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© Copyright 2002 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation. IBM®, DB2®, DB2 Universal Database, OS/2®, Parallel Sysplex®, MVS/ESA, AIX®, S/390®, AS/400®, OS/390®, OS/400®, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere®, Netfinity®, Tivoli®, Informix and Informix® Dynamic ServerTM are trademarks of IBM Corporation in USA and/or other countries. ORACLE® is a registered trademark of ORACLE Corporation. UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group. Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA® is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP, mySAP.com, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. MarketSet and Enterprise Buyer are jointly owned trademarks of SAP Markets and Commerce One. All other product and service names mentioned are the trademarks of their respective owners.
CRM Interaction Center: Business Scenario Configuration Guide
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Caution Example Note Recommendation Syntax
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CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
CRM Interaction Center: Business Scenario Configuration Guide........................................................ 10 General Settings................................................................................................................................. 13 SAP Notes ...................................................................................................................................... 13 Connectivity........................................................................................................................................ 14 Communication Setup Overview .................................................................................................... 14 Connecting the Source System (such as SAP CRM) to SAP BW ................................................. 14 IPC Connectivity ............................................................................................................................. 15 Creating an IPC User.................................................................................................................. 15 Configuring the IPC Dispatcher and IPC Server......................................................................... 15 Setting Up RFC Connections to the IPC Dispatcher and Servers.............................................. 17 Setting Up Interactive Configuration ........................................................................................... 20 Setting Up Pricing Analyses in the CRM System ....................................................................... 21 Setting Up the CAT Server ......................................................................................................... 22 APO Connectivity............................................................................................................................ 24 Set up System Landscape for CRM Online and SAP APO ........................................................ 24 Set up Logical Systems and RFC Connections.......................................................................... 27 Set up SAP APO Core Interface (APO-CIF)............................................................................... 32 Set up Test Data for Availability Check ...................................................................................... 35 Set up SAP APO-CIF Integration Model..................................................................................... 38 Set up Location (Plant) ............................................................................................................... 39 Generation.......................................................................................................................................... 41 Generation of Objects and Services............................................................................................... 41 Replication.......................................................................................................................................... 42 Replication of Customizing Objects................................................................................................ 42 Checking ISO Codes .................................................................................................................. 43 Define Product Hierarchy Structure ............................................................................................ 43 Defining Product Hierarchy Structure in the CRM System ..................................................... 44 Checking Product Hierarchy Structure in R/3 Backend System ............................................. 44 Define Product ID Settings.......................................................................................................... 44 Initial Load of Customizing Objects ............................................................................................ 45 Monitoring Replication Status for Customizing Objects.............................................................. 49 Data Exchange for Organizational Data......................................................................................... 49 Copying the Sales Structure from R/3 to CRM Online ............................................................... 50 Creating the Organizational Model Manually in CRM................................................................. 52 Distributing the Organizational Plan from R/3 HR with ALE ....................................................... 53 Transferring the Organizational Model from CRM Online to CRM Mobile ................................. 54 Taxes via the Transaction Tax Engine (TTE)................................................................................. 54 Connectivity................................................................................................................................. 56 TTE Settings for the IPC Administrator ................................................................................... 56
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Business Partner Replication: Overview..................................................................................... 59 Defining Business Partner and Product Tax Types ................................................................ 59 Defining Business Partner Tax Groups................................................................................... 60 Defining Business Partner Tax Classification Assignment Settings ....................................... 61 Validating Business Partner Assignment Settings .................................................................. 62 Initiating a Customizing Download.............................................................................................. 63 Product Replication: Overview.................................................................................................... 64 Defining Product Tax Groups .................................................................................................. 64 Defining Product Tax Assignment Settings............................................................................. 65 Validating Product Tax Assignment Settings .......................................................................... 66 Country-Specific Information....................................................................................................... 67 USA: Country-Specific Settings .............................................................................................. 67 Jurisdiction Code Determination Communication ............................................................... 67 Defining Physical Destination .............................................................................................. 68 Determining the Function Call ............................................................................................. 69 Defining External Tax Calculation ....................................................................................... 70 Assigning External Systems to Countries............................................................................ 70 Master Data Replication from R/3 Backend System to CRM Server ............................................. 71 Replication of Business Partners ................................................................................................ 71 Defining Sources for Business Partner Creation..................................................................... 72 Business Partner Concepts in R/3 and CRM .......................................................................... 72 Defining Number Assignment Strategy for Business Partners ............................................... 73 Mapping Business Partner Master Data from R/3 to CRM ..................................................... 76 Identifying Relevant R/3 Account Groups............................................................................ 76 Defining Number Ranges for CRM Business Partners (Part 1) .......................................... 77 Defining CRM Business Partners Groupings (Part 1) ......................................................... 77 Creating R/3 Reference Customer ...................................................................................... 78 Assigning Consumer to Reference Customer ..................................................................... 79 Creating Account Group for CRM Consumers .................................................................... 80 Mapping R/3 Account Groups to CRM Classifications ........................................................ 80 Mapping Business Partner Master Data from CRM to R/3 ..................................................... 81 Defining Number Ranges for CRM Business Partners (Part 2) .......................................... 82 Defining CRM Business Partners Groupings (Part 2) ......................................................... 83 Creating R/3 Business Partner Number Ranges................................................................. 84 Creating R/3 Account Groups.............................................................................................. 84 Mapping CRM Classifications to R/3 Account Groups ........................................................ 86 Synchronizing Field Settings for Business Partner for Consumer .......................................... 87 Replicating R/3 Reference Customer...................................................................................... 88 Maintaining Reference Business Partner for Consumer......................................................... 89 Selecting Customer for Replication (Optional) ........................................................................ 89 Initial Load of Customer Master Data...................................................................................... 90 CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Monitoring Replication Status for Customers.......................................................................... 90 Checking Business Partners ................................................................................................... 91 Replication of Contact Persons .................................................................................................. 91 Initial Load of Contact Persons ............................................................................................... 92 Monitoring Replication Status for Contact Persons ................................................................ 92 Checking Completeness of Replication .................................................................................. 93 Replication of Customer Hierarchy ............................................................................................. 93 Initial Load of Customer Hierarchy.......................................................................................... 93 Monitoring Replication Status for Customer Hierarchy ........................................................... 94 Matching Customer Hierarchy to Business Partner Group ..................................................... 94 Activating Delta Load .............................................................................................................. 94 Replication of Materials............................................................................................................... 95 Checking Material.................................................................................................................... 95 Defining Number Ranges for Materials ................................................................................... 96 Checking Item Category Groups ............................................................................................. 96 Copying Item Category Groups............................................................................................... 96 Selecting Materials for Initial Load .......................................................................................... 97 Initial Load of Materials ........................................................................................................... 97 Monitoring Replication Status of Materials.............................................................................. 98 Replication of Conditions ............................................................................................................ 98 Copying Customizing Data (CRM Online)............................................................................... 99 Postprocessing Customizing Data (CRM Online) ................................................................. 102 Copying Customizing Data into the CDB (Consolidated Data Base).................................... 104 Copying Master Data (CRM Online) ..................................................................................... 106 Correction Possibilities for Copying Master Data.................................................................. 107 Copying Master Data into the CDB ....................................................................................... 108 Routines for Pricing (CRM Online) ........................................................................................ 109 Replication of Master and Transaction Data from CRM to BW.................................................... 111 Settings in SAP CRM................................................................................................................ 111 Replicating the Application Component Hierarchy................................................................ 111 Transferring DataSources to the Active Version ................................................................... 111 Activating BW Adapter Metadata .......................................................................................... 111 Settings in SAP BW .................................................................................................................. 112 Checking General BW Settings............................................................................................. 112 Assigning the Source System ID........................................................................................... 112 Replicating DataSources....................................................................................................... 112 Copying Business Content to the Active Version.................................................................. 112 Assigning DataSources and InfoSources.............................................................................. 113 Creating and Scheduling InfoPackages ................................................................................ 113 Replication of Master and Transaction Data from R/3 to BW ...................................................... 113 Settings in SAP R/3 .................................................................................................................. 114 CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Replicating the Application Component Hierarchy................................................................ 114 Transferring DataSources to the Active Version ................................................................... 114 Creating DataSources for CO-PA ......................................................................................... 114 Making Settings for the Transfer of Logistics Data ............................................................... 115 Settings in SAP BW .................................................................................................................. 115 Checking General BW Settings............................................................................................. 115 Assigning the Source System ID........................................................................................... 115 Replicating DataSources....................................................................................................... 115 Copying Business Content to the Active Version.................................................................. 116 Assigning DataSources and InfoSources.............................................................................. 116 Creating and Scheduling InfoPackages ................................................................................ 116 Replication of Transaction Data ................................................................................................... 117 Data Exchange for Sales Transactions: CRM Online – R/3 ..................................................... 117 Communication Configuration.......................................................................................................... 120 Configuring Computer Telephony Integration .............................................................................. 120 Telephone Integration with SAPphone ..................................................................................... 120 Authorizations for SAPphone Activities .................................................................................... 121 Assigning Roles for the CIC .................................................................................................. 122 Work Center Identification......................................................................................................... 122 Setting Work Center Identification for the CIC ...................................................................... 123 Sites and Telephony Servers.................................................................................................... 123 Processing Site and Telephony Server................................................................................. 124 Defining Address Data Areas.................................................................................................... 125 Maintaining Work Center Settings and User Settings .............................................................. 125 Defining User and Work Center Settings for the CIC............................................................ 126 Testing Call Center Functions................................................................................................... 127 Maintaining Queues .................................................................................................................. 127 Defining Queues.................................................................................................................... 127 CIC Profile and Queues ........................................................................................................ 128 Assigning Telephone Queues to CTI Profiles ....................................................................... 129 Maintaining CTI Administration Profiles ................................................................................ 129 Tips & Tricks.......................................................................................................................... 130 Business Customizing...................................................................................................................... 131 Setting Up Organizational Data Determination ............................................................................ 131 Determining Organizational Data.............................................................................................. 131 Master Data .................................................................................................................................. 133 Product...................................................................................................................................... 133 Creating and Changing Products .......................................................................................... 133 Business Partners..................................................................................................................... 134 Creating Business Partners................................................................................................... 134 Fact sheet ................................................................................................................................. 135 CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Partner/Product Range ............................................................................................................. 136 Checking Partner/Product Ranges in Sales Transactions .................................................... 136 Creating Partner/Product Ranges ......................................................................................... 137 Processes ..................................................................................................................................... 139 Interaction Center ..................................................................................................................... 139 Basic CIC Settings ................................................................................................................ 141 IC Framework .................................................................................................................... 141 Creating a Framework Title............................................................................................ 144 Defining a Framework .................................................................................................... 144 Maintaining Workspaces ................................................................................................... 145 Action Box.......................................................................................................................... 145 Configuring Your Action Box .......................................................................................... 146 Interactive Scripting ........................................................................................................... 147 Maintaining Script Texts................................................................................................. 148 Maintaining Script Variables .......................................................................................... 148 Maintaining Interactive Script Structures ....................................................................... 149 Defining a Profile (Interactive Scripting)......................................................................... 151 Business Partner Search ................................................................................................... 151 Searching for Business Partners ................................................................................... 153 Alert Modeler ..................................................................................................................... 154 Copying the Default Meta Model.................................................................................... 156 Selecting Information to Use in the Alert Modeler ......................................................... 156 Defining a Retrieval Profile ............................................................................................ 156 Defining a Profile (Alert Modeler)................................................................................... 157 Developing Your Own Functions for the Alert Modeler.................................................. 157 IC Profile ............................................................................................................................ 157 Defining a CIC Profile..................................................................................................... 158 Assigning CIC Profile to Agents..................................................................................... 158 Business Routing .................................................................................................................. 159 Business Routing Architecture .......................................................................................... 159 Creating RFC Destinations ................................................................................................ 161 Creating Routing Servers .................................................................................................. 162 Routing Test ...................................................................................................................... 162 Querying the Operating Status of a Routing Gateway ...................................................... 163 Displaying and Setting the Internal Trace ......................................................................... 163 Setting the Trace of a Routing Gateway............................................................................ 164 Maintaining Agents ............................................................................................................ 165 Defining HR Qualifications................................................................................................. 165 Creating CRM Attributes for HR Qualifications ................................................................. 166 Maintaining Attributes ........................................................................................................ 166 Maintaining Attribute Sets.................................................................................................. 167 CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Maintaining Profiles ........................................................................................................... 168 Maintaining Routing Groups .............................................................................................. 169 Step 1: Select Profiles and Exclude Routing Groups .................................................... 170 Step 2: Assign Business Partners and Agents to a Routing Group............................... 171 Step 3: Assign Agents and Business Partner to Profiles ............................................... 172 Creating Routing Scenarios............................................................................................... 172 Telesales-Specific CIC Settings ............................................................................................ 174 Processing Business Transactions in the Interaction Center ............................................ 174 Using the Interaction Record and Interaction History .................................................... 175 Product Proposals ............................................................................................................. 176 Working With Product Proposals ................................................................................... 176 Proposed Quantities in Product Proposals .................................................................... 177 Creating Target Groups ................................................................................................. 179 Creating a Product Association Rule ............................................................................. 180 Creating a Top n Product List ........................................................................................ 181 Displaying Product Information.......................................................................................... 182 Configuring Partner Processing ................................................................................................ 183 Partner Processing in the Interaction Center ........................................................................ 184 Set up Customizing for Availability Check ................................................................................ 185 Determining Pricing Procedures ............................................................................................... 193 Dates in Business Transactions ............................................................................................... 193 Date Profiles in the Interaction Center .................................................................................. 195 Controlling Actions .................................................................................................................... 195 Sales Order Confirmation by E-Mail ......................................................................................... 196 Customizing for Business Transactions.................................................................................... 197 Comparing Transaction and Document Types...................................................................... 198 Comparing Item Categories .................................................................................................. 199 Comparing Item Category Usage.......................................................................................... 199 Comparing Number Ranges.................................................................................................. 199 Comparing Item Number Assignment ................................................................................... 200 Configuring Sales Transactions ............................................................................................ 200 Billing Configuration .................................................................................................................. 200 Billing ..................................................................................................................................... 201 Triggering Billing.................................................................................................................... 203 Payment Card Processing ........................................................................................................ 205 Customizing Payment Card Processing................................................................................ 205 Credit Management .................................................................................................................. 207 Automatic Credit Check......................................................................................................... 209
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The &50,QWHUDFWLRQ&HQWHU%XVLQHVV6FHQDULR&RQILJXUDWLRQ*XLGH contains all configuration steps that are required for setting up the business scenario Inbound Telesales [SAP Library]. The relevant system landscape was set up previously based on the CRM Master Guides.
This Business Scenario Configuration Guide serves as a guide for the key capability Interaction Center. This is where for example, the configuration of the business scenario “Inbound Telesales” is described. This document does not contain the documentation in the Implementation Guide (IMG). If reference is made to Customizing activities in the IMG, read the documentation for the corresponding activities. See also the CRM documentation in the SAP Help Portal.
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The &500DVWHU*XLGH gives you an overview of the system landscape and all of the components to be installed. This document contains information about the installation sequence and about the installation of the individual components. You can find the CRM Master Guide in the 6$36HUYLFH0DUNHWSODFH, alias FUPLQVW. You can get an overview of all business scenarios in the key capability CRM Interaction Center in the Integrated Business Content. To do this, use the alias LEFFUP in the 6$36HUYLFH0DUNHWSODFH.
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The following graphic shows the business scenario “Inbound Telesales”:
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The following texts, references and graphics have been compiled with the utmost care; nevertheless, it is impossible to guarantee that they are fully without error. SAP cannot assume any responsibility for the correctness or completeness of the following documentation; the user alone is responsible for verifying the information contained therein.. SAP will only assume liability for damage arising from the use of this documentation – irrespective of the pertinent legal basis – in the case of intentional or active negligence; under no circumstances will a warranty be made.
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The purpose of the Business Scenario Configuration Guide is to describe the configuration steps that are required for setting up a business scenario in a system landscape that has previously been structured according to the corresponding Master Guide. The Business Scenario Configuration Guide •
is based on a business scenario and thus covers processes and process steps in a series of mySAP.com application components and non-SAP products, that are used by one or more business partners
•
describes configuration settings that must be made during the introduction of every component for the business scenario
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provides the sequence of configuration steps and their mutual dependencies
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This section contains descriptions of settings that are valid for the whole business scenario, or key capability.
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Before starting with the configuration of this business scenario, take note of the following composite SAP Notes: 6XSSRUW3DFNDJH
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This section contains information on the interfaces in the CRM system landscape.
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You must perform basic connectivity steps to enable the communication between the CRM Server and related application components. In the CRM Server, you must define RFC destinations for typical components: •
R/3 back-end
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SAP APO
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SAP BW
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SAP Internet Pricing and Configurator
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Index Management Service (including product catalog)
You must define each application system or SAP CRM component as a site. For each site, you must create subscriptions to set up data exchange. For details on how to set up the communication, see the SAP Implementation Guide under &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW&500LGGOHZDUHDQG5HODWHG&RPSRQHQWV&RPPXQLFDWLRQ6HWXS.
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To set up the connection between a source system (such as SAP R/3 or SAP CRM) and SAP BW, use the procedure described in the SAP Library for SAP BW under $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→
Creating an SAP Source System.
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In order to set up the connection from IPC to the CRM system you have to define a user with RFC authorization. 3URFHGXUH
To create an RFC user for the IPC in the CRM system, choose: 7UDQVDFWLRQFRGH
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The IPCUSER is usually created during the installation process of the IPC. Check to make sure a user has not already been created.
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In the standard installation, the IPC uses the dispatcher. The following description refers to the dispatcher scenario. To define the dispatcher/sever setting, start the IPC Administrator Tool from the start menu. 3URFHGXUH
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1. To go to the Server settings page, choose 1(;7. 2. At the top of the screen, mark the check box to enable the dispatcher. Two new fields appear with settings for the dispatcher. 3. In the field 'LVSDWFKHU+RVW, enter the IP-address of the machine on which the dispatcher is running. If the IPC server and dispatcher are running on the same machine or if there is only one IPC server, you can also enter ORFDOKRVW. By default, the dispatcher uses port number 4444. When the IPC server is started up the server automatically finds a random port that is not in use. 4. In the command prompt line, type QHWVWDWD to check that port number 4444 is not being used by another application. 5. In the field 'LVSDWFKHU3RUW, enter port number 4444 (or an alternative). In the field 6HUYHU3RUW, delete the value.
Do not change any other settings unless you are very familiar with their meanings. 'DWDEDVHFRQILJXUDWLRQ
The IPC uses the database of the CRM Online system. 1. To configure the database, choose 1H[W. 2. Choose $GG.
If a database connection is already configured for a CRM Online client and you want to define another one, choose $GG&OLHQW. 3. Enter the V\VWHP,' and $OLDV(use the same string for both). 4. Enter the 0HVVDJHVHUYHU, *URXS, 8VHU, 3DVVZRUGand &OLHQW. −
You will find this information (except for the password) in the 6$3/RJRQER[
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The default password is,3&
5. Choose 2.. 6. To establish the connection, choose /RJLQ. Once you have logged on, all the settings in the subsequent steps apply to the system entered here. 7. To configure the Pricing Engine parameters, choose 1H[W. To accept the default settings, choose 'HIDXOW. 8. To configure the document parameters, choose 1H[W. To accept the default settings, choose 'HIDXOW. 9. To configure the document header attributes choose 1H[W. Enter any default values for customer master attributes that you require. It is not necessary to enter a value for all the attributes. 10. Choose 6DYH, then choose &ORVH. The changes are written to the file
\Ipc\lib\properties\parameters.xml>.
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CRM Interaction Center
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1. To start the IPC dispatcher service, use the :,117VHUYLFHPDQDJHU. 2. Select the service for the IPC dispatcher, then: −
If a green traffic light is displayed (this means the service is already running), choose 6WRS
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If a red traffic light is displayed, choose 6WDUW&RQWLQXH Once the service has been started, the green traffic light is displayed.
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To start the service automatically when the operating system starts up, select the checkbox for the service (if it is not already selected).
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1. To start the IPC server service, use the :,117VHUYLFHPDQDJHU. 2. Select the service for the IPC server, then: −
If a green traffic light is displayed (this means the service is already running), choose 6WRS
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If a red traffic light is displayed, choose 6WDUW&RQWLQXH Once the service has been started, the green traffic light is displayed.
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To start the service automatically when the operating system starts up, select the checkbox for the service (if it is not already selected).
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The IPC server (and dispatcher) includes the RFC server functions that were previously provided by the IPC bridge. This has the following advantages: •
ABAP code can call IPC server commands via RFC function calls on all platforms supported by JCO (6$3-DYD&RQQHFWRU) in particular on Solaris computers, not just on Windows computers.
•
Several communication and conversion steps have been eliminated, leading to improved performance.
The RFC request is passed directly to the IPC server, which processes it without converting any strings. Then the IPC commands directly write their response to the output and table parameters of the RFC function. 3UHUHTXLVLWHV
•
You are using IPC Release 3.0 or higher.
•
You have to decide how many IPC servers you would like to use. Except for in the socket-based scenario, you can not dynamically add IPC servers to a running dispatcher. Decide, how many servers are appropriate, configure CRM and the dispatcher accordingly, and start the dispatcher.
•
For example, if you have got two IPC servers, the following settings have to be made: As CRM needs to communicate with the dispatcher to connect to a server, as well as communicating with each of the servers, you need to maintain three RFC destinations. The RFC destinations and RFC program IDs are the same. In addition, all the server destinations start with the same string, followed by a number. You can only choose the dispatcher’s destination and the "prefix string" of the servers’ destinations.
•
You choose IPC_RFC_DISPATCHER as the RFC destination (and program ID) of the dispatcher, and IPC_RFC_SERVER_ as the prefix string for the servers. This means that you create RFC destinations/program IDs IPC_RFC_SERVER_1 and IPC_RFC_SERVER_2 for the servers.
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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To set up the IPC as an RFC server and connect it to a CRM system, you need to create RFC destinations, one for the dispatcher and one for every IPC server connected to it. You also need to maintain a few properties in the file dispatcher.properties. 6HWWLQJ8S,3&'HVWLQDWLRQVLQWKH6$36\VWHP
This step is only required if you use client-dependent data. 1. Log on to the SAP system from which you want to access the IPC. 2. In this system, maintain the RFC destinations in table SMOFPARSFA [SAP Library], where the key is (for example) IPC_RFC_DISPATCHER, and parval1 is IPC_RFC_DISPATCHER. This step gives you a client-dependent level of indirection that might help in some occasions. 3. The destinations that you maintain are real RFC destinations, so select 7\SHT. 4. Activation Type is 5HJLVWHUHG6HUYHUSURJUDP. 5. Program ID is by convention the name of the RFC connection. 6. Enter a SAP gateway of your choice (usually the application or message server of the CRM system) and the destination name.
The IPC is not yet completely configured, so you should wait before testing your destinations. You can test your destinations at a later date (see the section on 7HVWLQJ
1. Edit the file dispatcher.properties in the folder lib/properties in your IPC installation (this may not exist). Enter the following properties:
rfcEnabled = true rfcGateways = : rfcDispatcherProgId = IPC_RFC_DISPATCHER rfcServerCount = rfcServerProgIdPrefix = IPC_RFC_SERVER_ The entries for the RFC gateways are defined in the RFC destination IPC_RFC_DISPATCHER of your CRM system. When the dispatcher starts up, it needs to contact an SAP System to find out more RFC settings (such as which RFC gateway to use). If you use a connection to a SAP system for database access, this connection is automatically used by the dispatcher to retrieve this information. We recommend that you do this. You can CRM Interaction Center: Business Scenario Configuration Guide
3.1 18
CRM Interaction Center set this up in the administrator, check that it works, and that the password is stored in an encoded way. 2. If you wish to use a local database, you need to add the following properties to dispatcher.properties:
Do not define these properties unless you have a special reason for using a local database! Once you have maintained these properties, they will always be used for calls to the SAP system. If the properties have not been maintained, the default database connection will be used.
rfcSapSystemUser = rfcSapSystemPassword = rfcSapSystemSapClient = rfcSapSystemApplicationServer = rfcSapSystemSystemNumber = 3. Set up the rest of the IPC and start the IPC services. Once you have done this, the dispatcher and ITS servers have already registered at their RFC. 7HVWLQJ
You can test your RFC destinations in your SAP system. If the destinations do not work, check whether the settings in dispatcher.properties match those in the SAP system. You can run a test to check whether a server works. If you complete the test successfully, you have connected the IPC to the SAP system correctly. 1. Start transaction SE37. 2. Enter &20B,3&B6(66,21B%(*,1. 3. Choose ). 4. Enter a valid SAP client (for example, the one to which you are connected) in ,9B&/,(17, and anything in ,9B86(5B1$0( and ,9B86(5B/2&$7,21. 5. Execute the function. ABAP now: −
Connects to the dispatcher and asks it to return to the server
−
Connects to the server and creates a new server session on it If the settings are defined correctly, you see a 5HVXOWVFUHHQ with a number to the right of (9B6(66,21B,' at the bottom of the table. If not, an ABAP short dump occurs.
$GGLQJ1HZ&RPPDQGV
If you have added new commands to the IPC server or changed the parameters of existing IPC commands, RFC clients need to know about this change. The repository information on all IPC commands that are available as RFC functions is maintained in a central XML file, called RFCCommands.xml in lib/properties. (In case you have worked with the IPC bridge – this file is the equivalent to file SpcCommands.xml in IPC Release 3.0.) For each command, you need to maintain one XML tag. This tag defines the import parameters, table parameters, and export parameters. Parameter definitions include: CRM Interaction Center: Business Scenario Configuration Guide
3.1 19
CRM Interaction Center •
An RFC name and a Java name for the parameter. The Java name is the actual name of the corresponding IPC parameter. The RFC name is the name under which you want to access it from ABAP.
•
The size of the field in ABAP.
•
Flags determining whether the command is to be broadcasted to all IPC servers, and whether the value is a normal string or a UTF8-encoded Unicode string.
There are a lot of command definitions in the RFCCommands.xml file that is shipped. Just copy one and change it according to your needs.
Make sure that the parameter lengths match those in ABAP. Mismatch of parameter lengths causes errors, because Jco inside the IPC misinterprets the data passed to it (for example, it interprets "ABC", "DEF" as "BCD", "DE").
6HWWLQJ8S,QWHUDFWLYH&RQILJXUDWLRQ 8VH
You can use interactive configuration in sales transactions (crmd_order) and in the Product Workbench (commpr01). 3UHUHTXLVLWHV
•
You have installed IPC Release 3.0.
•
You are using CRM Release 3.0. You have installed the In-Q-My JSP Server, version 4.2.
3URFHGXUH
The IPC installation comes with a Web application archive file (webapps/ipc.ear). You need to deploy this file on your In-Q-My JSP-server. Follow the procedure for deploying a Web application on the In-Q-My application server described in &50,QWHUQHW6DOHV-$9$$SSOLFDWLRQ,QVWDOODWLRQ*XLGHIRU,Q40\; Chapter : &RQILJXUDWLRQDQG ,QVWDOODWLRQRIWKH&50,QWHUQHW6DOHV:HE$SSOLFDWLRQ&RPSRQHQWV. (GLWLQJUHIHUHQFHW[WILOH
1. Go to \cluster\server\managers. 2. Open the reference.txt file. 3. Add the following lines to this file: reference library:jco reference library:inqmyxml For example, reference ipc library:jco reference ipc library:inqmyxml 4. Save the reference.txt file. 5. Restart the INQMY application server.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 20
CRM Interaction Center &UHDWLQJ5)&'HVWLQDWLRQ
To create the link between the CRM system and the IPC Web application, you need to maintain the 1 RFC destination SAPCRM_SPC_SAPCRM_SPC_ITS in the CRM system. 1. Enter the transaction SM59. 2. If the destination 6$3&50B63&B,76 does not yet exist: Click on 'HVWLQDWLRQ!&UHDWH. 3. Enter 6$3&50B63&B,76 as the name of the destination. 4. Choose any value for the connection type. The connection type is not relevant as SAPCRM_SPC_ITS is not a physical RFC-destination but serves for storage of connection parameters. Therefore the destination cannot be tested with a connection test. 5. Enter a description for the destination. 6. Enter any activation type. 7. Enter LSFLSFFRPPDQGGR in the SURJUDP field:. 8. Enter \RXULSFZHEVHUYHU!SRUW! in the 7DUJHWKRVW field.
6HWWLQJ8S3ULFLQJ$QDO\VHVLQWKH&506\VWHP 8VH
It is possible to see a condition analysis in every sales transaction in the CRM system. 3UHUHTXLVLWHV
•
You have installed IPC Release 3.0.
•
You are using CRM 3.0 or higher.
•
You have installed a JSP Server such as In-Q-My.
3URFHGXUH
In order to set up the analysis you can use it in every sales transaction in the CRM system, you first have to set-up the pricing analysis. •
•
The following two files are available on your IPC system after installation of the IPC: −
ipcpricing.war
−
ipcpricing.ear
Both files are located in the directory: \webapps\pricing ( is the root directory of the IPC installation.).
These files have to be deployed with your Java Application Server (In-Q-My).
For more information on how to deploy these files, see &50,QWHUQHW6DOHV-$9$ $SSOLFDWLRQ,QVWDOODWLRQ*XLGHIRU,Q40\; Chapter: &RQILJXUDWLRQDQG,QVWDOODWLRQRIWKH &50,QWHUQHW6DOHV:HE$SSOLFDWLRQ&RPSRQHQWV.
1. To activate pricing analysis, you have to set the user parameter 35&B7UDFH in the CRM system.
1
The same destination is used by the ITS user-interface
CRM Interaction Center: Business Scenario Configuration Guide
3.1 21
CRM Interaction Center 2. Choose transaction SU3 to check the Parameter 35&B7UDFH.
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9DOXHV
PRC_Trace
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3. Create a TCP/IP RFC-Destination with Connection Type 7 and VWDUWLQJRQDQ([SOLFLW+RVW. 'HVWLQDWLRQ1DPH
9DOXHV
SAPCRM_SPC_ANALYSIS
Program: Target Host: i.e. <10.18.46.10:8080>
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You have made the settings in the CRM-System. You can now test the analysis by creating a new sales document. Go to the item-level, look at the conditions and choose the $&&(66(6 button.
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The CAT (CRM application tools) server must be installed and configured before you can use surveys for leads, opportunities, and activities in CRM Online. The CAT server is not used by the Internet Pricing and Configurator. However, it is installed by the same installation program, and for this reason, details of how to set up the CAT server are included here. For the latest information on setting up the CAT server, see CSN note 0383587.
3UHUHTXLVLWHV
You have installed the Internet Pricing and Configurator without deselecting the CAT server. (All system requirements are fulfilled if your system can run the Internet Pricing and Configurator.) 3URFHGXUH
1. Define the connector properties, using the file PropEdit.bat in the ../bin directory. The property files are in the /lib/properties directory. You are free to change the file path manually, but if you do this you must also change the connector file path in the file CATServer.properties (see step 2.). A connector property file must contain the following entries: progid=
key=
client=
user=
passwd=
CRM Interaction Center: Business Scenario Configuration Guide
3.1 22
CRM Interaction Center
lang=
max_connections=
ashost=
sysnr=
gwserv=
gwhost=
Example of a CONNECTOR.properties file: #SAP CAT Connector #Thu Mar 29 16:50:16 GMT+02:00 2001 progid=CONNECTOR key=AEC client=000 user=DEMORFC passwd=b’Q UYs0R’TNR,UX lang=EN max_connections=16 ashost=US0019.WDF.SAP-AG.DE sysnr=119 gwserv=sapgw19 gwhost=US0019.WDF.SAP-AG.DE
The name of the property file is automatically generated from the values that have been specified for the fields progid, key and client (for example, CONNECTOR_AEC_000.properties). However, you are free to change the file name manually. Please note that for security reasons the password will be encrypted. 2. Define the CAT server properties, by editing the file CATServer.properties according to your connector landscape. A connector property file must contain the following entries: port= connector= &DXWLRQ
Ensure that the path entered here is the same as the path defined in step 1.
Example of a CATServer.properties file: #SAP CAT Server #Tue Mar 20 17:49:19 GMT+01:00 2001 port=1234 CRM Interaction Center: Business Scenario Configuration Guide
3.1 23
CRM Interaction Center connector=/properties/MY_CONNECTOR.properties If you want to start more than one connector, use one of the following: −
connector = /properties/FIRST_CONNECTOR.properties, /properties/SECOND_CONNECTOR.properties, ... , /properties/LAST_CONNECTOR.properties
−
connector =/properties/FIRST_CONNECTOR.properties ,\ /properties/SECOND_CONNECTOR.properties,\ ... /properties/LAST_CONNECTOR.properties
3. Start the CAT server in one of the following ways: −
To start the CAT server directly, use startCATServer.bat in the ../bin directory.
−
To start the CAT server as a NT Service, call CATServer.exe /INSTALL from the ../bin directory. Switch to the &RQWURO3DQHOchoose 6HUYLFHV and set the CAT server to DXWRPDWLF.
$32&RQQHFWLYLW\
If you have an SAP Advanced Planner and Optimizer (SAP APO) System, you can use it to carry out availability check for items in the sales order. Availability check [SAP Library] (ATP check) is used to check whether a product can be confirmed in a sales order, based on the fact that enough stock is available or can be produced or purchased on time. The product is reserved in the required quantity, and ATP requirements [SAP Library] are transferred to production or purchasing. Availability check can be called up by the sales order in the CRM Online Application and is then carried out in the SAP APO System. The first two steps in the tree structure for APO Connectivity are based on an example system landscape: •
Set up System Landscape for CRM Online and SAP APO [Page 24]
•
Set up Logical Systems and RFC Connections [Page 26]
Follow the remaining steps in the tree structure to set up the availability check. For more information on availability check, see the SAP Library for Customer Relationship Management under%DVLF)XQFWLRQV → Availability Check [SAP Library].
6HWXS6\VWHP/DQGVFDSHIRU&502QOLQHDQG6$3 $32 8VH
This documentation describes how to set up the system landscape and data necessary for carrying out an availability check with CRM Online and the SAP APO System. A specific example is described and worked through. The entries in the tables are shown in italics and are suggestions only. 6HHDOVR
Details of setting up the system landscape for the SAP APO and SAP R/3 Systems are described in the SAP Library for 6$3$GYDQFHG3ODQQHUDQG 2SWLPL]HU6$3$32 CRM Interaction Center: Business Scenario Configuration Guide
3.1 24
CRM Interaction Center •
In SAP APO 3.A: → ,QWHJUDWLRQRI$32DQG5 → $32 →6HWWLQJXSWKH6\VWHP,QIUDVWUXFWXUHDQG'DWD7UDQVIHU
6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV &RUH,QWHUIDFH
•
In SAP APO 2.0A → ,QWHJUDWLRQRI$32DQG5 → 6HWWLQJXSWKH6\VWHP
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In order to set up a CRM scenario with availability check, you need: •
The following systems: −
CRM Online
−
An Online Transaction Processing (OLTP) system such as the SAP R/3 System
−
SAP APO System
•
In the SAP R/3 System: Customizing for Sales and Distribution (SD), for example, plant, sales area
•
In CRM Online: data relevant for the SAP R/3 System such as sales organization data including mapping to the relevant SD organizational units
•
In CRM Online and the SAP R/3 system: valid sold-to party in common SD organizational unit
The following table shows the system landscape with example names:
System
Release
System ID
Client
Logical System ID
Host
CRM
3.0
&5
&5&/17
KRVWFUZGIVDSDJGH
R/3 (OLTP)
4.6C + PI2000.1
5
5&/17
KRVWUZGIVDSDJGH
APO
3.0A
$3
$3&/17
KRVWDSZGIVDSDJGH
If you do not use SAP R/3 as the OLTP system, then you will have to program interfaces for APO-CIF and CRM Middleware. For more information, see Note 448742. 3URFHGXUH
1. Test the following transactions to ensure that they work before the systems are connected to each other: ,QWKH6$356\VWHP
a. Create a product. For more information, see the following documentation in the SAP Library in the SAP R/3 System: /RJLVWLFV →/RJLVWLFV*HQHUDO/2 →/RJLVWLFV%DVLF'DWD →0DWHULDO0DVWHU /20'00 →0DWHULDO0DVWHU5HFRUGV →&UHDWLQJ0DWHULDO0DVWHU5HFRUGV b. Post goods receipt. For more information, see the following documentation in the SAP Library in the SAP R/3 System: /RJLVWLFV →0DWHULDOV0DQDJHPHQW00 →,QYHQWRU\0DQDJHPHQW00,0 → ,QYHQWRU\0DQDJHPHQWDQG3K\VLFDO,QYHQWRU\00,0 →*RRGV5HFHLSW→2WKHU *RRGV5HFHLSWV
c.
Create a sales order.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 25
CRM Interaction Center For more information, see the following documentation in the SAP Library in the SAP R/3 System: /RJLVWLFV →6DOHVDQG'LVWULEXWLRQ6' →6DOHV6'6/6 →6DOHV2UGHU → &UHDWLQJ6DOHV2UGHUV
d. Carry out availability check (in SAP R/3 only, ZLWKRXW SAP APO) For more information, see the following documentation in the SAP Library in the SAP R/3 System: /RJLVWLFV →6DOHVDQG'LVWULEXWLRQ6' →$YDLODELOLW\&KHFNDQG5HTXLUHPHQWV LQ6DOHVDQG'LVWULEXWLRQ3URFHVVLQJ ,Q&502QOLQH
Create a sales order. For more information, see Postprocessing Sales Orders [SAP Library].
2. Then carry out the following steps: a. Set up Logical Systems and RFC Connections [Page 26]. b. Set up SAP APO Core Interface (APO-CIF) [Page 32]. c.
Set up Test Data for Availability Check [Page 35].
d. Set up SAP APO-CIF Integration Model [Page 38]. e. Set up Location (Plant) [Page 39]. f.
Set up Customizing for Availability Check [Page 185].
6HHDOVR
For more information about the integration of the SAP R/3 and SAP APO Systems, see the SAP Library for SAP Advanced Planner and Optimizer: •
In SAP APO 3.0A: 6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV
•
→ ,QWHJUDWLRQRI$32DQG5
In SAP APO 2.0A: $32,QWHJUDWLRQ6FHQDULRV
→ ,QWHJUDWLRQRI$32DQG5
For information about availability check in the SAP APO System, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO) under $32*OREDO$YDLODEOH7R3URPLVH*OREDO$73 .
CRM Interaction Center: Business Scenario Configuration Guide
3.1 26
CRM Interaction Center
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In order that CRM Online, SAP APO and SAP R/3 Systems communicate with each other, you need to specify logical systems and RFC connections for each system. 3URFHGXUH
Figure 1 shows an example system landscape and the steps necessary to set it up. 1
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In the IMG choose %DVLV→'LVWULEXWLRQ$/( →6HQGLQJDQG5HFHLYLQJ6\VWHPV→ /RJLFDO 6\VWHPV→$VVLJQ&OLHQWWR/RJLFDO6\VWHP
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In the SAP Logon [SAP Library], place the cursor on the relevant system to display the following information: •
To display the name of the target host, choose 6HUYHU
•
To display the system number, choose 3URSHUWLHV
&UHDWH6$35&RQQHFWLRQV'HWDLOV 6$35
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CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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A client can support only one SAP APO System. This table is client independent, so if you need to define connections to more than one SAP APO System, you will need to define an entry for each RFC connection. a. Define Middleware parameters by choosing &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&50 0LGGOHZDUHDQG5HODWHG&RPSRQHQWV → &RPPXQLFDWLRQ6HWXS → 'HILQH0LGGOHZDUH 3DUDPHWHUV. b. Select $YDLODELOLW\&KHFNXVLQJ$32 and create the following table entry:
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−
In SAP R/3 4.5: In the IMG choose &URVV$SSOLFDWLRQ &RPSRQHQWV → 'LVWULEXWLRQ$/( →%DVLF6HWWLQJV → /RJLFDO 6\VWHPV → 'HILQH/RJLFDO6\VWHP.
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a. In SAP R/3 4.6C: In the IMG choose %DVLV &RPSRQHQWV → $SSOLFDWLRQ/LQN(QDEOLQJ$/( → 6HQGLQJDQG 5HFHLYLQJ6\VWHPV → /RJLFDO6\VWHPV → $VVLJQ&OLHQWWR/RJLFDO6\VWHP In SAP R/3 4.5: In the IMG choose &URVV$SSOLFDWLRQ&RPSRQHQWV → 'LVWULEXWLRQ$/( → %DVLF6HWWLQJV → /RJLFDO6\VWHPV → $VVLJQ/RJLFDO6\VWHPWR&OLHQW.
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CRM Interaction Center
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−
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&50$73
&50$73
Password
Test the connection and the remote login before continuing.
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a. Assign the SAP APO client to the logical system: In the IMG choose 5%DVLV&XVWRPL]LQJ → $SSOLFDWLRQ/LQN(QDEOLQJ$/( →6HQGLQJ DQG5HFHLYLQJ6\VWHPV→/RJLFDO6\VWHPV→$VVLJQ&OLHQWWR/RJLFDO6\VWHP
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−
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CRM Interaction Center: Business Scenario Configuration Guide
3.1 31
CRM Interaction Center
Client
User
&50$73
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Password
Test the RFC connections.
6HWXS6$3$32&RUH,QWHUIDFH$32&,) 3UHUHTXLVLWHV
In addition to the R/3 System, a Plug-In must be installed. The Plug-In includes the SAP APO Core Interface [SAP Library] (APO-CIF or CIF) which is used to transfer master data such as plants and products from the SAP R/3 System to the SAP APO System. For information on the SAP APO Core Interface, see the following documentation in the SAP Library for SAP Advanced Planner and Optimizer (SAP APO): •
In SAP APO 3.0A: 6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV
→ ,QWHJUDWLRQRI$32DQG5 → $32
&RUH,QWHUIDFH
•
In SAP APO 2.0A: →,QWHJUDWLRQRI$32DQG5→$32&RUH,QWHUIDFH
$32,QWHJUDWLRQ6FHQDULRV
3URFHGXUH ,QWKH6$356\VWHP
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'HILQHWDUJHWV\VWHPV
If you are using APO-CIF PlugIn Releases before Release 2000, you need to maintain the field.
2S0RGH
In the &,) Menu choose 6HWWLQJV → 7DUJHW6\VWHPV.
/RJ6\VWHP
2S0RGH
AP9CLNT900
T
This table is cross-client.
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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In the &,) Menu choose 6HWWLQJV → $325HOHDVHV
/RJ6\VWHP
6\VW7\SH
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6$3B$32
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Figure 2 illustrates how the logical system is defined as the target system for SAP APO: (& ~* & /#0 ( G$`G ! "#$#% $/ -3,/W ( $W$# W-
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Before the first transfer of master data takes place from the SAP R/3 System to the SAP APO System, make sure that the logical systems of CRM Online and the SAP R/3 System are both in the same business system group [SAP Library]. When setting up the business system group, note that the service resource planning also uses functions in the SAP APO System.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 33
CRM Interaction Center
0DLQWDLQEXVLQHVVV\VWHPJURXS
•
In SAP APO 3.0A: In Customizing for APO choose $GYDQFHG3ODQQHUDQG2SWLPL]HU$32 → %DVLV6HWWLQJV→ ,QWHJUDWLRQ→%XVLQHVV6\VWHP*URXS→0DLQWDLQ%XVLQHVV6\VWHP*URXS. •
In SAP APO 2.0A: In the standard menu choose 7RROV→$32$GPLQLVWUDWLRQ→6HWWLQJV→6\VWHP*URXS→ 0DLQWDLQ.
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In SAP APO 3.0A: In Customizing for APO choose $GYDQFHG3ODQQHUDQG2SWLPL]HU$32 →%DVLV6HWWLQJV→ ,QWHJUDWLRQ→%XVLQHVV6\VWHP*URXS→$VVLJQ/RJLFDO6\VWHPDQG4XHXH7\SH.
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CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
Figure 3 illustrates how the logical systems of CRM Online and SAP R/3 are assigned to the same business system group in SAP APO: (& 39""`G (' #`GG` # L !#"$%2"&$4 #" (#" "2 !#"# W% $/
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Y BTZ/SCSJ PK[M O P J Q\R MISIU\S\V FX VWO[QM J FLKLV
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6HWXS7HVW'DWDIRU$YDLODELOLW\&KHFN ,QWKH6$356\VWHP
&KHFNWKDWWKHSODQWLVVHWXSLQWKH6$356\VWHP
In the IMG choose /RJLVWLFV - *HQHUDO → 3ODQW0DVWHU→0DLQWDLQ3ODQWV→'LVSOD\3ODQWV.
&KHFNWKDWWKHSODQWLVDVVLJQHGWRWKHRUJDQL]DWLRQDOXQLW
In the IMG choose (QWHUSULVH6WUXFWXUH→$VVLJQPHQW→6DOHVDQG'LVWULEXWLRQ→$VVLJQ 6DOHVRUJDQL]DWLRQGLVWULEXWLRQFKDQQHOSODQW
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5
&KHFNWKDWWKHPDWHULDOPDVWHULVVHWXSLQWKH6$356\VWHP
In the SAP Easy Access menu choose /RJLVWLFV → 6DOHVDQG'LVWULEXWLRQ → 0DVWHU'DWD → 3URGXFWV→0DWHULDO→2WKHU0DWHULDO→'LVSOD\.
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If you use numeric material numbers, you have to make sure that either the length of the material number fields in CRM Online and in the SAP APO System is the same or that leading zeros are turned off in both systems.
&KHFNWKHVHWWLQJVIRUWKHPDWHULDOPDVWHU
Choose 6HOHFWYLHZV to check the field entries in the views as follows:
The fields that are marked as mandatory must have entries in them. Otherwise the material master will not be relevant for availability check in the SAP APO System, even if it is included in the integration model of the APO Core Interface (APO-CIF).
9LHZ
)LHOG
Basic data1
Base Unit
3&
Division
GenItemCatGroup
1250
Gross weight
NJ
Net weight
NJ
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86'SHUSLHFH
Delivering plant
Sales: sales org. 1
Sales: general/plant
Availability check
0DQGDWRU\
yes
([DPSOH'DWD
LQGLYLGXDOUTPW
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MRP 2
MRP 3
MRP Type
yes
3'053
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yes
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yes
(;
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Plnd dely time
GD\V
GR processing time
GD\V
SchedMargin key
Strategy group
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In this example, the strategy group is set up so that the system determines the requirements class . CRM Interaction Center: Business Scenario Configuration Guide
3.1 36
CRM Interaction Center
The requirements class in SAP R/3 is equivalent to the check mode in SAP APO. The check mode is used in Set up Customizing for Availability Check [Page 185] under the section,QWKH6$3$32 6\VWHP6WHS0DLQWDLQ&KHFN0RGH. For more information, see the •
SAP Library for R/3 under /RJLVWLFV → 3URGXFWLRQ3ODQQLQJDQG&RQWURO33
→0DVWHU3ODQQLQJ3303 → 'HPDQG 0DQDJHPHQW 3303
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Availability check
LQGLYLGXDOUTPW
yes
Collective requirements are not supported.
For information on transferring changes to the product master data in the SAP R/3 System, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO under 6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV → ,QWHJUDWLRQRI$32DQG5 → $32&RUH,QWHUIDFH → 6HWWLQJ8SWKH6\VWHP,QIUDVWUXFWXUHDQG'DWD7UDQVIHU→ 'DWD 7UDQVIHU → &KDQJH7UDQVIHU→&KDQJH7UDQVIHUIRU0DVWHU'DWD.
&KHFNWKHVWRFNLQWKH6$356\VWHP
The easiest way to test the availability check is to create stock to cover requirements. You can create stock in the SAP R/3 System by posting goods receipt. a. In the SAP Easy Access menu choose /RJLVWLFV → 0DWHULDOV0DQDJHPHQW→,QYHQWRU\ 0DQDJHPHQW→*RRGV0RYHPHQW→*RRGV5HFHLSW→2WKHU. b. In the 0RYHPHQWW\SHfield enter .
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In the SAP Easy Access menu choose /RJLVWLFV → 6DOHVDQG'LVWULEXWLRQ→0DVWHU'DWD→ %XVLQHVV3DUWQHUV→&XVWRPHU→'LVSOD\.
&XVWRPHU1R
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CRM Interaction Center
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After setting up the Plug-In including the SAP APO Core Interface [SAP Library] (APO-CIF or CIF), you need to set up the SAP APO Core Interface integration model [SAP Library] to specify which master data, such as plants and products, should be transferred from the SAP R/3 System to the SAP APO System. In CRM Online, all products are relevant for the SAP APO System. In the SAP R/3 System, however, you need to specify which product is relevant for the SAP APO System. You do this by specifying the relevant products in the integration model of SAP APO Core Interface. 6HHDOVR
For more information, see the following sections under 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3 $32 in the SAP Library: •
In SAP APO 3.0A: −
6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV
→ 0DVWHU'DWD
−
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→ ,QWHJUDWLRQRI$32DQG5→6$3
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•
→,QWHJUDWLRQ0RGHO
In SAP APO 2.0A: −
$32,QWHJUDWLRQ6FHQDULR
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0RGHO
.
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To call up the $32&,) menu choose /RJLVWLFV → &HQWUDO)XQFWLRQV → 6XSSO\&KDLQ 3ODQQLQJ,QWHUIDFH→ &RUH,QWHUIDFH$GYDQFHG3ODQQHUDQG2SWLPL]HU 6WHS&UHDWHWKH,QWHJUDWLRQ0RGHO
1. In the $32&,) menu choose ,QWHJUDWLRQ PRGHO → *HQHUDWH → &UHDWH. 2. Fill in the following details - table entries are examples only.
Model name
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Relevant materials
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CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
(([HFXWH).
3. Choose
4. Check the details and save the integration model. 6WHS$FWLYDWHWKH,QWHJUDWLRQ0RGHO
1. In the $32&,) menu choose ,QWHJUDWLRQPRGHO→$FWLYDWH 2. Select the integration model that you just created. (([HFXWH).
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($FWLYH,QDFWLYH , or
.
(6WDUW).
5. Choose 5HVXOW
The data specified in the integration model is transferred to the SAP APO System.
Before transferring changes to the product master data, see the documentation in the SAP Library for SAP Advanced Planner and Optimizer under 6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV → ,QWHJUDWLRQRI$32DQG5 → 6HWWLQJ8SWKH6\VWHP ,QIUDVWUXFWXUHDQG'DWD7UDQVIHU → $32&RUH,QWHUIDFH → 'DWD7UDQVIHU → &KDQJH 7UDQVIHU → &KDQJH7UDQVIHUIRU0DVWHU'DWD
6HWXS/RFDWLRQ3ODQW ,QWKH6$3$326\VWHP 7UDQVIHUORFDWLRQWR6$3$326\VWHP
You transfer the location [SAP Library] to the SAP APO System from the SAP R/3 System using the APO-CIF integration model. To display or change the location, in the 6$3(DV\$FFHVV menu choose •
In SAP APO 3.0A: 0DVWHU'DWD
•
→ /RFDWLRQ → /RFDWLRQ
In SAP APO 2.0A: 1DYLJDWLRQ
→ 0DVWHU'DWD → /RFDWLRQ
Location
3/#5%RVWRQ
Location type
Priority
Longitude
Latitude
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
Time zone
(67
Maintain Address
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For more information on maintaining data for the location, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO) under 6$3$320DVWHU'DWD → /RFDWLRQ. ,Q&502QOLQH &UHDWHLQ&502QOLQHDEXVLQHVVSDUWQHUPDVWHUUHFRUGIRUWKHORFDWLRQSODQW WKDWLVXVHGLQ 6$3$32
When availability check is carried out, the SAP APO System determines a location and returns information on this location for each confirmation schedule line. 1. In the SAP Easy Access Menu, choose 0DVWHU'DWD → %XVLQHVV3DUWQHU →0DLQWDLQ%XVLQHVV 3DUWQHU. 2. Choose &UHDWH2UJDQL]DWLRQ and fill in the necessary details, such as:
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Business partner
/2&
Name
3ODQW
City
%RVWRQ
Country
86$
This business partner is assigned to the location in SAP APO in Set up Customizing for Availability Check [Page 185], in Step 3 of the section ,Q&502QOLQH.
For more information, see Location Determination in the Sales Order [SAP Library].
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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This section describes the generation of SAP Middleware.
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Industry-specific runtime objects must be initially created for the object types delivered with the installation or recreated after a customer modification affecting the meta-information. If you transport modified meta-information, you must see the transport log for further information. Runtime objects that are not specific to your industry are contained in the delivery. Repository data is maintained and stored in the CRM Server. For background information, see Repository Administration and Runtime Object Generation [SAP Library]. For details on how to generate objects and services, see the Implementation Guide under &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW&500LGGOHZDUHDQG5HODWHG&RPSRQHQWV*HQHUDWLQJ,QGXVWU\6SHFLILF 2EMHFWVDQG6HUYLFHV
.
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
5HSOLFDWLRQ
This section describes the process of transferring new and updated data from various systems, for example from the R/3 System to the CRM System.
5HSOLFDWLRQRI&XVWRPL]LQJ2EMHFWV 3XUSRVH
Before you can start the replication of business object such as business partner, products, or conditions, you need to load necessary configuration and customizing settings to the CRM Server. In general, it is necessary to distinguish between initial load from R/3 backend system to CRM Server and initial load between CRM Server and the Consolidated Database (CDB), which is used for the distribution to mobile clients. Both processes use different customizing objects as well as application objects. While there is an existing delta load of customizing objects between CRM Server and CDB, a similar process between R/3 backend system and CRM Server is not implemented. Therefore, you need to restart an initial load of customizing objects in order to update customizing settings from R/3 backend to CRM Server. The customizing objects available in the system are stored in the table SMOFOBJECT and the object flows defined for these objects are stored in table SMOFINICON. 3UHUHTXLVLWHV
Before you can start the customizing replication, you need to verify that entries for the ISO codes are unique in the following tables: 7DEOH)LHOGQDPH
'HVFULSWLRQ
T006 / ISOCODE
Unit of measures
T002 / LAISO
Language keys
TCURC / ISOCD
Currency codes
T005 / INTCA
Countries
Although SAP delivers these tables in a consistent state, duplicate ISO entries can occur because this is not a key field in those tables (especially, if own entries have been set up with FRS\ functions.) For more information, see &KHFNLQJ,62&RGHV. 3URFHVV)ORZ
You start the initial replication process for at least one customizing object using transaction 5$6on the CRM Server. Within the transaction 5$6 you can choose PXOWLSOHVHOHFWLRQ where you can specify how many and what objects you want to load. After the load process you should monitor the object load using transaction 5$0. For more information, see •
,QLWLDO/RDGRI&XVWRPL]LQJ2EMHFWV
•
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• CRM Interaction Center: Business Scenario Configuration Guide
3.1 42
CRM Interaction Center
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Before starting the Customizing replication, verify that entries for the ISO codes are unique in the following tables: 7DEOH)LHOG
'HVFULSWLRQ
T006 / ISOCODE
Unit of measures
T002 / LAISO
Language keys
TCURC / ISOCD
Currency codes
T005 / INTCA
Countries
Although SAP delivers these tables in a consistent state, duplicate ISO entries can occur because this is not a key field in those tables (especially if own entries have been set up with copy functions). 3URFHGXUH
CRM
Checking ISO Codes
Transaction code
SE16
SAP Menu
Basis Tools → ABAP Workbench → Overview → Data Browser
1. In the table name field enter 7. 2. Choose Table Contents (Enter). 3. Choose Execute (F8). 4. Check the column ISOCODE for duplicate entries. 5. Repeat these steps for the other tables.
If duplicate ISO codes are detected, they have to be replaced by new ISO codes. The final result has to be that all tables mentioned hold unique ISO code entries. Multiple entries with empty ISO codes are possible. Duplicate entries cannot be deleted directly in transaction 6(. If you want to delete database records please get advice from experienced consultants or enter an SAP message.
'HILQH3URGXFW+LHUDUFK\6WUXFWXUH
For more information about product hierarchy structures, see the documentation to the SAP Implementation Guide (IMG) transaction as mentioned in 'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH &506\VWHP.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 43
CRM Interaction Center
'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH&50 6\VWHP 3URFHGXUH &50
'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH&506\VWHP
7UDQVDFWLRQFRGH
6352
,0*3DWK
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→0DVWHU'DWD→3URGXFW→ →'HILQH&DWHJRU\1XPEHULQJ6FKHPHV
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1. Choose 1HZ(QWULHV. 2. Select the numbering scheme R3PRODHIER and enter 1XPEHULQJ6FKHPH5 in the field 1XPEHULQJVFKHPH. 3. Click on R3PRODHIER and choose 'HILQHQXPEHULQJVFKHPHOHYHOV in the left dialog structure. The levels and number of digits for each level need to be exactly the same as in the R/3 Backend system (for example, 5-5-8 for the SAP standard delivery).
&KHFNLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQ5%DFNHQG 6\VWHP 3URFHGXUH 5
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→$%$3:RUNEHQFK→'HYHORSPHQW→$%$3'LFWLRQDU\
1. In the $%$3'LFWLRQDU\,QLWLDO6FUHHQ enter 352'+6 in the field 9LHZ. 2. Choose 'LVSOD\. 3. In the 'LFWLRQDU\'LVSOD\6WUXFWXUH screen the number of components corresponds to the number of levels in the CRM system. The field /HQJWK defines the number of digits for each level.
'HILQH3URGXFW,'6HWWLQJV 3URFHGXUH &50
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VHWWLQJV
For more information, see the documentation to the IMG activity.
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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You need to load customizing settings from the R/3 Backend system to your CRM Server in order to prepare the CRM Server for loading R/3 business objects such as customer or materials. In addition, if you want to use mobile sales or services, you need to load those customizing settings from the CRM Server to the Consolidated Database (CDB), where the data are stored, that are to be distributed from CRM application to mobile clients or vice versa. Since CRM server applications and CRM Mobile applications do not use exact the same data models, different customizing objects are used for the initial replication.
It is strongly recommended to customize the objects in the CRM Server EHIRUH transporting them to the CDB. This is necessary to avoid corruption of the data.
The following table gives you an overview of the basic customizing objects for the initial load from the R/3 backend system to the CRM Server. Object Name
Description
CRM
DNL_CUST_ACGRPP
Account Group Product
R/3
CRM
DNL_CUST_ADDR
Regional structure
R/3
CRM
DNL_CUST_BASIS
Basis CRM online
R/3
CRM
DNL_CUST_BASIS2
Basis CRM online
R/3
CRM
DNL_CUST_BASIS3
Basis CRM online
R/3
CRM
DNL_CUST_BASIS5
Basis CRM online
R/3
CRM
DNL_CUST_BASIS6
Basis CRM online
R/3
CRM
DNL_CUST_BNKA
Banking Master
R/3
CRM
DNL_CUST_CND
Conditions: Cust. Cond.techn.
R/3
CRM
DNL_CUST_CNDALL
Conditions: Customizing total
R/3
CRM
DNL_CUST_FGD
Free goods
R/3
CRM
DNL_CUST_PAYPL
Payplan
R/3
CRM
DNL_CUST_PRC
Conditions: Cust. Pricing
R/3
CRM
DNL_CUST_PRICE
Sales pricing and pricing item
R/3
CRM
DNL_CUST_PROD0
Material number conversions
R/3
CRM
DNL_CUST_PROD1
Product : categories
R/3
CRM
DNL_CUST_PROD3
Material : R/3 sales status
R/3
CRM
DNL_CUST_S_AREA
R/3 Sales Areas
R/3
CRM
DNL_CUST_SALES
Sales
R/3
CRM
DNL_CUST_SCE
SCE varcond
R/3
CRM
DNL_CUST_SHIP
Sales shipping
R/3
CRM
DNL_CUST_SPROD
Sales product item
R/3
CRM
DNL_CUST_SRVMAS
Customizing: Service Master
6RXUFH
7DUJHW
6LWH
6LWH
R/3
CRM Interaction Center: Business Scenario Configuration Guide
3.1 45
CRM Interaction Center
R/3
CRM
DNL_CUST_T502T
Business Partner: T502T
R/3
CRM
DNL_CUST_TAX
Customizing: Taxes
R/3
CRM
DNL_CUST_TBRC
Business Partner: Industries
R/3
CRM
DNL_CUST_TPFK
Business Partner: TPFK, TPFKT
R/3
CRM
DNL_CUST_TSAB
Business Partner: TSAB, TSABT
R/3
CRM
DNL_CUST_TVAST
Sales Document Blocking Reason
R/3
CRM
DNL_CUST_TVFS
Sales Document Billing: Block
R/3
CRM
DNL_CUST_TVGF
Business Partner: TVGF, TVGFT
R/3
CRM
DNL_CUST_TVIP
Business Partner: TVIP, TVIPT
R/3
CRM
DNL_CUST_TVLS
Deliveries: Blocking Reasons/C
R/3
CRM
DNL_CUST_TVPV
Business Partner: TVPV, TVPVT
The following table gives you an overview of the basic customizing objects for the initial load from CRM Server to the Consolidated Database (CDB). 6RXUFH
7DUJHW
6LWH
6LWH
2EMHFW1DPH
'HVFULSWLRQ
CRM
CDB
BOTVAK_OBJECT
BOTVAK_OBJECT
CRM
CDB
BOTVAPO_OBJECT
ATP Profile per line item cate
CRM
CDB
CRM_DNLPRDOBJFA
Product Object Family
CRM
CDB
CRM_DNLPRDSCHEM
Numbering Scheme for Hierarchy
CRM
CDB
CRM_DNLPRODTYPE
Definition of Product Types
CRM
CDB
CRM_DNLSUBJPROF
Subject profile
CRM
CDB
CRM_DNL_ACT_CAT
Activity Category
CRM
CDB
CRM_DNL_ACT_H
Activity
CRM
CDB
CRM_DNL_ACT_OBJ
Activity Objective
CRM
CDB
CRM_DNL_ACT_PRI
Activity Priority
CRM
CDB
CRM_DNL_BNKA
Banking Master
CRM
CDB
CRM_DNL_CODEPRG
Code Profile
CRM
CDB
CRM_DNL_CODEPRO
Code Profile
CRM
CDB
CRM_DNL_COPYCU
Service Transtion type
CRM
CDB
CRM_DNL_CYCLE
Sales cycle of the Opportunity
CRM
CDB
CRM_DNL_CYCPHAS
Sales cycle of the Opportunity
CRM
CDB
CRM_DNL_ICATEG
Service Item Category Group
CRM
CDB
CRM_DNL_ITMTYPE
Item type
CRM
CDB
CRM_DNL_IT_ASSG
Item Assignment
CRM
CDB
CRM_DNL_OPPIPOR
Opportunity Class
CRM
CDB
CRM_DNL_OPPORTH
Opportunity header customizing
CRM
CDB
CRM_DNL_OPPTYPE
Object/Opportunity Sub-Type
CRM
CDB
CRM_DNL_ORGMAN
CRM_DNL_ORGMAN
CRM
CDB
CRM_DNL_PAR_FCT
Partner function
CRM Interaction Center: Business Scenario Configuration Guide
3.1 46
CRM Interaction Center
CRM
CDB
CRM_DNL_PAR_PDD
Partner determination definiti
CRM
CDB
CRM_DNL_PAR_PDP
partner determination procedur
CRM
CDB
CRM_DNL_PHASE
Funnel Phase
CRM
CDB
CRM_DNL_PPFTCON
PPF: Actions
CRM
CDB
CRM_DNL_PPFTCU
PPF: Trigger type
CRM
CDB
CRM_DNL_PRDCT
Service Valuation types
CRM
CDB
CRM_DNL_PRDOBJF
Product Object Family
CRM
CDB
CRM_DNL_PROCTYP
Process Type
CRM
CDB
CRM_DNL_PRODUCT
Material number conversions
CRM
CDB
CRM_DNL_PRT_PFT
MSE Partner Function Categorie
CRM
CDB
CRM_DNL_QPC
Code
CRM
CDB
CRM_DNL_QPG
Code Group
CRM
CDB
CRM_DNL_SCAPPT
Appointment type
CRM
CDB
CRM_DNL_SLSITEM
Sales item customizing
CRM
CDB
CRM_DNL_SOURCE
Opportunity source
CRM
CDB
CRM_DNL_SRVCUST
Service Header Customising
CRM
CDB
CRM_DNL_SRV_TY
Service types
CRM
CDB
CRM_DNL_STAREAS
Status Reason
CRM
CDB
CRM_DNL_SUBOB
Service Object types for BTH
CRM
CDB
CRM_DNL_SUBOB_I
Service Object types for BTI
CRM
CDB
CRM_DNL_TAXCNT
TB070
CRM
CDB
CRM_DNL_TAXCN_T
TB070T
CRM
CDB
CRM_DNL_TEXT_O
Text Object Definition
CRM
CDB
CRM_DNL_TEXT_P
Text determination procedure
CRM
CDB
CRM_DNL_TG_TT
TB071
CRM
CDB
CRM_DNL_TIMECTE
Date set profile
CRM
CDB
CRM_DNL_TJ02
System Status
CRM
CDB
CRM_DNL_TJ20
Status profile
CRM
CDB
CRM_DNL_TJ30
User Status
CRM
CDB
CRM_DNL_TQ15
Code Catalog type
CRM
CDB
CRM_DNL_TTXID
Texts on text ID’s
CRM
CDB
CRM_DNL_TTXOB
Defaults for object types
CRM
CDB
CRM_DNL_VAL_TY
Service Valuation types
CRM
CDB
CRM_TTE_CNTDEP
Country dependent customizing
CRM
CDB
CRM_TTE_COMMUNI
Community
CRM
CDB
CRM_TTE_INTDATA
Cust. Int Data
CRM
CDB
CRM_TTE_MAP
Cust. Mapping
CRM
CDB
CRM_TTE_SYSDATA
Cust. System Data
CRM
CDB
CRM_TTE_TAXABIL
Cust. Taxability
CRM Interaction Center: Business Scenario Configuration Guide
3.1 47
CRM Interaction Center
CRM
CDB
CUST_CHAN_WRITE
Campaign channels
CRM
CDB
CUST_CTYPT_WRT
Campaign Type
CRM
CDB
CUST_PCAUT_WRT
Campaign authorization
CRM
CDB
CUST_PCOBJ_WRT
Campaign Objective
CRM
CDB
CUST_PCTAC_WRT
Campaign Tactics
CRM
CDB
CUST_PRCPROCDET
Determination of Pricing Proce
CRM
CDB
CUST_PRCPROC_DE
CUST_PRCPROC_DET-SalesDoc
CRM
CDB
CUST_PRIOR_WRT
Allocation Priority
CRM
CDB
CUST_PRIOTX_WRT
Campaign Priority
CRM
CDB
CUST_STUS_WRITE
Allocation itrem status
CRM
CDB
DNLITEMSTATUS
Opportunity item status
CRM
CDB
DNL_CRM_IBA_CTY
Ibase(service) component Type
CRM
CDB
DNL_CRM_IBA_TYP
Ibase Types
CRM
CDB
DNL_CUST_ART_NO
Product : categories
CRM
CDB
DNL_CUST_AU_CON
Sales Document Types: Texts
CRM
CDB
DNL_CUST_BNKA1
Banking information CRM->CDB
CRM
CDB
DNL_CUST_CLASS
Sales
CRM
CDB
DNL_CUST_COUNTR
Business Partner :T005 series
CRM
CDB
DNL_CUST_CREDIT
Business Partner: TFACT
CRM
CDB
DNL_CUST_CURREN
Currency
CRM
CDB
DNL_CUST_CUST1
Business Partner: 151,188,189
CRM
CDB
DNL_CUST_CUST2
Business Partner: TPRIT
CRM
CDB
DNL_CUST_CUST3
Business Partner :TVGFT
CRM
CDB
DNL_CUST_GLOBAL
Business Partner: TSAB, TSABT
CRM
CDB
DNL_CUST_INDUST
Business Partner: T016T
CRM
CDB
DNL_CUST_IT_CAT
Sales document item categories
CRM
CDB
DNL_CUST_LANGU
Business Partner: T002, T002T
CRM
CDB
DNL_CUST_MAT1
Sales shipping
CRM
CDB
DNL_CUST_MTART
Item Category Group
CRM
CDB
DNL_CUST_PAFUNC
Partner Function Groups
CRM
CDB
DNL_CUST_PERS1
Business Partner: TPKFT, SABT
CRM
CDB
DNL_CUST_PERS3
Business Partner: TB010
CRM
CDB
DNL_CUST_SD_CON
DNL_CUST_SD_CON
CRM
CDB
DNL_CUST_SD_OR1
Business Partner: Vast
CRM
CDB
DNL_CUST_SD_OR2
Business Partner : VFST
CRM
CDB
DNL_CUST_STOCK
Process Type
CRM
CDB
DNL_CUST_SYSMSG
Messages
CRM
CDB
DNL_CUST_SYS_TB
Contains SMONRIV
CRM
CDB
DNL_CUST_UNITS
CRM Interaction Center: Business Scenario Configuration Guide
3.1 48
CRM Interaction Center 3URFHGXUH &50
5HSOLFDWLQJ&XVWRPHUV
7UDQVDFWLRQFRGH
R3AS
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→'DWD([FKDQJH → ,QLWLDO/RDG →6WDUW
1. In the /RDG2EMHFW field, enter . 2. In the 6RXUFH6LWH field enter the site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the site ID of the receiving system. 3. To run the replication, choose ([HFXWH) .
0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPL]LQJ2EMHFWV 8VH
You use this activity in order to check the completeness of the replication of customizing objects. 3URFHGXUH
CRM
Monitoring Replication Status
Transaction code
R3AM1
SAP Menu
Middleware → Data Exchange → Initial Load → Monitor Objects
1. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. 2. The replication is complete if all objects have the status Done. In case of problems during replication, call the transaction 60:3(Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.
'DWD([FKDQJHIRU2UJDQL]DWLRQDO'DWD 8VH
Within the CRM system group, organizational data (for example, sales organization, distribution channel) must be available in all systems in order that the exchange of master data and documents is possible. Additionally, organizational data must be maintained consistently in all systems concerned. If you use an R/3 System with CRM, the following organizational data is transferred from the R/3 System to the CRM System during the initial data transfer for Customizing: •
Distribution Channel
•
Division
•
Default combinations of distribution channels and divisions
This data is defined as attributes in the CRM System, and not independent units. You can find further information on initial data transfer under Replication of Customizing Objects [Page 42]. During initial data transfer of Customizing data from the R/3 System, the following data is not transferred: •
Sales organization
CRM Interaction Center: Business Scenario Configuration Guide
3.1 49
CRM Interaction Center •
Sales office
•
Sales group
•
Sales area [SAP Library] (a combination of sales organization, distribution channel, division)
When processing the organizational model, R/3 organizational units are displayed on the 7\SH tab page, however this takes place through an RFC connection to a connected R/3 System. R/3 organizational units are not transferred with Customizing to the CRM server. You have to transfer this data in a separate process step, or create it manually in the CRM System. )HDWXUHV
To ensure that the required organizational data is available in all systems concerned, you can transfer organizational data in CRM from one system to another. The following possibilities are available: •
Copying the sales structure from the R/3 System to CRM Online You can transfer sales areas as well as sales offices and sales groups from R/3 to CRM with one program. After transfer, it is often necessary to post-process the structure. You can find further information under copying the sales structure from R/3 to CRM Online [Page 50].
•
Creating the organizational model manually in CRM Online [Page 52] This can be useful, if you only wish to use a part of the sales areas from the R/3 System in CRM.
•
Distributing the organizational plan from the R/3 HR System using ALE This can be useful if you use Organizational Management in the OLTP R/3 System, for example with SAP Workflow, and you have already created a detailed organizational model. You can find further information under Distributing the organizational plan from R/3 HR with ALE [Page 53]. See also SAP Note 312090.
•
Copying the organizational model from CRM Online to CRM Mobile You can find further information under Transferring the organizational model from CRM Online to CRM Mobile [Page 54]
&RS\LQJWKH6DOHV6WUXFWXUHIURP5WR&502QOLQH 3XUSRVH
If you use the R/3 System as a back end system in CRM, you need the sales structure from the R/3 System in order to transfer or create master data (for example, business partner, products, and conditions) in CRM. The following documentation explains how you can transfer the sales structure from 6DOHVDQG 'LVWULEXWLRQ (SD) of the R/3 System to CRM Online. By copying the sales structure, you can ensure that the structures in the R/3 OLTP System and in CRM Online correspond as far as possible. Corresponding sales structures is a prerequisite for being able to replicate sales documents into R/3 and exchange master data (for example, business partner and products) between systems. 3UHUHTXLVLWHV
•
You have set up a sales structure in R/3. You can find further information under Defining the sales structure in the OLTP R/3 System [SAP Library].
CRM Interaction Center: Business Scenario Configuration Guide
3.1 50
CRM Interaction Center •
The connection to the R/3 System has been set up. You can find further information under Communication Setup Overview [Page 14].
•
You transferred the distribution channels, and divisions if required, during the initial data transfer for Customizing objects. You can find further information under Initial Load of Customizing Objects [Page 45].
3URFHVV)ORZ
1. You execute the program for transferring the sales structure. You can find the program in the Implementation Guide (IMG) for &XVWRPHU5HODWLRQVKLS0DQDJHPHQWunder 0DVWHU'DWD→ 2UJDQL]DWLRQDO0DQDJHPHQW→'DWD7UDQVIHU→&RS\56DOHV6WUXFWXUH See the information in the IMG documentation. 2. The system copies the sales structure, or the selected sales areas. To ensure a structure that matches the R/3 sales structure as far as possible, and at the same time to make use of CRM Organizational Management options, the R/3 sales structure is displayed as follows: −
An own organizational unit is created for sales organizations, distribution channels and sales groups.
−
If several sales offices are assigned to one sales group in the R/3 System, the first assignment is transferred during copying. A sales group cannot be assigned to several offices in CRM Online.
−
The currency of the company code of the R/3 sales organization is assigned as an attribute of the corresponding sales organization in CRM Online.
−
Distribution channel and division are displayed as an attribute of their own organizational unit.
3. If the system can determine a unique R/3 dummy division (R/3 header division), it enters this division automatically. 4. In order to be able to use the organizational structure in CRM Organizational Management, carry out the following post-processing steps according to the requirements of your enterprise in the IMG for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW under 0DVWHU'DWD→2UJDQL]DWLRQDO0DQDJHPHQW →2UJDQL]DWLRQDO0RGHO→&KDQJH2UJDQL]DWLRQDO0RGHO: a. Check the descriptions of the organizational units and change these to appropriate names, if required. b. Complete missing organizational units, for example organizational units for Sales or Service processes. c.
Assign further attributes, for example postal code area and product groups for the required scenarios (Sales or Service).
d. Complete positions and assign employees to the positions. You can find more information on editing the organizational model under displaying/editing objects [SAP Library].
See of the following notes for executing the program for copying the R/3 sales structure: •
If the organizational model is created automatically with this program, a possibly already existing organizational model is not changed or overwritten. For this reason, ensure that organizational units or structures have not already been created manually in CRM Online before executing the report. Otherwise errors may occur during organizational data determination and during business partner and product data maintenance, as two parallel structures exist in the system.
•
For this reason, you can execute this program only once. Where necessary, you have to make corrections manually in Organizational Model Maintenance.
•
You cannot undo the organizational model according to the R/3 sales structure in CRM Online once it has been created.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 51
CRM Interaction Center ([DPSOH
The following graphic shows how a simple sales structure from the R/3 System is displayed after transfer to CRM Online:
6DOHV$UHDVLQ5
2UJDQL]DWLRQDO0RGHOLQ&50
Company Code
!
Root Node
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28 28
= SlsOrg
= SlsOrg
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28
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6HHDOVR
Creating the organizational model manually in CRM [Page 52]
&UHDWLQJWKH2UJDQL]DWLRQDO0RGHO0DQXDOO\LQ&50 8VH
It may be useful in the following cases to create the organizational model manually in CRM Online: •
You use CRM without an R/3 System as a back end.
•
After automatic transfer with the program for copying the R/3 sales structure, it would be complicated to post-process the organizational model.
•
You do not wish to use the program for copying the R/3 sales structure for other reasons.
3UHUHTXLVLWHV
Before creating the organizational model in CRM, you have carried out the following activities: 1. You have analyzed the sales structure of your R/3 System and decided which sales areas, which sales offices and sales groups you require in CRM Online. You can find the R/3 sales structure in the IMG of the R/3 System under (QWHUSULVH6WUXFWXUH→'HILQLWLRQ→6DOHVDQG'LVWULEXWLRQ 2. You have decided whether you are using divisions in the CRM System. If you are not using divisions, you have switched off the use of divisions in Customizing for CRM under 0DVWHU'DWD→ 2UJDQL]DWLRQDO0DQDJHPHQW→'LYLVLRQ6HWWLQJV→'HILQH8VHRI'LYLVLRQDQG'XPP\'LYLVLRQ. 3. You have transferred the required distribution channels and divisions, if required, with the initial data transfer. You can find further information under Replication of Customizing Objects [Page 42]. CRM Interaction Center: Business Scenario Configuration Guide
3.1 52
CRM Interaction Center 3URFHGXUH
In order to create an organizational model in CRM Online according to the example of the sales structure in R/3 6DOHVDQG'LVWULEXWLRQ 6' , proceed as follows: 1. Create an organizational model in Customizing for CRM under 0DVWHU'DWD→2UJDQL]DWLRQDO 0DQDJHPHQW→2UJDQL]DWLRQDO0RGHO→&UHDWH2UJDQL]DWLRQDO0RGHO, and define sales organizations, sales offices and sales groups in it. You can find more information on creating the organizational model under Creating objects [SAP Library]. 2. Enter the corresponding organizational units in the R/3 System (mapping). 3. Define the sales areas by assigning the sales organization, distribution channels and divisions as attributes.
You can also assign distribution channels and divisions to organizational units below a sales organization (for example, a sales office). The system then reads the sales area with the higher-level sales organization. 4. Define a dummy division [SAP Library] for data exchange with the R/3 System (for example, of business partner master data, or sales documents) in Customizing for CRM under 0DVWHU 'DWD→2UJDQL]DWLRQDO0DQDJHPHQW→'LYLVLRQ6HWWLQJV→'HILQH8VHRI'LYLVLRQDQG 'XPP\'LYLVLRQ
You can find further information on the function of the dummy division in the corresponding IMG documentation. 5HVXOW
You can enhance this organizational model in order to likewise display your Service and Purchasing processes. You can also use this organizational model for the implementation of workflow management. 6HHDOVR
Copying the sales structure from R/3 to CRM Online [Page 50]
'LVWULEXWLQJWKH2UJDQL]DWLRQDO3ODQIURP5+5ZLWK $/( 8VH
If you wish to use R/3 HR, and you have maintained the organizational plan there, you can distribute this organizational plan to CRM Online with ALE (Application Link Enabling). In this way, you are spared double maintenance of the organizational model in two different systems. In this scenario, R/3 HR is the leading system. You have to make changes to the organizational plan in the R/3 HR System, and you have to update CRM Online regularly. You can find further information in the Implementation Guide (IMG) of the HR System under %DVLV→ (ALE) →0RGHODQG,PSOHPHQW%XVLQHVV3URFHVVHV→&RQILJXUH3UH GHILQHG$/(%XVLQHVV3URFHVVHV→+XPDQ5HVRXUFHV0DQDJHPHQW→'LVWULEXWLQJ0DVWHU'DWD→
$SSOLFDWLRQ/LQN(QDEOLQJ
6HWXS'LVWULEXWHG2UJDQL]DWLRQDO0DQDJHPHQW
If you distributed employee master data using ALE, you cannot create or maintain employee master data in CRM.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 53
CRM Interaction Center $FWLYLWLHV
After distributing the organizational model, you have to make the following settings in Customizing for 6$3&50: •
Integration of organizational units with the business partner master records You can find further information in the IMG for &50 under 0DVWHUGDWD→ %XVLQHVV3DUWQHU → ,QWHJUDWLRQ%XVLQHVV3DUWQHU2UJDQL]DWLRQDO0DQDJHPHQW
•
Integration of employee master records with the business partner master records You can find further information in the IMG for &50 under 0DVWHUGDWD→ %XVLQHVV3DUWQHU → ,QWHJUDWLRQ%XVLQHVV3DUWQHU(PSOR\HH
•
Different number ranges for employee master records in R/3 and in CRM. You can find further information in the IMG for %DVLV (SAP Web Application Server) under 6$3 %XVLQHVV0DQDJHPHQW→6$3%XVLQHVV:RUNIORZ→%DVLF6HWWLQJV→1XPEHU5DQJH 0DLQWHQDQFH.
6HHDOVR
Distributed Organizational Management [SAP Library]
Take note of SAP Note 312090 when distributing the HR Organizational Model into CRM with ALE.
7UDQVIHUULQJWKH2UJDQL]DWLRQDO0RGHOIURP&502QOLQH WR&500RELOH 3XUSRVH
You can transfer the organizational structure from the CRM Online System for Sales Service via Middleware to mobile applications. 3URFHVV)ORZ
You start the transfer in Customizing for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW under 0DVWHU'DWD→ 2UJDQL]DWLRQDO0DQDJHPHQW→'DWD7UDQVIHU→&RS\2UJDQL]DWLRQDO6WUXFWXUHWR&500RELOH. See the corresponding information in the Implementation Guide (IMG) documentation. 5HVXOW
•
Sales areas from CRM Online are available on your laptops.
•
The organizational structure as an employee hierarchy also becomes available on the laptop.
7D[HVYLDWKH7UDQVDFWLRQ7D[(QJLQH77(
Depending on the billing scenario used - CRM invoice or R/3 invoice, you will use one of the following scenarios for determining tax: •
Transaction Tax Engine (CRM Invoice)
CRM Interaction Center: Business Scenario Configuration Guide
3.1 54
CRM Interaction Center •
Condition Technique (R/3 Invoice)
The following activities are needed to configure your system for tax calculation via the TTE: 1. Connectivity Activities [Page 56] 2. Master Data Replication for the Business Partner [Page 59] 3. Initial Customizing Download [Page 63] 4. Master Data Replication for the Product [Page 64]
0DVWHU'DWD5HSOLFDWLRQ
To replicate tax-relevant master data from R/3 to CRM for both of these methods, you: •
Make assignment settings in Customizing tables
•
Initiate a Customizing Download to transfer these Customizing tables to the CRM system
$FWLYLW\2YHUYLHZIRU0DVWHU'DWD5HSOLFDWLRQ
6\VWHP
Define Business Partner and Product Tax Types [Page 59]
R/3
Define Business Partner Tax Groups [Page 60]
R/3
Define Business Partner Assignment Settings [Page 61]
R/3
Execute Validation Report for Business Partner Assignment Settings [Page 62]
R/3
Initiate Customizing Download [Page 63]
CRM
Define Product Tax Groups [Page 64]
CRM
Define Product Tax Assignment from R/3 to CRM [Page 65]
CRM
Execute Validation Report for Product Assignment Settings [Page 66]
CRM
CRM Interaction Center: Business Scenario Configuration Guide
3.1 55
CRM Interaction Center
*UDSKLFDO2YHUYLHZ
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The Transaction Tax Engine (TTE) is an integral part of the Internet Pricing and Configurator (IPC). For information on: Setting up and installing the IPC, see The Internet Pricing and Configurator [SAP Library]. TTE-specific settings for the IPC administrator, see TTE Settings for the IPC Administrator [Page 56]. US-Specific information, see USA: Country-Specific Settings [Page 67].
77(6HWWLQJVIRUWKH,3&$GPLQLVWUDWRU
When pricing is required and a call to the TTE has to be made via the SPE, the following user exits are required under the 3ULFLQJ tab: To access the Internet Pricing and Configurator Administrator, choose Start → Programs → SAP Internet Pricing and Configurator → Administrator → Pricing Engine Parameters The TTE specific settings are made in the Pricing Engine Parameters For specific information referring to particular Support Packages, refer to the CSN Note: 449883.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 56
CRM Interaction Center 8VHU([LWV
The following user exits have to be maintained: Document User Exit
userexits.DocumentTaxUserExit
Item User Exit
userexits.ItemTaxUserExit
Features under the Transaction Tax Engine Tab Feature
Additional Information
TTE Enabled
Allows you to activate the TTE or deactivate it. As a default setting, this option is selected. Leave blank if you do not use the TTE or you need to isolate the TTE from the IPC for urgent repair work
Debug
Displays detailed debug information on the server console when selected
'DWDEDVH$OLDV
Select the name of system where the TTE configuration settings are maintained
&OLHQW
Select the client in which the TTE configuration settings are maintained
External Tax Determination
Select this option if you are using tax software from an external vendor
External Tax Package
This option is only displayed if ([WHUQDO7D[ 'HWHUPLQDWLRQ is selected. You use it to select the relevant external software vendor
WorkArea Refresh Time
Indicates the time for which a tax document that is the input and output document - is available
Customizing Refresh
Indicates the frequency in which Customizing settings are refreshed - for example every 15 minutes. You can select the Starting Time and the frequency of the Customizing Refresh
Do Persistent File
Select this option if you want to retain your tax document for data retention purposes
Persistent File Path
Path where the tax document is stored for data retention purposes
Default Indicator
Automatically selects predefined values and active database
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center For specific information referring to particular Support Packages, refer to the CSN Note: 449905.
To access the Internet Pricing and Configurator Administrator, choose Start → Programs → SAP Internet Pricing and Configurator → Administrator → Pricing Engine Parameters
You must: Install the external tax package on the same machine The class path settings in the server.bat and the admin.bat must be:
Vertex: @SET CLASSPATH_=%CLASSPATH_%;vertex_install_dir\QSCI\lib\equantum.jar;vertex_install_dir\QSCI\lib\qsci. jar
Taxware : @SET CLASSPATH_=%CLASSPATH_%;c:\winnt\java\classes\TAXWARE_SAP.zip
However, when the IPC server has to be started from the Service Manager as a service, the following lines need to be added to the classpath entry of ipc_install_dir\lib\properties\serverservice.properties :
Vertex: vertex_install_dir\QSCI\lib\equantum.jar;vertex_install_dir\QSCI\lib\qsci.jar
Taxware : c:\winnt\java\classes\TAXWARE_SAP.zip
US Settings With the TTE Make these settings when the external software is called via the TTE Feature
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CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Do Persistent File
Leave blank -> When this option is left blank, the feature Persistent File Path is not available
US Settings Without the TTE Make these settings when the external software is called directly (and not via the TTE) Feature
Settings
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Leave blank -> When this option is left blank, the following features are not available: Debug Database Alias Client Do Persistent File Persistent File Path WorkArea Refresh Time Customizing Refresh
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To replicate tax-relevant Business Partner master data, you: 1. Define Business Partner tax types 2.
[Page 59]Define BP tax classification assignment settings [Page 61]
3. Validate Business Partner assignment settings [Page 62] 4. Initiate a Customizing download [Page 63]
'HILQLQJ%XVLQHVV3DUWQHUDQG3URGXFW7D[7\SHV 8VH
To replicate: R/3 tax categories for Business Partners and products to CRM tax types. You define CRM tax types in your R/3 system so that you can assign your tax classifications in the corresponding Customizing tables. These tables are used to replicate data to the CRM system via the Customizing Download.
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CRM Interaction Center 3UHUHTXLVLWHV
You carry out this activity in the R/3 system. In the R/3 system, you have defined: •
Tax categories
•
Tax countries
•
Tax classification
3URFHGXUH
In R/3
Choose the transaction 3,70 You branch to the 'HILQH7D[7\SHV screen.
2. Choose 'HILQH7D[7\SHV 3. Choose 1HZ(QWULHV 4. Enter the &RXQWU\. 5. Enter the 7D[7\SH. 6. Indicate, via the checkboxes, if the tax type is relevant for the %XVLQHVV3DUWQHU, 3URGXFW, or both. 7. Save your entries. 5HVXOW
After you have defined tax types for your Business Partner, you Assign [Page 60] the Business Partner tax group After you have defined tax types for your product in R/3, you: Initiate a Customizing download to CRM [Page 63]. Assign the product tax groups to tax types in CRM [Page 64]. ([DPSOH
To define a tax type for a product or a Business Partner, make the following entries:
&RXQWU\
7D[7\SH
7D[7\SH'HVFULSWLRQ
%3FKHFNER[
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US
UTXJ
US Sales Tax
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To replicate R/3 Business Partner tax classification to CRM Business Partner tax groups, you have to define CRM Business Partner tax groups in R/3. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center 3UHUHTXLVLWHV
You carry out this activity in the R/3 system. In the R/3 system, you have defined tax types [Page 59].
3URFHGXUH
In R/3 1. Choose the transaction 3,70 2. Select a 7D[7\SH 3. Choose $VVLJQ%XVLQHVV3DUWQHU7D[*URXS
Choose 1HZ(QWULHV
5. Enter the &RXQWU\. 6. Enter the 5HJLRQ, if required. If you calculate tax via the jurisdiction method, you must maintain a region. 7. Enter the 7D[7\SH. 8. Enter the 7D[*URXS. 9. Save your entries.
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You can now define the business partner tax classification assignment settings [Page 61]. ([DPSOH &RXQWU\
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To replicate R/3 tax categories and tax classifications to the CRM system. 3UHUHTXLVLWHV
The R/3 tax categories and tax classifications have been maintained. In addition, you have also defined: Tax types for CRM [Page 59] Tax groups for CRM [Page 60]
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CRM Interaction Center 3URFHGXUH
In R/3
Enter the transaction 3,70 You branch to the 7D[&ODVVLILFDWLRQ0DSSLQJ5WR&50Overview screen.
2. Choose 1HZ(QWULHV. 3. Enter the &RXQWU\. 4. Enter the 5HJLRQ If you calculate tax via the jurisdiction method, you must maintain a region. 5. Enter the CRM 7D[7\SH. 6. Enter the CRM 7D[*URXS.
Enter the R/3 7D[&DWHJRU\
Enter the R/3 7D[&ODVVLILFDWLRQ
9. Save your entries.
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You have now completed the assignment settings required for the Customizing download [Page 63] to CRM to replicate your master data. ([DPSOH
To replicate the R/3 Tax Category, 9$7, and Tax Classification , valid for the UK to CRM Tax Type, 9$7, and Tax Group, )XOO, valid for the UK make the following entries:
7DEOH7D[&ODVVLILFDWLRQ0DSSLQJ5WR&502YHUYLHZ7UDQVDFWLRQ3,70 &RXQWU\
5HJLRQ
UK
7D[7\SH
7D[*URXS
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1
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To validate Business Partner assignment settings prior to the Customizing Download. 3UHUHTXLVLWHV
You have defined: Tax types [Page 59] CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Tax groups [Page 60] Tax classification assignment [Page 61] from R/3 to CRM 3URFHGXUH
Execute the report CRM_TAX_CUST_VALIDATE_BP
,QLWLDWLQJD&XVWRPL]LQJ'RZQORDG 8VH
To export the tax-relevant Customizing tables for replicating the Business Partner and product taxrelevant master data.
Once an initial Customizing download has been initiated, any further changes to master data in R/3 are automatically replicated in CRM by a delta download. If you make any changes to your tax-relevant Customizing tables (see the overview table in the section below, 5HVXOW), you have to initiate a new Customizing download. 3UHUHTXLVLWHV %XVLQHVV3DUWQHU5HSOLFDWLRQ
1. Define Business Partner tax types 2.
[Page 59]Define BP tax classification assignment settings [Page 61]
3. Validate Business Partner assignment settings [Page 62]
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1. Define product tax groups [Page 64] 2. Define product tax assignment settings 3.
[Page 65]Validate product tax assignment settings [Page 66]
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In the CRM menu:
Choose 0LGGOHZDUH→'DWD([FKDQJH→,QLWLDO/RDG→6WDUW
2. Enter the load object '1/B&867B7$;. 3. Enter 6RXUFH6LWH. In this case, the source site will be an R/3 system 4. Enter 'HVWLQDWLRQ6LWH In this case, the destination site will be a CRM system. 5. Choose ([HFXWH. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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From a technical perspective, the following tables have been transported:
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TSTL (Valid Tax Categories for each country) Maintained in the IMG activity: Define Tax Determination Rules)
TB070 (Define Tax Types) Contained in the IMG activity: Define Tax Type/Group for BP/Product
TB071_CM (CRM Tax Groups)
TB071 (Define BP Tax Groups) Contained in the IMG activity: Define Tax Type/Group for BP/Product
TBO70_CM (CRM Tax Types Maintained via the transaction PITC TB072_CM (Tax Classification R/3 <-> CRM) Maintained via the transaction PITM
CRMC_TAX_MAP_BP (BP Tax Classification for Conditions: Mapping R/3 <-> CRM) Contained in the IMG activity: Assignment of Business Partner Data for Conditions from R/3 to CRM
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To replicate tax-relevant product master data, you 1. Initiate a Customizing download 2.
[Page 63]Define product tax groups [Page 64]
3. Define product tax assignment settings 4.
[Page 65]Validate product tax assignment settings [Page 66]
'HILQLQJ3URGXFW7D[*URXSV 8VH
To assign the CRM product tax group to the CRM tax type so that product tax assignment settings can be made to replicate master data.
3UHUHTXLVLWHV
Product tax types have been defined [Page 59] and downloaded [Page 63].
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CRM Interaction Center 3URFHGXUH
In CRM Customizing: 1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→'HILQH7D[7\SH *URXSIRU3URGXFW
2. Select 7D[7\SHfrom the subdialog 'HILQH7D[7\SH Product tax types are defined in R/3. Only product tax types that have been defined and downloaded will be available.
Select $VVLJQ3URGXFW7D[*URXS
4. Enter the &RXQWU\
Enter the 7D[7\SH
Enter the 7D[*URXS In CRM you can define a product tax group with up to 20 alpha-numerical characters. However, maintain CRM product tax groups so that they correspond to the R/3 tax classification.
7. Save your entries.
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You are now ready to define the product tax data assignment settings [Page 65] from R/3 to CRM. ([DPSOH
To assign CRM products with R/3 materials, maintain the values as follows:
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To replicate R/3 tax categories and tax classifications for the product to the CRM system. 3UHUHTXLVLWHV
You have defined Product tax types [Page 59] Product tax groups [Page 64]
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CRM Interaction Center 3URFHGXUH
In the CRM Customizing: Choose Customer Relationship Management → %DVLF)XQFWLRQV→7D[HV→'DWD7UDQVIHU→ 'HILQH$VVLJQPHQWRI3URGXFW7D['DWDIURP5WR&50
Enter the &RXQWU\. Enter the 5HJLRQ. Enter the 7D[7\SH. Enter the 7D[*URXS. Enter the 7D[6HTXHQFH. Enter the 7D[&ODVVLILFDWLRQ. Save your entries. 5HVXOW
You are now ready to validate your data transfer settings before proceeding to the Customizing Download.
9DOLGDWLQJ3URGXFW7D[$VVLJQPHQW6HWWLQJV 8VH
To validate product tax assignment settings prior to the Customizing download. 3UHUHTXLVLWHV
You have defined: Tax types [Page 59] for the product Tax groups [Page 64] for the product. Tax classification assignment [Page 65] from R/3 to CRM for the product. 3URFHGXUH
In CRM Customizing: Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW → %DVLF)XQFWLRQV→7D[HV→'DWD7UDQVIHU→ &KHFN&XVWRPL]LQJRI'DWD7UDQVIHU
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When your assignment settings have been validated, you can proceed with the Customizing download.
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CRM Interaction Center
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For country-specific information for tax calculation via the TTE, see: USA [Page 67]
86$&RXQWU\6SHFLILF6HWWLQJV
US taxes are calculated in CRM with the support of an external system. During the processing of CRM transactions, such as address maintenance, the external tax system is called to:
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Every master record in which address data is maintained must have a jurisdiction code that is defined and determined in the external tax system. The CRM system passes the relevant address data to the external tax system and the external tax system returns the possible jurisdiction codes that match the address criteria. For information on setting up the system for jurisdiction code determination, see Jurisdiction Code Determination Communication. &DOFXODWHWD[UDWHVDQGDPRXQWV
During sales transaction processing or whenever pricing is carried out, the external tax system is called for tax calculation. In contrast with the jurisdiction code determination, tax calculation with an external system using a JAVA-based CRM component, the Internet Pricing and Configurator (IPC). This external software must be installed on the same server as the IPC. For information on setting up the IPC for the external system, see TTE Settings for the IPC Administrator. [Page 56]
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To establish the jurisdiction code communication between the CRM and the external tax system via a RFC (Remote Function Call), you need to carry out the following activities:
1. Define Physical Destination [Page 68] 2. Define External Tax Calculation [Page 70] 3. Determine Function Call [Page 69] 4. Assign Country for External System [Page 70]
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To create an RFC destination between CRM and the external tax system for jurisdiction code determination.
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In the CRM Customizing:
Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→([WHUQDO7D[ →'HILQH3K\VLFDO'HVWLQDWLRQ
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2. Choose ([HFXWH. You branch to 5)&'HVWLQDWLRQ6FUHHQ. 3. Choose &UHDWH. 4. Enter a logical name for the RFC destination, such as 9(57(; or 7$;:$5(. 5. Enter 7 in Connection Type. "T" stands for TCP/IP communication protocol. 6. Enter a short description text. 7. Save your entries. On saving your entries, the 7HFKQLFDO6HWWLQJV subdialog appears. 8. Define 7HFKQLFDO6HWWLQJV. You must define the directory path in which the tax system executable or shellscript program is installed. SAP recommends the following methods for defining the directory path: If CRM and the external system are on the same server Select the radio button $FWLYDWLRQ7\SH- 6WDUWRQ$SSOLFDWLRQ6HUYHU In the field 3URJUDP, specify the external tax system executable or shellscript program in addition to the directory path on which it was installed.
If CRM and the external system are on different servers: Select the radio button $FWLYDWLRQ7\SH- 6WDUWRQ([SOLFLW+RVW In the field 3URJUDP, specify the external tax system executable or shellscript program in addition to the directory path on which it was installed. In the field 7DUJHW+RVW, enter the host name of the server in which the external tax system resides.
9. Choose 6DYH.
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CRM Interaction Center 5HVXOW )ROORZ2Q3URFHGXUHV &KRRVH7HVW&RQQHFWLRQWRFKHFN\RXUFRQQHFWLRQ
If any errors occur, check, in addition to verifying that your original entries were correct, that the following is correct: •
Gateway host and service name.
•
Installation of correct external tax system and correct version.
•
Installation of external tax system API and correct version for the CRM interface.
•
Version of RFC libraries.
•
Permissions set on user account.
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If this is missing, contact your system administrator.
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To determine the function call that is used to call the external system for jurisdiction code determination. 3URFHGXUH
In the CRM Customizing:
Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→([WHUQDO7D[ →'HWHUPLQDWLRQRI)XQFWLRQ&DOO
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2. Enter the data as follows: Field
Enter
Partner
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Event
Select 'HWHUPLQDWLRQRI7D[-XULVGLFWLRQ&RGH from the pulldown menu.
Destination
Enter the physical destination [Page 68] you created.
for Taxware or 9 for Vertex.
3. Choose 6DYH
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To define how CRM accesses the external tax system, you have to define the external partner, the RFC destination, and the jurisdiction code structure.
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In the CRM Customizing: 1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→([WHUQDO7D[ &DOFXODWLRQ→'HILQH([WHUQDO7D[&DOFXODWLRQ. 2. Choose 1HZ(QWULHV. 3. Enter the data as follows: Partner - Enter 7 for TAXWARE or V for VERTEX. Destination - Enter the destination that you created in Defining Physical Destination. [Page 68] Jurisdiction Code Structure - Enter 2-5-2 for Taxware and 2-3-4-1 for Vertex 4. Save your entries.
$VVLJQLQJ([WHUQDO6\VWHPVWR&RXQWULHV 8VH
To assign a partner (external software system) to a country for jurisdiction code determination.
3URFHGXUH
Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→7D[HV→([WHUQDO7D[ &DOFXODWLRQ→&RXQWU\$VVLJQPHQWIRU([WHUQDO6\VWHPV'HWHUPLQDWLRQRI7D[-XULVGLFWLRQ&RGH
2. Choose 1HZ(QWULHV 3. Enter data as required, for example the country 86 and for the partner 7 for Taxware. 4. Choose 6DYH
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Your customer base is an essential part of your customer relationship management system. Therefore, mySAP CRM offers you a simple way to load your customer base and dependent data such as contact persons and customer hierarchies to the CRM system. Furthermore, in order to run your business as usual with your CRM system you can easily load other essential master data such as materials, conditions, and prices, as well as taxes. The master data transfer between an R/3 backend system and a CRM system encompasses both the initial load of data and the perpetual load (delta load) between both systems. 3UHUHTXLVLWHV
Before you can start the initial load of master data, you have to make sure •
all necessary customizing objects required for certain master data are successfully loaded to the CRM system.
•
the organizational model is successfully set up in the CRM system
•
the mapping between necessary sales organizations in CRM and R/3 is maintained. For more information about how to set up the organizational model, see 'LVSOD\LQJ(GLWLQJ 2EMHFWV.
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the dummy division is defined For more information about how to define the dummy division, see in the CRM Implementation Guide (IMG) under 0DVWHU 'DWD → 2UJDQL]DWLRQDO0DQDJHPHQ → 'LYLVLRQ6HWWLQJ → 'HILQH 8VHRI'LYLVLRQDQG'XPP\'LYLVLRQ.
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The initial loads of master data follow a sequence which is given by the dependencies between different master data: •
Business Partner
•
Contact Person
•
Customer Hierarchy (optional)
•
Materials
•
Conditions and Pricing Procedures
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Customer master data is the essential base of any customer relationship management system and its applications. You need to replicate customer master data in order to make your current customer base available to your CRM applications. The replication process is divided into two steps Replication of master data from an R/3 backend system to the CRM Server (using the R/3 adapter in the CRM Middleware). To load the contact persons to the CRM system there are two types of contact person data according to the R/3 backend system. The first type is ’business partner relations’ master data for Industry Solution R/3 backend systems such as IS Utilities, IS Banking or IS Media. The second type is ’contact persons’ master data for standard R/3 backend systems. The download object for the first type is BUPA_MAIN and the download object for the second type is CUSTOMER_MAIN. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Replication of master data from CRM Server to CRM Mobile (using Business Document (Bdoc) BUPA_MAIN). Please do not mix up the Bdoc BUPA_MAIN with the download object BUPA_MAIN. The replication process is divided into three different phases Initial data load of customizing and configuration data Initial data load of application data Delta load of application data The following chapter covers the replication of customer or business partner master data from an R/3 backend system to your CRM Server. 3UHUHTXLVLWHV
Before you start the replication process for business partners, you have to make sure that the replication of the necessary customizing objects has been finished successfully. For more information, see 5HSOLFDWLRQRI&XVWRPL]LQJ2EMHFWV. 3URFHVV)ORZ
You start the initial replication process for at least one application object using transaction 5$6on the CRM Server. Within the transaction 5$6 you can choose PXOWLSOHVHOHFWLRQ where you can specify how many and what objects you want to load. After the load process you should monitor the object load using transaction 5$0.
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A business partner can be created and maintained in different classifications and in different systems depending on the business scenario. The following table describes the business partner usage in different CRM applications. An entry in the column CRM or R/3 indicates that this business partner classification is mandatory in this system for the specified key capability. .H\&DSDELOLW\
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The business partner concepts of the R/3 system and the CRM system are different. Therefore, you have to define a mapping when exchanging business partners from R/3 to CRM and vice versa. D 56\VWHP
•
Every business partner has to be assigned to an account group that determines the properties of business partners, especially: •
Master data fields
•
Number range
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CRM Interaction Center • •
Specific functionality for sales and distribution
There are more than 20 different account groups available in the standard delivery.
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Business partners in the CRM system are grouped by using classifications which determine: •
Master data fields
•
Specific functionality
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The number ranges are not directly assigned to the classification. The number range is determined by the so-called grouping. When creating a business partner you can assign a grouping to the business partner. If you do not assign a grouping, the system uses the specified standard grouping for internal or external number assignment.
•
There are only 5 different classifications •
Consumer: Organization
•
Consumer: Person
•
Customer
•
Prospective customer
•
Competitor
You can assign more than one classification when creating a business partner. The classifications obey the following hierarchy. Consumer > Customer > Prospective Customer > Competitor For example, if you assign the classifications Consumer and Customer to a business partner the leading classification in the mapping process to account groups in R/3 is the classification Consumer. You have to define the mapping of business partner for both directions: from the R/3 system to the CRM system and vice versa. Thereby you have to: •
Map account groups to classifications and make sure that the required fields in both systems are identical
•
Map the number ranges
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There are two alternatives for mapping the business partner numbers from the R/3 Backend system to the CRM Server and vice versa. &KRRVLQJGLIIHUHQWQXPEHUUDQJHV 'HVFULSWLRQ
The business partner IDs of R/3 and CRM business partners are not identical. There is always an internal assignment table that maps the R/3 business partner ID to the corresponding CRM business partner to ensure a consistent data exchange. $GYDQWDJHV
•
The mapping procedure is easy
•
No problems with duplicate business partner IDs
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Identification of the same business partner in the R/3 Backend system and the CRM Server application is difficult. The R/3 ID is only available for searching and is not displayed in the master data record.
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When mapping R/3 account groups to CRM business partner groupings and vice versa you choose always internal number assignment in the receiving system, i.e. a business partner that is created in R/3 Backend system gets automatically a new ID during the replication to the CRM Server and vice versa. You can choose the same or different number ranges for the mapping of account group to classification. To avoid misunderstandings, i.e. customers with the same ID are not identical, it is recommended to use different number ranges. ([DPSOHIRUPDSSLQJ
CRM Server
R/3 Backend System
Classification
From number to number
Replication direction
Account group
From number to number
Customer
1000-1999
Internal R/3 Backend 0001 number range to CRM Server
1-999
Internal number range
Customer
1000-1999
Internal CRM Server 0001 number range to R/3 Backend
1-999
Internal number range
The first customer created in the R/3 Backend system gets ID 1 in the R/3 Backend system and ID 1000 in the CRM System. If the next customer is created in the CRM system he will get the ID 1001 in the CRM system and ID 2 in the R/3 Backend system. &KRRVLQJLGHQWLFDOQXPEHUUDQJHV 'HVFULSWLRQ
The business partner IDs of R/3 and CRM business partners are identical. There is always an internal assignment table that maps the R/3 business partner ID to the corresponding CRM business partner to ensure a consistent data exchange. $GYDQWDJHV
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Identification of the same business partner in OLTP R/3 and CRM system is easy possible because of using the same ID.
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The mapping procedure is complicated.
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Duplicate business partner IDs may occur if the mapping is not defined correctly.
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There are two ways to guarantee identical number ranges. /HDGLQJV\VWHPDSSURDFK
Define a leading system for business partner maintenance, i.e. business partners belonging to the same account group or classification are only maintained in the OLTP R/3 or in the CRM system exclusively. ([DPSOH
Customers (account group 0001) are only maintained in the OLTP R/3, consumers (account group 0170) are only maintained in the CRM system. The account group and the mapped classification CRM Interaction Center: Business Scenario Configuration Guide
3.1 74
CRM Interaction Center must have the same number range. For the receiving system external number assignment is required. You have to make sure that business partner creation in the receiving system is prohibited. ([DPSOHIRUPDSSLQJ
CRM System
OLTP R/3
Classification
From number to number
Replication direction
Account group
From number to number
Customer
1-999
External R/3 Backend 0001 number range to CRM Server
1 -999
Internal number range (leading)
Consumer
1000-ZZZ
Internal CRM Server 0170 number range to R/3 (leading) Backend
1000-ZZZ
External number range
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If the leading system approach is not feasible you can ensure identical number ranges by using different account groups. ([DPSOH
Customers have to be maintained in the R/3 Backend system and in the CRM system in parallel. Define one account group (e.g. 0001) for customers that are created in the R/3 Backend system and have to be replicated in the CRM system. Define an additional account group (e.g. Z001) for customers that are created in the CRM system and have to be replicated to the R/3 Backend system. Use different number ranges for these account groups and define external number assignment in the receiving system.
This approach is not applicable for consumers because there can only be one unique account group for consumers in the R/3 Backend system. Therefore you have to chose the leading system approach to ensure identical numbers for consumers in both systems.
CRM System
OLTP R/3
Classification
From number to number
Replication direction
Account group
From number to number
Customer
1-999
External R/3 Backend 0001 number range to CRM Server
1 -999
Internal number range (leading)
Customer
1000-1999
Internal CRM Server Z001 number range to R/3 (leading) Backend
1000-1999
External number range
In the following only the required activities for implementing the separate account group approach for customers and the leading system approach for consumers are described, i.e. the CRM system is the leading system for the creation of consumers after the initial replication from the R/3 Backend system.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 75
CRM Interaction Center
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In order to map the business partner master data from R/3 Backend system to CRM Server you have to run the following activities: 1. Identifying relevant R/3 account groups. 2. Defining number ranges for CRM business partners. 3. Defining CRM business partner groupings. 4. Mapping R/3 account group to CRM classification The following table describes all relevant elements that have to be maintained for the mapping of R/3 account groups to CRM classifications. It is also mentioned at which activity the element is maintained. It is recommend to maintain this table to keep the overview when running the following activities. 5
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For the above example, the mapping runs as follows: 1. A business partner for account group VROGWRSDUW\ is created in the R/3 system. 2. The account group has the number range assignment and internal number assignment, i.e. a number is automatically created from the interval for this business partner, e.g. . 3. The business partner is replicated to the CRM system. 4. The account group is assigned to the classification &XVWRPHU with grouping 5. Grouping 5 is assigned to number range 5 that is identical to the R/3 number range . The R/3 customer that is replicated to the CRM system automatically is created with classification &XVWRPHU and gets the same number because external number assignment is chosen for the CRM number range.
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In the OLTP R/3 analyze the relevant account groups and their assigned number ranges. Identify the account groups that you are using when creating business partners in the OLTP R/3. For these account groups a mapping have to be defined in the following activities. 3URFHGXUH
R/3
Identifying Relevant R/3 Account Groups
Transaction code
OVT0
IMG Path
Logistics General → Business partners → Customers → Control → Define account groups and field selection for customer
CRM Interaction Center: Business Scenario Configuration Guide
3.1 76
CRM Interaction Center 1. Select your relevant customer groups. 2. Choose Details (F2). 3. An overview table of the number ranges appears. Select the field Number range and choose F4 to get the interval for this number range. In this table, the External field indicates whether the number range is internal or external. 4. Note down the account group information in the table described in the activity Mapping Business Master Data from R/3 to CRM. It will be used in the following activities.
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For each number ranges of the selected account groups of the OLTP R/3 you have to create a number range in the CRM system. 3URFHGXUH &50
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1. Choose &KDQJH,QWHUYDOV. For each different number range identified in the activity ,GHQWLI\LQJ5HOHYDQW5$FFRXQW*URXSV create a new number range. 2. Choose ,QVHUW,QWHUYDOand enter the number range according to the R/3 number range. 3. Choose the ([W. flag for the number range. 4. Save your entries.
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For each number range created in the activity 'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV, you have to create a grouping. The business partner gets a number from the number range that is assigned to the grouping. This grouping is only used for defining number ranges for business partners that are replicated from R/3 to CRM.
These groupings should not be used for creating business partners in the CRM system, because business partners belonging to these groupings are not replicated to the OLTP R/3.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 77
CRM Interaction Center
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1. Choose 1HZ(QWULHV. Create a grouping for each number range interval created in the activity 'HILQLQJ1XPEHU5DQJHV IRU&50%XVLQHVV3DUWQHUV
2. Enter the following values: )LHOG
9DOXH
5HPDUNV
Grouping
Choose a grouping with a leading character that indicates that this grouping should not be used when creating business partners in the CRM system, e.g. ‘R’
Short name
, e.g. R/3 Customer
Choose a name indicating that this grouping is used for the corresponding R/3 account group
Description
, e.g. R/3 Customer
Number range
Choose one of the number ranges you have created before.
External
Selected
External number assignment is required.
Deselected
This field has to be set only for the grouping that is used for the classification &RQVXPHU
Choose (QWHU
Int.Std.Grping
3HUVRQ
Ext.Std.Grping
Deselected
4. Save your entries.
&UHDWLQJ55HIHUHQFH&XVWRPHU 8VH
This activity is not valid •
for R/3 releases less than 4.6
•
if a reference customer for consumer is already created
Business partners with the classification Consumer: Persons are distributed as business partner master data for consumers to the R/3 system (as of release 4.6). The sales area data copied from the reference business partner to the business partner master records for consumers in the CRM is not distributed to the customer master records in the R/3 system. The sales area data for consumers in the R/3 system is determined from the R/3 reference customer. For these data use an existing account group you created as customer master records for consumers in the R/3 system, e.g. account group 0170. CRM Interaction Center: Business Scenario Configuration Guide
3.1 78
CRM Interaction Center You have to create a customer master record that can be used as reference customer. This customer must have consistent sales area data for all sales areas that can be assigned to a consumer which is created in the CRM system.
Do not choose an existing customer as reference business partner. The reference customer does not have to be a consumer himself. Create the reference customer as Sold-To-Party. 3URFHGXUH
R/3
Creating R/3 Reference Customer
Transaction code
XD01
SAP Menu
Logistics → Logistics Execution → Master Data → Partner → Customer → Create → Total
1. Create a new customer master record and maintain all relevant data. You can also copy this business partner from an existing business partner where typical sales area data is maintained already.
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This activity is not valid •
for R/3 releases less than 4.6
•
if a reference customer for consumer is already created
There is only one reference customer in an R/3 client. This reference customer is implicitly assigned to the account group for consumers. 3URFHGXUH 5
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1. In the field 5HIFXVWRPHU enter the business partner you have created in the activity &UHDWLQJ %XVLQHVV3DUWQHUIRU5HIHUHQFH&XVWRPHU
2. Choose (QWHU 3. Save your entries.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 79
CRM Interaction Center
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This activity is only valid for R/3 system releases less than 4.6 You have to create a new account group for the mapping of business partner classifications Consumer: Organizations and Consumer: Persons. The mapping is described in the following activity. 3URFHGXUH
R/3
Creating Account Group for Consumers
Transaction code
OVT0
IMG Path
Logistics General → Logistics Basic Data: Business partners → Customers → Control → Define account groups and field selection for customer
1. Create a new account groups by copying account group 0001. 2. Select account group 0001 and choose Copy as. 3. Enter the following values: Field
Value
Remarks
Account Group (ID)
Choose an ID beginning with ‘Z’ , e.g. Z0170.
Account Group (Name)
Choose a name indicating that this account group is used for the mapping of CRM consumers, e.g. CRM Consumers.
Number range
Choose a number range corresponding to the number range for the classification Consumer in the CRM system.
4. Save your entries.
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For each of the OLTP R/3 account groups you have to define a mapping to a CRM business partner classification and grouping. In the CRM system, the following business partner classifications exist: •
Customer
•
Consumer: Organization
•
Consumer: Person
•
Sales Prospect
•
Competitor
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CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center For each account group you have to specify the classification (for example &RQVXPHU) and the grouping (that is, number ranges). 1. In the dialog structure choose 5Å&50$VVLJQ$FFRXQW*USWR%3&ODVVLILFDWLRQ. 2. Choose 1HZHQWULHV. 3. Enter the following values: )LHOG
9DOXH
5HPDUNV
Account Group
Create an entry for every R/3 account group even if no mapping should be defined for this account group
Name
Determined automatically
Classification
Choose the relevant classification to which the account group should be assigned. Leave this field empty if no assignment is necessary, i.e. business partners of this account group don’t have to be replicated to the CRM system. The account group for consumers (e.g. 0170) have to be assigned to the classification &RQVXPHU3HUVRQ.
Grouping
Choose the grouping that was created for this classification.
External
Selected
External number assignment is required to make sure that the business partner numbers are identical in R/3 and CRM.
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R001
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0002
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R001
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0005
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Sales Prospect
R001
Selected
0006
Competitor
Competitors
R001
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0170
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Consumer: Person
R002
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In order to map the business partner master data from CRM to R/3 you have to run the following activities: 1. Defining number ranges for CRM business partners. 2. Defining CRM business partner groupings. CRM Interaction Center: Business Scenario Configuration Guide
3.1 81
CRM Interaction Center 3. Creating R/3 business partner number ranges. 4. Creating R/3 account groups. 5. Mapping CRM classifications to R/3 account groups. The following table describes all relevant elements that have to be maintained for the mapping of CRM classifications to R/3 account groups. It is also mentioned at which activity the element is maintained. It is recommend to maintain this table to keep the overview when running the following activities. &50
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C001
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Z001
For the example above the mapping runs as follows: 1. A business partner with classification &XVWRPHU and grouping C001 is created in the CRM system. 2. The grouping C001 has the number range assignment & and internal number assignment, i.e. a number is automatically created from the interval for this business partner, e.g. . 3. The business partner is replicated to the R/3 system. 4. The classification is assigned to the account group =VROGWRSDUW\ The number range & with the same interval as R/3 number range & is assigned to account group = The CRM business partner that is replicated from the CRM system to the R/3 system gets the CRM number because external number assignment is chosen for the R/3 number range.
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For the business partners created in the CRM system you have to define number ranges. You can define one number range for all classifications or define for example a separate number range for each classification. 3URFHGXUH &50
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1. Choose &KDQJH,QWHUYDOV. 2. Choose ,QVHUW,QWHUYDO and enter the new number range. Make sure that this interval is not used in the R/3 system for business partners.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 82
CRM Interaction Center 3. It is recommended to use internal number assignment. Therefore the ([W. flag should not be selected. 4. Save your entries.
'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV3DUW 8VH
For each number range created in the activity 'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV ,, you have to create a grouping. This grouping has to be assigned manually or automatically when creating a business partner. The business partner gets a number from the number range that is assigned to the grouping. 3URFHGXUH &50
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1. Choose 1HZ(QWULHV. Create a grouping for each number range interval created in the activity 'HILQLQJ1XPEHU5DQJHV IRU&50%XVLQHVV3DUWQHUV
2. Enter the following values: )LHOG
9DOXH
5HPDUNV
Grouping
Choose a grouping with a leading character that indicates that this grouping should be used when creating business partners in the CRM system, e.g. ‘C’
Short name
, e.g. CRM Customer
Choose a name indicating that this grouping is used for the corresponding R/3 account group
Description
, e.g. CRN Customer
Number range
Choose one of the number ranges you have created before.
External
Set automatically according to the selected number range
Choose (QWHU
Int.Std.Grping
Deselected
Ext.Std.Grping
Deselected
4. Save your entries
CRM Interaction Center: Business Scenario Configuration Guide
3.1 83
CRM Interaction Center
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For all number ranges created in the CRM system as described in 'HILQLQJ&50%XVLQHVV3DUWQHU 1XPEHU5DQJHV3DUW you have to define a corresponding number range in the R/3 Backend system. This is necessary to ensure that a business partners created in the CRM system get the same ID when they are replicated to the R/3 Backend system. 3URFHGXUH 5
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1. Choose Define Number Ranges for Customer Master. 2. Choose Change Intervals. 3. Choose Insert Interval and enter the number range according to the CRM number range created in the activity Defining CRM Business Partner Number Ranges II. 4. The Ext. flag has to be selected. 5. Save your entries.
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In order to map the CRM business partner classifications to R/3 account groups for the replication of business partners from the CRM system to the OLTP R/3 you have to define a separate account group for each classification (exception: &RQVXPHU3HUVRQ) You can’t use the same account groups that you have chosen for the replication from the OLTP R/3 into the CRM system, because this would cause inconsistencies. For example: Account group is mapped to classification &XVWRPHU for both replication directions R/3 Å CRM and CRM Å R/3. When two different customers are created at the same time in R/3 and CRM it is possible that they get the same number. In this case the replication would not work because the customer number that have to be created in the receiving system is already blocked.
These account groups should not be used for creating business partners in the R/3 system, because business partners belonging to these account groups are not replicated to the CRM system. 3URFHGXUH 5
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1. Create account groups for each CRM classification according to the following recommendation:
CRM Interaction Center: Business Scenario Configuration Guide
3.1 84
CRM Interaction Center
&50&ODVVLILFDWLRQ
5$FFRXQW*URXS
Customer
Copy of 0001
Consumer: Organization
Copy of 0001
Consumer: Person
No copy !
Competitor
Copy of 0006
Prospective Customer
Copy of 0005
2. Create the new account groups by copying from the original account group. Select the account group and choose &RS\DV 3. Enter the following values: )LHOG
9DOXH
5HPDUNV
Account Group (ID)
Choose an ID beginning with ‘Z’ , e.g. Z001 for the copy of account group 0001.
Account Group (Name)
Choose a name indicating that this account group is used for the mapping of CRM classifications, e.g. &50&XVWRPHU for the copy of account group 0001.
Number range
Choose the number range you have created in the activity &UHDWLQJ5EXVLQHVVSDUWQHU QXPEHUUDQJHV for the classification the account group is defined for.
4. Save your entries.
After creating the new account groups you have to define the allowed partner functions for this account group. 5
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1. Select partner object &XVWRPHU0DVWHU. 2. Choose 3DUWQHU)XQFWLRQV 3. Choose (QYLURQPHQWÅ$FFWJUSDVVLJQPHQW. 4. Overwrite an existing line with the following data. The overwritten data will not be deleted. )LHOG
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SP
Acct group
5. Repeat this step with the values (SH, ), (BP, ) and (PY, ) 6. Save your entries.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 85
CRM Interaction Center
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For each of the CRM business partner classifications you have to define a mapping to a R/3 account group. Use the R/3 account groups you have created in &UHDWLQJ5$FFRXQW*URXSV. 3URFHGXUH 5
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For each account group you have to specify the classification (for example &RQVXPHU) and the grouping (that is, number ranges). 1. In the dialog structure choose CRM Å R/3: Assign BP Classification to Account Grp. 2. Choose New entries. 3. Enter the mapping according to the following recommendation: 5HFRPPHQGDWLRQIRU&RQVXPHU
The business partner data that you create in CRM as consumers, it is important to know whether the business partners are organizations or persons. •
Organizations are distributed to the R/3 system as business partner master data for customers, and not for consumers. Thus, the sales area data that was copied from the reference business partner to business partner master records for consumers in CRM is distributed to customer master records in the R/3 system. Create an account group in the R/3 system specifically for business partner master records with the classification &RQVXPHU2UJDQL]DWLRQ of the CRM system. Do not use an existing account group that you created in the R/3 system for customer master records for consumers.
•
Persons are distributed as business partner master data for consumers to the R/3 system (as of release 4.6). The sales area data copied from the reference business partner to the business partner master records for consumers in the CRM is not distributed to the customer master records in the R/3 system. The sales area data for consumers in the R/3 system is determined from the reference customer. For these data use an existing account group you created as customer master records for consumers in the R/3 system.
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Assign the account group that is relevant in the R/3 system for customers. This is also assigned when the business partner is additionally classified as a SURVSHFWLYHFXVWRPHU and a FRPSHWLWRU in the CRM system. 5HFRPPHQGDWLRQIRU3URVSHFWLYH&XVWRPHU
Assign the account group that is relevant in the R/3 system for prospective customers. This is also assigned when the business partner is additionally classified as a FRPSHWLWRU in CRM. 5HFRPPHQGDWLRQIRU&RPSHWLWRU
Assign the account group that is relevant as competitors in the R/3 system.
If you have maintained neither an account group for consumers, nor a reference customer in the R/3 system or in case that the release of your R/3 system is earlier than 4.6, do not assign an account group for these data but use the new account group for both situations: organizations or persons.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 86
CRM Interaction Center ([DPSOH &50&ODVVLILFDWLRQ
5$FFRXQW*URXS
Customer
Copy of 0001 (sold-to party)
Consumer: Organization
Copy of 0001 (sold-to party) or Z170 for R/3 < 4.6
Consumer: Person
0170 or Z170 for R/3 < 4.6
Competitor
Copy of 0006 (competitor)
Prospective Customer
Copy of 0005 (prospective customer
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In order to replicate business partners from the OLTP R/3 to the CRM system and vice versa you have to synchronize the field settings for business partner, i.e. if a master data record field in the receiving system has the setting Required Entry an upload is only successful if this field maintained in the master data record of the sending system. To avoid replicating problems the required entries of the master data records have to be identical. Please check these entries especially in the following cases: •
You have changed optional entries to required entries in the R/3 system or the CRM system.
•
You have to replicate consumers with account group 0170.
3URFHGXUH
R/3
Synchronizing Field Settings for Business Partners
Transaction code
OVT0
IMG Path
Logistics General → Logistics Basic Data: Business partners → Customers → Control → Define account groups and field selection for customer
1. Choose an account group that is relevant for the mapping. 2. Choose GHWDLOV. 3. Double-click the text *HQHUDO'DWDin screen area )LHOGVWDWXV. 4. Double-click on each of the different entries in the 6HOHFW*URXS area, e. g. Address. The corresponding field list is displayed. 5. Repeat these steps for all field status areas (Company code data, Sales data). 6. In the CRM system choose the IMG activity: Cross-Application &RPSRQHQWV → SAP Business 3DUWQHU → Business 3DUWQHU → Basic 6HWWLQJV → Field *URXSLQJV → Configure Field Attributes per BP Role 7. Choose the business partner roles that correspond to the account group and check if the required entries are identical.
CRM Interaction Center: Business Scenario Configuration Guide
3.1 87
CRM Interaction Center
5HSOLFDWLQJ55HIHUHQFH&XVWRPHU 8VH
In order to make sure that the sales area data of a CRM consumer is identical in the CRM system an the R/3 system you can download the R/3 reference customer to the CRM system and use him as CRM reference business partner.
The replication of the reference customer is only relevant to the R/3 system release 4.5 or higher.
As of SAP CRM 3.0 the download object '1/B5()&86720(5 does not support the initial download of the R/3 reference customer any more and must not be used. Check SAP note before starting the replication of the reference customer. If the note is still valid for your CRM support package you have to replicate the reference customer according to the procedure described in this note. In this case, you have to skip the following procedure. As of SAP CRM 3.1 use the following procedure to download the R/3 reference customer to the CRM system. 'RZQORDG5HIHUHQFH&XVWRPHU &50
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1. Check whether there is a reference business partner number in the 5HIHUHQFH%XV3DUWQHU field or not. If there is already a number displayed in the field, the R/3 reference customer has been already downloaded. The number represents the assigned business partner, which has been created from the R/3 reference customer. If there is no number displayed in the field, continue the procedure. 2. Choose (QYLURQPHQW → ,QLWLDO'RZQORDG5HIHUHQFH&XVWRPHU. 3. Confirm the message displayed by the CRM Middleware. The system starts the download of the SAP R/3 reference customer &KHFN'RZQORDGRIWKH5HIHUHQFH&XVWRPHU &50
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1. Enter bupa_main in the %GRF7\SH*HQHUDWLRQ1DPH field. 2. Choose ([HFXWH) 3. Check whether the Bdoc state indicates any errors or not. If the Bdoc state indicates errors, choose (UURUV and analyze the reasons. If the Bdoc indicates no errors, return to 0DLQWDLQ5HIHUHQFH%3IRU&RQVXPHUV
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CRM Interaction Center 5HVXOW
If the initial download of the reference customer is successful, a reference business partner will be created in the CRM system. The system displays the number of the reference business partner in the 5HIHUHQFH%XV3DUWQHU field. The sales area data of the R/3 reference customer are now displayed in the 0DLQWDLQHG6DOHV$UHDV section.
0DLQWDLQLQJ5HIHUHQFH%XVLQHVV3DUWQHUIRU&RQVXPHU 8VH
In this activity you define the replicated R/3 reference customer as reference business partner for consumers in the CRM system. 3URFHGXUH &50
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1. Check if the Field "Reference Bus. Partner" is filled. 2. Note the number of the Reference Business Partner, choose the transaction &500B%83$B0$3, put the number of reference business partner into the field "Business Partner", and execute it. 3. See whether the field, "Customer", contains the number of the Reference Customer in R/3. 4. Copy the GUID of the Reference Business Partner which is displayed in the field "Business partner GUID". 5. Go to your related R/3 System, choose transaction 6(, choose the table &50.8115 and press F7, put the copied GUID of the CRM reference business partner into the field "PARTN_GUID" in the selection screen and execute it. 6. Check if you can find an identical entry for this selection and see if the field "CUSTOME_NO" contains the number of the Reference Customer in R/3. If all this checks are done, you can start the load of the customers.
6HOHFWLQJ&XVWRPHUIRU5HSOLFDWLRQ2SWLRQDO 3URFHGXUH
CRM
Selecting Customers for Replication
Transaction code
R3AC1
SAP Menu
Middleware → Data Exchange → Object Management → Business Objects
1. Ensure that you are in change mode. Choose Display <-> Change (Ctrl+F1). 2. To set the filter for the business object CUSTOMER_MAIN, click on the filter symbol. 3. Choose the relevant data for your filter settings, for example you can specify the customer numbers for replication. 4. Save your settings.
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CRM Interaction Center
If you specify filter criteria and enter values into numeric fields to narrow the range of objects to be downloaded, make sure you add leading zeros to the value until the full length of the R/3 database table field is reached. For example: Customer number KNA1.KUNNR requires 10 digits (0000065543) Material number MARA.MATNR requires 18 digits (000000000010000040). This is due to differences in field lengths between the CRM system and the R/3 Back-end System. Do not take into account the field length of the CRM system.
,QLWLDO/RDGRI&XVWRPHU0DVWHU'DWD 3UHUHTXLVLWHV
There are certain prerequisite configuration objects, before you load business partners. Make sure the necessary configuration objects are loaded successfully. The essential 12 configuration objects are the following: DNL_CUST_BNKA, DNL_CUST_ADDR, DNL_CUST_TVPV, DNL_CUST_TVLS, DNL_CUST_TVIP, DNL_CUST_TVGF, DNL_CUST_TVFS, DNL_CUST_TVAST, DNL_CUST_TSAB, DNL_CUST_TPFK, DNL_CUST_T502T, and DNL_CUST_TBRC.
If you are working with consumers you have to replicate the reference customer before. 3URFHGXUH
If you create customer data as business partner master data in your R/3 backend system, you need to use the download object %83$B0$,1 in order to load your customer master data from R/3 to CRM Server. If you create customer data as customer master data in your R/3 backend system you need to use the download object &86720(5B0$,1 in order to load your customer master data from R73 to CRM Server. &50
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1. In the /RDG2EMHFW field, enter &86720(5B0$,1 or
%83$B0$,1
respectively
2. In the 6RXUFH6LWH field enter the Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the Site ID of the receiving system. 3. To run the replication, choose ([HFXWH) .
0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPHUV 3URFHGXUH
CRM
Monitoring Replication Status
Transaction code
R3AM1
SAP Menu
Middleware → Data Exchange → Initial Load → Monitor Objects
1. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. CRM Interaction Center: Business Scenario Configuration Guide
3.1 90
CRM Interaction Center 2. The replication is complete if all objects have the status Done.
In case of problems during replication, call the transaction 60:3(Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.
&KHFNLQJ%XVLQHVV3DUWQHUV
In the Business Partner Maintenance of the CRM system, ensure that for each business partner the sales data must be maintained for each CRM-relevant sales area (6DOHV6KLSSLQJ%LOOLQJ'RFXPHQW tab pages). Please make sure that for a given business partner and a chosen sales area two entries are maintained, one with a division, and one without. 3URFHGXUH
CRM
Checking Business Partners
Transaction code
BP
SAP Menu
Master Data → Business Partner → Maintain Business Partner
1. Enter the number/name of your business partner. 2. In the Role field, choose Sold-to-Party. 3. Click &KRRVH6DOHV$UHD and select relevant sales areas. 4. Choose the 6DOHV, 6KLSSLQJ and %LOOLQJ tab and check whether the required data is available.
If no fields are displayed on the 6DOHV6KLSSLQJ and %LOOLQJ tab run the following procedure. 1. Call transaction %863(Generate Subscreen Containers for Screens). 2. Enter a client and as application object %83$. 3. Select ’All screens’ 4. Choose Execute (F8).
5HSOLFDWLRQRI&RQWDFW3HUVRQV 3XUSRVH
If you maintain contact persons for customer in the R/3 Backend system, you need to replicate these contact persons to the CRM Server in order to have the same information available for a business partner as in the R/3 Backend system. To load the contact persons to the CRM system there are two types of contact person data according to the R/3 backend system. The first type is ’business partner relations’ master data for Industry Solution R/3 backend systems such as IS Utilities, IS Banking or IS Media. The second type is ’contact persons’ master data for standard R/3 backend systems. The download object for the first type is BUPA_REL and the download object for the second type is CUSTOMER_REL. 3UHUHTXLVLWHV
The replication of the customer master data has successfully been finished.
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CRM Interaction Center 3URFHVV)ORZ
Replicating contact person consists of the replication of the contact persons, the monitoring of the replication and the final check of completeness.
,QLWLDO/RDGRI&RQWDFW3HUVRQV 3UHUHTXLVLWHV
The initial load of customer master data has successfully been finished. 3URFHGXUH
If you use the download object BUPA_MAIN for the initial load of customer master data, you need to use the download object %83$B5(/ in order to load your contact master data from R/3 to CRM Server. If you use the download object CUSTOMER_MAIN for the initial load of customer master data, you need to use the download object &86720(5B5(/ in order to load your contact master data from R/3 to CRM Server. &50
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1. In the /RDG2EMHFW field, enter &86720(5B5(/ or %83$B5(/ respectively. 2. In the 6RXUFH6LWH field enter Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the Site ID from the receiving system. 3. To run the replication, choose ([HFXWH) .
All contact persons for whom the corresponding business partners are not available in CRM are automatically omitted.
0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&RQWDFW3HUVRQV 8VH
In order to check the completeness of the replication you can monitor the replication status of the downloaded objects. When all objects have the status Done, the replication of the contact persons has been successfully carried out. 3URFHGXUH
CRM
Monitoring Replication Status
Transaction code
R3AM1
SAP Menu
Middleware → Data Exchange → Initial Load → Monitor Objects
1. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. 5HVXOW
The replication is complete if all objects have the status Done.
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CRM Interaction Center
In case of problems during replication, call the transaction 60:3 (Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.
&KHFNLQJ&RPSOHWHQHVVRI5HSOLFDWLRQ 3URFHGXUH &50
Checking Completeness of Replication
7UDQVDFWLRQFRGH
SE16
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1. Enter %87 in the field 7DEOHQDPH. 2. Choose ([HFXWH (F8). 3. Compare the number of entries with the number of entries in the R/3 table KNVK. The number of entries should be identical. Please note that all contact persons for which the corresponding business partner is not available in the CRM system are not replicated.
5HSOLFDWLRQRI&XVWRPHU+LHUDUFK\ 3XUSRVH
You can match the customer hierarchy in the R/3 Backend system to the business partner group in the CRM system. 3URFHVV)ORZ
The process is divided in four activities: •
Initial load of the table KNVH (customer hierarchy) from the R/3 backend system to the CRM system. In order to load the Table you have to start the initial load via the CRM Middleware.
•
Checking the replication status of the initial load.
•
Analyzing the table KNVH and creating business partner groups in the CRM system. In order to run the analysis and the creation of the business partner groups you have to start the transaction BPH_DNL in the CRM system.
•
Activating the dalta load for the customer hierarchy.
,QLWLDO/RDGRI&XVWRPHU+LHUDUFK\ 3UHUHTXLVLWHV
The initial load of customer master data has successfully been finished. 3URFHGXUH &50
Initial Load of Customer Hierarchy
7UDQVDFWLRQFRGH
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1. In the /RDG2EMHFW field, enter DNL_BUPA_KNVH. CRM Interaction Center: Business Scenario Configuration Guide
3.1 93
CRM Interaction Center 2. In the 6RXUFH6LWH field enter Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the Site ID from the receiving system. 3. To run the replication, choose ([HFXWH) .
0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPHU+LHUDUFK\ 8VH
In order to check the completeness of the replication you can monitor the replication status of the downloaded objects. When all objects have the status Done, the replication of the customer hierarchy has been successfully carried out. 3URFHGXUH
CRM
Monitoring Replication Status
Transaction code
R3AM1
SAP Menu
Middleware → Data Exchange → Initial Load → Monitor Objects
2. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. 5HVXOW
The replication is complete if all objects have the status Done.
In case of problems during replication, call the transaction 60:3 (Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.
0DWFKLQJ&XVWRPHU+LHUDUFK\WR%XVLQHVV3DUWQHU *URXS 8VH
You use this activity in order to match the customer hierarchy downloaded as table KNVH from the R/3 backend system to business partner groups in your CRM system. 3URFHGXUH
CRM
Matching Customer Hierarchy to Business Partner Group
Transaction code
BPH_DNL
1. Choose Execute (F8). 2. Check the log file for errors. 3. Choose 6DYH
$FWLYDWLQJ'HOWD/RDG 8VH
The delta download for the R/3 customer hierarchy is active. All data changed in the R/3 System is delta downloaded to CRM. The customer hierarchy is built as a hierarchy tree of the category for pricing with the description 5&50. CRM Interaction Center: Business Scenario Configuration Guide
3.1 94
CRM Interaction Center Consequences: •
You can display, but not maintain this tree in CRM.
•
You can no longer create trees with the category .
This way it is ensured that pricing based on the customer hierarchy and the BP group hierarchy will have the same result in both the R/3 System as well as in CRM. 3URFHGXUH &50
Activating Delta Load
7UDQVDFWLRQFRGH
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1. Set flag in field 'HOWDGRZQORDGDFWLYH. 2. Save your entries.
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The following activities are needed to replicate the product settings to the CRM system: •
Checking Materials
•
Defining Number Ranges for Materials
•
Checking Item Category Groups
•
Copying Item Category Groups
•
Selecting Materials for Initial Load
•
Initial Loaf of Materials
•
Monitoring Replication Status of Materials
&KHFNLQJ0DWHULDO 8VH
You use this activity in order to check whether the material master that you want to sell in your CRM System is in the corresponding sales area in the R/3 Backend system 3URFHGXUH 5
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CRM Interaction Center: Business Scenario Configuration Guide
3.1 95
CRM Interaction Center
'HILQLQJ1XPEHU5DQJHVIRU0DWHULDOV 8VH
In opposite to the replication of customers there is no number range definition required for the replication of materials from the R/3 backend system to the CRM system. Materials are automatically created with the same number in the CRM system.
If you do not create materials in the CRM system no further activities are required. If you create materials in the R/3 backend system and the CRM system in parallel duplicate numbers for different materials may occur if the number ranges in the R/3 backend system and the CRM system are overlapping. Duplicate numbers do not cause errors because each material gets in addition an internal unique identifier. To avoid duplicate numbers you have to make sure that the number ranges for materials in the CRM system and the R/3 backend system do not overlap. 3URFHGXUH
CRM
Defining Number Ranges for Materials
Transaction code
SPRO
IMG Path
→0DVWHU'DWD→ 3URGXFW→6HWWLQJVIRU3URGXFWType→1XPEHU $VVLJQPHQW→'HILQH1XPEHU5DQJHVIRU0DWHULDOV &XVWRPHU5HODWLRQVKLS0DQDJHPHQW
&KHFNLQJ,WHP&DWHJRU\*URXSV 8VH
The item categories of the R/3 Backend system have to be created in the same way in the CRM system. You use this activity in order to identify the relevant item category groups in the R/3 Backend system. 3URFHGXUH 5
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1. Copy the relevant item categories that you want to use in the CRM system.
&RS\LQJ,WHP&DWHJRU\*URXSV 8VH
You use this activity in order to create the item category groups in the CRM system that you copied from the R/3 backend system. 3URFHGXUH &50
&RS\LQJ,WHP&DWHJRU\*URXSV
CRM Interaction Center: Business Scenario Configuration Guide
3.1 96
CRM Interaction Center
7UDQVDFWLRQFRGH
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1. On the ,WHP&DWHJRU\*URXS screen choose 1HZHQWULHV. 2. Paste the relevant item category groups that you have copied from the R/3 Backend system. 3. Save your entries.
There are item category groups in the CRM system initially. When copying already existing item category groups from the R/3 system you get an error message during saving in the CRM system. In this case you have to choose 6NLS.
6HOHFWLQJ0DWHULDOVIRU,QLWLDO/RDG 8VH
You use this activity in order to specify the materials for the initial load into the CRM system. 3URFHGXUH
CRM
Selecting Materials for Initial Load
Transaction code
R3AC1
SAP Menu
0LGGOHZDUH
→ 'DWD ([FKDQJH → 2EMHFW 0DQDJHPHQW →
%XVLQHVV 2EMHFWV
1. Make sure you are in change mode. 2. Set the filter for the business object MATERIAL. 3. In the field Source Site Name enter the Site ID of the R/3 backend system, where you want to load the material master from. 4. Specify the material numbers for replication, e.g. by selecting table 0$5$ and field 0$715. 5. Save your settings.
If you specify filter criteria and enter values into numeric fields to narrow the range of objects to be downloaded, make sure you add leading zeros to the value until the full length of the R/3 database table field is reached. Material number 0$5$0$715 requires 18 digits (000000000010000040).
,QLWLDO/RDGRI0DWHULDOV 8VH
You use this activity in order to replicate the materials you specified in the filter settings into the CRM system. 3URFHGXUH &50
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CRM Interaction Center: Business Scenario Configuration Guide
3.1 97
CRM Interaction Center 1. In the /RDG 2EMHFWfield, enter 0$7(5,$/. 2. In the 6RXUFH6LWH field enter the Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter the Site ID of the receiving system. 3. To run the replication, choose ([HFXWH (F8).
0RQLWRULQJ5HSOLFDWLRQ6WDWXVRI0DWHULDOV 8VH
You use this activity in order to check the completeness of the replication of material masters. 3URFHGXUH
CRM
Monitoring Replication Status of Materials
Transaction code
R3AM1
SAP Menu
0LGGOHZDUH
→ 'DWD ([FKDQJH → ,QLWLDO /RDG → 0RQLWRU 2EMHFWV
1. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects. 5HVXOW
The replication is complete if all objects have the status Done.
In case of problems during replication call the transaction 60:3 (Middleware Portal) and search for error states in the area 5XQWLPH,QIRUPDWLRQ.
5HSOLFDWLRQRI&RQGLWLRQV 3XUSRVH
There is an initial data exchange and a delta data exchange available for conditions. The delta data exchange from the R/3 System into the CRM System is currently only supported for the condition master data and not for Customizing settings. ,QLWLDO'DWD([FKDQJH
•
The initiative comes from the CRM system
•
Selection of an object for which data should be exchanged (Example: All conditions for one customer)
•
Transfer of complete condition data for the selected object
•
The initial exchange can be used both for Customizing data and for condition data
'HOWD'DWD([FKDQJH
•
The initiative comes from the R/3 System
•
When creating or changing condition data, the changes are automatically transferred into the CRM System
•
Only data records that have been changed are forwarded, not the complete data from the whole object
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CRM Interaction Center $FWLYLWLHV
Carry out the activities described below in the given sequence.
&RS\LQJ&XVWRPL]LQJ'DWD&502QOLQH 8VH
You must first transfer the Customizing data for the condition technique and pricing from the R/3 System into the CRM System. Changes to structures and tables using another condition model in the CRM System are automatically taken into account in the data exchange. Start the program 602)B'2:1/2$'in the &506\VWHP using transaction R3AS. The standard system has the following objects for transferring: •
DNL_CUST_CNDALL (all data for the condition technique and pricing)
•
DNL_CUST_CND (condition technique data without the cross-client data)
•
DNL_CUST_PRC (Pricing data)
You can create user-defined objects via 0LGGOHZDUH→'DWD([FKDQJH→2EMHFW0DQDJHPHQW→ (transaction R3AC5), to execute specific data exchange. These objects must be assigned in the same way to the standard objects of the object class CONDCUSTOMIZING.
&RQGLWLRQ2EMHFWV
This ensures that all condition structures for the condition technique are transferred from the R/3 System into the CRM System. The condition technique involves the views and view cluster that can be found in Customizing for the CRM System under %DVLF)XQFWLRQV!3ULFLQJ!&RQGLWLRQ7HFKQLTXH. This applies to the following structures: •
Condition tables
•
Access sequences
•
Condition types
•
Pricing procedures
•
Condition exclusion
The structures transferred from the R/3 System can only be displayed in Customizing in the CRM System. Only Customzing data that was created in the CRM System, can be changed there. This can be done using the 6RXUFHV\VWHP indicator in the Customizing data. You can see a technical view in the table CND_MAPC_CNV_TAB in the CRM System. This contains the relationship between the CRM and R/3 tables. The CRM Customizing table is in the LOCAL_TABLE field, the R/3 table from which the CRM table is completed is in the REMOTE_TABLE field (you can display the contents with transaction SE16). /RJ
You can see a log for the data transfer if you enter transaction CND_MAP_LOG_DISPLAY (Object: COND_EXCHANGE, subobject: CUSTOMIZING). If the size of the table allows it, each table is analyzed in a block.
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CRM Interaction Center 5HVWULFWLRQV
Check the condition types that you want to use in the CRM System. 'HWDLOHG&RPSDULVRQRIWKH&RQGLWLRQ7\SHVLQ3ULFLQJ3URFHGXUH59$$ &7\SH
7LWOHRIFRQGLWLRQW\SH
$YDLODEOHLQ&50
5HDVRQ
EK01
Actual costs
no
The function product costing is not supported.
PR00
Price
yes
PB00
Gross price
yes
PR02
Interval price
yes
VA00
Variant price
yes
Gross KUMU
Cumulation condition
yes
KA00
Action
yes
K032
Price group/Material
yes
K005
Customer/Material
yes
K007
Customer discount
yes
K004
Material
yes
KO29
Materials pricing group
yes
K030
Cust/MatGrp
yes
K031
Pricing group/MatGrp
yes
RA01
% discount from net
yes
RA00
% discount from gross
yes
RC00
Quantity discount
yes
RB00
Absolute discount
yes
RD00
Weight discount
yes
VA01
Variant price
yes
NETP
Price
yes
PN00
Price (net)
yes
PMIN
Minimum price
yes
Net item KP00
Pallet discount
yes
KP01
Incompl. Pallet surch.
yes
KP02
Mixed pallet disc.
yes
KP03
Mixed pallet surch.
yes
HA00
Percentage discount
no
HB00
Absolute discount
no
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CRM Interaction Center
HD00
Freight
no
KF00
Freight
yes
AMIW
Minimum sales order value
yes
AMIZ
Minimum value surcharge
yes
R100
100% discount
no
HM00
Order value
yes
BO01
Group rebate
PR02
Material rebate
BO03
Customer rebate
BO04
Hierarchy rebate
BO05
Hierarchy rebate/Mat.
PI01
Inter-company price
no
Function not supported
AZWR
Down payment/Settlement
no
Function not supported
SKTV
Cash discount
yes
MWST
Output tax
yes
Discount function not supported
Rebate conditions are not supported
- for output tax there is the condition type MWSC in the CRM System. This works without the tax indicator. - Condition type 0TTE when using CRM Billing
DIFF
Rounding off
yes
SKTO
Cash discount
yes
RL00
Factoring discount
no
MW15
Tax factoring discounting
no
VPRS
Cost
yes
If CRM Billing is being used, the cost price is determined for the billing document (goods issue of the R/3 OLTP System reads the costs and transfers them to the billing due list in the CRM System).
EK02
Calculated costs
no
Function not supported
not supported
not supported (invoice lists)
Profit margin EDI1
Cust. expected price
no
EDI2
Cust. expected value
no
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CRM Interaction Center
3RVWSURFHVVLQJ&XVWRPL]LQJ'DWD&502QOLQH 8VH
The Customizing download is not able to convert all data from R/3 format to CRM format. Report /SAPCND/RV12N001 carries out postprocessing, and completes the conversion from R/3 to CRM format. It also generates all objects that are required for the condition technique. The converted Customizing is used as a basis. You can see the most current version of the report description /SAPCND/RV12N001 in the OSS note 398078. $FWLYLWLHV
•
Carrying out the Customizing download
•
First step: Conversion of Customizing from R/3 into CRM format with the report /SAPCND/RV12N001. This program carries out the following steps: Correction of Customizing. Calls up the Business Add-In (BADI) /SAPCND/CORR_CUST. The BADI contains the method AFTER_CORRECTION which you can use to make changes to Customizing that has been corrected. Generating objects of the condition technique (for example, condition tables for CRM Online and the CDB). Issues a log (the log is a function of the application log).
•
Second step: Analysis of converted Customizing Which pricing procedures do I want CRM to support? Which condition types, access sequences and condition tables must be consistent in CRM?
•
Third step: Find out if anything is inconsistent by comparing the IMG settings in the R/3 System with the settings in the CRM System
•
Fourth step: Field mapping of the download makes this possible. (Recording of user-defined fields is described in the IMG under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→3ULFLQJ →'HILQH6HWWLQJVIRU3ULFLQJ→8VHU'HILQHG)LHOGV).
•
Fifth step: Repeat Customizing download and steps 1 to 4 until data is consistent
•
Sixth step: Delete Customizing that is not required using report /SAPCND/RV12N001.
•
Seventh step: Transport Customizing into the subsequent systems.
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You can find the most up-to-date help on analyzing errors during data transfer in the OSS System under 6$3&RPSRVLWH1RWH. :KHQH[DFWO\GR\RXH[HFXWHUHSRUW6$3&1'591"
After each Customizing download. Otherwise never. Not even after upgrade to a new release or after importing a service pack. :KLFKRSWLRQVPXVWEHVHWLQUHSRUW6$3&1'591DQGZKHQ"
Three phases: D &RUUHFWLRQRI&XVWRPL]LQJ
Enter CRM, BBP or TAX in the application field. Enter the value PR and FG under application. If the fields for application and use are to be left empty, values for the application and use are read out of CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center table CND_MAPC_CNV_UA. Leave the field for the condition table ID blank and switch off all options except for the Customizing conversion. Then execute the report. Another note: The error messages that now appear can be ignored for the moment. As described above, one of the next steps is to find out what is needed from the many records that were downloaded from the OLTP System into CRM. Only the required Customizing needs to be without errors. The remainder can be deleted at a later stage.
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The fields for the application, usage and table number can be left empty. All generation options must be switched on as options (the uppermost of the three blocks) and all options in the middle and lower block must be switched off. Note: The indicator for Customizing conversion must QRW be switched on. This is not only because conversion has already taken place; As Customizing is still inconsistent, no generation takes place if this indicator is set! F 'HOHWLQJLQFRQVLVWHQW&XVWRPL]LQJ
Once you have ensured that the Customizing in CRM is inconsistent, the indicator for deleting remaining inconsistent Customizing can be set. Do not enter anything in the fields for the application, usage or table number and make sure that all other options are switched off. You have carried out a new Customizing download.'R\RXQHHGWRH[HFXWHUHSRUW 6$3&1'591DJDLQ"
Yes, at least stages (a) and (b). 'RVWDJHVD DQGE UHDOO\QHHGWREHH[HFXWHGDJDLQDIWHUWKH&XVWRPL]LQJGRZQORDG" 7KHREMHFWVKDYHDOUHDG\EHHQJHQHUDWHGRQFH
The Customizing download completely replaces the previously downloaded Customizing. Information is lost that is only available in CRM and was determined during conversion or generation. The report must be executed in each case with stages (a) and (b). 3ULFLQJRUFRQGLWLRQPDLQWHQDQFHLVQRWZRUNLQJSURSHUO\LQ\RXUV\VWHP
You have executed report /SAPCND/RV12N001. Afterwards it was working. The problem reoccurs but you try to execute the report again and this does not solve the problem. What has gone wrong? Condition tables may be inactive. This does not mean the generated database tables but the condition table object itself. The first generation run probably activated the condition table. A condition table is active if Customizing is consistent and all generated objects are active. You can see if this is the case using table /SAPCND/T681. If the field GESTA has a value of 5 for a condition table, this table is active and is used for pricing and condition maintenance. If the value is not 5 (inactive), the condition table is not available for applications. If the first report run activated the condition table, further generation runs do not bring any new results. The problem is being caused by something else. +RZFDQ,ILQGRXWWKHQDPHRIDJHQHUDWHGGDWDEDVHWDEOHLQZKLFKWKHGDWDIRUDFRQGLWLRQ WDEOHZDVVDYHG"
You can use function module /SAPCND/CN_TABLE_NAME_SET to determine the names of the generated objects. Not all objects are database tables.
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To provide mobile clients with data from CRM Online you can carry out an initial data transfer. The following tables from the CRM Online System must be duplicated on the Mobile Client. &502QOLQH7DEOH
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/SAPCND/T681
CDBC_C_T681
CRM_CND_CNDTAB
T681
/SAPCND/T68E
CDBC_C_T681E
CRM_CND_CNDTAB
TMC1, TMC1K,TMC1D
/SAPCND/T681T
CDBC_C_T681T
CRM_CND_CNDTAB
T681T
/SAPCND/T681A
CDBC_C_T681A
CRM_CND_APPLIC
/SAPCND/T681AT
CDBC_C_T681AT
CRM_CND_APPLIC
/SAPCND/T681V
CDBC_C_T681V
CND_CUST_USAGE
/SAPCND/T681Z
CDBC_C_T681Z
CND_CUST_USAGE
/SAPCND/T681M
Not required
/SAPCND/T682
CDBC_C_T682
CRM_CND_ACCSEQ
T682
/SAPCND/T682I
CDBC_C_T682I
CRM_CND_ACCSEQ
T682I
/SAPCND/T682T
CDBC_C_T682T
CRM_CND_ACCSEQ
T682T
/SAPCND/T682Z
CDBC_C_T682Z
CRM_CND_ACCSEQ
T682Z
/SAPCND/T682V
Not required
T682V
/SAPCND/T686E
Not required
T686E
/SAPCND/T686F
Not required
T686F
/SAPCND/T685
CDBC_C_T685
CRM_CND_CNDTYP
T685
/SAPCND/T685T
CDBC_C_T685T
CRM_CND_CNDTYP
T685T
PRCC_COND_CT
CDBC_P_CN_CT
CRM_PRC_CNDTYP
T685A
PRCC_COND_PPD
CDBC_P_CN_PPD
CRM_PRC_PROC
T683
PRCC_COND_PPDT
CDBC_P_CN_PPDT
CRM_PRC_PROC
T683U
PRCC_COND_PP
CDBC_P_CN_PP
CRM_PRC_PROC
T683S
PRCC_COND_PPT
CDBC_P_CN_PPT
CRM_PRC_PROC
T683T
FGDC_COND_PD
CDBC_FG_CN_PD
CRM_FGD_PROC
T683
FGDC_COND_PDT
CDBC_FG_CN_PDT
CRM_FGD_PROC
T683U
FGDC_COND_P
CDBC_FG_CN_P
CRM_FGD_PROC
T683S
PRCC_EXCL_GROUPS
CDBC_P_EX_GRP
CRM_PRC_EXCGRP
T684
PRCC_EXCL_COND
CDBC_P_EX_COND
CRM_PRC_EXCGRP
T684G
PRCC_EXCL_PROC
CDBC_P_EX_PROC
CRM_PRC_EXCGRP
T684S
PRCC_EXCL_GRP_T
CDBC_P_EX_GRP_T
CRM_PRC_EXCGRP
T684T
MNTCNT
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PRCC_COND_LIMITS
CDBC_P_CN_LIMITS
CRM_PRC_CNDLMT
/SAPCND/T681F
Not required
/SAPCND/T681FA
Not required
/SAPCND/T681FD
Not required
/SAPCND/T681FF
Not required
/SAPCND/T681FR
Not required
/SAPCND/T681FV
Not required
/SAPCND/CONFIG
CDBC_C_CONFIG
CND_CUST_CONFIG
/SAPCND/CONFIGCC
CDBC_C_CONFIGCC
CND_CUST_CONFIGCC
/SAPCND/GROUP
CDBC_C_GROUP
CND_CUST_GROUP
/SAPCND/GROUP_I
CDBC_GROUP_I
CND_CUST_GROUP
/SAPCND/GROUPT
CDBC_GROUPT
CND_CUST_GROUP
PRCC_COND_DEST
CDBC_P_CN_DEST
CRM_PRC_DEST
PRCC_COPY_TYPE
CDBC_COPY_TYPE
PRC_CUST_CPYTYP
PRCC_COPY_TYPE_T
CDBC_P_COPYTYPET
PRC_CUST_CPYTYP
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CDBC_C_DD01L
CRM_CUST_CNDDIC
DD01T
CDBC_C_DD01L
CRM_CUST_CNDDIC
DD03L
CDBC_C_DD01L
CRM_CUST_CNDDIC
DD04L
CDBC_C_DD01L
CRM_CUST_CNDDIC
DD04T
CDBC_C_DD01L
CRM_CUST_CNDDIC
DD07L
CDBC_C_DD01L
CRM_CUST_CNDDIC
DD07T
CDBC_C_DD01L
CRM_CUST_CNDDIC
T685Z
The Customizing tables in the CDB can be found in the development class CDB and CDB_CND_EXC_CUST. For cross-client tables (for example, /SAPCND/T681), replication to the CDB must be triggered for each active client as Customizing data that is stored on the CDB is always client-specific.
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Start the program SMOF_DOWNLOAD using transaction R3AS using the download objects above. In this way, Customizing data is extracted from tables of the CRM Online database, and transferred to the consolidated database (CDB).
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Start transaction 5$6 in the CRM System and make the following entries: •
Object class: Conditions
•
Object name: There is an object name for condition tables, beginning with DNL_COND the program individually for each of these objects!
Start
Not all of the condition tables have download objects. You can create new objects with the transaction R3AC5. Choose “CONDITIONS” as the object class and the name of the new download object as the object name. Choose a relevant messaging BDOC as a linked BDOC (for example, CND_MAST_DEEP_SUP). Choose something like 1000 or 10000 as a block size. Tab pages: -
Under Contexts: Choose as source site type: R/3 Under 7DEOHV, choose the table used (A table) and the tables that belong to it; KONP, KONH, KONW and TMC1K. If entries exist, include table TMC1D. For condition tables with a lot of entries it is recommended that you only enter one condition table per download object.
- Download mapping modules: Enter as module name: CND_MAP_MAST_EXCHANGE_MAIN_MBD. Enter X under InQueue and ‘S’ under Call Modus. As Call Order choose 1.2 (for more information on these values, see the Middleware documentation)
The program carries out the following steps: 1. The program first deletes the old content of the condition tables in the CRM system. 2. The contents of the condition tables (A tables) are transferred from the R/3 system into the condition tables (price tables) in the CRM system. 3. The condition records are saved. 4. By making the setting accordingly, the condition records are replicated from the CDB (Consolidated Database). /RJ
You receive a log of the data transfer with transaction SLG1 (Object: COND_EXCHANGE, sub-object: CONDITIONS). 'HOWD'RZQORDG
When changing or creating a condition record in the R/3 system, the information is automatically transferred into the CRM system and, if necessary, is exported to the CDB. &XVWRPHU6SHFLILF)LHOGV
You cannot transfer master data from an R/3 system into the CRM system for user-defined condition tables. You need to make sure that the displaying of field names and contents for all fields in the variable key (VAKEY) and the variable data part (VADAT) has been defined. Particularly for condition tables, that contain fields defined by the user, it is important to make sure that the way in which these fields are treated is defined in the CRM system.
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CRM Interaction Center
The following steps are required here: •
The name of the R/3 field to be converted must be defined in structure CND_MAPT_ACS_REM_CUST. A data element must be entered which corresponds to the format of a data element of a field in the R/3 system.
•
The target field in the CRM System must be entered in one of the following structures with the correct data element (this occurs automatically when creating new fields in the field catalog. The data element must first be created with transaction SE11): CRMT_ACS_H_HEADER_ONLY (header fields) CRMT_ACS_I_PRE (Item fields, that are normally the same for all items) CRMT_ACS_I_SEL (Item fields, that are normally different for all items)
•
If the field should be saved in the transaction, it must be entered (with the same name as in the previous step) in one of the following database tables: CRMT_CUSTOMER_I_INT (Item data purely for internal processing) CRMT_CUSTOMER_I_EXT (Item data can be displayed externally) CRMT_CUSTOMER_H_INT (Header data purely for internal processing) CRMT_CUSTOMER_H_EXT (Header data can be displayed externally)
•
If you want to process a field dynamically, the BADI CRM_COND_COM_BADI is available.
•
The relationship between R/3 field names and CRM field names must be defined in either CND_MAPC_CNV_FLM or CND_MAPM_CNV_FLM CND_MAPC_CNV_FLM contains the field descriptions from SAP, whereas CND_MAPM_CNV_FLM contains those from the user (If an entry exist in both tables, the entry from CND_MAPM_CNV_FLM is used) If there is no entry, the entry must be included in the table CND_MAPM_CNV_FLM. Use the view V_CND_MAP_CNVFLD (transaction SM30). The display type must also be entered in the specified table for the field contents ‘A’ means that the contents are copied. This requires that the formats of the target and source field allow this. In the case of ‘B’, conversion is defined by the user using the Business Add In CND_MAP_CNV_FIELD. Implementation of the add in is dependent on the filter The filter value corresponds to the name of the field name to be converted.
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Not all condition tables are transferred in data exchange. It depends on the key fields for the condition tables. The key fields that are taken into account in data transfer can be found in the table CND_MAPC_CNV_FLM (and can be displayed with transaction SE16). You must include your own key fields in table CND_MAPM_CNV_FLM (can be maintained with transaction SE16). You must include some key fields in the table CND_MAPM_CNV_FLM.
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If errors occurred when copying data from the R/3 System to the CRM System, you have the possibility to correct specific records. 6WDUWLQJ&RUUHFWLRQIURPWKH&506\VWHP
Using a request (transaction R3AR2 and R3AR4), you can request records for KNUMH (R/3 key) from the R/3 System. As a result, all records for the corresponding variable key are extracted in the R/3 CRM Interaction Center: Business Scenario Configuration Guide
3.1 107
CRM Interaction Center System and copied to the CRM System. In the CRM System, the corresponding records are replaced with the new records. 6WDUWLQJ&RUUHFWLRQIURPWKH56\VWHP
Alternatively, you can also start correction from the R/3 System using a report. The report CRSCNA01 is an example report that extracts data changed in a particular time frame. You can copy this report and use your own selection criteria.
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First, you must create an infrastructure in order to then copy the master data. 6HWWLQJXSWKH,QIUDVWUXFWXUH
After generating the online DB tables, you can create the CDB tables and the synchronization BDOCs if these are required on the mobile client. (CDB tables begin with CMB*, synchronization BDOCs with CNB*). The program CND_MAST_GEN_TRANSFER_OBJECTS is available for this. The following processes in Middleware: -
Creating a replication object and publication (refers to ADMIN CONSOLE)
-
Transferring table structures to the mobile client (refers to CLIENT CONSOLE)
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The CDB tables can be filled for the first time from CRM online tables. Start transaction 5$6 in the CRM System and make the following entries: •
Object class: Conditions
•
Object name: There is an object name for condition tables, beginning with CRM_. program individually for each of these objects!
Start the
Not all of the condition tables have download objects. You can create new objects with transaction R3AC5. Choose “CONDITIONS” as the object class and the name of the new download object as the object name. Choose a relevant messaging BDOC as a linked BDOC (CND_MAST_DEEP_SUP). Choose something like 1000 or 10000 as a block size. Tab pages: -
Under contexts: Choose CRM as a source site type and CDB as the target type.
-
Include the dominant condition table in the online DB (CNC* or /1CN/*) in tables/structures. For condition tables with a lot of entries it is recommended that you only enter one condition table per download object.
- Download mapping modules: Enter as module name: CND_MAP_MAST_EXCHANGE_MAIN_MBD. There is also automatic delta transfer for CDB from the online DB. CRM Interaction Center: Business Scenario Configuration Guide
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You can maintain your own routines for pricing in the R/3 System (transaction VOFM). For the following areas: •
Condition basis (for the pricing procedure)
•
Condition value (for the pricing procedure)
•
Requirement (for the pricing procedure)
•
Scale base value (for the condition type)
•
Group key (for the condition type)
The routines can then be entered accordingly in the pricing procedure or in the condition type. This influences pricing and must be displayed in the CRM System accordingly. This occurs because the corresponding user exits are used in the IPC. Make note of the following: •
You must implement all formulas used in the R/3 System accordingly into IPC as user exits (see section Procedure for Pricing with the IPC).
•
Not all of the standard routines from the R/3 System can be displayed in the IPC System. This is due to technical problems. You can use the following routines with IPC pricing in the CRM System.
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Condition basis
001
Volume
002
Net value
004
Net value plus tax
005
KZWI1
006
KZWI2
007
KZWI3
012
Gross weight
013
Net weight
014
Set exclusion indicator
015
Check exclusion indicator
018
No qty conversion
019
KZWI4
020
KZWI5
021
KZWI6
026
Bollo in Fattura
002
Net value
004
Net value plus tax
006
Initial price
Condition value
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
012
XWORD - XWORKE
013
Minimum value surcharge
014
Best price
015
Minimum price
025
KZWI1 minus tax
036
Cumulation condition
041
Net 1 Berliner V.
042
Net 2 Berliner V.
300
Taxes from ExternSys
301
Taxes: Value 1
302
Taxes: Value 2
303
Taxes: Value 3
304
Taxes: Value 4
305
Taxes: Value 5
306
Taxes: Value 6
Scale base
001
Free
Group key
001
Total document
002
Across All Cond Typs
001
Different payer
003
Foreign currency document
052
Export II
Requirements Pricing
3URFHGXUHIRU&XVWRPHU6SHFLILF5RXWLQHV 1DPHVSDFH
Numbers
1 - 599:
SAP namespace
600 -999
Customer namespace
1000 - 9999
Namespace for IBUs
10000 - ...
SAP namespace
The following example explains the procedure for creating customer-specific routines: 2EMHFWLYH
You want to use condition formula 600 (namespace for customers: 600 to 999) in the R/3 System and in the CRM System. 6WHSV
•
First create routine 600 in the R/3 System using transaction VOFM and enter the required condition type.
•
In the CRM System you enter the number of the required condition type.
•
You find the program PRICINGSTANDARDEXITS.JAVA in the subdirectory LIB\USEREXITS for the IPC installation. There you can display how the R/3 routines are shown in the IPC in the standard system.
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center •
There is documentation in the IPC installation. In the document User Exits for IPC you can see a description of how to display R/3 routines in the IPC.
5HSOLFDWLRQRI0DVWHUDQG7UDQVDFWLRQ'DWDIURP&50 WR%:
This section describes the settings that you make for extracting new and updated master and transaction data from SAP CRM into SAP BW as part of the Business Content delivered by SAP.
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This section describes the settings that you need to make in SAP CRM to extract data into SAP BW.
5HSOLFDWLQJWKH$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\ 8VH
You replicate the application component hierarchy from the source system to structure the DataSources in SAP BW. 3URFHGXUH
1. In the source system, use transaction SBIW to call up Customizing for the extractors.
Alternatively, you can call up Customizing for the extractors from SAP BW. To do this, choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU :RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu, then choose &XVWRPL]LQJIRU([WUDFWLRQ 2. Choose %XVLQHVV&RQWHQW'DWD6RXUFHV → 7UDQVIHU$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\.
7UDQVIHUULQJ'DWD6RXUFHVWRWKH$FWLYH9HUVLRQ
See %XVLQHVV,QIRUPDWLRQ:DUHKRXVH→$GPLQLVWUDWRU:RUNEHQFK → 0RGHOLQJ → 6RXUFH6\VWHP → 'DWD([WUDFWLRQIURP6$36RXUFH6\VWHPV → 'DWD6RXUFH→ Transferring Business Content DataSources into Active Versionin the SAP Library for SAP BW.
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For most DataSources using the delta process, you additionally need to activate BW Adapter metadata. You execute this activation in Customizing for SAP CRM by choosing 6HWWLQJVIRU6$3 %XVLQHVV,QIRUPDWLRQ:DUHKRXVH→ $FWLYDWH%:$GDSWHU0HWDGDWD.
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This section describes the settings that you need to make in SAP BW to extract data into SAP BW.
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To check and - where necessary - change the default settings delivered by SAP, choose %XVLQHVV ,QIRUPDWLRQ:DUHKRXVH → *HQHUDO%:6HWWLQJVin Customizing for SAP BW.
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When you extract data from different systems into an InfoCube, you can subsequently use the source system ID to identify the origin of the data. 3URFHGXUH
2. Call up the Administrator Workbench in the SAP menu by choosing %:$GPLQLVWUDWLRQ → $GPLQLVWUDWRU:RUNEHQFK
3. Choose 7RROV → $VVLJQPHQWRI6RXUFH6\VWHPWR6RXUFH6\VWHP,'
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See $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→ Systems in the SAP Library for SAP BW
Metadata Upload for SAP
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See %XVLQHVV&RQWHQW9HUVLRQV →
Installing Business Contentin the SAP Library for SAP BW.
Copy the Business Content objects in the following order: a. InfoObject catalog b. ODS objects c.
InfoCubes
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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See $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→'DWD([WUDFWLRQIURP6$36RXUFH 6\VWHPV→'DWD6RXUFH→ the SAP Library for SAP BW.
Assigning DataSources to InfoSources and Fields to InfoObjects in
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You use an InfoPackage [SAP Library] to request data from a DataSource in the source system. The data is transferred at the point in time for which you schedule the InfoPackage. When scheduling the InfoPackage, ensure that the corresponding master and transaction data exist in the source system.
First request the master data (attributes, texts, hierarchies), and then the transaction data. 3URFHGXUH
1. Create an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK→$GPLQLVWUDWLRQ→ 6FKHGXOHU→ Maintaining InfoPackages in the SAP Library for SAP BW). 2. Schedule an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK→$GPLQLVWUDWLRQ→ 6FKHGXOHU→ Scheduling InfoPackages in the SAP Library for SAP BW).
If you transfer the data from a DataSource with an active delta process (generally when transferring transaction data), you need to create two InfoPackages: •
One for the initialization of the delta process that you schedule to occur once
•
One for the delta upload that you schedule to occur on a regular basis
5HSOLFDWLRQRI0DVWHUDQG7UDQVDFWLRQ'DWDIURP5WR %:
This section describes the settings that you make for extracting new and updated master and transaction data from SAP R/3 into SAP BW as part of the Business Content delivered by SAP.
CRM Interaction Center: Business Scenario Configuration Guide
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This section describes the settings that you need to make in SAP R/3 to extract data into SAP BW.
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You replicate the application component hierarchy from the source system to structure the DataSources in SAP BW. 3URFHGXUH
2. In the source system, use transaction SBIW to call up Customizing for the extractors.
Alternatively, you can call up Customizing for the extractors from SAP BW. To do this, choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU :RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu, then choose &XVWRPL]LQJIRU([WUDFWLRQ 3. Choose %XVLQHVV&RQWHQW'DWD6RXUFHV → 7UDQVIHU$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\.
7UDQVIHUULQJ'DWD6RXUFHVWRWKH$FWLYH9HUVLRQ
See %XVLQHVV,QIRUPDWLRQ:DUHKRXVH→$GPLQLVWUDWRU:RUNEHQFK → 0RGHOLQJ → 6RXUFH6\VWHP → 'DWD([WUDFWLRQIURP6$36RXUFH6\VWHPV → 'DWD6RXUFH→ Transferring Business Content DataSources into Active Versionin the SAP Library for SAP BW.
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Due to technical reasons, no Business Content DataSources can be delivered for an operating concern in 3URILWDELOLW\$QDO\VLV&23$ . You therefore need to create your own DataSources. 3URFHGXUH
1. In 6$35, use transaction SBIW to call up Customizing for the extractors.
Alternatively, you can call up Customizing for the extractors from SAP BW. To do this, choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU :RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu, then choose &XVWRPL]LQJIRU([WUDFWLRQ 2. Choose 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV → 3URILWDELOLW\$QDO\VLV → &UHDWH 'DWD6RXUFH. CRM Interaction Center: Business Scenario Configuration Guide
3.1 114
CRM Interaction Center 3. Note the other steps described under 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV → 3URILWDELOLW\ $QDO\VLV → 3URFHGXUHIRU6HWWLQJ8S5HSOLFDWLRQ0RGHO.
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1. In the source system, use transaction SBIW to call up Customizing for the extractors.
Alternatively, you can call up Customizing for the extractors from SAP BW. To do this, choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU :RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu, then choose &XVWRPL]LQJIRU([WUDFWLRQ 2. Make the settings for the data transfer under 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV → /RJLVWLFV.
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This section describes the settings that you need to make in SAP BW to extract data into SAP BW.
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To check and - where necessary - change the default settings delivered by SAP, choose %XVLQHVV ,QIRUPDWLRQ:DUHKRXVH → *HQHUDO%:6HWWLQJVin Customizing for SAP BW.
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When you extract data from different systems into an InfoCube, you can subsequently use the source system ID to identify the origin of the data. 3URFHGXUH
3. Call up the Administrator Workbench in the SAP menu by choosing %:$GPLQLVWUDWLRQ → $GPLQLVWUDWRU:RUNEHQFK
4. Choose 7RROV → $VVLJQPHQWRI6RXUFH6\VWHPWR6RXUFH6\VWHP,'
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See $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→ Systems in the SAP Library for SAP BW CRM Interaction Center: Business Scenario Configuration Guide
Metadata Upload for SAP 3.1 115
CRM Interaction Center
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See %XVLQHVV&RQWHQW9HUVLRQV →
Installing Business Contentin the SAP Library for SAP BW.
Copy the Business Content objects in the following order: d. InfoObject catalog e. ODS objects f.
InfoCubes
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See $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→'DWD([WUDFWLRQIURP6$36RXUFH 6\VWHPV→'DWD6RXUFH→ the SAP Library for SAP BW.
Assigning DataSources to InfoSources and Fields to InfoObjects in
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You use an InfoPackage [SAP Library] to request data from a DataSource in the source system. The data is transferred at the point in time for which you schedule the InfoPackage. When scheduling the InfoPackage, ensure that the corresponding master and transaction data exist in the source system.
First request the master data (attributes, texts, hierarchies), and then the transaction data. 3URFHGXUH
1. Create an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK→$GPLQLVWUDWLRQ→ 6FKHGXOHU→ Maintaining InfoPackages in the SAP Library for SAP BW). 2. Schedule an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK→$GPLQLVWUDWLRQ→ 6FKHGXOHU→ Scheduling InfoPackages in the SAP Library for SAP BW).
If you transfer the data from a DataSource with an active delta process (generally when transferring transaction data), you need to create two InfoPackages: •
One for the initialization of the delta process that you schedule to occur once
•
One for the delta upload that you schedule to occur on a regular basis
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This section contains information on the transfer of transaction data between various systems.
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To trigger further processing of sales transactions created in CRM Online, the documents are transferred to the R/3 System via CRM Middleware [SAP Library]. Here, the following logistic processes can occur: •
Shipping
•
Billing
•
Transfer to Accounting
If you also manage quotations and sales orders in the R/3 back end System, these are transferred to the CRM System for information purposes, this means they can only be displayed, and not processed in the CRM System.
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Sales transactions can also be created in Mobile Sales. From there they are transferred using CRM Middleware via the CRM server to the R/3 back end System. There is further information under Data Exchange for Sales Transactions: CRM Online - CRM Mobile [SAP Library].
3UHUHTXLVLWHV
•
•
In order that the transfer from CRM Online to the R/3 System can take place, you have matched the following Customizing settings in the CRM Online System with the settings in the R/3 System. −
Transaction type (CRM) / Sales document type (R/3 System). Further information is available under Customizing for Business Transactions [Page 196].
−
Item category
−
Number range
−
Item number assignment
You have maintained the appropriate Customizing settings for shipping, billing, stock and accounting.
In Customizing in the R/3 System, you specify which processes take place there, and how they run. The settings in the CRM System and the R/3 System are not automatically matched. •
In order that a sales transaction can be transferred from CRM Online to the R/3 System, the following requirements are fulfilled: −
The document contains at least one item. Business transaction headers alone are not transferred.
−
Not all items in the transaction have the status ,QTXLU\ or 4XRWDWLRQ.
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You have saved the document and it does not contain errors.
−
You have not set the distribution lock.
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•
Sales orders are transferred from CRM Online to the R/3 System. The required logistic subsequent processes can be triggered there. The R/3 System returns the following information from the subsequent logistic process to CRM Online, that means you can display this in the CRM transaction. −
Status information (transaction has been delivered, partly delivered or billed)
−
Document flow (delivery, billing, goods issue)
−
Quantity delivered
−
Quantity billed
Only one transaction is replicated from the CRM Online System into the R/3 System, even if it contains different items. The R/3 document is therefore mainly used to trigger subsequent logistic actions. Items not relevant for R/3 are filtered out on the basis of the item object type, and are not transferred. •
CRM, as the leading system for order entry, only transfers data to the R/3 System that is relevant for subsequent logistic processing (delivery, billing). For this reason, in the standard delivery, quotations are not transferred to the OLTP R/3 System.
You can transfer quotations created in the CRM System to the OLTP R/3 System via a modification solution with SAP Note 455678. •
If you also manage quotations and sales orders in the R/3 System, these are transferred to CRM Online for information purposes, and can be displayed there. However, these documents cannot be processed in the CRM System. Quotations cannot be converted into sales orders in the CRM System.
You can only change a document created in the R/3 System in the R/3 System. The change is then transferred to CRM Online accordingly. •
You have the possibility to transfer documents from the R/3 System to CRM Online and to block them for processing there. A user in CRM Online cannot select this transaction type for processing. This can be useful for processes that are supported in R/3, but not in the CRM System, for example configuration processing. In order to block the transaction for online processing, select &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW→7UDQVDFWLRQV→%DVLF6HWWLQJV→'HILQH7UDQVDFWLRQ7\SHV in the Implementation Guide (IMG). Select the required transaction type and 'HWDLOV and make the appropriate setting in the LQDFWLYH field.
•
Changes can only be made to sales transactions that are transferred in the system in which they were created.
Sales transactions created in CRM Online can be changed in the R/3 System. However, the changes are not transferred to CRM Online.
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CRM Interaction Center $FWLYLWLHV
The following graphic illustrates what happens when an order is transferred from the CRM Online System to the R/3 System, and the possible subsequent processes.
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The transfer from CRM Online to the R/3 System takes place as follows: 1. You have created an error-free transaction in the CRM Online, that you save. 2. The system uses the item object type [SAP Library] to decide whether a transfer into the R/3 System should occur. Only items that are relevant for billing, shipping or stock are transferred. 3. Your business transaction is transferred to the R/3 System. The corresponding subsequent processes are triggered. 4. The status is updated in the CRM transaction. Further information is available under Status Maintenance and Display in Business Transactions [SAP Library].
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The transaction created in the CRM Online System has been transferred to the R/3 System. You can use the distribution status in the CRM transaction to check whether the transfer was successful. Error and warning messages regarding transfer are also displayed in the application log. You have the option of changing transactions that have already been transferred in the CRM Online System. The changes are then transferred back to the R/3 System. Further information is available under Changing Transferred Business Transactions [SAP Library].
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Further information on the subsequent processes for orders in the R/3 System is available in the SAP Library under /RJLVWLFV→ 6DOHVDQG'LVWULEXWLRQ→ 6DOHV SAP Note 490932 explains possible causes for errors when exchanging business transactions between CRM Online and the R/3 System, and provides help as to how these errors can be eliminated.
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The complete documentation for SAPphone is available in the SAP Library under %DVLV→%DVLV 6HUYLFHV&RPPXQLFDWLRQV,QWHUIDFH%&659 →&RPPXQLFDWLRQV,QWHUIDFH%&659&20 → 6$3SKRQH%&659&20
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This telephony solution comprises three distinct layers - the SAP application, SAPphone, and the telephone system itself. The SAP System encompasses the SAP applications and SAPphone and is linked to the external telephone system by the standard TAPI or SAPphone RFC interface. SAPphone manages communication between the SAP System and the telephone system in order to allow data exchange between telephone and computer processes.
SAP Applications SAPphone
SAPphone Server
SAPphone-RFC interface
TAPI
Telephone system
1.
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The SAP applications supply data to SAPphone, for example, when a call is initiated with the telephone number, country code, name and company of the call recipient. Conversely, the SAP applications receive data on inbound calls from SAPphone for further processing. 2.
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SAPphone features a user interface for executing telephony functions, and transactions used to define the necessary settings and Customizing options for telephone integration in the SAP System.
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CRM Interaction Center 3.
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Outside the SAP System, telephony hardware and software is required to control the telephones, and connection software between the SAP System and the telephone system is also needed. The components can be installed in different ways: •
Centrally [SAP Library] on a telephony server
•
Decentrally in a client-server [SAP Library] model
•
Locally [SAP Library] on the work center.
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The execution of SAPphone settings is controlled by authorizations. The authorizations are assigned to users through the assignment of roles. SAP supplies two roles that authorize users to perform SAPphone activities: •
A role that contains the authorizations for users of the telephony functions, including the maintenance of their own settings: SAP_BC_SRV_GBT_USER
•
Roles that contain the authorizations for the administration of the telephony landscape: SAP_BC_SRV_GBT_ADMIN SAP_BC_SRV_COM_ADMIN
If none of these roles are assigned to users, they can still execute telephony functions, such as initiating and accepting calls. However, they cannot maintain their own settings themselves. To execute tasks, application-specific authorizations that are not contained in the Basis roles are required. $XWKRUL]DWLRQV
The authorizations for the SAPphone settings can be graded for different task areas: 7DVN
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System administration (is contained in the role SAP_BC_SRV_COM_ADMIN, for example)
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SPHA, SPHB, SPHD
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Central maintenance of work center settings and user settings
S_TCODE
SPHA, SPHD
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Maintenance of own work center settings and user settings (is contained in the role SAP_BC_SRV_OFC_USER)
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In addition to the role SAP_BC_SRV_OFC_USER, you can also assign the profile to the users who are to be authorized to maintain work center settings and user settings centrally. For information on the authorization concept of the SAP System and on role maintenance, see the documentation on Users and Roles [SAP Library]. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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Assign the administrator the following roles for maintaining telephony functions: SAP_BC_SRV_GBT_ADMIN SAP_BC_SRV_COM_ADMIN Assign the user, and/or Call Center Agent the following roles: SAP_BC_SRV_GBT_USER
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To execute telephony functions, the system has to recognize the connection between a computer and the corresponding telephone, that is, the work center has to be identifiable. The type of work center identification depends on the GUI used. The following options exist: •
Identification by registry entry
•
Identification by host name of computer
•
Identification by user
•
Temporary identification by logon (session)
Ideally, LGHQWLILFDWLRQE\UHJLVWU\HQWU\ or LGHQWLILFDWLRQE\KRVWQDPH is used. If this is the case, when a work center is created, either a SAPphone work center ID is stored in the registry of the relevant PC or the unique host name of the computer is stored in the SAP System. However, neither of these identification types can be used with all GUIs. Due to the permanent user-work center relationship, only choose LGHQWLILFDWLRQE\XVHU if employees work at fixed work centers. If you choose WHPSRUDU\LGHQWLILFDWLRQE\ORJRQ, different users can use your work center but they have to create the work center again (that is, specify the telephony server and telephone number) each time they execute a new logon. $FWLYLWLHV
You set work center identification in the SAP Implementation Guide by choosing %DVLV → %DVLV 6HUYLFHV → &RPPXQLFDWLRQ,QWHUIDFHV → 6$3SKRQH&OLHQW:LGH6HWWLQJV→$FWLYDWH 7HOHSKRQ\&KRRVH:RUN&HQWHU,GHQWLILFDWLRQ.
The settings for work center identification should not be changed when the system is in operation because the work center settings would no longer be found automatically. The work centers would have to be created again. Choose which type of identification is to be used for which GUI. The following prerequisites apply: 7\SHRI
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The SAP GUI is installed locally on every work center.
Win GUI on PC
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Identification by registry entry
All computers have a 32-bit Windows operating system.
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The users who create the work center have authorization to write in the registry of the relevant computer. Identification by host name
The host names of the computers are unique in the system.
Win GUI on PC, Java GUI, Web GUI
Identification by user
The users of the work centers always execute the telephone functions on the same work center.
All
Temporary identification by logon (session)
The work center settings have to be maintained again each time you log on to a work center before the telephony functions can be used.
All
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In transaction SPH4, make the following settings: 1. Select the 7HOHSKRQHVXSSRUWDFWLYH indicator. 2. Select the option 8VHUfor all identification methods.
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A site contains the telephony servers of a connection. The generic telephone number of the connection ( ) is assigned to the site. Extension number protection is also carried out at this level. The attributes of a site apply to all the telephony servers in a site. 7HOHSKRQ\VHUYHU
A telephony server contains all extensions that are connected to the SAP System via the same access (for example, an instance of the SAPphone server). It is a logical unit that contains the settings that are required for the connection between the SAP System and the external telephony software. The telephony server assigned in the SAP System does not have to be an actual physical telephony server. It simply represents the external telephony software that is installed on a server (centrally), on each work center (locally), or distributed among the two (client-server) and which connects the SAP System with the telephone system. The communication process between SAP applications, work centers, telephony servers and the telephone system depends on the telephone integration architecture [Page 120]. :RUNFHQWHU
A work center consists of a computer, a telephone and a permanent user. Other users (for example, substitutes or temporary help) can use the work center temporarily. The connection between the computer and telephone (extension) runs via a telephony server.
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CRM Interaction Center 0RUH,QIRUPDWLRQ
For information on how to create a site, see Creating Sites [SAP Library]. For information on how to create a telephony server, see Creating and Maintaining Telephony Servers [SAP Library].
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A telephony server represents an externally connected telephone system. Several servers can be active within one site. 3URFHGXUH
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1. Double-click on the structure node 6LWHVon the left side of the screen. Enter the required data on the right side of the screen, and save your entries.
Enter the description of the location of the telephone system in the 6LWH field. Enter the area code and number of the telephone system in the 1XPEHU SUHIL[ field. Enter the number of digits of the extension in the ([WHQVLRQOHQJWK field.
2. Save your entries. 3. Open the structure node 6LWHVto see the site you have just created. 4. Double-click on 6HUYHUQDPHV A wizard is started. 5. Enter the following data: 6HUYHU
: A maximum of six characters for the ID, which is unique in the system for all sites.
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: Description of the server, which represents a concrete telephone system.
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dHVWLQDWLRQ: Enter 121( here for tests. By doing so, you activate the system-internal simulation of a telephone system. To connect a real telephone system, an RFC destination must be maintained, in which the type of connection between the SAP System and the telephone system, or CTI Middleware is defined.
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CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
6. Press the &RQQHFWLRQWHVWpushbutton. The result is that you now see the data maintained for the server on the left side of the screen. 7. If necessary, choose the /DQJGHSHQGHQWGHVFULSWLRQV tab page in the right screen area to maintain the server name in various languages. 8. Save your entries.
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You define address data areas so that you can identify the corresponding business partner by the telephone number. 3URFHGXUH
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1. Enter the following data: $GGUHVVGDWDDUHD
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: 63+B$''5B6($5&+B&$//(5
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2. If required, enter short texts in different languages in the address data area ADDR. For this, select the following menu path: ,0*%DVLV→ %DVLV6HUYLFHV→ &RPPXQLFDWLRQ,QWHUIDFHV→ 6$3SKRQH&URVV&OLHQW6HWWLQJV→ ,QFRPLQJ&DOOV→ 'HILQH$GGUHVV'DWD$UHD→ 0DLQWDLQ /DQJXDJH'HSHQGHQW'HVFULSWLRQ
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How and by whom the work center settings and user settings can be maintained is described in this section. Users can make their own settings themselves or the settings can be maintained centrally (except for the creation of work centers). A work center can only be created for the computer on which the procedure is carried out, as the SAPphone work center ID is stored locally. However, you can configure the system so that the individual user only needs to specify their telephone number in order to create the work center. The table gives an overview of the functions available for creating and maintaining the settings: )XQFWLRQ
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7HPSODWHVHWWLQJV
Templates for user settings You can use them to prepare the user settings for various user
CRM Interaction Center: Business Scenario Configuration Guide
Procedure Creating Templates for User Settings [SAP 3.1 125
CRM Interaction Center
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groups and then assign these settings to the users.
Library]
This function reduces the amount of administration for the individual users. Users receive a mail, execute it and specify their telephone number and the telephony server. For more information, see Maintaining Settings Centrally [SAP Library].
Maintaining (Creating) Settings Centrally [SAP Library]
Users call the function for creating their work center and make all the settings themselves.
Creating and Maintaining Work Centers [SAP Library]
Users call the function for maintaining user settings and maintain them themselves.
Maintaining User Settings [SAP Library]
Administrators can change the settings for telephone integration centrally for individual users and work centers or for several users and work centers simultaneously.
Maintaining (Changing) Settings Centrally [SAP Library]
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1. Choose 8VHU6HWWLQJV 2. Make the following settings: Under 'LVSOD\RILQERXQGFDOOV select the 1RGLVSOD\ option. Under 1RWLILFDWLRQRIFDOOLQDEVHQFH select 1RH[SLUDWLRQWLPH. Under 'DWDDUHDVIRUFDOOHUVHDUFKIRULQERXQGFDOOV enter %XVLQHVV$GGUHVV6HUYLFHV. 3. Save your entries.
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1. Choose :RUNFHQWHU 2. Make the following settings: 7HOHSKRQHQXPEHU
: Enter your telephone number. Consider the length that you have entered when creating the telephony server [Page 124].
7HOHSKRQ\6HUYHU
: A maximum of six characters for the ID that you have created [Page 124]. You can use the F4 help to find the correct ID. Select the server ID that you defined previously. See Processing site and telephony server [Page 124]. Select the IRU$&'IXQFWLRQVindicator. 3. Save your entries. CRM Interaction Center: Business Scenario Configuration Guide
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You can use the test interface provided by SAPphone to test the call center functions.
The interface is available exclusively for test purposes. $FWLYLWLHV )XQFWLRQ
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An interface is displayed that you can use to test the following call center functions:
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-
registering or deregistering as an agent
-
registering or deregistering in a queue
-
specifying the work mode
-
specifying the wait mode
-
displaying the call partner and the corresponding objects
-
accepting or rejecting calls
-
Transferring with or without consult
-
Conference calls
-
Putting calls on hold, retrieving calls, switching between calls and hanging up individual calls or all calls.
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First, determine all the CTI queues you want to use at CTI level. You need to maintain the queues in the CRM System. You can also set your CTI system so that the system automatically determines all the queues an agent should be logged into.
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You define the queues that you determined previously and that you want to be available in the CRM Online System. 3URFHGXUH
1. Choose &XVWRPHU,QWHUDFWLRQ&HQWHU→$GPLQLVWUDWLRQ→7HOHSKRQ\→ 'HILQH&7,4XHXHV (transaction code: CICV). Maintenance of the table is cross-client. The name of the CTI queue is displayed in the selection screen for the queues when the the CIC is started. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center 2. If do you not want to define different queues here, you can create a dummy queue with ‘*’ as a telephone number. The system converts ‘*’ to an initial value, that is, the logic in your CTI system determines what queue the agent is log into.
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*
Selection via CTI
123
Sales hotline
234
Service hotline
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All the queues you have defined are now available in the system. However, there is no yet a connection between the queues and the agents.
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You need to assign an agent to an organizational unit. These organizational units may be assigned CIC profiles, with which the agent’s working environment is defined in the Interaction Center. You maintain the CIC profile in Customizing under IMG: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ &XVWRPHU,QWHUDFWLRQ&HQWHU→'HILQH&,&3URILOH (transaction code CICO). Two profile categories are particularly important for CTI queues:
CTIQA_PROF
CTI queue assignment
CTIADM_PROF
CTI administration profile
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CRM Interaction Center
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1. Go to the Customizing IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU ,QWHUDFWLRQ&HQWHU→&RPSRQHQW&RQILJXUDWLRQ→+LGGHQ&RPSRQHQWV→&RQILJXUDWLRQRI&7, &RPSRQHQW→$VVLJQ7HOHSKRQH4XHXHVWR&7,3URILOHV 2. Enter a line for every telephone queue you want to assign to a telephone queue. You can display the numbers you already created for telephone queues [Page 127] by using the F4 help in the 7HOHSKRQHQXPEHUcolumn.
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QUEUE_PROF1
123
Sales hotline
QUEUE_PROF1
234
Service hotline
QUEUE_PROF2
234
Service hotline
QUEUE_PROF3
*
Selection via CTI
Agents working for the sales and service hotline need QUEUE_PROF1. Agents only working for the service hotline need QUEUE_PROF2. Agents who leave the CTI System to decide on the telephone queue need QUEUE_PROF3. 3. Go to the IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ&HQWHU →'HILQH&,&3URILOH 4. Assign the corresponding CTI telephone queue profile to your CIC profile in the profile category CTIQA_PROF.
5HVXOW
The agent can now log into specific telephone queues in the system.
0DLQWDLQLQJ&7,$GPLQLVWUDWLRQ3URILOHV 8VDJH
The CTI administration profile enables you to define how the user interface is displayed when you log into or out of a telephone queue. 3URFHGXUH
1. Go to the Customizing IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU ,QWHUDFWLRQ&HQWHU→&RPSRQHQW&RQILJXUDWLRQ→+LGGHQ&RPSRQHQWV→&RQILJXUDWLRQRI&7, &RPSRQHQW→'HILQH&7,&RPSRQHQW3URILOH 2. Create a new profile and set the required flags on the details screen: •
$XWRPDWLFORJLQ
•
$XWRPDWLFORJRXW
Here, you specify that the agent is automatically logged into the CTI telephone queues assigned to his profile when he starts up the CIC. Here, you specify that the CIC automatically logs the agent out of the CTI telephone queues assigned to his profile when he chooses 7HOHSKRQ\→4XLW
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CRM Interaction Center •
4XHXHVHOHFWLRQVFUHHQ
Automatically triggers CIC to display the queue selection screen if you log in or out manually, or if you have set the $XWRPDWLFORJLQRU$XWRPDWLFORJRXWflag. o
$XWRPDWLFVHOHFWLRQRITXHXHDWORJLQ
o
$XWRPDWLFVHOHFWLRQRITXHXHDWORJRXW
This flag specifies that the CIC selects all the queues belonging to your profile, which you are currently not logged into, when you login. Prerequisite: You have set the 4XHXHVHOHFWLRQVFUHHQflag. Here, you specify that the CIC automatically selects all the queues belonging to your profile which you are currently logged into, when you logoff. Prerequisite: You have set the 4XHXHVHOHFWLRQVFUHHQ flag.
5HVXOW
You have finished configuring the queues in the CRM Online System.
7LSV 7ULFNV 6SHFLDOTXHXHZLWKQXPEHUµ¶
If a switch does not support the concept of queues, specify a queue number of ‘0’ and assign this queue to all agents in your call center.
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This section contains all Customizing settings that must be made in the relevant systems.
6HWWLQJ8S2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ
In the Implementation Guide (IMG), select &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→ 2UJDQL]DWLRQDO0DQDJHPHQW→2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ, and make the required settings. You can find information on individual Customizing activities in the IMG documentation. Wizards are available to help when creating determination rules [SAP Library], and organizational data profiles [SAP Library]. For more information, see determining organizational data [Page 131].
'HWHUPLQLQJ2UJDQL]DWLRQDO'DWD 8VH
When processing a business transaction, certain organizational data is mandatory depending on the transaction type. In a service order, for example, the service organization is a determining factor in processing. The distribution channel in a sales order is as important as the responsible sales organization, as price and delivery data can depend on the distribution channel. In the CRM System you have the following options for determining organizational data in the document. These can be set in Customizing and are dependent on the transaction type: •
no determination In this case enter the organizational data (for example, sales area) manually in the document.
•
automatic determination The system determines organizational data using the data available in the document, for example, the business partner number, region, product, or using the user assignments for the organizational unit (using the position).
3UHUHTXLVLWHV 1RDXWRPDWLFGHWHUPLQDWLRQ
1. You have created an organizational data profile in Customizing, in which QR determination rules have been entered. 2. You have assigned this organizational data profile to the required transaction type. $XWRPDWLFGHWHUPLQDWLRQ
1. You have created a determination rule in Customizing for each determination path with the corresponding rule type. 2. You have defined one or two determination rules in the organizational data profile for evaluating the organizational data profile of a business process. 3. You have assigned the organizational data profile to a transaction type. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center You carry out the settings in Customizing for CRM. Choose 0DVWHU'DWD → 2UJDQL]DWLRQDO 0DQDJHPHQW→ 2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ. You can find further information in the documentation there. )HDWXUHV
When determining organizational data, the system takes the organizational data profile defined in Customizing and the determination rules from this profile. These determination rules specify which fields are taken into account when the system determines organizational data from the document data (for example, business partner number, telephone number). Determining organizational data can be set by assigning the organizational data profile for the business process type so that it is dependent on the business process type. There are two determination paths provided in the CRM system that have been characterized for the rule types: •
Rule type Responsibilities [SAP Library]
•
Rule type Organizational Model [SAP Library]
The basis rule types 2UJDQL]DWLRQDO'DWD and )XQFWLRQ0RGXOH are available in CRM, but to use them you must have ABAP/4 knowledge. You can find information on these rule types in the basis documentation. •
Defining roles using organizational data [SAP Library]
•
Defining roles using function modules [SAP Library]
If you define two determination rules in the organizational data profile, the system creates the intersection from the resulting quantity of the two rule resolutions. Determining organizational data can differ according to the scenario, because an organizational unit in the 6DOHV VFHQDULR can have different attributes with different values to an organizational unit in the 6HUYLFH VFHQDULR. 2UJDQL]DWLRQDOGDWDDWLWHPOHYHO
The 'LYLVLRQ attribute only exists at item level. The division is derived from the product. All of the organizational data at item level of a document, except for the division, may not differ from that in the header. There is therefore no individual organizational data determination at item level. The following options for organizational data at item level are possible. You can set these in Customizing. They are dependent on the item category. 6HWWLQJVIRU2UJDQL]DWLRQDO'DWDDW,WHP/HYHO 2UJDQL]DWLRQDOGDWDDWLWHPOHYHO
6HWWLQJV\RXPXVWPDNHLQ&XVWRPL]LQJ
The organizational data is copied from the document header. The division is derived from the product.
Assign an organizational data profile without a determination rule to the item category.
There is no organizational data at item level (no RUJDQL]DWLRQDOGDWD screen)
Do not assign the organizational data profile to the item category.
$FWLYLWLHV
1. The system determines the responsible organizational unit 2. The system reads the other attribute values for this organizational unit ,and, if necessary, uses them to determine other data, for example, the distribution channel. If the system determines more than one responsible organizational unit or determines several attribute values for the responsible organizational unit, a selection screen appears.
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CRM Interaction Center
0DVWHU'DWD
This section contains all Customizing settings that are required for configuring master data.
3URGXFW
You make the required Customizing settings for product master data in the Implementation Guide under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→3URGXFW.
&UHDWLQJDQG&KDQJLQJ3URGXFWV 3UHUHTXLVLWHV
The products have been replicated from R/3. For more information, see: •
Replicating Material Master Data from R/3 in CRM/EBP [SAP Library]
•
Replicating Data on Articles from R/3 in CRM [SAP Library]
•
Replicating Service Master Data from R/3 in CRM/EBP [SAP Library]
If you want to assign self-defined set types to a product, you have: •
•
Defined the set types and their attributes. For more information, see: −
Maintaining Set Types [SAP Library]
−
Maintaining Attributes [SAP Library]
Assigned the set types to a product category in a category hierarchy, and also to the required view. For more information, see: −
Maintaining Categories and Hierarchies: Categories [SAP Library]
−
'HILQH9LHZV
under 6HWWLQJVIRU3URGXFW0DLQWHQDQFH in the Implementation Guide (IMG) for
3URGXFWV
&UHDWLQJ3URGXFWV
1. In the user menu, choose 0DLQWDLQ3URGXFWV. Product maintenance is accessed either in display mode or in change mode, depending on how you have defined your defaults under 6HWWLQJV. 2. Choose &UHDWH0DWHULDO6HUYLFH)LQDQFLQJ. 3. Enter a base category. A product is always created together with a base category. The base category determines which attributes should be maintained for the product. You can select a base category using the possible entries pushbutton. 4. Indicate whether you are creating a configurable product and then choose &RQWLQXH. The relevant product data can now be entered. 5. Enter a product ID, or choose (QWHU and a product ID will be assigned by internal number assignment. 6. Enter a product description text. 7. Enter data as required: CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center -
To create product relationships, choose 5HODWLRQVKLSV.
You are creating the product PRINTER. You assign the products PRINTER_CABLE and POWER_CORD to this product as accessories. You then assign the product PRINTER to the product PC as an accessory of this product. -
To enter the necessary data on the tab pages, see Set Types in Product Maintenance [SAP Library].
To enter a price for the product, choose the tab page &RQGLWLRQV. 8. Save your data. You will not be able to save the product if the application log contains “very high” priority errors. For “high” priority errors, you can only save an inactive version of the product. However, an active version of the product can be saved for lower priority errors. For more information, see Application Log [SAP Library]. &KDQJLQJ3URGXFWV
Product data created in the CRM System can generally be changed, whereas data that was imported from the original system of the product, an OLTP System for example, cannot be changed. The product ID and description in the product header cannot be changed. However, it is possible to change the product description in the 'HVFULSWLRQV set type. The base category to which you have assigned the product in the header data can similarly not be changed. You can however assign the product to additional product categories. 6HHDOVR
Uploading CRM Product Data to OLTP Systems [SAP Library] Data Entry in the Upload Input Screen [SAP Library]
%XVLQHVV3DUWQHUV
You make the required Customizing settings for business partner master data in the Implementation Guide under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→%XVLQHVV3DUWQHU.
&UHDWLQJ%XVLQHVV3DUWQHUV 3UHUHTXLVLWHV
The initial screen for maintaining a business partner depends on the 6HWWLQJV you have chosen for the initial screen leading into the business partner dialog. For more information, see Settings [SAP Library]. 3URFHGXUH
You are in the Business Partner dialog. 1. Select a business partner category in the application toolbar. 2. Specify the role in which you wish to create the business partner. With the BP role “contact person” the business partner category “person” is default. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center 3. Select a grouping. Each grouping is assigned to a number range.
If a grouping has been defined as a standard grouping in Customizing, this grouping is chosen automatically. If you want to assign the business partner to a grouping that is different to the standard grouping, then you should select the grouping you require. If you select a grouping with internal number assignment, you do not need to enter a business partner number. This is created automatically by the system. If you select a grouping with external number assignment, you need to enter a business partner number. 4. Enter the required data for the business partner in the tab pages. Fill the appropriate required entry fields. 5. Choose 6DYH. 5HVXOW
You have created a business partner in the role you selected.
)DFWVKHHW
The fact sheet provides a compressed overview of business partner information from several sources, for example, from business partner data, statistical data and transaction data (from the OLTP R/3 and the CRM Online System). A fact sheet is a view which various info blocks are assigned to. You can assign the info blocks and specify the sequence in customizing.
The info blocks are embedded in the program – you cannot change the data. You can only change the data by programming a new view (at project level). You can define info blocks and views in customizing under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ →%XVLQHVV3DUWQHU→%XVLQHVV3DUWQHU)DFW6KHHW→ 0DLQWDLQ,QIR%ORFNV
0DVWHU'DWD
Here, you can create the CRM info block and assign the R/3 info block. 56\VWHP
In the R/3 System, this function is called a sales summary. You can find further information about this in the SAP Library under /RJLVWLFV→6DOHVDQG'LVWULEXWLRQ6' →6DOHV6XSSRUW&RPSXWHU$LGHG 6HOOLQJ&$6 →%DVLF'DWDIRU6DOHV6XSSRUW→6DOHV6XPPDU\ Make the necessary settings in customizing by working through the following steps:
→6DOHV6XSSRUW&$6 →6DOHV6XPPDU\→'HILQH5HSRUWLQJ9LHZV
6DOHVDQG'LVWULEXWLRQ
You define a view and assign the standard formula SD-SALES-SUMMARY to it.
→6DOHV6XSSRUW&$6 →6DOHV6XPPDU\→$VVLJQ,QIRUPDWLRQ%ORFNVWRD
6DOHVDQG'LVWULEXWLRQ 9LHZ
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CRM Interaction Center
3DUWQHU3URGXFW5DQJH
Using the Partner/Product Range (PPR), you can offer a customer exactly those products and services that are relevant for him. You can also prevent the sales of specific products using PPRs. Partner/ product ranges connect business partners and products, or services together. A customer should only be able to order products that are part of the grouping to which he belongs. The combination of products and business partners is always limited to a time period. Every partner/ product range has a specific organizational frame; this means the sales or purchasing organization, in which the combination of products and business partners is valid.
Using PPRs is optional. Only make the settings, described below, if you wish to use PPRs in the sales transaction.
Make the necessary settings for the partner/product range in the Implementation Guide under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ 0DVWHU'DWD→3DUWQHU3URGXFW5DQJH Work through the following steps in Customizing:
→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW 3DUWQHU3URGXFW5DQJH7\SHV
→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH*HQHUDO
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW 6HWWLQJVIRU3DUWQHU3URGXFW5DQJH
→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH6RUW
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
5RXWLQHVIRU%XVLQHVV3DUWQHU5HIHUHQFHV
→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH6RUW
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW 5RXWLQHVIRU3URGXFWV
→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH7UDQVDFWLRQ
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW 7\SHV5HOHYDQWIRU&KHFN
Optional activities:
→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH5XOHVIRU
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW 3DUWQHU3URGXFW5DQJH7\SHV
→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→ 'HILQH3DUDPHWHU
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,'DQG3DUDPHWHU2EMHFWVIRU3355XOHV
The relevant settings are described in the IMG documentation.
&KHFNLQJ3DUWQHU3URGXFW5DQJHVLQ6DOHV 7UDQVDFWLRQV 8VH
Partner/product ranges (PPRs) allow you to offer business partners the exact combinations of products or services that are relevant for them in a specific period of time. This also enables you to avoid certain products being sold at specific times.
Customer 4711 can only order products M201, M202 and R120. Customer 3815 cannot order product M208. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center The PPRs are used for this purpose during a check in the sales transaction. 3UHUHTXLVLWHV
•
In order that the PPR check in the sales transaction is active, you need to have made the following settings in Customizing for the partner/product range (,0*&XVWRPHU5HODWLRQVKLS0DQDJHPHQW →0DVWHU'DWD→ 3DUWQHU3URGXFW5DQJH : −
You need to have set the flag &KHFN335VLQ%XVLQHVV7UDQVDFWLRQVin the activity 'HILQH *HQHUDO6HWWLQJVIRU3DUWQHU3URGXFW5DQJHV
−
In the activity 'HILQH7UDQVDFWLRQ7\SHV5HOHYDQWIRU&KHFNyou need to have entered the transaction types for which a check should be carried out in the sales transaction.
−
In the activity 'HILQH3DUWQHU3URGXFW5DQJH7\SHVyou have set the flag &KHFNLQ%XVLQHVV 7UDQVDFWLRQ
•
You have maintained the required PPRs. Further information is available under Processing Partner/Product Ranges [SAP Library] and Controlling Partner/Product Ranges [SAP Library].
The following applies for the data on the 2UJDQL]DWLRQDOGDWDtab page (transaction type, partner function, sales organization, service organization, purchasing organization) in the PPR header: •
If entries are maintained, these are checked at header level as to whether they match the corresponding values of the sales transaction. If they match, the products contained in the PPR are considered further, otherwise they are not.
•
If no entries are maintained, the corresponding PPR is used for all possible instances of the object. If, for example, no data is maintained for the sales organization, the relevant PPR is valid for all sales organizational data.
)HDWXUHV
Once you have entered the relevant data, the system attempts to find a partner/product range in which the following data is entered: •
Product of sales transaction item
•
Sold-to party or assigned partners
•
Delivery date
•
organizational data (purchasing organization, sales organization, service organization, transaction type), if applicable
If no combination of business partner, product and time period exists, that is, if no PPR was created for it, the system issues a message that no PPR was found. If the product entered for the business partner was excluded from a PPR, the system issues a message that the PPR XYZ is excluded for business partner B. The sales transaction can nevertheless be saved
&UHDWLQJ3DUWQHU3URGXFW5DQJHV 8VH
You create a partner/product range (PPR), for example, so that you can use it in the sales transaction check [Page 136] or as a product proposal.
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CRM Interaction Center 3UHUHTXLVLWHV
You have made all the necessary settings in Customizing for partner/product ranges. Menu path in implementation guide: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→ 3DUWQHU3URGXFW5DQJHV 6HHDOVR
Controlling Partner/Product Ranges [SAP Library] 3URFHGXUH
1. SAP Menu: 0DVWHU'DWD→3DUWQHU3URGXFW5DQJH→0DLQWDLQ3DUWQHU3URGXFW5DQJHVThe screen 'LVSOD\RUFKDQJHSDUWQHUSURGXFWUDQJHVis displayed.
Under ([WUDV→ 6HWWLQJVyou can choose whether you call up the display or change mode when you start the transaction. 2. Choose &UHDWH335 In the displayed list field, choose the required partner/product range type and one of the assigned item types. 3. Enter the key and description (mandatory field) for the partner/product range type.
You can only make an entry in the PPR ID entry field until you press a pushbutton or a choose a tab page. It can no longer be changed afterwards. 4. Enter the following data on the *HQHUDOtab page: − −
Status: specifies whether or not the partner/product range can be used. Only the status $FWLYH allows it to be used. 6RUWLQJVHTXHQFH
: You can specify the sorting sequence for business partners and products.
You can set the exclusionflag, that is, exclude the entire partner/product range. 5. Use the 2UJDQL]DWLRQDOGDWDtab page to choose which objects the PPR should be valid for. The table changes depending on the object you select. If, for example, you choose 7UDQVDFWLRQW\SH you must enter a transaction description. If no entries are maintained, the effect on the partner/product range check in the sales transaction [Page 136] is that the PPR in question is valid for all possible instances. If, for example, no data is maintained for the sales organization, the relevant PPR is valid for all sales organizational data. 6. Enter a key and the description for the item in the 335LWHPsubscreen. You also have the option of setting the exclusionflag here. 7. Enter the following data in the item detail: D
5HIHUHQFHVWRSDUWQHUSURGXFWUDQJHV
Enter the key for the required PPR. E
5HIHUHQFHWREXVLQHVVSDUWQHUVSURGXFWVDQGWLPHVWDPSV
•
Use the %XVLQHVVSDUWQHUtab page to choose the reference type, that is, business partner, target group, business partner group hierarchy, rule. The table changes depending on the reference type you choose. If, for example, you choose %XVLQHVV3DUWQHUV you must enter the business partner number. For7DUJHW JURXS you must enter the name of the target group.
•
You use the 3URGXFWVtab page to choose a reference type, for example, product or product category or rule.
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CRM Interaction Center The table changes depending on the reference type you choose. If, for example, you choose 3URGXFWV you must enter the product number. For3URGXFW+LHUDUFK\you must enter the product hierarchy ID. •
You use the 7LPHVWDPStab page to choose a reference type, for example, date from – to or rule. The table changes depending on the reference type you choose. If, for example, you choose 'DWHIURP±WRyou must enter a start and you have the option of entering an end date. You also have the option of setting an exclusionflag, and, by doing so, of excluding specific time periods from the PPR.
Only one business partner rule, product rule and timestamp rule can be created for each PPR item.
5HVXOW
You have created a partner/product range which is now displayed in the locator hit list.
3URFHVVHV
This section contains all Customizing settings that are required for configuring business processes.
,QWHUDFWLRQ&HQWHU 3XUSRVH
The Interaction Center (IC) is a key technology of Customer Relationship Management (CRM) with mySAP.com. It is designed as a multi-channel, blended business process interaction center to empower call centers to provide the highest possible level of customer service. It provides robust technology for contact center operations. It tightly integrates a highly customizable and full-featured front office with your back-office as well as your entire range of customer-centric processes. The Interaction Center is state-of-the-art technology for any business transactions via phone, e-mail, chat, paging, Web call back, or voice-over Internet Protocol (VoIP). ,PSOHPHQWDWLRQ&RQVLGHUDWLRQV
The IC is developed with an open interface to support a variety of CTI middleware products, as well as telephony servers and switches. The IC also supports Interactive Voice Response (IVR) systems, which capture call-attached data [SAP Library]. ,QWHJUDWLRQ
Since the IC is integrated with other SAP System components, agents have complete access to customer information and customer business transactions. You define the business transactions that an agent has access to in Customizing. For example, an agent may need authorization to log customer problems, create sales orders, update a customer address, change employee information, or check the status of a delivery. Organizations use the IC in a variety of business scenarios including sales, service, collections, or human resources. For one company, the IC may be used as an inbound sales center, where agents CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center enter sales orders, answer delivery inquiries, create return material authorizations, or update customer addresses. Another company might use the IC to register service requests for internal or external customers. Yet another company might only process e-mail correspondence with their customers through the IC. Agents in an integrated call center may perform all of these activities. )HDWXUHV
•
Telesales [SAP Library] functions such as processing inbound and outbound telephone calls with customers and other business partners using Computer Telephony Integration (CTI) [SAP Library] technology as middleware. As an integrated call center application, the IC provides agents complete access to any SAP business transaction along with a full range of telephony features.
•
An Interactive Intelligent Agent (IIA) [SAP Library] for problem analysis, Symptom and Solution Search [SAP Library] and Frequently Asked Questions.
•
Option to access communication channels provided by Web Customer Support [SAP Library]
•
Scripting [SAP Library]
•
Broadcast messaging [SAP Library]
•
Alert modeler [Page 154]
•
Call list management [SAP Library]
•
Business partner search [Page 151]
•
Call state view [SAP Library]
•
Real-time screen pop [SAP Library]
•
Logging [SAP Library]
•
An e-mail system in which agents can also display their overdue e-mail or planned activities, such as sending follow-up e-mails for a campaign.
•
Customer-focused overviews of business relationships and customer history A comprehensive interaction history provides one view of a customer. This enables agents to view planned and historical activities along with sales and service orders.
•
Increased agent productivity with Business Data Display (BDD) [SAP Library] and action box [Page 145] These two IC components work together to display customer-related information and to enable the agent to navigate and perform any SAP business transaction.
6HHDOVR
IC Setup [SAP Library] for information about IC Customizing IC Administration and Reporting [SAP Library] for information about additional settings not included in Customizing and reporting IC Application [SAP Library] for information about how you might use IC
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CRM Interaction Center
%DVLF&,&6HWWLQJV
This section contains all the basic Customer Interaction Center (CIC) settings that are necessary to configure this business process.
,&)UDPHZRUN 'HILQLWLRQ
A program that determines the front office configuration, based upon the Interaction Center (IC) profile. The framework includes the available functions for the agent as well as the location and what order they are found on the IC screen. 8VH
The framework is assigned to the IC profile [Page 157]. When the agent logs into the IC, the profile is determined from the agent’s organizational structure [SAP Library]. The IC profile is inherited from the lowest-level organizational object, however, the framework is inherited from the highest-level organizational structure.
)UDPHZRUN([DPSOH
CIC Profile A Framework A
Sales Division
CIC Profile B Framework B
Sales Representative
CIC Profile B Framework A Jose Vega
Agent -RVH9HJDinherits Framework A from the organization unit, 6DOHV'LYLVLRQ, and IC Profile B from the position, 6DOHV5HSUHVHQWDWLYH.
We recommend only defining and using one framework per organizational structure.
The agent only sees components which: •
Are configured in the framework
•
Have a component profile defined in the IC profile
6WUXFWXUH
The framework consists of: •
Framework title
•
Components −
Visible components [SAP Library] Those components which the user sees.
−
Hidden components [SAP Library]
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CRM Interaction Center Those components which the user does not see, but are technically needed to help the visible components work. In addition to the standard components, custom-built components can be configured in the IC framework in the navigation and application areas. To create your own components, see Customizing for the ,QWHUDFWLRQ&HQWHU under &XVWRPHU6SHFLILF6\VWHP0RGLILFDWLRQVIRU,& → 'HILQH&XVWRPHU 6SHFLILF&RPSRQHQWV. The framework can include up to seven visible components. Each component occupies one slot of the framework. The framework allows flexibility in adding components to several different slots. &RPSRQHQWVDQG3RVVLEOH6ORWVLQ)UDPHZRUN 9LVLEOH&RPSRQHQW
/6KDSHG
/6KDSHGZLWKRXW
ZLWK&DOO
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6WDWH
Business partner search
1
1
Agent dashboard
2, 3, 4
3
Broadcast messaging
2, 3, 4
3
Call state
2, 3, 4
Quick keys
2, 3, 4
3
Reminder scripting
2, 3, 4
3
Slim action box
2, 3, 4
4 (plus variant), 3
Navigation area
5
5
Application area
6
6
Action box* Business data display** Interactive scripting** * As of mySAP CRM Release 2.0, we recommend only using the slim action box. ** We recommend using these components in the workspaces of the application area instead. The framework can be configured three ways: •
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Slot 2
Slot 3 Slot 4
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L-shaped without call state
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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Slot 6 As of mySAP CRM Release 2.0, we recommend only using one of the L-shaped frameworks. Slot 7, which holds the component container, can also be added to the bottom of each framework. There are default frameworks available. For more information about defining IC framework, see the Implementation Guide (IMG) activity &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ ,QWHUDFWLRQ&HQWHU→ 'HILQLWLRQRI)URQW2IILFH)UDPHZRUN
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CRM Interaction Center
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You can create one or more customized titles for the Customer Interaction Center application. In the next step, the title is assigned to a framework. 3URFHGXUH
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The framework determines which components are available and where they are located in the Customer Interaction Center (CIC) application. You create and define a framework, assign the framework to a title that you created in the previous step, and then later assign the framework to a CIC profile. 3URFHGXUH
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In your framework, include all the relevant visible and hidden components for each function that you want to use in the CIC. For more information, see the IMG documentation.
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You configure workspace profiles to determine which visible components are found in the navigation and application areas within the framework of the Customer Interaction Center (CIC). These profiles are later assigned to the CIC Profile. 3URFHGXUH
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Agents can use the action box to execute business transactions quickly on the Interaction Center (IC) screen. The action box is essentially a collection of shortcuts to available functions or transactions within mySAP CRM and Enterprise R/3. ,QWHJUDWLRQ
The action box is highly customizable. Your system administrator can create links to the functions or transactions that IC agents use the most. 3UHUHTXLVLWHV
The system administrator has made the proper settings in Customizing. For more information, see Configuring Your Action Box [Page 146]. )HDWXUHV ,QIRUPDWLRQ([FKDQJHWRDQGIURPWKH,&6FUHHQ
The system transfers information from the IC screen to the transactions called up using these shortcuts. Information can also be returned from the transaction to the IC screen. For example, the system administrator could configure the action box so that when agents use the shortcut to the sales order transaction, the system copies the business partner information from the Business Data Display (BDD) into the sales order. When the agent has completed the sales order, the system returns the sales order object into the BDD. )XQFWLRQ.H\V
You can call up the shortcuts defined for the action box right from the keyboard using predefined function keys. Function keys are defined by the system administrator. 3DUDPHWHUV
A dialog box appears when you call up a shortcut. You can change the preset parameters or simply confirm them. 1HZ:LQGRZ
Action box transactions appear in a separate session. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center $FWLYLWLHV
If your system administrator has set up your action box to transfer information from IC into the shortcut, select the object that you want to be transferred in the BDD before selecting a shortcut from the action box. You can access the shortcuts your system administrator has defined as follows: 6OLPDFWLRQER[
•
Choose the shortcut group button to use the shortcut defined as the default for that group.
•
Select the desired shortcut in the dropdown box for the shortcut group button.
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•
Select the tab for the relevant shortcut group and choose the icon for the shortcut you want to use. −
Select $V\QFKURQRXV if you want the transaction to appear in a separate session.
−
Select 3DUDPHWHU if you want the system to display a dialog box where you can verify or change the predefined parameters.
*As of mySAP CRM release 2.0, we recommend only using the slim action box. 2WKHUDFFHVVPHWKRGV
•
Enter the transaction code (maximum 4 characters) in the unmarked field on the far left side of the action box. You can find transaction codes by selecting the dropdown box for group shortcut buttons in the slim action box or in the &DOO field of the standard action box.
•
Use the appropriate function key defined for the shortcut you want to access.
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Context Menus for Customer History and Business Data Display [SAP Library]
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The system administrator must make the settings listed below in Customizing before agents can use the action box function. These settings define the appearance and functions of the action box in the Interaction Center (IC). 3UHUHTXLVLWHV
The system administrator has: •
Assigned all agents who are to use this function to positions or organizational units in organizational management. To access organizational management options from the SAP Menu, choose ,QWHUDFWLRQ&HQWHU →$GPLQLVWUDWLRQ→,&6WUXFWXUH.
•
Assigned the IC profile to the positions or organizational units.
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1. Access the activity 0DLQWDLQ)UDPHZRUN,'DQG3DUDPHWHUV in Customizing for the ,QWHUDFWLRQ &HQWHU, and include the following components in the framework: CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center −
Slim action box or action box* (visible component)
−
Action box (hidden component) *As of mySAP CRM Release 2.0, we recommend only using the slim action box.
2. If you want to link to a transaction in an Enterprise R/3 system, then access the activity 0DLQWDLQ /RJLFDO6\VWHPIRU$FWLRQ%R[7UDQVDFWLRQV. 3. Create a configuration profile in the activity 'HILQH&RQILJXUDWLRQ3URILOHIRU$FWLRQ%R[. 4. Access the activity 0DLQWDLQ,&, and add slim action box or action box profile category, depending on the action box style you included in your framework. Specify the profile you created in step 3. 5HVXOW
The action box appears on agents’ IC screens. It includes the transactions and options that the system administrator defined. 6HHDOVR
Context Menus for Customer History and Business Data Display [SAP Library]
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This component guides agents through customer interactions by moving through a series of steps. These steps may include questions with predefined answers, business transactions, Web documents, or any other activities within the Interaction Center (IC). If you want to use the Interaction Wizard script, which guides agents through the steps involved in simple activity creation, see SAP Note 501119. $FWLYLWLHV
1. Define all the interactive scripts you need, including the related system actions, as described in Maintaining Interactive Script Structures [Page 149]. 2. Assign these scripts to profiles in Customizing for the ,QWHUDFWLRQ&HQWHU in 'HILQH,QWHUDFWLYH 6FULSWLQJ3URILOH. 3. Add the interactive scripting component and profile you want to use to the IC profile in Customizing for the ,QWHUDFWLRQ&HQWHU in 'HILQH,&3URILOH. 4. To ensure that scripts appear for all designated agents, be sure to assign these agents to positions or organizational units that you have set up in organizational management. To access organizational management options from the SAP Easy Access Menu, choose ,QWHUDFWLRQ&HQWHU →$GPLQLVWUDWLRQ→,&6WUXFWXUH. Make sure that you have assigned a IC profile to the position or organizational unit you want to use.
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CRM Interaction Center
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You can create, display, or change script texts for both reminder scripting and interactive scripting. 0DLQWDLQLQJ6FULSW7H[WV
1. From the SAP Menu, choose ,QWHUDFWLRQ&HQWHU→$GPLQLVWUDWLRQ→6FULSWLQJ→0DLQWDLQ6FULSW 7H[WV. 2. On the screen that appears, enter a text name, text ID, and the language. If you want to use a text in reminder scripting, you can use text ID &,&6 or 67. For interactive texts, you must use 67. 3. Choose 'LVSOD\, &KDQJH, or &UHDWH. 4. On the screen that appears, maintain the text of your question. If you want to use an HTML document, type the URL in the first line of the text, preceded by the command URL (for example, URL HELP.SAP.COM). If you want to include variables in the script text, type the variable name inside square brackets within the text (for example, [userID_01]). Variable names are case sensitive. For information about creating variables, see Maintaining Script Variables [Page 148]. 5. Save your data. 6. Repeat this procedure for each text that you want to use in your script.
0DLQWDLQLQJ6FULSW9DULDEOHV &UHDWLQJD1HZ6FULSW9DULDEOH
1. From the Interaction Center (IC) $GPLQLVWUDWLRQ menu, choose 6FULSWLQJ → 0DLQWDLQYDULDEOHV. 2. Choose 1HZHQWULHV. 3. Enter a unique variable name in the 9DULDEOHfield. 4. Enter either a fixed value, a system field name, call-attached data object and display attribute, or a function module name (for a custom-built function) to map to the variable in the appropriate field. You can use the following system field names: −
6\GDWXP
−
6\GDWOR
(local date for user)
−
6\X]HLW
(time)
−
6\WLPOR
(local time for user)
−
6\XQDPH
(current date)
(user name from SAP logon)
You must use the following for a custom-built function: −
Importing parameter: variable_name (12 characters)
−
Exporting parameter: value (255 characters)
−
Exceptions: others
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CRM Interaction Center
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1. From the Interaction Center $GPLQLVWUDWLRQ menu, choose 6FULSWLQJ → 0DLQWDLQYDULDEOHV. 2. Choose the variable you want to change and then choose 'HWDLOV. 3. Change the variable as needed and save your entries.
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To access the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen from the SAP Menu, choose ,QWHUDFWLRQ &HQWHU→$GPLQLVWUDWLRQ→6FULSWLQJ→0DLQWDLQ,QWHUDFWLYH6FULSW6WUXFWXUHV. 0DLQWDLQLQJ6FULSW7H[WV
See Maintaining Script Texts [Page 147]. &UHDWLQJ1HZ6FULSWV
1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, choose &UHDWH. 2. Enter a numeric script ID, a description, and validity time frame. Set the status to 5 (active). A complete script consists of one or more nodes. The first node you create is always a root node, which appears as a red box on the screen. The root node "anchors" the script structure in the Interaction Center (IC). To expand the script structure by adding more nodes, see &UHDWLQJ1HZ1RGHV. 3. Save your data. &UHDWLQJ1HZ1RGHV
1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change, and choose (GLW. 2. Click the yellow node (question node) or the blue node (end node) in the detail area. 3. Move the pointer to the drawing area of the screen and click where you want to place the node. $VVLJQLQJ4XHVWLRQVWR1RGHV
1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change, and choose (GLW. 2. Select the node for which you want to define a question and choose 5HDVVLJQPHQW. On the screen that appears, if you want to reuse an existing text, select the folder, select the text, and choose (QWHU. Otherwise, continue with step 3 to create a new text. 3. Choose &UHDWHD1HZ4XHVWLRQ. 4. Enter a numeric question ID and a description. Select the value function &50B70B9$/B75$16/$7(. This value function displays the text in interactive scripting. 5. If you want to mark the question as read only, select 4XHVWLRQ/RFNHG. 6. In the 6$36FULSW1DPH field, enter the text name of a question that you created previously. For more information, see Maintaining Script Texts [Page 147]. Choose (QWHU. A message appears confirming that the question was saved.
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CRM Interaction Center
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1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change and choose (GLW. 2. Select a node and choose 5HDVVLJQPHQW. 3. Choose &UHDWH)ROGHU. 4. Enter a name for the new folder and choose (QWHU. 5. Select the 8QFODVVLILHG folder. 6. Select the desired question and drag it to a folder. /LQNLQJ1RGHVZLWKDQ$QVZHU&RQQHFWRU
1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change and choose (GLW. 2. Choose &RQQHFW. The cursor becomes a pencil when you position it within the drawing area. To cancel, click on any empty part of the drawing area. 3. Move the cursor so that it touches one of the nodes you want to connect. Drag the pencil to connect that node to another node. When you release the pencil, a connecting line appears. This line is called the answer connector. $VVLJQLQJ$QVZHUV
1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change and choose (GLW. 2. Double-click the question mark above an existing answer connector. In the screen that appears, notice that the question IDs of the questions that you linked using this answer appear in the &RQWH[W section of this dialog box. 3. If you find an existing answer that is sufficient, select it and choose (QWHU. Otherwise, continue with step 4. 4. Select &UHDWHD1HZ$QVZHU. 5. Enter the answer text and select an action type and action that you want to trigger when this answer is selected during IC execution. The following action types are available: −
CIC-EV STOP_SCRIPT Use with the last answer
−
CIC-EV EXIT_TO_SCRIPT <script no> Use to execute another script
−
CIC-OK Use to execute an OK code in the Interaction Center
−
CIC-AB Use to execute an action box call
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1. Create and check an interactive script in the original language. 2. In the 0DLQWDLQ6FULSW7H[WV transaction (CIC9), create new question texts in the second language. Each of these texts must have the same name and text ID as the corresponding original text. 3. To maintain the answers in a second language, you must first log off and log on again in the second language. 4. Use the ,QWHUDFWLYH6FULSWLQJ(GLWRU to maintain the answer texts in the second language as described above. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center &KHFNLQJWKH6FULSW
1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change and choose (GLW. 2. Choose &KHFN6FULSW. If the script contains errors, the system displays an error report. 3. Correct any errors and save the script.
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Use this step to group interactive scripts into profiles. 3URFHGXUH
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The Business Partner (BP) Search in the Interaction Center (IC) allows you to find, display, change, or create contact information for a business partner. There are two visible component slots [SAP Library] on the screen where you can use this function: •
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Visible component [SAP Library] where you specify search criteria and run the search. This function always appears in slot one of the framework. •
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Extended search workspace [SAP Library] that can be launched from the action box or appear automatically in the application area. You can use one or both of the following available workspaces: −
Employee search workspace Finds employee information.
−
Business partner search Finds contact person, customer, and installed base (IBase) information. You can search for several different objects of different types, such as company and contact person, at the same time. You can also use multiple business partner attributes or IBase component attributes as search criteria. This workspace contains a business partner creation function.
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CRM Interaction Center
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Your system administrator has: •
Completed the appropriate Interaction Center (IC) setup activities [SAP Library].
•
Made the appropriate settings in Customizing for the ,QWHUDFWLRQ&HQWHU in 'HILQH&RQILJXUDWLRQ 3URILOHIRU$FWLRQ%R[ or 'HILQH3URILOHIRU$XWRPDWLFDOO\&UHDWHG:RUNVSDFHV, depending on whether you want one or both of the %36HDUFK workspaces to appear automatically or be assigned in the action box.
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Retrieves information about a related business partner. For example, if the contact is a contact person for a company, you can use this function to retrieve the company’s business partner data. 6DYH
Saves updated business partner data or new business partners created directly in the IC using the lean method. For more information, see Searching for Business Partners [Page 153]. )LQG%XVLQHVV3DUWQHU
Searches the system for existing business partner records. 5HVHW$OO)LHOGV
Clears all business partner search fields in preparation for a new search. &RQILUP6HDUFK'DWD
Confirmation is a central function in the IC. It prompts the system to retrieve and display data for the selected business partner and passes the business partner data to subsequent functions, such as the Business Data Display. Confirmation occurs automatically if you selected $XWR&RQWLQXH in Customizing for the ,QWHUDFWLRQ &HQWHU in activity 'HILQH3URILOHVIRU6HDUFK6WUDWHJLHV. &UHDWH1HZ%XVLQHVV3DUWQHU
Links to the transaction for creating business partners, where you can enter complete details for a new business partner. &UHDWH1HZ&RQWDFW3HUVRQ
Links to the transaction for creating contact persons, where you can enter complete details for a new contact person. The system automatically creates the relationship to the business partner whose information currently appears in the IC. 'LVSOD\$OO3DUWQHUV$VVRFLDWHGZLWK1XPEHU
Displays a list of business partners that are related to the current customer’s telephone number. 8SGDWH3KRQH1XPEHU
Allows you to change the current customer’s telephone number. 'LUHFWGDWDPDLQWHQDQFHLQWKHEXVLQHVVSDUWQHUVHDUFKZRUNVSDFH
You can add or change certain attributes of business partners in the search component directly, without accessing the standard business partner maintenance transaction. For more information, see Searching for Business Partners [Page 153]. Your system administrator can specify certain default values (such as role, category) for the creation of new business partners from the IC by including them in a search profile, which is created in Customizing for the ,QWHUDFWLRQ&HQWHU in 'HILQH3URILOHVIRU6HDUFK6WUDWHJLHV. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center Your system administrator can maintain other attributes by including them in the HTML page representing the screen for the Business Partner search (see +70/EDVHGFRQILJXUDWLRQRIWKHXVHU LQWHUIDFHbelow). +70/EDVHGFRQILJXUDWLRQRIWKHXVHULQWHUIDFH
The user interface of the business partner search component is based on HTML templates which define the layout of the search, display, and maintenance attributes of searchable object types. Default templates are available for your system administrator to copy and modify to create personalized layouts for your user interface. Your system administrator can choose which template to use and which information from the search will appear in the HTML template in Customizing for the ,QWHUDFWLRQ &HQWHU in: •
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To modify the default templates, use the SAP Web Repository (transaction 60:). For more information, see Web Object Maintenance [SAP Library]. 6HHDOVR
Fact Sheet [SAP Library]
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1. Access the ,QWHUDFWLRQ&HQWHU,& screen. 2. Search for the main business partner for the interaction (usually a company). In the %36HDUFK workspace in the application area, you can use the installed base [SAP Library] (IBase) search to search by business partner address for product information.
A customer calls to report a problem with one of the copiers they bought from your company, but does not have the product number. You can enter the company’s physical address and the IBase search will find product information about all copiers you have sold this customer that are located at the given address. 3. If your first search does not find the business partner, choose 5HVHW$OO)LHOGV to clear the fields and start a new search. 4. Select the correct contact from the list of contacts for that company in order to display the contact’s data. If there is only one contact for the company, that contact will be displayed automatically. 5. Continue with step 5 below. 6HDUFKLQJ%\%XVLQHVV3DUWQHU&RQWDFW V1DPH
1. Access the ,QWHUDFWLRQ&HQWHU screen. 2. Search for the contact person’s name. In the %36HDUFK workspace in the application area, you can use the IBase search to search by business partner address for product information (see example above). 3. If your first search does not find the business partner, choose 5HVHW$OO)LHOGV to clear the fields and start a new search. 4. If more than one business partner in the system has the telephone number recognized by the Automatic Number Identification (ANI), the words "non-unique" appear next to the telephone
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CRM Interaction Center number. Choose 'LVSOD\$OO3DUWQHUV$VVRFLDWHGZLWK1XPEHU to get a list of all business partners associated with this number. 5. When you have found the correct contact in the system, choose &RQILUP6HDUFK'DWD. The system passes the business partner’s data to subsequent functions in the system, such as activities or the Business Data Display (BDD). 6. If a business partner does not exist in the system yet, you can create a new business partner right from the %36HDUFK workspace by entering business partner information and choosing 6DYH. This lean method of business partner creation allows you to create business partners right from the IC by only recording a limited amount of business partner information. In addition to any information you enter in the fields on the %36HDUFK screen, the system also prompts you to enter the partner category, grouping, and business partner role. If you want to enter more business partner details, access the business partner maintenance transaction by choosing &UHDWH1HZ%XVLQHVV3DUWQHU or &UHDWH1HZ&RQWDFW3HUVRQ. 7. You can update business partner data by simply changing information on the %36HDUFK workspace and choosing 6DYH. 6HHDOVR
Business Partner Search [Page 151] Fact Sheet [SAP Library]
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The alert modeler combines system resources intelligently to guide agents during customer interactions. It uses information and transactions already available in the system to determine steps that agents should take at different points in customer interactions and then prompts them to take these steps. ,QWHJUDWLRQ
The alert modeler incorporates BW information, IC components, and CRM system transactions. Specifically, the alert modeler checks all customer information both in the Customer Relationship Management (CRM) system and in the Business Information Warehouse (BW). If it finds information that could affect the current interaction, it alerts agents by automatically opening transactions or displaying script texts. For example, if customers have used Interactive Voice Response (IVR) to indicate that they want to place an order, the &UHDWH2UGHU transaction can be opened automatically by the alert modeler. The alert modeler can also prompt agents to mention information related to business partners or their accounts. For example, based on a customer’s account data (such as open orders), the alert modeler can display a message in the scripting component suggesting that the agent inform the customer about the order status. 3UHUHTXLVLWHV
In Customizing for the ,QWHUDFWLRQ&HQWHU, you have maintained a framework ID in 0DLQWDLQ)UDPHZRUN ,'DQG3DUDPHWHUV and assigned that framework ID to an IC profile you have created in 0DLQWDLQ,& 3URILOH
You have assigned all agents who are to use the alert modeler to positions or organizational units that you have set up in organizational management. To access organizational management options from the SAP Easy Access Menu, choose ,QWHUDFWLRQ&HQWHU→$GPLQLVWUDWLRQ→,&6WUXFWXUH. Make sure that you have assigned your IC profile to the position or organizational unit you want to use. You must have a BW system integrated into your system in order to use analytical information from BW. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center $FWLYLWLHV
1. Define which events, data objects and functions you want to be available to the alert modeler by defining a meta model [SAP Library]. In most cases, a copy of SAP’s default meta model should be sufficient, but it is also possible to create your own meta model. You can copy the default meta model or create your own in Customizing for the ,QWHUDFWLRQ&HQWHU in activity 'HILQH&XVWRPHU6SHFLILF0HWD0RGHO. 2. If you want to incorporate data from the Business Information Warehouse (BW), define the information the alert modeler should retrieve. You do this in Customizing for the ,QWHUDFWLRQ&HQWHU in: −
0DLQWDLQ$WWULEXWHVDQG6HOHFW%:.H\)LJXUHVIRU%XVLQHVV3DUWQHUV
−
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3. Define when the system is to retrieve information and what the system reaction to this information is to be by maintaining an alert modeler profile in Customizing for the ,QWHUDFWLRQ&HQWHU in 0DLQWDLQ$OHUW0RGHOHU3URILOH. 4. Assign the $OHUW0RGHOHU1R&RQWUROcomponent (ALRT_MODLRX) to your framework ID in Customizing for the ,QWHUDFWLRQ&HQWHU in0DLQWDLQ)UDPHZRUN,'DQG3DUDPHWHUV. 5. Change your IC profile by adding the alert modeler component and selecting an alert modeler profile for it. You do this in Customizing for the ,QWHUDFWLRQ&HQWHU in 0DLQWDLQ,&3URILOH. ([DPSOH
You define a framework ID that includes the $OHUW0RGHOHU1R&RQWUROcomponent in 0DLQWDLQ )UDPHZRUN,'DQG3DUDPHWHUV You define your IC profile in 0DLQWDLQ,&3URILOH Sharon works as a senior-level sales and service agent in your interaction center. You add her name to your sales and service organization or position in 2UJDQL]DWLRQDO0DQDJHPHQW. You also assign your IC profile to that organizational unit or position in 2UJDQL]DWLRQDO0DQDJHPHQW. You define in 'HILQH5HWULHYDO3URILOHIRU%XVLQHVV3DUWQHU$WWULEXWHV that the alert modeler is to look up leisure activities, number of children, and sales volume for each business partner. The system looks up this information in the CRM system and in BW, as you have defined in 0DLQWDLQ$WWULEXWHV DQG6HOHFW%:.H\)LJXUHVIRU%XVLQHVV3DUWQHUV You define in 0DLQWDLQ$OHUW0RGHOHU3URILOH that the system is to retrieve this information whenever an agent confirms a business partner and that the alert modeler will then use this information to display any relevant messages to the agent. You add this alert modeler profile to the IC profile in 0DLQWDLQ,&3URILOH Sharon confirms a business partner. The system obtains the information above from the target groups, attribute sets, and BW attributes, and adds it to an internal table. This list shows the system that this business partner plays golf, has 3 children, has a sales volume between $150-200 billion, and pays all bills within 2 days. The alert modeler uses this data to display the following scripts on Sharon’s screen: •
Mention our "Golf Getaway" bonus offer effective until the end of the month.
•
One of our best customers - Be especially courteous.
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Define which events, data objects and functions you want to be available to the alert modeler by defining a meta model. 3URFHGXUH
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If you want to incorporate data from the Business Information Warehouse (BW), define the information the alert modeler should retrieve. 3URFHGXUH
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For more information, see the IMG documentation.
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Define where the alert modeler should look to find the information you want it to retrieve. 3URFHGXUH
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Define when the system is to retrieve information and what the system reaction to this information should be in the alert modeler profile. 3URFHGXUH
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In order to expose your own functions to the alert modeler, you need advanced knowledge of JavaScript and ABAP programming (especially in ABAP OO). 3URFHGXUH
For a description of this procedure, access the Implementation Guide (IMG) documentation for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ&HQWHU→&RPSRQHQW&RQILJXUDWLRQ→ +LGGHQ&RPSRQHQWV→$OHUW0RGHOHU→0DLQWDLQ$OHUW0RGHOHU3URILOHWithin this documentation, choose the link SURJUDP\RXURZQIXQFWLRQV.
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The Interaction Center (IC) profile specifies the layout of the IC desktop and the components and transactions it includes. You can create IC profiles for agents, a group of agents, or for an organization. You create a IC profile in the Implementation Guide (IMG). ,QWHJUDWLRQ
A IC profile links together a framework ID, a set of components, and their profiles. You can link it to an organizational unit or position in an organizational structure. It is possible to assign more than one IC profile to one user or agent. Logical inheritance carries the IC profile to the lower-level nodes in the structure, unless they contain their own IC profile. For example, the settings in the IC profile at agent level have highest priority, followed by processing group, and so on. This enables you to create profiles based on user roles in an organization. For IC to function correctly, IC profiles that are above each other in the organizational structure must have the same framework ID. Grouping agents, for example by skills, role, or work area, and specifying a IC profile on as high a level in the organization as possible saves you time on data maintenance by not assigning a IC profile to each user. An agent may have more than one role. In this case, the agent must select the role when the Interaction Center starts.
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The CIC profile defines the set of functions that you want to make available to one or more agents by assigning component profiles you created in prior steps, such as the framework, workspaces, action box, and interactive scripting. You can create different CIC profiles for different groups of agents. 3URFHGXUH
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For more information, see the IMG documentation.
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You assign a Customer Interaction Center (CIC) profile to an organizational object that an agent belongs to, such as an organizational unit or a position. The agent inherits the CIC profile from the organizational object. For example, you want all the sales agents to have the same profile, so you assign the profile to the sales organizational unit. 3URFHGXUH 6$3PHQX
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1. Search for the organizational object that you want to make the assignment to. 2. Select the object in the organizational structure. 3. Choose *RWR → 'HWDLO2EMHFW→(QKDQFHG2EMHFW'HVFULSWLRQ. 4. Choose &,&3URILOHinfotype. 5. Choose &UHDWH. 6. Enter validity dates of the assignment. 7. Enter the CIC profile. 8. Choose 6DYH. For more information, see Organizational Management in the CRM System [SAP Library].
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Make the necessary settings for business routing in the implementation guide under &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW→ &XVWRPHU,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ Work through the following steps in Customizing:
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Information about the relevant settings is available in the IMG documentation.
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Business routing consists of several levels: The application level, which provides functions for the selection and routing-oriented evaluation of business data, and the communication level, which transfers data from the CRM Online Application to an external routing system. An external routing system has to be connected using a routing gateway that supports the Business Routing Interface. For information as to which routing gateways are certified for the Business Routing Interface, see the Software Partner Program Web page (http://sap.com/spp/).
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Provision of the business data stored in the CRM system for the external routing process
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Read access to the exported routing data
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The routing data export [SAP Library], which runs using the routing gateway, is used to provide business data stored in the SAP System as routing data in the external routing system.
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The following graphic shows which settings you have to make in the individual components involved in business routing:
Business routing application (Part of the SAP CRM applications) Preparation for the routing process: Selection of business URXWLQJGDWD Triggering of the routing data export
Business routing communication (Part of SAP Basis) Administration of the URXWLQJGDWDH[SRUW in the SAP System
Routing gateway Administration of the routing gateway
Routing system of the CTI system or of the fax or message server Administration of the routing process Selection of technical routing data
For information on the administration of the routing data export in business routing communication, see Setting Up the Routing Data Export [SAP Library].
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To test the RFC connection, the routing gateway has to be operational and registered on the SAP Gateway. 3URFHGXUH
1. Call transaction SM59. 2. Choose
.
3. Specify the name and description of the RFC destination. 4. Specify T (TCP/IP connection) as the connection type. 5. Choose
.
6. Choose 5HJLVWUDWLRQ. 7. Specify the program ID with which the routing gateway registers on the SAP Gateway (for example, ROUTING). 8. Choose 'HVWLQDWLRQ→ *DWHZD\RSWLRQV. 9. Specify the gateway host and the gateway service for the SAP Gateway on which the routing gateway registers. 10. Choose 2. 11. Choose
.
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1. Call Routing Server Administration (transaction SBCA). 2. Position the cursor on the entry
5RXWLQJVHUYHU
in the navigation tree and choose
.
3. Enter the following data in the detail area: •
Name of routing server
•
RFC destination of external routing software If you want to test the routing data export first without the connection to the external software, specify NONE. For more information, choose .
•
The supported routing channels (for example, telephone calls and Internet mails)
4. After you have specified the RFC destination and carried out the RFC connection test, test the version compatibility between the Business Routing Interface and the external routing software by executing a connection test [SAP Library]. To do this, choose &RQQHFWLRQWHVW 5. Before you activate the server, select 6HUYHULQXVH The prerequisite for this is that you have executed the version compatibility test. 6. Choose
.
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After the routing data export, you can test whether inbound inquiries are forwarded to the correct contact persons. The routing test returns the routing decision of the external routing system to the attributes of an inquiry (for example, DNIS and ANI), using the exported data (for example, processing group list). 3UHUHTXLVLWHV
All components required for business routing (routing servers, routing scenarios) are set up and the routing data export has been carried out. 3URFHGXUH
1. In Business Routing Administration (transaction SBCA), choose 8WLOLWLHV → 5RXWLQJWHVW. 2. Enter the data for the inbound inquiry: −
Sender address and sender type (for example, tom.price@playa.com and Internet mail address)
−
Recipient address and recipient type (for example, info@company.com and Internet mail address)
−
The routing server used to export the routing data that is to be tested
If you want to test the data of an inactive routing scenario, you have to specify this explicitly. 3. Choose
5RXWLQJWHVW
.
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The business partner group in which the sender is contained and the appropriate processing group to which the inquiry would be routed are displayed. For more detailed information, you can display the trace for the routing test.
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You can query and display the current operating status of the routing gateway from the SAP System. 3UHUHTXLVLWHV
The external routing gateway has to support the query. This is the case with all of the routing gateways certified by SAP. 3URFHGXUH
1. In Business Routing Administration (transaction SBCA), position your cursor on the routing server that represents the routing gateway. 2. Choose 8WLOLWLHV→ 6HUYHUWUDFHDQGVWDWXV. The current operating status of the routing gateway is displayed in the 6WDWXV frame of the subsequent dialog box.
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Errors during the routing data export are always logged. Warnings and information can also be logged for test purposes or for error analysis. 3URFHGXUH 'LVSOD\LQJWKHLQWHUQDOWUDFH
1. In Routing Server Administration (transaction SBCA), choose 8WLOLWLHV → ,QWHUQDOWUDFH → 'LVSOD\ 2. Choose whether you want to display the trace of the current day (select 7RGD\) or whether you want to choose a trace according to user and/or time period (select :LWKIROORZLQJVHOHFWLRQ and specify the user and start time and end time). 3. Choose
'LVSOD\LQWHUQDOWUDFH
A list of existing logs is displayed in the upper area of 7UDFH'LVSOD\ (also called Log Display). If you double-click on an entry, the log messages are listed in the lower area. In the 0HVVDJHW\SH (icon) column of this list, the type of the message is displayed. The symbols mean the following: Information Warning Error CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
Clicking once on the for a message.
symbol calls the long text of a message, clicking once on
calls the details
For more information on the functions, see Display Log [SAP Library]. 6HWWLQJWKHLQWHUQDOWUDFH
1. In Routing Server Administration (transaction SBCA), choose 8WLOLWLHV → ,QWHUQDOWUDFH → 6HWWLQJV. 2. Choose whether trace entries are to be written 2QO\LIDQHUURURFFXUVor $OZD\V (that is, warnings and information are also to be logged). 6DYHVHWWLQJ
3. Choose
.
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You can set the trace of the external routing gateway in the SAP System. You can then also display the trace in the SAP System.
If the trace is set from the SAP System, the trace of the external software is set to the level that the manufacturer has marked as optimal for error analysis. Existing trace settings are overridden. If you deactivate the trace in the SAP System, the trace settings of the external software are reset to the original value (for example, deactivated or set to a lower level). 3UHUHTXLVLWHV
You can only set the trace from the SAP System if this is supported by the routing gateway. This is the case for all of the routing gateways certified by SAP. 3URFHGXUH
3. In Business Routing Administration (transaction SBCA), position your cursor on the routing server that represents the routing gateway. 4. Choose 8WLOLWLHV→ 6HUYHUWUDFHDQGVWDWXV. 5. In the 7UDFH frame, specify 5RXWLQJ as the component. In the dialog box, you can execute the following trace functions: )XQFWLRQ
'HVFULSWLRQ
6HWWUDFHIRUURXWLQJJDWHZD\
Choose $FWLYDWHVXSSRUWOHYHO.
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1. Specify the required time period and, in the 7\SH field, enter the required level of information (E for Error, W for Warnings, I for Information). 2. Choose
,PSRUW
.
3. For more information about an entry, click on the message ID. In the 6WDWXVDQGWUDFHRIH[WHUQDOVRIWZDUH dialog box, a message ID can also be explained. 5HVHWWUDFH
Choose 'HDFWLYDWHVXSSRUWOHYHO.
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Call Center agents must first be maintained in the CRM System before they can be set up in a routing scenario. 3UHUHTXLVLWHV
The agent must be created as a user with the business partner role employee in the CRM System. User-specific settings must also be maintained for the agent for SAPphone. Choose: →$GPLQLVWUDWLRQ→7HOHSKRQ\→0DLQWDLQ$JHQW6HWWLQJV The 6$3SKRQH$GPLQLVWUDWLRQ screen appears. Then, choose 8VHUVHWWLQJV The 6$3SKRQH8VHU6SHFLILF6HWWLQJV screen appears. Enter the necessary data in the &DOO FHQWHUORJRQGDWD subscreen.
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1. Choose: &XVWRPHU,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ→5RXWLQJ*URXSV→0DLQWDLQ $JHQWV
The &KDQJH9LHZ³0DLQWHQDQFHRIDJHQWVIRUEXVLQHVVURXWLQJ´2YHUYLHZ screen appears. 2. Choose 1HZHQWULHV 3. In the $JHQW field, enter the user name of the agent you wish to use in a routing scenario. 4. Select the ,QWHUQDO$J field if the agent is an employee maintained in the HR System. 5HVXOW
The agent created can be used in the routing scenario.
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You use this report to define the relevant qualifications of the Call Center agents for business routing in CRM. The report consists of two steps. Only the first is executed in the CRM System. You can find information about the second step under Defining Qualifications [SAP Library]. 3UHUHTXLVLWHV
You have defined the RFC destination for the connecting HR System in Customizing. Menu path in the implementation guide: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ &HQWHU→%XVLQHVV5RXWLQJ→'HILQH5)&'HVWLQDWLRQ
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1. Choose: &XVWRPHU,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ→5RXWLQJ*URXSV→'HILQH+5 4XDOLILFDWLRQV
The 'HILQH+5TXDOLILFDWLRQVDV&50UHOHYDQWUHPRWH screen appears. 2. Set the 6WDUW+5WUDQVDFWLRQflag. 3. Choose ([HFXWH. 5HVXOW
You switch to the relevant HR System. Here, select the CRM-relevant HR qualification in your qualifications catalog.
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With this report, all the qualifications for CRM are fetched from the HR System. The qualifications are then saved as HR characteristics for business routing. 3UHUHTXLVLWHV
You have defined the HR qualifications [Page 165]. 3URFHGXUH
1. Choose: &XVWRPHU,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ→5RXWLQJ*URXSV→&UHDWH&50 $WWULEXWHVIURP+54XDOLILFDWLRQV
The 'HILQH+5TXDOLILFDWLRQDWWULEXWHJHQHUDWLRQIRUEXVLQHVVURXWLQJ screen appears. 2. Set the 6WDUWWKHUHSRUWflag. 3. Choose ([HFXWH. 5HVXOW
You will receive a list of HR attributes which can be used for business routing.
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When you create profile templates, various attributes are combined, on the basis of which profiles and routing groups [SAP Library] can be selected. 3URFHGXUH
1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ → 0DLQWDLQ3URILOHVDQG$WWULEXWHV 2. In the $WWULEXWHVscreen area, choose &UHDWH$WWULEXWH 3. Enter a name and a description for the attribute, for example, “hobby”. 4. Enter the necessary data in the attribute detail data. Under )RUPDWDQG9DOXDWLRQ enter &KDUDFWHU IRUPDW as a data type, for example, and enter a maximum number under 1XPHULFIRUPDW CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center 5. Enter the possible values for this attribute under $WWULEXWH9DOXHVIRU Enter values for the hobby in the $WWULEXWH9DOXHcolumn, and, if necessary, a description, for example, read or swim. 6. Save your data.
You can only enter a description for an attribute if the data type is &KDUDFWHUIRUPDW 5HVXOW
You have created an attribute. You can now assign this attribute to a profile template. You can then create profiles on the basis of attribute sets. You can find further information about this under Maintaining Attribute Sets [Page 167].
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The attribute set provides the basis for creating profiles. Attribute sets have “empty forms” with specific input possibilities. These help you to gain information for specific requirements. The actual profile is created when you enter the relevant data in this “form”. 3UHUHTXLVLWHV
You have created attributes. You can find further information about this under Maintaining Attributes [Page 166]. 3URFHGXUH
1. Go to the SAP menu and choose &XVWRPHU,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ→ 0DLQWDLQ 3URILOHVDQG$WWULEXWHV
2. Choose &UHDWHDWWULEXWHVHW 3. Enter a name and description for the attribute set. 4. Choose the attributes that you created previously that you want the attribute set to contain, for example, English, management skills. 5. Save your data. 6. To display the details on the attributes in the attribute set, double-click on the relevant attribute. The information on the attribute is displayed in the attribute detail data. 5HVXOW
You have created an attribute set, on the basis of which profiles are created. You can find further information about how to create profiles under Maintaining Profiles [Page 168].
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A profile is a list of attributes [Page 166] with the corresponding attribute values which describe a business partner’s “profile”. You enter these attributes in an attribute set [Page 167]. Business partners with similar attributes are assigned to the same profile.
You can only assign one attribute set to a profile. 3UHUHTXLVLWHV
You have created attribute sets. You can find further information about this under Maintaining Attribute Sets [Page 167]. 3URFHGXUH
1. Go to the SAP menu and choose &XVWRPHU,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ→ 0DLQWDLQ 3URILOHVDQG$WWULEXWHV
2. Search for the required attribute set in the locator, and select it in the hit list. The attribute set is displayed in the work area. This attribute set specifies the selection criteria (attributes) which the business partner enters when creating the profiles. 3. In the 3URILOHVscreen area, choose &UHDWHSURILOH 4. Enter a name and description for the profile. 5. In the 3URILOHVscreen area, enter the corresponding values for the attributes displayed by the system. You can find further information about an attribute by selecting the relevant attribute, and choosing $WWULEXWH'HWDLO
In order to enter several values for an available attribute, select the attribute in the list, and choose 'XSOLFDWHOLQH You can then enter further values for this attribute. 6. Save your data. If the data entered for this profile is identical to the data for an existing profile, you will receive a message that the profile cannot be created. However, in order to create this profile, change one or several of the attribute values. 5HVXOW
The profiles you have created can be used as selection criteria, which are used to create routing groups. You can find further information about this under Maintaining Routing Groups [Page 170].
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Processors and business partners must be grouped and assigned to profiles before you can carry out business routing in the CRM Online System. These groups are described as routing groups [SAP Library]. When the routing scenario [SAP Library] is processed, the groups are assigned to each other, according to specific criteria. 6HHDOVR
Processing the Routing Scenario [SAP Library]
3UHUHTXLVLWHV
•
You have maintained agents [Page 165] and business partners.
•
You have created profiles. See Maintaining Profiles and Attributes [SAP Library].
3URFHVV)ORZ
The creation of routing groups is a three-level process, which includes the following steps: •
Criteria used to select business partners and processors is defined
•
Business partners and processors belonging to the relevant routing group are selected
•
Profiles are assigned to business partners and processors
A routing group is a combination of specific selection criteria. It is also a combination of business partners and processors, who fulfill the relevant criteria in the routing group at a certain point in time. You can choose the selection criteria so that you can include some routing groups and exclude others.
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: All the business partners in the age group 20-30
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: Not the business partners belonging to routing groups A, B or C
1. Specify whether an processor [SAP Library] or a business partner group [SAP Library] is in the routing group. 2. Select the required profiles. 3. If applicable, exclude specific routing groups from the selection. 4. Assign business partners to the routing groups. You can assign business partners PDQXDOO\or by EDWFKMRE
Business partners – as long as they are assigned to a profile - added manually are deleted by a selection report once the batch job has been carried out. 5. Assign the required processors to your routing groups. You can either assign processors manually, by batch job, or automatically (via HR assignment). In the HR assignment, the relevant processors are fetched from the HR system by remote function call (RFC), and the selection (batch job) is executed.
Processors – as long as they are assigned to a profile - added manually are deleted by a selection report once the batch job has been carried out. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center 6. Assign the processors and business partners to profiles that were previously assigned to the routing group via the attribute set.
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You have created a routing group for which selection criteria have been defined and the profiles have been assigned.
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In the first step of processing routing groups, you specify the criteria according to which business partners and processors are selected. 3UHUHTXLVLWHV
•
You have created profiles. You can find further information about this under Maintaining Profiles [Page 168].
•
You are on the screen for maintaining routing groups. Go to the SAP menu and choose: &XVWRPHU ,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ→5RXWLQJ*URXSV→0DLQWDLQ5RXWLQJ*URXSV
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1. Specify whether an processor or a business partner group is in the routing group. Choose 3URFHVVLQJJURXSin the 5RXWLQJJURXSscreen area if you want the routing group to contain processors. Choose %XVLQHVVSDUWQHUJURXS if you want the routing group to contain business partners. 2. Enter a name and description for the routing group. 6HOHFWLQJSURILOHV
3. Choose an attribute set on the 6HOHFWLRQtab page. 4. Set your cursor to %DVHVHOHFWLRQ, and choose $GGSURILOH 5. Select one of the profiles offered. If you choose 3URILOHDWWULEXWHV or execute a profile by double-clicking on it,the attributes and attribute values are displayed for the selected profile in the right screen area. 6. Choose $GGWREDVHVHOHFWLRQor use drag-and-drop to move the required profile into the tree structure. The system adds the profile to the tree structure. In order to delete a single profile, set your cursor on the relevant profile and choose 'HOHWHin the context menu. ([FOXGLQJURXWLQJJURXSV
7. Choose $GG5RXWLQJ*URXS 8. Choose the routing group(s) that you wish to exclude, and use drag and drop to move them to ([FOXGHURXWLQJJURXSV
The system adds names and a description to the routing group(s). In order to delete a single routing group, set your cursor on the relevant routing group and choose 'HOHWHin the context menu.
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CRM Interaction Center
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In the second step of processing routing groups, you select the business partners and processors that you want to belong to the routing group.
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You have selected profiles [Page 170] and, if applicable, excluded routing groups. 3URFHGXUH
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Choose the %XVLQHVV SDUWQHUtab page.
Choose the 3URFHVVRUtab page.
Enter the people you want to assign to the routing group in the %XVLQHVV SDUWQHUfield.
Enter the people you want to assign to the routing group in the 3URFHVVRUfield.
Choose the %XVLQHVV SDUWQHUtab page.
Choose the 3URFHVVRUtab page.
Choose 6HOHFWLRQ
Choose 6HOHFWLRQ
Decide whether you want to start immediately, or in the job.
Decide whether you want to start immediately, or in the job.
If you run a job, enter the relevant data and then choose 6FKHGXOHMRE
If you run a job, enter the relevant data and then choose 6FKHGXOHMRE
Business partners – as long as a profile is assigned - added manually are deleted by a selection report once the batch job has been carried out. DXWRPDWLFDOO\+5
Processors – as long as a profile is assigned - added manually are deleted by a selection report once the batch job has been carried out.
Choose the 3URFHVVRUtab page.
Choose +5DVVLJQPHQW
Decide whether you want to start immediately, or in the job.
If you run a job, enter the relevant data and then choose 6FKHGXOHMRE
DVVLJQPHQW
The system automatically adds all agents marked as internal and for whom the HR assignment matches, to the list of CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center agents.
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In the third step of processing routing groups, you assign the selected processors and business partners to the corresponding profiles.
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You have assigned [Page 171] processors and business partners to a routing group.
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1. Choose a profile on the 3URFHVVRUor %XVLQHVVSDUWQHUtab page, behind the corresponding processor / business partner in the 3URILOHfield. The system offers the profiles that were previously assigned to the routing group via the attribute set. a. If required, you can assign different profiles to a business partner / processor. b. You can also leave the 3URILOHcolumn empty here, which means that you assign a business partner / processor to a routing group, but not to a profile. 2. Save your entries.
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You have created a routing group for which selection criteria have been defined and the profiles have been assigned. The system displays the current number of business partners and processors in a routing group. Selection criteria can be used to determine business partners / processors, and, if necessary, to start selection processes, which help the system to assign the relevant business partners / processors to the target group.
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The routing scenario needs to be maintained so that you can carry out the actual business routing process. 3UHUHTXLVLWHV
You have maintained routing groups [Page 168]. You have created a routing server [Page 161]. 3URFHGXUH *HQHUDOVWHSV
1. Choose: &XVWRPHU,QWHUDFWLRQ&HQWHU→%XVLQHVV5RXWLQJ→5RXWLQJ6FHQDULRV→0DLQWDLQ 5RXWLQJ6FHQDULRV
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CRM Interaction Center The %XVLQHVVURXWLQJ screen appears. 2. Enter a description for the routing scenario and a validity period in the 6FHQDULRsubscreen. 5RXWLQJVHUYHULQIRUPDWLRQ
Enter the following data on the 5RXWLQJ6HUYHUtab page: 1. Choose one or several available servers in the $VVLJQHGURXWLQJVHUYHUcolumn. 2. You can select attributes [SAP Library] provided by the routing server in the 5RXWLQJ$WWULEXWH column, as required. 3. You can choose a communication medium, for example, telephone or fax, in the &KDQQHOcolumn under 'HVWLQDWLRQ Only the mediums provided by the routing server are offered here. Enter the required routing address in the &KDQQHO$GGUHVVcolumn, that is, a telephone or fax number, or an email address. Enter a text in the 'HVFULSWLRQcolumn. 3URFHVVLQJJURXS
Enter the following data on the 5RXWLQJ$WWULEXWHVtab page: In order to display or enter something in the detail view, you must first choose the required processing group by double-clicking. 1. You choose the required group(s) for this scenario in the 3URFHVVLQJJURXScolumn. You can process the processing group by choosing 0DLQWDLQURXWLQJJURXS By doing so, you branch directly into the maintenance screen. 2. Select $VVLJQPHQW%3 and choose ,QVHUWURZ 3. Choose the required business partner group for the processing group selected above for this scenario in the %3JURXScolumn. 4. You can select further business partner groups by choosing ,QVHUWURZ 5. If you choose $VVLJQPHQW$WWU you can assign attributes to the selected processing group, if these are provided by the routing server. 6.
Choose 6HOHFWLRQ&RQGLWLRQto display the type of combination of the individual processing groups. Choose 0HPEHUOLVWto display the individual members of an processing group.
7. Save your entries. 5HVXOW
You have created a routing scenario.
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CRM Interaction Center
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In this section the settings are described that are specifically valid for the Telesales scenario in the Interaction Center.
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The main task of the Telesales agents is to create sales transactions. In the Interaction Center scenario, all the business transaction categories for the CRM Online System are available, for example, opportunities, service transactions, activities and contracts. 6HHDOVR
Concept of Transaction Processing [SAP Library] Customizing for Business Transactions [Page 196] You can find information about the various business transactions in the SAP Library under &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW→7UDQVDFWLRQV 3UHUHTXLVLWHV
•
You have maintained the Customizing settings for business transactions. Make the required settings in Customizing under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→7UDQVDFWLRQV→%DVLF 6HWWLQJV
•
In Customizing for the Interaction Center, you also define the profiles for transaction types for the transaction workspace in the Interaction Center. You can use a profile to define which transaction type should be used as a standard. To do so, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ&HQWHU→ →9LVLEOH&RPSRQHQWV→ $SSOLFDWLRQ$UHD→0DLQWDLQ3URILOHVIRU 7UDQVDFWLRQ:RUNVSDFHVLQ Customizing. &RPSRQHQW&RQILJXUDWLRQ
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The agent uses a workspace to process and display transactions (that is, a tab page). You have various options for calling up transactions you have already created: •
•
You can use the 3URFHVVHGWUDQVDFWLRQVpushbutton to call up transactions created and called up during the current session, and load them for display. The current transaction is displayed at the top of the list, and is separated from the other transactions by a dotted line. The transaction containing the current business activity data is marked with a tick in the display. The agent can use the and pushbuttons to switch back and forward in the history of processed transactions, and, by doing so, can access the documents that were last processed. /RFDWRU
: When you choose a transaction from the locator, the tab page for transaction display in the Interaction Center work area is automatically fetched into the foreground, and the transaction is displayed here. If you want to process the transaction, you must choose the corresponding pushbutton to change.
However, you can also select the required transaction in the locator, then press the right mouse button, and use the context menu [SAP Library] to choose whether the transaction should be displayed or changed. The relevant tab page is then fetched into the foreground. You save a transaction on the tab page for processing transactions.
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CRM Interaction Center 1DYLJDWLRQLQWKH7UDQVDFWLRQ
You can use the pushbuttons +HDGHUGDWD,WHPRYHUYLHZ,WHPRYHUYLHZand ,WHPGHWDLOyou can navigate between the individual areas for transaction processing, and close irrelevant areas. )XUWKHU)XQFWLRQVLQ7UDQVDFWLRQ3URFHVVLQJ
•
Copying Business Transactions [SAP Library]
•
Document Flow in Business Transactions [SAP Library]
•
Status Management in Business Transactions [SAP Library]
•
The agent can call up attachments for a transaction via
.
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The tab page with the interaction record [SAP Library] is opened in the application area for the Interaction Center as soon as an agent comes into contact with a business partner. All interactions with a business partner are listed and can be displayed in the interaction history [SAP Library] in the locator. 3UHUHTXLVLWHV
In Customizing for the Interaction Center, you can set whether the tab page should first be displayed with the interaction record. To do so, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU ,QWHUDFWLRQ&HQWHU→ &RPSRQHQW&RQILJXUDWLRQ→9LVLEOH&RPSRQHQWV→$SSOLFDWLRQ$UHD→ 0DLQWDLQ3URILOHVIRU7UDQVDFWLRQ:RUNVSDFHVin Customizing. In the 9LHZ,'field, you can choose whether the tab page for transaction processing or the tab page with the interaction record should be in the foreground when you call up the Interaction Center. )XQFWLRQDO6FRSH ,QWHUDFWLRQUHFRUG
•
Use all data specific to business activities [SAP Library]
•
Branch from interaction record to transaction processing
•
Create new business activities for business partners
•
Link to campaigns See also Proposed Quantities in Product Proposals [Page 177].
,QWHUDFWLRQ+LVWRU\
•
Display all interactions with a customer that are linked to an object
•
Navigation from interaction history into display of individual objects
•
Navigation in the structure of the interaction history
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The agent has identified and confirmed a business partner, and begins the interaction. 1. In the application area for the Interaction Center, the tab page with the interaction record is displayed in the foreground. The agent can enter an interaction record or start processing the transaction immediately. 2. To enter a sales order or another transaction, the agent can branch directly from the interaction record into transaction processing. From there, he can branch back to the interaction record. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center 3. If required, the agent can create new activities with the business partner via 3ODQQHGEXVLQHVV DFWLYLWLHV
4. If the agent chooses 3DUWQHUthe display of partner functions is opened in the locator. 5. The system displays all the objects that the agent has created during contact with the business partner in the form of a structure in the interaction history, and saves them. The agent can call up, display and process the individual objects from the interaction history. See also Processing Transactions in the Interaction Center [Page 174].
3URGXFW3URSRVDOV
The following provides you with information about the necessary customizing settings and other transactions you need in the CRM System in order to be able to work with product proposals in the Customer Interaction Center.
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With the help of the product proposals, you can recommend specific products to the customer, and possibly increase the sales volume. The aim of product proposals is also to automatically fill the order entry lines with products and / or services. In this way, order entry is considerably accelerated. In the locator, you can display product proposals which the telesales agent can use for order entry. You can use the filter function to choose which product proposals are displayed.
In Customizing for CRM, you can define whether these product proposals are determined immediately after entry, or not until later, under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ &XVWRPHU,QWHUDFWLRQ&HQWHU→$SSOLFDWLRQ6SHFLILF6HWWLQJV→3URGXFW3URSRVDO→ $VVLJQ3URGXFW3URSRVDO
On the tab page for transaction processing, the agent can display the transaction history for the business partner for all products that are displayed for product or business partner-dependent product proposals. Transaction history can include the purchase order quantities of the last three sales orders, and the agent can then select the requested products from this list, and copy them into the sales order. 3UHUHTXLVLWHV
In order to be able to use product proposals in Telesales, you must make the following settings: •
•
&UHDWHPHWKRGVFKHPD
The method schema defines the methods (function modules) which help you to create how product proposals are generated, and how the results of these methods must be combined with each other. To do so, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU ,QWHUDFWLRQ&HQWHU→$SSOLFDWLRQ6SHFLILF6HWWLQJV→3URGXFW3URSRVDO→&UHDWH0HWKRG6FKHPD in Customizing. $VVLJQSURGXFWSURSRVDO
Here, you assign a method schema to a sales organization and a business transaction type, that is, which product proposal should be generated for a specific combination. You can also define whether the product proposals are displayed immediately when they are generated, or not until they are needed. To do so, choose &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ&HQWHU→$SSOLFDWLRQ6SHFLILF6HWWLQJV→3URGXFW3URSRVDO →$VVLJQ3URGXFW3URSRVDOin Customizing.
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CRM Interaction Center •
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: Here, you can configure whether an existing product proposal is automatically transferred to the tab page with the proposed items in the sales order, when it is first created, and whether this tab page is active. To do so, choose &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ&HQWHU→$SSOLFDWLRQ6SHFLILF6HWWLQJV→3URGXFW3URSRVDO →&RQILJXUH'LVSOD\&KDUDFWHULVWLFVLQ$JHQW3URILOHin Customizing.
You can find further information about this under Product Proposals [SAP Library]. Make the corresponding settings for the partner/product range in the implementation guide under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DVWHU'DWD→3DUWQHU3URGXFW5DQJH 3URFHVV)ORZ
1. A customer is identified and confirmed. 2. The Telesales agent chooses the relevant tab page with the product proposals in the locator, and then chooses the display option 3URGXFWSURSRVDO 3. The system displays all existing product proposals with the origin type (cross, up and downselling, top n, accessories) and the description. You can display the details about the product proposal by choosing 'HWDLOV Next, there are two possibilities which depend on the Customizing settings: a. Existing product proposals are automatically transferred to the tab page with the proposed items in the application area (see Customizing settings). b. Existing product proposals are not automatically transferred: The product proposals are only displayed in the navigation area. If the agent wishes to use a product proposal while creating a sales order, then he selects it and chooses the arrow symbol. As a result, the product proposal appears on the tab page with the product proposals in the application area, and can then be moved to the ordered items, as described below. 4. The transaction history for the selected product proposal is displayed on the tab page for transaction processing, if applicable, with proposed quantity. If the agent wishes to use a product proposal while creating a sales order, he enters the quantity or copies the proposed quantity, selects the required subsequent process in the 3URFHVV,' field, which is triggered by the item (for example sales or service), and chooses the arrow symbol. As a result, the proposal appears on the tab page with the ordered items. The proposal is marked as “ordered” on the tab page with the product proposals. 5. The Telesales agent continues entering the order. 5HVXOW
The Telesales agent has created a sales order which contains product proposals. These are treated as normal order items.
3URSRVHG4XDQWLWLHVLQ3URGXFW3URSRVDOV 8VDJH
To accelerate order processing, the Telesales agent is not only able to work with product proposals, but can also display information on the last n transactions and proposed quantities. On the tab page for transaction processing, the agent can display the transaction history for the business partner for all products that are displayed for product or business partner-dependent product proposals (cross, up, down-selling, top n product list). Transaction history can include the purchase order quantities of the last three sales orders, for example, and the agent can then select the requested products from this list. The agent can then copy the products directly into the sales order. CRM Interaction Center: Business Scenario Configuration Guide
3.1 177
CRM Interaction Center ,QWHJUDWLRQ
Use the CRM Marketing component. You can find further information about this under Marketing [SAP Library] and Product Proposals [SAP Library]. 3UHUHTXLVLWHV
You have made the relevant settings in Customizing for Marketing. To do so, go to the IMG and choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DUNHWLQJ. You have created product proposals. You can find further information about this under Product Proposals [SAP Library]. Make the settings for the transaction history in Customizing under ,0*&XVWRPHU5HODWLRQVKLS 0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ&HQWHU→$SSOLFDWLRQ6SHFLILF6HWWLQJV→3URGXFW3URSRVDOV→ 7UDQVDFWLRQ+LVWRU\ Carry out the following here: •
Define the various display profiles and views to the transaction history
•
Define which transaction types should be considered
•
Assign all display attributes to the CIC profile [SAP Library].
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Depending on the agent’s requirements, he can define the view to the transaction history in Customizing, and choose them in the Interaction Center. For example, you can set the following: •
Consideration of specific transaction types (for example, only sales orders)
•
Consideration of a specific number of transactions
•
Was the product ordered in these transactions?
•
Time period for consideration of transactions
The proposed quantity can, for example, be based on the last order quantity or an average value from the last sales orders. If you enter a campaign ID when displaying the interaction record, the products contained in this are displayed as product proposals with the corresponding proposed quantities. You do not need to make any Customizing settings for this function. $FWLYLWLHV
The system displays a list of product proposals on the 5HVRXUFHVtab page in the locator. 1. Select a proposed product and copy it into the sales order. 2. The system displays the 3URGXFW3URSRVDOtab page. Which data is displayed depends on the 9LHZ you have set. You could, for example, see the last four transactions in which the selected product was ordered. A proposed quantity is displayed, if applicable. You set which views are displayed in Cusotmizing for the transaction history. 3. Before you copy the product to the order, enter the quantity or copy the proposed quantity and choose the required subsequent process in the 3URFHVV,'field, which is triggered by the item (for example, sales or service), and chooses the arrow symbol. 4. This line is no longer active on the tab page as soon as the product proposal has been copied into the sales order.
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CRM Interaction Center
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In order to be able to execute selective Marketing activities, you assign your business partners to individual target groups. You can then tailor your Marketing measures individually to meet the needs of the individual groups.
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1. Right-click on the top right screen area, and choose &UHDWH7DUJHW*URXSfrom the context menu. A symbol is displayed. 2. Right-click on the symbol, and choose 7DUJHW*URXS3URSHUWLHVfrom the context menu. 3. Enter the description and the planned size of the target group. 4. Choose the segment type 3URGXFWSURSRVDO 5. Choose &RQWLQXH. 6. Choose 6DYH 7. Right-click on the symbol, and choose 2SHQ7DUJHW*URXSfrom the context menu. 8. Choose $GGin the bottom screen area. You can now use the search help to copy the required business partners into the target group. 9. Choose 6DYH
&UHDWHWDUJHWJURXSZLWKDWWULEXWHV
1. Choose the required attributes for the target group, and use Drag & Drop to move them to the right screen area. A symbol is displayed. The attributes you have chosen are under the symbol. 2. Select the symbol and choose &UHDWH7DUJHW*URXSin the context menu. The system creates a target group. The number of business partners in the target group is displayed next to the symbol if you choose ([WUDV!6HWWLQJVfrom the menu bar, and select the &RXQW³+LWV´$XWRPDWLFDOO\ flag. 2. Right-click on the symbol, and choose 7DUJHW*URXS3URSHUWLHVfrom the context menu. 3. Choose the segment type 3URGXFWSURSRVDO 4. Choose &RQWLQXH. 5. Choose 6DYH
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CRM Interaction Center
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Product association rules [SAP Library] are used to determine what product or products may be recommended in addition to (cross-selling) or instead of (up-selling/down-selling) a given product, and under what conditions. These conditions can include the relationship between the products in terms of price or profit margin for example. You can create association rules that are to apply for particular target groups [SAP Library], or marketing profiles [SAP Library], or you can create "global" rules where no such restriction applies. There are two types of association rule: &URVVVHOOLQJ
These association rules are specified in terms of OHDGLQJ product(s) and GHSHQGHQW product(s).
Products A + B + C → Products D + E This rule states that if the (leading) products A + B + C are selected, (dependent) products D + E are proposed. D + E will only be proposed if DOOWKUHH leading products are selected.
If you want to propose the same dependent product(s) for several different leading products, you need to create a separate rule for HDFK leading product. If you simply enter all the leading products together in one rule, then only if DOO these products are selected will product proposals be triggered.
In CRM Internet Sales, only cross-selling rules with RQHleading product can be used. 8SVHOOLQJ'RZQVHOOLQJ
These association rules are specified in terms of the relationships EHWZHHQ products. The ranking value for the products determines whether they are proposed as up-selling or as down-selling products. 3UHUHTXLVLWHV
•
To create an association rule for a specific target group or marketing profile, you must have created such a group or profile in the Segment Builder [SAP Library]. This target group or profile must have the segment category [SAP Library] "product proposal". In the case of target groups, such a group may also be imported from an external system. To do so, from the CRM menu, choose 0DUNHWLQJ→%XVLQHVV3DUWQHU6HJPHQWDWLRQ→0DUNHWLQJ6HJPHQWV→6HJPHQW%XLOGHU.
•
You have defined a method schema [SAP Library], that is the procedure by which the results of the different product proposals are to be determined. To do so, in the IMG, choose &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW→0DUNHWLQJ→3URGXFW3URSRVDOV→&UHDWH0HWKRG6FKHPD
3URFHGXUH
To create an association rule for FURVVVHOOLQJ: 1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DUNHWLQJ→3URGXFW3URSRVDOV→0DLQWDLQ &URVV8S'RZQ6HOOLQJ5XOHV
2. Choose
&URVV6HOOLQJ5XOH
.
3. Specify whether the rule is to be global, specific to a target group, or specific to a profile. Enter the target group or profile as necessary. 4. Under /HDGLQJSURGXFWV,enter the product(s) for which the rule is to apply. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center 5. Under 'HSHQGHQWSURGXFWV,enter the products that are to be proposed. 6. If necessary, enter the sequence in which the dependent products are to appear in the application (cross-selling products may not necessarily be sorted by value). 7. Activate the rule as required. For more information, see Working With Product Association Rules [SAP Library] 8. Saveyour data. To create an association rule for XSVHOOLQJor GRZQVHOOLQJ: 1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DUNHWLQJ → 3URGXFW3URSRVDOV→&URVV6HOOLQJ →0DLQWDLQ3URGXFW$VVRFLDWLRQ5XOHV 8S'RZQ6HOOLQJ5XOH
2. Choose
.
3. Specify whether the rule is to be global, specific to a target group, or to a profile. Enter the target group or profile as necessary. 4. Under 'HSHQGHQWSURGXFWVenter the products for which the association rule is to apply. 5. Enter a UDQNLQJYDOXHfor the dependent products within the rule.
You can have the ranking value of products determined automatically. To do so, in the IMG, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DUNHWLQJ→3URGXFW3URSRVDOV→ 'HILQH3URFHGXUHIRU&UHDWLQJD5DQNLQJ9DOXH
If you add a product to an existing rule and have the ranking value for this product determined automatically, the ranking value for DOORWKHUSURGXFWV in the rule is recalculated: DQ\PDQXDOO\HQWHUHGYDOXHVZLOOEHRYHUZULWWHQ. The same applies if you delete a ranking value for any of the products. As soon as you choose (QWHUthe ranking values for all the products will be recalculated. 6. Activate the rule as required. For more information, see Working With Product Association Rules [SAP Library]. 7. Saveyour data.
&UHDWLQJD7RSQ3URGXFW/LVW 3UHUHTXLVLWHV
To create top Q lists containing products determined from the BW, you need to have created a BW parameter ID. To do so, in Customizing choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→0DUNHWLQJ→ 3URGXFW3URSRVDOV→'HILQH%:3DUDPHWHU,' 3URFHGXUH
1. Choose 0DUNHWLQJ→3URGXFW3URSRVDOV→7RSQ3URGXFWV→0DLQWDLQ7RSQ3URGXFWV The system displays the 'LVSOD\7RSQ/LVWscreen. 2. Choose 7RSQ/LVW Enter the key and description for the list. 3. Under *HQHUDO'DWD, enter the following data: i.
6WDWXV
: Only lists with status $FWLYHcan be used in the application (SAP Internet Sales for example).
ii.
6RUWLQJ6HTXHQFH
: You can specify the sorting sequence for business partners and
products. iii. You can also set the exclusionflag, that is, specify that none of the products belonging to this WRSQ product list are to be proposed for the scenario in which the top Q list is used. CRM Interaction Center: Business Scenario Configuration Guide
3.1 181
CRM Interaction Center 4. In the field ,''HVFULSWLRQ, enter an ID and description for the top Q item. When you save your data, the ID and description you enter here will automatically be entered into the field ,WHP 6HOHFWLRQ. 5. If required, enter the Web shop in which the item is to be used. a. You also have the option of setting the exclusionflag here, that is, excluding the products defined for this particular item. 6. In the item detail area, enter the following data: D
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i.
E
In the Locator, use the search function to search for the relevant marketing segments (profiles, target groups, or profile sets) to be assigned to the item. From the hit list in the locator, choose to copy the relevant segments to the top Q item. Alternatively, assign a marketing segment using the input help for the business partner field.
3URGXFW $VVLJQLQJSURGXFWVPDQXDOO\
i.
: In the field 5XOH7\SH,select 3URGXFW. In the locator, use the search function to search for the products that you want PDQXDOO\ to assign to the item. From the hit list in the locator, to copy the relevant product(s) into the top Q item. Alternatively, use the input choose help to search for and select a product.
ii.
$VVLJQLQJSURGXFWVGHWHUPLQHGIURPWKH%:
:
3DUDPHWHUVand enter the name of the BW In the field 5XOH7\SHselect 5XOH Choose parameter ID to be used. Choose ([HFXWHto run the selection process from BW.
Any products selected from the BW in a previous selection run will be UHPRYHGfrom the list before the new products are added. Note however that manually assigned products are not affected. c.
7LPH6WDPS
Enter the period for which the top Q list is to be valid. You also have the option of setting an exclusionflag, and, by doing so, of excluding specific time periods from the PPR. 7. Choose
to save your data.
8. To create further top Q items belonging to the top Q list, choose steps above starting from point 4 above.
7RSQ,WHP
and repeat the
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With the product information component, the Telesales agent has the option of immediately providing the customer with the required information about the product, without having to change to another screen. The product information is displayed when you select the required product, and contains product-related data such as purchasing data, sales data or graphics. If necessary, the agent can copy the product directly from the product information into the order items. 3UHUHTXLVLWHV
The product master data [SAP Library] is maintained.
You do not need to create a proposal workspace for the product information in Customizing. If, however, you do make these settings, the relevant tab page is automatically displayed when you call up the Customer Interaction Center. CRM Interaction Center: Business Scenario Configuration Guide
3.1 182
CRM Interaction Center Menu path in Customizing: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&XVWRPHU,QWHUDFWLRQ &HQWHU→&RPSRQHQW&RQILJXUDWLRQ→9LVLEOH&RPSRQHQWV→0DLQWDLQ3URILOHIRU $XWRPDWLFDOO\&UHDWHG:RUNVSDFHV
3URFHVV)ORZ
You can display the product information in several ways: •
In the locator, you can select a product proposal and then display the required product information.
•
You can carry out a product fast search on the 3URGXFWLQIRUPDWLRQtab page.
•
You can select a product in a transaction item, and display the product details using the context menu.
The following data and functions are available to you on the tab page with the product information: •
Fast search for products
•
Display of product master data, for example, purchasing data, sales data, texts
•
Display of graphics, photos and so on, which are stored in Content Management
•
Sending documents by e-mail
•
Choose &RS\WRVDOHVRUGHUto copy products to order items.
First, select the required item and choose the required subsequent process in the 3URFHVV ,'field, which is triggered by the item, for example, sales or service.
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In this activity, you make the settings for partner processing. For this, work through the following steps: 1. Define partner functions. 2. Define access sequences. 3. Define partner determination procedures, in which you store an access sequence. 4. You assign the partner determination procedure to the required transaction and item types.
SAP delivers 19 standard access sequences that can be assigned to the partner determination procedure. $FFHVV
'HVFULSWLRQ
VHTXHQFH
0001
Preceding document: Activity partner → Preceding document: Sold-to party
0002
Preceding document → Business partner relationships: Activity partner
0003
Business partner relationships: Activity partner → User
CRM Interaction Center: Business Scenario Configuration Guide
3.1 183
CRM Interaction Center
0004
User
0005
Preceding document → Business partner relationships: Sold-to party → Current partner: Sold-to party
0006
Preceding document: Activity partner → Preceding document: Sold-to party → Business partner relationships: Activity partner → Business partner relationships: Sold-to party → Organizational data → User
0007
Preceding document → Business partner relationships: Sold-to party → Current partner: Sold-to party
0008
Preceding document → User
0009
Organizational data: Employee of an organizational unit
0010
Organizational data: Organizational unit of user
0011
Organizational data: Service group of product and rule
0012
Service group from item rule
0013
from business partner of the purchasing organization
0014
Business place form responsible Sales/ Service organizational unit
0015
Preceding document → Current partner: Sold-to party
0016
Activity reason in document → Determination of responsible agent
0017
Current partner: Sold-to party
1000
Preceding document
1001
Business partner relationships: Sold-to party
3DUWQHU3URFHVVLQJLQWKH,QWHUDFWLRQ&HQWHU 3XUSRVH
The Interaction Center is an application for call center activities for sales and service organizations. Agents receive inbound calls and initiate outbound calls directly from call lists. During a contact with a customer, they create business transactions, such as sales orders, service orders, complaints, or activities. Standard settings control partner processing for these transactions.
If you change standard settings, be sure partners are determined based on the partner functions specified on the %XVLQHVV3DUWQHU6HDUFK tab page in the transaction workspace.
3URFHVV)ORZ
For example, in a new partner determination procedure, you include a sold-to party. In the transaction to which this procedure is assigned, the DFWLYLW\SDUWQHU and FRQWDFWSHUVRQ are specified in the %XVLQHVV3DUWQHU6HDUFK. In order for the system to determine the sold-to party you must: •
Include an activity partner or a contact person in the partner determination procedure
•
Specify that the sold-to party is determined from the master data for the activity partner or contact person (access sequence %XVLQHVV3DUWQHU5HODWLRQVKLSV$FWLYLW\3DUWQHU or %XVLQHVV3DUWQHU 5HODWLRQVKLSV&RQWDFW3HUVRQ) RU
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center •
The activity partner or the contact person is automatically entered as the sold-to party (access sequence &XUUHQW3DUWQHU$FWLYLW\3DUWQHU or &XUUHQW3DUWQHU&RQWDFW3HUVRQ).
To add or change partners in a transaction, choose the tab page for transaction processing and then the 3DUWQHU tab page. To see the partners who have business partner relationships with the main partner, choose the button 6ZLWFKWR,QWHUDFWLRQ5HFRUG on the 6DOHV2UGHU tab page. Then choose the 3DUWQHU button. The system displays the list of partners in the locator. There are two 3DUWQHU fields in the upper left area of the locator. Each field has a 0DLQ button next to it. With these buttons, you control which partner’s data is displayed in the locator. For example, if you select the button for the upper partner, this partner’s data is displayed. This button has no effect on partner processing.
6HWXS&XVWRPL]LQJIRU$YDLODELOLW\&KHFN ,Q&502QOLQH
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In the Implementation Guide (IMG) for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW choose %DVLF )XQFWLRQV→$YDLODELOLW\&KHFN→'HILQH$733URILOH.
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'HVFULSWLRQ
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(numeric key can be freely defined)
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a. In the IMG for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW choose %DVLF)XQFWLRQV→ $YDLODELOLW\ &KHFN→$VVLJQ$733URILOHWR,WHP&DWHJRU\. b. Select the required item category and choose
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Go back.
d. To assign the item category to an application area, select the required item category and double-click on $VVLJQPHQWRI%XVLQHVV7UDQVDFWLRQ&DWHJRULHV in the dialog structure on the left of the screen.
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Sales
e. Select the required business transaction category and double-click on &XVWRPL]LQJLWHP in the dialog structure on the left of the screen. &XVWRPL]LQJLWHPFDWHJRU\7$1
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;
Statist. value
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The SAP APO System returns information on the location [SAP Library] (delivering plant) for each confirmation schedule line. The location is stored as a business partner in CRM Online (see Set up Location (Plant) [Page 39]). In the IMG for &XVWRPHU5HODWLRQVKLS0DQDJHPHQWchoose %DVLF)XQFWLRQV→$YDLODELOLW\ &KHFN→$VVLJQ/RFDWLRQLQ&502QOLQHWR/RFDWLRQLQ6$3$32.
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In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3$32 choose *OREDO$YDLODEOHWR 3URPLVH*OREDO$73&KHFN → *HQHUDO6HWWLQJV→ 0DLQWDLQ*OREDO6HWWLQJVIRU$YDLODELOLW\ &KHFN. *OREDOVHWWLQJVIRUWKHDYDLODELOLW\FKHFN 7HPSRUDU\TW\DVVJPQW
,PSRUW&XVWRPL]LQJ
Set this indicator
not allowed
For initial data transfer, ,PSRUW&XVWRPL]LQJcan be set to DOORZHG, so that the customizing settings can be transferred from SAP R/3 to SAP APO. In this case, for the following steps marked with , you just need to check whether the settings are correct,
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Check whether the settings are correct. In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3$32 choose *OREDO$YDLODEOHWR 3URPLVH*OREDO$73&KHFN → *HQHUDO6HWWLQJV→ 0DLQWDLQ&DWHJRU\. CRM Interaction Center: Business Scenario Configuration Guide
3.1 186
CRM Interaction Center 6$3&DWHJRULHV
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Check whether the settings are correct. In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3$32 choose *OREDO$YDLODEOHWR 3URPLVH*OREDO$73&KHFN → *HQHUDO6HWWLQJV→ 0DLQWDLQ&KHFN0RGH
The check mode is equivalent to the requirements class in SAP R/3. Check modes are not provided in customizing in the standard SAP APO System. The following is just an example.
Check mode
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In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3$32 choose *OREDO$YDLODEOHWR 3URPLVH*OREDO$73&KHFN → *HQHUDO6HWWLQJV→ 0DLQWDLQ&KHFN,QVWUXFWLRQV
In the table below, all the columns are listed for the sake of completion. However, please note that none of the check boxes have been marked for selection.
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
Check mode
6DOHIURPVWRFN
Business event
$6'RUGHU
Product check
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Reqmts prfl
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3.1 188
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ATP group
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Test the availability check using just the SAP R/3 and SAP APO Systems (that is, without CRM Online). 'HILQH&RQGLWLRQ7DEOH
Steps 10 to 15 are necessary so that the SAP APO System can determine a location for the sales order item in CRM Online. Availability check is carried out in the SAP APO System based on this location. For more information, see Location Determination in the Sales Order [SAP Library]. D
0DLQWDLQILHOGFDWDORJ
In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3$32 choose −
In SAP APO 3.0A →5XOHV%DVHG$YDLODELOLW\&KHFN→ and then 0DLQWDLQ)LHOG&DWDORJ.
*OREDO$YDLODEOHWR3URPLVH*OREDO$73&KHFN 'HILQH&RQGLWLRQ7DEOH
−
In SAP APO 2.0A: →5XOHV%DVHG$YDLODELOLW\&KHFN→
*OREDO$YDLODEOHWR3URPLVH*OREDO$73&KHFN &RQGLWLRQ7HFKQRORJ\
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*OREDO$YDLODEOHWR3URPLVH*OREDO$73&KHFN 'HILQH&RQGLWLRQ7DEOH
−
In SAP APO 2.0A: → 5XOHV%DVHG$YDLODELOLW\&KHFN → → 0DLQWDLQ&RQGLWLRQ7DEOH
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*OREDO$YDLODEOHWR3URPLVH*OREDO$73&KHFN 0DLQWDLQ$FFHVV6HTXHQFHV
−
In SAP APO 2.0A: → 5XOHV%DVHG$YDLODELOLW\&KHFN → → 0DLQWDLQ$FFHVV6HTXHQFHV
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Fields (for Access CRM1 10, Table 901) Entries (for condition fields VTWEG and VKORG) are automatically generated. CRM Interaction Center: Business Scenario Configuration Guide
3.1 190
CRM Interaction Center
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In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3$32 choose −
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−
In SAP APO 2.0A: → 5XOHV%DVHG$YDLODELOLW\&KHFN→ → 0DLQWDLQ&RQGLWLRQ7\SH.
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−
In SAP APO 2.0A: *OREDO$YDLODEOHWR3URPLVH*OREDO$73&KHFN &RQGLWLRQ7HFKQRORJ\
→ 0DLQWDLQ5XOH6WUDWHJ\.
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In SAP APO 3.0A: In the 6$3(DV\$FFHVV menu choose 0DVWHU'DWD→5XOH0DLQWHQDQFH→,QWHJUDWHG 5XOH0DLQWHQDQFH
−
In SAP APO 2.0A: In the IMG for SAP APO choose *OREDO$YDLODEOHWR3URPLVH*OREDO$73&KHFN → 5XOHV%DVHG$YDLODELOLW\&KHFN→ 5XOHV → 0DLQWDLQ,QWHJUDWHG5XOHV
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In the 2YHUYLHZ(on the left hand side of the screen), choose CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center
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Product
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(Not for SAP APO 2.0A) Select the following radio button: &RPELQDWLRQRIWKHVXEVWLWXWLRQOLVWV
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In SAP APO 3.0A:
CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center In the SAP Easy Access menu choose 0DVWHU'DWD→5XOH0DLQWHQDQFH→&UHDWH5XOH 'HWHUPLQDWLRQ. −
In SAP APO 2.0A: In the IMG forSAP APOchoose*OREDO$YDLODEOHWR3URPLVH*OREDO$73&KHFN → 5XOHV%DVHG$YDLODELOLW\&KHFN → 5XOHV → 0DLQWDLQ5XOH'HWHUPLQDWLRQ.
a. Enter &50 in the &RQGLWLRQ7\SH field. ((QWHU .
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Test the availability check in CRM Online.
'HWHUPLQLQJ3ULFLQJ3URFHGXUHV 3URFHGXUH
In the Implementation Guide (IMG), select the following path to maintain pricing determination procedures:
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You can display and change dates in transaction documents. In transaction documents you can edit datesand durations according to transaction types on a special tab page, or, you can use other tab pages most suitable for such dates (for example, the 6FKHGXOH /LQHVtab page). You can edit dates and durations at header or item level. The following overview gives examples: ([DPSOHVIRU'LVSOD\LQJ'DWHV 7UDQVDFWLRQ7\SH,WHP
7DE3DJH
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General
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CRM Interaction Center: Business Scenario Configuration Guide
3.1 193
CRM Interaction Center
Lease (Header)
Dates
Term of Lease
Quantity Contract (Position)
Cancellation
Cancellation Date
3UHUHTXLVLWHV
In order to be able to use dates in the document, you must have assigned a date profile to the appropriate transaction or item type in Customizing. You define the date profile in the implementation guide (IMG) of &XVWRPHU5HODWLRQVKLS0DQDJHPHQW under %DVLF)XQFWLRQV→ 'DWH0DQDJHPHQW→'DWH3URILOH.Pay particular attention to the following settings: •
You have grouped together all dates, durations and date rules as well as Reference Objects [SAP Library] that are valid in this transaction type (or in this item category).
•
In the views 6FUHHQ$UHDV'DWHV and 6FUHHQ$UHDV'XUDWLRQV all date types and duration periods have been assigned to the tab pages on which they should appear.
•
If you want to change dates and durations in a document, do QRW mark the 'LVSOD\2QO\ field in the views 6FUHHQ$UHDV'DWHV and 6FUHHQ$UHDV'XUDWLRQV.
•
The display format of dates is preset. You can choose whether you want to see a date for example, with or without a time in a document. Keep in mind, however, that all dates have a time stamp in the background (date, time in seconds and time zone).
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When processing business transactions you can: •
Display dates The system displays all date types and durations that are assigned to the tab page in a table. If dates or durations have already been entered or calculated, the times are shown according to the display format set in Customizing. If a date rule is assigned to a date type, this too is displayed in the table.
•
Enter dates You can enter dates and durations in empty fields or make changes by overwriting.
•
Change dates and durations You can change dates and durations by overwriting. If a date was calculated using a date rule, and you change the date in the document manually, the corresponding date rule is automatically faded out. If a date or duration has been marked as a display field in Customizing, you cannot change it in the document.
•
Re-calculate dates If you have changed a date or duration, the system re-calculates all dependent dates. In doing so the system uses the calculation sequence assigned to the date type in Customizing. In Customizing you can turn off the function responsible for re-calculating date types (for example, the date type 9DOLGIURP should not display the current date). In this case, the time for this date type is only calculated once and remains the same even if other dates are changed. You can select a new date rule for a date if this is permitted in the date profile. Permitted rules are displayed in the input help.
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There are two date profiles [SAP Library] available for Inbound and Outbound Telesales in Customizing in the standard delivery: •
CIC_F2F Contact Profile CIC
•
CIC_PLN Contact Profile CIC (Plan)
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1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF)XQFWLRQV→'DWH'HILQLWLRQ→$VVLJQ 'DWH3URILOHWR7UDQVDFWLRQ7\SH in the Implementation Guide (IMG). 2. Select the transaction type that you would like to use in the Interaction Center for Telesales. 3. Assign the required date profile to the transaction type in the detail view.
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You can set up actions in Customizing according to the demands of your company’s processes. 3UHUHTXLVLWHV
In order to define date-dependent actions, you have to have defined date profiles under %DVLF )XQFWLRQV→'DWH3URILOH→ 'HILQH'DWH3URILOH in Customizing. There is further information under Date Management (CRM-BF-DAT) [SAP Library]. You know which business object type the transaction type or item category has for which you want to define actions. You find the business object type in Customizing of transaction types. )HDWXUHV
You control actions by means of •
General DWWULEXWHV For each action you can define
•
when processing should take place (processing time [SAP Library])
•
whether scheduling should be automatic as soon as the schedule condition has been fulfilled
•
whether changes can be made in the document to condition and processing parameters
•
whether it can be started from the action list [SAP Library] in the document
•
whether it is displayed in the document application tool bar
•
whether it depends on certain parameters, that is, can only be executed for certain business partners
•
Processing Types There are several processing types available in CRM:
•
Methods (Business Add-Ins)
•
Workflow
•
Smart Forms
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You can define one or more schedule and start conditions in the action definitions within a profile. Use the Workflow Conditions Editor [SAP Library] for this. •
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action profiles to transaction types or item categories
You always define actions in an action profile and assign the action profile to a transaction type or to an item category. As a result, these actions are always available in a document of this transaction type or in an item of this category. $FWLYLWLHV
Select %DVLF)XQFWLRQV→ $FWLRQVinCustomizing for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW You make the settings for the actions in the subordinate IMG activities. There is also further documentation there. There is a :L]DUG in Customizing to help you create action profiles and actions.
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You can send an order confirmation to your customers by e-mail. This is particularly appropriate when processing orders via the Internet. 3UHUHTXLVLWHV
An E-mail address must be defined for the customer in the business partner master. You have selected “Simple Determination of Order Confirmation” in the 'HWHUPLQDWLRQ7HFKQLTXHfield for the required action definition (for example, order confirmation) in Customizing for CRM under %DVLF )XQFWLRQV→0HVVDJH'HWHUPLQDWLRQ→'HILQH$FWLRQ3URILOH You can find further information in the implementation guide (IMG) for Customer Relationship Managementunder%DVLF)XQFWLRQV→ 0HVVDJH'HWHUPLQDWLRQ→'HILQH$FWLRQ3URILOH The order is complete and error-free. )XQFWLRQDO6FRSH
The sales order confirmation is sent directly to the customer after completion of the purchase order transaction. The customer receives a corresponding e-mail in his mail inbox. The sales order confirmation is contained in this mail in the form of a PDF file. SAP delivers a standard form in Smart Forms for sales order confirmation.
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CRM Interaction Center
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Customizing for business transactions consists of several activities that can be found in the IMG. Menu path: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→7UDQVDFWLRQV→%DVLF6HWWLQJV A transaction type [SAP Library] specifies the characteristics and attributes of a business transaction and the control attributes (for example, partner determination procedure, text determination procedure, status profile, organizational data profile). A transaction type controls the processing of a specific business transaction, for example a standard order. An item category [SAP Library] specifies the characteristics and attributes of a transaction item, and controls the processing of an item.
In order that the transactions are transferred correctly from the CRM System into the R/3 System, the settings for document processing must match for the business control in both systems. For sales transactions, this means, a sales document type of the same name must exist in the R/3 System for the transaction type in the CRM System. The same applies for item categories, item category groups and item category determination. SAP delivers standard settings for this. In order that the same sales order number or transaction number is used in the OLTP R/3 system and CRM online for a transaction, you need to set internal number assignment in the CRM transaction and external number assignment in the R/3 System. Both should use the same number range. You can find further information under Data Exchange for Sales Transactions: CRM Online – R/3 [Page 117].
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The following graphic shows the process when defining a transaction type:
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A transaction type can be assigned to one or several business transaction categories [SAP Library]. Only certain combinations of business transaction categories are possible. Depending on the leading business transaction category [SAP Library], choose the further business transaction categories. CRM Interaction Center: Business Scenario Configuration Guide
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CRM Interaction Center You need to maintain various Customizing settings at header level, depending on the business transaction category. For example, you need to specify settings such as goal of activity or subject profile for the business transaction category DFWLYLW\, the document pricing procedure or payment plan type for the business transaction category VDOHV, the subject profile for the business transaction category VHUYLFH. Further information is available in the IMG documentation under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW →7UDQVDFWLRQV→%DVLF6HWWLQJV→'HILQH7UDQVDFWLRQ7\SHV.
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An item category specifies the characteristics and attributes of a transaction item, and controls the processing of an item. First, you assign the item category to an item object type [SAP Library]. The item object type specifies the business context in which an item category is used. One or several business transaction categories can be assigned to an item category. Only certain combinations of business transaction categories are possible. You need to maintain Customizing settings for each of the business transaction categories you have assigned, for item level in the transaction. Here, for example, you can set whether the item is relevant for billing, or whether pricing is active or inactive. Further information is available in the IMG documentation under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW →7UDQVDFWLRQV→%DVLF6HWWLQJV→'HILQH,WHP&DWHJRULHV.
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CRM Interaction Center Compare the transaction types in CRM with the document types in R/3 manually. If an exchange is to take place between the R/3 System and CRM Online, there must be a transaction type in CRM Online with the same name as a sales document type in the R/3 System.
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Compare the item categories in CRM with those in R/3 manually, as there is no Customizing download for this object. The reason for this is the different control logic behind the item categories that prevents an automatic transfer.
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Compare the item category usage in CRM with that in R/3 manually, as no customizing download is intended for this. The reason for this is that the control logic behind the item categories is different, which prevents an automatic copy.
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Customer Relationship Management → Transactions → Basic Settings →Define Number Ranges → Number Ranges for Sales Transactions
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If you wish to process sales transactions in the CRM Online System, you can make specific settings for sales transactions in addition to the basic settings for transactions [Page 196].
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In order that you can fully use CRM Billing, it is necessary that you process all activities that are in the Implementation Guide under the %LOOLQJ node.
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3. In order that you can use Billing in CRM, make the settings for triggering billing. For this, select &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→7UDQVDFWLRQV→%DVLF6HWWLQJV→'HILQH,WHP&DWHJRULHV in the IMG. For more information, see Triggering Billing [Page 203].
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As a subprocess of billing, &50%LOOLQJ transfers billing due list items to billing document items and assigns these to the billing document headers. Therefore, billing documents (for example invoices, credit and debit memos) are created from items which come from a wide range of CRM Business Transactions. During billing, the system combines as many billing due list items as possible together in one billing document. Such a combination is not possible if one or more 6SOLWWLQJ&ULWHULD prevent this. The system cannot combine, for example, two billing due list items with the same sold-to party but different payers in a joint invoice, as every billing document is created for exactly one %XVLQHVV3DUWQHU “Payer”. The “Payer” is for this reason predefined in the system as a fixed splitting criterion. 3UHUHTXLVLWHV
It is possible to create transaction or delivery-related billing documents. You can set controls for this in Customizing for &50%LOOLQJ using the field %LOOLQJ5HOHYDQFH in the ,WHP&DWHJRU\ For these settings choose6$3,PSOHPHQWDWLRQ*XLGHÅ&XVWRPHU5HODWLRQVKLS0DQDJHPHQWÅ7UDQVDFWLRQVÅ%DVLF 6HWWLQJVÅ'HILQH,WHP&DWHJRULHV
For further information on billing relevance in CRM Business Transactions, see the documentation for Triggering Billing [Page 203]. The system predefines the splitting criteria using the fields of the billing document header. Therefore, the system can only combine a number of billing due list items in a joint billing document when they have the same field contents for the following fields: •
Billing Type
•
Billing date
•
Business Partner “Payer”
•
Billing unit
•
Terms of payment
•
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In addition, you can influence splitting criteria using the copying requirement /BEA/BDCPREQ. For this, choose 6$3,PSOHPHQWDWLRQ*XLGHÅ&XVWRPHU5HODWLRQVKLS0DQDJHPHQWÅ%LOOLQJÅ'HILQH &RS\LQJ5HTXLUHPHQWV. 3URFHVV)ORZ
The following methods are possible for generating billing documents: •
Creating individual billing documents For further information, see also Executing Individual Billing [SAP Library].
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Creating collective billing documents (online or in the background) For further information, see also Collective Billing [SAP Library].
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As soon as you have triggered individual or collective billing, the system executes the following steps up to creating billing documents: 1. Grouping of billing due list items according to payer and suggested billing document type for each processing package (for collective billing this takes place in the background) 2. Transferring billing due list items into billing document items and completing relevant master data (item partner, item text and item price) by calling up the relevant services 3. Combining all relevant billing document items for a billing document while taking splitting criteria into consideration 4. Assembling the billing document including header, item and service data and completion of relevant master data (header partner, item text and item price) by calling up the relevant services 5. Updating the billing document in the database (for collective billing in the background) and triggering output processing (by calling up action processing among other methods) 5HVXOW
The system has created one or more billing document items from one or more billing due list items while taking the set splitting criteria into consideration. If you were expecting a combination of relevant items in one billing document instead of the creation of two documents, you can find more information by displaying the reasons for the invoice split. To do this, select both relevant billing documents in the billing document list under 3URFHVVLQJ%LOOLQJ 'RFXPHQWVand choose 'LVSOD\6SOLW$QDO\VLV
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The trigger for billing is specified in Customizing for the item category for CRM Business Transactions by the ELOOLQJUHOHYDQFHfield. Go to 6$3,PSOHPHQWDWLRQ*XLGH→&XVWRPHU5HODWLRQVKLS0DQDJHPHQW→7UDQVDFWLRQV→%DVLF 6HWWLQJV→'HILQH,WHP&DWHJRULHV You have the following options for triggering billing: •
Not relevant for billing: The transaction is not relevant for billing (for example, an item in a free-ofcharge delivery or a quotation).
•
External billing: billing is controlled in the R/3 back-end system or another external system.
•
Transaction-related billing document in CRM Billing.
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relevant for transaction-related billing. For a transaction in the CRM System, CRM Billing is called up for billing the order quantity (for example credit and debit memos from complaints processing).
as a rule, relevant for transaction-related billing after the contract release. For a transaction in the CRM System, CRM Billing is called up for billing the order quantity, if the transaction (usually a contract) is released.
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relevant for transaction-related billing after confirmation. For a transaction in the CRM System, CRM Billing is called up for billing the order quantity if the transaction (usually a service transaction) is confirmed.
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For a transaction in the CRM System, CRM Billing is called up for billing the cumulated delivery quantity. (The delivery in the R/3 back-end system returns the delivery quantity to the CRM transaction). &DXWLRQIn this case, you must make sure that the corresponding item category is set to “not relevant for billing”in the R/3 back-end system.
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Following successful delivery and goods issue in the R/3 System, CRM Billing is called up in the CRM System for billing the delivery quantity. In this case, the corresponding item category is set DXWRPDWLFDOO\ to billing-relevance Q (billing in the CRM System) in the R/3 back-end system. For delivery-related CRM Billing (billing-relevance F), you must set the item category which was determined for the transaction to GHSHQGHQWLWHP in Customizing for Billing. This ensures that billing is carried out dependent on the delivery (&XVWRPHU5HODWLRQVKLS0DQDJHPHQW→'HILQH,WHP &DWHJRU\).
For delivery-related billing, SAP recommends using billing-relevance F, as, in contrast to billingrelevance C, reference is made to individual delivery.
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To access the activities in the first table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF )XQFWLRQV→3D\PHQW&DUGV→%DVLF6HWWLQJV &XVWRPL]LQJDFWLYLW\
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Assign Checking Rule
Assign function modules to checking rules
Maintain Payment Card Type
Assign checking rules to payment card types [SAP Library], and specify whether card number are encrypted
Assign Payment Card Category to Payment Card Type
Assign categories [SAP Library] to card types
Maintain Payment Card Category
Define payment card categories
Maintain Payment Card Blocks
Enter names and alphanumeric keys that
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CRM Interaction Center describe reasons for blocking cards To access the activities in the second table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF )XQFWLRQV→3D\PHQW&DUGV→6HWWLQJVIRU7UDQVDFWLRQV &XVWRPL]LQJDFWLYLW\
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Define Customer Payment Guarantee Procedure
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Assign Payment Card Plan Type to Business Transaction
Specify SD\PHQWFDUG as the payment plan type for the business transaction types [SAP Library] in which you use payment cards
Define Checking Group
Specify various settings for authorization, such how long the validity period is, and whether the system interprets data from AVS [SAP Library] and CVV [SAP Library] checks
Assign Checking Group to Business Transaction
Assign checking groups to the business transaction types for which you use payment cards
To access the activities in the third table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF )XQFWLRQV→3D\PHQW&DUGV→6HWWLQJVIRU$XWKRUL]DWLRQ &XVWRPL]LQJDFWLYLW\
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Determine Organizational Unit for Clearing
Assign the standard role FOHDULQJ to the organizational units in your company that process payment card transactions
Define Merchant ID
Enter the merchant IDs [SAP Library] that clearing houses [SAP Library] assign to you
Assign Merchant ID
Assign merchant IDs to organizational units and payment card types
Determine Authorization Module
Assign authorization modules to merchant IDs
Define Texts for Check Results
Enter short texts, that are displayed in transactions, describing the responses that clearing houses send you
To access the activities in the fourth table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→%DVLF )XQFWLRQV→6\VWHP0RGLILFDWLRQV→3D\PHQW&DUGV &XVWRPL]LQJDFWLYLW\
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Additional Fields for Payment Plan
Customize the payment plan to include additional fields
Additional Fields for Payment Plan Date
Customize the payment plan to include additional fields
Event Handler for Payment Plans
Set the system to alert you to changes in transactions, such as a new currency or a new payer [SAP Library] in the payment plan
Determine Merchant
Set the system to determine merchant IDs based on criteria other than organizational units
Structure for Communication with Clearing House
Specify how the system sends data to clearing houses, and how it reacts to information from the clearing houses. You can, for example, set the system to authorize all amounts over USD
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CRM Interaction Center 5000.00 with a certain clearing house, and to ignore information from the clearing house in certain cases. Header and Item Data of Authorization
Customize transaction documents by adding fields for data at header and item level
Requirement for Authorization (TransactionDependent)
Define additional requirements for successful authorization
Merging/Split of Values to be Authorized
Set the system to create multiple authorizations on one payment card, for example, if you plan multiple deliveries
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Credit management limits financial risks for your organization by allowing you to carry out credit checks in transaction processing, and by forwarding documents, blocked for credit reasons, directly to the employees responsible for reviewing them. ,QWHJUDWLRQ
To carry out a credit check, CRM uses a Remote Function Call (RFC) to contact SAP R/3 or another online transaction processing (OLTP) system where you do financial accounting. You must define a RFC destination, and specify this destination for the credit check. To define RFC destinations in Customizing, choose &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW → &500LGGOHZDUHDQG5HODWHG &RPSRQHQWV → &RPPXQLFDWLRQ6HWXS→'HILQH5)& 'HVWLQDWLRQV
To specify destinations for the credit check, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→ &500LGGOHZDUHDQG5HODWHG&RPSRQHQWV→&RPPXQLFDWLRQ6HWXS→'HILQH0LGGOHZDUH 3DUDPHWHUVThen choose the activity 2/735&UHGLW&KHFNand enter a RFC destination for the parameter &50&5('&+(. The standard credit check in CRM calls up the automatic credit check in SAP R/3. If you use a system other than R/3 for financial accounting, you must implement your own checking rules to enable CRM to call up this system. To implement checking rules in Customizing, choose &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW → %DVLF)XQFWLRQV → 6\VWHP0RGLILFDWLRQV → &UHGLW0DQDJHPHQW → 'HILQH&KHFNLQJ5XOHV and ,PSOHPHQW&KHFNLQJ5XOHV. For more information on the credit check, see Automatic Credit Check [Page 209]. )HDWXUHV
Either when you save a transaction document, or when you choose (Credit check) at the top of the item screen area, CRM calls up a credit check from your OLTP system. When CRM receives the check results, it sets credit status at item level, sets overall credit status at header level and enters related messages in the application log. If one or more items have the status &UHGLW&KHFNQRW2.the overall status for the transaction is also&UHGLW&KHFNQRW2.Credit status for an item is displayed on the 6WDWXV tab page for that item, and overall credit status is displayed on the 6WDWXV tab page at header lever. When you save, CRM transfers error-free documents into the OLTP system. (It transfers both those with the status &UHGLW&KHFN2. and those with &UHGLW&KHFNQRW2. because the latter does not count as an error.) In the OLTP system, you can continue processing documents with the status &UHGLW &KHFN2., such as by creating deliveries or billing documents.
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CRM Interaction Center If you raise the price or quantity or change currency, business partners [SAP Library], organizational data or delivery dates in CRM, the system automatically does a new credit check when you save. CRM blocks transactions with the status &UHGLW&KHFNQRW2. for further processing, and, through Workflow, sends them to the employee responsible for reviewing them. He or she can then release or reject the transactions. For more information on workflow, see SAP Business Workflow for Credit Management [SAP Library]. The following illustration provides an overview of credit management, showing how CRM and R/3 communicate with each other. +RZFUHGLWPDQDJHPHQWZRUNV
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R/3 or OLTP
1. You create an document in CRM.
Item 1
2. When you save, or when you choose
Item 2 Item 3
the &UHGLWFKHFN icon, CRM calls up the credit check in R/3. 3. R/3 sends a response to CRM.
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4. CRM sets overall status at header level. 5. Error-free documents are replicated in R/3. &UHGLWFKHFNQRW2. is QRW an error. 6. CRM forwards &UHGLWFKHFNQRW2. documents, through Workflow, to the responsible employee. 7. If status is &UHGLWFKHFN2.you can create subsequent documents in R/3.
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1. Credit management in CRM is limited due to the separation of CRM from a financial accounting system. It consists primarily of the credit check called up from the OLTP system, and the processing of blocked transactions in workflow. 2. Credit checks, changes or cancellations of documents created in CRM should be made only in CRM, not in the OLTP system. This constraint exists because changes in the OLTP system are not replicated in CRM. Therefore the status of the CRM documents would not match the status of the changed OLTP documents. However, subsequent documents, such as deliveries and invoices can be made in the OLTP system. If R/3 is your OLTP system, and you change a document created in CRM in R/3, R/3 displays a message. 3. The standard automatic credit check evaluates the payer’s credit standing based on credit exposure calculated for values from transactions in R/3. It does not consider values for any transactions, new or changed, not yet transferred into R/3, or values from orders invoiced with CRM Billing. The system calculates credit exposure based on values for open orders, open deliveries, open billing documents and open items. For more information, including how to work with static and dynamic credit limit checks, see the documentation for this R/3 Customizing activity: 6DOHVDQG 'LVWULEXWLRQ
→ %DVLF)XQFWLRQV → &UHGLW0DQDJHPHQW5LVN 0DQDJHPHQW → 'HILQH
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CRM Interaction Center
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The automatic credit check allows you to evaluate a transaction based on the credit standing [SAP Library] of the payer in SAP R/3, and therefore ensure proper further processing of the transaction document. For information on credit management in general, see Credit Management. [Page 207] 3UHUHTXLVLWHV
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You have completed the three CRM Customizing activities under: &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW
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→ %DVLF)XQFWLRQV → &UHGLW0DQDJHPHQW
You have maintained credit management accounts in SAP R/3. For information on credit management in R/3, see 6$3/LEUDU\ → /RJLVWLFV → 6DOHVDQG 'LVWULEXWLRQ → &UHGLWDQG5LVN0DQDJHPHQW
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You have completed Customizing for credit management in R/3. To carry out Customizing in R/3, choose 6DOHVDQG 'LVWULEXWLRQ → %DVLF )XQFWLRQV → &UHGLW 0DQDJHPHQW5LVN0DQDJHPHQW
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The fields in the 5HDFWLRQ column in the Customizing activity'HILQH$XWRPDWLF&UHGLW&RQWUROare set to%or' To set these fields, choose 6DOHVDQG 'LVWULEXWLRQ → %DVLF)XQFWLRQV → &UHGLW 0DQDJHPHQW5LVN 0DQDJHPHQW → &UHGLW0DQDJHPHQW → 'HILQH$XWRPDWLF&UHGLW&RQWURO.
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1. You trigger the credit check either when you save a document, or when you choose check) at the top of the item screen area.
(Credit
2. CRM then gets ready to do the check, which may actually consist of a series of checks: one for each item category [SAP Library] in the document. CRM therefore first groups the items by item category, and, for each group, totals the open values, including tax, of the requested quantity of error-free items. If the document contains items belonging to one item category, CRM only does one check. 3. CRM calls up the automatic credit check and sends the information on open values to R/3, along with data on the credit group, sales organization, currency, payer and other business partners. 4. R/3 uses this information to determine the R/3 credit group, credit control area [SAP Library], credit management account of the payer, and the account’s risk category. 5. R/3 checks the payer’s credit standing. 6. It then sends the results of the credit check back to CRM. 7. CRM enters the overall credit status for the document on the 6WDWXV tab page in the document header, and enters credit status for each item on the 6WDWXV tab pages at item level. CRM also enters messages, describing the results of the check, in the application log.
This illustration shows how CRM and R/3 communicate with each other to carry out the automatic credit check.
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CRM Interaction Center 2YHUYLHZRIWKHDXWRPDWLFFUHGLWFKHFN
1. Saving, or pressing the &UHGLWFKHFN icon, triggers the credit check
CRM 3.0
SAP R/3
2. CRM groups items by item category and does 1 check per group. 1 item category = 1 check
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CRM sends credit group, sales organization, currency, partners, and total open values for each item category to R/3. 4. R/3 approves or denies items
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5. CRM sets status at item level, sets overall status at header level, and enters messages in the application log.
R/3 determines credit control area, R/3 credit group, payer’s credit management account, account risk category
Messages and long texts
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