Sapcrm en Col92

SAPCRM SAP CRM Solution Overview SAP CRM

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Participant Handbook Course Version: 92 Course Duration: 3 Day(s) Material Number: 50091143

An SAP course - use it to learn, reference it for work

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About This Handbook This handbook is intended to complement the instructor-led presentation of this course, and serve as a source of reference. It is not suitable for self-study.

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Icons in Body Text The following icons are used in this handbook. Icon

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Contents Course Overview ......................................................... vii Course Goals ...........................................................vii Course Objectives .....................................................vii

Unit 1: Introduction to SAP CRM ....................................... 1 What is CRM ............................................................2 SAP CRM Overview ....................................................4 Case Study ............................................................ 12

Unit 2: Basics and Architecture ...................................... 15 Overview of SAP CRM Architecture ................................ 16 Channel Architecture ................................................. 21 Introduction to the CRM WebClient User Interface ............... 26

Unit 3: SAP CRM Marketing ........................................... 41 Marketing Plan and Campaign Creation .......................... 42 Target Group Selection............................................... 46 Campaign Execution ................................................. 51 Additional Topics in SAP CRM Marketing ......................... 61

Unit 4: SAP CRM Web Channel ....................................... 67 E-Selling................................................................ 68 E-Service............................................................... 80 E-Marketing ............................................................ 84

Unit 5: SAP CRM Partner Channel Management ................. 89 SAP CRM Partner Channel Management Overview ............. 90 Roles in SAP CRM Partner Channel Management .............. 96 Channel Commerce .................................................106 Channel Marketing Funds .......................................... 114

Unit 6: SAP CRM Sales ................................................ 119 Account & Contact Management ..................................120 Activity Management ................................................124 Opportunity Management ...........................................128 Quotation and Order Management ................................133 Contract Management...............................................144 Additional Topics in SAP CRM Sales..............................148

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Unit 7: SAP CRM Interaction Center................................ 153 Interaction Center Agent Functionalities ..........................154 Interaction Center Management ...................................166

Unit 8: SAP CRM Service ............................................. 173 Installation Management and Objects.............................174 Service Contracts and Service Plans .............................178 Service Order Management ........................................182 Additional Topics in SAP CRM Service ...........................195

Unit 9: SAP CRM Field Applications ............................... 201 Mobile Sales and Service ...........................................202 Technical Aspects of Field Applications...........................208 Mobile Sales for Handhelds ........................................216

Unit 10: SAP CRM Analytics ......................................... 221 Overview of SAP CRM Analytics ..................................222 Analytical Methods ..................................................228 Analysis Scenarios ..................................................233 Interactive Reporting ................................................237

Unit 11: SAP CRM Implementation & Operation ................. 247 SAP Solution Manager ..............................................248 Customizing SAP CRM .............................................262

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Course Overview This course provides fundamental product knowledge of the SAP CRM solution. The basic concepts of SAP CRM are explained and the applications that make up the SAP CRM solution are described and demonstrated.

Target Audience This course is intended for the following audiences: • •

SAP ERP as well as non-SAP Customers and decision makers considering an implementation of SAP CRM. Customers, consultants, project managers and key users who need to get a comprehensive and integrative overview of the key capabilities and processes of the SAP CRM solution.

Course Prerequisites Required Knowledge •

This course does not require SAP CRM or SAP ERP knowledge.

Recommended Knowledge • •

Basic knowledge of CRM processes in general. Knowledge of SAP ERP, in particular in the Sales and Service environment.

Course Goals This course will prepare you to: • • •

Take up tasks that require basic knowledge of the SAP CRM solution. Understand the individual SAP CRM processes and functions in the marketing, sales and service area and the various interaction channels. Get a solid understanding of integration aspects.

Course Objectives After completing this course, you will be able to: • • •

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Describe the fundamental principles of SAP CRM. Explain the processes, features and functionality offered by the applications that make up the SAP CRM solution. Explain how the SAP CRM solution can be deployed to support the business processes in marketing, sales and customer service.


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Course Overview

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Unit 1 Introduction to SAP CRM Unit Overview This unit explains how SAP CRM is embedded in the business environment of the SAP Business Suite. Furthermore the basic SAP CRM key processes of all key capabilities are described.

Unit Objectives After completing this unit, you will be able to: • • • • •

Define Customer Relationship Management (CRM) as a business strategy. Identify SAP CRM as part of the SAP Business Suite. Briefly describe main functions and key processes of SAP CRM (Marketing, Sales and Service). Explain the utility of the SAP CRM Business Map and SAP Solution Manager. Explain the different steps of the CRM case study from a business perspective.

Unit Contents Lesson: What is CRM .............................................................2 Lesson: SAP CRM Overview.....................................................4 Lesson: Case Study ............................................................. 12

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Unit 1: Introduction to SAP CRM

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Lesson: What is CRM Lesson Overview Definiton of Customer Relationship Management (CRM) as a business strategy

Lesson Objectives After completing this lesson, you will be able to: •

Define Customer Relationship Management (CRM) as a business strategy.

Business Example Competitive markets, demanding customers, and the need to optimize internal processes put companies under great pressure. They therefore demand a complete software solution that is easy to use, fully integrated, customized to meet specific requirements, and flexible to implement.

Figure 1: What is CRM?

Customer Relationship Management can help you to stay totally connected to your customers so you deliver the kinds of products and services that they truly need. It keeps the lines of communication open and helps to create lasting and profitable relationships. Goal of the usage of Customer Relationship Management is also to achieve “One face to the customer”, that means independent via which channel the customer is contacting your company he or she should get consistent and actual information.

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Lesson: What is CRM

Lesson Summary You should now be able to: • Define Customer Relationship Management (CRM) as a business strategy.

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Lesson: SAP CRM Overview Lesson Overview This lesson introduces SAP CRM as part of the SAP Business Suite and briefly describes main functions and key processes of SAP CRM (Marketing, Sales and Service). Additionally the benefits of the SAP CRM Business Map and SAP Solution Manager are described.

Lesson Objectives After completing this lesson, you will be able to: • • •

Identify SAP CRM as part of the SAP Business Suite. Briefly describe main functions and key processes of SAP CRM (Marketing, Sales and Service). Explain the utility of the SAP CRM Business Map and SAP Solution Manager.

Business Example

Figure 2: SAP CRM as Part of the SAP Business Suite

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Lesson: SAP CRM Overview

The SAP Business Suite is a suite of business applications to enable companies to manage the entire value chain across business networks, transforming into a more adaptive business. The solutions in the SAP Business Suite are open and flexible, supporting databases, applications, operating systems, and hardware platforms from most major vendors. The SAP Business Suite consists of the following SAP solutions: • • • • •

SAP ERP (Enterprise Resource Planning) SAP CRM (Customer Relationship Management) SAP SCM (Supply Chain Management) SAP PLM (Product Lifecycle Management) SAP SRM (Supplier Relationship Management)

With the SAP NetWeaver platform, IT can be aligned with business requirements. SAP combines composition technologies and application functionality to reduce IT complexity and increase business flexibility. With SAP NetWeaver, you can compose applications using enterprise services, orchestrate business processes and events, manage enterprise information, and deliver applications and content to users more quickly and cost-effectively.

Figure 3: Company Departments with Customer Interaction

In daily business various departments like Marketing, Sales and Service interact directly and regularly with customers. From a software point of view these employees need to have support to fulfill their daily tasks in an efficient and customer-oriented way.

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Additionally based on the operational experiences it is necessary to monitor and analyze your processes in particular to optimize your future business and customer contacts. In addition to fulfill the different requirements of various industries (e.g. for Media, Utilities, Pharmaceuticals, Public Sector, Telecommunications, High Tech) SAP CRM provides multiple industry-specific scenarios and customizing options.

Figure 4: Customer Interactions in Marketing

SAP CRM provides comprehensive marketing functionality for automating the planning, execution, and measurement of marketing effort. It unites marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation key functions on a comfortable and configurable interface. Initiatives toward reaching fixed company goals can be developed and carried out. To do this, KPIs are determined and measured. Thanks to integrated analysis functions, the financial results brought about by marketing plans and campaigns are recorded in real-time. This facilitates qualified decision-making.

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Figure 5: Customer Interactions in Sales

With Enterprise Sales, Telesales, Field Sales and E-Selling, SAP CRM offers companies first class solutions for handling customer contact anytime, anywhere. SAP CRM prepares your sales force to be efficient with time and effective in action, provides the knowledge needed to turn insight into action, and maintains focus on productive activity to acquire, grow and retain profitable relationships. SAP CRM supports sales forecasting and analytics for historical and predictive information, territory and account management to optimize and increase efficiency of your sales organization, opportunity and pipeline management to provide full visibility into potential sales, sales processes and methodologies to leverage company-specific best practices and seamless order to cash processes to most effectively manage customer demand – consistent interactions, insightful information, seamless integration, always accessible, simple to use.

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Figure 6: Customer Interactions in Service

SAP CRM Service supports all aspects of service order processing within the service organization, from responding to the customer's initial inquiry, quotation creation and processing, order creation, and assignment to the most appropriate field service representative, right through to confirmation and billing of the work performed for the customer.

Figure 7: Customer Interaction Channels

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Within the CRM environment due to the different requirements and processes of various industries there are existing and supported different interaction channels with customers: Back-office: Personalized and web-based accesses offer a single-point of entry for all relevant tasks in marketing, sales and service and integrate all systems that are relevant for an employee within a single user interface. Field Service, Offline-User: Various field applications offer everywhere and anytime access to the required information and processes of field service employees. Interaction Center: Via the Interaction Center fulfillment of required business processes via telephony and E-mail integration is supported. Web Channel Management: SAP CRM offers a complete E-marketing-, E-commerce- und E-service platform with personalized, convenient and consistent service 24x7x365. Customers can access and research information and then purchase products or services anytime, anywhere. Partner Channel Management: Partner Channel Management with SAP CRM combines Web Channel Management and traditional CRM to a comprehensive partner management solution (collaboration with resellers, dealers, agents etc.)

Figure 8: SAP CRM Business Map

Streamlined business processes supported by technology, integrating customers, suppliers and business partners, is the key to remaining successful in a competitive market. It can be difficult to visualize, evaluate, and communicate these business processes. With SAP Business Maps, you can understand individual solutions quickly and appraise their potential value for your company. They help focus on

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the core processes and functions that can increase a companys ability to compete, strengthen relationships with partners, and help a company become closely oriented to the markets and customers it serves. The Business Map is a comprehensive collection of industry-specific and cross-industry solutions, infrastructure and service blueprints, Business Maps, and Collaborative Maps. Using the industry knowledge and technical expertise SAP has acquired through extensive business experience and research, Business Maps outline specific ways that technology can help integrate companies existing resources and extend business processes beyond the borders of traditional enterprises. You can access the SAP Business Map for SAP CRM on the Service Marketplace via the alias “businessmaps”.

Figure 9: SAP Solution Manager - CRM Content Supports Implementation

SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction. They support nested business processes in the areas of sales, service and marketing, and across various communication channels. The SAP Solution Manager makes pre-configured CRM content in the form of hundreds of business processes available. The business processes are displayed graphically using SAP Component Views®. CRM Business Content is delivered exclusively with SAP Solution Manager. You can regularly download updated content from SAP Service Marketplace.

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Lesson Summary You should now be able to: • Identify SAP CRM as part of the SAP Business Suite. • Briefly describe main functions and key processes of SAP CRM (Marketing, Sales and Service). • Explain the utility of the SAP CRM Business Map and SAP Solution Manager.

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Lesson: Case Study Lesson Overview This lesson explains the different steps of the CRM case study from a business perspective that will be used as a basis for demonstrations and exercises within this course.


Explain the different steps of the CRM case study from a business perspective.

Business Example

Figure 10: Case Study: SAP CRM Solution Overview

To point out and demonstrate the integration of all the various SAP CRM key capabilities and interaction channels, this course (especially the exercises) is build up using an integrated CRM case study. This case study is also the basis for the course structure that is displayed in the course topics overview.

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Lesson: Case Study

Lesson Summary You should now be able to: • Explain the different steps of the CRM case study from a business perspective.

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Unit Summary

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Unit Summary You should now be able to: • Define Customer Relationship Management (CRM) as a business strategy. • Identify SAP CRM as part of the SAP Business Suite. • Briefly describe main functions and key processes of SAP CRM (Marketing, Sales and Service). • Explain the utility of the SAP CRM Business Map and SAP Solution Manager. • Explain the different steps of the CRM case study from a business perspective.

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Unit 2 Basics and Architecture Unit Overview This unit describes the various components of the SAP CRM architecture. It also explains briefly the various channels used in the SAP CRM landscape from a technical perspective. Finally the concept and usage of the CRM WebClient User Interface will be introduced.

Unit Objectives After completing this unit, you will be able to: • • • • •

Explain the architecture of SAP CRM and the components that make up the landscape. Explain the architecture of SAP CRM channels, including internet applications, interaction center and mobile sales/service. Describe the evolution of SAP CRM UI leading up to the latest CRM WebClient UI. Explain the main elements of the UI concept. Introduce pre-configured roles in SAP CRM.

Unit Contents Lesson: Overview of SAP CRM Architecture ................................ 16 Lesson: Channel Architecture.................................................. 21 Lesson: Introduction to the CRM WebClient User Interface ............... 26 Exercise 1: Navigation in the CRM WebClient User Interface......... 31

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Unit 2: Basics and Architecture

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Lesson: Overview of SAP CRM Architecture Lesson Overview This lessons explains the architecture of SAP CRM and the components that make up the landscape.


Explain the architecture of SAP CRM and the components that make up the landscape.

Business Example In order to optimize your customer interactions, you intend to implement different channels within your company, such as Internet, telephony, field sales, and partners. You therefore have to become familiar with the SAP CRM system landscape. Additionally, you wish to provide your employees with an intuitive and user-friendly interface to carry out their daily work.

Figure 11: SAP CRM Architecture Concept

The SAP CRM solution is the sum of all CRM functions and incorporates CRM components as well as the components SAP Business Intelligence (SAP BI), Supply Chain Management (SAP SCM), and SAP ERP (SAP ECC or SAP R/3).

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Lesson: Overview of SAP CRM Architecture

A central CRM server with system access through various channels and a connection to other systems are both contained in SAP Customer Relationship Management (CRM), a part of the SAP Business Suite. The following application components are supported in SAP CRM: • • •

Interaction Center: Using integrated Interaction Center solutions, clients can contact sales or service representatives by telephone, fax, or e-mail. Web Channel (Internet): Internet users may configure and order products or services using SAP CRM Internet components. Mobile Clients/Handhelds: Mobile sales representatives and service engineers can access the SAP CRM system from their laptops or other mobile devices to exchange up-to-date information with the central CRM server.

The SAP CRM solution offers you the following, fully-integrated connections: • • • • •

The SAP CRM system as a central CRM server with corresponding application components The SAP ERP system (SAP ECC or SAP R/3) as a back-end system with tried and true ERP functions The SAP BI system as a data warehouse solution with comprehensive statistical and analysis functions The SAP SCM system as a global Available-to-Promise (ATP) check and demand planning solution The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems

Figure 12: SAP CRM and Other SAP Systems

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Data is exchanged between the CRM system and a connected ERP system (minimum SAP R/3 Release 3.1I) using the CRM Middleware. A plug-in installed in the SAP ERP system acts as a counterpart to the R/3 adapter in the SAP CRM system, supporting data communication between the two systems. The data exchange includes the initial transfer of Customizing, master, and transactional data to the SAP CRM System, and the transfer of delta data in both directions. Also a non-SAP ERP system can be connected to SAP CRM. Sales orders can be entered in the Internet Sales application component, the Interaction Center, a mobile device, or the CRM server. To confirm whether the requested items can be delivered on time, you need to run the Available-to-Promise (ATP) availability check. The SAP Supply Chain Management component performs these functions. The SAP Business Information Warehouse (SAP BW) is used as a data source for parts of the SAP CRM solution, and also contains data for consolidation and analysis. As of SAP ECC 6.0, the plug-in will be contained directly in SAP ECC. Until SAP ECC 6.0 the plug-in is delivered separately and has to be installed.

Figure 13: CRM Middleware

The SAP CRM solution supports the handling of CRM business objects (such as customers and prospects, activities and opportunities, and products and product catalogs) in a variety of application components including Internet Sales, Service Interaction Center, Telesales and Campaign Management. Some of these components require external extensions for communication and integration. These components will be described in more detail in later sections.

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Lesson: Overview of SAP CRM Architecture

The middleware layer supports the controlled data exchange with other systems such as mobile clients, back-end systems, and data warehouses. A replication procedure guarantees consistent and up-to-date data in the distributed local databases, especially for mobile users. Message queuing ensures data delivery and processing. Software adapters are used to connect to external systems. These adapters are responsible for assigning data and converting it to other formats. Both the ASCII adapter and external interfaces are provided for this. The SAP CRM application components also exchange data with the middleware layer using a CRM adapter. The SAP CRM component builds on the SAP Basis system, which provides a proven development platform, scalability, platform independence, and various other SAP tools. Therefore, the SAP CRM solution can be configured just as flexibly as an SAP ERP system.

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Lesson Summary You should now be able to: • Explain the architecture of SAP CRM and the components that make up the landscape.

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Lesson: Channel Architecture

Lesson: Channel Architecture Lesson Overview This lesson explains the architecture of SAP CRM channels, including internet applications, interaction center and mobile sales/service.


Explain the architecture of SAP CRM channels, including internet applications, interaction center and mobile sales/service.

Business Example

Figure 14: SAP CRM and Internet Applications

With the Internet Sales and Internet Customer Self-Service application components, Internet users can access the SAP CRM solution to configure and purchase products from published catalogs, or to request a particular service. The shipped, standard templates provide a ready-to-run solution, but can also be adjusted to meet individual requirements.

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The Internet application components are made available through a Web server. They are based on J2EE (Java 2 Enterprise Edition) technology. This technology is an open, non-SAP platform. Product catalogs are exported from SAP CRM to an external index server for faster access to product data. The Internet Pricing & Configurator (IPC) component provides configuration and pricing data for Web applications. Since the IPC is designed as a separate component, it ensures the high performance needed in an Internet environment. Basic CRM data like Business Partners, Products, Orders etc. have to be maintained and set up in the CRM system itself and can be used in the Web environment. Explains the architecture of SAP CRM channels including internet applications, interaction center and mobile sales/service. Within the Web Channel Applications you set up the design, logic etc. of your Web appearance.

Figure 15: SAP CRM Interaction Center Architecture

The Interaction Center supports various communication channels, such as telephone, E-mail and fax, as well as Internet based communication such as Voice over Internet Protocol (VoIP). You can connect communication channels such as telephone and E-mail using a Communication Management System. This can be SAP BCM (Business Communication Management) or a third party product. The IC WebClient multichannel options are consolidated using the Integrated Communication Interface (ICI) in the Interaction Center. Through the use of new technology such as eXtensible Markup Language (XML) and Simple Object

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Access Protocol (SOAP), the open SAP CRM Integrated Communication Interface (ICI) supports the integration of SAP CRM solutions with communication components such as computer telephony integration, automatic call list distribution, interactive voice response, e-mail administration, and chat systems. As a result, companies leverage their existing technology investments. Beside of ICI the former used connection interface SAPPhone can still be used for upgrading customers.

Figure 16: SAP CRM Mobile Sales/Service (Laptop Solution)

The SAP CRM components Mobile Sales and Mobile Service support a companys mobile field sales and service employees. Users have complete access to all relevant data on their laptops. However, users can access data only for their own area of responsibility (for example, all customers in one postal area). This data is updated by regular data exchange between laptops and the central server. The communication station serves as a translator between the CRM server and the mobile clients. The mobile applications are customized using the SAP Mobile Application Studio, an object-oriented, visual modeling tool. The CRM Middleware provides the necessary functionality for the data replication to mobile clients.

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Figure 17: SAP CRM: Data Exchange with Laptops

Basically the CRM Server contains the CRM Middleware, which handles the data exchange with internal applications and external major components, such as an SAP ERP Back-End, an SAP Business Information Warehouse or non-SAP systems. The CRM Middleware also synchronizes the databases of Mobile Clients with the CRM database. Mobile Clients are usually laptops running the Mobile Sales/Service Application, which may include the Sales Configuration Engine (SCE) and the Sales Pricing Engine (SPE) Mobile Clients typically connect temporarily (for example, via modem) to the CRM Server for data exchange. The Mobile Clients are connected to the CRM Server via the Communication Station.

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Lesson Summary You should now be able to: • Explain the architecture of SAP CRM channels, including internet applications, interaction center and mobile sales/service.

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Lesson: Introduction to the CRM WebClient User Interface Lesson Overview This lesson describes the evolution of SAP CRM User Interface (UI) leading up to the latest CRM WebClient User Interface (introduced with CRM 2007). The main elements of the User Interface concept will be explained and additionally the pre-configured roles in SAP CRM will be introduced.

Lesson Objectives After completing this lesson, you will be able to: • • •

Describe the evolution of SAP CRM UI leading up to the latest CRM WebClient UI. Explain the main elements of the UI concept. Introduce pre-configured roles in SAP CRM.

Business Example

Figure 18: The Continuous Focus on Usability: The SAP UI Roadmap

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Lesson: Introduction to the CRM WebClient User Interface

An intuitive and user-friendly interface is key for the acceptance and success of a CRM implementation. Especially part-time users are expecting an easy-to-use and consistent user interface. Depending on the release, SAP has offered different UIs. The CRM WebClient user interface used in CRM 2007 and CRM 7.0 fulfills the above mentioned requirements in a perfect way and is the result of the UI evolution based on customer and user experiences in different industries.

Figure 19: User Interface Concept - Screen Structure

The screen of the CRM WebClient User Interface (introduced with Release CRM 2007) is divided into three main areas: • • •

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At the top the header area is located. On the left the navigation bar is located. Navigation area and header area are also known as L-shape. The center part of the screen is the work area.


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Figure 20: User Interface - L-Shape

The L-shape within the user interface provides easy global navigation throughout the entire SAP CRM application. Generic shortcuts for fast data entry, access, and other information are also included. The L-shape consists of a header (top) and navigation (left-hand) area. The position and size of the L-shape is static and its content can be configured as business-role dependent.

Figure 21: User Interface - Entry Page HOME

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The HOME page provides: • • •

A quick, direct overview of the current day Hyperlinks to more detailed information Predefined content for – – – – –

My appointments today My tasks today Reports Alerts Workflow tasks

The available content and screen structure of the HOME page can be configured per role. Furthermore individual personalization by each user is supported.

Figure 22: User Interface - Overview Page

The overview page provides an overview of all important information regarding a single object in display mode. It is structured in assignment blocks which can be configured and personalized. In an assignment block form views, tables and hierarchies can be displayed. The overview page is non-editable. The overview page consists of header information that allows detailed object identification and a set of related information.

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The overview page is the target page when following a hyperlink to an object instance. The overview page contains the hyperlinks for cross navigation to related information.

Figure 23: Overview Page: Main User Interface Elements

The main elements of the User Interface are: • • • •

Work area title Work area toolbar Header area Assignment blocks

Pre-Configured Roles in SAP CRM •

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The following applications are run with pre-configured roles: – –

Sales Marketing

– – –

Service Interaction Center Partner Channel Management


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Exercise 1: Navigation in the CRM WebClient User Interface Exercise Objectives After completing this exercise, you will be able to: • Log onto the SAP CRM system • Navigate within the CRM WebClient User Interface • Personalize the CRM WebClient User Interface • Display information about an account

Business Example As a sales employee, you want to display, check and maintain various information about a business partner (account). To do this, you use the CRM WebClient User Interface (UI) in SAP CRM.

Task 1: Via SAPGUI log onto the SAP CRM system that is used within the course and integrate a link for accessing the CRM WebClient UI in your favorites. 1.

Enter the log on data for the SAP CRM system that you receive from your course instructor.

2.

Create a favorite within the SAP Easy Access menu for accessing the CRM WebClient UI by selecting Favorites → Add other objects. Enter the following data: Data

Value

Double-click on URL type:

BSP Application

BSP-Application:

CRM_UI_START

Description:

WebClient UI

Start Page:

default.htm

Choose the button Continue or just press Enter to proceed.

Continued on next page

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In the role of a sales employee log on to the CRM WebClient User Interface with Business Role Sales Professional. Hint: General hint when navigating in the CRM WebClient User Interface: Always use the Back button in the upper right corner when navigating back in the CRM UI instead of the Back button of the Internet Explorer!

4.

Personalize the general layout of the CRM application and choose the skin Signature Design out of the list of available skins. Hint: To personalize the general layout, choose the personalization area in the header of the screen.

Task 2: Branch to the account master data of your customer ##Megastore by choosing Account Management → Accounts. Within the search area enter ##Megastore in the field Name 1 / Last Name. Hint: Replace ## by your group number (also within every further exercise). Select Account Management in the Navigation bar and choose the hyperlink Accounts within the block Search in the work area. In the Search Criteria area enter ##Megastore in the field Name 1 / Last name and press the button Search. 1.

First of all you would like to see the information regarding the employee responsible directly within the search result list. Up to now you are not familiar with the personalization options and procedure. Use the relevant tool to get help how to personalize pages in the CRM WebClient User Interface.

2.

Personalize the result list in the way that a column displaying the Employee Responsible will be displayed next to the column “Name”. Hint: To personalize the appearance of the search result list use the pencil icon for personalization on the right side of the search result list.

3.

Go to the ##Megastore’s account data from the search result list.


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4.

What is the address of ##Megastore?

5.

Name several interactions our sales team had with ##Megastore in the past.

6.

Within the account information you want to integrate also an assignment block that allows you to maintain notes for the account. Personalize the account detail screen in the way that a new block will appear at the bottom of the screen.

7.

Maintain a correspondence text for your account that ##Megastore is interested in notebooks.

Task 3: In the future, you are responsible for all ##Megastore accounts. For efficiency reasons you would like to create a saved search with the search criteria *Megastore in the field Name 1 / Last Name. 1.

Create a new saved search with the description ## account search.

2.

Select the affected accounts by choosing your just created saved search.

3.

Log off in the role of a Sales Professional.

Task 4: To prepare the different links for accessing features for future units in this course (like web shops etc.) enter transaction ZLINKS within your favorites in the SAP Easy Access menu. Hint: Within the SAP Easy Access menu select Favorites → Insert transaction and enter transaction code ZLINKS.

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Solution 1: Navigation in the CRM WebClient User Interface Task 1: Via SAPGUI log onto the SAP CRM system that is used within the course and integrate a link for accessing the CRM WebClient UI in your favorites. 1.

Enter the log on data for the SAP CRM system that you receive from your course instructor. a)

2.

Enter the log on data for the SAP CRM system that you receive from your course instructor.

Create a favorite within the SAP Easy Access menu for accessing the CRM WebClient UI by selecting Favorites → Add other objects. Enter the following data: Data

Value

Double-click on URL type:

BSP Application

BSP-Application:

CRM_UI_START

Description:

WebClient UI

Start Page:

default.htm

Choose the button Continue or just press Enter to proceed. a) 3.

Select the path Favorites → Add other objects in the system and enter the data listed in the exercise step.

In the role of a sales employee log on to the CRM WebClient User Interface with Business Role Sales Professional. Hint: General hint when navigating in the CRM WebClient User Interface: Always use the Back button in the upper right corner when navigating back in the CRM UI instead of the Back button of the Internet Explorer! a)

Select the previously created link for accessing the WebClient UI, enter your log on data and choose the Business Role Sales Professional out of the list of offered Business Roles.


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4.

Personalize the general layout of the CRM application and choose the skin Signature Design out of the list of available skins. Hint: To personalize the general layout, choose the personalization area in the header of the screen. a)

Branch to the personalization area of the general CRM application by choosing Personalize in the header area of the screen. Select the hyperlink Personalize Layout within the Layout area and choose the skin Signature Design. Save your changes.

Task 2: Branch to the account master data of your customer ##Megastore by choosing Account Management → Accounts. Within the search area enter ##Megastore in the field Name 1 / Last Name. Hint: Replace ## by your group number (also within every further exercise). Select Account Management in the Navigation bar and choose the hyperlink Accounts within the block Search in the work area. In the Search Criteria area enter ##Megastore in the field Name 1 / Last name and press the button Search. 1.

First of all you would like to see the information regarding the employee responsible directly within the search result list. Up to now you are not familiar with the personalization options and procedure. Use the relevant tool to get help how to personalize pages in the CRM WebClient User Interface. a)

You can use the in the CRM WebClient User Interface integrated Help Center (located in the upper right area of the screen). In this case choose the Help Center and branch to Getting Started with the WebClient UI → Personalizing Pages in the navigation area on the left side to get more information.


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Personalize the result list in the way that a column displaying the Employee Responsible will be displayed next to the column “Name”. Hint: To personalize the appearance of the search result list use the pencil icon for personalization on the right side of the search result list. a)

Within the search result list choose the button Personalize on the right side. Select Employee Responsible out of the Available Columns and press the button Move To Right to bring it to the Displayed Columns. To place it near to the column “Name” select the entry Employee Responsible and use the icon Up until you have reached the required position. Finally save your personalization settings.

3.

Go to the ##Megastore’s account data from the search result list. a)

4.

Choose the hyperlink ##Megastore in the column “Name” within the Search Result List. The system will lead you to the detailed account data.

What is the address of ##Megastore? Answer: The address of ##Megastore can be identified in the block Address and Communication Data within the assignment block Account Details.

5.

Name several interactions our sales team had with ##Megastore in the past. Answer: Scroll down to the assignment block Interaction History and press on the text to open the Interaction History. List the different interactions like appointments, opportunities etc. that can be identified in the Interaction History.

6.

Within the account information you want to integrate also an assignment block that allows you to maintain notes for the account. Personalize the account detail screen in the way that a new block will appear at the bottom of the screen. a)

In the upper right side of the Account screen select the button Personalize (pencil icon) and choose the assignment block for Notes to be displayed. Do this in the same way as you did already personalization in Task 2, Exercise Step 2.


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7.

Maintain a correspondence text for your account that ##Megastore is interested in notebooks. Open the Notes assignment block and select the button New. Choose the text type Correspondence and enter a text. Choose the button Back to branch back to the Account overview screen.

a)

Save your data.

Task 3: In the future, you are responsible for all ##Megastore accounts. For efficiency reasons you would like to create a saved search with the search criteria *Megastore in the field Name 1 / Last Name. 1.

Create a new saved search with the description ## account search. a)

2.

In the search screen for Accounts enter *Megastore in the field Name 1 / Last Name. Enter the description ## account search in the field Save Search As and select the button Save. This search is now available in the saved searches and on the Home page of the CRM WebClient UI.

Select the affected accounts by choosing your just created saved search. a)

Choose your just created saved search in the upper right corner of the CRM WebClient UI and press Go. The result list with all ##Megastore accounts will be displayed. Hint: You can find your saved searches in the upper right corner of the screen.

3.

Log off in the role of a Sales Professional. Click on the link Log Off.

a)

Task 4: To prepare the different links for accessing features for future units in this course (like web shops etc.) enter transaction ZLINKS within your favorites in the SAP Easy Access menu. Hint: Within the SAP Easy Access menu select Favorites → Insert transaction and enter transaction code ZLINKS.

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Lesson Summary You should now be able to: • Describe the evolution of SAP CRM UI leading up to the latest CRM WebClient UI. • Explain the main elements of the UI concept. • Introduce pre-configured roles in SAP CRM.

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Unit Summary

Unit Summary You should now be able to: • Explain the architecture of SAP CRM and the components that make up the landscape. • Explain the architecture of SAP CRM channels, including internet applications, interaction center and mobile sales/service. • Describe the evolution of SAP CRM UI leading up to the latest CRM WebClient UI. • Explain the main elements of the UI concept. • Introduce pre-configured roles in SAP CRM.

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Unit Summary

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Unit 3 SAP CRM Marketing Unit Overview This unit describes planning, targeting, and executing functionality in SAP CRM Marketing Planning and Campaign Management. Furthermore it is explained how a marketing campaign will be created and launched. Additionally, campaign automation functionality and Trade Promotion Management (TPM) processes will be introduced briefly.

Unit Objectives After completing this unit, you will be able to: • • • • • • •

Describe the processes within SAP CRM Marketing Planning and Campaign Management using an integrated case study. Explain how to create and launch a marketing campaign. Explain how SAP CRM can be used to create customer segments and target groups from various data sources. Describe the usage of the SAP CRM Graphical Modeler. Explain how to execute a marketing campaign. Describe how campaign automation can be used for designing and implementing event-controlled, real-time campaigns. Explain the Trade Promotion Management (TPM) process in general.

Unit Contents Lesson: Marketing Plan and Campaign Creation ........................... 42 Lesson: Target Group Selection ............................................... 46 Lesson: Campaign Execution .................................................. 51 Exercise 2: Create and launch a campaign.............................. 55 Lesson: Additional Topics in SAP CRM Marketing .......................... 61

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Unit 3: SAP CRM Marketing

SAPCRM

Lesson: Marketing Plan and Campaign Creation Lesson Overview This lesson explains the functionality in SAP CRM Marketing Planning and Campaign Management using an integrated case study.

Lesson Objectives After completing this lesson, you will be able to: • •

Describe the processes within SAP CRM Marketing Planning and Campaign Management using an integrated case study. Explain how to create and launch a marketing campaign.

Business Example

Figure 24: Case study: SAP CRM Marketing

Our company wants to sell more notebooks to a specific group of customers. As the Marketing Manager, you are responsible for creating and executing a campaign. At the same time, we want to present a new product line to a specific target group. We get in touch with business partners, who provide feedback and let us know how interested they are in the new product line. Business partners who do not answer will be called at a later date.

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Lesson: Marketing Plan and Campaign Creation

Figure 25: Integrating SAP CRM Marketing

Marketing functions are highly integrative: Before execution, you define key figures and carry out scheduling (integration with BI). You may also have to check whether it is possible to manufacture and deliver the promoted goods (SCM integration, usually used for Trade Promotion Management). You are particularly interested to know how successful your campaign was: • • •

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What do the sales department's figures look like? How many contracts were awarded as a result of your campaign (BI integration)? And of course you want to have an overview of your costs (ERP integration).


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Figure 26: Marketing Element Definitions

Marketing plans and campaigns are the elements of a hierarchically built marketing project. Marketing Plans: •

•

A marketing plan is used for strategic marketing planning, that is, for planning a concrete marketing concept. This way budgets and deadlines are taken into consideration. A marketing plan could form, for example, the basis for next year's costing in the Marketing department. It is a management tool. You can use any number of marketing plan elements to structure a marketing plan in the form of a hierarchy. You can assign one or more campaigns to each marketing plan.

Campaigns: •

• •

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Campaigns serve operative marketing planning. They describe actions that are carried out, for example mailing actions, product promotions, and telemarketing. Criteria such as target groups, products, documents, people responsible, and the budget are defined in the campaign for these activities. Campaigns are used for operative marketing planning and execution. Campaigns can be broken down into campaign elements. You can only assign campaign elements to campaigns.


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Lesson: Marketing Plan and Campaign Creation

Lesson Summary You should now be able to: • Describe the processes within SAP CRM Marketing Planning and Campaign Management using an integrated case study. • Explain how to create and launch a marketing campaign.

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Lesson: Target Group Selection Lesson Overview This lesson explains how SAP CRM can be used to create customer segments and target groups from various data sources. Furthermore the usage of the SAP CRM Graphical Modeler will be introduced.


Explain how SAP CRM can be used to create customer segments and target groups from various data sources. Describe the usage of the SAP CRM Graphical Modeler.

Business Example

Figure 27: Data Sources for Segmentation

Three data sources are available for target group selection: • • •

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SAP BW reports (Business Warehouse InfoCube) InfoSets consisting of your own ABAP queries Marketing attributes from the business partner master data


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Lesson: Target Group Selection

In SAP BW, InfoCubes and reports allow you to select a business partner for a target group using master data, profiles or transaction data. The InfoSet from your own ABAP queries evaluates general data from the business partner master record and can be used to select target groups according to address, for example. You can enter your own marketing characteristics directly in the business partner master record. Characteristics are then grouped together, creating characteristic groups. If you have assigned the characteristics to a business partner, you can edit them accordingly and use them to select a target group.

Figure 28: Segmentation

In the Graphical Modeler, you model marketing profiles by dragging and dropping attributes into the staging area. You can combine the attributes for the selection as required beforehand. That is, you can combine them by using And or Or within an attribute or by using attribute lists. You can then combine the characteristics in various different ways. You can merge them, remove a characteristic from a profile, or create an OR relationship.

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Figure 29: Profile Sets, Profiles, and Target Groups

Profile Sets: • •

Sets do not have to have profiles or target groups assigned. Subsets may exist within a set.

Profile: • • •

A profile cannot be assigned to different sets. Profiles do not have to have target groups assigned. A profile that is already assigned to one profile set cannot be assigned to another (instead, the profile must be recreated by copying).

Target Group: • •

A target group that is already assigned cannot be assigned to another set or profile. Only active target groups can be used in the Marketing Planner.

Master Groups: •

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Master groups limit all business partners to a particular group for the process of segmenting. The Segment Builder then works only with business partners who belong to the chosen master group. Example: The master group contains German business partners only. The group is assigned.


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Lesson: Target Group Selection

Figure 30: Working in the Graphical Modeler

Attributes are combined together to form attribute sets, on the basis of which customer profiles are created. The graphic above illustrates the three possibilities open to you, using the Split, Keep, and Remove functions in the Graphical Modeler: •

• • • • • •

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You can access each function by dragging the relevant attribute(s) from the component area to the staging area. As soon as your cursor is positioned over an existing profile, the functions Split, Keep, and Remove can be selected by placing your cursor on the appropriate function and releasing the mouse button. Each profile must belong to a profile set. A profile can belong to only one profile set. A profile can exist without any target group assigned to it. No more than one target group can be assigned to a profile. For a given profile, no more than one target group can have the status active. You cannot move profiles from one profile set to another; however, you can copy existing profiles.


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Lesson Summary You should now be able to: • Explain how SAP CRM can be used to create customer segments and target groups from various data sources. • Describe the usage of the SAP CRM Graphical Modeler.

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Lesson: Campaign Execution

Lesson: Campaign Execution Lesson Overview This lesson explains how to execute a marketing campaign.


Explain how to execute a marketing campaign.

Business Example

Figure 31: Campaign Execution - Example Channel: E-Mail

This slide describes an example of the telemarketing campaign process: •

•

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A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for the campaign) and a script. A call list is generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center. Using the script and the call list, the IC agent calls the customers on the list. After completing the call, the agent records the results of the conversation, thereby updating the activity. This information is then transferred to SAP BI for reporting and monitoring purposes.


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Example: E-Mail channel •

In an e-mail campaign, the script is replaced with a mail form. During the execution stage, the specified e-mails are sent to the business partners in the target group.

Other channels: •

Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods.

Figure 32: Personalizing Mail Forms

There are two ways in which you can personalize a mail form: • •

By using variables (such as first name, last name, business partners address) By using several text blocks. These can be included all the time or only if certain conditions apply.

The Web shop and the Interaction Center can also be personalized. Here you can define product proposals for a specific profile or target group only, or globally for all customers.

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Figure 33: Campaign Execution - Example Channel: Telephone

This slide describes an example of the telemarketing campaign process: •

•

A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for the campaign) and a script. A call list is generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center. Using the script and the call list, the IC agent calls the customers on the list. After completing the call, the agent records the results of the conversation, thereby updating the activity. This information is then transferred to SAP BI for reporting and monitoring purposes.

Other channels: •

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Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods.


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Exercise 2: Create and launch a campaign Exercise Objectives After completing this exercise, you will be able to: • Create and launch a campaign

Business Example You have decided to send out e-mails to promote a special notebook. The target group and the mail form have already been created. Therefore you now create the campaign, assign all the necessary elements and then start it.

Task 1: Log on to the CRM WebClient User Interface in the role of a Campaign Manager and create a campaign. Hint: Select the Business Role Marketing Professional 1.

2.

Create a new campaign with the following entries. Data

Date Value

Identification (ID)

C/4100-G##

Description

Promotion Group##

Type

Product Promotion

Planned Start

Today

Planned End

In one week

Enter the campaign details like Communication Medium and E-Mail Form. Data

Data Value

Communication Medium

E-mail

Form for E-Mail

SAPCRM

E-Mail Address

Chris Nelson

Hint: For entering the E-Mail Address of the Campaign Manager (Chris Nelson) use the input help for this field and select the respective entry out of the list (do not type it in by hand) ! Continued on next page

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Enter the segment (target group) you would like to address with this campaign. Choose the marketing segment SAPCRM TG Group## (use the input help in the Segment Description field).

Task 2: Optional: Change Sandra ##Turner’s E-mail address. 1.

Branch to the account data of Sandra ##Turner and maintain your own E-mail address. Save your changes.

Task 3: Start Campaign Execution and check that it has been executed successfully.

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1.

Release your campaign and save your status change.

2.

Start the execution of the campaign immediately.

3.

Log off in the role of a campaign manager (Marketing Professional).

4.

Test the sent E-mail in the SAP GUI. Go to the Business Workplace. Open the Inbox. You will find the sent mail in your Unread Documents folder. You can open the E-mail by double-clicking it. If you changed the E-mail-address in the optional Task 2, you will receive the E-mail in the account you specified.


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Solution 2: Create and launch a campaign Task 1: Log on to the CRM WebClient User Interface in the role of a Campaign Manager and create a campaign. Hint: Select the Business Role Marketing Professional 1.

Create a new campaign with the following entries. Data

Date Value

Identification (ID)

C/4100-G##

Description

Promotion Group##

Type

Product Promotion

Planned Start

Today

Planned End

In one week

a)

2.

Choose Marketing in the Navigation bar. Within the block Create select Campaign. Enter the mentioned data in the Campaign Details assignment block.

Enter the campaign details like Communication Medium and E-Mail Form. Data

Data Value

Communication Medium

E-mail

Form for E-Mail

SAPCRM

E-Mail Address

Chris Nelson

Hint: For entering the E-Mail Address of the Campaign Manager (Chris Nelson) use the input help for this field and select the respective entry out of the list (do not type it in by hand) ! a)

When maintaining the Communication Medium E-mail dynamically new fields come up for entering an E-Mail form and also an E-Mail address. Enter the above mentioned data.


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3.

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Enter the segment (target group) you would like to address with this campaign. Choose the marketing segment SAPCRM TG Group## (use the input help in the Segment Description field). a)

Branch to the assignment block Segments and choose the button Add. Search for the segment by entering SAPCRM* in the description field. Select the segment (target group) for your group out of the list. Finally do not forget to save your campaign.

Task 2: Optional: Change Sandra ##Turner’s E-mail address. 1.

Branch to the account data of Sandra ##Turner and maintain your own E-mail address. Save your changes. a)

Go to Accounts & Products in the Navigation bar and search for your account ##Turner by entering ##Turner in the field Name 1 / Last Name. Out of the result list select Sandra ##Turner by using the hyperlink. Select the button Edit on the Individual Account Details assignment block and change the E-mail address to your own E-Mail address. Save your changes.

Task 3: Start Campaign Execution and check that it has been executed successfully. 1.

Release your campaign and save your status change. a)

2.

Start the execution of the campaign immediately. a)

3.

Branch to your created campaign (e.g. by searching via your Campaign ID). Out of the result list select your campaign by clicking on the hyperlink and choose Edit on the Campaign Details assignment block. Set the status to Released in the field New Status. Save the status change.

Choose the button Start (Start This Campaign) in the upper screen area of the campaign. In the Schedule Job screen enter Immediately in the Field Start. Press Start in the upper screen area to execute the campaign.

Log off in the role of a campaign manager (Marketing Professional). a)

Select the link Log Off in the upper right area. Close all browser sessions.


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4.

Test the sent E-mail in the SAP GUI. Go to the Business Workplace. Open the Inbox. You will find the sent mail in your Unread Documents folder. You can open the E-mail by double-clicking it. If you changed the E-mail-address in the optional Task 2, you will receive the E-mail in the account you specified. a)

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Go to the SAP Business Workplace in the SAP GUI by selecting Menu → Business Workplace: Open the Inbox in the Navigation area of the SAP Business Workplace. You will find the sent mail in your Unread Documents folder. You can open the E-mail by double-clicking it. If you changed the E-mail-address in the optional Task 2, you will receive the E-mail in the account you specified.


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Lesson Summary You should now be able to: • Explain how to execute a marketing campaign.

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Lesson: Additional Topics in SAP CRM Marketing

Lesson: Additional Topics in SAP CRM Marketing Lesson Overview This lesson describes some additional functions in SAP CRM Marketing, including Campaign Automation and Trade Promotion Management.


Describe how campaign automation can be used for designing and implementing event-controlled, real-time campaigns. Explain the Trade Promotion Management (TPM) process in general.

Business Example

Figure 34: Campaign Automation

Campaign automation enables you to define marketing procedures that can meet the real-time individual requirements of each customer. Campaign automation enables you to automate your multi-wave marketing campaigns across multiple channels. To achieve this, campaigns are modeled as processes in which customers/prospects flow between individual action points (campaign elements).

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Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention. The way a customer/prospect is routed through the campaign process depends on the individual response. All customer-relevant channels are taken into consideration. MORE scenario: In campaign automation, you can use an optimization element to structure a campaign in the best way. In this way, you can divide the initial target group meaningfully into different campaign elements (for example, that correspond to different channels or offers).

Figure 35: Trade Promotion Management - Process Overview

Trade promotions are representing marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products). A trade promotion takes place within a specific time period and aims to increase brand capital, brand awareness, and market share. It is also used to increase sales volume or to launch new products or product lines.

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The Trade Promotion Management (TPM) process typically consists of the following steps: •

•

•

•

Initially companies start with Headquarter planning and budgeting. This is also known as top-down planning. Essentially all plans and budgets come from the top, i.e. vice presidents and senior management, and then is delivered to lower levels. Next, there is account planning, which most often involves field representatives, such as key account managers (KAM). KAMs perform bottom-up planning and gain sell-in with his accounts. He is in charge of the promotion negotiations, including the time frame and the conditions. After the KAM does his account planning and gains retailer buy-in, a field sales representative visits the retailer that is participating in the promotion and many times uses a survey to check that the agreement is being upheld, i.e. the goods are where they are supposed to be on the shelves at the agreed price. Lastly, evaluation and analysis is key to understand promotion performance and the overall effect they on the bottom line. For example, companies will want to know how much revenue was generated and what the effect on their Profit and Loss statement.

Figure 36: Integration of Trade Promotion Management

You can integrate functions from the following applications with Trade Promotion Management (TPM):

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Funds management: •

With Funds Management, finance professionals are able to see at a glance in their Funds Checkbook their exact budget, committed amounts, approved claims and how much cash is left to spend, allowing full visibility and control of promotional spending. Because of this, finance professionals are able to accurately plan and real-time monitor their activities. Additionally, Funds Management allows for the creation of multi-dimensional budgets to be used solely for Trade Promotion Management or for use with Market Development Funds. Moreover, CRM accruals management is fully integrated into Trade Promotion Management, Claims Management and ERP, and therefore allows companies to become compliant with Sarbanes-Oxley and FASB accounting standards.

Claims management: •

With Claims Management, companies have access to full claim management processes across the financial value chain. Companies are able to utilize form-based validation, allowing them to only pay valid claims. Additionally, claims Management has full deduction management capabilities, including chargeback and write-off options.

SAP NetWeaver Business Intelligence (SAP NetWeaver BI): •

SAP NetWeaver BI can be used to provide a complete overview of past and current promotional performance, which simplifies the planning process and allows quick reaction to changes in the market.

SAP ERP: •

SAP ERP is used to finalize claims and to close promotional accounts upon final settlement. SAP ERP tracks all receipts relevant for rebate processing (generated from trade promotions) and automatically posts accruals.

SAP Supply Chain Management (SAP APO): •

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You can use demand planning with TPM to ensure adequate supply during promotional periods.


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Lesson Summary You should now be able to: • Describe how campaign automation can be used for designing and implementing event-controlled, real-time campaigns. • Explain the Trade Promotion Management (TPM) process in general.

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Unit Summary

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Unit Summary You should now be able to: • Describe the processes within SAP CRM Marketing Planning and Campaign Management using an integrated case study. • Explain how to create and launch a marketing campaign. • Explain how SAP CRM can be used to create customer segments and target groups from various data sources. • Describe the usage of the SAP CRM Graphical Modeler. • Explain how to execute a marketing campaign. • Describe how campaign automation can be used for designing and implementing event-controlled, real-time campaigns. • Explain the Trade Promotion Management (TPM) process in general.

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Unit 4 SAP CRM Web Channel Unit Overview Explains combined sales, service, and marketing functions within the SAP CRM Web Channel scenario. Describes the functionality of the B2C and B2B Web shop and Internet Customer Self Service.

Unit Objectives After completing this unit, you will be able to: • • •

Explain the processes and functionality within SAP CRM E-Selling. Explain the processes and functionality within SAP CRM E-Service. Explain the processes and functionality in SAP CRM E-Marketing.

Unit Contents Lesson: E-Selling ................................................................ 68 Exercise 3: E-Selling B2B & B2C Shop .................................. 73 Lesson: E-Service ............................................................... 80 Lesson: E-Marketing ............................................................ 84

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Unit 4: SAP CRM Web Channel

SAPCRM

Lesson: E-Selling Lesson Overview This lesson explains the processes and functionality within SAP CRM E-Selling.


Explain the processes and functionality within SAP CRM E-Selling.

Business Example

Figure 37: Case Study: SAP CRM Web Channel

As a customer targeted in the marketing campaign, you receive an E-mail with a link to a Business-to-Consumer (B2C) Web shop. You enter the Web shop, navigate through the catalog, select a product, examine related items for that product (cross-selling), and finally place an order. In addition to our scenario, take the role of a purchaser for a company. Make a purchase in a Business-to-Business (B2B) Web shop, navigate through the Web shop, and order for your company. You search for solutions in the solution database.

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Lesson: E-Selling

Figure 38: Web Channel Capabilities in SAP CRM

The SAP CRM Web Channel platform supports the full breadth of a CRM solution providing self-service across marketing, selling, service and analytics from a web perspective: • • • •

With E-Marketing, organizations can drive customer loyalty and demand generation via the Internet. With E-Commerce, organizations can enable the complete sales process to run on the Internet. With E-Service, organizations empower customers with intuitive self-service, problem resolution and the ability to initiate service processes. Web Channel Analytics enables organizations to optimize their web shop and online content and better drive future marketing activities.

SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing and service channel for businesses and consumers. Companies can increase profitability and reach new markets with functionality for E-marketing, E-commerce, E-service, and Web channel analytics. With SAP CRM, you can empower your customers with a personalized Web experience and convenient self-services. Plus, the application delivers a fully integrated Web channel platform, helping you strengthen sales and service operations while reducing transaction costs and customer service calls.

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Figure 39: E-Selling - Overview

With E-selling, companies can: • • •

Construct a business-to-business (B2B) or business-to-consumer (B2C) selling scenario Provide customers with personalized, interactive, and easy-to-use sales and self-service facilities over the Internet Carry out the complete sales process on the Internet

Quotation and Order Management: Enables Web customers to obtain quotations and place orders for products and services, obtain real-time product availability information, and track each order through the order management process – from manufacturing through distribution to service. Shopping Basket Management: Provides full support for customizable, configurable products, displays personalized pricing, offers cross and up-selling recommendations, provides real-time product availability information, and provides a consistent interface for all ordering processes. Price Management: Enables companies to provide online pricing tailored to each customer based on the type of customer, product, customer-specific pricing, contracts, or specific quotations. Companies establish pricing rules, processes and data centrally and then deploy them across all selling channels. Interactive Selling and Configuration: Helps customers to choose the products and services that best meet their business needs. Multimedia content, guided selling, configuration advice, and real-time pricing and availability empower customers with all of the information that they need to make an online purchasing decision without human intervention.

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Lesson: E-Selling

Collaborative Selling: Channel Commerce allows companies to incorporate partners into their E-Commerce strategy and enables collaborative selling across organizational boundaries. This topic will be discussed in more detail in the unit Partner Channel Management.

Figure 40: E-Selling - User Interfaces of Web Shops for B2C and B2B

SAP delivers two Web shop scenarios to build up a business-to-business (B2B) or business-to-consumer (B2C) selling scenario. The benefits of E-selling for your company and for your customers are: •

For your company: – – – – –

•

For your customers: – – – – –

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Complete integration of the CRM and fulfillment system avoids costly interfaces and leverages existing IT investments Increased sales volume through integrated marketing features Fewer errors when accepting and fulfilling orders Lower transaction costs Fewer customer service calls

Convenient buying and reliable fulfillment Fast and easy buying decisions by getting up-to-date information about products, prices, and availability Customized products Real-time order tracking Increased customer satisfaction


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Lesson: E-Selling

Exercise 3: E-Selling B2B & B2C Shop Exercise Objectives After completing this exercise, you will be able to: • Create an order in the Business-to-Consumer (B2C) Web shop • Check the order status • Create an order in the Business-to-Business (B2B) Web shop

Business Example Navigate through a Business-to-Consumer (B2C) Web shop and a Business-to-Business (B2B) Web shop as a customer and create orders.

Task 1: In the first task, you navigate through a Business-to-Consumer (B2C) Web shop as a customer and create an order. 1.

Start the B2C Web shop scenario. Access the Web shop by following the link in your E-mail of the marketing campaign (or use the link to access the Web shops B2C within the transaction ZLINKS). Select the Web shop PC4YOU_EN (for the english version of the course) or the Web shop PC4YOU_DUS (for the german version of the course). Are special offers displayed in the shop?

2.

Add one piece of Notebook Professional 15 to the shopping basket. Also search for the Easy Hand V handheld and add it to the shopping basket. Then navigate to the shopping basket. Add suitable accessories for your notebook (such as a leather bag) to the shopping basket.

3.

Go to the checkout and log on. The E-mail address for Sandra ##Turner is: CRM-##[email protected] and the password is welcome (Enter your group number instead of ##). Note: If you are asked to change the password enter welcome as the old password and assign a new password.


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4.

Follow the procedure and order the shopping basket. Check the print version of the order and note the order number.

5.

Check the status of this order.

6.

Are any personal product recommendations displayed for you? Path: Home → Get Personalized Recommendations

7.

Enter a new profile with the following values. Data

Data Value

Area of usage

Internet

User group

Beginner

Pref. contact channel

E-Mail

Task 2: Now you navigate through a Business-to-Business (B2B) Web shop as a contact person for a registered customer (enterprise) and order 10 notebooks. 1.

Logon to the Web shop of the B2B scenarios with user “233” and password “welcome”. Select the Web shop PC4BIZ_EN (for the english version of the course) or the Web shop PC4BIZ_DUS (for the german version of the course).


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2.

What transactions can you search for in the Web shop?

3.

Which two options do you have for creating an order in the B2B scenario?

4.

Use the fast order entry (without navigating through the catalog) to create an order for 10 pieces of Notebook Professional 15 (HT-1010) items. Enter the description Notebooks Gr. ## (## stands for your group number). Order the shopping basket and note the order number.


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Solution 3: E-Selling B2B & B2C Shop Task 1: In the first task, you navigate through a Business-to-Consumer (B2C) Web shop as a customer and create an order. 1.

Start the B2C Web shop scenario. Access the Web shop by following the link in your E-mail of the marketing campaign (or use the link to access the Web shops B2C within the transaction ZLINKS). Select the Web shop PC4YOU_EN (for the english version of the course) or the Web shop PC4YOU_DUS (for the german version of the course). Are special offers displayed in the shop? Answer: Yes, there are current offers (such as Flat Future, Notebook Professional 15) displayed in the Web shop.

2.

Add one piece of Notebook Professional 15 to the shopping basket. Also search for the Easy Hand V handheld and add it to the shopping basket. Then navigate to the shopping basket. Add suitable accessories for your notebook (such as a leather bag) to the shopping basket. a)

3.

You can select the notebook from the special offers. You can find the handheld device using either the search field Find Product or by navigation in the catalog (Computer → Handhelds). The leather bag is shown as an accessory in the shopping basket.

Go to the checkout and log on. The E-mail address for Sandra ##Turner is: CRM-##[email protected] and the password is welcome (Enter your group number instead of ##). Note: If you are asked to change the password enter welcome as the old password and assign a new password. a)

4.

Follow the procedure and order the shopping basket. Check the print version of the order and note the order number. Answer: Select the Invoice payment method, select the button Continue and accept (select) the General Terms and Conditions. Close the order transaction by ordering (choose button Order). Display the print version of the order and note the order number.


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Lesson: E-Selling

5.

Check the status of this order. Answer: Select My Account → My Orders → Open Orders. The status of the order is OPEN.

6.

Are any personal product recommendations displayed for you? Path: Home → Get Personalized Recommendations Answer: No personal product recommendations are displayed. You first have to enter a profile and this profile must match a target group that was created for the product recommendations.

7.

Enter a new profile with the following values. Data

Data Value

Area of usage

Internet

User group

Beginner

Pref. contact channel

E-Mail

a)

Select My Account → Personal Details → My Profile and enter the parameters. Finally save your data.

Task 2: Now you navigate through a Business-to-Business (B2B) Web shop as a contact person for a registered customer (enterprise) and order 10 notebooks. 1.

Logon to the Web shop of the B2B scenarios with user “233” and password “welcome”. Select the Web shop PC4BIZ_EN (for the english version of the course) or the Web shop PC4BIZ_DUS (for the german version of the course). a)

2.

Use transaction ZLINKS to select the B2B Web shop.

What transactions can you search for in the Web shop? Answer: E.g. orders, order items, quotations, quotation items, order template items, contracts, invoices


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Which two options do you have for creating an order in the B2B scenario? Answer: a) You can navigate through the product catalog similar to the B2C scenario. b) You can skip the catalog by using the fast order entry in the New transaction step.

4.

Use the fast order entry (without navigating through the catalog) to create an order for 10 pieces of Notebook Professional 15 (HT-1010) items. Enter the description Notebooks Gr. ## (## stands for your group number). Order the shopping basket and note the order number. Answer: Choose the link Create New Order within the New Transaction block and enter 10 in the Quantity field and HT-1010 in the Product field. Enter Notebooks Gr. ## (## stands for your group number) in the field Your Description. Order the shopping basket and note the order number.

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Lesson: E-Selling

Lesson Summary You should now be able to: • Explain the processes and functionality within SAP CRM E-Selling.

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Lesson: E-Service Lesson Overview This lesson explains the processes and functionality within SAP CRM E-Service.


Explain the processes and functionality within SAP CRM E-Service.

Business Example

Figure 41: E-Service - Overview

With E-Service companies can: • • •

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Reduce call center volumes and customer support => Employees focus on value-adding activities Reduce transaction costs of service by supporting self-service access for customers Improve customer convenience and satisfaction


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Lesson: E-Service

Knowledge Management: Enables customers to research and resolve their own service problems without involving customer-service representatives. Customers can browse Frequently Asked Questions (FAQs) linked to specific products or search for answers using natural language Request Management: Provides Internet customers with a tool to create and update service requests, and to check their status. Customers can use this to select the most convenient appointment time for a field service visit. Live Customer Support: Allows organizations to provide immediate assistance to customers using the Web site. Customers can choose to chat, co-browse, E-mail or submit a call-back request. Customer Self-Service: Provides customers with self-service for customer information and maintenance tools. Customers can register for user accounts and update their personal account information. Installed Base Management: Enables online customers to manage their current portfolios of purchased products. Customers can also initiate service requests for selected products or installations through complete, personalized views of their purchases. Complaints and Returns: Allows customers to create, maintain, and track their own complaints and returns. Billing and Payment: Provides customers with online access to account status – including invoices, contracts, rebates, and billing status. Customers can also pay invoices online.

Figure 42: E-Service - User Interface

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As in the E-selling section, SAP CRM enables you to build up a business-to-business (B2B) and/or business-to-consumer (B2C) scenario for your E-service. The benefits of E-service for your company and for your customer are: •

For your company: – – – –

•

For your customers: – – –

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Leverage an organizations existing infrastructure investments in SAP Gain better insight into customer base (purchased products and installation details) Lower cost of providing service Improve customer satisfaction and increase customer loyalty

Easy access to information and service processes Immediate, personalized service Convenient, 24 x 7 access


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Lesson: E-Service

Lesson Summary You should now be able to: • Explain the processes and functionality within SAP CRM E-Service.

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Lesson: E-Marketing Lesson Overview This lesson explains the processes and functionality in SAP CRM E-Marketing.


Explain the processes and functionality in SAP CRM E-Marketing.

Business Example

Figure 43: E-Marketing - Overview

Catalog Management: Provides a product catalog that contains product descriptions, multimedia objects, pricing, and other documents. The catalog enables customer access to up-to-date and personalized product and availability information over the Internet. Content Management: Supports personalized content for customers in the customer portal. Supports both structured and unstructured content and allows customers to subscribe to topics of interest to tailor their own content.

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Lesson: E-Marketing

Personalization: Allows organizations to dynamically personalize their customers Internet experiences. Web experiences and content are tailored based on company-defined criteria: for example, customers previous purchases, orders, and predefined buying preferences. Campaign Management: Enables organizations to control and manage the E-Marketing campaign process including design, execution, coordination, optimization, and monitoring. Companies can create targeted, personalized Web and E-mail marketing campaigns and monitor profitability. Customer Segmentation: Allows organizations to manage target groups of customers with common interests or characteristics for more effective marketing. Customer segmentation can occur based on company-defined criteria, including stated preferences in a Web survey, click stream behavior and past purchases.

Figure 44: Web Channel Manager Role

With the Web Channel Manager Role customers have a single point of entry to administrate all the relevant tasks in this environment like maintaining product catalogues, web shops etc.

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Figure 45: SAP CRM E-Commerce: Deployment Modes

SAP gives organizations a choice of deployment options to best meet their business needs and grow over time. SAP E-Commerce capabilities can be deployed standalone against SAP ERP without the need for CRM. This is a great option for companies who want to get and running quickly and arent ready to make a full CRM solution decision but its on their roadmap. Enhancements by upgrading from E-Commerce for SAP ERP to E-Commerce with SAP CRM (SAP CRM Web Channel) include: • • • • • • •

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Marketing & personalization (including cross/up selling, related accessories, bestseller lists) Rule-based ATP check with SAP SCM Superuser concept Contract release order Guided selling E-Service (Internet Customer Self-Service) Live customer support (Live Web Collaboration)


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Lesson: E-Marketing

Lesson Summary You should now be able to: • Explain the processes and functionality in SAP CRM E-Marketing.

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Unit Summary

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Unit Summary You should now be able to: • Explain the processes and functionality within SAP CRM E-Selling. • Explain the processes and functionality within SAP CRM E-Service. • Explain the processes and functionality in SAP CRM E-Marketing.

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Unit 5 SAP CRM Partner Channel Management Unit Overview This unit describes the concept and building blocks of SAP CRM Partner Channel Management. Additionally, it will be explained how to carry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal.

Unit Objectives After completing this unit, you will be able to: •

• • • • •

Explain the concept of SAP CRM Partner Channel Management which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end-customers. Describe the building blocks of SAP CRM Partner Channel Management in particular with regard to the various user interfaces and functional areas. Carry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal. Describe the roles and associated portals in SAP CRM Partner Channel Management. Describe the functional area of Channel Commerce within SAP CRM Partner Channel Management. Explain the processes and functionality of Channel Marketing Funds.

Unit Contents Lesson: SAP CRM Partner Channel Management Overview.............. 90 Lesson: Roles in SAP CRM Partner Channel Management ............... 96 Exercise 4: Lead Management (Channel Manager & Partner Manager) ................................................................................. 99 Lesson: Channel Commerce ..................................................106 Exercise 5: Collaborative Showroom ...................................109 Lesson: Channel Marketing Funds ........................................... 114

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SAPCRM

Lesson: SAP CRM Partner Channel Management Overview Lesson Overview This lesson explains the concept of SAP CRM Partner Channel Management.


• •

Explain the concept of SAP CRM Partner Channel Management which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end-customers. Describe the building blocks of SAP CRM Partner Channel Management in particular with regard to the various user interfaces and functional areas. Carry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal.

Business Example

Figure 46: Case Study: SAP CRM Partner Channel Management

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Lesson: SAP CRM Partner Channel Management Overview

Our company also explores an indirect sales channel. As the Channel Manager, you access the Channel Manager Portal, create leads, and dispatch them to partners. As a partner, you access the Partner Portal, accept and qualify leads, and start the lead-to-order process.

Figure 47: Partner Channel Management in SAP CRM - Capabilities

Channel partners are becoming increasingly important, because for many organizations, a growing percentage of their revenue is being driven or influenced by indirect partners. So to achieve corporate financial goals, organizations need to streamline their indirect channel operations and efficiently interact with their partners. Partner Channel Management is more than a point solution: • •

With Partner Channel Management web channel capabilities are made available for channel partners. In addition, traditional CRM capabilities across sales, service, marketing and analytics have been extended out to partners.

Partner Channel Management was first available in Release SAP CRM 3.1. With Release SAP CRM 4.0 industry specific solutions within Partner Channel Management has been integrated.

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Key functions performed by a channel: • • •

Information flow: Outward information about the suppliers offering and inward flow about customers needs Logistics: Ensuring physical movement of suppliers product to the end customer and vice-versa, if required Value Added Services: Services that augment suppliers products, e.g. financing, customization, after sales parts and services

Figure 48: Structure of the Indirect Channel

Reasons for companies (or brand owners) to use channel business models: •

•

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With a network of channel partners, companies have greater influence geographically and by market segment. Companies can sell to partners or collaborate with partners to provide services to customers in different regions and industries. Companies can drastically lower their cost of sales and service by leveraging channel partners. Since brand owners do not employee partners or pay for their operations, the transaction costs for brand owners are much lower.


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Examples of channel structures: •

•

•

High tech: Manufacturers sell to distributors, original equipment manufacturers (OEMs), or large retailers. Distributors, in turn, sell to resellers or retailers. With a multi-level channel, manufacturers cannot inspect the businesses of end customers or even partners. Automotive: Manufacturers or OEMs sell through dealers, independent dealers, and importers who, in turn, sell to end customers and provide services for them. Independent service centers also provide services to end customers. Telecommunications: Telecommunications companies sell products and manage contracts through independent dealers and branches who, in turn, sell to end consumers and businesses and provide services for them.

Figure 49: Partner Channel Management - Overview

SAP CRM Partner Channel Management is a platform for organizations to effectively collaborate with and leverage channel partners to better market to, sell to and service customers. It helps organizations better manage partners, and enables partners to effectively serve their customers, resulting in a profitable and loyal partner channel. ´ Partner Channel Management solution is divided into 6 main business areas: SAPs Partner Management enables organizations to better recruit, ramp-up and manage channel partners throughout the entire partner lifecycle.

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Channel Marketing enables companies to better drive demand for products through channel partners and to engage in collaborative marketing and demand generation activities with their partners. With Channel Sales organizations can enable their partners to sell more of their products, more effectively and to optimize channel sales efforts. Channel Sales is providing SFA out to partners, including accounts, activities and opportunities. Partner Order Management optimizes online ordering processes for partners and enables organizations to incorporate partners into their eCommerce strategy and support collaborative selling across organizational boundaries – so this includes support for distributed order management scenarios. With Channel Service, companies can ensure consistent and timely service to end customers by delivering service and problem resolution capabilities to partners. Partner & Channel Analytics enables brand owners, as well as partner organizations, to gain insight into, analyze and act on channel business trends in order to build more profitable and successful business relationships. All of this functionality is delivered to partners via the partner portal and the brand owners channel employees through the channel manager portal. Partner Channel Management capabilities are fully integrated with the CRM WebClient framework.

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Lesson Summary You should now be able to: • Explain the concept of SAP CRM Partner Channel Management which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end-customers. • Describe the building blocks of SAP CRM Partner Channel Management in particular with regard to the various user interfaces and functional areas. • Carry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal.

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Lesson: Roles in SAP CRM Partner Channel Management Lesson Overview This lesson describes the roles and associated portals in SAP CRM Partner Channel Management.


Describe the roles and associated portals in SAP CRM Partner Channel Management.

Business Example

Figure 50: User Interface - Channel Manager

The Channel Manager Role is used by the brand owners employees. The Channel Manager Role is the personalized, single point of entry used to manage channel partner relationships and channel partners, collaborate with channel partners, optimize channel operations, and monitor and analyze channel sales, service, and marketing performance.

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Lesson: Roles in SAP CRM Partner Channel Management

The channel manager is responsible for managing the partner base. Tasks include: • • • • • • • •

Planning transactions over indirect channels Analyzing partner offerings and partner portfolios Procuring and introducing new partners Forwarding leads to appropriate partners Monitoring subsequent transactions for leads Monitoring and analyzing transactions over indirect channels Selecting and creating content for partners Defining products and services that various partners can sell

Figure 51: User Interface - Partner Portal

The Partner Portal serves as a user interface for employees and partners (partners are companies that, for example, sell products for the brand owner and/or provide related services for the end-customer). The Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners products. Partners are provided with the tools and information to more effectively sell to and do business with end customers. The Partner Portal supports self-service, relevant information, content, transactions, and analyses for partners.

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In general, two groups of employees access the Partner Portal: •

•

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Partner Managers: A partner manager is responsible for marketing, sales and service of the brand owners products and services at the partner company. Responsibilities include managing leads and orders. The partner manager requires access to up-to-date information and analyses, and manages the customer relationship together with the brand owner. Partner Employees: A partner employee reports to the partner manager and focuses on daily business processes such as qualifying leads, accepting stock replenishment orders for customers, providing order statuses to customers, and finding solutions or logging service requirements for any problems encountered by end customers.


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Exercise 4: Lead Management (Channel Manager & Partner Manager) Exercise Objectives After completing this exercise, you will be able to: • Create a lead as the Channel Manager. • Distribute the lead to the appropriate partner. • Accept the lead in the role of a PC4YOU partner.

Business Example You are in the role of the Channel Manager at the PC manufacturer PC4You. You have been informed that the customer Media Store is interested in 10 PCs. You want to pass on this information as a lead to your sales partner ED Systems. So you create a transaction of the type Lead. The lead contains all the important information on this business matter. In the next step you forward this lead to the partner ED Systems, who then contact the customer and further qualify the lead. Logan White is the sales representative at ED Systems, the reseller of PCs from PC4YOU. Logan White logs on directly to the system of PC4YOU. There he finds all the necessary information, including the lead previously created by you (in the role of a Channel Manager) and forwarded to ED Systems.

Task 1: In the role of a Channel Manager, create a transaction of the type Lead and forward this lead to the partner ED Systems. 1.

Log onto the CRM WebClient User Interface in the Business Role of a Channel Manager.

2.

Create a lead. (Hint: Sales Cycle → Create → Lead). Create a lead with the transaction type Lead Partner Portal. Enter the Description Lead for Group ## (## stands for your group number). Enter the Prospect Media Store (partner ID 3271). Enter 10 items of the product HT-1000. Save the lead.


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3.

What is the transaction number (transaction ID) and the current status of the lead that you just created?

4.

Forward the lead to the ED Systems partner (partner ID 300864). Do not forget to save your document again. Note: Distribution should take place by the method Manual Partner Selection.

5.

What is the current status of the lead now?

6.

You have sent the lead to ED Systems and you now want to know who the contact persons for ED Systems are. Who is the Partner Manager at ED Systems? Tip: Check the details for Partner ED Systems in Partners & Accounts area.

7.

Log off in the function of the Channel Manager and close all browser windows and sessions.


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Task 2: In the role of a Partner Manager, view the forwarded Lead and accept it. 1.

Log onto the CRM WebClient User Interface as Logan White (in the Business Role of a Partner Manager). Hint: In this special case (because taking over the role of Logan White) in the pop-up SAP NetWeaver – SAP Web Application Server log on with user WHITEL and password welcome (instead of CRM-##). This will lead you to the role and functions of Logan White as the Partner Manager at ED Systems.

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2.

In the Workflow Tasks within the Worklist of the navigation bar, look for the lead you just created and sent (Lead for group ##).

3.

Read the description and branch to the details for the lead. To get to the details, you have to choose the hyperlink in the column Associated Business Object.

4.

Go back to the Workflow Tasks and accept the lead. Finally log off in the role of Logan White.


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Solution 4: Lead Management (Channel Manager & Partner Manager) Task 1: In the role of a Channel Manager, create a transaction of the type Lead and forward this lead to the partner ED Systems. 1.

Log onto the CRM WebClient User Interface in the Business Role of a Channel Manager. a)

2.

Select the Business Role Channel Manager out of the list.

Create a lead. (Hint: Sales Cycle → Create → Lead). Create a lead with the transaction type Lead Partner Portal. Enter the Description Lead for Group ## (## stands for your group number). Enter the Prospect Media Store (partner ID 3271). Enter 10 items of the product HT-1000. Save the lead. a)

Create a lead with the transaction type Lead Partner Portal. Enter the Description Lead for Group ## (## stands for your group number). Enter the Prospect Media Store (partner ID 3271). Use the input help and search for the prospect Media Store (partner ID 3271) by entering Media* in the Name1 / Last Name field. Choose Search to start the search and then select and transfer the search result to your document. Enter 10 items of the product HT-1000. On the Products assignment block, enter HT-1000 (Notebook Basic 15) in the Product ID field and 10 in the Quantity field. Save the lead you created by choosing Save.

3.

What is the transaction number (transaction ID) and the current status of the lead that you just created? Answer: On the Lead Details assignment block within the area General Data the Transaction ID is shown. The current status of the lead is shown within the Status area on the Lead Details assignment block. The status Open can be seen in the Status field.

4.

Forward the lead to the ED Systems partner (partner ID 300864). Do not forget to save your document again. Continued on next page

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Note: Distribution should take place by the method Manual Partner Selection. a)

Select Distribute in the Header area of the Lead overview screen. Choose the Method: Manual Partner Selection and use the input help in the Channel Partner field to search for ED Systems (partner ID 300864). You can find this by entering ED* in the Name field. Choose Search to start the search, then select and transfer the search result. Choose the button Update. Select the table row within the block Leads to Be Distributed and choose the button Save and Back.

5.

What is the current status of the lead now? Answer: Status field: Dispatched to Partner

6.

You have sent the lead to ED Systems and you now want to know who the contact persons for ED Systems are. Who is the Partner Manager at ED Systems? Tip: Check the details for Partner ED Systems in Partners & Accounts area. Answer: Within the navigation area branch to Partners & Accounts. Within the block Search select Channel Partners and search for ED Systems. Select ED Systems out of the result list and branch to the Partner Contacts assignment block. Diane Drake and Logan White are listed. Logan White is the Partner Manager.

7.

Log off in the function of the Channel Manager and close all browser windows and sessions. a)

Choose Log Off and also close all other browser windows and sessions (this is required for the following task).


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Task 2: In the role of a Partner Manager, view the forwarded Lead and accept it. 1.

Log onto the CRM WebClient User Interface as Logan White (in the Business Role of a Partner Manager). Hint: In this special case (because taking over the role of Logan White) in the pop-up SAP NetWeaver – SAP Web Application Server log on with user WHITEL and password welcome (instead of CRM-##). This will lead you to the role and functions of Logan White as the Partner Manager at ED Systems. a)

2.

In the Workflow Tasks within the Worklist of the navigation bar, look for the lead you just created and sent (Lead for group ##). a)

3.

Read the description and branch to the details for the lead. To get to the details, you have to choose the hyperlink in the column Associated Business Object. a)

4.

Choose the Associated Business Object Lead for Group ## by using the hyperlink. Details of the lead are then displayed.

Go back to the Workflow Tasks and accept the lead. Finally log off in the role of Logan White. a)

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Select Worklist in the navigation bar and branch to the Workflow Tasks assignment block.

Choose the button Back. Accept the lead by selecting the hyperlink Accept Lead for group ## in the column Subject within the Workflow Tasks assignment block. Finally choose the button Execute Decision to accept the lead and also changing the status. Log off in the role of Logan White.


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Lesson Summary You should now be able to: • Describe the roles and associated portals in SAP CRM Partner Channel Management.

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Lesson: Channel Commerce Lesson Overview This lesson describes the functional area of Channel Commerce within SAP CRM Partner Channel Management.


Describe the functional area of Channel Commerce within SAP CRM Partner Channel Management.

Business Example

Figure 52: Channel Commerce

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Lesson: Channel Commerce

Channel Commerce is a functional area of SAP CRM Channel Management that enables your company to: • • • •

Incorporate channel partners into E-Commerce processes Provide channel partners with an E-Commerce platform to process customer sales Facilitate a single, consistent face to the customer over the Internet Collaborate with your partners to develop and maintain end-customer relationships

Examples: •

•

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Collaborative Showroom: The Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and marketing of products and services. The customer has a single point of access to search for and purchase products from the entire partner network. Distributed Order Management: The Distributed Order Management function of SAP CRM allows brand owners to distribute orders to partners for fulfillment.


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Exercise 5: Collaborative Showroom Exercise Objectives After completing this exercise, you will be able to: • Place an order in the Web shop in the role of an end customer and select the partner(s) you want to deliver the products.

Business Example Within the collaborative showroom scenario, a Web shop order is assigned to a partner. The partner then performs the rest of the order processing.

Task: In the role of an end customer, enter the Collaborative Showroom (Web Shop), fill the shopping basket and select a suitable partner. Order the content of the shopping basket. 1.

Enter the Collaborative Showroom via the link in transaction ZLINKS.

2.

Browse through the shop catalog (or use the Special offers area) and buy the following two products: Notebook Basic 17 and Multi Print.

3.

Navigate to the shopping basket.

4.

Search for a partner who is processing the order and choose the organization EuroCo.


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5.

Check the availability/prices of the desired items for the desired partner. Which product is not available in the range of the company EuroCo?

6.

Is this product available from other enterprises? Choose the organization that can provide the product at the earliest date. Select Lime Computers for the Multi Print so that different partners process the two order items.

7.

Order the content of the shopping basket. For the registration you use the E-mail address of Sandra ##Turner CRM-##[email protected] (## stands for your group number) with the password welcome, or you use your own e-mail address.

8.

Perform the order transaction for each of the partners. Select the Invoice payment method and accept the General Terms and Conditions. Close the order transaction by ordering.

9.

Check the order confirmation and note the two order numbers.

10. Switch to My Account and check the order status of both orders.

11. Log off.

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Solution 5: Collaborative Showroom Task: In the role of an end customer, enter the Collaborative Showroom (Web Shop), fill the shopping basket and select a suitable partner. Order the content of the shopping basket. 1.

Enter the Collaborative Showroom via the link in transaction ZLINKS. a)

2.

Browse through the shop catalog (or use the Special offers area) and buy the following two products: Notebook Basic 17 and Multi Print. a)

3.

Select the link View Shopping Basket.

Search for a partner who is processing the order and choose the organization EuroCo. a)

5.

Choose Add to Shopping Basket for the selected products.

Navigate to the shopping basket. a)

4.

Select transaction ZLINKS out of your favorites and use the link for accessing the Collaborative Showroom.

Choose the button Store Locator and search by choosing All. Select the button Choose Partner for EuroCo.

Check the availability/prices of the desired items for the desired partner. Which product is not available in the range of the company EuroCo? Answer: The Multi Print is not part of EuroCo’s assortment.

6.

Is this product available from other enterprises? Choose the organization that can provide the product at the earliest date. Select Lime Computers for the Multi Print so that different partners process the two order items. Answer: Yes, it is available from other organizations. To determine this, choose Find a new partner for this item from the Multi Print product line. On the next screen you see that the companies Lime Computers and Pacific Technologies can deliver this product. Lime Computers can deliver the product faster. Choose Lime Computers for the Multi Print so that different partners process the two order items.


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7.

Order the content of the shopping basket. For the registration you use the E-mail address of Sandra ##Turner CRM-##[email protected] (## stands for your group number) with the password welcome, or you use your own e-mail address. a)

8.

Select the button Update first and then choose the button Go To Checkout. Enter the listed E-Mail and password.

Perform the order transaction for each of the partners. Select the Invoice payment method and accept the General Terms and Conditions. Close the order transaction by ordering. a)

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Go through the ordering process and steps. Repeat this procedure for the second item.

Check the order confirmation and note the two order numbers. Answer: Select the hyperlink Display print version of order.

10. Switch to My Account and check the order status of both orders. Answer: The status for both orders is Open. Select My Orders. 11. Log off. a)

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Lesson Summary You should now be able to: • Describe the functional area of Channel Commerce within SAP CRM Partner Channel Management.

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Lesson: Channel Marketing Funds Lesson Overview This lesson briefly explains the processes and functionality of Channel Marketing Funds.


Explain the processes and functionality of Channel Marketing Funds.

Business Example

Figure 53: Channel Marketing Funds - Target

The target of Channel Marketing Funds is to extend your marketing reach and multiply your marketing dollars by leveraging your Channel Partners. Channel Marketing Funds enables brand owners to more efficiently manage and distribute marketing funds to their channel partners and to increase the effectiveness of their channel marketing expenditures.

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Lesson: Channel Marketing Funds

Channel Marketing Funds are provided by Brand Owners (e.g. manufacturers) to their Channel Partners to execute marketing activities and to allocate funds to a specific geographical area or product (groups) to go the last mile to the customer who is often anonymous for the MDF program owner. Channel Marketing Funds are a resource available to Channel Partners (e.g. distributor, VAR, dealer) to fund demand generation activities that will increase sales and generate leads and business opportunities. Channel Marketing Funds are not sales incentives (like high class golf equipments) or promotions (like a special product discount). Funds are set up based on the underlying business plan per channel partner. It will develop over time based on the actual channel partner sales performance or it is based on a given fixed amount. A fund can be related to funded initiative templates to request funded initiatives. The funded initiatives themselves may include Trade Shows, Email Campaigns, Seminars, Advertising, Joint Collateral, etc. Upon prior approvals (funded initiative, claim), Channel Partners will receive specific reimbursement for the negotiated expenses associated with the specific initiative.

Figure 54: Channel Marketing Funds - Business Process Overview

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The Channel Marketing Funds process is a highly integrated End-to-end Co-Marketing process and consists of the following steps: • • • • • • • •

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Channel manager sets up Funds Plan with Funds and MDF Program/Special Program with initiative templates Channel manager manages fund budgets Partner manager enrolls to the MDF program Partner manager checks available funds Partner manager creates initiative request (based on initiative template) Channel manager manages initiative request approval Partner executes approved initiative and creates claim request for reimbursement Channel Manager manages claim approval and settles approved amount


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Lesson: Channel Marketing Funds

Lesson Summary You should now be able to: • Explain the processes and functionality of Channel Marketing Funds.

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Unit Summary You should now be able to: • Explain the concept of SAP CRM Partner Channel Management which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end-customers. • Describe the building blocks of SAP CRM Partner Channel Management in particular with regard to the various user interfaces and functional areas. • Carry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal. • Describe the roles and associated portals in SAP CRM Partner Channel Management. • Describe the functional area of Channel Commerce within SAP CRM Partner Channel Management. • Explain the processes and functionality of Channel Marketing Funds.

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Unit 6 SAP CRM Sales Unit Overview This unit introduces the business processes supported in SAP CRM Sales and describes different business objects, elements, and functions in SAP CRM Sales.

Unit Objectives After completing this unit, you will be able to: • • • • • •

Describe the key Account and Contact Management functions of SAP CRM. Explain the key Activity Management functions of SAP CRM. Describe the key Opportunity Management functions of SAP CRM Explain the key elements and functions in Quotation & Order Management. Describe the key elements and functions in Contract Management. Describe the Incentive & Commission Management functionality of SAP CRM.

Unit Contents Lesson: Account & Contact Management ...................................120 Lesson: Activity Management .................................................124 Lesson: Opportunity Management ...........................................128 Lesson: Quotation and Order Management.................................133 Exercise 6: Creating Sales Transactions................................137 Lesson: Contract Management ...............................................144 Lesson: Additional Topics in SAP CRM Sales ..............................148

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Lesson: Account & Contact Management Lesson Overview This lesson describes the key Account and Contact Management functions of SAP CRM.


Describe the key Account and Contact Management functions of SAP CRM.

Business Example

Figure 55: Case Study: SAP CRM Sales

As a sales representative for your company, you use the various tools for your accounts: You create an opportunity after having visited a customer, perform customer-related activities, and finally turn the opportunity into a quotation. As an employee responsible for shipment, you use the SAP ERP system to complete the delivery of orders placed using the various channels, such as the E-Commerce Web shop.

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Lesson: Account & Contact Management

Figure 56: Sales Cycle and Closed-Loop CRM

Closed-loop Interaction Cycle: Provides companies with an insight into the entire customer life cycle – from the moment a lead is identified, to planning necessary tasks and activities, providing a quotation, entering an order, and finalizing and managing the billing cycle and fulfillment process. 360 Degree Visibility: SAP CRM delivers an unrivalled, comprehensive view of each sales opportunity by providing complete information about prospects, customer histories, milestones, key decision-makers, tasks, activities, and progress. Multi-Channel Optimization: Gives sales team members (regardless of their role or location), partners, and customers immediate access to all critical information ensuring an integrated and consistent experience regardless of the channel used. Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information for optimized front-office transactions.

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Figure 57: Account & Contact Management

Key Account and Contact Management functions of SAP CRM include: •

•

Quick access to key account information, including overviews of critical relationships, sales documents such as quotations and contracts, and complete customer interaction histories including inbound and outbound calls, e-mail exchanges, written correspondence, on-site visits, meetings, and presentations. A customizable fact sheet that provides important Key Performance Indicators (KPIs).

Linking master data processing and integrating transaction data in Account Management provides an ideal basis for preparing targeted and customer-oriented visits. Account and Contract Management is particularly useful for sales employees or mangers who work with the system only occasionally to prepare or postprocess their customer visits.

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Lesson: Account & Contact Management

Lesson Summary You should now be able to: • Describe the key Account and Contact Management functions of SAP CRM.

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Lesson: Activity Management Lesson Overview This lesson explains the key Activity Management functions of SAP CRM.


Explain the key Activity Management functions of SAP CRM.

Business Example

Figure 58: Activity Management

Activities can be divided into interactions (with reference to a business partner) and tasks.

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Lesson: Activity Management

Key Activity Management functions of SAP CRM include: • •

• •

•

•

•

Ability to schedule and manage simple and complex tasks Ability to define and access customer activities, including all communication transactions, such as appointments, dates, telephone calls, e-mails, letters, and meetings Seamless integration into all business transactions allowing basic functions to be used in each phase of the CRM process and sales cycle An activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on requirements, products, and services discussed. Ability to integrate many different areas of data and create surveys. For example, pharmaceutical companies could use such surveys to track the batch and product numbers of free samples offered during customer visits. Retailers, on the other hand, could record the costs of campaigns and other details. Two-way synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus Notes, ensuring that sales employees can view their CRM calendars in third-party solutions as well. Tour planning and activity scheduling can be used to select business partners and create activity proposals for them, which are immediately shown in the calendar.

Figure 59: Groupware Integration in SAP CRM

You can integrate SAP CRM Activity Management with groupware applications (such as Microsoft Outlook and Lotus Notes) to synchronize contacts and tasks in your SAP CRM calendar with your own groupware calendar. Data is exchanged

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in both directions, enabling you to call up activities and data (such as date, time, location and business partners involved) in your own office management system that you originally entered in the SAP CRM system (and vice versa). This allows you to work more quickly and effectively because you do not have to constantly refer to your CRM calendar or groupware calendar to check appointments and tasks. SAP CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+. When you create or change an activity (contact or task) in SAP CRM Activity Management, it is saved in the database as a Messaging Business Document (Bdoc) and sent to Middleware. Middleware calls adapters and sends the activity to the map box. It is then converted to iCalendar format so that it is compatible with the groupware applications. Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background without having to be triggered by the user.

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Lesson: Activity Management

Lesson Summary You should now be able to: • Explain the key Activity Management functions of SAP CRM.

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Lesson: Opportunity Management Lesson Overview This lesson describes the key Opportunity Management functions of SAP CRM.


Describe the key Opportunity Management functions of SAP CRM

Business Example

Figure 60: Opportunity Management

An opportunity is a recognized possibility for a company, for example, to sell products or services. The opportunity allows you to view sales projects from the very start and track their progress. An opportunity goes through a sales cycle that is divided into various phases. In each phase, different activities are carried out. The sales process ends with a sales order, contract, or rejection.

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Lesson: Opportunity Management

With the Opportunity Management functions of SAP CRM, sales employees can easily: • • • • • • • •

Plan sales strategies Assign and manage critical tasks and activities Identify key decision makers, influencers, and relationships Monitor competitors Promote team selling and sales coaching Predict revenue Create opportunity hierarchies to link related sales opportunities and projects Manage complex sales projects more effectively by seamlessly integrating project and resource management capabilities

Figure 61: Opportunity Management - Sales Methodology

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Key elements and functions of sales methodology in SAP CRM include: •

•

•

•

A sales assistant feature, which companies can use to guide sales employees through a structured sales process. This function also supports sales employees in planning their sales activities. With the help of the sales assistant feature, companies can manage and monitor all sales opportunity activities and provide sales representatives with recommended activities and tasks to complete during each phase of the sales process. A buying center, where users can enter information on people involved in customers decision-making processes, including endorsers, decision makers, users, assessors, and coaches. An opportunity assessment tool, which provides sale representatives with checklists with which they can qualify projects and determine the probability of closing sales. An opportunity plan, which provides a complete view into the current status and details of an opportunity.

Figure 62: Pipeline Performance Management

Pipeline Performance Management (PPM) is an interactive application to plan quotas and manage pipeline activity and presents opportunity data in context with pipeline analytics to easily identify gaps and critical opportunities.

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Lesson: Opportunity Management

Pipeline Performance Management helps sales managers and sales representatives to: • • • • •

Analyze their sales pipeline Identify gaps and critical opportunities Identify and monitor opportunity changes in the pipeline Simulate what-if scenarios Immediately trigger the right actions to resolve issues and to meet their targets

Pipeline Performance Management provides a great user experience by merging analytics and actions in one application. Four different chart types are offered: Target To Date View, Sales Pipeline View, Closing Date View and Sales Pipeline Change View. For Pipeline Performance Management SAP Business Intelligence (SAP BI) is not required.

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Lesson Summary You should now be able to: • Describe the key Opportunity Management functions of SAP CRM

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Lesson: Quotation and Order Management

Lesson: Quotation and Order Management Lesson Overview This lesson explains the key elements and functions in Quotation & Order Management.


Explain the key elements and functions in Quotation & Order Management.

Business Example

Figure 63: Quotation and Order Management - Quotation

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Basic elements and functions in Quotation Management include: •

• •

•

• • • •

Information about Existing Quotation: When you create a new sales order, the system checks whether valid quotations for the customer and the products already exist. If there is only one quotation, the system can immediately assign it to the sales order. Alternatively, it can display a list of all relevant quotations. Validity: Can be determined manually or by using a date profile at header and/or item level Completion: A quotation is completed if the validity period expires (action), if the customer rejects it, or if its status is changed (for example, if the quotation is accepted). Sales Probability: Determines how likely it is that a sales order will be initiated on the basis of the quotation. This is used to forecast sales (expected revenue). Alternative Items: Items can be combined into groups. Only one item of the group can be transferred to an order. ATP Check: Calculated according to quotation-specific ATP profile Actions: Generate actions (for example, e-mails, workflows or follow-up documents) from application data in accordance with an action definition. Distribution: Quotations that are created in SAP CRM can be transferred to SAP ERP. These quotations can then be converted into orders in SAP ERP but not in SAP CRM. Quotations managed in SAP ERP are distributed to SAP CRM for information purposes. An error-free quotation created in SAP CRM is copied to SAP CRM Mobile Sales. A quotation created in SAP CRM Mobile Sales is copied to SAP CRM.

Figure 64: Quotation and Order Management - Sales Order

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Important functions in Customer Order Management include: •

•

•

•

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Execution of Credit Check: The SAP CRM system uses a Remote Function Call (RFC) to call SAP ERP or another system in which the credit check is performed. SAP CRM displays the overall credit status in the header, sets the credit status at item level, and enters corresponding messages in the application log. If the credit limit has been exceeded, further processing is prevented by the status “Credit Limit not OK”. Use of Payment Cards: You can define payment card data in the Business Partner master data and then easily enter it in the sales document. In a sales transaction for which payment is made with a payment card, the system carries out an authorization check with a clearing house. The settlement with the clearing house is executed in the ERP system. Availability Check: The following options are supported: the availability check of products in SAP SCM; the rule-based availability check in SAP SCM; the availability check in SAP ERP; and product availability information in SAP SCM or SAP ERP. Product Listing and Exclusion (PPRs): A partner/product range (PPR) is a combination of business partners and products that is valid in predefined scenarios for a specific time. Explosion of Structured Products: Single-level explosion of structured products in sales transactions.


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Exercise 6: Creating Sales Transactions Exercise Objectives After completing this exercise, you will be able to: • Create various sales transactions

Business Example You have a chance to sell notebooks to a customer and want to use the sales methodology to create a sales document of the type Opportunity. Later on, you want to convert this opportunity into a quotation. The quotation is accepted by your customer and results in a follow-up order.

Task 1: Log on to the CRM WebClient User Interface in the role of a Sales Professional and create various sales transactions. 1.

Use the sales methodology (transaction type Sales Methodology) to create an opportunity. Enter the following data: Description: ##Opportunity Prospect: ##Turner Sales stage: Identify opportunity Exp. Sales Vol: 20,000 USD Closing Date: end of this year Enter the product HT-1010 and the quantity 10. Press ENTER, save the opportunity, and note the transaction number

2.

Create a follow-up activity using the Sales Assistant. Open the opportunity that you just created and choose the Sales Assistant (via button More in the header area of the screen). Mark and activate the action Gather Information on Customer. Save the opportunity. Go to the Planned Activities assignment block. Check that there is a task as a follow-up document. Continued on next page

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Task 2: Create a quotation as a follow-up transaction for the opportunity. 1.

Choose the button Create Follow-Up in the header area of the opportunity. Within the Web Page Dialog screen, choose transaction type Sales Quotation: Quotation (–> Order). On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation. Save the quotation and note the transaction number. Go to the Transaction History assignment block and check the information concerning the preceding documents.

2.

Check if the quotation has been transferred to the ERP system.

Task 3: Now create an order as a follow-up transaction for the quotation. 1.

Choose the button Create Follow-Up in the header area of the quotation. Within the Web Page Dialog screen, choose transaction type Sales Order: Telesales. On the Select Items – Web Page Dialog screen select the item and transfer it to the sales order. Save the order and note the transaction number.


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2.

Branch into the search result screen for sales orders to check if the order has been transferred to the ERP system.

3.

Log off in the role of a sales professional.


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Solution 6: Creating Sales Transactions Task 1: Log on to the CRM WebClient User Interface in the role of a Sales Professional and create various sales transactions. 1.

Use the sales methodology (transaction type Sales Methodology) to create an opportunity. Enter the following data: Description: ##Opportunity Prospect: ##Turner Sales stage: Identify opportunity Exp. Sales Vol: 20,000 USD Closing Date: end of this year Enter the product HT-1010 and the quantity 10. Press ENTER, save the opportunity, and note the transaction number Answer: Within the navigation bar select Sales Cycle. Go to the hyperlink for creating an Opportunity. In the Select Transaction Type - Web Page Dialog screen select transaction type Sales Methodology. Enter the following data: Prospect: ##Turner Description: ##Opportunity Sales stage: Identify opportunity Exp. Sales Vol: 20,000 USD Closing Date: (for example, 12/31/2010) Enter the product HT-1010 and the quantity 10. If a partner selection screen comes up, select the first partner out of this list (mark the relevant partner and select the button Choose). Press ENTER, save the opportunity, and note the transaction number.

2.

Create a follow-up activity using the Sales Assistant.


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Open the opportunity that you just created and choose the Sales Assistant (via button More in the header area of the screen). Mark and activate the action Gather Information on Customer. Save the opportunity. Go to the Planned Activities assignment block. Check that there is a task as a follow-up document. a)

Open the opportunity that you just created and choose the Sales Assistant (via button More in the header area of the screen). Mark the entry for Gather Information on Customer and choose Activate in the header area of this block. Select the button Back to branch to the opportunity overview screen again. Save the opportunity. Go to the Planned Activities assignment block. Your just created task (out of the sales assistant) should appear.

Task 2: Create a quotation as a follow-up transaction for the opportunity. 1.

Choose the button Create Follow-Up in the header area of the opportunity. Within the Web Page Dialog screen, choose transaction type Sales Quotation: Quotation (–> Order). On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation. Save the quotation and note the transaction number. Go to the Transaction History assignment block and check the information concerning the preceding documents. Answer: Choose the button Create Follow-Up in the header area of the opportunity. Within the Web Page Dialog screen, choose transaction type Sales Quotation: Quotation (–> Order). On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation. Mark the entry out of the list and select the button Choose. Save the quotation and note the transaction number. Go to the Transaction History assignment block and check the information concerning the preceding documents. The opportunity appears as a preceding document in the history.

2.

Check if the quotation has been transferred to the ERP system. Answer: No, quotations that were created in SAP CRM are not transferred to the ERP system by default.


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Task 3: Now create an order as a follow-up transaction for the quotation. 1.

Choose the button Create Follow-Up in the header area of the quotation. Within the Web Page Dialog screen, choose transaction type Sales Order: Telesales. On the Select Items – Web Page Dialog screen select the item and transfer it to the sales order. Save the order and note the transaction number. Answer: Choose the button Create Follow-Up in the header area of the quotation. Within the Web Page Dialog screen, choose transaction type Sales Order: Telesales. On the Select Items – Web Page Dialog screen select the item and transfer it to the sales order. Mark the entry out of the list and select the button Choose. Save the order and note the transaction number.

2.

Branch into the search result screen for sales orders to check if the order has been transferred to the ERP system. Answer: Within the navigation area select Sales Cycle and search for Sales Orders. Enter your just created document number and select Search. Yes, the order created in SAP CRM is transferred as a replicated document to the ERP system and is available there for further logistical processing (such as delivery, picking, or goods issue). You can identify this within the search result list in the column User Status (Status Distributed Open).

3.

Log off in the role of a sales professional. a)

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Lesson Summary You should now be able to: • Explain the key elements and functions in Quotation & Order Management.

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Lesson: Contract Management Lesson Overview This lesson describes the key elements and functions in Contract Management.


Describe the key elements and functions in Contract Management.

Business Example

Figure 65: Contract Management

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Lesson: Contract Management

Important elements of contracts include: •

• • • •

Authorized Partners: business partners, other than the original sold-to party, who may release products from a contract. You can create a list of individual, authorized partners, enter one or more group hierarchies, or use a combination of both. Pricing Agreements: Can be defined at header or item level Deadlines Cancellation Completion Rules

Integration of contracts between SAP ERP and SAP CRM: •

• • • •

Contracts usually apply on a long-term basis. Customers who want to use SAP CRM as their main contract management system can transfer contracts from the SAP ERP system to the SAP CRM system. You can execute an initial data transfer to replicate all existing SAP ERP contracts to SAP CRM. New or changed contracts are then transferred automatically from the ERP system to the CRM system. In this way you can display contracts from SAP ERP in the SAP CRM system and release products from these contracts. Contracts are continually updated with the correct released quantities or values in both systems.

Figure 66: Sales Order Scenario in SAP CRM and SAP ERP

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Even transactions with errors can be saved in the SAP CRM system and are available for further processing. Sales orders can be transferred to the SAP ERP system only if they have been processed completely and without error. From the distribution status of the transaction in the SAP CRM system, you can see whether the transaction is relevant for distribution and, if so, whether it was successfully distributed to SAP ERP. Once the delivery has been made in the SAP ERP system, you can check it by viewing the delivery status of the order in the SAP CRM system. After successful billing, the relevant billing status is set.

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Lesson: Contract Management

Lesson Summary You should now be able to: • Describe the key elements and functions in Contract Management.

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Lesson: Additional Topics in SAP CRM Sales Lesson Overview This lesson introduces additional functions in SAP CRM Sales, in particular Incentive & Commission Management.


Describe the Incentive & Commission Management functionality of SAP CRM.

Business Example

Figure 67: Incentive & Commission Management

The Incentive and Commission Management (CRM-ICM) business scenario delivers an incentive management application, administration interface, and end-user interface. Planning administrators can use the application to create complex compensation plans and manage these after implementation. In this way, organizations can adapt incentive programs quickly and dynamically to the changing conditions of today's business environment. Sales staff can easily track their current performance and model potential commission from their sales

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Lesson: Additional Topics in SAP CRM Sales

pipelines. Being able to project the amount of commission themselves allows sales staff to identify the opportunities that ensure that both personal goals and corporate objectives are achieved. Offers an effective tool for efficient sales administration: • • •

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Commission can be calculated at a transaction level (a unique attribute of SAPs solution). Complex calculation schemes and various parameters can be taken into account when calculating incentives. Centralizes processing of data from different operational areas, since Incentive and Commission Management can centralize all data related to incentive management especially in industries with multiple and heterogeneous legacy systems. Up-to-date visibility of the compensation status at any time, both for the compensated work force (Sales Manager and Sales Representative) and for management.


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Lesson Summary You should now be able to: • Describe the Incentive & Commission Management functionality of SAP CRM.

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Unit Summary

Unit Summary You should now be able to: • Describe the key Account and Contact Management functions of SAP CRM. • Explain the key Activity Management functions of SAP CRM. • Describe the key Opportunity Management functions of SAP CRM • Explain the key elements and functions in Quotation & Order Management. • Describe the key elements and functions in Contract Management. • Describe the Incentive & Commission Management functionality of SAP CRM.

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Unit 7 SAP CRM Interaction Center Unit Overview This unit explains the Interaction Center framework and components and how to process incoming calls using the knowledge search in the Interaction Center. Additionally, the supported processes and functions of Interaction Center Management are introduced.


Explain the Interaction Center framework and components. Process incoming calls using the knowledge search in the Interaction Center. Describe the functions of Interaction Center Management.

Unit Contents Lesson: Interaction Center Agent Functionalities...........................154 Exercise 7: IC WebClient – Service......................................159 Lesson: Interaction Center Management ...................................166

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Lesson: Interaction Center Agent Functionalities Lesson Overview This lesson explains the Interaction Center framework and components as well as the Interaction Center Agent functionality.


Explain the Interaction Center framework and components. Process incoming calls using the knowledge search in the Interaction Center.

Business Example

Figure 68: Case Study: SAP CRM Interaction Center

As an Interaction Center Agent, you receive an incoming phone call from a Web shop customer who is having problems with his notebook that was delivered. In a first step you use the knowledge search to propose a solution for the customer. If necessary, you create a service ticket and arrange an appointment for the customer with one of our service representatives. In addition, you work on a call list as part of a marketing campaign.

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Lesson: Interaction Center Agent Functionalities

Figure 69: Interaction Center: Layout and Components

The scratch pad allows agents to write down notes that can be added to the business documents at any time. Account information shows the most relevant information about the current interaction, such as the customers name and company. The alerts generated by the alert modeler are displayed for the agents (for example, automatic suggestions or reminders). Communication information shows information from the Communication Management Software, such as talk time, automatic number identification, agent status, and queue status. The tool bar contains push buttons for the telephony functions. In the work area, you can process business transactions (such as sales and service orders), start call lists and interactive scripts, or perform a detailed search for business partners, products, and transactions in the customer's interaction history. The navigation area enables agents to start transactions and navigate between different screens.

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Figure 70: Interaction Center: Configuration

The Interaction Center supports all the CRM strategies, such as: • • •

Sales: processing of sales transactions, opportunities, product proposals Service: E-mail processing and workflow, solution database, service transactions Marketing: campaigns, call lists, product proposals

The Interaction Center also supports communication over a number of communication channels: • •

Telephone: incoming and outgoing calls, routing, call lists, CTI (Computer Telephony Integration) connection E-mail, fax, SMS

You can control which of these functions are used by individual agents, agent groups, or entire call centers by assigning individually configured profiles.

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Figure 71: Telemarketing, Telesales, and Teleservice

In telemarketing, marketing campaigns are carried out by coordinating call lists and scripts with agents and outbound dialers. Scripts and surveys are used to guide agents through interaction with business partners. The qualification of leads is also supported. Telesales includes processing both incoming and outgoing orders. This is supported by product suggestions, such as Top-n Products and Cross-Selling. Customer Service enables help desks to manage cases and complaints for customer service & support situations. The SAP CRM Interaction Center provides a complete range of service functions for processing customer requests. • •

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The knowledge search helps agents to find a solution and forward it to customers by phone, E-mail, or chat. Complaints and service orders also include the warranty search. Complaint management allows you to trigger follow-up actions like return processing and in-house repair, subsequent deliveries free of charge, and credit memos. Agents can check entitlements, understand what products and services the customer has, and schedule appointments based on time preferences of the customer, and the qualifications and availability of service representatives.


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Figure 72: Knowledge Search

The Knowledge Search uses the problem description given by the customer by phone, fax, E-mail, or chat. This text is then used to search for suitable solutions that can be passed on to the customer. The knowledge search can also be used by customers and field sales representatives, and as an Internet self-service. To illustrate the knowledge search, this slide uses a customer inquiry that is mailed to the Interaction Center. •

•

•

• •

158

The knowledge search uses the entire text of the E-mail. The agent can optimize the search by reducing the text to the relevant parts. The text is automatically matched with the problems saved in the database. The text search also contains a phonetic search. The agent can enhance or restrict the range of the text search by assigning the problem to predefined categories. An unlimited number of categories and attributes can be freely defined as a hierarchical system. Solutions are assigned to the problems determined in the database. Consequently, the agent receives a list of search results containing symptoms and solutions ordered by their relevancy to the texts and attributes. The agent selects one or more solution proposals, copies them, and inserts them in the E-mail reply to the customer. Feedback from the customer and/or agent is used to continually optimize the search for a solution.


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Exercise 7: IC WebClient – Service Exercise Objectives After completing this exercise, you will be able to: • Process an incoming telephone call in the Interaction Center Web Client

Business Example A business partner calls the Interaction Center because he is having problems with a notebook that he bought a few days before on the Internet. You use the information search to find a solution to the customer's problem.

Task 1: Start the Interaction Center. Log on to the CRM WebClient User Interface in the role of an Interaction Center agent. Hint: Select the Business Role Default IDES IC AGENTS.

Task 2: A call arrives from the business partner ##Turner. 1.

Select Account Identification in the navigation bar.

2.

Enter ##Turner in the Account field and press ENTER (or choose the button Search Account). Optional: You can also search the account by entering the Transaction ID of the sales order created in the Web Channel.

3.

Confirm the identified business partner. The interaction history will be displayed automatically

Task 3: The business partner ordered a notebook on the Internet a few days ago. ##Turner tells you that the notebook sometimes output the error “Error message 190” for no reason and then shut down. Use the knowledge search to find a solution to the customer's problem. 1.

Select Knowledge Search in the navigation bar.

2.

Enter Error message 190 in the field for the search terms and choose Search.


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The search result is displayed on the right side of the screen. The first solution assumes that the battery is empty and suggests connecting the notebook to the mains supply. ##Turner wants to try this solution and call back if it does not solve the problem. Hint: Verify that in the field Knowledge Base the entry for Solution Database is selected.

Task 4: The phone call with Sandra Turner is now finished, but now you want to document the incoming call and the suggested solution. 1.

Set the indicator for the solution and choose Add to Cart.

2.

To document the incoming call as well as the suggested solution select Interaction Record in the navigation bar. In the Activity clipboard of the contact data, you can see the business partner and the solution you suggested to her.

3.

Enter the following data in the contact data: Description: Notebook problem ##Turner Notes: Customer will test suggested solution and call back if it does not solve the problem.

4.

Now you can select End (function button at the top of the screen). In this way you save the incoming call as an interaction data record and the suggested solution is stored in the interaction data overview. If the customer calls again because of the same problem, every agent can find the call and the suggested solution already recorded in the customer’s interaction history.

Task 5: Your customer calls again in the Interaction Center because the suggested solution has not solved the problem. So as an Interaction Center agent you prepare a service process for the repair of the notebook. 1.

Another call arrives from your business partner ##Turner. Identify the account again and look at the interaction history to allocate the information regarding the suggested solution from the call before.

2.

Because the suggested solution has not solved the problem of ##Turner in the next step as the Interaction Center agent you create a Service Process. To categorize the problem select Personal Computer in the Category 1 field. Additionally enter Service ##Turner as description for this transaction. Continued on next page

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3.

In the Notes block maintain the following text as Problem Description: Notebook HT-1010.

4.

Save the Service Process and note the transaction number. End the call and close your Interaction Center Business role.


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Solution 7: IC WebClient – Service Task 1: Start the Interaction Center. Log on to the CRM WebClient User Interface in the role of an Interaction Center agent. Hint: Select the Business Role Default IDES IC AGENTS.

Task 2: A call arrives from the business partner ##Turner. 1.

Select Account Identification in the navigation bar. a)

2.

Within the navigation bar branch to the Account Identification area.

Enter ##Turner in the Account field and press ENTER (or choose the button Search Account). Optional: You can also search the account by entering the Transaction ID of the sales order created in the Web Channel. a)

3.

Enter ##Turner in the field Account and start the search.

Confirm the identified business partner. The interaction history will be displayed automatically a)

Select the button Confirm. The last interactions of your business partner will be displayed.

Task 3: The business partner ordered a notebook on the Internet a few days ago. ##Turner tells you that the notebook sometimes output the error “Error message 190” for no reason and then shut down. Use the knowledge search to find a solution to the customer's problem. 1.

Select Knowledge Search in the navigation bar. a)

2.

Within the navigation bar branch to the Knowledge Search area.

Enter Error message 190 in the field for the search terms and choose Search.


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The search result is displayed on the right side of the screen. The first solution assumes that the battery is empty and suggests connecting the notebook to the mains supply. ##Turner wants to try this solution and call back if it does not solve the problem. Hint: Verify that in the field Knowledge Base the entry for Solution Database is selected. a)

Within the field Search Terms enter Error message 190 and press the Search button.

Task 4: The phone call with Sandra Turner is now finished, but now you want to document the incoming call and the suggested solution. 1.

Set the indicator for the solution and choose Add to Cart. a)

2.

Mark the first entry of the Solution Database result list and choose the button Add to Cart.

To document the incoming call as well as the suggested solution select Interaction Record in the navigation bar. In the Activity clipboard of the contact data, you can see the business partner and the solution you suggested to her. a)

3.

Branch to the Interaction Record area.

Enter the following data in the contact data: Description: Notebook problem ##Turner Notes: Customer will test suggested solution and call back if it does not solve the problem. a)

4.

Enter the description in the field Description and additionally maintain the listed text in the Notes block.

Now you can select End (function button at the top of the screen). In this way you save the incoming call as an interaction data record and the suggested solution is stored in the interaction data overview. If the customer calls again because of the same problem, every agent can find the call and the suggested solution already recorded in the customer’s interaction history. a)

Select the button End in the Tool bar.


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Task 5: Your customer calls again in the Interaction Center because the suggested solution has not solved the problem. So as an Interaction Center agent you prepare a service process for the repair of the notebook. 1.

Another call arrives from your business partner ##Turner. Identify the account again and look at the interaction history to allocate the information regarding the suggested solution from the call before. a)

Enter ##Turner in the Account field and press ENTER (or choose the button Search Account). Select the button Confirm. Check the Last Interactions. Your previously created interaction record (Notebook problem ##Turner) should be displayed.

2.

Because the suggested solution has not solved the problem of ##Turner in the next step as the Interaction Center agent you create a Service Process. To categorize the problem select Personal Computer in the Category 1 field. Additionally enter Service ##Turner as description for this transaction. a)

3.

In the Notes block maintain the following text as Problem Description: Notebook HT-1010. a)

4.

Select Service Tickets in the Navigation bar and choose Service Process as transaction type. Enter Service ##Turner in the field Description and select Personal Computer out of the list in the Category 1 field.

Branch to the Notes block and maintain the text.

Save the Service Process and note the transaction number. End the call and close your Interaction Center Business role. Answer: Select the button Save to save your Service Process and choose the button End in the top of the screen. Close the browser window to end your task as an Interaction Center agent. Finally log off in the role of an Interaction Center Agent.

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Lesson Summary You should now be able to: • Explain the Interaction Center framework and components. • Process incoming calls using the knowledge search in the Interaction Center.

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Lesson: Interaction Center Management Lesson Overview This lesson describes the functions of Interaction Center Management.


Describe the functions of Interaction Center Management.

Business Example

Figure 73: Interaction Center Management: Tasks

The main task of the Interaction Center Management is to guide the Interaction Center Agents. This is supported by the following components: Interactive Scripting is a function in the Interaction Center that allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance during customer interactions.

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Lesson: Interaction Center Management

Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customer's response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the IC. Interactive scripting makes agents' interactions with customers more consistent, which in turn improves the quality of a company's customer interactions. E-Mail Response Management System (ERMS) is a tool for managing large amounts of incoming e-mail. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail. There are several automated activities that reduce the need for manual intervention by interaction center agents, thus substantially increasing efficiency and processing accuracy, by helping agents to process e-mail in less time and allowing them to provide the same quality response regardless of agent skill level. ERMS provides tools for agents to efficiently and consistently respond to messages, and for managers to administer, monitor, and report on the whole e-mail process. SAP delivers preconfigured ERMS settings and functions that you can extend using custom coding. Intent-Driven Interaction (IDI) supports rule-based agent guidance and ensures that customer interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible IC events.

Figure 74: Interactive Scripting

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Interactive scripting helps the agents in their communication with business partners. Agents can select and call these scripts manually. Scripts can also be linked to marketing campaigns so that when calls are made in connection with a certain campaign, the script opens automatically. Scripts can also be launched automatically driven by events. The script provides question and answer alternatives, which the agents can use during their conversations with the customer. The script can call up specific transactions, depending on the customer's answer. Thus the script can, for example, branch to the processing of sales orders. The conversation is saved as a history. This enables the agent to access information on the customer's previous answers during the conversation. The conversations can also be evaluated statically and used by Marketing to distribute the business partners to target groups.

Figure 75: Intent-Driven Interaction (IDI)

Intent-Driven Interaction (IDI) ensures that customer interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible Interaction Center events. First of all Interaction Center Events have to be defined in Customizing (based on User Interface elements like buttons and Drop Down List boxes). Within the Rule Modeler in a second step Business Roles and IC events have to be assigned to a rule policy. Business Rules are created by using Conditions and Actions.

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In the Alert Editor new alerts with text variables and navigation options can be designed.

Figure 76: IC Management: Managing Call Lists

Before a call list is used in the Interaction Center, it has to be activated and assigned to groups of agents in call list management. Call lists can also be processed in call list management: • •

• •

Individual calls can be removed from, added to, or moved to other lists manually. Synchronizing call lists means that the agent can specify the time frame and, in addition to the main business partners, select the appropriate contact persons. When processing the call list, the agent can then choose whether to call the main business partner or one of the contact persons (context menu). Scripts can be assigned to the call lists. Call lists that have been created separately can be assigned to each other.

The call lists are then assigned to the relevant organizational units, positions, or even individual users for processing. You can monitor the processing of the call lists using different key figures (size of the call list, number of open and completed calls, and so on). The call finally needs to be activated.

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Figure 77: IC Management: IC Manager Dashboard

In the Dashboard you can display the following: • • • •

The number of active agents per channel Overall status of each of the queues in the Interaction Center Three overview key figures of your choice, such as call volume, average handling time and average speed of answer Alerts (either as texts or symbols) that inform you if the threshold values you configured have been exceeded or not reached

Apart from the information shown in the overview, this iView also displays detailed information for every single agent in the team. For example: • • • •

The queue in which the agent is currently working Status of the respective interaction, such as wrap-up, ready or active The time for which the agent was active in the current channel Three agent-level key figures of your choice, such as interactions handled today, average handling time and average speed of answer

When you place the mouse pointer on an agents name, the three key figures you have defined appear for that agent.

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Lesson Summary You should now be able to: • Describe the functions of Interaction Center Management.

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Unit Summary You should now be able to: • Explain the Interaction Center framework and components. • Process incoming calls using the knowledge search in the Interaction Center. • Describe the functions of Interaction Center Management.

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Unit 8 SAP CRM Service Unit Overview This unit describes the business processes in SAP CRM Service and explains various business objects, elements, and functions in SAP CRM Service.

Unit Objectives After completing this unit, you will be able to: • • • •

Explain the concept of Installation Management and the functionality of Objects. Describe the concept and usage of Service Contracts and Service Plans. Explain the business process of Service Order Management and the supporting SAP CRM Service functionality. Describe the business process of Complaints and Returns Management and the supporting SAP CRM Service functionality.

Unit Contents Lesson: Installation Management and Objects .............................174 Lesson: Service Contracts and Service Plans ..............................178 Lesson: Service Order Management.........................................182 Exercise 8: Service Process (from Service Process to Billing).......189 Lesson: Additional Topics in SAP CRM Service ............................195

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Lesson: Installation Management and Objects Lesson Overview This lesson explains the concept of Installation Management and the functionality of Objects.


Explain the concept of Installation Management and the functionality of Objects.

Business Example

Figure 78: Case Study: SAP CRM Service

As a service representative, you create a service order or receive the order from the Interaction Center agent. You then use the resource planner to assign a service employee. The service order is replicated on the laptop of the assigned service employee. After the service employee has carried out the work and confirmed the service order, you, as the billing agent, create a billing document.

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Lesson: Installation Management and Objects

Figure 79: Installation Management

Installation Management is used to model objects installed for your customers (for example, devices, machines, or software) so that you can offer services for them. It can also be used to manage objects that are used internally. In business processes, an installation can be addressed as a whole unit or you can refer to individual components (installed base components). The set of installed objects at the customers site can be used, for example: • • •

To determine the exact object for which a problem has been reported To provide the representative with information about which object is affected and the parts that it comprises To document changes made to objects

Installation data is not only used for individual service processes with the customer, but it also represents the basis for additional evaluations such as: •

Activities covered by service contracts or Statistics

Use the download function of the bidirectional replication to transfer equipment from SAP ERP Customer Service (CS) into SAP Customer Relationship Management (SAP CRM). The pieces of equipment are represented in SAP CRM as objects of an installed base. The upload function ensures that regardless of the system in which a change was made, the data remains consistent in both systems automatically.

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Figure 80: Objects

An object is a globally unique tangible or intangible object that a company sells or provides services for. It is often a specific single unit derived from a product. Unlike a product, however, an object can be uniquely identified. This means that although there may be similar objects, at least one attribute describing the object is different. This is generally its identification. A car, for example, has its own specific number plate. Objects constitute unique entities and serve as a central reference for business transactions between a company and another party. They can be objects a company sells or provides services for. A supplier of electricity, for example, can describe the location to which electricity is delivered using objects such as “building” and “apartment”. Objects are integrated in the product master and provide you with the tools to create the data you require on the objects used in your business processes and track their use within these processes. The product master provides a central source from which object-specific data can be retrieved. Object data includes the information required for specific business processes (such as customer inquiries, sales orders, service processes, contracts), and other basic data that essentially describes and categorizes the object. It is possible to transfer serial numbers from SAP ERP Customer Service to SAP CRM. Data transfer is triggered in SAP CRM and performed by CRM Middleware.

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Lesson: Installation Management and Objects

Lesson Summary You should now be able to: • Explain the concept of Installation Management and the functionality of Objects.

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Lesson: Service Contracts and Service Plans Lesson Overview This lesson describes the concept and usage of Service Contracts and Service Plans.


Describe the concept and usage of Service Contracts and Service Plans.

Business Example

Figure 81: Service Contracts and Warranty Entitlements

Service contracts are long-term agreements between companies and customers. A service contract guarantees customer specific services within specific tolerance limits of given parameters, such as within a specified time period. The guaranteed services are represented as service products (such as maintenance, hotline), which are defined in the individual contract items. They can be of type Value or Quantity. Processing service orders relating to the service contract at item level is controlled by Service Level Agreements (SLAs). SLAs are monitored by actions.

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Lesson: Service Contracts and Service Plans

Objects that have a service entitlement are contained in the object list. The list can contain products, individual objects, installed bases, or installed base components. Valid service contracts are checked automatically when service and repair orders are processed. CRM Billing is used to bill a service contract. A billing request is generated from contract items according to a billing plan. Analysis of the adherence to the SLA: • • •

Determining the level of adherence to the fulfillment deadlines defined in the SLAs Overview of delayed and punctual services Monitoring the adherence to deadlines for services and data provision for quality analysis in service organizations

A service contract quotation can be a preceding document to a service contract.

Figure 82: Service Plan

Definition of a Service Plan: •

• •

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Functional enhancement to the service contract. In the service plan, services and follow-up transactions that are to be carried out regularly are entered, and service intervals and planned dates are calculated and monitored. Using scheduling based on time intervals or counter readings, the service plan creates maintenance call objects such as a service order or a quotation. To model a service plan in the service contract, create a service plan item at item level.


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Usage of a Service Plan: •

•

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You can use a service plan to plan and organize periodic services that should be provided regularly at certain intervals (for example, regular maintenance or providing quotations). Service plans help you to save costs incurred by unforeseen losses, improve your service planning and the transparency of these services, and plan resources such as personnel or material more efficiently.


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Lesson: Service Contracts and Service Plans

Lesson Summary You should now be able to: • Describe the concept and usage of Service Contracts and Service Plans.

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Lesson: Service Order Management Lesson Overview This lesson explains the business process of Service Order Management and the supporting SAP CRM Service functionality.


Explain the business process of Service Order Management and the supporting SAP CRM Service functionality.

Business Example

Figure 83: Service Order Processing

The customer reacts to a marketing campaign and requests a quotation for a range of products and services. The service representative creates a quotation for the products and services requested and communicates this to the customer by phone or E-mail. The customer accepts the quotation.

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Lesson: Service Order Management

The service representative converts the quotation into a service order and releases it. The resource planner assigns field service tasks to one or more of the field service representatives. The field service representative carries out the work for the customer and confirms the time, material consumption, and so on. The service manager checks and approves the confirmation data and decides which costs should be billed to the customer. The service manager triggers billing for the customer and analyzes the complete service-order processing cycle.

Figure 84: Service Order Processing

You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service. SAP CRM service orders are not replicated to SAP EPR Customer Service (CS). If needed, service orders can contain several different types of items (service item; service part item, sales item, expense item and tool item). Service order items can provide demands for the resource planning application (RPA). You can use the service confirmation transaction to report working time, service parts, expenses, and tools used while performing a service. A service confirmation can be created as a follow-up transaction with reference to a service order or without any reference.

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You can use the billing functions in SAP CRM to perform billing for several business transactions: •

Service orders, Service contracts, Service confirmations, Complaints (creation of credit/debit memos), Entitlements, Warranty claims, Billing requests, Sales orders, Deliveries relating to sales orders and Sales contract release orders.

CRM Billing can transfer data to Accounts receivable, Contract accounting, Overhead cost controlling, Profitability analysis and Profit center analysis.

Figure 85: Resource Planning Application

You use service resource planning to execute service order-based scheduling or project-based scheduling with a number of resources. You can do the following: •

•

184

Make employees (internal) and service providers (external) available, by entering service arrangements as resources for service resource planning. In service arrangements, you define availability, skills, job functions, and service areas, for example. Determine and schedule resources: You determine the resources that are most suitable for service order demands or project role demands, and create corresponding assignments.


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You can use service resource planning to comply with determined SLA dates, respond to critical situations, and improve resource utilization. Once you assign the required resource to a job, you can notify the resource using the following channels: • • • •

Groupware Only internal employees can use notification via Groupware. Channels such as telephone, text message, or e-mail SAP CRM Mobile Service: Notification using SAP CRM Mobile Service is only available for service order-based resource planning.

Service resource planning requires the WFD Server 2.0 add-on.

Figure 86: SAP CRM Service - Integration into ERP

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SAP CRM service orders and follow-up documents are highly integrated with SAP ERP. Integration covers: •

• • • •

Logistics integration: SAP CRM service transaction can trigger material reservations, procurement documents as well as the posting of goods issues in SAP ERP. Controlling integration: SAP CRM service transactions can trigger the posting of costs and revenues in SAP ERP. Time sheet (CATS) integration: SAP CRM service confirmations can trigger the transfer of working hours to Payroll. Accounting integration: SCRM Billing documents for example can generate open items in accounts receivable accounting. Optional: Billing integration: SAP CRM service transactions like service orders, service confirmations and service contracts can trigger debit memo requests automatically in SAP ERP.

Figure 87: SAP CRM Billing for Service

Standard CRM Service processes are integrated with CRM Billing functions. Customer invoices are created in the billing section of SAP CRM. One or more billing due list items are transferred to a billing document. You can also create the billing document with reference to the delivery or to the sales order. It is

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also possible to create billing documents with reference to contracts. You enter the relevant settings in Customizing. The delivery-related billing is described in the following. • • •

You create a billing document in SAP CRM. The item type in SAP CRM has an indicator for billing in SAP CRM. You send the invoice to the customer. You can send the invoice to the customer in electronic form or as a printout. Explains the business process of Service Order Management and the supporting SAP CRM Service functionality. You release the billing document for transfer to SAP ERP Financials. The data can also be transferred automatically by the system to SAP ERP Financials. The system posts the accounting document in SAP ERP.

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Exercise 8: Service Process (from Service Process to Billing) Exercise Objectives After completing this exercise, you will be able to: • Change a Service Ticket • Create a Confirmation • Bill the Confirmation in SAP CRM

Business Example A customer has technical problems with his notebook. Neither a search in the solution database nor the Interaction Center Agent was of any help to the customer. Therefore, a technical service representative must visit the customer to inspect the notebook.

Task 1: In the role of a Service Professional open the Service Process which the Interaction Center agent has created before. Beside of the required repair work itself enter a spare part that has to be used additionally. 1.

Log on to the CRM WebClient User Interface in the role of a Service Professional.

2.

Search for the Service Process that has been created in the Interaction Center.

3.

Enter product HT-1010 as the Reference Object for this Service Process. Branch to the items and enhance the Service Process by the spare parts product R-1120.

4.

Set the status of the Service Process to Released. Save your changes.

Task 2: Confirm the services rendered to the customer. 1.

Call the Service Process and create a Service Confirmation as follow-up transaction to confirm the delivered services and spare parts used. Therefore use transaction type Confirmation out of the list. Transfer all items of the Service Process into the Confirmation.

2.

Check if Lou Windham (business partner ID 400440) is the responsible Executing Service Employee for this process. If not change this and maintain Lou Windham as the Executing Service Employee. Continued on next page

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Set the status of the Service Confirmation to Completed. Save the Confirmation and note the transaction number.

Task 3: Finally bill the Service Confirmation.

190

1.

As the Service Professional finally bill the Service Confirmation. Select the billing due list for your business partner ##Turner.

2.

Mark your previously created Service Confirmation and choose Individual Billing. Save the billing document and note the transaction number.

3.

Monitor some detail information (like Referenced Transactions, Transfer to Accounting Status) within the billing document.


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Solution 8: Service Process (from Service Process to Billing) Task 1: In the role of a Service Professional open the Service Process which the Interaction Center agent has created before. Beside of the required repair work itself enter a spare part that has to be used additionally. 1.

Log on to the CRM WebClient User Interface in the role of a Service Professional. a)

2.

Select the Business Role Service Professional out of the list to access the CRM WebClient User Interface in the role of a Service Professional.

Search for the Service Process that has been created in the Interaction Center. a)

Select Service Orders in the Navigation bar. Search for Service Orders. In the Search: Service Orders screen enter your Service Process number or alternatively search for Service Orders by using the Business Partner ID of ##Turner. Select the button Search. Your previously created Service Process (from the Interaction Center unit) should be displayed.

3.

Enter product HT-1010 as the Reference Object for this Service Process. Branch to the items and enhance the Service Process by the spare parts product R-1120. a)

Choose the hyperlink in the column Service Order ID within the result list to branch to the details of this transaction. Select the button Edit in the Service Order Details assignment block and maintain Product ID HT-1010 within the Reference Objects block. Branch to the Items assignment block and choose the button Edit List to enter the additional spare parts product R-1120 (Quantity 1) beside of the repair work (SRV1_4) that is automatically defaulted by the Service Process.

4.

Set the status of the Service Process to Released. Save your changes. a)

Within the Processing Data area in the Service Order Details assignment block change the status to Released. Save the changes.


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Task 2: Confirm the services rendered to the customer. 1.

Call the Service Process and create a Service Confirmation as follow-up transaction to confirm the delivered services and spare parts used. Therefore use transaction type Confirmation out of the list. Transfer all items of the Service Process into the Confirmation. a)

2.

Check if Lou Windham (business partner ID 400440) is the responsible Executing Service Employee for this process. If not change this and maintain Lou Windham as the Executing Service Employee. a)

3.

Select the button Create Follow-Up in the header area of the screen and choose transaction type Service Confirmation: Confirmation. In the Select Items – Web Page Dialog screen mark both items and select the button Choose to transfer the items into the Confirmation.

Branch to the General Data area within the Service Confirmation Details assignment block. If Lou Windham is not determined automatically as the Executing Service Employee, enter Windham (or ID 400440) directly in the field Executing Service Employee.

Set the status of the Service Confirmation to Completed. Save the Confirmation and note the transaction number. Answer: Within the Processing Data area in the Service Confirmation Details assignment block change the status to Completed. Save the changes.

Task 3: Finally bill the Service Confirmation. 1.

As the Service Professional finally bill the Service Confirmation. Select the billing due list for your business partner ##Turner. a)

In the Navigation bar select Billing. Search for Billing Due List Items. In the Search: Billing Due List screen, search by entering the business partner ID of ##Turner in the field Payer ID and choose the button Search. In the result list your Service Confirmation should be displayed.


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2.

Mark your previously created Service Confirmation and choose Individual Billing. Save the billing document and note the transaction number. Answer: Mark the entry with the Service Confirmation and choose the button Individual Billing. In the Billing Due List: Individual Billing screen just select the button Continue. In the Individual Billing Results screen choose Save. Note the Billing Document ID number that has been created.

3.

Monitor some detail information (like Referenced Transactions, Transfer to Accounting Status) within the billing document. a)

Select Service Operations within the navigation bar. Search for Billing Documents and choose in the field Payer ID the business partner ID of ##Turner as search criteria. Choose the previously created billing document and analyze the above mentioned data. Finally log off in the role of a Service Professional.

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Lesson Summary You should now be able to: • Explain the business process of Service Order Management and the supporting SAP CRM Service functionality.

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Lesson: Additional Topics in SAP CRM Service

Lesson: Additional Topics in SAP CRM Service Lesson Overview This lesson describes some additional functions in SAP CRM Service, including Complaints and Returns Management.


Describe the business process of Complaints and Returns Management and the supporting SAP CRM Service functionality.

Business Example

Figure 88: Complaint and Return Processing

Reference document: You can create a complaint/return with or without reference to a CRM document, for example, a sales order, service order, or billing document. You can create a reference to any document that exists in an integrated system – for example, to billing or delivery documents in SAP ERP. The items selected are transferred from the reference document on the basis of certain copying

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rules defined in the complaint/returns document. You can provide additional information for an existing complaint document by creating a reference to one or more other documents. You can also create a reference at item level. Reference object: In complaints and returns, you can provide additional information about the product or service that is the object of the complaint by referring to objects at header or item level. You can enter a reference to products, installed bases and their components, or individual objects. Information about the relationship between a product and an installation enables you, for example, to analyze complaints and therefore identify problems relating to the installation in which the product is installed. Warranty check: An automatic check determines whether there is a warranty for customer-specific objects. The warranty information helps you decide what follow-up measures should be taken. For example, you may want the system to create a returns item automatically if there is a warranty. The warranty check is based either on specified warranty conditions for the individual object/installation components, or on the delivery date entered manually. Return Material Authorization (RMA): Every returns operation requires an authorization check for the return of a product sold, and a unique RMA number for the return delivery. The authorization check is supported by a warranty check and the reference to an existing CRM sales order. The unique CRM complaint/returns number, which also exists in SAP ERP, supports the RMA number.

Figure 89: In-House Repair

You create an in-house repair order within complaints processing if a customer wants to send in or bring in a defective product for repair.

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Lesson: Additional Topics in SAP CRM Service

You can create in-house repair orders with or without reference to a sales transaction or a service process. If you want to create a transaction with reference to a preceding transaction, call this transaction up and use the Follow-Up button to create an in-house repair order. You can enter serial numbers for products within the context of complaints, returns, and in-house repair orders. The serial numbers that are entered can be validated.

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Lesson Summary You should now be able to: • Describe the business process of Complaints and Returns Management and the supporting SAP CRM Service functionality.

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Unit Summary

Unit Summary You should now be able to: • Explain the concept of Installation Management and the functionality of Objects. • Describe the concept and usage of Service Contracts and Service Plans. • Explain the business process of Service Order Management and the supporting SAP CRM Service functionality. • Describe the business process of Complaints and Returns Management and the supporting SAP CRM Service functionality.

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Unit 9 SAP CRM Field Applications Unit Overview This unit describes the functions of the various field applications of SAP CRM: Mobile Sales, Mobile Service and Mobile Sales for Handhelds. It will be explained how to process a service order using SAP CRM Mobile Service.


Describe the functions of the Mobile Sales and Mobile Service field applications of SAP CRM. Explain the technical aspects of SAP CRM Field Applications. Introduce the functions of the Mobile Sales for Handhelds field application of SAP CRM.

Unit Contents Lesson: Mobile Sales and Service ...........................................202 Lesson: Technical Aspects of Field Applications ...........................208 Exercise 9: Field Applications ............................................ 211 Lesson: Mobile Sales for Handhelds .........................................216

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Lesson: Mobile Sales and Service Lesson Overview This lesson describes the functions of the Mobile Sales and Mobile Service field applications of SAP CRM.


Describe the functions of the Mobile Sales and Mobile Service field applications of SAP CRM.

Business Example

Figure 90: Case Study: SAP CRM Field Applications

The service employee checks the calendar on the laptop and revises customer data and the service order. The service employee then completes the repair, and confirms time and material used. Appointments can also be entered to inform the resource planner about the service employee's availability.

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Lesson: Mobile Sales and Service

Figure 91: Mobile Clients for Mobile Sales and Mobile Service

Field applications enable sales representatives and service technicians who work in the field to use marketing, sales, and service functions of SAP Customer Relationship Management (SAP CRM) in an offline environment. To manage customer relationships successfully, companies that have employees working in the field must make sure that their employees have up-to-date and complete information about the customers they visit. In turn, new information gathered by employees in the field must be made available to other employees who interact with the customer. Field applications provide a range of functions and integration capabilities to meet these needs.

Figure 92: Mobile Client User Interface

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Figure 93: Mobile Sales with SAP CRM: Overview

Account and Contact Management with Mobile Sales: Account and Contact Management provides companies with a complete overview of their customers and interested parties. It helps to obtain, monitor, and reproduce all critical information such as detailed profiles, full interaction history, and an overview of critical relationships. Activity Management with Mobile Sales: Activity Management allows sales representatives and managers to allocate resources for daily tasks effectively so that sales professionals can close their sales deals as quickly as possible. Order and Quotation Management with Mobile Sales: Quotation and Order Management provides sales order processing functions that companies can use to configure products, determine pricing, create proposals, check product availability, acquire and enter orders, manage contracts, and track and manage orders. Opportunity Management with Mobile Sales: Opportunity Management gives sales employees a complete view of a sales opportunity by providing complete information about the history of an opportunity, milestones, progress, and key decision makers. Campaign Management with Mobile Sales: Campaign Management allows marketing professionals to design, execute, coordinate, and monitor all marketing initiatives. Organizations can create targeted, personalized campaigns using all communication channels. These

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channels include direct sales, call centers, mail, e-mail, Internet, and mobile devices. They can also monitor company-wide profitability at program, product, customer, and partner levels. Territory Management with Mobile Sales: Territory Management helps companies to maintain task-related, functional organizational structure as a current organizational plan.

Figure 94: Mobile Service with SAP CRM: Overview

Service Order Management with Mobile Service: Service Order Management allows you to fully process transactions in a closed loop, from entering a service request or identifying requirements for a service, through planning employee resources and materials, to final billing and payment or allocating costs of a warranty or service contract in the back-end system. Service Order Management with Mobile Service also includes service confirmation functions and complete Installed Base Handling. The service confirmation enables users to report time spent and materials used during the service execution process and to enter technical confirmation data. Installed Base management provides a graphical representation of products and installations to use as a reference in service processing. The progress snapshot in Mobile Service provides a comprehensive view of the project status as a whole. Service Contract Management: The service contract provides an overview of objects and products that are handled under contract. The contract includes defined SLA information. Resource Planning & Optimization:

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Two-way data exchange (assignments, absences, attendances, tasks) between Resource Planning Tool in CRM Enterprise and Mobile Service provides easy planning capabilities.

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Lesson Summary You should now be able to: • Describe the functions of the Mobile Sales and Mobile Service field applications of SAP CRM.

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Lesson: Technical Aspects of Field Applications Lesson Overview This lesson explains technical aspects of SAP CRM Field Applications.


Explain the technical aspects of SAP CRM Field Applications.

Business Example

Figure 95: Administration Console: Site for Mobile Client

You use the Administration Console for the administration of sites and mobile users as well as for the administration and customizing of data distribution. Within the administration console you have to create one site per mobile client. Depending on the business processes you assign subscriptions to the site. You can assign employees and organizations to simplify the maintenance. When saving your site definition, a Site ID, an inbound and an outbound queue is created automatically.

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Lesson: Technical Aspects of Field Applications

Figure 96: SAP Mobile Application Studio

The Mobile Application Studio (MAS) is an object-oriented, visual development tool that is tailored to the architecture of SAP mobile client applications. It allows you to customize mobile client applications, delivered by SAP, according to your specific business requirements, or develop your own applications. Mobile Application Studio (MAS) must be installed on all Mobile Development Workstations (MDWs) where application developers customize, test and generate mobile client applications. MAS is integrated with Microsoft Visual Studio .NET and provides a set of visual modelling tools to facilitate application development as well as a code generator to generate source code from the application meta-data which is stored in the Mobile Application Repository (MAR). The MAS together with the Mobile Application Repository (MAR) handles multi-user development and provides proper change management for development objects. Multilanguage translations for labels and captions are handled Software logistics, based on the standard R/3 transport system in conjunction with the CRM Middleware, exist for application meta-data as well as for generated runtime files (→ upgrades).

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Exercise 9: Field Applications Exercise Objectives After completing this exercise, you will be able to: • Describe the basic philosophy of SAP CRM Field Applications • List relevant technical settings for the Mobile Clients

Business Example Within the business blueprint of a SAP CRM project, you as the project manager has to explain your customer the philosophy, logic and relevant technical settings of SAP CRM Field Applications, especially related to Mobile Sales and Service.

Task: To prepare the project discussions, go through the following questions concerning Mobile Sales and Service: 1.

Mobile Clients enable sales representatives and service technicians who work in the field to use marketing, sales, and service functions of SAP CRM in the following environment: Choose the correct answer(s).

□ □ □ 2.

A B C

Just in an Online environment Just in an Offline environment In Online and Offline environment

The between the CRM server and the Mobile Clients.

serves as a translator

Fill in the blanks to complete the sentence.

3.

From a technical point of view, where is it controlled which clients are used in the field and based on which criteria the replication logic should take place?

4.

Optional: Branch into the Administration Console and analyze some settings for the mobile client SAPCRM Mobile Client: Continued on next page

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Result (Value)

Queue Name Replication Type for Material Master (05) Criteria Values for Subscription Object Material Master (05) 5.

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Within the outbound queue of the SAP CRM system check if there are any entries existing waiting for a data transfer to the SAPCRM Mobile Client when connecting the next time.


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Solution 9: Field Applications Task: To prepare the project discussions, go through the following questions concerning Mobile Sales and Service: 1.

Mobile Clients enable sales representatives and service technicians who work in the field to use marketing, sales, and service functions of SAP CRM in the following environment: Answer: B

2.

The Communication Station serves as a translator between the CRM server and the Mobile Clients. Answer: Communication Station

3.

From a technical point of view, where is it controlled which clients are used in the field and based on which criteria the replication logic should take place? Answer: Within SAP CRM the Administration Console is used for the administration of sites and mobile users as well as for the administration and customizing of data distribution.

4.

Optional: Branch into the Administration Console and analyze some settings for the mobile client SAPCRM Mobile Client:


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Result (Value)

Queue Name Replication Type for Material Master (05) Criteria Values for Subscription Object Material Master (05)

5.

a)

Within SAPGUI choose Architecture and Technology → Middleware → Administration → Administration Console. Select the Object Type Site and press the button Display Objects. Expand the entry for Mobile Clients and select the entry SAPCRM Mobile Client.

b)

For identifying the Queue Name double-click on the entry SAPCRM Mobile Client and branch to the tab Queues on the right side of the screen. The CRM Site 322 is assigned to the SAPCRM Mobile Client.

c)

To analyze the Replication Type for the Object Material Master (05) branch to the Subscriptions area on the left side of the screen for SAPCRM Mobile Client and select the entry for Material Master (05). Choose the tab Replication Objects. For the object PRDCT_OBJECT you can identify that the Replication Type is Intelligent (which means based on special attributes).

d)

Finally select tab Criteria Values to identify that only material master data maintained for Division 05 should be distributed to the SAPCRM Mobile Client.

Within the outbound queue of the SAP CRM system check if there are any entries existing waiting for a data transfer to the SAPCRM Mobile Client when connecting the next time. a)

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Within the SAP GUI branch to Architecture and Technology → Middleware → Monitoring → Queues → Display Outbound RFC Queues. Select the button Execute. Within the queue list you will find an entry for CRM Site 322 (which represents the SAPCRM Mobile Client). By displaying the details for this entry you can identify information like e.g. the status NOSEND.


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Lesson Summary You should now be able to: • Explain the technical aspects of SAP CRM Field Applications.

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Lesson: Mobile Sales for Handhelds Lesson Overview This lesson introduces the functions of the Mobile Sales for Handhelds field application of SAP CRM.


Introduce the functions of the Mobile Sales for Handhelds field application of SAP CRM.

Business Example

Figure 97: Mobile Sales for Handhelds

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Lesson: Mobile Sales for Handhelds

Figure 98: Mobile Sales for Handhelds - Functional Overview

Account Management allows viewing/updating/creating Business Partners and Contact relationships. Other Account-related functionalities include: • • •

Account Factsheets – non-updatable information that can be any kind of BP-related master and transactional data. Configured in CRM. BP Order History and Activity History Marketing Attributes – view and maintain

Sales Order Management allows viewing/creating Sales Orders. ATP check requires connectivity to check whether requested quantities are available. Promotions can be viewed here. Products can be added via: • • • •

Browsing – browse the product list on handheld Searching – text search Fast Entry – entry via product ID Bar Code scanning

The product prices brought to the handheld do not take into account any pricing conditions (BP specific, tax, etc...) Only the CRM master data list price is downloaded and used for calculations of Sales Order total. Opportunity Management – view/create/update. No associated products. Activity Management – viewing/updating/creating. Execute customer surveys associated to individual activities. Calendar and list views. Complaint/ Service Order – can only create and upload to CRM.

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Figure 99: Mobile Sales for Handhelds - Technology

The Mobile Sales for Handhelds application runs on mobile devices that are supported by the SAP Mobile Engine. The SAP Mobile Engine is the central platform for SAP Mobile Business applications. Describes the functions of the Mobile Sales for Handhelds field application of SAP CRM..The SAP Mobile Engine is installed locally on a mobile device. It includes a Web server, a database layer, and its own business management logic. Field representatives can work offline and do not have to depend on a network connection to run impending business applications. The SAP Mobile Engine offers tools for synchronization and data replication so that the data on the mobile device is consistent with the data in the back-end system. SAP Mobile Engine is based on the following open industry standards: • •

Java eXtensible Markup Language (XML)

SAP Mobile Engine is also equipped with a Java virtual machine and offers an open programming model with which mobile applications can be developed. This open system architecture makes the platform independent of both the mobile devices and the network and supports mobile devices such as Personal Digital Assistants (PDAs), laptops, and Smart Phones. SAP Mobile Engine can run on both a standard browser and on a user interface that is not based on a browser.

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Lesson: Mobile Sales for Handhelds

Lesson Summary You should now be able to: • Introduce the functions of the Mobile Sales for Handhelds field application of SAP CRM.

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Unit Summary

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Unit Summary You should now be able to: • Describe the functions of the Mobile Sales and Mobile Service field applications of SAP CRM. • Explain the technical aspects of SAP CRM Field Applications. • Introduce the functions of the Mobile Sales for Handhelds field application of SAP CRM.

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Unit 10 SAP CRM Analytics Unit Overview This unit describes the importance of SAP CRM Analytics in a complete CRM solution and explains the available analytical methods using various analysis scenarios. Furthermore the functionality of Interactive Reports will be introduced.

Unit Objectives After completing this unit, you will be able to: • • • •

Explain the importance of SAP CRM Analytics in a complete CRM solution. Describe the analytical methods available in SAP CRM. List the various analysis scenarios available in SAP CRM. Introduce the functionality of Interactive Reports.

Unit Contents Lesson: Overview of SAP CRM Analytics ...................................222 Lesson: Analytical Methods ...................................................228 Lesson: Analysis Scenarios ..................................................233 Lesson: Interactive Reporting .................................................237 Exercise 10: Interactive Reports .........................................241

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SAPCRM

Lesson: Overview of SAP CRM Analytics Lesson Overview This lesson explains the importance of SAP CRM Analytics in a complete CRM solution.


Explain the importance of SAP CRM Analytics in a complete CRM solution.

Business Example

Figure 100: Case Study: SAP CRM Analytics

Based on the various Marketing, Sales and Service processes the analyst of your company monitors various key factors by using different analysis scenarios.

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Lesson: Overview of SAP CRM Analytics

Figure 101: Reporting in SAP CRM

The area of CRM Analytics enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze this knowledge base to deploy important insights derived from it in your operational and strategic decision-making. The CRM Analytics offerings enable you to: • •

• • •

Monitor, understand, and influence customer behavior and focus limited resources on your most valuable customers Analyze information concerning markets, competition and past marketing initiatives to understand how well the marketing campaigns and programs are performing and to influence the success of future marketing initiatives and campaigns during planning Understand sales results and plan future sales by comparing plans with actual sales and analyzing the performance Gain insights to all important perspectives of service activities performed, the drivers behind them and the financial performance of the service organization Understand the performance of each interaction channel to optimize resources

Beside the comprehensive BI Reporting additionally with SAP CRM 2007 the possibility of using Interactive Reports has been introduced. In this case no separate SAP BI system is required for reporting. Instead the SAP NetWeaver Stack that comes with SAP CRM itself can be used in order to run CRM reports on the same machine.

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Figure 102: Analysis Scenarios

SAP CRM makes it easy for you to compile and synchronize all relevant data in your customer knowledge base, and provides you with up-to-date reporting tools for monitoring and measuring the success of your enterprise. The forecasting functions help you discover hidden patterns and use this information to predict risks and opportunities in marketing, sales, and service. In addition, SAP CRM contains an integrated and flexible planning platform, with which you can set clearly defined goals and coordinate resources to achieve your business objectives. The most important aspect is, however, that CRM Analytics gives your employees the information they need to make the right decisions and provides a consistent and personalized service for your most valued customers.

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Figure 103: SAP CRM Analytics in Your Personalized Portal

The portal combines every type of analysis and every application from all the relevant areas into one role-based view. You can publish the analysis results in your Enterprise Portal and distribute them easily around your company. In this way, employees in different locations have easy access to important information and can execute tasks interactively; They can, for example, enter their planning data on the Web. Hint: In the first part of the cycle, you must know the main focus areas and the locations that provide the supporting information. This includes the following: •

•

Warnings of acute problems. The information for such warnings generally comes from business process monitoring in SAP Business Information Warehouse. Example: a credit manager receives a warning that a customer has exceeded his or her credit limit. External or internal messages and documents.

Decisions: During the decision process, detailed analyses are carried out in teamwork. • • •

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The analysis functions examine the data in greater detail. Example: the credit manager can check the customer's credit history and compare statistics. What-if analyses enable you to examine the consequences of different solutions. Exchanging information with internal and external experts. Example: the credit manager finds the sales manager responsible for the customer and gets in contact with him or her.


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Action: once a decision is made, it can be put into practice immediately. •

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Example: the credit manager alters the customer's credit limit in the system, automatically generating the appropriate notifications and follow-ups.


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Lesson Summary You should now be able to: • Explain the importance of SAP CRM Analytics in a complete CRM solution.

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Lesson: Analytical Methods Lesson Overview This lesson describes the available analytical methods.


Describe the analytical methods available in SAP CRM.

Business Example

Figure 104: Methods - Measuring

With SAP BI's comprehensive evaluation and navigation options, you can measure the influence of your customer relations on the success of your business, as well as the efficiency of individual actions.

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Lesson: Analytical Methods

Here you can see a simple example of a report. It has the following characteristics: • • • •

Clear and understandable layout Multifunctional selection and drill down functions Exception reports and conditions Highly customizable

Take advantage of the flexible reporting options on the Internet or in Microsoft Excel. Analytic methods help to ascertain key figures, such as customer profitability, ABC classes, customer lifetime value, and scoring procedures. To summarize: SAP CRM Analytics ensures that the values measured are used closely with the implementation of the business strategy, for instance by creating a Balanced Scorecard.

Figure 105: Methods - Forecasting

It is important to recognize behavioral patterns and to use them to forecast future behavior.

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You can use the following to determine behavioral patterns: • • • • •

Clustering, to find out more about a customer segment Association analysis, to find out more about cross-selling behavior Decision trees, to understand which profiles affect which behavior, and to incorporate this information into forecasts Scoring, to bring together different aspects for an overall evaluation Linear and multi-linear regression, to collect data for predicting behavioral trends

You can also • •

Forecast the future value of your customers using CLTV analysis Forecast the rate of response to simulate the success of your campaign

Figure 106: Methods - Planning

An important prerequisite in customer relationship management is the possibility to implement a combined marketing, sales, and service planning solution, to acquire and develop a relationship with the right customers, whilst at the same time increasing the profitability of existing customers. Planning and forecasting provides a comprehensive range of tools for all stages of planning for a wide variety of business processes across your company. You can use these tools to develop a planning model that integrates both global strategic and operative planning in a self-contained process for online and offline scenarios.

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Lesson: Analytical Methods

Planning and forecasting gives your company advantages by: • • • • • • •

Formulating transparent strategies Communicating strategies throughout your company Coordinating business strategies with your employees' goals Linking targets into the annual budget Identifying and coordinating strategic initiatives Executing gap analyses and scenario planning Carrying out regular performance checks and using the feedback to alter strategy accordingly

Figure 107: Methods - Optimizing

SAP CRM Analytics doesn't only measure results. These results can also be used to optimize business processes. The goal of CRM Analytics is only achieved when employees have access to the information they need to make the best possible decisions in their day-to-day work. For example, a call center agent can display all the important customer data on the screen, and the system uses this data to make suggestions (in the form of a “script”) on how best to support the customer. When creating target groups, a campaign manager has easy access to analysis results, such as probability of response and customer categories, and can use these to optimize a campaign. Use analysis results in your business processes and give your employees the opportunity to make informed decisions.

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Lesson Summary You should now be able to: • Describe the analytical methods available in SAP CRM.

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Lesson: Analysis Scenarios

Lesson: Analysis Scenarios Lesson Overview This lesson lists the various analysis scenarios.


List the various analysis scenarios available in SAP CRM.

Business Example

Figure 108: Scenarios - Customer Analytics

Customer Analytics provides businesses with a comprehensive overview of their customers. Companies can identify the actual value of their customers and receive information with which they can better understand their customers' behavior.

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Customer Churn Analysis •

•

Customer segmentation allows you to improve your relationship with your customers directly by providing the best services and products to the most profitable and loyal customer segment. However, you must be able to trust that the segmenting results provide a reliable and accurate customer profile. To make sure of this, you can use customer churn analysis to check the results and examine changes in customer behavior over time. Customer churn analysis lets you check the reliability of segmentation results and follow any changes in segment membership. This solution not only lets you analyze different results from one method applied at two different points in time, it also enables comparison between the results of two different methods of analysis. Customer churn analysis can be carried out using decision trees, clustering, or ABC classification. These analyses are supported by comprehensive business content (InfoProviders, Queries). As of BW3.3, Web Cockpits will also be available.

Figure 109: Scenarios - Product Analytics

Today it is vitally important to deliver the right product. Product Analytics can be used to determine which products and attributes the customers prefer. It is also important to realize which products are most profitable. Businesses can use Product Analytics to find out which products are sold together and so increase wallet share.

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Lesson: Analysis Scenarios

Figure 110: Analysis Scenarios

The analysis scenarios above are dealt with individually in the units on the key capabilities of marketing, sales, service, e-commerce, channel management, Interaction Center and field applications.

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Lesson Summary You should now be able to: • List the various analysis scenarios available in SAP CRM.

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Lesson: Interactive Reporting

Lesson: Interactive Reporting Lesson Overview • This lesson introduces the functionality of Interactive Reports.


Introduce the functionality of Interactive Reports.

Business Example

Figure 111: Interactive Reports

Since SAP CRM 2007 Interactive Reports can be used for various objects. E.g. in the Sales environment Interactive Reports for the objects Activities, Leads and Opportunities can be used. Users can conduct a search for a report, view a list of saved report searches and view reports grouped by application area. It is also possible to create new reports. For users different chart types (like line chart, pie chart, bar chart) are offered.

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Figure 112: Creation of Interactive Reports

It is possible to create your own Interactive Reports by using a wizard that guides you through the process. This procedure consists of the following steps: 1. Select Report Area: •

•

Dependent on the Business Role you are selecting for the new Interactive Report different report areas are offered for selection (e.g. if you choose Business Role “Sales Professional” the report areas Activities, Leads and Opportunities are offered) Furthermore the default display (like table or chart) is maintained in this step

2. Select Fields: •

Determination which fields and key figures should be displayed

3. Define Filters: • •

Determination of input parameters and filters for the interactive report Input parameters can be set to mandatory

4. Define Table: •

Tailoring the way the reports results are displayed in the table

5. Define Chart: •

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Decision which type of chart is displayed as default for the new report (e.g. line chart, pie chart, bar chart)


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6. Share Report: • •

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Assign report to specific employees or organizational units When the report is published for the selected users, the report will appear in their “Reports” Home page


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Exercise 10: Interactive Reports Exercise Objectives After completing this exercise, you will be able to: • Work with Interactive Reports

Business Example As a Sales Professional you are interested in the open activities of your accounts you are responsible for. Therefore you will use Interactive Reports to analyze the situation.

Task 1: Log on to the CRM WebClient User Interface in the role of a Sales Professional and branch to the Reports area. 1.

Select the Interactive Report Accounts with Open Activities.

2.

Within the Report Criteria choose the following selection: Valid from: Beginning of this year. Valid to: End of this year. How many open activities of your customer ##Turner are displayed?

3.

Within the table layout of your result list additionally you would like to identify which Organizational Unit is responsible for the listed activities. Thus change your layout in the way that the Organizational Unit will be displayed in the columns of the table.

Task 2: Because you prefer graphical information in the next step change your display so that first you will see the table followed by the corresponding chart. 1.

Prepare the system that the table is displayed above the chart.

2.

As a chart you prefer a bar chart. Change your display from column chart to bar chart.


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Task 3: In future you are always interested in this kind of information and you want to have the selected display directly when starting your report. Therefore save your view as ## Open Activities. You want to transfer the information on open activities to Excel. Export the results to an Excel pivot table. Hint: Enter ## Open Activities in the field Save View As and choose button Save. What is the main difference between Interactive Reports and BI Reports? Hint: For using BI Analytics, a separate BI system is needed whereas Interactive Reports can be used without an separate BI system.

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Solution 10: Interactive Reports Task 1: Log on to the CRM WebClient User Interface in the role of a Sales Professional and branch to the Reports area. 1.

Select the Interactive Report Accounts with Open Activities. a)

2.

In the navigation bar select Reports and choose the report Accounts with Open Activities.

Within the Report Criteria choose the following selection: Valid from: Beginning of this year. Valid to: End of this year. How many open activities of your customer ##Turner are displayed? Answer: Branch to the table that is displayed and identify the open activities for your customer ##Turner.

3.

Within the table layout of your result list additionally you would like to identify which Organizational Unit is responsible for the listed activities. Thus change your layout in the way that the Organizational Unit will be displayed in the columns of the table. a)

Go to the personalization button in the Display area. In the block of available fields mark Organizational Unit and move it to columns. Choose the button Apply.

Task 2: Because you prefer graphical information in the next step change your display so that first you will see the table followed by the corresponding chart. 1.

Prepare the system that the table is displayed above the chart. a)

2.

Go to the drop-down list within the Display area and select Table above Chart.

As a chart you prefer a bar chart. Change your display from column chart to bar chart. a)

Select Bar Chart in the second drop-down list.


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Task 3: In future you are always interested in this kind of information and you want to have the selected display directly when starting your report. Therefore save your view as ## Open Activities. You want to transfer the information on open activities to Excel. Export the results to an Excel pivot table. Hint: Enter ## Open Activities in the field Save View As and choose button Save. What is the main difference between Interactive Reports and BI Reports? Hint: For using BI Analytics, a separate BI system is needed whereas Interactive Reports can be used without an separate BI system.

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Lesson Summary You should now be able to: • Introduce the functionality of Interactive Reports.

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Unit Summary You should now be able to: • Explain the importance of SAP CRM Analytics in a complete CRM solution. • Describe the analytical methods available in SAP CRM. • List the various analysis scenarios available in SAP CRM. • Introduce the functionality of Interactive Reports.

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Unit 11 SAP CRM Implementation & Operation Unit Overview This unit describes how the SAP Solution Manager supports SAP CRM implementation projects and system administration and demonstrates how to customize a new business transaction in SAP CRM.

Unit Objectives After completing this unit, you will be able to: • •

Describe how the SAP Solution Manager supports SAP CRM implementation projects and system administration. Explain how to customize a new business transaction in SAP CRM.

Unit Contents Lesson: SAP Solution Manager...............................................248 Lesson: Customizing SAP CRM ..............................................262 Exercise 11: Create a new transaction type ............................269

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SAPCRM

Lesson: SAP Solution Manager Lesson Overview This lesson describes how the SAP Solution Manager supports SAP CRM implementation projects and system administration.


Describe how the SAP Solution Manager supports SAP CRM implementation projects and system administration.

Business Example

Figure 113: SAP Solution Manager

As a member of the project team that is going to implement the chosen SAP CRM solution, you use SAP Solution Manager for the blueprint, configuration, and testing phase. During the implementation and after the go-live phase, system administrators use SAP Solution Manager for system monitoring and SAP services.

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Lesson: SAP Solution Manager

Your task is to customize a new SAP CRM business transaction according to your company needs. Therefore you use the Implementation Guide (IMG) to configure a transaction type.

Figure 114: Challenges in Complex System Environments

Figure 115: SAP Solution Manager

SAP Solution Manager supports you throughout the entire process of implementing and operating SAP solutions. It is a platform that supports the industry-solution life-cycle from the business blueprint, through configuration, to production

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operation. SAP Solution Manager offers central access to preconfigured content, tools and methodology that you can use during when evaluating and implementing your systems. For implementation, these include: • • • •

Contents predefined by SAP for evaluating and implementing industry solutions ASAP procedures for implementing industry solutions Tried and true implementation and test tools, for example the Implementation Guide (IMG) or the Test Workbench An authoring function that you can use to create your own project templates for your implementation project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in global rollouts.

SAP Solution Manager Operations allows you to configure, administer, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up your own solution support.

Figure 116: SAP Solution Manager as a Central Platform

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This infrastructure at the customers site offers the following advantages: • • •

SAP Solution Manager collects data from all connected systems. This allows you to access all of the necessary information in these systems much quicker. SAP Solution Manager keeps an up-to-date overview of the whole solution with processes and dependencies SAP Solution Manager is a tool to: – – – –

Implement and test solutions Monitor solutions Maintain solutions Support users

Spend less time on finding errors and information, get quicker and better support. With SAP Solution Manager, SAP is able to deliver excellent support not only for single systems, but for a customers entire solution.

Figure 117: SAP Solution Manager - Use in Implementation

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SAP Solution Manager supports you in all phases of the evaluation and implementation. With SAP Solution Manager, you can carry out the following activities in an evaluation and implementation project: •

•

•

•

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Project Preparation: The Roadmaps contain information and procedures for all phases of your implementation project. Work with SAP Solution Manager begins after the evaluation phase. You first use it to define the project by entering administrative data for the project management procedure (for example, details about the project deadlines and resources). You set the project scope and you define the system landscape that you require to implement your solution during the project preparation phase. Business Blueprint: You define a Business Blueprint by documenting the organizational units, master data, business scenarios, and business processes that you require to implement your solution. During the Business Blueprint definition, you read the documentation supplied by SAP and partners, create your own project documentation and assign individual process steps to transactions. Realization: You configure your business scenarios in the development system. You check the test cases delivered with your solution and assign further test cases to individual processes and process steps. You carry out a consistency check for Customizing of the business processes. That is, you check whether the various application components have been changed consistently. You synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the test cases selected during configuration. You can analyze the project at any time during its course to gain information about the project status and the progress when testing or configuring. Final Preparation: Go Live & Support: Perform remote SAP services and monitor their status. Monitor and manage your systems using real-time alerts displayed in a system graphic, with weekly SAP EarlyWatch Alert Reports and Central System Administration tasks.


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Figure 118: Roadmap Details

Roadmaps are part of SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a SAP implementation. The Roadmaps provide links to accelerators and tools that perform project tasks. You can download the project structure or a roadmap into MS Project to plan your project using the data in the project structure or roadmap.

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Figure 119: CRM Content Supports Implementation

SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction. They support nested business processes in the areas of sales, service, and marketing, and across various communication channels. The business processes are displayed graphically using SAP Component Views®. CRM Business Content is delivered exclusively with SAP Solution Manager. You can download updated content regularly from SAP Service Marketplace.

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Figure 120: SAP Solution Manager - Use in Operations

SAP Solution Manager Operations allows you to configure, manage, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up your own solution support. SAP Solution Manager (Operations) provides an infrastructure for integrating SAP Support Services and your own system administration activities. As a system administrator, you can: • •

• •

Perform remote SAP services and track their status Monitor and manage your systems using: – Real-time alerts displayed in a system graphic – Weekly SAP EarlyWatch Alert reports – Central System Administration tasks Use best practice documents and services relating to Software Change Management Use Integrated Message Handling for: – –

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Your own internal support organization Enhanced remote support by SAP


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Figure 121: Service Level Reporting - Workflow Example

Service level reports provide you with a summary of the technical status of the systems in your solution. For example, they provide an overview of the transactions that generate the greatest load. Service level reporting is intended to ensure adequate levels of service for all users in accordance with business priorities and at an acceptable cost. Service level reporting also enables you to manage service levels for business processes. For example, you can define alert thresholds for transactions in a specific business process that is carried out across several systems. Service level reports are then updated with this information. When you set up Service level reporting, you define the contents of the reports and the frequency with which they are generated. Service level reports are generated from the aggregated SAP EarlyWatch Alert data that is regularly sent from the satellite systems in your solution to your central SAP Solution Manager system. In SAP Solution Manager, Service Level Reporting: •

•

•

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Is triggered regularly, for example, once each week. This is a simple process and requires no expert knowledge since it is aimed at different areas of management (IT and application management). Evaluates Key Performance Indicators (KPIs) and derives recommendations for management from them. For example, it can recommend standard SAP services such as SAP EarlyWatch and Solution Optimization Services. Is based on the EarlyWatch Alert knowledge engine and is linked to relevant SAP services such as SAP GoingLive Check and the SAP GoingLive Functional Upgrade Check


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Figure 122: Monitoring with EarlyWatch Alert (EWA) & EarlyWatch

Figure 123: System Monitoring

System Monitoring enables you to integrate real-time alerts from SAP's Computing Center Management System (CCMS), and to display them in the system graphics for your solution. For system monitoring, software agents collect data that can be used to trigger alerts. The monitoring you configure here will form the basis for Business Process Monitoring.

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Central System Administration: You set up administrative tasks to manage the software components defined in your solution. You can plan administrative tasks. Overview tasks are displayed in the solution overview.

Figure 124: Business Process and Interface Monitoring

Business process monitoring should detect potentially critical situations as early as possible. The support organization for your solution should also be able to react to problems as quickly as possible. To this end, Business Process Monitoring integrates real-time alerts from SAP's Computing Center Management System (CCMS) as well as additional alerts based on downloads from the remote systems. These alerts are displayed on the system graphics for your solution. Business Process Monitoring includes the observation of: • • • • • •

Business application logs (for example application log, worklist log, and so on) Data transfer using interfaces between software components Program scheduling management Technical infrastructure and components that are required to run the business processes Key figures Execution of required periodic monitoring tasks

Business Process Monitoring is not only a tool, it comprises: • • •

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Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Close integration of the customers support organization


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Figure 125: Working with Support Desk - Support Process

The SAP support desk provides: • • •

Problem monitoring, resolution, and processing Escalation procedures Interface with SAP and partners for message exchange

It contains an implementation methodology for the operation of your help desk, and allows for successful capacity planning and service level reporting. An integrated customer solution database facilitates gathering, storing, and reusing customer-specific knowledge. In addition, searching for and implementing SAP Notes is facilitated by SAP Service Marketplace and SAP Note Assistant.

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Figure 126: Summary: SAP Solution Manager

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Lesson Summary You should now be able to: • Describe how the SAP Solution Manager supports SAP CRM implementation projects and system administration.

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Lesson: Customizing SAP CRM Lesson Overview This lesson demonstrates how to customize a new business transaction in SAP CRM.


Explain how to customize a new business transaction in SAP CRM.

Business Example

Figure 127: Customizing SAP CRM

You will now use the Implementation Guide (IMG) to configure the SAP CRM system to meet your own requirements. Additionally, you will learn about the enhancement of the application of customer-specific programming using Business Add Ins (BAdIs).

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Lesson: Customizing SAP CRM

Figure 128: Application and Customizing

There are two sides to a CRM system: •

•

Application: A normal user calls transactions to carry out daily work (for example, creating sales orders or accepting complaints as an Interaction Center Agent). Customizing: Using the Implementation Guide (IMG), you can configure the CRM system to specifically map the business process to your needs.

The Implementation Guide (IMG) explains the steps in the implementation process, the SAP standard (factory) Customizing settings, and the system configuration activities. The hierarchical structure of the IMG is based on the application component hierarchy and lists all the documentation that is relevant to implementing the SAP system. The main section describes IMG Customizing activities, where the relevant system settings are made. By using SAP Solution Manager within the implementation phase, customers have direct integration with the required Customizing settings for the selected business scenario.

Figure 129: Example: Creating a new Transaction Type

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The Customizing example given above will be described in further detail on the following slides. It gives you an idea of how a CRM system can be configured. Several Customizing activities are available. Example: Your company uses opportunity management. However, the standard opportunity transaction types do not fully meet your specific business requirements. Therefore, you define a new opportunity transaction type and set the relevant parameters to match your business requirements. This should be carried out in a typical business scenario, such as creating an opportunity that may result in a sales order.

Figure 130: Example: Step 1

The first step in the example is to create a new transaction type for the opportunity, which fulfills the requirements for the business scenario in question. Usually, this is done by copying an existing entry and changing the relevant parameters in a second step: Check the standard Customizing for an appropriate entry and, if available, copy it. Menu path: SAP Easy Access Menu: Architecture and Technology → Configuration → Customizing → SAP Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

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An important part of creating a new opportunity transaction type is to change the necessary parameters to meet your specific needs and requirements. Menu path: SAP Easy Access Menu → Architecture and Technology → Configuration → Customizing → SAP Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types


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Simply creating a new transaction type is not sufficient to proceed further within the application. Depending on the kind of transaction type and the kind of product used, a special item category will be found. This item category manages further processing. Therefore, you must maintain item category determination. Menu path: SAP Easy Access Menu → Architecture and Technology → Configuration → Customizing → SAP Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination


Maintain copy control at header and item level so that you can create follow-up documents such as quotations or orders resulting from an opportunity. Menu path: SAP Easy Access Menu: Architecture and Technology → Configuration → Customizing → SAP Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions: • •

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Define Copying Control for Transaction Types Define Copying Control for Item Categories


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The last step will be to test your newly created opportunity within the application. To do this, select your created transaction type. Access path: E.g. in the role of a Sales Professional: Sales Cycle → Opportunities → Create

Figure 135: Business Add-Ins

If Customizing settings and parameters are not sufficient to meet your requirements, Business Add-Ins (BAdIs) can be used for further enhancements.

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By using Business Add-Ins, customers can insert additional code without modifying the original object. Menu path: • •

SAP Easy Access Menu: Architecture and Technology → ABAP Workbench → Utilities → Business Add-Ins → Definition (SE18) SAP Easy Access Menu: Architecture and Technology → ABAP Workbench → Utilities → Business Add-Ins → Implementation (SE19)

BAdI Implementations can also be created from the IMG.

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Exercise 11: Create a new transaction type Exercise Objectives After completing this exercise, you will be able to: • Create a new transaction type • Understand the basic settings for the transaction type

Business Example You want to use a new transaction type specially adapted to your trade fair business. You will copy an existing transaction type and use the Implementation Guide (IMG) to adapt it.

Task 1: Create a transaction type for an opportunity that contains an action profile for the sales assistant. 1.

Go to the customizing area by selecting the following path: Architecture and Technology → Configuration → Customizing (or use transaction code SPRO). Select the button SAP Reference IMG and branch to Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types.

2.

Search for the existing transaction type OPPT.

3.

Mark the row for OPPT and select the button Copy As.....

4.

Enter the abbreviation ZO## as Transaction Type and the description ##TradeFair (twice, in the right side of the transaction type and also in the Description field). Press ENTER.

5.

In the Information pop-up window confirm by selecting the button Continue.

6.

Use the appropriate button to switch to the details for the transaction type and enter the action profile OPPORTUNITY_SALES_ASSISTANT.

7.

As the sales assistant proposed other actions for the opportunity phase, you must specify the sales cycle. Double-click on Assignment of Business Transaction Categories within the Dialog Structure on the left hand side, mark the row on the right side (Opportunity) and double-click on the Customizing header area in the Dialog Structure. Set the Sales Cycle to 2 New Customer.

8.

Save your data.


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Task 2: To use the new transaction type, you have to maintain the item category determination. 1.

Within the customizing area branch to Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination.

2.

Search (button Position) for Transaction Type OPPT and the Item Category Group (Item Cat. Group) NORM. Select button Continue. Mark the row and select the Copy As... button.

3.

Replace the transaction type OPPT with the new transaction type ZO##. Select ENTER.

4.

Save your entries.

Task 3: Test your new transaction type in the application by creating an opportunity of the type ##TradeFair. Log on to the CRM WebClient User Interface in the role of a Sales Professional. 1.

In the navigation bar select Sales Cycle and choose Create Opportunity. Select the new transaction type ##TradeFair out of the list and enter the following data: Data

Data Value

Description:

Trade Fair ##

Sales prospect:

##Turner

Closing date:

Next week

Sales Stage:

Identify Opportunity

2.

Note that the Sales Assistant functionality is available and active (by choosing More → Sales Assistant), since an action profile was assigned in task 1 step 6.

3.

On the Sales Assistant screen you can now start an action depending on the phase selected. Mark the desired row and click on button Activate. Choose button Back. On the Planned Activities assignment block, the result of the activation is displayed. Note: It is not yet possible to create a quotation as a follow-up document. This is only possible if you have maintained the copy control for business transactions in the customizing area.

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Solution 11: Create a new transaction type Task 1: Create a transaction type for an opportunity that contains an action profile for the sales assistant. 1.

Go to the customizing area by selecting the following path: Architecture and Technology → Configuration → Customizing (or use transaction code SPRO). Select the button SAP Reference IMG and branch to Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types. a)

2.

Search for the existing transaction type OPPT. a)

3.

Confirm the pop-up window.

Use the appropriate button to switch to the details for the transaction type and enter the action profile OPPORTUNITY_SALES_ASSISTANT. a)

7.

Enter ZO## as entry for the new transaction type and the new description.

In the Information pop-up window confirm by selecting the button Continue. a)

6.

Mark the entry for OPPT and copy it to the new transaction type.

Enter the abbreviation ZO## as Transaction Type and the description ##TradeFair (twice, in the right side of the transaction type and also in the Description field). Press ENTER. a)

5.

Choose the button Position, enter OPPT in the field Transaction Type and choose ENTER.

Mark the row for OPPT and select the button Copy As..... a)

4.

Branch to the respective customizing table by using the listed path.

Mark the row with the new transaction type ZO## and select the button Details. In the field Action Profile select OPPORTUNITY_SALES_ASSISTANT out of the list of possible entries.

As the sales assistant proposed other actions for the opportunity phase, you must specify the sales cycle. Double-click on Assignment of Business Transaction Categories within the Dialog Structure on the left hand side, mark the row on the right side (Opportunity) and double-click on the Customizing header area in the Dialog Structure. Set the Sales Cycle to 2 New Customer. a)

Enter the listed data by using the mentioned steps. Continued on next page

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Save your data. a)

Save your new created transaction type.

Task 2: To use the new transaction type, you have to maintain the item category determination. 1.

Within the customizing area branch to Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination. a)

2.

Search (button Position) for Transaction Type OPPT and the Item Category Group (Item Cat. Group) NORM. Select button Continue. Mark the row and select the Copy As... button. a)

3.

Follow the listed procedure to create a new entry within this table.

Replace the transaction type OPPT with the new transaction type ZO##. Select ENTER. a)

4.

Use the mentioned path to branch to the table for Item Category Determination.

Create the new Item Category Determination entry as described.

Save your entries. a)

Press the button Save.

Task 3: Test your new transaction type in the application by creating an opportunity of the type ##TradeFair. Log on to the CRM WebClient User Interface in the role of a Sales Professional. 1.

In the navigation bar select Sales Cycle and choose Create Opportunity. Select the new transaction type ##TradeFair out of the list and enter the following data: Data

Data Value

Description:

Trade Fair ##

Sales prospect:

##Turner

Closing date:

Next week

Sales Stage:

Identify Opportunity

a)

Enter the listed data.


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2.

Note that the Sales Assistant functionality is available and active (by choosing More → Sales Assistant), since an action profile was assigned in task 1 step 6. a)

3.

Choose More → Sales Assistant.

On the Sales Assistant screen you can now start an action depending on the phase selected. Mark the desired row and click on button Activate. Choose button Back. On the Planned Activities assignment block, the result of the activation is displayed. Note: It is not yet possible to create a quotation as a follow-up document. This is only possible if you have maintained the copy control for business transactions in the customizing area. a)

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Create a follow-up activity by using the Sales Assistant as described and analyze the resulting data.


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Lesson Summary You should now be able to: • Explain how to customize a new business transaction in SAP CRM.

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Unit Summary

Unit Summary You should now be able to: • Describe how the SAP Solution Manager supports SAP CRM implementation projects and system administration. • Explain how to customize a new business transaction in SAP CRM.

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Unit Summary

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Course Summary

Course Summary You should now be able to: • • •

Describe the fundamental principles of SAP CRM. Explain the processes, features and functionality offered by the applications that make up the SAP CRM solution. Explain how the SAP CRM solution can be deployed to support the business processes in marketing, sales and customer service.

Related Information • • • •

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Online Help/Knowledge Center: http://help.sap.com/content/documentation/sbs/docu_sbs_crm_design.htm CRM Wiki: https://wiki.sdn.sap.com/wiki/display/CRM/Home SAP.com CRM page: http://www.sap.com/solutions/businesssuite/crm/index.epx ) CRM solution level info SAP Education CRM page: http://www.sap.com/services/education/catalog/crm.epx


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Course Summary

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Feedback SAP AG has made every effort in the preparation of this course to ensure the accuracy and completeness of the materials. If you have any corrections or suggestions for improvement, please record them in the appropriate place in the course evaluation.

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Sapcrm en Col92

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