CRM Interaction Center - Business Scenario Configuration Guide

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CRM Interaction Center

CRM Interaction Center: Business Scenario Configuration Guide 3.1 2

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© Copyright 2002 SAP AG. All rights reserved.

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Syntax

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([DPSOH�WH[W Words or characters that appear on the screen. These include fieldnames, screen titles, pushbuttons as well as menu names, paths andoptions.

Cross-references to other documentation.

([DPSOH�WH[W Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names,program names, transaction codes, table names, and individual keywords of a programming language, when surrounded by body text, forexample, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths,messages, source code, names of variables and parameters as well asnames of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or theENTER key.

([DPSOH�WH[W Exact user entry. These are words or characters that you enter in thesystem exactly as they appear in the documentation.

�([DPSOH�WH[W! Variable user entry. Pointed brackets indicate that you replace thesewords and characters with appropriate entries.



CRM Interaction Center: Business Scenario Configuration Guide........................................................ 10

General Settings................................................................................................................................. 13

SAP Notes ...................................................................................................................................... 13

Connectivity........................................................................................................................................ 14

Communication Setup Overview .................................................................................................... 14

Connecting the Source System (such as SAP CRM) to SAP BW ................................................. 14

IPC Connectivity ............................................................................................................................. 15

Creating an IPC User.................................................................................................................. 15

Configuring the IPC Dispatcher and IPC Server......................................................................... 15

Setting Up RFC Connections to the IPC Dispatcher and Servers.............................................. 17

Setting Up Interactive Configuration ........................................................................................... 20

Setting Up Pricing Analyses in the CRM System ....................................................................... 21

Setting Up the CAT Server ......................................................................................................... 22

APO Connectivity............................................................................................................................ 24

Set up System Landscape for CRM Online and SAP APO........................................................ 24

Set up Logical Systems and RFC Connections.......................................................................... 27

Set up SAP APO Core Interface (APO-CIF)............................................................................... 32

Set up Test Data for Availability Check ...................................................................................... 35

Set up SAP APO-CIF Integration Model..................................................................................... 38

Set up Location (Plant) ............................................................................................................... 39

Generation.......................................................................................................................................... 41

Generation of Objects and Services............................................................................................... 41

Replication.......................................................................................................................................... 42

Replication of Customizing Objects................................................................................................ 42

Checking ISO Codes .................................................................................................................. 43

Define Product Hierarchy Structure ............................................................................................ 43

Defining Product Hierarchy Structure in the CRM System ..................................................... 44

Checking Product Hierarchy Structure in R/3 Backend System ............................................. 44

Define Product ID Settings.......................................................................................................... 44

Initial Load of Customizing Objects ............................................................................................ 45

Monitoring Replication Status for Customizing Objects.............................................................. 49

Data Exchange for Organizational Data......................................................................................... 49

Copying the Sales Structure from R/3 to CRM Online ............................................................... 50

Creating the Organizational Model Manually in CRM................................................................. 52

Distributing the Organizational Plan from R/3 HR with ALE....................................................... 53

Transferring the Organizational Model from CRM Online to CRM Mobile ................................. 54

Taxes via the Transaction Tax Engine (TTE)................................................................................. 54

Connectivity................................................................................................................................. 56

TTE Settings for the IPC Administrator ................................................................................... 56



Business Partner Replication: Overview..................................................................................... 59

Defining Business Partner and Product Tax Types ................................................................ 59

Defining Business Partner Tax Groups................................................................................... 60

Defining Business Partner Tax Classification Assignment Settings ....................................... 61

Validating Business Partner Assignment Settings .................................................................. 62

Initiating a Customizing Download.............................................................................................. 63

Product Replication: Overview.................................................................................................... 64

Defining Product Tax Groups.................................................................................................. 64

Defining Product Tax Assignment Settings............................................................................. 65

Validating Product Tax Assignment Settings .......................................................................... 66

Country-Specific Information....................................................................................................... 67

USA: Country-Specific Settings .............................................................................................. 67

Jurisdiction Code Determination Communication ............................................................... 67

Defining Physical Destination .............................................................................................. 68

Determining the Function Call ............................................................................................. 69

Defining External Tax Calculation ....................................................................................... 70

Assigning External Systems to Countries............................................................................ 70

Master Data Replication from R/3 Backend System to CRM Server ............................................. 71

Replication of Business Partners................................................................................................ 71

Defining Sources for Business Partner Creation..................................................................... 72

Business Partner Concepts in R/3 and CRM.......................................................................... 72

Defining Number Assignment Strategy for Business Partners ............................................... 73

Mapping Business Partner Master Data from R/3 to CRM ..................................................... 76

Identifying Relevant R/3 Account Groups............................................................................ 76

Defining Number Ranges for CRM Business Partners (Part 1) .......................................... 77

Defining CRM Business Partners Groupings (Part 1) ......................................................... 77

Creating R/3 Reference Customer ...................................................................................... 78

Assigning Consumer to Reference Customer ..................................................................... 79

Creating Account Group for CRM Consumers .................................................................... 80

Mapping R/3 Account Groups to CRM Classifications ........................................................ 80

Mapping Business Partner Master Data from CRM to R/3 ..................................................... 81

Defining Number Ranges for CRM Business Partners (Part 2) .......................................... 82

Defining CRM Business Partners Groupings (Part 2) ......................................................... 83

Creating R/3 Business Partner Number Ranges................................................................. 84

Creating R/3 Account Groups.............................................................................................. 84

Mapping CRM Classifications to R/3 Account Groups ........................................................ 86

Synchronizing Field Settings for Business Partner for Consumer .......................................... 87

Replicating R/3 Reference Customer...................................................................................... 88

Maintaining Reference Business Partner for Consumer......................................................... 89

Selecting Customer for Replication (Optional) ........................................................................ 89

Initial Load of Customer Master Data...................................................................................... 90



Monitoring Replication Status for Customers.......................................................................... 90

Checking Business Partners ................................................................................................... 91

Replication of Contact Persons .................................................................................................. 91

Initial Load of Contact Persons ............................................................................................... 92

Monitoring Replication Status for Contact Persons ................................................................ 92

Checking Completeness of Replication .................................................................................. 93

Replication of Customer Hierarchy ............................................................................................. 93

Initial Load of Customer Hierarchy.......................................................................................... 93

Monitoring Replication Status for Customer Hierarchy ........................................................... 94

Matching Customer Hierarchy to Business Partner Group ..................................................... 94

Activating Delta Load .............................................................................................................. 94

Replication of Materials............................................................................................................... 95

Checking Material.................................................................................................................... 95

Defining Number Ranges for Materials ................................................................................... 96

Checking Item Category Groups............................................................................................. 96

Copying Item Category Groups............................................................................................... 96

Selecting Materials for Initial Load .......................................................................................... 97

Initial Load of Materials ........................................................................................................... 97

Monitoring Replication Status of Materials.............................................................................. 98

Replication of Conditions ............................................................................................................ 98

Copying Customizing Data (CRM Online)............................................................................... 99

Postprocessing Customizing Data (CRM Online) ................................................................. 102

Copying Customizing Data into the CDB (Consolidated Data Base).................................... 104

Copying Master Data (CRM Online) ..................................................................................... 106

Correction Possibilities for Copying Master Data.................................................................. 107

Copying Master Data into the CDB ....................................................................................... 108

Routines for Pricing (CRM Online)........................................................................................ 109

Replication of Master and Transaction Data from CRM to BW.................................................... 111

Settings in SAP CRM................................................................................................................ 111

Replicating the Application Component Hierarchy................................................................ 111

Transferring DataSources to the Active Version................................................................... 111

Activating BW Adapter Metadata .......................................................................................... 111

Settings in SAP BW .................................................................................................................. 112

Checking General BW Settings............................................................................................. 112

Assigning the Source System ID........................................................................................... 112

Replicating DataSources....................................................................................................... 112

Copying Business Content to the Active Version.................................................................. 112

Assigning DataSources and InfoSources.............................................................................. 113

Creating and Scheduling InfoPackages ................................................................................ 113

Replication of Master and Transaction Data from R/3 to BW ...................................................... 113

Settings in SAP R/3 .................................................................................................................. 114



Replicating the Application Component Hierarchy................................................................ 114

Transferring DataSources to the Active Version................................................................... 114

Creating DataSources for CO-PA ......................................................................................... 114

Making Settings for the Transfer of Logistics Data ............................................................... 115

Settings in SAP BW .................................................................................................................. 115

Checking General BW Settings............................................................................................. 115

Assigning the Source System ID........................................................................................... 115

Replicating DataSources....................................................................................................... 115

Copying Business Content to the Active Version.................................................................. 116

Assigning DataSources and InfoSources.............................................................................. 116

Creating and Scheduling InfoPackages ................................................................................ 116

Replication of Transaction Data ................................................................................................... 117

Data Exchange for Sales Transactions: CRM Online – R/3 ..................................................... 117

Communication Configuration.......................................................................................................... 120

Configuring Computer Telephony Integration .............................................................................. 120

Telephone Integration with SAPphone ..................................................................................... 120

Authorizations for SAPphone Activities .................................................................................... 121

Assigning Roles for the CIC .................................................................................................. 122

Work Center Identification......................................................................................................... 122

Setting Work Center Identification for the CIC ...................................................................... 123

Sites and Telephony Servers.................................................................................................... 123

Processing Site and Telephony Server................................................................................. 124

Defining Address Data Areas.................................................................................................... 125

Maintaining Work Center Settings and User Settings .............................................................. 125

Defining User and Work Center Settings for the CIC............................................................ 126

Testing Call Center Functions................................................................................................... 127

Maintaining Queues .................................................................................................................. 127

Defining Queues.................................................................................................................... 127

CIC Profile and Queues ........................................................................................................ 128

Assigning Telephone Queues to CTI Profiles ....................................................................... 129

Maintaining CTI Administration Profiles ................................................................................ 129

Tips & Tricks.......................................................................................................................... 130

Business Customizing...................................................................................................................... 131

Setting Up Organizational Data Determination ............................................................................ 131

Determining Organizational Data.............................................................................................. 131

Master Data .................................................................................................................................. 133

Product...................................................................................................................................... 133

Creating and Changing Products .......................................................................................... 133

Business Partners..................................................................................................................... 134

Creating Business Partners................................................................................................... 134

Fact sheet ................................................................................................................................. 135



Partner/Product Range ............................................................................................................. 136

Checking Partner/Product Ranges in Sales Transactions .................................................... 136

Creating Partner/Product Ranges ......................................................................................... 137

Processes..................................................................................................................................... 139

Interaction Center ..................................................................................................................... 139

Basic CIC Settings ................................................................................................................ 141

IC Framework .................................................................................................................... 141

Creating a Framework Title............................................................................................ 144

Defining a Framework.................................................................................................... 144

Maintaining Workspaces ................................................................................................... 145

Action Box.......................................................................................................................... 145

Configuring Your Action Box.......................................................................................... 146

Interactive Scripting ........................................................................................................... 147

Maintaining Script Texts................................................................................................. 148

Maintaining Script Variables .......................................................................................... 148

Maintaining Interactive Script Structures ....................................................................... 149

Defining a Profile (Interactive Scripting)......................................................................... 151

Business Partner Search................................................................................................... 151

Searching for Business Partners ................................................................................... 153

Alert Modeler ..................................................................................................................... 154

Copying the Default Meta Model.................................................................................... 156

Selecting Information to Use in the Alert Modeler ......................................................... 156

Defining a Retrieval Profile ............................................................................................ 156

Defining a Profile (Alert Modeler)................................................................................... 157

Developing Your Own Functions for the Alert Modeler.................................................. 157

IC Profile ............................................................................................................................ 157

Defining a CIC Profile..................................................................................................... 158

Assigning CIC Profile to Agents..................................................................................... 158

Business Routing .................................................................................................................. 159

Business Routing Architecture .......................................................................................... 159

Creating RFC Destinations................................................................................................ 161

Creating Routing Servers .................................................................................................. 162

Routing Test ...................................................................................................................... 162

Querying the Operating Status of a Routing Gateway ...................................................... 163

Displaying and Setting the Internal Trace ......................................................................... 163

Setting the Trace of a Routing Gateway............................................................................ 164

Maintaining Agents ............................................................................................................ 165

Defining HR Qualifications................................................................................................. 165

Creating CRM Attributes for HR Qualifications ................................................................. 166

Maintaining Attributes ........................................................................................................ 166

Maintaining Attribute Sets.................................................................................................. 167



Maintaining Profiles ........................................................................................................... 168

Maintaining Routing Groups .............................................................................................. 169

Step 1: Select Profiles and Exclude Routing Groups .................................................... 170

Step 2: Assign Business Partners and Agents to a Routing Group............................... 171

Step 3: Assign Agents and Business Partner to Profiles ............................................... 172

Creating Routing Scenarios............................................................................................... 172

Telesales-Specific CIC Settings............................................................................................ 174

Processing Business Transactions in the Interaction Center ............................................ 174

Using the Interaction Record and Interaction History .................................................... 175

Product Proposals ............................................................................................................. 176

Working With Product Proposals ................................................................................... 176

Proposed Quantities in Product Proposals .................................................................... 177

Creating Target Groups ................................................................................................. 179

Creating a Product Association Rule ............................................................................. 180

Creating a Top n Product List ........................................................................................ 181

Displaying Product Information.......................................................................................... 182

Configuring Partner Processing................................................................................................ 183

Partner Processing in the Interaction Center ........................................................................ 184

Set up Customizing for Availability Check ................................................................................ 185

Determining Pricing Procedures ............................................................................................... 193

Dates in Business Transactions ............................................................................................... 193

Date Profiles in the Interaction Center .................................................................................. 195

Controlling Actions .................................................................................................................... 195

Sales Order Confirmation by E-Mail ......................................................................................... 196

Customizing for Business Transactions.................................................................................... 197

Comparing Transaction and Document Types...................................................................... 198

Comparing Item Categories .................................................................................................. 199

Comparing Item Category Usage.......................................................................................... 199

Comparing Number Ranges.................................................................................................. 199

Comparing Item Number Assignment ................................................................................... 200

Configuring Sales Transactions ............................................................................................ 200

Billing Configuration .................................................................................................................. 200

Billing ..................................................................................................................................... 201

Triggering Billing.................................................................................................................... 203

Payment Card Processing ........................................................................................................ 205

Customizing Payment Card Processing................................................................................ 205

Credit Management .................................................................................................................. 207

Automatic Credit Check......................................................................................................... 209



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The &50�,QWHUDFWLRQ�&HQWHU��%XVLQHVV�6FHQDULR�&RQILJXUDWLRQ�*XLGH contains all configuration stepsthat are required for setting up the business scenario Inbound Telesales [SAP Library]. The relevantsystem landscape was set up previously based on the CRM Master Guides.

This Business Scenario Configuration Guide serves as a guide for the key capabilityInteraction Center. This is where for example, the configuration of the business scenario“Inbound Telesales” is described.

This document does not contain the documentation in the Implementation Guide (IMG). Ifreference is made to Customizing activities in the IMG, read the documentation for thecorresponding activities.

See also the CRM documentation in the SAP Help Portal.

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The &50�0DVWHU�*XLGH gives you an overview of the system landscape and all of the components tobe installed. This document contains information about the installation sequence and about theinstallation of the individual components.

You can find the CRM Master Guide in the 6$3�6HUYLFH�0DUNHWSODFH, alias FUP�LQVW.

You can get an overview of all business scenarios in the key capability CRM Interaction Center in theIntegrated Business Content. To do this, use the alias LEF�FUP in the 6$3�6HUYLFH�0DUNHWSODFH.

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The following graphic shows the business scenario “Inbound Telesales”:



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The following texts, references and graphics have been compiled with the utmost care; nevertheless, itis impossible to guarantee that they are fully without error. SAP cannot assume any responsibility forthe correctness or completeness of the following documentation; the user alone is responsible forverifying the information contained therein..

SAP will only assume liability for damage arising from the use of this documentation – irrespective ofthe pertinent legal basis – in the case of intentional or active negligence; under no circumstances will awarranty be made.

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The purpose of the Business Scenario Configuration Guide is to describe the configuration steps thatare required for setting up a business scenario in a system landscape that has previously beenstructured according to the corresponding Master Guide.

The Business Scenario Configuration Guide

• is based on a business scenario and thus covers processes and process steps in a series ofmySAP.com application components and non-SAP products, that are used by one or morebusiness partners

• describes configuration settings that must be made during the introduction of every componentfor the business scenario

• provides the sequence of configuration steps and their mutual dependencies



�*HQHUDO�6HWWLQJVThis section contains descriptions of settings that are valid for the whole business scenario, or keycapability.

�6$3�1RWHVBefore starting with the configuration of this business scenario, take note of the following compositeSAP Notes:

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�&RQQHFWLYLW\This section contains information on the interfaces in the CRM system landscape.

�&RPPXQLFDWLRQ�6HWXS�2YHUYLHZYou must perform basic connectivity steps to enable the communication between the CRM Serverand related application components.

In the CRM Server, you must define RFC destinations for typical components:

• R/3 back-end

• SAP APO

• SAP BW

• SAP Internet Pricing and Configurator

• Index Management Service (including product catalog)

You must define each application system or SAP CRM component as a site. For each site, you mustcreate subscriptions to set up data exchange.

For details on how to set up the communication, see the SAP Implementation Guide under &XVWRPHU5HODWLRQVKLS�0DQDJHPHQW��&50�0LGGOHZDUH�DQG�5HODWHG�&RPSRQHQWV��&RPPXQLFDWLRQ�6HWXS.

�&RQQHFWLQJ�WKH�6RXUFH�6\VWHP��VXFK�DV�6$3�&50��WR6$3�%:To set up the connection between a source system (such as SAP R/3 or SAP CRM) and SAP BW, usethe procedure described in the SAP Library for SAP BW under $GPLQLVWUDWRU�:RUNEHQFK�→�0RGHOLQJ

→ 6RXUFH�6\VWHP�→ �Creating an SAP Source System.



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In order to set up the connection from IPC to the CRM system you have to define a user with RFCauthorization.

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To create an RFC user for the IPC in the CRM system, choose:

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Then carry out the following steps:

1. In the 8VHU field, enter ,3&86(5.

2. Choose &UHDWH��)��

3. Enter the following data:

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Last Name IPCUSER

Function Default-User for connection to IPC

Password LOGIN

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User type System

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Profiles SAP_ALL and SAP_NEW

4. Save your entries

The IPCUSER is usually created during the installation process of the IPC. Check to makesure a user has not already been created.

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In the standard installation, the IPC uses the dispatcher. The following description refers to thedispatcher scenario. To define the dispatcher/sever setting, start the IPC Administrator Tool from thestart menu.

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You are on the administrator tool start page.



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1. To go to the Server settings page, choose 1(;7.

2. At the top of the screen, mark the check box to enable the dispatcher.

Two new fields appear with settings for the dispatcher.

3. In the field 'LVSDWFKHU+RVW, enter the IP-address of the machine on which the dispatcher isrunning. If the IPC server and dispatcher are running on the same machine or if there is only oneIPC server, you can also enter ORFDOKRVW.

By default, the dispatcher uses port number 4444. When the IPC server is started up the serverautomatically finds a random port that is not in use.

4. In the command prompt line, type QHWVWDW��D to check that port number 4444 is not beingused by another application.

5. In the field 'LVSDWFKHU3RUW, enter port number 4444 (or an alternative). In the field 6HUYHU3RUW,delete the value.

Do not change any other settings unless you are very familiar with their meanings.

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The IPC uses the database of the CRM Online system.

1. To configure the database, choose 1H[W.

2. Choose $GG.

If a database connection is already configured for a CRM Online client and you want todefine another one, choose $GG�&OLHQW.

3. Enter the V\VWHP�,' and $OLDV�(use the same string for both).

4. Enter the 0HVVDJH�VHUYHU, *URXS, 8VHU, 3DVVZRUG�and &OLHQW.

− You will find this information (except for the password) in the 6$3�/RJRQ�ER[�

− The default password is�,3&�

5. Choose 2..

6. To establish the connection, choose /RJ�LQ.

Once you have logged on, all the settings in the subsequent steps apply to the system enteredhere.

7. To configure the Pricing Engine parameters, choose 1H[W. To accept the default settings, choose'HIDXOW.

8. To configure the document parameters, choose 1H[W. To accept the default settings, choose'HIDXOW.

9. To configure the document header attributes choose 1H[W. Enter any default values for customermaster attributes that you require.

It is not necessary to enter a value for all the attributes.

10. Choose 6DYH, then choose &ORVH.

The changes are written to the file<IPC_InstallDir>\Ipc\lib\properties\parameters.xml>.



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1. To start the IPC dispatcher service, use the :,117��VHUYLFH�PDQDJHU.

2. Select the service for the IPC dispatcher, then:

− If a green traffic light is displayed (this means the service is already running), choose 6WRS�

− If a red traffic light is displayed, choose 6WDUW�&RQWLQXH�

Once the service has been started, the green traffic light is displayed.

− To start the service automatically when the operating system starts up, select the checkbox forthe service (if it is not already selected).

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1. To start the IPC server service, use the :,117��VHUYLFH�PDQDJHU.

2. Select the service for the IPC server, then:

− If a green traffic light is displayed (this means the service is already running), choose 6WRS�

− If a red traffic light is displayed, choose 6WDUW�&RQWLQXH�

Once the service has been started, the green traffic light is displayed.

− To start the service automatically when the operating system starts up, select the checkbox forthe service (if it is not already selected).

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The IPC server (and dispatcher) includes the RFC server functions that were previously provided bythe IPC bridge. This has the following advantages:

• ABAP code can call IPC server commands via RFC function calls on all platforms supported byJCO (6$3�-DYD�&RQQHFWRU) in particular on Solaris computers, not just on Windows computers.

• Several communication and conversion steps have been eliminated, leading to improvedperformance.

The RFC request is passed directly to the IPC server, which processes it without converting anystrings. Then the IPC commands directly write their response to the output and table parameters of theRFC function.

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• You are using IPC Release 3.0 or higher.

• You have to decide how many IPC servers you would like to use. Except for in the socket-basedscenario, you can not dynamically add IPC servers to a running dispatcher. Decide, how manyservers are appropriate, configure CRM and the dispatcher accordingly, and start the dispatcher.

• For example, if you have got two IPC servers, the following settings have to be made:

As CRM needs to communicate with the dispatcher to connect to a server, as well ascommunicating with each of the servers, you need to maintain three RFC destinations. TheRFC destinations and RFC program IDs are the same. In addition, all the server destinationsstart with the same string, followed by a number. You can only choose the dispatcher’sdestination and the "prefix string" of the servers’ destinations.

• You choose IPC_RFC_DISPATCHER as the RFC destination (and program ID) of the dispatcher,and IPC_RFC_SERVER_ as the prefix string for the servers. This means that you create RFCdestinations/program IDs IPC_RFC_SERVER_1 and IPC_RFC_SERVER_2 for the servers.



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IPC_RFC_DISPATCHER Program ID: <Name of RFC Destination>

Gateway Host: <Host of CRM>

Gateway Service: <Gateway of CRM>

Usually sapgw<SysNr.>

IPC_RFC_SERVER_1 Program ID: <Name of RFC Destination>

Gateway Host: <Host of CRM>

Gateway Service: <Gateway of CRM>Usually sapgw<SysNr.>

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To set up the IPC as an RFC server and connect it to a CRM system, you need to create RFCdestinations, one for the dispatcher and one for every IPC server connected to it. You also need tomaintain a few properties in the file dispatcher.properties.

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This step is only required if you use client-dependent data.

1. Log on to the SAP system from which you want to access the IPC.

2. In this system, maintain the RFC destinations in table SMOFPARSFA [SAP Library], where thekey is (for example) IPC_RFC_DISPATCHER, and parval1 is IPC_RFC_DISPATCHER.

This step gives you a client-dependent level of indirection that might help in some occasions.

3. The destinations that you maintain are real RFC destinations, so select 7\SH�T.

4. Activation Type is 5HJLVWHUHG�6HUYHUSURJUDP.

5. Program ID is by convention the name of the RFC connection.

6. Enter a SAP gateway of your choice (usually the application or message server of the CRMsystem) and the destination name.

The IPC is not yet completely configured, so you should wait before testing yourdestinations. You can test your destinations at a later date (see the section on 7HVWLQJ<RXU�'HVWLQDWLRQV below).

6HWWLQJ�8S�DQG�6WDUWLQJ�WKH�,3&

1. Edit the file dispatcher.properties in the folder lib/properties in your IPC installation(this may not exist). Enter the following properties:

rfcEnabled = true

rfcGateways = <crm-servername>:<port>

rfcDispatcherProgId = IPC_RFC_DISPATCHER

rfcServerCount = <number of servers>

rfcServerProgIdPrefix = IPC_RFC_SERVER_

The entries for the RFC gateways are defined in the RFC destinationIPC_RFC_DISPATCHER of your CRM system. When the dispatcher starts up, it needs tocontact an SAP System to find out more RFC settings (such as which RFC gateway to use). Ifyou use a connection to a SAP system for database access, this connection is automaticallyused by the dispatcher to retrieve this information. We recommend that you do this. You can



set this up in the administrator, check that it works, and that the password is stored in anencoded way.

2. If you wish to use a local database, you need to add the following properties todispatcher.properties:

Do not define these properties unless you have a special reason for using a localdatabase!

Once you have maintained these properties, they will always be used for calls to the SAPsystem. If the properties have not been maintained, the default database connection will beused.

rfcSapSystemUser = <a user with RFC access in the SAP system>

rfcSapSystemPassword = <the user’s password, in plain text>

rfcSapSystemSapClient = <SAP client (mandt) to use>

rfcSapSystemApplicationServer = <SAP application server>

rfcSapSystemSystemNumber = <SAP system number>

3. Set up the rest of the IPC and start the IPC services.

Once you have done this, the dispatcher and ITS servers have already registered at theirRFC.

�7HVWLQJ�<RXU�'HVWLQDWLRQV

You can test your RFC destinations in your SAP system. If the destinations do not work, checkwhether the settings in dispatcher.properties match those in the SAP system.

You can run a test to check whether a server works. If you complete the test successfully, you haveconnected the IPC to the SAP system correctly.

1. Start transaction SE37.

2. Enter &20B,3&B6(66,21B%(*,1.

3. Choose )�.

4. Enter a valid SAP client (for example, the one to which you are connected) in ,9B&/,(17, andanything in ,9B86(5B1$0( and ,9B86(5B/2&$7,21.

5. Execute the function.

ABAP now:

− Connects to the dispatcher and asks it to return to the server

− Connects to the server and creates a new server session on it

If the settings are defined correctly, you see a 5HVXOW�VFUHHQ with a number to the right of(9B6(66,21B,' at the bottom of the table. If not, an ABAP short dump occurs.

�$GGLQJ�1HZ�&RPPDQGV

If you have added new commands to the IPC server or changed the parameters of existing IPCcommands, RFC clients need to know about this change. The repository information on all IPCcommands that are available as RFC functions is maintained in a central XML file, calledRFCCommands.xml in lib/properties.

(In case you have worked with the IPC bridge – this file is the equivalent to file SpcCommands.xml inIPC Release 3.0.)

For each command, you need to maintain one XML tag. This tag defines the import parameters, tableparameters, and export parameters.

Parameter definitions include:



• An RFC name and a Java name for the parameter. The Java name is the actual name of thecorresponding IPC parameter. The RFC name is the name under which you want to access it fromABAP.

• The size of the field in ABAP.

• Flags determining whether the command is to be broadcasted to all IPC servers, and whether thevalue is a normal string or a UTF8-encoded Unicode string.

There are a lot of command definitions in the RFCCommands.xml file that is shipped. Just copy oneand change it according to your needs.

Make sure that the parameter lengths match those in ABAP. Mismatch of parameterlengths causes errors, because Jco inside the IPC misinterprets the data passed to it (forexample, it interprets "ABC", "DEF" as "BCD", "DE<garbage>").

6HWWLQJ�8S�,QWHUDFWLYH�&RQILJXUDWLRQ

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You can use interactive configuration in sales transactions (crmd_order) and in the ProductWorkbench (commpr01).

3UHUHTXLVLWHV

• You have installed IPC Release 3.0.

• You are using CRM Release 3.0.

You have installed the In-Q-My JSP Server, version 4.2.

3URFHGXUH

The IPC installation comes with a Web application archive file (webapps/ipc.ear). You need to deploythis file on your In-Q-My JSP-server.

Follow the procedure for deploying a Web application on the In-Q-My application server described in&50�,QWHUQHW�6DOHV��-$9$�$SSOLFDWLRQ�,QVWDOODWLRQ�*XLGH�IRU�,Q�4�0\; Chapter : &RQILJXUDWLRQ�DQG,QVWDOODWLRQ�RI�WKH�&50�,QWHUQHW�6DOHV�:HE�$SSOLFDWLRQ�&RPSRQHQWV.

(GLWLQJ�UHIHUHQFH�W[W�ILOH

1. Go to <In-Q-My_Installation_directory>\cluster\server\managers.

2. Open the reference.txt file.

3. Add the following lines to this file:

reference <name of the application> library:jco

reference <name of the application> library:inqmyxml

For example, reference ipc library:jco

reference ipc library:inqmyxml

4. Save the reference.txt file.

5. Restart the INQMY application server.



&UHDWLQJ�5)&�'HVWLQDWLRQ

To create the link between the CRM system and the IPC Web application, you need to maintain theRFC destination SAPCRM_SPC_SAPCRM_SPC_ITS1 in the CRM system.

1. Enter the transaction SM59.

2. If the destination 6$3&50B63&B,76 does not yet exist: Click on 'HVWLQDWLRQ�!&UHDWH.

3. Enter 6$3&50B63&B,76 as the name of the destination.

4. Choose any value for the connection type.

The connection type is not relevant as SAPCRM_SPC_ITS is not a physical RFC-destinationbut serves for storage of connection parameters. Therefore the destination cannot be testedwith a connection test.

5. Enter a description for the destination.

6. Enter any activation type.

7. Enter �LSF�LSF�FRPPDQG�GR in the SURJUDP field:.

8. Enter �\RXU�LSF�ZHEVHUYHU!��SRUW! in the 7DUJHW�KRVW field.

�6HWWLQJ�8S�3ULFLQJ�$QDO\VHV�LQ�WKH�&50�6\VWHP

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It is possible to see a condition analysis in every sales transaction in the CRM system.

3UHUHTXLVLWHV

• You have installed IPC Release 3.0.

• You are using CRM 3.0 or higher.

• You have installed a JSP Server such as In-Q-My.

3URFHGXUH

In order to set up the analysis you can use it in every sales transaction in the CRM system, you firsthave to set-up the pricing analysis.

• The following two files are available on your IPC system after installation of the IPC:

− ipcpricing.war

− ipcpricing.ear

• Both files are located in the directory:

<IPC_InstallDir>\webapps\pricing(<IPC_InstallDir> is the root directory of the IPC installation.).

These files have to be deployed with your Java Application Server (In-Q-My).

For more information on how to deploy these files, see &50�,QWHUQHW�6DOHV��-$9$$SSOLFDWLRQ�,QVWDOODWLRQ�*XLGH�IRU�,Q�4�0\; Chapter: &RQILJXUDWLRQ�DQG�,QVWDOODWLRQ�RI�WKH&50�,QWHUQHW�6DOHV�:HE�$SSOLFDWLRQ�&RPSRQHQWV.

1. To activate pricing analysis, you have to set the user parameter 35&B7UDFH in the CRM system.

1 The same destination is used by the ITS user-interface



2. Choose transaction SU3 to check the Parameter 35&B7UDFH.

3DUDPHWHU�1DPH 9DOXHV

PRC_Trace X

3. Create a TCP/IP RFC-Destination with Connection Type 7 and VWDUWLQJ�RQ�DQ�([SOLFLW�+RVW.

'HVWLQDWLRQ�1DPH 9DOXHV

SAPCRM_SPC_ANALYSIS Program: <Name of root directory ofdeployed pricing JSPs usually:/ipcpricing/>

Target Host: <Webserver where youconnect to the JSPs of the IPC withPort> i.e. <10.18.46.10:8080>

5HVXOW

You have made the settings in the CRM-System.

You can now test the analysis by creating a new sales document. Go to the item-level, look at theconditions and choose the $&&(66(6 button.

�6HWWLQJ�8S�WKH�&$7�6HUYHU

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The CAT (CRM application tools) server must be installed and configured before you can use surveysfor leads, opportunities, and activities in CRM Online.

The CAT server is not used by the Internet Pricing and Configurator. However, it is installed by thesame installation program, and for this reason, details of how to set up the CAT server are includedhere.

For the latest information on setting up the CAT server, see CSN note 0383587.

3UHUHTXLVLWHV

You have installed the Internet Pricing and Configurator without deselecting the CAT server. (Allsystem requirements are fulfilled if your system can run the Internet Pricing and Configurator.)

3URFHGXUH

1. Define the connector properties, using the file PropEdit.bat in the ../bin directory. Theproperty files are in the /lib/properties directory. You are free to change the file pathmanually, but if you do this you must also change the connector file path in the fileCATServer.properties (see step 2.).

A connector property file must contain the following entries:

progid= <a name for your connector>

key= <name of your system>

client= <SAP logon user>

user= <SAP logon user>

passwd= <SAP logon password>



lang= <SAP logon language>

max_connections= <maximum number of connections allowedfor the pool>

ashost= <host name of the application server>

sysnr= <R/3 System number>

gwserv= <service number of the SAP gateway>

gwhost= <host name of the SAP gateway>

Example of a CONNECTOR.properties file:

#SAP CAT Connector

#Thu Mar 29 16:50:16 GMT+02:00 2001

progid=CONNECTOR

key=AEC

client=000

user=DEMORFC

passwd=b’Q UYs0R’TNR,UX

lang=EN

max_connections=16

ashost=US0019.WDF.SAP-AG.DE

sysnr=119

gwserv=sapgw19

gwhost=US0019.WDF.SAP-AG.DE

The name of the property file is automatically generated from the values that have beenspecified for the fields progid, key and client (for example,CONNECTOR_AEC_000.properties). However, you are free to change the file namemanually. Please note that for security reasons the password will be encrypted.

2. Define the CAT server properties, by editing the file CATServer.properties according to yourconnector landscape.

A connector property file must contain the following entries:

port= <a valid port number>connector= <path to one or more property files>

&DXWLRQ

Ensure that the path entered here is the same asthe path defined in step 1.

Example of a CATServer.properties file:

#SAP CAT Server

#Tue Mar 20 17:49:19 GMT+01:00 2001

port=1234



connector=/properties/MY_CONNECTOR.properties

If you want to start more than one connector, use one of the following:

− connector = /properties/FIRST_CONNECTOR.properties,/properties/SECOND_CONNECTOR.properties, ... ,/properties/LAST_CONNECTOR.properties

− connector =/properties/FIRST_CONNECTOR.properties ,\ /properties/SECOND_CONNECTOR.properties,\

... /properties/LAST_CONNECTOR.properties

3. Start the CAT server in one of the following ways:

− To start the CAT server directly, use startCATServer.bat in the ../bin directory.

− To start the CAT server as a NT Service, call CATServer.exe /INSTALL from the ../bindirectory.

Switch to the &RQWURO�3DQHO��choose 6HUYLFHV and set the CAT server to DXWRPDWLF.

�$32�&RQQHFWLYLW\If you have an SAP Advanced Planner and Optimizer (SAP APO) System, you can use it to carry outavailability check for items in the sales order.

Availability check [SAP Library] (ATP check) is used to check whether a product can be confirmed in asales order, based on the fact that enough stock is available or can be produced or purchased ontime. The product is reserved in the required quantity, and ATP requirements [SAP Library] aretransferred to production or purchasing.

Availability check can be called up by the sales order in the CRM Online Application and is thencarried out in the SAP APO System.

The first two steps in the tree structure for APO Connectivity are based on an example systemlandscape:

• Set up System Landscape for CRM Online and SAP APO [Page 24]

• Set up Logical Systems and RFC Connections [Page 26]

Follow the remaining steps in the tree structure to set up the availability check.

For more information on availability check, see the SAP Library for Customer RelationshipManagement under�%DVLF�)XQFWLRQV → Availability Check [SAP Library].

�6HW�XS�6\VWHP�/DQGVFDSH�IRU�&50�2QOLQH�DQG�6$3$32

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This documentation describes how to set up the system landscape and data necessary for carryingout an availability check with CRM Online and the SAP APO System.

A specific example is described and worked through. The entries in the tables are shown in italics andare suggestions only.

6HH�DOVR�

Details of setting up the system landscape for the SAP APO and SAP R/3 Systems are described inthe SAP Library for 6$3�$GYDQFHG�3ODQQHU�DQG 2SWLPL]HU��6$3�$32�



• In SAP APO 3.A:

6XSSO\�&KDLQ�0DQDJHPHQW��6&0��%XVLQHVV�6FHQDULRV → ,QWHJUDWLRQ�RI�$32�DQG�5�� → $32

&RUH�,QWHUIDFH →�6HWWLQJ�XS�WKH�6\VWHP�,QIUDVWUXFWXUH�DQG�'DWD�7UDQVIHU

• In SAP APO 2.0A

$32�,QWHJUDWLRQ�6FHQDULRV�→ ,QWHJUDWLRQ�RI�$32�DQG�5�� → 6HWWLQJ�XS�WKH�6\VWHP,QIUDVWUXFWXUH�DQG�'DWD�7UDQVIHU

3UHUHTXLVLWHV

In order to set up a CRM scenario with availability check, you need:

• The following systems:

− CRM Online

− An Online Transaction Processing (OLTP) system such as the SAP R/3 System

− SAP APO System

• In the SAP R/3 System: Customizing for Sales and Distribution (SD), for example, plant, salesarea

• In CRM Online: data relevant for the SAP R/3 System such as sales organization data includingmapping to the relevant SD organizational units

• In CRM Online and the SAP R/3 system: valid sold-to party in common SD organizational unit

The following table shows the system landscape with example names:

System Release System ID Client Logical System ID Host

CRM 3.0 &5� �� &5�&/17�� KRVW�FU��ZGI�VDS�DJ�GH

R/3(OLTP)

4.6C +PI2000.1

5�� 5��&/17�� KRVW�U��ZGI�VDS�DJ�GH

APO 3.0A $3� �� $3�&/17�� KRVW�DS��ZGI�VDS�DJ�GH

If you do not use SAP R/3 as the OLTP system, then you will have to program interfacesfor APO-CIF and CRM Middleware. For more information, see Note 448742.

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1. Test the following transactions to ensure that they work before the systems are connected to eachother:

,Q�WKH�6$3�5��6\VWHP�

a. Create a product.

For more information, see the following documentation in the SAP Library in the SAP R/3System: /RJLVWLFV →�/RJLVWLFV��*HQHUDO��/2� →�/RJLVWLFV�%DVLF�'DWD →�0DWHULDO�0DVWHU

�/2�0'�00� →�0DWHULDO�0DVWHU�5HFRUGV →�&UHDWLQJ�0DWHULDO�0DVWHU�5HFRUGV�

b. Post goods receipt.

For more information, see the following documentation in the SAP Library in the SAP R/3System: /RJLVWLFV →�0DWHULDOV�0DQDJHPHQW��00� →�,QYHQWRU\�0DQDJHPHQW��00�,0��→,QYHQWRU\�0DQDJHPHQW�DQG�3K\VLFDO�,QYHQWRU\��00�,0� →�*RRGV�5HFHLSW�→�2WKHU*RRGV�5HFHLSWV�

c. Create a sales order.



For more information, see the following documentation in the SAP Library in the SAP R/3System: /RJLVWLFV →�6DOHV�DQG�'LVWULEXWLRQ��6'� →�6DOHV��6'�6/6� →�6DOHV�2UGHU →&UHDWLQJ�6DOHV�2UGHUV�

d. Carry out availability check (in SAP R/3 only, ZLWKRXW SAP APO)

For more information, see the following documentation in the SAP Library in the SAP R/3System: /RJLVWLFV →�6DOHV�DQG�'LVWULEXWLRQ��6'� →�$YDLODELOLW\�&KHFN�DQG�5HTXLUHPHQWVLQ�6DOHV�DQG�'LVWULEXWLRQ�3URFHVVLQJ�

,Q�&50�2QOLQH�

Create a sales order.

For more information, see Postprocessing Sales Orders [SAP Library].

2. Then carry out the following steps:

a. Set up Logical Systems and RFC Connections [Page 26].

b. Set up SAP APO Core Interface (APO-CIF) [Page 32].

c. Set up Test Data for Availability Check [Page 35].

d. Set up SAP APO-CIF Integration Model [Page 38].

e. Set up Location (Plant) [Page 39].

f. Set up Customizing for Availability Check [Page 185].

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For more information about the integration of the SAP R/3 and SAP APO Systems, see the SAPLibrary for SAP Advanced Planner and Optimizer:

• In SAP APO 3.0A:

6XSSO\�&KDLQ�0DQDJHPHQW��6&0��%XVLQHVV�6FHQDULRV → ,QWHJUDWLRQ�RI�$32�DQG�5��


$32�,QWHJUDWLRQ�6FHQDULRV → ,QWHJUDWLRQ�RI�$32�DQG�5��

For information about availability check in the SAP APO System, see the SAP Library for SAPAdvanced Planner and Optimizer (SAP APO) under $32�*OREDO�$YDLODEOH�7R�3URPLVH��*OREDO�$73�.



�6HW�XS�/RJLFDO�6\VWHPV�DQG�5)&�&RQQHFWLRQV

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In order that CRM Online, SAP APO and SAP R/3 Systems communicate with each other, you need tospecify logical systems and RFC connections for each system.

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Figure 1 shows an example system landscape and the steps necessary to set it up.

�� !�"#�$��%&"'��(#)+*,��-.-,�/(�(��0� ��(�"�� 1�� /��#��/� �� !�"��$��%2"��(#)+*3��-.-4��(�(��5� ��(#"

6�798&:4;�< 6#798=798�>6�7,8;�? @

ACBEDGFIH�J KLFNM O�P#J QLRLMTSEULSIVWF X

Y BTZ/SCS�J P�K[M O P�J Q\R MISIU\S\V F�XVWO[Q�M J FLKLV

] BEDGFIH�J KLFN^`_ a'a�R M M SVbO[O V�cLF\d#SCU\S\V F�X3S

a�^�e\a/f�g�h�e\iCi

a`M J FLKCV#e\iEija`^�eLa�f�g�h�eEiCi

^�]Ek a`f�g`hLk\iEiZ�l#m\a/f�g�h�m\iEi

a�M J F�KIV�kEiEin^�]Lk\a�f�gGh kEiLi

Zol�m a`f�g�h�mEiCia�^�e a`f�g�h�eEiCi^�]\k\a�f�gGh�kEi\i

a�M J FLKEV�m\i\ipZol�m a`f�g�h�mEiCi

q/r5s#t#t�u�v�w xzy�{`|

^G]EkLa�f gGh kLiEiZ�l�m\a/f�g�h�m\iCi

q/r5s�t�t#u�v w xby {�| q/r5s�t�t#u�v w xzy�{�|

} {~q/w xby {�|/� ��

a/^�eLa�f�g�h�e\iEiZ�l#m\a/f�g�h�m\iEi

} {�q/w xby�{`|G��

a�^�e a`f�g�h�eEiCi^�]\k\a�f�gGh�kEi\i

} {~q�w xby {/|G��

,Q�&50�2QOLQH

�� 'HILQH�ORJLFDO�V\VWHP�

In the Implementation Guide (IMG) choose %DVLV�→�'LVWULEXWLRQ��$/(��→�6HQGLQJ�DQG

5HFHLYLQJ�6\VWHPV�→�/RJLFDO�6\VWHPV�→�'HILQH�/RJLFDO�6\VWHP�

/RJ��6\VWHP 'HVFULSWLRQ

&5�&/17�� &50�6\VWHP�&5��&OLHQW��



�� $VVLJQ�FOLHQW�WR�ORJLFDO�V\VWHP�

In the IMG choose %DVLV�→�'LVWULEXWLRQ��$/(��→�6HQGLQJ�DQG�5HFHLYLQJ�6\VWHPV�→ /RJLFDO

6\VWHPV�→�$VVLJQ�&OLHQW�WR�/RJLFDO�6\VWHP�

&OLHQW 1DPH &LW\ &UF\ &KDQJHG�RQ

�� &OLHQW�� %RVWRQ 86'

Double-click on the entry above to fill in the following details:

6HFWLRQ 6HWWLQJ

Changes and transports for client-dependentobjects

$XWRPDWLF�UHFRUGLQJ�RI�FKDQJHV

Client-independent object changes &KDQJHV�WR�5HSRVLWRU\�DQG�FOLHQW�LQG�&XVWRPL]LQJ�DOORZHG

Protection: Client copier and comparison tool 3URWHFWLRQ�OHYHO��1R�UHVWULFWLRQ

Restrictions $OORZV�&$77�SURFHVVHV�WR�EH�VWDUWHG

�� 'HILQH�WDUJHW�V\VWHP�IRU�5)&�&DOOV�

In the IMG choose %DVLV → 'LVWULEXWLRQ��$/(��→�6HQGLQJ�DQG�5HFHLYLQJ�6\VWHPV�→�6\VWHPV

LQ�1HWZRUN�→�'HILQH�7DUJHW�6\VWHPV�IRU�5)&�FDOOV�

In the SAP Logon [SAP Library], place the cursor on the relevant system to display thefollowing information:

• To display the name of the target host, choose 6HUYHU

• To display the system number, choose 3URSHUWLHV

&UHDWH�6$3�5��&RQQHFWLRQV��'HWDLOV

6$3�5�� 6$3�$32

RFC destination 5��&/17�� $3�&/17��

Connection type � �

Description 5��&OLHQW�� $32�&OLHQW��

Load distrib. 1R 1R

Target host KRVW�U��ZGI�VDS�DJ�GH KRVW�DS��ZGI�VDS�DJ�GH

System number ��

Language (1 (1

Client ��

User &50$73 &50$73

Password ******** *********



�� 6HW�XS�FRQQHFWLRQ�WR�WKH�6$3�$32�6\VWHP�

A client can support only one SAP APO System. This table is client independent, so if youneed to define connections to more than one SAP APO System, you will need to define anentry for each RFC connection.

a. Define Middleware parameters by choosing &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→��&50

0LGGOHZDUH�DQG�5HODWHG�&RPSRQHQWV� → &RPPXQLFDWLRQ�6HWXS → 'HILQH�0LGGOHZDUH3DUDPHWHUV.

b. Select $YDLODELOLW\�&KHFN�XVLQJ�$32 and create the following table entry:

.H\ 3DUDPHWHU�� 5)&�'HVWLQDWLRQ &RQWURO�,QIRUPDWLRQ

CRMAPOATP CRMAPOATP $3�&/17�� X=$32��$

,Q�WKH�6$3�5��6\VWHP

�� 'HILQH�ORJLFDO�V\VWHPV�

− In SAP R/3 4.6C:

In the IMG choose %DVLV &RPSRQHQWV�→ $SSOLFDWLRQ�/LQN�(QDEOLQJ��$/(��→�6HQGLQJ�DQG


− In SAP R/3 4.5:

In the IMG choose &URVV�$SSOLFDWLRQ &RPSRQHQWV → 'LVWULEXWLRQ��$/(� →�%DVLF�6HWWLQJV

→ /RJLFDO 6\VWHPV → 'HILQH�/RJLFDO�6\VWHP.

/RJ�6\VWHP 'HVFULSWLRQ

5��&/17�� 5��6\VWHP�5��&OLHQW��

$3�&/17�� $32�6\VWHP�$3��&OLHQW��


a. In SAP R/3 4.6C:

In the IMG choose %DVLV &RPSRQHQWV → $SSOLFDWLRQ�/LQN�(QDEOLQJ��$/(� → 6HQGLQJ�DQG

5HFHLYLQJ�6\VWHPV → /RJLFDO�6\VWHPV → $VVLJQ�&OLHQW�WR�/RJLFDO�6\VWHP�

In SAP R/3 4.5:

In the IMG choose &URVV�$SSOLFDWLRQ�&RPSRQHQWV → 'LVWULEXWLRQ��$/(� → %DVLF�6HWWLQJV →/RJLFDO�6\VWHPV → $VVLJQ�/RJLFDO�6\VWHP�WR�&OLHQW.

&OLHQW 1DPH &LW\ /RJLFDO�6\VWHP &UF\ &KDQJHG�RQ

�� 7HVW�&OLHQW %RVWRQ 5��&/17�� 86'

b. Double-click on the entry above to fill in the following details:



6HFWLRQ 6HWWLQJ


$XWRPDWLF�UHFRUGLQJ�RI�FKDQJHV



Restrictions $OORZV�&$77�SURFHVVHV�WR�EH�VWDUWHG

�� 'HILQH�WDUJHW�V\VWHPV�IRU�5)&�&DOOV�

− In SAP R/3 4.6C:

In the IMG choose %DVLV�&RPSRQHQWV → $SSOLFDWLRQ�/LQN�(QDEOLQJ��$/(��→ 6HQGLQJ�DQG

5HFHLYLQJ�6\VWHPV�→ 6\VWHPV�LQ�1HWZRUN →�'HILQH�7DUJHW�6\VWHPV�IRU�5)&�&DOOV.

− In SAP R/3 4.5:

In the IMG choose &URVV�$SSOLFDWLRQ�&RPSRQHQWV → 'LVWULEXWLRQ��$/(� →&RPPXQLFDWLRQ → 'HILQH�5)&�'HVWLQDWLRQ.


6$3�&50 6$3�$32

RFC destination &5�&/17�� $3�&/17��


Load distrib. 1R 1R

Target host KRVW�FU��ZGI�VDS�DJ�GH KRVW�DSR�ZGI�VDS�DJ�GH


Description &50�&OLHQW�� $32�&OLHQW��

Language (1 (1

Client ��

User &50$73 &50$73

Password

Test the connection and the remote login before continuing.

,Q�WKH�6$3�$32�6\VWHP

�� 'HILQH�ORJLFDO�V\VWHPV�

In the IMG choose 5��%DVLV�&XVWRPL]LQJ → $SSOLFDWLRQ�/LQN�(QDEOLQJ��$/(��→�6HQGLQJ�DQG




/RJ�6\VWHP 'HVFULSWLRQ

$3�&/17�� $32�6\VWHP�$3��&OLHQW��

&5�&/17�� &50�6\VWHP�&5��&OLHQW��

5��&/17�� 5��6\VWHP�5��&OLHQW��


a. Assign the SAP APO client to the logical system:

In the IMG choose 5��%DVLV�&XVWRPL]LQJ → $SSOLFDWLRQ�/LQN�(QDEOLQJ��$/(��→�6HQGLQJ

DQG�5HFHLYLQJ�6\VWHPV�→�/RJLFDO�6\VWHPV�→�$VVLJQ�&OLHQW�WR�/RJLFDO�6\VWHP�

&OLHQW 1DPH &LW\ &UF\ &KDQJHG�RQ

�� $32�&OLHQW %RVWRQ 86'

b. Double-click on the entry above to fill in the following details:

6HFWLRQ 6HWWLQJ


&KDQJHV�Z�R�DXWRPDWLF�UHFRUGLQJ



Restrictions

�� 'HILQH�WDUJHW�V\VWHPV�IRU�5)&�&DOOV�

− In SAP APO 3.0A:

In the IMG choose 5��%DVLV�&XVWRPL]LQJ�→ $SSOLFDWLRQ�/LQN�(QDEOLQJ��$/(��→�6HQGLQJ�DQG

5HFHLYLQJ�6\VWHPV�→�6\VWHPV�LQ�1HWZRUN�→�'HILQH�7DUJHW�6\VWHPV�IRU�5)&�&DOOV.


In the IMG choose 5��%DVLV�&XVWRPL]LQJ → 'LVWULEXWLRQ��$/(��→�3UHSDUH�6HQGHU�DQG

5HFHLYHU�6\VWHPV�→�&RQILJXUH�6\VWHPV�LQ�1HWZRUN�→�'HILQH�7DUJHW�6\VWHPV�IRU�5)&�&DOOV.


6$3�&50 6$3�5��

RFC destination &5�&/17�� 5��&/17��


Load distrib. 1R 1R

Target host KRVW�FU��ZGI�VDS�DJ�GH KRVW�U��ZGI�VDS�DJ�GH


Description &50�&OLHQW�� 5��&OLHQW��

Language (1 (1



Client ��

User &50$73 &50$73

Password

��

Test the RFC connections.

�6HW�XS�6$3�$32�&RUH�,QWHUIDFH��$32�&,)�

3UHUHTXLVLWHV

In addition to the R/3 System, a Plug-In must be installed. The Plug-In includes the SAP APO CoreInterface [SAP Library] (APO-CIF or CIF) which is used to transfer master data such as plants andproducts from the SAP R/3 System to the SAP APO System.

For information on the SAP APO Core Interface, see the following documentation in the SAP Libraryfor SAP Advanced Planner and Optimizer (SAP APO):


6XSSO\�&KDLQ�0DQDJHPHQW��6&0��%XVLQHVV�6FHQDULRV → ,QWHJUDWLRQ�RI�$32�DQG�5�� → $32&RUH�,QWHUIDFH


$32�,QWHJUDWLRQ�6FHQDULRV�→�,QWHJUDWLRQ�RI�$32�DQG�5��→�$32�&RUH�,QWHUIDFH

3URFHGXUH


To call up the $32�&,) menu choose /RJLVWLFV → &HQWUDO�)XQFWLRQV → 6XSSO\�&KDLQ

3ODQQLQJ�,QWHUIDFH�→ &RUH�,QWHUIDFH�3ODQQHU�DQG�2SWLPL]HU.

�� 'HILQH�WDUJHW�V\VWHPV�

If you are using APO-CIF PlugIn Releases before Release 2000, you need to maintain the2S0RGH field.

In the &,) Menu choose 6HWWLQJV → 7DUJHW�6\VWHPV.

/RJ��6\VWHP 2S0RGH

AP9CLNT900 T

This table is cross-client.



�� 'HILQH�6$3�$32�5HOHDVHV�

In the &,) Menu choose 6HWWLQJV → $32�5HOHDVHV�

/RJ��6\VWHP 6\VW�7\SH 5HOHDVH

AP9CLNT900 6$3B$32 ��$

Figure 2 illustrates how the logical system is defined as the target system for SAP APO:

�� (& ��~*��&��#�0� (�� G��G �!�"��#% �$�� -,�/�W�� (��$��W��#�� -�� (& ��~*��&��/�#�0� (�� G��$��` �!�"#�$�#% �$�/�� -3��W�� (��$�� W-��

6�798&:4;�< 6�738 7,8�>6�7,8;�? @





^�]Lk\a�f g`h kEiLiZ�l#mLa�f�g�h�m\iEi

a`M J F�KCV#kEi\ij^�]Lk\a/f�g�h kEiLi

Zol�m a`f�g�h�mEiCia�^�eLa`f�g�h�eEiEi^�]\kLa�f�g�h�kEi\i

a/M J FLKEV�m\i\i Z�l�mLa`f�g�h�mEiEi

q/r5s#t#t�u�v�w xzy�{`| q�r5s�t�t#u�v w xby {�| q�r5s�t�t#u�v w xby {�|

Z�l�mLa�f�gGh�m\iCi ]\iIZ

�� qos�r y } {�|by�r"!$#�v#y

] BEDGFCHWJ KLF4VzR dbP�FCV�SEU\SCVbFLXR K&%=dbF�M FLRIS\F3O H' Z�l[Z4l)( ' U SCVbFLX

,Q�WKH�6$3�$32�6\VWHP

Before the first transfer of master data takes place from the SAP R/3 System to the SAPAPO System, make sure that the logical systems of CRM Online and the SAP R/3 Systemare both in the same business system group [SAP Library].

When setting up the business system group, note that the service resource planning alsouses functions in the SAP APO System.



�� 0DLQWDLQ�EXVLQHVV�V\VWHP�JURXS�


In Customizing for APO choose $GYDQFHG�3ODQQHU�DQG�2SWLPL]HU��$32� → %DVLV�6HWWLQJV�→,QWHJUDWLRQ�→�%XVLQHVV�6\VWHP�*URXS�→�0DLQWDLQ�%XVLQHVV�6\VWHP�*URXS.


In the standard menu choose 7RROV�→�$32�$GPLQLVWUDWLRQ�→�6HWWLQJV�→�6\VWHP�*URXS�→0DLQWDLQ.

%XV6\VW*US 'HVFULSWLRQ

CRMATP &50�$73

�� $VVLJQ�ORJLFDO�V\VWHPV�WR�EXVLQHVV�V\VWHP�JURXS�


In Customizing for APO choose $GYDQFHG�3ODQQHU�DQG�2SWLPL]HU��$32� →%DVLV�6HWWLQJV�→,QWHJUDWLRQ�→�%XVLQHVV�6\VWHP�*URXS�→�$VVLJQ�/RJLFDO�6\VWHP�DQG�4XHXH�7\SH.


In the standard menu choose 7RROV → $32 $GPLQLVWUDWLRQ → 6HWWLQJV → 6\VWHP JURXS →$VVLJQ�/RJ6\V.

%XV6\VW*US /RJ�6\VWHP 5��)ODJ 6$3�5HO�

CRMATP CR7CLNT700 X ��&

CRMATP R38CLNT800 X ��&



Figure 3 illustrates how the logical systems of CRM Online and SAP R/3 are assigned to the samebusiness system group in SAP APO:

�� (& �� 9"�"G� ��(�#�G�`� �� !#"��$��%�"&�$��4�#"�� (#��"�"2 �!�"��%�� /�� (& �� 3"�"`� ��('�#�`�G� �#��L �!�"��%2"&��4��"�� (#��"�"2 �!#"#�W��%�� $�/��

6�798&:4;�< 6#798=798�>6�7,8;�? @



] BTZ/SCS�J P�K[M O P�J Q\R MISIU\S\V F�X3SVbO��ES�J KLFES\S,SCULSEVzF X P�dbO��



^�]Ek a`f�g`hLk\iEiZ�l#m\a/f�g�h�m\iEi

a�M J F�KIV�kEiEin^�]Lk\a�f�gGh kEiLi

Zol�m a`f�g�h�mEiCia�^�e a`f�g�h�eEiCi^�]\k\a�f�gGh�kEi\i

a�M J FLKEV�m\i\ipZol�m a`f�g�h�mEiCi

q/r5s#t#t�u�v�w xzy�{`| q/r5s�t�t#u�v w xby {�| q/r5s�t�t#u�v w xzy�{�|

} {~q/w xby {�|��\��

a�^��Z�h�l a/^�e a`f�g�h�e\iEia/^ ��Z/h�l ^G]EkEa/f�g�h�kLiCi

�� t�x {`y t�t��#t�|�y��3r5s ��

�6HW�XS�7HVW�'DWD�IRU�$YDLODELOLW\�&KHFN


�� &KHFN�WKDW�WKH�SODQW�LV�VHW�XS�LQ�WKH�6$3�5��6\VWHP�

In the IMG choose /RJLVWLFV - *HQHUDO → 3ODQW�0DVWHU�→�0DLQWDLQ�3ODQWV�→�'LVSOD\�3ODQWV.

�� &KHFN�WKDW�WKH�SODQW�LV�DVVLJQHG�WR�WKH�RUJDQL]DWLRQDO�XQLW�

In the IMG choose (QWHUSULVH�6WUXFWXUH�→�$VVLJQPHQW�→�6DOHV�DQG�'LVWULEXWLRQ�→�$VVLJQ6DOHV�RUJDQL]DWLRQ�GLVWULEXWLRQ�FKDQQHO�SODQW�

5��6\VWHP &OLHQW 3ODQW 6DOHV�2UJ 'LVWU�&K 'LYLVLRQ

5��

�� &KHFN�WKDW�WKH�PDWHULDO�PDVWHU�LV�VHW�XS�LQ�WKH�6$3�5��6\VWHP�

In the SAP Easy Access menu choose /RJLVWLFV → 6DOHV�DQG�'LVWULEXWLRQ → 0DVWHU�'DWD →3URGXFWV�→�0DWHULDO�→�2WKHU�0DWHULDO�→�'LVSOD\.



0DW�QR� 'HVFULSWLRQ 3ODQW 6WRU��/RF 6DOHV�2UJ� 'LVWU��&K� 'LYLVLRQ

0�� 3URGXFW�ZLWKDYDLODELOLW\�FKHFN

��

If you use numeric material numbers, you have to make sure that either the length of thematerial number fields in CRM Online and in the SAP APO System is the same or thatleading zeros are turned off in both systems.

�� &KHFN�WKH�VHWWLQJV�IRU�WKH�PDWHULDO�PDVWHU�

Choose 6HOHFW�YLHZ�V� to check the field entries in the views as follows:

The fields that are marked as mandatory must have entries in them. Otherwise thematerial master will not be relevant for availability check in the SAP APO System, even if itis included in the integration model of the APO Core Interface (APO-CIF).

9LHZ )LHOG 0DQGDWRU\ ([DPSOH�'DWD

Basic data1 Base Unit 3&

Division ��

GenItemCatGroup 1250

Gross weight ��NJ

Net weight ��NJ

Sales: salesorg. 1

Conditions (prices) 86'��SHU�SLHFH

Delivering plant ��

Sales:general/plant

Availability check yes ��LQGLYLGXDO�UTPW�

Collective requirements are not supported.

MRP 1 MRP Type yes 3'��053�

Reorder point �

Planning time fence ��

MRP Controller yes ��

Lot size yes (;

MRP 2 Procurement type )��H[WHUQDO�SURFXUHPHQW�

Plnd dely time ��GD\V

GR processing time ��GD\V

SchedMargin key ��

MRP 3 Strategy group 33��JHQHUDO�SODQQLQJ�VWUDWHJ\�JURXS�

In this example, the strategy group is setup so that the system determines therequirements class ��.



The requirements class in SAP R/3 isequivalent to the check mode in SAP APO.

The check mode �� is used in Set upCustomizing for Availability Check [Page185] under the section�,Q�WKH�6$3�$326\VWHP��6WHS��0DLQWDLQ�&KHFN�0RGH.

For more information, see the

• SAP Library for R/3 under /RJLVWLFV →3URGXFWLRQ�3ODQQLQJ�DQG�&RQWURO��33�

→�0DVWHU�3ODQQLQJ��33�03��→'HPDQG 0DQDJHPHQW �33�03�

'(0�→ 3ODQQLQJ�6WUDWHJLHV

• IMG in SAP R/3 under 3URGXFWLRQ →0DVWHU�3ODQQLQJ�→�'HPDQG

0DQDJHPHQW�→�3ODQQHG�,QGHSHQGHQW

5HTXLUHPHQWV�→�5HTXLUHPHQWV7\SHV�5HTXLUHPHQWV�&ODVVHV and3ODQQLQJ�6WUDWHJ\�

Availability check yes ��LQGLYLGXDO�UTPW�

Collective requirements are not supported.

For information on transferring changes to the product master data in the SAP R/3System, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO� under6XSSO\�&KDLQ�0DQDJHPHQW��6&0��%XVLQHVV�6FHQDULRV → ,QWHJUDWLRQ�RI�$32�DQG�5�� →$32�&RUH�,QWHUIDFH → 6HWWLQJ�8S�WKH�6\VWHP�,QIUDVWUXFWXUH�DQG�'DWD�7UDQVIHU�→ 'DWD

7UDQVIHU → &KDQJH�7UDQVIHU�→�&KDQJH�7UDQVIHU�IRU�0DVWHU�'DWD.

�� &KHFN�WKH�VWRFN�LQ�WKH�6$3�5��6\VWHP�

The easiest way to test the availability check is to create stock to cover requirements. You cancreate stock in the SAP R/3 System by posting goods receipt.

a. In the SAP Easy Access menu choose /RJLVWLFV → 0DWHULDOV�0DQDJHPHQW�→�,QYHQWRU\

0DQDJHPHQW�→�*RRGV�0RYHPHQW�→�*RRGV�5HFHLSW�→�2WKHU.

b. In the 0RYHPHQW�W\SH�field enter ��.

0DW�QR� 'HVFULSWLRQ 3ODQW 6WRUDJH�/RFDWLRQ

0�� $FPH�;�2UJDQL]HU ��

�� &KHFN�WKDW�WKH�EXVLQHVV�SDUWQHU�LV�VHW�XS�LQ�WKH�6$3�5��6\VWHP�

In the SAP Easy Access menu choose /RJLVWLFV → 6DOHV�DQG�'LVWULEXWLRQ�→�0DVWHU�'DWD�→%XVLQHVV�3DUWQHUV�→�&XVWRPHU�→�'LVSOD\.

&XVWRPHU�1R� &50�%XVLQHVV3DUWQHU�1R�

1DPH 6DOHV�$UHD

�� $FPH�,QWHUQDWLRQDO7HFKQRORJ\

��



�6HW�XS�6$3�$32�&,)�,QWHJUDWLRQ�0RGHO

3UHUHTXLVLWHV

After setting up the Plug-In including the SAP APO Core Interface [SAP Library] (APO-CIF or CIF),you need to set up the SAP APO Core Interface integration model [SAP Library] to specify whichmaster data, such as plants and products, should be transferred from the SAP R/3 System to the SAPAPO System.

In CRM Online, all products are relevant for the SAP APO System. In the SAP R/3 System, however,you need to specify which product is relevant for the SAP APO System. You do this by specifying therelevant products in the integration model of SAP APO Core Interface.

6HH�DOVR�

For more information, see the following sections under 6$3�$GYDQFHG�3ODQQHU�DQG�2SWLPL]HU��6$3$32��in the SAP Library:


− 6XSSO\�&KDLQ�0DQDJHPHQW��6&0��%XVLQHVV�6FHQDULRV → 0DVWHU�'DWD

− 6XSSO\�&KDLQ�0DQDJHPHQW��6&0��%XVLQHVV�6FHQDULRV → ,QWHJUDWLRQ�RI�$32�DQG�5��→�6$3

$32�&RUH�,QWHUIDFH�→�,QWHJUDWLRQ�0RGHO


− $32�,QWHJUDWLRQ�6FHQDULR�→ 0DVWHU�'DWD

− $32�,QWHJUDWLRQ�6FHQDULR�→�,QWHJUDWLRQ�RI�$32�DQG�5��→�$32�&RUH�,QWHUIDFH�→�,QWHJUDWLRQ0RGHO.

3URFHGXUH


To call up the $32�&,) menu choose /RJLVWLFV → &HQWUDO�)XQFWLRQV → 6XSSO\�&KDLQ

3ODQQLQJ�,QWHUIDFH�→ &RUH�,QWHUIDFH�$GYDQFHG�3ODQQHU�DQG�2SWLPL]HU

6WHS��&UHDWH�WKH�,QWHJUDWLRQ�0RGHO

1. In the $32�&,) menu choose ,QWHJUDWLRQ PRGHO → *HQHUDWH → &UHDWH.

2. Fill in the following details - table entries are examples only.

Model name &50$73�

Target system $3�&/17��

Application $73

$YDLODELOLW\�FKHFN

0DWHULDO�PDVWHUV3ODQWV&XVWRPHUV

6WRUDJH�ORFDWLRQ�VWRFNV6DOHV�RUGHU�VWRFN

Relevant materials 0DWHULDO��0��3ODQW��



3. Choose (([HFXWH).

4. Check the details and save the integration model.

6WHS��$FWLYDWH�WKH�,QWHJUDWLRQ�0RGHO

1. In the $32�&,) menu choose ,QWHJUDWLRQ�PRGHO�→�$FWLYDWH�

2. Select the integration model that you just created.

3. Choose (([HFXWH).

4. To activate the integration model

− place the cursor on the relevant version and choose ($FWLYH�,QDFWLYH�, or

− double-click the relevant version

The active version will be marked with .

5. Choose (6WDUW).

5HVXOW

The data specified in the integration model is transferred to the SAP APO System.

Before transferring changes to the product master data, see the documentation in theSAP Library for SAP Advanced Planner and Optimizer under 6XSSO\�&KDLQ�0DQDJHPHQW

�6&0��%XVLQHVV�6FHQDULRV → ,QWHJUDWLRQ�RI�$32�DQG�5�� → 6HWWLQJ�8S�WKH�6\VWHP

,QIUDVWUXFWXUH�DQG�'DWD�7UDQVIHU → $32�&RUH�,QWHUIDFH → 'DWD�7UDQVIHU → &KDQJH

7UDQVIHU → &KDQJH�7UDQVIHU�IRU�0DVWHU�'DWD�

�6HW�XS�/RFDWLRQ��3ODQW�

,Q�WKH�6$3�$32�6\VWHP

7UDQVIHU�ORFDWLRQ�WR�6$3�$32�6\VWHP

You transfer the location [SAP Library] to the SAP APO System from the SAP R/3 System using theAPO-CIF integration model.

To display or change the location, in the 6$3�(DV\�$FFHVV menu choose


0DVWHU�'DWD → /RFDWLRQ → /RFDWLRQ


1DYLJDWLRQ → 0DVWHU�'DWD → /RFDWLRQ

Location 3/��#5��%RVWRQ

Location type ��

Priority �

Longitude ��

Latitude ��



Time zone (67

Maintain Address %RVWRQ

For more information on maintaining data for the location, see the SAP Library for SAP AdvancedPlanner and Optimizer (SAP APO) under 6$3�$32�0DVWHU�'DWD → /RFDWLRQ.

,Q�&50�2QOLQH

&UHDWH�LQ�&50�2QOLQH�D�EXVLQHVV�SDUWQHU�PDVWHU�UHFRUG�IRU�WKH�ORFDWLRQ��SODQW��WKDW�LV�XVHG�LQ6$3�$32

When availability check is carried out, the SAP APO System determines a location and returnsinformation on this location for each confirmation schedule line.

1. In the SAP Easy Access Menu, choose 0DVWHU�'DWD → %XVLQHVV�3DUWQHU →�0DLQWDLQ�%XVLQHVV3DUWQHU.

2. Choose &UHDWH�2UJDQL]DWLRQ and fill in the necessary details, such as:

)LHOG 'HWDLOV

Business partner /2&��

Name 3ODQW��

City %RVWRQ

Country 86$

This business partner is assigned to the location in SAP APO in Set up Customizing forAvailability Check [Page 185], in Step 3 of the section ,Q�&50�2QOLQH.

For more information, see Location Determination in the Sales Order [SAP Library].



�*HQHUDWLRQThis section describes the generation of SAP Middleware.

�*HQHUDWLRQ�RI�2EMHFWV�DQG�6HUYLFHVIndustry-specific runtime objects must be initially created for the object types delivered with theinstallation or recreated after a customer modification affecting the meta-information. If you transportmodified meta-information, you must see the transport log for further information.

Runtime objects that are not specific to your industry are contained in the delivery.

Repository data is maintained and stored in the CRM Server.

For background information, see Repository Administration and Runtime Object Generation [SAPLibrary].

For details on how to generate objects and services, see the Implementation Guide under &XVWRPHU5HODWLRQVKLS�0DQDJHPHQW��&50�0LGGOHZDUH�DQG�5HODWHG�&RPSRQHQWV��*HQHUDWLQJ�,QGXVWU\�6SHFLILF2EMHFWV�DQG�6HUYLFHV.



�5HSOLFDWLRQThis section describes the process of transferring new and updated data from various systems, forexample from the R/3 System to the CRM System.

�5HSOLFDWLRQ�RI�&XVWRPL]LQJ�2EMHFWV

3XUSRVH

Before you can start the replication of business object such as business partner, products, orconditions, you need to load necessary configuration and customizing settings to the CRM Server.

In general, it is necessary to distinguish between initial load from R/3 backend system to CRM Serverand initial load between CRM Server and the Consolidated Database (CDB), which is used for thedistribution to mobile clients. Both processes use different customizing objects as well as applicationobjects. While there is an existing delta load of customizing objects between CRM Server and CDB, asimilar process between R/3 backend system and CRM Server is not implemented. Therefore, youneed to restart an initial load of customizing objects in order to update customizing settings from R/3backend to CRM Server.

The customizing objects available in the system are stored in the table SMOFOBJECT and the objectflows defined for these objects are stored in table SMOFINICON.

3UHUHTXLVLWHV

Before you can start the customizing replication, you need to verify that entries for the ISO codes areunique in the following tables:

7DEOH��)LHOG�QDPH 'HVFULSWLRQ

T006 / ISOCODE Unit of measures

T002 / LAISO Language keys

TCURC / ISOCD Currency codes

T005 / INTCA Countries

Although SAP delivers these tables in a consistent state, duplicate ISO entries can occurbecause this is not a key field in those tables (especially, if own entries have been set upwith FRS\ functions.)

For more information, see &KHFNLQJ�,62�&RGHV.

3URFHVV�)ORZ

You start the initial replication process for at least one customizing object using transaction 5�$6�onthe CRM Server. Within the transaction 5�$6 you can choose PXOWLSOH�VHOHFWLRQ where you canspecify how many and what objects you want to load. After the load process you should monitor theobject load using transaction 5�$0�.

For more information, see

• ,QLWLDO�/RDG�RI�&XVWRPL]LQJ�2EMHFWV

• 0RQLWRULQJ�5HSOLFDWLRQ�6WDWXV�IRU�&XVWRPL]LQJ�2EMHFWV

•



�&KHFNLQJ�,62�&RGHV

8VH

Before starting the Customizing replication, verify that entries for the ISO codes are unique in thefollowing tables:

7DEOH��)LHOG 'HVFULSWLRQ

T006 / ISOCODE Unit of measures

T002 / LAISO Language keys

TCURC / ISOCD Currency codes

T005 / INTCA Countries

Although SAP delivers these tables in a consistent state, duplicate ISO entries can occurbecause this is not a key field in those tables (especially if own entries have been set upwith copy functions).

3URFHGXUH

CRM Checking ISO Codes

Transaction code SE16

SAP Menu Basis Tools → ABAP Workbench → Overview →Data Browser

1. In the table name field enter 7��.

2. Choose Table Contents (Enter).

3. Choose Execute (F8).

4. Check the column ISOCODE for duplicate entries.

5. Repeat these steps for the other tables.

If duplicate ISO codes are detected, they have to be replaced by new ISO codes. The finalresult has to be that all tables mentioned hold unique ISO code entries. Multiple entrieswith empty ISO codes are possible.

Duplicate entries cannot be deleted directly in transaction 6(��. If you want to deletedatabase records please get advice from experienced consultants or enter an SAPmessage.

�'HILQH�3URGXFW�+LHUDUFK\�6WUXFWXUHFor more information about product hierarchy structures, see the documentation to the SAPImplementation Guide (IMG) transaction as mentioned in 'HILQLQJ�3URGXFW�+LHUDUFK\�6WUXFWXUH�LQ�WKH&50�6\VWHP.



�'HILQLQJ�3URGXFW�+LHUDUFK\�6WUXFWXUH�LQ�WKH�&506\VWHP

3URFHGXUH

&50 'HILQLQJ�3URGXFW�+LHUDUFK\�6WUXFWXUH�LQ�WKH�&50�6\VWHP

7UDQVDFWLRQ�FRGH 6352

,0*�3DWK &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3URGXFW�→3URGXFW�&DWHJRU\�→�'HILQH�&DWHJRU\�1XPEHULQJ�6FKHPHV

1. Choose 1HZ�(QWULHV.

2. Select the numbering scheme R3PRODHIER and enter 1XPEHULQJ�6FKHPH�5�� in the field1XPEHULQJ�VFKHPH.

3. Click on R3PRODHIER and choose 'HILQH�QXPEHULQJ�VFKHPH�OHYHOV in the left dialog structure.The levels and number of digits for each level need to be exactly the same as in the R/3 Backendsystem (for example, 5-5-8 for the SAP standard delivery).

�&KHFNLQJ�3URGXFW�+LHUDUFK\�6WUXFWXUH�LQ�5��%DFNHQG6\VWHP

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5�� &KHFNLQJ�3URGXFW�+LHUDUFK\�6WUXFWXUH�LQ�5��%DFNHQG�6\VWHP

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6$3�0HQX 7RROV�→�$%$3�:RUNEHQFK�→�'HYHORSPHQW�→�$%$3�'LFWLRQDU\

1. In the $%$3�'LFWLRQDU\��,QLWLDO�6FUHHQ� enter 352'+6 in the field 9LHZ.

2. Choose 'LVSOD\.

3. In the 'LFWLRQDU\��'LVSOD\�6WUXFWXUH screen the number of components corresponds to the numberof levels in the CRM system. The field /HQJWK defines the number of digits for each level.

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,0*�SDWK &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�GDWD�→�3URGXFW�→�%DVLF

VHWWLQJV�→�'HILQH�2XWSXW�)RUPDW�DQG�6WRUDJH�)RUP�RI�3URGXFW�,'6

For more information, see the documentation to the IMG activity.



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You need to load customizing settings from the R/3 Backend system to your CRM Server in order toprepare the CRM Server for loading R/3 business objects such as customer or materials.

In addition, if you want to use mobile sales or services, you need to load those customizing settingsfrom the CRM Server to the Consolidated Database (CDB), where the data are stored, that are to bedistributed from CRM application to mobile clients or vice versa. Since CRM server applications andCRM Mobile applications do not use exact the same data models, different customizing objects areused for the initial replication.

It is strongly recommended to customize the objects in the CRM Server EHIRUHtransporting them to the CDB. This is necessary to avoid corruption of the data.

The following table gives you an overview of the basic customizing objects for the initial load from theR/3 backend system to the CRM Server.

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Object Name Description

R/3 CRM DNL_CUST_ACGRPP Account Group Product

R/3 CRM DNL_CUST_ADDR Regional structure

R/3 CRM DNL_CUST_BASIS Basis CRM online

R/3 CRM DNL_CUST_BASIS2 Basis CRM online




R/3 CRM DNL_CUST_BNKA Banking Master

R/3 CRM DNL_CUST_CND Conditions: Cust. Cond.techn.

R/3 CRM DNL_CUST_CNDALL Conditions: Customizing total

R/3 CRM DNL_CUST_FGD Free goods

R/3 CRM DNL_CUST_PAYPL Payplan

R/3 CRM DNL_CUST_PRC Conditions: Cust. Pricing

R/3 CRM DNL_CUST_PRICE Sales pricing and pricing item

R/3 CRM DNL_CUST_PROD0 Material number conversions

R/3 CRM DNL_CUST_PROD1 Product : categories

R/3 CRM DNL_CUST_PROD3 Material : R/3 sales status

R/3 CRM DNL_CUST_S_AREA R/3 Sales Areas

R/3 CRM DNL_CUST_SALES Sales

R/3 CRM DNL_CUST_SCE SCE varcond

R/3 CRM DNL_CUST_SHIP Sales shipping

R/3 CRM DNL_CUST_SPROD Sales product item

R/3 CRM DNL_CUST_SRVMAS Customizing: Service Master



R/3 CRM DNL_CUST_T502T Business Partner: T502T

R/3 CRM DNL_CUST_TAX Customizing: Taxes

R/3 CRM DNL_CUST_TBRC Business Partner: Industries

R/3 CRM DNL_CUST_TPFK Business Partner: TPFK, TPFKT

R/3 CRM DNL_CUST_TSAB Business Partner: TSAB, TSABT

R/3 CRM DNL_CUST_TVAST Sales Document Blocking Reason

R/3 CRM DNL_CUST_TVFS Sales Document Billing: Block

R/3 CRM DNL_CUST_TVGF Business Partner: TVGF, TVGFT

R/3 CRM DNL_CUST_TVIP Business Partner: TVIP, TVIPT

R/3 CRM DNL_CUST_TVLS Deliveries: Blocking Reasons/C

R/3 CRM DNL_CUST_TVPV Business Partner: TVPV, TVPVT

The following table gives you an overview of the basic customizing objects for the initial load fromCRM Server to the Consolidated Database (CDB).

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CRM CDB BOTVAK_OBJECT BOTVAK_OBJECT

CRM CDB BOTVAPO_OBJECT ATP Profile per line item cate

CRM CDB CRM_DNLPRDOBJFA Product Object Family

CRM CDB CRM_DNLPRDSCHEM Numbering Scheme for Hierarchy

CRM CDB CRM_DNLPRODTYPE Definition of Product Types

CRM CDB CRM_DNLSUBJPROF Subject profile

CRM CDB CRM_DNL_ACT_CAT Activity Category

CRM CDB CRM_DNL_ACT_H Activity

CRM CDB CRM_DNL_ACT_OBJ Activity Objective

CRM CDB CRM_DNL_ACT_PRI Activity Priority

CRM CDB CRM_DNL_BNKA Banking Master

CRM CDB CRM_DNL_CODEPRG Code Profile

CRM CDB CRM_DNL_CODEPRO Code Profile

CRM CDB CRM_DNL_COPYCU Service Transtion type

CRM CDB CRM_DNL_CYCLE Sales cycle of the Opportunity

CRM CDB CRM_DNL_CYCPHAS Sales cycle of the Opportunity

CRM CDB CRM_DNL_ICATEG Service Item Category Group

CRM CDB CRM_DNL_ITMTYPE Item type

CRM CDB CRM_DNL_IT_ASSG Item Assignment

CRM CDB CRM_DNL_OPPIPOR Opportunity Class

CRM CDB CRM_DNL_OPPORTH Opportunity header customizing

CRM CDB CRM_DNL_OPPTYPE Object/Opportunity Sub-Type

CRM CDB CRM_DNL_ORGMAN CRM_DNL_ORGMAN

CRM CDB CRM_DNL_PAR_FCT Partner function



CRM CDB CRM_DNL_PAR_PDD Partner determination definiti

CRM CDB CRM_DNL_PAR_PDP partner determination procedur

CRM CDB CRM_DNL_PHASE Funnel Phase

CRM CDB CRM_DNL_PPFTCON PPF: Actions

CRM CDB CRM_DNL_PPFTCU PPF: Trigger type

CRM CDB CRM_DNL_PRDCT Service Valuation types

CRM CDB CRM_DNL_PRDOBJF Product Object Family

CRM CDB CRM_DNL_PROCTYP Process Type

CRM CDB CRM_DNL_PRODUCT Material number conversions

CRM CDB CRM_DNL_PRT_PFT MSE Partner Function Categorie

CRM CDB CRM_DNL_QPC Code

CRM CDB CRM_DNL_QPG Code Group

CRM CDB CRM_DNL_SCAPPT Appointment type

CRM CDB CRM_DNL_SLSITEM Sales item customizing

CRM CDB CRM_DNL_SOURCE Opportunity source

CRM CDB CRM_DNL_SRVCUST Service Header Customising

CRM CDB CRM_DNL_SRV_TY Service types

CRM CDB CRM_DNL_STAREAS Status Reason

CRM CDB CRM_DNL_SUBOB Service Object types for BTH

CRM CDB CRM_DNL_SUBOB_I Service Object types for BTI

CRM CDB CRM_DNL_TAXCNT TB070

CRM CDB CRM_DNL_TAXCN_T TB070T

CRM CDB CRM_DNL_TEXT_O Text Object Definition

CRM CDB CRM_DNL_TEXT_P Text determination procedure

CRM CDB CRM_DNL_TG_TT TB071

CRM CDB CRM_DNL_TIMECTE Date set profile

CRM CDB CRM_DNL_TJ02 System Status

CRM CDB CRM_DNL_TJ20 Status profile

CRM CDB CRM_DNL_TJ30 User Status

CRM CDB CRM_DNL_TQ15 Code Catalog type

CRM CDB CRM_DNL_TTXID Texts on text ID’s

CRM CDB CRM_DNL_TTXOB Defaults for object types

CRM CDB CRM_DNL_VAL_TY Service Valuation types

CRM CDB CRM_TTE_CNTDEP Country dependent customizing

CRM CDB CRM_TTE_COMMUNI Community

CRM CDB CRM_TTE_INTDATA Cust. Int Data

CRM CDB CRM_TTE_MAP Cust. Mapping

CRM CDB CRM_TTE_SYSDATA Cust. System Data

CRM CDB CRM_TTE_TAXABIL Cust. Taxability



CRM CDB CUST_CHAN_WRITE Campaign channels

CRM CDB CUST_CTYPT_WRT Campaign Type

CRM CDB CUST_PCAUT_WRT Campaign authorization

CRM CDB CUST_PCOBJ_WRT Campaign Objective

CRM CDB CUST_PCTAC_WRT Campaign Tactics

CRM CDB CUST_PRCPROCDET Determination of Pricing Proce

CRM CDB CUST_PRCPROC_DE CUST_PRCPROC_DET-SalesDoc

CRM CDB CUST_PRIOR_WRT Allocation Priority

CRM CDB CUST_PRIOTX_WRT Campaign Priority

CRM CDB CUST_STUS_WRITE Allocation itrem status

CRM CDB DNLITEMSTATUS Opportunity item status

CRM CDB DNL_CRM_IBA_CTY Ibase(service) component Type

CRM CDB DNL_CRM_IBA_TYP Ibase Types

CRM CDB DNL_CUST_ART_NO Product : categories

CRM CDB DNL_CUST_AU_CON Sales Document Types: Texts

CRM CDB DNL_CUST_BNKA1 Banking information CRM->CDB

CRM CDB DNL_CUST_CLASS Sales

CRM CDB DNL_CUST_COUNTR Business Partner :T005 series

CRM CDB DNL_CUST_CREDIT Business Partner: TFACT

CRM CDB DNL_CUST_CURREN Currency

CRM CDB DNL_CUST_CUST1 Business Partner: 151,188,189

CRM CDB DNL_CUST_CUST2 Business Partner: TPRIT

CRM CDB DNL_CUST_CUST3 Business Partner :TVGFT

CRM CDB DNL_CUST_GLOBAL Business Partner: TSAB, TSABT

CRM CDB DNL_CUST_INDUST Business Partner: T016T

CRM CDB DNL_CUST_IT_CAT Sales document item categories

CRM CDB DNL_CUST_LANGU Business Partner: T002, T002T

CRM CDB DNL_CUST_MAT1 Sales shipping

CRM CDB DNL_CUST_MTART Item Category Group

CRM CDB DNL_CUST_PAFUNC Partner Function Groups

CRM CDB DNL_CUST_PERS1 Business Partner: TPKFT, SABT

CRM CDB DNL_CUST_PERS3 Business Partner: TB010

CRM CDB DNL_CUST_SD_CON DNL_CUST_SD_CON

CRM CDB DNL_CUST_SD_OR1 Business Partner: Vast

CRM CDB DNL_CUST_SD_OR2 Business Partner : VFST

CRM CDB DNL_CUST_STOCK Process Type

CRM CDB DNL_CUST_SYSMSG Messages

CRM CDB DNL_CUST_SYS_TB Contains SMONRIV

CRM CDB DNL_CUST_UNITS



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6$3�0HQX 0LGGOHZDUH �→�'DWD�([FKDQJH �→� ,QLWLDO�/RDG �→�6WDUW

1. In the /RDG�2EMHFW field, enter <object name>.

2. In the 6RXUFH�6LWH field enter the site ID of the sending system and in the 'HVWLQDWLRQ�6LWH field enterthe site ID of the receiving system.

3. To run the replication, choose ([HFXWH��)��.

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You use this activity in order to check the completeness of the replication of customizing objects.

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CRM Monitoring Replication Status

Transaction code R3AM1

SAP Menu Middleware → Data Exchange → Initial Load → MonitorObjects

1. In the Object Name field, enter the downloaded object to get the download status of this object.

You can also make no entry to get the status of all downloaded objects.

2. The replication is complete if all objects have the status Done.

In case of problems during replication, call the transaction 60:3�(Middleware Portal)and search for error states in the area 5XQWLPH�,QIRUPDWLRQ.

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Within the CRM system group, organizational data (for example, sales organization, distributionchannel) must be available in all systems in order that the exchange of master data and documents ispossible. Additionally, organizational data must be maintained consistently in all systems concerned.

If you use an R/3 System with CRM, the following organizational data is transferred from the R/3System to the CRM System during the initial data transfer for Customizing:

• Distribution Channel

• Division

• Default combinations of distribution channels and divisions

This data is defined as attributes in the CRM System, and not independent units.

You can find further information on initial data transfer under Replication of Customizing Objects [Page42].

During initial data transfer of Customizing data from the R/3 System, the following data is nottransferred:

• Sales organization



• Sales office

• Sales group

• Sales area [SAP Library] (a combination of sales organization, distribution channel, division)

When processing the organizational model, R/3 organizational units are displayed on the7\SH tab page, however this takes place through an RFC connection to a connected R/3System. R/3 organizational units are not transferred with Customizing to the CRM server.

You have to transfer this data in a separate process step, or create it manually in the CRM System.

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To ensure that the required organizational data is available in all systems concerned, you can transferorganizational data in CRM from one system to another. The following possibilities are available:

• Copying the sales structure from the R/3 System to CRM Online

You can transfer sales areas as well as sales offices and sales groups from R/3 to CRM withone program. After transfer, it is often necessary to post-process the structure.

You can find further information under copying the sales structure from R/3 to CRM Online[Page 50].

• Creating the organizational model manually in CRM Online [Page 52]

This can be useful, if you only wish to use a part of the sales areas from the R/3 System inCRM.

• Distributing the organizational plan from the R/3 HR System using ALE

This can be useful if you use Organizational Management in the OLTP R/3 System, forexample with SAP Workflow, and you have already created a detailed organizational model.

You can find further information under Distributing the organizational plan from R/3 HR withALE [Page 53]. See also SAP Note 312090.

• Copying the organizational model from CRM Online to CRM Mobile

You can find further information under Transferring the organizational model from CRM Onlineto CRM Mobile [Page 54]

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If you use the R/3 System as a back end system in CRM, you need the sales structure from the R/3System in order to transfer or create master data (for example, business partner, products, andconditions) in CRM.

The following documentation explains how you can transfer the sales structure from 6DOHV�DQG'LVWULEXWLRQ (SD) of the R/3 System to CRM Online.

By copying the sales structure, you can ensure that the structures in the R/3 OLTP System and inCRM Online correspond as far as possible. Corresponding sales structures is a prerequisite for beingable to replicate sales documents into R/3 and exchange master data (for example, business partnerand products) between systems.

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• You have set up a sales structure in R/3. You can find further information under Defining the salesstructure in the OLTP R/3 System [SAP Library].



• The connection to the R/3 System has been set up. You can find further information underCommunication Setup Overview [Page 14].

• You transferred the distribution channels, and divisions if required, during the initial data transferfor Customizing objects. You can find further information under Initial Load of Customizing Objects[Page 45].

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1. You execute the program for transferring the sales structure. You can find the program in theImplementation Guide (IMG) for &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�under 0DVWHU�'DWD�→2UJDQL]DWLRQDO�0DQDJHPHQW�→�'DWD�7UDQVIHU�→�&RS\�5��6DOHV�6WUXFWXUH� See the information inthe IMG documentation.

2. The system copies the sales structure, or the selected sales areas.

To ensure a structure that matches the R/3 sales structure as far as possible, and at the sametime to make use of CRM Organizational Management options, the R/3 sales structure isdisplayed as follows:

− An own organizational unit is created for sales organizations, distribution channels and salesgroups.

− If several sales offices are assigned to one sales group in the R/3 System, the first assignmentis transferred during copying. A sales group cannot be assigned to several offices in CRMOnline.

− The currency of the company code of the R/3 sales organization is assigned as an attribute ofthe corresponding sales organization in CRM Online.

− Distribution channel and division are displayed as an attribute of their own organizational unit.

3. If the system can determine a unique R/3 dummy division (R/3 header division), it enters thisdivision automatically.

4. In order to be able to use the organizational structure in CRM Organizational Management, carryout the following post-processing steps according to the requirements of your enterprise in theIMG for &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW under 0DVWHU�'DWD�→�2UJDQL]DWLRQDO�0DQDJHPHQW

→�2UJDQL]DWLRQDO�0RGHO�→�&KDQJH�2UJDQL]DWLRQDO�0RGHO:

a. Check the descriptions of the organizational units and change these to appropriate names, ifrequired.

b. Complete missing organizational units, for example organizational units for Sales or Serviceprocesses.

c. Assign further attributes, for example postal code area and product groups for the requiredscenarios (Sales or Service).

d. Complete positions and assign employees to the positions.

You can find more information on editing the organizational model under displaying/editingobjects [SAP Library].

See of the following notes for executing the program for copying the R/3 sales structure:

• If the organizational model is created automatically with this program, a possibly alreadyexisting organizational model is not changed or overwritten. For this reason, ensure thatorganizational units or structures have not already been created manually in CRM Onlinebefore executing the report. Otherwise errors may occur during organizational datadetermination and during business partner and product data maintenance, as two parallelstructures exist in the system.

• For this reason, you can execute this program only once. Where necessary, you have tomake corrections manually in Organizational Model Maintenance.

• You cannot undo the organizational model according to the R/3 sales structure in CRMOnline once it has been created.



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The following graphic shows how a simple sales structure from the R/3 System is displayed aftertransfer to CRM Online:

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Creating the organizational model manually in CRM [Page 52]

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It may be useful in the following cases to create the organizational model manually in CRM Online:

• You use CRM without an R/3 System as a back end.

• After automatic transfer with the program for copying the R/3 sales structure, it would becomplicated to post-process the organizational model.

• You do not wish to use the program for copying the R/3 sales structure for other reasons.

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Before creating the organizational model in CRM, you have carried out the following activities:

1. You have analyzed the sales structure of your R/3 System and decided which sales areas, whichsales offices and sales groups you require in CRM Online. You can find the R/3 sales structure inthe IMG of the R/3 System under (QWHUSULVH�6WUXFWXUH�→�'HILQLWLRQ�→�6DOHV�DQG�'LVWULEXWLRQ�

2. You have decided whether you are using divisions in the CRM System. If you are not usingdivisions, you have switched off the use of divisions in Customizing for CRM under 0DVWHU�'DWD�→2UJDQL]DWLRQDO�0DQDJHPHQW�→�'LYLVLRQ�6HWWLQJV�→�'HILQH�8VH�RI�'LYLVLRQ�DQG�'XPP\�'LYLVLRQ.

3. You have transferred the required distribution channels and divisions, if required, with the initialdata transfer. You can find further information under Replication of Customizing Objects [Page42].



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In order to create an organizational model in CRM Online according to the example of the salesstructure in R/3 6DOHV�DQG�'LVWULEXWLRQ �6'�, proceed as follows:

1. Create an organizational model in Customizing for CRM under 0DVWHU�'DWD�→�2UJDQL]DWLRQDO

0DQDJHPHQW�→�2UJDQL]DWLRQDO�0RGHO�→�&UHDWH�2UJDQL]DWLRQDO�0RGHO, and define salesorganizations, sales offices and sales groups in it.

You can find more information on creating the organizational model under Creating objects[SAP Library].

2. Enter the corresponding organizational units in the R/3 System (mapping).

3. Define the sales areas by assigning the sales organization, distribution channels and divisionsas attributes.

You can also assign distribution channels and divisions to organizational units below asales organization (for example, a sales office). The system then reads the sales area withthe higher-level sales organization.

4. Define a dummy division [SAP Library] for data exchange with the R/3 System (for example, ofbusiness partner master data, or sales documents) in Customizing for CRM under 0DVWHU

'DWD�→�2UJDQL]DWLRQDO�0DQDJHPHQW�→�'LYLVLRQ�6HWWLQJV�→�'HILQH�8VH�RI�'LYLVLRQ�DQG'XPP\�'LYLVLRQ�

You can find further information on the function of the dummy division in the correspondingIMG documentation.

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You can enhance this organizational model in order to likewise display your Service and Purchasingprocesses.

You can also use this organizational model for the implementation of workflow management.

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Copying the sales structure from R/3 to CRM Online [Page 50]

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If you wish to use R/3 HR, and you have maintained the organizational plan there, you can distributethis organizational plan to CRM Online with ALE (Application Link Enabling). In this way, you arespared double maintenance of the organizational model in two different systems.

In this scenario, R/3 HR is the leading system. You have to make changes to the organizational plan inthe R/3 HR System, and you have to update CRM Online regularly.

You can find further information in the Implementation Guide (IMG) of the HR System under %DVLV�→$SSOLFDWLRQ�/LQN�(QDEOLQJ�(ALE) →�0RGHO�DQG�,PSOHPHQW�%XVLQHVV�3URFHVVHV�→�&RQILJXUH�3UH�

GHILQHG�$/(�%XVLQHVV�3URFHVVHV�→�+XPDQ�5HVRXUFHV�0DQDJHPHQW�→�'LVWULEXWLQJ�0DVWHU�'DWD�→6HW�XS�'LVWULEXWHG�2UJDQL]DWLRQDO�0DQDJHPHQW�

If you distributed employee master data using ALE, you cannot create or maintain employee masterdata in CRM.



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After distributing the organizational model, you have to make the following settings in Customizing for6$3�&50:

• Integration of organizational units with the business partner master records

You can find further information in the IMG for &50 under 0DVWHU�GDWD�→ %XVLQHVV�3DUWQHU

→ ,QWHJUDWLRQ�%XVLQHVV�3DUWQHU��2UJDQL]DWLRQDO�0DQDJHPHQW�

• Integration of employee master records with the business partner master records

You can find further information in the IMG for &50 under 0DVWHU�GDWD�→ %XVLQHVV�3DUWQHU

→ ,QWHJUDWLRQ�%XVLQHVV�3DUWQHU��(PSOR\HH�

• Different number ranges for employee master records in R/3 and in CRM.

You can find further information in the IMG for %DVLV (SAP Web Application Server) under6$3 %XVLQHVV�0DQDJHPHQW�→�6$3�%XVLQHVV�:RUNIORZ�→�%DVLF�6HWWLQJV�→�1XPEHU�5DQJH0DLQWHQDQFH.

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Distributed Organizational Management [SAP Library]

Take note of SAP Note 312090 when distributing the HR Organizational Model into CRMwith ALE.

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You can transfer the organizational structure from the CRM Online System for Sales Service viaMiddleware to mobile applications.

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You start the transfer in Customizing for &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW under 0DVWHU�'DWD�→2UJDQL]DWLRQDO�0DQDJHPHQW�→�'DWD�7UDQVIHU�→�&RS\�2UJDQL]DWLRQDO�6WUXFWXUH�WR�&50�0RELOH.

See the corresponding information in the Implementation Guide (IMG) documentation.

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• Sales areas from CRM Online are available on your laptops.

• The organizational structure as an employee hierarchy also becomes available on the laptop.

�7D[HV�YLD�WKH�7UDQVDFWLRQ�7D[�(QJLQH��77(�Depending on the billing scenario used - CRM invoice or R/3 invoice, you will use one of the followingscenarios for determining tax:

• Transaction Tax Engine (CRM Invoice)



• Condition Technique (R/3 Invoice)

The following activities are needed to configure your system for tax calculation via the TTE:

1. Connectivity Activities [Page 56]

2. Master Data Replication for the Business Partner [Page 59]

3. Initial Customizing Download [Page 63]

4. Master Data Replication for the Product [Page 64]

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To replicate tax-relevant master data from R/3 to CRM for both of these methods, you:

• Make assignment settings in Customizing tables

• Initiate a Customizing Download to transfer these Customizing tables to the CRM system

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Define Business Partner and Product Tax Types [Page 59] R/3

Define Business Partner Tax Groups [Page 60] R/3

Define Business Partner Assignment Settings [Page 61] R/3

Execute Validation Report for Business Partner Assignment Settings [Page 62] R/3

Initiate Customizing Download [Page 63] CRM

Define Product Tax Groups [Page 64] CRM

Define Product Tax Assignment from R/3 to CRM [Page 65] CRM

Execute Validation Report for Product Assignment Settings [Page 66] CRM



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The Transaction Tax Engine (TTE) is an integral part of the Internet Pricing and Configurator (IPC).

For information on:

Setting up and installing the IPC, see The Internet Pricing and Configurator [SAP Library].

TTE-specific settings for the IPC administrator, see TTE Settings for the IPC Administrator [Page 56].

US-Specific information, see USA: Country-Specific Settings [Page 67].

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When pricing is required and a call to the TTE has to be made via the SPE, the following user exits arerequired under the 3ULFLQJ tab:

To access the Internet Pricing and Configurator Administrator, choose Start → Programs → SAPInternet Pricing and Configurator → Administrator → Pricing Engine Parameters

The TTE specific settings are made in the Pricing Engine Parameters

For specific information referring to particular Support Packages, refer to the CSN Note:449883.



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The following user exits have to be maintained:

Document User Exit userexits.DocumentTaxUserExit

Item User Exit userexits.ItemTaxUserExit

Features under the Transaction Tax Engine Tab

Feature Additional Information

TTE Enabled Allows you to activate the TTE ordeactivate it. As a default setting, thisoption is selected. Leave blank if you donot use the TTE or you need to isolate theTTE from the IPC for urgent repair work

Debug Displays detailed debug information on theserver console when selected

'DWDEDVH�$OLDV Select the name of system where the TTEconfiguration settings are maintained

&OLHQW Select the client in which the TTEconfiguration settings are maintained

External Tax Determination Select this option if you are using taxsoftware from an external vendor

External Tax Package This option is only displayed if ([WHUQDO�7D['HWHUPLQDWLRQ is selected. You use it toselect the relevant external software vendor

WorkArea Refresh Time Indicates the time for which a tax document -that is the input and output document - isavailable

Customizing Refresh Indicates the frequency in whichCustomizing settings are refreshed - forexample every 15 minutes. You can selectthe Starting Time and the frequency of theCustomizing Refresh

Do Persistent File Select this option if you want to retainyour tax document for data retentionpurposes

Persistent File Path Path where the tax document is storedfor data retention purposes

Default Indicator Automatically selects predefined valuesand active database



For specific information referring to particular Support Packages, refer to the CSN Note:449905.

To access the Internet Pricing and Configurator Administrator, choose Start → Programs → SAPInternet Pricing and Configurator → Administrator → Pricing Engine Parameters

You must:

Install the external tax package on the same machine

The class path settings in the server.bat and the admin.bat must be:

Vertex:@SETCLASSPATH_=%CLASSPATH_%;vertex_install_dir\QSCI\lib\equantum.jar;vertex_install_dir\QSCI\lib\qsci.jar

Taxware :@SET CLASSPATH_=%CLASSPATH_%;c:\winnt\java\classes\TAXWARE_SAP.zip

However, when the IPC server has to be started from the Service Manager as a service, thefollowing lines need to be added to the classpath entry ofipc_install_dir\lib\properties\serverservice.properties :

Vertex:vertex_install_dir\QSCI\lib\equantum.jar;vertex_install_dir\QSCI\lib\qsci.jar

Taxware :c:\winnt\java\classes\TAXWARE_SAP.zip

US Settings With the TTEMake these settings when the external software is called via the TTE

Feature Settings

TTE Enabled Select

'HEXJ Leave blank

'DWDEDVH�$OLDV 6HOHFW�WKH�QDPH�RI�V\VWHP�ZKHUH�WKH�77(FRQILJXUDWLRQ�VHWWLQJV�DUH�PDLQWDLQHG

&OLHQW 6HOHFW�WKH�FOLHQW�LQ�ZKLFK�WKH�77(FRQILJXUDWLRQ�VHWWLQJV�DUH�PDLQWDLQHG

([WHUQDO�7D[�'HWHUPLQDWLRQ 6HOHFW

([WHUQDO�7D[�3DFNDJH 6HOHFW�WKH�UHTXLUHG�H[WHUQDO�WD[�SDFNDJH

:RUN$UHD�5HIUHVK�7LPH $V�UHTXLUHG

&XVWRPL]LQJ�5HIUHVK $V�UHTXLUHG



Do Persistent File Leave blank -> When this option is leftblank, the feature Persistent File Path isnot available

US Settings Without the TTEMake these settings when the external software is called directly (and not via the TTE)

Feature Settings

TTE Enabled Leave blank -> When this option is leftblank, the following features are notavailable:DebugDatabase AliasClientDo Persistent FilePersistent File PathWorkArea Refresh TimeCustomizing Refresh

([WHUQDO�7D[�'HWHUPLQDWLRQ 6HOHFW

([WHUQDO�7D[�3DFNDJH 6HOHFW�WKH�UHTXLUHG�H[WHUQDO�WD[�SDFNDJH

�%XVLQHVV�3DUWQHU�5HSOLFDWLRQ��2YHUYLHZ

To replicate tax-relevant Business Partner master data, you:

1. Define Business Partner tax types

2. [Page 59]Define BP tax classification assignment settings [Page 61]

3. Validate Business Partner assignment settings [Page 62]

4. Initiate a Customizing download [Page 63]

�'HILQLQJ�%XVLQHVV�3DUWQHU�DQG�3URGXFW�7D[�7\SHV

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To replicate:

R/3 tax categories for Business Partners and products to CRM tax types.

You define CRM tax types in your R/3 system so that you can assign your tax classifications in thecorresponding Customizing tables.

These tables are used to replicate data to the CRM system via the Customizing Download.



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You carry out this activity in the R/3 system.

In the R/3 system, you have defined:

• Tax categories

• Tax countries

• Tax classification

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In R/3

�� Choose the transaction 3,70�

You branch to the 'HILQH�7D[�7\SHV screen.

2. Choose 'HILQH�7D[�7\SHV�

3. Choose 1HZ�(QWULHV�

4. Enter the &RXQWU\.

5. Enter the 7D[�7\SH.

6. Indicate, via the checkboxes, if the tax type is relevant for the %XVLQHVV�3DUWQHU, 3URGXFW, or both.

7. Save your entries.

5HVXOW

After you have defined tax types for your Business Partner, you

Assign [Page 60] the Business Partner tax group

After you have defined tax types for your product in R/3, you:

Initiate a Customizing download to CRM [Page 63].

Assign the product tax groups to tax types in CRM [Page 64].

([DPSOH

To define a tax type for a product or a Business Partner, make the following entries:

&RXQWU\ 7D[�7\SH 7D[�7\SH�'HVFULSWLRQ %3��FKHFNER[� 3URGXFW��FKHFNER[�

US UTXJ US Sales Tax Leave Blank Select

US UTXJ US Sales Tax Select Leave Blank

�'HILQLQJ�%XVLQHVV�3DUWQHU�7D[�*URXSV

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To replicate R/3 Business Partner tax classification to CRM Business Partner tax groups, you have todefine CRM Business Partner tax groups in R/3.



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You carry out this activity in the R/3 system.

In the R/3 system, you have defined tax types [Page 59].

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In R/3

1. Choose the transaction 3,70�

2. Select a 7D[�7\SH

3. Choose $VVLJQ�%XVLQHVV�3DUWQHU�7D[�*URXS�

�� Choose 1HZ�(QWULHV�


6. Enter the 5HJLRQ, if required.

If you calculate tax via the jurisdiction method, you must maintain a region.

7. Enter the 7D[�7\SH.

8. Enter the 7D[�*URXS.


5HVXOW

You can now define the business partner tax classification assignment settings [Page 61].

([DPSOH

&RXQWU\ 5HJLRQ 7D[�7\SH 7D[�*URXS

US Leave Blank UTXJ FULL

�'HILQLQJ�%XVLQHVV�3DUWQHU�7D[�&ODVVLILFDWLRQ$VVLJQPHQW�6HWWLQJV

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To replicate R/3 tax categories and tax classifications to the CRM system.

3UHUHTXLVLWHV

The R/3 tax categories and tax classifications have been maintained. In addition, you have alsodefined:

Tax types for CRM [Page 59]

Tax groups for CRM

[Page 60]



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In R/3

�� Enter the transaction 3,70�

You branch to the 7D[�&ODVVLILFDWLRQ��0DSSLQJ�5��WR�&50�Overview screen.



4. Enter the 5HJLRQ�

If you calculate tax via the jurisdiction method, you must maintain a region.

5. Enter the CRM 7D[�7\SH.

6. Enter the CRM 7D[�*URXS.

�� Enter the R/3 7D[�&DWHJRU\�

�� Enter the R/3 7D[�&ODVVLILFDWLRQ�


5HVXOW

You have now completed the assignment settings required for the Customizing download [Page 63] toCRM to replicate your master data.

([DPSOH

To replicate the

R/3 Tax Category, 9$7, and Tax Classification �, valid for the UK

to

CRM Tax Type, 9$7, and Tax Group, )XOO, valid for the UK

make the following entries:

7DEOH��7D[�&ODVVLILFDWLRQ��0DSSLQJ�5��WR�&50�2YHUYLHZ��7UDQVDFWLRQ�3,70�

&RXQWU\ 5HJLRQ 7D[�7\SH 7D[�*URXS 7D[�&DWHJRU\ 7D[�&ODVVLILFDWLRQ

UK VAT FULL VAT 1

�9DOLGDWLQJ�%XVLQHVV�3DUWQHU�$VVLJQPHQW�6HWWLQJV

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To validate Business Partner assignment settings prior to the Customizing Download.

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You have defined:

Tax types [Page 59]



Tax groups [Page 60]

Tax classification assignment [Page 61] from R/3 to CRM

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Execute the report

CRM_TAX_CUST_VALIDATE_BP

�,QLWLDWLQJ�D�&XVWRPL]LQJ�'RZQORDG

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To export the tax-relevant Customizing tables for replicating the Business Partner and product tax-relevant master data.

Once an initial Customizing download has been initiated, any further changes to master data in R/3are automatically replicated in CRM by a delta download.

If you make any changes to your tax-relevant Customizing tables (see the overview table in thesection below, 5HVXOW), you have to initiate a new Customizing download.

3UHUHTXLVLWHV

%XVLQHVV�3DUWQHU�5HSOLFDWLRQ

1. Define Business Partner tax types

2. [Page 59]Define BP tax classification assignment settings [Page 61]

3. Validate Business Partner assignment settings [Page 62]

3URGXFW�5HSOLFDWLRQ

1. Define product tax groups [Page 64]

2. Define product tax assignment settings

3. [Page 65]Validate product tax assignment settings [Page 66]

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In the CRM menu:

�� Choose 0LGGOHZDUH��→��'DWD�([FKDQJH��→�,QLWLDO�/RDG��→�6WDUW�

2. Enter the load object '1/B&867B7$;.

3. Enter 6RXUFH�6LWH.

In this case, the source site will be an R/3 system

4. Enter 'HVWLQDWLRQ�6LWH�

In this case, the destination site will be a CRM system.

5. Choose ([HFXWH.



5HVXOW

From a technical perspective, the following tables have been transported:

([SRUWHG�WR

5��7DEOH

TSTL(Valid Tax Categories for each country)Maintained in the IMG activity:Define Tax Determination Rules)

&50�7DEOH

TB070 (Define Tax Types)Contained in the IMG activity:Define Tax Type/Group for BP/Product

TB071_CM (CRM Tax Groups)

TBO70_CM (CRM Tax TypesMaintained via the transaction PITC

TB071 (Define BP Tax Groups)Contained in the IMG activity:Define Tax Type/Group for BP/Product

TB072_CM(Tax Classification R/3 <-> CRM)Maintained via the transaction PITM

CRMC_TAX_MAP_BP (BP Tax Classificationfor Conditions: Mapping R/3 <-> CRM)Contained in the IMG activity:Assignment of Business Partner Data forConditions from R/3 to CRM

�3URGXFW�5HSOLFDWLRQ��2YHUYLHZ

To replicate tax-relevant product master data, you

1. Initiate a Customizing download

2. [Page 63]Define product tax groups [Page 64]

3. Define product tax assignment settings

4. [Page 65]Validate product tax assignment settings [Page 66]

�'HILQLQJ�3URGXFW�7D[�*URXSV

8VH

To assign the CRM product tax group to the CRM tax type so that product tax assignment settings canbe made to replicate master data.

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Product tax types have been defined [Page 59] and downloaded [Page 63].



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In CRM Customizing:

1. Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��→�%DVLF�)XQFWLRQV��→�7D[HV��→�'HILQH�7D[�7\SH�*URXS�IRU�3URGXFW�

2. Select 7D[�7\SH�from the subdialog 'HILQH�7D[�7\SH�

Product tax types are defined in R/3. Only product tax types that have been definedand downloaded will be available.

�� Select $VVLJQ�3URGXFW�7D[�*URXS�

4. Enter the &RXQWU\�

�� Enter the 7D[�7\SH�

�� Enter the 7D[�*URXS�

In CRM you can define a product tax group with up to 20 alpha-numerical characters.

However, maintain CRM product tax groups so that they correspond to the R/3 taxclassification.


5HVXOW

You are now ready to define the product tax data assignment settings [Page 65] from R/3 to CRM.

([DPSOH

To assign CRM products with R/3 materials, maintain the values as follows:

&RXQWU\ 5HJLRQ 7D[�7\SH 7D[�*URXS

US Leave blank UTXJ FULL

US Leave blank UTXJ NONE

�'HILQLQJ�3URGXFW�7D[�$VVLJQPHQW�6HWWLQJV

8VH

To replicate R/3 tax categories and tax classifications for the product to the CRM system.

3UHUHTXLVLWHV

You have defined

Product tax types [Page 59]

Product tax groups [Page 64]



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In the CRM Customizing:

Choose Customer Relationship Management → %DVLF�)XQFWLRQV��→�7D[HV��→�'DWD�7UDQVIHU��→'HILQH�$VVLJQPHQW�RI�3URGXFW�7D[�'DWD�IURP�5��WR�&50

Enter the &RXQWU\.

Enter the 5HJLRQ.

Enter the 7D[�7\SH.

Enter the 7D[�*URXS.

Enter the 7D[�6HTXHQFH.

Enter the 7D[�&ODVVLILFDWLRQ.

Save your entries.

5HVXOW

You are now ready to validate your data transfer settings before proceeding to the CustomizingDownload.

�9DOLGDWLQJ�3URGXFW�7D[�$VVLJQPHQW�6HWWLQJV

8VH

To validate product tax assignment settings prior to the Customizing download.

3UHUHTXLVLWHV

You have defined:

Tax types [Page 59] for the product

Tax groups [Page 64] for the product.

Tax classification assignment [Page 65] from R/3 to CRM for the product.

3URFHGXUH

In CRM Customizing:

Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW → �%DVLF�)XQFWLRQV��→�7D[HV��→�'DWD�7UDQVIHU��→&KHFN�&XVWRPL]LQJ�RI�'DWD�7UDQVIHU�

5HVXOW

When your assignment settings have been validated, you can proceed with the Customizingdownload.



�&RXQWU\�6SHFLILF�,QIRUPDWLRQ

For country-specific information for tax calculation via the TTE, see:

USA [Page 67]

�86$��&RXQWU\�6SHFLILF�6HWWLQJV

US taxes are calculated in CRM with the support of an external system. During the processing of CRMtransactions, such as address maintenance, the external tax system is called to:

'HWHUPLQH�MXULVGLFWLRQ�FRGH

Every master record in which address data is maintained must have a jurisdiction codethat is defined and determined in the external tax system. The CRM system passes therelevant address data to the external tax system and the external tax system returns thepossible jurisdiction codes that match the address criteria.

For information on setting up the system for jurisdiction code determination, seeJurisdiction Code Determination Communication.

&DOFXODWH�WD[�UDWHV�DQG�DPRXQWV

During sales transaction processing or whenever pricing is carried out, the external taxsystem is called for tax calculation. In contrast with the jurisdiction code determination, taxcalculation with an external system using a JAVA-based CRM component, the InternetPricing and Configurator (IPC). This external software must be installed on the sameserver as the IPC.

For information on setting up the IPC for the external system, see TTE Settings for theIPC Administrator. [Page 56]

�-XULVGLFWLRQ�&RGH�'HWHUPLQDWLRQ�&RPPXQLFDWLRQ

To establish the jurisdiction code communication between the CRM and the external tax system via aRFC (Remote Function Call), you need to carry out the following activities:

1. Define Physical Destination [Page 68]

2. Define External Tax Calculation [Page 70]

3. Determine Function Call [Page 69]

4. Assign Country for External System [Page 70]



'HILQLQJ�3K\VLFDO�'HVWLQDWLRQ

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To create an RFC destination between CRM and the external tax system for jurisdiction codedetermination.

3URFHGXUH


�� Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��→�%DVLF�)XQFWLRQV��→�7D[HV��→�([WHUQDO�7D[

&DOFXODWLRQ��→�'HILQH�3K\VLFDO�'HVWLQDWLRQ�

2. Choose ([HFXWH.

You branch to 5)&�'HVWLQDWLRQ�6FUHHQ.

3. Choose &UHDWH.

4. Enter a logical name for the RFC destination, such as 9(57(; or 7$;:$5(.

5. Enter 7 in Connection Type.

"T" stands for TCP/IP communication protocol.

6. Enter a short description text.


On saving your entries, the 7HFKQLFDO�6HWWLQJV subdialog appears.

8. Define 7HFKQLFDO�6HWWLQJV.

You must define the directory path in which the tax system executable or shellscriptprogram is installed. SAP recommends the following methods for defining the directorypath:

If CRM and the external system are on the same server

Select the radio button $FWLYDWLRQ�7\SH�- 6WDUW�RQ�$SSOLFDWLRQ�6HUYHU�

In the field 3URJUDP, specify the external tax system executable or shellscript programin addition to the directory path on which it was installed.

If CRM and the external system are on different servers:

Select the radio button $FWLYDWLRQ�7\SH�- 6WDUW�RQ�([SOLFLW�+RVW�

In the field 3URJUDP, specify the external tax system executable or shellscript programin addition to the directory path on which it was installed.

In the field 7DUJHW�+RVW, enter the host name of the server in which the external taxsystem resides.

9. Choose 6DYH.



5HVXOW

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��&KRRVH�7HVW�&RQQHFWLRQ�WR�FKHFN�\RXU�FRQQHFWLRQ�

If any errors occur, check, in addition to verifying that your original entries were correct, that thefollowing is correct:

• Gateway host and service name.

• Installation of correct external tax system and correct version.

• Installation of external tax system API and correct version for the CRM interface.

• Version of RFC libraries.

• Permissions set on user account.

��&KHFN�WKH�DYDLODELOLW\�RI�5)&�IRU�GHWHUPLQLQJ�MXULVGLFWLRQ�

From the 5)&�'HVWLQDWLRQ�6FUHHQ, choose

6\VWHP�,QIRUPDWLRQ� → )XQFWLRQ�/LVW�IRU�5)&B'(7(50,1(B-85,6',&7,21�

If this is missing, contact your system administrator.

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To determine the function call that is used to call the external system for jurisdiction codedetermination.

3URFHGXUH


�� Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��→�%DVLF�)XQFWLRQV�→��7D[HV�→��([WHUQDO�7D[

&DOFXODWLRQ�→��'HWHUPLQDWLRQ�RI�)XQFWLRQ�&DOO�

2. Enter the data as follows:

Field Enter

Partner 7 for Taxware or 9 for Vertex.

Event Select 'HWHUPLQDWLRQ�RI�7D[�-XULVGLFWLRQ�&RGHfrom the pulldown menu.

Destination Enter the physical destination [Page 68] youcreated.

3. Choose 6DYH�



�'HILQLQJ�([WHUQDO�7D[�&DOFXODWLRQ

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To define how CRM accesses the external tax system, you have to define the external partner, theRFC destination, and the jurisdiction code structure.

3URFHGXUH


1. Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��→�%DVLF�)XQFWLRQV��→�7D[HV��→�([WHUQDO�7D[

&DOFXODWLRQ��→�'HILQH�([WHUQDO�7D[�&DOFXODWLRQ.


3. Enter the data as follows:

Partner - Enter 7 for TAXWARE or V for VERTEX.

Destination - Enter the destination that you created in Defining Physical Destination. [Page 68]

Jurisdiction Code Structure - Enter 2-5-2 for Taxware and 2-3-4-1 for Vertex


�$VVLJQLQJ�([WHUQDO�6\VWHPV�WR�&RXQWULHV

8VH

To assign a partner (external software system) to a country for jurisdiction code determination.

3URFHGXUH

�� Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��→�%DVLF�)XQFWLRQV�→��7D[HV�→��([WHUQDO�7D[

&DOFXODWLRQ�→��&RXQWU\�$VVLJQPHQW�IRU�([WHUQDO�6\VWHPV��'HWHUPLQDWLRQ�RI�7D[�-XULVGLFWLRQ�&RGH�

2. Choose 1HZ�(QWULHV�

3. Enter data as required, for example the country 86 and for the partner 7 for Taxware.

4. Choose 6DYH�



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3XUSRVH

Your customer base is an essential part of your customer relationship management system.Therefore, mySAP CRM offers you a simple way to load your customer base and dependent datasuch as contact persons and customer hierarchies to the CRM system. Furthermore, in order to runyour business as usual with your CRM system you can easily load other essential master data such asmaterials, conditions, and prices, as well as taxes.

The master data transfer between an R/3 backend system and a CRM system encompasses both theinitial load of data and the perpetual load (delta load) between both systems.

3UHUHTXLVLWHV

Before you can start the initial load of master data, you have to make sure

• all necessary customizing objects required for certain master data are successfully loaded to theCRM system.

• the organizational model is successfully set up in the CRM system

• the mapping between necessary sales organizations in CRM and R/3 is maintained.For more information about how to set up the organizational model, see 'LVSOD\LQJ�(GLWLQJ2EMHFWV.

• the dummy division is definedFor more information about how to define the dummy division, see in the CRM ImplementationGuide (IMG) under 0DVWHU 'DWD� → 2UJDQL]DWLRQDO�0DQDJHPHQ� → 'LYLVLRQ�6HWWLQJ� → 'HILQH8VH�RI�'LYLVLRQ�DQG�'XPP\�'LYLVLRQ.

3URFHVV�)ORZ

The initial loads of master data follow a sequence which is given by the dependencies betweendifferent master data:

• Business Partner

• Contact Person

• Customer Hierarchy (optional)

• Materials

• Conditions and Pricing Procedures

�5HSOLFDWLRQ�RI�%XVLQHVV�3DUWQHUV

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Customer master data is the essential base of any customer relationship management system and itsapplications. You need to replicate customer master data in order to make your current customer baseavailable to your CRM applications. The replication process is divided into two steps

� Replication of master data from an R/3 backend system to the CRM Server (using the R/3

adapter in the CRM Middleware).

To load the contact persons to the CRM system there are two types of contact person dataaccording to the R/3 backend system. The first type is ’business partner relations’ master datafor Industry Solution R/3 backend systems such as IS Utilities, IS Banking or IS Media. Thesecond type is ’contact persons’ master data for standard R/3 backend systems. Thedownload object for the first type is BUPA_MAIN and the download object for the second typeis CUSTOMER_MAIN.



� Replication of master data from CRM Server to CRM Mobile (using Business Document

(Bdoc) BUPA_MAIN).

Please do not mix up the Bdoc BUPA_MAIN with the download object BUPA_MAIN.

The replication process is divided into three different phases�

Initial data load of customizing and configuration data�

Initial data load of application data�

Delta load of application data

The following chapter covers the replication of customer or business partner master data from an R/3backend system to your CRM Server.

3UHUHTXLVLWHV

Before you start the replication process for business partners, you have to make sure that thereplication of the necessary customizing objects has been finished successfully.

For more information, see 5HSOLFDWLRQ�RI�&XVWRPL]LQJ�2EMHFWV.

3URFHVV�)ORZ

You start the initial replication process for at least one application object using transaction 5�$6�onthe CRM Server. Within the transaction 5�$6 you can choose PXOWLSOH�VHOHFWLRQ where you canspecify how many and what objects you want to load. After the load process you should monitor theobject load using transaction 5�$0�.

�'HILQLQJ�6RXUFHV�IRU�%XVLQHVV�3DUWQHU�&UHDWLRQA business partner can be created and maintained in different classifications and in different systemsdepending on the business scenario. The following table describes the business partner usage indifferent CRM applications. An entry in the column CRM or R/3 indicates that this business partnerclassification is mandatory in this system for the specified key capability.

.H\�&DSDELOLW\ 6DOHV ,QWHUQHW6DOHV

)LHOG�6DOHV ,QWHUDFWLRQ&HQWHU

0DUNHWLQJ0DQDJH�

PHQW

,QWHJUDWHG6DOHV

3ODQQLQJ

6HUYLFH3URYLGHUV

&ODVVLILFDWLRQ5HTXLUHG�IRU

&50 5�� &50 5�� &50 5�� &50 5�� &50 5�� &50 5�� &50 5��

&XVWRPHU X X X X X X X X X

&RQVXPHU X X X X X X X

3URVSHFWLYHFXVWRPHU

X

&RPSHWLWRU

�%XVLQHVV�3DUWQHU�&RQFHSWV�LQ�5��DQG�&50The business partner concepts of the R/3 system and the CRM system are different. Therefore, youhave to define a mapping when exchanging business partners from R/3 to CRM and vice versa.

D��5��6\VWHP

• Every business partner has to be assigned to an account group that determines the propertiesof business partners, especially:

• Master data fields

• Number range



• Specific functionality for sales and distribution

• There are more than 20 different account groups available in the standard delivery.

E��&50�6\VWHP

• Business partners in the CRM system are grouped by using classifications which determine:

• Master data fields

• Specific functionality

• The number ranges are not directly assigned to the classification. The number range isdetermined by the so-called grouping. When creating a business partner you can assign agrouping to the business partner. If you do not assign a grouping, the system uses thespecified standard grouping for internal or external number assignment.

• There are only 5 different classifications

• Consumer: Organization

• Consumer: Person

• Customer

• Prospective customer

• Competitor

You can assign more than one classification when creating a business partner. Theclassifications obey the following hierarchy.

Consumer > Customer > Prospective Customer > Competitor

For example, if you assign the classifications Consumer and Customer to a businesspartner the leading classification in the mapping process to account groups in R/3 is theclassification Consumer.

You have to define the mapping of business partner for both directions: from the R/3 system to theCRM system and vice versa. Thereby you have to:

• Map account groups to classifications and make sure that the required fields in both systemsare identical

• Map the number ranges

�'HILQLQJ�1XPEHU�$VVLJQPHQW�6WUDWHJ\�IRU�%XVLQHVV3DUWQHUVThere are two alternatives for mapping the business partner numbers from the R/3 Backend system tothe CRM Server and vice versa.

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The business partner IDs of R/3 and CRM business partners are not identical.

There is always an internal assignment table that maps the R/3 business partner ID to thecorresponding CRM business partner to ensure a consistent data exchange.

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• The mapping procedure is easy

• No problems with duplicate business partner IDs



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• Identification of the same business partner in the R/3 Backend system and the CRM Serverapplication is difficult.The R/3 ID is only available for searching and is not displayed in the master data record.

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When mapping R/3 account groups to CRM business partner groupings and vice versa you choosealways internal number assignment in the receiving system, i.e. a business partner that is created inR/3 Backend system gets automatically a new ID during the replication to the CRM Server and viceversa. You can choose the same or different number ranges for the mapping of account group toclassification. To avoid misunderstandings, i.e. customers with the same ID are not identical, it isrecommended to use different number ranges.

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CRM Server R/3 Backend System

Classification From number to number Replicationdirection

Accountgroup

From number to number

Customer 1000-1999 Internalnumber range

R/3 Backendto CRMServer

0001 1-999 Internalnumber range

Customer 1000-1999 Internalnumber range

CRM Serverto R/3Backend

0001 1-999 Internalnumber range

The first customer created in the R/3 Backend system gets ID 1 in the R/3 Backend system and ID1000 in the CRM System.If the next customer is created in the CRM system he will get the ID 1001 in the CRM system and ID 2in the R/3 Backend system.

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The business partner IDs of R/3 and CRM business partners are identical.

There is always an internal assignment table that maps the R/3 business partner ID to thecorresponding CRM business partner to ensure a consistent data exchange.

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• Identification of the same business partner in OLTP R/3 and CRM system is easy possiblebecause of using the same ID.

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• The mapping procedure is complicated.

• Duplicate business partner IDs may occur if the mapping is not defined correctly.

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There are two ways to guarantee identical number ranges.

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Define a leading system for business partner maintenance, i.e. business partners belonging to thesame account group or classification are only maintained in the OLTP R/3 or in the CRM systemexclusively.

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Customers (account group 0001) are only maintained in the OLTP R/3, consumers (account group0170) are only maintained in the CRM system. The account group and the mapped classification



must have the same number range. For the receiving system external number assignment isrequired. You have to make sure that business partner creation in the receiving system isprohibited.

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CRM System OLTP R/3


Accountgroup


Customer 1-999 Externalnumber range


0001 1 -999 Internalnumber range(leading)

Consumer 1000-ZZZ Internalnumber range(leading)


0170 1000-ZZZ Externalnumber range

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If the leading system approach is not feasible you can ensure identical number ranges by usingdifferent account groups.

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Customers have to be maintained in the R/3 Backend system and in the CRM system in parallel.Define one account group (e.g. 0001) for customers that are created in the R/3 Backend systemand have to be replicated in the CRM system. Define an additional account group (e.g. Z001) forcustomers that are created in the CRM system and have to be replicated to the R/3 Backendsystem. Use different number ranges for these account groups and define external numberassignment in the receiving system.

This approach is not applicable for consumers because there can only be one uniqueaccount group for consumers in the R/3 Backend system. Therefore you have to chosethe leading system approach to ensure identical numbers for consumers in both systems.

CRM System OLTP R/3


Accountgroup


Customer 1-999 Externalnumber range


0001 1 -999 Internalnumber range(leading)

Customer 1000-1999 Internalnumber range(leading)


Z001 1000-1999 Externalnumber range

In the following only the required activities for implementing the separate account groupapproach for customers and the leading system approach for consumers are described,i.e. the CRM system is the leading system for the creation of consumers after the initialreplication from the R/3 Backend system.



�0DSSLQJ�%XVLQHVV�3DUWQHU�0DVWHU�'DWD�IURP�5��WR&50In order to map the business partner master data from R/3 Backend system to CRM Server you haveto run the following activities:

1. Identifying relevant R/3 account groups.

2. Defining number ranges for CRM business partners.

3. Defining CRM business partner groupings.

4. Mapping R/3 account group to CRM classification

The following table describes all relevant elements that have to be maintained for the mapping of R/3account groups to CRM classifications. It is also mentioned at which activity the element is maintained.It is recommend to maintain this table to keep the overview when running the following activities.

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0001 01 0000100000-0000999999

InternalorExternal

Customer R001 R1 0000100000-0000999999

External

For the above example, the mapping runs as follows:

1. A business partner for account group ��VROG�WR�SDUW\� is created in the R/3 system.

2. The account group has the number range assignment �� and internal number assignment, i.e.a number is automatically created from the interval ��for this businesspartner, e.g. ��.

3. The business partner is replicated to the CRM system.

4. The account group is assigned to the classification &XVWRPHU with grouping 5��. Grouping5�� is assigned to number range 5� that is identical to the R/3 number range ��. The R/3customer that is replicated to the CRM system automatically is created with classification&XVWRPHU and gets the same number because external number assignment is chosen for theCRM number range.

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In the OLTP R/3 analyze the relevant account groups and their assigned number ranges. Identify theaccount groups that you are using when creating business partners in the OLTP R/3. For theseaccount groups a mapping have to be defined in the following activities.

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R/3 Identifying Relevant R/3 Account Groups

Transaction code OVT0

IMG Path Logistics General → Business partners → Customers → Control →Define account groups and field selection for customer



1. Select your relevant customer groups.

2. Choose Details (F2).

3. An overview table of the number ranges appears.Select the field Number range and choose F4 to get the interval for this number range.In this table, the External field indicates whether the number range is internal or external.

4. Note down the account group information in the table described in the activity Mapping BusinessMaster Data from R/3 to CRM. It will be used in the following activities.

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For each number ranges of the selected account groups of the OLTP R/3 you have to create a numberrange in the CRM system.

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,0*�3DWK &URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�%XVLQHVV�3DUWQHU → %XVLQHVV

3DUWQHU → %DVLF�6HWWLQJV → 1XPEHU�5DQJHV�DQG�*URXSLQJV�→'HILQH�1XPEHU�5DQJHV

1. Choose &KDQJH�,QWHUYDOV.For each different number range identified in the activity ,GHQWLI\LQJ�5HOHYDQW�5��$FFRXQW�*URXSVcreate a new number range.

2. Choose ,QVHUW�,QWHUYDO�and enter the number range according to the R/3 number range.

3. Choose the ([W. flag for the number range.


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For each number range created in the activity 'HILQLQJ�1XPEHU�5DQJHV�IRU�&50�%XVLQHVV�3DUWQHUV��,�you have to create a grouping. The business partner gets a number from the number range that isassigned to the grouping. This grouping is only used for defining number ranges for business partnersthat are replicated from R/3 to CRM.

These groupings should not be used for creating business partners in the CRM system,because business partners belonging to these groupings are not replicated to the OLTPR/3.



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,0*�3DWK &URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�%XVLQHVV�3DUWQHU�→�%XVLQHVV

3DUWQHU�→�%DVLF�6HWWLQJV�→�1XPEHU�5DQJHV�DQG�*URXSLQJV → 'HILQH*URXSLQJ�DQG�$VVLJQ�1XPEHU�5DQJHV

1. Choose 1HZ�(QWULHV.Create a grouping for each number range interval created in the activity 'HILQLQJ�1XPEHU�5DQJHVIRU�&50�%XVLQHVV�3DUWQHUV�

2. Enter the following values:

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Grouping <ID> Choose a grouping with a leading characterthat indicates that this grouping should not beused when creating business partners in theCRM system, e.g. ‘R’

Short name <Short name>, e.g. R/3Customer

Choose a name indicating that this grouping isused for the corresponding R/3 account group

Description <Description>, e.g. R/3Customer

Number range <Number range> Choose one of the number ranges you havecreated before.

External Selected External number assignment is required.

�� Choose (QWHU�

Int.Std.Grping Deselected This field has to be set only for the groupingthat is used for the classification &RQVXPHU�3HUVRQ

Ext.Std.Grping Deselected


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This activity is not valid

• for R/3 releases less than 4.6

• if a reference customer for consumer is already created

Business partners with the classification Consumer: Persons are distributed as business partnermaster data for consumers to the R/3 system (as of release 4.6). The sales area data copied from thereference business partner to the business partner master records for consumers in the CRM is notdistributed to the customer master records in the R/3 system. The sales area data for consumers inthe R/3 system is determined from the R/3 reference customer. For these data use an existing accountgroup you created as customer master records for consumers in the R/3 system, e.g. account group0170.



You have to create a customer master record that can be used as reference customer. This customermust have consistent sales area data for all sales areas that can be assigned to a consumer which iscreated in the CRM system.

Do not choose an existing customer as reference business partner.

The reference customer does not have to be a consumer himself. Create the referencecustomer as Sold-To-Party.

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R/3 Creating R/3 Reference Customer

Transaction code XD01

SAP Menu Logistics → Logistics Execution → Master Data → Partner → Customer→ Create → Total

1. Create a new customer master record and maintain all relevant data. You can also copy thisbusiness partner from an existing business partner where typical sales area data is maintainedalready.

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This activity is not valid

• for R/3 releases less than 4.6

• if a reference customer for consumer is already created

There is only one reference customer in an R/3 client. This reference customer is implicitly assigned tothe account group for consumers.

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7UDQVDFWLRQ�FRGH VD07

6$3�0HQX /RJLVWLFV�→�6DOHV�DQG�'LVWULEXWLRQ�→�0DVWHU�'DWD�→�%XVLQHVV�3DUWQHUV

→�&XVWRPHU�→�$VVLJQ�&RQVXPHU�±�UHI��&XVWRPHU

1. In the field 5HI��FXVWRPHU enter the business partner you have created in the activity &UHDWLQJ%XVLQHVV�3DUWQHU�IRU�5HIHUHQFH�&XVWRPHU�

2. Choose (QWHU�




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This activity is only valid for R/3 system releases less than 4.6

You have to create a new account group for the mapping of business partner classificationsConsumer: Organizations and Consumer: Persons. The mapping is described in the following activity.

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R/3 Creating Account Group for Consumers


IMG Path Logistics General → Logistics Basic Data: Business partners →Customers → Control → Define account groups and field selection forcustomer

1. Create a new account groups by copying account group 0001.

2. Select account group 0001 and choose Copy as.


Field Value Remarks

Account Group (ID) <ID> Choose an ID beginning with ‘Z’ , e.g. Z0170.

Account Group (Name) <Short name> Choose a name indicating that this accountgroup is used for the mapping of CRMconsumers, e.g. CRM Consumers.

Number range <Number range ID> Choose a number range corresponding to thenumber range for the classification Consumerin the CRM system.


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For each of the OLTP R/3 account groups you have to define a mapping to a CRM business partnerclassification and grouping. In the CRM system, the following business partner classifications exist:

• Customer

• Consumer: Organization

• Consumer: Person

• Sales Prospect

• Competitor

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For each account group you have to specify the classification (for example &RQVXPHU) and thegrouping (that is, number ranges).

1. In the dialog structure choose 5��Å�&50��$VVLJQ�$FFRXQW�*US�WR�%3�&ODVVLILFDWLRQ.

2. Choose 1HZ�HQWULHV.


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Account Group <Account Group ID> Create an entry for every R/3 account groupeven if no mapping should be defined for thisaccount group

Name <Short name of accountgroup>

Determined automatically

Classification <ID of the CRM businesspartner classification>

Choose the relevant classification to which theaccount group should be assigned. Leave thisfield empty if no assignment is necessary, i.e.business partners of this account group don’thave to be replicated to the CRM system.

The account group for consumers (e.g. 0170)have to be assigned to the classification&RQVXPHU��3HUVRQ.

Grouping <Grouping of the CRMsystem>

Choose the grouping that was created for thisclassification.

External Selected External number assignment is required tomake sure that the business partner numbersare identical in R/3 and CRM.

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0001 Sold-to party Customer R001 Selected

0002 Goods recipient Customer R001 Selected

0005 Prospective customer Sales Prospect R001 Selected

0006 Competitor Competitors R001 Selected

0170 Consumer Consumer: Person R002 Selected

... ... ...

�0DSSLQJ�%XVLQHVV�3DUWQHU�0DVWHU�'DWD�IURP�&50�WR5��In order to map the business partner master data from CRM to R/3 you have to run the followingactivities:

1. Defining number ranges for CRM business partners.

2. Defining CRM business partner groupings.



3. Creating R/3 business partner number ranges.

4. Creating R/3 account groups.

5. Mapping CRM classifications to R/3 account groups.

The following table describes all relevant elements that have to be maintained for the mapping of CRMclassifications to R/3 account groups. It is also mentioned at which activity the element is maintained.It is recommend to maintain this table to keep the overview when running the following activities.

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Customer C001 C1 0000100000-0000999999

InternalorExternal

Z001 C1 0000100000-0000999999

External

��

For the example above the mapping runs as follows:

1. A business partner with classification &XVWRPHU and grouping C001 is created in the CRM system.

2. The grouping C001 has the number range assignment &� and internal number assignment, i.e. anumber is automatically created from the interval ��for this businesspartner, e.g. ��.

3. The business partner is replicated to the R/3 system.

4. The classification is assigned to the account group =��VROG�WR�SDUW\�� The number range &�with the same interval as R/3 number range &� is assigned to account group =�� The CRMbusiness partner that is replicated from the CRM system to the R/3 system gets the CRM numberbecause external number assignment is chosen for the R/3 number range.

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For the business partners created in the CRM system you have to define number ranges. You candefine one number range for all classifications or define for example a separate number range foreach classification.

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&50 'HILQLQJ�1XPEHU�5DQJHV�IRU�&50�%XVLQHVV�3DUWQHUV��,,�

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,0*�3DWK &URVV�$SSOLFDWLRQ�&RPSRQHQWV → 6$3�%XVLQHVV�3DUWQHU�→�%XVLQHVV

3DUWQHU�→�%DVLF�6HWWLQJV → 1XPEHU�5DQJHV�DQG�*URXSLQJV Å 'HILQH1XPEHU�5DQJHV

1. Choose &KDQJH�,QWHUYDOV.

2. Choose ,QVHUW�,QWHUYDO and enter the new number range. Make sure that this interval is not used inthe R/3 system for business partners.



3. It is recommended to use internal number assignment. Therefore the ([W. flag should not beselected.


�'HILQLQJ�&50�%XVLQHVV�3DUWQHUV�*URXSLQJV��3DUW��

8VHFor each number range created in the activity 'HILQLQJ�1XPEHU�5DQJHV�IRU�&50�%XVLQHVV�3DUWQHUV�,,� you have to create a grouping. This grouping has to be assigned manually or automatically whencreating a business partner. The business partner gets a number from the number range that isassigned to the grouping.

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&50 'HILQLQJ�&50�%XVLQHVV�3DUWQHUV�*URXSLQJV��,,�


,0*�3DWK &URVV�$SSOLFDWLRQ�&RPSRQHQWV Å 6$3�%XVLQHVV�3DUWQHU Å %XVLQHVV

3DUWQHU�→�%DVLF�6HWWLQJV Å 1XPEHU�5DQJHV DQG�*URXSLQJV Å 'HILQH*URXSLQJ�DQG�$VVLJQ�1XPEHU�5DQJHV

1. Choose 1HZ�(QWULHV.Create a grouping for each number range interval created in the activity 'HILQLQJ�1XPEHU�5DQJHVIRU�&50�%XVLQHVV�3DUWQHUV�


)LHOG 9DOXH 5HPDUNV

Grouping <ID> Choose a grouping with a leading characterthat indicates that this grouping should be usedwhen creating business partners in the CRMsystem, e.g. ‘C’

Short name <Short name>, e.g. CRMCustomer

Choose a name indicating that this grouping isused for the corresponding R/3 account group

Description <Description>, e.g. CRNCustomer

Number range <Number range> Choose one of the number ranges you havecreated before.

External <Flag for external numberassignment>

Set automatically according to the selectednumber range

�� Choose (QWHU�

Int.Std.Grping Deselected

Ext.Std.Grping Deselected

4. Save your entries



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For all number ranges created in the CRM system as described in 'HILQLQJ�&50�%XVLQHVV�3DUWQHU1XPEHU�5DQJHV��3DUW�� you have to define a corresponding number range in the R/3 Backendsystem. This is necessary to ensure that a business partners created in the CRM system get the sameID when they are replicated to the R/3 Backend system.

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5�� 'HILQLQJ�5��%XVLQHVV�3DUWQHU�1XPEHU�5DQJHV

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,0*�3DWK /RJLVWLFV��*HQHUDO → %XVLQHVV�3DUWQHU�→�&XVWRPHUV�→�&RQWURO →'HILQH�DQG�DVVLJQ�FXVWRPHU�QXPEHU�UDQJHV

1. Choose Define Number Ranges for Customer Master.

2. Choose Change Intervals.

3. Choose Insert Interval and enter the number range according to the CRM number range createdin the activity Defining CRM Business Partner Number Ranges II.

4. The Ext. flag has to be selected.


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In order to map the CRM business partner classifications to R/3 account groups for the replication ofbusiness partners from the CRM system to the OLTP R/3 you have to define a separate accountgroup for each classification (exception: &RQVXPHU��3HUVRQ)

You can’t use the same account groups that you have chosen for the replication from the OLTP R/3into the CRM system, because this would cause inconsistencies. For example: Account group ��ismapped to classification &XVWRPHU for both replication directions R/3 Å CRM and CRM Å R/3. Whentwo different customers are created at the same time in R/3 and CRM it is possible that they get thesame number. In this case the replication would not work because the customer number that have tobe created in the receiving system is already blocked.

These account groups should not be used for creating business partners in the R/3system, because business partners belonging to these account groups are not replicatedto the CRM system.

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,0*�3DWK /RJLVWLFV�*HQHUDO�→�%XVLQHVV�3DUWQHU�→�&XVWRPHUV�→�&RQWURO�→�'HILQH$FFRXQW�*URXSV�DQG�)LHOG�6HOHFWLRQ�IRU�&XVWRPHU

1. Create account groups for each CRM classification according to the following recommendation:



&50�&ODVVLILFDWLRQ 5��$FFRXQW�*URXS

Customer Copy of 0001

Consumer: Organization Copy of 0001

Consumer: Person No copy !

Competitor Copy of 0006

Prospective Customer Copy of 0005

2. Create the new account groups by copying from the original account group. Select the accountgroup and choose &RS\�DV�


)LHOG 9DOXH 5HPDUNV

Account Group (ID) <ID> Choose an ID beginning with ‘Z’ , e.g. Z001 forthe copy of account group 0001.

Account Group (Name) <Short name> Choose a name indicating that this accountgroup is used for the mapping of CRMclassifications, e.g. &50�&XVWRPHU for thecopy of account group 0001.

Number range <Number range ID> Choose the number range you have created inthe activity &UHDWLQJ�5��EXVLQHVV�SDUWQHUQXPEHU�UDQJHV for the classification theaccount group is defined for.


After creating the new account groups you have to define the allowed partner functions for thisaccount group.

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1. Select partner object &XVWRPHU�0DVWHU.

2. Choose 3DUWQHU�)XQFWLRQV

3. Choose (QYLURQPHQW�Å�$FFW�JUS�DVVLJQPHQW.

4. Overwrite an existing line with the following data.The overwritten data will not be deleted.

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Funct SP

Acct group <Account Group>

5. Repeat this step with the values (SH, <Account Group>), (BP, <Account Group>) and (PY,<Account Group>)




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For each of the CRM business partner classifications you have to define a mapping to a R/3 accountgroup. Use the R/3 account groups you have created in &UHDWLQJ�5��$FFRXQW�*URXSV.

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For each account group you have to specify the classification (for example &RQVXPHU) and thegrouping (that is, number ranges).

1. In the dialog structure choose CRM Å R/3: Assign BP Classification to Account Grp.

2. Choose New entries.

3. Enter the mapping according to the following recommendation:

5HFRPPHQGDWLRQ�IRU�&RQVXPHU�

The business partner data that you create in CRM as consumers, it is important to know whether thebusiness partners are organizations or persons.

• Organizations are distributed to the R/3 system as business partner master data forcustomers, and not for consumers. Thus, the sales area data that was copied from thereference business partner to business partner master records for consumers in CRMis distributed to customer master records in the R/3 system. Create an account groupin the R/3 system specifically for business partner master records with theclassification &RQVXPHU��2UJDQL]DWLRQ of the CRM system. Do not use an existingaccount group that you created in the R/3 system for customer master records forconsumers.

• Persons are distributed as business partner master data for consumers to the R/3system (as of release 4.6). The sales area data copied from the reference businesspartner to the business partner master records for consumers in the CRM is notdistributed to the customer master records in the R/3 system. The sales area data forconsumers in the R/3 system is determined from the reference customer. For thesedata use an existing account group you created as customer master records forconsumers in the R/3 system.

5HFRPPHQGDWLRQ�IRU�&XVWRPHU

Assign the account group that is relevant in the R/3 system for customers. This is also assigned whenthe business partner is additionally classified as a SURVSHFWLYH�FXVWRPHU and a FRPSHWLWRU in the CRMsystem.

5HFRPPHQGDWLRQ�IRU�3URVSHFWLYH�&XVWRPHU

Assign the account group that is relevant in the R/3 system for prospective customers. This is alsoassigned when the business partner is additionally classified as a FRPSHWLWRU in CRM.

5HFRPPHQGDWLRQ�IRU�&RPSHWLWRU

Assign the account group that is relevant as competitors in the R/3 system.

If you have maintained neither an account group for consumers, nor a reference customerin the R/3 system or in case that the release of your R/3 system is earlier than 4.6, do notassign an account group for these data but use the new account group for both situations:organizations or persons.



([DPSOH

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Customer Copy of 0001 (sold-to party)

Consumer: Organization Copy of 0001 (sold-to party) orZ170 for R/3 < 4.6

Consumer: Person 0170 orZ170 for R/3 < 4.6

Competitor Copy of 0006 (competitor)

Prospective Customer Copy of 0005 (prospective customer

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In order to replicate business partners from the OLTP R/3 to the CRM system and vice versa you haveto synchronize the field settings for business partner, i.e. if a master data record field in the receivingsystem has the setting Required Entry an upload is only successful if this field maintained in themaster data record of the sending system.

To avoid replicating problems the required entries of the master data records have to be identical.Please check these entries especially in the following cases:

• You have changed optional entries to required entries in the R/3 system or the CRM system.

• You have to replicate consumers with account group 0170.

3URFHGXUH

R/3 Synchronizing Field Settings for Business Partners


IMG Path Logistics General → Logistics Basic Data: Businesspartners → Customers → Control → Define account groupsand field selection for customer

1. Choose an account group that is relevant for the mapping.

2. Choose GHWDLOV.

3. Double-click the text *HQHUDO�'DWD�in screen area )LHOG�VWDWXV.

4. Double-click on each of the different entries in the 6HOHFW�*URXS area, e. g. Address.The corresponding field list is displayed.

5. Repeat these steps for all field status areas (Company code data, Sales data).

6. In the CRM system choose the IMG activity:Cross-Application &RPSRQHQWV → SAP Business 3DUWQHU → Business 3DUWQHU → Basic 6HWWLQJV →Field *URXSLQJV → Configure Field Attributes per BP Role

7. Choose the business partner roles that correspond to the account group and check if the requiredentries are identical.



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In order to make sure that the sales area data of a CRM consumer is identical in the CRM system anthe R/3 system you can download the R/3 reference customer to the CRM system and use him asCRM reference business partner.

The replication of the reference customer is only relevant to the R/3 system release 4.5 orhigher.

As of SAP CRM 3.0 the download object '1/B5()&86720(5 does not support the initialdownload of the R/3 reference customer any more and must not be used. Check SAP note�� before starting the replication of the reference customer. If the note is still valid foryour CRM support package you have to replicate the reference customer according to theprocedure described in this note. In this case, you have to skip the following procedure.

As of SAP CRM 3.1 use the following procedure to download the R/3 reference customer tothe CRM system.

'RZQORDG�5HIHUHQFH�&XVWRPHU

&50 0DLQWDLQ��5HIHUHQFH�%3�IRU�&RQVXPHUV

7UDQVDFWLRQ�FRGH CRMC_BUPA_CONSUM

6$3�0HQX 0DVWHU�'DWD Å %XVLQHVV�3DUWQHU Å 0DLQWDLQ��5HIHUHQFH�%3�IRU&RQVXPHUV

1. Check whether there is a reference business partner number in the 5HIHUHQFH�%XV��3DUWQHU fieldor not.

If there is already a number displayed in the field, the R/3 reference customer has beenalready downloaded. The number represents the assigned business partner, which has beencreated from the R/3 reference customer.

If there is no number displayed in the field, continue the procedure.

2. Choose (QYLURQPHQW → ,QLWLDO�'RZQORDG�5HIHUHQFH�&XVWRPHU.

3. Confirm the message displayed by the CRM Middleware.

The system starts the download of the SAP R/3 reference customer

&KHFN�'RZQORDG�RI�WKH�5HIHUHQFH�&XVWRPHU

&50 'LVSOD\�%'RF�0HVVDJHV

7UDQVDFWLRQ�FRGH SMW01

6$3�0HQX

1. Enter bupa_main in the %GRF�7\SH��*HQHUDWLRQ�1DPH� field.

2. Choose ([HFXWH��)��

3. Check whether the Bdoc state indicates any errors or not.

If the Bdoc state indicates errors, choose (UURUV and analyze the reasons.

If the Bdoc indicates no errors, return to 0DLQWDLQ��5HIHUHQFH�%3�IRU�&RQVXPHUV�



5HVXOW

If the initial download of the reference customer is successful, a reference business partner will becreated in the CRM system. The system displays the number of the reference business partner in the5HIHUHQFH�%XV��3DUWQHU field. The sales area data of the R/3 reference customer are now displayed inthe 0DLQWDLQHG�6DOHV�$UHDV section.

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In this activity you define the replicated R/3 reference customer as reference business partner forconsumers in the CRM system.

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&50 0DLQWDLQLQJ�5HIHUHQFH�%XVLQHVV�3DUWQHU�IRU�&RQVXPHUV

7UDQVDFWLRQ�FRGH CRMC_BUPA_CONSUM

6$3�0HQX 0DVWHU�'DWD�→�%XVLQHVV�3DUWQHU�→�0DLQWDLQ�5HIHUHQFH�%3�IRU&RQVXPHUV

1. Check if the Field "Reference Bus. Partner" is filled.

2. Note the number of the Reference Business Partner, choose the transaction &500B%83$B0$3,put the number of reference business partner into the field "Business Partner", and execute it.

3. See whether the field, "Customer", contains the number of the Reference Customer in R/3.

4. Copy the GUID of the Reference Business Partner which is displayed in the field "Businesspartner GUID".

5. Go to your related R/3 System, choose transaction 6(��, choose the table &50.8115 and pressF7, put the copied GUID of the CRM reference business partner into the field "PARTN_GUID" inthe selection screen and execute it.

6. Check if you can find an identical entry for this selection and see if the field "CUSTOME_NO"contains the number of the Reference Customer in R/3. If all this checks are done, you can startthe load of the customers.

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CRM Selecting Customers for Replication

Transaction code R3AC1

SAP Menu Middleware → Data Exchange → Object Management → BusinessObjects

1. Ensure that you are in change mode. Choose Display <-> Change (Ctrl+F1).

2. To set the filter for the business object CUSTOMER_MAIN, click on the filter symbol.

3. Choose the relevant data for your filter settings, for example you can specify the customer numbersfor replication.

4. Save your settings.



If you specify filter criteria and enter values into numeric fields to narrow the range ofobjects to be downloaded, make sure you add leading zeros to the value until the fulllength of the R/3 database table field is reached.

For example:

Customer number KNA1.KUNNR requires 10 digits (0000065543)

Material number MARA.MATNR requires 18 digits (000000000010000040).

This is due to differences in field lengths between the CRM system and the R/3 Back-endSystem. Do not take into account the field length of the CRM system.

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There are certain prerequisite configuration objects, before you load business partners. Make sure thenecessary configuration objects are loaded successfully. The essential 12 configuration objects arethe following:DNL_CUST_BNKA, DNL_CUST_ADDR, DNL_CUST_TVPV, DNL_CUST_TVLS, DNL_CUST_TVIP,DNL_CUST_TVGF, DNL_CUST_TVFS, DNL_CUST_TVAST, DNL_CUST_TSAB, DNL_CUST_TPFK,DNL_CUST_T502T, and DNL_CUST_TBRC.

If you are working with consumers you have to replicate the reference customer before.

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If you create customer data as business partner master data in your R/3 backend system, you need touse the download object %83$B0$,1 in order to load your customer master data from R/3 to CRMServer.

If you create customer data as customer master data in your R/3 backend system you need to use thedownload object &86720(5B0$,1 in order to load your customer master data from R73 to CRMServer.

&50 5HSOLFDWLQJ�&XVWRPHUV


6$3�0HQX 0LGGOHZDUH�→�'DWD�([FKDQJH�→�,QLWLDO�/RDG → 6WDUW

1. In the /RDG�2EMHFW field, enter &86720(5B0$,1 or %83$B0$,1 respectively�

2. In the 6RXUFH�6LWH field enter the Site ID of the sending system and in the 'HVWLQDWLRQ�6LWH field enterthe Site ID of the receiving system.


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SAP Menu Middleware → Data Exchange → Initial Load → MonitorObjects

1. In the Object Name field, enter the downloaded object to get the download status of this object.You can also make no entry to get the status of all downloaded objects.



2. The replication is complete if all objects have the status Done.

In case of problems during replication, call the transaction 60:3�(Middleware Portal) andsearch for error states in the area 5XQWLPH�,QIRUPDWLRQ.

�&KHFNLQJ�%XVLQHVV�3DUWQHUVIn the Business Partner Maintenance of the CRM system, ensure that for each business partner thesales data must be maintained for each CRM-relevant sales area (6DOHV��6KLSSLQJ��%LOOLQJ�'RFXPHQWtab pages).

Please make sure that for a given business partner and a chosen sales area two entries aremaintained, one with a division, and one without.

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CRM Checking Business Partners

Transaction code BP

SAP Menu Master Data → Business Partner → Maintain BusinessPartner

1. Enter the number/name of your business partner.

2. In the Role field, choose Sold-to-Party.

3. Click &KRRVH�6DOHV�$UHD and select relevant sales areas.

4. Choose the 6DOHV, 6KLSSLQJ and %LOOLQJ tab and check whether the required data is available.

If no fields are displayed on the 6DOHV��6KLSSLQJ and %LOOLQJ tab run the followingprocedure.

1. Call transaction %863�(Generate Subscreen Containers for Screens).

2. Enter a client and as application object %83$.

3. Select ’All screens’


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If you maintain contact persons for customer in the R/3 Backend system, you need to replicate thesecontact persons to the CRM Server in order to have the same information available for a businesspartner as in the R/3 Backend system.

To load the contact persons to the CRM system there are two types of contact person data accordingto the R/3 backend system. The first type is ’business partner relations’ master data for IndustrySolution R/3 backend systems such as IS Utilities, IS Banking or IS Media. The second type is ’contactpersons’ master data for standard R/3 backend systems. The download object for the first type isBUPA_REL and the download object for the second type is CUSTOMER_REL.

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The replication of the customer master data has successfully been finished.



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Replicating contact person consists of the replication of the contact persons, the monitoring of thereplication and the final check of completeness.

�,QLWLDO�/RDG�RI�&RQWDFW�3HUVRQV

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The initial load of customer master data has successfully been finished.

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If you use the download object BUPA_MAIN for the initial load of customer master data, you need touse the download object %83$B5(/ in order to load your contact master data from R/3 to CRMServer.

If you use the download object CUSTOMER_MAIN for the initial load of customer master data, youneed to use the download object &86720(5B5(/ in order to load your contact master data from R/3to CRM Server.

&50 ,QLWLDO�/RDG�RI��&RQWDFW�3HUVRQV


6$3�0HQX 0LGGOHZDUH�→�'DWD�([FKDQJH�→�,QLWLDO�/RDG�→�6WDUW

1. In the /RDG�2EMHFW field, enter &86720(5B5(/ or %83$B5(/ respectively.

2. In the 6RXUFH�6LWH field enter Site ID of the sending system and in the 'HVWLQDWLRQ�6LWH field enterthe Site ID from the receiving system.


All contact persons for whom the corresponding business partners are not available inCRM are automatically omitted.

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In order to check the completeness of the replication you can monitor the replication status of thedownloaded objects. When all objects have the status Done, the replication of the contact persons hasbeen successfully carried out.

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SAP Menu Middleware → Data Exchange → Initial Load → Monitor Objects


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The replication is complete if all objects have the status Done.



In case of problems during replication, call the transaction 60:3 (Middleware Portal) andsearch for error states in the area 5XQWLPH�,QIRUPDWLRQ.

�&KHFNLQJ�&RPSOHWHQHVV�RI�5HSOLFDWLRQ

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&50 Checking Completeness of Replication

7UDQVDFWLRQ�FRGH SE16

6$3�0HQX %DVLV�7RROV�→�$%$3�:RUNEHQFK�→�2YHUYLHZ�→�'DWD�%URZVHU

1. Enter %87�� in the field 7DEOH�QDPH.

2. Choose ([HFXWH (F8).

3. Compare the number of entries with the number of entries in the R/3 table KNVK.The number of entries should be identical. Please note that all contact persons for which thecorresponding business partner is not available in the CRM system are not replicated.

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You can match the customer hierarchy in the R/3 Backend system to the business partner group in theCRM system.

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The process is divided in four activities:

• Initial load of the table KNVH (customer hierarchy) from the R/3 backend system to the CRMsystem.In order to load the Table you have to start the initial load via the CRM Middleware.

• Checking the replication status of the initial load.

• Analyzing the table KNVH and creating business partner groups in the CRM system.In order to run the analysis and the creation of the business partner groups you have to start thetransaction BPH_DNL in the CRM system.

• Activating the dalta load for the customer hierarchy.

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The initial load of customer master data has successfully been finished.

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&50 Initial Load of Customer Hierarchy



1. In the /RDG�2EMHFW field, enter DNL_BUPA_KNVH.



2. In the 6RXUFH�6LWH field enter Site ID of the sending system and in the 'HVWLQDWLRQ�6LWH field enterthe Site ID from the receiving system.


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In order to check the completeness of the replication you can monitor the replication status of thedownloaded objects. When all objects have the status Done, the replication of the customer hierarchyhas been successfully carried out.

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SAP Menu Middleware → Data Exchange → Initial Load → Monitor Objects


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In case of problems during replication, call the transaction 60:3 (Middleware Portal) andsearch for error states in the area 5XQWLPH�,QIRUPDWLRQ.

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You use this activity in order to match the customer hierarchy downloaded as table KNVH from the R/3backend system to business partner groups in your CRM system.

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CRM Matching Customer Hierarchy to Business Partner Group

Transaction code BPH_DNL


2. Check the log file for errors.

3. Choose 6DYH�

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The delta download for the R/3 customer hierarchy is active.

All data changed in the R/3 System is delta downloaded to CRM. The customer hierarchy is built as ahierarchy tree of the category �� for pricing with the description 5��&50.



Consequences:

• You can display, but not maintain this tree in CRM.

• You can no longer create trees with the category ��.

This way it is ensured that pricing based on the customer hierarchy and the BP group hierarchy willhave the same result in both the R/3 System as well as in CRM.

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&50 Activating Delta Load


,0*�3DWK &50�→�0DVWHU�'DWD�→�%XVLQHVV�3DUWQHU�→�%XVLQHVV�3DUWQHU�*URXS

+LHUDUFK\�→�$FWLYDWH�'HOWD�/RDG

1. Set flag in field 'HOWD�GRZQORDG�DFWLYH.


�5HSOLFDWLRQ�RI�0DWHULDOVThe following activities are needed to replicate the product settings to the CRM system:

• Checking Materials

• Defining Number Ranges for Materials

• Checking Item Category Groups

• Copying Item Category Groups

• Selecting Materials for Initial Load

• Initial Loaf of Materials

• Monitoring Replication Status of Materials

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You use this activity in order to check whether the material master that you want to sell in your CRMSystem is in the corresponding sales area in the R/3 Backend system

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6$3�0HQX /RJLVWLFV�Å�0DWHULDOV�0DQDJHPHQW�Å�0DWHULDO�0DVWHU�Å�0DWHULDO�Å'LVSOD\�Å�'LVSOD\�&XUUHQW



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In opposite to the replication of customers there is no number range definition required for thereplication of materials from the R/3 backend system to the CRM system. Materials are automaticallycreated with the same number in the CRM system.

If you do not create materials in the CRM system no further activities are required.

If you create materials in the R/3 backend system and the CRM system in parallel duplicate numbersfor different materials may occur if the number ranges in the R/3 backend system and the CRMsystem are overlapping. Duplicate numbers do not cause errors because each material gets inaddition an internal unique identifier. To avoid duplicate numbers you have to make sure that thenumber ranges for materials in the CRM system and the R/3 backend system do not overlap.

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CRM Defining Number Ranges for Materials

Transaction code SPRO

IMG Path &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→3URGXFW�→�6HWWLQJV�IRU�3URGXFW�Type�→�1XPEHU

$VVLJQPHQW�→�'HILQH�1XPEHU�5DQJHV�IRU�0DWHULDOV

�&KHFNLQJ�,WHP�&DWHJRU\�*URXSV

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The item categories of the R/3 Backend system have to be created in the same way in the CRMsystem. You use this activity in order to identify the relevant item category groups in the R/3 Backendsystem.

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5�� &KHFNLQJ�,WHP�&DWHJRU\�*URXSV


,0*�3DWK 6DOHV�DQG�'LVWULEXWLRQ�→�6DOHV�→�6DOHV�'RFXPHQWV�→�6DOHV�'RFXPHQW

,WHP�→�'HILQH�,WHP�&DWHJRU\�*URXSV

1. Copy the relevant item categories that you want to use in the CRM system.

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You use this activity in order to create the item category groups in the CRM system that you copiedfrom the R/3 backend system.

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&50 &RS\LQJ�,WHP�&DWHJRU\�*URXSV




,0*�3DWK &50�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�,WHP�&DWHJRU\�*URXS

1. On the ,WHP�&DWHJRU\�*URXS screen choose 1HZ�HQWULHV.

2. Paste the relevant item category groups that you have copied from the R/3 Backend system.


There are item category groups in the CRM system initially. When copying alreadyexisting item category groups from the R/3 system you get an error message duringsaving in the CRM system. In this case you have to choose 6NLS.

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You use this activity in order to specify the materials for the initial load into the CRM system.

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CRM Selecting Materials for Initial Load

Transaction code R3AC1

SAP Menu 0LGGOHZDUH → 'DWD ([FKDQJH → 2EMHFW 0DQDJHPHQW →%XVLQHVV 2EMHFWV

1. Make sure you are in change mode.

2. Set the filter for the business object MATERIAL.

3. In the field Source Site Name enter the Site ID of the R/3 backend system, where you want to loadthe material master from.

4. Specify the material numbers for replication, e.g. by selecting table 0$5$ and field 0$715.

5. Save your settings.

If you specify filter criteria and enter values into numeric fields to narrow the range ofobjects to be downloaded, make sure you add leading zeros to the value until the fulllength of the R/3 database table field is reached.

Material number 0$5$�0$715 requires 18 digits (000000000010000040).

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You use this activity in order to replicate the materials you specified in the filter settings into the CRMsystem.

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&50 ,QLWLDO�/RDG�RI�0DWHULDOV





1. In the /RDG 2EMHFW�field, enter 0$7(5,$/.

2. In the 6RXUFH�6LWH field enter the Site ID of the sending system and in the 'HVWLQDWLRQ�6LWH fieldenter the Site ID of the receiving system.

3. To run the replication, choose ([HFXWH (F8).

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You use this activity in order to check the completeness of the replication of material masters.

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CRM Monitoring Replication Status of Materials


SAP Menu 0LGGOHZDUH → 'DWD ([FKDQJH → ,QLWLDO /RDG → 0RQLWRU 2EMHFWV


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In case of problems during replication call the transaction 60:3 (Middleware Portal) andsearch for error states in the area 5XQWLPH�,QIRUPDWLRQ.

�5HSOLFDWLRQ�RI�&RQGLWLRQV

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There is an initial data exchange and a delta data exchange available for conditions.

The delta data exchange from the R/3 System into the CRM System is currently onlysupported for the condition master data and not for Customizing settings.

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• The initiative comes from the CRM system

• Selection of an object for which data should be exchanged (Example: All conditions for onecustomer)

• Transfer of complete condition data for the selected object

• The initial exchange can be used both for Customizing data and for condition data

'HOWD�'DWD�([FKDQJH

• The initiative comes from the R/3 System

• When creating or changing condition data, the changes are automatically transferred into the CRMSystem

• Only data records that have been changed are forwarded, not the complete data from the wholeobject



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Carry out the activities described below in the given sequence.

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You must first transfer the Customizing data for the condition technique and pricing from the R/3System into the CRM System.

Changes to structures and tables using another condition model in the CRM System are automaticallytaken into account in the data exchange.

Start the program 602)B'2:1/2$'�in the &50�6\VWHP using transaction R3AS.

The standard system has the following objects for transferring:

• DNL_CUST_CNDALL (all data for the condition technique and pricing)

• DNL_CUST_CND (condition technique data without the cross-client data)

• DNL_CUST_PRC (Pricing data)

You can create user-defined objects via 0LGGOHZDUH�→�'DWD�([FKDQJH�→�2EMHFW�0DQDJHPHQW�→&RQGLWLRQ�2EMHFWV (transaction R3AC5), to execute specific data exchange. These objects must beassigned in the same way to the standard objects of the object class CONDCUSTOMIZING.

This ensures that all condition structures for the condition technique are transferred from the R/3System into the CRM System. The condition technique involves the views and view cluster that can befound in Customizing for the CRM System under %DVLF�)XQFWLRQV��!�3ULFLQJ��!�&RQGLWLRQ�7HFKQLTXH.This applies to the following structures:

• Condition tables

• Access sequences

• Condition types

• Pricing procedures

• Condition exclusion

The structures transferred from the R/3 System can only be displayed in Customizing in the CRMSystem. Only Customzing data that was created in the CRM System, can be changed there. This canbe done using the 6RXUFH�V\VWHP indicator in the Customizing data.

You can see a technical view in the table CND_MAPC_CNV_TAB in the CRMSystem. This contains the relationship between the CRM and R/3 tables. The CRMCustomizing table is in the LOCAL_TABLE field, the R/3 table from which the CRM tableis completed is in the REMOTE_TABLE field (you can display the contents withtransaction SE16).

/RJ

You can see a log for the data transfer if you enter transaction CND_MAP_LOG_DISPLAY (Object:COND_EXCHANGE, subobject: CUSTOMIZING). If the size of the table allows it, each table isanalyzed in a block.



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Check the condition types that you want to use in the CRM System.

'HWDLOHG�&RPSDULVRQ�RI�WKH�&RQGLWLRQ�7\SHV�LQ�3ULFLQJ�3URFHGXUH�59$$��

&�7\SH 7LWOH�RI�FRQGLWLRQ�W\SH $YDLODEOH�LQ�&50 5HDVRQ

EK01 Actual costs no The function product costing is notsupported.

PR00 Price yes

PB00 Gross price yes

PR02 Interval price yes

VA00 Variant price yes

Gross

KUMU Cumulation condition yes

KA00 Action yes

K032 Price group/Material yes

K005 Customer/Material yes

K007 Customer discount yes

K004 Material yes

KO29 Materials pricing group yes

K030 Cust/MatGrp yes

K031 Pricing group/MatGrp yes

RA01 % discount from net yes

RA00 % discount from gross yes

RC00 Quantity discount yes

RB00 Absolute discount yes

RD00 Weight discount yes

VA01 Variant price yes

NETP Price yes

PN00 Price (net) yes

PMIN Minimum price yes

Net item

KP00 Pallet discount yes

KP01 Incompl. Pallet surch. yes

KP02 Mixed pallet disc. yes

KP03 Mixed pallet surch. yes

HA00 Percentage discount no

HB00 Absolute discount no



HD00 Freight no

KF00 Freight yes

AMIW Minimum sales order value yes

AMIZ Minimum value surcharge yes

R100 100% discount no Discount function not supported

HM00 Order value yes

BO01 Group rebate

PR02 Material rebate

BO03 Customer rebate

BO04 Hierarchy rebate

BO05 Hierarchy rebate/Mat.

Rebate conditions are not supported

PI01 Inter-company price no Function not supported

AZWR Down payment/Settlement no Function not supported

SKTV Cash discount yes

MWST Output tax yes - for output tax there is the conditiontype MWSC in the CRM System. Thisworks without the tax indicator.

- Condition type 0TTE when usingCRM Billing

DIFF Rounding off yes

SKTO Cash discount yes

RL00 Factoring discount no

MW15 Tax factoring discounting no

not supported (invoice lists)

VPRS Cost yes If CRM Billing is being used, the costprice is determined for the billingdocument (goods issue of the R/3OLTP System reads the costs andtransfers them to the billing due list inthe CRM System).

EK02 Calculated costs no Function not supported

Profit margin

EDI1 Cust. expected price no

EDI2 Cust. expected value no

not supported



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The Customizing download is not able to convert all data from R/3 format to CRM format. Report/SAPCND/RV12N001 carries out postprocessing, and completes the conversion from R/3 to CRMformat. It also generates all objects that are required for the condition technique. The convertedCustomizing is used as a basis.

You can see the most current version of the report description /SAPCND/RV12N001 in the OSS note398078.

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• Carrying out the Customizing download

• First step: Conversion of Customizing from R/3 into CRM format with the report/SAPCND/RV12N001. This program carries out the following steps:

Correction of Customizing.

Calls up the Business Add-In (BADI) /SAPCND/CORR_CUST. The BADI contains the methodAFTER_CORRECTION which you can use to make changes to Customizing that has beencorrected.

Generating objects of the condition technique (for example, condition tables for CRM Online andthe CDB).

Issues a log (the log is a function of the application log).

• Second step: Analysis of converted Customizing Which pricing procedures do I want CRM tosupport? Which condition types, access sequences and condition tables must be consistent inCRM?

• Third step: Find out if anything is inconsistent by comparing the IMG settings in the R/3 Systemwith the settings in the CRM System

• Fourth step: Field mapping of the download makes this possible. (Recording of user-defined fieldsis described in the IMG under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3ULFLQJ

→�'HILQH�6HWWLQJV�IRU�3ULFLQJ�→�8VHU�'HILQHG�)LHOGV).

• Fifth step: Repeat Customizing download and steps 1 to 4 until data is consistent

• Sixth step: Delete Customizing that is not required using report /SAPCND/RV12N001.

• Seventh step: Transport Customizing into the subsequent systems.

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You can find the most up-to-date help on analyzing errors during data transfer in the OSS Systemunder 6$3�&RPSRVLWH�1RWH��.

:KHQ�H[DFWO\�GR�\RX�H[HFXWH�UHSRUW��6$3&1'�59��1��"

After each Customizing download. Otherwise never. Not even after upgrade to a new release or afterimporting a service pack.

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Three phases:

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Enter CRM, BBP or TAX in the application field. Enter the value PR and FG under application. If thefields for application and use are to be left empty, values for the application and use are read out of



table CND_MAPC_CNV_UA. Leave the field for the condition table ID blank and switch off all optionsexcept for the Customizing conversion. Then execute the report. Another note: The error messagesthat now appear can be ignored for the moment. As described above, one of the next steps is to findout what is needed from the many records that were downloaded from the OLTP System into CRM.Only the required Customizing needs to be without errors. The remainder can be deleted at a laterstage.

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The fields for the application, usage and table number can be left empty. All generation options mustbe switched on as options (the uppermost of the three blocks) and all options in the middle and lowerblock must be switched off. Note: The indicator for Customizing conversion must QRW be switched on.This is not only because conversion has already taken place; As Customizing is still inconsistent, nogeneration takes place if this indicator is set!

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Once you have ensured that the Customizing in CRM is inconsistent, the indicator for deletingremaining inconsistent Customizing can be set. Do not enter anything in the fields for the application,usage or table number and make sure that all other options are switched off.

You have carried out a new Customizing download.�'R�\RX�QHHG�WR�H[HFXWH�UHSRUW�6$3&1'�59��1��DJDLQ"

Yes, at least stages (a) and (b).

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The Customizing download completely replaces the previously downloaded Customizing. Informationis lost that is only available in CRM and was determined during conversion or generation. The reportmust be executed in each case with stages (a) and (b).

3ULFLQJ�RU�FRQGLWLRQ�PDLQWHQDQFH�LV�QRW�ZRUNLQJ�SURSHUO\�LQ�\RXU�V\VWHP�

You have executed report /SAPCND/RV12N001. Afterwards it was working. The problem reoccurs butyou try to execute the report again and this does not solve the problem. What has gone wrong?

Condition tables may be inactive. This does not mean the generated database tables but thecondition table object itself. The first generation run probably activated the condition table. A conditiontable is active if Customizing is consistent and all generated objects are active. You can see if this isthe case using table /SAPCND/T681. If the field GESTA has a value of 5 for a condition table, thistable is active and is used for pricing and condition maintenance. If the value is not 5 (inactive), thecondition table is not available for applications. If the first report run activated the condition table,further generation runs do not bring any new results. The problem is being caused by something else.

+RZ�FDQ�,�ILQG�RXW�WKH�QDPH�RI�D�JHQHUDWHG�GDWDEDVH�WDEOH�LQ�ZKLFK�WKH�GDWD�IRU�D�FRQGLWLRQWDEOH�ZDV�VDYHG"

You can use function module /SAPCND/CN_TABLE_NAME_SET to determine the names of thegenerated objects. Not all objects are database tables.



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To provide mobile clients with data from CRM Online you can carry out an initial data transfer. Thefollowing tables from the CRM Online System must be duplicated on the Mobile Client.

&50�2QOLQH�7DEOH &'%�7DEOH 'RZQORDG�2EMHFW 5��7DEOH

/SAPCND/T681 CDBC_C_T681 CRM_CND_CNDTAB T681

/SAPCND/T68E CDBC_C_T681E CRM_CND_CNDTAB TMC1,TMC1K,TMC1D

/SAPCND/T681T CDBC_C_T681T CRM_CND_CNDTAB T681T

/SAPCND/T681A CDBC_C_T681A CRM_CND_APPLIC

/SAPCND/T681AT CDBC_C_T681AT CRM_CND_APPLIC

/SAPCND/T681V CDBC_C_T681V CND_CUST_USAGE

/SAPCND/T681Z CDBC_C_T681Z CND_CUST_USAGE

/SAPCND/T681M Not required MNTCNT

/SAPCND/T682 CDBC_C_T682 CRM_CND_ACCSEQ T682

/SAPCND/T682I CDBC_C_T682I CRM_CND_ACCSEQ T682I

/SAPCND/T682T CDBC_C_T682T CRM_CND_ACCSEQ T682T

/SAPCND/T682Z CDBC_C_T682Z CRM_CND_ACCSEQ T682Z

/SAPCND/T682V Not required T682V

/SAPCND/T686E Not required T686E

/SAPCND/T686F Not required T686F

/SAPCND/T685 CDBC_C_T685 CRM_CND_CNDTYP T685

/SAPCND/T685T CDBC_C_T685T CRM_CND_CNDTYP T685T

PRCC_COND_CT CDBC_P_CN_CT CRM_PRC_CNDTYP T685A

PRCC_COND_PPD CDBC_P_CN_PPD CRM_PRC_PROC T683

PRCC_COND_PPDT CDBC_P_CN_PPDT CRM_PRC_PROC T683U

PRCC_COND_PP CDBC_P_CN_PP CRM_PRC_PROC T683S

PRCC_COND_PPT CDBC_P_CN_PPT CRM_PRC_PROC T683T

FGDC_COND_PD CDBC_FG_CN_PD CRM_FGD_PROC T683

FGDC_COND_PDT CDBC_FG_CN_PDT CRM_FGD_PROC T683U

FGDC_COND_P CDBC_FG_CN_P CRM_FGD_PROC T683S

PRCC_EXCL_GROUPS CDBC_P_EX_GRP CRM_PRC_EXCGRP T684

PRCC_EXCL_COND CDBC_P_EX_COND CRM_PRC_EXCGRP T684G

PRCC_EXCL_PROC CDBC_P_EX_PROC CRM_PRC_EXCGRP T684S

PRCC_EXCL_GRP_T CDBC_P_EX_GRP_T CRM_PRC_EXCGRP T684T



PRCC_COND_LIMITS CDBC_P_CN_LIMITS CRM_PRC_CNDLMT T685Z

/SAPCND/T681F Not required

/SAPCND/T681FA Not required

/SAPCND/T681FD Not required

/SAPCND/T681FF Not required

/SAPCND/T681FR Not required

/SAPCND/T681FV Not required

/SAPCND/CONFIG CDBC_C_CONFIG CND_CUST_CONFIG

/SAPCND/CONFIGCC CDBC_C_CONFIGCC CND_CUST_CONFIGCC

/SAPCND/GROUP CDBC_C_GROUP CND_CUST_GROUP

/SAPCND/GROUP_I CDBC_GROUP_I CND_CUST_GROUP

/SAPCND/GROUPT CDBC_GROUPT CND_CUST_GROUP

PRCC_COND_DEST CDBC_P_CN_DEST CRM_PRC_DEST

PRCC_COPY_TYPE CDBC_COPY_TYPE PRC_CUST_CPYTYP

PRCC_COPY_TYPE_T CDBC_P_COPYTYPET PRC_CUST_CPYTYP

DD01L CDBC_C_DD01L CRM_CUST_CNDDIC

DD01T CDBC_C_DD01L CRM_CUST_CNDDIC






The Customizing tables in the CDB can be found in the development class CDB andCDB_CND_EXC_CUST.

For cross-client tables (for example, /SAPCND/T681), replication to the CDB must be triggered foreach active client as Customizing data that is stored on the CDB is always client-specific.

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Start the program SMOF_DOWNLOAD using transaction R3AS using the download objects above. Inthis way, Customizing data is extracted from tables of the CRM Online database, and transferred tothe consolidated database (CDB).



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Start transaction 5�$6 in the CRM System and make the following entries:

• Object class: Conditions

• Object name: There is an object name for condition tables, beginning with DNL_COND Startthe program individually for each of these objects!

Not all of the condition tables have download objects. You can create new objectswith the transaction R3AC5.

Choose “CONDITIONS” as the object class and the name of the new download object asthe object name.

Choose a relevant messaging BDOC as a linked BDOC (for example, CND_MAST_DEEP_SUP).

Choose something like 1000 or 10000 as a block size.

Tab pages:

- Under Contexts: Choose as source site type: R/3

- Under 7DEOHV, choose the table used (A table) and the tables that belong to it; KONP, KONH,KONW and TMC1K. If entries exist, include table TMC1D. For condition tables with a lot of entriesit is recommended that you only enter one condition table per download object.

- Download mapping modules: Enter as module name: CND_MAP_MAST_EXCHANGE_MAIN_MBD.Enter X under InQueue and ‘S’ under Call Modus. As Call Order choose 1.2 (for more information onthese values, see the Middleware documentation)

The program carries out the following steps:

1. The program first deletes the old content of the condition tables in the CRM system.

2. The contents of the condition tables (A tables) are transferred from the R/3 system into thecondition tables (price tables) in the CRM system.

3. The condition records are saved.

4. By making the setting accordingly, the condition records are replicated from the CDB(Consolidated Database).

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You receive a log of the data transfer with transaction SLG1 (Object: COND_EXCHANGE, sub-object:CONDITIONS).

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When changing or creating a condition record in the R/3 system, the information is automaticallytransferred into the CRM system and, if necessary, is exported to the CDB.

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You cannot transfer master data from an R/3 system into the CRM system for user-defined conditiontables. You need to make sure that the displaying of field names and contents for all fields in thevariable key (VAKEY) and the variable data part (VADAT) has been defined. Particularly for conditiontables, that contain fields defined by the user, it is important to make sure that the way in which thesefields are treated is defined in the CRM system.



The following steps are required here:

• The name of the R/3 field to be converted must be defined in structureCND_MAPT_ACS_REM_CUST. A data element must be entered which corresponds to the formatof a data element of a field in the R/3 system.

• The target field in the CRM System must be entered in one of the following structures with thecorrect data element (this occurs automatically when creating new fields in the field catalog. Thedata element must first be created with transaction SE11):

CRMT_ACS_H_HEADER_ONLY (header fields)

CRMT_ACS_I_PRE (Item fields, that are normally the same for all items)

CRMT_ACS_I_SEL (Item fields, that are normally different for all items)

• If the field should be saved in the transaction, it must be entered (with the same name as in theprevious step) in one of the following database tables:

CRMT_CUSTOMER_I_INT (Item data purely for internal processing)

CRMT_CUSTOMER_I_EXT (Item data can be displayed externally)

CRMT_CUSTOMER_H_INT (Header data purely for internal processing)

CRMT_CUSTOMER_H_EXT (Header data can be displayed externally)

• If you want to process a field dynamically, the BADI CRM_COND_COM_BADI is available.

• The relationship between R/3 field names and CRM field names must be defined in eitherCND_MAPC_CNV_FLM or CND_MAPM_CNV_FLM CND_MAPC_CNV_FLM contains the fielddescriptions from SAP, whereas CND_MAPM_CNV_FLM contains those from the user (If an entryexist in both tables, the entry from CND_MAPM_CNV_FLM is used) If there is no entry, the entrymust be included in the table CND_MAPM_CNV_FLM. Use the view V_CND_MAP_CNVFLD(transaction SM30). The display type must also be entered in the specified table for the fieldcontents ‘A’ means that the contents are copied. This requires that the formats of the target andsource field allow this. In the case of ‘B’, conversion is defined by the user using the Business AddIn CND_MAP_CNV_FIELD. Implementation of the add in is dependent on the filter The filter valuecorresponds to the name of the field name to be converted.

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Not all condition tables are transferred in data exchange. It depends on the key fields for the conditiontables.

The key fields that are taken into account in data transfer can be found in the tableCND_MAPC_CNV_FLM (and can be displayed with transaction SE16).

You must include your own key fields in table CND_MAPM_CNV_FLM (can be maintained withtransaction SE16).

You must include some key fields in the table CND_MAPM_CNV_FLM.

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If errors occurred when copying data from the R/3 System to the CRM System, you have thepossibility to correct specific records.

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Using a request (transaction R3AR2 and R3AR4), you can request records for KNUMH (R/3 key) fromthe R/3 System. As a result, all records for the corresponding variable key are extracted in the R/3



System and copied to the CRM System. In the CRM System, the corresponding records are replacedwith the new records.

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Alternatively, you can also start correction from the R/3 System using a report. The report CRSCNA01is an example report that extracts data changed in a particular time frame. You can copy this reportand use your own selection criteria.

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First, you must create an infrastructure in order to then copy the master data.

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After generating the online DB tables, you can create the CDB tables and the synchronization BDOCsif these are required on the mobile client. (CDB tables begin with CMB*, synchronization BDOCs withCNB*).

The program CND_MAST_GEN_TRANSFER_OBJECTS is available for this.

The following processes in Middleware:

- Creating a replication object and publication (refers to ADMIN CONSOLE)

- Transferring table structures to the mobile client (refers to CLIENT CONSOLE)

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The CDB tables can be filled for the first time from CRM online tables.

Start transaction 5�$6 in the CRM System and make the following entries:

• Object class: Conditions

• Object name: There is an object name for condition tables, beginning with CRM_. Start theprogram individually for each of these objects!

Not all of the condition tables have download objects. You can create new objectswith

transaction R3AC5.

Choose “CONDITIONS” as the object class and the name of the new download object asthe object name.

Choose a relevant messaging BDOC as a linked BDOC (CND_MAST_DEEP_SUP).

Choose something like 1000 or 10000 as a block size.

Tab pages:

- Under contexts: Choose CRM as a source site type and CDB as the target type.

- Include the dominant condition table in the online DB (CNC* or /1CN/*) in tables/structures.For condition tables with a lot of entries it is recommended that you only enter one conditiontable per download object.

- Download mapping modules: Enter as module name: CND_MAP_MAST_EXCHANGE_MAIN_MBD.

There is also automatic delta transfer for CDB from the online DB.



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You can maintain your own routines for pricing in the R/3 System (transaction VOFM). For thefollowing areas:

• Condition basis (for the pricing procedure)

• Condition value (for the pricing procedure)

• Requirement (for the pricing procedure)

• Scale base value (for the condition type)

• Group key (for the condition type)

The routines can then be entered accordingly in the pricing procedure or in the condition type. Thisinfluences pricing and must be displayed in the CRM System accordingly. This occurs because thecorresponding user exits are used in the IPC.

Make note of the following:

• You must implement all formulas used in the R/3 System accordingly into IPC as user exits (seesection Procedure for Pricing with the IPC).

• Not all of the standard routines from the R/3 System can be displayed in the IPC System. This isdue to technical problems. You can use the following routines with IPC pricing in the CRMSystem.

$UHD 5RXWLQH 'HVFULSWLRQ

Condition basis 001 Volume

002 Net value

004 Net value plus tax

005 KZWI1

006 KZWI2

007 KZWI3

012 Gross weight

013 Net weight

014 Set exclusion indicator

015 Check exclusion indicator

018 No qty conversion

019 KZWI4

020 KZWI5

021 KZWI6

026 Bollo in Fattura

Condition value 002 Net value

004 Net value plus tax

006 Initial price



012 XWORD - XWORKE

013 Minimum value surcharge

014 Best price

015 Minimum price

025 KZWI1 minus tax

036 Cumulation condition

041 Net 1 Berliner V.

042 Net 2 Berliner V.

300 Taxes from ExternSys

301 Taxes: Value 1

302 Taxes: Value 2

303 Taxes: Value 3

304 Taxes: Value 4

305 Taxes: Value 5

306 Taxes: Value 6

Scale base 001 Free

Group key 001 Total document

002 Across All Cond Typs

Requirements Pricing 001 Different payer

003 Foreign currency document

052 Export II

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Numbers 1 - 599: SAP namespace

600 -999 Customer namespace

1000 - 9999 Namespace for IBUs

10000 - ... SAP namespace

The following example explains the procedure for creating customer-specific routines:

2EMHFWLYH� You want to use condition formula 600 (namespace for customers: 600 to 999) in the R/3System and in the CRM System.

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• First create routine 600 in the R/3 System using transaction VOFM and enter the requiredcondition type.

• In the CRM System you enter the number of the required condition type.

• You find the program PRICINGSTANDARDEXITS.JAVA in the subdirectory LIB\USEREXITS forthe IPC installation. There you can display how the R/3 routines are shown in the IPC in thestandard system.



• There is documentation in the IPC installation. In the document User Exits for IPC you can see adescription of how to display R/3 routines in the IPC.

�5HSOLFDWLRQ�RI�0DVWHU�DQG�7UDQVDFWLRQ�'DWD�IURP�&50WR�%:This section describes the settings that you make for extracting new and updated master andtransaction data from SAP CRM into SAP BW as part of the Business Content delivered by SAP.

�6HWWLQJV�LQ�6$3�&50This section describes the settings that you need to make in SAP CRM to extract data into SAP BW.

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You replicate the application component hierarchy from the source system to structure theDataSources in SAP BW.

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1. In the source system, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this,choose 6RXUFH�6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU:RUNEHQFK��0RGHOLQJ screen. Perform a right-mouse click to call up the context menu,then choose &XVWRPL]LQJ�IRU�([WUDFWLRQ�

2. Choose %XVLQHVV�&RQWHQW�'DWD6RXUFHV → 7UDQVIHU�$SSOLFDWLRQ�&RPSRQHQW�+LHUDUFK\.

�7UDQVIHUULQJ�'DWD6RXUFHV�WR�WKH�$FWLYH�9HUVLRQ

See %XVLQHVV�,QIRUPDWLRQ�:DUHKRXVH�→�$GPLQLVWUDWRU�:RUNEHQFK → 0RGHOLQJ → 6RXUFH�6\VWHP →

'DWD�([WUDFWLRQ�IURP�6$3�6RXUFH�6\VWHPV → 'DWD6RXUFH�→ �Transferring Business ContentDataSources into Active Version�in the SAP Library for SAP BW.

�$FWLYDWLQJ�%:�$GDSWHU�0HWDGDWDFor most DataSources using the delta process, you additionally need to activate BW Adaptermetadata. You execute this activation in Customizing for SAP CRM by choosing 6HWWLQJV�IRU�6$3

%XVLQHVV�,QIRUPDWLRQ�:DUHKRXVH�→ $FWLYDWH�%:�$GDSWHU�0HWDGDWD.



�6HWWLQJV�LQ�6$3�%:This section describes the settings that you need to make in SAP BW to extract data into SAP BW.

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To check and - where necessary - change the default settings delivered by SAP, choose %XVLQHVV

,QIRUPDWLRQ�:DUHKRXVH → *HQHUDO�%:�6HWWLQJV�in Customizing for SAP BW.

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When you extract data from different systems into an InfoCube, you can subsequently use the sourcesystem ID to identify the origin of the data.

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2. Call up the Administrator Workbench in the SAP menu by choosing %:�$GPLQLVWUDWLRQ →$GPLQLVWUDWRU�:RUNEHQFK�

3. Choose 7RROV → $VVLJQPHQW�RI�6RXUFH�6\VWHP�WR�6RXUFH�6\VWHP�,'�

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See $GPLQLVWUDWRU�:RUNEHQFK�→�0RGHOLQJ → 6RXUFH�6\VWHP�→ Metadata Upload for SAPSystems in the SAP Library for SAP BW

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See %XVLQHVV�&RQWHQW��9HUVLRQV��→ Installing Business Content�in the SAP Library for SAP BW.

Copy the Business Content objects in the following order:

a. InfoObject catalog

b. ODS objects

c. InfoCubes



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See $GPLQLVWUDWRU�:RUNEHQFK�→�0RGHOLQJ → 6RXUFH�6\VWHP�→�'DWD�([WUDFWLRQ�IURP�6$3�6RXUFH

6\VWHPV�→�'DWD6RXUFH�→� �Assigning DataSources to InfoSources and Fields to InfoObjects inthe SAP Library for SAP BW.

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You use an InfoPackage [SAP Library] to request data from a DataSource in the source system. Thedata is transferred at the point in time for which you schedule the InfoPackage. When scheduling theInfoPackage, ensure that the corresponding master and transaction data exist in the source system.

First request the master data (attributes, texts, hierarchies), and then the transaction data.

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1. Create an InfoPackage (see $GPLQLVWUDWRU�:RUNEHQFK�→�$GPLQLVWUDWLRQ�→ 6FKHGXOHU�→�Maintaining InfoPackages in the SAP Library for SAP BW).

2. Schedule an InfoPackage (see $GPLQLVWUDWRU�:RUNEHQFK�→�$GPLQLVWUDWLRQ�→ 6FKHGXOHU�→�Scheduling InfoPackages in the SAP Library for SAP BW).

If you transfer the data from a DataSource with an active delta process (generally whentransferring transaction data), you need to create two InfoPackages:

• One for the initialization of the delta process that you schedule to occur once

• One for the delta upload that you schedule to occur on a regular basis

�5HSOLFDWLRQ�RI�0DVWHU�DQG�7UDQVDFWLRQ�'DWD�IURP�5��WR%:This section describes the settings that you make for extracting new and updated master andtransaction data from SAP R/3 into SAP BW as part of the Business Content delivered by SAP.



�6HWWLQJV�LQ�6$3�5��This section describes the settings that you need to make in SAP R/3 to extract data into SAP BW.

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You replicate the application component hierarchy from the source system to structure theDataSources in SAP BW.

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2. In the source system, use transaction SBIW to call up Customizing for the extractors.


3. Choose %XVLQHVV�&RQWHQW�'DWD6RXUFHV → 7UDQVIHU�$SSOLFDWLRQ�&RPSRQHQW�+LHUDUFK\.

�7UDQVIHUULQJ�'DWD6RXUFHV�WR�WKH�$FWLYH�9HUVLRQ

See %XVLQHVV�,QIRUPDWLRQ�:DUHKRXVH�→�$GPLQLVWUDWRU�:RUNEHQFK → 0RGHOLQJ → 6RXUFH�6\VWHP →

'DWD�([WUDFWLRQ�IURP�6$3�6RXUFH�6\VWHPV → 'DWD6RXUFH�→ �Transferring Business ContentDataSources into Active Version�in the SAP Library for SAP BW.

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Due to technical reasons, no Business Content DataSources can be delivered for an operatingconcern in 3URILWDELOLW\�$QDO\VLV��&2�3$�. You therefore need to create your own DataSources.

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1. In 6$3�5��, use transaction SBIW to call up Customizing for the extractors.


2. Choose 6HWWLQJV�IRU�$SSOLFDWLRQ�6SHFLILF�'DWD6RXUFHV → 3URILWDELOLW\�$QDO\VLV → &UHDWH'DWD6RXUFH.



3. Note the other steps described under 6HWWLQJV�IRU�$SSOLFDWLRQ�6SHFLILF�'DWD6RXUFHV → 3URILWDELOLW\

$QDO\VLV → 3URFHGXUH�IRU�6HWWLQJ�8S�5HSOLFDWLRQ�0RGHO.

�0DNLQJ�6HWWLQJV�IRU�WKH�7UDQVIHU�RI�/RJLVWLFV�'DWD1. In the source system, use transaction SBIW to call up Customizing for the extractors.


2. Make the settings for the data transfer under 6HWWLQJV�IRU�$SSOLFDWLRQ�6SHFLILF�'DWD6RXUFHV →/RJLVWLFV.

�6HWWLQJV�LQ�6$3�%:This section describes the settings that you need to make in SAP BW to extract data into SAP BW.

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To check and - where necessary - change the default settings delivered by SAP, choose %XVLQHVV

,QIRUPDWLRQ�:DUHKRXVH → *HQHUDO�%:�6HWWLQJV�in Customizing for SAP BW.

�$VVLJQLQJ�WKH�6RXUFH�6\VWHP�,'

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When you extract data from different systems into an InfoCube, you can subsequently use the sourcesystem ID to identify the origin of the data.

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3. Call up the Administrator Workbench in the SAP menu by choosing %:�$GPLQLVWUDWLRQ →$GPLQLVWUDWRU�:RUNEHQFK�

4. Choose 7RROV → $VVLJQPHQW�RI�6RXUFH�6\VWHP�WR�6RXUFH�6\VWHP�,'�

�5HSOLFDWLQJ�'DWD6RXUFHV

See $GPLQLVWUDWRU�:RUNEHQFK�→�0RGHOLQJ → 6RXUFH�6\VWHP�→ Metadata Upload for SAPSystems in the SAP Library for SAP BW



�&RS\LQJ�%XVLQHVV�&RQWHQW�WR�WKH�$FWLYH�9HUVLRQ

See %XVLQHVV�&RQWHQW��9HUVLRQV��→ Installing Business Content�in the SAP Library for SAP BW.

Copy the Business Content objects in the following order:

d. InfoObject catalog

e. ODS objects

f. InfoCubes

�$VVLJQLQJ�'DWD6RXUFHV�DQG�,QIR6RXUFHV

See $GPLQLVWUDWRU�:RUNEHQFK�→�0RGHOLQJ → 6RXUFH�6\VWHP�→�'DWD�([WUDFWLRQ�IURP�6$3�6RXUFH

6\VWHPV�→�'DWD6RXUFH�→� �Assigning DataSources to InfoSources and Fields to InfoObjects inthe SAP Library for SAP BW.

�&UHDWLQJ�DQG�6FKHGXOLQJ�,QIR3DFNDJHV

8VH

You use an InfoPackage [SAP Library] to request data from a DataSource in the source system. Thedata is transferred at the point in time for which you schedule the InfoPackage. When scheduling theInfoPackage, ensure that the corresponding master and transaction data exist in the source system.

First request the master data (attributes, texts, hierarchies), and then the transaction data.

3URFHGXUH

1. Create an InfoPackage (see $GPLQLVWUDWRU�:RUNEHQFK�→�$GPLQLVWUDWLRQ�→ 6FKHGXOHU�→�Maintaining InfoPackages in the SAP Library for SAP BW).

2. Schedule an InfoPackage (see $GPLQLVWUDWRU�:RUNEHQFK�→�$GPLQLVWUDWLRQ�→ 6FKHGXOHU�→�Scheduling InfoPackages in the SAP Library for SAP BW).

If you transfer the data from a DataSource with an active delta process (generally whentransferring transaction data), you need to create two InfoPackages:

• One for the initialization of the delta process that you schedule to occur once

• One for the delta upload that you schedule to occur on a regular basis



�5HSOLFDWLRQ�RI�7UDQVDFWLRQ�'DWDThis section contains information on the transfer of transaction data between various systems.

'DWD�([FKDQJH�IRU�6DOHV�7UDQVDFWLRQV��&50�2QOLQH�±5��

8VH

To trigger further processing of sales transactions created in CRM Online, the documents aretransferred to the R/3 System via CRM Middleware [SAP Library]. Here, the following logisticprocesses can occur:

• Shipping

• Billing

• Transfer to Accounting

If you also manage quotations and sales orders in the R/3 back end System, these are transferred tothe CRM System for information purposes, this means they can only be displayed, and not processedin the CRM System.

,QWHJUDWLRQ

Sales transactions can also be created in Mobile Sales. From there they are transferred using CRMMiddleware via the CRM server to the R/3 back end System.

There is further information under Data Exchange for Sales Transactions: CRM Online - CRM Mobile[SAP Library].

3UHUHTXLVLWHV

• In order that the transfer from CRM Online to the R/3 System can take place, you have matchedthe following Customizing settings in the CRM Online System with the settings in the R/3 System.

− Transaction type (CRM) / Sales document type (R/3 System). Further information is availableunder Customizing for Business Transactions [Page 196].

− Item category

− Number range

− Item number assignment

• You have maintained the appropriate Customizing settings for shipping, billing, stock andaccounting.

In Customizing in the R/3 System, you specify which processes take place there, and howthey run. The settings in the CRM System and the R/3 System are not automaticallymatched.

• In order that a sales transaction can be transferred from CRM Online to the R/3 System, thefollowing requirements are fulfilled:

− The document contains at least one item. Business transaction headers alone are nottransferred.

− Not all items in the transaction have the status ,QTXLU\ or 4XRWDWLRQ.



− You have saved the document and it does not contain errors.

− You have not set the distribution lock.

)XQFWLRQDO�6FRSH

• Sales orders are transferred from CRM Online to the R/3 System. The required logisticsubsequent processes can be triggered there.

The R/3 System returns the following information from the subsequent logistic process toCRM Online, that means you can display this in the CRM transaction.

− Status information (transaction has been delivered, partly delivered or billed)

− Document flow (delivery, billing, goods issue)

− Quantity delivered

− Quantity billed

Only one transaction is replicated from the CRM Online System into the R/3 System, evenif it contains different items. The R/3 document is therefore mainly used to triggersubsequent logistic actions. Items not relevant for R/3 are filtered out on the basis of theitem object type, and are not transferred.

• CRM, as the leading system for order entry, only transfers data to the R/3 System that is relevantfor subsequent logistic processing (delivery, billing). For this reason, in the standard delivery,quotations are not transferred to the OLTP R/3 System.

You can transfer quotations created in the CRM System to the OLTP R/3 System via amodification solution with SAP Note 455678.

• If you also manage quotations and sales orders in the R/3 System, these are transferred to CRMOnline for information purposes, and can be displayed there. However, these documents cannotbe processed in the CRM System. Quotations cannot be converted into sales orders in the CRMSystem.

You can only change a document created in the R/3 System in the R/3 System. Thechange is then transferred to CRM Online accordingly.

• You have the possibility to transfer documents from the R/3 System to CRM Online and to blockthem for processing there. A user in CRM Online cannot select this transaction type forprocessing. This can be useful for processes that are supported in R/3, but not in the CRMSystem, for example configuration processing.

In order to block the transaction for online processing, select &XVWRPHU�5HODWLRQVKLS

0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�7UDQVDFWLRQ�7\SHV in theImplementation Guide (IMG). Select the required transaction type and 'HWDLOV and make theappropriate setting in the LQDFWLYH field.

• Changes can only be made to sales transactions that are transferred in the system in which theywere created.

Sales transactions created in CRM Online can be changed in the R/3 System. However,the changes are not transferred to CRM Online.



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The following graphic illustrates what happens when an order is transferred from the CRM OnlineSystem to the R/3 System, and the possible subsequent processes.

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The transfer from CRM Online to the R/3 System takes place as follows:

1. You have created an error-free transaction in the CRM Online, that you save.

2. The system uses the item object type [SAP Library] to decide whether a transfer into the R/3System should occur. Only items that are relevant for billing, shipping or stock are transferred.

3. Your business transaction is transferred to the R/3 System. The corresponding subsequentprocesses are triggered.

4. The status is updated in the CRM transaction. Further information is available under StatusMaintenance and Display in Business Transactions [SAP Library].

5HVXOW

The transaction created in the CRM Online System has been transferred to the R/3 System. You canuse the distribution status in the CRM transaction to check whether the transfer was successful. Errorand warning messages regarding transfer are also displayed in the application log.

You have the option of changing transactions that have already been transferred in the CRM OnlineSystem. The changes are then transferred back to the R/3 System. Further information is availableunder Changing Transferred Business Transactions [SAP Library].

6HH�DOVR�

Further information on the subsequent processes for orders in the R/3 System is available in the SAPLibrary under /RJLVWLFV�→ 6DOHV�DQG�'LVWULEXWLRQ�→ 6DOHV�

SAP Note 490932 explains possible causes for errors when exchanging business transactionsbetween CRM Online and the R/3 System, and provides help as to how these errors can beeliminated.



�&RPPXQLFDWLRQ�&RQILJXUDWLRQ

�&RQILJXULQJ�&RPSXWHU�7HOHSKRQ\�,QWHJUDWLRQ

The complete documentation for SAPphone is available in the SAP Library under %DVLV�→�%DVLV

6HUYLFHV��&RPPXQLFDWLRQV�,QWHUIDFH��%&�659��→�&RPPXQLFDWLRQV�,QWHUIDFH��%&�659�&20��→6$3SKRQH��%&�659�&20��

�7HOHSKRQH�,QWHJUDWLRQ�ZLWK�6$3SKRQHThis telephony solution comprises three distinct layers - the SAP application, SAPphone, and thetelephone system itself. The SAP System encompasses the SAP applications and SAPphone andis linked to the external telephone system by the standard TAPI or SAPphone RFC interface.SAPphone manages communication between the SAP System and the telephone system in orderto allow data exchange between telephone and computer processes.

SAP Applications

SAPphone

Telephone system

SAPphone-RFC

interfaceSAPphone Server

TAPI

1. 6$3�DSSOLFDWLRQ��$FFHVV�WR�WKH�WHOHSKRQ\�IXQFWLRQV

The SAP applications supply data to SAPphone, for example, when a call is initiated with thetelephone number, country code, name and company of the call recipient. Conversely, theSAP applications receive data on inbound calls from SAPphone for further processing.

2. 6$3SKRQH��&RQQHFWLRQ�WR�WKH�H[WHUQDO�WHOHSKRQH�V\VWHP��DGPLQLVWUDWLRQ

SAPphone features a user interface for executing telephony functions, and transactions usedto define the necessary settings and Customizing options for telephone integration in the SAPSystem.



3. 7HOHSKRQH�V\VWHP��([WHUQDO�KDUGZDUH�DQG�VRIWZDUH��WHOHSKRQH��GULYHUV��3%;V��DQG�VRRQ��

Outside the SAP System, telephony hardware and software is required to control thetelephones, and connection software between the SAP System and the telephone system isalso needed.

The components can be installed in different ways:

• Centrally [SAP Library] on a telephony server

• Decentrally in a client-server [SAP Library] model

• Locally [SAP Library] on the work center.

�$XWKRUL]DWLRQV�IRU�6$3SKRQH�$FWLYLWLHV

5ROHV

The execution of SAPphone settings is controlled by authorizations. The authorizations are assignedto users through the assignment of roles. SAP supplies two roles that authorize users to performSAPphone activities:

• A role that contains the authorizations for users of the telephony functions, including themaintenance of their own settings:

SAP_BC_SRV_GBT_USER

• Roles that contain the authorizations for the administration of the telephony landscape:

SAP_BC_SRV_GBT_ADMIN

SAP_BC_SRV_COM_ADMIN

If none of these roles are assigned to users, they can still execute telephony functions, such asinitiating and accepting calls. However, they cannot maintain their own settings themselves. Toexecute tasks, application-specific authorizations that are not contained in the Basis roles arerequired.

$XWKRUL]DWLRQV

The authorizations for the SAPphone settings can be graded for different task areas:

7DVN $XWKRUL]DWLRQ�REMHFW 9DOXHV

S_TCODE SPHA, SPHB, SPHDSystem administration(is contained in the roleSAP_BC_SRV_COM_ADMIN,for example)

S_TABU_DIS SPHA, SPHO, SCOM

S_TCODE SPHA, SPHDCentral maintenance of workcenter settings and usersettings S_TABU_DIS SPHA, SPHO

S_TCODE SPHA, SPHDMaintenance of own workcenter settings and usersettings(is contained in the roleSAP_BC_SRV_OFC_USER)

S_TABU_DIS SPHO

In addition to the role SAP_BC_SRV_OFC_USER, you can also assign the profile to the users whoare to be authorized to maintain work center settings and user settings centrally. For information onthe authorization concept of the SAP System and on role maintenance, see the documentation onUsers and Roles [SAP Library].



�$VVLJQLQJ�5ROHV�IRU�WKH�&,&

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Assign the administrator the following roles for maintaining telephony functions:

SAP_BC_SRV_GBT_ADMIN

SAP_BC_SRV_COM_ADMIN

Assign the user, and/or Call Center Agent the following roles:

SAP_BC_SRV_GBT_USER

�:RUN�&HQWHU�,GHQWLILFDWLRQ

8VH

To execute telephony functions, the system has to recognize the connection between a computer andthe corresponding telephone, that is, the work center has to be identifiable. The type of work centeridentification depends on the GUI used. The following options exist:

• Identification by registry entry

• Identification by host name of computer

• Identification by user

• Temporary identification by logon (session)

Ideally, LGHQWLILFDWLRQ�E\�UHJLVWU\�HQWU\ or LGHQWLILFDWLRQ�E\�KRVW�QDPH is used. If this is the case,when a work center is created, either a SAPphone work center ID is stored in the registry of therelevant PC or the unique host name of the computer is stored in the SAP System. However, neitherof these identification types can be used with all GUIs.

Due to the permanent user-work center relationship, only choose LGHQWLILFDWLRQ�E\�XVHU if employeeswork at fixed work centers. If you choose WHPSRUDU\�LGHQWLILFDWLRQ�E\�ORJRQ, different users can useyour work center but they have to create the work center again (that is, specify the telephony serverand telephone number) each time they execute a new logon.

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You set work center identification in the SAP Implementation Guide by choosing %DVLV → %DVLV

6HUYLFHV → &RPPXQLFDWLRQ�,QWHUIDFHV → 6$3SKRQH��&OLHQW�:LGH�6HWWLQJV�→�$FWLYDWH7HOHSKRQ\�&KRRVH�:RUN�&HQWHU�,GHQWLILFDWLRQ.

The settings for work center identification should not be changed when the system is inoperation because the work center settings would no longer be found automatically. Thework centers would have to be created again.

Choose which type of identification is to be used for which GUI. The following prerequisites apply:

7\SH�RILGHQWLILFDWLRQ

3UHUHTXLVLWHV 3RVVLEOH�3ODWIRUPV

Identification byregistry entry

The SAP GUI is installed locally on everywork center.

All computers have a 32-bit Windowsoperating system.

Win GUI on PC



The users who create the work centerhave authorization to write in the registry ofthe relevant computer.

Identification by hostname

The host names of the computers areunique in the system.

Win GUI on PC, JavaGUI, Web GUI

Identification by user The users of the work centers alwaysexecute the telephone functions on thesame work center.

All

Temporaryidentification bylogon (session)

The work center settings have to bemaintained again each time you log on to awork center before the telephony functionscan be used.

All

�6HWWLQJ�:RUN�&HQWHU�,GHQWLILFDWLRQ�IRU�WKH�&,&

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In transaction SPH4, make the following settings:

1. Select the 7HOHSKRQH�VXSSRUW�DFWLYH indicator.

2. Select the option 8VHU�for all identification methods.

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6LWH

A site contains the telephony servers of a connection. The generic telephone number of theconnection (<country> <local area code> <general prefix> <number of digits in extension number>) isassigned to the site. Extension number protection is also carried out at this level. The attributes of asite apply to all the telephony servers in a site.

7HOHSKRQ\�VHUYHU

A telephony server contains all extensions that are connected to the SAP System via the same access(for example, an instance of the SAPphone server). It is a logical unit that contains the settings thatare required for the connection between the SAP System and the external telephony software.

The telephony server assigned in the SAP System does not have to be an actual physical telephonyserver. It simply represents the external telephony software that is installed on a server (centrally), oneach work center (locally), or distributed among the two (client-server) and which connects the SAPSystem with the telephone system. The communication process between SAP applications, workcenters, telephony servers and the telephone system depends on the telephone integrationarchitecture [Page 120].

:RUN�FHQWHU

A work center consists of a computer, a telephone and a permanent user. Other users (for example,substitutes or temporary help) can use the work center temporarily. The connection between thecomputer and telephone (extension) runs via a telephony server.



0RUH�,QIRUPDWLRQ

For information on how to create a site, see Creating Sites [SAP Library].

For information on how to create a telephony server, see Creating and Maintaining Telephony Servers[SAP Library].

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A telephony server represents an externally connected telephone system. Several servers can beactive within one site.

3URFHGXUH

0HQX�SDWK &XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$GPLQLVWUDWLRQ�→�7HOHSKRQ\�→0DLQWDLQ�6\VWHP�6HWWLQJV

7UDQVDFWLRQ�FRGH SPHB

1. Double-click on the structure node 6LWHV�on the left side of the screen. Enter the required data onthe right side of the screen, and save your entries.

Enter the description of the location of the telephone system in the 6LWH field.

Enter the area code and number of the telephone system in the 1XPEHU SUHIL[ field.

Enter the number of digits of the extension in the ([WHQVLRQ�OHQJWK field.


3. Open the structure node 6LWHV�to see the site you have just created.

4. Double-click on 6HUYHU�QDPHV�

A wizard is started.


6HUYHU: A maximum of six characters for the ID, which is unique in the system for all sites.

1DPH: Description of the server, which represents a concrete telephone system.

5)& dHVWLQDWLRQ: Enter 121( here for tests. By doing so, you activate the system-internalsimulation of a telephone system. To connect a real telephone system, an RFC destinationmust be maintained, in which the type of connection between the SAP System and thetelephone system, or CTI Middleware is defined.

/RFDO�VHUYHU: Do not check this box

&DQRQ��1XPEHUV: Do not check this box

)XQFWLRQV��Telephony

1XPEHUV�UHSODFHG: 0

5HSODFHPHQW�QXPEHU: 00

&RPPHQWV: 2XWVLGH�OLQH�EHJLQQLQJ�ZLWK��

6HUYHU�LV�UHDG\�IRU�XVH: ;

6HUYHU�LV�WR�EH�PRQLWRUHG�E\�DOHUW�PRQLWRU: Do not check box



6. Press the &RQQHFWLRQ�WHVW�pushbutton.

The result is that you now see the data maintained for the server on the left side of the screen.

7. If necessary, choose the /DQJ�GHSHQGHQW�GHVFULSWLRQV tab page in the right screen area tomaintain the server name in various languages.


�'HILQLQJ�$GGUHVV�'DWD�$UHDV

8VDJH

You define address data areas so that you can identify the corresponding business partner by thetelephone number.

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0HQX�SDWK ,0*��%DVLV�→�%DVLV�6HUYLFHV�→�&RPPXQLFDWLRQ�,QWHUIDFHV�→6$3SKRQH��&URVV�&OLHQW�6HWWLQJV�→�,QFRPLQJ�&DOOV�→�'HILQH

$GGUHVV�'DWD�$UHD→�'HILQH�$GGUHVV�'DWD�$UHDV

7UDQVDFWLRQ�FRGH SPH5


$GGUHVV�GDWD�DUHD: $''5

6HDUFK�IXQFWLRQ�PRGXOH: 63+B$''5B6($5&+B&$//(5

5HDG�IXQFWLRQ�PRGXOH: 63+B$''5B6($5&+B&$//(5

'HVFULSWLRQ: %XVLQHVV�$GGUHVV�6HUYLFHV

2. If required, enter short texts in different languages in the address data area ADDR. For this, selectthe following menu path: ,0*��%DVLV�→ %DVLV�6HUYLFHV�→ &RPPXQLFDWLRQ�,QWHUIDFHV��→6$3SKRQH��&URVV�&OLHQW�6HWWLQJV��→ ,QFRPLQJ�&DOOV��→ 'HILQH�$GGUHVV�'DWD�$UHD��→ 0DLQWDLQ/DQJXDJH�'HSHQGHQW�'HVFULSWLRQ�

�0DLQWDLQLQJ�:RUN�&HQWHU�6HWWLQJV�DQG�8VHU�6HWWLQJV

8VH

How and by whom the work center settings and user settings can be maintained is described in thissection. Users can make their own settings themselves or the settings can be maintained centrally(except for the creation of work centers).

A work center can only be created for the computer on which the procedure is carried out, as theSAPphone work center ID is stored locally. However, you can configure the system so that theindividual user only needs to specify their telephone number in order to create the work center.

The table gives an overview of the functions available for creating and maintaining the settings:

)XQFWLRQ 'HVFULSWLRQ Procedure

7HPSODWH�VHWWLQJV Templates for user settings You can use themto prepare the user settings for various user

Creating Templates forUser Settings [SAP



groups and then assign these settings to theusers.

Library]

&HQWUDO�SUHSDUDWLRQIRU�LQGLYLGXDOFUHDWLRQ

This function reduces the amount ofadministration for the individual users. Usersreceive a mail, execute it and specify theirtelephone number and the telephony server.For more information, see MaintainingSettings Centrally [SAP Library].

Maintaining (Creating)Settings Centrally[SAP Library]

,QGLYLGXDO�FUHDWLRQ�RIZRUN�FHQWHU

Users call the function for creating their workcenter and make all the settings themselves.

Creating andMaintaining WorkCenters [SAP Library]

,QGLYLGXDOPDLQWHQDQFH�RI�XVHUVHWWLQJV

Users call the function for maintaining usersettings and maintain them themselves.

Maintaining UserSettings [SAP Library]

&HQWUDO�FKDQJLQJ�RIVHWWLQJV

Administrators can change the settings fortelephone integration centrally for individualusers and work centers or for several usersand work centers simultaneously.

Maintaining(Changing) SettingsCentrally [SAP Library]

�'HILQLQJ�8VHU�DQG�:RUN�&HQWHU�6HWWLQJV�IRU�WKH�&,&

'HILQLQJ�8VHU�6HWWLQJV

0HQX�SDWK &XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$GPLQLVWUDWLRQ�→�7HOHSKRQ\�→0DLQWDLQ�$JHQW�6HWWLQJV

7UDQVDFWLRQ�FRGH SPHA

1. Choose 8VHU�6HWWLQJV�

2. Make the following settings:

Under 'LVSOD\�RI�LQERXQG�FDOOV select the 1R�GLVSOD\ option.

Under 1RWLILFDWLRQ�RI�FDOO�LQ�DEVHQFH select 1R�H[SLUDWLRQ�WLPH.

Under 'DWD�DUHDV�IRU�FDOOHU�VHDUFK�IRU�LQERXQG�FDOOV� enter %XVLQHVV�$GGUHVV�6HUYLFHV.


'HILQLQJ�:RUN�&HQWHU�6HWWLQJV

0HQX�SDWK &XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$GPLQLVWUDWLRQ�→�7HOHSKRQ\�→0DLQWDLQ�$JHQW�6HWWLQJV

7UDQVDFWLRQ�FRGH SPHA

1. Choose :RUN�FHQWHU�

2. Make the following settings:

��7HOHSKRQH�QXPEHU: Enter your telephone number. Consider the length that you haveentered when creating the telephony server [Page 124].

7HOHSKRQ\�6HUYHU: A maximum of six characters for the ID that you have created [Page 124].You can use the F4 help to find the correct ID. Select the server ID that you definedpreviously. See Processing site and telephony server [Page 124].

Select the IRU�$&'�IXQFWLRQV�indicator.




7HVWLQJ�&DOO�&HQWHU�)XQFWLRQV

8VH

You can use the test interface provided by SAPphone to test the call center functions.

The interface is available exclusively for test purposes.

$FWLYLWLHV

)XQFWLRQ 7UDQVDFWLRQ 'HVFULSWLRQ

7HVWLQJ�FDOOFHQWHUIXQFWLRQV

SPHT An interface is displayed that you can use to test thefollowing call center functions:

- registering or deregistering as an agent

- registering or deregistering in a queue

- specifying the work mode

- specifying the wait mode

- displaying the call partner and thecorresponding objects

- accepting or rejecting calls

- Transferring with or without consult

- Conference calls

- Putting calls on hold, retrieving calls, switchingbetween calls and hanging up individual callsor all calls.

�0DLQWDLQLQJ�4XHXHVFirst, determine all the CTI queues you want to use at CTI level. You need to maintain the queues inthe CRM System.

You can also set your CTI system so that the system automatically determines all the queues an agentshould be logged into.

�'HILQLQJ�4XHXHV

8VDJH

You define the queues that you determined previously and that you want to be available in the CRMOnline System.

3URFHGXUH

1. Choose &XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$GPLQLVWUDWLRQ�→�7HOHSKRQ\�→ 'HILQH�&7,�4XHXHV(transaction code: CICV). Maintenance of the table is cross-client. The name of the CTI queue isdisplayed in the selection screen for the queues when the the CIC is started.



2. If do you not want to define different queues here, you can create a dummy queue with ‘*’ as atelephone number. The system converts ‘*’ to an initial value, that is, the logic in your CTI systemdetermines what queue the agent is log into.

7HOHSKRQH�QXPEHU 1DPH�RI�&7,�WHOHSKRQH�TXHXH

* Selection via CTI

123 Sales hotline

234 Service hotline

5HVXOW

All the queues you have defined are now available in the system. However, there is no yet aconnection between the queues and the agents.

�&,&�3URILOH�DQG�4XHXHVYou need to assign an agent to an organizational unit. These organizational units may be assignedCIC profiles, with which the agent’s working environment is defined in the Interaction Center.

You maintain the CIC profile in Customizing under IMG: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�'HILQH�&,&�3URILOH (transaction code CICO). Two profile categories areparticularly important for CTI queues:

CTIQA_PROF CTI queue assignment

CTIADM_PROF CTI administration profile

2UJDQL]DWLRQDO�8QLW�

&,&�3URILOH

�� 7�� - �!��7��

CTIQA_PROF QUEUE_PROF1CTIADM_PROF CTI_ADM_PROF1

$JHQW



�$VVLJQLQJ�7HOHSKRQH�4XHXHV�WR�&7,�3URILOHV

3URFHGXUH

1. Go to the Customizing IMG and choose: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU

,QWHUDFWLRQ�&HQWHU�→�&RPSRQHQW�&RQILJXUDWLRQ�→�+LGGHQ�&RPSRQHQWV�→�&RQILJXUDWLRQ�RI�&7,

&RPSRQHQW�→�$VVLJQ�7HOHSKRQH�4XHXHV�WR�&7,�3URILOHV

2. Enter a line for every telephone queue you want to assign to a telephone queue. You can displaythe numbers you already created for telephone queues [Page 127] by using the F4 help in the7HOHSKRQH�QXPEHU�column.

&7,�WHOHSKRQH�TXHXHSURILOH

7HOHSKRQHQXPEHU

1DPH�RI�&7,�WHOHSKRQH�TXHXH

QUEUE_PROF1 123 Sales hotline

QUEUE_PROF1 234 Service hotline

QUEUE_PROF2 234 Service hotline

QUEUE_PROF3 * Selection via CTI

Agents working for the sales and service hotline need QUEUE_PROF1.

Agents only working for the service hotline need QUEUE_PROF2.

Agents who leave the CTI System to decide on the telephone queue needQUEUE_PROF3.

3. Go to the IMG and choose: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU

→�'HILQH�&,&�3URILOH�

4. Assign the corresponding CTI telephone queue profile to your CIC profile in the profile categoryCTIQA_PROF.

5HVXOW

The agent can now log into specific telephone queues in the system.

�0DLQWDLQLQJ�&7,�$GPLQLVWUDWLRQ�3URILOHV

8VDJH

The CTI administration profile enables you to define how the user interface is displayed when you loginto or out of a telephone queue.

3URFHGXUH

1. Go to the Customizing IMG and choose: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU

,QWHUDFWLRQ�&HQWHU�→�&RPSRQHQW�&RQILJXUDWLRQ�→�+LGGHQ�&RPSRQHQWV�→�&RQILJXUDWLRQ�RI�&7,

&RPSRQHQW�→�'HILQH�&7,�&RPSRQHQW�3URILOH

2. Create a new profile and set the required flags on the details screen:

• $XWRPDWLF�ORJLQ��Here, you specify that the agent is automatically logged into the CTItelephone queues assigned to his profile when he starts up the CIC.

• $XWRPDWLF�ORJRXW��Here, you specify that the CIC automatically logs the agent out of the CTItelephone queues assigned to his profile when he chooses 7HOHSKRQ\�→�4XLW�



• 4XHXH�VHOHFWLRQ�VFUHHQ��Automatically triggers CIC to display the queue selection screen ifyou log in or out manually, or if you have set the $XWRPDWLF�ORJLQ�RU�$XWRPDWLF�ORJRXW�flag.

o $XWRPDWLF�VHOHFWLRQ�RI�TXHXH�DW�ORJLQ��This flag specifies that the CIC selects allthe queues belonging to your profile, which you are currently not logged into, whenyou login. Prerequisite: You have set the 4XHXH�VHOHFWLRQ�VFUHHQ�flag.

o $XWRPDWLF�VHOHFWLRQ�RI�TXHXH�DW�ORJRXW��Here, you specify that the CICautomatically selects all the queues belonging to your profile which you are currentlylogged into, when you logoff. Prerequisite: You have set the 4XHXH�VHOHFWLRQ�VFUHHQflag.

5HVXOW

You have finished configuring the queues in the CRM Online System.

�7LSV��7ULFNV

6SHFLDO�TXHXH�ZLWK�QXPEHU�µ�¶�

If a switch does not support the concept of queues, specify a queue number of ‘0’ and assign thisqueue to all agents in your call center.



�%XVLQHVV�&XVWRPL]LQJThis section contains all Customizing settings that must be made in the relevant systems.

�6HWWLQJ�8S�2UJDQL]DWLRQDO�'DWD�'HWHUPLQDWLRQ

In the Implementation Guide (IMG), select &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→2UJDQL]DWLRQDO�0DQDJHPHQW�→�2UJDQL]DWLRQDO�'DWD�'HWHUPLQDWLRQ, and make the required settings.

You can find information on individual Customizing activities in the IMG documentation.

Wizards are available to help when creating determination rules [SAP Library], and organizational dataprofiles [SAP Library].

For more information, see determining organizational data [Page 131].

�'HWHUPLQLQJ�2UJDQL]DWLRQDO�'DWD

8VH

When processing a business transaction, certain organizational data is mandatory depending on thetransaction type. In a service order, for example, the service organization is a determining factor inprocessing. The distribution channel in a sales order is as important as the responsible salesorganization, as price and delivery data can depend on the distribution channel.

In the CRM System you have the following options for determining organizational data in thedocument. These can be set in Customizing and are dependent on the transaction type:

• no determination

In this case enter the organizational data (for example, sales area) manually in the document.

• automatic determination

The system determines organizational data using the data available in the document, forexample, the business partner number, region, product, or using the user assignments for theorganizational unit (using the position).

3UHUHTXLVLWHV

1R�DXWRPDWLF�GHWHUPLQDWLRQ

1. You have created an organizational data profile in Customizing, in which QR determination ruleshave been entered.

2. You have assigned this organizational data profile to the required transaction type.

$XWRPDWLF�GHWHUPLQDWLRQ

1. You have created a determination rule in Customizing for each determination path with thecorresponding rule type.

2. You have defined one or two determination rules in the organizational data profile for evaluatingthe organizational data profile of a business process.

3. You have assigned the organizational data profile to a transaction type.



You carry out the settings in Customizing for CRM. Choose 0DVWHU�'DWD → 2UJDQL]DWLRQDO

0DQDJHPHQW�→ 2UJDQL]DWLRQDO�'DWD�'HWHUPLQDWLRQ.� You can find further information in thedocumentation there.

)HDWXUHV

When determining organizational data, the system takes the organizational data profile defined inCustomizing and the determination rules from this profile. These determination rules specify whichfields are taken into account when the system determines organizational data from the document data(for example, business partner number, telephone number). Determining organizational data can beset by assigning the organizational data profile for the business process type so that it is dependent onthe business process type.

There are two determination paths provided in the CRM system that have been characterized for therule types:

• Rule type Responsibilities [SAP Library]

• Rule type Organizational Model [SAP Library]

The basis rule types 2UJDQL]DWLRQDO�'DWD and )XQFWLRQ�0RGXOH are available in CRM, but to use themyou must have ABAP/4 knowledge. You can find information on these rule types in the basisdocumentation.

• Defining roles using organizational data [SAP Library]

• Defining roles using function modules [SAP Library]

If you define two determination rules in the organizational data profile, the system creates theintersection from the resulting quantity of the two rule resolutions.

Determining organizational data can differ according to the scenario, because an organizational unit inthe 6DOHV VFHQDULR can have different attributes with different values to an organizational unit in the6HUYLFH VFHQDULR.

2UJDQL]DWLRQDO�GDWD�DW�LWHP�OHYHO

The 'LYLVLRQ attribute only exists at item level. The division is derived from the product.

All of the organizational data at item level of a document, except for the division, may not differ fromthat in the header. There is therefore no individual organizational data determination at item level. Thefollowing options for organizational data at item level are possible. You can set these in Customizing.They are dependent on the item category.

6HWWLQJV�IRU�2UJDQL]DWLRQDO�'DWD�DW�,WHP�/HYHO

2UJDQL]DWLRQDO�GDWD�DW�LWHP�OHYHO 6HWWLQJV�\RX�PXVW�PDNH�LQ�&XVWRPL]LQJ

The organizational data is copied from thedocument header. The division is derived fromthe product.

Assign an organizational data profile without adetermination rule to the item category.

There is no organizational data at item level(no RUJDQL]DWLRQDO�GDWD screen)

Do not assign the organizational data profile tothe item category.

$FWLYLWLHV

1. The system determines the responsible organizational unit

2. The system reads the other attribute values for this organizational unit ,and, if necessary, usesthem to determine other data, for example, the distribution channel.

If the system determines more than one responsible organizational unit or determines severalattribute values for the responsible organizational unit, a selection screen appears.



�0DVWHU�'DWDThis section contains all Customizing settings that are required for configuring master data.

�3URGXFWYou make the required Customizing settings for product master data in the Implementation Guideunder &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3URGXFW.

�&UHDWLQJ�DQG�&KDQJLQJ�3URGXFWV

3UHUHTXLVLWHV

The products have been replicated from R/3. For more information, see:

• Replicating Material Master Data from R/3 in CRM/EBP [SAP Library]

• Replicating Data on Articles from R/3 in CRM [SAP Library]

• Replicating Service Master Data from R/3 in CRM/EBP [SAP Library]

If you want to assign self-defined set types to a product, you have:

• Defined the set types and their attributes. For more information, see:

− Maintaining Set Types [SAP Library]

− Maintaining Attributes [SAP Library]

• Assigned the set types to a product category in a category hierarchy, and also to the requiredview. For more information, see:

− Maintaining Categories and Hierarchies: Categories [SAP Library]

− 'HILQH�9LHZV under 6HWWLQJV�IRU�3URGXFW�0DLQWHQDQFH in the Implementation Guide (IMG) for3URGXFWV

&UHDWLQJ�3URGXFWV

1. In the user menu, choose 0DLQWDLQ�3URGXFWV.Product maintenance is accessed either in display mode or in change mode, depending on howyou have defined your defaults under 6HWWLQJV.

2. Choose &UHDWH�0DWHULDO�6HUYLFH�)LQDQFLQJ.

3. Enter a base category.A product is always created together with a base category. The base category determines whichattributes should be maintained for the product. You can select a base category using the possibleentries pushbutton.

4. Indicate whether you are creating a configurable product and then choose &RQWLQXH.The relevant product data can now be entered.

5. Enter a product ID, or choose (QWHU and a product ID will be assigned by internal numberassignment.

6. Enter a product description text.

7. Enter data as required:



- To create product relationships, choose 5HODWLRQVKLSV.

You are creating the product PRINTER. You assign the products PRINTER_CABLEand POWER_CORD to this product as accessories. You then assign the productPRINTER to the product PC as an accessory of this product.

- To enter the necessary data on the tab pages, see Set Types in Product Maintenance[SAP Library].

To enter a price for the product, choose the tab page &RQGLWLRQV.

8. Save your data.You will not be able to save the product if the application log contains “very high” priority errors.For “high” priority errors, you can only save an inactive version of the product. However, an activeversion of the product can be saved for lower priority errors.For more information, see Application Log [SAP Library].

&KDQJLQJ�3URGXFWV

Product data created in the CRM System can generally be changed, whereas data that was importedfrom the original system of the product, an OLTP System for example, cannot be changed.

The product ID and description in the product header cannot be changed. However, it is possible tochange the product description in the 'HVFULSWLRQV set type.

The base category to which you have assigned the product in the header data can similarly not bechanged. You can however assign the product to additional product categories.

6HH�DOVR�

Uploading CRM Product Data to OLTP Systems [SAP Library]

Data Entry in the Upload Input Screen [SAP Library]

�%XVLQHVV�3DUWQHUVYou make the required Customizing settings for business partner master data in the ImplementationGuide under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�%XVLQHVV�3DUWQHU.

�&UHDWLQJ�%XVLQHVV�3DUWQHUV

3UHUHTXLVLWHV

The initial screen for maintaining a business partner depends on the 6HWWLQJV you have chosen for theinitial screen leading into the business partner dialog.

For more information, see Settings [SAP Library].

3URFHGXUH

You are in the Business Partner dialog.

1. Select a business partner category in the application toolbar.

2. Specify the role in which you wish to create the business partner. With the BP role “contactperson” the business partner category “person” is default.



3. Select a grouping. Each grouping is assigned to a number range.

If a grouping has been defined as a standard grouping in Customizing, this grouping ischosen automatically. If you want to assign the business partner to a grouping that isdifferent to the standard grouping, then you should select the grouping you require.

If you select a grouping with internal number assignment, you do not need to enter a businesspartner number. This is created automatically by the system.

If you select a grouping with external number assignment, you need to enter a businesspartner number.

4. Enter the required data for the business partner in the tab pages. Fill the appropriate requiredentry fields.

5. Choose 6DYH.

5HVXOW

You have created a business partner in the role you selected.

�)DFW�VKHHWThe fact sheet provides a compressed overview of business partner information from several sources,for example, from business partner data, statistical data and transaction data (from the OLTP R/3 andthe CRM Online System).

A fact sheet is a view which various info blocks are assigned to. You can assign the info blocks andspecify the sequence in customizing.

The info blocks are embedded in the program – you cannot change the data. You canonly change the data by programming a new view (at project level).

You can define info blocks and views in customizing under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→0DVWHU�'DWD�→�%XVLQHVV�3DUWQHU�→�%XVLQHVV�3DUWQHU��)DFW�6KHHW�→ 0DLQWDLQ�,QIR�%ORFNV�

Here, you can create the CRM info block and assign the R/3 info block.

5��6\VWHP

In the R/3 System, this function is called a sales summary. You can find further information about thisin the SAP Library under /RJLVWLFV�→�6DOHV�DQG�'LVWULEXWLRQ��6'��→�6DOHV�6XSSRUW��&RPSXWHU�$LGHG

6HOOLQJ��&$6��→�%DVLF�'DWD�IRU�6DOHV�6XSSRUW�→�6DOHV�6XPPDU\�

Make the necessary settings in customizing by working through the following steps:

6DOHV�DQG�'LVWULEXWLRQ�→�6DOHV�6XSSRUW��&$6��→�6DOHV�6XPPDU\�→�'HILQH�5HSRUWLQJ�9LHZV

You define a view and assign the standard formula SD-SALES-SUMMARY to it.

6DOHV�DQG�'LVWULEXWLRQ�→�6DOHV�6XSSRUW��&$6��→�6DOHV�6XPPDU\�→�$VVLJQ�,QIRUPDWLRQ�%ORFNV�WR�D9LHZ



�3DUWQHU�3URGXFW�5DQJHUsing the Partner/Product Range (PPR), you can offer a customer exactly those products andservices that are relevant for him. You can also prevent the sales of specific products using PPRs.

Partner/ product ranges connect business partners and products, or services together. A customershould only be able to order products that are part of the grouping to which he belongs. Thecombination of products and business partners is always limited to a time period. Every partner/product range has a specific organizational frame; this means the sales or purchasing organization, inwhich the combination of products and business partners is valid.

Using PPRs is optional. Only make the settings, described below, if you wish to use PPRsin the sales transaction.

Make the necessary settings for the partner/product range in the Implementation Guide under&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→ 0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�

Work through the following steps in Customizing:

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→ 'HILQH3DUWQHU�3URGXFW�5DQJH�7\SHV

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→ 'HILQH�*HQHUDO6HWWLQJV�IRU�3DUWQHU�3URGXFW�5DQJH

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→ 'HILQH�6RUW5RXWLQHV�IRU�%XVLQHVV�3DUWQHU�5HIHUHQFHV

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→ 'HILQH�6RUW5RXWLQHV�IRU�3URGXFWV

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→ 'HILQH�7UDQVDFWLRQ7\SHV�5HOHYDQW�IRU�&KHFN

Optional activities:

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→ 'HILQH�5XOHV�IRU3DUWQHU�3URGXFW�5DQJH�7\SHV

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→ 'HILQH�3DUDPHWHU,'�DQG�3DUDPHWHU�2EMHFWV�IRU�335�5XOHV�

The relevant settings are described in the IMG documentation.

�&KHFNLQJ�3DUWQHU�3URGXFW�5DQJHV�LQ�6DOHV7UDQVDFWLRQV

8VH

Partner/product ranges (PPRs) allow you to offer business partners the exact combinations ofproducts or services that are relevant for them in a specific period of time. This also enables you toavoid certain products being sold at specific times.

Customer 4711 can only order products M201, M202 and R120.

Customer 3815 cannot order product M208.



The PPRs are used for this purpose during a check in the sales transaction.

3UHUHTXLVLWHV

• In order that the PPR check in the sales transaction is active, you need to have made the followingsettings in Customizing for the partner/product range (,0*��&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW

→�0DVWHU�'DWD�→ 3DUWQHU�3URGXFW�5DQJH�:

− You need to have set the flag &KHFN�335V�LQ�%XVLQHVV�7UDQVDFWLRQV�in the activity 'HILQH*HQHUDO�6HWWLQJV�IRU�3DUWQHU�3URGXFW�5DQJHV�

− In the activity 'HILQH�7UDQVDFWLRQ�7\SHV�5HOHYDQW�IRU�&KHFN��you need to have entered thetransaction types for which a check should be carried out in the sales transaction.

− In the activity 'HILQH�3DUWQHU�3URGXFW�5DQJH�7\SHV��you have set the flag &KHFN�LQ�%XVLQHVV7UDQVDFWLRQ�

• You have maintained the required PPRs. Further information is available under ProcessingPartner/Product Ranges [SAP Library] and Controlling Partner/Product Ranges [SAP Library].

The following applies for the data on the 2UJDQL]DWLRQDO�GDWD�tab page (transaction type,partner function, sales organization, service organization, purchasing organization) in thePPR header:

• If entries are maintained, these are checked at header level as to whether they match thecorresponding values of the sales transaction. If they match, the products contained in the PPRare considered further, otherwise they are not.

• If no entries are maintained, the corresponding PPR is used for all possible instances of theobject. If, for example, no data is maintained for the sales organization, the relevant PPR is validfor all sales organizational data.

)HDWXUHV

Once you have entered the relevant data, the system attempts to find a partner/product range in whichthe following data is entered:

• Product of sales transaction item

• Sold-to party or assigned partners

• Delivery date

• organizational data (purchasing organization, sales organization, service organization, transactiontype), if applicable

If no combination of business partner, product and time period exists, that is, if no PPR was createdfor it, the system issues a message that no PPR was found.

If the product entered for the business partner was excluded from a PPR, the system issues amessage that the PPR XYZ is excluded for business partner B.

The sales transaction can nevertheless be saved

�&UHDWLQJ�3DUWQHU�3URGXFW�5DQJHV

8VH

You create a partner/product range (PPR), for example, so that you can use it in the sales transactioncheck [Page 136] or as a product proposal.



3UHUHTXLVLWHV

You have made all the necessary settings in Customizing for partner/product ranges.

Menu path in implementation guide: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→3DUWQHU�3URGXFW�5DQJHV�

6HH�DOVR�

Controlling Partner/Product Ranges [SAP Library]

3URFHGXUH

1. SAP Menu: 0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→�0DLQWDLQ�3DUWQHU�3URGXFW�5DQJHV�Thescreen 'LVSOD\�RU�FKDQJH�SDUWQHU�SURGXFW�UDQJHV�is displayed.

Under ([WUDV��→ 6HWWLQJV��you can choose whether you call up the display or changemode when you start the transaction.

2. Choose &UHDWH�335� In the displayed list field, choose the required partner/product range typeand one of the assigned item types.

3. Enter the key and description (mandatory field) for the partner/product range type.

You can only make an entry in the PPR ID entry field until you press a pushbutton or achoose a tab page. It can no longer be changed afterwards.

4. Enter the following data on the *HQHUDO�tab page:

− Status: specifies whether or not the partner/product range can be used. Only the status $FWLYHallows it to be used.

− 6RUWLQJ�VHTXHQFH: You can specify the sorting sequence for business partners and products.

You can set the exclusion�flag, that is, exclude the entire partner/product range.

5. Use the 2UJDQL]DWLRQDO�GDWD�tab page to choose which objects the PPR should be valid for.

The table changes depending on the object you select. If, for example, you choose7UDQVDFWLRQ�W\SH� you must enter a transaction description.

If no entries are maintained, the effect on the partner/product range check in the salestransaction [Page 136] is that the PPR in question is valid for all possible instances. If, forexample, no data is maintained for the sales organization, the relevant PPR is valid for allsales organizational data.

6. Enter a key and the description for the item in the 335�LWHP�subscreen.

You also have the option of setting the exclusion�flag here.

7. Enter the following data in the item detail:

D�� 5HIHUHQFHV�WR�SDUWQHU�SURGXFW�UDQJHV

Enter the key for the required PPR.

E�� 5HIHUHQFH�WR�EXVLQHVV�SDUWQHUV��SURGXFWV�DQG�WLPH�VWDPSV

• Use the %XVLQHVV�SDUWQHU�tab page to choose the reference type, that is, business partner,target group, business partner group hierarchy, rule.

The table changes depending on the reference type you choose. If, for example, youchoose %XVLQHVV�3DUWQHUV� you must enter the business partner number. For�7DUJHWJURXS� you must enter the name of the target group.

• You use the 3URGXFWV�tab page to choose a reference type, for example, product orproduct category or rule.



The table changes depending on the reference type you choose. If, for example, youchoose 3URGXFWV� you must enter the product number. For�3URGXFW�+LHUDUFK\��you mustenter the product hierarchy ID.

• You use the 7LPHVWDPS�tab page to choose a reference type, for example, date from – toor rule.

The table changes depending on the reference type you choose. If, for example, youchoose 'DWH�IURP�±�WR��you must enter a start and you have the option of entering an enddate.

You also have the option of setting an exclusion�flag, and, by doing so, of excludingspecific time periods from the PPR.

Only one business partner rule, product rule and timestamp rule can be created for eachPPR item.

5HVXOW

You have created a partner/product range which is now displayed in the locator hit list.

�3URFHVVHVThis section contains all Customizing settings that are required for configuring business processes.

�,QWHUDFWLRQ�&HQWHU

3XUSRVH

The Interaction Center (IC) is a key technology of Customer Relationship Management (CRM) withmySAP.com. It is designed as a multi-channel, blended business process interaction center toempower call centers to provide the highest possible level of customer service. It provides robusttechnology for contact center operations. It tightly integrates a highly customizable and full-featuredfront office with your back-office as well as your entire range of customer-centric processes. TheInteraction Center is state-of-the-art technology for any business transactions via phone, e-mail, chat,paging, Web call back, or voice-over Internet Protocol (VoIP).

,PSOHPHQWDWLRQ�&RQVLGHUDWLRQV

The IC is developed with an open interface to support a variety of CTI middleware products, as well astelephony servers and switches. The IC also supports Interactive Voice Response (IVR) systems,which capture call-attached data [SAP Library].

,QWHJUDWLRQ

Since the IC is integrated with other SAP System components, agents have complete access tocustomer information and customer business transactions. You define the business transactions thatan agent has access to in Customizing. For example, an agent may need authorization to logcustomer problems, create sales orders, update a customer address, change employee information, orcheck the status of a delivery.

Organizations use the IC in a variety of business scenarios including sales, service, collections, orhuman resources. For one company, the IC may be used as an inbound sales center, where agents



enter sales orders, answer delivery inquiries, create return material authorizations, or update customeraddresses. Another company might use the IC to register service requests for internal or externalcustomers. Yet another company might only process e-mail correspondence with their customersthrough the IC. Agents in an integrated call center may perform all of these activities.

)HDWXUHV

• Telesales [SAP Library] functions such as processing inbound and outbound telephone calls withcustomers and other business partners using Computer Telephony Integration (CTI) [SAP Library]technology as middleware.

As an integrated call center application, the IC provides agents complete access to any SAPbusiness transaction along with a full range of telephony features.

• An Interactive Intelligent Agent (IIA) [SAP Library] for problem analysis, Symptom and SolutionSearch [SAP Library] and Frequently Asked Questions.

• Option to access communication channels provided by Web Customer Support [SAP Library]

• Scripting [SAP Library]

• Broadcast messaging [SAP Library]

• Alert modeler [Page 154]

• Call list management [SAP Library]

• Business partner search [Page 151]

• Call state view [SAP Library]

• Real-time screen pop [SAP Library]

• Logging [SAP Library]

• An e-mail system in which agents can also display their overdue e-mail or planned activities, suchas sending follow-up e-mails for a campaign.

• Customer-focused overviews of business relationships and customer history

A comprehensive interaction history provides one view of a customer. This enables agents toview planned and historical activities along with sales and service orders.

• Increased agent productivity with Business Data Display (BDD) [SAP Library] and action box[Page 145]

These two IC components work together to display customer-related information and toenable the agent to navigate and perform any SAP business transaction.

6HH�DOVR�

IC Setup [SAP Library] for information about IC Customizing

IC Administration and Reporting [SAP Library] for information about additional settings not included inCustomizing and reporting

IC Application [SAP Library] for information about how you might use IC



�%DVLF�&,&�6HWWLQJVThis section contains all the basic Customer Interaction Center (CIC) settings that are necessary toconfigure this business process.

�,&�)UDPHZRUN

'HILQLWLRQ

A program that determines the front office configuration, based upon the Interaction Center (IC) profile.The framework includes the available functions for the agent as well as the location and what orderthey are found on the IC screen.

8VH

The framework is assigned to the IC profile [Page 157]. When the agent logs into the IC, the profile isdetermined from the agent’s organizational structure [SAP Library]. The IC profile is inherited from thelowest-level organizational object, however, the framework is inherited from the highest-levelorganizational structure.

)UDPHZRUN�([DPSOH

SalesDivision

SalesRepresentative

Jose Vega

CIC Profile AFramework A

CIC Profile BFramework B

CIC Profile BFramework A

Agent -RVH�9HJD�inherits Framework A from the organization unit, 6DOHV�'LYLVLRQ, and ICProfile B from the position, 6DOHV�5HSUHVHQWDWLYH.

We recommend only defining and using one framework per organizational structure.

The agent only sees components which:

• Are configured in the framework

• Have a component profile defined in the IC profile

6WUXFWXUH

The framework consists of:

•� Framework title

•� Components

− Visible components [SAP Library]

Those components which the user sees.

− Hidden components [SAP Library]



Those components which the user does not see, but are technically needed to help thevisible components work.

In addition to the standard components, custom-built components can be configured in the ICframework in the navigation and application areas. To create your own components, see Customizingfor the ,QWHUDFWLRQ�&HQWHU under &XVWRPHU�6SHFLILF�6\VWHP�0RGLILFDWLRQV�IRU�,& → 'HILQH�&XVWRPHU�6SHFLILF�&RPSRQHQWV.

The framework can include up to seven visible components. Each component occupies one slot of theframework. The framework allows flexibility in adding components to several different slots.

&RPSRQHQWV�DQG�3RVVLEOH�6ORWV�LQ�)UDPHZRUN

9LVLEOH�&RPSRQHQW /�6KDSHGZLWK�&DOO6WDWH

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Business partner search 1 1

Agent dashboard 2, 3, 4 3

Broadcast messaging 2, 3, 4 3

Call state 2, 3, 4

Quick keys 2, 3, 4 3

Reminder scripting 2, 3, 4 3

Slim action box 2, 3, 4 4 (plus variant), 3

Navigation area 5 5

Application area 6 6

Action box*

Business data display**

Interactive scripting**

* As of mySAP CRM Release 2.0, we recommend only using the slim action box.

** We recommend using these components in the workspaces of the application area instead.

The framework can be configured three ways:

•� L-shaped with call state

Slot 6

Slot 5

Slot 3

Slot 1 Slot 2

Slot 4

•� L-shaped without call state



Slot 6

Slot 5

Slot 4

Slot 1 Slot 3

•� Vertical

Slot 6

Slot 5

Slot 4

Slot 1

Slot 2

Slot 3

As of mySAP CRM Release 2.0, we recommend only using one of the L-shaped frameworks.

Slot 7, which holds the component container, can also be added to the bottom of each framework.

There are default frameworks available.

For more information about defining IC framework, see the Implementation Guide (IMG) activity&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→ ,QWHUDFWLRQ�&HQWHU�→ 'HILQLWLRQ�RI�)URQW�2IILFH�)UDPHZRUN�



�&UHDWLQJ�D�)UDPHZRUN�7LWOH

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You can create one or more customized titles for the Customer Interaction Center application. In thenext step, the title is assigned to a framework.

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,PSOHPHQWDWLRQ�*XLGH��,0*�PHQX

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ

&HQWHU�→�'HILQLWLRQ�RI�)URQW�2IILFH�)UDPHZRUN�→�0DLQWDLQ:LQGRZ�7LWOH

7UDQVDFWLRQ�FRGH &50&B&,&B7,7/(B7(;76

For more information, see the IMG documentation.

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The framework determines which components are available and where they are located in theCustomer Interaction Center (CIC) application. You create and define a framework, assign theframework to a title that you created in the previous step, and then later assign the framework to a CICprofile.

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&HQWHU�→�'HILQLWLRQ�RI�)URQW�2IILFH�)UDPHZRUN�→�0DLQWDLQ)UDPHZRUN�,'�DQG�3DUDPHWHUV

7UDQVDFWLRQ�FRGH &50&B&,&B):B0$,17$,1

In your framework, include all the relevant visible and hidden components for each function that youwant to use in the CIC.




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You configure workspace profiles to determine which visible components are found in the navigationand application areas within the framework of the Customer Interaction Center (CIC). These profilesare later assigned to the CIC Profile.

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&HQWHU�→�&RPSRQHQW�&RQILJXUDWLRQ�→�9LVLEOH�&RPSRQHQWV�→'HILQH�3URILOH�IRU�$XWRPDWLFDOO\�&UHDWHG�:RUNVSDFHV

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Agents can use the action box to execute business transactions quickly on the Interaction Center (IC)screen. The action box is essentially a collection of shortcuts to available functions or transactionswithin mySAP CRM and Enterprise R/3.

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The action box is highly customizable. Your system administrator can create links to the functions ortransactions that IC agents use the most.

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The system administrator has made the proper settings in Customizing. For more information, seeConfiguring Your Action Box [Page 146].

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,QIRUPDWLRQ�([FKDQJH�WR�DQG�IURP�WKH�,&�6FUHHQ

The system transfers information from the IC screen to the transactions called up using theseshortcuts. Information can also be returned from the transaction to the IC screen.

For example, the system administrator could configure the action box so that when agents use theshortcut to the sales order transaction, the system copies the business partner information from theBusiness Data Display (BDD) into the sales order. When the agent has completed the sales order, thesystem returns the sales order object into the BDD.

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You can call up the shortcuts defined for the action box right from the keyboard using predefinedfunction keys. Function keys are defined by the system administrator.

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A dialog box appears when you call up a shortcut. You can change the preset parameters or simplyconfirm them.

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Action box transactions appear in a separate session.



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If your system administrator has set up your action box to transfer information from IC intothe shortcut, select the object that you want to be transferred in the BDD before selectinga shortcut from the action box.

You can access the shortcuts your system administrator has defined as follows:

6OLP�DFWLRQ�ER[�

• Choose the shortcut group button to use the shortcut defined as the default for that group.

• Select the desired shortcut in the dropdown box for the shortcut group button.

6WDQGDUG�DFWLRQ�ER[ �

• Select the tab for the relevant shortcut group and choose the icon for the shortcut you want to use.

− Select $V\QFKURQRXV if you want the transaction to appear in a separate session.

− Select 3DUDPHWHU if you want the system to display a dialog box where you can verify orchange the predefined parameters.

*As of mySAP CRM release 2.0, we recommend only using the slim action box.

2WKHU�DFFHVV�PHWKRGV�

• Enter the transaction code (maximum 4 characters) in the unmarked field on the far left side of theaction box.

You can find transaction codes by selecting the dropdown box for group shortcut buttons inthe slim action box or in the &DOO field of the standard action box.

• Use the appropriate function key defined for the shortcut you want to access.

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Context Menus for Customer History and Business Data Display [SAP Library]

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The system administrator must make the settings listed below in Customizing before agents can usethe action box function. These settings define the appearance and functions of the action box in theInteraction Center (IC).

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The system administrator has:

• Assigned all agents who are to use this function to positions or organizational units inorganizational management.

To access organizational management options from the SAP Menu, choose ,QWHUDFWLRQ�&HQWHU

→�$GPLQLVWUDWLRQ��→�,&�6WUXFWXUH.

• Assigned the IC profile to the positions or organizational units.

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1. Access the activity 0DLQWDLQ�)UDPHZRUN�,'�DQG�3DUDPHWHUV in Customizing for the ,QWHUDFWLRQ&HQWHU, and include the following components in the framework:



− Slim action box or action box* (visible component)

− Action box (hidden component)

*As of mySAP CRM Release 2.0, we recommend only using the slim action box.

2. If you want to link to a transaction in an Enterprise R/3 system, then access the activity 0DLQWDLQ/RJLFDO�6\VWHP�IRU�$FWLRQ�%R[�7UDQVDFWLRQV.

3. Create a configuration profile in the activity 'HILQH�&RQILJXUDWLRQ�3URILOH�IRU�$FWLRQ�%R[.

4. Access the activity 0DLQWDLQ�,&, and add slim action box or action box profile category, dependingon the action box style you included in your framework. Specify the profile you created in step 3.

5HVXOW

The action box appears on agents’ IC screens. It includes the transactions and options that the systemadministrator defined.

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Context Menus for Customer History and Business Data Display [SAP Library]

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This component guides agents through customer interactions by moving through a series of steps.These steps may include questions with predefined answers, business transactions, Web documents,or any other activities within the Interaction Center (IC).

If you want to use the Interaction Wizard script, which guides agents through the steps involved insimple activity creation, see SAP Note 501119.

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1. Define all the interactive scripts you need, including the related system actions, as described inMaintaining Interactive Script Structures [Page 149].

2. Assign these scripts to profiles in Customizing for the ,QWHUDFWLRQ�&HQWHU in 'HILQH�,QWHUDFWLYH6FULSWLQJ�3URILOH.

3. Add the interactive scripting component and profile you want to use to the IC profile inCustomizing for the ,QWHUDFWLRQ�&HQWHU in 'HILQH�,&�3URILOH.

4. To ensure that scripts appear for all designated agents, be sure to assign these agents topositions or organizational units that you have set up in organizational management. To accessorganizational management options from the SAP Easy Access Menu, choose ,QWHUDFWLRQ�&HQWHU

→�$GPLQLVWUDWLRQ�→�,&�6WUXFWXUH. Make sure that you have assigned a IC profile to the position ororganizational unit you want to use.



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You can create, display, or change script texts for both reminder scripting and interactive scripting.

0DLQWDLQLQJ�6FULSW�7H[WV

1. From the SAP Menu, choose ,QWHUDFWLRQ�&HQWHU�→�$GPLQLVWUDWLRQ�→�6FULSWLQJ�→�0DLQWDLQ�6FULSW7H[WV.

2. On the screen that appears, enter a text name, text ID, and the language. If you want to use a textin reminder scripting, you can use text ID &,&6 or 67. For interactive texts, you must use 67.

3. Choose 'LVSOD\, &KDQJH, or &UHDWH.

4. On the screen that appears, maintain the text of your question.

If you want to use an HTML document, type the URL in the first line of the text, preceded bythe command URL (for example, URL HELP.SAP.COM).

If you want to include variables in the script text, type the variable name inside squarebrackets within the text (for example, [userID_01]). Variable names are case sensitive. Forinformation about creating variables, see Maintaining Script Variables [Page 148].

5. Save your data.

6. Repeat this procedure for each text that you want to use in your script.

�0DLQWDLQLQJ�6FULSW�9DULDEOHV

&UHDWLQJ�D�1HZ�6FULSW�9DULDEOH

1. From the Interaction Center (IC) $GPLQLVWUDWLRQ menu, choose 6FULSWLQJ → 0DLQWDLQ�YDULDEOHV.

2. Choose 1HZ�HQWULHV.

3. Enter a unique variable name in the 9DULDEOH�field.

4. Enter either a fixed value, a system field name, call-attached data object and display attribute, or afunction module name (for a custom-built function) to map to the variable in the appropriate field.

You can use the following system field names:

− 6\�GDWXP (current date)

− 6\�GDWOR (local date for user)

− 6\�X]HLW (time)

− 6\�WLPOR (local time for user)

− 6\�XQDPH (user name from SAP logon)

You must use the following for a custom-built function:

− Importing parameter: variable_name (12 characters)

− Exporting parameter: value (255 characters)

− Exceptions: others



&KDQJLQJ�D�6FULSW�9DULDEOH

1. From the Interaction Center $GPLQLVWUDWLRQ menu, choose 6FULSWLQJ → 0DLQWDLQ�YDULDEOHV.

2. Choose the variable you want to change and then choose 'HWDLOV.

3. Change the variable as needed and save your entries.

�0DLQWDLQLQJ�,QWHUDFWLYH�6FULSW�6WUXFWXUHV

To access the ,QWHUDFWLYH�6FULSWLQJ�(GLWRU screen from the SAP Menu, choose ,QWHUDFWLRQ

&HQWHU�→�$GPLQLVWUDWLRQ�→�6FULSWLQJ�→�0DLQWDLQ�,QWHUDFWLYH�6FULSW�6WUXFWXUHV.

0DLQWDLQLQJ�6FULSW�7H[WV

See Maintaining Script Texts [Page 147].

&UHDWLQJ�1HZ�6FULSWV

1. On the ,QWHUDFWLYH�6FULSWLQJ�(GLWRU screen, choose &UHDWH.

2. Enter a numeric script ID, a description, and validity time frame. Set the status to 5 (active).

A complete script consists of one or more nodes. The first node you create is always a rootnode, which appears as a red box on the screen. The root node "anchors" the script structurein the Interaction Center (IC). To expand the script structure by adding more nodes, see&UHDWLQJ�1HZ�1RGHV.

3. Save your data.

&UHDWLQJ�1HZ�1RGHV

1. On the ,QWHUDFWLYH�6FULSWLQJ�(GLWRU screen, select the script you want to change, and choose (GLW.

2. Click the yellow node (question node) or the blue node (end node) in the detail area.

3. Move the pointer to the drawing area of the screen and click where you want to place the node.

$VVLJQLQJ�4XHVWLRQV�WR�1RGHV

1. On the ,QWHUDFWLYH�6FULSWLQJ�(GLWRU screen, select the script you want to change, and choose (GLW.

2. Select the node for which you want to define a question and choose 5HDVVLJQPHQW.

On the screen that appears, if you want to reuse an existing text, select the folder, select thetext, and choose (QWHU. Otherwise, continue with step 3 to create a new text.

3. Choose &UHDWH�D�1HZ�4XHVWLRQ.

4. Enter a numeric question ID and a description. Select the value function&50B70B9$/B75$16/$7(. This value function displays the text in interactive scripting.

5. If you want to mark the question as read only, select 4XHVWLRQ�/RFNHG.

6. In the 6$3�6FULSW�1DPH field, enter the text name of a question that you created previously. Formore information, see Maintaining Script Texts [Page 147]. Choose (QWHU.

A message appears confirming that the question was saved.



2UJDQL]LQJ�4XHVWLRQV

1. On the ,QWHUDFWLYH�6FULSWLQJ�(GLWRU screen, select the script you want to change and choose (GLW.

2. Select a node and choose 5HDVVLJQPHQW.

3. Choose &UHDWH�)ROGHU.

4. Enter a name for the new folder and choose (QWHU.

5. Select the 8QFODVVLILHG folder.

6. Select the desired question and drag it to a folder.

/LQNLQJ�1RGHV�ZLWK�DQ�$QVZHU�&RQQHFWRU


2. Choose &RQQHFW.

The cursor becomes a pencil when you position it within the drawing area. To cancel, click onany empty part of the drawing area.

3. Move the cursor so that it touches one of the nodes you want to connect. Drag the pencil toconnect that node to another node.

When you release the pencil, a connecting line appears. This line is called the answerconnector.

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2. Double-click the question mark above an existing answer connector.

In the screen that appears, notice that the question IDs of the questions that you linked usingthis answer appear in the &RQWH[W section of this dialog box.

3. If you find an existing answer that is sufficient, select it and choose (QWHU. Otherwise, continuewith step 4.

4. Select &UHDWH�D�1HZ�$QVZHU.

5. Enter the answer text and select an action type and action that you want to trigger when thisanswer is selected during IC execution. The following action types are available:

− CIC-EV STOP_SCRIPT

Use with the last answer

− CIC-EV EXIT_TO_SCRIPT <script no>

Use to execute another script

− CIC-OK <OK CODE>

Use to execute an OK code in the Interaction Center

− CIC-AB <Action Box call>

Use to execute an action box call

&UHDWLQJ�4XHVWLRQV�DQG�$QVZHUV�LQ�0XOWLSOH�/DQJXDJHV

1. Create and check an interactive script in the original language.

2. In the 0DLQWDLQ�6FULSW�7H[WV transaction (CIC9), create new question texts in the second language.Each of these texts must have the same name and text ID as the corresponding original text.

3. To maintain the answers in a second language, you must first log off and log on again in thesecond language.

4. Use the ,QWHUDFWLYH�6FULSWLQJ�(GLWRU to maintain the answer texts in the second language asdescribed above.



&KHFNLQJ�WKH�6FULSW


2. Choose &KHFN�6FULSW.

If the script contains errors, the system displays an error report.

3. Correct any errors and save the script.

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Use this step to group interactive scripts into profiles.

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The Business Partner (BP) Search in the Interaction Center (IC) allows you to find, display, change, orcreate contact information for a business partner. There are two visible component slots [SAP Library]on the screen where you can use this function:

• %XVLQHVV�3DUWQHU

Visible component [SAP Library] where you specify search criteria and run the search. Thisfunction always appears in slot one of the framework.

• %3�6HDUFK

Extended search workspace [SAP Library] that can be launched from the action box or appearautomatically in the application area. You can use one or both of the following availableworkspaces:

− Employee search workspace

Finds employee information.

− Business partner search

Finds contact person, customer, and installed base (IBase) information. You can searchfor several different objects of different types, such as company and contact person, at thesame time. You can also use multiple business partner attributes or IBase componentattributes as search criteria. This workspace contains a business partner creation function.



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Your system administrator has:

• Completed the appropriate Interaction Center (IC) setup activities [SAP Library].

• Made the appropriate settings in Customizing for the ,QWHUDFWLRQ�&HQWHU in 'HILQH�&RQILJXUDWLRQ3URILOH�IRU�$FWLRQ�%R[ or 'HILQH�3URILOH�IRU�$XWRPDWLFDOO\�&UHDWHG�:RUNVSDFHV, depending onwhether you want one or both of the %3�6HDUFK workspaces to appear automatically or beassigned in the action box.

)HDWXUHV

6FUHHQ�(OHPHQWV

'LVSOD\�+LWOLVW�(in the�%3�6HDUFK area)�or 3LFN�5HODWHG�%XVLQHVV�3DUWQHU (in the %XVLQHVV3DUWQHU�area)

Retrieves information about a related business partner. For example, if the contact is a contact personfor a company, you can use this function to retrieve the company’s business partner data.

6DYH

Saves updated business partner data or new business partners created directly in the IC using thelean method. For more information, see Searching for Business Partners [Page 153].

)LQG�%XVLQHVV�3DUWQHU

Searches the system for existing business partner records.

5HVHW�$OO�)LHOGV

Clears all business partner search fields in preparation for a new search.

&RQILUP�6HDUFK�'DWD

Confirmation is a central function in the IC. It prompts the system to retrieve and display data for theselected business partner and passes the business partner data to subsequent functions, such as theBusiness Data Display.

Confirmation occurs automatically if you selected $XWR�&RQWLQXH in Customizing for the ,QWHUDFWLRQ&HQWHU in activity 'HILQH�3URILOHV�IRU�6HDUFK�6WUDWHJLHV.

&UHDWH�1HZ�%XVLQHVV�3DUWQHU

Links to the transaction for creating business partners, where you can enter complete details for a newbusiness partner.

&UHDWH�1HZ�&RQWDFW�3HUVRQ

Links to the transaction for creating contact persons, where you can enter complete details for a newcontact person. The system automatically creates the relationship to the business partner whoseinformation currently appears in the IC.

'LVSOD\�$OO�3DUWQHUV�$VVRFLDWHG�ZLWK�1XPEHU

Displays a list of business partners that are related to the current customer’s telephone number.

8SGDWH�3KRQH�1XPEHU

Allows you to change the current customer’s telephone number.

'LUHFW�GDWD�PDLQWHQDQFH�LQ�WKH�EXVLQHVV�SDUWQHU�VHDUFK�ZRUNVSDFH

You can add or change certain attributes of business partners in the search component directly,without accessing the standard business partner maintenance transaction. For more information, seeSearching for Business Partners [Page 153].

Your system administrator can specify certain default values (such as role, category) for the creationof new business partners from the IC by including them in a search profile, which is created inCustomizing for the ,QWHUDFWLRQ�&HQWHU in 'HILQH�3URILOHV�IRU�6HDUFK�6WUDWHJLHV.



Your system administrator can maintain other attributes by including them in the HTML pagerepresenting the screen for the Business Partner search (see +70/�EDVHG�FRQILJXUDWLRQ�RI�WKH�XVHULQWHUIDFH�below).

+70/�EDVHG�FRQILJXUDWLRQ�RI�WKH�XVHU�LQWHUIDFH

The user interface of the business partner search component is based on HTML templates whichdefine the layout of the search, display, and maintenance attributes of searchable object types. Defaulttemplates are available for your system administrator to copy and modify to create personalizedlayouts for your user interface. Your system administrator can choose which template to use andwhich information from the search will appear in the HTML template in Customizing for the ,QWHUDFWLRQ&HQWHU in:

• 'HILQH�3URILOHV�IRU�6HDUFK�6WUDWHJLHV

• 'HILQH�&XVWRPHU�6SHFLILF�6HDUFK�&RQWURO

To modify the default templates, use the SAP Web Repository (transaction 60:�). For moreinformation, see Web Object Maintenance [SAP Library].

6HH�DOVR�

Fact Sheet [SAP Library]

�6HDUFKLQJ�IRU�%XVLQHVV�3DUWQHUV

6HDUFKLQJ�%\�0DLQ�%XVLQHVV�3DUWQHU��&RPSDQ\�

1. Access the ,QWHUDFWLRQ�&HQWHU��,&� screen.

2. Search for the main business partner for the interaction (usually a company).

In the %3�6HDUFK workspace in the application area, you can use the installed base [SAPLibrary] (IBase) search to search by business partner address for product information.

A customer calls to report a problem with one of the copiers they bought from yourcompany, but does not have the product number. You can enter the company’s physicaladdress and the IBase search will find product information about all copiers you have soldthis customer that are located at the given address.

3. If your first search does not find the business partner, choose 5HVHW�$OO�)LHOGV to clear the fieldsand start a new search.

4. Select the correct contact from the list of contacts for that company in order to display thecontact’s data. If there is only one contact for the company, that contact will be displayedautomatically.

5. Continue with step 5 below.

6HDUFKLQJ�%\�%XVLQHVV�3DUWQHU��&RQWDFWV�1DPH�

1. Access the ,QWHUDFWLRQ�&HQWHU screen.

2. Search for the contact person’s name.

In the %3�6HDUFK workspace in the application area, you can use the IBase search to searchby business partner address for product information (see example above).

3. If your first search does not find the business partner, choose 5HVHW�$OO�)LHOGV to clear the fieldsand start a new search.

4. If more than one business partner in the system has the telephone number recognized by theAutomatic Number Identification (ANI), the words "non-unique" appear next to the telephone



number. Choose 'LVSOD\�$OO�3DUWQHUV�$VVRFLDWHG�ZLWK�1XPEHU to get a list of all business partnersassociated with this number.

5. When you have found the correct contact in the system, choose &RQILUP�6HDUFK�'DWD.

The system passes the business partner’s data to subsequent functions in the system, suchas activities or the Business Data Display (BDD).

6. If a business partner does not exist in the system yet, you can create a new business partner rightfrom the %3�6HDUFK workspace by entering business partner information and choosing 6DYH.

This lean method of business partner creation allows you to create business partners rightfrom the IC by only recording a limited amount of business partner information. In addition toany information you enter in the fields on the %3�6HDUFK screen, the system also prompts youto enter the partner category, grouping, and business partner role.

If you want to enter more business partner details, access the business partner maintenancetransaction by choosing &UHDWH�1HZ�%XVLQHVV�3DUWQHU or &UHDWH�1HZ�&RQWDFW�3HUVRQ.

7. You can update business partner data by simply changing information on the %3�6HDUFKworkspace and choosing 6DYH.

6HH�DOVR�

Business Partner Search [Page 151]

Fact Sheet [SAP Library]

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The alert modeler combines system resources intelligently to guide agents during customerinteractions. It uses information and transactions already available in the system to determine stepsthat agents should take at different points in customer interactions and then prompts them to takethese steps.

,QWHJUDWLRQ

The alert modeler incorporates BW information, IC components, and CRM system transactions.Specifically, the alert modeler checks all customer information both in the Customer RelationshipManagement (CRM) system and in the Business Information Warehouse (BW). If it finds informationthat could affect the current interaction, it alerts agents by automatically opening transactions ordisplaying script texts.

For example, if customers have used Interactive Voice Response (IVR) to indicate that they want toplace an order, the &UHDWH�2UGHU transaction can be opened automatically by the alert modeler. Thealert modeler can also prompt agents to mention information related to business partners or theiraccounts. For example, based on a customer’s account data (such as open orders), the alert modelercan display a message in the scripting component suggesting that the agent inform the customerabout the order status.

3UHUHTXLVLWHV

In Customizing for the ,QWHUDFWLRQ�&HQWHU, you have maintained a framework ID in 0DLQWDLQ�)UDPHZRUN,'�DQG�3DUDPHWHUV and assigned that framework ID to an IC profile you have created in 0DLQWDLQ�,&3URILOH�

You have assigned all agents who are to use the alert modeler to positions or organizational units thatyou have set up in organizational management. To access organizational management options fromthe SAP Easy Access Menu, choose ,QWHUDFWLRQ�&HQWHU�→�$GPLQLVWUDWLRQ��→�,&�6WUXFWXUH. Make surethat you have assigned your IC profile to the position or organizational unit you want to use.

You must have a BW system integrated into your system in order to use analytical information fromBW.



$FWLYLWLHV

1. Define which events, data objects and functions you want to be available to the alert modeler bydefining a meta model [SAP Library].

In most cases, a copy of SAP’s default meta model should be sufficient, but it is also possibleto create your own meta model. You can copy the default meta model or create your own inCustomizing for the ,QWHUDFWLRQ�&HQWHU in activity 'HILQH�&XVWRPHU�6SHFLILF�0HWD�0RGHO.

2. If you want to incorporate data from the Business Information Warehouse (BW), define theinformation the alert modeler should retrieve.

You do this in Customizing for the ,QWHUDFWLRQ�&HQWHU in:

− 0DLQWDLQ�$WWULEXWHV�DQG�6HOHFW�%:�.H\�)LJXUHV�IRU�%XVLQHVV�3DUWQHUV

− 'HILQH�5HWULHYDO�3URILOH�IRU�%XVLQHVV�3DUWQHU�$WWULEXWHV

3. Define when the system is to retrieve information and what the system reaction to this informationis to be by maintaining an alert modeler profile in Customizing for the ,QWHUDFWLRQ�&HQWHU in0DLQWDLQ�$OHUW�0RGHOHU�3URILOH.

4. Assign the $OHUW�0RGHOHU�1R�&RQWURO�component (ALRT_MODLRX) to your framework ID inCustomizing for the ,QWHUDFWLRQ�&HQWHU in�0DLQWDLQ�)UDPHZRUN�,'�DQG�3DUDPHWHUV.

5. Change your IC profile by adding the alert modeler component and selecting an alert modelerprofile for it.

You do this in Customizing for the ,QWHUDFWLRQ�&HQWHU in 0DLQWDLQ�,&�3URILOH.

([DPSOH

You define a framework ID that includes the $OHUW�0RGHOHU�1R�&RQWURO�component in 0DLQWDLQ)UDPHZRUN�,'�DQG�3DUDPHWHUV� You define your IC profile in 0DLQWDLQ�,&�3URILOH� Sharon works as asenior-level sales and service agent in your interaction center. You add her name to your sales andservice organization or position in 2UJDQL]DWLRQDO�0DQDJHPHQW. You also assign your IC profile to thatorganizational unit or position in 2UJDQL]DWLRQDO�0DQDJHPHQW.

You define in 'HILQH�5HWULHYDO�3URILOH�IRU�%XVLQHVV�3DUWQHU�$WWULEXWHV that the alert modeler is to lookup leisure activities, number of children, and sales volume for each business partner. The systemlooks up this information in the CRM system and in BW, as you have defined in 0DLQWDLQ�$WWULEXWHVDQG�6HOHFW�%:�.H\�)LJXUHV�IRU�%XVLQHVV�3DUWQHUV� You define in 0DLQWDLQ�$OHUW�0RGHOHU�3URILOH thatthe system is to retrieve this information whenever an agent confirms a business partner and that thealert modeler will then use this information to display any relevant messages to the agent. You addthis alert modeler profile to the IC profile in 0DLQWDLQ�,&�3URILOH�

Sharon confirms a business partner. The system obtains the information above from the target groups,attribute sets, and BW attributes, and adds it to an internal table. This list shows the system that thisbusiness partner plays golf, has 3 children, has a sales volume between $150-200 billion, and pays allbills within 2 days. The alert modeler uses this data to display the following scripts on Sharon’s screen:

• Mention our "Golf Getaway" bonus offer effective until the end of the month.

• One of our best customers - Be especially courteous.



�&RS\LQJ�WKH�'HIDXOW�0HWD�0RGHO

8VHDefine which events, data objects and functions you want to be available to the alert modeler bydefining a meta model.

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&HQWHU�→�&XVWRPHU�6SHFLILF�6\VWHP�0RGLILFDWLRQV�IRU�&,&�→'HILQH�&XVWRPHU�6SHFLILF�0HWD�0RGHO

7UDQVDFWLRQ�FRGH &50&B&,&B$0B0(7$

1. Select the default meta model (6$3�'HIDXOW�.

2. Choose &RS\�

3. In the dialog box that appears, enter a new name and description.

4. Choose &RS\�

�6HOHFWLQJ�,QIRUPDWLRQ�WR�8VH�LQ�WKH�$OHUW�0RGHOHU

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If you want to incorporate data from the Business Information Warehouse (BW), define the informationthe alert modeler should retrieve.

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&HQWHU�→�&RPSRQHQW�&RQILJXUDWLRQ�→�+LGGHQ�&RPSRQHQWV�→$OHUW�0RGHOHU�→�0DLQWDLQ�$WWULEXWHV�DQG�6HOHFW�%:�.H\�)LJXUHVIRU�%XVLQHVV�3DUWQHUV

7UDQVDFWLRQ�FRGH &50%:B&,&B$775,%87(6


�'HILQLQJ�D�5HWULHYDO�3URILOH

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Define where the alert modeler should look to find the information you want it to retrieve.

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&HQWHU�→�&RPSRQHQW�&RQILJXUDWLRQ�→�+LGGHQ�&RPSRQHQWV�→$OHUW�0RGHOHU�→�'HILQH�5HWULHYDO�3URILOH�IRU�%XVLQHVV�3DUWQHU$WWULEXWHV

7UDQVDFWLRQ�FRGH &50&B&,&B%3B352),/(




�'HILQLQJ�D�3URILOH��$OHUW�0RGHOHU�

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Define when the system is to retrieve information and what the system reaction to this informationshould be in the alert modeler profile.

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&HQWHU�→�&RPSRQHQW�&RQILJXUDWLRQ�→�+LGGHQ�&RPSRQHQWV�→$OHUW�0RGHOHU�→�0DLQWDLQ�$OHUW�0RGHOHU�3URILOH

7UDQVDFWLRQ�FRGH &50&B&,&B$0B352),/(


�'HYHORSLQJ�<RXU�2ZQ�)XQFWLRQV�IRU�WKH�$OHUW�0RGHOHU

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In order to expose your own functions to the alert modeler, you need advanced knowledge ofJavaScript and ABAP programming (especially in ABAP OO).

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For a description of this procedure, access the Implementation Guide (IMG) documentation for&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�&RPSRQHQW�&RQILJXUDWLRQ�→+LGGHQ�&RPSRQHQWV�→�$OHUW�0RGHOHU�→�0DLQWDLQ�$OHUW�0RGHOHU�3URILOH��Within this documentation,choose the link SURJUDP�\RXU�RZQ�IXQFWLRQV.

�,&�3URILOH

'HILQLWLRQ

The Interaction Center (IC) profile specifies the layout of the IC desktop and the components andtransactions it includes. You can create IC profiles for agents, a group of agents, or for anorganization. You create a IC profile in the Implementation Guide (IMG).

,QWHJUDWLRQ

A IC profile links together a framework ID, a set of components, and their profiles. You can link it to anorganizational unit or position in an organizational structure. It is possible to assign more than one ICprofile to one user or agent. Logical inheritance carries the IC profile to the lower-level nodes in thestructure, unless they contain their own IC profile. For example, the settings in the IC profile at agentlevel have highest priority, followed by processing group, and so on. This enables you to createprofiles based on user roles in an organization. For IC to function correctly, IC profiles that are aboveeach other in the organizational structure must have the same framework ID.

Grouping agents, for example by skills, role, or work area, and specifying a IC profile on as high alevel in the organization as possible saves you time on data maintenance by not assigning a IC profileto each user.

An agent may have more than one role. In this case, the agent must select the role when theInteraction Center starts.



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The CIC profile defines the set of functions that you want to make available to one or more agents byassigning component profiles you created in prior steps, such as the framework, workspaces, actionbox, and interactive scripting. You can create different CIC profiles for different groups of agents.

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&HQWHU�→�'HILQH�&,&�3URILOH

7UDQVDFWLRQ�FRGH &,&2�(use the letter "O"; not the number zero)


�$VVLJQLQJ�&,&�3URILOH�WR�$JHQWV

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You assign a Customer Interaction Center (CIC) profile to an organizational object that an agentbelongs to, such as an organizational unit or a position. The agent inherits the CIC profile from theorganizational object. For example, you want all the sales agents to have the same profile, so youassign the profile to the sales organizational unit.

3URFHGXUH

6$3�PHQX &XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$GPLQLVWUDWLRQ�→�&,&�6WUXFWXUH

→�&KDQJH�2UJDQL]DWLRQ�DQG�6WDIILQJ

7UDQVDFWLRQ�FRGH 3320:

1. Search for the organizational object that you want to make the assignment to.

2. Select the object in the organizational structure.

3. Choose *RWR → 'HWDLO�2EMHFW�→�(QKDQFHG�2EMHFW�'HVFULSWLRQ.

4. Choose &,&�3URILOH�infotype.

5. Choose &UHDWH.

6. Enter validity dates of the assignment.

7. Enter the CIC profile.

8. Choose 6DYH.

For more information, see Organizational Management in the CRM System [SAP Library].



�%XVLQHVV�5RXWLQJMake the necessary settings for business routing in the implementation guide under &XVWRPHU

5HODWLRQVKLS�0DQDJHPHQW�→ &XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�%XVLQHVV�5RXWLQJ�

Work through the following steps in Customizing:

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�%XVLQHVV�5RXWLQJ�→ 'HILQH5)&�'HVWLQDWLRQ

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�%XVLQHVV�5RXWLQJ�→ 0DLQWDLQ7LPH�3HULRG�$VVLJQPHQW�IRU�6HDUFK�LQ�/RFDWRU

Information about the relevant settings is available in the IMG documentation.

�%XVLQHVV�5RXWLQJ�$UFKLWHFWXUH

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Business routing consists of several levels: The application level, which provides functions for theselection and routing-oriented evaluation of business data, and the communication level, whichtransfers data from the CRM Online Application to an external routing system. An external routingsystem has to be connected using a routing gateway that supports the Business Routing Interface. Forinformation as to which routing gateways are certified for the Business Routing Interface, see theSoftware Partner Program Web page (http://sap.com/spp/).

%XVLQHVV�URXWLQJ�DSSOLFDWLRQ�� !"�#�� $�#�&%

%XVLQHVV�URXWLQJ�FRPPXQLFDWLRQ

5)&�LQWHUIDFH

5RXWLQJ�V\VWHP�RI�&7,�V\VWHP�

RU�RI�PHVVDJH�VHUYHU

5RXWLQJ�JDWHZD\

�'�(��)�&!"*� �(��+��#-,��)��.��/)*� �&01�)2��3��45�6�&7��'�8�9�� )��:�� !#�#��

Provision of thebusiness datastored in the

CRM system forthe external

routing process

Readaccess to

theexportedroutingdata

The routing data export [SAP Library], which runs using the routing gateway, is used to providebusiness data stored in the SAP System as routing data in the external routing system.



$GPLQLVWUDWLRQ

The following graphic shows which settings you have to make in the individual components involved inbusiness routing:

Business routing application(Part of the SAP CRM applications)

Business routing communication(Part of SAP Basis)

Administration of the URXWLQJ�GDWD�H[SRUW in the SAP System

Preparation for the routing process:

Selection of business URXWLQJ�GDWD

Triggering of the routing data export

Routing system of the CTI system or of the fax or message server

Routing gateway

Administration of the routing gateway

Administration of the routing process

Selection of technical routing data

For information on the administration of the routing data export in business routing communication,see Setting Up the Routing Data Export [SAP Library].



�&UHDWLQJ�5)&�'HVWLQDWLRQV

3UHUHTXLVLWHV

To test the RFC connection, the routing gateway has to be operational and registered on the SAPGateway.

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1. Call transaction SM59.

2. Choose .

3. Specify the name and description of the RFC destination.

4. Specify T (TCP/IP connection) as the connection type.

5. Choose .

6. Choose 5HJLVWUDWLRQ.

7. Specify the program ID with which the routing gateway registers on the SAP Gateway (forexample, ROUTING).

8. Choose 'HVWLQDWLRQ�→ *DWHZD\�RSWLRQV.

9. Specify the gateway host and the gateway service for the SAP Gateway on which the routinggateway registers.

10. Choose 2�.�

11. Choose .

)LHOG ([DPSOH�HQWU\

RFC destination BR_OUT

Connection type T

Description Routing export

Activation type Registration

Program ID ROUTING

Gateway host hs1234.firm.com

Gateway service sapgw00

5HVXOW

The RFC destination is created. To test the RFC destination, choose�7HVW�FRQQHFWLRQ.



�&UHDWLQJ�5RXWLQJ�6HUYHUV1. Call Routing Server Administration (transaction SBCA).

2. Position the cursor on the entry 5RXWLQJ�VHUYHU in the navigation tree and choose .

3. Enter the following data in the detail area:

• Name of routing server

• RFC destination of external routing software

If you want to test the routing data export first without the connection to the externalsoftware, specify NONE. For more information, choose .

• The supported routing channels (for example, telephone calls and Internet mails)

4. After you have specified the RFC destination and carried out the RFC connection test, test theversion compatibility between the Business Routing Interface and the external routing software byexecuting a connection test [SAP Library]. To do this, choose &RQQHFWLRQ�WHVW�

5. Before you activate the server, select 6HUYHU�LQ�XVH� The prerequisite for this is that you haveexecuted the version compatibility test.

6. Choose .

�5RXWLQJ�7HVW

8VH

After the routing data export, you can test whether inbound inquiries are forwarded to the correctcontact persons. The routing test returns the routing decision of the external routing system to theattributes of an inquiry (for example, DNIS and ANI), using the exported data (for example, processinggroup list).

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All components required for business routing (routing servers, routing scenarios) are set up and therouting data export has been carried out.

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1. In Business Routing Administration (transaction SBCA), choose 8WLOLWLHV → 5RXWLQJ�WHVW.

2. Enter the data for the inbound inquiry:

− Sender address and sender type (for example, [email protected] and Internet mailaddress)

− Recipient address and recipient type (for example, [email protected] and Internet mailaddress)

− The routing server used to export the routing data that is to be tested

If you want to test the data of an inactive routing scenario, you have to specify thisexplicitly.

3. Choose 5RXWLQJ�WHVW.



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The business partner group in which the sender is contained and the appropriate processing group towhich the inquiry would be routed are displayed. For more detailed information, you can display thetrace for the routing test.

�4XHU\LQJ�WKH�2SHUDWLQJ�6WDWXV�RI�D�5RXWLQJ�*DWHZD\

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You can query and display the current operating status of the routing gateway from the SAP System.

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The external routing gateway has to support the query. This is the case with all of the routinggateways certified by SAP.

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1. In Business Routing Administration (transaction SBCA), position your cursor on the routing serverthat represents the routing gateway.

2. Choose 8WLOLWLHV�→ 6HUYHU�WUDFH�DQG�VWDWXV.

The current operating status of the routing gateway is displayed in the 6WDWXV frame of thesubsequent dialog box.

�'LVSOD\LQJ�DQG�6HWWLQJ�WKH�,QWHUQDO�7UDFH

8VH

Errors during the routing data export are always logged. Warnings and information can also be loggedfor test purposes or for error analysis.

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'LVSOD\LQJ�WKH�LQWHUQDO�WUDFH

1. In Routing Server Administration (transaction SBCA), choose 8WLOLWLHV → ,QWHUQDO�WUDFH → 'LVSOD\�

2. Choose whether you want to display the trace of the current day (select 7RGD\) or whether youwant to choose a trace according to user and/or time period (select :LWK�IROORZLQJ�VHOHFWLRQ andspecify the user and start time and end time).

3. Choose 'LVSOD\�LQWHUQDO�WUDFH�

A list of existing logs is displayed in the upper area of 7UDFH�'LVSOD\ (also called Log Display). If youdouble-click on an entry, the log messages are listed in the lower area.

In the 0HVVDJH�W\SH (icon) column of this list, the type of the message is displayed. The symbolsmean the following:

Information

Warning

Error



Clicking once on the symbol calls the long text of a message, clicking once on calls the detailsfor a message.

For more information on the functions, see Display Log [SAP Library].

6HWWLQJ�WKH�LQWHUQDO�WUDFH

1. In Routing Server Administration (transaction SBCA), choose 8WLOLWLHV → ,QWHUQDO�WUDFH → 6HWWLQJV.

2. Choose whether trace entries are to be written 2QO\�LI�DQ�HUURU�RFFXUV�or $OZD\V (that is, warningsand information are also to be logged).

3. Choose 6DYH�VHWWLQJ.

�6HWWLQJ�WKH�7UDFH�RI�D�5RXWLQJ�*DWHZD\

8VH

You can set the trace of the external routing gateway in the SAP System. You can then also displaythe trace in the SAP System.

If the trace is set from the SAP System, the trace of the external software is set to thelevel that the manufacturer has marked as optimal for error analysis. Existing tracesettings are overridden. If you deactivate the trace in the SAP System, the trace settingsof the external software are reset to the original value (for example, deactivated or set to alower level).

3UHUHTXLVLWHV

You can only set the trace from the SAP System if this is supported by the routing gateway. This is thecase for all of the routing gateways certified by SAP.

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3. In Business Routing Administration (transaction SBCA), position your cursor on the routing serverthat represents the routing gateway.

4. Choose 8WLOLWLHV�→ 6HUYHU�WUDFH�DQG�VWDWXV.

5. In the 7UDFH frame, specify 5RXWLQJ as the component.

In the dialog box, you can execute the following trace functions:

)XQFWLRQ 'HVFULSWLRQ

6HW�WUDFH�IRU�URXWLQJ�JDWHZD\ Choose $FWLYDWH�VXSSRUW�OHYHO.

'LVSOD\�WUDFH 1. Specify the required time period and, in the 7\SHfield, enter the required level of information (E forError, W for Warnings, I for Information).

2. Choose ,PSRUW.

3. For more information about an entry, click on themessage ID.

In the 6WDWXV�DQG�WUDFH�RI�H[WHUQDO�VRIWZDUHdialog box, a message ID can also beexplained.

5HVHW�WUDFH Choose 'HDFWLYDWH�VXSSRUW�OHYHO.



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Call Center agents must first be maintained in the CRM System before they can be set up in a routingscenario.

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The agent must be created as a user with the business partner role employee in the CRM System.

User-specific settings must also be maintained for the agent for SAPphone. Choose:&XVWRPHU�,QWHUDFWLRQ�&HQWHU��→�$GPLQLVWUDWLRQ��→�7HOHSKRQ\��→�0DLQWDLQ�$JHQW�6HWWLQJV�The 6$3SKRQH��$GPLQLVWUDWLRQ screen appears. Then, choose 8VHU�VHWWLQJV� The6$3SKRQH��8VHU�6SHFLILF�6HWWLQJV screen appears. Enter the necessary data in the &DOOFHQWHU�ORJRQ�GDWD subscreen.

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1. Choose: &XVWRPHU�,QWHUDFWLRQ�&HQWHU��→�%XVLQHVV�5RXWLQJ��→�5RXWLQJ�*URXSV�→�0DLQWDLQ$JHQWV�

The &KDQJH�9LHZ�³0DLQWHQDQFH�RI�DJHQWV�IRU�EXVLQHVV�URXWLQJ´��2YHUYLHZ screen appears.

2. Choose 1HZ�HQWULHV�

3. In the $JHQW field, enter the user name of the agent you wish to use in a routing scenario.

4. Select the ,QWHUQDO$J field if the agent is an employee maintained in the HR System.

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The agent created can be used in the routing scenario.

�'HILQLQJ�+5�4XDOLILFDWLRQV

8VH

You use this report to define the relevant qualifications of the Call Center agents for business routingin CRM.

The report consists of two steps. Only the first is executed in the CRM System. You can findinformation about the second step under Defining Qualifications [SAP Library].

3UHUHTXLVLWHV

You have defined the RFC destination for the connecting HR System in Customizing.

Menu path in the implementation guide: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��→�&XVWRPHU�,QWHUDFWLRQ

&HQWHU��→�%XVLQHVV�5RXWLQJ��→�'HILQH�5)&�'HVWLQDWLRQ�



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1. Choose: &XVWRPHU�,QWHUDFWLRQ�&HQWHU��→�%XVLQHVV�5RXWLQJ��→�5RXWLQJ�*URXSV�→�'HILQH�+54XDOLILFDWLRQV�

The 'HILQH�+5�TXDOLILFDWLRQV�DV�&50�UHOHYDQW��UHPRWH� screen appears.

2. Set the 6WDUW�+5�WUDQVDFWLRQ�flag.

3. Choose ([HFXWH.

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You switch to the relevant HR System. Here, select the CRM-relevant HR qualification in yourqualifications catalog.

�&UHDWLQJ�&50�$WWULEXWHV�IRU�+5�4XDOLILFDWLRQV

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With this report, all the qualifications for CRM are fetched from the HR System. The qualifications arethen saved as HR characteristics for business routing.

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You have defined the HR qualifications [Page 165].

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1. Choose: &XVWRPHU�,QWHUDFWLRQ�&HQWHU��→�%XVLQHVV�5RXWLQJ��→�5RXWLQJ�*URXSV�→�&UHDWH�&50$WWULEXWHV�IURP�+5�4XDOLILFDWLRQV�

The 'HILQH�+5�TXDOLILFDWLRQ�DWWULEXWH�JHQHUDWLRQ�IRU�EXVLQHVV�URXWLQJ screen appears.

2. Set the 6WDUW�WKH�UHSRUW�flag.

3. Choose ([HFXWH.

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You will receive a list of HR attributes which can be used for business routing.

�0DLQWDLQLQJ�$WWULEXWHV

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When you create profile templates, various attributes are combined, on the basis of which profiles androuting groups [SAP Library] can be selected.

3URFHGXUH

1. Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�%XVLQHVV�5RXWLQJ

→ 0DLQWDLQ�3URILOHV�DQG�$WWULEXWHV�

2. In the $WWULEXWHV�screen area, choose &UHDWH�$WWULEXWH�

3. Enter a name and a description for the attribute, for example, “hobby”.

4. Enter the necessary data in the attribute detail data. Under )RUPDW�DQG�9DOXDWLRQ� enter &KDUDFWHUIRUPDW as a data type, for example, and enter a maximum number under 1XPHULF�IRUPDW�



5. Enter the possible values for this attribute under $WWULEXWH�9DOXHV�IRU� Enter values for the hobby inthe $WWULEXWH�9DOXH�column, and, if necessary, a description, for example, read or swim.

6. Save your data.

You can only enter a description for an attribute if the data type is &KDUDFWHU�IRUPDW�

5HVXOW

You have created an attribute. You can now assign this attribute to a profile template. You can thencreate profiles on the basis of attribute sets. You can find further information about this underMaintaining Attribute Sets [Page 167].

�0DLQWDLQLQJ�$WWULEXWH�6HWV

8VH

The attribute set provides the basis for creating profiles. Attribute sets have “empty forms” with specificinput possibilities. These help you to gain information for specific requirements.

The actual profile is created when you enter the relevant data in this “form”.

3UHUHTXLVLWHV

You have created attributes. You can find further information about this under Maintaining Attributes[Page 166].

3URFHGXUH

1. Go to the SAP menu and choose &XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�%XVLQHVV�5RXWLQJ�→ 0DLQWDLQ3URILOHV�DQG�$WWULEXWHV�

2. Choose &UHDWH�DWWULEXWH�VHW�

3. Enter a name and description for the attribute set.

4. Choose the attributes that you created previously that you want the attribute set to contain, forexample, English, management skills.

5. Save your data.

6. To display the details on the attributes in the attribute set, double-click on the relevant attribute.The information on the attribute is displayed in the attribute detail data.

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You have created an attribute set, on the basis of which profiles are created. You can find furtherinformation about how to create profiles under Maintaining Profiles [Page 168].



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8VH

A profile is a list of attributes [Page 166] with the corresponding attribute values which describe abusiness partner’s “profile”. You enter these attributes in an attribute set [Page 167]. Businesspartners with similar attributes are assigned to the same profile.

You can only assign one attribute set to a profile.

3UHUHTXLVLWHV

You have created attribute sets. You can find further information about this under Maintaining AttributeSets [Page 167].

3URFHGXUH

1. Go to the SAP menu and choose &XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�%XVLQHVV�5RXWLQJ�→ 0DLQWDLQ3URILOHV�DQG�$WWULEXWHV�

2. Search for the required attribute set in the locator, and select it in the hit list.

The attribute set is displayed in the work area.

This attribute set specifies the selection criteria (attributes) which the business partner enterswhen creating the profiles.

3. In the 3URILOHV�screen area, choose &UHDWH�SURILOH�

4. Enter a name and description for the profile.

5. In the 3URILOHV�screen area, enter the corresponding values for the attributes displayed by thesystem.

You can find further information about an attribute by selecting the relevant attribute, and choosing$WWULEXWH�'HWDLO�

In order to enter several values for an available attribute, select the attribute in the list, and choose'XSOLFDWH�OLQH� You can then enter further values for this attribute.

6. Save your data.

If the data entered for this profile is identical to the data for an existing profile, you willreceive a message that the profile cannot be created. However, in order to create thisprofile, change one or several of the attribute values.

5HVXOW

The profiles you have created can be used as selection criteria, which are used to create routinggroups. You can find further information about this under Maintaining Routing Groups [Page 170].



�0DLQWDLQLQJ�5RXWLQJ�*URXSV

3XUSRVH

Processors and business partners must be grouped and assigned to profiles before you can carry outbusiness routing in the CRM Online System. These groups are described as routing groups [SAPLibrary]. When the routing scenario [SAP Library] is processed, the groups are assigned to each other,according to specific criteria.

6HH�DOVR�

Processing the Routing Scenario [SAP Library]

3UHUHTXLVLWHV

• You have maintained agents [Page 165] and business partners.

• You have created profiles. See Maintaining Profiles and Attributes [SAP Library].

3URFHVV�)ORZ

The creation of routing groups is a three-level process, which includes the following steps:

• Criteria used to select business partners and processors is defined

• Business partners and processors belonging to the relevant routing group are selected

• Profiles are assigned to business partners and processors

A routing group is a combination of specific selection criteria. It is also a combination of businesspartners and processors, who fulfill the relevant criteria in the routing group at a certain point in time.

You can choose the selection criteria so that you can include some routing groups and exclude others.

%DVH�VHOHFWLRQ: All the business partners in the age group 20-30

([FOXGH�URXWLQJ�JURXSV: Not the business partners belonging to routing groups A, B or C

1. Specify whether an processor [SAP Library] or a business partner group [SAP Library] is in therouting group.

2. Select the required profiles.

3. If applicable, exclude specific routing groups from the selection.

4. Assign business partners to the routing groups.

You can assign business partners PDQXDOO\�or by EDWFK�MRE�

Business partners – as long as they are assigned to a profile - added manually aredeleted by a selection report once the batch job has been carried out.

5. Assign the required processors to your routing groups.

You can either assign processors manually, by batch job, or automatically (via HRassignment). In the HR assignment, the relevant processors are fetched from the HR systemby remote function call (RFC), and the selection (batch job) is executed.

Processors – as long as they are assigned to a profile - added manually are deleted by aselection report once the batch job has been carried out.



6. Assign the processors and business partners to profiles that were previously assigned to therouting group via the attribute set.

5HVXOW

You have created a routing group for which selection criteria have been defined and the profiles havebeen assigned.

�6WHS��6HOHFW�3URILOHV�DQG�([FOXGH�5RXWLQJ�*URXSV

8VH

In the first step of processing routing groups, you specify the criteria according to which businesspartners and processors are selected.

3UHUHTXLVLWHV

• You have created profiles. You can find further information about this under Maintaining Profiles[Page 168].

• You are on the screen for maintaining routing groups. Go to the SAP menu and choose: &XVWRPHU

,QWHUDFWLRQ�&HQWHU�→�%XVLQHVV�5RXWLQJ�→�5RXWLQJ�*URXSV�→�0DLQWDLQ�5RXWLQJ�*URXSV�

3URFHGXUH

1. Specify whether an processor or a business partner group is in the routing group. Choose3URFHVVLQJ�JURXS�in the 5RXWLQJ�JURXS�screen area if you want the routing group to containprocessors. Choose %XVLQHVV�SDUWQHU�JURXS if you want the routing group to contain businesspartners.

2. Enter a name and description for the routing group.

6HOHFWLQJ�SURILOHV

3. Choose an attribute set on the 6HOHFWLRQ�tab page.

4. Set your cursor to %DVH�VHOHFWLRQ, and choose $GG�SURILOH�

5. Select one of the profiles offered.

If you choose 3URILOH�DWWULEXWHV� or execute a profile by double-clicking on it,�the attributes andattribute values are displayed for the selected profile in the right screen area.

6. Choose $GG�WR�EDVH�VHOHFWLRQ�or use drag-and-drop to move the required profile into the treestructure.

The system adds the profile to the tree structure.

In order to delete a single profile, set your cursor on the relevant profile and choose 'HOHWH�inthe context menu.

([FOXGLQJ�URXWLQJ�JURXSV

7. Choose $GG�5RXWLQJ�*URXS�

8. Choose the routing group(s) that you wish to exclude, and use drag and drop to move them to([FOXGH�URXWLQJ�JURXSV�

The system adds names and a description to the routing group(s).

In order to delete a single routing group, set your cursor on the relevant routing group andchoose 'HOHWH�in the context menu.



�6WHS��$VVLJQ�%XVLQHVV�3DUWQHUV�DQG�3URFHVVRUV�WR�D5RXWLQJ�*URXS

8VH

In the second step of processing routing groups, you select the business partners and processors thatyou want to belong to the routing group.

3UHUHTXLVLWHV

You have selected profiles [Page 170] and, if applicable, excluded routing groups.

3URFHGXUH

$VVLJQ�EXVLQHVV�SDUWQHUV $VVLJQ�SURFHVVRUV

PDQXDOO\ �� Choose the %XVLQHVVSDUWQHU�tab page.

�� Enter the people you wantto assign to the routinggroup in the %XVLQHVVSDUWQHU�field.

�� Choose the 3URFHVVRU�tabpage.

�� Enter the people you wantto assign to the routinggroup in the 3URFHVVRU�field.

SHU�EDWFK�MRE �� Choose the %XVLQHVVSDUWQHU�tab page.

�� Choose 6HOHFWLRQ�

�� Decide whether you want tostart immediately, or in thejob.

�� If you run a job, enter therelevant data and thenchoose 6FKHGXOH�MRE�

Business partners – as long asa profile is assigned - addedmanually are deleted by aselection report once the batchjob has been carried out.


�� Choose 6HOHFWLRQ�



Processors – as long as aprofile is assigned - addedmanually are deleted by aselection report once the batchjob has been carried out.

DXWRPDWLFDOO\��+5DVVLJQPHQW�


�� Choose +5�DVVLJQPHQW�



The systemautomatically adds allagents marked asinternal and for whomthe HR assignmentmatches, to the list of



agents.

�6WHS��$VVLJQ�3URFHVVRUV�DQG�%XVLQHVV�3DUWQHU�WR3URILOHV

8VH

In the third step of processing routing groups, you assign the selected processors and businesspartners to the corresponding profiles.

3UHUHTXLVLWHV

You have assigned [Page 171] processors and business partners to a routing group.

3URFHGXUH

1. Choose a profile on the 3URFHVVRU�or %XVLQHVV�SDUWQHU�tab page, behind the correspondingprocessor / business partner in the 3URILOH�field. The system offers the profiles that were previouslyassigned to the routing group via the attribute set.

a. If required, you can assign different profiles to a business partner / processor.

b. You can also leave the 3URILOH�column empty here, which means that you assign a businesspartner / processor to a routing group, but not to a profile.


5HVXOW

You have created a routing group for which selection criteria have been defined and the profiles havebeen assigned. The system displays the current number of business partners and processors in arouting group. Selection criteria can be used to determine business partners / processors, and, ifnecessary, to start selection processes, which help the system to assign the relevant businesspartners / processors to the target group.

�&UHDWLQJ�5RXWLQJ�6FHQDULRV

8VH

The routing scenario needs to be maintained so that you can carry out the actual business routingprocess.

3UHUHTXLVLWHV

You have maintained routing groups [Page 168].

You have created a routing server [Page 161].

3URFHGXUH

*HQHUDO�VWHSV

1. Choose: &XVWRPHU�,QWHUDFWLRQ�&HQWHU��→�%XVLQHVV�5RXWLQJ��→�5RXWLQJ�6FHQDULRV��→�0DLQWDLQ5RXWLQJ�6FHQDULRV�



The %XVLQHVV�URXWLQJ screen appears.

2. Enter a description for the routing scenario and a validity period in the 6FHQDULR�subscreen.

5RXWLQJ�VHUYHU�LQIRUPDWLRQ

Enter the following data on the 5RXWLQJ�6HUYHU�tab page:

1. Choose one or several available servers in the $VVLJQHG�URXWLQJ�VHUYHU�column.

2. You can select attributes [SAP Library] provided by the routing server in the 5RXWLQJ�$WWULEXWHcolumn, as required.

3. You can choose a communication medium, for example, telephone or fax, in the &KDQQHO�columnunder 'HVWLQDWLRQ� Only the mediums provided by the routing server are offered here. Enter therequired routing address in the &KDQQHO�$GGUHVV�column, that is, a telephone or fax number, or anemail address. Enter a text in the 'HVFULSWLRQ�column.

3URFHVVLQJ�JURXS

Enter the following data on the 5RXWLQJ�$WWULEXWHV��tab page:

In order to display or enter something in the detail view, you must first choose therequired processing group by double-clicking.

1. You choose the required group(s) for this scenario in the 3URFHVVLQJ�JURXS�column.

You can process the processing group by choosing 0DLQWDLQ�URXWLQJ�JURXS� By doing so, youbranch directly into the maintenance screen.

2. Select $VVLJQPHQW��%3��and choose ,QVHUW�URZ�

3. Choose the required business partner group for the processing group selected above for thisscenario in the %3�JURXS�column.

4. You can select further business partner groups by choosing ,QVHUW�URZ�

5. If you choose $VVLJQPHQW��$WWU�� you can assign attributes to the selected processing group, ifthese are provided by the routing server.

6. Choose 6HOHFWLRQ�&RQGLWLRQ�to display the type of combination of the individual processinggroups. Choose 0HPEHU�OLVW�to display the individual members of an processing group.


5HVXOW

You have created a routing scenario.



�7HOHVDOHV�6SHFLILF�&,&�6HWWLQJVIn this section the settings are described that are specifically valid for the Telesales scenario in theInteraction Center.

�3URFHVVLQJ�%XVLQHVV�7UDQVDFWLRQV�LQ�WKH�,QWHUDFWLRQ&HQWHU

3XUSRVH

The main task of the Telesales agents is to create sales transactions. In the Interaction Centerscenario, all the business transaction categories for the CRM Online System are available, forexample, opportunities, service transactions, activities and contracts.

6HH�DOVR�

Concept of Transaction Processing [SAP Library]

Customizing for Business Transactions [Page 196]

You can find information about the various business transactions in the SAP Library under &XVWRPHU

5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�

3UHUHTXLVLWHV

• You have maintained the Customizing settings for business transactions. Make the requiredsettings in Customizing under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF6HWWLQJV�

• In Customizing for the Interaction Center, you also define the profiles for transaction types for thetransaction workspace in the Interaction Center. You can use a profile to define which transactiontype should be used as a standard.

To do so, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→&RPSRQHQW�&RQILJXUDWLRQ�→�9LVLEOH�&RPSRQHQWV�→ $SSOLFDWLRQ�$UHD�→�0DLQWDLQ�3URILOHV�IRU7UDQVDFWLRQ�:RUNVSDFHV�LQ Customizing.

3URFHVV�)ORZ

The agent uses a workspace to process and display transactions (that is, a tab page).

You have various options for calling up transactions you have already created:

• You can use the 3URFHVVHG�WUDQVDFWLRQV�pushbutton to call up transactions created and calledup during the current session, and load them for display. The current transaction is displayed atthe top of the list, and is separated from the other transactions by a dotted line. The transactioncontaining the current business activity data is marked with a tick in the display. The agent canuse the and pushbuttons to switch back and forward in the history of processedtransactions, and, by doing so, can access the documents that were last processed.

• /RFDWRU: When you choose a transaction from the locator, the tab page for transaction display inthe Interaction Center work area is automatically fetched into the foreground, and the transactionis displayed here. If you want to process the transaction, you must choose the correspondingpushbutton to change.

However, you can also select the required transaction in the locator, then press the right mousebutton, and use the context menu [SAP Library] to choose whether the transaction should bedisplayed or changed. The relevant tab page is then fetched into the foreground.

You save a transaction on the tab page for processing transactions.



1DYLJDWLRQ�LQ�WKH�7UDQVDFWLRQ

You can use the pushbuttons +HDGHU�GDWD��,WHP�RYHUYLHZ��,WHP�RYHUYLHZ�and ,WHP�GHWDLO��you cannavigate between the individual areas for transaction processing, and close irrelevant areas.

)XUWKHU�)XQFWLRQV�LQ�7UDQVDFWLRQ�3URFHVVLQJ

• Copying Business Transactions [SAP Library]

• Document Flow in Business Transactions [SAP Library]

• Status Management in Business Transactions [SAP Library]

• The agent can call up attachments for a transaction via .

�8VLQJ�WKH�,QWHUDFWLRQ�5HFRUG�DQG�,QWHUDFWLRQ�+LVWRU\

8VDJH

The tab page with the interaction record [SAP Library] is opened in the application area for theInteraction Center as soon as an agent comes into contact with a business partner. All interactionswith a business partner are listed and can be displayed in the interaction history [SAP Library] in thelocator.

3UHUHTXLVLWHV

In Customizing for the Interaction Center, you can set whether the tab page should first be displayedwith the interaction record. To do so, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU

,QWHUDFWLRQ�&HQWHU��→ &RPSRQHQW�&RQILJXUDWLRQ�→�9LVLEOH�&RPSRQHQWV�→�$SSOLFDWLRQ�$UHD�→0DLQWDLQ�3URILOHV�IRU�7UDQVDFWLRQ�:RUNVSDFHV��in Customizing. In the 9LHZ�,'�field, you can choosewhether the tab page for transaction processing or the tab page with the interaction record should bein the foreground when you call up the Interaction Center.

)XQFWLRQDO�6FRSH

,QWHUDFWLRQ�UHFRUG

• Use all data specific to business activities [SAP Library]

• Branch from interaction record to transaction processing

• Create new business activities for business partners

• Link to campaigns

See also Proposed Quantities in Product Proposals [Page 177].

,QWHUDFWLRQ�+LVWRU\

• Display all interactions with a customer that are linked to an object

• Navigation from interaction history into display of individual objects

• Navigation in the structure of the interaction history

$FWLYLWLHV

The agent has identified and confirmed a business partner, and begins the interaction.

1. In the application area for the Interaction Center, the tab page with the interaction record isdisplayed in the foreground. The agent can enter an interaction record or start processing thetransaction immediately.

2. To enter a sales order or another transaction, the agent can branch directly from the interactionrecord into transaction processing. From there, he can branch back to the interaction record.



3. If required, the agent can create new activities with the business partner via 3ODQQHG�EXVLQHVVDFWLYLWLHV�

4. If the agent chooses 3DUWQHU��the display of partner functions is opened in the locator.

5. The system displays all the objects that the agent has created during contact with the businesspartner in the form of a structure in the interaction history, and saves them. The agent can call up,display and process the individual objects from the interaction history. See also ProcessingTransactions in the Interaction Center [Page 174].

�3URGXFW�3URSRVDOVThe following provides you with information about the necessary customizing settings and othertransactions you need in the CRM System in order to be able to work with product proposals in theCustomer Interaction Center.

�:RUNLQJ�:LWK�3URGXFW�3URSRVDOV

3XUSRVH

With the help of the product proposals, you can recommend specific products to the customer, andpossibly increase the sales volume. The aim of product proposals is also to automatically fill the orderentry lines with products and / or services. In this way, order entry is considerably accelerated.

In the locator, you can display product proposals which the telesales agent can use for order entry.You can use the filter function to choose which product proposals are displayed.

In Customizing for CRM, you can define whether these product proposals are determinedimmediately after entry, or not until later, under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$SSOLFDWLRQ�6SHFLILF�6HWWLQJV�→�3URGXFW�3URSRVDO��→$VVLJQ�3URGXFW�3URSRVDO�

On the tab page for transaction processing, the agent can display the transaction history for thebusiness partner for all products that are displayed for product or business partner-dependent productproposals. Transaction history can include the purchase order quantities of the last three sales orders,and the agent can then select the requested products from this list, and copy them into the salesorder.

3UHUHTXLVLWHV

In order to be able to use product proposals in Telesales, you must make the following settings:

• &UHDWH�PHWKRG�VFKHPD��The method schema defines the methods (function modules) which helpyou to create how product proposals are generated, and how the results of these methods mustbe combined with each other. To do so, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU

,QWHUDFWLRQ�&HQWHU�→�$SSOLFDWLRQ�6SHFLILF�6HWWLQJV�→�3URGXFW�3URSRVDO�→�&UHDWH�0HWKRG�6FKHPDin Customizing.

• $VVLJQ�SURGXFW�SURSRVDO� Here, you assign a method schema to a sales organization and abusiness transaction type, that is, which product proposal should be generated for a specificcombination. You can also define whether the product proposals are displayed immediately whenthey are generated, or not until they are needed. To do so, choose &XVWRPHU�5HODWLRQVKLS

0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$SSOLFDWLRQ�6SHFLILF�6HWWLQJV�→�3URGXFW�3URSRVDO

→�$VVLJQ�3URGXFW�3URSRVDO�in Customizing.



• 'LVSOD\�&KDUDFWHULVWLFV: Here, you can configure whether an existing product proposal isautomatically transferred to the tab page with the proposed items in the sales order, when it is firstcreated, and whether this tab page is active. To do so, choose &XVWRPHU�5HODWLRQVKLS

0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$SSOLFDWLRQ�6SHFLILF�6HWWLQJV�→�3URGXFW�3URSRVDO

→�&RQILJXUH�'LVSOD\�&KDUDFWHULVWLFV�LQ�$JHQW�3URILOH�in Customizing.

You can find further information about this under Product Proposals [SAP Library].

Make the corresponding settings for the partner/product range in the implementation guide under&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�

3URFHVV�)ORZ

1. A customer is identified and confirmed.

2. The Telesales agent chooses the relevant tab page with the product proposals in the locator, andthen chooses the display option 3URGXFW�SURSRVDO�

3. The system displays all existing product proposals with the origin type (cross, up and down-selling, top n, accessories) and the description. You can display the details about the productproposal by choosing 'HWDLOV�

Next, there are two possibilities which depend on the Customizing settings:

a. Existing product proposals are automatically transferred to the tab page with the proposeditems in the application area (see Customizing settings).

b. Existing product proposals are not automatically transferred:

The product proposals are only displayed in the navigation area. If the agent wishes to use aproduct proposal while creating a sales order, then he selects it and chooses the arrowsymbol. As a result, the product proposal appears on the tab page with the product proposalsin the application area, and can then be moved to the ordered items, as described below.

4. The transaction history for the selected product proposal is displayed on the tab page fortransaction processing, if applicable, with proposed quantity.

If the agent wishes to use a product proposal while creating a sales order, he enters thequantity or copies the proposed quantity, selects the required subsequent process in the3URFHVV�,' field, which is triggered by the item (for example sales or service), andchooses the arrow symbol. As a result, the proposal appears on the tab page with theordered items. The proposal is marked as “ordered” on the tab page with the productproposals.

5. The Telesales agent continues entering the order.

5HVXOW

The Telesales agent has created a sales order which contains product proposals. These are treatedas normal order items.

�3URSRVHG�4XDQWLWLHV�LQ�3URGXFW�3URSRVDOV

8VDJH

To accelerate order processing, the Telesales agent is not only able to work with product proposals,but can also display information on the last n transactions and proposed quantities.

On the tab page for transaction processing, the agent can display the transaction history for thebusiness partner for all products that are displayed for product or business partner-dependent productproposals (cross, up, down-selling, top n product list). Transaction history can include the purchaseorder quantities of the last three sales orders, for example, and the agent can then select therequested products from this list. The agent can then copy the products directly into the sales order.



,QWHJUDWLRQ

Use the CRM Marketing component.

You can find further information about this under Marketing [SAP Library] and Product Proposals [SAPLibrary].

3UHUHTXLVLWHV

You have made the relevant settings in Customizing for Marketing. To do so, go to the IMG andchoose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DUNHWLQJ.

You have created product proposals. You can find further information about this under ProductProposals [SAP Library].

Make the settings for the transaction history in Customizing under ,0*��&XVWRPHU�5HODWLRQVKLS

0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ�&HQWHU�→�$SSOLFDWLRQ�6SHFLILF�6HWWLQJV�→�3URGXFW�3URSRVDOV�→7UDQVDFWLRQ�+LVWRU\� Carry out the following here:

• Define the various display profiles and views to the transaction history

• Define which transaction types should be considered

• Assign all display attributes to the CIC profile [SAP Library].

)XQFWLRQDO�6FRSH

Depending on the agent’s requirements, he can define the view to the transaction history inCustomizing, and choose them in the Interaction Center. For example, you can set the following:

• Consideration of specific transaction types (for example, only sales orders)

• Consideration of a specific number of transactions

• Was the product ordered in these transactions?

• Time period for consideration of transactions

The proposed quantity can, for example, be based on the last order quantity or an average value fromthe last sales orders.

If you enter a campaign ID when displaying the interaction record, the products contained in this aredisplayed as product proposals with the corresponding proposed quantities. You do not need to makeany Customizing settings for this function.

$FWLYLWLHV

The system displays a list of product proposals on the 5HVRXUFHV�tab page in the locator.

1. Select a proposed product and copy it into the sales order.

2. The system displays the 3URGXFW�3URSRVDO�tab page. Which data is displayed depends on the 9LHZyou have set. You could, for example, see the last four transactions in which the selected productwas ordered. A proposed quantity is displayed, if applicable. You set which views are displayed inCusotmizing for the transaction history.

3. Before you copy the product to the order, enter the quantity or copy the proposed quantity andchoose the required subsequent process in the 3URFHVV�,'�field, which is triggered by the item (forexample, sales or service), and chooses the arrow symbol.

4. This line is no longer active on the tab page as soon as the product proposal has been copied intothe sales order.



�&UHDWLQJ�7DUJHW�*URXSV

8VDJH

In order to be able to execute selective Marketing activities, you assign your business partners toindividual target groups. You can then tailor your Marketing measures individually to meet the needs ofthe individual groups.

3URFHGXUH

0HQX�SDWK 0DUNHWLQJ�→�6HJPHQWDWLRQ�RI�%XVLQHVV�3DUWQHUV�→�0DUNHWLQJ

6HJPHQWV�→�6HJPHQW�%XLOGHU

7UDQVDFWLRQ�FRGH CRM_MKTSEG

&UHDWH�WDUJHW�JURXS�ZLWKRXW�XVLQJ�DWWULEXWHV�

1. Right-click on the top right screen area, and choose &UHDWH�7DUJHW�*URXS�from the context menu.

A symbol is displayed.

2. Right-click on the symbol, and choose 7DUJHW�*URXS�3URSHUWLHV�from the context menu.

3. Enter the description and the planned size of the target group.

4. Choose the segment type 3URGXFW�SURSRVDO�

5. Choose &RQWLQXH.

6. Choose 6DYH�

7. Right-click on the symbol, and choose 2SHQ�7DUJHW�*URXS�from the context menu.

8. Choose $GG�in the bottom screen area.

You can now use the search help to copy the required business partners into the target group.

9. Choose 6DYH�

&UHDWH�WDUJHW�JURXS�ZLWK�DWWULEXWHV�

1. Choose the required attributes for the target group, and use Drag & Drop to move them to the rightscreen area.

A symbol is displayed. The attributes you have chosen are under the symbol.

2. Select the symbol and choose &UHDWH�7DUJHW�*URXS�in the context menu.

The system creates a target group. The number of business partners in the target group isdisplayed next to the symbol if you choose ([WUDV��!�6HWWLQJV�from the menu bar, and selectthe &RXQW�³+LWV´�$XWRPDWLFDOO\ flag.

2. Right-click on the symbol, and choose 7DUJHW�*URXS�3URSHUWLHV�from the context menu.

3. Choose the segment type 3URGXFW�SURSRVDO�

4. Choose &RQWLQXH.

5. Choose 6DYH�



�&UHDWLQJ�D�3URGXFW�$VVRFLDWLRQ�5XOH

8VH

Product association rules [SAP Library] are used to determine what product or products may berecommended in addition to (cross-selling) or instead of (up-selling/down-selling) a given product, andunder what conditions. These conditions can include the relationship between the products in terms ofprice or profit margin for example. You can create association rules that are to apply for particulartarget groups [SAP Library], or marketing profiles [SAP Library], or you can create "global" rules whereno such restriction applies.

There are two types of association rule:

&URVV�VHOOLQJ

These association rules are specified in terms of OHDGLQJ product(s) and GHSHQGHQW product(s).

Products A + B + C → Products D + E

This rule states that if the (leading) products A + B + C are selected, (dependent) productsD + E are proposed. D + E will only be proposed if DOO�WKUHH leading products are selected.

If you want to propose the same dependent product(s) for several different leadingproducts, you need to create a separate rule for HDFK leading product. If you simply enterall the leading products together in one rule, then only if DOO these products are selectedwill product proposals be triggered.

In CRM Internet Sales, only cross-selling rules with RQH�leading product can be used.

8S�VHOOLQJ�'RZQ�VHOOLQJ

These association rules are specified in terms of the relationships EHWZHHQ products. The rankingvalue for the products determines whether they are proposed as up-selling or as down-sellingproducts.

3UHUHTXLVLWHV

• To create an association rule for a specific target group or marketing profile, you must havecreated such a group or profile in the Segment Builder [SAP Library]. This target group or profilemust have the segment category [SAP Library] "product proposal". In the case of target groups,such a group may also be imported from an external system. To do so, from the CRM menu,choose 0DUNHWLQJ�→�%XVLQHVV�3DUWQHU�6HJPHQWDWLRQ�→�0DUNHWLQJ�6HJPHQWV�→�6HJPHQW�%XLOGHU.

• You have defined a method schema [SAP Library], that is the procedure by which the results ofthe different product proposals are to be determined. To do so, in the IMG, choose &XVWRPHU

5HODWLRQVKLS�0DQDJHPHQW�→�0DUNHWLQJ�→�3URGXFW�3URSRVDOV�→�&UHDWH�0HWKRG�6FKHPD�

3URFHGXUH

To create an association rule for FURVV�VHOOLQJ:

1. Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DUNHWLQJ�→�3URGXFW�3URSRVDOV�→�0DLQWDLQ&URVV��8S��'RZQ�6HOOLQJ�5XOHV�

2. Choose &URVV�6HOOLQJ�5XOH.

3. Specify whether the rule is to be global, specific to a target group, or specific to a profile. Enter thetarget group or profile as necessary.

4. Under /HDGLQJ�SURGXFWV,�enter the product(s) for which the rule is to apply.



5. Under 'HSHQGHQW�SURGXFWV,�enter the products that are to be proposed.

6. If necessary, enter the sequence in which the dependent products are to appear in the application(cross-selling products may not necessarily be sorted by value).

7. Activate the rule as required. For more information, see Working With Product Association Rules[SAP Library]

8. Save�your data.

To create an association rule for XS�VHOOLQJ�or GRZQ�VHOOLQJ:

1. Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DUNHWLQJ → 3URGXFW�3URSRVDOV�→�&URVV�6HOOLQJ

→�0DLQWDLQ�3URGXFW�$VVRFLDWLRQ�5XOHV�

2. Choose 8S�'RZQ�6HOOLQJ�5XOH.

3. Specify whether the rule is to be global, specific to a target group, or to a profile. Enter the targetgroup or profile as necessary.

4. Under 'HSHQGHQW�SURGXFWV�enter the products for which the association rule is to apply.

5. Enter a UDQNLQJ�YDOXH�for the dependent products within the rule.

You can have the ranking value of products determined automatically. To do so, in theIMG, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DUNHWLQJ�→�3URGXFW�3URSRVDOV�→'HILQH�3URFHGXUH�IRU�&UHDWLQJ�D�5DQNLQJ�9DOXH�

If you add a product to an existing rule and have the ranking value for this productdetermined automatically, the ranking value for DOO�RWKHU�SURGXFWV in the rule isrecalculated: DQ\�PDQXDOO\�HQWHUHG�YDOXHV�ZLOO�EH�RYHUZULWWHQ. The same applies if youdelete a ranking value for any of the products. As soon as you choose (QWHU�the rankingvalues for all the products will be recalculated.

6. Activate the rule as required. For more information, see Working With Product Association Rules[SAP Library].

7. Save�your data.

�&UHDWLQJ�D�7RS�Q�3URGXFW�/LVW

3UHUHTXLVLWHV

To create top Q lists containing products determined from the BW, you need to have created a BWparameter ID. To do so, in Customizing choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DUNHWLQJ�→3URGXFW�3URSRVDOV�→�'HILQH�%:�3DUDPHWHU�,'�

3URFHGXUH

1. Choose 0DUNHWLQJ�→�3URGXFW�3URSRVDOV�→�7RS�Q�3URGXFWV�→�0DLQWDLQ�7RS�Q�3URGXFWV�The system displays the 'LVSOD\��7RS�Q�/LVW�screen.

2. Choose 7RS�Q�/LVW�Enter the key and description for the list.

3. Under *HQHUDO�'DWD, enter the following data:

i. 6WDWXV: Only lists with status $FWLYH�can be used in the application (SAP Internet Sales forexample).

ii. 6RUWLQJ�6HTXHQFH: You can specify the sorting sequence for business partners andproducts.

iii. You can also set the exclusion�flag, that is, specify that none of the products belonging tothis WRS�Q product list are to be proposed for the scenario in which the top Q list is used.



4. In the field ,'��'HVFULSWLRQ, enter an ID and description for the top Q item. When you save yourdata, the ID and description you enter here will automatically be entered into the field ,WHP6HOHFWLRQ.

5. If required, enter the Web shop in which the item is to be used.

a. You also have the option of setting the exclusion�flag here, that is, excluding the productsdefined for this particular item.

6. In the item detail area, enter the following data:

D�� %XVLQHVV�3DUWQHU

i. In the Locator, use the search function to search for the relevant marketing segments(profiles, target groups, or profile sets) to be assigned to the item. From the hit list in thelocator, choose to copy the relevant segments to the top Q item. Alternatively, assign amarketing segment using the input help for the business partner field.

E�� 3URGXFW

i. $VVLJQLQJ�SURGXFWV�PDQXDOO\:In the field 5XOH�7\SH,�select 3URGXFW. In the locator, use the search function to search forthe products that you want PDQXDOO\ to assign to the item. From the hit list in the locator,choose to copy the relevant product(s) into the top Q item. Alternatively, use the inputhelp to search for and select a product.

ii. $VVLJQLQJ�SURGXFWV�GHWHUPLQHG�IURP�WKH�%::In the field 5XOH�7\SH�select 5XOH� Choose 3DUDPHWHUV�and enter the name of the BWparameter ID to be used. Choose ([HFXWH�to run the selection process from BW.

Any products selected from the BW in a previous selection run will be UHPRYHG�from thelist before the new products are added. Note however that manually assigned productsare not affected.

c. 7LPH�6WDPSEnter the period for which the top Q list is to be valid.You also have the option of setting an exclusion�flag, and, by doing so, of excluding specifictime periods from the PPR.

7. Choose to save your data.

8. To create further top Q items belonging to the top Q list, choose 7RS�Q�,WHP and repeat thesteps above starting from point 4 above.

�'LVSOD\LQJ�3URGXFW�,QIRUPDWLRQ

3XUSRVH

With the product information component, the Telesales agent has the option of immediately providingthe customer with the required information about the product, without having to change to anotherscreen. The product information is displayed when you select the required product, and containsproduct-related data such as purchasing data, sales data or graphics. If necessary, the agent can copythe product directly from the product information into the order items.

3UHUHTXLVLWHV

The product master data [SAP Library] is maintained.

You do not need to create a proposal workspace for the product information inCustomizing. If, however, you do make these settings, the relevant tab page isautomatically displayed when you call up the Customer Interaction Center.



Menu path in Customizing: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�&XVWRPHU�,QWHUDFWLRQ

&HQWHU�→�&RPSRQHQW�&RQILJXUDWLRQ�→�9LVLEOH�&RPSRQHQWV�→�0DLQWDLQ�3URILOH�IRU$XWRPDWLFDOO\�&UHDWHG�:RUNVSDFHV�

3URFHVV�)ORZ

You can display the product information in several ways:

• In the locator, you can select a product proposal and then display the required productinformation.

• You can carry out a product fast search on the 3URGXFW�LQIRUPDWLRQ�tab page.

• You can select a product in a transaction item, and display the product details using the contextmenu.

The following data and functions are available to you on the tab page with the product information:

• Fast search for products

• Display of product master data, for example, purchasing data, sales data, texts

• Display of graphics, photos and so on, which are stored in Content Management

• Sending documents by e-mail

• Choose &RS\�WR�VDOHV�RUGHU�to copy products to order items.

First, select the required item and choose the required subsequent process in the 3URFHVV,'�field, which is triggered by the item, for example, sales or service.

�&RQILJXULQJ�3DUWQHU�3URFHVVLQJ

3URFHGXUH

0HQX�SDWK�LQ�,0* &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→3DUWQHU�3URFHVVLQJ

In this activity, you make the settings for partner processing. For this, work through the following steps:

1. Define partner functions.

2. Define access sequences.

3. Define partner determination procedures, in which you store an access sequence.

4. You assign the partner determination procedure to the required transaction and item types.

SAP delivers 19 standard access sequences that can be assigned to the partner determinationprocedure.

$FFHVVVHTXHQFH

'HVFULSWLRQ

0001 Preceding document: Activity partner → Preceding document: Sold-to party

0002 Preceding document → Business partner relationships: Activity partner

0003 Business partner relationships: Activity partner → User



0004 User

0005 Preceding document → Business partner relationships: Sold-to party → Currentpartner: Sold-to party

0006 Preceding document: Activity partner → Preceding document: Sold-to party →Business partner relationships: Activity partner → Business partner relationships:Sold-to party → Organizational data → User

0007 Preceding document → Business partner relationships: Sold-to party → Currentpartner: Sold-to party

0008 Preceding document → User

0009 Organizational data: Employee of an organizational unit

0010 Organizational data: Organizational unit of user

0011 Organizational data: Service group of product and rule

0012 Service group from item rule

0013 from business partner of the purchasing organization

0014 Business place form responsible Sales/ Service organizational unit

0015 Preceding document → Current partner: Sold-to party

0016 Activity reason in document → Determination of responsible agent

0017 Current partner: Sold-to party

1000 Preceding document

1001 Business partner relationships: Sold-to party

�3DUWQHU�3URFHVVLQJ�LQ�WKH�,QWHUDFWLRQ�&HQWHU

3XUSRVH

The Interaction Center is an application for call center activities for sales and service organizations.Agents receive inbound calls and initiate outbound calls directly from call lists. During a contact with acustomer, they create business transactions, such as sales orders, service orders, complaints, oractivities. Standard settings control partner processing for these transactions.

If you change standard settings, be sure partners are determined based on the partnerfunctions specified on the %XVLQHVV�3DUWQHU�6HDUFK tab page in the transactionworkspace.

3URFHVV�)ORZ

For example, in a new partner determination procedure, you include a sold-to party. In the transactionto which this procedure is assigned, the DFWLYLW\�SDUWQHU and FRQWDFW�SHUVRQ are specified in the%XVLQHVV�3DUWQHU�6HDUFK. In order for the system to determine the sold-to party you must:

• Include an activity partner or a contact person in the partner determination procedure

• Specify that the sold-to party is determined from the master data for the activity partner or contactperson (access sequence %XVLQHVV�3DUWQHU�5HODWLRQVKLSV��$FWLYLW\�3DUWQHU or %XVLQHVV�3DUWQHU5HODWLRQVKLSV��&RQWDFW�3HUVRQ) RU



• The activity partner or the contact person is automatically entered as the sold-to party (accesssequence &XUUHQW�3DUWQHU��$FWLYLW\�3DUWQHU or &XUUHQW�3DUWQHU��&RQWDFW�3HUVRQ).

To add or change partners in a transaction, choose the tab page for transaction processing and thenthe 3DUWQHU tab page. To see the partners who have business partner relationships with the mainpartner, choose the button 6ZLWFK�WR�,QWHUDFWLRQ�5HFRUG on the 6DOHV�2UGHU tab page. Then choose the3DUWQHU button. The system displays the list of partners in the locator.

There are two 3DUWQHU fields in the upper left area of the locator. Each field has a 0DLQ button next to it.With these buttons, you control which partner’s data is displayed in the locator. For example, if youselect the button for the upper partner, this partner’s data is displayed. This button has no effect onpartner processing.

�6HW�XS�&XVWRPL]LQJ�IRU�$YDLODELOLW\�&KHFN

,Q�&50�2QOLQH

�� 'HILQH�WKH�$73�3URILOH�

In the Implementation Guide (IMG) for &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW choose %DVLF

)XQFWLRQV�→�$YDLODELOLW\�&KHFN�→�'HILQH�$73�3URILOH.

$73�SURILOH 'HVFULSWLRQ

�� (numeric key can be freely defined) $YDLODELOLW\�&KHFN�LQ�WKH�6$3�$32�6\VWHP

�� $VVLJQ�$73�3URILOH�WR�,WHP�&DWHJRU\�

a. In the IMG for &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW choose %DVLF�)XQFWLRQV�→ $YDLODELOLW\

&KHFN�→�$VVLJQ�$73�3URILOH�WR�,WHP�&DWHJRU\.

b. Select the required item category and choose ('HWDLOV)

'HILQLWLRQ�RI�LWHP�FDWHJRULHV�

Item category 7$1

Description 6DOHV�,WHP

Item object type &50�VDOHV�RUGHU�LWHP

TextDetermProc. 25'(5��6DOHV�RUGHU�LWHP�

Partn.DetProc. ��6WDQGDUG�LWHP�

ATP profile ��

Relev. wgt/vol. ;

Structure scope 'R�QRW�H[SORGH�PDWHULDO�VWUXFWXUH

Org. data prof. ��6WDQGDUG�RUJDQ��GDWD�SURILOH��LWHP�

c. Go back.

d. To assign the item category to an application area, select the required item category anddouble-click on $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�&DWHJRULHV� in the dialog structure on theleft of the screen.



$VVLJQPHQW�RI�EXVLQHVV�WUDQVDFWLRQ�FDWHJRULHV��WR�LWHP�FDWHJRU\�7$1��

7UDQVDFWLRQ�&DWHJRU\

Sales

e. Select the required business transaction category and double-click on &XVWRPL]LQJ�LWHP in thedialog structure on the left of the screen.

&XVWRPL]LQJ�LWHP��FDWHJRU\�7$1��

Relev. for bill. 5HOHYDQW�IRU�H[WHUQDO�ELOOLQJ

Pricing-rel. ;

Statist. value 6\VWHP�ZLOO�FRS\�LWHP�KHDGHU�WRWDOV

Pric. indicat. $FWLYH

�� $VVLJQ�/RFDWLRQ�LQ�&50�2QOLQH�WR�/RFDWLRQ�LQ�6$3�$32�6\VWHP�

The SAP APO System returns information on the location [SAP Library] (delivering plant) foreach confirmation schedule line. The location is stored as a business partner in CRM Online(see Set up Location (Plant) [Page 39]).

In the IMG for &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�choose %DVLF�)XQFWLRQV�→�$YDLODELOLW\

&KHFN�→�$VVLJQ�/RFDWLRQ�LQ�&50�2QOLQH��WR�/RFDWLRQ�LQ�6$3�$32.

%XVLQHVV�3DUWQHU /RFDWLRQ

/2&�� 0001

,Q�WKH�6$3�$32�6\VWHP

�� 0DLQWDLQ�*OREDO�VHWWLQJV�IRU�$YDLODELOLW\�&KHFN�

In the IMG for 6$3�$GYDQFHG�3ODQQHU�DQG�2SWLPL]HU��6$3�$32� choose *OREDO�$YDLODEOH�WR�

3URPLVH��*OREDO�$73�&KHFN� → *HQHUDO�6HWWLQJV�→ 0DLQWDLQ�*OREDO�6HWWLQJV�IRU�$YDLODELOLW\&KHFN.

*OREDO�VHWWLQJV�IRU�WKH�DYDLODELOLW\�FKHFN

7HPSRUDU\�TW\�DVVJPQW ,PSRUW�&XVWRPL]LQJ

Set this indicator not allowed

For initial data transfer, ,PSRUW�&XVWRPL]LQJ�can be set to DOORZHG, so that the customizingsettings can be transferred from SAP R/3 to SAP APO.

In this case, for the following steps marked with , you just need to check whether thesettings are correct,

�� 0DLQWDLQ�&DWHJRU\�

Check whether the settings are correct.


3URPLVH��*OREDO�$73�&KHFN� → *HQHUDO�6HWWLQJV�→ 0DLQWDLQ�&DWHJRU\.



6$3�&DWHJRULHV�

Category %0

Category text 6DOHV�2UGHU

Description 6DOHV�2UGHU

Sort string ��

Category type 5HTPWV�

MRP Elem. 9&��2UGHU�

Relevant on sublocation level

R/3 Object 6DOHV�RUGHU

�� 0DLQWDLQ�%XVLQHVV�(YHQW�



3URPLVH��*OREDO�$73�&KHFN� → *HQHUDO�6HWWLQJV�→ 0DLQWDLQ�%XVLQHVV�(YHQW�

%XV��HYHQW %HYHQW7H[W

$ 6'�RUGHU

�� 0DLQWDLQ�&KHFN�0RGH�



3URPLVH��*OREDO�$73�&KHFN� → *HQHUDO�6HWWLQJV�→ 0DLQWDLQ�&KHFN�0RGH�

The check mode is equivalent to the requirements class in SAP R/3.

Check modes are not provided in customizing in the standard SAP APO System. Thefollowing is just an example.

Check mode ��6DOH�IURP�VWRFN�

Assignment 1R�DOORFDWLRQ

Production type 6WDQGDUG

Check mode text 6DOH�IURP�VWRFN

�� 0DLQWDLQ�&KHFN�,QVWUXFWLRQV�


3URPLVH��*OREDO�$73�&KHFN� → *HQHUDO�6HWWLQJV�→ 0DLQWDLQ�&KHFN�,QVWUXFWLRQV�

In the table below, all the columns are listed for the sake of completion. However, pleasenote that none of the check boxes have been marked for selection.



Check mode ��6DOH�IURP�VWRFN�

Business event $��6'�RUGHU�

Product check )LUVW�VWHS

NeutrlProd

Prod. allocation 1R�FKHFN

Neutral PA

Forecast 1R�FKHFN

Forecst:N

Rules Based ATP (RBA)

Start immediat.

Rem. reqmts 'R�QRW�FUHDWH�UHPDLQLQJ�UHTXLUHPHQWV

ATP Alert act.

Start prod. $YDLODELOLW\�FKHFN�RQO\��QR�SURGXFWLRQ

Time (Production time) $IWHU�H[HFXWLQJ�DOO�EDVLF�PHWKRGV

�� 0DLQWDLQ�5HTXLUHPHQWV�3URILOH�

In the IMG for 6$3�$GYDQFHG�3ODQQHU�DQG�2SWLPL]HU��6$3�$32��choose *OREDO�$YDLODEOH�WR�

3URPLVH��*OREDO�$73�&KHFN� → *HQHUDO�6HWWLQJV�→ 0DLQWDLQ�5HTXLUHPHQWV�3URILOH�

Reqmts prfl ��&50�,QWHUQHW�6DOHV

Category %0��6DOHV�RUGHU�

Check mode ��VDOH�IURP�VWRFN�

Bus. event $

Assignment mode 1R�DOORFDWLRQ

TOIn (Temp. obj. ID) :ULWH�LQWHUQDO�DQG�SHUVLVWHQW�H[WHUQDO�GHOWDUHFRUGV

Tech. scenario �XVHG�RQO\�E\�5XOHV�%DVHG�$73�

Business trans. �XVHG�RQO\�E\�5XOHV�%DVHG�$73�

Scheduling ind. 1R�VFKHGXOLQJ�FDUULHG�RXW,I�VFKHGXOLQJ�LV�WHVWHG�LW�VKRXOG�EH�XVHG

Strategy &50��ORFDWLRQ�GHWHUPLQDWLRQ�IRU�&50�

�� 0DLQWDLQ�$73�*URXS�



3URPLVH��*OREDO�$73�&KHFN� → 3URGXFW�$YDLODELOLW\�&KHFN�→�0DLQWDLQ�$73�*URXS�



ATP group ��

Cumulation 1R�FXPXODWLRQ

Response 1R�UHVSRQVH

Txt for ATP grp ,QGLYLGXDO�UHTPW

�� 0DLQWDLQ�&KHFN�&RQWURO�


3URPLVH��*OREDO�$73�&KHFN� → 3URGXFW�$YDLODELOLW\�&KHFN�→�0DLQWDLQ�&KHFN�&RQWURO�

$73�FKHFN�FRQWURO��JHQHUDO

ATP group ��LQGLYLGXDO�UHTPW�

Business event $��6'�RUGHU�

No subloc.check

No version ck

Consider CH ;

Rcpts fr. past &RQVLGHU�SDVW�UHFHLSWV

Chking.hor.:GR

$73�FKHFN�FRQWURO��VFRSH�RI�FKHFN��IRU�$73�JURXS��EXVLQHVV�HYHQW�$�

&DWHJRU\ /RQJ&DW7[W

%0 6DOHV�RUGHU

... <all the other standard categories>

�� 7�(�6�7

Test the availability check using just the SAP R/3 and SAP APO Systems (that is, withoutCRM Online).

�� 'HILQH�&RQGLWLRQ�7DEOH

Steps 10 to 15 are necessary so that the SAP APO System can determine a location forthe sales order item in CRM Online. Availability check is carried out in the SAP APOSystem based on this location. For more information, see Location Determination in theSales Order [SAP Library].

D�� 0DLQWDLQ�ILHOG�FDWDORJ

In the IMG for 6$3�$GYDQFHG�3ODQQHU�DQG�2SWLPL]HU��6$3�$32��choose

− In SAP APO 3.0A

*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN��→�5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→'HILQH�&RQGLWLRQ�7DEOH and then 0DLQWDLQ�)LHOG�&DWDORJ.


*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN��→�5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→&RQGLWLRQ�7HFKQRORJ\�→��0DLQWDLQ�)LHOG�&DWDORJ.



&RQGLWLRQ�ILHOG /RQJ�ILHOG�ODEHO

KUNNR 6ROG�WR�SDUW\

MATNR 3URGXFW

VKORG 6DOHV�RUJDQL]DWLRQ

VTWEG 'LVWULEXWLRQ�FKDQQHO

WERKS 3ODQW

... ...

E�� &UHDWH�FRQGLWLRQ�WDEOH�



*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN��→�5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→'HILQH�&RQGLWLRQ�7DEOH and then &UHDWH�&RQGLWLRQ�7DEOH�


*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN� → 5XOHV�%DVHG�$YDLODELOLW\�&KHFN →&RQGLWLRQ�7HFKQRORJ\ → 0DLQWDLQ�&RQGLWLRQ�7DEOH�

Table ��'LVWU�FKO�6DOHV�RUJ��

Selected fields 'LVWULEXWLRQ�FKDQQHO

6DOHV�RUJDQL]DWLRQ

�� 0DLQWDLQ�$FFHVV�6HTXHQFHV�



*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN��→�5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→0DLQWDLQ�$FFHVV�6HTXHQFHV�


*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN� → 5XOHV�%DVHG�$YDLODELOLW\�&KHFN →&RQGLWLRQ�7HFKQRORJ\ → 0DLQWDLQ�$FFHVV�6HTXHQFHV�

$FFHVV�VHTXHQFHV

$F6T 'HVFULSWLRQ

&50�

$FFHVVHV��IRU�&50��

$F1R 7EO 'HVFULSWLRQ &RQG ([FOXVLYH

��

Fields (for Access CRM1 10, Table 901)

Entries (for condition fields VTWEG and VKORG) are automatically generated.



�� 0DLQWDLQ�&RQGLWLRQ�7\SH�



*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN��→�5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→0DLQWDLQ�&RQGLWLRQ�7\SH�


*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN� → 5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→&RQGLWLRQ�7HFKQRORJ\ → 0DLQWDLQ�&RQGLWLRQ�7\SH.

&W\S 'HVFULSWLRQ $F6T

&50�� &50�

�� 0DLQWDLQ�5XOH�6WUDWHJ\�



*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN��→�5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→0DLQWDLQ�5XOH�6WUDWHJ\�


*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN� → 5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→&RQGLWLRQ�7HFKQRORJ\ → 0DLQWDLQ�5XOH�6WUDWHJ\.

5XOH�VWUDWHJLHV

6WUDWHJ\ 'HVFULSWLRQ

&50��

&RQWURO��IRU�UXOH�VWUDWHJ\�&50��

/HYHO &QW� &W\S 'HVFULSWLRQ &RQG

10 0 &50��

You do not need to assign the rule strategy, since the rule strategy is specified in therequirements profile.

�� 0DLQWDLQ�,QWHJUDWHG�5XOHV�


In the 6$3�(DV\�$FFHVV menu choose 0DVWHU�'DWD�→�5XOH�0DLQWHQDQFH�→�,QWHJUDWHG5XOH�0DLQWHQDQFH�


In the IMG for SAP APO choose *OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN� →5XOHV�%DVHG�$YDLODELOLW\�&KHFN�→ 5XOHV → 0DLQWDLQ�,QWHJUDWHG�5XOHV�

D�� 0DLQWDLQ�/RFDWLRQ�'HWHUPLQDWLRQ�3URFHGXUH

In the 2YHUYLHZ�(on the left hand side of the screen), choose (0DLQWDLQ�ORFDWLRQ�GHWHU�)



'HWHU� 7\� /RF��SURFHGXUH�W[W

&50B/2&�� 3

Press (QWHU and enter the following details in the /LVW tab.

/LVW

/RFDWLRQ &RVWV

3/��#5�� 0

E�� 3URILOH��3DUDPHWHU

Choose 3URILOH��3DUDPHWHU.

&RQWURO��5XOH�&RQWURO� 'HVFULSWLRQ

&50� &50�/RFDWLRQ�'HWHUPLQDWLRQ

Enter the following details:

$FFHVV�VWUDWHJ\�RI�WKH�VXEVWLWXWLRQ�OLVWV

Product Work forward from input, cyclic

Location Work forward from input, cyclic

Loc. product Work forward from input, cyclic

(Not for SAP APO 2.0A) Select the following radio button:

&RPELQDWLRQ�RI�WKH�VXEVWLWXWLRQ�OLVWV

Combine qualified product with all locations, then qualified loc. w. all prods

F�� 0DLQWDLQ�5XOH

Choose 5XOHV��VXEVWLWXWLRQV�

5XOH 'HVFULSWLRQ

&50B3/�� &50�/RFDWLRQ�'HWHUPLQDWLRQ

'HWDLOV

Rule &50B3/��

Rule type Inclusive

Loc.determination proced. &50B/2&��

Rule control &50� (CRM Location Determination)

�� 0DLQWDLQ�5XOH�'HWHUPLQDWLRQ




In the SAP Easy Access menu choose 0DVWHU�'DWD�→�5XOH�0DLQWHQDQFH�→�&UHDWH�5XOH'HWHUPLQDWLRQ.


In the IMG for�SAP APO�choose�*OREDO�$YDLODEOH�WR�3URPLVH��*OREDO�$73�&KHFN��→5XOHV�%DVHG�$YDLODELOLW\�&KHFN → 5XOHV → 0DLQWDLQ�5XOH�'HWHUPLQDWLRQ.

a. Enter &50�� in the &RQGLWLRQ�7\SH field.

b. Choose ((QWHU�.

c. Enter the following data:

− 6DOHV�RUJDQLVDWLRQ: ��

− 'LVWULEXWLRQ�FKDQQHO: ��

d. Choose (([HFXWH).

e. Enter the following data:

&KDUDFWHULVWLF�� 5XOH

&5�&/17�� &50B3/��

f. Save the data.

�� 7�(�6�7

Test the availability check in CRM Online.

�'HWHUPLQLQJ�3ULFLQJ�3URFHGXUHV

3URFHGXUH

In the Implementation Guide (IMG), select the following path to maintain pricing determinationprocedures:

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3ULFLQJ�LQ�WKH�%XVLQHVV�7UDQVDFWLRQ�→'HWHUPLQH�3ULFLQJ�3URFHGXUHV.

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You can display and change dates in transaction documents.

In transaction documents you can edit dates�and durations according to transaction types on a specialtab page, or, you can use other tab pages most suitable for such dates (for example, the 6FKHGXOH/LQHV�tab page).

You can edit dates and durations at header or item level. The following overview gives examples:

([DPSOHV�IRU�'LVSOD\LQJ�'DWHV

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7DE�3DJH 'DWH�7\SHV��'XUDWLRQ�7\SHV

Quotation (Header) General Valid from



Lease (Header) Dates Term of Lease

Quantity Contract (Position) Cancellation Cancellation Date

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In order to be able to use dates in the document, you must have assigned a date profile to theappropriate transaction or item type in Customizing.

You define the date profile in the implementation guide (IMG) of &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW

under %DVLF�)XQFWLRQV�→ 'DWH�0DQDJHPHQW�→�'DWH�3URILOH.�Pay particular attention to the followingsettings:

• You have grouped together all dates, durations and date rules as well as Reference Objects [SAPLibrary] that are valid in this transaction type (or in this item category).

• In the views 6FUHHQ�$UHDV��'DWHV and 6FUHHQ�$UHDV��'XUDWLRQV all date types and duration periodshave been assigned to the tab pages on which they should appear.

• If you want to change dates and durations in a document, do QRW mark the 'LVSOD\�2QO\ field in theviews 6FUHHQ�$UHDV��'DWHV and 6FUHHQ�$UHDV��'XUDWLRQV.

• The display format of dates is preset. You can choose whether you want to see a date forexample, with or without a time in a document. Keep in mind, however, that all dates have a timestamp in the background (date, time in seconds and time zone).

There is further information about controlling dates in the implementation guide (IMG) for &XVWRPHU

5HODWLRQVKLS�0DQDJHPHQW under %DVLF�)XQFWLRQV → 'DWH�0DQDJHPHQW.

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When processing business transactions you can:

• Display dates

The system displays all date types and durations that are assigned to the tab page in a table.If dates or durations have already been entered or calculated, the times are shown accordingto the display format set in Customizing.

If a date rule is assigned to a date type, this too is displayed in the table.

• Enter dates

You can enter dates and durations in empty fields or make changes by overwriting.

• Change dates and durations

You can change dates and durations by overwriting.

If a date was calculated using a date rule, and you change the date in the document manually,the corresponding date rule is automatically faded out.

If a date or duration has been marked as a display field in Customizing, you cannot change itin the document.

• Re-calculate dates

If you have changed a date or duration, the system re-calculates all dependent dates. In doingso the system uses the calculation sequence assigned to the date type in Customizing.

In Customizing you can turn off the function responsible for re-calculating date types (forexample, the date type 9DOLG�IURP should not display the current date). In this case, the timefor this date type is only calculated once and remains the same even if other dates arechanged.

You can select a new date rule for a date if this is permitted in the date profile. Permitted rulesare displayed in the input help.



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There are two date profiles [SAP Library] available for Inbound and Outbound Telesales inCustomizing in the standard delivery:

• CIC_F2F Contact Profile CIC

• CIC_PLN Contact Profile CIC (Plan)

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1. Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�'DWH�'HILQLWLRQ�→�$VVLJQ'DWH�3URILOH�WR�7UDQVDFWLRQ�7\SH in the Implementation Guide (IMG).

2. Select the transaction type that you would like to use in the Interaction Center for Telesales.

3. Assign the required date profile to the transaction type in the detail view.

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You can set up actions in Customizing according to the demands of your company’s processes.

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In order to define date-dependent actions, you have to have defined date profiles under %DVLF

)XQFWLRQV�→�'DWH�3URILOH�→ 'HILQH�'DWH�3URILOH in Customizing. There is further information underDate Management (CRM-BF-DAT) [SAP Library].

You know which business object type the transaction type or item category has for which you want todefine actions. You find the business object type in Customizing of transaction types.

)HDWXUHV

You control actions by means of

• General DWWULEXWHV

For each action you can define

• when processing should take place (processing time [SAP Library])

• whether scheduling should be automatic as soon as the schedule condition has been fulfilled

• whether changes can be made in the document to condition and processing parameters

• whether it can be started from the action list [SAP Library] in the document

• whether it is displayed in the document application tool bar

• whether it depends on certain parameters, that is, can only be executed for certain businesspartners

• Processing Types

There are several processing types available in CRM:

• Methods (Business Add-Ins)

• Workflow

• Smart Forms



• &RQGLWLRQV

You can define one or more schedule and start conditions in the action definitions within aprofile. Use the Workflow Conditions Editor [SAP Library] for this.

• $VVLJQLQJ�action profiles to transaction types or item categories

You always define actions in an action profile and assign the action profile to a transactiontype or to an item category. As a result, these actions are always available in a document ofthis transaction type or in an item of this category.

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Select %DVLF�)XQFWLRQV�→ $FWLRQV�in�Customizing for &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW� You makethe settings for the actions in the subordinate IMG activities. There is also further documentation there.

There is a :L]DUG in Customizing to help you create action profiles and actions.

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You can send an order confirmation to your customers by e-mail. This is particularly appropriate whenprocessing orders via the Internet.

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An E-mail address must be defined for the customer in the business partner master.

You have selected “Simple Determination of Order Confirmation” in the 'HWHUPLQDWLRQ�7HFKQLTXH�fieldfor the required action definition (for example, order confirmation) in Customizing for CRM under %DVLF

)XQFWLRQV�→�0HVVDJH�'HWHUPLQDWLRQ�→�'HILQH�$FWLRQ�3URILOH� You can find further information in theimplementation guide (IMG) for Customer Relationship Management�under�%DVLF�)XQFWLRQV��→0HVVDJH�'HWHUPLQDWLRQ�→�'HILQH�$FWLRQ�3URILOH�

The order is complete and error-free.

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The sales order confirmation is sent directly to the customer after completion of the purchase ordertransaction.

The customer receives a corresponding e-mail in his mail inbox. The sales order confirmation iscontained in this mail in the form of a PDF file.

SAP delivers a standard form in Smart Forms for sales order confirmation.



�&XVWRPL]LQJ�IRU�%XVLQHVV�7UDQVDFWLRQVCustomizing for business transactions consists of several activities that can be found in the IMG.Menu path: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�

A transaction type [SAP Library] specifies the characteristics and attributes of a business transactionand the control attributes (for example, partner determination procedure, text determination procedure,status profile, organizational data profile). A transaction type controls the processing of a specificbusiness transaction, for example a standard order.

An item category [SAP Library] specifies the characteristics and attributes of a transaction item, andcontrols the processing of an item.

In order that the transactions are transferred correctly from the CRM System into the R/3System, the settings for document processing must match for the business control in bothsystems. For sales transactions, this means, a sales document type of the same namemust exist in the R/3 System for the transaction type in the CRM System. The sameapplies for item categories, item category groups and item category determination. SAPdelivers standard settings for this.

In order that the same sales order number or transaction number is used in the OLTP R/3system and CRM online for a transaction, you need to set internal number assignment inthe CRM transaction and external number assignment in the R/3 System. Both should usethe same number range.

You can find further information under Data Exchange for Sales Transactions: CRM Online – R/3[Page 117].

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The following graphic shows the process when defining a transaction type:

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A transaction type can be assigned to one or several business transaction categories [SAP Library].Only certain combinations of business transaction categories are possible. Depending on the leadingbusiness transaction category [SAP Library], choose the further business transaction categories.



You need to maintain various Customizing settings at header level, depending on the businesstransaction category. For example, you need to specify settings such as goal of activity or subjectprofile for the business transaction category DFWLYLW\, the document pricing procedure or payment plantype for the business transaction category VDOHV, the subject profile for the business transactioncategory VHUYLFH.

Further information is available in the IMG documentation under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW

→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�7UDQVDFWLRQ�7\SHV.

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The following graphic shows the process when defining an item category:

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An item category specifies the characteristics and attributes of a transaction item, and controls theprocessing of an item. First, you assign the item category to an item object type [SAP Library]. Theitem object type specifies the business context in which an item category is used.

One or several business transaction categories can be assigned to an item category. Only certaincombinations of business transaction categories are possible. You need to maintain Customizingsettings for each of the business transaction categories you have assigned, for item level in thetransaction.

Here, for example, you can set whether the item is relevant for billing, or whether pricing is active orinactive.

Further information is available in the IMG documentation under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW

→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�,WHP�&DWHJRULHV.

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Compare the transaction types in CRM with the document types in R/3 manually. If an exchange is totake place between the R/3 System and CRM Online, there must be a transaction type in CRM Onlinewith the same name as a sales document type in the R/3 System.

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Compare the item categories in CRM with those in R/3 manually, as there is no Customizing downloadfor this object.

The reason for this is the different control logic behind the item categories that prevents an automatictransfer.

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Compare the item category usage in CRM with that in R/3 manually, as no customizing download isintended for this. The reason for this is that the control logic behind the item categories is different,which prevents an automatic copy.

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Customer Relationship Management → Transactions → Basic Settings→Define Number Ranges → Number Ranges for Sales Transactions


Sales and Distribution → Sales → Sales Documents → Sales DocumentHeader → Define Number Ranges for Sales Documents

Compare the number ranges in CRM with those in R/3 manually, as there is no Customizing downloadfor this object.

The following number range is assigned to the sales document type TA in the R/3 System:

1R� )URP 7R ([WHUQDO

01 1 1000 no

02 1001 2000 yes

The following number range is assigned to the transaction type TA in CRM:



1R� )URP 7R ([WHUQDO

01 1001 2000 no

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&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→'HILQH�7UDQVDFWLRQ�7\SHV�→�'HILQLWLRQ�RI�7UDQVDFWLRQ�7\SHV�→�'HWDLOV�→,QFUHPHQW�,WHP


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Compare the item number assignment in CRM with that in R/3 manually, as there is no Customizingdownload for this object.

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If you wish to process sales transactions in the CRM Online System, you can make specific settingsfor sales transactions in addition to the basic settings for transactions [Page 196].

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0HQX�SDWK�LQ�WKH�,0* &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�6HWWLQJVIRU�6DOHV�7UDQVDFWLRQV

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In order that you can fully use CRM Billing, it is necessary that you process all activities that are in theImplementation Guide under the %LOOLQJ node.

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1. In the Implementation Guide (IMG), choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%LOOLQJ.

2. Be sure to make the following settings:

• 6HUYLFHV: Here, you should be sure to configure Pricing and Partner Processing.

• Number Ranges

• 'HILQH�%LOOLQJ�2UJDQL]DWLRQDO�8QLW

• 'HILQH�%LOOLQJ�7\SHV



• 'HILQH�,WHP�&DWHJRULHV

• ,WHP�&DWHJRU\�'HWHUPLQDWLRQ

• If required, ,QWHJUDWLRQ�→�7UDQVIHUULQJ�%LOOLQJ�'RFXPHQWV�WR�$FFRXQWLQJ

3. In order that you can use Billing in CRM, make the settings for triggering billing. For this, select&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�,WHP�&DWHJRULHVin the IMG. For more information, see Triggering Billing [Page 203].

�%LOOLQJ

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As a subprocess of billing, &50�%LOOLQJ transfers billing due list items to billing document items andassigns these to the billing document headers. Therefore, billing documents (for example invoices,credit and debit memos) are created from items which come from a wide range of CRM BusinessTransactions.During billing, the system combines as many billing due list items as possible together in one billingdocument. Such a combination is not possible if one or more 6SOLWWLQJ�&ULWHULD prevent this. Thesystem cannot combine, for example, two billing due list items with the same sold-to party but differentpayers in a joint invoice, as every billing document is created for exactly one %XVLQHVV�3DUWQHU “Payer”.The “Payer” is for this reason predefined in the system as a fixed splitting criterion.

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It is possible to create transaction or delivery-related billing documents. You can set controls for this inCustomizing for &50�%LOOLQJ using the field %LOOLQJ�5HOHYDQFH in the ,WHP�&DWHJRU\� For these settingschoose�6$3�,PSOHPHQWDWLRQ�*XLGHÅ&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQWÅ7UDQVDFWLRQVÅ%DVLF6HWWLQJVÅ'HILQH�,WHP�&DWHJRULHV�For further information on billing relevance in CRM Business Transactions, see the documentation forTriggering Billing [Page 203].

The system predefines the splitting criteria using the fields of the billing document header. Therefore,the system can only combine a number of billing due list items in a joint billing document when theyhave the same field contents for the following fields:

• Billing Type

• Billing date

• Business Partner “Payer”

• Billing unit

• Terms of payment

• Incoterms

You can use the Billing Engine Framework metadata to add further fields as splitting criteria. Branchto this in Customizing for &50�%LOOLQJ�and choose 6$3�,PSOHPHQWDWLRQ�*XLGH�Å�&XVWRPHU5HODWLRQVKLS�0DQDJHPHQW�Å�%LOOLQJ�Å�6\VWHP�(QKDQFHPHQWV�Å�(GLW�0HWDGDWD�In addition, you can influence splitting criteria using the copying requirement /BEA/BDCPREQ. Forthis, choose 6$3�,PSOHPHQWDWLRQ�*XLGH�Å�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�Å�%LOOLQJ�Å�'HILQH&RS\LQJ�5HTXLUHPHQWV.

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The following methods are possible for generating billing documents:

• Creating individual billing documentsFor further information, see also Executing Individual Billing [SAP Library].



• Creating collective billing documents (online or in the background)For further information, see also Collective Billing [SAP Library].

��

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Fig.: Subprocess - billing of billing due list items showing all process steps up to creation of billing documents

As soon as you have triggered individual or collective billing, the system executes the following stepsup to creating billing documents:

1. Grouping of billing due list items according to payer and suggested billing document type for eachprocessing package (for collective billing this takes place in the background)

2. Transferring billing due list items into billing document items and completing relevant master data(item partner, item text and item price) by calling up the relevant services

3. Combining all relevant billing document items for a billing document while taking splitting criteriainto consideration

4. Assembling the billing document including header, item and service data and completion ofrelevant master data (header partner, item text and item price) by calling up the relevant services

5. Updating the billing document in the database (for collective billing in the background) andtriggering output processing (by calling up action processing among other methods)

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The system has created one or more billing document items from one or more billing due list itemswhile taking the set splitting criteria into consideration.If you were expecting a combination of relevant items in one billing document instead of the creation oftwo documents, you can find more information by displaying the reasons for the invoice split. To dothis, select both relevant billing documents in the billing document list under 3URFHVVLQJ�%LOOLQJ'RFXPHQWV�and choose 'LVSOD\�6SOLW�$QDO\VLV�



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The trigger for billing is specified in Customizing for the item category for CRM Business Transactionsby the ELOOLQJ�UHOHYDQFH�field.

Go to 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF

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You have the following options for triggering billing:

• Not relevant for billing: The transaction is not relevant for billing (for example, an item in a free-of-charge delivery or a quotation).

• External billing: billing is controlled in the R/3 back-end system or another external system.

• Transaction-related billing document in CRM Billing.

• Delivery-related billing document in CRM Billing.

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• 6DYH�WKH�WUDQVDFWLRQ��ELOOLQJ�UHOHYDQFH�(�� relevant for transaction-related billing. For atransaction in the CRM System, CRM Billing is called up for billing the order quantity (for examplecredit and debit memos from complaints processing).

• &RQWUDFW�UHOHDVH�IRU�WUDQVDFWLRQ��ELOOLQJ�UHOHYDQFH�%�� as a rule, relevant for transaction-relatedbilling after the contract release. For a transaction in the CRM System, CRM Billing is called up forbilling the order quantity, if the transaction (usually a contract) is released.



• &RQILUPDWLRQ�IRU�WUDQVDFWLRQ��ELOOLQJ�UHOHYDQFH�'�� relevant for transaction-related billing afterconfirmation. For a transaction in the CRM System, CRM Billing is called up for billing the orderquantity if the transaction (usually a service transaction) is confirmed.

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For a transaction in the CRM System, CRM Billing is called up for billing the cumulated deliveryquantity. (The delivery in the R/3 back-end system returns the delivery quantity to the CRMtransaction).

&DXWLRQ��In this case, you must make sure that the corresponding item category is set to “notrelevant for billing”�in the R/3 back-end system.

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Following successful delivery and goods issue in the R/3 System, CRM Billing is called up in the CRMSystem for billing the delivery quantity.

In this case, the corresponding item category is set DXWRPDWLFDOO\ to billing-relevance Q (billing inthe CRM System) in the R/3 back-end system.

For delivery-related CRM Billing (billing-relevance F), you must set the item category whichwas determined for the transaction to GHSHQGHQW�LWHP in Customizing for Billing. This ensures thatbilling is carried out dependent on the delivery (&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�'HILQH�,WHP&DWHJRU\).

For delivery-related billing, SAP recommends using billing-relevance F, as, in contrast to billing-relevance C, reference is made to individual delivery.



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�3D\PHQW�&DUG�3URFHVVLQJYou can make the customizing settings for payment card processing under:

IMG: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3D\PHQW�&DUGV

�&XVWRPL]LQJ�3D\PHQW�&DUG�3URFHVVLQJ

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The following tables give an overview of the Customizing activities for payment card processing, whichare divided into four groups: Basic Settings, Settings for Transactions, Settings for Authorization andSystem Modifications.

For general information, see Payment Card Processing [SAP Library].

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To access the activities in the first table, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF

)XQFWLRQV�→�3D\PHQW�&DUGV�→�%DVLF�6HWWLQJV�

&XVWRPL]LQJ�DFWLYLW\ :KDW�\RX�GR

Assign Checking Rule Assign function modules to checking rules

Maintain Payment Card Type Assign checking rules to payment card types[SAP Library], and specify whether cardnumber are encrypted

Assign Payment Card Category to PaymentCard Type

Assign categories [SAP Library] to card types

Maintain Payment Card Category Define payment card categories

Maintain Payment Card Blocks Enter names and alphanumeric keys that



describe reasons for blocking cards

To access the activities in the second table, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF

)XQFWLRQV�→�3D\PHQW�&DUGV�→�6HWWLQJV�IRU�7UDQVDFWLRQV�


Define Customer PaymentGuarantee Procedure

Define SD\PHQW�JXDUDQWHH�SURFHGXUHV�>6$3�/LEUDU\@,such as payment cards

Assign Payment Card PlanType to Business Transaction

Specify SD\PHQW�FDUG as the payment plan type for thebusiness transaction types [SAP Library] in which you usepayment cards

Define Checking Group Specify various settings for authorization, such how long thevalidity period is, and whether the system interprets datafrom AVS [SAP Library] and CVV [SAP Library] checks

Assign Checking Group toBusiness Transaction

Assign checking groups to the business transaction types forwhich you use payment cards

To access the activities in the third table, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF

)XQFWLRQV�→�3D\PHQW�&DUGV�→�6HWWLQJV�IRU�$XWKRUL]DWLRQ�


Determine Organizational Unit for Clearing Assign the standard role FOHDULQJ to theorganizational units in your company thatprocess payment card transactions

Define Merchant ID Enter the merchant IDs [SAP Library] thatclearing houses [SAP Library] assign to you

Assign Merchant ID Assign merchant IDs to organizational unitsand payment card types

Determine Authorization Module Assign authorization modules to merchant IDs

Define Texts for Check Results Enter short texts, that are displayed intransactions, describing the responses thatclearing houses send you

To access the activities in the fourth table, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF

)XQFWLRQV�→�6\VWHP�0RGLILFDWLRQV�→�3D\PHQW�&DUGV�


Additional Fields for Payment Plan Customize the payment plan to includeadditional fields

Additional Fields for Payment Plan Date Customize the payment plan to includeadditional fields

Event Handler for Payment Plans Set the system to alert you to changes intransactions, such as a new currency or a newpayer [SAP Library] in the payment plan

Determine Merchant Set the system to determine merchant IDsbased on criteria other than organizationalunits

Structure for Communication with ClearingHouse

Specify how the system sends data to clearinghouses, and how it reacts to information fromthe clearing houses. You can, for example, setthe system to authorize all amounts over USD



5000.00 with a certain clearing house, and toignore information from the clearing house incertain cases.

Header and Item Data of Authorization Customize transaction documents by addingfields for data at header and item level

Requirement for Authorization (Transaction-Dependent)

Define additional requirements for successfulauthorization

Merging/Split of Values to be Authorized Set the system to create multiple authorizationson one payment card, for example, if you planmultiple deliveries

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Credit management limits financial risks for your organization by allowing you to carry out creditchecks in transaction processing, and by forwarding documents, blocked for credit reasons, directly tothe employees responsible for reviewing them.

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To carry out a credit check, CRM uses a Remote Function Call (RFC) to contact SAP R/3 or anotheronline transaction processing (OLTP) system where you do financial accounting. You must define aRFC destination, and specify this destination for the credit check.

To define RFC destinations in Customizing, choose &XVWRPHU�5HODWLRQVKLS 0DQDJHPHQW →&50�0LGGOHZDUH�DQG�5HODWHG &RPSRQHQWV → &RPPXQLFDWLRQ�6HWXS�→�'HILQH�5)&'HVWLQDWLRQV�

To specify destinations for the credit check, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→&50�0LGGOHZDUH�DQG�5HODWHG�&RPSRQHQWV�→�&RPPXQLFDWLRQ�6HWXS�→�'HILQH�0LGGOHZDUH3DUDPHWHUV��Then choose the activity 2/73�5��&UHGLW�&KHFN�and enter a RFC destination forthe parameter &50&5('&+(.

The standard credit check in CRM calls up the automatic credit check in SAP R/3. If you use a systemother than R/3 for financial accounting, you must implement your own checking rules to enable CRMto call up this system.

To implement checking rules in Customizing, choose &XVWRPHU�5HODWLRQVKLS 0DQDJHPHQW →%DVLF�)XQFWLRQV → 6\VWHP�0RGLILFDWLRQV → &UHGLW�0DQDJHPHQW → 'HILQH�&KHFNLQJ�5XOHVand ,PSOHPHQW�&KHFNLQJ�5XOHV.

For more information on the credit check, see Automatic Credit Check [Page 209].

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Either when you save a transaction document, or when you choose (Credit check) at the top of theitem screen area, CRM calls up a credit check from your OLTP system.

When CRM receives the check results, it sets credit status at item level, sets overall credit status atheader level and enters related messages in the application log. If one or more items have the status&UHGLW�&KHFN�QRW�2.��the overall status for the transaction is also�&UHGLW�&KHFN�QRW�2.��Credit statusfor an item is displayed on the 6WDWXV tab page for that item, and overall credit status is displayed onthe 6WDWXV tab page at header lever.

When you save, CRM transfers error-free documents into the OLTP system. (It transfers both thosewith the status &UHGLW�&KHFN�2. and those with &UHGLW�&KHFN�QRW�2. because the latter does notcount as an error.) In the OLTP system, you can continue processing documents with the status &UHGLW&KHFN�2., such as by creating deliveries or billing documents.



If you raise the price or quantity or change currency, business partners [SAP Library], organizationaldata or delivery dates in CRM, the system automatically does a new credit check when you save.

CRM blocks transactions with the status &UHGLW�&KHFN�QRW�2. for further processing, and, throughWorkflow, sends them to the employee responsible for reviewing them. He or she can then release orreject the transactions.

For more information on workflow, see SAP Business Workflow for Credit Management[SAP Library].

The following illustration provides an overview of credit management, showing how CRM and R/3communicate with each other.

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Item 1

Item 2

Item 3

CRM R/3 or OLTP1. You create an document in CRM.

2. When you save, or when you choose

the &UHGLW�FKHFN icon, CRM calls up thecredit check in R/3.

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3. R/3 sends a response to CRM.

4. CRM sets overall status at headerlevel.

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7. If status is &UHGLW�FKHFN�2.��you cancreate subsequent documents in R/3.

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RU5. Error-free documents are replicated

in R/3. &UHGLW�FKHFN�QRW�2. is QRW anerror.

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Item 1

Item 2

Item 3

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Item 1

Item 2

Item 3

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Item 1

Item 2

Item 3

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Item 1

Item 2

Item 3

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Item 1

Item 2

Item 3

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Item 1

Item 2

Item 3

6. CRM forwards &UHGLW�FKHFN�QRW�2.

documents, through Workflow, to theresponsible employee.

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1. Credit management in CRM is limited due to the separation of CRM from a financial accountingsystem. It consists primarily of the credit check called up from the OLTP system, and theprocessing of blocked transactions in workflow.

2. Credit checks, changes or cancellations of documents created in CRM should be made only inCRM, not in the OLTP system. This constraint exists because changes in the OLTP system arenot replicated in CRM. Therefore the status of the CRM documents would not match the status ofthe changed OLTP documents. However, subsequent documents, such as deliveries and invoicescan be made in the OLTP system.

If R/3 is your OLTP system, and you change a document created in CRM in R/3, R/3 displaysa message.

3. The standard automatic credit check evaluates the payer’s credit standing based on creditexposure calculated for values from transactions in R/3. It does not consider values for anytransactions, new or changed, not yet transferred into R/3, or values from orders invoiced withCRM Billing.

The system calculates credit exposure based on values for open orders, open deliveries,open billing documents and open items. For more information, including how to work withstatic and dynamic credit limit checks, see the documentation for this R/3 Customizing activity:

6DOHV�DQG 'LVWULEXWLRQ → %DVLF�)XQFWLRQV → &UHGLW�0DQDJHPHQW�5LVN 0DQDJHPHQW → 'HILQH$XWRPDWLF�&UHGLW�&RQWURO



�$XWRPDWLF�&UHGLW�&KHFN

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The automatic credit check allows you to evaluate a transaction based on the credit standing [SAPLibrary] of the payer in SAP R/3, and therefore ensure proper further processing of the transactiondocument.

For information on credit management in general, see Credit Management. [Page 207]

3UHUHTXLVLWHV

• You have completed the three CRM Customizing activities under:

&XVWRPHU�5HODWLRQVKLS 0DQDJHPHQW → %DVLF�)XQFWLRQV → &UHGLW�0DQDJHPHQW

• You have maintained credit management accounts in SAP R/3.

For information on credit management in R/3, see 6$3�/LEUDU\ → /RJLVWLFV → 6DOHV�DQG

'LVWULEXWLRQ → &UHGLW�DQG�5LVN�0DQDJHPHQW

• You have completed Customizing for credit management in R/3.

To carry out Customizing in R/3, choose 6DOHV�DQG 'LVWULEXWLRQ → %DVLF )XQFWLRQV → &UHGLW0DQDJHPHQW�5LVN�0DQDJHPHQW

• The fields in the 5HDFWLRQ column in the Customizing activity�'HILQH�$XWRPDWLF�&UHGLW�&RQWURO�areset to�%�or�'�

To set these fields, choose 6DOHV�DQG 'LVWULEXWLRQ → %DVLF�)XQFWLRQV → &UHGLW

0DQDJHPHQW�5LVN 0DQDJHPHQW → &UHGLW�0DQDJHPHQW → 'HILQH�$XWRPDWLF�&UHGLW�&RQWURO.

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1. You trigger the credit check either when you save a document, or when you choose (Creditcheck) at the top of the item screen area.

2. CRM then gets ready to do the check, which may actually consist of a series of checks: one foreach item category [SAP Library] in the document. CRM therefore first groups the items by itemcategory, and, for each group, totals the open values, including tax, of the requested quantity oferror-free items. If the document contains items belonging to one item category, CRM only doesone check.

3. CRM calls up the automatic credit check and sends the information on open values to R/3, alongwith data on the credit group, sales organization, currency, payer and other business partners.

4. R/3 uses this information to determine the R/3 credit group, credit control area [SAP Library],credit management account of the payer, and the account’s risk category.

5. R/3 checks the payer’s credit standing.

6. It then sends the results of the credit check back to CRM.

7. CRM enters the overall credit status for the document on the 6WDWXV tab page in the documentheader, and enters credit status for each item on the 6WDWXV tab pages at item level. CRM alsoenters messages, describing the results of the check, in the application log.

This illustration shows how CRM and R/3 communicate with each other to carry out the automaticcredit check.



CRM 3.0 SAP R/3

2. CRM groups items by item category anddoes 1 check per group. 1 item category =1 check

3. CRM uses a RFC to call up the automatic

credit check in R/3, and sends data to R/3.

R/3 determinescredit control area,R/3 credit group,payer’s creditmanagementaccount, accountrisk category

4. R/3 approves or denies items

based on the payer’s credit standing.

or�;

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Sales item

Sales item

Leasing item

5. CRM sets status at item level, sets overallstatus at header level, and enters messagesin the application log.

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;

Order

CRM sends credit group, sales organization,currency, partners, and total open values foreach item category to R/3.

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Messages andlong texts

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1. Saving, or pressing the &UHGLW�FKHFN

icon, triggers the credit check

Date post:	26-Dec-2015
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