Crmfun en Col95 Print a4

CRMFUN

INTE RNA L

Version 95 Material number: 50108303

For internal use by CSC only


SAP All-in-One CRM Fundamentals

Unit 1: Course Overview Unit 2: WebClient UI / Interaction Center Unit 3: Organizational Model and Master Data Unit 4: Transaction Concept Unit 5: Marketing Unit 6: Sales



Contents

Unit 7: Service Unit 8: Analytics Unit 9: Troubleshooting

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2011 SAP AG. All rights reserved.

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Course Overview


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Essential



Prerequisites for Participants

SAP Best Practices (A1BPT) SAP All-in-One CRM Technology (CRMTEC) Recommended Knowledge of SAP All-in-One Logistics in the area of Sales and Distribution (SD) – part of course A1LOG

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Participants:



Target Audience

This training is designed for people working with the SAP All-in-One CRM solution in the small or midsize enterprise (SME) environment. SAP All-in-One partners – Solution consultants – Presales consultants

Duration: 7 days

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Course Overview

At the conclusion of this course, you will be able to: Describe the SAP Best Practices for CRM Outline generic concepts of the WebClient UI and the Interaction Center Describe relevant CRM master data used in SAP Business All-in-One CRM scenarios with ERP integration Apply Best Practice scenarios for SAP Business All-in One CRM with ERP integration

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Course Goals

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CRMFUN

INTE RNA L







Course Overview


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WebClient UI / Interaction Center

At the conclusion of this unit, you will be able to: Describe the basic features and functions of SAP CRM WebClient UI



Unit Objectives

Give an overview of the main Interaction Center WebClient features

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CRM WebClient User Interface

At the conclusion of this topic, you will be able to: Explain the CRM WebClient UI and its basic structure Navigate in the CRM WebClient UI Describe CRM WebClient UI personalization options

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Topic Objectives

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CRM WebClient User Interface All CRM business users have the same user interface.



Header Area

Work Area

Navigation Bar

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With the CRM WebClient UI, SAP delivers a harmonized online user interface. The CRM WebClient is designed for the business user and presents a role-based workspace that provides an easy-to-use navigation and user interface. SAP CRM users work with the CRM WebClient UI, which replaces the existing SAP GUI and People-Centric User Interface (People-Centric UI). The CRM WebClient UI looks the same in all applications. It can be easily adjusted using standard tools and functions (for example, the UI Configuration Tool). The navigation bar and header area build the L-shape. The CRM WebClient UI is based on Business Server Page (BSP) technology. From an SAP CRM 7.0 SAP GUI session, it is possible to start the CRM WebClient UI using transaction CRM_UI. It is also possible to start the CRM WebClient UI via a BSP application: Add a favorite to your SAP Easy Access menu. Add other objects. BSP Application BSP Application: CRM_UI_START Description: CRM WebClient UI Start Page: default.htm You can add different parameters to this favorite: sap-system-login-basic_auth = X sap-language = EN (or other languages) sap-user = , for example, SERV_EMPL sap-password = , for example, welcome These test parameters lead to faster logon, which can be useful during the exercises in this course.

CRM WebClient UI Details 1

L-shape characteristics: 3

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Upper area static regarding position and size Navigation bar can easily be configured L-shape contains: 1. System links 2. Central search 3. Work area title 4. History back/forward 5. Navigation bar 6. Quick create links 7. Recent Items 8. Open/close navigation bar


1. The system links provide the following functions: Personalize: Generic personalization options for the user. Examples: Change Password, Change keyboard shortcuts. Help center: Offers direct access to Business User Documentation System news: Provides access to general system messages, such as those set and published by an administrator Log Off: Log off 2. A user can call a saved search. Saved search entries can be created directly from standard search views. Saved search entries can be deleted once no longer needed. 3. Work area title: Contains the title of the currently selected application 4. Back and Forward navigation (History) A user can navigate back and forth using the CRM WebClient UI (not browser!) buttons Back to Previous Page or Forward to Next Page. 5. The content of the navigation bar is defined in the customizing of navigation bar profiles. 6. The Quick Create area provides the user with quick links for creation of the most frequently used applications. 7. The recent items area allows users to easily navigate with one click to the topics they have worked on recently. 8. The navigation bar can be opened or closed.

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CRM WebClient UI Personalization 1 1. General

Settings Visual layout 2. Overview Page

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(only page layout)

Visibility and sequence of content 3. Tables Visibility, sequence, and width of columns Drag and drop 4. Saved Search Models Often, used searches can be saved

Assignment blocks (Display Expanded, Lazy, Hidden)

Tables

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Users can personalize the CRM WebClient UI. However, simple customizing settings can be used to restrict the personalization options. Personalization can be invoked by dragging and dropping or by using a (skin-dependant) button. For example, on the slide above, the active skin is called Signature Design and the personalization button looks like a pencil. The general personalization settings include My Data: Various user information, password change Settings: Time zone, date format, time format, decimal notation, screen reader mode, and enabling of the configuration mode Shortcuts: Flexible definition of keyboard shortcuts to screen areas and functions Layout: Impacts on visual layout, definition of quick create links SAP CRM Feed Favorites: SAP CRM Links, Web links, or widgets



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Business Roles

Sales Professional



Interaction Center Agent

Marketing

SAP CRM business roles come with specific functions and pieces of information.

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The standard SAP CRM system contains a number of predefined business roles for different CRM users. These business roles include, for example: MARKETINGPRO (Marketing) SALESPRO (Sales) SERVICEPRO (Service) ANALYTICSPRO (Analyses) IC-AGENT / IC-MANAGER (Interaction Center) The following business roles are used for the SAP Best Practices for CRM scenarios: BP_MKT_MAN (BP Marketing Manager) BP_MKT_EMPL (BP Marketing Employee) BP_SLS_MAN (BP Sales Manager) BP_SLS_EMPL (BP Sales Employee) BP_SRV_MAN (BP Service Manager) BP_SRV_EMPL (BP Service Employee) BP_SRV_TECH (BP Service Technician) BP_IC_MAN (BP IC Manager) BP_ICA_MKT (BP IC Agent Marketing) BP_ICA_SLS (BP IC Agent Sales) BP_ICA_SRV (BP IC Agent Service) Business roles can be maintained in Customizing: SAP Implementation Guide Customer Relationship Management UI Framework Business Roles Define Business Role Business roles can also be maintained in the CRM WebClient UI. Business roles are predefined and can be copied by the customer. There is no standard business role available that includes all CRM functions.

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Assignment of a Business Role Entire Company For internal use by CSC only


Marketing Team Position Marketing 1 Sarah Hodder Sales Team Position Sales 1 Peter Fellows Position Sales 2 Brigitte Lerp 1. Choose the relevant organizational unit or position. 2. Choose Goto Detailed Object Extended Object Description. 3. Choose Create/Change/Display Business Role. ©


Every user who wants to log on to the CRM WebClient UI needs to be assigned to a business role, typically via Organizational Management. In the organizational model, a business role is assigned to an organizational unit or to a position. Employees or system users are assigned to positions. You can edit the organizational model in the SAP GUI (transaction PPOMA_CRM) and the CRM WebClient UI. For test purposes, user parameter CRM_UI_PROFILE can be used to assign a single business role directly to a user. Once this parameter is set, organizational assignments are no longer taken into account. With SAP CRM 7.0, it is possible to use parameter value *. All business roles defined in Customizing will be displayed when the user logs on. Caution: This requires debugging authorization.

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CRM WebClient UI Terminology

Work Center Page



Work Center

Work Center Group Links

Logical Links Direct Link Group

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This figure above shows some of the important terms that are used in the CRM WebClient UI. By using a navigation bar profile, which can be defined in customizing, it is possible to define the content available for the users in the CRM WebClient UI. The navigation bar profile also contains information about whether the user is able to navigate forward, meaning from one UI application to the other, for example, using standard hyperlinks. Work centers, different link groups, and logical links are the main building blocks of a navigation bar profile.

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Customizing Business Roles and Navigation Bars



Customizing of navigation bars

Customizing of business roles

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The joint Customizing of business roles and navigation bars means that users are assigned only the role-specific entries, tasks, reports, and information that are relevant to them. The navigation bar profile is assigned to a business role. All of the displayed links are part of the navigation bar profile. These links are partially grouped (reusability). You can define work centers and links in a business role as inactive or hidden. It is also possible to maintain business role customizing in the CRM WebClient UI. Create a navigation bar profile, including the work center CT-ADMIN. This work center contains the application to maintain business roles in the CRM WebClient UI.

CRM WebClient User Interface

Now you are able to: Explain the CRM WebClient UI and its basic structure Navigate in the CRM WebClient UI Describe CRM WebClient UI personalization options

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Topic Summary

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Interaction Center

At the conclusion of this topic, you will be able to: Describe how the Interaction Center is integrated in SAP CRM Give an overview of the main Interaction Center WebClient features List the components that make up the front office screen List main functions available to an agent through the front office

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Topic Objectives

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SAP CRM Interaction Center

SAP CRM Interaction Center

SAP ERP

Legacy and Back-End System

Communication & Interaction Processes

CRM Marketing Sales & Service Processes

ERP Processes (Logistics, Accounting, etc.)

SAP NetWeaver BW * Communication Management System ©


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The Interaction Center WebClient, as part of SAP Customer Relationship Management (SAP CRM), provides you with tools to help you ensure efficient and consistent customer service by collaborating and communicating with your customers over various channels. It supports agents and managers who are involved with the interaction center. Agents can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process business transactions such as quotations, sales tickets, and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevant account information is available to them in one location, including account data, order status, and product-related information.



CMS*

Agent Desktop: User Interface



Interaction Center WebClient User Interface

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Call center agents will use specific business roles. Numerous Interaction-Center-specific business roles are delivered in standard CRM systems, for example: IC_AGENT IC_MANAGER The following business roles are used for the Interaction Center scenarios of SAP Best Practices for CRM: BP_IC_MAN (BP IC Manager) BP_ICA_MKT (BP IC Agent Marketing) BP_ICA_SLS (BP IC Agent Sales) BP_ICA_SRV (BP IC Agent Service) The Agent Desktop is the primary screen utilized by contact center agents. It gives agents access to the information they need to address customer needs with a minimum number of clicks. It provides the guidance and agent support necessary to ensure a consistent and positive customer experience. The upper part of the screen shows the current customer being serviced, and also provides controls relevant to the communication channel being used, whether telephony, e-mail, or chat. There are also areas to show messages to the agent relevant to the current interaction. The lower part of the screen is a workspace that displays fields and controls relevant to the current interaction, whether it is taking an order, checking on the status of a shipment, handing a service or technical support inquiry, or making an outbound telemarketing call. The left-hand column contains configurable navigation controls that enable an agent to quickly go to the relevant screen to support the customer.

Interaction Center: Configuration



IC WebClient Functions Sales, service, and marketing Telephone integration E-mail integration Internet integration

Configuration of the agent’s “profile” IC Business Role / Profile Individual configuration for: Entire call center Groups of agents Individual positions ©


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The Interaction Center supports all CRM strategies, such as: Sales: Processing of sales transactions, opportunities, and product proposals Service: E-mail processing and workflow, solution database, and service transactions Marketing: Campaigns, call lists, and product proposals. In addition, the Interaction Center supports multichannel communication: Telephone: Incoming and outgoing calls, routing, call lists, and CTI connection E-mail, fax, and SMS In IC WebClient, you can control which of these functions are used by individual agents, agent groups, or entire call centers by assigning individually configured business roles. A business role can be considered the successor of the IC WebClient profile. Business roles were introduced with the CRM WebClient UI as of SAP CRM 2006s.

Business Role Customizing

IC_AGENT Profile Type

Role Configuration Key Details

Navigation Bar Profile

IC WebClient Business Role DEFAULT_IC IC_AGENT

Layout Profile

DEFAULT_IC

Technical Profile

DEFAULT_IC

PFCG Role ID



Business Role

SAP_CRM_UIU_IC_AGENT General Profiles also for back-office users

Assign Function Profiles IC-Specific Profiles ©


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In general, a business role controls the SAP CRM WebClient UI features and functions. Single functions can be enabled and configured by means of function profiles. While some function profiles are mandatory, such as the account identification profile BP_IDENT, others are optional. For example it is not necessary to configure a function profile Call List if the execution of call lists is not part of the current IC WebClient scenario. Many of the function profiles relate to the Interaction Center WebClient application. It is possible to adapt the UI by using a role configuration key and UI configuration. Business roles are defined in Customizing: SAP Implementation Guide Customer Relationship Management Business Roles Define Business Role

UI Framework

Function profiles are defined in Customizing: SAP Customizing Implementation Guide Framework Technical Role Definition

Customer Relationship Management Define Function Profile

UI

Hint: In the details of a function profile, the value of the Func. Profile Type field indicates if the function profile is used in the IC context. Function profile values of type Generic Profile are also used in non-IC business roles.

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Select the function you want to customize. Example: Account Identification

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Copy the corresponding profile. Example: Account Identification Profile

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Make the required changes. Example: Enable “Mixed Scenario”

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Assign functional profile to Business Role.


The IC WebClient business role is a collection of functions customized in the detail profiles for the WebClient. First, you need to find out which of the profiles is controlling the function that you want to change. In this case, you want to change the behavior within account identification. Create the new profile by copying an existing profile that more or less matches your requirements. After creating the new profile, change the settings of the profile (for example, change the identification scenario to MIXED). As a last step, assign the new function profile to the IC WebClient business role.

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IC WebClient Functions and Profiles

SAP Interaction Center Management Knowledge Mgmt.

Manager dashboard Call lists Broadcast messaging

Monitoring and Managing



Monitoring and managing: Process Modeling

Knowledge management: Creates solutions to problems Creates standard responses for incoming e-mail Builds schemas for multilevel categorization

Analytics

Process modeling: Business rules for e-mail response management and service ticket routing Interactive scripting

Analytics: Call volume, SLA compliance, average handling time, and abandonment rates Campaign success rates and service contract profitability ©


The IC Management business scenario provides a single point of access for Interaction Center (IC) managers to ensure the IC is optimized and efficient. Tools are provided for managers to make informed decisions, react quickly to changing business needs, and resolve issues before they become problems. Analytics and advanced reporting tools allow managers to monitor, measure, predict, plan, and optimize the IC. We deliver the standard business role IC Manager (IC_MANAGER), which contains the necessary content (applications) to work as an IC manager. The role BP IC Manager (BP_IC_MAN) is used for the SAP Best Practices for CRM scenarios.

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Interaction Center WebClient: Layout

Account info Sandra Turner

Alerts Time to wrap up!

Communication information Connected: 2:19 min

Toolbar System messages Navigation bar Workspace

Queue status Broadcast messages ©


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The SAP CRM Interaction Center WebClient user interface layout is designed to be intuitive and powerful at the same time. Agents have access to the following features at all times: Scratch pad Account information Alerts Communication information Telephony toolbar System messages Navigation bar Broadcast messages Workspace

The scratch pad allows the agent to write down notes that can be included in the business documents at any time. Account information shows the most relevant information about the current interaction, such as the customer’s name and company. Alerts are predefined by system administrators or IC managers to be triggered by certain events in the system. Communication information shows information from the communication management software, such as talk time, automatic number identification, agent state, and queue status. The toolbar contains buttons to control telephony functions. Information, warning, or error messages from the system are displayed in the system messages area. You can maintain business transactions such as sales and service orders, start call lists and interactive scripts, or run detailed searches for business partners, products, or transactions in the customer’s interaction history in the workspace. The navigation area allows the agents to start transactions and navigate between different screens. Broadcast messaging allows managers to immediately broadcast information to agents by sending out an electronic message that appears instantly on each agent’s IC interface. The queue status displays the channels and queues to which you are assigned.



Scratch pad

Context Area Keeping the most important information visible: Account info – Shows the most relevant information about the current interaction, such as the customer’s name and company Alerts – Shows important alerts for the agent, such as automatic suggestions and reminders to wrap up Communication information – Shows information from the communication management software, such as talk time, automatic number identification, agent state, and queue status

Sandra Turner

2 suggested solutions

inbound call accepted

+422 77664 2334 7:34 ready

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The context area is the horizontal area of the L-shape. It contains: A branding area, which includes the brand logo and message, as well as standard SAP CRM header area links such as Personalize and Help Center Context area components, such as the scratch pad, alerts area, communication toolbar, account information, and toolbar buttons The context area resides in a fixed position at the top of the screen. It can be customized for different business roles.



Scratch pad – Allows the agent to write down notes

Navigation Bar and Index

Personalization Also standard WebClient UI applications!

Index

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The navigation bar is a persistent area in the Interaction Center WebClient. It is used for quick and easy access to the most commonly used transactions. Each transaction is a hyperlink that opens the function. The navigation bar is integrated with the index. Agents can call additional applications from the index, for example, Personalization options of the SAP CRM WebClient UI. The navigation bar contains the most commonly used applications and functions in the IC WebClient. The functions are predetermined based on the standard navigation bar profile. Navigation bar profiles are defined in Customizing and are assigned to a business role.



Collapse / Expand

Customer reports problem with notebook HT-1010: error message 190 displayed ...



Scratch Pad

Reuse text: For text search in the knowledge search

In the interaction record to fill notes In business documents to fill notes

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The scratch pad can be used to store text for the duration of the session (customer call). After you end the call, the scratch pad will be empty again. The scratch pad is a temporary workspace in the Interaction Center WebClient that agents use as an electronic notepad to store miscellaneous information during an interaction. It allows the agent to enter comments at any point: Agents can enter text into the scratch pad at any point during an interaction, no matter which screen he or she is working on. The button to launch the scratch pad is persistent (always at the top of the screen). Agents can import scratch pad text into relevant documents at any time (interaction record, sales order, service order), as well as into the knowledge search. The content of the scratch pad is cleared when the contact ends.

Account: Search, display, change data of account and contact person

Search via Installed Base component or object (registered product)



Account Identification

Result list: Accounts, contact persons, IBase components ©


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Account Identification allows agents to search for, identify, display, change, and create accounts, related partners, and related objects such as registered products. The main features of Account Identification are: Automatic Account Identification is based on communication data. Multiple Business Partner Confirmation allows agents to confirm multiple business partners. Hint: This functionality is available as of SAP CRM 7.0. Late Account Identification allows agents to confirm an account and execute partner determination after a business transaction has already been created. Mixed B2B / B2C Scenario allows agents to search for both consumers and contact persons on the same screen. Address Validation and Duplicate Check are available when creating new accounts. Index-Based Search provides faster search for business partners for most frequently used search fields. Recent Interactions are displayed after a business partner is confirmed. The account Identification screen allows agents to: Search for accounts, contact persons and employees in both B2B and B2C scenarios. Display and change details of the business partners. Confirm the identified business partner. Search for installed base components. Display various search result lists, such as accounts, contact persons, and installed base components. Confirm the identified installed base component.

Activity data: Reason, priority, status, result, and so on

Notes: Problem report, any text type

Follow-up: Trigger follow-up activities and actions

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Interaction Record

Activity Clipboard: Link-related objects like customer, mails, tickets


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An interaction record is created when an account is confirmed or when an e-mail is created. Interaction timestamps can be stored inside the interaction record, for example, interaction waiting time, start time, or end time. Interaction records can be linked to marketing campaigns. Agents can create any type of follow-up transaction from within the interaction record. The agent can categorize the interaction record using multilevel categorization. Technically, interaction records are CRM business transactions (activities). They are configured using basic transaction settings and transaction-related settings. These will be introduced in the Transaction Concept unit.

Enter search criteria



Interaction History

Start search Display transaction details

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Result list


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The interaction history contains a search area and an overview of business transactions that exist for a customer. Agents can search for business transactions using various search criteria. The results are displayed in the form of a list. Record of previous interactions: Complete history of interactions and business transactions related to the account. Navigation links display details of previous interactions. Last interactions screen area in the interaction record screen shows the most recent interactions. Interaction history screen allows the agent to search for any or all interactions with a customer. – Search criteria include date, business transaction categories, data entry period, transaction number, description, and transactions for a specific customer. – You can combine these search criteria in any way by making entries in the required fields. Display search results in a list. Branch into the interaction record for single business transactions.

Agent Inbox

Result list

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The agent inbox is used to call up incoming e-mail messages, work items, and various business objects for display or processing. The agent inbox is a central worklist that the entire team can use to work on incoming objects, including activities, e-mails, transactions like CRM and ERP sales orders, service transactions, and so on. E-Mail messages, faxes, and scanned letters: – Intelligent e-mail routing: E-mails and faxes that were received via SAPconnect appear as workflow work items. A workflow takes care of forwarding incoming mails to the appropriate group of agents. Additional routing rules use business partner attributes to route mails to agents who specialize in particular areas. – Multiple incoming and outgoing e-mail addresses: Agents can be assigned to various incoming addresses. All items sent to the agent’s various addresses appear in the same inbox. In addition, agents can be assigned to more than one outgoing e-mail address. A default address is proposed, or the agent can select another one. Work items: You can process SAP workflow work items, as well as SAP workflow work items that you have customized. These work items can originate from SAP CRM or from another SAP system. Business transactions: You can call up business transactions such as service orders, sales orders, and planned activities. ERMS routing: Depending on the rule policies you determine, you can use a general task for ERMS decision to allow e-mail routing to all agents, or you can specify individual agents or agent groups and allow e-mail routing only to those agents. Advanced warning for due date: In Customizing for the agent inbox, you can define an advanced warning for each item type until the due date is reached. During the warning phase, agents are alerted to the upcoming due date by a yellow traffic light in the Due Date column of the Inbox result list.






Business Processes in the IC WebClient

Telemarketing

Customer Service

Telesales

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Telemarketing executes marketing campaigns by coordinating call lists and scripts with agents and outbound dialers. Scripts and surveys guide agents through the communication with the business partners and support the qualification of leads. Telesales includes both inbound and outbound order processing supported by product proposals such as top-n products and cross-selling. Besides sales orders quotations, value and quantity contracts can be maintained. Customer Service enables help desks to manage cases and complaints for customer service and support situations. The SAP CRM Interaction Center offers a full set of service capabilities to resolve customer inquiries. The knowledge search helps agents to find and pass a solution to customers by phone, e-mail, or chat. Warranty determination is included in complaints and service orders. Complaint management allows you to trigger follow-up actions like return processing and in-house repair, subsequent deliveries free of charge, and credit memos. Agents can check entitlements, understand which products and services the customer has, and schedule appointments based on the customer’s time preferences and qualification and availability of service technicians. More details about the different business processes in the IC WebClient will be introduced in the following units.

Interaction Center

Now you are able to:



Topic Summary

Describe how the Interaction Center is integrated in SAP CRM Give an overview of the main Interaction Center WebClient features List the components that make up the front office screen List main functions available to an agent through the front office

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Unit 2: Web Client UI / Interaction Center:




Unit Summary

Describe the basic features and functions of SAP CRM WebClient UI Give an overview of the main Interaction Center WebClient features

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Unit:


Lesson:

WebClient UI

Exercises

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

Log on to the CRM WebClient UI



Make user-specific default settings/personalized settings



Copy a business role



Make minor adjustments to a business role in Customizing

You want to familiarize yourself with the CRM WebClient user interface. You want to examine the business roles that structure the CRM WebClient UI and make minor adjustments to the user interface. Note: You will use a two-digit individual group number (01, 02, and so on), which will be represented by ## in many exercises and solutions.

Task 1: Log on to the CRM system. 1-1

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu.

1-2

Add another entry to the Favorites folder in the SAP Easy Access Menu by choosing Insert transaction. Use this entry to call the CRM WebClient UI. Transaction code: CRM_UI

1-3

Add another entry to the Favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI passing on special parameters. Choose BSP Application CRM_UI_START, Description WebClient UI, and Start Page default.htm.



WebClient UI -

1-4

Log on to the CRM WebClient UI with the user name that you used earlier. If necessary, select business role BP Sales Employee (BP_SLS_EMPL).

Task 2:

2-1

Personalize the Layout of the CRM WebClient UI. First, reset the settings to default, then choose the Signature Design skin.

2-2

Personalize the Create entries in the navigation bar. First, reset the settings to default, then remove the entries E-Mail, Lead, and Opportunity.

2-3

Explore the other personalization options.

Task 3: Familiarize yourself with the WebClient UI Account Management application. This task focuses on the methods for using and personalizing a WebClient UI application, rather than the actual content of the application. 3-1

Search for the account with the last name Customer Domestic 00.

3-2

Optional: Personalize the result list to optimize the display.

3-3

Optional: Save your search with the name AC_##Domestic.

3-4

Personalize the information that is displayed for an account. Reset the assignment block settings to default. Move the following entries from the Available Assignment Blocks area to the Displayed Assignment Blocks area: Sales Area Data, Identification Numbers, Tax Classification, Account Classification, and Buying Center.

Task 4: Examine an existing business role from within the application. 4-1

How many main entries are available in the navigation bar of a user who is logged on with the business role BP Sales Employee (BP_SLS_EMPL)?

4-2

How many second-level entries are available in Account Management?

4-3

How many Quick Create entries are there in the lower area of the navigation bar?

Task 5:



Personalize some of the relevant settings for the WebClient UI.

5-1

Copy the existing business role BP_SLS_EMPL with all dependent entries to Z##_SLS_EMPL (## Sales Employee).

5-2

Assign the new business role to your user. 5-2-1

Create position ##Sales in organizational unit BP UI Organizational Unit. Hint: To maintain the organizational data, you can use SAP GUI transaction PPOMA_CRM or log on to the WebClient UI with business role BP Service Employee. There, choose Service Operations, then Search  Organizational Model.

5-2-2

Assign your employee CRM-## to this position.

5-2-3

Assign business role Z##_SLS_EMPL to position ##Sales.

5-3

Log on to the CRM WebClient again. What do you notice?

5-4

Adjust the new business role. 5-4-1

What is the work center ID of Account Management?

5-4-2

Deactivate the E-Mail Inbox work center.

5-4-3

Remove the In Menu indicator from the work center group link entry: Work Center ID: SLS-ACC Group ID: SLS-MD-SR Logical Link ID: MD-BPH-SR

5-4-4 5-5

Make the quick create links visible.

Test your changed business role by logging on to the CRM WebClient UI again and selecting your business role. Log on to the CRM WebClient UI and choose the new business role ## Sales Employee (Z##_SLS_EMPL). 5-5-1

Is the E-Mail Inbox entry displayed in the navigation bar?

5-5-2

Go the second navigation level for Account Management. What do you notice?

5-4-3

How many quick create entries are there in the lower area of the navigation bar?



Copy an existing business role in Customizing. Make a minor adjustment to this role, then assign it to a position in organizational management.

Unit:


Lesson:

WebClient UI

Solutions

Task 1: Log on to the CRM system 1-1

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu. a) Choose the menu (not the Easy Access menu) Favorites → Insert Transaction. Transaction code: SPRO Choose Continue (ENTER).

1-2

Add another entry to the Favorites folder in the SAP Easy Access Menu by choosing Insert transaction. Use this entry to call the CRM WebClient UI. Transaction code: CRM_UI a) Choose Favorites → Insert transaction. Transaction code: CRM_UI Choose Continue (ENTER).

1-3

Add another entry to the Favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI passing on special parameters. Choose BSP Application CRM_UI_START, Description WebClient UI and Start Page default.htm. a) Choose Favorites → Add other objects. Choose URL type BSP Application and enter the following: BSP Applicat.: CRM_UI_START Description: CRM WebClient Start Page: default.htm Parameter: sap-system-login-basic_auth = X Parameter sap-language = EN (or other language keys)



WebClient UI -

Choose Continue (ENTER). 1-4

Log on to the CRM WebClient UI with the user name that you used earlier. If necessary, select business role BP Sales Employee (BP_SLS_EMPL). a) In your favorites, double-click Start CRM WebClient. Enter the relevant data (user/password/language).


Task 2: Personalize some of the relevant settings for the WebClient UI 2-1

Personalize the Layout of the CRM WebClient UI. First, reset the settings to default, then choose the Signature Design skin. a) After logging on to the WebClient UI, choose Personalize. Choose Personalize Layout. Choose Reset to Default. Select Skin: Signature Design Choose Save.

2-2

Personalize the Create entries in the navigation bar. First, reset the settings to default, then remove the entries E-Mail, Lead, and Opportunity. a) After logging on to the WebClient UI, choose Personalize. Choose Personalize Navigation Bar. Choose Reset to Default. Select E-Mail, Lead, and Opportunity, then move these entries from Displayed Links to Available Links. Hint: You can also personalize the appearance of the Recent Items area. Choose Save.

2-3

Explore the other personalization options. a) After logging on to the WebClient UI, choose Personalize. You can, for example, change your personal data (Personalize My Data) or general settings (Personalize Settings).

Task 3: Familiarize yourself with the WebClient UI Account Management application. This task focuses on the methods for using and personalizing a WebClient UI application, rather than the actual content of the application.


Choose BP Sales Employee if the selection screen is displayed.

3-1

Search for the account with the last name Customer Domestic 00. a) Choose Account Management. Choose Search → Accounts Name 1/ Last Name: Customer Domestic 00

3-2

Optional: Personalize the result list to optimize the display. a) You can call the personalization function for the result list by choosing the appropriate icon. Optionally you can sort, filter, resize, or drag and drop table columns.

3-3

Optional: Save your search with the name AC_##Domestic. a) Choose Save Search As: AC_##Domestic. Choose Save. The saved search is now displayed in the Saved Searches dropdown listbox and on the home page under My Saved Searches.

3-4

Personalize the information that is displayed for an account. Reset the assignment block settings to default. Move the following entries from the Available Assignment Blocks area to the Displayed Assignment Blocks area: Sales Area Data, Identification Numbers, Tax Classification, Account Classification, and Buying Center. a) Choose the Personalization function for the overview page (pencil icon). Choose Reset to Default. Select Sales Area Data, Identification Numbers, Tax Classification, Account Classification, and Buying Center. Move these from the Available Assignment Blocks area to the Displayed Assignment Blocks area. Hint: You also can change the order and load options for the displayed assignment blocks. Choose Save.

Task 4: Examine an existing business role from within the application. 4-1

How many main entries are available in the navigation bar of a user who is logged on with the business role BP Sales Employee (BP_SLS_EMPL)? a) Log on to the CRM WebClient UI and choose the business role BP Sales Employee (BP_SLS_EMPL).



Choose Search (ENTER).

b) There are 11 main entries (Home, Worklist, ... and Dashboards). 4-2

How many second-level entries are available in Account Management? a) There are three entries (Accounts, Contacts and Account Hierarchies). How many Quick Create entries are there in the lower area of the navigation bar? a) There are seven entries (Create Appointment, Interaction Log, Task, Contact, Corporate Account, ERP Quotation, and ERP Sales Order). Hint: In task 2 you were asked to remove three quick create links (Create E-Mail, Lead, and Opportunity).

Task 5: Copy an existing business role in Customizing. Make a minor adjustment to this role, then assign it to a position in organizational management. 5-1

Copy the existing business role BP_SLS_EMPL with all dependent entries to Z##_SLS_EMPL (## Sales Employee). a) In Customizing, choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Select the BP_SLS_EMPL entry. Choose Copy As.... Business Role: Z##_SLS_EMPL Description ## Sales Employee PFCG Role ID: (leave empty) Choose Enter. Confirm the next dialog box and save the data.

5-2

Assign the new business role to your user. 5-2-1 Create position ##Sales in organizational unit BP UI Organizational Unit. Hint: To maintain the organizational data, you can use SAP GUI transaction PPOMA_CRM or log on to the WebClient UI with business role BP Service Employee. There, choose Service Operations, then Search  Organizational Model. a) Log on to the CRM WebClient UI and choose the BP_SERV_EMPL business role. Choose Service Operations. Choose Search → Organizational Model.



4-3

Find by: Organizational Unit Description: BP UI Organizational Unit Choose Search. Navigate to the Details for organizational unit BP UI Organizational Unit. Choose Position Code: ##Sales Choose Save. 5-2-2

Assign your employee CRM-## to this position. a) Select position ##Sales. Choose Employee Last Name: CRM-## Choose Search. Select entry CRM-## in the result list. Choose Save.

5-2-3

Assign business role Z##_SLS_EMPL to position ##Sales. a) Select position ##Sales. Choose Edit in the details of the position. Business Role: ##Sales Employee Choose Save.

5-3

Log on to the CRM WebClient again. What do you notice? a) The new entry ## Sales Employee is displayed in the business role selection screen.

5-4

Adjust the new business role. 5-4-1 What is the work center ID of Account Management? Choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Select the entry Z##_SLS_EMPL and double-click the Adjust Work Centers entry in the dialog structure on the left. The work center ID is SLS-ACC. 5-4-2 Deactivate the E-Mail Inbox work center. Choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role.



Description: ##Sales

Select the entry Z##_SLS_EMPL and double-click the Adjust Work Centers entry in the dialog structure on the left. Set the Inactive indicator for the SLS-EMAIL ID. 5-4-3 Remove the In Menu indicator from the work center group link entry: Work Center ID: SLS-ACC Group ID: SLS-MD-SR For internal use by CSC only

Choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Select the entry Z##_SLS_EMPL and double-click the Adjust Work Center Group Links entry in the dialog structure on the left. Choose Position. Work Center ID: SLS-ACC Group ID: SLS-MD-SR Logical Link ID: MD-BPH-SR Remove the In Menu indicator. 5-4-4 Make the quick create links visible. Choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Select the entry Z##_SLS_EMPL and double-click the Adjust Direct Link Groups entry in the dialog structure on the left. Choose Position. Group ID: SLS-CREATE Select SLS-CREATE and choose Adjust Direct Links. Set the Visible indicator for all entries. Choose Save. 5-5

Test your changed business role by logging on to the CRM WebClient UI again and selecting your business role. Log on to the CRM WebClient UI and choose the new business role ## Sales Employee (Z##_SLS_EMPL). 5-5-1 Is the E-Mail Inbox entry displayed in the navigation bar? No, this entry is no longer displayed. 5-5-2 Go the second navigation level for Account Management. What do you notice? The search for Account Hierarchies is no longer displayed at the second level.


Logical Link ID: MD-BPH-SR

5-4-3 How many quick create entries are there in the lower area of the navigation bar?



There are 15 entries available.

Unit:


Lesson:

Interaction Center

Exercises


Navigate within the Interaction Center WebClient and use some agent functions.



Make minor adjustments to a Interaction Center business role in Customizing

You want to familiarize yourself with the Interaction Center WebClient user interface. You want to become familiar with function profile Customizing and its effects. Note: You will use a two-digit individual group number (01, 02, and so on), which will be represented by ## in many exercises and solutions. Task 1: Log on to the CRM system as interaction center agent. 1-1

Log on to the CRM WebClient UI with role BP IC Agent Service (BP_ICA_SRV).

Task 2: Processing an incoming call from Monika Ziegler. 2-1

Monika Ziegler (Contact for Customer Customer Domestic 00) is calling. Identify and confirm the account.

2-2

Retrieve additional information for business partner Customer Domestic 00 from the Account Overview.

2-3

Observe that the agent can also access the Account Fact Sheet.

2-4

Monika Ziegler is reporting that her notebook sometimes shuts down after displaying Error 190. Before you start processing any business transaction or process, you want to store the information given by the customer. Open the scratch pad.



Interaction Center -

Type Notebook: Error 190 displayed. Open the Interaction Record and import the text in the notes section. Save the interaction record and end the call. Task 3:

3-1

Copy the existing business role BP_ICA_SRV, with all dependent entries, to Z##_ICA_SRV (## IC Agent Service).

3-2

Assign the new business role to your user. 3-2-1 Create position ##IC Service in organizational unit BP UI Organizational Unit. Hint: To maintain the organizational data, use SAP GUI transaction PPOMA_CRM or log on to the WebClient UI with business role BP Service Employee. Choose Service Operations, then choose Search  Organizational Model. 3-2-2 Assign your employee CRM-## to this position. 3-2-3 Assign business role Z##_ICA_SRV to position ##IC Service.

3-3

Copy the account identification profile YBP_B2B to Y##_MIXED (## Mixed Scenario) and assign this profile to your new business role.

3-4

Log on to the WebClient UI with your new role and search for Monika Ziegler again. What do you notice?



Create your own Account Identification Profile by copying a standard profile and adapting it to your needs.

Unit:


Lesson:

Interaction Center

Solutions

Task 1: Log on to the CRM system as interaction center agent. 1-1

Log on to the CRM WebClient UI with role BP IC Agent Service (BP_ICA_SRV). a) Double-click your favorite CRM WebClient UI or use transaction CRM_UI to start the WebClient UI. b) Log on with the CRM SAP GUI user/password/language. c) Choose business roles BP IC Agent Service (BP_ICA_SRV).

Task 2: Processing an incoming call from Monika Ziegler. 2-1

Monika Ziegler (Contact for Customer Customer Domestic 00) is calling. Identify and confirm the account. a) Choose Account Identification from the navigation bar. b) Enter Ziegler into the Last Name field and choose Search Account. c) Choose Confirm.

2-2

Retrieve additional information for business partner Customer Domestic 00 from the Account Overview. a) Choose Account Overview in the navigation bar.

2-3

Observe that the agent can also access the Account Fact Sheet. a) Choose Account Fact Sheet in the navigation bar. The amount of information displayed depends on the existing documents or interactions with this account.

2-4

Monika Ziegler is reporting that her notebook sometimes shuts down after displaying Error 190. Before you start processing any business transaction or process, you want to store the information given by the customer. Open the scratch pad. Type Notebook: Error 190 displayed.



WebClient UI -

Open the Interaction Record and import the text in the notes section. Save the interaction record and end the call. a) Choose

Scratch Pad to open the Scratch Pad dialog box.

In this text field, enter Notebook: Error 190 displayed.

You need to close the scratch pad to be able to import the notes. b) Choose Interaction Record from the navigation bar. In the Notes workspace, choose Import Scratch Pad. In the Overview workspace, choose Save. c) Choose End in the application toolbar. Task 3: Create your own Account Identification Profile by copying a standard profile and adapting it to your needs. 3-1

Copy the existing business role BP_ICA_SRV, with all dependent entries, to Z##_ICA_SRV (## IC Agent Service). a) In Customizing, choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Select the BP_ICA_SRV entry. Choose Copy As.... Business Role: Z##_ICA_SRV Description ## IC Agent Service PFCG Role ID: (leave empty) Choose ENTER. Confirm the next dialog box and save the data.

3-2

Assign the new business role to your user. 3-2-1 Create position ##IC Service in organizational unit BP UI Organizational Unit. Hint: To maintain the organizational data, use SAP GUI transaction PPOMA_CRM or log on to the WebClient UI with business role BP Service Employee. Choose Service Operations, then choose Search  Organizational Model. a) Log on to the CRM WebClient UI and choose the BP_SERV_EMPL business role. Choose Service Operations.



Choose Close to close the scratch pad.

Choose Search → Organizational Model. Find by: Organizational Unit Description: BP UI Organizational Unit Choose Search. Navigate to the Details for organization unit BP UI Organizational Unit. Description: ##IC Service Code: ##ICService Choose Save. 3-2-2

Assign your employee CRM-## to this position.

a) Select position ##IC Service. Choose Employee Last Name: CRM-## Choose Search. Select entry CRM-## in the result list. Choose Save. 3-2-3

Assign business role Z##_ICA_SRV to position ##IC Service.

a) Select position ##IC Service. Choose Edit in the details of the position. Business Role: ## IC Agent Service Choose Save. 3-3

Copy the account identification profile YBP_B2B to Y##_MIXED (## Mixed Scenario) and assign this profile to your new business role. a) In Customizing, choose SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Master Data → Define Account Identification Profiles. Select the YBP_B2B entry. Choose Copy As.... Acct ID profile: Y##_MIXED Description ## Mixed Scenario Scenario: MIX (Mixed B2B and B2C) Choose ENTER. In the next dialog box, choose Copy All.



Choose Position

Confirm the next dialog box and save the data. b) In Customizing, choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Select the Z##_ICA_SRV entry and double-click Assign Function Profiles in the dialog structure on the left. Save the data. 3-4

Log on to the WebClient UI with your new role and search for Monika Ziegler again. What do you notice? a) Double-click your favorite CRM WebClient UI or use transaction CRM_UI to start the WebClient UI. Log on with the CRM SAP GUI user/password/language. Choose business roles Z##_ICA_SRV (## IC Agent Service). b) Choose Account Identification from the navigation bar. Enter Ziegler into the Last Name field and choose Search Account. c) You will now notice the additional radio buttons to select the Main Partner. Here you can choose between the B2B scenario and the B2C scenario. If you select Account, you will use the B2B scenario. This means Monika Ziegler is only acting as the contact for customer Customer Domestic 00. All transactions will be created for customer Customer Domestic 00. If you select Contact, you will use the B2C scenario. This means Monika Ziegler is calling as an end customer. All transactions will be created for customer Monika Ziegler.



Change the entry of function profile ID BPIDENT from YBP_B2B to Y##_MIXED

CRMFUN

INTE RNA L







Course Overview


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2

Organizational Model and Master Data

At the conclusion of this unit, you will be able to: Maintain the organizational model in SAP CRM Explain the general concept of business partners in SAP CRM and their replication logic with SAP ERP Describe the product master concept in SAP CRM Explain the use of conditions (pricing data) and the condition technique for SAP Best Practices for CRM

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3



Unit Objectives

Relevance of Organizational Model and Master Data for SAP Best Practices Scenarios for CRM

Business partners



Organizational model

Products

Pricing data (conditions) ©


4

Master data is the central information source for your company. All SAP components access this data. By integrating master data in the central database objects, you can avoid data redundancy. SAP components use data from the individual master data records for most transactions. Generating your company’s master data in an SAP Best Practices system is one of the central tasks in the implementation process of SAP Best Practices. The main source of master data is the ERP system that is connected to the CRM system because, typically, business scenarios for sales and distribution area are already configured in the ERP system, including the relevant master data. To arrange a master data and sales document integration between the ERP system and the CRM system, basic customizing data and master data (business partners, products, pricing data) are replicated from the ERP system into the CRM system. In addition, SAP Best Practices for CRM provides “pure” CRM-specific master data (for example, marketing attributes). If the ERP system is configured using an SAP Best Practices Baseline package, delta guides will provide all relevant information for easy integration of the baseline package ERP scenarios with Best Practices CRM scenarios, such as mapping of organizational structure, replication of customizing, master data, and basic functions.

Organizational Model

At the conclusion of this topic, you will be able to: Describe the various elements of organizational units Explain the assignment of attributes to organizational units to define the responsibility Describe some relevant Customizing settings related to the organizational data determination

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Topic Objectives

5

Organizational Management allows you to: Map your marketing, sales, and service structure. Characterize your organizational units by organizational and general attributes. Define rules to determine the responsible organizational unit.

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What is Organizational Management?

6

Organizational Management in CRM offers you a flexible tool for handling your company’s task-related, functional organizational structure as a current organizational model. You can maintain the company structure, including the positions and employees, and assign specific data (attributes) to the organizational units. The organizational model will be especially used for organizational data determination within the CRM scenarios for marketing, sales and service. Compared to ERP, the use of the organizational model in CRM is more comprehensive, flexible, and dynamic. Synchronization of the organizational structure for sales in ERP and CRM is possible via mapping of organizational units. This is a prerequisite for integration of master data and transactional data between ERP and CRM. Hint: The CRM Organizational Model (C01) building block describes the setup of a sample organizational structure, which is the basis for all SAP Best Practices scenarios.

Organizational Model: Example Example

Marketing Organization

Sales Organization

Service Organization

Service Back Office Direct Sales

Sales Office Central

Sales Call Center

Service Technician Group Service Call Center

Service IC Support ©


In this example, a sample organizational structure is defined. It consists of separate organizational units for marketing, sales, and service. Positions will be assigned to the different organizational units to implement the functional task distribution of individual items and their reporting structure in the organizational model. Employees are assigned to these positions as holders. This sample organizational structure is essential for all SAP Best Practices scenarios because organizational data determination, partner determination, and evaluations are based on this structure. There are no restrictions on the levels that can be used in the structure of the CRM system. Validity periods can be specified when creating organizational objects and object attributes, and when assigning organizational objects and object characteristics.

7



SAP Best Practices Company



Organizational Model in the CRM WebClient UI

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8

It is possible to edit the organizational model using either the CRM WebClient UI or the SAP GUI (in Customizing).

Aim of Organizational Management

For example:



Relevant organizational units are determined automatically when a transaction is created. An activity (call) is created in an interaction center.

The system uses the postal code of the client's address (for example) to automatically determine the sales office and the sales person responsible for the client.

©


In the example above, a prospect calls an insurance company and asks, “Can you insure my new house?” The interaction center agent creates an activity and takes down the name, address, and telephone number of the prospect. The system uses the postal code to find the sales office responsible for this customer. An agent in this office can get in contact with the customer, create a quotation, and so on.

9

Organizational Objects

Organizational unit: Functional unit of a company

Position: Functional task distribution of individual items

BP Sales Organization

Sales organization

BP Sales Office Central

Sales office

Sales manager Jennifer Stone

©



Organizational objects are used for the design of Organizational Management when creating an organizational model.

Position Holder


10

Organizational objects are used to model an organizational plan. They can be linked to hierarchies to form functional relationships in the organizational plan for your company. There are two types of organizational objects: organizational units and positions. Organizational units form the basis of an organizational plan. Organizational units are functional units of a company. Depending on how a company is organized, the organizational units may be departments, groups, or project teams. Positions show the functional task distribution of individual items and their report structures in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the sales manager for Europe.

Functions and Attributes of an Organizational Unit

Used to define the type of organizational unit.

Used to define the responsibilities of an organizational unit.

One or more functions can be assigned to an organizational unit.

Several general attributes can be assigned to an organizational unit

Examples: Sales organization Sales office Sales group Service organization Marketing organization

©

General Attributes For internal use by CSC only


Functions

Examples: Country Division Distribution channel Postal code Transaction type


11

If you specify a function for an organizational unit, this information is inherited by the lower-level organizational units. You can assign certain general attributes to organizational units when creating your organizational structure. General attributes are always related to a specific function, which means you can maintain different attributes for each function. General attributes define the responsibilities of an organizational unit, and you can assign several attributes to an organizational unit. You may define additional attributes for your company (table/view T77OMATTR).

Functions for Sales

Sales office

Sales group

©

This involves an organizational unit in sales that structures the company according to sales requirements. It is responsible for the success of a sales area. This location is responsible for sales of products and services in a particular area.

This is a group of sales employees who are responsible for specific products or services. A sales group has different areas of responsibility in a sales office.


12

The sales organization is the leading organizational unit for sales. You must always define at least one organizational unit as a sales organization to map standard processes for sales and service in the CRM system. Sales offices and sales groups are used to map the internal organization.



Sales organization


Service Team

©

This is the organizational unit in the service area in which services are planned and prepared. The service organization is responsible for the success of a service area.



Functions for Service

This is the organizational unit to which service employees are assigned according to tasks and other criteria. It performs service tasks at customer sites (for example, the service technician group).


The service team is a service group that executes the service tasks. It is relevant for resource planning.

13

Marketing Organization

©




Function for Marketing

The marketing organization is a characteristic of the marketing plans and campaigns. You can use it to define how your enterprise structures responsibilities for marketing activities.

14

Functions and General Attributes Example O 50001243

Scenario: Function: General Attributes:



©

Paris Office

Sales



Organizational Unit:

Sales office Distribution channel: 10 Country: FR Region: 75, 91 - 95

Service Service organization Country: Region:

FR 01 - 99

Marketing Marketing organization Country: Product Category:

FR Monitors


15

The Paris office is responsible for several areas: sales, service, and marketing. In the Sales scenario, the Paris office is a sales office that is responsible for the following: – Distribution channel: 10 – Country: France – Region: 75 (Paris), 91-95 In the Service scenario, the Paris office is a service organization that is responsible for the country France. In the Marketing scenario, the Paris office is a marketing organization that is responsible for the country France and products in the Monitors category.

Organizational Management Overview



How to define organizational management Step 1: Define the organizational structure: Creation of root node in Customizing only! Changing the organizational structure in Customizing or the WebClient UI Create organizational units and positions. Assign organizational and general attributes.

Step 2: Make the customizing settings for automatic determination of organizational units in transaction documents.

Step 3: Automatic determination in the transaction (performed by the system) ©

WIZARD

Order Sales Org. O 50001243


16

Defining organizational management: Define your organizational structure. You must create your organizational units, assign the attributes and positions, and determine the holders. You must create a new organizational structure in Customizing. You can change existing organizational structures within the master data area in the WebClient UI. Use wizards to help you make the Customizing settings for automatic organizational data determination. When you create a transaction, the system determines the organizational data according to your Customizing settings. You can change or enhance the organizational units manually.

Determining the Responsible Organizational Unit (1)


Transaction For internal use by CSC only

Manual entry

Organizational data

or Automatically via responsibility Customizing

Responsible organizational unit Sales organization

or Automatically via organizational model Customizing then

Distribution channel

Service organization

All other organizational units derived from the responsible organizational unit ©


Users can enter the relevant organizational data for each transaction manually (no automatic determination). You can define rules in Customizing for automatic organizational data determination. There are two different rule types: Responsibility determination rules Organizational model determination rules There are many SAP standard determination rules available. In the corresponding IMG activity, use the search help in order to find appropriate determination rules before you start to create new rules.

17

Determining the Responsible Organizational Unit (2)

The org. unit found is updated

Business partners (for example, M. J. Leconte from Paris, 75 France)

Search criteria

Organizational data profile Determination rule

Container Elements Country, region

Organizational Model Potential organizational units are searched for in the organizational model

or

Evaluated Attributes (fill container)

Responsibilities Direct specification of the responsible organizational unit

©

Transaction Type


Country: FR Region: 75 18

To determine the organizational data in a transaction, the system reads the organizational data profile that was assigned in the transaction type used in Customizing. A determination rule is derived from this organizational data profile. The method used to determine the organizational data depends on the scenario, because an organizational unit in the sales scenario has different attributes from an organizational unit in the service scenario.



Opportunity

Determination Rule – Responsibility Example Organizational model

Transaction

Sales FR

Function: Sales organization/ distribution channel 10

Organizational data

3.

4. Team 1

Sales organization: FR

Responsible OU:

Team 1

Sales organization:

Sales FR

Distribution channel: 10 Team 2

1. For internal use by CSC only


Business partner: Bardot

Distribution channel: 10

Sales organization: FR Distribution channel: 10

Determination rule (organizational data profile) Container: Name

©

Responsibility:

2.

1. A – K

Team 1

2. L – Z

Team 2


19

1. A CRM document (for example, an Opportunity) is created. Account Bardot is entered. 2. In the above example, the Responsibility determination rule that is assigned in the organizational data profile (which is, in turn, assigned to the current transaction type) results in responsible organizational unit Team 1. This is because this team is responsible for business partners with names A to K. 3. Team 1 is transferred to the opportunity as the responsible organizational unit. 4. Team 1 is mapped in the organizational model with the (inherited) characteristics Sales Organization = FR and Distribution Channel = 10. This information is also transferred to the corresponding fields of the opportunity.

Determination Rule – Organizational Model Example

Sales FR

Transaction

Function: Sales organization/ distribution channel 10

Business partner: Bardot

1.



Organizational model

Organizational data

3. Team 1

Sales organization: FR Distribution channel: 10

4.

Name: A – K Team 2

Responsible OU:

Team 1

Sales organization:

Sales FR

Distribution channel:

Sales organization: FR

10

Distribution channel: 10 Name: L – Z

Determination rule (organizational data profile) Rule definition:

Search module

Container: Name

2. ©


1. A CRM document (for example an Opportunity) is created. Account Bardot is entered. 2. An Organizational Model determination rule is assigned to an organizational data profile. The profile is, in turn, is assigned to the current transaction type. This determination rule then searches the entire organizational model for organizational units that have matching attributes. 3. Team 1 is found as the responsible organizational unit. 4. Team 1 is mapped in the organizational model with the (inherited) characteristics Sales Organization = FR and Distribution Channel = 10. This information is also transferred to the corresponding fields of the opportunity.

20

Organizational Data Determination: Overview

Organizational Data Profile



Transaction Type

Customizing

Application Determination Rule

©

Rule Type: Responsibilities

Rule Type: Organizational Model

Responsibilities can be assigned directly

Determination according to the attributes of the organizational units

Only organizational units, no attributes required

Organizational model must be defined with attributes


Organizational data determination (always at header level) includes the following steps: The system reads the transaction type (for example, an opportunity). The system reads the organizational data profile that is assigned to the transaction type. The system reads the determination rules that are assigned to the organizational data profile.

21

Automatic Generation of the Organizational Model

A prerequisite for automatic generation is that no organizational model already exists in the CRM system, because existing organizational models could be overwritten. The generation program can only be executed once. There is no subsequent delta download.

Sales structure in SAP ERP

Organizational model in CRM Root node

Company code Sales organization 1000 Distribution channel Division

©

20

10 01

2000

02

01

10 02

1000

OU 1 10/01 10/02

2000

OU 2 20/01

OU 3 10/02


22

The organizational model can be initially created automatically based on the sales organizational structure in ERP, but this functionality will not be used for the following reasons: SAP Best Practices for CRM can also be used without an ERP system as a back end if only scenarios without ERP integration are implemented, such as Activity Management or Opportunity Management. An automatic transfer of the ERP sales structure is only possible once. Errors may occur in organizational data determination if there are already organizational units in the system. Further changes in the organizational model have to be maintained manually in the CRM system.



You can create the organizational model automatically.





Topic Summary

Describe the various elements of organizational units Explain the assignment of attributes to organizational units to define the responsibility Describe some relevant Customizing settings related to the organizational data determination

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23

Business Partner

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



Topic Objectives

Explain the concept of the SAP Business Partner / accounts Describe relationships between accounts Explain the data exchange for SAP Business Partners

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Hint: For detailed information regarding business partner setup and replication, have a look at the following Building Block Configuration Guides: CRM Central Master Data (C10) CRM Master Data Replication (C03)

24

Business Partners in the Application Contact

Employee For internal use by CSC only


Account Individual Account

Corporate Account

Transfer from Human Resources department (SAP ERP HCM) possible

Group Account

©


25

Business partners are any parties in which your company has a business interest. You can create and manage your business partners centrally for different business transactions, and reflect the different roles they play, such as sold-to party and ship-to party. A business partner can be any of the following: Account: An account is a company, individual, or group with which you have a business relationship. An account can be, for example, a customer, prospect, vendor or competitor. Accounts are subdivided into Corporate Accounts (companies or organizations), Individual Accounts (private individuals), and Groups (any groupings, such as households). Contact: A contact is a person with whom you have a business relationship. A contact is usually assigned to a corporate account. Employee: An employee is a member of your company and is involved in the interactions between your company and customers, prospects, vendors, and other parties. During business partner creation, the number assignment is determined by a grouping.

SAP Business Partner Business Partner Relationships

Employee For internal use by CSC only


Patient

Borrower Contact Tenant

SAP Business Partner Supplier

Customer

Debtor

©

Organizational Neutral Unit Persons, organizations, groups Cross-application


26

Business partner is the generic term for the parties involved in your interactions with customers. This term is used primarily in technical documentation and does not generally appear on the WebClient UI. From an application perspective, the term Account is used. A business partner role is used to classify a business partner in business terms. The roles you assign to a business partner reflect its functions and the business transactions in which it is likely to be involved. A business partner role is used for classification purposes during data exchange with SAP ERP. The business partner model in the SAP CRM system differs from the model in the SAP ERP back-end system (customer master).

Business Partner Categories

Organization For internal use by CSC only


Person

Group

©


27

These business partner categories are delivered with SAP CRM. Additional categories cannot be defined. A Group specifies a shared living arrangement, a married couple, or an executive board. The Organization represents units such as company, a department of a company, a club, or an association. The business partner category cannot be changed after a business partner has been created.

Business Partner Roles



Sold-to party

Payer Invoice

Competitor

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28

The business partner role classifies the business partner according to business function. The roles that are assigned to a business partner mirror the partner´s functions and the business transactions in which they may be involved. You can assign more than one business partner role to a business partner. General information - such as name, address, and bank details - only has to be entered once. All applications or industry business solutions using the SAP Business Partner function provide special business partner roles. A business partner role is assigned to a business partner role category. Depending on the business partner role category, data distribution to SAP ERP is triggered. Hint: You can define customer-specific business partner roles in Customizing. Choose SAP Customizing Implementation Guide Cross-Application Components SAP Business Partner Business Partner Basic Settings Business Partner Roles Define BP Roles.

Used to describe relationships between business partners Attributes describe relationships Some relationships are time-dependent

RMG Inc.



SAP Business Partner Relationships

Smith & Partners

Business partner No. 60095

Business partner No. 62031

1st May 2010 – 31st March 2012 is shareholder of 80%

©


A business partner relationship forms a business-relevant connection between two business partners. Business partner relationship categories describe the business-relevant relationship between business partners. A business partner relationship can be given a time limit with start and end dates.

29

Business Partner Relationship Category Example



Contact Person Relationship

has contact person Organization

Function Department

©


Is contact person for

Person

Relationship Attributes Employee responsible General commercial powers of attorney

Communication data

30

You create a contact-person relationship with the relationship category “has contact person” between a business partner having the BP category Organization and a business partner having the BP category Person.

SAP ECC SAP R/3 The account group of the customer master defines the following: The number range Processes a customer can be used for (partner functions) Field attributes (for example, required entry fields)

©

SAP CRM



Customer vs. Account/SAP Business Partner

Grouping Determines the number range

Business Partner Role Business context Determines the classification implicitly with regards to data distribution

Classification Defines which account groups are assigned to a business partner


31

SAP ERP and SAP CRM have different data models. The business partner concept in SAP CRM is more flexible than the customer master in SAP ERP. The SAP ERP and SAP CRM systems also have different concepts for the number range assignment.

SAP ERP Customer Master



Customer Master (ERP) General Data Sales Area Data Company Code Data (Accounting) not existing in CRM

©


32

The customer master groups data into categories: general data, sales area data, and company code data. General data is relevant for sales and distribution and for accounting. It is stored centrally to avoid data redundancy. It is valid for all organizational units within a client. Sales area data is relevant for sales and distribution. It is valid for the respective sales area (sales organization, distribution channel, and division). Company code data is relevant for accounting. It is valid for the respective company code. The customer master includes all data necessary for processing orders, deliveries, invoices, and customer payments.

Mapping of Classifications and Account Groups

ERP For internal use by CSC only


CRM

Partner Role BP Role

Account group

Customer

0001

Prospect

Prospect

0005

Competitor

Competitor

0006

Consumer

0170

Sold-to party

Consumer

©

Classification

Sold-to party Ship-to party Bill-to party Payer


33

A mapping exists between business partners in SAP CRM and customers in SAP ERP (in both directions). You can display and configure the mapping using transaction PIDE in the SAP ERP system. You should create your own account group for the data transfer from SAP CRM to SAP ERP. In SAP CRM, the role categories Sold-to Party, Ship-to Party, Bill-to Party, and Payer are assigned to the classification Customer. This classification then is assigned to exactly one account group (PIDE). You can make system settings so that business partner data (such as customers) has the same numbers in both systems.



Transaction PIDE in SAP ERP

©


34

With transaction code PIDE in SAP ERP systems, the mapping of classifications to account groups, and vice versa, can be maintained. For detailed information on how to set up the data exchange for business partners, see the Best Practices documentation (Building Block C03: CRM Master and Transaction Data Replication).

Business Partner




Topic Summary

Explain the concept of the SAP Business Partner / accounts Describe relationships between accounts Explain the data exchange for SAP Business Partners

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35

Products

At the conclusion of this topic, you will be able to: Explain the basic concept of the SAP CRM product master Describe the procedure for enhancing the SAP CRM product master using set types and attributes

©


36



Topic Objectives

Product Types Services For internal use by CSC only


Materials

WN

IP

CRM Product Master

Warranties Financing

©


37

Products are goods that are the object of a company´s business activities. Products can be tangible, such as a PC, or intangible, such as services like PC maintenance. The product master provides you with information on the products that your company purchases and sells. It is the central source from which product-specific data can be retrieved. Product information is used in marketing, sales, and service processes. The CRM system recognizes up to six different product types. Some of them are industry-specific, like intellectual property (IP) or financing. Product types are predefined in the system. SAP ERP material master data can be transferred to the SAP CRM system. An SAP ERP material master comprises various data and views, some of which cannot be processed in the CRM system (for example, accounting data). Usually, only general/basic data and sales-specific data can be transferred to the CRM system.

Examples of Products

Repair "SRV1_4" (service)

2 years



Notebook "HT-1010" (product/material)

Customer warranty "WP_001" (master warranty)

Premium support "SER_023" (service/contract product) 8.00 12.00 18.00 8.00 12.00 18.00 Time

©


The figure shows some different products: Product / material HT-1010: This is a material that is loaded from the ERP system. It is salable and kept in stock. Service SRV1_4: This is a service that was created in the CRM system. It can be used in service orders, for example. Service SER_023: This is a service that was created in the CRM system. It contains information that is relevant for service contract processing. Warranty WP_001: This is a warranty that was created in the CRM system. It can be assigned to installation components and (individual) objects. Warranties are used in service processes.

38

Relationships

HT-1010

Customer material number

HT-1010

MS-1010 (BP 3271)

Service

Product ©

R-1160

Accessories

Relationship



HT-1010

SRV1_4

?


The Accessories relationship can be used in the context of product proposals (CRM Marketing). Product proposals can be made for customers who order products on the Internet and employees in the Interaction Center.

39

Basic Data

Sales Data

CRM Data



Structure of the CRM Product Master

Distribution chain Product Product categories categories MAT_HAWA R3PRODSTYP

Descriptions Descriptions

©

Control Control fields fields

Marketing Marketing

Sales unit

Size

Item category group

Color

Groupings Groupings

Additional Additional info info

EN "Monitor 1000"

Product group

DE "Bildschirm 1000"

Volume rebate group

Units Units of of measure measure

Sales Sales text text

Base unit PC

"This screen is not only flat, it is also extremely energyefficient"

... ...


40

From a technical point of view, the CRM product master is a collection or arrangement of various set types that contain specific data. Set types are delivered with the SAP CRM system. Standard set types contain the necessary business information for the business process. Customers can define their own set types for additional product information.

SAP ERP

SAP CRM

Material type

R3PRODSTYP

Material group

R3MATCLASS

Product hierarchy

R3PRODHIER

Customizing download

©



Base Hierarchies

Base hierarchies


41

The main base hierarchy replicated from SAP ERP is the base hierarchy for material/service R3PRODSTYP. This hierarchy is assigned to the application Product. Base hierarchies for the product types Intellectual Property, Warranty, or Service are created in SAP CRM. R3PRODSTYP is the default base hierarchy. Products that are loaded to the CRM system from the ERP system must belong to at least this base hierarchy. Assignments to other hierarchies are optional.

Setting Up Product Master Maintenance 1. Generation of base hierarchies by Customizing download from ERP Hierarchy

R3MATCLASS

Material group

R3PRODHIER

Product Hierarchy

R3PRODSTYP

Product Subtype

SAP Menu Architecture and Technology Middleware Data Exchange Initial Load Start



Hierarchy ID:

Object: DNL_CUST_PROD1

2. Assignment of the product application to a base hierarchy Sales

R3PRODHIER

Purchasing

R3MATCLASS

Product

R3PRODSTYP

SAP Implementation Guide CrossApplication Components SAP Product Product Category Assign Category Hierarchies to Applications

2a. Optional: Assignment of a product type to a base hierarchy

©

Material

R3PRODSTYP

Service

R3PRODSTYP

Warranties

WTY_HIER

IP

IP_HIER

Financing

FIN_HIER


To create the products of a particular product type, product categories and set type assignments that correspond to each product type must have been made.

42

Set Types and Attributes



Basic Data Set type "units of measure" Product categories MAT_HAWA R3PRODSTYP

Descriptions EN "Monitor 1000" DE "Bildschirm 1000"

Units of measure Base unit PC

©

- Field is key? - Multiple use? - Distribution-chain-dependent? - Active for templates?

Attribute "unit of measure" Attribute "volume" Attribute "gross weight" Attribute "net weight"


An attribute is defined by its attribute type (for example, integer, character string, or date), its attribute length, and (optionally) its value range or by a value table. Attributes help to describe products or individual objects. They are grouped into set types and are saved there. A set is a specific instance or a set type. Set types are stored in the system as database tables. Set types enable you to perform detailed modeling of products and objects in the system. Particular set types are predefined in the standard system. If they are not sufficient for your needs, you can define additional set types of your own and assign attributes to them. The attributes can be those predefined in the standard system or attributes that you have defined yourself.

43

R3PRODSTYP

Hierarchy

(SAP)

(customer)

= Category Set N

= Set

High tech

Set N

= Set with template

Set 1

Set N*

= Inherited set

Standard PC

= Product

Computer Set 1*



Categories and Hierarchies

Printers

Set 2

Set 1*

Monitors

Set 3

Set 1*

Standard PC

MS 1000

Inkjet printer

Laser printer

Set 1*

Set 1* Set 5

Set 3*

Set 4

Multi-devices Set 1* Set 7

Set 6 Set 3*

Set 3* Laser IT

©


44

The categories that are assigned to a product determine which product data is visible and can be maintained. Categories can also serve as groupings. Product categories are used to group products together according to various criteria. Categories inherit the product category and the set types of all higher level categories. The assignment of a product can be changed or deleted.

Enhancing the Product Master: Overview Hierarchy

Categories

Set types

Attributes



Products Computer Desktops Laptops

Color

Template possible

Monitors

(View = tab page)

Monitor characteristics

Size Discontinued model

Printers

Monitor characteristics ( Color Size Discontinued model ©

set 4)

MS 1000 (category "Monitors")

White 21-inch Yes


The figure above explains the various elements necessary to enhance the product master: Hierarchies Categories Set types Attributes

45

Download of Material Master Data



Source

Target

SAP ERP

SAP CRM 1.

Initial download (once)

2.

Delta download (permanent)

©


46

Material master data is replicated from the ERP system to the CRM system by the CRM Middleware. The adapter object in question is called MATERIAL. An initial download must be made first to download the required materials. Subsequent changes and new materials in ERP are then transferred by a delta download. Hint: To trigger the replication, choose Architecture and Technology Data Exchange Object Management Business Objects.

Middleware

For more details regarding replication of materials please have a look at Building Block Configuration Guide CRM Master Data Replication (C03).

Products

Now you are able to: Explain the concept of the SAP CRM product master Describe the procedure for enhancing the SAP CRM product master using set types and attributes

©


47



Topic Summary

Pricing (Conditions)




Topic Objectives

Explain the essential features of the condition technique used for price determination Carry out condition maintenance

©


48

This lesson describes the condition Customizing data and condition master data that is used for pricing purposes. When using SAP Best Practices for CRM, the sales order processing (quotation, sales order) takes places in the ERP system only. For the Best Practices scenario Opportunity Management, only a basic pricing determination using the material price is applied. For the Best Practices service scenarios, a pricing procedure is needed to calculate the pricing for services. To make sure that the pricing in ERP and CRM is synchronized, an existing ERP procedure has to be downloaded from ERP to CRM and assigned to the pricing procedure determination for services. The download procedure is described in the Building Block Configuration Guide CRM Master Data Replication (C03).

Pricing Procedure

Pricing Procedure

©

RVAAUS

1. Price

PR00

2. Customer Discount

K007

3. Sales Promotion

KA00

…



Pricing Procedure = Calculation Rule

…


The pricing procedure defines the valid condition types (such as Price, Customer Discount, and so on) and their calculation sequence in the transaction. The pricing procedure also defines the following: – Which subtotals are created and displayed on the pricing screens – If a condition type is mandatory – How far manual processing of pricing is possible – Which requirements must be fulfilled so that a specific condition type is taken into account Pricing procedures have a source (CRM or ERP).

49

Determination of Pricing Procedure

Sales Organization O 50002101

Distribution Channel

10

Pricing Procedure 1. Price 2. Customer Discount 3. Sales Promotion

Customer Pricing Procedure

Customer Group ©

1

determines



Organizational Data

(Division)

0CRM1 0PR0 0K07 0KA0 Document Pricing Procedure

A

Transaction Type Process


A pricing procedure used in sales transactions has to be determined for every combination of sales organization and distribution channel. Other influencing factors, such as Customer Pricing Procedure and Document Pricing Procedure, are used for the determination of a pricing procedure.

50

The condition type defines the characteristics and attributes of a condition.



Condition Types

You can define a condition type for every type of price, surcharge, or discount that occurs in your business transactions. K007

Discount %

Calculation type: Scale base type:

©

percentage value scale

Value from

Amount

$ 100 $ 1000 $ 10000

-1% -2% -4%

KF00

Freight

Calculation type: amount/weight

Amount $ 1 per 1 kg


51

The condition type determines the category of a condition and how it is used. The calculation type and the scale base type can be defined for each condition type. Each condition type can be set as an automatic surcharge or an automatic discount. Condition types have a source system (CRM or ERP). SAP ERP condition types can be loaded into the CRM system (Customizing download object CRM_PRC_CNDTYP).

Access Sequence



Access Sequence = Search Strategy Condition Type K027: Access Sequence K027:

©

1.

Customer-specific discount Condition table: Customer/Sales Organization

2.

Discount for price group Condition table: Price Group/Sales Organization

3.

General discount for the sales organization Condition table: Sales Organization


52

An access sequence is a search strategy that the system uses to search for valid data in a specific condition type. An access sequence comprises one or more accesses that are each defined by specifying a condition table. The sequence of the accesses controls the priority of the individual condition records. The accesses tell the system where to start searching for a valid condition record. Access sequences are assigned to condition types.

A condition table defines the combination of fields (keys) that identify an individual condition record.



Condition Table

Condition table Z007: Customer/Sales Organization: Condition table fields: Sales organization Distribution channel Division Sold-to party

©


A condition table defines the combination of fields that an individual condition record consists of.

53

Pricing Procedure

RVAA01

1. Price 2. Customer discount 3. Sales Promotion

PR00

Transaction

K007

Product A 55 PC

KA00

PR00 95 EUR/PC K007 -2%

Condition Type

PR00

Access sequence

ZPR0

Access Sequence

ZPR0



Condition Technique

Condition tables 1. Access: Customer/Material 2. Access: Material

Condition Records for PR00 Valid record not available Valid record available ©

From 1 PC: 100 EUR per PC From 50 PC: 95 EUR per PC


54

The system reads the first condition type of the pricing procedure and determines the assigned access sequence. This step, together with the following steps, is repeated for each condition type in the pricing procedure. The system reads the access sequence with the condition tables. The sequence of the condition tables forms the search strategy for determining the individual condition records. Each condition table contains the field combinations according to which the system should search in the condition records (for example, business partner – product – price). The system searches for valid condition records for the condition tables. If the system does not find a valid condition record for the first condition table, it carries on and searches for a condition record for the next condition table. Once the system has found a valid condition record for a condition table, it makes the result available to pricing in the form of prices and discounts. Different kinds of condition groups—for example, prices, discounts, surcharges, freight, or taxes—can be determined.

Condition Records



Data about conditions is stored in condition records. Special offer discount: Sales organization Level at which the condition is defined

Distribution channel:

01

Customer:

C1

Material:

M1

1st Period March 01 to April 30 $ 1000 $ 2000 $ 3000

©

1000

-1% -2% -3%

2nd Period May 01 to May 30 $ 1000 $ 2000 $ 3000

-2% -3% -4%


55

Data about conditions is stored in condition records. You can limit a price agreement to a specific period. To do this, specify a validity period. This can be useful when you want to have different price lists for different years, or have discounts valid only for the duration of a special offer. The values in a condition record (price, discount) can be maintained according to a values scale. You can specify an unlimited number of levels in a value scale.

You can start condition maintenance from the following objects in CRM:



Condition Maintenance

Business partners Business partner hierarchies Products Contracts (price agreements) Campaigns (discounts)

©


56

Condition Maintenance Groups and Contexts

Maintenance Context General (GCM)



Condition Maintenance Group

Business partner Contract Campaign Condition type 1 Condition type 2 Condition type 3

... Condition type 6 Condition type 7 Condition type 8

Condition type 4

Condition type 9

Condition type 5

©


A condition maintenance group bundles condition tables and types for condition maintenance. There is a special view in condition maintenance for this.

57

Pricing Analysis in Transactions Example



Order Customer: Miller Product

Quantity

M328

10 PC

©

Condition

Rate

UoM

per

Value

Curr

Material Price

100

$

1 pc

1000

$

Gross

100

$

1 pc

1000

$

Customer Discount

-2

%

- 20

$

Product Discount

-5

$

1 pc

- 50

$

Net Value

93

$

1 pc

930

$

Shipment Costs

+2

$

1 kg

+ 40

$

Final Amount

97

$

1 pc

970

$


You can carry out a pricing analysis in transactions. This is a log that gives you an overview of the transactions in automatic pricing. You can use this information to check how the individual pricing elements from the item are calculated in the system. Condition analysis is not available in the CRM WebClient UI. It can only be accessed using the SAP GUI and when the corresponding transaction is created or changed. User parameter PRC_TRACE = X must be set.

58





Topic Summary

Explain the essential features of the condition technique used for price determination Carry out condition maintenance

©


59

Organizational Model and Master Data:




Unit Summary

Maintain the organizational model in SAP CRM Explain the general concept of business partners in SAP CRM and their replication logic with SAP ERP Describe the product master concept in SAP CRM Explain the use of conditions (pricing data) and the condition technique for SAP Best Practices for CRM

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60

Exercises

Unit:


Lesson:



Outline an organizational structure using the organizational unit and position objects



Assign the attributes of an organizational unit



Create a determination rule and an organizational data profile, which are used for automatic organizational data determination

You are expanding your business by adding another department. You want to check the mapping of sales structures in your ERP system and maintain the attributes that describe the responsibilities of your new department. In addition, you would like to set up organizational data determination in CRM business transactions. Since you have already set up a new department in the organizational model with dedicated responsibilities, you want this department determined when creating a CRM document like Opportunity.

Task 1: You want to set up a new trade fair department that will visit trade fairs and other events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsible for contacts made at trade fairs. You want to add the new department to the existing organizational model for your business and use attributes to describe the department’s responsibilities. 1-1

Log on to the CRM WebClient UI in the role of a BP Power User. Search for the organizational structure of your company: BP Exercise Company.

1-2

On the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the ID and ## Trade Fair Department as the description. Maintenance of an address is optional in the context of this course.

1-3

To which sales organization is your new organizational unit, ## Trade Fair Department, assigned?

1-4

Can you change this assignment? Explain why.



Service -

1-5

Your ## Trade Fair Department is responsible for all trade fair contacts with business partners who have the postal code 750## in France. Before you enter this information, check whether there are other attributes describing the responsibilities of ## Trade Fair Department for the Sales scenario that are already assigned to the organizational unit. Write them down. Attribute

Value

Value to

Where do these attributes come from? Add an additional attribute Postal Code (scenario Sales) with the value 750##. 1-6

Your new organizational unit should be included during the organizational data determination. Make a corresponding entry for the Sales scenario. Save the new organizational unit.

Task 2: Add a new position to your organizational unit and assign an existing employee to this position. 2-1

Create the position ##Manager under ## Trade Fair Department and enter the description Head of Trade Fair Dept. ##.

2-2

Assign an employee that has already been created in the CRM system to this new position. When searching for the employee, enter Last Name Stone.

Task 3 – Optional (Customizing): Define a new determination rule in Customizing. This is later required later determine a suitable responsible organizational unit in business transactions. 3-1

Create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain



Scenario

Determination Rules to check whether there is a suitable determination rule that you can use. Hint: Determination Rule 10000164

Use ORGATTR## as the code for the new determination rule and Determination Rule ## as a description (object name). Hint: Use $TMP as the development class (package).

3-2

Delete the Region attribute from the container and save the determination rule. ________________________________________________________________

3-3

Simulate organizational data determination for postal code 750## and country FR (France). Which organizational units does the system find as responsible organizational units?

Task 4 – Optional (Customizing): Organizational data profile maintenance 3-1

Create the new organizational data profile ZORGPROF## with the description Organizational Data Profile ##.

3-2

Choose the Sales scenario.

3-3

Add the determination rule you created earlier.

3-4

Set the Sales Organization and Distribution Channel indicators.

Hint: Using the organizational data profile in business transactions will lead to error messages if the Sales Organization and/or Distribution Channels fields cannot be determined. The organizational data profile created by you will not be required until the exercise in the Transaction Processing lesson. You then will assign it to an individual transaction type (which you create yourself).



Copy the appropriate determination rule and maintain the following:

Service -

Unit

Solutions

: Organizational Model and Master Data

Task 1: You want to set up a new trade fair department that will visit trade fairs and other events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsible for contacts made at trade fairs. You want to add the new department to the existing organizational model for your business and use attributes to describe the department’s responsibilities. 1-1

Log on to the CRM WebClient UI in the role of a BP Power User. Search for the organizational structure of your company: BP Exercise Company. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Master Data  Search: Organizational Model

b) Within the block Search Criteria, enter BP Exercise* in the Description field and choose Search. Select BP Exercise Company in the result list. 1-2

On the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the ID and ## Trade Fair Department as the description. Maintenance of an address is optional in the context of this course. a)

Choose Organizational Unit (Create button) Description: ## Trade Fair Department Code: ##TradeFair

1-3

To which sales organization is your new organizational unit, ## Trade Fair Department, assigned? a)

1-4

In the Belongs To area of the Organizational Unit Details assignment block, you see that the sales organization BP Exercise Company is assigned to the new department.

Can you change this assignment? Explain why.



Lesson : Organizational Model

a)

1-5

You cannot change this assignment because it is an attribute inherited from a higher-level organizational unit.

Your ## Trade Fair Department is responsible for all trade fair contacts with business partners who have the postal code 750## in France.


Scenario

Attribute

Value

Value to

Where do these attributes come from? Add an additional attribute Postal Code (scenario Sales) with the value 750##. a) Choose the Attributes assignment block. Scenario

Attribute

Value

Sales

Distribution Channel

10

Sales

Ref. currency for document

EUR

Sales

Country

FR

Value to

These attributes were passed down from the root node. You can add the Inherited indicator using the personalization options. Add the attribute Postal Code (Sales scenario) with the value 750##. Choose Edit List. In the Value field for Sales scenario and Postal Code attribute, enter the value 750##. Save the new organizational unit.

1-6

Your new organizational unit should be included during the organizational data determination. Make a corresponding entry for the Sales scenario.


Before you enter this information, check whether there are other attributes describing the responsibilities of ## Trade Fair Department for the Sales scenario that are already assigned to the organizational unit. Write them down.

a) In the Organizational Unit Details assignment block (area Allow Org. Unit to be Determined), set the Sales indicator.

Task 2:

2-1

Create the position ##Manager under ## Trade Fair Department and enter the description Head of Trade Fair Dept. ##. a) In the Organizational Unit assignment block, select the new ## Trade Fair Dept. organizational unit so that the following position is created under this. Choose Position (Create button) Description: ## Head of Trade Fair Dept. Code: ##Manager Head of org. unit: Set

2-2

Assign an employee that has already been created in the CRM system to this new position. When searching for the employee, enter Last Name Stone. a) Choose Employee (Add button) Search criterion: Last Name Stone Select the employee Jennifer Stone within the result list. Save your settings.

Task 3 – Optional (Customizing): Define a new determination rule in Customizing. This is later required to determine a suitable responsible organizational unit in business transactions. 3-1

Create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use. Hint: Determination Rule 10000164 Copy the appropriate determination rule and maintain the following:



Add a new position to your organizational unit and assign an existing employee to this position.

Use ORGATTR## as the code for the new determination rule and Determination Rule ## as a description (object name). a) SAP Menu → Architecture and Technology → Configuration → Customizing SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Determination Rules Choose IMG activity documentation. The determination rule 10000164 (ORGMAN_7) corresponds roughly to the requirements. Close the documentation and execute the IMG activity. Enter the number 10000164 in the Rule field and choose Copy. Enter ORGATTR## as the object abbreviation for the new determination rule and Determination Rule ## as the description (object name). Choose Copy. Hint: Use $TMP as the development class (package).

3-2

Delete the Region attribute from the container and save the determination rule. a) Open the new determination rule in change mode. Select the entry Region on the Container tab page, right-click, and choose Delete to delete the entry. Confirm the dialog box, save the modified determination rule, and write down the number.

3-3

Simulate organizational data determination for postal code 750## and country FR (France). Which organizational units does the system find as responsible organizational units? Hint: If your organizational unit is not determined, check if the Allow Org. Unit to be Determined indicator is set properly for your organizational unit. If more than one organizational unit is found, someone might have maintained a postal code interval. a) Choose Simulate rule resolution and enter the attributes Postal Code 750## and Country FR. The organizational unit ## Trade Fair Department should be determined.



Choose SAP Reference IMG.

Task 4 – Optional (Customizing): Organizational data profile maintenance Create the new organizational data profile ZORGPROF## with the description Organizational Data Profile ##. a) Choose SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Organizational Data Profile. Choose New Entries and enter the data.

3-2

Choose the Sales scenario. a) Choose Sales from the list of scenarios.

3-3 Add the determination rule you created earlier. a) Enter the number of the determination rule that you just created in the Organizational Model Determin. Rule field.

3-4

Set the Sales Organization and Distribution Channel indicators. Hint: Using the organizational data profile in business transactions will lead to error messages if the Sales Organization and/or Distribution Channels fields cannot be determined. The organizational data profile created by you will not be required until the exercise in the Transaction Processing lesson. You then will assign it to an individual transaction type (which you create yourself).

a) Select Sales Organization and Distribution Channel. Save the organizational data profile.



3-1

Exercises

Unit:


Lesson:

Business Partner / Account Maintenance


Maintain accounts in the application



Explain the concept of business partners in the SAP CRM system

You want to maintain business partners and business partner relationships (contacts) for your trade fair business. You need to familiarize yourself with the basic properties of CRM business partners.

Task 1: One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system. Enter the following information in the appropriate fields.

Account Details Name 1

##Stockmann

Street/House Number

Rue ##

Postal Code

750##

City

Paris

Country

France (use input help)

Language

French (use input help)

Transport Zone

Region west (use input help)



Service -

1-2

Assign the role Sold-To Party to your account.

1-3

Maintain the Sales Area Data in the relevant assignment block. Using the Input Help select the sales area BP Sales Organization, Direct Sales, Product Division 10. Hint: If the Sales Area Data assignment block is not displayed, use the Personalization option to make it visible.

1-4

Enter shipping information. Shipping

1-5

Incoterms 1

Free house (Use input help)

Delivery Priority

High

Shipping Conditions

Standard

Enter billing information. Billing

1-6


Standard

Currency

EUR (Euro)

Terms of Payment

Pay immediately w/o deduction

Customer Price Group

Occasional buyer

Price List Type

Retail

Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST, and tax group FULL. Hint: If the Tax Classification assignment block is not displayed, use the Personalization option to make it visible. Save the account and note the number: __________________________________________________________



Choose Enter to confirm the data.

Task 2:

2-1

Add Michael ##Contact in account maintenance as a Contact. Enter the following data: Title

Mr.

First Name

Michael

Last Name

##Contact

Language

French

Function

Buyer

Department

Purchasing

You can see the number of the contact if you choose the Edit action to call the contact details again.

Task 3: Log on to the ERP system and analyze the data exchange settings for Business Partners/ Customers. Additionally, check the respective grouping settings in the CRM system. 3-1

Enter transaction PIDE to analyze the mapping of account groups and classifications for data exchange purposes. Which classification will be used within SAP CRM for a new customer created in SAP ERP with account group YB01? Within SAP CRM, will the business partner number be identical for the customer created in SAP ERP with account group YB01? Note the grouping that is used for the respective data exchange. ___________________________________________________________________

3-2

Within the SAP CRM system, which number range is assigned to the grouping that you determined in the PIDE transaction? ____________________________________________________________________



Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact. Add a new contact directly within the account ##Stockmann.

Solutions

Unit:


Lesson:

Business Partner / Account Maintenance

Task 1: One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system. Enter the following information in the appropriate fields:

Account Details Name 1

##Stockmann

Street/House Number

Rue ##

Postal Code

750##

City

Paris

Country

France (use input help)

Language

French (use input help)

Transport Zone

Region west (use input help)

Choose Enter to confirm the data. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Account Management  Create: Corporate Account

Insert the data above and choose Enter.

1-2

Assign the role Sold-To Party to your account.



Service -

a)

Choose assignment block Roles. Select the role Sold-To Party out of the list.

Maintain the Sales Area Data in the relevant assignment block. Using the Input Help select the sales area BP Sales Organization, Direct Sales, Product Division 10. Hint: If the Sales Area Data assignment block is not displayed, use the Personalization option to make it visible. a)

Open the assignment block Sales Area Data. Choose New. Sales Org. ID: Use the input help. In the list of available sales areas, choose BP Sales Organization, Direct Sales, Product Division 10.

1-4

Enter shipping information.

Shipping

1-5

Incoterms 1

Free house (Use input help)

Delivery Priority

High

Shipping Conditions

Standard

Enter billing information.

Billing Customer Pricing Procedure

Standard

Currency

EUR (Euro)

Terms of Payment


Customer Price Group

Occasional buyer

Price List Type

Retail



1-3

a) Choose Back.

1-6

Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST, and tax group FULL.


Save the account and note the number: __________________________________________________________ a) Open the Tax Classification assignment block. Select the following values. Country ID: FR (use input help) Tax Type ID: MWST Tax Group ID: FULL Choose Save.

Task 2: Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact. Add a new contact directly within the account ##Stockmann. 2-1

Add Michael ##Contact in account maintenance as a Contact. Enter the following data:

Title

Mr.

First Name

Michael

Last Name

##Contact

Language

French

Function

Buyer

Department

Purchasing

a) Access the transaction by choosing the following path in the CRM WebClient UI:


Hint: If the Tax Classification assignment block is not displayed, use the Personalization option to make it visible.

SAP CRM WebClient menu

Account Management  Search: Accounts

Search for your previously created account ##Stockmann. Branch to the Contacts assignment block, select New, and enter the data above.

You can see the number of the contact if you choose the Edit action to call the contact details again.

Task 3: Log on to the ERP system and analyze the data exchange settings for Business Partners/ Customers. Additionally, check the respective grouping settings in the CRM system. 3-1

Enter transaction PIDE to analyze the mapping of account groups and classifications for data exchange purposes. Which classification will be used within SAP CRM for a new customer created in SAP ERP with account group YB01? Within SAP CRM, will the business partner number be identical for the customer created in SAP ERP with account group YB01? Note the grouping that is used for the respective data exchange. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP ERP Transaction code

PIDE

In the dialog structure on the left-hand side, choose R/3  CRM: Assign Account Gr. to BP Classification. Account Group YB01 will be mapped to classification B, which stands for “Customer.” The business partner number in SAP CRM will be identical because the External field is marked for the combination of YB01 to B (which means that in SAP CRM, the number assignment is external = the number determined in SAP ERP). Grouping Y2 is used.



Save your entries.

3-2

Within the SAP CRM system, which number range is assigned to the grouping that you determined in the PIDE transaction? a) Access the transaction by choosing the following path: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Number Ranges and Groupings → Define Groupings and Assign Number Ranges / Define Number Ranges

For Grouping Y2 (Sold-To Party) the number range Y2 is assigned. Select the Intervals button in the IMG activity Define Number Ranges. For number range Y2, the interval 100000 (From number) to 199999 (To number) is assigned.



SAP CRM Customizing

Exercises

Unit:


Lesson:

Products


Identify various information in the product master



Explain the product master concept in SAP CRM

You want to analyze various data within a product master. You are also interested in the concept of the product master; thus you are checking objects like hierarchies, categories, and set types.

Task 1: You are interested in some detailed information regarding product H21. 1-1

Log on to the CRM WebClient UI in the role of a BP Power User. Search for Product ID H21 and analyze various data. To which base category is product H21 assigned? ____________________________________________________________________ Where does this information come from? ____________________________________________________________________ List the additional categories to which the product is assigned: ____________________________________________________________________ ____________________________________________________________________



Service -

1-2

For which distribution chain is product H21 maintained? ____________________________________________________________________

1-3

Analyze the sales price (and price unit) for product H21.

Task 2: Analyze Hierarchies, Categories, and Set Types that form the basis of the product master concept in SAP CRM. 2-1

Search for the hierarchy R3PRODSTYP and identify your previously determined category MAT_HAWA.

2-2

Open the detail information for category MAT_HAWA and note some of the set types that are assigned to this category.

Set Type ID

2-3

Set Type

Could you delete the assignment of the set types COMM_PR_MAT and COMM_PR_TAX? If not, why? ____________________________________________________________________ ____________________________________________________________________

2-4

Which object must you use if you would like to enhance the product master in SAP CRM with own fields? Where do you maintain this object? ____________________________________________________________________ ____________________________________________________________________



____________________________________________________________________

Solutions

Unit:


Lesson:

Products

Task 1: You are interested in some detailed information regarding product H21. 1-1

Log on to the CRM WebClient UI in the role of a BP Power User. Search for Product ID H21 and analyze various data. To which base category is product H21 assigned? Where does this information come from? List the additional categories to which the product is assigned:

a) Access the transaction by choosing the following path in the CRM WebClient UI: Master Data  Search: Products


In the Search Criteria block, enter H21 in the Product ID field and choose Search. Select the product from the result list. In the Product Details assignment block, you can identify the base category MAT_HAWA (Trading Goods) to which product H21 is assigned. This base category comes from the material type HAWA, for which the material has been maintained in SAP ERP. The main base hierarchy generally replicated from SAP ERP is the base hierarchy for material R3PRODSTYP. The product is additionally assigned to the following categories: Assignment block Categories Category ID

Category

Hierachy

00001B000100000003

Prod.Hier. Third Level

Product Hierarchy

YBT01

Product Group T01

Material Group



Service -

1-2

For which distribution chain is product H21 maintained?

1-3

Analyze the sales price (and price unit) for product H21. a) Open the Prices assignment block. The sales price is 1.755,00 EUR for 100 pieces.

Task 2: Analyze Hierarchies, Categories, and Set Types that form the basis of the product master concept in SAP CRM. 2-1

Search for the hierarchy R3PRODSTYP and identify your previously determined category MAT_HAWA. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Master Data  Search: Product Hierarchies

Select hierarchy ID R3PRODSTYP from the result list. Within the Categories assignment block, expand the node MAT_. Here you will find the category MAT_HAWA.

2-2

Open the detail information for category MAT_HAWA and note some of the set types that are assigned to this category. a) Select the entry for MAT_HAWA in the Categories assignment block. Note some of the set type IDs: Set Type ID

Set Type

PRREF

Permitted Object Categories

COMM_PR_MAT

Basic Data for Materials

COMM_PR_TAX

Product Taxes

COMM_PR_SALESG

Sales: Groupings



a) Open the Distribution Chains assignment block. The product is maintained for the sales organization BP Sales Organization and distribution channel Direct Sales.

COMM_PR_SALESA

Could you delete the assignment of the set types COMM_PR_MAT and COMM_PR_TAX? If not, why? a) It is not possible to delete the assignment of the set types COMM_PR_MAT and/or COMM_PR_TAX to the category MAT_HAWA because these set types are inherited from a higher-level node (MAT_). In the Inherited column, you can identify which set types are assigned directly to the respective category and which set types are inherited from a higher-level node.

2-4

Which object must you use if you would like to enhance the product master in SAP CRM with own fields? Where do you maintain this object? a) Attributes are used to enhance the product master in SAP CRM with own fields. Attributes have to be maintained in the SAP GUI menu using the following path: SAP GUI menu

Master Data  Products  Maintain Set Types and Attributes

In a next step, Attributes have to be assigned to the required set types.



2-3

Sales: Control Fields, Quantity

Exercises

Unit:


Lesson:



Explain the price determination within an ERP sales order on a high level basis



Navigate within a condition record in SAP CRM

You want to create an ERP sales order for a customer and analyze the price determination that is carried out automatically in the background. Furthermore you are interested in details of the condition record for the price which has been determined in the order.

Task 1: Your customer, Customer domestic 00, orders 200 pieces of product H21 and is interested in the price calculation. Analyze the pricing details of the order and enter a customer discount for this transaction. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Create an ERP Sales Order for your customer and enter the following data. Field

Value

Sold-To Party ID

100000

External Reference

BP Pricing Sales Order ##

Product ID

H21

Qty

200

Hint: If an Organizational Data – Webpage Dialog comes up, select the entry Dom.Sales Org, Direct Sales, Product Divison 10.

From a pricing perspective, what net value has been determined for this item?



Service -

____________________________________________________________________

1-2

Branch to the detail screen regarding the price determination. From a technical perspective, which condition type is used for the determined price element Price?

1-3

Enter an additional customer discount of 3% for this sales order. Which object of the condition technique is responsible for the sequence of the various condition types? ____________________________________________________________________

1-4

What step would be required if this customer should get the discount of 3% for all orders during the actual year, and not just for this sales order? ____________________________________________________________________

Task 2: Analyze the Price price element that has been determined for your newly created ERP sales order. 2-1

2-2

Branch to pricing maintenance in the WebClient UI (Master Data) and search for all price elements of type Price. Enter the following data.

Field

Value

Application

Sales/Service

Price Maintenance Group

Product sales prices

Analyze some details of the price condition record for product H21. Is a scale maintained for this condition record? ____________________________________________________________________ Is it possible to change the value of this price element?



____________________________________________________________________



____________________________________________________________________

Solutions

Unit:


Lesson:


Task 1: Your customer, Customer domestic 00, orders 200 pieces of product H21 and is interested in the price calculation. Analyze the pricing details of the order and enter a customer discount for this transaction. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Create an ERP Sales Order for your customer and enter the following data. Field

Value

Sold-To Party ID

100000

External Reference

BP Pricing Sales Order ##

Product ID

H21

Qty

200

Hint: If an Organizational Data – Webpage Dialog comes up, select the entry Dom.Sales Org, Direct Sales, Product Divison 10.

From a pricing perspective, what net value has been determined for this item? a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Sales Cycle  Create: ERP Sales Order

Enter the data listed above and press Enter. In the Items assignment block, you can identify a net value of 3.510,00 EUR for this item.



Service -

1-2

Branch to the detail screen regarding the price determination. From a technical perspective, which condition type is used for the determined price element Price? a) Within the Items assignment block, choose the Edit action for your previously entered item and open the Prices assignment block.

1-3

Enter an additional customer discount of 3% for this sales order. Which object of the condition technique is responsible for the sequence of the various condition types? a) Choose Add in the Prices assignment block. Choose Customer Discount from the list. Enter 3 in the Amount column and press Enter. In the condition technique, the pricing determination procedure is the relevant object to determine the sequence of the various condition types.

1-4

What step would be required if this customer should get the discount of 3% for all orders in the actual year, and not just for this sales order? a) A new customer condition record should be maintained in the ERP system for the required validity period. The discount will then be taken into consideration automatically when carrying out the price determination in the background.

Task 2: Analyze the Price price element that has been determined for your newly created ERP sales order. 2-1

Branch to pricing maintenance in the WebClient UI (Master Data) and search for all price elements of type Price. Enter the following data.

Field

Value

Application

Sales/Service

Price Maintenance Group

Product sales prices



In the first row of the pricing screen, you can see that condition type PR00 is used for the price element Price.

a) Access the transaction by choosing the following path in the SAP GUI menu: SAP CRM WebClient menu

Master Data  Search  Prices

As search criteria, use Price Element. Choose Price from the dropdown list. Choose Search. The result list contains an entry containing Product ID H21. Optionally, you could have included the Product ID as search criteria. 2-2

Analyze some details of the price condition record for product H21. Is a scale maintained for this condition record? Is it possible to change the value of this price element? a) There is no scale maintained for this condition record. You can see this in the Scale column. Choose the Edit icon for the H21 entry in the result list. It is not possible to change the value of this price element because the leading system for the condition maintenance is the SAP ERP system, not SAP CRM. You would have to change the value in the condition record in SAP ERP.



Enter the Application and Price Maintenance Group in the selection screen. Choose OK.

CRMFUN

INTE RNA L







Course Overview


©


2



SAP Best Practices for CRM V2.700 (with ERP Integration)

©


3

Transaction Concept

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



Unit Objectives

Give examples of the different CRM business transactions Describe the structure of business transactions Explain the concept of transaction types Create a customer-specific transaction type Explain the concept of item categories Describe copying control and related Customizing settings Configure functions of business transactions

©


4

Structure of Transactions




Topic Objectives

Give examples of the different CRM business transactions Describe the structure of business transactions

©


5

Business transactions in SAP CRM are used to describe business processes and transactions. Service Request



Business Processes in SAP CRM

Lead Opportunity

Service Contract Activity

Quotation

Complaint Contract Order ©


General structure of transactions: Every business transaction in SAP CRM contains header data such as description, number, and main business partner. Header data is controlled by a transaction type (defined in Customizing). Most business transactions can contain item data. Item data is available once a product is added to a transaction, for example, when adding a material into a sales order or a service product into a service contract. The generic concept of CRM transactions allows you to include different kinds of products in one transaction. For example, it is possible to add a service product (twohour repair) and a material (selling something) to a service order.

6



Example: UI Business Transaction

Header Data

Item Data Item Actions

©


This figure shows a standard SAP CRM in-house repair order, which is one of several different business transactions available with SAP CRM. Independent of the type of business transaction, the look and feel is always similar. With item actions, a user can navigate into the Edit mode of item details. When in Display mode, a user can use the item number hyperlink to navigate to the item details (in display mode).

7

Business Transaction General data, such as: Description Priority Sales cycle Purchase order number Pricing procedure Status Subject ...

Material 1 Quantity

Item-specific data, such as:

Material 2 Quantity

Pricing relevance ATP relevance Confirmation relevance Resource planning relevance Billing relevance ...



Business Partners

Service 1 Quantity

©


8

A business transaction represents a business interaction with a business partner. The structure of a business transaction depends on the leading business transaction category (for example, contact, opportunity, sales, or service). Tasks usually only have a header level. Leads, opportunities, sales, and service transactions usually have header and item levels. Depending on the business context, it is mandatory to include at least one product into the transaction. For example, a sales order or a service contract usually contains at least one line item (product). Sales transactions have an additional schedule line level (delivery quantities and delivery dates, possibly after an ATP check).

Transaction Concept

You are now able to:



Topic Summary

Give examples of the different CRM business transactions Describe the structure of business transactions

©


9

Transaction Types, Item Categories, and Item Category Determination




Topic Objectives

Explain the concept of transaction types Create a customer-specific transaction type Explain the concept of item categories Describe copying control and related Customizing settings.

©


10

Transaction Types

Text Determination Partner Determination Status Profile Organizational Data Profile Date Profile Action Profile ...

Transaction Numbering (Number Ranges) Item Numbering ©

Description Leading Transaction Category

Transaction Type

Product Determination

Specific Settings Determinations - Contract - Quotation ... Specific Profiles


11

A transaction type defines the attributes and characteristics of a business transaction (for example, a sales order, service request, lead, or appointment) and the controlling attributes. A transaction type controls how a specific business transaction is processed. Transaction types contain “generic ” settings like number ranges, different profiles, and procedures. Depending on the leading transaction category, specific settings are applied to transaction types on a lower level.



Profiles and Procedures

Business Transaction Customizing: Header

Business transaction attributes and characteristics: Leading business transaction category Control attributes



Define transaction types.

Assign business transaction categories. Additional business transaction categories: Dependent on leading business transaction category

Customize at header level. Different settings according to business transaction category

Assign blocking reasons. Considering the business partner status

Allowed channels for transaction types. Restricting the usage of the transaction type

©


12

Transaction types are defined in customizing. SAP delivers a few hundred transaction types. Some are industry-specific. Customers can and will define their own transaction types. Every transaction type contains general control attributes, for example, many profiles and procedures, number range assignment, and so on. Because many different marketing, sales, and service transactions have to be controlled via transaction type customizing only, every transaction type is assigned to one or more business transaction categories with controlling attributes. Those business transaction categories express different “aspects” of a transaction. The data model restricts the combination of leading business transaction with business transaction categories. For example, it is not possible to add an Opportunity aspect to a sales order transaction type. As of SAP CRM 5.0, it is possible to restrict the usage of transaction types in different interaction channels using the setting Channel for a transaction type. A prerequisite for the replication of order items (for example, returns or sales order items) to the ERP system is that the technical key of the transaction type equal technical key of the sales document type (as well as item categories, item category determination, and so on). Caution: It is not possible to download SAP ERP sales document types to SAP CRM transaction types because of the different data models.

Item Categories

Description

Text Determination Partner Determination Status Profile Date Profile Action Profile ...

Leading Item Category (Object Type)

Item Category

Product Determination

Product Determination Specific Settings Structure (BOM Explosion) Configuration Data ©

Relevance - Billing - Resource Planning ... Specific Profiles


13

An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed. First, you assign the item category to an item object type. The item object type defines the business context in which an item category is used. Like transaction types, an item category is assigned to one or more business transaction categories. Item categories contain “generic ” settings, for example, different profiles and procedures that are related to basic transaction functions. Depending on the leading item category (object type), specific settings can be applied to item categories on a lower level.



Profiles and Procedures

Business Transaction Customizing: Item



Define item category. Item attributes and characteristics: Controlling attributes Item object type

Assign business transaction categories. Assign business transaction categories: Only certain combinations are permitted

Customize at item level. Different settings according to business transaction category

©


14

Item categories are used to control the item level of a business transaction. When you create a service order, you can add a service item that is resource-planningrelevant. At the same time, you can add a material (service part) that needs an availability check. You can also add a material (sales item) that will be transferred to the ERP system to trigger a delivery. These three items are different, and they are controlled by the item categories. Caution: It is not possible to download SAP ERP item categories to SAP CRM.

Customizing: Item Category Determination

Transaction Type

Product Master

Item Category Group

Program

Item Category Usage



Transaction

Main Item Category

= Item Category Default value Alternative item categories ©


15

Once a product is entered into a business transaction, the system automatically tries to determine a default item category. In many cases, the transaction type - as well as the item category group (from the product master) - is used to determine a default item category. For special requirements, the item category usage (for example, when adding free goods items) and the item category of the main item are also needed. If alternative item categories are maintained, a user can overwrite the default item category in a business transaction. In case of document replication: The determination procedure of item categories should be set up just as it is in the ERP system. Otherwise, problems can occur during the upload to ERP. SAP delivers the most common item categories for sales transactions (TAN, TAM, TAC and TAE).

Examples of Item Category Determination Material 1

Quotation (AG)

Service order (SRVO)

Service contract (SC)

NORM

SCN

SRVP

AGN

SRVS AGC

Material 2

… AG

0002

Service

AG

SRVO

SC

SC

+

+

+

+

+

+

NORM

0002

SRVP

NORM

SRVP

SRVP

+

+

+

+

+

+

<

>

<

+ <

>

<

+ >

<

> +

>

<

>

<

>

<

>

SERV

+

+

+

SRVP

SCN

=

=

=

=

=

=

AGN

AGC

SRVP

SRVS

SCN

FAPF

SRVP

©

SRVO

FAPF FAPF FAPF …


16

Examples for item category determination: A sales item (NORM) in a standard sales order (TA) results in item category TAN. A sales item (NORM) in a standard sales order (TA) that belongs to a higher-level item of item category TAN results in item category TANN when free goods determination takes place (item category usage is FREE). A service product item (SRVP) in a standard service order (SRVO) results in item category SRVP.



With billing plan

Copying Business Transaction

Data copied from a business transaction: You can choose the transaction type for the follow-up transaction Header data is copied You can select items Transaction history is updated

Copy For internal use by CSC only


Create Follow-Up Transaction

Copies current transaction document: Same transaction type Header data and item data is copied Transaction history is not updated; no relationship to predecessor

Prerequisite: Copy control settings

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17

Transaction History/ Document Flow in Transactions

Transaction History



The transaction history allows you to display interlinkages between business transactions at header and item level. Transaction Analyzer

Quotation Replicated document Contract Service orders Confirmation … Shipping Documents Delivery documents

The display of the transaction history is context-specific and depends on each transaction type.

Confirmations Confirmations Billing Documents Invoices Credit memos Debit memos ©


The transaction history is updated when follow-up transactions are processed. You can navigate from the transaction history to linked business transactions. In some cases (for example, delivery), you can use the transaction history to navigate to a connected ERP system; however, this requires using the SAP Internet Transaction Server (ITS). The transaction history is also available on item level.

18

Customizing: Copy Control

Transaction types

AG

Target General control Detailed data

Source

Item categories

Item category determination during copying

©

AGN

TA

Target General control Detailed data

Source item category

ZAG1



Source

Transaction Type

+

TA

TAN

Target item category

ZTA1


Copy control is required to process follow-up transactions. Copy control is mandatory for item categories if you want to copy products (items) to a follow-up document. Creating a service order that will automatically be assigned to a service contract (using contract determination) requires copy control for item categories only. The definition of item category determination when copying is optional and can be used if item category determination is not required in the target transaction. You can maintain copy control in Customizing by choosing SAP Implementation Guide Customer Relationship Management Transactions Basic Settings Copying Control for Business Transactions.

19

Activities can always be created as follow-up transactions. Customizing copy control is possible, but not necessary. Customer visit

Order

Creation of a follow-up activity

Customer Product ...

Telephone call

Contract

Creation of a follow-up activity

©



Follow-Up Activities

Customer ...

Copy control


20

You can copy an existing business transaction and use it as the basis for a subsequent transaction. You then have two options: Create a follow-up transaction. Copy a business transaction. In this case, the system creates a copy of the transaction currently in use and displays it for processing. When the copied transaction is saved, the transaction history is not updated. That is, the copied transaction has no connection to the reference document. Copy control Customizing is not required to create a follow-up transaction.

Transaction Types, Item Categories and Item Category Determination




Topic Summary

Explain the concept of transaction types Create a customer-specific transaction type Explain the concept of item categories Describe copying control and related Customizing settings.

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21

Functions in Business Transactions




Topic Objectives

Configure different basic functions of business transactions

©


22




Organizational Determination Partner Processing Text Determination Date Management Status Management Actions

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23

Determining the Responsible Organizational Unit Transaction For internal use by CSC only


Manual entry

Organizational data or Automatically via responsibility Customizing

Responsible organizational unit Sales organization

or Automatically via organizational model Customizing

Distribution channel

Service organization

then All other organizational units derived from the responsible organizational unit ©


Users can enter the relevant organizational data for each transaction manually (no automatic determination). You can define rules in Customizing for automatic organizational data determination. There are two different rule types: Responsibility determination rules Organizational model determination rules There are many SAP standard determination rules available. In the corresponding IMG activity, use the search help to find appropriate determination rules before creating new rules.

24

Organizational Data Determination: Conclusion

Organizational Data Profile Application

©



Transaction Type

Customizing

Determination Rule

Rule Type: Responsibilities

Rule Type: Organizational Model

Responsibilities can be assigned directly

Determination according to the attributes of the organizational units

Only organizational units, no attributes required

Organizational model must be defined with attributes


Organizational data determination (always at header level) includes the following steps: The system reads the transaction type, for example, standard order TA. The system reads the organizational data profile that is assigned to transaction type TA, for example, 0000001 (Sales). The system reads the determination rules that are assigned to the organizational data profile. Several standard determination rules are available. For example, rule 10000144 (ORGMAN_14) checks for maintained sales areas of the business partner and finds corresponding organizational units (similar to the ERP organizational data determination in sales transactions). You define your determination rules and the organizational data profiles in Customizing. In addition, you specify the determination rules and assign the organizational data profile to your transaction type.

25

Which external partners are involved – for example, supplier, payer?

Which partners must be involved in a business transaction?



Aims of Partner Processing

Transaction Which internal partners are involved – for example, responsible employees, service technician groups?

Are individual partners found automatically?

Where does the system look for involved partners? ©


26

Partner processing controls how the system works with business partners in transactions. It ensures the accuracy of partner data in transactions by applying rules you specify in Customizing, and it makes your work easier by automatically entering certain partners and related information, like addresses. One of the most important aspects of partner processing is partner determination, the process by which the system automatically finds and enters the partners involved in a transaction. In most transactions, you manually enter one or more partners, and the system enters the others through partner determination. Various sources of information make partner determination possible; two of the most important are business partner master data and organizational data. Partner determination controls business partner processing in transaction processing. Partner data can be checked for correctness using rules defined in Customizing. In this way, the user creates complete, consistent transactions. All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently. Partner processing allows you to define partners with your company’s terminology. It also lets you specify exactly how partners are handled in transactions and how SAP CRM and SAP ERP exchange partner processing information.

Automatic Partner Processing

2.

Create transaction. For internal use by CSC only


1.

Enter main partner/object. Activity partner Sold-to party Account Prospect Installation component/object

ENTER

3.

The partners involved are determined by the system. Contact person Ship-to party Service technician group

©


27

The main business partner or technical object (installed base component or object) is specified during transaction processing. During sales, this is usually the sold-to party; during an opportunity, this is the sales prospect. Partner processing ensures that other partners involved in the transaction are determined automatically by the system. In a sales transaction, for example, these other partners are the ship-to party, the bill-to party, and the payer. In an opportunity, for example, these other partners are the contact person(s) of the sales prospect and the (own) responsible employees.

Partner Processing in the Application

2. Automatic partner search



1. Mandatory partner

3. Manually changeable/alternative 4. Partner determination at item level

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In a transaction, partners can be determined at both header and item level. 1. Which partners must be involved in the transaction? It is possible to define that certain partners are mandatory for a business transaction. If the determination fails or no partner was entered manually by the user, the business transaction will result in an error. 2. Are partners determined automatically? It is possible to automatically determine partners by using access sequences (search strategies). 3. Manually changeable Users can change partners that were determined automatically if this setting is made for the appropriate partner function in Customizing. Under exceptional circumstances, you can choose Alternative proposals to restart the partner search (for example, after the change of other involved partners). 4. Partners determination at item level It is possible that different partners are determined at item and header levels. For example, because of the product category, you might find a responsible employee. This means that you must enter a partner determination procedure in the corresponding item categories.

28

Transactions



Partner Processing in Customizing

Business Partners

Partner Processing

Partner Function Category

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Partner Function

Partner Determination Procedure

Access Sequence


29

Partner function category: This classification of responsibilities is used as a system key to identify the partner function and the business partners who take on these responsibilities. The SAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. For example, the customer partner function has the partner function category sold-to party. Partner function: The partner functions describe the people with whom you do business. Customers can also be referred to as sold-to parties, clients, patients, or tenants. Partner functions describe those partners that you use in your organization. You can assign names freely. Partner determination procedure: This procedure involves rules that determine how the system works with business partners during transaction processing. This procedure combines partner functions and access sequences. Access sequence: This is a search strategy for determining the data sources the system uses for partner determination, and the order in which the sources are used.

Partner function category Employee

Partner function

Partner function

Partner function

Area manager

Salesperson

Service employee

Relationship category Lock



Partner functions are freely definable. Partner function categories are predefined. ©


30

Partner function categories are predefined “classifications” and are assigned partner functions. The system uses these categories to identify and work with partner functions. The partner function category Undefined Partner is a free category that you can use when none of the other partner function categories suit your needs. The benefit is that you can create partner functions and include them in transactions, even when none of the predefined categories are appropriate. The system’s processing of the Undefined Partner category is limited. Normally, there are certain system functions or rules associated with a function category. For example the system “knows” that a sales transaction must include a sold-to party. In the case of the Undefined Partner, you can assign a partner function to this category and choose any relationship category—either an existing one or one you create yourself—to correspond to it. However, the relationship category Is the Undefined Partner Of corresponds only to the partner function category Undefined Partner. Partner functions are defined in Customizing: SAP Implementation Guide Customer Relationship Management Basic Functions Partner Processing Define Partner Functions. When you define a partner function, you can assign a (corresponding) relationship category. This relationship category corresponds to the business partner relationship category. For example, the relationship category is responsible BP for is assigned to the partner function Employee Responsible. If an access sequence is defined for determining the employee responsible from the business partner relationships, the corresponding person must be assigned with the relationship category (Is the Employee Responsible For/Has the Employee Responsible). Block: Specifies whether the source partner for a partner determination is added to the results list of that determination. For example, if the lock field is set for the contact person partner function, the sold-to party is not determined as its own contact person in a sales transaction. If, on the other hand, the lock field is not set, the sold-to party can also appear as the contact person function in the transaction.



Partner Function Categories and Partner Functions

The partner determination procedure basically specifies which partner functions can be found automatically in a transaction.



Partner Determination Procedure

Partner determination procedure Telesales Procedure user Partner functions Sold-to party Ship-to party Bill-to party Payer Employee responsible

Interface settings ©

Settings for each partner function: Min./Max. number Can partner be changed in transaction? Which search strategy should be used? Which address? Can the address be changed? Calendar maintenance/relevance


31

Partner determination procedures are defined in Customizing: SAP Implementation Guide Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure. A partner determination procedure can be assigned to a transaction type and an item category. A partner determination procedure consists of different levels: Procedure user (for example, sales transaction, service transaction, or opportunity) Partner functions in the procedure (for example, sold-to party or employee responsible) To prevent every partner function that is defined in the system and corresponding partners from being included in transactions, select Permitted Functions = Only Functions Assigned in Procedure. The determination time can be set for each partner function. However, partner determination occurs only before the initial save. If a transaction is saved and then subsequently altered, no new partner processing (determination) takes place. A simpler form of the partner determination procedure is used in Installed Base Management and Case Management.

An access sequence is a search strategy that provides the data sources and the order in which the system checks those sources during partner processing. Access sequence 0004: Partner det. proc. Telesales

Access 10: Preceding document Access 20: Territory Management Access 30: Organizational model Access 40: Relationships

Partner Functions

©

Sold-to party

Access sequence 0001

Ship-to party


Contact person


Employee resp.


Other possible sources: Logon user (employee) Installation component Pricing hierarchy Business Add-Ins


32

In the partner determination procedure, you can select which access sequence should be used to determine the partner for each partner function. If there is no access sequence in the partner determination procedure for a partner function, you can enter the partner manually. The documentation related to this IMG activity contains valuable information about the different customizing options within the access sequence definition. There are many sources that can be used within access sequence definition. Some examples of sources that are not mentioned on the slide are: BP Relationships By Sales Organization Group Hierarchy For Partner Than Can Be Called Partner Determination Via Reference Objects (Header) Customer-specific sources can be defined via BAdI definition COM_PARTNER_BADI.



Access Sequences

Partner Processing: Conclusion

Customizing Settings



Transaction Type

Partner Determination Procedure Process in SAP CRM

Partner Functions

Access Sequences

Preceding Document ©

Organizational Data

Business Partner Relationships

Current Partners


In Customizing, the business transaction (for example, quotation, order, or service contract) is assigned to the transaction type business transaction types. Procedure users are assigned to the partner determination procedure. To assign a partner determination procedure to a transaction type, the business transaction type and procedure user must match.

33

Texts/ Notes in Transactions



Notes The text of the text field in the details of a business transaction is transferred with the logon language to the first position of the "Notes" assignment block.

Notes First note Header note Customer requirement Internal note

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You can create texts and notes for several other objects in the SAP CRM system, including: Business partners Products Product catalogs Billing documents (header and item) Texts can be maintained in different languages.

34

Text Determination Procedure

Item Category For internal use by CSC only


Transaction Type

Text determination procedure Which applications can use the procedure (that is, determine text objects)? Which text types should be displayed? (For example, internal note, customer inquiry, report) How should texts in the document be processed? (Mandatory or optional, changeable, and so on) How should the texts be determined? (Access sequence: template object and template text type) ©


According to your business scenario, you combine a number of text types in the text determination procedure. These texts are displayed automatically in transactions, or can be entered manually. Text objects and text types are defined in Customizing: SAP Implementation Guide Customer Relationship Management Basic Functions Text Management Define Text Objects and Text Types. Text determination procedures and access sequences are also defined in Customizing: SAP Implementation Guide Customer Relationship Management Basic Functions Text Management Define Text Determination Procedure.

35

Date management enables you to process the dates that are relevant for you in one transaction.



Date Management

Examples of date types in business transactions:

©

Date type:

Date rule:

Activity

Planned date: Actual date:

Current date

Sales contract

Contract start: Runtime: Contract end:

Current date One year Contract start + validity period

Call customer:

Contract end - two weeks


36

Date management enables you to process as many dates as you wish in a document. It is used, for example, in contracts (for example, cancellation date or run time), activities (total duration of an activity), and quotations (“valid to” date). You can, however, also use it in any other transaction types. Dates are important for the correct processing of all business transactions. In global business processes that cover several countries and time zones, it is necessary to have a date management system that can convert time zones and the factory calendar in documents of business partners involved in a transaction. The Date Management component enables you to process as many dates as you require in a document. You can either enter dates yourself, or, by using date rules, have the system calculate these. In Customizing, you can define date types, durations,, and date rules to meet your requirements.

Date Profile



Transaction Type

Date Profile: Which date types can I use? Which durations are included? What attributes have been given to the dates and durations? How are the dates determined (date rules)?

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37

Date types are descriptions of business transaction dates, for example, start of contract, end of contract, or date of signature. The duration is the period between two points in time. It consists of a numerical value and definable time unit. Date profiles, date types and date rules are defined in Customizing: SAP Implementation Guide Customer Relationship Management Date Management Define Date Profile.

Basic Functions

SAP Implementation Guide Customer Relationship Management Basic Functions Date Management Define Data Types, Duration Types and Date Rules.

System Status

User Status

(SAP standard status)

(Customer status)

Meaning determined by SAP standard

Can be defined in status profile in any way

Examples: Open In Processing Error Complete Distribution Lock

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Status Management

Examples: Customer Action To Release Released Rejected Triggered


38

System statuses: If a status profile (for the user status) is not assigned to a transaction type/item categories, system statuses are displayed in the application (in the transaction). In standard systems, some of the system statuses are not displayed in the CRM WebClient UI. The user only sees the statuses that are relevant to him or her. Other statuses that are required for the program flow are set, but not always displayed. User statuses: If a status profile (for the user status) is assigned to a transaction type/item categories, user statuses are displayed in the application (in the transaction). SAP Implementation Guide Customer Relationship Management Transactions Basic Settings Status Management Change Status profile for User Status.

Status Profile



Transaction Type

Status Profile Definition of user status: With or without status number Transaction control Authorization key

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User statuses are defined in a status profile. In status profiles you can: Define the activation sequence of user statuses. Define an initial status/start status. Set a transaction status that is connected with the user status. You must assign at least one object type, such as the CRM order header, to the status profile.

39

Examples for Actions

Set quotation to completed.

Validity period expired

Create follow-up task as planned activity.

Sales cycle

Repair

Generate a diagnosis item.

Repair item not completed

Order

Print the order confirmation.

Order free of errors

Quotation

Opportunity

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Condition:




Action:

40

Actions are important for maintaining and improving business relationships. You can start processes, which use user-definable conditions, from transaction and marketing objects. You can tailor the type and time of actions to your customers’ requirements and your company’s processes. The Actions component also controls output. It replaces Output Determination in the SAP ERP system. Actions refer to the Post Processing Framework (PPF) Basis components, which can automatically trigger output, follow-up activities, or workflows. SAP provides approximately 200 action profiles that can be used in transaction processing (Application = CRM_ORDER). Other applications, such as billing (BILLING) and case management (CRM_CASE), also make use of action processing.

Action Processing: Workflow Transaction Type

Item Category


Actions can be freely defined according to the demands of your company’s processes.

Action(s)

Conditions can be time-dependent using dates and date rules (date profile).

Schedule Condition Fulfilled

Schedule Automatically

Yes

Scheduled actions

Start Condition Action list

No

Processing Time Schedule manually

Schedule new actions

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Fulfilled

Immediately When Saving Selection Report

Processing Types Smart Form Workflow Methods


An action profile is determined from the corresponding transaction type or item category. You can assign an action profile directly to a transaction type or item category. You can define an action profile determination, which is based on condition technique. Condition technique is also used in CRM Pricing.

41


Action profiles may be found using additional settings.

Action Profile

Conditions

The schedule condition decides whether an action should be scheduled for processing. An action is generated (visible) only if the schedule condition is met.

Contract

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Net value greater than $ 1,000,000

Start Condition The start condition is checked before the action is executed. The action is executed only if the start condition is met.

Contract

Contract cancellation


Schedule condition: If the schedule condition (of an action) is not met, the action is no longer available in the transaction. Start condition: Actions that are available in the transaction can only be executed if the start condition is met. Condition definition: There are two modes for defining conditions: – Mouse-oriented PC mode – Direct text entry mode (traditional) When editing conditions, you can use expressions and constants and connect them with operators, for example, Status = “in process.” Conditions can be checked for proper syntax, and then tested.

42



Schedule Condition

Processing Time

Immediately

Complaint

When Saving

Quotation



Processing Types Selection Report

Customer Order

Subsequent item Credit memo Visit

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43

If you select Immediately as the processing time, the action is started as soon as the start condition is fulfilled. If you configure the system so that processing starts when saving, the action is started when the transaction is saved. If you define processing with the selection report, and the start condition has been fulfilled, the action is started after the execution of a selection report. This processing type is particularly useful for actions that are used for deadline monitoring (such as monitoring the service level agreements). Actions are displayed in transactions that support actions, and to which an action profile is assigned. You can display a list of actions scheduled for the transaction on the Actions tab page of the transaction. The following information is displayed in the list for each action: Status (action scheduled, action processed) Description (purpose of action) Conditions (settings for action definition and conditions) Creator, creation date

Processing Types

Smart Forms

Customer Order

Workflow



Processing Types Methods

Quotation

Opportunity

E-mail

Release procedure for quotation depending on net value ©

Visit

Task


The available processing types include: Smart Forms Workflow Methods Smart Forms are used for activities such as printing, e-mailing, and faxing documents, such as order confirmations. Actions can create an event to start a workflow. Methods are Business Add-In (BAdI) implementations. You can define your own BAdI implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BAdI.) There are many BAdI implementations supplied by SAP that are used in the standard transactions. Examples for standard methods include the following: COPY_DOCUMENT (create a follow-up document) COMPLETE_DOCUMENT (set status completed within document) CREDIT_MEMO (create credit memo item) REPAIR_ITEM (create a repair item) 1O_EVENT_CREATE (create a workflow event)

44

Example: Actions in a Quotation 1. Complete quotation Schedule automatically Processing time

Object type (user) Date profile Context class

Action merging

No

Maximum of one successful action

Determination technology

Conditions

Method COMPLETE_DOCUMENT

2. Print quotation

Print quotation (QUOTATION_PRINT) Release quotation (QUOTATION_RELEASE) Start release workflow (QUOTATION_RELEASE_WORK FLOW) Quotation reminder (QUOTATION_REMINDER) ©

Yes

Partner-dependent/partner function

Processing type

Feedback from customer (QUOTATION_FEEDBACK)

Selection report

Can be executed online

Actions Complete quotation (QUOTATION_COMPLETE)

Yes

Schedule automatically Processing time

Yes

Immediate

Can be executed online

Yes

Partner-dependent/partner function

No

Action merging Maximum of one unprocessed action per action definition Determination technology

Conditions

Processing type Smart Form CRM_ORDER_CONFIRMATION_01


45

The assignment of an action profile to an object type (the relationship to the leading business transaction type of a transaction category) controls which transaction types can be used by the action profile. Actions are always determined for each action profile separately, and may contain different detail settings. SAP Implementation Guide Customer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions . Conditions are defined using a separate function. SAP Implementation Guide Customer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and conditions Define Conditions. The start transaction for editing action profiles and conditions is /nSPPFCADM.



Action profile Quotation

Action Monitor



The action monitor gives you an overview of all scheduled and processed actions and their statuses. You can trigger repeat action processing and display output (preview). You can define selection variants and use them for background processing.

SAP GUI

©


46

You can use the action monitor to monitor and trigger the processing of actions for several transactions. The action monitor program, RSPPFPROCESS, originates from the Post Processing Framework (PPF). You can use this program to check the processing of the actions (for example, output, follow-on documents). If you set Processing using selection report processing time for an action in Customizing (for example, for a message), you can select the actions with this program and initiate their processing. This is particularly useful for actions that are used for deadline monitoring. You can also use the action monitor to process actions with the processing time When Saving if, for example, time-dependent conditions were fulfilled after a certain time without any changes to the transaction. The program should be executed regularly so actions are also started in these cases.





Topic Summary

Configure different basic functions of business transactions

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47




Unit Summary

Give examples of the different CRM business transactions Describe the structure of business transactions Explain the concept of transaction types Create a customer-specific transaction type Explain the concept of item categories Describe copying control and related Customizing settings Configure different basic functions of business transactions

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48

Service -

CRM Transaction Processing


Create a new transaction type



Define an item category determination procedure



Define a copy control procedure



Set up a partner determination procedure



Define a text determination procedure

You want to execute different Customizing settings in transaction processing in CRM.

Task 1: Create a new transaction type and set up copy control. 1-1

Create a new transaction type by copying the provided Best Practice Lead (YLD). Use the following data for your new transaction type:

1-2

Field name

User action and values

ID NEW

ZL##

Description New

BP Lead ##

Org. Data Prof.

Y00000000003

Set up the item category determination for your new transaction type. Use the following data for your item category determination: Field name


ITEM category Group

NORM

ITEM Category

LEAD



Unit:

Exercises

1-3

Define copy control so that you can create a follow-up document of type Best Practice Opportunity (Y002) based on your newly created Lead (ZL##).

1-4

Test your new transaction type with Business Partner 100000 and Product D300 and create a follow up document: BP Opportunity (Y002).

1-5

Which item category was determined in the new BP Opportunity? Analyze the required customizing for the follow-up document related to item categories.

Task 2: Set up a new partner determination procedure. 2-1

Create a new partner determination procedure by copying the standard procedure 0000016. Use the following data:

2-2

Field name


ID NEW

ZP000##

Description New

BP Partner ##

Create a new access sequence. Use the following data: Field name


Access Sequence ID

ZZ##

Description

Access Sequence ##

Batch Sequence

10

Dialog Sequence

10

Source

CRM_PARTNER_C (Business Partner Relationships)

Partner Function

00000015 (Contact person)

2-3

Assign the new access sequence within your new partner determination procedure at the partner function Contact Person.

2-4

Assign your new partner procedure to your new transaction type.

2-5

Test your settings and create a new lead with Business Partner 100000. Check if the contact person is found.

Hint: Use the business role BP_SLS_EMPL - BP Sales Employee.



Hint: Use the business role BP_SLS_EMPL - BP Sales Employee.

Task 3: Create a new text determination procedure. 3-1

Create a new text determination procedure by copying the standard scheme LEAD0001.


Use the following data: Field name


ID NEW

ZT000##

Description New

BP Text ##

2. Add two additional text types and use the following data: Field name


Text type

A008

Sequence

10

Changes

P (Log)

Field name


Text type

A004

Sequence

20

Changes

R (Display/Log)

3-2

Assign your new text scheme to your new transaction type.

3-3

Test your settings and create a new lead with Business Partner 100000. Check if you can find now your new text types. Hint: Use the business role BP_SLS_EMPL - BP Sales Employee.


1. New data

Service -

CRM Transaction Processing

Task 1: Create a new transaction type and set up the copy control.

1-1

Create a new transaction type by copying the provided Best Practice Lead (YLD). 1. Access the activity using the following navigation options:

Transaction code SAP CRM IMG menu

SPRO

Customer Relationship Management  Transactions  Basic Settings  Define Transaction Types

2. Select transaction type YLD and choose Copy As... 3. On the Definition of Transaction Types screen, make the following entries (leave the default values for all other fields): Field name


Transaction Type

ZL##

General Description

BP Lead ##

Profiles Partner Determ.Proc.

000000016

Org. Data Prof.

Y00000000003

4. Save your entries.

1-2

Set up the item category determination for your new transaction type. 1. Access the activity using the following navigation options:

Transaction code SAP CRM IMG menu 2. Choose New Entries.

SPRO

Customer Relationship Management  Transactions  Basic Settings  Define Item Category Determination



Unit:

Solutions

Trans. type

Desc. TransTyp

ItmCtyGrp

ZL##

BP Lead ##

Sales Item

Item usage

Main ItmCty

Desc. Itm cat.

Item Cat.

Desc. ItmCty

LEAD

Lead Item


Define copy control so that you can create a follow-up document of type Best Practice Opportunity (Y002) based on your newly created Lead (ZL##). 1. Access the activity using the following navigation options:


SPRO

Customer Relationship Management  Transactions  Basic Settings  Copying Control for Business Transactions  Define Copying Control for Transaction Types

2. Select the existing copying control entry from YLD (source transaction type) to OPPT (target transaction type) and choose Copy As…. 3. On the Change View Copy Transaction Types screen, make the following entries: Field name


Source trans.

ZL## (BP Lead ##)

Tgt Trans. Type

Y002 (BP Opportunity)

4. Choose Enter. 5. Save your entries.

1-4

Test your new transaction type with Business Partner 100000 and Product D300 and create a follow up document: BP Opportunity (Y002). 1. Log on to the system with your user and select the business role BP_SLS_EMPL - BP Sales Employee. 2. Choose transaction type BP Lead ## if a selection screen appears. 3. On the BP Lead ##: New screen, make the following entries: Field name


Lead Details Description

BP_Lead_NT_##

Prospect

100000 (Customer domestic 00)

Prospect Address

(automatically determined)

Main Contact


Employee Responsible


Start Date End Date



1-3

Notes

Parties Involved

Sales Representative


4. Choose Save. 5. In the Products assignment block, choose Edit List to maintain the following details: User action and values

Products

Product

D300

Quantity

Enter a quantity

6. Choose Save. 7. Choose the Follow up button and select BP Opportunity as follow up transaction type. 8. In the dialog box, accept the products for the new transaction. 9. Save.

1-5

Which item category was determined in the new BP Opportunity? Analyze the required customizing for the follow-up document related to item categories. I Determined item category for the opportunity: 1. Click on the open opportunity on the Change button at the assignment block Items. 2. Check the determined item category in the opportunity: Field name


Item Category

OPPT (Opportunity Item)

II Check the settings for the copy control on item level: 1. Access the activity using the following navigation options:


SPRO

Customer Relationship Management  Transactions  Basic Settings  Copying Control for Business Transactions  Define Copying Control for Item Categories

Field name


Source trans.

ZL## (BP Lead ##)

Tgt Trans. Type

Y002 (BP Opportunity)



Field name

Task 2: Set up a new partner determination procedure. 2-1

Create a new partner determination procedure by copying the standard procedure 0000016.

Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management  Basic Functions  Partner Processing  Define Partner Determination Procedure

2. Highlight standard procedure 00000016 Leads (Header) and use it as copy template for the new procedure ZP000## BP Partner ## (with all dependent entries). 3. Highlight the new procedure ZP000## BP Partner ## and choose Partner Functions in Procedure. 4. Save your entries.

2-2

Create a new access sequence. 1. Access the activity using the following navigation options: Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management  Basic Functions  Partner Processing  Define Access Sequences

2. Choose New entries and enter the following data: Field name


Sequence

ZZ##

Description

Access Sequence ##

3. Enter and select the new sequence. 4. Double-click Individual Accesses.

Field name


Batch Sequence

10

Dialog Sequence

10

Source

CRM_PARTNER_C (Business Partner Relationships)

Partner Function

00000015 (Contact person)

4. Save.



1. Access the activity using the following navigation options:

2-3

Assign the new access sequence within your new partner determination procedure at the partner function Contact Person.

Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management  Basic Functions  Partner Processing  Define Partner Determination Procedure

2. Highlight your new standard procedure ZP000## BP Partner ## and double-click Partner functions in Procedure (left side). 3. Navigate to Access sequences (right side) and select, at partner function 000000015 (Contact person (CRM)), your newly created access sequence ZZ##. 4. Save.

2-4

Assign your new partner procedure to your new transaction type. 1. Access the activity using the following navigation options: Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management  Transactions  Basic Settings  Define Transaction Types

2. Select your new transaction type ZL## BP Lead ## and maintain the following values: Profile

Value

Partner Determ.Proc.

ZP000## BP Partner ##


2-5

Test your settings and create a new lead with Business Partner 100000. Check if the contact person is found. 1. Log on with your user and select the business role BP_SLS_EMPL - BP Sales Employee. 2. Choose transaction type BP Lead ## if a selection screen appears. 3. On the BP Lead ##: New screen, make the following entries: Field name



BP_Lead_NT2_##

Prospect


Prospect Address


Main Contact


4. Save.




Note: The contact person is automatically determined based on the relationship to the customer 100000 (Customer domestic 00).

Task 3: Create a new text determination procedure.

1. Access the activity using one of the following navigation options:

Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management  Transactions  Basic Settings  Text Management -> Define Text Determination Procedure

2. Select object CRM_ORDERH and double-click Procedure on the left tree. 3. Highlight the standard procedure LEAD0001 and choose Copy. 4. In the dialog box, make the following entries: Field name


Text Cet. Proc.

ZT000##

Description Proc.

BP Text ##

5. Choose Enter and save your new text procedure. 6. Highlight your new procedure and double-click Definition of Procedure in the tree on the left side. 7. Choose New Entries and add the text types A004 and A008 with the following values: Field name


Text type

A008

Sequence

10

Changes

P (Log)

Field name


Text type

A004

Sequence

20

Changes

R (Display/Log)

8. Choose Save and select a customizing request if required.

3-2

Assign your new text scheme to your new transaction type. 1. Access the activity using the following navigation options: Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management  Transactions  Basic


Create a new text determination procedure by copying the standard scheme LEAD0001.


3-1

Settings  Define Transaction Types 2. Select your new transaction type ZL## BP Lead ## and maintain the following values: Profile

Value

Text. Det. Procedure

ZT000## (BP Text ##)

3-3

Test your settings and create a new lead with Business Partner 100000. Check if you can find now your new text types. 1. Log on with your user and select the business role BP_SLS_EMPL - BP Sales Employee. 2. Choose transaction type BP Lead ## if a selection screen appears. 3.On the BP Lead ##: New screen, make the following entries: Field name



BP_Lead_A1_##

Prospect


Prospect Address


Main Contact


Employee Responsible Start Date End Date

Notes

Check here if your new text types are determined.

4. Choose Save.





CRMFUN

INTE RNA L







Course Overview


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2




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3

Marketing

At the conclusion of this unit, you will be able to: Explain the main Best Practice scenarios in the area of CRM Marketing



Unit Objectives

Describe the general concepts related to the Best Practice scenarios in the area of CRM Marketing Describe relevant master data for Best Practices

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4



Functional Area Marketing: Building Blocks

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5

The Lean Campaign Management scenario describes the planning, execution, and analysis of a marketing campaign, for example, in connection with a product presentation event.

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The Lean Campaign Management scenario describes the following case: An employee in the marketing department wants to structure the marketing activities within a specified time period in SAP CRM. In the system, the employee creates a new marketing plan with all required marketing elements, such as marketing plan elements and campaigns. The relevant campaign participants will be identified with the graphic modeler tool. In the scenario, several campaigns with different communication channels are executed (e-mail, file export, call list, and lead generation). The external list management tool will be used to load external master data into SAP CRM.



Scenario 1: Lean Campaign Management

6





Topic Objectives

Describe the Best Practice scenario Lean Campaign Management Explain the Lean Campaign Management business process Describe some relevant Customizing settings related to Lean Campaign Management

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7

Lean Campaign Management:

Marketing Manager

Create Overall Marketing Plan

©

Plan Campaign

Execute Campaign

Monitor Campaign

Analyze Campaign


8

Process Flow This scenario consists of the following steps: A new marketing plan (for example, for all marketing activities of the following year) and the related marketing plan elements (for example, on a quarterly basis) are created. A new product presentation campaign is created directly in the marketing calendar with respect to the higher-level marketing plan element. An initial target group (trade show prospects) is created by using marketing attributes (for example, customers attending last year's trade fair) or address data (for example, postal code) as selection criteria. Business partner addresses that are collected during a trade show (for example, business cards) can be easily uploaded in the CRM system via external list management. Business partner master data and activities are generated automatically. The campaign can be executed for the selected target group with different channels: E-Mail: By using a predefined e-mail form. In addition, activities are created automatically in parallel for each e-mail. Open Channel: An address file is generated for the business partners of the target group. The file can be used as input for a mail-merge letter. Lead Generation: One lead is generated automatically for each target group member. Phone: A call list is generated for the business partners of the target group. In the Customer Interaction center, this call list may be distributed to IC agents by the IC manager. The efficiency of the campaign is analyzed by using key figures from campaign automation. Benefits: Manage and coordinate marketing activities globally, regionally, and locally. Multi-channel support ensures one face to the customer. Leverage Business Intelligence and CRM analytical capabilities for improved visibility and insight into marketing operations. Broad functional spectrum Modular, scenario-based implementation ensures fast return on investment.



Business Process

Web Client UI



Marketing Menu

Personalize

Example of assignment blocks for campaign overview

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9

Here you see an example of the SAP Marketing menu in the CRM Web UI. Everything is presented in alphabetical order. You have the option to look for objects in the Search area and, of course, to create new data in the Create area. In the Reports area, you have access to all kind of reports, such as BW reports and OLPT reports. You can personalize every detailed area within the CRM Marketing application by choosing the Personalize button. With the help of personalization, you can make assignment blocks available and visible or hidden. An assignment block is an UI element that contains the most important information about an assigned business object. It is located on the overview page of the leading business object and can contain table view, form view, or hierarchy view. It is always linked to a separate edit page. For example for a campaign, you can have the assignment blocks Campaign Details, Segments, Involved Parties, and many more.

Marketing Plan vs. Marketing Campaign

Marketing Plan Defining strategic goals – Targeted market share, budget, etc.

Marketing Project Hierachy Example



Strategical Planning Level:

Marketing Plan

Top-down allocation to brand, region, etc. 1st Quarter

2nd Quarter

Operative Level: Campaign/Promotion (Operative Doing)

Cereals

Beverages

Defining event characteristics – Dates, objectives, tactics, etc. Defining execution parameters – Products, prices, etc. Defining intended audience (customer segmentation)

Call Center

Target Group

E-Mail

Product

Execution ©


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In CRM Marketing, you can use marketing plans and campaigns. Marketing plans and campaigns are the elements of a hierarchically built marketing project. You can have as many levels as you want. Marketing plans: A marketing plan is used for strategic marketing planning, that is, for planning a concrete marketing concept. This way, budgets and deadlines are taken into consideration. A marketing plan could form, for example, the basis for next year’s costing in the Marketing department. It is a management tool. You can use any number of marketing plan elements to structure a marketing plan in the form of a hierarchy. You can assign one or more campaigns to each marketing plan. Campaigns: Campaigns serve operative marketing planning. They describe actions that are carried out, for example, mailing actions, product promotions, and telemarketing. Criteria such as target groups, products, and documents are defined in the campaign for these activities. Campaigns are used for operative marketing planning. Only campaigns can be executed. Marketing plans and/or campaigns are maintained in the CRM Web User Interface (Web UI). In the Web UI you can create new marketing elements, as well as display or edit them. The corresponding customizing and configuration of the marketing elements is carried out in the SAP GUI.

Overview of Marketing Plan Hierarchy

You can display the marketing hierarchy for a marketing plan or campaign.



Marketing Plan Hierarchy View

Show Hierarchy / Hide Hierarchy

Parent

In the campaign details, the Parent field indicates the assignment to a marketing hierarchy. ©


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Using SAP CRM marketing and campaign planning, marketing departments can plan their activities in a project plan structure (analogous to work breakdown structures [WBS] in SAP ERP). The marketing planning structure and the way in which the related marketing elements are ordered is completely flexible and can be created according to organizational needs. Other marketing plans or marketing plan elements can be assigned underneath the marketing plan. You can use any number of marketing plan elements to structure a marketing plan. Campaigns and campaign elements can be structured hierarchically under marketing plans. This is optional. Campaigns can also be set up independently of marketing plans. You can assign target groups, product catalogs, products, documents, and URLs to marketing plans or campaigns. In the case of target groups, the assignment to a marketing plan is purely for information purposes. It is not possible to execute the campaign from the marketing plan (element). Marketing plans and campaigns (not the elements) serve as logical units for which you can grant authorization.

Overview Page: Example Campaign

Work area toolbar

Personalization Print Help

Header area

AB toolbar

Assignment blocks (ABs) contain information related to this object.

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Here is a description of the UI areas. Work areas consist of a header area and various assignment blocks (AB). Within an assignment block, you can view details and create or change data. This course is based on the Web Client standard role MARKETINGPRO. The SAP standard roles are examples of what marketing professionals might use in their daily work. If you want to modify the standard roles, you can do so in Customizing. The configuration of an SAP standard role is not the focus of this course; configuration is taught in course CR580.



Work area title



General Data: Type / Objective / Tactic

Type Objective Tactic

The Type (campaign type) is the controlling element in CRM Marketing. You can define various dependencies in Customizing.

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In the General Data, you can assign the relevant type for marketing plan details and campaign details. The type is the controlling element in marketing. Appropriate objectives and tactics are defined depending on the type. The type also determines default attributes such as status profile or action profile.

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Define Specific Types, Objectives, and Tactics for Campaigns or Marketing Plans

Customizing: IMG: CRM Data ©

Marketing Marketing Planning and Campaign Management Define Types / Objectives / Tactics


You can set up a relationship between types, objectives, and tactics.

Basic

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Integrated Marketing Calender Views

The marketing calendar is an interactive planning tool to create and reschedule marketing projects.

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The marketing calendar is an interactive planning tool that allows you to create new marketing projects or reschedule existing ones. You have the option to change the dates of a marketing project via drag and drop directly in the marketing calendar. With the help of the context menu you have the following options: Details, Copy, Delete and New. You can create, change, copy, or delete campaigns.

The Campaign Process Example: Personalized E-Mail Campaigns E-mail sender E-mail subject

Campaign Description Marketing Plan

E-mail content

E-Mail Form

Campaign

E-mail recipient

Target Group

.. .

Send personalized e-mails with embedded URL links. Upon visiting the site, the customer is personally addressed.

Business Partner 1

Campaign

.. . Business Partner n

SAP BI ©

Activity Activity Activity


Update – visited site

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This example describes what is required to execute the complete campaign process. The following objects are needed for the execution of an e-mail campaign: Campaign Communication Medium (E-Mail) Mail Forms template (E-Mail) E-Mail Sender Target group



Sender

Which Channel and Communication Medium?



Communication Medium

Assigned to campaign in the Channel and the Communication Medium Can be freely defined in Customizing Communication Method

Assigned to communication medium in Customizing Determines whether system creates a call list, sends e-mails, generates leads, etc. (hard coded) Example: Communication medium: Telephone with lead generation Communication method: Telephone Transaction type: Lead ©

Transaction Types

Assigned to a communication medium/method combination Can be freely defined in IMG (CR100) Determines which transaction type is created during campaign execution


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In this case (communication medium telephone and transaction type lead), a call list and leads - for all business partners in the target group - are generated during campaign execution. Customizing IMG: Customer Relationship Management Execution Define Communication Medium.

Marketing

Campaign

Execution through third-party tools

Letter Shop For internal use by CSC only


Open Channel

Legacy Call Center

Triggered by execution of campaigns with communication method Open Channel

...

Can be called either from Marketing Planner ©


The open communication channel allows the execution of campaigns within third-party tools. Campaign-related data is sent via a standard interface to the external system.

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To: Sarah Smith From: [email protected] Subject: Special Offer!

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

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

Computer Bestseller • PC: Campus PC 3000 • Notebook: HT-1011 @ www.PC4You.com/bestsellers Special offers for your Dog • "Cosy" Dog Bed @ www.dog4you.com/bestsellers

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Personalized text blocks

Conditions: Link text w/ parameterization

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

Link text w/ parameterization

Display this text block if the recipient likes dogs.


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Mail form creation and editing: You can create mail forms for e-mail, fax, or short message service (SMS). Use the integrated editor to enter text or HTML source code, and control the formatting of the mail form. Other features enable you to perform other functions, for example, insert graphics and attachments. You use attributes to insert personalized details, such as names or values, into your mail form. The details are inserted only when you send the mail form, using the most up-to-date information that you have. You use conditions to personalize the content of your mail form, for example, by having different text elements or attachments for different target groups. You cannot change the formatting of a placeholder that you have already inserted in your mail form. If you want to use different formatting, remove the placeholder, change the adjacent formatting if necessary, and then reinsert the placeholder. The placeholder now has the same formatting as its adjacent characters. Text blocks can be parameterized to appear only when specific conditions are fulfilled. For example, in this case, text block 2 appears in the mail because Ms. Smith is a woman. Text block 4 appears in every mail because there are no conditions associated with it.



Personalizing Mail Forms

Profile Sets, Profiles, and Target Groups

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



Profile set

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

Target group A target group is a finite list of business partners that match a corresponding profile. It can be created manually. A target group must be assigned to a profile and profile set.

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Graphic Modeler: Profile sets without assigned segments or target groups are possible. Subsets within a set are possible. Profile: A profile must be assigned to a profile set. Profiles without assigned target groups are possible. Target group: Target groups cannot be used for campaigns (marketing projects) unless they are active. If a target group is attached to the profile, this will be indicated by the Target group icon, which appears over the Segment icon. Target groups cannot be used for campaign execution unless they are active. The Dartboard icon marks an active target group.

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Graphic Modeler

COUNT



Segmentation

Create Target Group

Other Data Source SAP BI

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SAP CRM Table


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Graphic Modeler: A separate graphical segmentation interface is available for modeling segments. You set up an attribute list containing all the attributes required for segmentation modeling. You have made the Customizing settings for how the distribution of attributes is to be represented in the detail area of the segment builder (pie chart, bar chart, and so on). You can find these settings in Customizing for Customer Relationship Management, by choosing Marketing Segmentation Define Attribute Types as well as under Assign Attribute Types to Display Types.

Using Marketing Attributes Marketing Attributes

Office Multimedia Internet

x

Business Partner

Marketing Attribute: “PC Users” Area of Usage Level of Expertise Preferred Channel Newsletter?

Beginner Advanced Expert

Phone E-mail Fax SMS

x

x

Entry via SAP CRM or Web shop

x

Yes No ©


To create and maintain attribute sets, choose Marketing

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Marketing Attributes.

In the Maintain and Assign fields, you can indicate whether a user is authorized to maintain this class or to assign objects to this class. These authorizations must be defined in the user master record. The authorization objects are BGRKP and BGRKL, respectively. If you set the Person indicator, you can maintain the attribute set for business partners of type Person. This indicator is linked with the Organization indicator. If both indicators are set, the attribute set can be maintained for persons (individual accounts) and organizations (corporate accounts). You can enter a territory ID to indicate that the attribute set can only be used for business partners in that particular territory. A territory can be, for example, a geographical area, a product line, or a customer, or it can consist of a combination of these, such as country, state, zip code, and product category. To display the details of the attributes in the template, select the attribute by placing your cursor on the relevant line and choose Display Attribute. You also have the option to copy attribute sets from one system to another using the report Transfer of Attribute Sets to Other Systems. You can find this report in the Easy Access menu by choosing Marketing Tools Expert Tools. You can define default attribute sets. They are automatically assigned to newly created business partners.



Values

To see the attributes in the Graphical Modeler, you must generate attribute lists. Attribute lists are lists of selection criteria used in the Graphical Modeler for modeling marketing profiles. Before you can select the attributes in the attribute lists, you must create the data sources that contain the attributes.

1. Create data source.

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Maintaining Data Sources for Segmentation

2. Enter the origin type.


Create Data Sources When creating the data sources, you define where the attributes for your attribute lists come from (marketing attributes, SAP NetWeaver Business Warehouse [BW Cube], Business Intelligence Cube, InfoSet, or external list management). By default, no filter dependencies are defined.

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Creating Filters for Your Selection



1. Select attributes to be used in attribute list.

2. Right-click on attribute and choose Create Filter or choose filter icon.

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Additionally, you can create filters for the attribute list to indicate which attribute values you want to use for segmentation. To create a filter for an attribute, right-click on an attribute and choose Create Filter. Enter the criterion and a description for the filter. Depending on the type of attribute, you will either select from values already defined for the attribute (as is the case for values from attribute sets) or enter your own values. For attributes derived from BW cubes or from InfoSets, you can also add filter conditions that specify the key figure values. In the attribute context menu, choose Filter conditions and enter the variable name and the corresponding values that you want to apply. For example, you could specify a certain period and sales office for the key figure sales volume. To maintain the properties of an attribute in your list, right-click to select the attribute. Here you can also specify an update cycle for your attributes, which makes it possible to store the determined attribute distributions in a cache for a freely-definable period of time, thus improving performance.

Attribute Set

InfoSet

BW Query

For example, hobbies

For example, ZIP code

For example, sales volume



Data Sources for Segmentation

Used for Segmentation ©


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Attributes can be created in CRM for marketing purposes, for example you can create an attribute set “Hobbies” containing single attributes (=hobbies). Related attributes can be combined into attribute sets that will later form the basis for profile and target group modeling in the Segment Builder. After attributes are assigned to a business partner, you can maintain the attributes and use them for target group selection. InfoSets are used to access business partner master data (stored, for example, in SAP CRM or SAP ERP). For example, this allows you to select all business partners with a certain zip code or birthday. In addition to the InfoSets you create yourself, SAP provides various InfoSets in the standard delivery. These can be used for marketing purposes. BW queries are used to access transactional data stored in SAP NetWeaver BW, for example “number of purchases per month” or “sales volume.”

Segmentation of Business Partners: Process



1. Create Data Source 2. Create Attribute List 3. Define Segmentation Basis 4. Create Profile Set 5. Create Profile 6. Create Target Group 7. Use Target Group

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To communicate with your customers in a targeted way, you must know who your customers are, and you must have information on their interests and purchasing behavior. The existing marketing data on your business partners is therefore valuable when modeling target groups for your marketing activities. Dividing your customer master into different groups is called customer segmentation and depends, to a great extent, on the planned marketing activity. The segments created can be processed in different ways according to the particular needs and preferences of the business partners they contain. You create target groups from a variety of different data sources by combining selection criteria obtained, for example, from InfoSet queries, BW queries, business partner master data, and acquired address lists. Target group data can be written to SAP NetWeaver BW for later evaluation and to support more effective selection in the future. Target groups may be attached directly to marketing campaigns or used as additional criteria to apply to product proposals. From the CRM Marketing Planner, business partners in the target groups can be contacted by a variety of channels, including SMS, e-mail, and telephone. You also have the option to contact target groups directly without reference to a campaign.

Expert Tool: We offer different reports: (SAP GUI: Marketing Tools Expert Tools)



Additional: Expert Tool in SAP GUI

Assignment of default values for attribute set to all business partners in a target group Assignment of attribute value to all business partners of target group Deletion of assignment to attribute set for all business partners Deletion of assignments to attribute set for all business partners of target group Transfer of attribute set into another system Transfer of marketing attributes into another system

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With the Export tool, available only in SAP GUI, the administrator can execute mass assignments or deletions of marketing attributes, for example.

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Campaign Execution Process Set up campaign and choose communication medium: mail form, IC script, etc. For internal use by CSC only


1

4 Schedule job for campaign execution.

2

Release campaign and all higher-level nodes.

3 Start Choose Start to execute the campaign and to transfer the target group with the communication medium.

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With a marketing campaign, you can contact your business partners directly by e-mail, telephone, SMS, or other communication method to inform them about the content of your campaign. You do this by transferring the target group(s) assigned to the campaign to your defined communication medium, for example, to start a direct mailing or telephone campaign at a particular time. Process: Create a campaign and, select the required communication medium, and enter the required data. Release campaign: Before you can execute a campaign, it must be released (system status = Released). Save your data and choose Start. In the Job screen, schedule the job for campaign execution.

Campaign Execution Example Channel: Telephone Campaign Execution

Campaign Planning Activity 1


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

Campaign

Assigned Script

Activity n

Target Group

Call List Business Partner 1

...


Marketing Plan

Business Partner n

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During the call, the assigned script is used in the Interaction Center.

SAP BI

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


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This figure details the various steps involved in processing a telemarketing campaign. A campaign (which, in this example, is related to a marketing plan) is created. Linked to this campaign is a target group (a finite list of business partners selected for the campaign) and a script. A call list is generated from the target group. The call list includes the business partner information and relevant information required for the Interaction Center. Using the script and the call list, the Interaction Center agent calls the customers in the call list. When a call is completed, the agent updates the activity with the results of the call. This information is also written to SAP NetWeaver BW for reporting and monitoring purposes.

Process Steps in List Creation Minimum Standard Process:

Third-party tool integration is possible for postal check and/or duplicate check

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Deletion

Target Group Creation

Use BP

Business Partner Creation

Duplicate Check

Business Partner Creation

Postal Check

Upload

Mapping

Mapping

Must for rented addresses


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1. Maintain format for mapping. Create and maintain your own mapping formats to map the data in the existing address lists to a target mapping structure. 2. Maintain administration data for the list. Enter the file name and path and maintain the basic details of the address list, such as the list ID, list description, and so on. Trigger further process steps. 3. Upload list into SAP CRM. After upload, the list data must be mapped into the system structure. 4. Check for postal correctness. The system scans through the address data and, if postal data is found to be incorrect or incomplete, the data is marked as erroneous and is not used for the creation of business partners. 5. Check for duplicates. Check for duplicate business partners. The system scans through the data and if duplicates are found, the data is marked as erroneous and is not used for the creation of business partners. 6. Create business partners. Create business partners and set the Rented flag if the business partners are rented. This flag is used later when you delete the list. 7. Create target group. Create a target group from the address list directly from the interface provided for list administration. 8. Delete list. The definition of a successful contact is usually set down in the contractual agreement. After the usage duration agreed in the contract lapses, delete the business partners who are marked as rented and were not successfully contacted.



Upload

Mapping



SAP field Street SAP field Country SAP field Last Name

MAPPING

SAP field Date of Birth

External List

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In the mapping step, you can define which entry in the list corresponds to which SAP field. Once you have determined the mapping format, you can use it each time an external list has the same format.

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Mapping Format

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Here you can see an previously created mapping format. To use this mapping format, map the fields of the file to the target fields and define mapping rules whenever necessary.

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Mapping Format in Details

Example file for the file preview



Category: Target Field Filter

Field separator Preview Rows MAP

To define the target fields, select a row on the left and the corresponding row on the right and choose the Map. The file preview helps you to find the correct target field. ©


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The category determines the target fields to which the external data can be mapped. Depending on the chosen mapping format, the target fields can be one or more of the following types: Person, organization, attribute, lead, activity, or survey. You can upload business partners and/or create activities or leads for business partners. File: Here you can enter an example file or your external list, so you have this file in the preview. This simplifies the creation of the mapping format. Preview Row: Here you can enter the row of your list that should be displayed in the grid. Field separator: This is the separator used in the external list. Mapping: In the right grid, choose the SAP field corresponding to the entry in the left grid. To map both, you must select them and then choose the Transfer button.

Data After Mapping



Show List Records

After running the mapping step, you can see the mapped records. ©


After choosing the steps and starting date, choose Start to start the upload. To get a more detailed view, choose Messages for Process Steps. The log displays the details of the process step you are interested in. In addition to the message log, you can view the uploaded data with Show List Records. Data After Mapping You can display the temporary data after you have performed the Map Data step. You can view all the data records that have been mapped successfully. Due to performance reasons, you can only view up to 4 records at a time. By default, records 1 to 4 are displayed. To view a different set of records, change the start position of the records.

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For mapping step, maintain mapping format.

Choose the process steps you want to start.

Choose starting time.

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If you create a target group, maintain target group fields.


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This function enables you to perform mapping between list data and the SAP Business Partner structure according to the mapping rules that you defined in the mapping format. You must have executed the External List Upload step or selected the step for execution. Once this step has been executed, you can see the successfully mapped records using Display Data Records. You can determine which steps should be executed (via workflow). You can execute the process step by step. Under Format, enter the corresponding mapping format. If you create a target group, maintain the Target Group field. Choose or define a profile set. To start the process you must schedule a job. After choosing the steps and starting date, save to start the processes (automatic change to Display Mode).



Example: Process to Load External Data

External List Management



Workflow Customizing

Workflows used in the ELM scenario: WS 14000029: This WS is used for the standard processing steps. There are no task events or agent assignments necessary. Changing the workflow might cause problems during processing. WS 14000111: You can define that someone will be informed if a business partner from the list cannot be contacted via mail or phone, depending on communication channel. Likewise, the contact counter will be corrected. This is important for rented lists with a maximum number of usages. WS 14000129: If you wish to be informed about the status of processing, you should activate these events. You do not have to assign an agent because the agent is assigned when the work items are created.

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Topic Summary

Describe the Best Practice scenario Lean Campaign Management Explain the Lean Campaign Management business process Describe some relevant Customizing settings related to Lean Campaign Management

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Scenario 2: Lead Management




Topic Objectives

Describe the Best Practice scenario Lead Management Explain the Lead Management business process Describe relevant Customizing settings related to Lead Management

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The Lead Management scenario describes a marketing action, starting with lead generation, followed by the qualification and further processing of the leads.

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The Lead Management scenario describes the following case: The marketing employee executes a campaign with the follow-up process creation leads based on the target group. The sales employee is creating several leads to qualify the leads with the usage of surveys. Depending on standard workflow settings used, the sales employee gets a workflow inbox task to create an opportunity based on the original lead.



Scenario 2: Lead Management

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Functional Area Marketing



Building Blocks

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Lead Management Business Process

Start Sales Marketing Employee Employee

Create Target Group

Create Leads Manually

Qualify Leads

Marketing Manager


Maintain Address List

©

Distribute Leads

Transfer Leads to Sales

Evaluate Leads


Process Flow This scenario consists of the following steps: A customer contacts your company and shows interest in a specific product. A marketing employee manually creates a lead for the customer with regard to a specific product. There might also be additional leads that were automatically generated by a preceding campaign execution (see the Lean Campaign Management scenario). The marketing employee qualifies the lead by evaluating the customer history or customer fact sheet. In addition, the qualification process can be supported by questionnaires. The lead can be distributed to other employees using predefined distribution rules. Once a lead has reached a certain qualification level (for example, "Hot"), it is automatically transferred to the responsible sales department, where it can be converted into an opportunity. The process is concluded by a Lead Management analysis. Benefits: Improve response rates to customer requests Better understanding of customer needs High-quality leads increase revenue generation Lead generation across all interaction channels Accelerate the process from first interest to closed deal Improve close rate by sales organization Reduce sales time and cost Capture, qualify, and distribute leads Track the progress of each lead through the system’s closed-loop monitoring


Customer Contact (Inbound Activity)

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Lead Management Definitions



A lead is a business transaction in the SAP CRM system, not a prospect! A lead is used to describe, store, update, and manage the potential interest of a business partner (in a certain time frame and for a specific product). Leads are linked to: Business partner: customer or prospect, contact person, channel partner, sales rep., etc. Organizational unit Activities Texts Documents

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Basic Lead Information: Status Origin Lead group Priority Qualification level Campaign


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Business Partner: Both customers and prospects can be considered leads. The business partner relating to the object lead or opportunity is known as a prospect. Prospect is defined as a business partner interested in conducting business or by which such an interest is assumed. If a lead is turned into a opportunity, this same prospect is also transferred. Organizational units: An organizational unit can belong to one application (for example, sales organizations in CRM) or to different applications (for example, company code in FI and AM, plant in MM and SD). Activities: Leads can be generated on the basis of activities or can be the basis for follow-up activities. Leads are used to qualify a business partner’s interest in a particular product or interest in making a purchase, with the aim of establishing and then influencing this interest. The qualification process can be performed on the basis of direct contact with the business partner, or on the basis of an automated collection of indexes. Once a lead has reached a certain status, it can be passed on to a sales employee or channel partner as decision support for creating an opportunity. Because leads are defined as business transactions in the system, Lead Management is assigned to the component Business Transactions CRM (CRM-BTX-LEA) in the application component hierarchy. From a usage point of view, however, this component is positioned within marketing because this is where the lead generation process itself is usually triggered.

Lead: General Data

Qualification

Sales cycle Sales cycle

Classification

©

Customer and prospect; contact person Sales employee responsible and additional sales employees Campaign



General information

Manually defined lead qualification Automatic qualification based upon results of individual evaluations

Start and estimated end date Status of the lead and reason for the status

Lead group Origin and priority of the lead


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Leads are used to qualify a business partner’s interest in a particular product or in making a purchase, with the aim of both establishing and then subsequently influencing this interest. The qualification process can be performed on the basis of direct contact with the business partner, or on the basis of an automated collection of indexes. After a lead has reached a certain status, it can be passed on to “Sales” as decision support for creating an opportunity. Lead Structure Each lead has: A status, for example, lost, in process, or won An origin, which describes the source of the lead A type, represented by the lead group, which describes a certain classification used for evaluation purposes A priority, which describes the urgency with which the lead should be processed A qualification level, which describes the potential level of interest demonstrated by the business partner

Lead Creation and Generation Different Channels Lead Creation For internal use by CSC only


CRM Online IC Web Client E-Selling and Web Store Channel Portal Survey

Lead Generation

Campaign Response Response Import

Campaign Execution Campaign Automation Segments

Response Recording Response E-Mail and Survey

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1. Generate lead Your lead manager can create leads and assign a person responsible for the lead. You can create leads across all interaction channels: manually in SAP CRM; campaigns; channel management, as in channel partner portals; e-selling, as in the Web shop; Internet, through links attached to questionnaires; or telemarketing, as in the Interaction Center templates for leads. You have the option to create leads with the help of templates. 2. Assign prospect You can manually assign an appropriate business partner to the lead, such as a sales prospect or contact person. In the B2B context, the main business partner assigned to the lead is usually the sales prospect. 3. Assign products You can assign a product to the lead by entering the product name in the Description field or by entering a product number. 4. Assign surveys Your lead qualifier has the option to assign one or multiple questionnaires to a lead. These questionnaires are predefined with single or multiple-choice questions, as well as space to enter free text. Based on the answers provided, a score is calculated and the qualification level is set accordingly. For more information on settings for questionnaires see Customizing: IMG: Customer Relationship Management Transactions Settings for Leads Questionnaires for Leads Define Determination for Questionnaires and Define Determination Criteria for Questionnaires.

Lead Management Process Overview

Business partner

Third-party (e.g., ELM)

Mobile

Web

Tele

Process Lead gathering and targeting

Cold Lead

Warm

Qualified Lead Opportunity

Customer

©

Hot

D C B A Analyze, learn, grow customers

Lead qualification

Qualified Lead Sales pipeline

Selling, contracting


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The Lead Management process starts with gathering relevant information about business partners or prospects across all channels. During the lead qualification process, leads are qualified in different levels (for example, hot, warm, or cold) according to their potential business interest. Lead routing is based on qualification level: Hot Warm Cold

Routes to sales Routes to call center Routes to channel partners

Transfer can be done automatically: Using standard Business Workflow model in SAP CRM Delivered example workflow can be adapted to individual company-specific needs.



Status

Lead Processing in SAP CRM

Lead Creation

Lead Distribution

Lead Follow-Up

Lead to Opportunity

Workflow / Rule-Based Contact Sales Prospect

Lead Generation

Qualify Lead

Direct Partner Assignment

Campaign Response

Lead to . . . Enhance Lead Information

Lead Qualification and Follow Up

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Leads help your company gain business. With leads, you can provide a streamlined link between marketing and sales to accelerate the process between first interest and sales. Leads can help you to find out more about a potential business. Lead Management is designed to help automate the initial pre-sales process, freeing up your sales department to focus on the most valuable prospects and opportunities. By deploying the lead management processes, you can: Improve both your response rates to customer requests and your understanding of customer needs. Create high-quality leads and increase your revenue. Streamline the capture, distribution, and qualification of leads across a multitude of channels through systematic and efficient tracking of the progress of leads. This is achieved through a process of closed-loop monitoring, which allows your sales organization to improve closure rates with reduced sales time and cost. Use strategic reporting functions to measure the success of leads with Lead Management, and to support medium- to long-term decision making. Strategic reporting is performed in SAP NetWeaver Business Warehouse. Facilitate various roles such as lead manager, lead qualifier, channel manager, partner manager, and partner employee. Your interaction center agents or sales representatives can also use this feature.



Lead Creation and Generation

Lead Processing

Qualify leads manually. For internal use by CSC only


Qualify leads based on survey.

Set lead status.

Create business transactions from lead. ©


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Purpose This process enables manual and automatic qualification of leads to set the lead qualification level. Lead processing also includes the creation of a business transaction, such as an opportunity, from a lead. Prerequisites You have maintained your settings for Lead Management in Customizing. You have created a business partner with the role Employee. This is required for indicating the employee responsible when qualifying leads. If you want to qualify leads using questionnaires, you first need to configure the survey application tool. Lead Workflow Once a lead has reached a certain qualification level, for example, Hot, it can be transformed into an opportunity and passed on to the sales department for further processing. –

You can set up appropriate workflow to automate the process of assigning statuses to leads, such as Lost, In Process, or Won. For example, when a sales representative accepts a Hot lead from the workflow and converts it to an opportunity, the status of the lead can be automatically set to Won.

The lead qualifier can also set the status of leads manually on the basis of certain indexes or by talking directly to the business partner, or a mixture of both methods. Also, depending on the level of information available about the business partner, the lead qualifier can directly qualify leads during the manual creation of leads.

Lead Qualification with Surveys

Question rating For internal use by CSC only


CRM_SURVEY_SUITE

Answer rating

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48

As part of the lead qualification process, you can use questionnaires to help you assign the correct qualification level to a lead. The answers to each question can be evaluated and a qualification level assigned to the lead automatically, according to the proportion of favorable replies. In this activity, you create the questionnaire to appear under the Evaluation tab in the transaction for processing leads. This involves: Determining the layout of the questionnaire Defining the questions Specifying possible answers and how replies are to be entered (radio button, for example) For evaluation purposes, entering the rating factor for both the questions and the possible answers



Lead Qualification Level Customizing

Assign survey to qualification level.

Assign scoring range to survey rating.

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49

Define Lead Qualification Levels In this activity, you define the qualification levels that may be assigned to leads during the qualification process. These levels are then available to you as input help for the Qualification Level (Manual) field.

Lead Determination for Multiple Surveys



In this time frame …

use this survey …

for this lead origin. ©


50

In this IMG activity, you can define which rules you wish to use to find your lead questionnaires. You can determine which questionnaire should be found in a given time period for a particular transaction type and item category. To further refine determination, there is an additional step in which you can define additional determination criteria. These criteria groups can be used to further restrict determination from a defined combination of questionnaires, validity period, transaction type, and item category using lead attributes (origin, priority, sales organization, and so on). Define the determination criteria for questionnaires. These criteria are independent from the surveys, time period, transaction types. You can reuse them in different contexts. Define the determination for questionnaires. Combine the criteria with the transaction type, the survey, and the time period. Additionally, you can set the determination rule to Active or the survey as Mandatory.

Lead Customizing at a Glance



Additional customizing prerequisites

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51

Lead Workflow Lead

Opportunity

Sales Employee

Workflow Marketing Employee (Lead)

LEAD Sales Employee (Opportunity)

The lead is processed by workflow: Lead qualification level = Hot & Lead Priority = 1 (very important) & Lead Group = 001 (Top 100 Customers) Opportunity is created automatically via workflow without further information from the sales employee. Lead qualification level = Hot & Lead Priority <> 1 (very important) OR Lead Group <> 001 (Top 100 Customers) A sales employee is informed by workflow and has to decide whether an opportunity needs to be created.

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52

Behavior Standard Workflow Lead Lead is free of errors & Lead qualification level = Hot & Lead Priority = 1 (very important) & Lead Group = 001 (Top 100 Customers) Opportunity is created automatically via workflow without further information from the sales employee. Lead is free of errors & Lead qualification level = Hot & Lead Priority <> 1 (very important) OR Lead Group <> 001 (Top 100 Customers) A sales employee is informed by workflow and has to decide whether an opportunity needs to be created. Lead qualification level <> Hot No workflow will be started, which means that an opportunity can only be created manually from the lead by the sales employee.



Leads are processed by the SAP standard workflow.



Activate Standard Workflow for Lead Management

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53

Task-Specific Customizing Event linkage: –

Activate event linkage for the following workflows: WS10001011 Generate Opportunity from Lead.

Assign processor: –

Assign processors to the relevant tasks.

General documentation: –

In this activity, you make all of the required settings to modify the standard SAP system tasks and the workflow template. Carry out this activity only if you want to use the scenarios in the standard SAP system.

–

For each standard task, you must specify possible processors to clearly define the organizational responsibility for the processing.

–

Workflow templates must be started online by your processors. If a scenario is to be used, the corresponding workflow template must be started online so that possible processors can be assigned to the template.

–

As a reaction to events generated from the application functions, you must start a standard request or a workflow template. Certain events in the standard task or workflow template are triggering events. Activate the link between the triggering event and the task if you want to set up a link between the event and the standard task or workflow template as prescribed by SAP.

Requirements: –

Make sure that Customizing in SAP Basis is carried out completely for SAP Workflow Management.

Rule Modeler and Repository

Customizing:

Rule Modeler:

Repository: Definition of contexts

Definition of rule policies for contexts



Context

Contexts: Lead Distribution: ERMS : ORDER :

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Handling of Lead Distribution Rule-based handling of e-mails Rule-based routing of business Transactions: here, service tickets 54

You use rules with the Lead Distribution context to define how leads will be handled. The rules can be called and defined by starting the business role IC_MANAGER.

Rule Modeler and Repository Customizing Repository: Providing the different types

Action

Action Parameter

F4-input help from customizing: ERMS Repository

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55

In each rule, you can define conditions and actions to define the handling of lead distributions. In the repository, the action and condition parameters are specified for each rule context type. For more information, see Implementation Guide (IMG) activity documentation in Customizing for Customer Relationship Management (CRM), by choosing E-Mail Response Management System Define Repository.



and values for the rule modeler application.

Rule Modeler Service Manager Profile



Lead Distribution

Workflow Service Mgr Profile: DEFAULT

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56

You can define services and service manager profiles required to use Lead Distribution. All entries necessary for Lead Distribution are delivered in the default Customizing. For more information, see Customizing: Customer Relationship Management Response Management System Service Manager.

E-Mail

Scenario 2




Topic Summary

Describe the Best Practice scenario Lead Management Explain the Lead Management business process Describe relevant Customizing settings related to Lead Management

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57

This scenario describes the typical activities of a marketing agent at a sales call center during both inbound or outbound phone calls with customers interested in information about certain products.

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58

The Interaction Center Marketing scenario describes the following case: In the Inbound case, the call center gets a call from the customer. The agent identifies the customer and analyzes different information about the customer within the interaction history. Afterward, the agent creates a lead and qualifies the interest of the customer. In the Outbound case, the call center agent uses a call list generated by the marketing department and uses the interactive script to create an ERP order.



Scenario 3: Interaction Center Marketing

Scenario 3: Interaction Center Marketing

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Interaction center Marketing Explain the business process Interaction center Marketing Describe some relevant Customizing settings related to the Interaction center Marketing scenario

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Topic Objectives

59

Functional Area Marketing



Building Blocks

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60

Interaction Center Marketing Business Process

IC Agent Marketing

Customer Contact (Inbound Phone Call)

Identify Customer

Check Customer Information

Create Lead

Qualify Lead


Wrap Up Contact

Outbound Call Processing

IC Agent Marketing

Start

Customer Contact (Outbound Phone Call)

Process Call List

IC Manager


Start

Inbound Call Processing

Prepare Call List

©


Prepare Call and Check Customer Information

Offer Product (Using Interactive Script)

Create and Qualify Lead

Wrap Up Contact

61

Process Flow This scenario consists of the following steps: The agent logs on to the Interaction Center. He or she accepts the customer contact coming in via phone call. The agent finds the calling account using the business partner master data search. If a new business partner is calling (for example, a new contact person for an existing customer) the agent creates the master data during the phone call. The agent identifies the contact person and account for the customer calling. Confirming the data, the agent reviews the account fact sheet and interaction history, which shows all necessary master data, previous contacts, and customer documents. The agent creates a lead for the calling prospect and selects the products in which the customer is interested. During the conversation, the agent takes some notes using the scratch pad. The agent completes the lead. When the agent closes the lead, the details are transferred into the interaction history and the agent inbox. In the meantime, the interaction center manager or the marketing department creates a call list, which will be then assigned by the supervisor to the respective call center agent’s position. The agent is still logged on to the Interaction Center. The agent calls the call list, displays the call list items, and selects one of them. In preparation for the outbound call, the call center agent reviews the account fact sheet, the interaction history of previous contacts, and documents. The agent can also display the customer master data. The agent calls the customer by executing a call list item. While talking to the customer, the agent is supported by an interactive script. As a result of the call, the agent creates a lead for the called prospect and selects the products in which the customer is interested. The agent ends communication with the customer. He or she wraps up the interaction, capturing relevant information in the interaction record (for example, entering a memo for the sales employee stating the outcome of the phone call), and closes the interaction. In a BW system, you can evaluate the interactive scripting data (optional). Benefits Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing business Accurate customer information, easily accessible via agent desktop Offer the right products to the right customers based on their preferences Improve IC agent efficiency using call lists and scripts Lasting and valuable customer relationships

Interaction Center Interaction Center Processes Overview



Shared Service Telemarketing

Customer Service

Telesales

©


Telemarketing executes marketing campaigns by coordinating call lists and scripts with agents and outbound dialers. Scripts and surveys guide agents through communication with business partners and support lead qualification.

62

Interaction Center Layout and Components Account info

Tool bar

Alerts

Communication information

System messages

Navigation bar

Work area Broadcast messages

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The SAP CRM Interaction Center WebClient user interface layout is designed to be intuitive and powerful at the same time. Agents have access to the following features at all times: Scratch pad Account information Alerts Communication information Telephony toolbar System messages Navigation bar Broadcast messages Instant messaging Workspace The features listed above are explained in more detail in the “Agent Functions” unit.

63



Scratch pad



Lead Qualifying in the Interaction Center

Lead Qualification

Qualify the lead using the questionnaire / survey. ©


64

Leads are business transactions that describe, store, update, and manage the potential interest of (and interaction with) a business partner in a certain time frame. Leads represent a potential chance to do business. Leads are used to qualify a business partner’s interest in a particular product or in making a purchase, with the aim of both establishing and then influencing this interest. The qualification process can be performed on the basis of direct contact with the business partner or on the basis of an automated collection of indexes. After a lead has reached a certain status, it can be passed on to Sales as decision support for creating an opportunity. The lead qualification is supported by the integration of questionnaires or surveys. Surveys can be defined using the CRM WebClient UI, for example, when working with business role Marketing Professional (MARKETINGPRO).

Call Lists in the Interaction Center



Dial the call.

Select call list. Select business partner.

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65

The IC Marketing business scenario enables you to generate leads and gather customer information and feedback through outbound telemarketing in the Interaction Center. Agents are provided with simplified access to all the information and business processes they require to interact with their customers. While agents are guided through their customer interaction with the help of predefined scripts, leads can be automatically created based on customer feedback. This greatly simplifies the interaction process for agents, who can also manually create or qualify leads. Agents are free to focus on personalized interactions, thus improving the effectiveness of campaigns through better closure rates. CRM marketing encompasses functionality for planning, targeting, executing, and analyzing marketing plans and campaigns. Business partner segmentation determines target groups on the basis of business partner attributes and other information. The target groups are assigned to campaigns of a marketing plan. The campaign is assigned to a contact channel, which defines what type of transaction is created per business partner (for example, activity, offer, visit, or service query). If it is a telephone campaign, an interactive script can also be assigned. The target group is handed over to a contact channel to carry out the campaign. In this way, a call list is created from the target group of a telephone campaign. The call list must be assigned to an agent before it can be processed in the Interaction Center. Call lists can be transferred to external dialers to automate the dialing process.

IC Management

The Call List Management transaction can be launched from the WebClient UI.



Call List Status

The manager maintains the call list assignment and activates the call lists so that agents are able to access and process them.

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66

Interaction Center (IC) supervisors use this process to manage and maintain call lists. After call lists are created, supervisors must maintain the call list assignment and activate the call lists so that agents can access and process them. In addition to these required activities, there are optional activities that supervisors can perform to further manage call lists. Examples include reassigning call lists to other agents or redistributing calls to other call lists. Predefined or custom search queries are available to help quickly select these calls. Call list statistics are also available to help monitor the call list progress.

IC Management

The Interactive Script Editor enables the IC manager to create standardized scripts.



Interactive Scripting

Scripts can be used to guide new agents through an interaction and show only those screens that need to be used. Scripts improve communication between agent and customer.

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67

Interactive scripting is a function in the Interaction Center that allows managers to design step-by-step, campaign-specific scripts. Agents can execute these scripts if they need guidance during customer interactions. Agents use these scripts to guide them through each step of a customer contact. The agent enters the customer’s responses in the script. The customer’s response dictates the next step displayed by the script. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the Interaction Center (IC). Interactive scripting makes agents interactions with customers more consistent, which in turn improves the quality of a company’s customer interactions. Example: The travel agency that Josh works for is currently running a travel discount campaign to attract new customers. To be consistent with his presentation of this offer, he uses a script that was created by his manager. When he calls a customer, all he has to do is launch the Summer Travel Discount script, read the questions to the customer, and enter the customer’s responses.

Scenario 3

You are now able to: Describe the Best Practice scenario Interaction center Marketing Explain the business process Interaction center Marketing Describe some relevant Customizing settings related to the Interaction center Marketing scenario

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Topic Summary

68

Marketing

You are now able to: Explain the main Best Practice scenarios in the area of CRM Marketing



Unit Summary

Describe the general concepts related to the Best Practice scenarios in the area of CRM Marketing Describe relevant master data for Best Practices

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69

Unit:

Marketing

Lesson:

Lean Campaign Management

Exercises


Create an attribute list based on marketing attributes (C11)



Customize communication medium used in marketing campaigns (C22)



Execute the necessary steps within the External List Management tool (C39)



Execute an e-mail campaign and a phone campaign (C39)

The marketing employees expect appropriate actions to fulfill business needs in marketing.

Task 1: Create an attribute list based on marketing attributes: The marketing employee in your company wants to use newly created marketing attributes related to persons for the selections. 1-1

Create a new attribute set with the following data: Hint: Use the business role BP_MKT_EMPL - BP Marketing Employee. Field name


ID

BP_SELECT_##

Attribute Set

Best Practices Selection ##

Persons

X

Organizations

1-2

Assign new attributes to the new attribute set with the following data: Field name


Comment



Service -


HOBBY##

Or another description.

Format

Character Format

Only after entering the format here will you be able to enter a description in the Attribute field.

Multi Value

X

Enables multiple selections of the attribute

ID

Value

Default

A##

Golf

X

B##

Tennis

C##

Swimming

D##

Bike

Create a new data source for your new marketing attribute set. To create a data source, go into Customizing and choose: Customer Relationship Management  Marketing  Segmentation  Maintain Data Sources and Attribute Lists

1-4

Create a new attribute list and assign your newly created data source. To create a data source, go into Customizing and choose: Customer Relationship Management  Marketing  Segmentation  Maintain Data Sources and Attribute Lists Use the following naming convention for the ID of the attribute list: BP_ATTRIBUTE_LIST_##

1-5

Assign the marketing attributes to some business partners. Example: Assign the attribute values to the following SAP Best Practices contacts: Attributes example A## for: 600000 Attributes example B## for: 600002, 600004, 600006

Task 2: Create two new communication mediums. Hint: SAP Implementation Guide → Customer Relationship Management  Marketing  Marketing Planning and Campaign Management  Campaign Execution  Define Communication Medium 2-1

In Customizing, copy medium 0002 with description E-mail to medium ZA## with description E-Mail ##.


1-3

Attribute


In Customizing, copy medium 0001 with description Phone to medium ZB## with description Phone ##. Assign the transaction type Y110 to the communication method Telephone.

2-3

Check which communication method is assigned to the new medium ZA## and make a note of it. Communication Method: ______________________________

Task 3: The marketing employee wants to send an invitation via communication channel e-mail to your contact person, who is interested playing golf. Additionally, he wants want to create new call list with campaign management. 3-1

Create a new campaign with the following data. Hint: Use the business role BP_MKT_EMPL - BP Marketing Employee.

3-2

Field name

Value

ID Description Planned Start: Planned End: Type Communication Medium E-Mail Address: Form for E-Mail:

BP_CAMP_EMAIL_## E-mail ## General Campaign ZA## YMKT_ADR Y_TRADE_SHOW_INVITATION

Create a new target group with the selection criteria A## (Golf). Use the following naming convention for the ID of the profile set: BP_SEGMENT_## Check: Your Business Partner 600000 needs a valid E-Mail Address and a phone number!


2-2

3-3

Execute the e-mail campaign.

Example: Check in the SAPGUI transaction SOST, if your E-Mail was sent

3-5

Create a new campaign with the copy functionality and use the following data: Field name

Value

ID Description Planned Start: Planned End: Type Communication Medium

BP_CAMP_PHONE_## CALL List ## General Campaign ZB##

Execute the phone campaign.

Example: Check if your call list is available in the SAPGUI transaction CRMD_TM_CLDIST.

Task 4: The marketing employee wants to load external data delivered by your service provider into your SAP CRM system.

Information: The external file ELM_FILE is located in the Business Workplace in SAP GUI (transaction SBWP). On the left side, open the Shared Services folder and double-click “CRMMARK : CRMMARK: Additional Material for CRM Marketing”. On the right side, double-click the document ELM_FILE and save the .txt. file to your desktop.

4-1

Create a new external list with the following data and execute the process. Hint: Use the business role BP_MKT_EMPL - BP Marketing Employee.

Field name


General Data ID

BP_ELM_##



3-4

Field name


External List

Business Partners from Trade Show ##

Origin

Trade Show

Type

Internally Procured

Mapping Format

ELM for Customer Address Data Upload

Read File Map Data Maintain Business Partners Maintain Target Group Delimiter

Semicolon



Process Steps

Unit:

Marketing

Lesson:

Lean Campaign Management

Solutions

Task 1: Create an attribute list based on marketing attributes: The marketing employee in your company wants to use newly created marketing attributes related to persons for the selections. 1-1

Create a new attribute set with the following data: 1. Log on with your user and select business role BP_MKT_EMPL - BP Marketing Employee. 2. Access the activity using the following navigation option:


Marketing  Create: Marketing Attribute

3. First maintain the following mandatory data for the attribute set: Field name


ID

BP_SELECT_##

Attribute Set

Best Practices Selection ##

Persons

X

Organizations 4. Save.

1-2

Assign to the new attribute set new attributes with the following data: 1. In the Attributes assignment block, choose Insert. 2. Maintain the following values: Field name


Comment

Attribute

HOBBY##

Or another description.

Format

Character Format

Only after entering the format here will you be able to enter a description in the Attribute field.

Multi Value

X

Enables multiple Selections of the ttribute

3. In the Values assignment block, choose Insert and specify the values for this attribute, to be selectable and the according description one after another like shown in the following table:



Service -

ID

Value

Default

A##

Golf

X

B##

Tennis

C##

Swimming

D##

Bike

1-3

Create a new data source for your new marketing attribute set. 1. Access the activity using one of the following navigation options:


CRMD_MKTDS Customer Relationship Management  Marketing  Segmentation  Maintain Data Sources and Attribute Lists

2. Choose Create Data Source (F5). 3. Enter the following data to create a data source: Field name


Origin Type Name Description

Select Attribute Set BP_SELECT_## Best Practices Customer Classification

4. Choose Save.

1-4

Create a new attribute list and assign your newly created data source. 1. Access the activity using one of the following navigation options:


CRMD_MKTDS Customer Relationship Management  Marketing  Segmentation  Maintain Data Sources and Attribute Lists

2. Choose Create Attribute List (F6). 3. Enter the following data to create an attribute list: Field name


Description

BP_ATTRIBUTE_LIST_##

Category Usage ID Segmentation Object

Campaign Execution Campaign Business Partner

4. Choose Save. 5. In the Attribute List screen area, choose Assign Data Source. Select the newly created data source BP_SELECT_## and choose Continue.



4. Choose Save.

You can add as many data sources to an attribute list as you require. 6. Open the data source in the Attribute List screen area and select those attributes that you want to include in the list. To select all attributes for a given data source, place your cursor on the data source and choose Select all attributes.

8. Continue with Enter. 9. Choose Save.

1-5

Assign the marketing attributes to some business partners. 1. Log on with your user and select business role BP_MKT_EMPL - BP Marketing Employee. 2. Access the activity using the following navigation option:


Accounts & Products  Search: Contacts

3. Select, for example, the following search criteria:

Account ID

is

6*

4. Select the respective business partner, for example 600000. 5. In the Marketing Attributes assignment block, choose Edit List. 6. Select attribute BP_SELECT_##, which that contains the attributes that should be assigned according to the business process. 7. Select the following attributes and values of your business partners:

Example: Assign the attribute values to the following SAP Best Practices contacts: Attributes example A## for: 600000 Attributes example B## for: 600002, 600004, 600006

Attribute

Attribute Value

A## B## Shopping frequency

Golf Tennis More than 1x per week

8. Choose Save.

Task 2: Create two new communication mediums. 2-1

In Customizing, copy medium 0002 with description E-mail to medium ZA## with description E-Mail ##.



7. Now you have to create filters for the attributes. Double-click on the first attribute and choose Select all to select all characteristic values of the filter. Alternatively, you could select the filters manually in the context menu.


Transaction code SAP CRM IMG

SPRO Customer Relationship Management  Marketing  Marketing Planning and Campaign Management  Campaign Execution  Define Communication Medium

Field name


Medium Communication Medium

ZA## E-Mail ##

3. Save.

2-2

In Customizing, copy medium 0001 with description Phone to medium ZB## with description Phone ##. Assign the transaction type Y110 to the communication method Telephone. 1. Access the activity using the following navigation options:

Transaction code SAP CRM IMG

SPRO Customer Relationship Management  Marketing  Marketing Planning and Campaign Management  Campaign Execution  Define Communication Medium

2. Select entry 0001 and choose Copy to create a new communication medium using the following data: Field name


Medium Communication Medium

ZB## Phone ##

On view Communication Methods and Transaction Types:

Priority Communication Method Trans.Type Category

1 Telephone Y110 202 Telephone

3. Save.

2-3

Check which communication method is assigned to the new medium ZA## and make a note of it. Communication Method: ____ Internet mail (SMTP)___

Task 3: The marketing employee wants to send an invitation via communication channel e-mail to your contact person, who is interested playing golf. Additionally, he wants want to create new call list with campaign management.



2. Select entry 0002 and choose Copy to create a new communication medium using the following data:

3-1

Create a new campaign with the following data. 1. Log on with your user and select business role BP_MKT_EMPL - BP Marketing Employee. 2. Access the following activity from the navigation bar: Marketing  Create:Campaign

3. Maintain the following values: Field name

Value

ID Description Planned Start: Planned End: Type Communication Medium E-Mail Address: Form for E-Mail:

BP_CAMP_EMAIL_## E-mail ## General Campaign ZA## YMKT_ADR Y_TRADE_SHOW_INVITATION

4. Choose Save.

3-2 Create a new target group with the selection criteria A## (Golf). 1. Access the following activity from the navigation bar:


Marketing  Search:Campaign

2. Search for your campaign BP_CAMP_EMAIL_## and open it. 3. Navigate to Segments and choose New. 4. On the Profile Set: New screen, enter the following data and choose Save: Field name


General Data Profile Set

BP_SEGMENT_##

Usage

Campaign

Duplication Method

No Deduplication/Undo Deduplication

You need to save the profile set before you can open the Graphical Modeler. 5. From the toolbar, choose Graphical Modeler to open the Segment Builder tool. Click on the empty screen to activate the segment builder, if necessary. 6. On the Attribute Lists tab page, use the input help to select the attribute list BP_ATTRIBUTE_LIST_##. 7. First, select the attribute value A## (from the attribute BP_SELECT_##) and transfer it to the staging area using drag and drop (see area description of the Segment Builder, above). 8. Save the new profile.




9. Now you are able to create the target group for your profile. Right-click on the icon in the staging area. From the dropdown menu, choose Build Target Group  In Dialog. 10. Your target group is now created and the number of business partners contained in the target group will be displayed automatically in the staging area. Choose Save.


Execute the e-mail campaign. 1. Access the following activity from the navigation bar:


Marketing  Search: Campaign

2. Search for your campaign BP_CAMP_EMAIL_## and open it. 3. In the Campaign Details assignment block, choose Edit. 4. On the Campaign: , screen, select the following values (using the input help): Field name


Status New Status

Released

5. Choose Save. 6. Choose Start to start the campaign execution. 7. Enter the relevant data for scheduling the job. For an immediate execution, select Start date Immediately. 8. Choose Start. 9. In the Segments assignment area, the job execution status Job Started is displayed in the Job Status field. 10. Choose Refresh to refresh the job status. 11. After some time, you get the job status Job Ended Without Errors.

3-4

Create a new campaign with the copy functionality and use the following data: 1. Access the following activity from the navigation bar:



2. Search for your campaign BP_CAMP_EMAIL_## and highlight it. 3. Choose Advanced Copy and enter the following values: Field name

Value

ID Description

BP_CAMP_PHONE_## CALL List ##

5. Choose Start Copy. 6. Change the following values for your new campaign: Field name

Value


3-3

Field name

Value

Communication Medium

ZB##

7. Choose Save.

3-5

Execute the phone campaign.




2. Search for your campaign BP_CAMP_PHONE_## and open it 3. In the Campaign Details assignment block, choose Edit. 4. On the Campaign: , screen, select the following values (using the input help): Field name


Status New Status

Released

5. Choose Save. 6. Choose Start to start the campaign execution. 7. Enter the relevant data for scheduling the job. For an immediate execution, select Start date Immediately. 8. Choose Start. 9. In the Segments assignment area, the job execution status Job Started is displayed in the Job Status field. 10. Choose Refresh to refresh the job status. 11. After some time, you get the job status Job Ended Without Errors. 12. Check if your call list is available in the SAP GUI transaction CRMD_TM_CLDIST.

Task 4: The marketing employee wants to load external data delivered by your service provider into your SAP CRM System. 4-1

Create a new external list with the following data:

1. Log on with your user and select business role BP_MKT_EMPL - BP Marketing Employee. 2. Access the transaction choosing the following navigation option: SAP CRM WebClient menu

Marketing  Create: External List

3. On the External List: New screen, maintain the following values and indicators: Field name General Data



1. Access the following activity from the navigation bar:


ID

BP_ELM_##

External List

Business Partners from Trade Show

Origin

Trade Show

Type

Internally Procured

Mapping Format

ELM for Customer Address Data Upload

Process Steps Read File Map Data Maintain Business Partners Maintain Target Group Delimiter

Semicolon

4. Choose Select Client File. Information: The external file ELM_FILE is located in the Business Workplace in SAP GUI (transaction SBWP). On the left side, open the Shared Services folder and doubleclick “CRMMARK : CRMMARK: Additional Material for CRM Marketing”. On the right side, double-click the document ELM_FILE and save the .txt. file to your desktop.

5. Choose Upload. 6. As scheduling time select Immediately. 7. Choose Start. 8. To view the current status of your uploading process, you can repeat by choosing Refresh. 9. You have done everything correctly when you see the information message with green traffic light. 10. Choose Show List Records to view the fields of your data records. 11. You can access the contact data by choosing the hyperlink on the business partner ID.



Field name

Unit:

Marketing

Lesson:

Lead Management

Exercises


Copy a survey and define a survey determination procedure for your survey (C37)



Explain rule-based lead distribution (C37)



Create of leads

The Marketing employee creates a Lead based on a target group. The lead will be used to prioritize the customer’s needs.

Task 1: A new survey will be created in the system and needs to be assigned to the transaction type so it can be used in the Best Practice Leads. Afterward, the Marketing employee needs to create for his target group leads as follow up step.

1-1

Create a new survey by copying the Best Practice survey BP_LEAD_EN Hints:

1-2



Use the SAPGUI transaction: CRM_SURVEY_SUITE.



Use the following naming convention for the ID and description of the new survey: BP_LEAD_EN_##.

Assign the qualification level to your new survey. Use the following data. Qualification Level

Minimum percentage

Cold

20



Service -

Minimum percentage

Warm

50

Hot

75

1-3

Define the determination of the survey for the transaction type BP Lead.

1-4

Create a new target group based on the attribute city postal code 60000-69999. Hint: 

Use the business role BP_MKT_EMPL - BP Marketing Employee.



Use the following naming convention for the ID of the profile set: BP_LEAD_TG_##.

1-5

For all target group members, create a lead of type BP Lead (YLD).

1-6

Open the created lead for the customer Domestic 00 (BP Number 100000) and qualify the customer with your new survey.

Task 2: Explain the Best Practice Rule-Based Lead Distribution. 2-1

Open the rule editor in the role of an IC manager and describe the conditions and actions in the provided Best Practice Rule LEAD of context Lead Distribution. Hints: 

2-2

Use the business role BP_IC_MAN - BP IC Manager.

Which Customizing steps are needed to use the Best Practice rule LEAD?

Task 3: Create several leads with different qualification level, origin, and priority to analyze the behavior of the workflow.

3-1

Create two leads of type BP Lead with the following data. Hint: Use the business role BP_MKT_EMPL - BP Marketing Employee.



Qualification Level

First lead: Field name


Description

BP Lead ##-1

Prospect

100000 (Customer Domestic 00)

Prospect Address


Main Contact




Start Date

End Date

Notes

Parties Involved Sales Representative

CRM-##

In the Products assignment block, choose Edit List to maintain the following details: Field name


Products Product

D300

Quantity

Enter a quantity

Field name

User action or value

Qualification Qualification Level

Hot

Status Status

In process

Classification Priority Origin Group

Very important Trade fair Top 100 Customers

Second lead: Field name



BP Lead ##-2

Prospect


Prospect Address


Main Contact




Lead Details



Start Date

End Date

Notes


CRM-##

Field name


Products Product

D300

Quantity

Enter a quantity

Field name



Hot

Status Status

In process


Important Trade fair New Customers

.

3-2

Log on as a sales employee and create an opportunity for your second lead based on the standard workflow. Hints: 

Use the business role BP_SLS_EMPL - BP Sales Employee.



Lead is free of errors & Lead qualification level = Hot & Lead Priority = 1 (very important) & Lead Group = 001 (Top 100 Customers)  Opportunity is created automatically via workflow without further information from the sales employee.



Lead is free of errors & Lead qualification level = Hot & Lead Priority <> 1 (very important) OR Lead Group <> 001 (Top 100 Customers)  A sales employee is informed by workflow and has to decide whether an opportunity needs to be created.



Lead qualification level <> Hot  No workflow will be started, which means that an opportunity can only be created manually from the lead by the sales employee. Prerequisites: At least one of the leads has reached the qualification level Hot. The CRM-## has been assigned to partner function Sales Representative in the lead.



In the Products assignment block, choose Edit List to maintain the following details:

Unit:

Marketing

Lesson:

Lead Management

Solutions

Task 1: A new survey will be created in the system and needs to be assigned to the transaction type in order to use it in the Best Practice Leads. Afterwards the Marketing employee needs to create for his target group leads as follow up step. 1-1

Create a new survey by copying the Best Practice survey BP_LEAD_EN. 1. Call transaction CRM_SURVEY_SUITE. 2. Navigate from the Application area to Leads and open the folder. 3. Highlight the survey BP_LEAD_EN and choose Copy. 4. In the dialog box, select the Application Leads and enter BP_LEAD_EN_## for the ID. 5. Choose Enter. 6. From the menu bar, select Maintain Survey Attributes and on the Adminstrat. Data tab, enter BP_LEAD_EN_## for the description and the short text.

7. Choose 1-2

Activate.

Assign the qualification level to your new survey. Use the following data. 1. Access the activity using the following navigation options:


SPRO

Customer Relationship Management  Transactions  Settings for Leads  Questionnaires for Leads  Assign Qualification Levels to Questionnaires

2. Choose New Entries, select your questionnaire (BP_LEAD_EN_##) using the input help and press Enter. 3. Highlight the questionnaire and double-click on the Qualification Level view. 4. Choose New Entries and define the following qualification levels: Qualification Level

Minimum percentage

Cold

20

Warm

50

Hot

75

5. Save your entries and select a customizing request, if necessary.



Service -

1-3

Define the determination of the survey for the transaction type BP Lead (YLD). 1. Access the activity using one of the following navigation options: SPRO

Customer Relationship Management  Transactions  Settings for Leads  Questionnaires for Leads  Define Determination for Questionnaires

2. Choose New Entries and enter the following values (keep the other columns empty): Field name


Determ.

YEDUC00##

Description

BP Lead Questionnaire ##

Trans.Type

YLD

Questionnaire ID

BP_LEAD_EN_##

Activ 3. Save your entries and select a customizing request, if necessary. 4. Choose Back. 5. Save.

1-4

Create a new target group based on the attribute city postal code 60000-69999. 1. Log on with your user and select the business role BP_MKT_EMPL - BP Marketing Employee. 2. Access the following activity from the navigation bar:


Marketing  Create: Segment

3. On the Profile Set: New screen, enter the following data and choose Save: Field name


General Data Profile Set

BP_LEAD_TG_##

Usage

Campaign

Deduplication Method

No Deduplication/Undo Deduplication

You need to save the profile set before you can open the Graphical Modeler. 4. From the toolbar, choose Graphical Modeler to open the Segment Builder tool. Click on the empty screen to activate the segment builder, if necessary. 5. On the Attribute Lists tab page, use the input help to select the attribute list BP_CUST_ADDRESS. 6. First, select the attribute city postal code with filter 60000-69999 and transfer it to the staging area (screen area on the top right-hand side) using drag and drop.




7. Save the new profile. 8. Now you are able to create the target group for your profile. Right-click on the icon in the staging area. From the dropdown menu, choose Build Target Group  In Dialog. 9. If the target group is created, right-click again.

For all target group members, create a lead of type BP Lead (YLD). 1. Access the following activity from the navigation bar:


Marketing  Search: Segment

2. Enter the following Search criteria and choose Search: Field name


General Data Segment

BP_LEAD_TG_##

3. From the toolbar, choose Graphical Modeler to open the Segment Builder tool. Click on the empty screen to activate the segment builder, if necessary. 4.

Select your target group.

5.

Select Follow up Processing and Create Business Transaction.

6. Make the following entries in the dialog box: Field name


General Data

Description Transaction Category

BP Lead Generation (Target Group) ## Generate Lead

Business Transaction Data

Transaction Type Employee Responsible Start Date End Date

YLD (BP ID: 10010)

7. Choose Create. 8. On the Schedule Job screen, select start date Immediately and choose Start. 9. Choose Back.

1-6

Open the created lead for the customer Domestic 00 (BP Number 100000) and qualify the customer with your new survey. 1. To check if the leads are created based on the target group, access the activity from the navigation bar (you are still logged on as marketing employee): SAP CRM WebClient menu

Marketing  Search: Lead

2. Enter the following values in the search criteria: Field name




1-5


BP Lead Generation (Target Group) ##

3. Choose Search.

Explain the Best Practice Rule-Based Lead Distribution. 2-1

Open the rule editor in the role of an IC manager and describe the conditions and actions in the provided Best Practice Rule LEAD of context Lead Distribution. 1. Log on to the CRM WebClient with your user and select Business role BP_IC_MAN - BP IC Manager. 2. Navigate in the Process Modeling work center, choose context Lead Distribution, and choose Search. 3. Select the Best Practice rule LEAD to get detailed information. 4. Choose Expand to view the complete structure of the rule policy. 5. Select the subfolder under the IMPORTANT LEADS folder to display the conditions and actions on the right side:

Field Name

User Action and Values

Comment

Attribute

Lead Group

Select the entry from the dropdown list

Operator

Equals


Value

VIP Customers


User Action and Values

Comment

Attribute

Lead Qualification Level


Operator

Equals


Value

Hot


Conditions

and: Field Name Conditions

Actions/Parameters

Values for Repeat

Conditions (Step 9) Partner by ID

, e.g., 10400

Set Partner Function To

00000014 (Employee Responsible)

Set Lead Status To

In Process

Execution behavior

Stop after execution if partner(s) found

Explanation:



Task 2:

Two conditions are defined in the rule, with the following corresponding actions: If Lead Group = VIP Customers & Lead qualification level = Hot & Lead Priority  The Business Partner 10300 (Richard Lion) is set in the partner function 0000014 Employee Responsible

Which Customizing steps are needed to use the Best Practice rule LEAD? I

Definition of a Service Manager Profile


Transaction Code SAP CRM IMG Menu

SPRO

Customer Relationship Management  E-Mail Response Management System  Service Manager  Define Service Manager Profiles

2. Choose New Entries and maintain the following values to create a new service manager profile for lead distribution:

Field Value

Srv Mgr Profile Y_BP_LEAD_DISTR

Description Best Practices Lead Distribution

3. Choose Save. 4. Double-click on the Directly Called Services dialog structure and choose New Entries to maintain the following values:

Field Value

Srv Mgr Profile Y_BP_LEAD_DIST R

Information

Invocation Order 10

Service ID DD_RE

When assigning more than one service, the Invocation Order determines the sequence in which the services should be invoked.

SAP standard ERMS service for lead distribution



2-2

5. Choose Save. 6. Double-click on the Properties dialog structure and choose New Entries to maintain the following values:

Field Value

Property ID CONTEXT

Property Value DD_LEAD

Information SAP standard ERMS context for lead distribution

7. Choose Save. 8. Choose Change Display twice to repeat steps 6 and 7 twice, maintaining the following values:

Field Value 1

Property ID LOG_LEVEL

Property Value 3

Value 2

POLICY

LEAD

Information With log level 3, all messages are written into the application log This value determines the name of the rule policy, which is to be used in lead distribution, that is, lead distribution rules have to be maintained for the rule policy named LEAD.

9. Choose Save.

II

Definition of a Rule Policy from context Lead Distribution

1. Log on with your user and select the business role BP_IC_MAN - BP IC Manager. For internal use by CSC only

3. Click on the Best Practice rule LEAD to get detailed information.

III

Definition Report Variant

1. Log on to the CRM SAP GUI with your user. 2. Access the activity using the following navigation options: Transaction Code SAP Easy Access Menu

SE38 SAP menu  Architecture and Technology  ABAP Workbench  Development  User Interface  ABAP Editor 3. Enter CRM_DD_BATCH as Program. 4. Choose Variants and then Display. 5. Check the entries: BUS2000108 (Lead) as Object Type, YLD (BP Lead) as Transaction Type, and Y_BP_LEAD_DISTR (Lead Distribution) as Service Mgr Profile. Result: By starting the report CRM_DD_BATCH, the created and activated lead distribution rules are applied for all matching leads of the type YLD (BP Lead). This report can then be scheduled in a background job.

Task 3: Create several leads with different qualification level, origin, and priority to analyze the behavior of the workflow. 3-1

Create two leads of type BP Lead with the following data. Hint: Use the business role BP_MKT_EMPL - BP Marketing Employee.

1. Log on with your user and select business role BP_MKT_EMPL - BP Marketing Employee. 2. Access the activity from the navigation bar: SAP CRM WebClient menu

Marketing  Create: Lead

3. Choose transaction type BP Lead if a selection screen appears.


2. Navigate in the Process Modeling work center and choose Search.

For each lead, enter the following data: First lead:

Field name


Description

BP Lead ##-1

Prospect


Prospect Address


Main Contact




Start Date

End Date

Notes


(automatically determined) Change to to activate the lead– to-opportunity workflow (Michael Curtis)



Products Product

D300

Quantity

Enter a quantity

Field name



Hot

Status Status

In process


Very important Trade fair Top 100 Customers

Second lead:

Field name



BP Lead ##-2

Prospect


Prospect Address




Lead Details

Main Contact




Start Date

End Date

Notes

Sales Representative

(automatically determined) Change to to activate the lead– to-opportunity workflow (Michael Curtis).



Products

Product

D300

Quantity

Enter a quantity

Field name



Hot

Status Status

In process


Important Trade fair New Customers

4. Save your new leads.

3-2

Log on as a sales employee and create an opportunity for your second lead based on the standard workflow.

Hint: 

Use the business role BP_SLS_EMPL - BP Sales Employee.



Lead is free of errors & Lead qualification level = Hot & Lead Priority = 1 (very important) & Lead Group = 001 (Top 100 Customers)  Opportunity is created automatically via workflow without further information from the sales employee.



Lead is free of errors & Lead qualification level = Hot & Lead Priority <> 1 (very important) OR Lead Group <> 001 (Top 100 Customers)  A sales employee is informed by workflow and has to decide whether an opportunity needs to be created.



Lead qualification level <> Hot  No workflow will be started, which means that an opportunity can only be created manually from the lead by the sales employee.



Parties Involved

Prerequisites: At least one of the leads has reached the qualification level Hot. The CRM-## has been assigned to partner function Sales Representative in the lead.

2. Access the workflow inbox choosing the following navigation option: SAP CRM WebClient menu

Home  Workflow Tasks

3. Choose the entry Create Opportunity from Lead for Business Partner to access the workflow task. 4. In the Decision field, you can choose between the following execution alternatives: 

Create Opportunity An opportunity is created in the background. The lead status is set to Accepted by Sales.



Create and Display Opportunity An opportunity is created in the background, and a work item is sent to you, with which this opportunity is to be processed.



Decline Lead The user who created the lead is informed that the lead was declined. The lead status is set to Rejected by Sales.

5. Select the second alternative, Create and Display Opportunity, and choose Execute Decision. 6. Go back to the CRM WebClient home page (Home  Workflow Tasks). 7. A new workflow task Opportunity created for lead is created for the processed lead. 8. Choose this workflow task. 9. The newly created opportunity is listed in the Associated Objects as BP Opportunity assignment block. 10. Choose this opportunity for further processing of the document.



1. Log on with your user and select business role BP_SLS_EMPL - BP Sales Employee.

Unit:

Marketing

Lesson:

Interaction Center Marketing

Exercises


Copy an interactive script and assign it to call center agent marketing (C78)



Execute an outbound call with a call list (C81)

The IC manger provides an interactive script for call center agent marketing.

Task 1: The IC manager wants to provide a new interactive script to the call center agents. 1-1

Create a new interactive script by copying the Best Practice script YBP Script and assigning your survey BP_LEAD_EN_## to the survey template. Hints:

1-2



Use the business role BP_IC_MAN - BP IC Manager.



Use the following naming convention for the description of the interactive script: BP_SCRIPT_##.

Assign the new script to the script profile within the business role that is used for call center agent marketing. Hint: The Marketing call center agent is using the following business role:

1-3

Business Role

PFCG Role

BP_ICA_MKT

BP_ICAGENT_ MKT

Assign your call list BP_CAMP_PHONE_## (CALL List ## ) to the user CRM-## and activate the list.



Service -

Task 2: The Marketing call center agent executes the call list for the contact person. 2-1

Call the call list and execute an outbound call by using the call list.

2-2

Start the script and qualify the customer within the assigned survey.

2-3

Record and end the contact.



Hint: Use the business role BP_ICA_MKT - BP IC Agent Marketing.

Unit:

Marketing

Lesson:

Interaction center Marketing

Solutions

Task 1: A new survey will be created in the system and needs to be assigned to the transaction type so it can be used in the Best Practice Leads. Afterward, the marketing employee needs to create for his target group leads as follow up step. 1-1

Create a new interactive script by copying the Best Practice script YBP Script and assigning your survey BP_LEAD_EN_## to the survey template. 1. Log on to the CRM WebClient with user CRM-## and password welcome. 2. Select Business Role: BP_IC_MAN - BP IC Manager. 3. Access the Interactive Script Editor using the following navigation option: CRM WebClient UI menu

Process Modeling  Create: Interactive Script Editor

4. Open the Scripts folder on the left side and highlight the script SAP Best Practices Script. 5. Choose

Copy.

6. A new copied script is now available. Double-click the copied script and navigate to the Properties tab. 7. Enter the description BP_SCRIPT_##. 8. In the work area screen, select the Lead Qualification template.

9. Navigate to the Parameter tab and enter your Survey ID BP_LEAD_EN_## (created in

scenario Lead Management) in the Questionnaire ID field. 

Save your entries.



Service -

1-2

Assign the new script to the script profile within the business role that is used for call center agent marketing.


Business Role

PFCG Role

BP_ICA_MKT

BP_ICAGENT_ MKT



SPRO

Customer Relationship Management  Interaction Center WebClient  Define Business Role

2. To identify the assigned script profile, highlight the relevant business role BP_ICA_MKT, go to the Assign Function Profiles view, and check which profile is assigned.

Business Role

BP_ICA_MKT

BP_ICA_SRV

BP_ICA_SLS

Function Profile

Profile Value

Profile Value

Profile Value

SCRIPT

YBP_IC_SCR

YBP_IC_SCR

YBP_IC_SCR

3. Notice the value of the script profile YBP_IC_SCR. 4. Leave the business roles and access the customizing activity using the following navigation options:


SPRO

Customer Relationship Management  Interaction Center WebClient  Basic Functions  Define Script Profiles

5. Highlight YBP_IC_SCR and double-click on the Scripts folder. 6. Choose New Entries. 7. Use the input help to assign your new script, with the description BP_SCRIPT_##, to your script profile. 8.

Double-click the Script Languages folder.

9. Choose New Entries. 10. In the Languages column, enter the languages you plan to have available for your scripts (for example, EN). 11. Save your data.

1-3

Assign your call list BP_CAMP_PHONE_## (CALL List ## ) to your call center agent and activate the list.


Hint: The Marketing call center agent is using the following business role:

1. Access the transaction by choosing one of the following navigation options: Transaction code SAP CRM menu

CRMD_TM_CLDIST Interaction Center  Supporting Processes  Outbound Calling  Call List Maintenance

2. In the Call Lists  Name area on the left-hand side, open the Call List Tree and select the call list created by the marketing department (ID: BP_CAMP_PHONE_##; description: CALL List ##).

4. In the dialog box, select the User tab and enter CRM-##. 5. Choose Enter. 6. To activate the call list assignment, right-click on your call list and choose Activate from the dropdown menu. 7. In Select Type of Execution dialog box, select Run Synchronously and choose Continue. The status of the call list switches from Inactive to Active (see General tab page).

You need to activate the call list after its generation; otherwise, it won’t appear in the Interaction Center environment.

Task 2: The Marketing call center agent executes the call list for the contact person.

2-1

Call the call list and execute an outbound call by using the call list. 1. Log on to the Interaction Center WebClient as user CRM-## with password welcome. 2. Select Business Role BP_ICA_MKT - BP IC Agent Marketing. 3. Choose Call Lists from the navigation bar. 4. In the Available Call Lists workspace, highlight your new call list (ID: BP_CAMP_PHONE_##; description: CALL List ##) and choose Display Calls. A new workspace opens containing all business partners assigned to the call list.

If your newly-created call list does not appear, try to deactivate the call list and activate it again in the CRM system (see process step Assign Call List to Agent(s)). 5. Highlight the first item of the call list to indicate that you are working on the call. 6. To display the column for the business partner’s telephone numbers, choose Full View. Now you can start the outbound call. 7. From the navigation bar, choose Account Identification to access the business partner’s data.

2-2

Start the script and qualify the customer within the assigned survey. 1. From the navigation bar, choose Script.



3. Select the Assignments structure item and double-click Business Partner.

2. Select the following data: Field name


Launch

BP_SCRIPT_##

Lang.

en

3. Choose Go. 4. The script opens, showing the first statement or question defined in the example script. For internal use by CSC only

6. Choose the interest in products option. 7. Maintain the following questionnaire data: Field name


Questionnaire Product

Notebooks

No. of Employees

251 – 500 Employees

Planned Units

51 – 100 units

Timeframe

< 3 months

8. Scroll down the questionnaire, if necessary, and choose Save. 9. When prompted about additional issues, choose No. 10. Choose

2-3

SCRIPT_STOP.

Record and end the contact. 1. From the navigation bar, choose Interaction Record. 2. Save the interaction record 3. Choose End.


5. In the first question of the script, the agent asks if the customer is interested in a new product.

CRMFUN

INTE RNA L







Course Overview


©


2




©


3

Sales

At the conclusion of this unit, you will be able to: Discuss the Best Practice scenarios in the area of CRM Sales Describe the general concepts related to the Best Practice scenarios in the area of CRM Sales

©




Unit Objectives

4

Sales



Building Blocks

©


5

Account and Contact Management

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Account and Contact Management



Topic Objectives

Create tasks, accounts, and contacts Explain additional features in this environment, such as merging accounts, assigning accounts to account hierarchies, and using account fact sheets

©


6

The SAP Best Practices scenario Account and Contact Management supports the sales process. It shows how to create and change accounts and contacts, what options are available, and which function can be used. The process starts when the sales manager first makes contact with a new prospect at a fair. Based on this, the sales employee creates a new account and a new contact. He or she also creates a new task to prepare the customer call. Finally, the sales employee updates the account with new information received during the call.

©


7

The Account and Contact Management scenario describes the following case: The sales manager made a contact with a new prospect at a fair. He or she creates a task for the sales employee to create a new account for the prospect. The sales employee checks his daily tasks and creates a new account and a new contact. He also creates a new task to prepare the customer call. He calls the customer and updates the account with the information he received during the call. Furthermore, a duplicate account has been accidentally created. The sales manager merges these two accounts. The sales employee assigns the newly created account to an existing account hierarchy. The sales employee wants to visit another customer, so he checks and prints the customer’s fact sheet.





Sales Manager Sales Sales Employee Employee ©

Merge account s

Create a task

Create new account and contact

Check task

Assign account to hierarchy


Create task for account

Change account



Business Process

Monitor account s

Account fact sheet

8




No one knows your accounts better than you. With SAP CRM: Quickly and easily find and display accounts Information about contact partners, companies, and relationships Different views of accounts, such as customers, contacts, consumers, or competitors 360° view of the account with all relevant information, such as: – Interaction history – Activities – Opportunities – Sales, service, and marketing documents – Financial and logistical data

Printing of account overview Account fact sheet ©


The basic concept of business partners and account maintenance has already been introduced and explained in the Organizational Model and Master Data unit. In this lesson, Account and Contact Management will be highlighted from a business process perspective, including the creation of related tasks and other activities in the environment of Account and Contact Management.

9

Types of Activity

Appointment

Interaction log

Business Activities

©



E-mail

Task

Activity Tasks


10

Activity Management is an integral part of SAP CRM and administers all activities undertaken by the employees of your company. Any data saved in an activity is an important source of information that needs to be accessed by all relevant employees. You can use Activity Management at any time during the CRM life cycle. Activities such as interaction logs and appointments keep a record of any interaction that has taken place between your company and its customers. Tasks provide a way for your employees to manage their own workload and to record reminders. Activities can be created as subsequent documents for a wide variety of other business transactions, such as opportunities, leads, sales orders, or contracts. Activities might be telephone calls, customer visits, general preparatory tasks, reminders of appointments, and so on. From a technical point of view, there are two leading business transaction categories for activities: – A business activity contains information about the interaction with the business partner on a particular date. – A task contains information about the activities that one or more employees have to complete by a particular date.



Merging Accounts

©


11

If you created an account by accident, it is possible to merge two accounts. You have to select a master and a slave account. During merging, you select which attributes should be transferred from the slave account to the master account. As a result, the two accounts will be merged. From the master record account, you can access all activities, business transactions, and information - as well as marketing attributes - that were previously created in the second account. The non-master record will be automatically flagged for archiving.

Account Hierarchies

For example, purchasing collaboration, chains, and so on

Accounts are also assigned to the hierarchy nodes. BP100

BP10

BP20

BP30

BP60 ©

BP70

BP40

BP80

BP50

BP90


12

The account hierarchy allows you to map a business partner’s complex organizational structures (for example, buying group, cooperative, or chain of retail outlets). In contrast to the customer hierarchy in SAP ERP, the nodes cannot be equated with the business partners themselves; rather, the business partners are assigned to the nodes. You can assign as many business partners as you like to a hierarchy node. Group hierarchies originally maintained in SAP CRM cannot be transferred to the SAP ERP system. Customer hierarchies from the SAP ERP system can be loaded into SAP CRM, but the changes that can be made to them there are restricted. You can create account hierarchies in different categories, such as the “pricing” or “statistics” categories.



Account hierarchies are mapped with hierarchy trees in CRM.



Account Fact Sheet

©


13

The account fact sheet provides you with an immediate and condensed overview of information about business partners taken from several sources, such as business partner master data, statistical data, and transactional data derived from SAP CRM, SAP ERP, and SAP NetWeaver BW. It enables you to quickly and easily see the most important details about your key customers. The online fact sheet offers all the assignment blocks available on the overview page and, in addition, assignment blocks with information integrated from SAP NetWeaver BW, SAP ERP, and SAP CRM. The fact sheet is delivered preconfigured, but can be changed if necessary. Standard personalization options are available from the online fact sheet page, enabling you to select assignment blocks and columns to be displayed. The PDF fact sheet has different content from the online version and incorporates information from SAP CRM and SAP ERP. You cannot personalize the PDF fact sheet. The assignment blocks available are determined by the role to which the fact sheet is assigned.



SAP CRM Interactive Reporting

©


14

Various reports exist for analyzing the accounts (for example, Active Accounts or Accounts with Open Activities). For an overview of how to navigate within the reports, refer to the Business Process Documentation (User Guide) of the relevant Analytics scenario (Interactive Reporting or BI Reporting). The reports you will be able to view depends on which Analytics scenario you have implemented (Interactive Reporting or BI Reporting). In this case, we are working with SAP CRM Interactive Reporting. The Active Accounts report, with the corresponding activities, is displayed on the slide.


You are now able to: Describe the Best Practice scenario Account and Contact Management



Topic Summary

Create tasks, accounts, and contacts Explain additional features in this environment, such as merging accounts, assigning accounts to account hierarchies, and using account fact sheets

©


15

Activity Management

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Activity Management

©




Topic Objectives

16

Activity Management supports the sales process across all phases and provides information about all activities carried out to serve the customer. This scenario supports a sales process with various types of activities and tasks.

©


17



Activity Management

Activity Management

Start Sales Employee

Prepare visit

Complete a task

Add visit details

Sales Manager

Customer call or e-mail

©

Outgoing call

Create opportunity

Monitor activities


18

Activity Management is an integral part of customer relationship management (CRM) and administers all activities undertaken by the employees of your company. Any data saved in an activity is an important source of information that needs to be accessed by all relevant employees. It answers day-to-day questions, such as: • What appointments do I have next week? • When can I arrange a visit to Ms. Smith? • Who can cover for a sick colleague in external sales? A sales representative can view the outcome of a telephone call made after an initial customer visit. A sales manager can quickly get an overview of all the activities that have taken place in the department during a certain period of time.



Business Process

Types of Activities

Appointment

Interaction log

Business Activities

©



E-mail

Task

Activity Tasks


19

An activity is a document for recording information and planning actions at any time during the customer relationship life cycle. Activities can be telephone calls, customer visits, general preparatory tasks, reminders of appointments (private and business-related), and so on. There are four different types of activity in the application: appointments, interaction logs, e-mails, and tasks. From a technical point of view, there are two leading business transaction categories for activities: A business activity contains information about the interaction with the business partner on a particular date. A task contains information about the activities that one or more employees have to complete by a particular date.

Details

Other Assignment Blocks

Description Account/Contact Person Date and Time Category Importance Status

Notes

Organization

Attachments

Actions

Dates

Attendees



Structure of Activities

Questionnaires

©


20

Activities are used to record business activities and tasks, such as activities that are carried out on behalf of the company. A business activity must have a partner, a start date, and a finish date. You use tasks when you want to create an activity that is not associated with an account. Like interactions, tasks can be public or private and can cover a wide range of possibilities, for example, the preparation of a customer presentation, or a reminder to buy a birthday card. If you mark a task as private, it cannot be seen by other users. The category that is assigned to the activity (transaction type) determines where this activity can be created in the application. Example: Category 203 (Various) is assigned to the transaction type Y007 (BP Interaction Log). The class Interaction Log is assigned to category 203 (Various). The application displays the transaction “BP Interaction Log” if the employee chooses Create Interaction Log.

Business Activities and Tasks


Business Transaction Categories Business Activities

Tasks

©


Activities

Transaction Types

Business partner required Assignment of responsible employee Meeting or personal contact required Public or private

Telephone call Customer visit Mail

Business partner NOT required Assignment of responsible employee Meeting or personal contact NOT required Public or private

Presentation prep. Private appointment Internal meeting


21

Activities are CRM business transactions and are controlled using transaction types. Some transaction settings are activity-specific, such as categories, goals, priorities, and activity reasons. SAP Implementation Guide Customer Relationship Management Settings for Activities Maintain Categories, Goals and Priorities.

Transactions

If required, product entries can be enabled in activities. Activity-specific item categories are needed for this. Also, activity reports have to be set up.

Activity Journals



With activity journals, you can record and update information gathered from customer visits or telephone calls. Activity journals can contain: Products or product categories Product-related information, such as what products were discussed with the customer, or the number of samples given to the customer

The activity journal is transferred from CRM Enterprise Sales to CRM Mobile, and vice versa. Activity journal Product XT-2004 XT-2007

Discussed

Number of Samples Priority 8 2

high medium

Notes Customer is considering ordering XT-2004 in the 2nd quarter of 2007.

©


You can use activity journals to record and update information that was gathered from customer visits or telephone calls. The information in the activity journal may or may not be product-related. An activity journal can contain the following information: Type and number of products discussed with customer Samples handed out to customers (for example, in the pharmaceuticals industry) Placement of products in a shop, for example, whether products are placed on a promotion shelf or near the counter or shop entrance Customer feedback The information gathered in activity journals can be used to: Track the distribution of samples in the pharmaceuticals industry. Analyze sales data, for example, number of products issued to customers. Track the progress of your sales team, for example, the number of discussions held with customers and the result of these discussions. Detect possible problem areas, for example, slow and non-moving products.

22

Activity Journal Templates



Activity journal templates are predefined forms with product-related and nonproduct-related fields that can be filled or left blank. Select additional fields (such as discussed, priority, number of samples).

Template type

Assign transaction types and categories. Assign territories. Define validity period.

Serves as a proposal Assign template type. Assign transaction types and categories.

Template

Assign territories. Assign target groups. Define prefilled products. Define validity period.

©


Journal template maintenance enables you to define activity journal templates for sales representatives. Sales representatives use these templates to report the results of contacts with a business partner. You define activity journal templates depending on the business needs of the company. The template type is a predefined form in which you define fields that are later displayed when editing activities in an activity journal, and into which information can be entered. The template type serves as a basis for creating a prefilled template. Using the template type, you determine the structure and layout of activity journals. A template type cannot be used alone - it must always be used with a template. For the activity journal template type, validity criteria are determined by specifying template types, activity categories, and time periods. The following crucial differences exist between a template and a template type: You can assign target groups to templates, but not to template types. You can assign default products to templates, but not to template types. When you create a template, product categories, products, product hierarchies and partner/product ranges (PPR), and listings can be assigned.

23



Activity Journal Within the Activity

©


The Activity Journal assignment block within an activity transaction is available only if an activity journal template type and an activity journal template were maintained. Furthermore, the transaction type must use item categories ACT, ACT0, and/or ACT1.

24

You can create periodic activities on the basis of calls, visits, and delivery times that are defined in the business partner's master data.

Journal



Generating Planned Activities

Phone call

Visit

Rules for visits, calls, or delivery times in the business partner's master data ©

Report for creating activities


The transaction code for creating the call list is /ncrmd_call_list (Interaction Center Supporting Processes Outbound Calling Generate Business Transactions and Call Lists).

25

Activity Management

You are now able to: Describe the Best Practice scenario Activity Management

©




Topic Summary

26

Opportunity Management

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Opportunity Management

©




Topic Objectives

27

The Opportunity Management scenario creates a framework for pursuing sales projects from the start, and as they progress. It provides the basis for a target-oriented analysis and optimization of your sales processes.

©


28




Opportunity Management Business Process

Lead fier qu ali

Sales r ge Mana

Sales e tiv senta Re pre

1

Creates 8 customer order

3

Plans activities for each stage (sales methodology)

Sales e tiv senta Re pre

4 Qualifies opportunity (sales methodology) Sales ive t senta Re pre

Creates quotation Sales ive t senta Re pre

Sales ive t senta Re pre

7 ©

Re

Sales e ntativ prese

2

Monitors win/loss 9 analyses

Sales ive t senta Re pre

Maintains sales team and assigns products or product categories

5 6

Develops value proposition


29

1. A lead was created as the result of a campaign. A lead qualifier evaluates the lead as a “hot lead” (qualification level: hot). The lead is forwarded to the responsible sales representative via workflow. 2. The sales representative receives the “hot lead” in his or her workflow inbox. The representative checks and accepts the “hot lead”. The system creates an opportunity. 3. The sales representative contacts the customer. He or she enters further data in the opportunity, such as estimated end date, expected sales volume, status, products, and participating members of the sales team. 4. The sales employee activates the required activities in the sales assistant of the opportunity and adds new ones if required. The sales representative creates a specific activity plan for this opportunity. 5. The sales representative qualifies the opportunity using the evaluation, and makes a positive or a negative decision. 6. The sales representative uses further elements of the sales methodology (buying center, project goals, and competitor analyses) and develops a clear value proposition for the customer. 7. The sales employee presents the solution to the customer and creates a quotation. 8. The sales employee secures agreement with the customer and creates a sales order.



Qualifies a lead as a “hot lead”

Receives the “hot lead,” checks it, and accepts it


Sales Employee / Manager Customer

Discover opportunity

©


Qualify opportunity

Create quotation

Accept quotation

Make decision

Close opportunity

Create sales order



Business Process (2)

Analyze opportunity

Create purchase order

30

From Lead to ERP Sales Order Business flow 1. Create or generate leads with marketing campaign.

Accounts payable in ERP

Invoice processing in ERP

Qualify/close CRM opportunity Presales processes Sales operations in CRM WebClient

2. Track, qualify, and close opportunities. 3. Manage and track ERP quotations.

Manage ERP quotation

4. Process ERP Sales orders. 5. Fulfill logistics needs.

Logistics fulfillment in ERP

©

6. Process invoices in ERP.

Process ERP sales order

7. Manage account payables.


The primary goal is to extend the CRM user experience in the order management space to the front office users responsible for order creation or processing.

31



Generate CRM lead

Opportunity as Central Hub of the Sales Process

Central organization and management of the sales process

Opportunity



Lead

Marketing

(with or without use of the sales methodology)

Order

Activity

Sales Quotation ©

Contract


32

The sales cycle of a product or a service begins with recognizing an opportunity. An opportunity is a chance for a business transaction, for example, the sale of products or services. A trade fair activity, a sales promotion, or a request for proposal can become an opportunity. Opportunity management is the editing process for opportunities. The goal is to generate as many orders as possible within the framework of an optimized sales process. Sales processes can be monitored and evaluated more efficiently with opportunity management.

Lead creation

Via marketing campaign By actively making contact with business partner

Lead qualification

Iterative and interactive process Status allocation Support from questionnaire

Transfer to sales

Workflow triggered by a certain status (for example, HOT) Possible return of lead

Opportunity maintenance ©



From Lead to Opportunity

Create opportunity Process opportunity


From a process perspective, leads can be created before opportunities. Leads are generated, qualified, and maintained in the marketing area. Lead Management is optional, but you can use it to optimize presales activities. Opportunities serve as a central hub for the sales process, from which activities, quotations, contracts, and orders can result. An opportunity can support and manage the entire sales cycle. A structured sales methodology can be used to improve the quality of sales processes.

33

Stage 1: Identify sales opportunity

New customer

Stage 2: Research customer information

Stage 3: First customer contact

Stage X: Close the deal

Sales & Distribution

Contract



Stages in an Opportunity

Office staff 100 %

10 %

25 %

60 %

Success probability ©


An opportunity goes through a sales cycle that is divided into various stages. The period of a sales cycle is determined by the start and end date of an opportunity. A stage is a section of the sales cycle (for example, identification or qualification) in which certain activities are carried out. Sales cycles and their stages can be defined in Customizing according to enterprisedependent requests (for example, a sales cycle for new customer transactions).

34

The Sales Assistant

Customizing: For internal use by CSC only


Create Lead

Action Profile

Extend Business Relationship

Qualify Opportunity

Sales process Order Fulfillment

Value Proposition

Recommended Activities Contact decision maker. Identify customer use. Draw up proof of profitability.

Reach Agreement ©

Present Solution


35

The sales assistant provides sales personnel with a checklist of tasks and business activities to be performed for each stage of the opportunity. Sales employees can display suggested activities and tasks for each stage, and incorporate them into their personal activity plan for each sales project. Employees can also enhance the activity plan with personal activities at any time. The activity plan is closely linked to SAP CRM activity management, enabling you to branch directly from the activity plan to corresponding and follow-up activities. In the activity plan, you can assign individual processing activities to other employees within your organization. For each activity, the sales employee can call up hints and background information based on proven sales practices.

Opportunity Assessment Weighting factor

Points X

1. Are the requirements and expected and results known and understood? Yes No

2

2. Does the solution offered meet the requirements? Yes No

2

3 0

3. Is the priority high enough, from the customer's perspective? Yes No

2

3 0

1

3 0



Questionnaire

3 0

..... ..... 10. Is enough known about the competition? Yes No ©


36

Before valuable resources are used in a sales project, you need to ascertain whether the expected turnover and the chance of success can justify the required expenditure. The opportunity assessment is a predefined questionnaire in the context of the sales methodology. It supports sales employee when qualifying projects. The questionnaire is displayed in the opportunity in the Assessments assignment block (but only if the questionnaire to be used is assigned to the corresponding transaction type).You can define the following in Customizing: Questionnaire layout Questions and possible answers Weighting of questions Points score per answer The questionnaire must be assigned to the corresponding transaction type. On the basis of the weighted of questions and answers, the system determines the chance of success, which sales employees can then use to aid them in decision making. Along with the chance of success generated by the system, sales employees can enter and record their own estimation.

Creating an ERP Quotation from an Opportunity

SAP ERP



SAP CRM

AG (=QT) Quotation

Customizing

Update document flow

Transactions – Settings for opportunities Cross-system copy control for opportunities and SAP ERP quotation . Transactions – Settings for sales transactions Define profiles for ERP sales transactions

©


37

It is possible to create a quotation in SAP ERP directly from an opportunity as a follow-up transaction. This means you execute your presale activities in SAP CRM and edit follow-up transactions, such as quotation creation and sales order processing, directly in SAP ERP, using your usual interface and without leaving SAP CRM. This function especially supports sales employees who mainly work in SAP CRM and only rarely in SAP ERP.


You are now able to: Describe the Best Practice scenario Opportunity Management

©




Topic Summary

38

Pipeline Performance Management

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Pipeline Performance Management

©




Topic Objectives

39




The SAP Best Practice scenario Pipeline Performance Management (PPM) is an interactive analytic application designed to help sales managers plan quotas and manage pipeline activity to achieve targets.

©


40


Sales Director / Manager Sales Employee

Maintain opportunity churn rates

©

Plan sales quota

Create opportunities

Analyze sales pipeline

Analyze closing date

Identify and monitor opportunity changes



Business Process

Advance and update opportunities


41

Pipeline Performance Management (PPM) is an interactive analytic application designed to help sales managers plan quotas and manage pipeline activity to achieve targets. Presenting opportunity data in context with pipeline analytics allows easy identification of gaps and critical opportunities, allowing managers to resolve issues quickly. Sales managers can prioritize, reassign, or modify opportunities to drive immediate action and help sales employees focus on the right deals. Simulation capabilities allow managers to run what-if scenarios and visualize the outcome without affecting the underlying data.

Pipeline Performance Management (PPM) is an interactive application that supports




Sales managers Sales employees

in the analysis of their sales pipeline, by: 1.

Analyzing the sales pipeline

2.

Identifying gaps and critical opportunities

3.

Identifying and monitoring changes to opportunities in the pipeline

4.

Simulating what-if scenarios

5.

Immediately initiating suitable actions to clarify facts and reach sales targets

©


With this business scenario, you can map your entire sales organization and plan target sales quotas for all of the sales teams in the organizational hierarchy. You can monitor the rate at which opportunities churn in your organization. It is also possible to create and maintain opportunities. Finally, you can analyze the success of your sales organization to aid future sales planning and forecasting.

42

Manager’s Tasks



Progress Status Settings Opportunity Churn Rate Quota Planning

©


43

If you are a sales manager, and have the corresponding authorizations, you can use the Options page to do the following: Make settings to measure the progress of your sales team’s opportunities. The opportunities are then displayed in the opportunity list. Set the speed at which your sales representatives handle their respective opportunities, depending on who you want to monitor. Create default vales for churn rates in opportunities for all your sales teams. You can see the effects of these settings in the opportunity list, and from the target line, in the following areas: Target to Date Closing Date Sales Pipeline



Progress Status Settings

= Ok = New = Slow = Stalled

©


44

New: This setting indicates that the opportunity was created recently. Slow: This setting indicates that the opportunity is not progressing at a reasonable speed. This movement of the opportunity’s progress is measured in days. Stalled: This setting indicates that the opportunity is progressing at a slow rate over a specified number of days. This time period is longer than the number of days for the Slow setting. Ok: This setting indicates that the opportunity is progressing at an average rate. The speed status setting allows you to set the minimum length of time that an opportunity should stay in one specific sales stage. This enables you to determine whether some of your sales employees are skipping specific sales stages or rushing them through the sales pipeline. If the length of a sales stage period of an opportunity lies below this minimum length of time, it is automatically assigned the status Fast. The Fast status indicates whether the opportunity has progressed very quickly through the previous sales stage, or even skipped out the last sales stage.



Sales Cycle Duration and Churn Rates

©


45

Generally, a percentage of your total number of sales opportunities is lost from one sales stage to the next. When an opportunity fails to become a sale, it is considered to have "churned.” You need to take your churned opportunities (or your sales team's and individual sales employee’s) churned opportunities into consideration when planning sales quotas and total sales targets. The rate at which opportunities churn is measured in a percentage value of the total number of opportunities. You can manage opportunity churn rates by entering them as percentage values for each sales stage and each sales employee. Opportunity churn rates are independent of the chance-of-success factor in opportunities. Opportunity churn rates cannot be calculated automatically from previous sales histories. Due to the dynamic nature of sales organizations you cannot use historical data to calculate opportunity churn rates for each sales employee. Therefore, you need to base your opportunity churn rates on your strategic planning and knowledge of the business.

Pipeline Performance Analysis

Target to Date Closing Date Sales Pipeline Sales Pipeline Change

©


As a sales manager or a sales representative, you can enter detailed information about your opportunities, which you can then use to convert them successfully. For instance, you can specify: The expected business revenue How high the success probability is Which phase of the sales cycle (for example, quotation) the opportunity is currently in Target to Date Analysis The Target to Date page shows what you have achieved, up until and including today’s date, in the form of a bar chart and table. Sales Pipeline Analysis The Sales Pipeline page shows the expected volume for each analysis stage compared to the actual volume for each analysis stage. Closing Date Analysis The Closing Date page shows your expected sales volumes, compared to your own targets, on a month-by-month and sales-stage basis. Sales Pipeline Change You can display all the opportunities in your sales pipeline that have changed.



The following analysis views are available:

46

Target Line 666667 USD The target line is calculated by summarizing the planned quota per quarter for the default sales cycle duration, for example: (12 months = 4 quarters) * 500000 USD / 3 stages = 666667. If the settings are maintained, the growth factor and the churn rate factor per analysis stage are also considered. ©


47

The Sales Pipeline page shows the expected sales volume for each analysis stage compared with the actual sales volume. The sales pipeline is a form of analysis that displays potential sales revenue by giving you an overview of your current and future sales situation. You can use sales pipelines to track quantities of sales or compare expected and actual values. You can also use it as a basis for planning future sales processes. The Target line is calculated based on the: Average sales cycle duration – It is important to have a specific time frame for the sales pipeline. For example, if the opportunity sales cycle is very long, the sales representative has to have a larger number of potential deals in the sales pipeline. Growth factor – The growth factor also forms a basis for calculating the target line. If the opportunities sales cycle is very long, the opportunities will probably close in another calendar year, in which a higher target may be relevant. • Opportunity churn rate factor – Every sales representative has an individual opportunity churn rate factor for each sales stage, as not all opportunities transition from one stage to next. The opportunity churn rate factor takes this into account.



Sales Pipeline Analysis



Target-to-Date Analysis

Target Line

The target line is taken from the planned quota for the respective quarters (here, 500000 USD).

©


48

The Target to Date page shows the revenue that you have achieved up to and including today's date in the form of a bar chart and table. You also see a list of opportunities that make up the deals figures. You can manage your sales pipeline by changing information on these opportunities directly in the list and viewing the results immediately in the bar chart and table at the top of the page. Sales managers can monitor their sales team's targets. The Target to Date page is an important part of your pipeline performance management for tracking of: Won deals Expected deals Sales targets The remaining difference between won and expected deals and sales targets



Closing Date Analysis

Target Line

The target line is taken from the planned quota for the respective quarters (here, 500000 USD / 3 = 166667 USD).

©


The closing date is the estimated date on which you plan to have brought an opportunity to completion through a successful sale. The Closing Date page shows your expected sales volumes compared with your own targets on a month-by-month and sales-stage basis Sales managers can view their sales team's expected sales volume compared with their target.

49



Sales Pipeline Change Analysis

©


50

In Sales Pipeline Change, you can display all the opportunities in your sales pipeline that have changed. The opportunities are listed with the most relevant details, such as the prospect name, the sales stage in which the opportunity can be currently found, and the opportunity’s progress. You can monitor opportunities either with weighted or unweighted expected sales volumes. In addition, you can filter data and refine the results in many different ways.



Simulation Analysis

©


51

You have the option to make changes to your opportunities without saving them. In the opportunity list, you can make changes to the following information: Expected sales volume Sales Stage Closing Date Status You can also select or deselect the Weighted checkbox. Once you have made changes to the information on an individual opportunity or several opportunities, the bar chart displays the result. If you make changes to the information on individual opportunities and you decide to save these changes, you still have the chance to review these changes on the next page. A result list of changed opportunities allows you to see and adopt them. If you still want the changes, choose Save. Only then will your changes become permanent.

The briefing card is an overview for each opportunity. You can display it in the analysis views by clicking the arrow on the left of the opportunity row.

©




Briefing Card

52

The briefing card is an overview for each opportunity. You can display the briefing card in the opportunities list on the Sales Pipeline, Sales Pipeline Change, Target to Date, and Closing Date pages by clicking the arrow with the quick info text Open Briefing Card. The briefing card contains the following information categories: Activities Sales team Contacts Competitors Attachments Products Parties involved


You are now able to: Describe the Best Practice scenario Pipeline Performance Management

©




Topic Summary

53

Territory Management

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Territory Management

©




Topic Objectives

54

The SAP Best Practice scenario Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, and number of visits). You do so by using the territory hierarchy.

©


55





Sales Manager Sales Employee

Define territories

©

Define rules

Assign employees

Substitute positions in territories

Substitute territory owner in business transactions



Business Process

Create opportunity


Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, or number of visits).

56

Territory management reflects the market view of an organization. The organizational model reflects the internal view of your organization.

Which business partners belong to a particular territory?



Using Territory Management

Territory Management Which products can be offered in a particular territory?

Who has the highest revenue? Who is responsible for a particular territory?

©


57

The organizational model reflects the internal view of your organization. The territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease, and territories must be adjusted or reallocated to accommodate this to ensure that a sales representative has the appropriate workload. You can use Territory Management to: Improve customer service: Assigning customers to territories and the relevant sales person ensures that all your customers are taken care of in the best possible way. Assess and motivate employees: Employees can also be evaluated according to the goals they have reached in their territories. Optimize the organization: Using Territory Management, data can be distributed to mobile clients according to enterprise-specific criteria. In this way, a sales person’s access to data can be controlled. It is essential that you are able to quickly determine who is responsible for which area, for example, finding the correct sales representative during a customer telephone call.

You can define the structure of the hierarchy according to your sales market requirements. You use hierarchy levels to represent your business units, product lines, or regions. Food and Beverage Company Bottles Soft Drinks UK

Jane Miller

Soft Drinks USA

Cans

©

Rob William


58

Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, or number of visits). These territories are structured in a territory hierarchy. In Territory Management, a hierarchy of territories is used. It can comprise several levels, for example: Level 0: Country Level 1: Product Line Level 2: Region Level 3: Area



Definition and Structure of Territories

Defining Territories by Rules Each rule is a combination of attributes, operators and values:

Jane Miller



Food and Beverage Company

Geographic locations (region or location by postal code) Products or product lines Directly assigned business partners (for example, key accounts) A combination of the attributes Ability to define your own

Rob William

©


59

Advantages of rule-based territory definition: Provides a flexible way of defining territories Operators such as “or,” “and,” “is between,” “is not between”, “is not,” “is less than,” “is less than or equal to,” “is greater than,” “is greater than or equal to,” etc. Override an account’s rule-based association to a territory with a higher priority rule Ensures much faster performance by persisting the territory and account, product, and sales area relationship data The persisted relationship data facilitates territory-based authorizations on accounts and products while creating business documents.

Assigning Employees

Sales Office

Position

Sales US West Carson City

Sales Manager

Food and Beverage Company

Sales US East Denver



Org. Unit

San Diego

Sales Rep.

Employee

Jane Miller

Rob William

©


You assign an employee to a territory by using the employee’s position. This makes it easier to assign another employee to the territory if the first employee is away from the office or has left the company. When you change this information in the organizational model, the information is automatically considered in the territory in CRM. You can assign employees permanently or for a definite time period. You can carry out planning, analyze sales figures, and monitor performance of the territories and the sales people. You can change the territory hierarchy when territories must be redefined to accommodate the changing sales market

60



Display Relationships for a Territory

©


You can display all accounts for a rule that defines a territory by choosing the Display Relationships button.

61

Update Territory Relationships


©



After processing report CRM_TERRMAN_PROC_REL, the territories are stored with the accounts and are visible in the Territories assignment block of the account master data.

62

Since the entire process is time consuming, schedule a batch job for this activity: 1.In the SAP GUI Easy Access screen, use transaction se38. 2.In the ABAP Editor Initial screen enter program CRM_TERRMAN_PROC_REL. 3.Choose Program

Execute

Background.

When you set up the system for the first time, schedule to the program run in initial mode. You can run subsequent updates in delta mode as and when there are master data changes or new rules are created.

Within a partner determination procedure, you can decide to use the territory assigned to a partner function to determine a subsequent partner (for example, the territory of the Sales Prospect to find the Employee Responsible).

©




Territory Determination

63

When you create a business transaction, the system can automatically determine the territory for the business transaction. Based on the territory, the system can automatically determine, for example, the employee responsible in the business transaction. In Customizing for Customer Relationship Management (under Basic Functions Partner Processing Define Access Sequences), access sequence Y030 (BP Preceding Document Territory Management User) is based on the source (partner determination origin) CRM_PARTNER_M (Business Partner from Territory Management). This access sequence is used in the Partner Determination Procedure Y0000010 (BP Opportunity Territory Management) and could be assigned, for example, to transaction type Y002 (BP Opportunity). Depending of the status of your system, you may have to apply some notes to make this functionality work.



Simulate Territory Hierarchy Changes

©


64

Simulation mode enables you to analyze what-if scenarios by simulating changes to your territories on a KPI of your choice. All the analysis can be done without actually changing the underlying territory data. The simulated changes can then either be saved or discarded.



Substitute Territory Owner in Business Transactions

©


If an employee leaves the position, it is also possible to transfer the ownership of the documents associated with a territory to another employee assigned to the same or different territory using the mass ownership transfer of documents.

65


You are now able to: Describe the Best Practice scenario Territory Management

©




Topic Summary

66

Interaction Center Sales(with ERP Sales Order)

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Interaction Center Sales (with ERP Sales Order) Perform an inbound call process Perform an outbound call process based on a call list Create an ERP sales order out of the Interaction Center framework

©


67



Topic Objectives

The SAP Best Practices scenario Interaction Center Sales (with ERP Sales Order) illustrates a typical workflow associated with call center agents for sales handling inbound and outbound phone calls with customers who intend to order products. The scenario also shows how the agent processes a call list as a basis for outbound phone calls to selected customers to offer them certain products. During the conversation, the agent is guided by an interactive script. The entire scenario takes place in the Web-based environment for the Interaction Center.

©


68



Interaction Center Sales (with ERP Sales Order)

Interaction Center Sales (with ERP Sales Order) Business Process

Start IC Agent Sales

Customer contact (inbound phone call)

Identify customer

Check customer information

Create ERP sales order

Wrap up contact

Start

Outbound Call Processing

IC Agent Sales

Process call list

IC Manager

Customer contact (outbound phone call)

Prepare call list

©

Prepare call and check customer information

Offer product (using interactive script)

Create ERP sales order


The key points of this scenario are: Using the Interaction Center WebClient framework Processing inbound and outbound phone calls Using extensive business partner information Processing call lists Guiding agents with interactive scripting during the conversation Processing ERP sales orders

Wrap up contact

69




ERP Sales Order Creation in the IC WebClient

SAP ERP ERP Order 0965

©


SAP CRM



ERP sales order scenario: IC WebClient UI ERP Order 0965

70

In this scenario, SAP ERP sales orders will be created directly within the CRM Interaction Center WebClient. This means that the IC agent uses the CRM WebClient UI, but creates a sales order directly in SAP ERP, avoiding sales order replication from SAP CRM to SAP ERP.

Products from past orders and/or customer listings (assortments)



Telesales: ERP Sales Order

Marketing-based product proposals (campaigns and promotions, crossand up-selling, etc.)

©


71

SAP ERP sales orders are created directly and exclusively in the ERP system, and are not saved in SAP CRM. This kind of order entry is optimized for sales to business customers (B2B business) and is intended for customers who want to process order management entirely in SAP ERP. The SAP ERP sales orders are included in the agent inbox and can be accessed there.



Interaction Record

©


72

The interaction record within the Interaction Center framework is used to add further information (for example, notes and attachments) or create follow-up activities. In this scenario, we will use the interaction record to transfer the scratch pad content to the interaction record and add a note for the sales employee. All information belonging to this call will be bundled when saving the interaction record (visible in the Activity Clipboard block). If the customer calls again and reaches another agent, this agent also has comprehensive information about the customer’s interaction history.

Interaction Center WebClient Business Role Customizing BP_ICA_SLS Profile Type Role Configuration Key Details

Navigation Bar Profile Layout Profile Technical Profile PFCG Role ID

IC WebClient Business Role



Business Role

DEFAULT_IC IC_AGENT DEFAULT_IC DEFAULT_IC SAP_CRM_UIU_IC_AGENT General Profiles also for back office users

Assign Function Profiles

©

IC-Specific Profiles


73

Generally, a business role controls the SAP CRM WebClient UI features and functions. By using function profiles, single functions can be enabled and configured. While some function profiles are mandatory, for example, the account identification profile BP_IDENT, others are optional. For example, it is not necessary to configure a Call List function profile if the execution of call lists is not part of the current IC WebClient scenario. Many of the function profiles relate to the Interaction Center WebClient application. It is possible to adapt the UI by means of a role configuration key and UI configuration. Business roles are defined in Customizing: SAP Customizing Implementation Guide Customer Relationship Management Framework Business Roles Define Business Role

UI

Function profiles are defined in Customizing: SAP Customizing Implementation Guide Framework Technical Role Definition

Customer Relationship Management Define Function Profile

UI

1

Select the function you want to customize. Example: Account Identification

2

Copy the corresponding profile. Example: Account Identification Profile

3

Make the required changes. Example: Enable “Mixed Scenario”

4

©

Assign functional profile to Business Role.


The IC WebClient business role is a collection of functions customized in the detail profiles for the WebClient. First, you need to find out which of the profiles is controlling the function that you want to change. In this case, you want to change the behavior in account identification. Create the new profile by copying an existing profile that more or less matches your requirements. After creating the new profile, change the settings of the profile. As a last step, assign the new function profile to the IC WebClient business role.

74



IC WebClient Functions and Profiles: Overview

Assigning a Business Role to an Organizational Unit Contact Center Organization



Gold Customer Support Team Position Agent 1 Sarah Hodder Standard Service Support Team Position Agent 1 Peter Fellows Position Agent 1 Brigitte Lerp

1. Select required organizational unit or position. 2. Choose Goto Detail object Enhanced Object Description. 3. Create / Change / Display Infotype Business Role. ©


75

The final step in the configuration is the assignment of the WebClient business role to an organizational level: either an organizational unit or a position in the organizational model.

Interaction Center Sales (with ERP Sales Order)

You are now able to: Describe the Best Practice scenario Interaction Center Sales (with ERP Sales Order) Perform an inbound call process Perform an outbound call process based on a call list Create an ERP sales order out of the Interaction Center framework

©


76



Topic Summary

Sales

You are now able to: Discuss the Best Practice scenarios in the area of CRM Sales Describe the general concepts related to the Best Practice scenarios in the area of CRM Sales

©




Unit Summary

77

Exercises

Unit:

Sales

Lesson:

Account and Contact Management (Business Process Documentation C66)


Maintain and change accounts



Create contacts



Use account hierarchies, account fact sheets, and interactive reports

You want to create a new account for a prospect. In addition, you need to assign a contact person to this account. The functionalities of Account Hierarchies, Account Fact Sheets, and Interactive Reports will be used by the sales employee.

Task 1 Jennifer Stone, as the sales manager of your company, made a contact at a fair. She creates a task for sales employee Michael Curtis to create a new account for the prospect. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Manager. Branch to the Quick Create area in the navigation bar and create a task (with type BP Task). Enter the following data:

Field name

Value

Description

Create a new Account for CRMFun## Comp.

Due Date

today

Start Date

today

Importance

Very high

Notes

“This is a key prospect for us. Please contact him as soon as possible.”



Service -

Save the task and log off in the role of the sales manager.

Michael Curtis, as the sales employee, logs on to the system and looks at his tasks for today. Based on this, Michael creates a new account for the prospect. He also creates a contact person for the newly created account. 2-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Branch to your My Open Tasks area and check your To-Do’s for today.

2-2

2-3

Create a new account for the prospect and enter the following data:

Field name

Value

ID

No entry required because an internal number assignment will be used

Name 1

CRMFun## Company

Search Term

CRMFun##

Rating

A-customer

Street / House Number

Dietmar-Hopp Allee ##

Postal Code / City

69190 Walldorf

Country

DE

Region

Baden-Württemberg

Language

DE German

Notes

“Customer is interested in the product and wants the new product catalog.”

In the Roles assignment block, choose Edit List (or choose the value help if Edit List is inactive) and choose the entry Prospect. Finally save your new account. Note the ID of your prospect: ____________________________________________________________________



Task 2

Create a contact person for the newly created account.

Field name

Value

Title

Ms.

First Name

Funny

Last Name

##Companio

Function

Sales Assistant

Department

Sales

Main Contact

Checked

Assign this contact person to a partner function in the Partner Function Assignments assignment block. Enter the following data:

2-5

Field name

Value

Sales Org.


Distr. Channel

Direct Sales

Division

Product Division 10

Partner Function

Contact Person

Standard

Checked

Complete the task. Access the task Create a new Account for CRMFun## Company via your Home area and set the status to Completed.

Task 3 After a telephone call with the new prospect, Michael Curtis, as the sales employee, updates the data of the existing account with, for example, the desired communication channel and fax number. In addition, the status of the account has to be changed from Prospect to Account. 3-1

Branch to the new account and enter the following additional data based on the information from the telephone call:



2-4


Value

Communication Method

Fax

Fax / Extension

06227-74444

Role

Account

Maintain the sales area data for the new account. Enter the following data:

Field name

Value


Standard

Currency

EUR

Terms of Payment


Task 4 The sales manager wants to merge two accounts because the second one was created by accident. Select a master account and a slave account. During merging, select which attributes should be transferred from the slave account to the master. 4-1

Log on to the CRM WebClient as BP Sales manager. Create another account with the following data:

Field name

Value

ID


Name 1

CRMFun## Enterprise

Search Term

CRMFun##

Rating

A-customer


Hasso-Plattner Ring ##

Postal Code / City

69190 Walldorf

Country

DE

Region

Baden-Württemberg

Language

DE German


3-2

Field name

4-2

Merge the two accounts CRMFun## Company and CRMFun## Enterprise. Flag CRMFun## Company as the master account and select the address of the slave account when merging.

Task 5 The sales employee wants to assign the new account to an existing account hierarchy. 5-1

Log on to the CRM WebClient as BP Sales Employee. Assign your previously created account CRMFun## Company to account hierarchy YBP_ACC (node YBP_Store).

Task 6 The sales employee wants to visit CRMFun## Company next week. In preparation for the visit, he checks the account fact sheet. 6-1

Log on to the CRM WebClient as BP Sales Employee. Open the account for CRMFun## Company and branch to the account fact sheet.

Task 7 The sales employee wants to analyze the activities in a specific period for account CRMFun## Company. He uses interactive reporting. 7-1

Log on to the CRM WebClient as BP Sales Employee. Select the interactive report Active Accounts and enter a time period for selection.

Task 8: Customizing (optional): From a technical perspective, activities are divided into Business Activities and Tasks. Check which category the used transaction type BP Tasks belongs to and analyze various other settings within the customizing settings of this transaction type. 8-1

Check for the used transaction BP Task (transaction type Y030). To which category is this transaction type assigned? ____________________________________________________________________



Use the search term CRMFun## to search for the accounts.

Do not leave this screen.

Does the creation of a BP Task automatically lead to a calendar entry in the responsible employee’s calendar? ____________________________________________________________________

8-3

When creating a BP Task in the application, priority Medium is defaulted. Where does this default setting come from? ____________________________________________________________________



8-2

Solutions

Unit:

Sales

Lesson:

Account and Contact Management (Business Process Documentation C66)

Task 1 Jennifer Stone, as the sales manager of your company, made a contact at a fair. She creates a task for sales employee Michael Curtis to create a new account for the prospect. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Manager. Branch to the Quick Create area in the navigation bar and create a task (with type BP Task). Enter the following data:

Field name

Value

Description

Create a new Account for CRMFun## Comp.

Due Date

today

Start Date

today

Importance

Very high

Notes

“This is a key prospect for us. Please contact him as soon as possible.”

Save the task and log off in the role of the sales manager. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Navigation Bar: Create  Task (BP Task, if not automatically selected)

Hint: If a Territory Selection Webpage dialog comes up, select the first entry.

Enter the data above.



Service -

Choose Save and Back. Log off in the role of the sales manager.

Michael Curtis, as the sales employee, logs on to the system and looks at his tasks for today. Based on this, Michael creates a new account for the prospect. He also creates a contact person for the newly created account. 2-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Branch to your My Open Tasks area and check your To-Do’s for today. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Navigation Bar: Home  Branch to the My Open Task area

In the My Open Tasks area, select the task Create a new Account for CRMFun## Comp. and analyze the details of this task.

2-2

Create a new account for the prospect and enter the following data:

Field name

Value

ID


Name 1

CRMFun## Company

Search Term

CRMFun##

Rating

A-customer


Dietmar-Hopp Allee ##

Postal Code / City

69190 Walldorf

Country

DE

Region

Baden-Württemberg

Language

DE German

Notes

“Customer is interested in the product and wants the new product catalog.”



Task 2

a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu



Choose Enter to confirm the data.

2-3

In the Roles assignment block, choose Edit List (or choose the value help if Edit List is inactive) and choose the entry Prospect. Finally save your new account. a) Branch to the Roles assignment block. Select Edit List (or choose the value help if Edit List is inactive) and choose the entry Prospect in the Role field. Save the account and note the number that is automatically assigned (visible in the ID field).

2-4

Create a contact person for the newly created account.

Field name

Value

Title

Ms.

First Name

Funny

Last Name

##Companio

Function

Sales Assistant

Department

Sales

Main Contact

Checked

Assign this contact person to a partner function in the Partner Function Assignments assignment block. Enter the following data:

Field name

Value

Sales Org.


Distr. Channel

Direct Sales

Division

Product Division 10

Partner Function

Contact Person


Enter the data above.

Standard

Checked




Enter the name or the Account ID of the account you just created and choose Search. Select the account ID in the Result List view. Open the Contacts assignment block, choose New, and maintain the data above. Choose Enter to confirm the data. In the Partner Function Assignments assignment block, choose Insert and enter the data. Choose Back. Choose Save.

2-5

Complete the task. Access the task Create a new Account for CRMFun## Company via your Home area and set the status to Completed. a) Branch to the Home area and select the task Create a new Account for ##CRMFun Comp. Choose More  Set to Completed. Choose Save and Back.

Task 3 After a telephone call with the new prospect, Michael Curtis, as the sales employee, updates the data of the existing account with, for example, the desired communication channel and fax number. In addition, the status of the account has to be changed from Prospect to Account. 3-1

Branch to the new account and enter the following additional data based on the information from the telephone call:



Value

Communication Method

Fax

Fax / Extension

06227-74444

Role

Account

a) Access the transaction by choosing the following path: SAP CRM WebClient menu


Enter the name or the Account ID of the account you just created and choose Search. Select the Account ID in the Result List view. Within the Account Details assignment block, select Edit and enter the data above. Within the Roles assignment block, select Edit List and enter the role Account.

3-2

Maintain the sales area data for the new account. Enter the following data:

Field name

Value


Standard

Currency

EUR

Terms of Payment


a) Open the Sales Area Data assignment block , select Edit for the Sales Area BP Sales Organization, Direct Sales, Product Division 10, and enter the data.

Choose Back. Choose Save. Log off in the role of the sales employee.



Field name

Task 4

4-1

Log on to the CRM WebClient as BP Sales Manager. Create another account with the following data:

Field name

Value

ID


Name 1

CRMFun## Enterprise

Search Term

CRMFun##

Rating

A-customer


Hasso-Plattner Ring ##

Postal Code / City

69190 Walldorf

Country

DE

Region

Baden-Württemberg

Language

DE German



Enter the data. Save your data.

4-2

Merge the two accounts CRMFun## Company and CRMFun## Enterprise. Flag CRMFun## Company as the master account and select the address of the slave account when merging. a) Access the activity by choosing the following path in the CRM WebClient UI:



The sales manager wants to merge two accounts because the second one was created by accident. Select a master account and a slave account. During merging, select which attributes should be transferred from the slave account to the master.



In the Search area, choose Accounts.

In the Create Cleansing Case dialog box, check the Master flag for the account CRMFun## Company. Choose Merge Now. In the Schedule Merge area, enter a Start Date and Start Time. In the Compare Accounts area, select the data you want to keep in the master (in this case, the address of the slave account, which is Hasso-Plattner Ring ##). Choose Confirm. Choose Save. Choose Start.

Task 5 The sales employee wants to assign the new account to an existing account hierarchy. 5-1

Log on to the CRM WebClient as BP Sales Employee. Assign your previously created account CRMFun## Company to account hierarchy YBP_ACC (node YBP_Store). a) Access the activity by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Account Management  Search: Account Hierarchies

Insert the value * in the Hierarchy ID field of the Search Criteria section to open the existing hierarchy. Choose customer hierarchy YBP_ACC from the result list. Expand the hierarchy, highlight YPB_STORE in the structure, and select Edit list in the Assigned Accounts assignment block.



Use the search term CRMFun## to search for the two accounts. Select the accounts in the result list and choose Merge Accounts.

Enter the account ID of CRMFun## Company. Save your entries.

The sales employee wants to visit CRMFun## Company next week. In preparation for the visit, he checks the account fact sheet. 6-1

Log on to the CRM WebClient as BP Sales Employee. Open the account for CRMFun## Company and branch to the account fact sheet. a) Access the activity by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu


Use the search criteria to access the account CRMFun## Company. Choose the link of the account. At the top, choose More  Fact Sheet or More  PDF Fact Sheet.

Task 7 The sales employee wants to analyze the activities in a specific period for account CRMFun## Company. He uses interactive reporting. 7-1

Log on to the CRM WebClient as BP Sales Employee. Select the interactive report Active Accounts and enter a time period for selection. a) Access the activity by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Reports: Select Active Accounts

Enter a date in Valid from and Valid to and choose Go. In the Display area, you can decide if the results should be displayed as a table and/or a chart.



Task 6

Task 8: Customizing (optional): From a technical perspective, activities are divided into Business Activities and Tasks. Check which category the used transaction type BP Tasks belongs to and analyze various other settings within the customizing settings of this transaction type. Check for the used transaction BP Task (transaction type Y030). To which category is this transaction type assigned? a) Access the activity by choosing the following path: SAP CRM Customizing

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Choose Position… and search for transaction type Y030 (BP Task). Select the entry for Y030 and choose Details. In the General block, you can identify that the transaction type Y030 is assigned to the leading transaction category Task. Do not leave this screen.

8-2

Does the creation of a BP Task automatically lead to a calendar entry in the responsible employee’s calendar? a) Double-click on Assignment of Business Transaction Categories in the dialog structure on the left-hand side of the Change View “Definition of transaction types”: Details screen. Select transaction category Task and double-click on Customizing header in the dialog structure. In the General block, the Calendar flag has not been set; therefore, the creation of a BP Task does not lead to a calendar entry.



8-1

8-3

When creating a BP Task in the application, priority Medium is defaulted. Where does this default setting come from?



a) On the Customizing header level within the transaction type, the Default Data block controls various default settings, such as Priority, Goal, Direction, and Subject Profile.

Exercises

Unit:

Sales

Lesson:

Activity Management (Business Process Documentation C62)


Use activities and tasks to support the sales process

You want to record an incoming call and plan a follow-up visit. The results are documented in an activity journal and can be used as the starting point for the creation of an opportunity.

Task 1 The sales employee wants to record a customer call. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Branch to the Activities area in the navigation bar and create an interaction log of type BP Interaction Log. Enter the following data and save the interaction log.

Field name

Value

Description

Call according to Campaign ##

Account

100000

Category

Telephone call

Direction

Inbound

Importance

High

Active Status

Completed



Service -

Enter a short note to provide all necessary internal information using the Notes assignment block. Save the interaction log.

Text Type

Text

Note

Customer is interested in products. A customer visit will be scheduled.

Task 2 Sales employee Michael Curtis wants to schedule a follow-up visit for the saved activity. 2-1

Branch to your activity, choose More  Follow Up, and create an appointment of type BP Visit with Prod. using the following data.

Field name

Value

Description

Visit Report ##

Location

Walldorf

Start Date/Time

Today + 1 week / 10:00

End Date/Time


Task 3 Sales employee Michael Curtis has visited the prospect and wants to record the results of the visit. The prospect is highly interested in Product H11 and the volume might reach up to 1000 pieces. 3-1

3-2

Branch to the Calendar area in the navigation bar and open your visit. Open the Activity Journals assignment block and edit the BP Activity Journal Template.

Field name

Value

Product ID

H11

Prod. Priority

High

Volume

1000

Volume Unit

PC

Set the status in the Appointment Details assignment block to Completed and save the visit.



1-2

Value

Active Status

Completed

Task 4 (optional) Sales employee Michael Curtis decides to create an opportunity based on the results of his visit. 4-1

Branch to your visit activity, choose More  Follow Up, and create an opportunity of type BP Opportunity. Choose Product H11 from the prompted list and complete the opportunity with the following data:

Field name

Value

Closing Date

Today + 1 month

Quantity

1000

Task 5: Customizing spotlight (optional) You want to check the item category determination for the activity type (document type) Y020 – BP Visit with Product as one precondition for activity journals. 5-1

In the SAP GUI, open the SAP Reference IMG and branch to the item category determination for document type Y020. Which item categories are assigned to transaction type Y020? Item usage BLANK Bus.Act: Mat. Return Bus.Act: Mat. Request

Value



Field name

Solutions

Unit:

Sales

Lesson:

Activity Management (Business Process Documentation C62)

Task 1 The sales employee Michael Curtis wants to record a customer call. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Branch to the Activities area in the navigation bar and create an interaction log of type BP Interaction Log. Enter the following data and save the interaction log.

Field name

Value

Description

Call according to Campaign ##

Account

100000

Category

Telephone call

Direction

Inbound

Importance

High

Active Status

Completed

1-1-1

Access the transaction by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Activities  Create  menu Interaction Log (BP Interaction Log)

1-1-2

1-2

Enter the data in the Interaction Log Details assignment block.

Enter a short note to provide all necessary internal information using the Notes assignment block. Save the interaction log.



Service -

Text Type

Text

Note

Customer is interested in products. A customer visit will be scheduled. Enter the text listed above. Choose Save.

Task 2 Sales employee Michael Curtis wants to schedule a follow-up visit for the saved activity. 2-1

Branch to your activity, choose More  Follow Up, and create an appointment of type BP Visit with Prod. using the following data.

Field name

Value

Description

Visit Report ##

Location

Walldorf

Start Date/Time


End Date/Time


2-1-1

If necessary, access your activity by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Recent Items  Choose the last menu entry Alternatively, choose: SAP CRM WebClient Navigation Bar: Activities  Search  Activities menu “Description” contains ##

2-1-2

In the work area toolbar, choose More Follow Up and create an appointment of type BP Visit with Prod.

2-1-3

Enter the data above in the Appointment Details assignment block. Choose Save and back.



1-2-1

Task 3 Sales employee Michael Curtis has visited the prospect and wants to record the results of the visit. The prospect is highly interested in Product H11 and the volume might reach up to 1000 pieces. Branch to the Calendar area in the navigation bar and open your visit. Open the Activity Journals assignment block and edit the BP Activity Journal Template.

Field name

Value

Product ID

H11

Prod. Priority

High

Volume

1000

Volume Unit

PC

3-1-1

Access your calendar choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Calendars  Week  Choose menu the next Week Alternatively, choose: SAP CRM WebClient Navigation Bar: Activities  Search  Activities menu “Description” contains ##

3-1-2

Open the Activity Journals assignment block and edit the BP Activity Journal Template.

3-1-3

Enter the data in the activity journal. Choose Back.

3-2

Set the status in the Appointment Details assignment block to Completed and save the visit.



3-1

Field name

Value

Active Status

Completed

Enter the data in the Appointment Details assignment block. Choose Save and back.

Task 4 (optional) Sales employee Michael Curtis decides to create an opportunity based on the results of his visit. 4-1

Branch to your visit activity, choose More  Follow Up, and create an opportunity of type BP Opportunity. Choose Product H11 from the prompted list and complete the opportunity with the following data:

Field name

Value

Closing Date

Today + 1 month

Quantity

1000

4-1-1

If necessary, access your activity choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Recent Items  Choose the last menu entry Alternatively, choose: SAP CRM WebClient Navigation Bar: Activities  Search  Activities menu “Description” contains ## and “Category” is BP Visit

4-1-2

In the work area toolbar, choose More Follow Up and create an opportunity of type BP Opportunity.

4-1-3

In the follow-up Select items screen, choose product H11.

4-1-4

Enter the closing date in the Opportunity Details assignment block and enter the quantity in the Items assignment block.



3-2-1

Choose Save.

Task 5: Customizing spotlight (optional)

5-1

In the SAP GUI, open the SAP Reference IMG and branch to the item category determination for document type Y020. Which item categories are assigned to transaction type Y020? Item usage

Value

BLANK Bus.Act: Mat. Return Bus.Act: Mat. Request 5-1-1

Access the item category determination by choosing the following path in the SAP GUI: SAP GUI menu

SAP menu → Architecture and Technology → Configuration → Customizing Pushbutton SAP Reference IMG SAP Reference IMG: Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

5-1-2

Move to the determination entries for transaction type Y020. Item usage

Value

BLANK

ACT – Activity item

Bus.Act: Mat. Return

ACT1 - Bus.Activity: Return

Bus.Act: Mat. Request

ACT2 - Bus.Activity: Request



You want to check the item category determination for the activity type (document type) Y020 – BP Visit with Product as one precondition for activity journals.

Exercises

Unit:

Sales

Lesson:

Opportunity Management (Business Process Documentation C63)


Create and maintain opportunities



Create follow-up quotations and sales orders



Use interactive reports for opportunities

You want to create an opportunity to collect the information for a sales project. You want to maintain an opportunity during the different sales stages.

Task 1 The sales employee wants to create an opportunity for a new sales project that he has identified. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Branch to the Sales Cycle area in the navigation bar and create an opportunity of type BP Opportunity. Enter the following data and save the opportunity.

Field name

Value

Description

## / Opportunity for Product H11

Prospect

100000

Closing Date

Today + 1 month

Sales Stage

Identify Opportunity

Origin

Select an origin

Priority

High



Service -

1-2 Use the Sales Assistant to suggest and trigger certain actions that should be considered during the actual sales stage. Task 2

2-1

2-2

Branch to your opportunity and enter the following data. Field name

Value

Sales Stage

Qualification

Expected Sales Vol.

17000 (EUR)

Product ID

H11

Quantity

1000 (PC)

Sales Manager

10000 (Ms. Jennifer Stone)

Branch to the Assessments assignment block, answer some questions in the BP_OPPORTUNITY_EN questionnaire, and save the entries. The calculated chance of success will be copied into the Opportunity Details assignment block.

Task 3 The prospect has asked for a quotation and the sales employee wants to create a quotation with reference to the opportunity that he has previously identified and created. 3-1

3-2

Branch to your opportunity and create a follow-up document of type ERP Quotation by using the Create Follow-Up button in the work area toolbar:

Field name

Value

Valid To

Today + 1 month

Save the quotation and write down the document number (ID).



The sales employee wants to qualify an opportunity that he has previously identified and created.

Task 4 The customer accepts the quotation. You want to create a sales order with reference to the previously created quotation.


4-2

Branch to your quotation and create a follow-up document of type Standard Order by using the Create Follow-Up button in the work area toolbar.

Field name

Value

External Reference

PO-Number: ##

Save the sales order and write down the document number (ID).

Task 5 Close the opportunity and record the reason for success. 5-1


Value

Sales Stage

Close

Status

Won

Task 6 (optional) The sales employee wants to analyze the closed opportunities in a specific period using interactive reporting. 6-1

Log on to the CRM WebClient as a sales employee. Select the interactive report Closed Opportunities and enter a time period for selection.

Task 7: Customizing spotlight (optional) Find the name of the action profile that controls the sales assistant in opportunity type BP Opportunity (transaction type Y002).


4-1

7-1

In the SAP GUI, open the SAP Reference IMG and branch to the definition of the transaction types. Which action profile is assigned to transaction type Y002? Transaction Type



Y002

Action Profile

Solutions

Unit:

Sales

Lesson:

Opportunity Management (Business Process Documentation C63)

Task 1 The sales employee wants to create an opportunity for a new sales project that he has identified. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Branch to the Sales Cycle area in the navigation bar and create an opportunity of type BP Opportunity. Enter the following data and save the opportunity.

Field name

Value

Description

## / Opportunity for Product H11

Prospect

100000

Closing Date

Today + 1 month

Sales Stage

Identify Opportunity

Origin

Select an origin

Priority

High

1-1-1

Access the transaction by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Sales Cycle  Create  menu Opportunity (BP Opportunity)

1-1-2

1-2

Enter the data in the Opportunity Details assignment block.

Use the Sales Assistant to suggest and trigger certain actions that should be considered during the actual sales stage.



Service -

In the work area toolbar, choose More  Sales Assistant and select and activate the actions that are proposed. (You will find them later in the Planned Activities and Completed Activities assignment blocks.)

1-2-3

Choose Save.

Task 2 The sales employee wants to qualify an opportunity that he has previously identified and created. 2-1


Value

Sales Stage

Qualification

Expected Sales Vol.

17000 (EUR)

Product ID

H11

Quantity

1000 (PC)

Sales Manager

10000 (Ms. Jennifer Stone)

2-1-1

If necessary access your opportunity by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Recent Items  Choose the last menu entry Alternatively, choose: SAP CRM WebClient Navigation Bar: Sales Cycle  Search  menu Opportunities  “Description” contains ##

2-1-2

Enter the data in the Opportunity Details, Items and Sales Team assignment blocks. Choose Save.



1-2-1

Branch to the Assessments assignment block, answer some questions in the BP_OPPORTUNITY_EN questionnaire, and save the entries. The calculated chance of success will be copied into the Opportunity Details assignment block. 2-2-1

Open the Assessments assignment block and select opportunity questionnaire BP_OPPORTUNITY_EN. Answer some of the displayed questions. Choose the Save button. Now the achieved points and the percentage are calculated. Choose Back. The calculated chance of success was copied into the Opportunity Details assignment block. Save the opportunity.

Task 3 The prospect has asked for a quotation and the sales employee wants to create a quotation with reference to the opportunity that he has previously identified and created. 3-1

Branch to your opportunity and create a follow-up document of type ERP Quotation by using the Create Follow-Up button in the work area toolbar:

Field name

Value

Valid To

Today + 1 month

3-1-1

If necessary, access your opportunity by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Recent Items  Choose the last menu entry Alternatively, choose: SAP CRM WebClient Navigation Bar: Sales Cycle  Search  menu Opportunities  “Description” contains ##



2-2

3-1-2

In the work area toolbar, choose Create Follow-Up and, in the value help, select category ERP quotation with transaction type description Quotation. In the follow-up Select items screen, select product H11 and choose the Choose button.

3-2

Enter the valid-to date in the ERP Quotation Details assignment block.

Save the quotation and write down the document number (ID). 3-2-1

Choose Save.

Task 4 The customer accepts the quotation. You want to create a sales order with reference to the previously created quotation.

4-1

Branch to your quotation and create a follow-up document of type Standard Order by using the Create Follow-Up button in the work area toolbar.

Field name

Value

External Reference

PO-Number: ##

4-1-1

If necessary, access your quotation by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Recent Items  Choose the last menu entry Alternatively, choose: SAP CRM WebClient Navigation Bar: Sales Cycle  Search  ERP menu Quotations  “Quotation ID” is “the number you wrote down before”

4-1-2

In the work area toolbar, choose Create Follow-Up and, in the value help, select category ERP Sales Order with transaction type description Standard Order.



3-1-3

In the follow-up Select items screen, select product H11 and choose the Choose button. 4-1-3

4-2

Save the sales order and write down the document number (ID). 4-2-1

Choose Save.

Task 5 Close the opportunity and record the reason for success. 5-1


Value

Sales Stage

Close

Status

Won

5-1-1

If you are still in your sales order, besides “Recent Items” and “Search” another nice possibility would be: Open the Transaction History assignment block. Choose the link to the preceding quotation. Open the Transaction History assignment block again. Choose the link to the preceding opportunity.

5-1-2

Enter the data in the Opportunity Details assignment block. Save the opportunity.

Task 6 (optional) The sales employee wants to analyze the closed opportunities in a specific period using interactive reporting. 6-1

Log on to the CRM WebClient as a sales employee. Select the interactive report Closed Opportunities and enter a time period for selection.



Enter the external reference in the EPR Sales Order Details assignment block.

6-1-1

Access the transaction by choosing the following path in the CRM WebClientUI:

6-1-2

Enter a time period for the closing date (for example, beginning of the year until today) and start the report.

Task 7: Customizing spotlight (optional) Find the name of the action profile that controls the sales assistant in opportunity type BP Opportunity (transaction type Y002). 7-1

In the SAP GUI, open the SAP Reference IMG and branch to the definition of the transaction types. Which action profile is assigned to transaction type Y002? Transaction Type

Action Profile

Y002 7-1-1

Access the definition of transaction types by choosing the following path in the SAP GUI: SAP GUI menu

SAP menu → Architecture and Technology → Configuration → Customizing SAP Reference IMG button SAP Reference IMG: Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

7-1-2

Position to transaction type Y002. Transaction Type

Action Profile

Y002

Y1_OPPORTUNITY_SALES_ASSISTANT



SAP CRM WebClient Navigation Bar: Sales Cycle  Reports  Closed menu Opportunities

Exercises

Unit:

Sales

Lesson:

Pipeline Performance Management (Business Process Documentation C67)


Describe the functionality of Pipeline Performance Management

You can use this business scenario to manage your sales performance in the sales pipeline.

Task 1 Sales manager Jennifer Stone wants to check and maintain the general settings for Pipeline Performance Management according to her business needs. 1-1

Log on to the CRM WebClient UI with the user sales_man and password welcome. Do not cancel other logons! Remove the corresponding flag! Branch to the Pipeline Performance area in the navigation bar and use the quick links to display the Progress Status Settings. What are the current settings for the different levels of progress? Level of Progress New

(blue)

Slow

(yellow)

Stalled (red)

Number of days



Service -

1-2

How many months is the current duration of the default sales cycle? Field Name

Number of months

Task 2 Sales manager Jennifer Stone wants to check and maintain the sales quotas. 2-1

Branch to the Pipeline Performance area in the navigation bar and use the quick links to display the Quota Planning. Select the current year and check the quota for Michael Curtis for the different quarters of the current year.

Quarter

Value

Q1 Q2 Q3 Q4

Task 3 After checking and maintaining the general settings, sales manager Jennifer Stone wants to use the Pipeline Performance Analysis to monitor the target-to-date situation. 3-1

Branch to the Pipeline Performance area in the navigation bar and call the Target to Date analysis. Select the won opportunities in one of the current quarters.

3-2

Use the Briefing Card functionality to check the items within the opportunity.

3-3

Use the Simulation functionality to see what would happen in the chart if you, for example, increase the expected sales volume twice in one of the displayed opportunities. Save the changes.



Default Sales Cycle Duration (Months)

Task 4 Sales manager Jennifer Stone wants to find out which of her team’s opportunities have been changed in the last 30 days. Branch to the Pipeline Performance area in the navigation bar and call the Sales Pipeline Change analysis. For internal use by CSC only


4-1

Solutions

Unit:

Sales

Lesson:

Pipeline Performance Management (Business Process Documentation C67)

Task 1 Sales manager Jennifer Stone wants to check and maintain the general settings for Pipeline Performance Management according to her business needs. 1-1

Log on to the CRM WebClient UI with the user sales_man and password welcome. Do not cancel other logons! Remove the corresponding flag! Branch to the Pipeline Performance area in the navigation bar and use the quick links to display the Progress Status Settings. What are the current settings for the different levels of progress? Level of Progress New

(blue)

Slow

(yellow)

Number of days

Stalled (red) 1-1-1

Access the transaction by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Pipeline Performance  Quick menu Links  Progress Status Settings

1-1-2

If nobody has changed them, you will find the following settings: Level of Progress

Number of days

New

(blue)

7

Slow

(yellow)

50



Service -

Stalled (red)

1-2

How many months is the current duration of the default sales cycle? Field Name

Number of months

Default Sales Cycle Duration (Months) 1-2-1

If nobody has changed it, you will find the following setting: Field Name

Number of months

Default Sales Cycle Duration (Months)

12

Task 2 Sales manager Jennifer Stone wants to check and maintain the sales quotas. 2-1

Branch to the Pipeline Performance area in the navigation bar and use the quick links to display the Quota Planning. Select the current year and check the quota for Michael Curtis for the different quarters of the current year.

Quarter

Value

Q1 Q2 Q3 Q4 2-1-1

Access the transaction by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Pipeline Performance  Quick menu Links  Quota Planning



90

If nobody has changed them, you will find the following settings: Quarter

Value

Q1

120.000 EUR

Q2

150.000 EUR

Q3

160.000 EUR

Q4

90.000 EUR

Task 3 After checking and maintaining the general settings, sales manager Jennifer Stone wants to use the Pipeline Performance Analysis to monitor the target-to-date situation. 3-1

Branch to the Pipeline Performance area in the navigation bar and call the Target to Date analysis. Select the won opportunities in one of the current quarters. 3-1-1

Access the transaction by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Pipeline Performance  menu Pipeline Performance Management  Target to Date

3-1-2

Choose one of the green columns. The table under the chart now shows only the respective opportunities.

3-2

Use the Briefing Card functionality to check the items within the opportunity. 3-2-1

Choose the Briefing Card button (black triangle) on one of the displayed opportunities. The briefing card will be opened. Now choose Items.

3-2-2

Close the briefing card.



2-1-2

3-3

Use the Simulation functionality to see what would happen in the chart if you, for example, increase the expected sales volume twice in one of the displayed opportunities. Save the changes. 3-3-1

In the work area toolbar, choose Simulate.

3-3-2

Double-click, for example, the amount in one of the Expected Value fields. As a consequence, the green bar in the chart increases right away. In the work area toolbar, choose Save Changes. In the confirmation dialog, select the changed opportunity. Choose Save.

Task 4 Sales manager Jennifer Stone wants to find out which of her team’s opportunities have been changed in the last 30 days. 4-1

Branch to the Pipeline Performance area in the navigation bar and call the Sales Pipeline Change analysis.

4-1-1

Access the transaction by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Pipeline Performance  menu Pipeline Performance Management  Sales Pipeline Change

4-1-2

In the list of opportunities, you will find also your previous change to the opportunity. The Expected Value field is marked by an arrow pointing up. If you put the cursor exactly on this arrow you can see the previous value and the user who changed the value (for example, SALES_MAN).



Select the won opportunities again.

Exercises

Unit:

Sales

Lesson:

Territory Management (Business Process Documentation C79)


Describe the functionality of Territory Management

The SAP Best Practice scenario Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice.

Task 1 Sales manager Jennifer Stone wants to check an existing territory hierarchy. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Manager. Branch to the Sales Operations area in the navigation bar and search for the territory hierarchy BP Company. Who are the currently assigned employees for the German sub-regions? Territory DETerr01 DETerr02 DETerr03 DETerr04 DETerr05 DETerr06

Employee



Service -


Display the active rule for territory DETerr01.

1-3

Display the relationships for territory DETerr01. Verify that account ID 100000 is within the displayed accounts.

1-4

Display the account master data of account ID 100000. Territory DETerr01 should by displayed in the Territories assignment block.

Task 2: Customizing spotlight (optional) You are interested in how the current territory hierarchy levels are defined in the customizing of the CRM system. 2-1

In the SAP GUI, open the SAP Reference IMG and branch to the definition of the territory hierarchy levels. Which territory hierarchy levels are defined? Level

Description


1-2

Solutions

Unit:

Sales

Lesson:

Territory Management (Business Process Documentation C79)

Task 1 Sales manager Jennifer Stone wants to check an existing territory hierarchy. 1-1

Log on to the CRM WebClient UI in the role of a BP Sales Employee. Branch to the Sales Operations area in the navigation bar and search for the territory hierarchy BP Company. Who are the currently assigned employees for the German sub-regions? Territory

Employee

DETerr01 DETerr02 DETerr03 DETerr04 DETerr05 DETerr06 1-1-1

Access the transaction by choosing the following path in the CRM WebClientUI: SAP CRM WebClient Navigation Bar: Sales Operations  Search  menu Territories

1-1-2

Check the proposed Valid On date (should be today). Choose Search. In the result list, select the territory BP Company.



Service -

1-1-3

Expand the territory hierarchy for product line Measuring Systems, region EMEA, and country Germany.

1-2

Territory

Employee

DETerr01

Ivan De Broyer

DETerr02

Jennifer Stone

DETerr03

S. De Smet

DETerr04

Judie Coltman

DETerr05

Angela Lucata

DETerr06

Jennifer Stone

Display the active rule for territory DETerr01. 1-2-1

In the Rules assignment block, choose the Briefing Card button (black triangle) in front of the active rule. Choose Display (the button under Actions). After checking the rule, choose Cancel.

1-3

Display the relationships for territory DETerr01. Verify that account ID 100000 is within the displayed accounts. 1-3-1

In the Rules assignment block, choose the Display Relationships button. Account ID 100000 is within the displayed accounts.

1-4

Display the account master data of account ID 100000. Territory DETerr01 should by displayed in the Territories assignment block. 1-4-1

Access the account master data of account 100000 by clicking the link within the displayed list. Open the Territories assignment block.



You will find the following entries:

Task 2: Customizing spotlight (optional) You are interested in the way the current territory hierarchy levels are defined in the customizing of the CRM system. 2-1

In the SAP GUI, open the SAP Reference IMG and branch to the definition of the territory hierarchy levels.

Level

2-1-1

Description

Access the definition of transaction types by choosing the following path in the SAP GUI: SAPGUI menu

SAP menu → Architecture and Technology → Configuration → Customizing SAP Reference IMG button SAP Reference IMG: Customer Relationship Management → Master Data → Territory Management → Define Territory Hierarchy Levels

2-1-2

2-1-3

You will find the following entries: Level

Description

0

Company

1

Product Line

2

Region

3

Country

4

Subregion

Additionally, you can choose Details for the different levels and find details such as Offset and Length of the partial key.



Which territory hierarchy levels are defined?

Exercises

Unit:

Sales

Lesson:

Interaction Center Sales with ERP Sales Order (Business Process Documentation C82)


Handle an inbound call



Create an ERP sales order



Create and assign a call list



Process an outbound call based on a call list

As an Interaction Center agent, you receive an incoming call from a customer who wants to place an order. You are also involved in processing outbound calls based on call lists.

Task 1: Inbound Call Processing Judie Coltman, as the Interaction Center sales agent of your company, accepts a customer contact coming in via phone call. After confirming the customer, she reviews the account fact sheet and interaction history. Judie selects the products the customer wishes to buy and places them into an ERP sales order. When Judie closes the sales order, the details are transferred into the interaction history and the agent inbox. 1-1

Log on to the CRM WebClient UI in the role of BP IC Agent Sales. From the navigation bar, select the Account Identification area. In the Account ID field, enter 100000 for the calling customer and choose Enter. If there is more than one contact person related to the calling company, select the first contact person from the list. Choose Confirm to confirm the customer and the contact person.



Service -

1-2

From the navigation bar, choose Account Fact Sheet. You get information about, for example, IBase components, calls, and various documents.

Create an ERP sales order for customer 100000. From the navigation bar, choose Sales Order ERP. Enter the following data and save the order. Take a note of the sales order ID shown in the information message.

1-4

Field name

Value

Product ID

H21

Qty

2

External Reference

IC-Order ##

Add further information to the interaction record, for example, a note. From the navigation bar, choose Interaction Record. In the Notes workspace, make a note that the customer is also interested in our special summer offerings. In the Description field, enter Inbound Call ## and save the interaction record.

1-5

Check the newly created ERP sales order in your agent inbox. From the navigation bar, choose Inbox. Trigger the search by using the search criteria Category with the value ERP Sales Order.

1-6

End the interaction with customer 10000.

Task 2: Outbound Call Processing Angela Lucata, the IC Manager, creates a call list based on the maintained call times of customer 100000. This call list will be used by an IC agent to process the outbound calls. The agent will be guided by a predefined interactive script.



1-3

2-1

As the IC Manager, branch to the SAP CRM menu (SAP GUI) and create a call list for customer 100000 using the following path: Interaction Center  Supporting Processes  Outbound Calling  Generate Business Transactions and Call Lists

Hint: Creating call lists is an administrative back-office task. Access this transaction in the SAP GUI menu, not in the CRM WebClient UI. Enter the following data and choose Execute.

2-2

Field name

Value

Transaction Type

PCAL – Planned Telephone Call

Processing Horizon from

Today

Processing Horizon to

Two weeks later

Business Partner ID

100000

Use Contact

Marked

Relationship Category

BUR001 Has Contact Person

Business Hours

Calling Hours

Create One Activity for each Call Time

Marked

Generate Call List

Marked

Call List Title

BPCL ##

IC WebClient Script

YBP Script

Once the call list is created, the IC manager determines which agents or groups of agents will execute the call lists and assigns the call list to them. Assign the call list to the IC agent by using the following path:

SAP CRM menu (SAP GUI)

Interaction Center  Supporting Processes  Outbound Calling  Call List Maintenance

In the Call Lists  Name area on the left-hand side, open the Call List Management tree structure and open the substructure of the newly-generated call list you want to assign: BPCL ##.




Choose structure item Assignments and choose Create Assignment. In the dialog box, enter a search term to find the organizational object (position) to which you want to assign the call list (type in *agent* as the search term) and choose Start Search.

To activate the call list assignment, right-click on structure item BPCL ## and choose Activate from the dropdown menu. In the Select Type of Execution dialog box, select Run Synchronously and choose Continue. The status of the all list switches from Inactive to Active.

2-3

Log on to the CRM WebClient UI in the role of BP IC Agent Sales. Choose Call Lists from the navigation bar. In the Available Call Lists workspace, highlight your new call list and choose Display Calls. A new workspace opens containing all business partners assigned to the call list (in this case, just your customer 100000). Highlight the first item in the call list to indicate that you are working on the call. To display the column for the business partners’ telephone numbers, choose the Full View link. Now you can start the outbound call. From the navigation bar, choose Account Identification to access the business partner’s data.

2-4

You would like to check all previous contacts and documents that have been processed for customer 100000. Select Interaction History in the navigation bar.

2-5

An interactive script will be used as a guide to help the agent structure the contact process with the customer. From the navigation bar, choose Script. Since the script is associated with the call list, it is started when you access the scripting while working on a call list. The script opens, showing the first statement or question defined in the example script. In the first question, the agent asks if the customer is interested in a new product. Choose the Buy option (AD1 button). You are automatically taken to the sales order creation environment. Select Dom. Sales Org, Direct Sales, Product Division 10 in the Organizational Data dialog.



Select the position IC Sales Sales (SALES_IC) and choose Copy.

Enter an External Reference number and the Product ID H21 (with Qty. 2). Choose Enter, save the ERP sales order, and take note of the sales order ID shown in the information message.

2-6

You want to add more information to the interaction record, for example, a note. From the navigation bar, choose Interaction Record. In the Notes workspace, note that the customer will give us feedback regarding the quality of the ordered product next week. In the Description field, enter Outbound Call ## and save the interaction record.

2-7

End the interaction with your customer 10000.

Task 3: Assignment of a Business Role to an Organizational Unit Business roles are assigned to organizational units to determine which functions and processes are available in the WebClient UI for employees working in a specific position. 3-1

Log on to the CRM WebClient UI in the role of BP Power User. Check if your user CRM-## is assigned to the position IC Sales Agent. ____________________________________________________________________

3-2

Determine which business role is assigned to the position IC Sales Agent. ____________________________________________________________________

Task 4: Customizing (optional) When creating an ERP sales order in the CRM Interaction Center, from a technical point of view, a special document type is used. Analyze in Customizing which technical document



You can choose Back to get back to the script.

type corresponds to Standard Order, which is automatically pre-filled in the order creation process. 4-1

First, check which Function Profile for the ERP order creation is used in the BP IC Agent Sales role.

____________________________________________________________________

4-2

Next, analyze the document type that is assigned to this profile value. Note the document type that is assigned to the profile value. ____________________________________________________________________



Note the profile value for this function profile.

Solutions

Unit:

Sales

Lesson:

Interaction Center Sales with ERP Sales Order (Business Process Documentation C82)

Task 1: Inbound Call Processing Judie Coltman, as the Interaction Center sales agent of your company, accepts a customer contact coming in via phone call. After confirming the customer, she reviews the account fact sheet and interaction history. Judie selects the products the customer wishes to buy and places them into an ERP sales order. When Judie closes the sales order, the details are transferred into the interaction history and the agent inbox. 1-1

Log on to the CRM WebClient UI in the role of BP IC Agent Sales. From the navigation bar, select the Account Identification area. In the Account ID field, enter 100000 for the calling customer and press Enter. If there is more than one contact person related to the calling company, select the first contact person from the list. Choose Confirm to confirm the customer and the contact person. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Navigation Bar: Account Identification

Enter the data.

1-2

From the navigation bar, choose Account Fact Sheet. You get information about, for example, IBase components, calls, and various documents. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Navigation Bar: Account Fact Sheet



Service -

1-3

Create an ERP sales order for customer 100000. From the navigation bar, choose Sales Order ERP. Enter the following data and save the order.


Field name

Value

Product ID

H21

Qty

2

External Reference

IC-Order ##


Navigation Bar: Sales Order ERP

Enter the data. Choose Save to save the new ERP sales order.

1-4

Add further information to the interaction record, for example, a note. From the navigation bar, choose Interaction Record. In the Notes workspace, make a note that the customer is also interested in our special summer offerings. In the Description field, enter Inbound Call ## and save the interaction record. a) Access the transaction by choosing the following path in the CRM WebClient UI: SAP CRM WebClient menu

Navigation Bar: Interaction Record

Enter the note. Enter the description in the Overview workspace. Choose Save in the Overview workspace to save the interaction record.


Take a note of the sales order ID shown in the information message.

1-5

Check the newly created ERP sales order in your agent inbox. From the navigation bar, choose Inbox. Trigger the search by using the search criteria Category with the value ERP Sales Order.


Navigation Bar: Inbox

Select the search criteria ERP Sales Order in the Category field. Choose Search and select your ERP sales order in the result list. Choose main category entry Standard Order to display the sales document.

1-6

End the interaction with customer 10000. a) To end the interaction with the customer, choose End from the toolbar. When you choose End, you completely end the interaction in the system. You are then ready for the next activity or call. After you choose End, all fields are cleared and you are ready to process the next call. Finally, log off in the role of the IC Agent Sales.

Task 2: Outbound Call Processing Angela Lucata, the IC Manager, creates a call list based on the maintained call times of customer 100000. This call list will be used by an IC agent to process the outbound calls. The agent will be guided by a predefined interactive script. 2-1

As the IC Manager, branch to the SAP CRM menu (SAP GUI) and create a call list for customer 100000 using the following path: SAP CRM menu (SAP GUI)

Interaction Center  Supporting Processes  Outbound Calling  Generate Business Transactions and Call Lists




Hint: Creating call lists is an administrative back-office task. Access this transaction in the SAP GUI menu, not in the CRM WebClient UI.

Field name

Value

Transaction Type

PCAL – Planned Telephone Call

Processing Horizon from

Today

Processing Horizon to

Two weeks later

Business Partner ID

100000

Use Contact

Marked

Relationship Category

BUR001 Has Contact Person

Business Hours

Calling Hours

Create One Activity for each Call Time

Marked

Generate Call List

Marked

Call List Title

BPCL ##

IC WebClient Script

YBP Script

a) Access the transaction by choosing the path, shown above, in the SAP GUI menu. Enter the data and choose Execute to create the call list. You receive a message confirming that X activities (planned calls) were generated for your business partner in the new call list. Choose Continue to confirm this message. Choose Back.

2-2

Once the call list is created, the IC manager determines which agents or groups of agents will execute the call lists and assigns the call list to them. Assign the call list to the IC agent by using the following path:


Interaction Center  Supporting Processes  Outbound Calling  Call List Maintenance



Enter the following data and choose Execute.

In the Call Lists  Name area on the left-hand side, open the Call List Management tree structure and open the substructure of the newly-generated call list you want to assign: BPCL ##.. Choose structure item Assignments and choose Create Assignment.


Select the position IC Sales Sales (SALES_IC) and choose Copy. To activate the call list assignment, right-click on structure item BPCL ## and choose Activate from the dropdown menu. In the Select Type of Execution dialog box, select Run Synchronously and choose Continue. The status of the all list switches from Inactive to Active.

a) Access the transaction by choosing the path, shown above, in the SAP GUI menu. Enter the data.

2-3

Log on to the CRM WebClient UI in the role of BP IC Agent Sales. Choose Call Lists from the navigation bar. In the Available Call Lists workspace, highlight your new call list and choose Display Calls. A new workspace opens containing all business partners assigned to the call list (in this case, just your customer 100000). Highlight the first item in the call list to indicate that you are working on the call. To display the column for the business partners’ telephone numbers, choose the Full View link. Now you can start the outbound call. From the navigation bar, choose Account Identification to access the business partner’s data. a) Take over the IC Agent Sales role and select the call list as described in the exercise.

2-4

You would like to check all previous contacts and documents that have been processed for customer 100000. Select Interaction History in the navigation bar.


In the dialog box, enter a search term to find the organizational object (position) to which you want to assign the call list (type in *agent* as the search term) and choose Start Search.


Navigation bar: Interaction History

In the Customer Interactions result list, you can now see all previous and planned activities concerning the customer.

2-5

An interactive script will be used as a guide to help the agent structure the contact process with the customer. From the navigation bar, choose Script. Since the script is associated with the call list, it is started when you access the scripting while working on a call list. The script opens, showing the first statement or question defined in the example script. In the first question, the agent asks if the customer is interested in a new product. Choose the Buy option (AD1 button). You are automatically taken to the sales order creation environment. Select Dom. Sales Org, Direct Sales, Product Division 10 in the Organizational Data dialog. Enter an External Reference number and the Product ID H21 (with Qty. 2). Choose Enter, save the ERP sales order, and take note of the sales order ID shown in the information message. You can choose Back to get back to the script. a) Branch to the interactive script and enter the ERP sales order as described in the exercise.

2-6

You want to add more information to the interaction record, for example, a note. From the navigation bar, choose Interaction Record. In the Notes workspace, note that the customer will give us feedback regarding the quality of the ordered product next week. In the Description field, enter Outbound Call ## and save the interaction record. a) Access the transaction by choosing the following path in the CRM WebClient UI:



In the Customer Interactions – Search block, enter 100000 (if it is not already pre-filled) in the Account ID field and choose Search.


Navigation Bar: Interaction Record

Enter the note.

Choose Save in the Overview workspace.

2-7

End the interaction with your customer 10000. a) To end the interaction with the customer, choose End from the toolbar. When you choose End, you completely end the interaction in the system. You are then ready for the next activity or call. After you choose End, all fields are cleared and you are ready to process the next call. Finally, log off in the role of the IC Agent Sales.

Task 3: Assignment of a Business Role to an Organizational Unit Business roles are assigned to organizational units to determine which functions and processes are available in the WebClient UI for employees working in a specific position. 3-1

Log on to the CRM WebClient UI in the role of BP Power User. Check if your user CRM-## is assigned to the position IC Sales Agent. ____________________________________________________________________ a) Access the activity by choosing the following path: SAP CRM WebClient menu

Navigation Bar: Master Data → Search: Organization Model

In the Search Criteria area of the Find by field, select Position. In the Description field, enter IC Sales Agent and choose Search Choose the IC Sales Agent position from the result list. All CRM-## employees/users are assigned to this position.



Enter the description in the Overview workspace.

3-2

Determine which business role is assigned to the position IC Sales Agent.

In the Position Details assignment block, you can identify, in the Role Assignment area, that business role BP IC Agent Sales is assigned to this position.

Task 4: Customizing (optional) When creating an ERP sales order in the CRM Interaction Center, from a technical point of view, a special document type is used. Analyze in Customizing which technical document type corresponds to Standard Order, which is automatically pre-filled in the order creation process. 4-1

First, check which Function Profile for the ERP order creation is used in the BP IC Agent Sales role. Note the profile value for this function profile. ____________________________________________________________________ a) Access the activity by choosing the following path: SAP CRM Customizing

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG: SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role

Select the business role BP_ICA_SLS (BP IC Agent Sales) and choose Assign Functional Profiles in the dialog structure. The profile value YERP_ORDER is assigned to the functional profile ID ERP_SALES_ORDER.



a) Select the IC Sales Agent position.

4-2

Next, analyze the document type that is assigned to this profile value. Note the document type that is assigned to the profile value. ____________________________________________________________________

SAP CRM Customizing

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG: SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Business Transaction → ERP Sales Order → Define Profiles for ERP Sales Order

Select the ERP sales order profile YERP_ORDER and choose Assign Document Types to ERP Profile in the dialog structure. Document type TA (Standard Order) is used in this profile. Therefore, an order is created in SAP ERP with document type TA when using this way for order creation in SAP CRM.



a) Access the activity by choosing the following path:

CRMFUN

INTE RNA L







Course Overview


©


2




©


3

Service

At the conclusion of this unit, you will be able to: Explain the main Best Practice scenarios in the area of CRM Service



Unit Objectives

Describe the general concepts related to the Best Practice scenarios in the area of CRM Service Discuss relevant master data for this Best Practice scenario

©


4

Service



Building Blocks

©


5



Service Order Management

The SAP Best Practices scenario Service Order Management illustrates the entire process flow concerning a service request. The process starts with the creation and printout of a service quotation and continues with the appropriate service-request-related steps, such as creation, planning and dispatching, confirmation, completion, billing (via ERP back-end system), invoice printout, and service evaluation.

©


The service order management scenario describes the following case: Upon the request of Customer Domestic 00, Barbara Lee (a service employee) creates an offer to provide consulting for product H21 Monitor Standard, as it seems to be defective. She sends this offer to Monika Ziegler, who works for Customer Domestic 00. Monika Ziegler accepts the offer. Barbara Lee then creates an order from this offer. Ryan Reval, one of our service technicians, assigns one of his employees, Matthew Carter, to conduct the requested service. After Matthew Carter has executed the service, he reports his actual working hours for this order. An invoice is created based on this data.

6

Scenario 1

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Service Order Management Explain the Service Order Management business process Discuss some Customizing settings relevant to the Service Order Management scenario

©




Topic Objectives

7


Create quotation

Service

Technician

Service Manager

Service Employee Customer

Accept quotation

©


Send quotation to customer

Convert quotation to service order

Create billing document



Business Process

Send invoice to customer

Assign service items to service employees

Create service confirmation

8

Process Flow This scenario consists of the following steps: A service representative manually creates a service quotation for a special technical service to be executed and sends it to the customer (as a printout). After the customer accepts the service quotation, the service representative converts the quotation to a service order for this special technical service. The service representative selects the appropriate installed base component for the defective product and maintains relevant data such as priority, problem code (damage and cause), and so on. The system automatically determines whether contracts and warranties exist for the customer's products and services. If a valid warranty is determined for a product or service, this may have an influence on how the customer is billed for the service that is performed. The service employee selects a service item requesting a field service employee (technician) and releases the service item. A dispatcher for the service technician group manually checks and plans the service items to be dispatched, as well as the qualification requirements, using the resource planning tool. The dispatcher selects a technician of the team who is available and qualified to carry out the service, and assigns him to the service item. After the technician has processed the required service at the customer's site, he enters the confirmation details in the CRM system. Then he technically completes the service request. Another service representative releases the service items and prepares them for billing. He creates the billing document in the ERP back-end system, prints it out, and sends it to the customer with a letter. In a BW system, you can evaluate the service quality (optional). Benefits Reduction of internal costs for order processing Managing the entire service order process Continuous improvement of product quality by defect tracking, analyzing complaint reasons, identifying causes, defining required activities and product changes, and monitoring success Increased customer satisfaction

Example of an Installed Base Client Server Installation

Motherboard RAM Hard drive 40GB

Contact person: John Summer Address: Walldorf, Neurottstr. 16



Application Server 01

Sold-to party: Company 4711 Status: Operating

Identification: HD-98765

Unix Application Server 02

Contact person: Pat Winter Address: Rot, Max-Planck-Str. 1

Motherboard RAM Hard drive 50GB

RAM: Dismantled Identification: HD-43210

Windows NT Equipment Text ... Installed Base ... Software License ©

Installed Base Product Component Text Component Object Structure Gap


9

An installed base can be described as a multilevel structure of installed base components for managing objects that are installed (or are going to be installed) at the customer’s site, such as devices, machines, or software. An installed base can be the reference basis for services. An installed base describes the hierarchical structure of these objects and their individual parts (components). You can use different types of components within installed bases: Product components: You can assign an existing product to an installed base as a component. General information is displayed for this product. Text components: Text components can also be used to structure an installed base. Installed base as a component of another installed base: You can incorporate one installed base into another installed base as a component. However, this just means making a reference to that installed base. It would also be possible, for example, to group all installed bases for a customer under a new, higher-level installed base. Objects: An object can only be assigned to one installed base component; objects may not be copied. Structure gap: Structure gaps are used to keep knowledge about the characteristic and place in a structure of an installed base component, even if the component is dismantled for exchange, repair, or maintenance. Customer-specific component types: Customer-specific component types are, for example, cars, washing machines, telephones, and so on. These can be grouped in object families. You can mix component types in any way within one structure.

Installed Base Header Details Name and Address



Parties Involved

Installed Base Header IBase ID External ID IBase Category Status Description Authorization Group

Service Contracts Attachments Qualification Req. Service Transactions Change History Service Level Components

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10

An installed base is displayed as a tree structure. An installed base always has an internal ID number assigned by the system. You can also enter an external ID and a description. The installed base header can contain dependent information such as related business partners, service documents like contracts or service orders, and qualification requirements, which are useful in the context of resource planning. Service level contains both service profile and response profile, which are especially used in the IT Service Management scenario. To define customer-specific installed base categories, choose IMG activity SAP Customizing Implementation Guide Customer Relationship Management Master Data Installed Base Installed Base Category Define Installed Base Category and Installation Rules. To maintain Parties Involved, assign a partner determination procedure to an installed base category. Choose IMG activity SAP Customizing Implementation Guide Customer Relationship Management Master Data Installed Base Assign Partner Determination Procedure to Installed Base Category.

Installed Base Components Name and Address



Parties Involved Service Contracts

Installed Base Components Component ID Description Identification Component Type Installed Base

Attachments Service Transactions Change History Qualification Req. Counters Warranties Cases Components

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11

Installed base components are individual elements of an installed base at the customer site. They contain service-relevant information and can be referred to in business processes. An object becomes a component of this installed base by being included in an installed base structure. In addition to direct use for individual service processes with the customer, installed base data also forms the basis for additional evaluations, such as activities covered by service contracts and statistics. You can use the structure-processing functions to make changes to an existing structure. You can move, copy, or cut individual components or entire branches of the structure.

Warranty

A warranty is a promise made by us to the customer, or by a vendor/supplier to us: Guaranteeing that a product is without defects With a validity for a specific period Defining entitlements for repair or exchange of defect parts Wholly or in part without charge

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Definition


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To be able to maintain warranties, they must be created in the system as products. As a prerequisite, you must have defined warranty categories. For more information, go to the following IMG documentation: Customer Relationship Management Warranties Define Warranties

Master Data

Products

Special Settings for

The following information can be maintained within a warranty master: Warranty start and end dates Coverage terms for parts, labor, and travel Influence of pricing and financial management by means of an accounting indicator

Warranties Assignment Installed Base Component

Warranty Type (customer)

Product / Object



Warranty Master

Warranty Basis (time, counter, time and/or counter) Period (validity)

Attributes: Start date

Codes (including, excluding)

Rule start

Services (including, excluding)

Rule end

End date

Product Master as reference…

Rule Start (e.g., object installation date) Rule End (e.g., start date + runtime) ©


13

In installed base management, you can assign warranties to products, installed base components, or objects. When you create a business transaction in service, such as a service confirmation, complaint, or service order, the system automatically checks whether valid warranty information is available for the reference object of the transaction, and whether claims on warranty services are justified.

Service Contracts



Service contracts: Represent an outline agreement with customers that defines content and scope of services under specific conditions for a particular period Specify the service levels to which a customer is entitled List the parts that are covered by contracted services (for example, server, workstations, printers) Include a product list containing services and service parts in contract entitlement Contain price agreements for services and parts Limit contracted services or service parts in terms of value and/or quantity ©


A service contract is a long-term agreement with business partners that specifies which services are being offered for that period. The service contract line item lists customer objects - installed base, installed base components, objects and products - that are covered by the contract line item. Service level agreements list the level of service to which a customer is entitled, and contain functions for monitoring compliance with those terms. A contract may include contract-specific price agreements that control not only what is covered by the contract, but also what prices may be charged for any work covered by that contract. SAP CRM service contract documents are not transferred to SAP ERP.

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Service Contract Determination Service Order

Transaction Type SRVO Contract Determination

IMG IMG



Sold-to: Media Store ...

Item:

Quantity

SRV1_4

...

2 AU ...

Contract Assignment Dialog No Assignment Contract-ID Item Start End

Copy Control for Item Categories

©

Open Qty. Product

5001899

100

01/01 12/31 1 PC

SER_022

5001902

200 01/01 12/31 1 PC

SER_023


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According to the Customizing settings, when creating a service process with a transaction type for which contract determination is activated, you are either requested to select a contract, or the system determines the contract and copies it automatically to the transaction. Copying control for item categories is a mandatory prerequisite to use contract determination. The following settings are available: (Space) = No contract determination C = Header and item (reference object), assign immediately if unique D = Header and item (reference object) always with selection option E = Only at item level, assign immediately if unique F = Only at item level, always with selection option G = Manual

Service Contract Determination (2)

Header Data

Account Sales/Service Organization Validity Dates Installed Base Item Status “Released”

Determination criteria =

Item Data

Contract Item

©


Product List

= = =

Account Sales/Service Organization Start Required Date Installed Base Product

= Copy

SLA Profiles Price Agreements

Service Process For internal use by CSC only


Service Contract

Items Dates

Copy

Price Details 16

According to the Customizing settings, when creating a service process with a transaction type for which contract determination is activated, you are either requested to select a contract, or the system determines the contract and copies it to the transaction automatically. For successful contract determination, the following criteria must be fulfilled: Partner: The sold-to party in the service contract and the service process must be identical. Sales and service organization in the service contract and the service process must be identical. Status: The status of the service contract item must be Released. Validity: The date in the Requested Start field in the service process must lie within the validity period of the service contract item. Object list: In standard Customizing, contract determination runs in the following sequence: 1. Contracts are found that have reference objects entered for the business transaction item in the object list of the service contract item, or that have an empty object list for the service contract item. 2. If no reference objects were entered for the business transaction item, contracts are found that have the reference object for the business transaction header entered in the object list of the service contract item, or that have an empty object list for the service contract item. 3. If the reference object was not entered in either the business transaction item or in the business transaction header, service contract items with empty object lists are found. Product list: the product in the business transaction item must be entered in the product list of the service contract item, or the product list of the service contract item can be empty. Copy control: The copy control for item categories must be set in Customizing. Services and service parts available with a selected contract are proposed by copying to a service order. A release order list shows the history of service orders relating to value/quantity of service contract items. You can use the Business Add-In definition CRM_SERVICE_CONTRACT(Business Add-In for Service Contract Determination) to include your own selection criteria or to limit the selection criteria (see above) delivered by SAP.

Structure of a Service Order

Description

Category 1

Priority

Dates

Sold-to Party

Category 2

Status

Contract

Reference Object

…

Net Value

Warranty



Header Data (SRVO)

Item Data Service Items (SRVP) Service Part Items (SRVM) Sales Items (SRVS) Expense Items (SRVE) Tool Items (SRVT) ©


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As with all other CRM documents, a service order consists of header and item data. Each transaction type is assigned to a leading business transaction category. A service transaction is a business transaction category of its own. The service process functions are controlled by a transaction type and item categories. A service order can be created with reference to a service agreement or service contract. Based on the main reference object that you entered in the service order, you can display a list of relevant products for the order items. This functionality is called product proposal. Inheritance of reference objects from header level to item level takes place automatically. The item level inherits the multilevel categorization and the reference objects from the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization is changed at item level, the inheritance history is lost. In the service order, pricing takes place using the SAP CRM pricing functions. You can specify an accounting indicator in a service order item to determine different prices for products, based on absolute or percentage discounts and surcharges for services performed under warranty. You can also use the accounting indicator in a service order item to determine the settlement receiver of costs. For example, if a service is covered by a warranty, you may want the quality management department to be the receiver; in the case of a free-ofcharge repair, you may want the sales department to be the receiver instead of the executing cost center.

Service Product Item

A service product item describes the service that is to be performed.



A service product item is a product of type service.

A service product item includes information about the planned duration and conditions. A service item can be assigned to an existing service contract. Installed base components, objects, and products can be assigned to a service item in the object list.

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Service processing is triggered by an item that contains a service product. The service product item describes a service. The item is used to document customer wishes (for example, with reference to dates) and contains planning-relevant data. Planning-relevant data includes the service group that is responsible for the performance of a service, dates, the number of persons necessary for the execution of a service, the estimated duration, quantity, and, if required, the Relevant for resource planning indicator. The setup of products of type Service in CRM is documented in CRM customizing: SAP Implementation Guide Customer Relationship Management Master Data Products Special Settings for Service Processes Define Service Products.

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A service part item is used to plan, control, and document the required service part components.



Service Part Item

A service part item is a product of type Material. The service part item tells the technician which spare part is required for the service process. A service part item can be assigned to a service contract.

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Products of type Material can be loaded from SAP ERP to SAP CRM. The technicians stock is represented by: A storage Location in SAP ERP Technician consignment stock in SAP ERP Customer consignment stock in SAP ERP In SAP ERP; you define which logistics scenario you would like to use: –

SAP Customizing Implementation Guide Integration with Other mySAP.com Components Customer Relationship Management Settings for Service Processing Logistics Integration Create and Change Logistics Scenario for Material Withdrawal.

It is possible to create purchasing documents for CRM Service spare part items. –

SAP Customizing Implementation Guide Integration with Other mySAP.com Components Customer Relationship Management Settings for Service Processing Logistics Integration Set Purchasing Document Types for CRM Logistics Integration.

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Within a service process, a sales product item is used to sell a required part.



Sales Product Item

A sales product item is a product of type Material. The sales product item is delivered separately to the customer. Within a service process, an available-to-promise check can be performed for each sales product item (SAP SCM integration).

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A sales product item within a service order triggers the CRM Middleware to transfer or create a sales order (item) in ERP. Logistics Execution processes (delivery, transfer order, goods issue) are possible follow-up steps. When creating a delivery, the system updates the CRM service order status and transaction history (document flow). The goods issue deletes the delivery demand and updates the CRM document. The billing document can be created based on the service process data or the delivery data (based on sales item quantity or delivered quantity).

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Expense Item

Each expense item documents additional costs that are paid by the service representative, for example, a hotel receipt.



An expense item is a product of type Material.

Each expense item updates the assigned controlling object.

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21

Expense items are represented by products of type Material. Expense items can express planned expenses (for example “Parking Fee”). Actual expenses can be confirmed via service confirmation.

A tool item is an item that is used when a service order is carried out, but which is not consumed itself.



Tool Item

A tool item is a product of type Material or an Object. You can enter tools in service order templates, service orders, and service confirmations.

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22

You can enter tools for service orders and service confirmations to bill them to your customers and to determine and allocate internal costs. You can enter the number or the duration of use. Tools are divided into the following tool categories: Individual tool: A tool that can be uniquely identified by a serial number or an ID. You enter individual tools as objects in SAP CRM. Individual tools are tools that are valuable or difficult to procure. For example, if certain types of work can only be carried out using a specific lifting platform, you enter this tool as an individual tool, which means it can be identified. Examples: Hangar, measuring device, lifting platform Material tool: A tool that is only managed quantitatively and which cannot be identified uniquely. You enter material tools as CRM Material products in SAP CRM. You use material tools if it does not matter which particular tool is used. Examples: Hammer, screwdriver It is recommended to create a specific product category for tools.

Enables items within the service order and the service confirmation to be structured in the form of a hierarchy Used to show, for example, that certain spare parts belong to a service or that a service consists of several individual services The system cumulates pricing data, duration, and quantity in the higher-level item.



Item Hierarchy

Service Order Header

Item1 Item 2 Item 3 Item 4

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23

When you create a service order, you link the individual items to form a hierarchy by entering the number of the superior item in the Higher-Level Item field. When values from sub-items are cumulated, this value is assigned to the higher-level item. Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of all assigned sub-items. A provided BAdI enables customers to define specific rules regarding the culmination of values. You are able to define how the durations and quantities are to be cumulated using the BAdI CRM_SERVICE_I_HIER_CUM. The standard delivery of SAP CRM includes the implementation CRM_SERVICE_I_CUM. This implementation defines that only the sub-item quantities of the very next level are cumulated. The condition 0KUM is available for the culmination of pricing data. For this, the condition type must be entered in the calculation procedure and the calculation procedure must be assigned to the sales organization. Account assignment: The system posts costs automatically to the account assignment object of the higher-level item. This is also true if, for example, you assign unplanned confirmation items to a planned confirmation item.

Business Transaction Category

Sales: Document pricing procedure Credit check



Header

Service: Subject Profile SLA Determination Profile Warranty Check Profile Activate Counter Business Activity: Category Calendar relevance Priority ©


24

Transaction types are defined in Customizing. A transaction type defines the attributes and characteristics of a business transaction (for example, sales order, service request, or visit) and the controlling attributes (for example, text determination procedure, partner determination procedure, status profile, and organizational data profile). A transaction type controls how a specific business transaction is processed. A transaction type is assigned to one or more business transaction categories (such as sales or activity). The business transaction category specifies the business context in which a transaction type can be used (for example, service, sales, or activity). One business transaction category is the leading business transaction category. This category is simply a preference and is not related hierarchically to the other business transaction categories. A sales transaction with business activity data, for example, would be more likely to have “sales” as a leading business transaction category than “business activity”. Choose SAP Customizing Implementation Guide Customer Relationship Management Transactions Basic Settings Define Transaction Types.

Business Transaction Category

Sales: Billing relevance Pricing relevance Credit group Quotation/order Item



Item

Service: Resource Planning Relevance Confirmation Relevance Relevance to Costs Service Type Valuation Type Subject Profile Activate Counter ©


25

Item Categories are defined in Customizing. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed. Choose SAP Customizing Implementation Guide Customer Relationship Management Transactions Basic Settings Define Item Categories.

Basic Functions in Service Orders



Categories: “Codes” can be entered both at header and item level to describe or categorize the service order. Multilevel categorization is used for this. Reference Objects: Installed base (components), objects, or products can be entered at header or item level. Product Proposal: Product proposals can be generated and selected as items during service order creation.

©


26

Multilevel categorization: Codes, catalogs, and subject profiles have be maintained in Customizing (Basic Functions). Categories have to be maintained using the WebClient UI application Service Operations Create Categorization Schema. The use of product proposals requires that product relationships have been maintained. Standard relationship types “Services” and “Service Parts” are provided within product maintenance. As of SAP CRM 7.0, it is also possible to use a relationship type “Service Parts – ERP.” Service Parts - ERP represents bill of material information from SAP ERP.

Determinations and Checks



Contract Determination: During creation of the service order, the system automatically checks whether contracts exists for the customer. Warranty Check: During creation of the service order, the system automatically checks whether a warranty exists for the product, object, or installed base component that has been entered. Credit Limit Check: It is possible to run a credit check in service orders.

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27

Contract Determination: Service level agreement (SLA) dates are determined on the basis of the contract and overwrite standard response dates and times in the service order. The object list in the service order shows which items are covered by the contract. Warranty check Warranty data is displayed in the service order header or service order item details. Credit Limit Check: When a service order with service items is created and then released and saved, subsequent processes, such as the creation of assignments in the resource planning tool, are triggered. An option is available to automatically trigger the credit check during the release of the service order.

The resource planning application enables resource planners to effectively manage, assign, and monitor work to be performed by their service employees.

Resources

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Demands


28

You can use the resource planning service to execute either service-order-based or project-based scheduling, using a number of resources. Define which type of demand is used in IMG activity SAP Customizing Implementation Guide Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Specify Demand Types for Resource Planning. You can use service resource planning to comply with determined SLA dates, respond to critical situations, and improve resource utilization. Companies can use service resource planning to schedule and monitor services requested by a customer. Data about service employee availability and assignments is stored in the Workforce Management Core (WFM Core). In addition, you can use the integration with the Human Capital Management (HCM) component to transfer time data for the individual service employees to the WFM Core Time data will then be available for resource planning.



Resource Planning

Resources

Service Providers For internal use by CSC only


Employees

Service Arrangement Availability (templates) Location Service Area Job Function Qualification

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29

Resources can directly be created via CRM WebClient UI (employee or service providers). If you are integrated with SAP ERP HCM, all information about the hiring, basic availability, and qualifications of the employee is stored in SAP ERP HCM and can be accessed using service resource planning. If not, the information about availability and qualifications is stored in employee maintenance. When you add service arrangements using the user interface, the system updates resource planning with the information for the relevant employee. The Service Arrangement assignment block contains most important resource planning relevant information: Availability: The days and times when the employee can be scheduled to meet a demand. The availability times can be entered manually or via a predefined template. Location: This is the address of the individual employee or of the organization to which the employee belongs. Service Area: You use this to define the resources service area. A service area is a smaller grouping of locations, beyond the organizational structure, identified as being available for resources to service. Resources can be assigned to both a first-line area of service (Alternative Service Area) and a secondary area of service (such as ZIP code). Job Function: The job function defines where the resource can be scheduled. Job functions might have further granularity based on a level. Qualification: This is the employee’s qualifications and the proficiency level for each qualification. You can define overtime limit profiles and capacity limit profiles for employees. The system performs assignment checks for overtime limits or capacity limits when you create or change assignments. Depending on the assignment checks, you might see warning messages or error messages that specify the error condition. To configure resource-specific settings, choose SAP Customizing Implementation Guide Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource Settings. Availability Templates: SAP Implementation Guide Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource Settings Define Availability Templates Service Area: SAP Implementation Guide Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource Settings Define Service Areas Job Function: SAP Implementation Guide Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource Settings Define Job Functions and Levels

Service Order Demands



Service Order Item 10: Repair – 2 hours Item of type Service Process Item has status Released Item is flagged as Resource Planning relevant

©


30

Service order items can provide demands for the resource planning application (RPA). The following information explains how you can integrate the planning of service order items in the RPA. In terms of service transaction items, you must ensure the following: The item object type must be Service Transaction Item (BUS2000140). The transaction item must be flagged as relevant for resource planning. You can set this flag as a default value in Customizing for the transaction item category. The transaction item must be released. Prerequisites in Customizing: Define demand types, for example, Service Order Demand (optionally: Project Role Demand). – SAP Implementation Guide Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Specify Demand Types for Resource Planning. Define a dispatcher, for example, BUILTIN DISPATCHER. – SAP Implementation Guide Customer Relationship Management Workforce Deployment WFD Server Dispatcher Settings Switch between liveCache and BuiltIn Dispatcher. Define a scheduling engine, for example, WFDS (RPA in CRM) or CRM_SRV_SDL_RFC RFC (external scheduling engine). – SAP Implementation Guide Customer Relationship Management Workforce Deployment General Settings for Service Resource Planning Business Add-Ins (BAdIs) Select Scheduling Engine. You can define which date types are relevant for the service order items in the resource planning application. In Customizing, choose SAP Customizing Implementation Guide Customer Relationship Management Workforce Deployment Service Resource Planning Service Order Based Demands Define Date Types.



Assignments

List View

Form View

©


An assignment is a relationship between a demand and a resource that results in measurable work. When you select a hyperlink in the list of the resources, the corresponding assignments will be displayed. Depending on the personalized (default) settings, either the List or the Form View is called. Assignments can have the following assignment types: Concrete: Assignment type for which the effort exactly matches the duration Work Time Based Concrete: Assignment that is distributed to a number of individual concrete assignments, according to the availability of a resource Capacitive: Assignment type for which the effort is less than the duration. This assignment type is only relevant for assignments for cProject roles.

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Resource Planning System Landscape

Application layer SAP CRM 7.0

BAdI CRM_SRV_SDL

RFC communication via BAdI Implementation CRM_SRV_SDL_RFC

RFC communication via BAdI Implementation CRM_SRV_SDL_WFDS

SAP Exchange Interface (XI) http/https

e.g., XML

Third-party scheduler ©

WFD server

WFM AddOn 200


32

The workforce deployment (WFD) server is part of the workforce management (WFM) add-on 200. It is possible to use external scheduling engines for resource planning of CRM service order items. SAP Customizing Implementation Guide Customer Relationship Management Workforce Deployment General Settings for Service Resource Planning Scheduling Engine Notes for the Integration of CRM/Scheduling Engine/HR Use transactions SE18 (BAdI Builder) and SE19 (BAdI Implementation) to get information on the CRM_SRV_SDL Business Add-In and its implementations.

Structure of a Service Confirmation Header Data (SRVC) For internal use by CSC only

Reference Object

Category 1

Status

Contract

Category 2

Net Value

Warranty

Executing Service Employee


Description Sold-to Party

…

Item Data Service Items (SVCP) Service Part Items (SVCM)

Duration / Quantity / Installed On Serial Number

Expense Items (SVCE) Tool Items (SVCT) ©


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A service confirmation is a business transaction used to enter the actual work performed and materials consumed within the context of a service process. You can use service confirmations to enter working times (including travel time and overtime), distance traveled, service products, and spare parts. When creating the service confirmation as a follow-up document, the system automatically proposes the planned items for selection. Items that you select are copied to the service confirmation document. Prices, reference objects, and subjects, as well as conditions and working times for assignments, are defaulted from the product master data of the items into the order. Prior to submitting a confirmation, you can add or correct data, or create new items for services, service parts, expenses, or tools that were not originally planned in the order. You can create multiple confirmations for an order, for example, if you are required to make confirmations on a daily basis but require more than a day to complete an assignment. If multiple service representatives are working on an assignment, they can also confirm individually. If an installed base is assigned to the confirmation, you can go to the installed base and update it. For example, you could update the installed base if an installed object is to be replaced by another object while the original is repaired. This functionality utilizes action processing within service orders. The standard action profile for service orders contains an appropriate action. Sales items cannot be maintained within a service confirmation.

Confirmation Service Item

Quantity information



Actual duration Valuation type Service type Accounting indicator Reference objects ERP integration

©


Service items can be used to confirm travel and working times. It is possible to include installation information using the Reference Objects assignment block.

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Confirmation Service Part

Quantity



Material/spare part confirmation Accounting indicator ERP integration Material withdrawal

©


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Service part items can be used to confirm consumed parts (spare parts). You can enter serial numbers for service parts in service confirmations and update inventory management in SAP Enterprise Resource Planning (SAP ERP). The system validates the serial numbers that you enter. The Serial No. Processing within a product master field indicates whether serial numbers are relevant for a certain product, and how a serial number created in a document should be validated. Caution: The set type CRM_SERIALNUM has to be assigned to an appropriate product category. Without this assignment, the Serial No. Processing field is not ready for input. In a standard configuration, the Serial No. Processing field is a hidden field. Use UI Configuration to display this field in the CRM WebClient UI application. There are several serial number validation options available: 0 – Default value 1 – Entries possible, but no check against master data 2 – Check object in CRM 3 – Check object and serial number in CRM 4 – Check for serial number in SAP ERP For service parts in service confirmations in the CRM WebClient UI, you can enter serial numbers manually. In the general data for the service part item, the Serial Number field is available for this purpose. If the quantity you entered for a service part is greater than one, you can enter other serial numbers in the Reference Objects assignment block by using Edit List. You maintain the serial numbers exclusively in SAP ERP.

Confirmation Expense Item

ERP controlling integration

©




Actual costs, for example, a hotel receipt

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Confirmation

A tool item is an item that is used when a service order is carried out, but which is not consumed itself.



Tool Item

A tool item is a product of type Material or an Object. You can enter tools in service order templates, service orders, and service confirmations.

©


37

It is possible to include tool items in service confirmations. An item category for tool items, SVCT, is available in standard customizing.

External Billing of Service Transactions (ERP Billing)

Service contract Service order

SAP ECC / SAP R/3

LY N O



SAP CRM

Debit memo request

Service confirmation

©

Pricing = ERP pricing

Billing-relevant item

Products = ERP materials

Billing-relevant item

Billing relevance = External billing

…


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External Billing of Service Orders and Service Confirmations in ERP Data is transferred to ERP when an order or confirmation is set to Completed. You can cancel invalid items by specifying a reason. The cancellation reason is transferred to ERP through item category mapping. Either the relevant debit memo request item is automatically canceled or, if the item has already been billed, a credit memo request is created. After data transfer, you can cancel or reject transactions in SAP CRM. If it is no longer possible to cancel individual items later on in the process, for example, because an invoice has already been created for a debit memo request, you can create a credit memo request in ERP to reverse a debited amount. SAP Note 813774, Billing of CRM service processes in R/3, provides additional information.

Prerequisites for ERP Billing Step 1

Synchronize pricing.

Step 2



Customizing and condition records

Synchronize master data. Business partners and material master

Step 3

Customize CRM item categories. Set billing relevance to External billing

Step 4

Customize ERP sales orders. Set billing relevance

Step 5

Map transaction data.

CRM transaction type = ERP sales document type CRM item category = ERP item category ERP Mapping-Customizing ©


39

You can influence header and item data, such as partners and conditions, before it is transferred to ERP. To do this, create an implementation of the Business Add-In (BAdI) CRM_EXT_BILLING (Influencing Data from Service Processes for Billing in ERP). You can find this BAdI in SAP CRM Customizing under Customer Relationship Management Transactions Settings for Service Processes Business Add-Ins. For more information, see the documentation for this BAdI. You can modify data such as the order reason, billing block, partner, and conditions. To do this, create an implementation of the BAdI SRV_BILLING_CHANGE. You can find this BAdI in Customizing for your Plug-In or SAP ERP system under Integration with Other mySAP.com Components Customer Relationship Management Settings for Service Processing Billing Integration BAdI: Influencing Data for External Billing of CRM Service Documents. Mapping of transaction types and item categories (in an ERP system): SAP Customizing Implementation Guide Integration with Other mySAP.com Components Customer Relationship Management Settings for Service Processing Billing Integration Map Transaction Types and Item Categories.

Scenario 1

You are now able to: Describe the Best Practice scenario Service Order Management Explain the Service Order Management business process Discuss some Customizing settings relevant to the Service Order Management scenario

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Topic Summary

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The SAP Best Practices scenario Complaints and Returns Management illustrates the entire process flow from creation of a customer's complaint in the system, to inbound delivery of a defective product, to the creation of a credit memo for the customer.

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The complaints and returns management scenario describes with the following case: Monika Ziegler, working for Customer Domestic 00, reports that Product H11 – PC Standard is defective. She wants to return the defective PC and receive a credit memo. Barabara Lee, the service employee working for our company, documents this complaint in the system. She also triggers the necessary follow-up steps. Monika Ziegler sends the PC back and receives the credit.

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Complaints and Returns Management

Scenario 2

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Complaints and Returns Management



Topic Objectives

Explain the Complaints and Returns Management business process Explain Customizing settings relevant to the Complaints and Returns Management scenario

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42


Service Service Employee Employee Customer ©

Send back defective product

Report complaint

Create complaint

Determine warranty and contract

Create credit memo and return request

Process inbound delivery (ERP)



Business Process

Analyze service complaints (BW)

Process billing


43

Process Flow: This scenario consists of the following steps: A service employee, having been on an on-site visit, creates a complaint in CRM Online for a customer. He enters the defective product (to be sent back by the customer) as a complaint item. Existing service contracts (including response times) and warranties for the product are automatically found and determined for the customer. The employee maintains damage, cause, reason, and location using codes. He creates a return request and a credit memo for the defective product as complaint items. The service employee saves the complaint. The number of the complaint document is identical to the return material authorization number, which the customer needs to send back the defective product. The return request item is replicated to the back-end system as a sales order item for further processing of the inbound delivery process in the respective ERP system. The credit memo item is also copied to the ERP system. The service representative releases the credit memo for billing preparation. He creates a billing due list item and prints out a credit memo billing document, which is sent to the customer. In a BW system you can evaluate, for example, the number of service complaints per product (optional). Benefits: Reduction of internal costs for order processing Continuous improvement of product quality by defect tracking, analyzing complaint reasons, identifying causes, defining required activities and product changes, and monitoring success Improved complaint processing by providing access to all related documents and data Increased customer satisfaction

Complaints Process

Return request

ERP

Substitute delivery Complaint

Complaint item



Sub-items

Quality notification

CRM Billing

Credit/debit request

Customerspecific actions

Task ©


44

Here you can see the structure of the complaint. The complaint starts with an item that can be either a service or a physical material product. Actions on item level control which sub-items are created. These sub-items are usually created manually if the complaint is taken in an interaction center or other support environment. These actions could be set to kick off automatically with conditions, which might be useful in a customer self-service Web site. You can create complaints with or without reference to a sales transaction or a service process. You can specify the reason for the complaint using multilevel categorization. From the complaint, you can use actions to: Generate a (sub-) items of type credit memo request. Generate a (sub-) items of type debit memo request items. Generate a (sub-) items of type return request item. Create a quality notification in ERP. Create a CRM document, for example, of type task. Caution: Select a line item to see appropriate action buttons Sub-items can be created by actions triggered either manually or by the system, based on predefined planning and start conditions.

Complaints and Returns

Standard transaction types: CRMC – Complaints



Customizing

Standard item categories: COMP – Complaint G2N – Credit Memo L2N – Debit Memo TANN – Free of Charge Subsequent Delivery REN – Return Request

Item category determination for sub-items

©


45

The transaction types and item categories for complaints and returns are predefined as follows in the standard system: SAP Customizing Implementation Guide Customer Relationship Management Transactions Basic Settings Define Transaction Types CRMC - Complaint Transaction Type SAP Customizing Implementation Guide Customer Relationship Management Transactions Basic Settings Define Item Categories COMP (Complaints): This item category is used as the main item. L2N (Debit memo request): This sub-item is triggered by an action. G2N (Credit memo request): This sub-item is triggered by an action. TANN (Free of charge substitute delivery): This sub-item is triggered by an action. REN – (Returns request): This sub-item is triggered by an action. SAP Customizing Implementation Guide Customer Relationship Management Transactions Basic Settings Define Item Category Determination The item category for the sub-items is determined by the transaction type, the item category group (from the product master), the usage (from the action definition), and the main item category. The item category usage can be a parameter within the details of an action definition (or within the condition maintenance of actions). In the SAP Best Practices for CRM the following transaction types and item categories are used: YCOM copy of CRMC COMP YG2N copy of G2N YL2N copy of L2N TANN REN See Configuration Guide C28 – CRM Complaints.

Create return request: A return request item is replicated to the ERP system for goods receipt processing. Create spare part delivery: A delivery line item is replicated to the ERP system to create a delivery document. Create quality notification: A quality notification is generated in the ERP system. Create credit/debit memo request: The credit/debit memo request is created and transferred to CRM Billing. Create task: A CRM task is created and appears in the task list of the responsible employee. ©


The standard actions are kicked off from the item level action profile. There is also a standard action profile at the header to create tasks. Credit and debit memos are created in CRM Billing and the relevant controlling objects are created. Service parts delivery automatically creates a sales order in SAP ERP, to which a delivery and goods issue can be posted. The sales order contains the same number and item category as the document in CRM. A quality notification can be created from the complaint header or line item and is integrated with the assigned ERP system. Quality notifications are often used for internal processes, such as stopping outbound deliveries, or for external processes, such as informing suppliers that goods should be returned. The ultimate goal is to introduce processes to improve the quality of the product.



Examples of Standard Actions

46

Customizing Actions Action Profile


Schedule Condition fulfilled

Schedule Automatically no


You can set up actions in Customizing according to the demands of your company’s processes.

Action

Active

yes

Action List

Start Condition fulfilled Processing time:

Manually schedule Schedule New Action

Immediately When saving Selection report

Processing medium: Actions can schedule and start follow-on processing steps, depending on transaction type and different schedule and start conditions.

Methods Workflow Smart Form

Action profiles control this process. ©


47

In Action customizing, you can do the following: Create an action profile with action definitions (Customer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions). Define the attributes of the actions in the action definitions, such as the processing time or whether the action may be changed in the document. Define conditions (schedule and start conditions) for action types. Assign the action profile to the relevant transaction type and item category. Action profiles COMPLAINT and COMPLAINT_ITEM are delivered by SAP. If they do not meet your requirements, you can define your own actions. COMPLAINT is assigned to transaction type CRMC for complaints. COMPLAINT_ITEM is assigned to item category COMP. A Wizard in Customizing helps you create action profiles and actions. For the WebClient UI, you can define buttons for each action within an action profile: Customer Relationship Management Define Pushbuttons for Actions.

Transactions

Settings for Complaints

Reference Documents

With or without reference to an existing document



A complaint or return can be created:

With reference to existing CRM documents: – Sales orders – Service orders – CRM Billing documents – Product service letters – More than one CRM invoice (only within a mass controlling scenario)

The selected items are copied into the complaint document according to copying rules, and the document flow is updated. A BAdI is provided to reference other external documents, for example, billing or delivery documents in ERP.

©


48

You can create complaints directly from the items in a sales transaction or service process. This simplifies the creation of complaints, since all data (such as partners, products, quantities, and prices) is transferred from the preceding transaction. When you create a new complaint, you can refer to the following business objects: CRM billing transaction Product service letter Marketing campaign Transactions in integrated systems, such as billing transactions or delivery transactions in SAP ERP, or delivery transactions in another inventory management system. Once you have specified in Customizing that references to business objects are allowed for your complaint transaction type, the system prompts you to enter a reference object when creating a complaint. You can then select the individual items from the reference object to be copied into the complaint transaction. When you reference items, the selected items from the reference document are copied into the complaint/return document according to the defined copying rules. You can add information to an existing complaint document by creating a reference to one or more documents. You can also create a reference on item level. Referencing more than one CRM Billing document is only possible when using a mass controlling scenario. Refer to the BAdI definition CRM_COPY_BADI_EXTERN, which you can find at SAP Customizing Implementation Guide Customer Relationship Management Transactions Settings for Complaints Integration Transaction Referencing BAdI: Create Complaint with Reference to External Transaction .

Customizing for Reference Documents

1. Set the transaction type to be able to create with reference: Make this setting on the Transaction details screen (Creation with Ref. is selected).



Reference document configuration:

2. Create the reference type (standard setting).

3. Assign business object type to transaction type.

©


IMG

CRM

IMG CRM Referencing

Transactions

49

Basic Settings

Define Transaction Type

Transactions Settings for Complaints Integration Business Add-Ins for Document Referencing

1 = Set the transaction type to be able to create with reference. 2 = Define object types for document referencing. 3 = Assign business object type to transaction type.

Transaction

Scenario 2

You are now able to: Describe the Best Practice scenario Complaints and Returns Management



Topic Summary

Explain the Complaints and Returns Management business process Explain Customizing settings relevant to the Complaints and Returns Management scenario

©


50

Scenario 3

At the conclusion of this topic, you will be able to: Describe the Best Practice scenario Interaction Center Service Explain the Interaction Center Service business process Explain some Customizing settings relevant to the Interaction Center Service scenario

©




Topic Objectives

51

Interaction Center Service Business Process

IC Agent Service

Start

Customer contact (inbound e-mail)

Select e-mail

Identify customer


Process solution

Provide solution by e-mail reply


Wrap up contact


IC Agent Service

Start

Customer contact (inbound phone call)

Identify customer

IC Agent Support


Inbound E-Mail Processing

©



Create service order

Wrap up contact

Escalate service order

Process service order

52

Process Flow This scenario consists of the following steps: E-Mail Processing: A customer sends an e-mail to the Interaction Center. The agent logs on to the Interaction Center in work mode Not Ready. Then the agent gradually processes the e-mails received. The agent identifies contact person and account, as well as products registered for the customer (installed base). After confirming the data, the agent can review all kinds of customer information (for example, customer fact sheet and interaction history). The agent uses the Software Agent Framework to search for a solution for the customer's problem in a knowledge database. He reviews solution details and attachments. The agent provides one or more suitable solutions to the customer by e-mail reply. The agent ends communication with the customer. He wraps up the interaction record, capturing relevant information, and closes the interaction. The agent can now process the next e-mail. Inbound Call Processing: The agent is still logged on to the Interaction Center and switches to work mode Ready. He takes an incoming phone call from the same customer. The agent finds the calling account using the business partner master data search. The agent identifies the contact person and account. After confirming the data, he also identifies the products registered for the customer. He reviews the customer fact sheet and interaction history, showing all previous contacts and/or documents of the customer. The agent can update the customer's communication data if required. The agent displays the customer's installed base components (linked to customer's contract and warranty) for a required service. During the call, he takes some notes about the customer's problem using the scratch pad. The agent decides to create a service order for the customer's problem. He selects the appropriate installed base component for the defective product. A corresponding contract for the appropriate component is determined by the system. He enters relevant data such as priority, problem code, and description (in the scratch pad) in the service order. The service order is complete. When the agent saves a service order, the details are transferred into the interaction history and the agent inbox. The agent ends the communication with the customer. He wraps up the interaction, capturing relevant information in the interaction record. He closes the interaction so that he is ready for the next interaction. Benefits Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing business Accurate customer information, easily accessible via agent desktop Increased revenue by delivering the right service to the right customers based on entitlements Lasting and valuable customer relationships



Interaction Center Service

The SAP Best Practices scenario Interaction Center Service illustrates the typical workflow associated with service agents processing incoming e-mails and phone calls at a call center. It gives you a step-by-step view of how agents process e-mails and phone calls and which functions they can use when processing the customer's problem. The entire scenario takes place in the Web-based environment for the Interaction Center.

©


53

The Interaction Center Service scenario describes with the following case: Monika Ziegler has a defective monitor. She sends an e-mail to the service address of the service interaction center. This e-mail is forwarded to the inbox of our interaction center agent, Ann Anderson. Ann identifies the customer based on the e-mail address. Ann looks for a solution in the existing knowledge base and provides the solutions to Monika Ziegler via e-mail. The solution provided by e-mail did not solve the problem; therefore, Monika Ziegler calls the call center by phone to get additional help. A service order is created. Because this service order cannot be processed by the call center agent, it is forwarded to second-level support.

E-Mail and Agent Inbox Overview ERMS rule engine

Workflow Route mail as work item to agents. 3.

Dispatch mail to workflow.

2.

Optional: Supporting rule-based routing, auto acknowledgements, etc. 5.

routing

Inbox customizing



4.

Integrate work items with agent inbox.

Inbound distribution

agent inbox e-mail Server

SAPconnect 1. Exchange mails with external mail server.

©

e-mail … e-mail … e-mail … e-mail …


54

This scenario describes how an e-mail is transferred from an external mail server into the SAP CRM system and routed to the agent inbox. Various components are required for this scenario: 1. The mail is received by the SAPconnect interface. 2. The inbound distribution forwards the e-mail to the mail handling workflow of the interaction center. 3. The e-mail workflow converts the mail into a work item and routes it to a group of agents. 4. The routing of mails can be enhanced via ERMS (not used in the Best Practice scenario). 5. The routed work item needs to be integrated into the agent inbox of the IC WebClient. This is done with agent-inbox-specific Customizing settings. This setup is described in Configuration Guide CRM Interaction Center (C78) in chapter 3.5. Agent Inbox Settings.

Agent Inbox




Result list

©


55

The agent inbox is used to call up incoming e-mail messages, work items, and various business objects for display or processing. The agent inbox is a central worklist that the entire team can use to work on incoming objects, including activities, e-mails, transactions like CRM and ERP sales orders, service transactions, and so on. E-mail messages, faxes, and scanned letters: – Intelligent e-mail routing: E-mails and faxes that are received via SAPconnect appear as workflow work items. A workflow takes care of forwarding incoming mails to the appropriate group of agents. Additional routing rules use business partner attributes to route mails to agents who specialize in particular areas. – Multiple incoming and outgoing e-mail addresses: Agents can be assigned to various incoming addresses. All items sent to the agent’s various addresses appear in the same inbox. In addition, agents can be assigned to more than one outgoing e-mail address. A default address is proposed, or the agent can select another one. Work items: You can process SAP workflow work items, as well as SAP workflow work items that you have customized. These work items can originate from SAP Customer Relationship Management (SAP CRM) or from other SAP systems. Business transactions: Sales orders and planned activities. ERMS routing: Depending on the rule policies you determine, you can use a general task for ERMS to allow e-mail routing to all agents, or you can specify individual agents or agent groups to allow e-mail routing only to those agents. Advanced warning for due date: In Customizing for the agent inbox, you can define an advanced warning for each item type until the due date is reached. During the warning phase, agents are alerted to the upcoming due date by a yellow traffic light in the Due Date column of the Inbox result list.

Agent Inbox Configuration

How are different types of business objects integrated into the agent inbox?



Item Types

Agent Inbox E-mail … Service ticket … Case … ERP Order …

Agent inbox Customizing:

Define Item Types (delivered by SAP) Item Type CASE Inbox Case Item CRMICFAX Inbox Fax Item CRMICLETTR Inbox Letter Item ERPORDER ERP Sales Order ONEORDER Inbox One Order Item SAPOFFICE Inbox SAP Office Item WORKITEM Inbox Workitem

©

Description Inbox Item: Case Inbox Item: Fax Inbox Item: Letter Inbox Item: ERP Sales Order Inbox Item: OneOrder Inbox Item: SAP Office - Outbound Email Inbound Email, Fax, and Letter


56

The Agent or Universal inbox allows the listing of several different items (to-dos). E-Mail work items, cases, and service tickets can all be listed in the inbox. SAP Customizing Implementation Guide Customer Relationship Management Interaction Center WebClient Agent Inbox Basic Settings for Item Types: You can use this IMG activity to define element types that can be used in the agent inbox. You can select from the existing element types. Only those element types that you choose in this activity will be supported in your agent inbox.


Which categories can be selected in the inbox for one item type?

Agent Inbox

Agent inbox Customizing: Define Element Categories for Searches Item Type CASE Inbox Case Item CASE Inbox Case Item ERPORDER ERP Sales Order ONEORDER Inbox One Order ONEORDER Inbox One Order ONEORDER Inbox One Order WORKITEM Inbox Workitem WORKITEM Inbox Workitem … ©

Category ZCAS C_CA ZERP TA SVT CRMC INT E-Mail FAX Fax …



Inbox Categories

E-mail … Service ticket … Case … ERP Order … Description Incident Tracking Standard Case ERP Sales Order Sales Order Service Ticket Complaint

Icon


57

SAP Customizing Implementation Guide Customer Relationship Management Interaction Center WebClient Agent Inbox Inbox Search Definition Define Element Categories for Searches. In this IMG activity, you define the categories that specify which types of business objects can be selected with the Agent Inbox search. For inbox work items, the category specifies a valid communication method; for business transactions (abbreviated as ONEORDER in the table) the category refers to a valid business transaction type. The categories that SAP delivers may be sufficient for your needs. However, if you have defined custom business transaction types, you must also define an additional entry in this table for each custom business transaction type.


Agent Inbox Which categories are relevant for a group of agents?

Inbox Profile Category SERVICE Category SALES



Inbox Profile

E-mail Service ticket Case ERP Order

IC WebClient Business Role Organizational Unit

Agents

Category MAIL

©


SAP Implementation Guide Customer Relationship Management WebClient Agent Inbox Define Inbox Profiles

58

Interaction Center

In this Customizing activity, you can define the inbox profile that determines which entries are displayed in the dropdown boxes in the inbox search. You can also choose whether to use the standard search view or the advanced search view by default, and whether the search results are displayed in a table or in a tree structure.

Inbox



Alternative Search Screen

©


It is possible to enable an advanced search layout by customizing the inbox profile.

59

Inbox



Alternative Result List

©


It is possible to display the result list as table, instead of tree structure. You can also toggle between the views.

60

Default Quick Search



Executed automatically when navigating to inbox

©


New in SAP CRM 7.0 is the ability to assign quick searches that are executed automatically when navigating to the inbox.

61

Knowledge Search 2. Result list For internal use by CSC only


1. Text /attribute search

3. Cart

Selected solution: - Can be sent to customer via e-mail - Is stored in activity clipboard of interaction record - Is stored in business context of service transactions ©


62

The knowledge search uses the problem description given by the customer by phone, fax, e-mail, or chat. The text can be used to search for appropriate solutions for the customer. The example describes how the knowledge search can be used for a customer inquiry that arrives in the Interaction Center by e-mail. The text or parts of the text can be transferred automatically from the content of the e-mail to the knowledge search as a default query. The agent can still change the query. The agent can enhance or restrict the range of the text search by adding attributes to the search query (such as problem type or problem subtype). As a result, the agent receives a search result list in which the problems and solutions found are listed according to the extent to which they match the texts and attributes. The agent selects one or more solution proposals, copies them, and inserts them in the e-mail reply to the customer. Feedback from the customer and/or agent is used to continually optimize the search for a solution. If the agent refines the search, the system learns how to refine future searches. Solution database: Matches problems and solutions with multiple language support Documents (for example, manuals, diagrams, or URLs) can be attached to solutions. Knowledge search: Index-based search allowing free text and attribute search, exact phrase search, and exclude phrase search Refinement of search results through keyword clustering Self-learning engine and agent feedback on solutions Automatic suggestion of solutions Integration of third-party search engines Search across multiple (even third-party) knowledge bases E-Mail and chat integration: Solutions can be sent to customers via e-mail or text chat, including solution attachments (email only).



Knowledge Article

©


63

The knowledge article provides a more flexible and efficient way to create, store, and retrieve corporate knowledge within your organization. The knowledge article is based on the “One Order” framework. Knowledge Article is a piece of information that can be used to resolve an issue. In a knowledge article, you can record details such as language, description, and keywords, in addition to the categories assigned to the knowledge article. You can also record short notes about, for example, solutions or workarounds to problems. You can specify administration details, such as the dates that the knowledge article is valid, the priority of the knowledge article, or its status. In the relevant assignment blocks, you can also attach various items to the knowledge article, or assign knowledge articles to other related items and transactions such as service requests, service orders, complaints, and the IT service transactions (incident, problem, and request for change). It is possible to search for knowledge articles based on multilevel categorization of a business transaction (for example, service request). Knowledge articles are linked to a business transaction, for example, to a service request, and can be automatically proposed. It is possible to classify knowledge articles into public, internal, and confidential, based on authorization objects.

Rule-Based Routing

Escalate Service Ticket and Order Case, Complaint

E-Mail: Hardware Question

ERMS*: E-Mail Routing

Rule Engine

Order Routing

IC WebClient Agent Inbox Email: Hardware question Email: Problem regarding Service Ticket 00711 Complaint 00000152 ©


64

Use the Escalate button to dispatch the service ticket to a different partner or organizational unit. The routing of e-mails, service tickets, requests, orders, and complaints to the agent inbox is done by the rule modeler. Routing is based on various attributes of the object that needs to be routed. The agents that receive the routed object in their agent inbox can select the object to process it or forward it to the inbox of other agents.



CRM Service Transaction

Manual and Automatic Order Routing

Manually or automatically assign partner to:

Partner function: 00000014 Employee responsible

Agent Inbox

(and / or)

Partner function: 00000099 Responsible Group

Partner that is identical to an organizational unit



Service Transaction

Service ticket is routed to the agent inbox of all agents that belong to organizational unit: Regional Support Desk, 2nd Level

©


65

The routing of service tickets to the agent inbox is based on the assignment of partners to specific partner functions in the ticket. The assigned partners are identical to organizational units. The service ticket will be automatically routed to all agents that belong to this organizational unit.

Manual and Automatic Order Routing (2)

Manual Routing

User manually assigns partner to service ticket



Service Transaction

Agent Inbox Automatic Routing

Escalate/dispatch button

Service Transaction Attributes

Automatic assignment of partner in service transaction

Rule Modeler Policy Rules Action Condition: (checking Attributes)

©


66

Assigning Service Manager Profiles in Customizing

Order Routing

IMG: E-Mail Response Management System Service Manager Service Manager Profiles



ERMS

IMG: Transactions

Additional Settings Assign Dispatching Rule Profile to Transaction Types

Assign

Service Manager Profile Service 50 (RE_RULE_EXEC) Rule Policy Policy

©

Rule 1

Condition 1

Action 1

Rule 2

Condition 2

Action 2


67

To enable ERMS or order routing scenarios, it is mandatory to define a service manager profile. The service manager profile contains a service that calls a rule policy. A rule policy has to be defined using the rule modeler application (in the CRM WebClient UI). The following IMG activity allows assigning service manager profiles to transaction types: SAP Customizing Implementation Guide Customer Relationship Management Transactions Additional Settings Assign Dispatching Rule Profile to Transaction Types Hint: This IMG activity allows you to apply different rule policies for different transaction types. The following IMG activity is used to assign service manager profiles to incoming mail addresses/workflow tasks invoking the rule modeler:

e-

SAP Customizing Implementation Guide Customer Relationship Management EMail Response Management System Service Manager Assign Service Manager Profiles For the rule modeler scenario Account and Contact Management, the service manager profile is assigned via the following IMG activity: SAP Customizing Implementation Guide Customer Relationship Management Master Data Business Partner Rule-Based Assignment of Employees Specify Basic Settings

Rule Modeler

ERMS / Order Routing Distributed Administration Policy A Rule 1

Condition 1

Action 1

Rule 2

Condition 2

Action 2

Rule 3

Condition 3

Action 3

Policy B Rule 7

Condition 7

Action 7

Rule 8

Condition 8

Action 8

Policy C

Policy A: Regional routing (e.g., language-dependant) HQ Manager Policy B: Routing to different teams (e.g., Sales and Service) Regional Manager in Italy

Policy C: Routing to different specialists (e.g., hardware/software service) Service Team Manager Italy

©


It is possible to define rules that call another rule policy. This way, it is possible to distribute the administration of policies to different locations or divisions of a company.

68



Distributed Administration of Policies

Rule Modeler and Repository Context



Search: Rule Policies Context is

Customizing:

Rule Modeler:

Repository: Definition of contexts

Definition of rule policies for contexts

IC WebClient relevant contexts: BOUNCE: ERMS: ORDER: IDI: ©

Handling of bounce back mails like out-of-office replies Rule-based handling of e-mails Rule-based routing of business transactions Alerts


69

The different contexts that make use of rule modeling are preconfigured by SAP and defined in Customizing. For example, choose SAP Customizing Implementation Guide Customer Relationship Management E-Mail Response Management System Define Repository. For each context, different rule policies can be defined in the rule modeler.

Rule Modeler and Repository Context Details



Customizing Repository: Providing the different types and values of the rule modeler F4 help

F4 input help (Customizing: ERMS Repository)

Action

©


For each context, different attributes, actions, and operators are delivered in the repository to support the maintenance of rules in the rule modeler.

70



Order Routing Example

©


To define rule policies for routing of service orders, start the CRM WebClient UI, for example, with business role IC Manager (IC_MANAGER or BP_IC_MAN). 1. Create a new rule policy of type Order Routing. 2. Create folders and rules. 3. Check the rule policy for errors and correct them if necessary. 4. Release and save the rule policy. 5. Assign the rule policy to Service 50 (RE_RULE_EXEC) of the service manager profile SAP_ORDERROUTING.

71

Scenario 3

You are now able to: Describe the Best Practice scenario Interaction Center Service Explain the Interaction Center Service business process Explain some Customizing settings relevant to the Interaction Center Service scenario

©




Topic Summary

72

Service

You are now able to: Explain the main Best Practice scenarios in the area of CRM Service



Unit Summary

Describe the general concepts related to the Best Practice scenarios in the area of CRM Service Discuss relevant master data for this Best Practice scenario

©


73

Unit:

Service

Lesson:


Exercises


Execute the steps for Best Practice scenario Service Order Management (C69)



Create a new warranty, which is determined during service order creation



Discuss contract determination



Analyze customizing settings for service orders

Your company offers service to technical equipment sold to customers. You need to understand basic features of CRM service order processing. Note: You will use a two-digit individual group number (01, 02, and so on), which will be represented by ## in many exercises and solutions.

Task 1 Execute the Service Order Management scenario. Upon the request of Customer Domestic 00, Barbara Lee (one of our service employees) creates an offer to provide consulting for product H21 Monitor Standard, as it seems to be defective. She sends this offer to Monika Ziegler, who works for Customer Domestic 00. Monika Ziegler accepts the offer. Barbara Lee then creates an order out of this offer. Ryan Reval, the manager of our service technicians, assigns one of his employees, Matthew Carter, to conduct the requested service. After Matthew Carter has executed the service, he reports his actual working hours for this order. An invoice is created based on this data. 1-1

Log on to the WebClient UI with business role BP Service Employee (BP_SRV_EMPL). Create a service order quotation of type [YSOQ] for your customer, 100000 Customer Domestic, with description Product Defective ##, High Priority. As reference object, enter component 3254. If you have to select organizational data, select the following organizational data: Scenario


Service

BP Service Back Office (BP_SRV)



Service -

Sales

BP Direct Sales (BP_SLS)

Note the service order quotation document number: 1-1-1

Check that service contract 5000000 is found. Select the relevant service item D300 with quantity 1.

1-1-2

Check that warranty BP_WTY was determined.

1-1-3

If pricing data is required, enter 40 EUR in the price details of the item.

1-2

Optional: Print the service order quotation.

1-3

Create a service order of type [YTSV] as a follow-up to the service order quotation. Release the service order. Note the service order document number: ______________________________

1-4

Log on as BP Service Manager (BP_SRV_MAN) and assign the service order (demand) to Matthew Carter in the resource planning application. Plan the assignment for next Monday between 7 am and 10 am. If this is not possible, use a different time frame in the next week.

1-5

Log on as BP Service Technican (BP_SRV_TECH) and search for the assignment. Create a service confirmation as a follow-up to the assigned service order. Report 3 Hours as actual duration of your work. Important: Set the executing service employee to Matthew Carter. Complete the confirmation.

1-6

Optional: Log on in ERP and create and print the invoice for the confirmation.

Task 2 Create a new warranty and assign the warranty to an installed base component so that it is determined during the creation of a service order. 2-1

Log on to the WebClient UI with business role BP Service Employee (BP_SRV_EMPL). In the WebClient UI, create a new warranty with the following data: Warranty ID

YBP_WTY##

Warranty

BP Warranty ## Time Dependent

Base Category

YBP_CRM_WARRANTY



______________________________

Type

Customer Warranty

Warranty Basis

Time-Dependent

2-2

Date Profile

Date Profile: Warranty Processing

Warranty Period

1 Year

Start Date Type

Warranty Start

Start Date Rule

Today’s Date

End Date Type

Warranty End

End Date Rule

Warranty Start + Warranty Period

In the WebClient UI, create a new text component with text Component ## in installed base with external ID YBP_IB_WARRANTY. Below this text component, create a product component for product H20 and assign the new warranty to the component. Note the installed base component number: ______________________________

2-3

In the WebClient UI, create a service order of type [YTSV] with the following data: Sold-To Party

100000

Reference Objects - Component

Product:

D300

Quantity

1

2-3-1

Check that warranty YBP_WTY## is determined and that the correct accounting indicator is taken for the service item.

Task 3 Create two service orders with different reference objects. The components belong to the same installed base, but different contracts are determined. Explain the difference. 3-1

In the WebClient UI, create a service order of type BP Service Order. Enter the following data: Description:

## Contract Determination 1

Sold–to party: 100000 Reference Object: Component ID: 3271 Monitor Professional If you have to select organizational data, select the following organizational data: Scenario


Service


Sales


3-1-1

Which service contract items are determined? Why?



Accounting Indicator Free-Of-Charge/Warranty: 100% Discount

3-2



Sold–to party: 100000 Reference Object: Component ID: 3268 Monitor Standard Scenario


Service


Sales


3-2-1


Task 4 Analyze some customizing settings for transaction type YTSV and the related item categories. 4-1

4-2

Analyze the item categories YSRP and SRVM, which are used in service order YTSV. 4-1-1

What are the short descriptions of both item categories?

4-1-2

What are the item object types of those item categories?

4-1-3

What is the billing relevance of both item categories?

4-1-4

Which item category is resource-planning-relevant?

4-1-5

Which item category is confirmation-relevant?

Can you add tool items to the service order with transaction type YTSV? Why or why not?



If you have to select organizational data, select the following organizational data:

Unit:

Service

Lesson:


Solutions

Task 1 Execute Execute the Service Order Management scenario. Upon the request of Customer Domestic 00, Barbara Lee (one of our service employees) creates an offer to provide consulting for product H21 Monitor Standard, as it seems to be defective. She sends this offer to Monika Ziegler, who works for Customer Domestic 00. Monika Ziegler accepts the offer. Barbara Lee then creates an order out of this offer. Ryan Reval, the manager of our service technicians, assigns one of his employees, Matthew Carter, to conduct the requested service. After Matthew Carter has executed the service, he reports his actual working hours for this order. An invoice is created based on this data. 1-1

Log on to the WebClient UI with business role BP Service Employee (BP_SRV_EMPL). Create a service order quotation of type [YSOQ] for your customer, 100000 Customer Domestic, with description Product Defective ##, High Priority. As reference object, enter component 3254. If you have to select organizational data, select the following organizational data: Scenario


Service


Sales


Note the service order quotation document number: ______________________________ a) Access the service order quotation application with business role BP_SRV_EMPL: SAP CRM WebClient menu

Service Orders  Create: Service Order Quotation

b) In the Select Transaction Type dialog box, select transaction type BP Service Quotation (YSOQ), if necessary. c) In the Quotation Details assignment block, maintain the following data: Field name General Data




Service -

Description

Product defective ##

Sold-To Party

100000

d) Choose Enter.

Scenario


Service


Sales

BP Direct Sales (BP_SLS) You can use the Personalization button from the application to adapt the screen. In the Personalization dialog, you can select and deselect all available assignment blocks that are available for your overview screen (for example, Organizational Data). You can also maintain all necessary organizational units for Sales and Service in the Organizational Data assignment block.

f) In the Partner Selection dialog, select the relevant contact person Monika Ziegler, if necessary. g) In the Quotation Details assignment block, maintain the following data (using the input help): Field name


General Data Contact

Monika Ziegler

Processing Data Priority

High

Reference Objects Component

3254 (component description: Monitor Standard)

h) Choose Enter. 1-1-1

Check that service contract 5000000 is found. Select the relevant service item D300 with quantity 1.

a) In the Contract/Agreement Assignment dialog, select the relevant contract 5000000. b) Then highlight the relevant service item D300 and select Choose. c) Enter a quantity for the selected service item. d) In the Parties Involved assignment block (scroll down), add the relevant service employee group, if necessary.



e) In the Select Organizational Data dialog box, select one or both of the following responsible organizational units, if necessary:

Partner Function

Name

Service Employee Group

BP_TECH (BP Service Technicians Group)

You can use the Personalization button from the application toolbar to adapt the screen. In the Personalization dialog, you can select and deselect all available assignment blocks that are available for your overview screen (here, for example, Parties Involved). 1-1-2

Check that warranty BP_WTY was determined.

a) In the Items assignment block, you can choose the Edit button to check the details of each item. b) On the Service Item Details assignment block, you can check the data concerning the service contract and warranty that has been determined (service profile, response profile, accounting indicator). The warranty BP_WTY has been assigned to the selected installed base 3254 to influence the accounting indicator. 1-1-3

If pricing data is required, enter 40 EUR in the price details of the item.

a) If additional pricing data is required (see messages), proceed with the following steps. Otherwise skip steps b to f. b) Choose the Edit button of the relevant item. c) Expand the Price Details assignment block and choose Edit List. d) Choose Add to add additional pricing data. e) Enter the following example data: Field name


Price Element

Price

Amount

40,00

Currency

EUR

Per Quantity

1

Unit of Measure

prefilled according to selected item

f) Choose Back three times to get back to the quotation header level. g) Save your entries. h) Note down the number of the service order quotation for further reference: _____________________________________



Select the following data (using the input help):

1-2

Optional: Print service order quotation. a) From the application toolbar, choose Print Preview to get a preview of the service order quotation printout document.

If the service order quotation printout does not perform as expected, enter transaction SMARTFORMS (when logged on to the CRM client with any configuration user), select form YBP_CRM_ORDER_SERVICE, and choose Test (F8). On the Function Builder: Initial Screen screen, choose Activate. After successful activation, you will see the system message “Active object generated.” Check the printing action of the service order quotation again.

1-3

Create a service order of type [YTSV] as a follow-up of the service order quotation. Release the service order. Note the service order document number: ______________________________ a) To create a service order as follow-up transaction, choose Create Follow-Up from the application toolbar in the quotation created in step 1-1. b) As category, select Service Process with transaction type BP Service Order. c) In the web page dialog, select the service item and select Choose. d) In the web page dialog, select the relevant contact person Monika Ziegler, if required. e) In the Service Order Details assignment block, maintain the following data: Field name


Processing Data Status

Released

f) In the Items assignment block, you can now maintain existing services or add additional services or spare part items. If you select a spare part material being replicated from ERP in addition, you need to assure that all necessary settings for integrated service order processing have been made for this spare part (master data, MM, SD, CO/FI). g) Save your entries. h) Note down the service order number for further reference: _______________________



b) From the Print Preview dialog, choose the Printer button to select the relevant printer and print out the generated PDF file.

1-4

Log on as BP Service Manager (BP_SRV_MAN) and assign the service order (demand) to Matthew Carter in the resource planning application. Plan the assignment for next Monday between 7 am and 10 am. If this is not possible, use a different time frame in the next week. a) Log on to the CRM WebClient UI with business role BP Service Manager BP_SRV_MAN. SAP CRM WebClient menu

Resource Planning  Search: Resource Planning

c) From the application toolbar, choose Settings. d) In the Planning Settings dialog, maintain the following entries and choose Save: Field name


Visualization Resource View

Gantt Chart

View Mode

Weekly

Time Time Zone

CET

Days per Week

7 Days

Defaults Resource View

Gantt Chart

Assignment Appearance

List

Schedule Strategy

Standard

e) In the Resources assignment block, choose Show Search Fields to access the search criteria. f) Select a time frame (for example, This Month) and choose Search. You get a list of all technicians available during the selected time frame. g) As an option, you can save the search result. In the Save Search As field, enter and choose Save. h) Choose Hide Search Fields again. i) In the Service Demands assignment block, choose Show Search Fields to access the search criteria. j) Select a time frame (for example, This Month) and choose Search. You get a list of all service demands that need to be processed during the selected time frame. k) As an option, you can save the search result. In the Save Search As field, enter and choose Save. l) Choose Hide Search Fields again.



b) Access the transaction by choosing the following navigation option:

m) In the Resources result list, highlight the resource to assign it to planned service demand (here, Matthew Carter). n) In the Service Demands result list, highlight an unplanned service item to assign it to the selected technician. o) In the Assignments assignment block, choose Create.

Field


Start Date

07:00

End Date

10:00

Status

Released

q) Choose Apply. The service demand is automatically assigned the relevant staffing level. 1-5

Log on as BP Service Technican (BP_SRV_TECH) and search for the assignment. Create a service confirmation as a follow-up to the assigned service order. Report 3 Hours as actual duration of your work. Important: Set the executing service employee to Matthew Carter. Complete the confirmation. a) Log on to the CRM WebClient UI as service technician with the user serv_tech and the password welcome. b) Access the transaction by choosing the following navigation option: SAP CRM WebClient menu

Resource Planning  Search: Assignments

c) As search criteria, select the relevant time frame (for example, Next Week) and choose Search. d) Highlight the resource for service technician Matthew Carter and choose Assignments. e) To open the relevant service order of the assigned service item, select the corresponding Demand ID. f) From the application toolbar, choose Create Follow-Up. g) In the web page dialog, select category Service Confirmation with transaction type BP Confirmation. h) From the Select Items web page dialog, highlight the service item(s) you want to confirm (with transfer icon ) and choose Choose. i) Enter Matthew Carter as Executing Service Employee. j) You can now add further information, for example: For a service item, you can maintain the exact duration of the service process (choose the Edit icon next to item number).



p) Maintain the following data about the assigned service demand (if possible, otherwise choose a different day in the next week):

Enter the exact duration of the service process and select status Completed: Field name


Actual Duration

3,00

Status

Completed Back

l) On the Service Confirmation Details assignment block, switch the confirmation status to Completed, if necessary: Field name


Processing Data Status

Completed

m) Choose Save. n) Note down the confirmation number for further reference: ____________________________

1-6

Optional: Log on in ERP and create and print the invoice for the confirmation. a) Log on to the ERP system. b) To prepare the invoice, access the billing due list by choosing one of the following navigation options: Transaction code

VF04

SAP ERP menu

Logistics  Sales and Distribution  Billing  Billing Document  Process Billing Due List

c) In the Documents to be selected screen area, select the Order-related checkbox. d) Choose Display billing list (F8). e) Highlight your document number(s) of the respective confirmation(s) and choose Collective billing doc./online. Hint: The document number might not be the same as in the CRM system. If this is the case, look for a document that fits to the time you created your confirmation document. To check if this is the correct document, open the document and display the document flow: Select the entry. Choose Environment  Display document. When the document is displayed, choose Environment  Display document flow. Here you should see your confirmation as predecessor.



k) Choose

Hours

f) The screen switches to Debit Memo (L2) Create: Overview of Billing Items (with temporary document number $000000001). g) Check the billing item. Double-click on the item to change values. h) Highlight the selected item and choose Save. Document Successfully Processed.

j) For further reference, note down the document number displayed as a system message in the status bar: __________________________________________

Task 2 Create a new warranty and assign the warranty to an installed base component so that it is determined during the creation of a service order. 2-1

Log on to the WebClient UI with business role BP Service Employee (BP_SRV_EMPL). In the WebClient UI, create a new warranty with the following data: Warranty ID

YBP_WTY##

Warranty

BP Warranty ## Time Dependent

Base Category

YBP_CRM_WARRANTY

Type

Customer Warranty

Warranty Basis

Time-Dependent

Accounting Indicator Free-Of-Charge/Warranty: 100% Discount Date Profile

Date Profile: Warranty Processing

Warranty Period

1 Year

Start Date Type

Warranty Start

Start Date Rule

Today’s Date

End Date Type

Warranty End

End Date Rule

Warranty Start + Warranty Period

a) Access the warranty application with business role BP_SRV_EMPL: SAP CRM WebClient menu

Accounts & Products  Create: Warranty

Enter the data in the Warranty Details assignment block. Choose Save. 2-2

In the WebClient UI, create a new text component with text Component ## in installed base with external ID YBP_IB_WARRANTY. Below this text component,



i) The document status switches to

create a product component for product H20 and assign the new warranty to the component. Note the installed base component number: ______________________________ a) Access the installed base application with business role BP_SRV_EMPL: For internal use by CSC only

Accounts & Products  Search: Installed Bases

In the search criteria enter YBP_IB_WARRANTY as External ID. Choose Search. In the search result list, click on the hyperlink in the IBase ID column for installed base YBP_IB_WARRANTY. Choose Edit. In the Text Components assignment block, choose New. In the Text column, enter Component ##. Chooses Enter. In the Installed Base Hierarchy assignment block (on the left) select the text component Component ##. In the Product Components assignment block (on the right) choose New. In the Product ID column, enter H20. Choose Enter. In the Installed Base Hierarchy assignment block (on the left) select the product component below text component Component ##. In the Warranties assignment block (on the right) choose Insert. If necessary, enter the Warranty Start (choose Today) and the Warranty End Date. You can use the Personalization button from the application toolbar to adapt the screen. In the Personalization dialog, you can select and deselect all available assignment blocks that are available for your overview screen (for example, Warranties). In the Warranty column, enter YBP_WTY##. Open the General Data assignment block (on the right) and note down the component ID. Choose Save.

2-3

In the WebClient UI, create a service order of type [YTSV] with the following data:



Sold-To Party

100000

Reference Objects - Component

Product:

D300

Quantity

1

2-3-1

Check that warranty YBP_WTY## is determined and that the correct accounting indicator is taken for the service item.



Service Orders  Create: Service Order

In the appearing web dialog box select transaction type BP Service Order, if necessary. In the Service Order Details assignment block, enter the Sold-To Party and Component. In the Items assignment block, enter the product D300 with quantity 1. Choose Enter. In the Items assignment block, you can choose the Edit button to check the details of each item. In the Service Item Details assignment block, you will see the determined warranty and the accounting indicator. Choose Back. Choose Save.

Task 3 Create two service orders with different reference objects. The components belong to the same installed base, but different contracts are determined. Explain the difference. 3-1



Sold–to party: 100000 Reference Object: Component ID: 3271 Monitor Professional If you have to select organizational data, select the following organizational data: Scenario


Service


Sales


a) Access the service order application with business role BP_SRV_EMPL:


a) Access the service order application with business role BP_SRV_EMPL:



In the dialog box, select transaction type BP Service Order if necessary. In the Service Order Details assignment block, enter Description, Sold-To Party, and Component. In the dialog box, select service organization BP Service Back Office, if necessary. 3-1-1


Two contract items are determined: Contract 5000011 item 100 is determined because it is valid for the complete installed base 3262. Contract 5000010 item 100 is determined because it is valid for the component 3271. 3-2



Sold–to party: 100000 Reference Object: Component ID: 3268 Monitor Standard If you have to select organizational data, select the following organizational data: Scenario


Service


Sales


a) Access the service order application with business role BP_SRV_EMPL: SAP CRM WebClient menu


In the dialog box, select transaction type BP Service Order, if necessary. In the Service Order Details assignment block, enter Description, Sold-To Party, and Component. Choose Enter. In the dialog box, select service organization BP Service Back Office, if necessary. 3-2-1


Only 1 contract item is determined: Contract 5000011 item 100 is determined because it is valid for the complete installed base 3262.



Choose Enter.

No other contract item is determined because there is no contract valid for this specific component. Task 4

4-1

Analyze the item categories YSRP and SRVM, which are used in service order YTSV. 4-1-1

What are the short descriptions of both item categories? SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Choose Position. Item Category:

YSRP

Select the entry and choose Details. Description (short):

BP Service Item

Repeat the steps for item category SRVM. Description (short): 4-1-2

4-1-3

Service Part

What are the item object types of those item categories? Item Object Type (YSRP):

CRM Service Product Item

Item Object Type (SRVM):

CRM Service Material Item

What is the billing relevance of both item categories? In the structure tree on the left double-click Assignment of Business Transaction Categories. Choose Sales. In the structure tree on the left double-click Customizing Item.

4-1-4

Item Object Type (YSRP):

External Billing

Item Object Type (SRVM):

Not relevant for Billing

Which item category is resource-planning-relevant? In the structure tree on the left, double-click Assignment of Business Transaction Categories. Choose Service Process. In the structure tree on the left, double-click Customizing Item. Only item category YSRP is relevant for resource planning. Due to the item object type CRM Service Material Item, item category SRVM does not offer this flag!

4-1-5

Which item category is confirmation-relevant? In the structure tree on the left, double-click Assignment of Business Transaction Categories.



Analyze some customizing settings for transaction type YTSV and the related item categories:

Choose Service Process. In the structure tree on the left, double-click Customizing Item. Both item categories are marked as confirmation relevant! Can you add tool items to the service order with transaction type YTSV? Why or why not? a) As long as item category determination is not maintained (tools use standard item category and group SRVT), tool items cannot be added to transaction type YTSV. Hint: An indicator that you cannot add tool or expense items in your service order is the content of the Show list box in the Items assignment block.



4-2

Exercises

Unit:

Service

Lesson:



Execute the steps for Best Practice scenario Complaints and Returns Management (C38)



Explain the customizing for standard actions in complaints and execute the necessary steps to define the buttons for actions



Execute the necessary customizing changes to create complaints with reference to other documents

The customer expects appropriate action if there are defective products or deficient services. Customers use the Internet, telephone, e-mail, or fax to report that they are not satisfied with the goods or services they have received. Actions may include returning an item, sending a replacement, giving credit, or other options.

Note: You will use a two-digit individual group number (01, 02, and so on), which will be represented by ## in many exercises and solutions. Task 1 Execute the Complaints and Returns Management scenario. Monika Ziegler working for Customer Domestic 00 reports that the Product H11 – PC Standard is defective. She wants to return the defective PC and receive a credit memo for this. 1-1

Log on to the WebClient UI with business role BP Service Employee (BP_SRV_EMPL). Create a complaint of type BP Complaint [YCOM] for your customer, 100000 Customer Domestic, with description Product Defective and enter one piece of product H11. Check if the warranty was determined.

1-2

Create a credit memo (sub-item) using an action button.

1-3

Create a return request (sub-item) using an action button.

1-4

Release and save the complaint.



Service -

Note the complaint document number: ______________________________

1-5

Create a billing document in ERP using the billing due list.

1-6

Create a return delivery in ERP.

1-7

Process goods receipt in ERP.

1-8

Process goods movement in ERP.

Task 2 Analyze the customizing for buttons for actions in complaints. 2-1

Have a look at the complaint document created in task 1. Which item category does the main item have? ______________________________

2-2

Which action profile is assigned to this item category? ______________________________

2-3

What actions are available via buttons for this action profile? ______________________________

Task 3 Analyze the customizing for reference documents for complaints. 3-1

Is creation with reference possible for transaction type YCOM BP Complaint? ______________________________

3-2

Is creation with reference possible for transaction type YCMR Complaint w/ Ref.? ______________________________

3-3

Which transaction types are available as reference documents for a complaint with transaction type YCMR Complaint w/ Ref.? ______________________________



Optional steps: Processing of complaint in ERP

3-3

Which external document types are available as reference documents for a complaint with transaction type YCMR Complaint w/ Ref.?



______________________________

Solutions

Unit:

Service

Lesson:


Task 1 Execute the Complaints and Returns Management Scenario: Monika Ziegler working for Customer Domestic 00 reports that the Product H11 – PC Standard is defective. She wants to return the defective PC and receive a credit memo for this. 1-1

Log on to the WebClient UI with business role BP Service Employee (BP_SRV_EMPL). Create a complaint of type BP Complaint [YCOM] for your customer, 100000 Customer Domestic, with description Product Defective and enter one piece of product H11. Check if the warranty was determined. a) Access the complaints application with business role BP_SRV_EMPL: Complaints & Returns  Create: Complaint


b) In the dialog box, select transaction type BP Complaint, if necessary. In the Complaint Details assignment block, enter following data: Field name


Comment

General Data Description

Product defective

Any order description

Sold-To Party

100000

In the web page dialog, select service organization BP Service Back Office, if necessary.

Contact

Monika Ziegler

If not prefilled


10210

Barbara Lee

Choose Enter. c) In the Select Organizational Data dialog, select one or both of the following responsible organizational units, if necessary: Scenario




Service -


Sales

BP Direct Sales (BP_SLS) You can use the Personalization button from the application toolbar to adapt the screen. In the Personalization dialog, you can select and deselect all available assignment blocks that are available for your overview screen (for example, Organizational Data).

You can also directly maintain all necessary organizational units for Sales and Service in Organizational Data the assignment block. In the Items assignment block, enter the following data: Field name


Product ID

H11

Quantity

1

Comment

Choose Enter. On the new item entry, choose

Edit.

Check the entry for the warranty BP_WTY being determined. 1-2

Create a credit memo (sub-item) using an action button. In the Complaint Item Details assignment block, choose Credit Memo from the application toolbar.

1-3

Create a return request (sub-item) using an action button. a) In the Complaint Item Details assignment block, choose Returns from the application toolbar.

1-4

Release and save the complaint. Note the complaint document number: ______________________________ a) In the Items assignment block, switch the status of the complaint item to Released. The status of the other items switches to Released automatically. b) Choose Save and take a note of the complaint document’s number: ___________________________ c) You can now log off the CRM WebClient UI as service employee.

Optional: Process the complaint in ERP.



Service

1-5

Create a billing document in ERP using the billing due list. a) Log on to the ERP back-end system.

Transaction code

VF04

SAP ERP menu

Logistics  Sales and Distribution  Billing  Billing Document Process Billing Due List

c) On the Selection tab in screen area Documents to be selected, select the Orderrelated checkbox. d) Choose Display billing list (F8). e) Highlight the entry of the new complaint document and choose Collective billing doc./online. f) The screen switches to Credit Memo (G2) Create: Overview of Billing Items (with temporary document number $000000001). g) Check the billing items. Double-click the item to change values afterward. h) Choose Save. i) The document status switches to

Document Successfully Processed.

j) Note down the document number displayed as a system message in the status bar for further reference: _________________________________________ Note that the returns item with item category REN is not processed in the credit memo. 1-6

Create a return delivery in ERP. a) Create a return delivery as a follow-up activity from the sales document or use the following navigation options: Transaction code

VL01N

SAP ERP menu

Logistics  Logistics Execution  Inbound Process  Goods Receipt for Inbound Delivery  Inbound Delivery  Create Customer Returns

b) Select the required data in the screen: Field name

Field Entry

Shipping point

1000

Selection date

Order

c) Choose Enter.



b) To prepare the invoice, access the billing due list by choosing one of the following navigation options:

You can also create a return delivery directly from the document display (transaction VA03) by choosing Sales document  Deliver. d) Save your entries. e) Note the number of the newly created inbound delivery document: For internal use by CSC only

f) Choose Back. 1-7

Process goods receipt in ERP. a) To post a goods receipt access the transaction, choose one of the following navigation options:

Transaction code

VL02N

SAP ERP menu

Logistics  Logistics Execution  Inbound Process  Goods Receipt for Inbound Delivery  Inbound Delivery  Change  Customer Returns

b) Enter the inbound delivery number created in the previous step (8xxxxxxx). c) Choose Enter. d) Choose Post Goods Receipt. The system responds with the message “Returns Delivery 8xxxxxxx has been saved.”

If you get an error message that posting is not possible in the current period for company code 1000, you need to run the period closing program: Transaction code

MMPV

Enter the following values and choose Execute:

1-8

Field name


From company code

1000

Period

Fiscal year

Process goods movement in ERP. a) To change the inbound delivery, access the transaction by choosing one of the following navigation options: Transaction code

VL02N

SAP ERP menu

Logistics  Logistics Execution  Inbound


_______________________

Process  Goods Receipt for Inbound Delivery  Inbound Delivery  Change  Customer Returns b) Enter the inbound delivery number created before and choose Enter. Document Flow in the

d) You will find entries for: BP CRM Complaint Returns Delivery GD ret.del. returns e) Highlight the line GD ret.del. returns and choose Display document. f) You will be switched to transaction MB03 (display material document). g) Find the document that was created for your goods receipt. h) Highlight the item for the material and choose Details from Item. i) Ensure that the material document shows correct entries (for example, concerning movement type, quantity, storage location, and so on). Task 2 Analyze the customizing for buttons for actions in complaints. 2-1

Have a look at the complaint document created in task 1. Which item category does the main item have? ______________________________ a) Log on to the WebClient UI with business role BP Service Employee (BP_SRV_EMPL). In the navigation bar, choose Complaints & Returns  Complaints. Search for ID from task 1-4. In the item list, you will see the Items assignment block. The item category is Complaint.

2-2

Which action profile is assigned to this item category? ______________________________ a) Choose SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories. b) Select entry COMP Complaint.



c) To check the previously created documents, choose application toolbar.

Hint: To select the correct entry, you can choose Selection  By Contents…. Choose the Label Description field (it is the 15th entry, between ObjRel Profile Description and Description TDP). Choose Enter. Enter Complaint in the field. c) The action profile is SAP Standard Customer Complaint Item (COMPLAINT_ITEM). 2-3

What actions are available via buttons for this action profile? ______________________________ a) Choose SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Complaints → Define Pushbuttons for Actions. b) Double-click on action profile SAP Standard Customer Complaint Item (COMPLAINT_ITEM). c) The actions are: CREDIT

Credit Memo

DEBIT

Debit Memo

SUBST_DEL

Replacement

RETURN_REQ

Returns

TASK_ITEM

Task

Task 3 Analyze the customizing for reference documents for complaints. 3-1

Is creation with reference possible for transaction type YCOM BP Complaint? ______________________________ a) Choose SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Type. b) Position on transaction type YCOM. c) Double-click on transaction type YCOM. No, it is not possible. The Creation with Ref. Possible checkbox is not checked.

3-2

Is creation with reference possible for transaction type YCMR Complaint w/ Ref.? ______________________________ a) Choose SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Type.



Choose Choose.

b) Position on transaction type YCMR. c) Double-click on transaction type YCMR. Yes, it is possible. The Creation with Ref. Possible checkbox is checked. 3-3

Which transaction types are available as reference documents for a complaint with transaction type YCMR Complaint w/ Ref.?


a) Choose SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types. b) In the menu, choose Selection  By Contents. Choose the Target Trans. Type field. Choose Enter. Enter YCMR in the field. Choose Choose. c) The following transaction types are available as reference documents: TA

Standard Order

YCON BP Confirmation YTSV BP Service Order 3-3

Which external document types are available as reference documents for a complaint with transaction type YCMR Complaint w/ Ref.? ______________________________ a) Choose SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Complaints → Integration → Transaction Referencing → Assign Business Object Types to Transaction Types. b) The following external document type is available as a reference document: BILLDO Billing Document


______________________________

Unit:

Service

Lesson:


Exercises

At the conclusion of this exercise, you will be able to:  Execute the steps for Best Practice scenario Interaction Center Service

(C80)  Analyze and adapt the agent inbox customizing  Create a new knowledge article  Analyze and adapt the order routing rule customizing

Your company offers support for technical equipment sold to customers via a call center. Therefore you need to understand basic features of service order processing in the CRM interaction center. Note: You will use a two-digit individual group number (01, 02, and so on), which will be represented by ## in many exercises and solutions. Task 1 Execute the Interaction Center Service scenario Inbound E-Mail Processing. Monika Ziegler has a defective monitor. She sends an e-mail to the service address of the service interaction center. This e-mail is forwarded to the inbox of our interaction center agent, Ann Anderson. Based on the e-mail address, the customer can be identified. Ann looks for solutions in the existing knowledge base and provides the solutions to Monika Ziegler via e-mail. 1-1

Send an e-mail from Outlook Express to the address [email protected] with subject Printer does not work ##.

1-2

Log on to the WebClient UI with business role BP IC Agent Service (BP_ICA_SRV) and select the e-mail in the agent inbox. Reserve the e-mail and choose Interact.

1-3

Identify and confirm the account Customer Domestic 00 contact Monika Ziegler. Hint: The account should be automatically determined via the e-mail address. If this is not the case, execute a manual search.



Service -

1-4

Optional: Have a look at the account fact sheet.

1-5

Search for solution in the knowledge articles. Search for knowledge articles that have been changed since July 1, 2011. Search for knowledge articles that have been changed since July 1, 2011. Hint: The Best Practice scenario normally uses the knowledge search. However, the knowledge search has the TREX as a prerequisite, which is not available in the training landscape. Therefore, the knowledge article is used. Normally you would also search knowledge articles via text to find a suitable solution. For this type of search, the TREX is also required. However, the search for the Changed On Date is possible. 1-5-2

Choose a knowledge article that describes a solution for a monitor issue. Add the article to the cart.

1-6

Optional: Provide a solution by e-mail. Complete the e-mail if necessary.

1-7

Complete the interaction record with a note and save.

1-8

End the interaction.

Task 2 Execute the Interaction Center Service scenario Inbound Phone Call Processing (Service Ticket). The solution provided by e-mail did not solve the problem, so Monika Ziegler calls the call center by phone to get additional help. A service order is created and, as this service order cannot be processed by the call center agent, this service order is forwarded to the second-level support. Peter Best (an agent working as second-level support) can now process the service order. 2-1

Log on to the WebClient UI with business role BP IC Agent Service (BP_ICA_SRV) and select the e-mail in the agent inbox. Reserve the e-mail and choose Interact.

2-2

Monika Ziegler (contact for Customer Customer Domestic 00) is calling. Identify and confirm the account.

2-3

After confirming the customer, you will get a list of the customer’s installed base components. Confirm the defective product (Component 3254 for product H21).



1-5-1

2-4

Optional: Check the customer interaction history and search for interactions in the last week.

2-5

Use the scratch pad to note down the issue “Monitor is defective.”

2-6

Create the service order and escalate. 2-6-1

Create the service order with the following data.


Scenario

Sales/Service Organization

Responsible Sales Organization Sales

BP_SLS (BP Direct Sales)

Responsible Service Organization Service

BP_SRV (BP Service Back Office)

General data: Field name


Description

Priority

Very high

Status

In Process

Item Data: Field name


Product ID

D300

Quantity

5,000

Unit

HR

Import the problem description from the scratch pad. 2-6-2

Forward the service order to the next support level.

2-7

Complete the interaction record with a note and save.

2-8

End the interaction.

2-9

Optional: Log on with user IC_AGENT_SUP to process service order.

Task 3 Analyze the agent inbox customizing and execute minor changes for the agent inbox customizing. 3-1

Take a look at agent inbox profile YBP_INBOX.


Organizational data:

What are the main categories that are assigned?

3-2

Copy inbox profile YBP_INBOX to Y##_INBOX. Change the search view to Advanced Search View and the result view to Result Tree.

3-3

Assign the inbox profile to your business role, Z##_ICA_SRV, and test the effects in the WebClient UI.

Task 4 Analyze the customizing that is used to forward the service order to second-level support. 4-1

Log on to the CRM WebClient UI with business role BP_IC_MAN. What rule is assigned to the context Order Routing? ___________________________________

4-2

What are the conditions and actions defined by the rule used for Order Routing? ___________________________________



_______________________________________

Unit:

Service

Lesson:


Solutions

Task 1 Execute the Interaction Center Service scenario Inbound E-Mail Processing. Monika Ziegler has a defective monitor. She sends an e-mail to the service address of the service interaction center. This e-mail is forwarded to the inbox of our interaction center agent, Ann Anderson. Based on the e-mail address, the customer can be identified. Ann looks for solutions in the existing knowledge base and provides the solutions to Monika Ziegler via e-mail. 1-1

Send an e-mail from Outlook Express to the address [email protected] with subject Printer does not work ##. a) Open Outlook Express by choosing Start  Programs  Outlook Express. Select No in the pop-up asking if Outlook Express should be made your default mail client. Choose Create Mail. Enter the following data :

1-2

To :

[email protected]

Subject:

Printer does not work ##

Text:

Log on to the WebClient UI with business role BP IC Agent Service (BP_ICA_SRV) and select the e-mail in the agent inbox. Reserve the e-mail and choose Interact. a) Start the WebClient UI via a favorite or transaction CRM_UI. Choose business role BP IC Agent Service (BP_ICA_SRV). b) Select Inbox from the navigation bar. Enter the following search criteria: Category

E-Mail

Assign To

My Groups

Choose Search. c) In the result list, select your e-mail. Choose Reserve.



Service -

Choose Interact. 1-3

Identify and confirm the account Customer Domestic 00 contact Monika Ziegler.

a) The last step should have taken you to the Account Identification and Monika Ziegler should have been found via the e-mail address. If this is the case, choose Confirm. If this is not the case, execute a manual search: Enter Ziegler into the Last Name field and choose Search Account. Choose Confirm. 1-4

Optional: Have a look at the account fact sheet. a) Select Account Fact Sheet from the navigation bar.

1-5

Search for solution in the knowledge articles. Search for knowledge articles that have been changed since July 1, 2011. 1-5-1

Search for knowledge articles that have been changed since July 1, 2011. Hint: The Best Practice scenario normally uses the knowledge search. However, the knowledge search has the TREX as a prerequisite, which is not available in the training landscape. Therefore, the knowledge article is used. Normally you would also search knowledge articles via text to find a suitable solution. For this type of search, the TREX is also required. However, the search for the Changed On Date is possible.

a) Select Knowledge Article from the navigation bar. Select Changed On in the search criteria. Select Operator Is Between. Enter July 1 2011 to Today’s Date. Choose Search. 1-5-2

Choose a knowledge article that describes a solution for a monitor issue. Add the article to cart.

a) Select Knowledge Article 6000000 – Monitor screen is black. Choose Add to Chart. 1-6

Optional: Provide a solution by e-mail. Complete the e-mail if necessary. a) In the Cart area, select Knowledge Article 6000000 – Monitor screen is black Choose E-Mail. In the E-mail screen, add any additional information.



Hint: The account should be automatically determined via the e-mail address. If this is not the case, execute a manual search.

Choose Send. After you end the interaction, you should find the reply in your Outlook Express inbox. 1-7

Complete the interaction record with a note and save. a) Select Interaction Record from the navigation bar.


In the Overview workspace, choose Save. 1-8

End the interaction. a) Choose End in the application toolbar. By choosing End, you completely ends the interaction in the system. You are then ready for the next activity.

Task 2 Execute the Interaction Center Service scenario Inbound Phone Call Processing (Service Ticket). The solution provided by e-mail did not solve the problem, so Monika Ziegler calls the call center by phone to get additional help. A service order is created and, as this service order cannot be processed by the call center agent, this service order is forwarded to the second-level support. Peter Best (an agent working as second-level support) can now process the service order. 2-1

Log on to the WebClient UI with business role BP IC Agent Service (BP_ICA_SRV) and select the e-mail in the agent inbox. Reserve the e-mail and choose Interact. a) Start the WebClient UI via a favorite or transaction CRM_UI. Choose business role BP IC Agent Service (BP_ICA_SRV).

2-2

Monika Ziegler (contact for Customer Customer Domestic 00) is calling. Identify and confirm the account. a) Enter Ziegler into the Last Name field and choose Search Account. Choose Confirm.

2-3

After confirming the customer, you will get a list of the customer’s installed base components. Confirm the defective product (Component 3254 for product H21). a) Enter Ziegler into the Last Name field and choose Search Account. Choose Confirm. Select Ibase 3250. Choose Expand Structure.


In workspace Notes, you can add further descriptions or notes if necessary.

Select Monitor Standard. Choose Confirm in the Installed Base workspace (upper-right corner). 2-4

Optional: Check the customer interaction history and search for interactions in the last week. a) Select Interaction History from the navigation bar.


Field name


Comment

Show

To list all information types, do not select anything.

Select the relevant information type in the input help to choose which type of interaction information you want to view.

From Date to

Dates

Select the period for which you would like to see the information.

Transaction Number

Number of the transaction

A single transaction can be displayed.

Description

Description of the transaction

A single transaction can be found by searching for the description.

Account ID

The account ID is displayed automatically when accessing the Interaction History.

If necessary, you can clear the search fields by choosing Clear. Select From Date:

To:

Choose Search. 2-5

Use the scratch pad to note down the issue “Monitor is defective.” a) Choose

Scratch Pad to open the Scratch Pad dialog box.

In this text field, enter Monitor is defective or any other text. Choose Close to close the scratch pad. You need to close the scratch pad to be able to import the notes. 2-6

Create the service order and escalate.


If it is not done automatically, you can further restrict the search for interaction information by entering the necessary details in the following fields:

2-6-1

Create the service order with the following data.

Organizational data: Scenario




Service


General data: Field name


Description

Priority

Very high

Status

In Process

Item Data: Field name


Product ID

D300

Quantity

5,000

Unit

HR

Import the problem description from the scratch pad. a) From the navigation bar, choose Service Orders. If organizational units need to be selected, choose the Alternative organizational units found message (scroll down the message screen area) and select the following org. units: Scenario




Responsible Service Organization Service


In the Overview workspace, enter the following data: Field name


Description

Priority

Very high

Status

In Process

c) In workspace Items – Services and Service Parts, enter the following items: Field name




Responsible Service Organization

Field name


Product ID

D300

Quantity

5,000

Unit

HR

d) Press ENTER and select a service contract, if necessary. For internal use by CSC only

f) In the Overview workspace, choose Save to save the new service order. 2-6-2

Forward the service order to the next support level.

a) To forward the service order to the responsible organizational unit (for example, the second-level help desk) for further processing, choose Escalate.

You get the message. “Partner with function Responsible Group has been set to partner ,” which means that another organizational unit (here, BP_IC_SUP – BP IC Support) has been assigned as responsible group for the new service order according to a specific rule. With the rule modeler, a rule was defined that determines that in the case of an escalation of a service order (here, with priority Very high or containing a certain category), the responsible group will be changed accordingly. For details, see the Configuration Guide of building block C33 – CRM Teleservice, chapter Defining Rules with Rule Modeler. 2-7

Complete the interaction record with a note and save. a) Select Interaction Record from the navigation bar. In workspace Notes, you can add further descriptions or notes if necessary. In the Overview workspace, choose Save.

2-8

End the interaction. a) Choose End in the application toolbar. When you choose End, you completely ends the interaction in the system. You are then ready for the next activity.

2-9

Optional: Log on with user IC_AGENT_SUP to process service order. a) Log on to the IC WebClient with user IC_AGENT_SUP and password welcome. From the navigation bar, choose Inbox.


e) In the Notes workspace, select text type Problem Description and choose Import Scratch Pad to transfer the text information from the scratch pad as a problem description for the new service order.

In the Inbox Search workspace in the Assigned To field, select the respective organizational unit for service order escalations to which the support IC agent is assigned (here, BP IC Support) and choose Search. The second-level help desk agent can now select the respective service order from the Result List below for further processing.

Analyze the agent inbox customizing and execute minor changes for the agent inbox customizing. 3-1

Take a look at agent inbox profile YBP_INBOX. What are the main categories that are assigned? _______________________________________ a) In the SAP Reference IMG, choose Customer Relationship Management → Agent Inbox → Define Inbox Profile. Here the categories are assigned to the inbox profile. Select your profile, YBP_INBOX, and select the Assign Main Categories dialog structure. Here you can see that several categories are supported by the inbox profile: INT

E-Mail

TA

ERP Sales Order

Y110

BP IC Activity

YEAD BP IC Lead YSVI 3-2

BP IC Service Order

Copy inbox profile YBP_INBOX to Y##_INBOX. Change the search view to Advanced Search View and the result view to Result Tree. a) In the SAP Reference IMG, choose Customer Relationship Management → Agent Inbox → Define Inbox Profile. Select your profile YBP_INBOX. Choose Copy As.... Inbox Profile: Y##_INBOX Description: ## Agent Inbox Profile Search View: Advanced Search View Result View: Result Tree Choose Enter. Choose Copy All. Confirm the next dialog box and save the data.



Task 3

3-3

Assign the inbox profile to your business role, Z##_ICA_SRV, and test the effects in the WebClient UI. a) In Customizing, choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role.

Change the entry of function profile ID IC_INBOX from YBP_INBOX to Y##_INBOX. Save the data. Start the WebClient UI via a favorite or transaction CRM_UI. Choose business role Z##_ICA_SRV. Choose Inbox in the navigation bar and have a look at the layout of the search and result area.

Task 4 Analyze the customizing that is used to forward the service order to second-level support. 4-1

Log on to the CRM WebClient UI with business role BP_IC_MAN. What rule is assigned to the context Order Routing? ___________________________________ a) Start the WebClient UI via a favorite or transaction CRM_UI. Choose business role BP IC Manager (BP_IC_MAN). Choose Process Modeling in the navigation bar. Choose Search: Rule Policies. Context: Order Routing Choose Search. The assigned rule is Y_ORDERROUTING.

4-2

What are the conditions and actions defined by the rule used for Order Routing? ___________________________________ Click on the hyperlink of the rule policy Y_ORDERROUTING in the result list. Expand the BP Service Order node. Select node BP Order Rule 1. Conditions: If Order Type contains BP IC Service Order

or

Order Prio contains Very High

or



Select the Z##_ICA_SRV entry and double-click the Assign Function Profiles entry in the dialog structure on the left.

Order Category contains General Actions:



Routing to Group BP IC Support

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Course Overview


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2




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3

Analytics

At the conclusion of this unit, you will be able to: Explain the Interactive Reporting Best Practice scenario Discuss general concepts related to the Interactive Reporting Best Practice scenario Create and execute a new CRM interactive report

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Unit Objectives

4

Functional Area Analytics



Building Blocks

©


5

The SAP Best Practices scenario Interactive Reporting provides a simplified customer intelligence reporting framework. It describes how to configure the CRM system to view reports in the areas of marketing, sales, and service. Configuration is carried out in the CRM working client, as well as in the dedicated reporting client.

©


You can create, edit, and display reports in SAP Customer Relationship Management (SAP CRM). You can use these reports to analyze data in many different ways, including a breakdown of individual documents. CRM interactive reports retrieve data in real time. You create these reports in the CRM WebClient UI with the help of a wizard, which leads you through the individual steps. You can then release these reports for certain users. CRM interactive reports display data in real time, meaning the data is always up to date. We recommend this type of report for reports with a low data volume. Your company can create reports of this type, in addition to the ones delivered by SAP. Prerequisites • You have installed a separate SAP NetWeaver BW client on the CRM server. • You have completed the configuration steps necessary to set up reporting. For more information, see Best Practice Configuration Guide C41. • You have assigned the necessary business role to any users who need authorization to create reports. • Also refer to SAP Note 1146395 – Configuring CRM Interactive Reporting.

6



CRM Interactive Reporting

Available Reports in Marketing



Marketing Reporting Lead Status Analysis: This report provides the number of leads by qualification level, as well as the status for individual months.

Lead Origin Status: This report analyzes the leads according to their status (open, lost, or won) and their qualification level (cold, hot, or warm). It shows the number of leads belonging to these categories.

Campaign Effectiveness: This report displays the number of contacts, the number of responses, and the number of leads by campaign.

©


SAP Best Practices delivers a number of different reports in the area of CRM Marketing and CRM Sales. This slide and the next two slides give an overview of the predefined reports in SAP Best Practices for CRM.

7

Available Reports in Sales Part 1



Sales Reporting Accounts with Open Activities: This report provides a list of the account names and the number of open activities. You can branch to each individual account for further analysis.

Active Accounts: This report provides a list of accounts with activities, including the direction (inbound or outbound). You can branch to each individual account for further analysis.

Accounts with Open Opportunities: This report provides a list of the account names and the number of open opportunities. You can branch to each individual account for further analysis.

©


8

Available Reports in Sales Part 2



Sales Reporting Closed Opportunities: This report provides a list of closed opportunities divided according to their status (lost and won).

Opportunity Sources: The number of opportunities is displayed by closing date and sales stage, including expected sales volume, if applicable.

Opportunity Pipeline: This report provides a list of opportunities in the pipeline, including the expected sales volume.

Win/Loss Analysis by Reason: The number of opportunities is displayed according to their status (won or lost), the reason for the win or loss, and the sales stage. ©


9

CRM Interactive Reporting System

Client 502 (Working Client)



SAP All-in-One CRM system Client 100 (Reporting Client)

Activities

Opportunities

Leads

©


10

With SAP CRM 7.0, it is possible to use CRM Interactive Reporting. For this kind of reporting, a separate BW system is not required. The NetWeaver stack that comes with the SAP CRM system itself can be used instead to run CRM and reporting on the same machine. Depending on the SAP CRM release, more or fewer report areas—such as Activities, Opportunities, or Leads—are available.

CRM Interactive Reporting Technical Connection


©




Logical System

Logical System

Client Settings

Client Settings

Users (SU01)

Users (SU01)

SALES_MAN

SALES_MAN

SERV_EMPL

SERV_EMPL

MTK_MAN

MTK_MAN

POWER_USER

POWER_USER

…

…


Along with the technical prerequisites of setting up and connecting a second CRM client (reporting client) to the working client, it also necessary to create systems users in both clients. You can find details for the technical setup of both working and reporting clients in the Best Practice Configuration Guide C41 – CRM Interactive Reporting.

11

CRM Interactive Reporting Executing a Report


©





12

Working client 502, where different user groups create and maintain business data, stores the information in database tables. This slide illustrates that a business user typically finds the Reports work center in the navigation bar, which contains relevant reports. Different icons are used to differentiate between CRM interactive reports and BW reports. BI reporting client 100 is technically used to execute a CRM interactive report.

CRM Interactive Reporting Creating a New Interactive Report: Step 1

Client 502 (Working Client) – Log on with POWER_USER

©


You can create CRM interactive reports using a wizard, where you specify the report area, fields to be displayed, input parameters, static filters, and key figures. The wizard application to create CRM interactive reports is integrated into the business role BP_POWERUSER. This slide shows the details of step 1 (of 6) when creating a new CRM interactive report. You can assign the relevant CRM and BW interactive report areas to a business role by choosing SAP Customizing Implementation Guide Customer Relationship Management CRM Analytics Map Report Areas to Business Role. One report area can be assigned to multiple business roles. For example, campaign reports can be assigned to both the sales professional and marketing professional roles. The user can only create reports from one of the report areas that have been mapped to the selected business role.



SAP All-in-One CRM system

13



©


This slide shows the details of step 2 when creating a new CRM interactive report. The report creator can choose from a number of available fields, which should become part of the actual report he or she wants to create. The available fields depend on the chosen report area (see step 1). Please note that it is possible to integrate customer-specific fields generated with the Application Enhancement Tool (AET) in this report.




14

CRM Interactive Reporting Creating a New Interactive Report: Step 3 (optional)


©


This slide shows the details of step 3 when creating a new CRM interactive report. It is possible to define filters (input parameters) for a report. This means that before the report can be executed, the user should (must) input a parameter. Example: Activities per Employee Responsible: Before the list of activities is displayed, the user has to enter an employee responsible.




15



©


This slide shows the details of step 4 when creating a new CRM interactive report. It is possible to define the table layout of the report and to make default settings for sorting. The system makes a proposal for row and column fields.




16



©


This slide shows the details of step 5 when creating a new CRM interactive report. It is possible to define the chart type for report results.




17






! ©


This slide shows the details of step 6 when creating a new CRM interactive report. Before the report creation is finished, one or more employees should be assigned to the report. Afterward, the finalized report will be available on selected users’ Reports work center.

18

CRM Interactive Reporting Result



SAP All-in-One CRM system Client 502 (Working Client) – Log on with SALES_MAN

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19

The business users who have been assigned as authorized employees (see previous slide) are able to execute the new report directly from the Reports work center (Shared Reports section). If the execution of the report fails, one reason could be that the system user does not have a corresponding user in the reporting client. Proper authorizations are also required to execute a CRM interactive report.

Analytics

You are now able to: Explain the Interactive Reporting Best Practice scenario Discuss general concepts related to the Interactive Reporting Best Practice scenario Create and execute a new CRM interactive report

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20



Unit Summary

Unit:

Analytics

Lesson:


Exercises


Create a new CRM interactive report for activities



Execute a CRM interactive report for activities



Personalize the report

Note: You will use a two-digit individual group number (01, 02, and so on), which will be represented by ## in many exercises and solutions.

1-1

Log on to the CRM WebClient UI with business role BP Power User. Create a new CRM interactive report for your sales managers. The report should list aggregated information on activities performed by sales employees. 1-1-1

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Choose the business role BP Power User.

1-1-2

For the Activities report area, create a new interactive report ##Activities (## Activity Information). Hint: Choose Manage Reports.

1-1-3

Select the following fields: Account, Category, Employee Responsible, Key Figures, Number of Activities, Priority, and Status

1-2

1-1-4

Do not define any filters. Accept the table layout of proposed rows and columns. Do not change the proposed chart type.

1-1-5

In the final step, Share Report, assign the Authorized Employee CRM-##.

Log on to the CRM WebClient UI with business role BP Sales Manager. Execute report ## Activities. 1-2-1

Log on to the CRM WebClient UI and choose business role BP Sales Manager.

1-2-2

Execute report ## Activities.



Analytics Reporting

Optional: Change the display options, for example, to display the table above the chart.



1-2-3

1-1

Unit:

Analytics

Lesson:


Solutions

Log on to the CRM WebClient UI with business role BP Power User. Create a new CRM interactive report for your sales managers. The report should list aggregated information on activities performed by sales employees. 1-1-1

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Choose the business role BP Power User. Solution: Use transaction code CRM_UI to start the CRM WebClient UI. Choose business role BP Power User.

1-1-2

For the Activities report area, create a new interactive report ##Activities (## Activity Information). Hint: Choose Manage Reports. Solution: Choose Manage Reports. In the result list, choose New.

Enter the following data: Field Name or Data Type

Values

Report Name

##Activities

Report Description

##Activity Information

Business Role

BP Sales Manager

Report Area

Activities

Default Display

Table

Choose Next. 1-1-3

Select the following fields: Account, Category, Employee Responsible, Key Figures, Number of Activities, Priority, and Status



Analytics Reporting

Solution: Select the fields Account, Category, Employee Responsible, Key Figures, Number of Activities, Priority, and Status, and choose the Insert Field icon to move the fields to the Selected Fields section. Choose Next. Do not define any filters. Accept the table layout of proposed rows and columns. Do not change the proposed chart type. Solution: Choose Next three times. 1-1-5

In the final step, Share Report, assign the Authorized Employee CRM-##. Solution: Choose Add Employee. A search dialog opens. Enter the following data: Field Name or Data Type

Values

User Name

CRM-##

Choose Search. Select the employee CRM-##. Choose Finish. 1-2

Log on to the CRM WebClient UI with business role BP Sales Manager. Execute report ## Activities. 1-2-1

Log on to the CRM WebClient UI and choose business role BP Sales Manager. Solution: Use transaction code CRM_UI to start the CRM WebClient UI. Choose business role BP Sales Manager.

1-2-2

Execute report ## Activities. Solution: Choose Reports. In the Shared Reports section, choose ##Activities.

1-2-3

Optional: Change the display options, for example, to display the table above the chart.



1-1-4

Unit:

Analytics

Lesson:


Exercises


Analyze standard settings required for CRM interactive reporting

You would like to check some standard settings relevant for CRM interactive reporting. You can use the Building Block Configuration Guide CRM Interactive Reporting (C41) as a reference. Note: You will use a two-digit individual group number (01, 02, and so on), which will be represented by ## in many exercises and solutions. 1-1

Log on to the SAP CRM system and analyze some CRM interactive reporting system settings. 1-1-1

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Check the details of table SMOFPARSFA, parameter LOCAL_BI_REPORTING_RFC (BIREP). Which parameter value is assigned to this parameter? Hint: Choose transaction SM30 and display the content of table/view SMOFPARSFA.

1-1-2

Verify reporting client settings in SAP CRM. Use transaction code SE16 to display the content of database table RSADMINA. Which client is assigned to the BW entry?

1-1-3

Check the details of the RFC destination used for CRM interactive reporting. Which client is assigned to this RFC destination? Hint: Select the Logon & Security tab page.

1-1-4

Confirm that the predefined system user POWER_USER contains required authorization roles to perform CRM interactive reporting activities.



Analytics

1-1

Unit:

Analytics

Lesson:


Solutions

Log on to the SAP CRM system and analyze some CRM interactive reporting system settings. 1-1-1

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Check the details of table SMOFPARSFA, parameter LOCAL_BI_REPORTING_RFC (BIREP). Which parameter value is assigned to this parameter? Hint: Use transaction SM30 and display the content of table/view SMOFPARSFA. Solution: In the SAP GUI of your working client, use transaction code SM30. Enter the following: Field Name or Data Type

Values

Table/View

SMOFPARSFA

Choose Display. Display the details of the third entry (see below).

The parameter value is C70CLNT100. 1-1-2

Verify reporting client settings in SAP CRM. Use transaction code SE16 to display the content of database table RSADMINA. Which client is assigned to the BW entry?



Analytics Reporting

Solution: Use transaction code SE16. Enter the following Field Name or Data Type

Values

Table Name

RSADMINA


.

Choose Execute. Display the details of the table entry.

Client 100 is assigned as reporting client. 1-1-3

Check details of the RFC destination used for CRM interactive reporting. Which client is assigned to this RFC destination? Hint: Select the Logon & Security tab page. Solution: Use transaction code SM59. Find the ABAP connection C70CLNT100. Display the details.


Choose Table Contents


1-1-4

Confirm that the predefined system user POWER_USER contains required authorization roles to perform CRM interactive reporting activities. Solution: Use transaction code SU01. Enter the following Field Name or Data Type

Values

User

POWER_USER

Choose Display.


Client 100 is assigned to this RFC destination.



This user contains two authorization roles—SAP_CRM_OR_ADMIN and SAP_CRM_OR_USER—that allow this user to perform CRM interactive reporting activities.

CRMFUN

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Course Overview


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2

Troubleshooting

At the conclusion of this unit, you will be able to: Troubleshoot typical issues in an SAP CRM system that is connected to an SAP ERP back-end system

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Unit Objectives

3

Issue Log on to WebClient UI is not possible

A user cannot log on to the CRM WebClient UI. The following information is displayed:



CRM System

The user is not assigned to any position in the organizational model. Positions typically contain business role information. Using transaction PPOMA_CRM, make sure that the SU01 user is assigned to a position containing business role information.

©


Refer to the corresponding exercise to troubleshoot and solve this issue.

4

Issue Assignment blocks are not visible

The user wants to display the delivery priority of a corporate account.



CRM System

The user does not find the Sales Area Data assignment block on the account overview page.

Using the page personalization option, it is possible to change the number of available assignment blocks.

©



5

Issue Making links visible and hiding links

The user needs other links in the CRM WebClient UI.

The navigation bar and/or work center pages do not look as expected. Using the business role customizing, change the “visibility” of links.

©



CRM System

Include another report here!

Omit these links!



6

Issue Transaction type not available in the CRM WebClient UI

A user tries to create a new activity of type Special Service Order.



CRM System

The list of transaction types does not contain this specific entry!

Using transaction CRMC_PROCESS_MA (Define Transaction Types), make sure that the transaction type exists, is not set to inactive, and contains a proper channel assignment.

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7

You can assign one more channels, such as CRM WebClient UI or Interaction Center WebClient, to a transaction type. If you have assigned a transaction type to certain channels, only these transaction types are proposed for selection in the input help in this channel. Note: If you use this function and have assigned a channel to just one transaction type, you must have assigned at least one channel for all of the transaction types used in your enterprise. Do not assign a channel to any of the transaction types in the training system! It will cause conflict for others! To check if a channel was assigned to any of the transaction types, you can simply list the content of database table CRMC_CHANNEL_AS. Delete possible assignments using the Define Transaction Type activity in Customizing.

Issue Inbound e-mail does not reach inbox

The Interaction Center agent does see any inbound e-mails in the inbox.



CRM System

Generic workflow settings are missing in the system. Maintain standard settings for SAP Business Workflow using the corresponding Customizing activity.

©


8

The inbound e-mail process is not working properly, and no e-mail reaches the inbox of Interaction Center agents. A possible cause is missing SAP Business Workflow Customizing. In the SAP CRM Customizing Implementation Guide, choose SAP Customizing Implementation Guide Customer Relationship Management Basic Functions Business Workflow Maintain Standard Settings for SAP Business Workflow.

SAP

Check the details and check if many (all?) settings are missing here. Choose the Perform Automatic Workflow Customizing function.

Issue Address changes are not transferred

ERP System

Due to an inbound Interaction Center process, customer number 100000 is currently “in process.”

A user in the ERP back-end system maintains customer number 100000 to change the address.

Reason: A new contact person relationship is created.

The user saves his or her changes. At the same time in the CRM Interaction Center, an agent maintains a new contact person relationship.

The address change cannot be transferred successfully because the customer is locked!

Use transaction SMW01 to find an erroneous BDoc message and re-process the change once the “cause” no longer persists (this means the IC process has ended).

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9



CRM System

Issue Service confirmation replication error

A user creates and saves a CRM service confirmation. When the document is displayed/changed again, an error message is displayed.



CRM System

The entered Executing Service Employee does not refer to an existing personnel number. Use transaction CRMD_ORDER to analyze the error message and confirm that it relates to a missing business partner. Enter a different Executing Service Employee. ©



10

Issue Controlling integration not set up yet

A user works in the WebClient UI and receives an error message when trying to change a service order. The error relates to missing CO integration.



CRM System

Controlling integration in SAP EPR has not been set up yet. You would like to temporarily switch off CO integration.

Use transaction code SCRM in SAP ERP to make specific integration settings.

©


Check the CO integration settings in the SAP ERP back-end training system. In SAP ERP, call transaction SCRM. Then choose Customer Relationship Management Settings for Service Processing Controlling Integration Establish Controlling Type, Controlling Level, and Controlling Scenarios. Observe which controlling type is currently valid. Depending on the controlling type, various controlling-relevant settings have to be made in the specific CO Customizing. In the training system, the setting is No Controlling.

11

Issue Finding SAP Notes to solve problems

A user works in the WebClient UI and receives an error message when trying to change a complaint. The user wants to find the root cause of the error using the SAP Support Portal.



CRM System

The replication of data between CRM and ERP is disturbed. Further information about this topic is needed. Find relevant SAP Notes that can help solve this issue.

©


12

• Use http://service.sap.com/notes to open the search page for SAP Notes. • Restrict the search using different criteria, for example, using the Application Area CRM*. • You can search for SAP Notes that have the category Consulting or FAQ. • You can also search for SAP Notes related to specific message numbers. • Add the following user parameter to the system user that is running into the error message shown above: BSPWD_USER_LEVEL = 5. You can do this using transaction SU01. • Open the error message again and place the cursor on the error text. You will find technical information about the message, in this case, message class CRM_ORDER and message number 019. • Include message class and message number in the search terms of the SAP Notes search to restrict the search. • Approximately 24 notes meet the search criteria for the message shown on this slide. • Please note that there are many different ways to find relevant SAP Notes. The steps described above are just an example.

Troubleshooting

You are now able to: Troubleshoot typical issues in an SAP CRM system that is connected to an SAP ERP back-end system

©




Unit Summary

13

Unit:

Troubleshooting

Lesson:

Troubleshooting

Exercises

At the conclusion of this exercise, you will be able to:  Troubleshoot a logon problem  Solve a personalization issue  Troubleshoot a navigation bar problem  Solve a replication error  Troubleshoot a replication issue in service confirmation processing Note: You will use a two-digit individual group number (01, 02, and so on), which will be represented by ## in many exercises and solutions.

1-1

Logon problems: Try to log on to the CRM WebClient UI with a user that has no business roles assigned. 1-1-1

Log on to the CRM WebClient UI with the user NEWUSER-## and password welcome. Hint: If this user does not exist in the system, use transaction SU01 to create a new user, NEWUSER-##. Maintain mandatory information like last name and initial password (twice). Save the user.

1-1-2

Add a favorite to your SAP Easy Access menu. Choose the type BSP Application CRM_UI_START, description CRM WebClient UI, and choose Start Page default.htm.

1-1-3

Are you able to successfully log on to the CRM WebClient UI? What message is displayed? _______________________________________________ _______________________________________________



Troubleshooting

1-1-4

Assign the business role BP_POWERUSER to the user NEWUSER-##. You can do this easily – and for testing purposes only – by adding the parameter CRM_UI_PROFILE with value BP_POWERUSER in user maintenance. To perform this step, use the default user for this training. NEWUSER-## does not have the authorization to change user data, nor is it allowed to change the organizational model.


1-1-5

Are you now able to successfully log on to the CRM WebClient UI? Which work centers are available? Can you explain this? _______________________________________________ _______________________________________________

1-1-6

Assign an authorization profile to the user NEWUSER-##. You can do this by adding the profile SAP_ALL in user maintenance. Hint: The profile SAP_ALL allows the user to perform many different tasks in the SAP CRM system. It is recommended to narrow down the authorizations using transaction PFCG (maintenance of authorization roles).

1-1-7

Are you now able to successfully log on to the CRM WebClient UI? Which work centers are available? Can you explain this? _______________________________________________ _______________________________________________

1-1-8

2-1

Close the SAP GUI session of user NEWUSER-## and continue the exercises with the default training user.

Data missing – personalization of assignment blocks: Display the identification number of the corresponding SAP ERP customer in the SAP CRM account master data of Customer domestic 00. 2-1-1

Search for account Customer domestic 00. Display account details. Which ID Types and ID Numbers are maintained for this account? Find the Identification Numbers assignment block.

2-1-2

If you are not able to see the Identification Numbers assignment block, make sure that the account overview page is properly personalized. Hint: Choose the Personalize icon at the top of the page.

2-1-3

After the Identification Numbers assignment block is available, the identification numbers can be displayed. ID Type:

__________


Hint: Optionally, assign both user and business role to a position in the organizational model.

ID Number: 3-1

___________

Links missing/too many links: Use business role customizing to change the visibility of links. 3-1-1

Log on to the CRM WebClient UI with business role BP Power User (BP_POWERUSER). Display the content of the Sales Operations work center.


________________________________________ Hint: In exercise step 3-1-3, the number of visible links can be changed, which might lead to interference if several participants conduct this exercise at the same time. 3-1-2

Go into business role Customizing and confirm the number of visible links you saw in the CRM WebClient UI application. What is the maximum number of links that the Sales Operations work center can contain?

3-1-3

Change the visibility of links. Make another Sales Operations link visible to the user. Hint: Making a link visible does not automatically mean that the user can successfully call this link. Proper authorizations are required. If applicable, the authorizations of the user have to be adapted as well.

3-1-4

4-1

Restart the CRM WebClient UI application and test if the link you made visible is shown.

Replication problem: Process erroneous error BDoc. Hint: The training system contains a special report that can be used to disable the table locking mechanism. This report is useful to allow several participants to execute the same customizing activity at the same time. If this report has been executed in the training system, it interferes with this exercise. You can use report ZSENQON (tx SE38) to enable table locking mechanisms temporarily for this exercise, but make sure you disable the locking mechanism afterward by executing report ZSENQOFF. 4-1-1

Start the CRM WebClient UI using one of the Interaction Center business roles, for example, BP IC Agent Sales.

4-1-2

Search for account ##Troubleshooting (account ID 1800##). Since this account does not have a contact person yet, create a new contact person relationship. Leave the maintenance dialog, where you can enter Title, Last Name, and First Name of the contact, open. This way the corporate account is locked in the SAP CRM system.


How many links are visible in the Search, Create, and Reports areas?

4-1-3

In SAP ERP, use the transaction VD02 to change customer master 1800##. Complete the address information for this customer. Enter the following: Street:

Hauptstr.

House Number:

##

Postal Code:

69190

City:

Walldorf


4-1-4

In the Interaction Center session, complete the process of creating a new contact person relation. Save the new contact, confirm it, and process in inbound call. Finally choose the telephony button End to end the call.

4-1-5

Search for the account ##Troubleshooting. Are the address fields correctly filled with the data you entered in SAP ERP? ________________________________________ ________________________________________

4-1-6

In SAP CRM, use the SMW01 (Display BDoc Messages) transaction and search for erroneous BDoc messages. Restrict the search and only select the BDoc messages related to customer master 1800##. Hint: Expand Additional Select Options Queue name field (scroll down).

4-1-7

and enter *1800## in the

Are you able to find an erroneous BDoc message? What are the messages related to the BDoc message? Hint: In the training system, it is possible to switch off the table locking mechanism so that participants can maintain the same Customizing activity at the same time (in parallel). If the mechanism is switched off, you will not find the relevant erroneous BDoc message. _____________________________________ _____________________________________ _____________________________________ _____________________________________

5-1

4-1-8

Reprocess the BDoc message when you are sure that the cause of the error is no longer prevalent.

4-1-9

Check if the address information has been updated in SAP CRM.

Replication problem: CRM service confirmation is not replicated successfully. 5-1-1

Start the CRM WebClient UI using the BP Service Employee business role. Create a new service confirmation of type BP Confirmation. Enter the following data: Description:

##Test

Sold-To Party:

100000


Save the customer master.

Executing Service Employee:

Monika Ziegler

Product ID:

D300

Quantity:

1

After confirming the data, choose the sales organization BP_SALES and the service organization BP Service Organization. In the details of the item, add the duration of 1 hour. For internal use by CSC only

Note the number: ________________________ 5-1-2

After 3 to 15 seconds, try to edit the service confirmation. What error message is displayed? ________________________________________ ________________________________________

5-1-3

In the error message, choose Details to find more information about this error situation. What information is given? ________________________________________ ________________________________________

5-1-4

Change the service confirmation and overwrite the Executing Service Employee Monika Ziegler with Barbara Lee. Set the status to Completed and save the confirmation.

5-1-5

After 3 to 15 seconds, try to edit the service confirmation. What error message is displayed? _________________________________________

6-1

CRM interactive reporting: User cannot create a CRM interactive report. 6-1-1

Log on to the SAP CRM system (SAP GUI) with user CRM-61 (welcome). From the SAP GUI, start the CRM WebClient UI If necessary, choose business role BP Power User. Hint: A role selection dialog should not be displayed for user CRM-61.

6-1-2

Choose Manager Reports. From the result list, try to create a new CRM interactive report. What error message is displayed? ___________________________________

6-1-3

Analyze the error situation. Why can’t this user create a new CRM interactive report?


If the service confirmation is free of errors, set the status to Completed and save it.

_____________________________________ _____________________________________



_____________________________________

1-1

Unit:

Troubleshooting

Lesson:

Troubleshooting

Solutions

Logon problems: Try to log on to the CRM WebClient UI with a user that has no business roles assigned. 1-1-1

Log on to the CRM WebClient UI with the user NEWUSER-## and password welcome. Hint: If this user does not exist in the system, use transaction SU01 to create a new user, NEWUSER-##. Maintain mandatory information like last name and initial password (twice). Save the user. Solution: Open a new SAP GUI session and log on to the SAP CRM training system with user NEWUSER-## and password welcome.

1-1-2

Add a favorite to your SAP Easy Access menu. Choose the type BSP Application CRM_UI_START, description CRM WebClient UI, and choose Start Page default.htm. Solution: Choose Favorites → Add other objects. Choose BSP Application. Enter the following data:

1-1-3

Field Name or Data Type

Values

BSP Applicat.

CRM_UI_START

Description

CRM WebClient UI

Start Page

default.htm (F4 help!)

Are you able to successfully log on to the CRM WebClient UI? What message is displayed? Solution: In SAP GUI, use the favorite CRM WebClient UI. Enter user name NEWUSER-## (welcome) and choose Log On. The following error message is displayed: “Logon is not possible because you have not been assigned to a business role; contact your system administrator.”



Troubleshooting

1-1-4

Assign the business role BP_POWERUSER to the user NEWUSER-##. You can do this easily – and for testing purposes only – by adding the parameter CRM_UI_PROFILE with value BP_POWERUSER in user maintenance.

Hint: Optionally, assign both user and business role to a position in the organizational model. Solution: Use transaction code SU01. Change NEWUSER-##. Choose the Parameters tab page. Enter the following data: Field Name or Data Type

Values

Parameter ID

CRM_UI_PROFILE

Parameter value

BP_POWERUSER

Choose Save. 1-1-5

Are you now able to successfully log on to the CRM WebClient UI? Which work centers are available? Can you explain this? Solution: It is possible to log on to the CRM WebClient UI, but the user does not have any available work center. The reason for this is missing authorizations.

1-1-6

Assign an authorization profile to the user NEWUSER-##. You can do this by adding the profile SAP_ALL in user maintenance. Hint: The profile SAP_ALL allows user to perform many different tasks in the SAP CRM system. It is recommended to narrow down the authorizations using transaction PFCG (maintenance of authorization roles). Solution: Use transaction code SU01. Change NEWUSER-##. Choose the Profiles tab page. Enter the following data: Field Name or Data Type

Values

Profile

sap_all

Choose Save.



To perform this step, use the default user for this training. NEWUSER-## does not have the authorization to change user data, nor is it allowed to change the organizational model.

1-1-7

Are you now able to successfully log on to the CRM WebClient UI? Which work centers are available? Can you explain this? Solution:

For details, choose SAP Implementation Guide→ Customer Relationship Management → UI Framework → Business Roles → Define Business Role. 1-1-8

2-1

Close the SAP GUI session of user NEWUSER-## and continue the exercises with the default training user.

Data missing - personalization of assignment blocks: Display the identification number of the corresponding SAP ERP customer in the SAP CRM account master data of Customer domestic 00. 2-1-1

Search for account Customer domestic 00. Display account details. Which ID Types and ID Numbers are maintained for this account? Find the Identification Numbers assignment block. Solution: Log on to the CRM WebClient UI with business role BP Power User. Search for account Customer domestic 00 and open the details.

2-1-2

If you are not able to see the Identification Numbers assignment block, make sure that the account overview page is properly personalized. Move the assignment block Sales Area Data from the list of Available Assignment Blocks to the list of Displayed Assignment Blocks. Solution: The Identification Numbers assignment block, which contains the identification number information, should not be visible. Choose the page personalization icon and make this assignment block available.

2-1-3

After the Identification Numbers assignment block is available, the identification numbers can be displayed. Solution:

3-1

ID Type:

CRM002

ID Number

0000100000

Links missing/too many links: Use business role customizing to change the visibility of links. 3-1-1

Log on to the CRM WebClient UI with business role BP Power User (BP_POWERUSER). Display the content of the Sales Operations work center.



Now the user can log on to the CRM WebClient UI and should see the work centers, which correspond to the ones that are set to visible in the business role BP_POWERUSER (BP Power User).

How many links are visible in the Search, Create, and Reports areas? Hint: In exercise step 3-1-3, the number of visible links can be changed, which might lead to interference if several participants conduct this exercise at the same time. Solution:


3-1-2

Go into business role Customizing and confirm the number of visible links you saw in the CRM WebClient UI application. Solution: Choose SAP Implementation Guide→ Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Find and select the business role BP_POWERUSER. In the structure tree, choose Adjust Work Center Group Links. Find the entries belonging to work center SLS-ADMIN. You should be able to confirm that the number of visible links in the CRM WebClient UI application corresponds with the settings in business role customizing.

3-1-3

Change the visibility of links. Make another Sales Operations link visible to the user. Hint: Making a link visible does not automatically mean that the user can successfully call this link. Proper authorizations are required. If applicable, the authorizations of the user have to be adapted as well. Solution: Set the flag of any of the other links to visible.

3-1-4

4-1

Restart the CRM WebClient UI application and test if the link you made visible is shown.

Replication problem: Process erroneous error BDoc. Hint: The training system contains a special report that can be used to disable the table locking mechanism. This report is useful to allow several participants to execute the same customizing activity at the same time. If this report has been executed in the training system, it interferes with this exercise. You can use report ZSENQON (tx SE38) to enable table locking mechanisms temporarily for this exercise, but make sure you disable the locking mechanism afterward by executing report ZSENQOFF. 4-1-1

Start the CRM WebClient UI using one of the Interaction Center business roles, for example, BP IC Agent Sales. Solution:


The Sales Operations work center contains four (4) links in the Search area, two (2) links in the Create area and no link in the Report area.

Use transaction code CRM_UI to start the CRM WebClient UI. Enter the user and password. Choose the business role BP IC Agent Sales. Search for account ##Troubleshooting (account ID 1800##). Since this account does not have a contact person yet, create a new contact person relationship. Leave the maintenance dialog, where you can enter Title, Last Name, and First Name of the contact, open. This way the corporate account is locked in the SAP CRM system. Solution: Enter the following data: Field Name or Data Type

Values

Account ID

1800##

Choose the Search Account button. Choose Create Related Business Partner or Contact Person

.

Continue with the next exercise step. 4-1-3

In SAP ERP, use the transaction VD02 to change customer master 1800##. Complete the address information for this customer. Enter the following: Street:

Hauptstr.

House Number:

##

Postal Code:

69190

City:

Walldorf

Save the customer master. Solution: In SAP ERP, use transaction code VD02. Enter the following data: Field Name or Data Type

Values

Customer

1800##

Choose Continue. Enter the data given in the exercise. Choose Save. 4-1-4

In the Interaction Center session, complete the process of creating a new contact person relation. Save the new contact, confirm it, and process in inbound call. Finally choose the telephony button End to end the call. Solution: In the Interaction Center session, enter the following data:



4-1-2

Field Name or Data Type

Values

First Name

John

Last Name

##Doe

Choose Confirm. Choose End but do not leave the Interaction Center session. 4-1-5

In the Interaction Center session, search again for the account ##Troubleshooting. Are the address fields correctly filled with the data you entered in SAP ERP? The address fields are not filled because the address changes maintained in SAP ERP could not be updated in SAP CRM. This is because the IC Agent locked the account while maintaining a new contact person relationship. Solution: No, the address fields are not filled properly. If you see the address maintained in SAP ERP, the table locking was not activated. See the hint at the beginning of this exercise.

4-1-6

In SAP CRM, use the SMW01 (Display BDoc Messages) transaction and search for erroneous BDoc messages. Restrict the search and only select the BDoc messages related to customer master 1800##. Hint: Expand Additional Select Options Queue name field (scroll down).

and enter *1800## in the

Solution: Choose SAP menu → Architecture and Technology → Middleware → Monitoring → Message Flow → Display BDoc Messages. Choose Expand Additional Select Options

.

Enter the following data: Field Name or Data Type

Values

Queue name

*1800##

Choose Execute. 4-1-7

Are you able to find an erroneous BDoc message? What are the messages related to the BDoc message? Hint: In the training system, it is possible to switch off the table locking mechanism so that participants can maintain the same Customizing activity at the same time (in parallel). If the mechanism is switched off, you will not find the relevant erroneous BDoc message.



Choose Save.

You should find an erroneous BDoc message like this one:

Select the message and choose Show BDoc Msg Errors/Receivers

.

The message text shows that business partner 180001 is currently being processed. 4-1-8

Reprocess the BDoc message when you are sure that the cause of the error is no longer prevalent. Solution: Go back to the result list of erroneous BDoc messages. Select your message and choose Reprocess BDoc Message

.

Confirm the message that reprocessing can cause inconsistencies with Yes. Hint: In this case the reprocessing of the BDoc message was the correct thing to do. Please note that reprocessing very old BDoc messages in principle can lead to inconsistencies. Monitoring erroneous BDoc messages is an important task and should happen at least on a daily basis. 4-1-9

Check if the address information has been updated in SAP CRM. Solution: In the Interaction Center session, search again for account ##Troubleshooting (account ID 1800##). You should now see the address that was maintained in SAP ERP.

5-1

Replication problem: CRM service confirmation is not replicated successfully. 5-1-1

Start the CRM WebClient UI using the BP Service Employee business role. Create a new service confirmation of type BP Confirmation. Enter the following data: Description:

##Test

Sold-To Party:

100000

Executing Service Employee:

Monika Ziegler

Product ID:

D300

Quantity:

1



You should find information like this:

After confirming the data, choose the sales organization BP_SALES and the service organization BP Service Organization. In the details of the item, add the duration of 1 hour. If the service confirmation is free of errors, set the status to Completed and save it. Note the number: For internal use by CSC only

Solution: Choose Service Orders → Create → Service Confirmation. Enter the data given in the exercise. To add the duration of 1 hour, choose the Service Items view in the Items assignment block.

If the service confirmation is free of errors, set the status to Completed and save it. ____________________ 5-1-2

After 3 to 15 seconds, try to edit the service confirmation. What error message is displayed? Solution: An error message is displayed: “An error has occurred in the system ECC_00_502 while copying the document.” Hint: If you try to edit the service confirmation too quickly, a different error message is displayed. This message states that the document is still being distributed.

5-1-3

In the error message, choose Details to find more information about this error situation. What information is given? Solution: The error message long text states that a business partner does not exist. This is referring to Monika Ziegler as Executing Service Employee. A CRM service confirmation is able to post actual durations into the CrossApplication Time Sheet (CATS) of an employee, provided that the employee has a personnel number.


________________________

Monika Ziegler does not have a corresponding personnel number assigned! 5-1-4

Change the service confirmation and overwrite the Executing Service Employee Monika Ziegler with Barbara Lee. Set the status to Completed and save the confirmation. Solution: Set the status to Completed. Save the confirmation.

5-1-5

After 3 to 15 seconds, try to edit the service confirmation. What error message is displayed? Solution: The error message now states that because of the status, changing this service confirmation is no longer possible.

6-1

CRM Interactive Reporting: User cannot create a CRM interactive report. 6-1-1

Log on to the SAP CRM system (SAP GUI) with user CRM-61 (welcome). From the SAP GUI, start the CRM WebClient UI If necessary, choose business role BP Power User. Hint: A role selection dialog should not be displayed for user CRM-61.

6-1-2

Choose Manager Reports. From the result list, try to create a new CRM interactive report. What error message is displayed? ___________________________________ Choose Manage Reports. In the result list choose New.

The error message text is “Error during RFC communication C70CLNT100.” 6-1-3

Analyze the error situation. Why can’t this user create a new CRM interactive report? Solution: Display the details of RFC connection C70CLNT100. Use transaction code SM59. Find the ABAP connection C70CLNT100. Display it and choose the Remote Logon button.



Enter Barbara Lee as Executing Service Employee.

Observe the system message. It states that a logon is not possible. Choose the Logon & Security tab page. Observe that the Trusted System setting is Yes and that the Current User flag is set.

Log on to client 100 of the SAP CRM system. This time use the default user/password. Use transaction code SU01 and display the details of user CRM-61. You should observe that the user CRM-61 does not exist in CRM client 100. If you created a system user CRM-61 in client 100 with proper authorizations, the user would be able to create a CRM interactive report in his or her working client, for example 502. Hint: To avoid interference with other participants, do not create a system user CRM-61 in client 100. You may copy CRM-61 to an individual user in your working client to set up the same error situation. Using the copy, you can also resolve it without interfering with others.



Hint: Typically a new SAP GUI session is started if the Remote Logon is working properly.

Crmfun en Col95 Print a4

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