IUT255

IUT255 Integration of CRM, IS-U and BW

IUT255

Integration of SAP CRM and SAP for Utilities

THE BEST -RUN BUSINESSES RUN SAP AG 2008 8 ¤ SAP AG ©200SAP

SAP for Industries, SAP for Utilities

Version 92

Material number 50096685

Copyright

Copyright 2009 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.

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These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

Course Prerequisites Prerequisite Courses: z IUT250 - Customer Service z CR010 - CRM Overview z CR100 - CRM Basics z BW200 - Business Information Warehouse (BW) - Overview

Recommended Courses z IUT110 - Introduction to the IS-U/CCS System z IUT210 - Master Data and Basic Functions z CR600 - Marketing Planning and Campaign Management z CR400 - Interaction Center in CRM z BW310 - Business Information Warehouse (BW) - Data Warehousing

¤ SAP AG 2004

Target group

This course is aimed at the following target groups: z Project teams responsible for mapping business process z Main users with technical objectives z Administrators responsible for data integration z Technical consultants

Duration: 3 days

¤ SAP AG 2004

User Notes

The training material is not designed as a self-learning program. The documentation is only complete in combination with the instructor's comments. Use the space in your documentation to write down these comments.

There may not be enough time in the duration of this course to carry out all exercises. These exercises are additional examples that are used during the course. Participants can use the exercises to increase their knowledge once the course is over.

Course Overview

Contents: z Course Goals z Contents z Course Overview Diagram z Main Business Scenario

¤ SAP AG 2006

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Course Goals

This course enables you to: z Explain the data model in SAP CRM / SAP IS-U z Describe cross-system processes, from the SAP CRM system (business partner, contract, marketing campaigns) to the transfer of data to the SAP IS-U system, using the master data generator z Demonstrate the most important aspects of integration between SAP CRM, IS-U and SAP BW z Describe the Customizing settings necessary for integrating the systems

¤ SAP AG 2004

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Table of Contents for IUT255

Preface Unit 1

Course Overview

Unit 9

SAP CRM: Product Configuration

Unit 2

Relevant Objects

Unit 10

Unit 3

Contract Management

SAP IS-U Contacts and SAP CRM Activities

Unit 4

Subsequent processes

Unit 11

Initial Download

Unit 5

Marketing for Utilities

Unit 12

Settings for Marketing Campaigns

Unit 6

Middleware: General Concepts

Unit 13

Processes in IC WebClient

Unit 7

Middleware Replication: Integration of Business Partners and Technical Objects

Unit 14

Sales Processing for Commercial and Industrial Customers

Unit 8

SAP IS-U: Master Data Templates and Error Handling

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Overview Diagram for IUT255

Course Overview


Relevant Objects


Contract Management



Initial Download




Processes in the IC WebClient

Middleware Replication:


Integration of Business Partners and Technical Objects ¤ SAP AG 2008

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Business Scenario I z The energy supplier "EnerCo." uses a billing system, which is to be replaced with SAP IS-U. Existing data is migrated. At the same time, an SAP CRM system for contract management and an SAP BW system for analysis are implemented. The migrated, salesrelevant data is loaded in SAP CRM. z New master data constructs have to be created for new customers. In the SAP CRM system, master data must be created, which is replicated in the SAP IS-U back end. z Marketing campaigns address residential customers who consume more than than 100 kWh of electricity. The data for the campaign is extracted from the BW System. The campaign is analyzed in the SAP IS-U and SAP BW systems.

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Business Scenario II z The energy supplier "EnerCo." already uses SAP IS-U. An SAP CRM system for contract management and an SAP BW system for analysis are implemented. z New master data constructs have to be created for new customers. In the SAP CRM system, master data must be created, which is replicated in the SAP IS-U back end. z Marketing campaigns address residential customers who consume more than than 100 kWh of electricity. The data for the campaign is extracted from the SAP BW System. The campaign is analyzed in the SAP IS-U and SAP BW systems.

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Relevant Objects

Contents: z Data Model: SAP CRM and SAP IS-U z Business Objects z Technical Objects

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Relevant Objects: Objectives

At the conclusion of this unit, you will be able to: z Explain the correlation of the SAP CRM and SAP IS-U data models z Classify the relevant business and technical objects

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Objects Involved: Overview Diagram

Course Overview


Relevant Objects


Contract Management



Initial Download








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Relevant Objects: Business Scenario

z As a member of a project team, you are interested in the objects that are exchanged between the SAP CRM and SAP IS-U systems. You also want to link the two systems with each other.

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Relevant Objects: Data Model

Data Model

Business Objects

Technical Objects

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The SAP IS-U House

Connection Object

Premise = Apartment 1 Device Location 1: Corridor

Device Location 2: Cellar

Contract 1: Water

Utility Installation 2: Gas Meter

Contract 2: Gas

Utility Installation 3: Electr. Meter Electr. Meter

Contract 3: Electricity

Service Connection for Water

Supply Grid

Apartment 2

Utility Installation 1: Water Water Meter

Contract Account

Service Connection for Electricity

Apartment 3

Business Partner

Apartment 4

Service Connection for Gas

Street ¤ SAP AG 2004

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Data Model: SAP IS-U / SAP CRM

SAP IS-U

SAP CRM

Business Partner

Business Partner

Contract Account

Bill

Business Agreement

Contract

Billing

Contract

Installation

Consumption Premise

Connection Object

PoD & Premise

Connection Object IBASE

PoD

¤ SAP AG 2008

The mapping of master data objects is displayed here based on the data models of both systems.

1:1 mapping of the business partner and the contract accounts

Parts of the SAP IS-U contract and the installation represent the utility contract in SAP CRM.

The technical data is mapped in a narrower hierarchy in SAP CRM. This means that only the connection object and the points of delivery beneath it exist in the SAP CRM system. The point of delivery in SAP CRM also contains data from the SAP IS-U premise (for example, the floor).

The billing and invoicing data is established only in SAP IS-U.

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Relevant Objects: Technical Objects

Data Model

Business Objects

Technical Objects

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Business Objects: Business Partner

z Tri-Directional Relationship

SAP CRM Business Partner

SAP IS-U Contract Partner

SAP SD Customer

z Consistent data is guaranteed in all componenets

BP SAP IS-U

BP SAP CRM Customer SAP SD

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Business Objects: Business Agreement z The business agreement in SAP CRM is the counterpart to the contract account in SAP IS-U

Processes business transactions in invoicing / contract accounts receivable and payable

Multiple business agreements are possible for each business partner

One business agreement is allocated for each business transaction -> Business agreement data is used within the business transaction to control the following:

Payment Bill creation Correspondence

SAP IS-U

SAP CRM

Contract Account

Business Agreement

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Business Objects: Contract z The contract in SAP CRM consists of a document header and document items. z It connects business master data (business partner, business agreement) with technical master data (connection object, premise, PoD) and possesses a run time. z Replication of SAP CRM contract items to SAP IS-U contracts, and reversed

SAP IS-U

SAP CRM Contract

Contract 1

Contract item 10

Contract 2

Contract item 20

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Relevant Objects: Technical Objects

Data Model

Business Objects

Technical Objects

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Technical Objects: IBASE z Connection objects, premises, and points of delivery are known in SAP CRM z Mapping in SAP CRM as an IBASE (Installation)

IBase

Walldorf, Main Street 10

Connection Object Point of Delivery & Premise

1. 2nd Floor, Division Electricity

Point of Delivery & Premise

1. 1st Floor, Division Gas

Point of Delivery & Premise

2. 2nd Floor, Division Electricity

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Relevant Objects: Summary

You are now able to: z Explain the correlation of the SAP CRM and SAP IS-U data models z Classify the relevant business and technical objects

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Contract Management

Contents: z Process Description z User Interface

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Contract Management: Objectives

At the conclusion of this unit, you will be able to: z Analyze the SAP CRM / SAP IS-U data model and supported processes z Create a service contract in the SAP CRM system z Check replication in the SAP IS-U system

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Contract Management: Overview Diagram

Course Overview


Relevant Objects


Contract Management



Initial Download








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Contract Management: Business Scenario

z You are a customer-service agent at contract level. You have to create/identify technical objects (service provider) and the contract in the SAP CRM system. You also have to ensure that the data is successfully replicated in the SAP IS-U system.

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Contract Management: Process Description

Process Description

User Interface in IC WebClient

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New Customer in Internal Supply Territory: Data Model

SAP IS-U

SAP CRM

Business Partner

Replication

Business Partner

Contract Account

Replication Bill

Business Agreement

Contract

Billing

Installation

Consumption Premise

Replication

Connection Object

New

New

New Contract

PoD & Premise

Connection Object

PoD

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New business partner

New business agreement

Existing technical objects

New contract

Note:

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New Customer in External Supply Territory: Data Model

SAP IS-U

SAP CRM

Business Partner

Replication

Business Partner

Contract Account

Replication Bill

Business Agreement

Contract

Billing

Installation

Consumption Premise

Replication

Connection Object

New

New

New Contract

PoD & Premise

New New Connection Object

PoD

¤ SAP AG 2008

New business partner

New business agreement

New technical objects

New contract and switch document

Replication of technical objects, together with contract

Note:

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Contract Closure in SAP CRM

SAP CRM

SAP IS-U

Utility contract including item create

Select point of delivery (item) Selection of utility product (Item) Configure product (Item) Save utility contract

Create/change master data

Change status of of utility contract item

¤ SAP AG 2008

A customer calls the call center and wants to conclude a utility contract.

Step 1: Identify the customer

Step 2: Select utility location (=PoD). This is usually done using the address. If neither the connection object nor the point of delivery exist in the SAP CRM system, these technical objects can be created in the CRM IC.

Step 3: Select the product. Once the product has been selected, all contract-specific details are agreed with the customer (contract start date, for example).

Step 4: Product-specific configuration. A configuration can be recorded for each utility product. Data is entered in this configuration during the customer contact. One example is the annual consumption, which is given by the customer. In this concept, it is possible to determine the data that is given by the customer for every product.

Step 5: Save the service contract. If the contract is free of errors, the replication is triggered and the data is transferred to SAP IS-U. In the back-end system, the master data is either newly created or existing master data is changed. If technical objects were created during the sales process, they are replicated at this point, if necessary (depending on Customizing).

Step 6: Change the status of the SAP CRM contract item. Following the successful replication, the status of the SAP CRM contract item is changed so that the call center employee in SAP CRM can see that the replication was a success.

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Utility Contract Item in SAP CRM

When?

Who?

Contract start/end

Business partner

Contract Document Contract Item

How?

What?

Business agreement

Product

Where? PoD ¤ SAP AG 2008

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Replication of Contract Item to Contract

SAP CRM

SAP IS-U

2

3 Product Master Data Template 1

Service Contract Item: • Business Partner • Business Agreement • Point of Delivery • Product • Start of Contract • End of Contract

Connection Object

4

PoD

Master Data Template 2

1

5

Connection Object

Consumption Premise

SAP IS-U Contract Key

PoD

6

Installation Contract

¤ SAP AG 2008

The replication of the service contract item from SAP CRM is displayed schematically here for a case in which the technical objects already exist in both systems.

Step 1: Create the service contract item in SAP CRM, including business partner, business agreement, point of delivery, product, contract start and, if necessary, contract end.   Save the document in SAP CRM.

Step 2:   Data is sent to SAP IS-U.

Step 3: The product saved in the SAP CRM contract item is saved in SAP IS-U. This is crucial for subsequent processing.

Step 4: Precisely one master data template for identifying the technical objects, and a second template for creating billable constructs in SAP IS-U, are found for the product read in step 3.

Step 5: A billable construct, including a contract, is created in SAP IS-U by processing the master data templates from step 4. Existing master data can be changed, and new master data can be created.

Step 6: The key for the SAP IS-U contract is sent to SAP CRM. The object link with the SAP IS-U contract is created in the SAP CRM contract item. The "Replication Complete" system status is activated in the SAP CRM contract item.

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Contract Conclusion in SAP IS-U

SAP CRM

SAP IS-U

New utility contract (move-in in dialog)

Determination of SAP CRM-relevant field values and assignment of dummy product

Initial data creation of utility contract item

¤ SAP AG 2006

The scenario for integrating SAP CRM and SAP IS-U generates a link between the utility contract items in SAP CRM and SAP IS-U contracts. The integration guarantees that the start date of the contract item in SAP CRM is the same as the move-in date of the corresponding SAP IS-U contract. The end of the contract item in the SAP CRM system is likewise identical to the move-out date in SAP IS-U. In connection with the validity periods of the contract item, the SAP IS-U contract is linked to the SAP CRM product from the SAP CRM contract item. This ensures that the contract in SAP IS-U is billed using the data that corresponds to the SAP CRM product.

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Replication of Contract to Contract Item

SAP CRM

4

SAP IS-U SAP IS-U Contract

1 Default Product

Service Contract Item: • Business Partner • Business Agreement • Point of Delivery • Product = Default Product • Start of Contract • End of Contract

3 2 EC60 Scenario

¤ SAP AG 2008

The replication of the service contract item from SAP IS-U to SAP CRM is displayed schematically here for a case in which the technical objects already exist in both systems.

Step 1 Create the SAP IS-U contract. Assign the default product according to the installation service type.

Step 2 Data is sent to SAP CRM.

Step 3 A new contract item is created in SAP CRM. The contract item contains the default product from SAP IS-U.   The object link with the SAP IS-U contract is created in the SAP CRM contract item.

Step 4   The transaction number and item are returned to SAP IS-U so that the SAP CRM document is linked there.

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Contract Termination in SAP IS-U

SAP CRM

SAP IS-U

Terminate contract (move-out in dialog)

Determine the relevant utility contract item in CRM

Change utility contract item

¤ SAP AG 2006

A move-out can be executed directly in SAP IS-U for various reasons.

In order to replicate this data in SAP CRM, the corresponding SAP CRM contract (or contract item) must be determined.

The contract must be ended in SAP CRM for the same date.

Summary:

Contracts can be generated and changed within the SAP CRM system and the SAP IS-U system. The changes are transferred to the other system.

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Corresponding Processes Between SAP CRM and SAP IS-U

SAP CRM z Move-in with product allocation z Change move-in date

z A point of delivery is identified or created in the SAP CRM system. z A service transaction with utility contract item is created for the point of delivery.

z Move-in reversal

z A product is allocated to the contract item.

z Move-out

z The business agreement is selected.

z Change move-out date

z The move-in date is entered as the contract start date in the contract item dates.

z Move-out reversal z Insert contract with product allocation

z The configuration (if available) is maintained. z The process is saved.

z Product change z Reverse product change z Change of supplier (move-in) z Termination z Move-in/out for bus. partner z Move-in/out for premise ¤ SAP AG 2008

There are no limitations with the functions move-in date, reverse move-in, create move-out, change move-out date and reverse move-out. They can be executed in both systems at the same time.

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Supported Processes in Detail: Move-In with Product Allocation


z A point of delivery is identified or created in the SAP CRM system. z A service transaction with utility contract item is created for the point of delivery.

z Move-in reversal

z A product is allocated to the contract item.

z Move-out

z The business agreement is selected.


z The move-in date is entered as the contract start date in the contract item dates.


z The configuration (if available) is maintained. z The process is saved.


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Supported Processes in Detail: Changing the Move-In Date


z The service process is identified using the business partner or the address.

z Move-In Reversal

z The contract start date is changed.

z Move-out

z The process is saved.

z Change move-out date z Move-out reversal z Insert contract with product allocation z Product change z Reverse product change z Change of supplier (move-in) z Termination z Move-in/out for bus. partner z Move-in/out for premise ¤ SAP AG 2008

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Supported Processes in Detail: Move-In Reversal

SAP CRM z Move-in with product allocation z Change move-in date z Move-In Reversal


z Move-out

z A cancellation is entered for the contract start date.



z Move-out reversal z Insert contract with product allocation z Product change z Reverse product change z Change of supplier (move-in) z Termination z Move-in/out for bus. partner z Move-in/out for premise ¤ SAP AG 2008

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Supported Processes in Detail: Move-Out

SAP CRM z Move-in with product allocation z Change move-in date z Move-in reversal z Move-out

z The service process is identified using the business partner or the address


z The Create Move-Out action is triggered, and the move-out date is entered.

z Move-out reversal


z Insert contract with product allocation z Product change z Reverse product change z Change of supplier (move-in) z Termination z Move-in/out for bus. partner z Move-in/out for premise ¤ SAP AG 2008

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Supported Processes in Detail: Changing the Move-Out Date

SAP CRM z Move-in with product allocation z Change move-in date z Move-in reversal z Move-out z Change move-out date



z The Change Move-Out Date action is triggered, and the new contract end date is entered. z The process is saved.


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Supported Processes in Detail: Move-Out Reversal

SAP CRM z Move-in with product allocation z Change move-in date z Move-in reversal z Move-out z Change move-out date z Move-out reversal z Insert contract with product allocation z Product change

z The service process is identified using the business partner or the address. z The move-out reversal action is triggered and executed for the relevant item. z The process is saved.

z Reverse product change z Change of supplier (move-in) z Termination z Move-in/out for bus. partner z Move-in/out for premise ¤ SAP AG 2008

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Processes in Detail - Add Contract with Product Allocation

SAP CRM z Move-in with product allocation z Change move-in date z Move-in reversal z Move-out z Change move-out date z Move-out reversal z Insert contract with product allocation z Product change z Reverse product change

z Identical to move-in with product allocation. z Contract start date and contract end date are set simultaneously. z The process is saved.

z Change of supplier (move-in) z Termination z Move-in/out for bus. partner z Move-in/out for premise ¤ SAP AG 2008

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Supported Processes in Detail: Product Change


z Identical to move-in with product allocation

z Reverse product change

z The product change action is triggered and the new product and change date

z Change of supplier (move-in) z Termination

are entered. z The process is saved.

z Move-in/out for bus. partner z Move-in/out for premise ¤ SAP AG 2008

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Supported Processes in Detail – Reverse Product Change

SAP CRM z Move-in with product allocation z Change move-in date z Move-in reversal z Move-out z Change move-out date z Move-out reversal z Insert contract with product allocation z Product change z Reverse product change z Change of supplier (move-in) z Termination

zThe service process is identified using the business partner or the address. z The Product Change Reversal action is triggered and executed for the relevant item. z The process is saved.


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Supported Processes in Detail – Change of Supplier

SAP CRM z Move-in with product allocation z Change move-in date z Move-in reversal z Move-out z Change move-out date z Move-out reversal z Insert contract with product allocation z Product change z Reverse product change z Change of supplier (move-in) z Termination z Move-in/out for bus. partner z Move-in/out for premise

z Identical to move-in with product allocation z When you save, a new screen is called where you can enter additional information about the change process and create the switch document. zThe process is saved.

¤ SAP AG 2008

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Supported Processes in Detail: Cancellation


z Takes place at the same as a move-out z The service process is identified using the business partner or the address.

z Reverse product change z Change of supplier (move-in)

z The Create Move-Out action is triggered, and the move-out date is entered. z The process is saved.

z Termination z Move-in/out for bus. partner z Move-in/out for premise ¤ SAP AG 2008

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Supported Processes in Detail - Move-In/Out for Business Partner


zThe service process is identified using the business partner or the address.

z Change of supplier (move-in)

z The Move-In/Out for Partner action is triggered, the move-out date is entered, the future premise is identified and the move-in date is entered.

z Termination


z Reverse product change


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Supported Processes in Detail - Move-In/Out for Premise

SAP CRM z Move-in with product allocation z Change move-in date z Move-in reversal z Move-out z Change move-out date z Move-out reversal z Insert contract with product allocation z Product change z Reverse product change


z Change of supplier (move-in)

z The Move-In/Out for Premises action is triggered, the move-out date is entered, the future business partner is identified, and the move-in date is entered.

z Termination z Move-in/out for bus. partner


z Move-in/out for premise ¤ SAP AG 2008

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Contract Management: User Interface

Process Description

User Interface in IC WebClient

¤ SAP AG 2008

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Conclusion of a Contract for an Existing Point of Delivery: Transaction Data Interaction Center WebClient 5 4

1

2

3

¤ SAP AG 2008

Select the premise for the new contract

Enter the contract start date

Select the product

Error display The log is displayed for the selection

Carry out the process in the process framework and then terminate.

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Contract Management: Summary

You are now able to: z Analyze the SAP CRM / SAP IS-U data model and supported processes z Create a service contract z Check replication in the SAP IS-U system

¤ SAP AG 2006

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Contract Management Exercises

Unit:

Contract Management

Topic:

Replication and Integration of Contracts

At the conclusion of these exercises, you will be able to: • Display technical objects • Create a service contract • Check contract and object replication in SAP IS-U

You are responsible for customers at contract level. You therefore have to display the technical objects (service provider) and create the contract. In addition to this, you also have to make sure that the data is replicated successfully.

2-2-1

Technical Objects

2-2-1-1

Identify business partner ISUD2551## in the IC WinClient.

____________________________________________________ ____________________________________________________

2-2-1-2

Make sure that your business partner has not previously moved into a connection object. ____________________________________________________ ____________________________________________________

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2-2-1-3

The address that the customer gives you (his or her own address) is a connection object in your service territory. This means that the connection object already exists in the system. Find the address.

___________________________________________________ ____________________________________________________

2-2-1-4

The technical objects are displayed in the locator. Go to this view and double-click the technical objects to display them.

____________________________________________________ ____________________________________________________

2-2-1-5

OPTIONAL: From the locator, you can also create a new technical construct, including the connection object, premise, and point of delivery. You can then use this construct for subsequent exercises.

____________________________________________________ ____________________________________________________

2-2-2

Contract in SAP CRM and SAP IS-U

2-2-2-1

What do you have to do to create a contract?

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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2-2-2-2

In the contract template, enter the product IUT255_PROD01_DE and the employee responsible UT-CS. Save your entries and check that the contract has been replicated in SAP IS-U correctly.

____________________________________________________ ____________________________________________________ ____________________________________________________

2-2-2-3

Select your newly created SAP IS-U contract. How can you tell that a connection exists between the SAP IS-U and SAP CRM contract?

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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Contract Management

Solutions

Unit: Contract Management Topic: Replication and Integration of Contracts

2-2-1

Technical Objects

2-2-1-1

Identify business partner ISUD2551## in the IC WebClient. From the SAP menu, choose the WebClient hyperlink. When the dialog box for the user role appears, select the item Z_UTIL_IC. Identify the business partner ISUD2551## and confirm the identification (Enter). Your business partner is automatically identified. You can now use it for further processing.

2-2-1-2

Make sure that your business partner has not previously moved into a connection object. The result list displays the objects connection object, premise and point of delivery. In the overview (navigation), you can see that no contract exists yet.

2-2-1-3

The address that the customer gives you (his or her own address) is a connection object in your service territory. This means that the connection object already exists in the system. Find the address. During the identification, the system automatically searches for technical objects for the business partner address. You can also use the search function in the identification area to manually search for and confirm the technical objects according to various search criteria.

2-2-1-4

The technical objects are displayed in the result list. Go to this view and select the technical objects to display them. The technical objects connection object, premise, and point of delivery are displayed in the result list (you may have to expand the nodes). By selecting individual objects, you can see the details about these technical objects in the identification area.

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2-2-1-5

2-2-2

OPTIONAL: From the locator, you can also create a new technical construct, including the connection object, premise, and point of delivery. You can then use this construct for subsequent exercises.

Contract in SAP CRM and SAP IS-U

2-2-2-1

What do you have to do to create a contract? Start the contract process from the navigation area by choosing Contract Management -> New Contract.

2-2-2-2

In the contract template, enter the product IUT255_PROD01_DE. You can also enter the market communication data. Save your entries. As soon as you have saved the entry in the summary area, a contract is created in CRM. If the market communication is processed cleanly, the contract is created in IS-U.

© SAP AG

IUT255

3-35

© SAP AG

IUT255

3-36

Subsequent Processes

Contents: z Bill Correction z Change Budget Billing Plan z Generate Installment Plan z Product Change

¤ SAP AG 2006

© SAP AG

IUT255

4-1

Subsequent Processes: Objectives

At the conclusion of this unit, you will be able to: z Explain how to correct a bill, change the budget billing plan, or create an installment plan from SAP CRM z Change a product for an existing SAP CRM utility contract

¤ SAP AG 2006

© SAP AG

IUT255

4-2

Subsequent Processes: Overview Diagram

Course Overview


Relevant Objects


Contract Management



Initial Download








© SAP AG

IUT255

4-3

Subsequent Processes: Business Scenario

z As a customer service employee, you are responsible for dealing with customer questions regarding existing contracts. You perform functions within contract management.

¤ SAP AG 2006

© SAP AG

IUT255

4-4

Subsequent Processes: Bill Correction

Bill Correction

Change Budget Billing Plan

Generate Installment Plan

Product Change

¤ SAP AG 2006

© SAP AG

IUT255

4-5

Bill Correction - Process

Identify customer in IC WebClient

Display original bill

Start the "Bill Correction"" process

Select the print doc. number

Select reversal type (full reversal or adjustment reversal)

If necessary, correct meter reading result

Simulate bill, rebill (if necessary)

¤ SAP AG 2008

The "Bill Correction" process is started from the IC WebClient (navigation).

In the first step, a print document is selected. You can use the date of the billing to select the relevant document.

You can use the hyperlink in the Amount column to display the selected print document in PDF format. If an optical archive is available, then the print document is read from the archive. If no optical archive is available, then a bill print simulation is executed, and the simulation result is converted to PDF format and displayed.

The actions necessary for correcting the bill are executed in the application area (reversal and branching to the meter reading results transaction). If messages have been written to the application log, then the application log is displayed.

A reversal list is formed. If the selected print document is not the most recent document, and the reversal of this document requires you to reverse other (more recent) documents, then this is also displayed.

You use the corresponding button to reverse the selected documents. If the reversal is successful, the 'Document Reversible' and 'Status' fields are updated.

For more information, see the "Increased Efficiency IS-U/CCS" cookbooks on the SAP Service Marketplace (service.sap.com/utilities).

© SAP AG

IUT255

4-6

Subsequent Processes: Change Budget Billing Plan

Bill Correction



Product change

¤ SAP AG 2006

© SAP AG

IUT255

4-7

Change Budget Billing Plan – Process


Start the "Change Budget Billing Plan" process

Change budget billing amount and save

Select budget billing plan

Enter contact in CRM

¤ SAP AG 2008

The "Change Budget Billing Plan" process is started from the IC WebClient (navigation).

In the first step, the budget billing plan to be changed is selected.

The system navigates to SAP IS-U to change the budget billing plan.

You can enter a new budget billing amount in the "Cumulated Amount" field. Remember to enter the date from which this change is to be valid.

You must now choose Save in the display area.

Decide whether change notices are to be printed and sent to the customers.

You can enter a contact in CRM.


© SAP AG

IUT255

4-8

Subsequent Processes: Generate Installment Plan

Bill Correction



Product change

¤ SAP AG 2006

© SAP AG

IUT255

4-9

Create Installment Plan - Process


Start "Create installment plan" process

Selection of the open items for installment plan

Display open items for contract account

Installment plan suggested by system

Save installment plan

¤ SAP AG 2008

The "Create Installment Plan" process is started from the IC WebClient (context menu call for contract account).

The SAP IS-U dialog box for "Create Installment Plan: Access" is confirmed.

On the next screen, you select the items relevant for the installment plan and enter the posting parameters and installment plan parameters. With regard to the installment plan parameters, you can either select an installment plan category, or enter the parameters directly.

Once you have entered the start date for the installment plan, the system proposes an installment plan, which must then be saved.

You must now choose Save in the display area.

Decide whether change notices are to be printed and sent to the customers.


© SAP AG

IUT255

4-10

Subsequent Processes: Product Change

Bill Correction



Product Change

¤ SAP AG 2006

© SAP AG

IUT255

4-11

Product Change

SAP CRM

Previous contract item ended

Contract item 10 Product A Status: Ended Due to Product Change

New contract item starts on date of product change

Contract item 20 Product B Status Started Due to Product Change

SAP IS-U Contract 1000 Product B

Product change; no final billing ¤ SAP AG 2006

You execute the Change Product action for contract item 10 in the SAP CRM system.

As a result of the product change, the system ends contract item 10 with product A. The contract end date of this item is set to the same date as the product change minus 1 day. The "Ended Due to Product Change" system status is also assigned.

The new contract item, item 20, is created with product B. The start date of this item is set to the same date as the product change. The system status Started Due to Product Change is also assigned. Contract item 20 is allocated to the same point of delivery as contract item 10.

Final billing is not required for the corresponding SAP IS-U contract, contract 100, when the product is changed. Only data relating directly to the product is modified (rate and so on).

© SAP AG

IUT255

4-12

Reverse Product Change

SAP CRM Contract item 10 Product A Contract item 20 reversed and ended on contract start date

CI 20 Pr. B

Reverse Product Change status

End date of contract and Ended Due to Product Change status are deleted

Reversal

SAP IS-U Contract 1000 Product A Only product A ¤ SAP AG 2006

If you execute a product change incorrectly or use incorrect information, you must reverse the change. You can do this using the Reverse Product Change action.

Reverse the product change for contract item 20.

This action reverses contract item 20. The end-date of this item is set to the contract start date. The "Started Due to Product Change" system status is deleted and replaced by the "Product Change Reversal" status.

The end date of contract item 10 and the "Ended Due to Product Change" system status are deleted. You can now execute a new product change for contract item 10 (for example, using another date).

The SAP IS-U system ensures that contract 1000 is billed for the whole period using data that belongs to product A.

After the product change reversal, contract 1000 corresponds to contract item 10 for the entire period. Contract item 20 no longer has any SAP IS-U contract reference.

© SAP AG

IUT255

4-13

Subsequent Processes: Summary

You are now able to: z Explain how to perform a bill correction, change the budget billing plan, or create an installment plan from SAP CRM z Execute a product change for an existing SAP CRM utility contract

¤ SAP AG 2004

© SAP AG

IUT255

4-14

Subsequent Processes

Unit:


Topic:

Functions in Contract Management

Exercises

At the end of these exercises, you will be able to: • Explain how to perform a bill correction, change the budget billing plan, or create an installment plan from SAP CRM As a customer service employee, you are responsible for dealing with customer questions regarding existing contracts. You perform functions within contract management.

2-3-1

Trigger subsequent processes from SAP CRM.

2-3-1-1

Describe at least two subsequent processes within the complete contract integration between SAP IS-U and SAP CRM. These processes can be triggered from the CRM Interaction Center WebClient. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

© SAP AG

IUT255

4-15

2-3-2

Product change 2-3-2-1

What role does the product change have within the complete contract integration between SAP IS-U and SAP CRM? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

2-3-2-2

How would you create a product change for your contract from the previous unit? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

2-3-2-3

Now execute a product change for your contract item. Use IUT255_PROD02_DE as the new product. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

© SAP AG

IUT255

4-16

2-3-2-4

In SAP IS-U, how can you recognize that billing-related data in your contract may have changed? ____________________________________________________ ____________________________________________________

____________________________________________________ ____________________________________________________

© SAP AG

IUT255

4-17

Subsequent Processes Solutions

2-3-1

Unit:


Topic:

Functions in Contract Management

Trigger subsequent processes from SAP CRM.

2-3-1-1

Describe at least two subsequent processes within the complete contract integration between SAP IS-U and SAP CRM. These subsequent processes can be triggered from the CRM Interaction Center WebClient. Business partners can request a bill correction if their utility contracts have already been billed. This can be triggered from the IC WebClient. Budget billing plan changes can also be integrated in the IC WebClient.

2-3-2

Product change 2-3-2-1

What role does the product change have within the complete contract integration between SAP IS-U and SAP CRM. Utility contract items in SAP CRM do not allow historical changes to products. In SAP CRM, you can exit a contract item for an old product, and can create a new item with the new product. This allows you to change billing-related contract data (billing-related differences are mapped in SAP CRM by means of different products). This process is supported by the product change.

2-3-2-2

How would you create a product change for your contract from the previous unit? Identify your Business Partner ISUDE000## in the Interaction Center WinClient (transaction CIC0) and open your contract that you created in change mode (right mouse click on the contract in the locator → Change). You use the "Product Proposal" action to start the product change.

© SAP AG

IUT255

4-18

2-3-2-3

Now execute a product change for your contract item. Use IUT255_PROD02_DE as the new product. Use the “Product Change” action to start the product change. You can confirm the next screen after you have selected the item to which the product change refers. The system then displays a dialog box in which you enter the new product (IUT255_PROD02_DE) and the start date for the product change. Now confirm the dialog box and save your contract document, which now contains two items.

2-3-2-4

In SAP IS-U, how can you recognize that billing-related data in your contract may have changed? Use the “Detail” button in your contract item to navigate to the contract in SAP IS-U. On the third tab page in the contract, you can see the time slices for the contract. Here, you can see that there are now two time slices. The second time slice refers to a different contract item than the first. Depending on the settings for the master data template that is used, billing-related information in the installation may have changed.

© SAP AG

IUT255

4-19

© SAP AG

IUT255

4-20


Contents: z Marketing Process Overview z Segment Builder Functions z Campaign Replication in BW

¤ SAP AG 2006

© SAP AG

IUT255

5-1

Marketing for Utilities: Objectives

At the conclusion of this unit, you will be able to: z Structure target groups in the Segment Builder z Explain how individual objects are accessed in the Segment Builder z Assign target groups to a campaign

¤ SAP AG 2006

© SAP AG

IUT255

5-2

Marketing for Utilities: Overview Diagram

Course Overview


Relevant Objects


Contract Management



Initial Download








© SAP AG

IUT255

5-3

Marketing for Utilities: Business Scenario

z You are responsible for structuring target groups and executing campaigns in SAP CRM.

¤ SAP AG 2006

© SAP AG

IUT255

5-4

Marketing Integration: Process Overview

Marketing for Utilities: Process Overview

Segment Builder

Campaign Execution in the Marketing Planner

¤ SAP AG 2008

© SAP AG

IUT255

5-5

Marketing Process: Interaction View Customer

Utility company Market analysis

Business documents InfoCubes BW query Segment Builder

Business documents InfoCubes

Create target group

Create marketing plan and campaign Business documents Strategic Enterprise Management (SEM)

Business documents Marketing Planner Campaign

Update key figures

Customer contact through campaign Business documents Campaign Receives E-mail, letter, SMS or phone call

Contacts utility company Business documents For example, web shop

Business documents Activity management For example, create activity

Close utility contract

Analyze marketing campaign Business documents InfoCube BW query Strategic Enterprise Management (SEM)

¤ SAP AG 2008

© SAP AG

IUT255

5-6

Marketing for Utilities: Segment Builder


Segment Builder


¤ SAP AG 2008

© SAP AG

IUT255

5-7

Segment Builder: Features z Enables easy access to different data sources (such as SAP BW or SAP CRM) from a user interface z Quick modeling of target groups through flexible "sampling" of customer database z Drag-and-drop functionality tailored to marketing needs (uses the design suggested by Cooper for a userfriendly interface)

¤ SAP AG 2006

You use the segment builder to configure target groups in order to meet a specific marketing aim.

Marketers are, for example, interested in the response rates of target groups at every stage of a campaign. They focus on business goals and must consequently: • Constantly be aware of the need to increase market share • Focus on create and analytical activities that will improve business

© SAP AG

IUT255

5-8

Segment Builder: Structure

Attributes List

Search

Component Area

Staging Area

Detail Area

Selection History

¤ SAP AG 2008

Component Area List: Attribute (characteristics) display for profile creation, grouped in attribute lists (in the selection list); attributes can be derived from the following sources:  - Business partner master data, such as "age", "sex", "address"  - BW master data/transaction data, such as "number of orders in month"  - Attributes that are created in CRM for marketing purposes, such as "hobbies". These types of attributes are grouped together in characteristic groups. Profile Groups: Profile group display Search: Enables you to search for all the objects that can be processed in the segment builder. Staging Area: The area where the profiles are modeled. You drag the attributes (characteristics) from the component area into the staging area, where you drop them, in each case clicking the right mouse button to determine how the attribute is combined with other attributes. The available options when combining are Keep, Remove and Split. Detail area: Displays data on the distribution of attribute values amoung business partners in graphical form (such as pie chart, graph, bar chart). You can specify the way the data is displayed in Customizing for SAP CRM, under Marketing -> Segment Builder. Selection History: Displays all the attributes that are selected in the modeling process.

© SAP AG

IUT255

5-9

Creating a Profile Group 1. Create a profile group 2. Switch to graphical modeler 3. Use drag-anddrop to select the required attributes

Right mouse click

4. Create the target group for the profile group

¤ SAP AG 2008

Procedure In WebClient, choose Marketing → Segments. Choose "Create Profile Group" and enter a description as the title of the profile group. Switch to the graphical modeler Choose an attribute list from the selection list. Select the required attribute (expand the attribute nodes to see the values) and combine it with one or more profiles (drag + drop from component area in the staging area) To change the properties of the profiles in the set, click the profile set with the secondary mouse button and choose "Profile Properties". You can assign a new profile name there, for example. You have created a profile set and can now generate target groups for the profiles contained in the set. Save your data.

© SAP AG

IUT255

5-10

Profiles- Functions in the Segment Builder I Attribute A: Residential customers Attribute B: Total consumption >= 1000

Residential customers

Step 1

(Attribute A) Step 2 Total consumption >=1000

RETAIN

A+B

1 Target group

REMOVE

A not B

SEPARATE

A+B

1 Target group

A not B

2 Target groups

¤ SAP AG 2004

In the first step, all residential customers are displayed (Drag + Drop attribute A from the component area to the modeling area).

In step 2, attribute B is combined with attribute A. You have the following options: • Keep: Selects all the residential customers that have a total consumption of 1,000 or more (and link). Creates ONE target group only. • Remove: Selects all the residential customers that have a total consumption less than or equal t1,000 (and-not-link). Creates ONE target group only. • Split: Selects all the residential customers that have a total consumption of over or equal to 1,000, then creates a FIRST target group, and all residential customers that have a total consumption of less than or equal to 1,000. Creates a SECOND target group.

© SAP AG

IUT255

5-11

Profile Groups

Profile Group Subgroup A Profile 1

Profile 2

Target group Y

Profile 3

Profile 4

Selection criteria

Selection criteria

List of business partners

Selection criteria

Selection criteria

Target group 1 Target group 2 List of business partners

Target group

List of business partners

List of business partners (without duplicates)

¤ SAP AG 2008

A profile set consists of marketing segments- profiles, target groups, others profile sets (referred to as subsets)- which were modeled together or which are to be interpreted together.

In the segment builder, profile sets act as folders, grouping together the following marketing objects: profile, target group and profile set (subset).

If a profile set is to be interpreted as a subset, this means the set is used to created the logical OR relationship for creating target groups.

Profiles are created using selection criteria that are linked together with a logical AND relationship. The logical OR that may be needed is created by combining several profiles (and/or target groups) to form a subset.

This subset can be interpreted as a union of the profiles (or target groups) it contains. If a corresponding target group is created (with a reference to the subset and not to a profile), this target group contains the union of the business partners contained in this subset (this means that duplicates are removed).

In terms of profiles, the subset therefore represents the logical OR; in terms of target groups, it represents the duplicate-free union of the business partners.

You can created a subset for a profile set but cannot create another subset. This means you cannot generate more than two levels, only profile set -> subset.

© SAP AG

IUT255

5-12

Segment Builder: User Settings You can make your personal segment builder settings in the user settings You can set: z Whether or not the number of business partners that match a profile are automatically counted z The first action that is executed when the segment builder is called z Which attribute list is to be displayed on start-up z The attribute lists that are displayed when the segment builder is called z How many of the business partners belonging to a target group are displayed

¤ SAP AG 2008

In the segment builder, you can specify personal settings that apply each time you start the segment builder.

These settings contain the following options: • Whether a profile set is opened on start-up (and if so which one) • Whether an attribute list is opened on start-up (and if so which one) • Whether sampling is used when profiles are modeled • Whether or not the number of business partners matching a profile is automatically counted How many business partners are initially displayed when you choose to display the business partner

Since these settings determine which objects can be processed in the segment builder, check that the settings are correct before you begin working with the segment builder.

To make your settings in the segment builder, choose: → Settings.

© SAP AG

IUT255

5-13

Target Groups with Reference to Individual Objects z Regular requests from utility companies: modeling of profiles/target groups with individual objects (technical objects) z Intersections in profiles: determined from business partners and individual objects z Intersections in target groups: determined from business partners z You can display the individual objects in the segment builder

¤ SAP AG 2008

© SAP AG

IUT255

5-14

Segmentation of Individual Objects Object data is preselected in SAP BW and is then transferred to SAP CRM in an analytical data storage table (ADS). Example: Tabelle ZIO01 Geschäftspartner GP1 GP1 GP2

Anschlussobjekt A B C

Ort Wien Linz Linz

Tariftyp XL XXL XL

Profile: City = Linz and rate category = XL -> target group with a business partner BP2

Reason: Firstly, connection objects that fulfill the two conditions are searched for, and then the business partners

¤ SAP AG 2008

© SAP AG

IUT255

5-15

Samples

z Are a representative selection of business partner from a database (for example, 10% of the total number) z Are used in the segment builder z Make it easier to model profiles swiftly z Each sample is a target group z Belong to a target group of the Sample segment type z Can be created or changed 'online' or in the background z Have to be checked after creation

Marketing Cookbook, note 437964 ¤ SAP AG 2004

Creating samples •

In the SAP CRM menu, select Marketing -> Business Partner Segmentation -> Marketing Segments -> Process Samples for Segment Builder.

•

Choose Create Profile Set, enter a name for the profile set that is to contain the samples and choose Execute.

•

The profile set is displayed on the left-hand side of the screen.

•

Select the profile set and choose Samples -> Create Sample.

•

Enter a name for the sample and the segment type.

•

Enter the rule number according to which the sample is to be generated (that is, according to which the business partners are to be selected from the database).

•

Specify the size of the sample.

•

Specify whether the sample is to be created immediately (online) or is to be scheduled per background job.

To create a new sample for a profile set, right mouse click the relevant profile set in the list and choose Create New Sample.

© SAP AG

IUT255

5-16

Marketing for Utilities: Campaign Execution in the Marketing Planner


Segment Builder


¤ SAP AG 2008

© SAP AG

IUT255

5-17

Marketing Planner

Marketing plan SAP Energy 2008

Eco Electricity

E-mail

Target Group

Gas Deluxe

Example:

Nn......

Bill Supplement

Catalog

Product

Document

¤ SAP AG 2008

The aim of the marketing planning and campaign management process is to transfer the target group structured with the Segment Builder to the intended distribution channel, and to use this channel to address the business partners contained in the target group.

© SAP AG

IUT255

5-18

Campaign Execution: Personalized Mail

z Before you create a campaign, create a mail form in which you define the content structure of the letter or e-mail that you want to send to the business partners in your target group. z When you create mail forms, mail templates that define the layout of your mail form are helpful. Choose Marketing ? Personalized Mails on the SAP Easy Access screen to process mail forms and mail templates. Ensure that you select the form usage for the mail form appropriate for the communication medium of the campaign to which you want to allocate the mail form. z In campaign management, individual objects can be printed in letters (personalized mail).

¤ SAP AG 2008

© SAP AG

IUT255

5-19

Campaign Management Using SAP IS-U Bill Supplements

z Marketing campaign as a bill supplement z Transfer the necessary data from the SAP CRM Marketing Planner to the SAP IS-U bill printout (actual campaign management does not take place until the bill printout) z Replication of SAP CRM campaign in SAP IS-U -> Storage location as project Business partners from the target group (and their keys) are replicated to SAP IS-U during campaign execution (open channel) and are linked to the project there

z

¤ SAP AG 2006

© SAP AG

IUT255

5-20

Marketing for Utilities: Summary

You are now able to: z Structure target groups in the Segment Builder z Explain how individual objects are accessed in the Segment Builder z Assign target groups to a campaign

¤ SAP AG 2006

© SAP AG

IUT255

5-21

Marketing for Utilities - Exercises

Unit:

Marketing for Utilities - Segment Builder and Marketing Planning

Topic:

Segmentation

4-2-1 Segmentation 4-2-1-1

Create a new profile set. You must use a new key, IUT255-xx.

4-2-1-2

Create a new target group within your profile set. To do this, use an existing attribute list, such as ISU GasDeluxe. Create a target group for the profile set. Which business partners does the target group for the profile set contain?

© SAP AG

IUT255

5-22

Marketing for Utilities - Solutions

Unit:

Marketing for Utilities - Segment Builder and Marketing Planning

Topic:

Segmentation

4-2-1 Segmentation 4-2-1-1 Create a new profile set. You must use a new key, IUT255-xx. 4-2-1-2 Create a new target group within your profile set. To do this, use an existing attribute list, such as ISU GasDeluxe. Create a target group for the profile set. Which business partners does the target group for the profile set contain?

© SAP AG

-

Based on the profile set, the target group contains the join for all individual target groups.

-

To define the target group, you must select your attribute list. Use your mouse to drag the corresponding filter value to the window on the right. In the settings, you can define whether the system is to automatically count the number of hits.

-

You can define additional filter values in the segment builder (right mouse click on the characteristic in the component area).

-

Right-click to select your target groups and then set up the target group.

IUT255

5-23

© SAP AG

IUT255

5-24


Contents: z SAP CRM Middleware: Overview z Basic SAP CRM Middleware Concepts z Replication and Administration z Data Exchange with External Systems: SAP ERP Systems z Monitoring and Error Handling

¤ SAP AG 2008

© SAP AG

IUT255

6-1

Middleware - General Concepts: Objectives

At the conclusion of this unit, you will be able to: z Analyze the RFC destinations between the SAP CRM and SAP IS-U systems z Identify objects for downloading z Check sites, subscriptions, and publications using the administration console

¤ SAP AG 2006

© SAP AG

IUT255

6-2

Middleware - General Concepts: Overview

Course Overview


Relevant Objects


Contract Management



Initial Download








© SAP AG

IUT255

6-3

Middleware - General Concepts: Business Scenario

z You are responsible for system administration. As a result, you must ensure the integrity of data replication. You have to check the RFC connections and ensure data integrity using the tools available in the middleware (for example, the administration console and monitoring cockpit).

¤ SAP AG 2006

© SAP AG

IUT255

6-4

SAP CRM Middleware: Overview


Basic SAP CRM Middleware Concepts

Replication and Administration

Data Exchange with External Systems: SAP ERP Systems

Monitoring and Error Handling

¤ SAP AG 2008

© SAP AG

IUT255

6-5

Architecture Overview

SAP ERP IS-U/CCS

SAP BW Customer service

Other systems SAP CRM

Mobile Sales

Mobile Sales

Customer service

Mobile Service

¤ SAP AG 2008

Replication and distribution of data to different systems (mobile, SAP ERP...)

The assignment of data to data models (enables the combination of different release levels, such as SAP CRM 3.1 and SAP R/3 4.7)

Filtering of data to be replicated - only data that is required for SAP ERP is replicated.

Distribution of data to mobile devices

© SAP AG

IUT255

6-6

Introduction to SAP CRM Middleware z SAP CRM Middleware:

Software that connects individual applications

SAP product open for other ERP solutions

Integrative part of the mySAP CRM solution

CRM specific

Does not cover all data exchanges with other systems

¤ SAP AG 2008

The SAP CRM Server Is added to the SAP basis system Contains SAP CRM Server Applications and SAP CRM Middleware Contains the SAP CRM database and the consolidated database (CDB, for mobile scenarios)

© SAP AG

IUT255

6-7

System Landscape: Overview Business data

Other systems

Mobile clients Customizing data / Business data

Business data SAP CRM Server

SAP BW Communication station Customizing data / Business data SAP IS-U ¤ SAP AG 2006

SAP CRM server applications such as the interaction center or marketing and campaign management are installed on the SAP CRM Server. You access the SAP CRM application data that is stored in the SAP CRM database. Depending on the solution scenario, you may have to use additional SAP components.

The central component of SAP CRM Middleware is part of the SAP CRM Server. It provides the following: Message control is used for processing all incoming and outgoing messages and forwarding these to the corresponding receiver sites and triggering error handling. The mobile client adapter is used for exchanging data between mobile clients. The ASCII adapter can be used for a file-based initial data transfer of legacy data. The BW adapter provides a connection to SAP BW for data analysis.

Business data (master data, transaction data) and/or Customizing data can be exchanged: Initial load: Business and Customizing data can be transferred in an initial load. After the initial download, the delta download is activated and carried out for every transaction that requires replication.

Sites are senders and receivers of data in a mySAP solution landscape. Adapters are generally used for exchanging data between the SAP CRM Server and connected sites. Examples of sites: Central SAP CRM database, SAP CRM CDB (for mobile scenarios), SAP R/3 DB (SAP IS-U).

© SAP AG

IUT255

6-8

System Landscape: Data Container XML files, IDocs or ASCII files

Other systems

Mobile clients BDoc messages

SAP CRM Server

Data extracts/ Excel workbooks

SAP CRM Middleware SAP BW Communication station Direct access using BAPIs

SAP IS-U ¤ SAP AG 2008

Note: Only data exchange between the SAP CRM server and other systems are displayed; other connections are also possible (for example, between BW and OLTP SAP ERP).

© SAP AG

IUT255

6-9

Integration Approach - Functions

SAP IS-U

z Business partner z Business partner agreements/contract accounts z Contracts z Technical objects SAP CRM z SAP IS-U contacts/SAP CRM activities component B D O C

Distribution Pl ug -in

Data model SAP IS-U

z z z z z z

Billing Invoicing Technical objects FI-CA IDE EDM

Middleware Server B D O C

Data model SAP CRM

Data model SAP CRM

B D O C

Direct access (RFC)

z z z z z z

Call Center Internet Sales Quotations Campaigns Activities …

z Customer overview/environment z IS-U objects for CIC z Transaction calls using action box

Cross-System Customer Fact Sheet ¤ SAP AG 2008

SAP CRM Middleware ensures that configurable business object data (such as customer data) is distributed to different recipients from the sending systems. It also provides refined mechanisms for solving errors and tracking messages. SAP CRM middleware has important business-related advantages. These include an open architecture, efficient data distribution, and a standardized integration process. It also contains a role-based authorization concept.

RFC connections are used for connecting systems with each other and sending/receiving data. The Middleware Server controls the distribution of information and uses BDocs to control data transfers and error handling.

SAP CRM middleware consists of the following components: • The central component of SAP CRM Middleware that is part of the SAP CRM Server. This serves as a message router and controls the flow of messages and different adapters. • The SAP ERP plug-in that is installed on a connected SAP ERP back-end system. This is an interface for exchanging data between an SAP ERP system and SAP solutions.

© SAP AG

IUT255

6-10

Basic CRM Middleware Concepts

CRM Middleware: Overview





¤ SAP AG 2008

© SAP AG

IUT255

6-11

Business Documents (BDocs) - Motivation zIdea: Process / transport business objects as one unit Exchange Customer: "Smith" SAP IS-U

Middleware Broker KNA1 ADRC KNVV ...

SAP IS-U

Middleware Broker

BDoc: "Smith"

¤ SAP AG 2006

Business documents (BDocs) can be used as data containers for processing business objects and transporting them as a unit. This means that the table entries do not have to be processed/transported individually.

© SAP AG

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What are BDocs? zDistinction: KNA1

BDoc type (structure)

ADRC KNVV

Customer BDoc: "Smith" NAME1 = "Smith" NAME2 = "John" KUNNR = “2045” ....

BDoc example (all fields)

BDoc message

Also: "insert" or "delete"

(only contains adjusted fields)

Customer BDoc: "Smith": TASK = "update" Fields: CITY1 = "New York", STREET = "1 Broadway"

¤ SAP AG 2008

In connection with BDocs, you must distinguish between the BDoc type, BDoc instance, and BDoc message: • A BDoc type must be defined for every required business object (for example, contact person, sales order, and so on). A BDoc type contains all fields that make up the corresponding business object. • A BDoc instance is a specific example of a certain BDoc type that contains all field values (for example, the customer 'Smith'). • A BDoc message (short BDoc) contains only "modified" fields. This includes modified and deleted fields. The difference between a BDoc message and a BDoc instance is that only one BDoc instance exists for a business object, but several BDoc messages (with individual IDs) can exist for a BDoc instance. However, when a complete BDoc instance is replicated to a mobile client, a BDoc message is used in which all fields are filled.

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Displaying a BDoc Type: BDoc Modeler BDoc Overview (existing BDoc types in navigation tree):

Detail Area: Information on • Data segments • Mappings • Joins

Segment structure of BDoc type BUPA_MAIN

¤ SAP AG 2008

The BDoc modeler is a tool for displaying, creating and enhancing BDoc categories.

The available BDoc categories are listed in the BDoc overview (navigation tree) of the BDoc modeler. Here, you can display the structure of a BDoc category by selecting and expanding it. The structure displays the hierarchy of the data segments.

Note: Defining and enhancing BDoc categories requires an appropriate level of knowledge about the application. CRM middleware does not contain the business logic for creating or enhancing BDocs. In this case, CRM Middleware is a data container for transporting and processing BDoc messages.

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¤ SAP AG 2008

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Prerequisites for Exchanging Data with SAP IS-U

z Communication settings are defined in the SAP IS-U

and SAP CRM systems z Object-specific Customizing z For more information, see the SAP CRM Setup and

Load Guide, or the SAP Solution Manager

¤ SAP AG 2006

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Typical Customizing Steps

z Structure of SAP CRM Middleware z Communication setup

Definition of logical systems

Definition of RFC destinations

Definition of Middleware parameters

Definition of sites and subscriptions

z Queue setup z Error Handler setup z Customizing CRM server applications ¤ SAP AG 2004

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Set Up Logical Systems

z To ensure data distribution, you must create every system (for example SAP IS-U, SAP BW, and SAP CRM) as a logical system.

In SAP CRM, SAP BW and SAP IS-U are created as logical systems

In SAP IS-U, SAP BW and SAP CRM are created as logical systems

In SAP BW, SAP CRM and SAP IS-U are created as logical systems

z Example: SAP CRM IDES

Logical system for SAP BW: BW_00_700

Logical system for SAP IS-U: UT_00_770

¤ SAP AG 2008

Logical system: Application system within which the applications work together on a joint data basis. From an SAP viewpoint, a logical system is a client.

The logical system is relevant for the following SAP areas: • Communication takes place between two or more logical systems. • ALE business process (such as cost center accounting): Definition of system in which a certain application runs. Master data changes (for example) should be executed only in this system. • Business Object Repository: The key for a workflow object always contains the logical system in which the object is located.

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Communication: SAP CRM Middleware / SAP IS-U

SAP CRM Server

SAP IS-U

RFC destination

ERP

RFC destination

CRM

Client

770

Client

770

User*

CRM

User*

CRM

Password*

*********

Password*

*********

RFC

z

Create RFC destinations for participating systems

z

Create sites

z

Assign RFC connections to sites

* These specifications are not required in connection with trusted systems

¤ SAP AG 2008

Create RFC destinations for all systems (SAP CRM, SAP ERP back-end systems): In SAP CRM, you maintain RFC destinations by choosing: Tools > Customizing > IMG > Project Administration > SAP Reference IMG > Customer Relationship Management > CRM Middleware and Related Components > Communication Setup > Define RFC Destinations (transaction SM59). An RFC destination that is already assigned to an existing SAP ERP back-end system must not be changed. A CPI-C user (CPI-C = common programming interface for communication) increases security since you cannot log onto an SAP ERP back-end system as a dialog user. This user is used for SAP support dialog users. In addition to this, you must define a logical system for clients in the SAP ERP backend using the Customizing transaction SALE for ALE settings. (Note: ALE is not used for the data exchange between the SAP ERP backend and the SAP CRM Middleware.)

Maintain RFC destination for the partner system: In the SAP ERP backend, you must enter the RFC destination of the SAP CRM system in the table CRMRFCPAR. If an ERP site is created on the SAP CRM server using the administration console, you can enter an existing SAP ERP RFC destination. The logical system is automatically allocated.

For further information see the SAP CRM Setup and Load Guide, or the SAP Solution Manager.

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RFC Connection from SAP IS-U to SAP CRM

Transaction SM59 (SAP IS-U): RFC destination CRM_00_770

SAP CRM destination

RFC destination

CRM_00_770

Connection type

3 (R/3 connection)

The name of the RFC

… Target machine

iwdf9078.wdf.sap…

identical to the name of the

… Trusted system

destination should be

Yes

logical system.

Language Client

770

User

¤ SAP AG 2006

You define the technical parameters for the RFC destinations in SAP IS-U. •

RFC destination

•

Target machine

•

Client

…

The RFC destination parameters control the Remote Function Call.

The name of the RFC destination should be identical to the name of the logical system.

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RFC Connection from SAP CRM to SAP IS-U

Transaction SM59 (SAP CRM): RFC Destination UT_00_770

SAP IS-U Destination

RFC destination

UT_00_770

Connection type

3 (R/3 connection)

The name of the RFC

… Target machine

iwdf2911.wdf.sap…

identical to the name of the

… Trusted system

destination has to be

Yes

logical system.

Language Client

770

User

¤ SAP AG 2004

In the SAP CRM server, you must enter a destination for every SAP R/3 target system (for example, R/3 ERP backend, BW or APO)

In SAP CRM, you also define technical parameters •

RFC destination

•

Connection type

•

Target machine

•

System number

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RFC Connections: Examples

UT_00_770 BW_00_770 .................

WORKFLOW_LOCAL_010 WORKFLOW_LOCAL_015 IACOR_IWDF8799_DTU-770_ITS

……………………………….

IACOR_IWDF8799_DTU-770_WWW SAPHTTP SAPHTTPA ……………

¤ SAP AG 2008

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SAP CRM Middleware Monitoring Cockpit (I) Transaction SMWP (SAP CRM):

Navigation to SAP IS-U Table CRMRFCPAR

¤ SAP AG 2008

You can call the SAP CRM Middleware Monitoring Cockpit from the menu (SAP CRM): • Architecture and Technology Æ Middleware Æ Monitoring Æ Monitoring Cockpit (transaction code SMWP)

Central Monitoring Æ

To display the most recent data, you must schedule two background processes: • SMWP_BATCH for updating the runtime information displayed • SMWP_GE_BATCH for updating generation (=design time)

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SAP CRM Middleware Monitoring Cockpit (II) Navigation platform for accessing administration and monitoring tools Provides status information

Generation information

Runtime information

z Details on generated objects

z Data exchange with the OLTP

z BDoc types z Replication objects z Publications

z SAP ERP System and accompanying communication parameters z Data in replication and realignment queues z Data on the processing status of BDoc messages z Data for table CRMRFCPAR

¤ SAP AG 2008

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Replication and Administration z Data distribution is defined in a replication model z The replication model is defined in the administration console z Replication and realignment via sites (using publications and subscription)

E

Site E (Non-SAP system)

D Admin. Console

A

B

C

Site D (SAP IS-U)

Sites A-C (Mobile clients)

¤ SAP AG 2008

Replication takes place in a star-shaped pattern from the SAP CRM Server to the mobile clients (site A, B and C), SAP ERP back ends (site D), or non-SAP back ends.

There is no hierarchy in this system. This means that data is only stored in the SAP CRM database and in the local client databases. Data is not stored at an 'interim level', which can then be used to control data distribution.

Data is replicated to the sites (local databases) and not distributed to individual persons.

The rules for data replication are defined by a replication model. The model is created and managed in the administration console.

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Site Concept z Idea:

Every receiver is represented by a site

Different site types

Replication administration: Site A

Site B

Site C

Mobile Client

SAP IS-U

SAP BW

Site D

External SAP system

z Result:

Data replication to other systems can be managed in a uniform way

¤ SAP AG 2008

Every message receiver is represented by a site in the SAP CRM Middleware. There is a 1:1 relationship between sites and physical receivers. Sites are the only addressable units for replication (not users). They are identified by a global, unique ID - the GUID.

Every site belongs to a certain site type. Sites that have the same type use the same adapter for the data exchange between the SAP CRM Server and the sites. SAP provides several standard types: CRM, CDB, R/3, mobile client, external interface for XML, external interface for IDocs. A site that represents an R/3 back end (such as SAP IS-U) belongs to the site type R/3.

Sites are systems that are included in the replication. They must be maintained as part of the replication administration in the administration console. You can use a transaction on the SAP CRM server to call the administration console: Architecture and Technology -> Middleware -> Administration -> Administration Console (transaction code SMOEAC).

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Publisher-Subscriber Concept Publication = Grouping of BDocs from an application point of view Publications

Material master Business partner

Subscriber Subscription = Assigning subscribers to publications and specifying field values ¤ SAP AG 2006

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The Administration Console

z Replication Customizing

Replication object

Publications

z Site and mobile client user management (employees) z Replication Administration

Administration console

Subscriptions

z Data extraction

¤ SAP AG 2006

The administration console is essentially used for: • Setting up and maintaining the replication process, in other words, maintaining replication objects, publications, and subscriptions • Administering mobile employees (users) and their passwords • Defining sites and representing data recipients logically within SAP CRM Middleware • Assigning employees to sites (only for mobile client sites) • Defining and administering organization structures

You can use the extraction function to extract all or some data for a mobile client. This could be important, for example, if a mobile client has to be replaced.

Menu (SAP CRM): Architecture and Technology -> Middleware -> Administration -> Administration Console (transaction code SMOEAC)

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Data Exchange with External Systems: SAP R/3 Systems






¤ SAP AG 2008

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Type of Data Exchange

Different types of data exchange

SAP IS-U

SAP CRM Server SAP ERP

z Loading data to and from an SAP CRM system:

Initial data load: Customizing and business data

Delta data load: Business data only

Synchronization: Customizing and business data

¤ SAP AG 2008

There are the following types of data transfer to and from the SAP CRM system and SAP ERP back ends: • Initial data load (business data and Customizing data): After the installation of SAP CRM Middleware, all data required from external systems (predefined objects) is transferred as mass data to the SAP CRM server. Note: Business data also contains conditions. • Delta data load (business data only): During normal operation, only delta data is transferred from the external system. If, for example, the business partner is changed in an external system, only the changes are transferred to the SAP CRM Server. • Synchronization (Customizing data): Synchronization can be used to update changes made to Customizing objects to the SAP ERP back-end system or the SAP CRM database using the CDB. This type of data exchange is only available for Customizing data and must be started manually. This means that there is no automatic delta mechanism for Customizing objects.

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Load Filtering Criteria for object-specific filter: Business Objects Name Description

Filter settings Ç Ç Ç Ç Ç Ç Ç Ç

Attributes Classification: Attributes Bill of material Bill of material Contact Contact person master Customer Customer master Equipment Service equipment Material Material master Sales document Sales documents ... Object Filter ... Settings

Table

Field

OI

Low

KNA1

KTOKD

EQ

0006

Inactive ;

High Filtering: ERP => CRM

CRM => ERP

Initial Data Load

Load Filtering

No Initial Data Load

Delta Load

Load Filtering

Filter in AC

¤ SAP AG 2008

Filter settings are part of Customizing settings.

When data is filtered in the source system (in the ERP back-end), the filters are used before the data is sent to the CRM Server. This reduces the movement of data between the ERP back-end and the CRM Server. The filters can also be used for delta data loads (ERP back-end to CRM Server). Note: Not all business objects support this function.

This concept is new in CRM Release 3.0.

Filter settings must be activated manually. For further information, see the documentation in the application.

You can filter the objects to be transferred between the CRM and SAP ERP back ends using filter criteria. These criteria are used for data transfers (initial or delta) from an SAP ERP back end to the adapter objects.

Filter options enable you to filter business objects in the source and/or target. Business data is normally filtered in the source. Customizing data, materials, or conditions can only be filtered in the source. Filtering data means that less data is transferred to the CRM server.

When a filter entry is saved, the data transfer to the plug-in in the ERP backend is triggered automatically.

You can find the transaction for defining filter criteria under: Middleware Æҏ Data Exchange ÆҏObject Management ÆҏBusiness Objects (R3AC1) / Customizing Objects (R3AC3) / Condition Objects (R3AC5).

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Start and Monitor Initial Data Load

Start Initial Load Load Object

BUPA_MAIN

Source Site (Sender) CRM_DEFAULT_DESTINATION Target Site (Recip.)

iwdf2911.wdf.sap…

z Select the objects loaded from the SAP ERP system or the SAP CRM system z Select source and target sites z Start initial data load

Monitoring z Monitor objects: Transaction R3AM1 (SAP CRM) z SAP CRM Middleware Monitoring Cockpit ¤ SAP AG 2008

You can find the transaction for starting the initial data upload under: Architecture and Technology Æ Middleware Æ Data Exchange Æ Initial Load Æ Start (transaction code R3AS).

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Initial Data Load – Overview

z The initial data load is the basis for constant synchronization between the SAP ERP system and the SAP CRM Middleware z Modifications are immediately sent to the receivers

SAP CRM Middleware

z All predefined business objects z Customizing z qRFC is used for serialization


After a successful initial data load, the delta load is activated.

Delta loads enable you to constantly synchronize predefined adapter objects (except Customizing data) between the SAP ERP back ends and the SAP CRM server. This means that data updates are immediately sent to the SAP CRM server. The data received is automatically processed. qRFC is used for serialization.

Delta loads can also originate from data transfers from the SAP CRM Server to an SAP ERP back end. In this case, the SAP R/3 site subscriptions must be allocated so that they can receive data.

In the case of mobile bridges, changes to the SAP CRM database are sent automatically to the CDB via the BDoc flow. Mobile bridges map messaging BDoc messages to synchronization BDoc messages.

For more information about the general analysis of delta uploads from the SAP ERP back end to the SAP CRM Server, see SAP Note 430980. You can find information on the analysis of delta uploads from the SAP CRM Server to the SAP ERP back end in the SAP Note 431345.

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Basic SAP CRM Middleware Concepts




¤ SAP AG 2008

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Display BDoc Messages Transaction SMW01 (SAP CRM):

BDoc Status BDoc Type

BDoc Processing Status

Flow Context Descript.

BDoc Message Error/Recipient

Send Date

Send Time

Display Classic Part

Sender Site Name

Display Data Part

Queue Name

Display MW Trace

BDoc Flow Context

¤ SAP AG 2008

You can find the transaction for the Middleware trace under: Middleware Æ Monitoring Æ Message Flow Æ Display BDoc Messages (SMW01).

The Display BDoc Messages function displays a list of all BDoc messages. The following data is displayed: • The BDoc ID, the BDoc type, the BDoc status, the flow context, the queue name as well as the date and time the BDoc message was sent. • The flow trace, the data and error segments, the service in which the error occurred (last service reached) and the receiver list

Messages that have been successfully processed have a green traffic light; messages in process are marked with a yellow traffic light and messages for which processing was terminated with an error are red.

If a message is being processed and is not completed within the appropriate amount of time, it can be started again, displayed or deleted. A BDoc message can be processed in the following ways: • Mark as deleted (the deletion of BDoc messages can lead to inconsistencies) • Repeat processing (this can lead to inconsistent data since the same instance may have already been run in the system via other BDoc messages)

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Monitoring Inbound and Outbound Queues Client 800 ; 800 ... ...

Cl.

Queue Name

Target

... CRM_SITE_0000000002 ...

... ... CRM_SITE_ 0000000002 14 ... ...

Queue Name

... Status

800 CRM_SITE_0000000002

Cl.

User

800 CONN_MSA_MSE 800 CONN_MSA_MSE ... ...

Entries

1. Date

1. Time

... Nosend 2.1.2001 7:31

Next Date 5.1.2001

Function module

...

Date

Time

client_employee_write client_employee_write ...

... ... ...

2.1.2001 3.1.2001 ...

7:31 8:23 ...

NxtTime 9:14

z Normal condition: No incorrect entries in the queues ¤ SAP AG 2004

The BDoc message flow in the SAP CRM Middleware is processed by message flow control. Incoming messages that are not BDoc messages are converted to BDoc messages by the inbound adapter before they are forwarded to the flow control. You can also create additional BDoc types and services. The flow control forwards BDoc messages to adapters and services based on the message flow definition. These then process the business data contained in the messages.

Adapters transfer incoming and outgoing messages to and from the SAP CRM server. Services provide a specific function, which cannot be used for messages: The SAP CRM service validates data. The replication service supplies every site with the necessary data, based on the rules defined in the administration console. Mapping services map messaging BDoc types to synchronization BDoc types and vice versa.

Inbound and outbound queues in the networked systems must be monitored.Inbound queue: Architecture and Technology -> Middleware -> Monitoring -> Queues -> Display RFC Inbound Queues (transaction code SMQ2)Outbound queue: Architecture and Technology -> Middleware -> Monitoring -> Queues -> Display RFC Outbound Queues (transaction code SMQ1)

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Tips for Error Analysis 1. Check the display of BDoc messages including Middleware trace information 2. Check outbound queue 3. Check table BDOC_TRACK in the SAP ERP system 4. Check outbound queue of the SAP ERP system 5. Check inbound queue of the SAP CRM system SAP CRM Server Outbound queue

SAP ERP system Delta load

Data upload to application

2.

3.

1. Inbound queue

5.

Status information

Outbound queue

4.

¤ SAP AG 2008

Possible error situation: A business object has been changed on an SAP CRM Server but has not been received in the SAP ERP back end (delta load).

When transfer errors occur, check the following: •

Choose the Display BDoc Messages function and check the error segments, the Middleware trace information, and the message content.

•

Check the outbound queue.

•

Check the outbound queue of the SAP ERP back end.

•

Check the inbound queue of the SAP CRM system.

Check the RFC destination and the logical system allocated to your site (in the administration console), as well as the SAP CRM Middleware parameter settings in the SAP CRM system and the SAP ERP back end (for example, table CRMRFCPAR).

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SAP CRM Middleware Information Service Marketplace Quick Links z /developmentnews z /CRM

Development News

z z z z

Release Notes

/releasenotes /instguides /notes /sizing

SAP CRM Integration Services under > Solution Library > CRM Powered by NetWeaver > Process Integration > CRM Integration Services Installation and upgrade guides, incl. setup and load guide SAP Notes search SAP SAP CRM hardware requirements: Media Library > Literature

Knowledge Warehouse (SAP Library) z Help Portal:

http://help.sap.com > SAP Business Suite > SAP Customer Relationship Mgmt.

z Help (SAP GUI):

Help > SAP Library > SAP CRM > SAP CRM Powered by SAP NetWeaver > Process Integration > CRM Integration Services > CRM Middleware

Training z Partner Course TACRM5 MySAP CRM Mobile Sales + Service z Customer courses CR500, WDECR1 z Special Workshops (BW Integration, Performance, BDoc Modeler etc.) ¤ SAP AG 2008

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Middleware - General Concepts: Summary

You are now able to: z Analyze the RFC destinations between the SAP CRM and SAP IS-U systems z Identify objects for downloading z Check sites, subscriptions and publications using the administration console

¤ SAP AG 2008

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Middleware: General Concepts - Exercises

Unit:

Middleware

Topic:

General Concepts

At the conclusion of these exercises, you will be able to: •

Analyze the RFC destinations between both systems

•

Identify objects for downloading

•

Check sites, subscriptions, and publications using the administration console

You are responsible for system administration. As a result, you must guarantee the integrity of data replication. You have to check the RFC connections and ensure data integrity using the tools available in the middleware (for example, the administration console and portal).

3-1-1

RFC Connections 3-1-1-1

You are in the back end (SAP IS-U) of the integrated system landscape. Which transaction and table can you use to determine different RFC parameters? Which RFC destination is maintained for the SAP CRM system?

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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3-1-1-2

What is the path for the Middleware monitoring cockpit in the SAP CRM system? Which standard entries in SAP CRM are available for the related back-end system (SAP R/3)? Name the destination and the consumer. Note: The RFC connection is normally maintained using transaction SM59. This is locked for security reasons. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-1-2

Administration Console 3-1-2-1

Name the basic range of functions contained in the administration console in the SAP CRM system? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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3-1-2-2

What do the keywords publication, subscription, and sites mean in connection with the administration console? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-1-2-3

Go to the administration console and determine the CRM_Default_Destination for the subscription IS-U contract. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-1-3

Initial and Delta Download Including Filters 3-1-3-1

What are initial and delta downloads?

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ 3-1-3-2 © SAP AG

Name the three object types that are affected by a download? IUT255

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____________________________________________________ ____________________________________________________ 3-1-3-3

You want to download a business partner, business agreement, point of delivery, connection object, regional structure, item type, and the condition A006 from the SAP R/3 back-end system. Which objects do you have to process? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-1-3-4

Determine the filter setting for the object BUPA_MAIN (business partner). ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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3-1-3-5

Which transaction can you use to identify and analyze errors during a download or an upload? ____________________________________________________ ____________________________________________________

3-1-3-6

What are inbound and outbound queues, and what are the names of the two transactions that belong to them? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-1-3-7

Which concept guarantees the replication of complete business objects? Give an example. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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General Middleware Concepts - Solutions

Unit:

Middleware

Topic: General Concepts

3-1-1

RFC Connections 3-1-1-1

You are in the back-end (SAP IS-U) of the integrated system landscape. Which transaction and table can you use to determine different RFC parameters? Which RFC destination is maintained for the SAP CRM system? Select System Æ Services Æ Table Maintenance Æ Extended Table Maintenance (transaction SM30). Enter table CRMRFCPAR and choose Display. The standard destination is: CRM_00_770

3-1-1-2

What is the path for the Middleware monitoring cockpit in the SAP CRM system? Which standard entries in SAP CRM are available for the related back-end system (SAP R/3)? Name the destination and the consumer. Note: The RFC connection is normally maintained using transaction SM59. This is locked for security reasons. On the SAP Easy Access screen, choose Architecture and Technology ĺ Middleware ĺ Monitoring ĺ Central Monitoring ĺ Monitoring Cockpit, or transaction SMWP. Open the following nodes: Runtime Information Æ Adapter Status Information Æ Parameters in R/3 Backend(s) Æ CRM_DEFAULT_DESTINATION Æ Parameters for Object Load Management. Choose the default entry. The entries can be found in the destination and user columns.

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3-1-2

Administration Console 3-1-2-1

Name the basic range of functions contained in the administration console in the SAP CRM system? The administration console accesses data and function modules in the SAP CRM system. These modules contain the functions that control the areas influenced by the administration console: A large part of the administration console organizes and determines the distribution of data to mobile employees who process their own datasets offline. The administration console also defines and controls the exchange of data between the SAP CRM server and external systems (for example, the Business Information Warehouse). The administration console can be used to store and manage organizational structures on the SAP CRM server. Employees working remotely are managed with their user names and passwords.

3-1-2-2

What do the keywords publication, subscription, and sites mean in connection with the administration console? Sites: Sites are receivers or suppliers of data for replication that must be defined on the SAP CRM server. Subscriptions: For data to be exchanged with an SAP R/3 back-end system, an SAP R/3 system must be created as an R/3 site in the distribution model. Here, the SAP R/3 system is given further attributes such as the RFC destination. Finally, distribution rules have to be set (subscriptions). These determine which data the SAP R/3 system is to receive. Publications: Publications can be described as data containers in which data is grouped together logically. Replication objects can be assigned to a publication. Publications are defined so that they can be retrieved for subscriptions. You can use these to subscribe sites (datasets) for the previously defined publications and enter specific values in the criteria fields. To display publications that have already been defined, choose the Publications object type from the Object Type selection list and choose . The publications already created are displayed in the navigation window.

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3-1-2-3

Go to the administration console and determine the CRM_Default_Destination for the subscription IS-U contract. In the SAP CRM system, choose Architecture and Technology ĺ Middleware ĺ Administration ĺ Administration Console or call transaction SMOEAC. Enter the Subscription object type, choose the glasses icon, and select IS-U Contracts by double-clicking it. You can now see that CRM_DEFAULT_DESTINATION is the assigned site and the RFC connection UT_00_770 has been assigned under the site attribute. This means that all contracts created in SAP CRM are automatically replicated to the SAP IS-U system.

3-1-3

Initial and Delta Download Including Filters 3-1-3-1

What are initial and delta downloads? At the start of a project, all relevant objects must be loaded from the SAP R/3 back-end system (SAP IS-U) to the SAP CRM system. This is the initial download. Further downloads of the same objects are known as delta downloads.

3-1-3-2

Name the three object types that are affected by a download? In the SAP CRM system, choose Architecture and Technology Æ Middleware Æ Data Exchange Æ Object Management. The following objects are affected: Business objects Customizing objects Condition objects

3-1-3-3

You want to download a business partner, business agreement, point of delivery, connection object, regional structure, item type, and the condition A006 from the SAP R/3 back-end system. Which objects do you have to process? Go to the relevant transactions for the business objects, customizing objects, and condition objects:

© SAP AG

Business partner:

BUPA_MAIN

Business agreement:

BUAG_MAIN

Point of delivery:

SI_POD

Connection object:

SI_CONNOBJ

Regional structure:

DNL_CUST_ADDR

Item type and condition A006:

DNL_COND_A006.

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3-1-3-4

Determine the filter setting for the object BUPA_MAIN (business partner). Select the entry CRM_DEFAULT_DESTINATION. On the Filter Settings tab page, you can see that the Partner field in table BUT000 is filtered for the values ISU, IUT, and IST. Specific number ranges are also defined as filters. Note: Only business partners that have keys corresponding to the entries in transaction R3AC1 (for example, start with ISU, IUT, or IST) are replicated from SAP CRM to SAP IS-U and vice versa.

3-1-3-5

Which transaction can you use to identify and analyze errors during a download or an upload? Transaction SMW01

3-1-3-6

What are inbound and outbound queues, and what are the names of the two transactions that belong to them? Before an object is replicated to the corresponding back end, it is written to the appropriate queues. SMQ1: Outbound BDOC SMQ2: Inbound BDOC

3-1-3-7

Which concept guarantees the replication of complete business objects? Give an example. Business documents (Bdocs) ensure that complete objects, such as business partners and contract accounts, are replicated from the source to the target system with all the accompanying table contents.

© SAP AG

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Contents: z Replication of IS-U Objects: Overview z Replication of IS-U Objects: Technical Objects z Replication of IS-U Objects: Business Objects

¤ SAP AG 2006

© SAP AG

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7-1

Middleware Replication: Integration of Business Partners and Technical Objects - Objectives

At the conclusion of this unit, you will be able to: z Create business partner master data for sales processes z Check replicated data z Explain the business partner and contract account concept in IS-U and CRM

¤ SAP AG 2006

© SAP AG

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7-2

Middleware Replication: Integration of Business Partners and Technical Objects - Overview

Course Overview


Relevant Objects


Contract Management



Initial Download







¤ SAP AG 2008

© SAP AG

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7-3

Middleware - General Concepts: Business Scenario

z Your company has a new customer. You are responsible for updating the company database. First of all, you have to create a business partner and a business partner agreement in SAP CRM. You must also check whether the data is successfully replicated to the IS-U system.

¤ SAP AG 2006

© SAP AG

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7-4

Replication of SAP IS-U Objects: Overview


Replication of SAP IS-U Objects: Technical Objects

Replication of SAP IS-U Objects: Business Objects

¤ SAP AG 2008

© SAP AG

IUT255

7-5

Integration: Data Model

SAP IS-U

SAP CRM

Business Partner

Business Partner

Contract Account

Bill

Business Agreement

Contract

Billing

Contract

Installation

Premise

Connection Object

PoD & Premise

Connection Object

PoD

¤ SAP AG 2008

The slide describes the connection between several objects in SAP IS-U and the accompanying objects in SAP CRM. The integration solution guarantees the consistency between the objects in both systems; for example, changes to the SAP IS-U contract trigger changes to the corresponding contract items in SAP CRM, and back.

Replication of SAP IS-U objects •

Technical objects: - Connection objects - Points of delivery, premises

•

Business objects: - Business partner, business partner relationships - Contract accounts

© SAP AG

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Replication of IS-U Objects: Relevant BDoc Types

SAP IS-U BUPA_MAIN Business Partner Contract Account

Contract

BUPA_REL

BUAG_MAIN

SI_CONTRACT

PoD

Connection Object

SI_POD

SI_CONNOBJ

¤ SAP AG 2004

Variouis BDoc types must be taken into account, depending on which scenario is to be implemented. Different integration approaches are possible.

© SAP AG

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¤ SAP AG 2008

© SAP AG

IUT255

7-8

Installation (IBase): Terminology IBase

Multi-level component structure for managing products internally and at the customer company. The IBase describes the structures of these products and their components (comprehensive view of customer configuration). The IBase can be the reference base for service processing.

IBase Component

Component of a base. There are different possible component types such as product components, text components, IBase or an individual object. For components in the Utilities area (technical objects, such as the connection object), this is always the individual object category.

Individual Object

Used to uniquely identify specific, individual objects and track them in the business processes. In the Utilities area this is used to address a certain technical construct.

Object Family

An object family is a group of individual objects. Components are allocated to an object family. The following object families are relevant for IS-U: 0101 -> Connection objects 0102 -> Points of delivery

¤ SAP AG 2004

© SAP AG

IUT255

7-9

IBase: IBase Hierarchy - Example

IBase

Connection Object

Walldorf, Main Street 10

PoD & Premise

2nd Floor, Electricity Division

PoD & Premise

2nd Floor, Gas Division

PoD & Premise

3rd Floor, Electricity Division

¤ SAP AG 2008

© SAP AG

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7-10

IBase: Maintenance of IBase Objects

SAP IS-U

Creation, maintenance and display of objects

Replication in SAP CRM via initial and delta download

SAP CRM

Creation and display of objects in SAP CRM Interaction Center possible (special workspaces available) Generic IBase transactions (IB52, IB53) in SAP CRM only display objects

As of SAP CRM 4.0 and SAP IS-U 4.71 it is also possible to upload objects into SAP IS-U without a service contract Upload of objects with the BDoc categoies SI_CONNOBJ and/or SI_POD, also without contract (BUS_TRANS_MSG) = Customizing setting

¤ SAP AG 2008

© SAP AG

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7-11

IBase: Prerequisites for Initial (Down) Load 9 Check the IBase category IU and the assigned families

0101 (connection objects)

0102 (points of delivery)

9 Setup product hierarchy and product categories

Check whether hierarchy and basis category exist for technical objects (transaction COMM_HIERARCHY)

Create new categories for connection objects and points of delivery (transaction COMMPROBJ)

9 Setup number ranges for connection object and point of delivery objects 9 Initial download of regional structure 9 Setup filters and block size for BDoc types

SI_CONNOBJ (connection objects)

SI_POD (points of delivery)

9 Download sequence: SI_CONNOBJ before SI_POD ¤ SAP AG 2008

© SAP AG

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IBase: Upload of Technical Objects Without Contract

SAP CRM

SAP IS-U

2

3 Master Data Template 1

4

Parameter 1

Connection Object

Parameter 1

6

5

1

Connection Object

SAP IS-U Key of Conn.Obj.

PoD

Master Data Template 2 Parameter 2

Connection Object

Parameter 2

Premise

7 SAP IS-U Key of PoD

PoD*

¤ SAP AG 2008

In the Customizing table ECRM_ISU_PARAMS (SAP CRM) you can define whether the technical objects created in SAP CRM are only to be replicated together with the contract, or whether these are also to be replicated to SAP IS-U irrespective of the contract.

The following process flow exists for the upload in the "Upload Technical SAP IS-U Objects Without Contract" variant (technical objects that exist in SAP IS-U (connection objects and the points of delivery allocated to them) can be copied to the SAP CRM system by using a download): In SAP CRM, the connection object and point of delivery (including premise data) IBase components are created and saved. Data for the connection object is created first of all in SAP IS-U, using a master data template. The key for the SAP IS-U connection object is returned to the IBase component in SAP CRM. As soon as this data is created in SAP IS-U, a second master data template is used to create data for the premise, installation, and point of delivery. At the same time, this data is allocated to the connection object that was created in the previous step. The key for the SAP IS-U premise and point of delivery is returned to the IBase component in SAP CRM.

* To simplify matters the installation was omitted from the graphic.

© SAP AG

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IBase: Uploading Technical Objects from the Contract

SAP CRM Service contract

2

3

SAP IS-U

4

Product

Item 10

Master data template 1 Parameter 3 Parameter 4

Parameter 1 Parameter 2

Connection object* PoD*

Connection obj.

1

Master data template 2

5

PoD Parameter 3 Parameter 4


Business partner Contract

6

Connection object* SAP IS-U key for CO and POD SAP IS-U contract key

PoD*

¤ SAP AG 2008

In Customizing table ECRM_ISU_PARAMS (SAP CRM), you can define whether the technical objects created in SAP CRM are only to be replicated together with the contract, or whether these are also to be replicated to SAP IS-U irrespective of the contract.

In the "Upload Technical SAP IS-U Objects Using Contract" variant, the following flow arises for the upload (a download can be used to copy technical objects that exist in SAP IS-U (connection objects and their allocated points of delivery) to the SAP CRM system): Once the contract is saved in SAP CRM, the master data generator creates the technical objects that were replicated in SAP IS-U as new technical constructs (connection object, premise, installation and point of delivery). You first create the data for the connection object and point of delivery in SAP IS-U using a master data template. You use a second master data template to create data for the business partner and contract. Once this data has been created, you use the second master data template to assign the connection object and point of delivery to the contract in SAP IS-U. A contract number is also created in SAP IS-U. This SAP IS-U contract number is replicated to the SAP CRM service contract item. In the SAP CRM system, the status of the service contract item changes from 'Open' to 'Replication Completed'.

* To simplify matters, the installation and premise were omitted from the graphic.

© SAP AG

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IBase: Upload of Technical Objects - Master Data Templates z Technical objects are created in IS-U using the master data generator

Upload of technical objects, using contract

• Master data template categories CRMCONNOBJ_ALONE and CRM_POD_INST • The corresponding template is allocated using SAP IS-U Customizing: Customer Service -> CRM Integration -> Allocate Master Data Template to Object Family for Uploading Technical Objects

OR

Upload of technical objects, without contract

• Master data template category CRMTECHOBJ • The corresponding template (of the type CRMTECHOBJ) is allocated using the CRM product in SAP IS-U Customizing: Customer Service -> CRM Integration -> Define Master Data Template for Generating Technical Objects for CRM Products

¤ SAP AG 2004

As of SAP CRM 4.0 and SAP IS-U 4.71, you can upload technical objects without a contract.

Naming for data transfer from parameters to the master data generator •

You can use the fields from the BAPI structures BAPI_EHAU* and BAPI_EUI*. "BAPI"_ is omitted, "-" is replaced by "_" - Example: BAPI_EHAU-SWERK => EHAU_SWERK

•

Repetition groups (several values possible): Line numbers added as suffix - Example: EUISERVICE_SERVICE_2 (second service at PoD level)

© SAP AG

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¤ SAP AG 2008

© SAP AG

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7-16

Business Partner: SD Customer and BP in IS-U z When you create a contract partner or prospective customer in IS-U, you can also create an SD customer in the background. The standard customer can:

Take advantage of services

Purchase goods

z A standard customer is created based on a predefined reference customer z Different integration scenarios are possible:

SD billing documents can be posted in FI-CA

SD billing document requests can be integrated in the IS-U bill

Initial situation in the back-end system (before inclusion of SAP CRM)

¤ SAP AG 2008

© SAP AG

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Business Partner: Supported Scenarios

IS-U / SDIS-U SAP

CRM SAP

Contract partner without SD

Sold-to party

Contract partner with SD

Sold-to-party (incl. sales area)

Prospective customer without SD Download Prospective customer with SD

prospective customer

General business partner

CRM

Prospective customer (incl. sales area) General business partner Not supported

SD customer without IS-U BP

Contract partner with/without SD Prospective customer with/without SD General business partner SD customer without SAP IS-U BP not supported

Sold-to-party with/without sales area Prospective customer Upload with/without sales area General business partner Sold-to-party/prospective customer

No replication of installers ¤ SAP AG 2008

© SAP AG

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Business Partner: Mapping Data Structures

SAP CRM

SAP IS-U Central Data *

Central Data *

Address data

Address data

Personal data

Personal data

Bank details

Bank details

SAP IS-U BP 4711

SAP CRM BP 4711 SAP CRM-spec. data

SAP R/3 SD Sales

SD Customer 4711 z

Shipping

No exchange of SAP IS-U data, except for social security number, driver's license number, and so on

Invoicing...

¤ SAP AG 2004

© SAP AG

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Business Partner: Prerequisites for Initial (Down) Load

9 9 9 9 9 9 9 9

Initial load for regional structure Initial load for banking master Initial load for Customizing tables Set up organizational structure Map field control Check/compare BP customizing settings in OLTP and CRM Synchronize number ranges Check event tables

¤ SAP AG 2004

© SAP AG

IUT255

7-20

BP: Initial (Down)Load – Synchronization of Number Ranges Create BP 100044 (BP grouping ISU1)

SAP IS-U BP Group

Number Range

ISU1

01

ISU2

02

SAP CRM

Download BP 100044 (BP grouping CRM1)

BP Group

Number Range

100000 -199999 (int.)

CRM1

C1

100000 -199999 (ext.)

200000 -299999 (ext.)

CRM2

C2

200000 -299999 (ext.)

Reference Customer

SAP ERP SD Account Group

Number Range

SD1

A1

100000 -199999 (ext.)

SD2

A2

200000 -299999 (ext.)

Create SD customer 100044 based on (account group SD1) reference customer ¤ SAP AG 2008

To ensure that business partner numbers are identical when business partners are downloaded from the back-end system, you must create an external number range in SAP CRM with the same range as each internal (and external) number range in SAP IS-U and assign it to a grouping. When data is downloaded, the system automatically selects a grouping, which has been allocated this number range.

Set up the areas in such a way that there is enough space for long-term operation.

During the initial download, you must temporarily make all number ranges external. This ensures that all business partners are created with the same number. As in a delta download, the system searches for a grouping that has been allocated a corresponding number range.

When business partners are downloaded from the back end, function modules that are managed in event tables (such as CRMC_BUT_CALL_FU) are processed in SAP CRM.

© SAP AG

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BP: Initial (Up) Load - Synchronizing Number Ranges Upload BP 300022 (BP Grouping ISU3)

SAP IS-U BP Group

Number Range

ISU3

03

ISU4

04

SAP CRM BP Group

Number Range

300000 -399999 (ext.)

CRM3

C3

300000 -399999 (int.)

400000 -499999 (ext.)

CRM4

C4

400000 -499999 (ext.)

SAP ERP SD Account Group

Create BP 300022 (BP Grouping CRM3) Classification: Customer

TC PIDE (OLTP)

Number Range

Classification

Account Group

SD3

A3

300000 -399999 (ext.)

Customer

SD3

SD4

A4

400000 -499999 (ext.)

Prospect

SD8

Upload SD Customer 300022 (account group SD3), based on classification

Determination of account group SD3 in SD

¤ SAP AG 2008

To ensure that business partner numbers are identical when business partners are uploaded from the SAP CRM system, you must create an external number range in SAP IS-U with the same range as each internal (and external) number range in SAP CRM and assign it to a grouping. When data is uploaded, the system automatically selects a grouping that has been assigned to this number range. Set up the areas in such a way that there is enough space for long-term operation.

In the same way that number ranges are set, an account group is selected when a business partner is created in SAP CRM. An external number range (number range object DEBITOR) that is assigned an account group (SAP IS-U table T077D) must exist for each number used for creating a business partner in SAP CRM. You assign this account group to the business partner classification from SAP CRM using transaction PIDE (in the back-end system). It must fulfill further criteria, for example, it must correspond to the role in SAP CRM - the prospective customer or sold-to-party. You can define this setting in the SAP IS-U table TFK077D. If more than one account group is available for selection, then those intended for contract accounts receivable and payable are used (see table TFK077D).

When business partners are uploaded from SAP CRM, function modules that are managed in event tables (such as COM_BUPA_CALL_FU) are processed in SAP IS-U.

© SAP AG

IUT255

7-22

Business Partner Relationships

Organization

Contact Person

Organization 1 HD Wholesaler Ltd Supplies Supplies

Is manager of

Organization 2 Candid Horton Plaza

is contact partner of

Contact Person 1

Is sales outlet for Organization 3 Candid San Diego Is shareholder of Organization 4 Candid International

is contact partner of

Contact Person 2 Is married to Contact Person 3

¤ SAP AG 2006

Business partners can be replicated between the SAP IS-U and SAP CRM systems.

An initial download of existing business partner relationships (download object BUPA_REL) from SAP IS-U SAP CRM makes sense for all business partners that have already been loaded in SAP CRM.

For more details, see the cookbook on this subject (Service Marketplace -> quick link "Utilities")

© SAP AG

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Business Agreement: Definition / Data z Master data at business partner level for controlling account processes in FI-CA z Equivalent to contract accounts in SAP IS-U/CCS (less data) z The data is made up of

Inbound payments

Outbound payments

Dunning control

Correspondence control

Tax

z You can determine the maximum number of business agreements for each business partner in Customizing z You can divide different types of business agreements into business agreement classes

¤ SAP AG 2004

© SAP AG

IUT255

7-24

Business Agreement: Prerequisites for Initial (Down-) Load

9 9 9

Initial load of business partners (sold-to parties) completed Analysis of required contract account categories Customizing

9 Basic settings 9 Business agreement classes 9 Tax category and tax characteristics 9 Mapping with FI-CA Customizing 9 9 9

9 9 9 9

Correspondence variants Payment methods Shipping control

Mapping tax determination and terms of payment Mapping field control Synchronizing number ranges Checking event tables ¤ SAP AG 2004

© SAP AG

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7-25

Business Agreement: Initial (Down-) Load Create CA 100044 (CA category C1)

SAP IS-U CA Cat.

BA Class

NR Int.

NR Ext.

Class 1

01

A1

Class 2

04

A2

NR Int. NR Ext.

C1

01

A3

C2

02

A4

100000 -199999 300000 -399999 200000 -299999 400000 -499999

Download BA 100044 (BA Class Class 1)

SAP CRM

(int.) (ext.) (int.) (ext.)

300000 -399999 (int.) 100000 -199999 (ext.) 400000 -499999 (int.) 200000 -299999 (ext.)

Determination of BA Class (BA Class Class 1) * No download of CPD or collective accounts z User exit can be determined

¤ SAP AG 2008

For some components (for example, SAP IS-U), the number of the contract must be identical to the business agreement number in SAP CRM.

Identical numbers are allocated by determining the (internal) number range assigned to the corresponding contract account category. This is done when you create a contract account in SAP ISU. In SAP CRM, an (external) number range is found during a download. The identification of this number range is then used to determine the business agreement class.

You must configure the number ranges so that an appropriate external number range in each different system is allocated to every internal number range.

For the initial download, you must temporarily switch between internal and external number ranges and allocate at least one business agreement class to every number range.

When business agreements are downloaded from the back end, function modules that are managed in event tables (such as CRMC_BUT_CALL_FU) are processed in SAP CRM.

© SAP AG

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Business Agreement: Upload

Upload CA 300.012 (CA category C1)

SAP IS-U CA Cat.

SAP CRM

NR Int. NR Ext.

C1

01

A3

C2

02

A4

100000 -199999 300000 -399999 200000 -299999 400000 -499999

Create bus. agr. 300.012 (BA class class 1)

(int.) (ext.) (int.) (ext.)

BA Class

NR Int.

NR Ext.

Class 1

03

A1

Class 2

04

A2

300000 -399999 (int.) 100000 -199999 (ext.) 400000 -499999 (int.) 200000 -299999 (ext.)

CA Template for Replication (OLTP) BA Class

CA Template

Class 1

300000

Class 2

300000

Upload CA 300.012 (CA category C1) Determination of SAP IS-U-specific data

¤ SAP AG 2006

When a business agreement is created in SAP CRM, the system determines the (internal) number range assigned to the selected business agreement class, which ensures that identical numbers assigned. In SAP IS-U, an (external) number range is found during an upload. The identified number range is then used to determine the contract account category.

Since more fields are available in the contract account in SAP IS-U than in the business agreement in SAP CRM, a contract account template is stored in SAP IS-U for each business agreement class template so that additional values can be added to the contract account.

You must configure the number ranges so that a suitable external number range is assigned to every internal number range in each different system.

When business agreements are uploaded from SAP CRM, function modules that are managed in event tables (such as COM_BUPA_CALL_FU) are processed in SAP IS-U.

© SAP AG

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Middleware Replication: Integration of Business Partners and Technical Objects - Summary

You are now able to: z Create business partner master data for sales processes z Check replicated data z Explain the business partner and contract account concept in SAP IS-U and SAP CRM

¤ SAP AG 2004

© SAP AG

IUT255

7-28

Middleware – Replikation Exercises

Unit:

Middleware - Replication

Topic:

Integration of Business Partners and Technical Objects

At the end of these exercises, you will be able to: • Create business partner master data for sales processes • Check replicated data • Explain the business partner and contract account concept in SAP IS-U and SAP CRM

Your company has a new customer. You are responsible for updating the company database. First of all, you have to create a business partner and a business partner agreement in SAP CRM. You must also check whether the data is successfully replicated in the SAP IS-U system.

3-2-1

General Part (Theory) 3-2-1-1

The business partner is at the center of both an integrated SAP CRM system landscape and an SAP ERP back-end system. Name the most important difference between them.

___________________________________________________ ___________________________________________________ ___________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ 3-2-1-2

© SAP AG

What function does the reference customer have in SAP IS-U? What problems does this cause when the SAP CRM system is the front-end system? IUT255

7-29

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-2-1-3

Name the transaction that enables you to replicate a business partner from an SAP CRM system to the SAP ERP back-end system. Why is this transaction necessary?

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-2-1-4

Explain briefly the problems with number ranges for the business partner.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

© SAP AG

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3-2-1-5

Name the different ways of ensuring that the business partners are distributed consistently in an SAP CRM system and an SAP ERP backend system. Also name the menu path for maintaining different number ranges in the SAP Reference IMG. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-2-2

Specialized Part (Business Partner) 3-2-2-1

Create a business partner in the Sold-To Party role in your SAP CRM system. Use the data listed below (## is your group number). Business partner number

IUT255-##

Business Partner Category

Person

Role

Account Holder

Grouping

0002

First Name/Last Name

Any

Search Term 1/2

ISU

Postal code

68167

City

New York City

Street, House Number

Pinewood Avenue, ##

Country

US

Correspondence Language

EN

Save the business partner

© SAP AG

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3-2-2-2

Check whether the business partner that you created in the SAP CRM system has been replicated correctly in the SAP ERP back-end system (SAP IS-U). Explain how you would do this?

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

3-2-2-3

Add new bank details for your business partner IUT255-## in the SAP CRM system. This change causes a delta comparison. Use the following data for this:

ID

1

Country

US

Bank Key

38070724

Bank Account

9-digit number

Save your business partner and check whether the bank entry has been replicated correctly in the ERP back-end system.

© SAP AG

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3-2-2-4

Create the billing data contained in the table below for your business partner and the following sales areas:

Sales Organization

Distribution Channel

Division

Sales Area 1

U100

U1

Empty

Sales Area 2

U100

U1

Electricity

Customer Pricing Procedure

Standard

Exchange Rate Type

Average rate

Currency

USD

Customer Price Group

New customer

Price List Type

Utilities

Customer group

Utilities

Save your business partner

3-2-3

Specialized Part (Business Agreement – Contract Account) 3-2-3-1

Create a business agreement for your business partner using the following data.

Business Agreement Key

IUT255-##

Name of Business Agreement

IUT255-##

Business Agreement Class

ISU02

Payment Conditions

0001 (payable immediately)

Save your business partner and check whether the business agreement has been replicated correctly as a contract account in the ERP back-end system.

3-2-3-2

© SAP AG

In the SAP CRM system, identify the Customizing table in which the number ranges are assigned to the business agreement class. Which number range is used in the business agreement that you have created? IUT255

7-33

____________________________________________________ ____________________________________________________ ____________________________________________________

3-2-3-3

The business agreement in the SAP CRM system is a reduced view of the contract account in the SAP IS-U system. How and where is the remaining data added so that the contract account can be created in the SAP ERP back-end system?

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

© SAP AG

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Middleware Replication- Solutions

3-2-1

Unit:

Middleware - Replication

Topic:

Integration of Business Partners and Technical Objects

General Part (Theory) 3-2-1-1

The business partner is at the center of both an integrated SAP CRM system landscape and an SAP ERP back-end system. Name the most important difference between them. In the SAP CRM System, the general business partner and sold-toparty are processed. In the SAP ERP back-end system (SAP IS-U), the emphasis is on the concept of the SAP business partner in his or her role as contract partner and SD customer.

3-2-1-2

What function does the reference customer have in SAP IS-U? What problems does this cause when the SAP CRM system is the front-end system? When an SAP business partner is created or changed in the role of contract partner or prospective, the reference customer in SAP IS-U ensures that an SD customer is also created with the same business partner number based on this reference customer. This process is also available when the SAP CRM system is the frontend system. Problems arise in the relationship between the three business partners. Online changes to one of these objects must be replicated in both systems and in both directions. This makes the business partner the most ‘difficult’ object in SAP CRM and must therefore be paid a lot of attention during projects.

© SAP AG

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3-2-1-3

Name the transaction that enables you to replicate a business partner from an SAP CRM system to the SAP ERP back-end system. Why is this transaction necessary? Different data models exist in the SAP ERP and SAP CRM systems: The business partner concept in SAP CRM is more flexible than the customer master in the SAP ERP system. There is a different independent concept for assigning number ranges, displaying data, and using data. Therefore, the business partner role and grouping cannot be used for mapping to account groups. Classification is used for this. In SAP CRM, SAP CRM classifications and SAP ERP account groups are mapped in the SAP ERP system (transaction PIDE). This is due to the possibilities a multiple back-end scenario (a system landscape with several SAP ERP systems) will offer in the future.

3-2-1-4

Explain briefly the problems with number ranges for the business partner. External number ranges in the source system are always mapped to internal number ranges in the target system. Internal number ranges in the source system are always mapped to External number ranges in the target system. During an upload, the number range in the target system (SAP IS-U system) is compared to the number range in the source system (SAP CRM system). The grouping that is indirectly linked to the number range is also determined. The SD customer account group is determined using the reference customer. During a download, the number range of the target system (SAP CRM system) is compared to the number range of the source system (SAP IS-U system). The grouping that is indirectly connected to the number range in the SAP CRM system is also determined. The classification ID is determined from the settings in the transaction PIDE (SAP ERP).

© SAP AG

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3-2-1-5

Name the different ways of ensuring that the business partners are distributed consistently in an SAP CRM system and an SAP ERP backend system. Also name the menu path for maintaining different number ranges in the SAP Reference IMG. It is important to have identical numbers for business partners in both systems. The internal number range in the SAP CRM system corresponds to an external number assignment in SAP ERP. This ensures that a business partner is given the same number in both systems. If an active SAP ERP system already exists, the number ranges in SAP ERP have already been defined. If an internal number assignment is required in SAP ERP, no additional number ranges are required. If an external number assignment is required in SAP ERP, this number range must be maintained. In SAP ERP, you define and assign number ranges to account groups by choosing: Tools ĺ IMG Info System ĺ Compare Reference IMG ĺ Project ĺ SAP Reference IMG ĺ Logistics ĺ General ĺBusiness Partner ĺ Customers ĺ Control ĺ Define and Assign Customer Number Ranges In SAP CRM, you can define number ranges by choosing: IMG ĺ Cross-Application Components ĺ SAP Business Partner ĺ Business Partner ĺ Basic Settings ĺ Number Ranges and Groupings ĺ Define Number Ranges. Additionally, we recommend that you have the same mandatory fields in SAP CRM and SAP ERP. This ensures that mandatory field entries are taken into account for each system when data is exchanged. The mandatory fields in SAP CRM can be defined depending on the business partner role. The mandatory fields in SAP ERP can be defined depending on the account group.

© SAP AG

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3-2-2

Specialized Part (Business Partner) 3-2-2-1

Create a business partner in your SAP CRM system. Use the data listed below (## is your group number).

Business partner number

IUT255-##

Business Partner Category

Person

First Name/Last Name

Any

Postal code

68167

City

New York City

Street, House Number

Pinewood Avenue, ##

Country

US

Save the business partner. 3-2-2-2

Check whether the business partner that you created in the SAP CRM system has been replicated correctly in the SAP ERP back-end system (SAP IS-U). Explain how you would do this. Check whether an error log was created for your business partner in the “Display BDoc Messages” transaction (SMW01). If this is the case, you must correct the error before going on to the next step. In step 2, check the outbound queue (transaction SMQ1) in the SAP CRM system to see whether your BDoc is waiting in a queue. If it is, notify the course instructor in order to correct the error. Now switch to the SAP ERP back-end system. You can find the SAP business partner and the SD customer under the following menu entries. SAP Business Partner: Go to the SAP Easy Access menu and choose: Utilities Industry Æ Business Master Data Æ Business Partner Æ Contract Partner Æ Display SD Customer: Go to the SAP Easy Access menu and choose: Logistics Æ Sales and Distribution Æ Master Data Æ Business Partner Æ Customer Æ Display Æ Complete

Note: Once you have finished the exercise, leave the transaction in SAP ERP that displays the SAP business partner or SD customer.

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3-2-2-3

Add new bank details for your business partner IUT255-## in the SAP CRM system. This change causes a delta comparison. Use the following data for this:

ID

1

Country

US

Bank Key

38070724

Bank Account

9-digit number

Save your business partner and check whether the bank entry has been replicated correctly in the SAP ERP back-end system.

In the navigation area, choose Bank Data. Enter a set of bank details in the window and choose Save. Save the business partner and check the changes in the SAP IS-U system: Go to the SAP Easy Access menu and choose: Utilities Industry Æ Business Master Data Æ Business Partner Æ Contract Partner Æ Display Check whether the new bank entry has been replicated correctly. Note: Once you have finished the exercise, close the business partner in the SAP IS-U system to prevent collisions later during delta downloads.

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3-2-3

Specialized Part (Business Agreement – Contract Account) 3-2-3-1

Create a business agreement for your business partner using the following data.

Name of Business Agreement

IUT255-##

Save your business partner and check whether the business agreement has been replicated correctly as a contract account in the SAP ERP back-end system. In the identification area, choose Other Æ New Business Agreement. Save the business partner. In the SAP menu in the ERP back-end system, choose: Utilities Industry Æ Business Master Data Æ Contract Account Æ Display Note: Once you have finished the exercise, close the business partner in the SAP IS-U system to prevent collisions later during delta downloads. 3-2-3-2

In the SAP CRM system, identify the Customizing table in which the number ranges are assigned to the business agreement class. Which number range is used in the business agreement that you have created? In the business agreement, the number range is assigned to the business agreement class. Go to the SAP Reference IMG and choose: Customer Relationship Management Æ Master Data Æ Business Partner Æ Business Agreement Æ Define Business Agreement Class. The business agreement class ISU02 is assigned to the external number range 03.

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3-2-3-3

The business agreement in the SAP CRM system is a reduced view of the contract account in the SAP IS-U system. How and where is the remaining data added so that the contract account can be created in the SAP ERP back-end system? The remaining data is read in the SAP ERP system using a template. The template to be used is determined when the business agreement class is selected in the business agreement. Call the SAP Reference IMG in the SAP ERP back-end system. Choose Financial Accounting ĺ Contract Accounts Receivable and Payable ĺ Integration ĺ Customer Relationship Management ĺ Business Agreement ĺ Determine Template for Contract Account for Replication. You can see in this table that the reference template REFCAISU02 is assigned to the business agreement class ISU02, which you selected for your business agreement in SAP CRM.

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Contents: z Master Data Template z Additional Customizing in SAP IS-U z Environment Analyzer z Error Handling

¤ SAP AG 2006

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SAP IS-U: Master Data Templates and Error Handling: Objectives

At the conclusion of this unit, you will be able to: z Describe the configuration of the master data template z Name all available master data template categories z Explain the relationship between product configuration and the master data template z Analyze data mapping using the master data template

¤ SAP AG 2006

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IS-U: Master Data Templates and Error Handling: Overview Course Overview


Relevant Objects


Contract Management



Initial Download








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SAP IS-U: Master Data Templates and Error Handling: Business Scenario

z You are responsible for mapping data from SAP CRM to SAP IS-U. You must, therefore, ensure that the master data template is set up correctly. You must also include SAP IS-U data in the product configuration.

¤ SAP AG 2008

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SAP IS-U: Master Data Templates

Master Data Templates

Additional Customizing in SAP IS-U

Environment Analyzer

Error Handling

¤ SAP AG 2006

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Master Data Templates in SAP IS-U z Master data templates and the master data generator are tools for the automatic creation of master data in SAP IS-U. z Advantages

Omission of time-consuming screen management, in comparison to the corresponding dialog transactions

Comprehensive changes to objects from the SAP IS-U data model can be executed without having to enter much data

Master data can be completely recreated

z Master data template categories define the structure of master data templates

¤ SAP AG 2004

Each master data template is allocated to a master data template category. The template category defines: •

Which master data the template can create (such as business partner, utility installation)

•

Which attributes (master data fields) can be maintained in the template (such as the division of the utility installation, or the billing class of the utility installation)

•

The sequence in which the master data is created (for example, first the connection object then the premise)

•

Which programs are used for the processing

•

Which foreign key relationships exist between the master data (for example, could the premise adopt the key of the previously created connection object?)

In contrast, the user maintains the following in the template itself: •

The values, with which the master data is created (a differentiation is made between constants and parameters)

•

Whether or not optional parts of the template category are used (for example, create connection object with or without device location)

•

Which parts of the template category are used more than once (for example, create business partner with one or two addresses)

Master data template categories are provided by SAP.

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Master Data Templates During the Upload of Objects from SAP CRM

SAP CRM

SAP IS-U

Service Contract

Product

Item 10




Connection Object* PoD*

Connection Obj.


PoD Parameter 3 Parameter 4


Business Partner Contract Connection Object*

SAP IS-U Key of CO and PoD

PoD*

SAP IS-U Contract Key ¤ SAP AG 2008

The master data generator is the central tool for replicating objects between SAP IS-U and SAP CRM.

The slide shows an example of the process for uploading technical objects and/or contracts from SAP CRM. •

In SAP IS-U, the first master data template identifies the technical objects.

•

The second master data template creates a billable construct. It uses the key provided by the first master data template.

* To simplify matters, the installation and premise were omitted from the graphic.

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Parts of the Master Data Generator in the CRM Environment

Master Data Template

Object Methods

Utility Contract Utility Product

Master Data Generator

OO Script OO Script

mySAP Utilities

Configuration Utility Product Data from Distributor

¤ SAP AG 2006

The tool used to replicate objects in IS-U and CRM is the master data generator.

First of all, a short overview of the tool functions: It was delivered with IS-U/CCS 4.62 and has been enhanced for the current release to include the functions required for the CRM integration.

Generally speaking, the master data generator is a tool which is used to create or change data in ISU.

The standard system contains master data template categories. You define master data templates based on master data template categories. You can assign a utility product from CRM to every master data template.

The following occurs at runtime: •

In a deregulated environment, for example, data from the CRM contract is updated with the data from the distributor. All data is transferred to the master data generator.

•

The master data generator selects the appropriate master data template on the basis of the CRM utility product. This master data template determines that necessary OO scripts and their sequence. These scripts are called in the correct order and are based on object-oriented methods. The methods create new master data in IS-U or change existing master data.

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Master Data Template Categories z CRMNEWCONTRACT: Creation of a new contract in connection with SAP CRM z CRMOUTLCONTRACT: Creation of a new framework contract in connection with SAP CRM z CRMTECHOBJ: Technical objects from SAP CRM z CRMCONNOBJ_ALONE: Replication of the connection object from SAP CRM z CRM_POD_INST: Replication of the PoD/installation from SAP CRM z CRMPARTNERTECH: Creation of new business and technical data in SAP IS-U

¤ SAP AG 2008

Master data template category CRMTECHOBJ This master data template category is used to replicate the connection objects and points of delivery in SAP CRM for use as connection objects, premises, and points of delivery in SAP IS-U. This applies if technical objects are only uploaded from SAP CRM along with the contract.

Master data template category CRMCONNOBJ_ALONE This master data template category is used to replicate connection objects from SAP CRM to SAP IS-U. This applies if technical objects are only uploaded from SAP CRM without the contract.

Master data template category CRM_POD_INST This master data template category is used to replicate points of delivery, installations, and premises from SAP CRM to SAP IS-U. This applies if technical objects are only uploaded from SAP CRM without the contract.

Master data template category CRMPARTNERTECH This master data template category is used in processes, in which the business partner and the technical data are created in SAP IS-U by means of the master data generator, and a product is then replicated again for SAP CRM. This master data template creates all master data constructs that are not part of the master data template CRMNEWCONTRACT.

If another master data template category (such as NEWCUST) is used to create a contract in SAP ISU, the contract is replicated using the proposed product (dummy product) in SAP CRM.

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Evaluation Types of Attributes in the Master Data Generator

Parameter

Constants

The attribute value is entered individually entered when the master data template is executed

A fixed value is allocated to the attribute

Identifying constants

The same as a constant. HOWEVER, this constant is used an identifying characteristic when the master data template is processed

Virtual

The value of the attribute is determined by a defined function module during the runtime.

¤ SAP AG 2004

The evaluation type of an attribute defines: •

The event at which a value is provided for an attribute

•

The location at which an attribute is supplied

•

The meaning of the contents of the "Attribute Value" field in the master data template definition

Identifying constants are constants. However, in this case, the constants are used as identifying characteristics when the master data template is processed. This way all attributes receive the same value. This value supports the precise specification of the information that is still to be determined in the master data template environment. In connection with the contract integration to SAP CRM, the identifying constants have an elementary meaning for the environment analysis.

The following applies for product-determining parameters in master data templates: Attributes from objects created using such master data templates can no longer be changed directly in SAP IS-U. This is because this would cause inconsistencies between the billing data in SAP IS-U and the product sold in the SAP CRM contract.

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Additional Fields from SAP CRM: Configuration Data z

When entering data for the SAP CRM product in the header data of the master data template, the input help for this field displays all service products defined in SAP CRM, which have not yet been allocated to a master data template.

z

Parameters that can be different for each contract are known as configurable attributes. They are provided as standard for the master data from SAP CRM.

z

The input help for a parameter shows the configuration attributes for the selected CRM product Selection Help for Parameters Already Assigned

Examples of parameters from product configuration (SAP CRM)

Element ANLAGE CANCLTN_REASON CONTRACT_END_DATE CONTRACT_START_DATE EXT_UI ZMRIN ZMROUT ZSERIAL

EP Description Installation X External CRM product parameter X External CRM product parameter X External CRM product parameter Point of delivery ID X Meter reading performed X Meter reading performed X Serial number

¤ SAP AG 2004

Master data template category CRMNEWCONTRACT must be selected, otherwise the field CRM Product will not be available in the header data.

Master data templates from the CRMNEWCONTRACT categpry contain a node for the move-in, which is only executed during a creation.

Master data templates

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Status of Master Data Templates

z Each master data template is allocated a status for a point in time. The following statuses are possible:

A: Active

R: Released

O: Obsolete

' ': Unspecified

z Status management of master data templates makes it possible to also store the history for an SAP CRM product on the master data generator pages.

¤ SAP AG 2004

Possible status for master data templates: • ' ': Unspecified (status after copying master data template): - Status is permitted for all master data templates. - The master data generator cannot execute this master data template (SAP CRM processes cannot cause the execution of this master data template). - You can process the master data template. - You can change the status. • A: Active (status after creating a new template): - Status is permitted for all master data templates. - The master data generator cannot execute this master data template - SAP CRM processes cannot cause the execution of this master data template - You can process the master data template. - You can change the status to Released • R: Released (the master data template must be allocated a CRM product. An important restriction exists for this allocation: There cannot be more than one allocated master data template with the status Released for an SAP CRM product. Set this status if the master data template is tested in detail, and does not contain errors.): - This status is only permitted for master data templates, in which the CRM Possible field in master data template categoryis marked. - The master data generator can execute this master data template. - SAP CRM processes can trigger the execution of this master data template. • O: Obsolete (status of template that no longer has the status Released. The template can no longer be activated and is to be used for documentation or as a copy template.): This status is only permitted for master data templates, in which the CRM Possible field in the master data template category is selected.

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SAP IS-U: Additional Customizing




Error Handling

¤ SAP AG 2006

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Organizational Units The SAP IS-U system does not know which SAP CRM organizational units have been activated. You can define which SAP CRM organizational units to use for the contract item by means of the regional structure and the division.

Customizing table for organizational data for CRM Regional Str. Grp. Division

0001 01

North area Electricity

Resp. OU. Sales Sales Org. ID Serv.Org.Res. Service Org. ID

T Sales U100 IS-U U100 IS-U Service IS-U Service

IS-U Telephone Sales U100 IS-U Sales U100 IS-U Service & Information Center (DE) IS-U Service (DE)

¤ SAP AG 2004

Organizational data must be defined in SAP CRM documents (such as utility contracts, including items). When creating the documents directly in SAP CRM, determination rules are used to determine the organizational data. This function is not available during the download of SAP IS-U contracts.

The connection between SAP IS-U and the organizational data in SAP CRM must be defined in Customizing. Depending on the regional structure and the division, you can define here which organizational units are to be used for the contract items in SAP CRM.

Customizing (SAP IS-U): SAP Utilities -> Customer Service -> CRM Integration -> Define Link to CRM Organization Data

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Transaction Type The SAP IS-U system does not know which transaction type is used in SAP CRM to create SAP IS-U service contracts. You can define which SAP CRM transaction type to use for the contract items by means of the division. A corresponding transaction type must exist in the SAP CRM system.

Customizing table for the transaction category from SAP CRM Division Transaction Type

ISU0

¤ SAP AG 2004

The connection between SAP IS-U and the transaction types in SAP CRM must be defined in Customizing. Depending on the division, you can define here which transaction type is to be used in SAP CRM.

Customizing (SAP IS-U): SAP Utilities -> Customer Service -> CRM Integration -> Define Link to CRM Transaction Types

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Default Product In some cases, such as manual move-in without master data generator, a default product is assigned to the SAP IS-U contract, in connection with the contract integration to SAP CRM. This default product is assigned to the SAP CRM contract item when downloading to SAP CRM.

Basic settings for IS-U/CRM integration Serv.Type 0001 0002

Def.Product DUMMY DUMMY_DISTR DUMMY_RETAIL

¤ SAP AG 2008

Depending on the service type, you can define a default product in SAP IS-U. An appropriate default product (often referred to as a "Dummy Product") must also exist in SAP CRM.

Customizing (SAP IS-U): SAP Utilities -> Customer Service -> CRM Integration -> Define Default Products

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SAP IS-U: Environment Analyzer




Error Handling

¤ SAP AG 2006

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Product Determination I All master data constructs must be assigned to a product before the initial download of SAP IS-U contract data to the SAP CRM system.

ECRM_GENERATE_EVERH

The report always analyzes individual installations and their contracts. All master data templates constants that are not flagged as "only in creation mode" are used for analysis. ¤ SAP AG 2006

If the SAP CRM system is added to an existing SAP IS-U system, it is not known which master data constructs belong to which product.

For this reason, all master data constructs must be assigned to a product before the initial download of SAP IS-U contract data to the SAP CRM system.

You must start the ECRM_GENERATE_EVERH report in SAP IS-U. This report analyzes the master data constructs on the system date or the move-in date and generates an EVERH time slice, which contains the product name, for all contracts that are valid from a specific date.

The report always analyzes individual installations and their contracts. All master data template constants that are not flagged as "only in creation mode" are used for analysis.

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Product Determination II

SAP IS-U Master Data Template A product is allocated in SAP IS-U once a unique master data template with SAP CRM reference has been found

Contract

Validation Devices PoD Constants ….

Product

Validation Devices PoD Constants ….

No product found

Product from the master data template is allocated to the time slice in the contract

Default product is allocated

¤ SAP AG 2008

A product is only assigned if at least one master data template with an SAP CRM reference is found. The number of devices and the number of points of delivery for the installation must be the same and all constants not marked "Only in creation mode" must correspond with each other.

If several valid products are found, the one with the most constants is allocated as this best describes the product.

To ensure that the products are determined without errors, the constants should describe the product as closely as possible.

The analysis only takes place at a specified point. If earlier time slices exist for an installation within the run time of a contract, the determined product is still assigned. The installation time slices are regenerated/changed only if the move-in date is changed.

If no valid product is found, a default product is assigned in accordance with the IMG settings.

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Master Data Mapping If the SAP CRM connection is active, master data mapping occurs for every up- and download.

3

SAP CRM Active

In order to ensure that mapping is reliable, the register must contain an identifying constant that uniquely identifies it within an installation. Validation


Devices PoD Constants ….

If the identifying constants cannot uniquely identify specific master data, inconsistencies during download are inevitable. ¤ SAP AG 2006

If the SAP CRM connection is active, master data mapping occurs for every up- and download.

This is necessary to control whether a new master record has to be created for the master data generator or whether an existing one can be changed.

In the process of analyzing the identifying constants, the key of the corresponding master record is assigned to each connection point for the master data template.

In order to ensure that mapping is reliable, the register must contain an identifying constant that uniquely identifies it within an installation.

If the identifying constants cannot uniquely identify specific master data, inconsistencies during download are inevitable.

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SAP IS-U: Error Handling




Error Handling

¤ SAP AG 2006

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SAP IS-U Error Monitor

z Error processing of a failed replication from SAP CRM utility contracts to an SAP IS-U system

Technical objects in SAP CRM and technical objects in SAP IS-U

Contract items in SAP CRM and contracts in SAP IS-U

z Selection of failed replications, using:

Work item in the business workplace

All CRM transactions (selection interface for error monitor)

Certain CRM transactions (selection interface for error monitor)

SAP IS-U installation (selection interface for error monitor)

Replication date (selection interface for error monitor)

¤ SAP AG 2004

The error monitor replaces the previous error processing using the two workflows "Workflow for Application Log Products (WS20500133)" and "Replication SAP CRM -> IS-U Failed (WS20500160)".

The SAP IS-U monitor is used to process incorrect parking documents in the accelerated move-in / move-out / move-in/out entry.

Transaction ECRMREPL (SAP IS-U)

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Details of a Failed Replication SAP Business Workplace

Restart

Dependency

Header Data

Installation

Premise

Billing Reversal

Parameters from Master Data Template

Error Log

¤ SAP AG 2008

Header data - general replication data. For example, Status of failed replication, queue number within transaction, SAP IS-U product (= master data template), error time specifications, SAP CRM transaction and item, SAP CRM product, contract specifications. If it is possible to restart this replication, then the parameters for the master data template can be changed. All other queue entries for the corresponding transaction are only shown in the display mode. The error log is issued in the lower area of the detail display. This is reloaded after each failed restart. "Restart" is only displayed if a restart is possible for the current entry. "Dependency" is only displayed if a dependent entry exists for the current entry. This is the case in an SAP CRM transaction, for example, if a contract and a connection object have been replicated together, and an error occurred when replicating the connection object. The contract can only be replicated if the dependent connection object has already been successfully replicated. "Installation" is displayed if an SAP CRM contract replication exists. In the replication of technical objects, this is only displayed if precisely one installation can be allocated. You use the pushbutton to branch to the data environment for the installation. "Premise" is displayed if an SAP CRM contract replication exists. In the replication of technical objects, this is only displayed if precisely one premise can be allocated. You use the pushbutton to branch to the data environment for the premise. "Billing Reversal" is only displayed for contract replications. You can use the pushbutton to reverse the billing or invoicing documents that exist for a move-in or move-out.

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Further Information z

Cookbook: You can find the cookbooks in the SAP Service Marketplace http://service.sap.com. Path: Solutions in Detail -> Industry Solutions -> SAP for Utilities -> Product Information -> mySAP CRM for Utilities -> Cookbooks&Guidelines

z

Notes: There is a standard note in OSS. All notes that are relevant for the sales scenario are allocated to this note.

Note 609885 for SAP IS-U 4.64 and SAP CRM 3.1

¤ SAP AG 2004

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SAP IS-U: Summary

You are now able to: z Describe the configuration of the master data template z Name all available master data template categories z Explain the relationship between product configuration and the master data template z Analyze data mapping using the master data template

¤ SAP AG 2004

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P IS-U: Master Data Templates and Error Handling: Exercises

Unit:

SAP IS-U Master Data Templates and Error Handling

Topic:


At the conclusion of these exercises, you will be able to: • Describe the configuration of the master data template • Analyze data mapping using the master data template

You are responsible for mapping data from SAP CRM to SAP IS-U. Therefore, you have to ensure that the master data template is structured correctly, especially for products.

4-1-1 Master Data Templates 4-1-1-1 What are master data templates used for in contract integration from SAP CRM and SAP IS-U? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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4-1-1-2 Why do you need a master data template in SAP IS-U to create the contract from SAP CRM?

______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

4-1-1-3 What is the conceptual difference between the SAP CRM and the SAP IS-U contract? _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________

4-1-1-4 Determine the company code, division, and rate category of the master data template: Z_NC_ISUDE_STROM01. What do you notice about these attributes?

_____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________

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4-1-1-5 Copy a previously created master data template (such as Z_NC_ISUDE_STROM01) to a new template Z_NC_IUT255_## and add “billing-related functions”. If necessary, use the relevant information to complete the nodes that have a red status icon. • Configure the master data template so that the “Supply” service type is used. _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________

4-1-1-6 What status does your newly created master data template have? Why? _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________

4-1-2 Error Handling 4-1-2-1 Assume that the master data template contains inconsistencies. How and where would you analyze the errors? _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________

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SAP IS-U Master Data Templates and Error Handling Solutions

4-1-1

Unit:

SAP IS-U Master Data Templates and Error Handling

Topic:


Master Data Templates 4-1-1-1

What are master data templates used for in contract integration from SAP CRM and SAP IS-U? Master data templates are tools for creating master data in SAP IS-U automatically. They are used for integration with SAP CRM to replicate objects (connection objects, premises, points of delivery, installations, and contracts) between the two systems.

4-1-1-2

Why do you need a master data template in SAP IS-U to create the contract from SAP CRM? The data model in SAP IS-U has different and more extensive objects than in SAP CRM. Objects are created in SAP CRM but are not sufficient to create an SAP IS-U contract (as a billable construct). The SAP CRM objects only contain some of the data or data that is different to the objects in SAP IS-U (for example, the SAP IS-U connection object has a regional structure group, while the SAP CRM connection object does not). Specific objects such as devices, meters, and installations do not even exist in SAP CRM. Therefore, the master data template is also used to provide the SAP IS-U data model with the data required to create an SAP IS-U contract (the creation of new objects and addition of data from the SAP CRM system to the existing objects in SAP IS-U).

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4-1-1-3

What is the conceptual difference between the SAP CRM and the SAP ISU contract? The SAP IS-U contract is one of the central objects for SAP IS-U billing and therefore contains data such as the billing block, portion, tax code, and so on. In some cases, the contract can also contain data that is processed by billing (such as budget billing plan data) and FICA (such as dunning procedure and account determination ID). The SAP CRM contract is an object within the one order concept in SAP CRM, such as the activities, complaints, quotations, and so on. Therefore, the SAP CRM contract contains sales-specific data such as organizational data determination, partner determination, sales structure, and so on.

4-1-1-4

Determine the company code, division, and rate category of the master data template: Z_NC_ISUDE_STROM01. What do you notice about these attributes? Company code U100 at contract level Division 01 at installation level Rate category ISUE2_1 at installation history level All of these attributes are defined as constants in the master data template.

4-1-1-5

Copy a previously created master data template (such as Z_NC_ISUDE_STROM01) to a new template Z_NC_IUT255_## and add “billing-related functions”. If necessary, use the relevant information to complete the nodes that have a red status icon. Configure the master data template so that the “Supply” service type is used. -

In the SAP IS-U system, go to Customizing and choose SAP Utilities ĺ Customer Service ĺ Master Data Generator ĺ Define Master Data Template

-

Copy master data template Z_NC_ISUDE_STROM01 to the Z_NC_IUT255_## template (## is your group number).

-

The red status icons indicate whether information is still missing. Complete this information. Assign the corresponding values to the nodes in question. A green status icon is then displayed.

-

You can define the service type in the node for the installation. Maintain the “0002” constant here. Save the master data template.

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4-1-1-6

What status does your newly created master data template have? Why? The master data template has the status ‘’ (undefined). This status is assigned automatically when you copy a master data template.

4-1-2

Error Handling 4-1-2-1

Assume that the master data template contains inconsistencies. How and where would you analyze the errors? As soon as the master data generator detects an error due to the inconsistent master data template, you can identify this in the SAP ISU error monitor. This contains a detailed error log. You can also see whether a master data template has been determined, and if so, which one. In the error monitor, you can restart the processes that contained errors (for example, due to inconsistencies) as soon as you have removed the error.

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Contents: z Products in SAP CRM z Product Hierarchy z Configuration z Default Product for Utilities Products

¤ SAP AG 2006

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SAP CRM: Product Configuration: Objectives

At the conclusion of this unit, you will be able to: z Demonstrate the product concept in SAP CRM and SAP IS-U z Analyze SAP IS-U data in the product configuration and its effects on replication z Set up utilities products for the default product

¤ SAP AG 2006

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CRM: Product Configuration: Overview

Course Overview


Relevant Objects


Contract Management



Initial Download








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SAP CRM: Product Configuration – Business Scenario

z You are responsible for product configuration. As a result, you must check configured SAP CRM products and find the appropriate data to be transferred to SAP IS-U using the master data generator. You also set up the system, so that a default product is planned for utilities-specific products.

¤ SAP AG 2006

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SAP CRM: Product Configuration: Hierarchies

Products in SAP CRM: Hierarchies

Configuration

Customizing

¤ SAP AG 2006

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SAP CRM Product Concept What is a product in SAP CRM?

It can be a material, a service product, or a financing product.

It contains central data such as ID, description, general data, or data referring to the distribution channels.

It is described by attributes that are grouped into set types.

It can be allocated to one category for each hierarchy.

Only service products are used during integration of a sales process between SAP CRM and SAP IS-U! ¤ SAP AG 2006

During contract integration between SAP IS-U and SAP CRM, the SAP CRM products act as a vehicle for processing master data templates in SAP IS-U. The product sold in SAP CRM is used to determine the corresponding master data template in SAP IS-U, which then creates/changes technical and business master data in the billing system.

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Categories and Hierarchies z A product can be allocated to one category for each hierarchy. z Categories are divided into hierarchies. There can be several hierarchies. Hierarchy Root*

Material

Service

Brochure Co. Profile

Refrigerator

Private Household

Business Enterprise

* System-relevant mandatory category Category

Topstrom P

Topstrom G Product

¤ SAP AG 2006

Categories and hierarchies are used to group products and individual objects according to various criteria. The purpose of a hierarchy is dependent on the business factors and the individual requirements of the company.

Hierarchies can be flat or (in more complex product or object pallets) multilevel, and are used for control or information purposes.

A hierarchy can be used as a base hierarchy within the product master. Each product or individual object that is created must be allocated to a category from the base hierarchy.

A product can be allocated to multiple product categories, provided that these categories belong to different hierarchies. A product can, therefore, be allocated only to one category for each hierarchy.

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Set Types and Attributes Set Type

Info

IDES_BSP Hierarchy Root

Short Text IC Agent

Attribute

Long Text

Attribute

Info

Division

Material Info

Brochure

Service Info

Division

Division

Info Service Type

Refrigerator

Co. Profile

Private Household Info

Division

Cust. Segment

Cust. Segment

Business Enterprise Info

Division

Target Group

Device Data

Device Data

Topstrom P

Topstrom G Meter Assembly Meter Construction Type Category

Number of Registers

Product Inherited Set Type

¤ SAP AG 2006

Set types and attributes are used to describe products and individual objects in the product master.

Attributes are used to describe a product. They are grouped into set types and are saved there.

Different set types that are inherited in the hierarchy can be allocated to each category.

In the following example of the IDES_BSP hierarchy, the "Info" set type is assigned for the "Root" category, which is technically required by the system. This set type has two attributes (short text IC agent and long text). Since set types are inherited in the hierarchy, all other subordinate categories (material, service, brochure) also have the set type "Info".

The "Division" set type is allocated to the "Service" category. This is then inherited by other categories. This set type has two attributes.

The products Topstrom P and Topstrom G are displayed on the lowest level in this example. Each of these products is allocated its own set type for the customer segment or device data. Private households are still to be categorized using the "Target Group" attribute (for example, products for first residence or holiday residence). Attributes for classifying products according to suitable devices exist for the product "Topstrom G".

The attributes, which are allocated to the product using categories and hierarchies, are fixed for each product. The PME is used to define configurable attributes.

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SAP CRM: Product Configuration: Configuration


Configuration

Customizing

¤ SAP AG 2006

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Configurable products z Products, for which various variants are possible z Configurable products can be created for all SAP CRM product types.

Restriction: No upload in SAP ERP or other system

Restriction: Only standalone SAP CRM scenarios

Only service products can be used for the integration of the sales process.

z Configurable products are modelled in the Product Modelling Environment (PME) or in a simplified cofiguration in CRM. z Examples of configurable attributes

Budget Billing Amount

Annual consumption

Meter reading

¤ SAP AG 2008

Restrictions Configurable products cannot yet be uploaded to the SAP ERP or non-SAP ERP systems (only the SAP CRM standalone scenario is supported). It therefore makes sense to create configurable financial or service products because these products do not have to be uploaded to the SAP ERP system. Multi-level configuration is not available for products created in SAP CRM. Product variants cannot be created for configurable products that were created in SAP CRM. As opposed to the SAP ERP system, where characteristics can be flagged as either restrictable or non-restrictable, configurable attributes are always created as restrictable (this means with restrictable value ranges).

The PME is provided as part of the IPC (Internet Pricing and Configurator).

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Simplified Configuration in CRM The use of the simplified configuration in connection with the simplified utility contract item offers the following advantages over the configuration with PME: • Significantly better performance • Less memory space on the database • Simplified error analysis • Simpler configuration

¤ SAP AG 2008

Customizing In Customizing for Products, under Settings for Product Category -> Permit Configurable Products for a Product Category, you have made the setting that permits users to create configurable products in SAP CRM.

Product model If a configurable product has been created in mySAP Customer Relationship Management (mySAP CRM), then it is possible to jump to the Product Modelling Environment (PME). The product created is part of a product model of the same name. Prerequisite: You use a configuration hierarchy, which has the indicator "Enhanced Processing (PME)". You can create more than one model version for each product. The model is only released for configuration if the status is "Released". In the subsequent attribute maintenance, product attributes are defined for the configurable product. Various parameters are assigned (see the slide). The following data categories are planned: A (single-value attribute in character format), A" (multivalue attribute in character format), 1 (single-value attribute in numerical format), and 1" (multivalue attribute in numerical format).

The use of the simplified configuration in connection with the simplified utility contract item offers the following advantages over the configuration with PME:

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Significantly better performance

Less memory space on the database

Simplified error analysis

Simpler configuration

The reasons for this are: • No connection to IPC is necessary. • There are fewer business partner relations required. • No quantities or price documents are necessary. • You can, but do not need to maintain organizational data. • No SD partners are required for the business partners in the back-end system. • Within the Interaction Center, no HTML view is called, which means that there is no change of user interface.

A disadvantage of the simplified configuration is that you have to define any dependencies between the attributes using the ABAP source text.

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Advantages of Configurable Attributes z Flexible and quick setup of simple product attributes, which are configured during the sales transaction. z Different types of attributes are possible (such as input field, selection list, dependencies between different attributes, formulas, and so on). z Invisible attributes can be defined. z Products can use product templates to access the configuration of existing products. z Different model views are possible for different sales organizations and distribution methods. z Transfer of values to SAP IS-U is a standard function (master data generator).

¤ SAP AG 2004

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SAP CRM Product Configuration: Further Information SAP Course z CR245 SAP IPC Product Configuration Help Portal (help.sap.com) z SAP CRM -> SAP CRM Powered by SAP NetWeaver -> Information Integration -> Master Data -> Products -> Functions -> Modeling Configurable Products Installation help for IPC and PME on the Service Marketplace (service.sap.com) z Quick Link /instguides -> mySAP Business Suite Solutions -> mySAP CRM -> SAP CRM 4.0 -> General and Technical Installation Guides ¤ SAP AG 2004

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SAP CRM: Product Configuration: Default Product


Configuration

Customizing

¤ SAP AG 2006

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Product Proposal: Enhanced F4 Help for Utilities Products in the Interaction Center WebClient

F4 help in the "Product ID" field in utility contracts:

Set category CRM_UTIL_PROD product proposal for utilities:

Product Proposal for Utilities

CRM_UTIL_PRODUCT_ID

Product ID

CRM_UTIL_DIVISION

Division Grid level type

CRM_UTIL_GRID_LEVEL

Industry Sector

CRM_UTIL_BRANCH

Type of Premise

CRM_UTIL_PREMISETYPE

Business Partner Type

CRM_UTIL_BPKIND

Number of Persons

CRM_UTIL_PERSONS_LOW CRM_UTIL_PERSONSHIGH

Consumption

CRM_UTIL_CONSUMP_LOW CRM_UTIL_CONSUMPHIGH

¤ SAP AG 2008

To use the product proposal for utility products within utility contracts, the CRM_UTIL_PROD set type must be included in the product hierarchy used for the utility products.

This set type incorporates the attributes listed in the slide in the standard version.

In the Interaction Center WebClient, the F4 input help is used in the Product ID for Utility Transaction Types field (search help CRM_ISU_GET_PRODUCT). The data for the current business case can then be compared with the attribute versions saved in the product.

This enhanced search help for utility products can be activated and deactivated in the ECRM_ISU_PARAMS Customizing table (as of SAP CRM 4.0, including service industry extension).

You can use the CRM_ISU_PRODSEL_EXIT BAdI to implement customer-specific attributes and checks.

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Product Proposal: Configure Utilities Products z For utilities products, you must define the attributes that determine the selection (transaction COMMPR01) SAP Basic Data

Configuration

Product Proposal for Utilities 01 Division 07 Grid Level 0003 Branch 0009 Premise Type Business Partner Type RESI No. of Persons (from) 5 No. of Persons (to) 100 Consumption (from) 1000 Consumption (to) 8000 Product ID

Product Proposal for Utilities

…

Electricity Chemical Industry Maisonette Residential Customer

¤ SAP AG 2004

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SAP CRM: Product Configuration: Summary

You are now able to: z Demonstrate the product concept in SAP CRM and SAP IS-U z Analyze SAP IS-U data in the product configuration and its effects on replication z Set up utilities products for the default product

¤ SAP AG 2004

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SAP CRM Product Configuration Exercises

Unit:

SAP CRM Product Configuration

Topic: Product Configuration At the conclusion of these exercises, you will be able to: • Demonstrate the product concept in SAP CRM and SAP IS-U • Analyze SAP IS-U data in the product configuration and the effects on replication • Explain the concept and implementation of product configuration Since you are responsible for product configuration, you have to check the products that have already been configured. You have to include SAP ISU data in the product configuration.

4-2-1

Products 4-2-1-1

What product types do you know?

____________________________________________________ ____________________________________________________ ____________________________________________________

4-2-1-2

In one sentence, describe exactly what the product hierarchy controls in SAP CRM.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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4-2-1-3 What is product configuration?

___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

4-2-1-4

In the SAP CRM system, call the product ISUDE_STROM01 and write down the tab pages that you find. In addition, write one sentence for each tab page describing its function.

___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

4-2-1-5

Go to the product ISUDE_STROM01 and determine the configuration.

___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

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4-2-1-6

Call the product ISUDE_STROM04 and describe in one sentence how it differs from the previous product ISUDE_STROM01.

___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

4-2-1-7

In the master data template Z_NC_ISUDE_STRIM04, what does the attribute for the move-in reading stand for? What do you notice about this attribute? Describe the attribute and explain how it is maintained.

___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

4-2-1-8

Copy the ISUDE_STROM01 product to a new product with the product ID IUT255_##. Check whether a short text has been assigned. Save your new product.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

4-2-1-9

© SAP AG

Which product category is assigned to your product? What are the assigned sales organization and the item category group? Which is the base unit of measure? IUT255

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____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

4-2-1-10

Create your own product model for your new product. To do so, use the Product Modeling Environment (PME). Create a "Meter Number" configurable attribute for your product and release the product model.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

4-2-1-11

Assign your new product to your master data template (Z_NC_IUT255_##) from the previous unit.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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4-2-1-12

Use your configurable attribute in the master data template to create the device info record. Activate your master data template, if necessary.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

4-2-1-13

For your business partner IUT255-##, create an SAP CRM contract in which you sell your new product. To do so, first create a connection object, a premise, and a point of delivery. Check whether the technical objects and contract were replicated to SAP IS-U successfully.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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SAP CRM Product Configuration Solutions

4-2-1

Unit:

SAP CRM Product Configuration

Topic:

Product Configuration

Products 4-2-1-1

What product types do you know? Services, materials, financing (As of SAP CRM 5.0, this also includes Intellectual Property (IP), Warranty, and Financial Service Product)

4-2-1-2

In one sentence, describe exactly what the product hierarchy controls in SAP CRM. The product hierarchy generally controls the tab pages that are available for a product and in particular how the product is configured.

4-2-1-3

What is product configuration? The configuration function can be used with the Product Modeling Environment (PME) to add extra fields to a product. These fields can then be used during subsequent evaluations. Furthermore, you can create dependencies between attributes using tables and object dependencies. Example: You want to calculate the estimated consumption attribute depending on the size of premise and number of people in the household attributes.

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4-2-1-4

In the SAP CRM system, call the product ISUDE_STROM01 and write down the tab pages that you find. In addition, write one sentence for each tab page describing its function. -

SAP Basic Data: The product category is assigned here that controls how all the tab pages are structured and configured.

-

General: You can enter a text here.

-

Sales: You can assign data to the individual sales areas here.

-

Conditions: You can assign price conditions to the product here.

-

Service: You can assign the item category group here. This represents part of the item category determination in SAP CRM contracts.

-

Configuration: The configuration is used here.

-

Documents: You can assign additional documents to the product here, such as EXCEL sheets, MS Word documents, and images.

-

Product selection: You maintain the attributes for the product proposal here.

-

Product variants: You manage the different variants for configurable products here.

Note: As already mentioned, the tab pages in the products are controlled by the product hierarchy. This solution is therefore only an example for the products (such as ISUDE_STROM01) that have the SAP_ENERGY_LIGHT category ID. 4-2-1-5

Go to the product ISUDE_STROM01 and determine the configuration. Go to the Configuration tab page and select Simulate Model. The system displays the Electricity Contract, Rate With Basic Price template with the Serial Number attribute.

4-2-1-6

Call the product ISUDE_STROM04 and describe in one sentence how it differs from the previous product ISUDE_STROM01. Product ISUDE_STROM04 has the category ID SAP_ENERGY_DMETER. The tab pages are identical to the tab pages for the ISUDE_STROM01 product from the previous example. However, the enhanced attributes (move-in meter reading; on-peak and off-peak rates, and move-out meter reading; on-peak and off-peak rates) are different.

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4-2-1-7

In the master data template Z_NC_ISUDE_STRIM04, what does the attribute for the move-in reading stand for? What do you notice about this attribute? Describe the attribute and explain how it is maintained. In SAP IS-U, call transaction EPRODCUST. In the master data template Z_NC_ISUDE_STROM04, the ZWSTAND attribute (read meter reading) is defined as the ZMRIN_HIGH parameter. As a result, this attribute is taken from the configuration of product ISUDE_STROM04 in the SAP CRM system when the contract or contract item is created.

4-2-1-8

Copy the ISUDE_STROM01 product to a new product with the product ID IUT255_##. Check whether a short text has been assigned. Save your new product. In product processing (SAP Menu ĺ Master Data ĺ Products ĺMaintain Products, or transaction COMMPR01), open and copy the product ISUDE_STROM01. Enter your product ID and check the short text. Save.

4-2-1-9

Which product category is assigned to your product? What are the assigned sales organization and the item category group? Which is the base unit of measure? The SAP_ENERGY_LIGHT category is assigned to the new product. It is permitted for sales organization IS-U U100, and has the item category group U0001 and the base unit of measure PC.

4-2-1-10

Create your own product model for your new product. To do so, use the Product Modeling Environment (PME). Create a "Meter Number" configurable attribute for your product and release the product model. Within product processing for your new product, choose the “Configuration” tab page and then Create. This branches to the PME application. You may have to log on again there. To do so, use the same password that you used to log onto the SAP CRM system. Choose the name of your product (IUT255_##) as the model name. You can now create a configurable attribute on the Characteristics tab page. Enter the text “Meter Number” in the Short Description field and choose ENTER. The text is copied to the Name field where it can also be modified. To release the product model, change the PME view (Settings ### Change Display Filter). Here, you change the model status to “RELEASED”. Save your model and exit the PME.

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4-2-1-11 Assign your new product to your master data template (Z_NC_IUT255_##) from the previous unit. In SAP IS-U, call transaction EPRODCUST. Open your master data template (Z_NC_IUT255_##) in change mode. Go to the header data and enter your new SAP CRM product IUT255_##. 4-2-1-12

Use your configurable attribute in the master data template to create the device info record. Activate your master data template. Branch to the “Device Info Record” node and enter your attribute for the SERNR parameter. Save your master data template. Activate your master data template by assigning it the status A (Active). You do this on the initial screen of transaction EPRODCUST.

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Contents: z Data Mapping z Replication Processes z Required Customizing Settings

¤ SAP AG 2006

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SAP IS-U Contacts and SAP CRM Activities: Unit Objectives

At the conclusion of this unit, you will be able to: z Explain the mapping of BP contacts from SAP IS-U in SAP CRM activities z Explain the relevant replication processes z Describe the Customizing settings required

¤ SAP AG 2006

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SAP IS-U Contacts and SAP CRM Activities: Overview

Course Overview


Relevant Objects


Contract Management



Initial Download








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SAP IS-U Contacts and SAP CRM Activities: Business Scenario

z You use business partner contacts in your existing SAP IS-U system to define specific interactions with your customers. In future, these BP contacts are also to be visible in SAP CRM. z As a system administrator, this therefore requires you to set up replication of BP contacts from SAP IS-U in SAP CRM activities.

¤ SAP AG 2006

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SAP IS-U Contacts and SAP CRM Activities: Overview

Overview

Data Mapping

Replication Processes

Customizing Settings

¤ SAP AG 2006

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Data Mapping Overview

SAP IS-U

SAP CRM

Business partner contact

Activity

BCONTACT

BUS2000126

• • • • • • •

Contact partner Employee Date Type/direction Priority Notes (free texts) Object relationships

• • • • • • •

Contact partner Employee Date Type/direction Priority Notes (free texts) Object relationships

¤ SAP AG 2004

Replication of business partner contacts has been possible as of SAP CRM 3.1 and SAP IS-U 4.64 in the standard system.

Replication exclusively in the OLTP direction? CRM implements (download); initial download and delta download are supported.

Object relationships have been implemented as cross-system accesses (direct access to the display transactions in SAP IS-U is possible);

Changes in SAP IS-U are replicated to SAP CRM; changes in SAP CRM are possible, but do not lead to the contact being changed in SAP IS-U.

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SAP IS-U Contacts and SAP CRM Activities: Data Mapping

Overview

Data Mapping



¤ SAP AG 2006

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Data Mapping Including Sub Objects

SAP IS-U

SAP CRM


Activity Header Data ORDERADM_H

Contact BCONT

Activity ACTIVITY_H Organization ORGMAN Partner PARTNER Date APPOINTMENT Texts TEXT STXH STXL

Notes STXH STXL

Object references DOC_FLOW

Linked objects BCONT_OBJ

…

¤ SAP AG 2004

Replication of business partner contacts has been possible as of SAP CRM 3.1 and SAP IS-U 4.64 in the standard system.

Replication exclusively in the OLTP direction? CRM implements (download); initial download and delta download are supported.

Object relationships have been implemented as cross-system accesses (direct access to the display transactions in SAP IS-U is possible);

Changes in SAP IS-U are replicated to SAP CRM; changes in SAP CRM are possible, but do not lead to the contact being changed in SAP IS-U.

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Mapping to a Separate Transaction Type in SAP CRM

Text determination procedure

Separate transaction type

Partner determination procedure

Date profile

¤ SAP AG 2004

The business partner contact is mapped to transaction type 0000 (contact) as standard.

If a separate transaction type is used: •

The text determination procedure used must contain the text type A002 (note).

•

The partner determination procedure used must contain partner functions with the 0006 (contact partner) and 0007 (contact person) types. Partner functions of the 0008 (person responsible) or 0005 (employee) types can also be used. The system enters the user who created the contact in SAP IS-U in these functions automatically.

•

The date profile must contain the date type ORDERACTUAL (actual date).

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SAP IS-U Contacts and SAP CRM Activities: Replication Processes

Data Mapping



¤ SAP AG 2006

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SAP IS-U

SAP CRM


BCONTACT

Activity

Download object SI_BCONTACT, BDoc type BUS_TRANS_MSG

BUS2000126

• Event controlled delta mechanism (Event IBSSIBCO) • Filter on contact number and/or business partner number possible

¤ SAP AG 2004

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SAP IS-U Contacts and SAP CRM Activities: Customizing Settings

Data Mapping



¤ SAP AG 2006

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Settings in SAP IS-U

Central mapping settings z Table BPCT_CRM_CLASS Map contact direction z Table BPCT_CRM_DIRECT Map contact priority z Table BPCT_CRM_PRIO Map text ID z Table BPCT_CRM_TDID

¤ SAP AG 2004

The following functions are controlled in the BPCT_CRM_CLASS table (according to the contact class, contact type and contact direction): Should a replication take place (distribution)? Should a template activity be used during creation of the activity? Which transaction type and activity category should be used (possibly customer-specific transaction type)? Should the activity description be firmly defined or should this consist of texts from the contact class/action?

To activate the replication, the BPCT_CRM_CLASS table must contain at least one entry (for example with contact class = contact action = contact type = direction= SPACE), for which the distribution indicator is selected. In this situation, all contacts selected would be replicated - subject to any middleware filter that has been set.

Table BPCT_CRM_DIRECT: The contact direction field (SAP IS-U) can have various (possibly customer-specific) characteristics. The comparable field in the activity is defined using the fixed values in the Data Dictionary. A mapping procedure must therefore be defined between these fields. If the table does not contain any entry, the system uses the value from the template activity, or an activity "without any details" is created for the direction.

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Enhancement Options

SAP IS-U

SAP CRM

For customer enhancements to the BP contact (CI_BCONT):

For customer enhancements to the BP contact (in SAP IS-U):

• Create append structure (BAPI_BCONTACT_CRM_LOCAL)

• Create append structure (BAPI_BCONTACT_CRM)

• Include all fields in CI_BCONT to be replicated in SAP CRM in the append structure.

• Include the same fields as those in the append structure in SAP IS-U)

BadI ECRM_BCONT_DOWNLOAD

¤ SAP AG 2004

Table BPCT_CRM_PRIO: The contact priority field (OLTP) and the comparable field in the activity can have various (possibly customer-specific) characteristics. A mapping procedure must therefore be defined for both of these fields. If no suitable entry is found during the download, the system replicates the original priority. This can lead to an incorrect contact in SAP CRM.

Table BPCT_CRM_TDID: The text object BCONT with the text ID BCON is available for contacts in the standard system shipped. The text object is replaced by the text object for the activity during replication. The text ID BCON is converted to the text ID A002 (note) in the activity. If you have defined an additional text ID for the text object BCONT, you must enter this here and specify the target text ID required for the text object CRM_ORDERH.

You do not need to make any specific settings for replication in SAP CRM, other than the filter settings for the middleware and basic settings for the activities.

Fields in CI_BCONT are available in the Business Add-In ECRM_BCONT_DOWNLOAD during the contact download according to the procedure described above.

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SAP IS-U Contacts and SAP CRM Activities: Summary

You are now able to: z Explain the mapping of BP contacts from SAP IS-U in SAP CRM activities. z Explain the relevant replication processes. z Describe the Customizing settings required.

¤ SAP AG 2008

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Initial Download

Content: z Overview of the initial download z Initial download of business partners z Initial download of contract accounts / business agreements z Initial download of technical objects z Initial download of utility contracts z Initial download of customer contacts

¤ SAP AG 2006

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Initial Download: Objectives

At the conclusion of this unit, you will be able to: z Explain the basic concept of the initial download z Describe the initial download procedure for the business partner, contract account (business agreement), connection object, point of delivery (including premise), utility contract, and customer contact objects

¤ SAP AG 2006

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Initial Download: Overview

Course Overview


Relevant Objects


Contract Management



Initial Download








© SAP AG

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Initial Download: Business Scenario

z As a system administrator, you are responsible for the initial download and require a procedure, which you can use to perform the initial download for various objects from SAP IS-U to SAP CRM.

¤ SAP AG 2006

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Initial Download: Overview

Overview

Business Partner

Contract Account/ Business Agreement

Technical Objects

Utility Contracts

Customer Contacts ¤ SAP AG 2008

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Initial Download as a Type of Data Exchange

Various types of data exchange

SAP IS-U

SAP CRM Server SAP ERP

z Loading data to and from an SAP CRM system:

Initial data load: Customizing and business data

Delta data load: Business data only

Synchronization: Customizing data

¤ SAP AG 2008

During the initial data transfer, all required data (pre-defined objects) from external systems is transferred to the SAP CRM server as mass data.

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Load Filtering Prior to the Initial Load Criteria for object-specific filter: Business Objects Name

Description

Filter settings Ç Ç Ç Ç Ç Ç Ç Ç

Attributes Classification: Attributes Bill of material Bill of material Contact Contact person master Customer Customer master Equipment Service equipment Material Material master Sales document Sales documents ... Object Filter ... Settings

Table

Field

OI

Low

KNA1

KTOKD

EQ

0006

Inactive ;

High Filtering: SAP ERP => SAP CRM

SAP CRM => SAP ERP

Initial "Data Load

Load Filtering

No Initial "Data Load

Delta Load

Load Filtering

Filter in AC

¤ SAP AG 2008

You can filter the objects to be transferred between the SAP CRM and SAP ERP back-end systems using filter criteria. These criteria are used for data transfers (initial or delta) from an SAP ERP backend to the adapter objects.

Filter settings must be activated manually. Business data is usually filtered in the source (to avoid unnecessary data traffic). Customizing data, materials and conditions can only be filtered in the source.

You can find the transaction for defining filter criteria under: Architektur und Technologie ÆMiddleware ÆData Exchange ÆObject Management ÆBusiness Objects (transaction R3AC1) / Customizing Objects (transaction R3AC3) / Condition Objects (transaction R3AC5).

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Start and Monitor Initial Data Load

Transaction R3AS (SAP CRM): Start Initial Load Load Object

BUPA_MAIN

Source Site (Sender) CRM_DEFAULT_DESTINATION Target Site (Recip.)

iwdf2911.wdf.sap…

z Select the objects loaded from the SAP ERP system or the SAP CRM system z Select source and target sites z Start initial data load

Monitoring z Monitor objects: Transaction R3AM1 (SAP CRM) z SAP CRM Middleware Monitoring Cockpit ¤ SAP AG 2008

You can find the transaction for starting the initial data upload under: Architecture and TechnologyÆ Middleware Æ Data Exchange Æ Initial Load Æ Start (transaction code R3AS).

If the initial data load is not successfully completed, Note 443900 contains a general error analysis with useful tips.

You can find the transaction for monitoring the initial data upload under: Architecture and Technology Æ Middleware Æ Data Exchange Æ Initial Load Æ Monitor objects (transaction code R3AM1).

You can use the SAP CRM Middleware Monitoring Cockpit to display the status of the initial data load. You can access the Monitoring Cockpit by choosing: Architecture and Technology Æ Middleware Æ Monitoring Æ Central Monitoring Æ Monitoring Cockpit (transaction code SMWP).

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11-8

Initial Data Load – Overview

z The initial data load is the basis for constant synchronization between the SAP ERP system and the SAP CRM Middleware. z Modifications are immediately sent to the receivers.

SAP CRM Middleware

z The data is processed automatically. z All predefined business objects z Customizing z qRFC is used for serialization.


After a successful initial data load, the delta load is activated.

© SAP AG

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Data Transfer Step-by-Step z Manual Customizing of CRM server applications z Load objects and define source system z Decide whether CDB data needs to be loaded to the CBD (mobile scenario) z Load data from SAP ERP/SAP IS-U:

Customizing objects

Condition objects

Organization models (if required)

Master data

z If subscriptions were created, data is automatically uploaded from the SAP CRM database to the consolidated database.

Monitor load, compare table entries ¤ SAP AG 2008

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11-10

Initial Download: Business Partner

Overview

Business Partner


Technical Objects

Utility Contracts


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11-11

BP: Prerequisites for the Initial Download 9 Initial load for regional structure 9 Initial load for banking master 9 Initial load for Customizing tables 9 Set up organizational structure 9 Map field control 9 Check/compare BP Customizing settings in OLTP and SAP CRM 9 Synchronize number ranges 9 Check event tables

CRMC_BUT_CALL_FU

¤ SAP AG 2006

Regional structure: download object DNL_CUST_ADDR

Bank master record: download object DNL_CUST_BNKA

Customizing tables: See the Setup-and-Load Guide for SAP CRM (service.sap.com/instguides) and the Cookbook “IS-U Specific Set-up-and-Load-Guide for Business Partner” on the SAP Service Marketplace (service.sap.com/utilities).

The organizational structure can be started in SAP CRM or loaded from the back end.

Field control for the business partner is usually defined differently in SAP CRM than in SAP IS-U. Downloading is not recommended here.

During the initial download, you must temporarily make all number ranges external. This ensures that all business partners are created with the same number. The system searches for a grouping that has been allocated a corresponding number range.

When business partners are downloaded from the back end, function modules that are managed in event tables (such as CRMC_BUT_CALL_FU) are processed in SAP CRM.

© SAP AG

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11-12

BP: Initial Download 9 Define load filtering if necessary and set block sizes for BDocs

9 Start initial download for business partner

9 Monitor initial download for business partner Transaction R3AM1

¤ SAP AG 2006

© SAP AG

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11-13

Initial Download: Contract Account/Business Agreement

Overview

Business Partner


Technical Objects

Utility Contracts


© SAP AG

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11-14

Business Agreement: Prerequisites for the Initial Download 9 Initial load of business partners (sold-to parties) completed 9 Check/compare BP customizing settings in OLTP and SAP CRM 9 Mapping field control 9 Synchronizing number ranges 9 Checking event tables

CRMC_BUT_CALL_FU

¤ SAP AG 2006

All sold-to parties, for which business agreements are to be loaded, must be loaded in SAP CRM before the business agreement is loaded.

Customizing tables: see also Cookbook “Set-Up-and-Load-Guide for Business Agreement / Contract Account” in the SAP Service Marketplace (service.sap.com/utilities)

For the initial download, you must temporarily switch between internal and external number ranges and allocate at least one business agreement class to every number range.

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11-15

Business Agreement: Initial Download 9 Define load filtering if necessary and set block sizes for BDocs

9 Start initial download for business agreements

9 Monitor initial download for business agreements Transaction R3AM1 ¤ SAP AG 2006

© SAP AG

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11-16

Initial Download: Technical Objects

Overview

Business Partner


Technical Objects

Utility Contracts


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IBase: Prerequisites for the Initial Download

9 9 9

Check the IBase category IU and the allocated object families

9

Initial download of regional structure

Setup product hierarchy and product categories Setup number ranges for connection object and point of delivery objects

¤ SAP AG 2004

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11-18

Technical Objects: Initial Download 9 Define load filtering if necessary and set block sizes for BDocs

9 Initial download for connection objects and points of delivery

9 Monitor initial download for connection objects and points of delivery Transaction R3AM1 ¤ SAP AG 2006

Download sequence: SI_CONNOBJ before SI_POD

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11-19

Initial Download: Utility Contracts

Overview

Business Partner


Technical Objects

Utility Contracts


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11-20

Utility Contract: Prerequisites for the Initial Download

9

Initial load of business partners (sold-to parties) and contract accounts (business agreements) completed

9

Products including configuration) have been created in SAP CRM (master data)

9

Master data templates have been defined in SAP IS-U (Customizing)

9 9

Default products have been recorded in SAP IS-U

9 9

Generate time slices in utility contracts

Convert the parameters that identify the product to constants in the master data templates

Convert constants back to parameters (in the master data templates)

¤ SAP AG 2004

The report ECRM_GENERATE_EVERH is used to generate time slices for utility contracts. The report always analyzes individual installations and their contracts here. All master data templates constants that are not flagged as 'only in creation mode' are used for analysis

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Utility Contract: Initial Download 9 Define load filtering if necessary and set block sizes for BDocs

9 Start initial download for contracts

9 Monitor initial download for contracts Transaction R3AM1

¤ SAP AG 2006

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11-22

Initial Download: Customer Contacts (SAP IS-U)

Overview

Business Partner


Technical Objects

Utility Contracts


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11-23

Customer Contacts (SAP IS-U): Prerequisites for Initial Download

9

Initial download of business partners (sold-to parties) and contract accounts (business agreements) completed

9

Customizing settings in SAP IS-U (Mapping to SAP CRM Customizing for activities) BPCT_CRM_CLASS BPCT_CRM_DIRECT BPCT_CRM_TDID

BPCT_CRM_PRIO

¤ SAP AG 2004

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Customer Contacts (SAP IS-U): Initial Download 9 Define load filtering if necessary and set block sizes for BDocs

9 Start initial download for customer contacts

9 Monitor initial download for customer contacts Transaction R3AM1

¤ SAP AG 2006

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11-25

Initial Download: Summary

You are now able to: z Explain the basic concept of the initial download z Describe the initial download procedure for the business partner, contract account (business agreement), connection object, point of delivery (including premise), utility contract and customer contact objects.

¤ SAP AG 2004

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11-26


Contents: z Marketing Process in Detail z Settings for Data Sources and Selection Attribute Lists z Customizing for the Segment Builder z Campaign Execution and Analysis

¤ SAP AG 2006

© SAP AG

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12-1

Settings for Marketing Campaigns: Objectives

At the conclusion of this unit, you will be able to: z Set up SAP BW as a data source for the segment builder z Create selection attribute lists for the segmentation z Understand the necessary Customizing for the Segment Builder z Explain campaign execution and the analysis process

¤ SAP AG 2006

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Settings for Marketing Campaigns: Overview

Course Overview


Relevant Objects


Contract Management



Initial Download








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12-3

Settings for Marketing Campaigns: Business Scenario

z As an administrator, you make the necessary preparations to allow the marketing department to execute a meaningful segmentation. You also ensure that data in SAP BW is always up to date.

¤ SAP AG 2006

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Settings for Marketing Campaigns: The Marketing Process in Detail

Marketing Process in Detail

Create a Data Source for the Segment Builder

Customizing for the Segment Builder

Campaign Execution and Analysis

¤ SAP AG 2006

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Marketing Process: Interaction View Customer

Utility company Market analysis

Business documents InfoCubes BW query Segment Builder

Business documents InfoCubes

Create target group

Create marketing plan and campaign Business documents Strategic Enterprise Management (SEM)

Business documents Marketing Planner Campaign

Update key figures

Customer contact through campaign Business documents Campaign Receives E-mail, letter, SMS or phone call

Contacts utility company Business documents For example, web shop

Business documents Activity management For example, create activity

Close utility contract

Analyze marketing campaign Business documents InfoCube BW query Strategic Enterprise Management (SEM)

¤ SAP AG 2008

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System Landscape: Marketing Processes

1 z Extract relevant data to BW

SAP ISU

2

3 z Create data source with link to BW query z Allocate data source to attribute list z Create target group with segment builder

z InfoCubes and query creation

SAP CRM

SAP BW

¤ SAP AG 2006

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Marketing Integration: Creating a Data Source for the Segment Builder





¤ SAP AG 2006

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Data Sources and Selection Attribute Lists z In order to model selection criteria (characteristics), profiles, and target groups

at least one data source must be created

at least one selection attribute list must be created

attribute filters for the characteristics must be maintained

z A data source describes the origin of characteristics. z Selection attribute lists are lists of selection criteria (characteristics) that are used in the segment builder to model profiles. z Attribute filters are created for characteristics. They represent fixed values or value areas for the selection.

¤ SAP AG 2004

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12-9

Data Sources for Target Group Selection

SAP CRM

SAP CRM

InfoSet Queries

Marketing Attributes

Data Sources

SAP IS-U External Lists

BW Query Based on InfoCubes

External Systems

¤ SAP AG 2008

A characteristic is a criterion used to describe an object.

In SAP CRM, attributes can be derived from the following sources: • Business partner master data, such as age, gender or address • BW master or transaction data, such as number of orders per month • Attributes that are created specifically for marketing purposes in SAP CRM, such as hobbies. These types of attributes are grouped together in characteristic groups. • External lists

To provide even more advanced target group selection capabilities, you can integrate external data, as well as external analytical tools.

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Creating a Data Source Maintain Data Sources for Segment Builder Create Data Source

1. Create Data Source

Create attribute list

2. Enter:

Create Data Source

z Origin Type z Name of BW report z Function Module z Description

¤ SAP AG 2008

In the SAP Reference IMG, choose → Customer Relationship Management → Marketing → Segmentation → Maintain Data Sources and Attribute Lists.

Creating a Data Source • Choose Create Data Source. • Enter the origin type, name of the attribute set or BW report, function module and a description for the data source, and choose Enter.

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Data Source with "Attribute Set" Origin Type Create Data Source

Attribute sets are available as data sources. They group marketing attributes that describe your business partner (such as hobbies).

¤ SAP AG 2008



© SAP AG

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Data Source with "BW Cube" Origin Type Create Data Source

You require BW queries if you want to model your target group of profiles on the basis of key figures or attributes from SAP BW. BW queries allow you to enrich your segmentation through transaction data. Once you have created your BW query in SAP BW, it is available in the selection help for the data source in SAP CRM.

¤ SAP AG 2008



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Data Source with "InfoSet" Origin Type Create Data Source

You need to create InfoSets in SAP CRM if you want to select business partner master data directly in the Segment Builder at a later date. In addition to the InfoSets that you created, SAP also provides a number of standard InfoSets, which can be used for marketing purposes.

¤ SAP AG 2008

Create InfoSet (SQ02) (technical user).

The InfoSet determines which database fields from the selected table can be used to create an ABAP/4 query (defined in graphic).

Understanding of the required data model is necessary.

Developer/user authorization required

Definition of user groups for queries (SQ03) (technical user)

A user group identifies which system users are authorized to access specific functional areas. A user group can be assigned more than one functional area..

Create an SAP query (SQ01) (technical user).

When you create an ABAP/4 query, you can create lists of database information on an ad hoc basis. For example, you can create a query that creates lists of customers based on postal codes.

Using queries

The query can be used by all the users assigned to the user group. The results of the selection can be written to a target group.

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Data Source with "External List Management" Origin Type Create Data Source

The External List Management business scenario provides a comprehensive solution for maintaining your external address lists, which you use to win new customers and to increase your market share and brand awareness. It incorporates the entire process for processing external addresses, from checks to data preparation, in order to create business partners and target groups from these address entries. ¤ SAP AG 2008

For further information on External List Management, see the online documentation for SAP CRM: CRM Enterprise > Enterprise Marketing > External List Management (ELM).

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Maintaining Selection Attribute Lists 1. Create selection attribute list 2. Add description 3. Enter category and segment type 4. Allocate data source 5. Select required data source 6. Select attributes and attribute filter

Create selection attribute list Description Category Segment type

IUT255_999 Campaign execution CAMPAIGN

Allocate data source

InfoSet Query 1 Attribute 1 Attribute 2 Attribute 3 Attribute 4 Attribute Set 1 Attribute 5 Attribute 6 Attribute 7 Attribute 8 Attribute 9 Attribute 10 Attribute 11 Attribute 12 Filter 1 Filter 2 Filter 3

Allocate data source Attribute Set 1 Attribute Set 2 Attribute Set 3 BW Query 1 BW Query 2 BW Query 3 InfoSet Query 1 InfoSet Query 2 InfoSet Query 3

¤ SAP AG 2004

Creating an Attribute List • Choose Create Attribute List and enter a description, category and segment type for the attribute list. • Choose Assign Data Source and then select a data source. • The name of the data source then appears below the name of the list. • You can add as many data sources to the attribute list as you require. • Call the list of attributes and select the attributes that you want to include in the list.

Creating a Filter • To create a filter for an attribute, right mouse click on an attribute and choose Create Filter. • Enter the criterion and a description for the filter. Depending on the type of attribute, you either enter your own values or select from values that are already defined.

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Marketing Integration: Customizing for the Segment Builder





¤ SAP AG 2006

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Customizing: Attribute Type and Display Type

z An attribute type... z classifies similar attributes, in order to allocate them to a joint display type (kitchen diagram, balcony diagram, and so on).

z For example: You create the Demographic attribute type, which you then allocate the Country, Postal Code, and State attributes. You then allocate the Kitchen Diagram display type to the Demographic attribute type.

¤ SAP AG 2006

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Customizing: Segment Type

z Every object in the Segment Builder (profile, profile group, target group, selection attribute list) must be allocated to a segment category z Segment types can be used in the following ways: z To control which users can process which objects (if you use an authorization concept) z As a search criterion in the locator when searching for these objects z Whether you require other types in addition to the segment types provided by SAP depends, for example, on how many users are working with the Segment Builder, and whether you want to influence who can influence which objects.

¤ SAP AG 2004

Segment types break down the standard segment categories Target group, Sample and Product proposal and can be required for authorization and display purposes.

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Customizing: Rules for the Segment Builder

z In a sample creation, you use the selected rules to define how the sample is assembled. For example, from a certain percentage of selected business partners, the selection of every second business partner, or similar. z In the case of target groups, the rules define how the target groups are to be processed. For example, what system is to be used to reduce a target group ("remove every tenth business partner"), or to divide a target group ("divide into two groups after random entry").

¤ SAP AG 2004

Example

You want to divide a target group with 15 business partners into three target groups, TG 1, TG 2, and TG3. According to the selected rule, the business partners are allocated to the target groups as follows: • First entries - The first five business partners in the list are allocated to TG1, the next five to TG 2, and the last five to TG 3. • Last entries - The first five business partners in the list are allocated to TG 3, the next five to TG 2, and the last five to TG 1. • Distributed equally - Each business partner is assigned to the line after a target group. For example, BP 1 to TG 3, BP 2 to TG2, BP 3 to TG 1, BP 4 to TG 3, BP 5 to TG 2, BP 6 to TG 1, and so on. • Distributed randomly - Each business partner is randomly allocated to a target group.

© SAP AG

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Marketing Integration: Campaign Execution and Analysis





¤ SAP AG 2006

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Marketing Planner

Marketing plan SAP Energy 2002

Eco Electricity

Gas Deluxe

E-Mail

Bill Supplement

Target group

Catalog

Product

Example:

Nn......

Document

¤ SAP AG 2004

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Campaign Replication in SAP BW z In SAP CRM: Marketing > Marketing Planning and Campaign Management > Administration > Transfer Marketing Projects to SAP BW z Transfer campaigns from SAP CRM to the SAP back-end (project system)

SAP CRM (in Marketing Planner): Marketing Project > Transfer to ERP > Single Marketing Project

SAP IS-U: Logistics > Project System > Project > Project Builder > Open Project (project definition = campaign ID from SAP CRM)

z Linking of contract item with campaign (SAP CRM) z Replication of this object link to SAP IS-U (time slice for contract)

¤ SAP AG 2008

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Marketing Based on Individual Objects 1. Select attributes and key figures in SAP BW 2. Use the EEW to create ADS (SAP CRM) 3. Create analysis process for entering data in ADS (SAP BW) 4. Aggregate InfoCubes (SAP BW) 5. Specify SAP CRM (SAP BW) as the data target and ADS as the subobject 6. Execute the analysis process in the APD (SAP BW) 7. Create an InfoSet for the ADS table (SAP CRM) 8. Create data source, based on InfoSet (SAP CRM) 9. Create selection attribute list, allocate data source (SAP CRM) 10. Segmentation in Segment Builder (SAP CRM) 11. Campaign execution (SAP CRM)

¤ SAP AG 2008

The retraction of data to SAP CRM is possible as of SAP CRM 4.0. This makes marketing based on individual objects possible with standard SAP tools.

Consider which attributes and key figures from SAP BW are to be provided for the Segment Builder in SAP CRM for target group selection. The attributes, key figures, and navigation attributes from the 0UCMA_C01 InfoCube are available.

Use the Easy Enhancement Workbench (EEW) in SAP CRM (transaction EEWB) to create an ADS (analytical data storage) for the object type INDIVIDUAL_OBJECT. Select the connect SAP BW system and add the InfoObjects desired for the target group selection to the list of InfoObjects. The InfoObjects for the business partner GUID (0BP_GUID), the GUID for the individual object (0CRM_PROD), and the link between the two (0BUS_FUNC) are mandatory, as they determine the key of the ADS and are always displayed by the system. The transparent tables generated by the system display a structure that is required again in a subsequent step.

Use the APD (analysis process designer) in SAP BW to create an analysis process for entering data in the ADS. Select "Read Data from the InfoProvider" as the data source, and enter the 0UCMA_C01 InfoCube as the InfoProvider for the target group selection. Select the fields that you specified when defining the ADS in SAP CRM. This selection should correspond to the InfoObject. Select the 0UCC_IS04 InfoSet (read point of delivery (SAP CRM) for installation (SAP IS-U)) from the "Read Data from InfoProvider" category as the additional data source. Use the installation number to define a transformation of the category "Join Data from Multiple Data Sources" between the two InfoProviders. Save the analysis process.

In order to uniquely define the ADS key in SAP CRM, with reference to the selection of data records using the analysis process, you must aggregate the data from the InfoCube. To do this, use a transformation from the "Restrict Data Quantity" category to define suitable filter conditions.

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Choose "Update CRM Attributes" as the data target, select the CRM system as the logical system, then enter "Storage Location for Analytical Data" as the data target and the name of the ADS as the subobject. Use the fields to define the mapping between the data source and data target.

Execute the analysis process in the APD (Analysis Process Designer). You have used the retraction of data from SAP BW to SAP CRM to enter data in the ADS. You must create an InfoSet for the ADS table in order to be able to use this data for segmentation.

Create an InfoSet in SAP CRM. Enter the name of the container for the storage of analytical data. You use the CRM_ADS_TABLES task in the Easy Enhancement Workbench to find the name. You do this by chooseing the object name that ends with _S.

You can now create a data source for the Segment Builder, based on this InfoSet.

Create a selection attribute list and allocate it the data source created previously. The characteristics and key figures of the ADS (InfoSets) appear as attributes in the selection attribute list.

Segmentation in SAP CRM: Criteria that refer to different attributes of the same, or different individual objects must be combined in such a way that a business partner can only be allocated to a target group if all these criteria are met.

Campaign execution: The marketing letter to the business partner should list connection objects and points of delivery, to whcih the product advertising refers. However, it should not list all other connection objects and points of delivery for the business partner. To do this you must use the selected individual objects to transfer the information from the segmentation to the campaign execution.

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Campaign Execution: Settings for Personalized Mails

z Define scenario for mail forms (scenario type: ADS) z Selection of relevant ADS table (as defined by Easy Enhancement Workbench) as a structure z Selection of fields within the structure

When defining the mail form, the system provides the fields selected selected in Customizing for selection as dynamic mail attributes.

¤ SAP AG 2004

If an external system is to be used for executing a campaign (for example, a letter shop for an external call center), then you must select open channel as the communication medium. the CRM_MKT_EXP_CAMP_DAT BAdI is available for this purpose. You can use the implementation of this BAdI to realise the transfer of the target group to the open channel.

If a business partner is to be notified by SMS, you must specify the mobile phone number under 'pager services' in the business partner master record.

You can also use the communication type chosen by the business partner himself to inform a business partner in the target group. This communication type can be defined in the business partner master data.

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Campaign Execution: Settings for Bill Supplements (SAP IS-U)

z SAP CRM z Define RFC connection and target systems for marketing campaigns z Define project profile for project in SAP IS-U z Define communication medium ("open channel") z Check BAdI implementation CRM_UTIL_MKT_EXE z SAP IS-U z Define project profile z Define flyer IDs and SAP standard texts for bill supplements z Activate PRINTACT_H and PAR_H_LINES form levels in bill form

¤ SAP AG 2008

In Customizing for Customer Relationship Management, choose the following menu path: Marketing ĺ Marketing Planning and Campaign Management ĺ System Landscape ĺ Define RFC Connections/Define Target Systems (ERP, BW). There you maintain the RFC destination of the connected SAP IS-U for identification MKTPLR3 and parameter category MKTPLR3RFC. You also choose 'Define ERP Project Profile for RFC Destination' in order to define a project profile that is used when creating ERP project master data in SAP IS-U.

Communication medium: Customizing (CRM): Marketing ĺ Marketing Planning and Campaign Management ĺ Campaign Execution ĺ Define Communication Medium. For example, you can define "ISU1", and "Open Channel" as the communication method.

Check the CRM_UTIL_MKT_EXE BAdI implementation. If necessary, create and activate a copy of this implementation in order to transport campaign data to the open channel.

The project profile allocated in SAP CRM Customizing must exist in SAP IS-U.

Flyer IDs and SAP standard texts for bill supplements are defined in the SAP IS-U print workbench and in transaction SO10.

The form levels are activated in transaction EFRM. You must also select the valid bill form. You can find the two form levels under the "Document Header" root (DOC_HEADER).

© SAP AG

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Campaign Analysis I

SAP CRM Campaign

Exe

SAP IS-U Contract is replicated in SAP IS-U

on cuti

Contract

Once the campaign has been executed, a contract can be created in SAP CRM.

on ati c i pl Re

Contract Bil ling

Revenues and consumption history

SAP BW tr Ex

n ti o c a After billing, the data is extracted to SAP BW

¤ SAP AG 2006

Utility contracts are assigned to a campaign within the sales process in SAP CRM.

During the replication of the service contract to SAP IS-U, the campaign ID is stored in the timedependent data of the contract in SAP IS-U. The time slice is restricted by the contract start and end dates of the replicated SAP CRM service item.

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Campaign Analysis II Campaign Analysis

SAP BW

Update Rules

SAP IS-U Contract

Transaction Data

Master Data

SAP IS-U Historical Consumption Values

Time-Dependent

Time-Independent

DATA SOURCES ¤ SAP AG 2008

The same InfoSource 0UC_ISU_CONSUMPTION as for the target group selection forms the basis for campaign analysis in BW. The allocation of utility contracts to a campaign is reflected by the result of the upload to the 0UCCONTRACTH_ATTR data source (time-dependent attributes of the contract).

If a product change is completed in SAP CRM, it is possible that more than one time slice will exist for a contract in SAP IS-U. If an up-selling campaign means that a different campaign ID is allocated to the new service item, then the product ID and campaign ID are different for the resulting time slices for the SAP IS-U contract.

For the campaign analysis, the data from the PSA, from the 0UC_ISU_CONSUMPTION or 0UC_ISU_CONSUMPT_02 InfoSources, is updated in the 0UCMA_C02 InfoCube. The billing (extrapolation) key figure values are weighted using the billed (extrapolated) time portion of the consumption month of the valid campaign for this month. In order to determine the valid campaign, the time-dependent marketing element (0CRM_MKTELM) attribute for the utility contract (0UCCONTRACT) from the InfoSource 0UC_ISU_CONSUMPTION is read for the relevant time portion of the consumption month. If the relevant time portion overlaps multiple entries from the time-dependent master data table for the utility contract, then this can result in a key figure split in SAP BW.

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Campaign Management in the Utilities Industry: Detailed Information

z Cookbook "IS-U/CRM Integration Marketing" (service.sap.com/utilities) z Online help (help.sap.com) -> CRM -> Industry-Specific CRM -> Service Industries -> Utilities -> Campaign Management for the Utilities Industry z Industry-independent course on market planning and campaign management: (CR600 CRM Marketing) z Industry-independent course on analytical CRM: CR900 (Analytical CRM)

¤ SAP AG 2004

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Settings for Marketing Campaigns: Summary

You are now able to: z Set up SAP BW as a data source for the segment builder z Create selection attribute lists for the segmentation z Understand the necessary Customizing for the Segment Builder z Explain the campaign execution and analysis process

¤ SAP AG 2004

© SAP AG

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Settings for Marketing Campaigns - Exercises

Unit:


Topic:

Data Sources, Attribute Lists, Segmentation

At the end of these exercises, you will be able to: • Set up SAP BW as a data source for the Segment Builder

As administrator, you make the necessary preparations to allow the marketing department to execute a meaningful segmentation. You also ensure that the data in SAP BW is always up to date.

4-6-1 Data Sources 4-6-1-1 Create a new data source. To do so, use the “consumption history” query (I_0UCMA_C01/UT_CONSUMPTION_HISTORY) from the area Industries → Utility Companies → Marketing → Contract Analysis → Sales Statistics → Consumption History. Give the data source the description IUT255-##. Specify BW_00_700 as the RFC destination.

4-6-2 Attribute Lists 4-6-2-1 Create a new attribute list. Assign your attribute list the data source that you created previously. Allocate the attribute list the description IUT255-##, the ‘Campaign Execution’ category, and the ‘Campaign’ segment type. Save the attribute list. 4-6-2-2 Create different filters for your attributes. Do not define the business partner as a filter!

© SAP AG

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4-6-3 Segmentation 4-6-3-1 Create a new profile set. Assign a new key “IUT255-## with SAP BW Query”. 4-6-3-2 Create a new target group within your profile set. Use the attribute list that you just created. Create a target group for the profile set. Which business partners does the target group for the profile set contain?

4-6-4 Marketing Planner 4-6-4-1 (OPTIONAL) Create a new campaign. Use campaign ISU_OFFER as the template. Assign the campaign the key IUT255-##. Assign the campaign the target group that you created earlier and then save the campaign.

© SAP AG

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Settings for Marketing Campaigns -

Solutions

Unit:


Topic:

Data Sources, Attribute Lists, Segmentation

4-6-1 Data Sources 4-6-1-1 Create a new data source. To do so, use the “consumption history” query (I_0UCMA_C01/UT_CONSUMPTION_HISTORY) from the area Industries → Utility Companies → Marketing → Contract Analysis → Sales Statistics → Consumption History. Give the data source the description IUT255-##. Specify BW_00_700 as the RFC destination. -

In the project IMG (transaction SPRO), choose Customer Relationship Management -> Marketing -> Segmentation -> Maintain Data Sources and Attribute Lists.

-

Create a new data source. Select the Business Information Cube in the Origin Type field.

4-6-2 Attribute Lists 4-6-2-1 Create a new attribute list. Assign your attribute list the data source that you created previously. Allocate the attribute list the description IUT255-##, the ‘Campaign Execution’ category, and the ‘Campaign’ segment type. Save the attribute list.

© SAP AG

-

In the project IMG (transaction SPRO), choose Customer Relationship Management -> Marketing -> Segmentation -> Maintain Data Sources and Attribute Lists.

-

Create a new attribute list. Use the ‘Assign Data Source’ button to assign your data source from the previous exercise.

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4-6-2-2 Create different filters for your attributes. Do not define the business partner as a filter! -

Select the desired attributes and use the right mouse button to create filter values. Choose appropriate filter criteria (for example, value ranges instead of single values).

4-6-3 Segmentation 4-6-3-1 Create a new profile set. Assign a new key “IUT255-## with SAP BW Query”. 4-6-3-2 Create a new target group within your profile set. Use the attribute list that you just created. Create a target group for the profile set. Which business partners does the target group for the profile set contain? -

Based on the profile set, the target group contains the join for all individual target groups.

-

To define the target group, you must choose your attribute list. Use your mouse to drag the corresponding filter value to the window on the right.

-

Use the right mouse button to select your target groups and then set up the target group.

-

You can open the target group.

4-6-4 Marketing Planner 4-6-4-1 (OPTIONAL) Create a new campaign. Use campaign ISU_OFFER as the template. Assign the campaign the key IUT255-##. Assign the campaign the target group that you created earlier and then save the campaign.

© SAP AG

-

In the navigation area, choose Marketing -> Segmentation.

-

Assign the target group on the ‘Segments’ tab page. Remove the copied segment from the ISU_OFFER campaign and add your own target group.

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© SAP AG

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Processes in the Interaction Center WebClient for Utilities

Contents: z IC WebClient for Utilities - Overview z Structure and Functionality of the IC WebClient z Processes

¤ SAP AG 2006

© SAP AG

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Processes in the Interaction Center WebClient for Utilities: Objectives

At the conclusion of this unit, you will be able to: z Provide an overview of the IC WebClient for Utilities z Explain the structure and functionality of the IC WebClient for Utilities z Describe the typical processes of the IC WebClient for Utilities

¤ SAP AG 2006

© SAP AG

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Processes in the Interaction Center WebClient for Utilities: Overview Course Overview


Relevant Objects


Contract Management



Initial Download








© SAP AG

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Processes in the Interaction Center WebClient for Utilities: Company Scenario

z You want to familiarize yourself with the functions of the IC WebClient and gain an overview of the requirements and implemented processes.

¤ SAP AG 2006

© SAP AG

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Processes in the Interaction Center WebClient for Utilities: Overview

Overview

Structure and Functionality

Processes

¤ SAP AG 2006

© SAP AG

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IC WebClient for Utilities: Evolution of Agent Work Center

Front Front Office Office IS-U/CCS 1.2 IS-U/CCS 1.2 ¤ SAP AG 2008

© SAP AG

L-Shape L-Shape CIC CIC IS-U/CCS IS-U/CCS 4.61 4.61

IC IC in in CRM CRM CRM CRM 3.0 3.0

IUT255

IC IC WebClient WebClient CRM CRM 4.0 4.0

IC IC WebClient WebClient CRM CRM 2007 2007

13-6

IC WebClient for Utilities - Short Description z "IC WebClient for Utilities" is a call center solution and contains:

A pure HTML interface New architectural elements z

BOL layer (Business Object Layer)

z

Genil (Generic Interaction Layer)

z Interface developed and optimized specifically for process flows in a call center z Integrated into IC framework of SAP CRM z No SAPGUI installation necessary (WWW browser as interface) z Possibility to call BSP applications z Possibility to call front office processes from SAP IS-U

¤ SAP AG 2004

The transaction interfaces have been redesigned.

Integration of the IC WebClient into the WebClient framework of SAP CRM. All past and future developments can be integrated into this framework.

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Processes in the IC WebClient z

Identifying business partner, contract account, and/or premise

z

Changing business partner and contract account

z

Changing bank data

z

Different overviews of business partner information

z

Activity management, workflow for back office

z

Office integration (MS Word)

z

Move-in, move-out, and move-in/out process

z

Meter reading entry

z

Budget billing adjustment

z

Bill information/bill correction

z

Account information

z

Follow up => Complaint management / Case management

z

Installment plan, deferral

z

Malfunction/service notification (calling a front office process)

¤ SAP AG 2008

© SAP AG

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Processes in the Interaction Center WebClient for Utilities: Structure and Functionality

Overview


Processes

¤ SAP AG 2006

© SAP AG

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13-9

IC WebClient: Architecture Work center of agent Telephone*,

Index server

Browser

eMail etc.

TREX Search Engine

Contact Center Communication Mgmt. Software *

Telephony * Email * SAPconnect SAPconnect Connector *

ABAP engine

Broadcast Messaging Server Software Agent Framework

IC WebClient Business Server

Business Communication Broker

CRM Sales, Service, Marketing

Middleware

ICI Connector *

J2EE engine IC WebClient Server SOAP Connector

Channel Mgmt. Universal Queue Interaction Routing

Web Application Server 6.20 / SAP CRM 4.0

Index Mgmt. System (IMS)

SAP R/3 Plug In

SAPconnect

SAP APO Internet Pricing & Configurator (IPC)

SAP BW

Chat * * = 3rd party component

¤ SAP AG 2008

Integration with the IC WebClient Framework means that the entire infrastructure can be used such as: •

Search in TREX (not yet realized for SAP IS-U/CCS, but possible)

•

Connection to SAP APO and SAP BW

•

Multi-channel integration

The interface is consistent for the call center agents. The agent does not know (or need to know) whether the application runs in SAP CRM or SAP IS-U, for example.

Training course CR410 provides detailed information on the architecture of the IC WebClient.

© SAP AG

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IC WebClient: Integration Front end

Business partners Contract accounts

SAP CRM

SAP IS-U

B D O C

Data model SAP CRM

• • • •

Back end

Replication

B D O C B D O C

Call center processes Internet Activities PC UI calls

Middleware Server Data model SAP CRM

B D O C

Data model SAP ISIS-U

• • • •

Billings Invoicing Device Management FI-CA

z Front office calls z Objects from SAP IS-U for IC WebClient: z

Enter meter reading results

z

Change master data...

z Start workflows from SAP IS-U: For example, service connection ¤ SAP AG 2008

Integration takes place in two different ways: •

Information is exchanged between systems using the middleware

•

Functions are called directly in the current system using Remote Function Calls (RFC)

© SAP AG

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IC WebClient: Structure Title Bar

Scratch Pad

Alerts

Account Info

Communication Data

Toolbar System Messages

Navigation Bar

Workspace

¤ SAP AG 2008

Scratch pad - Information from the scratch pad can be added to business documents.

Toolbar - For telephony functions

System messages area - displays system information, warnings, error messages

Workspace – For working on business processes such as sales and service orders, starting call lists and interactive scripts, searching for business partners, products, and transactions in the customer history

Navigation area – For starting processes and for navigating between screens

Broadcast messages – For sending electronic messages to agents (function intended for managers); Messages appear immediately on the agent's IC interface.

Context area - Combination of account info, alerts and communication data providing background information for the current transaction •

Account info - Displays the most important information for the current business transaction such as name of customer and company

•

Alerts - Generates the alerts that the agent sees, such as automatic proposals and reminders.

•

Communication data - Information from the Communication Management Software (talk time, automatic number identification, agent status, queue status)

© SAP AG

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Navigation Bar

Standard area

Lead Contact History

Determined by administrator

Index

Personalized area Determined by agent

Opportunity

Lead Contact History Opportunity Update Navigation Bar

¤ SAP AG 2004

The navigation bar is a fixed area in the Interaction Center WebClient and enables quick and easy access to the transactions that are used most often. Each transaction is a hyperlink, which the function opens. The function in use is highlighted.

The navigation bar is integrated into the index. Agents can add or remove index entries from their personalized navigation bar.

The navigation bar consists of two areas: •

Standard area: Contains the transaction used most often in the IC WebClient These functions are determined by the standard navigation bar profiles.

•

Personalized area: Agents can set up this area for their own use. They can also use the index to change this area.

© SAP AG

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Scratch Pad

Customer reports problems with notebook HT-1010: Error message 190 is displayed ..

Reuse text: For text search in knowledge search

In the sales and service processes to select text types

In the contact data to select a text type

¤ SAP AG 2004

The scratch pad is a temporary work area in the Interaction Center WebClient that agents use as an electronic note pad to store information during interaction with a customer.

It allows agents to record comments at any time: •

An agent can enter data at any time during the interaction, regardless of which screen he/she is working in

•

The pushbutton to open the scratch pad is fixed (always in the top edge of the screen)

•

The agent can import data from the scratch pad to relevant documents (interaction record, customer order, service order) or to the knowledge search at any time

© SAP AG

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Processes in the Interaction Center WebClient for Utilities: Overview

Overview


Processes

¤ SAP AG 2006

© SAP AG

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13-15

The Process in the Utilities Interaction Center - 1 Managing Master Data and Customer Data Find and maintain business partners, business agreements and

technical master data Broad and flexible customer overviews of the complete customer environment

Fast Sale of Utility Contracts Utility-specific product proposals incl. interactive scripting and

bill calculations based on the IS-U bill simulation Managing supply contracts and quotations for private customers Integration of credit risk in product proposal and contract process Integration of IS-U Intercompany Data Exchange to handle the market communication

for retailer (start/end of delivery)

Customer Service Processes Service processes in FI-CA such as account balance, payments and dunning notices… Create and change installment plans, payment plans, bill corrections Enter meter readings

¤ SAP AG 2008

© SAP AG

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The Process in the Utilities Interaction Center - 2 Additional Processes available in Interaction Center (not complete)

Office Integration (MS Word) (® IC Framework)

Complaint management

Service tickets and orders (CRM Service)

Malfunction/service notification (calling a front office process)

Calling IS-U front office processes using Transaction Launcher

E-Mail Response Management

Interactive Scripting

Intent-driven interaction

Wrap-up lists

Real-time offer management

…

¤ SAP AG 2008

© SAP AG

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Managing Customer Data

Find and create customers incl. contacts Maintain customers of the type 'Person' and 'Organization' Maintain customer data

¤ SAP AG 2008

© SAP AG

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Managing Technical Objects

Creation of connection objects, premises and points of delivery Templates speed up the creation process

¤ SAP AG 2008

© SAP AG

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Utility-Specific Product Proposal

Based on consumption pattern of customer Billing amount for product proposal via IS-U bill simulation Direct creation of quotations and contracts

¤ SAP AG 2008

© SAP AG

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Configuration of Business Processes with Process Framework

Contract and quotation process structured on process framework General process infrastructure for Î Managed processes and one-step processes Î Customizing and enhancement of processes Î Customer-specific checks Î Check of pre-entry conditions

¤ SAP AG 2008

© SAP AG

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Service Location Workbench

Creation of Creation of connection connection object, premise, object, premise, and point of and point of delivery delivery

Display/Change Display/Change connection object connection object

Display/Change Display/Change premise premise

Display/Change Display/Change PoD PoD

A service location consists of a connection object,

one or more premises for each connection object, one or more points of delivery per premise. There are several possibilities for service location search in the Interaction Center. The service location data is replicated to the IS-U system.

¤ SAP AG 2008

There are two possibilities to search for service locations in the IC Web Client: • You can use the identification screen. The search fields for service location are positioned in the upper right hand side and labeled ‘Search Criteria’. • You can use the ‘Technical Data’ view from the navigation bar.

© SAP AG

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Scenarios with Contract Integration

Service Processes

Sales Processes

z

Regulated market

z

Service processes (move-in/out, bill correction, etc.)

z

Replication of business partner and contract account

z

Regulated market with the sale of products

z

Sales processes and product quotations

z

Replication of business partner, CARP and service location

z

Deregulated market with the sale of products

z

Sales process and start of market communication

Deregulation z Replication of business partner, CARP and service location

¤ SAP AG 2008

© SAP AG

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Processes in the Interaction Center WebClient for Utilities: Summary

You are now able to: z Provide an overview of the IC WebClient for Utilities z Explain the structure and functionality of the IC WebClient for Utilities z Describe the typical processes for the IC WebClient for Utilities

¤ SAP AG 2008

© SAP AG

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IC WebClient

Unit:

Exercises

IC WebClient

Topic: Processes in the IC WebClient At the conclusion of these exercises, you will be able to: • Navigate in the IC WebClient • Find information about business partners and their objects • Start processes from the IC WebClient You are a call center employee. This means that you have to gather information about customers using the IC WebClient. You also have to start and operate processes from the IC WebClient.

5-1-1

Logging on to the IC WebClient 5-1-1-1

Start the Interaction Center WebClient. Log on as user UT-CS-DE (password: welcome). Note: On the initial screen, choose “Communication Channel Session” and allow “Multiple Logons” (in the first session, leave communication channel services active, but proceed in the current session without communication channel services).

____________________________________________________ ____________________________________________________

5-1-1-2

Where can you define the application language for the IC WebClient? ____________________________________________________ ____________________________________________________

© SAP AG

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5-1-1-3

In the IC WebClient, you must not use the browser keys (such as “Back” or “Forward”) since otherwise the context in the IC WebClient is lost. Activate fullscreen mode and hide the address bar automatically.

___________________________________________________ ___________________________________________________

5-1-2

Identification

5-1-2-1

Identify the business partner IUT255-## that you created earlier.

___________________________________________________ ___________________________________________________

5-1-2-2

What do you notice about the identification page?

___________________________________________________ ___________________________________________________

5-1-2-3

View details about your business partner and the premise using the "More Fields" links.

____________________________________________________ ____________________________________________________

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5-1-3

Displaying Information 5-1-3-1

Navigate to the business partner view to find out about the number of contract accounts and contracts for your business partner. Look at the ISU data environment. ____________________________________________________ ____________________________________________________

5-1-3-2

Now go to the contract account view to inform the customer of the next payments due.

____________________________________________________ ____________________________________________________

5-1-4

Move-Out 5-1-4-1

OPTIONAL: Carry out a move-out for your business partner.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

© SAP AG

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IC WebClient

5-1-1

Unit:

IC WebClient

Topic:


Solutions

Logging on to the IC WebClient 5-1-1-1

Start the Interaction Center WebClient. Log on as the user UT-CS-DE (password: welcome). Note: On the initial screen, choose “Communication Channel Session” and allow “Multiple Logons” (in the first session, leave communication channel services active, but proceed in the current session without communication channel services). Start the URL WebClient. A browser window opens automatically. You can then save the URL in your browser favorites. To start the Interaction Center WebClient, you no longer require a SAP GUI. However, you should note the following:

5-1-1-2

•

Remove the entry between “sap” and the next character “/”, for example: http://deztdc00.wdf.sap.corp:52080/sap(bD1kZSZjPTc3MCZkP W1pbg==)/bc/bsp/sap/crm_ic/default.htm

•

Note that the client is transferred as a parameter after the “default.htm” text. You can use the following syntax: “?sapclient=[Client]”, for example: http://deztdc00.wdf.sap.corp:52080/sap/bc/bsp/sap/crm_ic/default .htm?sap-client=770

Where can you define the application language for the IC WebClient? The language in the IC WebClient is defined in the browser options. Start Internet Explorer and choose Tools ### Internet Options. On the “General” tab page, choose “Languages”. A list of the possible languages is displayed. The first entry specifies the language of the IC WebClient.

© SAP AG

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5-1-1-3

In the IC WebClient, you must not use the browser keys since otherwise the context in the IC WebClient is lost. Activate fullscreen mode and hide the address bar automatically. To activate fullscreen mode, choose F11 in the Internet Explorer. You can activate the “hide automatically” function in the context menu for the remaining address bar.

5-1-2

Identification 5-1-2-1

Identify the business partner IUT255-## that you created earlier. If the search template for the business partner and premise is not displayed automatically, choose the “Identification” entry in the navigation bar. Enter IUT255-## in the Business Partner field and confirm with ENTER. Your business partner is confirmed automatically if the system finds only one entry.

5-1-2-2

What do you notice about the identification page? One premise was found for the business partner automatically (and confirmed where necessary).

5-1-2-3

View details about your business partner and the premise using the "More Fields" links. The links to the detailed pages are located in the upper right-hand area of the respective view. You can return to the identification page by choosing “Cancel and Back”.

5-1-3

Displaying Information 5-1-3-1

Navigate to the business partner view to find out about the number of contract accounts and contracts for your business partner. Look at the ISU data environment. You can call up the Overview view using the navigation bar and by choosing "Service Location Environment". You can branch to the IS-U data environment by choosing “IS-U Data Environment” in the lower area of the business partner view.

5-1-3-2 © SAP AG

Now go to the contract account view to inform the customer of the next payments due. IUT255

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You can branch to the Billing view using the navigation bar.

5-1-4

Move-out 5-1-4-1

OPTIONAL: Carry out a move-out for your business partner. Navigate to the "Move Out" view and enter a move out date, as well as the meter reading results. Take into account any messages that appear in the system messages area. Save your move-out. Save the contact that was opened automatically after you saved the move-out, and end the call by choosing the relevant button in the toolbar.

© SAP AG

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Contents: z Scenario Description z Business Partner Group Hierarchy z Outline Agreement z Opportunity z Service Location z Distributor Determination and Grid Usage z Consumption and Price Profiles z Quotations and Contracts z Contribution Margin Account

¤ SAP AG 2006

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Objectives

At the conclusion of this unit, you will be able to: z Describe the sales process for commercial and industrial customers z Explain the concepts for distributor determination, grid usage, and profiles z Describe how quotations are created and costs are calculated

¤ SAP AG 2006

© SAP AG

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14-2

Marketing Integration - Segment Builder and Marketing Planning: Overview Course Overview


Relevant Objects


Contract Management



Initial Download








© SAP AG

IUT255

14-3

Sales Processing for Commercial and Industrial Customers: Company Scenario

z As Key Account Manager, you create a utility contract quotation for a prospective customer outside of your usual service territory. You take into account factors such as the previous consumption pattern, grid usage charges, and the planned figures from contribution margin accounting.

¤ SAP AG 2006

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Process Overview

Process Overview

Price and Consumption Profiles

Accounts in the WebClient

Quotation Costing

Business Partner Group Hierarchy

Contract

Master Agreement

Transferring Master Data to Billing System

Opportunities/Service Locations

Analyses

Distributor Determination and Grid Usage Conditions

¤ SAP AG 2008

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Defining Customer Segments Customer group

Availability As of SAP CRM 3.0/ SAP IS-U 4.63

Mass market

Number of customers

(Private customers using standard products)

Mid-market segment (Industrial/commercial, chain and cluster customers using standard products)

Major customers with individually calculated prices

As of SAP CRM 4.0 / SAP IS-U 4.71

Commercial and industrial customers ¤ SAP AG 2008

A utility company's customers can be divided into the following segments: •

Mass market - usually residential customers using standard products

•

Mid-market segment - usually customers using standard products that are different to the rate products (for example bakeries, or chains of bakeries)

•

Major customers - Usually customers with individual contracts and special billing procedures

The last two segments are often referred to as Commercial and Industrial Customers (C&I customers(

© SAP AG

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Sales Processing for Commercial and Industrial Customers in SAP CRM Conditions

A1 Conditions

A2

A3 A4

Create business partner

A5 Assign outline agreement

Assign business partner group hierarchy

SAP IS-U

SAP EDM

Ext. System

Ext. EDM System

SAP CRM

SAP CRM

Distributor determination and grid usage conditions

Allocate price and consumption profiles

Transfer data to SAP IS-U (master data, prices, and so on.) Create contract

Create opportunity Create/maintain service loc.

Calculate quotation

Analyze profitability

¤ SAP AG 2006

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Sales Manager Role z Sales manager is responsible for:

Managing the sales department

Sales planning

Monitoring contracts

Profitability analyses

z Typical challenges:

Competing in deregulated markets

Managing the department efficiently

Optimizing profit margins

Improving customer satisfaction by reducing the necessary costs

¤ SAP AG 2008

The Key Account Management (Utilities) business package includes the following roles: •

Key Account Manager

•

Sales Manager

© SAP AG

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Key Account Manager Business Role in SAP CRM 2007

The key account manager for Utilities is supported by a business role to handle the following requirements: Customer service for large and industrial customers, as well as for multi-sided customers Support for the entire sales process Contact with and acquisition of new customers Analysis and monitoring of contracts Monitoring of revenue and sales figures

¤ SAP AG 2008

The Key Account Management (Utilities) business package includes the following roles: •

Key Account Manager

•

Sales Manager

© SAP AG

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Supports Key Account Manager with Work The scenario "Sales Management for Commercial and Industrial Customers" in CRM 2007 is the successor to C&I Scenario in CRM 5.0/CRM 4.0 IE Views and object adjustments

Views and object adjustments in the new CRM UI framework so that customers can use the CRM 5.0 Business Objects in the new environment of CRM 2007. Processes

CRM 5.0 processes were adjusted according to the most common requests. z

New "basket" object for collecting and structuring PoDs

z

Collection of several PoDs in one quotation

z

IBase workbench from IC WebClient 5.2 integrated in C&I scenario

z

New interface, including a "service" to call external costing tool

and much more...

¤ SAP AG 2008

© SAP AG

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C&I Processes in SAP CRM 2007

New approach: "sales life cycle with sales methodology" Creation of master data such as customers, service locations (CO, premise, PoD) and business agreements Creation of quotations and contracts in sales process Creation of outline agreements Costing interface where costing is required to calculate prices and/or products per PoD

¤ SAP AG 2008

© SAP AG

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Sales Management for Large and Industrial Customers Sales Sales planning "planning Opportunity Opportunity Handling Handling Quotation Quotation Process Process Contract Contract Management Management Evaluations Evaluations

Challenges Identifying non-profitable/profitable contracts in the large customer segment. Collecting all relevant information in order to ensure high quality in the sales process (forecast, pricing and profit check).

Business Value

Web-supported ‘easy to use’ and ‘easy to learn’ user interface Improved profitability and close rate due to improved sales execution Optimized margins as a result of more precise costing Seamless integration with the billing system Better forecasting and review options

Solution

All business partner data in one place Activity management Opportunity management, incl. sales methodology Handling of complex quotations and contracts Individual pricing Administration of price and consumption profiles

¤ SAP AG 2008

Utility companies are evolving beyond their traditional products and services, offering customers new types of relationships and services in new markets. This change has created an opportunity for industry powers to examine their priorities and to choose specific strategies to pursue. For other companies it has created the opportunity to enter the market as service intermediaries, hoping to own a portion of the business. Many companies are still adjusting their business processes to meet the challenges of a less regulated, more competitive marketplace.

Utility companies are working to become more customer-focused. Their efforts include: •

Gaining market insight by understanding market and customer preferences, behavior, and service needs

•

Enabling customer transformation by changing their views of customers from rate payers to customers for life

•

Gaining customer insight by targeting customers with services they want at the prices they demand

•

Enabling consistent, multichannel customer interactions by ensuring that customers’ experiences are the same no matter what channel they use Attaining cost leadership by cutting costs and maximizing regulatory incentives (where applicable)

•

Taking proactive measures on key market and customer initiatives to gain a competitive edge.

© SAP AG

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Business Role “Key Account Manager”

Service Location Task 1 Task 2

Meeting Sales Department 09:00

Utility Quotation Task 3 Utility Contract Utility Master Agreement Create Account Business Agreement Contract Opportunity Service Location Master Agreement

Utility Reports PoD Set Business role “Key Account Manager” in the scenario “Sales for Large and Industrial Customers” in the utilities industry ¤ SAP AG 2008

For the business role “Key Account Manager”, there have been utilities specific developments implemented in SAP CRM 2007 to support the business processes of a KAM.

© SAP AG

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14-13

Sales Processing for Commercial and Industrial Customers: Accounts in the WebClient

Process Overview



Quotation Costing


Contract

Outline Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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z Function is the same as that from the residential customer scenario (SAP CRM business partner) z Summary of information on customers and prospects in the form of master data, transaction information, and analyses z Integration of business transactions, contact partners, and marketing attributes z Easy processing of and quick access to detailed account information

¤ SAP AG 2008

A special view of account information is implemented in the KAM portal for C&I customers. In contrast to the industry-independent view, certain tab pages have been hidden or added, for example, Premise and Business Agreement.

© SAP AG

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14-15

Sales Processing for Commercial and Industrial Customers: Business Partner Group Hierarchy

Process Overview



Quotation Costing


Contract

Outline Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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14-16

Business Partner Group Hierarchy (Customer Group Hierarchy) z Goal: To map a business partner's organizational structures

For example, buying group, cooperative, or chain of retail outlets

Use of defined business partner groups for statistical purposes and for marketing analyses

z Independent of sales area z Price determination using business partner group hierarchy

Definition of conditions (for example, price agreements) at higher level of organizational structure

Transfer of conditions to lower levels

z Hierarchy categories to define different uses of group hierarchies (for example, price determination)

¤ SAP AG 2004

© SAP AG

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14-17

Business Partner Group Hierarchy: Example

Discount 3% From MM/DD/YYYY To MM/DD/YYYY

Head office

South

North

From MM/DD/YYYY To MM/DD/YYYY BP60

Southwest

Southeast From MM/DD/YYYY To MM/DD/YYYY

BP30

BP10

BP40

BP20

BP50

¤ SAP AG 2008

A customer hierarchy can be copied from the SAP R/3 system to the business partner group hierarchy. This hierarchy cannot be processed on the SAP CRM server. You can copy changes to the corresponding hierarchy tree of the business partner group hierarchy by means of a delta download to the SAP R/3 customer hierarchy. The business partner group hierarchy can be exchanged using CRM Mobile.

In contrast to the customer hierarchy of the SAP R/3 system, the nodes of a business partner group hierarchy are not the same as the business partners themselves. Instead, the business partners are attached to the nodes. There is no limit to the number of business partners that can be assigned to a hierarchy node.

The structure of the groups in a hierarchy can be multilevel. The assignment of nodes and of business partners to nodes is time dependent. The means that an organizational structure can have multiple statuses within a hierarchy.

A node can only ever be created for one hierarchy. Business partners on the other hand can be moved to other hierarchies.

A node contains the following elements: •

Description of a hierarchy node

•

An allocated business partner and the validity of the allocation

•

Higher-level nodes and the validity of the allocation

•

Assigned condition records

© SAP AG

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14-18

Sales Processing for Commercial and Industrial Customers: Master Agreement

Process Overview



Quotation Costing


Contract

Master Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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14-19

Outline Contracts in Sales Process for Commercial and Industrial Customers

z Utility contracts (individual contracts) can be allocated to outline contracts in order to define conditions across contracts z Outline contracts can be created and changed in SAP CRM (replication in SAP IS-U using Master Data Generator) z Allocation of individual contracts to outline contracts replicated in SAP IS-U individual contract (field in time slice for contract) z Interpretation of information for billing -> Multiple contract billing Standard delivery as of SAP CRM 4.0 and SAP IS-U 4.71

¤ SAP AG 2008

Multiple independent utility contracts with the same agreements and conditions can be summarized in an outline contract. If one customer has multiple independent contracts, these contracts can be bundled together in outline agreements.

Releases SAP IS-U 4.61 to 4.64 provide a toolbox for multiple contract billing. The Customizing settings are made in separate customer tables (standard Customizing as of SAP IS-U 4.71).

© SAP AG

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Outline Contracts: Settings in SAP CRM

z Separate transaction type MAU (outline contract for utilities) with leading business transaction category "Group Contract" z Separate item category ISUM (outline contract item for utilities)

Separate condition group for price determination (obligatory)

z Price determination set up specially for outline contracts (separate condition types) z Price parameters for master data generator z Point of delivery (SAP CRM) with active outline contract indicator z Separate products for outline contracts

¤ SAP AG 2004

It is obligatory to specify a condition group for the outline contract as this is the only way that price agreements can be determined in the document.

Outline contract indicators for item categories are set in Customizing (SAP CRM): Customer Relationship Management -> Industry-Specific Solutions -> Utilities Industry -> Transactions -> Settings for Utilities Transactions - Define Settings for Item Categories.

The condition types for outline contracts from SAP CRM must be mapped in Customizing (SAP CRM) with the parameters from the SAP IS-U master data generator: Customer Relationship Management -> Industry-Specific Solutions -> Utilities Industry -> Costing -> Costing Variant 2 -> Allocate Parameter Names in IS-U-MDG to Conditions.

Only points of delivery with active outline contract indicators can be allocated to outline contracts. The indicator can be set when you created a new point of delivery.

The indicator must also be set for all products used in connection with outline contracts. The hierarchy must also contain set category ECRM_OUTL_CONT. This set category only contains the outline contract indicator. You must set the indicator if you want to create an outline contract product for this hierarchy. The indicator is also used for product proposal in the master data generator (SAP IS-U).

© SAP AG

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Outline Contracts: Settings in SAP IS-U

z Master data generator

Master data template category CRMOUTLCONTRACT

Quantity-dependent prices with nodes QPRICE and QPRICE_HIST

Product allocation

Master data templates for point of delivery

z Billing

Creation of schemas for purchasing communities, joint blocking, or bonus calculation

¤ SAP AG 2004

The master data template category CRMOUTLCONTRACT is available as of SAP IS-U 4.71.

As of SAP IS-U 4.71, the price header contains the Source of Price field. For prices that are generated using a CRM master data template, this field contains the price created in CRM. These prices can no longer be changed manually in SAP IS-U using the online transaction. For prices that were created in SAP IS-U in the online transaction or that were created using a template belonging to category NEWCUSTPOD, this field contains the price created in SAP IS-U.

For CRM template categories, the parameter names of the nodes belonging to category QPRICE_HIST are generated automatically. The parameter names are generated internally.

If the product allocated in the header data of the master data templates of category CRMOUTLCONTRACT is from SAP CRM, the system only proposes products for which the outline contract indicator is set.

If the master data is generated in SAP IS-U using master data templates of category CRMOUTLCONTRACT, the utility installation and the utility contract are automatically assigned an indicator, which classifies them as an outline contract installation and an outline contract respectively. This indicator cannot be set manually or changed in the dialog.

Attribute OUCONT is available at the point of delivery node for CRM template categories to map outline contract points of delivery. Parameter EUI_OUTCONTR is assigned to this attribute. Inconsistencies occur if this parameter is not maintained correctly.

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Opportunities and Service Locations

Process Overview



Quotation Costing


Contract

Master Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Enhanced Sales Process Sales process for residential customers Campaign

Lead

Opportunity

Quotation

Contract

Quotation

Contract

Sales process for C&I customers (including chain and cluster customers) Campaign

Lead

Opportunity

¤ SAP AG 2008

What is the difference between the sales process for residential customers and C&I customers (including chain and cluster customers)?

Residential customers are communicated to using targeted campaigns (TV, brochures, etc.) If they contact the utility company, a lead can be created (to store the prospective customer data) and price information or a contract can be sent. Quotations are rarely used for residential customers. If the customer agrees to the product, he/she generally contacts the call center or sends back the signed contract.

This is different for commercial and industrial customers: It can be a very long time between the first contact with the prospective customer and the signing of the contract. For this reason, most utility companies want to have an overview of which contracts are in the pipeline. They also want to forecast expected profits. Therefore, most Key Account Managers create an opportunity before they send a quotation. The quotation process itself can be very complicated if, for example, load profiles are needed or if prices have to be calculated at point of delivery level (chain and cluster companies can combine multiple distributors with different fees in one contract). The customer hierarchies are also interesting here because special conditions are usually involved.

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Sales Processing for Commercial and Industrial Customers: Opportunity Management

Campaign

Lead

Opportunity

Quotation

Contract

"An opportunity is a sales opportunity, which is documented in the system and can be evaluated"

It describes:

The possible customer

The products and services offered to the customer

Possible competitors

Potential sales volume

Estimated contract completion probability

Service locations

¤ SAP AG 2004

An opportunity describes prospective customers, the products and services required, the prospective's budget, the potential sales volume and the estimated probability of contract conclusion. This information is entered in the system during the sales process, where it can be displayed and evaluated.

Opportunity Management provides the framework for representing sales projects from the outset and for monitoring their progress. In this way, Opportunity Management forms the basis for analyzing and optimizing your enterprise.

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Sales Processing for Commercial and Industrial Customers: Opportunity Management Elements of the SAP CRM Opportunity Competitors

Evaluation Project reporting structure

Reporting procedure Project objectives

Sales assistant

Sales planning

Phases for utilities-specific sales assistants: Planning and realization of customer contacts

Qualify prospective customer

Specify requirements

Develop solution

Create quotation

Quotation presentation

Close contract

¤ SAP AG 2008

Opportunities can be used for prospective customers as well as for existing customers.

An opportunity consists of several components: You can store data on competitors and their products or you can fill in questionnaires on calculating the probability of concluding a contract. You record the decision maker for the customer in the buying center, as well as any arguments that could be influential in the decision-making process. Sales planning contains all internal employees (or also external employees if a partner is involved) involved in the sales process. Project objectives can be defined in great detail in order to describe what the sale should achieve (which product, how much profit). The reporting procedure provides you with a compressed version of the opportunity, which you can print out for example.

The quality of the sales process greatly influences the success rate. A structured sales methodology supported by a competent software solution enables you to process your sales projects in the most efficient way possible. In turn, this hugely increases the effectiveness of sales processes.

Opportunity Management enables you to develop a sales methodology that is specifically tailored to meet your sales processes. Your sales employees will be supported by the steps of an ideal sales process - from identifying a new lead to concluding a contract.

The sales methodology has been specifically modified to meet the demands of the utilities industry.

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Sales Processing for Commercial and Industrial Customers: Opportunity Management - Sales Assistant

(Planning and realization of customer contacts)

Qualify prospective customer

Specify requirements

Develop solution

Activities:

Create quotation

Present quotation

Close contract

Execute first requirement analysis

Collect address data

Check barter deal agreements

Eliminate duplicate of business partner

Check creditworthiness of customer

Identify scheduled sales volume

Estimate first sales probability

Gather historical consumption data

Compare with existing opportunities

Identify contract end-date

Check go on / no go decision (yes/no)

Identify cancellation date and type Specify technical prerequisites at customer site Identify current supplier

Determine contact partner Organize visit Consult with own management

Identify distributor

= Activities

= Phase ¤ SAP AG 2008

All modules can be modified to meet your specific requirements. As a result, you can implement an extremely efficient sales methodology for your customers, your products, and your sales team.

Each phase of the opportunity contains special activities such as collect address data, etc.

Each activity can be activated for a specific member of the sales team. Once the activity has been completed is marked as such in the activity list. You can see where you are in the sales process at any time.

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Service Locations in WebClient

z The area "Service Locations" in the WebClient contains information about connection objects, premises, and points of delivery

Connection objects

Premises

Create, display, and change connection objects, premises, and points of delivery Search for addresses and business partners Display related information such as quotations, contracts, and points of delivery

Points of delivery

Search for addresses and business partners Display related information such as quotations and contracts The Profiles function allows you to allocate consumption profiles to a point of delivery and display the consumption data

¤ SAP AG 2008

As in SAP WinGUI, the service locations in the KAM portal are also based on IBase components in SAP CRM (object family 0101 for connection objects and object family 0102 for points of delivery including premises). They access the same tables.

The profile function is delivered only with the KAM portal. This information is not available in the SAP WinGUI. The object family for profiles stored in SAP CRM is 0103.

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Sales Processing for Commercial and Industrial Customers: Distributor Determination and Grid Usage

Process Overview



Quotation Costing


Contract

Outline Agreement



Analyses


¤ SAP AG 2008

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Distributor Determination and Grid Usage

The distributor determination and grid usage functions are used to automatically determine the distribution grid to which energy is to be supplied You can determine both the distributor and the charges for using the grid infrastructure to supply energy You can use this information in quotation costing to calculate the fixed costs and inform the customer of these in the quotation

¤ SAP AG 2004

The distributor determination and grid usage functions are used to determine the relevant distribution grid data required for quotation costing. You can use the distribution grid to determine both the distributor and the charges for using the grid infrastructure to supply energy. You can use this information in quotation costing to calculate the fixed costs and inform the customer of these in the quotation.

The distributor determination function provides an automated link from points of delivery and products to a distribution grid and its attributes. It provides a connection to a data repository with the distribution grid data. This can be an SAP IS-U system, in which the regional structure can be configured with data for the distribution grid, or it can be an external database with customerspecific determination logic.

The determination of transmission service charges function is used in quotation costing to prepare grid usage price components. This information can originate from multiple repositories. Here, you can use the connection of billing rates to distribution grids, which exists in SAP IS-U. You can also use the conditions from an SAP CRM product. You also have the option to create a connection to an external or customer-specific solution.

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Distributor Determination: Distribution Grid Data at PoD

New fields for IBase object PoD, specially for grid data

Division For example: electricity

Grid level type For example: voltage level

Grid level For example: medium voltage

Grid

¤ SAP AG 2008

The fields for managing grid data have been added to the standard delivery for the installed base (IBase) object point of delivery (object family 0102). The new attributes grid, grid level type, and grid level have also been added to the existing set type ISU_POD. These fields provide a connection to the SAP IS ‑ Ugrid as well as the SAP IS-U regional structure.

The Grid Level Type represents a new categorization of distribution grids that can be classified based on the division category. Note: The standard delivery of SAP IS-U contains the value 0001, meaning the voltage level for Electricity division category. Example: The "Voltage Level" grid level type is defined for the "Electricity" division category; the "Measured Pressure" grid level type is defined for the "Gas" division category. This means that the electricity distribution grids are classified according to their voltage level, and gas distribution grids are classified according to their measured pressure.

The Grid Level is the valuation of the criterion defined by the grid level type. Example: The grid level values Low Voltage, Medium Voltage, High Voltage, and Highest Voltage are defined in Customizing (SAP IS-U) for the "Voltage Level" grid level type. A distribution grid can belong to one or more of these grid levels.

The grid and grid level data is taken into account when the point of delivery is uploaded and the data is copied to the relevant fields for the SAP IS-U point of delivery. The same applies when the point of delivery is downloaded.

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Allocation of Grid to POD – Data Sources Regional Regional structure structure

Address

Grid Grid

GRID_LEVEL GRID_LEVEL

Service Service provider provider Grid Grid rates rates

Connection Connectionobject object

SAP IS-U/CCS

Grid Grid level Grid level type

BADI Grid Grid

Ext. grid data Grid source

PoD PoD SAP CRM

External system

¤ SAP AG 2004

SAP also provides a new set category ISU_POD_X_GRID (external grid data), which contains attributes for external grids and grid sources. However, this set category is not included in the product template. Its attributes are required if you want a customer-specific procedure for determining the distribution grid to be added by means of a business add-in. The grid source indicator can have the following values: •

Not set

Grid access determined via SAP IS-U grid

•

Set

Grid access determined via BAdI (externally or with SAP CRM)

If the grid is determined from the SAP IS-U system, the connection object address, the grid level of the point of delivery (i.e. the premise), and the regional structure are used to determine the correct distribution grid.

The process for determining the distribution grid is as follows:

•

Create connection object and premise

•

Create point of delivery

•

Select division -> the selection list for the grid level type field is filled automatically.

•

Select grid level

•

Automatic determination of distribution grid

It is also possible to determine grids from an external system. The business add-in (BAdI) is called with the address data of the connection object and the point of delivery ID. If you want user interaction to take place, the corresponding user interfaces must be implemented in the BAdI.

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Grid in SAP IS-U EDM

Bus. partner Business partner (opt.) (opt.)

Service Service provider provider

Regional Regional structure structure

EDM

Contract acct

Grid Grid

(opt.) (opt.)

Grid level type Grid level type Grid level Grid level

PoD PoD

Proposal for

Grid level Grid level

voltage level and address

Installation Installation

Connection Connection object Object

¤ SAP AG 2004

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Determination of Transmission Service Charges During quotation costing, the transmission service charges are calculated based on consumption data using the prices for grid usage and are shown as fixed components The grid usage conditions (or a link to the relevant information) have to be stored in SAP CRM so that the distributor information and grid usage prices are accessible during the quotation process It is important that various initial situations regarding the combination of systems and components are supported (SAP CRM Stand-Alone, SAP CRM with SAP IS-U, SAP CRM with non-SAP-EDM, SAP CRM with SAP EDM) ¤ SAP AG 2008

© SAP AG

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SAP CRM: Product Structure SET TYPES

PRODUCTS

Complete product

Product type Grid price source (Supply product data, other set types)

Pure supply product

Product type (Supply product data, other set types)

Grid usage product

Product type Grid data Grid price source (Supply product data, other set types)

¤ SAP AG 2006

Set type: SAP IS-U product type A classification of service products has been introduced for mapping the grid connection in the sales process: Set type ECRM_PROD_TYPE contains attribute PROD_TYPE. A category in which this set type is used must be set up in the relevant product hierarchy. The products used in the sales process for C&I customers must be assigned to this category.

Set type: Grid data Set type ECRM_ISU_GRID has been introduced for connecting a pure grid usage product to a distribution grid. This set type contains the attributes grid level type, grid level, and grid for connection to an SAP IS-U distribution grid. It also contains the attributes external grid ID and grid source for connection to an external determination. These attributes have the same purpose as the point of delivery attributes of the same name. Each grid usage product can be assigned to exactly one distribution grid with exactly one assignment to a determination service (SAP IS-U, external). It is also possible to map mixed scenarios. A category in which this set type is used must be set up in the relevant product hierarchy. The products used in the sales process for C&I customers must be assigned to this category.

Set type: Grid price source The set type ECRM_GRID_PRC is used for assigning a determination service for the grid usage conditions of a product.

© SAP AG

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Mapping Deregulation One-contract model Product type Grid price source (Supply product data, other set type)

Complete product Two-contract model

Pure supply product

Product type (Supply product data, other set type)

Grid usage product

Product type Grid data Grid price source (Supply product data, other set type)

¤ SAP AG 2006

This attribute allows you to assign a determination service (SAP IS-U, product conditions, external) to a product. It is also possible to map mixed scenarios. The determination of grid usage conditions depends on the mapping of the deregulation model in SAP CRM. Contracts (and quotations) must have the following structure:

In the one-contract model, a contract (and a quotation) contains exactly one item for each point of delivery. The item belongs to the "Supply" type and has a complete supply product (complete product, product type 1). A supply product can be sold in different distribution grids and therefore does not have a reference to a distribution grid. The distribution grid is defined using the grid data for the point of delivery being used. The grid price source is defined in the supply product.

In the two-contract model, a contract (and a quotation) contains exactly two items for each point of delivery. The first item belongs to the "Supply" type and contains a pure supply product (product type 2). The second item belongs to the "Grid Usage" type and contains a grid usage product (product type 3). The grid usage product is connected to exactly one distribution grid and therefore defines the grid data. The grid price source is defined in the grid usage product.

© SAP AG

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Allocation of Complete Product to Grid Usages Charges

Price source


Grid Grid


Grid Grid rates rates

Price Price (key) (key)

BADI SAP IS-U/CCS Complete Completeproduct product

Customer-specific Customer-specific SAP SAPCRM CRMtable table with price data with price data SAP CRM

Ext. Ext.determination determinationof of transmission transmissioncharges charges

External system

¤ SAP AG 2004

© SAP AG

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Allocation of Grid Usage Products to Grid Usages Charges

Price source


Grid Grid


Grid Grid rates rates

Price Price (key) (key)

Grid Grid level Grid level type Ext. grid data Grid source

BADI

Grid Gridusage usage product product Conditions Conditions of of Grid Gridusage usage product product

SAP IS-U/CCS

Customer-specific Customer-specific SAP SAPCRM CRMtable table with price with pricedata data

SAP CRM

Ext. Ext.determination determinationof of transmission transmissioncharges charges

External system

¤ SAP AG 2004

© SAP AG

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Grid Rates: Mapping in SAP IS-U

EDM

Bus. partner (opt.) (opt.)

Service Serviceprovider provider

Regional Regional structure structure

EDM

Contract acct (opt.) (opt.)

Grid Grid

Gridraterate Grid determination determ.

Grid Gridlevel leveltype type Grid Gridlevel level

PoD PoD Grid Gridlevel level

Proposal for voltage level and address

Installation

Connection -Connection object object

Rate Rate

Price Price

¤ SAP AG 2004

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Price and Consumption Profiles

Process Overview



Quotation Costing


Contract

Outline Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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Profiles

The following is required as a basis for creating a quotation: Consumption profiles: Estimated consumption for a customer within the quotation period

Price profiles: Profiles that represent monetary values over a certain period. These can be defined as purchase prices or sales prices, for example ¤ SAP AG 2006

You require consumption and price data for the quotation period as a basis for creating quotations. This information is managed in the form of profiles at the point of delivery. In the profiles, you can manage consumption data for a specific period and manage values such as prices.

The profiles are stored either in SAP CRM itself, in the SAP IS-U EDM component, or in an external profile management system. The profiles consist of header data and profile values.

The SAP CRM 4.0 Industry Add-On allows you to process profiles independent of the point of delivery. The Profiles application is provided for this purpose. You can use this application to store prices in profiles that you use in quotations for different points of delivery. The points of delivery must contain at least one reference to a profile so that the data is available for quotation costing.

Profiles are assigned to a point of delivery using the individual objects of an object family that are defined in the SAP CRM IBase. The hierarchy in the IBase previously contained connection objects and points of delivery. It has been enhanced for SAP CRM 4.0. The portion of the profile data that is specific for the connection to a point of delivery is defined in the SAP CRM IBase as a component. However, the main portion of the data is managed in separate tables in SAP CRM or SAP IS-U EDM.

Multiple profiles that are used in different quotations can be assigned to a point of delivery. The profile schema is used for assigning a profile to a specific quotation.

© SAP AG

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Profiles in SAP CRM

Profile header

Consumption or price data

SAP CRM

SAP IS-U/ EDM

• Profile repository • Key in repository • Profile type • Profile role • Unit of measurement • Interval length • Valid from/to •…

External System

¤ SAP AG 2008

Profiles consist of the profile header, which defines the profile's attributes, and the profile values, which are assigned to the header.

Consumption and price data can be defined in different systems such as SAP CRM, SAP IS-U/EDM, and non-SAP EDM systems. The connection to the SAP CRM profiles results from a reference in the profile header data ("Repository" and "Key in Repository" fields) Consumption data in SAP CRM: We recommend that you store values for simple profiles with long interval lengths (days, months, years) in SAP CRM. The functions for processing profiles are limited Consumption data EDM: We recommend that you store values for complex profiles with short interval lengths (15, 30, 60 minutes) in an EDM system. EDM systems generally have extensive functions for processing profiles (intrapolation, extrapolation, copying)

The connection of profile repositories outside of SAP CRM takes place using RFC. Access to SAP IS-U/EDM is set up in the same way as access to non-SAP EDM systems via a generic interface.

© SAP AG

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Copy SAP CRM Profiles

Copy SAP CRM profiles if interval length 1 month/year

¤ SAP AG 2006

It is possible to copy profiles with their consumption and price data in SAP CRM.

To copy an SAP CRM profile, select it and choose "Copy/Extrapolate" In the dialog box that appears, you can enter new values in the Description, Profile Role, Profile Type, and (new) FromDate fields. Choose Execute. The list of profiles now contains a new line. You can still edit the copy as long as you have not saved the data.

The system tries to copy the profile values along with the profile header. However, it is only possible to copy profiles that have an interval length of one month if the new from-date is an exact multiple of one year from the old date (or it is not moved at all). Only in this case can the monthly values be coped 1:1 to the new interval.

In all cases, the system tries to extrapolate the profile values in the new location. For SAP CRM profiles, this means that all values are set to the mean value of the original profile.

© SAP AG

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Import/Generate Profiles

Profiles Profile header

Profile header

Profile header

Profile values

Profile values

Profile values

PC Upload

SAP IS-U Consumption extrapolation

Generate for product

XML

CSV

¤ SAP AG 2004

You can import or generate complete profiles in the system. The following three functions are available:

The PC upload action allows you to upload complete profiles (header and value data) from your local PC. You can use a BAdI to define the data format (XML, CVS, or your own) in Customizing. When you call the function, a dialog box appears in which you can select the path and the name of the file, whose contents you want to upload. Select Browse to start the file selection dialog of your client operating system and select a file. Choose Upload to upload the selected file.

The consumption extrapolation action allows you to generate profiles from billing data in the consumption billing system (SAP IS-U). You enter the location of the consumption data and the interval length of the profiles you want to be generated (and other profile data) in a dialog. The system uses billing simulation for each consumption type to generate profiles from the meter reading data for the point of delivery in SAP IS-U. Read the documentation for Customizing activity Define Consumption Types.

The generate product action allows you to generate profiles. This refers to profile header data for the profile schema defined for the product. You enter the product and other profile header data. The system generates profile headers from the profile schema data and the other entries in the dialog. You can only generate profile values in this way if a template profile is recorded in the profile schema. If this is not the case, you must enter one manually or import one separately.

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Import/Generate Profiles: RTP Interface

Profiles Profile header

Profile header

Profile values

Profile values

…

RTP interface

SAP IS-U/ EDM Profile xyz

¤ SAP AG 2008

RTP import

This function is only available if a profile has been flagged with value repository SAP IS-U/EDM. You can select an RTP interface and use it to process the selected profile.

You can use a suitable RTP interface to generate three new profiles from an EDM consumption profile that return the on-peak, off-peak, and local rate portions by month.

© SAP AG

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Export Profiles

Profiles Profile header Profile values

XML

CSV

¤ SAP AG 2004

There are two standard options for downloading profiles to your client PC: • CSV – Download profile as Comma Separated Value (CSV) • XML – Download profile as XML file

Depending on your browser's Customizing settings, the system either opens the "File Download" dialog, or it opens a new browser, in which the data is displayed.

The export function is available for all value repositories

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Profile schema

Product In the profile schema, you define which profiles are required for costing a product Profile schema Item

Description

Meas. unit

1

On-peak consumption profile

KWH

2

On-peak price profile

KWH

…

…

…

Currency

Interval length

Optional

…

Month

No

…

USD

Month

No

…

…

…

…

…

¤ SAP AG 2008

The price and consumption profiles in the profile schema are the basis for customer quotation costing.

You can determine in the schema which profiles are required for quotation costing and which characteristics the profiles must have. The profile schema is allocated to a product.

With SAP CRM 4.0 Industry Add-On, you can specify a (copy) template for a profile in the profile schema for an item. Use the fields Template Repository, Template Profile and Link fields for this. You have the following options: •

In the Template Repository field, enter the repository in which the template profile is stored. (You always have to specify the repository if you want to use a template profile). In the Template Profile field, specify the key of the profile that you want to use.

•

In the Link field, specify whether to create a copy of the template profile (Link not selected) or to create a link to it (Link selected).

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Quotation Costing

Process Overview



Quotation Costing


Contract

Master Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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Quotations

Campaign

Lead

Opportunity

Quotation

Contract

A quotation represents a calculated offer, with prices based on consumption forecasts and relevant point of delivery A quotation describes:

Prices at point of delivery level

Total prices for chain and cluster customers

Customer-specific profitability analyses at point of delivery level

¤ SAP AG 2008

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Requirements for Quotation Costing

Distributor determination Determination of grid usage conditions

Access to price and consumption profiles from SAP CRM, SAP IS-U, or external systems

Access to controlling data from the SAP billing system (SAP BW/SEM)

Pricing

Opportunity

Quotation

Microsoft Excel External costing tools Internal costing tools

Contract

...

... = Costing for a point of delivery = Costing for prices and profit margins = Storage of plan data (for example, profit margins) in SAP BW = Automatic generation of quotations

¤ SAP AG 2006

What is important for the quotation process? First, the relevant distributors must be identified in order to determine the correct charges.

Calculation tools such as MS Excel are used for quotation costing.

© SAP AG

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Pricing

Costing environment (Customer specific) Web services for: • Business partner data • Profile data • Transmission charges • Planned figures from SAP SEM/BW

Part of SAP standard

SAP BW

Web services for: • Calculated prices • Planned figures in SAP SEM / BW

SAP CRM

SAP IS-U

¤ SAP AG 2008

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Contracts in the WebClient

Process Overview



Quotation Costing


Contract

Master Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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Contracts in WebClient

z Function is the same as in the residential customer scenario (SAP CRM service contracts) z Utility contract can result from a quotation z Costing is copied to the price agreement within the contract (copy from quotation) z Utility contracts can be allocated to outline contracts

¤ SAP AG 2008

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Transferring Master Data to Billing System

Process Overview



Quotation Costing


Contract

Master Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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Transfer Master Data to Billing System

z Function is the same as in the residential customer scenario

Middleware

Master data generator

¤ SAP AG 2004

© SAP AG

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Sales Processing for Commercial and Industrial Customers: Analyses

Process Overview



Quotation Costing


Contract

Master Agreement



Analyses


¤ SAP AG 2008

© SAP AG

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Roles and Processes z Key Account Manager Utilities (KAM):

Calculates contribution margins for SAP CRM utility quotations for C&I customers

Requires information from Controlling area for calculating costs

Analyzes profitability of utility contracts and compares this with planned costs

z Sales Manager Utilities:

Determines expected sales revenues (Sales Pipeline Analysis)

Optimizes the sales cycle (Sales Funnel Analysis)

Monitors sales unit using plan/actual comparisons

¤ SAP AG 2004

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Key Figures for CM Bill for C&I Customers z Key figures for planning:

Quantities (consumption/demand values)

Sales revenues

Costs (for example, reference costs, grid usage costs, sales costs)

Derived values (for example, contribution margins)

z Template for contribution margin scheme: Sales rev.

- Grid usage costs

= CM1

- Energy purchasing costs

= CM2

- Indirect costs I

= CM3

- Indirect costs II (sales costs)

= CM4

¤ SAP AG 2004

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Required Software Components

z SAP CRM 2007 z SAP ERP 6.0 EhP2 z Or one of the following combinations: z SAP BW 3.1 Content / BI Content 3.3 Add-On/ SEM 3.5 (only KAM) z SAP BW 3.5/ BI Content 3.52 Add-On z Microsoft Soap Client 3.0 z Microsoft XML 4.0

¤ SAP AG 2008

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Quotation Planning and Analysis in the KAM Portal

Costs SAP CRM

Info Cubes:

Forecast SAP CRM

Sales stats SAP CRM

Portal BPS (BW or SEM) Utility contract SAP CRM

Quotation

Contract SAP IS-U

Contract SAP CRM

SAP IS-U

Mass sim.

Update rules (Mapping SAP IS-U -> SAP CRM):

Contract conclusions SAP CRM

WebTemplates

Multi–Provider

Sales statistics

¤ SAP AG 2008

© SAP AG

IUT255

14-60

Sales Pipeline Analyse

Opportunity pipeline SVK SAP CRM

Varibale nodes of hierarchy ORGEH for responsible sales organization

Multi–Provider Quotation pipeline for C&I customers SAP CRM

Forecast for C&I for customers SAP CRM

BW-BPS BW-BPS

Portal

Utility contract SAP CRM

Opportunity

Quotation

Contract SAP CRM

Contract SAP IS-U

SAP IS-U

Mass sim.

¤ SAP AG 2004

© SAP AG

IUT255

14-61

Quotation Costing and Key Figure Planning Access Access to to indirect indirect costs costs from from BPS BPS (BW (BW or or SEM) SEM) using using Web Web services services

Calculation Calculation of of contribution contribution margin margin levels levels in in Excel Excel

Return Return of of plan plan data data in in BPS BPS (BW (BW or or SEM) SEM) using using Web Web service service

SAP BPS (BW/SEM)

¤ SAP AG 2006

Web services for key figure planning communicate with the calculation application via the GUID of the quotation item.

© SAP AG

IUT255

14-62

Cost Planning with BPS (BW or SEM)

KAM Portal Utilities: Quotation costing

on a monthly basis Consumption values Contribution margins Revenues Grid usage costs Energy purchasing costs

BPS planning areas

Indirect costs

Cost rates

Distribution to calendar months

Quotation planning (for each PoD)

External data source

¤ SAP AG 2008

Supplied from an external data source with SEM-BPS planning layout or PC file

Quantity-based key figures determined during calculation

Missing master data is transferred to BW when you save the plan data

Indirect costs are distributed across the quotation period

Cost center is determined from the organizational data of the quotation

Synchronization of the organizational model between SAP R/3 and SAP CRM

Certain characteristics supplied in the user exit in SAP CRM. However, SAP IS-U characteristics cannot always be determined easily (replication only takes place on conclusion of the contract)

© SAP AG

IUT255

14-63

BW Analysis: Plan/Actual Comparison I

z After billing at end of month (retrospective): Conclusion of contracts SAP CRM

Costs SAP CRM

Multi-Provider

Sales statistics SAP CRM

Query: Plan/actual deviation Plan Act.

Deviation

Revenue Costs CMs ¤ SAP AG 2004

Analysis at calendar month level

Prerequisite: Actual costs distributed across calendar months

Contribution margin schema defined as global structure for query in BW

© SAP AG

IUT255

14-64

BW Analysis: Plan/Actual Comparison II

z After conclusion of contract at end of month (forecasted): Conclusion of contracts SAP CRM

Multi-Provider

Forecast SAP CRM

Query: Plan/actual deviation Plan Act.

Deviation

Revenue Costs CMs ¤ SAP AG 2008

© SAP AG

IUT255

14-65

Sales Processing for Commercial and Industrial Customers: Summary

You are now able to: z Describe the scenario sales process for commercial and industrial customers and its individual components z Explain the concepts for distributor determination, grid usage, and profiles z Describe how quotations and created and costs are calculated

¤ SAP AG 2004

© SAP AG

IUT255

14-66

IUT255

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