SAP.crm.Overview

FS310 Inkasso/Exkasso

SAPCRM mySAP CRM Solution Overview

mySAP CRM Solution Overview (Release 4.0)

THE BEST-RUN BUSINESSES RUN SAP SAP AG 2003 © SAP AG©2003

System R/3 – Release BBP CRM 4.0 2004/Q1 Materialnummer 50066537

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SAPCRM

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Copyright

Copyright 2003 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. All rights reserved.

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Trademarks: Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation. IBM®, DB2®, DB2 Universal Database, OS/2®, Parallel Sysplex®, MVS/ESA, AIX®, S/390®, AS/400®, OS/390®, OS/400®, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere®, Netfinity®, Tivoli®, Informix and Informix® Dynamic ServerTM are trademarks of IBM Corporation in USA and/or other countries. ORACLE® is a registered trademark of ORACLE Corporation. UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group. Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA® is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One. SAP, SAP Logo, R/2, R/3, mySAP, mySAP.com, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies.

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SAPCRM

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Prerequisites Prerequisites: This course does not require mySAP CRM or SAP R/3 knowledge.

Recommended: This course is also offered in electronic form. The mySAP CRM Learning Map “mySAP CRM Solution Overview” provides you with SAP eBooks (narrated unit slides), SAPTutorials (interactive screencams allowing you to work through all demos and exercises) and the links to the documentation. You may deepen your knowledge of SAP CRM 3.1 and “SAP CRM 4.0 functionalities by studying the respective mySAP CRM Learning Maps. Customers and partners get access to the my SAP CRM Learning Maps via SAP Knowledge Products: service.sap.com/okp

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SAPCRM

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Target Group – Duration Target Groups: SAP R/3 as well as non-SAP Customers considering an implementation of mySAP CRM Customers and consultants who need to get a fast, yet sound overview of key capabilities and processes of mySAP CRM

Duration: 3 days

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SAPCRM

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Learning Map Objectives This Learning Map will enable you to Describe how you may benefit from the mySAP CRM solutions Convey the advantages of having mySAP CRM within your company Develop solutions to address your customer-related business requirements jointly with the implementation team

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SAPCRM

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Course Agenda

Units: 1.

Introduction to mySAP CRM

5.

mySAP CRM E-Commerce

2.

Foundation & Architecture

6.

3.

mySAP CRM Analytics

mySAP CRM Channel Management

4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.

mySAP CRM Interaction Center

9.

mySAP CRM Service

10. mySAP CRM Field Applications 11. mySAP CRM for Industries 12. mySAP CRM Implementation & Operation

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SAPCRM

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mySAP CRM Overview Case Study Why choose mySAP CRM?

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SAPCRM

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Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


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SAPCRM

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Introduction to mySAP CRM: Unit Objectives

At the conclusion of this unit, you will be able to: Explain how mySAP CRM fits into the enterprise ecosystem with mySAP Business Suite Describe the key processes of the functional and channel key capabilities as well as mySAP CRM for Industries Name the advantages mySAP CRM offers to address challenges faced by customers

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Introduction to mySAP CRM: Business Scenario

Competitive markets, demanding customers and the need to optimize internal processes put companies under great pressure. They are now looking for a software solution which provides seamless end-to-end integration, offers the functionality required by their industry and can be flexibly deployed.

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SAPCRM

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What is CRM?

Customer Relationship Management (CRM) is a business strategy aimed at optimizing customer-facing activities for the greatest impact on business success

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mySAP CRM as Part of the mySAP Business Suite mySAP Business Suite and the Enterprise Ecosystem Product & Services Customer

Purchase Order Management

mySAP SRM

Sales Order & Delivery Management

Maintenance & Quality

mySAP ERP Financials Human Resources Corporate Services Operations

mySAP CRM

Inventory & Production

Supply Chain Partner

mySAP SCM

Multichannel

mySAP PLM

SAP NetWeaver Partner Operations & Administration

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mySAP Business Suite is a suite of business applications and application & integration platforms. It enables companies to manage the entire value chain across business network which, in turn, makes them more flexible. y mySAP Business Suite consists of the following SAP solutions y mySAP CRM (Customer Relationship Management) y mySAP SCM (Supply Chain Management) y mySAP PLM (Product Lifecycle Management) y mySAP SRM (Supplier Relationship Management) y mySAP HR (Human Resources) y mySAP FIN(Financials) y mySAP Mobile Business y SAP NetWeaver

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Departments of an Enterprise Driving Customer Interactions Which departments of an enterprise are involved in customer-facing activities?

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Customer Related Activities in Marketing Key Processes Campaign Management Customer Segmentation Lead Management E-Marketing Trade Promotion Management (TPM) Marketing Planning and Analytics

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mySAP CRM Marketing is the only solution that encompasses the entire marketing process for extensive customer engagement.

It delivers the critical capabilities of marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation in an easy, intuitive and configurable interface.

Through the personalized “gateways” enabled by mySAP CRM’s “portal infrastructure”, marketing plans can be developed and budgeted at an enterprise perspective and executed at any level within the organization.

Initiatives can be designed and executed to meet specific corporate objectives – with associated KPIs defined and measured to ensure bottom-line results.

Through embedded analytics, fiscal results delivered through executed marketing plans and campaigns are recorded in real-time for intelligent decisions and “true” ROI reporting.

Additionally, its open architectural design and in-built connected capability with SAP’s underlying web application server provide assurance and confidence that implied “marketing” promises can always be delivered with complete visibility through the supply chain.

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Customer Related Activities in Sales Key Processes Sales Order Management, Quotations and Contracts Account and Contact Management Opportunity and Pipeline Management Task and Activity Management Incentives and Commissions Management Leasing Sales Planning and Analytics

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mySAP CRM Sales spans all customer sales channels ensuring seamless, scalable customer transactions.

mySAP CRM supplies organizations with world-class Enterprise Sales, Telesales, Field Sales and ESelling solutions to transact with their customers anytime, anywhere.

“Enterprise Sales” enables organizations to plan and forecast sales activities accurately, analyze the sales pipeline in a timely manner, manage tasks effectively, target cross- and up-selling opportunities, and promote collaboration in a team-selling environment.

“Telesales” leverages the core capabilities of the mySAP CRM Interaction Center. It speeds customer interactions enabling real-time targeting, identification and transfer of qualified leads to an organization’s enterprise sales force.

“Mobile Sales” provides the ability to accurately plan and forecast sales, rapidly assess pipeline opportunity, effectively manage tasks, target cross-sell/up-sell opportunity and collaborate within a sales team, in real-time, through online/offline access from any mobile computing device.

“E-Selling” empowers an organization’s customers with personalized, convenient and consistent service 24x7x365. Customers can access and research information and then purchase products or services anytime, anywhere.

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Customer Related Activities in Service Key Processes Service Request, Service Order and Contract Management Complaint Management Case Management Installed Base Management Knowledge Management Workflow and Escalation Management Workforce Management Professional Services Service Planning and Analytics

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mySAP CRM Service offers consolidated, operational insight enabling unparalleled service and fulfillment appropriately matched to customer revenue potential. It equips organizations with comprehensive capabilities in the areas of Customer Service and Support, E-Service, Service Operations Management and Field Service.

“Customer Service and Support” enables customer service centers to manage and fulfill commitments to both partners and customers with efficient service planning and execution. It manages the entire service process, from creating and updating service requests and complaints to the scheduling of qualified field personnel for on-site repairs.

“Service Operations Management” centralizes service planning – tactically and strategically – through service administration, transactional support and operational/financial analytics. It supports both single and multi-tiered organizations across their complete lines of business and equips firms with the ability to plan, monitor and control service costs for optimal customer profitability.

“Mobile Service” empowers service employees with the full power and knowledge of the entire enterprise. Companies are assured that the right individuals are deployed with the knowledge needed to exceed customer service expectations. Service Parts and Service Order Management ensure that field staff are able to check inventory, locate materials and place orders for specific components with precision and confidence regardless of location or time.

“E-Service” leverages the real-time, self-service potential of the Internet to help organizations lower costs and improve customer satisfaction 24x7x365. Customer portals offer consumers complete and controllable familiarity. Voice-recognition coupled with knowledge management extends the realtime convenience of the web to those without web access. Chat and collaborative web technologies allow instantaneous and uniform service delivery anywhere in the world.

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Customer Interaction Channels

Which channels does an enterprise use to interact with customers?

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Customer Interaction Channels

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Deep Industry Processes go Beyond Data and Presentation Layers Why is it important to consider industry-specific requirements?

Business Partner

What do I

sell or service?

How do I

sell or service?

Citizen in Public Sector

Physicians in Pharmaceuticals

Stores in Retail

Retailer and Consumer in Consumer Products

… Materials and Sets in Consumer Products

Orders in Consumer Products

Vehicles in Automotive

Cases in Public Sector

Consultants in Professional Services

Contracts in Utilities

…

…

Business

Product

Processes

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Key Industry Processes within mySAP CRM Manufacturing Industries

Service Industries

Customer and Vehicle Relationship Management (Automotive)

Professional Services

Trade Promotion Management (Consumer Products)

Intellectual Property Management, Campaign Management for Advertising and Subscriptions

(Service Providers)

Channel Sales Management (High Tech)

(Media)

Value Based Detailing, Contracts and Chargeback (Pharmaceuticals)

Sales Management for Commercial and Industrial Customers

Sales Against Contracts (Oil & Gas) Asset Services Portal (Industrial Machinery & Components) Lean Batch Management (Process Industries) …

(Utilities)

Case Management

INDUSTRYSPECIFIC CRM

(Public Sector, Financial Services, Telco)

Constituent Services (Public Sector)

Contract Sales in Dealer Portal (Telco)

Leasing Customer Oriented Banking and Insurance Services …

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SAP has adopted a strong, outside-in driven development strategy that delivers on the market demands defined by our customers and will continue to keep us at the forefront of emerging market trends. This effort is supported by our great expertise across 23 industries and unrivalled investment in research and development. While focus industries differ by region and even by country, SAP CRM 4.0 delivers value to customers across all major industries. In a comprehensive roll-in process, it was decided jointly between Field, Marketing, IBUs and Development which scenarios to develop for which industry – balancing input from SAP regions, customer groups, analysts, and partners with market potentials.

An essential prerequisite for all of this is the capability to model the three decisive entities of any CRM solution which vary from industry to industry – on the one hand, the customer and partner ecosystem as well as the products and services to be offered; on the other, the business transactions required by the individual industries.

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Case Study of mySAP CRM Solution Overview 44

Analyst looks at the sales distribution and classifies customers

mySAP CRM Marketing

Marketing manager creates a target group and a marketing campaign

33 55

mySAP CRM Analytics

mySAP CRM Field Appl.

99

Customer makes purchase in Web shop

mySAP 10 10 Service technician CRM provides solution Solution to customer Customer calls, IC agent creates complaint 88

mySAP CRM Service

Service rep creates service order and assigns appointment to service technician © SAP AG 2003

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mySAP CRM Channel Mgmt

Channel manager creates lead, partner creates order mySAP CRM Sales


66

77

Sales order is replicated to SAP Enterprise and delivery takes place

Note: Numbers correspond to chapters

SAPCRM

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Why choose mySAP CRM? 1. Support of Seamless End-to-End Processes

CRM Processes Across the Value Chain

Powered by NetWeaver © SAP AG 2003

Complete, Best-In-Class Integrated business applications y The suite combines best-in-class proven business applications (SAP CRM, SAP SCM, SAP R/3 Enterprise,…) into a business and technology foundation powered by SAPNetWeaver. All applications are built on the SAP Web Application Server; common development, administration and security environments are used across all applications. The portal is the information delivery framework for all applications, whether SAP or non SAP. Mobile business applications in each solution are built on the mobile infrastructure to drive business mobility. The integration broker and Business Process Management provide process centric integration for SAP and non-SAP systems within and beyond enterprise boundaries based on open standards such as XML, Java and web services standards.

Extension beyond “ERP” capabilities in synchronization with ERP y The prepackaged Integration to SAP R/3 enables companies to add CRM, SCM, PLM and SRM capabilities to their SAP R/3 installations and ensure low TCO and fast T2B.

Broadest business content y SAP is the only infrastructure provider that offers broad and diverse connectivity and business content developed by SAP and its partners network, based on SAP’s intimate, longstanding knowledge of intricate business processes in more than 20 industries. This content shortens the development cycle for customers and drives down the cost of integration projects.

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Why choose mySAP CRM? 2. Best Industry-Specific Capabilities

Industry-Specific Solutions as Strategy

30 years of industry expertise Best practices developed with largest customer base and joint development projects with leading organizations Powerful organization in place across 23 industries Largest partner ecosystem © SAP AG 2003

Best of Suite by Industry y Broadest Best-In Class business application (#1 or #2 Position of SAP in the respective market category) and platform footprint and industry specific capabilities and content for more than 20 industries.

Powered by SAP NetWeaver y Open application and integration platform with world class operations concept to run entire businesses and business networks in a secure and reliable fashion.

Prepackaged Integration y mySAP Business Suite provides business applications which are integrated by design and have open interfaces. The prepackaged integration between SAP business applications including SAP R/3 enable real-time end-to-end business scenarios.

Enabling Adaptive Business y SAP NetWeaver enables an open approach to adapt your system infrastructure to changing needs. mySAP solutions provide real-time data integration with the SAP R/3 transactions and leverage business analytics and planning applications to enable the user to adapt his business to changing customer and market requirements.

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Why choose mySAP CRM? 3. Modular Deployment Enables Fast Return on Investment

Customers start according to their priorities, realize fast ROI and expand solutions step-by-step SAP Customer’s Quick Steps to CRM Value

mySAP CRM @ Customer Site Product Proposal

Field Sales OMS

Outbound Telesales Campaign Automation

Interactive Selling

mySAP CRM Platform

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Sample Solution Maps: CRM Enterprise

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Streamlined business processes supported by technology, integrating customers, suppliers and business partners, is the key to remaining successful in a competitive market. Sometimes, the visualization, evaluation and further communication of these business processes can pose a real challenge. SAP’s Solution Maps allow you to quickly understand business solutions and the business value they can bring to a company. They help focus on the core processes and functions that can increase a company’s ability to compete, strengthen relationships with partners, and help a company become closely oriented to the markets and customers it serves.

The Business Map portfolio is a comprehensive collection of industry-specific, cross-industry and infrastructure and services blueprints, of Solution 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 access the SAP Solution Map for mySAP CRM via the Service Marketplace, alias Solutionmaps, SAP Business Maps > Cross-Industry Maps.

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Sample Solution Maps: mySAP CRM Sales (extract) Sales (1) Sales Planning and c Forecasting Integrated EBusiness Planning Platform (S1) Flexible Modeling (S1) Strategic Planning (S1) Supply Chain Integration (S1)

Territory Management Market Segmentation (S1) Territory Maintenance (S1) Assignment Scheduling (S1) Territory/ Organizational Mapping (S1)

Rolling Forecast (S1)

Responsibility Determination (S1)

Collaborative Planning (S1)

Mobile Business Support (S1)

Planning-Cycle Monitoring (S1) Performance Reviews (S1)

Territory Reorganization (S1)

Sales Planning Cockpit (S1) Business Content (S1)

Sales Analysis by Territory (S1) Interface to ThirdParty Territory Planning Tools (S1)

Account and Contact Management Account and Contact Person (S1) Search and List (S1) Fact Sheet (S1, S2) Interaction History (S1) Activities (S1) Opportunities (S1) Addresses (S1) Relationships (S1) Pricing (S1) Notes (S1) Attachments (S1) Print Account Overview (S1) Email and Fax Integration (S1)

Activity Management

Opportunity c Management

Tasks and Business Activities (S1) Automatic Partner Determination (S1) Automatic Organizational Data Determination (S1) Status and Result (S1) Notes (S1) Attachments (S1) Private Activities (S1) Groupware Integration (S1) Campaign Reference (S1) Activity Journal (S1) Follow-Up Documents (S1) Action Management (S1) Workflow Management (S1) Activity Monitor (S1) Multiple Survey Assignment (S1) Document Flow (S1) Active/Passive Analysis (S1) Success/Failure Analysis (S1) Customer Care Intensity Analysis (S1) Activities per Organizational Unit Analysis (S1) Activity History Analysis (S1)

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Planned Activities Analysis (S1) Sales Cycle Analysis (S1)

Opportunity Planning (S1) Sales Team (S1) Competitors (S1) Product Notes (S1) Individual Sales Cycle (S1) Automatic Partner Determination (S1) Automatic Organizational Data Determination (S1) Product Category (S1) Pricing (S1) Follow-Up Documents (S1) Product Configuration (S1) Expected Product Value (S1) Attachments (S1) Competitor Products (S1) Multiple Survey Assignment (S1) Project Milestones (S1) Lead to Opportunity Workflow (S1) Status and Reason (S1) Buying Center (S1) Assessment (Survey) (S1) Competitor Analyses (S1) Sales Assistant (S1)

SAPCRM

Quotation and Order c Management Inquiries (S1)

Contract Incentive and Management and Commission c c Management Leasing Value Contracts (S1)

Quantity Contracts Quotations (S1) (S1) Sales Orders (S1) Releasable Mixed Documents (S1) Products (S1) Automatic Automatic Organizational Data Organizational Data Determination (S1) Determination (S1) Automatic Partner Automatic Partner Determination (S1) Determination (S1) Automatic Text Text Management Handling (S1) (S1) Status Status Management (S1) Management (S1) Pricing (S1) Pricing (S1) Attachments (S1) Attachments (S1) Incompletion Credit Management Check (S1) and Credit Check Credit Management (S1, S2) and Credit Check Payment Card (S1, S2) Processing (S1, Payment Card S2) Processing (S1, Workflow S2) Management (S1) Workflow Automated FollowManagement (S1) Up Processes (S1) Automated FollowOutput Up Processes (S1) Determination (S1) Document Flow (S1) Pricing and Product Product Listing/ Configuration (S1) Exclusion (S1) Document Flow Product (S1) Determination (S1) Product Date Management Configuration (S1) (S1) Batch Processing Authorized (S1, S4) Partners (S1, S2) Sales Document Monetary Value in with Structured Quantity Contracts Products (S1) (S1)

Incentive Plan Modeling (S31) Configuration Templates (S31) Roll Up Hierarchies /Indirect Participants (S31) Contracts and Agreements Handling (S31) Individual Plans (S31) Segment Management (S31) Participant Determination (S31) Transaction Valuation (S31) Commission Remuneration (S31) Incentive (Bonus) Remuneration (S31) Quota Attainment Calculation (S31) Results Adjustments (S31) Posting and Settlement (S31, S11, S9) Commission Simulation (S31) Commission Status Management (S31, S13, S137, S99)

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CRM Content Supports Implementation

CRM Solution Manager Content 4.0

Component Views

Configuration Guides

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SAP CRM 4.0 Business Scenarios are designed to help customers to reduce costs, increase revenue and increase customer satisfaction. They support nested Business Processes in Sales, Service and Marketing across various interaction channels.

With the current release of mySAP CRM, SAP Solution Manager provides pre-configured CRM content in the form of 280 prepackaged business processes with heavy emphasis on the requirements of 23 industries. More than 90 prepackaged Business Scenarios with 130 variants are offered in all key capabilities of the mySAP CRM Solution portfolio: Marketing, Sales, Service, Analytics, Field Applications, Interaction Center, E-Commerce and Channel Management. Presently, 15 Business Scenarios are specifically designed for ten different industries and the number of predefined Business Scenarios is constantly growing. The industries covered are Oil & Gas, Consumer Products, Service Provider, Media, Automotive, Pharmaceuticals, Public Services, Utilities, Telecommunications and High Tech.

The business processes are displayed graphically using SAP Component Views®.

CRM business content is shipped exclusively through SAP Solution Manager. A download of regular updated content is available through SAP Service Market Place.

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Introduction to mySAP CRM: Unit Summary

You are now able to: Explain how mySAP CRM is part of the enterprise ecosystem with mySAP Business Suite Describe the key processes of the functional and channel key capabilities as well as mySAP CRM for Industries Name the advantages mySAP CRM offers to address challenges faced by customers

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mySAP CRM Architecture Overview Channel Architecture People-Centric CRM and mySAP Enterprise Portal Roles in mySAP CRM

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Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


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Foundation & Architecture: Unit Objectives

At the conclusion of this unit, you will be able to: Describe the various components of the mySAP CRM architecture List the various channels used within the mySAP CRM landscape Explain the concept and advantages of People-Centric CRM List the pre-configured user roles in mySAP CRM

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Case Study: Foundation & Architecture

In order to optimize your customer interactions, you intend to implement different channels within your company, such as internet, telephony, field and/or partners. Therefore, you need to understand the system landscape for mySAP CRM. Additionally, you wish to provide your employees with an intuitive and user-friendly user interface to execute their daily work.

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Customer Centric E-Business with mySAP CRM

The Solution is Complete

Rich Functionality and Supporting Capabilities

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Today’s complex customer problems require a deployable CRM solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers. mySAP CRM combines extensive functional capabilities in the core areas of Marketing, Sales and Service with award-winning Analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers. All of this enables the closed-loop interaction cycle underlying mySAP CRM’s unique value propositions. mySAP CRM is built on an open, reliable, secure and scalabe technology platform. The comprehensive range services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the solution environment.

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mySAP CRM Architectural Concept Telephony, e-mail

SAP R/3

CRM System

Internet As logical box

Mobile Clients Handhelds

SD

SAP Enterprise Portal

SAP BW

SAP APO

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mySAP CRM is the sum of all CRM functions and incorporates not only CRM components but also the SAP Business Information Warehouse (SAP BW), Advanced Planner and Optimizer (SAP APO) and SAP R/3. mySAP Customer Relationship Management (CRM), which is part of the mySAP Business Suite, includes a central CRM server, which provides access to the system via various channels, and connection to other systems. The following application components are supported in mySAP CRM: Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or email to contact sales or service representatives. Internet: Internet users may configure and order products or services using the Internet components of mySAP CRM. Mobile Clients / Handhelds: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server. The mySAP CRM solution offers you the following fully-integrated connections: The SAP CRM System as a central CRM server with its application components. SAP R/3 as a back-end system with proven ERP functions. The SAP BW System as a data warehouse solution with comprehensive statistical and analysis possibilities. The SAP APO System as a global Available-to-Promise (ATP) check and demand planning solution. The SAP Enterprise Portal as a tool that provides you with integrated access to all systems. © SAP AG

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SAP CRM and Other SAP Systems

SAP R/3

SAP CRM CRM Enterprise CRM Middleware

R/3 Adapter Plug-In BW Adapter

SAP BW

SAP APO

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Data is exchanged between the CRM system and a connected OLTP R/3 (minimum release 3.1I) system primarily via the CRM Middleware. A plug-in installed on the OLTP R/3 System acts as a counterpart to the R/3 adapter, supporting the communication of data between the two systems. The data exchange includes an initial transfer of customizing, master and transactional data to the CRM System, as well as delta data in both directions. Sales orders are entered in the Internet Sales application component, Interaction Center, Mobile Client or the CRM Server. To confirm whether the requested items can be delivered on time, you need to carry out the Available-to-Promise (ATP) check. The SAP Advanced Planner and Optimizer (SAP APO) performs these functions. SAP APO is used in Supply Chain Management and can be integrated seamlessly with the mySAP CRM solution. The SAP Business Information Warehouse (SAP BW) is used as a data source for part of the mySAP CRM solution, but also contains data for consolidation and analysis.

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CRM Middleware

The CRM Middleware Is an integral part of the CRM Server Is the message hub

CRM Server CRM Middleware Groupware Adapter

Requires No extra software No extra installation No extra server Benefit: Reduced integration costs

External Interface Adapter

CRM Server Applications • Interaction Center

CRM Adapter (Validation Service)

• Opportunity Mgmt. • Marketing Planning • Campaign Mgmt.

R/3 Adapter

• ...

BW Adapter Mobile Client Adapter

SAP Web Application Server

CRM Database

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The mySAP CRM solution supports the handling of CRM business objects, such as customers and prospects, activities and opportunities, products and product catalogs in a variety of application components such as Internet Sales, Service Interaction Center, Telesales and Campaign Management. Some of these components need external extensions for communication or integration purposes. These components will be described in more detail in later sections. A middleware layer supports the controlled data exchange with other systems – mobile clients, backend systems, and data warehouses. Especially for mobile clients, a replication mechanism ensures a consistent and up-to-date data set on the distributed local databases. Message queuing ensures delivery and processing of data. Software adapters are used to connect to external systems. These adapters assign data and convert it into various formats. The ASCII Adapter and external interfaces are provided for this purpose. The mySAP CRM application components also exchange data with the middleware layer via a CRM adapter. The mySAP CRM solution is built on the SAP Basis System, which provides a proven development platform, scalability, platform independence, and various other SAP R/3 tools. Therefore, the mySAP CRM solution can be configured in the same flexible way as SAP R/3.

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mySAP CRM and Internet Applications Firewall

Firewall

Web-Browser Internet Pricing & Configurator (IPC) WebServer

Index Server & Search Engine

CRM Server

E-Selling E-Service

J2EE (Java 2 Enterprise Edition) Appl. Server

Web Middleware © SAP AG 2003

The Internet Sales and Internet Customer Self-Service application components offer access to the mySAP CRM solution for Internet users connecting 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. The Internet application components are available via a Web server and are made possible by J2EE (Java 2 Enterprise Edition) technology. This technology represents an open, non-SAP proprietary platform. Product catalogs are exported from mySAP 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. This design as a separate component ensures the high performance needed in an Internet environment.

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mySAP CRM Interaction Center Architecture

CRM-System E-Mail-Server

SAPconnect

SAPphone Telephone Switch

CTI-Server

(for IC WinClient)

ICI (for IC WebClient)

© SAP AG 2003

The Interaction Center supports various communication channels, such as telephones, e-mail, fax and Internet applications such as Call me back, co-browsing, and voice over Internet protocol (VoIP). For the Interaction Center WinClient you can make telephone and e-mail connections using the SAP standard interfaces (APIs) SAPphone and SAPconnect. SAPphone forms an interface between the mySAP CRM application components and Computer Telephony Integration (CTI). CTI, in turn, creates the connection to telephone switching. CTI vendors can be certified through the SAP Complementary Software Program (CSP). The SAPphone standard interface guarantees flexible scalability of the CTI components. The SAPconnect interface is used in combination with SAP workflow to support the complete e-mail cycle from and to business partners. In the Interaction Center, WebClient multichannel options are consolidated through the Integrated Communication Interface. By leveraging new technology such as Extensible Markup Language (XML) and Simple Object Access Protocol (SOAP), mySAP CRM open integrated communications interface (ICI) supports the integration of mySAP CRM solutions with non-SAP communications products, such as universal queue, computer telephony, automatic call distribution, interactive voice response, e-mail management and text chat systems. As a result, companies leverage their existing technology investments.

© SAP AG

SAPCRM

2-10

mySAP CRM Mobile Sales/Service (Laptop Solution) Mobile Sales / Mobile Service Mobile Client application with separate database on the laptop Workgroup Solution Groupware Integration Local Pricing and Configuration Engine

Data Synchronization with CRM Middleware Filtered and unfiltered replication Dependencies between objects Territory Management Realignment

Solution Management Fast Deployment with automatic installation process Backup and Recovery © SAP AG 2003

The mySAP CRM components Mobile Sales and Mobile Service support a company’s mobile field sales and service employees. Users have complete access to all relevant information on their laptops. However, each user can access data in his area of responsibility only (for example, all customers of one postal code). This data is updated by regular data exchanges 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 objectoriented, visual modeling tool. The CRM Middleware provides the necessary functionality for the data replication to mobile clients.

© SAP AG

SAPCRM

2-11

mySAP CRM Mobile Sales/Service for Handheld Mobile Device

Native application (Custom add-on)

Browser

Based on SAP Mobile Engine

JSP (standard and custom developed)

Synchronization, Data

JSP based mobile client applications for sales and service representatives on the handheld Replication of relevant business data to the user’s handheld Territory Management

SAP Mobile Engine Native UI

Local Web server

Mobile Sales / Mobile Service for Handheld

Platform Pocket PC Synchronization Service Deployment with automatic installation process

© SAP AG 2003

The Mobile Sales for Handheld and the Mobile Service for Handheld applications run on mobile devices supported by the SAP Mobile Engine, the central platform for mySAP Mobile Business applications. The SAP Mobile Engine is installed locally on a mobile device and is equipped with a Web server, a database layer and its own business logic. Staff working remotely can, therefore, work offline and do not have to wait for a network connection to complete time-critical business applications. The SAP Mobile Engine offers tools for synchronization and data replication that make the data of the mobile device consistent with that of the backend. 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.

© SAP AG

SAPCRM

2-12

People-Centric CRM People-Centric CRM Intuitive User Interface Portal-based access to multiple applications and data sources Pre-configured user roles Knowledge Management Personalization and configuration

Link from Opportunity detail to related Account detail

© SAP AG 2003

User-friendly user interface Intuitive and recognizable interaction design. Easy navigation and Internet-like behavior. User adoption of CRM solution is key to success. Pre-configured user roles Preassembled content for complete business tasks. Easy adaptation of the roles for specific needs. Knowledge Management (KM) Users request easy access to the knowledge of the entire enterprise through a single point of access. Documents should be displayed within their specific context (e.g. a CRM transaction). This context should be automatically accessed from the KM search result list. Personalization and configuration Users require personalization options to adapt content to their liking. User interface needs to be flexible and configurable to embrace customer-specific business requirements.

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SAPCRM

2-13

SAP Enterprise Portal – A Cornerstone of People-Centric CRM Provides CRM Users with easy access to multiple sources Applications mySAP CRM, SAP R/3, non-SAP... Business Intelligence CRM Analytics Content and Documents for example Info Center with sales collateral Web for example news on market trends and competitors

© SAP AG 2003

A portal enables personalized access to appropriate information – transactional, analytical and Web content from various sources – for a certain purpose. Portals help to procure information. The information is often scattered in various formats in various filing systems, such as file servers, Web servers and databases. The task of the portal is to provide this information specifically to the user at a single source. The relevant information and applications are consolidated for the users by content editors and portal administrators. For users, portals have advantages because the cumbersome search for information and applications is no longer necessary. The portal server creates the HTML from the various sources. Content metadata and user data is stored in the persistence layer. Other components of the Enterprise Portal enable single-sign on (based on the Lightweight Directory Access Protocol (LDAP) for user management) and session management for locking and unlocking data. The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag & relate functionality). The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal.

© SAP AG

SAPCRM

2-14

People-Centric CRM – Role Concept Individuals ... ... need to perform different job functions, business activities, and tasks

People-Centric CRM ... ... packages all content needed to perform a job function as a role A role consists of worksets for each business activity Each workset provides pages to access all underlying applications needed to perform a task © SAP AG 2003

Portal content consists primarily of iViews. Each iView brings to the portal desktop specified data from an information resource such as a relational database, ERP system, CRM system, enterprise application, collaboration tool, e-mail exchange system, intranet or the World Wide Web. iViews return up-to-the-minute information each time they are launched. iViews are generally displayed through portal pages. You can import predefined pages or create your own pages. The page definition includes a list of associated iViews and layout specifications. Worksets bundle related pages, iViews, and roles. User access to content is determined by role definitions. A portal role is a collection of task-oriented content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles. The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar and the detailed navigation tree. A user navigates through portal content by clicking tabs at top and detailed navigation levels.

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SAPCRM

2-15

Pre-configured Roles in mySAP CRM

The following applications run in preconfirgured roles: Sales Marketing Service Interaction Center Channel Management Portal Administration

Additionnally, a large number of industry roles is available or is planned.

© SAP AG 2003

Business packages are groups of related worksets. They are available through the iViewStudio (www.iviewstudio.com). The Business Package for SAP CRM 4.0 primarily supports the following roles: Sales: Sales Manager, Sales Representative, Billing Clerk Marketing: Campaign Manager, Lead Manager, Lead Qualifier, Account Manager, Trade Marketing Manager, Brand Manager Service: Service Manager, Service Representative Interaction Center: Interaction Center Manager, Interaction Center Agent Channel Management: Customer and Customer Administrator, Channel Manager, Partner Manager, Partner Manager – Channel Commerce, Partner Employee Portal administration: CRM Portal User, CRM Portal Administrator Additionnally, the Business Packages of the individual industries delivered in connection with mySAP CRM 4.0 contain a large number of mySAP CRM for Industries roles. Please see the chapter “mySAP CRM for Industries” for more information.

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SAPCRM

2-16

People-Centric CRM – Roles in mySAP CRM Sales Sales Manager

Sales Representative

Is responsible for managing a team of sales employees and ensuring that the team’s sales targets are met.

Is responsible for maintaining customer relations and selling products and services.

Information-driven role

Operative role

Needs a lot of information, including analytics and planning functionality.

Needs operational data and transactional applications.

Billing Clerk

Sales Assistant

Moderates the entire billing document procedure, that is, the processing of invoices, credit memos, debit memos and cancellation documents.

Supports and assists the sales team in all aspects of sales.

Operative role Uses the system for his daily work. Focuses on operative tasks.

Operative role Is a professional user and uses the system for carrying out his or her daily work.

© SAP AG 2003

mySAP CRM Sales offers four roles for the People-Centric User Interface: The sales manager role provides sales managers with a single, personalized, and customizable interface for tools and information. It provides managers with one-click access to critical customer information as well as sales strategy, planning, key analytics and relevant Web content. With this type of access to critical sales data and processes, sales managers can manage team members more proactively, increase market share and ensure revenue targets are consistently met The sales rep role combines robust sales CRM functionality and Internet content within a single, customizable interface. It integrates centralized customer information with CRM functionality, maximizing the effectiveness of sales professionals by creating a personalized workplace where they can manage current and future sales opportunities. It provides sales professionals with oneclick access to the critical information and tools needed to drive more revenue whilst ensuring no critical tasks are left undone The billing clerk role provides a single, personalized, tailored point of entry into all critical customer information and CRM features they need to process invoices and create credit and debit memos The Sales assistant supports the sales team in all aspects of sales: he maintains and updates customer master data, gathers information on prospects and customers, prepares quotations and sales contracts, ensures successful order processing, receives/accepts inquiries and complaints, maintains pricing data and other master data and prepares reports and analysis for the sales manager

© SAP AG

SAPCRM

2-17

Foundation & Architecture: Unit Summary

You are now able to: Describe the various components of the mySAP CRM architecture List the various channels used within the mySAP CRM landscape Explain the concept and advantages of People-Centric CRM List the pre-configured user roles in mySAP CRM

© SAP AG 2003

© SAP AG

SAPCRM

2-18

Exercises Unit: Foundation and Architecture Topic: Navigation and Account Management in the PeopleCentric UI

1-1

Access the People-Centric UI of mySAP CRM. 1-1-1 Open the Web browser using the URL your instructor gives you. 1-1-2 Log on with the user Salesrep and password welcome. All course participants will use the same user and password.

1-2

Choose Account Management → Account Management. 1-2-1 What options do you have to access the business partner Media Store? __________________________________________________ __________________________________________________ 1-2-2 Go to the account data of Media Store using the Favorites list. 1-2-3 What is the e-mail address of Media Store? Describe two ways to find out. __________________________________________________ __________________________________________________ __________________________________________________ e-mail:____________________________________________ 1-2-4 Name some of the interactions where our sales team has dealt with Media Store in the past. __________________________________________________ __________________________________________________ 1-2-5 Look up an activity such as a sales call or a phone call where Media Store is involved. Who is the contact person at Media Store? __________________________________________________ 1-2-6 Where do you find the list of contact persons for an account? __________________________________________________

© SAP AG

SAPCRM

2-19

1-3

Where can you personalize the portal page or adjust settings that affect the look and feel of the portal? __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________

© SAP AG

SAPCRM

2-20

Solutions Unit: Foundation and Architecture Topic: Navigation and Account Management in the PeopleCentric UI

1-1

Access the People-Centric UI of mySAP CRM. 1-1-1 Open the Web browser using the URL your instructor gives you. 1-1-2 Log on with the user Salesrep and password welcome. All course participants will use the same user and password.

1-2

Choose Account Management → Account Management. 1-2-1 What options do you have to access the business partner Media Store? Use the corresponding hyperlink in my Favorites: Customers. Choose Account Management → Accounts. You can use the advanced search (Open Advanced Search). Alternatively, because the search result my Favorites is already displayed, select the line with Media Store right away. 1-2-2 Go to the account data of Media Store using the Favorites list. 1-2-3 What is the e-mail address of Media Store? Describe two ways to find out. Toggle the view (Toggle button) to display more fields. Use the Personalize button of the search result area of the Accounts page to rearrange the displayed columns. This option has been deactivated by the portal administrator. e-mail address: [email protected] 1-2-4 Name some of the interactions where our sales team has dealt with Media Store in the past. Complaints, activities, sales orders, or service orders, just to name a few. You will find a list of these interactions on the Interaction History tab. 1-2-5 Look up an activity, such as a sales call or a phone call, where Media Store is involved. Who is the contact person at Media Store? You have several options. You can go to an activity via hyperlinks on the Interaction History tab or via the Activities tab. You can also go to an activity by choosing Activities → Activities, then using the advanced search (open Advanced Search). An interaction without a hyperlink cannot be accessed via this sales rep portal role, however, the role may be expanded to include special transactions such as service transactions. In the activity, go to the Partners tab. John Taylor is the contact person for Media Store.

© SAP AG

SAPCRM

2-21

1-2-6 Where do you find the list of contact persons for an account? Go to the Relationships tab of the account. 1-3

Where can you personalize the portal page or adjust settings that affect the look and feel of the portal? On the upper right, the Page and Portal buttons offer you a personalization option. The Page personalization, which allows you to do such things as rearrange the iViews on a page, has been set to inactive for the end user. Using the Portal button, you can do such things as change the portal language (Portal Language tab) or the portal branding (Portal Design tab). Remember that (as a prerequisite) the language to be selected must be chosen for the Web browser first. To do this, choose Tools → Internet Options → General tab, choose Languages… and include the desired language in Language Preference.

© SAP AG

SAPCRM

2-22

mySAP CRM Analytics

Overview Analytical Methods Analytical Scenarios

© SAP AG 2003

© SAP AG

SAPCRM

3-1

Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

© SAP AG

SAPCRM

3-2

mySAP CRM Analytics: Unit Objectives

At the conclusion of this unit, you will be able to: Explain how mySAP CRM Analytics is an integral part of a complete CRM Solution Use the analytical methods provided Describe the analytical scenarios

© SAP AG 2003

© SAP AG

SAPCRM

3-3

Case Study: mySAP CRM Analytics Analyst looks at the sales distribution and classifies customers

44 mySAP CRM Marketing


33 mySAP CRM Analytics

mySAP CRM Solution

© SAP AG 2003

The Marketing Manager of our company analyzes sales & customer distribution and examines a given customer’s preferred sales channels. She discovers an untapped potential of additional revenues and decides on a new marketing campaign. The association analysis helps her to define cross-selling items to boost revenue.

© SAP AG

SAPCRM

3-4

mySAP CRM Analytics

Overview Analytical Methods Analytical Scenarios

© SAP AG 2003

© SAP AG

SAPCRM

3-5

Customer Centric E-Business with mySAP CRM



© SAP AG 2003

Today’s complex customer problems require a deployable CRM solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers.

mySAP CRM combines extensive functional capabilities in the core areas of Marketing, Sales and Service with award-winning Analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers.

All of this enables the closed loop interaction cycle, underlined mySAP CRM’s unique value propositions.

mySAP CRM is built on an open, reliable, secure and scalabe technology platform.

The comprehensive range services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the solution environment.

© SAP AG

SAPCRM

3-6

Critical Steps for CRM Analytics CRM Analytics helps you capture and integrate your data into a single 360 degree view of your customer

Analytical methods can be used to analyze your relationships with your customers and the efficiency of your actions

r ste Ma ata D

Data

... ... ...

t

Relationship Targets Optimization The insights gained from the analysis enable personalized, customer-oriented actions to be triggered

Insight

Actions

ig h s In

Relationship Planning helps you to coordinate your actions and focus your employees on common targets

The ROI of CRM doesn’t come from doing the same thing faster © SAP AG 2003

CRM Analytics is an integrated suite of analytical and planning solutions that fully enable companies to drive customer-centric processes.

It allows you realize the full profit potential of each customer with greater y Profit margins y Share of wallet y Satisfaction y Loyalty y Rate of conversion

It provides you with relevant analytical packages and content that enable you to y Measure, y Predict, y Plan and y Optimize

your customer relationships.

© SAP AG

SAPCRM

3-7

Analytical Methods

© SAP AG 2003

mySAP CRM enables you to easily capture and synchronize all relevant data in your customer knowledge base and provides state-of-the-art reporting tools that allow you to monitor and measure the performance of your business. The predictive capabilities help you uncover hidden patterns and then deploy this knowledge to anticipate risks and opportunities in marketing, sales, and service.

What's more, mySAP CRM delivers an integrated and flexible planning platform so you can set clear goals and coordinate resources to achieve your business objectives. Most importantly, CRM Analytics gives your employees the information they need to support decision-making and to provide your most valuable customers with consistent and personalized services.

Critical steps to success: y Capture all relevant customer information from different sources and integrate it into a customer knowledge base with a 360° view y Measure and monitor the relevant key performance indicators to assess the success of your business y Uncover hidden patterns and trends that impact on your business, and apply these findings to predict future shifts in your customers’ behavior y Plan clear objectives for business and coordinate resources in order to achieve your goals y Deploy analytical results to optimize your operational processes and empower your employees to make informed decisions

© SAP AG

SAPCRM

3-8

Analytical Scenarios

Analytical Scenarios provide you with predefined packages and content, which contribute the appropriate insight to drive customer-centric processes © SAP AG 2003

© SAP AG

SAPCRM

3-9

mySAP CRM Analytics in Your Personalized Portal

Your Personalized Portal

Access to all the information you need!

Well-Structured Analytical Tasks

Analytical Areas

SCM Analytics

CRM Analytics

HCM Analytics

FI Analytics

External Data

© SAP AG 2003

The portal combines all types of analysis and all applications across all relevant areas into a single, role-based view.

You can publish the analytical results in your Enterprise Portal and thereby distribute them with ease throughout the company. This grants employees in different locations easy access to information of relevance to them and enables them to perform their tasks interactively, such as entering their plan data via the Web.

Note: The first part of the cycle involves knowing where to focus and gathering supporting information. This may involve: y Getting alerts about pressing issues. Such alerts generally draw on information from the business process monitor in the SAP Business Infornation Warehouse. Example: A credit manager gets an alert that a customer is over their credit limit. y Getting external or internal news and documents

Decide: The decision process typically involves performing more detailed analyses and collaborating with others. y Using the analysis capabilities to further investigate data. Example: The credit manager can investigate the credit history of the customer and run comparative statistics. y Using what-if analyses to investigate the consequences of various solutions. y Finding internal and external experts and sharing insight. Example: The credit manager finds the sales manager responsible for that customer and shares information.

Act: When a decision is reached, it can be implemented directly. y Example: The credit manager adjusts the customer’s credit limit in the system and automatically generates the required notices and follow-up actions.

© SAP AG

SAPCRM

3-10

CRM Analytics Architecture

© SAP AG 2003

From a more technical point of view, mySAP CRM Analytics consists of an operational CRM system plus a data warehouse that serves as a consistent customer knowledge base.

Using a common set of metadata as your basis, you can easily synchronize your master data, hierarchies and transactional data with your data warehouse, which ensures the highest degree of consistency and accuracy of your data.

SAP’s data warehouse provides all the functions you need to extract, transfer and upload data as well as to store data in operational data stores or OLAP cubes. Furthermore, it provides comprehensive reporting and navigation functions, such as Excel-based or Web-based queries.

The data warehouse is delivered with data mining engines that seamlessly access the data and write the analytical results back to your customer knowledge base. For more sophisticated data mining requirements, the solution is also fully integrated with IBM’s Intelligent Miner.

Predefined, business-specific applications, such as Customer Lifetime Value, ABC Analysis, Campaign Optimization using RFM, or Churn Management, are also included in the solution.

A Web-based portal front-end ensures easy, role-based access to all functions.

© SAP AG

SAPCRM

3-11

mySAP CRM Analytics

Overview Analytical Methods Measure Predict Plan Optimize

Analytical Scenarios

© SAP AG 2003

© SAP AG

SAPCRM

3-12

CRM Analytics: Analytical Methods

Roles

People-Centric CRM Master Data Application Engines Analytical Methods Globalization and Localization

Usability

Personalization

Business Partner

Product

Knowledge Workflow Product Management Management Configurator Measure Performance

Predict Events

Language Support

Measure Performance

Pricing and Tax

Organizational Structure Billing

Workforce Mgmt Services

Plan Success

Generic Global Functions

Predict Events

Content Sources

Plan Success

Output Framework

Optimize Relationships Localization Support

Optimize Relationships

© SAP AG 2003

© SAP AG

SAPCRM

3-13

Methods – Measure Understand the performance of all customer interaction channels Collect all RELEVANT data Provide FLEXIBLE reporting options Discover the TRUE profitability and value of your customers

Measure

© SAP AG 2003

SAP BW’s extensive evaluation and navigation options enable you to measure how the customer relationship contributes to your company’s success and how efficient individual measures are.

Here you see a simple example of a report. It has y Easy-to-understand visualization y Comprehensive selection and drill-down functions y Exception reporting and conditions, and y A high degree of personalization

Take advantage of the flexible reporting options in the Web or in Excel.

Analytical methods are used to determine key performance indicators, such as customer profitability, ABC classes, customer lifetime value, and scoring procedures.

All in all, mySAP CRM Analytics ensures that the items measured are closely related to the implementation of company strategy – by using them in the Balanced Scorecard, for example.

© SAP AG

SAPCRM

3-14

Methods – Predict Predict customer behavior and its impact on profits Behavior Modeling Clustering Association Analysis Decision Tree

Predict

Scoring (Weighted Score Tables) Linear and Multi-Linear Regression

Value Modeling Customer Lifetime Value (CLTV) Pre-Evaluation of Campaigns

© SAP AG 2003

It is crucial to recognize behavioral patterns and to use them to predict future behavior.

To identify behavioral patterns, you can use y Clustering, which helps you learn more about your customer segments y Association Analysis, which helps you learn more about cross-selling behavior y Decision Trees, which help you to understand which specific profiles impact on a particular behavior that you observed and to apply this insight in prediction y Scoring to combine different aspects in an overall evaluation y Linear and multilinear regression to gather data for predicting future behavioral trends

Furthermore, you can y Use CLTV analysis to predict the future value of your customers y Use response rate prediction to simulate the success of your campaigns.

© SAP AG

SAPCRM

3-15

Methods – Plan Develop the right strategies for success Drive strategy into planning Support planning across organizational boundaries Introduce predictive intelligence as part of planning

Plan

Examples: • Opportunity Planning • Campaign Planning • Trade Promotion Planning © SAP AG 2003

An essential requirement in customer relationship management is to be able to implement a combined planning solution in the areas of marketing, sales and service for managing the acquisition and retention of the right customers while increasing the profitability of existing customers. Planning and Forecasting offers a comprehensive set of tools for planning at all stages of the different business processes across the enterprise. These tools allow you to construct a planning model that integrates global strategic planning and operational planning in a closed-loop process for online as well as offline scenarios.

Planning and Forecasting adds business value by allowing you to: y Formulate transparent strategies y Communicate the strategy across your entire enterprise y Coordinate your enterprise strategies with the goals of your employees y Link objectives with the annual budget y Identify and coordinate strategic initiatives y Perform gap analysis and scenario planning y Conduct regular performance reviews with feedback and corresponding strategy adjustments

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SAPCRM

3-16

Methods – Optimize (Integrated Applications) Empower employees to make the right decisions Offer the right products and services to the right customers at the right time Trigger customer-centric actions using CRM Analytics Support decisions in real time

Optimize

Example

Target Group Selection Campaign Optimization © SAP AG 2003

However, mySAP CRM Analytics is not just about measuring results. It is also about applying these results to optimize operational processes. The goal of CRM Analytics can only be said to have been achieved when employees are equipped with the information they need to make the best possible decisions in their daily work. In this way, a call center agent can call up all key customer figures onscreen and the system uses these key figures to make a recommendation – or “script” – about how to provide optimum support for the customer. In the process for target group creation, a campaign manager can easily access analytical results, such as response probabilities and customer categories, and use these to optimize a campaign.

Deploy analytical results in your operational processes and empower your employees to make informed decisions.

© SAP AG

SAPCRM

3-17

Methods – Optimize (Transfer of Analytical Results) Use Analysis Process Designer to Transfer Analytical Results to CRM Marketing Attributes

© SAP AG 2003

© SAP AG

SAPCRM

3-18

Methods – Optimize (Real-Time Analytics) Conduct a personalized dialog with your customers using Real-Time Analytics

Intelligence Connector

Customer orders

For example in a web shop

Determination of a Credit Score and Personalized Payment Terms

© SAP AG 2003

An essential requirement in customer relationship management is to be able to provide personalized offers to customers that best meet their needs. Real-Time Analytics mines data from different data sources across your enterprise and provides operational applications such as Internet Sales and Campaign Automation with information for identifying the products or services that have the greatest value to your organization and that are most likely to be purchased by your customers.

Real-Time Analytics adds business value by allowing you to: y Provide one-to-one marketing based on real-time interaction y Predict customers’ needs based on their profile and behavior in real time y Optimize the personalization of your offers to maximize profit and customer satisfaction y Store analytical results and models locally on your operational system, thereby reducing access time y Increase the breadth of your analytical capabilities by accessing third-party vendor tools

© SAP AG

SAPCRM

3-19

mySAP CRM Analytics

Overview Analytical Methods Analytical Scenarios Customer Analytics Product Analytics Marketing Analytics Sales Analytics Service Analytics Interaction Channel Analytics

© SAP AG 2003

© SAP AG

SAPCRM

3-20

CRM Analytics: Analytical Scenarios

Customer Segmentation

Marketing

Marketing Planning

Sales

Sales Planning Territory and Forecasting Management Service Planning and Forecasting

Service Analytics

Customer Analytics

Customer Analytics

Product Analytics

Campaign Management

Account and Contact Management

Activity Management

Trade Promotion Management Opportunity Management

Customer Service and Resource Planning and Support Optimization

Product Analytics Marketing Analytics

Marketing Analytics

Personalization

Quotation and Contract Order Management Management and Leasing Service Operations Management

Sales Analytics

Sales Analytics

Lead Management


Service Analytics

Service Analytics

Incentive and Commission Management

Interaction Channel Analytics


© SAP AG 2003

© SAP AG

SAPCRM

3-21

Scenarios – Customer Analytics

Customer Satisfaction and Loyalty Analysis Customer Segmentation with Clustering Customer Migration Analysis Churn Management Customer Profitability Analysis Customer Lifetime Value Analysis Real-Time Prediction of Credit Scores … © SAP AG 2003

Customer analytics provides companies with a comprehensive view of their customers. Companies can understand the true value of their customers and gain insight to help them understand customer behavior.

Customer Migration Analysis y The process of customer segmentation allows you to directly increase and strengthen your relationship with customers by allowing you to concentrate on providing the best services and products to the most profitable and loyal customer segments. However, it is important to be confident that the results derived from segmentation are stable and reliable enough to depict a true picture of the customer. To ensure this, you can use Customer Migration Analysis to validate your results and monitor how customer behavior changes over time. y Customer Migration Analysis allows you to check the reliability of your segmentation results and also to track the changes in segment membership over time. This solution can be used not only to analyze migrations between results of a specific method applied at two different points in time, but also to help you compare the outcome of two different types of analysis. Customer Migration Analysis can be applied using decision trees, clustering, or ABC classification. Rich business content (Infoproviders, Queries) is delivered to support these analyses. Comprehensive WebCockpits will follow after BW 3.3.

© SAP AG

SAPCRM

3-22

Scenarios – Product Analytics

Best Selling Products Product Profitability Cross-Selling Analysis Complaints by Product …

© SAP AG 2003

Delivering the right product is essential in today’s market. Product analytics identify the products and attributes that customers prefer. It is also important to understand which products make the most profit. Product analytics can even enable companies to understand products that sell together in order to increase the share of wallet.

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SAPCRM

3-23

Analytical Scenarios (Continuation)

Marketing Analytics Sales Analytics Service Analytics E-Analytics: Web-Site Monitoring E-Analytics: Web Analytics Interaction Center Analytics Channel and Partner Analytics Field: Offline Reporting

© SAP AG 2003

The remaining analytical scenarios will be discussed in the individual chapters of the key capabilities of Marketing, Sales, Service, E-Commerce, Channel Management, Interaction Center and Field Applications.

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SAPCRM

3-24

mySAP CRM Analytics: Unit Summary

You are now able to: Describe the purpose of mySAP CRM Analytics and how it adds value to your CRM implementation Explain the architecture of mySAP CRM Analytics Outline the methods of mySAP CRM Analytics (Measure, Predict, Plan and Optimize) Summarize the scenarios in the areas of Customer, Sales, Service, Marketing and Channel Analytics

© SAP AG 2003

Strengths of Analysis and Planning with mySAP CRM:

CRM Analytics is based on an established and scalable BI solution

Prepackaged analytical applications cover all relevant business questions relating to CRM

Portal integration together with strong web publishing functionality support easy distribution of information

Data reliability and consistency is guaranteed by a common world of metadata and extractors

Comprehensive predictive intelligence supports prospective analysis

A broader perspective of corporate data helps you to connect and link your insight beyond CRM with SCM, Financials, HR, and so on

Tight business process integration with operational CRM

Ready-to-run Business Content

CRM Analytics is embedded in a company-wide business planning solution, as well as in a business analytics and strategy management solution

© SAP AG

SAPCRM

3-25

mySAP CRM Marketing

Creating a Marketing Plan Target Group Selection Campaign Execution Campaign Automation Overview External List Management Overview

© SAP AG 2003

© SAP AG

SAPCRM

4-1

Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

© SAP AG

SAPCRM

4-2

mySAP CRM Marketing: Unit Objectives

At the conclusion of this unit, you will be able to: Describe the planning, targeting and analysis functions in mySAP CRM Marketing Planning and Campaign Management Create a campaign and execute it Describe the campaign automation functionality Describe the external list management

© SAP AG 2003

© SAP AG

SAPCRM

4-3

Case Study: mySAP CRM Marketing Analyst looks at the sales distribution and classifies customers



33 55

mySAP CRM Analytics



mySAP CRM Solution

© SAP AG 2003

Our company wants to sell more notebooks to a specific group of customers. For this purpose you as the Marketing Manager create and execute a campaign.

In addition, a new product line will be announced to a specific target group. The addressed business partners will give feedback indicating their level of interest. All business partners who do not answer will be called at a later date.

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mySAP CRM Marketing: Course Overview Diagram


Campaign Management

Marketing

Marketing Planning

Sales

Sales Planning Account and Territory and Contact Management Forecasting Management

Service Analytics

Service Planning and Forecasting

Activity Management

Trade Promotion Management Opportunity Management


Customer Analytics Product Analytics Marketing Analytics


Lead Management

Personalization


Sales Analytics



Service Analytics


Campaign Management

© SAP AG 2003

This key capability enables you to carry out all of your marketing activities by providing a wide range of tools and functions designed to support you in all aspects at all levels of marketing, from planning campaigns and trade promotions, through to the creation of target groups, personalized product recommendations, and complex market analysis functions. The high level of integration between the different marketing components enables data to be accessed simultaneously across different interfaces. At various stages of the marketing cycle, data on all business objects (business partners, marketing plans, target groups, top n product lists, leads, external address lists) can be written to the SAP Business Information Warehouse (SAP BW) for evaluation purposes.

The system demonstration will focus on customer segmentation and Campaign Management.

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mySAP CRM Marketing Integration

CRM BW SEM

R/3

APO Planning / Analysis Back Office (Supply Planning)

Channels:

Examples:

• Mobile

Activity “visit”

• Interaction Center

Call Lists

• E-Commerce

E-Mail

• Channel Management

Lead Generation

• Third Party

Preparation

Preparation for Mailing

Execution Feedback into BW, R/3 and APO (e.g. Success, Orders)

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Marketing functionalities are highly integrative: y Before execution you will define key figures and plan them (BW and SEM integration). Perhaps you’ll also have a look to see if it’s possible to manufacture and deliver the promoted goods (APO integration, usually used for trade promotion management). y You are particularly interested in the success of your campaigns once they have been executed: What about your sales representatives’ success rates? How many orders have been made because of your campaign (BW integration)? And of course you want to have an overview of your costs (R/3 integration).

Examples of integration are too numerous to mention on one slide alone.

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Marketing Plans and Campaigns Marketing Plan

l Leve nning c i g e la t Stra ed on p s u Marketing Plan Element F oc (optional)

vel e Le ing v i t a o r Ope ed on d s u Foc

Campaign

Campaign Element (optional)

ts Target Group bjec cution o l a e n x o i e it also possible: Add sary for s e c channel-dependent objects e N © SAP AG 2003

Marketing Plans: y Marketing plans are intended for the long-term, strategic planning of activities. 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. As such, it is a management tool.

Campaigns: y Campaigns serve as operative marketing planning. They describe actions that are carried out, for example, mailing actions, product promotions and telemarketing. Campaign Management covers the complete process for running a campaign starting with market analysis, continuing with execution of the campaign, and ending with the closure of the campaign and analysis of the results. y Once a campaign has been set up, it can be tracked throughout its duration and the results used in future planning. y Criteria such as target groups, products, documents, people responsible and the budget are defined in the campaign for these activities.

Marketing Plan Element / Campaign Element: y The elements “Marketing Plan Element” and “Campaign Element” are optional. You can use them to structure your marketing activities. A Marketing Plan Element must have a higher level Marketing Plan and a Campaign Element must have a higher level Campaign.

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Example: Channel Phone (Telemarketing) Campaign planning MarketingMarketingplan plan

Campaign execution Activity Activity 11

Activities will be created with execution start and updated during the phone call.

Campaign Campaign Assigned Assigned Script Script

Activity Activity nn

Target Target group group

Call Call list list Business Business Partner Partner 11

...

The The assigned assigned script script is is used used during during execution execution in in Interaction Interaction Center. Center.

Business Business Partner Partner nn

SAP BW

The call results can be saved in BW for evaluation.

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This slide details an example of the telemarketing campaign process. y A campaign (this example is related to a marketing plan) is created. 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 the business partner information and relevant information required for the Interaction Center. y Using the script and the call list, the Interaction Center agent calls the customers represented in the call list. When a call is completed, the agent updates the activity with the results of the call. This information is also written to SAP BW for reporting and monitoring purposes.

Example: Channel E-Mail y In an e-mail campaign a mail form would be assigned instead of a script. So the execution would send out specified e-mails to the target group’s business partners.

Further channels: y Further channels are, for example, letter, fax, SMS, activities for sales representatives or an open channel to develop your own kind of execution.

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Data Sources for Segmentation

BW Query

Info Set

Attribute Sets

e.g. sales volume

e.g. ZIP code

e.g. hobbies

Used for Segmentation © SAP AG 2003

Three data sources are available for target group selection: y SAP BW reports (Business Warehouse Info-Cube) y InfoSet consisting of own ABAP/4 queries y Marketing attributes from the business partner master data

With the help of InfoCubes and reports, you can select the business partners for a target group in SAP BW using master data, profiles, or transaction data. By using the Info Set from your own ABAP/4 queries, which evaluate the general data from the business partner master record, you can select target groups according to address, for example.

You can maintain your own marketing attributes directly in the business partner master record. Attributes are grouped together and created in attribute sets. After attributes are assigned to a business partner, you can maintain these attributes accordingly and use them for target group selection.

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Segmentation

Staging Area

Attribute lists

Detail Area

History

Refinement within the People Centric UI and a Segment Builder tool.

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In the Segment Builder, you model marketing profiles by dragging and dropping attributes into the staging area. When doing this you have certain options regarding the way in which you combine the attributes. You can merge them, exclude an attribute from a profile or create an OR-connection.

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Profile Sets, Profiles and Target Groups Profile Set A profile set is like a folder for profiles, target groups and subsets.

Profile A profile is a finite list of attributes and the corresponding attribute values which together “profile” (describe) a business partner. A profile has to be assigned to a set

Target Group A target group is a finite list of business partners which match to a corresponding profile/profile set. It can also be created manually. A target group must be assigned to a profile or to a set (subset) © SAP AG 2003

Profile Set: y Sets without assigned profiles or target groups are possible y Subsets within a set are possible

Profile: y A profile cannot be assigned to different sets y Profiles without assigned target groups are possible y A profile cannot be reassigned from one set to another (it must be created by copying instead)

Target Group y A target group must not be reassigned from one set / profile to another y Target groups cannot be used in the Marketing Planner unless they are active.

Master Groups: y Master groups reduce all the business partners for the segmentation process to one specified group. So the segment builder would work only with business partners that belong to the chosen master group. Example: The master group contains German business partners only. The group is assigned.

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Personalization within a Mail Form

To: Sarah Smith From: [email protected] Subject: Special Offer! Substitution of variables (e.g. from BP master data)

Dear Sarah, We would like to draw your attention to the new offers posted on our Web site. Go on, take a look ...

Personalized text blocks Conditions:

Computer Bestseller • PC: Campus PC 3000 • Notebook: HT-1011 www.PC4You.com/bestsellers

Named Link w/ parameterization

Special offers for your Dog • Dog Bed "Cosy" www.PC4You.com/bestsellers

If recipient’s age > “25” and interested in computing then show this text block

Conditions: Named Link w/ parameterization

If recipient loves dogs then show this text block

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There are two ways for personalization in a mail form: 1. Variables can be used (e.g. for the first name, last name, business partner’s address). 2. Mail forms can contain several text blocks. These text blocks will be included anyway or under certain conditions.

Personalization can also take place in the Web shop or in the Interaction Center. Here you can define product proposals that are true for a specific profile, target group or globally for all the customers.

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Campaign Automation

Graphical interface for designing and implementing real-time, event-triggered campaigns Multi-wave / multi-channel support Rule based decision tree logic based on customer profile survey results customer behavior real-time analytics

Designed for marketing users Campaign Automation

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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).

Campaign modeling means that the campaign can be set up to proceed automatically from the planning phase and that no further manual action is necessary.

The way a customer/prospect is routed through the campaign process may depend on his individual response.

All customer-relevant channels are taken into consideration.

MORE scenario: In Campaign Automation, you can use an optimization element to optimize a campaign. In this way, you can divide an initial target group meaningfully into different campaign elements corresponding to different channels or offers, for example.

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External List Management

3rd 3rd Party Party Tool Tool Integration Integration possible possible for for Postal Postal Check Check and/or and/or Duplicate Duplicate Check Check

Deletion

Target Group Creation

Business Partner Creation

Duplicate Check

Postal Check

Mapping

Upload

Contact Customer

Must Must for for rented rented addresses addresses that that are are not not won won as as customers customers

© SAP AG 2003

External List Management is the process of purchasing, managing, using and reporting on acquired addresses.

Renting Addresses y Addresses are said to be rented when a company gets addresses (generally to be used once or several times) from address publishers (list compilers), address agents (list brokers) or direct advertising companies. Contacted addresses that are not won as customers have to be deleted from the database.

Purchasing Addresses y Addresses are said to be purchased when they become the ordering party’s property and thus form part of the ordering party’s address database. Purchased addresses to not have to be deleted from the database.

The minimum standard process contains Upload, Mapping and Business Partner Creation. All other steps are optional.

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Marketing Analytics

Market Exploration External List Analysis Marketing Budget Planning Campaign Planning Marketing Optimization and Refinement Lead Analysis Marketing Plan Analysis Campaign Monitoring and Success Analysis … © SAP AG 2003

Marketing analytics helps marketing professionals understand how well their programs and campaigns are performing. Marketing professionals also get the information they need to understand customer preferences and demographic information for proper segmentation.

Advanced tools enable you to y Analyze customers, segments, competitors, market channels, trends, profitability, third-party market data y Plan, structure and budget your marketing plans down to the last detail y Quickly gather and analyze data on customers, products, sales, territories, and competitive activity using built-in analytical functions from mySAP Business Intelligence y Monitor actual performance as your plans become reality.

Marketing Optimization and Refinement This allows you to improve the efficiency of your direct marketing campaigns. Using response models, it suggests how best to address the individual customers of a given target group to maximize profitability. While doing so, you can apply constraints like budget, channel capacities and offer availability. In addition, it predicts relevant success key figures, such as response rates, costs, profits and marketing return on investment, and helps you fine-tune your offer and channel mix. This solution forms an integral part of Campaign Automation.

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mySAP CRM Marketing: Unit Summary

You are now able to: Describe planning, targeting and analysis functions in CRM Marketing Planning and Campaign Management Create a campaign and execute it Describe campaign automation functionality Describe external list management

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Exercises Unit:

Marketing

Topic: Create a Campaign and execute it At the conclusion of this exercise, you will be able to: • create a campaign and execute it

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

1-1

Create a campaign. 1-1-1 Start the Marketing Planner. 1-1-2 Create a new Campaign with these entries: Field Name

Values

Identification

C/4100-CXX-G##-001

Description

Promotion CWXX Group##

Planned Start

today

Planned Finish

in one week

1-1-3 Enter campaign details. Tab Basic Data:

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Field Name

Values

Campaign Type

Product Promotion

Objective(s)

Customer Loyalty

Tactic

Promotion

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Tab Channel Field Name

Values

Communication Medium

E-Mail

E-Mail

Z_SAPCRM_PLAIN

E-Mail Address

Chris Nelson

Tab Segments Click on button Add Entry. Choose Marketing Segment SAPCRM TG Group ## Don’t forget to save.

1-2

Optional: Change e-mail address of Sandra ##Turner. 1-2-1 If you want to use your own web-address you can change it here: - Portal: Account Management → Accounts - Search for Name “##Turner” - Choose tab strip “Addresses” - Change the e-mail address - Save your changes

1-3

Start Campaign execution and check it out. 1-3-1 Release your campaign. 1-3-2 Start execution without scheduling. 1-3-3 Check out the sent out mail in SAPGui (your trainer will provide you with the logon data). Go to the Business Workplace (you also can use the short cut CTRL+F12). Open the inbox. You will find the sent out mail in your Unread Documents folder. You can open the mail by double-clicking on it. If you have changed the e-mail-address in 1-2, you will receive the e-mail of course in that mail account.

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Solutions Unit:

Marketing

Topic: Create a Campaign and execute it

1-1

Create a campaign. 1-1-1 Start the Marketing Planner. Start People Centric UI. You will get the logon information from your trainer. Choose Campaign Management → Campaigns in the menu. 1-1-2 Create a new Campaign with these entries: Field Name

Values

Identification

C/4100-CXX-G##-001

Description

Promotion CWXX Group##

Planned Start

today

Planned Finish

in one week

• Click on button Create. • Choose Campaign in the pop up window. • Enter the mentioned field values. 1-1-3 Enter campaign details. Tab Basic Data:

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Field Name

Values

Campaign Type

Product Promotion

Objective(s)

Customer Loyalty

Tactic

Promotion

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Tab Channel Field Name

Values

Communication Medium

E-Mail

E-Mail

Z_SAPCRM_PLAIN

E-Mail Address

Chris Nelson

Tab Segments Click on button Add Entry. Choose Marketing Segment SAPCRM TG Group ## (you can enter SAPCRM*) Don’t forget to save.

1-2

Optional: Change e-mail address of Sandra ##Turner. 1-2-1 If you want to use your own web-address you can change it here: - Portal: Account Management → Accounts - Search for Name “##Turner” - Choose tab strip “Addresses” - Change the e-mail address - Save your changes

1-3

Start Campaign execution and check it out. 1-3-1 Release your campaign. Go to the Status tab, click on Button Change Status and choose Release. 1-3-2 Start execution without scheduling. Go to the Target Groups tab, click on Target Group to Channel and choose Immediately. Confirm your choice by clicking on Completed. 1-3-3 Check out the sent out mail in SAPGui (your trainer will provide you with the logon data). Go to the Business Workplace (you also can use the short cut CTRL+F12). Open the inbox. You will find the sent out mail in your Unread Documents folder. You can open the mail by double-clicking on it. If you have changed the e-mail-address in 1-2, you will receive the e-mail of course in that mail account.

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E-Marketing E-Selling E-Service E-Analytics

© SAP AG 2003

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Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

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mySAP CRM E-Commerce: Unit Objectives

At the conclusion of this unit, you will be able to: explain that SAP delivers combined sales, service, marketing and analytics functionality within the mySAP CRM E-Commerce scenario describe the functionality of the B2C and B2B Web shop and Internet Customer Self Service

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Case Study: mySAPCRM E-Commerce Analyst looks at the sales distribution and classifies customers



33 55

mySAP CRM Analytics



mySAP CRM Solution

66



77

Sales order is replicated to SAP Enterprise and delivery takes place © SAP AG 2003


As the consumer targeted in the marketing campaign you receive an e-mail with a link to a Businessto–Consumer (B2C) Web shop. You enter the Web shop, navigate through the catalog, select a product, check out related items for that product (cross-selling) and finally place an order.

In addition to our scenario, you take on the role of a purchaser of a company and make a purchase in a Business-to-Business (B2B) Web shop, navigate through the Web shop and finally order for your company. You search for solutions in the solution database.

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mySAP CRM E-Commerce: Overview

E-Marketing E-Selling E-Service Analytics

Catalog Management

Quotation and Shopping Basket Order Management Management Knowledge Management

Request Management

Customer Analytics


Content Management

Price Management

Live Customer Support

Product Analytics

Quotation and Order Management

Campaign Execution

Interactive Selling and Configuration

Account Self Service

Marketing Analytics

Web Auctions

Installed Base Management

Sales Analytics

Personalization

Collaborative Selling

Complaints and Returns Management

Billing and Payment

Service Analytics

E-Analytics

Shopping Basket Management

© SAP AG 2003

mySAP CRM provides an e-Commerce platform to turn the Internet into a profitable sales and interaction channel. This platform combines sales, service and marketing functionality. Furthermore, analysis is available to check and improve the performance of this interaction channel.

Within this chapter a specific focus is taken on Web shop functionality of mySAP CRM ECommerce.

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Customer Centric Business with mySAP CRM

© SAP AG 2003

mySAP CRM provides an e-Commerce platform to turn the Internet into a profitable sales and interaction channel. This platform combines sales, service and marketing functionality. Furthermore, analysis is available to check and improve the performance of this interaction channel.

Within this chapter a specific focus is taken on Web shop functionality of mySAP CRM ECommerce.

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mySAP CRM E-Commerce Turn the Web into a profitable sales and interaction channel © SAP AG 2003

With mySAP CRM E-Commerce SAP delivers an interaction channel between your company and the customer based on Web transactions. With mySAP CRM E-Commerce the focus is - in contrast to Channel Management – on the direct transactions between you and your customers. (Without the help of partners as in Channel Management.)

mySAP CRM E-commerce enables companies to turn the Internet into a profitable sales and interaction channel for both business customers and consumers. Companies can empower customers with a personalized Web experience and convenient self service facilities. In addition, companies can strengthen sales and service operations with a fully integrated Web channel while reducing transaction costs and customer service calls. The e-commerce applications extend across the enterprise, encompassing sales, service and marketing interactions, as well as analytical methods. Therefore, mySAP CRM E-Commerce enables the complete customer process to run on the Web – from pre-sales to sales to post-sales support.

As an option customers can opt to deploy the e-commerce capabilities of mySAP CRM within the mySAP™ Enterprise Portal to provide each customer with a single point of entry into all relevant business transactions and information.

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E-Selling – Overview

The E-selling capabilities of mySAP CRM enable the complete sales process to run on the Internet. Organizations can provide customers with personalized, interactive and easy-to-use sales and self-service facilities via the Web and streamline sales and fulfillment operations to enable an end-to-end order-to-cash process. Quotation and Order Management Shopping Basket Management Price Management Interactive Selling and Configuration Collaborative Selling © SAP AG 2003

With E-Selling, companies can: y build up a business-to-business (B2B) or business-to-consumer (B2C) selling scenario y provide customers with personalized, interactive and easy-to-use sales and self service facilities via the Web y run the complete sales process on the Internet

Quotation and Order Management: Enables Web customers to receive quotations and place orders for products and services, obtain real-time product availability and track each order through the order management process – from manufacturing to distribution through service.

Shopping Basket Management: Provides full support for customizable, configurable products, displays personalized pricing, offers cross and up-sell recommendations, enables real-time product availability 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 quotes. 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 realtime pricing and availability empower customers with all of the information that they need to make an online purchasing decision without human intervention.

Collaborative Selling: Channel Commerce allows companies to incorporate partners in their ECommerce strategy and enables collaborative selling across organizational boundaries. This topic will be discussed in more detail in the chapter on Channel Management.

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E-Selling – User Interfaces of B2C and B2B Web Shops

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SAP delivers two Web shop scenarios to build up a business-to-business (B2B) or business-toconsumer (B2C) selling scenario

The benefits of E-Selling for your company and for your customers are: y For Your Company - Complete integration with CRM and fulfillment system avoids costly interfaces and leverages existing IT investments - Increased sales volume through integrated marketing features - Fewer errors in order taking and fulfillment - Lower costs per transaction - Fewer customer service calls y For Your Customers - 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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E-Service – Overview

Extend enterprise knowledge, information and customer services to the Internet. Provide customers with the ability to check order status, obtain order tracking information and research and resolve their own product problems – without involving a service representative. Knowledge Management Request Management Live Customer Support Account Self-Service Installed Base Management Complaints and Returns Billing and Payment © SAP AG 2003

With E-Service companies can … y reduce call center volumes and customer service support Æ employees focus on value-added activities y reduce transaction costs of service by supporting self-service access for customers. y improve customer convenience and satisfaction

Knowledge Management: Enables customers to research and resolve their own service problems without involving service representatives. Customers can browse frequently asked questions (FAQs) linked to specific products or search for answers using natural language

Request Management: Provides web customers with a tool to create, update and check the status of service requests. Features include the ability for customers to select the most convenient appointment time for a field service visit.

Live Customer Support: Allows organizations to provide immediate assistance to customers from within the website. Customers can choose to chat, co-browse, e-mail or submit a call-back request.

Account Self-Service: Provides customers with self-service for account 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 from selected products or installations through complete, personalized views of their purchased products and installations

Complaints and Returns: Lets customers create, maintain and track their own complaints and returns.

Billing and Payment: Billing and Payment provides customers with online access to account status – including invoices, contracts, rebates and billing status. Customers can also pay invoices online.

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E-Service – User Interface

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As in the e-selling section, mySAP CRM enables you to build up business-to-business (B2B) and/or business-to-consumer (B2C) also for your e-service scenario.

The benefits of e-selling for your company and for your customer are: y For Your Company - Leverage an organization’s existing infrastructure investments in mySAP - Gain better insight into customer base (Purchased products and installation details) - Lower cost of providing service - Improve customer satisfaction and build customer loyalty y For Your Customers - Easy access to information and service processes - Immediate, personalized service - Convenient, 24x7 access

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E-Marketing – Overview

The E-Marketing capabilities of mySAP CRM support demand generation and loyalty processes via the Internet. Customers’ Web experiences are personalized to provide the most relevant and convenient online experience and information – enabling companies to generate more revenue through the Web selling channel. Catalog Management Content Management Personalization Campaign Management Customer Segmentation

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Catalog Management: Provides a product catalog that contains product descriptions, multimedia displays, pricing and associated literature. The catalog enables customer access to timely and personalized product information and availability via the Web.

Content Management: Supports content that is personalized 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.

Personalization: Allows organizations to dynamically personalize their customers’ web experiences. Web experiences and content are tailored based on company defined criteria: for example customer’s past purchasing behavior, 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.

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E-Marketing – User Interface

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The benefits of E-Marketing for your company and for your customer are:

For Your Company y Engage your prospects and turn them into customers y Higher return on investment for marketing campaigns y Increased customer loyalty from increased customer satisfaction y Ability to influence shopping behavior in real-time y Easy-to-use catalog maintenance with unlimited numbers of hierarchies, country versions, customer specific views

For Your Customer y Increase customer satisfaction through personalized, relevant information y Convenient and intuitive catalog browsing to quickly find the right product y Multilingual, multi-currency catalogs that accommodate all your customers’ needs globally

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mySAP CRM E-Commerce – Deployment Modes mySAP CRM E-Commerce


E-Commerce within a Portal

E-Commerce with Channel Partners Collaborative Showroom

E-Commerce with SAP CRM

Partner Portal

E-Commerce with SAP R/3

© SAP AG 2003

E-Commerce with SAP R/3 (SAP Internet Sales R/3 Edition) enables companies to turn the Internet into a profitable sales channel – without a CRM deployment (just using sales data and order management from SAP R/3 SD).

Enhancements through an upgrade from E-Commerce with SAP R/3 to E-Commerce with SAP CRM include: y Marketing & personalization (including cross/up selling, related accessories, bestseller-list) y Rule based ATP check using APO y Super User Concept y Call-off from contracts y Guided Selling y E-Service (Internet Customer Self Service) y Live customer support (Live Web Collaboration)

Channel Management will be discussed again in the chapter on Channel Management

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E-Analytics

Web Site Monitoring - Availability and performance of Web servers and Web pages - Clickstream Analysis Web Analytics in E-Commerce - Customer Behavior, - Conversion rates

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Web Site Monitoring y Web site monitoring enables you to analyze the technical health and performance of a web shop. Technical-focused reports (e.g., on hits, server performance and response times) help to quickly detect technical problems and to maintain a well functioning web shop. y Web site monitoring consists of a range of predefined analytical options for determining visitor numbers, server capacity and performance, as well as identifying errors.

Web Analytics y Customer Behavior: User interaction in the web shop can be captured by means of predefined business events (e.g. login, view item, add to basket, place order). With the help of these business events, web shop owners can better understand who their customers are by observing how they navigate through the web shop and what products they look at and buy. y This information can then be viewed alone or in combination with data from other customer touchpoints and can be applied to proactively grow and retain the customer base, as well as improve structure and content of the Website. y Conversion rates provide valuable key figures to measure the success of your Internet sales channel. The analysis of business events allows web shop owners to determine browse-vs.-buy behavior by calculating the ratio for each predefined event.

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E-Analytics – Overview

E-Analytics enables organizations to capture customer actions in order to determine how customers are using the Web shop. Integrating this information with standard sales reporting provides a full picture of customer buying patterns, even if they don’t result in an actual sale. Web Analysis Web Site Monitoring Sales Quotation and Order Analysis Campaign Monitoring and Success Analysis

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With E-Analytics, organizations can optimize their Web shop and online content. In addition, organizations can use Web behavior to target customers and drive future marketing activities. y Web Analysis: - Monitors customer behavior on a Web site and identifies how customer interests and buying patterns shift over time. Both technical aspects regarding the availability and performance of Web servers and Web pages as well as customers’ behavior on individual Web pages are taken into account. The customers behavior is based on specific customer actions like ‘registration in the Web shop’, ‘search for products’ or ‘putting a product into the shopping basket’ y Web Site Monitoring: - Web site monitoring enables you to analyze your Web sites and allows you to examine not only the technical aspects such as the availability and performance of Web servers and Web sites, but also user behavior on individual Web sites (e.g. checking your entire Web site for pages that make visitors leave the Web site prematurely) y Sales Quotation and Order Analysis: - Provides a range of analyses for sales quotations and sales orders to enable you to monitor the sales transactions that have taken place in your organization at a detailed level. y Campaign Monitoring and Success Analysis: - Provides a method of analyzing how successful your campaign was, allowing you to build on past experience.

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mySAP CRM E-Commerce: Unit Summary

You are now able to: Explain that SAP delivers combined sales, service, marketing and analytics functionality within the mySAP CRM ECommerce scenario Describe the functionality of the B2C and B2B Web shop and Internet Customer Self Service

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Exercises Unit:

E-Commerce

Topic 1: E-Selling B2C Shop

In the first step you will navigate through a Business-to-Consumer (B2C) Web shop as a consumer and create an order. Then you will repeat this procedure within a Business-to-Business (B2B) Web shop

1-1

Start the Business-to-Consumer (B2C) Web shop scenario. In exercise 1-2-3 of the last unit Marketing you sent out a mail with a link to a Web shop. Open again this mail. Access the Web shop via the link within your mail. If you cannot find your mail you can also directly access the Web shop via: http://
1-2

Transfer 1 Notebook Professional 15 (HT-1010) to the shopping basket. Additionally search for the handheld Easy Hand V (HT-1021) and transfer this item to the basket as well. Then navigate to the shopping basket. Last but not least add suitable accessories (like a leather bag) for your notebook to the shopping basket.

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1-3

Check out the basket and log on. The e-mail address of Sandra ##Turner is CRM-##[email protected] and the password is ‘Welcome’ (## stands for your group number) Hint: If the log on does not work, just register again in the Web shop and note the email address and the password you specified. E-Mail: Password:

1-4

Follow the procedure and order the basket. Check out the print version of the order and note the number of the order Order number:

1-5

Check the status of this order

1-6

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

1-7

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Maintain and save your profile

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Unit:

E-Commerce

Topic 2: E-Selling B2B Shop

You will now navigate as a contact person for a registered customer (company) through a Business-to-Business (B2B) Web shop and order 10 notebooks.

2-1

Log on to the Business-to-Business (B2B) Web shop scenario via http://
“233”

Password: “welcome” and select the Web shop PC4BIZ_EN (PC4BIZ-B2B demo shop) 2-2

Which transactions can you search for in the Web shop

2-3

Which two options do you have in the B2B scenario to create an order?

2-4

Create an order via the Quick Order Entry (without navigating through the catalog) and order 10 “Notebook Professional 17” (HT-1010). Enter the description ‘10 Notebooks Gr.XX’ (XX stands for your group number) Order the basket and note the order number. Order number:

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Solutions Unit:

E-Commerce

Topic 1: E-Selling B2C Shop

In the first step you will navigate through a Business-to-Consumer (B2C) Web shop as a consumer and create an order. Then you will repeat this procedure within a Business-to-Business (B2B) Web shop

1-1

Start the Business-to-Consumer (B2C) Web shop scenario. In exercise 1-2-3 of the last unit Marketing you sent out a mail with a link to a Web shop. Open again this mail. Access the Web shop via the link within your mail. If you cannot find your mail you can also directly access the Web shop via: http://
1-2

Transfer 1 Notebook Professional 15 (HT-1010) to the shopping basket. Additionally search for the handheld Easy Hand V (HT-1021) and transfer this item to the basket as well. Then navigate to the shopping basket. Last but not least add suitable accessories (like a leather bag) for your notebook to the shopping basket.

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The notebook can be selected from the bestsellers. The handheld can be found either through the search field (Find product) or through catalog navigation (Computer Æ Handhelds). The leather bag is displayed as accessories within the shopping basket.

1-3

Check out the basket and log on. The e-mail address of Sandra ##Turner is CRM-##[email protected] and the password is ‘Welcome’ (## stands for your group number) Hints: If you changed your e-mail address in the marketing unit use that address instead of the SAPIDES address. If the log on does not work, just register again in the Web shop and note the email address and the password you specified. You need to specify a valid address. E-Mail: Password:

1-4

Follow the procedure and order the basket. Check out the print version of the order and note the number of the order Order number:

1-5

Check the status of this order Path: My Account Æ My Orders The status of the order is OPEN

1-6

Are any personal product recommendations displayed for you? Path: Home Æ Get Personalized Recommendations No personalized product recommendations are displayed. You need first to maintain a profile and this profile must match a target group, for which product recommendations have been maintained.

1-7

Maintain and save your profile Path: My Account Æ Personal Details Æ My Profile

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Unit:

E-Commerce

Topic 2: E-Selling B2B Shop

You will now navigate as a contact person for a registered customer (company) through a Business-to-Business (B2B) Web shop and order 10 notebooks. 2-1

Log on to the Business-to-Business (B2B) Web shop scenario via http://
“233”

Password:

“welcome”

and select the Web shop PC4BIZ_EN (PC4BIZ-B2B demo shop)

2-2

Which transactions can you search for in the Web shop Quotations, Orders, Order Templates, Contracts, Invoices, Credit Memos, Down Payments

2-3

Which two options do you have in the B2B scenario to create an order? a) You can navigate via the product catalog as in the B2C scenario b) You can use the Quick Order Entry via the section “New Transaction” and skip the catalog

2-4

Create an order via the Quick Order Entry (without navigating through the catalog) and order 10 “Notebook Professional 17” (HT-1010). Path: Click on and then on the link “Create new Order” and then enter HT-1010 and 10 in the fields Product and Quantity. Enter the description ‘10 Notebooks Gr.XX’ (XX stands for your group number) Order the basket and note the order number.

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mySAP CRM Channel Management Overview Portals and Roles in mySAP CRM Channel Management Functional Areas in mySAP CRM Channel Management

© SAP AG 2003

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Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

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mySAP CRM Channel Management: Unit Objectives

At the conclusion of this unit, you will be able to: Explain the concept of mySAP CRM Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with final customers Describe the building blocks of mySAP CRM Channel Management, in particular with regard to the various user interfaces and functional areas Carry out the relevant tasks for Lead Management both at the Channel Manager Portal and at the Partner Portal

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Case Study: mySAP CRM Channel Management Analyst looks at the sales distribution and classifies customers



33 55

mySAP CRM Analytics



mySAP CRM Solution

66



77



Our company also explores an indirect sales channel. You as a Channel Manager access the Channel Manager Portal and create leads and dispatch leads to partners.

Assuming the role of a Partner, you do your work in the Partner Portal by accepting and qualifying leads and starting a lead-to-order process.

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mySAP CRM Channel Management: Overview

Lead Management Channel Marketing Channel Sales Channel Service

Content Management

Collateral Management

Campaign Management

Personalization

Lead Management

Marketing Development Funds

Account and Pricing and Interactive Quotation and Multi-Tier Sales Activity Opportunity Partner Contact Contract Selling and Order Tracking and Management Management Compensation Management Management Configuration Management Forecasting Partner Knowledge Management Collaborative Showroom

Channel Commerce Partner Management and Analytics

Catalog Management

Partner Life Cycle Management

Collaborative Showroom

Request Management

Live Partner Support

Distributed Catalog and Distributed Order and Content Management Inventory Management Partner Planning

Partner Recruitment


Complaints and Returns Management

Hosted Order Management

Hosted Partner Sites

Partner Training and Certification

Partner Networking

Partner and Channel Analytics

Partner Life Cycle Management

© SAP AG 2003

The key capability mySAP CRM Channel Management enables you administer all your activities with regard to your channel partners. mySAP CRM Channel Management is divided into 5 functional areas: y Channel Marketing Drive demand for products through channel partners. Provide relevant information, consistent branding and incentives to channel partners. y Channel Sales Enable partners to sell more of your products, more effectively. Give partners the same knowledge, tools and expert advice as your own sales force. y Channel Service Ensure consistent and timely service to end customers by delivering service and problem resolution capabilities to partners. y Channel Commerce Incorporate partners in your E-Commerce strategy and enable collaborative selling across organizational boundaries. End customers have access to order products and services across the entire demand network. y Partner Management & Analytics Understand who partners are, what they sell, where they sell, and to whom they sell. Plan and analyze channel business and prepare partners to sell products and complementary services.

Within this chapter a specific focus is taken on Lead Management and Partner Life Cycle Management and Collaborative Showroom.

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PARTNER

mySAP CRM Channel Management Manage the indirect sales channel © SAP AG 2003

With mySAP CRM Channel Management SAP delivers a fourth interaction channel between your company and the customer in addition to your Sales force (Field), your call center (Interaction Center) and your Web shop (E-Commerce) for example. The focus of Channel Management is the indirect sales achieved with the help of the partners of your company.

To deliver a full channel solution, mySAP CRM Channel Management leverages SAP’s core strengths of: y E-Commerce: extends E-Commerce capabilities to partners y traditional CRM: extends CRM Sales, Service, and Marketing capabilities to partners, while being closely integrated with direct processes y Partner Relationship Management (PRM): enables relationship management processes and collaboration between brand owners and their channel partners

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Indirect Channel Structure

Brand Owner Systems Integrator

Reseller Distributor Wholesaler

Agent

Dealer Reseller

End Customers

Retailer © SAP AG 2003

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

With a network of channel partners, companies have greater influence geographically and by market segment. Companies can use partners to sell to and service customers across regions as well as industries.

Companies can drastically lower their cost of sales and service by leveraging channel partners. Because brand owners do not employee partners or pay for their operations, the transaction cost for the brand owner is much lower.

Examples of channel structures include:

High tech: Manufacturers sell to distributors, OEMs or large retailers. Distributors, in turn, sell to resellers or retailers. In the case of a multi-tiered channel, manufacturers lose insight into end customers – and even into their partners.

Automotive Manufacturers or OEMs sell through dealers, independent dealers and importers who, in turn, sell to and service end customers. In addition, independent garages also service end customers.

Telco Telco companies sell products and manage contracts through independent dealers and branches – that, in turn, sell to and service end consumers and businesses.

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Channel Management – Building Blocks Channel Manager Portal


Partner Portal

Employees

Partners

Customers

Portal mySAP CRM Channel Management Partner Partner Mgmt Mgmt & & Analytics Analytics

Channel Channel Marketing Marketing

Authorization

Channel Channel Sales Sales Personalization

Channel Channel Service Service

Channel Channel Commerce Commerce

Workflow

CRM

© SAP AG 2003

mySAP Channel Management provides a platform for organizations to manage partner relationships around channel partners, resulting in a more profitable and effective channel.

The functionality of mySAP CRM Channel Management is delivered y to your partners via the partner portal y to your channel employees through the channel manager portal and y to your customers via the Web shop.

Advantages of the portal-based approach: Portal-based access empowers all users to collaborate effectively anywhere, on any task, at any time. It offers a platform rich in features which allows easy extension and customization of the Channel Manager and Partner Portals. Further advantages: y Thin client, no installation (like SAPGui) on client side necessary y Role based secure access y Unified user management (single sign-on)

The Collaborative Showroom corresponds to a Web shop enriched with additional functionality (dealer locator)

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User Interfaces 1/3: Channel Manager Portal The channel manager portal enables your organization to manage partner relationships, collaborate with channel partners and optimize channel operations.

Through the channel manager portal, you can monitor and analyze channel sales, service and marketing performance. © SAP AG 2003

The Channel Manager Portal is used by employees of the brand owner’s company.

The Channel Manager Portal is the personalized, single point of entry to manage channel partner relationships, manage your channel partners, collaborate with channel partners, optimize channel operations and monitor and analyze channel sales, service & marketing performance.

The channel manager is responsible for managing the partner base. His tasks include the following processes: y Plan the indirect channel business y Analyze partner coverage and partner portfolio y Recruit and ramp up new partners y Route leads to appropriate partners y Monitor lead follow-up y Analyze and monitor indirect channel business y Select and create content for partners y Define products and services various partners can sell

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What is Integrated in the Channel Manager Portal?

Home

Analytics

Overview

Overviews

Info Center

Leads

Partner&Account Management

Quotations Contracts

Partner Management

Orders

User Management

Product Planning

Account Management

Service Center

Partner Segmentation

E-Mail Support

Sales Cycle

Complaints

Activities

Contracts

Leads

Service Orders

Quotations

Channel Content Center

Orders

Service Problems

Catalog&Shop Management

Service Solutions

Product Catalog Management

News Authoring

Shop Management

Top N Lists

© SAP AG 2003

The channel manager portal enables channel managers to manage partner relationships, collaborate with channel partners and optimize channel operations.

Worksets within the portal support the channel manager: y Home This workset contains current and critical information which a channel manager needs at the very beginning of his working day, such as alerts or new applications for becoming a partner. y Partner & Account Management The channel manager can look at detailed information about a partner or use partner segmentation to create specific subsets of partners or access details about customers (accounts and contacts) and the interactions between customers and partners. y Sales Cycle This deals with the presales and sales aspects of the indirect channel. This means managing leads, activities and analyzing what is going on with quotations and orders. y …

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User Interfaces 2/3: Partner Portal

The partner portal enables channel partners to more effectively sell to and interact with end-customers.

Through the partner portal, brand owners provide partners with self-service capabilities, as well as relevant information and content, critical business transactions and powerful analytics. © SAP AG 2003

The Partner Portal serves as user interface for employees of the partners. (The partners are companies which, for example, sell products of the brand owner and/or deliver related services to the end-customer.)

The Partner Portal delivers a personalized, single point of entry to do business with the brand owner and the customers interested in 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 info, content, transactions and analytics to partners.

In general, two groups of employees will access the Partner Portal: y Partner Manager A partner manager is responsible for marketing, sales and service of the brand owner’s products and services at the partner company. Tasks include managing leads and orders. The partner manager needs access to up-to-date information and analytics and collaboratively manages the customer relationship with the brand owner. y Partner Employee A partner employee reports to the partner manager and focuses on daily business transactions. These include qualifying leads, taking orders for restocking on behalf of customers, providing order status to customers and finding solutions or logging service requests for problems the end customer has.

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What is Integrated in the Partner Portal for the Partner Manager?

Home

Customers

Overview

Account & History

News

Info Center

My Profile

Status at a Glance

Products&Collaterals

Contracts Performance

Overview Sales&Marketing Library

Service Center

Product Planning

Services

Presales Activities

Live Support

Overview

Administration

Lead Management

User Administration

Activity Management

Collaborative Views

Analytics

Partner Profile

Buy&Sell Partner/Customer Shop Invoices © SAP AG 2003

The Partner Portal supports the partner with regard to his business with the brand owner. The following worksets are delivered by SAP: y Home Provides an overview about what is going on between the partner and the brand owner and between the partner and the customer. It contains information like Partner new leads coming in from the brand owner. y Products & Collaterals Gives the partner access to the product information with all kinds of documents attached and the option to order collaterals for the customer. y Presales Activities Deals with the presales aspects of the partner-brand owner relationship. This means managing leads, activities and analyzing what is going on in the presales area. y …

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User Interfaces 3/3: Collaborative Showroom

The Web shop enables end-customers to gain information on products, to order products and to select partners

Through the Web shop, brand owners provide end customers with order and self-service capabilities and relevant information on partners who sell the products © SAP AG 2003

The Collaborative Showroom (a Web shop enriched with additionally functionality) serves as a user interface for the brand owner’s end customers.

Within the Web shop, customers can order and/or get information about the brand owner’s products and search for partners of the brand owner that actually sell the products of the brand owner.

The Web shop used in mySAP CRM Channel Management corresponds to the Web shop shown in the E-commerce section. The only difference is that the functionality partner locator has been added to the shop. Before the customer orders the contents of his basket, he selects a partner who will carry out the of processing of his order.

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Analytics in Channel Management

Partner & Channel Analytics Quotation and Order Analysis for B2B Q. & O. Analysis for Business-on-Behalf Order Analysis for Channel Commerce Collaborative Lead Analysis Partner Planning ... © SAP AG 2003

Quotation and Order Analysis for B2B y In this process, you analyze incoming orders by the current month, top n customers, top n partners and top n products in your quotation and order management for business-to-business.

Quotation and Order Analysis for Business-on-Behalf y In this process, you analyze incoming orders by the current month, top n customers, top n partners and top n products in your quotation and order management for business-on-behalf.

Order Analysis for Channel Commerce y In this process, you analyze incoming orders by the current month, top n customers, top n partners and top n products in your order management system for channel commerce.

Collaborative Lead Analysis y In this process, you analyze the success, efficiency, and development over time of your leads and lead distribution to channel partners.

Partner Planning y With Partner Planning, channel managers can plan targets for partners that sell the brand owner`s products. Planning can be performed for partners that sell brand owner’s products on behalf of the brand owner and also for partners that sell brand owner’s products independently.

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Functional Areas 1/5: Partner Management & Analytics Manage channel partner relationships throughout the partner lifecycle. Understand who partners are, what they sell, where they sell and to whom they sell. Plan and analyze channel business and prepare partners to sell products and complementary services. Partner Lifecycle Management

Partner Profiling

Partner Registration

Partner Monitoring

Partner Planning Partner Segmentation Partner Training & Certification Partner & Channel Analytics © SAP AG 2003

Partner Management and Analytics represents a functional area of mySAP CRM Channel Management that enables your company to y gain increased visibility as regards partners, capabilities and channel coverage y consistently recruit, prepare and manage partners y reduce time and cost of channel administration y increase Channel Intelligence.

Example: Partner Lifecycle Management y The Partner Lifecycle Management capabilities of mySAP CRM enable brand owners to manage partners through the partner life cycle. It also ensures that partners are prepared to effectively represent the products of the brand owner. - Partner Registration – Enables prospective partners to register online for partnership by providing web-based partner registration forms from a corporate website. - Partner Monitoring – Tools enabling brand owners to monitor partner activities and transactions from a single partner view. Brand owners can review partners’ leads, opportunities, orders, and so on. - Partner Profiling – Enables companies to profile their business partners, including who partners are, how they do business, what they sell, where they sell, to whom they sell, what industries they focus on and what capabilities they have. Profile information determines the basis of how the partner portal is personalized to business partners.

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Functional Areas 2/5: Channel Marketing

Drive demand for products through channel partners. Provide relevant information, consistent branding and incentives to channel partners. Motivate partners to sell your products and services over the products and services of competitors. Enable collaborative marketing and demand generation with your partners. Lead Management Content Management Catalog Management Collateral Management Campaign Management Personalization

© SAP AG 2003

Channel Marketing represents a functional area of mySAP CRM Channel Management that enables your company to y build partner loyalty and motivate partners to sell more of your products y enable collaborative channel marketing activities y match demand to the best-fit partners y ensure consistent branding and corporate identity across all channels

Examples: y Lead Management - The Lead Management capabilities of mySAP CRM deliver tools which enable brand owners to capture, route and manage sales leads to ensure that each lead is directed to the best fit channel and best fit partner. y Collateral Management - The Collateral Management capabilities of mySAP CRM enable brand owners to provide partners with access to collateral ordering and fulfillment. Brand owners can tie fulfillment and orders to end customers for more effective tracking of expenditure.

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Functional Areas 3/5: Channel Sales Enable partners to sell more of your products, more effectively. Give partners the same knowledge, tools and expert advice as your own sales force. Gain insight into demand across all selling channels and more accurately forecast future business. Account and Contact Management Activity Management Opportunity Management Pricing and Contract Management Interactive Selling and Configuration Partner Compensation Quotation and Order Management Multi-tier Sales Tracking & Forecasting © SAP AG 2003

Channel Sales represents a functional area of mySAP CRM Channel Management that enables your company to y Gain insight into channel demand y Enable forecasting across all sales channels y Increase customer responsiveness, order accuracy and close rates y Enable collaborative selling with your channel partners

Example: y Quotation and Order Management The Quotation and Order Management capabilities of mySAP CRM enable online quoting for and ordering of products and services for channel partners. In addition, they enable partners to order products on behalf of their end customers. They support full order fulfillment process from the time of order entry through shipment and billing.

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Functional Areas 4/5: Channel Service

Ensure consistent and timely service to end customers by delivering service and problem resolution capabilities to partners. Provide partners with the tools and expertise to manage ongoing service relationships with customers. Partner Knowledge Management Request Management Live Partner Support Installed Base Management Complaints & Returns Management

© SAP AG 2003

Channel Service represents a functional area of mySAP CRM Channel Management that enables your company to y Provide tools and advise on how to respond to customer problems and requests y Enable partners to more effectively provide service to end customers y Gain insight into install base y Provide collaborative service support to customers

Example: y Partner Knowledge Management Partner Knowledge Management provides partners with access to the solutions database of the brand owner to research and resolve customer or product issues. In addition, partners can subscribe to service information from the brand owner including Service Bulletins, ECO changes, re-call notices, and so on.

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Functional Areas 5/5: Channel Commerce

Incorporate partners in your E-Commerce strategy and enable collaborative selling across organizational boundaries. Provide channel partners with an E-Commerce platform to sell to end customers. Collaborative Showroom Distributed Content & Catalog Management Distributed Order Management Hosted Order Management Hosted Partner Site

© SAP AG 2003

Channel Commerce represents a functional area of mySAP CRM Channel Management that enables your company to y Incorporate channel partners into E-Commerce processes y Provide channel partners with an E-Commerce platform to sell to customers y Facilitate a single, consistent face to the customer via the Web y Jointly develop and maintain end customer relationships with your partners

Examples: y Collaborative Showroom The Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and marketing of products and services. Customers have a single point of access to browse and purchase from across the entire partner network. y Distributed Order Management The Distributed Order Management capabilities of mySAP CRM enable brand owners to distribute orders to partners for fulfillment.

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Example: Volkswagen Volkswagen runs mySAP CRM Industry: Automotive Scenario: Channel Commerce Geography: Europe

© SAP AG 2003

Example: Channel commerce scenario at Volkswagen (VW): y Volkswagen original spare parts are exclusively sold through authorized dealers. y Garages and unauthorized dealers need to order those spare parts via authorized dealers. Garages can purchase parts by going directly to an authorized dealer or they can go to a VW eParts website. y Using the eParts website, garages can find parts and check availability at their preferred authorized dealers. In addition, garages can order across multiple dealers within one shopping basket. y Orders are routed to authorized dealers. Dealers process incoming orders via a hosted order management provided by VW. Dealers can then fulfill the orders from their inventory or place orders against Volkswagen. Additionally, the hosted order management is integrated to the dealers’ own order management systems.

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mySAP CRM Channel Management: Unit Summary

You are now able to: explain the concept of mySAP CRM Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with final customers describe the building blocks of mySAP CRM Channel Management, in particular with regard to the various user interfaces and functional areas carry out the relevant tasks for Lead Management both at the Channel Manager Portal and at the Partner Portal

© SAP AG 2003

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Exercises Unit: Channel Management Topic 1: Lead Management / Channel Manager Portal Eric Luckins works for your PCs selling company and dispatches leads to partners (like ED Systems). (These partners are actually selling the products of Eric’s company to customers.) Follow some of Eric’s daily tasks through the portal as Channel Manager. From the marketing department Eric Luckins gets the information that the company ADCOM is looking for 100 Notebook Professional 15 (product ID: Ht-1010). Eric will therefore create a lead, nobody in the marketing department has done that so far. The lead holds all relevant information of this deal. Eric will then dispatch this lead to partners, who will then contact ADCOM. •

1-1

Create Lead and dispatch lead to partners

Enter the portal as Eric Luckins via http:///SAPPortal User: LUCKINSE Password: welcome If the portal does not appear in English, please check if the language of your browser is set to English. Path: Tools Æ Internet Options Æ General Æ Languages. Otherwise the menu in the portal will be in a different language

1-2

© SAP AG

Check if “Welcome Eric Luckins” appears in the portal

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1-3

Create a Lead Path: Sales Cycle Æ Leads. •

Choose as action “Channel Lead”

•

Maintain the description: Lead for Notebooks Group XX (XX stands for your Group Number)

•

Maintain a sales prospect (e.g. ADCOM; if you are asked to select a contact person, select the first one)

•

Assign 100 products Ht-1010

•

Save the lead

1-4

What is current status of the Lead you just created?

1-5

Dispatch Lead to partner ED Systems:

1-6

What is the current status of the Lead now?

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Unit:

Channel Management

Topic 2: Partner Management / Channel Manager Portal

You just dispatched a lead to the partner ED Systems. But is there someone at ED Systems who can accept the lead? •

2-1

Check the details of the partner ED Systems

Stay in (or enter again) the portal as Eric Luckins via http:///SAPPortal User: LUCKINSE Password: welcome

2-2

Check the details of the partner ED Systems Path: Partner & Account Management -> Partner Management

2-3

•

What is the Account ID of ED Systems?

•

What is the Channel Partner Type of ED Systems?

•

Check if the contact person Logan White has been maintained for ED Systems.

The employees of the partner company ED Systems need to have a user ID to log on to the Partner Portal of your company. Find out the user ID of Logan White

2-4

© SAP AG

Log off from the portal.

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Unit:

Channel Management

Topic 3: Lead Management / Partner Manager Portal

You are now Logan White, who is working for ED Systems •

3-1

Accept the lead and start the lead-to-order process

Enter the portal as Logan White via http:///SAPPortal User: WHITEL Password: welcome

3-2

Check if “Welcome Logan White” appears in the portal

3-3

Accept the lead:

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Optional: Unit:

Channel Management

Topic 4: Collaborative Showroom

Within the Collaborative Showroom scenario the Web shop order is assigned to a partner, which will then handle the further processing of the order.

4-1

•

Enter the Web shop as a consumer

•

Fill the Web shop basket and select a suitable partner

•

Order the basket

Enter the Collaborative Showroom via the following URL: http:///b2c/b2c/init.do?scenario.xcm=IDESCRMXXXCS XXX stands for your CRM client (e.g. 801)

4-2

Browse through the catalog and transfer the following two products into the shopping basket •

HT-1011 (Notebook Professional 1.7)

•

HT-1055 (Multi Print).

4-3

Navigate to the shopping basket.

4-4

Search a partner that will handle your order and select the company EuroCo

4-5

Check the availability/prices of the required items at the chosen partner. Which of the products are not immediately available in the assortment of the company EuroCo?

4-6

Is there another company, which has this product available immediately? Choose Lime Computer for product HT-1011, so that different partners will handle the two order positions.

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4-7

Order the shopping basket. To register you can use the e-mail address of Sandra ##Turner CRM-##[email protected] and the password “welcome” (## stands for your group number) or the e-mail address you specified in the chapter 5 (exercise 3-1).

4-8

Follow the checkout procedure for each of the partners (Hint: Don't choose Credit Card as Payment Method or you’ll have to enter real data!)

4-9

Have a look at the order confirmation and note the two order numbers. Order numbers:

4-10

Go to My account and check the order status for both orders.

4-11

Log-off.

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Optional Unit: Channel Management Topic 5: Hosted Order Management / Partner Manager Portal In exercise 4 you ordered the product Ht-1055 and assigned this position to the company EuroCo for further processing. Now log on to the partner portal as Michael Ross who works for EuroCo.

5-1

Enter the Portal as Michael Ross in the role of Partner Manager Channel Commerce via the following URL: http:///SAPPortal User: ROSSM Password: welcome.

5-2

Go to Buy&Sell Æ Order Management and search for new orders.

5-3

In the result list you will find the order, which was created in exercise 4.

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Solutions Unit: Channel Management Topic 1: Lead Management / Channel Manager Portal

Eric Luckins works for your PCs selling company and dispatches leads to partners (like ED Systems). (These partners are actually selling the products of Eric’s company to customers.) Follow some of Eric’s daily tasks through the portal as Channel Manager. From the marketing department Eric Luckins gets the information that the company ADCOM is looking for 100 Notebook Professional 15 (product ID: Ht-1010). Eric will therefore create a lead, nobody in the marketing department has done that so far. The lead holds all relevant information of this deal. Eric will then dispatch this lead to partners, who will then contact ADCOM. •

1-1

Create Lead and dispatch lead to partners

Enter the portal as Eric Luckins via http:///SAPPortal User: LUCKINSE Password: welcome If the portal does not appear in English, please check if the language of your browser is set to English. Path: Tools Æ Internet Options Æ General Æ Languages. Otherwise the menu in the portal will be in a different language

1-2

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Check if “Welcome Eric Luckins” appears in the portal

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1-3

Create a Lead Path: Sales Cycle Æ Leads.

1-4

•

Choose as action “Channel Lead”

•

Maintain the description: Lead for Notebooks Group XX (XX stands for your Group Number)

•

Maintain a sales prospect (e.g. ADCOM; if you are asked to select a contact person, select the first one)

•

Assign 100 products Ht-1010

•

Save the lead

What is current status of the Lead you just created? Open

1-5

Dispatch Lead to partner ED Systems:

Within the Lead maintenance press the button (or button

1-6

and then the button

). Enter ED Systems in the field Partner and press the and then the button

and finally save the lead.

What is the current status of the Lead now? Dispatched to Partner

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Unit:

Channel Management

Topic 2: Partner Management / Channel Manager Portal

You just dispatched a lead to the partner ED Systems. But is there someone at ED Systems who can accept the lead? •

2-1

Check the details of the partner ED Systems

Stay in (or enter again) the portal as Eric Luckins via http:///SAPPortal User: LUCKINSE Password: welcome

2-2

Check the details of the partner ED Systems Path: Partner & Account Management Æ Partner Management •

What is the Account ID of ED Systems? 300864

•

What is the Channel Partner Type of ED Systems? Reseller

•

Check if the contact person Logan White has been maintained for ED Systems. Yes, partner 406694 has the contact person Logan White

2-3

The employees of the partner company ED Systems need to have a user ID to log on to the Partner Portal of your company. Find out the user ID of Logan White Path: Partner & Account Management Æ User Management. Choose Display and change Existing users and enter the name White The user Id of Logan White is WHITEL

2-4

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Log off from the portal.

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Unit:

Channel Management

Topic 3: Lead Management / Partner Manager Portal

You are now Logan White, who is working for ED Systems •

3-1

Accept the lead and start the lead-to-order process

Enter the portal as Logan White via http:///SAPPortal User: WHITEL Password: welcome

3-2

Check if “Welcome Logan White” appears in the portal

3-3

Accept the lead: Path: Home Æ Workflow Inbox Choose and press the button “Go” The lead you created in exercise 1 appears. Accept this lead.

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Optional: Unit:

Channel Management

Topic 4: Collaborative Showroom

Within the Collaborative Showroom scenario the Web shop order is assigned to a partner, which will then handle the further processing of the order.

4-1

•

Enter the Web shop as a consumer

•

Fill the Web shop basket and select a suitable partner

•

Order the basket

Enter the Collaborative Showroom via the following URL: http:///b2c/b2c/init.do?scenario.xcm=IDESCRMXXXCS XXX stands for your CRM client (e.g. 801)

4-2

Browse through the catalog and transfer the following two products into the shopping basket •

HT-1011 (Notebook Professional 1.7)

•

HT-1055 (Multi Print).

4-3

Navigate to the shopping basket.

4-4

Search a partner that will handle your order and select the company EuroCo Press the button “Partner Locator”

4-5

Check the availability/prices of the required items at the chosen partner. Which of the products are not immediately available in the assortment of the company EuroCo? HT-1011

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4-6

Is there an other company, which has this product available immediately? No, there is no other company. To find out press the button “Find new partner for this article” in the line of product HT-1011. On the next screen you can see, that the company Lime Computers delivers the product as well, but the same availability information as for EuroCo is displayed. Nevertheless, choose Lime Computer for product HT-1011, so that different partners will handle the two order positions.

4-7

Order the shopping basket. To register you can use the e-mail address of Sandra ##Turner CRM-##[email protected] and the password “welcome” (## stands for your group number) or the e-mail address you specified in the chapter 5 (exercise 3-1). Press the button “Go to check out”

4-8

Follow the checkout procedure for each of the partners (Hint: Don't choose Credit Card as Payment Method or you’ll have to enter real data!)

4-9

Have a look at the order confirmation and note the two order numbers. Order numbers:

4-10

Go to My account and check the order status for both orders. The status for both order is “Open”

4-11

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Log-off.

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Optional Unit: Channel Management Topic 5: Hosted Order Management / Partner Manager Portal In exercise 4 you ordered the product Ht-1055 and assigned this position to the company EuroCo for further processing. Now log on to the partner portal as Michael Ross who works for EuroCo.

5-1

Enter the Portal as Michael Ross in the role of Partner Manager Channel Commerce via the following URL: http:///SAPPortal User: ROSSM Password: welcome.

5-2

Go to Buy&Sell Æ Order Management and search for new orders.

5-3

In the result list you will find the order, which was created in exercise 4.

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Interaction Center WebClient and WinClient Interaction Center Management

© SAP AG 2003

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Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


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mySAP CRM Interaction Center: Unit Objectives

At the conclusion of this unit, you will be able to: Answer incoming phone calls using the knowledge search of the Interaction Center WebClient Handle calls in the Interaction Center WinClient Describe the functions of Interaction Center Management

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Case Study: mySAP CRM Interaction Center 44


mySAP CRM Marketing


33 55

mySAP CRM Analytics


99



mySAP CRM Service






66

77



As an Interaction Center agent, you receive an incoming phone call from our web shop customer reporting problems with the delivered notebooks.

You support the customer with a solution using the knowledge search.

If necessary you create a service order and arrange an appointment with the customer for one of our service technicians.

In addition, you work on a call list as part of a marketing campaign.

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Interaction Center: Solution Map Campaign Execution

Telemarketing Telesales

Campaign Execution


Customer Service Analytics Supporting Processes

Customer Service and Support

Lead Management

Activity Management

Help Desk

Opportunity Management

Quotation and Order Management



Alerts and Messages

Personalization

Scripting

Communication Channels

Scripting


Complaint Management

Sales Analytics

Service Analytics

Interaction Center Analytics

Workforce Management

Workflow Management

Knowledge Management

IC Management

© SAP AG 2003

The Solution Map for the Interaction Center covers:

Inbound and outbound telemarketing for campaign execution to generate leads and effectively qualify prospects in a personalized fashion and move the leads through the sales pipeline systematically.

Inbound and outbound sales activities to properly manage accounts and contacts, helping you to properly provide quotes, fulfill orders and compensate the team

Complete help desk scenarios with case management, customer service and support with complaint handling

A full range of Interaction Center analytics to provide real-time decision making on productivity and operational efficiency.

The many supporting processes that are available regardless of the business scenario, such as alerts and messages, scripts, full communication support, agent planning an scheduling, automation via workflow and knowledge management.

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Agent Desktop – User Interfaces

The Interaction Center offers two parallel user interfaces working against the same business engine. Our Proven Interaction Center

Our New Interaction Center

WinClient

WebClient

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SAP offers two equivalent user interfaces that bring the best of both worlds without sacrificing performance or administration and maintenance goals.

Following the design of SAP’s Dynpro based applications, the windows client exploits the capabilities of a windows based desktop. Having full control over the resources of the desktops allows agents familiar with SAP applications to work in a nearly mouse-free environment and fully leverage the integration into Microsoft’s Office Applications. Most of SAP’s live Interaction Center customers appreciate the linear scalability as well as sub-second response time.

When it comes to multichannel support, companies can choose to leverage SAP controls for softphone, e-mail handling or chat sessions or use other controls such as the Multichannel Interface or controls from SAP partners such as Genesys Laboratories.

Exploiting the capabilities of browsers regarding zero footprint applications, it is easier for customers to deploy this application to every user who may benefit from these supporting features like scripting or telephony support. Like the IC WinClient, the IC WebClient is designed to support professional users in the interaction center with quick response times.

For those companies operating in a heterogeneous environment with multiple switch types, e-mail or web servers, the IC WebClient brings consistency to the user experience making the brand of the communication device invisible to the user. Again, this will reduce agent training costs by supporting one set of controls across your entire communication infrastructure.

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Interaction Center: WebClient Layout Scratch Pad

Account info

Alerts

Tool bar

Communication Information

System messages

Navigation bar

workspace Broadcast messages

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The Scratch Pad allows the agent to write down notes that can at any time be included into the business documents.

Account Info shows the most relevant information about the current interaction, such as the customer’s name and company.

Alerts are displayed to the agents generated by the the Alert Modeler, such as automatic suggestions and reminders.

Communication Information shows information from the Communication Management Software, like talk time, automatic number identification, agent state and queue status.

The toolbar contains buttons to control telephony functions.

In the workspace you can maintain business transactions such as sales and service orders, start call lists and interactive scripts or run detailed search on business partners, products and transactions in the interaction history of customers.

The navigation area allows the agents to start transactions and navigate between different screens.

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Interaction Center: WinClient Layout

Toolbar Business Partner

Agents Dashboard Scripting / Messaging

Action Box

Navigationarea Application area

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The Interaction Center WinClient user interface provides the following components: y Business partner: Here, the business partner and contact person are identified automatically or manually. You can use various data to search for business partners on the Business Partner tab page in the application area. Address changes for master data can be maintained here. y Agents dashboard: Here the system displays telephony data to the agent (for example, number, name and status of the actual call). y Scripting and messaging: Here you can display short information based on events or system activities as well as information the IC manager sends to the agents using the broadcast messaging service. y Action box: Here you can call up various functions via pushbuttons or menus. You open up hidden tab pages in the application area, transactions of the mySAP CRM System, transactions in other SAP systems (R/3, APO) and Internet and intranet pages. Parameters such as business partner ID or address can be transferred to each of these transactions. y Navigation area: The interaction history for the business partner is displayed here. Product proposals are also offered for selection, on the basis of various strategies (e.g. top-n products, cross, up/down selling, accessories). For service scenarios, lists of the customer's IBase (installed base) can be displayed. Application area: The tab pages of the application area can also be described as workspaces. Various tab pages can be used, such as: y Business partner search and maintenance, customer fact sheet y Transaction processing: Here you can create, change and display all kinds of business transactions such as opportunities, activities, sales and service transactions y Incoming and outgoing e-mails, fax- and SMS messages, chat requests from the internet etc. y Solution database y Internet and intranet pages The toolbar contains buttons to control telephony functions. © SAP AG

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Interaction Center: Configuration IC Work Centers: Functions Sales, Service, Marketing Telephone integration E-mail integration Internet integration

Configuration of the Work Center

IC Work Center: Individual Configuration for: Entire call center Groups of agents Individual positions

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The Interaction Center supports all CRM strategies, such as: y Sales: processing of sales transactions, opportunities, product proposals y Service: e-mail processing and workflow, solution database, service transactions y Marketing: campaigns, call lists, product proposals

In addition, the Interaction Center supports multi-channel communication: y Telephone: incoming and outgoing calls, routing, call lists, CTI (computer telephony integration) connection y E-mail, fax, SMS y Internet: inclusion of Internet and intranet pages, co-browsing, call-me-back, Web chat, Web telephony

In both the WinClient and WebClient UI 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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TeleMarketing, TeleSales, and TeleService TeleMarketing

Script Survey x

Call List dial

x

Lead qualified !

TeleSales

Chance

Opportunity Quotation Contract Order

TeleService

Success

Solution Search

?

!

Complaint Complaint and and Service Case Case Mgmt Mgmt Service Order Order

© SAP AG 2003

Telemarketing executes marketing campaigns by coordinating call lists and scripts with agents and outbound dialers.

Scripts and surveys guide agents through the communication with the business partners and support the qualification of leads.

Telesales includes both inbound and outbound order processing supported by product proposals such as top-n products and cross selling. Besides sales orders quotations, value and quantity contracts can be maintained.

Opportunity management helps to make more complex or long-term sales projects a success.

Customer Service enable help desks to manage cases and complaints for customer service & support situations

The mySAP CRM Interaction Center offers a full set of service capabilities to resolve customer inquiries. y The knowledge search helps agents to find and pass a solution to customers by phone, e-mail, or chat y Warranty determination is included into complaints and service orders. Complaint management allows you to trigger follow-up actions like return processing and inhouse repair, subsequent deliveries free of charge and credit memos y Agents can check entitlements, understand what products and services the customer has and schedule appointments based on time preferences of the customer and qualification and availability of service technicians

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Interactive Scripting Call up script manually or automatically

For example, sales transaction

Script Answer: yes Question: A

Call up functions

Answer: no Hello ... Answer: X Question: B Answer: Y

Thank you ... and good bye

Evaluation

© SAP AG 2003

Interactive scripting helps the agents in their communication with business partners. The agents can select and call up scripts manually. Scripts can also be linked to marketing campaigns so that the script opens automatically as soon as a call is carried out for the campaign. Scripts can also be launched automatically driven by events

The script provides question and answer alternatives, which the agent can use during the conversation with the customer. The script can call up specific transactions, depending on the customer's answer. For example the script might branch to sales order maintenance. In addition to transactions in mySAP CRM, the script can call up transactions in other SAP systems (R/3, APO), and Internet and intranet pages.

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.

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Knowledge Search Incoming problem description from: to: Text:

[email protected]

Solution DB

[email protected]

?

? Search via text

+

? Answer with solution from:

[email protected]

to:

customer @help.com

Text:

!

!

- - + + -

Enhance search by attributes and categories

Solution

© SAP AG 2003

The Knowledge Search uses the problem description given by the customer by phone, fax, e-mail or chat. The text is used to search for appropriate solutions that can be returned to the customer. Customers and field sales representatives can also use the Knowledge Search as an Internet selfservice.

The slide describes how the Knowledge Search can be used for a customer inquiry that arrives in the Interaction Center by e-mail. y The Interactive Intelligent Agent uses the entire e-mail text. The agent can optimize the search by reducing the text to the relevant parts. The text is automatically matched with the symptoms saved in the database. The text search also contains a phonetic search y 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 y Solutions are assigned to the symptoms determined in the database. As a result, the agent receives a search result list in which the symptoms and solutions found are listed according to the extent to which they match the texts and attributes y The agent selects one or more solution proposals, copies them and inserts them in the e-mail reply to the customer y Feedback from the customer and/or agent is used to continually optimize the search for a solution

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IC Management: Manager Dashboard

Provides real-time interaction

Contact Center Status 42

No Spanish Coverage

center statistics for the IC Manager (that is, status of current processes)

8

PS 2/1

Show

Identifies sudden trends or

3

GS 10/5

4

2

OA

SC

SR

2/4

3/5

7/5

Tina’s Team 6

Agent Rose Brandon Marilyn Brinkley Patty Cortez 214 calls; AHT 9:41; Brian Foreman Fay Gonzales Ernie Gurdon Catherine Jones Danielle King solver Janet Lakes Brian Foreman Fay Gonzales Ernie Gurdon Catherine Jones Danielle King solver Janet Lakes Brian Foreman Fay Gonzales Ernie Gurdon Catherine Jones Danielle King solver Janet Lakes Brian Foreman Fay Gonzales

potential emergencies Displays agent volume and

activity statistics iView that is launched from

the Real-time Status workset

2

Overview Overview

Vol : Medium AHT : 8:45 ASA : 0:22

Message Message

Call Call Listen Listen

Skills Schedule4 State F,1 1 0,1 ASA 0:17 1,2,A 0,1,2 0,1 2,A 1,2 2,A 1,2 2,A 1,2 2,A 1,A A,2 0,1 1,A 2,A 0,A 1 2,A,1 0,A 2

Time 4:12 0:27 7:12 1:14 13:55 14:21 0:03 45:22 1:14 13:55 14:21 0:03 45:22 1:14 13:55 14:21 0:03 45:22 1:14

© SAP AG 2003

You can use the overview to display: y Number of agents active in each channel y Overall status of each of the queues in the Interaction Center y Three overview key figures of your choice, such as call volume, average handling time and average speed of answer y Text alerts and icon alerts which let you know when limits that you configured were crossed

In addition to the information displayed in the overview, this view displays detailed information for each agent in the team, such as: y Queue that the agent is actively working in y State such as wrap-up, ready or active telephony y Time that agent has been active in the current channel y Three agent-level key figures of your choice, such as contacts handled today, average handling time and average speed of answer

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

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IC Management: Managing Call Lists

Create call list

Process call list

Assign call list

Monitor call list

Liste

context

Manual list

Calling hours

Call Center

Open

Periodic calls

Business partners

Agent teams

In process

Campaign

Scripts, ...

Agent positions

Completed

© SAP AG 2003

Before a call list is used in the Interaction Center it is activated and assigned to groups of agents in call list management. Call lists can also be processed in call list management: y Individual calls can be removed from, added to or moved to other lists manually y Synchronization of call lists allows administrators to specify the time frame and, in addition to the main business partners, select the appropriate contact persons. The agent can then choose, while carrying out the call list, whether to call the main business partner or one of the contact persons (context menu) y Scripts can be assigned to the call lists y 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.

Several key figures (size of call list, number of open and completed calls, and so on) allow you to monitor the processing of the call lists.

The call finally needs to be activated.

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Workforce Management

The Workforce

Management workset contains various tools for scheduling agents and planning/forecasting workload. Efficiently leverages

agents’ skills across all contact channels. Web-based UI allows the IC

Manager to easily modify agent schedule information.

© SAP AG 2003

Interaction Center (IC) Workforce Management (WFM) performs the complex process of creating optimum employee schedules utilizing business variables entered during implementation and actual queue data captured throughout the day.

The "optimization engine" at the heart of IC WFM finds the best possible floor schedule while balancing such weighted variables as staffing needs, employee skill levels, payroll requirements, service level objectives, employee availability, workplace rules and performance standards.

The result – scheduling is transformed from a necessary, tedious, clerical function into an analytical, cost-effective, business management process.

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Interaction Center Analytics

Interaction Center Analytics - Connection volume - Call abandonment rates - Average handling time, … Interactive scripting evaluation - Sales cycle support - Business partner feedback, … Call List Evaluation © SAP AG 2003

Interaction Center analytics supports IC mangers in analyzing their Interaction Center and provides a complete evaluation infrastructure with pre-defined business content.

Interaction Center Statistics: y Statistical data from the communication system (technical framework and basis for the Interaction Center, which, for example, contains systems for Computer Telephony Integration (CTI) and message routing) is combined with business data from the mySAP CRM system. The resulting interaction center statistics, together with real-time status information, provide numerous analyses that you can use to monitor and evaluate trends in the interaction center. Analyze e.g.the inbound and outbound connection volume, average handling times, and the service levels of the calls.

Interactive Scripting Evaluation y You can use interactive scripting evaluation to analyze customer responses to questions in interactive scripts. This function works together with mySAP CRM to track button clicks made by agents as they work through interactive scripts in the Interaction Center. When customers answer questions, agents choose buttons to indicate the answers. This function records these button clicks in system mySAP Business Information Warehouse (mySAP BW). You can use this recorded information to display an overview of all executed scripts, the questions and answers of a particular script, q list of business partners who gave particular answers, and a particular time period.

Call List Evaluation helps you to monitor the progress of the call list.

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mySAP CRM Interaction Center: Unit Summary

You are now able to: Answer incoming phone calls using the knowledge search of the Interaction Center WebClient Handle calls in the Interaction Center WinClient Describe the functions of Interaction Center Management

© SAP AG 2003

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Exercises Unit:

Interaction Center

Topic: Interaction Center Win- and WebClient At the conclusion of this exercise, you will be able to: • Handle an incoming phone call using the Interaction Center WebClient or WinClient A business partner calls the Interaction Center to report a problem with notebooks bought via the internet a few days ago. Using the knowledge search you find a solution for the customer’s problem. In an alternative scenario using the Interaction Center WinClient you create a complaint based on the customer’s problem.

Incoming Call in the Interaction Center WebClient 1-1

Start the IC WebClient by logging on to the portal of your training system with user ICAGENT (password will be given to you by your trainer).

1-2

There is an incoming phone call from business partner ##Turner. 1-2-1 Press Identify Account in the navigation bar. 1-2-2 Enter ##Turner into field Account and press Enter (or search account). 1-2-3 Confirm the identified business partner (or press Enter again).

1-3

The business partner ordered Notebooks via the Internet a few days ago. ##Turner is reporting that the notebooks sometimes shut down after displaying “Error 190”. First you search for the sales document in the Interaction History of the customer. Try to find a solution for the customer’s problem using the knowledge search. 1-3-1 Press Knowledge Search in the navigation bar. 1-3-2 Enter “shut down after Error 190” into the field for search terms and press search (on the bottom of the screen). The search result is displayed on the right hand side of the screen. The first solution indicates that the battery voltage might be exhausted and suggests connecting the power supply to the notebook. ##Turner will try this solution and call back later if the solution fails.

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1-4

The call with Sandra Turner is done but now you want to document this incoming call and the given solution: 1-4-1 Mark the solution and press add to cart (button at the end of the search result list). 1-4-2 Press Interaction Record in the navigation bar. In the activity clipboard of the interaction record you can see the business partner and the given solution. 1-4-3 Enter the following data into the interaction record: description: Solution search on notebook problem Text: Customer will test the given solution and call again later if solution fails. 1-4-4 Now you can press End (function keys at the top of the screen). This way the incoming phone call is saved as an interaction record and the given solution will be stored in the activity clipboard of the interaction record. In case the customer calls again on the same issue, any agent can find the existing call and the solution offered in the interaction history of the customer.

Alternative Scenario (optional): Complaint processing in the Interaction Center WinClient 1-5

If you are interested in getting to know the Interaction Center WinClient you may proceed with the following scenario. Once again, it describes an incoming phone call from business partner ##Turner who has ordered notebooks via the Internet a few days ago. Now ##Turner reports problems connecting the notebooks to the net.

1-6

Go to the SAP easy access menu of your CRM training system. Menu path: Interaction Center Æ Interaction Center WinClient Æ Interaction Center WinClient

1-7

When you start the Interaction Center WinClient for the first time there will be popup asking for your personal work center settings. Enter the following data: 1. Telephone no. 99## [!] For ACD functions Telephony server NO [NO] Server Simulation IDES Press save and back

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1-8

In the Interaction Center first identify your business partner. Enter ##Turner into the first name field and press Enter. After confirming the search result by pressing Enter again the interaction history of the business partner is displayed (tab page on the left).

1-9

Select the sales order that the customer placed a few days ago via the Internet by double-clicking on it. The order will be displayed on the tab page on the right hand side of the screen.

1-10

Create a complaint as a follow up transaction. 1-10-1 Press Icon “create follow up transaction” and chose complaints. 1-10-2 Go to the item selection tab page and mark the item (check box) and press button copy. 1-10-3 Press button fast entry and scroll down. Here you can enter reason codes and / or use the text editor to describe the reason for the complaint. 1-10-4 By pressing one of the buttons at the bottom of the screen you can trigger follow up actions, for example a return process, a subsequent delivery free of charge or a credit memo. Depending on your choice the complaint will generate a return, delivery or credit memo item. You can access the data of these items by pressing button item details (at the top of the tab page).

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Solutions Unit:

Interaction Center

Topic: Interaction Center Win- and WebClient

Incoming Call in the Interaction Center WebClient 1-1

Start the IC WebClient by logging on to the portal of your training system with user ICAGENT (password will be given to you by your trainer).

1-2

There is an incoming phone call from business partner ##Turner. 1-2-1 Press Identify Account in the navigation bar. 1-2-2 Enter ##Turner into field Account and press Enter (or search account). 1-2-3 Confirm the identified business partner (or press Enter again).

1-3

The business partner ordered Notebooks via the Internet a few days ago. ##Turner is reporting that the notebooks sometimes shut down after displaying “Error 190”. First you search for the sales document in the Interaction History of the customer. Try to find a solution for the customer’s problem using the knowledge search. 1-3-1 Press Knowledge Search in the navigation bar. 1-3-2 Enter “shut down after Error 190” into the field for search terms and press search (on the bottom of the screen). The search result is displayed on the right hand side of the screen. The first solution indicates that the battery voltage might be exhausted and suggests connecting the power supply to the notebook. ##Turner will try this solution and call back later if the solution fails.

1-4

The call with Sandra Turner is done but now you want to document this incoming call and the given solution: 1-4-1 Mark the solution and press add to cart (button at the end of the search result list). 1-4-2 Press Interaction Record in the navigation bar. In the activity clipboard of the interaction record you can see the business partner and the given solution. 1-4-3 Enter the following data into the interaction record: Description: Solution search on notebook problem Text: Customer will test the given solution and call again later if solution fails.

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1-4-4 Now you can press End (function keys at the top of the screen). This way the incoming phone call is saved and the solution will be stored in the activity clipboard of the interaction record. In case the customer calls again on the same issue, any agent can find the existing call and the solution offered in the interaction history of the customer.

Alternative Scenario (optional): Complaint processing in the Interaction Center WinClient 1-5

If you are interested in getting to know the Interaction Center WinClient you may proceed with the following scenario. Again, it describes an incoming phone call from business partner ##Turner who has ordered notebooks via the Internet a few days ago. Now ##Turner reports problems connecting the notebooks to the net.

1-6

Go to the SAP easy access menu of your CRM training system. Menu path: Interaction Center Æ Interaction Center WinClient Æ Interaction Center WinClient

1-7

When you start the Interaction Center WinClient for the first time there will be popup asking for your personal work center settings. Enter the following data: 1. Telephone no. 99## [!] For ACD functions Telephony server NO [NO] Server Simulation IDES Press save and back

1-8

In the Interaction Center first identify your business partner. Enter ##Turner into the first name field and press Enter. After confirming the search result by pressing Enter again the interaction history of the business partner is displayed (tab page on the left).

1-9

Select the sales order that the customer placed a few days ago via the Internet by double-clicking on it. The order will be displayed on the tab page on the right hand side of the screen.

1-10

Create a complaint as a follow up transaction. 1-10-1 Press Icon “create follow up transaction” and chose complaints. 1-10-2 Go to the item selection tab page and mark the item (check box) and press button copy. 1-10-3 Press button fast entry and scroll down. Here you can enter reason codes and / or use the text editor to describe the reason for the complaint.

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SAPCRM

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1-10-4 By pressing one of the buttons at the bottom of the screen you can trigger follow up actions, for example a return process, a subsequent delivery free of charge or a credit memo. Depending on your choice the complaint will generate a return, delivery or credit memo item. You can access the data of these items by pressing button item details (at the top of the tab page).

© SAP AG

SAPCRM

8-25

mySAP CRM Sales

Account and Contact Management Activity Management Opportunity Management Quotation and Order Management Contract Management Incentive and Commission Management Sales Analytics

© SAP AG 2003

© SAP AG

SAPCRM

7-1

Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

© SAP AG

SAPCRM

7-2

mySAP CRM Sales: Unit Objectives

At the conclusion of this unit, you will be able to: Name the business processes within CRM Sales Describe different business objects, elements and functions within CRM Sales

© SAP AG 2003

© SAP AG

SAPCRM

7-3

Case Study: mySAP CRM Sales Analyst looks at the sales distribution and classifies customers



33 55

mySAP CRM Analytics



mySAP CRM Solution Customer calls, IC agent creates complaint 88




66

77



As a sales rep of our company, you use the various tools centered around your accounts: You create an opportunity after having visited a customer, perform your activities around the potential customer and finally turn the opportunity into a quotation.

As an employee responsible for shipment in your company’s warehouse, you use the SAP R/3 system to complete the delivery of your orders placed via the various channels, e.g. the E-Commerce Web shop.

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SAPCRM

7-4

mySAP CRM Sales: Course Overview Diagram Enterprise Sales

Sales Planning Territory & Forecasting Management

Account & Contact Management

Activity Management


Quotation & Contract Incentive & Order Management & Commission Management Leasing Management

Field Sales

Sales Planning Territory & Forecasting Management

Account & Contact Management

Activity Management


Quotation & Order Management

E-Selling Telesales Channel Sales Channel Commerce Analytics

Quotation & Order Management Account & Contact Management Account & Contact Management

Shopping Basket Management

Activity Management

Activity Management


Price Management


Interactive Selling & Configuration


Contract Management

Web Auctions

Incentive & Commission Management

Collaborative Selling Incentive & Commission Management

Quotation & Order Management

Pricing & Interactive Quotation & Multi-tier Sales Partner Contract Selling & Order Tracking & Compensation Management Configuration Management Forecasting

Distributed Catalog & Content Management

Distributed Order & Inventory Management


Sales Analytics

Hosted Order Management

Hosted Partner Sites

Service Analytics

Account & Quotation & Contract Activity Opportunity Contact Order Management Management Management Management Management & Leasing


Incentive & Commission Management

© SAP AG 2003

© SAP AG

SAPCRM

7-5

Sales Cycle and Closed-Loop CRM

Customer retention

Lead generation and qualification Telephony

Interaction Center

Mobile

Sales Cycle Customer service

Face to Face

Billing

E-Selling

Agreement

Logistics execution © SAP AG 2003

A unique solution, mySAP CRM provides companies with insight into the entire sales life cycle – from identifying a lead, to developing a sales plan that includes necessary tasks and activities, to providing a quote, to entering an order, to finalizing and managing the billing cycle.

Closed-loop Interaction Cycle: Provides companies with the ability to gain insight into the entire customer life cycle – from the moment a lead is identified, to developing the sales plan of necessary tasks and activities, to providing a quote, to entering an order, and finally, to finalizing and managing the billing cycle and fulfillment process.

360 Degree Visibility: Delivers an unrivalled, comprehensive view of each sales opportunity by providing complete visibility into a prospect and customers history, milestones, key decision-makers, tasks, activities and progress.

Multi-Channel Optimization: Gives sales team members (regardless of role or location), partners and customers immediate access to all mission-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 into critical back-office information for optimized front-office transactions.

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SAPCRM

7-6

Account and Contact Management No one knows your accounts better than you with mySAP CRM Quick and easy search and display for account Information about people, companies and relationships Different views on accounts such as customers, contacts, consumers or competitors 360° view of the account with all relevant information such as: Interaction history Activities Opportunities Sales, service and marketing documents Financial and logistical data Account-specific analysis Print account overview Send e-mail/fax Ensured data quality © SAP AG 2003

Key account and contact management capabilities of mySAP CRM include: y Support for quick access to key account information, including critical relationship overviews; 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 demonstrations y A customizable fact sheet that provides important key performance indicators (KPIs)

Armed with this information, sales reps can identify their customers’ key decision makers by understanding their customers’ core business drivers and objectives. They can also project revenues and determine future cross-selling and up-selling opportunities.

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SAPCRM

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Activity Management Appointments Groupware Integration Partner Sales team Contacts Manager

Texts

Attachments

Activities Survey

Transactions Quotation Opportunity Sales order

Activity Journal

© SAP AG 2003

Key activity management capabilities of mySAP CRM include: y Ability to schedule and manage simple and complex tasks y Ability to capture and access every customer activity, including all communication transactions, such as appointments, dates, telephone calls, e-mails, letters, meetings y Tight integration into all business transactions since core capabilities can be used in each phase of the CRM process and sales cycle y Support for team selling y An activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on needs and requirements, and products and services discussed. The feature also includes a user-friendly wizard, which enables sales professionals to maintain activity journals through customizable templates (NEW IN 4.0). y The ability to integrate many different areas of data and dynamically create a variety of surveys. For example, pharmaceutical companies could use such surveys to track the batch and product numbers of free samples offered during customer visits, while retailers could report the number of campaign costs and other details. y Two-way synchronization of mySAP CRM activities and calendars with Microsoft Outlook or Lotus Notes, ensuring that changes sales professionals make to their CRM calendars show up in the third-party solutions as well.

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SAPCRM

7-8

Groupware Integration: CRM ÅÆ Groupware MS Outlook or Lotus Notes User: CRM Application

Two-way data exchange between SAP CRM Middleware and Groupware Solutions (MS Exchange and Lotus Notes) Server-based for: Tasks Business activities Business partner Æ Groupware: Business activity addresses

Link to CRM Business Activity © SAP AG 2003

You can integrate CRM Activity Management with groupware applications, that is, Microsoft Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM calendar and your own groupware calendar. Data exchange is two-way, enabling you to call up activities and their data, such as date, time, location and business partners involved, which you have maintained in the CRM system, in your own office management system, and vice versa. This allows you to work more quickly and effectively, because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks.

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 a business activity or task in CRM Activity Management, it is saved in the database as a messaging business document (Bdoc), and then sent to Middleware. Middleware calls adapters and sends the activity to the map box. The business activity is then converted to iCalendar format, making it compatible with 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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SAPCRM

7-9


Opportunity

Phase

Activities

Discovery

Exchange of information Understand the requirements Customer visit

Development

Discussion of solution Prove capability Pricing Demonstration / Presentation Negotiation

Decision Making

Quotation

Conviction Visit to reference customers Golf

Win/Loss Analysis

lost

won

No order

Order

© SAP AG 2003

With the opportunity management capabilities of mySAP CRM, sales professionals can easily: y Plan sales approaches y Assign and manage critical tasks and activities y Identify key decision makers, influencers, and critical relationships y Manage competitive threats while pursuing add-on revenue y Promote team selling and sales coaching y Estimate closing dates and sales volumes

Opportunity Management capabilities also allow organizations to: y Determine an opportunity’s sales planning figures and revenues. The opportunity management capabilities enable users to define planning figures such as market share, sales revenues, and quantities for the complete opportunity. They can also determine sales revenues and quantities for individual projects. Organizations can analyze cumulative planning figures, which they can use to plan sales and production. y Create opportunity hierarchies linking related sales opportunities and projects. Organizations can structure master sales projects into several sub-projects, allowing for separate opportunities for subsidiaries, divisions or separate departments within the same master project. y Manage complex sales projects more effectively by seamlessly integrating project and resource management capabilities. Sales reps can plan each project, define and manage each task and allocate resources more effectively through easy access from the sales rep portal to project management capabilities.

© SAP AG

SAPCRM

7-10

Opportunity Management – Sales Methodology

Opportunity plan

Sales assistant

Project goals Contacts Reporting / analysis

Opportunity Opportunity assessment Competition analysis

Freely customizable

© SAP AG 2003

Key sales methodology capabilities of mySAP CRM include: y A sales assistant feature, which companies can use to guide sales professionals through structured sales processes. The feature also supports sales planning activities, helps companies manage and monitor all sales opportunity activities and provides sales representatives with recommended activities and tasks to complete during each phase of the sales process. y A buying center, where users can maintain information on all those involved in customers’ decision-making processes, including endorsers, decision makers, users, assessors and coaches. This feature provides key information about individual business objectives, decision criteria, personal agendas and value propositions. y An opportunity assessment tool, which provides sale reps with checklists with which they can qualify projects and determine the probability of closing such sales. y An opportunity plan, which provides a complete view into the current status and details of an opportunity.

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SAPCRM

7-11

Quotation and Order Management – Quotation Quotation: Legally binding offer to deliver specific products or a selection of a certain amount of products in a specified timeframe at a pre-defined price. Quotation Sold-to Party:

Miller Inc., Boston

Flat screen Monitor X-100 Laser Printer Z-230

10 pc 20 pc

Status Quotation Quotation

Workflow

Actions

Status

(for example, release for customer)

(for example, follow-up activity if expired)

(for example, “completed” if valid-to is reached)

© SAP AG 2003

Quotation functions: y Quotation notification: When creating a new sales order, the system checks whether valid quotations for the customer and the products exist. The system can either immediately assign the sales order to the quotation if only one valid quotation exists or it can display a list with all relevant quotations. Alternatively it can do both or neither y Validity: Can be determined manually or by using a date profile at header and/or item level y Completion: A quotation is completed once the validity period is over (action), through rejection on the part of the customer or through status change (e.g. quotation accepted) y Sales Probability: Determines how likely it is that a sales order will be initiated on the basis of the quotation. It is proposed from the item category or can be determined using customer-specific logic (in Sales Set BAdI) and is used for sales forecasting (expected sales volume) y Alternative Items: Items can be combined into groups. Only one item of the group may be passed to an order. The “Leading item” of the group is used for calculating the expected net value. y ATP Check: Calculated according to quotation-specific ATP profile. Can only be simulated (products are not reserved) y Actions: Generate actions (for example, e-mails, workflows or follow-up documents) from application data in accordance with an action definition. Action profiles can be used at header and/or item level. There is a standard action profile for quotations available. y Distribution: Quotations that are created in SAP CRM are transferred to SAP R/3. These quotations can be converted into orders in SAP R/3, but no longer in SAP CRM. Quotations managed in SAP R/3 are distributed to SAP CRM for information purposes. A quotation, created in SAP CRM and error-free, is copied to SAP CRM Mobile Sales. A quotation, created in SAP CRM Mobile Sales, is copied to SAP CRM.

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SAPCRM

7-12

Quotation and Order Management – Sales Order Sales Order: A request from the customer to the enterprise to deliver a certain amount of products at a certain time or to provide services by a certain time. Sales Order Sold-to Party:

Miller Inc., Boston

Flat screen Monitor X-100 Laser Printer Z-230

Campaign Determination (campaign-specific pricing, campaign success analysis)

Integration (exchange with mySAP ERP)

10 pc 20 pc

Del. Date 20.06.03 20.06.03

Notification (quotation)

© SAP AG 2003

Examples of special sales order functions: y Execution of credit check: CRM calls R/3 or other system where check is performed via RFC. CRM displays an overall credit status in the header, sets credit status at item level, and enters messages in the application log. If credit limit is exceeded, subsequent processing is blocked through status “credit check not ok”. y Use of payment cards: You can maintain payment card data in the Business Partner master data and then easily enter the data in the sales document. In a sales transaction relevant for payment 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 OLTP system. y Availability check options: Product availability check in SAP APO. Rules-based availability check in SAP APO. Availability check in SAP R/3. Product availability information (SAP APO or SAP R/3).

Product determination and substitution: y 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. y Delivery groups: You can ensure that certain items and/or subitems arrive at the customer at the same time by assigning them to a delivery group. For sales order items that belong to the same delivery group, the system automatically determines a common delivery date and time. y Explosion of structured products: Single level explosion of a structured product in sales transactions.

© SAP AG

SAPCRM

7-13

Contract Management Contract: Contracts are long-term agreements with customers that allow them to buy products at special conditions, such as lower prices or favorable terms of delivery Sales Contract Sold-to Party:

Miller Inc., Boston

Flat screen Monitor X-100 Laser Printer Z-230 Personal Computer PC-15

Actions (for example, follow-up activity when cancelled)

Quantity 1000 pc 1000 pc

Value/Quantity Contract (on item level)

Value 299000,-759000,-999000,--

Integration (exchange with mySAP ERP)

© SAP AG 2003

Information in contracts: y Authorized partners: Authorizes partners are parties, other than the original sold-to party, who may release products from a contract. You can: Create a list of individual authorized sold-to parties, enter one or more group hierarchies or use a combination of both y Pricing agreements: They can be defined on header or item level y Dates: y Cancellation: y Completion Rules:

Integration of contracts between R/3 and CRM: y Contracts have a long shelf-life so for customers who wish to use CRM as the leading system for contract management, it is possible to download R/3 contracts to the CRM system. - You can run an initial download to replicate all existing R/3 contracts to CRM - New or changed contracts are then downloaded automatically from R/3 to CRM - You can then display R/3 contracts and release products against them from the CRM system - Contracts are continually updated with the correct released quantities or values in both systems

© SAP AG

SAPCRM

7-14

Sales Order Scenario mySAP CRM and SAP R/3 SAP CRM

SAP R/3

Sales Sales Order Order

Sales Sales Order Status Status Successfully Successfully distributed distributed

Delivery Delivery

Completely Completely processed processed

Transportation

CRM CRM Billing Billing (optional) (optional)

Picking Picking Packing Packing Warehouse Warehouse Management Management Transportation Transportation Scheduling Scheduling & & Execution Execution

Billing Billing

© SAP AG 2003

Even transactions with errors can be saved in the CRM system and are available for further processing.

Transfer to SAP R/3 is only possible when the processing of the sales transaction is complete.

From the distribution status of the transaction in the mySAP CRM system, you can see whether the transaction is relevant for distribution and if so, whether it was successfully distributed to SAP R/3.

You can check for successful delivery into SAP R/3 by viewing the delivery status in the order in mySAP CRM.

After successful billing, the relevant billing status is set. This is, however, only supported if billing takes place via the Billing Engine in CRM - for billing in SAP R/3, you cannot see the billing status in the CRM order.

© SAP AG

SAPCRM

7-15

Incentive and Commission Management Benefits to Sales Management Alignment of individual goals with corporate strategy Increased staff productivity due to visibility of potential and actual awards

Corporate Objectives

Improved retention of talented employees Individual Goals

Benefits to Financial Management Reduction of payout errors (improving profitability) Reduced administrative cost via process automation

Ability to audit commission data Immediate visibility of cost of sales © SAP AG 2003

The CRM Incentive and Commission Management (CRM-ICM) business scenario delivers a robust incentive management application, administration interface and end-user interface. Plan administrators are able to create complex compensation plans and then administer them once implemented, enabling a corporation to rapidly adapt incentive programs to the changing demands of today’s dynamic business environment. Sales staff can easily track their current performance as well as model the potential compensation of their sales pipelines. By being able to proactively project commission amounts, sales staff can identify the sales opportunities that will ensure that both personal goals and corporate objectives are achieved.

Offers an effective tool for sales administration efficiency: y Commission can be calculated at a transaction level (a unique attribute of SAP’s solution). y Incentive calculation can process very complex calculation schemes and take into account various parameters. y Responsive to changes in company remuneration strategies as they can be reflected immediately in the Incentive and Commission Management by a simple change of the standard (or individual) agreements. y Centralizes processing of data from different operational areas as Incentive and Commission Management can centralize all data related to incentive management especially in industries with multiple and heterogeneous legacy systems. This guarantees transparency of the earned compensation, regardless of which operational area (e.g., product line) the source activity took place in. y 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.

© SAP AG

SAPCRM

7-16

Sales Analytics

Sales Planning Sales Pipeline Analysis Sales Funnel Analysis Activity Analysis Opportunity Planning and Analysis Contract Analysis Sales Quotation and Order Analysis Sales Analysis and Planning by Territory Sales Performance Analysis Billing Analysis …

© SAP AG 2003

This capability enables sales managers to quickly and easily understand the financial status and overall effectiveness of the sales organization and to obtain the data necessary to proactively address trends, measure customer retention and revenue shortfalls and assess future opportunities. Features include customer analytics, product analytics, sales analytics and interaction center analytics.

Territory Management Analysis Territory analyses enable sales managers to monitor whether targets are being achieved in different territories. Integration with SAP Strategic Enterprise Management (SEM) also enables you to incorporate planning figures and thereby plan sales territories efficiently. It adds business value because it enables you to: y Analyze product revenues and market share according to territory y Determine remuneration for sales representatives y Target customers y Optimize resource and activity planning

To complement the introduction of Territory Management in mySAP CRM, CRM Analytics in the SAP Business Warehouse has been enhanced to enable reporting along territory hierarchies. You can use the territory-relevant InfoObjects in all sales areas so that you can analyze a wide range of key sales figures according to territory, for example, sales revenue, top N opportunities or number of sales documents per territory.

© SAP AG

SAPCRM

7-17

mySAP CRM Sales: Unit Summary

You are now able to: Name the business processes within CRM Sales Describe different business objects, elements and functions within CRM Sales

© SAP AG 2003

© SAP AG

SAPCRM

7-18

Exercises Unit:

Sales

Topic: Creating Sales Transactions At the conclusion of this exercise, you will be able to: • Create different sales transactions

Since you have a chance to sell notebooks to a customer, you would like to create a sales document of type opportunity using a sales methodology. Later on you would like to convert this opportunity into a quotation.

1-1

Creating different sales transactions 1-1-1 Create an opportunity using the Sales Methodology (transaction type Sales Methodology). Enter the following data: Sales Prospect: Description: Phase: Expected Sales Volume: Closing Date:

##Turner ##Opportunity Identify Opportunity 15.000 USD 12/30/2004

Enter product HT-1010 with quantity 10. Press enter, save the opportunity and note the number. 1-1-2 Create follow-up activity using the Sales Assistant. Click on the tab strip Sales Assistant Mark and activate the action Gather Information on Customer. Save the opportunity. Click on tab strip Document Flow (you probably need to scroll to the right using the Button Page Right icon in order to see this tab strip) Note that there is a Task as a follow-up document.

© SAP AG

SAPCRM

7-19

1-2

Optional: Create a follow-up document Quotation. 1-2-1 Click the Expand icon in the opportunity header area. As a result you see more buttons. Click the Create Quotation button. Within the Value Help Selection click Quotation (Æ Order). In the item selection tab strip copy the product into the quotation. Save the quotation and note the number. Click on tab strip Document Flow (you probably need to scroll to the right using the Button Page Right icon in order to see this tab strip) Note that there is an opportunity as a preceding document.

© SAP AG

SAPCRM

7-20

Solutions Unit:

Sales

Topic: Creating Sales Transactions

1-1

Creating different sales transactions 1-1-1 Create an opportunity using the Sales Methodology. Start the Internet Explorer and enter the URL, which calls the PC UI (Start People Centric UI. You will get the logon information from your trainer.) Click the first-level tab Acquisition in of the top-level navigation bar. Click on subtab Opportunities Click on Create Click on Sales Methodology (scroll down if necessary) Enter the following data: Sales Prospect: Description: Phase: Expected Sales Volume: Closing Date:

##Turner ##Opportunity Identify Opportunity 15.000 USD 12/30/2004

Click on the Products tab strip, than on Add entry and enter the following: Product: HT-1010 Quantity: 10 Press enter, save the opportunity and note the number. 1-1-2 Create follow-up activity using the Sales Assistant. Click on the tab strip Sales Assistant Mark and activate the action Gather Information on Customer. Save the opportunity. Click on tab strip Document Flow (you probably need to scroll to the right using the Button Page Right icon in order to see this tab strip) Note that there is a Task as a follow-up document.

© SAP AG

SAPCRM

7-21

1-2

Optional: Create a follow-up document Quotation. 1-2-1 Click the Expand icon in the opportunity header area. As a result you see more buttons. Click the Create Quotation button. Within the Value Help Selection click Quotation (Æ Order). In the item selection tab strip copy the product into the quotation. Save the quotation and note the number. Click on tab strip Document Flow (you probably need to scroll to the right using the Button Page Right icon in order to see this tab strip) Note that there is an opportunity as a preceding document.

© SAP AG

SAPCRM

7-22

mySAP CRM Field Applications

Mobile Sales Mobile Service Mobile Sales for Handheld Mobile Service for Handheld

© SAP AG 2003

© SAP AG

SAPCRM

10-1

Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

© SAP AG

SAPCRM

10-2

mySAP CRM Field Applications: Unit Objectives

At the conclusion of this unit, you will be able to:

Describe the functionality of the various field applications of mySAP CRM: Mobile Sales Mobile Service Mobile Sales for Handheld and Mobile Service for Handheld

Complete a service order using mySAP CRM Mobile Service

© SAP AG 2003

© SAP AG

SAPCRM

10-3



© SAP AG 2003

Field Applications y This key capability enables you to utilize marketing, sales and service functionality in an offline environment for sales force representatives and service technicians who work in the field. To manage customer relationships successfully, companies that have employees working in the field must make sure their employees have up-to-date and complete information about the customers they visit. In turn, new information gathered from field operations must be integrated into the complete customer picture and made available to other company representatives who interact with the customer. Field Applications provides you with a full range of functionality and integration capabilities to meet these needs. y Using Field Applications, field sales representatives and service technicians are able to access and update customer relationship data on their notebooks or PDAs (Personal Digital Assistants) while they carry out work in the field. y Field Applications comprises the following applications: - Mobile Sales - Mobile Service - Mobile Sales for Handheld - Mobile Service for Handheld

© SAP AG

SAPCRM

10-4

Case Study: mySAP CRM Field Applications 44


mySAP CRM Marketing


33 55

mySAP CRM Analytics


99



mySAP CRM Service






66

77



The service technician checks the calendar on his laptop. He revises the customer data and the service order.

He completes the repair, then confirms time and material used. Additionally, the service technician may also enter appointments to inform the resource planner about his availability.

© SAP AG

SAPCRM

10-5


Field Marketing


Campaign Management

Field Sales

Sales Planning Territory and Management Forecasting


Field Service

Resource Planning and Optimization

Analytics



Activity Management

Service Order Management

Trade Promotion Management


Content Management

Quotation and Contract Order Management Management


Service Contract Management

Complaint Management

Van Stock Management

Sales Analytics

Service Analytics

Field Analytics

Service Order Management

© SAP AG 2003

The field solutions of mySAP CRM enable field representatives to interact with customers face to face, independent of time and location.

Depending on the context of use and the complexity of supported scenarios, field representatives in sales or service can use either laptop computers or – with a subset of functionality – handheld devices such as Windows Pocket PCs.

Field Sales y provides users outside the office quick and easy access to critical and prospect customer information. With offline access, field sales professionals can forecast sales accurately, analyze sales pipeline data rapidly, manage tasks effectively and target add-on and up-selling opportunities – all while collaborating with the rest of the sales force.

Field Service y enables on-site service technicians to tap into organizational knowledge that was previously not available to them. Because field service engineers have immediate access to detailed information on their customers’ installed products, they can complete service calls faster, increase their own individual productivity and better satisfy customers. mySAP CRM enables mobile field service technicians to manage and control the full life cycle of a service event – from initial service request to ordering spare parts, logging time and materials, returning materials through to billing (if applicable) – directly from their remote mobile and handheld computing devices.

© SAP AG

SAPCRM

10-6

Mobile Sales and Mobile Service Sales and service field personnel Professional users Need many sophisticated functions Work with large data volume

Require easy text input

Information Up-to-date, but not real-time

Offline option Network coverage not always available

Disconnected for long periods User-managed intelligent synchronization when necessary

Integration with back office required

mySAP CRM Mobile Sales mySAP CRM Mobile Service

© SAP AG 2003

© SAP AG

SAPCRM

10-7

Mobile Sales and Mobile Service – Benefits mySAP CRM Mobile Client Applications provide Quick identification of most important information Overview and easy access to details Backward and Forward for fast navigation Hyperlinks to related information

© SAP AG 2003

© SAP AG

SAPCRM

10-8

Mobile Sales with mySAP CRM: Overview

Reporting, Charts & Analysis

Business Partners

Contact Persons Activities and Calendar

Time & Travel Management Products Territory Management

Infocenter

Agreements (Partner Product Ranges / Contracts / Conditions) Sales Transactions

Account Planning Campaigns & Trade Promotions Opportunities

© SAP AG 2003

Field Account and Contact Management with Mobile Sales and Mobile Service y Account and Contact Management enables companies to provide a 360 degree view of customers and prospects. It helps to capture, monitor and track all critical information such as detailed profiles, full interaction history and an overview of critical relationships. Field Activity Management with Mobile Sales and Mobile Service y 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. Field Quotation and Order Management with Mobile Sales y Quotation and Order Management provides sales order management capabilities 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. Field Opportunity Management with Mobile Sales y Opportunity Management gives sales professionals a complete view into a sales opportunity by providing complete visibility into an opportunities history, milestones, progress and key decision makers. Field Campaign Management with Mobile Sales y Campaign Management allows marketing professionals to design, execute, coordinate and monitor all marketing initiatives. Companies can create targeted, personalized campaigns across all communication channels, including direct sales, call centers, mail, e-mail, Internet and mobile devices. They can also monitor enterprise-wide profitability at program, product, customer and partner levels. Field Trade Promotion Management with Mobile Sales y Trade Promotion Management (TPM) allows consumer product companies to manage the TPM process in a closed-loop, fully integrated manner. Such capabilities enable company personnel to make more intelligent decisions, develop more effective programming and monitor performance to ensure that actual performance matches objectives.

© SAP AG

SAPCRM

10-9

Mobile Service – Features Overview Connection to resource planning

Business partners

Contact persons Activities and calendars

Infocenter Confirmation of time, materials, technical confirmation

Products and services

Progress snapshot

Assignments

IBase management and individual object Service contracts

Absences and attendances Pricing

Service documents

© SAP AG 2003

Continuation Mobile Sales:

Field Territory Management with Mobile Sales y Territory Management helps companies to maintain task-related, functional organizational structure as a current organizational plan.

Mobile Service:

Field Service Order Management with Mobile Service y Service Order Management offers a complete closed-loop transaction capability to manage requests for service from initial capture or identification of the service need through assignment of personnel and materials to final billing, and collection or cost allocation to a warranty or service contract. Service Order Management with Mobile Service also includes service confirmation capabilities 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.

Field Service Contract Management y The service contract provides an overview of objects and products which are handled under contract. The contract includes defined SLA information.

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

© SAP AG

SAPCRM

10-10

mySAP CRM for Tablet PC Ease-of-use Handwriting recognition: writing, drawing and erasing like on paper Combining ink input and keyboard support for fast and easy data input and navigation Changing Screen orientation from portrait to landscape mode Speech navigation and control

© SAP AG 2003

Tablet PC is a solution from Microsoft that provides pen-based computing to notebook computers in a Windows for XP operating system environment. A Tablet PC equipped with the SAP mobile client offers an easy-to-use interface that offers sales professionals a flexible means of accessing customer data in a timely and efficient manner without the constraints of pen and paper.

By navigating and documenting in their own handwriting with a digital pen, users of the mobile client can quickly and easily edit product data, create and finalize orders, collect digital signatures and generate order confirmations from remote locations.

Business Value y Provides powerful and sophisticated functionality by replacing pen and paper in a digitized environment y Allows users to take notes, draw diagrams and store them on their PC for further use y Extends the mobile client solution by providing users with graphical and handwritten notes in an interactive environment y Enhances a user’s ability to work with customer-centric data at any time, even in an offline environment

© SAP AG

SAPCRM

10-11



© SAP AG 2003

© SAP AG

SAPCRM

10-12

Mobile Sales for Handheld and Mobile Service for Handheld Sales and service field personnel Need easy-to-handle and lightweight mobile device Need only a limited function set Need easy and quick access to a limited range of customer and product data Need easy and not extensive text input Work with small and medium data volumes

Information

Up-to-date, but not real-time

Offline option

Disconnected User-managed pull of information

Network coverage not always available Integration with back office required

mySAP CRM Mobile Sales for Handheld mySAP CRM Mobile Service for Handheld © SAP AG 2003

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SAPCRM

10-13

Mobile Sales for Handheld: Functional Overview Functions include: Account Management Sales Order Management Opportunity and Quotation Management Activity and Task Management Product and Price Information

© SAP AG 2003

Field Activity Management with Mobile Sales for Handheld y 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.

Field Quotation and Sales Order Management with Mobile Sales for Handheld y Quotation and Order Management provides sales order management capabilities 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.

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SAPCRM

10-14

Mobile Service for Handheld: Functional Overview Functions include: Account Management Service Order Management Service Complaint Management Activity and Task Management Product and Price Information

© SAP AG 2003

Field Service Order Management with Mobile Service for Handheld y Service Order Management offers a complete closed-loop transaction capability to manage requests for service from initial capture or identification of the service need through assignment of personnel and materials to final billing, and collection or cost allocation to a warranty or service contract in the backend. Service Order Management with Mobile Service for Handheld offers the capability of confirming service assignments offline directly on the mobile device.

Field Complaint Management with Mobile Service for Handheld y Complaint Management with Mobile Service for Handheld offers the ability to create complaint requests directly on the mobile device while working on customer site. Within the complaint, the service representative has the possibility of entering a product or a service the complaint refers to. In addition, he can add a complaint reason by selecting one from the code catalogs. This complaint can then trigger actions at the back end, such as a credit memo, debit memo or a substitute delivery.

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SAPCRM

10-15

mySAP CRM Field Applications: Unit Summary

You are now able to:

Describe the functionality of the various field applications of mySAP CRM: Mobile Sales Mobile Service Mobile Sales for Handheld and Mobile Service for Handheld

Complete a service order using mySAP CRM Mobile Service

© SAP AG 2003

© SAP AG

SAPCRM

10-16

mySAP CRM Service

Customer Service and Support Service Planning and Forecasting Resource Planning and Optimization Service Operations Management

© SAP AG 2003

© SAP AG

SAPCRM

9-1

Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

© SAP AG

SAPCRM

9-2

mySAP CRM Service: Unit Objectives

At the conclusion of this unit, you will be able to: Explain the business processes within mySAP CRM Service Describe different business objects, elements and functions within mySAP CRM Service

© SAP AG 2003

© SAP AG

SAPCRM

9-3

Case Study: mySAP CRM Service 44


mySAP CRM Marketing


33 55

mySAP CRM Analytics


99



mySAP CRM Service



66




77



You as a service rep create a service order. Alternatively, it may have been dispatched to you by the Interaction Center agent.

Next, you assign a service technician using the resource planner.

The service order is replicated to the laptop of the assigned service technician.

After completion of the job and the confirmation of the service order by the service technician, you as a billing clerk create a billing document.

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SAPCRM

9-4

Service: Course Overview Diagram


Campaign Management

Marketing

Marketing Planning

Sales

Sales Planning Account and Territory and Contact Management Forecasting Management

Service Analytics


Activity Management







Lead Management

Personalization


Sales Analytics



Service Analytics


Resource Planning Service Operations and Optimization Management

© SAP AG 2003

mySAP CRM Service offers a complete service solution for managing the entire service life cycle offering consolidated, operational insight enabling unparalleled service and fulfillment appropriately matched to customer revenue potential. It equips organizations with comprehensive capabilities in the areas of Enterprise Service (including service planning and service operations), Customer Service and Support; Field Service, E-Service and Service Analytics.

Enterprise Service provides organizations with the tools to plan and execute their service strategies, enabling both efficiency and profitability.

Field Service empowers service employees with the full power and knowledge of the entire enterprise. Companies are assured that the right individuals are deployed with the knowledge needed to exceed customer service expectations. Service Parts and Service Order Management ensure that field staff are able to check inventory, locate materials and place orders for specific components with precision and confidence regardless of location or time.

E-Service leverages the real-time, self-service potential of the Internet to help organizations lower costs and improve customer satisfaction 24x7x365. Customer portals offer consumers complete and controllable familiarity.Voice-recognition coupled with knowledge management extends the realtime convenience of the web to those without web access. Chat and collaborative web technologies allow instantaneous and uniform service delivery anywhere in the world.

Service Analytics enables organizations to improve profits and customer satisfaction by attaining comprehensive insight into their service organizations activities and customer behavior. Service personnel can perform operational, financial and customer analyses.

© SAP AG

SAPCRM

9-5

mySAP CRM Service Overview (1) Customer Service and Support mySAP CRM provides timely resolution to customer issues by connecting the entire service process from initial customer contact through to final resolution.

Service Within the Interaction Center Service Order and Request Management Complaints and Returns Management Knowledge Management Contracts & Entitlements

Installed Base Management Resource Planning Cross Sell and Up Sell Case Management Warranty Management Customer Service and Support Analytics

Service Planning and Forecasting Enables an organization to proactively maintain products for optimal performance and create consistent revenue streams for the service business.

Planned Services Counter Based Planning Performance Based Planning

Simulation of Service Plans Strategic Service Planning

© SAP AG 2003

Customer Service and Support (CSS) y The CSS functionality enables interaction centers to manage and fulfill commitments to customers and partners through efficient service planning and execution. CSS enables companies to resolve customer issues quickly by connecting the entire service process – from initial customer contact to final resolution and financial settlement. Key features include: y Interaction Center – for easily managing customer contacts across all communication channels y Service Order Management – for ensuring all steps in the service process are met y New in our 4.0 Release is Case Management and full Warranty Management

Service Planning and Forecasting y With the service planning capabilities of mySAP CRM, companies can establish service plans that will proactively maintain products for optimal performance and create consistent revenue streams for your service business. Additionally, the forecasting of those planned services ensures that you are properly distributing and utilizing your finite service resources in the delivery of customer commitments. Some of the features include: - Planned Services - Counter Based Planning - Simulation of service plans – or service forecasting

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SAPCRM

9-6

mySAP CRM Service Overview (2) Resource Planning and Optimization The resource planning and optimization capabilities of mySAP CRM enable resource planners to plan long-term resource strategies and optimize short-term scheduling tactics.

Resource Planning Tool Appointment Scheduling Interface to External Resource Optimization Engines

Multi-Channel Integration Qualifications for Resource Optimization

Service Operations Management Service Operations Management is the central operations control for the management of the service enterprise.

Installed Base Management Returns Processing In House Repair (Refurbishments) Spare Parts Management Resource Planning Service Manager Portal

Service Representative Portal Service Order and Request Management Contracts and Entitlements Planned Services Financial/Controlling Integration Service Operations Analytics

© SAP AG 2003

Resource Planning and Optimization y The resource planning and optimization capabilities of mySAP CRM enable resource planners to plan long-term resource strategies and optimize short-term scheduling tactics. It offers: y A Resource Planning Tool, which is a graphical tool that streamlines the process of assigning resources and monitoring activities y Multi-channel Integration – including CTI integration, paging, handheld and laptop devices y The possibility of using qualifications to optimize the resource planning process - using specific resource qualifications to ensure the proper field service rep is dispatched to a customer site.

Service Operations Management (SOP) y SOP is the operational nerve center or the central operations control for the management of the service enterprise. mySAP CRM delivers complete, robust, service management capabilities for single and multi-tiered service operations....service managers can administer service operations as cost centers or full lines of business. The flexibility of mySAP CRM enables managers to plan, execute, monitor and lower the costs of serving customers and improve customer profitability regardless of the business approach. Key features include: y Returns Processing y In house repairs – refurbishments y Resource Planning – to ensure the proper distribution of labor resources and equipment y Financial or controlling integration

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SAPCRM

9-7

Customer Service and Support – Service Contracts

Service Contract Service Level Agreements

Object List Installation Component Product

Service profile: 7 x 24 Response profile: within 4 h

Cancellation Rule based follow-up actions

Dates valid from valid until

Price Agreements 100% discount on spare parts

Billing Plan – CRM Billing 100 USD per month

Product List Services Spare Parts

CO and BW integration

© SAP AG 2003

Service contracts represent long-term agreements between companies and customers. In service contracts, customers are guaranteed specific services within tolerance limits for certain parameters, for example, within a predefined period. The assured services are represented by service products (for example, maintenance, hotline) which are defined in the individual contract items. They can be of type Value/Quantity.

On item level, Service Level Agreements (SLA) control the processing of service orders referring to the service contract. Actions are used in order to monitor SLA agreements.

The objects for which a service entitlement is valid are specified in the object list. The list can contain products, individual objects, installed bases or installed base components.

An automatic check for valid service contracts is performed during service and repair order processing.

CRM Billing is used in order to bill a service contract. A billing request is generated from contract items according to a billing plan.

SAP CO integration of service contract to SAP R/3 cost accounting object collecting revenues from contract’s billing plan and costs from service orders referring to the contract.

Service Level Compliance Analysis: y Provides the rate of completion on schedule with completion dated determined by SLA’s. y Gives an overview of delayed and on-schedule services. y It monitors the punctuality of services and enables quality analysis in service organizations.

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

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SAPCRM

9-8

Service Planning and Forecasting – Service Plan

Individual or periodic scheduling of planned services Automatic generation of follow-up documents (service orders, quotations, activities) at definable points in time Improvement and acceleration of processes Reduced workload for order entry and technical service

Service Plan generates recurring documents (quotation, service order, activity) at definable points in time uses a service strategy which is stored as master data WHEN?

WHAT?

WHERE?

Service plan

Quotation Order Activity

© SAP AG 2003

You can use the business scenario “Service Planning and Forecasting” for the advance scheduling and organization of services that reccur at specific intervals, such as maintenance or quotation creation.

Service plans help you to save costs incurred through unforeseen downtimes and to increase efficiency, for example, through improved and more comprehensible planning and more efficient scheduling of resources, such as employees or materials.

The scope of the periodic services is described in the service plan and their due dates calculated and monitored.

The simulation of service plans provides you with a list of future service orders and enables you to determine the resources (service employees, spare parts) required for each service order, and to calculate the workload for a predefined period.

A Service Plan contains y service intervals as information regarding when services are to be performed or other follow-ups are to be created automatically y technical objects y descriptions of work to be performed y scheduling data y maintainable agreements for services

The Post Processing Framework is used to create Service Orders from Service Plans.

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SAPCRM

9-9

Installed Base Management Client Server Installation xyz Application Server 01

Sold-to Party: Company 3271 Status: Operating Contact Person: John Summer Address: Chicago, 16 Marshall Rd

Motherboard RAM Hard drive 40GB

Identification: HD-98765

Unix Application Server 02

Contact Person: Pat Winter Address: Wayne, 132 Waverly Dr.

Motherboard RAM Hard drive 50GB

Identification: HD-43210

Windows NT

Installed Base Product Component

Product ...

Text Component

Text Item ...

Individual Object

Installed Base ... Individual Object ... © SAP AG 2003

Installed Base Management enables the representation of objects installed at your customer’s site (for example, devices, machines, software and so on) for which a service is offered. It can also be used for the management of objects used internally.

In business processes, an installed base can be referred to as a general unit or as an individual element (component).

The set of installed objects at the customer’s site can be used, for example: y To determine the exact object for which a problem has been reported y To determine in detail what the transaction refers to (for example, visit by field service representative, repair by a service employee) y By the technician as information about which object is affected and the parts it consists of y For documenting changes made to objects

In addition to this direct use of the installed base data in the context of individual service processes with the customer, it also represents the basis for additional evaluations, such as: y Activities covered by service contracts y Statistics

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SAPCRM

9-10

Warranties Definition of warranty master Customer warranties Vendor warranties Time based validity period Usage based validity utilizing counters Coverage terms and warranty entitlement e.g. free spare parts and labor Warranty entitlement restrictions defined by codes, e.g. invalid warranty in case of improper use or if seal was broken by customer Predefined pricing, billing and cost settlement procedures controlled by accounting indicator Flexible rules for warranty start date determination Modeled as new 'product type' Warranty

© SAP AG 2003

A warranty represents a commitment of the manufacturer, vendor or retailer to guarantee services to a customer either free-of-charge or only charged in part, over a certain period of time. In the majority of cases, the warranty relates to a technical object. This might be an object belonging to your company or to a customer.

Many business transactions, such as buying, selling and maintaining products, involve a warranty. When you purchase a new product, for instance, it is supplied with a manufacturer warranty for a certain period of time or amount of use. When you sell or lease a product, you may be legally required to supply your customer with a warranty for this product. Similarly, if you are a provider of services, you may need to provide a warranty to define the extent of the services to be provided in order to protect yourself as well as your customer.

Before you can issue warranties for individual objects, you need to define your basic conditions and requirements. These conditions and requirements may be specific to your company, your products, your customers and your customer groups, and may well differ from one country or region to another.

The Customer Service application component provides the following types of warranties: y Temporally valid warranties y Counter-dependent warranties y Warranties that are valid for periods of time and counter intervals

The warranty check can be performed automatically by the system when processing customer notifications and billing requests.

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SAPCRM

9-11

Service Order Management Create and communicate quotation

Make inquiry

Accept quotation

22

33

11 Convert quotation into service order

Bill customer, perform analyses 88 Approve confirmation, assign costs

Execute assignment, perform confirmation

44

Create and optimize assignments 55

77

66

© SAP AG 2003

The customer responds to a marketing campaign and requests a quotation for a number of products and services.

The service representative creates a quotation for the products and services requested and communicates this to the customer via phone or E-mail.

The customer accepts the quotation.

The service representative converts the quotation into a service order and releases the order.

The resource planner assigns any field service tasks to one or more of his field service representatives.

The field service representative performs the service assignment at the customer site and performs confirmation for the work done, materials used etc.

The service manager checks and approves the confirmation data and decides which costs should be billed to the customer.

The service manager triggers billing of the customer and performs analyses of the complete service order processing cycle.

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SAPCRM

9-12

Resource Planning and Forecasting

Features: Appointment Scheduling Employee Availability Employee Qualifications Resource Planning Tool

Assignments can be displayed in the respective employee service calendar(s)

Pager/E-mail/SMS/CTI Integration Assignment Processing Interface to External Scheduling Engines

Supported for Lotus Domino and Microsoft Exchange products

Field Service Support Groupware Integration

© SAP AG 2003

You use resource planning to create assignments for the items of a service order that are relevant for resource planning. You do this by using the resource planning tool to allocate service tasks to available employees. Service employees can either accept or reject the assignments.

If you work with mobile terminals (laptops or handheld devices), your employees can download their assignments onto these devices.

Resource planners can y create, change and delete service employee assignments for the performance of service tasks. When creating an assignment, they can define start and end dates either manually or by using automatic scheduling. y display and change the status of a service employee assignment. y update assignments, service tasks and availability descriptions in the resource planning tool. y display service employee data and switch to business partner maintenance to change this data. y send short messages to service employees.

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SAPCRM

9-13

Product Service Letter Management – Features Basic Functions & Master Data Reason for PSL Product Service Letter identification number Validity for

defined range of products e.g serial numbers

given period or indefinitely

Severity: Mandatory (Call-back actions) or optional

Service provider receives PSL and inform customers

OEM determines a PSL is required

Valid objects at Dealer/Service provider Tracking the completion status for the valid range of product Billing information (amount allocation)

PSL is assigned to service order for customer individual object

22 33

11

Product Service Letter Processing 77

Service order with PSL is carried out and confirmed

44

Analyze PSL Set amount allocation and bill partners

66

Change status of PSL and 55 inform OEM

© SAP AG 2003

Product service letters are documents that contain previously identified or potential defects occurring or likely to occur in a product and the instructions for the execution of services that are necessary to eliminate these defects. Product service letters are either issued by the manufacturer and distributed to the dealers or created by the dealers themselves.

Types of Product Service Letters are y Safety PSLs (Call Backs) y Commercial PSLs (Elimination of potential failure) y Support PSLs (Service bulletins)

© SAP AG

SAPCRM

9-14

Complaints and Returns Processing Sub-items Return request

COMPLAINT TRANSACTIONS: With or without reference to a product sold or a service performed Standard actions delivered: credit memo, debit memo, substitute delivery, return request

SAP R/3

Spare part delivery Complaint item

CRM Billing

Credit/debit request Cust.-spec. actions Task

Sub-items

RETURNS TRANSACTION:

Spare part delivery

With reference to a product sold Return item automatically triggers creation of return request in SAP R/3 SD

Return item

SAP R/3 CRM Billing

Credit/debit request Cust.-spec. actions Task

© SAP AG 2003

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 residing in an integrated system, for example, billing or delivery documents in SAP R/3. The selected items from the reference document are copied into the complaint/return document according to the defined copying rules. You can add information to an existing complaint document by creating a reference to one or more documents. You can also create a reference at item level. Reference objects: In complaints and returns, you can provide additional information about the product or service that is the subject of the complaint by creating a reference to objects from a header or item. You can create a reference to products, installed bases (IBases) and their components, or individual objects. Information about the relationship between a product and an IBase enables you, for example, to analyze complaints to identify problems that are dependent on the IBase in which a product is installed. Warranty check: An automatic check determines whether a warranty exists for customer-specific objects. You can use warranty information to make decisions about the subsequent actions that need to be taken. For example, you might want the system to automatically create a return item if a warranty exists. The warranty check is based on either maintained warranty conditions for the individual object/installed base component or manually maintained delivery date. Return material authorization: Each return process requires: An authorization check for returning a sold product and a unique RMA number for the return delivery. Authorization checking is supported by a warranty check and a reference to an existing CRM sales order. The unique CRM complaint/return number, which is also available in SAP R/3, supports the RMA number. Quantity check: An automatic check prevents the entry of complaints for more products or services than have actually been sold to a customer. For new complaint or return items, the system also displays the maximum quantity of a product or service that can be entered. You can define whether the user should get an error or information message when increasing the maximum quantity displayed. Prerequisite is a reference to a service order, sales order or billing document.

© SAP AG

SAPCRM

9-15

mySAP CRM Service Controlling Integration

SAP ERP FI/CO, HR

SAP APO

Inventory Postings, Controlling Accounts Receivable Human Resources

Business Warehouse Analysis and Planning Market & Customer Knowledge

Supply Chain Management ATP Checks

mySAP CRM

SAP BW

Strategic Enterprise Management Strategy & Market Planning

SAP SEM

© SAP AG 2003

You can use the integration of service processes with Controlling in mySAP Financials to transfer controlling-relevant data from the CRM System to an R/3 System and in this way, analyze the entire value flow (including costs and expenses) for services and sales orders.

You can display and evaluate costs and revenue for services, for example, for each product category or service organization

Prerequisites: You are using mySAP Financials and CRM Billing. Services are billed using CRM Billing. Costs are either updated to the profitability segment or to the internal order.

Costs are only updated for delivery-related billing. y The service confirmation updates the costs for the use of resources either to the profitability segment or to the internal order. y You can display and evaluate costs and expenses for a service, for example, for each product category or service organization.

© SAP AG

SAPCRM

9-16

mySAP CRM Billing for Service What Is Billed?

How Is Billing Performed? When Is Billing Performed?

Service Contract Item

Flat Rate According to the Contract’s Pricing Agreements

Periodically According to the Conditions of the Contract

Contract-related?

Flat Rate According to the Service and Pricing Agreements in the Order

Service Order Item Order-related?

Confirmation Item

Resource Related According to the Services Performed and Pricing Agreements in the Confirmation

After Placement of Order by Sold-To-Party (Order Entry)

After Completion of the Order and Release for Billing

After Completion of the Confirmation and Release for Billing

Release for Billing © SAP AG 2003

Customer invoices are created within the framework of Billing in mySAP CRM. Here, one or more than one billing due list item is copied into a billing document. You can either create the billing document with reference to the delivery or to the sales order. It is also possible to create billing documents with reference to contracts. You make the necessary setting in Customizing. The following describes delivery-related billing: y

You create a billing document in mySAP CRM: The item category in SAP CRM has a flag for billing in CRM, this is transferred during replication to SAP R/3. As a result of this, SAP R/3 does not execute billing after goods issue and delivery in SAP R/3, but returns delivery data (including costs for the costing-based profitability analysis) back to SAP CRM. SAP CRM collects items that have been delivered or partly delivered in the billing due list. You call up the billing due list in SAP CRM. You create a billing document by selecting the required items from the billing due list.

y

mySAP CRM changes the status of the sales order to “billed”, and reports the status change to R/3 SCE.

y

You send the invoice to the customer. You can send the invoice either electronically or in print to the customer.

y

You release the billing document for transfer to SAP R/3 Financials. The system can also transfer to SAP R/3 Financials automatically. The system posts the accounting document in SAP R/3. The billing document and the actual revenue are posted in SAP R/3 Financials and in SAP R/3 Controlling. Costs and revenues are matched in the profitability analysis in the contribution margin scheme. Revenue and turnover are transferred for analysis to SAP BW.

© SAP AG

SAPCRM

9-17

Customer Service and Support – Case Management

1

Process case

Create case

Create case hierarchy 3

2

Case Management

4

Create service confirmation

7 Perform analysis of case 6 Perform billing

5 Close case

© SAP AG 2003

With Case management, service representatives don’t need to search multiple data sources to determine the status of ongoing cases. mySAP CRM enables service personnel to consolidate and manage related information on an ongoing basis in the form of a case, which is a collection of service orders, sales orders, complaints, documents, customers and partners, and activities, all of which have a common relationship. Service organizations have single points of access to diverse customer information from multiple sources, while service representatives have easy access to the status of cases over time. This slide depicts the steps in a typical case management scenario. y

Case Creation

y

Process the case

y

Create a case hierarchy

y

Create a service confirmation

y

Close the case

y

Perform the necessary billing

y

Analysis of the case

Note: Case Management is only available in the Interaction Center WebClient and the PeopleCentric User Interface.

© SAP AG

SAPCRM

9-18

Service Analytics

Strategic Service Planning Service Quality Analysis Service Contract Analysis Service Order Analysis Service Warranty Analysis Service Profitability Analysis Service Performance Analysis … © SAP AG 2003

With analytics, service organizations can coordinate operational performance, plans and predictive intelligence to optimize operations. Service managers can use organizational resources efficiently and effectively, ensuring that they obtain the best return on investment in terms of human resources, technology, products and services. Features include customer analytics, product analytics, service analytics and interaction center analytics.

Service analytics enable your company to strategically implement knowledge about customers and service processes at every level; from top management to employees who have direct customer contact. SAP now provides an enhanced analytical framework that allows you to intelligently manage product information and provides you with greater transparency regarding customer interactions and your customers’ installed bases (IBases). Integration of service analytics into the SAP Enterprise Portal provides service managers and representatives with fast access to the analyses they require, according to their role.

IBase Analyses Analyses of IBase data enable you to achieve greater transparency regarding the quality of particular IBases or IBase products and the profitability of services provided for these. By using analyses to monitor customer IBases you can recognize and react to critical situations quickly and are able to ensure that you continually provide the optimum level of service.

© SAP AG

SAPCRM

9-19

mySAP CRM Service: Unit Summary

You are now able to: Explain the business processes within mySAP CRM Service Describe different business objects, elements and functions within mySAP CRM Service

© SAP AG 2003

© SAP AG

SAPCRM

9-20

Exercises Unit:

Service

Topic: Processing a service order At the conclusion of this exercise, you will be able to: • Create a service order • Assign an employee (resource planning) • Create a confirmation • Create a billing document A customer has technical problems with a couple of notebooks. Neither searching the solution database nor the Interaction Center agent was able to help the customer. Hence a service representative has to visit the customer on site in order to check the notebooks.

1-1

A customer has a problem with a product that he bought. A service technician needs to take care of this. A service order is the starting point for service activities. 1-1-1 Create a service order within the PC UI. In the Value Help Selection window choose entry Service Process Enter the following data: Sold-to-party: Description: ENTER.

##Turner ##Service Order

Click on the Reference Objects tab strip and add an entry: Main Object:

Main Reference Object

Product ID:

HT-1010

Click on the Products tab strip and add an entry: Product: Quantity (UoM)

SRV1_4 2 (AU)

Save and note the order number.

© SAP AG

SAPCRM

9-21

1-1-2 Assign an employee from a corresponding Service Technician Group. Logon to the CRM system using SAPGUI. Go to the Resource Planning tool via SAP Menu Æ Service Æ Resource Management Æ Resource Planning Æ Start Resource Planning Tool If necessary use the locator to display Service Team US Service Employee Group1. Note that there is at least one entry in the list containing your order number. Also note that the service order wasn’t assigned yet. Highlight your order by clicking the button in front of the entry. Click on the Create Assignment button and choose an appropriate Start and End date/time and assign Service Rep Lou Windham. Change Assignment Status from Released to Informed by changing the details of this assignment (right mouse click on assignment). Optional: You could now take a look at the service order item details (tab strip Assignment). Here you see the result of you resource planning: Lou Windham was assigned and the dates were determined. 1-1-3 Confirm service performed at the customer site. Open the service order created in 1-1-1 within the PC UI. Create the confirmation. Transfer the item from the service order into the service confirmation using the copy button. Set the status of the service confirmation to Completed Save the confirmation and note the number. Note: You may look up your confirmation via the tab “Field Service”, subtab “Confirmations”. 1-1-4 Optional: Create a billing document for the service confirmation created in the exercise above. Go to Billing, subtab Billing Due List. Enter the confirmation document number from 1-1-3 for “Get: Document” and hit ENTER or press button “Go” Press the button “Individual Billing Doc”. What is the result of running the billing process? Will the order be sent to the customer or will it be charged to an internal order? Where can you look up the document and eventually also cancel it? What is the billing type?

© SAP AG

SAPCRM

9-22

Solutions Unit:

Service

Topic: Processing a service order

1-1

A customer has a problem with a product that he bought. A service technician needs to take care of this. A service order is the starting point for service activities. 1-1-1 Create a service order within the PC UI. Click the first-level tab Service & Support in of the top-level navigation bar. Click on subtab Orders Click on button Create In the Value Help Selection window choose entry Service Order Enter the following data: Sold-to-party: Description: ENTER.

##Turner ##Service Order

Click on the Reference Objects tab strip and add an entry: Main Object:

Main Reference Object

Product ID:

HT-1010

Click on the Add entry button within the products tab. Enter the following data: Product: Quantity (UoM)

SRV1_4 2 (AU)

Confirm data with ENTER and save the service order using button Save and note the order number. 1-1-2 Assign an employee from a corresponding Service Technician Group. Logon to the CRM system using SAPGUI. Go to the Resource Planning tool via SAP Menu Æ Service Æ Resource Management Æ Resource Planning Æ Start Resource Planning Tool If necessary use the locator to display Service Team US Service Employee Group1. Note that there is at least one entry in the list containing your order number. Also note that the service order wasn’t assigned yet. Highlight your order by clicking the button in front of the entry. Click on the Create Assignment button and choose an appropriate Start and End date/time and assign Service Rep Lou Windham. © SAP AG

SAPCRM

9-23

Change Assignment Status from Released to Informed by changing the details of this assignment (right mouse click on assignment). Optional: You could now take a look at the service order item details (tab strip Assignment). Here you see the result of you resource planning: Lou Windham was assigned and the dates were determined. 1-1-3 Confirm service performed at the customer site. Open the service order created in 1-1-1 within the PC UI. Click the first-level tab Service & Support in of the top-level navigation bar. Click on subtab Orders Find your service order using the extended search. Click on the expand icon in order to display more button. Click on button Create Confirmation. Transfer the item from the service order into the service confirmation using the copy button. Set the status of the service confirmation to Completed Save the confirmation and note the number. Note: You may look up your confirmation via the tab “Field Service”, subtab “Confirmations”. 1-1-4 Optional: Create a billing document for the service confirmation created in the exercise above. Go to Billing, subtab Billing Due List. Enter the confirmation document number from 1-1-3 for “Get: Document” and hit ENTER or press button “Go” Press the button “Individual Billing Doc”. What is the result of running the billing process? Will the order be sent to the customer or will it be charged to an internal order? The Billing status changes to green and you receive the info “Billing document saved”. You may access the “Status” tab, whre it says that a “Customer Billing Doc” had been created. Where can you look up the document and eventually also cancel it? You may look up the billing document via tab Billing, subtab Billing Documents. Enter the customer’s name “##Smith” in the Advanced Search field “Payer” and press the “Go” button. Go to the most recent billing document for “##Smith”. Using the button “Cancel” you may create a cancellation document and your confirmation will be called again in the billing due list in order to create a new billing document. What is the billing type? Toggle the view for the document header, the billing type is “Invoice Service Transaction”.

© SAP AG

SAPCRM

9-24

mySAP CRM for Industries

mySAP CRM is ready for Industries Overview of selected mySAP CRM solutions for Industries: Leasing Trade Promotion Management Pharmaceuticals Automotive Professional Services Public Sector Utilities Media © SAP AG 2003

© SAP AG

SAPCRM

11-1

Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

© SAP AG

SAPCRM

11-2

mySAP CRM for Industries: Unit Objectives

At the conclusion of this unit, you will be able to: Describe the combination of mySAP CRM generic functionalities and industry-specific functionalities Name the main industries for which mySAP CRM delivers a ready-made solution

© SAP AG 2003

© SAP AG

SAPCRM

11-3

Industry-Specific CRM with mySAP CRM

mySAP CRM Is Industry-Ready

It provides deep, customer-centric business processes specifically geared towards individual industries

Customers view the world through their own industry perspective Industry-specific capabilities reduce the time and cost of implementation Unique capabilities focused on customer-centric processes as opposed to “customer interactions”


© SAP AG 2003

A CRM solution that is “industry-specific” delivers built in, pre-baked functionality capable of directly addressing core business process and core challenges within specific industry areas.

A good example of this is Trade Promotions Management for the Consumer Products industry.

mySAP CRM already comes with many functional capabilities, out-of-the-box, that can be applied to solve specific industry CRM problems – such as Leasing & Asset Management (provided to Pitney Bowles).

These industry-specific capabilities package SAP’s 30 years of industry knowledge and enable mySAP CRM to reduce implementation time and cost and focus on true customer-centric business processes versus transactions.

Many vendors claim to have industry-specific strategies but their approaches fall short. It is by no means sufficient to supply just front-office-oriented industry add-ons on top of rather rigid core CRM applications. Complete end-to-end process support must be adapted specifically to suit the industry business environment our customers.

© SAP AG

SAPCRM

11-4

Expanding Industry Footprint with mySAP CRM 4.0 Manufacturing Industries

Service Industries Professional Services (Service Providers)

Customer and Vehicle Relationship Management

Intellectual Property Management, Campaign Management for Advertising and Subscriptions

(Automotive)


(Media)

Sales Management for Commercial & Industrial Customers

(Consumer Products)

Channel Sales Management (High Tech)

(Utilities)

Value Based Detailing, Contracts and Chargeback

Case Management (Public Sector, Financial Services, Telco)

(Pharmaceuticals)

Sales against Contracts (Oil & Gas)

Asset Services Portal (Industrial Machinery & Components)

Lean Batch Management


Constituent Services (Public Sector)

Contract Sales in Dealer Portal (Telco)

Leasing Customer oriented Banking and Insuring

(Process Industries)

...

... © SAP AG 2003

Pharmaceuticals companies can manage processes around their customers – pharmacies, doctors, hospitals, as well as other institutions, in a very specific market environment.

Companies in the Media and entertainment industry are challenged by managing their intellectual property. SAP CRM 4.0 offers market-leading functionality for the creation and acquisition of intellectual property, development of new media products, sales of rights and licenses and management of royalty payments.

For companies dealing with Leasing offerings, the leasing contract is at the heart of the customer interaction. SAP CRM 4.0 includes comprehensive functionality for supporting the whole leasing process by leveraging the very flexible business transaction for the contract accordingly.

Across the industries mentioned and in many others, such as Utilities, Telecommunications, Banking, Insurance, Engineering & Construction, Oil & Gas, Chemicals and Mill Products, SAP CRM 4.0 adds functionality that goes beyond traditional CRM offerings from other vendors by bridging the chasm between back and front office applications – and in so doing addresses the real needs of today’s businesses across all industries, industry sizes and regions. SAP CRM 4.0 is setting new standards for industry-specific CRM and is pushing the evolution of CRM to another level.

© SAP AG

SAPCRM

11-5

mySAP CRM for Leasing: Contract Management Contract end

Business Partner

Object

Customer Financial offer

Contract changes Life Cycle

Classification

Financing product Financial contract

Accounting

Asset Accounting

Payables Life-Cycle General Ledger

Billing

Revenue recognition

© SAP AG 2003

Leasing and Asset Management (LAM) provides a complete end-to-end solution for all companies that lease out mobile assets. It supports all steps in the financing contract life cycle from a financing opportunity for a lease or a loan to an offer going over to mid-lease changes and resulting in end-oflease options. The solution also addresses all expected international requirements, including multilanguage and multi-currency capabilities, parallel valuation according to multiple international accounting standards, and local accounting rules.

Leasing and Asset Management adds business value because it: y Offers flexible financing contract management including powerful financial mathematic calculation y Supports multibook accounting according to multiple accounting rules in parallel, including support for group consolidation y Provides seamless integration between all front end processes in the contract management and the related back office y Integrates lease and asset management into a customer relationship management system y Is built on an open architecture that allows integration with external services, such as credit check agencies y Offers huge flexibility by rule-based engines that control the business process flow

© SAP AG

SAPCRM

11-6

mySAP CRM for Consumer Goods Industry: Trade Promotion Management Retail

Consumer

CP-INDUSTRY

Headquarter: Strategic sales and promotion planning

Marketing Activities Consumer Activities Trade Promotions

Consumer Promotions Media Campaigns PRE-

Trade Marketing Manager and Brand Manager

PreTrade Marketing Manager, Brand Manager and Account Manager

Evaluation and analysis

Field planning Trade Marketing Manager and Account Manager

POST-

Customer and Field Sales Rep

Retail execution and validation Account Manager and Customer

Customer sell-in and negotiation

© SAP AG 2003

With this business scenario you can schedule, plan and coordinate defined marketing activities in cooperation with retailers to achieve a corporation-wide marketing and sales strategy. This leads to increased profitability of all marketing activities which are agreed between you and your clients. As well as increasing brand capital, name recognition and market share, this business scenario enables you to increase sales volume and place new products on the market.

Consumer product manufacturers are spending an increasingly large proportion of their marketing budget on Trade Promotions. For this reason, marketing, sales and purchasing departments are closely integrated in the marketing process. You can carry out evaluations of current and future plans based on data from your company or from external sources.

© SAP AG

SAPCRM

11-7

mySAP CRM for Pharmaceuticals 1 9

2 Marketing and Sales Analytics

Incentives and Fees

Segmentation

Marketing

Performance Analytics & Territory Alignment

8

Rebate

7

6

Contracts and Chargeback

3

Sales Pharmaceuticals Pharmaceuticals Channel Management Relationship Relationship Management Management Management

Chargeback

© SAP AG 2003

Insert picture

Contract Management

Sales Operations

Detailing of Physicians

Sales (Pricing) Agreement

4

Sales strategy

5

Value-Based Detailing

Value-based detailing is a key business scenario throughout all stages of drug commercialization from pre-launch and launch through on-going post-launch. y An effective field organization needs sophisticated analytical capabilities, combining external sales/prescription data and detailed account profiles to enhance customer segmentation and targeting. Once a sales and product strategy has been defined it can be executed with personalized interactions using multi-channel communications. The solution for Value-Detailing consists of Marketing and Sales Planning, Territory Management, Activity Planning and Execution, Sample Management and Pharmaceuticals Analytics.

The Business Scenario Contracts and Chargeback covers the main business processes of a Pharmaceutical or Medical Supplies Manufacturer (Brand Owner) for Contract and Chargeback Claims Management. y Contracting organizations like group purchasing organizations (GPOs), Pharmaceuticals Benefit Managers (PBM), and Managed Care Organizations negotiate pricing for certain products on behalf of their members (outlets like pharmacies, hospitals, LTCs). This results in Chargeback Claims that occur when the wholesaler sells the product at the contract price, which is typically below the Wholesale Acquisition Cost (WAC). The claims are thoroughly validated by the manufacturer before they are released and paid. Contract Management enables negotiation with contracting organizations and supports member eligibility management and automated bid award notification.

© SAP AG

SAPCRM

11-8

mySAP CRM for Automotive: Customer & Vehicle Relationship Management Customer Life Cycle

Driver Owner

Main Dealer

Household

Last Service Dealer

Loaner CIC-Agent

Deputy

Customer

Customer/Vehicle

Customer/Partner

Vehicle lifecycle

Insurance

Partner lifecycle

Urgency Workshop

Relative

Prospect

Brand Configuration Partner/Vehicle

History

Vehicle

Partner

Identifiers ....

Relationships are time-dependent and have an influence on authorizations © SAP AG 2003

Channel Management offers a special solution for the Automotive industry, namely Customer & Vehicle Relationship Management.

The dealer portal integrates internal and external content. Standard automotive functionalities such as vehicle locating and ordering, spare parts and warranty are available with the December shipment. External content like leasing / financing, insurance services, used car estimation systems could be integrated as well.

The dealer portal handles specific employee roles at the dealership, for example sales manager and sales representatives or service advisor and warranty claims processor.

The sales process is supported by the following steps: vehicle configuration / pricing, vehicle search, real-time positioning, determination of the remaining value of the used car to trade-in, customer credit check, as well as financial, insurance and registration services.

The service process is supported by the following steps: supporting the life cycle of the customer after the car has been bought, managing maintenance and repair processes, carrying out a spare parts search and ordering in a web based catalog, automatic warranty claim processing based on rules Æ dealer portal keeps the service manager informed about the current status of the claim.

The dealer portal has a flexible and open design. This means that it is possible to host it at the importer’s or dealer’s site, or the dealer can even be connected straight to the manufacturer’s systems which, of course, do not have to be SAP systems.

© SAP AG

SAPCRM

11-9

mySAP CRM for Professional Services Contact mgmt/ client info Milestones

Project management

Bill Opportunity mgmt

Project monitoring and control Confirmation Refine project planning

High-level project planning

Time and expenses Cost calculation Proposals Project execution

Soft booking

Capacity check

Contracts Resource reallocation

Refine project planning

Budgeting Define accounting rules

Hard booking

Project Resource Planning © SAP AG 2003

Professional Services covers the entire cross-industry professional services business process, from lead generation, opportunity management, project management and project resource planning, through to the follow-up processes in engagement management, such as invoice creation and analysis.

Features include: y Early and correct identification and qualification of sales prospects and insight into the pipeline of future projects using Opportunity Management. y Standardized planning of consulting projects and improved efficiency in project implementation through central, Web-based access to all project information using Project Management. y Increased profitability and customer satisfaction through assignment of the most suitable and best qualified consultant to the project and improved utilization of resources using Project Resource Planning. y Shorter time-to-revenue, improved planning and budgeting, integrated billing, offline time and expenses recording and automation of manual processes using Engagement Management.

© SAP AG

SAPCRM

11-10

mySAP CRM for Public Sector: E-Government Phone

SAP CRM

Public Sector

Face-to-Face

Accounting

Internet Portal

Contact

Process

Mail

Fax

Multi-Channel Analytical CRM Security Integrated master data Case Management Knowledge Management © SAP AG 2003

mySAP CRM for Public Sector is an advanced e-government solution that provides a uniform view of each individual constituent. You can see how information and constituent services are configured and then modified to suit the requirements of each specific target group. The following documentation describes how constituents can use a service through the Internet, a call center or by taking up direct contact. It also demonstrates how you can process complex services effectively in the system.

The Business Scenario Case Management for Public Sector enables you to manage processing steps of a complex, multi-level service consolidated into one case. This means that a case is the collection of business transactions, involved business partners, (open and closed) activities, electronic documents and processor notes that accumulate during the process of a case. The entire process flow of a case is documented after all processing steps have been closed. Typical examples of cases in the Public Sector are social services, the processing of government tax audits and so on. The functions for electronic case processing are an integral part of the e-Government solution for SAP for Public Sector.

The functions of the Business Scenario Constituent Services for Public Sector cover a subarea of the e-Government solution for SAP for Public Sector. The functions support a transparent and effective data exchange of management processes between constituents and local authorities for several communication channels (Internet, e-mail, telephone and so on). Web-based constituent services are especially suitable for simple services, such as requesting parking permits, changing address, creating a business and so on. The possibility of a digital signature is leading the way towards “paperless” processing of requests.

© SAP AG

SAPCRM

11-11

mySAP CRM for Utilities: Sales Management for Commercial & Industrial Customers MasterAgreementCross ContractB illing

Conditions Opportunity / Angebot

A1

Opportunity / Angebot

Enthält keine Obje ktdaten, jedoch das Summenexcelchart

Conditions

A2

Master Agreement

Enthält keine Obje ktdaten, jedoch das - enthält z.B Konditionen für Summenexcelchart anzulegende Vertragspositionen

Hauptposition

Hauptposition

A3 Anschlusso bjekt 2

Anschlusso bjekt 2 Settyp1

Zählpun kt 2

A4

A5

Settyp1 Zählpunkt 2

Settypn Verbrauchsobjekt1

Unterposition 1..n

CRM – Opp ./Angebot 1

Verbrauchsobjekt2

Settypn Verbrauchsobjekt1

Unterposition 1..n

Verbrauchsobjekt2

CRM – Opp ./Angebot 2

© SAP AG 2002,Ind ustry Sol ution Selling Template , T.M ezg er73

Create customer

Allocate to customer-group hierarchy

Create master agreement for cluster and chain customers

Create opportunity, including technical objects

SAP EDM system Ext. EDM system XML interface Determine distributor and grid usage charges

Analyze profitability

Integrate consumers / load profiles

Send / create contract

Calculate quotation

Transfer complete data model to SAP IS-U (master data, prices, …)

© SAP AG 2003

The Business Scenario Key Account Management for Commercial and Industrial Customers is one of the solutions mySAP CRM provides for the Utilities industry. y The process is divided into various phases that are partially covered by generic mySAP CRM (such as lead, opportunities and activities), as well as an industry-specific element that provides for the creation of quotations and enrollment for non-residential customers. y You create the customer(s) for the quotation prospect. If it is a chain or clustered customer, you can illustrated the customer group hierarchy. For those customers, you would also create an outline contract, since the group normally has specific conditions. This element comprises distributor determination and mapping of grid products, which in turn form the grid usage charges. Technical data for the various locations for service provision can also be entered. This data includes the connection object, premise and point of delivery, as well as additional premise-related data such as the voltage level, meter category and so on. y You would create an opportunity in the system in order to monitor your results and to do forecasting. y In addition, each point of delivery can be linked with any number of consumption profiles, such as load profiles from an Energy Data Management (EDM) system. These consumption values are used in the quotation process in order to calculate the quotation prices. For calculation purposes, you define the net operators and determine the access fees. This calculation is performed in mySAP CRM either by using the Internet Pricing and Configurator (IPC) or an integrated Microsoft (MS) Excel solution. Furthermore, an interface to external calculation tools is offered. y After having done the calculation, you conduct profitability analysis and might send out the contract if it is profitable for you. y The data is replicated when the customer accepts the quotation and the quotation items are converted into utility contracts. After replication, the contracts exist in both mySAP CRM and ISU.

© SAP AG

SAPCRM

11-12

mySAP CRM for Media: Intellectual Property Management (IPM) Content Mgmt Sys

Intellectual Properties

mySAP CRM

Product Development

Media Company

e ns ce Li

• IP (Rights) • License • Service

Product Sale IP Rights

e ns ce i L le S a g ht s

- Categories - Term - Runs

Business Partner

s ct ra t n C o B P I PR

Rights Inventory

/ IP §1 ... §2 §3

n: io sit e u q c Ac ervi ts -S igh se -R icen -L

Rights Holder

Statement Royalties Outgoing IP Right 1 Royalties

in created acquired licensed

IP ID1; IP Name; Content link Contract ID; IP Rights ÆTerritory, Format, ÆTerm ÆOptions, Blocks IP ID n: ….

IP Right2 Service IP Right 1 IP Right2 Service

© SAP AG 2003

IP

out sold blocked licensed

Royalty Calculation

my SAP Financials, Billing Engine, BI, HR

s rie s go un te - R a - C erm -T

Ri

Business Partner

Licensee

A/R Invoice Product 1

Incoming Royalties

Product2

Actual Data (Distributors, 3rd Party)

License 1 Product 1 IP Right 1 Product2 License 1 IP Right 1

Contract Management y IPM supports management of contracts and relationships with business partners, such as licensors, licensees, actors and writers. Contract management capabilities can be used to create and maintain contracts of all types (service sales, product sales and rights/license deals) for both the licensor and licensee of intellectual property rights. IPM facilitates flexible management of different types of Intellectual Property and related rights.

Utilization Repository – Rights Inventory y The utilization repository provides features for managing the rights inventory and displays an overview of information on Intellectual Property rights, such as status, availability and restrictions. The system keeps records of rights that enter or leave your inventory (for example, when acquired, licensed to third parties or sold), and can identify which rights are fully available.

Rights, License and Product Sale y IPM is integrated with mySAP CRM to incorporate the powerful functionality of mySAP CRM for Intellectual Property sales. It supports the entire life cycle of rights, licenses and products – from marketing, to sales, to value-added services. It also coordinates customer-facing activities, including those carried out on the phone, via the Internet or in person.

Royalty Accounting y IPM manages essential royalty accounting processes. This includes generation of invoices, receipt of payments from customers, entry of information in the accounts receivable system and payment of royalties to rights holders. The system calculates the share of royalties due using flexible, ruledriven procedures. Payments are made to rights holders after factoring in advances, prepayments or bad debts. Royalty statements can be generated automatically at regular intervals or triggered by events.

© SAP AG

SAPCRM

11-13

Preconfigured Roles within the Industries

Î

Apparel and Footwear (AFS) Reseller (Apparel and Footwear)

Î

Automotive Dealer Manager (Automotive)

Î

Consumer Products Account Manager (included in Business Package for SAP CRM 4.0) Brand Manager (included in Business Package for SAP CRM 4.0) Trade Marketing Manager (included in Business Package for SAP CRM 4.0)

Î

High Tech Partner Employee (High Tech) Channel Manager (High Tech)

© SAP AG 2003

© SAP AG

SAPCRM

11-14


Î

Industrial Machinery & Components (IM&C) Operator

Î

Leasing and Asset Management Manager (Leasing) Accountant (Leasing) Equipment Manager (Leasing) Leasing Administrator

Î

Media Rights Manager

Î

Pharmaceuticals Sales Representative (Pharmaceuticals) Chargeback Analyst

© SAP AG 2003

© SAP AG

SAPCRM

11-15


Î

Professional Services Services Director (Professional Services) Project Manager (Professional Services) Consultant (Professional Services) Resource Manager (Professional Services)

Î

Retail Store Manager

Î

Telecommunications Telco Dealer

Î

Utilities Key Account Manager (Utilities)

© SAP AG 2003

© SAP AG

SAPCRM

11-16

mySAP CRM for Industries: Unit Summary

You are now able to: Describe the combination of mySAP CRM generic functionalities and industry-specific functionalities Name the main industries for which mySAP CRM delivers a ready-made solution

© SAP AG 2003

© SAP AG

SAPCRM

11-17

mySAP CRM Implementation & Operation

SAP Solution Manager Customizing mySAP CRM

© SAP AG 2003

© SAP AG

SAPCRM

12-1

Course Agenda

Units: 1.


5.


2.


6.

3.

mySAP CRM Analytics


4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.


9.

mySAP CRM Service


© SAP AG 2003

© SAP AG

SAPCRM

12-2

Implementation & Operation: Unit Objectives

At the conclusion of this unit, you will be able to: Describe how SAP Solution Manager helps you in your mySAP CRM implementation project and your system administration operational work Perform the Customizing of a business transaction in mySAP CRM

© SAP AG 2003

© SAP AG

SAPCRM

12-3

SAP Solution Manager 44


mySAP CRM Marketing


33 55

mySAP CRM Analytics



mySAP mySAP CRM 10 10 Service technician CRM Implementation & Operation: 66 provides solution Solution to customer


Customer calls,

SAP Solution Manager IC agent creates 99

mySAP CRM Service

88



complaint mySAP CRM Sales


Channel manager creates lead, partner creates order

77



You as a member of the project team which is going to implement the choosen mySAP CRM solution will use SAP Solution Manager for the blueprint, configuration and testing phase. During the implementation and after the go-live system administrators will use SAP Solution Manager for system monitoring and SAP services. Your task is to customize an mySAP CRM business transaction according to your company needs. Therefore you will access the Implementation Guide (IMG) in order to configure a transaction type.

© SAP AG

SAPCRM

12-4

Challenges of Sophisticated System Environments Different locations Different countries Different languages Different time zones Central vs. distributed Global Planning

Global operations

Different applications Different technologies Different vendors Point-to-point integration Custom-made solutions

Heterogeneous solutions

C o r e B u s in e s s P r o c e s s a n d S o lu tio n L a n d s c a p e T T yy pp iicc aa ll S S yy ss tt ee m m LL aa nn dd ss cc aa pp ee tt oo bb ee IIm m pp llee m m ee nn tt ee dd S u p p ly C h a in M anagem ent

Business processes

C o n fig u r e V e h ic le Loads

W a reh o u s e M anagem ent S y s te m s

S A P R /3 S to c k T ra n s fe r O rd e r

C u s to m e r S y s te m

C RM P r ic in g C o n d itio n s P r o m o tio n

1 4 0 d iffe re n t in te rfa c e s

R e p le n is h m e n t

S a le s O rd er

D e liv e r y N o te

P la n R e p le n is h m e n t

S h ip m e n t S h ip m e n t

A C S IS B arco d e R eader in n s m a ll w a re h o u s e s

G oods Is s u e

T ra n s p o rt P la n n in g S y s te m C a r r ie r S e le c tio n U p d a te S h ip m e n t S ta tu s

S a le s O rd e r R equest to c h a n g e S a le s O r d e r a n y tim e

C o n d itio n s

C a r r ie r S y s te m R equest

A c c e p t? N o / Yes

A p p o in tm e n t

S c h e d u le

In tr a n s it

In v o ic e

R e c e iv e O rd e r In v o ic e

Web Enabling Global Planning ATP

New Technologies © SAP AG 2003

© SAP AG

SAPCRM

12-5

SAP Solution Manager SAP Solution Manager – a Customer Platform for Implementation and Operation of mySAP Business Suite SAP SAP Solution Solution Manager Manager

Implementation

Services Services for for Operations Operations

Functional Functional Implementation Implementation Technical Technical Implementation Implementation Implementation Implementation of of Operations Operations

Operations

Providing tools, content, procedures and services to implement and operate

Solution Solution Monitoring Monitoring Support Support Desk Desk

your mySAP Business Suite solution

© SAP AG 2003

SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It is a platform which supports the business solution life cycle, from the Business Blueprint through to configuration to production operation. SAP Solution Manager offers central access to preconfigured content, tools and methodology that you can use during the evaluation and implementation of your systems. For implementation, these include: Contents for evaluating and implementing business solutions predefined by SAP The ASAP methodology for the implementation of business solutions Tried and tested 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 and run your own solution support.

© SAP AG

SAPCRM

12-6

Why "SAP Solution Manager"? Necessity to Support Distributed Systems Support delivery platform to enable SAP to deliver optimal standardized services and support for distributed systems

Lowering the Total Cost of Ownership Service and tool platform to optimize implementation, go-live and operation of your SAP Solutions, for example by speeding up your return on investment

Tailor-Made Solution Use those functions within SAP Solution Manager which are most applicable for your solution

© SAP AG 2003

SAP Solution Manager is the customer platform for efficient implementation and operation of SAP solutions Onsite platform to support key implementation actitivities Including key ASAP concepts Enhanced concepts to encompass the specifics of SAP solutions implementation Integrated platform to support implementation and operations of SAP solutions

© SAP AG

SAPCRM

12-7

SAP Solution Manager as a Central Platform Customer's System Landscape 4.5B 4.5B 4.5B 4.5B 3.1I 3.1I

CRM CRM

SCM SCM

3.1I 3.1I

SCM SCM

4.5B 4.5B

CRM CRM

Legacy Legacy

Legacy Legacy CUS CUS

CUS CUS

CRM CRM

3.1I 3.1I 4.6C 4.6C

SCM SCM

Legacy Legacy

4.6C 4.6C

DEV

Pr o

ce co ssnf ori ig en ua te ti o d n

g rin ito ry n Mo elive Integrated Testing ion e D t ng lu ic dli So erv an S H e ag ss e M

QAS

CUS CUS

4.6C 4.6C

PRD Solution Landscape

SAP Solution Manager © SAP AG 2003

With this infrastructure at the customer’s site we have the following advantages: SAP Solution Manager collects data from all connected systems, thereby helping you to access all necessary information on the connected 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 customer’s entire solution.

© SAP AG

SAPCRM

12-8

SAP Solution Manager – Use in Implementation SAP Solution Manager in Implementation Project phase

Project Preparation Project definition

Project activities

Business Blueprint

Realization

Customizing Define Business synchronization Blueprint

Define system landscape

Final preparation

Go Live & Support

End user Training and documentation

Configuration

Developments

Data transfer

Authorization Testing

Cross functions

Focus of tool support

Project Administration Issue Tracking / Status Monitoring / Reporting Roadmaps

© SAP AG 2003

SAP Solution Manager supports you in all phases of the evaluation and implementation. You can perform the following activities in an evaluation and implementation project with SAP Solution Manager: 1. Project Preparation: The Roadmaps contain information and procedures for all phases of your implementation project. Your work with SAP Solution Manager really begins after the evaluation phase. The first step is to define your project in SAP Solution Manager.You enter administrative data in the Project Administration transaction, for example details of project dates and resources. You set the project scope and you define the system landscape you require for the implementation of your solution during the project preparation phase. 2. Business Blueprint: You define a Business Blueprint by documenting the organizational units, master data, business scenarios and business processes you require for the implementation of 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. 3. 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 perform a consistency check for the Customizing of your business processes. In other words, you check whether the Customizing is the same in the various application components. You synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the test cases selected during configuration. It is possible to carry out project analysis at any point during your project to obtain information on project status and on progress made in testing or configuration. 4., 5. Final Preparation, Go Live & Support: 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 and Central System Administration tasks.

© SAP AG

SAPCRM

12-9

Roadmap in Detail

Graphical entry into and status overview about your project

Phase-driven approach for Phase Phase-driven functional and technical implementation and ongoing operation activities

Links to accelerators for your project phase

© SAP AG 2003

The Roadmaps are part of SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a mySAP.com implementation. The Roadmaps provide links to accelerators and tools which 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.

© SAP AG

SAPCRM

12-10

CRM Content Supports Implementation


Component Views

Configuration Guides

© SAP AG 2003

SAP CRM 4.0 Business Scenarios are designed to help customers to reduce costs, increase revenue and increase customer satisfaction. They support nested Business Processes in Sales, Service and Marketing across various interaction channels. With the current release of mySAP CRM, SAP Solution Manager provides preconfigured CRM content in the form of 280 prepackaged business processes with great emphasis on the requirements of 23 industries. More than 90 pre-packaged Business Scenarios with 130 variants are offered in all key capabilities of the mySAP CRM Solution portfolio: Marketing, Sales, Service, Analytics, Field Applications, Interaction Center, E-Commerce and Channel Management. Presently, 15 Business Scenarios are specifically designed for ten different industries, and the number of predefined Business Scenarios is constantly growing. The industries covered are Oil & Gas, Consumer Products, Service Provider, Media, Automotive, Pharmaceuticals, Public Services, Utilities, Telecommunications and High Tech. The business processes are displayed graphically using SAP Component Views® CRM business content is shipped exclusively through SAP Solution Manager. A download of regular updated Content is available through SAP Service Market Place.

© SAP AG

SAPCRM

12-11

SAP Solution Manager – Use in Operations SAP Solution Manager in Operations Recommended functions sequence

Define/Import System Landscape

SAP EarlyWatch Alert

Define/Import Business Processes

Service Delivery Enabling

Service Level Reporting System Monitoring

Business Process Monitoring Upgrade

Central System Administration

Best Practices Documents

Cross functions

Support desk / SAP Note Assistant Issue Tracking Microsoft NetMeeting SAP Service Marketplace

© SAP AG 2003

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 and run your own solution support. SAP Solution Manager (Operations) provides an infrastructure for integrating SAP Support Services and your own system administration activities. You as an system administrator 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 the Integrated Message Handling - For your own internal support organization - For enhanced remote support by SAP

© SAP AG

SAPCRM

12-12

Service Level Reporting – Workflow Example Service Level Reporting Measures and communicates agreed service goals defined in Alert Overview

your service level agreements Triggers reports regularly, for

Service recommenrecommendations

example weekly or monthly Configuration without expert knowledge Evaluates key performance indicators Preconfigures recommendations to be individually tailored Facilitates forecasting

Alert Details

Link to SAP Service Catalog

© SAP AG 2003

Service Level reports provide you with a summary of the technical status of the systems in your solution. For example, it provides an overview of the transactions generating 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 for a specific business process running across different systems, and this information will be updated in your regular Service Level reports. When you set up Service Level reporting, you define the contents of the reports and the frequency with which they will be 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 Is triggered regularly, for example once a week, in a simple fashion and without need for expert knowledge, as it is aimed at different areas of management (IT and application management). Evaluates key performance indicators (KPI) and derives management-level recommendations from them. For example, it can recommend standard SAP services such as SAP EarlyWatch and Solution Optimization Services. Based on EarlyWatch Alert knowledge engine, it is linked to relevant SAP services such as SAP GoingLive Check and the SAP GoingLive Functional Upgrade Check.

© SAP AG

SAPCRM

12-13

Monitoring with EarlyWatch Alert (EWA) & EarlyWatch Satellite System

SAP Solution Manager

1

Process EWA Data Check EWA Report

Implement

3 If red rating

Send EWA Data Collect Data

SAP Support

automated forward to SAP*

Check red rated EWA Report

recommendations

2


Contact Customer and create Service Plan

Deliver Services

Implement recommendations

(for example Early Watch)

5

Contact Customer

4 Customer

SAP * forward also in case of initial connection and every four weeks

© SAP AG 2003

© SAP AG

SAPCRM

12-14

System Monitoring Open task overview

Alert graphics

System-related tasks System System-related with integrated and automated log

System monitoring of core components to detect critical situations as early as possible

Expert monitors directly linked in satellite systems

Support administrators working with new SAP products System monitoring and Central System Administration complement each other © SAP AG 2003

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. Central System Administration: You set up administrative tasks to manage the software components defined in your solution. You can schedule recurring administrative tasks; overdue tasks are displayed in the solution overview.

© SAP AG

SAPCRM

12-15

Business Process and Interface Monitoring Alerts overview of business process step Alert graphics Monitoring session with detailed information in the step related check

Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths

Expert monitors directly linked in satellite systems

Close integration of the customer’s support organization © SAP AG 2003

Business Process Monitoring aims to detect potentially critical situations as early as possible and to enable your solution support organization to respond to issues 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, due list log, and so on) Data transfer via interfaces between software components Program scheduling management Technical infrastructure and components which are required to run the business processes Performance key figures Execution of required periodic monitoring tasks Business Process Monitoring is not only a tool, it comprises: Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Integration into the customer’s solution support organization

© SAP AG

SAPCRM

12-16

Working with Support Desk – Support Process

End U ser User

Creates Message

Solution Support

Search for Solution

2

1 SAP System

Provides Solution

SAP Service Marketplace

Find Solution


or

SAP Notes Database Service Products Best Practices DB

Forward Message

4

Customer's Solution Database

Provides Solution

3

SAP Support

Provides Solution

Customer

SAP

© SAP AG 2003

SAP´s support desk is a help desk featuring: 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, allows for successful capacity planning and service level reporting. An integrated customer solution database facilitates build-up, storage and reuse of customer-specific knowledge. Beyond that, note search and note implementation are facilitated using SAP Service Marketplace and SAP Note Assistant. A number of new features will help you to switch to SAP Solution Manager 3.1 Powered by mySAP CRM and based on SAP Web AS State of the art call center and message handling environment This replaces the SAP R/3 4.6C Advanced Support Desk Smart Implementation for SAP Solution Manager 3.1 and mySAP CRM for message handling is available Training and services is offered for implementation and Customizing

© SAP AG

SAPCRM

12-17

Summary: SAP Solution Manager

SAP Solution Manager runs on SAP basis technology can service all SAP technologies integrates non-SAP products

CRM

centralizes APO

Process descriptions

R/3

Documentation Testing Configuration and Customizing Note handling Monitoring Service delivery and execution Landscape definition

is free of charge


© SAP AG 2003

© SAP AG

SAPCRM

12-18

Customizing mySAP CRM 44


mySAP CRM Marketing


33 55

mySAP CRM Analytics




mySAP mySAP CRM 10 10 Service technician CRM Implementation & Operation: 66 provides solution Solution to customer


Customer calls,

Channel manager Customizing CRMcreates IC agentmySAP creates lead, partner

99

mySAP CRM Service

88


complaint

creates order mySAP CRM Sales


77



You will now perform a customer-specific configuration setting within the mySAP CRM system using the Implementation Guide (IMG). Additionnally, you will learn about the enhancement of the People-Centric UI and the application of customer-specific programming using Business Add Ins (BAdI’s).

© SAP AG

SAPCRM

12-19

Application versus Customizing

Application View

Customizing View

© SAP AG 2003

There are two sides to a CRM system: Application: A normal user will call up transactions in order to do his daily work (for example create sales orders, accept complaints working as an Interaction Center Agent). Customizing: Using the Implementation Guide (IMG), it is possible to create a specific configuration of the CRM system in order to map the business process to one’s needs. The Implementation Guide (IMG) explains all the steps in the implementation process, tells you the SAP standard (factory) Customizing settings and describes 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 is 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.

© SAP AG

SAPCRM

12-20

Example: Creating a new Transaction Type

1. Create a new transaction type 2. Make specific settings for your new transaction type 3. Maintain item category determination 4. Maintain copy control for transaction types 5. Test your new transaction type

© SAP AG 2003

The above mentioned Customizing example will be described in detail on the next slides. It gives you an idea of how a CRM system can be configured. A great many Customizing activities are available. Example: Your company makes use of opportunity management. The delivered standard opportunity transaction types do not fit exactly your specific business requirements. Therefore, you will implement a new opportunity transaction type and set the relevant parameters to match your business requirements. This opportunity should be used within a typical business scenario, such as creating an opportunity first which may result in a sales order.

© SAP AG

SAPCRM

12-21

Example: Step 1 1. Create a new transaction type 2. Make specific settings for your new transaction type

Create a transaction type from scratch or

3. Maintain item category determination

copy an existing entry

4. Maintain copy control for transaction types 5. Test your new transaction type

© SAP AG 2003

The first step relevant for the example mentioned will be to create a new transaction type for the opportunity which fulfills the requirements depending on the business scenario considered. Typically 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. Access path: SAP Menu Architecture and Technology Configuration Customizing, SAP Reference IMG Customer Relationship Management Transactions Basic Settings Define Transaction Types

© SAP AG

SAPCRM

12-22

Example: Step 2 1. Create a new transaction type

Assign appropriate profiles, procedures and so on, to your transaction type ZPSM

2. Make specific settings for your new transaction type 3. Maintain item category determination 4. Maintain copy control for transaction types 5. Test your new transaction type

© SAP AG 2003

An important part within the creation of a new opportunity transaction type will be to change the necessary parameters to your specific needs and requirements. Access path: SAP Menu Architecture and Technology Configuration Customizing, SAP Reference IMG Customer Relationship Management Transactions Basic Settings Define Transaction Types

© SAP AG

SAPCRM

12-23


When entering a product, item category determination takes place. Therefore, it has to be maintained in Customizing.


Transaction Type + Item Category Group + Item Category Usage + Main Item Category

= Item Category (Default) © SAP AG 2003

Simply creating a new transaction type is not sufficient for the further process 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 the further process. Therefore, it is necessary to maintain item category determination. Access path: SAP Menu Architecture and Technology Configuration Customizing, SAP Reference IMG Customer Relationship Management Transactions Basic Settings Define Item Category Determination

© SAP AG

SAPCRM

12-24


Maintain copy control at header and item level so that you can create follow-up documents


Opportunity

Quotation

Opportunity item

Quotation item

© SAP AG 2003

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. Access path: SAP Menu Architecture and Technology Configuration Customizing, SAP Reference IMG Customer Relationship Management Transactions Basic Settings Copying Control For Business Transactions Define Copying Control for Transaction Types Define Copying Control for Item Categories

© SAP AG

SAPCRM

12-25


You may now create a “Trade Fair Opportunity” (transaction type ZPSM) within the application


New Transaction Type Copy Control Item Category Determination

© SAP AG 2003

The last step will be to test your newly created opportunity within the application. To do this, select your created transaction type. Access path: Your sales rep role in the People-Centric UI

© SAP AG

SAPCRM

Acquisition

Opportunities

Create

12-26

Changing the People-Centric UI of mySAP CRM

The CRM Designer: A graphical, customizing tool with drag & drop features

© SAP AG 2003

Additional fields can be added to CRM objects using customizing includes (CIs). These CIs can be either created directly in the Data Dictionary or by using the Easy Enhancement Workbench (EEW). A CI is a placeholder for a customer-definable data structure attached to a business object in the Data Dictionary. CIs allow the extension of objects without modifications or upgrade problems. CI fields appear on the PC-UI without additional customizing. This additional fields can then be integrated into the People-Centric UI using the CRM Designer, a graphical tool to adapt the People-Centric UI of mySAP CRM to the user‘s needs. You can just select screen elements out of lists and arrange them on the screen.

© SAP AG

SAPCRM

12-27

Business Add-Ins

Customizing View might be insufficient

Customer-specific programming can be used in order to extend functionality This is not a modification of standard SAP coding

© SAP AG 2003

If Customizing settings and parameters are not sufficient to realize your requirements, Business AddIns (BAdI) can be used for further enhancements. By using Business Add-Ins customers can insert additional code without modifying the original object. Access paths: SAP Menu Architecture and Technology Ins Definition (SE18)

ABAP Workbench

Utilities

Business Add-

SAP Menu Architecture and Technology Ins Implementation (SE19)

ABAP Workbench

Utilities

Business Add-

BAdI Implementations can also be created from within the IMG.

© SAP AG

SAPCRM

12-28

Implementation & Operation: Unit Summary

You are now able to: Describe how SAP Solution Manager helps you in your mySAP CRM implementation project and your system administration operational work Perform the Customizing of a business transaction in mySAP CRM

© SAP AG 2003

© SAP AG

SAPCRM

12-29

© SAP AG

SAPCRM

12-30

Exercises/Solutions Unit:

Customizing

Topic: Creating a transaction type At the conclusion of this exercise, you will be able to: • Create a transaction type • Understand basic settings for a transaction type

You would like to use a new transaction type especially for your trade fair business. Therefore, we recommend that you copy an existing transaction type and customize it using the Implementation Guide (IMG).

1-1

Create a transaction type for an opportunity, which contains an action profile for the sales assistant. 1-1-1

Go to SAP Implementation Guide (transaction code SPRO) Customer Relationship Management Transactions Basic Settings Define Transaction Type

1-1-2

Search for the existing transaction type OPPT.

1-1-3

Mark the line and press the “Copy” button.

1-1-4

Give it the abbreviation Z### and the description “##TradeFair” (twice).

1-1-5

Confirm the “Information” pop-up on copied entries with Enter.

1-1-6

Go to the transaction type details using the corresponding button and enter the action profile “OPPORTUNITY_SALES_ASSISTANT”.

1-1-7

As the sales assistant proposes different actions according to the opportunity phase, you still need to set the sales cycle. Double-click on “Assignment of Business Transaction Categories” and mark the one line on the right. Next, double-click on “Customizing Header”. Set the Sales Cycle to “2 New Customer”.

1-1-8

Save. Note: Steps 1-1-6 and 1-1-7 would have been performed automatically if we had copied the transaction type OPSM (Sales Methodology).

© SAP AG

SAPCRM

12-31

1-2

1-3

In order to use the new transaction type, it is necessary to maintain item category determination. 1-2-1

Go to Go to SAP Implementation Guide (transaction code SPRO) Customer Relationship Management Transactions Basic Settings Define Item Category Determination

1-2-2

Search for (“position”) Trans. type OPPT and Item Cat.Group NORM. Mark the line and press the “Copy” button.

1-2-3

Replace trans. type OPPT by your new transaction type Z###. Hit Enter.

1-2-4

Save your entry.

Test your new transaction type by creating an opportunity of type “##Trade Fair”. Access the portal and go to Acquisitions 1-3-1

Press the “Create” button, choose you new transaction type “##TradeFair” and enter the following data: Description: Sales prospect: Closing date: Phase

© SAP AG

Opportunities

Fair ## ##Smith Next Week Choose any phase

1-3-2

Note that there is a tab strip Sales Assistant available since an action profile was assigned in 1-1-1. You may compare the business transaction being created with one using the original opportunity transaction type when you select “Opportunity” after having pressed the “Create” button.

1-3-3

On the tab strip Sales Assistant you may now launch an action depending on the selected phase. Mark a line and press the “Activate” button. You see the result of your activation when you go to the tab strip Activities where you may add additional data to the activity created.

1-3-4

Also note that it is not yet possible to create a quotation as a follow-up document. This will be possible after maintaining copy control for business transactions.

SAPCRM

12-32

CRM Middleware: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Pricing

5.

Product Master

10. Actions 11. Billing 12. CRM Middleware 13. SAP Solution Manager 14. People-Centric CRM Appendix

© SAP AG 2003

© SAP AG

CR100

12-1

CRM Middleware

CRM Middleware Overview Administration and Technical Background Data Loading and Monitoring

© SAP AG 2003

© SAP AG

CR100

12-2

CRM Middleware

CRM Middleware Overview CRM CRMMiddleware Middleware

Administration and Technical Background Data Loading and Monitoring

© SAP AG 2003

© SAP AG

CR100

12-3

CRM Middleware: Unit Objectives At the conclusion of this unit, you will be able to: Describe the main tasks of the CRM Middleware Perform the data exchange between mySAP CRM and SAP R/3 Enterprise Set up the CRM Middleware administration and monitor the data loads

© SAP AG 2003

© SAP AG

CR100

12-4


SAP R/3

CRM System


Mobile Clients Handheld devices

SD


SAP BW

SAP APO

© SAP AG 2003

mySAP CRM contains all CRM functions and incorporates not only CRM components but also the SAP Business Information Warehouse (SAP BW), the SAP Advanced Planner and Optimizer (SAP APO) and SAP R/3. mySAP Customer Relationship Management (CRM), which is part of the mySAP Business Suite, includes a central CRM server, which provides access to the system via various channels, and connection to other systems. It supports the following capabilities: y Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to contact sales or service representatives. y Internet access: Users can configure and order products or services using the Internet components of mySAP CRM. y Mobile clients and handheld devices: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile devices to exchange the latest information with the central CRM server. The mySAP CRM solution offers you the following fully integrated connections: y The SAP CRM system as a central CRM server with its application components y SAP R/3 as a back-end system with proven ERP functions y The SAP BW system as a data warehouse solution with comprehensive statistical and analysis possibilities y The SAP APO system as a global Available-to-Promise (ATP) check and demand planning solution y The SAP Enterprise Portal as a tool that provides you with integrated access to all systems © SAP AG

CR100

12-5

Technical Integration via CRM Middleware

CRM Middleware Provides seamless back-end integration Provides groupware integration Synchronizes Mobile Client Is an integral part of the CRM Server

CRM Middleware

Requires No extra software No extra installation No extra server

© SAP AG 2003

The CRM enterprise with the CRM middleware and CRM applications is at the core of the SAP CRM system landscape. It takes advantage of all the benefits of the SAP Web Application Server, including load balancing, high availability, integration, and security. The CRM server can run as a stand-alone solution or with various back-end systems. If SAP R/3 is the back-end system, only a plug-in is needed to handle data exchange with the SAP CRM server. CRM middleware handles data exchange with third-party systems. mySAP CRM supports thin clients for user access. All relevant functions are accessible in a standard browser, without additional software installation on the client side. You can also use SAP GUI for Windows. mySAP CRM supports two types of mobile scenarios: laptop computers and handheld devices. Laptops employ the solutions for mobile sales and mobile service, which are synchronized via the CRM middleware with the SAP CRM server applications. Handheld solutions can be accessed in online or offline mode. mySAP CRM is integrated with various other SAP solutions. For example, SAP Business Information Warehouse increases the value of each CRM installation with reporting and data warehousing tools for analytical CRM. Efficient marketing planning and accurate ROI calculations are great advantages. It is also integrated with the SAP Advanced Planner and Optimizer (SAP APO), which allows service to the customer along the whole supply chain. Quick available-to-promise (ATP) checks for configurable and non-configurable products, production on demand, and delivery in time help satisfy customer needs. The exchange of information between SAP CRM and other components, such as SAP BW and ERP back-end systems, occurs over the CRM middleware.

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CR100

12-6

CRM Middleware Landscape Non SAP R/3 Back-End Communication Station

As one big logical box

SAP BW

CRM Server

SAP R/3 Back-End

Mobile Clients © SAP AG 2003

The CRM Server contains the CRM middleware, which handles the data exchange with internal applications and external major components, such as an SAP R/3 systems used as the 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. The CRM Server is built on the SAP Web Application Server (formerly known as the SAP R/3 Basis).

Mobile clients are usually laptop computers 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. They may also be permanently connected to the server. The mobile clients are connected to the CRM Server via the communication station.

The SAP R/3 Back-End is a standard SAP R/3 back-end with an R/3 Plug-In for data exchange with the CRM Server.

SAP BW, the SAP Business Information Warehouse, is the SAP data warehouse solution.

The CRM middleware can exchange messages with non-SAP ERP systems via standard interfaces, for example, XML – SOAP.

The solid lines indicate permanent network connections; the dotted lines indicate temporary (for example, modem) connections. External systems may also be linked with each other as depicted here between an SAP R/3 back-end and an SAP BW system, or with additional systems.

© SAP AG

CR100

12-7

System Landscape: Data Flow Overview Other Systems

Business data

Mobile Clients Business data / Solution Workbooks Customizing data, Business data

BW

CRM Server Communication Station

Customizing data, business data

SAP R/3 System © SAP AG 2003

The data exchange in a CRM system landscape can include the following: y The initial load of customizing data and business data, such as customer and product information, from an SAP R/3 system to a CRM system or other systems. y The load of changed customizing data or business data (synchronization load and delta load, respectively) to the CRM Server. y Customizing and business data may be distributed further to the mobile clients, which in turn synchronize sales or service orders, activities or contacts with the CRM Server. y CRM business data is extracted to an SAP BW system. The BW analyses in the form of Solution Workbooks are exchanged with mobile clients.

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CR100

12-8

CRM Server Architecture

CRM Server CRM Middleware

CRM Server Applications

(main part) XIF Adapter (XML / IDoc) IDoc)

CRM Adapter (Validation Service)

• Interaction Center • Internet Sales • Marketing Planning and Campaign Management

R/3 Adapter Mobile Client Adapter BW Adapter

Business Objects • Product • Business Partner • Business Transaction

ASCII Adapter

SAP Web Application Server CRM Database

© SAP AG 2003

The data exchange between the CRM Middleware and external systems is performed via adapters. The adapters map and convert data between various formats.

The CRM system supports the handling of CRM business objects, such as customers and prospects, activities and opportunities, products and product catalogs, in several CRM functional areas such as Internet Sales, Service Interaction Center, Telesales, and Campaign Management. The CRM Server applications exchange data with the CRM middleware via the CRM Adapter.

The SAP Web Application Server is the successor of the SAP Basis system.

Business Document (BDoc) messages are used for data exchange and data processing within a CRM system environment (business documents process and transport business objects as one unit). Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used for messaging between major components such as SAP R/3 and SAP CRM.

© SAP AG

CR100

12-9

Back-End Integration – Supported Objects

Customizing Customizing Pricing Pricing Conditions Conditions

Business Business Partners Partners Products Products Sales Sales Orders Orders

CRM

R/3

Quotations Quotations Business Business Agreements Agreements

Billing Billing Documents Documents

© SAP AG 2003

Load objects can be exchanged between a source system and a target system, for example, between an SAP R/3 system and the CRM Server. Examples are business partner master data, orders, and product master data. Load objects are stored in the SMOFOBJECT table. Load objects are grouped as follows: y Business objects y Customizing objects y Condition objects

What objects are loaded to what target systems depends on the business process and has been defined for each application. Generally, initial loads and delta loads can be performed from SAP R/3 to CRM and vice versa (and CRM to CDB in case of a mobile scenario). However, conditions will be loaded only from SAP R/3 to CRM. Sales orders will usually be loaded from CRM to SAP R/3 for further execution.

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CR100

12-10

Data Exchange Between an R/3 Back-End and CRM

Initial Load and Delta Load controlled by Object Management

mySAP CRM

SAP R/3

Delta Load controlled by Administration Console

© SAP AG 2003

Load objects can be exchanged between a source system and a target system, for example, between an SAP R/3 back-end and the CRM Server. Examples are business partner master data, orders and product master data. The load objects are stored in the SMOFOBJECT table. They are grouped as follows: y Business objects y Customizing objects y Condition objects

Which objects are loaded to which target systems depends on the business process and must be defined for each application. Generally, initial loads and delta loads can be performed from SAP R/3 to CRM and vice versa (and CRM to CDB in case of a mobile scenario). Examples: y Conditions will be loaded only from the SAP R/3 back-end to the CRM Server. y Sales orders will usually be loaded from CRM to SAP R/3 for further execution. There is no initial load, only a delta load. y The delta load from the CRM Server to the SAP R/3 back-end is maintained by assigning SAP R/3 sites to subscriptions.

© SAP AG

CR100

12-11

Data Consistency

Solution Manager

CRM

R/3

Solution Manager Customizing Scout and Distribution

Data Integrity Manager Synchronization of transactional data

Requests For data with no delta load capability © SAP AG 2003

In certain cases, you need tools to correct data inconsistency.

© SAP AG

CR100

12-12

Customizing Scout and Customizing Distribution: Landscape SAP R/3


DB Customizing objects to be synchronized

Customizing Scout and Distribution

mySAP CRM DB Source settings

Target settings

Predefined list of all synchronizing objects for all releases

Customizing objects to be synchronized

© SAP AG 2003

All SAP R/3 releases (3.1I and later) are supported in official maintenance.

There are predefined mappings of customizing tables between SAP R/3 and SAP CRM, including prices and conditions.

Detailed monitoring of customizing differences between SAP CRM and SAP R/3 is possible.

Initial load of customizing from SAP R/3 to SAP CRM and vice versa is possible.

Bidirectional delta customizing distribution of related customizing from SAP R/3 to SAP CRM and vice versa is possible.

Synchronization objects can be grouped flexibly.

Middleware load can be reduced by optimizing customizing download for new installations instead of using CRM middleware.

No direct transports of changed customizing across productive systems with CRM middleware required

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CR100

12-13

Enhanced – Data Integrity Manager

Cross-component data integrity Functions at a glance Framework for comparing and re-synchronizing databases Comparison of business objects

At object instance level

At field level

Synchronization of business objects

Loading of missing objects

Synchronization of object details

SAP R/3 Back End on chr n y -s Re

iz e

Compare

Non-SAP System CRM Server

Not standard, enhanceable

© SAP AG 2003

With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objects across components within the SAP CRM system landscape.

An SAP CRM system landscape usually consists of more than one database. Every SAP CRM system has a CRM database. In most cases data exchange with one or more SAP R/3 back-end systems is necessary. A consolidated database is the basis for data exchange with mobile clients. It is very important to keep the objects in the different databases or datasets synchronized.

The Data Integrity Manager compares data in different components and displays inconsistencies. The data comparisons are always carried out for the CRM database and an R/3 back-end database, and the CRM database and the consolidated database.

For many objects, it is also possible to synchronize the data via the Data Integrity Manager.

There are two compare types available in the Data Integrity Manager: header compare and detail compare. y A header compare checks if an object instance exists in both databases. y A detail compare compares all data of an object instance found in both databases.

Some objects may not allow a header compare. The detail compare is then carried out.

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CR100

12-14

Administration and Monitoring

CRM Middleware administration User and site management Replication model Data realignment Data extracts

Monitoring Data exchange System

© SAP AG 2003

The replication administration and the BDoc modeling are performed on the CRM Server.

Monitoring tools on the CRM Server, the Communication Station, the mobile clients and involved other systems (for example, an SAP R/3 system) enable you to take action by viewing and analyzing the following: y The load object status y The BDoc status y The inbound and outbound queues y The connections (connection check, tRFC monitoring) y The system performance (system monitoring and CRM middleware monitoring)

© SAP AG

CR100

12-15

CRM Middleware


Administration and Technical Background Data Load and Monitoring

© SAP AG 2003

© SAP AG

CR100

12-16

Business Documents (BDocs) – Motivation

Idea: process or transport business objects as one unit Mobile Clients

Exchange customer: Smith

Middleware Broker

KNA1 ADRC KNVV ...

Mobile Clients

Middleware Broker

BDoc “Smith”

© SAP AG 2003

The motivation for using Business Documents (BDocs) as a data container for processing business objects that logically belong together (for example, all data about one order or one partner and so on) and for transporting them as one unit is that this avoids having to process or transport several individual table entries.

BDoc messages are used for data processing within the CRM system and for data replication toward Mobile Clients.

BDoc types are defined and managed in the BDoc Repository with the the BDoc Modeler.

© SAP AG

CR100

12-17

What are BDocs?

Distinction:

KNA1

BDoc type (structure)

ADRC KNVV

BDoc message Customer BDoc “Smith”: TASK = “update” Fields: CITY1 = “New York”, STREET = “1 Broadway” (contains only modified fields) also: “insert” or “delete”

BDoc Classes

Messaging BDocs Synchronization BDocs (only for mobile)

mBDoc SBDoc

© SAP AG 2003

When talking about BDocs, a distinctions must be made between BDoc type, the BDoc instance and the BDoc message: y A BDoc type or structure must be defined for each required business object, for example, Contact Person, Sales Order. It contains all the R/3 table entries that make up the corresponding business object. y A BDoc instance is a concrete example of a given BDoc type containing all field values. It does not exist as a BDoc yet but is still to be found in the database. y A BDoc message (or just BDoc) contains modified fields only. These include new fields and deleted fields. The difference between a BDoc message and a BDoc instance is that there is only one BDoc instance for a business object but there can be multiple BDoc messages (with their own IDs) for one BDoc instance. However a BDoc instance is replicated to a mobile client using a BDoc message where all fields are filled.

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Adapters

Adapter

BDoc Processing BDoc

Data/field restriction

Mapping

Conversion

Key completion

Defaulting

SAP R/3

Mobile Client Other systems

Examples: R/3 Adapter, XIF Adapter, ASCII Adapter © SAP AG 2003

Adapters are special services that provide connectivity to external systems in order to exchange BDoc messages between the Middleware Broker and the Mobile Clients, the SAP R/3 system or other systems.

Tasks: y Data/field restriction: Some control segments such as the recipient list are not delivered to the Mobile Client. y Mapping: The R/3 adapter fills up the import fields of R/3 BAPI calls with data coming from a BDoc. y Conversion: Data that is imported from external systems via the XIF or the ASCII adapter is converted into BDoc messages before it is delivered to the BDoc flow. y Key completion: A new sales order is transferred by the R/3 adapter to the SAP R/3 system. The BDoc is retained until there is an answer from the SAP R/3 system. Then the R/3 key is inserted into the existing BDoc and the BDoc is returned to the BDoc flow. y Defaulting: Fields that need to be filled obtain default values.

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Inbound and Outbound Processing SAP R/3 or any other system

Queue R/3 Adapter Validation Inbound Outbound

mBDoc Admin Console

CRM DB (CRM applications) mBDoc

R/3 Adapter Queue

© SAP AG 2003

For data exchange can come into the CRM Server through the appropriate queue. The data is validated through a validation service. The messaging layer uses messaging BDoc types for data exchanges with the CRM Server applications, SAP R/3 back-ends and external systems.

The Administration Console will determine the receivers of the data. The appropriate adaptor services are called and sent to the outbound queue.

The CRM middleware can apply simple intelligent replication to Messaging BDoc types. A messaging BDoc type acts like an envelope: The CRM middleware cannot access the data inside the envelope but can access data on the envelope. Each application uses different address information so that, for example, sales orders can be routed according to the sales organization.

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Replication Administration – Administration Console Star-like replication No hierarchical distribution networks Replication to sites, not persons E

Administration Console

Site E (non-R/3 Back-End) D

A

Site D (R/3 Back-End)

C B

Sites A-C (Mobile Clients)

© SAP AG 2003

The replication takes place in a star-like fashion from the CRM Server to the Mobile Clients (sites A, B and C), SAP R/3 back-ends (site D) or non-SAP R/3 back-ends (site E).

There is no hierarchy in this system. That means that data is stored only in the CRM database and in the local databases of the clients; there is no intermediate storage that regulates distribution.

Data is replicated to sites (local databases) and not to individual persons. A replication model defines the rules for how data is distributed. The replication model is created and administered in the Administration Console.

The main tasks performed with the Administration Console are: y Setting up and maintaining the replication, that is, maintaining replication objects, publications and subscriptions y Managing mobile employee (users) and their passwords y Defining sites, the logical representation of data receivers within the CRM Middleware y Assigning employees to sites (site type Mobile Client only) y Defining and administering organizational structures.

To access the Administration Console, choose Architecture and Technology → Middleware → Administration → Administration Console (or use the transaction SMOEAC).

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Site Type Concept Idea: Every receiver is represented by an abstract site

Different site types

Replication administration: Site A

Site B

Site C

Site D

Mobile Client

SAP R/3 system

CRM, CDB

Non-SAP system

Result:

Data replication to different systems can be administered in a uniform way © SAP AG 2003

In an SAP CRM system environment, local components or sites must be connected to the central component permanently or temporarily so that messages can be exchanged. Sites (not users) are the smallest addressable unit in Replication and Realignment. They are identified by a global identifier (GUID).

Each site has a site type. Sites of the same type use the same adapter for exchanging data between the CRM Server and the sites. There is a range of site types available for connecting SAP components.

Sites are created in the Administration Console, a CRM Middleware tool for the administration of the data exchange of sites (local components). An SAP R/3 system is created, for example, as a site using the site type R/3. SAP provides many standard site types: CRM, CDB, R/3, Mobile client, External interface for XML, External interface for Idocs.

You can create your own customer-defined site types in IMG under CRM → Middleware and related components → Communication Setup → Create New Site Types.

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

Publications Material Material Master Master Business Business Partner Partner

Subscriptions Subscription = Assigning receivers to publications and specifying values for criteria fields © SAP AG 2003

Publications group BDocs for data replication. y Determination of criteria fields by which subscriptions can be taken out (for example, all customers in a particular postcode area) y Grouping of BDoc types to be distributed by distribution type (replication types, for example, bulk, intelligent) y Definition of dependencies (relationships) between different sBDoc types (for example, if customers are transferred by realignment, their contracts will also be transferred) y Contain only one intelligent BDoc type (and all dependent ones) or multiple bulk BDoc types

Subscriptions are assignments of sites to publications, specifying criteria values if necessary. The sites are thus recognizable as receivers of replicated data. The creation of subscriptions triggers the actual distribution of data to the sites. y Assignment of sites to publications (receiver determination) y Determination of values for distribution criteria (for example, all customers in postal code area 6) y Predefined publications are delivered by SAP as branch templates. Subscriptions are individual and must be determined by customers.

Publications and subscriptions are defined and maintained with the Administration Console.

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Creating Sites 4 Save

1 2

Create

3

Site Attributes

Assign the site to a subsription

© SAP AG 2003

Creation of objects: Some objects are created directly in the application (employees, sites, organizational units). A wizard can be used to create other objects (publications, subscriptions, replication objects). After selecting the object type, you can create an object in Change mode. In the same transaction, you can assign that object to others that already exist.

Creating or changing these administration objects requires special user rights: y Role SAP_CRM_MWAC_ADMINISTRATOR for employees, sites, organizational units and subscriptions y Role SAP_CRM_MWAC_CUSTOMIZER for replication objects and publications

When you create a new site, you must provide the site details such as the following: y A site name and a site description y A site type – R/3, Mobile Client or other y Site attributes (for non-mobile sites) – the RFC destination of the site that you created earlier using transaction SM59

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Creating Subscriptions

Enter your name of a subscription and choose Publication Enter criteria values if you have chosen a publication of replication type intelligent Assign Sites (may also be postponed) Complete (automatic activation)

© SAP AG 2003

For the creation of a subscription (assignment of publications to a site using certain criteria) you must enter a publication and, for an intelligent or simple intelligent publication, the criteria values (primarily used in a mobile scenario) for your subscription. y Via criteria values you can decide whether a site ID should obtain the whole set of data referring to a replication object or only a subset of this data. It is possible to define a value range for each field in this object. This reduces the amount of data that is sent to a mobile client. y There is no limit to the number of criteria fields you can define for the replication of one object. y Example for criteria fields: The BDoc type Customer contains the Sales Area field, which is defined as a criteria field. Based on the content (criteria values) of this field, the Customers are made available to the various sites.

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CRM Middleware


Administration and Technical Background Data Load and Monitoring

© SAP AG 2003

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CRM DB

R/3 Plug-In

Initial Load

R/3 Adapter

CRM Server

R/3 DB

SAP R/3 system

Singular data load from one system or database to another Due to dependency of objects, a specific sequence during data load is necessary Customizing Business objects Parent/child relationship between different objects

© SAP AG 2003

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Load Filtering

Object-specific filter criteria: Business Objects Name Attribute BOM Contact Customer

Description Classification: Attrib. Bill of Material Contact Person Master Customer Master

Object filter settings Table

Field

OP

Low

KNA1

KTOKD

EQ

0006

Filter settings Ç Ç Ç Ç Ç Ç Ç High Ç

Inactive ;

© SAP AG 2003

The objects to be exchanged between CRM and SAP R/3 systems can be filtered using filter criteria.

Filters for the initial load are also used for the delta load from the SAP R/3 system. For the load toward the SAP R/3 system, there is no initial load and no filtering of the load objects. However, filtering is possible for a delta load (see next pages) if the replication objects are replication type simple intelligent (can be defined by customers) and subscriptions have been created in the Administration Console.

Filter settings, which are stored in table SMOFFILTAB, refer to table fields. The filter for business objects are predefined (stored in table SMOFFILFLD) whereas filters for customizing or condition objects can be set on existing fields.

Filter options allow the filtering of business objects at the source, at the target, or at both the source and the target for business objects. However, business data are usually filtered at the source. Customizing or condition objects can be filtered at the source only.

Saving a filter entry triggers the automatic transfer to the Plug-In in SAP R/3.

The transaction to specify the filter criteria is found under Middleware → Data Exchange → Object Management → Business Object / Customizing Objects / Condition Objects.

© SAP AG

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Monitoring Initial Load

© SAP AG 2003

The figure contains a screen shot of the Initial Load monitor.

Usually all traffic lights should be green. If an Initial Load is still running, the traffic lights show the status Running (yellow light). In two cases, the monitor shows the status Waiting: y The parent objects are not yet loaded. In this case, the Initial Load of the parent objects must be performed first. As soon as the Initial Load of the parent objects has finished successfully, the object with the status Waiting are loaded automatically. y The number of objects for which Initial Load was started is higher than the number of available system processes. In this case, the available processes are used for the Initial Load and the remaining objects are set to the status Waiting. These objects are loaded automatically as soon as system processes are available.

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Starting and Monitoring the Initial Load

Starting Select the objects to be loaded from the SAP R/3 system or from the CRM database Select the source and destination sites Start the initial load

Monitoring Monitor objects Use the Middleware Portal © SAP AG 2003

The transaction to start the initial load can be found at Middleware → Data Exchange → Initial Load → Start.

While there are no restrictions for repeating data transfers from SAP R/3 to CRM, data transfers from CRM to the consolidated database follow a different logic. To avoid inconsistencies between the consolidated database and mobile application databases, a repeated initial data transfer from CRM to the consolidated database is prevented. If you are sure that no Mobile Clients have been supplied with data or that no data can be extracted again, then a repeated initial data transfer from CRM to the consolidated database can be carried out. To do this, you must change an entry in table SMOFINICUS (for more information, go to the SAP Library).

The transaction used to monitor the initial load is under Middleware → Data Exchange → Initial Load → Monitor Objects. If the initial load finishes unsuccessfully, consult SAP Note 309734, which gives useful advice for a general error analysis.

The data sent from the SAP R/3 system can be found in the inbound queue in the CRM Server (transaction SMQ2). The data will be saved in the outbound queue in the SAP R/3 system only if the connection has been interrupted or the parameters have been set specifically to do this (transaction SMQ1).

You can also use the Middleware Portal under Middleware → Monitoring → Central Monitoring → Middleware Portal.

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Monitoring Overview

Display Inbound RFC Queues

CRM Server Display BDoc Messages

Outbound Queue

Application qRFC

SAP R/3 system BDoc Flow

Display tRFC Requests

Adapter Framework

Inbound Queue

qRFC

MW Trace

Monitor Objects

Display Outbound RFC Queues

Outbound Queue

© SAP AG 2003

The figure gives an overview of message tracking functions in an SAP CRM system environment. In this course the CRM Server tools and the R/3 tools are discussed. The course mySAP CRM Mobile Sales and Service covers the monitoring of the mobile clients and the communication station (It displays information on individual sessions between a mobile client and the CRM Server, as well as statistics on the data exchange for each site).

This unit describes the following functions: y The Display BDoc Messages function (transaction SMW01 or Message Flow → Display BDocs messages) y The Middleware Trace function (transaction SMWT or Message Flow → Display Middleware Trace) y Inbound and outbound queue monitoring (transaction SMQ2 or Queues → Display Inbound RFC Queues, transaction SMQ1 or Queues → Display Outbound RFC Queues)

Replication queue monitoring (transaction SMOHQUEUE or Queues → Monitor R&R Queues) is covered in the course mySAP CRM Mobile Sales + Service.

The monitoring of the tRFC connections (transaction SM58 or Transactional RFC → Display Transactional RFC Requests) is a standard program used to monitor connection problems.

The data loads with SAP R/3 systems can be monitored using transactions R3AM1 or Data Exchange → Monitor Objects.

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Display BDoc Messages Step one: Select a BDoc message Processing state of a BDoc

2

1 Flow Context of a BDoc

Display MW Trace

Select a BDoc message

Display the data part Display the classical part

Display BDoc Messages © SAP AG 2003

The Display BDoc Messages function lists all BDoc messages (transaction SMW01). It displays the following: y The BDoc ID and BDoc type, the BDoc state, the flow context, the queue name, the date and time when the BDoc message was sent y The flow trace, the data and error segments, the service in which the error occurred (last service reached), the recipient list y The succession of BDocs if a mobile scenario is in place

The Original BDoc represents the first sBDoc being created (S-1). S-1 is mapped to messaging BDoc M-2, which is written to the CRM database by the validation service. M-2 is not displayed. The validation service then creates messaging BDoc M-3, the Reference Bdoc, which represents the predecessor of the BDoc in display, synchronization BDoc S-4. If an error has occurred while the M-2 was processed by the validation service, only S-1 is displayed with the error information. The same applies if an mBDoc was created by the R/3 adapter. The Original BDoc is M-1, which will be displayed alone if there is a validation service error.

Successfully processed messages appear with a green light, those still in process with a yellow light, and those with a terminal error condition with a red light. If a message is in process and does not get processed within a reasonable amount of time, it is possible to restart the message, view the message content, or discard the message. A BDoc message can be marked as deleted (note that deleting BDoc messages can cause data inconsistencies) or processing can be retried.

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Inbound and Outbound Queue Monitoring

; ...

Client Queue Name

Destination

Entries

800 800 ...

... CRM_SITE_ 0000000002 ...

... 14 ...

... CRM_SITE_0000000002 ...

Cl.

Queue Name

...

Status

800

CRM_SITE_0000000002

... Nosend

1. Date

1. Time

2.1.2001 7:31

NxtDate

5.1.2001 9:14

Cl.

User

Function Module

...

Date

Time

800 800 ...

CONN_MSA_MSE CONN_MSA_MSE ...

client_employee_write client_employee_write ...

... ... ...

2.1.2001 3.1.2001 ...

7:31 8:23 ...

Normal condition: no error entries in any queues

NxtTim

Display Outbound RFC Queues Display Intbound RFC Queues

© SAP AG 2003

The consistency of all distributed data and processes is guaranteed even if individual components of the integrated system are temporarily unavailable. All calls and data transports take place asynchronously via buffers (queues). This ensures that if individual components can not be accessed, no information is lost and no delays occur in the overall schedule. There are inbound and outbound queues.

qRFC queues are displayed in three steps: y After you specify one or more clients, queue names and queue destinations, the transaction SMQ1 or SMQ2 displays a list of all queues that match the specified values. y Next you can select particular queues of interest and view additional details. y From the detailed view on the selected queues, you can display the queue entries by double-clicking the corresponding queue.

Choose these menu paths for the queue transactions: Middleware → Monitoring → Queues → Display Outbound Queues (SMQ1) Middleware → Monitoring → Queues → Display Inbound Queues (SMQ2)

The same qRFC outbound queue monitoring used on the CRM Server can also be used on the SAP R/3 system.

If an object is not processed correctly within the SAP R/3 system and an error condition is not returned via BAPI parameters, the SAP R/3 system itself must be checked.

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Hints for an Error Analysis (Load Example) Load CRM Server to SAP R/3 system Check BDoc messages including the middleware trace information Check the outbound queue Check the table BDOC_TRACK in the SAP R/3 system Check the outbound queue of the SAP R/3 system Check the inbound queue of the mySAP CRM system

CRM Server Outbound Queue mBDoc

1.

Delta Load

2.

Inbound Queue

SAP R/3 System Data Upload to Application

3.

Status Information

5.

Outbound Queue

4.

© SAP AG 2003

A possible error situation would be that a business object was changed in a CRM Server application, but the change (delta load) is not received in the SAP R/3 system.

In case of errors or missing data updates in the target system, you can perform the following steps: y Check Display BDoc Messages including the middleware trace information. y Check the outbound queue. y Check the table BDOC_TRACK in the SAP R/3 system (which shows information on the data handling of the R/3 application). y Check the outbound queue of the SAP R/3 system. y Check the inbound queue of the CRM system.

In addition, you should verify the RFC destination and the logical system assigned to your site (in the Administration Console) and the CRM Middleware parameter settings in the CRM system and the SAP R/3 system (for example, CRMRFCPAR). (See also unit on installation and configuration.)

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CRM Middleware: Unit Summary You are now able to: Describe the main tasks of the CRM Middleware Perform the data exchange between mySAP CRM and SAP R/3 Enterprise Set up the CRM Middleware administration and monitor the data loads

© SAP AG 2003

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Exercises Unit:

CRM Middleware

Topic:

BDocs and Flow Contexts

At the conclusion of this exercise, you will be able to: • Examine the structure of a BDoc type • Analyze BDocs in Display BDoc Messages • Determine the flow contexts for a BDoc type BDoc types are the main data structure within the CRM Middleware for data processing. The internal structure of BDoc types can be viewed using the BDoc Modeler. A BDoc message with its content and processing status can be viewed using the Display BDoc Messages function. BDoc messages are processed within the CRM Middleware by several services. The services that are called for a BDoc type can be looked up by displaying the flow contexts.

1-1

Examine the structure of a BDoc type. 1-1-1 Start the BDoc Modeler. 1-1-2 Determine the structure of the messaging BDoc type used for the exchange of business partners in the BDoc flow.

1-2

View a BDoc message. 1-2-1 Start the Display BDoc Messages function. 1-2-2 Select a BDoc in status Confirmed (Fully processed) or in error status. 1-2-3 Examine the BDoc header, the extension data, the receivers of the message, and error messages if they exist.

1-3

Determine the flow contexts for a BDoc type. 1-3-1 What flow contexts for the messaging BDoc type are used for business partners? __________________________________________________ __________________________________________________

© SAP AG

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Unit:

CRM Middleware

Topic:

Replication Administration

At the conclusion of this exercise, you will be able to: • Use the Administration Console to view CRM Middleware administrative data • Create and replicate a business partner As a Middleware administrator/consultant/responsible employee, you are in charge of administering the data replication from the CRM Middleware to external systems. Your role is to define sites and subscribe sites to publications. This exercise deals with the basic tasks of CRM Middleware administration that is, using (creating) sites and subscribing sites to publications. Your tool to perform these tasks is the Middleware Administration Console.

2-1

Familiarization with the Administration Console 2-1-1 Start the Administration Console. 2-1-2 View all site details. Sites of what site types are displayed? __________________________________________________ Sites of what other site types may also be created? __________________________________________________ What are the differences between a site with site type R/3 and a site with site type Mobile Client ? __________________________________________________ View the details on an SAP R/3 site shown on your logon sheets. What is the RFC destination of the site and what is the logical system? __________________________________________________

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2-1-3 Examine the existing publications and subscriptions. View all subscriptions of the SAP R/3 site shown on your logon sheets. Where do you find all subscriptions for a publication? __________________________________________________ Are there criteria values assigned to the subscriptions? __________________________________________________ 2-2

Create a new business partner. 2-2-1 Examine in the CRM system and in the SAP R/3 system whether a business partner with your name exists. The path in the SAP R/3 system is Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Display → Sales and Distribution (transaction VD03) 2-2-2 Create a business partner (person) with the role Sold-To Party on the CRM Server. If a dialog box displays, confirm it with Create. Tab Rider

Field

Value

Address

Title

Mr. or Ms.

First name

Your choice

Last name

Your choice

Language

En

Postal Code

10000

City

Paris

Country

FR

Transportation Zone

0000000001

Correspondence language

En

Central Data

Please write down the number of your business partner. __________________________________________________ 2-2-3 Check whether the business partner now exists in the SAP R/3 system. The path in the SAP R/3 system is Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Display → Sales and Distribution (transaction VD03)

© SAP AG

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Unit:

CRM Middleware

Topic:

Initial Data Load (from SAP R/3 to CRM)

At the conclusion of this exercise, you will be able to: • Set filter objects for an object to be loaded • Perform the initial load • Monitor the load The exchange of data with external systems is a main task of the CRM Middleware. You need to transfer customizing and/or business data to the CRM Server and from the CRM Server to other systems, for example, to back-end systems for further execution. Technically, the initial load demands that several steps be taken before (parameter settings, replication administration, customizing of the CRM applications, and so on) and it is a prerequisite for the delta load of change objects.

You want to load customizing objects for the first time from an external system into the CRM Server. Because the back-end system used in this exercise is an SAP R/3 system, you will use the R/3 Adapter functionality. 3-1

Compare the tables in the source system and in the target system. View the (customer-defined) customizing table ZCR540_## in the SAP R/3 system. Use transaction SE11 to go to the Data Dictionary, enter ZCR540_## for Database Table and choose Display. Here the structure of the table ZCR540_## is shown. To view the table contents, choose Contents button or choose Utilities → Table contents→ Display. The same table exists on the CRM Server (use the same transaction and the same path). However, here the table is still empty.

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3-2

Now you set your load filters. Since the back-end system for the exercise is an SAP R/3 system, you use the R/3 Adapter functionality. What transaction will you use to set the filter? __________________________________________________ You want to filter the data load for the Country field. Select one country from the source table.

3-3

Now perform the initial load for your table ZCR540_##. What transaction will you use to perform the load? __________________________________________________ What data are you required to enter? __________________________________________________ Do not start the initial load until you complete the following exercise.

3-4

Where can you monitor the load? Check the system and name a few possibilities. __________________________________________________

3-5

© SAP AG

To view the table contents on the CRM Server, choose Utilities → Table contents→ Display.

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Unit:

CRM Middleware

Topic:

Monitoring of Data Loads

At the conclusion of this exercise, you will be able to: • Monitor a data load

Monitoring plays an important part in the data exchange. It will be the task of the responsible person to monitor not only the technical functioning (queues scheduling, RFC calls) but also individual BDoc messages to undertake corrective actions, for example, to correct customizing errors.

4-1

In the SAP R/3 system, change the P.O. Box number in the address data of your business partner from the exercises for the topic Replication Administration, then save and verify if the CRM system has received the change. Go to change mode for exercise reasons and do not leave that transaction. Path in the SAP R/3: Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Change → Sales and Distribution (transaction VD02) The change is not displayed as the inbound processing has been interrupted. The instructor has deactivated the standard RFC scheduler via Middleware → Administration → Register/Deregister Queues, select R3A and register.

4-2

Because the inbound processing has not yet taken place, you may view the relevant inbound queue (open a new session). Try and find the data contained in a logical unit of work (LUW).

4-3

After your instructor has registered (activated) the standard RFC scheduler again, verify if your change can be displayed in the CRM system. Verify if the data is still in the inbound queue.

4-4

Where do you receive error information if your change is not displayed?

4-5

Perform the action suggested by the error message. Exit the transaction. You do not need to save.

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4-6

Try and reprocess your BDoc. Enter the copied BDoc ID number in the selection screen. Refresh the screen. What happens? ________________________________________________________

4-7

© SAP AG

Check if the change is now displayed for your business partner.

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Solutions Unit:

CRM Middleware

Topic: BDocs and Flow Contexts

1-1

Examine the structure of a BDoc type 1-1-1 Start the BDoc Modeler. Middleware → Development → BDoc Modeler (transaction SBDM) 1-2-2 Determine the structure of the messaging BDoc type used for the exchange of Business Partners in the BDoc flow. When you use the transaction for the first time, a dialog box asks for a display selection. For the exercise, select BDoc Class Messaging. Later on, you may change your selection by using the Filter button or CTRL+F6. The messaging BDoc type used for the exchange of Business Partners is called BUPA-MAIN. It is marked as a messaging BDoc type and has the site types R/3, Idoc and XML assigned. The header CRMW_BUPA_MAIN contains among other things the BP number and the BP GUID. The extension is labeled Related Data Type, for BUPA_MAIN it is named BUS_EI_MAIN. It may be viewed using transaction SE11 (Data Dictionary).

1-2

View a BDoc message. 1-2-1 Start the Display BDoc Messages function. Middleware → Monitoring → Message flow → Display BDoc Messages (transaction SMW01) 1-2-2 Select a BDoc in status Confirmed (Fully processed) or in error status. Enter the BDoc type, the send date and time, and the BDoc state, and choose Execute. 1-2-3 Examine the BDoc header, the extension data, the receivers of the message, and error messages if they exist. The BDoc header and the other segments can be viewed using the Classical Data button. Before CRM 3.0, BDocs possessed only classical data. The extension which only exists for messaging BDocs can be viewed using Extension Data. A list of receiving sites is given using Receivers. There you will also find error messages if there are any.

© SAP AG

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1-3

Determine the flow contexts for a BDoc type. 1-3-1 What are the flow contexts for the messaging BDoc type used for Business Partners? Middleware → Message Flow → Display and Check Flow Definitions Enter the BDoc type BUPA_MAIN and choose Execute. The system will now display the available contexts for the BDoc type. Depending on the contexts, services (function modules) are called. The Replication Wrapper calls the Replication service. The function module SMW3_ OUTBOUNDADP_CALLADAPTERS calls the outbound adapter. Flow steps not displayed in Define and Check Flow Definitions: After the inbound data are placed in qRFC queues (for SAP R/3 systems or Mobile Clients), the qRFC Scheduler reads the data and calls function modules of the (Mobile Client) Inbound Adapter or the R/3 Adapter depending on the queue type. Subsequently, the (Mobile Client) Inbound Adapter or the R/3 Adapter start the BDoc flow. The Validate service is called without being mentioned explicitly in the flow context.

© SAP AG

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2-1

Unit:

CRM Middleware

Topic:

Administration Console

Familiarization with the Administration Console 2-1-1 Start the Administration Console. Start the Administration Console with transaction SMOEAC or from the menu: Middleware → Administration → Administration Console 2-1-2 View all site details. Sites of which types are displayed? The object type Sites contains all sites that exist in the CRM Middleware. Enter the object type Sites and press the button Display objects. Sites of the following site types are displayed: CDB, CRM, Mobile Client, R/3. The site types CDB and CRM are preconfigured by SAP (including their RFC destination None). Sites of what other site types may also be created? The other possible site types are: External Interface for IDocs and External Interface for XML. Other site types such as My Site Type or SAP Example cannot be used. The site type concept controls primarily the (generic) Outbound Adapter functionality. Since the ASCII Adapter is not used for exporting data and the (generic) Outbound Adapter functionality is not used, there is no site type ASCII. What are the differences between a site with site type R/3 and a site with site type Mobile Client? Besides the technical implementation, the site attributes differ. The sitespecific outbound queues of the R/3 site are not displayed. View the details on an R/3 site shown on your logon sheets. What is the RFC destination of the site and what is the logical system? Choose Site Attributes to view the RFC destination of the site and its logical system. 2-1-3 Examine the existing publications and subscriptions. View all subscriptions of the R/3 site shown on your logon sheets. Where do you find all subscriptions for a publication? All subscriptions of a site are listed for the object type Site → → → Subscriptions

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You can view the subscriptions for a particular publication by selecting the object type with Publications → . Are there criteria values assigned to the subscriptions? Whether criteria can be (or have to be) used depends on the replication type of the relevant publication. Publications of type simple bulk (msg) for messaging BDocs and of type bulk(s) for synchronization BDocs cannot be filtered using criteria values. 2-2

Create a new business partner. 2-2-1 Examine in the CRM system and in the SAP R/3 system whether a business partner with your name exists. In SAP R/3, use transaction VD03 or this path: Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Display → Sales and Distribution In the CRM system, choose Master data → Business Partner (BP) → Maintain Business Partner A partner with your name should not exist in either of the systems. 2-2-2 Create a business partner (person) with the role Sold-to Party on the CRM Server. If you receive a dialog box, confirm it with Create. Master data → Business Partner (BP) → Maintain Business Partner Enter the address information and correspondence language:: Field Name or Data Type

Values

Address tab Title

Mr. or Ms.

First name

your choice

Last name

your choice

Language

En

Postal Code

10000

City

Paris

Country

FR

Transportation Zone

0000000001

Central Data tab Correspondence language

En

Please write down the number of your business partner.

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2-2-3 Check whether the business partner exists now in the SAP R/3 system. In SAP R/3, use transaction VD03 or this menu: Logistics → Sales and Distribution → Master Data→ Business Partners → Customers → Display → Sales and Distribution Search for the business partner with your name and display the business partner. Your business partner should now exist in the SAP R/3 system.

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Unit:

CRM Middleware

Topic:

Initial Data Load (Example SAP R/3 to CRM)

You want to load customizing objects for the first time from an external system into the CRM Server. Because the back-end system used in this exercise is an SAP R/3 system, you will use the R/3 Adapter functionality. 3-1

Compare the tables in the source system and in the target system. View the (customer-defined) customizing table ZCR540_## in the SAP R/3 system. Use transaction SE11 to go to the Data Dictionary, enter ZCR540_## as the database table and choose Display. Here the structure of the table ZCR540_## is shown. To view the table content, choose Contents or choose Utilities → Table contents → Display. The same table exists on the CRM Server (use the same transaction and the same path). However, here the table is still empty.

3-2

Now you set your load filters. Since the back-end system for the exercise is an SAP R/3 system, you use the R/3 Adapter functionality. To set the filter, use transaction R3AC3 or choose: Middleware → Data Exchange → Object Management → Customizing Objects You want to filter the data load for the Country field. Select one country from the source table. Select the line with customizing object ZCR540_##_D0, click Choose, go to Tables/Structures, choose Display → Change and choose Filter. Set the Source Site Name (the name of your SAP R/3 site in the Administration Console) and enter Country, the field name with which you want to filter the data. Set the operator to Equality=Low and enter a country from table ZCR540_## in field Low (## = your group number).

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3-3

Now perform the initial load for your table ZCR540_##. What transaction will you use to perform the load? Middleware → Data Exchange → Initial Load → Start What data are you required to enter? You need to enter the name of the load object (ZCR540_##_D0) and the name of the source site (our SAP R/3 system). The possible sites (R/3 site and the CDB) have been defined for the adapter object. The load may be processed immediately or the instructor may schedule a background job: Choose Program → Execute in background. Confirm the Background print parameters, enter the start time (for example, immediately) and choose Save. Before you start the initial load, please complete the following exercise.

3-4

Where can you monitor the load? Check the system and name a few possibilities. Middleware→ Data Exchange → Initial Load → Monitor Objects Enter the object name ZCR540_##_D0 and choose Execute. Use Refresh to update the display. The same transaction can be found via Middleware → Monitoring → Data Exchange → Monitor Objects Or use Middleware → Monitoring → Central Monitoring → Monitor Cockpit Runtime information → Adaptor Status Information → Initial Load Status → Load Status or Inbound Queues in CRM Server from OLTP system

3-5

© SAP AG

To view the table contents on the CRM Server, choose Utilities → Table contents→ Display.

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4-1

Unit:

Monitoring and Error Handling

Topic:

Monitoring of Data Loads

Change the P.O. Box number in the address data of your business partner from the exercises of unit Replication Administration in the SAP R/3 system, save and verify if the CRM system has received the change. Go to change mode for exercise reasons and do not leave that transaction. Use transaction VD02 or this path in the SAP R/3 system: Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Change → Sales and Distribution Path on the CRM Server: Master data → Business Partner (BP) → Maintain Business Partner The change is not displayed because the inbound processing has been interrupted. The instructor has deactivated the standard RFC scheduler via Middleware → Administration → Register/Deregister Queues Choose R3A and register.

4-2

Because the inbound processing has not yet taken place, you may view the relevant inbound queue (open a new session). Try and find the data contained in a logical unit of work (LUW). Middleware → Monitoring → Queues → Display Inbound RFC Queues (transaction SMQ2) The queue name is R3AD_CUSTOME0000xxxxxx (xxxxxx stands for your customer number). Queue names are controlled by the CRM Server Applications. Because the CRM Middleware has not processed the data yet, the conversion from the BAPI structures into a BDoc has not taken place. To view the data, choose: Middleware → Monitoring → Queues → Display Inbound RFC Queues (transaction SMQ2) Select the queue line, choose Display selection, select the line and click Choose, choose Display LUW. The logical unit of work (LUW) contains the data in a BAPI structure. You’ll find your P.O. Box number by using the Find button. Enter your P.O. Box number with a blank between the digits.

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4-3

After your instructor has registered (activated) the standard RFC scheduler again, verify if your change can be displayed in the CRM system. Master data → Business Partner (BP) → Maintain Business Partner The data has not changed. Verify if the data is still in the inbound queue. Middleware → Monitoring → Queues → Display Inbound RFC Queues (transaction SMQ2) The CRM Middleware has processed your data.

4-4

Where do you receive error information if your change is not displayed? Middleware → Monitoring → Message Flow → Display BDoc Messages (SMW01) Identify the BDoc with the data of your business partner. Select the BDocs of type BUPA_MAIN, choose Links (or Links Environment). Both the Overview and Detail View show the BP number with the BP name in the Description field. Go back and check the BDoc for any error information. Copy the BDoc ID number for later use. In the Display BDoc Messages screen, select your BDoc and choose Error (or Display Error Segments).

4-5

Perform the action suggested by the error message. Master data → Business Partner (BP) → Maintain Business Partner Leave the transaction. You do not need to save.

4-6

Try and reprocess your BDoc. Enter the copied BDoc ID number in the selection screen. Refresh the screen. What happens? Middleware → Monitoring → Message Flow → Display BDoc Messages (SMW01) Select your BDoc in error status, go to BDoc message → Process → Retry to process or use the appropriate button Retry to process Message. Your BDoc, which had been in error status, has now Confirmed status. The BDoc flow Validate caused the writing of the data to the CRM database. This change to the CRM database triggered a new BDoc flow (Notification), which in turn created a new messaging BDoc, which this time is destined for any receivers identified by the Replication Service (for example, a back-end system or the synchronization in case the mobile bridge for the BDoc type has been activated). The synchronization flow calls the Replication and Realignment Service to write the data to the CRM database and initiate realignment, if necessary, for mobile clients.

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4-7

Check if the change is now displayed for your business partner. The change should be displayed now.

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SAP Solution Manager: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

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Overview of SAP Solution Manager Project Creation and Configuration

© SAP AG 2003

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SAP SAP Solution Manager Solution Manager


© SAP AG 2003

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SAP Solution Manager: Unit Objectives At the conclusion of this unit, you will be able to: Explain the benefits from using the SAP Solution Manager on your implementation project Create a project using the preconfigured business scenarios Configure the business scenarios of a project

© SAP AG 2003

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Challenges of Sophisticated System Environments

Global operations

Î Î Î Î Î Î

Different locations Different countries Different languages Different time zones Central vs. distributed Global planning

Heterogeneous solutions

Î Î Î Î Î

Different applications Different technologies Different vendors Point-to-point integration Custom-made solutions

C o r e B u s in e s s P r o c e s s a n d S o lu tio n L a n d s c a p e T T yy pp iicc aa ll S S yy ss tt ee m m LL aa nn dd ss cc aa pp ee tt oo bb ee IIm m pp llee m m ee nn tt ee dd S u p p ly C h a in M anagem ent

Business processes

C o n fig u r e V e h ic le Loads

W a reh o u s e M anagem ent S y s te m s

S A P R /3 S to c k T ra n s fe r O rd e r

C u s to m e r S y s te m

C RM P r ic in g C o n d itio n s P r o m o tio n

1 4 0 d iffe re n t in te rfa c e s

R e p le n is h m e n t

S a le s O rd er

D e liv e r y N o te

P la n R e p le n is h m e n t

S h ip m e n t S h ip m e n t

A C S IS B arco d e R eader in n s m a ll w a re h o u s e s

G oods Is s u e

T ra n s p o rt P la n n in g S y s te m C a r r ie r S e le c tio n U p d a te S h ip m e n t S ta tu s

S a le s O rd e r R equest to c h a n g e S a le s O r d e r a n y tim e

C o n d itio n s

C a r r ie r S y s te m R equest

A c c e p t? N o / Yes

A p p o in tm e n t

S c h e d u le

In tr a n s it

In v o ic e

R e c e iv e O rd e r In v o ic e

Î Web Enabling Î Global Planning Î ATP

New technologies © SAP AG 2003

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Rationale for SAP Solution Manager Support of Distributed Systems Support delivery platform to enable SAP to deliver optimal standardized services and support for distributed systems

Lower Total Cost of Ownership Service and tool platform to optimize implementation, go-live, and operation of your SAP solutions, for example, by speeding up your return on investment

Tailor-Made Solution Use those functions within SAP Solution Manager that are most applicable for your solution

© SAP AG 2003

SAP Solution Manager is the customer platform for efficient implementation and operation of SAP solutions. y Onsite platform to support key implementation activities y Key AcceleratedSAP (ASAP) implementation concepts y Enhanced concepts to encompass the specifics of SAP solution implementation y Integrated platform to support implementation and operation of SAP solutions

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How SAP Solution Manager can help you implement mySAP Business Suite? Target Group SAP R/3 customers extending to mySAP New mySAP customers

Goal Implement new or additional SAP CRM, SRM, SCM, and other scenarios

Benefits Accelerated implementation projects Project handling support Documentation management in integrated knowledge warehouse Seamless information integration between project phases Centralized blueprinting, configuration, testing and document management Integration of non-ABAP and non-SAP components © SAP AGbenefit 2003 © SAP AG 2003, How you from the SAP Solution Manager 3.1, Matthias Melich

The SAP Solution Manager supports you in all phases of the evaluation and implementation. You can perform the following activities in an evaluation and implementation project with the SAP Solution Manager: y Project Preparation: Define project and system landscape y Business Blueprint: Evaluate business processes, describe business scenarios and business processes in Business Blueprint y Realization: Configure, compare and distribute customizing, set up test system, organize test

The SAP Solution Manager also supports cross-project functions: project analysis and roadmaps. The Roadmaps are part of the SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a mySAP.com implementation. The Roadmaps provide links to accelerators and tools, which perform project tasks and lead you through a project step by step.

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Support for Implementation and Operations Platform for Planning, Implementation and Operation of SAP Solutions Across All Systems Implementation

Business Business Blueprint Blueprint Scoping Scoping Installation Installation and and Configuration Configuration Test Test

SAP SAP Solution Solution Manager Manager

Providing tools, content, procedures and services to implement and operate your mySAP.com solution

Operations

Services Services for for Operations Operations Solution Solution Monitoring Monitoring Support Support Desk Desk

© SAP AG 2003

The SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. This platform supports the business solution life cycle, from the Business Blueprint to configuration to production operation. The SAP Solution Manager offers central access to preconfigured content, tools, and methodology, which you can use during the evaluation and implementation of your systems.

For the implementation, you receive in the SAP Solution Manager: y Content for evaluating and implementing business solutions, predefined by SAP y The AcceleratedSAP (ASAP) methodology for the implementation of business solutions y Tried and tested implementation and test tools, for example, the Implementation Guide (IMG) or the Test Workbench y An authoring tool that you can use to create your own project templates for your implementation project. This makes the SAP Solution Manager an ideal tool for SAP partners and companies involved in global rollouts.

The SAP Solution Manager services for operations allow 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 and run your own solution support.

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Delivery of SAP Solution Manager Customer Customer

SAP SAP

Add-On CD

Customer Landscape

• new and/or updated content • for main releases

CRM CRM

SCM SCM

SAP Service Marketplace

4.6C 4.6C

• content corrections • according to support packages OSS


• content correction notes • continuously

Content upgrades: SP01 = ST-ICO100, SP03 = ST-ICO110 (see menu System → Status): enhancements/new scenarios added © SAP AG 2003

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SAP Solution Manager: Feature Summary SAP Solution Manager Runs on SAP Basis technology Can service all SAP technologies Integrates non-SAP products

CRM

Centralizes

APO

Process descriptions

SAP R/3

Documentation

Testing

Configuration and Customizing

Note handling

Monitoring

Service delivery and execution

Landscape definition

Is free of charge


© SAP AG 2003

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SAP SAP Solution Manager Solution Manager


© SAP AG 2003

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SAP Solution Manager as a Central Platform Customer's System Landscape 4.5B 4.5B 4.5B 4.5B 3.1I 3.1I

CRM CRM

SCM SCM

3.1I 3.1I

4.6C 4.6C

DEV

© SAP AG 2003

SCM SCM

4.5B 4.5B Legacy Legacy

Legacy Legacy CUS CUS

CUS CUS

CRM CRM

Pr

oc co ess nf -or ig ie ur nt at ed io n

3.1I 3.1I 4.6C 4.6C

SCM SCM

CRM CRM

Legacy Legacy

ing CUS CUS or y 4.6C 4.6C t i r n e o QAS v i M l e n Integrated Testing utio e D l vic g o r S e l in S nd PRD a eH ag Solution s s Me

Landscape


With this infrastructure at the customer’s site, you have the following advantages: y SAP Solution Manager collects data from all connected systems, thereby helping you to access all necessary information on the connected systems much more quickly. y SAP Solution Manager keeps an up-to-date overview of the whole solution with processes and dependencies. y With the SAP Solution Manager, you can implement and test solutions, monitor and maintain solutions, and support users. y The SAP Solution Manager allows you to spend less time on finding errors and information and get quicker and better support.

With SAP Solution Manager, SAP is able to deliver excellent support not only for single systems, but also for a customer’s entire solution.

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SAP Solution Manager in Implementation SAP Solution Manager in Implementation Project Preparation

Project activities

Project phase

Cross functions

Project definition

Business Blueprint

Realization

Define Business Blueprint

Customizing synchronization

Final preparation

Go Live & Support

End-user training and documentation

Configuration Define system landscape

Set up DEV landscape

Developments

Data transfer

Authorization

Solution Review

Testing

Project Administration Issue Tracking, Monitoring, Reporting Roadmaps

© SAP AG 2003

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Roadmap in Detail

Graphical entry into and status overview of your project

Phase-driven approach for Phase Phase-driven functional and technical implementation and ongoing operation activities

Links to accelerators for your project phase © SAP AG 2003

The Roadmaps are part of SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a mySAP.com implementation. The Roadmaps provide links to accelerators and tools, which can be used to perform project tasks.

You can download the project structure or a roadmap into Microsoft Project to plan your project using the data in the project structure or roadmap.

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Project Preparation – Define Project

Implementation Project Implementation of SAP solutions Template project – creation of re-usable solutions re re-usable

Project Administration Choose your project type Define general project data

Person responsible for the project Language of the project Overall project status Project time frame for plan and actual data

© SAP AG 2003

Existing projects are displayed in the project overview of the SAP Solution Manager.

The project types delivered with the SAP Solution Manager allow you to differentiate between different types of projects: implementation or template projects.

An implementation project is selected for single-site implementations. When you create an implementation project, you can select predefined scenarios from template projects.

A template project is selected for multi-site implementations or can serve as an authoring environment to develop Best Practices created by implementation partners, for example. When you create a template project, you can select predefined scenarios from template projects. You can transport template projects to other SAP Solution Manager systems.

In Project Administration, you maintain general project data, select a predefined scenario as a basis for the project structure, assign project team members, and define project standards. Project standards include the following: y Status values to be used during the project y Keywords as search criteria for documentation in reporting y Documentation types and related templates

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Business Blueprint – Define Business Blueprint Mobile Sales Order to Cash

Internet Sales

Business Process Template

Select your Business Scenarios and related Business Process templates Add Business Process steps from the Business Process repository to your Business Process template

Process Steps

Business Process Repository

Get a graphical display of your componentcomponentspecific or cross-component scenario cross cross-component

© SAP AG 2003

Definition of the Business Blueprint allows you to document the business processes in your enterprise that you want to use in your SAP system. You create a project structure in which relevant business scenarios, business processes and process steps are organized in a hierarchical structure. You can also create project documentation to assign to individual scenarios, processes or process steps. To define how your business processes should run in your SAP systems, you then assign transactions to each process step.

Definition of the Business Blueprint provides you with a detailed description of your business processes and system requirements. You can also print the Business Blueprint document. The project documentation and the project structure that you use during the Business Blueprint phase can also be used during configuration and test organization. y When you configure your business processes, the system displays the project structure you created for the Business Blueprint. You can use the Business Blueprint project structure as a point of orientation during configuration. y You can also display and edit the project documentation from the Business Blueprint phase during configuration. y The project structure from the Business Blueprint forms the basis for all test plans that you create during test organization. The transactions that you assign to process steps in the Business Blueprint are put in test plans during test plan generation. The transactions can be processed as function tests to test the transactions.

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Business Scenario – Process – Process Step – Component View

Solution: mySAP CRM

Business Scenario Quotation and Sales Order Management

Visualized by

Process Component View

Sales Order Processing

Check availability

Process Step

© SAP AG 2003

A solution is the commercial name of a collection of capabilities for key functional areas. The delivery of a solution includes all application components that are required to implement all business scenarios, processes and process steps licensed to the customer. Examples of solutions are mySAP CRM and mySAP SCM.

A business scenario is a set of processes that define a business task in a comprehensive and selfcontained manner on a macro level. Examples of business scenarios are Quotation and Order Management and Catalog and Order Management.

A business process is a set of logically related tasks performed to achieve a defined business outcome. It can involve several products and components. A business scenario consists of one to n processes. An example of a business process is Quotation Processing.

A business process step is the smallest independent entity in a business process in mySAP.com that takes place in one product or component. A process consists of a sequence of process steps. Examples of business process steps are create sales order and check availability.

A product is a business-oriented collection of software components. It is equivalent to the component view in business scenario modeling. Products have releases. A defined list of products exists. Examples of products are SAP BW and SAP APO.

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Business Blueprint – Create Project Documentation

Central storage of all project documentation in SAP Knowledge Warehouse Functions to create, edit, store, and upload and download documentation Predefined templates and document types for

Scenario descriptions, diagrams, installation guides

Customer input

Interfaces, forms, reports

Creation of own templates Reporting features to track and filter on documents © SAP AG 2003

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Realization – Configure Business Processes

Re-use of Customizing Re Re-use via BC Sets, for example, in a rollout location

Customizing via Implementation Guide (IMG)

Configuration of process requirements specified in the Business Blueprint Automatic assignment to transactions and BC Sets through use of objects from the Business Process repository

Assign test cases

© SAP AG 2003

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Structure and Assignments mySAP CRM Basic Settings for CRM 4.0

All configuration steps required to set up a business scenario and have the following items assigned ...

General Settings Communication Settings Generation of Middleware

•

Reorganization ... Basic Settings for

Link to

Basic Settings for

•

•

Quotation & Order Management Business Processes

IMG activity in any SAP system of your scenario landscape Transaction in any SAP system of your scenario landscape Scenario configuration documentation

... in the right order

Inquiry Processing Quotation Processing Sales Order Processing © SAP AG 2003

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Configuration Support Across Systems

SAP R/3 Project mySAP CRM Basic Settings for CRM 4.0 General Settings Communication Settings Generation of the Middleware


Reorganisation ... Basic Settings for Basic Settings for Marketing Planning Business Processes Marketing Plan Preparation Marketing Budget Planni ng

SAP BW

1. 2. 3. 4. 5. 6. 7.

SAP CRM

Marketing Plan Analysis

SAP APO SAP Solution Manager replaces the Configuration Guides that were written by information developers

...

© SAP AG 2003

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CRM Business Content on Process Step Level Scenario documentation Configuration information Link

Quotation & Order Mgmt Quotation Processing Create quotation Enter products

Sales Order Processing Create sales order Check availability

Scenario

Process

Transaction/URL IMG activity

CRM

Transaction/URL IMG activity

Transaction/URL IMG activity Transaction/URL IMG activity

CRM

APO

Process Step

R/3

Development/Test Development/Test © SAP AG 2003

In the development and test phase, the application development refines the business process hierarchy for each component view, by adding business and configuration-relevant information (business content). This structure is the basis for the implementation of the scenario.

Business content can be application transactions to reflect the business process in the system, configuration information such as IMG activities or BC Sets, and documentation.

The following assignments are mandatory according to the standards: y Scenario documentation y Configuration guide (as a structure) y Transactions and URLs y IMG activities

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How to Configure a Business Scenario 1 Assigned to Configuration Structures Common Basic Settings

Business Scenario

Business Scenario Settings

2 Assigned to Business Scenarios, Processes and Process Steps

© SAP AG 2003

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Produce Your Own Configuration Guides


mySAP CRM Configuration Guides

Project-specific Configuration Guides © SAP AG 2003

SAP CRM 4.0 business scenarios are designed to help customers to reduce costs, to increase revenue, and to increase customer satisfaction. They support nested business processes in Sales, Service, and Marketing across various interaction channels.

With the current release of mySAP CRM, the SAP Solution Manager provides preconfigured CRM content in the form of 280 prepackaged business processes with a heavy emphasis on the requirements of 23 industries. More than 90 pre-packaged business scenarios with 130 variants are offered in all key functional areas of the mySAP CRM solution portfolio: Marketing, Sales, Service, Analytics, Field Applications, Interaction Center, E-Commerce, and Channel Management. Presently 15 business scenarios are specifically designed for ten different industries, and the number of predefined Business Scenarios is constantly growing. The industries covered include Oil & Gas, Consumer Products, Service Provider, Media, Automotive, Pharmaceuticals, Public Services, Utilities, Telecommunications, and High Tech.

The business processes are displayed graphically using the SAP Component Views.

The CRM business content is shipped exclusively through the SAP Solution Manager. Regularly updated content can be downloaded from the SAP Service Marketplace at service.sap.com.

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SAP Solution Manager: Unit Summary You are now able to: Explain the benefits from using the SAP Solution Manager on your implementation project Create a project using the preconfigured business scenarios Configure the business scenarios for a project

© SAP AG 2003

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People Centric CRM: Course Agenda Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

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People-Centric CRM

Introduction to People-Centric CRM SAP CRM 4.0

© SAP AG 2003

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People-Centric CRM: Unit Objectives At the conclusion of this unit, you will be able to: Describe the technical infrastructure List the main Implementation steps for People-Centric CRM Customize relevant parts of SAP CRM 4.0 and SAP Enterprise Portal 5.0

© SAP AG 2003

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Introduction to People-Centric CRM

People-Centric People-CentricCRM CRM

Introduction to People-Centric CRM Technical Infrastructure Implementing People-Centric CRM Customizing People-Centric CRM

© SAP AG 2003

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People-Centric CRM – Benefits

Based on Browser technology (no additional installation on client side) Intuitive and easy to learn (same patterns for navigation and layout used on all screens) Easy to develop with predefined elements Easy to adapt and modify

© SAP AG 2003

User-friendly user interface: Intuitive and recognizable interaction design Easy navigation and Web-like behavior Preconfigured user roles: Preassembled content for complete business tasks Easy adaptation of the roles for specific needs Knowledge Management (KM): Users want easy access to the knowledge of the entire enterprise through a single point of access. Documents should be displayed within their specific context (for example, a CRM transaction). This context should be automatically accessed from the KM search result list. Personalization and configuration: Users require personalization options to adapt content to their liking. User interface needs to be flexible and configurable to embrace customer-specific business requirements.

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People-Centric CRM – Solution mySAP CRM People-Centric User Interface 3. Integration between portal and application

1. Portal mySAP Enterprise Portal Easy access to multiple applications and sources Pre-configured user roles

Role-based screen appearance

Context-aware navigation CRM Knowledge Management

2. Applications with pattern-based interaction design

Personalization and configuration

User-friendly user interface Based on Web Dynpro Technology Pattern-based screen designs for intuitiveness and consistency Support for occasional and specialized users

© SAP AG 2003

Role-based screen appearance: Different roles can have different views on applications. Context-sensitive navigation: Application assigned to the role is shown only with the view assigned to this specific role when you navigate to it through links. For example, navigating from Accounts to Products via links opens the product application with the role-specific view directly, with the specific product in focus.

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Introduction to People-Centric CRM User-friendly user interface Preconfigured user roles Knowledge Management (KM) Personalization and configuration

Technical Infrastructure Implementing People-Centric CRM Customizing People-Centric CRM

© SAP AG 2003

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People-Centric CRM and mySAP Enterprise Portal People-Centric CRM runs on SAP Enterprise Portal 5.0 and 6.0 SAP Enterprise Portal 6.0 An evolution of the proven SAP Enterprise Portal 5.0 Enhanced features such as double-byte; more operating systems supported

Knowledge Management (KM) SAP EP 6.0 KM features are also available with SAP EP 5.0 SP05 People-Centric CRM on SAP EP 5.0

People-Centric CRM on SAP EP 6.0

© SAP AG 2003

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Technical Components in mySAP Enterprise Portal

Detail navigation

TopTop-level and secondsecond-level navigation

iViews

Portal pages are structured in worksets (navigation element)

Portal page

© SAP AG 2003

Portal content consists primarily of iViews. Each iView brings to the portal desktop specified data from an information resource such as a relational database, ERP system, CRM system, enterprise application, collaboration tool, e-mail exchange system, intranet or the World Wide Web. iViews return up-to-theminute information each time they are launched. iViews are generally displayed through portal pages. You can import predefined pages or create your own pages. The page definition includes a list of associated iViews and layout specifications. Worksets bundle related pages, iViews, and roles. User access to content is determined by role definitions. A portal role is a collection of task-oriented content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles. The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar and the detailed navigation tree. A user navigates through portal content by clicking tabs at top and detailed navigation levels.

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Introduction to People-Centric CRM – CRM Applications in the Portal

CRM application on portal page

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Introduction to People-Centric CRM – The PCC User Interface Is Pattern-Based

Orientation Area Search Area

Result List

Detail Area 1

Detail Area 2

© SAP AG 2003

The screen of the new CRM user interface is separated into different views. Position 1, under Orientation Area to the right of the screen shot, is the Search Request view, which gives the user different options for searching objects (predefined search, fast entry, advanced search). Position 2 is the Search result view, which displays the search results in a list. Positions 3 and 4 contain detail views, which display detailed information to the objects of the result list. The description of this structure of the screen has to be done for each application (transaction) in the main Blueprint table. The Blueprint tables contain parameters for the construction of the views.

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Introduction to People-Centric CRM – Consistent Look and Feel

Orientation Area Search Area Result List

Detail Area 1

Detail Area 2

One generic, pattern-based design for all tasks © SAP AG 2003

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Introduction to People-Centric CRM – Role Concept Individuals perform

different job functions, business activities, and tasks.

People-Centric CRM packages all content needed to perform a job function as a role A role consists of worksets for each business activity Each workset provides pages containing iviews and external services to access all underlying applications needed to perform a task

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Reason for Creating a Role By creating roles, you are able to assign different pieces of content to different groups of users. Role 1

Role 2 Group 1

Content 1

Content 2

User 1

Content 3

Group 2

Content 4

Content 5

© SAP AG 2003

The role is one of the central concepts of the mySAP Enterprise Portal. A role is a collection of tasks, services and information for a group of users. The role defines which service and information the user should be able to access and the activities he or she may perform. The role also defines how the visualization of the contents and the navigation structure within the mySAP Enterprise Portal. A role may contain all kinds of information and combines everything the user will see on his or her mySAP Enterprise Portal. Roles are stored in the Portal Content Directory (PCD). In the SAP Enterprise Portal 5.0, the PCD is a file system in which the objects necessary to build roles are stored. User access to content is determined by role definitions. A portal role is a collection of content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles. The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar, and the detailed navigation tree. The top-level navigation bar is a series of tabs in the title area of the portal header. A user navigates portal pages and services by clicking tabs in the top-level navigation bar. A page can display a detailed navigation tree. The navigation tree presents a hierarchical list of portal pages and services. A user can navigate portal pages and services by clicking on the nodes in the detailed navigation tree. Whether or not detailed navigation trees appear, and the configuration of both the top-level navigation and the detailed navigation is determined by the role definition. © SAP AG

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Different Roles Map to the Same View In today's working environment, customers demand support in creating specialized layouts for the individual requirements of their users.

Activity Management

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Different Roles Map to the Different Views

Activity Management

Sales View

With the help of the CRM view concept, customers can create special layout derivatives. In each role, one or multiple views can be used, allowing for maximum flexibility. In this example, a customer created special views for activity management depending on the department.

Activity Management

Service View

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Easy Navigation Navigation via links Context-aware navigation to related information

Link from overview page to Opportunity Link from Opportunity detail to related Account detail

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Preconfigured Roles in Business Package CRM 3.1 Business Package for SAP CRM 3.1 Customer Sales Manager Sales Representative Service Manager Service Representative Campaign Manager Lead Manager Lead Qualifier Interaction Center Manager Interaction Center Agent Partner Customer Administrator

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Additional Roles with Business Package for CRM 4.0 Business Package for SAP CRM 4.0 Account Manager Brand Manager Trade Marketing Manager Channel Manager Partner Manager (formerly Partner role)

Partner Manager – Channel Commerce Partner Employee Billing Clerk Roles from SAP CRM 3.1 (enhanced)

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Introduction to People-Centric CRM – CRM Knowledge Management

CRM Knowledge Management (KM) is based on the Knowledge Management platform of the Enterprise Portal (EP5.0SP5 or EP6.0).

Partners Partners

Technology Technology

Microsoft Microsoft

Consulting Consulting

IBM IBM

Accenture Accenture

KPMG KPMG

Knowledge Knowledge Management Management platform platform (Services (Services around around information) information)

Various repositories do exist. They include file servers and Web servers.

© SAP AG 2003

The Knowledge Management platform provides access to an organization's unstructured documents with these key functional areas: Content Management – Support of the entire life cycle of documents, including the authoring, storage, management, and display of documents. Document access and management – Functions used to search for and manage information beyond applications, and to search multiple sources with one query Links – Strong links between structured and unstructured information, object links for quick navigation between document content and object content, display of object-specific additional information with documents Process management – Support of complete document life cycle, process support beyond applications, CRM Portal and integrated Knowledge Management solution News management – Ability to process new information in a user-friendly way using graphics, titles, and additional information, structured to categories. News can be adapted for particular recipient groups and deployed to them.

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Introduction to People-Centric CRM User-friendly user interface Pre-configured user roles Knowledge Management (KM) Personalization and configuration


© SAP AG 2003

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People-Centric CRM – Personalization

Personalization means providing the right information for the right person at the right time Personalization has to cover a wide area Personalization must be easy to use.

Personalization is a central purpose of People-Centric CRM to adjust the application to the individual requirements of the user.

© SAP AG 2003

Personalization is a critical success factor for mySAP CRM: Easy customization and personalization enables the user to have the right information at the right place. Personalization enables quick navigation to relevant information. Personalization provides an optimized working environment for users.

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People-Centric CRM – Personalization Options Select portal style Modify content and layout of portal pages Personalize iViews in portal Personalize CRM applications Add objects to or remove objects from favorites Save self-defined search variants

© SAP AG 2003

Making Personalization Settings In the Enterprise Portal 5.0, you can set up different personalized versions. For information about personalizing the portal, go to the SAP Library at help.sap.com and choose SAP NetWeaver → mySAP Enterprise Portal → SAP Enterprise Portal → End User Guide → Working with the Enterprise Portal → Personalizing your Enterprise Portal. For information about personalizing the iViews, go to the SAP Library at help.sap.com and choose SAP NetWeaver → mySAP Enterprise Portal → SAP Enterprise Portal → End User Guide → Working with the Enterprise Portal → Working with iViews → Personalizing iViews. For information about personalizing the pages, go to the SAP Library at help.sap.com and choose SAP NetWeaver → mySAP Enterprise Portal → SAP Enterprise Portal → End User Guide → Working with the Enterprise Portal → Personalizing Pages.

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People-Centric CRM – Select Portal Style

User

Select entry

© SAP AG 2003

Setting Your Enterprise Portal Design Use: You personalize the look and feel of your portal by selecting the style design you prefer from a set of predefined designs that comes with your portal. Procedure Click Personalize Portal in the portal title area. On the Personalize Portal page, click the Portal Design tab. To change the default style of the portal, select a new entry from the Select Design drop-down list. A preview of the selected design is displayed below the list box. Note: The preview feature is only available for Internet Explorer users. Netscape Communicator users see the drop-down list only. Click Apply. Result: The portal style changes to the new design.

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People-Centric CRM – Modify Content

1 2

Channel (or group of iViews) iViews)

Add or remove iViews

Depending on their role, users can add iViews assigned to a channel © SAP AG 2003

Organizing Content on Your Page Use You can adjust the contents of the portal pages to your own needs by adding or removing iViews. You also have access to the iView personalization feature. For more information, see Personalizing iViews. The list of iViews is determined by your user role. The Channel List shows the categories of all the iViews to which your administrator has granted you access permission. The following channels are always displayed: – Page iViews – contains all the iViews on the current page – My iViews – contains all the iViews you defined, for example, search results – Channels defined by your administrator to which you have access Prerequisites: The current page has not been locked by the administrator. When the page is created, the portal administrator defines whether a page can be changed. If you are not allowed to change the current page, the Personalize Page function is deactivated.

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Procedure for Personalizing iViews Click Personalize Page in the portal title area and then select the Content tab. The dialog box lists all the iViews that you can access. Select a channel of iViews in the Channel List by clicking it. The iViews belonging to the selected channel are listed in the iView List. The number of iViews belonging to a channel, as well as the number of iViews located on the current page, is displayed next to the channel name. For example, (2/8) means that 2 of the 8 available iViews in the selected channel already appear on the current page. An asterisk (*) next to the number indicator means that the channel contains an iView that was added during the past week. Select Display Details to display the following information for all the iViews in the list: – Last update date – Name of the iView channel – Short description of the iView content – Name of the data source (if the iView accesses an external data source) – Name of the page (if the iView is already on the current page) Note: To turn the details on or off for a single iView in the list, click the iView name. The check box next to the each iView name indicates whether that iView is currently displayed. Searching for a Specific iView Use: You can search for specific iViews regardless of their category. You can use text or wildcards to search. You can use * or ? as wildcards, where * stands for any number of characters after the insertion point and ? stands for any character at the insertion point. Examples of using wildcards: Searching for Task* will list the following iViews: Task1, Task2, Task of the Week, and Task of the Month Searching for Task? will list the following iViews: Task1 and Task2. Procedure In the Find field, enter a string that appears in the iView title, unique name or description, or use wildcards * or ? as explained above. Click Find. Result: The iViews found are displayed in the iView List and sorted by relevance, where possible. Otherwise, they are sorted alphabetically. Adding iViews to the current page To add an iView to the current page, select the check box next to its name. Click Apply to save your changes. If you do not want to save your changes, click Close. Removing iViews from the current page To remove an iView from the current page, deselect the check box next to its name. Click Apply to save your changes. If you do not want to save your changes, click Close. … © SAP AG

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Modifying the iView List Display (several options) If you want to display only the iView names, do not select Display Details. To display all available information on an iView, either select Display Details or click the name of a specific iView. The iView list is sorted alphabetically by default. You can also sort by date by selecting Date from the Sort by drop-down list. All iViews are displayed in the iView list by default. You can limit the display to those iViews that are currently selected or not selected by choosing Selected or Not Selected, respectively, from the Display drop-down list. The following iView function links are available for each selected iView in the iView list: Personalize accesses the Personalize iView dialog box. For more information, see Personalizing iViews. This link is available only for iViews other than Yahoo iViews. Preview opens the iView in a new browser window. Delete deletes the current iView from the iView list. Note that you can delete only iViews you created yourself (for example, search results).

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People-Centric CRM – Modify Layout

1

2 SAP standards recommend full page, narrow-wide, and narrow-medium-narrow as page layout

Select page layout

Drag iViews to change order © SAP AG 2003

Setting Your Page Layout Use: You can customize the layout of a portal page by defining the width of page columns, and rearranging the iViews displayed on the page. You can also add and remove iViews from the page display. When a page is created, the portal administrator defines whether the page can be changed. If you are not allowed to change the current page, the Personalize Page link is deactivated. Prerequisites: The current page has not been locked by the administrator. Procedure In the portal title area, click Personalize Page. Under Personalize Page, click the Layout tab. In the Select page layout section of the dialog box, specify the column widths you want to use on your page by selecting one of the following radio buttons. The display changes when you click one of the radio buttons. – – – – –

Single full-width column Side-by-side medium columns, each taking up 50% of the horizontal space Narrow + wide columns Wide + narrow columns Narrow + medium + narrow columns (available in 1024x768-screen resolution only)

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Setting Your Page Layout (continued) Specify in which column each iView is displayed. A visual indicator next to the iView tells you in which type of column it is best displayed. The system prompts you about any problems that might occur with regards to your chosen layout. For example, if you choose a wide column for an iView that is normally displayed in a narrow column, a message appears. Click Apply to save your changes. Click Close. Special instructions for IE users Check the iView list and, if desired, change the column type assignments as follows: – Click the iView in question, then drag it to the desired column. Check the order of the iViews in each column and arrange the iViews in the desired order: – Click the iView in question, then drag it to the desired position in the column. Setting Your Page Layout (continued) Special instructions for Netscape Communicator users Check the iView list and, if desired, change the column type assignments as follows: – Click the iView in question. – Click the Left or Right button at the bottom of the screen to move the iView to the desired column. Check the order of the iViews in each column and arrange the iViews in the desired order: – Click the iView in question. – Click the Up or Down button at the bottom of the screen to move the iView to the desired position in the column.

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People-Centric CRM – Personalize iViews in Portal

© SAP AG 2003

Personalizing iViews Use Some iViews can be customized to meet your own needs. For example, if an iView retrieves information on the current weather situation in Hong Kong, you might be able to change the default setting to New York, so that the iView retrieves information on the current weather situation in New York. On the other hand, you might want to change the color or layout settings of an iView. There is no Personalize icon for an External Service running in an iView. The parameters for an External Service can be customized using the Personalize Page function link. For more information, see Personalizing External Services. Some iViews may provide a button for mapping data sources. For information on this feature, see Mapping Data Sources for Single Sign-on. Prerequisites: The administrator has not locked the iView, and the iView has parameters that can be changed. Procedure Click the Personalize icon in the iView title. The iView Personalization dialog box appears. Adjust the parameters as required. Click Preview to view your changes before saving them. If you are satisfied with the preview results, click Save. To return to the original iView settings, click Default.

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People-Centric CRM – Personalize CRM Applications

© SAP AG 2003

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People-Centric CRM – Add Objects to Favorites

Add active object to favorites

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People-Centric CRM – Remove Objects from Favorites

MyFavorites

Remove from favorites

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People-Centric CRM – Self-Defined Search Variants

Name of new search variant

Save search variant

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People-Centric CRM – Configuration Style Design Companies can change the look and feel of the portal to match their corporate identity. Users can choose any theme released by the portal administrator. SAP Portals provides an easy-to-use style editor to create new designs, which produce standard cascading style sheet (CSS) files.

© SAP AG 2003

This slide emphasizes the ability to freely change the Enterprise Portal standard design to fit a specific corporate image. For design changes, solid Web knowledge is sufficient. If the customer's employees do not possess that knowledge, SAP implementation partners can help with the necessary adjustments. Because design is a customer-specific issue, all changes to the standard delivery can be done on a project basis. Benefits of flexible design: Flexibility for customers and users: Customers can create as many styles as they like. Upgrade-safe design: All styles created by the Style Editor can be re-used in future releases. Reduced development costs: No HTML or CSS knowledge is necessary. Support for visually impaired users: A high contrast theme is specially designed to support users with visual impairments. Lower cost of customizing the design: No special training is necessary.

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People-Centric CRM – Configuration Role Editor The Role Editor is a Web-based tool for creating and editing PCD objects (such as roles and worksets).

© SAP AG 2003

Role Maintenance The Role Editor is used for the actual role maintenance. To access the Role Editor, in the administrator role choose Content Admin → Roles. You can find all the functions of the Role Editor in the view area or the edit area. The view area shows you existing roles, worksets, iViews and pages (view on contents of the PCD). In the view area you see all the objects that the Role Editor user can see and use. In the edit area, you can create and modify new and existing roles, worksets and External Services. The work area contains the objects that you are currently editing. Another function in the edit area is the maintenance of properties of individual objects, such as External Services. Creating a New Role In the edit area, select the role you want to create and choose Create. Give the object a name and an ID. The ID may not contain a period (".") symbol. You can optionally enter a description for the role. If required, you can enter a prefix for the ID. If you defined a prefix when you configured the PCD (read also Maintaing Parameters for the PCD), it is displayed automatically. You can also overwrite the suggested prefix. If no value is proposed, the entry is optional.

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Choose Next. Enter the original language for the role. Read also Translation of Roles, Worksets and External Services. Choose Next. Check your entries and choose Finish. Your role is created and displayed in the edit area. At the right you see the properties of the role (such as title and original language). Create your role by: Creating new folders in the role using New Folder and defining a title under Properties Adding pages to folders Adding master iViews to folders Adding External Services to folders Adding objects from Knowledge Management to folders Adding worksets to the role hierarchy – Defining the entry points for top-level navigation. You can define the entry points for folders only on the first level of a role. Read the detailed information under Top-Level Navigation. – Defining the priority for the entry points. Read also Defining the Order of the Entry Points. Save your role. You now see the new role object in the window of the view area. The role does not appear in the view area until it has been saved. If it does not appear after it has been saved, refresh the view area. The role appears in the view area under your ID. Creating a New Role (continued) For more information, read What to Look Out for During Role Maintenance and Assignment of Content Objects to Roles. If you created a role and do not want any one else to use or change it, you can define a warning for this role. In this case select Role is generated in the role properties. If you set this flag and another Role Editor user tries to change your role, a warning is displayed when the role is loaded into the edit area. The roles and worksets delivered by SAP also contain this warning to prevent them from being overwritten. Changing Existing Roles Use: You can also move an existing role to the edit area to be changed. Do not carry out this procedure for roles that do not belong to your own namespace. Use the delta link method instead. Procedure: To change roles, proceed as follows: Select a role in the role catalog in the view area and click on the object. Choose Edit (this changes the original). The object to be edited is moved from the view area to the edit area of the Role Editor. – You can edit the object by adding new entries or removing existing ones. You only see the changes to the edited object in the view area when the role has been saved. – Save your role.

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Result: You have now changed the role directly. This means that the change is visible in all the roles to which this role is added. If a warning is displayed when you move a role to the edit area for modification, the person who created this role has protected it against changes. In this case you should not edit the role.

Modifying Portal Roles Delivered by SAP You should never modify roles delivered by SAP (such as the role for the portal administrator and the Knowledge Management administrator). Always use the procedure described in "Changing Existing Roles". Modification means a change to an object that is not in your namespace. If you want to adjust or change an object that does not belong to your namespace, always use the delta link procedure. Also read Delta Links and Upgrade of Business Packages. Copying a Role Use: You can copy an existing role and then edit the copied version. Procedure Select a role in the role catalog in the view area and click on the object. Choose Create Copy. You now see the copied role with the suffix "CP" after the name in the role catalog below the original role. Move the copied object to the edit area with Edit. Change the copied role by changing the title and name of the role and adding new entries or deleting existing ones. Save your role. The role appears in the view area in the role catalog under its new name.

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People-Centric CRM – Configuration CRM Designer

Graphical, customizing tool with drag & drop features

© SAP AG 2003

CRM Designer is a graphical tool that allows the customer to customize the preconfigured screen layouts in the People-Centric user interface of mySAP CRM. The customer using CRM Designer customizes the screen layout to satisfy specific business needs, depending on the role of the users. The customer can do the following: Remove screen elements such as tabs and fields Move fields on the screen Add new field groups Rearrange tabs Rearrange buttons of a toolbar

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Technical Infrastructure



© SAP AG 2003

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Technical Infrastructure – SAP NetWeaver (1)

Unify and align people, information and business processes

SAP NetWeaver™ People Integration

Integrates across technologies and organizational boundaries

Preconfigured with business content for shorter time-to-value Adapter ecosystem for reduced custom integration

The business foundation for SAP and partners

Portal

Information Integration Business Intelligence


Master Data Management

Process Integration Integration Broker

Business Process Management

Application Platform J2EE

Technical enabler of the Enterprise Services Architecture

Collaboration

WebSphere Life Cycle Management

A safe choice with full .NET and J2EE interoperability & extensibility

Composite Application Framework

Reduce custom integration

Multi-Channel Access

.NET

…

ABAP

andOS OS Abstraction Abstraction DBDBand

© SAP AG 2003

SAP NetWeaver unifies and aligns people, information and business processes, integrating across technologies and organizational boundaries. It is a secure choice with full .NET and J2EE interoperability. SAP NetWeaver is the business foundation for SAP and partners. It powers business-ready solutions that reduce custom integration. Its Enterprise Services Architecture increases business process flexibility. Cross-functional: Built to run across multiple existing applications and companies, providing predictive, actionable business intelligence Composite: User-driven and utility-driven orchestration of business processes and automation of endto-end processes in an adaptable and flexible fashion Collaborative: Enables teams to achieve common goals in a shared business context, provides analytics for team-driven decision making Integrative: Built on platform that unifies people, information and business processes, leverages Web services for automated communication

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Technical Infrastructure – SAP CRM 4.0 and EP 5.0 SP5 CRM Server Host

BW Host SAP Business Warehouse

CRM Server RDBMS

RDBMS

Enterprise Portal Portal Server Host Portal Server

KM Host

Web Server


PageBuilder

Text Retrieval & Information Extraction

iView Server

© SAP AG 2003

With SAP CRM 4.0 and later, the Enterprise Portal is used for People-Centric CRM. The following slides illustrate the technical infrastructure. Requirements for People-Centric CRM (based on CRM 4.0 SP01): Enterprise Portal 5.0 SP05, Patch 1, Hotfix 1, including the Knowledge Management Platform (KM) Business Package for SAP CRM 4.0, 50.1 Business Package for Communication In addition, the Portal Plug-In (WP Plug-in) must be installed on all backend systems. The People-Centric CRM component (PCC 4.0) is integrated into the PCD (Portal Content Directory) of the Enterprise Portal solution using iView technology. For more information, see the related Administration Guide for PCC 4.0.

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Customer

Supplier

Partner

Employee

Business Packages Industry Content

Platform

Content People

Technical Infrastructure – Enterprise Portal 5.0 SP5

Role Content

Subject Content

Functional Content

Yahoo! Content

Portal Framework, Unification

Business Intelligence Platform

Internet Content & Web Services

Operational Systems

Internet

Knowledge Management Platform

Document Storage

© SAP AG 2003

To create a truly effective portal, you need to incorporate all information sources and allow them to interact. Unification provides the ability to connect data from various backend systems. With Drag & Relate, users can easily use all the benefits unification offers. The role concept ensures that users get the relevant information and services they need for their daily business work. SAP Portals covers all four segments of the enterprise information world: SAP Portals provides access to all relevant business data by integrating various backend systems. SAP Portals offers a Business Intelligence solution. SAP Portals offers an integrated Knowledge Management solution as an integral part of the Enterprise Portal solution. SAP Portals provides a strong tie to Internet Content & Services (such as Yahoo). SAP Portals Enterprise Portal solution is designed to empower people to collaborate effectively across the Internet on any given task – at any time and from anywhere. As the leading enterprise portal offering on the market today, SAP Portals Enterprise Portal solution incorporates both platform technology and content. It provides employees and external stakeholders, such as customers, suppliers, business partners, and investors, with a role-based, central access point to personalized information, applications, and services.

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Technical Infrastructure – Technical Components Portal Client

Top Level Navigation

Pages

iPanel

(Content area)

Portal Server

Unifier

Persistance Layer MS SQL-Server

Web Server User Management Portal LDAP

Page Builder IIS

IIS

Portal Content Directory PCD

iViewServer

IIS

Corporate LDAP

(File System)

Unification Platform Server


Java iView Runtime

CM

Legend

Unifier A

Unifier B

R/3Unifier

External App A

External App B

R/3 System

HTTP

API

.NET iViews

Yahoo!

uses

Apps

J2EE

Java / JSP iViews

Web

COM

TRex

External Source

Uses UM

Information Sources

Machine

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Technical Infrastructure – mySAP Technology and Web Application Server Integrate several application components to form an open and consistent e-business platform

Partner System

Legacy

Third Party

IT Landscape Mgmt.

SAP R/3 R/3 Enterprise Enterprise SAP

SAP Web Application Server

... ...

Globalization

mySAP SCM SCM mySAP

Security

Portal Infrastructure

mySAP CRM CRM mySAP

Infrastructure Services

Exchange Infrastructure

mySAP Technology © SAP AG 2003

mySAP Technology is a native-Web infrastructure for reliable, mission-critical e-business solutions. Its key building blocks are: Portal infrastructure: Platform for user-centric collaboration empowering the individual SAP Web Application Server: Platform for application components providing Web services based on open standards Exchange infrastructure: Platform for process-centric collaboration driving end-to-end business processes These key building blocks are complemented by infrastructure services including security, globalization, and IT landscape management. mySAP Technology provides one common infrastructure for both integration within and beyond company boundaries. mySAP Technology powers the mySAP.com e-business platform. mySAP Technology not only provides open interfaces but also actively integrates third party applications.

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Technical Infrastructure – Web AS Architecture

Clear separation

Browser

3rd party apps exchange

Presentation Layer Business Layer

Internet Communication Manager

Integration Layer

Shared facilities Connectivity (Internet Communication Manager) Common Integration execution (Integration Engine)

Web Dynpro JSP

BSP

Presentation Layer

Proxies

Business Layer

J2EE

ABAP Integration Layer

Shared benefits Platform independence

Integration Engine

Web Application Server

Scalability and high availability © SAP AG 2003

SAP Web Application Server embraces native Web technologies while providing all the benefits of SAP’s knowledge and experience through an evolutionary, standards-based approach. With SAP Web Application Server, SAP delivers a homogeneous infrastructure for J2EE-based and ABAP-based applications. All existing business objects and interfaces can be used with both the J2EE environment and the ABAP environment. This approach gives companies a single infrastructure that takes best advantage of both environments. SAP Web Application Server provides open interfaces to the marketleading Java integrated development environment (IDE) for the development of presentation and business logic. In addition, SAP offers Web Dynpro as an integral part of SAP Web Application Server for designing and implementing professional browser-based interfaces. Web Dynpro provides an easy to use methodology to build presentation logic – from initial modeling and design to the completed user interface. For more information, see Web Dynpro. SAP Web Application Server minimizes the effort required for change management, administration, and monitoring, thus reducing the cost of ownership. The homogeneous infrastructure of SAP Web Application Server ensures centralized and unified installation, configuration, and maintenance for J2EE and ABAP environments. To provide the highest level of flexibility, the functional architecture of SAP Web Application Server contains three separate layers: the presentation layer, the business layer, and the integration layer. The technical architecture of SAP Web Application Server consists of two shared facilities for high scalability, reliability, and platform independence: the Internet Communication Manager (ICM), which provides a single framework for connectivity using a variety of communication protocols, and the persistence level, which supports database independence and scalable transaction handling. … © SAP AG

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The Internet Communication Manager dispatches user-interface requests (such as HTTP requests) to the presentation layer and sends Web service requests (such as XML and SOAP messages) to the integration engine. The ICM can act as a server or a client for external communication partners. The ICM acts as a server when an application – or a client, such as a Web browser – initiates communication by connecting to the ICM. The ICM acts as a client when SAP Web Application Server initiates the communication. An HTTP request can contain a session identifier, which also needs to be extracted from the request and passed to the relevant environment. With this session identifier, the requested environment can assign the correct session and user context. The core ICM provides a generic framework for handling I/O independently of the protocol. Protocolspecific behavior is implemented in separate, dynamically loadable modules. Currently, modules are available for HTTP, HTTPS, Simple Mail Transport Protocol (SMTP), SOAP, and Fast Common Gateway Interface (FastCGI). The ICM’s caching technology complements the proven database caching of SAP Web Application Server. The ICM includes sophisticated HTTP request caching that significantly enhances the performance and scalability of Web applications and Web services by performing static, dynamic, and active content caching. Caching reduces the server resources necessary to build pages and eliminates the need to repeatedly execute frequently requested pages. High performance is achieved by a multi-threaded architecture that supports concurrent read and write access. A patented indexing algorithm especially suited for long, URL-style cache keys provides very fast access to the cache directory. Unlike conventional Web caching, which only supports caching of static content like images, the ICM can handle Web pages with dynamic content. This is an essential capability in an infrastructure built to meet the needs of professional business Web applications. ICM caches dynamic content by incorporating the query string portion of the request URL into the cache key that is used to uniquely identify both the requested resource and any parameters submitted along with it. To support sophisticated Web applications and to prevent cache content from becoming outdated, ICM supports active caching. Active caching allows application-dependent events to trigger the invalidation of cached content. This is more sophisticated than standard HTTP caching, which provides only limited application control over the validity of cached content (typically based just on expiration times for the content). The ICM also caches unfound objects related to invalid requests. As a result, SAP Web Application Server is protected from overload situations in which the system is flooded with invalid or malicious Web requests. Presentation Layer In the presentation layer, the user interface of a Web application can be developed directly with JavaServer Pages (JSP) or Business Server Pages (BSP) and the corresponding JSP tag library; or with the high-level Web Dynpro technology; or with a mixture of both, if necessary. Development with Web Dynpro technology always results in Web applications with clearly separated presentation and business layers. The underlying business layer provides the business content in Java or ABAP.

…

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Business Layer The business layer is the most important part of any application is the business logic, which processes company-critical data. The business logic runs on SAP Web Application Server and can be propagated to the outside – either to a user interface or to a third-party application. Business logic can be exposed with a new user interface or with an enhanced version of an existing interface. The business logic can be written either in ABAP or in Java based on the J2EE standard. This provides the greatest flexibility during development. The business layer consists of a full-featured, J2EE-certified runtime environment that processes the requests passed from the ICM and dynamically generates the responses. The business logic layer is based on SAP’s professional and proven application server environment. Developers can implement business logic and persistence with Enterprise JavaBeans (EJB) using the full J2EE environment. EJB provides a component model for the application logic to process data and to generate a result for a particular page. EJB is the fundamental link in the J2EE programming model between the presentation layer and business-critical data. Developers can also access the business objects of applications running in the ABAP environment to benefit from their business logic and persistence. For example, a Web application that creates sales orders might implement the presentation logic using the Web Dynpro technology, but it can also easily benefit from the existing sales order application running in the ABAP environment by accessing the appropriate Business Application Programming Interface (BAPI). The business logic is usually provided through business objects that access the database. Integration Layer As the integration layer, the SAP Web Application Server offers a comprehensive runtime infrastructure for providing integration services. The integration engine is an integral part of SAP Web Application Server and allows instant connection to SAP Exchange Infrastructure for all mySAP.com solutions out of the box. The integration engine provides messaging services that exchange messages between the components that are connected in SAP Exchange Infrastructure. In SAP Exchange Infrastructure, shared knowledge is maintained centrally, whereas the physical communication model allows communications through the central integration engine and also peer-to-peer communication directly from component to component. Persistence Level Persistence is a major technical challenge in business applications. To minimize the effort required to implement a persistence framework, SAP Web Application Server has outstanding persistence capabilities. These capabilities include a highly sophisticated database interface, transaction capabilities, and caching, as well as object relational mapping. The database interface ensures optimized data access from within the ABAP environment through Open SQL, accompanied by technologies for SQL statement caching, data buffering, and tracing. Business logic can be developed completely independently of the underlying database and operating system. In addition, SAP brings its business knowledge to the technology world by supporting the evolution of open standards, such as J2EE. SAP will continue to enhance and extend the J2EE offering for full-scale business application development. Database independence is also made possible by support for open standards, such as Java Database Connectivity (JDBC). SAP propagates the outstanding capabilities of Open SQL for ABAP to Open SQL for Java and offers a variety of standard application programming interfaces (APIs) to application programmers, such as SQLJ. Other technologies like Java Data Objects (JDO) and container-managed persistence (CMP) for EJB or even the direct use of the JDBC API are supported, too.

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Implementing People-Centric CRM



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Implementing People-Centric CRM – Business Packages Definition What is a business package? Business Packages are predefined portal applications targeted to a set of related roles or to a specific application system. SAP Portals Business Packages contain pre-assembled content for completing business tasks to empower everyone in your organization to obtain relevant information, make effective decisions, take appropriate action, and collaborate with others.

sales agent

BP for Projects BP for Collaboration BP for SAP CRM Business Package for Portal Users

© SAP AG 2003

The Business Package for Portal Users and mySAP CRM are required. The usage of other Business Packages depends on the business scenario. The documentation of the Business Packages can be found in the iView Studio. Business Packages (BPs) are compressed files containing all roles, worksets, iViews, and so on. Business Packages (BPs) can be downloaded from iView studio and uploaded to the Portal server to deploy.

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Customer

Supplier

Partner

Employee

Business Packages Industry Content

Platform

Content People

Implementing People-Centric CRM – Business Packages

Role Content

Subject Content

Functional Content

Yahoo! Content

Portal Framework, Unification

Business Intelligence Platform

Internet Content & Web Services

Operational Systems

Internet

Knowledge Management Platform

Document Storage

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Implementing People-Centric CRM – Delivery of Business Packages Packages are available in the iView Studio at www.iViewStudio.com Customers can browse the studio to see contents of business packages associated worksets for various user groups

Customers can search based on such criteria as: back-end components roles and tasks industry segments

Customers can choose from the role templates and can adapt the different roles to their needs. © SAP AG 2003

The iView Studio is the primary delivery mechanism for business packages. It has three primary functions: Informing customers about available packages, worksets, and iViews and making this content available for download Supporting the developer community in creating new content and offering it to SAP Portals customers Delivering updates and patches You can find business packages from SAP and from certified and non-certified partners on the Internet at www.iviewstudio.com. On the iViewStudio Web site, you can search for business packages and display details of a business package. To download business packages, you need a user ID, which you can also request on this Web site. This user enables you to access all business packages available. Provided that you possess the licenses required, you can start downloading business packages immediately. Note: Consultants should always use the customer’s user ID to download business packages from the iViewStudio. In the content catalog on the iViewStudio, you can find the documentation for the respective business packages. In addition, you can also find support packages for individual business packages here. For more information, visit www.iviewstudio.com. For more information about individual business packages, choose More Information → Documentation. … © SAP AG

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In some cases, a business package might be listed in the iViewStudio catalog, but not be publicly available for download. These business packages are in restricted shipment and are available only to a limited number of customers at the moment. If you are interested in one of these business packages, either contact the corresponding ramp-up owner or wait until the business package is generally available. For more information about downloading business packages, visit www.iviewstudio.com and choose About → Product Information & How-to Guides. After downloading the WinZip file, save and archive it. Because SAP continuously improves its business packages, the file that you download is available for a limited period only. Preparing for Installation of a Business Package To prepare for the installation of a business package, it is often necessary to import not only the Portal Plug-In, but also the R/3 Plug-In to the corresponding SAP system. You can read this in the documentation for the respective business package, either in the Business Package Overview or in the Technical Description. In many cases, you require either an Internet Transaction Server (ITS) or an SAP Web Application Server (WAS) to support display of iViews from backend systems. In the business package documentation, you can read the prerequisites for this. Some business packages have other prerequisites, which you can also find out from the documentation, for example, Plug-In requirements, backend-dependencies and latest information in SAP Notes. You must read the documentation to prepare for the implementation correctly. Above all, this gives you an impression of what tasks you have to perform after importing the business package, for example, which settings in SAP R/3 you need to customize. You should plan the resources required for these tasks.

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Customizing People-Centric CRM


Introduction to People-Centric CRM Technical Infrastructure Implementing People-Centric CRM Customizing People-Centric CRM Technical Basis of Blueprint Applications Customizing Applications Customizing Roles

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Introduction to People-Centric CRM – Special Elements on the Screen

Search Group

Toolbar Group

Tabstrip Group Toolbar Group

Field Group

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People-Centric applications are composed of single parts. Each part is defined separately in Customizing.

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Introduction to People-Centric CRM – Blueprint Tables and Customizing Applications are defined via Customizing entries in blueprint tables. This allows reuse and easy adaptation of preconfigured content such as toolbars, tabstrips, field groups, and events.

Tabstrips Toolbars Application Set

Events

Model

Searchgrp

Application 1

Application 3 Application 2

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Introduction to People-Centric CRM – Model-View-Controller Concept

User Input

Input is passed on to controller(s)

View

Display

Displays information as HTML page

Communicate with the data providing model

Controller Generates the view

Connection to tables and applications

Model Read/write data

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The controller receives data entered by the user via the view and calls business logic through the interaction layer of the model. The model processes the data The controller receives data from the model after data processing and decides now how to display the data. The controller calls the specific views to display the data.

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Introduction to People-Centric CRM – PCC CRM – UI Architecture User Input

View

Controller

Model

Display

Controller 2

Customer Order Model Access Layer

Result List View

Controller 1

Interaction Layer

Search Area View

Blueprint Tables

READ

Pattern-Based

QUERY

Main Controller

Product Master

...

Controller 3

Detail Area View

Account

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The controllers form the main parts of the framework. SAP delivers several controllers to offer different views on data such as list view, hierarchy, and HTML. Each screen part (search, search result, detail area) has its own controller. The controller receives data entered by the user and calls business logic through the interaction layer of the model. The controller receives data from the model after data processing and decides now how to display the data. The controller calls the specific views to display the data.

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Blueprint Tables: Overview The layout of all applications is stored in Customizing tables The single elements are defined in separate tables The different elements are combined to a complete layout of an application The FRAMEWORK reads these tables and generates the layout of the table settings All elements can be customized either by using Tools or directly in CRM Customizing CRMC_FIELDGRP_T CRMC_FIELDGRP

CRMC_ACCESS

CRMC_BL_APPL CRMC_FIELDGRE

CRMC_BLUEPRINT CRMC_RGTABGRE CRMC_REGTABGRP

CRMC_TLBARGRE CRMC_BSP_EVENT

CRMC_TOOLBARGR

CRMC_BSP_EVENT_T © SAP AG 2003

Customizing of applications can be accessed via transaction SPRO. There are different tables for all single screen elements such as tab groups, field groups and toolbar groups. The single elements are combined in the layout table of applications.

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Customizing People-Centric CRM – Architecture Diagram CLIENT

SERVER

Windows 32 Environment

CRM SERVER

Web Browser

CRM UI Framework

http BLUEPRINT APPLICATION BUILDER

Blueprint + Customizing LayoutTables

DES

call

CRM DESIGNER

call

http

Blueprint XML SERVER & CONVERTER

CRM DESIGNER ARCHITECTURE © SAP AG 2003

You start the Blueprint Application Builder from CRM Customizing. The Blueprint application starts in a Web browser window. In the Blueprint Application Builder you can select single screen parts for customizing. Then you start CRM Designer from the Blueprint Application Builder. CRM Designer receives Customizing data in an XML file from the CRM Server.

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Customizing People-Centric CRM – Starting BAB

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Blueprint Application Builder supports the customizing and analysis of your applications. It gives a preview on certain application parts. You can select single application parts for customizing. You can copy complete applications with Blueprint Application Builder (BAB). You can copy customizing to a different view.

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Functions of the Blueprint Application Builder

Select Application and View Refresh Preview

Select Transport Request Save Application with new name Copy to new View Start CRM Designer Select Screen Elements for Editing with Designer

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Blueprint Application Builder offers the following functions: Load and preview applications and certain views on applications Select or create transport requests to record your changes Copy selected application to a new one Copy selected application or view on application to a new view Selection of the application parts you want to customize Analyze application details Start CRM Designer to customize selected screen parts

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Designer

CRM Designer starts with the preview of the form view Fields can be rearranged by dragging them

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Insert New Fields

Fields can be added via the menu CRM Designer offers a list with all fields available for the specific screen part Fields can be randomly placed on the screen

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Change Tab Group

Change Order Deactivate tab

Order of tabs can be rearranged Tabs can be deactivated

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Changing Toolbar Group

Change Order

Deactivate Button

Order of buttons can be rearranged Buttons can be deactivated © SAP AG 2003

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Saving Changes CLIENT

SERVER

Windows 32 Environment

CRM SERVER

Web Browser CRM UI Framework

http BLUEPRINT APPLICATION BUILDER

Blueprint + Customizing LayoutTables

DES

call

Blueprint XML SERVER & CONVERTER

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CRM Designer stores the customizing information in an XML file, which is returned to the Web Application Server. XML Converter transforms information from the XML file back to Customizing and Layout tables.

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Customizing People-Centric CRM – Assigning a User to a Role (1) When you assign a group to a role, you decide which roles in the portal will represent LDAP groups or users. User Management System (LDAP Directory)

Portal

Assigning a Group to a Role Group 1

User 1

Role 1

User 2

Role 2

User 3 Role 3 Group 2

User 1 User 2

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The SAP Enterprise Portal is an easy-to-use tool for assigning roles to users and groups or, conversely, for assigning users or groups to roles.

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Customizing People-Centric CRM – Assigning a User to a Role (2)

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Assigning Users and Groups to Roles Prerequisites: The administrator role is assigned to you. The procedure is the same as for assigning roles to users and groups except that you choose Edit for a role in the first screen. In the second screen, you choose the users and groups that you wish to assign to the role. Assigning Roles Use You can insert a role in a role and change it within the role. In this case you change a role with a delta link. Note that this change is only made locally in the added role. It has no central effect. This means that other roles will not be affected by the change if the role was also added to other roles. The original role that was added to the role is not affected by the change. If you change a role directly (that is, not locally within a role), it will affect all the roles to which this role was added. You can find out how to change roles directly by reading "Changing Existing Roles" later in this unit. If you use roles that do not belong to your namespace (for example the roles contained in business packages) in the Enterprise Portal and want to change their contents, you should only make these changes with a delta link. … © SAP AG

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Procedure for Assigning Roles Place a role in the edit area where you want to add content objects. In the relevant object catalog the view area, select a role and click on it. In the edit area, click on the position where you want to add the role and choose Add. The role is added to the role. Note: You can also add objects to a role by dragging and dropping. If required, you can now change the role in your role, for example, by creating new folders, adding worksets, deleting entries, and adding services, master iViews, and pages. In this case you should use a delta link. You must always use this method for objects that do not belong to your namespace. Result You have assigned users and groups to a role. When the user logs on, he or she will see the top-level navigation and portal pages defined in the roles assigned to him or her.

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Customizing People-Centric CRM – Copying a Role

1 2

3

4

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Copying a Role Use: You can copy an existing role and then edit the copied version. Procedure Select a role in the role catalog in the view area and click on the object. Choose Create Copy (this creates a copy of the original role). You now see the copied role with the suffix "CP" after the name in the role catalog below the original role. Move the copied object to the edit area with Edit. Edit the copied role by changing the title and name of the role appropriately and adding new entries or removing existing ones Save your role. The role appears in the view area in the role catalog under its new name.

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Customizing People-Centric CRM – Changing Existing Roles

© SAP AG 2003

Changing Existing Roles Use: You can also move an existing role to the edit area to be changed. Do not carry out this procedure for roles that do not belong to your own namespace. Use the delta link method instead. Procedure Select a role in the role catalog in the view area and click on the object. Choose Edit (this changes the original). The object to be edited is moved from the view area to the edit area of the Role Editor. Caution: If a warning is displayed when you move a role to the edit area for modification, the person who created this role has protected it against changes. In this case you should not edit the role. You can edit the object by adding new entries or removing existing ones. You see only the changes to the edited object in the view area when the role has been saved. Save your role. Result You have now changed the role directly. This means that the change is visible in all the roles to which this role is added. Modifying Portal Roles Delivered by SAP … © SAP AG

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You should never modify roles delivered by SAP (such as the role for the portal administrator and the Knowledge Management administrator). Always use the procedure described in "Changing Existing Roles." Modification means a change to an object that is not in your namespace. If you want to adjust or change an object that does not belong to your namespace, always use the delta link procedure. Also read Delta Links and Upgrade of Business Packages.

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Customizing People-Centric CRM – View Customizing (1)

Links to the CRM applications are already shipped with the Business Package. You can customize them to personalize the view on an application.

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Customizing People-Centric CRM – View Customizing (2) Attribute specifying CRM Application

Attribute specifying View

© SAP AG 2003

CRM uses an approach where only one BSP application exists (CRM_BSP_FRAME). All the various applications like Account Management, Opportunity Management and so on are managed internally by a URL parameter known as APPL. The personalization is realized by the BLVIEW parameter. Both parameters are defined in the additional Query String of the URL.

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People-Centric CRM: Unit Summary

You are now able to: Describe the technical infrastructure List the main implementation steps for People-Centric CRM Customize relevant parts of mySAP CRM 4.0 and SAP Enterprise Portal 5.0

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Exercises Unit:

People-Centric CRM

Topic:

Using the People-Centric UI for the Accounts Application

At the conclusion of this exercise, you will be able to: • Explain the generic People-Centric UI functions • Describe the pattern-based layout of the People-Centric CRM applications

Your instructor will provide you with the necessary URL, user name and password.

1-1

Use the Search function. 1-1-1 Log on to the Enterprise Portal with the user CRM-##. Use the link and password the instructor gives you. 1-1-2 Select Accounts application in Account Management. Open Advanced Search and search for accounts with postal code 98*. Save your search by naming it ZCR100Search##, where ## is your group number. Describe what is saved. ______________________________________________________ ______________________________________________________ 1-1-3 Personalize the Search Result list. Choose Personalization and select and deselect fields. 1-1-4 Filter your search result list with the city Seattle. 1-1-5 Sort your search result list by house numbers. 1-1-6 Change from list view to the form view in the search result list. Describe the difference. ______________________________________________________ ______________________________________________________ 1-1-7 Browse through the different tabs. Select the Sales Area tab. What happens to your screen? ______________________________________________________

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______________________________________________________

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Unit:

People-Centric CRM

Topic:

Conduct CRM-specific Customizing in EP 5.0

At the conclusion of this exercise, you will be able to: • Create and customize roles • Create worksets • Assign users to roles In this exercise you enter cross-client customizing of original SAP objects. Do not make changes to any SAP objects. Otherwise exercises for all participants will be disturbed or even impeded. When you are asked to make entries, replace all occurrences of ## in this exercise with your group number. Your instructor will provide you with the necessary URL, user name and password.

2-1

Create a new role in Enterprise Portal. 2-1-1 Enter the Enterprise Portal with an Admin-User. Use the given URL to open the Enterprise Portal in your browser. Enter the portal with an Admin user and password. 2-1-2 Create a new role in Enterprise Portal. Start Content Admin – Roles in the Portal Navigation. Choose Create new → Role in the Edit area. Choose Create. 2-1-3 Enter Z## CR100 Sales Representative as the role name, Z##_CR100_SalesRep as the role ID, and a description of your role. Choose Next. 2-1-4 Select the maintenance language. Select the maintenance language. Choose Next. Choose Finish. 2-1-5 Search for your new role. Type Z##* in the Search field in the left column. Choose Search. Select your role in the left column and choose Edit. Your new role is highlighted in the Edit area.

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2-2

Create a new workset. (A workset is used to structure your content and to set up the navigation structure of your role.) 2-2-1 Select Workset from the drop-down list box in the upper part of the Edit area of the Portal Content Admin. screen. Choose New. 2-2-2 Enter workset CR100 SalesRep ## as the workset name, Z##_CR100_Workset as the workset ID, and any description you want. Choose Next. Select maintenance language and choose Finish. 2-2-3 Assign the workset to a role. Open your role in the Edit area. (This is necessary only if you closed your role). From the drop-down list, choose Show → Role. Search for role Z##*. Select your role. Choose Edit to move the role to the Edit area. In the View area, choose Show → Workset from the drop-down list box. Search for workset Z##* and select the workset Z##_CR100_Workset. Select your role in the Edit area. Choose Add to add the workset to the role. In the View area, choose Show → Workset from the drop-down list box. Search for the workset *Accounts. Select the workset com.sap.pct.crm.SalesRep.Accounts. Select your role in the Edit area. Choose Add to add the workset to the role. Save your role. 2-2-4 Change entry points. Check if is Entry Point is selected for the Account folder. Explain the functionality of the is Entry Point setting.

2-3

Assign user to the new role Z##_CR100_SalesRep. 2-3-1 Go to Portal Admin → Role Assignment. Search for the user CRM-##. Edit your user. Search for the role Z##* in the right column, Role Assignment. Select the role Z##_CR100_SalesRep. Choose Add. Save your settings (left column Role Assignment).

2-4

Check your Customizing in the Enterprise Portal. 2-4-1 Log off the Enterprise Portal. 2-4-2 Log on again using the portal user CRM-##. Check the role. What external services are available now? ______________________________________________________ ______________________________________________________

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Unit:

People-Centric CRM

Topic:

Blueprint Application Builder and Designer

At the conclusion of this exercise, you will be able to: • Explain functionality and interaction of Blueprint Application Builder and Designer • Customize views for applications Do not use any other views than the ones described in the exercises, since this could affect the other exercises in the course. When you are asked to make entries, replace all occurrences of ## in this exercise with your group number. Prerequisite: You must have a local installation of the CRM Designer on your client PC to run the exercise. You can download the CRM Designer from the SAP Service Marketplace (http://service.sap.com/patches) and install it locally on your PC. SAP CRM → SAP CRM 4.0 → Binary Patches → CRM Designer 4.0 → Win32 You can also use the Citrix server installation (your instructor will give you the link).

3-1

Create a view in Customizing. Enter the CRM system. Enter Customizing using transaction SPRO. In Customizing choose: CRM → Layout of User Interface → Application/Layout → View Create your own view ZCR100##, view for Group ##.

3-2

Start Customizing with the Blueprint Application Builder. 3-2-1 Start the Blueprint Application Builder. Enter Customizing in the CRM system (transaction SPRO). Start Customizing transaction, Blueprint Application Builder. In Customizing choose: CRM → Layout of User Interface → Application/Layout The Blueprint Application Builder (BAB) starts in a new browser window.

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3-2-2 After the BAB opens in its own browser window, click Show technical names. Select application account CRMM_ACCOUNT and view ZCR100##. Create your own transport request. Open the Save menu. Choose Create Transport Request. ______________________________________________________ ______________________________________________________ 3-2-3 Select ODC1 in the selection box. Start a search for accounts in the preview area. Select an account in the result list. Now the detail areas are displayed in the preview area. If you open the Detail Area 1 box, you can see the keys of the elements used to build the Interaction History tab such as Event, Tabstrip, Toolbar and Field Group. Select Detail Area 1 in the Screen area drop-down list box. Start CRM Designer by clicking Designer. ______________________________________________________ 3-2-4 Insert Created by field. Notes about your changes: ______________________________________________________ ______________________________________________________ 3-2-5 Delete fields you don’t want to see any more. Notes about your changes: ______________________________________________________ ______________________________________________________ 3-2-6 Move fields on your screen. Notes about your changes: ______________________________________________________ ______________________________________________________ 3-2-7 Save your changes in Designer. 3-2-8 Check changes in BAB. Remember to choose Preview and switch to Form view. 3-2-9 Save your changes in BAB. Otherwise your changes are not stored in the system. 3-2-10 In Designer, choose Edit → List. Deselect and move fields. Save your changes.

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3-2-11 Check changes in BAB. Remember to choose Preview and switch to Form view. Save your changes in BAB. 3-2-12 Check changes in the portal. Open the Enterprise Portal and log on with your user and password. Open the Accounts application. Can you see the changes? ______________________________________________________ Why? ______________________________________________________ 3-2-13 Start the Accounts application with the parameter view.

1. Start the ABAP Workbench with transaction SE80. 2. Select BSP Application. Enter CRM_BSP_FRAME as ID of the BSP application. 3. Click the glasses icon. 4. Open the Pages with Flow Logic folder and select select.htm page.

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5. Right-click and choose Test. Enter your user and password for the CRM system if required. 6. Select the Accounts application. It starts in the browser. 7. Click at the end of the URL and add &blview=ZCR100## to the URL string. 8. Choose Enter to reload the application. Check the differences.

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Unit:

People-Centric CRM

Topic:

Creating a Copy of an Existing Application

At the conclusion of this exercise, you will be able to: • Do the necessary Customizing settings for new People-Centric applications • Create entries in the main Blueprint table • Customize external services in Enterprise Portal When you are asked to make entries, replace all occurrences of ## in this exercise with your group number. Create your own Customizing or workbench request when the system asks you to. Use these requests throughout the whole course. Always use the additional key field, View ZCR100##, which you created in these exercises even if it's not mentioned in the single step. Do not use any other views than the ones described in the exercises because this could affect the other exercises in the course. Do not make any changes to SAP objects. Please use customer namespace only.

4-1

Create a copy of an application. Enter Customizing using transaction SPRO and start the Blueprint Application Builder (BAB).

4-2

Open the Contacts application. Select Contacts application and open it in BAB. Create a transport request. Copy the application to the new application. Enter Z##CRMM_CONTACT as the application key and Z## Contact Person CR100 as the explanation. Save your entries.

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4-3

Create a link to your new application in the Enterprise Portal. Enter the Enterprise Portal with Admin user and password. 4-3-1 Create a new external service. Content Admin → Roles Search in the Role Editor for the external service *MaintainContacts. Choose Create Copy. Start a search again. This time enter *MaintainContacts* as the search term. You receive a second external service with the name …MaintainContacts_cp. Select this new workset and choose Edit. Change the value of the attribute application (appl) in the additional query string field from CRMM_CONTACT to Z##CRMM_CONTACT. The settings are case-sensitive. Add &blview=ZCR100## to the end of the string. Change the ID to Z##_MaintainContacts. Delete the ID prefix. Change the name of the external service to Z## CR100 Contacts. Save your changes. 4-3-2 Add the new external service to your workset. Search for workset Z##*. Edit your workset in the Portal Content admin by choosing Edit. Enter the ID of your new folder Z##_Account. Choose New Folder. Select Is Entry Point. Add the external service Z##_MaintainContacts to your workset. Search for external service Z##_MaintainContacts in the View area. Select the entry and drag it to the Z##_Account folder of your workset. Save your entries.

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4-3-3 Check changes in your role definition. Are there any changes in your role? Describe the changes. ______________________________________________________ You haven’t changed anything in your role. Why can you see the changes? Describe the systematic behind external services, worksets and roles regarding the changes you described above. ______________________________________________________ ______________________________________________________ ______________________________________________________ Save your changes. 4-3-4 Check the changes in Enterprise Portal. Access the Enterprise Portal with user CR100_##, which is assigned to your customized role. Open the Z##Contacts application.

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Unit: People-Centric CRM Topic: Copy a Role At the conclusion of this exercise, you will be able to: • Copy a role in the portal • Copy the corresponding role in the CRM system • Assign the new roles to the respective users In your project you want to create a new portal role that is based on a role in the SAP CRM Business Package. For example, you create a copy of the Sales Representative role. The navigation doesn’t work any more in the copied role. To restore the navigation in this new role, you must also copy the corresponding role in the CRM Enterprise. You must also adjust the Customizing for the navigation accordingly. When you are asked to make entries, replace all occurrences of ## in this exercise with your group number. Do not make any changes to SAP objects. Please use customer namespace only.

5-1 Copy role. 5-1-1 Copy portal role. Content Admin → Roles Search for the role com.sap.pct.crm.SalesRepresentativeFPS. Select the role and choose Create Copy. This creates the role com.sap.pct.crm.SalesRepresentativeFPS_cp. Search for the role com.sap.pct.crm.SalesRepresentativeFPS_cp, select it, and choose Edit. Change name to Sales Representative ## and change ID to Z##_SalesRepresentativeFPS. Delete the ID prefix. (Replace it with the customer domain.) Save your role.

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5-1-2 Now assign the new role to your user. Portal Admin → Role Assignment Search for user CRM-## and choose Edit. Select all roles except the Portal user and Portal Admin roles that are already assigned to this user. Choose Remove. Search for your new role Z##_SAP_PCC_SALES_REP and assign it to your user. Save your settings. The content of the role is included as delta links. If you change the original content, it will also be changed in your role. 5-1-3 Copy role in CRM Enterprise. Enter /nspro to access Customizing. Start Customizing transaction, Assignment of Portal Role to Single Role. Search for the original portal role you copied, com.sap.pct.crm.SalesRepresentativeFPS. You find the corresponding single role, SAP_PCC_SALES_REP. Enter transaction PFCG. Enter role SAP_PCC_SALES_REP and choose Copy. Enter Z##_SAP_PCC_SALES_REP in the to role field. Choose Copy all. Enter /nspro to access Customizing. Start Customizing transaction, Role Copier Utility for CRM Object Links. Enter SAP_PCC_SALES_REP in the Single Role (Source) field. Enter com.sap.pct.crm.SalesRepresentativeFPS in the Portal Role (Source) field. Enter Z##_SAP_PCC_SALES_REP in the Single Role (Target) field. Enter Z##_SalesRepresentativeFPS in the Portal Role (Target) field. (Here you should enter the ID prefix of the portal role, which is the customer domain.) Enter 30 as the target role priority (priority should not be lower than 10). Select Test Mode. Press function key 8 (F8). If everything is okay, use the green back arrow to return to the previous and deselect Test Mode. Press F8 again. Now all relevant entries for the link customizing are created. You can check that in Customizing transaction, Assign Object Method to Role. © SAP AG

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If you do not have authorization to execute the following customizing steps, the instructor will execute them for you. Enter transaction SU01. Search for the CRM user CRM_## assigned to the portal user. Change the SAP_PCC_SALES_REP role to Z##_ PCC_SALES_REP. Choose Save (or press CTRL+S) Before customizing the object links, enter the parameter ID CRM_URL_BUFFER_OFF with the value “X”. Otherwise you won’t see the results of customizing your object links immediately in the portal. Just remove “X” after customizing. Check now if the navigation works again.

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Solutions R-

Unit:

People-Centric CRM

Topic: Using the People-Centric UI for the Accounts Application 1-1

Use the Search function. 1-1-1 Log on to the Enterprise Portal with the user CR100_##. Enter the URL the instructor gives you in a Web browser window. You get a logon screen. Enter the user and password provided by the instructor. The SAP Enterprise Portal starts. 1-1-2 Select Accounts application in Account Management. Open Advanced Search. Search for accounts with postal code 98*. Save your search by giving an identifier ZCR100Search##. The search attributes are saved, not the search result list. If you select your predefined search the next time, the system starts again the search with exactly the same search attributes.

1-1-3 Personalize the Search Result list. Choose Personalization link in the search result list of the Accounts application and select and deselect fields. You can add fields to your list, delete fields from your list, or change the order of the fields. This personalization is saved on user base and will be available the next time you enter the application in the Portal.

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1-1-4 Filter your search result list with the city Seattle. Click Filter on in the search result list. A new empty line appears on top of the result list. Type Seattle in the City column and click the Filter symbol in the first column. The list reduces and only customers from Seattle remain in the list.

1-1-5 Sort your search result list by house numbers. Click the header description of the House Number column. The list gets sorted. Click twice and the sorting gets inverted.

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1-1-6 Change from list view to the form view in the search result list. Describe the difference. Select an account in the list and click the toggle button on the left side of the search result list. The information of the selected account is shown now in a form view. You can see much more details for the selected account. The information is semantically grouped in several screen groups (grey boxes with headlines). 1-1-7 Browse through the different tabs. Select the Sales Area tab. What happens to your screen? The application shows a second detail area (Sales/Billing/Shipping). This area is displayed in form view and shows details for the above selected sales area.

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Unit:

People-Centric CRM

Topic: Conduct CRM-specific Customizing in EP 5.0

2-1

Create a new role in Enterprise Portal. 2-1-1 Enter the Enterprise Portal with an Admin-User Enter the given URL for the Enterprise Portal in your browser. Enter the Portal with an Admin user and password. 2-1-2 Create a new role in Enterprise Portal. Content Admin → Roles Select Role in the drop-down list box, choose Create new in the edit area. Choose Create.

2-1-3 Enter the name, ID and description for the role: Field Name or Data Type

Values

Name

Z## CR100 Sales Representative

ID

Z##_CR100_SalesRep

Z##_CR100_SalesRep

Do not fill in this field!

Description

Z## CR100 Workshop Role (or any suitable description for your role)

Choose Next.

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2-1-4 Select Maintenance Language

Choose Next. Choose Finish. 2-1-5 Search for your new role. Type Z##* in the Search field in the left column. Choose Search. Select your role in the left column. Choose Edit if it’s not already shown in the Edit area. Your new role is highlighted in the Edit area. 2-2

Create a new workset. (A workset is used to structure your content and to construct the navigation structure of your role.) 2-2-1 Select Workset in the drop-down list box on top of the Edit area of the Portal Content Admin. Choose New. 2-2-2 Enter the following data: Field Name or Data Type

Values

Name

Workset CR100 SalesRep ##

ID

Z##_CR100_Workset

Z##_CR100_SalesRep

Do not fill in this field!

Description

your choice

Choose Next. Select maintenance language and choose Finish.

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2-2-3 Assign workset to a role. Search for your workset in the View area. Select Workset in the drop-down list box Show. Search for workset Z##*. Select your workset. Select your role in the Edit area. Choose Add to add your workset to the role. Select Workset in the drop-down list box Show. Search for Workset *Accounts. Select the workset com.sap.pct.crm.SalesRep.Accounts. Select your role in the Edit area. Choose Add to add the workset to the role. Open the content of the workset by clicking the Workset link in the role. The entry point defines a topic as a link in the first-level navigation. The content of the level below is shown as links in the second-level navigation.

Now the Account Management folder is shown as first-level navigation entry point and all pages and external services below are shown as entries in the second-level navigation. 2-3

Assign user to the new role Z##_CR100_SalesRep. 2-3-1 Assign user to the new role Z##_CR100_SalesRep. Portal Admin → Role Assignment Search for the user CRM-##. Choose Edit. Search for the role Z##* in the Role Assignment right column. Select the role Z##_CR100_SalesRep. Choose Add. Save your settings (Role Assignment left column).

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2-4

Check your Customizing in the Enterprise Portal. 2-4-1 Log off the Enterprise Portal. 2-4-2 Log on again using the user CR100-##. Check the role. What external cervices are available now? The external services Accounts, Contacts and Price Lists are now available.

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Unit:

People-Centric CRM

Topic: Blueprint Application Builder and Designer

Prerequisite: You need to have a local installation of the CRM Designer on your client PC to run the exercise. You can use the Citrix server installation (your instructor will give you the link) or download it from the SAP Service Marketplace. Go to http://service.sap.com/patches and choose SAP CRM → SAP CRM 4.0 → Binary Patches → CRM Designer 4.0 → Win32

3-1

Create a view in Customizing. Enter Customizing using transaction SPRO. In Customizing choose: CRM → Layout of User Interface → Application/Layout → View Change to edit mode by clicking on the pencil icon. Create your own view ZCR100## with description View for Group ##. Save your entries. Create your own transport request if required.

3-2

Start Customizing with the Blueprint Application Builder. 3-2-1 Start the Blueprint Application Builder. Enter Customizing in CRM system (transaction SPRO). Start Customizing transaction, Blueprint Application Builder. In Customizing choose: CRM →Layout of User Interface → Application/Layout. The Blueprint Application Builder (BAB) starts in a new browser window. Enter your CRM user and password if required. 3-2-2 After the BAB opens in its own browser window, choose Show technical names. Select application account CRMM_ACCOUNT and view ZCR100##. Create your own Customizing request. Open the Save menu. Choose Create Transport Request.

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3-2-3 Select ODC1 in the selection box . Start a search for accounts in the preview area. Select an account in the result list. Now the detail areas are displayed in the preview area. If you open the Detail Area 1 box, you can see the keys of the elements used to build the Interaction History tab such as Event, Tabstrip, Toolbar and Field Group. Start CRM Designer by clicking Designer. 3-2-4 Insert Created by field. Choose Insert → Field. Select the Created by field from the list. Place it somewhere on the screen. 3-2-5 Delete fields you don’t want to see anymore. Select description and fields you don’t want to see anymore on the screen. Press Delete key. 3-2-6 Move fields. Mark description and field you want to move. Place it somewhere else on the screen. 3-2-7 Save your changes in Designer. 3-2-8 Check changes in BAB. Remember to choose Preview and to switch to form view. 3-2-9 Save your changes in BAB Until now changes are stored only temporarily in the system. By saving now, the changes become persistent. 3-2-10 In Designer, choose Edit → List. Select fields you don’t want to see anymore on the screen. Delete them by clicking on the black X. You can change the order of the fields by selecting a field and moving it using the black arrows. Save your changes. 3-2-11 Check changes in BAB. Remember to choose Preview and to switch to form view. Save your changes in BAB.

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3-2-12 Check changes in the Enterprise Portal. Open the Enterprise Portal and log on with your user and password. Open the Accounts application. Can you see the changes? We don’t see the changes so far because we haven’t assigned our view on the application to any role yet. Open the Accounts application. Open the Enterprise Portal and log on with your user and password. Open the Accounts application. You can’t see the changes because the application is still opened without the view parameter. 3-2-13 Start the Accounts application with the view parameter. Enter ABAP Workbench (transaction SE80). Select BSP Application. Enter CRM_BSP_FRAME as ID of the BSP Application. Click the glasses icon. Open Pages with Flow Logic folder and select page select.htm. Right-click and choose Test.

Enter your user and password for the CRM system if required. Select the Accounts application. The Accounts application starts in the browser. Click at the end of the URL and add &blview=ZCR100## to the URL string. Choose Enter to reload the application. Now you should see all of your customizing. © SAP AG

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Unit:

People-Centric CRM

Topic: Creating a Copy of an Existing Application

4-1

Create a copy of an application. Enter Customizing using transaction SPRO and start the Blueprint Application Builder.

4-2

Open the Contacts application. Select Contacts and open it in BAB. Create a transport request. Copy the application to the new application. Enter Z##CRMM_CONTACT as the application key and Z## Contact Person CR100 as the explanation. Save your entries.

4-3

Create a link to your new application in the Enterprise Portal. Enter the Enterprise Portal with Admin user and password. 4-3-1 Create a new external service. Search in the Role Editor for the workset *MaintainContacts. Choose Create Copy. Start a search again. This time enter the search term *MaintainContacts*. You receive a second external service with the name … MaintainContacts_cp. Select this new workset and choose Edit. Change the value of the attribute application (appl) in the field additional query string to Z##CRMM_CONTACT instead of CRMM_CONTACT. The settings are case-sensitive. Add &blview=ZCR100## to the end of the string. Change the ID to Z##_MaintainContacts. Delete the ID prefix. Change the name of the external service to Z## CR100 Contacts. Save your changes.

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4-3-2 Add the new external service to your workset. Search for workset Z##*. Edit your workset in the Portal Content admin by choosing Edit. Enter the ID of your new folder Z##_Account. Choose New Folder. Mark it as entry point. After you have marked it as entry point, the folder name is shown in bold letters. Add the external service Z##_MaintainContacts to your workset. Search for external service Z##_MaintainContacts in the View area. Select the entry and drag it to the Z##_Account folder of your workset. Save your entries. 4-3-3 Check changes in your role definition. Now you can find a new folder in your role. Below that you can see an external service. You haven’t changed anything in your role. Why can you see the changes? You can see the changes because you have linked the workset to your Role. The content of the workset is now referenced by the role but not copied to the role. You can assign this workset to many other roles. If you change something in the workset, this change takes effect in all roles containing this workset. 4-3-4 Check the changes in Enterprise Portal. Now you can find a new entry in the top-level navigation. Below that you can see one link to external services in the secondlevel navigation. Save your changes. Access the Enterprise Portal with user CR100_## assigned to your customized role. Open the Z##Contacts application.

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Unit:

People-Centric CRM

Topic: Copy a Role

5-1

Copy role. 5-1-1 Copy a Portal role. Content Admin → Roles Search for the role com.sap.pct.crm.SalesRepresentativeFPS. Select the role and choose Create Copy. This creates the role com.sap.pct.crm.SalesRepresentativeFPS_cp.

Search for the role com.sap.pct.crm.SalesRepresentativeFPS_cp. Select the role and choose Edit.

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Change name to Sales Representative ##. Change ID to Z##_SalesRepresentativeFPS. Delete the ID prefix. Replace it with the customer domain.) Save the role.

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The content of the role is included as Delta Links. If you change the original content, it will also be changed in your role. 5-1-2 Now assign the new role to your user. Portal Admin → Role Assignment Search for user CRM-## and choose Edit. Select all roles except the Portal User and Portal Admin roles that are already assigned to this user. Choose Remove. Search for your new role Z##_SAP_PCC_SALES_REP and assign it to your user. Save your settings. 5-1-3 Copy the role in CRM Enterprise. Enter customizing with transaction /nspro. Start Customizing transaction, Assignment of Portal Role to Single Role.

Search for the original Portal role you copied, com.sap.pct.crm.SalesRepresentativeFPS. You find the corresponding single role SAP_PCC_SALES_REP.

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Enter transaction PFCG. Enter role SAP_PCC_SALES_REP and choose Copy.

Enter to role Z##_SAP_PCC_SALES_REP. Choose Copy all.

Enter customizing with transaction /nspro. Start Customizing transaction, Role Copier Utility for CRM Object Links.

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Enter SAP_PCC_SALES_REP as Single Role (Source). Enter com.sap.pct.crm.SalesRepresentativeFPS as Portal Role (Source). Enter Z##_SAP_PCC_SALES_REP as Single Role (Target). Enter Z##_SalesRepresentativeFPS as Portal Role (Target). (Here you should enter the ID prefix of the Portal role, which is the customer domain.) Enter 30 as the Target Role Priority (it should not be lower than 10). Select Test Mode. Press F8.

If everything is okay, return to previous screen using the green back arrow and deselect Test Mode. Press F8.

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Now all relevant entries for the link customizing are created. You can check that in Customizing transaction, Assign Object Method to Role. If you do not have authorization to execute the following Customizing steps, the instructor will execute them for you.

Enter transaction SU01. Search for the CRM user CR100_## assigned to the portal user. Change the role SAP_PCC_SALES_REP to Z##_ PCC_SALES_REP. Choose Save (or press CTRL+S).

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Before customizing object links, enter the parameter ID CRM_URL_BUFFER_OFF with the value "X" in SU3 or SU01. Otherwise you won’t see the results of customizing your object links immediately in the portal. Just delete the "X" after customizing.

Log on to the Enterprise Portal and check if the navigation works by opening the Accounts application and selecting customer ADCOM, for example. You should see links in the Interaction History tab.

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Appendix: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


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Appendix-1

Appendix

Base Customizing CRM Middleware People-Centric CRM

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Appendix-2

Address Determination

Standard address

BP Addresses Address 1 BP

Address Types Correspondence address

Send letter Send reminder

Address 2 Delivery address Address 3 Application

Transaction

Application program

Deliver goods

Customizing

Control

Standarduse useof ofaddress address Standard

© SAP AG 2003

Through Customizing, you can ensure that the different addresses of a business partner are determined correctly by the system for the different partner functions in a business process (for example, send invoice to bill-to address). In the Business Partner master, you enter the different addresses of the business partner. One address is marked as the standard address. You can assign the addresses to different address types (address usages), which you predefined in the Customizing. Several addresses can be assigned to the same address type, but only one is marked as the standard address.

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Appendix-3

Customizing for Address Determination SAP Business Partner – Address Determination Define Transactions Define Address Types

Assign Transaction to Address Type

CRM – Partner Determination Procedure Enter Address Transaction for Partner Function in Procedure

© SAP AG 2003

SAP Reference IMG: Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Address determination and so on. CRM → Basic Functions → Partner Processing → Define Partner Determination Procedure

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Appendix-4

Maintenance of International Address Versions

Enhancement of existing functions Maintenance of international address versions for Organizations Persons Groups Contact Persons

Definition of international address versions in the Customizing Additional maintenance for name and name-dependent attributes Maintenance of international address versions started from the detailed address view Print preview for international address versions

© SAP AG 2003

The worldwide use of SAP software requires the use of many different fonts. International address versions (or versions for short) are an attribute of Business Address Services that enable addresses to be printed in different fonts depending on the country. In this context, the term different fonts does not refer to special country-specific letters or symbols within a character set, such as vowels with umlauts in German and vowels with accents in French, but rather fonts that consist of their own character sets. When printing addresses, note that the font of the addresses to be printed is not determined by the current logon language or the logon language at the time of address creation. International address versions enable the same address to be printed in different fonts (or versions), depending on certain parameters. A Japanese address is to be printed in Kanji (Chinese characters) if the sending company is also in Japan, or in international font if the sending company is not in Japan. See also SAP Note 316331 about international address versions.

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Appendix-5

Ensuring Data Correctness and Consistency

Duplicate check Standardized interface for integration of 3rd party or customerspecific tools

Postal validation for addresses Check against R/3 Regional Structure Standardized interface for integration of 3rd party or customerspecific tools

Check on bank details Archiving Predefined values and/or check tables for certain fields

© SAP AG 2003

In Business Address Services, interfaces for partner products are provided for the attachment of tools for duplicate check and error tolerant searches. The prerequisite for the duplicate check is that a solution of a third-party provider is used and the implementations for the Business-Add-Ins ADDRESS_UPDATE and ADDRESS_SEARCH are active (transaction SE19). You can customize postal validation. You can maintain a separate post-customizing for each country. The archiving flag (BUT000-XDELE) is set manually or via a BAPI. Data dependency test: The business partner cannot be archived when the following statements are true: The business partner is a reference business partner. The business partner is being used in a business transaction (for example, in an activity, opportunity, sales order, lead). Business transactions must first be archived. The business partner is an active organizational unit. Relationships to a product exist (for example, customer order number): Partner/product ranges must first be archived. An Internet user exists.

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Appendix-6

Business Partner Data Cleansing

In Data Cleansing, the following happens: Identified duplicates can be brought together with the dependent data and objects. All dependent data and objects can be presented graphically in a tree structure. After data cleansing, the duplicate can be archived automatically.

Benefits Reduced data redundancy Improved quality of data

© SAP AG 2003

Integration: Before data cleansing can be carried out, the redundant data must be determined in the system. The following possibilities for duplicate recognition exist: External search engine – The Business Address Services (BAS) provide an interface for integrating any necessary external software such as a search engine. Customer-owned programs Services from data providers to search your data for possible duplicates In individual cases you can find potential business partner duplicates in the hit list of the business partner search. Prerequisites: Redundant data records must have been determined in the system. To use the Business Address Services interface, make the following settings in Customizing: In the IMG, choose Basis → Basis Services → Address Management → Activate Duplicate Check Index Pools. Perform the following system settings in the SAP Business Partner IMG: Choose Cross-Application Components → SAP Business Partner → Data Cleansing → Maintain Number Ranges / Define Priorities / Activate Data Cleansing. © SAP AG

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Appendix-7

Business Partner Archiving Procedure

Phase 1 Selection Checking Setting of system status to ARCR

Phase 2

Phase 3

Writing of data to the archive (all data records with status ARCR)

Checking of archived data Deletion from database

© SAP AG 2003

The archiving flag (BUT000-XDELE) is set manually or via a BAPI. Data dependency test: The business partner cannot be archived when the following statements are true: The business partner is a reference business partner. The business partner is being used in a business transaction (for example, in an activity, opportunity, sales order, lead). Business transactions must first be archived. The business partner is an active organizational unit. Relationships to a product exist (for example, customer order number): Partner/product ranges must first be archived. An Internet user exists. Phases 2 and 3 of the archiving process must be initiated directly in the Archive Development Kit (ADK). The phase 1 tasks can be completed by periodic collective processing. Status ARCR stands for archivable.

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Appendix-8

Product Master Data Exchange SAP R/3 – CRM

Preliminary Steps Carry out the complete Customizing Download Product-relevant customizing object: DNL_CUST_PROD1 SAP R/3 material types

→ CRM basis hierarchy: R3PRODSTYP

SAP R/3 material groups

→ CRM basis hierarchy: R3MATCLASS

SAP R/3 product hierarchies → CRM basis hierarchy: R3PRODHIER

Carry out Initial Download Business object: MATERIAL

Ongoing Automatic Delta Download when changing material master data

Setup and Download guide

© SAP AG 2003

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Appendix-9

Archiving – Business Transactions

The following document types can be archived: Activities Sales orders Sales contracts Opportunities Service orders Service contracts Complaints Confirmations Leads

© SAP AG 2003

You can archive business transactions that were created in the CRM system. The associated data is copied to external archive files and then deleted from the database.

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Appendix-10

Search for Archived Documents in People-Centric UI In the People-Centric user interface, you can search for archived documents and display them.

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Appendix-11

Date Management Date Management enables you to process as many dates as you require in a document Examples of Date Types in Business Transactions: Date type:

Date rule:

Activity

Planned date: Actual date:

Current date

Sales Contract

Contract start: Validity period: Contract end: Call customer:

Current date 1 year Contract start + validity period Contract end – 2 weeks

© SAP AG 2003

Date management enables you to process as many dates as you wish in a transaction. It is used, for example, in contracts (for cancellations date, run times), activities (total duration of an activity), and quotations (valid to date). You can use date management in any other transaction types. You define specific dates, or the system can calculate dates using date types, durations and date rules. In the date profile, the system controls which reference objects, durations, date types, and date rules can be used in a specific transaction type. The date profile controls which reference objects, time duration, date types, and date rules can be used in a specific transaction type.

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Appendix-12

Dates in Business Transactions – SAP GUI

Date type

Date rule

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Appendix-13

Date Profile

Transaction type

Item category

Date profile: Which date types can I use? Which durations are included? What attributes have been given to the dates and durations? How are the dates determined (date rules)? Where do the dates and durations appear in the document?

© SAP AG 2003

Date types are descriptions of business transaction dates, for example, start of contract, end of contract, date of signature. Duration is the period between two points in time, which consists of a number value and a time unit to be defined. Date rules for calculating times are defined in XML.

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Appendix-14

Appendix

Base Customizing CRM Middleware People Centric CRM

© SAP AG 2003

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Appendix-15

System Landscape: Data Containers Used

Mobile Clients

Other Systems

XML Files, IDocs, SOAP, or ASCII Files

Data Extracts / Excel Workbooks

BDoc Messages

BW CRM Middleware

CRM Server Communication Station

Direct Access via BAPIs

SAP R/3 System © SAP AG 2003

BDoc messages serve as data containers on the CRM Server and between the CRM Server and the Mobile Clients. Data from SAP R/3 systems and other systems are received via BAPIs, XML files, Idocs or ASCII files. This data is mapped to fill BDocs for further distribution. Several layers can be distinguished to technically enable the data transfer between the systems involved: The TCP/IP transfer protocol is usually used on the network. Remote Function Calls (RFCs) or the File Transfer Protocol (ftp) provide data. BDocs, IDocs, XML messages or ASCII flat files contain the actual data.

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Appendix-16

CRM and Mobile Clients

Other Systems BW Communication Station

CRM Enterprise

CRM Middleware

Mobile Clients

SAP R/3 System

Access CRM data offline, update CRM data in online sessions Contain the application software for Mobile Sales and Mobile Service Are linked by a Communication Station to the CRM Server © SAP AG 2003

The Mobile Sales and Mobile Service components of CRM support a company’s mobile sales force and mobile service engineers respectively, providing full access to all the necessary data on laptop computers. This data is kept up to date by regular data exchange using the CRM middleware. CRM Mobile Sales and Service users carry a PC application including a local database on their laptops. They connect to the CRM Server from time to time via phone or network to exchange data accumulated and stored in queues at both ends. This connection is established via a communication station. The Mobile Sales or Mobile Service client contains the entire application software needed for offline data entry and processing including the Transaction Layer (TL) and the middleware for data exchange and communication with the CRM Server. It also contains a local database. For details about using the CRM middleware to connect with and exchange data with Mobile Clients, consider the course TACRM5 Mobile Sales + Service.

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Appendix-17

Messaging BDoc – Messaging Flow Inbound Queues

Inbound Queues

R/3 Adapter mBDoc

XIF Adapter mBDoc

Inbound Queues Inbound Adapter (Mobile Clients) sBDoc* Mapping Service

Messaging Flow

mBDoc CRM Service (Validation)

CRM DB

Replication Service mBDoc Outbound Adapter

Outbound Adapter

R/3 Adapter

© SAP AG 2003

BAPI Outboundstructures Queues

sBDoc* SynchFlow

XIF Adapter Outbound Queues

Mobile Bridge

XML / IDocs

Outbound Queues

Inbound mBDocs may be the result of a load from an external system or a mapping of synchronization BDocs to messaging BDocs. They are then passed to the validation service in the CRM Server. The validation service checks (validates) the contents of a BDoc. If the BDoc implies a suitable action, the validation service also does the processing of the data (similar to a BAPI). Generally, the call to a validation service that is not rejected results in an outbound processing. Outbound processing is started by the application whenever an application object is changed. A messaging flow dispatches a change notification to interested components (consumers). Receiver determination is done by simple intelligent replication. If a corresponding mobile scenario is used, the mobile bridge is invoked. The mobile bridge produces one or more sBDocs for one mBDoc. The inbound adapter (Mobile Clients) triggers the BDoc flow, while the flow starting at the R/3 adapter or the XIF adapter is triggered by the CRM Server applications. Both the R/3 adapter and the XIF adapter perform also the mapping from external formats to BDoc format. The outbound adapter is a generic adapter, which calls the receiving sites based on the site types and the receiver list. The adapters and services shown in the figure form part of the Middleware Broker functionality. The Connection Handler on the Mobile Clients disposes of other inbound and outbound adapters.

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Appendix-18

Synchronization BDocs – Synchronization Flow

sBDoc

Inbound Queue

Synchronization Flow

Inbound Adapter Mapping Service / Messaging Flow Mobile Bridge mBDoc (Validation, Replication) sBDoc CDB Service

CDB

Replication and Realignment Service Outbound Adapter Outbound Queues

© SAP AG 2003

The main tasks of a synchronization flow are storing data in the CDB (CDB service) and the realignment (synchronization) of data with mobile clients (R&R service → Outbound Adapter → Outbound Queue → Mobile Clients). An inbound sBDoc can be processed in two ways: If assigned to an mBDoc, it is (always) mapped to this mBDoc, which is then passed to messaging flow for validation in the CRM Server. If not assigned to an mBDoc, the sBDoc is (always) passed to synchronization BDoc outbound processing. Outbound processing can be in two ways: Initial load processing updates the CDB only. Notification (delta) processing takes place if the data distribution is active (table SMOFINICUS) and receiver determination, realignment, extract, and other processes need to run.

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Appendix-19

The External Interface Adapter: XML/SOAP Channel

CRM Server CRM Middleware mBDoc

Messaging Flow


CRM Application

SAP Exchange Infrastructure

XML

XML Messaging System

XML

SAP Business Connector

XML

XML/SOAP http

© SAP AG 2003

The figure shows a more detailed overview of SOAP/XML processing. SOAP/XML messages can be sent to XML messaging systems, which convert the XML into other XML schemata based on mapping rules and send these messages to other applications based on routing rules. For CRM – Business Connector communication, IDocs should be used. An IDoc transfer is quicker in comparison to SOAP/XML because, unlike an XML document, the IDoc document contains no metadata information (tags), therefore, the size of document sent down the line is substantially smaller in comparison.

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Appendix-20

The External Interface Adapter: ALE/IDoc Channel CRM Server

SAP Exchange Infrastructure (*)

CRM Middleware mBDoc

Messaging Flow

CRM Application

Flat file in IDoc format

File


XML

XML/SOAP tRFC

3rd Party ALE Converters

EDI/ IDOC

3rd Party ALE Messaging System

IDoc

EDI Subsystem

EDI

File

(*) Usage of the SAP Business Connector also possible © SAP AG 2003

The figure shows a more detailed overview of IDoc processing. IDocs can be used to send messages to the Business Connector where an IDoc XML document will be established and mapped to other XML schemata such as Rosetta Net, xCBL or the customer‘s own schemata. IDocs can be used to send messages to a flat file. IDocs can be used to send messages to an ALE converter where IDocs are mapped to standardized message formats (EDI communication). IDocs can be used to send messages to an ALE messaging system. In contrast to an ALE converter, the message handler will not perform any conversion or mapping but instead receives IDocs and sends them to applications for processing. IDocs can be used to send messages to an EDI subsystem. In contrast to an ALE converter, the EDI subsystem does not use direct program-to-program communication for transferring IDocs.

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Appendix-21

Groupware Integration – Scenarios

CRM Activities ' Tasks and Appointments in Groupware CRM Business Partners and Accounts ' Contacts in Groupware Integration of CRM Workforce Management with Groupware Assignment of demand and resources ' Tasks and Appointments in GW Resource availability in WF deployment scenarios Appointment in GW

Online Groupware & Clients Offline

Groupware Server

SAP CRM Server

© SAP AG 2003

Groupware benefits: Groupware solutions are used in almost every company. Users are familiar with groupware clients. Integration between the CRM Server and the groupware server is transparent to the users. Data is exchanged in real time. CRM data can be accessed from the groupware client, for example, Microsoft Outlook or Lotus Notes, on different devices, such as a PC, a laptop computer or a personal digital assistant (PDA). Groupware features: Real-time data exchange between CRM Server applications and a groupware server Support of Microsoft Exchange 2000 and Lotus Domino 5.0X CRM business partners and accounts are visible as contacts in groupware CRM activities are represented as tasks or appointments in groupware

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Appendix-22

Groupware Integration – Architecture CRM Server

Groupware Server

Business Partners

CRM Middleware SAP Groupware Adapter Message Transformation

SAP Groupware Connector

Activities

BDoc msg.

XML

XML

vCard/iCalendar

BDoc msg.

SAP Groupware Adapter transforms the BDoc message into a vCard or iCalendar object in XML format Data enrichment and data reduction capabilities SAP Groupware Connector transforms SOAP XML messages into proprietary API of the Groupware Server © SAP AG 2003

Groupware integration is achieved by a set of Groupware Adapters and Groupware Connectors. The SAP Groupware Adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology. BDoc messages are transformed to standard groupware formats such as iCalendar and vCard via a generic groupware adapter using a sophisticated XSLT mapping framework. This framework is known as The MapBox. Predefined mappings are delivered for groupware integration. SAP Groupware Connectors external to the CRM server perform the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed to proprietary groupware object formats.

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Appendix-23

Integration CRM – Business Information Warehouse

Extract of CRM Business Objects

CRM System

CRM Middleware BDoc Flow

BDoc

BW Adapter

SAP BW System

Download of Solution Workbooks

Replication of Solution Workbooks

© SAP AG 2003

The Middleware Broker provides data to an SAP Business Information Warehouse (SAP BW) system and receives reports from an SAP BW system to replicate them to Mobile Clients. However, only the extract function is available in a pure CRM Server Applications scenario (without Mobile Clients) because CRM Server Applications users will have direct access to an SAP BW system. The load of Solution Workbooks to the CRM system and, consequently, to Mobile Clients, is covered in the course TACRM5 Mobile Sales + Service. The SAP BW is linked to the CRM Server partly by the Middleware Broker, partly by direct RFCs and BAPIs. The BW adapter extracts data from the SAP Business Information Warehouse (SAP BW) for the following BDoc types: Sales orders, opportunities, leads, activities, contracts, billing documents (mBDoc types) One single sBDoc: Chemical Market Potentials. Further customer-defined extractions of sBDocs without using a messaging flow are possible. Product and campaign master data, which is not handled by the CRM middleware By default, changes to master data by a CRM Server Application always trigger a BDoc flow. However, the BW adapter does not use this BDoc flow for product data or campaign master data but receives the data from the application directly to put those data in a DataSource structure into the outbound queue where it is pulled by the SAP BW system using scheduled requests.

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Appendix-24

Appendix

Base Customizing CRM Middleware People-Centric CRM: Outlook

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Appendix-25

Outlook: SAP EP 6.0 Highlights (1) Built for the enterprise Runs on the most powerful operating system such as major Unix flavors Delegated administration helps manage large-scale implementations SAP Enterprise Portal 6.0 is even more secure and scalable

Lowest TCO SAP EP 6.0 widens support for industry standards (JCA, SOAP, JAAS) SAP EP 6.0 improves ease of use for developers, administrators and end users Portal Content Studio enables code free development of portal pages Architecture consolidation makes the product easier to install and administer Flexible navigation layout supports virtually every design scenario

Future Proof SAP EP 6.0 is an evolution of the proven SAP EP 5.0 SAP maintains its vision leadership with new patents SAP EP 6.0 introduces innovative collaboration capabilities SAP continues to drive industry standards such as Web services © SAP AG 2003

Customer benefits from using the mySAP Enterprise Portals solution Improved business efficiency Enhanced quality of business relationships Maximized value of the business Improving business efficiency: The mySAP Enterprise Portals solution unifies independent information systems into a single, seamless user experience. It allows users to receive notifications, research answers, and respond to business events – all without leaving the portal. The portal acts as the single point of access for heterogeneous business applications and collaboration, providing all the information and tools needed for every user community within the enterprise. This enables users to accomplish more in less time, increases business efficiency, boosts productivity and ultimately results in more satisfied employees, partners and customers Boost business. Enhancing the quality of your business relationships. With state-of-the-art collaboration and unique unification capabilities, the mySAP Enterprise Portal allows users to continuously improve the quality of their business relationships. By enabling employees, customers, and partners to share information and work seamlessly across departments and application silos, the portal eliminates traditional enterprise boundaries that impeded efficiency and productivity. This enables the enterprise to fully maximize its resources and assets, resulting in improved innovation and product and service quality.

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Appendix-26

Outlook: SAP EP 6.0 Highlights (2) End-user support Highly adaptive layout and navigation scheme Five tiers of personalization (role, theme, page, iView, iView content) Accessibility support

Administrator support Portal Content Studio as integrated administration framework Portal Catalog for managing all portal objects in one place Integrated monitoring and managing of all components

Enhanced Portal Development Kit Standard Java development environment Integrated Connectivity Framework and Unification Web services support integrated into the connectivity framework

© SAP AG 2003

Maximizing the value of your business: The mySAP Enterprise Portal helps the enterprise fully leverage its assets to create immediate results and long-term ROI. Through unification, the portal provides unprecedented access to information across all enterprise systems. This empowers all employees, partners, and customers to act quickly while ensuring that everyone remains aligned with the enterprise’s strategy and goals. In this way, the mySAP Enterprise Portal helps manage costs, improve productivity and optimize revenue for greater profitability. By enabling the entire business to collaborate and make well informed business decisions, the portal allows an enterprise to implement new approaches to driving value and achieving success.

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Appendix-27

Outlook: SAP EP 6.0 Highlights (3) Wide Platform Support Support wide range of operating systems such as Unix and Windows Broad support for existing IT landscape (LDAP, Web servers) Support for 20 languages (including Asian languages)

Architecture Consolidation Modular components and Web services based on remote access (SOAP) Consolidation results in performance improvement Fully leverages SAP J2EE engine capabilities

Even more scalable Support for federated portals Comprehensive support for external portals

Compatibility Smooth migration from 5.0 to 6.0 © SAP AG 2003

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Appendix-28

Outlook: SAP EP 6.0 Highlights (4) More intuitive navigation Flexible navigation layout offers a variety of options for user experiences Drag & Relate is merged with Portal navigation Powerful navigation iViews such as see also, targets

Portal View Role-based navigation scheme and look and feel

Accessibility Accessibility Support

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Appendix-29

Outlook: User Management New Features Web-based user administration Self-registration for end users User can create account in the portal Workflow for approval of registration request by administrator*

Password management and policies Configurable expiration dates Initial passwords and change at first logon Limit of failed logon attempts

Flexible user persistence layer LDAP directory, database or SAP system as user store

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Appendix-30

Outlook: User Management – Logon and User Self- Registration

Welcome Screen (Form Based Logon)

User SelfRegistration © SAP AG 2003

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Appendix-31

Outlook: User Management – Creating a New User

Creating a New User

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Appendix-32

Outlook: User Management – Architecture

Portal Server

• LDAP Directory User Persistence •• Database SAP System Store

Portal Database

UM Instance

Basic user data Basic group data User → group assignment

Store portalspecific data

PCD Instance

User/group → role assignment

User roles (metadata)

User mapping (for SSO purposes)

Content → role assignment User’s personalization data

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Appendix-33

Outlook: User Management – Permission Editor

Delegated Admin: Defining the Admin Authorizations for a Portal Content Object (here: Page) © SAP AG 2003

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Appendix-34

Outlook: Administration Improvements Delegated administration Multiple predefined administration roles (such as system admin, content manager, developer) Customizable admin roles Each Portal Catalog object can be delegated to a sub group

New Portal Catalog

Portal Catalog

Central structure for storing and organizing all portal objects (for example, iViews, pages, roles, worksets, connectors)

Improved Administration tools Transport capabilities for entire Portal Catalog including version control Improved backup and restore Comprehensive auditing and monitoring

Even more secure Support for multiple user directories at once

Delegated admin

Java-based pluggable authentication model (JAAS) User self-registration is integral part of user management © SAP AG 2003

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Appendix-35

Outlook: Delegated Administration

SAP delivers administrations roles Super Admin (including all admin roles) System Admin Content Admin User Admin These roles can be customized by customers Delegation of objects on the Portal catalog All admin authorizations Read admin authorization Write admin authorizations None admin authorizations

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Appendix-36

Outlook: Portal Content Studio – Portal Catalog

Portal Catalog

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Appendix-37

Outlook: Portal Content Studio

Tools of the Portal Content Studio iView Editor Role Editor Page Editor Workset and Role Editor Layout Editor Goals of the Portal Content Studio Code-free development of portal content Mass creation of high quality content with lower cost Targeted for content experts, content managers

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Appendix-38

Outlook: Portal Content Studio – Creating Content (1)

Editing Content by Right-Clicking for Menu of Options

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Appendix-39

Outlook: Portal Content Studio – Creating Content (2)

Relevant Editors

Page Content List

Attributes

© SAP AG 2003

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Appendix-40

FS310 Inkasso/Exkasso

SAPCRM mySAP CRM Solution Overview

CR100

CRM Base Customizing

THE BEST-RUN BUSINESSES RUN SAP © SAP AG 2003

SAP R/3, SAP CRM 4.0 (BBP release)

2004/Q1

Material number: 50066460

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Preface-1

Copyright

Copyright 2003 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. All rights reserved.

© SAP AG 2003

Trademarks: Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation. IBM®, DB2®, DB2 Universal Database, OS/2®, Parallel Sysplex®, MVS/ESA, AIX®, S/390®, AS/400®, OS/390®, OS/400®, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere®, Netfinity®, Tivoli®, Informix and Informix® Dynamic ServerTM are trademarks of IBM Corporation in USA and/or other countries. ORACLE® is a registered trademark of ORACLE Corporation. UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group. Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA® is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One. SAP, SAP Logo, R/2, R/3, mySAP, mySAP.com, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. © SAP AG

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Preface-2

Prerequisites Prerequisites: SAPCRM

Recommended: Study of the mySAP CRM learning map, "mySAP CRM Solution Overview": SAP eBooks (narrated unit slides), SAPTutorials (interactive screencams), and the links to the documentation Study of learning maps for SAP CRM 3.1 and SAP CRM 4.0 for better knowledge of functions Note: Customers and partners can access the mySAP CRM learning maps on the Service Marketplace at service.sap.com/okp. OKP stands for SAP Knowledge Products.

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Preface-3

Target Groups and Duration Target Groups: SAP R/3 customers and potential SAP customers planning an implementation of mySAP CRM Customers and consultants who need to get detailed knowledge about the base customizing in SAP CRM 4.0 Those who want to learn the fundamentals of SAP CRM 4.0 and its key capabilities

Duration: 5 days

© SAP AG 2003

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Preface-4

Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

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Preface-5

Overview of CRM Server Technology and User Interfaces: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

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1-1

Overview of CRM Server Technology and User Interfaces mySAP CRM Architecture Overview Review of Key CRM Capabilities User Interface Concepts for CRM Data Maintenance

© SAP AG 2003

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1-2

Overview of CRM Server Technology and User Interfaces: Unit Objectives At the conclusion of this unit, you will be able to: Describe the various components of the mySAP CRM architecture Describe the CRM server technology Define CRM middleware Describe the different user interface options Explain data maintenance with the different user interfaces

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1-3

Overview of CRM Server Technology and User Interfaces: Business Scenario

Your enterprise has selected mySAP CRM as its customer relationship management solution. Therefore, you want to become familiar with the key capabilities mySAP CRM offers. In addition, you want to learn about mySAP CRM architecture and find out what different user interfaces are available.

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1-4

Customer-Centric E-Business with mySAP CRM



© SAP AG 2003

Today’s complex customer problems require a deployable customer relationship management (CRM) solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers.

mySAP CRM combines extensive functional capabilities in the core areas of marketing, sales and service with award-winning analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers.

All this functionality enables the closed-loop interaction cycle underlying mySAP CRM’s unique value propositions.

mySAP CRM is built on an open, reliable, secure and scalable technology platform.

The comprehensive range of services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the solution environment.

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1-5


SAP R/3

CRM System


Mobile Clients Handheld devices

SD


SAP BW

SAP APO

© SAP AG 2003

mySAP Customer Relationship Management (my SAP CRM), which is part of the mySAP Business Suite, includes a central CRM server, which provides access to the system via various channels, and connection to other systems. The following capabilities are supported in mySAP CRM: y Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to contact sales or service representatives. y Internet access: Users can configure and order products or services using the Internet components of mySAP CRM. y Mobile clients and handheld devices: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server.

The mySAP CRM solution offers the following fully integrated connections: y The SAP CRM system as a central CRM server with its application components y SAP R/3 as a back-end system with proven ERP functions y The SAP BW system as a data warehouse solution with comprehensive statistical and analytical possibilities y The SAP APO system as a global Available-to-Promise (ATP) check and demand planning solution y The SAP Enterprise Portal as a tool that provides integrated access to all systems

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1-6

SAP CRM and Other SAP Systems

SAP R/3

SAP CRM CRM Enterprise CRM Middleware

R/3 Adapter Plug-In BW Adapter

SAP BW

SAP APO

© SAP AG 2003

Data is exchanged between the CRM system and a connected OLTP R/3 system (release 3.1I and later) primarily via the CRM middleware. A plug-in installed on the OLTP R/3 system acts as a counterpart to the R/3 adapter, supporting the communication of data between the two systems. The data exchange includes an initial transfer of customizing, master and transactional data to the CRM system, as well as delta data in both directions.

Sales orders are entered in the Internet Sales application component, Interaction Center, Mobile Client or the CRM server. To confirm whether the requested items can be delivered on time, you need to carry out the Available-to-Promise (ATP) check. The SAP Advanced Planner and Optimizer (SAP APO) performs these functions. SAP APO is used in mySAP Supply Chain Management and can be integrated seamlessly with the mySAP CRM solution.

The SAP Business Information Warehouse (SAP BW) is used as a data source for part of the mySAP CRM solution, but also contains data for consolidation and analysis.

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1-7

SAP Enterprise Portal – A Cornerstone of People-Centric CRM Provides CRM users with easy access to multiple sources Applications – mySAP CRM, SAP R/3, non-SAP my SAP Business Intelligence – CRM Analytics Content and Documents – Info Center with sales collateral Web – news on market trends and competitors, for example

© SAP AG 2003

A portal enables personalized access to appropriate information – transactional, analytical and Web content from various sources – for a certain purpose. Portals help to procure information. The information is often scattered in various formats in various filing systems, such as file servers, Web servers and databases. The task of the portal is to provide this information specifically to the user at a single source.

The relevant information and applications are consolidated for the users by content editors and portal administrators.

For users, portals have advantages because the cumbersome search for information and applications is no longer necessary.

The portal server creates the HTML from the various sources. Content metadata and user data is stored in the persistence layer. Other components of the SAP Enterprise Portal enable single sign-on (based on the Lightweight Directory Access Protocol (LDAP) for user management) and session management for locking and unlocking data.

The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag and relate functionality).

The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal.

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1-8

People-Centric CRM – Role Concept

Individuals must perform different job functions, business activities, and tasks

In People-Centric CRM, all content needed to perform a job function is packaged as a role. A role consists of worksets for each business activity. Each workset provides pages containing iViews and external services to access all underlying applications needed to perform a task. © SAP AG 2003

Portal content consists primarily of iViews. Each iView brings to the portal desktop specified data from an information resource such as a relational database, ERP system, CRM system, enterprise application, collaboration tool, e-mail exchange system, intranet or the World Wide Web. iViews return up-to-theminute information each time they are launched.

iViews are generally displayed through portal pages. You can import predefined pages or create your own pages. The page definition includes a list of associated iViews and layout specifications. Worksets bundle related pages, iViews, and roles.

User access to content is determined by role definitions. A portal role is a collection of task-oriented content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles.

The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar and the detailed navigation tree. A user navigates through portal content by clicking tabs at top and detailed navigation levels.

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1-9

Pre-configured Roles in mySAP CRM

The following applications run in preconfigured roles: Sales Marketing Service Interaction Center Channel Management Portal Administration

Additionally, many industry roles are available or planned.

© SAP AG 2003

Business packages are groups of related worksets. They are available through the iViewStudio (www.iviewstudio.com).

The Business Package for SAP CRM 4.0 primarily supports the following roles: y Sales: sales manager, sales representative, billing clerk y Marketing: campaign manager, lead manager, lead qualifier, account manager, trade marketing manager, brand manager y Service: service manager, service representative y Interaction Center: Interaction Center manager, Interaction Center agent y Channel Management: customer and customer administrator, channel manager, partner manager, partner manager – channel commerce, partner employee y Portal administration: CRM portal user, CRM portal administrator

In addition, the business packages for the individual industries delivered with SAP CRM 4.0 contain many roles for mySAP CRM for Industries.

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1-10

People-Centric User Interface – Business Transactions

Orientation area

Search area and result list: Search, identify and select documents

Detail area 1 & 2: View and maintain data of selected document

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1-11

People-Centric User Interface – Search Documents

Predefined search variants

Quick search

Advanced search

Advanced Search:

Add new search variant

Remove existing search variant

© SAP AG 2003

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1-12

Structure of Business Transactions on SAP GUI Locator

Work area

Toolbar

Header data: details displayed on tab pages Items

Item details

© SAP AG 2003

Because some transaction types do not contain items (for example, activities), the screen does not display an item list or item details section when you are working with these transactions.

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1-13

Working with Business Transactions on SAP GUI Application log: Displays error messages Display or hide locator

Maximum / minimum display Display business partner cockpit

Settings

Compress header data

Work with several documents in parallel

© SAP AG 2003

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1-14

Locator on SAP GUI Worklist

Find

Calendar

Open documents

Other documents

Dates and To-Do Lists

Hit list

© SAP AG 2003

The Locator includes various functions that are used to find documents, tasks and appointments.

Within the worklist, you can find transactions belonging to you, your department, and your group.

With Find, you can search for different documents using various search criteria, such as transaction type or transactions types with a specific sold-to party.

Within the Calendar tab, you can display either appointments or tasks to do.

The values in the pull-down list are dependent on the application you are using.

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1-15

Overview of CRM Server Technology and User Interfaces: Unit Summary You are now able to: Describe the various components of the mySAP CRM architecture Describe the CRM server technology Define CRM middleware Describe the different user interface options Describe data maintenance with the different user interfaces

© SAP AG 2003

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1-16

Exercises Unit:


Topic:

Key Capabilities, Architecture and Data Maintenance

At the conclusion of this exercise, you will be able to: • List the key capabilities in SAP CRM 4.0 • Use People-Centric CRM to locate an account and create an account • Use People-Centric CRM to locate a product • Locate the account created in People-Centric CRM on the SAPGUI A customer would like to know what key capabilities are available and the functions of each key capability. In addition, the customer would like some information about the architecture. The customer is also interested in purchasing some products at a later date. The sales representative has spoken to the customer and would like to create the customer in PeopleCentric CRM.

1-1

A customer would like to know what key capabilities are available with SAP CRM 4.0. 1-1-1 List the eight key capabilities and describe each one: __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________

1-2

List the various parts (up to nine) of the system landscape for SAP CRM. ________________________________________________________ ________________________________________________________

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1-17

________________________________________________________

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1-18

1-3

List the two interfaces available for SAP CRM 4.0. ________________________________________________________

1-4

The sales representative talked recently with a potential customer who would like to order some product in the future. Create an account using the Sales Rep Portal. 1-4-1 Log on to the Sales Rep Portal. (In your business workplace inbox, you should have a link to the portal. If it is not there, ask your instructor.) 1-4-2 Enter Sales rep as the user name and welcome as the password. 1-4-3 Go to the following worksets: Account Management → Account. 1-4-4 Click Create and select Organization. 1-4-5 Enter ##Umbrella Communication as the organization name and enter its address in the appropriate fields: ## South Ave., Seattle, WA, 98155, USA. Choose Enter. 1-4-6 Go to the Sales Area tab. Select the sales organization US Sales & Service and the distribution channel Final Customer Sales. 1-4-7 Save the new account. Note the account number.

1-5

The agent would like to view the account information that the sales representative created. The agent wants to ensure that the account was created in the CRM Server. 1-5-1 Go to the screen for maintaining a business partner. From the SAP GUI, choose Master Data → Business Partner → Maintain Business Partner. 1-5-2 In the Locator on the search tab, locate the business partner. Look for an organization whose name (Name1) is ##UM*. Choose Enter or Start. You should get a list of business partners. 1-5-3 Select ## Umbrella Communication, the business partner you just created. You should see the account that the sales representative created in People-Centric CRM.

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Solutions

1-1

Unit:


Topic:

Key Capabilities, Architecture and Data Maintenance

A customer would like to know which key capabilities are available with SAP CRM 4.0. 1-1-1 List the eight key capabilities and describe each one: Marketing: Marketing provides the tools you need to handle marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation. It eliminates complex integration issues by proving everything you need to track and analyze customer relationships from order placement to shipping and billing. Sales: Sales provides sales organizations with the functions they need to maximize sales-team productivity, dramatically shorten sales cycles, quickly increase revenues, and promote customer loyalty. Your sales organization benefits from consistency, predictability, and effectiveness, ensuring that promising leads become profitable customers. Service: Service empowers customer service and support, e-service, field service, and service operations. Service speeds time to resolution by providing consolidated operational insight that enables decision-makers to make informed judgments. Service also ensures that personnel meet service-level responsibilities. Analytics: With mySAP CRM Analytics, you can analyze customer interactions, business processes, and market opportunities, and then apply the knowledge gained toward improving all your customer-focused operations. Interaction Center: Interaction Center unites your front and back offices into a single, enterprise-wide operation. In this way, all members of the enterprise can manage customer relationships across every channel. With mySAP CRM, you have a collaboration and communications platform for telesales, telemarketing, and customer service and support. No matter how customers contact you, agents can handle their requests quickly and consistently. And because mySAP CRM provides interaction center managers and agents with access to every customer interaction, you can align customer acquisition and retention goals with corporate cost and revenue objectives. E-Commerce: E-Commerce provides an e-commerce platform that enables companies to turn the Internet into a profitable sales and interaction channel for both business customers and consumers. You can empower customers with a personalized Web experience and convenient self-service. With E-Commerce

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you can strengthen sales and service operations with a fully integrated Web channel while reducing transaction costs and customer service calls.

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Channel Management: Channel Management provides a platform for organizations to manage partner relationships and enable channel partners to sell more effectively, making their direct channel more profitable. Channel Management leverages the core strengths of E-Commerce. Field Applications: Field Applications provides marketing, sales, and service functionality in an offline environment on notebooks or personal digital assistant (PDA) devices. To manage your customer relationships, it is very crucial that the necessary information is available for your field sales force and field service technicians who work in an offline environment. Marketing, sales, and service functionality run within Mobile Sales and Mobile Service on a notebook. Sales and service functions run in Mobile Sales for Handheld and Mobile Service for Handheld on a PDA. mySAP CRM Field Applications provides you with functions that are integrated across all channels such as Interaction Center or E-Commerce. 1-2

List the various parts (up to nine) that make up the system landscape for SAP CRM. SAP Enterprise Portal, CRM Enterprise, Middleware, R/3 OLTP, SAP BW (SAP Business Information Warehouse), SAP APO (SAP Advanced Planning and Optimizer), mobile clients, handheld devices, Internet.

1-3

List the two interfaces available for SAP CRM 4.0. People-Centric CRM (PCC) and SAP GUI

1-4

The sales representative talked recently with a potential customer who would like to order some product in the future. Create an account using the Sales Rep Portal. 1-4-1 Log on to the Sales Rep Portal. (In your business workplace inbox, you should have a link to the portal. If it is not there, ask your instructor.) 1-4-2 Enter the following data: Field Name or Data Type

Values

User Name

Salesrep

Password

welcome

1-4-3 Go to the following worksets: Account Management → Account. 1-4-4 Click Create and select Organization.

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1-4-5 Enter the following data for the organization you want to create: Field Name or Data Type

Values

Organization

##Umbrella Communication

Street

South Ave.

Number

## (your group number)

Zip Code

98155

City

Seattle

Region (state or province)

WA

Country

USA

Choose Enter. 1-4-6 Choose Account Management → Accounts and go to the Sales Area tab. Choose Additional Sales Areas. Search for the sales organization US Sales & Service and distribution channel Final Customer Sales. Select this organization and distribution channel and click Copy. You can sort the distribution channels by clicking the title. 1-4-7 Save the new account. Note the account number. 1-5

The agent would like to view the account information that the sales representative created. The agent wants to ensure that the account was created in the CRM Server. 1-5-1 Go to the screen for maintaining a business partner. From the SAP GUI, choose: Master Data → Business Partner → Maintain Business Partner 1-5-2 In the Locator on the search tab, locate the business partner. Enter the following data: Field Name or Data Type

Values

Find

organization

By

name

Name1

##UM* (## = group number)

Choose Enter or Start. You should get a list of business partners. 1-5-3 Select ## Umbrella Communication, the business partner you just created. You should see the account that the sales representative created in the PeopleCentric CRM.

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Business Partners: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces 6.


2.

Business Partners

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


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Business Partners

Business Partner Overview Business Partner Modeling Elements Customizing and Configuration Data Distribution and Data Structure Mapping

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Business Partners: Unit Objectives

At the conclusion of this unit, you will be able to: Explain the SAP Business Partner Use partner categories, Business Partner grouping and Business Partner roles Explain Business Partner relationships Set up Business Partner group hierarchies Customize the mapping to the SAP R/3 system

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Business Partner: Business Scenario

Your enterprise has relationships with different types of business partner. For this reason, you want to learn how the concept of the SAP business partner can help you maintain these relationships.

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How BP Master Data Gets into the System Initial load load from from legacy legacy system system

Internet Internet Self-Registration Self Self-Registration

External External List List Management Management (Marketing) (Marketing)

Download from SAP R/3 R/3

SAP BW BW (Leads) (Leads)

People-Centric People People-Centric CRM CRM

BP BP Master Master Data Data in in SAP SAP CRM CRM

mySAP CRM Field Field Applications Applications

mySAP CRM Interaction Interaction Center Center BP Maintenance Maintenance in CRM CRM Enterprise Enterprise

BP = Business Partner BW = Business Information Warehouse

© SAP AG 2003

Business Partner data is used in many business transactions. The system proposes business partner master data in the appropriate fields when, for example, you create a sales order in mySAP CRM. A business partner can be created in the CRM enterprise from many sources as shown in the figure: y Initial load from legacy system: Business partner data can be imported into the CRM enterprise system from a legacy system. y Internet Self-Registration: With the E-Commerce function, a consumer can register himself. The business partner is created automatically in the CRM enterprise. y CRM Mobile Client: With the Field Application function, a sales representative can create or change the business partner data. When the sales representative synchronizes the laptop computer with the CRM enterprise, the data is transferred. y People-Centric CRM: If the role has the Account and Contact Management workset, then the user could maintain a business partner. For example, the Sales Representative role allows the sales representative to maintain his customer accounts. The Sales representative uses the Portal to access the account and maintain the changes. When saved, the account information is transferred to the CRM enterprise. y mySAP CRM Interaction Center: With either the Winclient or Webclient Contact Center, an agent can create or change the account information. This data is transferred to the CRM enterprise.

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BP Maintenance in CRM Online: The user can create or change the business partner directly through the CRM enterprise through a transaction.

SAP BW (Leads): This allows you to import lists into SAP BW that you can then transfer into the CRM system using the Segment Builder.

External List Management (Marketing): This scenario requires that addresses rented from address providers be deleted from the system after a certain number of contacts or after a certain period if no positive reaction is elicited from the business partner. A positive reaction can be defined as a positive inbound contact. The number of permitted contacts or the period in which the addresses can be used is defined in the contract conditions of the address provider. The logging of all interactions in External List Management with the rented business partners makes it possible for all participants to view at any time whether an address can be added to the customer master data of the company or whether it must be deleted because the agreed period has elapsed (or because the maximum number of contacts have been made).

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SAP Business Partner Patient

Business Partner Structures

Loan recipient

Tenant

Employee

Creditor

SAP SAP Business Business Partner Partner

Vendor

Customer

Debtor

Neutral

Organizational Unit

Persons and organizations © SAP AG 2003

Cross-application

The SAP business partner allows the standardized maintenance of business partners across components.

Application-neutral data, such as name, address, bank details, and payment cards, is mapped. In doing this, the particular requirements for mapping organizations, groups and persons are taken into consideration.

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Business Partner Category

Person

Organization

Group

© SAP AG 2003

A business partner can be a person, a group of people, or an organization, representing a business interest.

The categorization of a business partner as a person (for example, a private person), a group or an organization (legal person or part of a legal person, for example, department) is known as the business partner category.

A group is the depiction of a shared living arrangement, a married couple, or an executive board.

When a group is created, the corresponding partner group type must be entered.

The organization represents units such as a company, a division of a company, a club, or an association.

In addition to a legal person, parts of a legal person can be mapped as a business partner. Organization acts as an umbrella term to depict all conceivable occurrences in daily business activities. In this way, a subsidiary or a purchasing department represents only parts of a legal person.

The business partner category must be defined when creating a new business partner.

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Grouping

Business Partner Category Grouping z Business Partner

Grouping z Number ranges z Freely definable criteria z Standard grouping

A business partner must be assigned to a group The grouping controls the number range Internal and external number assignment is possible The grouping is defined in Customizing You can make settings for standard groupings © SAP AG 2003

A business partner grouping classifies business partners according to user-defined criteria. The Customizing transaction appears as follows: y Definition of number ranges for business partners y Definition of groupings for business partners and assignment of number ranges

When creating a business partner, internal number assignment is the default. Alternatively if you want to use external number assignment, you must choose the relevant grouping and enter the external number.

You can define standard groupings in Customizing. This means that a grouping is automatically selected if a business partner is created without entering a business partner number or grouping (with internal number assignment) or if a partner number but no grouping is entered (with external number assignment).

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Business Partner Roles

Sold-to Sold-to party party

Bill-to Bill-to party Invoice

Payer Payer

A role role offers offers aa particular particular view of the BP master © SAP AG 2003

A business partner can come into contact with an enterprise in various situations. Depending on which business processes the business partner is involved in, completely different information about the business partner may be needed. For example, for the goods delivery transaction, information about the shipping and delivery conditions is required; for the sales order transaction, delivery dates and payment conditions are relevant.

You can create more than one business partner role for one business partner; general information, such as name, address, and bank details, must be entered only once.

All applications or industry business solutions using the SAP Business Partner function provide special business partner roles.

Each partner role contains various data sets: y General data y CRM-specific data y Relationships

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Data Sets

Role: Contact person Address

Address

Role: Ship-to party Address

Pers. data

Pers. data

...

Sales

General General data data

Shipping

Shipping

...

Billing

...

CRM-specific CRM-specific data data

Business partner master data sets

Each Each role offers a different view of the BP master master

© SAP AG 2003

You can use data sets as building blocks for defining business partner roles in the business processes of your enterprise.

The following data sets are available in SAP CRM: y General data: address, personal data, bank details y CRM-specific data: sales, shipping, billing, classification, hours, partner functions, excluded partner functions y Relationships

Attributes frequently used together are grouped in set types. For example, the set type shipping contains attributes such as shipping conditions and delivery priority.

Business processes that refer to a business partner require different parts of the business partner data. You can maintain different sets depending on the partner role.

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Business Partner – Address Management Integration of Business Address Services (BAS) Any number of addresses for each business partner Address usage assigns addresses to the relevant business processes One address as standard address Physical and/or mailing address Address-dependent and address-independent communication data Postal validation against SAP regional structure Standard interfaces (BAdIs*) for external tools

Postal validation

Error-tolerant search

Duplicate check

*BAdI = Business Add-In © SAP AG 2003

SAP Business Address Services (BAS) is used for maintaining BP address data.

You can maintain any number of addresses for each business partner. One address per business partner is always flagged as being the standard address. You can define address usages by assigning the different addresses to the relevant business processes.

Postal data and information on different communication types, such as phone numbers, fax numbers and e-mail, can be assigned to the address.

If you have only the name and the (mobile) phone number of a business partner but you don’t know the address, you can create a BP with this address-independent communication data.

A postal validation for the postal code, the city and the street can be carried out by checking against the SAP Regional Structure. You can also use external software for postal validation, an error-tolerant check for duplicates, and searches. (For more information, please see SAP Note 176559.) The following are examples of possible checks: y Postal codes, cities and streets, and combinations of all of them are checked for consistency. During the check, missing elements are added. For example, if you enter only the city, the postal code is added. y When you create and change a business partner, several phonetically similar, existing BPs are proposed for comparison purposes. This prevents you from creating the same partner more than once.

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SAP Business Partner: Relationships Used for describing relationships between business partners Attributes describe relationships Some relationships are time-dependent

RMG Inc.

Smith Smith & Partners Partners

Business Partner No. 60095

Business Partner No. 62031

11 May May 1995 1995 –– 31 31 March March 2003 2003 Is Is shareholder shareholder of of 80% 80%

© SAP AG 2003

A business partner relationship forms a business-relevant connection between two business partners.

To show that two business partners have a particular relationship to one another, we assign them a relationship category.

By entering a start and end date, a business partner relationship can be given a time limit. In this way, you can, for example, obtain an overview of those periods during which a particular company operated as a shareholder of an organization.

Existing relationships can be extended by adding attributes and new relationship categories via the Business Data Toolset (BDT).

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Business Partner Relationship Category (Example)

Contact Person Relationship

has contact person Organization Organization

Function

is contact person of

Relationship Attributes

Department Authority

Person Person

Employee responsible

Communication data

© SAP AG 2003

Business partner relationship categories describe the business-relevant relationship between business partners.

It is possible to enhance a relationship category with attributes. It is also possible to define additional relationship categories. In the SAP Reference IMG, choose Cross-Application Components → SAP Business Partner → Business Partner → Extensibility.

The relationship category describes the properties of a relationship and characterizes it with attributes.

There is a difference between a one-way business partner relationship category and an undirected business partner relationship category. In a one-way relationship category, the relationship extends from one partner to another, but not vice versa (for example, "is employee of"). An example of an undirected relationship is "is married to."

With the business partner relationship category, you determine whether only one relationship of this category can be created (for example, "is married to"), or whether several relationships of this category can be created at the same time (for example, "is contact person of").

The business partner relationship categories available depend on the business partner category in question. When a relationship is created, the system can check whether a business partner was created in a particular role (role dependency of a relationship category).

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BP: Structure of Group Hierarchy

Hierarchy trees are used to map business partner group hierarchies in CRM For example, purchasing collaboration, chains, ... Business partners are subsequently assigned to the hierarchy nodes

BP100 BP100

BP10 BP10

BP20 BP20

BP60 BP60

BP30 BP30

BP70 BP70

BP40 BP40

BP80 BP80

BP50 BP50

BP90 BP90

© SAP AG 2003

Business partner group hierarchies consist of hierarchy nodes.

Business partner master records are subsequently assigned to the hierarchy nodes.

Group hierarchies can be transferred to the mobile clients.

Group hierarchies maintained originally in CRM enterprise cannot be transferred to SAP R/3.

SAP R/3 customer hierarchies can be loaded into SAP CRM, but cannot be subsequently changed in CRM.

If this download is active, no business partner group hierarchies of the type pricing can be created within CRM enterprise.

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BP: Group Hierarchy Categories Pricing Conditions and price agreements are assigned to hierarchy nodes.

3% 3% Discount Discount

Conditions and price agreements apply for all business partners who are assigned to the subordinate hierarchy nodes, dependent on the Customizing settings for pricing. BP10 BP10 BP20 BP20

Reporting structure

Groups business partners together in a hierarchy for statistical or analysis purposes

BP10 BP10

BP20 BP20

BP30 BP30

BP40 BP40 BP50 BP50

BP60 BP60 BP70 BP70 BP80 BP80 BP90 BP90

BP40 BP40 BP50 BP50 BP60 BP60 BP70 BP70 BP80 BP80 BP90 BP90

© SAP AG 2003

You can create group hierarchies of different categories, for example, a group hierarchy of the category pricing or statistics.

A business partner can be assigned to several hierarchies of different categories.

The business partner group hierarchy, including its different hierarchy levels and nodes, is sales areaindependent.

In a business partner group hierarchy of the category pricing, you can store sales area-independent information on every hierarchy level.

The business partner group hierarchy allows you to group business partners in a multilevel group hierarchy.

A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from business partner to hierarchy node.

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Consistent Distribution of Business Partners

CRM

R/3

Customer External number range 5000 - 5999

Sold-to party (newly created) Internal number range 5000 - 5999

Customer (newly created) Internal number range 1 - 4999

Sold-to party External number range 1 - 4999

© SAP AG 2003

If you want to have identical numbers for the business partners in both systems The internal number range within SAP CRM corresponds to an external number assignment in SAP R/3. In this way, a business partner receives the same number in both systems. Generally speaking, an active SAP R/3 system already exists and the number ranges in SAP R/3 are already defined. If an internal number assignment is desired in SAP R/3, no further number ranges are necessary. If external number assignment occurs in SAP R/3 as well, this number range must be maintained.

You define the number ranges in SAP R/3 and assign them to account groups in the Implementation Guide (IMG) as follows: y Choose Logistics → General → Business Partner → Customers → Control → Define and Assign Customer Number Ranges.

You define the number ranges in mySAP CRM in the IMG as follows: y Choose Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Number Ranges and Groupings → Define Number Ranges.

Mandatory fields must be synchronized between SAP CRM and SAP R/3.

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Two Systems, Two Different Concepts SAP R/3

SAP CRM

The The account account group group of of the the customer customer master master defines defines the the following: following:

Grouping Grouping

The The number number range range

P rocesses aa customer Processes customer can can be be used used for for (partner (partner functions) functions)

Field Field attributes attributes

Determines Determines the the number number range range

Business Business Partner Partner Role Role

Provides ifferent views d Provides different different views of of BP BP data, data, dependent dependent on on different different processes processes

Determines Determines the the field field attributes attributes

Classification Classification

Defines Defines to to which which SAP SAP R/3 R/3 account account group group aa business business partner partner is is mapped mapped

Data ets S Data Sets Sets

Depends Depends on on processes processes in in which which aa business business partner partner can can be be used used

© SAP AG 2003

SAP R/3 and SAP CRM have contrasting data models: The business partner concept in CRM is more flexible than the customer master in SAP R/3. SAP R/3 and SAP CRM have different, independent concepts regarding number range assignment, data display, and data usage. For this reason, you cannot use the business partner role and business partner grouping for mapping to account groups. To map to account groups, you use the classification.

SAP R/3 and SAP CRM also have two different concepts regarding the use of business partners in business processes (for example, in an order). In SAP R/3 you can use only a customer with the correct account group (for example, sold-to party). In SAP CRM, you can use each business partner for a specific process independent of its role, as long as the necessary data is maintained (for example, a business partner can be used as a sold-to party only when pricing data is maintained).

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Mapping of Classifications and Account Groups

CRM

BP role

Classification

R/3

Account group group

Sold-to party Shipto party

Partner role Sold-to party

Customer

0001

Bill-to party

Shipto party Bill-to party

Payer

Payer

© SAP AG 2003

A mapping structure exists between business partners in SAP CRM and SAP R/3 customers (in both directions).

You should create your own account group for the data transfer from SAP CRM to SAP R/3.

In SAP CRM, you can classify a business partner in four ways. These classifications are mapped with the account groups. SAP CRM offers these four classifications: y Consumer (an organization or person) y Customer y Prospect y Competitor

You cannot define your own classifications.

In SAP CRM sold-to party, ship-to party, bill-to party and payer map to the customer and the customer is mapped to one account group.

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Extensibility – Features BP Roles and Relationships Include additional attributes in roles and relationship categories Create additional roles Create new relationship categories

Extension of user interface is unaffected by SAP release updates Existing screens can be extended by new fields Screen sequences can be extended by new screens

Extension by applications SAP applications Development partners Customers © SAP AG 2003

You can enhance business partner relationships by defining screen layout and screen sequences in control tables. You can also use defined interfaces to install program logic.

You can make the following release-independent enhancements without modifying the software: y Enhance an existing business partner relationship category with user-defined attributes. To do this, you implement the necessary program logic with defined interfaces. y Enhance business partner relationships with user-defined relationship categories. To do this, you make the necessary entries in the control tables.

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Business Partner Customer Enhancements Easy Enhancement Workbench (EEW) Easy and efficient way to expand business partner master data

New fields for central business partner data

New tables for central business partner data (1:1 or 1:n)

Wizard for adding new fields and new tables to mySAP CRM Business Partner Wizards guide the user through the extension process Requires no extensive know-how of the development environment and data model Enables easy prototyping Requires no modifications and no programming Retains results in the case of SAP upgrades Support for SAP BW, SAP R/3 and CRM Mobile can be selected field by field © SAP AG 2003

Easy Enhancement Workbench (EEW) y In SAP CRM 4.0, mySAP CRM Business Partner Master expands on the BP architecture of SAP CRM 3.0 and 3.1. It provides functions to enhance business partner master data. y Key features of the Easy Enhancement Workbench include the following: - Wizard for adding new fields and new tables to business partner master data - No required detailed knowledge of the development environment and data model - Wizards for the extension process - Cookbook that describes the objects that can be enhanced and the enhancement process. SAP Note 484597 describes where to find the cookbook.

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Easy Enhancement Workbench (Example)

© SAP AG 2003

The Easy Enhancement Workbench is a development environment with wizards, with which you can easily extend certain standard SAP business objects with user-defined data fields and tables. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This functions system-wide, that is, when extending a CRM system you can also execute extensions in the connected SAP R/3 OLTP system.

Some examples of the functions generated for the Easy Enhancement Workbench: y DDIC extensions - Application table - Data elements and domains - Check table for fields - Search help y Interface (SAP GUI): screens, function modules, entries in BDT control tables y APIs for reading, changing, deleting y To access the Easy Enhancement Workbench, use transaction code eewb.

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Change Screen Configuration using Visual Configuration Tool (VCT)

Configuration by dragging and dropping Screen layout and screen sequence technique Subscreens Generation of screen containers

© SAP AG 2003

With the Visual Configuration Tool (VCT), you can change the screens and screen sequences supplied by SAP in Customizing by dragging and dropping. Like all Customizing activities, these changes are linked to transports. Changes made by customers are not affected by release updates; in other words, customer changes will not be overwritten by SAP when a new release is installed.

A selection of business partner (BP) roles is given in the Implementation Guide (IMG). You can configure each individual business partner role.

You can use the Visual Configuration Tool (VCT) to y change the layout of screens, for example, to group together several screens y change the order of screens y change the screen title y change the frame title

The original SAP configuration remains in the system and can be re-activated at any time.

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People-Centric: Account and Contact Management

Account and Contact Management: Search and display account Create and maintain account data Fact Sheet View all relevant information at a glance Send e-mail or fax Print account overview

© SAP AG 2003

Account and Contact Management allows you to manage and maintain your accounts and contact persons.

In addition to master data maintenance, the integration of transaction data, such as business transactions and contacts, provides you with an overview of the most important data, as well as quick access to and easy maintenance of all the information on your account or contact person.

In Account and Contact Management, accounts are understood as firms or organizations, but also persons and groups that have a relationship with your firm as customers or prospects. The terms account and business partner are used as synonyms below.

Account and Contact Management is particularly useful for sales employees and managers who work only occasionally in the system in order to carry out preparatory and follow-up activities for their sales calls.

The technical name of the workset for the Account Management for the Sales Representative is com.sap.pct.crm.salesRep.Accounts. This workset summarizes information about the sales representative’s customers, prospects, and contact persons in the form of master data, transactional information and analyses.

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Business Partners: Unit Summary

You are now able to: Explain the SAP Business Partner Use partner categories, Business Partner grouping and Business Partner roles Explain Business Partner relationships Set up Business Partner group hierarchies Customize the mapping to the SAP R/3 system

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Exercises Unit:

Business Partners

Topic:

Creating Business Partners and Business Partner Relationships

At the conclusion of this exercise, you will be able to: • Explain the concept of business partners in mySAP CRM • Create CRM business partners and relationships between business partners • Create yourself as a business partner in the role employee You want to maintain business partners and business partner relationships for your trade fair business.

1-1

One of your trade fair contacts wants to place an order in a few days. Add a new business partner with category organization and role sold-to party to CRM. 1-1-1 Create a new business partner. The system automatically creates the business partner ID, therefore, you should leave the Grouping field blank. 1-1-2 Enter the following address information in the relevant fields (## is your group number): Address Name

Stockmann AG ##

Postal Code

750##

City

Paris

Country

FR

Transportation Zone

Northern France

Language

French

Select a sales area, IDES CRM Training and Final customer sales.

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Enter shipping information. Shipping

Own data (Checkbox)

Incoterms

Free house

Delivery Priority

High

Shipping Conditions

Standard

Enter billing information. Billing

Own data (Checkbox)

Customer Pricing Procedure

Standard

Currency

Euro

Terms of payment

ZB01 14 days 3%,30 2%, 45 net

Price Group (cust)

New customers

Price list type

Retail

Save the business partner. Business Partner Nr. _____________________________________ 1-1-3 Check that the business partner has been uploaded to OLTP R/3. 1-1-4 Stockmann has informed you that they have an additional address for shipping the goods. Enter the address. Address

© SAP AG

Street

750##

City

Paris

Country

FR

Postal Code

750##

Transportation Zone

Northern France

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1-2

Your sold-to party, Stockmann AG ##, has a relationship with a contact person. Enter this contact person and the relationship in CRM. 1-2-1 Enter the person Michael Contact ## with the role contact person and fill all mandatory fields. Save your entries. Business partner number ____________________________________ 1-2-2 Use the locator to search for the sold-to party, Stockmann AG ##, and then switch to the Relationships area. Create a relationship with category Has Contact Person and assign the contact person, Michael Contact ##, to it. 1-2-3 Enter the following information in the window that appears on the Usage tab page: the sales organization IDES CRM Training, the distribution channel Final customer sales and the partner function Contact person (CRM).

1-3

Enter yourself as an employee in CRM. 1-3-1 Enter Peter Miller ## in the system as a business partner with the role employee. (You can use your own name if you wish.) 1-3-2 Fill all mandatory fields and enter your user name (the name with which you logged on to the system) in the User field on the Central Data tab page.

1-4

Comprehension questions about data exchange of CRM partners and SAP R/3 customers. 1-4-1 What classification does the business partner Stockmann AG ## have? 1-4-2 Which SAP R/3 account group was mapped to the classification used for the business partner in the previous question? 1-4-3 Check whether the R/3 customer that was uploaded to SAP R/3 from CRM has been created in this R/3 account group. 1-4-4 Under which prerequisites is a CRM business partner also downloaded into the corresponding SAP R/3? 1-4-5 Which settings do you have to make to ensure that a business partner created in CRM is assigned the same number in SAP R/3? 1-4-6 Which address was uploaded to the SAP R/3 system? Explain why.

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Unit:

Business Partners

Topic:

Extensibility (Optional Exercise)

Create a new role. For this role, show and hide fields of the Business Partner, create a new tab, and move existing fields to the new tab. Enter /n and choose Enter or enter /nbupt and choose Enter. Use the menu and not the Easy Access tree. Replace all occurrences of ## with your group number, for example, if your group number is 11, change all ## to 11: ZF## = ZF11 2-1

Change the appearance of the Business Partner display. 2-1-1 Create a new role and name it Contact Person-##. Copy the role Contact Person with all entries. (## = group number) 2-1-2 Change field attributes of the business partner in the role Contact Person-##. Choose field group 25, Person: First Name, Last Name, from the data set BUP010 Central Data and select Required Entry. Choose field group 64, Address: P.O. Box, from the data set BUA010 Addresses and select Hide. Choose field group 68, P.O.Box Address: Postal Code and City, from the data set BUA010 Addresses and select Hide. Usage: Business Partner Toolset with transaction BUPT. Make these changes only for your role Contact Person-##.

2-2

Create a new tab with the Visual Configuration Tool (VCT). 2-2-1 Create a new tab, Address and Communication, for the role Contact Person-## using the Visual Configuration Tool (VCT). 2-2-2 Change the screen sequence of the new tab to the second position. 2-2-3 Move the Standard Address section from the Name tab (former Address tab) and insert it in your new tab Address and Communication.

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2-3

View the effects of your customizing. 2-3-1 Start the transaction Maintain Business Partner. Select the role Contact Person-##. Try to save without entering a name. What happens? Answer: ______________________________________________ 2-3-2 Do you find the PO Box and Postal Code fields? Answer: ______________________________________________

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Solutions

1-1

Unit:

Business Partners

Topic:

Creating Business Partners and Business Partner Relationships

One of your trade fair contacts wants to place an order in a few days: Add a new business partner with category organization and role sold-to party to CRM. (## = group number) 1-1-1 Create a new business partner. The system automatically creates the business partner ID, therefore, you should leave the Grouping field blank. SAP Menu → Master Data → Business Partner (BP)→ Maintain Business Partner Click Organization and select the role Sold-to party. 1-1-2 Enter Stockmann AG ## in the Name field and enter the other information in the relevant tab pages (you can access area for the sales area data by using the Sales Area Data button). After you have entered all the data, choose Save. 1-1-3 Check that the business partner has been uploaded to OLTP R/3. Log on to OLTP R/3. SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partners → Customer → Display → Sales and Distribution (Transaction VD03). Enter the CRM Business Partner number and the following sales area data: Field Name or Data Type

Values

Sales Organization

2200

Distribution Channel

10

Division

00

Division: 00 1-1-4 Stockmann has informed you that they have an additional address for shipping the goods. Enter the address. SAP Menu → Master Data → Business Partner (BP)→ Maintain Business Partner Go to the Address overview tab. Click the Create icon and enter the new address. In the Address Usages section, select Send Goods and click the Create icon. Assign the address you just entered. © SAP AG

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1-2

Your sold-to party, Stockmann AG ##, has a relationship with a contact person. Enter this contact person and the relationship in CRM. 1-2-1 Enter the person Michael Contact ## with the role contact person and fill all mandatory fields. Within the Maintain Business Partner transaction, select Person, choose the role Contact Person, fill all mandatory fields, and enter other data. Save the contact person. 1-2-2 Use the locator to search for the sold-to party, Stockmann AG ##, and then switch to the Relationships area. Create a relationship with category Has Contact Person and assign the contact person Michael Contact ## to it. 1-2-3 Enter the following information in the window that appears on the Usage tab page: the sales organization IDES CRM Training, the distribution channel Final customer sales, and the partner function Contact Person (CRM). Use the locator to search for the business partner, Stockmann AG ##, and choose Display. Use the Switch between Display and Change button to switch to the change mode and enter the Relationships area (use the Relationships button). Choose the relationship type Has Contact Person and enter the business partner number of the contact person in the Relationship to BP field. You can generate this relationship using the Create button. A window is opened in which you can enter relationship-specific data. Go to the Usage tab page and enter Michael Contact ## as the main contact person for the sales organization IDES CRM Training, the distribution channel Final customer sales and the partner function contact person.

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Enter yourself as an employee in CRM. 1-3-1 Enter Peter Miller ## in the system as a business partner with the role employee. (You can use your own name if you wish) Within the Maintain Business Partner transaction, select Person and choose the role employee. 1-3-2 Fill all mandatory fields and enter your user name (the name with which you logged on to the system) in the User field on the Central Data tab page. Enter your user name on the Central Data tab page. Save the employee.

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1-4

Comprehension questions about data exchange of CRM partners and SAP R/3 customers. 1-4-1 What classification does the business partner Stockmann AG ## have? If, for example, you choose the role sold-to party in the Change in Role dropdown menu, you can find out that your business partner is classified as a customer on the Classification/Hours tab page in business partner maintenance. 1-4-2 Which SAP R/3 account group was mapped to the classification used for the business partner in the previous question? Enter the transaction PIDE in the command field in SAP R/3. Choose the dialog structure CRM → R/3: Assign BP Classification to Account Grp and see which account group was transferred to the customer. 1-4-3 Check whether the R/3 customer that was uploaded to SAP R/3 from CRM has been created in this R/3 account group. You can find out which account group the sold-to party Stockmann AG ## has in SAP R/3 (transaction VD03) by looking in the menu under Extras → Administrative Data. The account group determined in the previous question should correspond. In the CRM system on the Classification tab, you should see the account group from SAP R/3. 1-4-4 Under which prerequisites is a CRM business partner also downloaded into the corresponding SAP R/3? A CRM business partner is uploaded only if it is correspondingly classified, that is, a classification is given that can be checked and maintained on the Classification/Hours tab page. The number ranges must also correspond to each other in the systems, and entries must have been made in fields that are mandatory for CRM and SAP R/3 (here, synchronization of field attributes is recommended). Which settings do you have to make to ensure that a business partner created in CRM is assigned the same number in SAP R/3? In CRM, a standard internal number range must be maintained and a corresponding grouping chosen. In SAP R/3, there must be an external number range that is identical to the internal CRM number range. The number ranges can be maintained in the respective systems in Customizing. 1-4-5 Which address was uploaded to the SAP R/3 system and explain why? Only the standard address is uploaded to the SAP R/3 system.

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2-1

Unit:

Business Partners

Topic:

Extensibility (Optional Exercise)

Change the appearance of the Business Partner display. 2-1-1 Create a new role named Contact Person-##. Copy the role Contact Person with all entries. In the command field, enter transaction /nbupt. SAP Easy Access Menu: Business Partner → Business Partner → Control Data → Divisibility → BP Roles Select role BUP001 Contact Person. Choose Copy. Enter ZCP## in the BP Role field and enter Contact Person-## as the description and title. Choose Enter and accept with all entries. 2-1-2 Change field attributes of the business partner in the role Contact Person-##. First create a new entry for the BP Role Contact Person-## under Field Groupings in the IMG. Choose the field group 24, Person: First Name, Last Name, from the data set BUP010 Central Data and select Required Entry. Choose the field group 64, Address: P.O. Box, from the data set BUA010 Addresses and select Hide. Choose the field group 68, P.O. Box Address: Postal Code and City, from the data set BUA010 Addresses and select Hide. Usage: Business Partner Toolset with Transaction BUPT. Don’t forget to make these changes for your role Contact Person-##. SAP Menu → Customizing → Cross Applications → SAP Business Partner → Basic Settings → Field Grouping → BP Roles Choose New Entries, select your role ZCP## with F4, and choose Enter. Save your changes and choose Back. Select the role ZCP## and choose Field Grouping. Double-click data set BUP010 Central Data and choose field group 25, Person: First Name, Last Name, and select Required Entry. Double-click on data set BUA010 Addresses and choose field group 64, Address: P.O. Box, and select Hide. From the same data set, choose field group 68, P.O. Box Address: Postal Code and City, and select Hide. Save your changes.

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2-2

Create a new tab with the Visual Configuration Tool (VCT). 2-2-1 Create a new tab, Address and Communication, for the Role Contact Person-## with the use of the Visual Configuration Tool (VCT). SAP Menu → Customizing → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Screen configuration → Configure Screens Expand the General data tree. Double-click Contact Person ##. Turn on the screen sequence mode by choosing Process screen seq. (or by choosing Goto → Screen sequence). Choose Overview on. In the Overview, choose New screen. Double-click the new screen and enter the title Address and Communication. Change the name of the Address screen to Name in the same way. Save your changes. 2-2-2 Change the screen sequence of the new tab to the second position. In the VCT screen sequence mode, drag the new screen to the second position. 2-2-3 Move the Standard Address section from the Name tab (former Address tab) and insert it in your new Address and Communication tab. Activate the screen layout mode by choosing Process Screen layout (or choosing Goto → Screen layout). Open the Name screen by clicking the Name button at the bottom of the VCT window. Also open the Address and Communication screen by clicking the Address and Communication button at the bottom of the VCT window. Open the Name screen, scroll to the Standard Address section and drag it to the Address and Communication screen (drop it when you can see a red bar on the Address and Communication screen). Choose Transfer to get back to the CRM system. Save your changes.

2-3

View the effects of your customizing. 2-3-1 Start the transaction Maintain Business Partner. Select the role Contact Person-##. Try to save without entering a name. What happens? Answer: You have to enter a name of the contact person because you have just customized the Name field as a required entry field. 2-3-2 Do you find the PO Box and Postal Code fields? Answer: No, in the customizing you have decided to hide them.

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Organizational Management: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


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Overview Organizational structure Organizational Data Determination

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Organizational Management: Unit Objectives At the conclusion of this unit, you will be able to: Explain the use of the organizational plan in mySAP CRM Explain scenarios and attributes Maintain an organizational plan Explain the process of organizational data determination Define standard roles and determination rules Maintain organizational profiles Assign organizational profiles to transactions types and item types

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Organizational Management: Business Scenario

You are responsible for mapping the organizational structure of your enterprise in the CRM Organization model. In addition to the initial data creation of the organization model, in the CRM system you must depict parts of the organizational structure of the existing backend SAP R/3 system. To allow your sales and service processes to run as automated as possible, you set up automatic organizational determination.

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What is Organizational Management?

Organizational Management allows you to: Display your company’s functional organizational structure as a current organizational plan: Î your sales or service structure Î characterize your organizational units by organizational and general attributes Î define rules to determine the organizational unit responsible

© SAP AG 2003

Organizational Management can be used to set up the company‘s organizational structure in the CRM and BBP environment. You can use this flexible tool to maintain the company structure, including the positions and employees in an application, and assign specific attributes to the organizational units.

Organizational Management allows you to specify organizational data automatically in a business transaction using the organizational structure. It can also be used to determine business partners, for example, you can find the employee responsible for a business transaction.

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Aim of Organizational Management You never have to think about your organizational data when you create a document! For example: An activity (sales call) is created in a call center.

The system determines the sales office and the sales person responsible for the client automatically by using the postal code of the client's address.

© SAP AG 2003

In this example, a prospect calls an insurance company and asks, "Can you insure my new house?"

The call center agent creates an activity and takes down the name, address and telephone number of the prospect.

The system uses the postal code to find the office responsible for this customer.

An agent in this office can get in contact with the customer, create a quotation and so on.

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Advantages of Organizational Mgmt. in CRM

Flexible: The organizational units are not already specified

Time dependent: This enables you to plan organizational changes in the future

Adaptable and extendable

One structure for sales and service

Organizational units can take the role of a business partner

© SAP AG 2003

With this flexible tool, you can change the organizational structure. You can include your own organizational levels and leave levels out.

Because this tool is time dependent, you can maintain different organizational structures for different time periods in parallel; that means you can plan changes in future. For example, a new sales office will open on the first day of January next year. You can define this sales office and assign it to your organizational plan already today with the validity date of 1 January next year.

The organizational plan is not static, it is dynamic. With this adaptable and extendable tool, you can maintain and change the organizational plan at any time without making changes in Customizing.

You can use the same organizational structure for different scenarios by activating it (CRM Sales, CRM Service, BBP). An organizational unit can be a sales organization and service organization at the same time. Scenario-specific data in the structure is assigned to the organizational units with attributes.

Organizational units can occur as business partners. The system automatically creates a business partner record for an organizational unit with the BP role "Organizational unit."

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Organizational Model Example

Org. Org. unit unit

IDES Inc. Inc. IDES IDES US

Org. Org. unit unit

Purch. Purch. West West Prod. Prod. West West

Org. Org. unit unit

Sales Sales org. org.

Org. Org. unit unit

IDES IDES US US Vend. Vend. IDES US US Cust. Cust. IDES

Sales US Sales Sales US West Internet Internet

Sales Sales office office

Position Position

IDES US Bus. Part. Part.

Campaign manager

Sales US East Denver Denver

San San Diego Diego

Marketing manager manager

© SAP AG 2003

The organizational model is maintained in the application, not in Customizing. (It can be maintained in Customizing as well.) You can prevent users from making changes to the organizational model by using an authorization check.

The organizational structure in SAP CRM can be different from that in SAP R/3. The structure has no restrictions regarding usable levels.

A matrix structure cannot be mapped.

Validity periods can be used when creating organizational objects and object attributes and when assigning organizational objects and object characteristics.

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Organizational Objects

Organizational objects are used for the design of organizational management when creating an organizational model Organizational unit: Functional unit of a company

Position: Functional task distribution of individual items and their report structure in the organizational plan

Linwood Great Britain

Sales organization

Office Manchester

Sales office

Group 1

Sales Manager

Position

Kate Kimbell

Holder

© SAP AG 2003

Organizational objects are used for modeling an organizational plan. They can be linked to hierarchies to form functional relationships in the organizational plan for your company.

There are two kinds of organizational objects: organizational units and positions.

Organizational units form the basis of an organizational plan. Organizational units are functional units of a company. Depending on how a company is organized, examples of organizational units are departments, groups or project teams.

Positions show the functional task distribution of individual items and their report structure in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the sales manager for Europe.

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Scenarios

Scenarios are possible applications in which the organizational unit is valid With the scenario you can control which attributes are available and which properties the attributes have. You can use one organizational structure for different applications.

Sales

Service

© SAP AG 2003

You can assign one or more scenarios to an organizational unit. This means you can use one organizational unit for different areas, for example, an organizational unit can be a sales organization in the Sales scenario and a service organization in the Service scenario.

You can maintain different attributes depending on the assigned scenario.

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Attributes

General Attributes

Organizational Attributes

They are used to define the responsibilities of an organizational unit Several general attributes can be assigned to an organizational unit

They are used to define the type of an organizational unit One or more organizational attributes can be assigned to an organizational unit

For example: Country Division Distribution Channel Postal Code

For example: Sales Organization Sales Office Sales Group Service Organization

You always maintain these attributes specifically for a scenario. © SAP AG 2003

You can assign specific attributes to organizational units when creating your organizational structure. Attributes are always maintained for a specific scenario, which means you can maintain different attributes for each scenario.

There are two kinds of attributes: organizational and general. y Organizational attributes indicate the type of an organizational unit. y General attributes define the responsibilities of an organizational unit.

You can assign several attributes to an organizational unit. You may define additional attributes for your company.

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Organizational Attributes for Sales

Sales Organization

Organizational unit in sales that structures the company according to sales requirements. It is responsible for the success of a sales area.

Sales Office

This location is responsible for sales of specific products and services in a particular area.

Sales Group

Group of sales employees who are responsible for processing specific products or services. A sales group forms different areas of responsibility in a sales office.

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You can assign up to three organizational attributes to an organizational unit. For example, an organizational unit can be a sales organization and a sales office.

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Organizational Attributes for Service

Service Organization

Organizational unit in the service area in which services are planned and prepared. The service organization is responsible for the success of a service area.

Executing Service Organization

Organizational unit to which service employees are assigned according to tasks or other criteria. It performs service tasks at customer sites (for example, service technician group).

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The executing service organization is a service group, which executes the service tasks.

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General Attributes – Examples Organizational Unit:

O 50001243

Office Manchester

Scenario:

Sales

Org. Attribute:

Sales Office

General Attributes:

Distribution Channel: Country: Region:

Scenario:

Service

Org. Attribute:

Service Organization

General Attributes:

Country: Region:

10 GB CH, GM, LA

GB and DE

–

© SAP AG 2003

The Manchester office is active for two scenarios, Sales and Service.

In the Sales scenario, the Manchester office is a sales office that is responsible for the following: y Distribution channel 10 (direct sales) y Country: Great Britain y Region: Cheshire, Greater Manchester, and Lancashire

In the Service scenario, the Manchester office is a service organization that is responsible for the countries Great Britain and Germany.

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The Organizational Model Structure

R/3

?

CRM

Analysis of the SAP R/3 organizational structure (which sales or service organizations are required in CRM?)

Structure of the organizational model in CRM

Mapping of CRM organizational units with those in SAP R/3

Assignment of attributes to organizational units

Definition and assignment of positions and holders

© SAP AG 2003

If sales structures exist in SAP R/3 and are not used in SAP CRM, these structures should not be reflected in the CRM organizational model.

The organizational model can be generated by a report, or can be maintained manually.

On the Type tab, you can specify how a CRM organizational unit corresponds with an SAP R/3 organizational unit.

You can assign scenario-specific attributes to the relevant organizational units for organizational data determination, transaction processing, and partner determination.

System users or employees can be assigned to positions, and positions can be assigned to organizational units. Positions play a large role in the context of partner determination, for example.

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Organizational Management – Overview How to define the organizational management Step 1: Define the organizational structure: (Create: Customizing; change: Customizing or master data) Create organizational units and positions Assign organizational and general attributes

Step 2: Make the Customizing settings for automatic determination of organizational units in transaction documents

WIZARD

Order

Step 3: Automatic determination in the transaction (done by the system)

Sales Org. O 50001243

© SAP AG 2003

Setting up Organizational Management: y Define your organizational structure. You must create your organizational units, assign the attributes, and define positions and holders. You must create a new organizational structure this in Customizing. You can change existing organizational structures within the master data. y Make your customizing settings for automatic organizational data determination using the wizards. y When you create a transaction, the system determines the organizational data according to your customizing settings. You can change or enhance the organizational units manually.

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Determining the Responsible Organizational Unit (1)

Transaction

manual entry

Organizational data

or automatically via responsibility

Responsible organizational unit

Customizing or

Sales organization automatically via organizational model

Distribution channel

Customizing then

...

derivation of all other organizational units from the responsible organizational unit © SAP AG 2003

A log shows how the responsible organizational unit was found in a transaction (for example, in an order). The log can be displayed only when you are creating or changing a document; it is not saved.

To display the log, click the Call log icon on the Organization tab page. It may be turned off for performance reasons.

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Determining the Responsible Organizational Unit (2)

The org. unit found is updated

Sales order

Business partner (Mr J. Leconte from Paris, 75 France)

Transaction Transaction type type Org. Org. data data profile profile Determination Determination rule rule

Search criteria

Container Container elements elements Country, Country, region region

Organizational Model Potential organizational units are searched for in the organizational model or

Evaluated Evaluated attributes attributes (fill (fill container) container)

Responsibilities Direct fixing of the responsible organizational unit

Country: Country: FR FR Region: 75 Region: 75

© SAP AG 2003

To determine the organizational data in a transaction, the system reads the organizational data profile that was assigned to the transaction type used in Customizing. A determination rule is derived from this organizational data profile. Note: Wizards can be used to set up automatic organizational data determination.

In SAP CRM, there are two types of determination rule can be used to find responsible organizational units: organizational model and responsibilities. y Organizational model: The attributes of the organizational model are read and evaluated. y Responsibilities: The responsible organizational unit is determined without evaluating the organizational model.

The determination of organizational data can take place differently according to the scenario used because an organizational unit in the Sales scenario has different attributes than an organizational unit in the Service scenario.

The organizational data from the document header is copied at item level. There is no separate organizational data determination at item level.

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Organizational Data Determination – Overview Transaction Type Organizational Data Profile System

Customizing Settings

Determination Rules Rule type

Rule type

Responsibilities

Organizational attributes

Responsibilities can be assigned directly

Determination according to the attributes of the organizational units

Only organizational units are necessary; no attributes, no organizational plan necessary

Organizational plan must be defined; attributes must be maintained

© SAP AG 2003

Organizational data determination (always on header level) includes the following steps: y The system reads the transaction type, for example, sales order TA. y The system reads the organizational data profile that is assigned to the transaction type TA, for example, 0000001 (Sales). y The system reads the determination rules that are assigned to the organizational data profile.

In Customizing, you define your determination rules, define organizational data profiles and assign the determination rules, and assign the organizational data profile to your transaction type.

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“Responsibility” Determination Rule – Example

Determination rule, type “Responsibilities”: Attribute

Partner name

Standard Order

Value

A... to K...

Attribute: Partner name

Responsible

Org. unit O 50002314 (Sales Office 1)

Standard Order Header:

Customer: Becker Product:

AS1234

Becker: A... to K...

Org.data

Sales Org. 50001200 Distrib. Ch. 12 Sales Office 50002314

© SAP AG 2003

In the example in which the determination rule Responsibility is used, if the name of the partner begins with a letter from A to K, then Sales Office 1 (O 50002314) is responsible. This determination rule is assigned to an organizational data profile, which is assigned to the transaction type Standard Order.

In the example of the standard order with partner Becker, the system reads the transaction type, the organizational data profile, and the determination rule. Because the system notices that partner Becker begins with a "B", the system determines that Sales Office 1 is the responsible organizational unit.

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Rule Type “Org. Attributes” – Example Determination rule, type “organizational attributes”: Attribute:

Standard Order

Region

Attribute: Region

Customer: Becker Address: M13 9PL Product:

AS1234

O 50002314 Sales Office Manchester

Standard Order Header: Org.data

Region: GM

Sales Org. 50002300 Distrib. Ch. 12 Sales Office 50002314

= Sales Office Sales Org.: O50002300 Region: GM Distr. Chan. 12

Definition of org. unit with attributes © SAP AG 2003

In the example of the determination rule, The determination takes place according to the attribute region. This determination rule is assigned to an organizational data profile, which is assigned to the transaction type Standard Order.

In the example of the standard order with partner Becker from Manchester, the system reads the transaction type, the organizational data profile, and the determination rule. y The system finds the attribute region in the determination rule. The system reads region GM from the order. y The system searches in the values for the organizational attributes to find which organizational unit carries the attribute region GM and finds Sales Office 1 (O 500002314).

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Customizing Checklist Step 1 Define Determination Rules: Rule type Responsibilities Rule type Org. Attributes

Wizard for creating determination rules

Step 2 Define Org. Data Profile: Choose a scenario Assign determination rules Determine which org. data is obligatory

Wizard for creating and assigning org. data profiles

Step 3 Assign the Org. Data Profile to Transaction Type(s) and/or Item Category(ies)

© SAP AG 2003

Customizing checklist y Maintain determination rules. You can define new rules for both types, responsibility and organizational attributes. In both cases you can use a wizard to create the rules. You can simulate the rules created with the wizard and process them again if required. y Maintain organizational data profile. Within the organizational data profile, you choose a scenario (for example, sales or service) for which you want to use the profile. You then assign one of the available determination rules. You can assign one rule with type responsibility and one with type organizational attributes. If you define a rule in both fields, the system finds the intersection of both quantities. Additionally, you define which organizational units are mandatory and must occur in the transaction. You can use the wizard to create and assign organizational data profiles. y Assign the organizational data profile to one or more transaction types.

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Automatic Generation of the Organizational Model (1)

To speed up the initial download of master data, you can have the organizational model automatically generated in CRM.

A prerequisite for the automatic generation is that no organizational model already exists in CRM, because existing organizational models could be overwritten.

The generation program can be executed only once and no delta download is carried out afterwards.

Only the organizational models from the sales scenario can be created; the purchasing and service scenarios are not supported.

© SAP AG 2003

The Customizing activity for transferring the sales structure can be found under Master Data → Organizational Management → Data Transfer → Copy R/3 Sales Structure. The transaction for this is CRMC_R3_ORG_GENERATE.

Transferring the SAP R/3 sales structure is a copy process. The sales structure currently valid in SAP R/3 is transferred.

After the organizational model is generated, the data must be processed further in SAP CRM. Changes in the SAP R/3 sales structure are not transferred after carrying out the report.

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Automatic Generation of the Organizational Model (2)

Sales Sales structure in SAP SAP R/3 R/3

Organizational model model in in CRM CRM Root Root node node

Company Company code code Sales organization

2000 2000

20 20

10 10

Distribution channel Division

1000 1000

10 10

1000 1000

OU OU 11

10/01 10/01 10/02 10/02

01 01

02 02

01 01

2000 2000

OU OU 22

OU OU 33

20/01 20/01

10/02 10/02

02 02 OU = Organizational unit

© SAP AG 2003

An individual organizational unit is created for sales organizations, distribution channels, sales offices, and sales groups.

If a sales group is assigned to several sales offices within SAP R/3, the first assignment is taken when copying. A sales group cannot be assigned to more than one office in SAP CRM.

The company code currency of the SAP R/3 sales organization is assigned as an attribute of the corresponding sales organization in SAP CRM.

Distribution channel and division are mapped as attributes of an organizational unit.

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Organizational Management: Unit Summary You are now able to: Explain the use of the organizational plan in mySAP CRM Explain scenarios and attributes Maintain an organizational plan Explain the process of organizational data determination Define standard roles and determination rules Maintain organizational profiles Assign organizational profiles to transactions types and item types

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Exercises Unit:


Topic:

Creating an Organizational Model and Setting Up Organizational Data Determination

At the conclusion of this exercise, you will be able to: • Outline an organizational structure using the organizational unit and position objects • Assign scenarios and attributes to an organizational unit • Create a determination rule and an organizational data profile, which are used for automatic organizational data determination You are expanding your business by adding another department. You want to check the mapping of sales structures in your SAP R/3 system and maintain the attributes that describe the responsibilities of your new department.

1-1

You want to set up a new trade fair department, which will visit trade fairs and other events to inform interested parties about the computers and other hardware offered by your company. It will also be the organizational unit responsible for contacts made at trade fairs. You want to include the new department in the organizational model that already exists for your business and use attributes to describe the department's responsibilities. 1-1-1 Search for the organizational structure of your company, IDES CRM Training Company. 1-1-2 On the level directly underneath the top node, create a new organizational unit. Enter ## Trade Fair as the ID and ## Trade Fair Dept. as the description. If you wish, you can also add address information to your newly created organizational unit on the Address tab page. 1-1-3 Choose the sales scenario and assign it to your new organizational unit. 1-1-4 To which sales organization is your new organizational unit ## Trade Fair Dept. assigned? _____________________________________________________ 1-1-5 Can you change this assignment? Why? ______________________________________________________

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1-1-6 Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners with postal code 750##. Have other attributes that describe the responsibilities of your ## Trade Fair Dept. also been assigned to the department? If so, write them down: Attribute

Value

Value to

Where do these attributes come from? _____________________________________________________ 1-1-7 Activate your organizational unit for the sales scenario and save the new unit. Write down the business partner number that was automatically generated for your new organizational unit. Business Partner No._____________________________________ Organizational Unit ID: ___________________________________ 1-2

You now want to add a position within your newly created organizational unit. You also want to fill this position with an employee you enter yourself. 1-2-1 Create the position ## Trade Fair (Position ID) under your department and enter Trade Fair Dept. ## Team Leader as the description. Is it possible to store the same information for a position as you stored for your organizational unit? 1-2-2 Assign your employee Peter Miller ## to the position you just created. Apart from the employee role, what else is automatically assigned? ______________________________________________________

1-3

Define determination rules. 1-3-1 You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Check whether there is a suitable determination rule that you could use as a template. Use ORGATTR_## as an object abbreviation for the new determination rule and Determination Rule ## as a description (object name). Use $tmp as a development class (package).

1-3-2 Delete the attribute Region from the container. 1-3-3 Save the determination rule and write down the number: ____________________________________________________ © SAP AG

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1-3-4 Simulate organizational data determination for postal code 750## and country FR (France). Which organizational units does the system find as responsible organizational units? Save the determination rule and write down the number: ____________________________________________________ 1-4

Organizational data profile maintenance 1-4-1 Create the new organizational data profile ZORGPROF_## with the description Organizational Data Profile ##. 1-4-2 Choose the sales scenario. 1-4-3 Use the determination rule you just saved as your organizational model rule. 1-4-4 Fill the mandatory fields Sales Organization and Distribution Channel for output of organizational data determination.

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Solutions

1-1

Unit:


Topic:

Creating an Organizational Model and Setting Up Organizational Data Determination

You want to set up a new trade fair department, which will visit trade fairs and other events to inform interested parties about the computers and other hardware offered by your company. It will also be the organizational unit responsible for contacts made at trade fairs. You want to include the new department in the organizational model that already exists for your business and use attributes to describe the department’s responsibilities. 1-1-1 Search for the organizational structure of your company, IDES CRM Training Company. SAP Menu → Master Data → Organizational Model → Maintain Organizational Model Use the search area on the left side of the screen to search for the organizational unit IDES CRM Training Company. Enter the description and choose Search. The search results are displayed in the lower-left corner of the display area in the locator. Select the organizational unit IDES CRM Training Company. 1-1-2 On the level directly below the top node, create a new organizational unit. Enter ## Trade Fair as the ID and ## Trade Fair Dept. as the description. If you wish, you can also add address information to your newly created organizational unit on the Address tab page. Select IDES CRM Training Company in the overview window and choose Create. In the window that opens automatically, select Organizational unit and then choose Enter. Alternatively, you can double-click Organizational unit. A new organizational unit is created for the IDES CRM Training Company. Enter data about the new organizational unit on the Basic Data tab page and address data on the Address tab page. 1-1-3 Choose the sales scenario and assign it to your new organizational unit. You can choose the scenario for your organizational unit on the Functions tab page. Choose Sales. On the same tab page, you can see the sales organization to which your organizational unit is assigned. 1-1-4 To which sales organization is your new organizational unit assigned? Your organizational unit is assigned to the sales organization IDES CRM Training Company, which is mapped to the sales organization 2200 in SAP R/3.

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1-1-5 Can you change this assignment? Why? You cannot change this assignment because it is an attribute passed down from the highest organizational unit, IDES CRM Training Company. 1-1-6 Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners with the postal code 750##. Have other attributes that describe the responsibilities of your ## Trade Fair Dept. also been assigned to the department? If so, write them down: In order to maintain general attributes for your organizational unit, select your organizational unit and go to the Attributes tab page. Within the list of attributes, go to the entry Postal Code and enter 750##. If the attribute is not listed, choose All Attributes. The following attributes are already available because they were passed down from the highest node of the organizational structure. Attribute

Value

Country

FR

Reference Currency of Document

EUR


10

Value to

1-1-7 Activate your organizational unit for the sales scenario and save the new unit. Write down the business partner number that was automatically generated for your new organizational unit. Select the Sales scenario on the Functions tab. On the Attributes tab, click on the consistency icon and select obj. Permitted in Determination. Save the organizational structure. You can find the number of the corresponding business partner and the organizational unit ID in the overview area. 1-2

You now want to add a position within your newly created organizational unit. You also want to fill this position with an employee you create yourself. 1-2-1 Create the position ## Trade Fair (Position ID) under your department and enter the description Trade Fair Dept. ## Team Leader. Is it possible to store the same information for a position as you stored for your organizational unit? Within the overview area of the organizational structure, select your organizational structure and then choose Create. In the window that opens, choose Position and then Transfer (Enter). A new position is created and assigned to your organizational unit. Maintain the data on the Basic Data tab page. There is no tab page for address data for a position. On the Attributes tab, click on the consistency icon and select obj. Permitted in Determination. Save your position.

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1-2-2 Assign your employee Peter Miller ## to the position you just created. Apart from the employee role, what else is automatically assigned? Choose Assign and choose Business partner (Employee). Use the search function to select employee Peter Miller ##, whom you entered in the exercises for the Business Partners unit. Double-click Peter Miller ##. The user assigned to the employee is displayed automatically. 1-3

Define determination rules. 1-3-1 You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Check whether there is a suitable determination rule that you could use as a template. Use ORGATTR_## as an object abbreviation for the new determination rule and Determination Rule ## as a description (object name). IMG: SAP Reference IMG → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Determination Rule Read the documentation for displaying a list of available determination rules. Enter determination rule 10000164 (ORGMAN_7- Det. Acc. To partner at. (Reg, Country)) and then choose Copy. Maintain the values given in the exercise. Use $tmp as a development class (package).

1-3-2 Delete the attribute Region from the container. Go to the change mode for your new determination rule. Select the entry Region on the Container tab page, right-click and choose Delete to delete the entry. Save the modified determination rule. 1-3-3 Save the determination rule and write down the number. Choose Save. 1-3-4 Simulate organizational data determination for postal code 750## and country FR (France). Which organizational units does the system find as responsible organizational units? Choose Simulate rule resolution and enter the attributes Postal Code 750## and Country FR. Your organizational unit ## Trade Fair Dept. and position ## Trade Fair should be displayed.

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1-4

Organizational data profile maintenance 1-4-1 Create the new organizational data profile ZORGPROF_## with the description Organizational Data Profile ##. IMG: SAP Reference IMG → Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Organizational Data Profile Choose New Entries and enter the data. 1-4-2 Choose the sales scenario. From the list of scenarios, choose Sales. 1-4-3 Use the determination rule you just defined as your organizational model rule. In Organizational model rule, enter the number of the determination rule that you just created. 1-4-4 Fill the mandatory fields Sales Organization and Distribution Channel for output of organizational data determination. Select Sales organization and Distribution channel. Save the organizational data profile.

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Territory Management: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


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What is Territory Management How Territory Management is used Functions of Territory Management How to Maintain Territories

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Territory Management: Unit Objectives At the conclusion of this unit, you will be able to: Describe Territory Management Explain the use of Territory Management Maintain a Territory hierarchy

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Territory Management: Business Scenario

Your enterprise would like you to manage your sales territories (market view). They would like you to advise how the territory can be used for a geographical area, a product line, or customers and if the territory can have attributes such as country, state, postal code, or product category.

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Why Territory Management?

Reflects Reflects the the market market view view of an organization. of an organization. Organizational Organizational model model reflects reflects internal internal view view of of your your organization. organization.

Which Which business business partners partners belong belong to to aa particular particular territory? territory?

Territory Territory Management Management Which Which products products can can be be offered in a particular offered in a particular territory? territory?

Who Who has has the the highest highest revenue? revenue?

Who Who is is responsible responsible for for aa particular particular territory? territory? © SAP AG 2003

Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products or number of visits). Whereas the organizational model reflects the internal view of your organization, the territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease, and territories must be resized or reallocated to accommodate this to ensure that a sales representative has the appropriate workload.

Reduce expenses: Running a field sales force is one of the costliest factors faced by a company. A welldefined territory structure with the associated responsibilities can help you reduce these costs.

Improve customer service: Assigning customers to territories and the relevant sales person ensures that all your customers are taken care of in the best possible way.

Assess and motivate employees: Sales employees can also be evaluated according to the goals they have reached in their territories.

Optimize organization: Territory management can be used to distribute data correctly and thus control the sales force’s access to data. Furthermore, it is essential that you can quickly determine who is responsible for which area, for example, finding the correct sales representative during a customer telephone call.

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Territory Management in mySAP CRM

1

4

Territory Hierarchy Planning

2

Sales Analysis by Territory

3

Territory Maintenance

Territory Determination in Business Transaction

Sales Assistent © SAP AG 2003

In Territory Hierarchy Planning, you can create and define your whole territory structure.

In Territory Maintenance, you keep your territory hierarchy up-to-date (for example, create a new territory or delete an old one, change or add validity period or attributes. You also maintain employee assignments here (for example, substitutions).

In the Business Transaction, the territory can be determined from the employee responsible or from attributes of a business partner (for example, sold-to).

In Territory Analysis, the sales manager can analyze his territory and employees using different criteria.

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Territory Management – Functions

Definition of territory hierarchy and employee assignment within SAP CRM or external planning tool Assignment of employees to territories via HR position defined in Organizational Management Partner function in which the employee is assigned to a position to distinguish between different responsibilities Time dependency of territory to enable planned changes to the hierarchy Planning and sales analysis to monitor performance of the territories and sales force

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The market segment is defined by attributes that describe its responsibility, such as the following: y Geographic locations (for example, by postal codes) y Products and product lines y Directly assigned business partners (for example, key accounts) y User-defined attributes y A combination of attributes

Territory Management adds business value and offers these results: y Precise monitoring and management of your sales force y Optimal coverage of your sales territories y Improved customer service y Fast adaptation to changes in a fast-changing world

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Definition and Structure of Territories

You can define the structure of the hierarchy according to your sales market requirements. You use hierarchy levels to represent your business units, product lines, or regions. Beverage Beverage && Food Food Company Company

Soft Drinks Bottles

Soft Drinks UK Jane Miller

Soft Drinks USA

Cans Rob William

© SAP AG 2003

Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, number of visits). These territories are structured in a territory hierarchy.

A hierarchy of territories used in Territory Management. It can comprise several levels, for example: y Level 0: Country y Level 1: Product Line y Level 2: Region y Level 3: Area

The territory hierarchy has a validity period, which enables you to create territory hierarchies for the future and keep a history of previous hierarchies.

You can define the territories using data from SAP CRM or an external planning tool. The data from the external planning tool is imported to SAP CRM with an open import interface.

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Territory Attributes

Attributes:

Beverage Beverage && Food Food Company Company

Geographic locations (region or location by postal code)

Jane Miller

Products or product lines Directly assigned business partners (for example, key accounts) Rob William

A combination of attributes Ability to define your own

© SAP AG 2003

Attributes describe the responsibility of a territory. You can easily activate the attributes you need.

You can divide your sales market into clear and well-defined territories. You can define the territories using data from CRM Enterprise or an external planning tool. A territory has attributes that describe its scope, for example: y Geographic locations (for example, location by postal code) y Products and product lines y Directly assigned business partners (for example, key accounts) y A combination of attributes

For greater flexibility, you can define your own attributes.

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Allocating Employees to Your Territories Org. Org. unit unit

Sales Sales US US West West

Sales Sales office office

Carson Carson City City

Position Position

Sales Sales Manager

Sales US East Denver Denver

San San Diego Diego

Sales Sales Rep

Beverage Beverage && Food Food Company Company

Employee Employee

Jane Miller

Rob William © SAP AG 2003

To define who is responsible for a territory, you must link your employees with the territories via the HR Position in Organizational Management.

You can assign employees permanently or for a definite time period. You assign an employee to a territory via the employee's position. This makes it easier to assign another employee to the territory if the first employee is away from the office or has left the company. When you change this information in the organizational model, this information is automatically considered in the territory in CRM Enterprise.

You can carry out planning, analyze sales figures, and monitor performance of the territories and the salespeople.

You can change the territory hierarchy when territories must be redefined to accommodate the changing sales market.

You can export the data to external planning tools using an export interface.

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Territory Determination in Business Transactions

You can see the territory assignment in all business transactions if you have accounted for the partner determination. © SAP AG 2003

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Analytics in the Sales Representative Portal Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice, such as size, region, or product line. Use flexible territory structures to plan and analyze your sales quotas Monitor and manage your plan/actual achievement in a rolling forecast

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Queries were developed to meet particular customer requirements, including those from the pharmaceutical and consumer products industries. These queries can be used to analyze your sales data for territories: y Plan/Actual Comparison for territories (with Strategic Enterprise Management, SEM) compares actual and planned sales quantities and net revenues at territory level. y Plan/Actual Comparison of Key Figures per Territory (with SEM) compares actual and planned quantities, gross revenue, discounts and net revenues at territory level. y Number of activities per territory y Number of samples distributed per territory y Contracts per territory y Open sales orders and quotations per territory

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Territory Management: Unit Summary You are now able to: Describe Territory Management Explain the use of Territory Management Maintain a Territory hierarchy

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Exercises Unit:


Topic:


At the conclusion of this exercise, you will be able to: • Create a territory • Assign employees to a territory • View the territory in a business transaction As a part of Territory Management, a territory can be used in the business transaction, for example a sales order or an activity. In CRM Enterprise you can assign a territory to an employee, for example, a sales representative who is responsible for selling in a certain area. When you create a business transaction in CRM Enterprise, the system automatically determines the territory on the basis of the employee responsible.

1-1

What is the difference between territory management and organizational structure? _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________

1-2

© SAP AG

A hierarchy of territories is used in Territory Management. For our organization, we have set up the following levels: Level 0

Company

Level 1

Business unit

Level 2

Region

Level 3

Area

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1-2-1 Make sure that the territory hierarchy is maintained in the CRM Enterprise, look at the detailed information for each level. How many levels does a territory have to be? ___________________________________________________________ Here we can see that the hierarchy levels have been maintained: Territory Level Level Description

1-3

0

Company

1

Business Unit

2

Region

3

Area

Offset

Length

The next step is to define the scope of a territory by assigning attributes. The scope for our scenario is that a territory should consist of business partners that are located in a certain area. We want to assign the attributes Country, Region, and Zip Code. The values for these attributes will be maintained when we maintain a territory. For example, a territory should consist of business partners whose address have a zip code 80000 to 89999 in the state of Colorado, United States. In this example, the attribute values US, CO, 80000 to 89999 are connected with the logical AND. This is necessary because the zip code on its own is not unique (for example, 80000 to 89999 could occur in another country). 1-3-1 Make sure that the attributes Country, Region, and Zip Code have been defined.

1-4

Define the following territory hierarchy. Territory Level

Territory ID

Territory Description

Company

#

## Umbrella Communication

Business Unit

#A

Hardware - ##

#S

Software-##

#A##

North-##

#S##

South-##

#A##A1NE

NE District-##

#S##A1SE

SE District-##

Region Area

1-4-1 Create the Territory Hierarchy with the data in the table. Make it valid from today until the end of the year.

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1-4-2 Assign the territory attributes. At the area level #A##A1NE, assign the zip code 80000 to 89999. At the area level #A##A1NE, assign the country as United States (US), the region (state or province) as CO. Save your entries. 1-4-3 Assign the position ## Trade Fair to the area level. If you get a message when exiting to start the download for mobile client, choose No. 1-4-4 Log on to the Sales Rep Portal. (In your business workplace inbox, you should have a link to the portal. If it is not there ask your instructor.) Enter Salesrep as the user name and welcome as the password. 1-4-5 Create a sales order for ##mega store, product HT-1000, quantity 10 pieces. 1-4-6 See if the territory was automatically determined. Where will you find the territory hierarchy? 1-5

Can the territory hierarchy be transferred to mobile clients? _________________________________________________________ _________________________________________________________ _________________________________________________________

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Solutions

1-1

Unit:


Topic:


What is the difference between territory management and organizational structure? The organizational model reflects the internal view of your organization. The territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease and territories must be resized or reallocated to accommodate this and to ensure that a sales representative has the appropriate workload.

1-2

A hierarchy of territories used in Territory Management. For our organization, we have set up the following levels: Level 0: Company Level 1: Business Unit Level 2: Region Level 3: Area 1-2-1 Make sure that the territory hierarchy is maintained in the CRM enterprise, look at the detailed information for each level. How many levels does a territory have to be? IMG → CRM → Master Data → Territory Management Here we can see that the hierarchy levels have been maintained: Territory Level

Level Description

Offset

Length

0

Company

0

1

1

Business Unit

1

2

2

Region

3

4

3

Area

7

8

A territory can have an unlimited number of levels. You define the structure and levels in customizing.

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1-3

The next step is to define the scope of a territory by assigning attributes. The scope for our scenario is that a territory should consist of business partners that are located in a certain area. We want to assign the attributes Country, Region, and Zip Code. The values for these attributes will be maintained when we maintain a territory. For example, a territory should consist of business partners whose addresses have the zip code 80000 to 89999 in the state of Colorado, United States. In this example, the attribute values US, CO, 80000 to 89999 are connected with the logical AND. This is necessary because the zip code on its own is not unique (for example, 80000 to 89999 could be used as postal codes in another country). 1-3-1 Make sure that the attributes Country, Region, and Zip Code have been defined. IMG → CRM → Master Data → Territory Management → Additional Attributes → Maintain Attributes All three attributes (Country, Region and Zip Code) should be created.

1-4

Define the following territory hierarchy. Master Data → Maintain Hierarchy Territory Level

Values

Territory Description

Company

#

## Umbrella Communication

Business Unit

#A

Hardware - ##

#S

Software-##

#A##

North-##

#S##

South-##

#A##A1NE

NE District-##

#S##A1SE

SE District-##

Region Area

1-4-1 Create the Territory Hierarchy with the data in the table. Make it valid from today until the end of the year. Click the Create icon. Enter the values from the table. After you enter each territory level, territory ID, and description, you can save or select the territory level and click the Create icon to create the next level.

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1-4-2 Assign the territory attributes. Make sure you are in change mode. Double-click the area level #A##A1NE. Choose Assign Attributes Directly. Select Country and enter US in the Value field. Assign the Zip Code 80000 to 89999. Double-click on #A##A1NE. Choose Assign Attributes Directly. Select Zip Code and enter 80000 in the Value field. To enter the end of the range, click Duplicate row icon. The system adds another row for zip code. Enter 89999. At the area level #A##A1NE, assign the region CO. Save your entries. 1-4-3 Assign the position ## Trade Fair to the area level. Make sure you are at the area level #A##A1NE. If you are not at the area level, double-click #A##A1NE. In the Assign employee to territory section, click the Insert icon. Enter your position created in the organizational unit ## Trade Fair. If you get a message when exiting to start the download for mobile client, select No. 1-4-4 Log on to the Sales Rep Portal. (In your business workplace inbox, you should have a link to the portal. If it is not there, ask your instructor.) Enter user name Salesrep and password welcome. 1-4-5 Create a sales order for ##mega store, product HT-1000 quantity 10 pieces. Sales → Orders → Create Select Telesales. Enter ##megastore in the Sold-To Party field on the Product tab, choose Add Entry and add the product HT-1000, quantity 10. 1-4-6 See if the territory was automatically determined. Where will you find the territory hierarchy? In the portal you will see the territory hierarchy on the Partner tab. In the SAP GUI, you will see the territory hierarchy on the item detail, on the Partner tab. 1-5

Can the territory hierarchy be transferred to Mobile Clients? Yes. The definitions of territories and territory hierarchies are maintained in the CRM Enterprise. Subscriptions for data replication can be generated automatically for Mobile Sales users according to the territory assignments.

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Product Master: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


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Product Master

Product Master Basics Maintaining Products Hierarchies, Categories, Set Types and Attributes Product Data Exchange between SAP CRM and SAP R/3

© SAP AG 2003

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Product Master: Unit Objectives At the conclusion of this unit, you will be able to: Describe and use the Product Workbench Maintain products and enhance them using set types and attributes Explain product hierarchies and categories Explain the basics of the integration of SAP R/3 products in SAP CRM

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CRM Product Master: Business Scenario

Your enterprise wants to open new distribution channels and to conduct the sale of your products with the SAP CRM system. Because product data is already available in material masters in the back-end SAP R/3, you can use part of this data, integrate it, and enhance it according to the new CRM product master concept.

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Product Types Material Material

Services Services

CRM Product Master Financing Financing

Warranty Warranty

© SAP AG 2003

Distinction between the SAP R/3 Product and SAP CRM Product y The CRM product master represents products (for example, a hard disk), services (for example, PC warranty, PC maintenance) and financing.

Products can be service packages, bills of material or a combination.

Configurable products, such as personal computers, are only given attributes and attribute values when the product is sold.

Warranty information for individual objects is created with reference to product, for example, product registration via e-service.

A separate number range can be maintained for each product type.

Other product types are available for industry-specific SAP CRM, for example, IP (Intellectual Property) for the Media industry solution.

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Structure of the CRM Product Master

Product 4711 4711 – Hard Hard disk disk SAP Basic Data

Sales & Distribution

...

Product Product Categories Categories

Distribution Distribution Chain Chain

... ...

Basic Basic Texts Texts

Sales: Sales: Control Control Fields Fields

... ...

Status Status

Sales: Sales: Texts Texts

... ...

© SAP AG 2003

The CRM product master is a collection or arrangement of various set types that contain specific data.

Set types, which correspond to database tables, are displayed on various views (tab pages). Predefined set types (for example, basic data, short texts, conversion of unit of measure) are delivered with the standard product. You can enhance the product master with user-defined set types.

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Maintaining Products

display display new new old old model model changed changed

Temporary or inconsistent products can be saved as inactive Relationships or dependencies between products can be modeled (for example, accessories)

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R3PRODSTYP maps the product types present in the SAP R/3 system. For this reason, it is vital to assign the base hierarchy R3PRODSTYP to make basic data set types available.

Customer product numbers can be assigned. Customer product numbers are stored in the relevant relationships.

A Global Trade Item Number (GTIN) is used for mapping the European Article Number (EAN).

You can define customer-specific checks as to when a product can be saved in Customizing. (Customizing → Enhancements → Consistency Check).

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Inactive Product Data

CRM DB

Product data

CRM Application Product catalog inactive

Order item

Saving temporary or inconsistent product data You cannot use inactive product data in SAP CRM applications You can delete inactive product data Mass maintenance of inactive product data is possible

© SAP AG 2003

With inconsistent product data, the application log contains serious errors, for example, base unit of measure = XY. In this case, it is not possible to save the product data actively, only inactively. After the errors are corrected, it is then possible to save the inactive product data actively. Only then is the product available in the CRM applications.

Mass maintenance of inactive products is possible. Through collective processing, you can activate and delete several products at a time.

Inactive product data can also be created, if, for example, product data from product catalogs is imported into the CRM system by suppliers. The imported data can be processed subsequently; the data can be activated only after post-processing.

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Relationships

Has accessories

Customers

z

z

z

z

z

z

z

z

z

Product? Product?

Relationship?

?

© SAP AG 2003

The relationship has accessories plays a large role in the CRM product catalog, which is used in the Internet sales scenario. If a customer adds a product to her shopping cart, additional products can be suggested to the customer via the relationship has accessories.

The following are additional relationship types: y Customers (a customer material number can be assigned) y Financed by y Content Provider y Indemnity Payment y Manufacturer y Vendors (a vendor material number can be assigned) y Components y Warranty

For download of the SAP R/3 customer material number to SAP CRM, there is a new relationship type (new in CRM 4.0) for customer material number and shipping plant information and the data is stored according to distribution chain.

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Hierarchies and Categories (1)

Base hierarchies With an SAP R/3 customizing download, SAP R/3 material master groupings are converted to SAP CRM category hierarchies (base hierarchies)

SAP SAP R/3 R/3

SAP SAP CRM CRM

Material Material type type

R3PRODSTYP R3PRODSTYP

Material Material group group

R3MATCLASS R3MATCLASS

Product Product hierarchy hierarchy

R3PRODHIER R3PRODHIER

© SAP AG 2003

R3PRODSTYP is the default base hierarchy. Products loaded from SAP R/3 into SAP CRM must belong to at least this base hierarchy. Assignment to other base hierarchies is optional.

Hierarchies can be imported with COM_HIERARCHY_CREATE_API. Categories and hierarchies can be transported since SAP CRM 3.0.

If SAP CRM is implemented without SAP R/3 system as the back-end system, preparatory steps are necessary before product master data can be created in the SAP CRM system. These preparatory steps are documented in Customizing.

© SAP AG

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Hierarchies and Categories (2) Excerpt from the base hierarchy R3PRODHIER Hierarchy Hierarchy nodes nodes 00100 00100

Machines Categories

00125 00125

Hardware 0012500100 0012500100

PC

0012500105 0012500105

Workstation Sub categories

0012500115 0012500115

Printers

© SAP AG 2003

Product categories are used to group products together according to various criteria.

Categories inherit the product category and the set types of all superordinate categories. For example, the base hierarchy R3PRODSTYP contains the category MAT_. This contains various set types, such as basic product data and conversion of units of measure. The sub-category MAT_HAWA inherits the set types from MAT_ and has additional set types, for example, sales set types.

The assignment of a product can be changed or deleted.

An employee responsible at category level can be stored. Because a hierarchy can consist of many different categories, responsibilities can be mapped through these categories.

You can import categories with the API function module, COM_PROD_CATEGORY_MAINTAIN.

Hierarchies and categories are part of the transport system since release 3.0.

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Enhancing the Product Master: Overview Hierarchy

Categories

Set types

Attributes

Products Products Computers Computers Desktops Desktops Laptops Laptops

Color Monitor characteristics

Monitors Monitors

Size Phase-out model

Printers Printers Product 4711 (Monitor) Monitor characteristics Color

White

Size

21 inch

Phase-out model

Yes

© SAP AG 2003

The following slides explain the various elements necessary to enhance the product master: y Hierarchies y Categories y Set types y Attributes

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Enhancing the Product Master Step by Step

1. Create hierarchies and categories 2. Create attributes 3. Create set types 4. Assign attributes to set types 5. Assign set types to categories (within the category and hierarchy maintenance) 6. Assign the product master to hierarchy/category data (within the product maintenance)

© SAP AG 2003

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CR100

5-13

Upload of CRM Product Data into SAP R/3 System

Target

Source

SAP R/3 System

mySAP CRM Direct upload from product maintenance (manual) Subsequent changes in mySAP CRM are updated © SAP AG 2003

The upload cannot be automated. It must be carried out manually and individually for each product.

Upload can be permitted or prohibited for each product type in Customizing.

The default basic unit of measure can be maintained in Customizing. Because this is a required entry field in SAP R/3, the product type Financing (which has no default base unit of measure in SAP CRM) must have a default base unit of measure.

After a product has been uploaded from SAP CRM to OLTP, changes are updated via a delta transfer.

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Download of CRM Product Data from SAP R/3 System

Source

Target SAP R/3 System

mySAP CRM 1. Initial download (one time) 2. Delta download (permanent) © SAP AG 2003

An initial download is performed at the start, when SAP CRM is set up. Existing Customizing data is a prerequisite for a successful initial download. The middleware settings act as a filter to control which data should be loaded. During the initial download, a distinction is made between the object types business object, customizing object and condition object.

The delta download ensures that transaction data and master data are permanently exchanged between the CRM and a back-end system. Customizing changes are not updated via delta download.

During the initial download, product hierarchies are loaded from SAP R/3 into SAP CRM. The Material group and Product hierarchy fields are compared.

In the Customizing download example, the product hierarchy in SAP R/3: y Used to group materials by combining different characteristics, similar to the UN/SPSC principle. Used in SD for pricing. y View Basic Data 1 in R/3 material master, MARA-PRDHA field with check table T179. y The numbers in the category hierarchy R3PRODHIER are derived from the Customizing table T179 in SAP R/3. y At present, there must be a suitable numbering scheme in the SAP CRM system so that product hierarchies can be downloaded from SAP R/3.

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Competitor Products Competitor Products

Competitor Product

Lean product master Maintenance of competitor products Relationships Integration in business processes HT-1010 HT-1010

Our Product C-0100 C-0100

Competitor Product

C-0125 C-0125

Competitor Product

© SAP AG 2003

A competitive product has a lean product master. This is controlled by the product category. Competitive products can be created on the portal and can be integrated into business processes for Activity Management or Opportunity Management.

Competitive product information is exchanged with the mobile client in both directions.

The following are standard delivered relationships: y Competitor – competitor product y Customer – competitor product y Own product – competitor product

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Product Master: Unit Summary You are now able to: Describe and use the Product Workbench Maintain products and enhance them using set types and attributes Explain product hierarchies and categories Explain the basics of the integration of SAP R/3 products in SAP CRM

© SAP AG 2003

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Exercises Unit:

Product Master

Topic:

Product Maintenance and Enhancement

At the conclusion of this exercise, you will be able to: • Explain the concept of the product master • Enhance products in CRM by adding your own attributes You want to introduce a new product at a trade fair and win customers and potential sales. Because you are running an SAP CRM system against an SAP R/3 system in which several SD and FI subsequent processes are found, you first create your product master data as material masters in the SAP R/3 system. Use the Delta Download functionality in CRM middleware to transfer this data to the CRM system.

1-1

Create a material master with several views in SAP R/3. 1-1-1 Log on to SAP R/3 and go to Materials Maintenance: SAP Menu → Logistics → Materials Management → Material Master → Material → Create (Special) → Trading Goods (Do not enter a material or material number. This is done by internal number assignment.) Enter the following data: Industry Sector: Retail Views: Basic Data (1 + 2) Sales: Sales Org. Data 1 Sales: Sales Org. Data 2 Sales: General / Plant Data Organizational Units: Plant: 2200 Sales org.: 2200 Distr. channel 10 Data: Description: Monitor – Group ## (Enter the same short text for the language FR under Additional Data.) Base Unit of Measure: PC Material Group: Monitors

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Tax Classification: 1 (for all countries) Conditions: 1 PC costs EUR 299 (sales price) Transportation Group: On pallets Loading Group: Manual Save the material and note the number ___________________. 1-2

Display the material master in both CRM and SAP R/3 and familiarize yourself with product maintenance. 1-2-1 Use the Locator to search for your product. Which criteria could you use for your search? 1-2-2 Include the product in your worklist. You can use Settings (found under Extras in the toolbar) to change the display format of the Locator and to assign Search and Worklist to the active tab page. 1-2-3 View the detailed data in the General Data for your product. Has your product master been created correctly? 1-2-4 Display the relationships for your product. Why are no product relationships displayed? Create material R-1120 as an accessory to your product. Where is this accessory functionality used?

1-3

Enhance your product master in CRM. A number of steps are necessary for this. They should be taken in the following order: 1-3-1 First, create two new attributes. Attribute: ZDIAGONALE_GR## Description: Size of Monitor – Group ## Attribute Type: Integer Attribute Length: 3 Individual Values: 15 – Description 15 inches 17 – Description 17 inches 21 – Description 21 inches Attribute: ZMONITORTYP_GR## Description: Monitor Type Attribute Type: Character String Attribute Length: 5 Individual Values: TFT – Description Flat Screen CRT – Description Normal Save your entries.

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1-3-2 Create a set type ZMONITOR_GR## and assign to it the attributes you created in the previous exercise. Description:

Monitor Characteristics – Group ##

Product Type:

Material (select this check box)

Attribute 1:

ZDIAGONALE_GR##

Attribute 2:

ZMONITORTYP_GR##

Save your entries. 1-3-3 Create a category hierarchy and two categories. Category Hierarchy:

ZHIER_##

Hierarchy Description:

Hierarchy Group ##

Category:

root

Category Description:

root

Product Type:

Leave blank

Product Assignment:

Not possible

We recommend that you first define a root node so that you can later assign several categories on the same level. Category:

MONITORE_GR##

Category Description:

Monitors of Group ##

Product Type:

Material

Product Assignment:

Possible

Set Type

ZMONITOR_GR##

Save your entries. Alternatively, you can assign a value to the View-ID field. This controls whether the attributes are later displayed on an existing or new tabulator. IMG → Cross-Application Components → SAP Products → Settings for Product Maintenance → Define Views Enter Group_## as the view and Group View ## as the view description. 1-3-4 Go to product maintenance and categorize your product by entering and saving the relevant hierarchy and category in product categories in the SAP Basic Data. After you have released the data (with Enter), the new fields become visible. Use the search help (F4) to maintain values and save the product.

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1-4

Comprehension questions about the product master 1-4-1 What types of products exist in CRM and where are they used? _____________________________________________________ _____________________________________________________ 1-4-2 Can product and material masters be exchanged between SAP R/3 and CRM? What possibilities are there to do this and what are the differences between them? _____________________________________________________ _____________________________________________________ 1-4-3 Give some possible reasons why an inactive product master would need to be created. _____________________________________________________ _____________________________________________________

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Solutions Unit:

Product Master

Topic: Product Maintenance and Enhancement

1-1

Create a material master with several views in SAP R/3. 1-1-1 Log on to SAP R/3 and branch to Materials Maintenance: SAP Menu → Logistics → Materials Management → Material Master → Material → Create (Special) → Trading Goods Enter the data given in the exercise. You can maintain the condition record in the Sales/SalesOrg. 1 view. Leave condition maintenance using the Back button (F3).

1-2

Display the material master in both CRM and SAP R/3 and familiarize yourself with product maintenance. 1-2-1 Use the Locator to search for your product. Which criteria could you use for your search? SAP Menu → Master Data → Products → Maintain Products Enter the following values on the Search tab page of the Locator: Field Name or Data Type

Values

Find

Material

ID/Description

*##*

Choose Start. Select your product and choose Details. You can also use Search By to search for products that are found in certain categories and products that were created for certain distribution chains. 1-2-2 Include the product in your worklist. Select the product and choose Include in Worklist. 1-2-3 View the detailed data in the General Data for your product. Has your product master been created correctly? For example, are unit of measure, item category group, and sales and distribution data correctly entered?

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1-2-4 Display the relationships for your product. Why are no product relationships displayed? Relationships are created in the CRM product master and not in the SAP R/3 material master. In product maintenance for your product, switch from General Data to the Relationships view. Use the Locator to search for the accessory product R1120. Select it and drag it to the Accessories tab page. Accessory functionality is used, for example, in an Internet sales product catalog. 1-3

Enhance your product master in CRM. Several steps are necessary for this. They should be taken in the following order: 1-3-1 First, create two new attributes. SAP Menu → Master Data → Products → Maintain Set Types and Attributes Enter the data given in the exercise. 1-3-2 Create a set type ZMONITOR_GR## and assign to it the attributes you created in the previous exercise. SAP Menu → Master Data → Products → Maintain Set Types and Attributes 1-3-3 Create a category hierarchy and two categories. SAP Menu → Master Data → Products → Maintain Categories and Hierarchies Enter the data given in the exercise. 1-3-4 Go to product maintenance and categorize your product by entering and saving the relevant hierarchy and category in product categories in the SAP Basic Data. SAP Menu → Master Data → Products → Maintain Products Enter your hierarchy and category in a new line in the product categories in the General Data for your product. Release the data. After you have released the data (with Enter), the new fields become visible. Use the search help (F4) to maintain values and save the product.

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1-4

Comprehension questions about the product master 1-4-1 Which types of products exist in CRM and where are they used? There are three types of products and product types: Materials, Services, and Financing. As a rule, physical products are created with the product type Material, services with type Services and leases with type Financing. 1-4-2 Can product and material masters be exchanged between SAP R/3 and CRM? What possibilities are there to do this and what are the differences between them? Yes. Material masters are downloaded from SAP R/3 to CRM. The initial download (takes place once at the start) can be differentiated from the delta download (permanent). CRM product masters can be uploaded manually (individually) into SAP R/3. Only data that is supported by SAP R/3 is transferred. Note: Proprietary set types and attributes are not transferred. 1-4-3 Give some possible reasons why an inactive product master would need to be created. Inconsistent product data may be stored. During product maintenance, a consistent temporary state can be stored. When importing product data, inactive products are created first because they can be revised later.

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Transaction Processing: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

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CR100

6-1

Transaction Processing

Structure of Sales Transactions Transaction Types Item Categories and Item Category Determination Basic Functions in Business Transactions

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Transaction Processing: Unit Objectives At the conclusion of this unit, you will be able to: Explain the structure of sales transactions Customize transaction types and item categories Configure the basic functions of business transactions

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Transaction Processing: Business Scenario

Transactions are a flexible means to control and manage processes according to your company's requirements. You need to be familiar with the various functions and control mechanisms of transactions.

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Business Transactions in mySAP CRM

Business transactions in mySAP CRM Sales are used to describe business processes and transactions. A transaction type specifies the characteristics and attributes of a business transaction. Lead Opportunity

Service Request Activity

Inquiry/ Quotation

Complaint Contract Order © SAP AG 2003

The concept of business transactions has the following meanings: There is a uniform structure for all business transactions. Different transaction types have the same structure. A business transaction can cover several business cases, for example, sales order and business activity. There is a similar interface for processing all types of business transactions. There is a strict split between the user interface and the processing of transactions. Similar functions are available in all types of business transactions.

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General Structure of Sales Transactions

Header General data that applies to whole document, for example, sold-to party, purchase order number, transaction type

Item Data that applies only to this item, for example, product number, order quantity, item value

Schedule lines Subdivides an item according to quantity and delivery date. Order schedule line indicates quantity available for requested delivery date Confirmation schedule line indicates quantity available according to ATP check © SAP AG 2003

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Business Transaction Customizing – Header Define transaction type Business transaction attributes and characteristics: Controlling attributes Leading business transaction category Assign business transaction categories Additional business transaction categories Dependent on leading business transaction category Customizing at header level Different settings according to business transaction category

© SAP AG 2003

In the SAP CRM system, there must be a corresponding sales document type of the same name in the SAP R/3 system. The same requirement applies for item categories, item category groups, and item category determination. SAP delivers standard settings. A business transaction can be assigned to one or more business transaction categories (for example, sales and activity). Only certain combinations of business transaction categories are possible, for example, leading business transactions. The business transactions sales and activity are assigned to the transaction type standard order. If sales is leading, the transaction is displayed as a sales transaction in the locator and not as an activity. Control attributes (such as the leading business transaction category, text determination procedure, partner determination procedure, status profile, the organizational data profile and the number range assignment) can be defined at header level. Various settings can be made, depending on the business transaction category.

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Business Transaction Customizing – Item Define item category Item attributes and characteristics: Controlling attributes Item object type Assign business transaction categories Assign business transaction categories Only certain combinations are permitted Customizing at item level Different settings according to business transaction category

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First you define the general settings, which are the same attributes for all types of item categories. General data: item object type, calculation of weights and volume for freight Profiles: text determination, partner determination, status profile, ATP profile, organizational data profile for partner processing, action profile, BOM explosion, configuration data Next you define the business context in which the item category is used. Settings differ depending on the assigned business transaction category (billing data, pricing data, or quotation data). Activities don't have items. Customizing item categories and item category determination is not necessary in this case.

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Customizing – Item Category Determination

Transaction

Transaction type

Product master

Item category groups

Program

Item category usage Main item category

= Item category System default Alternative item categories © SAP AG 2003

The procedure for determination of item categories should be set up in the same way as in the SAP R/3 system. Otherwise, problems can occur during the upload to SAP R/3. SAP delivers the most common item categories for sales transactions (TAN, TAM, TAC and TAE) and the appropriate determination. Other custom-made item categories and their determination must be set up manually. No customizing download from SAP R/3 is supported.

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Basic Functions in Business Transactions

Create subsequent business transactions Control document flow in business transactions Determine organizational data partners territories text Manage Content (attachments & sending) Status Dates Control actions, output, pricing Perform incompleteness check Change documents Archive documents © SAP AG 2003

Not all functions are available in every transaction type. Sales-specific functions are covered in more detail in CR300 Sales.

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Copying Business Transactions Copy Copies current transaction document:

Create Follow-Up Copies data from one or more transaction document(s): You can choose the transaction type for the follow-up document

Same transaction type Header and item data copied

Header data is copied

Document flow is not updated, no reference to original document

You can select items Document flow is updated Prerequisite: Customizing settings for copy control

© SAP AG 2003

As of SAP CRM 3.0, you can choose several transaction documents in the locator, and create a followup document for all of them. In the locator, you select the transactions you want to use as templates, then choose Create follow-up in the locator. The header data is copied from the first transaction in the hit list, the item data from all transactions is collected on the Item selection tab page. Prerequisite: Relevant organizational data in the source and target transactions should match. For processing follow-up documents, you must perform three customizing steps: Copy control for transaction types Copy control for item categories Determine item category when copying Customers with particular requirements for copying control can enhance the conditions according to their wishes. You have the option of writing your own data transfer routines using BADi (business addin) methods.

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Customizing Copying Control

Transaction Types

Item Categories

Item Category Determination

Source

Target

AG

General control Detailed data

Source

Target

AGN

General control Detailed data

Source Item Category

AGN

TA

+

Transaction Type

TA

TAN

Target Item Category

TAN

© SAP AG 2003

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Document Flow – Header (SAP GUI) Document flow allows you to display interlinkages between business transactions at header and item level

Document flow header: Overview:

Detail view: Item relationships

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Document Flow – People-Centric User Interface Document flow header

Item relationships

Hyperlink to related document

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Texts in Transactions – SAP GUI Simple Text Editor (such as activities):

Text Editor with navigation tree (such as sales orders): Header and item level

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Texts in Transactions – People-Centric User Interface Notes (header and item level) Example: Activity

Example: Sales Order

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Text Determination Procedure Transaction type

Item category

Text determination procedure: Which applications can use the procedure (that is, determine text objects)? Which text types should appear? (for example, internal note, customer request, report) How should the texts be processed in the document? (mandatory or optional, sequence, changeable and so on) How should the texts be determined? (access sequence: template object and template text type) © SAP AG 2003

The definition of text determination is similar to that of pricing. First you define several text types. After that you define the source texts of your text types within access sequences; for example, if no sales text is available, the system should display the basic text. According to your business scenario, you combine some text types in text determination procedures. These texts are automatically displayed in documents or can be entered.

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Content Management You can use mySAP CRM Content Management to link any documents, such as Microsoft Excel or Word files to business transactions. The following functions are available in Content Management: Creating, changing, copying and deleting documents Storing documents in folders (folder structure) Importing documents from and exporting documents to a local PC Exporting documents to your PC Referencing documents that are linked to other transactions Including URLs in the structure Searching documents Sending documents Managing versions Previewing documents © SAP AG 2003

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Content Management – SAP GUI

Folder structure

Preview, properties, or versions

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Content Management – People-Centric User Interface

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Status Management System Status

User Status

Is set internally by system

Set by user

Informs you that certain business processes have been completed

Additional to system status: controlled by status profile Can be set manually or can be triggered by process Examples: Open To be released Released Rejected Re-opened

Examples: Open In processing Incorrect Completed

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User statuses allow you to extend the control of business processes managed by the system status. You can set and delete user statuses manually during business processes.

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Status in Document – Status Line (SAP GUI) Status line: Displays user status if status profile exists, otherwise, displays system status Status with status number

Status without status number

Status details

Status at item level

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The status line displays user status if a status profile exists; otherwise, the status line displays system status.

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Status in Document – Detailed Screen (SAP GUI)

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The status line displays user status if a status profile exists; otherwise, the status line displays system status.

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Status at Header Level – People-Centric User Interface Status overview on header level:

Display of details:

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Status Profile

Transaction type

Item category

Status profile: Definition of user status With or without status number Transaction control Authorization key

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User statuses are defined in status procedures or status profiles. In status profiles you can do the following: Define the sequence in which user statuses can be activated Define initial statuses Allow or prohibit certain business transactions You must assign at least one object type, such as CRM Order Header, to the status procedure.

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Incompleteness Check

The incompleteness check allows you to find out whether a document is complete or not. Example: The External Reference field is mandatory in a standard sales order Order Sold-To: RJM Services Ext. Ref.: Item 10 20 30

Application log: Transaction is incomplete: Ext. Reference is missing Status: Incomplete

Product M30 M40 M35

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You can make settings for the incompleteness check in business transactions. You can define when a business transaction should be considered incomplete in the system and what message type the system should issue to the application log during data processing. You can restrict the incompleteness check to individual transaction types and to individual business partners. The scope of the check can differ for each object. For example, the system checks different fields in a sales order than it checks in an opportunity.

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Incompleteness Check – Customizing In Customizing, you define which fields are mandatory for which transaction type and/or item category: Transaction Type / Item Category

Business Partner Master Data

Incompleteness group transaction/item

Incompleteness group business partner

Incompleteness Procedure Which fields are mandatory? Which message type is it (error or warning)? How does the system react (for example: sets status to “incomplete for delivery”)? © SAP AG 2003

To set up the incompleteness check, perform these steps: Define an incompleteness group for business transactions and items. Define an incompleteness check for business partners. In the business partner master data, assign the required business partners to the incompleteness group in the Sales Area Data on the Sales tab. Assign transaction types to the incompleteness groups. In the incompleteness check, the same conditions are valid for all transaction types with the same incompleteness group assigned. Assign item categories to the incompleteness groups. In the incompleteness check, the same conditions are valid for all item categories with the same incompleteness group assigned. Define the incompleteness procedures that are valid for the various subobjects of a transaction, for example, SALES for sales data or PRODUCT_I for product data at item level. In an incompleteness procedure, you can group fields that you want to check for completeness. If you do not enter data in any of these fields in the business transaction, the transaction is considered incomplete. For each field in the procedure, you must also define whether the message issued to the application log during data processing should be a warning or an error message. Assign the incompleteness groups to the incompleteness procedures. This specifies the business transactions in which checks are carried out. If you assign an incompleteness group for business partners to an incompleteness procedure, the system carries out the check only for those business partners to whom the incompleteness group was assigned. If you create a transaction using that transaction type and business partner, however, the incompleteness procedure is valid only the business partner, that is, the system does not display a combination of both procedures as incomplete. Only the fields from the incompleteness procedure for the business partner are displayed as incomplete. © SAP AG

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Change Documents

The system can update change documents for transactions. This allows you to display all changes made to a document, including What was changed (field, old value, new value) Who made the change When (date and time) the change was made You can decide for each transaction type whether change documents are updated.

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In Customizing, you can deactivate the change document update for transaction types. You can display the change documents by choosing Extras → Change Documents.

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Change Documents – SAP GUI In SAP GUI, you can display change documents via the menu bar (choose Extras → Change Documents):

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Change History – People-Centric User Interface In People-Centric User Interface, the change history is displayed on a separate tab: Detail area 1: Display of the change levels including information about last change

Detail area 2: Display of details for one selected change level

© SAP AG 2003

© SAP AG

CR100

6-30

Sales Order Scenario: SAP CRM and SAP R/3 mySAP CRM

SAP R/3

Sales Sales Order Order

Sales Sales Order Status Status Successfully Successfully distributed distributed

Delivery Delivery

Completely Completely processed processed

Transportation

CRM CRM Billing Billing (optional) (optional)

Picking Picking Packing Packing Warehouse Warehouse Management Management Transportation Transportation Scheduling Scheduling & & Execution Execution

Billing Billing

© SAP AG 2003

Even transactions with errors can be saved in the SAP CRM system. Once saved, the transactions are available for further processing. Transfer to SAP R/3 is possible only after the processing of the sales transaction is complete. 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 R/3. You can check for successful delivery into SAP R/3 by viewing the delivery status in the order in SAP CRM. After successful billing, the relevant billing status is set. However, this is supported only if billing takes place via the billing engine in SAP CRM. For billing in SAP R/3, you cannot see the billing status in the CRM order.

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Transaction Processing: Unit Summary You are now able to: Explain the structure of sales transactions Customize transaction types and item categories Configure the basic functions of business transactions

© SAP AG 2003

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Exercises Unit:


Topic:

Sales Orders

At the conclusion of this exercise, you will be able to: • Analyze a transaction • Create a transaction type • Describe basic settings for a transaction type You would like to use a new transaction type especially for your trade fair business. Therefore, you should copy an existing transaction type and customize it using the Implementation Guide (IMG). Before you create a transaction type, it is important to understand the application and where to find the data.

1-1

You first need to understand the transaction types and where to find information. Create a sales transaction in the sales representative portal. 1-1-1 Create a sales transaction for ##megastore, product HT-1010, quantity 10 pieces. 1-1-2 What price is determined for the product? __________________________________________________ __________________________________________________ 1-1-3 What terms of payment are used by default for the sales order? __________________________________________________ __________________________________________________ 1-1-4 Save the telesales order and write down the number given by the system. Check the distribution status. __________________________________________________ __________________________________________________

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1-2

Go to your saved telesales order again and analyze the item category that the system has determined. 1-2-1 Display the telesales order you just created in change mode and check the item category determined by the system. What item category was determined for the item you entered? ___________________________________________________ 1-2-2 In Customizing, analyze the determination of this item category. What were the influencing factors or associated values found for the item category determined in the previous step? Write down both the influencing factors and associated values. ___________________________________________________ ___________________________________________________ ___________________________________________________ Go to the product master to determine the relevant item category group.

1-3

Create a new sales transaction type. SAP GUI: In the SAP Implementation Guide (IMG) (transaction code SPRO), choose Customer Relationship Management →Transactions → Basic Settings → Define Transaction Type. 1-3-1 Search for the existing transaction type TA. 1-3-2 Select the line and choose Copy. 1-3-3 Give it the abbreviation ZS## and the description ##Transaction (twice). 1-3-4 Confirm the Information dialog box about copied entries with Enter. 1-3-5 Choose Save.

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1-4

In order to use the new transaction type, it is necessary to maintain item category determination. 1-4-1 In SAP GUI, go to SAP Implementation Guide (transaction code SPRO) and choose Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination. 1-4-2 Search for (position) Trans. type TA and Item Cat.Group NORM. Select the line and choose Copy. 1-4-3 Replace transaction type TA with your new transaction type ZS##. Choose Enter. 1-4-4 Save your entry.

1-5

Test your new transaction type by creating sales transaction type ##Transaction. 1-5-1 Access the portal or the SAP GUI to test your new sales transaction. 1-5-2 Choose Create, select your new transaction type ##Transaction and enter ##Transaction as the description and ##Megastore as the account. Save your new transaction. You do not need to add any products to this transaction.

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© SAP AG

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Unit:


Topic:

Implementing and Testing Copying Control

At the conclusion of this exercise, you will be able to: • Describe copying control for transaction types and item categories in CRM, and implement and test this • Create business transactions as copies or as follow-up transactions of already existing transactions You want to use the trade fair order you created in a previous exercise as a basis for creating additional business transactions such as standard telesales order. To do this, you must be able to describe copying control in CRM and make the necessary entries.

2-1

To be able to productively use transaction type ZS## and the description ##Transaction that you created in the system (that is, to be able to create follow-up transactions or copies of the visit), you must make or check the required entries for transaction types and item categories (on header and item level) in copying control. 2-1-1 Generate a sales order with transaction type TA (Telesales) as a follow-up document from ZS## (##Transaction). Does the system allow you to do this? ____________________ Why not? ____________________________________________________ 2-1-2 In Customizing for copying control for transaction types, check whether the relevant entry is present for copying the source transaction type ZS## to the target transaction type TA. If this is not the case, you must enter the required entry yourself, by choosing New Entries and filling the fields Source Transaction Type and Target Transaction Type with the relevant information. 2-1-3 Now generate a transaction with transaction type TA (Telesales) as a followup document from ZS## (##Transaction). Does the system now allow you to do this? ____________________________________________________

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© SAP AG

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Unit:


Topic:

Implementing and Testing Text Determination

At the conclusion of this exercise, you will be able to: • Explain, implement and test text determination for transactions in CRM • Incorporate new text types in CRM Text Determination and have the system automatically fill them, that is, carry out accesses Create a second special order type for trade fair orders, in which you should create an additional text type that incorporates information and agreements particular to the trade fair. Special agreements should also immediately appear in this text.

3-1

As preparation, create a new transaction type as a copy, create a new text type for the relevant text object, and, after processing, assign a new, copied text determination procedure. 3-1-1 Copy the transaction type TA (Telesales), which already exists in the system. Enter Z2## as the transaction type, Text Determination Sales ## as the name, and Text Determination Sales## as the description. Assign the organizational data profile ZORGPROF_##, which you already created, to the transaction type Z2##. 3-1-2 To make this function correctly, you must make an entry for item category determination. Enter Z2## as the transaction type, Standard Item(Norm) as the item category group, and TAN as the item category determination/item category. 3-1-3 Assign the new text type Z2## to the text object CRM_ORDERH. Enter Z2## as the text ID and Trade Fair Special ## as the description. Select Display in Title. 3-1-4 Copy the existing text determination procedure ORDER001. Enter Z2## as the text determination procedure and Text Determination Group ## as its description. In the dialog box that appears, confirm that you want to copy all dependent entries. 3-1-5 Assign the text type Z2## which you created to the text determination procedure Z2##. Enter the new text type in the determination procedure using New Entries.

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3-1-6 The new determination procedure is now assigned to the transaction type Z2## which you created in the first step of this exercise. Enter your determination procedure Z2## in the screen area Profiles. 3-1-7 Test that the text determination procedure and the text type function correctly using the transaction type Z2## Text Determination Sales ##. Create a sales order (Z2##) and check that the new text type appears on the Texts tab page. 3-2

Make sure that special notes or comments that are stored in a text type in the customer master are automatically copied to the new text type Trade Fair Special ## and that, in addition, the text is mandatory and can be edited at a later stage. 3-2-1 In the customer master for Stockmann AG ##, enter a short text on the Long Texts tab page for the text type Correspondence. 3-2-2 Create and assign a suitable access sequence for the text type Z2##, which was incorporated in the text determination procedure Z2##. Go to the definition of the text determination procedure. Enter access sequence Z2## with the description Text Determination Sales Z2##. On the next lower level, choose New Entries and enter sequence 0001, reference object BUT000, and reference text type 0001. 3-2-3 Assign the created access sequence to the text type Z2## in the text determination procedure Z2##. Enter Z2## as the access column, A as the transfer column, and leave the changes and obligatory columns blank. 3-2-4 Finally, test that this functions correctly by creating the sales order Text Determination Sales ##, Z2##) for the customer Stockmann AG ## and checking the Notes tab in the Portal or check the Texts tab in the SAP GUI. You don’t need a product; if you want to test with a product, use the product you created earlier in the Product Master unit. 3-2-5 Make the setting that defines that the text type Note is also a mandatory text. Which copy rules are defined in the text determination procedure for this text type? Why? ______________________________________________________ ______________________________________________________

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Unit:


Topic:

Incompleteness

At the conclusion of this exercise, you will be able to: • Explain, implement and test incompleteness for transactions in CRM To create a new incompleteness procedure for your transaction type for your Z2##, Text Determination Sales ##, you would like the transaction to be considered incomplete if it is missing the external reference.

4-1

You would like to ensure that the sales transaction Z2## must have the External Reference field maintained. You would like an error message if the field does not have any data maintained. Create an incompleteness group for your transaction Z## with a description Group ##. Maintain the incompleteness procedure Z## with the description Group ## Procedure. 4-1-1 Define the incompleteness procedure Z## for your transaction type Z2##. 4-1-2 Assign the incompleteness procedure to your transaction type Z2##. 4-1-3 Create an incompleteness procedure, Z##, with the description Group ## Procedure. 4-1-4 Create the incompleteness procedure detail and select the External Reference field with an error if it is not maintained. Save the incompleteness. To see the field name, click in the field, choose F1 help, and click Technical Information. In the Field Data section, you will see the field name. 4-1-5 Create an incompleteness procedure named Determination. Enter Z## in the Incompleteness group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter Z## in the Procedure field. 4-1-6 See if your incompleteness procedure works on the account Stockmann AG ##. You should get an error message. If you choose Show list, you should see the message, "Transaction is incomplete: Enter Ext. Reference."

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Solutions

1-1

Unit:


Topic:

Sales Orders

You first need to understand the transaction types and where to find information. Create a sales transaction in the sales representative portal. 1-1-1 Create a sales transaction for ##megastore, product HT-1010, quantity 10 pieces. Portal: Sales → Orders Click on the Create icon. Select transaction type TA: Telesales. SAP GUI: Sales → Maintain Sales Transactions Search for the sales transaction created in the portal. 1-1-2 What price is determined for the product? In the Portal, choose the Prices tab. In the SAP GUI, choose the Prices or Conditions tab page. 1-1-3 What terms of payment are used by default for the sales order? In the Portal, go to the Sales Data tab. In the SAP GUI, go to the Billing tab page to determine the terms of payment. 1-1-4 Save the telesales order and write down the number given by the system. Check the distribution status. After saving the transaction, display it again. SAP Portal: Choose the Status tab. SAP GUI: Choose the Status tab page. The telesales order was successfully distributed to SAP R/3.

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1-2

Analyze the determined item category. 1-2-1 Call up the telesales order you just created in change mode and check the item category determined by the system. What item category was determined for the item you entered? Portal: Sales → Orders You might have to make the item category visible. To do this, you have to choose Personalize on the Product iView. For the item category, selectVisible. Since we are all logging on with the Salesrep, if one turns it on, it will be on for all. SAP GUI: Sales → Maintain Sales Transactions You can find the item category TAN, which was determined by the system, on the General tab page. 1-2-2 In Customizing, analyze the determination of this item category. What were the influencing factors or associated values found for the item category determined in the previous step? Write down both the influencing factors and associated values. IMG: Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Field Name or Data Type

Values

Transaction Type

TA (Telesales)

Item Category Group

NORM (Standard item)

The system determines the item category TAN from these values. You can see the item category group used by the product Notebook in the product master on the Basic Data tab page.

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1-3

Create a new sales transaction type. SAP GUI: Go to SAP Implementation Guide (transaction code SPRO) Customer Relationship Management → Transactions → Basic Settings → Define Transaction Type 1-3-1 Search for the existing transaction type TA. 1-3-2 Select the line and choose Copy. 1-3-3 Give it the abbreviation ZS## and the description ##Transaction (twice). 1-3-4 Confirm the Information dialog box about copied entries with Enter. 1-3-5 Save.

1-4

In order to use the new transaction type, it is necessary to maintain item category determination. 1-4-1 SAP GUI: Go to SAP Implementation Guide (transaction code SPRO) Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination 1-4-2 Search for (position) Trans. type TA and Item Cat.Group NORM(Standard Item). Select the line and choose Copy. 1-4-3 Replace transaction type TA with your new transaction type ZS##. Choose Enter. 1-4-4 Save your entry.

1-5

Test your new transaction type by creating sales transaction type ##Transaction. 1-5-1 Access the portal and go to Sales → Order → Create. Select your new transaction type. SAP GUI: Sales → Maintain Sales Transactions 1-5-2 Choose Create, select your new transaction type ZS## (##Transaction) and enter the following data: Field Name or Data Type

Values

Description

##Transaction

Account

##Megastore

Save the transaction. You do not need to add any products to this transaction. If you want to add a product, enter the product you created in the Product Master unit.

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2-1

Unit:


Topic:

Implementing and Testing Copying Control

To be able to productively use the transaction type ZS## and the description ##Transaction that you created in the system (that is, to be able to create follow-up transactions or copies of the visit), you must make or check the required entries for transaction types and item categories (on header and item level) in copying control. 2-1-1 Generate a sales order with transaction type TA (Telesales) as a follow-up document from ZS## (##Transaction). Does the system allow you to do this? SAP Menu → Sales → Maintain Sales Transactions Open the trade fair sales order using Transaction → Other Transaction. Use the Create Foll.-Up Trans. button. None of this is possible because the relevant entries are missing in copying control. 2-1-2 In Customizing for copying control for transaction types, check whether the relevant entry is present for copying the source transaction type ZS## to the target transaction type TA. SAP GUI IMG → CRM → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types Search for your transaction type ZS## using Position. Nothing is found in the table because no entry is present. Choose New Entries and fill both fields with the relevant information:. Field Name or Data Type

Values

Source transaction type

ZS##

Target transaction type

TA

2-1-3 Now generate a sales order with transaction type TA (Telesales) as a followup document from ZS## (##Transaction). Does the system now allow you to do this? SAP Menu → Sales → Maintain Sales Transactions Open the trade fair sales order using Transaction → Other Transaction. Use the Create Foll.-Up Trans. button. This is now possible because the relevant entries have been made in copying control.

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3-1

Unit:


Topic:

Implementing and Testing Text Determination

As preparation, create a new transaction type as a copy, create a new text type for the relevant text object, and, after processing, assign a new, copied text determination procedure. 3-1-1 Copy the transaction type TA (Telesales), which already exists in the system. Enter Z2## as the transaction type, Text Determination Sales ## as the name, and Text Determination Sales## as the description. IMG → CRM → Transactions → Basic Settings → Define Transaction Types Search for the transaction type TA using Position. Generate the new transaction type Z2## using Copy, make the following entries or changes, then choose Enter and save your entries. Field Name or Data Type

Values

Transaction type

Z2##

Name

Text Determination Sales ##

Description

Text Determination Sales##

Assign the organizational data profile ZORGPROF_##, which you have already created, to the transaction type Z2##. Select the newly created transaction type Z2## and use the dialog structure to go to the Definition of transaction types area. In the OrgdataProfile field, enter ZORGPROF_##. 3-1-2 To make this function correctly, you must make an entry for item category determination. Enter Z2## as the transaction type, Standard Item(Norm) as the item category group, and TAN as the item category determination/item category. Call up item category determination via IMG → CRM → Transactions → Basic Settings → Define Item Category Determination Choose New Entries and enter the following data. Then choose Enter and save the entries.

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Field Name or Data Type

Values

Transaction Type

Z2##

Item Category Group

Standard Item(norm)

Item Category Determination/Item Category

TAN

3-1-3 Assign the new text type Z2## to the text object CRM_ORDERH. Enter Z2## as the text ID and Trade Fair Special ## as the description. Select Display in Title. IMG → CRM → Basic Functions → Text Management → Define Text Objects and Text Types Select Text Objects and IDs and choose Change (confirm the warning that appears). In the table, search for the object CRM_ORDERH, Transaction Header, and select the relevant line. This displays all the available text types for the corresponding object. Choose Create and fill the following fields: Field Name or Data Type

Values

Text ID

Z2##

Description

Trade Fair Special ##

Display in Title

Select this

3-1-4 Copy the existing text determination procedure ORDER001. Enter Z2## as the text determination procedure and Text Determination Group ## as its description. IMG → CRM → Basic Functions → Text Management → Define Text Determination Procedure In the table of text objects, select the object CRM_ORDERH and, on the left side of the screen in the dialog structure, select Procedure. In the table, select the determination procedure ORDER001, choose Copy and fill the fields as follows: Field Name or Data Type

Values

Text Determination Procedure

Z2##

Dscrptn Proc.

Text Determination Group ##

In the dialog box that appears, confirm that you want to copy all dependent entries. © SAP AG

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3-1-5 Assign the text type Z2## that you created to the text determination procedure Z2##. Enter the new text type in the determination procedure using New Entries. You are still in the IMG in the menu option Define Text Determination Procedure. In the table, select the determination procedure you have just copied. In the dialog structure on the left side of the screen, choose Definition of Procedure. You will see some text type already assigned to this determination procedure. To incorporate the new text type Z2## in the determination procedure, choose New Entries, enter Z2## in the Text Type field and enter 02 in the Access Sequence field. 3-1-6 The new determination procedure is now assigned to the transaction type Z2## which you created in the first step of this exercise. Enter your determination procedure Z2## in the screen area Profiles. IMG → CRM → Transactions → Basic Settings → Define Transaction Types Search for the transaction type Z2## using Position and select the relevant row. In the second screen area Profiles, enter the newly created determination procedure under Text Determination Procedure. 3-1-7 Test that the text determination procedure and the text type function correctly using the transaction type Z2## (Text Determination Sales##). Create a sales order Z2## and check that the new text type appears on the Texts tab page. Portal: Sales → Order Click on the create icon. Select the transaction type Z2## (Text Determination Sales ##). Select the Notes tab. Select the Text Type and search for the Z2## Text you just created. SAP GUI: Create a sales with transaction type Z2## via SAP Menu → Sales → Maintain Sales Transactions and Transaction → Create. For this test, you do not need to make any further entries. Check that both of the text types in the text determination procedure appear in the transaction.

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3-2

Make sure that special notes or comments that are stored in a text type in the customer master are automatically copied to the new text type Trade Fair Special and that, in addition, the text is mandatory and can be edited at a later stage. 3-2-1 In the customer master for Stockmann AG ##, enter a short text on the Long Texts tab page for the text type Correspondence. Maintain the text type Correspondence in the customer master of your customer Stockmann AG ##. To do this, go to: Portal: Account Management → Accounts Search for your Stockman AG. Go to the Notes tab and enter some text under Correspondence. SAP GUI: SAP Menu → Master Data → Business Partner → Maintain Business Partner Go to the Long Texts tab page (remember to display the business partner with the role Sold-to Party). 3-2-2 Create and assign a suitable access sequence for the text type Z2##, which was incorporated in the text determination procedure Z2##. Go to the definition of the text determination procedure and enter an access sequence with the following data using New Entries. IMG → CRM → Basic Functions → Text Management → Define Text Determination Procedure In the table, select the text object CRM_ORDERH and, in the left side of the screen, choose Access Sequence. Then, choose New Entries and enter the following data: Field Name or Data Type

Values

Access Sequence

Z2##

Desc. Access

Text Determination Sales Z2 ##

On the left side of the screen, select Definition of Access Sequence and choose New Entries again. Fill the fields as follows:

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Values

Sequence

0001

Ref. Object

BUT000 (Business Partners)

Ref. Text Type

0001 (Correspondence)

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3-2-3 Assign the created access sequence to the text type Z2## in the text determination procedure Z2##. Enter Z2## as the access column, A as the transfer column, and leave the changes and obligatory columns blank. You must now assign the created access sequence to the text type in the text determination procedure. IMG → CRM → Basic Functions → Text Management → Define Text Determination Procedure On the left side of the screen, select Text Objects. Select the text object CRM_ORDERH, choose Procedure, select the determination procedure Z2## and choose Definition of Procedure. In the table, make the following entries for text type Z2##: Field Name or Data Type

Values

Access column

Z2##

Changes column

Leave blank

Transfer column

A

Obligatory column

Leave blank

3-2-4 Finally, test that this functions correctly by creating the sales order Text Determination Sales ##, Z2##) for the customer Stockmann AG ## and checking the Notes tab in the Portal or check the Texts tab in the SAP GUI. You don’t need a product; if you want to test with a product, use the product you created earlier in the Product Master unit. Create a sales order with transaction type Z2##. Portal: Sales → Orders Create a sales order and use customer Stockmann AG ##. Then check the Notes tab page. SAP GUI: SAP Menu → Sales → Maintain Sales Transactions Choose Transaction → Create and use the customer Stockmann AG ##. Then check the Texts tab page. 3-2-5 Make the setting that defines that the text type Note is also a mandatory text. Which copy rules are defined in the text determination procedure for this text type? Why? IMG → CRM → Basic Functions → Text Management → Define Text Determination Procedure Select the relevant check box under Definition of Procedure for text type A002. No copy rule is set for this text type because there is no access sequence for it. © SAP AG

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© SAP AG

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4-1

Unit:


Topic:

Incompleteness

You would like to ensure that the sales transaction Z2## must have the External Reference field maintained. You would like an Error message if the field does not have any data maintained. Create an incompleteness Group for your transaction, Z## with a description: Group ##. Maintain the Incompleteness Procedure Z##, Description: Group ## Procedure. 4-1-1 Define the incompleteness procedure for your transaction type Z2##. SAP GUI: IMG → CRM → Basic Functions → Incompleteness → Define Incompleteness Procedures Incompleteness Group: Transaction\item. Choose New Entries. Create incompleteness group Z## with the description Group ##. 4-1-2 In the Incompleteness, select Assignment: Transaction Type – Incompleteness. Choose New Entries. Search for your transaction type Z2##. Assign Z## Incompleteness group to the transaction type. 4-1-3 Select Incompleteness Procedure. Choose New Entries. Create an incompleteness procedure Z## with the description Group ## Procedure. 4-1-4 Select Incompleteness Procedure: Detail. Field Name or Data Type

Values

Object Name

Sales

Field Name

PO_NUMBER_SOLD (Ext. Reference)

Relevance

Header and Item

Message Category

Error

Bus. Transaction

INC1

Save the incompleteness. To see the field name, click in the field, choose F1 help, and click Technical Information. In the Field Data section, you will see the field name. 4-1-5 Create an incompleteness procedure named Determination. Enter Z## in the Incompleteness group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter Z## in the Procedure field. © SAP AG

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4-1-6 See if your incompleteness procedure works using the account Stockmann AG ##. Portal: Sales → Orders Click the Create icon. Select your transaction type Z2##. Enter account Stockmann AG ##. You should get an error message. If you choose Show list, you should see a message, "Transaction is incomplete: Enter Ext. Reference." SAP GUI: SAP Menu → Sales → Maintain Sales Transactions and Transaction → Create Select your transaction type Z2##. Enter account Stockmann AG ##. You should get an error message. If you select the application log, you should see a message, "Transaction is incomplete: Enter Ext. Reference."

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Activity Management: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

© SAP AG

CR100

7-1

Activity Management

Concepts of Activity Management – Overview Activity Management Customizing Calendar Integration Groupware Integration Business Partner Fact Sheet Reporting

© SAP AG 2003

© SAP AG

CR100

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Activity Management: Unit Objectives At the conclusion of this unit, you will be able to: Define activities and activity management Customize activity information items Map Mobile Sales activity types Describe calendar integration Describe groupware integration Customize a business partner fact sheet List the available reporting functions

© SAP AG 2003

© SAP AG

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Activities: Business Scenario

Using different options in mySAP CRM, you want to create and monitor diverse activities and procedures in your enterprise, as well as create follow-up activities. You might have to make Customizing settings for activities in the future.

© SAP AG 2003

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Types of Activity

E -mail E-mail

Private Private appointment appointment

Task Task

Sales Sales call call

Telephone Telephone call call

Activity

Business activity

Two Two Activity Activity Types Types

Tasks

© SAP AG 2003

Activity Management, an important component of mySAP Customer Relationship Management (mySAP CRM), manages all activities on which your enterprise's employees have worked. All data stored in an activity consists of important information sources to which all relevant employees must have access. An activity is a document for recording information and planning actions at any time during the customer relationship life cycle. Activities can be telephone calls, customer calls, general preparatory tasks, reminders of appointments (private and business-related), and so on. There are two types of activity, business activity and task. that must be distinguished: A business activity contains information about business partner interaction on a particular date. A task contains information about what one or more employees has to complete by a particular date.

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Structure of Activities

Header

Description Description of of transaction transaction Date Date and and time time Category Category Partner Partner information information

Tab page page overview overview

Priority, Priority, completion, completion, result result Reason and goal Reason and goal General General information information

Partners Partners Texts Texts

Organization Organization

Dates Dates

Address Address

Questionnaire Questionnaire

………… …………

Additional tab pages pages

© SAP AG 2003

All activities consist of a header with general information and tab pages with more detailed information. The header contains fields for the description, date and time, category, and partner information. The Overview tab page is divided into several areas and contains the following detailed information: Priority, completion, and result (status) of the activity Reason and goal of the activity General information, for example, who created the activity and when. The possible entries for these fields are defined in Customizing under Transactions → Special Settings for Activities. On the other tab pages, you can process and send texts, display and change business partner information, check organizational data, enter activity-specific addresses, and display a detailed view of all dates. When you work with tasks, the system does not show the tab pages for organizational data and addresses because this data is relevant only when the activity includes a business partner.

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Business Transaction Category/Transaction Types

Activities Activities Transaction Transaction types types

Business Business transaction transaction types types Business activity

Tasks

Business Business partner partner required required Assignment Assignment of of responsible responsible employee employee Meeting Meeting or or personal personal contact contact required required Always Always public public

Telephone Telephone call call Sales Sales call call Letter Letter

Business Business partner partner NOT NOT required required Assignment of responsible Assignment of responsible employee employee Meeting Meeting or or personal personal contact contact NOT NOT required required Public Public or or private private

Presentation Presentation prep. prep. Private Private appointment appointment Internal Internal meeting meeting

Opportunity Opportunity

© SAP AG 2003

Business activities are used to record public interactions, for example, activities that are carried out on behalf of the enterprise. Examples of business activities are telephone calls, letters or sales calls. You can define these various activity types to meet the requirements of your enterprise in the Customizing for Customer Relationship Management under Transactions → Basic Settings. A business activity must have a partner, a start date and a finish date. If you want to include information for your private use or information without a business partner, you must create a task. You use tasks when you want to create an activity that is not associated with a business partner (except a responsible employee). Tasks can be public or private and cover a wide range of possibilities, for example, the preparation of a customer presentation or a reminder to buy a birthday card. If you mark a task as private, it cannot be viewed by other users.

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Determination and Profiles

Determination Determination

Management Management

Organizational Organizational data data profile profile Text Text determination determination Partner Partner determination determination

Status Status profile profile Date Date profile profile

Transaction Transaction types types For For example: example: contacts, contacts, tasks tasks

Business Business transaction transaction category category or or categories categories

Setting Setting of of business business transaction transaction category category or or categories categories at at header header level level © SAP AG 2003

You make the settings for the transaction types in three stages, each stage being based on the previous one. Defining transaction types: In addition to the description of the transaction type, you can define important control attributes such as the leading business transaction category, the text determination procedure, the partner determination procedure, the status profile, the organizational data profile, and the number range assignment. Assigning the business transaction category: You can assign a transaction type to one or more business transaction categories. Only certain combinations of business transaction categories are possible. You can select additional business transaction categories dependent on the leading business transaction category. Customizing at header level: Dependent on the business transaction category, various settings should be performed here.

© SAP AG

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Follow-Up Activities

You can copy an existing business transaction and use it as the basis for a subsequent transaction. Sales Sales call call

Phone Phone call call

Creating a followup activity

Copy Copy control control



Copying an activity

Copy Copy control control

© SAP AG 2003

You can copy an existing business transaction and use it as the basis for a subsequent transaction. Here you have two options: You can create a follow-up transaction. You can copy a business transaction. In this case, the system creates a copy of the transaction currently used and displays it for processing. When the copied transaction is saved, the document flow is not updated, that is, the copied transaction has no connection to the reference document. When you create a follow-up activity, the system copies the data of the current transaction and displays the target transaction. If the process has positions (for example, sales process, service process), you can select which positions from the source process are to be transferred to the target process. If you want to create an order, for example, in response to a quotation, you can copy the quotation and keep the positions. When you copy an activity, the system produces a copy of the activity you requested and displays it for handling. When the copied transaction is saved, the document flow is not updated, that is, the copied process does not have a reference to the reference voucher.

© SAP AG

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Activity Journals With activity journals, you can record and update information gathered from customer visits or telephone calls. Activity journals can contain: Products or product categories Product-related information such as what products were discussed with the customer or the number of samples given to the customer

The activity journal is transferred from Enterprise Sales to CRM Mobile and vice versa. Activity Journal Product XT-2004 XT-2007

Discussed

Number of Samples 8 2

Priority high medium

Notes Customer is interested in ordering XT-2004 in second quarter 2003. © SAP AG 2003

You can use activity journals in activities to record and update information gathered from customer visits or telephone calls. The information in the activity journal may or may not be product-related. An activity journal can contain the following information: Type and number of products discussed with customers or samples handed out to customers, for example, in the pharmaceuticals industry Position of products in store, for example, whether they are placed on the promotional shelf, at the check-out or near the store entrance Customer feedback The information gathered in activity journals can be used to: Track the distribution of samples in the pharmaceuticals industry Analyze sales data, for example, number of products handed out to customers Track the progress of your sales team, for example, the number of discussions held with customers and the result of these discussions Detect possible problem areas, for example, slow and non-moving products

© SAP AG

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Template Maintenance for Journals

User-friendly wizards for maintaining template types and templates Predefined forms that contain product-related and non-productrelated fields, which can be filled or which can be left blank Select Select additional additional fields fields (such (such as as discussed, discussed, priority, priority, number number of of samples) samples)

Template Type Type

Assign Assign transaction transaction types types and and categories categories Assign Assign territories territories

Serves as a proposal

Define Define validity validity period period Assign Assign the the preferred preferred template template type type Assign Assign transaction transaction types types and and categories categories

Template

Assign Assign territories territories Assign Assign target target groups groups Define Define pre-filled pre-filled products products Define Define validity validity period period

© SAP AG 2003

Template maintenance for journals enables you to define activity journal templates for sales representatives. Sales representatives use these templates to report the results of business activities with a business partner. You define activity journal templates depending on the business needs of the company. A user-friendly wizard is available for maintaining the activity journal template type. The activity journal template type is a predefined form, which is delivered as an example with the standard configuration. It contains product-related fields and non-product-related fields, which you can fill or leave blank, depending on what is relevant to you. This form can be used as a basis to define a pre-filled template.

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Activity Journal on the SAP GUI

© SAP AG 2003

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Activity Journal on People-Centric User Interface

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Integration of the Survey Tool Integration of surveys and questionnaires: Customer surveys Customer visit evaluation Customer satisfaction surveys, and so on Transaction Type Category Status Sales Organization

Survey Survey Survey

Activity

Distribution Channel Division Territory Multiple Assignment

© SAP AG 2003

The questionnaire in the activity is based on the Survey Tool. You can use the questionnaire for all question and answer forms that contribute to the maintenance of your customer relationships. The following examples show how the questionnaire can be used: A telephone call script, which leads you through the conversation with the customer A customer feedback form Sales call reports for your sales employees You can find the Customizing settings in the IMG under Transactions → Settings for Activities → Define Questionnaires. After the necessary Customizing settings have been made, the activity will contain the Questionnaire tab page. If you do not assign a questionnaire to an activity or activity category, the Questionnaire tab page is not shown.

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Generating Planned Activities

You can generate periodic activities based on call, visit and delivery times defined in business partner master data.

Report

Phone Call Visit

Rules for visit, call or delivery times in the account master data

Report for generating activities

© SAP AG 2003

Define periodicity of contact Definition of rule in account master data Based on call, visiting or delivery time Run periodic report Generate call list for periodic calls Generate planned activity Assign people to make the call/activities Manually assigned for call list Automatically assigned on account of the defined relationship (for example, agent, sales representative) Carry out the planned activities Generate call list for taking orders Have call center agent confirm the next call or next delivery Generate activity for the sales representative

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Calendar Integration

Activities appear in calendar if calendar flag is active: For each partner function For activity type (Customizing)

Activities can be created or changed directly from calendar Calendar can be synchronized with Microsoft Outlook Easy-to-use date selection tool Appointments can be: Planned Actual Dominants (whole day) In different time zones

© SAP AG 2003

You can synchronize the CRM Online appointment calendar with the Microsoft Outlook calendar so that CRM business activities can also be displayed in Microsoft Outlook. This is an additional function to synchronizing normal appointments from the SAP calendar. You must have installed the SAP calendar synchronization tool. You must activate the Calendar flag in the Partners tab page for a business activity. The CRM business activity must be assigned to a user. All SAP users must also have SAPoffice users and a user in the Outlook calendar.

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Groupware Integration

Bidirectional data exchange between mySAP CRM middleware and groupware solutions (Microsoft Exchange and Lotus Notes) Server-based for: Tasks Business activities Business partner → Groupware: Business activity addresses (only CRM → Groupware)

CRM CRM Business Business Activities Activities and Tasks Tasks

Groupware Groupware (Microsoft (Microsoft Outlook, Lotus Notes)

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As of SAP CRM 4.0, exchange in both directions is possible, that is, from CRM to groupware and from groupware to CRM. You can integrate CRM Activity Management with groupware applications, that is, Microsoft Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM calendar and your own groupware calendar. Data exchange is two-way, enabling you to display activities and their data, such as date, time, location and business partners involved, which you have maintained in the CRM system, in your own office management system, and vice versa. This allows you to work more quickly and effectively because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks. CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino 5.0.3 and later (Lotus Notes). When you create or change a business activity or task in CRM Activity Management, it is saved in the database as a messaging business document (BDoc), and then sent to CRM middleware. Middleware calls adapters, and sends the activity to the map box. The business activity is then converted to iCalendar format, making it compatible with 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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Groupware Integration: CRM → Groupware Microsoft Outlook or Lotus Notes

Groupware User A

Creates a business activity and invites Users A and B

User: CRM Application

Users A and B accept, and receive the appropriate calendar entry

Groupware User B

© SAP AG 2003

Link to CRM Business Activity

To integrate groupware with CRM Activity Management, you need to download all business partners from the CRM system into groupware systems, for example, in a public folder such as the groupware address book. You must make the settings in the Middleware before you can use groupware integration with CRM Activity Management. After you have carried out the required steps in the Middleware, you then must map basic activity information to the corresponding fields in groupware so the two systems can communicate. To synchronize your CRM calendar with groupware calendars, you must map the following activity data from the CRM system to groupware applications: Status of business activity and task Text type Business partners Mapping these fields to groupware enables the two systems to communicate with each other. The values maintained in the CRM system are then transferred to groupware and converted to the corresponding values in the required applications.

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Groupware Integration: Architecture

CRM Server

Groupware Server

Business Partners

CRM Middleware Groupware Adapter Message Transformation

SAP Groupware Connector

Activities

BDoc message

XML

XML

vCard/iCalendar

BDoc message

© SAP AG 2003

Groupware integration is achieved by a set of groupware adapters and groupware connectors. The SAP Groupware Adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology. BDoc messages are transformed to standard groupware formats, such as iCalendar and vCard, via a generic groupware adapter using a sophisticated XSLT mapping framework, which is known as the MapBox. Predefined mappings are delivered for groupware integration. SAP Groupware Connectors external to the CRM server perform the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed to proprietary groupware object formats.

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Business Partner Cockpit (Fact Sheet) Info Info block block 11

Interaction Interaction Center Center

Info Info block block 22

Sales team

Info Info block block n n

Button Button 11

Button Button 22

Button Button nn

1 View View

2

3

Personalization

© SAP AG 2003

The fact sheet delivers an immediate and compromised overview of business partner information from several sources, for example, business partner master data, statistical data, and transaction data. In this way, you can quickly and simply display the most important details for your main customers or business transaction partners. The most important steps for modifying the fact sheet are view definition, assignment of info blocks to views, and assignment of views to user roles: View definition: With this step you can create new views for the fact sheet. Each view can contain a contrasting number or selection of info blocks. This allows you to adjust the view according to the requirements of the user. Assignment of info blocks to the views Assignment of views to user roles: In this step, you can assign particular views to particular single roles. Therefore, the information you see on the fact sheet depends on the application in which you are working or on the user group to which you are assigned. (This step is optional.)

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Reporting Queries (1)

Activity/passivity analysis Success/failure analysis Intensity of customer care Distribution of activities per organizational unit Activity history

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The activity/passivity analysis provides an overview of how often the customer actively requests information from you or how often you take the initiative to contact the customer to sell products, to provoke interest, or to maintain contact. If the customer is active, incoming business activities, for example incoming phone calls, predominate. If the customer is passive, outgoing business activities, for example, outgoing e-mails, predominate. The success/failure analysis provides an overview of all activities that are carried out in a specific time period, including the status set by the user, for example, completed successfully or without success, and the reason for this status. Intensity of customer care provides details on how many activities were created for a specific contact partner and how much time is spent on each activity. With this information, the sales manager can judge how much time has been invested in customer care. This includes both the total duration of the activity and the time spent in direct contact with the contact partner. Distribution of activities per organizational unit provides you with information regarding the number of activities processed in recent months so that you can better estimate how many activities your sales team will have in coming months. You can also display the total number of open activities for a specified time. Activity history shows those business activities that were created in the last 12 months. View A displays the activities for individual sales employees in the team of each sales manager. View B displays the activities within a region (or sales area) assigned to each sales manager.

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Reporting Queries (2)

Planned activities (employees, team, region) Sales, activities and opportunities / processing time / revenue Sales, activities and opportunities / quantities and volumes

© SAP AG 2003

Sales, activities and opportunities / processing time / revenue: Using this query, you can compare the time that the call center agent has used for business activities (phone calls, e-mails or faxes) with specific customers with revenue achieved by orders or contracts with these customers. Sales, activities and opportunities / number and volumes: This query provides an overview of the number of completed activities, opportunities and sales orders according to region and country.

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Mapping of Mobile Sales Activity Types

To use the Mobile scenario, you have to map the Mobile Sales activity types with the CRM business transaction types Business Activity and Task and their categories

Business Business activity activity 0001, 0001, category category EMAIL EMAIL Business Business activity activity 0001, 0001, category category TEL TEL Business Business activity activity 0001, 0001, category category VISIT VISIT Business Business activity activity 0001, 0001, category category LET LET

Activity Activity type type EMAIL EMAIL Activity Activity type type TEL TEL Activity Activity type type VISIT VISIT Activity Activity type type LETTER LETTER

CRM Online

Mobile Sales

© SAP AG 2003

The transaction used the mapping can be found in IMG under Customer Relationship Management → Transactions → Settings for activities. The activities created in the Mobile Sales and Service Application (MSA) and Customer Relationship Management (CRM) system both contain fields for the activity reason, status and reason for the status (known as outcome in MSA and SAP R/3). In the new MSA activity transaction type, these fields are created in a subject profile with codes and code groups. To map the previous MSA business activity types with the new MSA activity types, you must map the original fields for reason, status and reason for status to the new subject profile.

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Activity Management: Unit Summary You are now able to: Define activities and activity management Customize activity information items Map Mobile Sales activity types Describe calendar integration Describe groupware integration Customize Business Partner fact sheet List the available reporting functions

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Exercises Unit:

Activity Management

Topic:

Tasks and Customizing in Activities

At the conclusion of this exercise, you will be able to: • Work with activities and set up your own activities with a new transaction type • Create and maintain entries for activities in Customizing • Work with the fact sheet in the Business Partner Cockpit and make the Customizing settings give on the fact sheet After creating an opportunity for your new customer, with the help of your newly created transaction type, and generating follow-up activities, you want to process and keep a check on these activities. You also realize that for smooth processing, you will have to set up a new activity as a new transaction type but that you do not have the special default values necessary for the activities. However, you must set up these values and test them. Finally, you should set up a special view of the fact sheet in Customizing.

1-1

For the customer visits that result from these activities, set up your own Trade Fair Activity in the system as a new transaction type with defined default values. 1-1-1 In Customizing, set up a new category for activities and enter Z## as the category, Trade Fair Category ## as the description, and Sales Call as the class. 1-1-2 In Customizing, maintain a new activity goal Z## with the description Trial Order ##. 1-1-3 Copy the transaction type 0001 (Sales Call), which already exists in Customizing, and enter ZB## as the transaction type, Trade Fair Visit ## as the name, and Obtain & Prepare Visit as the long description. Assign the organizational data profile ZORGPROF_## to the transaction type ZB##. In the Customizing header, assign your newly created category Z## and the activity goal Z## to transaction type ZB## and set the priority to High. 1-1-4 Test your newly created transaction type by creating a contact with the transaction type ZB##. Check whether priority, category, and goal are correctly given by the system. You can test with Stockmann AG##.

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1-2

Open the activity Obtain and Prepare Visit again, from which you want to generate follow-up activities. 1-2-1 Create a follow-up activity with transaction type ZB## (Trade Fair Visit ##) In the Description field, enter First visit after trade fair and schedule the visit for exactly two weeks’ time at 3 p.m. 1-2-2 Go to the document flow to check how many preceding documents exist for this activity. __________________________________________________ 1-2-3 Copy the activity First visit after trade fair and save it immediately. Now try to display the document flow again. Why is it no longer possible to branch to the document flow? __________________________________________________

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Optional Exercises 1-3

Make sure that the contacts that you create with the new transaction type ZB## (Trade Fair Visit ##) are also transferred to the calendar of the responsible employee. You can check the relevant settings for this in Customizing. 1-3-1 Find out which partner determination procedure is used for transaction type ZB## (Trade Fair Visit ##). _______________________________________________________ 1-3-2 Check whether the calendar transfer is set as a suggested value for the partner function Person Responsible in your partner determination procedure. (You can find the determination procedure under Basic Functions → Partner Processing.) _______________________________________________________ 1-3-3 Make sure that calendar transfer is selected in the Customizing header for the transaction type ZB## (Trade Fair Visit ##). _______________________________________________________ 1-3-4 Create another transaction with transaction type ZB## (Trade Fair Visit ##) using the customer Stockmann AG ## and enter the end of the month as the appointment date. Check whether the calendar entry is activated on the Partner tab page, save the entry, and write down the transaction number. _______________________________________________________ 1-3-5 Now check in the calendar that the activity was correctly transferred and entered in the calendar. 1-3-6 Try to create an additional activity of your choice for the customer Stockmann AG ## and the transaction type ZB## (Trade Fair Visit ##) directly from the calendar.

1-4

Now you should enhance the fact sheet with a view that enables you to view all open transactions for the trade fair customer at a glance. You can make the relevant settings for this in Customizing. 1-4-1 In View Definition in Customizing, enter the new view, Trade Fair View Group 20. 1-4-2 Assign the info block, which shows you the open transactions in the system to the Trade Fair View Group 20 view. 1-4-3 In the Business Partner Cockpit, check the new fact sheet view for the customer Stockmann AG ##.

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Solutions

1-1

Unit:

Activity Management

Topic:

Tasks and Customizing in Activities

For the customer visits that result from these activities, set up your own Trade Fair Activity in the system as a new transaction type with defined default values. 1-1-1 In Customizing, set up a new category for activities and enter Z## as the category, Trade Fair Category ## as the description, and Sales Call as the class. SAP IMG → CRM → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Categories Choose New Entries and enter the following data: Field Name or Data Type

Values

Category

Z##

Description

Trade Fair Category

Class

Sales Call

1-1-2 In Customizing, maintain a new activity goal Z## with the description Trial Order ##. SAP IMG → CRM → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Goals Choose New Entries and enter the following data: Field Name or Data Type

Values

Goal

Z##

Description

Trial Order ##

1-1-3 Copy the transaction type 0001 (Sales Call), which already exists in Customizing, and enter ZB## as the transaction type, Trade Fair Visit ## as the name, and Obtain & Prepare Visit as the long description. SAP IMG → CRM → Transactions → Basic Settings → Define Transaction Types Select the transaction type 0001 (Sales Call) and choose Copy As. Make the necessary entries or changes, choose Enter and confirm the message that appears.

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Values

Transaction Type

ZB##

Name

Trade Fair Visit ##

Description Long

Obtain and Prepare Visit

Assign the organizational data profile ZORGPROF_## to the transaction type ZB##. In the dialog structure, go to the Definition of transaction types area. In the OrgdataProfile field, enter ZORGPROF_##. In the Customizing header, assign your newly created category Z## and the activity goal Z## and set the priority to High. Select the ZB## transaction type, Assignment of Business Transaction categories, in the dialog structure (left side of the screen), select the business transaction category Business Activity and Customizing Header and then enter the category and goal. 1-1-4 Test your newly created transaction type by creating a contact with the transaction type ZB##. Check whether priority, category, and goal are correctly given by the system. You can test with Stockmann AG##. SAP Menu → Activities → Maintain Activities Choose Transaction → Create and choose the new transaction type for contacts ZB## to create the contact. Check the settings. 1-2

open the activity Obtain and Prepare Visit again, from which you want to generate follow-up activities. 1-2-1 Create a follow-up activity with transaction type ZB## (Trade Fair Visit ##). In the Description field, enter First visit after trade fair and schedule the visit for exactly Two weeks’ time at 3 p.m. Choose Create Follow-Up Transaction and select Trade Fair Visit ##. Save the entry. 1-2-2 Go to the document flow to check how many preceding documents exist for this activity. Choose Document Flow and then, once in the document flow, Overview. Two preceding documents exist. These documents are the contact Obtain and Prepare Visit and the opportunity Trade Fair Opportunity ##. 1-2-3 Copy the activity First visit after trade fair and save it immediately. Now try to display the document flow again. Why is it no longer possible to go to the document flow? Choose Copy Business Transaction. The Document Flow button is now grayed out because copying a business transaction does not establish any reference to the original transaction.

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Make sure that the contacts that you create with the new transaction type ZB## (Trade Fair Visit ##) are also transferred into the calendar of the responsible employee. You can check the relevant settings for this in Customizing. 1-3-1 Find out which partner determination procedure is used by the transaction type ZB## (Trade Fair Visit ##). SAP IMG → CRM → Transactions → Basic Settings → Define Transaction Types Select transaction type ZB## (Trade Fair Visit ##). In the detailed view, you can see that the partner determination procedure 00000002 is entered. 1-3-2 Check whether the calendar transfer is set as a suggested value for the partner function Person Responsible in your partner determination procedure. (You can find the determination procedure in Basic Settings → Partner Processing.) SAP IMG → CRM → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the determination procedure 00000002 and Partner Functions in Procedure in the dialog structure. In the overview, you can see that the calendar maintenance is selected for the partner function Person Responsible. 1-3-3 Make sure that calendar transfer is selected in the Customizing header for transaction type ZB## (Trade Fair Visit ##). SAP IMG → CRM → Transactions → Basic Settings → Define Transaction Types Select transaction type ZB## (Trade Fair Visit ##), select Assignment of Business Transaction Categories in the dialog structure, select the Business Activity business transaction type and Customizing Header – The option is selected. 1-3-4 Create an additional transaction with transaction type ZB## (Trade Fair Visit ##) using the customer Stockmann AG ## and enter the end of the month as the appointment date. Check whether the calendar entry is activated on the Partner tab page, save the entry, and write down the transaction number. SAP Menu → Activities → Maintain Activities Choose Transaction → Create, select transaction type ZB## (Trade Fair Visit ##), and check the Partner tab page. Calendar maintenance is selected. 1-3-5 Now check in the calendar that the activity was correctly transferred and entered in the calendar. You can check the calendar entry and the saved activity in the calendar in the locator.

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1-3-6 Try to create an additional activity of your choice for the customer Stockmann AG ## and the transaction type ZB## (Trade Fair Visit ##) directly from the calendar. By selecting the calendar, you get a selection box, from which you must choose a transaction type specified for calendar entries. (Normal processing will follow.) 1-4

Now you should enhance the fact sheet with a view that enables you to view all open transactions for the trade fair customer at a glance. You can make the relevant settings for this in Customizing. 1-4-1 Under View Definition in Customizing, enter the new view, Trade Fair View Group 20. SAP IMG → CRM → Master Data → Business Partner → Business Partner - Cockpit and Fact Sheet → Define Info Blocks and Views Choose New Entries, then make the relevant entries in the Trade Fair View Group 20 view. 1-4-2 Assign the info block, which shows you the open transactions in the system, to the new view Trade Fair View Group 20. Select the new view, choose Assign Info Blocks in the dialog structure and go to New Entries. Use F4 help to assign the info block Open Transactions. 1-4-3 In the Business Partner Cockpit, check the new fact sheet view for the customer Stockmann AG ##. Choose SAP Menu → Master Data → Business Partner → Business Partner Cockpit to display the relevant view in the fact sheet for the customer, Stockmann AG ##.

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Partner Processing: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

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Partner Processing

Partner Processing and BP Master Data Partner Processing and Organizational Data

© SAP AG 2003

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Partner Processing: Unit Objectives At the conclusion of this unit, you will be able to: Explain how partners are used in business transactions Set up partner processing

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Partner Processing: Business Scenario

Within the context of transaction processing, you want to ensure that the business partners involved in a transaction are automatically determined by the system.

© SAP AG 2003

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Partner Processing: Motivation

Which Which partners partners must must be be involved involved in in aa business business transaction? transaction?

Which Which external external partners, partners, for for example, example, supplier supplier payer, payer, are are involved? involved?

Business Business Transaction Which Which internal internal partners, partners, for for example, example, responsible responsible employee, employee, are are involved? involved?

Are Are individual individual partners partners found found automatically? automatically?

Where Where does does the the system system look look for for partners? partners? © SAP AG 2003

Partner determination controls business partner processing in transaction processing. Partner data can be checked for correctness using rules defined in Customizing. In this way, the user creates complete, consistent transactions and documents.

All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently.

Partner processing includes partner determination, the procedure with which the system automatically finds and enters partners in transactions.

Partner processing allows you to define partners with your company’s terminology. It also lets you specify many aspects of how partners are handled in transactions and lets you set how CRM and R/3 exchange partner processing information. This means that end users don’t have to think about partner processing!

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Automatic Partner Processing

1.

Create transaction (for example, order) 2.

Enter sold-to party

3.

The partners involved are determined by the system.

4711

for example, ship-to party, payer

© SAP AG 2003

The main business partner is entered during transaction processing. In Sales, this is usually the sold-to party; in an opportunity, this is the sales prospect.

Partner processing ensures that other partners involved in the transaction are determined automatically by the system.

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Partner Processing in the Application Create, change, save transaction

3

Header data

... Sold-to party

...

1

Partners 4711

HiTech Ltd, 34560 Washington

0815

Malecki, Tom, 34560 Washington

Ship-to party

4812

HiTech Ltd, 12340 New York

Bill-to party

4711


Payer

4711


Employee responsible

608

Smith, Steven

...

...

2

Which partners must be involved in the transaction?

2

Are the partners determined automatically or completed manually?

3

When are the partners determined?

...

Contact person

...

1

Item data Partners

...

© SAP AG 2003

In a transaction, partners can be determined at both header and item level. The partners found do not need to match.

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Partner Processing in Customizing

Transactions Transactions Business Partner

Partner Partner Processing Processing

Partner Partner Function Function Category Category

Partner Partner Determination Determination Procedure Procedure

Partner Partner Function Function

Access Access Sequence Sequence

© SAP AG 2003

Partner function category: This classification of responsibilities is used as a system key for identifying the partner function and the business partners who carry out these responsibilities. The mySAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. Example: Partner function customer has the partner function category sold-to party.

Partner function: Terms for describing people with whom you do business. Customers can also be referred to as sold-to parties, clients, patients or tenants. Partner functions describe those partners that you use in your organization. You can assign names freely.

Partner determination procedure: Rules that determine how the system works with business partners during transaction processing. This procedure combines partner functions and access sequences and contains additional information.

Access sequence: A search strategy for determining the data sources the system uses for partner determination and the order in which the sources are used.

mySAP CRM partner processing has two important advantages over SAP R/3 partner determination: y Using the ordering of accesses in the access sequence (search strategy), it is possible to look for involved partners in more than one place (sequence). y There are more sources in which partners involved in a transaction can be found.

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Partner Determination Procedure

The partner determination procedure is defined in Customizing. It basically specifies which partner functions can be found automatically in a transaction. Partner Determination Procedure Telesales Partner Functions

Mandatory Mandatory partner? partner?

Determine Determine automatically automatically or or enter enter manually manually –– possibly possibly several several times? times?

Which Which search search strategy strategy should should be be used? used?

Can Can the the address address be be changed? changed?

Determination Determination time? time?

Sold-to party Ship-to party Bill-to party Payer

© SAP AG 2003

A partner determination procedure can be assigned to a transaction type and an item category. A partner determination procedure consists of three levels: y Procedure user (for example, sales transaction, service transaction, opportunity) y Partner functions in the procedure (for example, sold-to party, employee responsible) y Interface settings (which partners are displayed in the transaction in the general view)

You can block a partner determination procedure for the determination, that is, the partners stored in the procedure are not automatically found by the system but must be maintained manually. For performance reasons, it can be useful to make this adjustment, for example, with Internet Sales transactions.

For testing purposes, it can be useful to analyze partner processing. You can display a log. For performance reasons, it is best not to always record a log.

Manual partner functions can also be stored in the transaction if they are not stored in the partner determination procedure.

The determination time can be set for each partner function. However, partner determination occurs only before the initial save. If a transaction is saved and then subsequently altered, no new partner processing (determination) takes place.

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Access Sequences

An access sequence is a search strategy that provides the data sources and the order in which the system checks them during partner processing. Partner Deter. Procedure Telesales Partner Functions Sold-to party using access sequence 0001 Ship-to party using access sequence 0002 Contact person using access sequence 0003 Employee responsible using access sequence 0004

Access Access 10: 10: preceding preceding document document

Access Access 20: 20: business business partner partner

Access Access 30: 30: current current partner partner

Access Access 40: 40: ... ...

© SAP AG 2003

Access sequences are defined in Customizing.

In the partner determination procedure, you can select with which access sequence the partner should be determined for each partner function. If there is no access sequence in the partner determination procedure for a partner function, you can enter the partner manually.

The following are access sources: y Business partner relationships y The CRM Organizational Model y Preceding documents y Pricing hierarchy y Customer's own sources that are defined as Business Add-Ins in Customizing

© SAP AG

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Partner Processing: Overview Transaction Type Customizing Settings Partner Determination Procedure Procedure

Process in mySAP CRM

Partner Functions

Access Access Sequences Sequences

Preceding Preceding Document Document

Organizational Organizational Data Data

Business Business Partner Partner Relationships Relationships

Current Current Partners Partners

© SAP AG 2003

The business transaction (for example, quotation, order, opportunity) is assigned to the transaction type Business transaction types in Customizing.

Procedure-users are assigned to the partner determination procedure.

Business transaction type and determination procedure must match in order to assign a partner determination procedure to a transaction type.

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Partner Functions (CRM) and Partner Roles (SAP R/3)

mySAP CRM

SAP R/3

Partner Partner Functions Functions

Partner Partner Roles Roles

Partner functions and partner roles are mapped in Customizing

© SAP AG 2003

In SAP R/3, the partner function Sold-to party is used. In SAP CRM, however, the same partner function is known as Customer. In Customizing (CRM → Basic functions → Partner processing → Data transfer → Partner role distribution from R/3 to CRM), you can specify that SAP R/3 sold-to parties are SAP CRM customers.

In SAP CRM, the partner function Customer is used. In SAP R/3 the same partner function is known as Sold-to party. In Customizing (CRM → Basic functions → Partner processing → Data transfer → Partner function distribution from CRM to R/3), you can enter SAP CRM customers as SAP R/3 sold-to parties.

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Partner Processing: Unit Summary You are now able to: Explain how partners are used in business transactions Set up partner processing

© SAP AG 2003

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Exercises Unit:

Partner Processing

Topic:

Analyze and Set Up Partner Processing

At the conclusion of this exercise, you will be able to: • Describe and explain the fundamental concepts of CRM Partner Processing • Implement CRM Partner Processing in Customizing Within your trade fair business framework, you want to set up partner processing for the transaction type Trade Fair Opportunity according to your own requirements. You want to utilize business partner relationships and enter the contact persons in the document as partners.

1-1

Analyze partner processing for the sales transaction Telesales in Customizing. In a separate parallel session, create a sales transaction with transaction type Telesales. 1-1-1 Which partner functions were automatically found by the system for this particular sales transaction? Was a contact person found? _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ 1-1-2 What access sequence is used to search for the Employee Responsible? _______________________________________ 1-1-3 Can you manually maintain additional partners in the partner view? If so, do this.

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1-2

Implement Partner Processing. 1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPSGR##. Name the new partner determination procedure Partner Det Proc TA Group ##. 1-2-2 Copy the partner determination procedure Telesales (TA) with all its dependent entries to ZT##. Call the newly created transaction type ## Telesales (for both description and long name). In the detailed data, alter the partner determination procedure to ZPSGR## and the Organizational Data Profile to ZORGPROF_##. 1-2-3 Create a single access sequence ZZ##, Sold-To Party – Relationships ##, with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function. 1-2-4 Enhance the partner determination procedure ZPSGR## with the partner function Contact Person, which the system automatically finds in the corresponding telesales transaction. The partner function Contact Person should occur at least once and no more than three times. For determination, use the access sequence ZZ##, which you just created in the previous exercise. You do not have to maintain the remaining fields. 1-2-5 Test the new partner determination procedure by creating the sales transaction ## Telesales. Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)? ____________________________________

1-3

Comprehension questions on Partner Processing 1-3-1 What concept makes partner processing particularly flexible? Why? _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ 1-3-2 Can you define your own partner functions in Customizing? ___________________________ 1-3-3 Can you define your own partner function categories? ___________________________

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Solutions

1-1

Unit:

Partner Processing

Topic:

Analyze and Set Up Partner Processing

Analyze partner processing for the sales transaction Telesales in Customizing. In a separate parallel session, create a sales transaction with transaction type Telesales. 1-1-1 Which partner functions were automatically found by the system for this particular sales transaction? Was a contact person found? IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types The transaction type TA (Telesales) is assigned to the partner determination procedure 00000001 in Customizing. IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure The partner determination procedure 00000001 contains the following five partner functions: Sold-to Party, Ship-to Party, Bill-to Party, Payer, Employee Responsible 1-1-2 What access sequence is used to search for the Employee Responsible? IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure View the details for the partner function Employee Responsible in partner determination procedure 00000001 (Telesales). Z006 – IDES from Trans./Customer//User 1-1-3 Can you manually maintain additional partners in the partner view? If so, do this. In your second session, go to the Partner tab page in the sales transaction and enter, for example, a contact person.

1-2

Implement Partner Processing. 1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPSGR##. Name the new partner determination procedure Partner Det Proc TA Group ##. IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure

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Select the entry 00000001 (Telesales) and choose Copy As. Confirm the dialog box and copy all dependent entries. Give the new determination procedure the name Partner Det Proc TA Group ##.

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1-2-2 Copy the partner determination procedure Telesales (TA) with all its dependent entries to ZT##. Name the newly created transaction type ## Telesales (for both description and long name). In the detailed data, alter the partner determination procedure to ZPSGR## and the Organizational Data Profile to ZORGPROF_##. IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Select the entry TA (Telesales) and then choose Copy As. Confirm the dialog box and copy all dependent entries. Give the new transaction type the name Telesales. In the detail view for the transaction type, change the partner determination procedure to ZPSGR# and change the organizational data profile to ZORGPROF_##. 1-2-3 Create a single access sequence ZZ##, Sold-To Party – Relationships ##, with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function. IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Access Sequences Choose New Entries and enter ZZ## as the ID and Sold-To Party – Relationships ## as the description. Select the new access sequences and choose Individual Accesses. Enter the following data: Field Name or Data Type

Values

Batch Sequence:

10

Dialog Sequence:

10

Source:

Business partner relationships

Partner function:

Sold-to Party (CRM)

1-2-4 Enhance the partner determination procedure ZPSGR## with the partner function Contact Person, which the system automatically finds in the corresponding telesales transaction. The partner function Contact Person should occur at least once and no more than three times. For determination, use the access sequence ZZ##, which you created in the previous exercise. IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure © SAP AG

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Select the partner determination procedure ZPSGR## and then Partner Functions in Procedure. Choose New Entries. Field Name or Data Type

Values

Partner function

Contact person (CRM)

Number of Occurrences (Lowest)

1

Number of Occurrences (Highest)

3

Access sequence

ZZ##

1-2-5 Test the new partner determination procedure by creating the sales transaction ## Telesales. Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)? Sales → Maintain Sales Orders Create a transaction ## Telesales and use the sold-to party Stockmann AG ##. Go to the Partner tab page. The system found the contact person Michael Contact ##. To prevent the system from finding the sold-to party as a contact person, you can define the permitted partner function Sold-to Party (CRM) as an excluded partner function in the business partner master (role: Sold-to Party) on the Excluded Functions tab page. 1-3

Comprehension questions on Partner Processing 1-3-1 What concept makes partner processing particularly flexible? Why? Access sequences enable the formulation of search strategies to search for individual partners. The Employee Responsible can be determined through organizational data determination or, if no partners are found here, can be entered manually by the system user. 1-3-2 Can you define your own partner functions in Customizing? Yes, it is possible to define your own partner functions to fit your personal requirements. 1-3-3 Can you define your own partner function categories? Partner function categories cannot be enhanced in Customizing.

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Pricing: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

© SAP AG

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Pricing

Overview of Pricing and Tax Determination Pricing in Transactions How Pricing Works Special Functions in Pricing Condition Maintenance Taxes

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Pricing: Unit Objectives At the conclusion of this unit, you will be able to: Explain the functions of the Internet Pricing and Configurator (IPC) Describe the pricing functionality in SAP CRM Explain how tax determination and tax maintenance work in SAP CRM

© SAP AG 2003

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Pricing: Business Scenario

You want to understand the functionality and capabilities of pricing elements with CRM enterprise. You might need to make Customizing settings for pricing in the future.

© SAP AG 2003

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Pricing and Tax Determination in SAP CRM

IPC SPE Pricing/ Free Goods

Data Loader

Condition Technique Trace Conversions - Currency - UOM

Limited Product Master Information

TTE

SCE Configuration Dependency processing, Feasibility & Completeness Check

Trace

Tax Determination/ Pricing

Condition Technique

Knowledge Base

Trace Conversions - Currency - UOM © SAP AG 2003

Sales Pricing and Configuration (SPC) contains several elements: y Sales pricing engine y Sales Configuration Engine (SCE) y Product master data functions – Product master data is read from the database when an item is created. y Simple document functions

The sales pricing engine contains the following elements: y Pricing functions y General condition technique y A trace, which documents how the search for condition records was done y Currency and unit of measurement (UoM) conversions

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Which Applications use the IPC?

Java-based IPC technology allows the reuse and integration of the IPC into different software platforms. mySAPCRM mySAPCRM ECommerce ECommerce

Internet Internet Sales Sales R/3 R/3 Edition Edition

mySAPCRM mySAPCRM Interaction Interaction Center Center

SAP SAP IPC IPC Enterprise Enterprise Buyer Buyer Professional Professional Customer Customer specific specific Scenarios Scenarios

mySAP mySAP CRM CRM Field Field Applications Applications mySAP mySAP Automotive Automotive (Vehicle (Vehicle Management Management System) System)

© SAP AG 2003

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IPC Implementation Scenarios

The Data Loader loads data from an SAP R/3 system to a local database. customizing + master data

IPC

IPC Data loader

Local database

R/3

Data is maintained in the SAP CRM system. The IPC accesses the data in the CRM database. IPC

RFC

CRM CRM database

The IPC accesses the CRM database again. An SAP R/3 system provides the CRM system with data. IPC

RFC

CRM

R/3 CRM database

Middleware

© SAP AG 2003

To carry out pricing, the Internet Pricing and Configurator needs various types of data from the following sources: y Customizing contains information about currencies or pricing determination procedures, for example. y Master data records contain information such as the gross price of a product. y Context-relevant information, for example, about the product and customer in a certain order, is gathered from the CRM database.

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How Pricing Works

SAP R/3 Back Office System Sales and Distribution (SD)

Pricing

Condition Technique Determination of access sequence condition records, e.g., e.g., base price or variant price

Pricing Price calculation based on the condition records Customizing of pricing procedure Formula Requirements Exclusions

Sales Orders Billing Delivery

© SAP AG 2003

Pricing enables you to determine relevant price information in all types of business transactions such as sales or service orders, contracts, quotations or campaigns.

Different kinds of condition groups – for example, prices, discounts, surcharges, freight or taxes – can be determined.

Pricing in CRM is carried out via the Internet Pricing and Configurator (IPC). The IPC ensures consistent pricing regardless of whether prices are calculated for a business transaction in the Interaction Center, Internet Sales, or a Mobile Sales scenario.

Pricing provides an infrastructure for managing comprehensive pricing strategies and enables you to provide consistent price information any time, anywhere.

The sales relevant master data can be extracted from the SAP SD system to the CRM system or IPC.

The Internet Pricing and Configurator uses the data stored in CRM or IPC databases.

Relevant information that is necessary for sales pricing includes the following: y Basic information on the materials, business partners and sales organization y Sales processes y Pricing

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Condition Types

The condition type defines the characteristics and attributes of a condition. You can define a condition type for every type of price, surcharge, or discount that occurs in your business transactions.

K007

Discount %

Calculation type: Scale base type:

Value from $100 $ 1000 $ 10000

KF00

Percentage Value scale

Freight

Calculation type: Amount/weight

Amount

Amount

-1% -2% -4%

$ 1 per 1 kg

© SAP AG 2003

The condition type determines the category of a condition and how it is used.

The calculation type and the scale base type can be controlled for each condition type.

Possible scale base types Possible calculation types

Value

Percentage from an initial value, fixed amount

Quantity

Amount per unit of measure

Weight

Amount per unit of weight

Volumes

Amount per unit of volume

Time period

Quantity per unit of time

Each condition type can be set as an automatic surcharge or an automatic discount.

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Pricing Procedure

The pricing procedure defines which condition types are permitted and in which sequence.

Pricing procedure

0CRM1

1. Price

PR00

2. Customer discount

K007

3. Promotion discount

KA00

© SAP AG 2003

The pricing procedure also defines the following: y Which subtotals are shown on the pricing screens y If a condition type is mandatory y If a condition type is statistical y If a condition can be entered manually only y Formulas for calculating prices y The basis on which the system calculates prices y Which requirements must be met in order for a specific condition type to be considered

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Determination of Pricing Procedure Organizational Context

Sales Organization


O 50002101 Pricing procedure

10

0CRM1

1. Price

PR00


K007

3. Promotion discount KA00

Customer pricing procedure Standard

determines

Document pricing proc.

Customer group

A

Process

© SAP AG 2003

The determination of pricing procedure must be set up manually. Unlike SAP R/3, no division setting is required.

Determination of pricing procedure can be done using the following: y Sales Organization y Distribution Channel y Document Pricing Procedure (can be assigned to a sales transaction, on the third level) y Customer Pricing Procedure (assignment in business partner master)

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Access Sequence

An access sequence is a search strategy that the system uses to search for valid data for a specific condition table. It consists of one or more accesses. Condition Type K027: Access Sequence K027: 1.

Customer specific discount Condition table: Customer/Sales Organization

2.

Discount for price group Condition table: Price Group/Sales Organization

3.

General discount for the sales organization Condition table: Sales Organization

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Condition Table

A condition table defines the combination of fields (keys) that identify an individual condition record. Condition Table Z007 Customer/Sales Organization: Condition Table Fields: Sales Organization Distribution Channel Division Sold-to party

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Condition Technique Pricing procedure

Transaction

0CRM1

1. Price

PR00


K007

Product A PR00 K007

3. Promotion discount KA00

Condition type

55 PC

95 EUR/PC -2%

PR00

Access sequence ZPR0

Access sequence

ZPR0

Condition tables 1. Access: Customer/Material 2. Access: Material

Condition records for PR00 Valid record not available Valid record available

Scale From 1 PC:100 EUR per PC From 50 PC:95 EUR per PC

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Groups of Conditions

You can determine conditions at any level you require: Conditions

Prices

Discounts/ surcharges

For For example: example: Material Material price price

For For example: example: By By customer customer

Customer-specific Customer-specific Price Price list list

By By material material By price By price group group

Freight

Taxes

For For example: example: Incoterms, Incoterms, part part 11 Incoterms, Incoterms, parts parts 1+2 1+2

For For example: example: Departure Departure country country Export Export

© SAP AG 2003

Data about conditions is stored in condition records.

You can determine conditions at any level you require.

The levels on which pricing is most commonly carried out have been predefined in the standard version. You can easily add additional levels if required. A standard field catalog containing fields commonly used in pricing is supplied with SAP R/3. However, you can make conditions dependent on any document field(s), but you might have to add these fields to the field catalog.

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Condition Records

Data about conditions is stored in condition records: Special offer discount:

Level on which the condition is defined

Sales organization

1000

Distribution channel:

01

Customer:

C1

Material:

M1

1st Period Mar 01 to Apr 30 $ 1000 $ 2000 $ 3000

-1% -2% -3%

2nd Period May 01 to May 30 $ 1000 $ 2000 $ 3000

-2% -3% -4%

© SAP AG 2003

Data about conditions is stored in condition records.

You can limit a pricing agreement to a certain period by specifying a validity period. This can be useful when you want to have different price lists for different years or have discounts valid only for the duration of a special offer.

The values in a condition record (price, surcharge, discount) can be maintained according to a scale. You can specify an unlimited number of levels in a scale.

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Condition Maintenance

You can start condition maintenance from the following objects in CRM: Business partners (roles: Sold-to Party, Bill-to Party, Payer) Products (condition screen: Sales Conditions) Contracts Campaigns

You can also maintain conditions in the general condition maintenance regardless of the specific context. This is relevant for product or customer group-specific conditions, for example.

© SAP AG 2003

You can use the price group Customers to group products for which the same conditions are to be valid. You assign the price group to the customers or to the products when you maintain the business partners (customer partner function) or the products. You can define your own price groups.

In SAP CRM there is no general condition maintenance as in SAP R/3. The conditions are maintained through the maintenance of master data such as product master data.

The conditions maintained in SAP CRM that begin with a zero (0), for example, 0PR0 for price, is equivalent to the PR00 for the price from SAP R/3.

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Pricing Information in Sales Documents Prices

Prices Pricing information

Header Conditions

Total of item conditions

der a e H Item

for example, gross and net prices, tax, currency

Maintain header conditions

Prices

Item data for example, currency conversion, net value, exchange rate

Conditions

Item conditions You can change conditions

© SAP AG 2003

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Pricing in Transactions – Example Order Customer: Miller Product

Quantity

M328

10 pc

Condition

Rate

Unit

per

Value

Curr

Material Price

100

$

1 pc

1000

$

Gross

100

$

1 pc

1000

$

Customer Discount

-2

%

- 20

$

Product Discount

-5

$

1 pc

- 50

$

Net Value for Item

93

$

1 pc

930

$

Shipment Costs

+2

$

1 kg

+ 40

$

Final Amount

97

$

1 pc

970

$

© SAP AG 2003

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Pricing Result Example

© SAP AG 2003

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Pricing – Features

Item level pricing, formulas for more complex pricing Manual changes on item and header level Different calculation types Two-dimensional scales, scales with different scale bases Validity periods Condition exclusion Currency conversion, quantity conversion, and unit of measurement conversion Free goods

© SAP AG 2003

SAP Pricing has a flexible infrastructure that enables comprehensive pricing strategies.

SAP Pricing benefits include: y Increased profitability through economically sound response to any type of customer request y Increased competitiveness y Timely reaction to any type of customer request y Enhanced selling effectiveness by providing product, pricing and discount information at the point of sale

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Pricing – Special Functions

Condition Exclusion Variant Conditions Group Conditions Hierarchical Access

© SAP AG 2003

In pricing, more than one condition record may apply to a particular item at any one time. You can use condition exclusion to compare possible conditions in order to determine such things as the best price for a customer.

Variant conditions can be used to influence the price of a configurable material depending on the characteristic values assigned.

You can use group conditions when you want some conditions to be used as the basis for determining scale values from several items. Example: Materials have been assigned to a material pricing group. You want a quantity-based discount to be assigned to these materials. You want the quantity scale to be read cumulatively with the cumulated quantity of all materials in the sales order that are assigned to this material pricing group.

Hierarchical accesses are used to optimize pricing for hierarchical data constellations such as a product hierarchy. General condition maintenance is available in the classic user interface and in the PeopleCentric User Interface.

Minimum and maximum limits allow you to restrict manual processing of pricing conditions in transactions per condition type. Currently this can be used only for condition records that were originally created in SAP R/3.

© SAP AG

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Tax Calculation Features (1) Online transaction support – Tax calculation for

CRM Sales and Service, CRM Billing, Mobile Sales, Internet Sales

SRM Order / Invoice Verification

Tax calculation and determination

Determination of tax rates and calculation of tax amounts

Determination of tax types such as VAT (condition type MWST), sales and use taxes and more

Determination of tax results

Support of quantity-based taxes

US Sales and Use Tax

Internal jurisdiction method and Nexus

External systems such as Vertex® or Taxware®

Country-specific functions

Multilevel taxation

Tax determination based on net tax amount

Rounding © SAP AG 2003

rules

For US taxes, the nexus defines the physical presence of the taxpayer's or its agents' employees or property that creates taxable connections with a jurisdiction. Nexus data must be maintained only when the Transaction Tax Engine (TTE) calculates taxes using the internal jurisdiction code method and external systems are not used.

Country-specific functions include functions for multilevel taxation that reduce or increase the base amount for tax calculation and functions for taxation with multiple tax types.

© SAP AG

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Tax Calculation Features (2) Persistent Tax Document Tax exemption handling Simulation of tax results Customizing New tool for tax event determination Time-dependent assignments of determination rules Customizing transport requests for tax rates Integration into SAP R/3 Accounting tax codes

Interfaces for calling systems such as XML, JAVA, RFC SRM Integration Input taxes Non-deductible taxes

© SAP AG 2003

A new feature in SAP CRM 4.0 is the Persistent Tax Document. This document is stored permanently in a system and can be accessed at all times. The Persistent Tax Document comprises all input and output data for a particular Transaction Tax Engine (TTE) tax determination and calculation.

© SAP AG

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Master Data for Tax Calculation in CRM Tax classification of Business Partner and Products Customizing Tax Types

Tax Groups - Default Business Partner Tax Groups for Tax Calculation - Default Product Tax Groups for Tax Calculation*

© SAP AG 2003

Tax calculation requires classification of business partners and products. The business partner and product tax classification is made by assigning tax groups to the tax types (for example, VAT, sales tax) that must be determined in any given country. The tax groups indicate whether a business partner is liable for or exempted from the respective tax type that is imposed.

In Customizing, the tax type specifies which taxes are determined for each country. y Corresponding tax groups are defined for business partners and products for each tax type. The combination of tax group, the country (or region), and tax type determines the tax condition record. y A default tax group can be defined for business partners and products per country and tax type. When a business partner or a product has not been assigned a tax classification, the default tax group is used.

© SAP AG

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Business Partner – Tax Classification

Assignment of tax types and corresponding tax groups If the business partner is a person, select Natural Person Assignment of tax registration numbers and, if applicable, country-specific tax registration numbers © SAP AG 2003

The business partner tax classification is made by assigning tax groups to the tax types (for example, VAT, sales tax) that must be determined in any given country. The tax groups indicate whether a business partner is liable for or exempted from the respective tax type that is imposed. An additional level of tax classification is made by assigning the VAT registration number.

The tax-relevant partner is derived from the partner function Goods/services recipient in the standard. The VAT registration number and tax classification for this business partner is copied to tax determination. If the sold-to party or payer is used for tax determination, in Customizing you assign a rule in a Business Add-In. In Customizing, you also define the corresponding logic for determining the tax-relevant partner.

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Product Tax Classification

Assignment of tax types and the corresponding tax groups

© SAP AG 2003

The product tax classification is made by assigning tax groups to the tax types that must be determined in any given country. The tax groups indicate whether a product is liable for or exempted from a reduced rate of the respective tax type levied. This assignment can also be made on a regional basis.

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Customizing: Tax Types and Tax Groups

© SAP AG 2003

A prerequisite for business partner and product tax classification is the definition of country-specific tax types and tax groups in Customizing.

The tax type specifies which taxes are determined for each country. The access sequence specifies the order in which condition records are accessed for a country when more than one tax type has been defined for it.

The tax category is a distinct grouping of taxes to which tax types belong such as sales tax, withholding tax or excise tax.

Corresponding tax groups are defined for business partners and products for each tax type. The combination of tax group, the country (or region), and tax type determines the condition record.

A default tax group can be defined for business partners and products per country and tax type. When a business partner or a product has not been assigned a tax classification, the default tax group is used.

© SAP AG

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Tax Determination via TTE

SAP SRM/CRM CRM Sales and Service, CRM Billing, Mobile Sales, Internet Sales

IPC

SRM Order / Invoice Verification

Transaction Tax Engine

BP Sales Org. / Vendor • Address • Country or region • Jurisdiction code • Tax registration numbers

z z

Tax Determination Tax Calculation

Result Tax Event Tax Location Tax Type(s) Tax Rate(s)

Customer • Address • Country or region • Jurisdiction code • Tax Registration Number • Tax Types and Groups

Product • Tax Types and Groups

Transaction • Date • CRM Item Object Type

Tax Rates Tax Exemptions Deductibility

Rules Tax Determination

Tax Document

© SAP AG 2003

The Transaction Tax Engine (TTE) is an integral part of the Internet and Pricing Configurator (IPC). The TTE determines and calculates tax based on the condition records and tax exemption licenses. The TTE uses the transferred data to determine the tax event, tax type(s) and the corresponding tax record.

As long as the CRM invoice is being used for billing, CRM business processes must use the Transaction Tax Engine (TTE) for tax determination. For CRM Billing the TTE issues a tax document.

SRM business processes can use the TTE for tax determination.

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Pricing: Unit Summary You are now able to: Explain the functions of the Internet Pricing and Configurator (IPC) Describe the pricing functionality in SAP CRM Explain how tax determination and tax maintenance work in SAP CRM

© SAP AG 2003

© SAP AG

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Exercises Unit:

Pricing in mySAP CRM

Topic:

Pricing Customizing

At the conclusion of this exercise, you will be able to: • Analyze and maintain the parameters in Customizing for pricing

The pricing application depends on the proper customizing. You will practice using the analysis tools available in mySAP CRM to study the pricing process and explain influence of it.

1-1

Explain why the Internet Pricing and Configurator is necessary for CRM. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________

1-2

Create a sales transaction and check the pricing settings in CRM Enterprise. 1-2-1 Create a sales transaction. Enter Telesales Order as the transaction type, ##Megastore in the Account (Business Partner) field, HT-1010 as the product, and 10 pieces as the quantity. 1-2-2 Where can you see which pricing procedure was determined? __________________________________________________ __________________________________________________ __________________________________________________

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1-2-3 What pricing procedure was determined? __________________________________________________ __________________________________________________ __________________________________________________ 1-2-4 Where can you find the pricing procedure analysis? What is it used for? __________________________________________________ __________________________________________________ __________________________________________________ 1-2-5 What customer pricing procedure is assigned to business partner ##Megastore? Customer Pricing Procedure Description

_________________________________

_________________________________

Can this be changed in the transaction? __________________________________________________ 1-2-6 What Document Pricing Procedure is assigned to the telesales transaction type? Transaction Pricing Procedure Description

________________________________

_________________________________

1-2-7 What parameters are used to determine the pricing procedure? 1-2-7-1 Describe a pricing procedure. ___________________________________________ ___________________________________________ ___________________________________________ 1-2-7-2 How are the requirements considered in CRM pricing? ___________________________________________ ___________________________________________ 1-2-7-3 How can it be maintained? ___________________________________________ ___________________________________________ 1-2-7-4 What requirement is assigned to the condition type 0PR0 in the pricing procedure 0CRM01? ___________________________________________ ___________________________________________ © SAP AG

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Solutions

1-1

Unit:

Pricing in mySAP CRM

Topic:

Pricing Customizing

Explain why the Internet Pricing and Configurator is necessary for CRM. CRM Enterprise uses the Internet Pricing and Configurator (IPC) to calculate pricing of configurable products (product modeling environment), and calculate taxes. The IPC consists of the SCE (Sales Configuration Engine), SPE (Sales Pricing Engine), and the TTE (Transaction Tax Engine). The IPC is required for all key capabilities. The IPC uses the CRM Enterprise database and the configuration for the IPC is maintained in CRM Enterprise. The IPC is connected to CRM Enterprise through a remote function call (RFC). The data loader is required only if the IPC is a standalone product.

1-2

Create a sales transaction and check the pricing settings in CRM Enterprise. 1-2-1 Create a sales transaction. Enter Telesales Order as the transaction type, ##Megastore in the Account (Business Partner) field, HT-1010 as the product, and 10 pieces as the quantity. Easy Access → Sales → Maintain Sales Transactions People-Centric CRM: Enter user salesrep, password welcome, and choose Sales → Sales Enter the following data: Field Name or Data Type

Values

Transaction type

Telesales Order

Account (Business Partner):

##Megastore

Product:

HT-1010

Quantity

10 pieces

1-2-2 Where can you see which pricing procedure was determined? In CRM Enterprise on the header, on the Pricing tab. Price Information section and statistics. Pricing procedure RVCXUS was determined. You can also see the pricing procedure in the condition analysis. 1-2-3 What pricing procedure was determined? RVCXUS

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1-2-4 Where can you find the pricing procedure analysis? What is it used for? CRM Enterprise: at the item level on the Conditions tab. Choose the button for accesses. You must maintain the user parameter in your user ID. User parameter PRC_TRACE with value X is used to see the pricing procedure. 1-2-5 What customer pricing procedure is assigned to business partner ##Megastore? Customer pricing procedure 1 Description standard Master Data → Business Partner → Maintain Business Partner Find business partner ##Megastore. Display it in Sold-to Party role. Choose Sales area data. This data is displayed: US Sales & Service (Sales Organization), Internet Sales (30 = Distribution Channel). This is displayed on the Billing tab. Can this be changed in the transaction? No. The customer determination procedure cannot be changed in the document; it can be changed only in the Business Partner Master Record. 1-2-6 What document pricing procedure is assigned to the telesales transaction type? Transaction Pricing Procedure Description

_________________________________

_________________________________

Customizing(Transaction code SPRO)→ CRM → Transaction → Basic Settings → Define Transactions Types Select your transaction type TA. Choose Assignment of Business Transaction Categories. Select Sales. Select Customizing header Pricing Data. 1-2-7 What parameters are used to determine the pricing procedure? Sales Organization, Distribution Channel, Document Pricing Procedure, Customer Pricing procedure (Division is optional) 1-2-7-1 Describe a pricing procedure. A pricing procedure defines which condition types are permitted and in which sequence. It also defines which subtotals are shown on the pricing screen, if a condition type is mandatory, if a condition is statistical, if a condition can be entered manually only, the formulas for calculating prices and which requirements must be met in order for a specific condition type to be considered. 1-2-7-2 How are the requirements considered in mySAP CRM Pricing? This influences pricing and must be displayed in the CRM system accordingly. This is done by using the corresponding user exits in the IPC. The numbers of the user exits are assigned in the pricing procedure and in the condition type for the CRM system. The user exits themselves are part of the IPC implementation.

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1-2-7-3 How can mySAP CRM Pricing be maintained? You can find the CRMStandardEXits.java.txt file in the lib\userexits file for the IPC installation. Here, you can display how R/3 ABAP routines are depicted in the IPC. The UserExits.html and UserExitsExamples.html documents are included in the doc\spec directory in the IPC installation. 1-2-7-4 What requirement is assigned to the condition type 0PR0 in the pricing procedure 0CRM01? The requirement is 2, item with pricing.

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Actions: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


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© SAP AG

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10-1

Actions

Overview of Actions Actions in Detail Output Determination

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Actions: Unit Objectives

At the conclusion of this unit, you will be able to: Explain the processing of actions Describe how actions are configured Describe the structure and layout of outputs Use the action monitor to launch actions

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Actions: Business Scenario

Dependent on the method of communication agreed on with your customers, you want to send them order confirmations by either letter, fax or e-mail. In doing this, the outputs to be issued should be automatically determined for the corresponding transactions. Using the print preview, you can see what the layout of the order confirmation looks like.

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Examples for Actions

Action: Action: Quotation

Set quotation to be completed

Condition: Condition: Validity period expired

Create follow-up activity, e.g., phone call

Two weeks before contract end

Create follow-up contract

Target value reached

Send printed order confirmation

Order complete and without errors

Contract

Order

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Actions use the Post Processing Framework (PPF), a Basis component, which can be automated with the initiation of outputs, follow-on documents or workflows.

Using the Actions tab page within a business document, you can display a list of actions that can be included in the business transaction.

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Processing Actions – Process Flow Transaction Type

Item Category

Action Action Profile Profile Action Action

Actions can be freely defined according to the demands of your company’s processes

Conditions can be time dependent using dates and date rules (date profile)

Schedule Schedule Condition Condition fulfilled

Schedule Schedule Automatically Automatically

active yes

Action List

Start Start Condition Condition fulfilled

no

Processing Processing Time Time

inactive

z z z z z z

F4 (manually) Toolbar (manually)

immediately immediately when when saving saving selection selection report report

Processing Processing Medium Medium

• Smart Smart Form Form • Workflow Workflow • Methods Methods

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An action profile is determined from the corresponding transaction type or item category.

Actions are stored as action definitions within an action profile.

You can control action processing using different settings and parameters: y Action changeable or executable in dialog y Action displayed in toolbar (SAP GUI) y Processing time (when saving the document or via selection report) y Partner dependence y Determination technique y Action merging y Processing types (with entry of the desired form name)

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Conditions

Schedule Condition

Start Start Condition Condition

The schedule condition decides whether an action should be scheduled for processing. An action is therefore generated only if the schedule condition is met.

Contract

Net value greater than $1,000,000

The start condition is checked before the action is executed. The action is executed only if the start condition is satisfied.

Contract

Cancellation of contract

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There are two modes available for defining conditions: y Mouse-oriented PC mode y Direct text entry mode (traditional)

User settings can be made to change between both modes.

When editing conditions, you can use expressions and constants and connect them with operators, for example, Status = 'in process'.

Conditions can be checked for proper syntax and tested.

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Processing Time

Processing Time

Immediately

Complaint

Subsequent item Credit Memo

When saving saving

Selection report report

Quotation

Sales Order

Sales Call

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If you select Immediately as the processing time, the action is started as soon as the start condition is fulfilled.

If you select Processing when saving the document, the action is started when the document is saved.

If you select Processing using the Selection Report, the action is started after a selection report is executed if the start condition has been fulfilled.

Actions are displayed in transaction documents that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the document on the Actions tab page of a transaction document. The following information is displayed in the list for each action: y Status (action scheduled, action processed) y Description (purpose of action) y Conditions (settings for action definition and conditions are displayed) y Creator, Creation date

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Processing Medium

Processing Medium

Smart Forms

W orkflow Workflow

Sales Order

E-Mail

Quotation

Release procedure for quotation depending on net value

Methods Methods

Opportunity

Sales Call

Task

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SAP Smart Forms must be used to print, e-mail or fax documents such as an order confirmation.

Actions can create an event to start a workflow.

Methods are Business Add-In (BAdI) implementations. You can define your own BAdI implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BAdI.)

Examples for standard methods include the following: y COPY_DOCUMENT (create a follow-up document) y COMPLETE_DOCUMENT (set status completed within document) y CREDIT_MEMO (create credit memo item) y REPAIR_ITEM (create a repair item) y 1O_EVENT_CREATE (create a workflow event)

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Output Layout Use SAP Smart Forms to design your forms Address, Ship-to party party Enterprise Enterprise data data General General data data Order items items

Quotation item

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You can use the graphics tool, SAP Smart Forms, to design the layout of output forms.

SAP delivers several Smart Forms for outputs in SAP CRM: y Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail) y Form CRM_ORDER_LEASING_01 (suitable for faxes, letters, and e-mail) y Form CRM_OPPORTUNITY_01 (suitable for faxes, letters, and e-mail)

SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge, thanks to a completely graphical user interface.

When you request a printout of a form, the application program obtains the relevant data to be used and prints it on the form. Data retrieval and form logic are separated from one another.

SAP Smart Forms replace SAPscript forms (migration from SAPscript forms to Smart Forms is supported).

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Action Monitor The action monitor gives you an overview of all planned actions and their status You can trigger repeat action processing and display output (preview)

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You can use the action monitor to monitor and trigger the processing of actions for several documents.

The action monitor program, RSPPFPROCESS, originates from the Post Processing Framework (PPF). You can use this program to check processing for all actions (for example, output, follow-on documents).

When you use the action monitor, you can obtain an overview of which actions have been issued successfully. The Status column displays whether the action is not yet processed, processed successfully, or processed with errors.

As soon as the processing time Processing by selection report for an action is set in Customizing (for example, an output), you can select the actions with this program and initiate their processing.

It can also make sense to use the action monitor to process actions with the processing time When Saving, for example, if time-dependent conditions have been fulfilled after a certain time without any changes to the document. The program should be executed regularly so that actions are also started in these cases.

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Workflow versus Actions Workflow

Actions

Workflow settings required

Workflow settings not required

Processes complex scenarios with multiple steps and systems

Processes single steps in a single CRM system

Triggered by events, actions, Customizing, or programming. Workflow requires a commit work.

Triggered by Basis PPF, which does not require commit work Flexible planning and start conditions

No separate planning and start condition

Used independently of organizational management

Used with organizational management

Used independently of Business Workplace

Creates work items in Business Workplace

Appropriate for date-driven processes

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SAP Business Workflow is an SAP Basis component. In the SAP CRM system, SAP Business Workflow definitions and functions can be found under Architecture and Technology → ABAP Workbench → Workflow.

Actions are part of the Post Processing Framework and therefore are Basis functionality. In SAP CRM, actions can be defined in Customizing (Customer Relationship Management → Basic Functions → Actions).

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Actions: Unit Summary You are now able to: Explain the processing of actions Describe how actions are configured Describe the structure and layout of outputs Use the action monitor to launch actions

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A

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Exercises Unit:

Actions

Topic:

Action Definitions

At the conclusion of this exercise, you will be able to: • Describe how an action of type order confirmation is determined within a sales order • Create an action profile using a wizard • Assign an action profile to a transaction type and test it You would like to print confirmations for sales orders. Because output is triggered through actions, you have to understand how actions are set up and processed. Also you would like to automatically create follow-up activities. This can also be accomplished with appropriate action definitions.

1-1

Create a telesales order for customer Megastore and view the automatically suggested order confirmations in the system. 1-1-1 Create a Telesales order for customer ##Megastore. The customer places an order for 10 pieces of material HT-1000. Save the transaction. 1-1-2 Go to the actions that were automatically generated for this sales order. Which entry can be found here? What processing status does this action currently have? 1-1-3 Display the print preview of the determined order confirmation.

1-2

Trigger processing of the determined order confirmation via the action monitor. 1-2-1 Go to the action monitor and choose the actions. As parameters, use application CRM_ORDER, action definition ORDER_CONFIRMATION, promotion status 1, and time of processing 4 (= Selection Report). Process your order confirmation using the action monitor.

1-3

Use Customizing to analyze how automatic determination takes place for the determined order confirmation. 1-3-1 Which action profile is used by transaction type TA (Telesales)? 1-3-2 Analyze this action profile. When is the order confirmation processed? 1-3-3 Which processing types are possible for the order confirmation action?

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You want to create an action profile for Business Activities that helps you create a follow-up activity once the preceding activity is completed. 1-4-1 Go to the IMG and create an action profile for transactions. After starting the wizard use the following data: Action Profile:

ZACTIONPROFILE_##

Description:

Action Profile Follow-up Activities ##

Date Profile:

000000000001

Object Type:

BUS2000126

Choose Continue. Enter ZFOLLOWUP_## as the action definition and Follow-up Activity Sales Call ## as the description Choose Continue. Schedule Automatically:

select this

Processing Time:

Immediate processing

Display in Toolbox:

select this

Chngbl in Dialog:

select this

Executable in Dialog:

select this

Choose Continue twice. Select Method Call. Choose Continue. Use F4 Help to select method COPY_DOCUMENT. Change the Determine Proc. Paramter (change icon). Create a Container Element (create icon). Element:

PROCESS_TYPE

Name:

Process Type

Short Description:

Process Type of activity

Make a reference to an ABAP Dictionary Object. Structure:

CRMD_ORDERADM_H

Field:

PROCESS_TYPE

Assign an initial value 0001 (Sales Call). Choose Confirm and apply entries. Choose Continue.

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Enter an appropriate text. Choose Continue three times because you don’t want to use conditions in the first step. Complete the wizard. 1-4-2 Assign the action profile to transaction type ZB## (Trade Fair Visit ##). 1-5

Test your settings in the Portal or in SAP GUI. 1-5-1 Log on to the Portal. Go to Activities and create a new business activity. Enter a business partner, a description and take a look at the Scheduled Actions tab strip. 1-5-2 In SAP GUI create a new Business Activity. Enter a business partner, a description and take a look at the actions tab strip. Is the action scheduled yet? __________________________________________________________ What can you do to schedule the action? __________________________________________________________

1-6

Now you want to add a schedule condition to your action that creates a follow-up sales call. When and only if the status of the preceding activity is completed, you would like to be able to create a follow-up activity. 1-6-1 Define a schedule condition for your Follow-up Activity Sales Call ## action. Go to the IMG and start condition definition. Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition. Expand the container object CRM Bus. Activity. Using the editor, form an expression User Status = Complete (status profile CRMACTIV). Transfer the condition and save the condition. 1-6-2 Test your settings.

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Solutions

1-1

Unit:

Actions

Topic:

Action definitions

Create a telesales order for customer Megastore and view the automatically suggested order confirmations in the system. 1-1-1 Create a Telesales order for customer ##Megastore. The customer places an order for 10 pieces of material HT-1000. Save the transaction. a) Portal: Sales → Orders → Create → Telesales Enter the data given in the exercise statement. Click Print to get a preview. Go to the Schedule Actions tab strip to execute. b) SAP GUI: Sales → Maintain Sales Orders → Transaction → Create (Telesales) Enter the data given in the exercise statement. 1-1-2 Go to the actions that were automatically generated for this sales order. Which entry can be found here? What processing status does this action currently have? a) Portal: Click the Scheduled Actions tab. The action is active, but not processed yet. b) GUI: Click the Actions tab. The action is not processed yet. 1-1-3 Display the print preview of the determined order confirmation. a) Portal: Choose Print. b) GUI: On the Actions tab page, select the determined order confirmation and choose the Preview icon.

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1-2

Trigger processing of the determined order confirmation using the action monitor. 1-2-1 Go to the action monitor and choose the actions. As parameters, use application CRM_ORDER, action definition ORDER_CONFIRMATION, promotion status 1, and time of processing 4. SAP Menu → Sales → Action Monitor Choose the actions using the following parameters: Field Name or Data Type

Values

Application:

CRM_ORDER

Action Definition:

ORDER_CONFIRMATION

Promotion Status:

1

Time of Processing:

4

Process your order confirmation using the action monitor. Go to the action monitor using the transaction SPPFP. Enter the selection parameters given in the table and choose Execute. Select the entry for the transaction you created (using the transaction number in the Key column) and choose Process. When you do this, the status of the action (output) is changed to Successfully Processed. 1-3

Use Customizing to analyze how automatic determination takes place for the determined order confirmation in the first exercise. 1-3-1 Which action profile is used by transaction type TA (Telesales)? IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Assign Action Profile to Business Transaction Type Choose the transaction type TA. Display details. The action profile is ORDER_MESSAGES. 1-3-2 Analyze this action profile. When is the order confirmation processed? IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Change Actions and Conditions → Define Action Profiles and Actions Select the action profile ORDER_MESSAGES. Display details of action definition ORDER_CONFIRMATION. Processing time is Processing when saving document. 1-3-3 Which processing types are possible for the order confirmation action? Use the dialog structure to go to the processing types for the action definition ORDER_CONFIRMATION. SMARTFORM Fax, Mail and Print are possible processing types.

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1-4

You would like to create an action profile for business activities that helps you create a follow-up activity once the preceding activity is completed. 1-4-1 Go to the IMG and create an action profile for transactions. IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Create Actions with Wizard Enter the data given in the exercise. 1-4-2 Assign the action profile to transaction type ZB## (Trade Fair Visit ##). IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Assign Action Profile to Business Transaction Type

1-5

Test your settings in the Portal or in SAP GUI. 1-5-1 Log on to the Portal Go to Activities. Choose Create and choose the activity type that you used earlier in this course. Enter the following data: Field Name or Data Type

Values

Description

Test Activity ##

Activity Partner

##Megastore

Choose Enter. Click the Scheduled Actions tab strip and then choose Add. You should see the action you set up in the exercise before. 1-5-2 SAP GUI SAP Menu → Activities → Maintain Activities Create an activity of the type you used earlier in this course. Enter the following data: Field Name or Data Type

Values

Description

Test Activity ##

Activity Partner

##Megastore

Go to the Actions tab strip. The action is scheduled because you set the schedule automatically in the action profile.

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1-6

Now you would like to add a schedule condition to your action that creates a followup sales call. When and only if the status of the preceding activity is completed, you would like to be able to create a follow-up activity. 1-6-1 Define a schedule condition for your Follow-up Activity Sales Call ## action. Therefore go to the IMG and start condition definition. IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Change Actions and Conditions → Define Conditions In the upper-left corner, double-click your action profile. Click the Schedule Condition tab. Choose Edit Condition. Click on the hyperlink to create the condition. Open your current container object CRM Bus. Activity. Double-click User Status. Click “=” operator. Use F4 help in the Constant field. Enter status profile CRMACTIV. Enter status E0003 Complete. Transfer and save condition. 1-6-2 Test your settings. Follow the same steps as before. This time you are only able to schedule the action after the activity has the status Complete. You can set this status in the details of the activity.

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Billing: Course Outline Units 1.


6.


2.

Business Partner

7.

Activity Management

3.


8.

Partner Processing

4.


9.

Pricing

5.

Product Master


© SAP AG 2003

© SAP AG

CR100

11-1

Billing

Billing Process Overview Billing Customizing

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Billing: Unit Objectives At the conclusion of this unit, you will be able to: Explain the mySAP CRM Billing process List the master data required for mySAP CRM Billing Make the necessary customizing settings to set up mySAP CRM Billing

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CR100

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Billing: Business Scenario

IDES would like to use mySAP CRM Billing for invoicing service transactions and sales orders. You need to become familiar with the general concepts of mySAP CRM Billing, the process details, and the Customizing options.

© SAP AG 2000 2003

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Example of Integration of Billing in Sales Scenario: Quotation and Order Management in mySAP CRM Create quotation

Create customer inquiry

Create sales order

2

3

1 Monitor status of order

Analyze sales processes

4 7

Create delivery and pick, pack and post goods issue

Create invoice

5

6 © SAP AG 2003

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Example of Integration of Billing in Service Scenario: Service Order Management Accept quotation 2

Make inquiry Create and communicate quotation

1

3

Convert quotation into service order

Bill customer, perform analyses

4 8

Approve confirmation, assign costs

Execute assignment, perform confirmation

Create and optimize assignments

5 7

6

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System Landscape

SAP BW

CRM (Sales/Service transactions)

CRM Billing

SAP SCE

SAP FI/CO

SAP R/3

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CRM Billing is one of the capabilities in the cross-industry solution, mySAP Customer Relationship Management. You can bill all the business transactions shown in the figure directly, except deliveryrelated sales orders. For delivery-related sales orders, SAP Logistics Execution (SAP LE), an SAP R/3 component, must also be implemented. After successful delivery to CRM Billing, SAP Logistics Execution must transfer the order with the status Released for billing before CRM Billing can bill a delivery-related sales order. The SAP R/3 components SAP FI-AR (Accounts Receivable) or FI-CA (Contract Accounting) must also be implemented if you want to post billing documents in Financial Accounting. You need SAP BW for statistical reporting of billing documents.

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Process Overview The billing process consists of three major steps: Input processing – loading data into billing due list Billing – creation of billing documents Output processing

Output

Transaction Input Processing Delivery

Billing Due List

Billing

External Data

Billing Documents

Output processing

printer, mail, etc.

Transfer

SAP FI/CO

Extract

SAP BW

Connect

Other Appl.

© SAP AG 2003

The process flow for creating and issuing invoices using CRM Billing can be divided into four subprocesses: input processing, billing, cancellation, and output processing.

During input processing, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. From the billing due list, you can process both single and collective billing from billing due list items and also trigger them to run in the background.

During billing, related billing due list items are also grouped together as far as possible from different CRM business transactions and transferred to a joint billing document.

You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting.

Output processing consists of invoice output, the transfer to mySAP Financials, and retrieval for SAP BW. You can choose from different output media (for example, printout, fax or e-mail) for invoice output, although output takes place using SAP Smart Forms. The ledger posting of billing data takes place either in SAP FI-A/R or in SAP FI-CA. CRM Billing provides all relevant billing data for the SAP Business Warehouse for statistical reporting.

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Input Processing

Output Transaction

Input Processing

Delivery

Billing Due List

Billing

External Data

Billing Documents

Output Processing

Transfer

printer, mail, etc. SAP FI/CO

Extract

SAP BW

Connect

Other Appl.

Create new item or update existing item Customizing settings: Use pricing or re-calculate prices Partner and text processing

Determine billing organization

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As soon as you have saved a business transaction in which at least one item is relevant to billing, the system transfers the data from this billing request item to the CRM Billing billing due list. The system executes the following steps here as far as saving the billing-relevant data.

CRM Billing uses the data from application Customizing to determine the item category of CRM Billing for the transferred data record. When the system cannot determine an item category (if, for example, the item category determination is not set up completely), the system has to reject the transferred data record because no billing is possible without the item categories.

By starting the appropriate services, CRM Billing completes the transferred items based on the master data available in the system: organizational data (for determination of billing units), partner data (for transferral of business partners and execution of partner check), pricing conditions (for transferral and determination of pricing conditions), and text data (for transferral of texts).

Here the system subjects the transferred items to a processing check, which, in the following cases, results in the rejection of transferred items: y The partner check (based on the settings for the partner determination procedure of the item category) ascertains whether any mandatory partners are missing or incomplete. y Pricing ascertains whether data needed to create a pricing document (particularly document currency and reference currency) is missing.

CRM Billing saves all successfully processed and completed data as billing due items.

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Billing Process

Transaction

Delivery

Input Processing

Billing Due List

Billing

Billing Documents

Output Processing

External Data

Output

printer, mail, etc.

Transfer

SAP FI/CO

Extract Connect

SAP BW Other Appl.

Online or batch creation of bills (based on flexible selection parameters) Start pricing, partner and text processing depending on Customizing Grouping of billing due items into billing documents depends on billing document header data and can be influenced by copying requirements Grouping can be suppressed by choosing Single billing

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Split criteria in billing document header data includes the billing organization, payer, bill-to-party, billing document type, bill date, and terms of payment.

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Output Processing

Transaction

Delivery

Input Processing

Billing Due List

Billing

Billing Documents

Output Processing

External Data

Output

printer, mail, etc.

Transfer

SAP FI/CO

Extract Connect

SAP BW Other Appl.

Is automatically triggered when saving the billing document Transfer to mySAP Financials can be postponed Transfer to SAP BW can be deactivated Flexible output processing via actions Creation of XML (XIF adapter) is optional

© SAP AG 2003

Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data and is split into the following processes: y Output of invoicing documents through different output media (for example, printer, fax, e-mail or external output management systems) y Transfer of billing data to a range of SAP R/3 accounting applications y Provision for the SAP Business Information Warehouse (SAP BW) y Connection of any non-SAP applications to the external interface of CRM Billing – You can find more information about connection under Interfaces for connecting to external systems.

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CRM Billing: Native Customizing

CRM Billing native customizing Billing unit Number ranges Billing types Item categories Item category determination

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To be able to completely use CRM Billing, you must maintain all activities that are in the Implementation Guide under the Billing node. For this, in IMG choose (SPRO) → CRM → Billing.

Under Billing, you should make the following settings in any case: y Define the services used in CRM Billing, including in particular price determination and partner processing y Define the number ranges for unique number assignment y Define the billing unit in the organizational plan of CRM and define the billing types y Define item categories for CRM Billing and define item category determination y Define the interface to financial accounting (if necessary)

Under Number Ranges, you should make the following settings for number ranges in Billing: y Define Number Range for Billing Documents: Here you define new or existing number range intervals for billing documents. y Define Number Range for Collective Runs: Here you reset and transport number range intervals for collective processing runs.

Under Item Categories, you define the item categories for CRM Billing. The item category determines the properties and characteristics of billing due list items and billing items (normal service items, and credit/debit memo items, for example).The item category attributes determine how the system behaves during input processing and billing.

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CRM Billing: Service-related Customizing

Service-related Customizing Partner processing Text processing Pricing Post Processing Framework

Integration-related Customizing Cross-System assignment of organizational units mySAP Financials CRM item category invoice relevancy

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Under Billing Types, you define billing types for CRM Billing. A billing type specifies the characteristics and properties of a billing document (an invoice, credit memo or debit memo, for example). The billing type attributes determine how the system behaves during billing.

Under Item Category Determination, you make settings for item category determination in CRM Billing. Item Category Determination is used to define the item category for CRM Billing from data on CRM business transactions. There are two possible ways of doing this: y In the activity Assign Item Category, you can assign the item category for CRM Billing to a specific combination of transaction type (process type of source application) and an item category of the relevant CRM business transaction. y If the standard setting shown in the figure is not sufficient for your business scenario, you can use Advanced Item Category Determination to determine the item category for CRM Billing more flexibly.

Under Service-related Customizing, you make settings for the services used by CRM Billing: pricing, partner processing, text processing, and action processing. You make Customizing settings for the first three of these services under Customer Relationship Management → Basic Functions. You can define the settings for actions in CRM Billing directly in Customer Relationship Management → Billing.

Under Integration-related Customizing, you make settings for integrating Billing with accounting applications. Settings regarding document types, accounts and tax codes for accounting documents are made here.

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CRM Billing: Related Customizing in CRM Transactions Related Customizing in CRM transactions Transactions → Item Categories

Relevance for Billing

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In CRM Business Transaction Customizing, you must specify the billing relevance of the item categories (for example, Service Contract Item, Credit memo, Debit memo) to the Business Transaction categories (for example, Sales, Sales Contract, Service, Service Contract) assigned to them. Here the following settings are possible: y Not relevant for billing: The transaction is not relevant for billing (example: item for a free-of-charge delivery or quotation). y Relevant for external billing: Billing is controlled in the SAP R/3 system or another external system. y Relevant for transaction-related billing after release of the contract: In the SAP CRM system, CRM Billing is started for a transaction for billing the order quantity if the transaction (as a rule, a contract) is released. y Relevant for transaction-related billing according to delivery quantity: In the SAP CRM system, CRM Billing is started for a transaction for billing the cumulated delivery quantity (the delivery in the SAP R/3 system returns the delivery quantity to the CRM transaction). Caution: In this case, you should make sure that the corresponding item category in the SAP R/3 system is set to not relevant for billing. y Relevant for transaction-related billing: In the SAP CRM system, CRM Billing is started for a transaction for billing the order quantity.

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Billing Documents – People-Centric User Interface

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Billing: Unit Summary You are now able to: Explain the mySAP CRM Billing process List the master data required for mySAP CRM Billing Make the necessary customizing settings to set up mySAP CRM Billing

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CR100

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Exercises Unit:

CRM Billing

Topic:

Using the Billing Engine

At the conclusion of this exercise, you will be able to: •

Work with the billing due list and create individual billing documents

•

Check the necessary customizing settings to set up CRM Billing

PC Company would like to make use of CRM Billing for invoicing sales orders. You want to create invoices for your sales transactions that have been delivered.

1-1

Check if a billing organizational unit Sales US exists as a business partner role and if it is assigned to the organizational unit US Sales + Service (O 5000609). Billing unit no.:______________________________________________

1-2

Check the type of billing for item category ZSAL (which is determined for transaction type ZSAL Sales Process). Billing type (relevant for billing): _______________________________ ___________________________________________________________

1-3

What document pricing procedure is used for transaction type ZSAL Sales Process? Document pricing procedure: ____________________________________

1-4

What pricing procedure is determined for the combination of US Sales + Service, channel 30 and the document pricing procedure that is assigned to transaction type ZSAL? Resulting pricing procedure: _____________________________________

1-5

Check out which item category for billing is assigned to your source process category LF (Delivery) in SAP R/3 and source item category ZSAL. ____________________________________________________________

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CR100

11-17

1-6

Check some settings for item category ZDEL. Used billing type: ___________________________________________ Billing block: ______________________________________________ Pricing type for billing due list: ________________________________ Pricing type for billing document: ______________________________

1-7

Check whether the billing type F2 Invoice has the following entries: Number Range Interval

01

Cancel. No.Range Intvl.

01

Item Increment

10

Partner DP in Header

Billing Document

Header Text DP

1-8

Action Profile

Standard CRM

Pricing Procedure

Standard CRM

Do Not Transfer

Should not be selected

Relevant to Stat.

Selected

Create a new order ZSAL Sales Process with your customer ##Turner and product HT-1000 (1 piece). Save your order. Order no.: __________________________________________________ 1-8-1 Check whether your created order has been transferred to SAP R/3. 1-8-2 Go to the OLTP system and deliver your order. 1-8-3 Can you find an entry for your process in the billing due list after carrying out the delivery? If not, why? ______________________________________________________ 1-8-4 Check the document flow and item status for your order in CRM. 1-8-5 Carry out picking and posting of goods issue in the OLTP system for your process. 1-8-6 Open the billing due list billing again and check again if you can find your process within this list. 1-8-7 Create a billing document for your sales process. 1-8-8 Will the invoice be transferred to SAP R/3 (FI)? ______________________________________________________

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CR100

11-18

Solutions

1-1

Unit:

CRM Billing

Topic:

Using the Billing Engine Application

Check if a billing organizational unit Sales US exists as Business Partner role and if it is assigned to the organizational unit US Sales + Service (O 5000609). Billing unit no.: 33 CRM: SAP Easy Access Menu → Master Data → Business Partner → Maintain Business Partner Search for the business partner Sales US (use Search term 1) in the Billing Org. Unit role. IMG: SAP Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Billing Units to Sales Organizations Find out that a billing unit Sales US is assigned to the sales organization US Sales + Service.

1-2

Check the type of billing for item category ZSAL (which is determined for transaction type ZSAL, Sales Process). IMG: SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Select item category ZSAL and double-click Assignment of Business Transaction Categories. Select BUS2000115 Sales and double-click Customizing Item. This sets the Relev.for bill. field to F Delivery-Related CRM Billing.

1-3

Which document pricing procedure is used for transaction type ZSAL, Sales Process? IMG: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Assign Document Pricing Procedure to Transaction Select transaction type ZSAL and double-click Assignment of Business Transaction Categories. Select BUS2000115 Sales and double-click Customizing header. This assigns document pricing procedure 9, CRM Billing, to transaction type ZSAL.

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CR100

11-19

1-4

Which pricing procedure is determined for the combination of US Sales + Service, channel 30 and the document pricing procedure that is assigned to transaction type ZSAL? IMG: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures There should be a line with O 50000609 as sales organization, distribution channel 30, document pricing procedure 9, and the resulting procedure 0CRM01.

1-5

Check out which item category for billing is assigned to your source process category LF (Delivery) in SAP R/3 and source item category ZSAL. IMG: SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories There should be a line with source process category LF, source item category ZSAL, and the determined item category ZDEL.

1-6

Check some settings for item category ZDEL. IMG: SAP Implementation Guide → Customer Relationship Management → Billing → Define Item Categories Select item category ZDEL and go to the detail screen, which should show the following:

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Values

Billing Type

F2

Billing Block

not selected

Pricing Type (Billing Due List)

D (Copy Pricing Elements Unchanged)

Pricing Type (Billing Document)

G (Copy Pricing Elements Unchanged and Redetermine Taxes

CR100

11-20

1-7

Check whether the billing type F2 Invoice has the following entries: Field Name or Data Type

Values

Number Range Interval

01

Cancel. No. Range Intvl.

01

Item Increment

10

Partner DP in Header

Billing Document

Header Text DP Action Profile

Standard CRM

Pricing Procedure

Standard CRM

Do Not Transfer

not selected

Relevant to Stat.

selected

IMG: SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Types Select F2 Invoice and choose Details. 1-8

Create a new order ZSAL Sales Process with your customer ##Turner and product HT-1000 (1 piece). Save your order. CRM: SAP Easy Access Menu → Sales → Maintain Sales Orders Choose Create Transaction and choose Sales → Sales Process. Enter the data for the order given in the statement and save the order. 1-8-1 Check whether your created order was transferred to SAP R/3. Open the order you just created and go to the Status tab. You should see the distribution status C Successfully distributed. 1-8-2 Go to the OLTP system and deliver your order. R/3 system: SAP Easy Access Menu → Logistics → Sales and Distribution → Sales → Order → Display Enter the order number of order you just created and choose Sales Document → Deliver. Save the delivery and note the delivery number. 1-8-3 Can you find an entry for your process in the billing due list after carrying out the delivery? If not, why? CRM: SAP Easy Access Menu → Billing → Maintain Billing Due List Choose Display Billing Due List. There is no entry for your process because goods issue has not been posted yet.

© SAP AG

CR100

11-21

1-8-4 Check the document flow and item status for your order in CRM. CRM: SAP Easy Access Menu → Sales → Maintain Sales Orders Open your order and go to the document flow. Beside the replicated document (sales order in SAP R/3), you will find an entry for document type LIKP (which is the delivery document). Go to the Status tab on item level. Within the system status, you will find completed, for billing and delivered. 1-8-5 Carry out picking and posting goods issue in the OLTP system for your process. SAP R/3 system: SAP Easy Access Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Change → Single Document Enter your outbound delivery number, confirm your entry by choosing Enter and choose Subsequent Functions → Create Transfer Order. Click in the Foreground/background background field. In the Adopt pick. quantity field, select parameter 2 (to book goods issue immediately). 1-8-6 Open the billing due list billing again and check again if you can find your process within this list. CRM: SAP Easy Access Menu → Billing → Maintain Billing Due List Now there will be an entry with your delivery number. 1-8-7 Create a billing document for your sales process. In the Billing Due List, select your entry and choose Individual Billing. Save the invoice. 1-8-8 Will the invoice be transferred to SAP R/3 (FI)? Yes, because the Do not Transfer option is not selected in billing type F2. CRM: SAP Easy Access Menu → Billing → Maintain Billing Documents Go to the created billing document and choose Display Document flow. Within the document flow, you can go to the created Accounting documents.

© SAP AG

CR100

11-22

SAP.crm.Overview

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