CR100 Customising Fundamentals

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CR100 CRM Customizing Fundamentals

THE BEST-RUN BUSINESSES RUN SAP

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CR100CRM Customizing Fundamentals

SAP CRM 2007, SAP ERP Central Component 6.0

Version 81

Material number: 50089777

© SAP AG CR100 Preface-1

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Copyright 2008 SAP AG. All rights reserved.

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

Copyright

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Prerequisites

Prerequisites:Course SAPCRM

Recommended:Knowledge of the SAP CRM learning maps (for the various releases) which describe the functions in more detail.Customers and partners can use the following links to the SAP CRM learning maps on SAP Service Marketplace: http://service.sap.com/okp -> To registerhttp://service.sap.com/rkt-crm -> To accessOKP stands for SAP Online Knowledge Products.

The three day course SAPCRM introduces the SAP CRM application. It covers functions such as marketing, sales and service as well as the contact channels Interaction Center, CRM Web Channel and Partner Channel Management.

You must have a license to download a learning map. License costs are payable for each authorized user and each learning map (application/release). You can find more information and a comprehensive range of products on SAP Service Marketplace at http://service.sap.com/okp.


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Target Groups and Duration

Target Groups:Users of SAP ERP Central Component (SAP ECC), SAP R/3 and new customers planning to implement SAP CRM 2007Customers and consultants who need detailed knowledge about base Customizing in SAP CRM 2007Those who want to learn the fundamentals of SAP CRM 2007 and its generic functions

Duration: 5 days


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Course Overview Diagram

9. Pricing Fundamentals

10. CRM Billing

11. CRM Middleware

12. CRM WebClient UI

Appendix

Unit1. SAP CRM 2007 – Overview

2. Account Management

3. Organizational Management

4. Product Master

5. Transaction Processing

6. Activity Management

7. Partner Processing

8. Actions

This course does not cover key functions or contact channels in detail. The course focuses on more "generic" themes (for example, master data and general concepts of transaction processing).

Other courses, such as the following, can provide you with more in-depth knowledge:

CR300 – CRM Sales

CR410 – CRM Interaction Center Web Client

CR500 – CRM Middleware

CR580 – SAP CRM User Interface

CR600 – CRM Marketing

CR700 – CRM Service


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SAP CRM 2007 – Overview: Course Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

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SAP CRM 2007 – Overview

Review of Key CRM Functions

Overview of SAP CRM Architecture

CRM WebClient User Interface

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SAP CRM 2007 – Overview: Objectives

At the end of this unit, you will be able to:Describe the SAP CRM application

Describe the various components of the SAP CRM architecture

Define CRM Middleware

Navigate in the CRM WebClient UI

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Your company has selected SAP CRM as its Customer Relationship Management solution. Therefore, you want to become familiar with the key functions provided by SAP CRM. You also want to familiarize yourself with the SAP CRM architecture.

SAP CRM 2007 – Overview: Business Example

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SAP CRM Summary

The Customer

End-to-endProcesses

Web Channel InteractionCenter

Partner Channel

Management

FieldApplications

AnalyticsSales Service

Marketing

Industry Solutions

The key functions in SAP CRM are marketing, sales and service.

The SAP CRM contact channels are the Interaction Center, Web Channel (e-commerce), Field Applications (for example, Mobile Sales) and partner channel management.

SAP CRM provides leading front office functions and end-to-end industry-specific processes via marketing, sales, service and various other channels.

SAP CRM can be integrated into the NetWeaver portal, provided that you have implemented a portal strategy.

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Mobile Clients

CRM Web Channel

Asa logical unit

SAP ECCSAP R/3

SAPNetWeaver

Portal

TelephoneE-Mail

SAP CRM

Architecture of SAP CRM

Handheld Devices

SAP SCM

BI

InteractionCenter

J2EE, IMS

Field Applications

SAP Customer Relationship Management (SAP CRM) is part of the SAP Business Suite and contains a central CRM server that can be used to access the system via multiple channels. The CRM server can also connect to other systems.

The SAP CRM application can be connected and fully-integrated in the following ways:

The SAP CRM System as a central CRM server with its application components

SAP ERP Central Component (SAP ECC) as a back-end system with the tried and tested ERP functions

BI functions of SAP NetWeaver with comprehensive statistical and analysis capabilities The SCM system as a global solution for product availability checks and demand planning

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SAP CRM and Other SAP Systems

Plug-in*R/3 Adapter

ERP

CRM Middleware

BW Adapter

CRM Enterprise

SAPSCMBI

SAP CRM

* Release-specific

CRM Middleware is the primary device for the data exchange between the CRM system and the connected ERP system (as of SAP R/3 Release 3.1I and higher). A plug-in installed on the ERP system acts as a counterpart to the R/3 Adapter, supporting the data communication between the two systems. The data exchange normally includes an initial transfer of Customizing data, master data and transaction data to the CRM system, as well as a delta reconciliation of the master data and transaction data in both directions.

SAP ECC 6.0 and later releases contain all interfaces that are required for technical integration with the other SAP components that were previously components of the SAP R/3 plug-ins.

You can find more information about the SAP R/3 plug-ins on SAP Service Marketplace: http://service.sap.com/r3-plug-in. It is important to note that they are dependent on the ERP system.

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CRM WebClient User Interface

Header Area

Work Area

Navigation Bar

All CRM users have the same user interface

SAP CRM users work with the CRM WebClient UI which replaces the existing SAP GUI and People-Centric User Interface (PCUI).

The CRM WebClient UI looks the same in all applications. It can be adjusted using standard functions (such as the UI configuration tool).

The CRM WebClient UI is based on Business Server Page (BSP) technology.

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CRM WebClient UI - Details

1.2.

4.3.

5.

6.

1. System links

2. Saved searches

3. Title of work area

4. Page history

5. Navigation bar

6. Quick create

The complete user documentation can be found under http://service.sap.com/crm-inst

SAP CRM 2007 CRM Product Business User Documentation CRM 2007

You can navigate through the page history step by step, or you can go straight to a previous page.

Saved searches should always have a unique name so that existing searches are not overwritten.

Note 1038204 contains information about setting up the help center (user documentation).

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CRM WebClient UI – Personalization

Assignment blocks(open, closed, hidden)

Result list(number of columns, sequence, size)

Dialog box(columns)

Users can personalize the CRM WebClient UI. However, some system settings restrict the personalization options.

Personalization is called using the same pushbutton whose appearance depends on the skin.

You can personalize the number, appearance and order of assignment blocks in the same way as the search layout and results list.

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The Role of the SAP Graphical User Interface (SAP GUI)

SAP GUI for administrators and administrative activities

Examples of administrative activitiesCustomizing

System administrationABAP Workbench activities/custom developmentsSAP Business Workflow User maintenance/role administrationSystem monitoringCRM Middleware (settings/monitoring)…

As of SAP CRM 2006s, the SAP GUI interface should only be used for administrative purposes.

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.

End-users use only the CRM WebClient UI.

Note 1118231 provides further details about the interfaces that are supported in SAP CRM.

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What is Customizing?

What is Customizing in a SAP system?The settings in the SAP system that are used to adjust the default functions to the customer's unique business requirements.

The various "nuts and bolts" (parameterization - no programming involved)

Customizing should be thought of as parameterization rather than programming.

If the the standard or customized functions of the SAP CRM application do not meet the customer's requirements, it is possible to make program enhancements. This includes the implementation of Business Add-Ins (BAdIs). BAdIs are usually embedded in the Implementation Guide and are context specific.

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SAP CRM 2007 – Overview: Unit Summary

You are now able to:Describe the SAP CRM application

Describe the various components of the SAP CRM architecture

Define CRM Middleware

Navigate in the CRM WebClient UI

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Exercises

Unit: SAP CRM 2007 – Overview Topic: Logon and Personalization

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

• Log on to the CRM system using the SAP GUI

• Log on to the CRM WebClient UI

• Make user-specific default settings/personalized settings

You want to familiarize yourself with two different user interfaces. You want to be familiar with the SAP GUI as the “administrator” and the CRM WebClient UI as the “user”.

You make some personalized settings in the WebClient UI.

Note: In these exercises and all subsequent exercises, replace the generic placeholder ## with your individual group number.

1-1 Log on to the CRM system.

1-1-1 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.

The instructor will provide you with the logon data.

(## = group number)

1-1-2 Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI.

URL type: BSP Application

BSP Application: CRM_UI_FRAME

Description: WebClient UI

Start page: default.htm

1-1-3 Use the user name that you used earlier to log on to the CRM WebClient UI and choose the SALESPRO business role.

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

1-2-1 Personalize the layout of the CRM application and choose the Nova skin from the list of available skins.

1-2-2 Personalize the Create entries in the navigation bar by removing the entries E-Mail, Lead and Opportunity.

1-2-3 Optional: Explore the other personalization options.

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

1-3-1 Search for the account with the last name ##Megastore.

1-3-2 Optional: Personalize the result list to optimize the display.

1-3-3 Optional: Save your search with the name AC_##Mega.

1-3-4 Display the details of the account that was found and change the e-mail address to CRM-##[email protected].

1-3-5 Personalize the information that is displayed for an account.

Move the following entries from the Available Assignment Blocks area to the Displayed Assignment Blocks area:

Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center.

mailto:CRM-%23%[email protected]

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Data Sheet

In the various exercises of this course, data is created which you will require again and again.

You can use this sheet to make a separate note of the data in the exercises that is indicated by [→ Data sheet].

Unit Type of Data Number/Value Remark

Account Management Sold-to party

Account Management Contact

Organizational Model Organizational unit ID O

Organizational Model Determination rule

Product Master Product

Product Master General item category group

Transaction Processing Quotation (service transaction] <First quotation ##>

Transaction Processing Quotation (service transaction] <Second quotation ##>

Transaction Processing Order [service confirmation]

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Solutions

Unit: SAP CRM 2007 – Overview Topic: Logon and Personalization

1-1 Log on to the CRM system.

1-1-1 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.

The instructor will provide you with the logon data.

(## = group number)

Choose the menu (not the Easy Access menu) Favorites → Insert Transaction.

Transaction code: SPRO.

Choose Continue (ENTER).

1-1-2 Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI.

Choose the menu Favorites → Add other objects.

URL type: BSP Application

BSP Application: CRM_UI_FRAME

Description: WebClient UI

Start page: default.htm

Choose Continue (ENTER).

1-1-3 Use the user name that you used earlier to log on to the CRM WebClient UI and choose the SALESPRO business role.

Double-click WebClient UI in your favorites.

Enter the relevant data (user/password/language).

Choose SALESPRO in the selection screen that is displayed.

The data that is displayed corresponds most closely to what a sales representative sees in the sales environment.

This course provides the option of selecting other business roles (“sneak previews”). However, only the SALESPRO and alternative SERVICEPRO roles are used for the exercises and solutions.

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

1-2-1 Personalize the layout of the CRM application and choose the Nova skin from the list of available skins.

After logging on to the WebClient UI, choose Personalize.

Choose Personalize Layout.

Skin: Nova.

Choose Save.

1-2-2 Personalize the Create entries in the navigation bar by removing the entries E-Mail, Lead and Opportunity.

Choose Personalize Navigation Bar.

Select E-Mail, Lead and Opportunity then move these entries from Displayed Links to Available Links.

Choose Save.

1-2-3 Optional: Explore the other personalization options.

You can, for example, change your personal data (Personalize My Data) and define shortcut keys.

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

1-3-1 Search for the account with the last name ##Megastore.

Choose Account Management.

Choose Search → Accounts.

Name 1/ Last Name: ##Megastore

Choose Search (ENTER).

1-3-2 Optional: Personalize the result list to optimize the display.

You can call the personalization function for the result list by choosing .

1-3-3 Optional: Save your search with the name AC_##Mega.

Choose

Save Search As: AC_##Mega.

Choose Save.

The saved search is now displayed in the Saved Searches dropdown listbox and the Home page under My Saved Searches.

1-3-4 Display the details of the account that was found and change the e-mail address to CRM-##[email protected].

Choose the hyperlink name in the result list to go to the details of the corporate account ##Megastore.

In Account Details choose Edit.

The e-mail field is in the Main Address and Communication Data area. Enter the above address and choose Save.

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mailto:CRM-%23%[email protected]

1-3-5 Personalize the information that is displayed for an account.

Move the following entries from the Available Assignment Blocks area to the Displayed Assignment Blocks area:

Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center.

In the area , choose the personalization option .

Select Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center then move these from the Available Assignment Blocks area to the Displayed Assignment Blocks area.

Choose Save.

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Account Management: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

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Account Management

Overview of Accounts/Business Partner

Account classification & Life Cycle

Data Exchange with the ERP System (ECC; R/3)

Customizing and Extensibility

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Account Management: Unit Objectives

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

Explain the concept of Account Management

Explain the concept of the SAP Business Partner

Describe the relationships between accounts

Describe account classification and the account life cycle

Describe account hierarchies

Explain the data exchange for business partners

Describe possible enhancements

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Your enterprise has relationships with different types of business partner. For this reason, you want to learn how the concept of the business partner can help you maintain these relationships.

Account Management: Business Scenario

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Business Partners in the Application

Account Contact Employee

Corporate Account

Individual Account

Group Account

Transfer from Human Resources department

(SAP HCM) possible

The relevant terms in the "Business Partner" environment of the application are Account Management, Accounts and Contact .

During account creation, the number assignment is determined by a grouping.

When creating a business partner, internal number assignment is the default. If you want to use external number assignment instead, choose the relevant grouping and enter the external number.

You can define standard groupings in Customizing. This means that a grouping is automatically selected when you create a business partner without entering a business partner number or grouping (during internal number assignment), or when you enter a partner number but not a grouping (during external number assignment).

Path in Customizing: SAP Implementation Guide →Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Number Ranges and Groupings

Individual accounts are used in business-to-consumer (B2C) scenarios.

For example, a registered resale customer in a Web shop or a private account such as a telephone company.

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Supplier

PatientBusiness Partner

Relationships

Borrower

Organizational unitNeutral

Persons, organizations, groups

Cross-application

Tenant

Customer

Debtor

Contact

Employee

SAP? Business ?Partner

SAP? Business ?Partner

SAP Business Partner

The SAP Business Partner allows standardized maintenance of business partners across components.

Application-neutral data such as name, address, bank details, and payment cards, is mapped. The particular requirements for mapping organizations, groups and persons are taken into consideration.

The business partner model in the CRM system differs from that of the ERP back-end system (customer).

The business partner role (for example, contact, sold-to party or supplier) classifies the business partner according to their business function. The roles that are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved.

A business partner relationship forms the business-relevant connection between two business partners.

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Person

Business Partner Categories

Organization

Group

A business partner may be a person, a group of people, or an organization with a certain business interest.

The classification of a business partner as a natural person (for example, a private person), group or organization (legal person or part of a legal person, for example, department) is called the business partner category .

A group specifies a shared living arrangement, a married couple, or an executive board.

When a group is created, the corresponding partner group type must be entered.

The organization represents units such as a company, a department of a company, a club, or an association.

In addition to a legal person, parts of a legal person can be mapped as a business partner. Organization is an umbrella term for mapping every kind of situation in the day-to-day business activities. Therefore, a branch or purchasing department, for example, represents just parts of a legal person.

The business partner category must be defined when creating a new business partner and it cannot be changed later on.

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Sold-to party

Payer

Competitor

Invoice

Business Partner Roles

The business partner role classifies the business partner according to business function. The roles that are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved.

You can create more than one business partner role for a business partner. General information such as name, address, and bank details, only has to be entered once.

All applications or industry business solutions using the SAP Business Partner function provide special business partner roles.

The classification that should be assigned to a business partner (for data transfer) is determined from the business partner's role. This assignment is not visible in the UI and occurs implicitly. This classification is decided in the data exchange between SAP CRM and SAP ECC. This then determines which form the data is created in SAP ECC after it is transferred from SAP CRM.

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RMG Inc. Smith & Partners

Business partnerNo. 62031

Business partnerNo. 60095

Used for describing relationships between business partners

Attributes describe relationships

Some relationships are time-dependent

SAP Business Partner: Relationships

1st May 1995 – 31st March 2003is shareholder of

80%

A business partner relationship forms a business-relevant connection between two business partners.

To show that two business partners have a particular relationship to one another, we assign them a relationship category.

By entering a start and end date, a business partner relationship can be given a time limit. So, for example, you can get an overview of the periods during which a particular company operated as a shareholder of an organization.

You can use the Business Data Toolset (BDT) to assign additional relationship categories.

To do this, use the BP relationships task menu which is called in the SAP GUI using transaction BUMR.

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PersonOrganization

Function

Department

Communication dataGeneral

commercial powers of attorney

Employee responsible

Contact Person Relationship

Business Partner Relationship Category (Example)

Relationship Attributes

has contact person

Is contact person for

Business partner relationship categories describe the business-relevant relationship between business partners.

The relationship category describes the properties of a relationship and characterizes it with attributes.

There is a difference between a one-way business partner relationship category and a two-way business partner relationship category. In a one-way relationship category, the relationship extends from one partner to another, but not vice versa (for example, "is employee of"). An example of an two-way relationship is "is married to."

With the business partner relationship category, you determine whether only one relationship of this category can be created (for example, "is married to"), or whether several relationships of this category can be created at the same time (for example, "is contact person of").

The business partner relationship categories available depend on the business partner category in question. When a relationship is created, the system can check whether a business partner was created in a particular role (role dependency of a relationship category).

You can maintain addresses in several parallel versions. This means that you can save addresses in the system that have different international display formats (for example, kanji and Latin letters).

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Integration of Business Address Services (BAS)Any number of addresses for each business partner

Address usage assigns addresses to the relevant business processes

One address as standard address

Postal address and/or e-mail address

Address-dependent and address-independent communication data

Postal validation against SAP regional structure

Standard interfaces (BAdIs*) for external toolsPostal validation

Error-tolerant search

Check for duplicate entries

Data cleansing

Business Partner: Address Management

SAP Business Address Services (BAS) is used for maintaining BP address data.

You can maintain as many addresses as you like for each business partner. One address for each business partner is always flagged as the standard address. You can define address usages by assigning the different addresses to the relevant business processes.

The postal code, the city and the street can be validated by performing a check against the SAP regional structure. You can also use external software to validate postal data, check for duplicates, and error-tolerant searches. (For more information, see SAP Note 176559.) The following are examples of possible checks:

Checking postal codes, cities and streets, and combinations of these for consistency. During the check, missing elements are added. For example, if you enter only the city, the postal code is added.

When you create and change a business partner, existing BPs that are phonetically similar are displayed for comparison purposes. This prevents you from creating the same partner more than once.

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Marketing Attributes

OfficeMultimediaInternet

BeginnerAdvancedExpert

TelephoneE-mailFaxText msg

x

x

x

x

Characteristic Values/Attributes

Entry via SAP CRM or Web shop

YesNo

Application area

Level of expertise

Preferred channel

Newsletter

Attribute group: "PC User"

In CRM, an attribute can be used for marketing purposes by assigning it to a business partner and then using it (when modeling target groups) to define the selection conditions for business partner profiles.

Attribute sets are used to group together attributes created specifically within CRM Marketing for marketing purposes. Each attribute set therefore contains the attributes belonging to a business partner that are relevant for the marketing purpose.

Attribute sets are used in applications such as CRM Web Channel and CRM Telesales. In CRM Web channel, they record marketing attributes for business partners visiting Web shops, enabling the business partner to be assigned to a marketing profile. In Telesales, they can be used to profile telesales agents.

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Account classification- Structure

Criteria Attributes Values

Attribute ValueSOrg DChanl Division Country

3020

2200

2200

Wholesale

Partner

High tech

Service

1100

US

DE

Role

Rating

Role

Competitor

CustomerWholesale

Prospect

Role

3120 CA Gold

1000 Rating Silver

Wholesale

Wholesale

Role Customer

You can use account classification to classify your accounts according to any criteria. This is particularly useful for large enterprises who may want to classify different business areas according to different criteria.

Account classification is available as an assignment block on the Account page and is a search criterion in the search function. The account classification data supplements the normal account data. The roles in this assignment block are different from those in the Roles assignment block and the rating is separate from the overall rating of the account.

The required criteria can be combined in any way. Each classification category can consist of up to five criteria and as many attributes as you wish.

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Customizing the Account Classification

Categories

Criterion 1

Criterion 2

Criterion 3

Criterion 4

Criterion 5

Attribute 1

Attribute 2

Attribute 3

Categories

Category --> Attributes

Category --> Criteria

1. Maintain the list with contents

Categories

Criteria

Attributes

2. Make the assignments

Sales organization

Distribution channel

Division

Country

…

Rating

Role

ACCOUNT

ACCOUNT

Rating

Sales organization


Country

3. Maintain values

Define Customer Class

SAP provide classification categories for accounts as well as some predefined criteria.

You can assign up to five criteria and any number of attributes to each classification category.

Once a combination of criteria and attributes is assigned to the data it cannot be changed.

It is possible to define your own classification categories. For further information about extending the account classification, see the relevant IMG documentation or SAP Note 1045146.

Customizing path: SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Define Account Classification.

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Account Life Cycle

Corporate AccountSave Cancel New Show Duplicates More

Account Details

ID: …

Name: …

Life cycle stage:

Freely definablelife cycle stages

Different fields dependingon life cycle stage "Evolution"

Life cycle stages allow you to retain the different stages of a business partner during the life cycle. Each stage represents the specific view at a certain point in time. For example, a business partner may be a prospect before becoming a customer.

A life cycle stage is closely related to a role. A business partner may have several roles at the same time, but a life cycle stage is the status that the business partner has at a specific point in time.

An account may be assigned several business partner roles, but just one life cycle stage.

The account life cycle is delivered as a hidden function and must be activated in the UI configuration tool.

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Effects of the Account Life Cycle

Role A

Role B

Role C

Life cycle status

Account classification

Fields at header level

Assignment block 1

Assignment block 2

Assignment block n

No effectBusiness unit Country Role

The settings for the account life cycle are in Customizing:

SAP Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Business Partner Roles → Define BP Role Exclusion Groups.

You can define views for each life cycle stage. This means that you can specify which fields are displayed in the header of each phase and which type of fields are involved (editable, read-only or required entry fields). These settings are made in Customizing for Customer Relationship Management under Master Data → Business Partner → Accounts and Contacts→ Business Add-Ins.

Use the BAdI: Configuration of Views activity to make field modifications.

Use the BAdI: Configuration of Assignments activity to add and remove assignment blocks.

Use the BAdI: Setting of Attribute Defaults activity to assign default values to fields at account header level.

For more information about using the account life cycle, see SAP Note 1097651.

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Account Life Cycle: Stages and Sequences

Potential

Qualified Contact

Stage 1 Customer

Stage 2 Customer

Definition of life cycles, stages and sequences

You can specify which start stages are set when a business partner is created and which follow-on life cycle stages are permitted. You can make these settings in Customizing under Cross-Application Components followed by Business Partner → Basic Settings→ Business Partner Roles→ Define BP Role Exclusion Groups .

A business partner role exclusion group specifies which roles cannot be assigned to a business partner simultaneously. You must define a role exclusion group for the account life cycle.

You assign the relevant roles to the exclusion group. These are the life cycle stages.

You define a bridge between the roles and you determine a permitted sequence of life cycle stages. You can therefore prevent a business partner returning to an earlier stage.

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Comparison of Account Life Cycle, Roles and Account Classification

NoYesYesInfluences assignment blocks

NoNoYesInfluences header fields

Assignment of several

classification attributes to one account allowed

Assignment of several roles to

one account allowed

Unique account assignmentAccount Assignment

ClassificationRoleLife CycleAttribute

This slide compares some of the characteristics and attributes of the account life cycle, roles and account classification.

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Additional Functions

OpportunityAccount

Account Buying Center

Corporate AccountSave Cancel Show Duplicates

Sales Area Data New From Template

Templates

Fact Sheets

More

Corporate AccountSave Cancel Show Duplicates More

Fact Sheet/PDF Fact Sheet

Templates:In the first step, you define the required mini-template and enter the corresponding data. These mini-templates are independent of the sales area and cannot be used for the assignment of sales area dependent data. In the second step, you combine the sales area dependent mini-templates (without data) with the sales area independent mini-templates (with data).

IMG path: SAP Implementation Guide → Customer Relationship Management → Master Data→ Business Partner → Templates

Buying Center:

Identifies the people involved with the business decision and the degree of their influence

Depicts the relationship set of the people involved in the sales process

Used to enter the descriptive attributes of each person such as their opinion on their solution or their personal value selling

You can create several buying centers for a business partner. These then form the basis for creating the corresponding data in an opportunity.

However, a buying center in the opportunity can be saved as an account buying center.

The UI component for the fact sheet is BSP_DLC_FS. Customers can adjust the UI of the fact sheet to meet their requirements.

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BP50BP50BP40BP40BP30BP30BP20BP20BP10BP10

BP100BP100

BP90BP90BP80BP80BP70BP70BP60BP60

Account hierarchies are mapped with hierarchy trees in CRM.

For example, purchasing collaboration, chains, and so on.

Accounts are also assigned to the hierarchy nodes.

Account Hierarchies

Accounts are assigned to defined hierarchy nodes.

Group hierarchies originally maintained in SAP CRM cannot be transferred to the ERP system.

Customer hierarchies from the ERP system can be loaded into SAP CRM, but the changes that can be made to them there are restricted. You can process hierarchies from the ERP system by assigning business partners to the nodes. These business partners are only used in processes in SAP CRM. This data is not transferred to the ERP system.

There are three prerequisites for transferring a customer hierarchy from the ERP back end:

Initial data transfer: object DNL_CUST_THIT

The SAP ERP customer hierarchy types must be mapped to the CRM business partner group hierarchy types.

The SAP ECC R/3 table KNVH (customer hierarchies) must be downloaded into SAP CRM. Initial data transfer: object DNL_BUPA_KNVH.

If this download is active, pricing account hierarchies cannot be created in SAP CRM.

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Pricing

Conditions and price agreements are assigned to hierarchy nodes.

Conditions and price agreements apply to all accounts that are assigned to the subordinate hierarchy nodes and are dependent on the Customizing settings for pricing.

Reporting Structure

Business partners are grouped together in a hierarchy for statistical and analytical purposes

BP50BP50BP40BP40BP30BP30BP20BP20BP10BP10

BP90BP90BP80BP80BP70BP70BP60BP60

Discount 3%Discount 3%

BP50BP50BP40BP40BP20BP20BP10BP10 BP90BP90BP80BP80BP70BP70BP60BP60

Hierarchy Categories

You can create account hierarchies in different categories such as the "pricing" or "statistics" category.

An account can be assigned several hierarchies from different categories.

The account hierarchy is sales area-independent, including its different hierarchy levels and nodes.

In an account hierarchy of the "pricing" category, you can store sales area-independent data at each hierarchy level.

The account hierarchy allows you to group accounts in a multilevel group hierarchy.

A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from account to hierarchy node.

Hierarchy nodes and the dependent objects can be moved within the hierarchy.

Hierarchy nodes and the dependent objects can be moved from hierarchy to hierarchy or copied.

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Transferring BP Master Data into the System

BP Master Datain SAP CRM

InternetSelf-Registration

Interaction CenterWebClient

Initial Download from Legacy System

Download from ERP

BI(Leads) Account

Processing in SAP CRM

External ListManagement

SAP CRM Field Applications

Business Partner data is used in many business transactions. The system proposes business partner master data in the appropriate fields when, for example, you create a sales order in SAP CRM.

Internet self-registration: Consumers can use this function in the CRM Web Channel to register themselves. A business partner is created automatically in the SAP CRM system.

CRM mobile client: A sales representative can use the field application function to create or change business partner data (such as the contact). The data is transferred when the sales representative synchronizes the local data on their laptop with the SAP CRM system.

SAP CRM Interaction Center: An agent can use the Interaction Center WebClient to create or change account information.

Processing business partners in SAP CRM: Users can create or change business partners directly in the SAP CRM system.

SAP NetWeaver BI (leads): This allows you to import lists into SAP NetWeaver BI which you can then transfer to the CRM system using the Segment Builder.

External list management: When this scenario is used, addresses obtained from address providers must be deleted from the system when a certain number of contacts is reached or when no positive reaction is elicited from the business partner after a certain period of time.

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The account group of the customer master defines the following:

The number range

Processes a customer can be used for (partner functions)

Field attributes (for example, required entry fields)

The account group of the The account group of the customer master defines the customer master defines the following:following:

The number rangeThe number range

Processes a customer can be Processes a customer can be used for (partner functions)used for (partner functions)

Field attributes (for example, Field attributes (for example, required entry fields)required entry fields)

GroupingDetermines the number range

Business Partner RoleBusiness contextDetermines the classification implicitly with regards to data distribution

ClassificationDefines which account groups are assigned to a business partner

GroupingGroupingDetermines the number rangeDetermines the number range

Business Partner RoleBusiness Partner RoleBusiness contextBusiness contextDetermines the classification Determines the classification implicitly with regards to data implicitly with regards to data distributiondistribution

ClassificationClassificationDefines which account groups are Defines which account groups are assigned to a business partnerassigned to a business partner

Customer vs. Account/SAP Business Partner

SAP ECC SAP R/3 SAP CRM

SAP ECC (R/3) and SAP CRM have different data models: the business partner concept in CRM is more flexible than the customer master in SAP ECC (R/3). The ERP system and SAP CRM also have different concepts for the number range assignment: the data display and the data usage.

SAP ECC (R/3) and SAP CRM also have two different concepts for the use of business partners in business processes (for example, in an order). In the ERP system you can only use a customer with the correct account group (for example, sold-to party). In SAP CRM you can use any business partner for a specific purpose, regardless of their role. However, the necessary data must be maintained beforehand (for example, a business partner can only be used as a sold-to party when pricing data is maintained).

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Account groupBP RolePartner Role

Classification

Customer 0001Sold-to party

Prospect

Competitor

Consumer

Mapping of Classifications and Account Groups

Sold-to party

Ship-to party

Bill-to party

Payer

ERPCRM

Prospect 0005

Competitor 0006

Consumer 0170

Mapping exists between business partners in SAP CRM and ERP customers (in both directions). You can display and configure this mapping using transaction PIDE in the ERP system.

You should create your own account group for the data transfer from SAP CRM to SAP ECC (R/3).

You cannot define your own classifications. The Classification field is not displayed in the standard CRM WebClient UI, but it can be shown.

The classification is derived from the role category (each role is assigned a role category).

In SAP CRM, the roles sold-to party, ship-to party, bill-to party and payer are assigned to the Customer classification and the customer is assigned to exactly one account group.

You can make system settings so that business partner data (such as customers) have the same numbers in both systems.

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Enhancement Options

CustomizingSetting up number assignment (grouping)

Forms of address

Identification numbers

UI ConfigurationDeclaring fields as required entry fields

Hiding fields or making hidden fields visible

Enhancements with the Easy Enhancement WorkbenchCreating new customer-specific fields

There are two nodes in Customizing that contain activities which are specific to the business partner:

SAP Implementation Guide → Cross-Application Components → SAP Business Partner

SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner

UI configuration means the general UI configuration of the CRM WebClient UI. The main features of this are discussed in the last unit of this course and are described in detail in the course CR580 SAP CRM User Interface.

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Easy Enhancement Workbench (Example)

New fields

New table

The Easy Enhancement Workbench is a development environment with wizards which help you to add user-defined fields and tables to some of the standard SAP business objects. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This applies to the whole system; therefore, when you add to the CRM system you can also make additions to the connected SAP ERP system (for example, during the sales order).

Some examples of the functions generated for the Easy Enhancement Workbench:

Additions to the ABAP Dictionary

Application table

Data elements and domains

Check table for fields

Search help

APIs for reading, changing, deleting

Use transaction NEEWB to call the Easy Enhancement Workbench. Use transaction /nEEWB to call the Easy Enhancement Workbench.

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Account Management: Summary

You are now able to:Explain the concept of Account Management

Explain the concept of the SAP Business Partner

Describe the relationships between accounts

Describe account classification and the account life cycle

Describe account hierarchies

Explain the data exchange for business partners

Describe possible enhancements

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Exercises

Unit: Account Management Topic: Account Maintenance


• Maintain accounts in the application

• Explain the concept of business partners in the SAP CRM system

You want to maintain business partners and business partner relationships (contacts) for your trade fair business. You familiarize yourself with the basic properties of CRM business partners.

You also analyze the integration with your ERP system and investigate the data exchange between SAP CRM and SAP ERP.

1-1 One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly.

1-1-1 Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system.

Enter the following information in the appropriate fields:

(## corresponds to your group number).

Account Details

Name 1 ##Stockmann

Street/House Number Rue ##

Postal Code 750##

City Paris

Country FR

Language French

Transport Zone Central France

a) Assign the role of Sold-To Party to your account.

b) Maintain the Sales Area Data in the relevant assignment block.

Select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank.

Enter shipping information.

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Shipping Own data (checkbox)

Incoterms Free house

Delivery Priority High

Shipping conditions Standard

Enter billing information.

Billing Own data (checkbox)

Customer Pricing Procedure Standard

Currency EUR (Euro)

Terms of Payment Pay immediately w/o deduction

Customer Price Group New customers

Price List Type Retail

c) Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL.

Save the account.

__________________ [→ Data sheet]

1-1-2 Check whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this.

The SAP GUI has an administration transaction which can also be used to monitor the business partner data exchange:

SAP Menu → Master Data → Business Partner → Administration → Monitoring BP Data Exchange

Optional:Log on to the SAP ERP system and display the customer ##Stockmann.

SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Display → Sales and Distribution (transaction VD03)

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1-1-3 Stockmann has informed you that they have an additional address for the goods receipt. Enter the following additional address in the CRM system.

Address

Street/House Number Rue ##A

Postal Code 750##

City Paris

Country FR

Address Type Goods receipt

Save your data.

1-1-4 Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact.

a) Add Michael ##Contact in account maintenance as a Contact.

Title Mr.

First Name Michael

Last Name ##Contact

Language French

Function Buyer

Department Purchasing

Save your entries.

You can see the number of the contact if you choose Edit actions ( ) to call the contact details again.

Contact ID _______________ [→ Data sheet]

b) Has the contact person relationship also been created in the ERP system? Display the customer master.

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Unit: Account Management Topic: Customizing of Address Types


• Set up a new address type in Customizing and use it in the account application.

You want to create and use additional addresses as well as the standard address for the accounts in the CRM system. You can assign address types to these addresses. These address types can be used so that different addresses can be determined in the business transactions.

2-1 You want to set up another address type to use in the account application. You will use this new address type later on in the course to determine a specific address in your business transactions.

2-1-1 Create the new transaction ZZ## with the description ##Payer in Customizing for address determination.

2-1-2 Create the new address type ZZ## with the short description ##Payer in Customizing for address determination.

2-1-3 In Customizing, assign transaction ZZ## to address type ZZ##.

2-1-4 Test your settings in the application and add another address to the account. Assign the new address type to this address.

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Unit: Account Management Topic: Templates for Sales Areas


• Create different mini-templates

• Create a new template for sales area data and assign this a mini-template

• Create sales area data for an account using the new template

You use a large number of accounts in the CRM system and you often maintain the same sales area data. You therefore decide to create a template which contains the standardized sales area data.

2-2 You want to create and use a template for the sales area data.

2-2-1 Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Attributes.

a) Maintain the template description ##Sales attributes.

b) Add a line with the attributes Customer Group K (customer) and Incompleteness Group HTX1 (first BP group).

Save the mini-template and do not transport it.

2-2-2 Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Sales Area Assignment.

a) Maintain the template description ##Sales, Sales Area.

b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Sales.


You can skip exercises 2-2-3 to 2-2-6. If you do skip them, your template for the sales area data will consist of “only” sales attributes.

Ideally, a template should consist of sales attributes, shipping attributes and billing attributes. The procedure for creating the different mini-templates is similar. Therefore, you can also skip the following four sub-exercises.

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2-2-3 Create the mini-template ##Sales for the Business Partner application object and mini-template type Shipping, Attributes.

a) Maintain the template description ##Shipping attributes.

b) Add a line with the attributes Incoterms UN (not free), Shipping Condition 02 (standard) and IDES CRM Training Company; Final customer sales; --] Delivery Priority Normal.


2-2-4 Create the mini-template ##Shipping for the Business Partner application object and mini-template type Shipping, Sales Area Assignment.


b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Shipping.


2-2-5 Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Attributes.

a) Maintain the template description ##Billing attributes.

b) Add a line with the attributes Customer Pricing Procedure 1 (Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction).


2-2-6 Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Sales Area Assignment.

a) Maintain the template description ##Billing, Sales Area.

b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Billing.


2-2-7 Create the template ##Template with the description ##Template for Sales Area Data. Assign the mini-templates that you have just created to this template.

2-2-8 Test your settings in the application as create a new account.

In the Sales Area Data assignment block, choose New from Template.

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Solutions

Unit: Account Management Topic: Account Maintenance

1-1 One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly.

1-1-1 Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system.


Choose Create → Corporate Account.

Enter the following information in the appropriate fields:

(## corresponds to your group number).

Account Details

Name 1 ##Stockmann

Street/House Number Rue ##

Postal Code 750##

City Paris

Country FR

Language French

Transport Zone Central France

Choose ENTER.

a) Assign the role of Sold-To Party to your account.

Choose the Roles assignment block.

Role: Sold-To Party.

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b) Maintain the sales area data in the relevant assignment block.

Select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank.

Choose the Sales Area Data assignment block.

Choose New.

Sales Org. ID: Use the input help.

In the list of available sales areas, choose: [IDES CRM Training Company; Final customer sales; --]

Enter shipping information.

Shipping

Incoterms 1 FH (Free house)

Delivery Priority High

Shipping conditions Standard

Billing

Customer Pricing Procedure Standard

Currency EUR (Euro)

Terms of Payment Pay immediately w/o deduction

Customer Price Group New customers

Price List Type Retail

Choose Back.

c Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL.

Choose the Tax Classification assignment block.

Country ID: FR (using the input help)

Tax Type ID: MWST

Tax Group ID: FULL

Save the account.

__________________ [→ Data sheet]

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1-1-2 Check whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this.

Choose Home.



Search for the account you just created called ##Stockmann.

Open the Identification Numbers assignment block.

If the data has been transferred successfully to the connected ERP system, an R/3 Customer Number entry is displayed.

The CRM and ERP numbers correspond in the training system.

Optional:Log on to the SAP ERP system and display the customer ##Stockmann.


Customer: <Number of account>

Choose Customer’s sales areas....

At least one row should be displayed.

Double-click this line and choose Continue ( ).

1-1-3 Stockmann has informed you that they have an additional address for the goods receipt. Enter the following additional address in the CRM system.

Search for and open your account ##Stockmann.

Choose the Addresses assignment block and choose New.

Address

Street/House Number Rue ##A

Postal Code 750##

City Paris

Country FR

Address Type Goods receipt Select this address type from the dropdown list.

Choose Back ( ).

Choose Save.

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1-1-4 Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact.

a) Add Michael ##Contact in account maintenance as a Contact.


Choose the Contacts assignment block.

Choose New.

Title Mr.

First Name Michael

Last Name ##Contact

Language French

Function Buyer

Department Purchasing

Save your entries.

You can see the number of the contact if you choose Edit actions ( ) to call the contact details again.

Contact ID _______________ [→ Data sheet]

b) Has the contact person relationship also been created in the ERP system? Display the customer master.

Yes, the CRM contact has been created in the ERP system, but it has a different account number.


Customer: <Number of account>

Choose Continue.

In General Data, the contact that you just created in CRM should be displayed on the Contact Person tab page.

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Unit: Account Management Topic: Customizing of Address Types

2-1 You want to set up another address type to use in the account application. You will use this new address type later on in the course to determine a specific address in your business transactions.

2-1-1 Create the new transaction ZZ## with the description ##Payer in Customizing for address determination.

SAP Menu → Architecture and Technology → Configuration → Customizing

Choose SAP Reference IMG.

SAP Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Define Transactions

Choose Execute ( ).

Choose New Entries.

Business Transaction: ZZ##

Description: ##Payer

Choose Save.

2-1-2 Create the new address type ZZ## with the short description ##Payer in Customizing for address determination.

SAP Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Define Address Types

Choose Execute ( ).

Choose New Entries.

Address Type: ZZ##

Short name ##Payer

Name: ##Payer address

Several uses: Leave blank

Choose Save.

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2-1-3 In Customizing, assign transaction ZZ## to address type ZZ##.

SAP Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Assign Transaction to Address Type

Choose Execute ( ).

Choose New Entries.

Business Transaction: ZZ##

Address Type: ZZ##

Choose Save.

2-1-4 Test your settings in the application and add another address to the account. Assign the new address type to this address.


Choose the Addresses assignment block and choose New.

Address

Street/House Number Rue ##B

Postal Code 750##

City Paris

Country FR

Address Type

Choose Back ( ).

Choose Save.

© SAP AG CR100 2-42

Unit: Account Management Topic: Templates for Sales Areas

2-2 You want to create and use a template for the sales area data.

2-2-1 Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Attributes.

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG.

SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Templates → Maintain Mini-Templates Choose Create Template.

Application Object: BUPA

Mini-Template Type: CRM_SALES_ATTR

Mini-Template: ##Sales

Choose ENTER.

a) Maintain the template description ##Sales attributes.

Choose Text ( ).

Template Description: ##Sales Attributes

Choose Continue.

b) Add a line with the attributes Customer Group K (customer) and Incompleteness Group HTX1 (first BP group).

Choose Insert Line ( ).

Customer Group 3. K

Incompleteness Group: HTX1

Choose Save.

Choose No when the “Transport Mini-Template” dialog box is displayed.

Stay in template maintenance.

2-2-2 Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Sales Area Assignment.

Choose Create Template.


Mini-Template Type: CRM_SALES_SA

Mini-Template: ##Sales

Choose ENTER.

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Choose Text ( ).

Template Description: ##Sales, Sales Area

Choose Continue.



Choose Insert Line ( ) again.

Use the input help to assign sales organization IDES CRM Training Company; Final customer sales; --. Choose Continue.

Mini-Template: ##SALES.

Choose Save.

Choose No when the “Transport Mini-Template” dialog box is displayed.

2-2-3 Create the mini-template ##Sales for the Business Partner application object and mini-template type Shipping, Attributes.



Mini-Template Type: CRM_SHIPPING_ATTR

Mini-Template: ##Shipping

Choose ENTER.

a) Maintain the template description ##Shipping attributes.

Choose Text ( ).

Template Description: ##Shipping Attributes

Choose Continue.

b) Add a line with the attributes Incoterms UN (not free), Shipping Condition 02 (standard) and Delivery Priority Normal.


Incoterms UN

Shipping Condition: 02

Delivery Priority: Normal

Choose Save.

Choose No in the "Transport Mini-Template" dialog box.


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2-2-4 Create the mini-template ##Shipping for the Business Partner application object and mini-template type Shipping, Sales Area Assignment.



Mini-Template Type: CRM_SHIPPING_SA

Mini-Template: ##Shipping

Choose ENTER.


Choose Text ( ).

Template Description: ##Shipping, Sales Area

Choose Continue.




Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales; --. Choose Continue.

Mini-Template: ##Shipping.

Choose Save.


2-2-5 Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Attributes.



Mini-Template Type: CRM_BILLING_ATTR

Mini-Template: ##Billing

Choose ENTER.

a) Maintain the template description ##Billing Attributes.

Choose Text ( ).

Template Description: ##Billing Attributes

Choose Continue.

b) Add a line with the attributes Customer Pricing Procedure 1 (Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction).


Customer Pricing Procedure 1

Currency: EUR

Terms of Payment: 0001 © SAP AG CR100 2-45

Choose Save.



2-2-6 Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Sales Area Assignment.



Mini-Template Type: CRM_BILLING_SA

Mini-Template: ##Billing

Choose ENTER.

a) Maintain the template description ##Billing, Sales Area.

Choose Text ( ).

Template Description: ##Billing, Sales Area

Choose Continue.

b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Billing.



Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales; --. Choose Continue.

Mini-Template: ##BILLING

Choose Save.


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2-2-7 Create the template ##Template with the description ##Template for Sales Area Data. Assign the mini-templates that you have just created to this template.

SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Templates → Assign Mini-Templates to Templates

Choose New Entries.

Template: ##Template

Description: ##Template for Sales Area Data

Choose ENTER.

Choose Save.

Select ( ) the new entry ##Template.

In the dialog structure, double-click Templates → Mini-Templates

Mini-Template Type: CRM_SALES_SA

Choose Continue ( ).

Confirm the next dialog box.

Choose New Entries.

Mini-Template: ##Sales, Sales Area

Choose Save.

Choose Back ( ) twice.



Mini-Template Type: CRM_SHIPPING_SA



Choose New Entries.

Mini-Template: ##Shipping, Sales Area

Choose Save.




Mini-Template Type: CRM_BILLING_SA



Choose New Entries.

Mini-Template: ##Billing, Sales Area

Choose Save.

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Choose Save.

2-2-8 Test your settings in the application as create a new account.

Create a new corporate account according to the previous solution.

In the Sales Area Data assignment block, choose New from Template.

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Organizational Management: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

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Organizational Management

Organizational Model

Determination of Organizational Data in Transactions

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Organizational Management: Unit Objectives

At the end of this unit, you will be able to:Explain the use of the organizational model in SAP CRM

Maintain an organizational model

Explain the process of organizational data determination

Describe and define determination rules

Create an organizational data profile

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You are responsible for mapping the organizational structure of your company (marketing, sales and service) in the CRM organizational model.You have to create a new organization model, but you also have to map parts of the organizational structure of the existing SAP ERP system in the CRM system.You set up automatic organizational determination to automate your sales and service processes as much as possible.

Organizational Management: Business Scenario

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What is Organizational Management?

Organizational Management allows you to:

Map your marketing, sales and service structure

Characterize your organizational units by organizational and general attributes

Define rules to determine the responsible organizational unit

You can use organizational management to set up the company’s organizational structure. Using this flexible tool you can maintain the company structure, including the positions and employees in an application, and assign specific attributes to the organizational units.

Organizational management allows the automatic specification of organizational data using the organizational structure in a business transaction. It can also be used to determine business partners; for example, you can find the employee responsible for a certain business transaction (partner determination).

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Aim of Organizational Management

An activity (call) is created in an interaction center.

The system uses the postal code of the client's address (for example) to determine the sales office and the sales person responsible for the client automatically.

For example:

Relevant organizational units are determined automatically when a transaction is created

In this example, a prospect calls an insurance company and asks, "Can you insure my new house?"

The interaction center agent creates an activity and takes down the name, address and telephone number of the prospect.

The system uses the postal code to find the sales office responsible for this customer.

An agent in this office can get in contact with the customer, create a quotation and so on.

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Sales US West

IDES Inc.

IDES US

Sales US

Org.unit

Org.unit

Marketing US

Org.unit

Org.unit

Sales US East

Org.unit Internet Denver San Diego

Org.unit

Organizational Model: Example

Service US

IDES DE

Sales organization Service organization

Service team US1

Sales Office

Position Sales manager Sales employee

IDES UK

You can edit the organizational model using the CRM WebClient UI.

The organizational structure in the CRM system can be different from the structure in the ERP system. There are no restrictions on the levels that can be used in the structure of the CRM system.

You cannot map a matrix structure with the CRM organizational model.

Validity periods can be specified when creating organizational objects and object attributes, and when assigning organizational objects and object characteristics.

Organizational units can be created as business partners. The system automatically creates an account for an organizational unit with the role "Organizational unit."

You can specify validity periods when editing the organizational model.

For example, a new sales office will open on the first of January next year. You can define this sales office and assign it an organizational model today.

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Kate Kimbell

Salesmanager

Organizational objects are used for the design of organizationalmanagement when creating an organizational model.

Organizational Objects

Organizational unit:Functional unit of a company

Linwood ?Great Britain

Manchester office

Sales organization

Sales office

Position:Functional task distribution of individual items

Group 1

Position

Holder

Organizational objects are used for modeling an organizational plan. They can be linked to hierarchies to form functional relationships in the organizational plan for your company.

There are two types of organizational objects: organizational units and positions.

Organizational units form the basis of an organizational plan. Organizational units are functional units of a company. Depending on how a company is organized, the organizational units may be departments, groups or project teams.

Positions show the functional task distribution of individual items and their report structures 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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General AttributesFunctions

Functions and Attributes of an Organizational Unit

One or more functions can be assigned to an organizational unit.

Used to define the responsibilities of an organizational unit.

Used to define the type of organizational unit.

Examples:Sales organizationSales officeSales groupService organizationMarketing organization

Examples:CountryDivisionDistribution channelPostal codeTransaction type

Several general attributes can be assigned to an organizational unit

If you specify a function for an organizational unit, this information is inherited by the lower-level organizational units.

You can assign certain general attributes to organizational units when creating your organizational structure. General attributes are always related to a specific function, which means you can maintain different attributes for each function.

General attributes define the responsibilities of an organizational unit.

You can assign several attributes to an organizational unit.

You may define additional attributes for your company (table/view T77OMATTR).

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Functions for Sales

Sales organization

Sales office

Sales group

This involves an organizational unit in sales that structures the company according to sales requirements.It is responsible for the success of a sales area.

This location is responsible for sales of products and services in a particular area.

Group of sales employees who are responsible for specific products or services.A sales group has different areas of responsibility in a sales office.

The sales organization is the leading organizational unit for sales. You must always define at least one organizational unit as a sales organization in order to map standard processes for sales and service in the CRM system.

Sales offices and sales groups are used to map the internal organization.

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Functions for Service

Service Organization

Service Team

This is the organizational unit in the service area in which services are planned and prepared.The service organization is responsible for the success of a service area.

This is the organizational unit to which service employees are assigned according to tasks and other criteria. It performs service tasks at customer sites (for example, service technician group).

The service team is a service group, which executes the service tasks. It is relevant for resource planning.

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Function for Marketing

Marketing Organization

The marketing organization is a characteristic of the marketing plans and campaigns. You can use it to define how your enterprise structures the responsibilities for the marketing activities.

You can use the marketing organization characteristic as follows:

For authorization checks: You can use the marketing organization in authorization checks, for example, to determine whether a user is authorized to change a particular campaign.

For automatically entering and checking marketing attributes: The system can use the marketing organization to make standard entries for particular fields in the available marketing planner.

For partner determination: For example, you can use the marketing organization to determine the suitable marketing manager for the assigned marketing organization and then to assign this to the campaign (on the partner tab page).

Workflow routing: You can assign a marketing organization to a campaign and then start a workflow based on the attributes of the campaign. For example, you set the status of a campaign with a particular product category to "For Approval". The system forwards a workflow item to all users that are assigned to a marketing organization with this particular product category.

Cost planning: You can use the cost planning to distribute key figures over multiple levels. For example, you can use the marketing organization to distribute the costs of a campaign over multiple marketing organizational units.

Reporting: You can use the marketing organization for reporting. For example, you can measure the success of a particular organizational unit.

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Organizational Unit: O 50001243 Paris Office

Functions and General Attributes: Example

Scenario: SalesFunction: Sales officeGeneral Attributes: Distribution channel: 10

Country: FRRegion: 75, 91 - 95

Scenario: Service

Function: Service organization

General Attributes: Country: FRRegion: 01 - 99

Scenario: Marketing

Function: Marketing organization

General Attributes: Country: FRProduct Category: Monitors

The Paris office is responsible for several areas: sales, service and marketing.

In the Sales scenario, the Paris office is a sales office that is responsible for the following:

Distribution channel 10 (final customer sales)

Country: France

Region: 75 (Paris), 91-95

In the service scenario, the Paris office is a service organization that is responsible for the country France.

In the marketing scenario, the Paris office is a marketing organization that is responsible for the country France and products in the Monitors category.

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Organizational Management: Overview

Sales Org.O 50001243

Order

WIZARD

How to define organizational management

Step 1:Define the organizational structure: (create: Customizing; change: Customizing or master data)

Create organizational units and positions Assign organizational and general attributes

Step 2:Make the customizing settings for automatic determination of organizational units in transaction documents

Step 3:Automatic determination in the transaction (performed by the system)

Defining organizational management:

Define your organizational structure. You must create your organizational units, assign the attributes and positions, and determine the holders. You must create a new organizational structure in Customizing. You can change existing organizational structures within the master data.

Use the wizards to help you make the Customizing settings for automatic organizational data determination.

When you create a transaction, the system determines the organizational data according to your Customizing settings. You can change or enhance the organizational units manually.

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Determining the Responsible Organizational Unit (1)

Transaction

Organizational data

Responsible organizational unit

Manual entry

Customizing

Customizing

Automatically via responsibility

Automatically via organizational model

or

or

then

All other organizational units derived from the responsible organizational unit

Sales organization


Service organization

Users can enter the relevant organizational data for each transaction manually (no automatic determination).

You can define rules in Customizing for automatic organizational data determination. There are two different rule types which will be described in the following slides:

Responsibility determination rules

Organizational model determination rules

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Evaluated Attributes(fill container)

Country:

Determining the Responsible Organizational Unit (2)

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FR75Region:

Container Elements

Country,region

Organizational Model

Potential organizationalunits are searched for

in the organizational model

Search criteriaTransaction TypeSales Order

Organizational data profileBusiness partners

(for example,M. J. Lecontefrom Paris,

Determination ?rule

The

org.

uni

t fou

nd is

upd

ated

75 France)

or

ResponsibilitiesDirect specification of the

responsibleorganizational unit

To determine the organizational data in a transaction, the system reads the organizational data profile that was assigned to the transaction type used in Customizing. A determination rule is derived from this organizational data profile.

In SAP CRM, there are two types of determination rule for determining the responsible organizational units: organizational model and responsibilities. These are described in the following slides.

The method used to determine the organizational data depends on the scenario because an organizational unit in the sales scenario has different attributes from an organizational unit in the service scenario.

The organizational data of the transaction header may be copied at item level. There is no separate organizational data determination at item level.

IMG path: SAP Implementation Guide Customer Relationship Management Master Data Organizational Management Organizational Data Determination Change Rules and Profiles

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Determination Rule - Responsibility: Example

TransactionBusiness partner: Bardot

Organizational data

Responsible OU: Team 1

Sales organization: Sales FR

Distribution channel: 10

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Determination rule (organizational data profile)

Responsibility:

1.) A – K Team 1

2.) L – Z Team 2

Container:

Name

Sales FR

Organizational model

Function: Sales organization/ distribution channel 10

1.

3.4.Sales organization: FR

Distribution channel: 10Team 1

Team 2 Sales organization: FR

Distribution Channel: 10

2.

1. A transaction with business partner Bardot is entered.

2. In the above example, the Responsibility determination rule that is assigned to the organizational data profile (which is in turn assigned to the current transaction type), results in responsible organizational unit Team 1. This is because this team is responsible for business partners with the names A to K.

3. Team 1 is transferred to the transaction as the responsible organizational unit.

4. Team 1 is mapped in the organizational model with the (inherited) characteristics sales organization FR and distribution channel 10. This information is also transferred to the corresponding fields of the transaction.

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Determination Rule - Organizational Model: Example

TransactionBusiness partner: Bardot

Organizational data

Responsible OU: Team 1

Sales organization: Sales FR


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Determination rule (organizational data profile)

Container:

Name

Organizational model

1.Function: Sales organization/ distribution channel 10Sales FR

Rule definition:

Search module

2.



Name: A – K



Name: L – Z

3.4.

Team 2 Sales organization:


Name: L – Z

1. A transaction with Business Partner Bardot is entered.

2. The organizational model determination rule is assigned to an organizational data profile, which in turn is assigned to the current transaction type. This determination rule then searches the entire organizational model for organizational units that have matching attributes.

3. Team 1 is found as the responsible organizational unit.

4. Team 1 is mapped in the organizational model with the (inherited) characteristics sales organization FR and distribution channel 10. This information is also transferred to the corresponding fields of the transaction.

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Organizational Data Determination: Overview

ApplicationCustomizing

Determination Rule

Organizational Data Profile

Transaction Type

Determination according to the attributes of the organizational units

Organizational model must be defined with attributes

Responsibilities can be assigned directly

Only organizational units, no attributes required

Rule Type: Organizational ModelRule Type: Responsibilities

Organizational data determination (always at header level) includes the following steps:

The system reads the transaction type, for example, standard order TA.

The system reads the organizational data profile that is assigned to transaction type TA, for example, 0000001 (Sales).

The system reads the determination rules that are assigned to the organizational data profile.

Several standard determination rules are available. For example, rule 10000144 (ORGMAN_14) checks for maintained sales areas of the business partner and finds corresponding organizational units (similar to the ERP organizational data determination in sales transactions).

You define your determination rules and the organizational data profiles in Customizing. In addition, you specify the determination rules and assign the organizational data profile to your transaction type.

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You can create the organizational model automatically.

A prerequisite for the automatic generation is that no organizational model already exists in the CRM system, because existing organizational models could be overwritten.

The generation program can only be executed once. There is no subsequent delta download.

Automatic Generation of the Organizational Model

Company code

Division


Sales organization 1000

10

01 02 0201

1020

2000

Root node

1000

OU 3OU 2

2000

OU 120/0110/01

10/0210/02

Sales structure in SAP ERP Organizational model in CRM

Customizing path: SAP Implementation Guide Customer Relationship Management Master Data Organizational Management Data Transfer Copy SAP ECC Sales Structure.

The transfer of the ERP sales structure is a copying process that is started using a report. The sales structure currently valid in the ERP system is transferred.

After the organizational model is generated, the data must be processed further in SAP CRM. Changes in the ERP sales structure are not transferred after the report is executed.

If you wish to use HCM (formerly HR) and you have maintained the organizational plan there, you can distribute this organizational plan to SAP CRM with Application Link Enabling (ALE).

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Organizational Management: Unit Summary

You are now able to:Explain the use of the organizational model in SAP CRM

Maintain an organizational model

Explain the process of organizational data determination

Describe and define determination rules

Create an organizational data profile

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Organizational Management - Exercises

Unit: Organizational Management Topic: Creating an Organizational Model and Setting Up

Organizational Data Determination


• Outline an organizational structure using the organizational unit and position objects

• Assign the attributes of an organizational unit

• Create a determination rule and an organizational data profile, which are used for automatic organizational data determination

You are expanding your business by adding another department. You want to check the mapping of sales structures in your ERP system and maintain the attributes that describe the responsibilities of your new department.

1-1 You want to set up a new trade fair department, which will visit trade fairs and other events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsible for contacts made at trade fairs. You want to add the new department to the existing organizational model for your business and use attributes to describe the department's responsibilities.

1-1-1 Search for the organizational structure of your company, IDES CRM Training Company.

1-1-2 On the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the ID and ## Trade Fair Dept. as the description. The maintenance of an address is optional.

1-1-3 To which sales organization/service organization is your new organizational unit ## Trade Fair Dept. assigned?

_____________________________________________________

1-1-4 Can you change this assignment? Explain why.

______________________________________________________

© SAP AG CR100 3-23

1-1-5 Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners who have the postal code 750##.

Before you enter this information, check whether there are other attributes that describe the responsibilities of ## Trade Fair Dept. which are already assigned to the organizational unit. If there are, write them down:

Scenario Attribute Value Value to

Where do these attributes come from?

_____________________________

Add the attribute Post Code (scenario Sales) with the value 750##.

1-1-6 Your new organizational unit should be included during the organizational data determination. Make a corresponding entry.

Save the new organizational unit.

ID of the organizational unit ___________ [→ data sheet]

1-2 You want to add a position to your new organizational unit. You also want to fill this position with an employee that you created yourself.

1-2-1 Create the position ##Manager under ## Trade Fair Dept. and enter the description Head of Trade Fair Dept. ##.

1-2-2 Assign an employee that has already been created in the CRM system to this new position. When searching for the employee, enter the user name CRM-##.

______________________________________________________

1-3 Define a new determination rule in system Customizing. This is required later on to determine a suitable responsible organizational unit in business transactions.

1-3-1 You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use as a template. Use ORGATTR## as the code for the new determination rule and Determination Rule ## as a description (object name).

Use $TMP as the development class (package).

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1-3-2 Delete the Region attribute from the container and save the determination rule.

______________ [→ Data sheet]

1-3-3 Simulate organizational data determination for postal code 750## and country FR (France). Which organizational units does the system find as responsible organizational units?

1-4 Organizational data profile maintenance

1-4-1 Create the new organizational data profile ZORGPROF##

with the description Organizational Data Profile ##.

1-4-2 Choose the Sales scenario.

1-4-3 Use the determination rule you created earlier.

1-4-4 Set the Sales Organization and Distribution Channel indicators.

Using this organizational data profile in business transactions will lead to error messages if the Sales Organization and/or Distribution Channel fields cannot be determined.

The organizational data profile created by you will not be required until the exercises in the Transaction Processing unit. You then allocate it a separate transaction type (which you create yourself).

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Solutions

Unit: Organizational Management Topic: Creating an Organizational Model and Setting Up

Organizational Data Determination

1-1 You want to set up a new trade fair department, which will visit trade fairs and other events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsible for contacts made at trade fairs. You want to add the new department to the existing organizational model for your business and use attributes to describe the department's responsibilities.

1-1-1 Search for the organizational structure of your company, IDES CRM Training Company.

Choose Sales Operations.

Choose Search → Organizational Model.

Find by: Organizational Unit

Description: IDES CRM Training Company

Valid on: <Today>

Choose Search.

When the search results are displayed, use the hyperlink to navigate to the details of the organizational unit that was found.

1-1-2 At the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the ID and ## Trade Fair Dept. as the description. The maintenance of an address is optional.

Choose Organizational Unit.

Description: ## Trade fair dept.

Code: ##TradeFair

1-1-3 To which sales organization/service organization is your new organizational unit assigned?

In the Belongs To area of the Organizational Unit Details assignment block, you see that the sales organization and service organization IDES CRM Training Company is assigned to the new department.

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1-1-4 Can you change this assignment? Explain why.

You cannot change this assignment because it is an attribute passed down from a higher organizational unit.

1-1-5 Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners who have the postal code 750##.

Before you enter this information, check whether there are other attributes that describe the responsibilities of ## Trade Fair Dept. which are already assigned to the organizational unit. If there are, write them down:

Choose the Attributes assignment block.

Scenario Attribute Value Value to

Sales Distribution Channel

10

Sales Ref. currency EUR

Sales Country FR

Service Postal Code 75000 75099

Service Country FR

Where do these attributes come from?

There attributes were passed down from the IDES Training Company organizational root. You can add the Inherited indicator using the personalization options.

Add the attribute Post Code (scenario Sales) with the value 750##.

Choose Edit List.

In the value field for the Sales scenario and Post Code attribute, enter the value 750## .

1-1-6 Your new organizational unit should be included during the organizational data determination. Make a corresponding entry.

In the Organization Unit Details assignment block (area Allow Org. Unit to be Determined), set the Sales indicator.

Choose Save.

1-2 You want to add a position to your new organizational unit. You also want to fill this position with an employee that you created yourself.

1-2-1 Create the position ##Manager under ## Trade Fair Dept. and enter the description Head of Trade Fair Dept. ##.

In the Organizational Unit assignment block, select the new ## Trade Fair Dept. organizational unit so that the following position is created under this.

Choose Position.

Description: ## Head of Trade Fair Dept.

Code: ##Manager

Head of org. unit: Set

© SAP AG CR100 3-28

1-2-2 Assign an employee that has already been created in the CRM system to this new position. When searching for the employee, enter the user name CRM-##.

Choose Employee.

Search criterion: User Name CRM-##.

Choose Select table row ( ) in the results list to transfer the relevant employee.

1-3 Define a new determination rule in system Customizing. This is required later on to determine a suitable responsible organizational unit in business transactions.

1-3-1 You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use as a template. Use ORGATTR## as the object abbreviation for the new determination rule and Determination Rule ## as a description (object name).



SAP Reference IMG → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Determination Rules

Choose IMG activity documentation ( ).

The determination rule 10000164 (ORGMAN_7) corresponds roughly to the requirements.

Close the documentation and execute the IMG activity ( ).

Enter the number 10000164 in the rule field and choose Copy ( ).

Enter ORGATTR## as the object abbreviation for the new determination rule and Determination Rule ## as the description (object name).

Choose Copy ( ).

Use $TMP as the development class (package).

1-3-2 Delete the Region attribute from the container and save the determination rule.

Open the new determination rule in change mode. Select the entry Region on the Container tab page, right-click and choose Delete to delete the entry. Confirm the dialog box, save the modified determination rule and write down the number.

_________________ [→ Data sheet]

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1-3-3 Simulate organizational data determination for postal code 750## and country FR (France). Which organizational units does the system find as responsible organizational units?

Choose Simulate rule resolution and enter the attributes Postal Code 750## and Country FR. The organizational unit ## Trade Fair Dept. should be displayed.

1-4 Organizational data profile maintenance

1-4-1 Create the new organizational data profile ZORGPROF## with the description Organizational Data Profile ##.

SAP Reference IMG → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Organizational Data Profile Choose New Entries and enter the data.

1-4-2 Choose the sales scenario.

Choose Sales from the list of scenarios.

1-4-3 Use the determination rule you created earlier.

Enter the number of the determination rule that you just created in the Organizational Model Determin. Rule field.

1-4-4 Set the Sales Organization and Distribution Channel indicators.

Select Sales Organization and Distribution Channel.

Save the organizational data profile.

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Product Master: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

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Product Master

Basic Features of the Product Master

Maintaining Products

Set Types, Attributes, Categories and Hierarchies

Exchanging Product Data

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Product Master: Unit Objectives

At the end of this unit, you will be able to:Explain the concept of the CRM product master

Maintain products and enhance them using set types and attributes

Explain product hierarchies and categories

Explain the principles of the integration between the ERP and SAP CRM systems

© SAP AG CR100 4-3

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Your company wants to open new distribution channels and to conduct the sale of its products with the CRM system.The ERP system already contains product data in the form of material masters. You therefore want to use and integrate some of this data. You also want to add to this data according to the CRM product master concept.In the future, your company wants to map service processes in CRM. You will therefore research which products you can use for this.

CRM Product Master: Business Scenario

© SAP AG CR100 4-4

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Materials

CRM Product Master

Product Types

Warranties

Services

Financing

WN

IP

The CRM system recognizes up to six different product types. As well as product types IP and Financing, there is the additional industry-specific product type Financial Service.

The number of product types is predefined and cannot be increased in Customizing.

The term Product is usually used instead of Material in the CRM WebClient UI application.

ERP material master data can be transferred to the CRM system (see the other slides in this unit).

An ERP material master comprises various data and views, some of which cannot be processed in the CRM system (for example, accounting data). It is usually only general/basic data and sales-specific data that can be transferred to the CRM system.

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Examples of Products

2 years

8.00 12.00 18.00 8.00 12.00 18.00 Time

Notebook "HT-1010"(product/material)

Repair "SRV1_4"(service)

Premium support "SER_023"(service/contract product)

Customer warranty"WP_001"(master warranty)

The slide shows some of the products that might exist in standard CRM IDES systems and training systems.

Product/material HT-1010: This is a material that is loaded from the ERP system. It is salable and kept in stock.

Service SRV1_4: This is a service that was created in the CRM system. It can be used in service orders, for example.

Service SER_022: This is a service that was created in the CRM system. It contains information that is relevant for service contract processing.

Warranty WP_001: This is a (master) warranty that was created in the CRM system. It can be assigned installation components (for example, installation component 3305) and (individual) objects. Warranties are used in service processes.

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Relationships or dependencies between products can be modeled

New

Change

Maintaining Products

Display

Copy as...

Product maintenance in the CRM system takes place in the CRM WebClient UI. The user role determines which product types can be maintained.

If the material master data of a connected ERP system is transferred to the CRM system, only limited changes can be made to the corresponding products. Exceptions to this rule can be specified in Customizing:

SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Business Add-Ins → BAdI: Allow Changes to Product Data

© SAP AG CR100 4-7

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Accessories

Customer material number

Relationship

Relationships

Product ?

HT-1010

HT-1010 MS-1010 (BP 3271)

R-1160

HT-1010 ServiceSRV1_4

The Accessories relationship can be used in the context of product proposals (CRM marketing). Product proposals can be made for customers who order products on the Internet and employees in the Interaction Center.

Selection of other relationship types:

Customers (here, for example, a customer material number can be assigned)

Vendors (here, for example, a vendor material number can be assigned)

Components (a structured product is mapped with this)

Services (default products for the service order processing)

Spare parts (default products for the service order processing)

Warranties (used in the product registration)

The relationship Customer/distribution chain (Middleware adapter object CUST_MAT_INFO) is used to download the ERP customer material number to SAP CRM.

In order to maintain relationships in the product master, explicit assignments must have been made for them in category processing (see the following slides).

A separate assignment block is displayed for each relationship in the CRM WebClient UI.

Customer-specific relationship types can be defined with the Easy Enhancement Workbench. Some extra steps then make these visible in the CRM WebClient UI. See SAP Note 1139562 for more information.

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Competitor Products

Competitor ProductsProduct master is leaner

Maintenance of competitor products

Relationships

Integration in business processes

Competitor Product

HT-1010HT-1010

C-0100C-0100

Compet. IncCompet. Inc

Own product

Competitor product

Competitor

The competitor products function allows you to enter information about competitor products that are in direct competition with your products. From a technical point of view, competitor products are products with product type Material and are created using the competitor products function.

Competitor products can be included within functions such as activity management and opportunity management.

The competitor product function allows you to monitor

Competitors' products

The situation regarding your competitors and customers

© SAP AG CR100 4-9

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Structure of the CRM Product Master

MS 1000MS 1000

Basic data

Units of measureUnits of measure

DescriptionsDescriptions

Product categoriesProduct categories

Sales Data

Sales textSales text

Control fieldsControl fields

GroupingsGroupings

CRM Data

MarketingMarketing

......

Additional infoAdditional info

Distribution chain

MAT_HAWA R3PRODSTYP

EN "Monitor 1000"

DE "Bildschirm 1000"

Base unit PC

Sales unit

Item category group

Product group

Volume rebate group

"This screen is not only flat, it is also extremely energy-efficient"

Size

Color

From a technical point of view, the CRM product master is a collection or arrangement of various set types that contain specific data.

Set types are delivered with the SAP CRM system which contain the necessary business information for the business processes.

Customers can define their own set types for additional product information.

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Base Hierarchies

SAP R/3 SAP CRMSAP ECCMaterial type R3PRODSTYP

Material group R3MATCLASS

Product hierarchy R3PRODHIER

SAP R/3 SAP CRMSAP ECCMaterial type R3PRODSTYP

Material group R3MATCLASS

Product hierarchy R3PRODHIER

Customizing download ⇒ Base hierarchies

Before materials can be transferred from the ERP system to the SAP CRM system, base hierarchies must be created. This is performed with a Customizing download.

The adapter object for transferring the base hierarchies is DNL_CUST_PROD1.

R3PRODSTYP is the default base hierarchy. Products that are loaded to the CRM system from the ERP system must belong to at least this base hierarchy. Assignments to other hierarchies are optional.

If SAP CRM is implemented without an ERP back end system, preparatory steps are necessary before product master data can be created in the CRM system. These preparatory steps are documented in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → CRM Standalone.

© SAP AG CR100 4-11

© SAP AG 2008

Setting Up Product Master Maintenance

1. Generation of base hierarchies by Customizing download from ERP

2. Assignment of the product application to a base hierarchy

R3MATCLASSR3PRODHIERR3PRODSTYP

Hierarchy ID: HierarchyMaterial groupProduct Hierarchy

Product Subtype

2a. Optional: Assignment of a product type to a base hierarchy

Product R3PRODSTYP

SalesPurchasing

R3PRODHIERR3MATCLASS

MaterialServiceWarrantiesIPFinancing

R3PRODSTYP

WTY_HIERIP_HIERFIN_HIER

R3PRODSTYP

SAP Implementation Guide → Cross-Application Components → SAP Product →Product Category → Assign Category Hierarchies to Applications

SAP Menu → Architecture and Technology → Middleware → Data Exchange → Initial Load → Start

Object: DNL_CUST_PROD1

To create the products of a particular product type, product categories and set type assignments that correspond to each product type must have been made.

See the IMG documentation for information about using service products: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Processes → Define Service Products.

See the IMG documentation for information about using warranty products: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Warranties → Define Warranties.

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© SAP AG 2008

Set Types and Attributes

Basic Data

Units of measure

Descriptions

Product categoriesMAT_HAWA R3PRODSTYP

EN "Monitor 1000"DE "Bildschirm 1000"

Base unit PC

Set type "units of measure"

Attribute "unit of measure"

Attribute "volume"

Attribute "gross weight"

Attribute "net weight"

- Field is key?- Multiple use?- Distribution-chain-dependent?- Active for templates?

An attribute is defined by its attribute type (for example, integer, character string or date), its attribute length and (optionally) its value range (for example, single values or intervals), or by a value table.

Attributes help to describe products or individual objects. They are grouped into set types and saved there. A set is a specific instance of a set type. Set types are stored in the system as database tables. Set types enable you to perform detailed modeling of products and objects in the system.

Particular set types (SAP standard set types) are predefined in standard systems. If they are not sufficient for your needs, you can define additional set types of your own and assign attributes to them. The attributes can be those predefined in the standard system and also attributes (including value ranges) that you have defined yourself.

If a set type is already assigned to a product category, it is only possible to change the set type description and, if necessary, add other attributes.

Only those set types that are not (or no longer) assigned to a category can be deleted.

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© SAP AG 2008

Categories and Hierarchies

Set N* = Inherited set

= Category

Set N = Set

= Product

High Tech

Computer Printers Monitors

Set 1*

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Set 2

Set 1

Set 1* Set 3 Set 1* Set 4

Inkjet printer Laser printer Multi-devicesSet 1*

Set 3*

Set 1*

Set 3*

Set 1*

Set 3*Set 5 Set 6 Set 7

Standard PC

Hierarchy(customer)

R3PRODSTYP(SAP)

Laser IT

Standard PC

= Set with templateSet N

MS 1000

The categories that are assigned to a product determine which product data is visible and can be maintained. Categories can also serve as groupings.

Product categories are used to group products together according to various criteria.

Categories inherit the product category and the set types of all higher-level categories. For example, the base hierarchy R3PRODSTYP contains the category MAT_. This contains various set types, such as basic product data and conversion of units of measure. The sub-category MAT_HAWA inherits the set types from MAT_ and has additional set types, for example, sales set types.

The assignment of a product can be changed or deleted. The Recategorize Products function is only available in the SAP GUI.

Example:In the above case, the general set type Set 1 (for example, administrative information relevant for each product) was assigned to the higher-level category High Tech. These attributes/fields are inherited by all subordinate categories, which in turn may be described by separate set types. For example, Set 2 could contain information about the type of hard disk and motherboard. Once a product has been assigned to a product category, the attributes and contents that are stored in the relevant set types are displayed.

You can maintain conditions at category level, for example, by defining cross-product surcharges or discounts.

© SAP AG 2008

Enhancing the Product Master: Overview

Desktops

Laptops

Monitors

Products

Printers

Hierarchy Categories Set types Attributes

MS 1000 (category "Monitors")

ColorSizeDiscontinued model

White21-inch

Yes

Color

Size

Discontinued model

Monitor characteristics ( set 4)

Monitorcharacteristics(View = tab page)

Template possible

Computer

The following slides explain the various elements necessary to enhance the product master:

Hierarchies

Categories

Set types

Attributes

Creation of attributes results in the creation of data elements and domains on the database.

Creation of set types results in the creation of database tables and other ABAP Dictionary objects, as well as function groups, function modules and screens.

To display the new set type in the CRM WebClient UI, the following steps must be performed.

SAP Menu → Master Data → Products → Assign Set Types to Overview Pages

SAP Menu → Master Data → Products → Create UI Configuration for Set Type

Set types can be assigned to categories. You can assign templates when assigning set types. Therefore, products that are categorized later are assigned predefined characteristics automatically.

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© SAP AG 2008

1. Initial download (once)

2. Delta download (permanent)

Download of Material Master Data

ERP

Source

SAP CRM

Target

Download of ERP material masters to the SAP CRM system

Material master data is replicated from the ERP system to the CRM system by the CRM Middleware. The adapter object in question is called MATERIAL.

An initial download must be made first to download the required materials and to display them as products in SAP CRM. For information about how to do this, see the application help.

Subsequent changes and new materials in ERP are then transferred by a delta download.

If you set up new systems with product master data, or if you want to create or change the connection between existing systems, you must read SAP Note 418886 (and related notes). These notes contain important information about how to avoid database inconsistencies.

Upload of CRM products to the ERP system:

You can allow or disallow uploads of each product in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Settings for Product Type → Allow Upload for a Product Type.

CRM product data is not uploaded automatically in standard systems. It must be carried out manually and individually for each product.

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© SAP AG 2008

Product Master: Unit Summary

You are now able to:Explain the concept of the CRM product master

Maintain products and enhance them using set types and attributes

Explain product hierarchies and categories

Explain the principles of the integration between the ERP and SAP CRM systems

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Exercises

Unit: Product Master Topic: Product Maintenance and Enhancement


• Maintain a product in CRM

• Add your own attributes to products in CRM

At the forthcoming trade fair, your want to present new products and convert potential customers into purchasers. You therefore familiarize yourself with the product maintenance functions in CRM.

Some of these products already exist as material master data in the ERP system.

1-1 Create a material master record with several views in the ERP system.

1-1-1 Log on to the ERP system and call material master maintenance:

SAP Menu → Logistics → Sales and Distribution → Master Data → Products → Material → Trading Goods → Create

(Do not enter a material/material number. This is done by internal number assignment.)

Enter the following data:

Industry Sector: Retail

Choose ENTER.

Select the following views:

Basic Data 1 and 2

Sales: Sales Org. Data 1 and 2

Sales: General/Plant Data

Sales text Choose ENTER.

Plant: 2200

Sales Org.: 2200


Choose ENTER.

View: Basic Data 1:

Material Short Text: ##Monitor

Base Unit of Measure: PC

Material Group: 00207 (monitors)

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Note that the field GenItemCatGroup has been prefilled with the value NORM.

This field is explained in the transaction processing unit.

Under Additional data, enter a description for the language FR then go back to the Main Data.

If you leave material master maintenance without creating the views you selected earlier, proceed as follows:

Create a new material master, but enter the material number that has been determined by the system.

Next, choose only the views that you have not yet created.

Additions to the material master are performed using the create transaction, NOT the change transaction.

Press ENTER twice.

View: Sales: Sales Org. 1

Tax Classification: 1 (for all countries)

Choose Conditions.

Scale quantity: 1 (PC)

Amount: 129 (EUR)

Choose Back ( ).

Choose ENTER.

View: Sales: Sales Org. 2

Note that the Item category group field has been prefilled with the value NORM. Choose ENTER.

View: Sales: General/Plant

Transportation Group: 0001 (On palettes)

Loading Group: 0002 (Forklift)

Choose ENTER.

View: Sales text

Sales text: This is a high-value monitor.

Choose and confirm the dialog box to save the material.

Material Number: ___________________ [data sheet]

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1-2 Display the material master in the SAP CRM system and familiarize yourself with product maintenance.

1-2-1 Search for your product and save your search as PR_##Mon.

1-2-2 Take a closer look at your product. Has your product master been created without any errors?

How many product categories is your product assigned to?

Where can you find the sales price of EUR 129.00?

Where can you find the sales text that you maintained?

1-2-3 Create a product master relationship. Assign material R-1120 as an accessory.

When might this accessory function be used?

2-1 Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI.

2-1-1 First, create two new attributes in the SAP GUI.

The first attribute ZDIAGONAL## (Description: size of the monitor ##) is of the type Integer (2 digits) with the value range 19 and 21 (inches).

The second attribute ZMONITORTYPE## (Description: monitor type ##) is of the type Character String (5 characters) with the value range TFT (flat) and CRT (normal).

2-1-2 In the SAP GUI, create the set type ZMONITOR## (Monitor characteristics ##) for Materials and assign to it the attributes you created in the previous exercise.

2-1-3 In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories.

The first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possible to assign products or objects to this category.

We recommend that you first define a root node so that later you can assign several categories at the same level.

The second category ##MONITORS (monitors of group ##), should be assigned to the product type Material. It should also be possible to assign products and objects to this category.

Assign the set type created by you (ZMONTOR##) to this category.

Save your entries.

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2-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment.

After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product.

To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.

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Optional Exercises 3-1 Templates in the product master.

3-1-1 Display the set type ZTMONITOR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?

3-1-2 Go to Customizing and call mini-template maintenance (for products).

SAP Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates

Display the product mini template with the ID/description ZTMONITOR.

You should see two attributes containing default values (Speaker-out and Maximum Contrast).

3-1-3 Display the category 00010 of the product hierarchy PCSHOP_01 in the CRM WebClient UI. Apart from the assigned set types, what else can you see?



What do you notice?

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Alternative Service Scenario: Exercises

1-1 Create a Service in the CRM system.

1-1-1 Log on to the SAP CRM system, go to product maintenance and create the service ##Repair (Repair Group ##) with the category Service Product with Resources.

Maintain the following data:

Item Category Group: SRVO (service item)

Work Duration: 60 minutes

Tax Classification: FR – MWST – FULL

Distribution Chain: IDES TR / 10

Base Unit of Measure: AU

The price (condition type 0PR0) for a ##Repair work is to be maintained depending on the product; in distribution channel IDES TR / 10 it amounts to EUR 50.

Save the product data.

1-1-2 Search for your product and save your search as PR_##Rep.



The first attribute ZTOOL## (Description: Tool required ##) is of the type checkbox with the value range Yes and No.

The second attribute ZTOOL1## (Description: Tool ##) is of the type character string (10 characters), has multiple values and has the value range MULTIMETER (multimeter) and PLIERS (pliers).

2-1-2 In the SAP GUI, create the set type ZREPAIR## (Repair characteristics ##) for Services and assign it the attributes you created in the previous exercise.

Make sure you set the Multiple Values Poss. indicator for the attribute ZTOOL1.


The first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possible to assign products or objects to this category.

We recommend that you first define a root node so that later you can assign several categories at the same level.

The second category, ##REPAIR (Repair of group ##), should be assigned to the product type Service. It should also be possible to assign products and objects to this category.

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Assign the set type created by you (ZREPAIR##) to this category, as well as the view ID BASIC (General).

Save your entries.




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3-1-1 Display the set type ZTREPAIR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?



Display the product mini template with the ID/description ZTREPAIR.

You should see two attributes containing default values (Qualified Worker and Drivers Licence).

3-1-3 In the CRM WebClient UI, display the category ZTSERVICE_01 of the product hierarchy ZT_HIER. Apart from the assigned set types, what else can you see?



What do you notice?

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Solutions

Unit: Product Master Topic: Product Maintenance and Enhancement

1-1 Create a material master record with several views in the ERP system.

1-1-1 Log on to the ERP system and call material master maintenance:

SAP Menu → Logistics → Sales and Distribution → Master Data → Products → Material → Trading Goods → Create

Enter the data specified in the exercise.

1-2 Display the material master in the SAP CRM system and familiarize yourself with product maintenance.

1-2-1 Search for your product and save your search as PR_##Mon.

Start the CRM WebClient UI.


Choose Search → Products.

Product ID: <your material number>


If your search is successful:

Save the search as: PR_##Mon.

Choose Save.

1-2-2 Take a closer look at your product. Has your product master been created without any errors?

Choose the hyperlink (Product ID) to display the details of the product master.

How many product categories is your product assigned to?

The product is assigned to both categories MAT_HAWA (R3PRODSTYP) and 00207 (R3MATCLASS). All the information (material type and material group) was derived from the material master of the ERP system.

Where can you find the sales price of EUR 129.00?

In the Prices assignment block.

Where can you find the sales text that you maintained?

Open the Distribution Chains assignment block.

Choose Edit ( ).

1-2-3 Create a product master relationship. Assign material R-1120 as an accessory.

Open the Accessories assignment block.

Choose Edit List.

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Accessory ID: R-1120.

Choose ENTER.

Choose Save.

When might this accessory function be used?

Accessories could be displayed as product proposals when an order is created in a Web shop or interaction center, for example.



SAP Menu → Master Data → Products → Maintain Set Types and Attributes

Attribute: ZDIAGONAL##

Choose Create.

Short text: Size of monitor ##

Attribute Type: Integer

Attribute Length: 2

Choose the Value Range tab.

Single Value or Lower Limit: 19 and 21 (one row each)

Fixed Value Description: 19 inch and 21 inch

Choose Save and Back.

Attribute: ZMONITORTYP##

Choose Create.

Short text: Monitor type ##

Attribute Type: Character string

Attribute Length: 5

Choose the Value Range tab.

Single Value or Lower Limit: TFT and CRT (one row each)

Fixed Value Description: Flat and Normal


2-1-2 In the SAP GUI, create the set type ZMONITOR## and assign it the attributes you created in the previous exercise.

SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZMONITOR##

Choose Create.

Short text: Monitor characteristics ##

Product Type: Material (set the indicator)

Choose the Assigned Attributes tab page.

Attribute: ZDIAGONAL##

Attribute: ZMONITORTYP##

Save the set type.

2-1-3 Create a product hierarchy and two categories in the CRM WebClient UI.


Choose Search → Product Hierarchies.

Choose New in the result list.

Hierarchy ID: ##HIER

Description: Hierarchy Group ##

Choose ENTER.

Choose New in the Categories assignment block.

Category: ROOT

Choose ENTER.

Choose New.

Hierarchy structure: ##MONITORS

Category: Monitors of Group ##

Product Type: Material

Enter the set type ID ZMONITOR## in the Assigned Set Types assignment block.

Save your data.

© SAP AG CR100 4-31


Call transaction COMMPR01.

Choose Open product ( ).

Product ID: <your product number>

In the Product Categories area, enter the hierarchy ID ##HIER and then select the category ##MONITORS in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master.


© SAP AG CR100 4-32

Optional Exercises 3-1 Templates in the product master

3-1-1 Display the set type ZTMONITOR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise? SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZTMONITOR Choose Display. The Template Enabled indicator is set in the characteristics.

3-1-2 Go to Customizing and call mini-template maintenance (for products). SAP Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates Display the mini-template CR100 (monitor characteristics). ID/Description: ZTMONITOR Choose Start. Expand the entry and double-click the template below. You should see two attributes with prefilled values (Speaker-out and Maximum contrast).

3-1-3 Display the category 00010 of the product hierarchy PCSHOP_01 in the CRM WebClient UI. Apart from the assigned set types, what else can you see? Choose Sales Operations. Choose Search → Product Hierarchies. Hierarchy ID: PCSHOP_01 Choose Search. Use the hyperlink to display the hierarchy’s details.

Select the line ( ) with category 00010 (Extras) The Assigned Set Types assignment block contains a Template (Monitor Characteristics (Template)) as well as the set type.

3-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice? Choose the SAP Basic Data view. In the product category area, enter the hierarchy ID PCSHOP_01 and then select the category 00010 in the Category ID field. Choose ENTER. After a few seconds you see two new fields in the product master, this time containing the default values from the template.

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1-1 Create a Service in the CRM system.

1-1-1 Log on to the SAP CRM system, go to product maintenance and create the service ##Repair (Repair Group ##) with the category Service Product with Resources.

Choose Accounts & Products.

Choose Create → Service

Service ID: ##Repair.

Service: Repair group ##

Base Category: Service Product with Resources (SER_0001) Choose ENTER.

Base Unit: AU

Item Cat. Group: SRVO

Duration of Work: 60 minutes

Open the Taxes assignment block.

Country: FR

Tax Type ID: MWST

Tax Group ID: FULL

Open the Distribution Chains assignment block.

Choose New.

Sales Organization: O 50005807 (Use the input help)


Choose Back.

Open the Prices assignment block.

Choose New.

Price Type: Product Price


Sales Organization: IDES TR (Use the input help)


Amount: 50

Currency: EUR

Choose Back.

Choose Save.

1-1-2 Search for your product and save your search as PR_##Rep.


Choose Search → Services.

Service ID: ##Repair

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Save the search as: PR_##Rep.

Choose Save.



SAP Menu → Master Data → Products → Maintain Set Types and Attributes Attribute: ZTOOL##

Choose Create.

Short text: Tool required ##

Attribute Type: Checkbox

Choose the Value Range tab page.

Fixed Value Description: No, Yes.


Attribute: ZTOOL1##

Choose Create.

Short text: Tool ##

Attribute Type: Character string

Attribute Length: 10

Multiple values possible: Set the indicator

Choose the Value Range tab page.

Single Value or Lower Limit: Multimeter and Pliers

Fixed Value Description: Multimeter and Pliers


2-1-2 In the SAP GUI, create the set type ZREPAIR## (Repair characteristics ##) for Services and assign it the attributes you created in the previous exercise.

Make sure you set the Multiple Values Poss. indicator for the attribute ZTOOL1.

SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZREPAIR##

Choose Create.

Short text: Repair characteristics ##

Product Type: Service (set the indicator)

Choose the Assigned Attributes tab page.

Attribute: ZTOOL##

Attribute: ZTOOL1 ## and set the Multiple Values indicator.

Save the set type.



Choose Create → Product Hierarchy.

Hierarchy ID: ##HIER

Description: Hierarchy Group ##

Choose ENTER.

Choose New in the Categories assignment block.

Category: ROOT

Choose ENTER.

Choose New.

Hierarchy structure: ##REPAIR

Short text: Repair of group ##

Product Type: Service

Enter the set type ID ZREPAIR## in the Assigned Set Types assignment block.

Save your data.


Call transaction COMMPR01.

Choose Open product ( ).

Product ID: <your product number>

In the Product Categories area, enter the hierarchy ID ##HIER and then select the category ##REPAIR in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master.


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3-1-1 Display the set type ZTREPAIR. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?

SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZTREPAIR

Choose Display.

The Template Enabled indicator is set in the characteristics.



Display the mini-template CR100 (repair characteristics).

ID/Description: ZTREPAIR

Choose Start.

Expand the entry and double-click the template below.

You should see two attributes containing default values (Qualified worker and Drivers License).

3-1-3 Display the category ZTSERVICE_01 of the product hierarchy ZT_HIER. Apart from the assigned set types, what else can you see?


Choose Search → Product Hierarchies.

Hierarchy ID: ZT_HIER

Choose Search.

Use the hyperlink to display the hierarchy’s details.

Select the line ( ) with category ZTSERVICE_01 (Service).

The Assigned Set Types assignment block contains a Template (Repair Characteristics (Template)) as well as the set type.



What do you notice?

Select the General view.

In the product category area, enter the hierarchy ID ZT_HIER and then select the category ZTSERVICE_01 in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master, this time containing the default values from the template.

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© SAP AG 2008

Transaction Processing: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

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© SAP AG 2008

Transaction Processing

Structure of transactions

Transaction types

Item categories and item category determination

Basic functions in business transactions

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Transaction Processing: Unit Objectives

At the end of 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 and item categories

Configure the basic functions of business transactions

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

Transaction Processing: Business Scenario

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Business Processes in SAP CRM

Opportunity

OrderContract

QuotationActivity

Lead

ServiceRequest

Complaint

Business transactions in SAP CRM are used to describe business processes and transactions.

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 product sales, complaint items and returns items in one transaction.

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General Structure of Transactions

Material 1 Quantity

Business Partners

Item-specific data, such asPricing relevanceATP relevanceConfirmation relevanceResource planning relevanceBilling relevance...

General data, such asDescriptionPrioritySales cyclePurchase order numberPricing procedureStatusSubject...

Business Transaction

Material 2 Quantity

Service 1 Quantity

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). Examples:

Tasks have only a header level.

Leads, opportunities and service transactions have a header and item level.

Sales transactions have an additional schedule line level (delivery quantities and delivery dates, possibly after an ATP check).

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Different settings according to business transaction category

Additional business transaction categoriesDependent on leading business transaction category

Business transaction attributes and characteristics:Leading business transaction categoryControl attributes

Business Transaction Customizing: Header

Define transaction types

Assign business transaction categories

Customizing at header level

Assign blocking reasons

Allowed channels for transaction typesConsidering the business partner status

Restricting the usage of the transaction type

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 transaction and the three assigned business transaction categories contact, sales and service transaction.

The transaction category LEAD (lead) has the leading business transaction category lead and one assigned business transaction category lead.

The transaction category TA (telesales) has the leading business transaction category sales and two assigned business transaction categories contact and sales.

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.

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© SAP AG 2008

Business Transaction Customizing: Item

Different settings according to business transaction category

Assign business transaction categoriesOnly certain combinations are permitted

Item attributes and characteristics:Controlling attributesItem object type

Define item category


Customizing at item level

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 Transaction.

Examples:

The item category SRVP (service product item) is assigned the two business transaction categories Sales and Service transaction.

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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Customizing: Item Category Determination

Item Category Usage

Item Category Group

Transaction TypeTransaction

Product Master

Program

Default valueAlternative item categories

Main Item Category

Item Category

=

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:

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 (SVRP) in a standard service order (SRVO) results in item category SRVP.

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Examples of Item Category Determination

Material 1

Service

Quotation (AG) Service order (SRVO) Service contract (SC)

NORM

SRVP

AGN SRVP SCN

SRVS

With billing plan

FAPFFAPFFAPF

… …

AG+

NORM+

< >+

< >=

AGN

SRVO+

SRVP+

< >+

< >=

SRVP

SRVO+

NORM+

< >+

SRVP=

SRVS

SC+

SRVP+

< >+

<blank>=

SCN

SC+

SRVP+

SERV+

SCN=

FAPF

AG+

0002+

< >+

< >=

AGC

0002

AGCMaterial 2

The slide 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

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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Copying Business Transactions

Copy

Copies current transaction document:

Same transaction type

Header data and item datais copied

Transaction history is not updated; no relationship to predecessor

Create Follow-Up Transaction

Data copied from a business transaction:

You can choose the transaction type for the follow-up transaction

Header data is copied

You can select items

Transaction history is updated

Prerequisite: copy control settings

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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Transaction History/Document Flow in Transactions

The transaction history allows you to display interlinkages between business transactions at header and item level.

Transaction history

Shipping activities

Billing activities

- Quotation - Replicated document- Contract- Service orders- Confirmation- …

Confirmations

- Delivery documents

- Confirmations

- Invoices- Credit memos- Debit Memos

The display of the transaction history is context-specific and depends on each transaction type.

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, document replication), you can use the transaction history to navigate to a connected ERP system. However, this requires use of SAP Internet Transaction Server (ITS).

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Customizing: Copy Control

Transaction types

Item categories

Item category determination during copying

Source Target

AG TAGeneral controlDetailed data

Source Target

AGN TANGeneral controlDetailed data

Sourceitem

category

Target item

categoryZAG1 ZTA1

Transaction Type

TA+

Copy control is required to process follow-up transactions.

Copy control is mandatory for transaction types.

Copy control is mandatory for item categories if you want to copy products (items) to a follow-up document.

For example, creating a service order with service order determination.

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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ActivityE.g., customer visit

Subsequent Referencing

Object relationship profile

Transaction Type

Object relationships

Interface settings

Service order

Opportunity

Contract

Relationships

ContractService orderOpportunity

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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Basic Functions in Business Transactions

Text Determination

Date Management

Status Management

Incompleteness Check

Change History

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":

Product substitution

Free products

Credit limit check

Availability check (ATP check)

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Texts/Notes in Transactions

Notes

Customer requirementInternal note

Header note

Notes

First note

The text of the text field in the details of a business transaction is transferred with the logon language to the first position of the "Notes" assignment block.

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.

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Text determination procedure:

Item CategoryTransaction Type

Which applications can use the procedure (that is, determine text objects)?

Which text types should be displayed?(For example, internal note, customer inquiry, report)

How should texts in the document be processed?(Mandatory or optional, changeable and so on)

How should the texts be determined?(Access sequence: template object and template text type)

Text Determination Procedure

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.

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Date Management

Examples of date types in business transactions:

Activity

Salescontract

Planned date:Actual date:

Contract start:Runtime:Contract end:

Call customer:

Date type: Date rule:

Current date

Current dateOne yearContract start? + validity period

Contract end – two weeks

Date management enables you to process the dates that are relevant for you in one transaction.

Date management enables you to process the dates that are relevant for you in one document. It is used, for example, in contracts (cancellation dates and runtimes), activities (total duration of an activity), and quotations (valid to date). You can use date management in other transaction types. You define specific dates, or the system can calculate dates using date types, durations and date rules.

The date profile controls which reference objects, time duration, date types, and date rules can be used in a specific transaction type.

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Date Profile:


Which date types can I use?

Which durations are included?

What attributes have been given to the dates and durations?

How are the dates determined (date rules)?

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

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

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User Status(Customer status)

System Status(SAP standard status)

Status Management

Examples:OpenIn ProcessingErrorCompleteDistribution Lock

Examples:Customer ActionTo ReleaseReleasedRejectedTriggered

Can be defined in status profile in any way

Meaning determined by SAP standard

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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Status Profile

Status Profile:


Definition of user status With or without status number

Transaction control

Authorization key

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.

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Incompleteness Check

Order

Sold-To Party: RJM Services

The incompleteness check allows you to find out whether a transaction is complete or not.

For example, the External Reference field is a required entry field in standard sales orders.

Message:Transaction is incomplete: Ext. Reference is missingStatus: Incomplete

Ext. Ref.:

Item Product10 M3020 M4030 M35

Follow-up transaction possibleFollow-up transaction not possible

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 → Basic Functions → Incompleteness.

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Incompleteness Check: Customizing

In Customizing, you define which fields are mandatory for which transaction type and/or item category:

Incompleteness group transaction/item

Incompleteness group business partner

Incompleteness Procedure

Transaction type/item category

Business partnermaster data

Which fields are required entry fields?

Which message type is involved (error or warning)?

How does the system react (for example, is the status set to “incomplete for delivery”)?

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.

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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Change History

The system can update change documents for transactions.

This allows you to display all changes made to a transaction, including:

What was changed (field, old value, new value)

Who made the change

When (date and time) the change was made

You can decide for each transaction type whether change documents are written.

Change History

In Customizing, you can deactivate the updating of change documents for transaction types. Go to the details of a transaction type and set the No Change Documents indicator.

You can display the change documents in the SAP GUI by choosing Extras Change Documents.

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Transaction Processing: Unit Summary

You are now able to:Give examples of the different CRM business transactions

Describe the structure of business transactions

Explain and create transaction types and item categories

Configure the basic functions of business transactions

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Exercises

Unit: Transaction Processing Topic: Transactions and Related Customizing


• Create and analyze a transaction

• Create a transaction type

• Describe and perform item category determination for a transaction type

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.

1-1 To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system.

1-1-1 Create a quotation of the type Quotation ERP for the sold-to party ##Megastore. Use First Quotation ## for the external reference.

Before you choose Quotation ERP (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types.

1-1-2 Which transaction type (technical key) represents this transaction?

_____________________

1-1-3 Which statuses are available in the quotation after you enter the sold-to party?

1-1-4 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?

_______

1-1-5 Save the transaction and note the number.

___________________ [Data sheet]

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

1-2-1 Where in Customizing are the detailed settings for the transaction type that is used?

1-2-2 Where in Customizing are the detailed settings for the item category that was determined?

1-2-3 Check whether this item category contains a date profile in Customizing.

What Billing Relevance indicator does this item category have?

1-2-4 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.

___________________________________________________

___________________________________________________

___________________________________________________

-{}-

To determine the relevant item category group, call the product master again and look at the data sheet.

1-2-5 What other factors can influence the determination of an item category? Name a suitable example.

1-3 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 Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

1-3-1 Search for the existing transaction type AG.

1-3-2 Select the line and choose Copy as….

1-3-3 Enter the abbreviation ZA## and the description ##Quotation (short and long text).

1-3-4 Confirm the dialog box (number of dependent entries copied) with ENTER.

1-3-5 Assign the organizational data profile ZORGPROF## to this transaction type.

1-3-6 Choose Save.

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1-4 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.

1-4-1 Set up item category determination in Customizing.

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

1-4-2 Search (using Position) for transaction type AG and item category group NORM (Standard item). Select the line and choose Copy as….

1-4-3 Replace transaction type AG with the new transaction type ZA##.

1-4-4 Save your entries.

1-5 Test your new transaction type by creating a new quotation (transaction type ##Quotation).

1-5-1 Enter sold-to party ##Stockmann and the number of your previously created product with quantity 1.

You can also search using the input help (description = ##Monitor).

Save the transaction and note the number.

___________________ [Data sheet]

© SAP AG CR100 5-30

Unit: Transaction Processing Topic: Implementing and Testing Copying Control


• Describe copying control for transaction types and item categories in CRM, and implement and test this

• Create business transactions as copies or as follow-up transactions of already existing transactions

You want to use the 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.

2-1 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.

2-1-1 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.

____________________________________________________

2-1-2 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.

Add the missing entry.

2-1-3 Test your settings and create a transaction of the type Telesales as a follow-up transaction for ZA## (##Quotation). Make a note of the number.

___________________ [Data sheet]

2-1-4 Where can you find information about the transaction history?

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Unit: Transaction Processing Topic: Text Determination


• Explain, implement and test text determination for transactions in CRM

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.

3-1 Settings for text determination

3-1-1 Which text determination procedure is used in transactions of the type ##Quotation?

________________

3-1-2 Take a look at the settings for this text determination procedure in Customizing.

What text types are used in the underlying text determination procedure?

__________________________________________________

3-1-3 What might be the source of the text data in the Header Note text type?

3-1-4 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.

3-1-5 Assign the text determination procedure you created (ZTDP##) to your transaction type ZA## (##Quotation).

3-1-6 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 in the Notes assignment block by creating a text of this type.

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Unit: Transaction Processing Topic: Incompleteness


• Explain, implement and test incompleteness for transactions in CRM

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.

4-1 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 ##.

4-1-1 Define the incompleteness group ZG##.

4-1-2 Assign the incompleteness group to your transaction type ZA##.

4-1-3 Create incompleteness procedure ZP## with the description IC Procedure ##.

4-1-4 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.

Use the object name SALES and the field name PO_NUMBER_SOLD.

4-1-5 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.

4-1-6 See if your incompleteness procedure works with business partner ##Stockmann. Create a new transaction of type ##Quotation.

Is an error message displayed?

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1-1-1 Create a service transaction of the type Service Process for the sold-to party ##Megastore. Use First Service Order ## as the description.

Before you choose Service Process (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types.


_______________

1-1-3 In the item details (assignment block Items), enter product number SRV1_4 in the Product ID field with a quantity of 2.


________


___________________ [Data sheet]

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




Is the Relevant for resource planning indicator set for the item category?



___________________________________________________

___________________________________________________

To determine the relevant item category group, call the product master again and look at the data sheet.

1-2-5 What other factors can influence the determination of an item category? Name suitable examples.

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1-3 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.




1-3-1 Search for the existing transaction type ZSE1.


1-3-3 Enter the abbreviation ZS## and the description ##Service order (short and long text).


1-3-5 Assign the partner determination procedure ZTSRVH01 and the organizational data profile ZTORGS01 to this transaction type.

1-3-6 Choose Save.

1-4 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.



1-4-2 Using Position, search for transaction type ZSE1 and item category group SRVO (service item). Select the line and choose Copy as….

1-4-3 Replace transaction type ZSE1 with your new transaction type ZS##. Choose Enter.


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

1-5-1 Enter sold-to party ##Stockmann, the product with the number ##Repair and the quantity 1.

Set the distribution lock status for this transaction.


___________________ [Data sheet]

© SAP AG CR100 5-39


2-1 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.

2-1-1 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.


____________________

Explain why.

____________________________________________________

2-1-2 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.


2-1-3 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.

___________________ [Data sheet]


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3-1-1 Which text determination procedure is used in transactions of the type ##Service Order?

________________



__________________________________________________

3-1-3 Is an access sequence assigned to one of the text types used?

3-1-4 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. solutionl) in the text determination procedure.

3-1-5 Assign the text determination procedure you created, ZTDP##, to your transaction type ZS## (##Service order).

3-1-6 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.

© SAP AG CR100 5-42


4-1 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 ##. 4-1-1 Define the incompleteness group ZG##.

4-1-2 Assign the incompleteness group to your transaction type ZS##.



Use the object name SALES and the field name PO_NUMBER_SOLD.


4-1-6 See if your incompleteness procedure works with business partner ##Stockmann. Create a new transaction of type ##Service order.


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Solutions

Unit: Transaction Processing Topic: Transactions and Related Customizing


1-1-1 Create a quotation of the type Quotation ERP for the sold-to party ##Megastore. Use First Quotation ## for the external reference.

Choose Sales Cycle.

Choose Create → Quotation.

Choose Personalize ( ) in the dialog box that is displayed.

Select Transaction Type and move ( ) the field to the displayed columns.

Choose Save.

Choose Quotation ERP.

Sold-To Party: ##Megastore.

External Reference: First quotation ##.


AG.

1-1-3 Which statuses are available in the quotation after you enter the sold-to party?

Available statuses: Open, In Process, Released and Completed.

1-1-4 Enter the product with the number HT-1010 and a quantity of 10 PC in the item list.

Product ID: HT-1010

Quantity: 10

You can display the item category in the Items assignment block by using the Personalization ( ) function.


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


___________________ [Data sheet]

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





SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories


Select entry AGN and click the Details icon ( ).

The item category has no date profile.


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.

1-2-4 In Customizing, analyze the item category determination. What were the influencing factors and associated values during the determination of the item category in the previous step? Write down both the influencing factors and associated values.

• Go to the product master to determine the relevant item category group.

• Choose the Distribution Chains assignment block.

• Choose Actions → Edit.

• Item Cat. Group: NORM (Sales Item)

In this case, the item category is determined with the influencing factors transaction type (AG) and item category group (sales item = NORM).


Choose Position..., enter the above data in the dialog box, and confirm with ENTER.

© SAP AG CR100 5-46

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. You cannot use an alternative item category.


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 sales 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.

1-3 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.

1-3-1 Search for the existing transaction type AG.





Select the button before the line and then the icon.

1-3-3 Enter the abbreviation ZA## and the description ##Quotation (short and long text).

• It is important that you change both the short and long texts to ##Quotation.


• 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.

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• Select Goto → Translation and then the course language. Enter a text that contains your group number.

1-3-5 Assign the organizational data profile ZORGPROF## to this transaction type.

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 ZORGPROF_##.

1-3-6 Choose Save.

1-4 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.



1-4-2 Search (using Position) for transaction type AG and item Category group NORM (Standard item). Select the line and choose Copy as….

Choose Position...

Transaction Type: AG

Item Cat. Group: NORM

Choose ENTER.

Select the row and choose .

1-4-3 Replace transaction type AG with the new transaction type ZA##.

Transaction Type: ZA##.

Choose ENTER.


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1-5 Test your new transaction type by creating a sales transaction with type ##Quotation.

1-5-1 Enter sold-to party Stockmann AG ## and the number of your previously created product with quantity 1.

You can also search using the input help (description = ##Monitor).

Choose Sales Cycle.


Select ##Quotation.

Sold-To Party: ##Stockmann.

External Reference: Second quotation ##.

Choose the Items assignment block and choose Edit List.

Product ID: <number of your product>

Quantity: 10

Choose Back.


___________________ [Data sheet]

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Unit: Transaction Processing Topic: Setting and Testing Copy Control

2-1 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.

2-1-1 Try to create a sales order of the type Telesales as a follow-up transaction for the ##Quotation you created in the previous exercise.


Choose Sales Cycle.

Choose Search → Quotations..

Sold-To Party Name: ##Stockmann

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.

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.

2-1-2 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.

SAP 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).


Choose New Entries.

Source transaction type: ZA##

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Target transaction type: TA

Choose ENTER and save.

• 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).

2-1-3 Test your settings and create a transaction of the type Telesales as a follow-up transaction for ZA## (##Quotation). Make a note of the number.

Choose Sales Cycle.

Choose Search → Quotations.


Choose Search.

When the search result is displayed, choose the hyperlink to go to the quotation’s details.


Choose 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.

___________________ [Data sheet]


The Transaction History assignment block contains information about preceding transactions and follow-up transactions.

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Unit: Transaction Processing Topic: Text Determination


3-1-1 Which text determination procedure is used in transactions of the type ##Quotation?




View the details of your transaction type ZA##.

The transaction type uses the text determination procedure ORDER001.



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.

3-1-3 What might be the source of the text data in the Header Note text type?

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 there is text data here, it can be copied to the header note of the business transaction.

3-1-4 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 C003 (solution proposal) in the text determination procedure.

Navigate to Procedure in the structure tree.

Select the entry ORDER001 and choose Copy as… ( ).

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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

Save your entries.

3-1-5 Assign the text determination procedure you created (ZTDP##) to your transaction type ZA## (##Quotation).


Change the details of your transaction type ZA##.


Save your entries.

3-1-6 Create a ##Quotation and ensure that the new text type is in the Notes assignment block by creating a text of this type.

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

Unit: Transaction Processing Topic: Incompleteness

4-1 You want to ensure that the external reference field is maintained in sales transaction ZA##. You would like an error message 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 ##.

4-1-1 Define the incompleteness group ZG##.

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Incompleteness → Define Incompleteness Procedures

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.

4-1-2 Assign the incompleteness group to your transaction type ZA##.

Assignment: Transaction Type – Incompleteness Group Search for your transaction type ZA## and assign it incompleteness group ZG##.



Incompleteness Procedure Choose New Entries. Create incompleteness procedure ZP## with the description IC Procedure ##.

4-1-4 Enter the details for the incompleteness procedure and define the field as External Reference so that an error is displayed if it is not filled. Save your data.

• 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.


Incompleteness Procedure: Detail, choose New Entries and enter the following:

Object Name: SALES

Field Name: PO_NUMBER_SOLD

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Relevance: Header

Message Category: Warning

Business Transaction: INC1

Save your entries.



Incompleteness Procedure: Determination, choose New Entries and enter the following:

Incompleteness Group: Transact.: ZG##

Procedure: ZP##

4-1-6 See if your incompleteness procedure works with business partner ##Stockmann. Create a new transaction of type ##Quotation.


Yes, an error message is displayed if the external reference field is empty.

Alternative Service Scenario: Solutions


1-1-1 Create a service transaction of the type Service Process for the sold-to party ##Megastore. Use First Service Order ## as the description.

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.


Description: First Service Order ##.


ZSE1. 1-1-3 In the item details (assignment block Items), enter product number SRV1_4

in the Product ID field with a quantity of 2.


The system determines the item category Service w. res. plan. (ZSRP).


___________________ [Data sheet]

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





Architecture and Technology → Configuration → Customizing


SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories

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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 dates on item (IDES).


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.



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).


___________________________________________________

___________________________________________________

• Go to the product master to determine the relevant item category group.

• Choose the Distribution Chains assignment block.

• Choose Actions → Edit.

• Item category 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).


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.

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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.

1-3 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.

1-3-1 Search for the existing transaction type ZSE1.





Select the button before the line and then the icon.

1-3-3 Enter the abbreviation ZS## and the description ##Service order (short and long text).

It is important that you change both the short and long texts to ##Service order.


• 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.

1-3-5 Assign the partner determination procedure ZTSRVH01 and the organizational data profile ZTORGS01 to this transaction type.

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 in the Org Data Prof. field.

1-3-6 Choose Save.

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1-4 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.



1-4-2 Using Position, search for transaction type ZSE1 and item category group SRVO (service item). Select the line and choose Copy as….

Choose Position...

Transaction Type: ZSE1

Item Cat. Group: SRVO

Choose ENTER.

Select the row and choose .

1-4-3 Replace transaction type ZSE1 with your new transaction type ZS##.

Transaction Type: ZS##

Choose ENTER.


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

1-5-1 Enter sold-to party ##Stockmann, the product with the number ##Repair and the quantity 1.



Choose ##Service Order.

Description: Second Service Order ##

Sold-To Party: ##Stockmann

Distribution Lock: Set the indicator

Assignment block Items.

Product ID: ##Repair

Quantity: 2.

Choose ENTER.

Set the distribution lock status for this transaction.


___________________ [Data sheet]

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2-1 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.

2-1-1 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.


Choose Search → Service Orders.


Choose Search.

When the search result is displayed, choose the hyperlink to go to the details of your service order.


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 transactions of type Contact or Task can be created without entries in copy control.

Copy control entries are required for all other types of follow-up transaction.

2-1-2 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 is missing.

SAP 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).


Choose New Entries.

Source transaction type: ZS##

Target transaction type: ZSEC

Choose ENTER and save.

You do not have to make any additional settings because you do not use your own item category in ##Service order, the transaction Confirmation uses the standard item category SVCP, and the copy control entry

ZSRP → SVCP already exists.

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2-1-3 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.


Choose Search → Service Orders.


Choose Search.

When the search result is displayed, choose the hyperlink to go to the details of your service order.


As well as the transactions of the type Contact and Task, you now have the option Sales → 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.

___________________ [Data sheet]


The Transaction History assignment block contains information about preceding transactions and follow-up transactions.



3-1-1 Which text determination procedure is used in transactions of the type ##Service Order?




View the details of your transaction type ZS##.

The transaction type uses the text determination procedure SRV00002.



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 (Closing text) are used.

3-1-3 Is an access sequence assigned to one of the text types used?

No, an access sequence was not assigned to any of the text types.

3-1-4 Copy the text determination procedure SRV00002. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description.

Navigate to Procedure in the structure tree.

Select the entry SRV00002 and choose Copy as… ( ).


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

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Save your entries.

3-1-5 Assign the text determination procedure you created, ZTDP##, to your transaction type ZS## (##Service order).


Change the details of your transaction type ZS##.


Save your entries.

3-1-6 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.

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

© SAP AG CR100 5-65


4-1 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 ##. 4-1-1 Define the incompleteness group ZG##.

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Incompleteness → Define Incompleteness Procedure


Incompleteness Group: Transaction/Item Choose New Entries. Create incompleteness group ZG## with the description IC Group ##.

Save your entries.

4-1-2 Assign the incompleteness group to your transaction type ZS##.

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



Incompleteness Procedure

Choose New Entries. Create incompleteness procedure ZP## with the description IC Procedure ##.



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.

© SAP AG CR100 5-66



Incompleteness Procedure: Determination, choose New Entries and enter the following:

Incompleteness Group: Transact.: ZG##

Procedure: ZP##

4-1-6 See if your incompleteness procedure works with business partner ##Stockmann. Create a new transaction of type ##Service order.


Yes, an error message is displayed if the external reference field is empty.

© SAP AG 2008

Activity Management: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

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Activity Management

Activity Management: Overview

Customizing Activities

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Activity Management: Unit Objectives

At the end of 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

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Using different options in SAP CRM, you want to create and monitor various activities. You also want to create follow-up activities.You may have to make Customizing settings for activities in the future.

Activities: Business Scenario

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Activity

Types of Activity

Task

Appointment

Interaction log

E-mail

Business Activities Tasks

Activities might be telephone calls, customer visits, general preparatory tasks, reminders of appointments (private and business-related), and so on.

There are four different types of activity in the application: Appointments, interaction logs, e-mails and 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.

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Structure of Activities

Details

Other assignment blocks

DescriptionAccount/contact personDate and timeCategoryImportanceStatus

Notes Organization

Attachments Actions

Dates Attendees

Questionnaires

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.

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.

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Customizing Activities

Other settings

Interaction

Business transaction attributes and characteristics:Leading business transaction category: interactionProfiles and procedures: organizational data; dates

Transaction type, for example 0001 (Visit)


Customizing at header level

Category (class: appointment; e-mail; task; interaction log)Relevance to calendarPrivate appointments allowedDefault data: priority; goal; direction; subject profile

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

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. Activity-specific item categories are needed for this.

Also, activity journals have to be set up (see the next slide).

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Creation of a follow-up activity

Customer visitOrder

CustomerProduct...

Activities can always be created as follow-up transactions.

Customizing copy control is possible, but not necessary.

Follow-Up Activities

Telephone call

Creation of a follow-up activity

ContractCustomer...

Copy control

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.

Copy control Customizing is not required to create a follow-up transaction.

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.

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Transaction

Integration of Questionnaires

Customer surveys

Customer visit evaluationCustomer satisfaction surveys, and so on

The Survey Suite

SurveySurvey

Survey

Transaction type

Validity period

Category

Status

Sales organization


Division

Territory hierarchy ID

Active indicator

Multiple assignment

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

Surveys can also be evaluated in the SAP CRM system.

You can find the Customizing settings in the IMG under Transactions → Settings for Activities → Questionnaires.

The transaction code for the CRM Survey Suite is CRM_SURVEY_SUITE.

Questionnaires are also used for transactions of the type lead, opportunity and in-house repair.

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Activity Journals

With activity journals, you can record and update?information gathered from customer visits or telephone calls.

Activity journals can contain:

Products or product categories

Product-related information such as what products were discussed with the customer, or the number of samples given to the customer

Activity JournalProduct Discussed Number of Samples PriorityXT-2006 8 HighXT-2007 2 Medium

NotesCustomer is considering ordering XT-2006 in second quarter of 2007.

The information in the activity journal may or may not be product-related. An activity journal can contain the following information:

Type and number of products discussed with customers or samples handed out to customers, for example, in the pharmaceuticals industry

Position of products in store, for example, whether they are placed on the promotional shelf, at the check-out or near the store entrance

Customer feedback

The information gathered in activity journals can be used to:

Track the distribution of samples in the pharmaceuticals industry

Analyze sales data, for example, number of products handed out to customers

Track the progress of your sales team, for example, the number of discussions held with customers and the result of these discussions

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

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Integration of the Calendar – Integration of Client's Groupware

Prerequisites for a calendar entry in the SAP CRM system:The calendar indicator for each transaction type (main switch)

The calendar indicator for each partner function (partner determination procedure)

Synchronization with groupware (client)

Appointment or task in groupware with specific category

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.

Prerequisite: The SAP CRM replication tool must be installed on each PC locally.

Supported groupware solutions:

Microsoft Outlook 2003 and 2007

Lotus Notes 6.5 and 7.0

The CRM business activity must be assigned to a user. All SAP users must also have SAPoffice users and a user in the Outlook calendar.

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Groupware Integration on Servers

CRM business activities and tasks

Groupwareserver

There is a bidirectional data exchange between SAP CRM and groupware solutionsServer-based for:

Tasks

Business activities

Contact partners→ Groupware: business activity(CRM → Groupware)

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 SAP Groupware Adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology.

BDoc messages are transformed into standard groupware formats (such as iCalendar and vCard) by a generic groupware adapter that uses a sophisticated XSLT mapping framework (known as the MapBox ).

SAP Groupware Connectors, which are separate from the CRM server, manage the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed into special groupware object formats.

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Activity Analyses

My ActivitiesMy Department's ActivitiesMy Colleague's Activities

Business Partner ID to

Not completedCompletedAll

Activity Date to

Business Activities TasksBoth

Organizational Data

... ...

Activity Monitor BI Content

Activity/passivity analysis

Success/failure analysis

Intensity of customer care

Activity history

My team's planned activities

Distribution of activities per organizational unit

Activity partner with open activities

...

SAP GUI

The activity monitor can be called by choosing SAP Menu Activities Activity Monitor .

The activity monitor allows you to select activities using various criteria. You can adjust the list that is displayed using the SAP List Viewer (ALV) function.

For more information about this analysis and other analyses, see the documentation in SAP Library under SAP NetWeaver BI Content Customer Relationship Management CRM Analytics Cross-Scenario Analyses Activity Analysis.

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Activity Management: Unit Summary

You are now able to:Define activities and activity management

Configure a transaction type for activities

Describe the survey integration

Describe groupware integration

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Exercises

Unit: Activity Management Topic: Activities and the Related Customizing


• Create a new transaction type for activities

• Create and edit an activity and follow-up activity.

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.

1-1 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.

1-1-1 In Customizing, maintain the new goal Z## with the description ##Trial Order.

1-1-2 In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class.

1-1-3 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.

a) Assign the organizational data profile ZORGPROF_## and the action profile ACTIVITY to the new transaction type.

b) In the Customizing header area, assign your new goal ZB## to the new category Y## and set the priority to High.

c) 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.

1-1-4 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. Use First ##Visit after trade fair as the description and ##Stockmann as the account.

a) Check whether the system’s default entries for priority and goal are correct.

b) Can you make the activity private?

c) 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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1-2 Create a follow-up activity with questionnaire support.

1-2-1 Create a follow-up activity to the Trade Fair Activity with transaction type Survey Activity.

Use Survey of ##Stockmann as the description and choose a suitable date in the future.

Fill out the survey you created earlier.

Save the activity and make a note of the number.

___________________ [Data sheet]

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1-1-4 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. Use First ##Visit after trade fair as the description and ##Stockmann as the account.



c) 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.





Save the activity and make a note of the number.

___________________ [Data sheet]

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Solutions

Unit: Activity Management Topic: Activities and the Related Customizing





SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Goals

Choose New Entries.

Goal: Z##

Description: ##Trial Order

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


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

Save your entries.



Select ( ) transaction type 0001 (Interaction Log) and choose Copy as… ( ).

Transaction Type: ZB##

Short Description: ##Trade Fair Visit

Long Description: ##Trade Fair Visit

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Choose ENTER to execute copying and confirm the dialog box.


Select the new transaction type and choose Details( ).

Organizational Data Profile: ZORGPROF##

Action Profile: ACTIVITY.



Select the Business Activity transaction category and double-click Customizing header in the dialog structure.

Goal: ##Trial Order.


The default settings of the indicators already meet your requirements. 1-1-4 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. Use First ##Visit after trade fair as the description and ##Stockmann as the account.

Choose Activities.

Choose Create → Appointment.

Description: First ##Visit after trade fair

Account: ##Stockmann

Start Date/Time: <one week from today: 14:00>

End Date/Time: <one week from today: 15:00>


The fields are displayed and prefilled in the Appointment: Details assignment block.

In standard SAP systems, the Goal field is not displayed in the user interface.


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.

© SAP AG CR100 6-20

Choose Week.

Choose Next Week.

The appointment is displayed.

1-2 Create a follow-up activity with survey support.



Find the activity that you created using the calendar entry (for example).

Choose More → Follow-up.

Choose Survey Activity.

Description Survey of ##Stockmann

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 and make a note of the number.

___________________ [Data sheet]

© SAP AG CR100 6-21

© SAP AG CR100 6-22






SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Goals

Choose New Entries.

Goal: Z##

Description: ##Trial Order

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


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

Save your entries.



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.


Select the new transaction type and choose Details( ).

Organizational Data Profile: ZORGPROF##

Action Profile: ACTIVITY. © SAP AG CR100 6-23



Select the Business Activity transaction category and double-click Customizing header in the dialog structure.

Goal: ##Trial Order.


The default settings of the indicators already meet your requirements. 1-1-4 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. Use First ##Visit after trade fair as the description and ##Stockmann as the account.

Choose Basic Functions. This is optional because you can also use the quick creation entries in the navigation bar.


Description: First ##Visit after trade fair


Start Date/Time: <one week from today: 14:00>

End Date/Time: <one week from today: 15:00>


The fields are displayed and prefilled in the Appointment: Details assignment block.

In standard SAP systems, the Goal field is not displayed in the user interface.


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.

© SAP AG CR100 6-24




Find the activity that you created using the calendar entry (for example).

Choose More → Follow-up.

Choose Survey Activity.

Description Survey of ##Stockmann

Start date: Two weeks from today

Time From/To: 10:00 10:10


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 and make a note of the number.

___________________ [Data sheet]

© SAP AG CR100 6-25

© SAP AG CR100 6-26

© SAP AG 2008

Partner Processing: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

© SAP AG CR100 7-1

© SAP AG 2008

Partner Processing

Partner Processing - Application

Partner Processing - Customizing

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© SAP AG 2008

Partner Processing: Unit Objectives

At the end of 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

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© SAP AG 2008

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

Partner Processing: Business Scenario

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© SAP AG 2008

Partner Processing: Motivation

Which external partners are involved -for example, supplier,

payer?

Which internal partners are involved -

for example, responsible employees, service technician groups?

Which partners must be involved in a

business transaction?

Are individual partners found automatically?

Where does the system look for

involved partners?

Transaction

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 includes partner determination, the procedure with which the system automatically finds and enters partners in transactions.

Partner processing allows you to define partners with your company’s terminology. It also lets you specify exactly how partners are handled in transactions and how SAP CRM and SAP ECC exchange partner processing information.

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© SAP AG 2008

Create transaction1.

Enter main partner/objectActivity partnerSold-to partyProspectInstallation component/object

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2.

3. The partners involved are determined by the system. Contact personShip-to partyService technician group

Automatic Partner Processing

ENTER

Account

During transaction processing, the main business partner or technical object (installation 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.

© SAP AG 2008

Partner Processing in the Application

1. Mandatory partner

2. Automatic partner search

3. Manually changeable/alternative

4. Partner determination at item level also

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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© SAP AG 2008

Partner Function Category

Partner Function Category

Partner FunctionPartner

FunctionPartner

DeterminationProcedure

PartnerDeterminationProcedure

AccessSequenceAccess

Sequence

Partner ProcessingPartner Processing

Transactions

Business Partners

Transactions

Business Partners

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.

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.

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Partner Function Categories and Partner Functions

Partner function categoryEmployee

Partner functionArea manager

Partner functionSalesperson

Partner functionService employee

Relationship category

Lock


Lock


Lock

Partner functions are freely definable. Partner function categories are predefined.

Partner function categories are predefined "classifications" and are assigned partner functions. The system uses these categories to identify and work with partner functions.

Partner functions are defined in Customizing.

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 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 responsible to/is responsible for).

Lock: 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.

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© SAP AG 2008

The partner determination procedure basically specifies which partner functions can be found automatically in a transaction.

Partner determination procedure Telesales

Partner functions

Sold-to party

Ship-to party

Bill-to party

Payer

Employee responsible

Settings for each partner function

Min./Max. number

Can partner be changed in transaction?

Which search strategy should be used?

Which address?

Can the address be changed?

Calendar maintenance/relevance

Partner Determination Procedure

Procedure user

Interface settings

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)

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 during installation management and Case Management.

© SAP AG CR100 7-10

© SAP AG 2008

An access sequence is a search strategy that provides the data sources and the order in which the system checks them during partner processing.

Sold-to party Access sequence 0001

Ship-to party Access sequence 0002

Contact person Access sequence 0003

Employee resp. Access sequence 0004

Access 10: Preceding document

Access 20: Territory Management

Access 30: Organizational model

Access 40: Relationships

Access Sequences

Partner det. proc. Telesales

Partner Functions

Access sequence 0004

Logon user (employee)

Installation component

Pricing hierarchy

Business Add-Ins

Other possible sources

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.

Customer-specific sources can be defined in the form of BAdI methods.

BAdI definition COM_PARTNER_BADI

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PrecedingDocumentPrecedingDocument

OrganizationalData

OrganizationalData

Business PartnerRelationships

Business PartnerRelationships Current PartnersCurrent Partners

Partner FunctionsPartner Functions

Partner Determination ProcedurePartner Determination Procedure

Transaction TypeTransaction TypeCustomizingSettings

Process inSAP CRM

Partner Processing: Overview

Access SequencesAccess Sequences

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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Partner Processing: Unit Summary

You are now 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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Exercises

Unit: Partner Processing Topic: Analyze and Set Up Partner Processing


• Describe and explain the fundamental concepts of CRM partner processing

• Create both a partner determination procedure and a sequence access in Customizing

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.

1-1 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 ##Stockmann as the sold-to party.

1-1-1 Which partner functions were automatically found by the system for this particular sales transaction?

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

Does the system also determine a contact person?

1-1-2 What access sequence is used to search for the employee responsible?

_______________________

1-1-3 Can you maintain other partners in the transaction manually? If so, do this.

1-2 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.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##.

1-2-2 Create a new access sequence ZZ##, ##Sold-To Party – Relationships with individual accesses and 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.

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1-2-3 Add the partner function Contact Person (CRM ), which the system finds automatically, 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.

1-2-4 Make sure that the address usage Goods receipt for partner function Ship-to party is used. For all other partner functions the standard address should be determined within transactions.

1-2-5 Assign the partner determination procedure ZPS## to transaction type ZA## (##Quotation).

1-2-6 Test the new partner determination procedure by creating the sales transaction ##Quotation. Does the system now determine the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

____________________________

1-3 Comprehension questions on partner processing

1-3-1 What concept or construct makes partner processing particularly flexible? Explain why.

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

1-3-2 Can you define your own partner functions in Customizing?

___________________________

1-3-3 Can you define your own partner function categories?

___________________________

1-3-4 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 ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).

© SAP AG CR100 7-17


1-1 Analyze partner processing for the service transaction ##Service Order in Customizing. At the same time, create a quotation with transaction type ##Service Order in the CRM WebClient UI. Use the business partner ##Stockmann as the sold-to party.

1-1-1 Which partner functions were automatically found by the system for this particular service transaction?

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________


Is it Michael ##Contact?


_______________________

1-1-3 Can you manually maintain additional partners in the partner view? If so, do this.

1-2 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 Michael ##Contact.

1-2-1 Copy the partner determination procedure Service Order Header (ZTSRVH01) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##.


1-2-3 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.

1-2-4 Assign the partner determination procedure ZPS## to transaction type ZS## (##Service Order).

1-2-5 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 to the business partner (see the business partners exercises)?

____________________________

© SAP AG CR100 7-18



_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________


___________________________


___________________________


Optional: Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).

Solutions

Unit: Partner Processing Topic: Analyze and Set Up Partner Processing

1-1 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 ##Stockmann as the sold-to party.

1-1-1 Which partner functions were automatically found by the system for this particular sales transaction?




The partner determination procedure 00000001 is assigned to transaction type AG (Quotation ERP).

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination 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.


The partner function Contact Person (CRM) is not determined automatically because it is not listed in the partner determination procedure.


IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure

Double-click Partner Functions in Procedure in the dialog structure on the left-hand side.

Select the Employee responsible partner function.

Choose Details ( ).

IDES. form /user (technical key Z006)

1-1-3 Can you maintain other partners in the transaction manually? If so, do this.

Go to the CRM WebClient UI and choose Edit List in the Parties Involved assignment block.

Choose Insert.

© SAP AG CR100 7-19

© SAP AG CR100 7-20

Choose the Sales manager function and enter the name Mark Freeman (number 406122).

Choose Back.

1-2 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.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##.


Select the entry 00000001 (Telesales) 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.


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.


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.

1-2-3 Add the partner function Contact Person (CRM ), which the system finds automatically, 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.

SAP 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.

© SAP AG CR100 7-21

Partner function: Contact person (CRM)

Number of Occurrences (Lowest): 1

Number of Occurrences (Highest): 1

Access Sequence ##Sold-To Party – Relationships

1-2-4 In the details of partner function “Ship-To Party”, choose Send goods in the Address for Trans dropdown box.

In the details of all other partner functions, set the Standard address only indicator.

1-2-5 Assign the partner determination procedure ZPS## to transaction type ZA## (##Quotation).


Search for transaction type ZA## and change the details. Enter ZPS## in the Partner Determ.Proc. field.

1-2-6 Test the new partner determination procedure by creating the sales transaction ##Quotation. Does the system now determine the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

Choose Home.

Choose Sales Cycle.


Select ##Quotation.


Choose ENTER.

No dialog box should be displayed regarding unclear address determination.

Display the Parties Involved assignment block.

The system finds the contact person Michael ##Contact.



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.


Yes, it is possible to define your own partner functions to fit your personal requirements.


Partner function categories cannot be enhanced in Customizing.

© SAP AG CR100 7-22



SAP 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 ##Stockmann and use an existing employee, for example, Lou Windham (business partner number 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 as explained in the relevant business partner exercise.

Create a new ##Quotation and test whether your settings were implemented correctly.

© SAP AG CR100 7-23


1-1 Analyze partner processing for the service transaction ##Service Order in Customizing. In a separate session, create a service order with transaction type ##Service Order. Use the business partner ##Stockmann as the sold-to party.

1-1-1 Which partner functions were automatically found by the system for this particular service transaction?



The ZSERV006 partner determination procedure is assigned to transaction type ZSE1 (Service Process).


The partner determination procedure ZSERV006 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.


Is it Michael ##Contact?

Although the system determines the Contact person (CRM) partner function, it does not find Michael ##Contact.



Display the details for the Employee responsible partner function.

Employee from user (ZCHM) 1-1-3 Can you manually maintain additional partners in the partner view? If so, do

this.

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 responsbile Mark Freeman (number 496122).

© SAP AG CR100 7-24

1-2 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 Michael ##Contact.

1-2-1 Copy the partner determination procedure Service Order Header (ZTSRVH01) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##.


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.


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.


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.

1-2-3 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.

SAP 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

© SAP AG CR100 7-25

1-2-4 Assign the partner determination procedure ZPS## to transaction type ZS## (##Service Order).


Search for transaction type ZS## and change the Details. Enter ZPS## in the Partner Determ.Proc. field.

1-2-5 Test the new partner determination procedure by creating the service transaction ##Service Order.. Does the system now determine the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

Choose Home.





Choose ENTER.

Display the Parties Involved assignment block.

The system finds the contact person Michael ##Contact.



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.


Yes, it is possible to define your own partner functions to fit your personal requirements.


Partner function categories cannot be enhanced in Customizing.




SAP 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.

© SAP AG CR100 7-26

Optional: Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (business partner number 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 as explained in the relevant business partner exercise.

Create a new ##Service Order and test if your settings were implemented correctly.

© SAP AG 2008

Actions: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

© SAP AG CR100 8-1

© SAP AG 2008

Actions

Overview of Actions

Customizing of Actions

© SAP AG CR100 8-2

© SAP AG 2008

Actions: Unit Objectives

At the end of this unit, you will be able to:Explain the options for processing actions

Configure actions

Use the action monitor to launch actions

© SAP AG CR100 8-3

© SAP AG 2008

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.

Actions: Business Scenario

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Condition:Action:

© SAP AG CR100 8-5

Set quotation to completed

Validity period expired

Create follow-up activity,such as a phone call

Two weeks before contract end

Print the order confirmationOrder

Order free of errors

Examples for Actions

Quotation

Contract

Generate a diagnosis item

Repair item not completedRepair

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.

© SAP AG 2008

Action Processing: Workflow

Start Condition

Action Profile

Action(s)

Schedulecondition

Scheduleautomatically

Processing TimeImmediatelyWhen SavingSelection Report

Action List

Schedule newactions

Scheduled actions

Schedule manually

Yes

No

Fulfilled

Fulfilled

Action profiles may be found using additional settingsActions can be freely defined according to the demands of your company’s processesConditions can be time-dependent using dates and date rules (date profile)

Transaction Type Item Category

Processing TypesSmart FormWorkflowMethods

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.

© SAP AG CR100 8-6

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Conditions

Start ConditionSchedule Condition

The schedule condition decides whether an action should be scheduled for processing. An action is therefore generated (visible) only if the schedule condition is met.

The start condition is checked before the action is executed. The action is executed only if the start condition is met.

Net value greater than $ 1,000,000

Contract Contract Contract cancellation

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.

© SAP AG CR100 8-7

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Processing Time

Processing Time

Immediately When Saving Selection Report

Complaint

Visit

Quotation

Subsequent itemCredit memo

CustomerOrder

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:

Status (action scheduled, action processed)

Description (purpose of action)

Conditions (settings for action definition and conditions are displayed)

Creator, creation date

© SAP AG CR100 8-8

© SAP AG 2008

Processing Types

Release procedure for quotation depending on net value

Processing TypesProcessing Types

Smart FormsSmart Forms WorkflowWorkflow MethodsMethods

CustomerOrder

Visit

Quotation Opportunity

Task

E-mail

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:

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)

© SAP AG CR100 8-9

© SAP AG 2008

Example: Actions in a Quotation

Action profile Quotation

ActionsComplete quotation(QUOTATION_COMPLETE)

Feedback from customer(QUOTATION_FEEDBACK)

Print quotation (QUOTATION_PRINT)

Release quotation(QUOTATION_RELEASE)

Start release workflow(QUOTATION_RELEASE_WORKFLOW)

Quotation reminder(QUOTATION_REMINDER)

1. Complete quotationSchedule automatically Yes

Processing time Selection report

Can be executed online Yes

Partner-dependent/partner function No

Action merging Maximum of one successful action

Determination technology Conditions

Processing type Method COMPLETE_DOCUMENT

Object type (user)

Date Profile

Context class

2. Print quotationSchedule automatically Yes

Processing time Immediate

Can be executed online Yes

Partner-dependent/partner function No

Action merging Maximum of one unprocessed action per action definition

Determination technology Conditions

Processing type Smart Form CRM_ORDER_CONFIRMATION_01

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.

Action are always determined for each action profile separately and, as the slide shows, 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 SPPFCADM.

The application (for transaction processing) is CRM_ORDER.

© SAP AG CR100 8-10

© SAP AG 2008

Customizing: Action 1 - Complete Quotation

Quotation

Valid until 30.06.2008

© SAP AG CR100 8-11

July 2008

Status open?

Status: Completed

QuotationExpired?

Quotation

Completion

None


New ActionSchedule

Selection ReportSchedule manually

NoFulfilled

ActiveYes

Fulfilled

Action List

Method:Status Change

This slide depicts the workflow of action processing for the action "complete quotation" within the context of the corresponding Customizing settings.

© SAP AG 2008

Customizing: Action 2 - Print Quotation

QuotationQuotation:Dear...

We offer... the following conditions...

Sincerely,

None

Quotation

Print

None


ImmediatelyInactive

NoFulfilled

Smart Forms mail(CRM_ORDER_CONFIRMATION_01

Action ListActive

YesFulfilled

Schedule newactions

This slide depicts the workflow of action processing for the action "complete quotation" within the context of the corresponding Customizing settings.

© SAP AG CR100 8-12

© SAP AG 2008

Address,Ship-to party

Company data

General data

Order items

Quotation item

SAP Smart Forms: Layout of Messages

Use SAP Smart Forms to design your forms

You can use the SAP Smart Forms graphics tool to design the layout of message forms.

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.

© SAP AG CR100 8-13

© SAP AG 2008

Action Monitor

The action monitor gives you an overview of all scheduled and processed actions and their statuses.You can trigger repeat action processing and display output (preview)You can define selection variants and use them for background processing.

SAP GUI

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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© SAP AG 2008

Actions: Unit Summary

You are now able to:Explain the options for processing actions

Configure actions

Use the action monitor to launch actions

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© SAP AG CR100 8-16

Actions - Exercises

Unit: Actions Topic: Action Definitions and Customizing


• 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

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

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

1-1-1 Create a quotation of the type ##Quotation for the customer ##Stockmann. Offer the customer 10 pieces of the material with the description ##Monitor.

1-1-2 Display the relevant actions for the quotation.

a) Which entries are displayed in the corresponding assignment block?

b) Does the list include the action Print Quotation Manually? If necessary, schedule the action manually.

c) What processing status does this action have?

1-1-3 Try to execute the action Complete offer. Is this possible? Explain why.

1-1-4 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.

_____________

1-1-5 Display the print preview of the quotation that was determined.

© SAP AG CR100 8-17

1-1-6 Use the Action Monitor transaction in the SPA GUI to select and execute the Complete offer action for your quotation.

If you want to select the action that was found in the quotation you created, enter the <*transaction number> in the application key field.

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

1-2-1 Which action profile is used by transaction type ZA## (##Quotation)?

1-2-2 Analyze this action profile. When is the action processed and the quotation form issued?

1-2-3 Check the details of the action definition to find out why you could not execute the action from transaction processing.

© SAP AG CR100 8-18

Optional 2-1 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.

2-1-1 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 Sales Call ## as the description

Choose Continue.

Time of Processing: Immediate processing

Schedule Automatically: <do no select>

Display in Toolbox: <do no select>

Changeable in Dialog: <Set the indicator>

Executable in Dialog: <Set the indicator>

Choose Continue.

The action should not be partner-dependent.

Choose Continue.

Select Method Call.

Choose Continue.

Use F4 help in Method field 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 object reference.

Structure: CRMD_ORDERADM_H

Field: PROCESS_TYPE

Assign the initial value 0001 (Interaction Log).

Choose Confirm and then select Adopt entries.

Choose Continue.

Enter an appropriate text.

Choose Continue.

© SAP AG CR100 8-19

© SAP AG CR100 8-20

You do not want to use any conditions in the first step. Choose Continue twice.

In the wizard, click Complete.

2-1-2 Assign the action profile to transaction type ZB## (##Trade Fair Visit).

2-2 Test your settings.

2-2-1 Create a new contact of the type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action.

2-3 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 appointment.

2-3-1 Define a schedule condition for your Follow-up Activity Appointment ## 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.

2-3-2 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?


1-1 Create a ##Service Order and see whether you can display and issue a corresponding form.

1-1-1 Create a service order of the type ##Service Order for the customer ##Stockmann. You offer the customer 4 AU of the ##Repair service.

1-1-2 Display the relevant actions for the service order.


b) Does the list include the action Print Service Order Manually? If necessary, schedule the action manually.


1-1-3 Display the print preview of the determined order confirmation.

1-1-4 Use the Action Monitor transaction in the SAP GUI to select and execute the Print Service Process Manually action for your service order.

If you want to select the action that was found in the quotation you created, enter the <*transaction number> in the application key field.

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

1-2-1 Which action profile is used by transaction type ZS## (##Service Order)?


© SAP AG CR100 8-21

© SAP AG CR100 8-22



2-1-1 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 Sales Call ## as the description

Choose Continue.

Time of Processing: Immediate processing

Schedule Automatically: <do no select>

Display in Toolbox: <do no select>

Changeable in Dialog: <Set the indicator>

Executable in Dialog: <Set the indicator>

Choose Continue.

The action should not be partner-dependent.

Choose Continue.

Select Method Call.

Choose Continue.

Use the F4 help in the Method field 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 object reference.

Structure: CRMD_ORDERADM_H

Field: PROCESS_TYPE

Assign the initial value 0001 (appointment).

Choose Confirm and then select Adopt entries.

Choose Continue.

Enter an appropriate text.

© SAP AG CR100 8-23

© SAP AG CR100 8-24

Choose Continue.

You do not want to use any conditions in the first step. Choose Continue twice.

In the wizard, click Complete.






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.





Actions - Solutions

Unit: Actions Topic: Action Definitions and Customizing

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

1-1-1 Create a quotation of the type ##Quotation for the customer ##Stockmann. Offer the customer 10 pieces of the material with the description ##Monitor.

Choose Sales Cycle.


Select ##Quotation.


Product ID: <Your material>

Choose ENTER.

1-1-2 Display the relevant actions for the quotation.

a) Which entries are displayed on the corresponding tab page?

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) Does the list include the action Print Quotation Manually?

No, the list does not include this action.

Schedule this action manually.

Choose the Schedule New Actions.

Select the Print Quotation Manually action.

Choose Schedule.

The system display the message Action was executed immediately after scheduling.


Choose Back.

Choose Show Executed Actions.

The status of the action is Processed.

1-1-3 Try to execute the action Complete offer. Is this possible? Explain why.

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. © SAP AG CR100 8-25

1-1-4 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.

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

Save your quotation.

_____________

1-1-5 Display the print preview of the quotation that was determined.

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

1-1-6 Use the Action Monitor transaction in the SAP GUI to select and execute the Complete offer action for your quotation.

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 ( ).

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

1-2-1 Which action profile is used by transaction type ZA## (##Quotation)?

SAP 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.



Select the action profile QUOTATION. Display the details of action definition QUOTATION_PRINT.

The processing time is Immediate Processing.

© SAP AG CR100 8-26

© SAP AG CR100 8-27



2-1-1 SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Create Actions With Wizard Enter the data specified in the exercise.


SAP 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.



Choose Activities.


Choose ##Trade Fair Visit

Description: Trade Fair Visit ##


Choose ENTER.

Go to the Schedules Actions assignment block.

Execute the action.




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 Bus. Activity.

Double-click User Status.

Click the operator “=”.

Call the input help (F4) in the Constant field.

© SAP AG CR100 8-28

Enter status profile CRMACTIV.

Choose status E0003 Complete and press Enter.

Transfer and save the condition.


Create an activity of the type ##Trade Fair Visit for the activity partner ##Stockmann. Maintain fictional data.

Choose Activities.





Choose ENTER.

Go to the Scheduled Actions assignment block.

Execute the action.


No, this is not yet possible because the activity does not have the correct status.


In the Appointment Details assignment block, set the status to Completed.


Yes, the action can now be scheduled.


1-1 Create a ##Service Order and check whether you can issue a corresponding form.

1-1-1 Create a service order of the type ##Service Order for the customer ##Stockmann. You offer the customer 4 AU of the ##Repair service.






Choose ENTER.

1-1-2 Display the actions that the system has found for this service order.


You can see the action: Autom. IBase Update.

b) Does the list include the action Print Service Order Manually? If necessary, schedule the action manually.

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.


Choose Back.

Choose Show Executed Actions.

The status of the action is Processed.

1-1-3 Display the print preview of the determined order confirmation.

Choose the Print Preview function at the top of the quotation.

1-1-4 Use the Action Monitor transaction in the SAP GUI to select and execute the Print Service Process Manually action for your service order.

SAP Menu → Service → Action Monitor

Action Definition: ZSERVICEVORGANG(AUFTRAGGEBER)

Application Key: <*Number of your service process>

Action 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 ( ).

© SAP AG CR100 8-29

© SAP AG CR100 8-30

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

1-2-1 Which action profile is used by transaction type ZS## (##Service Order)?

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 process).



Select the action profile ZSERVICE_ORDER. Display the details of the action definition ZSERVICEVORGANG(AUFTRAGGEBER).

The processing time is Processing using selection report.

© SAP AG CR100 8-31



2-1-1 SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Create Actions With Wizard Enter the data specified in the exercise.


SAP 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.


2-2-1 Create a new contact of the type ##Trade Fair Visit (ZB##).

Enter a business partner and a description and go to the Actions tab page. Is the action scheduled yet?

Choose Service Operations.





Choose ENTER.


Execute the action.




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 Bus. Activity.

Double-click User Status.

© SAP AG CR100 8-32

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.


Choose Service Operations.





Choose ENTER.



No, this is not yet possible because the activity does not have the correct status.


In the Appointment Details assignment block, set the status to Completed.


Yes, the action can now be scheduled.

© SAP AG 2008

Pricing Fundamentals: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

© SAP AG CR100 9-1

© SAP AG 2008

Pricing Fundamentals

Pricing Overview

Functional Principle of Pricing

Condition Maintenance in SAP CRM

© SAP AG CR100 9-2

© SAP AG 2008

Pricing Fundamentals: Unit Objectives

At the end of 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 certain settings in pricing Customizing

Carry out condition maintenance in SAP CRM

© SAP AG CR100 9-3

© SAP AG 2008

You want to familiarize yourself with the pricing and condition maintenancefunctions in the SAP CRM system.

Pricing Fundamentals: Business Scenario

© SAP AG CR100 9-4

© SAP AG 2008

SAP InternetSales in ERPSAP InternetSales in ERP

……SAP SRMSourcing SAP SRMSourcing

SAP CRMMobile Sales

Mobile Service

SAP CRMMobile Sales

Mobile Service

SAP CRMCRM Web Channel

SAP CRMCRM Web Channel

SAP CRMInteraction Center

SAP CRMInteraction Center

Pricing and Tax Determination in SAP CRM

SAP IPCSAP IPC

The Internet Pricing and Configurator (IPC) is responsible for pricing throughout the entire SAP CRM application.

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”).

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.

© SAP AG CR100 9-5

© SAP AG 2008

IPC Implementation Scenarios

The data is maintained in the SAP CRM system.The IPC accesses the data in the CRM database.

Data is maintained in the SAP ERP system.The SAP ERP system supplies the CRM system with this data and the IPC accesses the CRM database.

.

IPC RFCMiddleware

CRM

Customizing &conditions

RFCIPC

ERP


CRM


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:

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 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.

© SAP AG CR100 9-6

© SAP AG 2008

Pricing Procedure

Pricing Procedure

1. Price PR00

2. Customer Discount K007

3. Sales Promotion KA00

RVAAUS

Pricing Procedure = Calculation Rule

… …

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).

© SAP AG CR100 9-7

© SAP AG 2008

OrganizationalData

Pricing Procedure

1. Price 0PR0

2. Customer Discount 0K07

3. Sales Promotion 0KA0

0CRM1

Sales Organization

O 50002101

Customer Pricing ProcedureStandard

Distribution Channel 10

Document Pricing Procedure A

Determination of Pricing Procedure

Customer Group

determines

Transaction Type

Process

1

(Division)

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 ECC).

The following elements influence the determination of the pricing procedure:

Sales organization


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.

© SAP AG CR100 9-8

© SAP AG 2008

Condition Types

Value from Amount

- 1 %- 2 %- 4 %

Amount

$ 1 per 1 kg

FreightKF00

Calculation type: percentageScale base type: value scale

Calculation type: amount/weight

$ 100$ 1000

$ 10000

Discount %K007

The condition type defines the characteristics and attributes of a condition. You can define a condition type for every type of price, surcharge, or discount that occurs in your business transactions.

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).

ECC or R/3 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.

© SAP AG CR100 9-9

© SAP AG 2008

Access Sequence

Access Sequence K027:

1. Customer-specific discountCondition table: Customer/Sales Organization

2. Discount for price group Condition table: Price Group/Sales Organization

3. General discount for the sales organizationCondition table: Sales Organization

Condition Type K027:

Access Sequence = Search Strategy

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).

© SAP AG CR100 9-10

© SAP AG 2008

Condition Table

Condition table fields:Sales organizationDistribution channelDivisionSold-to party

Condition table Z007 customer/sales organization:

A condition table defines the combination of fields (keys) that identify an individual condition record.

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

© SAP AG CR100 9-11

© SAP AG 2008

Condition Technique

ScaleFrom 1 PC: 100 EUR per PCFrom 50 PC: 95 EUR per PC

PR00 95 EUR/PCK007 -2%

Transaction

Product A 55 PC

Access SequenceCondition tables1. Access: Customer/MaterialSecond Access: Material

ZPR0

Pricing Procedure

1. Price PR00

2. Customer discount K007

3. Sales Promotion KA00

RVAA01

Condition Type

Access sequence ZPR0

PR00

Condition RecordsValid record not available

Valid record available

for PR00

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.

© SAP AG CR100 9-12

© SAP AG 2008

Condition Records

1st PeriodMarch 01 to April 30

Sales organization 1000


Customer: C1

Material: M1

2nd PeriodMay 01 to May 30

Level at whichthe condition

is defined

$ 1000 - 1 %$ 2000 - 2 %$ 3000 - 3 %

$ 1000 - 2 %$ 2000 - 3 %$ 3000 - 4 %

Special offer discount:

Data about conditions is stored incondition 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.

© SAP AG CR100 9-13

© SAP AG 2008

Condition Maintenance

You can start condition maintenance from the following objects in CRM:

Business partners

Business partner hierarchies

Products

Contracts (price agreements)

Campaigns (discounts)

You can also maintain conditions in general condition maintenance

General condition maintenance in the SAP CRM system is called using the SAP GUI:

SAP Menu → Master Data → Prices and Conditions → Maintain Conditions.

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.

© SAP AG CR100 9-14

© SAP AG 2008

Condition Maintenance Groups and Contexts

Condition type 1Condition type 2Condition type 3 Condition type 7

Condition type 6

Condition type 8

Condition type 9

Condition type 5Condition type 4

Condition Maintenance Group

Maintenance ContextGeneral (GCM)

Business partner

Contract

Campaign

...

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

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

© SAP AG CR100 9-15

© SAP AG 2008

Pricing Analysis in Transactions: Example

OrderCustomer: Miller

Product Quantity

M328 10 PC

$9301 pc$93Net Value

1 pc

1 kg

1 pc

1 pc

1 pc

per CurrValueUoMRateCondition

$970$97Final Amount

$+ 40$+ 2 Shipment Costs

$- 50$- 5Product Discount

$- 20%- 2Customer Discount

$1000$100Gross

$1000$100Material Price

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.

Condition analysis is not available in the CRM WebClient UI. It can only be accessed using the SAP GUI and when the corresponding transaction is created or changed.

User parameter PRC_TRACE = X must be set.

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Pricing: Functions

Item level pricing, formulas for more complex pricing

Manual changes at item and header levels

Different calculation types

Two-dimensional scales, scales with different scale bases

Validity periods

Currency conversion, quantity conversion, and unit of measurement conversion

Free goods discount (inclusive and exclusive bonus quantities)

Differences between pricing in SAP CRM and SAP ECC or SAP R/3.

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 ECC, 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.

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© SAP AG 2008

Outcome

IPC

Tax Determination via TTE

SAP CRM

Transaction Tax Engine (TTE)

Tax DeterminationTax Calculation

Tax RatesTax Exemptions

Deductibility

Rules TaxDetermination

Tax EventTax LocationTax Type(s)Tax Rate(s)

Tax Document

CRM Sales and Service, CRM Billing

BP Sales Org. / VendorAddress

Country or regionJurisdiction code

Tax registration numbers

CustomerAddress

Country or regionJurisdiction code

Tax Registration NumberTax Types and Groups

ProductTax Types and Groups

TransactionDateCRM Item Object Type

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

© SAP AG CR100 9-18

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Pricing Fundamentals: Summary

You are now able to:Describe Internet Pricing and Configurator (IPC)

Understand the essential features of the condition technique

Describe the pricing functions

Make certain settings in pricing Customizing

Carry out condition maintenance in SAP CRM

© SAP AG CR100 9-19

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Exercises

Unit: CRM Pricing Topic: Condition Maintenance and Customizing


• Maintain conditions in the CRM system

• Perform certain basic Customizing settings related to pricing in transactions

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.

1-1 Conditions and condition maintenance in the CRM system

1-1-1 Create a sales transaction of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces.

1-1-2 Check the item details of the transaction to see whether the system has found a customer discount.

Display the sales process item in the Prices assignment block.

1-1-3 Can you enter the price element customer discount with a value of 5% manually?

1-1-4 In future transactions of this type, customers 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.

SAP Menu → Master Data→ Prices and Conditions → Maintain Conditions

Application: CRM

Maintenance group: BUPADISCOU

Sales area: Sales US; 30; 00

1-1-5 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?


_______________

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1-2 Customizing Pricing

1-2-1 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 (1-1)?

Influencing factor 1______________________________________

Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________

1-2-2 Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignmnet table in Customizing.

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

1-3-1 You want to display the customer-specific material price, which you created in ERP (condition type PR00), in 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.

1-3-2 In general condition maintenance, check whether you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##.



1-1-1 Create a service order of the type ##Service Order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU.

1-1-2 Check the item details of the transaction to see whether the system has found a customer discount price element.

Display the service process item in the Prices assignment block.




SAP Menu → Master Data→ Prices and Conditions → Maintain Conditions

Application: CRM


Sales area: IDES TR, 10, 00

1-1-5 Create another service order of the type ##Service Order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU.



_______________ [→ Data sheet]


1-2-1 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 (1-1)?


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________

© SAP AG CR100 9-23

© SAP AG CR100 9-24


Origin: ___________________________________________



1-3-1 You want to edit the customer discount that you created in the last exercise (condition type 0K07) in a condition maintenance group that is set up specifically for this purpose.



1-3-2 In general condition maintenance, check whether you can display condition master records of condition type 0K07 in condition maintenance group ZCMG##.

Solutions

Unit: CRM Pricing Topic: Condition Maintenance and Customizing


1-1-1 Create a sales transaction of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces.

Choose Sales Cycle.

Choose Create → Sales Order.

Choose Sales Process.


External Reference: Pricing ##.

Product ID: HT-1010

Quantity: 10

1-1-2 Check the item details of the transaction to see whether the system has found a customer discount.

Choose the icon next to the item that you have just created in the Items assignment block.

In the item details, open the Prices assignment block.

The list of displayed price elements does not include a customer discount entry.


Choose Edit List in the Prices assginment block.

Choose New.

Price Element: Customer Discount

%: 5

The minus sign (-) is added automatically.

Choose Back and save the transaction.

© SAP AG CR100 9-25



SAP Menu → Master Data→ Prices and Conditions → Maintain Conditions Application: CRM


Choose Execute ( ).

In the data area for the Condition Type (CCtC) field on the right, enter the value 0K07 and confirm your entry. Enter:

Sales Organization: Sales US


Division: 00

Customer: <number of ##Megastore>

Amount: 3

Valid From: Today

Valid-to Date: End of year

Save your data.

1-1-5 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.

Choose Sales Cycle.





Product ID: HT-1010

Quantity: 10


In the item details, open the Prices assignment block.


The list of displayed price elements now includes the customer discount entry.


_______________

© SAP AG CR100 9-26


1-2-1 What factors influence the determination of a pricing procedure? Where in the system are the concrete values of the factors for your business transactions from the previous exercise?

The determination of the pricing procedure can be affected 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)


Influencing factor 3: Division

Specific value: --


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.



Select entry ZSAL and choose Details ( ).


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.

© SAP AG CR100 9-27


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).


SAP 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)


Division: < >

Document Pricing Procedure: 9

Customer Pricing Procedure: 1

Choose ENTER.

The pricing procedure found is 0CRM01.





SAP 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 © SAP AG CR100 9-28

Description: Customer-spec. material price ##

Save your entries.

SAP Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Techniquie → Condition Technique: Basics → Define Maintenance Groups for Context

Maintenance context: GCM

Choose Copy

Choose New Entries.

Group: ZCMG##

Save your entries.




Choose Execute.

In the dialog structure on the left, select the fields Condition Type and Sold-To Party.

Choose Select records ( ).

In the dialog box thatis displayed, enter the following:

Condition Type: PR00

Choose Execute.

The condition records are displayed. However, it is not possible to change the master record because it was transferred from the ERP system and was not intended for processing in the SAP CRM system.

© SAP AG CR100 9-29

© SAP AG CR100 9-30



1-1-1 Create a service process of the type ##Service Order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU.







Quantity: 2

1-1-2 Check the item details of the transaction to see whether the system has found a customer discount price element.


In the item details, open the Price Details assignment block.

The list of displayed price elements does not include a customer discount entry.


Choose Edit List in the Price Details assginment block.

Choose New.

Price Element: Customer Discount

%: 5

The minus sign (-) is added automatically.

Choose Back and save the transaction.





Choose Execute ( ).

In the data area for the Condition Type (CCtC) field on the right, enter the value 0K07 and confirm your entry. Enter:

Sales Organization: IDES TR


Division: 00

© SAP AG CR100 9-31

Customer: <Number of ##Stockmann>

Amount: 3

Valid From: Today

Valid-to Date: End of year

Save your data.

1-1-5 Create another service order of the type ##Service Order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU.







Quantity: 2


In the item details, open the Price Details assignment block.


The list of displayed price elements now includes the customer discount entry.


_______________


1-2-1 What factors influence the determination of a pricing procedure? Where in the system are the concrete values of the factors for your business transactions from the previous exercise?

The determination of the pricing procedure can be affected by the following factors:

Influencing factor 1: Sales organization

Specific value: IDES TR (O 50005807)


Influencing factor 2: Distribution channel

Specific value: Endkundenverkauf (10)


Influencing factor 3: Division

Specific value: --


Influencing factor 4: Document pricing procedure

Specific value: Service Process (S)

© SAP AG CR100 9-32

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.



Select entry ZS## and click on the Details icon ( ).


Select the Sales transaction category and double-click Customizing header in the dialog structure.

The document pricing procedure is called Service Process (S).

Additional information for influencing factor 5 (customer pricing procedure) Choose Account Management.


Search for acount ##Megastore.

Open the Sales Area Data assignment block for the account ##Megastore.

Choose edit action ( ) for the sales area.

[IDES CRM Training Company; Final customer sales; --] The customer pricing procedure is Standard (1).


SAP 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)


Division: < >

Document Pricing Procedure: S

Customer Pricing Procedure: 1

© SAP AG CR100 9-33

© SAP AG CR100 9-34

Choose ENTER.

The pricing procedure found is 0CRM02.





SAP Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Techniquie → Condition Technique: Basics → Create Maintenance Group

Choose New Entries.


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: 0K07

Description: Customer-spec. Material price ##

Save your entries.

SAP Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Techniquie → Condition Technique: Basics → Define Maintenance Groups for Context

Maintenance context: GCM

Choose Copy

Choose New Entries.

Group: ZCMG##

Save your entries.




Choose Execute.

In the dialog structure on the left, select the fields Condition Type and Sold-To Party.

Choose Select records ( ).

In the dialog box thatis displayed, enter the following:

Condition Type: PR00

Choose Execute.

The condition records 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.

© SAP AG CR100 9-35

© SAP AG CR100 9-36

© SAP AG 2008

CRM Billing: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

© SAP AG CR100 10-1

© SAP AG 2008

CRM Billing

Billing Process Overview

Billing Customizing

© SAP AG CR100 10-2

© SAP AG 2008

Billing: Unit Objectives

At the end of this unit, you will be able to:Explain the document flow in SAP CRM

Create and describe billing documents

Name the Customizing settings relevant for CRM Billing

© SAP AG CR100 10-3

© SAP AG 2008

Billing: Business Scenario

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, the process details, and the relevant Customizing settings.

© SAP AG CR100 10-4

© SAP AG 2008

Integration of Billing in the Service Scenario: Service Order Management

Requests quotation

7

4

2

3

5

1

8

6

Converts the quotation into a

service order

Acceptsquotation

Creates and submits

quotation

Executes assignment,

enters confirmation

Creates and optimizes

assignments

Performs analyses

Createsinvoice

© SAP AG CR100 10-5

© SAP AG 2008

Integration of Billing in the Sales Scenario:Quotation and Order Processing in SAP CRM

Creates opportunity

74

23

5

1

6

Monitors status of order

Creates sales order

Creates quotation

Creates invoiceCreates delivery then picks,

packs and posts goods issue

Analyzes sales processes

© SAP AG CR100 10-6

© SAP AG 2008

System Landscape

SalesSales& Service& Service BillingBilling BI

SAP CRM

SAP ECC

FI/COLELE

In SAP CRM, you can issue invoices for various business transactions. These include invoices for:

Sales orders (with or without reference to delivery)

Service contracts, service orders, service confirmations, confirmation processing

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.

© SAP AG CR100 10-7

© SAP AG 2008

Sales

Service

Delivery

Externaldata

Process Overview

Output Printer,e-mail, …

Transfer SAP FI/CO

Extraction BIContent

ConnectNon-SAPsystems

Inputprocessing

Billing Outputprocessing

The billing process consists of three steps:Input processingBillingOutput processing

Billingdue list

Billingdocuments

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 following 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 BW. 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).

© SAP AG CR100 10-8

© SAP AG 2008

Input Processing

Billing due list is created

Billing-relevant business transactions ortransaction items

ContractsService confirmationsDeliveriesOrders…

The billing due list items contain all the data neededfor billing

Automatic

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.

© SAP AG CR100 10-9

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Billing Process

Billing MethodsIndividual billing (dialog)

Collective billing (dialog)

Collective billing (background)

Collective billing (job-controlled)

Order DeliveryBilling document splitInvoices

Invoices

DeliveryMerging

Sales

ServiceInvoices

You can use copying requirements to control the conditions under which a transaction's item are billed.

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.

© SAP AG CR100 10-10

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Billing Documents

Paid party Billing typeBilling dateBilling unit…

Header data

Item dataProductQuantityPrices and conditionsSold-to party…

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.

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Billing Execution

CRM WebClient UITransactions billed manually

SAP GUIVariants for collective billing run

Billing of individual transaction items

We recommend that you perform billing using the CRM WebClient UI. There are several user roles that contain a billing work center. In the screenshot on the slide above, the work center has been activated for the SERVICEPRO user role.

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.

You want to bill individual transaction items (for example, a monthly invoice from a service order).

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Output Processing

_ _ _ __ _ _ __ _ _ __ _ _ _

Output Transfer Extraction Connect

ERP BIExternal Interface(XIF Adapter)

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).

© SAP AG CR100 10-13

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Billing Option: Billing Plans

Periodic billing(for example, contracts)

January 1 2 3 4

5 6 7 8 9 10 1112 13 14 15 16 17 1819 20 21 22 23 24 2526 27 28 29 30 3131

February 1 2 3 4

5 6 7 8 9 10 1112 13 14 15 16 17 1819 20 21 22 23 24 2526 27 2828

March 1 2 3 4

5 6 7 8 9 10 1112 13 14 15 16 17 1819 20 21 22 23 24 2526 27 28 29 30 3131

EUR 740.00 EUR 740.00 EUR 740.00

Milestone billing(for example, projects)

January 11 2 3 4

5 6 7 8 9 10 1112 13 14 15 16 17 1819 20 21 22 23 24 2526 27 28 29 30 31

March 1 2 3 4

5 6 7 8 9 10 1112 13 14 1515 16 17 1819 20 21 22 23 24 2526 27 28

May 1 2 3 4

5 6 7 8 9 10 1112 13 14 15 16 17 1819 20 21 22 23 24 2526 27 28 29 30 3131

20% = EUR 100.00 40% = EUR 200.00 40% = EUR 200.00

Payer

Billing plan procedure + ⇒ Billing plan typeTransaction type/item category

The billing plan specifies when a certain amount is invoiced.

Service contracts and leasing scenarios in particular use billing plans.

As of CRM 5.0, it is also possible to map usage-based billing. Billing plans are also used in this case.

You set up billing plan types and billing plan determination in Customizing:

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Billing Plan

© SAP AG CR100 10-14

© SAP AG 2008

Customizing Organizational Data

BUSales Organization 1

Sales Organization 2

Sales Organization 3

Service organization BU

Company Code 1

Company Code 2

SAP Reference IMG

Customer Relationship Management

Master Data

Organizational Management

Cross-System Assignments ...

Billing-specific assignments of organizational units

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 Organizational Unit

The billing unit can be defined separately and independently of the sales or service organization.

You can assign more than one sales organization to a billing unit (cross-sales organization billing)

Billing units are assigned uniquely to company codes.

© SAP AG CR100 10-15

© SAP AG 2008

Billing Document Customizing: Unit Summary

SAP Reference IMG


BillingDefine number ranges

Define billing-relevance of the business transaction items

Define billing types

Define item categories

Define item category determination

Billing document-specific Customizing settings

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 (transaction SPRO): 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.

© SAP AG CR100 10-16

© SAP AG 2008

Example: Customizing of the Service Confirmation

Service (SRVP)

Service part (SRVM)

Service order (SRVO)

Expense (SRVE)

Service (

Billing Customizing

© SAP AG CR100 10-17

SVCP*)

SVCM*)

SRVC)

SVCE*)

Service part (

Confirmation (

Expense (

Item category determination (for billing):Source transaction type + Source item type Billing item category

SRVC + SVCP SCNSRVC + SVCM SCNSRVC + SVCE SCN

* = Relevant for billing

Account

Item categories (for billing):Details of item type (extract)

- Billing type- Billing block

SCN

F2SVAccountPricing procedure

Billing types (for billing):Details of the billing type (Extract)

- Number range- Pricing procedure

F2SV

This slide 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.

© SAP AG 2008

Example: Customizing of a Delivery-Related Sales Order

Sales (

Billing Customizing

TAN*)

TA)Sales Order/CRM (

© SAP AG CR100 10-18

Delivery item

Delivery/ERP (

(TAN)

LF)

Item category determination (for billing):Source transaction type + Source item type Billing item category

TA + TAN TANDLF + TAN TAN

* = Relevant for billing

Account

Prices/Partners

Item categories (for billing):Details of item type (extract)

- TAND

Dependent itemBusiness partners

Quantities/WeightsItem categories (for billing):Details of item type (extract)

- Billing type- Billing block

TAN

F2

The example on this slide 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. 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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Billing Due List During Delivery-Related CRM Billing

Sales (

© SAP AG CR100 10-19

TAN) Delivery item(

Delivery/ERP (Sales Order/CRM (

TAN)

LF)

Delivery-relatedbilling (F/G)

TA)

Sales

Sales Order/ERP (

(TAN)Delivery-relatedCRM Billing (Q/R)

TA)

Billing due list item 1

TAND

Account

Prices/Partners

Account Business partners

Quantities/Weights

Billing due list item 2

TAN

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 ECC. Instead, unchecked deliveries are created immediately in SAP ECC. 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 ECC converts the unchecked deliveries into checked deliveries.

© SAP AG 2008

Additional Customizing Settings

Additional Customizing Settings: "Services"SAP Reference IMG


Basic FunctionsPricing

Partner determination

Text determination

Integration Settings

SAP Reference IMG


Billing

IntegrationTransfer to accounting

Transfer to Global Trade Services (GTS)

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.

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© SAP AG 2008

Configuring the Billing Application

Enhanced item category determinationEnhanced account determinationXIF connection to input processingIntegration with Contract Accounting (FI-CA)Supplementary invoiceIntercompany billingMulti-level intercompany billingInvoice split using conditionsGTS integrationBilling correctionRetroactive billingCountry-specific functions

You can adjust the billing application

The billing engine framework enables you to adjust the CRM Billing invoice application flexibly.

For details of the additional functions in the context of CRM Billing, see

SAP Implementation Guide → Customer Relationship Management → Billing → Configure Application

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© SAP AG 2008

CRM Billing: Unit Summary

You are now able to:Explain the document flow in SAP CRM

Create and describe billing documents

Name the Customizing settings relevant for CRM Billing

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Exercises

Unit: CRM Billing Topic: Creating Billing Documents


• 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

You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

1-1 Relevant Organizational Data for CRM Billing.

1-1-1 Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers.

Search for accounts that have the role Billing Unit.

1-1-2 Check Customizing to see which of these billing units was assigned to the sales organization Sales US.

1-1-3 Check Customizing to see which company code is assigned to the billing unit.

1-2 Create a new order of the type Sales Transaction (ZSAL) for the customer ##Megastore and the product HT-1000 (1 piece) then maintain it in the ERP system.

1-2-1 Create the order in the CRM system and check whether it was transferred to the ERP system.

Save the order and note the number.

__________________ [→ Data sheet]

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1-2-2 Call the ERP system and perform the following logistical follow-up functions.

a) Deliver your order.

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.

_____________ [→ Data sheet]

b) Pick the outbound delivery.

SAP Easy Access Menu → Logistics → Sales and Distribution → Shipping and Transportation → Picking→ Create Transfer Document → Single Document

Alternative access from the delivery itself: Menu: Subsequent Functions → Picking

Note the delivery number if it has not yet taken place.

_____________ [→ Data sheet]

1-2-3 Check the CRM system to see whether your transaction is in the billing due list.

1-2-4 Post the goods issue for your outbound delivery in the ERP system.

1-2-5 Check the CRM system again to see whether your transaction is in the billing due list.

1-2-6 Create a billing document for your entry/transaction.

_____________ [→ Data sheet]

1-2-7 Are accounting documents generated in the ERP system?

_________________________________

1-3 Check the relevant Customizing for CRM Billing.

1-3-1 Check the Billing-relevance indicator for the item category ZSAL (which was determined in your transaction).

______________

1-3-2 Find out which item category for billing is assigned to your source process category LF (Delivery) in source item category ZSAL.

______________

1-3-3 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?

© SAP AG CR100 10-24


1-1 Relevant organizational data for CRM Billing.


Search for accounts that have the role Billing Unit.

1-1-2 Check Customizing to see which of these billing units is assigned to the sales organization Sales US.


1-2 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.

1-2-1 Create the confirmation in the CRM system and complete it by setting the relevant status.

Save the confirmation and note the number.

__________________ [→ Data sheet]

1-2-2 Create a billing document for your confirmation.

1-2-3 Are accounting documents generated in the SAP ERP system?

_________________________________


1-3-1 Check the Billing-relevance indicator for the item category SVCP (which was determined in your transaction).

______________

1-3-2 Find out which item category for billing is assigned to your source transaction category ZSEC (Confirmation) and source item category SVCP.

______________


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Solutions

Unit: CRM Billing Topic: Creating Billing Documents

1-1 Relevant Organizational Data for CRM Billing.




Role is: Billing Unit



Numbers of the billing units:

407491, 401013, 400021, 408800, 33, 405890, 406383 and possibly others also.

1-1-2 Check Customizing to see which of these billing units was assigned to the sales organization Sales US.

SAP 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).


SAP 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.

1-2 Create a new order of the type Sales Transaction (ZSAL) for the customer ##Megastore and the product HT-1000 (1 piece) then maintain it in the ERP system.

1-2-1 Create the order in the CRM system and check whether it was transferred to the ERP system.

Choose Sales Cycle.




External Reference: Billing##

© SAP AG CR100 10-27

Product ID: HT-1000

Quantity: 1

Save the order and note the number.

__________________ [→ Data sheet]

1-2-2 Call the ERP system and perform the following logistical follow-up functions.

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>


Save the outbound delivery.

___________ [→ Data sheet]

b) Pick the outbound delivery.

SAP Easy Access Menu → Logistics → Sales and Distribution → Shipping and Transportation → Picking→ Create Transfer Document → Single Document Warehouse Number: 038.

Delivery: <Your delivery number>

Foreground/Background: Background

Adopt Pick Quantity: 1


The transfer order is created.

1-2-3 Check the CRM system to see whether your transaction is in the billing due list.

In the CRM WebClient UI:

Choose Billing.

Choose Search → Billing Due List Items.

Sold-To Party ID: <Number of your sold-to party>

Choose Search.

There is no entry for your process because goods issue for the outbound delivery has not yet been posted.

1-2-4 Post the goods issue for your outbound delivery in the ERP system.

SAP Easy Access Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Change → Single Document Delivery: <Your delivery number>

© SAP AG CR100 10-28

Without going to the details of the delivery you choose Post Goods Issue.

1-2-5 Check the CRM system again to see whether your transaction is in the billing due list.

Choose Billing.



Choose Search.

Now there will be an entry with your delivery number.

1-2-6 Create a billing document for your entry/transaction.

Select the line ( ) with your entry.

Choose Individual Billing.

Choose Continue.

Choose Save.

_____________ [→ Data sheet]


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.


1-3-1 Check the Billing-relevance indicator for the item category ZSAL (which was determined in your transaction).

______________

SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Relevance of Item Categories

Go to item category ZSAL.

Billing relevance: Delivery-Related CRM Billing.

The corresponding ERP item type in the sales order as billing relevance Q (delivery-related CRM billing).

© SAP AG CR100 10-29

1-3-2 Find out which item category for billing is assigned to your source process category LF (Delivery) in ERP and source item category ZSAL.

SAP 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.


SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories


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.

© SAP AG CR100 10-30


1-1 Relevant organizational data for CRM Billing.

1-1-1 Check if one or more billing units exist in the CRM system. Make a note of the numbers.



Role is: Billing Unit



Numbers of the billing units:

407491, 401013, 400021, 408800, 33, 405890, 406383 and possibly others also.

1-1-2 In Customizing, find out which of these billing units is assigned to the sales organization Sales US.

SAP 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).


SAP 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.

1-2 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.

1-2-1 Create the confirmation in the CRM system and complete it by setting the relevant status.


Choose Create → Service Confirmation.

Choose Confirmation.

Description: CRM Billing ##

Executing Service Employee: 400440 (Lou Windham)

Sold-To Party: Number of ##Megastore

Product ID: SRV1_4

Quantity: 2 (AU)

Choose edit item ( ) and enter an Actual Duration of 60 Minutes.

Choose Back.

© SAP AG CR100 10-31

Choose the status Completed.

Choose Save.

__________________ [→ Data sheet]

1-2-2 Create a billing document for your confirmation.

Choose Basic Functions.



Choose Search.

Select the line ( ) with your entry.

Choose Individual Billing.

Choose Continue.

Choose Save.

_____________ [→ Data sheet]


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.


1-3-1 Check the Billing-relevance indicator for the item category SVCP (which was determined in your transaction).

SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Relevance of Item Categories

Go to item category SVCP.

Billing relevance: Transaction-Related billing According to Order Quantity

1-3-2 Find out which item category for billing is assigned to your source process category ZSEC (Confirmation) and source item category SVCP.

SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories


Go to the line with Source Process Category ZSEC and Source Item Category SVCP.

Billing item category SCN is assigned.

© SAP AG CR100 10-32


SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories


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.

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© SAP AG 2008

CRM Middleware: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix




4. Product Master




8. Actions

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CRM Middleware

CRM Middleware Overview

Business Documents (BDocs): Motivation

Data Exchange between SAP CRM -SAP ECC

Consistency and Monitoring of the Data Exchange

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CRM Middleware: Unit Objectives

At the end of this unit, you will be able to:Describe the main tasks of the CRM Middleware

Explain and perform the data exchange between an SAP CRM and SAP ECC (R/3) system

Administrate the essential features of the data exchange

Assess monitoring options for data exchange

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Technical Integration via CRM Middleware

CRM MiddlewareProvides seamless back-end integration

Provides groupware integration

Synchronizes Mobile Clients

Is an integral part of the CRM Server

It requiresNo additional softwareNo additional installationNo additional servers

CRM Middleware

The SAP CRM system with the CRM Middleware and CRM applications forms the core of the CRM system landscape. The CRM Server can run as a stand-alone solution or with various back-end systems. If SAP ECC (R/3) is the back-end system, only a plug-in is needed to handle the data exchange with the SAP CRM Server. This has to be installed separately depending on the ERP release level.

SAP CRM supports two types of mobile scenario: laptop computers and handheld devices. Laptops use the solutions for Mobile Sales and Mobile Service, which are synchronized (using the CRM Middleware) with the applications on the SAP CRM Server. Handheld devices can be used in either online or offline mode.

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CRM System Landscape

ERPBack end

CRM Server

Mobile Clients

CommunicationStation

SAP BI

Groupware

Third-Party System

The CRM Server contains the CRM Middleware, which handles the data exchange between internal applications and major external components (for example, a back-end SAP ERP system, SAP BI system or non-SAP system). The CRM Middleware also synchronizes the databases of mobile clients with the CRM database.

Mobile clients are normally laptop computers on which the Mobile Sales/Mobile Service application is executed. Mobile clients are usually connected temporarily to the CRM Server for the data exchange. The mobile clients are connected to the CRM Server via the communication station.

SAP NetWeaver Business Intelligence

The CRM Middleware can exchange messages with non-SAP systems via standard interfaces such as XML – SOAP.

Supported groupware solutions: Microsoft Exchange and Lotus Domino.

If you want to link more than one CRM system or more than one ERP system, see Notes 640570, 853430, 1084315 and 1143540.

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CRM Server Architecture

CRM Server

NetWeaver Application Server(SAP Web Application Server) CRM Database

CRM Middleware(main part)

CRM Application• CRM Interaction Center • CRM Web Channel (Internet Sales)• Marketing Planning and Campaign

Management

Business Objects• Product• Business partners• Business Transaction

CRM Adapter (validation

service)

BW Adapter

XIF AdapterXIF Adapter(XML/IDoc)(XML/IDoc)

ASCII AdapterASCII Adapter

R/3 AdapterR/3 Adapter

Mobile ClientMobile ClientAdapterAdapter

Groupware AdapterGroupware Adapter

The data exchange between the CRM Middleware and external systems is performed via adapters. The adapters map and convert data between various formats.

The CRM system supports the handling of CRM business objects such as business partners, activities, opportunities, products and product catalogs in several CRM functional areas such as CRM Web Channel, CRM Interaction Center, Telesales, and Campaign Management. The CRM Server applications exchange data with the CRM adapter via the CRM Middleware.

Business Documents (BDoc) are used for data exchange and data processing within a CRM system environment (business documents process and transfer business objects as a single unit). Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used for messaging between components such as SAP ECC and SAP CRM.

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Middleware Broker

Middleware BrokerMobile Clients

Exchange customer: Smith

KNA1 ADRC KNVV...

BDoc “Smith”

Idea: To process or transport business objects as a single unit

Business Documents (BDocs): Motivation

Mobile Clients

ERP

ERP

The advantage of using Business Documents (BDocs) as a data container for processing business objects that logically belong together (for example, all data about one order or one partner) and for transporting them in a single unit is that this avoids having to process or transport several individual table entries.

BDoc messages are used for data processing within the CRM system and for data replication in mobile clients.

BDoc types are defined and managed in the BDoc Repository with the the BDoc Modeler.

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Customer BDoc “Smith”: TASK = “update”Fields: CITY1 = “New York”, STREET = “1 Broadway”

also: “insert” or “delete”

(contains only modified fields)

Distinction:BDoc type (structure)

BDoc message

BDoc ClassesMessaging BDocs

Synchronization BDocs (mobile only!)

What are BDocs?

mBDoc

SBDoc

KNVV

ADRC

KNA1

When talking about BDocs, a distinction must be made between BDoc type, the BDoc instance and the BDoc message:

A BDoc type or BDoc structure must be defined for each required business object, for example, contact person and sales order. It contains all table entries that make up the corresponding business object.

A BDoc instance is a concrete example of a given BDoc type containing all field values. It does not exist as a BDoc yet but is still to be found in the database.

A BDoc message (or just BDoc) contains modified fields only. These include new fields and deleted fields. The difference between a BDoc message and a BDoc instance is that there is only one BDoc instance for a business object but there can be multiple BDoc messages (with their own IDs) for one BDoc instance. However a BDoc instance is replicated to a mobile client using a BDoc message where all fields are filled.

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R/3 Adapter

mBDocCRM DB(CRM applications)

SAP ECC or other system

R/3 Adapter

Validation

Inbound and Outbound Processing

Queue

Queue

Admin.Console

mBDoc

Inbound

Outbound

During a data exchange, the data enters the CRM Server through the appropriate queue. The data is validated through a validation service. The messaging layer uses messaging BDoc types for the data exchange with the CRM Server applications, ERP back end systems and external systems.

The administration console determines the recipients of the data. The appropriate adaptor services are called and sent to the outbound queue.

The CRM Middleware can apply simple intelligent replication to messaging BDoc types. A messaging BDoc type acts like an envelope: the CRM Middleware cannot access the data inside the envelope but can access data on the envelope. Each application uses different address information so that, for example, sales orders can be routed according to the sales organization.

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Data Exchange between ERP Back End and the CRM System

CRM System

ERP System

Initial load and delta load controlled by ?Object

Management

Delta load controlled by administration console

Initial loads from the ERP to CRM system are controlled by Object Management. You can use filter criteria to restrict the range of the data according to your requirements. Any filter criteria also apply to the delta data exchange.

To start the initial load, use transaction R3AS (SAP Menu → Architecture and Technology → Middleware → Data Exchange → Initial Load → Start)

Any filter criteria that are changed later on must be checked very carefully as, in some circumstances, this can lead to inconsistencies in the dataset. See SAP Note 544001 for more information about this.

The distribution of data from CRM to other systems (including ERP) is controlled by the administration console.

SAP Menu → Architecture and Technology → Middleware → Administration → Administration Console (transaction SMOEAC)

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Customizing

Conditions

Back-End Integration: Supported Objects

ECC (R/3)

CRM

Business partners

Products

Equipment

Sales Orders

Quotations

Accounting Documents

Billing Status

Adapter objects can be exchanged between a source system and a target system, for example, between an SAP ECC system and the CRM Server. Examples are business partner master data, orders and product master data. Adapter objects are stored in table SMOFOBJECT. They are grouped as follows:

Business objects

Customizing objects

Condition objects

Which objects are loaded to which target systems depends on the business process and has been defined for each application. Generally, initial loads and delta loads can be performed from SAP ECC (SAP R/3) to CRM and vice versa (and from CRM to CDB in the case of mobile scenarios).

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Object Management – Initial Load

CRM Server

CRM DB

ERP System

ECC DBR/3

Adapter

R/3

Plu

g-In

Singular data load from one system or database to another

Due to dependency of objects, a specific sequence is necessary during the data load

Customizing

Business Objects

Parent/child relationship between different objects

You can load Customizing objects and business objects from the SAP back-end system to SAP CRM.

Customizing objects are usually loaded before business objects.

Occasionally, the sequence in which objects are loaded may be significant, for example when downloading customer material info records from SAP ECC. In such cases, you must load business partner information, material masters and plant information first before you begin to load customer material information.

To start the initial load, choose the following path: SAP Menu → Architecture and Technology → Middleware → Data Exchange → Initial Load → Start.

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Customer Customer Master

Table Field OP LowKNA1 KTOKD EQ 0006

Object filter settings

High

Object-specific filter criteria:

Object Management – Load Filtering (Initial/Delta)

Interaction Contact Person MasterBill of Material Bill of MaterialAttribute Classification: Attrib.

Business ObjectsName Description Filter settings Inactive

The objects to be exchanged between CRM and SAP ECC systems can be filtered using filter criteria.

Filters for the initial load are also used for the delta load from the SAP R/3 system. For the initial load toward the SAP R/3 system, there is no filtering of the load objects.

Filter settings, which are stored in table SMOFFILTAB, refer to table fields. The filter for business objects are predefined (stored in table SMOFFILFLD) whereas filters for Customizing or condition objects can be set on existing fields.

Filter options allow the filtering of business objects at the source, at the target, or at both the source and the target for business objects. However, business data are usually filtered at the source. Customizing or condition objects can be filtered at the source only.

Saving a filter entry triggers the automatic transfer to the plug-in in SAP ECC.

The transaction to specify the filter criteria is found under the following path: Architecture and Technology → Middleware → Data Exchange → Object Management → Business Objects, Customizing Objects or Condition Objects.

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StartSelect the objects to be loaded from the SAP ECC system or from the CRM database

Select the source and destination sites

Start the initial load

MonitoringMonitor objects

Use the monitoring cockpit

Starting and Monitoring the Initial Load

While there are no restrictions for repeating data transfers from SAP ECC (R/3) to CRM, data transfers from CRM to the consolidated database follow a different logic. To avoid inconsistencies between the consolidated database and mobile application databases, a repeated initial data transfer from CRM to the consolidated database is prevented. If you are sure that no Mobile Clients have been supplied with data or that no data can be extracted again, then a repeated initial data transfer from CRM to the consolidated database can be carried out. To do this, you must change an entry in table SMOFINICUS (for more information, go to the SAP Library).

The transaction used to monitor the initial load is under Architecture and Technology → Middleware → Data Exchange → Initial Load → Monitor Objects. If the initial load is not successful, read SAP Note 309734. This contains some useful hints on making a general error analysis.

You can also use the middleware portal or monitoring cockpit under Architecture and Technology → Middleware → Monitoring → Central Monitoring → Monitoring Cockpit.

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Replication Administration – Administration Console

Star-like replication

No hierarchical distribution networks

Replication to sites, not persons

Site D(ECC back end)

Site E (Non-SAP-system)

Admin?Console

Sites A-C(Mobile Clients)

D

A

B

E

C

The replication takes place in a star-like formation from the CRM Server to the mobile clients (sites A, B and C), SAP ECC back end (site D) or non-SAP back end (site E).

There is no hierarchy in this system. The data is therefore stored in the CRM database and in the local client databases. No storage repository exists for regulating distribution.

Data is replicated to sites (local databases) and not to individual persons. A replication model defines the rules for how data is distributed. The replication model is created and administered in the administration console.

The main tasks performed with the administration console are:

Setting up and maintaining the replication, in other words, maintaining replication objects, publications and subscriptions

Managing mobile employee (users) and their passwords

Defining sites, the logical representation of data receivers within the CRM Middleware

Assigning employees to sites (for mobile client sites only)

Defining and administering organizational structures.

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BDoccomplex structure

Replication ObjectDistribution method: Simple bulk or intelligent

Potential criteria fields

PublicationLogical grouping of criteria fields

SubscriptionConcrete values for criteria fields

Replication Model

Site ASite BSite C

The above model describes simple intelligent replication - such as transfer of data to the mobile clients.

The BDoc Modeler can be called using the following path:

SAP Menu → Architecture and Technology → Middleware → Development → Meta Object Modeling → BDoc Modeler

Replication objects, publications and subscriptions can be administered using the administration console.

There is a 1:1 relationship between the BDoc and the replication object.

There is a 1:n relationship between the replication object and publication (mBDoc).

There is a 1:n relationship between the publication and subscription.

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Data Consistency

Data Integrity ManagerSynchronization of transactional data

RequestsFor data with no delta load capability

CRM ECC(R/3)

In certain cases, you need tools to correct the data inconsistency.

Data Integrity Manager: for more information, see the next slide.

Requests: If you already know where the inconsistencies are you can use a request. The request loads selected data (business, customizing data and conditions) from an ERP back end to the CRM Database or vice versa. Note that the Request of objects from the CRM Database to an ERP back end is not supported for all objects. The transactions to define and start a request are R3AR2 and R3AR4, respectively

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Cross-component data integrity

Functions at a glanceFramework for comparing and re-synchronizing databases

Comparison of business objectsAt object instance level

At field level

Synchronization of business objectsLoading of missing objects

Synchronization of ?object details

Data Integrity Manager

CRM server

Re-synchronize

ERPback end

ComparisonNon-SAP SystemNot standard,?can be enhanced

With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objects across components within the SAP CRM system landscape.

The Data Integrity Manager compares data in different components and displays inconsistencies. The data comparisons are always carried out for the CRM database, the R/3 back-end database, the CRM database and the consolidated database.

For many objects, it is also possible to synchronize the data with the Data Integrity Manager.

There are two comparison types available in the Data Integrity Manager: header data comparison and detailed data comparison. A header data comparison checks whether object instance exist in both databases. A detailed data comparison compares all data of an object instance found in both databases.

A header data comparison is not possible for some objects. When this is the case, the detailed comparison is carried out.

See (composite) SAP Note 531217 "Data Integrity Manager (DIMa)" for more information.

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Monitoring Overview

CRM Server

SAP ECC System

qRFC

qRFC

Display RFC inbound queues

DisplayBDoc

Messages

ApplicationOutbound

queues

Inbound queuesBDoc Flow Outbound

queues

Adapter?Framework

Display RFC outbound queues

Display tRFC Requests

MW Trace Monitor objects

CRM Middleware Monitoring Cockpit

Useful transactions:

SMWP (Monitoring Cockpit)

SMW00 (Error Handler)

SMW01 (Display BDoc Messages)

SMW02 (BDoc Message Summary)

SMQ1 (Outbound Queue Monitor)

SMQ2 (Inbound Queue Monitor)

SMQR (Queue-In Scheduler)

SMQS (Queue-Out Scheduler)

SMWT (Middleware Trace)

R3AS (Start Initial Load)

R3AC6 (Define Middleware Parameters)

R3AR2 (Define Requests)

R3AR3 (Monitor Requests)

R3AR4 (Start Requests)

SDIMA (Data Integrity Manager)

SBDM (BDoc Modeler)

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Displaying BDoc Messages – SMW01

Select a BDoc

message

Display trace

Display the classical part

Processing status of a BDoc message

Display the extended part

Reprocess BDoc message

Delete BDoc message

Monitor load objects

Neighbors

Error tracking

Display errors/recipients

The Display BDoc Messages function lists all BDoc messages (transaction SMW01). It displays the following:

The BDoc ID and BDoc type; the BDoc status; the flow context; the queue name; the date and time when the BDoc message was sent.

The flow trace; the data and error segment; the service in which the error occurred (last service reached); the recipient list.

BDoc succession in the case of a mobile scenario

Successfully processed messages appear with a green light, those still in process with a yellow light, and those with an unrecoverable error with a red light. If a message is in process and does not get processed within a reasonable amount of time, it is possible to restart the message, view the message content, or discard the message. A BDoc message can be flagged as deleted. (However, note that deleting BDoc messages can lead to data inconsistencies.) It is also possible to make a second attempt at processing.

You should delete successfully-processed BDoc messages at regular intervals. This is usually done using scheduled reorganization jobs.

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Data transfer from CRM to ERP systemCheck BDoc messages including the middleware trace information

Check the outbound queue

Check table BDOC_TRACK in SAP ECC system

Check outbound queue of SAP ECC system

Check inbound queue of SAP CRM system

Hints for an Error Analysis

ERP System

Status information

CRM ServerOutbound

queues

DeltaLoad

Inboundqueues

Outboundqueues

Data Upload to Application

1.2. 3.

5.

mBDoc

4.

A possible error is that a business object is processed in a CRM Server application, but the change (delta load) is not transferred to the SAP R/3 system.

In case of errors or missing data updates in the target system, you can perform the following steps:

Check the displayed BDoc messages including the middleware trace information.

Check the outbound queue

Check the table BDOC_TRACK in the SAP ECC system (which shows information on the data handling of the ERP application).

Check outbound queue of SAP ECC system

Check inbound queue of SAP CRM system

In addition, you should check the RFC destination and the logical system assigned to your site (in the administration console), and the CRM Middleware parameter settings in the CRM system and the SAP ECC system (for example, CRMRFCPAR).

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CRM Middleware: Unit Summary

You are now able to:Describe the main tasks of the CRM Middleware

Explain and perform the data exchange between an SAP CRM and SAP ECC (R/3) system

Administrate the essential features of the data exchange

Assess monitoring options for data exchange

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Exercises

Unit: CRM Middleware Topic: Administration Console


• Make and reproduce certain settings in the administration console.

The settings in the administration console are instrumental in defining data distribution to other systems.

For this reason, you should make sure you are familiar with some administration console’s features.

1-1 Familiarize yourself with the administration console. The administration console essentially specifies which data from the CRM system is to be distributed to other systems.

1-1-1 Start the administration console.

1-1-2 Display the details for the Site object.

Display the details for the R/3 site.

What is the RFC destination of the site and what is the logical system?

RFC Destination: __________________

Logical system: __________________

1-1-3 Take a closer look at the RFC destination and perform a test to find out which system is being addressed.

To display the RFC destination, use transaction SM59 (Configuration of RFC Connections).

Find the corresponding destination and test this by carrying out a remote login (test).

1-1-4 Examine the existing assigned subscription All Business Partners (MESG).

What is the assigned publication and replication object?

_________________

_________________

Are there criteria values assigned to the subscription?

_________________

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Unit: CRM Middleware Topic: Object Managmement and Data Transfer

from an ERP System


• Make settings for the data exchange of business partners from the ERP system to the CRM system.

Before carrying out the initial load, you need to perform some important preparatory tasks. These include defining suitable filter criteria for data transfers.

You familiarize yourself with object management so that you can define data transfers from the ERP system to the SAP CRM system more accurately.

2-1 Familiarize yourself with object management. In object management, you specify which data is to be transferred from the ERP system to the CRM system.

2-1-1 Take a look at the details for the CUSTOMER_MAIN business adapter object. Which Business Document (BDoc) is the adapter object linked to?

2-1-2 Do filter settings exist that restrict loading of ERP business partner data?

2-1-3 In the ERP system, create a new (customer) business partner for the account group Sold-to party R/3 ---> CRM and check whether this is transferred successfully to the SAP CRM system.

Use transaction VD01 or choose SAP Menu→ Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Create → Sales and Distribution

Enter a form of address, a name and the country.

Save the master record make a note of the number.

______________

2-1-4 Is the business partner displayed in SAP CRM?

Perform a search in business partner processing using the R/3 customer number. What number does the business partner have in the SAP CRM system?

For test purposes, use transaction BP in the SAP GUI to display the business partner.

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Unit: CRM Middleware Topic: Data Exchange and Troubleshooting


• Call a monitor that is important for data exchange

• Process incorrect BDoc messages

It is inevitable that BDoc messages will occasionally be processed with errors. You deliberately cause an incorrect data transfer for a business partner. You then search for the error and rectify it.

Optional Exercises 3-1 In the following exercise you exchange business partner data between the ERP and

SAP CRM systems and, in doing so, cause a deliberate error during data transfer. Using a suitable monitor, you perform an error analysis and rectify the problem.

3-1-1 In the SAP CRM system, open the business partner ##Stockmann in Change mode.

3-1-2 In the ERP system, change the customer ##Stockmann by entering an additional region and saving the master record (for example).

3-1-3 Check that this change is displayed in the SAP CRM system. To do this, exit the business partner transaction and restart it.

3-1-4 Take a look at the BDoc message that was generated during this data exchange.

Use transaction SMW01 or SAP Menu → Architecture and Technology → Middleware → Monitoring → Message Flow → Display BDoc Messages

Select the *number of the business partner using the queue name, for example.

To do this, you need to display the additional selection options.

3-1-5 Take a look at the error message. Why does the message have the error status (E04)?

3-1-6 Ensure that the business partner ##Stockmann is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again.

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Solutions

Unit: CRM Middleware Topic: Administration Console

1-1 Familiarize yourself with the administration console. The administration console essentially specifies which data from the CRM system is to be distributed to other systems.

1-1-1 Start the administration console.

SAP menu → Architecture and Technology → Middleware → Administration → Administration Console

1-1-2 Display the details for the Site object.

Display the details for the R/3 site.

Choose Object Type Site and then Display object ( ).

Double-click the entry under the R/3 node.

Choose Site Attributes.

What is the RFC destination of the site and what is the logical system?

The RFC destination is DII_800 and the logical system is T90CLNT090.

1-1-3 Take a closer look at the RFC destination and perform a test to find out which system is being addressed.

To display the RFC destination, use transaction SM59 (Configuration of RFC Connections).

Find the corresponding destination and test this by carrying out a remote login (test).

Call transaction SM59 and choose the ABAP connection DII_800.

Choose Remote Logon.

A new session is started in the ERP system.

Close the session again.

1-1-4 Examine the existing assigned subscription All Business Partners (MESG).

Double-click the entry All Business Partners (MESG) in the dialog structure on the left or R/3 in the site details (Subscriptions tab page).

What is the assigned publication and replication object?

If you called up the details of the subscription, choose the Publications tab page. The publication name is All Business Partners (MESG).

Are there criteria values assigned to the subscription?

No. The replication object is of the simple bulk type and cannot be assigned criteria values.

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Unit: CRM Middleware Topic: Object Management and Data Transfer from an

ERP System

2-1 Familiarize yourself with object management. In object management, you specify which data is to be transferred from the ERP system to the CRM system.

2-1-1 Take a look at the details for the CUSTOMER_MAIN business adapter object. Which Business Document (BDoc) is the adapter object linked to?

SAP menu → Architecture and Technology → Middleware → Data Exchange → Object Management → Business Objects

Select CUSTOMER_MAIN and choose Details ( ).

Linked BDoc: BUPA_MAIN.

2-1-2 Do filter settings exist that restrict loading of ERP business partner data?

Choose the R/3 source site on the Filter Settings tab page.

No filters have been maintained. 2-1-3 In the ERP system, create a new (customer) business partner for the account

group Sold-to party R/3 ---> CRM and check whether this is transferred successfully to the SAP CRM system.

SAP menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Create → Sales and Distribution

Account group: Sold-to party R/3 ---> CRM

Choose ENTER.

Title: Company

Name: ##Transfer

Country: US

Save the master record make a note of the number.

______________

2-1-4 Is the business partner displayed in SAP CRM?

Perform a search in business partner processing using the R/3 customer number. What number does the business partner have in the SAP CRM system?

For test purposes, use transaction BP in the SAP GUI to display the business partner.

Search for the business partner using the locator.

Find: Organization

By: R/3 customer number

(Number): Customer number

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Unit: CRM Middleware Topic: Data Exchange and Troubleshooting

Optional Exercises 3-1 In the following exercise you exchange business partner data between the ERP and

SAP CRM systems and, in doing so, cause a deliberate error during data transfer. Using a suitable monitor, you perform an error analysis and rectify the problem.

3-1-1 In the SAP CRM system, open the business partner ##Stockmann in Change mode.

SAP Menu → Master Data → Business Partners → Maintain Business Partner

Open the business partner ##Stockmann and switch to change mode.

3-1-2 In the ERP system, change the customer ##Stockmann by entering an additional region and saving the master record (for example).

SAP menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Change → Sales and Distribution

Customer: <Number of ##Stockmann>

Choose ENTER.

Region: for example, 01

Save your data.

3-1-3 Check that this change is displayed in the SAP CRM system. To do this, exit the business partner transaction and restart it.

SAP Menu → Master Data → Business Partners → Maintain Business Partner

The changes are not displayed.

3-1-4 Take a look at the BDoc message that was generated during this data exchange.

SAP menu → Architecture and Technology → Middleware → Monitoring → Message Flow → Display BDoc Messages

Select the *number of the business partner using the queue name, for example.

Choose Expand additional selection options ( ).

Queue name: *Number of business partner

Choose Execute ( ).

If several entries are listed, search for the correct entry using the send time and send date.

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3-1-5 Take a look at the error message. Why does the message have the error status (E04)?

Select the relevant entry (red traffic light) and choose BDoc Message Error / Recipient ( ).

One of the messages indicates that the business partner is currently being processed.

3-1-6 Ensure that the business partner ##Stockmann is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again.

Select your entry and choose Reprocess BDoc Message ( ).

The message that follows is very important and in this case you can answer using Yes.

After reprocessing, the CRM business partner should contain the correct data and one region only.

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CRM WebClient UI: Overview Diagram: Overview Diagram




4. Product Master




8. Actions


10. CRM Billing

11. CRM Middleware


Appendix

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CRM WebClient UI

Overview of the CRM WebClient UI

Overview of adjustments that can be made to the CRM WebClient UI

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CRM WebClient UI - Unit Objectives

At the end of this unit, you will be able to:Explain the CRM WebClient UI and its basic structure

Make some of the relevant Customizing settings for adjusting thenavigation bar

Describe and call the UI configuration tool

Name the tools for advanced adjustments to the user interface

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CRM WebClient UI - Application

All CRM users have the same user interface

The CRM WebClient UI is designed for users in companies and provides a role-based workspace with easy navigation and user interfaces.

The SAP GUI is used only for administrative tasks in SAP CRM 2007. The People-Centric UI (PC UI) is no longer supported. For more information, see SAP Note 1118231. For more information about browsers that support SAP CRM 2007, see SAP Note 1114557.

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Adjusting the CRM WebClient UI

There are several tools that can be used to adjust the CRM WebClient UI.

Examples of adjustments:Visibility of navigation bar entriesAdding external applicationsChanging field labelsPositioning fields in viewsPositioning existing fields in viewsGenerating and displaying customer-specific fields on the user interfaceConfiguring assignment blocks/overview pages/work centersAdjusting searches and result lists

Tools

Customizing business roles and navigation barsTransaction LauncherBSP Components WorkbenchUI Configuration ToolEasy Enhancement Workbench (EEWB)Design Layer Customizing

UI Config Tool

Design Layer

EEWB

Role/NavBarCustomizing

BSP WD ComponentWorkbench

This slide shows an overview of the tools that can be used to adjust the CRM WebClient UI. Some of these tools are described by the following slides.

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Business Roles

Interaction Center Agent

Sales Personnel

Marketing

SAP CRM business roles come with specific functions and pieces of

information

The standard SAP CRM system contains a number of predefined business roles for different CRM users. These business roles include:

MARKETINGPRO (Marketing)

SALESPRO (Sales)

SERVICEPRO (Service)

ECO-MANAGER (Web Channel)

ANALYTICSPRO (Analyses)

CHM-CM / CHM-PM (Partner Channel Management)

IC-AGENT / IC-MANAGER / IC_SSC_AGENT (Interaction Center)

A number of other industry-specific or partially industry-specific roles

User rules are maintained in Customizing.

SAP Implementation Guide → Customer Relationship Management → Business Roles → Define Business Role

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Assignment of a Business Role

Entire Company

Marketing Team

Sales Team

Peter Fellows

Brigitte Lerp

1. Choose the relevant organizational unit or position

Sarah Hodder

Position Marketing 1

Position Sales 1

Position Sales 2

2. Choose Goto→ Detailed Object → Extended Object Description

3. Choose Create/Change/Display Business Role

In the organizational model a business role is assigned to an organizational unit or position.

Employees (with users) or just users are assigned to positions.

You can edit the organizational model in the SAP GUI and the CRM WebClient UI.

For test purposes, user parameter CRM_UI_PROFILE can be used to assign a business role directly to a user.

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CRM WebClient UI - Terminology

Work center

Link group forwork center

Work center

Group of direct links

Logical links

This slide shows some of the important terms that are used in the CRM WebClient UI.

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Customizing Business Roles and Navigation Bars

Customizing of navigation bars

Customizing of business roles

The joint Customizing of business roles and navigation bars means that users are assigned only the role-specific entries, tasks, reports and information that are relevant to them.

The navigation bar profile is assigned to a business role.

All of the displayed links are part of the navigation bar profile. These links are partially grouped (reusability).

You can define work centers and links in a business role as inactive or hidden.

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Logical Links

LinkWork centerLaunch transactionBI Report

Category

Link ID SLS-ACT-CR

This slide illustrates the four types of logical links.

Link: opens a CRM application such as the search or creation page.

Work center: opens a work center (for example, sales cycle (SALESPRO) or service order SERVICEPRO))

Launch transaction: uses the transaction launcher to open an integrated external application.

BI Report: opens a BI report page.

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Adding External Applications – ITS

Via ITS

You can add external application to the CRM WebClient UI by using the transaction launcher and SAP Internet Transaction Server (ITS). These include:

Web sites of your choice

Transactions in an ERP system

Administration transactions in the CRM system

See Note 990216 for the relevant ITS settings and the correct way of calling SAP GUI transactions with ITS.

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Technical Information

F2

Use function key F2 to display the technical information for the component, the view names and other details.

Using specific personalization options, certain users can display special keys in the CRM WebClient UI. A user can use these keys to start the UI configuration directly.

Personalize →Personalize settings : Activate configuration mode.

Note: Authorization object CRMCONFMOD controls whether users can activate the configuration mode.

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The Component Workbench

Controller

Model:Context and context nodes

View: Layout

The component workbench is a useful tool to manage UI components.

Procedure for starting the UI configuration:

To start the component workbench, choose

IMG path: SAP Implementation Guide → Customer Relationship Management → UI Framework →UI Framework Definition → Configure User Interface or

Transaction code BSP_WD_CMPWB.

The access BSP WD screen is displayed.

Note:Use the icon next to the component field to toggle the display of the enhancement set field. An enhancement set is a parenthesis around several enhancements of an application component.

Choose Display.

The standard view of the structure for the chosen application component is displayed.

Under the component structure browser, expand the nodes beneath Views.

Double-click the view you want to edit.

Choose Configuration.

The system displays the configuration of the view.

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The UI Configuration Tool

You can use the UI configuration tool to configure views and pages that are made up of different views. These include:

Form views

Tables and hierarchies

Search pages

Overview pages

Start pages and work centers

Typical changes that can be carried out with the UI configuration tool include:

Adding and removing fields

Changing the item of fields

Adding headers

Editing field properties (for example, required entry fields)

Configuring search criteria

Configuring result lists

Displaying assignment blocks (direct, lazy)

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Role Configuration Key

Customizing: Creation of a role configuration key

Customizing: Assignment of role configuration key to business role

1.

2.

Customer-specific adjustments to the UI must be performed using a role configuration key.

The role configuration key is created in Customizing:

SAP Implementation Guide → Customer Relationship Management → UI Framework → UI Framework Definition → Define Role Configuration Key

A business role is assigned to the role configuration key.

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Creating Customer-Specific Configurations

Choose Copy Configuration to create a copy of the standard SAP configuration (for example).

Adjust your configuration according to your business requirements.

Save your configuration (transport requests are indicated).

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Easy Enhancement Workbench

Project

Enhancement 1

PackageTransport requestsNamespace

Enhancement 3

Enhancement 2

Business objectEnhancement category



Business partnersBusiness partner relationshipsCRM Business transaction

ActivityComplaintLeadOpportunitySales transactionService transaction

Sales contractService contractCaseInstalled base ObjectProduct master relationshipsMarketing elements (for example,campaigns)Service confirmationCounterOther ?objects

Available business objects

Transaction: EEWBConfiguration: EEWC (also in ERP if necessary)

Business objects provide different enhancement categories

The Easy Enhancement Workbench is a development tool that can be used to enhance SAP applications (called business objects from now on).

Wizards are used in the workbench to define customer enhancements of business objects. The workbench takes over all other development activities from the user (database tables, screens and application logic are created automatically). The customer enhancement is then added to the standard SAP system automatically.

This means that users without ABAP knowledge can also make enhancements to the standard SAP system. Customer enhancements can be achieved more quickly and are easier to maintain.

The technical composition of an enhancement created with the Easy Enhancement Workbench is no different from one created manually. In both cases, transportable ABAP objects are created and the same customer exists, business transaction events or BAdIs are implemented.

The only difference is the way that the required objects are created. The automation provided by the Easy Enhancement Workbench is achieved through template objects that are adjusted to the enhancement definition and created by a generator.

In most cases, the enhancement applies to all systems. For example, when you enhance a business object in CRM, the data exchange to other systems (BDoc) is also adjusted.

The system landscape must be configured appropriately for cross-system generation.

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Component Enhancements - Changing Views

Standard view

Copied and

adjusted view

Existing views can be copied to the customer namespaceThe copy can be adjusted (for example, new pushbuttons, events, Z tables)Exchange of the view(s) takes place for the runtimeWizard support within components workbench

The framework enhancement concept is based on component enhancements; in other words, it involves enhancements to the functions of the standard components, standard views and standard controllers that are provided by SAP. If you want to adjust standard SAP components according to your business requirements for example, first check whether you can use the UI configuration tool. If you want to make functional changes in a component, you must use the enhancement concept. You can also create your own components.

You use an enhancement set to merge several component enhancements.

For more information about the enhancement framework concept, see SAP Note 1122248.

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CRM WebClient UI - Summary

You are now able to:Explain the CRM WebClient UI and its basic structure

Make some of the relevant Customizing settings for adjusting thenavigation bar

Describe and call the UI configuration tool

Name the tools for advanced adjustments to the user interface

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Exercises

R-

Unit: CRM WebClient UI Topic: Business Roles


• Copy a business role

• Make minor adjustments to a business role in Customizing

• Make minor UI adjustments to an application

You want to examine the business roles that structure the CRM WebClient UI and make minor adjustments to the user interfaces.

1-1 Examine an existing business role from within the application.

1-1-1 How many main entries are there in the navigation bar of a user who is logged on with the role SALESPRO?

1-1-2 How many entries are there at the second level ( ) in Account Management? 1-1-3 How many quick create entries are there in the lower area of the navigation bar?

1-2 Copy an existing business role in Customizing. Make a minor adjustment to this

role then assign it to a position in organizational management. 1-2-1 Copy the existing business role SALESPRO with all dependent entries to

Z##SALES (##Sales) and use the PFCG role ID Z##_CRM_UIU_SLS_PROFESSIONAL.

1-2-2 Assign the business role that you have just created to the position ##Manager (Head of Trade Fair Dept. ##) within the IDES CRM Training Company.

1-2-3 Log on to the CRM WebClient again What do you notice? 1-2-4 Adjust the new business role.

a) What is the work center ID of Account Management? b) Deactivate the E-Mail Inbox work center. c) Remove the In Menu indicator from the work center group link entry: Work Center ID: SLS-ACC Group ID: SLS-MD-SR Logical Link ID: MD-BPH-SR d) Remove the Visible indicator from the direct link groups: Group ID: SLS-CREATE Logical Link ID: MKT-LEA-CR

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1-3 Test your changed business role by logging on to the CRM WebClient UI again and selecting your business role. 1-3-1 Log on to the CRM WebClient UI and choose the new Z##SALES business

role. a) Is the E-Mail Inbox entry displayed in the navigation bar? b) Go the second navigation level for Account Management. What do you notice? c) How many quick create entries are there in the lower area of the navigation bar?

2-1 Adjust the UI for the Account application. You want to make customer-specific

changes to the display of the Account Details (general data). Use the UI configuration tool to do this. 2-1-1 Determine the technical information for the Account (General Data)

application. What is the component, the view and the role configuration key that is currently used? Start the CRM WebClient UI with your business role, search for the account ##Stockmann, choose Edit and place the cursor on the Name 1 field (for example). Function key F2 displays the required information.

2-1-2 In Customizing, create a role configuration key Z##RCK (## Configuration). SAP Implementation Guide → Customer Relationship Management → UI Framework → UI Framework Definition → Define Role Configuration Key

2-1-3 Use the Configure User Interface Customizing activity to start the UI configuration tool. a) Display the corresponding component. b) Go to the details of the corresponding view. c) Choose the Configuration tab page. d) Switch to change mode, choose the determined configuration and copy it to the new role configuration key. e) Make some UI changes by holding the ALT key and clicking a relevant field (for example). You can usually - Change field labels - Declare required entry fields - Move fields - Add new fields - Change the sizes of field names Save your changes.

2-1-4 Assign the role configuration key Z##RCK to the business role Z##SALES. 2-1-5 Restart the CRM WebClient UI and choose your business role. Change the

account ##Stockmann and test your settings.

Solutions R-

Unit: CRM WebClient UI Topic: Business Roles

1-1 Examine an existing business role from within the application.

1-1-1 How many main entries are there in the navigation bar of a user who is logged on with the role SALESREP?

Log on to the CRM WebClient UI and choose the SALESPRO business role.

There are eleven main entries (Home, Worklist, Reports and so on).

1-1-2 How many entries are there at the second level ( ) in Account Management?

There are three entries (Accounts, Contacts and Account Hierarchies).

1-1-3 How many quick create entries are there in the lower area of the navigation bar?

There are eight entries (create appointment, create quotation and so on).

1-2 Copy an existing business role in Customizing. Make a minor adjustment to this role then assign it to a position in organizational management.

1-2-1 Copy the existing business role SALESPRO with all dependent entries to Z##SALES (##Sales) and use the PFCG role ID Z##_CRM_UIU_SLS_PROFESSIONAL.

In Customizing, choose:

SAP Implementation Guide → Customer Relationship Management → Business Roles → Define Business Role

Select ( ) the SALESPRO entry.

Choose Copy As... ( ).

Business Role: Z##SALES

PFCG Role ID: Z##_CRM_UIU_SLS_PROFESSIONAL

Choose ENTER.

Choose Copy All.

Confirm the next dialog box and save the data.

1-2-2 Assign the business role that you have just created to the position ##Manager (Head of Trade Fair Dept. ##) within the IDES CRM Training Company.

Log on to the CRM WebClient UI and choose the SALESPRO business role.


Choose Search → Organizational Model.

Find by: Position

© SAP AG CR100 12-23

Description: ##Manager

Choose Search.

Navigate to the Details for position ##Manager.

Choose Edit in the details of the position.

Business Role: ##Sales.

Choose Save.

1-2-3 Log on to the CRM WebClient again. What do you notice?

The new entry ##Sales is displayed in the business role selection screen.

1-2-4 Adjust the new business role.

a) What is the work center ID of Account Management?

SAP Implementation Guide → Customer Relationship Management → Business Roles → Define Business Roles

Select the entry Z##SALES and double-click the Adjust Work Centers entry in the dialog structure on the left.

The work center ID is SLS-ACC.

b) Deactivate the E-Mail Inbox work center.

Set the Inactive indicator for the SLS-EMAIL ID.

c) Remove the In Menu indicator from the work center group link entry:

Double-click Adjust Work Center Group Links.

Choose Position.

Work Center ID: SLS-ACC

Group ID: SLS-MD-SR

Logical Link ID: MD-BPH-SR

Remove the In Menu indicator.

d) Remove the Visible indicator from the direct link groups:

Double-click Adjust Direct Link Groups.

Choose Position.

Group ID: SLS-CREATE

Select SLS-CREATE and choose Adjust Direct Links.

Remove the Visible indicator for MKT-LEA-CR.

© SAP AG CR100 12-24

© SAP AG CR100 12-25

1-3 Test your changed business role by logging on to the CRM WebClient UI again and selecting your business role.

1-3-1 Log on to the CRM WebClient UI and choose the new Z##SALES business role.

a) Is the E-Mail Inbox entry displayed in the navigation bar?

No, this entry is no longer displayed. b) Go the second navigation level for Account Management. What do you notice?

The search account hierarchies entry is no longer displayed at the second level.

c) How many quick create entries are there in the lower area of the navigation bar?

There are seven entries. The quick create entry for a lead is no longer displayed.

2-1 Adjust the UI for the Account application. You want to make customer-specific

changes to the display of the Account Details (general data).

2-1-1 Determine the technical information for the Account (General Data) application. What is the component, the view and the role configuration key that is currently used?

Start the CRM WebClient UI with your business role, search for the account ##Stockmann, choose Edit and place the cursor on the Name 1 field (for example).

Function key F2 displays the required information.

Component: BP_HEAD

View: AccountDetails

Role Configuration Key: ZTSALESPRO

2-1-2 In Customizing, create a role configuration key Z##RCK (## Configuration).



SAP Implementation Guide → Customer Relationship Management → UI Framework → UI Framework Definition → Define Role Configuration Key

Choose New Entries.

Role Config. Key: Z##RCK

Description: #Configuration

Choose Save.

2-1-3 Use the Configure User Interface Customizing activity to start the UI configuration tool.

SAP Implementation Guide → Customer Relationship Management → UI Framework → UI Framework Definition → Configure User Interface

a) Display the corresponding component.

Component: BP_HEAD

Choose Display.

b) Go to the details of the corresponding view.

Choose Views → BP_HEAD/AccountDetails.

Double-click this view.

c) Choose the Configuration tab page.

Log on with your CRM user and password.

d) Switch to change mode, select the determined configuration and copy it to the new role configuration key.

Choose Change ( ).

Choose Select Configuration.

Choose Copy Configuration.

Choose Yes.

Role Config. Key Z##RCK

Choose ENTER:

e) Make some UI changes by holding the ALT key and clicking a relevant field (for example).

You can usually

- Change field labels

- Declare required entry fields

- Move fields

- Add new fields

- Change the sizes of field names

Save your changes.

2-1-4 Assign the role configuration key Z##RCK to the business role Z##SALES.

In Customizing, choose:

SAP Implementation Guide → Customer Relationship Management → Business Roles → Define Business Roles

Select ( ) the Z##SALES entry.

Choose Details ( ).

Role Config. Key Z##RCK

Save.

2-1-5 Restart the CRM WebClient UI and choose your business role. Change the account ##Stockmann and test your settings.

© SAP AG CR100 12-26

© SAP AG 2008

Appendix: Overview Diagram


10. CRM Billing

11. CRM Middleware


Appendix

Unit1. SAP CRM 2007 –

Overview



4. Product Master




8. Actions

© SAP AG CR100 Appendix-1

© SAP AG 2008

Appendix

Customizing Paths



Selected Customizing Paths for CR100

General Customizing SAP Menu → Architecture and Technology → Configuration → Customizing

(Transaction SPRO)

Account Management / Business Partner

Basic settings

(access path)

SAP Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings...

Define roles Business Partner Roles → Define BP Roles

Define groupings Number Ranges and Groupings → Define Groupings and Assign Number Ranges

Define number ranges Number Ranges and Groupings → Define Number Ranges

Address types Address Determination → Define Address Types

Forms of address Forms of Address → Maintain Forms of Address

Identification numbers Identification Numbers → Define Identification Types

Define mini-templates SAP Implementation Guide → Customer Relationship Management → Master Data

Business Partner → Templates → Maintain Mini-Templates

Define templates SAP Implementation Guide → Customer Relationship Management → Master Data

Business Partner → Templates → Assign Mini-Templates to Templates

HR integration SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Integration Business Partner-Organizational Management → Set Up Integration with Organizational Management

Business partner hierarchy SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Account Hierarchy

Organizational Model Create organizational model SAP Implementation Guide → Customer Relationship Management →Master Data → Organizational Management → Organizational Model → Create Organizational Model

Division settings SAP Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Division Settings → Define Use of Division and Dummy Division


Define determination rules SAP Implementation Guide → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Determination Rules

Define organizational data profile

SAP Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Organizational Data Profile

Assignment of organizational units from SAP ECC (for example, mapping of sales organizations)

Customer Relationship Management → Master Data → Organizational Management → Assignment of Organizational Units from SAP ECC

Copy sales structure Customer Relationship Management → Master Data → Organizational Management → Data Transfer → Copy SAP ECC Sales Structure

Cross-system assignments of organizational units (for example, assigning company codes to the billing units)

Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units

Products General access I SAP Implementation Guide → Cross-Application Components → SAP Product

General access II SAP Implementation Guide → Customer Relationship Management → Master Data → Products

Access I → Basic Settings

Define Output Format and Storage Format of Produt IDs

Templates Templates → Maintain Mini-Templates

Define product types Access I → Settings for Product Type → Deactivate Product Types

Product category assignments

Access I → Product Category → Assign Category Hierarchies to Applications

Customized products Access II → Settings for Configurable Products → Allow Configurable Products for a Product Type

CRM standalone (without ERP)

Access II → CRM Standalone

Transactions Access SAP Implementation Guide → Customer Relationship Management → Transactions

Transaction types Basic Settings → Define Transaction Types

Item categories Basic Settings → Define Item Categories

Item category group Basic Settings → Define Item Category Group

Define item category Basic Settings → Define Item Category


determination Determination

Copy control for transaction types

Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types

Copy control for item categories

Basic Settings → Copying Control for Business Transactions → Define Copying Control for Item Categories

Define number ranges Basic Settings → Define Number Ranges

Define status profile Basic Settings → Status Management → Change Status Profile for User Status

Easy Enhancement Workbench

Basic Settings → Enhancements with the Easy Enhancement Workbench → Enhance Business Transaction with the Easy Enhancement Workbench

Access for basic functions SAP Implementation Guide → Customer Relationship Management → Basic Functions

Define text determination procedure

Text Management → Define Text Determination Procedure

Incompleteness Incompleteness → Define Incompleteness Procedures

Activities Access SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities

Define categories Maintain Categories, Goald, and Priorities → Maintain Categories

Define goals Maintain Categories, Goald, and Priorities → Maintain Goals

Define reasons Define Activity Reasons → Define Subject Profiles

Define questionnaires Questionnaires → Define Questionnaires

Questionnaire determination Questionnaires →Define Determination for Questionnaire: Business Activity

Activity journal Settings for Activities → Activity Journal

Subsequent referencing Define Object Relationship Profile

Partner Determination

Define partner functions SAP Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure

Define access sequences SAP Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Access Sequences

Define partner determination procedure



Actions Define action profiles and actions


Define conditions for actions SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Conditions

Set up action profile determination

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Set Up Action Profile Determination

Pricing Set up pricing (access) SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing

Define/display pricing procedure

→ Create Pricing Procedure

Define/display condition types

→ Create Condition Types

Define/display access sequences

→ Create Access Sequences

Condition tables → Create Condition Tables

Determine pricing procedure → Pricing in the Business Transaction → Determine Pricing Procedures

Define document pricing procedure

→ Pricing in the Business Transaction → Define Document Pricing Procedure

Define customer pricing procedure

→ Pricing in the Business Transaction → Define Customer Pricing Procedure

CRM Billing Access SAP Implementation Guide → Customer Relationship Management → Billing

Basic configuration (features)

Configure Application

Billing unit Define Billing Organizational Unit

Billing types Define Billing Types

Billing item categories Define Billing Item Categories

Determination of billing item categories

Item Category Determination → Assign Item Categories

Transfer to accounting Integration → Transfer of Billing Documents to Accounting → Transfer of Accounts Receivable (FI-AR) and Accounts Payable (FI-AP)

CRM WebClient UI Define business roles SAP Implementation Guide → Customer Relationship Management → Business Roles → Define Business Roles

Organizational model SAP Implementation Guide → Customer


Relationship Management → Business Roles → Define Organizational Assignment

Framework definition SAP Implementation Guide → UI Framework → UI Framework Definition

Navigation bar profile and more

SAP Implementation Guide → UI Framework → Technical Role Definition
