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Step 2: Data is sent to SAP IS-U.

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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.

e

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.

© SAP AG

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Internal

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

Partner

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.

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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.

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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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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.

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Step 2 Data is sent to SAP CRM.

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

© SAP AG

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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.

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

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

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120000456 Sold-to party Employee responsible 100011234 Business agreement 300051734

Contract Item Move-in date Product ID PoD Business agreement Camp./Elem.

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Dates Start of contract End of contract

01.01.2004 Move-out date Energy TK general E_TK_01 Walldorf, Main Street 1 300051734 IS-U contract 0002625

Th. 01.01.2004

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X Select the point of delivery for the new utility contract item.

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\ Navigation within the contract items of the selected utility contract If conflicts arise when using this interface to enter data in the utility contract that cannot be solved on this interface (partner determination, for example), it is always possible to branch directly to the standard interface. This option should, however, only be used as an exception.

© SAP AG

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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

Only

1-1-1-1

Internal

Partner

1-1-1-2

SAP

Use

Identify business partner ISUD2551## in the IC WinClient. BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

SAP

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Technical Objects

Use

1-1-1

Internal

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.

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

Only

____________________________________________________

© SAP AG

IUT255

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1-1-1-3

1-1-1-4

1-1-2

BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB 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. BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

Contract in SAP CRM and SAP IS-U What do you have to do to create a contract?

Partner

Use

1-1-2-1

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SAP

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

Use

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1-1-1-5

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____________________________________________________ ____________________________________________________

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____________________________________________________ ____________________________________________________

© SAP AG

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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.

1-46

1-1-2-2

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. ____________________________________________________ ____________________________________________________ ____________________________________________________ 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?

Internal

Only

1-1-2-3

____________________________________________________ ____________________________________________________

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____________________________________________________ ____________________________________________________

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

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.

Internal

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Identify business partner ISUD2551## in the IC WinClient.

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1-1-1-1

1-1-1-4

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

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What do you have to do to create a contract?

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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?

Only

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Partner

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1-1-2-3

SAP

Use

SAP

Contract in SAP CRM and SAP IS-U

Internal

Only

1-1-2

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.

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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.

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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).

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The "Original Bill" tab page is selected in order 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 into PDF format and displayed.

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

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The "Change Budget Billing Plan" process is started from the IC WinClient (action box call).

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

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If necessary, you can create an SAP IS-U contact to document this data change in the system.

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

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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.

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Decide whether printed change notices are to be sent to the customer. If necessary, you can create an SAP IS-U contact to document this data change in the system. You can see all the created contacts in the CRM IC WinClient after refreshing the fact sheet.

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The agent can choose between three possible procedures for creating the installment plan proposal: 1. Enter installment amount -> Installment amount is determined using the installment amount and the total from the original items. 2. Enter rounding amount and number of installments -> Installment amount is calculated from the total sum of the original demands, the rounding amount, and the number of installations.

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The parameters mean that the system creates an installment plan proposal. The agent can still make changes in the installment plan proposal (such as add/delete installments, calculate interest, create fees for installment plan creation).

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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.

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

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The product change and the reversal of the product change are actions that can be executed in the CRM document at utility contract item level.

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Customers often want to change their utility product. However, contract items do not permit historical changes to products. In SAP CRM, you can close a contract item for an old product and create a new item with the new product. Normally, a product can be changed without final billing or meter reading results for the change date. Only billing-relevant contract data (for example, the rate category of the utility installation) has to be changed for a product change. This process is supported by the product change.

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

b As a result of the product change, the system ends contract item 10 with product A. The contract end

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b The new contract item, item 20, is created with product B. The start date of this item is set to the same b

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).

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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.

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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.

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Reverse the product change for contract item 20.

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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.

b The end date of contract item 10 and the "Ended Due to Product Change" system status are deleted. b

You can now execute a new product change for contract item 10 (for example, using another date).

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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.

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At the conclusion 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 • Change a product for an existing SAP CRM utility contract

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

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

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2-1-2-3

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


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

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2-1-2-2

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How would you create a product change for your contract from the previous unit? Identify your business partner ISUD2551## in the Interaction Center WinClient (transaction CIC0) and open the contract that you created in change mode (right mouse click on the contract in the locator -> “Change”).
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In SAP IS-U, how can you recognize that billing-related data in your contract may have changed?

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

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

b Marketers are, for example, interested in the response rates of target groups at every stage of a

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Focus on create and analytical activities that will improve business

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)DYRULWHV: Here you an include any object(s) (attributes, filter values for attributes, profile, target groups and so on) that you most frequently use when creating profiles. In this way, you can, for example, store a favorite called "standard target group," containing business partners that are to be contacted in every campaign. $WWULEXWHVAttribute (characteristics) display for profile creation, grouped in attribute lists (in the selection list); attributes can be derived from the following sources: - Business partner master data, such as "age", "sex", "address" - BW master data/transaction data, such as "number of orders in month" - Attributes that are created in CRM for marketing purposes, such as "hobbies" These types of attributes are grouped together in characteristic groups. 3URILOHJURXSVProfile group display )LQG: Enables you to search for all the objects that can be processed in the segment builder. 6WDJLQJ$UHD: 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 .HHS, 5HPRYHand 6SOLW 'HWDLODUHD: 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, under0DUNHWLQJ!6HJPHQW%XLOGHU 6HOHFWLRQ+LVWRU\: Displays all the attributes that are selected in the modeling process.

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Procedure

Use Internal

Select the desired attribute (expand the attribute nodes to see the values) and combine it with one or more profiles (drag + drop from component area in the modeling area).

Choose an attribute list from the selection list.

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, for example, assign a new profile name there. You have created a profile set and can now generate target groups for the profiles contained in the set. Save your data.

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Choose "Create Profile Group" (campaign execution -> campaign) and enter a description as the title of the profile group.

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On the SAP Easy Access screen, choose: Marketing → Segmentation of Business Partners → Marketing Segments → Segment Builder.

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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: y .HHS: Selects all the residential customers that have a WRWDOFRQVXPSWLRQRIRUPRUH(and link). Creates 21( target group only.

y 5HPRYH: Selects all the residential customers that have a total consumptionOHVVWKDQRUHTXDOWR (and-not-link). Creates 21( target group only.

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y 6SOLW: Selects all the residential customers that have a total consumption of RYHURUHTXDOWR, then creates a ),567target group, and all residential customers that have a total consumption of OHVVWKDQRUHTXDOWR.Creates a 6(&21' target group.

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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.

Use

½ 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.

The logical OR that may be needed is created by combining several profiles (and/or target groups) to form a subset

½ 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).

½ In terms of profiles, the subset therefore represents the logical OR; in terms of target groups, it ½

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.

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½ Profiles are created using selection criteria that are linked together with a logical AND relationship.

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

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

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These settings contain the following options:

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• 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 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

½

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.

½ To make your settings in the segment builder, choose: Extras → Personal Settings.

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y Choose &UHDWH3URILOH6HWenter a name for the profile set that is to contain the samples and choose ([HFXWH

y The profile set is displayed on the left-hand side of the screen. y Enter a name for the sample and the segment type.

y 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). y Specify the size of the sample. y 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 &UHDWH1HZ6DPSOH

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

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Create a target group for the profile set. Which business partners does the target group for the profile set contain?

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3-1-1-1 Create a new profile set. You must use a new key, IUT255-xx.

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" 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.

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.

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" SAP CRM middleware consists of the following components:

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• The central component of SAP CRM Middleware that is part of the SAP CRM Server. This is used as a message router that controls the flow of messages and has different adapters.

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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.

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" In connection with BDocs, you must distinguish between the BDoc type, BDoc instance, and BDoc message:

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• 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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" The %'RFPRGHOHU is a tool for displaying, creating and enhancing BDoc categories,

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" Create RFC destinations for all systems (SAP CRM, SAP R/3 back-end systems):

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" Maintain RFC destination for the partner system:

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In SAP CRM, you maintain RFC destinations by choosing: Tools -> Customizing -> IMG -> Project Administration -> SAP Reference IGM -> 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 R/3 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 R/3 back-end system as a dialog user. This user is used for SAP support dialog users. In addition, you must define a logical system for clients in the SAP R/3 backend using the Customizing transaction SALE for the ALE settings. (Note: ALE is not used for exchanging data between the SAP R/3 backend and SAP CRM Middleware.)

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" 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)

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B and C), SAP R/3 back ends (site D), or non-SAP back ends.

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" Every message receiver is represented by a VLWH in the SAP CRM Middleware. There is a 1:1 relationship

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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

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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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¯ The administration console is essentially used for:

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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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• ,QLWLDOGDWDORDGEXVLQHVVGDWDDQG&XVWRPL]LQJGDWD 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.

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¯ Filter settings are part of Customizing settings.

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

¯ Delta loads enable you to constantly synchronize predefined adapter objects (except Customizing data)

¯ Delta loads can also originate from data transfers from the SAP CRM Server to an SAP R/3 back end. In this case, the SAP R/3 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.

CRM Server, see SAP Note 430980. You can find information on the analysis of delta uploads from the SAP CRM Server to the SAP R/3 back end in the SAP Note 431345.

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¯ For more information about the general analysis of delta uploads from the SAP R/3 back end to the SAP

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between the SAP R/3 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.

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¯ You can find the transaction for the Middleware trace under:

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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

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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¯ Messages that have been successfully processed have a green traffic light; messages in process are

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¯ The BDoc message flow in the SAP CRM Middleware is processed by message flow control. Incoming

¯ Adapters transfer incoming and outgoing messages to and from the SAP CRM server. Services provide a

¯ 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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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.

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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.

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• Check the outbound queue of the SAP R/3 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 R/3 back end (for example, table CRMRFCPAR).

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• Check the outbound queue.

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received in the SAP R/3 back end (delta load).

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

Analyze the RFC destinations between both systems

•

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Check sites, subscriptions, and publications using the administration console

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

1-1-2-3

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

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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? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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

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____________________________________________________ ____________________________________________________ 1-1-3-5

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____________________________________________________

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

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

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You are in the back-end site (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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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?

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¶ Replication of SAP IS-U objects - Connection objects

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¶ The slide describes the connection between several objects in SAP IS-U and the accompanying objects

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¶ 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.

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Contract" variant (WHFKQLFDOREMHFWVWKDWH[LVWLQ6$3,68FRQQHFWLRQREMHFWVDQGWKHSRLQWVRIGHOLYHU\ DOORFDWHGWRWKHP FDQEHFRSLHGWRWKH6$3&50V\VWHPE\XVLQJDGRZQORDG): 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.

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upload (DGRZQORDGFDQEHXVHGWRFRS\WHFKQLFDOREMHFWVWKDWH[LVWLQ6$3,68FRQQHFWLRQREMHFWVDQG WKHLUDOORFDWHGSRLQWVRIGHOLYHU\ WRWKH6$3&50V\VWHP : 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’.

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

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 that has been assigned this number range.

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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, those intended for contract accounts receivable and payable are used (see table TFK077D).

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

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

corresponding contract account category. This is done when you create a contract account in SAP IS-U. 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.

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

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allocate at least one business agreement class to every number range.

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Ã You must configure the number ranges so that a suitable external number range is assigned to every

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.

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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.

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At the conclusion of these exercises, you will be able to: • Create business partner master data for sales processes • Check replicated data

Partner

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. 1-2-1

*HQHUDO3DUW7KHRU\

Partner

Use

The business partner is at the center of both an integrated SAP CRM system landscape and an SAP R/3 back-end system. Name the most important difference between the business partner in the CRM System and in the R/3 back-end system. ___________________________________________________

Internal

___________________________________________________ ___________________________________________________

Only

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

© SAP AG

IUT255

SAP

1-2-1-1

Use

SAP

Internal

Only

• Explain the business partner and contract account concept in SAP IS-U and SAP CRM

2-79

1-2-1-2

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? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

____________________________________________________

Partner

1-2-1-3

____________________________________________________

Use

____________________________________________________

SAP

____________________________________________________

SAP

____________________________________________________ 1-2-1-4

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

Internal

____________________________________________________ ____________________________________________________

Only

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

© SAP AG

IUT255

Partner

Use

Name the transaction that enables you to replicate a business partner from an SAP CRM system to the SAP R/3 back-end system. Why is this transaction necessary?

Internal

Only

____________________________________________________

2-80

1-2-1-5

Name the different ways of ensuring that the business partners are distributed consistently in an SAP CRM system and an SAP R/3 back-end system. Also name the menu path for maintaining different number ranges in the SAP Reference IMG. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

1-2-2

6SHFLDOL]HG3DUW%XVLQHVV3DUWQHU 1-2-2-1

Create a business partner in the 6ROG7R3DUW\ role in your SAP CRM system. Use the data listed below (## is your group number). %XVLQHVV3DUWQHU,'

IUT255-##

SAP

&UHDWHLQ%35ROH

Sold-To Party

*URXSLQJ

0002

Use

6HDUFK7HUP

Any

Partner

)LUVW1DPH/DVW1DPH

ISU

3RVWDO&RGH

68167

&LW\

New York City

6WUHHW+RXVH1XPEHU

&RXQWU\

Pinewood Avenue, ## US

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Person

SAP

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EN

Save the business partner

© SAP AG

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Use

Partner

____________________________________________________

Internal

Only

____________________________________________________

2-81

1-2-2-2

Check whether the business partner that you created in the SAP CRM system has been replicated correctly in the SAP R/3 back-end system (SAP IS-U). Explain how you would do this? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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: ,'

1

&RXQWU\

EN

%DQN.H\

38070724

%DQN$FFRXQW

9-digit number

SAP

SAP

Use

Partner

1-2-2-3

Internal

Only

____________________________________________________

Save your business partner and check whether the bank entry has been replicated correctly in the R/3 back-end system.

Only

Internal

Use

Partner

© SAP AG

IUT255

2-82

1-2-2-4

Create the LQYRLFLQJGDWD contained in the table below for your business partner and the following sales area data:

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6DOHV$UHD

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'LYLVLR Q

U100

U1

‘Empty ’

6DOHV$UHD

U100

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Electric ity

&XVWRPHU6FKHPD

Standard

([FKDQJH5DWH7\SH

EUR

&XVWRPHU3ULFH*URXS

3ULFH/LVW7\SH

New customer Utilities

&XVWRPHU*URXS

Utilities

Save your business partner 1-2-3

Use

Partner

Only

&XUUHQF\

Internal

6SHFLDOL]HG3DUW%XVLQHVV$JUHHPHQW±&RQWUDFW$FFRXQW 1-2-3-1

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

Use

1DPHRI%XVLQHVV$JUHHPHQW

3D\PHQW&RQGLWLRQV

IUT255-## IUT255-## ISU02 0001 (payable immediately)

Save your business partner and check whether the business agreement has been replicated correctly as a contract account in the R/3 back-end system.

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2-83

Only

Internal

%XVLQHVV$JUHHPHQW&ODVV

Partner

%XVLQHVV$JUHHPHQW.H\

SAP

SAP

Average rate

1-2-3-2

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? ____________________________________________________ ____________________________________________________ ____________________________________________________ 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 R/3 backend system? ____________________________________________________

Partner

____________________________________________________ ____________________________________________________

Use

____________________________________________________ ____________________________________________________

SAP

SAP

Internal

Only

1-2-3-3

____________________________________________________

Only

Internal

Use

Partner

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2-84

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1-2-1

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*HQHUDO3DUW7KHRU\ The business partner is at the center of both an integrated SAP CRM system landscape and an SAP R/3 back-end system. Name the most important difference between the business partner in the CRM System and in the R/3 back-end system.

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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?

Use Internal

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2-85

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SAP

1-2-1-2

Use

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Internal

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1-2-1-1

Partner

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1-2-1-3

Name the transaction that enables you to replicate a business partner from an SAP CRM system to the SAP R/3 back-end system. Why is this transaction necessary?

1-2-1-4

Explain briefly the problems with number ranges for the business partner. ([WHUQDOQXPEHUUDQJHVLQWKHVRXUFHV\VWHPDUHDOZD\VPDSSHGWR H[WHUQDOQXPEHUUDQJHVLQWKHWDUJHWV\VWHP

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2-86

1-2-1-5

Name the different ways of ensuring that the business partners are distributed consistently in an SAP CRM system and an SAP R/3 back-end system. Also name the menu path for maintaining different number ranges in the SAP Reference IMG. ,WLVLPSRUWDQWWRKDYHLGHQWLFDOQXPEHUVIRUEXVLQHVVSDUWQHUVLQERWK V\VWHPV

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Use

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2-87

1-2-2

6SHFLDOL]HG3DUW%XVLQHVV3DUWQHU 1-2-2-1

Create a business partner in the 6ROG7R3DUW\ role in your SAP CRM system. Use the data listed below (## is your group number). %XVLQHVV3DUWQHU,'

IUT255-##

%XVLQHVV3DUWQHU&DWHJRU\

&UHDWHLQ%35ROH

Sold-To Party

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0002

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ISU

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Internal

New York City

6WUHHW+RXVH1XPEHU

&RXQWU\

Pinewood Avenue, 10022 US

/DQJXDJH&RUUHVSRQGHQFH /DQJ

EN

Save the business partner Check whether the business partner that you created in the SAP CRM system has been replicated correctly in the SAP R/3 back-end system (SAP IS-U). Explain how you would do this?

Use

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Partner

Person

1-2-2-3

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: ,'

1

&RXQWU\

US

%DQN.H\

123123123

%DQN$FFRXQW

9-digit number

Save your business partner and check whether the bank entry has been replicated correctly in the SAP R/3 back-end system.

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Partner

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IUT255

2-89

1-2-2-4

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

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6DOHV$UHD

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IS-U Telephone Sales U100

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ISU DE Sales

Electricity

&XVWRPHU6FKHPD

Standard Average rate

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2-90

1-2-3

6SHFLDOL]HG3DUW%XVLQHVV$JUHHPHQW±&RQWUDFW$FFRXQW 1-2-3-1

Create a business agreement for your business partner using the following data. %XVLQHVV$JUHHPHQW.H\

1DPHRI%XVLQHVV$JUHHPHQW

%XVLQHVV$JUHHPHQW&ODVV

IUT255-## ISU02 0001 (payable immediately)

Only

Save your business partner and check whether the business agreement has been replicated correctly as a contract account in the SAP R/3 back-end system.

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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? ,QWKHEXVLQHVVDJUHHPHQWWKHQXPEHUUDQJHLVDVVLJQHGWRWKHEXVLQHVV DJUHHPHQWFODVV

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SAP


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1-2-3-3

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 R/3 backend system?

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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)

Use

• 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.

© SAP AG

IUT255

3-6

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Internal

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

Partner

• 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)

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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.

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• 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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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 IS-U.

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:

Use

The tool used to replicate objects in IS-U and CRM is 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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• 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.

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z &50B32'B,167 Replication of the PoD/installation from SAP CRM

Master data template category &50&2112%-B$/21( This master data template category is used to replicate connection objects from SAP CRM to SAP ISU. This applies if technical objects are only uploaded from SAP CRM without the contract.

Master data template category &50B32'B,167 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 &503$571(57(&+ 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 IS-U, the contract is replicated using the proposed product (dummy product) in SAP CRM.

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Master data template category &507(&+2%- 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.

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The evaluation type of an attribute defines:

y The event at which a value is provided for an attribute y The location at which an attribute is supplied

y 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

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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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.

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Master data template category CRMNEWCONTRACT must be selected, otherwise the field &50 3URGXFW will not be available in the header data.

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

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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

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Examples of parameters from product configuration (SAP CRM)

Element ANLAGE CANCLTN_REASON CONTRACT_END_DATE CONTRACT_START_DATE EXT_UI ZMRIN ZMROUT ZSERIAL

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Possible status for master data templates: ’ ’: Unspecified (status after copying master data template): y Status is permitted for all master data templates.

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y The master data generator cannot execute this master data template (SAP CRM processes cannot cause the execution of this master data template).

y You can process the master data template.

y You can change the status. A: Active (status after creating a new template):

Only

y Status is permitted for all master data templates.

y The master data generator cannot execute this master data template

y SAP CRM processes cannot cause the execution of this master data template y You can process the master data template.

y 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 5HOHDVHGfor an SAP CRM product. Set this status if the master data template is tested in detail, and does not contain errors.):

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y This status is only permitted for master data templates, in which the &503RVVLEOH field in master data template categoryis marked.

y The master data generator can execute this master data template.

y SAP CRM processes can trigger the execution of this master data template. O: Obsolete (status of template that no longer has the status 5HOHDVHG. 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 &503RVVLEOH field in the master data template category is selected.

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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)

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

Use

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.

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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.

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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.

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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 PDVWHUGDWDWHPSODWH FRQVWDQWV that are not flagged as RQO\LQFUHDWLRQPRGH are used for analysis.

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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.

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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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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.

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In the process of analyzing the LGHQWLI\LQJFRQVWDQWV 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.

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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.

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

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

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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)".

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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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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

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1-1-1-1 What are master data templates used for in contract integration from SAP CRM and SAP IS-U?

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

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

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

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1-1-1-4 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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______________________________________________________

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1-1-1-5 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.

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• Configure the master data template so that the “Supply” service type is used.

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

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(UURU+DQGOLQJ 1-1-2-1 Assume that the master data template contains inconsistencies. How and where would you analyze the errors?

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

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What is the conceptual difference between the SAP CRM and the SAP IS-U contract?

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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 corresponding information to complete the nodes with a red status icon. Configure the master data template so that the “ Supply” service type is used.

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

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. C

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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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.

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

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". C

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

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". C

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

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

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y Multi-level configuration is not available for products created in SAP CRM.

y Product variants cannot be created for configurable products that were created in SAP CRM.

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

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y As opposed to the SAP R/3 system, where characteristics can be flagged as either restrictable or nonrestrictable, configurable attributes are always created as restrictable (this means with restrictable value ranges).

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y Configurable products cannot yet be uploaded to the SAP R/3 or non-SAP R/3 systems (only the SAP CRM stand alone 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 R/3 system.

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y 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.

y You can create more than one model version for each product. The model is only released for configuration if the status is "Released".

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y In Customizing for 3URGXFWVunder 6HWWLQJVIRU3URGXFW&DWHJRU\ -> 3HUPLW&RQILJXUDEOH3URGXFWV IRUD3URGXFW&DWHJRU\, you have made the setting that permits users to create configurable products in SAP CRM.

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Product model

y Prerequisite: You use a configuration hierarchy, which has the indicator "Enhanced Processing (PME)".

y In the subsequent attribute maintenance, product attributes are defined for the configurable product. Various parameters are assigned (see the slide).

y 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" (multi-value attribute in numerical format).

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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. C

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

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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). C

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

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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

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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

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3URGXFWV What product types do you know?

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Since you are responsible for product configuration, you have to check the products that have already been configured. You have to include SAP IS-U data in the product configuration.

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

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____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

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• Explain the concept and implementation of product configuration

3-53

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1-2-1-4

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Go to the product ISUDE_STROM01 and determine the configuration.

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1-2-1-5

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What is product configuration?

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IUT255

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1-2-1-6

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

1-2-1-7

Internal

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. ____________________________________________________

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____________________________________________________ ____________________________________________________ ____________________________________________________

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1-2-1-8

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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.

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3-55

1-2-1-9

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? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

____________________________________________________

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____________________________________________________ 1-2-1-11

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

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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.

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1-2-1-10

____________________________________________________

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IUT255

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

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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.

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

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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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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The business partner contact is mapped to transaction type 0000 (contact) as standard. If a separate transaction type is used:

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

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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.

© SAP AG

IUT255

4-13

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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.

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 SAP AG 2004

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.

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

© SAP AG

IUT255

4-14

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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.

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The objects to be transferred between the SAP CRM and SAP R/3 backends can be filtered using filter criteria. These criteria are used for data loads (initial or delta) from a SAP R/3 backend to the adapter objects.

The transaction for defining filter criteria is found under Architecture and Technology? Middleware Data Exchange? Object Management? Business objects (transaction code R3AC1) / Customizing objects (transaction code R3AC3) / condition objects (transaction code R3AC5).

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The transaction for starting the initial data load is found under: Architecture and Technology? Middleware ? Data Mapping? Initial Data Load? Start (transaction code R3AS). If the initial data load is not successfully completed, OSS note 443900 contains a general error analysis with useful tips. The transaction for monitoring the initial data transfer is found under: Architecture and Technology? Middleware ? Data Mapping? Initial Data Load? Monitor objects (transaction code R3AM1).

© SAP AG

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You can use the SAP CRM Middleware Monitoring Cockpit to display the status of the initial data load. Access to the Monitoring Cockpit takes place via: Architecture and Technology? Middleware ? Monitoring? Central Monitoring ? Monitoring Cockpit (transaction code SMWP).

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SAP

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.

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

IUT255

4-27

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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.

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

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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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Partner

The SAP CRM Interaction Center WinClient can be used as the central access point for agents. The integration with SAP IS-U allows you to access SAP CRM data as well as SAP IS-U data. With an SAP CRM IC WinClient implementation, you can use all SAP CRM components and integrate existing SAP IS-U functions.

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Positions in a structural organization are used to allocate agents, depending on their tasks.

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Ein IC-WinClient-Profil verbindet eine Framework-ID, eine Gruppe von Komponenten und deren Profile. Es kann einer Organisationseinheit oder einer Position in einer Organisationsstruktur zugeordnet werden. Das IC WinClient-Profil ist ein Sammelprofil, mit dem Sie alle sichtbaren und unsichtbaren Komponenten zusammenfassen können, die Sie im IC WinClient verwenden möchten.

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You can also use a range of other objects to search for the business partner in the IC WinClient. These searches can be performed according to or independently of the confirmed business partner.

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A range of searches can be configured and extended for specific customers in Customizing. You can also search using SAP IS-U data.

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A business partner can be identified manually or by the switch. The business partner fast search is found in Slot 1 of the IC framework.

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The profile for the extended business partner search / HTML search is defined in Customizing (SAP CRM): Interaction Center WinClient -> Component Configuration -> Visible Components -> Define Profile for Search Strategies

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As of SAP CRM Release 4.0, you can search for a business partner using imprecise data via a search string. Notes on implementing the search string are found in note 675199.

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The component profile created is allocated to the IC profile using the ‘CONTACT_SEARCH_CONFIGURATION’ profile category.

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The extended business partner search or HTML search is found in the application area. This search can be enhanced for specific customers. Notes on extending this are available in the Cookbook ‘ISU/CRM Integration of Residential Customers' . Refer to note 494362 here.

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You can access the SAP IS-U Data Finder directly from the business partner search/HTML search. This means that a business partner can also be identified using the SAP IS-U data (such as the bill number).

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As of SAP CRM Release 3.1, SAP IS-U-specific searches can be integrated in the SAP CRM Locator. This means you can search for premises using an address.

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The SAP IS-U-specific searches have been summarized under the search application ‘ECRM_ISU_NAV_LOCATORSEARCH’ .

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The search profile created is allocated to the ‘LOCATOR’ workspace as a profile.

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The ‘LOCATOR’ workspace is allocated to the profile for workspaces created automatically (Customizing SAP CRM): Interaction Center WinClient -> Component Configuration -> Visible Components -> Define Profile for Automatically Created Workspaces The profile for workspaces created automatically is allocated to the ‘DEFAULT_WORKSPACES’ profile category in the IC profile.

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Internal

The Locator search profile is created as follows in Customizing (SAP CRM): Interaction Center WinClient -> Component Configuration -> Visible Components -> Navigation Area > Define Search Profile

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As of SAP CRM Release 4.0, the search for premises using the serial number or German Metering Code has been added to the searches.

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The locator search has been enhanced in the Service Industry Extension for SAP CRM 4.0, so that the data environment in SAP IS-U can be accessed using the locator in SAP CRM.

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The new search application ‘ECRM_ISU_NAV_LOCATORSEARCH_2’ can be allocated to the locator profile in the SAP CRM System (Customizing SAP CRM): Interaction Center WinClient -> Component Configuration -> Visible Components -> Navigation Area > Define Search Profile

The locator profile created must then be allocated to the IC Profile. This allocation is made using the profile category ‘IS-U ENVD LOCATOR’ .

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The data environment defined in SAP IS-U must also be allocated to an IC locator profile. This allocation is made under (Customizing SAP CRM): Industry-Specific Solutions -> Define SAP IS-U Data Environment for IC Locator

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The SAP IS-U data environment can be displayed for the business partner or can be filtered for a specific contract account. The data environment is configured in the SAP IS-U System.

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As of CRM Release 3.0, you can replicate existing technical objects (connection objects and their points of delivery) from an SAP IS-U system to the CRM system and vice versa.

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Once you have activated the locator search, buttons for creating connection objects, premises, and points of delivery appear in the locator.

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Once you have clicked on the buttons for creating connection objects, the application area in the workspace for creating technical objects opens (ECRM_ISU_INDICATOR)

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Up to and including SAP CRM Release 3.1, technical objects could only be modified in the SAP IS-U System, and the upload of objects created in SAP CRM was always performed with a contract item.

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As of SAP CRM 4.0, technical objects can also be modified in SAP CRM; but only once a successful upload has taken place. The upload can be performed independently of the SAP CRM contract. Note here that the functions described require a SAP IS-U Release 4.7.

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In SAP CRM Release 3.0, the search for technical objects took place using the workspace ’IB_NAV ’ and display used the workspace ‘ISU_IB_APP' .

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The action box and the context menu can be used to access data and functions in SAP IS-U.

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The action box and context menu are integral elements in the IC interface.

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Customizing settings for the action box are made in SAP CRM under: Interaction Center WinClient -> Visible Components -> Settings for the Action Box -> Define Configuration Profile for Action Box

Profiles are allocated to the IC profile using the ’ACTION_BOX_CONFIGURATION_SLIM’ and ’CONTEXT_MENU_PROFILE’ profiles.

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Customizing settings for the context menu are made in SAP CRM under: Interaction Center WinClient -> Hidden Components -> Define Context Menus

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The customer fact sheet allows you to collect information from different systems and use this for a compact analysis of the customer.

Customer fact sheet – Technology:

y The customer fact sheet uses a Web Application Service (HTTP request) that displays information on a customer, grouped according to views.

y The XSLT style sheets are maintained using transaction SE80.

y See notes 490871 and 439334 or Cookbook "Fact Sheet“ (service.sap.com/utilities) for more information.

© SAP AG

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y Data is entered in XML and is displayed in HTML format (in a browser), or is transformed with an XSLT processor.

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The information is accessed from SAP CRM. Information can be accessed from SAP IS-U, SAP BW, SAP R/3 SD or another integrated system in HTML format.

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 SAP AG 2004

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Define info blocks and views

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The information contained in the customer fact sheet is divided into info blocks, which group certain types of data. You can select which info blocks appear in the customer fact sheet, and in what sequence. You can then combine the info blocks you require in views, and allocate these to different user groups or roles.

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)XQFWLRQ Display an overview of IS-U data by means of RFC

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SAP

 SAP AG 2004

ý

The info block +70/,68;0/&RQQHFWRUalso displays industry-specific data. This info block belongs to the class CL_CRM_CCKPT_IO_XML. Specify the host, port, URL path for SAP IS-U in the Customizing settings for this info block. This class can also be used to provide legacy systems with the customer fact sheet.

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The info block 5)&,68;0/&RQQHFWRU displays industry-specific data from an SAP IS-U system. This info block belongs to the class CL_CRM_CCKPT_IO_XML_RFC. In the Customizing for this info block, specify the RFC destination and the profile for HTML data selection in SAP IS-U. (You make the settings for the profile in SAP IS-U in Customizing for the SAP IS-U System under 6$38WLOLWLHV" &XVWRPHU6HUYLFH"&XVWRPHU,QWHUDFWLRQ&HQWHU'HILQH+70/&XVWRPHU2YHUYLHZ.)

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Several profiles can be generated in SAP IS-U and can, according to the demands in SAP CRM, be grouped as a view. As soon as the profile is generated in SAP IS-U, it must be assigned to the appropriate info block in SAP CRM. It must also contain an RFC connection. This means that you must specify in which system the information is located.

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A suitable profile must be defined in SAP IS-U. This profile can be used to select the data that is to be displayed in SAP CRM. Example: If you want to display contract data, the profile will only contain contract-related fields. If you want to see the consumption data in SAP CRM, you must include the fields that relate to the installation, billing, and consumption.

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As soon as the relevant profiles have been generated and assigned, the info blocks in SAP CRM must be organized into views.

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In the views, the different info blocks are allocated according to the information required in the customer fact sheet.

Only

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For SAP IS-U data, the customer fact sheet also communicates with context menus in the Interaction Center. To display SAP IS-U data in detail, or to maintain it, the corresponding context menus must be available.

Only

Internal

ý

From the customer fact sheet you can access detailed information on individual data objects by following the links displayed. This function is available to you if you access the customer fact sheet from SAP CRM applications (these links do not work in a simple browser). You are then taken automatically to SAP CRM and SAP R/3 objects (i.e. to the corresponding display transactions).

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 SAP AG 2006

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'LVSOD\6$3,68'DWD6WUHDPDV;0/6WULQJ 1. Access customer fact sheet 2. Right mouse click and then choose Properties -> Supplies the HTML request 3. Copy HTML request to the clipboard 4. Access the Internet Explorer and insert string

 SAP AG 2006

Use SAP

SAP

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6. Pressing Return supplies the XML string

Internal

Only

5. Insert the following string at the end of the text "&processor=xml"

Only

Internal

Use

Partner

© SAP AG

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&XVWRPHU)DFW6KHHW'HEXJJLQJ

$FWLYDWH+70/GHEXJJLQJ 1. Call up transaction SICF 2. Path: Default Host -> SAP -> CRM -> CRM_CFS 3. Menu: Edit-> Debugging -> Activate Debugging

 SAP AG 2004

Use SAP

SAP

Partner

Access of SAP IS-U takes place in the function module: EWHV_RFC The style sheets supplied by SAP are found in the CRM_CCKPT package.

Internal

Only

4. Call up/refresh customer fact sheet -> You branch directly to debugging

Only

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5HDGDGGLWLRQDOGDWDIURP6$3,68 %$G, ,68B&,&B(19 can be used to read additional data from SAP IS-U. The BAdI is also used to display additional data in the SAP IS-U customer environment.

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SAP

 SAP AG 2004

ý

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Info block for customer fact sheet: SAP BW queries, which are to be displayed in the customer fact sheet require the class CL_CRM_CCKPT_IO_BW_REPORT_BP_N. You must enter this class in the Customizing settings for the info blocks. In most cases, the customer fact sheet for the customer (0BPARTNER) is transferred from SAP BW to SAP CRM.

Partner

ý

Query in SAP BW: The object to be transferred and displayed in the customer fact sheet must not appear in the filter for the query. This also applies to selection characteristics in the segment builder (refer to marketing unit).

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At the conclusion of these exercises, you will be able to: • Explain profile determination in the IC WinClient • Illustrate the functions of the action box and the context menu

• Describe the search functions in the IC WinClient • Understand the integration concept of data retrieval for the SAP CRM customer fact sheet

Partner

You are responsible for cross-system access to customer information from the SAP CRM IC. This means that you check the action box and context menu configuration, as well as the search function settings.

SAP

Since you are responsible for customer service, you must be able to display all the relevant data in the customer fact sheet. Since this involves accessing SAP IS-U and SAP CRM data, you personalize the customer fact sheet with the necessary info blocks so that you can display the relevant information quickly and efficiently.

Partner

1-1-1

SAP

Use

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*HQHUDO 1-1-1-1

Go to the IC WinClient and identify your business partner ,87[[. 3RVWDO&RGH

68167

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New York City

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• Create technical objects in the IC WinClient (SAP CRM) and check their replication in SAP IS-U

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4-93

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Identify all the contacts that exist for your business partner. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

Find the technical objects that exist for your business partner using the address. 3RVWDO&RGH

68167 New York City

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___________________________________________________

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___________________________________________________ ___________________________________________________

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____________________________________________________ ___________________________________________________

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(Optional) If you only know the address of the connection object or premise, how would you find the corresponding business partner?

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___________________________________________________ ___________________________________________________ ___________________________________________________

___________________________________________________ ___________________________________________________ 1-1-2

$FWLRQ%R[&DOOV You want to find out the following information about your business partner IUT255-xx. -

How many contacts were created in the past and which ones?

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What kind of meter was installed at the customer’ s premise?

-

Which bills and dunning notices exist for your customer and how many?

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___________________________________________________ ___________________________________________________

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___________________________________________________ ___________________________________________________

© SAP AG

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____________________________________________________

4-95

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Explain briefly what is meant by a front office process. How are these integrated with existing back-end processes? ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

Only

Name at least three examples of front office processes. ___________________________________________________

___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

SAP

SAP

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___________________________________________________

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1-1-3

&XVWRPHU)DFW6KHHW 1-1-3-1

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Briefly explain the purpose of customer fact sheets. ____________________________________________________

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1-1-2-3

____________________________________________________

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____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

© SAP AG

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1-1-3-2

Explain the difference between info blocks and views. Give examples. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

1-1-3-3

Analyze the customer fact sheet and name at least 4 views. Describe what you see.

Partner

____________________________________________________ ____________________________________________________

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____________________________________________________ ____________________________________________________

SAP

____________________________________________________

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Go to the IC WinClient and identify your business partner ,87[[. 3RVWDO&RGH

68167

&LW\

New York City Pinewood Avenue, ##

Identify all the contacts that exist for your business partner.

Only

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Partner

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Find the technical objects that exist for your business partner using the address.

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You want to find out the following information about your business partner IUT255-##. -

How many contacts were created in the past and which ones?

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What kind of meter was installed at the customer’ s premise?

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Which bills and dunning notices exist for your customer and how many?

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Name at least three examples of front office processes.

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Briefly explain what customer fact sheets do.

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Explain the difference between info blocks and views. Give examples.

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\

A characteristic is a criterion used to describe an object. \

In SAP CRM, attributes can be derived from the following sources:

SAP

Use

y Business partner master data, such as age, gender or address

y BW master or transaction data, such as number of orders per month

y Attributes that are created specifically for marketing purposes in SAP CRM, such as hobbies. These types of attributes are grouped together in characteristic groups.

y External lists \

© SAP AG

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

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Origin type RFC dest. Name of BW report Business partner Function module Description

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4-113

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4-114

'DWD6RXUFHZLWK%:&XEH2ULJLQ7\SH &UHDWHGDWDVRXUFH Origin type RFC dest. Name of BW report Business partner Function module Description

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Business Warehouse cube BW_00_700

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IUT255

4-115

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\

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.

Internal

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

© SAP AG

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Create InfoSet (SQ02) (technical user) \

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EX_MASTER_DATA

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 SAP AG 2004

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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\

Creating an Attribute List

y Choose &UHDWH$WWULEXWH/LVW and enter a description, category and segment type for the attribute list.

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y Call the list of attributes and select the attributes that you want to include in the list. \

Creating a Filter

y 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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y To create a filter for an attribute, right mouse click on an attribute and choose &UHDWH)LOWHU

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Segment types break down the standard segment categories 7DUJHWJURXS, 6DPSOHand 3URGXFWSURSRVDO and can be required for authorization and display purposes.

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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: y 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.

y Last entries

y Distributed equally

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y Distributed randomly

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© SAP AG

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- 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.

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Consider which attribues 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 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.

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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.

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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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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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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.

Use

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.

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Communication medium: Customizing (CRM): Marketing -> Marketing Planning and Campaign Management -> Campaign Execution -> Define Communication Medium. For example, "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 the EFRM transaction. You must also select the valid bill form. You can find the two form levels under the "Document Header" root (DOC_HEADER).

Internal

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In the Customizing for Customer Relationship Management, choose the following menu path to define target systems (R/3, BW): Marketing -> Marketing Planning and Campaign Management -> System Landscape -> Define RFC Connection. There you maintain the RFC destination of the connected SAP IS-U for identification MKTPLR3 and parameter category MKTPLR3RFC. You also choose ’Define R/3 Project Profile for RFC Destination’ in order to define a project profile that is used when creating R/3 project master data in SAP IS-U.

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Utility contracts are assigned to a campaign within the sales process in SAP CRM. \

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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 timedependent master data table for the utility contract, then this can result in a key figure split in SAP BW.

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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).

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At the conclusion of these exercises, you will be able to: • Set up SAP BW as a data source for the Segment Builder • Create selection attribute lists for the segmentation

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2-1-1-1 Create a new data source. To do so, use the “consumption history” query (I_0UCMA_C01/UT_CONSUMPTION_HISTORY) from the area ,QGXVWULHV 8WLOLW\&RPSDQLHV 0DUNHWLQJ &RQWUDFW$QDO\VLV 6DOHV6WDWLVWLFV &RQVXPSWLRQ+LVWRU\. Give the data source the description IUT255-##.

$WWULEXWH/LVWV 2-1-2-1 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. 2-1-2-2 Create different filters for your attributes. Do not define the business partner as a filter!

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Specify BW_00_700 as the RFC destination.

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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.

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6HJPHQWDWLRQ 2-1-3-1 Create a new profile set. Assign a new key “IUT255-## with SAP BW Query”. 2-1-3-2 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?

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Assign the campaign the target group that you created earlier and then save the campaign.

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2-1-4-1 (OPTIONAL) Create a new campaign. Use campaign ISU_OFFER as the template. Assign the campaign the key IUT255-##.

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2-1-1-1 Create a new data source. To do so, use the “consumption history” query (I_0UCMA_C01/UT_CONSUMPTION_HISTORY) from the area ,QGXVWULHV 8WLOLW\&RPSDQLHV 0DUNHWLQJ &RQWUDFW$QDO\VLV 6DOHV6WDWLVWLFV &RQVXPSWLRQ+LVWRU\. Give the data source the description IUT255-##. -

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Save the attribute list.

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Assign the attribute list the description IUT255-##, and select the ‘Campaign Execution’ category and the ‘Campaign’ segment type.

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2-1-2-1 Create an attribute list. Assign your attribute list the data source that you created previously.

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Specify BW_00_700 as the RFC destination.

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2-1-2-2 Create different filters for your attributes. Do not define the business partner as a filter!

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6HJPHQWDWLRQ 2-1-3-1 Create a new profile set. Assign a new key “IUT255-## with SAP BW Query”.

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2-1-4-1 (OPTIONAL) Create a new campaign. Use campaign ISU_OFFER as the template. Assign the campaign the key IUT255-##.

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Assign the campaign the target group that you created earlier and then save the campaign.

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2-1-3-2 Create a new target group within your profile set. Use the attribute list that you just created.

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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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The transaction interfaces have been redesigned.

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Integration with the IC WebClient Framework means that the entire infrastructure can be used such as:

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Use

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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.

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Call center processes Internet Activities PC UI calls

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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.

Use

Toolbar – For telephony functions

y Account info - Displays the most important information for the current business transaction such as name of customer and company. y Alerts - Generates the alerts that the agent sees, such as automatic proposals and reminders. y Communication data – Information from the Communication Management Software (talk time, automatic number identification, agent status, queue status)

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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: y Standard area: Contains the transaction used most often in the IC WebClient These functions are determined by the standard navigation bar profiles.

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y Personalized area: Agents can set up this area for their own use. They can also use the index to change this area.

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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: y An agent can enter data at any time during the interaction, regardless of which screen he/she is working in y The pushbutton to open the scratch pad is fixed (always in the top edge of the screen) y 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

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A search for the account (= account partner) was executed with all search criteria in SAP IS-U and then displayed in SAP CRM. Since the contract partner is replicated between SAP IS-U and SAP CRM, only the ID of the contract partner is returned from SAP IS-U to SAP CRM. The contact partner and its attributes are displayed in the IC WebClient in SAP CRM.

SAP

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Here, the contract partner has been found and confirmed. A search for premises was then carried out and the results are displayed in the result list.

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 SAP AG 2006

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5-18

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The data has not yet been checked on the move-out screen shown here. All meter reading results have been entered.

Only

Internal

Partner

Process: A customer contacts the call center to report a move-out from the current premise. The agent executes the move-out by entering the move-out date and the meter reading result on the move-out screen.

SAP

Use

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 SAP AG 2006

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5-19

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The contract partner overview screen contains general contract partner data (top left), history data (top right), and contract account data (lower screen area).

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The due amounts have been added to the title. Any special features of the contract accounts are displayed, as well as the existence of dependent objects such as installment plans, budget billing plans, or last payment details.

Use

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Partner

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The customer contacts the call center to make a complaint about the last bill. He believes that the amount on the electricity bill is much too high. The agent carries out a bill correction based on incorrect meter reading results.

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The interaction record allows details of a customer call to be stored quickly.

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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

Only

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Where can you define the application language for the IC WebClient? ____________________________________________________ ____________________________________________________

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Partner

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Start the Interaction Center WebClient. Log on as user UT-CS-DE (password: welcome).

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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.

5-25

1-1-1-3

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. ___________________________________________________ ___________________________________________________

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Identify the business partner IUT255-## that you created earlier.

Internal

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Navigate to the business partner view to find out about the number of contract accounts and contracts for your business partner. Look at the IS-U data environment. ____________________________________________________ ____________________________________________________

____________________________________________________ ____________________________________________________

1-1-4

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OPTIONAL: Carry out a move-out for your business partner.

SAP

1-1-4-1

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Now go to the contract account view to inform the customer of the next payments due.

____________________________________________________

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____________________________________________________ ____________________________________________________ ____________________________________________________

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1-1-3-2

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Navigate to the business partner view to find out about the number of contract accounts and contracts for your business partner. Look at the IS-U data environment.

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OPTIONAL: Carry out a move-out for your business partner.

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Now go to the contract account view to inform the customer of the next payments due.

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A utility company’s customers can be divided into the following segments:

Use

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The last two segments are often referred to as Commercial and Industrial Customers (C&I customers)

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The interfaces are mostly from SAP CRM. The interfaces are implemented in the People-Centric CRM User Interface (PCC User UI). Since these web-based interfaces are integrated in the SAP Enterprise Portal, the SAP GUI is no longer required. <

The individual calculation of quotations for commercial and industrial customers takes place outside SAP CRM in an external calculation tool. SAP provides an example in MS Excel. You need to install an MS XML and an MS SOAP tool kit in order to call up this example. Important: This example is not part of the SAP standard, and is therefore not included in maintenance.

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The Key Account Management (Utilities) business package includes the following roles:

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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.

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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:

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y Description of a hierarchy node

y An allocated business partner and the validity of the allocation y Higher-level nodes and the validity of the allocation y Assigned condition records © SAP AG

IUT255

6-16

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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.

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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).

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Internal

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.

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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).

Use

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© SAP AG

IUT255

6-19

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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.

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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.

Internal

Use

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.

© SAP AG

IUT255

6-20

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The master data template category CRMOUTLCONTRACT is available as of SAP IS-U 4.71. <

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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.

Use

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© SAP AG

IUT255

6-22

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What is the difference between the sales process for residential customers and C&I customers (including chain and cluster customers)?

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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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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.

Internal

Use

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 then print out, for example.

© SAP AG

IUT255

6-24

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Opportunities can be used for prospective customers as well as for existing customers. <

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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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The profile function is only delivered with the KAM portal. This information is not available in the SAP WinGUI. The object family for profiles stored in SAP CRM is 0103.

Partner

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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.

SAP

 SAP AG 2004

Use

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© SAP AG

IUT255

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C

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C

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.

© SAP AG

IUT255

6-28

Only

C

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 customer-specific determination logic.

Partner

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.

SAP

 SAP AG 2004

Use

Internal

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The Grid Level Type represents a new categorization of distribution grids that can be classified based on the division category.

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y Note: The standard delivery of SAP IS-U contains the value 0001, meaning the voltage level for Electricity division category.

C

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y 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. y 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.

© SAP AG

IUT255

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Internal

C

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.

Partner

Use

C

SAP

 SAP AG 2006

Use

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y Not set Grid access determined via SAP IS-U grid Grid access determined via BAdI (externally or with SAP CRM)

C

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: y Create connection object and premise y Create point of delivery y Select division -> the selection list for the grid level type field is filled automatically

y Select grid level C

y 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.

© SAP AG

IUT255

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Internal

y Set C

Partner

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:

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SAP

 SAP AG 2004

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SAP

C

Use

C

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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Internal

C

Partner

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.

SAP

 SAP AG 2006

Use

&RPSOHWH SURGXFW

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SAP

 SAP AG 2006

C

Use

C

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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C

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.

Partner

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:

SAP

Internal

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C C

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.

Internal

C

C

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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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.

Partner

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.

SAP

 SAP AG 2006

Use

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SAP

 SAP AG 2006

C

Use

C

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

The connection of profile repositories outside of SAP CRM takes place using RFC. Access to SAP ISU/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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C

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)

Partner

Profiles consist of the profile header, which defines the profile’s attributes, and the profile values, which are assigned to the header.

SAP

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It is possible to copy profiles with their consumption and price data in SAP CRM.

C

C

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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Only

Internal

Use

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) From-Date 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.

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SAP

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 SAP AG 2006

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You can import or generate complete profiles in the system. The following three functions are available:

C

C

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 'HILQH&RQVXPSWLRQ 7\SHV. 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.

© SAP AG

IUT255

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Only

Internal

Use

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 %URZVHto start the file selection dialog of your client operating system and select a file. Choose 8SORDGto upload the selected file.

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SAP

 SAP AG 2004

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RTP import

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.

Only

Internal

C

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.

Partner

C

SAP

 SAP AG 2006

Use

Use

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© SAP AG

IUT255

6-43

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SAP

 SAP AG 2004

C

There are two standard options for downloading profiles to your client PC:

Use

y XML – Download profile as XML file C C

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

Partner

y CSV – Download profile as Comma Separated Value (CSV)

SAP Only

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 SAP AG 2004

C C

The price and consumption profiles in the profile schema are used as the basis for customer quotation costing.

C

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 7HPSODWH5HSRVLWRU\, 7HPSODWH3URILOH, and /LQNfields for this. You have the following options:

y In the /LQNfield, specify whether to create a copy of the template profile /LQNnot selected) or to create a link to it /LQN selected).

© SAP AG

IUT255

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Only

y In the 7HPSODWH5HSRVLWRU\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 7HPSODWH3URILOH field, specify the key of the profile that you want to use.

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Calculation tools such as MS Excel are used for quotation costing.

Partner

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What is important for the quotation process? First, the relevant distributors must be identified in order to determine the correct charges.

SAP

 SAP AG 2006

Use

Partner

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Microsoft Excel External costing tools Internal costing tools

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