SAP-CRM-Configuration-Guide.pdf

Project Parivartan

SAP IMPLEMENTATION PROJECT

Customer Relationship Management Coniguration !ui"e

[ARYA ACHALAM],

Version 1.0 January 9, 2012

Client Input – Asset Accounting

Table of contents 1 Configuration Settings for Organization Model........................................................................4 Organizational Model Overview..........................................................................................4 1.1 Organizational Model Synchronization ERP <-> CRM..................................................5 #$#$# Chec%ing Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$) #$#$* Chec%ing +istri,ution Channels 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$) #$#$- Chec%ing +ivisions 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$. #$#$/ Chec%ing Sales Areas 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$. #$#$) Chec%ing Assignment o Sales Oices to Sales Areas 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$0 #$#$. Chec%ing Assignment Compan1 Co"e 23 Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$0 #$#$0 Chec%ing Assignment +istri,ution Channel 23 Sales Org$ 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$0 #$#$4 Chec%ing Assignment Assignment +ivision +ivi sion → Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$4 #$#$5 +eining +ivisions $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$4 #$#$#6 Perorming +ivision Settings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$4 #$#$## +eining +istri,ution Channels$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$5 #$#$#* +eining Com,ination o +istri,ution Channel an" +ivision$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$5 #$#$#- Set 7p Integration 8usiness 8usiness Partner 9 Organi&ational Organi&ational Management$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$ $$$$$$$ $$$$$ #6 #$#$#/ +eining Num,er Range or Org$ 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#6 #$#$#) +eining !rouping or Org$ 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$## #$#$#. Setting 7p Integration$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$$$ #* #$#$#0 E:ecuting Report or Changeover Classiication$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#*

1. Maintaining Organizational !nit".................................................................................1# #$*$# #$*$* #$*$#$*$/ #$*$) #$*$. #$*$0 #$*$4

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

2 Configuration settings of Master Data Replication ERP ! CRM...........................................1" .1 Re$licating %&"ine"" Partner".....................................................................................1' *$#$# +eining Sources or 8usiness Partner Creation$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#5 *$#$* 8usiness Partner Concept ERP <23 CRM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*6 *$#$- +eining Num,er Assignment Strateg1 or 8usiness Partners$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*# *$#$/ Mapping 8usiness Partner Master +ata rom ERP to CRM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*# *$#$) I"enti1ing Relevant ERP Account !roups 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$** *$#$. +eining Num,er Ranges or CRM 8usiness Partners 'I( 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$**$#$0 +eining CRM 8usiness Partners !roupings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$**$#$4 Mapping ERP Account !roups to CRM Classiications 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*/ *$#$5 Mapping 8usiness Partner Master +ata rom CRM to ERP$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*/ *$#$#6 +eining Num,er Ranges or CRM 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*) *$#$## +eining CRM 8usiness Partners !roupings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*) *$#$#* Mapping CRM Classiications to ERP Account !roups 'SAP ERP( $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*. *$#$#- S1nchroni&ing =iel" Settings or 8usiness Partners 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*. *$#$#/ Selecting Customers or Replication 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*0 *$#$#) Replicating Customers 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*0 *$#$#. Monitoring Replication Status 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*4 *$#$#0 Chec%ing 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*4 *$#$#4 Monitoring Replication Status 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*4 *$#$#5 Chec%ing Completeness o Replication 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*5

. Re$licat Re$licating ing Materia Material"... l".............. ..................... ..................... ..................... ..................... ..................... ............................................ .................................. ' *$*$# *$*$* *$*$*$*$/ *$*$)

Chec%ing Material 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*5 +eining Item Categor1 !roups$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-6 Chec%ing Item Categor1 !roups 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-6 Cop1ing Item Categor1 !roups 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-6 Selecting Materials or Replication 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-6

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*$*$. Replicating Materials 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-# *$*$0 Monitoring Replication Status 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-# *$*$4 Chec%ing Materials 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-*

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

# Configuration settings for Mar$eting %aster Data.................................................................4& #.1 (e)ining O*+ective".......................................................................................................45 #. (e)ining (e)ining ,actic"......... ,actic"................... ..................... ..................... ..................... ..................... ..................... ............................................... .................................... 45 #.# (e)ining Ca$aign ,y$e"O*+ective",actic"............................................................4/ #.4 Maintaining Sender 0ddre""e" )or E-Mail...................................................................4 #.5 (e)ining ,y$e" )or Mar2eting Plan..............................................................................43 #./ Mar2eting Calendar.......................................................................................................43 -$.$# Assigning !raphic Proile or Mar%eting Calen"ar$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$/5

#. Ca$aign Eec&tion.....................................................................................................4' -$0$# E:ternal List Management$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$/5

4 Configuration settings for CRM 'ead Manage%ent..............................................................&1 4.1 eneral Setting" )or 6ead"...........................................................................................51 /$#$# +eining Lea" Origins$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$$$$$$$$$$$$$ $$$ )# /$#$* Maintaining Organi&ational +ata Proile$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)# /$#$- +eining Transaction T1pe or Lea"$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)* /$#$/ +eining Num,er Range or Lea"s$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)/$#$) Assigning Ne> Num,er Range$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)/ /$#$. +eining Item Categor1 +etermination$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)/ /$#$0 +eining ?uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)) /$#$4 +eining 1our in"ivi"ual @uestionnaire$$$$$$$$$$$$$$$$$$$$$$$$$$$ @uestionnaire$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$ $$$$$$ $$$$$$$$$$$$$$ $$$$$$$ )) /$#$5 Assigning ?ualiication Levels to ?uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$). /$#$#6 +eining +etermination or ?uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$). /$#$## +eining Cop1 Control rom Lea" to Opportunit1$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)0

& Configuration settings for (asic Sales...................................................................................&) 5.1 Maintaining Organizational (ata Pro)ile......................................................................53 * Configuration settings for +cti,it- Manage%ent....................................................................&" /.1 Setting" )or %a"ic 7&nction" )or 0ctivity Manageent..............................................5' .$#$# +eining Partner =unctions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)5 .$#$* +eining Partner +etermination Proce"ure$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$.6 .$#$- +eining Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$.#

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.$*$# +eining Action Proiles an" Actions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$.* .$*$* +eining Con"itions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$ $$$$$$ $$$$$$$$$ $$ .* .$*$- Assigning Organi&ational +ata Proile to Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$..$*$/ Assigning Assigning Partner +etermination Proce"ure to Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$ ./ .$*$) Assigning Action Proile to Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$./ .$*$. Assigning Te:t +etermination Proce"ure to Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$.)

) Configuration settings for CRM Opportunit- Manage%ent....................................................*& .1 (e)ining ,ran"action ,y$e )or O$$ort&nity................................................................/5

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

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

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

•

SAP 8est Practices or CRM can also ,e use" >ithout an ERP s1stem as a ,ac% en" i onl1 scenarios >ithout ERP integration are implemente"B such as Activit1 ManagementB Opportunit1 Management An automatic transer o the ERP sales structure is onl1 possi,le once$ Errors ma1 occur in organi&ational "ata "etermination i there are alrea"1 organi&ational units in the s1stem$

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=urther changes in the organi&ational mo"el have to ,e maintaine" manuall1 in the CRM s1stem an1>a1$

Organizational Model Synchronization ERP <-> CRM The ERP s1stem is closel1 lin%e" to the CRM s1stem$ The t>o s1stems have to ,e s1nchroni&e" in some coniguration areasB such as the organi&ational mo"el$ +eci"e >hich sales areas 1ou nee" to have in the CRM s1stemB an" chec% them in the ERP s1stem$ A sales area consists o •

a sales organi&ation

•

"istri,ution channels

•

"ivisions

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

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

,ran"action code S0P ERP M en&

Sales Organizatio n 4==#

O:;5 Enterprise Structure → Definition → Sales and Distribution → Define cop- delete c/ec$ sales organization

S al es Or g an i z a t i o n Description Sales Org. PP'

Chec2ing (i"tri*&tion Channel" 8S0P ERP9 Proced&re #$ Access the activit1 using one o the ollo>ing navigation options


Disc. Chan ne l 41 4

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

Di st r i bu t i o n Ch an n e l Description Direct Sales (ro$er Sale

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4#

Referral Sale

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


Division 11

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

Division Description Residential

1

Co%%ercial

1#

.T

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


Sale" Org

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

Sales and

→

Dis Channel

4==#

41

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42

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

Residential

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Co%%ercial

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


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

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

/6#

Site Oice2Est$Rng

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


Sale " Org /66-

(e"cri$tion Sales Org. PP'

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

Co$any Code *66-

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

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


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

Sale " Org

(i"tri*&tion Channel

(e"cri$tion

/66-

/#

+irect Sales

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8ro%er

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Reerral Sale

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Chec2ing 0""ignent (ivi"ion

Sale" Organization 8S0P ERP9

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


Sale" Org.

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

(ivi"ion

(e"cri$tion

/66-

66

Common

/66-

##

Resi"ential

/66-

#*

Commercial

/66-

#-

I$T$

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

Proced&re #$ Access the activit1 using the ollo>ing navigation options

*$

,ran"action code

SPRO

S0P CRM M en&

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

→

Choose e3 Entries 5&6$ (ivi"ion 66 ## #* #-

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

Per)oring (ivi"ion Setting" 8S0P CRM9 !"e ou can speci1 >hether or not 1ou >or% >ith "ivisions in the CRM s1stem$ I 1ou use CRM together >ith an ERP s1stemB 1ou must al>a1s maintain a "umm1 "ivision in ERPB in or"er that 1ou can e:change "ata 'master "ata an" "ocuments( ,et>een s1stemsB i 1ou are not using a hea"er "ivision in CRM$

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


,ran"action code

SPRO


Custo%er Relations/ip Manage%ent → Master Data Organizational Manage%ent → Di,ision Settings à Define 7se of Di,ision and Du%%- Di,ision

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+eselect the chec%,o: Di,ision not act.

-$

Select the in"icator ;ea"er +iv$ Act$ to use "ivisions at hea"er level in ,usiness transactions in CRM Enterprise$

/$

Enter an RD- "umm1 "ivision rom the list o SAP ERP "ivisions i"entiie" in step C/ec$ing Di,isions S+P ERP ($

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

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

SPRO


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

*$ Choose e3 Entries 5&6$ /# /* /-

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

-$ Save 1our entries$

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


SPRO


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

Page 5 o ..

*$ Choose e3 Entries 5&6$ (i"tri*&tion Channel (e"cri$tion /#+irect Sales /#+irect Sales /#+irect Sales /*8ro%er Sales /*8ro%er Sales /*8ro%er Sales /-Reerral Sale /-Reerral Sale /-Reerral Sale -$

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

Save 1our entries$

Set !$ ntegration %&"ine"" Partner – Organizational Manageent !"e =or 1ou to use 1our e:isting organi&ational units in or"ersB the s1stem must create ,usiness partners rom these organi&ational units$ The s1stem uses the Organizational 7nit role or the ,usiness partners it creates rom organi&ational units$

(e)ining ?&*er Range )or Org. %&"ine"" Partner" 8S0P CRM9 !"e =or each organi&ational unit create" in the organi&ational mo"el a ,usiness partner is generate" automaticall1$ =or this ,usiness partners a num,er range has to ,e create"$ I 1ou "on ’t "eine a num,er range the create" ,usiness partner >ill get a num,er that ,elongs to other ,usiness partner t1pesB e$g$ consumers$


,ran"action code S0P CRM M en&

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

/$ In the ne:t steps 1ou "eine the num,er range or Org ,usiness partners$ )$

Choose nsert inter,al S/ift8516$

.$ Enter the ollo>ing values

Page #6 o ..

7ield

:al&e

Rear2"

No$ =rom num,er

/ 666/666666

To num,er

666/666555

Choose an I+ >ith lea"ing ‘’ I 1ou use numeric values ma%e sure 1ou a"" lea"ing &eroes to the value until the ull length o the iel" is reache"$ I 1ou use numeric values ma%e sure 1ou a"" lea"ing &eroes to the value until the ull length o the iel" is reache"$

Current num,er E:t

Internal num,er assignment is re@uire"$

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

(e)ining ro&$ing )or Org. %&"ine"" Partner" 8S0P CRM9 !"e =or each organi&ational unit create" in the organi&ational mo"el a ,usiness partner is generate" automaticall1$ This grouping can ,e use" or selecting the num,er range >hen creating a ,usiness partner$


,ran"action code

SPRO


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

*$

Choose e3 Entries 5&6$

-$

Enter the ollo>ing values 7ield

:al&e

Rear2"

!rouping

/

The grouping must have the same I+ as the assigne" num,er range

Short name

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

+escription 'EN( Num,er range

E:ternal /$

Choose Enter. Int$St"$!rping E:t$St" !rping

)$

The num,er range 1ou have create" or Org 8usiness Partners$ Internal num,er assignment is re@uire"$

Selecte" +eselecte"

Choose Sa,e Ctrl8S6$

Page ## o ..

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


SPRO


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

*$ Enter the ollo>ing values or the e:isting com,ination o 0roup an" Se%.abbr $ ro&$ ;RAL ;RAL ;RAL

Se.a**r. ;RAC O8PON ON7M8

:al&e a**r  ON *

;RAL

OS78!

/

(e"cri$tion Activate ;R Integration Integration O28P Activate" 8usiness Partner Num,er Assignment 'Org$ 7nit( 8usiness Partner Su,group 'Organi&ational 7nit(

-$ Choose Sa,e Ctrl8S6$

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

Proced&re #$ To run the reportB use the ollo>ing navigation option ,ran"action code

S0#3

*$ Enter the report CRMFMGT8PFHCACLF7P+ATEF-6 an" choose E9ecute 5:6$ -$ Geep the "eault values an" choose E9ecute 5:6$ /$ In case o the status message Class T-pe (7P; o Suitable Classes 5ound no urther actions are re@uire"$ )$ In case o other messagesB rea" the "ocumentation o the report an" run the report >ith "eactivate" lag or Test %ode$

Page #* o ..

Maintaining Organizational !nit" !"e Organi&ational units are unctional units o a compan1$ +epen"ing on ho> tas% "istri,ution is organi&e" in a compan1B these can ,eB or e:ampleB "epartmentsB groups or project teams$ Separate organi&ational units or mar%etingB sales an" service >ill ,e "eine"$ The organi&ational unit in sales an" "istri,ution structures the compan1 accor"ing to S+ re@uirements$ Sales transactions are prepare" an" implemente" in a sales organi&ation$ Several sales oices or sales groups or other reel1 "eina,le organi&ational units can ,e assigne" at lo>er level than the sales organi&ation$ It is not possi,leB ho>everB or other sales organi&ations to ,e su,or"inate to a sales organi&ation$ ou can assign attri,utes to a sales organi&ation in organi&ational plan maintenance$ The sales organi&ation is then responsi,le or these attri,utes or e:ampleB one or more "ivisions an" "istri,ution channelsB a languageB or a postal co"e$ In a""ition there are organi&ational unit in the service area in >hich services are planne" an"

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

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

S0P CRM @e*Client en&

Master Data

→

Organization Model

*$

Create a root organi&ational unit ,1 choosing Root Organizational 7nit $

-$

Choose Continue$

/$

Maintain the ollo>ing values or this organi&ational unit 7ield nae !eneral "ata Co"e +escription A""ress A""ress Suppl StreetD;ouse No$ Cit1 Postal Co"e Countr1 Region Telephone no$ =a: Num,er Attri,utes Countr1 Re$ currenc1 or "ocument Correspon"ence Language

)$

:al&e PPLFCOMP Pha"nis Properties Lt"$ Pha"nis Properties Lt"$ Galpavri%shaB *n" =loor Ne> #66 =t$ +$P$Roa"B Garvenagar Mum,ai /666.IN M; 6*6.0*/-666 6*6.0*/-*66 IN IN IN

Choose Sa,e$ An I+ >ill ,e automaticall1 create" or the root organi&ation$ To "ispla1 this I+B choose the ,utton ‘ Personalize’ B move ‘ D’rom the +,ailable Colu%ns to the Displa-ed Colu%ns an" Sa,e$

Page #- o ..

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

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

Master Data

→

Organization Model

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

Bierarchy Code 6evel 6 O8FCOMP

PPL Sales Organi&ation

#

PPL S Org

!M2Sales

*

!M2Sales

!M2Mar%eting

*

!M2Mar%eting

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

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

0""igning 0ttri*&te" to Organizational !nit !"e ou can use general attri,ute maintenance to attri,ute "ata 'attri,utes( to organi&ational unitsB >hen creating 1our sales an" "istri,ution or service structure$ ou al>a1s maintain these attri,utes speciicall1 or a scenario 'Sales or Service($ CRM "istinguishes ,et>een organi&ational an" ,usiness attri,utes Organizational attri,utes "eine the ty$e o organi&ational unitB or e:ampleB  >hether it is a sales organi&ation or a service group$ %&"ine"" attri,utes "eine the responsi,ilit1 o an organi&ational unitB or e:ampleB or >hich "istri,ution channels or pro"uct groups an organi&ational unit is responsi,le$ Attri,utes can have one or more values$ =or some attri,utesB 1ou can also enter areas 'or e:ampleB partner num,ers 66# to -66($ 

Page #/ o ..

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

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

Master Data

à Organization

Model

*$ Enter the "escription O,eroi Compan1 an" choose Searc/$ -$ In the vie> area Result 'ist B select the lin% o the root organi&ational unit O,eroi Compan1$ /$ In the assignment ,loc% Organizational 7nit select the organi&ational unitB that 1ou >ant to maintain )$ In the vie> +llo3 Org. 7nit to be Deter%ined o the assignment ,loc% Organizational 7nit Details select iel" i necessar1$ Other>ise this organi&ational unit >ill not ,e ta%en into consi"eration or the organi&ational "ata "etermination$ Organizational !nit (etail" Organizational 7&nction" !nit ( 8PFCOMP OCPL S Org #6#6 S O #6# S !roup #6* S !roup #6- S !roup #6/ S !roup #6) S !roup #6. S !roup #6## S O ### S !roup ##* S !roup #6#* S O #*# S !roup #** S !roup #6#) S O #)# S !roup ORL S Org ###6 O #6# S !roup #6* S !roup

Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales

Organi&ation Oice !roup !roup !roup !roup !roup !roup Oice !roup !roup Oice !roup !roup Oice !roup Organi&ation Oice !roup !roup

0llow Org. !nit to *e (eterined

Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales

#$ In or"er to maintain the attri,utes select the create" organi&ational units one ater another an" choose Edit 'ist in the assignment ,loc% +ttributes$ *$ Maintain all re@uire" attri,utes or all three scenarios 'Mar$eting B Sales an" Ser,ice( o an organi&ational unit i necessar1$ =or the SAP 8est Practices organi&ational mo"el maintain the ollo>ing attri,utes$

Page #) o ..

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

Scenario 0ttri*&te Sales

Countr1 Re$ currenc1 or "ocument Correspon"ence Language

PPL S Org

Sales

!M2Sales

Sales

:al&e

:al&e to

IN INR EN

Onl1 inherite" attri,ute values Onl1 inherite" attri,ute values

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

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

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

à

*$ Choose e3 Entries 5&6$ -$ Maintain the ollo>ing "ata using the input help Sale" Organization ( 7ield ?ae O )666666*

R#Sl"Org Entry #6-#

/$ Choose Sa,e Ctrl8S6$

Maintain Bolder )or Po"ition" !"e ou assign emplo1ees or users to positions in "oing thisB 1ou also "etermine the tas%s assigne" to them$

(e)ining ?&*er Range" )or E$loyee" !"e ou >ant to create emplo1ees >ith separate e:ternal num,er ranges in CRM$


Page #. o ..

,ran"action code

87C=


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

*$

Choose C/ange inter,als$

-$

Choose nsert inter,al S/ift8516$

/$

Enter the ollo>ing values ?o. #

)$

7ro n&*er 666666#)6#

,o n&*er 666666#)-6

Et


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


,ran"action code

SPRO


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

*$

Choose e3 Entries 5&6$

-$

Enter the ollo>ing values ro&$ing #

/$

Short nae CRM Emplo1ees

(e"cri$tion CRM Emplo1ees

?&*er range #

Eternal

Et. Std. r$ing +eselecte "

nt Std. r$ing Selecte"


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

Proced&re #$ Log on to the CRM !7I screen$ *$ Access the activit1 using the transaction co"e PPOMAFCRM -$ In the search criteria area choose =in" ,1 Organizational 7nit $ /$ Choose Searc/$ )$ In the vie> area Result 'ist B select the lin% o root organi&ational unitB Pha"nis Properties Lt"$

Page #0 o ..

.$ In the Organi&ational 7nit vie> e:pan" the tree to the position 1ou >ant to assign an emplo1ee to$ 0$ Mar% the Position$ 4$ Clic% on E%plo-ee$ 5$ Search the emplo1ee ,1 criteria 'last nameB user I+($ #6$ Select the ,usiness partner$ ##$ Choose Sa,e$ #*$ Choose (ac$.

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

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

S!=1 Tools à +d%inistration

à 7ser

Maintenance

à 7sers

*$ In the 7ser iel"B enter the s1stem user name$ -$ Choose Create 5:6$ /$ Enter the ollo>ing "ata 7ield nae Address ta* $age Last name =irst name Logon data ta* $age Initial pass>or" Repeat pass>or" 7ser T1pe Profiles ta* $age Proile

:al&e PAN+IT MRINAL Initial Initial +ialog Leave empt1$ ill ,e assigne" in the ne:t activit1

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

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

Set !$ %&))ering )or Sale" Scenario Some processes o CRM nee" to have the sales areas$ The sales areas are represente" in the organi&ational mo"el that 1ou can maintain >ith the transaction PPOMAFCRMB this means the1 are not ph1sicall1 store"B ,ut the1 are the result o the "ierent com,inations o sales organi&ationsB sales oicesB sales groupsB channels an" "ivisions maintaine" in the organi&ational mo"el$

Page #4 o ..

henever a CRM transaction or a ,usiness partner nee"s the sales areasB the1 are calculate"B an" this is an e:pensive process$ To spee" up this processB the sales areas are ,uere"$ Report ;R8CIFATTRI87TESF87==ERF7P+ATE is use" to ,uer the attri,utes o organi&ational management o,jects$ To ena,le ,uering 1ou have to maintain vie> T00OMATTR$

Ena*le %&))ering )or Sale" Scenario Proced&re #$ Access the activit1 using the ollo>ing navigation option

,ran"action code

OO0,,RC!S,

*$

Select the structure no"e Scenarios$

-$

=lag the iel" in the column (uffering or the scenario S+'E $

/$

Mar% scenario S+'E $

)$

Choose +ttributes
.$ A"apt the values or the ollo>ing com,ination o ScenarioDAttri,ute

Scenario

0ttri*&te

SALE

ISFSAF!RP

SALE

ISFSAFO==

SALES

ISFSAFOR!

nherit ,y$e No inheritance No inheritance No inheritance

nvi"i*le Selecte" Selecte" Selecte"

SeA 66 66 66

0$


4$

Log o an" log on again to the CRM s1stem in or"er to ma%e the eect o these settings visi,le to 1our user$

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

Page #5 o ..

0rea

Sale"

Mar2eting

Service

Cla""i)ication Re@uire" or C&"toer Pro"$ective c&"toer Co$etitor

CRM  

ERP 

CRM  

ERP 

CRM 

ERP 



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

•

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

Master "ata iel"s

−

Num,er range

−

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

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

*9 CRM Sy"te •

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

Master "ata iel"s

−

Speciic unctionalit1

•

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

•

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

Consumer Organi&ation

−

Consumer Person

−

Customer

−

Prospective customer

−

Competitor

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

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

•

Map the num,er ranges

Page *6 o ..

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

•

+escription •

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

•

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

Proce"ure •

There are t>o >a1s to guarantee i"entical num,er ranges$ a( Lea"ing s1stem approach +eine a lea"ing s1stem or ,usiness partner maintenanceB i$e$ ,usiness partners ,elonging to the same account group or classiication are onl1 maintaine" in the OLTP ERP or in the CRM s1stem e:clusivel1$ =or e:ample Customers 'account group 666#( are onl1 maintaine" in the OLTP ERPB consumers 'account group 6#06( are onl1 maintaine" in the CRM s1stem$ The account group an" the mappe" classiication must have the same num,er range$ =or the receiving s1stem e:ternal num,er assignment is re@uire"$ ou have to ma%e sure that ,usiness partner creation in the receiving s1stem is prohi,ite"$ Ma$$ing Ea$le CRM Sy"te

O6,P ERP

Classificatio n

5ro% nu%ber to nu%ber

Replicatio n direction

+ccoun t group

5ro% nu%ber to nu%ber

Customer

#2 555

E:ternal num,er range



666#

# 2555

Consumer

#666 2HHH

Internal num,er range 'lea"ing (

à

6#06

#666 2HHH

Internal num,er range 'lea"ing( E:ternal num,er range

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

Page *# o ..

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

denti)ying Relevant ERP 0cco&nt ro&$" 8S0P ERP9 !"e In the ERP s1stemB anal1&e the relevant account groups an" their assigne" num,er ranges$ I"enti1 the account groups that 1ou are using >hen creating ,usiness partners in the ERP s1stem$ =or these account groups a mapping has to ,e "eine" in the ollo>ing activities$



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

*$

Select 1our relevant customer groups$

-$

Choose Details 526$

/$ An overvie> ta,le o the num,er ranges appears$

Select the iel" Num,er range an" choose =/ to get the interval or this num,er range$ In this ta,leB the E:ternal iel" in"icates >hether the num,er range is internal or e:ternal$ 0c r$

-##6

)$

0c r$ (e"cri$tion Ph2 PPL +ir "omestic customer

?o. Range

ntEt

K#

E:t

Note "o>n the account group inormation

Page ** o ..

(e)ining ?&*er Range" )or CRM %&"ine"" Partner" 89 8S0P CRM9 !"e =or each num,er range o the selecte" account groups o the ERP s1stem 1ou have to create a num,er range in the CRM s1stem$



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

*$

Choose C/ange inter,als$ =or each "ierent num,er range i"entiie" in the activit1 dentif-ing Rele,ant ERP +ccount 0roups create a ne> num,er range$

-$

Choose nsert inter,al S/ift8516 an" enter the num,er range accor"ing to the ERP num,er range$

/$

Choose the E:t lag or the num,er range$ ?&*er Range K#

)$

ntEt E:t


(e)ining CRM %&"ine"" Partner" ro&$ing" 8S0P CRM9 !"e =or each num,er range create" in the activit1 Defining u%ber Ranges for CRM (usiness Partners 1ou have to create a grouping$ The ,usiness partner gets a num,er rom the num,er range that is assigne" to the grouping$ This grouping is onl1 use" or "eining num,er ranges or ,usiness partners that are replicate" rom ERP to CRM$



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

*$

Choose e3 Entries 5&6$ Create a grouping or each num,er range interval create" in the activit1 +eining Num,er Ranges or CRM 8usiness Partners$

-$

Enter the ollo>ing values ro&$ing -##6

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

?&*er Range

ntEt

K#

E:t

Page *- o ..

/$ Choose Sa,e Ctrl8S6$ Ctrl8S6$

Ma$$ing ERP 0cco&nt ro&$" to CRM Cla""i)ication" 8S0P ERP9 !"e =or each o the ERP account groups 1ou have to "eine a mapping to a CRM ,usiness partner classiication an" grouping$ In the CRM s1stemB the ollo>ing ,usiness partner classiications e:ist •

Customer

•

Consumer Organi&ation

•

Consumer Person

•

Sales Prospect

•

Competitor

Proced&re  ollo>ing navigation option #$ Access the activit1 using the ollo>ing S0P ERP ,ran"action P(E code =or each account group 1ou have to speci1 the classiication 'or e:ample Consu%er ( an" the grouping 'that isB num,er ranges($ *$

In the "ialog structure choose R<#→CRM; +ssign CRM; +ssign +ccount 0rp. to (P Classification$ Classification$

5&6$ -$ Choose e3 Entries 5&6$ /$

Enter the ollo>ing values

Account !roup

-##6

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

Classiication

8

!rouping

IntDE:t

-##6

Int

)$ Choose Sa,e Ctrl8S6$ Ctrl8S6$

Ma$$ing %&"ine"" Partner Ma"ter (ata )ro CRM to ERP !"e This step is or the ,usiness partner e:change only )ro CRM to ERP$ ERP$ In the ollo>ing section 1ou perorm all necessar1 steps to get the ,usiness partners rom the CRM into the ERP s1stem$ In or"er to map the ,usiness partner master "ata rom CRM to ERP 1ou have to run the ollo>ing activities #$ +eining +eining num,er num,er range ranges s or CRM CRM ,usiness ,usiness partne partners$ rs$ *$ +eini +eining ng CRM ,usi ,usines ness s partner partner groupi groupings ngs$$ -$ Mapping Mapping CRM CRM classiica classiications tions to ERP ERP account account groups groups$$

Page */ o ..

(e)ining ?&*er Range" )or CRM %&"ine"" Partner" 8S0P CRM9 !"e =or the ,usiness partners create" in the CRM s1stem 1ou have to "eine num,er ranges$ ou can "eine one num,er range or all classiications or "eine or e:ample a separate num,er range or each classiication$



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

*$ Choose C/ange inter,als$ inter,als $

?o. Range

nterval 8)ro9

nterval 8)ro9

K#

66-##6666#

66-##65555

-$ Choose Sa,e Ctrl8S6$ Ctrl8S6$

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

Proced&re #$ Access the activit1 using the ollo>ing  ollo>ing navigation options


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

*$ Choose e3 Entries 5&6$ 5&6$

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

Enter the ollo>ing values ro&$ing

-##6

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

Ctrl8S6$ /$ Choose Sa,e Ctrl8S6$

Page *) o ..

Ma$$ing CRM Cla""i)ication" to ERP 0cco&nt ro&$" 8S0P ERP9 !"e =or each o the CRM ,usiness partner classiications 1ou have to "eine a mapping to an ERP account group$ 7se the ERP account groups 1ou have create" in the activit1 Creating ERP +ccount 0roups.

Proced&re #$ Access Access the activi activit1 t1 using using the ollo> ollo>ing ing navigatio navigation n option option S0P ERP ,ran"action code

P(E

*$ In the "ialog "ialog struct structure ure choose choose CRM →R<#; +ssign (P Classification to +ccount 0rp$ 0rp $ -$ Choose e3 entries 5&6. /$ Ente Enterr the mapp mappin ing g accor accor"i "ing ng a( Customer Assign the account group that t hat is relevant in the ERP s1stem or customers$ This is also assigne" >hen the ,usiness partner is a""itionall1 classiie" as a prospecti,e custo%er an" an" a co%petitor in in the CRM s1stem$ CRM Cla Cla"" ""i) i)ic ica ation ion ERP 0c 0cco&nt o&nt r ro& o&$ $ Customer '8( -##6 'Ph2 PPL +ir "omestic customer( )$ Choose Sa,e Ctrl8S6$ Ctrl8S6$

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



*$

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

Choose an account group that is relevant or the mapping$

526$ -$ Choose Details 526$ /$ )$ .$

+ou,le2clic% on the te:t 0eneral data in data in the screen area 5ield status$ status $ +ou,le2clic% on each o the "ierent entries in the Select 0roup areaB 0roup areaB or e:ampleB +ddress$ +ddress$ The correspon"ing iel"  iel" list is "ispla1e"$ Repeat these steps or all iel" status areas 'Compan1 co"e "ataB Sales "ata($ 0cco&nt ro&$ 8#11=9

Mandatory 7ield"

Page *. o ..

!eneral +ata

Name #Dlast name Postal co"eB cit1

Sales "ata

0$

Pricing Proce"ure Shipping Con"itionsDPO+ relevance

Save 1our changes$

Selecting C&"toer" )or Re$lication 8S0P CRM9 Proced&re #$

This step is optionalB an" has to ,e perorme" in case there are an1 ,usiness partner 'relevant or CRM( availa,le in ERP$ This activit1 >as not nee"e" in current caseB ,ut "ocumente" or uture reerence$

*$ Access the activit1 using one o the ollo>ing navigation options

,ran"action code S0P CRM ! en&

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

-$

To set the ilter or the ,usiness o,ject C7STOMERFMAINB clic% on the ilter s1m,ol$

/$

!o to the ta, 5ilter Settings$

)$

In the iel" Source Site a%eB choose the site source o 1our "ata 'normall1 OLTP($

.$

Ma%e sure that 1ou are in change mo"e$ Choose Displa- @! C/ange Ctrl8516$

0$

Choose the relevant "ata or 1our ilter settingsB or e:ample 1ou can speci1 the customer num,ers or replication$

4$

Enter the ollo>ing "ata

5$

,a*leStr& ct&re

7ield

OP

6ow

Bigh

ncl.Ecl.

GNA#

G7NNR

8T

Inclusive "eine" setDarra1

Choose Sa,e Ctrl8S6

#6$ Choose o to all on the irst "ialog ,o:$ ##$ Choose Continue Enter6 on the secon" "ialog ,o:$$

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

Page *0 o ..

*$ To replicate the customersB either as speciie" in the ilter or all customersB into the CRM s1stemB access the activit1 using one o the ollo>ing navigation options ,ran"action code S0P CRM ! en&

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

Data

→

-$ In the 'oad Ob?ect iel"B enter C7STOMERAM+ $ /$ In the Source Site Sender6 iel" enter O'TP an" in the Destination Site Recei,er6 iel" enter CRM $ )$ To run the replicationB choose E9ecute 5:6$ .$ Conirm the ne:t screen message ,1 choosing Continue Enter6$

Monitoring Re$lication Stat&" 8S0P CRM9 Proced&re #$

This step is optionalB an" has to ,e perorme" in case there are an1 ,usiness partner 'relevant or CRM( availa,le in ERP$ This activit1 >as not nee"e" in current caseB ,ut "ocumente" or uture reerence$



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

à Data

-$

In the Ob?ect a%e iel"B enter the "o>nloa"e" o,ject to get the "o>nloa" status o this o,ject$ ou can also ma%e no entr1 to get the status o all "o>nloa"e" o,jects$

/$

Choose E9ecute 5:6$

)$

The replication is complete i all o,jects have the status Done$

Chec2ing %&"ine"" Partner" 8S0P CRM9 PrereA&i"ite" In the ,usiness partner maintenance o the CRM s1stemB ma%e sure that the ,usiness partner has a correspon"ing entr1 in the Sales +rea o the salesB "istri,utionB an" invoicing "ata$



Master Data  Accounts

*$

Enter the Account I+ o 1our ,usiness partner in the Searc/ Criteria iel" +ccount D is$

-$

In Searc/ Criteria iel" RoleB choose the Role Soldto$

/$

In the area vie> Result 'ist "ou,le2clic% on the ,usiness partner a%e.

)$

Then scroll "o>n to the vie> area Sales +rea Data. This vie> area might ,e hi""en$ It can ,e a""e" ,1 choosing Personalize in this Account Kie>.

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

Page *4 o ..



à Data

*$ In the Ob?ect a%e iel"B enter C7STOMERARE' to get the "o>nloa" status o this o,ject$ ou can also ma%e no entr1 to get the status o all "o>nloa"e" o,jects$

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

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

à +(+P

Bor$benc/

à

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

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

Chec%ing Material

•

+eining Item Categor1 !roups

•

Selecting Materials or Replication

•

Replicating Materials

•

Monitoring Replication Status

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

Proced&re Access the activit1 using one o the ollo>ing navigation options

Page *5 o ..

,ran"action code S0P ERP ! en&

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

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

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


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

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

Co$ying te Category ro&$" 8S0P CRM9 Proced&re To create the item categor1 groups in the CRM s1stemB carr1 out these steps #$ Access the activit1 using the ollo>ing navigation options ,ran"action code S0P CRM M en& *$

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

On the te% Categor- 0roup screen choose e3 Entries 5&6$

-$ Paste the relevant item categor1 groups o the ERP ,ac% en"$ /$ Choose Sa,e Ctrl8S6.

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



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

Page -6 o ..

,a*leStr&ct&re MARA

7ield MATNR

OP E?

6ow num,er3

Bigh

ncl.Ecl. Inclusive "eine" setDarra1

0$ Choose Sa,e Ctrl8S6$ 4$ Choose o to all on the irst "ialog ,o:$ 5$ Choose Continue Enter6 on the secon" "ialog ,o:$ #6$ Choose 5ilter S-nc. ##$ Choose Continue Enter6 on the "ialog ,o:$ I 1ou speci1 ilter criteria an" enter values into numeric iel"s to narro> the range o o,jects to ,e "o>nloa"e"B ma%e sure 1ou a"" lea"ing &eros to the value until the ull length o the ERP "ata,ase ta,le iel" is reache"$ Material num,er MARA$MATNR re@uires #4 "igits '6666666666#66666/6($ The material num,er must have the same ormat as in the ERP s1stemB chec% "ata,ase entries >ith transaction co"e SE#0$

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


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

à Data

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


,ran"action code S0P CRM ! en& *$


à Data


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

Page -# o ..

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

Chec2ing Material" 8S0P CRM9 PrereA&i"ite" In the pro"uct maintenance o the CRM s1stemB ma%e sure that the pro"uct has entries or Sales an" +istri,ution$



Master Data  Products

*$

Enter the Product D o one o 1our replicate" pro"ucts rom ERP to CRM$

-$

Choose a pro"uct in the Result 'ist vie> area an" chec% the iel"s in the vie> areas Product Details Categories or completeness$

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

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



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

à

*$

Choose Maintain pricing procedures$

-$

Choose e3 Entries 5&6 and create the ne> pricing proce"ure ZOCLPR CRM Pricing Procedure PP'.

/$

Choose Enter.

)$

Select the ne>l1 create" pricing proce"ure an" choose Control data in the let2han" +ialog Structure$

.$

Choose e3 entries 5&6 an" create pricing proce"ure as ,elo>

Lev el

Co un

Usa ge

Con. Type

Fr o m

To

Manu al

Subto ta l

Calculat io n Formul

Base Form ul a

Con.

Page -* o ..

a 30

0

PR

ZPPL

X

2

45

0

PR

ZCAR

30

X

2

100

0

PR

ZAGV

30

102

0

PR

ZPSD

X

2

104

0

PR

ZPRC

X

2

106

0

PR

ZPEC

X

2

108

0

PR

ZOPV

X

2

110

0

PR

ZPCH

X

2

112

0

PR

ZPMC

X

2

900

0

PR

YEST

30

X

10

920

0

PR

YES1

900

X

950

0

PR

YES2

900

X

140

0

PR

ZBRO

100

45

0$


4$

Save 1our entries an" select a customi&ing re@uest i re@uire"$

2

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

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

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

Selecting Condition C&"toizing )or Re$lication 8S0P CRM9 !"e An important prere@uisite to the successul initial "o>nloa" o con"ition customi&ing is that all the necessar1 ilter settings are in place$ ithout using a ilter all customi&ing o,jectsB i$e$ pricing proce"ures etc$ are replicate"$ This activit1 >as perorme" using "o>nloa" o,ject +NLFC7STFCN+ALL$ =or uture maintenance create o>n "o>nloa" o,ject as "escri,e" in steps ,elo>B >hich is given as e:ample$ In case 1ou >oul" li%e to run another con"ition customi&ing "o>nloa" in an a""itional CRM client it is recommen"e" to use 'copies o( the "o>nloa" o,jects +NLFC7STFPRC an" +NLFC7STFCN+FPR >ith ilters instea" o +NLFC7STFCN+ALL ,ecause +NLFC7STFCN+FALL comprises client in"epen"ent an" client "epen"ent customi&ing >hereas the other t>o o,jects are restricte" to client speciic customi&ing$

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,ran"action code S0P CRM en&

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

*$

Choose Create in the change mo"e$

-$

I 1ou >ant to create a ne> con"ition customi&ing "o>nloa" o,ject 'e$g$B +NLFC7STFCN+ALL( choose Create Ob?ect. Ma%e sure that 1ou enter e:actl1 the same inormation or the ne> o,ject as 1ou have or +NLFC7STFCN+ALL$

/$

Save 1our entries$

)$

The ollo>ing ta,le can ,e use" as an orientation or "eining ta,le ilter settings >ithin the ne>l1 create" "o>nloa" o,ject$ Accor"ing to 1our speciic "ata some settings ma1 have to ,e a"apte"$ ,a*le MNTCNT T.4#

T.4#T

T.4#E

T.4*B T.4*IB T.4*TB T.4*H

T.4*K

T.4-B T.4-SB T.4-7B T.4-T

T.4/B T.4/!B T.4/TB T.4/S

T.4 )B T.4)AB T.4)TB T.4)H

7ilter "etting" Not nee"e"$ 7sing iel" O,0% enter onl1 those con"ition ta,les accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ 7sing iel" O,0%?R enter onl1 those con"ition ta,les accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ Also restrict the 'anguage $e- to E using iel" SPR0S an" the 7sage of t/e condition table to 0 using iel" :E@E$ 7sing iel"s O,0%?R enter onl1 those con"ition ta,les accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ Also restrict the 7sage of t/e condition table to 0 using iel" :E@E$ 7sing iel" OD7 enter onl1 those access se@uences use" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ It is recommen"e" that 1ou set ilters on iel"s GKEE an" GAPPLB restricting "o>nloa" onl1 to 7sage A Pricing an" Applications K SalesD+istri,ution$ Set a ilter on the iel" GALSMB speci1ing onl1 those pricing proce"ures 1ou >ant to use in the CRM s1stem$ It is recommen"e" that 1ou also set ilters on iel"s GKEE an" GAPPLB restricting "o>nloa" onl1 to 7sage A Pricing an" Applications K SalesD+istri,ution Speci1 ilter settings onl1 i 1ou use con"ition e:clusion groups in 1our pricing proce"ures that 1ou are "o>nloa"ing to the CRM s1stem$ Other>iseB "eactivate these ta,les$ 7sing iel" SCB6 enter onl1 those con"ition

Page -/ o ..

t1pes >hich 1ou use in the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ It is recommen"e" that 1ou also set ilters on iel"s GKEE an" GAPPLB restricting "o>nloa" onl1 to 7sage A Pricing an" Applications K SalesD+istri,ution ou can leave these ta,les >ithout ilter settings$ 7sing iel" S,R! onl1 enter those con"ition ta,lesB >hich are accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ ou can leave these ta,les >ithout ilter settings$

T.4.EB T.4.= TMC#

TMC#+ .$

0$

=or the SAP 8est Practices scenarios onl1 t>o pricing proce"ures have to ,e replicate" rom the ERP s1stem to the CRM s1stem a simpliie" pricing proce"ure or CRM Opportunit1 Management '6666#( an" a pricing proce"ure or Service Or"er Management nloa" at least on the level o pricing proce"ures 1ou can a"" the ollo>ing ilters to the T.4- ta,les in the ne> "o>nloa" o,ject +NLFC7STFCN+ALL an" %eep all other ilters unchange" ,a*le

7ield

O$erator

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

GALSM GALSM GALSM GALSM GALSM GALSM GALSM GALSM

E? E? E? E? E? E? E? E?

E@ualit1 E@ualit1 E@ualit1 E@ualit1 E@ualit1 E@ualit1 E@ualit1 E@ualit1

:al&e ' Lo>( ' Lo>( ' Lo>( ' Lo>( ' Lo>( ' Lo>( ' Lo>( ' Lo>(

6666#

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

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

à Data

*$

Select the ne> "o>nloa" o,ject D'AC7STACD+'' if created ne36  or the o,jects D'AC7STAPRC an" D'AC7STACDAPR ( or D'AC7STACD+'' or the con"ition customi&ing "ata$

-$

In the Source Site Sender6 iel" enter O'TP an" in the Destination Site Recei,er6 iel" enter CRM $

/$

To run the replicationB choose E9ecute 5:6$

)$

In the Source Site Sender6 iel" enter O'TP an" in the Destination Site Recei,er6 iel" enter CRM $

.$

To run the replicationB choose E9ecute 5:6$

Page -) o ..




à Data


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

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

,ran"action code *$

C?(M0P6O(SP60F

Enter CON+FEC;AN!E in the Ob?ect iel" an" CON+ITIONS in the Subob?ect iel"$

Chec% the log ile or errors$ ou can also compare the content o the ERP con"ition ta,les >ith the correspon"ing CRM con"ition ta,les$ The CRM con"ition ta,les have the prei: CNCCRMPRSAPH >here H is the num,er o the ERP con"ition ta,leB e$g$ the ERP ta,le A-6/ is mappe" to the CRM ta,le CNCCRMPRSAP-6/$ -$

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



SPRO Custo%er Relations/ip Manage%ent à Master Data à Conditions and Condition Tec/ni>ue à Condition Tec/ni>ue; (asics à Create Maintenance 0roup

*$

Select the group PRO+7CTCRM 'Pro"uct sales prices($

-$

+ou,le2clic% on ol"er Condition Maintenance 0roup; Detail $

/$

No> 1ou can see the permitte" con"itions an" ta,les "ispla1e" in the pro"uct con"itions$

)$

Note the highest use" counter$

.$

Choose e3 Entries$

0$

Ma%e the ollo>ing - entries or the con"ition ta,les SAP66/B SAP-)6 an" SAP-6/

Page -. o ..

Co&nter

Ne:t unuse" Counter

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

CRM PR 7se the con"ition ta,le 1ou are using or 1our con"itionB SAP66/B SAP-)6 an" SAP-6/$ In this case HPPLB HCARB HA!KB ESTB ES*B H8ROB HPS+B HPRCB HPECB HOPKB HPC;B HPMC
Cond. ,y$e (e"cri$tion 4$

Choose Enter an" "isregar" the >arning$

5$

Save 'Ctrl  S( 1our settings$

#6$ Chec% the log or errors$

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

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



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

*$

Choose e3 DM+ nstance$

-$

Choose Continue.

/$

Enter a +IMa Instance "escriptionB e$g$ HFC7STOMER an" a +IMa O,jectB e$g$ C7STOMER an" choose Continue$

)$

Chec% >hether the R=C connection points to 1our connecte" ERP s1stem$ Select =ilter Mo"e +ll 5ilters$

.$

Choose Continue$

0$

Set a ilter >hich correspon"s to the ilter 1ou have use" or the "o>nloa" o the o,jectB e$g$ customer num,er range ,1 choosing +ppend Ro3 $ +eine the ilter ,1 using a com,ination o ta,leB iel" an" rangeB e$g$ GNA#B G7NNRB 8TB 6666#66666 – 6666#55555$

4$

Choose Continue.

5$

Choose Co%plete.

#6$ Choose DMa ! Start Co%pare to run a comparison on hea"er level$ ##$ Choose DMa ! Start Detail Co%pare to run a comparison on iel" level$ #*$ Choose Refres/ to up"ate the status 'traic light( o the +IMa instance$

Page -0 o ..

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

E:istence o o,jects in CRM an" ERP

•

+ierences ,et>een o,jects

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

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

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




*$

On the Ob?ect O,er,ie3 screen select the o,ject or >hich the ,loc% si&e shoul" ,e change" an" choose 5ilters$

-$

Choose Displa- à C/ange Ctrl 8 526.

/$

Change the entr1 in the iel" (loc$ Size$

)$

Save 'Ctrl  S( 1our entries$

(e)ining 7ilter" )or O*+ect" !"e 7n"er 5ilter Settings 1ou can set ilters or a ,usiness o,ject$ =or Customi&ing an" con"ition o,jects the ilters can ,e "eine" onl1 using ta,lesDstructures an" the ta,le2relate" ilter s1m,ol$ I 1ou use more than one ilter entr1 per o,jectB ilters to the same ta,le iel" are lin%e" >ith an OR$ =ilters to "ierent ta,le iel"s are lin%e" ,1 AN+$ The ilter con"ition KGOR!  666#B KTE!  6# results in o,jects that ulill ,oth con"itions at the same time$




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

Page -4 o ..

-$

Choose 5ilter Settings.

/$

Enter the "ata or the ollo>ing iel"s 7ield Source site

Ta,le =iel" OP 'Operator( LO

;I!; Incl$DE:cl$

Inactive )$

Proced&re 7se the input help to select the site 1ou >ant to set the ilter criteria or$ =or e:ampleB or an initial "ata transer rom SAP ERPB this is the ERP S1stem rom >hich the "ata is to ,e transerre"$ Note The selection is "epen"ent on the allo>e" lo> conte:ts 'SMO=INICON($ 7se the input help to select a ta,leB or e:ampleB GNA# or customer master$ 7se the input help to select a iel"$ Select an operator$ Speci1 the lo>er limit or the ilter con"ition$ I the iel" 1ou selecte" is a "ate iel"B enter the "ate >ith the ormat MM++$ Lea"ing &eros shoul" ,e use" as values or e:ampleB or customer an" material num,ers$ Speci1 the upper limit$ Speci1 >hether the state" valueDinterval range shoul" ,e inclu"e" or not$ Inclusive the resulting set lies >ithin the range$ E:clusive The resulting set lies outsi"e the range$ Set 1our ilter con"itions to active$

Save 'Ctrl  S( 1our entries$ The 0enerate 5ilter push,utton locate" ,elo> the menu is onl1 use" or regenerating ilter mo"ules or selecte" o,jectsB an" shoul" onl1 ,e use" in e:ceptional cases$ •

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

•

Some o,jects are "elivere" >ith pre"eine" ilters$ SAP recommen"s that 1ou "o not change or "elete$ I necessar1B 1ou shoul" "eine ne> ilters$ The purpose o ilters is to re"uce the si&e o the "ataset transerre"$ ou can in" the pre"eine" ilters in the change unctions o the A"apter =rame>or% an" in ta,le SMO==ILTA8$

•

=ilter con"itions are onl1 store" locall1 an" are not containe" in the transport o a"apter o,jects$ In this >a1 ilters are not transporte" rom the "evelopment s1stem to the pro"uction s1stem$ This is ,ecause ilter con"itions are site2speciic an" are "eine" "ierentl1 in the "evelopment s1stem to the pro"uction s1stem$ Ne> ilter settings have to ,e "eine" in each s1stem$

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

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

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

Page -5 o ..

Monitoring Download Status

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



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

*$

Enter either an o,ject name or an o,ject name area or use the =/ input help$ Leave the selection empt1 i 1ou >ant to "ispla1 all o,jects$

-$

7n"er +dditional Selection Criteria 1ou can select ,1 the current status +bort B Baiting B Running or Done.

/$

Choose E9ecute$

)$

On the Monitor Do3nload Ob?ects screen 1ou get the ollo>ing inormation that gives 1ou hints a,out the correctness o the "o>nloa" or each o,ject$ 7ield Chec%,o: Status

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

Attempt Source Site +estination

:al&e Set the in"icator to select a transer o,ject or urther processing$ The ollo>ing values are possi,le •

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

•

ello> 'Running (

•

!reen 'Done(

I this in"icator is setB there is a superor"inate o,ject in the transer$ +ate o the last transer ,loc%$ Start time o the last transer ,loc%$ The ,loc% num,er in"icates ho> man1 ,loc%s have alrea"1 ,een "o>nloa"e"$ IB or e:ampleB the ,loc% si&e has ,een set to #66B then ,loc% num,er #) means that #B)66 o,jects have alrea"1 ,een poste" on the CRM Server "ata,ase$ This iel" sho>s the num,er o attempte" transers$ Speciication o the R=C OLTP "estination$ Speciication o the CRM s1stem or C+8

.$

I an o,ject >ill not start 're" light an" status  Baiting (B chec% i the o,ject is "epen"ent 'iel" Subob?ect ($ Onl1 i the parent o,ject has ,een loa"e" successull1B can "epen"ent o,jects ,e starte"B e$g$ Material can onl1 ,e "o>nloa"e" once Custo%er has ,een "o>nloa"e"B since there are materials "epen"ent on customers$

0$

I an o,ject has not change" in the Monitor or a long timeB 'e$g$ no increase in ,loc% num,ers or the last ive minutes(B ascertain the reason irst an" then tr1 to "o>nloa" the o,ject again$ In this case 1ou shoul" run the ollo>ing activities to "etect the error$

Page /6 o ..

Monitoring O&t*o&nd G&e&e Proced&re #$

This is use" in cases >hen the @ueues are stuc% in replication$ ith this 1ou can i"enti1 the @ueues an" "o the "e,ugging or those$



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

-$

To "ispla1 a list o the @ueuesB enter the clientB @ueue name 'or e:ample ( an" the @ueue "estination 'or e:ample ($

/$

Choose E9ecute$

)$

To "ispla1 the statusB select the @ueue an" choose Displa- selection '=0($

.$

Call a speciic out,oun" @ueueB select it an" choose Displa- Selection 5)6$

0$

To "ispla1 "etails on a @ueueB "ou,le2clic% the iel" ueue na%e$

4$

I the @ueue >as stoppe" ,ecause o capacit1 overloa"B use =. to restart the @ueue$

5$

I a secon" start o the @ueue is not successulB call the short "ump anal1sis in the CRM s1stem$

Monitoring n*o&nd G&e&e Proced&re #$

This is use" in cases >hen the @ueues are stuc% in replication$ ith this 1ou can i"enti1 the @ueues an" "o the "e,ugging or those$

*$

To vie> the in,oun" @ueues in the CRM s1stem an" their statusB choose one o the ollo>ing navigation options ,ran"action code S0P CRM ! en&

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

-$

Enter the client an" the @ueue name 'or e:ample ($

/$

Choose E9ecute$

)$

To "ispla1 the statusB select the @ueue an" choose Displa- selection '=0($

.$

hen 1ou "ou,le2clic% the iel" StatusB a""itional "etaile" inormation is generate"$

0$

To "ispla1 "etails on a @ueueB "ou,le2clic% the ueue na%e iel"$

4$

On the @ueue "etails screenB a re" entr1 in the iel" Status in"icates an error$

5$

I the @ueue has status STOP this is a Customi&ing pro,lem in the CRM application$

#6$ hen 1ou "ou,le2clic% on the status iel" entr1 "etaile" inormation is "ispla1e"$

Page /# o ..

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



SM@=1 +rc/itecture and Tec/nolog- à Middle3are à Monitoring à Message 5lo3 à Displa- (Doc Messages

*$

Speci1 "ate an" time o the relevant perio" o time$

-$

Choose E9ecute$

/$

8+OC messages >ith status ,eginning >ith E 're" traic light( nee" manual correction an" retr1$

)$

Select the message an" choose Errors$

.$

;ere 1ou in" notes regar"ing CRM setting pro,lems$

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

Proced&re #$ Access the activit1 using the ollo>ing navigation option

,ran"action code

SM53

*$

On the initial screen Transactional R5C B speci1 "ates or the "ispla1 perio"$

-$

=ill in the remaining iel"s$ Alternativel1B enter $

/$

Choose E9ecute$

)$

To "ispla1 urther "etailsB "rill "o>n in the log$

0nalyzing 0%0P (&$" Proced&re #$ Access the activit1 using one o the ollo>ing navigation options


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

*$

Speci1 the perio" 'to"a1B 1ester"a1($

-$

Choose Displa- list '=4($

/$

To "ispla1 the A8AP short "ump "escriptionB select one o the short "umps an" choose Du%p anal-sis '=*($

Page /* o ..

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

Proced&re In or"er to restart the replication 1ou have to run the ollo>ing steps #$ Canceling "o>nloa" o o,jects in transaction R-AM# . *$

+eleting out,oun" @ueue in transaction SM?#$

-$

+eleting in,oun" @ueue in transaction SM?*$

/$

Restart "o>nloa" using transaction R-AS$

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


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

*$

Enter either an o,ject name or an o,ject name area or use the =/ input help$ Leave the selection empt1 i 1ou >ant to "ispla1 all o,jects$

-$

7n"er +dditional Selection Criteria 1ou can select the status Baiting an" Running.

/$

Choose E9ecute$

)$

On the Monitor Do3nload Ob?ects screen select the o,jects 1ou >ant to cancel or "o>nloa"$

.$

Choose the Cancel s1m,ol$

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


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

*$

To "ispla1 a list o the @ueuesB enter the clientB @ueue name 'or e:ample ( an" the @ueue "estination 'or e:ample ($

-$

Choose E9ecute$

/$

To "elete an out,oun" @ueueB select the @ueue an" choose Delete selected ob?ects.

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

Page /- o ..


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

*$

To "ispla1 a list o the @ueuesB enter a @ueue name 'or e:ample ($

-$

Choose E9ecute$

/$

To "elete an in,oun" @ueueB select the @ueue an" choose Delete selected ob?ects.

Chec2ing (elta Re$lication Event" !"e =or all master "ata o,jects an automatic "elta replication >ill ,e activate" "uring the initial "o>nloa"B i$e$ each mo"iication o a master "ata o,ject is automaticall1 transerre" rom the ERP into the CRM s1stem$ Customi&ing "ata is not automaticall1 replicate"$ ou have to run the "elta replication manuall1 or run a ,ac%groun" jo, perio"icall1$ The initial loa" o an o,ject normall1 perorms the activation o "elta events automaticall1$ ou have to activate the "elta events manuall1 onl1 i 1ou nee" the "elta events ,ut have not perorme" the initial loa" o an o,jectB or e:ample or sales "ocuments$ I all relevant o,jects that >ill ,e use" in the scenarios have ,een "o>nloa"e" successull1B 1ou can s%ip this activit1$


,ran"action code S0P ERP ! en&

SE1/ Tools à +(+P Bor$benc/ (ro3ser

à O,er,ie3 à Data

*$

In the ta,le name iel" enter T8E-#$

-$

Choose Table Contents Enter6.

/$

Choose E9ecute 5:6.

)$

Chec% the column 57CT or the relevant entries$ =or sales "ocuments the relevant entr1 is 0PP6 7!?C, 8C2MI+ CRSFSALESFCOLLECTF+ATA I this entr1 is in the ta,leB the "elta replication or sales "ocuments is s>itche" on$ In case 1ou nee" to activate the "elta events manuall1B run the ollo>ing activit1 in the CRM s1stem ,ran"action code R#0C4 S0P CRM ! en& +rc/itecture F Tec/nolog-  Middle3are à Data E9c/ange à Delta 'oad à Set 7p Delta 'oad

#$

Choose Displa-

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

*$

Choose e3 Entries.

-$

Enter the relevant o,ject class in iel" Ob?ect Class an" the R=C "estination to the ERP s1stem in the iel" Destination$

/$

Save 1our entries$

Page // o ..

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

(e)ining O*+ective" !"e In this activit1B 1ou can "eine o,jectives or campaigns an" campaign elements$ The o,jective is an optional criterion 'together >ith the campaign t1pe an" priorit1B or e:ample( ,1 >hich evaluations o the success o a campaign can as >ell ,e run in the 8usiness Inormation arehouse$


SPRO


Custo%er Relations/ip Manage%ent → Mar$eting → Mar$eting Planning and Ca%paign Manage%ent → (asic Data → Define Ob?ecti,es

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

(e"cri$tion 8E?9

H66*

Customer Ac@uisition

H66-

8ran" A>areness

H66/ H66)

Increase consumer a>areness Customer Retention

H66.

Pro"uct Inormation

H660

Lea" !eneration

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

(e)ining ,actic" !"e In this activit1B 1ou "eine the tactics or campaigns an" campaign elements $


Page /) o ..

,ran"action code

SPRO


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

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

,actic

Multiple strategies Pro"uct Presentation

H66* H66H66/

Tra"e Sho>

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

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

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

SPRO


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

!"er action and val&e"

T1pe

H66* Pro"uct Promotion

'+escription( Categor1

Campaign

-$ Save 1our entries$ /$ Select the ne>l1 create" campaign t1pe H66* an" assign the ollo>ing com,ination o o,jectives an" tactics to this t1pe on the vie>s T-pes < Ob?ecti,es an" T-pes < Ob?ecti,es < Tactics  Ca$aign ,y$e

O*+ective

(e"cri$tion

,acti c

(e"cri$tion

H66*

H66*

Customer Ac@uisition

H66-

Pro"uct Presentation

Page /. o ..

H66*

H66*

H66*

H66-

H66*

H66-

H66*

H66/

H66*

H66/

H66*

H66)

H66*

H66)

H66*

H66.

H66*

H66.

H66* H66*

Customer Ac@uisition 8ran" A>areness

H66/ H66-

8ran" A>areness Increase consumer a>areness Increase consumer a>areness Customer Retention Customer Retention Pro"uct Inormation Pro"uct Inormation

H66/

H660

Lea" !eneration

H66-

H660

Lea" !eneration

H66/

H66-

Tra"e Sho> Pro"uct Presentation Tra"e Sho> Pro"uct Presentation

H66/

Tra"e Sho>

H66-


H66/

Tra"e Sho>

H66-


H66/

Tra"e Sho> Pro"uct Presentation Tra"e Sho>

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

Maintaining Sender 0ddre""e" )or E-Mail !"e In this activit1B 1ou enter the e2mail a""ress that is to appear as the senderGs a""ress or the recipients o a mar%eting e2mail$ ou nee" to ma%e this setting i 1ou are planning an e2mail mar%eting campaign$ In the Mar%eting PlannerB 1ou enter this a""ress on ta, page C/annels or the mar%eting element to >hich the target group is assigne"$ In a""ition to a sen"er a""ressB 1ou can also enter an a""ress that is to appear as the repl- a""ress in the e2mail$ This ena,les 1ou to speci1 t>o separate a""resses >here nee"e"$


SPRO


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

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

Mail 0ddre""

HFP;FMGTF#

inopha"nisgroup$com

/$ Choose Sa,e Ctrl8S6$

Page /0 o ..

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

(e)ining ,y$e" )or Mar2eting Plan !"e ith SAP CRM 0$6B a mar%eting t1pe is re@uire" or the creation o a mar%eting plan$ ou can also create an" assign o,jectives speciicall1 or a pre"eine" mar%eting t1pe an"Dor create pairs o o,jectives an" tactics or this mar%eting plan t1pe$ These settings nee" to ,e "eine" un"er Define Ob?ecti,es an" Define Tactics respectivel1$


SPRO


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


T1pe

H66-

+escription

Mar%eting Promotion

Categor1

Mar%eting Plan

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

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

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

Page /4 o ..

0""igning ra$hic Pro)ile )or Mar2eting Calendar !"e In this activit1 1ou enter all o the graphic proiles that 1ou >ish to ma%e availa,le in the user settings or the mar%eting calen"ar$ ou must ma%e an entr1 here ,eore 1ou use the calen"ar$ The proile "eines ho> the calen"ar is "ispla1e"B or e:ampleB the colorsB shapes an" so on$ ou can also "eci"e on the color or each campaign t1pe 't1pe vie>( an" or each status 'status vie>( or ever1 graphic proile$ +eault There are our stan"ar" graphic proiles •

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

•

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

•

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

•

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


SPRO


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

*$ ;ighlight the ollo>ing graphic proile ra$hic" (

%ar Pro)ile

#

All Colors 2 Proile #

-$ In or"er to maintain speciic colors or "ierent campaign t1pes select vie> Ca%paign T-pes an" assign the colors accor"ingl1 ,1 choosing e3 Entries$ ra$hic"( # #

8Ca$aign9 ,y$e 666# H66*

86ayer9 ,y$e 6#*

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

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

Page /5 o ..

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


SPRO


Custo%er Relations/ip Manage%ent → Mar$eting E9ternal 'ist Manage%ent → Define 'ist T-pe

→

*$ Choose e3 Entries an" maintain the ollo>ing values

-$

7ield nae


T1pe +escription Rente"

# Customer Contacts

Save 1our entries$

(e)ining 6i"t Origin !"e In this activit1 1ou "eine the possi,le origins o 1our lists$ The values that 1ou "eine here are availa,le in the input help or the iel" Origin$ =or each origin "eine" 1ou can set the consumer in"icator to "etermine general ,usiness partners >hich are create" >hen 1ou generate ,usiness partners$


SPRO


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

→

*$ Choose e3 Entries an" maintain the ollo>ing values

-$

7ield nae


Origin +escription I+T1pe Consumer Prio

6666# Tra"e Sho>

Save 1our entries$

Page )6 o ..

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

eneral Setting" )or 6ead" (e)ining 6ead Origin" !"e In this activit1B 1ou "eine the "ierent origins that ma1 ,e assigne" to lea"s$


SPRO


Custo%er Relations/ip Manage%ent → Transactions Settings for 'eads → Define 'ead Origins

→

*$ The ollo>ing ne> lea" origins nee" to ,e "eine"

Origin H6# H6* H6H6/ H6) H6. H60 H64 H65 H#6

(e"cri$tion Site al%2in 8ro%er e, E:isting Client In,oun" Call In@uir1 A"vertisement =rien"s  Relatives E:hi,ition Reeral E Mail

Re"< Some ne> lea" origins have ,een "eine" in a""ition$

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

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

Page )# o ..

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

CRMCORPRO7 Custo%er Relations/ip Manage%ent → Master Data → Organizational Manage%ent → Organizational Data Deter%ination → C/ange Rules and Profiles → Maintain Organizational Data Profile

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

Entry

Proile

H6666666666) Org$ +ata Proile or Or"er ';ea"er(

Scenario

Sales

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

#6666#5/ '7ser org unit(

Responsi,ilities +etermin$ Rule

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

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

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

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

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

→

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


Transaction T1pe

HLE+

Page )* o ..

7ield nae


0eneral +escription

Pha"nis Lea"s

Profiles Partner +eterm$Proc$

H66666#.

Org$ +ata Pro$

H6666666666)

/$ Save 1our entries$

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

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


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

→

*$ Set the ollo>ing transaction t1pes to inactive ,ran". ,y$e L+CP L+PO LEA+

(e"cri$tion Partner Lea" Channel Lea" Lea"

nactive Inactive Inactive Inactive


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

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


CRMC?RR06E0(S Custo%er Relations/ip Manage%ent → Transactions (asic Settings → Define u%ber Ranges

→

*$ In the C/oose +cti,it- "ialog ,o: choose u%ber Range for 'eads an" choose Continue$ -$ To create ne> num,er ranges or lea"s on the u%ber range lead CRM screenB choose C/ange inter,als$

Page )- o ..

/$ Choose nsert inter,al S/ift8516$ )$ In the nsert nter,al "ialog ,o: enterB e$g$B the ollo>ing "ata an" choose nsert  7ield nae

:al&e

No

6*

=rom num,er

666)66666#

To num,er

666)555555

Current num,er

6

E:t

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

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

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


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

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

:al&e

Transaction u%bering Int$No$Range No

6*

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

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

(e)ining te Category (eterination !"e In this processB 1ou can "eineB per ,usiness transaction categor1 an" item categor1 groupB >hich item categories the s1stem "eaults or processing ,usiness transactions$ At the same timeB 1ou can "eine >hich item categories can alternativel1 ,e entere" manuall1 or s1stem "eault$ There are a ma:imum o three alternative item categories possi,le$

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

*$ Enter the ollo>ing values an" press Enter $ 7ield nae

:al&e

Transaction T1p

HLE+

Item Cat$ !roup

HORM

Item Categor1

HEA+


Re"< ou have a""e" 1our o>n transaction t1pe to the Item Categor1 +etermination$

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

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

#$

Custo%er Relations/ip Manage%ent → Transactions → Settings for 'eads → uestionnaire for leads→Define uestionnaire for leads

Enter the ollo>ing "ata 7ield ?ae

:al&e"

Survey Detail

*$

I+

P; LEA+ ?7ESTIONNAIRE

Application

Lea"s

Choose Sa,e$

(e)ining yo&r individ&al A&e"tionnaireH #$ Clic% Ne>$ a$ Enter an I+ an" choose Application to create a ne> @uestionnaire$ ,$ Enter a "escription or the ne> @uestionnaire$ c$ I 1ou have alrea"1 assigne" a surve1 to the componentB 1ou can choose C/ange to maintain it$

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"$ I 1ou are cop1ing an e:isting surve1 rom another applicationB select the surve1B choose Cop- B assign 1our ne>l1 create" surve1 to application 'eads an" rename the surve1$ *$ ou can choose E"it to Maintain Sur,e- +ttributes$ The s1stem opens the maintenance area in >hich 1ou can maintain the @uestionsB >hich are as ollo>s (ate o) %irth (ate o) 0nniver"ary Occ&$ation %&dget ntere"ted in So&rce S&gge"tion" i) any

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


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

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

Mini& $ercentage

Col"

60

arm ;ot

5* 5)

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

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

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

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

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

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7ield nae


+eterm$

H66666666#

Trans$T1pe

HLE+

?uestionnaire I+

P; LEA+ ?7ESTIONNAIRE

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

Re"< A ne> "etermination or @uestionnaires has ,een "eine"$

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


SPRO Custo%er Relations/ip Manage%ent → Transactions → (asic Settings → Cop-ing Control for (usiness Transactions → Define Cop-ing Control for Transaction T-pes

*$ Select the e:isting cop1ing control entr1 rom LEA+ 'source transaction t1pe( to OPPT 'target transaction t1pe( an" choose Cop- +s…$ -$ On the C/ange Hie3 Cop- Transaction T-pes screen ma%e the ollo>ing entries 7ield nae


Source trans$

HLE+

Tgt Trans$ T1pe

HOPT

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

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

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

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

Proced&re Access the activit1 using one o the ollo>ing navigation options ,ran"action code S0P CRM M en&

CRMCORPRO7 Custo%er Relations/ip Manage%ent → Master Data → Organizational Manage%ent → Organizational Data Deter%ination → C/ange Rules and Profiles → Maintain Organizational Data Profile

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

7ield

Entry

Proile 'irst iel"(

H6666666666)

Scenario

SALE Sales

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

#6666#5/ '7ser org unit(

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

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

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

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

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

(e)ining Partner 7&nction" !"e In this activit1B 1ou "eine partner unctions ,1 entering short "escriptions 'such as p/ar%acist or stoc$ options anal-st (B assigning them to partner unction categories an" entering usagesB such as Customer Relationship Management$ The "escriptions 1ou enter here are "ispla1e" in the transactions that inclu"e these partner unctions$


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

*$ Select partner unction ======1& Contact Person an" set the (loc$ in"icator$ -$ Create =ollo>ing partner a""itionall1 cop1ing Partner 7&nction

(e"cri$tion

H66666#/

Sales Emplo1ee

H66666#)

8ac% Oice Sales Person

H66666#.

Po>er o Attorne1

H66666#0

Alternate Contact Person

H66666#4

Create" 81

H66666#5

=ront Oice Sales Person

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(e)ining Partner (eterination Proced&re !"e The purpose o this activit1 is to "eine a partner "etermination 666666* proce"ure >ith calen"ar entr1 an" partner "etermination proce"ure 666666/ >ith no calen"ar entr1$


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

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

Partner 7&nction

H66666#.

666666#) 666666*# 666666*/ H66666#/ H66666#5

H66666#4

6666666# 666666#/ 666666#) 666666*# H66666#5

H66666**

6666666# 666666#* 666666#/ 666666#) 666666*# H66666#/ H66666#4 H66666#5

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

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(e)ining ,ran"action ,y$e" !"e A transaction t1pe controls the processing o a speciic ,usiness transaction$ It "eines the properties an" characteristics 'or e:ampleB sales or"erB service re@uestB sales call( an" "eines urther on the control attri,utes 'or e:ampleB te:t "etermination proce"ureB partner "etermination proce"ureB status proileB organi&ational "ata proile($ A transaction t1pe is assigne" to one or several ,usiness transaction categories$ This categor1 "etermines the ,usiness conte:t in >hich the transaction t1pe can ,e use" 'or e:ampleB serviceB salesB activit1($ One ,usiness transaction categor1 must ,e "eine" as the lea"ing categor1$ This one is not relate" hierarchicall1 to other transaction categoriesB ,ut represents a preerence$ A sales transaction >ith ,usiness activit1 "ata >oul"B or e:ampleB ,e more li%el1 to have sales as lea"ing ,usiness transaction categor1 than business acti,it- $ +epen"ing on the lea"ing ,usiness transaction categor1B onl1 speciic com,inations are possi,le >ith urther ,usiness transaction categories$ The purpose o this activit1 is to re"uce an" a"apt the re@uire" transaction t1pes$


SPRO


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

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

(e"cri$tion

H66)

Ph Outgoing Mail

HALP

Allotment Process

HCMN

Complaint  Maintenance

HEP

E:tra>or% Process

H=PO

=inal Possession

H=SP

Ater Sales Process

HLE+

Pha"nis Lea"s

HLNO

Loan NOC

HOPT

Pha"nis Opportunit1

-$ Choose Sa,e$

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0ction" !"e Actions in CRM use the Post Processing =rame>or% 'PP=($ The Post Processing =rame>or% is a 8asis component >hich generates actions rom the "ata or an application accor"ing to an action "einition$ The actions are processe" at a speciic time$ The PP= provi"es the tools or planningB starting an" monitoring the actions$

(e)ining 0ction Pro)ile" and 0ction" !"e The purpose o this activit1 is to create an action proile an" templates or actions$ hen creating an action proileB note or >hich ,usiness transaction t1pe 1ou can use this action proile$ ou must assign the relevant ,usiness o,ject t1pe to the action proile$ The assignment o the ,usiness o,ject t1pe ma%es sure that the attri,utes or the relevant ,usiness transaction t1pe can ,e use" or "eining an" processing the con"itions$ Onl1 one ,usiness o,ject can ,e assigne" or each action proile$ All ma:imum allo>e" actions are "eine" or a transaction t1pe$ In this activit1B 1ou create an action proile an" templates or actions$ ou can "eine the action templates more closel1 in the ollo>ing step Defining Conditions$


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

*$ Cop1 the action proile ACTIKIT >ith the "escription +cti,ities to create ollo>ing action proile -$ 0ction Pro)ile HACTIONFALLOT HACTIONFOPPT HA!REEMENT HLEA+ACTPRO=ILE

/$ Choose Sa,e$

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

Proced&re #$ Access the activit1 using one o the ollo>ing navigation options ,ran"action code

CRMC0C,O?CO?7

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Custo%er Relations/ip Manage%ent → (asic 5unctions → +ctions → +ctions in Transaction C/ange +ctions and Conditions → Define Conditions

→

*$ +ou,le2clic% the action template un"er Sc/eduling of +ctions$ -$ Choose Create rom the tool,ar on the right2han" si"e an" then choose the action "einition$ /$ !o to the Processing Details ta,$ )$ +eselect Default Settings fro% +ction Definition$ .$ Maintain the settings as nee"e"$ 0$ =ollo>ing action "einitions are assigne" to to action templates$

0ction te$late

0ction de)inition

# HALLOTF=ORM

* HACTIONFOPPT

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

- HACTIONFOPPT

Inventor1 Status

/ HACTIONFOPPT

?uotation orm print Sen" mail 2 Than% 1ou mail Previe> MailFLea" Mail

) HLEA+ACTPRO=ILE . HLEA+ACTPRO=ILE

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

SPRO



*$ Assign the Org$ +ata Proile to the ollo>ing transaction t1pes

,ran". ,y$e

Org (ata Pro)ile

H66)

66666666666*

HALP

66666666666#

HCMN

66666666666#

HEP

66666666666#

H=PO

66666666666)

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,ran". ,y$e

Org (ata Pro)ile

H=SP

66666666666#

HLE+

H6666666666)

HLNO

66666666666#

HOPT

H6666666666)

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


SPRO



,ran". ,y$e

Partner Deter%ination Procedure

H66)

=======2

HALP

=====22

HCMN

=====22

HEP

=====22

H=PO

=====22

H=SP

=======2

HLE+

=====1*

HLNO

=====22

HOPT

=====1:

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

,ran"action code

SPRO



,ran". ,y$e

Partner Deter%ination Procedure

Page ./ o ..

*$

HALP

+CTOA+''OT

HCMN

+0REEMET

H=SP

+CTHT

HLE+

'E+D+CTPRO5'E

HOPT

+CTOAOPPT

Save the settings

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

Proced&re #$ Access the transaction t1pe using the ollo>ing navigation options


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

*$ Assignment as ollo>s

-$

,ran". ,y$e

Te9t Deter%ination Procedure

H66)

+CT====#

HALP

+''PROC

HCMN

CMP===1

HEP

EIB===1

H=PO

5P====1

H=SP

+CT====1

HLE+

'E+D==1

HLNO

'OC==1

HOPT

OPSM==1

Save the entries

 Con)ig&ration "etting" )or CRM O$$ort&nity Manageent (e)ining ,ran"action ,y$e )or O$$ort&nity !"e In this processB 1ou "eine transaction t1pes$ The ,usiness transaction t1pe "eines the characteristics or the opportunit1B an" "eines the control attri,utes 'or e:ampleB te:t schemaB partner schemaB status schemaB organi&ational "ata proile($

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SAP-CRM-Configuration-Guide.pdf

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