SAP CRM overview

SAPCRMSAP CRM Solution Overview

SAP CRM

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

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

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

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2008 © 2009 SAP AG. All rights reserved. iii

About This Handbook SAPCRM

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iv © 2009 SAP AG. All rights reserved. 2008

ContentsCourse Overview ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Course Goals .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viiCourse Objectives ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

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

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

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

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

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

Unit 6: SAP CRM Sales ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Account & Contact Management ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120Activity Management ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124Opportunity Management .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128Quotation and Order Management ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133Contract Management.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144Additional Topics in SAP CRM Sales.. . . . . . . . . . . . . . . . . . . . . . . . . . . . .147

2008 © 2009 SAP AG. All rights reserved. v

Contents SAPCRM

Unit 7: SAP CRM Interaction Center.... . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Interaction Center Agent Functionalities .. . . . . . . . . . . . . . . . . . . . . . . . .152Interaction Center Management ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164

Unit 8: SAP CRM Service ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Installation Management and Objects... . . . . . . . . . . . . . . . . . . . . . . . . . .172Service Contracts and Service Plans ... . . . . . . . . . . . . . . . . . . . . . . . . . .176Service Order Management ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180Additional Topics in SAP CRM Service ... . . . . . . . . . . . . . . . . . . . . . . . .193

Unit 9: SAP CRM Field Applications ..... . . . . . . . . . . . . . . . . . . . . . . . . . . 199Mobile Sales and Service ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .200Technical Aspects of Field Applications... . . . . . . . . . . . . . . . . . . . . . . . .205Mobile Sales for Handhelds ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212

Unit 10: SAP CRM Analytics .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217Overview of SAP CRM Analytics .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .218Analytical Methods .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .224Analysis Scenarios .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229Interactive Reporting ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233

Unit 11: SAP CRM Implementation & Operation ..... . . . . . . . . . . . . 243SAP Solution Manager ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .244Customizing SAP CRM ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258

vi © 2009 SAP AG. All rights reserved. 2008

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

Target AudienceThis course is intended for the following audiences:

� SAP ERP as well as non-SAP Customers and decision makers consideringan implementation of SAP CRM.

� Customers, consultants, project managers and key users who need to geta comprehensive and integrative overview of the key capabilities andprocesses of the SAP CRM solution.

Course PrerequisitesRequired Knowledge

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

Recommended Knowledge

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

Course GoalsThis course will prepare you to:

� Take up tasks that require basic knowledge of the SAP CRM solution.� Understand the individual SAP CRM processes and functions in the

marketing, sales and service area and the various interaction channels.� Get a solid understanding of integration aspects.

Course ObjectivesAfter completing this course, you will be able to:

� Describe the fundamental principles of SAP CRM.� Explain the processes, features and functionality offered by the applications

that make up the SAP CRM solution.� Explain how the SAP CRM solution can be deployed to support the business

processes in marketing, sales and customer service.

2008 © 2009 SAP AG. All rights reserved. vii

Course Overview SAPCRM

viii © 2009 SAP AG. All rights reserved. 2008

Unit 1Introduction to SAP CRM

Unit OverviewThis unit explains how SAP CRM is embedded in the business environment ofthe SAP Business Suite.

Furthermore the basic SAP CRM key processes of all key capabilities aredescribed.

Unit ObjectivesAfter completing this unit, you will be able to:

� Define Customer Relationship Management (CRM) as a business strategy.� Identify SAP CRM as part of the SAP Business Suite.� Briefly describe main functions and key processes of SAP CRM (Marketing,

Sales and Service).� Explain the utility of the SAP CRM Business Map and SAP Solution

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

perspective.

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

2008 © 2009 SAP AG. All rights reserved. 1

Unit 1: Introduction to SAP CRM SAPCRM

Lesson: What is CRM

Lesson OverviewDefiniton of Customer Relationship Management (CRM) as a business strategy

Lesson ObjectivesAfter completing this lesson, you will be able to:

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

Business ExampleCompetitive markets, demanding customers, and the need to optimize internalprocesses put companies under great pressure. They therefore demand a completesoftware solution that is easy to use, fully integrated, customized to meet specificrequirements, and flexible to implement.

Figure 1: What is CRM?

Customer Relationship Management can help you to stay totally connected toyour customers so you deliver the kinds of products and services that they trulyneed. It keeps the lines of communication open and helps to create lasting andprofitable relationships.

Goal of the usage of Customer Relationship Management is also to achieve �Oneface to the customer�, that means independent via which channel the customer iscontacting your company he or she should get consistent and actual information.


SAPCRM Lesson: What is CRM

Lesson Summary

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



Lesson: SAP CRM Overview

Lesson OverviewThis lesson introduces SAP CRM as part of the SAP Business Suite and brieflydescribes main functions and key processes of SAP CRM (Marketing, Sales andService).

Additionally the benefits of the SAP CRM Business Map and SAP SolutionManager are described.


� Identify SAP CRM as part of the SAP Business Suite.� Briefly describe main functions and key processes of SAP CRM (Marketing,


Manager.

Business Example

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


SAPCRM Lesson: SAP CRM Overview

The SAP Business Suite is a suite of business applications to enable companiesto manage the entire value chain across business networks, transforming into amore adaptive business.

The solutions in the SAP Business Suite are open and flexible, supportingdatabases, applications, operating systems, and hardware platforms from mostmajor vendors.

The SAP Business Suite consists of the following SAP solutions:

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

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

Figure 3: Company Departments with Customer Interaction

In daily business various departments like Marketing, Sales and Service interactdirectly and regularly with customers.

From a software point of view these employees need to have support to fulfill theirdaily tasks in an efficient and customer-oriented way.



Additionally based on the operational experiences it is necessary to monitor andanalyze your processes in particular to optimize your future business and customercontacts.

In addition to fulfill the different requirements of various industries (e.g. forMedia, Utilities, Pharmaceuticals, Public Sector, Telecommunications, High Tech)SAP CRM provides multiple industry-specific scenarios and customizing options.

Figure 4: Customer Interactions in Marketing

SAP CRM provides comprehensive marketing functionality for automating theplanning, execution, and measurement of marketing effort.

It unites marketing planning, campaign management, e-marketing, leadmanagement, marketing analytics, and customer segmentation key functions on acomfortable and configurable interface.

Initiatives toward reaching fixed company goals can be developed and carried out.To do this, KPIs are determined and measured.

Thanks to integrated analysis functions, the financial results brought about bymarketing plans and campaigns are recorded in real-time. This facilitates qualifieddecision-making.



Figure 5: Customer Interactions in Sales

With Enterprise Sales, Telesales, Field Sales and E-Selling, SAP CRM offerscompanies first class solutions for handling customer contact anytime, anywhere.

SAP CRM prepares your sales force to be efficient with time and effective inaction, provides the knowledge needed to turn insight into action, and maintainsfocus on productive activity to acquire, grow and retain profitable relationships.

SAP CRM supports sales forecasting and analytics for historical and predictiveinformation, territory and account management to optimize and increaseefficiency of your sales organization, opportunity and pipeline management toprovide full visibility into potential sales, sales processes and methodologies toleverage company-specific best practices and seamless order to cash processes tomost effectively manage customer demand � consistent interactions, insightfulinformation, seamless integration, always accessible, simple to use.



Figure 6: Customer Interactions in Service

SAP CRM Service supports all aspects of service order processing within theservice organization, from responding to the customer's initial inquiry, quotationcreation and processing, order creation, and assignment to the most appropriatefield service representative, right through to confirmation and billing of the workperformed for the customer.

Figure 7: Customer Interaction Channels



Within the CRM environment due to the different requirements and processes ofvarious industries there are existing and supported different interaction channelswith customers:

Back-office:Personalized and web-based accesses offer a single-point of entry for all relevanttasks in marketing, sales and service and integrate all systems that are relevant foran employee within a single user interface.

Field Service, Offline-User:Various field applications offer everywhere and anytime access to the requiredinformation and processes of field service employees.

Interaction Center:Via the Interaction Center fulfillment of required business processes via telephonyand E-mail integration is supported.

Web Channel Management:SAP CRM offers a complete E-marketing-, E-commerce- und E-service platformwith personalized, convenient and consistent service 24x7x365. Customers canaccess and research information and then purchase products or services anytime,anywhere.

Partner Channel Management:Partner Channel Management with SAP CRM combines Web ChannelManagement and traditional CRM to a comprehensive partner managementsolution (collaboration with resellers, dealers, agents etc.)

Figure 8: SAP CRM Business Map

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



the core processes and functions that can increase a companys ability to compete,strengthen relationships with partners, and help a company become closelyoriented to the markets and customers it serves.

The Business Map is a comprehensive collection of industry-specific andcross-industry solutions, infrastructure and service blueprints, Business Maps,and Collaborative Maps. Using the industry knowledge and technical expertiseSAP has acquired through extensive business experience and research, BusinessMaps outline specific ways that technology can help integrate companies existingresources and extend business processes beyond the borders of traditionalenterprises.

You can access the SAP Business Map for SAP CRM on the Service Marketplacevia the alias �businessmaps�.

Figure 9: SAP Solution Manager - CRM Content Supports Implementation

SAP CRM Business Scenarios are designed to help customers reduce costs,increase revenue, and increase customer satisfaction. They support nestedbusiness processes in the areas of sales, service and marketing, and across variouscommunication channels.

The SAP Solution Manager makes pre-configured CRM content in the form ofhundreds of business processes available.

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

CRM Business Content is delivered exclusively with SAP Solution Manager. Youcan regularly download updated content from SAP Service Marketplace.



Lesson Summary

You should now be able to:� Identify SAP CRM as part of the SAP Business Suite.� Briefly describe main functions and key processes of SAP CRM (Marketing,


Manager.



Lesson: Case Study

Lesson OverviewThis lesson explains the different steps of the CRM case study from a businessperspective that will be used as a basis for demonstrations and exercises withinthis course.


� Explain the different steps of the CRM case study from a businessperspective.

Business Example

Figure 10: Case Study: SAP CRM Solution Overview

To point out and demonstrate the integration of all the various SAP CRM keycapabilities and interaction channels, this course (especially the exercises) is buildup using an integrated CRM case study.

This case study is also the basis for the course structure that is displayed in thecourse topics overview.


SAPCRM Lesson: Case Study

Lesson Summary

You should now be able to:� Explain the different steps of the CRM case study from a business

perspective.


Unit Summary SAPCRM

Unit SummaryYou should now be able to:� Define Customer Relationship Management (CRM) as a business strategy.� Identify SAP CRM as part of the SAP Business Suite.� Briefly describe main functions and key processes of SAP CRM (Marketing,


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

perspective.


Unit 2Basics and Architecture

Unit OverviewThis unit describes the various components of the SAP CRM architecture.

It also explains briefly the various channels used in the SAP CRM landscapefrom a technical perspective.

Finally the concept and usage of the CRM WebClient User Interface will beintroduced.


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

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

� Describe the evolution of SAP CRM UI leading up to the latest CRMWebClient UI.

� Explain the main elements of the UI concept.� Introduce pre-configured roles in SAP CRM.

Unit ContentsLesson: Overview of SAP CRM Architecture .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Lesson: Channel Architecture.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Lesson: Introduction to the CRM WebClient User Interface .. . . . . . . . . . . . . . 26

Exercise 1: Navigation in the CRM WebClient User Interface.. . . . . . . . 31


Unit 2: Basics and Architecture SAPCRM

Lesson: Overview of SAP CRM Architecture

Lesson OverviewThis lessons explains the architecture of SAP CRM and the components that makeup the landscape.


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

Business ExampleIn order to optimize your customer interactions, you intend to implement differentchannels within your company, such as Internet, telephony, field sales, andpartners. You therefore have to become familiar with the SAP CRM systemlandscape.

Additionally, you wish to provide your employees with an intuitive anduser-friendly interface to carry out their daily work.

Figure 11: SAP CRM Architecture Concept

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


SAPCRM Lesson: Overview of SAP CRM Architecture

A central CRM server with system access through various channels and aconnection to other systems are both contained in SAP Customer RelationshipManagement (CRM), a part of the SAP Business Suite. The following applicationcomponents are supported in SAP CRM:

� Interaction Center: Using integrated Interaction Center solutions, clients cancontact sales or service representatives by telephone, fax, or e-mail.

� Web Channel (Internet): Internet users may configure and order products orservices using SAP CRM Internet components.

� Mobile Clients/Handhelds: Mobile sales representatives and serviceengineers can access the SAP CRM system from their laptops or other mobiledevices to exchange up-to-date information with the central CRM server.

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

� The SAP CRM system as a central CRM server with correspondingapplication components

� The SAP ERP system (SAP ECC or SAP R/3) as a back-end system withtried and true ERP functions

� The SAP BI system as a data warehouse solution with comprehensivestatistical and analysis functions

� The SAP SCM system as a global Available-to-Promise (ATP) check anddemand planning solution

� The SAP NetWeaver Portal as a tool that provides you with integratedaccess to all systems

Figure 12: SAP CRM and Other SAP Systems



Data is exchanged between the CRM system and a connected ERP system(minimum SAP R/3 Release 3.1I) using the CRMMiddleware. A plug-in installedin the SAP ERP system acts as a counterpart to the R/3 adapter in the SAP CRMsystem, supporting data communication between the two systems. The dataexchange includes the initial transfer of Customizing, master, and transactionaldata to the SAP CRM System, and the transfer of delta data in both directions.

Also a non-SAP ERP system can be connected to SAP CRM.

Sales orders can be entered in the Internet Sales application component, theInteraction Center, a mobile device, or the CRM server. To confirm whether therequested items can be delivered on time, you need to run the Available-to-Promise(ATP) availability check. The SAP Supply Chain Management componentperforms these functions.

The SAP Business Information Warehouse (SAP BW) is used as a data source forparts of the SAP CRM solution, and also contains data for consolidation andanalysis.

As of SAP ECC 6.0, the plug-in will be contained directly in SAP ECC. Until SAPECC 6.0 the plug-in is delivered separately and has to be installed.

Figure 13: CRM Middleware

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


SAPCRM Lesson: Overview of SAP CRM Architecture

The middleware layer supports the controlled data exchange with other systemssuch as mobile clients, back-end systems, and data warehouses. A replicationprocedure guarantees consistent and up-to-date data in the distributed localdatabases, especially for mobile users. Message queuing ensures data deliveryand processing.

Software adapters are used to connect to external systems. These adapters areresponsible for assigning data and converting it to other formats. Both the ASCIIadapter and external interfaces are provided for this. The SAP CRM applicationcomponents also exchange data with the middleware layer using a CRM adapter.

The SAP CRM component builds on the SAP Basis system, which provides aproven development platform, scalability, platform independence, and variousother SAP tools. Therefore, the SAP CRM solution can be configured just asflexibly as an SAP ERP system.



Lesson Summary

You should now be able to:� Explain the architecture of SAP CRM and the components that make up

the landscape.


SAPCRM Lesson: Channel Architecture

Lesson: Channel Architecture

Lesson OverviewThis lesson explains the architecture of SAP CRM channels, including internetapplications, interaction center and mobile sales/service.


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

Business Example

Figure 14: SAP CRM and Internet Applications

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

The Internet application components are made available through a Web server.They are based on J2EE (Java 2 Enterprise Edition) technology. This technologyis an open, non-SAP platform.



Product catalogs are exported from SAP CRM to an external index server forfaster access to product data.

The Internet Pricing & Configurator (IPC) component provides configurationand pricing data for Web applications. Since the IPC is designed as a separatecomponent, it ensures the high performance needed in an Internet environment.

Basic CRM data like Business Partners, Products, Orders etc. have to bemaintained and set up in the CRM system itself and can be used in the Webenvironment. Explains the architecture of SAP CRM channels including internetapplications, interaction center and mobile sales/service.

Within the Web Channel Applications you set up the design, logic etc. of yourWeb appearance.

Figure 15: SAP CRM Interaction Center Architecture

The Interaction Center supports various communication channels, such astelephone, E-mail and fax, as well as Internet based communication such as Voiceover Internet Protocol (VoIP).

You can connect communication channels such as telephone and E-mail usinga Communication Management System. This can be SAP BCM (BusinessCommunication Management) or a third party product.

The IC WebClient multichannel options are consolidated using the IntegratedCommunication Interface (ICI) in the Interaction Center. Through the use ofnew technology such as eXtensible Markup Language (XML) and Simple ObjectAccess Protocol (SOAP), the open SAP CRM Integrated Communication Interface(ICI) supports the integration of SAP CRM solutions with communication



components such as computer telephony integration, automatic call listdistribution, interactive voice response, e-mail administration, and chat systems.As a result, companies leverage their existing technology investments.

Beside of ICI the former used connection interface SAPPhone can still be used forupgrading customers.

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

The SAP CRM components Mobile Sales and Mobile Service support a companysmobile field sales and service employees.

Users have complete access to all relevant data on their laptops. However,users can access data only for their own area of responsibility (for example, allcustomers in one postal area).

This data is updated by regular data exchange between laptops and the centralserver. The communication station serves as a translator between the CRM serverand the mobile clients.

The mobile applications are customized using the SAP Mobile Application Studio,an object-oriented, visual modeling tool.

The CRMMiddleware provides the necessary functionality for the data replicationto mobile clients.



Figure 17: SAP CRM: Data Exchange with Laptops

Basically the CRM Server contains the CRM Middleware, which handles thedata exchange with internal applications and external major components, such asan SAP ERP Back-End, an SAP Business Information Warehouse or non-SAPsystems. The CRMMiddleware also synchronizes the databases of Mobile Clientswith the CRM database.

Mobile Clients are usually laptops running the Mobile Sales/Service Application,which may include the Sales Configuration Engine (SCE) and the Sales PricingEngine (SPE)

Mobile Clients typically connect temporarily (for example, via modem) to theCRM Server for data exchange.

The Mobile Clients are connected to the CRM Server via the CommunicationStation.



Lesson Summary

You should now be able to:� Explain the architecture of SAP CRM channels, including internet

applications, interaction center and mobile sales/service.



Lesson: Introduction to the CRM WebClient UserInterface

Lesson OverviewThis lesson describes the evolution of SAP CRM User Interface (UI) leading up tothe latest CRM WebClient User Interface (introduced with CRM 2007).

The main elements of the User Interface concept will be explained and additionallythe pre-configured roles in SAP CRM will be introduced.


� Describe the evolution of SAP CRM UI leading up to the latest CRMWebClient UI.

� Explain the main elements of the UI concept.� Introduce pre-configured roles in SAP CRM.

Business Example

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


SAPCRM Lesson: Introduction to the CRM WebClient User Interface

An intuitive and user-friendly interface is key for the acceptance and success of aCRM implementation.

Especially part-time users are expecting an easy-to-use and consistent userinterface.

Depending on the release, SAP has offered different UIs.

The CRM WebClient user interface used in CRM 2007 and CRM 7.0 fulfillsthe above mentioned requirements in a perfect way and is the result of the UIevolution based on customer and user experiences in different industries.

Figure 19: User Interface Concept - Screen Structure

The screen of the CRM WebClient User Interface (introduced with Release CRM2007) is divided into three main areas:

� At the top the header area is located.� On the left the navigation bar is located. Navigation area and header area

are also known as L-shape.� The center part of the screen is the work area.



Figure 20: User Interface - L-Shape

The L-shape within the user interface provides easy global navigation throughoutthe entire SAP CRM application. Generic shortcuts for fast data entry, access,and other information are also included. The L-shape consists of a header (top)and navigation (left-hand) area.

The position and size of the L-shape is static and its content can be configured asbusiness-role dependent.

Figure 21: User Interface - Entry Page HOME



The HOME page provides:

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

� My appointments today� My tasks today� Reports� Alerts� Workflow tasks

The available content and screen structure of the HOME page can be configuredper role.

Furthermore individual personalization by each user is supported.

Figure 22: User Interface - Overview Page

The overview page provides an overview of all important information regarding asingle object in display mode. It is structured in assignment blocks which can beconfigured and personalized.

In an assignment block form views, tables and hierarchies can be displayed.

The overview page is non-editable.

The overview page consists of header information that allows detailed objectidentification and a set of related information.



The overview page is the target page when following a hyperlink to an objectinstance.

The overview page contains the hyperlinks for cross navigation to relatedinformation.

Figure 23: Overview Page: Main User Interface Elements

The main elements of the User Interface are:

� Work area title� Work area toolbar� Header area� Assignment blocks

Pre-Configured Roles in SAP CRM

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

� Sales� Marketing

� Service� Interaction Center� Partner Channel Management



Exercise 1: Navigation in the CRMWebClient User Interface

Exercise ObjectivesAfter completing this exercise, you will be able to:� Log onto the SAP CRM system� Navigate within the CRM WebClient User Interface� Personalize the CRM WebClient User Interface� Display information about an account

Business ExampleAs a sales employee, you want to display, check and maintain various informationabout a business partner (account).

To do this, you use the CRM WebClient User Interface (UI) in SAP CRM.

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

1. Enter the log on data for the SAP CRM system that you receive from yourcourse instructor.

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

Data ValueDouble-click on URL type: BSP ApplicationBSP-Application: CRM_UI_STARTDescription: WebClient UIStart Page: default.htm

Choose the button Continue or just press Enter to proceed.

Continued on next page



3. In the role of a sales employee log on to the CRM WebClient User Interfacewith Business Role Sales Professional.

Hint: General hint when navigating in the CRM WebClientUser Interface: Always use the Back button in the upper rightcorner when navigating back in the CRM UI instead of the Backbutton of the Internet Explorer!

4. Personalize the general layout of the CRM application and choose the skinSignature Design out of the list of available skins.

Hint: To personalize the general layout, choose the personalizationarea in the header of the screen.

Task 2:Branch to the account master data of your customer ##Megastore by choosingAccount Management→ Accounts. Within the search area enter ##Megastore inthe field Name 1 / Last Name.

Hint: Replace ## by your group number (also within every furtherexercise).

Select Account Management in the Navigation bar and choose thehyperlink Accounts within the block Search in the work area. In theSearch Criteria area enter ##Megastore in the field Name 1 / Last nameand press the button Search.

1. First of all you would like to see the information regarding the employeeresponsible directly within the search result list.

Up to now you are not familiar with the personalization options andprocedure. Use the relevant tool to get help how to personalize pages inthe CRM WebClient User Interface.

2. Personalize the result list in the way that a column displaying the EmployeeResponsible will be displayed next to the column �Name�.

Hint: To personalize the appearance of the search result list usethe pencil icon for personalization on the right side of the searchresult list.

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




4. What is the address of ##Megastore?

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

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

7. Maintain a correspondence text for your account that ##Megastore isinterested in notebooks.

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

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

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

3. Log off in the role of a Sales Professional.

Task 4:To prepare the different links for accessing features for future units in this course(like web shops etc.) enter transaction ZLINKS within your favorites in the SAPEasy Access menu.

Hint: Within the SAP Easy Access menu select Favorites→ Inserttransaction and enter transaction code ZLINKS.



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

1. Enter the log on data for the SAP CRM system that you receive from yourcourse instructor.

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

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

Data ValueDouble-click on URL type: BSP ApplicationBSP-Application: CRM_UI_STARTDescription: WebClient UIStart Page: default.htm

Choose the button Continue or just press Enter to proceed.

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

3. In the role of a sales employee log on to the CRM WebClient User Interfacewith Business Role Sales Professional.

Hint: General hint when navigating in the CRM WebClientUser Interface: Always use the Back button in the upper rightcorner when navigating back in the CRM UI instead of the Backbutton of the Internet Explorer!

a) Select the previously created link for accessing the WebClient UI, enteryour log on data and choose the Business Role Sales Professional outof the list of offered Business Roles.




4. Personalize the general layout of the CRM application and choose the skinSignature Design out of the list of available skins.

Hint: To personalize the general layout, choose the personalizationarea in the header of the screen.

a) Branch to the personalization area of the general CRM applicationby choosing Personalize in the header area of the screen. Select thehyperlink Personalize Layout within the Layout area and choose theskin Signature Design.

Save your changes.

Task 2:Branch to the account master data of your customer ##Megastore by choosingAccount Management→ Accounts. Within the search area enter ##Megastore inthe field Name 1 / Last Name.

Hint: Replace ## by your group number (also within every furtherexercise).

Select Account Management in the Navigation bar and choose thehyperlink Accounts within the block Search in the work area. In theSearch Criteria area enter ##Megastore in the field Name 1 / Last nameand press the button Search.

1. First of all you would like to see the information regarding the employeeresponsible directly within the search result list.

Up to now you are not familiar with the personalization options andprocedure. Use the relevant tool to get help how to personalize pages inthe CRM WebClient User Interface.

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




2. Personalize the result list in the way that a column displaying the EmployeeResponsible will be displayed next to the column �Name�.

Hint: To personalize the appearance of the search result list usethe pencil icon for personalization on the right side of the searchresult list.

a) Within the search result list choose the button Personalize on theright side.

Select Employee Responsible out of the Available Columns and pressthe buttonMove To Right to bring it to the Displayed Columns. To placeit near to the column �Name� select the entry Employee Responsibleand use the icon Up until you have reached the required position.

Finally save your personalization settings.

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

a) Choose the hyperlink ##Megastore in the column �Name� within theSearch Result List. The system will lead you to the detailed accountdata.

4. What is the address of ##Megastore?

Answer:

The address of ##Megastore can be identified in the block Address andCommunication Data within the assignment block Account Details.

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

Answer:

Scroll down to the assignment block Interaction History and press onthe text to open the Interaction History. List the different interactions likeappointments, opportunities etc. that can be identified in the InteractionHistory.

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

a) In the upper right side of the Account screen select the buttonPersonalize (pencil icon) and choose the assignment block forNotes to be displayed. Do this in the same way as you did alreadypersonalization in Task 2, Exercise Step 2.




7. Maintain a correspondence text for your account that ##Megastore isinterested in notebooks.

a) Open the Notes assignment block and select the button New. Choosethe text type Correspondence and enter a text. Choose the button Backto branch back to the Account overview screen.

Save your data.

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

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

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

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

a) Choose your just created saved search in the upper right corner of theCRM WebClient UI and press Go. The result list with all ##Megastoreaccounts will be displayed.

Hint: You can find your saved searches in the upper rightcorner of the screen.

3. Log off in the role of a Sales Professional.

a) Click on the link Log Off.

Task 4:To prepare the different links for accessing features for future units in this course(like web shops etc.) enter transaction ZLINKS within your favorites in the SAPEasy Access menu.

Hint: Within the SAP Easy Access menu select Favorites→ Inserttransaction and enter transaction code ZLINKS.



Lesson Summary

You should now be able to:� Describe the evolution of SAP CRM UI leading up to the latest CRM

WebClient UI.� Explain the main elements of the UI concept.� Introduce pre-configured roles in SAP CRM.


SAPCRM Unit Summary

Unit SummaryYou should now be able to:� Explain the architecture of SAP CRM and the components that make up

the landscape.� Explain the architecture of SAP CRM channels, including internet

applications, interaction center and mobile sales/service.� Describe the evolution of SAP CRM UI leading up to the latest CRM

WebClient UI.� Explain the main elements of the UI concept.� Introduce pre-configured roles in SAP CRM.


Unit Summary SAPCRM


Unit 3SAP CRM Marketing

Unit OverviewThis unit describes planning, targeting, and executing functionality in SAP CRMMarketing Planning and Campaign Management.

Furthermore it is explained how a marketing campaign will be created andlaunched.

Additionally, campaign automation functionality and Trade PromotionManagement (TPM) processes will be introduced briefly.


� Describe the processes within SAP CRM Marketing Planning and CampaignManagement using an integrated case study.

� Explain how to create and launch a marketing campaign.� Explain how SAP CRM can be used to create customer segments and target

groups from various data sources.� Describe the usage of the SAP CRM Graphical Modeler.� Explain how to execute a marketing campaign.� Describe how campaign automation can be used for designing and

implementing event-controlled, real-time campaigns.� Explain the Trade Promotion Management (TPM) process in general.

Unit ContentsLesson: Marketing Plan and Campaign Creation ... . . . . . . . . . . . . . . . . . . . . . . . . 42Lesson: Target Group Selection .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Lesson: Campaign Execution .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Exercise 2: Create and launch a campaign... . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Lesson: Additional Topics in SAP CRM Marketing .. . . . . . . . . . . . . . . . . . . . . . . . . 61


Unit 3: SAP CRM Marketing SAPCRM

Lesson: Marketing Plan and Campaign Creation

Lesson OverviewThis lesson explains the functionality in SAP CRM Marketing Planning andCampaign Management using an integrated case study.


� Describe the processes within SAP CRM Marketing Planning and CampaignManagement using an integrated case study.

� Explain how to create and launch a marketing campaign.

Business Example

Figure 24: Case study: SAP CRM Marketing

Our company wants to sell more notebooks to a specific group of customers.As the Marketing Manager, you are responsible for creating and executing acampaign.


SAPCRM Lesson: Marketing Plan and Campaign Creation

At the same time, we want to present a new product line to a specific target group.We get in touch with business partners, who provide feedback and let us knowhow interested they are in the new product line. Business partners who do notanswer will be called at a later date.

Figure 25: Integrating SAP CRM Marketing

Marketing functions are highly integrative:

Before execution, you define key figures and carry out scheduling (integrationwith BI). You may also have to check whether it is possible to manufacture anddeliver the promoted goods (SCM integration, usually used for Trade PromotionManagement).

You are particularly interested to know how successful your campaign was:

� What do the sales department's figures look like?� How many contracts were awarded as a result of your campaign (BI

integration)?� And of course you want to have an overview of your costs (ERP integration).



Figure 26: Marketing Element Definitions

Marketing plans and campaigns are the elements of a hierarchically builtmarketing project.

Marketing Plans:

� A marketing plan is used for strategic marketing planning, that is, forplanning a concrete marketing concept. This way budgets and deadlines aretaken into consideration. A marketing plan could form, for example, the basisfor next year's costing in the Marketing department. It is a management tool.

� You can use any number of marketing plan elements to structure a marketingplan in the form of a hierarchy. You can assign one or more campaigns toeach marketing plan.

Campaigns:

� Campaigns serve operative marketing planning. They describe actionsthat are carried out, for example mailing actions, product promotions, andtelemarketing. Criteria such as target groups, products, documents, peopleresponsible, and the budget are defined in the campaign for these activities.

� Campaigns are used for operative marketing planning and execution.Campaigns can be broken down into campaign elements.

� You can only assign campaign elements to campaigns.


SAPCRM Lesson: Marketing Plan and Campaign Creation

Lesson Summary

You should now be able to:� Describe the processes within SAP CRM Marketing Planning and Campaign

Management using an integrated case study.� Explain how to create and launch a marketing campaign.



Lesson: Target Group Selection

Lesson OverviewThis lesson explains how SAP CRM can be used to create customer segments andtarget groups from various data sources. Furthermore the usage of the SAP CRMGraphical Modeler will be introduced.


� Explain how SAP CRM can be used to create customer segments and targetgroups from various data sources.

� Describe the usage of the SAP CRM Graphical Modeler.

Business Example

Figure 27: Data Sources for Segmentation

Three data sources are available for target group selection:

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


SAPCRM Lesson: Target Group Selection

In SAP BW, InfoCubes and reports allow you to select a businesspartner for a target group using master data, profiles or transaction data.The InfoSet from your own ABAP queries evaluates general data from thebusiness partner master record and can be used to select target groups according toaddress, for example.

You can enter your own marketing characteristics directly in the business partnermaster record. Characteristics are then grouped together, creating characteristicgroups. If you have assigned the characteristics to a business partner, you can editthem accordingly and use them to select a target group.

Figure 28: Segmentation

In the Graphical Modeler, you model marketing profiles by dragging and droppingattributes into the staging area. You can combine the attributes for the selection asrequired beforehand. That is, you can combine them by using And or Or withinan attribute or by using attribute lists.

You can then combine the characteristics in various different ways. You can mergethem, remove a characteristic from a profile, or create an OR relationship.



Figure 29: Profile Sets, Profiles, and Target Groups

Profile Sets:

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

Profile:

� A profile cannot be assigned to different sets.� Profiles do not have to have target groups assigned.� A profile that is already assigned to one profile set cannot be assigned to

another (instead, the profile must be recreated by copying).

Target Group:

� A target group that is already assigned cannot be assigned to another set orprofile.

� Only active target groups can be used in the Marketing Planner.

Master Groups:

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


SAPCRM Lesson: Target Group Selection

Figure 30: Working in the Graphical Modeler

Attributes are combined together to form attribute sets, on the basis of whichcustomer profiles are created.

The graphic above illustrates the three possibilities open to you, using the Split,Keep, and Remove functions in the Graphical Modeler:

� You can access each function by dragging the relevant attribute(s) from thecomponent area to the staging area. As soon as your cursor is positioned overan existing profile, the functions Split, Keep, and Remove can be selectedby placing your cursor on the appropriate function and releasing the mousebutton.

� Each profile must belong to a profile set.� A profile can belong to only one profile set.� A profile can exist without any target group assigned to it.� No more than one target group can be assigned to a profile.� For a given profile, no more than one target group can have the status active.� You cannot move profiles from one profile set to another; however, you

can copy existing profiles.



Lesson Summary

You should now be able to:� Explain how SAP CRM can be used to create customer segments and target

groups from various data sources.� Describe the usage of the SAP CRM Graphical Modeler.


SAPCRM Lesson: Campaign Execution

Lesson: Campaign Execution

Lesson OverviewThis lesson explains how to execute a marketing campaign.


� Explain how to execute a marketing campaign.

Business Example

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

This slide describes an example of the telemarketing campaign process:

� A campaign is created (in this case, linked with a marketing plan). Linked tothis campaign is a target group (a finite list of business partners selected forthe campaign) and a script. A call list is generated from the target group. Thecall list includes business partner information as well as relevant informationrequired for the Interaction Center.

� Using the script and the call list, the IC agent calls the customers on the list.After completing the call, the agent records the results of the conversation,thereby updating the activity. This information is then transferred to SAP BIfor reporting and monitoring purposes.



Example: E-Mail channel

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

Other channels:

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

Figure 32: Personalizing Mail Forms

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

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

if certain conditions apply.

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



Figure 33: Campaign Execution - Example Channel: Telephone

This slide describes an example of the telemarketing campaign process:

� A campaign is created (in this case, linked with a marketing plan). Linked tothis campaign is a target group (a finite list of business partners selected forthe campaign) and a script. A call list is generated from the target group. Thecall list includes business partner information as well as relevant informationrequired for the Interaction Center.

� Using the script and the call list, the IC agent calls the customers on the list.After completing the call, the agent records the results of the conversation,thereby updating the activity. This information is then transferred to SAP BIfor reporting and monitoring purposes.

Other channels:

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





Exercise 2: Create and launch a campaign

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create and launch a campaign

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

Task 1:Log on to the CRM WebClient User Interface in the role of a Campaign Managerand create a campaign.

Hint: Select the Business RoleMarketing Professional

1. Create a new campaign with the following entries.

Data Date Value

Identification (ID) C/4100-G##Description Promotion Group##Type Product PromotionPlanned Start TodayPlanned End In one week

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

Data Data ValueCommunication Medium E-mailForm for E-Mail SAPCRME-Mail Address Chris Nelson

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




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

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

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

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

1. Release your campaign and save your status change.

2. Start the execution of the campaign immediately.

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

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



Solution 2: Create and launch a campaignTask 1:Log on to the CRM WebClient User Interface in the role of a Campaign Managerand create a campaign.

Hint: Select the Business RoleMarketing Professional

1. Create a new campaign with the following entries.

Data Date Value

Identification (ID) C/4100-G##Description Promotion Group##Type Product PromotionPlanned Start TodayPlanned End In one week

a) ChooseMarketing in the Navigation bar. Within the block Createselect Campaign. Enter the mentioned data in the Campaign Detailsassignment block.

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

Data Data ValueCommunication Medium E-mailForm for E-Mail SAPCRME-Mail Address Chris Nelson

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

a) When maintaining the Communication Medium E-mail dynamicallynew fields come up for entering an E-Mail form and also an E-Mailaddress. Enter the above mentioned data.




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

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

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

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

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

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

1. Release your campaign and save your status change.

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

2. Start the execution of the campaign immediately.

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

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

a) Select the link Log Off in the upper right area. Close all browsersessions.




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

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



Lesson Summary

You should now be able to:� Explain how to execute a marketing campaign.


SAPCRM Lesson: Additional Topics in SAP CRM Marketing

Lesson: Additional Topics in SAP CRM Marketing

Lesson OverviewThis lesson describes some additional functions in SAP CRM Marketing,including Campaign Automation and Trade Promotion Management.


� Describe how campaign automation can be used for designing andimplementing event-controlled, real-time campaigns.

� Explain the Trade Promotion Management (TPM) process in general.

Business Example

Figure 34: Campaign Automation

Campaign automation enables you to define marketing procedures that can meetthe real-time individual requirements of each customer.

Campaign automation enables you to automate your multi-wave marketingcampaigns across multiple channels.

To achieve this, campaigns are modeled as processes in which customers/prospectsflow between individual action points (campaign elements).

Campaign modeling can set up the campaign in such a way that it runsautomatically from the planning phase onwards, eliminating the need for furthermanual intervention.



The way a customer/prospect is routed through the campaign process depends onthe individual response.

All customer-relevant channels are taken into consideration.

MORE scenario: In campaign automation, you can use an optimization elementto structure a campaign in the best way. In this way, you can divide the initialtarget group meaningfully into different campaign elements (for example, thatcorrespond to different channels or offers).

Figure 35: Trade Promotion Management - Process Overview

Trade promotions are representing marketing activities used by industries that sellinto the retail channel or through brokers or wholesalers (like consumer products).

A trade promotion takes place within a specific time period and aims to increasebrand capital, brand awareness, and market share. It is also used to increase salesvolume or to launch new products or product lines.



The Trade Promotion Management (TPM) process typically consists of thefollowing steps:

� Initially companies start with Headquarter planning and budgeting. Thisis also known as top-down planning. Essentially all plans and budgetscome from the top, i.e. vice presidents and senior management, and thenis delivered to lower levels.

� Next, there is account planning, which most often involves fieldrepresentatives, such as key account managers (KAM). KAMs performbottom-up planning and gain sell-in with his accounts. He is in charge of thepromotion negotiations, including the time frame and the conditions.

� After the KAM does his account planning and gains retailer buy-in, a fieldsales representative visits the retailer that is participating in the promotionand many times uses a survey to check that the agreement is being upheld,i.e. the goods are where they are supposed to be on the shelves at the agreedprice.

� Lastly, evaluation and analysis is key to understand promotion performanceand the overall effect they on the bottom line. For example, companies willwant to know how much revenue was generated and what the effect on theirProfit and Loss statement.

Figure 36: Integration of Trade Promotion Management

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



Funds management:

� With Funds Management, finance professionals are able to see at a glance intheir Funds Checkbook their exact budget, committed amounts, approvedclaims and how much cash is left to spend, allowing full visibility andcontrol of promotional spending. Because of this, finance professionals areable to accurately plan and real-time monitor their activities. Additionally,Funds Management allows for the creation of multi-dimensional budgets tobe used solely for Trade Promotion Management or for use with MarketDevelopment Funds. Moreover, CRM accruals management is fullyintegrated into Trade Promotion Management, Claims Management and ERP,and therefore allows companies to become compliant with Sarbanes-Oxleyand FASB accounting standards.

Claims management:

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

SAP NetWeaver Business Intelligence (SAP NetWeaver BI):

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

SAP ERP:

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

SAP Supply Chain Management (SAP APO):

� You can use demand planning with TPM to ensure adequate supply duringpromotional periods.



Lesson Summary

You should now be able to:� Describe how campaign automation can be used for designing and



Unit Summary SAPCRM

Unit SummaryYou should now be able to:� Describe the processes within SAP CRM Marketing Planning and Campaign

Management using an integrated case study.� Explain how to create and launch a marketing campaign.� Explain how SAP CRM can be used to create customer segments and target

groups from various data sources.� Describe the usage of the SAP CRM Graphical Modeler.� Explain how to execute a marketing campaign.� Describe how campaign automation can be used for designing and



Unit 4SAP CRM Web Channel

Unit OverviewExplains combined sales, service, and marketing functions within the SAP CRMWeb Channel scenario. Describes the functionality of the B2C and B2B Webshop and Internet Customer Self Service.


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

Unit ContentsLesson: E-Selling .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

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


Unit 4: SAP CRM Web Channel SAPCRM

Lesson: E-Selling

Lesson OverviewThis lesson explains the processes and functionality within SAP CRM E-Selling.


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

Business Example

Figure 37: Case Study: SAP CRM Web Channel

As a customer targeted in the marketing campaign, you receive an E-mail witha link to a Business-to-Consumer (B2C) Web shop. You enter the Web shop,navigate through the catalog, select a product, examine related items for thatproduct (cross-selling), and finally place an order.

In addition to our scenario, take the role of a purchaser for a company. Makea purchase in a Business-to-Business (B2B) Web shop, navigate through theWeb shop, and order for your company. You search for solutions in the solutiondatabase.


SAPCRM Lesson: E-Selling

Figure 38: Web Channel Capabilities in SAP CRM

The SAP CRMWeb Channel platform supports the full breadth of a CRM solutionproviding self-service across marketing, selling, service and analytics from aweb perspective:

� With E-Marketing, organizations can drive customer loyalty and demandgeneration via the Internet.

� With E-Commerce, organizations can enable the complete sales process torun on the Internet.

� With E-Service, organizations empower customers with intuitive self-service,problem resolution and the ability to initiate service processes.

� Web Channel Analytics enables organizations to optimize their web shopand online content and better drive future marketing activities.

SAP CRM provides a Web channel application that enables you to turn theInternet into a profitable sales, marketing and service channel for businessesand consumers. Companies can increase profitability and reach new marketswith functionality for E-marketing, E-commerce, E-service, and Web channelanalytics. With SAP CRM, you can empower your customers with a personalizedWeb experience and convenient self-services. Plus, the application delivers afully integrated Web channel platform, helping you strengthen sales and serviceoperations while reducing transaction costs and customer service calls.



Figure 39: E-Selling - Overview

With E-selling, companies can:

� Construct a business-to-business (B2B) or business-to-consumer (B2C)selling scenario

� Provide customers with personalized, interactive, and easy-to-use sales andself-service facilities over the Internet

� Carry out the complete sales process on the Internet

Quotation and Order Management: Enables Web customers to obtainquotations and place orders for products and services, obtain real-time productavailability information, and track each order through the order managementprocess � from manufacturing through distribution to service.

Shopping Basket Management: Provides full support for customizable,configurable products, displays personalized pricing, offers cross and up-sellingrecommendations, provides real-time product availability information, andprovides a consistent interface for all ordering processes.

Price Management: Enables companies to provide online pricing tailored toeach customer based on the type of customer, product, customer-specific pricing,contracts, or specific quotations. Companies establish pricing rules, processes anddata centrally and then deploy them across all selling channels.

Interactive Selling and Configuration: Helps customers to choose the productsand services that best meet their business needs. Multimedia content, guidedselling, configuration advice, and real-time pricing and availability empowercustomers with all of the information that they need to make an online purchasingdecision without human intervention.



Collaborative Selling: Channel Commerce allows companies to incorporatepartners into their E-Commerce strategy and enables collaborative selling acrossorganizational boundaries. This topic will be discussed in more detail in the unitPartner Channel Management.

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

SAP delivers two Web shop scenarios to build up a business-to-business (B2B) orbusiness-to-consumer (B2C) selling scenario.

The benefits of E-selling for your company and for your customers are:

� For your company:

� Complete integration of the CRM and fulfillment system avoids costlyinterfaces and leverages existing IT investments

� Increased sales volume through integrated marketing features� Fewer errors when accepting and fulfilling orders� Lower transaction costs� Fewer customer service calls

� For your customers:

� Convenient buying and reliable fulfillment� Fast and easy buying decisions by getting up-to-date information about

products, prices, and availability� Customized products� Real-time order tracking� Increased customer satisfaction





Exercise 3: E-Selling B2B & B2C Shop

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create an order in the Business-to-Consumer (B2C) Web shop� Check the order status� Create an order in the Business-to-Business (B2B) Web shop

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

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

1. Start the B2C Web shop scenario. Access the Web shop by following thelink in your E-mail of the marketing campaign (or use the link to accessthe Web shops B2C within the transaction ZLINKS). Select the Web shopPC4YOU_EN (for the english version of the course) or the Web shopPC4YOU_DUS (for the german version of the course).Are special offers displayed in the shop?

2. Add one piece of Notebook Professional 15 to the shopping basket. Alsosearch for the Easy Hand V handheld and add it to the shopping basket.

Then navigate to the shopping basket. Add suitable accessories for yournotebook (such as a leather bag) to the shopping basket.

3. Go to the checkout and log on. The E-mail address for Sandra ##Turner is:CRM-##[email protected] and the password is welcome (Enteryour group number instead of ##).

Note: If you are asked to change the password enter welcome as theold password and assign a new password.




4. Follow the procedure and order the shopping basket. Check the print versionof the order and note the order number.

5. Check the status of this order.

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

7. Enter a new profile with the following values.

Data Data ValueArea of usage InternetUser group BeginnerPref. contact channel E-Mail

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

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




2. What transactions can you search for in the Web shop?

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

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



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

1. Start the B2C Web shop scenario. Access the Web shop by following thelink in your E-mail of the marketing campaign (or use the link to accessthe Web shops B2C within the transaction ZLINKS). Select the Web shopPC4YOU_EN (for the english version of the course) or the Web shopPC4YOU_DUS (for the german version of the course).

Are special offers displayed in the shop?

Answer:

Yes, there are current offers (such as Flat Future, Notebook Professional 15)displayed in the Web shop.

2. Add one piece of Notebook Professional 15 to the shopping basket. Alsosearch for the Easy Hand V handheld and add it to the shopping basket.

Then navigate to the shopping basket. Add suitable accessories for yournotebook (such as a leather bag) to the shopping basket.

a) You can select the notebook from the special offers. You can findthe handheld device using either the search field Find Product or bynavigation in the catalog (Computer→ Handhelds). The leather bag isshown as an accessory in the shopping basket.

3. Go to the checkout and log on. The E-mail address for Sandra ##Turner is:CRM-##[email protected] and the password is welcome (Enteryour group number instead of ##).

Note: If you are asked to change the password enter welcome as theold password and assign a new password.

4. Follow the procedure and order the shopping basket. Check the print versionof the order and note the order number.

Answer:

Select the Invoice payment method, select the button Continue and accept(select) the General Terms and Conditions. Close the order transaction byordering (choose button Order). Display the print version of the order andnote the order number.




5. Check the status of this order.

Answer:

SelectMy Account→ My Orders→ Open Orders. The status of the order isOPEN.

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

Answer:

No personal product recommendations are displayed. You first have to entera profile and this profile must match a target group that was created for theproduct recommendations.

7. Enter a new profile with the following values.

Data Data ValueArea of usage InternetUser group BeginnerPref. contact channel E-Mail

a) Select My Account→ Personal Details→ My Profile and enter theparameters. Finally save your data.

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

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

a) Use transaction ZLINKS to select the B2B Web shop.

2. What transactions can you search for in the Web shop?

Answer:

E.g. orders, order items, quotations, quotation items, order template items,contracts, invoices




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

Answer:

a) You can navigate through the product catalog similar to the B2C scenario.b) You can skip the catalog by using the fast order entry in the Newtransaction step.

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

Answer:

Choose the link Create New Order within the New Transaction block andenter 10 in the Quantity field and HT-1010 in the Product field.Enter Notebooks Gr. ## (## stands for your group number) in the field YourDescription. Order the shopping basket and note the order number.



Lesson Summary

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



Lesson: E-Service

Lesson OverviewThis lesson explains the processes and functionality within SAP CRM E-Service.


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

Business Example

Figure 41: E-Service - Overview

With E-Service companies can:

� Reduce call center volumes and customer support => Employees focus onvalue-adding activities

� Reduce transaction costs of service by supporting self-service access forcustomers

� Improve customer convenience and satisfaction

Knowledge Management: Enables customers to research and resolve their ownservice problems without involving customer-service representatives. Customerscan browse Frequently Asked Questions (FAQs) linked to specific products orsearch for answers using natural language


SAPCRM Lesson: E-Service

Request Management: Provides Internet customers with a tool to create andupdate service requests, and to check their status. Customers can use this to selectthe most convenient appointment time for a field service visit.

Live Customer Support: Allows organizations to provide immediate assistanceto customers using the Web site. Customers can choose to chat, co-browse, E-mailor submit a call-back request.

Customer Self-Service: Provides customers with self-service for customerinformation and maintenance tools. Customers can register for user accounts andupdate their personal account information.

Installed Base Management: Enables online customers to manage their currentportfolios of purchased products. Customers can also initiate service requests forselected products or installations through complete, personalized views of theirpurchases.

Complaints and Returns: Allows customers to create, maintain, and track theirown complaints and returns.

Billing and Payment: Provides customers with online access to account status� including invoices, contracts, rebates, and billing status. Customers can alsopay invoices online.

Figure 42: E-Service - User Interface

As in the E-selling section, SAP CRM enables you to build up abusiness-to-business (B2B) and/or business-to-consumer (B2C) scenario for yourE-service.



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

� For your company:

� Leverage an organizations existing infrastructure investments in SAP� Gain better insight into customer base (purchased products and

installation details)� Lower cost of providing service� Improve customer satisfaction and increase customer loyalty

� For your customers:

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


SAPCRM Lesson: E-Service

Lesson Summary

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



Lesson: E-Marketing

Lesson OverviewThis lesson explains the processes and functionality in SAP CRM E-Marketing.


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

Business Example

Figure 43: E-Marketing - Overview

Catalog Management: Provides a product catalog that contains productdescriptions, multimedia objects, pricing, and other documents. The catalogenables customer access to up-to-date and personalized product and availabilityinformation over the Internet.

Content Management: Supports personalized content for customers in thecustomer portal. Supports both structured and unstructured content and allowscustomers to subscribe to topics of interest to tailor their own content.


SAPCRM Lesson: E-Marketing

Personalization: Allows organizations to dynamically personalize theircustomers Internet experiences. Web experiences and content are tailored basedon company-defined criteria: for example, customers previous purchases, orders,and predefined buying preferences.

Campaign Management: Enables organizations to control and manage theE-Marketing campaign process including design, execution, coordination,optimization, and monitoring. Companies can create targeted, personalized Weband E-mail marketing campaigns and monitor profitability.

Customer Segmentation: Allows organizations to manage target groups ofcustomers with common interests or characteristics for more effective marketing.Customer segmentation can occur based on company-defined criteria, includingstated preferences in a Web survey, click stream behavior and past purchases.

Figure 44: Web Channel Manager Role

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



Figure 45: SAP CRM E-Commerce: Deployment Modes

SAP gives organizations a choice of deployment options to best meet theirbusiness needs and grow over time.

SAP E-Commerce capabilities can be deployed standalone against SAP ERPwithout the need for CRM. This is a great option for companies who want to getand running quickly and arent ready to make a full CRM solution decision but itson their roadmap.

Enhancements by upgrading from E-Commerce for SAP ERP to E-Commerce withSAP CRM (SAP CRM Web Channel) include:

� Marketing & personalization(including cross/up selling, related accessories,bestseller lists)

� Rule-based ATP check with SAP SCM� Superuser concept� Contract release order� Guided selling� E-Service (Internet Customer Self-Service)� Live customer support (Live Web Collaboration)


SAPCRM Lesson: E-Marketing

Lesson Summary

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


Unit Summary SAPCRM

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


Unit 5SAP CRM Partner Channel

Management

Unit OverviewThis unit describes the concept and building blocks of SAP CRM Partner ChannelManagement. Additionally, it will be explained how to carry out the relevant tasksfor Lead Management both in the Channel Manager Portal and in the PartnerPortal.


� Explain the concept of SAP CRM Partner Channel Management which isto provide a platform for organizations to manage partner relationships andenable channel partners to do business with end-customers.

� Describe the building blocks of SAP CRM Partner Channel Management inparticular with regard to the various user interfaces and functional areas.

� Carry out the relevant tasks for Lead Management both in the ChannelManager Portal and in the Partner Portal.

� Describe the roles and associated portals in SAP CRM Partner ChannelManagement.

� Describe the functional area of Channel Commerce within SAP CRMPartner Channel Management.

� Explain the processes and functionality of Channel Marketing Funds.

Unit ContentsLesson: SAP CRM Partner Channel Management Overview.... . . . . . . . . . . 90Lesson: Roles in SAP CRM Partner Channel Management .. . . . . . . . . . . . . . 96

Exercise 4: Lead Management (Channel Manager & Partner Manager).. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Lesson: Channel Commerce .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106Exercise 5: Collaborative Showroom .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109

Lesson: Channel Marketing Funds .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114


Unit 5: SAP CRM Partner Channel Management SAPCRM

Lesson: SAP CRM Partner Channel ManagementOverview

Lesson OverviewThis lesson explains the concept of SAP CRM Partner Channel Management.


� Explain the concept of SAP CRM Partner Channel Management which isto provide a platform for organizations to manage partner relationships andenable channel partners to do business with end-customers.



Business Example

Figure 46: Case Study: SAP CRM Partner Channel Management


SAPCRM Lesson: SAP CRM Partner Channel Management Overview

Our company also explores an indirect sales channel. As the Channel Manager,you access the Channel Manager Portal, create leads, and dispatch them topartners.

As a partner, you access the Partner Portal, accept and qualify leads, and start thelead-to-order process.

Figure 47: Partner Channel Management in SAP CRM - Capabilities

Channel partners are becoming increasingly important, because for manyorganizations, a growing percentage of their revenue is being driven or influencedby indirect partners. So to achieve corporate financial goals, organizations needto streamline their indirect channel operations and efficiently interact with theirpartners.

Partner Channel Management is more than a point solution:

� With Partner Channel Management web channel capabilities are madeavailable for channel partners.

� In addition, traditional CRM capabilities across sales, service, marketing andanalytics have been extended out to partners.

Partner Channel Management was first available in Release SAP CRM 3.1.

With Release SAP CRM 4.0 industry specific solutions within Partner ChannelManagement has been integrated.



Key functions performed by a channel:

� Information flow: Outward information about the suppliers offering andinward flow about customers needs

� Logistics: Ensuring physical movement of suppliers product to the endcustomer and vice-versa, if required

� Value Added Services: Services that augment suppliers products, e.g.financing, customization, after sales parts and services

Figure 48: Structure of the Indirect Channel

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

� With a network of channel partners, companies have greater influencegeographically and by market segment. Companies can sell to partners orcollaborate with partners to provide services to customers in different regionsand industries.

� Companies can drastically lower their cost of sales and service by leveragingchannel partners. Since brand owners do not employee partners or pay fortheir operations, the transaction costs for brand owners are much lower.



Examples of channel structures:

� High tech:Manufacturers sell to distributors, original equipment manufacturers(OEMs), or large retailers. Distributors, in turn, sell to resellers orretailers. With a multi-level channel, manufacturers cannot inspect thebusinesses of end customers or even partners.

� Automotive:Manufacturers or OEMs sell through dealers, independent dealers, andimporters who, in turn, sell to end customers and provide services for them.Independent service centers also provide services to end customers.

� Telecommunications:Telecommunications companies sell products and manage contracts throughindependent dealers and branches who, in turn, sell to end consumers andbusinesses and provide services for them.

Figure 49: Partner Channel Management - Overview

SAP CRM Partner Channel Management is a platform for organizations toeffectively collaborate with and leverage channel partners to better market to,sell to and service customers. It helps organizations better manage partners, andenables partners to effectively serve their customers, resulting in a profitable andloyal partner channel.

SAPs Partner Channel Management solution is divided into 6 main business areas:

Partner Management enables organizations to better recruit, ramp-up andmanage channel partners throughout the entire partner lifecycle.



Channel Marketing enables companies to better drive demand for productsthrough channel partners and to engage in collaborative marketing and demandgeneration activities with their partners.

With Channel Sales organizations can enable their partners to sell more of theirproducts, more effectively and to optimize channel sales efforts. Channel Sales isproviding SFA out to partners, including accounts, activities and opportunities.

Partner Order Management optimizes online ordering processes for partnersand enables organizations to incorporate partners into their eCommerce strategyand support collaborative selling across organizational boundaries � so thisincludes support for distributed order management scenarios.

With Channel Service, companies can ensure consistent and timely service to endcustomers by delivering service and problem resolution capabilities to partners.

Partner & Channel Analytics enables brand owners, as well as partnerorganizations, to gain insight into, analyze and act on channel business trends inorder to build more profitable and successful business relationships.

All of this functionality is delivered to partners via the partner portal and the brandowners channel employees through the channel manager portal. Partner ChannelManagement capabilities are fully integrated with the CRMWebClient framework.



Lesson Summary

You should now be able to:� Explain the concept of SAP CRM Partner Channel Management which is

to provide a platform for organizations to manage partner relationships andenable channel partners to do business with end-customers.





Lesson: Roles in SAPCRMPartner Channel Management

Lesson OverviewThis lesson describes the roles and associated portals in SAP CRM PartnerChannel Management.



Business Example

Figure 50: User Interface - Channel Manager

The Channel Manager Role is used by the brand owners employees.

The Channel Manager Role is the personalized, single point of entry used tomanage channel partner relationships and channel partners, collaborate withchannel partners, optimize channel operations, and monitor and analyze channelsales, service, and marketing performance.


SAPCRM Lesson: Roles in SAP CRM Partner Channel Management

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

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

Figure 51: User Interface - Partner Portal

The Partner Portal serves as a user interface for employees and partners (partnersare companies that, for example, sell products for the brand owner and/or providerelated services for the end-customer).

The Partner Portal delivers a personalized, single point of entry to contactcustomers who are interested in the brand owner and the brand owners products.Partners are provided with the tools and information to more effectively sell to anddo business with end customers. The Partner Portal supports self-service, relevantinformation, content, transactions, and analyses for partners.



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

� Partner Managers:A partner manager is responsible for marketing, sales and service of thebrand owners products and services at the partner company. Responsibilitiesinclude managing leads and orders. The partner manager requires access toup-to-date information and analyses, and manages the customer relationshiptogether with the brand owner.

� Partner Employees:A partner employee reports to the partner manager and focuses on dailybusiness processes such as qualifying leads, accepting stock replenishmentorders for customers, providing order statuses to customers, and findingsolutions or logging service requirements for any problems encountered byend customers.



Exercise 4: Lead Management (ChannelManager & Partner Manager)

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a lead as the Channel Manager.� Distribute the lead to the appropriate partner.� Accept the lead in the role of a PC4YOU partner.

Business ExampleYou are in the role of the Channel Manager at the PC manufacturer PC4You. Youhave been informed that the customer Media Store is interested in 10 PCs. Youwant to pass on this information as a lead to your sales partner ED Systems. Soyou create a transaction of the type Lead. The lead contains all the importantinformation on this business matter. In the next step you forward this lead to thepartner ED Systems, who then contact the customer and further qualify the lead.

Logan White is the sales representative at ED Systems, the reseller of PCs fromPC4YOU. Logan White logs on directly to the system of PC4YOU. There he findsall the necessary information, including the lead previously created by you (in therole of a Channel Manager) and forwarded to ED Systems.

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

1. Log onto the CRM WebClient User Interface in the Business Role of aChannel Manager.

2. Create a lead. (Hint: Sales Cycle→ Create→ Lead).

Create a lead with the transaction type Lead Partner Portal.

Enter the Description Lead for Group ## (## stands for your group number).

Enter the ProspectMedia Store (partner ID 3271).

Enter 10 items of the product HT-1000.

Save the lead.




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

4. Forward the lead to the ED Systems partner (partner ID 300864). Do notforget to save your document again.

Note: Distribution should take place by the method Manual PartnerSelection.

5. What is the current status of the lead now?

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

7. Log off in the function of the Channel Manager and close all browserwindows and sessions.




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

1. Log onto the CRM WebClient User Interface as Logan White (in theBusiness Role of a Partner Manager).

Hint: In this special case (because taking over the role of LoganWhite) in the pop-up SAP NetWeaver � SAP Web Application Serverlog on with userWHITEL and password welcome (instead ofCRM-##). This will lead you to the role and functions of LoganWhite as the Partner Manager at ED Systems.

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

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

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



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

1. Log onto the CRM WebClient User Interface in the Business Role of aChannel Manager.

a) Select the Business Role Channel Manager out of the list.

2. Create a lead. (Hint: Sales Cycle→ Create→ Lead).

Create a lead with the transaction type Lead Partner Portal.

Enter the Description Lead for Group ## (## stands for your group number).

Enter the ProspectMedia Store (partner ID 3271).

Enter 10 items of the product HT-1000.

Save the lead.

a) Create a lead with the transaction type Lead Partner Portal.

Enter the Description Lead for Group ## (## stands for your groupnumber).

Enter the ProspectMedia Store (partner ID 3271). Use the input helpand search for the prospect Media Store (partner ID 3271) by enteringMedia* in the Name1 / Last Name field. Choose Search to start thesearch and then select and transfer the search result to your document.

Enter 10 items of the product HT-1000. On the Products assignmentblock, enter HT-1000 (Notebook Basic 15) in the Product ID field and10 in the Quantity field.

Save the lead you created by choosing Save.

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

Answer:

On the Lead Details assignment block within the area General Data theTransaction ID is shown. The current status of the lead is shown within theStatus area on the Lead Details assignment block. The status Open canbe seen in the Status field.

4. Forward the lead to the ED Systems partner (partner ID 300864). Do notforget to save your document again.




Note: Distribution should take place by the method Manual PartnerSelection.

a) Select Distribute in the Header area of the Lead overview screen.Choose the Method: Manual Partner Selection and use the input helpin the Channel Partner field to search for ED Systems (partner ID300864). You can find this by entering ED* in the Name field. ChooseSearch to start the search, then select and transfer the search result.

Choose the button Update. Select the table row within the block Leadsto Be Distributed and choose the button Save and Back.

5. What is the current status of the lead now?

Answer:

Status field: Dispatched to Partner

6. You have sent the lead to ED Systems and you now want to know who thecontact persons for ED Systems are. Who is the Partner Manager at EDSystems?

Tip: Check the details for Partner ED Systems in Partners & Accounts area.

Answer:

Within the navigation area branch to Partners & Accounts. Within theblock Search select Channel Partners and search for ED Systems. SelectED Systems out of the result list and branch to the Partner Contactsassignment block. Diane Drake and Logan White are listed. Logan White isthe Partner Manager.

7. Log off in the function of the Channel Manager and close all browserwindows and sessions.

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




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

1. Log onto the CRM WebClient User Interface as Logan White (in theBusiness Role of a Partner Manager).

Hint: In this special case (because taking over the role of LoganWhite) in the pop-up SAP NetWeaver � SAP Web Application Serverlog on with userWHITEL and password welcome (instead ofCRM-##). This will lead you to the role and functions of LoganWhite as the Partner Manager at ED Systems.

a)

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

a) SelectWorklist in the navigation bar and branch to theWorkflowTasks assignment block.

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

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

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

a) Choose the button Back. Accept the lead by selecting the hyperlinkAccept Lead for group ## in the column Subject within theWorkflowTasks assignment block. Finally choose the button Execute Decisionto accept the lead and also changing the status. Log off in the role ofLogan White.



Lesson Summary

You should now be able to:� Describe the roles and associated portals in SAP CRM Partner Channel

Management.



Lesson: Channel Commerce

Lesson OverviewThis lesson describes the functional area of Channel Commerce within SAP CRMPartner Channel Management.



Business Example

Figure 52: Channel Commerce


SAPCRM Lesson: Channel Commerce

Channel Commerce is a functional area of SAP CRM Channel Managementthat enables your company to:

� Incorporate channel partners into E-Commerce processes� Provide channel partners with an E-Commerce platform to process customer

sales� Facilitate a single, consistent face to the customer over the Internet� Collaborate with your partners to develop and maintain end-customer

relationships

Examples:

� Collaborative Showroom:The Collaborative Showroom enables brand owners to host a Web shopfor collaborative online sales and marketing of products and services. Thecustomer has a single point of access to search for and purchase productsfrom the entire partner network.

� Distributed Order Management:The Distributed Order Management function of SAP CRM allows brandowners to distribute orders to partners for fulfillment.





Exercise 5: Collaborative Showroom

Exercise ObjectivesAfter completing this exercise, you will be able to:� Place an order in the Web shop in the role of an end customer and select the

partner(s) you want to deliver the products.

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

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

1. Enter the Collaborative Showroom via the link in transaction ZLINKS.

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

3. Navigate to the shopping basket.

4. Search for a partner who is processing the order and choose the organizationEuroCo.




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

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

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

8. Perform the order transaction for each of the partners. Select the Invoicepayment method and accept the General Terms and Conditions. Close theorder transaction by ordering.

9. Check the order confirmation and note the two order numbers.

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

11. Log off.



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

1. Enter the Collaborative Showroom via the link in transaction ZLINKS.

a) Select transaction ZLINKS out of your favorites and use the link foraccessing the Collaborative Showroom.

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

a) Choose Add to Shopping Basket for the selected products.

3. Navigate to the shopping basket.

a) Select the link View Shopping Basket.

4. Search for a partner who is processing the order and choose the organizationEuroCo.

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

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

Answer:

The Multi Print is not part of EuroCo�s assortment.

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

Answer:

Yes, it is available from other organizations. To determine this, chooseFind a new partner for this item from the Multi Print product line. Onthe next screen you see that the companies Lime Computers and PacificTechnologies can deliver this product. Lime Computers can deliver theproduct faster.Choose Lime Computers for the Multi Print so that different partners processthe two order items.




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

a) Select the button Update first and then choose the button Go ToCheckout. Enter the listed E-Mail and password.

8. Perform the order transaction for each of the partners. Select the Invoicepayment method and accept the General Terms and Conditions. Close theorder transaction by ordering.

a) Go through the ordering process and steps. Repeat this procedure forthe second item.

9. Check the order confirmation and note the two order numbers.

Answer:

Select the hyperlink Display print version of order.

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

Answer:

The status for both orders is Open. SelectMy Orders.

11. Log off.

a) Choose Log off.



Lesson Summary

You should now be able to:� Describe the functional area of Channel Commerce within SAP CRM

Partner Channel Management.



Lesson: Channel Marketing Funds

Lesson OverviewThis lesson briefly explains the processes and functionality of Channel MarketingFunds.



Business Example

Figure 53: Channel Marketing Funds - Target

The target of Channel Marketing Funds is to extend your marketing reach andmultiply your marketing dollars by leveraging your Channel Partners.

Channel Marketing Funds enables brand owners to more efficiently manageand distribute marketing funds to their channel partners and to increase theeffectiveness of their channel marketing expenditures.

Channel Marketing Funds are provided by Brand Owners (e.g. manufacturers) totheir Channel Partners to execute marketing activities and to allocate funds to aspecific geographical area or product (groups) to go the last mile to the customerwho is often anonymous for the MDF program owner.


SAPCRM Lesson: Channel Marketing Funds

Channel Marketing Funds are a resource available to Channel Partners (e.g.distributor, VAR, dealer) to fund demand generation activities that will increasesales and generate leads and business opportunities.

Channel Marketing Funds are not sales incentives (like high class golf equipments)or promotions (like a special product discount).

Funds are set up based on the underlying business plan per channel partner. It willdevelop over time based on the actual channel partner sales performance or it isbased on a given fixed amount.

A fund can be related to funded initiative templates to request funded initiatives.The funded initiatives themselves may include Trade Shows, Email Campaigns,Seminars, Advertising, Joint Collateral, etc.

Upon prior approvals (funded initiative, claim), Channel Partners will receivespecific reimbursement for the negotiated expenses associated with the specificinitiative.

Figure 54: Channel Marketing Funds - Business Process Overview



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

� Channel manager sets up Funds Plan with Funds and MDF Program/SpecialProgram with initiative templates

� Channel manager manages fund budgets� Partner manager enrolls to the MDF program� Partner manager checks available funds� Partner manager creates initiative request (based on initiative template)� Channel manager manages initiative request approval� Partner executes approved initiative and creates claim request for

reimbursement� Channel Manager manages claim approval and settles approved amount


SAPCRM Lesson: Channel Marketing Funds

Lesson Summary

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


Unit Summary SAPCRM

Unit SummaryYou should now be able to:� Explain the concept of SAP CRM Partner Channel Management which is

to provide a platform for organizations to manage partner relationships andenable channel partners to do business with end-customers.







Unit 6SAP CRM Sales

Unit OverviewThis unit introduces the business processes supported in SAP CRM Sales anddescribes different business objects, elements, and functions in SAP CRM Sales.


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

CRM.

Unit ContentsLesson: Account & Contact Management .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120Lesson: Activity Management .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124Lesson: Opportunity Management .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128Lesson: Quotation and Order Management.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133

Exercise 6: Creating Sales Transactions... . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137Lesson: Contract Management .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144Lesson: Additional Topics in SAP CRM Sales .. . . . . . . . . . . . . . . . . . . . . . . . . . . . .147


Unit 6: SAP CRM Sales SAPCRM

Lesson: Account & Contact Management

Lesson OverviewThis lesson describes the key Account and Contact Management functions ofSAP CRM.


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

Business Example

Figure 55: Case Study: SAP CRM Sales

As a sales representative for your company, you use the various tools for youraccounts: You create an opportunity after having visited a customer, performcustomer-related activities, and finally turn the opportunity into a quotation.

As an employee responsible for shipment, you use the SAP ERP system tocomplete the delivery of orders placed using the various channels, such as theE-Commerce Web shop.


SAPCRM Lesson: Account & Contact Management

Figure 56: Sales Cycle and Closed-Loop CRM

Closed-loop Interaction Cycle: Provides companies with an insight into the entirecustomer life cycle � from the moment a lead is identified, to planning necessarytasks and activities, providing a quotation, entering an order, and finalizing andmanaging the billing cycle and fulfillment process.

360 Degree Visibility: SAP CRM delivers an unrivalled, comprehensive viewof each sales opportunity by providing complete information about prospects,customer histories, milestones, key decision-makers, tasks, activities, and progress.

Multi-Channel Optimization: Gives sales team members (regardless of their roleor location), partners, and customers immediate access to all critical informationensuring an integrated and consistent experience regardless of the channel used.

Real-Time Visibility: Front office and back office are seamlessly linked ensuringreal-time visibility of critical back-office information for optimized front-officetransactions.



Figure 57: Account & Contact Management

Key Account and Contact Management functions of SAP CRM include:

� Quick access to key account information, including overviews of criticalrelationships, sales documents such as quotations and contracts, andcomplete customer interaction histories including inbound and outboundcalls, e-mail exchanges, written correspondence, on-site visits, meetings,and presentations.

� A customizable fact sheet that provides important Key PerformanceIndicators (KPIs).

Linking master data processing and integrating transaction data in AccountManagement provides an ideal basis for preparing targeted and customer-orientedvisits.

Account and Contract Management is particularly useful for sales employees ormangers who work with the system only occasionally to prepare or postprocesstheir customer visits.


SAPCRM Lesson: Account & Contact Management

Lesson Summary

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



Lesson: Activity Management

Lesson OverviewThis lesson explains the key Activity Management functions of SAP CRM.


� Explain the key Activity Management functions of SAP CRM.

Business Example

Figure 58: Activity Management

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


SAPCRM Lesson: Activity Management

Key Activity Management functions of SAP CRM include:

� Ability to schedule and manage simple and complex tasks� Ability to define and access customer activities, including all communication

transactions, such as appointments, dates, telephone calls, e-mails, letters,and meetings

� Seamless integration into all business transactions allowing basic functionsto be used in each phase of the CRM process and sales cycle

� An activity journal to record, update, and track critical customerinformation gathered from each customer interaction, including feedback onrequirements, products, and services discussed.

� Ability to integrate many different areas of data and create surveys. Forexample, pharmaceutical companies could use such surveys to track thebatch and product numbers of free samples offered during customer visits.Retailers, on the other hand, could record the costs of campaigns and otherdetails.

� Two-way synchronization of SAP CRM activities and calendars withMicrosoft Outlook or Lotus Notes, ensuring that sales employees can viewtheir CRM calendars in third-party solutions as well.

� Tour planning and activity scheduling can be used to select business partnersand create activity proposals for them, which are immediately shown inthe calendar.

Figure 59: Groupware Integration in SAP CRM

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



in both directions, enabling you to call up activities and data (such as date, time,location and business partners involved) in your own office management systemthat you originally entered in the SAP CRM system (and vice versa). This allowsyou to work more quickly and effectively because you do not have to constantlyrefer to your CRM calendar or groupware calendar to check appointments andtasks.

SAP CRM Activity Management can be integrated with the Microsoft ExchangeServer 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+.

When you create or change an activity (contact or task) in SAP CRM ActivityManagement, it is saved in the database as a Messaging Business Document(Bdoc) and sent to Middleware. Middleware calls adapters and sends the activityto the map box. It is then converted to iCalendar format so that it is compatiblewith the groupware applications.

Groupware integration with CRM Enterprise is server-based, meaning the datais exchanged automatically in the background without having to be triggered bythe user.


SAPCRM Lesson: Activity Management

Lesson Summary

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



Lesson: Opportunity Management

Lesson OverviewThis lesson describes the key Opportunity Management functions of SAP CRM.


� Describe the key Opportunity Management functions of SAP CRM

Business Example

Figure 60: Opportunity Management

An opportunity is a recognized possibility for a company, for example, to sellproducts or services. The opportunity allows you to view sales projects fromthe very start and track their progress.

An opportunity goes through a sales cycle that is divided into various phases. Ineach phase, different activities are carried out. The sales process ends with a salesorder, contract, or rejection.


SAPCRM Lesson: Opportunity Management

With the Opportunity Management functions of SAP CRM, sales employees caneasily:

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

project and resource management capabilities

Figure 61: Opportunity Management - Sales Methodology



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

� A sales assistant feature, which companies can use to guide sales employeesthrough a structured sales process. This function also supports salesemployees in planning their sales activities. With the help of the salesassistant feature, companies can manage and monitor all sales opportunityactivities and provide sales representatives with recommended activities andtasks to complete during each phase of the sales process.

� A buying center, where users can enter information on people involved incustomers decision-making processes, including endorsers, decision makers,users, assessors, and coaches.

� An opportunity assessment tool, which provides sale representatives withchecklists with which they can qualify projects and determine the probabilityof closing sales.

� An opportunity plan, which provides a complete view into the current statusand details of an opportunity.

Figure 62: Pipeline Performance Management

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


SAPCRM Lesson: Opportunity Management

Pipeline Performance Management helps sales managers and sales representativesto:

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

targets

Pipeline Performance Management provides a great user experience by merginganalytics and actions in one application.

Four different chart types are offered: Target To Date View, Sales Pipeline View,Closing Date View and Sales Pipeline Change View.

For Pipeline Performance Management SAP Business Intelligence (SAP BI) isnot required.



Lesson Summary

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


SAPCRM Lesson: Quotation and Order Management

Lesson: Quotation and Order Management

Lesson OverviewThis lesson explains the key elements and functions in Quotation & OrderManagement.


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

Business Example

Figure 63: Quotation and Order Management - Quotation



Basic elements and functions in Quotation Management include:

� Information about Existing Quotation: When you create a new salesorder, the system checks whether valid quotations for the customer andthe products already exist. If there is only one quotation, the system canimmediately assign it to the sales order. Alternatively, it can display a list ofall relevant quotations.

� Validity: Can be determined manually or by using a date profile at headerand/or item level

� Completion: A quotation is completed if the validity period expires (action),if the customer rejects it, or if its status is changed (for example, if thequotation is accepted).

� Sales Probability: Determines how likely it is that a sales order will beinitiated on the basis of the quotation. This is used to forecast sales (expectedrevenue).

� Alternative Items: Items can be combined into groups. Only one item ofthe group can be transferred to an order.

� ATP Check: Calculated according to quotation-specific ATP profile� Actions: Generate actions (for example, e-mails, workflows or follow-up

documents) from application data in accordance with an action definition.� Distribution: Quotations that are created in SAP CRM can be transferred to

SAP ERP. These quotations can then be converted into orders in SAP ERPbut not in SAP CRM. Quotations managed in SAP ERP are distributed toSAP CRM for information purposes. An error-free quotation created in SAPCRM is copied to SAP CRM Mobile Sales. A quotation created in SAPCRM Mobile Sales is copied to SAP CRM.

Figure 64: Quotation and Order Management - Sales Order



Important functions in Customer Order Management include:

� Execution of Credit Check: The SAP CRM system uses a Remote FunctionCall (RFC) to call SAP ERP or another system in which the credit check isperformed. SAP CRM displays the overall credit status in the header, setsthe credit status at item level, and enters corresponding messages in theapplication log. If the credit limit has been exceeded, further processing isprevented by the status �Credit Limit not OK�.

� Use of Payment Cards: You can define payment card data in the BusinessPartner master data and then easily enter it in the sales document. In a salestransaction for which payment is made with a payment card, the systemcarries out an authorization check with a clearing house. The settlement withthe clearing house is executed in the ERP system.

� Availability Check: The following options are supported:the availability check of products in SAP SCM; the rule-based availabilitycheck in SAP SCM; the availability check in SAP ERP; and productavailability information in SAP SCM or SAP ERP.

� Product Listing and Exclusion (PPRs): A partner/product range (PPR) isa combination of business partners and products that is valid in predefinedscenarios for a specific time.

� Explosion of Structured Products: Single-level explosion of structuredproducts in sales transactions.





Exercise 6: Creating Sales Transactions

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create various sales transactions

Business ExampleYou have a chance to sell notebooks to a customer and want to use the salesmethodology to create a sales document of the type Opportunity. Later on, youwant to convert this opportunity into a quotation. The quotation is accepted byyour customer and results in a follow-up order.

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

1. Use the sales methodology (transaction type Sales Methodology) to createan opportunity.Enter the following data:Description: ##OpportunityProspect: ##TurnerSales stage: Identify opportunityExp. Sales Vol: 20,000 USDClosing Date: end of this yearEnter the product HT-1010 and the quantity 10.Press ENTER, save the opportunity, and note the transaction number

2. Create a follow-up activity using the Sales Assistant.

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




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

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

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

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

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




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

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



Solution 6: Creating Sales TransactionsTask 1:Log on to the CRM WebClient User Interface in the role of a Sales Professionaland create various sales transactions.

1. Use the sales methodology (transaction type Sales Methodology) to createan opportunity.

Enter the following data:

Description: ##Opportunity

Prospect: ##Turner

Sales stage: Identify opportunity

Exp. Sales Vol: 20,000 USD

Closing Date: end of this year

Enter the product HT-1010 and the quantity 10.

Press ENTER, save the opportunity, and note the transaction number

Answer:

Within the navigation bar select Sales Cycle. Go to the hyperlink for creatingan Opportunity. In the Select Transaction Type - Web Page Dialog screenselect transaction type Sales Methodology.Enter the following data:Prospect: ##TurnerDescription: ##OpportunitySales stage: Identify opportunityExp. Sales Vol: 20,000 USDClosing Date: (for example, 12/31/2010)Enter the product HT-1010 and the quantity 10.If a partner selection screen comes up, select the first partner out of this list(mark the relevant partner and select the button Choose).Press ENTER, save the opportunity, and note the transaction number.

2. Create a follow-up activity using the Sales Assistant.




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

a) Open the opportunity that you just created and choose the SalesAssistant (via button More in the header area of the screen). Mark theentry for Gather Information on Customer and choose Activate inthe header area of this block. Select the button Back to branch to theopportunity overview screen again.

Save the opportunity. Go to the Planned Activities assignment block.Your just created task (out of the sales assistant) should appear.

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

1. Choose the button Create Follow-Up in the header area of the opportunity.Within the Web Page Dialog screen, choose transaction type SalesQuotation: Quotation (�> Order). On the Select Items � Web Page Dialogscreen select the item and transfer it to the quotation.

Save the quotation and note the transaction number.

Go to the Transaction History assignment block and check the informationconcerning the preceding documents.

Answer:

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

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

Answer:

No, quotations that were created in SAP CRM are not transferred to theERP system by default.




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

1. Choose the button Create Follow-Up in the header area of the quotation.Within the Web Page Dialog screen, choose transaction type Sales Order:Telesales. On the Select Items � Web Page Dialog screen select the item andtransfer it to the sales order.

Save the order and note the transaction number.

Answer:

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

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

Answer:

Within the navigation area select Sales Cycle and search for Sales Orders.Enter your just created document number and select Search.Yes, the order created in SAP CRM is transferred as a replicated document tothe ERP system and is available there for further logistical processing (suchas delivery, picking, or goods issue). You can identify this within the searchresult list in the column User Status (Status Distributed Open).

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

a) Choose Log Off.



Lesson Summary

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



Lesson: Contract Management

Lesson OverviewThis lesson describes the key elements and functions in Contract Management.


� Describe the key elements and functions in Contract Management.

Business Example

Figure 65: Contract Management

Important elements of contracts include:

� Authorized Partners: business partners, other than the original sold-toparty, who may release products from a contract. You can create a listof individual, authorized partners, enter one or more group hierarchies, oruse a combination of both.

� Pricing Agreements: Can be defined at header or item level� Deadlines� Cancellation� Completion Rules


SAPCRM Lesson: Contract Management

Integration of contracts between SAP ERP and SAP CRM:

� Contracts usually apply on a long-term basis. Customers who want to useSAP CRM as their main contract management system can transfer contractsfrom the SAP ERP system to the SAP CRM system.

� You can execute an initial data transfer to replicate all existing SAP ERPcontracts to SAP CRM.

� New or changed contracts are then transferred automatically from the ERPsystem to the CRM system.

� In this way you can display contracts from SAP ERP in the SAP CRMsystem and release products from these contracts.

� Contracts are continually updated with the correct released quantities orvalues in both systems.

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

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

Sales orders can be transferred to the SAP ERP system only if they have beenprocessed completely and without error.

From the distribution status of the transaction in the SAP CRM system, you cansee whether the transaction is relevant for distribution and, if so, whether it wassuccessfully distributed to SAP ERP.

Once the delivery has been made in the SAP ERP system, you can check it byviewing the delivery status of the order in the SAP CRM system.

After successful billing, the relevant billing status is set.



Lesson Summary

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


SAPCRM Lesson: Additional Topics in SAP CRM Sales

Lesson: Additional Topics in SAP CRM Sales

Lesson OverviewThis lesson introduces additional functions in SAP CRM Sales, in particularIncentive & Commission Management.


� Describe the Incentive & Commission Management functionality of SAPCRM.

Business Example

Figure 67: Incentive & Commission Management

The Incentive and Commission Management (CRM-ICM) business scenariodelivers an incentive management application, administration interface, andend-user interface. Planning administrators can use the application to createcomplex compensation plans and manage these after implementation. In thisway, organizations can adapt incentive programs quickly and dynamically tothe changing conditions of today's business environment. Sales staff can easilytrack their current performance and model potential commission from their salespipelines. Being able to project the amount of commission themselves allowssales staff to identify the opportunities that ensure that both personal goals andcorporate objectives are achieved.



Offers an effective tool for efficient sales administration:

� Commission can be calculated at a transaction level (a unique attribute ofSAPs solution).

� Complex calculation schemes and various parameters can be taken intoaccount when calculating incentives.

� Centralizes processing of data from different operational areas, sinceIncentive and Commission Management can centralize all data relatedto incentive management especially in industries with multiple andheterogeneous legacy systems.

� Up-to-date visibility of the compensation status at any time, both for thecompensated work force (Sales Manager and Sales Representative) andfor management.


SAPCRM Lesson: Additional Topics in SAP CRM Sales

Lesson Summary

You should now be able to:� Describe the Incentive & Commission Management functionality of SAP

CRM.


Unit Summary SAPCRM

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

CRM.


Unit 7SAP CRM Interaction Center

Unit OverviewThis unit explains the Interaction Center framework and components and how toprocess incoming calls using the knowledge search in the Interaction Center.Additionally, the supported processes and functions of Interaction CenterManagement are introduced.


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

Unit ContentsLesson: Interaction Center Agent Functionalities.. . . . . . . . . . . . . . . . . . . . . . . . . .152

Exercise 7: IC WebClient � Service.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157Lesson: Interaction Center Management .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164


Unit 7: SAP CRM Interaction Center SAPCRM

Lesson: Interaction Center Agent Functionalities

Lesson OverviewThis lesson explains the Interaction Center framework and components as well asthe Interaction Center Agent functionality.


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

Business Example

Figure 68: Case Study: SAP CRM Interaction Center

As an Interaction Center Agent, you receive an incoming phone call from a Webshop customer who is having problems with his notebook that was delivered.

In a first step you use the knowledge search to propose a solution for the customer.

If necessary, you create a service ticket and arrange an appointment for thecustomer with one of our service representatives.

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


SAPCRM Lesson: Interaction Center Agent Functionalities

Figure 69: Interaction Center: Layout and Components

The scratch pad allows agents to write down notes that can be added to thebusiness documents at any time.

Account information shows the most relevant information about the currentinteraction, such as the customers name and company.

The alerts generated by the alert modeler are displayed for the agents (for example,automatic suggestions or reminders).

Communication information shows information from the CommunicationManagement Software, such as talk time, automatic number identification, agentstatus, and queue status.

The tool bar contains push buttons for the telephony functions.

In the work area, you can process business transactions (such as sales and serviceorders), start call lists and interactive scripts, or perform a detailed search forbusiness partners, products, and transactions in the customer's interaction history.

The navigation area enables agents to start transactions and navigate betweendifferent screens.



Figure 70: Interaction Center: Configuration

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

� Sales: processing of sales transactions, opportunities, product proposals� Service: E-mail processing and workflow, solution database, service

transactions� Marketing: campaigns, call lists, product proposals

The Interaction Center also supports communication over a number ofcommunication channels:

� Telephone: incoming and outgoing calls, routing, call lists, CTI (ComputerTelephony Integration) connection

� E-mail, fax, SMS

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



Figure 71: Telemarketing, Telesales, and Teleservice

In telemarketing, marketing campaigns are carried out by coordinating call listsand scripts with agents and outbound dialers.

Scripts and surveys are used to guide agents through interaction with businesspartners. The qualification of leads is also supported.

Telesales includes processing both incoming and outgoing orders. This issupported by product suggestions, such as Top-n Products and Cross-Selling.

Customer Service enables help desks to manage cases and complaints for customerservice & support situations.

The SAP CRM Interaction Center provides a complete range of service functionsfor processing customer requests.

� The knowledge search helps agents to find a solution and forward it tocustomers by phone, E-mail, or chat.

� Complaints and service orders also include the warranty search. Complaintmanagement allows you to trigger follow-up actions like return processingand in-house repair, subsequent deliveries free of charge, and credit memos.

� Agents can check entitlements, understand what products and services thecustomer has, and schedule appointments based on time preferences of thecustomer, and the qualifications and availability of service representatives.



Figure 72: Knowledge Search

The Knowledge Search uses the problem description given by the customer byphone, fax, E-mail, or chat. This text is then used to search for suitable solutionsthat can be passed on to the customer. The knowledge search can also be used bycustomers and field sales representatives, and as an Internet self-service.

To illustrate the knowledge search, this slide uses a customer inquiry that is mailedto the Interaction Center.

� The knowledge search uses the entire text of the E-mail. The agent canoptimize the search by reducing the text to the relevant parts. The text isautomatically matched with the problems saved in the database. The textsearch also contains a phonetic search.

� The agent can enhance or restrict the range of the text search by assigningthe problem to predefined categories. An unlimited number of categoriesand attributes can be freely defined as a hierarchical system.

� Solutions are assigned to the problems determined in the database.Consequently, the agent receives a list of search results containing symptomsand solutions ordered by their relevancy to the texts and attributes.

� The agent selects one or more solution proposals, copies them, and insertsthem in the E-mail reply to the customer.

� Feedback from the customer and/or agent is used to continually optimize thesearch for a solution.



Exercise 7: IC WebClient � Service

Exercise ObjectivesAfter completing this exercise, you will be able to:� Process an incoming telephone call in the Interaction Center Web Client

Business ExampleA business partner calls the Interaction Center because he is having problemswith a notebook that he bought a few days before on the Internet. You use theinformation search to find a solution to the customer's problem.

Task 1:Start the Interaction Center. Log on to the CRM WebClient User Interface inthe role of an Interaction Center agent.

Hint: Select the Business Role Default IDES IC AGENTS.

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

1. Select Account Identification in the navigation bar.

2. Enter ##Turner in the Account field and press ENTER (or choose thebutton Search Account).

Optional: You can also search the account by entering the Transaction ID ofthe sales order created in the Web Channel.

3. Confirm the identified business partner. The interaction history will bedisplayed automatically

Task 3:The business partner ordered a notebook on the Internet a few days ago. ##Turnertells you that the notebook sometimes output the error �Error message 190� forno reason and then shut down.

Use the knowledge search to find a solution to the customer's problem.

1. Select Knowledge Search in the navigation bar.

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




The search result is displayed on the right side of the screen. The firstsolution assumes that the battery is empty and suggests connecting thenotebook to the mains supply. ##Turner wants to try this solution and callback if it does not solve the problem.

Hint: Verify that in the fieldKnowledge Base the entry for SolutionDatabase is selected.

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

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

2. To document the incoming call as well as the suggested solution selectInteraction Record in the navigation bar.

In the Activity clipboard of the contact data, you can see the business partnerand the solution you suggested to her.

3. Enter the following data in the contact data:

Description: Notebook problem ##Turner

Notes: Customer will test suggested solution and call back if it does notsolve the problem.

4. Now you can select End (function button at the top of the screen).

In this way you save the incoming call as an interaction data record and thesuggested solution is stored in the interaction data overview. If the customercalls again because of the same problem, every agent can find the call andthe suggested solution already recorded in the customer�s interaction history.

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

1. Another call arrives from your business partner ##Turner. Identify theaccount again and look at the interaction history to allocate the informationregarding the suggested solution from the call before.

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




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

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



Solution 7: IC WebClient � ServiceTask 1:Start the Interaction Center. Log on to the CRM WebClient User Interface inthe role of an Interaction Center agent.

Hint: Select the Business Role Default IDES IC AGENTS.

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

1. Select Account Identification in the navigation bar.

a) Within the navigation bar branch to the Account Identification area.

2. Enter ##Turner in the Account field and press ENTER (or choose thebutton Search Account).

Optional: You can also search the account by entering the Transaction ID ofthe sales order created in the Web Channel.

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

3. Confirm the identified business partner. The interaction history will bedisplayed automatically

a) Select the button Confirm. The last interactions of your businesspartner will be displayed.

Task 3:The business partner ordered a notebook on the Internet a few days ago. ##Turnertells you that the notebook sometimes output the error �Error message 190� forno reason and then shut down.

Use the knowledge search to find a solution to the customer's problem.

1. Select Knowledge Search in the navigation bar.

a) Within the navigation bar branch to the Knowledge Search area.

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




The search result is displayed on the right side of the screen. The firstsolution assumes that the battery is empty and suggests connecting thenotebook to the mains supply. ##Turner wants to try this solution and callback if it does not solve the problem.

Hint: Verify that in the fieldKnowledge Base the entry for SolutionDatabase is selected.

a) Within the field Search Terms enter Error message 190 and pressthe Search button.

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

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

a) Mark the first entry of the Solution Database result list and choose thebutton Add to Cart.

2. To document the incoming call as well as the suggested solution selectInteraction Record in the navigation bar.

In the Activity clipboard of the contact data, you can see the business partnerand the solution you suggested to her.

a) Branch to the Interaction Record area.

3. Enter the following data in the contact data:

Description: Notebook problem ##Turner

Notes: Customer will test suggested solution and call back if it does notsolve the problem.

a) Enter the description in the field Description and additionally maintainthe listed text in the Notes block.

4. Now you can select End (function button at the top of the screen).

In this way you save the incoming call as an interaction data record and thesuggested solution is stored in the interaction data overview. If the customercalls again because of the same problem, every agent can find the call andthe suggested solution already recorded in the customer�s interaction history.

a) Select the button End in the Tool bar.




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

1. Another call arrives from your business partner ##Turner. Identify theaccount again and look at the interaction history to allocate the informationregarding the suggested solution from the call before.

a) Enter ##Turner in the Account field and press ENTER (or choose thebutton Search Account). Select the button Confirm.

Check the Last Interactions. Your previously created interactionrecord (Notebook problem ##Turner) should be displayed.

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

a) Select Service Tickets in the Navigation bar and choose ServiceProcess as transaction type. Enter Service ##Turner in the fieldDescription and select Personal Computer out of the list in theCategory 1 field.

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

a) Branch to the Notes block and maintain the text.

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

Answer:

Select the button Save to save your Service Process and choose the buttonEnd in the top of the screen. Close the browser window to end your task asan Interaction Center agent.Finally log off in the role of an Interaction Center Agent.



Lesson Summary

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



Lesson: Interaction Center Management

Lesson OverviewThis lesson describes the functions of Interaction Center Management.


� Describe the functions of Interaction Center Management.

Business Example

Figure 73: Interaction Center Management: Tasks

The main task of the Interaction Center Management is to guide the InteractionCenter Agents. This is supported by the following components:

Interactive Scripting is a function in the Interaction Center that allows managersto design step-by-step scripts and allows agents to execute these scripts wheneverthey need guidance during customer interactions.

Agents use these scripts to guide them through each step of a customer contactand enter the customer's responses in the script. The customer's response dictatesthe next step that the script displays. These steps may include questions withpredefined answers, business transactions, Web documents, or other activitieswithin the IC.


SAPCRM Lesson: Interaction Center Management

Interactive scripting makes agents' interactions with customers more consistent,which in turn improves the quality of a company's customer interactions.

E-Mail Response Management System (ERMS) is a tool for managing largeamounts of incoming e-mail. Instead of routing all incoming e-mails into onequeue, ERMS provides services for automatically processing and organizingincoming e-mail. There are several automated activities that reduce the need formanual intervention by interaction center agents, thus substantially increasingefficiency and processing accuracy, by helping agents to process e-mail in lesstime and allowing them to provide the same quality response regardless of agentskill level. ERMS provides tools for agents to efficiently and consistently respondto messages, and for managers to administer, monitor, and report on the wholee-mail process.

SAP delivers preconfigured ERMS settings and functions that you can extendusing custom coding.

Intent-Driven Interaction (IDI) supports rule-based agent guidance and ensuresthat customer interactions are handled according to corporate standards viarule-based alerts, interactive scripts, navigation, and other actions based onflexible IC events.

Figure 74: Interactive Scripting

Interactive scripting helps the agents in their communication with businesspartners. Agents can select and call these scripts manually. Scripts can also belinked to marketing campaigns so that when calls are made in connection witha certain campaign, the script opens automatically. Scripts can also be launchedautomatically driven by events.



The script provides question and answer alternatives, which the agents can useduring their conversations with the customer. The script can call up specifictransactions, depending on the customer's answer. Thus the script can, forexample, branch to the processing of sales orders.

The conversation is saved as a history. This enables the agent to access informationon the customer's previous answers during the conversation. The conversationscan also be evaluated statically and used by Marketing to distribute the businesspartners to target groups.

Figure 75: Intent-Driven Interaction (IDI)

Intent-Driven Interaction (IDI) ensures that customer interactions are handledaccording to corporate standards via rule-based alerts, interactive scripts,navigation, and other actions based on flexible Interaction Center events.

First of all Interaction Center Events have to be defined in Customizing (based onUser Interface elements like buttons and Drop Down List boxes).

Within the Rule Modeler in a second step Business Roles and IC events have tobe assigned to a rule policy.

Business Rules are created by using Conditions and Actions.

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



Figure 76: IC Management: Managing Call Lists

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

� Individual calls can be removed from, added to, or moved to other listsmanually.

� Synchronizing call lists means that the agent can specify the time frameand, in addition to the main business partners, select the appropriate contactpersons. When processing the call list, the agent can then choose whether tocall the main business partner or one of the contact persons (context menu).

� Scripts can be assigned to the call lists.� Call lists that have been created separately can be assigned to each other.

The call lists are then assigned to the relevant organizational units, positions, oreven individual users for processing.

You can monitor the processing of the call lists using different key figures (size ofthe call list, number of open and completed calls, and so on).

The call finally needs to be activated.



Figure 77: IC Management: IC Manager Dashboard

In the Dashboard you can display the following:

� The number of active agents per channel� Overall status of each of the queues in the Interaction Center� Three overview key figures of your choice, such as call volume, average

handling time and average speed of answer� Alerts (either as texts or symbols) that inform you if the threshold values you

configured have been exceeded or not reached

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

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

today, average handling time and average speed of answer

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



Lesson Summary

You should now be able to:� Describe the functions of Interaction Center Management.


Unit Summary SAPCRM

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


Unit 8SAP CRM Service

Unit OverviewThis unit describes the business processes in SAP CRM Service and explainsvarious business objects, elements, and functions in SAP CRM Service.


� Explain the concept of Installation Management and the functionality ofObjects.

� Describe the concept and usage of Service Contracts and Service Plans.� Explain the business process of Service Order Management and the

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

the supporting SAP CRM Service functionality.

Unit ContentsLesson: Installation Management and Objects ... . . . . . . . . . . . . . . . . . . . . . . . . . .172Lesson: Service Contracts and Service Plans .. . . . . . . . . . . . . . . . . . . . . . . . . . . . .176Lesson: Service Order Management.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180

Exercise 8: Service Process (from Service Process to Billing). . . . . . .187Lesson: Additional Topics in SAP CRM Service .. . . . . . . . . . . . . . . . . . . . . . . . . . .193


Unit 8: SAP CRM Service SAPCRM

Lesson: Installation Management and Objects

Lesson OverviewThis lesson explains the concept of Installation Management and the functionalityof Objects.


� Explain the concept of Installation Management and the functionality ofObjects.

Business Example

Figure 78: Case Study: SAP CRM Service

As a service representative, you create a service order or receive the order fromthe Interaction Center agent.

You then use the resource planner to assign a service employee.

The service order is replicated on the laptop of the assigned service employee.

After the service employee has carried out the work and confirmed the serviceorder, you, as the billing agent, create a billing document.


SAPCRM Lesson: Installation Management and Objects

Figure 79: Installation Management

Installation Management is used to model objects installed for your customers (forexample, devices, machines, or software) so that you can offer services for them.It can also be used to manage objects that are used internally.

In business processes, an installation can be addressed as a whole unit or you canrefer to individual components (installed base components).

The set of installed objects at the customers site can be used, for example:

� To determine the exact object for which a problem has been reported� To provide the representative with information about which object is affected

and the parts that it comprises� To document changes made to objects

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

� Activities covered by service contracts or Statistics

Use the download function of the bidirectional replication to transfer equipmentfrom SAP ERP Customer Service (CS) into SAP Customer RelationshipManagement (SAP CRM). The pieces of equipment are represented in SAP CRMas objects of an installed base.

The upload function ensures that regardless of the system in which a change wasmade, the data remains consistent in both systems automatically.



Figure 80: Objects

An object is a globally unique tangible or intangible object that a company sellsor provides services for. It is often a specific single unit derived from a product.Unlike a product, however, an object can be uniquely identified. This means thatalthough there may be similar objects, at least one attribute describing the objectis different. This is generally its identification. A car, for example, has its ownspecific number plate.

Objects constitute unique entities and serve as a central reference for businesstransactions between a company and another party. They can be objects acompany sells or provides services for. A supplier of electricity, for example,can describe the location to which electricity is delivered using objects such as�building� and �apartment�.

Objects are integrated in the product master and provide you with the tools tocreate the data you require on the objects used in your business processes andtrack their use within these processes. The product master provides a centralsource from which object-specific data can be retrieved.

Object data includes the information required for specific business processes (suchas customer inquiries, sales orders, service processes, contracts), and other basicdata that essentially describes and categorizes the object.

It is possible to transfer serial numbers from SAP ERP Customer Service to SAPCRM. Data transfer is triggered in SAP CRM and performed by CRMMiddleware.


SAPCRM Lesson: Installation Management and Objects

Lesson Summary

You should now be able to:� Explain the concept of Installation Management and the functionality of

Objects.



Lesson: Service Contracts and Service Plans

Lesson OverviewThis lesson describes the concept and usage of Service Contracts and ServicePlans.


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

Business Example

Figure 81: Service Contracts and Warranty Entitlements

Service contracts are long-term agreements between companies and customers. Aservice contract guarantees customer specific services within specific tolerancelimits of given parameters, such as within a specified time period. The guaranteedservices are represented as service products (such as maintenance, hotline), whichare defined in the individual contract items. They can be of type Value or Quantity.

Processing service orders relating to the service contract at item level is controlledby Service Level Agreements (SLAs). SLAs are monitored by actions.

Objects that have a service entitlement are contained in the object list. The list cancontain products, individual objects, installed bases, or installed base components.


SAPCRM Lesson: Service Contracts and Service Plans

Valid service contracts are checked automatically when service and repair ordersare processed.

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

Analysis of the adherence to the SLA:

� Determining the level of adherence to the fulfillment deadlines defined inthe SLAs

� Overview of delayed and punctual services� Monitoring the adherence to deadlines for services and data provision for

quality analysis in service organizations

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

Figure 82: Service Plan

Definition of a Service Plan:

� Functional enhancement to the service contract. In the service plan, servicesand follow-up transactions that are to be carried out regularly are entered,and service intervals and planned dates are calculated and monitored.

� Using scheduling based on time intervals or counter readings, the serviceplan creates maintenance call objects such as a service order or a quotation.

� To model a service plan in the service contract, create a service plan item atitem level.



Usage of a Service Plan:

� You can use a service plan to plan and organize periodic services that shouldbe provided regularly at certain intervals (for example, regular maintenanceor providing quotations).

� Service plans help you to save costs incurred by unforeseen losses, improveyour service planning and the transparency of these services, and planresources such as personnel or material more efficiently.


SAPCRM Lesson: Service Contracts and Service Plans

Lesson Summary

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



Lesson: Service Order Management

Lesson OverviewThis lesson explains the business process of Service Order Management and thesupporting SAP CRM Service functionality.


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

Business Example

Figure 83: Service Order Processing

The customer reacts to a marketing campaign and requests a quotation for a rangeof products and services.

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

The customer accepts the quotation.

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


SAPCRM Lesson: Service Order Management

The resource planner assigns field service tasks to one or more of the field servicerepresentatives.

The field service representative carries out the work for the customer and confirmsthe time, material consumption, and so on.

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

The service manager triggers billing for the customer and analyzes the completeservice-order processing cycle.

Figure 84: Service Order Processing

You use service orders to record the details of a one-off service agreed upon by aservice provider and a service recipient. Service orders contain all the informationneeded to plan, execute, and bill for a service.

SAP CRM service orders are not replicated to SAP EPR Customer Service (CS).

If needed, service orders can contain several different types of items (service item;service part item, sales item, expense item and tool item).

Service order items can provide demands for the resource planning application(RPA).

You can use the service confirmation transaction to report working time, serviceparts, expenses, and tools used while performing a service. A service confirmationcan be created as a follow-up transaction with reference to a service order orwithout any reference.



You can use the billing functions in SAP CRM to perform billing for severalbusiness transactions:

� Service orders, Service contracts, Service confirmations, Complaints(creation of credit/debit memos), Entitlements, Warranty claims, Billingrequests, Sales orders, Deliveries relating to sales orders and Sales contractrelease orders.

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

Figure 85: Resource Planning Application

You use service resource planning to execute service order-based scheduling orproject-based scheduling with a number of resources.

You can do the following:

� Make employees (internal) and service providers (external) available, byentering service arrangements as resources for service resource planning.In service arrangements, you define availability, skills, job functions, andservice areas, for example.

� Determine and schedule resources: You determine the resources that aremost suitable for service order demands or project role demands, and createcorresponding assignments.



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

� Groupware� Only internal employees can use notification via Groupware.� Channels such as telephone, text message, or e-mail� SAP CRM Mobile Service: Notification using SAP CRM Mobile Service is

only available for service order-based resource planning.

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

Figure 86: SAP CRM Service - Integration into ERP



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

� Logistics integration: SAP CRM service transaction can trigger materialreservations, procurement documents as well as the posting of goods issuesin SAP ERP.

� Controlling integration: SAP CRM service transactions can trigger theposting of costs and revenues in SAP ERP.

� Time sheet (CATS) integration: SAP CRM service confirmations can triggerthe transfer of working hours to Payroll.

� Accounting integration: SCRM Billing documents for example can generateopen items in accounts receivable accounting.

� Optional: Billing integration: SAP CRM service transactions like serviceorders, service confirmations and service contracts can trigger debit memorequests automatically in SAP ERP.

Figure 87: SAP CRM Billing for Service

Standard CRM Service processes are integrated with CRM Billing functions.

Customer invoices are created in the billing section of SAP CRM. One or morebilling due list items are transferred to a billing document. You can also createthe billing document with reference to the delivery or to the sales order. It is



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

� You create a billing document in SAP CRM. The item type in SAP CRM hasan indicator for billing in SAP CRM.

� You send the invoice to the customer. You can send the invoice to thecustomer in electronic form or as a printout.

� Explains the business process of Service Order Management and thesupporting SAP CRM Service functionality.

You release the billing document for transfer to SAP ERP Financials.The data can also be transferred automatically by the system to SAP ERPFinancials. The system posts the accounting document in SAP ERP.





Exercise 8: Service Process (from ServiceProcess to Billing)

Exercise ObjectivesAfter completing this exercise, you will be able to:� Change a Service Ticket� Create a Confirmation� Bill the Confirmation in SAP CRM

Business ExampleA customer has technical problems with his notebook. Neither a search inthe solution database nor the Interaction Center Agent was of any help to thecustomer. Therefore, a technical service representative must visit the customer toinspect the notebook.

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

1. Log on to the CRM WebClient User Interface in the role of a ServiceProfessional.

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

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

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

Task 2:Confirm the services rendered to the customer.

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

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




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

Task 3:Finally bill the Service Confirmation.

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

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

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



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

1. Log on to the CRM WebClient User Interface in the role of a ServiceProfessional.

a) Select the Business Role Service Professional out of the list to accessthe CRMWebClient User Interface in the role of a Service Professional.

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

a) Select Service Orders in the Navigation bar. Search for Service Orders.

In the Search: Service Orders screen enter your Service Processnumber or alternatively search for Service Orders by using the BusinessPartner ID of ##Turner.

Select the button Search. Your previously created Service Process(from the Interaction Center unit) should be displayed.

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

a) Choose the hyperlink in the column Service Order ID within the resultlist to branch to the details of this transaction.

Select the button Edit in the Service Order Details assignment blockand maintain Product IDHT-1010 within theReference Objects block.

Branch to the Items assignment block and choose the button Edit Listto enter the additional spare parts product R-1120 (Quantity 1) besideof the repair work (SRV1_4) that is automatically defaulted by theService Process.

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

a) Within the Processing Data area in the Service Order Detailsassignment block change the status to Released. Save the changes.




Task 2:Confirm the services rendered to the customer.

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

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

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

a) Branch to the General Data area within the Service ConfirmationDetails assignment block. If Lou Windham is not determinedautomatically as the Executing Service Employee, enterWindham (orID 400440) directly in the field Executing Service Employee.

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

Answer:

Within the Processing Data area in the Service Confirmation Detailsassignment block change the status to Completed. Save the changes.

Task 3:Finally bill the Service Confirmation.

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

a) In the Navigation bar select Billing. Search for Billing Due List Items.

In the Search: Billing Due List screen, search by entering the businesspartner ID of ##Turner in the field Payer ID and choose the buttonSearch. In the result list your Service Confirmation should be displayed.




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

Answer:

Mark the entry with the Service Confirmation and choose the buttonIndividual Billing. In the Billing Due List: Individual Billing screen justselect the button Continue. In the Individual Billing Results screen chooseSave. Note the Billing Document ID number that has been created.

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

a) Select Service Operations within the navigation bar. Search for BillingDocuments and choose in the field Payer ID the business partner IDof ##Turner as search criteria. Choose the previously created billingdocument and analyze the above mentioned data.

Finally log off in the role of a Service Professional.



Lesson Summary

You should now be able to:� Explain the business process of Service Order Management and the

supporting SAP CRM Service functionality.


SAPCRM Lesson: Additional Topics in SAP CRM Service

Lesson: Additional Topics in SAP CRM Service

Lesson OverviewThis lesson describes some additional functions in SAP CRM Service, includingComplaints and Returns Management.


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

Business Example

Figure 88: Complaint and Return Processing

Reference document: You can create a complaint/return with or without referenceto a CRM document, for example, a sales order, service order, or billing document.You can create a reference to any document that exists in an integrated system �for example, to billing or delivery documents in SAP ERP. The items selectedare transferred from the reference document on the basis of certain copyingrules defined in the complaint/returns document. You can provide additionalinformation for an existing complaint document by creating a reference to one ormore other documents. You can also create a reference at item level.



Reference object: In complaints and returns, you can provide additionalinformation about the product or service that is the object of the complaint byreferring to objects at header or item level. You can enter a reference to products,installed bases and their components, or individual objects. Information about therelationship between a product and an installation enables you, for example, toanalyze complaints and therefore identify problems relating to the installation inwhich the product is installed.

Warranty check: An automatic check determines whether there is a warrantyfor customer-specific objects. The warranty information helps you decide whatfollow-up measures should be taken. For example, you may want the system tocreate a returns item automatically if there is a warranty. The warranty check isbased either on specified warranty conditions for the individual object/installationcomponents, or on the delivery date entered manually.

Return Material Authorization (RMA): Every returns operation requires anauthorization check for the return of a product sold, and a unique RMA number forthe return delivery. The authorization check is supported by a warranty check andthe reference to an existing CRM sales order. The unique CRM complaint/returnsnumber, which also exists in SAP ERP, supports the RMA number.

Figure 89: In-House Repair

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

You can create in-house repair orders with or without reference to a salestransaction or a service process. If you want to create a transaction with referenceto a preceding transaction, call this transaction up and use the Follow-Up button tocreate an in-house repair order.


SAPCRM Lesson: Additional Topics in SAP CRM Service

You can enter serial numbers for products within the context of complaints, returns,and in-house repair orders. The serial numbers that are entered can be validated.



Lesson Summary

You should now be able to:� Describe the business process of Complaints and Returns Management and



SAPCRM Unit Summary

Unit SummaryYou should now be able to:� Explain the concept of Installation Management and the functionality of

Objects.� Describe the concept and usage of Service Contracts and Service Plans.� Explain the business process of Service Order Management and the

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



Unit Summary SAPCRM


Unit 9SAP CRM Field Applications

Unit OverviewThis unit describes the functions of the various field applications of SAP CRM:Mobile Sales, Mobile Service and Mobile Sales for Handhelds. It will beexplained how to process a service order using SAP CRM Mobile Service.


� Describe the functions of the Mobile Sales and Mobile Service fieldapplications of SAP CRM.

� Explain the technical aspects of SAP CRM Field Applications.� Introduce the functions of the Mobile Sales for Handhelds field application

of SAP CRM.

Unit ContentsLesson: Mobile Sales and Service .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .200Lesson: Technical Aspects of Field Applications .. . . . . . . . . . . . . . . . . . . . . . . . . .205

Exercise 9: Field Applications .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .207Lesson: Mobile Sales for Handhelds .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212


Unit 9: SAP CRM Field Applications SAPCRM

Lesson: Mobile Sales and Service

Lesson OverviewThis lesson describes the functions of the Mobile Sales and Mobile Service fieldapplications of SAP CRM.


� Describe the functions of the Mobile Sales and Mobile Service fieldapplications of SAP CRM.

Business Example

Figure 90: Case Study: SAP CRM Field Applications

The service employee checks the calendar on the laptop and revises customer dataand the service order.

The service employee then completes the repair, and confirms time and materialused. Appointments can also be entered to inform the resource planner about theservice employee's availability.


SAPCRM Lesson: Mobile Sales and Service

Figure 91: Mobile Clients for Mobile Sales and Mobile Service

Field applications enable sales representatives and service technicians who workin the field to use marketing, sales, and service functions of SAP CustomerRelationship Management (SAP CRM) in an offline environment.

To manage customer relationships successfully, companies that have employeesworking in the field must make sure that their employees have up-to-date andcomplete information about the customers they visit. In turn, new informationgathered by employees in the field must be made available to other employeeswho interact with the customer. Field applications provide a range of functionsand integration capabilities to meet these needs.

Figure 92: Mobile Client User Interface



Figure 93: Mobile Sales with SAP CRM: Overview

Account and Contact Management with Mobile Sales: Account and ContactManagement provides companies with a complete overview of their customersand interested parties. It helps to obtain, monitor, and reproduce all criticalinformation such as detailed profiles, full interaction history, and an overviewof critical relationships.

Activity Management with Mobile Sales: Activity Management allows salesrepresentatives and managers to allocate resources for daily tasks effectively sothat sales professionals can close their sales deals as quickly as possible.

Order and Quotation Management with Mobile Sales: Quotation and OrderManagement provides sales order processing functions that companies can use toconfigure products, determine pricing, create proposals, check product availability,acquire and enter orders, manage contracts, and track and manage orders.

Opportunity Management with Mobile Sales: Opportunity Management givessales employees a complete view of a sales opportunity by providing completeinformation about the history of an opportunity, milestones, progress, and keydecision makers.

Campaign Management with Mobile Sales: Campaign Management allowsmarketing professionals to design, execute, coordinate, and monitor all marketinginitiatives. Organizations can create targeted, personalized campaigns usingall communication channels. These channels include direct sales, call centers,mail, e-mail, Internet, and mobile devices. They can also monitor company-wideprofitability at program, product, customer, and partner levels.


SAPCRM Lesson: Mobile Sales and Service

Territory Management with Mobile Sales: Territory Management helpscompanies to maintain task-related, functional organizational structure as a currentorganizational plan.



Lesson Summary

You should now be able to:� Describe the functions of the Mobile Sales and Mobile Service field

applications of SAP CRM.


SAPCRM Lesson: Technical Aspects of Field Applications

Lesson: Technical Aspects of Field Applications

Lesson OverviewThis lesson explains technical aspects of SAP CRM Field Applications.


� Explain the technical aspects of SAP CRM Field Applications.

Business Example

Figure 94: Administration Console: Site for Mobile Client

You use the Administration Console for the administration of sites and mobileusers as well as for the administration and customizing of data distribution.

Within the administration console you have to create one site per mobile client.

Depending on the business processes you assign subscriptions to the site.

You can assign employees and organizations to simplify the maintenance.

When saving your site definition, a Site ID, an inbound and an outbound queue iscreated automatically.



Figure 95: SAP Mobile Application Studio

The Mobile Application Studio (MAS) is an object-oriented, visual developmenttool that is tailored to the architecture of SAP mobile client applications. It allowsyou to customize mobile client applications, delivered by SAP, according to yourspecific business requirements, or develop your own applications.

Mobile Application Studio (MAS) must be installed on all Mobile DevelopmentWorkstations (MDWs) where application developers customize, test and generatemobile client applications.

MAS is integrated with Microsoft Visual Studio .NET and provides a set of visualmodelling tools to facilitate application development as well as a code generatorto generate source code from the application meta-data which is stored in theMobile Application Repository (MAR).

The MAS together with the Mobile Application Repository (MAR) handlesmulti-user development and provides proper change management for developmentobjects.

Multilanguage translations for labels and captions are handled Software logistics,based on the standard R/3 transport system in conjunction with the CRMMiddleware, exist for application meta-data as well as for generated runtime files(→ upgrades).



Exercise 9: Field Applications

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

Business ExampleWithin the business blueprint of a SAP CRM project, you as the project managerhas to explain your customer the philosophy, logic and relevant technical settingsof SAP CRM Field Applications, especially related to Mobile Sales and Service.

Task:To prepare the project discussions, go through the following questions concerningMobile Sales and Service:

1. Mobile Clients enable sales representatives and service technicians whowork in the field to use marketing, sales, and service functions of SAP CRMin the following environment:Choose the correct answer(s).□ A Just in an Online environment□ B Just in an Offline environment□ C In Online and Offline environment

2. The serves as a translatorbetween the CRM server and the Mobile Clients.Fill in the blanks to complete the sentence.

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

4. Optional:

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




Setting Result (Value)Queue NameReplication Type forMaterial Master (05)Criteria Values for Subscription ObjectMaterial Master (05)

5. Within the outbound queue of the SAP CRM system check if there are anyentries existing waiting for a data transfer to the SAPCRM Mobile Clientwhen connecting the next time.



Solution 9: Field ApplicationsTask:To prepare the project discussions, go through the following questions concerningMobile Sales and Service:

1. Mobile Clients enable sales representatives and service technicians whowork in the field to use marketing, sales, and service functions of SAP CRMin the following environment:

Answer: B

2. The Communication Station serves as a translator between the CRM serverand the Mobile Clients.

Answer: Communication Station

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

Answer: Within SAP CRM the Administration Console is used for theadministration of sites and mobile users as well as for the administrationand customizing of data distribution.

4. Optional:

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




Setting Result (Value)Queue NameReplication Type forMaterial Master (05)Criteria Values for Subscription ObjectMaterial Master (05)

a) Within SAPGUI choose Architecture and Technology→ Middleware→ Administration→ Administration Console. Select the Object TypeSite and press the button Display Objects. Expand the entry for MobileClients and select the entry SAPCRMMobile Client.

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

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

d) Finally select tab Criteria Values to identify that only material masterdata maintained for Division 05 should be distributed to the SAPCRMMobile Client.

5. Within the outbound queue of the SAP CRM system check if there are anyentries existing waiting for a data transfer to the SAPCRM Mobile Clientwhen connecting the next time.

a) Within the SAP GUI branch to Architecture and Technology→Middleware→ Monitoring→ Queues→ Display Outbound RFCQueues. Select the button Execute. Within the queue list you will findan entry for CRM Site 322 (which represents the SAPCRM MobileClient). By displaying the details for this entry you can identifyinformation like e.g. the status NOSEND.



Lesson Summary

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



Lesson: Mobile Sales for Handhelds

Lesson OverviewThis lesson introduces the functions of the Mobile Sales for Handhelds fieldapplication of SAP CRM.


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

Business Example

Figure 96: Mobile Sales for Handhelds


SAPCRM Lesson: Mobile Sales for Handhelds

Figure 97: Mobile Sales for Handhelds - Functional Overview

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

� Account Factsheets � non-updatable information that can be any kind ofBP-related master and transactional data. Configured in CRM.

� BP Order History and Activity History� Marketing Attributes � view and maintain

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

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

The product prices brought to the handheld do not take into account any pricingconditions (BP specific, tax, etc...) Only the CRM master data list price isdownloaded and used for calculations of Sales Order total.

Opportunity Management � view/create/update. No associated products.

Activity Management � viewing/updating/creating. Execute customer surveysassociated to individual activities. Calendar and list views.

Complaint/ Service Order � can only create and upload to CRM.



Figure 98: Mobile Sales for Handhelds - Technology

The Mobile Sales for Handhelds application runs on mobile devices that aresupported by the SAP Mobile Engine. The SAP Mobile Engine is the centralplatform for SAP Mobile Business applications.

Describes the functions of the Mobile Sales for Handhelds field application ofSAP CRM..The SAP Mobile Engine is installed locally on a mobile device. Itincludes a Web server, a database layer, and its own business management logic.Field representatives can work offline and do not have to depend on a networkconnection to run impending business applications. The SAP Mobile Engineoffers tools for synchronization and data replication so that the data on the mobiledevice is consistent with the data in the back-end system.

SAP Mobile Engine is based on the following open industry standards:

� Java� eXtensible Markup Language (XML)

SAP Mobile Engine is also equipped with a Java virtual machine and offers anopen programming model with which mobile applications can be developed.

This open system architecture makes the platform independent of both the mobiledevices and the network and supports mobile devices such as Personal DigitalAssistants (PDAs), laptops, and Smart Phones.

SAP Mobile Engine can run on both a standard browser and on a user interfacethat is not based on a browser.


SAPCRM Lesson: Mobile Sales for Handhelds

Lesson Summary

You should now be able to:� Introduce the functions of the Mobile Sales for Handhelds field application

of SAP CRM.


Unit Summary SAPCRM

Unit SummaryYou should now be able to:� Describe the functions of the Mobile Sales and Mobile Service field

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

of SAP CRM.


Unit 10SAP CRM Analytics

Unit OverviewThis unit describes the importance of SAP CRM Analytics in a complete CRMsolution and explains the available analytical methods using various analysisscenarios. Furthermore the functionality of Interactive Reports will be introduced.


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

Unit ContentsLesson: Overview of SAP CRM Analytics .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .218Lesson: Analytical Methods ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .224Lesson: Analysis Scenarios .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229Lesson: Interactive Reporting .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233

Exercise 10: Interactive Reports .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .237


Unit 10: SAP CRM Analytics SAPCRM

Lesson: Overview of SAP CRM Analytics

Lesson OverviewThis lesson explains the importance of SAP CRM Analytics in a complete CRMsolution.


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

Business Example

Figure 99: Case Study: SAP CRM Analytics

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


SAPCRM Lesson: Overview of SAP CRM Analytics

Figure 100: Reporting in SAP CRM

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

The CRM Analytics offerings enable you to:

� Monitor, understand, and influence customer behavior and focus limitedresources on your most valuable customers

� Analyze information concerning markets, competition and past marketinginitiatives to understand how well the marketing campaigns and programsare performing and to influence the success of future marketing initiativesand campaigns during planning

� Understand sales results and plan future sales by comparing plans with actualsales and analyzing the performance

� Gain insights to all important perspectives of service activities performed, thedrivers behind them and the financial performance of the service organization

� Understand the performance of each interaction channel to optimizeresources

Beside the comprehensive BI Reporting additionally with SAP CRM 2007 thepossibility of using Interactive Reports has been introduced. In this case noseparate SAP BI system is required for reporting. Instead the SAP NetWeaverStack that comes with SAP CRM itself can be used in order to run CRM reportson the same machine.



Figure 101: Analysis Scenarios

SAP CRM makes it easy for you to compile and synchronize all relevant data inyour customer knowledge base, and provides you with up-to-date reporting toolsfor monitoring and measuring the success of your enterprise. The forecastingfunctions help you discover hidden patterns and use this information to predictrisks and opportunities in marketing, sales, and service.

In addition, SAP CRM contains an integrated and flexible planning platform, withwhich you can set clearly defined goals and coordinate resources to achieve yourbusiness objectives. The most important aspect is, however, that CRM Analyticsgives your employees the information they need to make the right decisions andprovides a consistent and personalized service for your most valued customers.



Figure 102: SAP CRM Analytics in Your Personalized Portal

The portal combines every type of analysis and every application from all therelevant areas into one role-based view.

You can publish the analysis results in your Enterprise Portal and distribute themeasily around your company. In this way, employees in different locations haveeasy access to important information and can execute tasks interactively; Theycan, for example, enter their planning data on the Web.

Hint: In the first part of the cycle, you must know the main focus areas and thelocations that provide the supporting information. This includes the following:

� Warnings of acute problems. The information for such warnings generallycomes from business process monitoring in SAP Business InformationWarehouse. Example: a credit manager receives a warning that a customerhas exceeded his or her credit limit.

� External or internal messages and documents.

Decisions: During the decision process, detailed analyses are carried out inteamwork.

� The analysis functions examine the data in greater detail. Example: thecredit manager can check the customer's credit history and compare statistics.

� What-if analyses enable you to examine the consequences of differentsolutions.

� Exchanging information with internal and external experts. Example: thecredit manager finds the sales manager responsible for the customer and getsin contact with him or her.



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

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



Lesson Summary

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



Lesson: Analytical Methods

Lesson OverviewThis lesson describes the available analytical methods.


� Describe the analytical methods available in SAP CRM.

Business Example

Figure 103: Methods - Measuring

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

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

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


SAPCRM Lesson: Analytical Methods

Take advantage of the flexible reporting options on the Internet or in MicrosoftExcel.

Analytic methods help to ascertain key figures, such as customer profitability,ABC classes, customer lifetime value, and scoring procedures.

To summarize: SAP CRM Analytics ensures that the values measured are usedclosely with the implementation of the business strategy, for instance by creatinga Balanced Scorecard.

Figure 104: Methods - Forecasting

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

You can use the following to determine behavioral patterns:

� Clustering, to find out more about a customer segment� Association analysis, to find out more about cross-selling behavior� Decision trees, to understand which profiles affect which behavior, and to

incorporate this information into forecasts� Scoring, to bring together different aspects for an overall evaluation� Linear and multi-linear regression, to collect data for predicting behavioral

trends

You can also

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



Figure 105: Methods - Planning

An important prerequisite in customer relationship management is the possibilityto implement a combined marketing, sales, and service planning solution, toacquire and develop a relationship with the right customers, whilst at the sametime increasing the profitability of existing customers. Planning and forecastingprovides a comprehensive range of tools for all stages of planning for a widevariety of business processes across your company. You can use these toolsto develop a planning model that integrates both global strategic and operativeplanning in a self-contained process for online and offline scenarios.

Planning and forecasting gives your company advantages by:

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

strategy accordingly


SAPCRM Lesson: Analytical Methods

Figure 106: Methods - Optimizing

SAP CRM Analytics doesn't only measure results. These results can also be usedto optimize business processes. The goal of CRM Analytics is only achieved whenemployees have access to the information they need to make the best possibledecisions in their day-to-day work. For example, a call center agent can display allthe important customer data on the screen, and the system uses this data to makesuggestions (in the form of a �script�) on how best to support the customer. Whencreating target groups, a campaign manager has easy access to analysis results,such as probability of response and customer categories, and can use these tooptimize a campaign.

Use analysis results in your business processes and give your employees theopportunity to make informed decisions.



Lesson Summary

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


SAPCRM Lesson: Analysis Scenarios

Lesson: Analysis Scenarios

Lesson OverviewThis lesson lists the various analysis scenarios.


� List the various analysis scenarios available in SAP CRM.

Business Example

Figure 107: Scenarios - Customer Analytics

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



Customer Churn Analysis

� Customer segmentation allows you to improve your relationship with yourcustomers directly by providing the best services and products to the mostprofitable and loyal customer segment. However, you must be able to trustthat the segmenting results provide a reliable and accurate customer profile.To make sure of this, you can use customer churn analysis to check theresults and examine changes in customer behavior over time.

� Customer churn analysis lets you check the reliability of segmentationresults and follow any changes in segment membership. This solution notonly lets you analyze different results from one method applied at twodifferent points in time, it also enables comparison between the results oftwo different methods of analysis. Customer churn analysis can be carriedout using decision trees, clustering, or ABC classification. These analysesare supported by comprehensive business content (InfoProviders, Queries).As of BW3.3, Web Cockpits will also be available.

Figure 108: Scenarios - Product Analytics

Today it is vitally important to deliver the right product. Product Analytics canbe used to determine which products and attributes the customers prefer. It isalso important to realize which products are most profitable. Businesses can useProduct Analytics to find out which products are sold together and so increasewallet share.


SAPCRM Lesson: Analysis Scenarios

Figure 109: Analysis Scenarios

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



Lesson Summary

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


SAPCRM Lesson: Interactive Reporting

Lesson: Interactive Reporting

Lesson Overview� This lesson introduces the functionality of Interactive Reports.


� Introduce the functionality of Interactive Reports.

Business Example

Figure 110: Interactive Reports

Since SAP CRM 2007 Interactive Reports can be used for various objects.

E.g. in the Sales environment Interactive Reports for the objects Activities, Leadsand Opportunities can be used.

Users can conduct a search for a report, view a list of saved report searches andview reports grouped by application area. It is also possible to create new reports.

For users different chart types (like line chart, pie chart, bar chart) are offered.



Figure 111: Creation of Interactive Reports

It is possible to create your own Interactive Reports by using a wizard that guidesyou through the process. This procedure consists of the following steps:

1. Select Report Area:

� Dependent on the Business Role you are selecting for the new InteractiveReport different report areas are offered for selection (e.g. if you chooseBusiness Role �Sales Professional� the report areas Activities, Leads andOpportunities are offered)

� Furthermore the default display (like table or chart) is maintained in this step

2. Select Fields:

� Determination which fields and key figures should be displayed

3. Define Filters:

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

4. Define Table:

� Tailoring the way the reports results are displayed in the table

5. Define Chart:

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



6. Share Report:

� Assign report to specific employees or organizational units� When the report is published for the selected users, the report will appear in

their �Reports� Home page





Exercise 10: Interactive Reports

Exercise ObjectivesAfter completing this exercise, you will be able to:� Work with Interactive Reports

Business ExampleAs a Sales Professional you are interested in the open activities of your accountsyou are responsible for. Therefore you will use Interactive Reports to analyzethe situation.

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

1. Select the Interactive Report Accounts with Open Activities.

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

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

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

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

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




Task 3:In future you are always interested in this kind of information and you want tohave the selected display directly when starting your report. Therefore save yourview as ## Open Activities.

You want to transfer the information on open activities to Excel. Export the resultsto an Excel pivot table.

Hint: Enter ## Open Activities in the field Save View As and choosebutton Save.

What is the main difference between Interactive Reports and BI Reports?

Hint: For using BI Analytics, a separate BI system is needed whereasInteractive Reports can be used without an separate BI system.



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

1. Select the Interactive Report Accounts with Open Activities.

a) In the navigation bar select Reports and choose the report Accountswith Open Activities.

2. Within the Report Criteria choose the following selection:

Valid from: Beginning of this year.

Valid to: End of this year.

How many open activities of your customer ##Turner are displayed?

Answer:

Branch to the table that is displayed and identify the open activities for yourcustomer ##Turner.

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

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

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

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

a) Go to the drop-down list within the Display area and select Tableabove Chart.

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

a) Select Bar Chart in the second drop-down list.




Task 3:In future you are always interested in this kind of information and you want tohave the selected display directly when starting your report. Therefore save yourview as ## Open Activities.

You want to transfer the information on open activities to Excel. Export the resultsto an Excel pivot table.

Hint: Enter ## Open Activities in the field Save View As and choosebutton Save.

What is the main difference between Interactive Reports and BI Reports?

Hint: For using BI Analytics, a separate BI system is needed whereasInteractive Reports can be used without an separate BI system.



Lesson Summary

You should now be able to:� Introduce the functionality of Interactive Reports.


Unit Summary SAPCRM

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


Unit 11SAP CRM Implementation & Operation

Unit OverviewThis unit describes how the SAP Solution Manager supports SAP CRMimplementation projects and system administration and demonstrates how tocustomize a new business transaction in SAP CRM.


� Describe how the SAP SolutionManager supports SAP CRM implementationprojects and system administration.

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

Unit ContentsLesson: SAP Solution Manager.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .244Lesson: Customizing SAP CRM .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258

Exercise 11: Create a new transaction type .. . . . . . . . . . . . . . . . . . . . . . . . . . .265


Unit 11: SAP CRM Implementation & Operation SAPCRM

Lesson: SAP Solution Manager

Lesson OverviewThis lesson describes how the SAP Solution Manager supports SAP CRMimplementation projects and system administration.


� Describe how the SAP SolutionManager supports SAP CRM implementationprojects and system administration.

Business Example

Figure 112: SAP Solution Manager

As a member of the project team that is going to implement the chosen SAP CRMsolution, you use SAP Solution Manager for the blueprint, configuration, andtesting phase. During the implementation and after the go-live phase, systemadministrators use SAP Solution Manager for system monitoring and SAPservices.


SAPCRM Lesson: SAP Solution Manager

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

Figure 113: Challenges in Complex System Environments

Figure 114: SAP Solution Manager

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



operation. SAP Solution Manager offers central access to preconfigured content,tools and methodology that you can use during when evaluating and implementingyour systems.

For implementation, these include:

� Contents predefined by SAP for evaluating and implementing industrysolutions

� ASAP procedures for implementing industry solutions� Tried and true implementation and test tools, for example the Implementation

Guide (IMG) or the Test Workbench� An authoring function that you can use to create your own project templates

for your implementation project. This makes SAP Solution Manager an idealtool for SAP partners and companies involved in global rollouts.

SAP Solution Manager Operations allows you to configure, administer, andmonitor systems and business processes for a solution. You can work withoverall solutions as well as individual systems, business processes, and softwarecomponents. You can also set up your own solution support.

Figure 115: SAP Solution Manager as a Central Platform



This infrastructure at the customers site offers the following advantages:

� SAP Solution Manager collects data from all connected systems. This allowsyou to access all of the necessary information in these systems much quicker.

� SAP Solution Manager keeps an up-to-date overview of the whole solutionwith processes and dependencies

� SAP Solution Manager is a tool to:

� Implement and test solutions� Monitor solutions� Maintain solutions� Support users

Spend less time on finding errors and information, get quicker and better support.

With SAP Solution Manager, SAP is able to deliver excellent support not only forsingle systems, but for a customers entire solution.

Figure 116: SAP Solution Manager - Use in Implementation



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

� Project Preparation: The Roadmaps contain information and proceduresfor all phases of your implementation project. Work with SAP SolutionManager begins after the evaluation phase. You first use it to define theproject by entering administrative data for the project management procedure(for example, details about the project deadlines and resources). You setthe project scope and you define the system landscape that you require toimplement your solution during the project preparation phase.

� Business Blueprint: You define a Business Blueprint by documenting theorganizational units, master data, business scenarios, and business processesthat you require to implement your solution. During the Business Blueprintdefinition, you read the documentation supplied by SAP and partners,create your own project documentation and assign individual process stepsto transactions.

� Realization: You configure your business scenarios in the developmentsystem. You check the test cases delivered with your solution and assignfurther test cases to individual processes and process steps. You carry outa consistency check for Customizing of the business processes. That is,you check whether the various application components have been changedconsistently. You synchronize Customizing with Customizing Distribution.You can organize tests. You can reuse the test cases selected duringconfiguration. You can analyze the project at any time during its courseto gain information about the project status and the progress when testingor configuring.

� Final Preparation: Go Live & Support: Perform remote SAP services andmonitor their status. Monitor and manage your systems using real-time alertsdisplayed in a system graphic, with weekly SAP EarlyWatch Alert Reportsand Central System Administration tasks.



Figure 117: Roadmap Details

Roadmaps are part of SAP Solution Manager. They contain the standard SAPimplementation methodology and cover the most important aspects and phases ofa SAP implementation. The Roadmaps provide links to accelerators and tools thatperform project tasks.

You can download the project structure or a roadmap into MS Project to plan yourproject using the data in the project structure or roadmap.



Figure 118: CRM Content Supports Implementation

SAP CRM Business Scenarios are designed to help customers reduce costs,increase revenue, and increase customer satisfaction. They support nestedbusiness processes in the areas of sales, service, and marketing, and across variouscommunication channels.

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

CRM Business Content is delivered exclusively with SAP Solution Manager. Youcan download updated content regularly from SAP Service Marketplace.



Figure 119: SAP Solution Manager - Use in Operations

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

As a system administrator, you can:

� Perform remote SAP services and track their status� Monitor and manage your systems using:

� Real-time alerts displayed in a system graphic� Weekly SAP EarlyWatch Alert reports� Central System Administration tasks

� Use best practice documents and services relating to Software ChangeManagement

� Use Integrated Message Handling for:

� Your own internal support organization� Enhanced remote support by SAP



Figure 120: Service Level Reporting - Workflow Example

Service level reports provide you with a summary of the technical status ofthe systems in your solution. For example, they provide an overview of thetransactions that generate the greatest load. Service level reporting is intendedto ensure adequate levels of service for all users in accordance with businesspriorities and at an acceptable cost. Service level reporting also enables you tomanage service levels for business processes. For example, you can define alertthresholds for transactions in a specific business process that is carried out acrossseveral systems. Service level reports are then updated with this information.

When you set up Service level reporting, you define the contents of the reportsand the frequency with which they are generated.

Service level reports are generated from the aggregated SAP EarlyWatch Alertdata that is regularly sent from the satellite systems in your solution to your centralSAP Solution Manager system.

In SAP Solution Manager, Service Level Reporting:

� Is triggered regularly, for example, once each week. This is a simple processand requires no expert knowledge since it is aimed at different areas ofmanagement (IT and application management).

� Evaluates Key Performance Indicators (KPIs) and derives recommendationsfor management from them. For example, it can recommend standard SAPservices such as SAP EarlyWatch and Solution Optimization Services.

� Is based on the EarlyWatch Alert knowledge engine and is linked to relevantSAP services such as SAP GoingLive Check and the SAP GoingLiveFunctional Upgrade Check



Figure 121: Monitoring with EarlyWatch Alert (EWA) & EarlyWatch

Figure 122: System Monitoring

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



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

Figure 123: Business Process and Interface Monitoring

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

Business Process Monitoring includes the observation of:

� Business application logs (for example application log, worklist log, and soon)

� Data transfer using interfaces between software components� Program scheduling management� Technical infrastructure and components that are required to run the business

processes� Key figures� Execution of required periodic monitoring tasks

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

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



Figure 124: Working with Support Desk - Support Process

The SAP support desk provides:

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

It contains an implementation methodology for the operation of your help desk,and allows for successful capacity planning and service level reporting.

An integrated customer solution database facilitates gathering, storing, and reusingcustomer-specific knowledge.

In addition, searching for and implementing SAP Notes is facilitated by SAPService Marketplace and SAP Note Assistant.



Figure 125: Summary: SAP Solution Manager



Lesson Summary

You should now be able to:� Describe how the SAP SolutionManager supports SAP CRM implementation

projects and system administration.



Lesson: Customizing SAP CRM

Lesson OverviewThis lesson demonstrates how to customize a new business transaction in SAPCRM.


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

Business Example

Figure 126: Customizing SAP CRM

You will now use the Implementation Guide (IMG) to configure the SAP CRMsystem to meet your own requirements.

Additionally, you will learn about the enhancement of the application ofcustomer-specific programming using Business Add Ins (BAdIs).


SAPCRM Lesson: Customizing SAP CRM

Figure 127: Application and Customizing

There are two sides to a CRM system:

� Application: A normal user calls transactions to carry out daily work (forexample, creating sales orders or accepting complaints as an InteractionCenter Agent).

� Customizing: Using the Implementation Guide (IMG), you can configure theCRM system to specifically map the business process to your needs.

The Implementation Guide (IMG) explains the steps in the implementationprocess, the SAP standard (factory) Customizing settings, and the systemconfiguration activities. The hierarchical structure of the IMG is based on theapplication component hierarchy and lists all the documentation that is relevantto implementing the SAP system. The main section describes IMG Customizingactivities, where the relevant system settings are made.

By using SAP Solution Manager within the implementation phase, customershave direct integration with the required Customizing settings for the selectedbusiness scenario.

Figure 128: Example: Creating a new Transaction Type



The Customizing example given above will be described in further detail on thefollowing slides. It gives you an idea of how a CRM system can be configured.Several Customizing activities are available.

Example:Your company uses opportunity management. However, the standard opportunitytransaction types do not fully meet your specific business requirements.Therefore, you define a new opportunity transaction type andset the relevant parameters to match your business requirements.This should be carried out in a typical business scenario, such as creating anopportunity that may result in a sales order.

Figure 129: Example: Step 1

The first step in the example is to create a new transaction type for theopportunity, which fulfills the requirements for the business scenario in question.Usually, this is done by copying an existing entry and changing the relevantparameters in a second step:

Check the standard Customizing for an appropriate entry and, if available, copy it.

Menu path:SAP Easy Access Menu: Architecture and Technology→ Configuration→Customizing→ SAP Reference-IMG→ Customer Relationship Management→Transactions→ Basic Settings→ Define Transaction Types




An important part of creating a new opportunity transaction type is to change thenecessary parameters to meet your specific needs and requirements.

Menu path:SAP Easy Access Menu→ Architecture and Technology→ Configuration→Customizing→ SAP Reference-IMG→ Customer Relationship Management→Transactions→ Basic Settings→ Define Transaction Types




Simply creating a new transaction type is not sufficient to proceed further withinthe application. Depending on the kind of transaction type and the kind of productused, a special item category will be found. This item category manages furtherprocessing. Therefore, you must maintain item category determination.

Menu path:SAP Easy Access Menu→ Architecture and Technology→ Configuration→Customizing→ SAP Reference-IMG→ Customer Relationship Management→Transactions→ Basic Settings→ Define Item Category Determination


Maintain copy control at header and item level so that you can create follow-updocuments such as quotations or orders resulting from an opportunity.

Menu path:SAP Easy Access Menu: Architecture and Technology→ Configuration→Customizing→ SAP Reference-IMG→ Customer Relationship Management→Transactions→ Basic Settings→ Copying Control for Business Transactions:

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




The last step will be to test your newly created opportunity within the application.To do this, select your created transaction type.

Access path:E.g. in the role of a Sales Professional: Sales Cycle→ Opportunities→ Create

Figure 134: Business Add-Ins

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



By using Business Add-Ins, customers can insert additional code withoutmodifying the original object.

Menu path:

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

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

BAdI Implementations can also be created from the IMG.



Exercise 11: Create a new transaction type

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a new transaction type� Understand the basic settings for the transaction type

Business ExampleYou want to use a new transaction type specially adapted to your trade fairbusiness. You will copy an existing transaction type and use the ImplementationGuide (IMG) to adapt it.

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

1. Go to the customizing area by selecting the following path:Architecture and Technology→ Configuration→ Customizing (or usetransaction code SPRO).

Select the button SAP Reference IMG and branch to Customer RelationshipManagement→ Transactions→ Basic Settings→ Define Transaction Types.

2. Search for the existing transaction type OPPT.

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

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

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

6. Use the appropriate button to switch to the details for the transaction typeand enter the action profile OPPORTUNITY_SALES_ASSISTANT.

7. As the sales assistant proposed other actions for the opportunity phase, youmust specify the sales cycle. Double-click on Assignment of BusinessTransaction Categories within the Dialog Structure on the left hand side,mark the row on the right side (Opportunity) and double-click on theCustomizing header area in the Dialog Structure. Set the Sales Cycleto 2 New Customer.

8. Save your data.




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

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

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

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

4. Save your entries.

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

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

Data Data ValueDescription: Trade Fair ##Sales prospect: ##TurnerClosing date: Next weekSales Stage: Identify Opportunity

2. Note that the Sales Assistant functionality is available and active (bychoosing More→ Sales Assistant), since an action profile was assignedin task 1 step 6.

3. On the Sales Assistant screen you can now start an action depending on thephase selected. Mark the desired row and click on button Activate. Choosebutton Back. On the Planned Activities assignment block, the result ofthe activation is displayed.

Note: It is not yet possible to create a quotation as a follow-updocument. This is only possible if you have maintained the copycontrol for business transactions in the customizing area.



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

1. Go to the customizing area by selecting the following path:Architecture and Technology→ Configuration→ Customizing (or usetransaction code SPRO).

Select the button SAP Reference IMG and branch to Customer RelationshipManagement→ Transactions→ Basic Settings→ Define Transaction Types.

a) Branch to the respective customizing table by using the listed path.

2. Search for the existing transaction type OPPT.

a) Choose the button Position, enter OPPT in the field Transaction Typeand choose ENTER.

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

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

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

a) Enter ZO## as entry for the new transaction type and the newdescription.

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

a) Confirm the pop-up window.

6. Use the appropriate button to switch to the details for the transaction typeand enter the action profile OPPORTUNITY_SALES_ASSISTANT.

a) Mark the row with the new transaction type ZO## andselect the button Details. In the field Action Profile selectOPPORTUNITY_SALES_ASSISTANT out of the list of possibleentries.

7. As the sales assistant proposed other actions for the opportunity phase, youmust specify the sales cycle. Double-click on Assignment of BusinessTransaction Categories within the Dialog Structure on the left hand side,mark the row on the right side (Opportunity) and double-click on theCustomizing header area in the Dialog Structure. Set the Sales Cycleto 2 New Customer.

a) Enter the listed data by using the mentioned steps.




8. Save your data.

a) Save your new created transaction type.

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

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

a) Use the mentioned path to branch to the table for Item CategoryDetermination.

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

a) Follow the listed procedure to create a new entry within this table.

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

a) Create the new Item Category Determination entry as described.

4. Save your entries.

a) Press the button Save.

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

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

Data Data ValueDescription: Trade Fair ##Sales prospect: ##TurnerClosing date: Next weekSales Stage: Identify Opportunity

a) Enter the listed data.




2. Note that the Sales Assistant functionality is available and active (bychoosing More→ Sales Assistant), since an action profile was assignedin task 1 step 6.

a) Choose More→ Sales Assistant.

3. On the Sales Assistant screen you can now start an action depending on thephase selected. Mark the desired row and click on button Activate. Choosebutton Back. On the Planned Activities assignment block, the result ofthe activation is displayed.

Note: It is not yet possible to create a quotation as a follow-updocument. This is only possible if you have maintained the copycontrol for business transactions in the customizing area.

a) Create a follow-up activity by using the Sales Assistant as describedand analyze the resulting data.



Lesson Summary

You should now be able to:� Explain how to customize a new business transaction in SAP CRM.


SAPCRM Unit Summary

Unit SummaryYou should now be able to:� Describe how the SAP SolutionManager supports SAP CRM implementation

projects and system administration.� Explain how to customize a new business transaction in SAP CRM.


Unit Summary SAPCRM


SAPCRM Course Summary

Course SummaryYou should now be able to:

� Describe the fundamental principles of SAP CRM.� Explain the processes, features and functionality offered by the applications

that make up the SAP CRM solution.� Explain how the SAP CRM solution can be deployed to support the business

processes in marketing, sales and customer service.

Related Information

� Online Help/Knowledge Center: http://help.sap.com/content/documenta-tion/sbs/docu_sbs_crm_design.htm

� CRM Wiki: https://wiki.sdn.sap.com/wiki/display/CRM/Home� SAP.com CRM page: http://www.sap.com/solutions/business-

suite/crm/index.epx ) CRM solution level info� SAP Education CRM page: http://www.sap.com/services/education/cata-

log/crm.epx


http://help.sap.com/content/documentation/sbs/docu_sbs_crm_design.htm

https://wiki.sdn.sap.com/wiki/display/CRM/Home

http://www.sap.com/solutions/business-suite/crm/index.epx

http://www.sap.com/services/education/catalog/crm.epx

Course Summary SAPCRM


FeedbackSAP AG has made every effort in the preparation of this course to ensure theaccuracy and completeness of the materials. If you have any corrections orsuggestions for improvement, please record them in the appropriate place in thecourse evaluation.
