Tcrm20 en Col95 Fv Part a4 Part1

TCRM20 CRM – Fundamentals II SAP CRM

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Participant Handbook Part 1/2 Course Version: 95 Course Duration: 10 Days Material Number: 50099813

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

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

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© 2010 SAP AG. All rights reserved.

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Contents Course Overview .......................................................... ix Course Goals ........................................................... ix Course Objectives ..................................................... ix

Unit 1: Introduction........................................................ 1 SAP CRM Introduction / Wrap up of TCRM10 ......................2

Unit 2: Transaction Processing....................................... 19 Structure of Transactions ............................................ 20 Transaction Types Item Categories and Item Category Determination ...................................................... 26 Basic Functions in Business Transactions ........................ 74

Unit 3: Activity Management ......................................... 103 Overview of Activity Management .................................104 Customizing Activities and Special Activity Functions .......... 110

Unit 4: Partner Processing ........................................... 137 Overview of Partner Processing ...................................138 Customizing Partner Processing...................................144

Unit 5: Actions........................................................... 169 Action Processing....................................................170

Unit 6: CRM Pricing .................................................... 203 Overview of Pricing ..................................................204 Condition Maintenance and Pricing Functions ...................216

Unit 7: CRM Billing ..................................................... 243 Overview of CRM Billing ............................................244 Customizing CRM Billing............................................254

Unit 8: Introduction to CRM Middleware .......................... 277 Architecture Overview ...............................................278

Unit 9: Data Exchange with ERP Backend ........................ 299 Introduction ...........................................................300 Customizing Synchronization ......................................308

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Download from ECC to CRM.......................................332 Upload from CRM to ECC ..........................................365

Unit 10: CRM Middleware Operations .............................. 383 CRM Middleware: Monitoring ......................................384 Error Handling ........................................................404 Data Integrity Manager & Requests ...............................409 Troubleshooting Initial Load from ECC to CRM..................421 Troubleshooting Delta Load from ECC to CRM..................430 Troubleshooting Load from CRM to ECC.........................435

Unit 11: Data Exchange with 3rd Party Backend ................ 449 External Interface Adapter (XIF) ...................................450

Unit 12: BW (BI) Adapter Overview ................................. 467 Overview of the BI (Business Intelligence) Adapter .............468

Unit 13: Groupware Adapter Overview ............................ 483 Overview of the Groupware Adapter ..............................484

Unit 14: Introduction to CRM WebClient UI ....................... 493 Basic UI Elements and Features...................................494 Personalization .......................................................530

Unit 15: Business Roles............................................... 551 Business Role Overview ............................................552 Central Sharing Tool .................................................584 Business Role & Authorization Concept ..........................600

Unit 16: Navigation Bar ................................................ 605 Navigation Bar Customizing ........................................606 Transaction Launcher Customizing................................623

Unit 17: Architecture ................................................... 637 UI Components.......................................................638 Generic Interaction Layer and Business Object Layer ..........652

Unit 18: UI Configuration.............................................. 669 UI Configuration Tool ................................................670 Design Layer .........................................................697 Fact Sheet ............................................................712

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Contents

Unit 19: Extensibility Tools ........................................... 731 Application Enhancement Tool .....................................732 Rapid Applications and Mash-Ups.................................757 Easy Enhancement Workbench ...................................788

Unit 20: Component Enhancement Concept ..................... 809 Component Enhancement Concept ...............................810 Examples of Component Enhancements .........................826

Unit 21: Skins and Icons .............................................. 865 Skin and Icon Configuration ........................................866

Unit 22: Case Study .................................................... 895 Case Study ...........................................................896

Index ....................................................................... 977

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Course Overview The course introduces basic customizing settings for business transactions, introduces the CRM Middleware, the CRM WebClient UI and concludes with a Case Study. A certification test can take place afterwards.

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

Solution Consultants and project team members responsible implementing Customer Relationship Management with SAP CRM.

Course Prerequisites Required Knowledge • •

Basic business knowledge of CRM processes and CRM concepts TCRM10 CRM Fundamentals I

Recommended Knowledge •

Knowledge of SAP ERP Sales and Distribution business processes (e.g. course SCM600 or certification in SCM Order Fulfillment).

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

perform basic customizing of business transactions customize basic functions relevant for transaction processing understand the concept and main functions of the CRM Middleware explain the CRM WebClient UI and perform different steps in UI configuration do a Case Study to review/test the your knowledge

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

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Use the basic knowledge a CRM Solution Consultant requires for all consultant profiles


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Course Overview

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Unit 1 Introduction Unit Overview Unit Objectives After completing this unit, you will be able to: • • •

Describe the SAP CRM Application Know how to access the CRM WebClient UI Understand WebClient UI personalizing options

Unit Contents Lesson: SAP CRM Introduction / Wrap up of TCRM10.......................2 Exercise 1: Logon and Personalization................................... 11

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Lesson: SAP CRM Introduction / Wrap up of TCRM10 Lesson Overview This lesson is intended to shortly wrap up the content of the course TCRM10.

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

Describe the SAP CRM Application Know how to access the CRM WebClient UI Understand WebClient UI personalizing options

Business Example You want to get a quick overview of the SAP CRM solution.

Figure 1: The SAP CRM solution

SAP CRM provides companies with a complete CRM solution that covers the breadth of Marketing, Sales, Service and Analytics.

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Lesson: SAP CRM Introduction / Wrap up of TCRM10

Main interaction channels are: • • • •

Channel Partners or Partner Channel Management which enables indirect sales Mobile for field and mobile workers Interaction Center for call center employees Web Channel enabling the customer self-service channel

SAP CRM provides • • • •

Simplified and unified experience for the end-user to drive user adoption Comprehensive functionality supporting end-to-end business processes across industries Flexible deployment options that deliver CRM without Compromise; your choice of on-demand, on-premise, or hybrid Extensible, service-enabled CRM that enables business process innovation and differentiation through flexible and open integration points

Figure 2: CRM WebClient UI vs SAP GUI

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As of SAP CRM 2006s, the SAP GUI interface should only be used for administrative purposes. Examples are the following: • • • • • • •

System administration Customizing ABAP Workbench activities/ custom developments SAP Business Workflow User maintenance/ Role administration System monitoring Middleware (Settings/Monitoring)

The SAP GUI is used frequently during this course because the aim is to make the participants familiar with the basic settings of SAP CRM.

Figure 3: Main Screen Areas of the CRM WebClient UI

The main areas a user can see on the screen are: • • •

The Header Area The Navigation area The Work Area

The L-Shape always stays fix, so the user always has access to common functionalities and never gets lost. The Work Area changes its content based on the navigation or functions a user executes.

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Figure 4: Main CRM WebClient UI Screen Elements

The L-Shape is a fix point for the user as it never really changes or goes away from the screen no matter what the user does. The main part on the left hand side consists of navigation possibilities to easily access all information or functionality within the current role. The upper part provides generic functionality normally available for all users. Corporate branding can generally be applied to all areas via the Cascading Style Sheets (css files), while the upper area is often used to place corporate images or color schemes.

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Figure 5: End User Personalization

Allowing the user to tailor the final application to a large extend to his/her own needs was a main focus for the CRM Web Client user interface. Standard personalization options everyone can find in the internet have been kind of a template for the personalization options available.

Figure 6: Business Partner in the Application

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Corporate Accounts are Business Partners of the category Organization. A Corporate Account can have different Business Partner roles like “Sold-to-Party”, “Prospect”, “Competitor”, etc. It is possible that an Account has different roles (e. g. “Sold-to-Party” and “Competitor”) at once. Corporate Accounts are typically used in B2B-Scenarios. Individual Accounts are Business Partners of the category Person. Individual Accounts can also have different roles. In principle an Individual Account can also be a Contact Person for another Corporate Account. Individual Accounts are typically used in B2C-Scenarios. Groups are Business Partners of the category Group. Groups are very similar to Corporate Accounts and can be used for different purposes (e. g. married couple). Contact Persons are Business Partners of the category Person with contact person relationship to an Corporate Account. One Contact person can have multiple contact person relationships to different Accounts. Employees are Business Partners of the category Person with the BP role “Employee”, usually assigned to an internal Organization.

Figure 7: CRM Product Master

Products are goods which are the object of a company's business activities. Products can be tangible, such as a PC, or intangible, such as services like PC maintenance. The product master provides you with all information on the products that your company purchases and sells. It is the central source from which product-specific data can be retrieved.

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Product information is used in marketing, sales, and service processes. The product master functionality is integrated into various business roles and therefore provides all functionality you require for working with products within the relevant business context.

Figure 8: Organizational Management

Organizational objects are objects used for modelling 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: •

•

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Organizational units: They are used to form the basis of an organizational plan. Organizational units are functional units of a company. Depending on how a company is organized, these can be, for example, departments, groups or project teams. Positions: They 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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Figure 9: Organizational Management Settings

Figure 10: Business Role Assignment

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Exercise 1: Logon and Personalization Exercise Objectives After completing this exercise, you will be able to: • Log on to the SAP CRM system using SAP GUI • Log on to the CRM WebClient UI

Business Example You want to familiarize yourself with two different user interfaces. You want to become familiar with the SAP GUI as the “administrator” and the CRM WebClient UI as the “user”. Logon and Personalization You make some personalized settings in the WebClient UI. Note: In this and all subsequent exercises, replace the generic placeholder ## with your individual group number.

Task 1: Log on to the CRM system. 1.

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu as we will be using it frequently during this course.

2.

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Insert transaction and enter WUI.

3.

Use the user name that you used earlier to log on to the CRM WebClient UI and choose the Sales Professional business role.

Task 2: Personalize some of the relevant settings for the WebClient UI. 1.

Personalize the Layout of the CRM WebClient UI. Choose the Signature Design skin.

2.

Personalize the Create entries in the navigation bar by removing the entries E-Mail, Lead and Opportunity.

3.

Observe the options in the Personalize Settings section and change some settings. Continued on next page

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Enable the configuration mode, keys in dropdown lists and the preview of new messages above the message bar.

Task 3: Familiarize yourself with the WebClient UI application Quotation. This task focuses on the methods for using and personalizing a WebClient UI application rather than the actual content of the application. 1.

Search for open quotations for your customer Media Store.

2.

Optional: Personalize the result list and include the Sales Group to the list of displayed fields. Hint: Observe the option to create different layouts for this table view. This feature is new with EhP1 for SAP CRM 7.0.

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3.

Optional: Save the search pattern and name it ##QSearch.

4.

Display the details of a quotation. On header level include the assignment block Attachments to the list of directly displayed assignment blocks. On item level include the Notes assignment block in the same way.


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Solution 1: Logon and Personalization Task 1: Log on to the CRM system. 1.

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu as we will be using it frequently during this course. a)

Choose the menu (not the Easy Access menu) Favorites → Insert Transaction. Transaction code: SPRO. Choose Continue (ENTER).

2.

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Insert transaction and enter WUI. a)

Choose the menu Favorites → Insert transaction Transaction code: WUI Choose Continue (ENTER).

3.

Use the user name that you used earlier to log on to the CRM WebClient UI and choose the Sales Professional business role. a)

Double-click CRM WebClient in your favorites. Enter the relevant data (user/password/language). Choose Sales Professional in the selection screen that is displayed.

Task 2: Personalize some of the relevant settings for the WebClient UI. 1.

Personalize the Layout of the CRM WebClient UI. Choose the Signature Design skin. a)

After logging on to the WebClient UI, choose Personalize. Choose Personalize Layout Skin: Signature Design Choose Save.

Continued on next page

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Personalize the Create entries in the navigation bar by removing the entries E-Mail, Lead and Opportunity. a)

After logging on to the WebClient UI, choose Personalize. Choose Personalize Navigation Bar. Select E-Mail, Lead and Opportunity then move these entries from Displayed Links to Available Links. Choose Save.

3.

Observe the options in the Personalize Settings section and change some settings. Enable the configuration mode, keys in dropdown lists and the preview of new messages above the message bar. a)

On the personalization page choose Personalize Settings. Flag the following three indicators: Show keys in dropdown lists Enable configuration mode Preview of new messages above message bar. Choose Save.

Task 3: Familiarize yourself with the WebClient UI application Quotation. This task focuses on the methods for using and personalizing a WebClient UI application rather than the actual content of the application. 1.

Search for open quotations for your customer Media Store. a)

Choose Sales Cycle → Search → Quotations Sold-To Party: Media Store Status: Open Hint: Use the dropdown list to change the search attributes. You should find at least one quotation (ID 5001781).


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2.

Optional: Personalize the result list and include the Sales Group to the list of displayed fields. Hint: Observe the option to create different layouts for this table view. This feature is new with EhP1 for SAP CRM 7.0. a)

Choose the Personalize icon (pencil) in the result list area. Move the field Sales Group from the Available Columns to the Displayed Columns using the appropriate arrow button. Save your changes.

3.

Optional: Save the search pattern and name it ##QSearch. a)

Save Search As: ##QSearch Choose Save.

4.

Display the details of a quotation. On header level include the assignment block Attachments to the list of directly displayed assignment blocks. On item level include the Notes assignment block in the same way. a)

Use the hyperlink Quotation ID to navigate to the quotation details. Use the Personalize icon (pencil) to change the appearance of the quotation header data. Move the assignment block Attachments to the list of displayed assignment blocks and check the flag Display Expanded. Choose Save. In the Items assignment block use the hyperlink Item No. 10 to navigate to the quotation item details. Move the assignment block Notes to the list of displayed assignment blocks and optionally check the flag Display Expanded. Choose Save.

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Lesson Summary You should now be able to: • Describe the SAP CRM Application • Know how to access the CRM WebClient UI • Understand WebClient UI personalizing options

Related Information

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Unit Summary

Unit Summary You should now be able to: • Describe the SAP CRM Application • Know how to access the CRM WebClient UI • Understand WebClient UI personalizing options

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Unit Summary

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Unit 2 Transaction Processing Unit Overview Unit Objectives After completing this unit, you will be able to: • • • • • • •

Give examples of the different CRM business transactions Describe the structure of business transactions Explain and create transaction types Create a customer specific transaction type Explain the concept of item categories Describe copying control and related customizing settings. Configure the basic functions of business transactions

Unit Contents Lesson: Structure of Transactions ............................................. 20 Exercise 2: Business Transactions ....................................... 23 Lesson: Transaction Types Item Categories and Item Category Determination..................................................................... 26 Exercise 3: Transactions and Related Customizing – Sales .......... 37 Exercise 4: Transactions and Related Customizing – Service (Optional) ..................................................................... 49 Exercise 5: Implementing and Testing Copying Control – Sales ...... 61 Exercise 6: Implementing and Testing Copying Control – Service (Optional) ..................................................................... 67 Lesson: Basic Functions in Business Transactions ......................... 74 Exercise 7: Text Determination – Sales .................................. 83 Exercise 8: Text Determination – Service (Optional) ................... 87 Exercise 9: Incompleteness - Sales ...................................... 91 Exercise 10: Incompleteness – Service (Optional) ..................... 97

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Unit 2: Transaction Processing

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Lesson: Structure of Transactions Lesson Overview This lesson introduces the concept of a business transaction and explains its structure.

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

Give examples of the different CRM business transactions Describe the structure of business transactions

Business Example Transactions are a flexible means to control and manage processes according to your company's requirements. You need to be familiar with the structure of transactions.

Figure 11: Business Processes in SAP CRM

A business transaction provides business structures and functions that can be used in the various processes of a company, for example, in sales, marketing or service. The same interface and processing concepts are used for all business transactions. The various components of business transactions can be used repeatedly. You can enter items from different business contexts in one transaction. For example, you can enter a service, a service part and sales item in a service order.

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Lesson: Structure of Transactions

CRM offers many different types of business transactions. Usually a business user will only be able to work with a limited number of types of transactions.

Figure 12: CRM WebClient UI - Example of a CRM Business Transaction

This figure shows a standard SAP CRM In-House Repair order, one of several different business transactions available with SAP CRM. Independent of the type of business transaction, the look and feel is always similar. With so called Item Actions a user can navigate into the Edit mode of item details When in Display mode, a user can use the item number hyperlink to navigate to the item details (in display mode).

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Figure 13: General Structure of Transactions

A business transaction represents a business interaction with a business partner. The structure of a business transaction depends on the leading business transaction category (for example, contact, opportunity, sales, service). Tasks usually only have a header level. Leads, Opportunities, Sales and service transactions usually have a header and item level. Depending on the business context, it is mandatory to include at least one product into the transaction. For example, a sales order or a service contract usually contain at least one line item (product). Sales transactions have an additional schedule line level (delivery quantities and delivery dates, possibly after an ATP check).

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Exercise 2: Business Transactions Exercise Objectives After completing this exercise, you will be able to: • understand the basic principle of CRM business transactions

Business Example You would like to understand some basic principles of CRM business transactions.

Task: Please answer the following questions. 1.

CRM business transactions always contain at least one product. Determine whether this statement is true or false.

□ □ 2.

True False

Which of the following business transactions can be created within SAP CRM? Choose the correct answer(s).

□ □ □ □ □

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A B C D E

Sales Order Purchase Order Service Request Delivery Problem


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Solution 2: Business Transactions Task: Please answer the following questions. 1.

CRM business transactions always contain at least one product. Answer: False There are a number of business transactions that do not need product information. Tasks, E-Mail activities, Leads or Opportunities can be used without entering products.

2.

Which of the following business transactions can be created within SAP CRM? Answer: A, C, E Purchase Order and Delivery documents can be created in SAP ERP. Service Request and Problem are business transaction that have been introduced with SAP CRM 7.0 (IT Service Desk scenario).

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Lesson Summary You should now be able to: • Give examples of the different CRM business transactions • Describe the structure of business transactions

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Lesson: Transaction Types Item Categories and Item Category Determination Lesson Overview This lesson introduces the basic customizing of transaction types.

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

Explain and create transaction types Create a customer specific transaction type Explain the concept of item categories Describe copying control and related customizing settings.

Business Example Transactions are a flexible means to control and manage processes according to your company's requirements. You need to be familiar with the various types of transactions.

Figure 14: Transaction Types

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Lesson: Transaction Types Item Categories and Item Category Determination

A transaction type defines the attributes and characteristics of a business transaction (for example, sales order, service request, lead or appointment) and the controlling attributes. A transaction type controls how a specific business transaction is processed. Transaction types contain “generic ” settings like number ranges, different profiles and procedures. Depending on the leading transaction category, specific settings can be applied to transaction type on a lower level.

Figure 15: Business Transaction Customizing: Header

A business transaction can be assigned to one or more business transaction categories, depending on what the leading business transaction category is. Assigned business transaction categories allow detailed control of the transaction. Only specific combinations of business transaction categories are possible. Examples: The transaction category SRVO (Service Transaction) has the leading business transaction category Service Process and the three assigned business transaction categories Business Activity, Sales and Service Process The transaction category LEAD (Lead) has the leading business transaction category Lead and one assigned business transaction category Lead. The transaction category TA (Standard Order) has the leading business transaction category Sales and two assigned business transaction categories Business Activity and Sales.

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Assign blocking reasons: You can use blocking reasons to block a business partner against the entry of certain business transactions. When the block applies to the transaction category, you cannot enter any business transactions for the blocked business partner. Permitted Channels for transaction types: Once you have assigned transaction types to particular channels, only these transaction types are available for selection in the input help of each corresponding channel.

Figure 16: Item Categories

An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed. First, you assign the item category to an item object type. The item object type defines the business context in which an item category is used. Like transaction types, an item category is assigned to one or more business transaction categories. Item categories contain “generic ” settings, for example different profiles and procedures which are related to basic transaction functions. Depending on the leading item category (object type), specific settings can be applied to item categories on a lower level.

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Figure 17: Business Transaction Customizing: Item

First you define the general settings (the attributes that are the same for every type of item category): Item object type; partner determination procedure; status profile; ATP profile; action profile; date profile; BOM explosion and configuration data. Next you define the business context in which the item category is used. Settings differ depending on the assigned business transaction category. For example, billing reference is defined under Sales and confirmation relevance under Service Process. The item category SRVP (service product item) is assigned the two business transaction categories Sales and Service Process. The item category OPPT (opportunity item) is assigned the business transaction category Opportunity. Activities do not usually have items. Customizing of item categories and item category determination is not necessary in this case. Exception: Contact reports/activity reports.

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Figure 18: Customizing: Item Category Determination

You can define per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. The Item Category Group field of the product master is dependent and independent of the organizational data (the Distribution Chain is dependent and the Details are independent). The procedure for item category determination should be set up in the same way as in the SAP ERP system, especially when there are transactions that will be replicated. Otherwise, problems may occur during the upload to the ERP system. Other user-defined item categories and their corresponding determination procedures must be set up manually. It is not possible to download Customizing from ERP. In some situations (“complaints”), the item category determination is derived from the action definitions. Examples for item category determination: • •

•

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A sales item (NORM) in a standard sales order (TA) results in item category TAN. A sales item (NORM) in a standard sales order (TA) that belongs to a higher-level item of item category TAN results in item category TANN once free goods determination takes place (item category usage is FREE). A service product item (SRVP) in a standard service order (SRVO) results in item category SRVP.


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Figure 19: Examples of Item Category Determination

The figure illustrates some normal examples for item category determination. •

•

Quotation processing with two items. A quote is made for a stock material (item category group sales item = NORM) and a configurable product (item category group configuration above = 0002). Due to the different products (item category groups), the system determines two different item categories (AGN and AGC). Service order processing with two items. A quote is made for a service (item category group service product = SRVP) and a corresponding [subitem] sales item (item category group sales item = NORM). The system determines item categories SRVP and SRVS. Alternatively, there could also be a corresponding service part item (item category group service material = SRVM). In this situation, the system would have determined the item category SRVM

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Service order with billing plan. A service product is entered (item category group service product = SRVP). Additional billing plan subitems are generated by the item category usage (service billing plan = SERV). The system determines the main item category SCN and billing plan items with item category FAPF.


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Figure 20: Copying Business Transactions

To save time creating transactions, you can copy an existing transaction and use this as the basis for a new transaction. You can choose whether you want to connect both transactions using the transaction history (Creating a Follow-Up Transaction) so that, for example, you can view the transaction history of a business transaction at any time, or whether you just want to make a simple copy without updating the transaction history. The processing of follow-up transactions requires several settings in copy control Customizing: Copy control for transaction types. Copy control for item categories. Determination of the item category during the copy (optional). You must also ensure that settings have been made for the target transaction (for example, item category determination). When you copy transactions, the system produces a copy and displays it for processing. When the copied transaction is saved, the document flow is not updated; in other words, the copied transaction has no connection to the original transaction. Customers can adjust the conditions of the copy control according to their individual requirements. You have the option of writing your own data transfer routines using BAdI (business add-in) methods. You can use the BAdI CRM_COPY_BADI to create copy routines.

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Figure 21: Transaction History/Document Flow in Transactions

The transaction history is updated when follow-up transactions are processed. You can navigate from the transaction history to linked business transactions. In some cases (for example, Delivery), you can use the transaction history to navigate to a connected ERP system. However, this requires use of SAP Internet Transaction Server (ITS). The Transaction History is also available on item level. The transaction analyzer displays transaction flows for processes. This allows you to keep things in perspective when there are many transactions in one process. It displays a chain of linked transactions hierarchically, increasing the transparency of the fundamental business process. Before you can use the transaction analyzer make sure that corresponding customizing settings are sufficient. Default settings are provided by SAP. In Customizing choose Customer Relationship Management → Transactions → Basic Settings → Define Analysis Views .

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Figure 22: Customizing: Copying Control

Copy control is required to process follow-up transactions. Copy control is mandatory for item categories if you want to copy products (items) to a follow-up document. Creating a service order which will automatically be assigned to a service contract (using Contract Determination) requires copying control for item categories only. The definition of item category determination when copying is optional and can be used if item category determination is not required in the target transaction. Copy control can be maintained in Customizing: SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions.

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Figure 23: Subsequent Referencing

When you create an activity and then see that it should have been created as a follow-up transaction to an existing case, you can subsequently link this activity to an existing transaction. You can subsequently link follow-up transactions from header to header. It is not possible to subsequently link from item to item. When you subsequently link follow-up transactions, the document flow is updated automatically. When you delete a link, the document flow is updated accordingly when you save the transaction. To enable subsequent referencing, you have to create an object relationship profile in Customizing and assign it to a transaction type. SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Define Object Relationship Profile

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Exercise 3: Transactions and Related Customizing – Sales Exercise Objectives After completing this exercise, you will be able to: • Create and analyze a transaction • Create a transaction type • Describe and perform item category determination for a transaction type

Business Example You want to use a new transaction type for your trade fair business in the Sales area. You therefore copy and adjust an existing transaction type in the Implementation Guide (IMG). Before you create a transaction type, you want to understand the application and where to find the data. Optional Exercises (Service): You want to set up a new transaction type for service transactions in the Service area.

Task 1: To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system. Hint: Use Business Role Sales Professional. 1.

Create a quotation of the type Quotation ERP for the sold-to party ##Megastore. Use First Quotation ## for the external reference. Note: Before you choose Quotation ERP (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types.


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2.

Which transaction type (technical key) represents this transaction?

3.

Which statuses are available in the quotation after you enter the sold-to party?

4.

Enter the product with the number HT-1010 and a quantity of 10 PC in the item list. Which item category is determined by the system? Hint: If you set the central personalization option Show keys in dropdown lists, (Personalize → Personalize Settings), you can display the technical key of the item category.

5.

Save the transaction and note the number. ___________________


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Task 2: If applicable, call the last sales transaction you saved and analyze the item category that was determined and also how it was determined. 1.

Where in Customizing are the detailed settings for the transaction type that is used?

2.

Where in Customizing are the detailed settings for the item category that was determined?

3.

Check whether this item category contains a date profile. What Billing Relevance indicator does this item category have?

4.

In Customizing, analyze the item category determination. 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. ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________


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What other factors can influence the determination of an item category? Name a suitable example.

Task 3: You want to create the new sales transaction type ZA## (##Quotation) in Customizing. Create it as a copy of existing transaction type AG and make some minor changes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 1.

Search for the existing transaction type AG.

2.

Select the line and choose Copy as….

3.

Enter the abbreviation ZA## and the description ##Quotation (short and long text (Description)).

4.

Confirm the dialog box (number of dependent entries copied) with ENTER.

5.

Assign the organizational data profile ZTACADEMY to this transaction type.

6.

Choose Save.

Task 4: In order to use the new transaction type, you must maintain item category determination. If you are entering a sales item (NORM), use the standard SAP item category for the quotation item rather than your own item category. 1.

Set up item category determination in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

2.

Search (using Position) for transaction type AG and item category group NORM (Standard Item). Select the line and choose Copy as….

3.

Replace transaction type AG with the new transaction type ZA##. Continued on next page

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4.

Save your entries.

Task 5: Test your new transaction type by creating a new quotation of type ##Quotation. Hint: You have to log off first from the Web Client UI and then log on again to test your new transaction. 1.

Enter sold-to party ##Decot and a product with short text ##Screen and quantity 1. Search for the product id using the input help (description = ##Screen). Save the transaction and note the number. ___________________

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Solution 3: Transactions and Related Customizing – Sales Task 1: To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system. Hint: Use Business Role Sales Professional. 1.

Create a quotation of the type Quotation ERP for the sold-to party ##Megastore. Use First Quotation ## for the external reference. Note: Before you choose Quotation ERP (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types. a)

Choose Sales Cycle. Choose Create → Quotation. Choose Personalize (

) in the dialog box that is displayed.

Select Transaction Type and move ( columns.

) the field to the displayed

Choose Save. Choose Quotation ERP. Sold-To Party: ##Megastore. External Reference: First quotation ##. 2.

Which transaction type (technical key) represents this transaction? Answer: AG.

3.

Which statuses are available in the quotation after you enter the sold-to party? Answer: Available statuses: Open, In Process, Released and Completed.

4.

Enter the product with the number HT-1010 and a quantity of 10 PC in the item list.


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Which item category is determined by the system? Hint: If you set the central personalization option Show keys in dropdown lists, (Personalize → Personalize Settings), you can display the technical key of the item category. a)

Product ID: HT-1010 Quantity: 10 You can display the item category in the Items assignment block by using the Personalization function.

b) 5.

The system determines the item category Quotation Item (AGN).

Save the transaction and note the number. ___________________ a)

Choose Save.

Task 2: If applicable, call the last sales transaction you saved and analyze the item category that was determined and also how it was determined. 1.

Where in Customizing are the detailed settings for the transaction type that is used? Answer: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG . SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

2.

Where in Customizing are the detailed settings for the item category that was determined? Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories

3.

Check whether this item category contains a date profile.


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What Billing Relevance indicator does this item category have? a)

Check whether this item category contains a date profile. Select entry AGN and click the Details (

) icon.

The item category does not contain a date profile. b)

What Billing Relevance indicator does this item category have? In the dialog structure, double-click Assignment of Business Transaction Categories. Select the Sales transaction category and double-click Customizing Item in the dialog structure. The item category is not relevant for billing.

4.

In Customizing, analyze the item category determination. 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. ____________________________________________________ ____________________________________________________ ____________________________________________________


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____________________________________________________ a) Note: • • • • •

In the CRM Web UI go to the product master to determine the relevant item category group. Choose Sales Operations Choose Search → Products. Product ID: HT-1010 Choose the Product Details assignment block. Item Category Group: NORM (Standard Item).

In this case, the item category is determined with the influencing factors Transaction Type (AG) and Item Category Group (Standard Item = NORM). SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Choose Position..., enter the above data in the dialog box, and confirm with ENTER. The system displays the corresponding entry in the table. Select the entry and choose Details (

) icon.

The item category AGN is used as the default value. In this case you cannot use an alternative item category. 5.

What other factors can influence the determination of an item category? Name a suitable example. Answer: As well as the transaction type and the item category group, the usage and a higher-level item category can be used to influence the item category determination. For example, in standard sales orders (TA), the automatic free goods discount determination uses the usage FREE (free goods discount). In addition, the free goods discount item refers to a higher-level item of the TAN category. If a Standard item (NORM) is recorded in the sales order and a free goods discount is found, the standard system determines a (main) item with item category TAN and a free goods discount item with the item category TANN. Other examples included structured products and complaint transactions.


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Task 3: You want to create the new sales transaction type ZA## (##Quotation) in Customizing. Create it as a copy of existing transaction type AG and make some minor changes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 1.

Search for the existing transaction type AG. a)

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG . SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

2.

Select the line and choose Copy as…. a)

3.

Select the button before the line and then the icon.

Enter the abbreviation ZA## and the description ##Quotation (short and long text (Description)). a) Note: It is important that you change both the short and long texts (Description) to ##Quotation.

4.

Confirm the dialog box (number of dependent entries copied) with ENTER. a)

Choose Continue. Note: •

•

If you are logged on in a language other than the course language, you should translate the entry you just created into the course language. Select Goto → Translation and then the course language. Enter a text that contains your group number.


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5.

Assign the organizational data profile ZTACADEMY to this transaction type. a)

If you are no longer in the detailed view of the transaction type, select transaction type ZA## and choose Details ( ). In the Org. Data Prof. field, enter the value ZTACADEMY.

6.

Choose Save. a)

Choose Save.

Task 4: In order to use the new transaction type, you must maintain item category determination. If you are entering a sales item (NORM), use the standard SAP item category for the quotation item rather than your own item category. 1.

Set up item category determination in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination a)

2.

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

Search (using Position) for transaction type AG and item category group NORM (Standard Item). Select the line and choose Copy as…. a)

Choose Position... Transaction Type: AG Item Cat. Group: NORM Choose ENTER. Select the row and choose Copy As...(

3.

).

Replace transaction type AG with the new transaction type ZA##. a)

Transaction Type: ZA##. Choose ENTER.

4.

Save your entries. a)

Choose Save.


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Task 5: Test your new transaction type by creating a new quotation of type ##Quotation. Hint: You have to log off first from the Web Client UI and then log on again to test your new transaction. 1.

Enter sold-to party ##Decot and a product with short text ##Screen and quantity 1. Search for the product id using the input help (description = ##Screen). Save the transaction and note the number. ___________________ a)

Choose Sales Cycle. Choose Create → Quotation. Choose ##Quotation. Enter the data above and save the quotation.

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Exercise 4: Transactions and Related Customizing – Service (Optional) Exercise Objectives After completing this exercise, you will be able to: • Create and analyze a transaction • Create a transaction type • Describe and perform item category determination for a transaction type

Business Example You want to set up a new transaction type for service transactions in the Service area.

Task 1: To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system. Hint: Use Business Role Service Professional 1.

Create a service order of the type Service Process and enter the Sold-to party ##Megastore. Use First Service Order ## as the description. Note: Before you choose Service Process (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types.


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2.

Which transaction type (technical key) represents this transaction?

3.

In the item details (assignment block Items), enter product number SRV1_4 in the Product ID field with a quantity of 2. Which item category is determined by the system? If you set the central personalization option Show keys in dropdown lists, (Personalize → Personalize Settings), you can display the technical key of the item category.

4.

Save the transaction and note the number. ___________________


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Task 2: If applicable, call the last service transaction you saved and analyze the item category that was determined and also how it was determined. 1.

Where in Customizing are the detailed settings for the transaction type that is used?

2.

Where in Customizing are the detailed settings for the item category that was determined?

3.

Check whether this item category contains a date profile in Customizing. Is the Relevant for resource planning indicator set for the item category? What Billing Relevance indicator does this item category have?

4.

In Customizing, analyze the item category determination. 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.

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________ Note: To determine the relevant item category group, call the product master again. Continued on next page

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What other factors can influence the determination of an item category? Name suitable examples.

Task 3: You would like to create a new service transaction type ZS## (##Service order) in Customizing. Create it as a copy of the existing transaction type ZES1 and make some minor changes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 1.

Search for the existing transaction type ZSE1.

2.

Select the line and choose Copy as….

3.

Enter the abbreviation ZS## and the description ##Service order (short and long text (Description)).

4.

Confirm the dialog box (number of dependent entries copied) with ENTER.

5.

Assign the partner determination procedure ZTSRVH01 and the organizational data profile ZTORGS01 (Service) to this transaction type.

6.

Choose Save.

Task 4: In order to use the new transaction type, you must maintain item category determination. If you are entering a service item (SRVO), use item category ZSRP rather than one of your own item categories. 1.

Set up item category determination in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

2.

Using Position, search for transaction type ZSE1 and item category group SRVO (service item). Select the line and choose Copy as….

3.

Replace transaction type ZSE1 with your new transaction type ZS##. Choose Enter. Continued on next page

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4.

Save your entries.

Task 5: Test your new transaction type by creating a service order of type ##Service order. 1.

Enter sold-to party ##Decot, the product with the number ##Maintenance and the quantity 1. Set the distribution lock status for this transaction. Change the status to Released. Save the transaction and note the number. ___________________

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Solution 4: Transactions and Related Customizing – Service (Optional) Task 1: To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system. Hint: Use Business Role Service Professional 1.

Create a service order of the type Service Process and enter the Sold-to party ##Megastore. Use First Service Order ## as the description. Note: Before you choose Service Process (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types. a)

Choose Service Orders. Choose Create → Service Order. Choose Personalize in the dialog box that is displayed. Select Transaction Type and move the field to the displayed columns. Choose Save. Choose Service Process. Sold-To Party:

##Megastore.

Description:

First Service Order ##

Choose a Contact Person, for example Peter ##Finger. 2.

Which transaction type (technical key) represents this transaction? Answer: ZSE1.

3.

In the item details (assignment block Items), enter product number SRV1_4 in the Product ID field with a quantity of 2. Which item category is determined by the system? If you set the central personalization option Show keys in dropdown lists, (Personalize → Personalize Settings), you can display the technical key of the item category. Answer: The system determines the item category Service w. res. plan (ZSRP). Continued on next page

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4.


Choose Save.

Task 2: If applicable, call the last service transaction you saved and analyze the item category that was determined and also how it was determined. 1.

Where in Customizing are the detailed settings for the transaction type that is used? Answer: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG . SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

2.

Where in Customizing are the detailed settings for the item category that was determined? Answer: Choose SAP Reference IMG . SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories

3.

Check whether this item category contains a date profile in Customizing. Is the Relevant for resource planning indicator set for the item category?


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What Billing Relevance indicator does this item category have? a)

Is the Confirmation Relev. indicator set for the item category? Select entry ZSRP and click on the Details icon. The item category contains the date profile SLA Data in Item (IDES). In the dialog structure, double-click Assignment of Business Transaction Categories. Select the Service Transaction transaction category and double- click Customizing Item in the dialog structure. The item category is indicated as relevant for resource planning.

b)

What Billing Relevance indicator does this item category have? In the dialog structure, double-click Assignment of Business Transaction Categories. Select the Sales transaction category and double-click Customizing Item in the dialog structure. The item category is not relevant for billing (because the confirmation item is relevant for billing in this scenario).

4.

In Customizing, analyze the item category determination. 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. ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________


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___________________________________________________________________________ Note: To determine the relevant item category group, call the product master again. a) • • • • •

In the CRM WebClient UI go to the product master to determine the relevant item category group. Choose Accounts & Products Choose Search → Products. Product ID: SRV1_4 Choose the Service Details assignment block. Section Processing Data: Item Cat. Group: SRVO (Service Item).

In this case, the item category determination is performed with the influencing factors transaction type (ZSE1) and item category group (SRVO). SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Choose Position..., enter the above data in the dialog box, and confirm with ENTER. The system displays the corresponding entry in the table. Select the entry and choose Details icon). The item category ZSRP is used as a default value. There is the option of using the alternative item category ZSNP and ZAAP. 5.

What other factors can influence the determination of an item category? Name suitable examples. Answer: As well as the transaction type and the item category group, the usage and a main item category can be used to influence the item category determination. For example, you want to differentiate between spare part items in the service transaction and those spare part items that are assigned directly to a service item. In this case, you can include the item category group of the higher-level item in the determination of the item category.


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Task 3: You would like to create a new service transaction type ZS## (##Service order) in Customizing. Create it as a copy of the existing transaction type ZES1 and make some minor changes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 1.

Search for the existing transaction type ZSE1. a)

Choose SAP Reference IMG . SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Choose Position and find ZSE1.

2.

Select the line and choose Copy as…. a)

3.

Select the button before the line and then choose Copy as...

Enter the abbreviation ZS## and the description ##Service order (short and long text (Description)). a) Hint: Do not forget to change short and long text (Description)

4.

Confirm the dialog box (number of dependent entries copied) with ENTER. a) Note: If you are logged on in a language other than the course language, you should translate the entry you just created into the course language.

5.

Assign the partner determination procedure ZTSRVH01 and the organizational data profile ZTORGS01 (Service) to this transaction type. a)

If you are no longer in detail view of the transaction type, select your transaction type ZS## and choose Details. Enter the value ZTSRVH01 in the partner determination procedure field and the value ZTORGS01 (Service) in the Org Data Prof. field.


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6.

Choose Save. a)

-

Task 4: In order to use the new transaction type, you must maintain item category determination. If you are entering a service item (SRVO), use item category ZSRP rather than one of your own item categories. 1.

Set up item category determination in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination a)

2.

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

Using Position, search for transaction type ZSE1 and item category group SRVO (service item). Select the line and choose Copy as…. a)

Choose Position... Transaction Type: ZSE1 Item Cat. Group: SRVO Choose ENTER. Select the row and choose Copy as....

3.

Replace transaction type ZSE1 with your new transaction type ZS##. Choose Enter. a)

Transaction Type: ZS## Choose ENTER.

4.

Save your entries. a)

-

Task 5: Test your new transaction type by creating a service order of type ##Service order. 1.

Enter sold-to party ##Decot, the product with the number ##Maintenance and the quantity 1. Set the distribution lock status for this transaction. Change the status to Released. Continued on next page

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Choose Service Orders. Choose Create → Service Order. Choose ##Service Order. Description:

Second Service Order ##

Sold-To Party:

##Decot

Distribution Lock

Set the indicator

Status

Released

Assignment block Items. Product ID:

##Maintenance

Quantity:

2

Choose ENTER. Save the transaction and note the number. ___________________

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Exercise 5: Implementing and Testing Copying Control – Sales Exercise Objectives After completing 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

Business Example You want to use the quotation 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.

Task: In order to use your new transaction type ZA## (##Quotation) productively (that is, in order to create follow-up transactions), you must make and check the entries that are needed for transaction types and item categories (at header and item level) in the copy control. Hint: Use Business Role Sales Professional 1.

Try to create a sales order of the type Telesales as a follow-up transaction for the ##Quotation you created in the previous exercise. Does the system allow you to do this? __________________________________________ Explain why. __________________________________________

2.

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZA## to the target transaction type TA exists. If not, add the missing entry.


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Test your settings and create a transaction of the type Telesales (TA) as a follow-up transaction for ZA## (##Quotation). Make a note of the number. Hint: It is necessary to restart the application. ___________________

4.

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Where can you find information about the transaction history?


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Solution 5: Implementing and Testing Copying Control – Sales Task: In order to use your new transaction type ZA## (##Quotation) productively (that is, in order to create follow-up transactions), you must make and check the entries that are needed for transaction types and item categories (at header and item level) in the copy control. Hint: Use Business Role Sales Professional 1.

Try to create a sales order of the type Telesales as a follow-up transaction for the ##Quotation you created in the previous exercise. Does the system allow you to do this? __________________________________________ Explain why.


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__________________________________________ a)

Does the system allow you to do this? Choose Sales Cycle. Choose Search → Quotations. Sold-To Party: ##Decot Choose Search. When the search result is displayed, choose the hyperlink to go to the quotation’s details. Choose Create Follow-Up. A dialog box is displayed. No, it is not yet possible to create a follow-up transaction of the type Telesales.

b)

Explain why. After a new transaction type has been set up, only transactions of type “Business Activity” or “Task” can be created without entries having to be made in copy control. Entries in copy control are required for all other types of follow-up transaction. Hint: In IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Activate Copying Control for Activities can be used to activate copying control for activities. Once the switch is set to On, it is only possible to create follow-up activities if copying control has been maintained.

2.

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZA## to the target transaction type TA exists.


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If not, add the missing entry. a)

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZA## to the target transaction type TA exists. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types Choose Position... Source transaction type: ZA## Choose ENTER. The system moves to a line that is alphabetically closest to the transaction type ZA##. No entry with your transaction type exists (yet).

b)

Add the missing entry. Choose New Entries. Source transaction type: ZA## Target transaction type: TA Choose ENTER and save. Note: You do not have to make any additional settings because you do not use your own item category in ##Quotation, the transaction Telesales uses the standard item category TAN, and a copy control entry AGN → TAN already exists (SAP standard).

3.

Test your settings and create a transaction of the type Telesales (TA) as a follow-up transaction for ZA## (##Quotation). Make a note of the number. Hint: It is necessary to restart the application.


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___________________ a)

Choose Sales Cycle. Choose Search → Quotations. Sold-To Party Name: ##Decot Choose Search. When the search result is displayed, choose the hyperlink to go to the quotation’s details. Choose Create Follow-Up. A dialog box is displayed. Caution: There are two pages of transaction types available. Choose Sales Order (Telesales). In the Select Items dialog box, select the item(s) that you want to transfer. Choose Choose. Choose Save and note the transaction number. ___________________

4.

Where can you find information about the transaction history? Answer: The Transaction History assignment block contains information about preceding and succeeding documents.

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Exercise 6: Implementing and Testing Copying Control – Service (Optional) Exercise Objectives After completing 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

Business Example You want to use the quotation 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.

Task: In order to use your new transaction type ZS## (##Service order) productively (that is, in order to create follow-up transactions), you must check and make the entries that are needed for transaction types and item categories (at header and item level) in copy control. Hint: Use Business Role Service Professional 1.

Try to create a service confirmation of the type Confirmation (transaction type ZSEC) as a follow-up transaction for the ##Service order you created in the previous exercise. Does the system allow you to do this? _____________________________________________________________________ Explain why. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

2.

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZS## to the target transaction type ZSEC exists. Continued on next page

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Add the missing entry. 3.

Test your settings and create a transaction of the type Confirmation as a follow-up transaction for ZS## (##Service order). Make a note of the number. ___________________

4.

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Where can you find information about the transaction history?


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Solution 6: Implementing and Testing Copying Control – Service (Optional) Task: In order to use your new transaction type ZS## (##Service order) productively (that is, in order to create follow-up transactions), you must check and make the entries that are needed for transaction types and item categories (at header and item level) in copy control. Hint: Use Business Role Service Professional 1.

Try to create a service confirmation of the type Confirmation (transaction type ZSEC) as a follow-up transaction for the ##Service order you created in the previous exercise. Does the system allow you to do this? _____________________________________________________________________ Explain why. _____________________________________________________________________ _____________________________________________________________________


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_____________________________________________________________________ a)

Choose Service Orders. Choose Search → Service Orders. Business Partner ID: Search for the ID of your customer ##Decot Choose Search. When the search result is displayed, choose the hyperlink to go to the details of your service order. Choose Create Follow-Up. A dialog box is displayed but only activities can be created as follow-up documents. No, it is not yet possible to create a follow-up transaction of the type Confirmation. Explain why. After a new transaction type has been set up, only activities can be created without entries in copy control. Hint: In IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Activate Copying Control for Activities can be used to activate copying control for activities. Once the switch is set to On, it is only possible to create follow-up activities if copying control has been maintained. Copy control entries are required for all other types of follow-up transaction.

2.

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZS## to the target transaction type ZSEC exists.


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Add the missing entry. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types Choose Position... Source transaction type: ZS## Choose ENTER. The system moves to the line that is alphabetically closest to the transaction type ZS##. No entry with your transaction type exists (yet). Add the missing entry. Choose New Entries. Source transaction type: ZS## Target transaction type: ZSEC Choose ENTER and save.

3.

Test your settings and create a transaction of the type Confirmation as a follow-up transaction for ZS## (##Service order). Make a note of the number. ___________________ a)

Choose Service Orders. Business Partner ID: ##Decot (Use F-4 Help) Choose Search. When the search result is displayed, choose the hyperlink to go to the details of your service order. Choose Create Follow-Up. A dialog box is displayed. As well as activity related transaction types , you now have the option to choose Service Confirmation → Confirmation. Choose Confirmation. In the Select Items dialog box, select the item(s) that you want to transfer. Choose Choose. Choose Save and note the transaction number. ___________________ Continued on next page

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Where can you find information about the transaction history? Answer: The Transaction History assignment block contains information about preceding transactions and follow-up transactions.

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Lesson Summary You should now be able to: • Explain and create transaction types • Create a customer specific transaction type • Explain the concept of item categories • Describe copying control and related customizing settings.

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Lesson: Basic Functions in Business Transactions Lesson Overview This lesson explains some basic functions available in business transactions.

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

Configure the basic functions of business transactions

Business Example 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 of transactions.

Figure 24: Basic Functions in Business Transactions

Other basic functions are described during this course. These include: • • •

Partner processing Action processing Pricing

The following sales-specific functions are covered in more detail by the course CR300 “CRM Sales”: • • • •

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Figure 25: Texts/Notes in Transactions

You can maintain different notes for each business transaction. The first note can usually be created in the overview area of a business transaction. You can create texts and notes for several other objects in the SAP CRM system. These include: • • • • •

Business partners Products Product catalogs Billing documents (header and item) Texts can be maintained in different languages.

Figure 26: Text Determination Procedure

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According to your business scenario, you combine a number of text types in the text determination procedure. These texts are displayed automatically in transactions or can be entered manually. Text objects and text types are defined in Customizing: SAP Implementation Guide → Customer Relationship Management → Basic Functions→ Text Management → Define Text Objects and Text Types. Text determination procedures and access sequences are also defined in Customizing: SAP Implementation Guide → Customer Relationship Management → Basic Functions→ Text Management → Define Text Determination Procedure.

Figure 27: Date Management

Date management enables you to process as many dates as you wish in a document. It is used, for example, in contracts (for example, cancellation date, run time), activities (total duration of an activity) and quotations ('valid to' date). You can, however, also use it in any other transaction types. Dates are important for the correct processing of all business transactions. In global business processes that cover several countries and time zones, it is particularly necessary to have a date management system that can convert time zones and the factory calendar in documents of business partners involved in a transaction. The component Date Management enables you to process as many dates as you require in a document. You can either enter dates yourself, or, by using date rules, have the system calculate these. In Customizing, you can define date types, durations, and date rules to meet your requirements.

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The component Date Management offers a flexible tool for defining dates and processing these in documents. It also provides the same interface for all CRM documents, as well as the same processing and controlling (Customizing) of dates. Date Management covers the following functions: •

•

You can define dates (date types) and durations to meet your requirements. That means you can name the date types and durations according to your company terminology. For every transaction at the header and/ or item level, you can define which date type you need for the transaction, that is, which item type you need. By doing this, you avoid saving unnecessary date types on the database. The same applies for durations (for example, contract run time). To assign dates and durations to an item category, you group the date types and durations you want together in a date profile and assign this to a transaction type or an item type.

•

You can calculate dates using predefined rules. In date rules, you can link whichever date types and durations you require, as well as other date rules, with each other so that you get calculation chains.

Figure 28: Date Profile

Date types are descriptions of business transaction dates, for example, start of contract, end of contract, date of signature. The duration is the period between two points in time. It consists of a numerical value and definable time unit. Date profiles, date types and date rules are defined in Customizing: SAP Implementation Guide → Customer Relationship Management → Basic Functions→ Date Management → Define Date Profile

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SAP Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Data Types, Duration Types and Date Rules

Figure 29: Status Management

System statuses: If a status profile (for the user status) is not assigned to a transaction type/item categories, system statuses are displayed in the application (in the transaction). In standard systems, some of the system statuses are not displayed in the CRM WebClient UI. The user only sees the statuses that are relevant to them. Other statuses that are required for the program flow are set but not always displayed. User statuses: If a status profile (for the user status) is assigned to a transaction type/item categories, user statuses are displayed in the application (in the transaction). SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Status Management → Change Status Profile for User Status

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Figure 30: Status Profile

User statuses are defined in a status profile. In status profiles you can do the following: • • •

Define the activation sequence of user statuses Define an initial status/start status Set a transaction status that is connected with the user status

You must assign at least one object type, such as the CRM order header, to the status profile.

Figure 31: Incompleteness Check

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You can make settings for the incompleteness check in business transactions. You can define when a business transaction in the system should be considered incomplete and what message type the system should issue 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. The report CRM_ORDER_INCOMP_CHECK can be used to select incomplete transactions. You can define the incompleteness check in Customizing. To do so, follow the Customizing path: SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check.

Figure 32: Incompleteness Check: Customizing

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 page. Assign transaction types to the incompleteness groups. In the incompleteness check, the same conditions are valid for all transaction types that are assigned the same incompleteness group.

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Assign item categories to the incompleteness groups. In the incompleteness check, the same conditions are valid for all item categories that are assigned the same incompleteness group. 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 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. However, if you create a transaction using that transaction type and business partner, the incompleteness procedure is valid only for 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.

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Exercise 7: Text Determination – Sales Exercise Objectives After completing this exercise, you will be able to: • Explain, implement and test text determination for transactions in CRM

Business Example You want to understand and create settings for the text determination for the transaction type you created in the last exercise. To do this, you analyze the existing text determination procedure and then make a number of changes in order to enter additional text data.

Task: Settings for text determination 1.

Which text determination procedure is used in transactions of the type ##Quotation (ZA##)?

2.

Take a look at the settings for this text determination procedure in Customizing. What text types are used in the underlying text determination procedure?

3.

What might be the source of the text data in the Header Note text type?

4.

Copy the text determination procedure ORDER001. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description. Also include the text type A003 (Preparation) in the text determination procedure. You can include sequence 0006 for this text type to avoid warning messages. Continued on next page

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5.

Assign the text determination procedure you created (ZTDP##) to your transaction type ZA## (##Quotation).

6.

Use the transaction type ZA## (##Quotation) to test whether the text determination procedure and the text type function correctly. Create a ##Quotation and ensure that the new text type is available in the Notes assignment block by creating a text of this type.

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Solution 7: Text Determination – Sales Task: Settings for text determination 1.

Which text determination procedure is used in transactions of the type ##Quotation (ZA##)? Answer: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types View the details of your transaction type ZA##. The transaction type uses the text determination procedure ORDER001.

2.

Take a look at the settings for this text determination procedure in Customizing. What text types are used in the underlying text determination procedure? a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure Select the text object CRM_ORDERH (Transaction Header) Double-click the Procedure entry in the structure tree. Select the entry ORDER001. Double-click the Definition of Procedure entry in the structure tree. The text types 0001 (Header Note), 1000 (Customer wishes), 0003 (Final note), 0002 (Internal note) and S001 (Problem Description) are used.

3.

What might be the source of the text data in the Header Note text type? Answer: Look at access 01 (Business partner text), which is assigned to text type 0001. In the details of the access sequence, you can see that it searches in the Correspondence text type of the business partner. If the business partner contains a text information, it can be copied to the header note of the business transaction.

4.

Copy the text determination procedure ORDER001. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description. Continued on next page

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Also include the text type A003 (Preparation) in the text determination procedure. You can include sequence 0006 for this text type to avoid warning messages. a)

Navigate to Procedure in the structure tree. Select the entry ORDER001 and choose Copy as… ( ). Text determination procedure: ZTDP## Dscrptn Proc.: ##Text determination procedure Choose ENTER: In the dialog box that appears, confirm that you want to copy all dependent entries. Select the newly created text determination procedure and choose Definition of Procedure. Also include the text type A003 (Preparation) in the text determination procedure. Select New Entries. Text Type: A003 Sequence: 0006. Hint: Confirm any warning message “Value should be numeric” using ENTER. Save your entries.

5.

Assign the text determination procedure you created (ZTDP##) to your transaction type ZA## (##Quotation). a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Change the details of your transaction type ZA##. Text determination procedure: ZTDP## Save your entries.

6.

Use the transaction type ZA## (##Quotation) to test whether the text determination procedure and the text type function correctly. Create a ##Quotation and ensure that the new text type is available in the Notes assignment block by creating a text of this type. a)

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Yes, the new text type can be used in transaction of type ##Quotation.


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Exercise 8: Text Determination – Service (Optional) Exercise Objectives After completing this exercise, you will be able to: • Explain, implement and test text determination for transactions in CRM

Business Example You want to understand and create settings for the text determination for the transaction type you created in the last exercise. To do this, you analyze the existing text determination procedure and then make a number of changes in order to enter additional text data.

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Task: Settings for text determination 1.

Which text determination procedure is used in transactions of the type ##Service Order (ZS##)?

2.

Take a look at the settings for this text determination procedure in Customizing. What text types are used in the underlying text determination procedure?

3.

Is an access sequence assigned to one of the text types used?

4.

Copy the text determination procedure SRV00002. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description. Also include the text type C003 (Recomm. Solution) in the text determination procedure.

5.

Assign the text determination procedure you created, ZTDP##, to your transaction type ZS## (##Service order).

6.

Use the transaction type ZS## (##Service order) to test whether the text determination procedure and the text type work correctly. Create a ##Service order and ensure that the new text type is in the Notes assignment block by creating a text of this type.

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Solution 8: Text Determination – Service (Optional) Task: Settings for text determination 1.

Which text determination procedure is used in transactions of the type ##Service Order (ZS##)? Answer: SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types View the details of your transaction type ZS##. The transaction type uses the text determination procedure SRV00002.

2.

Take a look at the settings for this text determination procedure in Customizing. What text types are used in the underlying text determination procedure? Answer: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure Select the text object CRM_ORDERH (Transaction Header) Double-click the Procedure entry in the structure tree. Select the entry SRV00002. Double-click the Definition of Procedure entry in the structure tree. The text types S001 (Problem Description), S002 (Internal note) and S003 (Footer text) are used.

3.

Is an access sequence assigned to one of the text types used? Answer: No, an access sequence was not assigned to any of the text types.

4.

Copy the text determination procedure SRV00002. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description.


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Also include the text type C003 (Recomm. Solution) in the text determination procedure. a)

Navigate to Procedure in the structure tree. Select the entry SRV00002 and choose Copy as…. Caution: Whenever a Warning message Value should be numeric is displayed, use ENTER to confirm these messages. Text determination procedure: ZTDP## Dscrptn Proc.: ##Text determination procedure Choose ENTER In the dialog box that appears, confirm that you want to copy all dependent entries. Select the newly created text determination procedure and choose Definition of Procedure. Also include the text type C003 (Recomm. Solution) in the text determination procedure. Choose New Entries. Text Type: C003 Sequence: 0004 Save your entries.

5.

Assign the text determination procedure you created, ZTDP##, to your transaction type ZS## (##Service order). a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Change the details of your transaction type ZS##. Text determination procedure: ZTDP## Save your entries.

6.

Use the transaction type ZS## (##Service order) to test whether the text determination procedure and the text type work correctly. Create a ##Service order and ensure that the new text type is in the Notes assignment block by creating a text of this type. a)

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Yes, the new text type can be used in transactions of type ##Service order.


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Exercise 9: Incompleteness - Sales Exercise Objectives After completing this exercise, you will be able to: • Explain, implement and test incompleteness for transactions in CRM

Business Example You want to create a new incompleteness procedure for your transaction type ZA## (##Quotation) . The transaction shall be classified as incomplete if the external reference is missing.

Task: You want to ensure that the external reference field is maintained in sales transaction ZA##. You want an error message to be displayed if no data is entered for the field. Create the incompleteness group ZG## with the description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description IC Procedure ##. 1.

Define the incompleteness group ZG##. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures

2.

Assign the incompleteness group to your transaction type ZA##.

3.

Create incompleteness procedure ZP## with the description IC Procedure ##.

4.

Enter the details for the incompleteness procedure and define the field as External Reference so that a warning is displayed if it is not filled. Save your data. Note: Use the object name SALES and the field name PO_NUMBER_SOLD. In the CRM WebClient application you can use the F2 key in order to get technical information.

5.

Create an Incompleteness Procedure Determination. Enter ZG## in the Incompleteness Group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field. Continued on next page

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See if your incompleteness procedure works properly. Create a new quotation of type ##Quotation. Is a warning message displayed?


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Solution 9: Incompleteness - Sales Task: You want to ensure that the external reference field is maintained in sales transaction ZA##. You want an error message to be displayed if no data is entered for the field. Create the incompleteness group ZG## with the description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description IC Procedure ##. 1.

Define the incompleteness group ZG##. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedure In the dialog structure, go to Incompleteness Group: Transaction/Item Choose New Entries. Create incompleteness group ZG## with the description IC Group ##. Save your entries.

2.

Assign the incompleteness group to your transaction type ZA##. a)

Assignment: TransactionType - Incompleteness Group Search for your transaction type ZA## and assign it incompleteness group ZG##.

3.

Create incompleteness procedure ZP## with the description IC Procedure ##. a)

In the dialog structure, go to Incompleteness Procedure Choose New Entries. Create incompleteness procedure ZP## with the description IC Procedure ##.


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Enter the details for the incompleteness procedure and define the field as External Reference so that a warning is displayed if it is not filled. Save your data. Note: Use the object name SALES and the field name PO_NUMBER_SOLD. In the CRM WebClient application you can use the F2 key in order to get technical information. a) Note: To see the field name, click the field, choose F1 help, and choose Technical Information. The field name is displayed in the Field Data area. In the dialog structure, go to Incompleteness Procedure: Detail, choose New Entries and enter the following: Object Name:

SALES

Field Name:

PO_NUMBER_SOLD

Relevance:

Header

Message Category:

Warning

Business Transaction:

INC1

Save your entries. 5.

Create an Incompleteness Procedure Determination. Enter ZG## in the Incompleteness Group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field. a)

In the dialog structure, go to Incompleteness Procedure: Determination, choose New Entries and enter the following: Incompleteness Group: Transact.:

ZG##

Procedure:

ZP##


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6.

See if your incompleteness procedure works properly. Create a new quotation of type ##Quotation. Is a warning message displayed? a)

Yes, a warning message is displayed if the field External Reference is not filled. Hint: In SAP GUI you can use the report CRM_ORDER_INCOMP_CHECK to select incomplete business transactions.

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Exercise 10: Incompleteness – Service (Optional) Exercise Objectives After completing this exercise, you will be able to: • Explain, implement and test incompleteness for transactions in CRM

Business Example You want to create a new incompleteness procedure for your transaction type ZS## (##Service order). The transaction shall be classified as incomplete if the external reference is missing.

Task: You want to ensure that the external reference field is maintained in service transaction ZS##. You want an error message to be displayed if no data is entered for the field. Create the incompleteness group ZG## with the description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description IC Procedure ##. 1.

Define the incompleteness group ZG##. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures

2.

Assign the incompleteness group to your transaction type ZS##.

3.

Create incompleteness procedure ZP## with the description IC Procedure ##.

4.

Enter the details for the incompleteness procedure and define the field as External Reference so that a warning is displayed if it is not filled. Save your data. Note: Use the object name SALES and the field name PO_NUMBER_SOLD. In the CRM WebClient UI application you can use the F2 key in order to get technical information.


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5.

Create a Determination incompleteness procedure. Enter ZG## in the Incompleteness Group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field.

6.

See if your incompleteness procedure works with business partner ##Decot. Create a new transaction of type ##Service order. Is a warning message displayed?


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Solution 10: Incompleteness – Service (Optional) Task: You want to ensure that the external reference field is maintained in service transaction ZS##. You want an error message to be displayed if no data is entered for the field. Create the incompleteness group ZG## with the description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description IC Procedure ##. 1.

Define the incompleteness group ZG##. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check Define Incompleteness Procedure In the dialog structure, go to Incompleteness Group: Transaction/Item Choose New Entries. Create incompleteness group ZG## with the description IC Group ##. Save your entries.

2.

Assign the incompleteness group to your transaction type ZS##. a)

Assignment: Transaction Type - Incompleteness Group Search for your transaction type ZS## and assign incompleteness group ZG## to it.

3.

Create incompleteness procedure ZP## with the description IC Procedure ##. a)

In the dialog structure, go to Incompleteness Procedure. Choose New Entries. Create incompleteness procedure ZP## with the description IC Procedure ##.


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Enter the details for the incompleteness procedure and define the field as External Reference so that a warning is displayed if it is not filled. Save your data. Note: Use the object name SALES and the field name PO_NUMBER_SOLD. In the CRM WebClient UI application you can use the F2 key in order to get technical information. a)

In the dialog structure, go to Incompleteness Procedure: Detail, choose New Entries and enter the following: Object Name:

SALES

Field Name:

PO_NUMBER_SOLD

Relevance:

Header

Message Category:

Warning

Business Transaction:

INC1


Create a Determination incompleteness procedure. Enter ZG## in the Incompleteness Group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field. a)

6.

In the dialog structure, go to Incompleteness Procedure: Determination, choose New Entries and enter the following: Incompleteness Group: Transact.:

ZG##

Procedure:

ZP##

See if your incompleteness procedure works with business partner ##Decot. Create a new transaction of type ##Service order. Is a warning message displayed? Answer: Yes, a warning message is displayed if the external reference field is empty. In SAP GUI you can use the report CRM_ORDER_INCOMP_CHECK to select incomplete business transactions.

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Lesson Summary You should now be able to: • Configure the basic functions of business transactions

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Unit Summary You should now be able to: • Give examples of the different CRM business transactions • Describe the structure of business transactions • Explain and create transaction types • Create a customer specific transaction type • Explain the concept of item categories • Describe copying control and related customizing settings. • Configure the basic functions of business transactions

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Unit 3 Activity Management Unit Overview Unit Objectives After completing this unit, you will be able to: • • • •

Define activities and activity management Configure a transaction type for activities Describe the survey integration Describe groupware integration

Unit Contents Lesson: Overview of Activity Management ..................................104 Exercise 11: Activities......................................................107 Lesson: Customizing Activities and Special Activity Functions ........... 110 Exercise 12: Activities and Related Customizing – Sales ............ 119 Exercise 13: Activities and Related Customizing – Service (Optional) ....................................................................127

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Lesson: Overview of Activity Management Lesson Overview This lesson provides a brief overview of activity management.


Define activities and activity management

Business Example Using different options in SAP CRM, you want to create and monitor various activities.

Figure 33: Types of Activity

Activity Management is an integral part of Customer Relationship Management (CRM) and administers all activities undertaken by the employees of your company. Any data saved in an activity is an important source of information that needs to be accessed by all relevant employees. You can use Activity Management at any time during the CRM life cycle. Activities such as interaction logs and appointments keep a record of any interaction that has taken place between your company and its customers. Tasks provide a way for your employees to manage their own workload and to record

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Lesson: Overview of Activity Management

reminders. You can mark appointments, interaction logs and tasks as private. Thus, everything undertaken by employees within a department or company can be managed quickly and easily in one transaction. Activities can be created as subsequent documents for a wide variety of other business transactions, such as opportunities, leads, sales orders, or contracts. Activities might be telephone calls, customer visits, general preparatory tasks, reminders of appointments (private and business-related), and so on. Appointments Interaction Logs E-Mails Tasks From a technical point of view, there are two leading business transaction categories for activities: A Business Activity contains information about the interaction with the business partner on a particular date. A Task contains information about the activities that one or more employees have to complete by a particular date.

Figure 34: Structure of Activities

Activities are used to record business activities and tasks such as activities that are carried out on behalf of the company. A business activity must have a partner, a start date and a finish date.

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You use tasks when you want to create an activity that is not associated with a particular account. Like interactions, tasks can be public or private and can 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. The category that is assigned to the activity (transaction type) determines where this activity can be created in the application. For example, The Category 202 (Incoming Call) is assigned to the Transaction Type 0003 (Outgoing Phone Call). The Class Interaction Log is assigned to the Category 202 (Incoming Call). The application displays the transaction “Outgoing Phone Call” if the employee chooses Create → Interaction Log.

Figure 35:

In the CRM WebClient UI different applications for different types of activities are available. For example, both Appointment and E-Mail technically are Business Activities, but they look differently when created in the CRM WebClient UI. This slide shows the Activities work center of the Sales Professional (SALESPRO).

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Exercise 11: Activities Exercise Objectives After completing this exercise, you will be able to: • understand the idea of CRM Activities

Business Example You would like to better understand CRM activities.

Task: Please answer the following questions. 1.

An E-Mail activity and an Interaction Log activity refer to different leading transaction categories. Determine whether this statement is true or false.

□ □ 2.

True False

Transaction type customizing indirectly controls which application must be used to create this type of activity. Determine whether this statement is true or false.

□ □

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Solution 11: Activities Task: Please answer the following questions. 1.

An E-Mail activity and an Interaction Log activity refer to different leading transaction categories. Answer: False Both activities are of the same kind: Business Activity.

2.

Transaction type customizing indirectly controls which application must be used to create this type of activity. Answer: True Via transaction type entry "Category" it can be controlled if a transaction type belongs to one of the four categories “E-Mail”, “Interaction Log”, “Appointment” or “Task”.

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Lesson Summary You should now be able to: • Define activities and activity management

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Lesson: Customizing Activities and Special Activity Functions Lesson Overview This lesson goes into details of customizing activities and explains some key integration points (eg. with survey tool and groupware).


Configure a transaction type for activities Describe the survey integration Describe groupware integration

Business Example You may have to make Customizing settings for activities in the future.

Figure 36: Customizing Activities

Activities are CRM business transactions and are controlled using transaction types.

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Lesson: Customizing Activities and Special Activity Functions

There are transaction settings that are activity-specific such as Categories, Goals, Priorities, and Activity Reasons. SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities If required, product entries can be allowed in activities. Therefore you define Activity Journals. Activity-specific item categories like ACT, ACT0 or ACT1 are needed for this.

Figure 37: Follow-Up Activities

You can copy an existing business transaction and use it as the basis for a subsequent transaction. You then have two options: Create a follow-up transaction. Copy a business transaction. In this case, the system creates a copy of the transaction currently in use and displays it for processing. When the copied transaction is saved, the transaction history is not updated, that is, the copied transaction has no connection to the reference document.

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Copy control Customizing is not required to create a follow-up transaction. Hint: It is possible to reduce the number of available transaction types when creating a follow-up activity. Therefore use SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Activate Copying Control for Activities Once this setting a made, only the transaction types maintained in Copying Control are available! When you copy an activity, the system produces a copy of the activity you requested and displays it for processing. When the copied transaction is saved, the transaction history is not updated, that is, the copied process does not have a reference to the reference document.

Figure 38: The Survey Suite

The Questionnaire in the activity is based on the Survey Tool. You can use the questionnaire for all question and answer formats that help maintain your customer relationships. The following examples show how the questionnaire can be used: A telephone call script that leads you through the conversation with the customer A customer feedback form Sales call reports for your sales employees

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You can assign more than one survey to a transaction, for example, leads, opportunities, activities and framework agreements. You can assign surveys at item and header level. This allows you to assign surveys more flexibly, for example, depending on the organizational unit, phase or product. Surveys can also be evaluated in the SAP CRM system. You can find the Customizing settings in the IMG under SAP Customizing Implementation Guide → Customer Relationship Management Transactions → Settings for Activities → Questionnaires. Questionnaires are also used for other types of transactions, for example for Leads, Opportunities and In-house Repair orders.

Figure 39: Activity Journals

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: • • •

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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


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To enable product entries in activities, you must make entries in the Customizing activity for the item category determination. You may define additional fields for activity journals. Examples: transaction type 0020; item categories ACT, ACT0 and ACT1

Figure 40: Integration of the Calendar - Integration of Client's Groupware

You can use the calendar to create activities, for example, private or public appointments. You can also display your colleague's appointments by displaying their calendars. You can Toggle between a monthly, weekly, or daily view of the calendar and display a day by clicking on it in the month thumbnail Click on appointments and contacts to view the details Create appointments by choosing a cell in the calendar. Move appointments or other activities by using the drag and drop function. Print the calendar in the view that is currently displayed. Open colleagues' calendars. You can see all your colleague's appointments except for private ones. You require authorization from system administration to view a calendar. Display and edit open tasks.

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You can synchronize CRM activities with groupware calendars so that CRM business activities are displayed in other applications such as Microsoft Outlook. This is an additional function to synchronizing normal appointments from the SAP calendar. Hint: With EhP1 for SAP CRM 7.0 it is possible to enable the automatic synchronization. Every user can precisely define the time frame for automatic synchronization. The data conflict handling privilege for the automatic synchronization can be defined independent from the standard conflict handling. Another new feature are server synchronization profiles. They are used to keep more control over the client application by defining which local settings are defaulted, are allowed to be changed locally or are disabled for changing by the local user. For every synchronization run the client application checks for a valid profile and eventually applies it before synchronizing the data. That allows running the client-based groupware integration with low TCO. For more information see SAP Customizing Implementation Guide → CRM Middleware and Related Components → Client-Based Groupware Integration For successfully using the client-based groupware integration the following prerequisites must be fulfilled: • • •

the SAP CRM Replication Tool must be installed on the local PC the appropriate Groupware Client API must be available on the system the collaborative data objects (CDO) API library needs to be installed locally (not part of Outlook Installation 2007).

For more information on Client-Based Groupware Integration in general see the Online Documentation http://help.sap.comSAP Business Suite → SAP Customer Relationship Management → EhP1 for SAP CRM 7.0 → Application Help (English) → SAP Customer Relationship Management → Data Exchange an Mobile Technologies → CRM Integration Services → Groupware Integration Guide → Client-Based Groupware Integration

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Figure 41: Groupware Integration on Servers

Using server-based Groupware integration, you can exchange data such as business partner data and CRM activities (appointments and tasks) between the CRM server and a Groupware server. CRM Middleware provides a framework, using the Groupware Adapter, that facilitates the seamless integration of the CRM server with the Groupware server. You can integrate CRM activity management with groupware applications (Microsoft Outlook and Lotus Notes). This means that you can synchronize business activities and tasks in your CRM calendar and groupware calendar. Data is exchanged in both directions. This means that you can display activities and the corresponding data that you have maintained in the CRM system (such as date, time, location and business partners involved) 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. 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. The Groupware Adapter on the CRM server supports the conversion of messages. It is based on the SyncPoint technology. BDoc messages are converted to standard Groupware formats (iCalendar and vCard). For this, a mapping framework is used that comprises the MapBox and the payload interface (a SOAP-based messaging interface for the exchange of data between the CRM server and the Groupware connector). iCalendar and vCard are the Internet standards for the display of Groupware calendar objects or Groupware contacts. Predefined mappings are delivered for Groupware integration. The SAP Groupware connector executes message synchronization between the CRM server and the Groupware server. A messaging interface is used here, based on XML-SOAP.

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For more detailed information on data exchange options refer to the Online Help.http://help.sap.comSAP Business Suite → SAP Customer Relationship Management → EhP1 for SAP CRM 7.0 → Application Help (English) → SAP Customer Relationship Management → Data Exchange an Mobile Technologies → CRM Integration Services → Groupware Integration Guide → Server-Based Groupware Integration After the report has been created and shared, the Sales Professional is able to run the report in his WebClient UI application.

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Exercise 12: Activities and Related Customizing – Sales Exercise Objectives After completing this exercise, you will be able to: • Create a new transaction type for activities • Create and edit an activity and follow-up activity

Business Example You want to become more familiar with the activity maintenance in the CRM system for your trade fair business. You set up a new transaction type of the type trade fair activities and familiarize yourself with a number of functions in the activity maintenance.

Task 1: For the customer visits that result from the trade fair activities, you set up a separate Trade Fair Activity in the system as a new transaction type with certain default values. 1.

In Customizing, maintain the new goal Z## with the description ##Trial Order. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities

2.

In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class.

3.

Copy the existing transaction type 0001 (Interaction Log), and enter ZB## as the transaction type and ##Trade Fair Visit as the name and long description. Assign the organizational data profile ZTACADEMY and the action profile ACTIVITY to the new transaction type. In the Customizing header area, assign your new goal ##Trial Order (ZB##), your new category ##Appointment (Y##) and set the priority to High. A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators.

4.

Now test the new transaction type by creating an activity of the type ##Trade Fair Visit for a week from today, 2.00-3.00 p.m. Continued on next page

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Use First ##Visit after trade fair as the description and ##Decot as the account. Check whether the system’s default entries for priority and goal are correct. Can you make the activity private? ___________________________________________________________________ Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user. _______________________________________________________________ ___________________________________________ ___________________ ______________________________________________________________

Task 2: Create a follow-up activity with questionnaire support. 1.

With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of typeSurvey Activity. Use Survey of ##Decot as the description and choose a suitable date in the future. Fill out the survey. Save the activity and make a note of the number. ___________________

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Solution 12: Activities and Related Customizing – Sales Task 1: For the customer visits that result from the trade fair activities, you set up a separate Trade Fair Activity in the system as a new transaction type with certain default values. 1.

In Customizing, maintain the new goal Z## with the description ##Trial Order. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Goals Choose New Entries. Target:

Z##

Description:

##Trial Order

Save your entries and choose back twice to return to the IMG menu. 2.

In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class. a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Categories Choose New Entries. Category:

Y##

Description:

##Appointment

Class:

Appointment


Copy the existing transaction type 0001 (Interaction Log), and enter ZB## as the transaction type and ##Trade Fair Visit as the name and long description. Continued on next page

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Assign the organizational data profile ZTACADEMY and the action profile ACTIVITY to the new transaction type. In the Customizing header area, assign your new goal ##Trial Order (ZB##), your new category ##Appointment (Y##) and set the priority to High.


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A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Select transaction type 0001 (Interaction Log) and choose Copy as…. Transaction Type:

ZB##

Short Description:

##Trade Fair Visit

Long Description:

##Trade Fair Visit

Choose ENTER to execute copying and confirm the dialog box. Assign the organizational data profile ZTACADEMY and the action profile ACTIVITY to the new transaction type. Select the new transaction type and choose Details.

b)

Organizational Data Profile:

ZTACADEMY

Action Profile:

ACTIVITY

In the Customizing header area, assign your new goal ##Trial Order (ZB##), the new category ##Appointment (Y##) and set the priority to High. In the dialog structure, double-click Assignment of Business Transaction Categories. Select the Business Activity transaction category and double-click Customizing header in the dialog structure.

c)

Category:

##Appointment

Goal:.

##Trial Order

A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. The default settings of the indicators already meet your requirements.

4.


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Use First ##Visit after trade fair as the description and ##Decot as the account. Check whether the system’s default entries for priority and goal are correct. Can you make the activity private? ___________________________________________________________________ Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user. _______________________________________________________________ ___________________________________________ ___________________


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______________________________________________________________ a)

Choose Activities. Choose Create → Appointment. Choose ##Trade Fair Visit. Description:

First ##Visit after trade fair

Account:

##Decot

Start Date/Time:

one week from today: 14:00

End Date/Time:


Check whether the system’s default entries for priority and goal are correct. The fields are displayed and prefilled in the Appointment: Details assignment block. Note: In standard SAP systems, the Goal field is not displayed in the user interface. b)

Can you make the activity private? No. The indicator is grayed-out because of the default setting and is not ready for input. Save the activity.

c)

Can you find the activity in the calendar of the employee responsible? Choose Calendar. Choose Week. Choose Next Week. The appointment is displayed.


With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of typeSurvey Activity. Use Survey of ##Decot as the description and choose a suitable date in the future. Fill out the survey. Save the activity and make a note of the number. Continued on next page

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___________________ a)

Use Survey of ##Decot as the description and choose a suitable date in the future. Find the activity that you created using the calendar entry (for example). Choose More → Follow-Up. Choose Survey Activity. Description:

Survey of ##Decot

Start date:

Two weeks from today

Time From/To:

10:00 10:10

Fill out the survey. Open the Questionnaires assignment block. Choose Action Edit. Fill out the survey with answers of your choice. Choose Back. Choose Save.

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Exercise 13: Activities and Related Customizing – Service (Optional) Exercise Objectives After completing this exercise, you will be able to: • Create a new transaction type for activities • Create and edit an activity and follow-up activity

Business Example You want to become more familiar with the activity maintenance in the CRM system for your trade fair business. You set up a new transaction type of the type trade fair activities and familiarize yourself with a number of functions in the activity maintenance.

Task 1: For the customer visits that result from the trade fair activities, you set up a separate Trade Fair Activity in the system as a new transaction type with certain default values. 1.

In Customizing, maintain the new goal Z## with the description ##Trial Order. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities

2.

In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class.

3.

Copy the existing transaction type 0001 (Interaction Log), and enter ZB## as the transaction type and ##Trade Fair Visit as the name and long description. Assign the organizational data profile ZTACADEMY and the action profile ACTIVITY to the new transaction type. In the Customizing header area, assign your new goal ##Trial Order (ZB##) to the new category ##Appointment (Y##) and set the priority to High. A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators.

4.


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Use First ##Visit after trade fair as the description and ##Decot as the account. Check whether the system’s default entries for priority and goal are correct. Can you make the activity private? ___________________________________________________________________ Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user. _____________________________________________________________ _____________________________________________________________ _____________________________________________________________


With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of type Survey Activity. Use Survey of ##Decot as the description and choose a suitable date in the future. Fill out the survey. Save the activity and make a note of the number. ___________________

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Solution 13: Activities and Related Customizing – Service (Optional) Task 1: For the customer visits that result from the trade fair activities, you set up a separate Trade Fair Activity in the system as a new transaction type with certain default values. 1.

In Customizing, maintain the new goal Z## with the description ##Trial Order. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Goals Choose New Entries. Target:

Z##

Description:

##Trial Order

Save your entries and choose back twice to return to the IMG menu. 2.

In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Categories Choose New Entries. Category:

Y##

Description:

##Appointment

Class:

Appointment


Copy the existing transaction type 0001 (Interaction Log), and enter ZB## as the transaction type and ##Trade Fair Visit as the name and long description. Continued on next page

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Assign the organizational data profile ZTACADEMY and the action profile ACTIVITY to the new transaction type. In the Customizing header area, assign your new goal ##Trial Order (ZB##) to the new category ##Appointment (Y##) and set the priority to High.


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A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Select transaction type 0001 (Interaction Log) and choose Copy as…. Transaction Type:

ZB##

Short Description:

##Trade Fair Visit

Long Description:

##Trade Fair Visit

Choose ENTER to execute copying and confirm the dialog box. Assign the organizational data profile ZTACADEMY and the action profile ACTIVITY to the new transaction type. Select the new transaction type and choose Details.

b)

Organizational Data Profile:

ZTACADEMY

Action Profile:

ACTIVITY

In the Customizing header area, assign your new goal ##Trial Order (ZB##), the new category ##Appointment (Y##) and set the priority to High. In the dialog structure, double-click Assignment of Business Transaction Categories. Select the Business Activity transaction category and double-click Customizing header in the dialog structure.

c)

Category

##Appointment

Goal:.

##Trial Order

A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. The default settings of the indicators already meet your requirements.

4.


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Use First ##Visit after trade fair as the description and ##Decot as the account. Check whether the system’s default entries for priority and goal are correct. Can you make the activity private? ___________________________________________________________________ Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user. _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ a)

Choose Service Operations. This is optional because you can also use the quick creation entries in the navigation bar. Choose Create → Appointment. Description:

First ##Visit after trade fair

Account:

##Decot

Start Date/Time:


End Date/Time:


Check whether the system’s default entries for priority and goal are correct. The fields are displayed and prefilled in the Appointment Details assignment block. Note: In standard SAP systems, the Goal field is not displayed in the user interface. b)

Can you make the activity private? No. The indicator is grayed-out because of the default setting and is not ready for input.

c)

Can you find the activity in the calendar of the employee responsible? Choose Calendar. Choose Week. Choose Next Week. The appointment is displayed. Continued on next page

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With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of type Survey Activity. Use Survey of ##Decot as the description and choose a suitable date in the future. Fill out the survey. Save the activity and make a note of the number. ___________________ a)

Use Survey of ##Decot as the description and choose a suitable date in the future. Find the activity that you created using the calendar entry (for example). Choose More → Follow-Up. Choose Survey Activity. Description:

Survey of ##Decot

Start date:

Two weeks from today

Time From/To:

10:00 10:10

Fill out the survey. Open the Questionnaires assignment block. Choose Action Edit to fill out the survey. Fill out the survey with answers of your choice. Choose Back. Choose Save.

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Lesson Summary You should now be able to: • Configure a transaction type for activities • Describe the survey integration • Describe groupware integration

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Unit Summary

Unit Summary You should now be able to: • Define activities and activity management • Configure a transaction type for activities • Describe the survey integration • Describe groupware integration

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Unit Summary

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Unit 4 Partner Processing Unit Overview Unit Objectives After completing this unit, you will be able to: • • •

Explain the options and functions associated with partner processing in business transactions Create a partner determination procedure in Customizing Describe access sequences, create them in Customizing and use them in the partner determination procedure

Unit Contents Lesson: Overview of Partner Processing ....................................138 Exercise 14: Partner Processing .........................................141 Lesson: Customizing Partner Processing ...................................144 Exercise 15: Analyze and Set Up Partner Processing – Sales.......149 Exercise 16: Analyze and Set Up Partner Processing – Service (Optional) ...................................................................159

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Unit 4: Partner Processing

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Lesson: Overview of Partner Processing Lesson Overview This lesson gives a brief overview of partner processing in business transactions.


Explain the options and functions associated with partner processing in business transactions

Business Example In transaction processing, you want to ensure that the business partners involved in a transaction are automatically determined by the system.

Figure 42: Partner Processing: Motivation

Partner processing controls how the system works with business partners in transactions. It ensures the accuracy of partner data in transactions by applying rules you specify in Customizing, and it makes your work easier by automatically entering certain partners and related information, like addresses. One of the most important aspects of partner processing is partner determination, the process by which the system automatically finds and enters the partners involved in a transaction. In most transactions, you manually enter one or more

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Lesson: Overview of Partner Processing

partners, and the system enters the others through partner determination. Various sources of information make partner determination possible; two of the most important are business partner master data and organizational data. 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. All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently. Partner processing allows you to define partners with your company's terminology. It also lets you specify exactly how partners are handled in transactions and how SAP CRM and SAP ERP exchange partner processing information.

Figure 43: Automatic Partner Processing

During transaction processing, the main business partner or technical object (installed base component or object) is specified. During sales, this is usually the sold-to party; during an opportunity, this is the sales prospect. Partner processing ensures that other partners involved in the transaction are determined automatically by the system. In the case of a sales transaction, for example, these other partners are the ship-to party, the bill-to party and the payer. In the case of an opportunity, for example, these other partners are the contact person(s) of the sales prospect and the (own) responsible employees.

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Figure 44: Partner Processing in the Application

In a transaction, partners can be determined at both header and item level. 1.

Which partners must be involved in the transaction? It is possible to define that certain partners are mandatory for a business transaction. If the determination fails or no partner was entered manually by the user, the business transaction will result in an error.

2.

Are partners determined automatically? Using access sequences (search strategies) it is possible to automatically determine partners.

3.

Manually changeable Users can change partners that were determined automatically if this setting is made for the appropriate partner function in Customizing. Under exceptional circumstances, you can choose Alternative proposals to restart the partner search (for example, after the change of other involved partners).

4.

Partners are also determined at item level. It is possible that different partners are determined at item and header levels. For example, an employee responsible might be found due to the product category. This means that you must enter a partner determination procedure in the corresponding item categories.

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Exercise 14: Partner Processing Exercise Objectives After completing this exercise, you will be able to: • understand the basic functions of partner determination

Business Example You would like to understand the basic functions of partner processing

Task: Please answer the following questions 1.

Partner processing in CRM business transactions is an optional function. Determine whether this statement is true or false.

□ □ 2.

True False

Which of the following are standard features within partner processing? Choose the correct answer(s).

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□ □

A B

□

C

□ □

D E

□

F

Relevant business partners can be derived from object information. Partner processing can be used within Account Management, for example to determine and assign an Employee Responsible to a corporate account. Partner processing can be used to determine Positions (from the Organizational Model) Partner processing can be used to determine Organizational Units. Partner processing allows to define whether partner information can be changed within business transactions. Partners can be inherited from transaction header to transaction item.


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Solution 14: Partner Processing Task: Please answer the following questions 1.

Partner processing in CRM business transactions is an optional function. Answer: False Every CRM business transaction uses partner determination. It is not possible to create a transaction type without any kind of business partner.

2.

Which of the following are standard features within partner processing? Answer: A, D, E, F Partner processing is relevant for business transactions (and other applications) but not for Account Management. Once organizational units are created as business partners (usually automatically), they can be added to the partner information (for example, a Service Technician Group).

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Lesson Summary You should now be able to: • Explain the options and functions associated with partner processing in business transactions

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Lesson: Customizing Partner Processing Lesson Overview This lesson goes into details of customizing partner processing.


Create a partner determination procedure in Customizing Describe access sequences, create them in Customizing and use them in the partner determination procedure

Business Example You would like to set up partner processing/determination in business transactions and make yourself familiar with the basic options within customizing of partner processing.

Figure 45: Partner Processing in Customizing

Partner function category: This classification of responsibilities is used as a system key for identifying the partner function and the business partners who take on these responsibilities. The SAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. For example, the customer partner function has the partner function category sold-to party.

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Lesson: Customizing Partner Processing

Partner function: The partner functions describe the 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.

Figure 46: Partner Function Categories and Partner Functions

Partner function categories are predefined “classifications” and are assigned partner functions. The system uses these categories to identify and work with partner functions. The partner function category Undefined Partner is a free category that you can use when none of the other partner function categories suits your needs. The benefit is that you can create partner functions, and include them in transactions, even when none of the predefined categories is appropriate. The system's processing of the category Undefined Partner is limited. Normally, there are certain system functions or rules associated with a function category, for example the system “knows” that a sales transaction must include a sold-to party. However, in the case of the Undefined Partner there are almost none. When you assign a partner function to this category, you can choose any relationship category, either an existing one or one you create yourself, to correspond to it. However, the relationship category Is the Undefined Partner Of corresponds only to the partner function category Undefined Partner. Partner functions are defined in Customizing.

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SAP Implementation Guide→ Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Functions. When you define a partner function, you can assign a (corresponding) relationship category. This relationship category corresponds to the business partner relationship category. For example, the relationship category is responsible BP for is assigned to the partner function Employee Responsible. If an access sequence is defined for determining the employee responsible from the business partner relationships, then the corresponding person must be assigned with the relationship category (Is the Employee Responsible For/Has the Employee Responsible). Block: specifies whether the source partner for a partner determination is added to the results list of that determination. For example, if the lock field is set for the contact person partner function, the sold-to party is not determined as its own contact person in a sales transaction. If, on the other hand, the lock field is not set, the sold-to party can also appear as the contact person function in the transaction.

Figure 47: Partner Determination Procedure

Partner determination procedures are defined in Customizing. SAP Implementation Guide→ Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure A partner determination procedure can be assigned to a transaction type and an item category. A partner determination procedure consists of three levels: Procedure user (for example, sales transaction, service transaction, opportunity)

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Partner functions in the procedure (for example, sold-to party, employee responsible) To prevent every partner function that is defined in the system and corresponding partners from being included in transactions, make the setting Permitted Functions = Only Functions Assigned in 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. A simpler form of the partner determination procedure is used in Installed Base and Case Management.

Figure 48: Access Sequences

Access sequences are defined in Customizing. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Access Sequences In the partner determination procedure, you can select which access sequence should be used to determine the partner 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 documentation related to this IMG activity contains valuable information about the different customizing options within the access sequence definition. There are a lot of “Sources” which can be used within access sequence definition.

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Other example for sources which are not mentioned on the above slide are: • • •

BP Relationships By Sales Organization Group Hierarchy For Partner Than Can Be Called Partner Determination Via Reference Objects (Header) .

Customer-specific sources can be defined via BAdI definition COM_PARTNER_BADI.

Figure 49: Partner Processing: Overview

In Customizing, the business transaction (for example, quotation, order, service contract) is assigned to the transaction type Business transaction types. Procedure users are assigned to the partner determination procedure. The business transaction type and procedure user must match in order to assign a partner determination procedure to a transaction type.

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Exercise 15: Analyze and Set Up Partner Processing – Sales Exercise Objectives After completing this exercise, you will be able to: • Describe and explain the fundamental concepts of CRM partner processing • Create both a partner determination procedure and a access sequence in Customizing

Business Example Within your trade fair business framework, you want to set up partner processing for the transaction type ##Quotation according to your own requirements. You want to utilize business partner relationships and enter the contact persons in the document as partners.

Task 1: Analyze partner processing for the sales transaction ##Quotation in Customizing. At the same time, create a quotation with transaction type ##Quotation in the CRM WebClient UI. Use the business partner ##Decot as the sold-to party. 1.

Which partner functions were automatically found by the system for this particular sales transaction? Does the system also determine a contact person?

2.

What access sequence is used to search for the employee responsible?

3.

Why are both the Sales manager and the Sales employee partner functions not listed in the CRM WebClient UI application of the ##Quotation?


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Task 2: Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Quotation that will determine at least one of the customer’s contact persons. 1.

Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##.

2.

Create a new access sequence ZZ## (##Sold-To Party – Relationships) with one individual access 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.

3.

Add the partner function Contact Person (CRM ) to the partner determination procedure ZPS##. The partner function Contact Person (CRM) should occur at least once and no more than three times. For determination, use the access sequence ##Sold-to Party – Relationships, which you created in the previous exercise. You do not have to maintain the remaining fields.

4.

Make sure that the address usage Receive Goods for partner function Ship-to party is used. For all other partner functions the standard address should be determined within transactions.

5.

Assign the partner determination procedure ZPS## to transaction type ZA## (##Quotation).

6.

Test the new partner determination procedure by creating a quotation of type ##Quotation. Does the system now determine the contact person who was stored as a relationship (check the Account)?


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Task 3: Comprehension questions on partner processing

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1.

What concept or construct makes partner processing particularly flexible? Explain why.

2.

Can you define your own partner functions in Customizing?

3.

Can you define your own partner function categories?

4.

What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships? Optional: Test this by assigning the access sequence##Sold-to Party Relationships (ZZ##) to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Decot and use an existing employee, for example, Lou Windham (employee ID 400440).


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Solution 15: Analyze and Set Up Partner Processing – Sales Task 1: Analyze partner processing for the sales transaction ##Quotation in Customizing. At the same time, create a quotation with transaction type ##Quotation in the CRM WebClient UI. Use the business partner ##Decot as the sold-to party. 1.

Which partner functions were automatically found by the system for this particular sales transaction? Does the system also determine a contact person? Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types The partner determination procedure 00000001 is assigned to transaction type ZA## (##Quotation). SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Mark partner determination procedure 00000001 and choose Partner Functions in Procedure. The partner determination procedure 00000001 contains the following seven partner functions: Sold-to party, Ship-to party, Bill-to party, Payer, Sales manager, Sales employee, and Employee responsible. Does the system also determine a contact person? The partner function Contact person (CRM) is not determined automatically because it is not listed in the partner determination procedure.

2.

What access sequence is used to search for the employee responsible? Answer: IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the Employee responsible partner function. Choose Details. IDES. from /user (technical key Z006)


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3.

Why are both the Sales manager and the Sales employee partner functions not listed in the CRM WebClient UI application of the ##Quotation? a)

In the CRM WebClient UI only five different partners are determined automatically when a ##Quotation is created since no access sequence has been assigned to partner functions Sales manager and Sales employee. Both partners can be added manually by the user.

Task 2: Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Quotation that will determine at least one of the customer’s contact persons. 1.

Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##. a)

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the entry 00000001 (Telesales) and choose Copy As. Procedure: ZPS## Description: PartnerDetProc ##. Confirm the dialog box and copy all dependent entries. Save your data and go back to the IMG.


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Create a new access sequence ZZ## (##Sold-To Party – Relationships) with one individual access 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. a)

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 sequence and choose Individual Accesses. Choose New Entries. Enter the following data: Batch Sequence:

10

Dialog Sequence:

10

Source:

Business Partner Relationships

Partner function:

Sold-to Party (CRM)

Save the data and go back to the Implementation Guide. 3.

Add the partner function Contact Person (CRM ) to the partner determination procedure ZPS##. The partner function Contact Person (CRM) should occur at least once and no more than three times. For determination, use the access sequence ##Sold-to Party – Relationships, which you created in the previous exercise.


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You do not have to maintain the remaining fields. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the partner determination procedure ZPS## then double-click Partner Functions in Procedure. Choose New Entries.

4.

Contact person (CRM)

Number of Occurrences (Lowest):

1

Number of Occurrences (Highest):

3

Access Sequence

##Sold-To Party – Relationships

Make sure that the address usage Receive Goods for partner function Ship-to party is used. For all other partner functions the standard address should be determined within transactions. a)

5.

Partner Function:

In the address details of partner function “Ship-To Party”, choose Receive goods in the Address for Trans dropdown box.

Assign the partner determination procedure ZPS## to transaction type ZA## (##Quotation). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Search for transaction type ZA## and change the details. Enter ZPS## in the Partner Determ.Proc. field.


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Test the new partner determination procedure by creating a quotation of type ##Quotation. Does the system now determine the contact person who was stored as a relationship (check the Account)? Answer: Choose Sales Cycle. Choose Create → Quotation. Select ##Quotation. Sold-To Party: ##Decot Choose ENTER. No dialog box should be displayed regarding unclear address determination. Display the Parties Involved assignment block, check the addresses of the involved parties and observe that the system finds the contact person Michele ##Contact.

Task 3: Comprehension questions on partner processing 1.

What concept or construct makes partner processing particularly flexible? Explain why. Answer: Access sequences enable the definition of search strategies to search for individual partners. For example, the Employee Responsible can be determined through organizational data determination or, if no partners are found, it can be entered manually by the system user.

2.

Can you define your own partner functions in Customizing? Answer: Yes, it is possible to define your own partner functions to fit your personal requirements.

3.

Can you define your own partner function categories? Answer: Partner function categories cannot be created in Customizing.


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4.

What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships? Optional: Test this by assigning the access sequence##Sold-to Party Relationships (ZZ##) to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Decot and use an existing employee, for example, Lou Windham (employee ID 400440). Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure The partner function 00000014 (Employee responsible) is assigned to the relationship category Is Responsible BP For. Optional: SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select partner determination procedure ZPS## then double-click Partner Functions in Procedure. Select partner function Employee responsible and display its details. In the access sequence field, enter the access sequence you just created. Maintain an Is Responsible BP For relationship for your account ##Decot. Create a new ##Quotation and test whether your settings were implemented correctly.

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Exercise 16: Analyze and Set Up Partner Processing – Service (Optional) Exercise Objectives After completing this exercise, you will be able to: • Describe and explain the fundamental concepts of CRM partner processing • Create both a partner determination procedure and a access sequence in Customizing

Business Example Within your trade fair business framework, you want to set up partner processing for the transaction type ##Service Order according to your own requirements. You want to utilize business partner relationships and enter the contact persons in the document as partners.

Task 1: Analyze partner processing for the service transaction ##Service order in Customizing. At the same time, create a service order using transaction type ##Service order in the CRM WebClient UI. Use the business partner ##Decot as the sold-to party. 1.

Which partner functions were automatically found by the system for this particular service transaction? Does the system also determine a contact person? Is it Michele ##Contact?

2.

What access sequence is used to search for the employee responsible?

3.

Can you manually maintain additional partners? If so, do this. Continued on next page

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Task 2: Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Service order that will determine the contact person Michele ##Contact. 1.

Copy the partner determination procedure Service Order Header (ZTSRVH01) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##.

2.

Create a new access sequence ZZ##, ##Sold-To Party – Relationships with one individual access 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.

3.

Change the ZPS## partner determination procedure and assign the access sequence you just created to the Contact person (CRM) partner function. In addition to this, the partner function Contact Person (CRM) should occur at least once and no more than three times.

4.

Assign the partner determination procedure ZPS## to transaction type ZS## (##Service order).

5.

Test the new partner determination procedure by creating the service transaction ##Service Process. Does the system determine the contact person who was stored as a relationship (check the account)?


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Task 3: Comprehension questions on partner processing

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1.

What concept or construct makes partner processing particularly flexible? Explain why.

2.

Can you define your own partner functions in Customizing?

3.

Can you define your own partner function categories?

4.

What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships? Optional: Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Decot and use an existing employee, for example, Lou Windham (employee ID 400440).


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Solution 16: Analyze and Set Up Partner Processing – Service (Optional) Task 1: Analyze partner processing for the service transaction ##Service order in Customizing. At the same time, create a service order using transaction type ##Service order in the CRM WebClient UI. Use the business partner ##Decot as the sold-to party. 1.

Which partner functions were automatically found by the system for this particular service transaction? Does the system also determine a contact person? Is it Michele ##Contact? Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types The ZTSRVH01 partner determination procedure is assigned to transaction type ZS## (##Service order) SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure The partner determination procedure ZTSRVH01 contains the following nine partner functions: Sold-to party, Bill-to party, Payer, Activity partner, Employee responsible, Contact person, Vendor, Service Technician Group and Ship-to party/Service Recipient. Does the system also determine a contact person? Is it Michele ##Contact? Although the system determines the Contact person (CRM) partner function, it does not find Michele ##Contact.

2.

What access sequence is used to search for the employee responsible? Answer: IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Display the details for the Employee responsible partner function. Employee from user (ZCHM)


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3.

Can you manually maintain additional partners? If so, do this. a)

Go to the CRM WebClient UI and choose the Parties Involved assignment block. Choose Insert. If possible, enter another partner function (partner), for example, the employee responsible Mark Freeman (ID 496122).

Task 2: Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Service order that will determine the contact person Michele ##Contact. 1.

Copy the partner determination procedure Service Order Header (ZTSRVH01) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##. a)

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the entry ZTSRVH01 and choose Copy As. Confirm the dialog box and copy all dependent entries. Name the new partner determination procedure PartnerDetProc ##. Save your data and go back to the IMG.


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Create a new access sequence ZZ##, ##Sold-To Party – Relationships with one individual access 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. a)

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 sequence and choose Individual Accesses. Choose New Entries. Enter the following data: Batch Sequence:

10

Dialog Sequence:

10

Source:

Business Partner Relationships

Partner function:

Sold-to Party (CRM)

Save the data and go back to the IMG. 3.

Change the ZPS## partner determination procedure and assign the access sequence you just created to the Contact person (CRM) partner function. In addition to this, the partner function Contact Person (CRM) should occur at least once and no more than three times. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the partner determination procedure ZPS## then double-click Partner Functions in Procedure. Choose the partner function Contact person (CRM). Number of Occurrences (Lowest):

1

Number of Occurrences (Highest):

3

Access Sequence

##Sold-To Party – Relationships


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4.

Assign the partner determination procedure ZPS## to transaction type ZS## (##Service order). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Search for transaction type ZS## and change the Details. Enter ZPS## in the Partner Determ.Proc. field.

5.

Test the new partner determination procedure by creating the service transaction ##Service Process. Does the system determine the contact person who was stored as a relationship (check the account)? a)

Choose Service Orders. Choose Create → Service Order. Choose ##Service order. Sold-To Party: ##Decot Choose ENTER. Display the Parties Involved assignment block. The system finds the contact person Michele ##Contact.

Task 3: Comprehension questions on partner processing 1.

What concept or construct makes partner processing particularly flexible? Explain why. Answer: Access sequences enable the formulation of search strategies to search for individual partners. For example, the Employee Responsible can be determined through organizational data determination or, if no partners are found, it can be entered manually by the system user.

2.

Can you define your own partner functions in Customizing? Answer: Yes, it is possible to define your own partner functions to fit your personal requirements.

3.

Can you define your own partner function categories? Answer: Partner function categories cannot be enhanced in Customizing.


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What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships? Optional: Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Decot and use an existing employee, for example, Lou Windham (employee ID 400440). Answer: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG . SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure The partner function 00000014 (Employee responsible) is assigned to the relationship category Is Responsible BP For. Optional: Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Decot and use an existing employee, for example, Lou Windham (employee ID 400440). SAP Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select partner determination procedure ZPS## then double-click Partner Functions in Procedure. Select partner function Employee responsible and display its details. In the access sequence field, enter the access sequence you just created. Maintain an Is Responsible BP For relationship for your account ##Decot. Create a new ##Service Order and test if your settings were implemented correctly.

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Lesson Summary You should now be able to: • Create a partner determination procedure in Customizing • Describe access sequences, create them in Customizing and use them in the partner determination procedure

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Unit Summary You should now be able to: • Explain the options and functions associated with partner processing in business transactions • Create a partner determination procedure in Customizing • Describe access sequences, create them in Customizing and use them in the partner determination procedure

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Unit 5 Actions Unit Overview Unit Objectives After completing this unit, you will be able to: •

Explain the options for processing actions

Unit Contents Lesson: Action Processing ....................................................170 Exercise 17: Action Definitions and Customizing – Sales ............179 Exercise 18: Action Definitions and Customizing – Service (Optional) ....................................................................191

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Lesson: Action Processing Lesson Overview This lesson gives an overview of the actions functionality, how it can be used and configured.


Explain the options for processing actions

Business Example You want to set up your business transactions so that, under certain circumstances, follow-up processes or transactions are triggered automatically. In addition to issuing forms, this also includes generating follow-up activities, for example.

Figure 50: Examples for Actions

Actions are important for maintaining and improving business relationships. You can schedule and start predefined processes with the Actions component by means of user-definable conditions from transaction and marketing objects. You can tailor the type and time of actions to the requirements of your customers and the processes in your company. This component enables you to match your service, sales and distribution management, and your campaign management even more closely to customer needs, and, simultaneously, to automate them.

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Lesson: Action Processing

The Actions component also provides the technique of controlling output. It thereby replaces Output Determination of the SAP ERP System. Actions refer to the Post Processing Framework (PPF) Basis Components, which can automatically trigger output, follow-up activities or workflows. SAP provides approximately 180 action profiles that can be used in “Application” transaction processing (CRM_ORDER). Other application such as billing (BILLING) and Case Management (CRM_CASE) also use action processing.

Figure 51: Action Processing: Workflow

An action profile is determined from the corresponding transaction type or item category. You assign an action profile directly to a transaction type/item category. You define an action profile determination (condition technique; the same as pricing). An actions is always stored in relation to an action profile as an action definition. You can control action processing using various settings and parameters: Action changeable or executable in dialog Processing time Partner dependence Action merging Processing types You should not usually model dependencies between actions.

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Figure 52: Conditions

Schedule condition: If the schedule condition (of an action) is not met, the action is no longer available in the transaction. Start condition: Actions that are available in the transaction can only be executed if the start condition is met. Condition definition: There are two modes for defining conditions: Mouse-oriented PC mode 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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Figure 53: Processing Time

If you select Immediately as the processing time, the action is started as soon as the start condition is fulfilled. If you configure the system so that processing starts when saving, the action is started when the transaction is saved. If you define processing with the selection report and the start condition has been fulfilled, the action is started after the execution of a selection report. This processing type is particularly useful for actions that are used for deadline monitoring (such as monitoring the Service Level Agreements). Actions are displayed in transactions that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the transaction on the Actions tab page of the transaction. The following information is displayed in the list for each action: • • • •

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Status (action scheduled, action processed) Description (purpose of action) Conditions (settings for action definition and conditions are displayed) Creator, creation date


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Figure 54: Processing Types

There are different Processing Types available: Smart Forms Workflow Methods SAP Smart Forms are used for activities such as printing, e-mailing and faxing documents such as order confirmations. 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.) There are many BAdI implementations supplied by SAP that are used in the standard transactions. Examples for standard methods include the following: • • • • •

174

COPY_DOCUMENT (create a follow-up document) COMPLETE_DOCUMENT (set status completed within document) CREDIT_MEMO (create credit memo item) REPAIR_ITEM (create a repair item) 1O_EVENT_CREATE (create a workflow event)


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Figure 55: Example: Actions in a Quotation

The assignment of an action profile to an object type (the relationship to the leading business transaction type of a transaction category) controls which transaction types can be used by the action profile. Actions are always determined for each action profile separately and may contain different detail settings. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Conditions are defined using a separate function. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Conditions The start transaction for editing action profiles and conditions is /nSPPFCADM.

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Figure 56: Customizing: Action 1 - Complete Quotation

This figure depicts the workflow of action processing for the action “complete quotation” within the context of the corresponding Customizing settings.

Figure 57: Customizing: Action 2 - Print Quotation

This figure depicts the workflow of action processing for the action “complete quotation” within the context of the corresponding Customizing settings. You can use the SAP Smart Forms graphics tool to design the layout of message forms.

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SAP CRM contains several Smart Forms for messages: • • •

Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail) Form CRM_LEAD_PRINT (suitable for faxes, letters and e-mails) Form CRM_ORDER_SERVICE (suitable for faxes, letters, and e-mails)

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.

Figure 58: SAP Smart Forms: Layout of Messages

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Figure 59: Action Monitor

You can use the action monitor to monitor and trigger the processing of actions for several transactions. The action monitor program, RSPPFPROCESS, originates from the Post Processing Framework (PPF). You can use this program to check the processing of the actions (for example, output, follow-on documents). If you set the Processing using selection report processing time for an action in Customizing (for example, for a message), you can select the actions with this program and initiate their processing. This is particularly useful for actions that are used for deadline monitoring (such as Service Level Agreements: First reaction and solutions times for service orders). It can also be useful to use the action monitor to process actions with the processing time When Saving if, for example, time-dependent conditions were fulfilled after a certain time without any changes to the transaction. The program should be executed regularly so that actions are also started in these cases.

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Exercise 17: Action Definitions and Customizing – Sales Exercise Objectives After completing this exercise, you will be able to: • Describe how an action of the type “order confirmation” is determined within a quotation • Create an action profile using a wizard • Assign an action profile to a transaction type and test it

Business Example You want to print completed quotations. Printing is controlled by action processing; you therefore need to know how to set up and process actions.

Task 1: Create a ##Quotation and see whether you can display or issue a corresponding form. 1.

Create a quotation of the type ##Quotation for the customer ##Decot. Offer the customer 10 pieces of the material with the description ##Screen.

2.

Display the relevant actions for the quotation. Which entries are displayed in the corresponding assignment block? Does the list include the action Print Quotation Manually? If necessary, schedule the action manually. What processing status does this action have?

3.

Try to execute the action Complete offer. Is this possible? Explain why.

4.

Change the Valid-to date of the quotation to today and save. Do not under any circumstances execute the Complete offer action in the CRM WebClient UI. Save your quotation.

5.

Display the print preview of the quotation that was determined.


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6.

Use the Action Monitor transaction in the SAP GUI to select and execute the Complete offer action for your quotation. Hint: If you want to select the action that was found in the quotation you created, enter the <*transaction number> in the application key field.

Task 2: In Customizing, find out how automatic determination takes place for the Print Quotation Manually. 1.

Which action profile is used by transaction type ZA## (##Quotation)?

2.

Analyze this action profile. When is the action processed and the quotation form issued?

Task 3: Optional You want to create an action profile for your ##Trade Fair Visit that helps you create a follow-up activity once the preceding activity is completed. 1.

Go to the IMG and use the wizard to 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 Name: BUS2000126 Choose Continue. Enter ZFOLLOWUP## as the action definition and Follow–up Activity ## as the description Choose Continue. Time of Processing: Immediate processing Schedule Automatically: Display in Toolbox: Changeable in Dialog: Executable in Dialog: Choose Continue. Continued on next page

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The action should not be partner-dependent. Choose Continue. Select Method Call. Choose Continue. Use the F4 help in the field Method to select method COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a container element with the create icon. Element: PROCESS_TYPE Description: Transaction type Short Description: Action Transaction Type Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Field: PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm and then select Apply entries. Choose Continue. Enter an appropriate text. Choose Continue. You do not want to use any conditions in the first step. Choose Continue twice. In the wizard, click Complete. 2.

Assign the action profile to transaction type ZB## (##Trade Fair Visit).

Task 4: Test your settings 1.

Create a new activity of type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action.


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Task 5: Next, you want to add a schedule condition to your action. When your trade fair visit is complete (and only then), you want to be able to create a follow-up activity of the type Interaction Log. 1.

Define a schedule condition for your Follow-up Activity ## action. Go to the IMG and start defining the condition 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 it.

2.

Test your settings by creating another trade fair visit. Can you schedule the action immediately after creating the transaction? Complete the trade fair visit by setting the status accordingly. Can you schedule the action now?

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Solution 17: Action Definitions and Customizing – Sales Task 1: Create a ##Quotation and see whether you can display or issue a corresponding form. 1.

Create a quotation of the type ##Quotation for the customer ##Decot. Offer the customer 10 pieces of the material with the description ##Screen. a)

Choose Sales Cycle . Choose Create → Quotation. Select ##Quotation . Sold-To Party: ##Decot Product ID: Choose ENTER .

2.

Display the relevant actions for the quotation. Which entries are displayed in the corresponding assignment block? Does the list include the action Print Quotation Manually? If necessary, schedule the action manually. What processing status does this action have? a)

Open the Scheduled Actions assignment block. Various scheduled and unprocessed actions are displayed: Call Customer Again About Offer, Automatic Release of Offers, Start Release Procedure for Offers, Quotation Reminder, Complete Offer and Call Customer Again About Offer (Alert) .

b)

No, the list does not include an action to print the quotation. Schedule this action manually. Choose the Schedule New Actions . Select the Print Quotation Manually action. Choose Schedule . The system displays the information message Action was executed immediately after scheduling.

c)

Choose Back . The status of the action is Processed. Continued on next page

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3.

Try to execute the action Complete offer. Is this possible? Explain why. a)

Choose the corresponding Execute Action hyperlink. The system displays the error message Start Condition is Not Fulfilled. This is because the Valid-to date of the quotation has not yet been reached.

4.

Change the Valid-to date of the quotation to today and save. Do not under any circumstances execute the Complete offer action in the CRM WebClient UI. Save your quotation. a)

The valid-to date can be found in the Quotation Details assignment block. Save your quotation.

5.

Display the print preview of the quotation that was determined. a)

6.

Choose the More → Preview Output function at the top of the quotation.

Use the Action Monitor transaction in the SAP GUI to select and execute the Complete offer action for your quotation. Hint: If you want to select the action that was found in the quotation you created, enter the <*transaction number> in the application key field. a)

SAP Menu → Sales → Monitoring → Action Monitor Action Definition: QUOTATION_COMPLETE Application Key: <*Number of your quotation> Promotion Status: 0 (Not processed) Time of Processing: Processing Using Selection Report Choose Execute . When the results are displayed, select the relevant action and choose Process . In the CRM WebClient UI check the status of the quotation. It should be Completed.


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Task 2: In Customizing, find out how automatic determination takes place for the Print Quotation Manually. 1.

Which action profile is used by transaction type ZA## (##Quotation)? a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type Select the transaction type ZA##. Display the Details. The action profile is QUOTATION.

2.

Analyze this action profile. When is the action processed and the quotation form issued? a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Select the action profile QUOTATION. Display the details of action definition QUOTATION_PRINT. The processing time is Immediate Processing .

Task 3: Optional You want to create an action profile for your ##Trade Fair Visit that helps you create a follow-up activity once the preceding activity is completed. 1.

Go to the IMG and use the wizard to 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 Name: BUS2000126 Choose Continue. Enter ZFOLLOWUP## as the action definition and Follow–up Activity ## as the description Choose Continue. Continued on next page

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Time of Processing: Immediate processing Schedule Automatically: Display in Toolbox: Changeable in Dialog: Executable in Dialog: Choose Continue. The action should not be partner-dependent. Choose Continue. Select Method Call. Choose Continue. Use the F4 help in the field Method to select method COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a container element with the create icon. Element: PROCESS_TYPE Description: Transaction type Short Description: Action Transaction Type Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Field: PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm and then select Apply entries. Choose Continue. Enter an appropriate text. Choose Continue. You do not want to use any conditions in the first step. Choose Continue twice. In the wizard, click Complete. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Create Actions With Wizard Enter the data specified in the exercise. Continued on next page

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2.

Assign the action profile to transaction type ZB## (##Trade Fair Visit). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type Go to the details for transaction type ZB## and enter ZACTIONPROFILE## in the action profile field.

Task 4: Test your settings 1.

Create a new activity of type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action. a)

Choose Activities. Choose Create → Appointment. Choose ##Trade Fair Visit Description: Trade Fair Visit ## Account: ##Decot Choose ENTER . Go to the Scheduled Actions assignment block. Schedule the action. Choose Schedule New Actions Select your Follow-up Activity Sales Call ## action. Choose Schedule. Go back, save the activity and observe the transaction history.


Define a schedule condition for your Follow-up Activity ## action. Go to the IMG and start defining the condition Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition. Expand the container object CRM Bus. Activity. Continued on next page

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Using the editor, form an expression User Status = Complete (status profile CRMACTIV). Transfer the condition and save it. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Conditions Double–click your action profile in the upper–left corner. Choose the Schedule Condition tab page. Choose Edit Condition. Click the hyperlink to create the condition. Open your current container object CRM Business Activity. Double-click User Status. Click the operator “=”. Call the input help (F4) in the Constant field. Enter status profile CRMACTIV. Choose status E0003 Complete and press Enter. Transfer and save the condition.

2.

Test your settings by creating another trade fair visit. Can you schedule the action immediately after creating the transaction? Complete the trade fair visit by setting the status accordingly.


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Can you schedule the action now? a)

Create an activity of the type ##Trade Fair Visit for the activity partner##Decot. Maintain fictional data. Choose Activities. Choose Create → Appointment. Choose ##Trade Fair Visit Description: Trade Fair Visit ## Account: ##Decot Choose ENTER . Go to the Scheduled Actions assignment block. Schedule the action. Choose Schedule New Actions Select your Follow-up Activity ## action. Choose Schedule. Can you schedule the action immediately after creating the transaction? No, this is not yet possible because the activity does not have the correct status. Complete the trade fair visit by setting the status accordingly. In the Appointment Details assignment block, set the status to Completed . Can you schedule the action now? Yes, the action can now be scheduled.

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Exercise 18: Action Definitions and Customizing – Service (Optional) Exercise Objectives After completing this exercise, you will be able to: • Describe how an action of the type “order confirmation” is determined within a service order. • Create an action profile using a wizard • Assign an action profile to a transaction type and test it

Business Example You want to print service orders. Printing is controlled by action processing; you therefore need to know how to set up and process actions.

Task 1: Create a ##Service order and see whether you can display and issue a corresponding form. 1.

Create a service order of the type ##Service order for the customer ##Decot. You offer the customer 4 AU of the ##Maintenance service.

2.

Display the relevant actions for the service order. Which entries are displayed in the corresponding assignment block? Does the list include the action Print Service Order Manually ? If necessary, schedule the action manually. What processing status does this action have?

3.

Display the print preview of the determined order confirmation.

Task 2: Use Customizing to analyze how automatic determination takes place for the Print Service Process Manually action. 1.

Which action profile is used by transaction type ZS## (##Service Order)?

2.

Analyze this action profile. When is the action processed and the quotation form issued?


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Task 3: You want to create an action profile for your ##Trade Fair Visit that helps you create a follow–up activity once the preceding activity is completed. 1.

Go to the IMG and use the wizard to 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 Name: BUS2000126 Choose Continue. Enter ZFOLLOWUP## as the action definition and Follow–up Activity ## as the description Choose Continue. Time of Processing: Immediate processing Schedule Automatically: Display in Toolbox: Changeable in Dialog: Executable in Dialog: Choose Continue. The action should not be partner–dependent. Choose Continue. Select Method Call. Choose Continue. Use the F4 help in the field Method to select method COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a container element with the create icon. Element: PROCESS_TYPE Description: Transaction type Short Description: Action Transaction Type Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Continued on next page

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Field: PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm and then select Aply entries. Choose Continue. Enter an appropriate text. Choose Continue. You do not want to use any conditions in the first step. Choose Continue twice. In the wizard, click Complete. 2.

Assign the action profile to transaction type ZB## (##Trade Fair Visit).

Task 4: Test your settings. 1.

Create a new activity of the type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action.


Define a schedule condition for your Follow-up Activity ## action. Go to the IMG and start defining the condition. 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 it.

2.

Test your settings by creating another ##Trade Fair Visit. Can you schedule the action immediately after creating the transaction? Complete the trade fair visit by setting the status accordingly. Can you schedule the action now?

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Solution 18: Action Definitions and Customizing – Service (Optional) Task 1: Create a ##Service order and see whether you can display and issue a corresponding form. 1.

Create a service order of the type ##Service order for the customer ##Decot. You offer the customer 4 AU of the ##Maintenance service. a)

Choose Service Orders . Choose Create → Service Order. Choose ##Service order . Sold–To Party: ##Decot Product ID: ##Maintenance Choose ENTER .

2.

Display the relevant actions for the service order. Which entries are displayed in the corresponding assignment block? Does the list include the action Print Service Order Manually ? If necessary, schedule the action manually. What processing status does this action have? a)

You can see the action: Autom. IBase Update.

b)

No, the list does not include this action. Schedule the action manually. Choose Schedule New Actions . Select the Print Service Process Manually action. Choose Schedule .

c)

Choose Back . The status of the action is Processed.

3.

Display the print preview of the determined order confirmation. a)

Choose the Print Preview function at the top of the service order.


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Task 2: Use Customizing to analyze how automatic determination takes place for the Print Service Process Manually action. 1.

Which action profile is used by transaction type ZS## (##Service Order)? a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type Select the transaction type ZS##. Display the Details. The action profile is ZSERVICE_ORDER (IDES Service Order).

2.

Analyze this action profile. When is the action processed and the quotation form issued? a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Select the action profile ZSERVICE_ORDER. Display the details of the action definition ZSERVICEVORGANG(AUFTRAGGEBER). The processing time is Immediate Processing .

Task 3: You want to create an action profile for your ##Trade Fair Visit that helps you create a follow–up activity once the preceding activity is completed. 1.

Go to the IMG and use the wizard to 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 Name: BUS2000126 Choose Continue. Enter ZFOLLOWUP## as the action definition and Follow–up Activity ## as the description Choose Continue. Time of Processing: Immediate processing Schedule Automatically: Display in Toolbox: Continued on next page

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Changeable in Dialog: Executable in Dialog: Choose Continue. The action should not be partner–dependent. Choose Continue. Select Method Call. Choose Continue. Use the F4 help in the field Method to select method COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a container element with the create icon. Element: PROCESS_TYPE Description: Transaction type Short Description: Action Transaction Type Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Field: PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm and then select Aply entries. Choose Continue. Enter an appropriate text. Choose Continue. You do not want to use any conditions in the first step. Choose Continue twice. In the wizard, click Complete. a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Create Actions With Wizard Enter the data specified in the exercise.


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2.

Assign the action profile to transaction type ZB## (##Trade Fair Visit). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type Go to the details for transaction type ZB## and enter ZACTIONPROFILE## in the action profile field.

Task 4: Test your settings. 1.

Create a new activity of the type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action. a)

Enter a business partner and a description and go to the Actions tab page. Is the action scheduled yet? Choose Service Operations . Choose Create → Appointment. Choose ##Trade Fair Visit Description: Trade Fair Visit ## Account: ##Decot Choose ENTER . Go to the Scheduled Actions assignment block. Schedule the action. Choose Schedule New Actions Select your Follow-up Activity Sales Call ## action. Choose Schedule. Go back, save the activity and observe the transaction history.


Define a schedule condition for your Follow-up Activity ## action. Go to the IMG and start defining the condition. Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition. Continued on next page

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Expand the container object CRM Bus. Activity. Using the editor, form an expression User Status = Complete (status profile CRMACTIV). Transfer the condition and save it. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Conditions Double–click your action profile in the upper–left corner. Choose the Schedule Condition tab page. Choose Edit Condition. Click the hyperlink to create the condition. Open your current container object CRM Business Activity. Double-click User Status. Click the operator “=”. Call the input help (F4) in the Constant field. Enter status profile CRMACTIV. Choose status E0003 Complete and press Enter. Transfer and save the condition.

2.

Test your settings by creating another ##Trade Fair Visit. Can you schedule the action immediately after creating the transaction? Complete the trade fair visit by setting the status accordingly.


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Can you schedule the action now? a)

Choose Service Operations . Choose Create → Appointment. Choose ##Trade Fair Visit Description: Trade Fair Visit ## Account: ##Decot Choose ENTER . Go to the Scheduled Actions assignment block. Can you schedule the action immediately after creating the transaction? No, this is not yet possible because the activity does not have the correct status. Complete the trade fair visit by setting the status accordingly. In the Appointment Details assignment block, set the status to Completed . Can you schedule the action now? Yes, the action can now be scheduled.

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Lesson Summary You should now be able to: • Explain the options for processing actions

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Unit Summary

Unit Summary You should now be able to: • Explain the options for processing actions

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Unit 6 CRM Pricing Unit Overview Unit Objectives After completing this unit, you will be able to: • • • • •

Describe the Internet Pricing and Configurator (IPC) Understand the essential features of the condition technique Describe the pricing functions Make settings in pricing Customizing Carry out condition maintenance in SAP CRM

Unit Contents Lesson: Overview of Pricing...................................................204 Lesson: Condition Maintenance and Pricing Functions ...................216 Exercise 19: Condition Maintenance and Customizing – Sales......221 Exercise 20: Condition Maintenance and Customizing – Service (Optional) ....................................................................231

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Lesson: Overview of Pricing Lesson Overview This lesson gives a brief overview of how pricing works in CRM.

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

Describe the Internet Pricing and Configurator (IPC) Understand the essential features of the condition technique Describe the pricing functions Make settings in pricing Customizing

Business Example You want to familiarize yourself with pricing in the SAP CRM system.

Pricing Basics

Figure 60: Pricing and Tax Determination in SAP CRM

The Internet Pricing and Configurator is used for pricing in SAP CRM scenarios. Pricing information in the Internet (CRM Web Channel), CRM Enterprise and mobile clients (such as laptops) is processed by this component only (“one face to the customer”).

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Lesson: Overview of Pricing

The IPC is only switched off in the rare case of a SAP CRM implementation without any pricing or configuration functions. For more information, see SAP Note 702735.

Figure 61: IPC Implementation Scenarios

IPC implementation scenarios •

Scenarios without ERP integration: –

•

You set up pricing Customizing in SAP CRM and maintain the conditions there. This data is only available in SAP CRM and cannot be transferred to the SAP ERP system. Exception: Trade Promotion Management. – Naming convention: standard Customizing objects normally start with a digit. Scenarios with ERP integration: –

– – – –

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You set up pricing Customizing in the ERP system and maintain the conditions there. Both the Customizing and the master data can be transferred from the ERP system to SAP CRM via the CRM Middleware. You cannot change the transferred Customizing in SAP CRM. The transferred conditions cannot be changed in SAP CRM. However, you can declare exceptions. Naming convention: standard Customizing objects normally start with a letter. You use this scenario when you want to use ERP billing for certain CRM business transactions.


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Figure 62: Pricing Procedure

The pricing procedure defines the valid condition types and their calculation sequence in the transaction. The pricing procedure also defines the following: • • • •

Which subtotals are created and displayed on the pricing screens If a condition type is mandatory How far the manual processing of pricing is possible Which requirements must be fulfilled in order that a specific condition type is taken into account.

Pricing procedures are defined in Customizing. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Define Settings for Pricing → Create Pricing Procedure Pricing procedures have a source (CRM or R/3).

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Figure 63: Determination of Pricing Procedure

The determination of the pricing procedure must be set up manually. You can set a division, but it is not required (as is the case in SAP ERP). The following elements influence the determination of the pricing procedure: • • • • •

Sales organization Distribution channel Document pricing procedure (can be assigned to a transaction type) Customer pricing procedure (assignment in the business partner – sales area data – billing data) Division (optional)

The pricing procedure is determined in Customizing under the following path: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures

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Figure 64: Condition Types

The condition type determines the category of a condition and how it is used. The calculation type and the scale base type can be defined for each condition type. Each condition type can be set as an automatic surcharge or an automatic discount. Condition types are defined in Customizing under SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Define Settings for Pricing → Create Condition Types. Condition types have a source system (local = CRM or other system (such as R/3). SAP ERP condition types can be loaded into the SAP CRM system (Customizing download object CRM_PRC_CNDTYP). SAP CRM condition types cannot be loaded into the ERP system. Some ERP condition types cannot be used in SAP CRM. The term price element is used in the application instead of condition type.

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Figure 65: Access Sequence

An access sequence is a search strategy that the system uses to search for valid data in a specific condition type. It comprises one or more accesses that are each defined by specifying a condition table. The sequence of the accesses controls the priority of the individual condition records. The accesses tell the system where to start searching after a valid condition record. Create an access sequence for each condition type for which you create condition records. Access sequences are defined in Customizing: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Define Settings for Pricing → Create Access Sequences Condition types have a source system (local = CRM or another system (such as R/3).

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Figure 66: Condition Table

Condition table: a table that defines the combination of fields that an individual condition record consists of. The condition table consists of a combination of search and result fields. Condition records are always created using a specific key. Use tables to help you define the structure of condition record keys. The key fields of a condition table must appear together at the start of the table, in other words, non-key fields must not appear between any two key fields. Condition tables are defined in Customizing under the following path: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Define Settings for Pricing → Create Condition Tables. Name ranges for condition tables: SAP condition tables 001 – 500 created in the ERP system: SAP001 – SAP500 Customer condition tables 501 – 999 created in the ERP system: CUS501 – CUS999 SAP condition tables created in the CRM system: SAPxxxxx Customer condition tables created in the CRM system: CUSxxxxx

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Figure 67: Condition Technique

The system reads the first condition type of the pricing procedure and determines the assigned access sequence. This step, together with the following steps, is repeated for each condition type in the pricing procedure. The system reads the access sequence with the condition tables. The sequence of the condition tables forms the search strategy for determining the individual condition records. Each condition table contains the field combinations according to which the system should search in the condition records, for example business partner – product - price. The system searches for valid condition records for the condition tables. If the system does not find a valid condition record for the first condition table, it carries on and searches for a condition record for the next condition table. Once the system has found a valid condition record for a condition table, it makes the result available to pricing in the form of prices and discounts. If the search procedure contains more than one condition type, the system repeats the search for condition records for each condition type. In the SAP CRM system, the free goods, campaign and product determination functions are executed with the pricing mechanism (condition technique). Different kinds of condition groups – for example, prices, discounts, surcharges, freight or taxes – can be determined.

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Figure 68: Condition Records

Data about conditions is stored in condition records. You can limit a price agreement to a specific period. To do this, specify 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, markup, discount) can be maintained according to a value scale. You can specify an unlimited number of levels in a value scale.

Performance-Optimized Pricing With EhP1 for SAP CRM 7.0 it is possible to enable performance-optimized pricing. Caution: This functionality is part of business function CRM_PERFORMANCE which also contains other features related to performance optimization. After activating the business function CRM_PERFORMANCE, additional settings have to be made in customizing. Choose SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Performance-Optimized Condition Processing and Pricing

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Performance-optimized condition processing and pricing encompasses the following features that provide improved system reaction times during editing of business transactions. These functions are available for transaction types that are configured on the basis of the business objects (transaction categories) listed in SAP Note 1436942. •

New pricing interface: Configurable mapping between the transaction fields and condition fields allows you to set up pricing so that the system only calls the pricing engine for changed fields, based on the transaction's pricing procedure. You can continue to use the old pricing interface after you have activated this business function. Hint: Conversion to the new pricing can require some configuration effort and the reimplementation of Business Add-Ins (BAdIs), and should only be made after detailed analysis.

•

Delayed cross-item pricing: You can enable business users to postpone calculation of cross-item prices (where group conditions apply), thereby improving system reaction time during editing of transactions. When cross-item pricing is delayed, price calculations that require aggregated cross-item data are processed on item level only during transaction editing. This includes the calculation of taxes based on the gross transaction value, discounts and surcharges based on the total value of multiple items value (for example, total weight), and distribution of rounding differences. Business users can switch cross-item pricing on and off from the user interface (however, this option is not available with SAP Intellectual Property Management). When the user enables cross-item pricing again or saves the transaction, cross-item pricing takes place if necessary, that is, if price data is not up-to-date.

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Figure 69: Delayed Cross-Item Pricing

When cross-item pricing is delayed, price calculations that require aggregated cross-item data are processed on item level only during transaction editing. This includes the calculation of taxes based on the gross transaction value, discounts and surcharges based on the total value of multiple items value (for example, total weight), and distribution of rounding differences. Processing of structure conditions and manually-entered header conditions is also delayed. Business users can switch cross-item pricing on and off with the option More → Disable Cross-Item Pricing / Enable Cross-Item Pricing . When the user enables cross-item pricing again or saves the transaction, cross-item pricing takes place if necessary, that is, if price data is not up-to-date. When cross-item pricing is disabled, the following apply: • •

214

Price totals are not displayed in the transaction when a pricing-relevant change is made. On transaction header level, price conditions (Prices assignment block) and data in the Price Details assignment block cannot be changed.


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Lesson Summary You should now be able to: • Describe the Internet Pricing and Configurator (IPC) • Understand the essential features of the condition technique • Describe the pricing functions • Make settings in pricing Customizing

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Lesson: Condition Maintenance and Pricing Functions Lesson Overview This lesson goes into details of maintaining pricing related conditions in CRM.


Carry out condition maintenance in SAP CRM

Business Example You want to familiarize yourself with the pricing condition maintenance functions in the SAP CRM system.

Figure 70: General Condition Maintenance in the CRM WebClient UI

is available in the CRM WebClient UI. • • • •

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Log on with business role Sales Professional (SALESPRO) Choose Sales Operations → Search → Prices Enter Application, Price Maintenance Group and choose OK. Search for existing prices or create new prices.


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General condition maintenance in the SAP CRM system can also be called using the SAP GUI: SAP Menu → Master Data → Prices and Conditions → Maintain Conditions

Figure 71: Condition Maintenance

If you want to edit conditions for standard CRM business processes, enter CRM in the application field and a suitable (condition) maintenance group. You can merge the required condition types/condition tables using the condition maintenance groups in Customizing. In general condition maintenance, the context GCM allows you to make the corresponding selection of condition types/condition tables.

Figure 72: Condition Maintenance Groups and Contexts

A condition maintenance group bundles condition tables and types for condition maintenance. There is a special view in condition maintenance for this.

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The SAP CRM system contains general condition maintenance (GCM) as well as special maintenance contexts. In GCM, you can maintain the conditions that are in condition maintenance groups and which are assigned to the GCM maintenance context. You can define separate condition maintenance groups and the assignment of maintenance contexts in Customizing: SAP Implementation Guide→ Customer Relationship Management → Master Data → Conditions and Condition Technique → Condition Technique: Basics → Create Maintenance Group SAP Implementation Guide→ Customer Relationship Management → Master Data → Conditions and Condition Technique → Condition Technique: Basics → Define Maintenance Groups for Context

Figure 73: Pricing Analysis in Transactions: Example

You can carry out a pricing analysis. This is a log that gives you an overview of the transactions in automatic pricing. You can use this information to check how the individual pricing elements from the item are calculated in the system. The system displays information about each pricing transaction as well as the last pricing transaction that was carried out. This enables you to compare pricing transactions. This can be useful after failed searches or price changes. User parameter PRC_TRACE = X must be set. Otherwise the button to invoke the price trace is not available.

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Figure 74: Pricing: Functions

Differences between pricing in SAP CRM and SAP ERP: • • • • • •

• •

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The following condition types are not supported in SAP CRM: EK01, EK02, BO01 to BO05, AZWR, RL00, MW15, VRPS, EDI1, EDI2. Mass copying of condition records is not possible in SAP CRM. Change documents are not available in SAP CRM. Archiving of pricing conditions is not possible in SAP CRM. For technical reasons in SAP CRM, you cannot display the underlying condition record from condition maintenance in a transaction. Unlike SAP ERP, there are several pricing program runs in SAP CRM. This means that is also possible to compare different pricing runs. This might be useful after price changes or during an error search, for example. The pricing type cannot be predefined in SAP CRM when new pricing is started. Customer-specific SAP ERP formulas and requirements must be implement accordingly in SAP CRM (IPC).


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Figure 75: Tax Determination via TTE

If you create billing documents using CRM Billing, the taxes are determined via the Transaction Tax Engine. 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. To start the call of the Transaction Tax Engine, you need define the condition type 0TTE (for tax calculation and the net price) or 1TTE (for tax calculation and the gross price). We recommend that you use the 0CRM01 pricing procedure. As of SAP CRM 4.0, there is a persistent tax document. This document is stored permanently in the system and can be accessed at all times. The persistent tax document comprises all input and output data for a particular TTE tax determination and calculation. The simulation transaction TTE_SIMULATION supports: Testing of all Customizing parameters Testing of all tax calculation results Saving of documents

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Exercise 19: Condition Maintenance and Customizing – Sales Exercise Objectives After completing this exercise, you will be able to: • Maintain conditions in the CRM system • Perform certain basic Customizing settings related to pricing in transactions

Business Example You want to set up your sales and service transactions so that when transactions are processed, pricing is carried out and the relevant pricing elements are found for each business transaction. In addition, you want to familiarize yourself with condition maintenance in CRM.

Task 1: Conditions and condition maintenance in the CRM system 1.

Create a sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces. Hint: Choose Business Role Sales Professional

2.

Check the item details of the transaction to see whether the system has found a customer discount. Note: Display the assignment block Price Details on item level.

3.

Can you enter the price element Customer Discount with a value of 5% manually?

4.

In the future the customer ##Megastore should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year. Maintain a condition master record in the CRM system accordingly. Note: Sales Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU) Sales area: Sales US; 30; 00 Continued on next page

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Create another sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces. Is the customer discount found automatically? Save the transaction and note the number. _______________

Task 2: Customizing Pricing 1.

What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise? Influencing factor 1______________________________________ Origin: ___________________________________________ Influencing factor 2______________________________________ Origin: ___________________________________________ Influencing factor 3______________________________________ Origin: ___________________________________________ Influencing factor 4______________________________________ Origin: ___________________________________________ Influencing factor 5______________________________________ Origin: ___________________________________________

2.

Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignmnet table in Customizing.

Task 3: Set up a new condition maintenance group in Customizing. 1.

You want to display the customer-specific material price, which you created in ERP (condition type PR00), in the general condition maintenance. To do this, set up a separate condition maintenance group – ZCMG## (maintenance group ##) – containing the corresponding condition table/condition type. Use a suitable description. Specify that this condition maintenance group is in the GCM (general condition maintenance) context.


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In general condition maintenance, check whether you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##.


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Solution 19: Condition Maintenance and Customizing – Sales Task 1: Conditions and condition maintenance in the CRM system 1.

Create a sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces. Hint: Choose Business Role Sales Professional a)

Choose Sales Cycle . Choose Create → Sales Order . Choose Sales Process . Sold-To Party: ##Megastore. External Reference: Pricing ## . Product ID: HT-1010 Quantity: 10

2.

Check the item details of the transaction to see whether the system has found a customer discount. Note: Display the assignment block Price Details on item level. a)

Choose the Edit icon next to the item that you have just created in the Items assignment block. In the item details, open the Price Details assignment block. The list of displayed price elements does not include a Customer Discount entry.

3.

Can you enter the price element Customer Discount with a value of 5% manually? a)

Choose Add. Price Element: Customer Discount In the column Price enter 5. The minus sign (–) is added automatically. Choose Back and save the transaction. Continued on next page

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4.

In the future the customer ##Megastore should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year. Maintain a condition master record in the CRM system accordingly. Note: Sales Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU) Sales area: Sales US; 30; 00 a)

Sales Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount Choose OK. Choose New. Price Type: Customer Discount Choose OK. Sales Organization: Sales US Distribution Channel: 30 Division: 00 Sold-To Party: Amount: 3 Valid From: Today Valid To: End of year Choose Back. Save your data.

5.

Create another sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces. Is the customer discount found automatically? Save the transaction and note the number.


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_______________ a)

Choose Sales Cycle . Choose Create → Sales Order . Choose Sales Process . Sold-To Party: ##Megastore. External Reference: Pricing ## . Product ID: HT-1010 Quantity: 10 Choose the icon next to the item that you have just created in the Items assignment block. In the item details, open the Price Details assignment block. Is the customer discount found automatically? The list of displayed price elements now includes the customer discount entry. Save the transaction and note the number. _______________


What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise? Influencing factor 1______________________________________ Origin: ___________________________________________ Influencing factor 2______________________________________ Origin: ___________________________________________ Influencing factor 3______________________________________ Origin: ___________________________________________ Influencing factor 4______________________________________ Origin: ___________________________________________ Influencing factor 5______________________________________ Origin: ___________________________________________ Continued on next page

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a)

The determination of the pricing procedure can be influenced by the following factors: Influencing factor 1: Sales organization Specific value: Sales US (O 50000609) Origin: Assignment block: Organizational Data Influencing factor 2: Distribution channel Specific value: Internet Sales (30) Origin: Assignment block: Organizational Data Influencing factor 3: Division Specific value: – Origin: Assignment block: Organizational Data Influencing factor 4: Document pricing procedure Specific value: CRM (9) Origin: Transaction type [ZSAL] Influencing factor 5: Customer Pricing Procedure Specific value: Standard (1) Origin: Account

––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Additional information for influencing factors 1-3 The organizational data is found in the Organization Data assignment block in the details of the transaction. Additional information for influencing factor 4 (document pricing procedure) Choose Architecture and Technology → Configuration → Customizing . Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Select entry ZSAL and choose Details . In the dialog structure, double-click Assignment of Business Transaction Categories . Continued on next page

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Select the Sales transaction category and double–click Customizing header in the dialog structure. The document pricing procedure is CRM (9). Additional information for influencing factor 5 (customer pricing procedure) Choose Account Management . Choose Search → Accounts . Search for acount ##Megastore. Open the Sales Area Data assignment block for the account ##Megastore. Choose edit action (

) for the sales area.

US Sales & Service; Internet Sales; – The customer pricing procedure is Standard (1). 2.

Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignmnet table in Customizing. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures Choose Position . Sales Organization ID: O 50000609 (Use the input help) Distribution Channel: 30 Division: < > Document Pricing Procedure: 9 Customer Pricing Procedure: 1 Choose ENTER . The pricing procedure found is 0CRM01.


You want to display the customer-specific material price, which you created in ERP (condition type PR00), in the general condition maintenance. To do this, set up a separate condition maintenance group – ZCMG## (maintenance group ##) – containing the corresponding condition table/condition type. Use a suitable description. Continued on next page

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Specify that this condition maintenance group is in the GCM (general condition maintenance) context. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Techniquie → Condition Technique: Basics → Create Maintenance Group Choose New Entries. Maintenance group: ZCMG## Description: Maintenance group ## Confirm your entry, select it and choose Condition Maintenance Group: Detail in the dialog structure on the left. Choose New Entries . Counter: 1 Application: CRM Usages: PR Condition table: SAP305 Condition Type: PR00 Description: Customer Material Price ERP ## Save your entries. SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Techniquie → Condition Technique: Basics → Define Maintenance Groups for Context Maintenance context: GCM Choose New Entries. Group: ZCMG## Save your entries.


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In general condition maintenance, check whether you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##. a)

Sales Operations → Prices Application: Sales/Service Price Maintenance Group: Maintenance Group ## Choose OK. Enter the following search criteria: Price Element: PR00 Sold-to Party: 3271 Choose Search. Customer specific price elements (condition records) for account 3271 are displayed. However, it is not possible to change the master record because it was transferred from the ERP system and is not intended for processing in the SAP CRM system.

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Exercise 20: Condition Maintenance and Customizing – Service (Optional) Exercise Objectives After completing this exercise, you will be able to: • Maintain conditions in the CRM system • Perform certain basic Customizing settings related to pricing in transactions

Business Example You want to set up your sales and service transactions so that when transactions are processed, pricing is carried out and the relevant pricing elements are found for each business transaction. In addition, you want to familiarize yourself with condition maintenance in CRM.

Task 1: Conditions and condition maintenance in the CRM system 1.

Create a service order of the type ##Service order with the account ##Decot and enter the product ##Maintenance with a quantity of 2 AU. Hint: Use Business Role Service Professional

2.

Check the item details of the transaction to see whether the system has found a Customer Discount price element. Hint: Display the assignment block Price Details on item level.

3.

Can you enter the price element Customer Discount with a value of 5% manually?

4.

In the future your customer ##Decot should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year. Maintain a condition master record in the CRM system accordingly. Note: Service Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU) Sales area: Sales US; 30; 00 Continued on next page

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Create another service order of the type ##Service Order with the account ##Decot and enter the product ##Maintenance with a quantity of 2 AU. Is the customer discount found automatically? Save the transaction and note the number. _______________


What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise (1–1)? Influencing factor 1______________________________________ Origin: ___________________________________________ Influencing factor 2______________________________________ Origin: ___________________________________________ Influencing factor 3______________________________________ Origin: ___________________________________________ Influencing factor 4______________________________________ Origin: ___________________________________________ Influencing factor 5______________________________________ Origin: ___________________________________________

2.

Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignment table in Customizing.


You want to display a customer (condition type PR00)) in a condition maintenance group that is set up specifically for this purpose. To do this, set up a separate condition maintenance group – ZCMG## (maintenance group ##) – containing the corresponding condition table/condition type. Use a suitable description. Specify that this condition maintenance group is in the GCM (general condition maintenance) context.


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In general condition maintenance, check whether you can display condition master records of condition type PR00 in condition maintenance group ZCMG##.


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Solution 20: Condition Maintenance and Customizing – Service (Optional) Task 1: Conditions and condition maintenance in the CRM system 1.

Create a service order of the type ##Service order with the account ##Decot and enter the product ##Maintenance with a quantity of 2 AU. Hint: Use Business Role Service Professional a)

Choose Service Orders . Choose Create → Service Order . Choose ##Service order . Sold–To Party: ##Decot External Reference: Pricing ## . Product ID: ##Maintenace Quantity: 2

2.

Check the item details of the transaction to see whether the system has found a Customer Discount price element. Hint: Display the assignment block Price Details on item level. a)

Choose the Edit icon next to the item that you have just created in the Items assignment block. In the item details, open the Price Details assignment block. The list of displayed price elements does not include a customer discount entry.

3.

Can you enter the price element Customer Discount with a value of 5% manually? a)

Choose Add. Price Element: Customer Discount In the column Price enter 5. The minus sign (–) is added automatically. Choose Back and save the transaction. Continued on next page

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4.

In the future your customer ##Decot should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year. Maintain a condition master record in the CRM system accordingly. Note: Service Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU) Sales area: Sales US; 30; 00 a)

Service Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount Choose OK. Choose New. Price Type: Customer Discount Choose OK. Sales Organization: IDES TR Distribution Channel: 10 Division: 00 Sold-To Party: Amount: 3 Valid From: Today Valid To: End of year Choose Back. Save your data.

5.

Create another service order of the type ##Service Order with the account ##Decot and enter the product ##Maintenance with a quantity of 2 AU. Is the customer discount found automatically? Save the transaction and note the number.


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_______________ a)

Choose Service Orders . Choose Create → Service Order. Choose ##Service order . Sold–To Party: ##Decot External Reference: Pricing ## . Product ID: ##Maintenance Quantity: 2 Choose the Edit icon next to the item that you have just created in the Items assignment block. In the item details, open the Price Details assignment block. Is the customer discount found automatically? The list of displayed price elements now includes the Customer Discount entry. Save the transaction and note the number. _______________


What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise (1–1)? Influencing factor 1______________________________________ Origin: ___________________________________________ Influencing factor 2______________________________________ Origin: ___________________________________________ Influencing factor 3______________________________________ Origin: ___________________________________________ Influencing factor 4______________________________________ Origin: ___________________________________________ Influencing factor 5______________________________________ Origin: ___________________________________________ Continued on next page

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a)

The determination of the pricing procedure can be affected by the following factors: Influencing factor 1: Sales organization Specific value: IDES TR (O 50005807) Origin: Assignment block: Organizational Data Influencing factor 2: Distribution channel Specific value: Final customer sales (10) Origin: Assignment block: Organizational Data Influencing factor 3: Division Specific value: –– Origin: Assignment block: Organizational Data Influencing factor 4: Document pricing procedure Specific value: SP : Contract (S) Origin: Transaction type [ZS##] Influencing factor 5: Customer Pricing Procedure Specific value: Standard (1) Origin: Account

––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Additional information for influencing factors 1-3 The organizational data is found in the Organization Data assignment block in the details of the transaction. Additional information for influencing factor 4 (document pricing procedure) Choose Architecture and Technology → Configuration → Customizing . Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Select entry ZS## and click on the Details icon ((

).

In the dialog structure, double–click Assignment of Business Transaction Categories . Continued on next page

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Select the Sales transaction category and double–click Customizing header in the dialog structure. The document pricing procedure is called SP : Contract (S). Additional information for influencing factor 5 (customer pricing procedure) Choose Accounts & Products. Choose Search → Accounts. Search for account ##Decot. Open the Sales Area Data assignment block for the account ##Decot. Choose edit action (

)for the sales area.

[IDES CRM Training Company; Final customer sales; –] The customer pricing procedure is Standard (1). 2.

Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignment table in Customizing. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures Choose Position . Sales Organization ID: O 50005807 (Use the input help) Distribution Channel: 10 Division: < > Document Pricing Procedure: S Customer Pricing Procedure: 1 Choose ENTER . The pricing procedure found is 0CRM02.


You want to display a customer (condition type PR00)) in a condition maintenance group that is set up specifically for this purpose. To do this, set up a separate condition maintenance group – ZCMG## (maintenance group ##) – containing the corresponding condition table/condition type. Use a suitable description. Continued on next page

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Specify that this condition maintenance group is in the GCM (general condition maintenance) context. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → and Condition Technique → Condition Technique: Basics → Create Maintenance Group Choose New Entries. Maintenance group: ZCMG## Description: Maintenance group ## Confirm your entry, select it and choose Condition Maintenance Group: Detail in the dialog structure on the left. Choose New Entries. Counter: 1 Application: CRM Usages: PR Condition table: SAP305 Condition Type: PR00 Description: Customer–spec. Material price ## Save your entries. SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Technique → Condition Technique: Basics → Define Maintenance Groups for Context Maintenance context: GCM Choose New Entries. Group: ZCMG## Save your entries.


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In general condition maintenance, check whether you can display condition master records of condition type PR00 in condition maintenance group ZCMG##. a)

Service Operations → Prices Application: Sales/Service Price Maintenance Group: Maintenance Group ## Choose OK. Enter the following search criteria: Price Element: PR00 Sold-to Party: 3271 Condition Type: PR00 Choose Search. Customer specific price elements (condition records) for account 3271 are displayed. However, it is not possible to change the master record because it was transferred from the ERP system and is not intended for processing in the SAP CRM system.

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Lesson Summary You should now be able to: • Carry out condition maintenance in SAP CRM

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Unit Summary

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Unit Summary You should now be able to: • Describe the Internet Pricing and Configurator (IPC) • Understand the essential features of the condition technique • Describe the pricing functions • Make settings in pricing Customizing • Carry out condition maintenance in SAP CRM

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Unit 7 CRM Billing Unit Overview Unit Objectives After completing this unit, you will be able to: • • • •

Understand the usage of CRM Billing Explain the billing process Describe the structure of billing documents Name the Customizing settings relevant for CRM Billing

Unit Contents Lesson: Overview of CRM Billing .............................................244 Lesson: Customizing CRM Billing ............................................254 Exercise 21: Creating Billing Documents – Sales......................261 Exercise 22: Creating Billing Documents – Service (Optional).......269

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Lesson: Overview of CRM Billing Lesson Overview This lesson provides an overview of the billing process in SAP CRM.


Understand the usage of CRM Billing Explain the billing process Describe the structure of billing documents

Business Example You want to use CRM Billing to invoice service transactions and customer orders. You need to familiarize yourself with the general concepts of CRM Billing.

Usage of CRM Billing and System Landscape

Figure 76: Recommendations for Usage of CRM Billing

We recommend to use CRM Billing when one of the prerequisites mentioned on the above slide applies. CRM Billing is optional for customers who already utilize ERP Billing and who do not implement specific CRM scenarios (as mentioned on the slide above).

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Lesson: Overview of CRM Billing

Figure 77: System Landscape

In SAP CRM, you can issue invoices for various business transactions. These include invoices for: Service contracts, service orders, service confirmations, complaints and other CRM service related documents Sales orders (with or without reference to delivery). You can use CRM Billing to combine service order items and sales order items in the invoices. This simplifies communication with your customers. If you want to invoice only CRM sales orders and you are currently using SAP Sales and Distribution (SAP SD), you have the option of using either SD Billing or CRM Billing. You should normally use CRM Billing to invoice contracts, service orders, confirmations and complaints. The ERP component SAP FI-AR (accounts receivable accounting) or FI-CA (Contract Accounts Receivable and Payable) must be implemented if you wish to post billing documents in financial accounting. The billing component in SAP CRM is a billing engine application that is generated beforehand. When you make Customizing settings for billing, make these for the CRM Billing application.

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Billing Process

Figure 78: Process Overview

During Input processing, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. As of CRM Release 5.0, you can use an external interface to copy data from non-SAP systems to the CRM Billing due list. It supports the formats IDoc; XML SOAP via HTTP; XML via SAP NetWeaver Exchange Infrastructure For more information, see the documentation for function module CRMXIF_BEA_DL_CRMB_SAVE. If possible during Billing, the system groups related billing due list items from different CRM business transactions into a joint billing document. The billing due list can process due list items as part of an individual billing or as part of collective billing. It is also possible to perform the execution in the background. Output processing consists of invoice output, the transfer to SAP Financials, and retrieval in SAP BI. The output is performed using SAP Smart Forms. The posting of billing data takes place either in SAP FI-AR or in SAP FI-CA. CRM Billing provides all relevant billing data for statistical reports (BI Content).

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Figure 79: Input Processing

When you save a business transaction in which at least one item is relevant to billing, the system automatically transfers the data from this billing request item to the billing due list in CRM Billing. CRM Billing uses the data from Customizing to determine the item category in 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 billing is not possible without the item categories (the billing due list is incomplete). CRM Billing saves all successfully processed and completed data as billing due list items. You can search for billing due list items using various selection criteria. You can display the details of each billing due list item. There are two ways of setting a billing block: You give the business transaction item billing block status. The billing item category is blocked for billing by the corresponding indicator.

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Figure 80: Billing Process

As a sub process of general billing, CRM Billing transfers billing due list items to billing document items and assigns these to the billing document headers. Therefore, billing documents (for example, invoices, credit memos and debit memos) are created from items which come from a wide range of CRM business transactions. Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billing document type, billing date, terms of payment and the Split Criteria field. You can also influence the split criteria using the copying requirements. To do so, follow the Customizing path: SAP Implementation Guide → Customer Relationship Management → Billing → Define Copying Requirements.

Figure 81: Billing Documents

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Billing documents are not exchanged between the CRM and ERP systems. As long as the invoices have not been transferred to accounting, you can make certain changes to the invoices (such as changing the value date, the prices and texts). CRM invoices generate the sales data for the rebate. You can cancel individual billing documents and also execute collective cancellations. The system transfers cancellation information to financial accounting automatically.

Figure 82: Billing Execution

Perform billing in the SAP GUI if You are using variants to perform collective billing. Variants are a group of predefined selection criteria for billing.

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Figure 83: Output Processing

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: Output of invoicing documents through different output media (for example, printer, fax, e-mail or external output management systems) Transfer of billing data to a range of SAP ERP accounting applications Provision of data for SAP Business Information Warehouse (SAP BI) Connection of any non-SAP application to the external interface of CRM Billing – You can find more information about connection under Interfaces for connecting to external systems. CRM Billing allows you to issue invoices in the following output methods: printer, fax, e-mail, archive, and external printing channels (via the XML interface in CRM Billing). Smart Forms process the invoice in the layout you require. The formation of a specific invoice depends on the billing type of the corresponding action (for example invoices, credit memos, debit memos or cancellation documents). You can monitor the transfer to accounting (status; error handling). You can carry out the transfer to accounting separately (at a later point in time). You can set up account determination either simply or flexibly (condition technique).

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Additional Billing Topics

Figure 84: Billing Plans

You use billing plans to schedule individual dates for billing for a product or service, independent of the product delivery or provision of the service. You can either bill the same amount at regular intervals (periodic billing plan) or bill different amounts at specified dates that have been predefined (milestone billing plan). The billing plan specifies when a certain amount is invoiced. Service contracts and leasing scenarios in particular use billing plans. You set up billing plan types and billing plan determination in Customizing:

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SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Billing Plan Hint: With EhP1 for SAP CRM 7.0 a new technique is available for periodic billing. This technique improves system performance during editing of contracts (for which periodic billing is applicable). In particular, performance is improved for contracts with a large number of items (although it is also improved, but to a lesser extent, for contracts with fewer items). Rather than generating a billing request item in each settlement period, as a subitem of each billable item, the system generates one billing request line within each item in each settlement period. Billing request lines can be processed significantly faster than billing request items. In SAP CRM, billing request lines can be used in parallel with billing request items; you can begin using the new technique for new business transactions while existing transactions use the old technique. Billing request lines are available once business function CRM_PERFORMANCE has been activated. For more details on the business function, prerequisites and billing request lines, please refer to the corresponding documentation in the Online Help.

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Lesson Summary You should now be able to: • Understand the usage of CRM Billing • Explain the billing process • Describe the structure of billing documents

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Lesson: Customizing CRM Billing Lesson Overview This lesson goes into details of customizing the billing process in SAP CRM.


Name the Customizing settings relevant for CRM Billing

Business Example You want to use CRM Billing to invoice service transactions and customer orders. You need to familiarize yourself with the relevant Customizing settings.

Figure 85: Customizing Organizational Data

You need to specify which units are responsible for creating billing documents in your organization. Billing units can be sales organizations, service organizations, or vendors in intercompany billing scenarios. The billing unit (BU) is a CRM business partner that has the role Billing Unit. For more information, see the IMG documentation: SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Units The billing unit can be defined separately and independently of the sales or service organization.

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You can assign more than one sales organization to a billing unit (cross-sales organization billing) Billing units are assigned uniquely to company codes.

Figure 86: Billing Document Customizing

In order to use all CRM Billing functions, you must maintain all the activities in the Implementation Guide under the Billing node. To find the billing node, choose the following path in the Implementation Guide: Customer Relationship Management → Billing. Under Define Billing Types, determine the billing types for CRM Billing. A billing type specifies a billing document's characteristics and properties. The billing type attributes determine how the system behaves during billing. Under Define Billing Item Categories , enter the item categories for CRM Billing. The item category determines the properties and characteristics of the billing due list items and the billing items. The item category attributes specify how the system behaves during input processing and billing. Under Item Category Determination, make the settings for item category determination in CRM Billing. Item category determination is used to define the item category for CRM Billing using data from CRM business transactions. There are two ways of doing this: In the Assign Item Categories activity, you can assign the item category in CRM Billing to a specific combination of transaction type (process type of source application) and an item category of the relevant CRM business transaction.

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Figure 87: Example: Customizing of the Service Confirmation

This figure shows extracts from standard SAP CRM Customizing. The example shows the confirmation of a service order with three typical items that are not relevant for billing. A confirmation transaction is created with other item types as a follow-up transaction. In the example, the (transaction) item types of the confirmation are set as relevant for billing. In standard systems, the billing relevance is set to Transaction-related billing after completion. In this situation, it is necessary to complete the confirmation and the service order for billing. You also then use the Release for Billing function. If the billing relevance is set to Order-related billing acc. to order quantity, the billing due list is created when the confirmation is completed. In billing Customizing, the “determination” is set by the billing item categories. In the example, item category SCN is determined. If required, an enhanced item category determination can be set up in Customizing. The default value for the billing type is stored in the details of billing item category SCN. This is F2SV in the example. Note that the contents of the pricing procedure of the transaction to be billed must match the pricing procedure of the billing type (ideally they should be the same). You can ensure that this is the case by setting the “Copy Pricing Procedure” indicator for the billing type. If you do this, you do not have to assign a pricing procedure to the billing type.

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Figure 88: Example: Customizing of a Delivery-Related Sales Order

The example on this figure and the next illustrates a distribution-relevant CRM sales order (the replicated ERP sales order is not shown on this page) with delivery processing in the ERP system. Billing takes place in the CRM system. Hint: Note: The transaction types and transaction item categories that are shown here are different from those in standard systems. The transaction item category of the CRM sales order is set a relevant for (CRM) billing. Standard CRM systems contain the billing relevancies Delivery-Related Billing [F] and Delivery-Related Billing – No Zero Quantities [G]. In this situation, an invoice requires two entries in billing item category determination. Note that the (first) billing item category that is found and which is generated by the CRM order item is flagged as a dependent item. This billing due list item cannot be selected in the billing due list. After successful delivery processing (and goods issue posting), a second billing due list item is generated which may then be invoiced. Note that the price determination settings and price conditions must be maintained in CRM when delivery-related CRM Billing is used.

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Figure 89: Billing Due List During Delivery-Related CRM Billing

The CRM sales order displayed above generates a (first) billing due list item. After further processing in the ERP system, delivery processing generates a second billing due list item. When you set the Dependent Item indicator in Customizing for CRM Billing, you can define billing item categories so that the billing due list items which they contain from the data transfer are dependent on another business transaction. Only the data of this business transaction that is transferred later can be billed. So, for example, order item TAND is a dependent item which cannot be selected in the billing due list. If the delivery occurs in the ERP system and delivery item TAN is transferred to CRM Billing, item TAN can be billed. Note: A special setting can be made to change the underlying system configuration of CRM. This setting is from Service Parts Management (SPM) and there are certain minimum system requirements for its use. When this setting is made, new sales orders are no longer transferred from SAP CRM to SAP ERP. Instead, unchecked deliveries are created immediately in SAP ERP. An unchecked delivery is a delivery document that contains requested delivery dates and quantities that were transferred from the sales order. In a subsequent program run in the background, SAP ERP converts the unchecked deliveries into checked deliveries.

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Figure 90: Additional Customizing Settings

In service-related Customizing, you make settings for the services in CRM Billing: pricing, partner processing, text processing, and action processing. 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.

Figure 91: Configuring the Billing Application

The billing engine framework enables you to adjust the CRM Billing invoice application flexibly.

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For details of the additional functions in the context of CRM Billing, see SAP Implementation Guide → Customer Relationship Management → Billing → Configure Application Caution: Some of the features require that they are enabled in the billing configuration and that the relevant business function (CRM_SLS_SRV_1) is activated! The list of additional billing functions contains numerous entries, for example •

Intercompany Billing: You use this function to generate invoices between units within a corporate group. You need to do this if the unit that receives an order does not deliver the product, but the product is instead delivered by another unit that is within the same organization but in a different company code. Single- and multi-level intercompany billing as well as intercompany payables are supported features.

•

•

•

260

Currency conversion: Currency conversion in SAP CRM billing takes place if a sales or service transaction was created in a transaction currency that has expired (is no longer a legal means of exchange) on the billing document creation date Data Retention Tool extended (DARTX): You can use DARTX to extract and retain the SAP CRM data that is needed to support your individual tax audit requirements. The data set that is supported in the standard offering of DARTX is intended as a subset of the data that is needed by your company for audit compliance. Therefore, as a prerequisite to the implementation of DARTX, it is first necessary to plan your company-specific data needs. Since neither logistics nor financial accounting data is available in SAP CRM, it is also necessary to plan a data retention strategy for audit-relevant data in SAP ERP. Access Control Engine (ACE) enablement: billing documents, billing due list items, rebate due list items, rebate settlements and rebate extracts (in SAP GUI) now are ACE enabled.


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Exercise 21: Creating Billing Documents – Sales Exercise Objectives After completing this exercise, you will be able to: • Understand the organizational units needed for billing and the assignments of these units • Work with the billing due list and create individual billing documents • Carry out certain necessary Customizing settings to set up CRM Billing

Business Example You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

Task 1: Relevant organizational data for CRM Billing. 1.

Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers. Hint: Use Business Role Sales Professional Note: Search for accounts that have the role Billing Unit.

2.

Check Customizing to see which of these billing units was assigned to the sales organization Sales US.

3.

Check Customizing to see which company code is assigned to the billing unit.

Task 2: Create a new sales order of the type Sales Process (ZSAL) for the customer ##Megastore and the product HT-1000 (1 piece) then maintain it in the ERP system. 1.

Create the sales order in the CRM system and check whether it was transferred to the ERP system. Save the order and note the number. __________________ Continued on next page

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Call the ERP system and perform the following logistical follow-up functions. (a) Deliver your order. Note: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order Make a note of the delivery number. _____________ (b) Pick the outbound delivery. Note: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Picking → Create Transfer Order→ Single Document Alternative access from the delivery itself: Menu: Subsequent Functions → Picking Note the delivery number if it has not yet taken place. _____________

3.

Check the CRM system to see whether your transaction is in the billing due list.

4.

Post the goods issue for your outbound delivery in the ERP system.

5.

Check the CRM system again to see whether your transaction is in the billing due list.

6.

Create a billing document for your entry/transaction. _____________

7.

Are accounting documents generated in the ERP system?

Task 3: Check the relevant Customizing for CRM Billing. 1.

Check the Billing-relevance indicator for the item category ZSAL (which was determined in your transaction). Continued on next page

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2.

Find out which billing item category is assigned to your source process category LF (Delivery) in source item category ZSAL.

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Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed?


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Solution 21: Creating Billing Documents – Sales Task 1: Relevant organizational data for CRM Billing. 1.

Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers. Hint: Use Business Role Sales Professional Note: Search for accounts that have the role Billing Unit. a)

Choose Account Management. Choose Search → Accounts. Role is: Billing Unit Choose Search (ENTER). If your search is successful: Numbers of the billing units: 407491, 401013, 400021, 408800, 33, 405890, 406383 and possibly others also.

2.

Check Customizing to see which of these billing units was assigned to the sales organization Sales US. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Billing Units to Sales Organizations Billing Unit 33 is assigned to sales organization O 50000609 (Sales US).

3.

Check Customizing to see which company code is assigned to the billing unit. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Company Codes to Billing Units Company Code 3000 is assigned to Billing unit 33.


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Task 2: Create a new sales order of the type Sales Process (ZSAL) for the customer ##Megastore and the product HT-1000 (1 piece) then maintain it in the ERP system. 1.

Create the sales order in the CRM system and check whether it was transferred to the ERP system. Save the order and note the number. __________________ a)

Choose Sales Cycle. Choose Create → Sales Order. Choose Sales Process. Sold-To Party:

##Megastore

External Reference:

Billing##

Product ID:

HT-1000

Quantity:

1

Save the order and note the number. __________________ 2.

Call the ERP system and perform the following logistical follow-up functions. (a) Deliver your order. Note: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order Make a note of the delivery number. _____________ (b) Pick the outbound delivery. Note: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Picking → Create Transfer Order→ Single Document Alternative access from the delivery itself: Menu: Subsequent Functions → Picking


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Note the delivery number if it has not yet taken place. _____________ a)

Deliver your order. SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order Shipping point:

3800

Selection date:

one week from today

Order:

Your order number

Choose Continue. Save the outbound delivery. ___________ b)

Pick the outbound delivery. SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Picking → Create Transfer Order → Single Document Warehouse Number:

038

Delivery:

Your delivery number

Foreground/Background:

Background

Adopt Pick Quantity:

1

Choose Continue. The transfer order is created. 3.

Check the CRM system to see whether your transaction is in the billing due list. a)

In the CRM WebClient UI: Choose Billing. Choose Search → Billing Due List Items. Sold-To Party ID: Number of ##Megastore. Choose Search. There is no entry for your process because goods issue for the outbound delivery has not yet been posted. Continued on next page

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4.

Post the goods issue for your outbound delivery in the ERP system. a)

SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Change → Single Document Delivery: Your delivery number Without going to the details of the delivery you choose Post Goods Issue.

5.

Check the CRM system again to see whether your transaction is in the billing due list. a)

Choose Billing. Choose Search → Billing Due List Items. Payer ID: Number of ##Megastore Choose Search. Now there will be an entry with your delivery number.

6.

Create a billing document for your entry/transaction. _____________ a)

Select the line with your entry. Choose Individual Billing. Choose Continue. Choose Save. _____________

7.

Are accounting documents generated in the ERP system? Answer: Yes, accounting documents are generated automatically in this situation. Use the hyperlink in the billing due list to go to the details of the billing document that you have just created. Alternatively choose Billing followed by Search → Billing Documents. In the details of the billing document, an Accounting document entry is displayed in the Follow-Up Transactions assignment block. Choose the hyperlink and, if necessary, log on with the user data of the ERP system.


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Check the Billing-relevance indicator for the item category ZSAL (which was determined in your transaction). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Define Billing Relevance of Item Categories Go to item category ZSAL. Billing relevance: Delivery-Related Billing. Note: The corresponding ERP item type in the sales order has billing relevance Q (delivery-related CRM billing).

2.

Find out which billing item category is assigned to your source process category LF (Delivery) in source item category ZSAL. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories Choose CRMB (CRM Billing). Go to the line with Source Process Category LF and Source Item Category ZSAL. Billing item category ZDEL is assigned.

3.

Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed? Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories Choose CRMB (CRM Billing). Take a look at the details for item category ZDEL. The billing type Invoice (F2) is the default value. The billing block indicator is not set; in other words, invoices do not have to be released before billing can take place.

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Exercise 22: Creating Billing Documents – Service (Optional) Exercise Objectives After completing this exercise, you will be able to: • Understand the organizational units needed for billing and the assignments of these units • Work with the billing due list and create individual billing documents • Carry out certain necessary Customizing settings to set up CRM Billing

Business Example You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

Task 1: Relevant organizational data for CRM Billing. 1.

Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers. Hint: Use Business Role Service Professional Note: Search for accounts that have the role Billing Unit.

2.

Check Customizing to see which of these billing units was assigned to the sales organization Sales US.

3.

Check Customizing to see which company code is assigned to the billing unit.

Task 2: Create a service confirmation of the type Confirmation (ZSEC) for customer ##Megastore with product SRV1_4 (2 AU) and the executing service employee Lou Windham. Enter a duration of 60 minutes. 1.

Create the confirmation in the CRM system and complete it by setting the relevant status. Save the confirmation and note the number. __________________ Continued on next page

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2.

Create a billing document for your confirmation.

3.

Are accounting documents generated in the SAP ERP system?

Task 3: Check the relevant Customizing for CRM Billing.

270

1.

Check the Billing-relevance indicator for the item category SVCP (which was determined in your transaction).

2.

Find out which item category for billing is assigned to your source transaction category ZSEC (Confirmation) and source item category SVCP.

3.

Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed?


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Solution 22: Creating Billing Documents – Service (Optional) Task 1: Relevant organizational data for CRM Billing. 1.

Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers. Hint: Use Business Role Service Professional Note: Search for accounts that have the role Billing Unit. a)

Choose Accounts & Products. Choose Search → Accounts. Role is: Billing Unit Choose Search (ENTER). If your search is successful: Numbers of the billing units: 407491, 401013, 400021, 408800, 33, 405890, 406383 and possibly others also.

2.

Check Customizing to see which of these billing units was assigned to the sales organization Sales US. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Billing Units to Sales Organizations Billing Unit 33 is assigned to sales organization O 50000609 (Sales US).

3.

Check Customizing to see which company code is assigned to the billing unit. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Company Codes to Billing Units Company Code 3000 is assigned to Billing unit 33.


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Task 2: Create a service confirmation of the type Confirmation (ZSEC) for customer ##Megastore with product SRV1_4 (2 AU) and the executing service employee Lou Windham. Enter a duration of 60 minutes. 1.

Create the confirmation in the CRM system and complete it by setting the relevant status. Save the confirmation and note the number. __________________ a)

Choose Service Orders. Choose Create → Service Confirmation. Choose Confirmation. Description:

CRM Billing ##

Sold-To Party:

##Megastore

Executing Service Employee:

400440 (Lou Windham)

Product ID:

SRV1_4

Quantity:

2 (AU)

Choose the Edit action for your item and enter an Actual Duration of 60 Minutes. Hint: Observe the item category Service Confirm. Choose Back. Choose the status Completed. Choose Save. __________________


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2.

Create a billing document for your confirmation. a)

Choose Billing. Choose Search → Billing Due List Items. Payer ID: Number of ##Megastore Choose Search. Select the line with your entry. Choose Individual Billing. Choose Continue. Choose Save. _____________

3.

Are accounting documents generated in the SAP ERP system? Answer: Yes, accounting documents are generated automatically in this situation. Use the hyperlink in the billing due list to go to the details of the billing document that you have just created. Alternatively choose Billing followed by Search → Billing Documents. In the details of the billing document, an Accounting document entry is displayed in the Follow-Up Transactions assignment block. Choose the hyperlink and, if necessary, log on with the user data of the ERP system.


Check the Billing-relevance indicator for the item category SVCP (which was determined in your transaction). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Define Billing Relevance of Item Categories Go to item category SVCP (Service Confirm). Billing relevance: Transaction-Related billing According to Order Quantity


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Find out which item category for billing is assigned to your source transaction category ZSEC (Confirmation) and source item category SVCP. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories Choose CRMB (CRM Billing). Go to the line with Source Process Category ZSEC and Source Item Category SVCP. Billing item category SCN is assigned.

3.

Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed? Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories Choose CRMB (CRM Billing). Take a look at the details for item category SCN. The billing type Invoice Service Transaction (ZFSE) is the default value. The Billing Block indicator is not set; in other words, invoices do not have to be released before billing can take place.

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Lesson Summary You should now be able to: • Name the Customizing settings relevant for CRM Billing

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Unit Summary You should now be able to: • Understand the usage of CRM Billing • Explain the billing process • Describe the structure of billing documents • Name the Customizing settings relevant for CRM Billing

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Unit 8 Introduction to CRM Middleware Unit Overview Unit Objectives After completing this unit, you will be able to: • • •

List and describe the various components of the SAP CRM architecture Describe the CRM Middleware architecture Describe typical Middleware bases scenarios

Unit Contents Lesson: Architecture Overview ...............................................278 Exercise 23: Architectural Overview .....................................287

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

List and describe the various components of the SAP CRM architecture Describe the CRM Middleware architecture Describe typical Middleware bases scenarios

Business Example

Figure 92: SAP CRM Architectural Concept

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Lesson: Architecture Overview

SAP Customer Relationship Management (SAP CRM), which is part of the SAP Business Suite 2010i, 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 SAP CRM: • • •

•

Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to contact sales or service representatives. Internet access: Users can configure and order products or services using the Internet components of SAP CRM. Mobile clients: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers to exchange the latest information with the central CRM server. Groupware Solution: Accounts, activities and tasks can be exchanged with a groupware system.

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

The SAP CRM system as a central CRM server with its application components SAP ECC (R/3) as a back-end system with proven ERP functions The SAP BW system as a data warehouse solution with comprehensive statistical and analytical possibilities The SAP APO system as a global Available-to-Promise (ATP) check and demand planning solution The SAP CRM WebClient User Interface (UI) for the CRM business users.

Figure 93: CRM Server Architecture

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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, like accounts (customers, prospects, etc.), activities and opportunities, products and product catalogs in a variety of CRM components like Internet Sales (CRM Web Channel), Service Interaction Center, Telesales, Campaign Management and various others. The CRM Server Applications exchange data with the CRM Middleware via the CRM Adapter. The SAP NetWeaver Application Server is the successor of the SAP Basis System. SAP CRM 7.0 Ehp1 is based on SAP NetWeaver Application Server 7.02.

Figure 94: SAP CRM and SAP Backend Systems

Data is exchanged between the CRM system and a connected SAP R/3 backend system primarily via the CRM Middleware. A Plug-In (PI) installed on the R/3 system acts as a counterpart to the R/3 adapter in CRM, supporting the communication of data between the two systems. The data exchange includes an initial transfer of customizing, master, transactional and condition data to the CRM system, as well as delta data in both directions. Note: New and extended interfaces for integrating SAP R/3, SAP R/3 Enterprise, and SAP ERP Central Component (ECC) will no longer be delivered with their own add-on (SAP R/3 Plug-In). As of SAP ECC 6.0, they will be contained directly in SAP ECC.PI 2004.1 is therefore the final separate delivered SAP R/3 Plug-In release.

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Sales orders are entered in the Internet Sales application component (CRM Web Channel), Interaction Center, Mobile Client or using the CRM WebClient User Interface. 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 SAP Supply Chain Management and can be integrated seamlessly with the SAP CRM solution. The SAP Business Information Warehouse (SAP BW) is used as a data source for part of the SAP CRM solution, but also contains data for consolidation and analysis. For SAP APO and SAP BW integration, the SAP Basis Plug-In is required: The SAP Basis Plug-In is a software component which was introduced to deliver BW Service API technology (SAPI), CRM Middleware, Supply Chain Event Manager and also Financial Basis functionality to SAP components in order to create a connection to these systems.

Figure 95: SAP CRM: Data Exchange with SAP Systems

Data is exchanged between the CRM system and a connected SAP ERP system primarily via the CRM Middleware. A Plug-In installed on the ERP system acts as a counterpart to the R/3 adapter in CRM, supporting the communication of data between the two systems. The data exchange includes an initial transfer of customizing, master, transactional and condition data to the CRM system, as well as delta data in both directions. For details about the plug-ins use Quick Link “r3-plug-in” in Service Marketplace (http://service.sap.com/r3-plug-in).

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Figure 96: Underlying Technology QRFC

The qRFC (queued Remote Function Call) Technology is bi-directional. In some business scenarios the SAP ERP system will be the leading system and the outbound queues on the ERP system while the inbound queues on the CRM system. Consider the example of qRFC with an inbound queue and outbound queue. CRM uses this qRFC with inbound and outbound queues. qRFC with inbound and outbound queues involves a 3-phase processing and transfer model. All three phases are completely independent of each other. Separation of these phases ensures that asynchronous processing is as secure as possible. •

•

•

1. In the first step, the application data is written to the database in the outbound queue. When the first step is completed, the data is saved in the database. 2. In the second step, the QOUT Scheduler transfers this data from the database of the client system, to the inbound queue in the database of the target system. 3. In the third step, the target system QIN Scheduler activates processing of the queue in the target system.

The technology works in both directions. CRM has an outbound Queue for sending function calls with data to SAP ERP and SAP ERP has an outbound queue as it is the leading system in some business scenarios.

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Transactional Remote Function Call (tRFC ) is the technology that sends the calls between systems. It is supported by the QOUT Scheduler which sends the data and function calls from the outbound Queue to the inbound Queue on the receiving system, and QIN, a scheduler that reads the Inbound queue and executes the stored function calls. Transactions SMQ1 and SMQ2 are used to read the data in the inbound and outbound queues. It is possible to see the data and function calls waiting to be processed. Otherwise the data in the queues would be difficult to access in that is store in a network of tables. To find out more about the queue technology please have a look at the SAP NetWeaver Library at help.sap.com under Classical SAP Technologies (ABAP) -> RFC or attend the SAP class BC415 (Remote Function Calls in ABAP) or BIT528 (SAP .NET Connector Programming)

Figure 97: Naming Conventions for Primary CRM qRFC Queues

Start Queues are the queues that ask for the data to be transferred. Load Queues contain transaction, master, customizing or condition data. The CSA* queues are the ones CRM uses to validate the data by the CRM adapter before subsequent processing in other systems. DIMA (Data Integrity Manager) and BW queues also exist, but will be discussed separately.

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Figure 98: SAP CRM : Data Exchange with 3rd Party Systems

Data is exchanged between the CRM system and a connected 3rd Party system (SAP system, non-SAP system, legacy system, etc.) primarily via the CRM Middleware. The connectivity is realized through the XIF (eXternal InterFace) Adapter. The XIF Adapter transfers data from and to the external system usually via http(s), SOAP (Simple Object Access Protocol) and XML (EXtensible Markup Language) documents or via RFC and IDoc (Intermediate Documents) documents.

Figure 99: SAP CRM: Data Exchange with Laptops

CRM Server: The CRM Server contains the CRM Middleware, which handles the data exchange with internal applications and external major components, such as an SAP ERP Back-End, an SAP Business Information Warehouse or non-SAP systems. The CRM Middleware also synchronizes the databases of Mobile Clients with the CRM database. The CRM Server is built upon the SAP NetWeaver Application Server, formerly known as the SAP Basis.

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Mobile Clients: usually laptops running the Mobile Sales/Service Application. Mobile Clients typically connect temporarily 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.

Figure 100: The CRM Server

The CRM Server is scalable, since it is based on a SAP NetWeaver Application Server (formerly: SAP Basis System). The SAP NetWeaver Application Server provides SAP basis technology and the ABAP workbench as a development environment known to many application developers. The CRM Server contains the CRM Server Applications and the main parts of the CRM Middleware. The CRM database is the central database for the CRM Server Applications. The main parts of the CRM Middleware provide the following functionality: • • •

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Data queuing and transport, Replication and realignment service, which ensures that Mobile Clients or external systems obtain the data they require Data exchange and mapping.


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Figure 101: Best Practices I

Best Practices are the best way to decrease implementation time for SAP projects. They lag behind the release level of the latest version by a few months, but even if the latest version is not available they are still quite helpful as most things stay the same.

Figure 102: Best Practices II: Building Block Library (Focus on Replication)

The main Best Practice Components (Building Blocks) related to CRM Middleware are B09 (CRM Customizing Replication) and C03 (CRM Master and Transactional Data Replication). In this the latest version of CRM best practices available at the time the materials were created. This can change as new versions of best practices are created and updated.

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Exercise 23: Architectural Overview Exercise Objectives After completing this exercise, you will be able to: • Understand the functional Purpose of Middleware. • Use CRM and the R/3 system from a functional perspective, and see that middleware accomplished the task of updating a target system in the background.

Business Example Your company is unsure of which system should be the leading system when it comes to various business processes in sales. Some divisions are on R/3 only and some are using R/3 with CRM. In order to have a 360 degree view of your customers you need to make sure all divisions have access to all the information, with out regard to which system originated it. Note: Although the new CRM 2007 WebClient UI is the only supported end user interface, for ease of demonstration after this first exercise the rest of the class will use the older SAP GUI version as we are just verifying the data has been transferred, and we are not using the system from an end user perspective. Note: Unless your team has prior experience in middleware, it is recommended to utilize the solutions not the exercises. Data Date Value HT-1010-## Material 1 (Retail) Industry Sector HAWA (Trading Good) Material Type HT-1010 Copy From Material 3200 Plant and Copy From Plant Sales Org. and Copy From Sales Org. 3020 Distribution Channel and Copy From Distribution Channel30

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Data Sold To Party Product ID Qty

Date Value ##MegaStore HT-1010 1

Data Account Group >CRM

Date Value ZAG1 Sold to Party R/3


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Sales Organization Distribution Channel Division Customer (Reference) Sales Organization (Reference) Distribution Channel (Reference) Reference Division Name Search Term Country City Postal Code Region

3020 30 00 301145 3020 30 00 GROUP##A GROUP##A FR Paris 23434 75

Data Account Group > R/3 Customer Sales Organization Distribution Channel Division Customer (Reference) Sales Organization (Reference) Distribution Channel (Reference) Reference Division Name Search Term Country City Postal Code Region

Date Value ZAG2 Sold to Party CRM 4003## 3020 30 00 301145 3020 30 00 GROUP##B GROUP##B FR Paris 23434 75

Data Date Value 3020 Sales Organization 30 Distribution Channel 00 Reference Division K007 Condition Type Enter the ID# for your Customer GROUP##A customer from the previous exercise 1 Amount

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Task 1: Log on to both the SAP ERP system and the SAP CRM system. For the CRM system you will need to access the WebClient UI, as for CRM 7.0 this is the only supported User Interface (UI). 1.

CRM: Verify that a profile parameter has been added to your user to define what business role your user will assume when using the WebClient UI. The parameter is CRM_UI_PROFILE. The value should be SALESPRO. Note: This parameter is a short cut way of testing a new Business Role (without the need to maintain assignment in the CRM Organizational Structure).

2.

CRM: Using the information provided by the instructor, log on to the CRM system and access the WebClient UI by using transaction CRM_UI/WUI. Now access the WebClient UI.

3.

SAP ERP: Using the information provided by the instructor, log in to the SAP ERP system. Note: Some people still call this system “R/3”.

Task 2: Creation of a new product in the SAP ERP system. Select the views Basic Data 1, and the first three sales views. Then, verify that it has transferred to CRM. 1.

In ERP, use the data below to create the Material.

2.

Now check CRM and verify the Product made it over.

Task 3: Creation of a Sales order in the SAP CRM system and verify it has arrived in the SAP ERP system. 1.

Create the order in CRM , using the data below. Save the sales order and note the order number.


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Review the Order in ECC (R/3). Did it make it to ECC(R/3)?

Task 4: Creation of two customers in SAP ERP and verify that they are available in SAP CRM. The purpose of this exercise is to see that sometimes objects do not get transferred due to configuration settings maintained by the functional CRM team. We will debug the specifics of this in a follow on exercise. 1.

Create a customer with both the name and the search term Group##A in ERP as a copy of 301145. Use the data given below. Record the customer number and account group. Note: The number will be internally assigned because you will use account group ZAG1 (sold-to party R/3 > CRM)

2.

Create the customer with the external number 4003## , and the search term and name Group##B in SAP ERP as a copy of 301145 using the following data: This time you will assign the customer an external number, and you will use the account group ZAG2.


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3.

Verify that the customers above were created in CRM. Did they both make to CRM?

Task 5: To test whether configuration (customizing) data is passed between CRM and SAP ERP, create a new academic title with the key K## in ERP. Use the description ##KING and the title ##KING. Find out if it is available in CRM when building a new account master. Note: Please remind the instructor to execute program ZSENQOFF, this will allow simultaneous entry of data into this table. Also remind the instructor to run ZSENQON at the end of this exercise, as it will be important later in the week. 1.

Create the Academic Title K##.

2.

Verify if the academic title K## exits in CRM. Did it make it to CRM?

Task 6: Create a new pricing condition, a 1% discount for your customer Group##A in the ERP system, and verify it arrives in CRM.

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1.

Create the new pricing condition in the ERP system using the data below.

2.

Verify the condition has made it to CRM. Use the data given and your business partner (customer) ID to find the condition in CRM. Did it make it?


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Solution 23: Architectural Overview Task 1: Log on to both the SAP ERP system and the SAP CRM system. For the CRM system you will need to access the WebClient UI, as for CRM 7.0 this is the only supported User Interface (UI). 1.

CRM: Verify that a profile parameter has been added to your user to define what business role your user will assume when using the WebClient UI. The parameter is CRM_UI_PROFILE. The value should be SALESPRO. Note: This parameter is a short cut way of testing a new Business Role (without the need to maintain assignment in the CRM Organizational Structure). a)

Access the path: System → User Profile → Own Data. Select the Parameters tab and verify that these values are entered: Parameter id = CRM_UI_PROFILE, Parameter value = SALESPRO. Save your settings. Note: Business Roles are normally assigned via the CRM Organizational Structure.

2.

CRM: Using the information provided by the instructor, log on to the CRM system and access the WebClient UI by using transaction CRM_UI/WUI. Now access the WebClient UI. a)

3.

You will need to use the same CRM user id and password that you used to log on to the Windows SAPGUI.

SAP ERP: Using the information provided by the instructor, log in to the SAP ERP system. Note: Some people still call this system “R/3”. a)

Log on to the ERP System using the Windows SAPGUI.


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Task 2: Creation of a new product in the SAP ERP system. Select the views Basic Data 1, and the first three sales views. Then, verify that it has transferred to CRM. 1.

In ERP, use the data below to create the Material. a)

Choose Transaction MM01 and enter the appropriate information from the above table. Press “Enter” and choose the Basic Data 1 and the first 3 Sales views (sales Org. Data 1, Sales Org. Data 2 and General/Plant Data). Choose Enter and then select the “Organizational Levels” . button and enter the remaining information. Select Enter Select the tab “Sales: Sales Org 1”, and acknowledge the warning about the material not being created in the delivering plant, by pressing “Enter”. Now Save .

2.

Now check CRM and verify the Product made it over. a)

In the CRM WebClient UI, access the path: Sales Operations → Products. Enter the product HT-1010-## in the search field Product ID is, and then press the Search button. In the lower part of the screen the Product ID should appear. Click the hyperlink of the field Product ID and verify it has been successfully transferred.

Task 3: Creation of a Sales order in the SAP CRM system and verify it has arrived in the SAP ERP system. 1.

Create the order in CRM , using the data below. Save the sales order and note the order number. a)

In WebClient UI, choose Sales Cycle → Sales Orders and then select the New icon. Choose the order type Telesales (scroll through the pages to find it). Enter the data given. You may need to scroll down to see the location to enter the Product ID and the Quantity (Field Qty). Press the Enter key. Choose Save

2.

. Record the sales order number for later reference.

Review the Order in ECC (R/3). Did it make it to ECC(R/3)? Answer: Access Transaction VA03. Enter the Order Number and press Enter .


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Task 4: Creation of two customers in SAP ERP and verify that they are available in SAP CRM. The purpose of this exercise is to see that sometimes objects do not get transferred due to configuration settings maintained by the functional CRM team. We will debug the specifics of this in a follow on exercise. 1.

Create a customer with both the name and the search term Group##A in ERP as a copy of 301145. Use the data given below. Record the customer number and account group. Note: The number will be internally assigned because you will use account group ZAG1 (sold-to party R/3 > CRM) a)

Access transaction code VD01. Enter the data given and choose . Enter the remaining data from the table above. Access the path Extras → Administrative Data, and record the account group. Save the customer . and record your Customer number for later reference (the customer number will appear at the bottom of the screen).

2.

Create the customer with the external number 4003## , and the search term and name Group##B in SAP ERP as a copy of 301145 using the following data: This time you will assign the customer an external number, and you will use the account group ZAG2. a)

Access transaction code VD01. Enter the data given and choose . Press again to respond to the warning about the fact that the Reference Account Group is not the same as the one you are now using. Enter the remaining data from the table above. Access the path Extras → Administrative Data, and record the account group. Save and record your Customer number for later reference (the customer number will appear at the bottom of the screen).

3.

Verify that the customers above were created in CRM. Did they both make to CRM? Answer: Access the Navigation Bar Path Account Management → Accounts. Enter Group##* in the Name 1/Last Name field. The answer should be “No, the customer 4003## had a problem getting to the CRM system”. It has been stuck somewhere and you will figure out where later in the class. Note: Due to the nature of our training system environment, it is possible that the first customer you created with account group ZAG1 was already created with different information in CRM. If the CRM customer master has a different name than the one created in the ERP system, please tell the instuctor to create a few dummy customers in the ERP system, or fix the number range 02 (ERP transaction OVZC), and make it start at 100345. Continued on next page

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Task 5: To test whether configuration (customizing) data is passed between CRM and SAP ERP, create a new academic title with the key K## in ERP. Use the description ##KING and the title ##KING. Find out if it is available in CRM when building a new account master. Note: Please remind the instructor to execute program ZSENQOFF, this will allow simultaneous entry of data into this table. Also remind the instructor to run ZSENQON at the end of this exercise, as it will be important later in the week. 1.

Create the Academic Title K##. a)

Use transaction code SPRO in ERP, select the button SAP Reference IMG then follow the path Cross Application Components → SAP Business Partner → Business Partner → Persons → Name Components → Maintain Academic Titles. Choose the New Entries button and enter K## in Academic Title and ## King in Description. Save

. Note: If the system prompts for a transport request and you are not familiar with transports, please ask your instructor how to proceed.

2.

Verify if the academic title K## exits in CRM. Did it make it to CRM? Answer: Use the same menu path as the one in SAP ERP. Use the Position button in the bottom of the screen. It did not make it, we will learn why later.

Task 6: Create a new pricing condition, a 1% discount for your customer Group##A in the ERP system, and verify it arrives in CRM. 1.

Create the new pricing condition in the ERP system using the data below. a)

Use transaction code VK31 in the ERP system. Then follow the path Discounts/Surcharges → By Customer. Double-Click on . Then in the column “Selection”and enter the data select the create icon given. Save

your data.


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Verify the condition has made it to CRM. Use the data given and your business partner (customer) ID to find the condition in CRM. Did it make it? Answer: In CRM, use the path SAP Menu → Master Data → Prices and Conditions → Maintain Conditions. Enter the given data (Application as CRM and, Maintenance Group as ZCR500 ). Choose Execute . Click in the folder “Fields”on Sold to Party to highlight it. Then select the button “with reference”. Enter your Sold to Party ID (customer ID used in R/3), and press . It should have appeared in the report output. The warning (yellow status) indicates Condition record cannot be maintained in this system

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Lesson Summary You should now be able to: • List and describe the various components of the SAP CRM architecture • Describe the CRM Middleware architecture • Describe typical Middleware bases scenarios

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Unit Summary You should now be able to: • List and describe the various components of the SAP CRM architecture • Describe the CRM Middleware architecture • Describe typical Middleware bases scenarios

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Unit 9 Data Exchange with ERP Backend Unit Overview This unit goes into detail of data exchange with ERP backend using CRM Middleware

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

Describe the message flow for SAP R/3 backend Describe the connection between SAP CRM and SAP R/3 Describe the synchronization scenarios for Customizing data Describe the synchronization scenarios for Business data and for Conditions Start data flow with CRM Middleware Describe the data exchange from CRM to SAP R/3

Unit Contents Lesson: Introduction ............................................................300 Lesson: Customizing Synchronization .......................................308 Exercise 24: General Configuration......................................319 Exercise 25: Customizing Adapter Object: Initial Load................323 Exercise 26: Finding an Adapter Object ................................329 Lesson: Download from ECC to CRM .......................................332 Exercise 27: Business Adapter Objects: Delta Load ..................353 Exercise 28: BDocs and Flow Contexts .................................361 Lesson: Upload from CRM to ECC ...........................................365 Exercise 29: Delta Load from CRM to ERP and Replication Administration ...............................................................379

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

Describe the message flow for SAP R/3 backend Describe the connection between SAP CRM and SAP R/3

Business Example

Figure 103: SAP CRM Server Architecture

The data exchange between the CRM System and external systems is performed via CRM Middleware Adapters. The adapters are mapping and converting data between various formats. For Data Exchange with SAP Backend-Systems a R/3 Adapter is part of the CRM Middleware. The data exchange to the SAP backend is based on qRFC (queued Remote Function Calls). The R/3 Adapter converts the data into the CRM Data Container, the Business Document (BDoc).

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Lesson: Introduction

The CRM System supports the handling of CRM business objects, like customers and prospects, activities and opportunities, products and product catalogs in a variety of CRM components like CRM Web Channel (Internet Sales), Interaction Center, Telesales, Campaign Management and various others. The CRM Server Applications exchange data with the CRM Middleware via the CRM Adapter.

Figure 104: Message Flow Overview

Inbound processing: Incoming data of different formats, that is, BAPI structures from a SAP R/3 Backend, synchronization BDoc messages (sBDoc) from Mobile Client, XML/SOAP or IDocs from external system, are converted into messaging BDoc messages (mBDocs). Validation: the integrity of incoming data is validated by the respective CRM application. In case of a successful validation, the data unit is passed on to outbound processing. In case the incoming data is not valid, the BDoc message will remain in the message flow with an error status. Outbound processing: the receiving systems, for example, SAP ERP Backend, external systems or Mobile Clients, are determined. Then the BDoc message is passed to the corresponding outbound adapter, which converts the message into the data formats of the receivers.

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Figure 105: Message Flow for SAP R/3 Backend

The data exchange via the CRM Middleware requires that an R/3 Plug-In (PI) is installed on SAP R/3. Note: New and extended interfaces for integrating SAP R/3, SAP R/3 Enterprise, and SAP ERP Central Component (SAP ECC) will no longer be delivered with their own add-on (SAP R/3 Plug-In). As of SAP ECC 6.0, they will be contained directly in SAP ECC.PI 2004.1 is therefore the final separate delivered SAP R/3 Plug-In release. The SAP R/3 Backend (one or several SAP R/3 Backends) serves as • •

Provider for customizing and business data (master data, transaction data, conditions, etc.) Receiver of business data for further execution (i.e. logistics execution)

The CRM release 7.0 Ehp1 can be used as a stand-alone system, that means that R/3 Backend is no longer required for the execution of CRM-related tasks. In CRM, the R/3 Adapter communicates with the R/3 System via remote enabled functions (Remote Function Call) of the R/3 Plug-In.

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Figure 106: Connection: CRM - SAP R/3

Communication between CRM System and R/3 System is based on Remote Function Call (RFC). On the R/3 system you have to create an RFC Destination to the CRM system. Then activate CRM as consumer in table CRMCONSUM and maintain the table CRMRFCPAR. Through this table, the determination of the RFC destinations for the data transfer is connected with the consumer, client, object name and transfer type. For example, you can send data to a consumer in an initial download only, and not in a delta download. In the CRM system, you have to create an RFC Destination to the R/3 backend and a R/3 Site with the tool Administration Console. The R/3 Site references the RFC-Destination. Activate R/3 OLTP as a consumer in table CRMCONSUM.

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Figure 107: R/3 Site in Administration Console

The Administration Console may be accessed via the menu: Architecture and Technology → Middleware → Administration → Administration Console (or via the transaction SMOEAC). The following steps are required to check a site within the Administration Console: •

Choose Object Type Site

• • •

Choose Icon “Display ” Expand node “R/3” Mark Site and choose the (Mouse) Context Menu “Display” or use double click to navigate to the detail view To find out the RFC Destination, choose icon “Site Attribute”.

•

The following steps are required to create a new site. •

•

Create / Check the RFC-Destination from the CRM system to the R/3 System with transaction SM59 in CRM. Test the RFC connection and ensure, the RFC User in the R/3 System has appropriate authorizations. Create Site in Administration Console: – – – –

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Select the button Create . Provide the site details, such as: site name and a site description, select the site type “”R/3“”. Specify the site attributes depending on the site type, for example, an RFC destination for R/3 Backends. Finish the creation process by choosing the Save button .


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There are SAP roles that specify the authorization within the Administration Console: • •

Role SAP_CRM_MWAC_ADMIN_ALL for full authorizations Role SAP_CRM_MWAC_SITE_CHANGE for maintenance of sites

Figure 108: Site Attributes for R/3 Site

R/3 Sites are determined by an RFC destination, a logical system, release of the R/3 Backend, the release of the Plug-In and the according Support Package (SP) of the Plug-In. Four steps are required to create a new site. •

Find out name of RFC Destination to R/3 System and test the destination. Create a new destination if necessary.

• •

Start Administration Console and select the Create button Provide the site details, such as

.

– – – •

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A site name and a site description, Select the site type R/3 Backend, Specify the site attributes depending on the site type, for example, an RFC destination for R/3 Backends. Finish the creation process by choosing the Save button.


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There are two SAP roles that specify the authorization to create or maintain objects within the Administration Console: • •

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role SAP_CRM_MWAC_ADMINISTRATOR for employees, sites, organizational units and subscriptions and role SAP_CRM_MWAC_CUSTOMIZER for replication objects and publications.


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Lesson Summary You should now be able to: • Describe the message flow for SAP R/3 backend • Describe the connection between SAP CRM and SAP R/3

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

Describe the synchronization scenarios for Customizing data

Business Example

Figure 109: Initial R/3 to CRM Load of Customizing Data

For several Customizing Objects, there is a predefined data transfer from R/3 to CRM available, even if the structure of the Customizing tables are different in R/3 and CRM. The data of one or more database tables are grouped in Customizing Adapter Objects. The data of a Customizing Adapter Object can be transferred from R/3 to CRM system with an initial load. Within this section, the Customizing Adapter Object will be explained in detail.

You can use the download monitor (transaction R3AM1) to control the initial load. Example: Customizing Adapter Object DNL_CUST_KTOKD • • •

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R/3 Table T077D and T077X CRM Table CRMC_T077D and CRMC_T077X, Mapping Function Module CRM_BUPA_MAP_KTOKD_CI.


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Lesson: Customizing Synchronization

R/3: CRMSUBTAB: Name of the generic Extractor for Objects of Object class CUSTOMIZING: CRS_CUSTOMIZING_EXTRACT

Figure 110: Customizing Adapter Object (1)

Use Architecture and Technology → Middleware → Data Exchange → Object Management → Customizing Objects or Transaction R3AC3 to display Customizing Adapter Objects in CRM. All Customizing Adapter Objects are assigned to Object Class CUSTOMIZING. In the Initial Flow Contexts tab, you find the supported CRM Middleware Flow Context with source and target Sites. In the Tables/Structures tab, you find the names of the database tables to in the source system.

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To create filter criteria, choose the Icon Filter Settings The next graphic explains how to create filter criteria.

in tab Tables/Structures.


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Specify the R/3 Site. The site has to be created beforehand in the Administration Console (SMOEAC), because the corresponding RFC destination will be used for synchronization. Specify the table fields for the where clause within the data extractor in R/3. Specify the Filter Options (Options: Filter in source and target database, filter only in target database, filter only in source database). Save the Filter criteria. The Filter criteria will be automatically synchronized with R/3.

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The Customizing data is transported to the CRM System via qRFC in generic structure BAPIMTCS. The Mapping Function Module maps this data to the structure of the CRM table and updates the CRM Table. There is no mBDoc created and no Message Flow started.

Figure 113: Finding the Adapter Object Involved: SE16 on table SMOFTABLES

Customizing tables do not always have SAP supplied adapter objects. For example the regions table does not have a supplied customizing object.

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You can build your own adapter object to transfer data if you feel it is necessary. In your exercise you will transfer a custom table with a customized adapter object not supplied by SAP. Using Best Practices, a list of adapter objects and when to execute them is provided. In our training system, the ERP system has a payment term Z500. Z500 is not yet in the CRM system. Using a search for Terms of payment in transaction SPRO this can be shown. Please let your instructor demo the execution of the Initial Down Load of payment terms to pass this customizing data to CRM, using transaction R3AS. In addition to the missing “Terms of Payment Z500” , you will have an exercise to find the adapter object for “Academic Titles”

Figure 114: Inbound and Outbound Queues for Customizing Adapter Objects

When you start an initial load with transaction R3AS for a specific customizing adapter object, the data request is sent from the CRM system to the R/3 Backend via qRFC. The naming convention for the qRFC queues used in initial load is R3AI_ (R3A: R/3 Adapter; I: Initial Load)

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Runtime behavior: • •

•

• •

You start the Initial Load for single Customizing Adapter Object in CRM System via transaction R3AS The started report transfers the data request to the R/3 system. The RFC Destination of the corresponding R/3 Site is used for the data transfer. For Customizing Data the data request contains the names of the R/3 Customizing Tables and the filter conditions Within R/3 the generic extractor for Customizing data selects the database tables assigned to the Customizing Adapter Object and triggers the data transfer per qRFC. The data is transferred to the CRM Server via qRFC (function module BAPI_CRM_SAVE) The R/3 Adapter converts the data to the structure of the CRM customizing table and stores the data to the database.

Figure 115: qRFC Outbound Queue Monitoring: SMQ1

To access the Outbound Queue Monitor, go to Middleware → Monitoring → Queues → Display Outbound RFC Queues or use transaction SMQ1. Although the LUWs (Logical Unit of Work) belonging to a queue are stored in the tRFC tables ARFCSSTATE and ARFCSDATA, you cannot maintain or display these LUWs using tRFC monitoring (Transaction SM58). You must use the outbound queue administration transaction SMQ1. The outbound queue data (queue attributes and pointers to the relevant LUWs in the tRFC tables) is stored in table TRFCQOUT, which you can display and maintain using Transaction SMQ1.

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The following functions are available: • • • •

List queues Display queues, including a list of associated LUWs and function modules (with input data) Start/stop transmitting the queues Delete queues or queue entries (Warning: deleting queues might cause inconsistencies).

If an error occurs in an LUW on the remote receiver system, the function modules of the queue entries are rolled back there. The relevant LUW and all of the other LUWs in the queue remain in the queue and in the tRFC tables on the sender system. After correcting the error, you can use Transaction SMQ1 to transmit the LUW of the queue again (via Edit → Execute LUW). You find detail information about qRFC status in note 378903.

Figure 116: qRFC Inbound Queue Monitoring: SMQ2

To access the Inbound Queue Monitor, go to Middleware → Monitoring → Queues → Display Inbound RFC Queues or use transaction SMQ2. The LUWs belonging to a queue are stored in the tRFC tables TRFCQIN, TRFCQSTATE and TRFCQDATA. However, you cannot maintain or display these LUWs using tRFC monitoring (Transaction SM58). You must use the inbound queue administration transaction SMQ2. The inbound queue data (queue attributes + pointers to the relevant LUWs in the tRFC tables) are stored in table TRFCQIN. The status you can find in table TRFCQSTATE, the data in table TRFCQDATA. You can display and maintain the inbound qRFC using Transaction SMQ2.

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The following functions are available: • • • •

List queue Display queues with a list of accompanying LUWs and function modules including input data Start/stop transmitting the queues Delete queues or queue entries (Warning: deleting queues might cause inconsistencies).

If an error occurs in a LUW, the function modules of the queue entries are rolled back there. The relevant LUW and all dependent other LUWs in the queue remain in the queue and in the inbound qRFC tables. After correcting the error, you can use Transaction SMQ2 to transmit the LUW of the queue again. You find detail information about qRFC status in note 378903.

Figure 117: Generic Extractor for Customizing Data

You find the name of the generic Extractor in table CRMSUBTAB: Start transaction SM30 in R/3. • • •

Choose table CRMSUBTAB. Search for Object Class CUSTOMIZING and Download. The Function module CRS_CUSTOMIZING_EXTRACT is assigned in column Function Name.

CRM will store the name of the customizing tables assigned to the customizing adapter object to the generic extractor. The generic extractor checks the filter criteria and selects the data from the customizing tables. The data will be converted to transfer structure BAPIMTCS. This data package will be transferred per qRFC to the R/3 Adapter of CRM.

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Figure 118: Inbound Processing in CRM System

The R/3 Adapter calls the Mapping Function Module for the specific Customizing Adapter Object and passes the data container to the function module. The Mapping Function Module converts the BAPIMTCS data into the structure of the CRM customizing tables and updates the tables. The mapping rules are implemented within the Mapping Function Module. • • • • •

•

Conditions are used in sales and billing and tax processing. Examples of Condition types include: Gross Price “PR00” or Customer Discount “K007”. The conditions are stored in Condition Tables, for example table “007”. In the exercise, you entered a value for condition type K007 for your customer in this table. The pricing or billing or tax determination process works by “accessing” these tables looking for the appropriate condition types and their values. For example: Is there a discount for Product “X” and Customer “Y” ? Is there a “loyalty” discount for the customer “Y”? Should they be combined?

Best Practice Building Block: CRM Master and Transaction Data Replication (C03) has extensive information on conditions. To view the ERP condition table customizing use transaction “V/05”. For more information about the Customizing download of the condition technique, see SAP Help Portal under SAP Customer Relationship Management → Components and Functions → Basic Functions → Pricing → Condition Technique → Data Exchange for Conditions.

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Figure 119: Transferring Conditions: II

Other adapter objects for customizing conditions also apply as the condition technique is used for much more than just Pricing (PR). For example CUSTOMIZING CONDITION OBJECTS include: DNL_CUST_BON (Rebate usage: rebate agreement types, condition maintenance groups) DNL_CUST_CAD (Campaign determination usage: condition type list, exclusion groups) DNL_CUST_CND (Rebate, campaign determination, free goods, pricing, and product determination usages: maintenance control, metadata condition tables, access sequences, condition types) DNL_CUST_CNDALL (Rebate, campaign determination, free goods, pricing, and product determination usages: maintenance control, metadata condition tables, access sequences, condition types, procedures, exclusion groups, pricing element upper/lower limits) DNL_CUST_CND_BO (Rebate usage: maintenance control, metadata condition tables) DNL_CUST_CND_CD (Campaign determination usage: maintenance control, metadata condition tables, access sequences, condition types) DNL_CUST_CND_FG (Free goods usage: maintenance control, metadata condition tables, access sequences, condition types) DNL_CUST_CND_PD (Product determination usage: maintenance control, metadata condition tables, access sequences, condition types) DNL_CUST_CND_PR (Pricing and rebate usages: maintenance control, metadata condition tables, access sequences, condition types)

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DNL_CUST_FGD (Free goods usage: procedures, exclusion groups) DNL_CUST_PDD (Product determination usage: procedures, exclusion groups, product substitution: reason) DNL_CUST_PRC (Pricing and rebate usages: procedures, exclusion groups, upper/lower limits for pricing elements) For the actual condition types and their values (Master Data), condition tables have object names, each beginning with DNL_COND. Not all of the condition tables have download objects. You can create new customer specific objects with transaction R3AC5.

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Exercise 24: General Configuration Exercise Objectives After completing this exercise, you will be able to: • Describe the RFC connections and table entries that are necessary to connect the CRM Server with the ERP Backend.

Business Example As a CRM Middleware administrator/consultant, you are in charge of administering the data replication between the CRM System and the ERP Backend. This exercise deals with the basic CRM Middleware configuration settings which have to be made to enable data replication between the CRM System and the ERP Backend.

Task: Take a look at the connections between the CRM server and the backend system. Hint: Do not perform any changes! 1.

Log on to the SAP ERP backend system. The instructor will provide you the server name and system number. Is CRM a data consumer of R/3 Adapter functionality activated? Which RFC connection is used to connect the ERP backend system to the CRM server? Which user is used for this RFC connection? Perform a remote logon.

2.

Log on to the CRM system. The instructor will provide you the server name and system number. Is CRM as data consumer of R/3 Adapter functionality activated? Which RFC connection is used to connect the CRM server to the ERP backend system? Which user is used for this connection? Perform a connection test.

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Solution 24: General Configuration Task: Take a look at the connections between the CRM server and the backend system. Hint: Do not perform any changes! 1.

Log on to the SAP ERP backend system. The instructor will provide you the server name and system number. Is CRM a data consumer of R/3 Adapter functionality activated? Which RFC connection is used to connect the ERP backend system to the CRM server? Which user is used for this RFC connection? Perform a remote logon. a)

Call transaction SE16 in the SAP ERP system and enter table CRMCONSUM and press button Table Contents. Press button Execute

and Execute

.

The table field CONSUMER gives you the name of the data consumer. Check if the flag in field ACTIV is set. Call transaction SE16 in the SAP ERP system and enter table CRMRFCPAR and press button Table Contents. Press button Execute

and Execute

.

The parameter CRM * gives you the name of the RFC-destination (field RFCDEST). Call transaction SM59. Open ABAP Connections. Search for the RFC connection from table CRMRFCPAR. Double click on the RFC connection. The user is named here. It may be CRMREMOTE. Choose the Remote Logon button. 2.

Log on to the CRM system. The instructor will provide you the server name and system number.


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Is CRM as data consumer of R/3 Adapter functionality activated? Which RFC connection is used to connect the CRM server to the ERP backend system? Which user is used for this connection? Perform a connection test. a)

Call transaction SE16 in the CRM system and enter table CRMCONSUM and press button Table Contents. Press button Table Contents and thenExecute . The table field CONSUMER gives you the name of the data consumer. Search for consumer CRM and check if the flag in field ACTIV is set. Call transaction SMOEAC (Architecture & Technology → Middleware → Administration → Administration Console) in the CRM system. Choose Sites as Object Type and click the Display Objects button. Choose the R/3 site (double click it) and display the Site Attributes(use the button Site Attributes).. The name of the corresponding RFC destination is displayed Call transaction SM59. Open ABAP Connections. Search for the RFC connection which is used in the Site Attributes. Double click on the RFC Connection. The user is named herein the tab Logon & Security. Click the Remote Logon button. A new session in the CRM system should start.

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Exercise 25: Customizing Adapter Object: Initial Load Exercise Objectives After completing this exercise, you will be able to: • Start an initial load of customizing data

Business Example As a CRM Middleware administrator/consultant, you are in charge of administering the data replication between the CRM System and ERP Backends. This exercise deals with the basic process of extracting customizing data from R/3 to CRM.

Task 1: Display and create a filter for the Customizing Adapter Object ZCR555_## in CRM System. Hint: Your Instructor has de-registered the inbound queue R3AI_ZCR555* of the CRM server. 1.

Determine corresponding ERP (customizing) database table.

2.

Create a filter on the field CONTINENT with the value EUROPE. The filter should only be executed in the source system.


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Task 2: Determine Content of ERP (Customizing) database table ZCR555_R3_## 1.

Logon to the ERP backend system. Start the data browser (transaction SE16) and enter the name of the database table from the first task. How many entries are stored in the database table?

2.

How many entries pass the filter criteria stored in the customizing adapter object?

Task 3: Logon to the CRM System. Start the initial load for Customizing Adapter Object ZCR555_## 1.

Start initial load with transaction R3AS. Choose Object ZCR555_## and start the initial load with icon Execute.

Task 4: Check status of initial load with initial load monitoring 1.

Start Initial Load Monitoring (transaction R3AM1). Choose Object ZCR555_## and choose Execute.

Task 5: Create a second session and start the inbound qRFC monitor (transaction SMQ2). 1.

Navigate to detail view for queue name R3AI_ZCR555_##. Activate this queue manually by using the button (Activate Queue). Caution: Do not register the queue R3AI_ZCR555* with QINscheduler.


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Task 6: Check status of initial load with initial load monitoring again. 1.

Start Initial Load Monitoring (transaction R3AM1). Choose Object ZCR555_## and choose Execute.

Task 7: Check the entries of corresponding CRM (customizing) database table ZCR555_CRM_##. 1.

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Start Data Browser (transaction SE16) in CRM System. Enter table ZCR555_CRM_## and choose execute.


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Solution 25: Customizing Adapter Object: Initial Load Task 1: Display and create a filter for the Customizing Adapter Object ZCR555_## in CRM System. Hint: Your Instructor has de-registered the inbound queue R3AI_ZCR555* of the CRM server. 1.

Determine corresponding ERP (customizing) database table. Answer: Choose transaction R3AC3 and mark the line with Customizing Adapter Object ZCR555_##. Use Icon Choose to navigate to detail view. Choose tab tables/structures and take the table name from column table (source site). The table name is ZCR555_R3_##.

2.

Create a filter on the field CONTINENT with the value EUROPE. The filter should only be executed in the source system. a)

Choose icon Filter in the tab tables/structures and choose name of source site R/3. Add the filter: field CONTINENT, OP = EQ, LOW =EUROPE. Choose Save.

Task 2: Determine Content of ERP (Customizing) database table ZCR555_R3_## 1.

Logon to the ERP backend system. Start the data browser (transaction SE16) and enter the name of the database table from the first task. How many entries are stored in the database table? Answer: Enter ZCR555_R3_## and choose Execute. The number of entries depends on the system.

2.

How many entries pass the filter criteria stored in the customizing adapter object? Answer: Take the Filter settings into account, you have determined in task 1.


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Task 3: Logon to the CRM System. Start the initial load for Customizing Adapter Object ZCR555_## 1.

Start initial load with transaction R3AS. Choose Object ZCR555_## and start the initial load with icon Execute. a)

You get a popup with message about the status of initial load.

Task 4: Check status of initial load with initial load monitoring 1.

Start Initial Load Monitoring (transaction R3AM1). Choose Object ZCR555_## and choose Execute. a)

The status should be “running”.

Task 5: Create a second session and start the inbound qRFC monitor (transaction SMQ2). 1.

Navigate to detail view for queue name R3AI_ZCR555_##. Activate this queue manually by using the button (Activate Queue). Caution: Do not register the queue R3AI_ZCR555* with QINscheduler. a)

Task 6: Check status of initial load with initial load monitoring again. 1.

Start Initial Load Monitoring (transaction R3AM1). Choose Object ZCR555_## and choose Execute. a)

The initial load should have been finished.

Task 7: Check the entries of corresponding CRM (customizing) database table ZCR555_CRM_##. 1.

Start Data Browser (transaction SE16) in CRM System. Enter table ZCR555_CRM_## and choose execute. a)

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You should find the corresponding entries in the CRM table.


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Exercise 26: Finding an Adapter Object Exercise Objectives After completing this exercise, you will be able to: • Determine if an adapter object is delivered by SAP for some specific data fields.

Business Example As a CRM Middleware administrator/consultant, you are in charge of administering the data replication between the CRM System and ERP Backends. This exercise provides for practice in finding the appropriate Business adapter object.

Task: Determine if a delivered Adapter Object is available to extract the “Academic Title” customizing you previously entered in R/3

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What is the technical name of the table in the ERP system where you created a new academic title entry (exercise 1).

2.

In CRM determine if an Adapter Object exists for this table. If so, record it.

3.

In CRM, open the adapter object and verify that the table TSAD2 is in fact included. The transaction is either R3AC1 ( Business Objects), or R3AC3 ( Customizing Objects), or R3AC5 (Condition Objects). Is it included?


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Solution 26: Finding an Adapter Object Task: Determine if a delivered Adapter Object is available to extract the “Academic Title” customizing you previously entered in R/3 1.

What is the technical name of the table in the ERP system where you created a new academic title entry (exercise 1). Answer: SPRO →Cross Application Components→SAP Business Partner → Business Partner →Persons → Name Components → Maintain Academic Titles. Select entry 0001, and press F1. Now select and record the table name TSAD2.

2.

In CRM determine if an Adapter Object exists for this table. If so, record it. Answer: Transaction SE16. Enter table name SMOFTABLES. Enter TSAD2 in the field R3TABNAME and press . Record OBJNAME DNL_CUST_BASIS

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In CRM, open the adapter object and verify that the table TSAD2 is in fact included. The transaction is either R3AC1 ( Business Objects), or R3AC3 ( Customizing Objects), or R3AC5 (Condition Objects). Is it included? Answer: Use the position button and enter DNL_CUST_BASIS using the correct transaction picked from the 3 above. Select the DNL_CUST_ BASIS object row an choose F2. Access the tables/structures tab to find that TSAD2 table is included.

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Lesson Summary You should now be able to: • Describe the synchronization scenarios for Customizing data

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Lesson: Download from ECC to CRM Lesson Overview Lesson Objectives After completing this lesson, you will be able to: • •

Describe the synchronization scenarios for Business data and for Conditions Start data flow with CRM Middleware

Business Example

Initial Load R/3 to CRM

Figure 120: Data Exchange Between an R/3-Backend and CRM

Load Objects can be exchanged between a source and a target system, for example, between an SAP R/3 Backend and the CRM Server. Examples are business partner master data and product master data. They are grouped as follows: • • • •

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Business objects; transaction R3AC1 Customizing objects; transaction R3AC3 Condition objects; transaction R3AC5 The objects are stored in the table SMOFOBJECT.


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Lesson: Download from ECC to CRM

Please consider that the question of which objects are loaded to which target systems depends on the business process and has to be defined for each application. Generally, Initial Loads and Delta Loads may be performed from R/3 to CRM and vice-versa.

Figure 121: Initial Load R/3 to CRM for Business Data

The data flow for initial download consists of the following steps: • • • • • • •

With the CRM transaction R3AS, an initial download trigger is raised. The RFCs are queued and processed in a sequence (dependent or independent objects). In the back-end system, a function module call (object specific extractor module call) is used to extract the requested data. A BAPIMTCS data container is created with the selected data to be sent to the CRM Middleware server. The data is transferred to the CRM System using qRFC. In the R/3 Adapter, the data is mapped to a mBDoc and then passed to the Inbound Message Flow. The Inbound Message Flow triggers the validation service. The data is passed through the CRM Adapter to the CRM Application. The CRM Application validates the data and updates the relevant CRM database tables. After successful validation, the outbound message flow is triggered.

For information about initial download performance, see SAP Note 350176.

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Figure 122: Business Adapter Objects (1)

You can display and maintain Business Adapter Objects with transaction R3AC1. In Initial Flow Contexts tab, you find the supported source and target site types and the corresponding Flow Context.


In Tables/Structures Within Object tab, you find the names of some of the R/3 tables used by the extractor.

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Filter options are set in the CRM system and allow the filtering of business objects in source system or, in target system or in both source and target system. However, business data is usually filtered in the source system to reduce the amount of data transmitted from R/3. In this case, the filter criteria is applied before the data is sent to the CRM Server. Purpose: • •

Reduce the data volume between the R/3 Backend and the CRM Server Keep the R/3 specific data within the R/3 Backend

Filter settings are part of customizing the system. The transaction to specify the filter criteria can be found under: Middleware → Data Exchange → Object Management → Business Object (transaction R3AC1). Choose a business object and Filter Settings tab. You can use all predefined fields (stored in table SMOFFILFLD) . Saving a filter entry triggers the automatic transfer to the Plug-In in R/3. The CRM system uses the RFC destination of the corresponding Site. Therefore a site to R/3 has to be maintained first (transaction SMOEAC). Filter settings are stored in table SMOFFILTAB and refer to table fields. Within R/3 the filter settings are stored to database table CRMFILTAB. The filters are also used for Delta Loads (R/3 Backend to the CRM Server).

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In Mapping Modules: R/3 to CRM tab, you can find function module that converts BAPIMTCS data into a messaging BDoc.

Figure 126: Inbound and Outbound Queues for Business Adapter Objects

The data transport is based on qRFC technology. The naming convention for the qRFC queues used in initial load is R3AI_ (R3A: R/3 Adapter; I: Initial Load).

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The specific extractor for business data selects the database tables assigned to the Business Adapter Object and triggers the data transfer per qRFC.

Figure 127: R/3 (Plug-In): Object Specific Extractor

You find the name of the object specific extractor in table CRMSUBTAB in R/3.

Figure 128: R/3 Inbound Adapter

The R/3 Inbound Adapter creates a messaging BDoc (mBDoc) and converts the data from BAPIMTCS data container into the mBDoc structure. Then the Inbound Message Flow starts.

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Figure 129: BDocs: Messaging BDoc Types (1)

A messaging BDoc consists of up to two parts: Part 1: classical part • •

• •

This part is mandatory. The classical part consists of a BDoc header and segments, which may be arranged in a hierarchical fashion. The segments of the classical part are not mapped to database tables. This part is to be modeled with the development tool BDoc Modeler (Transaction SBDM). Only the classical part is used to determine the receivers of mBDoc messages.

Part 2: Extension part • • • •

•

This part is optional. The complex data type is modeled with the Data Repository Tools (Transaction SE11, Data Dictionary). The extension does only exist for messaging BDocs. The extension part is used to hold delta or extract data intended to pass into the CRM Server application (inbound case) or to send to remote systems (outbound case). The extension part cannot be used for receiver determination.

When replicating data (for example, from CRM to R/3), a messaging BDoc type is like an envelope, with data inside the envelope (Extension part) which CRM Middleware cannot access, and data on the envelope (classical part), which the CRM middleware can access. So that each application uses different address information, for example, sales orders can be routed according to the sales organization to different back-end systems.

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Figure 130: BDocs: Messaging BDoc Types (2)

Replication characteristics are consistent with the transient nature of the mBDoc, that is, only the whole BDoc can be either distributed to all possible recipients (bulk replication) or to a few of them (simple intelligent replication). It is not possible to select certain parts of the mBDoc for replication and exclude others as is the case for sBDocs that are designed for the mobile world. In the mobile world, there is a large number of databases so that more sophisticated data distribution techniques - such as realignment - are useful. This is not valid for the data exchange for messaging BDocs (mBDocs) ; because of the simple replication, no distribution data are stored in tables and therefore, a realignment for messaging BDocs is not possible.

Figure 131: BDocs: Exploring a BDoc Type

The BDoc Modeler (Transaction SBDM) is a development tool used for displaying, creating, and enhancing BDoc types.

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The existing BDoc types are listed in the BDoc overview (navigation tree) of the BDoc Modeler. Here you can select and expand a BDoc type to display its structure. The structure shows the hierarchy of the data segments. Note: Note that the definition and enhancement of BDoc types require knowledge of the application. The CRM Middleware does not have the business logic to create or enhance BDocs. From this point of view, it is just a data container to transport and process BDoc messages. BDoc modeling features: • • •

Modeling of messaging BDoc types Assignment of one or more synchronization BDocs type to a messaging BDoc type (n:1 relationship) Assignment of site types (see Data Exchange unit) to synchronization and messaging BDoc types.

Figure 132: Flow Context for Inbound Message Flow: MI0

For the inbound message flow, there is only one service available: the validation service. We will explain the concept of flow context in detail with the outbound message flow. You find the name of the validation function module per mBDoc Type in transaction SMW3FDIF. For example: For mBDoc BUPA_MAIN (Object Business Partner) the validation service is implemented with function module CRM_BUPA_MAIN_VAL

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After successful validation, the middleware starts the corresponding outbound message flow with flow context MO1 or MO2 in case of mass processing. Usually the flow context MO1 contains the following services: •

•

Simple Replication Service: This service is looking for valid receivers interested in the data. The configuration of subscriptions is explained in detail in Business Data Upload section. Call Outbound Adapters. This service is calling the adapter object and the outbound queue.

Figure 133: View Flow Contexts

The available flow contexts for a BDoc Type may be viewed via the transaction Middleware → Message Flow → Display and Check Flow Definitions (SMO8FD). Each flow context consists of a sequence of services (function modules). The messaging flow context: •

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Figure 134: Starting the Initial Load

The transaction to start the Initial Load can be found under: Middleware → Data Exchange → Initial Load → Start (R3AS). If the initial load does not finish successfully, consult SAP Note 429423, which gives useful advice for a general error analysis. Monitoring the Initial Load: Monitoring tools: • •

Monitoring Initial Load: R3AM1 qRFC-Monitoring:

•

– Outbound Queue Scheduler: SMQS – Outbound Queue: SMQ1 – Inbound Queue Scheduler: SMQR – Inbound Queue: SMQ2 BDoc Monitoring:

• •

– BDoc Details: SMW01 – BDoc Summary: SMW02 Middleware Trace: SMWT Middleware Monitoring Cockpit: SMWP

To monitor the initial load call: Middleware → Data Exchange → Initial Load → Monitor Objects (R3AM1). The data sent from SAP R/3 can be found in the inbound queue in the CRM Server (transaction code SMQ2). The data will only be saved in the outbound queue in SAP R/3 if the connection has been interrupted or the parameters have been set specifically to do this (transaction code SMQ1).

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The Middleware Trace Monitor is a tool to track message flows, record events from this and provide information for evaluation. It can be accessed either from transaction Display BDoc Messages (SMW01), through menu path Middleware → Monitoring → Message Flow → Display Middleware Trace or directly with Transaction SMWT. You may also use the Middleware Monitoring Cockpit to view the status of Initial Loads. The Middleware Monitoring Cockpit can be accessed via Middleware → Monitoring → Central Monitoring → Monitoring Cockpit (SMWP).

Figure 135: Display BDoc Message Summary

There is also an overview function of BDoc messages: Middleware → Monitoring → Message Flow → Display BDoc Message Summary (Transaction SMW02). A list of BDoc messages aggregated according to BDoc types and message status displays. The Counter column displays the number of messages.

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Figure 136: Display BDoc Message

The function Display BDoc Messages lists all BDoc messages (transaction SMW01: Middleware → Monitoring → Message Flow). It displays: • • •

The BDoc ID and BDoc type, the BDoc state, the flow context, the queue name, and the date and time when the BDoc message was sent. The flow control trace, the data and error segments, the service in which the error occurred (last service reached), and the recipient list. The associated Loads and Requests, the neighbor objects (parent BDoc message, child BDoc message, return-to-sender confirmation BDoc message) and troubleshooting (SAP Help documentation related to BDoc types in specific status and context).

Successfully processed messages appear with a green light, those still in progress appear with a yellow light, and those with a terminal error condition appear 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 may be processed in one of the following ways: • •

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Mark as deleted (Deleting BDoc messages can cause data inconsistencies) Retry processing.


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Figure 137: Display BDoc Details

The function Display BDoc Messages allows the display of the content of the individual BDoc messages that sometimes could be essential for error handling. You can select this screen with: • •

SMW01 → select relevant mBDoc message → select extended data → click on the table icon of results → choose shift F7 (first icon in the pushbutton bar) SMW01 → select relevant sBDoc message → select classical data → click on the table icon of results → choose shift F7 (first icon in the pushbutton bar).

Figure 138: Performance Issues: Initial Load

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Detailed information about the parallel processing of the initial download can be found in the CRM Best Practices document C03 CRM Master and Transactional Data Replication and SAP Note 350176.

Delta Load R/3 to CRM

Figure 139: Delta Load R/3 to CRM: Data Flow

The delta loads allow a continuous synchronization of predefined adapter objects (except customizing data) between R/3 backends and the CRM server, that means that data updates are sent to the CRM Server immediately. Received data is processed automatically. qRFC is used for the serialization. The delta load is activated by the Middleware automatically after a successful started Initial Load. More information about the general analysis of the delta load from the R/3 Backend to the CRM server consult SAP Note 430980. To analyze the Delta Load from the CRM Server to the R/3 Backend, refer to SAP Note 431345.

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The data flow is best explained through an example (changing customer master data): • •

•

• •

After changing and saving a customer or contact within the R/3 dialog program, the business transaction event (BTE) 1321 is raised. The complex data structure is then translated into BAPIMTCS structures. The filter deletes all data that do not comply to the filter conditions maintained within CRM transaction R3AC1. Afterwards, the logical destination is determined from the customizing table CRMRFCPAR. An outbound queue in R/3 with the queue name R3AD_* is created. Next the outbound scheduler sends the LUW data to the qRFC inbound queue of the CRM system. The R/3 adapter in CRM maps the BAPIMTCS structures into an mBDoc. The Middleware Flow calls the validation service. It looks in table SMW3BDOCIF for the application function module that validates and saves the BDoc data. Example, for BUPA_MAIN the validation function is CRM_BUPA_MAIN_VAL.

Figure 140: Object Classes

The object class controls the activation and deactivation of delta loads for groups of Business Adapter Objects. The Business Adapter Objects can be assigned to an object class. Additionally, names of Business Transaction Event (BTE) are assigned to the object class. You can maintain object classes in transaction R3AC4. The implementation of the Business Transaction Events is part of the R/3 Plug-In.

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If a BTE is activated in R/3, the program to maintain Business Data will trigger the BTE when updating a database table. The BTE converts the data into BAPIMTCS structure. You can see which BTEs are available in table TBE31 in R/3. This table can be accessed through transaction FIBF. Go to Environment → Info system (P/S) → SAP Applications. You can check, whether the BTEs are activated for a single application in table TBE11. Choose transaction FIBF Environment → Identification → SAP Applications. CRM Extractors are usually assigned to application BC-MID. You can deactivate Delta Load on Adapter Object Level in table CRMRFCPAR in R/3 Backend.

Figure 141: Activating the Delta Load

The delta load is automatically activated after a successful Initial Load. You can check the activated BTEs in R/3 with transaction SM30 in the database table TBE31. Manual (de)activation of BTEs is possible with the transaction: Middleware → Data Exchange → Delta Load from R/3 Back-End → Set Up Delta Load (R3AC4) in the CRM system. Sometimes it can make sense to activate the delta load for certain objects without having performed an initial load first. For an Internet Sales scenario, for example, it may not always be necessary to load already processed sales orders from an R/3 backend to the CRM server. In this case, it is sufficient to manually activate the delta load for sales orders.

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Deactivation of the delta load for an object class will be automatically synchronized with R/3 backend.

Figure 142: Delta Load R/3 to CRM: Data Transfer per qRFC

During an initial load, all delta messages are collected by stopping the delta queues. This ensures that all delta messages that are created during the initial load are not lost and that the order in which they occur remains the same. After a successful initial load, the stopped delta queues will be released so that the delta messages can be processed. Note that this also guarantees that the CRM Server receives delta messages only for business objects, which have been loaded to the CRM Server before.

Figure 143: Delta Load R/3 to CRM: Mass Update

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What is mass data? Mass data is created, for example: • • •

If a field must be changed in all business partners. If all pricing conditions are updated. If all material master records are updated to the most recent status.

Up to now, in these cases, individual delta outputs were sent from the ERP back end to the CRM system in a remote function call (RFC) and processed there separately. The concept of mass data processing works as follows: After you implement a change in the ERP back end, the data is first collected in mass queues in the ERP back end (queue name: MASS_CRM_*). The data is bundled using the CRM0_BUNDLE_AND_START_QUEUES report and is placed in inbound queues on the CRM system via RFC (MASS_CRM_*). When the mass queues are processed in CRM, the data is placed in delta queues (R3AD*) either individually or in blocks, depending on the requirements of the respective application. Subsequent processing occurs in the application. Initial loads and data requests are not affected by this concept.

Figure 144: Customizing Mass Data Processing

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The function is delivered as “Cannot be Activated”; in the ERP back end, the necessary changes are contained in PI_BASIS 2005.1 Support Package 5 or PI 2004.1 Support Package 10. Step 1.: Maintain the CRMOBJECTHIER table in the CRM system and in the ERP back-end system. Step 2.: Modify the CRMMASSUPD table (for each object adapter) toallow activation → see the application notes for further information. The change must be implemented in both CRM and in the ERP back end. Step 3.: Use Transaction R3AC1 or R3AC5 to activate mass data processing in the CRM system. Step 4.: In the CRM system, you must register the MASS* inbound queue in Transaction SMQR. Step 5.: After you execute the data changes in the ERP back end, you must start the CRM0_BUNDLE_AND_START_QUEUES report to send the data to the CRM system. You can also schedule this report as a background job. Note: • •

•

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Exercise 27: Business Adapter Objects: Delta Load Exercise Objectives After completing this exercise, you will be able to: • Check the customizing for Delta Load corresponding to a Business Adapter Object. • Determine the flow contexts for a BDoc type.

Business Example Various settings are required to process delta loads. Each setting is define below.

Task 1: Display Business Adapter Object 1.

Start Object Management for Business Adapter Objects (transaction R3AC1). Navigate to detail view of Business Adapter Object MATERIAL.


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2.

Determine Source and Target Site Types and the corresponding Flow Contexts supported for the Initial Load

3.

Determine the linked BDoc Type.

4.

Determine the linked Object Class.

Task 2: Display corresponding mBDoc Type. 1.

Start the BDoc Modeler and navigate to detail view of BDoc PRODUCT_MAT.

2.

Navigate to detail view of related data type COMT_PROD_MATERIAL_BDOC_TAB. Navigate to detail view of line type COMT_PROD_MATERIAL_BDOC. Write down the components of this complex line type:

3.

Choose icon Hierarchy Display to get a hierarchy representation in a separate window. Do not close this window.


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Task 3: Analyze Delta Load Customizing in CRM System 1.

Use transaction R3AC4 to analyze Delta Load customizing. Find out the names of the Business Transaction Events corresponding to the Object Class MATERIAL.

2.

Check whether the Delta Load is activated

Task 4: Analyze Delta Load Customizing in ERP System 1.

Check, whether these Business Transaction events are activated in the ERP system. Use transaction FIBF and choose Environment → Infosystem (P/S). Enter the numbers of the Business Transaction Events with left-hand zeros and choose Execute. Use icon Display Active Components to check, whether the Middleware Components for Delta Load are activated.

Task 5: Compare CRM-Product CR555_## with R/3-Material CR555_## and change the Material in the ERP System. 1.

Since we are only verifying data, in CRM: choose the SAPGUI transaction COMMPR01.

2.

In ERP: Choose SAP Menu → Logistics → Materials Management → Material Master → Material → Change→ Immediately (transaction MM02). Enter Material number CR555_## and choose Select views. Choose Basic Data 1, Basic Data 2 and Sales Org. Data 1. Choose Sales Organization 3020 and Distr. Channel 30.

3.

Compare Description, Sales Organization and Distribution Channel.

4.

In ERP: Change the Description (short text) and save the material.


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Task 6: Analyze, whether the Delta Load has been processed successfully:

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Start the BDoc Monitoring (transaction SMW01) and display the corresponding mBDoc. Enter BDoc Type PRODUCT_MAT, send and date time today. Search for an entry with Queue name R3AD_MATERIACR555_##. Mark the line and choose BDoc Message → Display → Extended Part

2.

Within the detail view choose icon Column and compare with the complex structure of mBDoc Type PRODUCT_MAT (Exercise 1 Task 2 Step 3).

3.

Search for the changed short text within the mBDoc.

4.

Check the short text of the product with transaction COMMPR01 again.


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Solution 27: Business Adapter Objects: Delta Load Task 1: Display Business Adapter Object 1.

Start Object Management for Business Adapter Objects (transaction R3AC1). Navigate to detail view of Business Adapter Object MATERIAL. a)

2.

Start Object Management for Business Adapter Objects (transaction R3AC1). Double click on Business Adapter Object MATERIAL to navigate to the detail view.

Determine Source and Target Site Types and the corresponding Flow Contexts supported for the Initial Load Answer: Target Site Type: CRM. Source Site Type: ERP. Flow Context: MI0 (mBDoc Validate)

3.

Determine the linked BDoc Type. Answer: mBDoc-Type:PRODUCT_MAT

4.

Determine the linked Object Class. Answer: Object Class:MATERIAL

Task 2: Display corresponding mBDoc Type. 1.

Start the BDoc Modeler and navigate to detail view of BDoc PRODUCT_MAT. a)

Start the BDoc Modeler Architecture and Technology → Middleware → Development → Meta Object Modeling → BDoc Modeler (transaction SBDM). 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. Enter PRODUCT_MAT in field name and mark the check box messaging BDoc. Choose Execute.


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Navigate to detail view of related data type COMT_PROD_MATERIAL_BDOC_TAB. Navigate to detail view of line type COMT_PROD_MATERIAL_BDOC. Write down the components of this complex line type: Answer: Navigate to detail view of related data type Double click on PRODUCT_MAT to navigate to the detail view. Double click on COMT_PROD_MATERIAL_BDOC_TAB and double click on COMT_PROD_MATERIAL_BDOC in the following window. There are the following components of this complex line type: HEADER DATA, INTERLINK, CONDITIONS, KNOWLEDGEBASE, DOCUMENTS, CONTROL

3.

Choose icon Hierarchy Display to get a hierarchy representation in a separate window. Do not close this window. a)

The hierarchy is shown.

Task 3: Analyze Delta Load Customizing in CRM System 1.

Use transaction R3AC4 to analyze Delta Load customizing. Find out the names of the Business Transaction Events corresponding to the Object Class MATERIAL. Answer: Use transaction R3AC4 to analyze Delta Load customizing. Find out the names of the Business Transaction Events corresponding to the Object Class MATERIAL. 00001250, 00001270, 00004051

2.

Check whether the Delta Load is activated a)

Choose the icon back to get to the initial screen. The delta load is activated, when the check box Inactive is unchecked.

Task 4: Analyze Delta Load Customizing in ERP System 1.

Check, whether these Business Transaction events are activated in the ERP system. Use transaction FIBF and choose Environment → Infosystem (P/S). Enter the numbers of the Business Transaction Events with left-hand zeros and choose Execute. Use icon Display Active Components to check, whether the Middleware Components for Delta Load are activated. a)

The BTEs are active. Continued on next page

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Task 5: Compare CRM-Product CR555_## with R/3-Material CR555_## and change the Material in the ERP System. 1.

Since we are only verifying data, in CRM: choose the SAPGUI transaction COMMPR01. a)

2.

In ERP: Choose SAP Menu → Logistics → Materials Management → Material Master → Material → Change→ Immediately (transaction MM02). Enter Material number CR555_## and choose Select views. Choose Basic Data 1, Basic Data 2 and Sales Org. Data 1. Choose Sales Organization 3020 and Distr. Channel 30. a)

3.

The Material CR555_## should be displayed.

Compare Description, Sales Organization and Distribution Channel. a)

4.

Transaction COMMPR01 in the Windows SAGUI is for Product Maintenance.

Comparison of the description, sales organization and distribution channel.

In ERP: Change the Description (short text) and save the material. a)

Change the short text in the material.

Task 6: Analyze, whether the Delta Load has been processed successfully: 1.

Start the BDoc Monitoring (transaction SMW01) and display the corresponding mBDoc. Enter BDoc Type PRODUCT_MAT, send and date time today. Search for an entry with Queue name R3AD_MATERIACR555_##. Mark the line and choose BDoc Message → Display → Extended Part a)

2.

Within the detail view choose icon Column and compare with the complex structure of mBDoc Type PRODUCT_MAT (Exercise 1 Task 2 Step 3). a)

3.

The short text is shown in the extension part of the BDoc message.

Check the short text of the product with transaction COMMPR01 again. a)

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Comparison of the BDoc message and the BDoc type.

Search for the changed short text within the mBDoc. a)

4.

Display of the extended part of a BDoc message.

The short text of the product has been changed.


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Exercise 28: BDocs and Flow Contexts Exercise Objectives After completing this exercise, you will be able to: • Examine the structure of a BDoc type • Determine the flow contexts for a BDoc type

Business Example 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. BDoc messages are processed within the CRM Middleware by several services. The services that are called for a BDoc type can be looked for via the flow context.

Task 1: Examine the structure of the mBDoc type for the Business Partner. 1.

Start the BDoc Modeler.

2.

Determine the structure of the messaging BDoc type for the business partners.

Task 2: Determine some flow contexts for BDoc types. 1.

Which services are called in the Messaging Flow for business partners a) during the inbound processing? b) during the outbound processing (normal delta processing)?

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Solution 28: BDocs and Flow Contexts Task 1: Examine the structure of the mBDoc type for the Business Partner. 1.

Start the BDoc Modeler. a)

2.

Architecture and Technology → Middleware → Development → Meta Object Modeling → BDoc Modeler (transaction SBDM).

Determine the structure of the messaging BDoc type for the business partners. a)

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, XML and Groupware assigned to it. The header CRMW_BUPA_HEAD contains among other things the Business Partner ID and the Business Partner 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).

Task 2: Determine some flow contexts for BDoc types. 1.

Which services are called in the Messaging Flow for business partners a) during the inbound processing?


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b) during the outbound processing (normal delta processing)? a)

The transaction to display flow contexts may be found in the menu under Architecture and Technology → Middleware → Message Flow → Display and Check Flow Definitions (transaction SMO8FD). Enter the BDoc type BUPA_MAIN and start the function Execute. The system will now display the available messaging flow contexts for business partner. The messaging flow context Validate (MI0) only contains the validation service: CRM_BUPA_MAIN_VAL. The flow contexts for the distribution of change messages are the Notification (MO1) and Notification Multiple (MO2) contexts. They contain the following services: SMOH_REPLICATION_WRAPPER_MSG, SMW3_OUTBOUNDADP_CALLADAPTERS and BP_MAIN_CRM_TO_CDB (the mobile bridge, optional). The Replication Wrapper calls the Replication service. The function module SMW3_OUTBOUNDADP_CALLADAPTERS calls the outbound adapter.

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Lesson Summary You should now be able to: • Describe the synchronization scenarios for Business data and for Conditions • Start data flow with CRM Middleware

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Lesson: Upload from CRM to ECC

Lesson: Upload from CRM to ECC Lesson Overview Lesson Objectives After completing this lesson, you will be able to: •

Describe the data exchange from CRM to SAP R/3

Business Example

Figure 145: Data Exchange from CRM to R/3-Back-End

Load Objects can be exchanged between a source and a target system, for example, between an SAP R/3 Backend and the CRM Server. Examples are business partner master data, orders, and product master data. They are grouped as follows: • • •

Business objects; Transaction R3AC1 Customizing objects; Transaction R3AC3 Condition objects; Transaction R3AC5

The objects are stored in the table SMOFOBJECT.

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Please consider that the question of which objects are loaded to which target systems depends on the business process and has to be defined for each application. Generally speaking, initial loads and delta loads may be performed from R/3 to CRM and vice-versa (and CRM to CDB in case of a mobile scenario). Examples: • • •

Conditions will only be loaded from the R/3 Backend to the CRM Server. Sales orders will usually be loaded from CRM Server to R/3 Backend for further execution. There is no initial load, only a delta load. The delta load from the CRM Server to the R/3 Backend is defined via the assignment of R/3 sites to subscriptions.

Figure 146: Outbound Message Flow

The simple replication service determines which systems should receive the message. This could be one or more R/3 or non-SAP systems.

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Initial Load CRM to R/3

Figure 147: Business Adapter Objects

You can display Business Adapter Objects with transaction R3AC1. The upload scenario is supported for a Business Adapter Object, if there is an initial flow context available with CRM as source site type and R/3 as target site type. The corresponding flow context is MO4. In Mapping Modules CRM to R/3 tab, you find the function module used for the transformation of the business data to the BAPIMTCS data container.

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Figure 148: Initial load CRM to R/3: Data Extract in CRM System

You start the initial upload with transaction R3AS. Choose the business adapter object, CRM as source Site type and R/3 as target Site type: •

•

•

•

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The Report for the initial load calls the function module CRS_FIRST_DOWNLOAD_TRIGGER per qRFC. The naming convention for the Queue is R3AI* The function module CRS_FIRST_DOWNLOAD_TRIGGER calls the Business Adapter Object specific Extractor. You can find out the name of the extractor from customizing table CRMSUBTAB. Search for the specific consumer and the name of the Adapter object in column OBJNAME. The Extractor function module selects the GUIDs of the relevant data and transfers the List of the IDs per qRFC to the Adapter. The name convention for the Queue is CRI*R3AI. As next step the mBDocs messages are created and passed to the Outbound Message Flow.


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Figure 149: Initial load CRM to R/3: Data Flow

You start the initial upload with transaction R3AS. Choose the business adapter object, CRM as source Site type and R/3 as target Site type: • •

•

• •

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Within the Outbound message flow, the flow context MO4 (mBDoc Direct Send) controls the services to be called. The R/3 Outbound Adapter converts the BDoc to the BAPIMTCS structure and transfers the data per qRFC to the SAP Receiver. The nameconvention of the Queue is CRI*R3AU In the target system the function module CRM_UPLOAD_TRIGGER controlls the inbound processing. CRMSUBTAB contains the object specific function module. Storage of object references and record based key assignment. Error-free rollback in case of program abort or repeated data sending of identical data by checking the reference ID before creating the data on R/3 database.


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Figure 150: Initial load CRM to R/3 : Data Flow Acknowledgement

The object specific Function Module recognizes whether the same data has already been created by checking table CRMKEY. So unnecessary updates in the Backend can be provided. The Function module writes the data to the database (a delta event for the reply message will be automatically triggered). A delta load message with the message ID, the status and error messages is created and send back to the CRM system.

Figure 151: Customizing the Outbound Processing

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The messaging flow contexts: •

•

• •

MO1 Notification (MO: Messaging flow Outbound): Delta distribution of one instance to subscribed sites and additional consumers such as BW adapter or mobile bridge triggered by CRM Server Application. MO2 Notification (multiple): Delta distribution of more than one instance (multiple case) to subscribed sites and additional consumers such as the BW adapter. MO4 Initial Load CRM → R/3: Data extract starting at Admin. Console (from CRM to external sites R/3, XIF, Groupware Adapter). Table SMW3FDSTD contains the SAP standard flow definitions in the form of flow contexts. The SAP standard flow definitions are controlled by context entries in the BDoc type-specific and customer-specific tables. Table SMW3FDBDOC contains flow definitions that are BDoc type-specific but not customer-specific. If you want to override the standard flow, make the same entries for the same contexts as in the standard flow table SMWFDSTD. Table SMW3FDCUST contains the customer-specific and BDoc-specific flow definitions in the form of flow contexts. These entries override the BDoc type-specific flow and the standard flow. Additional definitions (for example, for the validation service, can be found in table SMW3BDOCIF).

Figure 152: View Flow Contexts for BUPA_MAIN

The complete definition a specific BDoc can be checked using transaction SMO8FD: Middleware → Message Flow → Display and Check Flow Definitions.

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Delta Load CRM to R/3

Figure 153: Different Types of Replication

BDoc messages are replicated to Sites. Messaging BDoc types are used within the CRM Middleware and passed to the R/3 Adapter. Two different replication types can be distinguished: • •

Simple bulk replication: If the site is subscribed, messages are replicated for all instances. Simple intelligent replication: Replication depending on field values (filter criteria).

However, every BDoc type can only be replicated via one replication type.

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Figure 154: Simple Bulk Replication: Replication Modeling

The data exchange between the CRM Server and the sites is defined in a replication model. Business object types are represented technically by means of BDoc types. One single replication object is generated from a BDoc type using the Administration Console (1:1 relation). Sites can then subscribe to one or more publications to receive the data relevant for their work. The simple bulk replication is the simplest replication type.

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Figure 155: Middleware Objects

Use Middleware Object Navigator (Transaction CMWMON) to check existing Middleware Objects and their relations. Use Admin Console (Transaction SMOEAC) to create customer specific objects like Sites, Replication Object, Publication and Subscriptions.

Figure 156: Simple Intelligent Replication: Replication Modeling

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Simple Intelligent Replication: •

•

Specification of criteria fields may be used to select the business objects of a particular logical type (for example, all customers in a particular postal code area). A certain basic set of publications is delivered in standard, but can be extended. Example: The replication object Business Partner (BUPA_MAIN) contains the replication criteria field IS_CUSTOMER which describes a Business Partner has been maintained with the role Sold-To. On the basis of the contents of this field, the objects are made available to the various sites. The region is another distribution criterion for the replication object customer. A value has to be defined for it in the criteria fields.

Figure 157: Admin Console: View Replication Objects

Replication Objects can be viewed via transaction SMOEAC (Administration Console). Choose Object Type Replication Object.

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Figure 158: Admin Console: View Publications

Publications can be viewed via transaction SMOEAC (Administration Console). Choose Object Type Publication.

Figure 159: Administration Console: Viewing Subscriptions

Subscriptions can be viewed via transaction SMOEAC (Administration Console). Choose Object Type Subscriptions.

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Figure 160: Admin Console: Assign Subscriptions to a Site

A subscription can be assigned to a site. Choose Object Type Site. Select the site you want to assign a new subscription. Go into change mode (F9) and select tab strip Subscription in the information area. Here you can assign or delete a subscription.

Figure 161: Delta Load CRM to R/3: Data Flow

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The CRM Application creates data on database and creates an BDoc within one LUW. The BDoc is passed to the Outbound Flow via qRFC. The name convention for the Queue is CSA*. For single data the Flow Context is MO1. For multiple data MO2. Within these Flow Contexts the Replication Service is called to find out the subscribed receivers. For each Receiver the Outbound Adapter is called. In our case the data is to be transferred to the R/3 System.

Figure 162: qRFC: Delta Load CRM to R/3

In our case the data is to be transferred to the R/3 System. The R/3 Outbound Adapter is called to convert the BDoc into a BAPIMTCS datacontainer. The BAPIMTCS datacontainer is transferred to the receiver via qRFC. The name convention for the Queue is R3AU*

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Exercise 29: Delta Load from CRM to ERP and Replication Administration Exercise Objectives After completing this exercise, you will be able to: • Use the Administration Console to view CRM Middleware administrative data • Create and replicate a business partner

Business Example As a Middleware administrator/consultant 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.

Task: Previously you created an order in the SAP CRM system and verified it was transferred to SAP R/3. This exercise shows the underlying Middleware setup that supports the delta transfer from CRM to R/3. This involves familiarization with the Administration Console.

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1.

Start the Administration Console.

2.

Examine the existing publications and subscriptions. View all subscriptions of the SAP R/3 site shown on your logon sheets. Also record the subscription that ensured that all orders taken in CRM would arrive in ERP. Where do you find all subscriptions for a publication? Are there criteria values assigned to the subscriptions? What subscription involve the transfer of orders. What replication object and therefore what BDOC is this subscription connected to?


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Solution 29: Delta Load from CRM to ERP and Replication Administration Task: Previously you created an order in the SAP CRM system and verified it was transferred to SAP R/3. This exercise shows the underlying Middleware setup that supports the delta transfer from CRM to R/3. This involves familiarization with the Administration Console. 1.

Start the Administration Console. a)

2.

Start the Administration Console with transaction SMOEAC or from the menu: Architecture and Technology → Middleware → Administration → Administration Console

Examine the existing publications and subscriptions. View all subscriptions of the SAP R/3 site shown on your logon sheets. Also record the subscription that ensured that all orders taken in CRM would arrive in ERP. Where do you find all subscriptions for a publication? Are there criteria values assigned to the subscriptions? What subscription involve the transfer of orders. What replication object and therefore what BDOC is this subscription connected to? Answer: All subscriptions of a site are listed for the object type Site → → → Subscriptions. You can view the subscriptions for a particular publication by selecting the object type Publications. Press the button Display objects and choose menu path Publications → . Whether criteria can be (or have to be) used depends on the replication type of the relevant publication. Publications of type Simple Bulk MESG for messaging BDocs (mBDocs)and of type bulk for synchronization BDocs (sBDocs) cannot be filtered using criteria values. Expanding the R/3 site, one of the subscriptions is “All Business Transactions MESG”. Selecting this subscription and accessing the Replication Objects Tab, you will find the replication object BUS_TRANS_MSG. Clicking on it brings you to the screen that shows this replication object is tied to the BDoc Name BUS_TRANS_MSG.

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Lesson Summary You should now be able to: • Describe the data exchange from CRM to SAP R/3

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Unit Summary You should now be able to: • Describe the message flow for SAP R/3 backend • Describe the connection between SAP CRM and SAP R/3 • Describe the synchronization scenarios for Customizing data • Describe the synchronization scenarios for Business data and for Conditions • Start data flow with CRM Middleware • Describe the data exchange from CRM to SAP R/3

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Unit 10 CRM Middleware Operations Unit Overview This unit describes the possibilities to monitor data loads, requests, Data Integrity Manager and troubleshooting.

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

Utilize Monitoring Tools Set up Error handling Features Understand the tools available to compare and synchronize objects across systems. Troubleshoot errors Initial Load from ECC to CRM Troubleshoot errors Delta Load from ECC to CRM Troubleshoot errors load from CRM to ECC

Unit Contents Lesson: CRM Middleware: Monitoring .......................................384 Exercise 30: CRM Middleware: Monitoring .............................395 Lesson: Error Handling.........................................................404 Lesson: Data Integrity Manager & Requests................................409 Exercise 31: Data Integrity Manager & Requests ......................415 Lesson: Troubleshooting Initial Load from ECC to CRM ..................421 Lesson: Troubleshooting Delta Load from ECC to CRM ..................430 Lesson: Troubleshooting Load from CRM to ECC .........................435 Exercise 32: Troubleshooting .............................................439

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Lesson: CRM Middleware: Monitoring Lesson Overview


Utilize Monitoring Tools

Business Example

Figure 163: CRM Middleware Monitoring Cockpit

The CRM Middleware Monitoring Cockpit provides status information and also serves as a navigation platform to access important administration and monitoring tools. Traffic lights indicate the status of the individual entries. The field in the right-hand column contains the date of each status determination. The CRM Middleware Portal can be accessed through the menu: Middleware → Monitoring → Central Monitoring → Monitoring Cockpit (SMWP).

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Lesson: CRM Middleware: Monitoring

Prerequisites for running the Monitoring Cockpit: •

The background processes has to be scheduled –

SAP_MW_COCKPIT_COLLECTOR_ . This job will be started after the transaction SMWP is called the first time by a user.

Figure 164: Display BDoc Messages

The function Display BDoc Messages lists all BDoc messages (transaction SMW01): Middleware → Monitoring → Message Flow). It displays: • •

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. The flow control trace, the data and error segments, the service in which the error occurred (last service reached), and the recipient list.

Successfully processed messages appear with a green light, those still in progress with a yellow light, and those with a terminal error condition appear 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 may be processed in one of the following ways:

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Mark as deleted Note: Deleting BDoc messages can cause data inconsistencies.

•

Retry processing.


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Figure 165: Bdoc Messages: Error Analysis

Use transaction SMW01 to display the reason for an error in the BDoc processing. Select the BDoc, then you choose the errors button. Any errors within the BDoc message state display. If the processing in the middleware did not result in an error nothing displays. In that case, you have to choose the button receivers, as the error occurred because the receiver had problems with processing the data. To display only the BDoc messages that had errors: In the selection screen mark the flag BDoc state: Errors or choose a selection for each status E01, E02, E03, E04 or any combination thereof. More information about BDoc error solving will be published in a Best Practice document. See also SAP Note 768503.

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Figure 166: BDoc Recovery Framework (1)

BDoc Message recovery mechanism improves error handling. • •

BDocs in Error status should be marked as “deleted” to avoid re-processing that might lead to inconsistencies. By marking the BDoc as deleted “saving its IDs” the object ID is added to the BDoc Recovery Work List which allows for further analysis in transaction SMW3RC.

Figure 167: BDoc Recovery Framework (2)

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Two main selection options are possible from transaction SMW3RC: Displaying the work list and displaying the process list. The work list is the list of BDoc messages which needs to be recovered. As soon as a BDoc message is deleted in transaction SMW01 by saving the identifiers, it is stored into that work list. This list can be analyzed by the administrator who must decide which operation is adequate for processing the data. Possible operations are: • • • •

Extracting the data from CRM (Post) Create a Request from R/3 Create a DIMA (Data Integrity Manager) comparison Mark the BDoc message as completed.

As soon as the administrator has selected the desired operation, the entries are removed from the work list and stored into the process list. From the process list, it is possible to start the desired operation. For mass processing of the process list use transaction SMW3RCW.

Figure 168: qRFC Outbound Scheduler Monitoring

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The outbound scheduler is usually not constantly working. Therefore, its status is usually shown as INACTIVE. • • •

It only starts working if new entries are stored in the outbound queue. To find out if it is running, check row Last update. To update the display, choose the Refresh button. If the outbound scheduler is processing a quantity of qRFC-LUWs, its status shows as WAITING. Note: Only registered queues can be processed. You can stop outbound processing by deregistering the RFC destination (for maintenance only).

Figure 169: qRFC Inbound Scheduler Monitoring

The inbound scheduler is configured based on queue names (which is different from the outbound scheduler SMQS which handles destinations). This means that if new queues are used, they have to be configured otherwise these entries will not be processed. In SM59 there should exist an internal destination called NONE •

(RFC connection type “I”). However, you cannot maintain a user here.

Furthermore in SM59 there should be for each queue (e.g. R3A*, CSA*, CRM*) a logical destination (RFC connection type “L”), which contains in field “Reference entry” the internal destination NONE. In the tab strip “Logon/Security” you can maintain the logon information for the CRM-internal RFC user (user type “Communications”). Later on the RFC requests are processed with this dedicated user. By using even several logical destinations as proposed above you can later distinguish by the user stamp from which queue a business document was created or changed.

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Now you can register the corresponding inbound queues in SMQR (R3A*, CSA*, CRM*, etc.) per transaction SMQR. At registration the created logical destination is entered into the field USERDEST, and is afterwards visible in the column “Destination with LOGON data”. This causes now that every inbound queue is processed with its specific logical destination (and therefore with a dedicated user).

Figure 170: Message Flow Statistics

The message flow statistics are launched via: Middleware → Monitoring → Message Flow → Display Message Flow Statistics (SMWMFLOW). To activate Message Flow Statistics, choose Goto → Activate Statistics. Here the Kernel application statistics and the Middleware message flow statistics can be individually activated. Additional information on how to active the monitors can be found in the SAP Library. The time to process BDoc messages in the CRM Middleware can display using the Message Flow Statistics for BDoc types, sites, and queues. This monitor shows the total execution time for a BDoc message, which consists of the time it was waiting in an inbound queue plus the processing time. The processing time is the sum of the time the BDoc spent in the inbound adapter and in the two Flows. This monitor displays either the average execution time for all BDoc messages of one type or the execution time for only one single BDoc message. The kernel application statistics provide the CPU time and the database time that was used to process all BDoc messages of a BDoc type. The response time includes the CPU time and the database time. Note that the database time also includes some CPU time, so that these two times not necessarily sum up to the

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response time (compare SAP Note 351207). It is also possible to display the executed times for the various services that were called with the selected BDoc type by selecting the Per service button. The SAP R/3 kernel application statistic monitor requires definition of the standard CCMS batch jobs.

Figure 171: Middleware Trace

From Display BDoc Messages, you can access the middleware trace. An alternative menu path is to the middleware trace with additional information is: Middleware → Monitoring → Message Flow → Display Middleware Trace (SMWT). You need to perform settings via Middleware → Monitoring → Message Flow → Set up Middleware Trace (SMWTAD) to use the function Display Middleware Trace. The Display BDoc Message Summary function lists the same BDocs as Display BDoc Messages but grouped according to site, message type (Exx, Ixx, Fxx), and BDoc type. An alternative menu path is to the Bdoc Message Summary is: Middleware → Monitoring → Message Flow → Display BDOC Message Summary (SMW02).

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Figure 172: Unprocessed BDoc Messages

From the menu, choose Architecture and Technology → Middleware → Monitoring → Message Flow → Display Unprocessed BDoc Message Summary.

Figure 173: Hints for an Error Analysis (Load Example)

Possible error situation: A business object has been changed in a CRM Server Application, but the change (delta load) is not received in SAP R/3.

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In case of errors or missing data updates in the target system, you may perform the following steps: • • • •

Check Display BDoc Messages including the middleware trace information Check the outbound queue of the CRM system Check the outbound queue of the R/3 system Check the inbound queue of the CRM System.

Furthermore, verify the RFC destination and the logical system assigned to your site (in the Admin Console) and the CRM Middleware parameter settings in the CRM System and SAP R/3 (for example, CRMRFCPAR). More information about BDoc error solving will be published in a Best Practice document. See also SAP Note 768503.

Figure 174: Message Flow Monitoring: Task Sheet for Administrator

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Exercise 30: CRM Middleware: Monitoring Exercise Objectives After completing this exercise, you will be able to: • Track the progress of a data load. • Understand the effect of the registration and de-registration of the RFC queues.

Business Example As an administrator you need to track the progress of data loads. You need to be able to know when and when not to reprocess filed BDOC messages, and be able to review queued records.

Task 1: Make a master data change in ERP and verify the change in CRM. Note: Your Instructor has de-registered the inbound queue of the CRM server. The instructor used transaction SMQR and de-registered Queues R3AD* which will kill all R/3 to CRM delta. In addition, he/she has ensured the locking mechanism SE38 >> ZSENQON is on! In addition to this, there is some customizing in the CRM system that is not in ERP which will cause you more problems. 1.

In the ERP system, change the P.O. Box number in the address data of your business partner with the name and search term GROUP##A to 23435 from 23434 in the SAP ERP system. Then save your entry and verify if the CRM system has received the change. Use Change mode in CRM, for exercise purposes only.

Task 2: Inbound processing has been interrupted. Find the relevant queue and data contained in LUW. 1.

Because the inbound processing has not yet taken place, you may view the relevant inbound queue (open a new session). Try to find the data contained in a logical unit of work (LUW). 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. Continued on next page

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Task 3: Activate the queue for your business partner manually. 1.

Did this cause the update to succeed?

Task 4: 1.

Display the reason your update failed.

Task 5: 1.

Perform the action suggested by the error message and get out of the locking situation.

Task 6: 1.

Try to reprocess your BDoc. Enter the copied BDoc ID number in the selection screen. Refresh the screen. What happens?

Task 7: Note: At this point remind the instructor that you are complete and that he/she should reregister R3AD* queues, using SMQR on CRM. 1.

Change the business partner (Group##A) again, this time add the region ZZZ. Make this change from the CRM transaction BPin change mode. To make sure we do not have a locking issue back out of the transaction in VD02 in ERP.

Task 8: Check whether the business partner now has a new region (ZZZ) in the ERP system. If it is not there, perform an extensive error tracking. 1.

Check, if the business partner is updated with region ZZZ in the ERP system.

2.

Check the inbound queue of the ERP system.

3.

Check the outbound queue of the CRM system

4.

Check the BDoc message.

5. Note: This step is optional. Now repeat the step above. This time, for the partner 4003## that you created in the initial exercise. Remember, it did not make it to CRM. Why did it fail?

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Solution 30: CRM Middleware: Monitoring Task 1: Make a master data change in ERP and verify the change in CRM. Note: Your Instructor has de-registered the inbound queue of the CRM server. The instructor used transaction SMQR and de-registered Queues R3AD* which will kill all R/3 to CRM delta. In addition, he/she has ensured the locking mechanism SE38 >> ZSENQON is on! In addition to this, there is some customizing in the CRM system that is not in ERP which will cause you more problems. 1.

In the ERP system, change the P.O. Box number in the address data of your business partner with the name and search term GROUP##A to 23435 from 23434 in the SAP ERP system. Then save your entry and verify if the CRM system has received the change. Use Change mode in CRM, for exercise purposes only. a)

Use transaction VD02 or this path in the ERP system: Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Change → Sales and Distribution.

b)

In CRM use transaction BP . Select the icon and then access change icon. Even though you are just looking access mode with the change mode!

c)

The change is not displayed because the inbound processing has been interrupted. The instructor has deactivated the standard RFC scheduler via Architecture and Technology → Middleware → Administration → Register/Deregister Queues.

d)

Do not register the inbound queue!

Task 2: Inbound processing has been interrupted. Find the relevant queue and data contained in LUW. 1.

Because the inbound processing has not yet taken place, you may view the relevant inbound queue (open a new session). Try to find the data contained in a logical unit of work (LUW).


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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. a)

Middleware → Monitoring → Queues → Display Inbound RFC Queues (transaction SMQ2)

b)

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 3 blanks between the digits.

Task 3: Activate the queue for your business partner manually. 1.

Did this cause the update to succeed? a)

Middleware → Monitoring → Queues → Display Inbound RFC Queues (transaction SMQ2)

b)

Select your queue R3AD_CUSTOME0000xxxxxx (xxxxxx stands for your customer number). Choose Display Selection. On the following screen press the Active queue button or press F6.

c)

Check, if your entries have been processed by pressing the Refresh button. Check if your change can be displayed in the CRM system: Master data → Business Partner → Maintain Business Partners (BP)

d)

The data has not changed.


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Task 4: 1.

Display the reason your update failed. a)

Middleware → Monitoring → Message Flow → Display BDoc Messages (SMW01)

b)

Use your user id at the top of the screen and use the radio button (last hour for example) to reduce the list.

c)

Identify the BDoc with the data of your business partner (look at the queue name). In the Display BDoc Messages screen, select your BDoc and choose the icon

.

d)

Go back and check the BDoc for any error information. Copy the BDoc ID number for later use.

e)

In the Display BDoc Messages screen, select your BDoc and choose Error (or Display Error Segments). Among some warnings you find the following error message: “Business Partner is currently being processed by ”

Task 5: 1.

Perform the action suggested by the error message and get out of the locking situation. a)

In CRM transaction BP use the icon do not need to save.

to leave the transaction. You


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Task 6: 1.

Try to reprocess your BDoc. Enter the copied BDoc ID number in the selection screen. Refresh the screen. What happens? a)

Middleware → Monitoring → Message Flow → Display BDoc Messages (SMW01)

b)

Select your BDoc in error status, go to BDoc message → Process → Reprocess to process or use the appropriate button Reprocess to process Message. Your BDoc, which had been in error status, now has a 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).

c)

Check if the change is now displayed for your business partner. The change should be displayed now.

Task 7: Note: At this point remind the instructor that you are complete and that he/she should reregister R3AD* queues, using SMQR on CRM. 1.

Change the business partner (Group##A) again, this time add the region ZZZ. Make this change from the CRM transaction BPin change mode. To make sure we do not have a locking issue back out of the transaction in VD02 in ERP. a)

Task 8: Check whether the business partner now has a new region (ZZZ) in the ERP system. If it is not there, perform an extensive error tracking. 1.

Check, if the business partner is updated with region ZZZ in the ERP system. a)

To view the data, choose: Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Display → Sales and Distribution (transaction VD03)

b)

The business partner has not been updated in the ERP System.


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2.

3.

4.

Check the inbound queue of the ERP system. a)

To view the data execute in the ERP system transaction SMQ2.

b)

The inbound queue of the ERP system is empty.

Check the outbound queue of the CRM system a)

To view the data, choose: Middleware → Monitoring → Queues → Display Outbound RFC Queues (transaction SMQ1)

b)

The outbound queue is empty.

Check the BDoc message. a)

To view the data, choose: Middleware → Monitoring → Message Flow → Display BDoc Messages (SMW01)

b)

Identify the BDoc with the data of your business partner.

c)

Select the BDocs of type BUPA_MAIN. Both the Overview and Detail View show the BP number as part of the queue name.

d)

Go back and check the BDoc for any error information.

e)

In the Display BDoc Messages screen, select your BDoc and choose the icon

and then the icon

for the errors.

f)

Figure 175: Receivers for BDoc

g)

The BDoc State is not processed. The error segment displays (select the icon in the Errors Column: The region ZZZ is not defined for country FR. Note the other sites are for the Groupware adapter which in our system has not been 100% installed, so no response is generated, which normally ends in a “yellow” status.

5. Note: This step is optional.


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Now repeat the step above. This time, for the partner 4003## that you created in the initial exercise. Remember, it did not make it to CRM. Why did it fail? a)

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It failed because the BP is already in CRM. It can not create two different Business Partners using the same number. This is a critical problem! Bad configuration of the number ranges in CRM Vs the ERP system can not be allowed. These number range mappings are set up via ERP transaction PIDE. We are not going to fix this problem in this class as it is a business issue that should not arise with proper configuration.


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Lesson Summary You should now be able to: • Utilize Monitoring Tools

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

Set up Error handling Features

Business Example

Figure 176: Integration of the Central Error Handling Service

The central error handling service (CES) is started by Flow Control after receiving internal or external error conditions, for example, if a service returns the error code Exx (E01, E04, etc.). Each service uses the CES for error handling. The information about the subsequent service is kept in the flow definition.

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Lesson: Error Handling

The central unit of all error information is the error segment, which is part of all BDoc messages and contains, for example, the: • • •

Message type Service return code Last service

Depending on the error segment information, the CES starts CES actions. Possible CES Actions include Workflow, Mail.

Figure 177: Error Handling Strategy

General strategy: The modular architecture of the middleware server allows central error handling, where each service or adapter can return error messages or codes to the overall process control. Depending on these codes, different error actions can be triggered, leading to a resolution of the problem. In addition, regular monitoring by the system administrator prevents or detects other error conditions. The CCMS can be started with transaction RZ20 (CCMS Monitor Sets).

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Figure 178: Error Handling: Flow Control

By definition, an error has occurred when a service returns an error code Exx (E01, etc.). WORKFLOW EVENT: A standard event is preconfigured and appears by default in the inbox of the user who has created or changed the data in CRM. For data coming from R/3 the inbox of the user maintained in the RFC destination receives the workflow event. When the event is executed, you can view the message and decide whether to: • • •

Delete the message Resume the message Resume processing with the next service

MAIL: An e-mail message is sent to a specified user. This e-mail may contain the BDoc message and processing information.

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Lesson: Error Handling

Figure 179: Error Handling Configuration

Different assignments of error actions are possible: • • • •

Standard Error Action (valid for all messages) Error Action for a Specific BDoc Type Error Action for a Specific Site Type Error Action for Aborted Messages

These four logical levels are used in reverse order to determine the error actions to be carried out. If no specific error action has been assigned to a message, the least specific action (this means the default action) starts. You can choose the following actions for a message: •

• •

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Workflow event: the start event SERVICEERROROCCURRED of object type MIDMESSAGE has been prepared (the end event is SERVICEERRORFINISHED). This event triggers a work item of standard task TS75110000 (MIDMESSAGE.ShowMessage). As the event is executed, you can view the message and decide on what to do with it (Deletion, Resubmission, Resume Processing with the next service). E-mail function. Use transaction SMW3WD to find aborted BDoc Messages.


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Lesson Summary You should now be able to: • Set up Error handling Features

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Lesson: Data Integrity Manager & Requests

Lesson: Data Integrity Manager & Requests Lesson Overview Lesson Objectives After completing this lesson, you will be able to: •

Understand the tools available to compare and synchronize objects across systems.

Business Example

Figure 180: Data Consistency

In certain cases, you need tools to correct data inconsistency, for example, after you have to reset one system (incomplete recovery). SAP provides tools to detect inconsistencies and repair inconsistencies. The Data Integrity Manager is a tool within CRM (transaction SDIMA) and can be used to repair inconsistent customizing settings between CRM and the R/3 Backends. The Request loads selected data from SAP R/3 System to the CRM database or from an CRM database to an R/3 system. Both are triggered on the CRM system with Transaction R3AR4. The request overwrites entries for customizing objects and business data. Therefore, it behaves like an initial load. The request filters complement the adapter object filters, by further narrowing the data load and therefore permitting more refined filtering. Requests are used to synchronize data with no delta load capability like customizing.

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Figure 181: Enhanced: Data Integrity Manager

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. • •

A header compare checks if an object instance exists in both databases. 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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Figure 182: Explicit Requests for Individual Data

Requests may be started using the menu Middleware → Data Exchange → Synchronization → Start Requests (R3AR4). The Request loads selected data from SAP R/3 to the CRM database or from an CRM database to R/3. Both are triggered on the CRM system with Transaction R3AR4. The request overwrites entries for customizing objects and business data. Therefore, it behaves like an initial load. The request filters complement the adapter object filters, by further narrowing the data load and permitting therefore more refined filtering. The request filters are merged with the general Adapter Object filters. Caution: General Adapter Object filters for the table fields are ignored during a Request, if the filters of that request are defined for the same table fields. The reason for this is that the extractors, that is, the modules that extract the data from the database, combine filters for the same table fields with an or statement. If the filter of a request is also combined with an or statement, the result would be the entire data volume of the initial load. Please keep this in mind, if you define filters for Requests. Requests can also be scheduled using background jobs (report SMOF_REQUESTN). With a dedicated request, the possibility exists to repair a BDoc error. Mark the faulty BDoc as deleted in Transaction SMW01 and start the request for the object (for example, BUPA_MAIN) with the special filter settings.

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Caution: This workaround should only be used if the object has not been changed after the change you want to redo. Otherwise, data inconsistencies could occur. Check carefully with the application consultants before using this method!

Figure 183: Create Request

To create a new request, start transaction R3AR2. Switch to change mode and choose New Entries. Enter a request name and the corresponding adapter object. Choose Enter to actualize the object class and the other attributes. You can navigate to the maintenance of the selection criteria by double-clicking Request Detail. Choose New Entries and enter the table name and field name of the source table in sender system. Choose the value or the interval for the database selection.

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Figure 184: qRFC: Request for Business Adapter Objects

The naming convention for the queues of the qRFC is R3AR_ (R/3 Adapter Request) for explicit requests for individual data.

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Exercise 31: Data Integrity Manager & Requests Exercise Objectives After completing this exercise, you will be able to: • Setup the Data Integrity Manager via transaction code SDIMA. • Use a “request” to sync. the data in R/3 and CRM.

Business Example As an administrator the data in your systems sometimes gets out of sync. Using the DIMA tool set it is easy to get them back in sync.

Task 1: Create a DIMA instance limited to the BP you created in the prior exercise. Do a header then a detailed compare and then create a request to fix any discrepancy between the details of the BP in CRM vs. the Customer in the ERP system. Hint: Before this exercise starts, remind your instructor to load region ZZZ as a valid region for Country FR in the ERP system using the path SPRO → SAP Netweaver → general settings → Set countries → insert regions. 1.

Create a DIMA instance filtering on your specific customer. Check, if the business partner is created in the ERP system. Use the information in the table below. Field Name or Data Type

Values

Dima Instance

Group##

Dima Object

Customer

Filter Mode

C Dima Filter Only

Start Compare on Wizard Completion

“Check this box”

Filter Settings After adding a filter row: Table

KNA1


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Field Name

KUNNR

Option

EQ

Low* 10 digit customer number from R/3 add leading zeros as needed. Use the number from your “Group## A” business partner.

0000__ __ ___ ___ ___ ___

2.

Refresh the result to see the execution of your DIMA instance. And evaluate the status lights. You just performed a header compare.

3.

Start a detailed compare.

Task 2: Create a Request designed to fix the ERP customer master (adding the ZZZ region). Execute the request to accomplish the fix. Note: You might need to ask the instructor to run job ZSENQOFF to allow group n access, to configuration tables. 1.

Create the request using the information below: Request Header Information: Request name: CR500GR## Adapter Object: BUPA_MAIN Object Class: BUPA Request Detail Table Name: BUT000 Field Name: PARTNER INCL/EXCL: I ( inclusive defined set / array) OPTION: EQ (equality) LOW: “YOUR BP NUMBER” (0000__ __ __ __ __ __)

2.

Now start your request. Use the following. Request Name: CR500GR## Source System: CRM (In caps) Target System: R/3 (In caps)

3.

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Verify the ERP customer is updated with region “ZZZ”.


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Solution 31: Data Integrity Manager & Requests Task 1: Create a DIMA instance limited to the BP you created in the prior exercise. Do a header then a detailed compare and then create a request to fix any discrepancy between the details of the BP in CRM vs. the Customer in the ERP system. Hint: Before this exercise starts, remind your instructor to load region ZZZ as a valid region for Country FR in the ERP system using the path SPRO → SAP Netweaver → general settings → Set countries → insert regions. 1.

Create a DIMA instance filtering on your specific customer. Check, if the business partner is created in the ERP system. Use the information in the table below. Field Name or Data Type

Values

Dima Instance

Group##

Dima Object

Customer

Filter Mode

C Dima Filter Only

Start Compare on Wizard Completion

“Check this box”

Filter Settings After adding a filter row:

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Table

KNA1

Field Name

KUNNR

Option

EQ

Low* 10 digit customer number from R/3 add leading zeros as needed. Use the number from your “Group## A” business partner.

0000__ __ ___ ___ ___ ___

a)

Follow the CRM path: Architecture and Technology → Middleware → Data Exchange → Synchronization → Data Integrity Manager (transaction SDIMA)

b)

Select the “New DIMa Instance” button: Using the “continue” button on the bottom of the wizard, enter the information in the table below: When you get to the filter settings step you will need to select the icon to add a filter. Continued on next page


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c) 2.

When you are finished using the wizard, the last step of pressing “complete” will execute the DIMa.

Refresh the result to see the execution of your DIMA instance. And evaluate the status lights. You just performed a header compare. a)

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After a minute or 2 click the Refresh Icon, and double click on the folder “one object exists in both systems”. Review the results in the right side of the screen that show the BP exists in BOTH CRM and ERP.

Start a detailed compare. a)

Select the row on the results table, and then follow the path DIMA >>> Start Detailed compare (or use the drop down box next to the compare icon). After a minute or two, click the refresh icon and then select the red status light. Now scroll to the right on the revised results row and click on the check box for the messages. It should SAY ZZZ does not exist in R/3.

Task 2: Create a Request designed to fix the ERP customer master (adding the ZZZ region). Execute the request to accomplish the fix. Note: You might need to ask the instructor to run job ZSENQOFF to allow group n access, to configuration tables. 1.

Create the request using the information below: Request Header Information: Request name: CR500GR## Adapter Object: BUPA_MAIN Object Class: BUPA Request Detail Table Name: BUT000 Field Name: PARTNER INCL/EXCL: I ( inclusive defined set / array) OPTION: EQ (equality)


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LOW: “YOUR BP NUMBER” (0000__ __ __ __ __ __)

2.

a)

Follow path: Architecture and Technology → Middleware → Data Exchange → Synchronization → Define Requests.

b)

First select new entries and create the Header, then select the header and branch to the details.

c)

Save your request.

Now start your request. Use the following. Request Name: CR500GR## Source System: CRM (In caps) Target System: R/3 (In caps) a)

3.

Verify the ERP customer is updated with region “ZZZ”. a)

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Follow path: Architecture and Technology → Middleware → Data Exchange → Synchronization → Start Requests.

Either wait a minute or two and check your customer via ERP transaction VD03, or first use the path: Architecture and Technology → Middleware → Data Exchange → Synchronization → Monitor Requests to see if it finished ok..


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Lesson Summary You should now be able to: • Understand the tools available to compare and synchronize objects across systems.

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Lesson: Troubleshooting Initial Load from ECC to CRM

Lesson: Troubleshooting Initial Load from ECC to CRM Lesson Overview Lesson Objectives After completing this lesson, you will be able to: •

Troubleshoot errors Initial Load from ECC to CRM

Business Example

Figure 185: Initial Load for Business Data: Monitoring

The download Monitor, transaction R3AM1, gives the status of the Initial Load of a Business object. The BDoc monitor, transaction SMW01 gives the status of single BDoc messages. To find out which BDoc type is used for a Business object, check the object management (transactions R3AC1, R3AC3 or R3AC5). You will find the corresponding BDoc in the details of a Business object. To check if the data is complete, check the corresponding application transactions or tables where the data is stored.

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Request and DIMA problems can be checked in the same way as Initial loads with a few exceptions: • •

The monitor is not R3AM1 but R3AR3 for the request and contained in transaction SDIMA for DIMA Instances The queue names are different: R3AR* for Request and R3AH* or R3AT* for DIMA.

Loads from CRM to CDB can be checked in the same way as loads from ECC to CRM with a few exceptions: • • •

Everything that has to be checked in ECC for loads from ECC should be checked in CRM instead The queue name is is different, it starts with CRI or CDB Usually, no specific destination is used but destination NONE.

Figure 186: Load Has Not Been Started

Check, if object has parent objects: Parent objects are stored in table SMOFOBJPAR and can be viewed in the object management (transactions R3AC1, R3AC3 or R3AC5). Check, if parent objects have been loaded successfully.

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Check, if number of running Initial loads, Requests and DIMA Instances is higher than SMOFPARSFA parameter MAX_PARALLEL_PROCESSES. •

•

Check the download monitor (R3AM1), the request monitor (R3AR3) and DIMA (SDIMA). The corresponding tables are SMOFDSTAT, SMOFRSTAT and SDIMASTAT. All entries in those tables with status running have to be added to give the total number of processes. If there are not enough free processes, the order in which the loads are started is as follows: – – – –

Start Initial Load for objects which do not have any parent object at all. Start Initial Loads for objects that have parent objects that have green status. Start Requests. Start DIMA instances.

Figure 187: Load Has Been Aborted

Load has been aborted manually. Restart the Initial Load. Load has been aborted automatically. The Load of data from CRM to ECC has not been successful, check as for Upload.

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Aborting an Initial load: •

If you need to abort an Initial Load, aborting the load in the download monitor, transaction R3AM1,, will not be sufficient. Follow these steps: – –

– –

Abort the Initial Load in transaction R3AM1. Check for the correct process in ECC or CRM transaction sm50 and cancel it. Make sure that you cancel the correct process to avoid data loss. The user of the process should be the user maintained in the RFC destination in sm59. Delete the queue entries in transaction SMQ1 and SMQ2. There can be queue entries in both queues. It is dangerous to delete Initial loads and you should be certain of what you are doing!

Figure 188: Load is running

Check in the download monitor, transaction R3AM1, if the number of blocks that have been processed increases. If so, the load is still running and you have to wait. If the block number does not increase or even is “0”, check the following: Has the data request reached SAP ECC? • • •

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Check for queue entries in CRM Outbound queue (SMQ1). If the block number in the Download Monitor (R3AM1) shows 0 blocks: Check the destinations for ECC (in CRM) in transaction SM59 (RFC Destination).


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Has the data been extracted in ECC? •

Check for short dumps in ST22 (ABAP Runtime Error) in ECC.

Has the data been sent to CRM? • •

Check for queue entries in qRFC Outbound queue (SMQ1) If the block number in the Download Monitor, transaction R3AM1) shows 0 blocks: – – – –

•

Check the destinations for CRM (in ECC) in SM59 (RFC-Destination) Check which consumer is used for the object in the object management Check table CRMCONSUM in ECC if the consumer is active Check for the given consumer in table CRMRFCPAR in ECC if an entry exists for the object Has the data reached CRM?

– –

•

Check for queue entries in CRM Inbound queue (SMQ2) Check in the flow trace, transaction SMW01, if there are BDoc Messages in error state – Check for short dumps in transaction ST22 (ABAP Runtime Error) in CRM Table CRMRFCPAR: –

•

Table CRMRFCPAR is valuated in the way that an entry for a specific object will always be taken if it exists. If no specific entry exists, an entry with objectname “*” will be taken. The same goes for the load type. If no entry exists, the Initial load will roll back to transaction SMQ1 in CRM with a SYSFAIL, saying that no CRM is connected. – If the flag DISCARDDAT (dicard data, ignore data) is set to “X”, no data is sent. Status of queue entries: – –

– –

Queuenames for an Initial load start with R3AI. If Queue entries exist in status READY, check transactions SMQS (for SMQ1) or SMQR (for SMQ2) . If Queue entries exist in status SYSFAIL, analyse the error, correct it and restart the queue. SYSFAILS often are the cause of dumps. If you get a SYSFAIL in the outbound queue in CRM, check the ECC system for dumps and vise versa. If Queue entries exist in status RUNNING, wait for the Load to finish. Caution: NEVER DELETE A QUEUE ENTRY MANUALLY.

•

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Check, if the RFC destination points to the correct system. If an Initial load is started in system A and selects data in system B and the RFC destination is called SYSTEM A but points to system C instead, the data will be send to system C where they are not processed. System A will never get an answer and the Load will remain in status running with 0 blocks loaded.

Figure 189: BDoc Error

Check in the BDoc Message Monitor, transaction SMW01, if it is a technical error or a validation error. For technical errors, check if there are corresponding short dumps in transaction ST22 (ABAP Runtime Error). For validation errors, check the error messages and correct the problem. Note: Restarting an erroneous BDoc may cause data inconsistency if changes to the Business object have been done afterwards. If you are not sure if the Business object was changed in the meantime, compare the two objects and check which one is correct. Then define a Request for the Business object and start it. You can then set the erroneous BDoc message manually to completed. If you are sure that no changes have been made, you can restart the erroneous BDoc message.

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Figure 190: Data Is Not Complete

Check Business Adapter Object (transaction R3AC1): • •

Check the filter criteria: Is a filter condition reason for missing data? Check Tab Tables / Structures in Object : is the flag inactive marked for a needed table?

Check Middleware Trace (transaction SMWT) for messages.

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How do combined filters work? •

•

If more than one filter condition is maintained, filters are combined so that filter conditions on the same field of the same table are combined using the logical OR while filters on different tables or fields are combined using the logical AND. Example: Tablename Fieldname Operator Value – – – –

KNA1 KUNNR EQ 0000012345 KNA1 KUNNR GE 0000020000 KNA1 BRSCH EQ ABC KNVV VKORG EQ 1000

This will result in all Business Partners of branch ABC and sales organization 1000 which have the customer numbers 0000012345 OR a number greater or equal to 0000020000. • Note: You cannot create filter conditions like ( Field A equal 1 and field B equal X ) OR ( Field A equal 3 and field B equal Y ).

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Lesson Summary You should now be able to: • Troubleshoot errors Initial Load from ECC to CRM

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Lesson: Troubleshooting Delta Load from ECC to CRM Lesson Overview Lesson Objectives After completing this lesson, you will be able to: •

Troubleshoot errors Delta Load from ECC to CRM

Business Example

Figure 191: Delta Download: Check Customizing

Is the Delta Load active? • •

Check, if the applications BC-MID and NDI are active in table TBE11 in the ECC back-end Check, if the Business Transaction Events (BTEs) are active – –

In CRM go to transaction R3AC4 and check for the events In ECC check, if those events can be found in table TBE31.

Event handling

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Lesson: Troubleshooting Delta Load from ECC to CRM

In transaction R3AC4 all events are listed that are needed for the different objects. These events are automatically activated if an Initial load is started. You can use transaction R3AC4 to manually activate or deactivate events. Events are client independent, therefor it is not possible, to deactivate the event if it shall be deactivated for one client in ECC. If you want to deactivate it completely, you have to do that manually. Deactivating an Event in transaction R3AC4 leads to an entry in CRMRFCPAR that has the flag “Discard data” set to “X” and thus prevents the data from being sent to CRM. Table CRMRFCPAR: Table CRMRFCPAR is valuated in the way that an entry for a specific object will always be taken if it exists. If no specific entry exists, an entry with objectname “*” will be taken. The same goes for the load type. If no entry exists, no answer will be send.

Figure 192: Delta Download: Error Within SAP ECC

Has the data been send to CRM? • • • • • •

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Check for queue entries in ECC Outbound queue (SMQ1) Check the destinations for CRM (in ECC) in SM59 Check table CRMCONSUM in ECC for all active consumers Check for all active consumers in table CRMRFCPAR in ECC if an entry exists for the object If the queue is stopped, check if an Initial Load or Request is running Check the filter definitions.


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Status of queue entries: •

•

If there is a STOP entry for a queue beginning with R3AD and a “*” at the end, this usually is set due to a running Initial Load or Request. These have to be finished before any Delta Load is allowed to be processed. For more details about the structure of queue entries, refer top previous slide on load is running.

Where to check the filter definition: •

You can check the filter definition in CRM in the object management (R3AC1, R3AC3 or R3AC5). Check, for which consumer the filter has been set. Check, if the consumer used in ECC table CRMRFCPAR matches the consumer of the filter criteria.

Figure 193: Delta Download: Error in CRM (1)

Has the CRM received the data? • • •

Check for queue entries in CRM Inbound queue (SMQ2) Check in the CRM Middleware flow trace, transaction SMW01,, if there are error messages for the BDoc message. Check for short dumps in transaction ST22in CRM.

If too much data gets to CRM • • •

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Lesson: Troubleshooting Delta Load from ECC to CRM

Status of queue entries: •

For more details about the structure of queue entries, refer top previous slide on load is running.

Figure 194: Delta Download: Error in CRM (2)

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Lesson Summary You should now be able to: • Troubleshoot errors Delta Load from ECC to CRM

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Lesson: Troubleshooting Load from CRM to ECC

Lesson: Troubleshooting Load from CRM to ECC Lesson Overview


Troubleshoot errors load from CRM to ECC

Business Example

Figure 195: No Data Replication to R/3 Site

Is the R/3 site receiver of the data? • •

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Does an R/3 site exist with the correct RFC Destination. Check in the Administration Console (Transaction SMOEAC) Check, if there is a corresponding subscription for the object and the R/3 Site in the Administration Console (Transaction SMOEAC).


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Figure 196: No Data Replication to R/3 Site: Delta Load

The CRM Application creates data on database and creates an BDoc within one LUW. The BDoc is passed to the Outbound Flow via qRFC. The name convention for the Queue is CSA*. For single data the Flow Context is MO1. For multiple data MO2. Within these Flow Contexts the Replication Service is called to find out the subscribed receivers. For each Receiver the Outbound Adapter is called. In our case the data is to be transferred to the ECC System.

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Figure 197: No Data Transfer

In our case the data is to be transferred to the ECC System. The ECC Outbound Adapter is called to convert the BDoc into a BAPIMTCS data container. The BAPIMTCS data container is transferred to the receiver via qRFC. The name convention for the Queue is R3AU* Has the data been sent to ECC? • •

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Check for queue entries in CRM Outbound queue, transaction SMQ1 Check the destinations for ECC (in CRM) in transaction SM59.


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Figure 198: No Answer from ECC

The BDoc monitor will show if the ECC has not sent an answer yet; the status will be “Send to receiver, not all have responded”. Check the receivers for errors. Has the CRM received an answer? • • • • • • • •

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Does the Delta load work – check as for Delta Loads Check for queue entries in ECC Outbound queue (SMQ1) Check the destinations for CRM (in ECC) in SM59 Check table CRMCONSUM in ECC for all active consumers Check for all active consumers in table CRMRFCPAR in ECC if an entry exists for the object Check for queue entries in CRM Inbound queue (SMQ2) Check in the flow trace, transaction SMW01, if there are error messages for the BDoc Check for short dumps in transaction ST22 in CRM.


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Exercise 32: Troubleshooting Exercise Objectives After completing this exercise, you will be able to: • Go step by step in the process of debugging a middleware problem.

Business Example As an administrator, you know middleware and the related system configuration sometimes breaks. You need to be able to fix problems via step by step troubleshooting.

Task 1: Create a customer in ERP. This time use account group 001 (sold to party) Create the customer with the external number 999## in Paris, FR. Use the search term and name “Group##C” in ERP as a copy of 301145 using the following data: This time you will assign the customer an external number, and you will use the account group 0001. You must also add tax classifications of “0” for DE and the US. Hint: Before this exercise starts, your instructor will “break the system”. It is your job to figure out why your newly created customer from the ERP system is not loading to CRM. Note: You are not to fix the problem as it will be unfair to the other students. In addition, please do not tell the other students what you find, just tell the instructor and they will congratulate you! You should also not change any configuration that will break anything else, again to be fair to all. 1. Field Name or Data Type

Values

Account Group

0001 (sold to party)

Customer

999##

Sales Organization

3020

Distribution Channel

30

Division

00

***** REFERENCE **** Customer

300045 Continued on next page

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Sales Organization

3020


30

Reference Division

00

***** New information ****

2.

City

Paris

Country

FR

Tax Classification DE

0

Tax Classification US

0

Verify that the customer 999## was created in CRM. Did it make it to CRM?

Task 2: Troubleshoot the problem. Below are some things to check. They are not necessarily in the correct order, but a great suggestion! We also suggest you access many of them by branching off the CRM Middleware monitoring cockpit. 1.

Access the middleware monitoring cockpit, this will be your starting point for evaluation. Although the status lights might not be updated due to the fact that the jobs that update the status on the cockpit have different scheduled frequency, it is still a good place to start, as it will have links to many things you should check. From SMWP, verify that the SAP_MW_COCKPIT_COLLECTOR_ job is actually running every hour. Also check to see if your CRM system is linked to the ERP system. Verify the logical and RFC destination system is, in fact, the correct one.

2.

Check the Queues in R/3 and CRM to see if they have not been processed. Is your BP involved in a blocked queue?

3.

Check for BDOC errors. Is your customer 999## involved in any BDOC message errors?

4.

Investigate the filters assigned to the adapter object for materials from R/3. Make sure your implementation was not filtering out some objects so they are not transferred to CRM on purpose. In order to do this you must first find out which adapter object is involved with the KNA1 table, this is the table that stores the customer data in R/3. Note: At the end of the exercise (after all students have completed it) please remind the instructor to remove the filter they added to “break the system” or just set the inactive flag!

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Solution 32: Troubleshooting Task 1: Create a customer in ERP. This time use account group 001 (sold to party) Create the customer with the external number 999## in Paris, FR. Use the search term and name “Group##C” in ERP as a copy of 301145 using the following data: This time you will assign the customer an external number, and you will use the account group 0001. You must also add tax classifications of “0” for DE and the US. Hint: Before this exercise starts, your instructor will “break the system”. It is your job to figure out why your newly created customer from the ERP system is not loading to CRM. Note: You are not to fix the problem as it will be unfair to the other students. In addition, please do not tell the other students what you find, just tell the instructor and they will congratulate you! You should also not change any configuration that will break anything else, again to be fair to all. 1. Field Name or Data Type

Values

Account Group

0001 (sold to party)

Customer

999##

Sales Organization

3020


30

Division

00

***** REFERENCE **** Customer

300045

Sales Organization

3020


30

Reference Division

00

***** New information **** City

Paris


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Country

FR

Tax Classification DE

0

Tax Classification US

0

a)

Access transaction code VD01.

b)

, press again to Enter the Data in the above table and choose respond to the warning about the fact that the Reference Account Group is not the same as the one you are now using.

c)

Enter “Group##C” in both the Name and Search Term fields and the city of Paris and country of FR. Also add the transportation zone F000010000.

d) e) f) 2.

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Save. You may need to enter the tax staus of “1” for each country in the following screen. Save.

Verify that the customer 999## was created in CRM. Did it make it to CRM? a)

Access the older CRM transaction “BP”: Select the open enter the customer # 999##.

b)

The answer should be no, the 999## had a problem getting to the CRM system. It has been stuck somewhere. You need to figure out why in the remainder of this exercise.

icon and

Task 2: Troubleshoot the problem. Below are some things to check. They are not necessarily in the correct order, but a great suggestion! We also suggest you access many of them by branching off the CRM Middleware monitoring cockpit. 1.

Access the middleware monitoring cockpit, this will be your starting point for evaluation. Although the status lights might not be updated due to the fact that the jobs that update the status on the cockpit have different scheduled frequency, it is still a good place to start, as it will have links to many things you should check.


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From SMWP, verify that the SAP_MW_COCKPIT_COLLECTOR_ job is actually running every hour. Also check to see if your CRM system is linked to the ERP system. Verify the logical and RFC destination system is, in fact, the correct one. a)

From the cockpit using the path: Architecture and Technology → Middleware → Monitoring → Central Monitoring → Monitoring Cockpit (SMWP)

b)

Verify that the initial view is SAP_ALL, if not change it to this view by using the drop down box at the top left of the screen.

c) Note: By changing the view, you can focus in on one specific branch of full “SAP_ALL” monitoring tree.

2.

d)

Save this view as your favorite view, so that it will be sure to come in the next time by selecting the “Set as Start View” button.

e)

Select the legend icon and review the meaning of the symbols on the monitoring cockpit.

f)

Verify that the job to update the status lights is running every hour: Open the branch called “Background Jobs” and double click the job “Collector for the monitoring Cockpit”. Now double click any run of the job executions in the overview screen. Now select the “start condition” button and then the “period values” button. Is the Frequency hourly? Yes!

g)

Now find Runtime Information → Adapter status information → Parameters In R/3 backends > R/3 → Parameters for Object load management

h)

Now double click “Entries with RFC-Destination for the local CRM system”. Note the table name of CRMRFCPAR and click “Display”. In this R/3 CRMRFCPAR table look for entry CRM to verify which CRM system is the user for this R/3 system (you might not notice you are no now in your ERP system!).

Check the Queues in R/3 and CRM to see if they have not been processed. Is your BP involved in a blocked queue? a)

In transaction SMWP (the monitoring cockpit ), access Runtime Information → Data Exchange Using QRFC Queues → QRFC Queues in R/3 Backends R/3 → Loads for CRM Server → now Double Blocked Queues (SMQ1 on the ERP system)

b)

QRFC Queues in CRM server → Data Exchange with R/3 backend → Loads from R/3 back end → Blocked Queues (SMQ2 on CRM) Continued on next page

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Check for BDOC errors. Is your customer 999## involved in any BDOC message errors? a)

Although the monitoring cockpit has direct links to the BDOC errors, using the path: Run Time Information → CRM Middleware BDOC message in the flow → Status of Bdoc Messages( this accesses SMW02-BDOC Message Summary), it might be better to: Use SMW01, to access the details.

b)

Answer: No

Investigate the filters assigned to the adapter object for materials from R/3. Make sure your implementation was not filtering out some objects so they are not transferred to CRM on purpose. In order to do this you must first find out which adapter object is involved with the KNA1 table, this is the table that stores the customer data in R/3. Note: At the end of the exercise (after all students have completed it) please remind the instructor to remove the filter they added to “break the system” or just set the inactive flag! a)

Check business adapter object. To find it use the Table SMOFTABLES and enter the R/3 customer master table KNA1 in the R3TABNAME field. The adapter Object is CUSTOMER_MAIN.

b)

Find this adapter object “CUSTOMER_MAIN” in Object Management via path Architecture and Technology → Middleware → Data Exchange → Object Management → Business Objects (transaction R3AC1). Review it settings. Is it active? Does it have any filters coming from the R/3 source. Yes it does! “Your company= your crazy instructor” decided not to transfer Business Partners (TABLE KNA1, field KUNNR) with the numbers between 0000099900 and 0000099950.

c) Note: At the end of the exercise (after all students have completed it) please remind the instructor to remove the filter they added to “break the system” or just set the inactive flag!

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Lesson Summary You should now be able to: • Troubleshoot errors load from CRM to ECC

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Unit Summary

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Unit Summary You should now be able to: • Utilize Monitoring Tools • Set up Error handling Features • Understand the tools available to compare and synchronize objects across systems. • Troubleshoot errors Initial Load from ECC to CRM • Troubleshoot errors Delta Load from ECC to CRM • Troubleshoot errors load from CRM to ECC

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Test Your Knowledge

Test Your Knowledge 1.

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Answers 1. Answer:

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Unit 11 Data Exchange with 3rd Party Backend Unit Overview This unit goes into details of data exchange with 3rd party backends using CRM Middleware.

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

Describe data exchange via the XIF (EXternal Interface Adapter).

Unit Contents Lesson: External Interface Adapter (XIF)....................................450 Exercise 33: External Interface for IDocs ...............................459

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Lesson: External Interface Adapter (XIF) Lesson Overview Lesson Objectives After completing this lesson, you will be able to: •

Describe data exchange via the XIF (EXternal Interface Adapter).

Business Example The External Interface Adapter •

It can be used for:

•

– Initial load of data objects – Continuous data exchange of data objects in real time It works bilaterally: Business objects (data) can be sent and received:

•

– From SAP CRM to external systems – From external systems to SAP CRM It uses two standard formats: –

•

XML/SOAP (Extensible Markup Language / Simple Object Access Protocol) – ALE/IDoc (Application Linking and Enabling / Intermediate Document) It is extensible without modifying the program code

Business data objects such as orders or business partners can be sent in SOAP/XML or IDoc format using external interfaces (XIF). • •

From the CRM system to external systems From external system to the CRM system

Data objects can be loaded initially via file transfer using the DX/LSMW (Data Exchange/ Legacy System Migration Workbench) Workbench and they can be sent permanently to the CRM system. Data objects can be loaded initially using the CRM Middleware adapter framework in external systems, loaded in a data file, or be sent permanently by CRM in external systems via appropriate application transactions.

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Lesson: External Interface Adapter (XIF)

Figure 199: Back-End Integration Overview with the XIF Adapter

• • • • • • •

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SAP Business Connector is freely available for customers at http://service.sap.com/connectors. CRM includes DX Workbench and a mapping tool for file-based initial data load. 15 certified third-party ALE message handling systems (BEA, IBM MQSeries, NEON, TIBCO) 58 certified third-party ALE converters (CrossWorlds, Harbinger, Mercator, Oberon, Sterling) 57 certified third-party EDI subsystems (Actis, Harbinger, Premenos, Seeburger, Sterling) 14 certified third-party migration interface partner tools (Artuad. ETI*Extract, NSX, SOPRA) Details of certified third-party products can be found at http://www.sap.com/csp.


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Figure 200: The XIF Adapter: Exchanged Business Objects

Figure 201: The XIF Adapter: Overview

The XIF Adapter provides: • •

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Services in the CRM Server messaging flow Bulk-message-capable IDoc and XML interfaces for external systems.


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Figure 202: External Interface Adapter

In outbound transactions – for example, creating or changing a data object within an application transaction – an mBDoc is created and transferred to the CRM Middleware. Possible external receivers for the mBDoc are determined within the CRM Middleware and are transferred to the XIF Adapter together with the mBDoc. The data in the mBDoc is converted in the XIF Adapter into an XML-like complex data structure and an appropriate basic service (SOAP, ALE) is started that sends the data object to the external receiver, for example, via a third-party Middleware tool. In inbound transactions, incoming messages in XML or IDoc format are received by the XIF Adapter via the basic services (SOAP, ALE) and are converted into the structures in the mBDoc. The CRM Middleware then starts, calling an appropriate application validation service that updates the application after successful checks on the message.

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Figure 203: The External Interface Adapter: SOAP/XML

More detailed overview of SOAP/XML processing: •

•

•

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SOAP/XML messages can be sent to the SAP Netweaver Process Integration (SAP Netweaver PI), where the XML message can be mapped into other XML schemas. The XML messages can be routed to other business systems. SOAP/XML messages can be sent to XML messaging systems that convert the XML into other XML schemas based on mapping rules and send these messages to other applications based on routing rules. For CRM to SAP Business Connector communication, IDocs should be used. An IDoc transfer is quicker in comparison to SOAP/XML because the IDoc document contains no metadata information (tags) and, therefore, the size of document sent down the line is substantially smaller in comparison.


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Figure 204: The External Interface Adapter: IDoc

More detailed overview of IDoc Processing. •

•

• • •

•

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IDocs can be used to send messages to the SAP Netweaver Process Integration (PI), where an IDoc XML document will be established and mapped into other XML schemas. The XML messages can be routed to other business systems. IDocs can be used to send messages to the SAP Business Connector, where an IDoc XML document will be established and mapped into other XML schemas. 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 into 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 to transfer IDocs.


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Figure 205: Customizing IDoc Outbound Processing

When using IDocs for outbound processing, the settings displayed above must be made.

Figure 206: Customizing SOAP/XML Outbound Processing

When using SOAP/XML for outbound processing, the settings displayed above must be made.

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Figure 207: Customizing Inbound Processing

When using IDocs or SOAP/XML for outbound processing, the settings displayed above must be made.

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Exercise 33: External Interface for IDocs Exercise Objectives After completing this exercise, you will be able to: • • Examine the customizing for the XIF Adapter (IDocs) • • Create a site for the XIF Adapter (IDocs) for outbound processing • • Analyze the message flow of the XIF Adapter

Business Example During outbound processing, possible external receivers for the mBDoc are determined within the CRM Middleware and are transferred to the XIF Adapter together with the mBDoc. The data in the mBDoc is converted in the XIF Adapter into an IDoc, which can be sent to external receivers

Task 1: Examine the customizing for the XIF Adapter (IDocs). We assume that you are familiar with ALE/EDI customizing within an SAP system. Please review the following steps. Some of these steps may not be necessary depending on the transfer protocol used (tRFC or File Transfer) 1.

Is a logical system name created that can be used in the ALE model as receiver system?

2.

Is a TCP/IP RFC destination created in the receiver system (transaction SM59) ?

3.

Is a receiver port defined? Where are the IDocs written?

4.

Is a partner profile created?

5.

Are outbound parameters defined?

Task 2: Create a site of type External Interface for IDOCs. 1.

Start the administration console and create a new site with the name CR555-##.

2.

Assign the subscription All Business Partners (MESG) to the new site.


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Task 3: Assign the site to an interface type. Hint: Display the Assign Site to Interface Types view (transaction CRMXIF_C1). Go into change mode and choose New Entries. Maintain BDoc type BUPA_MAIN and Interface type CRMXIF_PARTNER_SAVE for your site (CR555-##). Save your entries.

Task 4: Change the P.O. Box number in the address data of your “GROUP##A” business partner from prior exercise. Do this in the CRM system. Hint: In the CRM system, use transaction BP.

Task 5: Check the receivers of the messaging Bdoc. Hint: In the CRM system, use transaction SMW01 or choose Middleware → Monitoring → Message Flow → Display Bdoc Messages. Identify the BDoc with your business partner’s data. Select the BDocs of type BUPA_MAIN. In the Display BDoc Messages screen, select your BDoc, select it, and choose Receivers (Show BDoc Msg Errors/Receivers). You find a new receiver of site type XIF_IDOC.

Task 6: Check the created IDoc. Hint: To display the IDoc monitor, choose transaction BD87. Look for IDocs in Status 30 (IDoc ready for dispatch) and Message Type CRMXIF_PARTNER_SAVE_M. You may want to further analyze the IDoc by choosing Display IDocs.

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Solution 33: External Interface for IDocs Task 1: Examine the customizing for the XIF Adapter (IDocs). We assume that you are familiar with ALE/EDI customizing within an SAP system. Please review the following steps. Some of these steps may not be necessary depending on the transfer protocol used (tRFC or File Transfer) 1.

Is a logical system name created that can be used in the ALE model as receiver system? a)

2.

Is a TCP/IP RFC destination created in the receiver system (transaction SM59) ? a)

3.

To view the logical system name, display transaction SALE and choose IDoc Interface/Application Link Enabling (ALE) → Basic Settings → Logical Systems → Define Logical System (transaction BD54). Look for entry XIF_SYSTEM.

There is no RFC destination defined because in our example, the IDoc is written to a file (not sent via tRFC)

Is a receiver port defined? Where are the IDocs written? a)

To view the receiver port, display transaction WE21. Receiver ports can be defined for transactional RFCs or files. In our example, the IDoc is written to a file. Open the FILE node in the navigation tree on the left-hand side. Double-click on XIF-Port. On the right-hand side, you find detailed information about the receiver port. The IDocs are written to the logical path EDI_GLOBAL_PATH. Optional: If you want to know to to which physical path the logical path is assigned, double click on entry EDI_GLOBAL_PATH. The transaction FILE is displayed. Select the entry EDI_GLOBAL_PATH in the table on the right-hand side and choose node Assignment of Physical Paths to Logical Paths in the dialog tree on the left-hand side. Choose Position and select Windows NT as syntax group. Double-click on the syntax group Windows NT. The physical path is shown as follows: / (DIR_GLOBAL = /usr/sap//SYS/global)


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4.

Is a partner profile created? a)

5.

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To view the partner profile, display transaction WE20. Open the Partner Type LS (Logical System) node in the navigation tree on the left-hand side. You find the logical system XIF-SYSTEM. Double-click on XIF-SYSTEM. On the right-hand side you find detailed information about the partner profiles (inbound and outbound) of logical system XIF-SYSTEM.

Are outbound parameters defined? a)

Yes, for logical system XIF-SYSTEM, outbound parameters are defined. Double-click on message type CRMXIF_PARTNER_SAVE_M in the outbound profile of logical system XIF-SYSTEM. You find the receiver port XIF-PORT and the IDoc type CRMXIF_PARTNER_SAVE_M01 in the Outbound Options tab.

Task 2: Create a site of type External Interface for IDOCs. 1.

Start the administration console and create a new site with the name CR555-##. a)

2.

Display transaction SMOEAC. To create a new site, choose object type Sites and choose the Create Object button (F6). Enter the name and a description and choose the site type External Interface for IDOCs. For Site Attributes, select EDI partner number = XIF-SYSTEM and EDI partner type = LS. Save your site.

Assign the subscription All Business Partners (MESG) to the new site. a)

Press the Assign button in the Subscriptions tab (only visible in change mode: F9). Select subscription All Business Partners (MESG) and save your site.


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Task 3: Assign the site to an interface type. Hint: Display the Assign Site to Interface Types view (transaction CRMXIF_C1). Go into change mode and choose New Entries. Maintain BDoc type BUPA_MAIN and Interface type CRMXIF_PARTNER_SAVE for your site (CR555-##). Save your entries.

Task 4: Change the P.O. Box number in the address data of your “GROUP##A” business partner from prior exercise. Do this in the CRM system. Hint: In the CRM system, use transaction BP.

Task 5: Check the receivers of the messaging Bdoc. Hint: In the CRM system, use transaction SMW01 or choose Middleware → Monitoring → Message Flow → Display Bdoc Messages. Identify the BDoc with your business partner’s data. Select the BDocs of type BUPA_MAIN. In the Display BDoc Messages screen, select your BDoc, select it, and choose Receivers (Show BDoc Msg Errors/Receivers). You find a new receiver of site type XIF_IDOC.

Task 6: Check the created IDoc. Hint: To display the IDoc monitor, choose transaction BD87. Look for IDocs in Status 30 (IDoc ready for dispatch) and Message Type CRMXIF_PARTNER_SAVE_M. You may want to further analyze the IDoc by choosing Display IDocs.

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Lesson Summary You should now be able to: • Describe data exchange via the XIF (EXternal Interface Adapter).

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Unit Summary

Unit Summary You should now be able to: • Describe data exchange via the XIF (EXternal Interface Adapter).

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Unit 12 BW (BI) Adapter Overview Unit Overview Unit Objectives After completing this unit, you will be able to: • •

Understand the purpose and technology of the BI Adapter Understand roles and responsibilities for typical projects involving BI and CRM.

Unit Contents Lesson: Overview of the BI (Business Intelligence) Adapter..............468 Exercise 34: BW Adapter Overview .....................................477

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Lesson: Overview of the BI (Business Intelligence) Adapter Lesson Overview Lesson Objectives After completing this lesson, you will be able to: • •

Understand the purpose and technology of the BI Adapter Understand roles and responsibilities for typical projects involving BI and CRM.

Business Example

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Lesson: Overview of the BI (Business Intelligence) Adapter

Figure 208: Landscape for Delta Extraction

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BWA: BW Adapter mBDoc: Messaging Business Document sBDoc: Synchronization Business Document CDB: CRM Consolidated Database (Mobile Sales/Service) ADB: CRM Application Database The BW Adapter is called most of the time by the middleware messaging flow. Only in very rare situations does the synchronization flow invoke the BW Adaper. In a manner similar to the function of the R/3 adapter (where the R/3 adapter converts a BDoc into a BAPIMTCS layout), the BW adapter converts the BDoc to a layout (structure) expected by the BW system.


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Figure 209: CRM Extraction Framework: Delta Processing

For the R/3 adapter, the task was to convert an mBDoc to the flat structure BAPIMTCS that could be placed in the outbound queue and then sent to R/3. Similarly the BW Adapter (it should now be called the BI adapter) has the task of taking a BDoc and converting it to a structure that BI can utilize. This structure is called an Extract Structure. The Extract structure (a collection of related business fields) plus the technical extraction methodology from a functional perspective is referred to as a BI data source. An example of a data source is CRM_OPPT_H Since the same BDoc (like the mBDoc for transactions: BUS_TRANSACTION_MESSAGE) can be use to process many different documents (orders, quotes....) the Document type (Dtype) and the BDoc together are used to identify the appropriate BW Adapter meta data. This meta data consist of the mapping logic between the BDoc and the appropriate BI data source (extract structure). Step 2 shows the option of looking up additional fields during customer specific Business Add Ins (BAdI). The middleware flow calls the BW adapter, then the BW adapter writes to the Outbound Queue. The BI people call this queue the BW Delta Queue (transaction RSA7). The BW Delta Queue is just a BW specific program to that reads the outbound queue of CRM for just the BW data sources an no other queue entries. It also has the ability to show the data contained in the queue in a easy to read way.

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One main difference between R/3 and BI when it comes to the outbound queue is that the queue demon does not process the BI queues automatically. The data are staying in the outbound queue (know to BI as the Delta Queue) until the BI team asks for the data via a BI object called a Info Package.

Figure 210: BW Adapter (BWA) Basic Function

Definitions: •

Data Source (A BI term for a collection of raw data fields that are related from a source system (CRM) and a technical means to extract these fields. The collection of fields is defined as an ABAP structure called a BW Extract structure. The PSA is a physical table on BI to temporarily store the raw data for efficient processing by BI and for data back up purposes). –

•

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Example: The CRM data source 0CRM_SALES_ACT_1 includes an extract structure that will contain fields from the CRM activity (Activity Partner, From and To dates, Reason Codes and other fields relating to CRM activities). BI Transformations are mapping and cleansing rules for data in route form a RAW format (CRM BDoc fields) to a BI reporting target, for example a BI Cube. A BI cube is a multi dimensional collection of tables joined relationally to provide a robust and efficient object for queries. The BW adapter (BWA) is called as a part of the messaging flow most of the time and only in rare cases called by the synchronization flow. Once activated, the BW adapter is tasked with converting the hierarchical BDoc object to the flat structure required by BI.


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The main reason for the BW adapter in CRM is to capture delta (change or new records) and prepare it to be retrieved by BI. As part of the processing the BW adapter checks to see delta is activated (a BI function) for a specific set of data (called a data source). If it is active then the records contained in the BDoc are written to the outbound queue using the name of the data source to uniquely identify it. To reduce confusion and hide unneeded data, the BI Delta Queue is a functional name given to the out bound qRFC queue. The data in this queue is not immediately sent to BI, but rather waits in the queue until a specific request is made for the delta data of a specific source, using an BI object called an InfoPackage. The transaction RSA7 is used to see the data in the queue (Outbound Queue), identified as a BI datasource. The Service API (SAPI) is a generic interface that processes the InfoPackage and coordinates data transfer to BI. The Service API (SAPI) is installed as part of the “Plug in” software component and it is the same on both R/3 or CRM. The transaction BWA1 allows the review of the meta data, used by the BW adapter (the mapping rules between the DataSource (extract structure) an the BDoc). The transaction BWA5 is used to activate the BW Adapter functionality for a specific BI DataSource. It must be executed for each Business Content data source in addition to the standard transaction RSA5 currently used by your BW team. However, if BI content is activated using the normal tools included in BI, the CRM components (RSA5/BWA5) will be activate automatically.

• Note: Not all CRM to BI transfer is done via the BWA. In many cases, for low data volume data sources, the extraction process is exactly like that of R3 and the CRM specific BW adapter is not needed. •

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The activation via BWA5 is not necessary, it is performed automatically when the BI DataSource is activated.


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Figure 211: The BW Adapter as a Part of the Messaging Flow

In most cases the Messaging Flow is the part of the process that invokes the BW adapter. Remembering the information from the previous slide, the BW Adapter then converts the BDoc structure to a flat “extract structure” containing fields for a specific business purpose. This data is then written to the outbound queue.

Figure 212: The BW Adapter and its Meta Data

A BI Data Source is a BI specific object which defines a collection of fields to be extracted (for example an Extract Structure).

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A small list of examples of BI Data Sources (each having their own extract structure) include: • • • •

0CRM_OPPT_H = Opportunity Header 0CRM_OPPT_I = Opportunity Items 0CRM_SRV_CONFIRM_H = Service Confirmations 0CRM_SALES_ACT_1 = Activities

The BW Adapter has the task to take a specific BDoc and Document, then select the appropriate Meta Data (In the above example 0CRM_OPPT_H) and execute the assigned mapping logic. The data in the structure is then written to the outbound queue (known to BI people as the delta queue) The instructor will explain that this is not the CR900 Analytics class focusing on BI and CRM. That said, the meta data for the BW adapter is automatically activated for use when the associate BI data source is activated by the functional BI team.

Figure 213: BI Delta Queue (RSA7) vs. the Outbound Queue (SMQ1)

Notice that the BI specific transaction RSA7 shows just the BI related queues corresponding to the BI Data Source name, while the generic SMQ1 transaction shows all the CRM outbound queues even the ones headed R/3 or Mobile sites or other systems. Both RSA7 and SMQ1 read the same qRFC tables.

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One big difference is that the BW related queues are not processed automatically by the Queue Out demon. Rather the data is designed to stay in the out bound queue until the BW application team executes a BI Info Package.

Figure 214: Basic Project Tasks and Responsibilities CRM >> BI

In step one the Netweaver person is responsible for maintaining the appropriate RFC connections between BI and the sources systems including CRM. Business Content Consists of: BI Queries, Cubes and data sources and in the case of CRM, the BW Adapter objects for BDoc Mapping.

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Exercise 34: BW Adapter Overview Exercise Objectives After completing this exercise, you will be able to: • Understand the functional Purpose of the BW Adapter. • Review the Meta Data of the BW Adapter. • Understand the Difference between transaction RSA7 and SMQ1.

Business Example Your company is using BI for CRM reporting. You have been asked to help the BI team extract data. Since some of the data sources for BI from CRM utilize the the BW adapter, rather than simple table or view reads, you need to better understand the functions of this adapter, as a part of CRM middleware.

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Task 1: In the CRM system verify that the BI team has installed business content related to activities and as a result the meta data for the BW Adapter for data source 0CRM_SALES_ACT_1 has been activate.. Hint: In CRM access transaction BWA5. Scroll down to the data source: 0CRM_SALES_ACT_1, and verify that the “Active” check box is in fact checked. Note: This step is done behind the sceens by the BI team. They do not realize this extra step is done automatically to support extraction by the BW adapter. In contrast, this does not happen for data being sourced from R/3.

Task 2: Review the mapping logic from the fields on the BDOC to the fields required by the BI team as part the BI Data Source 0CRM_SALES_ACT_1. Hint: In CRM access transaction BWA1. Enter 0CRM_SALES_ACT_1 an press the “Display” button. On the MetaData tab note the BDOC involved is BUS_TRANSACTION_MESSAGE. Now select the “Mapping” tab to see how the fields from the BDOC are mapped to the fields on the BI Data Source’s Extract Structure.

Task 3: Review the Activity sitting in the outbound queue. However instead of choosing the harder to use SMQ1 transaction. Use the BI specific RSA7 transaction. Hint: In CRM access transaction RSA7. Select the row 0CRM_SALES_ACT_1. for the BW system. Now press the “Display Data Entries” and then press Execute. The instructor’s activity should be on the BOTTOM of the list. Optionally try to use SMQ1 to review the data. It is harder to read!

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Solution 34: BW Adapter Overview Task 1: In the CRM system verify that the BI team has installed business content related to activities and as a result the meta data for the BW Adapter for data source 0CRM_SALES_ACT_1 has been activate.. Hint: In CRM access transaction BWA5. Scroll down to the data source: 0CRM_SALES_ACT_1, and verify that the “Active” check box is in fact checked. Note: This step is done behind the sceens by the BI team. They do not realize this extra step is done automatically to support extraction by the BW adapter. In contrast, this does not happen for data being sourced from R/3.

Task 2: Review the mapping logic from the fields on the BDOC to the fields required by the BI team as part the BI Data Source 0CRM_SALES_ACT_1. Hint: In CRM access transaction BWA1. Enter 0CRM_SALES_ACT_1 an press the “Display” button. On the MetaData tab note the BDOC involved is BUS_TRANSACTION_MESSAGE. Now select the “Mapping” tab to see how the fields from the BDOC are mapped to the fields on the BI Data Source’s Extract Structure.

Task 3: Review the Activity sitting in the outbound queue. However instead of choosing the harder to use SMQ1 transaction. Use the BI specific RSA7 transaction. Hint: In CRM access transaction RSA7. Select the row 0CRM_SALES_ACT_1. for the BW system. Now press the “Display Data Entries” and then press Execute. The instructor’s activity should be on the BOTTOM of the list. Optionally try to use SMQ1 to review the data. It is harder to read!

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Lesson Summary You should now be able to: • Understand the purpose and technology of the BI Adapter • Understand roles and responsibilities for typical projects involving BI and CRM.

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Unit Summary

Unit Summary You should now be able to: • Understand the purpose and technology of the BI Adapter • Understand roles and responsibilities for typical projects involving BI and CRM.

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Unit 13 Groupware Adapter Overview Unit Overview This unit describes Groupware and how it can be used to transfer contacts and activities between groupware (lotus/outlook) and SAP CRM.

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

Understand the purpose and basic technology of the Groupware Adapter.

Unit Contents Lesson: Overview of the Groupware Adapter...............................484

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Lesson: Overview of the Groupware Adapter Lesson Overview This lesson covers Groupware integration.


Understand the purpose and basic technology of the Groupware Adapter.

Business Example

Overview of the Groupware Adapter

Figure 215: Landscape for Groupware Adapter

Data such as accounts, activities and tasks can be exchanged between SAP CRM and the Groupware solution in both directions. The accounts, activities and tasks are provided to Groupware users as contacts, appointments and tasks and vice versa. The diagram illustrates the data flow in Groupware integration.

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Lesson: Overview of the Groupware Adapter

The data Exchange between CRM and Groupware is performed via a Groupware Adapter and Groupware Connector. The Groupware adapter is called as part of messaging flow of CRM Middleware. On subsequent slides each component will be discussed in a little more detail. Various notes that are related to the Groupware adapter: • • • • • • • • • •

General Groupware integration Note Number Short Description 1071992ABAP MapBox Fixes for CRM 5.0 SP09 1096187Fixes for CatsList.xml - ABAP MapBox 1096928ABAP MapBox Fixes for CRM 5.0 1097065CRM ABAP MapBox changes to 5.2 SAP Groupware connector notes 843407Installation Guide 957409Groupware Exchange Connector Troubleshooting Guide 959294Groupware Adapter Customizing and User Guide. This SAP Note describes the Customizing settings for the Java-based MapBox. You can also use it for settings in the ABAP-based MapBox, because the only difference is the way in which the data is saved.

Figure 216: Integration Architecture: Groupware Adapter.

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Groupware Adapter: •

•

•

The Groupware Adapter on the CRM server supports the conversion of messages. It is based on the SyncPoint technology. BDoc messages are converted to standard Groupware formats (iCalendar and vCard). A mapping framework is used here, the MapBox and the payload interface (SOAP-based messaging interface for the exchange of data between the CRM server and the Groupware Connector). iCalendar and vCard are the Internet standards for the display of Groupware calendar objects and contacts. Predefined mappings are delivered for Groupware integration. The vCard or icalendar XML data is sent from the Mapbox via the internet standard HTTP protocol, as a SOAP message. The Groupware connector provides a response that the item was or was not processed. It is the job of the Groupware server (Lotus Domino or Microsoft Exchange) to communicate the new contacts, activities or tasks to the employee the next time they log in. The process also works in reverse.

Figure 217: Integration Architecture: MapBox and SAP Groupware Connector.

For CRM 2005 after Service Package 09 and later releases you must make a setting to use the ABAP version of the Mapbox instead of the Mapbox Java Version:

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The below steps may already be done but check to make sure. • • • •

Step 1.) Go to Transaction SM30. Step 2.) Enter the View name as ISPCFG as below: Step 3.) Click on New Entries. Enter the value “CRM_MAPBOX” in Parameter name and “X” in Parameter Value. * Hint: Do NOT delete the other entry in the ISPCFG Table.

In addition if you want to log the MapBox functions in the Application Log (transaction SLG1), you need to add an “X” to the “parameter value” 2 field. To review the logs entries generated by the mapbox, access SLG1 and enter CMW_MBX in the Object field, then execute. Groupware Adapter Set up I: Sites in Administration Console •

You must create sites for the groupware adapter using site types below: –

1) Groupware Adapter 01 (mBDoc) This site enables exchange of Activities and Tasks between CRM Activity Management / Workforce Management and groupware. In addition, it enables bidirectional exchange of account master data with the public contact folder of Groupware.

–

2) Groupware Adapter 02 (sBDoc) This site enables the transfer of account master data into the private folder of each Groupware user.

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Procedure: 1.

Log on to the CRM server and choose Architecture and Technology → Middleware → Administration → Administration Console (Transaction SMOEAC). The Administration Console: Object Navigator screen appears.

2.

Select Site from the Object Type drop-down list.

3.

Choose Object → Create from the application menu or the corresponding symbol from the application toolbar. The Administration Console: Add Site screen appears.

4.

Under Object Information: Site, enter the following details: • •

5. 6.

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Name: Indicates the name of the new site. Enter a name for the site. Description: Specifies the description of the site. Enter a description for the site. • Type: Indicates the site type. Select the Groupware Adapter 01 (mBDoc) site type from the drop-down list. Save the site. To create the site based on Groupware Adapter 02 (sBDoc) site type, repeat steps 3 to 5. However, in step 4, select the Groupware Adapter 02 (sBDoc) site type.


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Figure 218: Groupware Adapter Set up II: Req. Subscriptions

•

The list of the objects is also listed in the document “Groupware Integration Guide” in the SAP Service Marketplace/SAP Support Portal/Installation and Upgrade Guides.

Groupware Adapter Set up III: Initial Processing •

To implement groupware successfully many steps are needed: 1. 2. 3. 4. 5. 6. 7.

Preparing for Customizing Download Customizing Data download to the MapBox Repository Loading Accounts to the MapBox Repository Public Folder Contact Synchronization Private Contact Folder Synchronization Activity Synchronization Task Synchronization Hint: The steps identified above are beyond scope and the time period allowed for this class. A step-by step guide is attached in the appendix of this class, CR500.

The Mapbox must take the key of information in the BDoc (example country 01) and pass the text for this to the vCARD XML output. This requires a lot of information about the customizing and metadata of activities and customers.

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Another major prerequisite is E-mail address maintenance. All the accounts in CRM that take part in Groupware Integration and will be part of the business activity must have a valid SMTP e-Mail address maintained in the Account Management application. Accounts are synchronized as contacts to the Public contact folder or Private mailbox contact folder irrespective of whether an e-mail address is maintained in the Business Partner Master Data or not. But for integration with Activity Management to work, the partners who wish to have their Business Activities in CRM synchronized to Groupware as an appointment or task must have a valid e-mail address maintained in the Account Master Data. • •

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Make sure no two Accounts have the same e-mail address maintained. “e-mail address” must be maintained in the Main Address and Communication Data of the Account.


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Lesson Summary You should now be able to: • Understand the purpose and basic technology of the Groupware Adapter.

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Unit Summary You should now be able to: • Understand the purpose and basic technology of the Groupware Adapter.

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Unit 14 Introduction to CRM WebClient UI Unit Overview Unit Objectives After completing this unit, you will be able to: • • • • •

List the terminology of the different screen elements State what functions the different UI elements have Understand the majority of personalization options available for end users Personalize the CRM WebClient UI Know how to restrict personalization options

Unit Contents Lesson: Basic UI Elements and Features ...................................494 Exercise 35: Starting the CRM WebClient UI...........................525 Lesson: Personalization .......................................................530 Exercise 36: Personalizing the CRM WebClient UI....................543

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Lesson: Basic UI Elements and Features Lesson Overview This lesson explains the main elements of the CRM WebClient UI and basic framework features.


List the terminology of the different screen elements State what functions the different UI elements have

Business Example You want to get an overview of the SAP CRM User interface (CRM WebClient UI) with the terminology of the different screen areas and elements.

Overview of the CRM WebClient UI application

Figure 219: Main Screen Areas

The main screen areas are • • •

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Lesson: Basic UI Elements and Features

The combination of header and navigation area are called L-Shape. The L-Shape always stays fixed, so the user always has access to common functionality and never gets lost. The Work Area changes its content based on the navigation or functions a user executes. The L-shape provides easy global navigation throughout the entire SAP CRM application. Generic shortcuts for fast data entry, access, and other information are also included. The L-shape consists of a header (top) and navigation (left-hand) area. The position and size of the L-shape is static and its content can be configured as business-role dependent. Corporate branding can generally be applied to all areas via the CSS files, while the upper area is often used to place corporate images or color schemes.

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Figure 220: UI Element: L-Shape

1.

The system links provide the following functions: •

2.

Personalize: Generic personalization options for the user: Examples: Change Password, Change keyboard shortcuts. • Help center: Offers direct access to Business User Documentation. • System news: Provides access to general system messages, such as those set and published by an administrator. • Log Off: Log off possibility. A user can call a Saved Search. • • •

3.

Saved search entries can be created directly from standard search views. Saved search entries can be deleted once no longer needed. An administrator can share (distribute) saved search models with other business users. Back and Forward navigation (History) Using the CRM WebClient UI (not Browser!) buttons Back to Previous Page or Forward to Next Page a user can navigate back and forth.

4.

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The content of the navigation bar is defined in the customizing of navigation bar profiles which will be introduced in a separate unit.


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Figure 221: Navigation Area: Navigation Bar

The navigation bar can include different kinds of links: • • • •

An application link A URL link A SAP NetWeaver BI report link A link that launches a transactions in another system.

In the second level entry the SAP standard delivery only shows links to Search pages, even though technically any kind of link can be embedded here. The navigation bar is controlled via a corresponding profile in customizing.

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Figure 222: Navigation Area: Navigation Bar - Work Centers

The navigation bar can contain numerous work centers. Work centers usually contain application links. Example: Various functions that service employees need are grouped together under the Work Center Service Operations. In the second-level menu search pages can be accessed directly. Additional application searches, direct creation options, and links to related reports are available on the work center page. The grouping of work centers and the content of a work center page are configurable per business role.

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Figure 223: Navigation Area: Quick Create Area

The main idea behind the Quick Create area is to provide the user with quick links for creation of the most frequently used applications. This area thus contains only the entries needed multiple times a day, rather than the ones needed once every two weeks. In the standard delivery, the create area contains only the most important create links (Appointment, E-Mail, Task, and Sales Call) plus role-specific links. Personalization of the Create Area can be found under the general Personalization (Personalize Navigation Bar). Hint: Customizing of the navigation bar profile allows to define a quick create link that uses a specific transaction type when creating a CRM document, for example an Appointment of Type The quick create area technically corresponds with a so-called Direct Link Group. In principal it is possible to define a customer-specific link group containing any kind of link, for example links that can be used to launch a transaction in a back-end system.

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Figure 224: Navigation Bar - Recent Items

The recent items area allows users to easily navigate with one click to the topics they have worked on recently. The personalization settings can be done by the user via Personalize → Personalize Navigation Bar → Recent Items. The number of entries can be changed up to ten. Hint: Customizing table CRMC_REC_OBJ_A contains up to 3 attribute paths for each object type, which are concatenated into the description. A customer can use table CRMC_REC_OBJ_AC to overwrite the attribute paths delivered by SAP.

Work Center Entry Pages The standard navigation bars of back-office users like marketing, sales or service professionals contain a number of application-independent standard work centers.

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Figure 225: HOME

The HOME page provides: • • • • • • •

A quick, direct overview of the current day Hyperlinks to more detailed information My appointments today My tasks today Reports Alerts Workflow tasks.

The HOME page can be configured per business role. Available content and screen structure can be personalized by the user, e.g. via drag & drop.

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Figure 226: Worklist

The Worklist contains information about alerts and workflow tasks pushed to the users. Several predefined alerts and workflows are delivered with SAP CRM (campaign approval workflow, accept lead workflow, lost opportunity alert etc.

Figure 227: Calendar

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The Calendar page provides a graphical overview of appointments for today and of open tasks as well as rescheduling capabilities via drag and drop. The Calendar: • • • • •

allows switching between daily, weekly, and monthly views allows switching to a colleagues calendar provides an overview of the next two months provides a list of open tasks provides a option to directly create an appointment from the daily view.

Use drag & drop to • • •

extend or reschedule an appointment within the current day as you would do e.g. in Outlook. move appointments from one day to another day using the daily view and the two month preview in the top right move appointments in the weekly and even monthly view to different dates.

Client-based Groupware Integration allows to synchronize appointments with Groupware solutions. Therefore it is necessary to install software locally. Details can be found in the general personalization options.

Figure 228: E-Mail Inbox

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The E-mail Inbox is a temporary view of the current users groupware inbox. By opening this page, no e-mail is replicated from groupware to SAP CRM; it is only a real-time view. The user can choose selected e-mails and transfer (copy) them to SAP CRM. Transferring an e-mail will trigger a user interaction dialogue to add information needed by the SAP CRM application. On the entry page Home Groupware Integration settings can be displayed.

Figure 229: Reports

The Reports page provides a linked list of reports and analysis grouped by business topic. Report examples: • • • •

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Active Accounts analysis My Top 5 Quotations Campaign Analysis Opportunity Funnel Analysis.


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CRM Analytics offerings enable you to: • •

•

•

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

BI Content is a preconfigured set of role and task-related information models that are based on consistent metadata in SAP Business Intelligence. BI Content provides selected roles within a company with the information they need to carry out their tasks. This information model includes integral roles, workbooks, queries, InfoSources, InfoCubes, DataStore objects, key figures, characteristics, update rules, and extractors for SAP applications. SAP CRM also provides so called CRM Interactive Reports. To use CRM interactive reports, you do not need a separate BI system. You do need an additional SAP NetWeaver Business Intelligence client to be installed on the CRM server.

Figure 230: Work Center Page

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Every first-level menu item has an individual work center page. It contains a set of shortcuts and access to all work center–related SAP CRM components The work center page is opened by choosing the first-level navigation entry directly, without selecting a specific second-level entry. It includes important content regarding the current SAP CRM area (indicated by the name of the work center in first-level navigation). It also includes all searches belonging to this work center as well as direct links for the creation of new objects.

Search Options In the CRM WebClient UI the user has several options to search for objects like accounts, opportunities or other data. It is possible to search using an application specific search application with application specific search fields. Depending on the system setup it is also possible to use a “generic” free text search.

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Figure 231: Central Search - Search Options

•

Saved Searches A user can store search patterns by means of Saved Searches. Once created, Saved Searches can be started via the HOME page or via the drop-down list box in the central search area. Saved Searches should have a unique name. From the central search area, Saved Searches can be triggered, changed or deleted by the user. Saved searches can be shared with other users. More details can be found in lesson “Central Sharing Tool”.

•

Simplified Advanced Search The Simplified Advanced Search allows the user to specify one search criteria of the selected object to further narrow down the search result. For example a user can directly search for Accounts in a specific city without necessarily using the advanced search of the Account application. The available search criteria can be controlled via customizing: SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Central Search.

•

Simple Search SAP CRM has been integrated in Enterprise Search (ABAP). The main goal of the Enterprise Search integration is to provide SAP CRM with a search function based on keywords and free text. This means that you can enter keywords, IDs, or free text in the search field, and search across all business objects that belong to a business role. Simple Search is an Embedded Search scenario requiring just a suitable search engine installation (SAP TREX) along with SAP CRM. You can use the CRM ES Modeling Workbench to connect CRM business objects to SAP NetWeaver Enterprise Search. You can use the workbench to model templates for CRM business objects and technical objects. These templates are used by SAP NetWeaver Enterprise Search to search for business objects.

You can access the CRM ES Modeling Workbench via: SAP Menu → Architecture and Technology → Enterprise Search Integration → Tools → CRM ES Modeling Workbench.

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Figure 232: Search Pages

The search pages allow the definition and saving of search models. The search result list is optimized for quick overview and easy navigation to detailed information. It offers options such as create, delete, mass update, and XLS export. The available search criteria as well as their arrangement can be predefined for all users via UI configuration means. The layout of the result list can be predefined for all users via UI configuration. Standard Work Center pages contain a Search section. This section contains a number of Search links which can be used to call a search application. Standard Search pages also allow to create a Saved Search.

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Figure 233: Paste Multiple Search Values

This feature enables the user to paste multiple values from applications such as MS Excel into an editable field in the advanced search. As result of such paste operation, each pasted value is represented by a separate line in Advanced Search view. To facilitate handling of a large number of lines we introduced the concept of grouped rows: if successive rows have the same attribute (e.g. "Product ID") and the same operator (e.g. "is"), the user can collapse such a group by clicking on the visual indicator for collapsing Hint: This feature is available provided the business function UI_FRW_1 has been activated. By default, the number of rows that can be pasted at once is limited to 200 to avoid accidental pasting of a huge amount of data. To override this default maximum number for your business role, you need to add the parameter SEARCH_MAX_ROW_PASTE to the function profile PARAMETERS and assign this function profile to this business role. The unit “Business Roles” contains information how to define and assign parameters.

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Overview Pages

Figure 234: Overview Page: Main UI Elements

The overview page (OVP) provides an overview of all important information regarding a single object in display mode. It is structured in assignment blocks (AB) which can be configured and personalized. In an assignment block form views, tables and hierarchies can be displayed. The OVP consists of header information that allows detailed object identification and a set of related information. A scrollable format showing the most important information in the first assignment block and all related information on the assignment block below has been chosen as due to the internet most users are very familiar with the concept of scrolling and retrieving more information on a page by scrolling down. The OVP contains the hyperlinks for cross navigation to related information.

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Figure 235: Overview Page Elements

1. 2. 3. 4. 5. 6.

Assignment block title: identify the content of the assignment block. Column personalization (also via drag and drop). Comprehensive sorting and filtering in tables. One-click actions for fast and easy deletion or editing of an object. Expand – appears if default number of visible rows is exceeded; opens up to 50, then it shows pages. Less important assignment blocks are initially displayed collapsed; the content is displayed on request.

Depending on the system settings, a user is allowed to personalize the number and arrangement of assignment blocks. The maximum number of available Assignment Blocks for a Business User can be adapted in the UI Configuration Tool. In the UI Configuration Tool it is possible to define whether an Assignment Block is displayed already opened up (direct load).

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Figure 236: Editing an Assignment Block

The content of an object can be edited in place on the overview page. Editing in place is used for form and table views. A new entry in a table can be added via the NEW or ADD button available in the assignment block toolbar. Table-based maintenance: single-select or multi-select; single-edit or multi-edit (based on the corresponding use case). For ease-of-use reasons some content is edited on separate pages to allow a more flexible screen layout Central SAVE / CANCEL possibilities in the work area toolbar. There are use cases where the display of information on an overview page is simplified to facilitate reading and understanding the information, while the maintenance of the information provides rich flexibility (e.g. call hours for an account). In those cases the editing of content visible in an assignment block on an OVP is done on separate edit pages, where the user navigates from the OVP to the edit page, focuses on the maintenance possibilities and then returns to the OVP where is entered/changed information is directly visible.

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Figure 237: Goto Menu

The Goto menu allows a quick overview of what content is available on the overview page. Quick navigation to any assignment block wherever you are on the overview page is possible. The sequence in the drop down menu follows the real overview page structure To include the Goto menu, add the parameter GOTO_ENABLED (=TRUE) to the function profile PARAMETERS and assign this function profile to one or more business roles.

Figure 238: Overview Page in Tile Layout

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Starting with SAP CRM 7.0 it is generally possible to configure a non Interaction Center WebClient application in a tiled layout design. Therefore this application has to be registered via IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → UI Framework Definition → Register Overview Pages for Tile Layout. This will offer the administrator a new button in the UI configuration of the overview page that allows the switch from single column to tile layout. The tile layout page consists of several tiles while every tile can contain one or several assignment blocks The general structure of the tile layout, for example how many tiles and how the tiles details should look like can be flexibly defined in customizing and the UI configuration. Hint: Only Interaction Center WebClient pages are delivered predefined in tile layout by SAP.

Table View Options

Figure 239: Table Features

Multiple lines can be selected at once by using Ctrl/Shift and mouse click/keyboard combinations within tables and trees.

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Vertically scrollable tables provide the option to switch to a “fake scrollbar”. This will enable the performance of these tables to be much better by not loading the entire table but only the visible part of the table. When the user moves the scrollbar, the position of the scrollbar will decide which rows to be rendered. In horizontally scrollable tables the user can now fix one or several columns at the left or right end of the table, and scroll through the remaining columns. Keyboard handling table: The arrow keys can now be used to navigate to contents within a table. Click on inactive(non editable) cell in an editable table triggers selection of the row If rows are selected in a table and then the table rows are filtered, the selection of rows are removed.

Figure 240: Paste in Tables

The user needs to be in Edit mode to be able to perform the maintenance and engage in the paste operation. This process supports the following: • •

•

Checkboxes: (data must be in the form of “1” for checked and “0” for unchecked); DDLBs: (when a value is pasted, it will be checked with values in the DDLB, if exists, paste will be successful, if does not exist, paste operation will not be allowed and the original value will be maintained) All Text Hint: This feature is only available with activated business function UI_FRW_1.

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Figure 241: Table Graphics

The table graphics is a feature available for every table, but especially in the search result list it provides a perfect facilitation option to understand patterns and schemes behind the found search results in a graphical manner. Via Customizing it is possible to enable or disable the usage of charts in tables in the CRM WebClient UI. SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Parameters Define a profile and choose Parameter ENABLE_FTG_USAGE Possible parameter values are: ASSIGNMENTBLOCK; SEARCHRESULT; ALL and NONE Caution: Adobe™ Flash™ Player is required.

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Hierarchies

Figure 242: Hierarchies

Hierarchies are used for navigation or simply to display related information in a structured format Hierarchies are used only for display of information in a special structured manner, like in the record assignment block of a service object (see screenshot on next slide). No further functionality lies behind the hierarchy, it simply facilitates the understanding of the represented information. Hierarchies are used in addition as navigation element, where the remaining assignment blocks on a page change their content based on the entry the user has chosen in a hierarchy. A good example is the marketing area, where a marketing plan can exist of marketing plan elements and campaigns and even campaigns elements. These are grouped hierarchically below the marketing plan. A user wants to understand and flexibly navigate through the elements of a marketing plan, directly seeing the related information. Examples for Hierarchies: • • • • •

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Organizational Model Marketing Plan Installed Base Product Hierarchies Account Hierarchies


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Favorites and Tags In this section the Favorites and Tags features are introduced. Favorites are a collection of direct links to predefined objects which are stored in the users favorites list. Tag clouds highlights the most important or/and popular objects dynamically which unlike conventional navigation menus.

Figure 243: Creation of Favorites

Favorites are a collection of direct links to predefined objects which are stored in the users favorites list. SAP CRM makes it easy for the user to return to a particular object when the user adds the object to a Favorites List. A name for the favorite is automatically suggested by the system. The name can be changed. The favorite can be entered into “My Favorites”, or any other Favorites folder which can be defined when choosing the dropdown menu. When the “Share” checkbox is selected, the favorite will be available for all other users with the same business role. Caution: Favorites are business role dependent.

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Users can easily create and manage their favorites as well as share them across the user community. Hint: Favorites and using a Favorite Community are features that need to be activated on a business role level via parameters. Once users are allowed to use Favorites, the “Personalize Settings” contains options to “Enable favorites”. More details will be presented in unit “Business Roles”.

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Figure 244: Organizing Favorites

1. 2. 3. 4. 5.

Click on the “Home” work center to find Favorites. You can use the filter dropdown to filter your favorites by object type. You can click on a favorite to open the object. Use the “Personalize” icon if you want to organize your favorites. In the personalization you can use the following features: •

•

•

•

•

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New Folder: One can create a folder anywhere in the hierarchy. If no line is selected, the new folder will be placed at the end of "My Favorites". If a folder is selected, the new folder will be appended at the end of this folder's children. If the user selected a favorite in the tree, then the new folder is also appended at the end of this favorite's parent. Rename: One can always click on a folder or a favorite and rename it by either pressing on Enter or on the Save button. Note that you cannot rename the root folder “My Favorites”. Delete: Before performing a deletion, a pop-up confirms with the user that this is his intention. If the line selected was a favorite, it will be deleted after confirmation. If it was a folder that was selected, the folder and all it’s children (folders/favorites) will be deleted as well. Cut/Paste: A user must select a line and press on the Cut button, then select another line and press on the Paste button. One can move a favorite or a folder and all its children. Note that the drag and drop functionality is also available. Up/Down: The user must select a line and either press the Up/Down button. Note that you can only move a favorite/folder within the same parent.


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Figure 245: Creating Tags

You can enter multiple tags (comma separated). Tags separated by space are considered one tag. Suggested Tags are tags that have been entered by other users for the same object. Use the “Add” button to apply the tags Hint: Tags and using a Tag Community are features that need to be activated on a business role level via parameters. Once users are allowed to use Tags, the “Personalize Settings” contains options to “Enable tags”. More details will be presented in unit “Business Roles”. Caution: Tags are business role dependent.

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Figure 246: Tag Clouds

Tags are displayed in a tag cloud. The more a tag is used for objects, the bigger it is displayed within the tag cloud. There are several search options available for tagged objects: •

•

•

•

My Cloud/Community: A user can select any tag and will navigate to a result list page where objects are grouped by UI object type. Once in the result list page, he can navigate to any object overview page. Note that if a tag is linked to a single object, when the user clicks on the tag, it will navigate right away to the overview page of the corresponding object. Search for tags: When searching for tags, the user has the possibility to look into his own tags or in all (community) tags. The result is displayed as a tag cloud. He can also navigate from there. Search for objects: When searching for objects, the user has the possibility to look into his own tags or in all (community) tags. The result is displayed as a result list. He can also navigate from there. Popular tags: This is simply another way to represent the community tags. Results are listed in a table and the same navigation behavior apply when the user clicks on a link. The number of displayed entries is 10 and this can be personalized by clicking on the tray edit button. Click on the “Personalize” button in the tray header and enter the number of entries wanted.

Object tagging sorting options are “Alphabetically Ascending”, “Alphabetically Descending”, “Occurrences Ascending” and “Occurrences Descending”.

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Figure 247: Communities

It is possible to share favorites and tags within communities.

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Exercise 35: Starting the CRM WebClient UI Exercise Objectives After completing this exercise, you will be able to: • Launch the CRM WebClient UI using a predefined business role.

Business Example You have to make yourself familiar with the CRM WebClient UI.

Task: Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM WebClient UI. 1.

Add a Favorite to your SAP Easy Access Menu. Choose Insert transaction WUI

2.

Optional: Add a Favorite to your SAP Easy Access Menu. Choose BSP Application CRM_UI_START with Description CRM WebClient UI and choose Start Page default.htm. Hint: You can add other (test) parameters to this Favorite in order to optimize the launching of the CRM WebClient UI, for example: • • • •

3.

sap-system-login-basic_auth = X sap-user = CRM-## sap-language = EN sap-password =

Call the CRM WebClient UI with one of your newly created Favorites. If necessary use the same user / password combination than before. Note: Due to predefined and multiple assignments in the organizational model this user is assigned to several so-called Business Roles. The unit Business Roles will give more information on this.


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Choose Business Role Service Professional. Note: It is also possible to maintain the user parameter CRM_UI_PROFILE and assign one Business Role directly. Use transaction code SU3 or System → User Profile → Own Data. Choose tab Parameters and set parameter CRM_UI_PROFILE to a value of an existing Business Role, e.g. SERVICEPRO (= Service Professional). Once the parameter is set, organizational assignments will not be taken into account when logging on to CRM WebClient UI. 4.

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Solution 35: Starting the CRM WebClient UI Task: Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM WebClient UI. 1.

Add a Favorite to your SAP Easy Access Menu. Choose Insert transaction WUI

2.

a)

Choose Menu Favorites → Insert transaction.

b)

Enter WUI and choose Continue.

Optional: Add a Favorite to your SAP Easy Access Menu. Choose BSP Application CRM_UI_START with Description CRM WebClient UI and choose Start Page default.htm. Hint: You can add other (test) parameters to this Favorite in order to optimize the launching of the CRM WebClient UI, for example: • • • •

sap-system-login-basic_auth = X sap-user = CRM-## sap-language = EN sap-password =

a)

Choose Favorites → Add other objects.

b)

Choose BSP Application. BSP Applicat.:

CRM_UI_START

Description:

CRM WebClient UI

Start Page:

default.htm (F4-Help available)


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Call the CRM WebClient UI with one of your newly created Favorites. If necessary use the same user / password combination than before. Note: Due to predefined and multiple assignments in the organizational model this user is assigned to several so-called Business Roles. The unit Business Roles will give more information on this. Choose Business Role Service Professional. Note: It is also possible to maintain the user parameter CRM_UI_PROFILE and assign one Business Role directly. Use transaction code SU3 or System → User Profile → Own Data. Choose tab Parameters and set parameter CRM_UI_PROFILE to a value of an existing Business Role, e.g. SERVICEPRO (= Service Professional). Once the parameter is set, organizational assignments will not be taken into account when logging on to CRM WebClient UI.

4.

a)

Double-click the Favorite CRM WebClient UI that you created before. Use the same user / password combination than before.

b)

Choose Service Professional.

Make yourself familiar with the CRM WebClient UI application. a)

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Navigate through the application and try out different links.


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Lesson Summary You should now be able to: • List the terminology of the different screen elements • State what functions the different UI elements have

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Lesson: Personalization Lesson Overview Business users can personalize the CRM WebClient UI application to effectively perform their daily tasks. End user personalization can be beneficial if used properly. It can be disturbing though for the end user support. For that reason there are personalization options which can be restricted or turned off by an administrator.


Understand the majority of personalization options available for end users Personalize the CRM WebClient UI Know how to restrict personalization options

Business Example You want to get an overview of the SAP CRM User interface (CRM WebClient UI) personalization features available to the user.

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Lesson: Personalization

Personalization Options

Figure 248: End User Personalization

The SAP CRM WebClient UI offers different personalization options. A user can 1. 2.

create saved searches. This allows users to save search models often used. personalize the layout of overview pages. A user can define the visibility and order of assignment blocks also using drag & drop. Hint: This feature is only available in the single-column layout.

3. 4.

personalize the layout of tables. A user can define the visibility, width and order of table columns. set general personalization settings.

By means of Customizing, authorizations or UI configuration it is possible for an administrative user to reduce the personalization options available for business users. A few examples will be given at the end of this lesson.

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Figure 249: Drag and Drop Personalization

In many screen areas drag and drop functionality is supported. For example it is possible to move elements on work center pages, appointments in the calendar or columns in tables.

Figure 250: Multiple Table Views

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The user can define multiple personalization views for a table and save them under specific view names. All personalization settings are stored within a view. Direct changes via drag & drop update the current view. The personalized views are available to the user via an automatically added dropdown list box entry in the table or assignment block toolbar. Via the personalization popup you can create multiple views as well as delete or rename a view Hint: This feature is only available with an activated business function UI_FRW_1.

Figure 251: Tab Chain Definition

A user can define for any form based assignment block where to start the data maintenance and in which tab sequence the system should navigate through the editable fields. Tab sequence definition is switched on via right aligned icon in the assignment block title bar.

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Figure 252: Personalize Page - General Settings

The central personalization page contains several hyperlinks which lead to more detailed settings. The following list gives an overview of those settings: •

Personalize My Data On this page it is possible to maintain general information like Last Name, First Name, Personnel Number or User ID as well as Communication Information like Phone, Fax or E-Mail Address. Hint: At the bottom of this page Organizational Information (Organizational Unit and Position) including Business Role information is displayed!

•

Change Password The user can change perform a password change.

•

Personalize Settings There are a number of different settings available on this page. See one of the next slide for more detailed information.

•

Groupware Integration You can set up your E-mail transfer in Microsoft Outlook. You can edit your settings for synchronizing your personal calendar, tasks, and contacts in SAP CRM. You can install the new version of Groupware synchronization software on your local computer.

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•

Layout The user can choose from the list of available skins/layouts and enable/disable performance settings: –

Enable fast performance mode with fewer UI features as there are: Highlighting of UI elements: If you place the mouse pointer over an element, it is not highlighted; for example an entry in the navigation bar, a colored entry in a table, or an underscore under a hyperlink. Drag and drop in tables, on home pages, work center pages, and overview pages: You cannot use drag and drop to change the column width of tables, or the sequence of columns. Fixed header row in tables: You cannot fix the column header at the top of the table when you use the vertical scrollbar in tables. Exact sizing of tables with vertical scrollbar. The table size cannot be exactly determined, which means that table rows can be cut off.

–

Disable the suggestion of entries for input helps If you double-click fields with an input help, or use the backspace key in an empty field with input help, you can see your last five entries in this field. Your most recent entry appears at the top of the list that is displayed below the input field. When you make a new entry in this field, and when you then take further action, such as navigating to another page, the new entry becomes the topmost entry in the dropdown list for this input field. In addition to the five entries in fields with a simple input help, a background search is performed; it is a simple input help, where the available entries are immediately displayed if the input help was clicked by the user. The background search is started as soon as you enter the first character in the field. The data records found are displayed in alphabetical order below the five entries, from which they are separated by a dashed line. If more than 50 records are found in the background search, (Too Many Records ...) appears at the end of the list with the data records found. Hint: You can use report SVH_DELETE_LAST_ENTRIES to delete the entries of any user in the smart input help. It is possible to configure the smart input help in Customizing. More details will be given in the configuration of business roles unit.

In the Personalize Navigation Bar the user can reduce the number of available quick-create links. It is also possible to display/hide the Recent Items section and to set the number of entries in the Recent Items (a number between 1 and 10).

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Shortcuts In this section, you can define your personal keyboard shortcuts. You can define keyboard shortcuts for focus setting and for navigation.

•

Preferences In this section the user can personalize Application Links, Web Links and Widgets. For more information see one of the next slides for more detailed information.

•

Feed In this section, you can copy the feed URL and subscribe to this feed in your feed reader. To make the feed settings available on the central personalization page of SAP CRM, you have performed the necessary Customizing at business role level beforehand.

Figure 253: Personalize Settings

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In the Personalize Settings dialog the user can control the following: •

General Settings The user can set his time zone, the decimal notation and the date and time format

• • • •

It is possible to enable the screen reader mode for visually impaired users, which becomes effective after you have restarted your browser. The user can enable/disable the tab order definition mode. The user can flag the option to display keys in dropdown lists and choose the sorting order. An administrative user with proper authorizations can enable the configuration mode. Hint: Once the configuration mode is activated, additional icons that lead into UI configuration are available in the CRM WebClient UI.

•

A preview of new messages above the message bar can be activated.

Figure 254: Keys in Dropdown Lists

A dropdown list can show the key as well as the value, incl. sorting based on one of them

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Via central personalization (General Settings area) the following features can be set: • • •

Show keys in dropdown list Sort dropdown lists either by default sorting order (set by the application), by value or by key You can type the first letters of the item or key in the field of the dropdown list, and the relevant item is selected

Figure 255: Tile Layout Personalization

Personalize tile layout (drag & drop as well as separate personalization dialogue) The visual design of tile layout has been aligned with single column layout incl. an automatic overflow mechanism in case of insufficient space.

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Figure 256: Personalize Page - Layout and Shortcuts

You can choose between different skins, and the text size on the user interface. In the performance settings, you can enable the fast performance mode and disable the suggestion of entries in input helps, for performance reasons or to delete saved entries. You can define your personal keyboard shortcuts. You can define keyboard shortcuts for focus setting and for navigation.

Figure 257: Personalize Page - Settings and CRM Links

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Figure 258: Personalize Page - Web Links and Widgets

Figure 259: Personalize Page - CRM Feeds

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Figure 260: Restriction of Personalization Options

The information provided in this lesson gave you an overview of personalization options available for CRM WebClient UI users. If you would like to restrict end user personalization in a CRM system, different means can be used to achieve this goal. See the following list of examples what administrators can do: •

Customizing In CRM Customizing it is possible to disable all personalization options. For more details see the lesson on business role customizing.

•

UI Configuration By means of UI configuration it is possible to remove only certain personalization options, for example the option to display keys in dropdown lists. For more details see the unit on UI Configuration.

•

Authorizations It is possible to remove the option “Enable configuration mode” using authorization object CRMCONFMOD.

Administrators with access to SAP GUI can use report BSP_DLC_DELETE_PERSONALIZATION to reset end user UI personalization (personalization applied using the skin specific Personalization icon (when using Signature Design this is the pencil icon). Example: A user changed the appearance of tables by hiding fields. Hint: The report allows to delete personalization on different levels.

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Exercise 36: Personalizing the CRM WebClient UI Exercise Objectives After completing this exercise, you will be able to: • Make personalization settings for your user in the CRM WebClient UI

Business Example You have to make yourself familiar with the personalization options of the CRM WebClient UI.

Task 1: Central Personalization You would like to explore different personalization options available in the central personalization which can be called using the corresponding system link in the header area of the CRM WebClient UI application. Therefore log on to the CRM WebClient UI and choose business role Service Professional. 1.

Find out to which organizational unit and position you belong.

2.

Make sure that you work with the Signature Design skin.

3.

Make sure that up to seven recent items are displayed.

4.

Make sure that time zone, date- and time format are properly set.

5.

Activate the configuration mode which will allow you to configure pages and views directly from the CRM WebClient UI.

6.

You would like to include two CRM Links to the Home page. Therefore personalize application links and display the links Service Orders and Service Contracts. Hint: In the list of available links, use the filter option Custom... for field Name.

Task 2: Personalizing CRM WebClient UI Applications There are several personalization options for CRM WebClient UI applications available. A user can arrange the appearance of overview pages as well as tables. In the following you try out some of the options. 1.

Personalize a CRM WebClient UI application. Search for Accounts with Name 1 / Last Name ##Megastore Create and save a Saved Search ##MEG. Continued on next page

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Personalize the result list and remove the fields Street, Region, Country, Postal Code and Partner Type from the list of displayed columns. Create a personalized view Communication and save it. 2.

Go into the details of the account ##Megastore and change the layout of the overview page. Make the assignment block Notes available. The available assignment blocks Opportunities and Marketing Attributes should not be displayed directly anymore. Move the assignment block Business Hours below Roles.

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Solution 36: Personalizing the CRM WebClient UI Task 1: Central Personalization You would like to explore different personalization options available in the central personalization which can be called using the corresponding system link in the header area of the CRM WebClient UI application. Therefore log on to the CRM WebClient UI and choose business role Service Professional. 1.

Find out to which organizational unit and position you belong. a)

Choose Personalize → Personalize My Data You belong to organizational unit Special OrgUnit for UI roles and Position Service Professional.

2.

3.

4.

5.

Make sure that you work with the Signature Design skin. a)

Choose Personalize → Personalize Layout

b)

From the drop down list box Skin choose Signature Design

c)

Save your settings.

Make sure that up to seven recent items are displayed. a)

Choose Personalize → Personalize Navigation Bar

b)

From the drop down list Link Type choose Recent Items

c)

Change the Number of Entries to 7.

d)

Save your settings.

Make sure that time zone, date- and time format are properly set. a)

Choose Personalize → Personalize Settings

b)

Check/Change the parameters accordingly and save the settings.

Activate the configuration mode which will allow you to configure pages and views directly from the CRM WebClient UI. a)

Choose Personalize → Personalize Settings. Set the flag Enable configuration mode. Save your settings.


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You would like to include two CRM Links to the Home page. Therefore personalize application links and display the links Service Orders and Service Contracts. Hint: In the list of available links, use the filter option Custom... for field Name. a)

Choose Personalize → Personalize Application Links. In the Available Links section click on the column header field Name and choose Custom... Field

User Entry

Name:

Service Orders

Choose Filter. Select the entry and move it to the Displayed Links using the corresponding “Move” icon. Repeat the same step of filtering and moving for the link Service Contracts. Choose Save. Select navigation bar entry Home and observe that two links are available in the CRM Links section. Execute either of the links and observe that the corresponding search applications are called.

Task 2: Personalizing CRM WebClient UI Applications There are several personalization options for CRM WebClient UI applications available. A user can arrange the appearance of overview pages as well as tables. In the following you try out some of the options. 1.

Personalize a CRM WebClient UI application. Search for Accounts with Name 1 / Last Name ##Megastore Create and save a Saved Search ##MEG. Personalize the result list and remove the fields Street, Region, Country, Postal Code and Partner Type from the list of displayed columns.


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Create a personalized view Communication and save it. a)

Choose Accounts & Products → Search → Accounts. Field

User Entry

Name 1 / Last Name

##Megastore

Choose Search. b)

Create a Saved Search. Field

User Entry

Save Search As

##MEG

Choose Save. c)

In the Result List area choose the icon Personalize Using the Move to Left icon move fields Street, Region, Country, Postal Code and Partner Type to the Available Columns section. Hint: Observe that you can move a displayed field up and down and that you can change the width of a field. Hint: Note that it is also possible to use drag & drop to arrange the order of the columns in a result list.

2.

Go into the details of the account ##Megastore and change the layout of the overview page. Make the assignment block Notes available. The available assignment blocks Opportunities and Marketing Attributes should not be displayed directly anymore.


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Move the assignment block Business Hours below Roles. a)

If necessary execute the saved search ##MEG. From the result list use the hyperlink ##MegaStore to open the account ##Megastore. Use the page personalization icon (next to the print page icon). In the Available Assignment Blocks section select Notes and move it to the Displayed Assignment Blocks using the corresponding Move icon. Hint: If you first select an assignment block in the list of Displayed Assignment Blocks, the system moves the Notes assignment block directly above it. If you do not select an assignment block first, the system will include the Notes assignment block at the end. Deselect the flag Display Expanded for assignment blocks Opportunities and Marketing Attributes. Use drag & drop to move assignment block Business Hours up a few levels. Save your configuration.

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Lesson Summary You should now be able to: • Understand the majority of personalization options available for end users • Personalize the CRM WebClient UI • Know how to restrict personalization options

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Unit Summary You should now be able to: • List the terminology of the different screen elements • State what functions the different UI elements have • Understand the majority of personalization options available for end users • Personalize the CRM WebClient UI • Know how to restrict personalization options

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Unit 15 Business Roles Unit Overview Unit Objectives After completing this unit, you will be able to: • • • • • • • • • •

Understand the concept of business roles Explain typical settings within business role customizing Create a customer specific business role Understand the use of function profiles Assign business roles to the organizational model Make customizing settings required for using the Central Sharing Tool (CST) Share a saved search model with another user Receive a saved search model Briefly explain the authorization concept Understand the difference between business roles and authorization roles.

Unit Contents Lesson: Business Role Overview.............................................552 Exercise 37: Creating and Analyzing a Business Role ................569 Exercise 38: Function Profiles ............................................575 Lesson: Central Sharing Tool .................................................584 Exercise 39: Central Sharing Tool........................................593 Lesson: Business Role & Authorization Concept...........................600

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Lesson: Business Role Overview Lesson Overview This lesson explains the concept of business roles which are a mandatory to gain access to the CRM WebClient UI.

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

Understand the concept of business roles Explain typical settings within business role customizing Create a customer specific business role Understand the use of function profiles Assign business roles to the organizational model

Business Example You are responsible to adapt the existing Business Roles according to the different requirements of the user groups in your company. You want to learn about business roles and how to modify them.

Business Roles Overview

Figure 261: Business Role

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Lesson: Business Role Overview

Business Roles in the CRM system contain business content from CRM applications, for example, Sales, Service, or Marketing. The user logs on to the CRM system and uses a predefined business role to access all applications that are assigned to this role. The following are standard business roles delivered with SAP CRM standard customizing: • • • • • •

SALESPRO (Sales Professional) SERVICEPRO (Service Professional) MARKETINGPRO (Marketing Professional) ECO-MANAGER (Web Channel) IC_AGENT & IC_MANAGER (Standard Interaction Center Agent & Manager) IC_SSC_AGENT (Shared Service Center Agent)

Business roles are defined in customizing: SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role The transaction code to directly define business roles is: CRMC_UI_PROFILE

Business Role Assignment

Figure 262: Assigning the Business Role to an Organizational Unit (I)

Via assignments in the organizational model CRM users “inherit” one or more business roles.

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First the Business Role is assigned to a position (or organizational unit) and then the user (or business partner (employee) containing user information is assigned to a position. There are several options how to maintain the organizational model. •

Use SAP GUI. SAP menu → Interaction Center → Supporting Processes → IC Structure → Change Organization and Staffing

•

Use SAP GUI SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Organizational Assignment

•

Use CRM WebClient UI. Log on with business role Service Professional (SERVICEPRO) Choose Work Center Service Operations

User / Business Partners can be assigned to multiple Positions. In case the user is assigned to multiple positions with different business roles her well get a screen to select the business role when he logs in to the CRM User Interface. For test purposes it is possible to use the User Parameter CRM_UI_PROFILE in order to assign a Business Role directly. In this case, the assignment within the Organizational Model will not be taken into account. Use transaction code SU3 to maintain the user parameter.

Figure 263: Assigning the Business Role to an Organizational Unit (II)

Each Position can have exactly one “Business Role” assigned to (Infotype 1263).

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Scroll down in the list of Infotypes and select Business Role. Choose the • •

Create icon in case no Business Role has been assigned (the Exists flag is not displayed!) Change icon in case a Business Role already has been assigned and should be changed (Exist flag is displayed).

In the next screen, use F4 for the field Business Role to display a list of available profiles. Select the required Business Role and choose Enter/Save.

Business Role Details

Figure 264: Business Role Details

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Figure 265: Business Role / Navigation Bar: Terminology

In the Business Role customizing you can hide the Work Center Pages or links that you do not need. Additionally you can define which frequently used links should appear in the second level navigation. If you need additional Work Centers that are not available in the navigation bar profile linked to the business role you have to change the navigation bar profile. Within the navigation bar customizing you have access to shared lists of all logical links, work centers, work center link groups and direct link groups. The navigation bar profiles are collections of logical links, work centers, work center link groups and direct link groups and is assigned to a business role. Work center group links and direct group links can be activated and deactivated within the business role. So you can assign the same navigation bar profile to different business roles and have different screen appearances though.

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Figure 266: Customizing Work Centers

The Business Role includes a navigation bar profile which contains the maximum number of available work centers and links. The structure of a navigation bar profile will be introduced in a separate unit. In Business Role Customizing mark those Work Center entries as “Inactive” that you do not need in your navigation bar.

Figure 267: Customizing Work Center Group Links

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In Business Role Customizing mark those Work Center Group Link entries as “Visible” that you need as links in the specific Work Center Group Entries marked as “In Menu” will appear in the second level navigation of the specific Work Center New entries need to be created in the Navigation Bar profile.

Figure 268: Business Role Maintenance in CRM WebClient UI

An administrative user can maintain business role customizing using a specific CRM WebClient UI application. Therefore include the business role maintenance application, the corresponding logical link is CT-BR-SR is included in the standard work center CT-ADMIN into a navigation bar profile which then has to be linked to an administrative business role.

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Figure 269: Layout Profile

SAP IMG Path: Customer Relationship Management → UI Framework → Technical Role Definition → Define Layout Profile. The header area is a static, non-scrolling area of the application that is only rendered once per session. It is located at the top of the screen and consists of different header components e.g. Logo area, Global function area and others. This layout of header components is the default header implementation for the header frame. The footer area is a non-scrolling area at the bottom of the screen that is only rendered once. The work area has a work area header and a work area subheader. The work area header is a non-scrolling area that spans the width of the application. The work area subheader is a non-scrolling area that spans only the width of the work area. The navigation bar contains sub areas or components defined in the layout profile. The navigation bar can consistof 1 to n subcomponents. The DEFAULT layout profile provides the following subareas: • • •

Picture area Menu area Shortcut area

For more details on the layout components used in the layout profile see SAP Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Layout Components

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Figure 270: Technical Profile

SAP IMG Path: Customer Relationship Management → UI Framework → Technical Role Definition → Define Technical Profile The technical profile controls some browser related settings. Enabling or disabling of the following functions is possible: • • • • •

• •

560

Disable P-R-G (Post-Redirect-Get), which enables the use of the browser's Back button. Disable Frame Swap, which reduces noticeable screen flickering. Disable AJAX (Asynchronous JavaScript and XML), which reduces full screen server round-trips. Disable Server Optimization, which optimizes server performance. Control the memory threshold that determines when a new session is started. This value represents the server memory footprint in megabytes (MB). The restart mechanism checks if the current memory consumption is higher than the threshold specified in the technical profile of the business role. If the consumed memory is higher than the threshold, the current session is finished and a new session is started. Specify the dialog delay in milliseconds. Definition of a URL like http://www.company.com. Session Shutdown Time (s): The default behaviour of the CRM UI is not to end a session immediately, but to schedule its end to the customized time (for example, 10 seconds). This allows the user to stay active in a session during a browser reload, or if they accidentally navigated away and return back right away. If the user leaves the UI for longer, the session will be gone.


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Function Profiles

Figure 271: Function Profiles

Some business roles are special in the way that they need more technical settings and infrastructure. This is the case for all Interaction Center related business roles, e.g. IC_AGENT or IC_SSC_AGENT. The Interaction Center Agent business role uses a different layout and a different technical profile. It uses a different application (determined in the technical profile) running in the CRM Framework. The majority of function profiles are related to IC WebClient business roles. More details on those profiles are presented in course CR410 - Interaction Center WebClient. You can use the function profile PERSONALIZATION to define the level of personalization that is available for the user in the WebClient UI.

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You can assign this function profile to every business role, and use one of the following predefined profile values. • • • •

ALL_ENABLED: This means that the central personalization page and all personalization icons in the work area are enabled. ALL_DISABLED: This means that the central personalization page and all personalization icons in the work area are disabled. PP_ENABLED: This means that the central personalization page is enabled, but all personalization icons in the work area are disabled. WA_ENABLED: This means that the central personalization page is disabled, but all personalization icons in the work area are enabled.

In the standard system, this function profile is not assigned to any business role. This means that all personalization options are available. This is equivalent to the profile value ALL_ENABLED. For more information on function profiles check the IMG documentation SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Function Profile

Figure 272: Function Profile PARAMETERS

You can use different parameters to add a variety of CRM WebClient UI settings quickly. This means that you do not have to create a complete functional profile, just to add one setting.

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The slide above introduces three parameters: •

ENABLE_FTG_USAGE: This parameter enables or disables the usage of charts in tables in the CRM WebClient UI. You can assign the following values to this parameter: –

•

ASSIGNMENTBLOCK: Graphics are enabled in assignment blocks only. – SEARCHRESULT: Graphics are enabled in result lists only. – ALL: Graphics are enabled in any table type. – NONE: Graphics are completely disabled. SVH_DISABLED: This parameter disables the smart input help in the CRM WebClient UI. You can assign the following values to this parameter:

•

– L: These are the last values only. – B: This is the background search only. – X: This disables the input help completely. – : This includes both the last values and background search. WC_LINK_ORDER: This parameter defines the sorting of links on home pages, report pages, and work center pages. These links are determined in application component CRMCMP_GS_WC and view GroupLinks. This view contains all work center links that are grouped by type 'Search', 'Create', or 'Report', or by the name of the work center link group defined in navigation bar profile Customizing. The default behavior of the two types works as follows: The sorting of type links is alphabetical. The sorting of group links depends on the position defined in the Customizing of the navigation bar profile or the business role. The following parameter values are available: – – –

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ALPHA: Type links are sorted alphabetically. ALPHA!: Type links and group links are sorted alphabetically. ROLE: Type links are sorted according to the link position defined in Customizing for the business role.


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NAVB: Type links are sorted according to the group position and link position defined in Customizing for the navigation bar profile. Hint: The IMG documentation SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Parameters contains valuable information on the parameters and possible parameter values.

The general procedure to apply parameters can be described as follows: 1. 2.

Use the IMG activity “Define Parameters” to define a parameter profile and to assign parameters (values) to it. In business role customizing assign function profile PARAMETERS to one or more business roles. Possible values have been defined in step 1. Caution: Some parameters require additional programming or the activation of a business function. Examples are parameters SAVED_SEARCH_POPUP or TILED_LAYOUT_OLD.

Figure 273: Message Replacement - Original Message

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The above and the next slide summarize what has to be done to replace system messages with customer-specific message text. The related function profile is MSG_REPLACE. 1. 2.

3. 4. 5.

In SAP GUI choose System → User Profile → Own Data and add user parameter BSPWD_USER_LEVEL with value 5. In the CRM WebClient UI open the message area and place the cursor on the original message text. The quick info now contains technical information, for example message class and message number. In SAP GUI you can call transaction SE91 to display the original message class / message. Create a customer-specific message class and messages. In Customizing create a message replacement profile and assign it to one or more business roles. Therefore choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → UI Framework Definition → Define Messages to Be Replaced.

6.

In the CRM WebClient UI observe the changes.

Figure 274: Message Replacement - Customer Message

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Figure 275: Portal Integration

The CRM WebClient UI has been integrated in SAP NetWeaver Portal which means that you can run the CRM WebClient UI in a full page iView in the portal. A report is provided where SAP CRM roles can be uploaded into the SAP NetWeaver Portal environment for the usage of CRM content inside the portal. During this upload it can freely be decided which CRM navigation level should map on which portal level. The portal integration is supported for CRM WebClient business roles. The portal integration of CRM On-Demand business roles and IC WebClient business roles is not supported.

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The following features are available with Portal integration: •

•

•

• •

Aligned Session Management: When you first navigate to SAP CRM from the portal, a logon to SAP CRM starts; when a portal session is finished, all open CRM sessions are closed; a data loss dialog box informs the users that they first need to save their changes. Portal navigation with navigation highlighting: The portal highlights the navigation target if you navigate from the portal navigation frame to SAP CRM, from SAP CRM to portal content, or from one CRM iView to another (cross-component navigation). A tool to export role definitions to XML: You can use the upload tool to generate an XML file of your business role. This XML file can be imported into SAP NetWeaver Portal to generate a portal role. Central search: You can search for CRM applications in the central search, which is located in the header area of the CRM portal desktop Mapping of a portal theme to a CRM skin: To align the look and feel of SAP NetWeaver Portal and SAP CRM, you can map a portal theme to its most similar CRM skin. You can select the additional CRM skin Follow Portal Theme, to display the CRM skin mapped to the portal theme in the mapping table.

For more details see IMG documentation under Customer Relationship Management → UI Framework → Portal Integration

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Exercise 37: Creating and Analyzing a Business Role Exercise Objectives After completing this exercise, you will be able to: • Create your own Business Role and assign it accordingly in the organizational model. • Analyze the content of a Business Role.

Business Example The central customizing object controlling the User Interface of the CRM WebClient UI is the Business Role. You make yourself familiar with details of the Business Role and learn basic methods how to influence the User Interface.

Task 1: Create a new CRM WebClient UI Business Role. 1.

In customizing create a new Business Role Z##SRVPRO (## Service Professional) and assign the existing authorization (PFCG) role Z##_CRM_UIU_SRV_PROFESSIONAL to it. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO). Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Hint: Copy the existing business role SERVICEPRO with all dependant entries.

2.

Assign both your CRM log on user CRM-## and the newly created business role Z##SRVPRO to the existing position ##Position in the organizational model. Hint: Use the IMG activity Define Organizational Assignment


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Task 2: Analyze the newly created business role Z##SRVPRO in Customizing. 1.

Which profiles are assigned to it on the first (Details) level? Where in customizing are those profile defined?

Task 3: Deactivate Work Centers and Work Center Group Links. Make a few Direct Group Links visible. 1.

In the Define Business Role dialog inactivate the work centers E-Mail Inbox and Reports.

2.

In the Define Business Role dialog hide work center group links Create Counter and Search Counters. Hint: These links are related to Work Center SRV-MD (Accounts & Products)

3.

In the Define Business Role dialog make the direct group links Create Appointment, Create Service Order and Create Service Request visible.

4.

Test your settings.

Task 4: Please answer the following question. 1.

Which of the following functional profiles can be considered “generic”, hence can be assigned to any kind of business role? Choose the correct answer(s).

□ □ □ □ □ □

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A B C D E F

PERSONALIZATION EMAIL PARAMETERS MSG_REPLACE IOBJECT SCRIPT


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Solution 37: Creating and Analyzing a Business Role Task 1: Create a new CRM WebClient UI Business Role. 1.

In customizing create a new Business Role Z##SRVPRO (## Service Professional) and assign the existing authorization (PFCG) role Z##_CRM_UIU_SRV_PROFESSIONAL to it. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO). Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Hint: Copy the existing business role SERVICEPRO with all dependant entries. a)

SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework→ Business Roles → Define Business Role. Mark entry SERVICEPRO. Choose Copy As ( Business Role: Description: PFCG Role ID:

).

Z##SRVPRO ## Service Professional Z##_CRM_UIU_SRV_PROFESSIONAL

b)

Choose ENTER.

c)

Choose copy all.

d)

Confirm the next dialog and save your settings.


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Assign both your CRM log on user CRM-## and the newly created business role Z##SRVPRO to the existing position ##Position in the organizational model. Hint: Use the IMG activity Define Organizational Assignment a)

SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Organizational Assignment. Find Position ##Position using the Find by Search Term functionality.

b)

In the Hit list double-click ## Position.

c)

Choose menu Goto → Detail object → Enhanced object description.

d)

Scroll down, mark Infotype Business Role and choose Create Infotype ( ). Business Role: Z##SRVPRO

e)

Save your settings and navigate back to the organizational structure.

f)

Assign user CRM-## to the position.

g)

Use the right-mouse button and choose Assign

h)

Choose Holder (User).

i)

Search Term: CRM-##

j)

Mark the checkbox.

k)

Choose Copy and save your settings.


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Task 2: Analyze the newly created business role Z##SRVPRO in Customizing. 1.

Which profiles are assigned to it on the first (Details) level? Where in customizing are those profile defined? Answer: SAP Menu → Architecture and Technology → Configuration → Customizing. Choose button SAP Reference IMG. Choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Find and mark your Business Role Z##SRVPRO. Choose Details There are three other profiles assigned to the Business Role on this level: 1. Navigation Bar Profile 2. Layout Profile 3. Technical Profile You can define those profiles in the IMG: 1.

2.

3.

SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Navigation Bar Profile SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Layout Profile SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Technical Profile

Task 3: Deactivate Work Centers and Work Center Group Links. Make a few Direct Group Links visible. 1.

In the Define Business Role dialog inactivate the work centers E-Mail Inbox and Reports. a)

In the structure tree on the left choose Adjust Work Centers.

b)

Use the checkbox Inactive for entries SRV-EMAIL and SRV-REPORT.


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In the Define Business Role dialog hide work center group links Create Counter and Search Counters. Hint: These links are related to Work Center SRV-MD (Accounts & Products) a)

In the structure tree on the left choose Adjust Work Center Group Links Use the checkbox Visible for the following two entries: • •

3.

SRV-MD ; MD-COU-CR ; MD-COU-CR SRV-MD; MD-COU-SR; MD-COU-SR

In the Define Business Role dialog make the direct group links Create Appointment, Create Service Order and Create Service Request visible. a)

In the structure tree on the left choose Adjust Direct Link Groups

b)

Mark Group ID SRV-CREATE and choose Adjust Direct Links

c)

Use the checkbox Visible for the following three entries: • • •

SLS-APP-DC SRV-ORD-DC SRV-SRQ-DC

Save your settings. 4.

Test your settings. a)

Log on to the CRM WebClient UI and choose your newly created business role ## Service Professional.

b)

Observe the changes.

Task 4: Please answer the following question. 1.

Which of the following functional profiles can be considered “generic”, hence can be assigned to any kind of business role? Answer: A, C, D The other functional profiles are related to Interaction Center WebClient specific functions. In IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Function Profile one can find out if the Functional Profile Type is “Generic”.

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Exercise 38: Function Profiles Exercise Objectives After completing this exercise, you will be able to: • assign function profiles to an existing business role • understand details of function profile PARAMETERS

Business Example You would like to control specific CRM WebClient UI features by means of so-called function profiles. Using those profiles it is for example possible to restrict personalization options for end users or apply parameters affecting the availability of CRM WebClient UI features.

Task 1: Before going into customizing and changing different parameters, log on to the CRM WebClient UI and check the current availability of certain features. 1.

Log on to the CRM WebClient UI with business role ## Service Professional (Z##SRVPRO). Check details on the Home work center. Can you work with Tags or Favorites? Answer: _________________

2.

Search for Accounts. Observe the Maximum Number of Results which is shown below the search criteria. What is the maximum number of results? Answer: ____________ Hint: The maximum number of search results is independent of the specific search application. This means that, for example, the search for service orders will also have the same predefined number of maximum search results.

3.

Search for Account ##Megastore and show the details. Observe the available icons for this overview page. Do you find the a Tag current Item, an Add to Favorites or a Go To icon? Answer: _____________ Hint: Use the Quick Info for the existing icons! Continued on next page

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Go to the work center Calendar. Next to the button Open Colleague's Calendar you should see an icon. What is the icon's quick info? Answer: _____________________

Task 2: Create a new parameter profile Z##PARPROF and assign the following parameters/values: Hint: In Customizing find UI Framework → Technical Role Definition → Define Parameters and open the IMG documentation to find detailed information on the different parameters. 1.

Create a new parameter profile Z##PARPROF and assign the following parameters/values: Parameter

Parameter Value

FAVORITES_ALLOWED

TRUE

FAVORITES_COMMUNITY

TRUE

GOTO_ENABLED

TRUE

GWS_DISABLED

TRUE

SEARCH_MAX_HITS

25

TAG_CLOUDS_ALLOWED

TRUE

TAG_CLOUDS_COMMUNITY

TRUE

Save the parameter profile. 2.

Assign the parameter profile Z##PARPROF to your business role Z##SRVPRO using the function profile id PARAMETERS.

Task 3: Restart the CRM WebClient UI application and check if the changes are applied. Basically repeat the steps before you changed customizing. 1.

Log on to the CRM WebClient UI with business role ## Service Professional (Z##SRVPRO). Check details on the Home work center. Can you work with Tags or Favorites? Answer: ______________ Continued on next page

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2.

Search for Accounts. Observe the Maximum Number of Results which is shown below the search criteria. What is the maximum number of results? Answer: ______________

3.

Search for Account ##Megastore and show the details. Observe the available icons for this overview page. Do you find the a Tag current Item, an Add to Favorites or a Go To icon? Answer: ______________ Hint: Use the Quick Info for the existing icons!

4.

Go to the work center Calendar. Do you see the icon that allows you to synchronize activities and contacts with your groupware? Answer: __________

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Solution 38: Function Profiles Task 1: Before going into customizing and changing different parameters, log on to the CRM WebClient UI and check the current availability of certain features. 1.

Log on to the CRM WebClient UI with business role ## Service Professional (Z##SRVPRO). Check details on the Home work center. Can you work with Tags or Favorites? Answer: _________________ a)

Log on to the CRM WebClient UI, choose business role ## Service Professional (Z##SRVPRO) and choose work center Home. In the corresponding sections of the Home page, the system displays the following messages “The current business role cannot support the tag clouds due to missing setting.” “The current business role cannot support the favorites due to missing settings.”

2.

Search for Accounts. Observe the Maximum Number of Results which is shown below the search criteria. What is the maximum number of results? Answer: ____________ Hint: The maximum number of search results is independent of the specific search application. This means that, for example, the search for service orders will also have the same predefined number of maximum search results. a)

Choose Accounts & Products → Search → Accounts. The maximum number of results is 100.

3.

Search for Account ##Megastore and show the details. Observe the available icons for this overview page. Do you find the a Tag current Item, an Add to Favorites or a Go To icon?


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Answer: _____________ Hint: Use the Quick Info for the existing icons! a) Field

User Entry

Name 1 / Last Name

##Megastore

Choose Search. Use the hyperlink ##MegaStore to display account details. The available icons are • • • • • 4.

Show Configurable Areas Configure Page Personalize Print Page Help

Go to the work center Calendar. Next to the button Open Colleague's Calendar you should see an icon. What is the icon's quick info? Answer: _____________________ a)

Choose Calendar. The quick info is Synchronize Activities and Contacts with Groupware.

Task 2: Create a new parameter profile Z##PARPROF and assign the following parameters/values: Hint: In Customizing find UI Framework → Technical Role Definition → Define Parameters and open the IMG documentation to find detailed information on the different parameters. 1.

Create a new parameter profile Z##PARPROF and assign the following parameters/values:


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Parameter

Parameter Value

FAVORITES_ALLOWED

TRUE

FAVORITES_COMMUNITY

TRUE

GOTO_ENABLED

TRUE

GWS_DISABLED

TRUE

SEARCH_MAX_HITS

25

TAG_CLOUDS_ALLOWED

TRUE

TAG_CLOUDS_COMMUNITY

TRUE

Save the parameter profile. a)

In SAP CRM Customizing choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Parameters Choose New Entries. Field

User Entry

Profile

Z##PARPROF

Description

## Parameter Profile

Confirm and select this entry. In the structure-tree on the left choose Parameter Assignment. Choose New Entries. Enter the parameters and values given in the exercise. Hint: Use the value help for the parameter name! Save your settings.


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2.

Assign the parameter profile Z##PARPROF to your business role Z##SRVPRO using the function profile id PARAMETERS. a)

SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Select your business role Z##SRVPRO. In the structure-tree on the left choose Assign Function Profiles. Choose New Entries. Field

User Entry

Function Profile ID

PARAMETERS

Profile Value

Z##PARPROF

Confirm and save the data.

Task 3: Restart the CRM WebClient UI application and check if the changes are applied. Basically repeat the steps before you changed customizing. 1.

Log on to the CRM WebClient UI with business role ## Service Professional (Z##SRVPRO). Check details on the Home work center. Can you work with Tags or Favorites? Answer: ______________ a)

Log on to the CRM WebClient UI, choose business role ## Service Professional (Z##SRVPRO) and choose work center Home. In the corresponding sections of the Home page, the system allows you to work with Tags and Favorites.

2.

Search for Accounts. Observe the Maximum Number of Results which is shown below the search criteria. What is the maximum number of results? Answer: ______________ a)

Choose Accounts & Products → Search → Accounts. The maximum number of results is 25.

3.

Search for Account ##Megastore and show the details. Observe the available icons for this overview page. Do you find the a Tag current Item, an Add to Favorites or a Go To icon? Continued on next page

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Answer: ______________ Hint: Use the Quick Info for the existing icons! a) Field

User Entry

Name 1 / Last Name

##Megastore

Choose Search. Use the hyperlink ##MegaStore to display account details. The available icons are • • • • • • • •

Show Configurable Areas Configure Page Tag current Item Add to Favorites Go To Personalize Print Page Help

Try out the new features! 4.

Go to the work center Calendar. Do you see the icon that allows you to synchronize activities and contacts with your groupware? Answer: __________ a)

Choose Calendar. Due to parameter GWS_DISABLED the icon is no longer available!

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Lesson Summary You should now be able to: • Understand the concept of business roles • Explain typical settings within business role customizing • Create a customer specific business role • Understand the use of function profiles • Assign business roles to the organizational model

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Lesson: Central Sharing Tool Lesson Overview In this lesson the Central Sharing Tool is introduced. This tool allows users with certain administrative rights to share (distribute) originally personalized information like saved search models or favorites with other recipients, for example other users.


Make customizing settings required for using the Central Sharing Tool (CST) Share a saved search model with another user Receive a saved search model

Business Example Central Sharing is a powerful tool to share items across organizational units much quicker and will be a central hub of all sharable entities within the Business Suite. The main advantage of Central Sharing lies in their ability to share Tags, Favorites, Saved Searches and Favorite Reports across Business Roles, User, organizations and positions.

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Lesson: Central Sharing Tool

Central Sharing Tool

Figure 276: Central Sharing Tool - Overview

Figure 277: Customizing of Central Sharing Tool

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Via business role settings it is possible to allow users to share or receive information like Saved Searches, Favorites etc. 1.

2. 3. 4.

In Customizing choose activity SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Select a business role. Choose Assign Function Profile Add function profile CENTRAL_SHARING_TOOL and assign one of four possible parameter values.

Figure 278: Customizing Share Administrators

The following two parameters can be used for share administrators: • •

SHARER: The feature is enabled and users can define and distribute shares. SUPERSHARER: Same as SHARER except that users can also push the Shared Saved Search directly to the recipients' launcher without any necessary action from the recipients.

The system link Share is available once the business role includes function profile CENTRAL_SHARING_TOOL with either of the parameters above. Optionally the Work Center Central Sharing Tool can be included into the navigation bar of an administrative user. Therefore use Work Center UIF-WC-UST in appropriate navigation bar profiles.

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Figure 279: Customizing Recipients

The following two parameters can be used for recipients: • •

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RECIPIENT: The feature is enabled but users cannot initiate shares. They can only receive shares. LIMITED_RECIPIENT: The feature is enabled but users cannot initiate shared. They can receive shares but cannot delete shared objects.


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Sharing

Figure 280: Frontend Usage

1. 2. 3. 4. 5.

From the system links choose Share You can enter multiple share types (Tags, Favorites, Saved Searches and Favorite Reports) by clicking “Add”. You can enter multiple “Share With” entities. Optionally add a message text. Press the Share button to send the share.

Figure 281: Sharing - Shared Items

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There are a number of different items that can be shared. • • • •

Tags Favorites Saved Searches Favorite Reports

Figure 282: Sharing - Shared With

The following can be recipients of shared information: •

User System users as defined in transaction SU01.

•

Organization Organizational units as defined in the organizational model. All users belonging to the organizational unit receive the information.

•

Business Role Every user logging on with the business role receive the information.

•

Position Positions as defined in the organizational model. All users belonging to the position receive the information.

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Receiving

Figure 283: Receiving - Inbox Actions

Once someone shares objects, recipients find shared information in the Sharebox. The Sharebox can be part of the user's Home page. It is possible to perform the following actions with Sharebox entries: • • •

•

View textual information the administrator attached to the shared information Navigate to the shared object, for example execute the Saved Search to call the result list. When the user selects the Forward action on field they can forward the shared item to another share entity. The user then navigates to the Central Share Tool pre-populated with the shared item where the user can then select another share with entity. When the user selects the Add to Central Search action on field they can push the shared Saved Search to their Central Search for quick access. In the Central Search area the added Shared Save Search works in a similar fashion as the users own Save Searches. Note: The Shared Saved Search is identified by “(*)”.

When the recipient navigates back to the Home page, the shared item in the Shared Inbox no longer has bold font (similar to items in E-Mail Inboxes).

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Figure 284: Receiving - Organizing Shared Items

Using the Sharebox dropdown push button it is possible to display All Sharebox entries or only one entries of one kind, for example only Saved Searches. It is also possible to use a search function within the Sharebox. Therefore use the button and chooseSearch.

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A user can organizing the Sharebox by clicking the Personalize icon. In the Personalization dialog it is possible to use the following features: •

•

•

•

•

•

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New Folder: One can create a folder anywhere in the hierarchy. If no line is selected, the new folder will be placed at the end of “Sharebox". If a folder is selected, the new folder will be appended at the end of this folder's children. If the user selected a shared item in the tree, then the new folder is also appended at the end of this Shared item’s parent. Rename: One can always click on a folder and rename it by either pressing on Enter or on the Save button. Note that you cannot rename the root folders “Shared Inbox“, “Shared by me“, and “Shared with me". Delete: Deletion can only occur to Shared items within the “Shared by me“ root folder and any empty folders in the “Shared with me” root folder. Before performing deletion, a pop-up confirms with the user that this is his intention. If the line selected was a Shared Item from the “Shared with me“ root folder the item will not get deleted. However if the item was from the “Shared by me“ root folder, it will be deleted after confirmation. If it was a folder that was selected, the folder and all it’s children (folders/favorites) will be deleted as well. If a folder is selected for deletion from within the “Shared with me“ root folder, the folder will not get deleted until the contents have been moved. Cut/Paste: A user must select a line and press on the Cut button, then select another line and press on the Paste button. One can move a Shared Item or a folder and all its children. Note that the drag/drop functionality is also available. Up/Down: The user must select a line and either press Up/Down button. Note that you can only move a Shared Item/folder within the same parent root folder. Forward: The user can select multiple shared items and then press the Forward icon. The CST will be displayed pre-populated by all the selected Shared items.


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Exercise 39: Central Sharing Tool Exercise Objectives After completing this exercise, you will be able to: • understand relevant customizing for the Central Sharing Tool. • share a Saved Search with other users. • receive and organize shared objects using the Sharebox.

Business Example You would like to understand how an administrative user is able to share important information like favorites, tags or saved searches with other users. Those objects are typically personalized but by means of the Central Sharing Tool it is possible to distribute this information. Also, as a recipient, you would like to use the Sharebox to receive shared information.

Task 1: Log on to the CRM WebClient UI as a share administrator. Create a saved search model and share it with users working with the business role ## Service Professional (Z##SRVPRO), the role you created in one of the previous exercises. 1.

Log on to the CRM WebClient UI with business role Service Administrator. Hint: The business role Service Administrator (ZSRVADMIN) has been prepared as share administrator.

2.

Create a saved search ##SharingOrders. Therefore search for service orders for Account Media Store (Business Partner ID = 3271).

3.

Use the system link Share to launch the administrative view of the Central Sharing Tool. Add the saved search ##Sharing Orders to the Shared Items and include business role Z##SRVPRO to the Shared With section. Add a message text and share the information.


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Task 2: Before users can receive and display shared information you would like to configure the corresponding business role to act as a “Recipient”. 1.

Go to the customizing of business roles and assign the function profile CENTRAL_SHARING_TOOL to your business role Z##SRVPRO. Assign profile value RECIPIENT accordingly. Hint: While in the customizing dialog Define Business Roles you can verify that the business role you used to share information contains a profile value SHARER or SUPERSHARER.

2.

Log on to the CRM WebClient UI with business role ## Service Professional. Observe that the Sharebox is part of the Home page. You should see the shared information (bold font). Use the View Message icon to view the message from the share administrator. Use the hyperlink ##SharingOrders to execute the saved search. Go back to the Sharebox. Use the Show Actions (magnifier) icon to add the saved search to the central search.

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Solution 39: Central Sharing Tool Task 1: Log on to the CRM WebClient UI as a share administrator. Create a saved search model and share it with users working with the business role ## Service Professional (Z##SRVPRO), the role you created in one of the previous exercises. 1.

Log on to the CRM WebClient UI with business role Service Administrator. Hint: The business role Service Administrator (ZSRVADMIN) has been prepared as share administrator. a)

2.

Either use transaction code WUI or the SAP GUI Favorite you created earlier to start the CRM WebClient UI application.

Create a saved search ##SharingOrders. Therefore search for service orders for Account Media Store (Business Partner ID = 3271). a)

Choose Service Orders → Search → Service Orders Field

User Entry

Business Partner ID

3271

Save Search As

##SharingOrders

Choose Save. 3.

Use the system link Share to launch the administrative view of the Central Sharing Tool. Add the saved search ##Sharing Orders to the Shared Items and include business role Z##SRVPRO to the Shared With section.


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Add a message text and share the information. a)

Click Share (system link in the header area). In the Shared Items section choose Add → Saved Searches. Field

User Entry

Description

##SharingOrders

Choose Search. Select the entry and choose Choose. In the Shared With section choose Add → Business Role Field

User Entry

Business Role

Z##SRVPRO

Choose Search. Select the entry and choose Choose. In the Message area enter any optional text. Choose Share.

Task 2: Before users can receive and display shared information you would like to configure the corresponding business role to act as a “Recipient”. 1.

Go to the customizing of business roles and assign the function profile CENTRAL_SHARING_TOOL to your business role Z##SRVPRO.


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Assign profile value RECIPIENT accordingly. Hint: While in the customizing dialog Define Business Roles you can verify that the business role you used to share information contains a profile value SHARER or SUPERSHARER. a)

In SAP GUI choose Architecture and Technology → Configuration → Customizing. Choose SAP Reference IMG. Choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role . Select business role Z##SRVPRO. Double-click Assign Function Profiles. Choose New Entries. Field

User Entry

Function Profile ID

CENTRAL_SHARING_TOOL

Profile Value

RECIPIENT

Choose ENTER, save the data and leave the customizing activity. 2.

Log on to the CRM WebClient UI with business role ## Service Professional. Observe that the Sharebox is part of the Home page. You should see the shared information (bold font). Use the View Message icon to view the message from the share administrator. Use the hyperlink ##SharingOrders to execute the saved search. Go back to the Sharebox.


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Use the Show Actions (magnifier) icon to add the saved search to the central search. a)

Restart the CRM WebClient UI and choose business role ## Service Professional (Z##SRVPRO). Choose the View Message icon. Choose Close. Choose the hyperlink ##SharingOrders and observe the result list. Choose Back. Choose the Show Actions icon and then Add to Central Search. Hint: Observe the Central Search dropdown list box in the header area of the CRM WebClient UI application. It should now contain an entry ##SharingOrders (*).

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2010

TCRM20


Lesson Summary You should now be able to: • Make customizing settings required for using the Central Sharing Tool (CST) • Share a saved search model with another user • Receive a saved search model

2010


599


TCRM20

Lesson: Business Role & Authorization Concept Lesson Overview This lesson briefly explains the concept of authorizations as it relates to business roles.


Briefly explain the authorization concept Understand the difference between business roles and authorization roles.

Business Example You are responsible to adapt the existing Business Roles according to the different requirements of the user groups in your company. You want to learn about the security aspect of business roles and authorizations.

Figure 285: Business Role & Authorization Concept - Overview

Security concepts for business objects such as SAP Business Partner or SAP Product focus on standard authorization objects and data storage security. Each authorization references an authorization object and defines one or more permissible values (e.g. display, change, create) for each authorization field contained in the authorization object.

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Lesson: Business Role & Authorization Concept

Authorizations are combined in profiles, which are entered in a user's master record. Transaction PFCG is used to maintain the authorization profiles. Authorizations are assigned to Users in the user master data (Transaction SU01). For each Business Role SAP delivers a PFCG Role with the required authorization objects. These roles can be copied and adjusted to your needs. The standard SAP CRM Business Role names are SAP_CRM_UIU_*. The Authorizations assigned to the user are the ones that are checked during the processing of the business logic.

Figure 286: Business Role & Authorization Concept - Features

If the delivered authorization (PFCG) roles are not sufficient, because your own Business Roles contain different applications / business objects, several features are provided to create easily authorization roles / profiles and assign them to the users Users are created with transaction SU01. The trace to determine all authorization objects can be switched on. More information on this trace can be found in SAP notes 551478 and 449832. Default values can be maintained in SU24, if the default values delivered by SAP don't fit your needs Use report CRMD_UI_ROLE_PREPARE and transaction PFCG to assign all required authorizations to the related PFCG role.

2010


601


TCRM20

Use transaction PFCG to define the authorization values and to generate the authorization profiles. Use report CRMD_UI_ROLE_ASSIGN to make the user assignment easier: This report determines the Business Roles a user is assigned to. Based on the Business Role the authorization (PFCG) Profiles are determined and assigned. If necessary add some special authorizations manually to your users (SU01). For more details see the IMG documentation Customer Relationship Management → UI Framework → Business Roles → Define Authorization Role

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2010

TCRM20

Lesson: Business Role & Authorization Concept

Lesson Summary You should now be able to: • Briefly explain the authorization concept • Understand the difference between business roles and authorization roles.

2010


603

Unit Summary

TCRM20

Unit Summary You should now be able to: • Understand the concept of business roles • Explain typical settings within business role customizing • Create a customer specific business role • Understand the use of function profiles • Assign business roles to the organizational model • Make customizing settings required for using the Central Sharing Tool (CST) • Share a saved search model with another user • Receive a saved search model • Briefly explain the authorization concept • Understand the difference between business roles and authorization roles.

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2010

Index A

C

Access Sequence (Partner), 145 Access Sequences (Pricing), 209 Action Monitor, 178 Action Profile, 171 Actions, 170 Activities, 105 Activity Journal, 113 Activity Management, 104 Application Enhancement Tool, 732 Application Reference Field Navigation Field, 742 Appointment, 105

Calculated Field, 741 Calendar, 114, 503 Central Sharing Tool, 584 Client-Based Groupware Integration, 115, 503 Component Workbench, 641 Condition Maintenance Group, 217 Condition Records, 212 Condition Tables, 210 Condition Types, 208 CRM Analytics, 505 CRM Billing, 244 CRM ES Modeling Workbench, 507 CRM Interactive Reporting, 505 Currency Conversion, 260

B BI Content, 505 Billing, 246 Billing Documents, 249 Billing Engine Framework, 259 Billing Item Categories, 255 Billing Item Category Determination, 255 Billing Methods, 248 Billing Types, 255 Billing Unit, 254 Blocking Reason (Transaction Type), 28 BOL Browser, 658 BOL Model Browser, 658 Business Activity, 105 Business Object Layer, 639 Business Server Pages, 639 Business Transaction, 20 Business Transaction Category, 27

2010

D DARTX, 260 Date Management, 77 Date Profile, 77 Date Rules, 77 Dates, 76 Design Layer, 698 Design Object, 700 Direct Link Group, 611 Durations, 77

E E-Mail, 105 E-Mail Inbox, 504 Enhancement Analyzer, 746 Enterprise Search, 507

F Fact Sheet, 712 Favorites, 518


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Follow-Up Transaction, 34

G General Condition Maintenance, 216 Generic Interaction Layer, 639 Goto Menu, 513 Groupware Adapter, 116

H Hierarchies, 517 Home, 501

I Incompleteness Check, 80 Incompleteness Procedure, 81 Interaction Log, 105 Intercompany Billing, 260 Invoices, 245 IPC, 204 Item Actions, 21 Item Category, 28 Item Category Determination, 30

L L-Shape, 495 Logical Link, 610 Logo Text, 884

M MVC, 643

N Navigation Bar, 606 Navigation Bar Profile, 607 Notes, 75

O Overview Page OVP, 510

P Partner Determination, 139 Partner Determination Procedure, 145 Partner Function, 145

978


Partner Function Category, 144 Partner Processing, 138 Partners (in Transactions), 140 Personalization, 531 Post Processing Framework, 171 Presentation Layer, 639 Pricing, 204 Pricing Procedure, 206 Processing Type (for Actions), 174

Q Questionnaires, 112 Quick Create, 499

R Recent Items, 500, 612 Recipient, 587 Reports, 504 Role Configuration Key, 674

S Saved Search, 496 Saved Searches, 507 Schedule Conditions, 172 Server-Based Groupware Integration, 116 Sharebox, 590 Sharer, 586 Simplified Advanced Search, 507 Skin Workbench, 867 Skins, 867 Smart Forms, 174 Start Conditions, 172 Status Profile, 79 Subsequent Referencing, 35 Surveys, 113 System Links, 496 System Status, 78

T Table Graphics, 516 Task, 105 Tax Determination, 220

2010

TCRM20

Index

Text Determination Procedure, 76 Text Types, 76 Texts, 75 Tile Layout of Overview Pages, 514 Transaction Analyzer, 33 Transaction History, 33 Transaction Launcher, 623 Transaction Tax Engine, 220

2010

U UI Components, 640 UI Configuration Tool, 671 User Status, 78

W Work Center, 608 Work Center Link Group, 609 Worklist, 502


979

Index

980

TCRM20


2010

Feedback SAP AG has made every effort in the preparation of this course to ensure the accuracy and completeness of the materials. If you have any corrections or suggestions for improvement, please record them in the appropriate place in the course evaluation.

2010


981

Tcrm20 en Col95 Fv Part a4 Part1

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