CRM100

CRM - Customizing Fundamentals

SAP CRM

Date

Training Center

Instructors

Education Website

Participant HandbookCourse Version: 95 Course Duration: 5 Day(s) Material Number: 50099342

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

Copyright

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

Typographic ConventionsAmerican English is the standard used in this handbook. The following typographic conventions are also used.

Type Slyle IH'M/ripliiiii :

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths, and options.

Also used for cross-references to other documentation both internal and external.

Example text 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 key words of a programming language, when surrounded by body text, for example SELECT and INCLUDE.

Exam ple t e x t Screen output. This includes file and directoiy names and their paths, messages, names of variables and parameters, and passages of the source text of a program.

Example text Exact user entry. These are words and characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

Icons in Body TextThe following icons are used in this handbook.

Icon Meaning

уFor more information, tips, or background

Note or further explanation of previous point

A Exception or caution

' K '

Procedures

©Indicates that the item is displayed in the instructor's presentation.

Course O verv iew ............................ ...........................................................vii

Course Goals..................................................................................... viiCourse Objectives............................................................................viii

Unit 1: EhP1 fo r SAP CRM 7.0 - O verv iew ...........................................1

SAP CRM Functions and Architecture.............................................2SAP CRM WebClient User Interface................................................8

Unit 2: Account M anagem ent.................................................................25

Overview of Accounts and Business Partners............................. 26Account Classification Options and Account Hierarchies............49Data Exchange with the SAP ERP System..................................58

Unit 3: Organizational M anagem ent.................................................... 77

Organizational Model........................................................................78Determination of Organizational Data in Transactions................ 93

Unit 4: Product M aster............................................................................ 107

Basic Features of the Product Master.......................................... 108Set Types, Attributes, Categories, and Hierarchies................... 114

Unit 5: Transaction Processing........................................................... 147

Structure of Transactions...............................................................148Transaction Types Item Categories and Item Category

Determination............................................................................. 154Basic Functions in Business Transactions................................. 202

Unit 6: Activity M an ag em en t.................................................................231

Overview of Activity Management................................................ 232Customizing Activities and Special Activity Functions.............. 238

Unit 7: Partner P ro ce s s in g ................................................................... 263

Overview of Partner Processing...................................................264Customizing Partner Processing...................................................270

Unit 8: A c tio n s ........................................................................................... 295

Action Processing............................................................................296

Unit 9: Pricing...................................................................................329

Overview of Pricing......................................................................... 330Condition Maintenance and Pricing Functions............................. 342

Unit 10: CRM Billing......................................................................... 369

Overview of CRM Billing.................................................................370Customizing CRM Billing.................................................................380

Unit 11: CRM Middleware............................................................... 403

Overview of CRM Middleware........................................................404Data Exchange between SAP CRM and SAP ERP................... 411Consistency and Monitoring of the Data Exchange.....................425

Unit 12: CRM WebClient U l.............................................................437

Overview of CRM WebClient Ul.....................................................438

Index....................................................................................................467

I.

0

The course introduces important master data and covers base customizing settings of the SAP CRM solution.

This course does not cover key functions or contact channels in detail. The course focuses on more “generic” topics (for example, master data and general concepts of transaction processing as well as basic functions).

Target Audience

This course is intended for the following audiences:

• Customers, consultants and project team members responsible for configuring basic functions of the SAP CRM systems

• Users of SAP ERP Central Component and new customers planning to implement SAP CRM

• Customers and consultants who need detailed knowledge about base Customizing in EhPl for SAP CRM 7.0 systems.

Course Prerequisites

Required Knowledge

• This course requires the course SAPCRM (SAP CRM Solution Overview).

Recommended Knowledge

• Knowledge of SAP ERP Sales and Distribution (SD) helps.• Knowledge of the SAP CRM Learning Maps.• Customers and partners can use the following links to the SAP CRM learning

maps on SAP Service Marketplace:

— http://service.sap.com/okp to register

(OKP stands for SAP Online Knowledge Products.)

— http://service.sap.com/rkt-crm for access

http://service.sap.com/okp

http://service.sap.com/rkt-crm

Course GoalsThis course will prepare you to:

• understand the concept of master data (Accounts, the Organizational Model and Products)

• perform basic customizing of business transactions• customize basic functions relevant for transaction processing• describe options of the CRM Billing application• understand the main functions of the CRM Middleware• describe the basic features and functions of the CRM WebClient Ul

Course Objectives

After completing this course, you will be able to:

• Gain a deeper knowledge of basic data in CRM as well as selected generic CRM functions

EhP1 for SAP CRM 7.0 - Overview

Unit OverviewThis unit gives an overview of the SAP CRM application.

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

• Describe the SAP CRM application• Describe the various components of the SAP CRM architecture• Define CRM Middleware• Navigate in the CRM WebClient Ul• Know of CRM WebClient Ul personalization options• Understand who will access the CRM system via SAP GUI• Explain the concept of Customizing.

Unit ContentsLesson: SAP CRM Functions and Architecture...............................................2

Exercise 1: Characteristics of the SAP CRM Application....................... 5Lesson: SAP CRM WebClient User Interface..................................................8

Exercise 2: Logon and Personalization.................................................... 13

Lesson: SAP CRM Functions and Architecture

Lesson Overview

This lesson introduces the SAP CRM application by covering its key functions and architecture.

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

• Describe the SAP CRM application• Describe the various components of the SAP CRM architecture• Define CRM Middleware

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

The Customer

Field W eb Channel ln,ersc,ion Partner Applications Center channel

End-to-end Proce

* *

Figure 1: SAP CRM Overview

SAP Customer Relationship Management (SAP CRM) is a comprehensive solution for managing your customer relationships. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.

SAP CRM is part of SAP Business Suite.

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

SAP CRM can be integrated into the SAP NetWeaver Portal.

Figure 2: Architecture of SAP CRM

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

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

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

• SAP ERP as a back-end system with well-proven ERP functions• BI functions of SAP NetWeaver with comprehensive statistical and analysis

capabilities• SAP SCM as a global solution for product availability checks and demand

planning

Figure 3: SAP CRM and Other SAP Systems

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

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

CR100 Lesson: SAP CRM Functions and Architecture

Exercise 1: Characteristics of the SAP CRM Application

Exercise Objectives

After completing this exercise, you will be able to:• understand differences between SAP ERP and SAP CRM

Business ExampleYou would like to better understand the differences of the SAP CRM and SAP ERP application

Please answer the following questions

1. Which of the following scenarios/functions are not part of SAP CRM?Choose the correct answer(s).□ A Logistics Execution□ В Billing□ С Controlling□ D Sales Order Processing□ E Service Contract Management□ F Human Capital Management

2. Web Channel functionality (E-Commerce; WebShops; internet Sales) requires SAP CRM. SAP ERP does not offer this functionality. Determine whether this statement is true or false.□ True□ False

Task:

Solution 1: Characteristics of the SAP CRM Application

Task:Please answer the following questions

1. Which of the following scenarios/functions are not part of SAP CRM?

Answer: A, C, F

CRM offers Marketing, Sales and Service functions which also include CRM Billing. Order fulfillment (Logistics Execution), Controlling and Human Capital Management are not part of SAP CRM.

2. Web Channel functionality (E-Commerce; WebShops; Internet Sales) requires SAP CRM. SAP ERP does not offer this functionality.

Answer: False

“SAP Internet Sales in ERP” allows to sell products via a Web Shop which is connected to an ERP system.

Lesson Summary

You should now be able to:• Describe the SAP CRM application• Describe the various components of the SAP CRM architecture• Define CRM Middleware

Lesson: SAP CRM WebClient User Interface

Lesson OverviewThis lesson introduces the CRM WebClient User Interface.

Lesson Objectives

After completing this lesson, you will be able to:

• Navigate in the CRM WebClient Ul• Know of CRM WebClient Ul personalization options• Understand who will access the CRM system via SAP GUI• Explain the concept of Customizing.

Business ExampleYour company has selected SAP CRM as its Customer Relationship Management solution. Therefore, you want to become familiar with the user interface provided by SAP CRM.

Header AreaHome

Ta»lc> ::

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Work Area-Navigation Bar

Figure 4: CRM WebClient User Interface

With the CRM WebClient Ul, SAP delivers a harmonized online user interface. The CRM WebClient is designed for the business user and presents a role-based workspace that provides an easy-to-use navigation and user interface.

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

The CRM WebClient Ul looks the same in all applications. It can be adjusted easily using standard tools and functions (e.g. the Ul Configuration Tool).

Navigation Bar and Header Area build the so-called L-Shape.

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

From a SAP CRM 7.0 SAP GUI session it is possible to start the CRM WebClient Ul using transaction WUI.

The course CR580 (SAP CRM User Interface) gives details on how to realize typical changes to the Ul configuration.

L-Shape characteristics

■ Upper area static regarding position and size

■ Navigation bar can easily be configured

L-Shape contains

1. System links

2. Central search

3. W ork area title

4. History back/forward

5. Navigation bar

6. Quick create links

7. Recent Items

8. Open/ciose navigation bar

Technical and other information on EhP1 for SAP CRM 7.0 can be found under http://service.sap.com/crm-inst -» SAP enhancement package 1 for SAP CRM 7.0

Figure 5: CRM WebClient Ul - Details

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

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

http://service.sap.com/crm-inst

i Corporate A cco un t: Media S tore/A N TIO C H

Assignment blocks . ’I (DiS'piay Expanded, Lazy, Hrdtten)

TablesЯ Ш

1. General Settings■ Keys in dropdown lists

■ Tab order definition mode

■ Preview of new messages above message bar

2. Overview Page (only page layout)

■ Tags and Favorites

■ GoTo Menu

■ Visibility and sequence of content

3. Tables■ Multiple table views

■ Visibility, sequence and width of columns

■ Drag & Drop

4. Saved Search Models■ Often used searches

can be saved

5. Central Sharing Tool■ Distribution of saved

searches, tags and favorites

Figure 6: CRM WebClient Ul - Personalization

Users can personalize the CRM WebClient Ul. However, simple customizingsettings can be used to restrict the personalization options.

Personalization can be invoked via drag & drop or using the same (skin-dependant)push-button. E.g. on the slide above the active skin is called Signature Designand the personalization push-button looks like a pencil.

The general personalization settings include

• My Data: Various user information, password change• Settings: time zone, date format, time format, decimal notation, screen

reader mode, enabling of keys in dropdown lists, enabling of tab order definition mode and enabling of the configuration mode

• Shortcuts: flexible definition of keyboard shortcuts to screen areas and functions

• Layout: impacts on visual layout, definition of quick create links• SAP CRM Feed• Favorites: SAP CRM Links, Web Links or Widgets

SAP GUI for administrators and administrative activities...п»ШМШШ1Д1Ш Ш М ИS w A v tx M Cu& ii>*rrss№w*ixt>b1»i^vm eM ™ '

E 7

Figure 7: The Role of the SAP Graphical User Interface (SAP GUI)

As o f SAP CRM 2006s/2, the SAP GUI interface should only be used for administrative purposes.

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

What is Customizing in an SAP system?

The settings in the SAP system that are used to adjust the default functions to the customer’s unique business requirements.

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

Figure 8: What is Customizing?

In SAP systems Customizing means parameterization rather than programming.

If the standard or customized functions of the SAP CRM application do not meet the customer’s requirements, it is possible to make program enhancements. This includes the implementation of Business Add-Ins (BAdls).

BAdls are usually embedded content-specific in the Implementation Guide.

BAdls can be found using SAP Menu —*■ Architecture and Technology —> ABAP Workbench —> Utilities —»• Business Add-Ins or via transaction codes SE18, SE19.

Exercise 2: Logon and Personalization

Exercise Objectives

After completing this exercise, you will be able to:• Log on to the CRM system using the SAP GUI• Log on to the CRM WebClient Ul• Make user-specific default settings/personalized settings

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

You make some personalized settings in the WebClient UI.

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

Task 1:Log on to the CRM system.

1. Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password.

Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu as we will be using it frequently during this course.

2. Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Insert transaction. Use this entry to call the CRM WebClient UI.

Transaction code: WUI

PHint: Note that OSS note 1467488 has been implemented in the training system. It is also possible to start the CRM WebClient UI from SAP GUI via transaction code WUI_SSO.

User name and password from SAP GUI session are transferred and the default browser language is used.

3. Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI passing on special parameters.

Continued on next page

Choose BSP Application CRM_UI_START, Description WebClient UI and Start Page default.htm.

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

) Hint: This course provides the option of selecting other business roles (“sneak previews”). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions.

Task 2:

Personalize some of the relevant settings for the WebClient UI.

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

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

3. Explore the other personalization options.

PHint: With EhPl for SAP CRM 7.0 it is possible to show keys in dropdown lists. Therefore choose Personalize Settings.

Enable the option to preview new messages above the message bar.

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

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

2. Optional: Personalize the result list to optimize the display.

Hint: Observe the option to create multiple table views, a feature which is available with EhPl for SAP CRM 7.0.

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

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

5. Personalize the information that is displayed for an account.


mailto:[email protected]

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

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

Task 4:

In the various exercises of this course, data is created which you will use later on. You can use this sheet to make a separate note of the data in the exercises that is indicated by [—>Data sheet],

1.

Unit Type of Data Number/Value RemarkAccountManagement

Sold-to party

AccountManagement

Contact

Organizational Model

Organizational unit ID

0


Determinationrule

ProductMaster

Product

ProductMaster

General item category group

TransactionProcessing

Quotation(sales/servicetransaction]

<First quotation##>



<Second quotation##>


Order[sales/serviceconfirmation]


Solution 2: Logon and Personalization

Task 1:Log on to the CRM system.

1. Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password.

Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu as we will be using it frequently during this course.

a) Choose the menu (not the Easy Access menu) Favorites —» Insert Transaction.

Transaction code: SPRO.

Choose Continue (ENTER).

2. Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Insert transaction. Use this entry to call the CRM WebClient UI.


PHint: Note that OSS note 1467488 has been implemented in the training system. It is also possible to start the CRM WebClient UI from SAP GUI via transaction code WUI_SSO.

User name and password from SAP GUI session are transferred and the default browser language is used.

a) Choose the menu Favorites —> Insert transaction



3. Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI passing on special parameters.


Choose BSP Application CRM UISTART, Description WebClient UI and Start Page defaulthtm.

a) Choose the menu Favorites —> Add other objects

Choose URL type BSP Application and enter the following:

BSP Applicat.: CRM_UI_START

Description: CRM WebClient

Start Page: defaulthtm

Parameter: sap-system-login-basic_auth = X

Parameter sap-language = EN (or other language keys)


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

Hint: This course provides the option of selecting other business roles (“sneak previews”). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions.

a) Double-click Start CRM WebClient in your favorites.

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

Choose Sales Professional in the selection screen that is displayed.

be£> Note: This course provides the option of selecting otherbusiness roles (“sneak previews”). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions.


C h a n n e l . S a p „ c e «

Task 2:

Personalize some of the relevant settings for the WebClient UI.

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

a) After logging on to the WebClient UI, choose Personalize.

Choose Personalize Layout

Skin: Signature Design

Hint: In customizing it is possible to define a default skin for many/all users working with the CRM WebClient UI.

Therefore an appropriate Technical Profile has to be prepared in the system.

Choose Save.

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

a) After logging on to the WebClient UI, choose Personalize.

Choose Personalize Navigation Bar.

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

PHint: You can also personalize the appearance of the Recent Items area.

Choose Save.

3. Explore the other personalization options.

Hint: With EhPl for SAP CRM 7.0 it is possible to show keys in dropdown lists. Therefore choose Personalize Settings.


Enable the option to preview new messages above the message bar.

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

Choose Personalize Settings.

In the Messages section flag Preview o f new messages above message bar.

Choose Save.

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

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

a) Choose Account Management.

Choose Search —> Accounts

Name 1 /Last Name: ##Megastore

Choose Search (ENTER).

2. Optional: Personalize the result list to optimize the display.

PHint: Observe the option to create multiple table views, a which is available with EhPl for SAP CRM 7.0.

a) You can call the personalization function for the result list by the appropriate icon. Optionally you can sort, filter, resize or drop table columns.

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

a) Choose Save Search As: AC_##Mega.

Choose Save.

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


feature

choosing drag &

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

a) Choose the hyperlink Name in the result list to go to the details of the corporate account ##Megastore.

In Account Details choose Edit.

The e-mail field is in the Main Address and Communication Dataarea.

Enter CRM-##.TEST@SAPIDES .COM.

Choose Save.

5. Personalize the information that is displayed for an account.

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

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

a) Choose the Personalization function for the overview page (pencil icon).

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

PHint: You also can change the order and load options for the displayed assignment blocks.

Choose Save.

Task 4:In the various exercises of this course, data is created which you will use later on. You can use this sheet to make a separate note of the data in the exercises that is indicated by f-^-Data sheet].

1.

Unit Type of Data Number/Value Remark

AccountManagement

Sold-to party 2 , m s o

AccountManagement

Contact i l O O ' i y i '


mailto:[email protected]


Organizational unit ID

o g to tp & W y


Determinationrule

ProductMaster

Product

ProductMaster

General item category group



<First quotation##>



<Second quotation##>


Order[sales/serviceconfirmation]

a) -

Lesson Summary

You should now be able to:• Navigate in the CRM WebClient UI• Know of CRM WebClient UI personalization options• Understand who will access the CRM system via SAP GUI• Explain the concept of Customizing.

Unit Summary

You should now be able to:• Describe the SAP CRM application• Describe the various components of the SAP CRM architecture• Define CRM Middleware• Navigate in the CRM WebClient UI• Know of CRM WebClient UI personalization options• Understand who will access the CRM system via SAP GUI• Explain the concept of Customizing.

Account Management

Unit OverviewThis unit gives an overview of the CRM Account application and related features and functions.


• Explain the concept of Account Management• Explain the concept of the SAP Business Partner• Describe relationships between accounts• Describe some additional account functions• Describe marketing attributes, account classification and the account life

cycle• Describe account hierarchies• Explain the data exchange for business partners

Unit Contents

Lesson: Overview of Accounts and Business Partners............................. 26Exercise 3: Account Maintenance.......................................................... 37Exercise 4: Optional Exercise: Customizing of Address Types.........45

Lesson: Account Classification Options and Account Hierarchies.......... 49Lesson: Data Exchange with the SAP ERP System..................................58

Exercise 5: Optional Exercise: Business Partner Templates for Sales Area Data................................................................................................... 63

Lesson: Overview of Accounts and Business Partners

Lesson Overview

This lesson provides an overview of account management and the business partner concept.


• Explain the concept of Account Management• Explain the concept of the SAP Business Partner• Describe relationships between accounts• Describe some additional account functions

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

Lesson Objectives

Account Contact Employee

IndividualAccount

CorporateAccount

Transfer from Human Resources departm ent

(SAP HCM) possible

U l

GroupAccount

Figure 9: Business Partners in the Application

Business partners are any parties in which your company has a business interest. You can create and manage your business partners centrally for different business transactions, and reflect the different roles they play, such as sold-to party and ship-to party. A business partner can be any of the following:

• Accounts: An account is a company, individual, or group with which you have a business relationship. An account can be, for example, a customer, prospect, vendor, or competitor. Accounts are subdivided into Corporate Accounts (companies or organizations), Individual Accounts (private individuals) and Groups (any groupings such as households).

• Contacts: A contact is a person with whom you have a business relationship, and is mostly assigned to a corporate account.

• Employees: An employee is a member of your company, and involved in the interactions between your company and customers, prospects, vendors, and other parties.

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

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

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

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

Figure 10: SAP Business Partner

Business partner is the generic term used to refer to the parties involved in your interactions with customers. This term is used primarily in technical documentation and does not generally appear on the WebClient UI.

A business partner role is used to classify a business partner in business terms. The roles you assign to a business partner reflect the functions it has and the business transactions in which it is likely to be involved. A business partner role is used for classification purposes during data exchange with SAP ERP.

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

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

The business partner model in the CRM system differs from that o f the SAP ERP back-end system (customer master).

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

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

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CR100 Lesson: Overview of Accounts and Business Partners

Figure 11: Business Partner Categories

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

The above mentioned business partner categories are delivered with SAP CRM. Additional categories cannot be defined.

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

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

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

The business partner category cannot be changed after a business partner has been created.

Sold-to party

f e l lPayer i \

\/ Invoice

Competitor

I /

Figure 12: Business Partner Roles

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

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

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

In customizing one can define customer-specific business partner roles. Therefore choose SAP Customizing Implementation Guide —> Cross-Application Components —*■ SAP Business Partner —> Business Partner —> Basic Settings —> Business Partner Roles —> Define BP Roles

A business partner role is assigned to a business partner role category. Depending on the business partner role category, data distribution to SAP ERP is triggered.

Refer to OSS note 1257009 if role-dependent field modification (mandatory fields per business partner role) is needed in your system.

m Used for describing relationships between business partners

■ Attributes describe relationships

■ Some relationships are time-dependent

RMG Inc Smith & Partners

Business partner No. 60095

Business partner No. 62031

1st May 1 9 9 5 -3 1 s t March 2003is shareholder of

80% лFigure 13: SAP Business Partner: Relationships 0 rrC& U4Jl*tM JL

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

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

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

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

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

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

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

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

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

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

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

i l l

Contact Person Relationship

has contact person

Organization is contact person for Person

Relationship Attributes

;::Г||1Щ|ЙЙтП|ёП1:;;р!:;:111ййтегй|111

attorney

Figure 14: Business Partner Relationship Category (Example)

You create a contact person relationship with the relationship category “has contact person” between a business partner having the BP category Organization, and a business partner having the BP category Person.

With SAP CRM 7.0 it is possible to have a time-dependant contact person relationship. Therefore you have to activate this feature in customizing. Choose SAP Customizing Implementation Guide —*■ Cross-Application Components —> SAP Business Partner —> Activation Switch for Functions . Activate Development CRM_BUT050.

I n t e g r a t i o n o f B m s m e & s Address S e r v i c e s (11 A S )

я Any number of addresses for each business partner

■ Address usage assigns addresses to the relevant business processes

a One address as standard address

■ Postal address and/or e-mail address

■ Address-dependent and address-independent communication data

a Postal validation against SAP regional structure

■ Standard interfaces (BAdls*) for external tools

♦ Postal validation

♦ Error-tolerant search

♦ Check for duplicate entries

♦ Data cleansing

Figure 15: Business Partner: Address Management

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

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

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

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

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

You define the activities and address types you need, and specify whether several addresses can be assigned to an address type in Customizing for Cross-Application Components, by choosing SAP Customizing Implementation Guide —> Cross-Application Components —> SAP Business Partner —> Business Partner —»Basic Settings —> Address Determination.

The worldwide use of SAP software requires the use of many different fonts. International address versions are an attribute of Business Address Services that enable addresses to be printed in different fonts depending on the country. In

this context, “different fonts” does not refer to country-specific features within a character set, such as umlauts in German and accents in French, but rather fonts that consist of their own character sets, e.g. Chinese, Japanese or Korean.

Account Buying Center

Fact Sheets

Corporate Account

I - ' •••- I G I ••

Fact Sheet/PDF Fact Sheet

Figure 16: Additional Functions

(Гм оге^

Templates can be used to maintain Sales Area data.

The following sales-area-dependent data sets reference templates, which can then be assigned in business partner maintenance:

• Sales data• Shipping data• Billing data• Blocking reasons

When working with templates in business partner maintenance:

• The attributes of the data sets are displayed as defined in the template and cannot be changed (display mode). A text shown below the Own Data button specifies the origin of the data, indicating whether it is derived from a template assigned to the business partner, or if it is the business partner’s own data. Click Information to display technical data on the template, such as its technical name, type, and the read method

• By clicking Own Data, you can copy the data from the template to the data set. You can now overwrite the template data with your own data and save it. Any changes made subsequently to the template are therefore no longer reflected in the business partner.

• You can switch back to the referenced data by clicking Delete Own Data. Your own data has now been deleted and the template data is once again displayed.

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

IMG path: SAP Implementation Guide —> Customer Relationship Management —> Master Data —* Business Partner —> Templates

Buying Center

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

• Depicts the relationship set of the people involved in the sales process• Used to enter the descriptive attributes of each person such as their opinion

on their solution or their personal value selling

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

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

Account Fact Sheet

The fact sheet provides you with an immediate and condensed overview of information about business partners taken from several sources such as business partner master data, statistical and transaction data, derived from SAP CRM, SAP ERP, and SAP NetWeaver BI. It enables you to see quickly and easily the most important details about your key customers.

The UI component for the fact sheet is BSPDLCFS . Customers can adjust the layout and content of the fact sheet by creating a specific UI configuration of the view factsheet.

Quick Create:

j Hint: With EhPl for SAP CRM 7.0 it is possible to create a missing account from any object the account should be related to e.g. Activity or Opportunity without leaving the context of the current object. Only some basic data like Address- and Communication-Data is mandatory.

Exercise 3: Account Maintenance

Exercise Objectives

After completing this exercise, you will be able to:• Maintain accounts in the application• Explain the concept of business partners in the SAP CRM system

Business Example

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

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

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

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

Business Role:jSales Professional

Enter the following information in the appropriate fields:

(## corresponds to your group number).

Account Details

Name 1 ##Stockmann

Street/House Number Rue##

Postal Code 750##

City Paris

Country France (Use Input Help)

Language French Use Input Help)

Transport Zone Central France (Use Input Help)

Choose ENTER to confirm the data.

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


3. Maintain the Sales Area Data in the relevant assignment block.

Using the Input Help select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank.

4. Enter shipping information.

Shipping Own data (checkbox)

Incoterms 1 Free house (Use Input help)

Delivery Priority High

Shipping Conditions Standard

5. Enter billing information.

Billing Own data (checkbox)

Customer Pricing Procedure Standard

Currency EUR (Euro)

Terms of Payment Pay immediately w/o deductionCustomer Price Group New customersPrice List Type Retail

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

Save the account and note the number:

—»Data Sheet

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

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

SAP Menu —> Master Data —»• Business Partner —► Administration —* Monitoring BP Data Exchange

8. Optional:

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

SAP Menu —* Logistics —> Sales and Distribution —> Master Data —> Business Partner —» Customer —> Display —> Sales and Distribution (transaction VD03)


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

Address

Street/House Number Rue ##APostal Code 750##City ParisCountiy FR

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

Go back and save your data.

PHint: This new address will not be transferred into the ERP customers master!

10. Your contact in the purchasing department of the customer ## Stockmann is Michael ##Contact.

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

Title Mr.

First Name Michael

Last Name ##C ontact

Language French

Function Buyer

Department Purchasing

Go back and save your entries.

You can see the number o f the contact i f you choose the Edit action,

to call the contact details again.

Contact ID_________________ —» Data Sheet

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

Solution 3: Account Maintenance

Task:

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

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

Hint: Business Role: Sales Professional

Enter the following information in the appropriate fields:

(## corresponds to your group number).

Account DetailsName 1 ##Stockmann

Street/House Number Rue##

Postal Code 750##

City ParisCountry France (Use Input Help)Language French Use Input Help)

Transport Zone Central France (Use Input Help)

Choose ENTER to confirm the data,


Choose Create —> Corporate Account.

Insert the data above and choose Enter.

2. Assign the role of Sold-To Party to your account,

a) Choose assignment block Roles.

Role: Sold-To Party

3. Maintain the Sales Area Data in the relevant assignment block.


Using the Input Help select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank.

a) Choose the assignment block Sales Area Data.

Choose New.

Sales Org. ID: Use the input help.

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

4. Enter shipping information.

Shipping Own data (checkbox)Incoterms 1 Free house (Use Input help)

Delivery Priority High

Shipping Conditions Standard

a) Enter the data given in the exercise.

5. Enter billing information.

Billing Own data (checkbox)Customer Pricing Procedure Standard

Currency EUR (Euro)

Terms of Payment Pay immediately w/o deduction

Customer Price Group New customers

Price List Type Retail

a) Enter the data given in the exercise.

Choose Back.

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

Save the account and note the number:


• Data Sheet

a) Choose the assignment block Tax Classification.

Choose Edit List.

Country ID: FR (use Input help)

Tax Type ID: MWST

Tax Group ID: FULL

Choose Save.

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

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

SAP Menu —> Master Data —> Business Partner —* Administration —> Monitoring BP Data Exchange


Choose Search —> Accounts.

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

Open the Identification Numbers assignment block.

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

8. Optional:

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

SAP Menu —> Logistics Sales and Distribution —» Master Data —>Business Partner —* Customer —» Display —> Sales and Distribution (transaction VD03)

a) Customer: <Number of Account>

Choose Customer's sales areas....

At least one row should be displayed.

Double-click this line and choose Continue

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


Address

Street/House Number Rue ##APostal Code 750##

City Paris

Country FR

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

Go back and save your data.

Hint: This new address will not be transferred into the ERP customers master!

a) Choose the Addresses assignment block and choose New.

Enter the data given in the exercise.

Choose Back.

Choose Save.

10. Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact.

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

Title Mr.

First Name Michael

Last Name ##Contact

Language French

Function BuyerDepartment Purchasing

Go back and save your entries.

You can see the number of the contact if you choose the Edit action,

to call the contact details again.


Contact ID__________________________ —> Data Sheet

a) In the assignment block Contacts choose New.

Enter the data given in the exercise.

Choose Back.

Choose Save.

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

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

SAP Menu —» Logistics —> Sales and Distribution —► Master Data —> Business Partner —> Customer —> Display —+ Sales and Distribution (transaction VD03)

Customer: <Number of account>

Choose Continue

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

Exercise 4: Optional Exercise: Customizing of Address Types

Exercise ObjectivesAfter completing this exercise, you will be able to:• Set up a new address type in Customizing and use it in the account application

Business Example

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

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

1. In Address Determination customizing create the new transaction ZZ## with the description ##Payer.

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

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

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

Solution 4: Optional Exercise: Customizing of Address Types

Task:

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

1. In Address Determination customizing create the new transaction ZZ## with the description ##Payer.

a) SAP Menu —* Architecture and Technology —> Configuration —> Customizing

Choose SAP Reference IMG.

SAP Customizing Implementation Guide —> Cross Application Components —» SAP Business Partner —* Business Partner —> Basic Settings —* Address Determination —* Define Transactions

Choose New Entries.

Business Transaction: ZZ##

Description: ##Payer

Choose Save.

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

a) SAP Customizing Implementation Guide —> Cross ApplicationComponents —> SAP Business Partner —> Business Partner —> Basic Settings —* Address Determination —> Define Address Types

Choose New Entries.

Address Type: ZZ##

Short name: ##Payer

Name: ##Payer address

Several uses: Leave blank

Choose Save.


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

a) SAP Customizing Implementation Guide —> Cross ApplicationComponents —> SAP Business Partner —»Business Partner —*■ Basic Settings —> Address Determination —> Assign Transaction to Address Type

Choose New Entries.

Business Transaction: ZZ##

Address Type: ZZ##

Choose Save.

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

a) Search for and open your account ##Stockmann.

Choose the Addresses assignment block and choose New.

AddressStreet/House Number Rue ##B

Postal Code 750##

City Paris

Country FRAddress Type ZZ##

Choose Back.

Choose Save.

Lesson Summary

You should now be able to:• Explain the concept of Account Management• Explain the concept of the SAP Business Partner• Describe relationships between accounts• Describe some additional account functions

i n c t n

Lesson: Account Classification Options and Account

Hierarchies

Lesson OverviewThis lesson gives an overview of options to “classify” an account.


• Describe marketing attributes, account classification and the account life cycle

• Describe account hierarchies

Business ExampleYour enterprise wants to classify accounts and trace the account life cycle.

Attribute group: "PC User"

Application area

Level o f expertise

Preferred channel

Newsletter

Characteristic Values/Attributes

Office □Multimedia [x|Internet

BeginnerAdvancedExpert

Telephone □ E-mail FaxText msg

Yes No

Entry via SAP CRM or W eb shop

Figure 17: Marketing Attributes

Marketing Attributes are used as criteria for differentiating between business partners. They can be used to perform individually tailored marketing activities.

In the Segment Builder, you model marketing profiles by combining attributes into attribute lists. Some of these attributes may be those that you create in the CRM Marketing transaction (below) others may derive from SAP BI or from business partner master data.

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

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

Criteria Attributes Values

SOrg DChani Division Country Attribute Value

3020 Wholesale High tcch Role Customer

2200 Wholesale Role Prospect

2200 Service Role Competitor

3120 Wholesale 1 Rating Gold

1000 1'Wholesale DE Rating Silver

1100 Partner m m g m m Role Customer

!

Figure 18: Account classification - Structure

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

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

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

Integration is provided with SAP NetWeaver BI and enables reporting to be performed based on the account classification.

1. Maintain the list with contents

(”"] CriteriaCriterion 1

Criterion 2

Criterion 3

Criterion 4

Criterion 5

Attribute 1

Attribute 2

Attribute 3

Sales organization

Distribution channel

Division

Country

P~| Attributes

Rating

Role

|"j] Categories

ACCOUNT

2. Make the assignments

0 | Categories '.XG-iJilT

f J Category ~> Attributes

Rating

Г~| Categoi у --> Criteria

Sales organization

Distribution channel

Country

3. Maintain values

Rsf Ш> Define Custom er Class

Figure 19: Customizing the Account Classification

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

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

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

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

Customizing path: SAP Implementation Guide —» Customer Relationship Management —> Master Data —» Business Partner —* Define Account Classification.

Figure 20: Account Life Cycle

A life cycle stage enables you to record the different stages o f a business partner as it progresses through its life cycle, with each stage representing a different view at a particular point in time. For example, a business partner might start off as a potential, move on to an intermediate stage as a prospect, before finally becoming a customer

A life cycle stage is technically a business partner role. The assignment of stages to a life cycle is defined using the functionality provided by role exclusion groups. A life cycle therefore corresponds to a role exclusion group. These contain a range of roles that are mutually exclusive.

This means that only one business partner role in an exclusion group can be assigned to a business partner at any one time. This ensures that the assignment of roles from a role exclusion group to a business partner is unambiguous. Assigning a role which belongs to a role exclusion group is therefore the same as assigning a unique status. To enable a sequence of statuses, you can define transitions between the roles contained in a role exclusion group, thus defining the order in which the life cycle stages occur. In this way you can prevent a business partner from omitting a stage or returning to a previous stage.

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

Freely definable life cycle stages

Different fields depending on life cycle staqe "Evolution"

Life cycle status Fields at header level

Role A Assignment block 1

Role ВAssignment block 2

Role СAssignment block n

Account classification

Figure 21: Effects of the Account Life Cycle

The settings for the account life cycle are in Customizing:

SAP Implementation Guide —> Cross-Application Components —* SAP BusinessPartner —> Business Partner —> Basic Settings —> Business Partner Roles —>Define BP Role Exclusion Groups

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

Use the В Adi: Configuration o f Views activity to make field modifications.

Use the BAdI: Configuration o f Assignments activity to add and removeassignment blocks.

Use the BAdI: Setting o f Attribute Defaults activity to assign default values tofields at account header level.

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

Potential

Qualified Contact

Stage 1 Customer

Stage 2 Customer

Figure 22: Account Life Cycle: Stages and Sequences

Definition of life cycles, stages and sequences

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

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

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

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

Figure 23: Account hierarchies

The account hierarchy allows you to map complex organizational structures of a business partner (for example, buying group, co-operative or chain of retail outlets).

In contrast to the customer hierarchy in SAP ERP, the nodes cannot be equated with the business partners themselves; rather the business partners are assigned to the nodes. You can assign as many business partners as you like to a hierarchy node.

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

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

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

• Initial data transfer: object D NLC U STTH IT• The SAP ERP customer hierarchy types must be mapped to the CRM

business partner group hierarchy types.• The SAP ECC R/3 table KNVH (customer hierarchies) must be downloaded

into SAP CRM. Initial data transfer: object DNL_BUPA_KNVH.

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

Account hierarchies are mapped withh i e r a r c h y t r e e in CRM.

■ For example, purchasingcollaboration, chains, and so on.

f t c e e a a f s are also assigned to the hierarchy nodes.

Once the creation of the account hierarchy has been successfully completed, the system activates continuous data exchange (delta load) between SAP ERP and SAP CRM for each ERP customer hierarchy type which has been assigned to a CRM account hierarchy category in Customizing.

P ric in g

■ Conditions and price agreements are assigned to hierarchy nodes.

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

,, - BP10;l in g S t r u c tu r e -

■ Business partners are grouped together in a hierarchy for statistical and analyticalpurposes B p 6 g j BP70j B P 8 0 j B P90 j

BP101 BP20) BP40| BP501 BP60! BP70j BP80I BP90j

Figure 24: Hierarchy Categories

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

An account can be assigned several hierarchies from different categories.

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

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

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

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

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

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

Lesson Summary

You should now be able to:• Describe marketing attributes, account classification and the account life

cycle• Describe account hierarchies

Lesson: Data Exchange with the SAP ERP System

Lesson Overview

This lesson describes how CRM business partner data is exchanged with SAP ERP customer master data.


• Explain the data exchange for business partners

Business ExampleYour organization wants to enable data exchange between SAP CRM and the ERP backend SAP ECC.

Figure 25: Transferring Business Partner Master Data into the System

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

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

I C I

j e f i\ KC R 1 0 0 ________________________________________________ L e sso n : D a ta E x c h a n g e w ith th e S A P E R P S ys tem

This can be defined via IMG activity SAP Customizing Implementation Guide —> Customer Relationship Management —* Master Data —* Business Partner —> Basic Settings —* Maintain Reference Business Partner for Consumers

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

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

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

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

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

Customer Master (ERP)General Data

Sales Area Data %

Com pany Code Data ^(Accounting) ....-» not existing in CRM

Figure 26: ERP Customer Master

The customer master groups data into categories: general data, sales area data, and company code data.

General data is relevant for sales and distribution and for accounting. It is stored centrally (client-specific) to avoid data redundancy. It is valid for all organizational units within a client.

рл г + « Г

, . - У / « ^

O V T P

Sales area data is relevant for sales and distribution. It is valid for the respective sales area (sales organization, distribution channel, and division).

Company code data is relevant for accounting. It is valid for the respective company code. The customer master includes all data necessary for processing orders, deliveries, invoices, and customer payments.

To maintain the customer master data relevant for sales and distribution and accounting, data fields are grouped on different tab pages. The general data is maintained independently of the organizational units.

By changing the Customizing settings, you can hide certain fields on a tab page or make them required entry fields.

One way to change customer master data is to use menu SAP Menu —* Logistics —» Sales and Distribution —» Master Data —> Business Partner —> Customer —> Change —> Complete (transaction XD02)

Figure 27: SAP ERP Customer vs. SAP CRM Business Partner

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

SAP ERP and SAP CRM also have two different concepts for the use of business partners in business processes (for example, in a quotation). In the SAP ERP system you can only use a customer with the correct account group (for example, sold-to party). In SAP CRM you can use any business partner for a specific

1 > 11. I &»1« ■ гшш.т* «в»

purpose, regardless of their role. However, the necessary data must be maintained beforehand (for example, a business partner can only be used as a sold-to party when pricing data is maintained).

In SAP ERP systems account groups are defined in Customizing. Choose SAP Customizing Implementation Guide —> Logistics - General —*■ Business Partner —* Customers —» Control —> Define Account Groups and Field Selection for Customers

BP Role Classification

sold-to party Customer

Prospect

Competitor

Consumer

Prospect •«$“

Competitor

Consumer

Account group

0001

0005

0006

-► 0170

Partner Role

j.S o ld -to party

Ship-to party

' Sn* ВШ-to party

Payer

Figure 28: Mapping of Classifications and Account Groups

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

You should create your own account group for the data transfer from SAP CRM to SAP ERP.

You cannot define your own classifications. The Classification and Account Group fields arenot displayed in the standard CRM WebClient UI. Those are hidden fields which can be displayed using a different UI configuration of the AccountDetails view. The fields are part of context node Marketing.

The classification is derived from the role category (via coding). Each business partner role is assigned a business partner role category. Therefore see IMG activity SAP Customizing Implementation Guide —> Cross-Application Components —> SAP Business Partner —> Business Partner —> Basic Settings —> Business Partner Roles —> Define BP Roles

In SAP CRM, the role categories Sold-to Party, Ship-to Party, Bill-to Party and Payer are assigned to the classification Customer. This classification then is assigned to exactly one account group (PIDE).

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

Transaction P10E in SAP ERP is used for controlling the data exchange of SAP ERP Custom ers w ith SAP CRM B usiness Partners and vice versa

Figure 29: Transaction PIDE in SAP ERP

Via transaction code /npide in SAP ERP systems, the mapping o f Classifications to Account Groups and vice versa can be maintained.

For detailed information on how to set up the data exchange for business partners see

the Online HelpBest Practice Documentation (Building Block COS: CRM Master and Transaction Data Replication)

Exercise 5: Optional Exercise: Business Partner Templates for Sales Area Data

Exercise Objectives

After completing this exercise, you will be able to:• Create different mini-templates• Create a new template for sales area data and assign this a mini-template• Create sales area data for an account using the new template.

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

Task:You want to create and use a template for the sales area data.

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

b) Maintain the template description ##Sales attributes.

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

Save the mini-template and do not transport it.

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

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

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


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

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


3. a) Create the mini-template ##SaIes for the Business Partner application object and mini-template type Shipping, Attributes.

b) Maintain the template description ##Shipping attributes.

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


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


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


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

b) Maintain the template description ##Billing attributes.

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


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

b) Maintain the template description ##BiIling, Sales Area.

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


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

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

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

Solution 5: Optional Exercise: Business Partner Templates for Sales Area Data

Task:You want to create and use a template for the sales area data.

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

b) Maintain the template description ##Sales attributes.




a) SAP Menu —»Architecture and Technology —> Configuration —*

Customizing


SAP Customizing Implementation Guide —> Customer Relationship Management —> Master Data —> Business Partner —> Templates —>

Maintain Mini-Templates

Choose Create Template.

Application Object: BUPA

Mini-Template Type: CRM_SALES_ATTR

Mini-Template: ##SaIes

Choose ENTER.

b) Maintain the template description ##SaIes attributes.

Choose Text

Template Description: ##Sales Attributes

Choose Continue.


Choose Insert Line B>.

Customer Group 3: К

Incompleteness Group: HTX1

Choose Save.

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

Stay in template maintenance.

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


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



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

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

a) Choose Create Template.


Mini-Template Type: CRM_SALES_SA

Mini-Template: ##Sales

Choose ENTER.


Choose Text

Template Description: ##SaIes, Sales Area

Choose Continue.

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

Choose Insert Line Hk

Choose Insert Line В again.

Use the input help to assign sales organization IDES CRM Training Company; Final customer sales;

Choose Continue.

Mini-Template: ##SALES.

Choose Save.

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

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



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




Mini-Template Type: CRM_SHIPPING_ATTR

Mini-Template: ##Shipping

Choose ENTER.


Choose Text 0 ".

Template Description: ##Shipping Attributes

Choose Continue.

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

Choose Insert Line S .

Incoterms (Part 1) UN (Not free)

Shipping Condition: 02 (Standard)

Delivery Priority: Normal

Choose Save.

Choose No in the “Transport Mini-Template” dialog box.


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


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





Mini-Template Type: CRM_SHIPPING_SA

Mini-Template: ##Shipping

Choose ENTER.


Choose Text .

Template Description: ##Shipping, Sales Area

Choose Continue.

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

Choose Insert Line S k

Choose Insert Line В again.

Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales;

Choose Continue.

Mini-Template: ##Shipping.

Choose Save.


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

b) Maintain the template description ##Billing attributes.






Mini-Template Type: CRM_BILLING_ATTR

Mini-Template: ##Billing

Choose ENTER.

b) Maintain the template description ##Billing Attributes.

Choose Text 1^.

Template Description: ##BiIling Attributes

Choose Continue.


Choose Insert Line B>.

Customer Pricing Procedure 1 (Standard)

Currency: EUR

Terms of Payment: 0001 (Special Payment Term 0001)

Choose Save.



a) Create the mini-template ##BiIIing for the Business Partner application object and mini-template type Billing, Sales Area Assignment.

b) Maintain the template description ##BiIIing, Sales Area.

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





Mini-Template Type: CRM BILLING_SA

Mini-Template: ##Billing

Choose ENTER.

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

Choose Text

Template Description: ##Billing, Sales Area

Choose Continue.

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

Choose Insert Line B .

Choose Insert Line US’ again.

Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales;

Choose Continue.

Mini-Template: ##BILLING

Choose Save.


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

a) SAP Customizing Implementation Guide —> Customer Relationship Management —»Master Data —* Business Partner —> Templates —> Assign Mini-Templates to Templates

Choose New Entries.

Template: ##Template

Description: ##Template for Sales Area Data

Choose ENTER.

Choose Save.


Select the new entry ##TempIate.

In the dialog structure, double-click Templates —> Mini-Templates

Mini-Template Type: CRM_SALES_SA

Choose Continue 4?.

Confirm the next dialog box.

Choose New Entries.

Mini-Template: ##Sales, Sales Area

Choose Save.

Choose Back © twice.

Select the new entry ##TempIate.

In the dialog structure, double-click Templates —* Mini—Templates

Mini-Template Type: CRM_SHIPPING_SA

Choose Continue


Choose New Entries.

Mini-Template: ##Shipping, Sales Area

Choose Save.


Select i the new entry ##Template.

In the dialog structure, double-click Templates —> Mini-Templates

Mini-Template Type: CRM BILLINGJSA

Choose Continue


Choose New Entries.

Mini-Template: ##Billing, Sales Area

Choose Save.


Choose Save.

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


© 2 0 1 0 S A P A G . All rights reserved. 2 0 0 9 j■, t

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

a) Create a new corporate account according to the previous solution.

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

Lesson Summary

You should now be able to:• Explain the data exchange for business partners

Unit SummaryYou should now be able to:

Explain the concept of Account Management Explain the concept of the SAP Business Partner Describe relationships between accounts Describe some additional account functionsDescribe marketing attributes, account classification and the account life cycleDescribe account hierarchies Explain the data exchange for business partners

Organizational Management

Unit Overview


• Explain the use of the organizational model in SAP CRM• Maintain an organizational model• Explain the process of organizational data determination• Describe and define determination rules• Create an organizational data profile

Unit ContentsLesson: Organizational Model...................................................................... 78

Exercise 6: Maintaining the Organizational Model...............................87Lesson: Determination of Organizational Data in Transactions...............93

Exercise 7: Setting Up Organizational Data Determination................ 99

Lesson: Organizational Model

Lesson OverviewThis lesson introduces organizational management concept and the organizational model as central to the concept.

Lesson Objectives


• Explain the use of the organizational model in SAP CRM• Maintain an organizational model

Business ExampleYou are responsible for mapping the organizational structure of your company (marketing, sales, and service) in the CRM organizational model. You have to create a new organization model, but you also have to map parts of the organizational structure of the existing SAP ERP system in the CRM system.

Organizational Management allows you to:

•¥ Map your marketing, sales and service structure

Characterize your organizational units by organizational and general attributes

*§> Define rules to determine the responsible organizational unit

Figure 30: What is Organizational Management?

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

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

The Organizational Model in CRM is based on the SAP ERP basis component Organizational Management and has been adapted for use in CRM.

The organizational model is based on the organizational plan in the Human Resources System.

Relevant ©rgaiiizalienal units a re determined aaternaticigJIf w h en a transaetibri is c r e a te d

For example:

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

i t

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

Figure 31: Aim of Organizational Management

The following application areas in CRM use organizational management:

• Business transaction: Automatic determination of responsible organizational units based on data in the transaction document.

• Partner processing: Partner determination (Partner function Employee responsible).

• Payment card processing: Automatic determination of the organizational unit responsible for clearing.

• Tax processing: Business place determination.

In the example above, the Business transaction application is relevant.

A prospect calls an insurance company and asks, “Can you insure my new house?”

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

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

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

С у %

Figure 32: Organizational Model: Example

You can edit the organizational model using the CRM WebClient UI or SAP GUI. For differences please refer to OSS note 1404805.

Hint: In SAP GUI, for example use IMG a c t i v i t y Customizing Implementation Guide —*■ Customer Relationship Management —> Master Data —* Organizational Management —*■ Organizational Model —* Change Organizational Model

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

P Hint: For more details on this check the Online Help and find Differences in the Organizational Data in SAP ECC (SD) and CRM.

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

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

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

You can specify validity periods when editing the organizational model.

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

P Hint: It is possible to download both the organizational structure and HCM master data from SAP ERP to SAP CRM. For example in shared service scenarios it is important to set up Application Link Enabling (ALE) to distribute this data.

Refer to OSS note 1259797 and the attached document for more details. Also OSS note 550055 might be useful.

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

Organizational units Functional unit of a company

Position:Functional task distribution of individual items

Figure 33: Organizational Objects

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

There are two types o f organizational objects: organizational units and positions.

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

Unit 3: Organizational Management CR100

Positions show the functional task distribution of individual items and their report structures in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the sales manager for Europe.

Hint: Typically the position includes business role information which is mandatory to access the CRM WebClient UI.

Functions

Used to define the type of organizational unit.

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

E o m p ic s :Sales organization Sole* OTiiCc:Sales group Service organization P/arketing organization

General Attributes

Used to define therejounsioilitios of an organizational unit.

Several general attributes can be assigned to an organizational unit

Examples:CountryDivisionDistribution channel Postal code Transaction type

Figure 34: Functions and Attributes of an Organizational Unit

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

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

General attributes define the responsibilities of an organizational unit.

You can assign several attributes to an organizational unit.

You may define additional attributes for your company (table/view T770MATTR).

Sales oraanization 'nv° lves an organizational unit in sales thatstructures the company according to sales requirements.It is responsible for the success of a sales area.

Sales officc This location is responsible for sales of productsand services in a particular area.

_ , Group of sales employees who are responsible forSales group specjfjc products or scrvices.

A sales group has different areas of responsibility in a sale

Figure 35: Functions for Sales

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

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

This is the organizational unit in the _ service area in which scrviccs are

Scrvicc Organization planned and prepared.The service organization is responsible for the succcss of a service area.

This is the organizational unit to which service employees are assigned according

Scrvicc Team jo tasks and other criteria. It performsservice tasks at customer sites (for example, service technician group).

Figure 36: Functions for Service

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

The marketing organization is a characteristic of the marketing plans and

Marketing Organization campaigns. You can use it to define howyour enterprise structures the responsibilities for the marketing activities.

Figure 37: Function for Marketing

You can use the marketing organization characteristic as follows:

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

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

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

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

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

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

Organizational Unit: О 50001243 Paris Office

С

Scenario:

Function:

General Attributes:

Scenario:

Function:

General Attributes:

Scenario:

Function:

General Attributes:

Sales

Snles office

Distribution channel: 10 Country: FRRegion: 7 5 ,9 1 -9 5

Scrvicc

Service organization

Country: FRRegion: 0 1 -9 9

Marketing

Marketing organization

Country: FRProduct Category: Monitors

Figure 38: Functions and General Attributes: Example

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

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

Distribution channel 10 (final customer sales)

Country: France

Region: 75 (Paris), 91-95

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

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

II mm to d e fin e organ is. - *

Step 1:

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

■ Create organizational units and positions Assign organizational and general attributes

Step 2:

Ш Make the customizing settings forautomatic determination of organizational units in transaction documents

Step 3:

* Automatic determination in thetransaction (performed by the system)

Figure 39: Organizational Management: Overview

Defining organizational management:

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

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

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

□I-- .-- 1 .

WIZARD

Order

Sales Org. 0 50001243

Exercise 6: Maintaining the Organizational Model

Exercise ObjectivesAfter completing this exercise, you will be able to:• Outline an organizational structure using the organizational unit and position

objects• Assign the attributes of an organizational unit

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

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

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

Hint: Choose Sales Operations

2. On the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the code and ## Trade Fair Department as the description. The maintenance of an address is optional in the context of this course.

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

4. Can you change this assignment? Explain why.

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

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


Scenario Attribute Value Value to

Where do these attributes come from?

Now add an additional attribute Postal Code (scenario Sales) with the value 750##.

6. Your new organizational unit should be included during the organizational data determination. Make a corresponding entry for the scenario Sales.

Save the new organizational unit.

Code of the organizational unit____________ [—>data sheet]

Task 2:You want to create/add a new position to your organizational unit. Also assign an existing employee to this position.

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

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

M

C R 1 0 0 _______________________________________________________________________ L e s s o n : O rg a n iz a tio n a l M o d e l

Solution 6: Maintaining the Organizational Model

Task 1:

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

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

Hint: Choose Sales Operations

a) Choose Sales Operations.

Choose Search —> Organizational Model.

Find by: Organizational unit

Description: IDES CRM Training Company

Valid on: <Today>

Choose Search.

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

2. On the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the code and ## Trade Fair Department as the description. The maintenance of an address is optional in the context of this course.

a) Choose Organizational Unit. (Create button)

Description: ## Trade fair department

Code: ##TradeFair

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

a) In the Belongs To area of the Organizational Unit Details assignment block, you see that the Sales and Service Organization IDES CRM Training Company is assigned to the new department.


4. Can you change this assignment? Explain why.

a) You cannot change this assignment because it is an attribute inherited from a higher-level organizational unit.

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

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


S a l e <? t> is / r C h o tn t o■£<? ( •o § E e f . с и t r £ U ^Sot. I ^ s C r i U n - f ГЦ 'P ie

r - \ r ; ep С'оЫ.м + '-'Л'S-Q r i / i c e I p O S l a ! C ede I S O o<o 1 S V 9 9

I

Where do these attributes come from?

Now add an additional attribute Postal Code (scenario Sales) with the value 750##.

a) Choose the Attributes assignment block.


Sales DistributionChannel

10

Sales Ref. currency EURSales Country FR

Service Postal Code 75000 75099

Service Country FR

These attributes were passed down from the root node. You can add the Inherited indicator using the personalization options.

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

Choose Edit List.

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


6. Your new organizational unit should be included during the organizational data determination. Make a corresponding entry for the scenario Sales.

Save the new organizational unit.

Code of the organizational unit____________[—>data sheet]

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

Choose Save.

Task 2:You want to create/add a new position to your organizational unit. Also assign an existing employee to this position.

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

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

Choose Position. (Create button)

Description: ## Head of Trade Fair Dept.

Code: ##Manager

Head of Org. Unit: Set

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

a) Choose Employee. (Add button)

Search criterion: User CRM—##.

Select the employee within the result list.

Save your settings.

Lesson Summary

You should now be able to:• Explain the use of the organizational model in SAP CRM• Maintain an organizational model

O r < Y О 5 0 0 i j - 0 0 l >

I W S> ^ o o i i o o s

U & r C A M - 0 6

p t f f a Г щ С е з O f

Lesson: Determination of Organizational Data in

Transactions

Lesson Overview

This lesson details organizational unit determination during a business transaction.

Lesson Objectives


• Explain the process o f organizational data determination• Describe and define determination rules• Create an organizational data profile

Business Example

You set up automatic organizational determination to automate your sales and service processes as much as possible.

Autom atically via organizational model

then

All other organizational units derived from the responsible Organizational unit

T ran saction

Organizational data

Responsible organizational unit

| Sales organization |

| Distribution channel J

Service organization |

Figure 40: Determining the Responsible Organizational Unit (1)

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

A utom atically via responsibility

Manualentry

You can define rules in Customizing for automatic organizational data determination. There are two different rule types:

Responsibility determination rules

Organizational model determination rules

There are many SAP standard determination rules available. In the corresponding IMG activity use the search help in order to find appropriate determination rules before starting to create new rules.

■o0)Г9■oa.3(Л■O

Uiv>О<D

Sales O rder

Business partners (for example,M. J. Leconte from Paris,75 France)


Potential organizational units are searched for

in the organizational model

Responsibilities

(Direct specification of the

responsible organizational unit

Search criteria

Figure 41: Determining the Responsible Organizational Unit (2)

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

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

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

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

IMG path: SAP Implementation Guide —* Customer Relationship Management -» Master Data —> Organizational Management —► Organizational Data Determination —> Change Rules and Profiles

2 0 0 0 0 1 4 - 1

l - f - ZL e sso n : D e te rm in a tio n o f O rg a n iz a tio n a l D a ta in T ra n s a c tio n s

Organizational model

.. Function: Sales organization/

_____ I \ distribution channel 10 t

__ YT e a m l | ®aissorganization:FR

Dlslribulion channel: 10

Safes organization: FR

DisfrS>uUon Channel: 10

TransactionBusiness partner: Bardot

| Organizational data [

Responsible OU: Team 1 *—

* Sales organization: Sales FR

* Distribution channel: 10

Determination rule (organizational data profile)

Container: Responsibility: JfBk

2. L - Z Team 2

Figure 42: Determination Rule - Responsibility: Example

1. A CRM document (for example a Quotation) is created; Account Bardot is entered.

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

3. Team 1 is transferred to the quotation as the responsible organizational unit.4. Team 1 is mapped in the organizational model with the (inherited)

characteristics Sales Organization = FR and Distribution Channel = 10. This information is also transferred to the corresponding fields of the quotation.

Organizational model

S a le s FR™ 1 Function: Sales organization/‘ distribution channel 10 .

о ~ | Sales organization: FR

Disinbution cnannsi: 1C

Name: A - К

Sales organization: FR

Distribution СП£

Name: L - Z

TransactionBusiness partner: Bardot

ОOrganizational data

Responsible OU: Te a m l

Sales organization: Sales FR

Distribution channel: 10

D ete rm in a tio n ru le (o rg an iza tio n a l d a ta p ro file )

Rule definition: I Container:

S earch m od u le Name

Figure 43: Determination Rule - Organizational Model: Example

1. A CRM document (for example a Quotation) is created; Account Bardot is entered.

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

3. Team 1 is found as the responsible organizational unit.4. Team 1 is mapped in the organizational model with the (inherited)

characteristics Sales Organization = FR and Distribution Channe = 10. This information is also transferred to the corresponding fields of the quotation.

Transaction Type

... vOrganizational Data Profile

Application 4 -Determination Rule

Rule Type: Responsibilities

Rule Type:Organizational Model

Responsibilities can be assianed directlv

Only organizational units, no attributes required

Determination according to the attributes of the organizational units

Organizational model must be defined with attributes

Figure 44: Organizational Data Determination: Overview

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

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

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

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

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

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

You can create the organizational model autom atically.

я A prerequisite fo r the autom atic generation is that no organizational model already exists in the CRM system, because existing organizational models could be overwritten.

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

Figure 45: Automatic Generation of the Organizational Model

IMG path: SAP Implementation Guide —> Customer Relationship Management —> Master Data —* Organizational Management —> Data Transfer —* Copy SAP ECC Sales Structure.

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

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

Exercise 7: Setting Up Organizational Data Determination

Exercise Objectives

After completing this exercise, you will be able to:• Create a determination rule and an organizational data profile, which are

used for automatic organizational data determination

Business ExampleYou would like to set up and understand organizational data determination in CRM business transactions. Since you have already set up a new department in the organizational model with dedicated responsibilities, you want this department determined when creating a CRM document like Quotation.

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

1. You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use.

Copy the appropriate determination rule and maintain the following:

Use ORGATTR## as the code for the new determination rule and Determination Rule ## as a description (object name).

2. Delete the Region attribute from the container and save the determination

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

Task 1:

Hint: Determination Rule 10000164

rule.

[Data sheet]

Task 2:Organizational data profile maintenance

1. Create the new organizational data profile ZORGPROF##


with the description Organizational Data Profile ##.

2. Choose the Sales scenario.

3. Add the determination rule you created earlier.

4. Set the Sales Organization and Distribution Channel indicators.

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

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

As long as the Simulation works properly, things should be all right.

Solution 7: Setting Up Organizational Data Determination

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

1. You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use.

Hint: Determination Rule 10000164

Copy the appropriate determination rule and maintain the following:


Use ORGATTR## as the code for the new determination rule and Determination Rule ## as a description (object name).

a) SAP Menu —»Architecture and Technology —> Configuration —>Customizing


SAP Customizing Implementation Guide —-> Customer Relationship Management —> Master Data —> Organizational Management —» Organizational Data Determination —*■ Change Rules and Profiles — Maintain Determination Rules

Choose IMG activity documentation S k

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

Close the documentation and execute the IMG activity.

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

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

Choose Copy. 8 P O O ® 1 ^ 1

Note: Use $TMP as the development class (package).

Hint: Observe that a determination rule 10000144 (ORGMAN_14) exists which is able to determine maintained sales areas of a business partner. This kind of determination is used in SAP ERP Sales Order maintenance!

Delete the Region attribute from the container and save the determination rule.

___________ [Data sheet]

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


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

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

PHint: If your organizational unit is not determined, check if the Allow Org. Unit to be Determined indicator is set properly for your organizational unit.

If more than one organizational unit is found, someone might have maintained a postal code interval.

Task 2:Organizational data profile maintenance

1. Create the new organizational data profile ZORGPROF##

with the description Organizational Data Profile ##.

a) SAP Customizing Implementation Guide—> Customer Relationship Management —» Master Data —► Organizational Management —> Organizational Data Determination —> Change Rules and Profiles —* Maintain Organizational Data Profile

Choose New Entries.

Profile: ZORGPROF##

Descriptive text: Organizational Data Profile ##

2. Choose the Sales scenario.

a) Choose Sales from the list of scenarios.

3. Add the determination rule you created earlier.

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


a)

the Sales Organization and Distribution Channel indicators.

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

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

As long as the Simulation works properly, things should be all right.

Select Sales Organization and Distribution Channel.

Save the organizational data profile.

Lesson Summary

You should now be able to:• Explain the process of organizational data determination• Describe and define determination rules• Create an organizational data profile

Unit SummaryYou should now be able to:• Explain the use of the organizational model in SAP CRM• Maintain an organizational model• Explain the process of organizational data determination• Describe and define determination rules• Create an organizational data profile

Product Master

Unit Overview

Unit Objectives

After completing this unit, you will be able to:

• Explain the concept of the CRM product master• Explain product hierarchies and categories• Explain set types and attributes• Enhance the product master using set types and attributes

Unit ContentsLesson: Basic Features of the Product Master.......................................... 108Lesson: Set Types, Attributes, Categories, and Hierarchies.................... 114

Exercise 8: Product Maintenance and Enhancement - Sales.......... 121Exercise 9: Product Maintenance and Enhancement - Service (Optional)............. ............................................................................ .....135

Lesson: Basic Features of the Product Master

Lesson OverviewThis lesson explains the basic features and concept of the CRM product master.

Lesson Objectives


• Explain the concept of the CRM product master

Business ExampleYour company wants to open new distribution channels and to conduct the sale of its products with the CRM system. You want to create product master data according to the CRM product master concept.

Materials Services

ip

0 * 1

CRM Product Master

ЖFinancing

Warranties

Figure 46: Product Types

Products are goods which are the object of a company's business activities. Products can be tangible, such as a PC, or intangible, such as services like PC maintenance.

The product master provides you with all information on the products that your company purchases and sells. It is the central source from which product-specific data can be retrieved. Product information is used in marketing, sales, and service processes.

The product master functionality is integrated into various business roles and therefore provides all functionality you require for working with products within the relevant business context.

The CRM system recognizes up to six different product types. The product types IP, Financing wdFinancing are industry specific.

Product types are predefined in the system.

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

ERP material master data can be transferred to the CRM system.

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

Notebook "HT-1010" (product/m aterial)

Repair "SRV1_4" (service)

Custom erw arranty■■WP_001"(m asterwarranty)

Premium support "SER_023”(service/contract product)

8.00 12.00 18:00 8.00 12.00 18:00 Time

Figure 47: Examples of Products

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

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

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

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

Warranty WP 001: This is a (master) warranty that was created in the CRM system. It can be assigned installation components (for example, installation component 3305) and (individual) objects. Warranties are used in service processes.

New

Display

Copy с

Change

Relationships or dependencies between products can be modeled

Figure 48: Maintaining Products

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

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

SAP Customizing Implementation Guide —> Customer Relationship Management —* Master Data —> Products —* Business Add-Ins —> BAdI: Allow Changes to Product Data

HT-1010

HT-1010

HT-1010

4 ^

< 4 *

Accessories

Custom er material number

Service

R-1160

MS-1010 (BP 3271)

SRV1 4

ProductRelationship

Figure 49: Relationships

/■ ^!■. ■/

C 0 M M - 4 T T R 2 B TThe Accessories relationship can be used in the context of product proposals (CRM marketing). Product proposals can be made for customers who order products on the Internet and employees in the Interaction Center.

Selection of other relationship types:

Customers (here, for example, a customer material number can be assigned) Vendors (here, for example, a vendor material number can be assigned) Components (a structured product is mapped with this)Services (default products for the service order processing)Service parts (default products for the service order processing)Warranties (used in the product registration)

The relationship Customer/Distribution Chain (Middleware adapter object CUST_MAT_INFO) is used to download the ERP customer material number to SAP CRM.In order to maintain relationships in the product master, explicit assignments must have been made for them in category processing.A separate assignment block is displayed for each relationship in the CRM WebClient UI.Customer-specific relationship types can be defined with the Easy Enhancement Workbench. Some extra steps then make these visible in the CRM WebClient UI. See SAP Note 1139562 for more information.

■ Product master is leaner

■ Maintenance of competitor products

■ Relationships

■ Integration in business processes

Com petitor Product

HT-1010 Com petitor product

i Own productC-0100

Cumppt Inr- Com petitor

Figure 50: Competitor Products

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

Competitor products can be included within functions such as Activity Management and Opportunity Management.

Source

I f e

ERP

1. Initial download (once) SAP CRM

2. Delta download (permanent)

Figure 51: Download of Material Master Data

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

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

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

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

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

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

Lesson Summary

You should now be able to:• Explain the concept of the CRM product master

Lesson: Set Types, Attributes, Categories, and Hierarchies

Lesson OverviewThis lesson explains how the product master can be enhanced using set types and attributes to better describe products.


• Explain product hierarchies and categories• Explain set types and attributes• Enhance the product master using set types and attributes

Business ExampleYou would like to understand the set up of CRM product masters. It will allow you to model/extend product master data according to your needs. You specifically will understand how to extend a product master with additional CRM attributes.

MS 1000 ......

t*h

i

Basic data

P ro d u c t c a te g o r ie s

HAT HAWA R3PRODSTYP

Descriptions

EN "Monitor 1000"

DE "Bildschirm 1000"

Units of m easure

Base unit PC

Sales Data

C ontro l fie lds

Sales unit

Item category group

Groupings

Product group

Volume rebate group

Sales text

"This screen is not only flat,

it is also extremely energy- efficient"

CRM Data jg|

MarketingSize

Color

Additionalinfo

Figure 52: Structure of the CRM Product Master

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

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

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

Customizing download => Base hierarchies

Figure 53: Base Hierarchies

The main base hierarchy generally replicated from SAP ERP is the base hierarchy for Material/Service R3PRODSTYP. This hierarchy is assigned to the application Product.

Base hierarchies for the product types Intellectual Property, Warranty or Service are created in SAP CRM.

If you are creating service products in SAP CRM and not replicating them from SAP ERP, do not use the hierarchy R3PRODSTYP as the base hierarchy for services, but create a new hierarchy in SAP CRM.

The report CRM PR FIN CREATE HIERARCHY is used to create a base hierarchy for the product type Financing

The adapter object for transferring the base hierarchies is D N LCU STPR O D l.

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

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

SAP ERP SAP CRM

Material type

Material group....

Product hierarchy

- R3MATCLASS

♦ R3PRODSTYP

R3PRODHIER

1. Generation of base hierarchies by Customizing download from ERPHierarchy ID: HierarchyR3MATCLASS Material groupR3PRODHIER Product Hierarchy

R3PRODSTYP Product Subtype

2. Assignment of the product application to a base hierarchy

SAP Menu - * Architecture and Technology -> M id d lew ares Data E xch ang es Initial Load ~> Start

Object: DNL_CUST_PROD1

Product R3PRODSTYP

S A P Im p le m e n ta t io n G u id e —> C ro s s - = •

A p p lic a t io n C o m p o n e n ts ^ S A P P r o d u c t

P r o d u c t C a te g o ry A s s ig n C a te g o ry

H ie r a r c h ie s to A p p lic a t io n s

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

Material R3PRODSTYPScrvice Г R3PRODSTYPWarranties WIY_HIER

Figure 54: Setting Up Product Master Maintenance

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

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

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

Basic Data

Product categories

MAT HAWA R3PR0DSTYP

Descriptions EN "Monitor 1000”

DE "Bildschirm 1000"

Units of measure

: Base unit PC :

Set type "units of measure"- Field is key?- Multiple use?-Distribution-chain-dependent?

- Active for templates?

Attribute "unit of m easure”

Attribute "volume”

Attribute "gross weight"

Attribute "net weight"

Figure 55: Set Types and Attributes

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

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

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

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

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

The integration of customer-specific set types into the CRM WebClient application is possible via a so-called enhancement.

You can use the template framework to maintain mini-templates, which can be reused by many product master records.

You assign mini-templates to categories in category and hierarchy maintenance. Mini-templates are therefore not assigned directly to products, but only to product categories.

Mini-templates can be inherited from higher-level categories within a hierarchy.

During product maintenance, the categories for the product in question are read at runtime. If a mini-template is found, its data is read to the corresponding attributes of the product if this product does not already have its own data.

Com puter Printers Monitors

Figure 56: Categories and Hierarchies

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

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

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

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

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

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

Hierarchy Categories Set types Attributes

MS 1000 (category "Monitors")

Monitor characteristics ( • set 4)

Coloi | White I

Size 21-inch |

Discontinued model |Yes|

Figure 57: Enhancing the Product Master: Overview

The figure above explain the various elements necessary to enhance the product master:

• Hierarchies• Categories• Set types• Attributes

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

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

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

SAP Menu —> Master Data —*■ Products —> Assign Set Types to Overview Pages

SAP Menu —> Master Data —*■ Products —* Create UI Configuration for Set Type

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

PHint: With EhPl for SAP CRM 7.0 new set types are delivered, for example CRM_EXT_MAT or CRM_EXT_SRV related to products of type Material or Service.

Customers who would like to enhance products only by very few fields do not have to create their own set types. Instead the generic Application Enhancement Tool (AET) can be used to create new fields.

Please be aware that this approach applies to very simple requirements of product enhancements!

Exercise 8: Product Maintenance and Enhancement - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:• Maintain a product in CRM• Add your own attributes to products in CRM

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

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

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

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

ERP SAP Menu: Logistics —» Sales and Distribution —> Master Data —* Products —> Material —> Trading Goods —> Create

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

Enter the following data:

Industry sector: Retail

Choose ENTER.

Select the following views:

Basic Data 1 and 2

Sales: Sales Org. Data 1 and 2

Sales: General/Plant Data

Sales Text

Choose ENTER.


Plant: 2200

Sales Org.: 2200


Choose ENTER.

View: Basic Data 1:

Material Short Text: ##Monitor

Base Unit of Measure: PC (Pieces)

Material Group: 00207 (monitors)

Note: Note that the field GenltemCatGroup has been prefilled with the value NORM.

This field is explained in the transaction processing unit.

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

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

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

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

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

Press ENTER twice.

View: Sales: Sales Org. 1

Tax Classification: 1 (for all countries)

Choose the button Conditions.


Scale quantity: 1 (PC)

Amount: 99 (EUR)

Choose Back (F3).

Choose ENTER.


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

Choose ENTER.

View: Sales: General/Plant

Transportation Group: 0001 (On palettes)

Loading Group: 0002 (Forklift)

Choose ENTER.

View: Sales text

Sales text: This is a high-value monitor.

Choose ® and confirm the dialog box to save the material.

Material Number: ___________________ [data sheet]

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

Hint: Use Business Role Sales Professional

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

Take a closer look at your product. Has your product master been created without any errors?How many product categories is your product assigned to?Where can you find the sales price of EUR 99.00?Where can you find the sales text that you maintained?

Create a product master relationship. Assign material R-l 120 as an accessory. When might this accessory function be used?


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

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

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

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

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

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

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

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

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

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

Save your entries.

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

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

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


Task 3:Templates in the product master (optional)

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

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

Note: SAP Customizing Implementation Guide —> Cross-Application Components —> SAP Product —> Templates —» Maintain Mini-Templates

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

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

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



What do you notice?

Solution 8: Product Maintenance and Enhancement - Sales

/

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

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

ERP SAP Menu: Logistics —» Sales and Distribution —> Master Data —> Products —» Material —> Trading Goods —>■ Create

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


Industry sector: Retail

Choose ENTER.

Select the following views:

Basic Data 1 and 2

Sales: Sales Org. Data 1 and 2

Sales: General/Plant Data

Sales Text

Choose ENTER.

Plant: 2200

Sales Org.: 2200


Choose ENTER.

View: Basic Data 1:


Material Short Text: ##Monitor

Base Unit of Measure: PC (Pieces)

Material Group: 00207 (monitors)

Note: Note that the field GenltemCatGroup has been prefilled with the value NORM.

This field is explained in the transaction processing unit.

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

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

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

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

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

Press ENTER twice.


Tax Classification: 1 (for all countries)

Choose the button Conditions.

Scale quantity: 1 (PC)

Amount: 99 (EUR)

Choose Back (F3).

Choose ENTER.


яяф> Note: Note that the Item category group field has been prefilled with the value NORM.


Choose ENTER.

View: Sales: General/Plant

Transportation Group: 0001 (On palettes)

Loading Group: 0002 (Forklift)

Choose ENTER.

View: Sales text

Sales text: This is a high-value monitor.

Choose C? and confirm the dialog box to save the material.

Material Number: Y6 ________[data sheet]

a) ERP SAP Menu: Logistics —>■ Sales and Distribution —*■ Master Data —»■ Products —*■ Material —> Trading Goods —> Create

b) Enter the data specified in the exercise.

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

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

Take a closer look at your product. Has your product master been created without any errors?How many product categories is your product assigned to?Where can you find the sales price of EUR 99.00?Where can you find the sales text that you maintained?

Create a product master relationship. Assign material R-1120 as an accessory. When might this accessory function be used?

a) Search for your product and save your search as PR_##Mon.

Start the CRM WebClient UI.

Choose Sales Operations.

Choose Search —> Products.

Product ID: your material number


If your search is successful:



Save the search as: PR_##Mon.

Choose Save.

b) Take a closer look at your product. Has your product master been created without any errors?

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

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

Where can you find the sales price of EUR 99.00?

In the Prices assignment block.

Where can you find the sales text that you maintained?

Open the Distribution Chains assignment block.

Choose Edit.

In the Sales Notes assignment block.

c) Create a product master relationship. Assign material R-1120 as an accessory.

Open the Accessories assignment block.

Choose Edit List.

Accessory ID: R-1120.

Choose ENTER.

Choose Save.

When might this accessory function be used?

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



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


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

a) CRM SAP Menu: Master Data —» Products —> Maintain Set Types and Attributes

Attribute: ZDIAGONAL##

Choose Create.

Short text: Size of monitor ##

Attribute Type: Integer

Attribute Length: 2

Choose the Value Range tab.

Single Value or Lower Limit:

Fixed Value Description:

Choose Save and Back.

Attribute: ZMONITORTYPE##

Choose Create.

Short text:Attribute Type:Attribute Length:

Choose the Value Range tab.

Single Value or Lower Limit:

Fixed Value Description:


19 and 21 (one row each)

19 inch and 21 inch

Monitor type ##Character String

5

TFT and CRT (one row each)

Flat and Normal


2 .

I

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

a) CRM SAP Menu: Master Data —* Products —> Maintain Set Types and Attributes

Set Type: ZMONITOR##

Choose Create.

Description: Monitor characteristics ##Product Type: Material (set the indicator)

Choose the Assigned Attributes tab page.

Save the set type.

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


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

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

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

Attribute: ZDIAGONAL##

Attribute: ZMONITORTYPE##


Save your entries.

a) Create a product hierarchy and two categories in the CRM WebClientUI.


Choose Search —* Product Hierarchies.

Choose О New in the result list.

Hierarchy ID: ##HIERDescription: Hierarchy Group ##

Choose ENTER.

Choose New in the Categories assignment block. /

Hierarchy Structure: RootCategory: Dummy entry##

Choose ENTER.

Choose New.

Hierarchy Structure: ##MONITORSCategory: Monitors of Group ##

Product Type: Material

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

Save your data.



1.

2.



Choose Open product ( ).

Product ID: your product number

Go into Change mode.

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

Choose ENTER and Save.

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

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

slates in the product master (optional)

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

a) SAP Menu: Master Data —» Products —* Maintain Set Types and Attributes

Set Type: ZTMONITOR

Choose Display.

The Template Enabled indicator is set in the characteristics.

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

вдф> Note: SAP Customizing Implementation Guide —>Cross-Application Components —> SAP Product —» Templates —> Maintain Mini-Templates

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

a) Call transaction COMMPROl.

Task 3:Templates


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

a) SAP Customizing Implementation Guide —> Cross-Application Components —> SAP Product —» Templates —* Maintain Mini-Templates

Display the mini-template CR100 (monitor characteristics).

ID/Description: ZTMONITOR

Choose Start.

Expand the entry and double-click the template below.

You should see two attributes with prefilled values (Speaker-out and Maximum contrast).

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

a) Choose Sales Operations.

Choose Search —> Product Hierarchies.

Hierarchy ID: PCSHOP_01

Choose Search.

Use the hyperlink to display the hierarchy’s details.

Select the line with category 00010 (Extras).

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



What do you notice?

a) Choose the SAP Basic Data view.

In the product category area, enter the hierarchy ID PCSHOP_01 and then select the category 00010 in the Category ID field.

Choose ENTER.

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

Exercise 9: Product Maintenance and Enhancement - Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Maintain a product in CRM• Add your own attributes to products in CRM

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

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

Task 1:Create a product of type Service in the CRM system. This product will be be used in services processes later on.

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

Hint: Use Business Role Service Professional

Maintain the following data:

Item Category Group:

Work Duration:

Tax Classification:

Distribution Chain:

Base Unit of Measure:

SRVO (service item) 60 minutes

FR -MWST -FULL

IDES TR / 10

AU

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

Save the product data.

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




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

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

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

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

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


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

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

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

Save your entries.



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


Task 3:

Examine templates for product masters (optional)

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


i s ^ Note: SAP Customizing Implementation Guide —>

Cross-Application Components —*■ SAP Product —> Templates —>

Maintain Mini-Templates

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

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

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



What do you notice?

Solution 9: Product Maintenance and Enhancement - Service (Optional)

Task 1:Create a product of type Service in the CRM system. This product will be be used in services processes later on.

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

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

Save the product data.

a) Choose Accounts & Products.

Choose Create —*■ Service.

Service ID: ##Repair

Service: Repair group ##

В ase Category (SER_0001): Service Product with Resources

Choose ENTER.

Base Unit: AU


Maintain the following data:

Item Category Group: Work Duration:

Tax Classification:

SRVO (service item) 60 minutes

FR -MWST -FULL

IDES TR / 10

AU

Distribution Chain:

Base Unit of Measure:

Item Cat. Group:

Duration of Work:

SRVO

60 minutes


Open the Taxes assignment block.

Country:

Tax Type ID:

Tax Group ID:

FRMWST

FULL

Open the Distribution Chains assignment block.

Choose New.

Sales Organization: О 50005807 [IDES CRM Training Company] Use the input help)10Distribution channel:

Choose Back.

Open the Prices assignment block.

Choose New.

Price Type: Product Price

Choose OK


Sales Organization: IDES TR (Use the input help)

Distribution Channel: 10

Amount: 50

Currency: EUR

Choose Back.

Choose Save.

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


Choose Search —> Services.

Service ID: MRepair


Save the search as: PR_##Rep.

Choose Save.Continued on next page

Task 2:

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


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

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

a) SAP Menu —> Master Data —> Products —* Maintain Set Types andAttributes

Attribute: ZTOOL##

Choose Create.

Short text: Tool required ##Attribute Type: Checkbox

Choose the Value Range tab page.

Fixed Value Description: No, Yes.


Attribute: ZTOOL1##

Short text: Tool ##

Attribute Type: Character stringAttribute Length: 10Multiple values possible: Set the indicator

Choose the Value Range tab page.

Single Value or Lower Limit: Multimeter and Pliers

Fixed Value Description: Multimeter and Pliers


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


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

a) SAP Menu —> Master Data —> Products —► Maintain Set Types andAttributes

Set Type: ZREPAIR##

Choose Create.

Short text: Repair characteristics ##

Product Type: Service (set the indicator)

Choose the Assigned Attributes tab page.

Attribute: ZTOOL##

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

Save the set type.

3. In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchygroup ##) and two categories.


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

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

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


Save your entries,


Choose Create —> Product Hierarchy.

Hierarchy ID: ##HIER

Description: Hierarchy Group ##

Choose ENTER.

Choose New in the Categories assignment block.

Hierarchy Structure: RootCategory: Dummy entry ##

Hint: Place the cursor into the field Hierarchy Structure!

Choose ENTER.

Choose New.

Hierarchy Structure: ##RepairCategory: Repair of Group ##Product Type: Service

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

Choose Edit List.

Set Type ID: ZREPAIR##

Save your data.




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

a) Call transaction COMMPROl.

Choose Open product.

Product ID: ##Repair

Go into change mode.

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

Choose ENTER.

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


Task 3:Examine templates for product masters (optional)

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

a) SAP Menu —> Master Data —> Products —*■ Maintain Set Types and Attributes

Set Type: ZTREPAIR

Choose Display.

The Template Enabled indicator is set in the characteristics.


Note: SAP Customizing Implementation Guide —>

Cross-Application Components —> SAP Product —> Templates —* Maintain Mini-Templates

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


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

a) SAP Customizing Implementation Guide —> Cross-Application Components —>• SAP Product —* Templates —* Maintain Mini-Templates

ID/Description: ZTREPAIR

Choose Start.

Expand the entry and double-click the template below.

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

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


Choose Search —► Product Hierarchies.

Hierarchy ID: ZT_HIER

Choose Search.

Use the hyperlink to display the hierarchy’s details.

Select the line with category ZTSERVICE_01 (Service).

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



What do you notice?

a) Select the SAP Basic Data view.

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

Choose ENTER.

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

Lesson Summary

You should now be able to:• Explain product hierarchies and categories• Explain set types and attributes• Enhance the product master using set types and attributes

Unit SummaryYou should now be able to:• Explain the concept of the CRM product master• Explain product hierarchies and categories• Explain set types and attributes• Enhance the product master using set types and attributes

-— J

Transaction Processing

Unit Overview


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

Unit Contents

Lesson: Structure of Transactions................................................................148Exercise 10: Business Transactions...................................................... 151

Lesson: Transaction Types Item Categories and Item CategoryDetermination................................................................................................... 154

Exercise 11: Transactions and Related Customizing - Sales........... 165Exercise 12: Transactions and Related Customizing - Service(Optional)................................................................................................... 177Exercise 13: Implementing and Testing Copying Control - Sales ...189 Exercise 14: Implementing and Testing Copying Control - Service (Optional)................................................................................................... 195

Lesson: Basic Functions in Business Transactions...................................202Exercise 15: Text Determination - Sales............................................. 211Exercise 16: Text Determination - Service (Optional)....................... 215Exercise 17: Incompleteness - Sales..................................................219Exercise 18: Incompleteness - Service (Optional)............................225

Lesson: Structure of Transactions

Lesson OverviewThis lesson introduces the concept of a business transaction and explains its structure.


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

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

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

Service LeadRequest

ServiceContract

ComplaintA

Opportunity

Activity Quotation

: ContractOrder ,

Figure 58: Business Processes in SAP CRM

A business transaction provides business structures and functions that can be used in the various processes of a company, for example, in sales, marketing or service.

The same interface and processing concepts are used for all business transactions. The various components of business transactions can be used repeatedly.

You can enter items from different business contexts in one transaction. For example, you can enter a service, a service part and sales item in a service order.

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

Item Data... I

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iiS'SS И «» **•*» s pc wsw-se» Sttinfrr.. 0.53 IBO RWAwd ммижечь)...: . 1|iflr9 «so < AU Сигаем Dnpwixt. £>,00 fi*Se*s*Ji u* > M> C«p«y ufxwee Res»» 0,*C 4» М х а- t!Sre ■*» и»-:*» f PC U9l<jK»>L<X't4pkM *г£г!*л «?_ -5Й5Й..

• . * :

Figure 59: CRM WebClient Ul - Example of a CRM Business Transaction

This figure shows a standard SAP CRM In-House Repair order, one of several different business transactions available with SAP CRM. Independent of the type of business transaction, the look and feel is always similar.

With so called Item Actions a user can navigate into the Edit mode of item details

When in Display mode, a user can use the item number hyperlink to navigate to the item details (in display mode).

^-

Business Transaction

I Business 'V H P Partners

General data, such asDescrip tion P rio rity Sales cyc lePurchase order num ber P ric ing procedureStatusSubject

I Material 1 Item -specific data, such asДрмй Quantity P ric ing relevance

ATP relevance« Я В к C onfirm ation relevanceI Material 2 Resource p lanning relevanceЩ Р Р Quantity B illing relevance

Service 1(((§Р Quantity

Figure 60: General Structure of Transactions

A business transaction represents a business interaction with a business partner.

The structure of a business transaction depends on the leading business transaction category (for example, contact, opportunity, sales, service).

Tasks usually only have a header level.

Leads, Opportunities, Sales and service transactions usually have a header and item level.

Depending on the business context, it is mandatory to include at least one product into the transaction. For example, a sales order or a service contract usually contain at least one line item (product).

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

Exercise 10: Business Transactions

Exercise Objectives

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

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

Task:

Please answer the following questions.

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

2. Which of the following business transactions can be created within SAPCRM?Choose the correct answer(s).□ A Sales Order□ В Purchase Order□ С Service Request□ D Delivery□ E Problem

Solution 10: Business Transactions

Task:Please answer the following questions.

1. CRM business transactions always contain at least one product.

Answer: False

There are a number of business transactions that do not need product information. Tasks, E-Mail activities, Leads or Opportunities can be used without entering products.

2. Which of the following business transactions can be created within SAP CRM?

Answer: А, С, E

Purchase Order and Delivery documents can be created in SAP ERP. Service Request and Problem are business transaction that have been introduced with SAP CRM 7.0 (IT Service Desk scenario).

Lesson: Transaction Types Item Categories and Item

Category Determination

Lesson Overview

This lesson introduces the basic customizing of transaction types, item categories and copying control settings.


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

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

Description

Text Determination Partner Determination

Status Profile Organizational Data Profile D.iU' Prnfllo Action Profile

LeadingTransaction Category

Product Determination '

Transaction Numbering

(Number Ranges)Deteiminations

- Contract- Quotation

ItemNumbering Specific Profiles

Figure 61: Transaction Types

A transaction type defines the attributes and characteristics o f a business transaction (for example, sales order, service request, lead or appointment) and the controlling attributes. A transaction type controls how a specific business transaction is processed.

Transaction types contain “generic ” settings like number ranges, different profiles and procedures.

Depending on the leading transaction category, specific settings are applied to transaction types on a lower level.

:ie trs-г iypes

Business transaction attributes and characteristics: a Leading business transaction category■ Control attributes

С Additional business transaction categories Dependent on leading business transaction category

С Different settings according to business transaction category

Considering the business partner status

Restricting the usage of the transaction type

Figure 62: Business Transaction Customizing: Header

A business transaction can be assigned to one or more business transaction categories, depending on what the leading business transaction category is. Assigned business transaction categories allow detailed control o f the transaction.

Only specific combinations o f business transaction categories are possible.

Examples:

The transaction category SRVO (Service Transaction) has the leading business transaction category Service Process and the three assigned business transaction categories Business Activity, Sales and Service ProcessThe transaction category LEAD (Lead) has the leading business transaction category Lead and one assigned business transaction category Lead.

The transaction category ТА (Standard Order) has the leading business transaction category Sales and two assigned business transaction categories Business Activity and Sales.

J % s s i c | i i ' ' . м и f ' 0 ^ i s o i i s4 U a Ua I M M M I* АР IA

Assign blocking reasons: You can use blocking reasons to block a business partner against the entry of certain business transactions. When the block applies to the transaction category, you cannot enter any business transactions for the blocked business partner.

Permitted Channels for transaction types: Once you have assigned transaction types to particular channels, only these transaction types are available for selection in the input help of each corresponding channel.

-уш ■

'-'ext Octeiiniridtiun Partner Determination Status Profile Date Profile Action Profile

Product Determination

Structure (BOM Explosion)

Description

4

LeadingItem Category (Object Type)

Relevances-B illing- Resource Planning

Specific Profiles

Configuration Data

Figure 63: Item Categories

An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed. First, you assign the item category to an item object type. The item object type defines the business context in which an item category is used. Like transaction types, an item category is assigned to one or more business transaction categories.

Item categories contain “generic ” settings, for example different profiles and procedures which are related to basic transaction functions.

Depending on the leading item category (object type), specific settings can be applied to item categories on a lower level.

Define item category

Item attributes and characteristics: и Controlling attributes a Item objcct type

Assign business tran sactio n categ o ries

Assign business transaction categories Only certain combinations are permitted

Customizing a t item level

Different settings according to business transaction category

Figure 64: Business Transaction Customizing: Item

Item object type; partner determination procedure; status profile; ATP profile; action profile; date profile; BOM explosion and configuration data.

Next you define the business context in which the item category is used. Settings differ depending on the assigned business transaction category. For example, billing reference is defined under Sales and confirmation relevance under Service Process.

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

The item category OPPT (opportunity item) is assigned the business transaction category Opportunity.

Activities do not usually have items. Customizing of item categories and item category determination is not necessary in this case. Exception: Contact reports/activity reports.

€ Transaction Transaction Type

ProductM aster

Item Category Group

Program Item Category Usage

Main Item Category

■ Default value■ Alternative item categories

Figure 65: Customizing: Item Category Determination

You can define per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default.

The Item Category Group field of the product master is dependent and independent of the organizational data (the Distribution Chain is dependent and the Details are independent).

The procedure for item category determination should be set up in the same way as in the SAP ERP system, especially when there are transactions that will be replicated. Otherwise, problems may occur during the upload to the ERP system.

Other user-defined item categories and their corresponding determination procedures must be set up manually. It is not possible to download Customizing from ERP.

In some situations (“complaints”), the item category determination is derived from the action definitions.

Examples for item category determination:

• A sales item (NORM) in a standard sales order (ТА) results in item category

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

• A service product item (SRVP) in a standard service order (SRVO) results in item category SRVP.

TAN.

Lesson: Transaction Types Item Categories and Item Category Determination

Material 1 Quotation (AG) Service order (SRVO)

Material 2

ИService

Service contract (SC)

AGN

AGC

SRVP

L ® CZZ>SRVS

With billing plan

U p Е = ф > s o n

I— *= > FAPF E = > FAPF d z £ > FAPF

AG AG SRVO SRVO SC . sc+ + 1111в111Р:1 + + +

NORM - 0002 SRVP NORM SRVP SRVP+ + + + + +

< > < > < > < > < > SERV+ + + + + +

< > < > < > SRVP <blank> SCN

AGN . AGC = SRVP . SRVS . SCN s FAPF

Figure 66: Examples of Item Category Determination

The figure illustrates some normal examples for item category determination.

• Quotation processing with two items. A quote is made for a stock material (item category group sales item = NORM) and a configurable product (item category group configuration above = 0002). Due to the different products (item category groups), the system determines two different item categories (AGN and AGC).

• Service order processing with two items. A quote is made for a service (item category group service product = SRVP) and a corresponding [subitem] sales item (item category group sales item = NORM). The system determines item categories SRVP and SRVS.

Alternatively, there could also be a corresponding service part item (item category group service material = SRVM). In this situation, the system would have determined the item category SRVM

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

Create Follow-Up Transaction Copy

Data copied from a business transaction: document:

Copies current transaction

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

я Same transaction type

M Header data and item data is copied

■ Header data is copied

я You can select items1 Transaction history is not

updated; no relationship to predecessor

и Transaction history is updated

Prerequisite: copy controlsettings

Figure 67: Copying Business Transactions

To save time creating transactions, you can copy an existing transaction and use this as the basis for a new transaction. You can choose whether you want to connect both transactions using the transaction history (Creating a Follow-Up Transaction) so that, for example, you can view the transaction history of a business transaction at any time, or whether you just want to make a simple copy without updating the transaction history.

The processing of follow-up transactions requires several settings in copy control Customizing:

Copy control for transaction types.Copy control for item categories.Determination of the item category during the copy (optional).

You must also ensure that settings have been made for the target transaction (for example, item category determination).

When you copy transactions, the system produces a copy and displays it for processing. When the copied transaction is saved, the document flow is not updated; in other words, the copied transaction has no connection to the original transaction.

Customers can adjust the conditions of the copy control according to their individual requirements. You have the option of writing your own data transfer routines using BAdI (business add-in) methods. You can use the BAdI CRM_COPY_BADI to create copy routines.

Th e mmrmaafktn history allows you to display intsrinfcages between business transactions at header

»Transaction History T n v

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

:ion Analyzer

Th e display sf the transaction history is sonfcBMtspeelfis and

’ Shipping Docum ents

- Delivery documentsd«|>eiids: o il each transaction type.

► Confirm ations

- Confirmations

• Billing Docum ents

- Invoices- Credit memos- Debit Memos

Figure 68: Transaction History/Document Flow in Transactions

The transaction history is updated when follow-up transactions are processed.

You can navigate from the transaction history to linked business transactions.

In some cases (for example, Delivery), you can use the transaction history to navigate to a connected ERP system. However, this requires use o f SAP Internet Transaction Server (ITS).

The Transaction History is also available on item level.

The transaction analyzer displays transaction flows for processes. This allows you to keep things in perspective when there are many transactions in one process. It displays a chain o f linked transactions hierarchically, increasing the transparency o f the fundamental business process.

Before you can use the transaction analyzer make sure that corresponding customizing settings are sufficient. Default settings are provided by SAP.

In Customizing choose Customer Relationship Management —> Transactions —*■ Basic Settings —> Define Analysis Views .

;JSourc6 :М У : '' Jita rget ■;

Source Target

General control T A N

Detailed.'data :: . y::;-

Source Transaction Targetitem Type ............. item

category categoryZAG.1- “I* ":':':'TA r : :';: ZTA1 ’

Transactiontypes

Itemcategories:

Item category determination during copying

Figure 69: Customizing: Copy Control

Copy control is required to process follow-up transactions.

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

Creating a service order which will automatically be assigned to a service contract (using Contract Determination) requires copying control for item categories only.

The definition of item category determination when copying is optional and can be used if item category determination is not required in the target transaction.

Copy control can be maintained in Customizing: SAP Implementation Guide —► Customer Relationship Management —> Transactions —> Basic Settings —> Copying Control for Business Transactions..

Transaction Type

LObject relationship profile

Opportunity I— ObjectObject relationships

I----- InhInterface settings

Service order

ActivityE.g., customer visit

Relationships

Opportunity

Servicp order

Contract

Contract

Figure 70: Subsequent Referencing

When you create an activity and then see that it should have been created as a follow-up transaction to an existing case, you can subsequently link this activity to an existing transaction.

You can subsequently link follow-up transactions from header to header.

It is not possible to subsequently link from item to item.

When you subsequently link follow-up transactions, the document flow is updated automatically. When you delete a link, the document flow is updated accordingly when you save the transaction.

To enable subsequent referencing, you have to create an object relationship profile in Customizing and assign it to a transaction type.

SAP Implementation Guide —► Customer Relationship Management —> Transactions —»Settings fo r Activities —> Define Object Relationship Profile

Exercise 11: Transactions and Related Customizing - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:• Create and analyze a transaction• Create a transaction type• Describe and perform item category determination for a transaction type

Business ExampleYou want to use a new transaction type for your trade fair business in the Sales area. You therefore copy and adjust an existing transaction type in the Implementation Guide (IMG). Before you create a transaction type, you want to understand the application and where to find the data.

Optional Exercises (Service): You want to set up a new transaction type for service transactions in the Service area.

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

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

Task 1:

Hint: Use Business Role Sales Professional.

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


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

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

Which item category is determined by the system?

Hint: If you set the central personalization option Show keys in dropdown lists, (.Personalize —> Personalize Settings), you can display the technical key of the item category.

5. Save the transaction and note the number.

[Data sheet]


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

1. Where in Customizing are the detailed settings for the transaction type thatis used?

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

3. Check whether this item category contains a date profile.

What Billing Relevance indicator does this item category have?

4. In Customizing, analyze the item category determination. What were the influencing factors or associated values found for the item category determined in the previous step? Write down both the influencing factors and associated values.


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

Task 3:

You want to create the new sales transaction type ZA## (##Quotation) in Customizing. Create it as a copy of existing transaction type AG and make some minor changes.

SAP Menu —* Architecture and Technology —*■ Configuration —» Customizing


SAP Customizing Implementation Guide —► Customer Relationship Management —> Transactions —>■ Basic Settings —> Define Transaction Types

1. Search for the existing transaction type AG.

2. Select the line AG and choose Copy as....

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

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

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

6. Choose Save.

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

1. Set up item category determination in Customizing.

SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —* Basic Settings —* Define Item Category Determination

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

3. Replace transaction type AG with the new transaction type ZA##.


4. Save your entries.

Task 5:Test your new transaction type by creating a new quotation of type ##Quotation.

Hint: You have to log off first from the Web Client UI and then log onagain to test your new transaction.

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

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

Save the transaction and note the number.

[Data sheet]

Solution 11: Transactions and Related Customizing - Sales

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

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

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

a) Choose Sales Cycle.

Choose Create —> Quotation.

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

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

Choose Save.

Choose Quotation ERP.

Sold-To Party: ##Megastore.

External Reference: First quotation ##.

2. Which transaction type (technical key) represents this transaction?

Answer: AG.

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

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

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

Hint: Use Business Role Sales Professional.


Which item category is determined by the system?

Hint: If you set the central personalization option Show keys in dropdown lists, (Personalize —► Personalize Settings), you can display the technical key of the item categoiy.

a) Product ID: HT-1010

Quantity: 10

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

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


j ' l [Data sheet]

a) Choose Save.

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

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

Answer: SAP Menu —>• Architecture and Technology —> Configuration—► Customizing


SAP Customizing Implementation Guide —> Customer Relationship Management —* Transactions —»Basic Settings —»Define Transaction Types


Answer: SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —> Basic Settings —> Define Item Categories

3. Check whether this item category contains a date profile.



a) Check whether this item category contains a date profile.

Select entry AGN and click the Details icon (S ) .

The item category does not contain a date profile.

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

In the dialog structure, double-click Assignment of Business Transaction Categories.

Select the Sales transaction category and double-click Customizing Item in the dialog structure.

The item category is not relevant for billing.


a)

aae^ Note: In the CRM Web UI go to the product master to determine the relevant item category group.

• Choose Sales Operations• Choose Search —» Products.• Product ID: HT-1010• Choose the Product Details assignment block.

Item Category Group: NORM (Standard item).

In this case, the item category is determined with the influencing factors Transaction Type (AG) and Item Category Group (Standard item = NORM).

SAP Customizing Implementation Guide —» Customer Relationship Management —► Transactions —> Basic Settings —* Define Item Category Determination

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

The system displays the corresponding entry in the table.

Select the entry and choose Details (Ш icon).

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

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

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


Task 3:

You want to create the new sales transaction type ZA## (##Quotation) in Customizing. Create it as a copy of existing transaction type AG and make some minor changes.

SAP Menu —* Architecture and Technology —► Configuration —» Customizing


SAP Customizing Implementation Guide —» Customer Relationship Management —> Transactions —* Basic Settings —> Define Transaction Types

1. Search for the existing transaction type AG.

a) SAP Menu —» Architecture and Technology —* Configuration —>

Customizing


SAP Customizing Implementation Guide —* Customer Relationship Management —> Transactions —» Basic Settings —> Define Transaction Types

2. Select the line AG and choose Copy as....

a) Select the button before the line and then the icon.

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


a) Choose Continue.

• If you are logged on in a language other than the course language, you should translate the entry you just created into the course language.

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

a)

Note: It is important that you change both the short and long texts (Description) to ##Quotation.

Note:


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

a) If you are no longer in the detailed view of the transaction type, select transaction type ZA## and choose Details (® ).

In the Org. Data Prof. field, enter the value ZORGPROF##.

6. Choose Save.

a) Choose Save.

Task 4:

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


SAP Customizing Implementation Guide —* Customer Relationship Management —> Transactions —> Basic Settings —» Define Item Category Determination

a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —> Transactions —> Basic Settings —> Define Item Category Determination

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

a) Choose Position...

Transaction Type: AG •

Item Cat. Group: NORM

Choose ENTER.

Select the row and choose ®1.

3. Replace transaction type AG with the new transaction type ZA##.

a) Transaction Type: ZA##.

Choose ENTER.

4. Save your entries,

a) Choose Save.


Task 5:

Test your new transaction type by creating a new quotation of type ##Quotation.

Hint: You have to log off first from the Web Client UI and then log onagain to test your new transaction.

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

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



Choose Create —* Quotation.

Choose ##Quotation.

Enter the data above.

Choose Save.

[Data sheet]

Exercise 12: Transactions and Related Customizing - Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Create and analyze a transaction• Create a transaction type• Describe and perform item category determination for a transaction type

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

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

1. Create a service order of the type Service Process and enter the Sold-to party ##Megastore. Use First Service Order ## as the description.

Task 1:


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

Уц а/(ошА

fa r -d a i l t ) # !


3. In the item details (assignment block Items), enter product number SRV1_4in the Product ID field with a quantity of 2. Which item category is determined by the system?If you set the central personalization option Show keys in dropdown lists, (Personalize —» Personalize Settings'), you can display the technical key of the item category.


[Data sheet]


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

1. Where in Customizing are the detailed settings for the transaction type thatis used?


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

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



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


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

Task 3:You would like to create a new service transaction type ZS## (##Service order) in Customizing. Create it as a copy of the existing transaction type ZES1 and make some minor changes.

SAP Menu —>■ Architecture and Technology —*■ Configuration —* Customizing


SAP Customizing Implementation Guide —> Customer Relationship Management —*■ Transactions —* Basic Settings —*■ Define Transaction Types

1. Search for the existing transaction type ZSE1.

2. Select the line ZSE1 and choose Copy as....

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


5. Assign the partner determination procedure ZTSRVH01 and theorganizational data profile ZTORGSOl (Service) to this transaction type.

6. Choose Save.

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


SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —* Basic Settings —> Define Item Category Determination

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

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


4. Save your entries.

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

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

Set the distribution lock status for this transaction.

Change the status to Released.


___________________ [Data sheet]

Solution 12: Transactions and Related Customizing - Service (Optional)

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

1. Create a service order of the type Service Process and enter the Sold-to party ##Megastore. Use First Service O rder ## as the description.

Bgj^ jy Note: Before you choose Service Process (description of thetransaction type), personalize the technical transaction type in the selection dialog for transaction types.

a) Choose Service Orders.

Choose Create — > Service Order.

Choose Personalize in the dialog box that is displayed.

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

Choose Save.

Choose Service Process.

2. Which transaction type (technical key) represents this transaction?

Answer: ZSE1

3. In the item details (assignment block Items), enter product number SRV1_4 in the Product ID field with a quantity of 2. Which item category is determined by the system?

If you set the central personalization option Show keys in dropdown lists, (Personalize — > Personalize Settings), you can display the technical key of the item category.

Answer: The system determines the item category Service w. res. plan

(ZSRP).


Sold-To Party: ##Megastore

Description: First Service O rder ##

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



______________________ [D a ta sheet]

a) Choose Save.

Task 2:

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

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

A n sw e r: SAP Menu —► Architecture and Technology —* Configuration—> Customizing


SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —> Basic Settings —> Define Transaction Types


A n sw e r: Choose SAP Reference IMG.

SAP Customizing Implementation Guide —* Customer Relationship Management —> Transactions —» Basic Settings —> Define Item Categories

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

Is the R elevan t fo r resource p la n n in g indicator set for the item category?


What B illin g R elevance indicator does this item category have?

a) Select entry Z S R P and click on the Details icon.

The item category contains the date profile S L A D ata in Ite m (ID E S ).

In the dialog structure, double-click Assignment o f Business Transaction Categories.

Select the Service Process transaction category and double-click Customizing Item in the dialog structure.

The item category is indicated as Resource Planning Relevance.

b) What B illin g R elevance indicator does this item category have?


Select the Sales transaction category and double-click Customizing Item in the dialog structure.

The item category is n o t re le va n t fo r b illin g (because the confirmation item is relevant for billing in this scenario).



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

a) In the CRM WebClient UI go to the product master to determine the relevant item category group.

• Choose Accounts & Products• Choose Search —> Products.• Product ID: SRV1_4• Choose the Service Details assignment block.

Section Processing Data: Item Cat. Group: SRVO (Service Item).

In this case, the item category determination is performed with the influencing factors transaction type (ZSE1) and item category group (SRVO).

SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —* Basic Settings —> Define Item Category Determination

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

The system displays the corresponding entry in the table.

Select the entry and choose Details icon).

The item category ZSRP is used as a default value. There is the option of using the alternative item categories ZSNP and ZAAP.

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

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


Task 3:

You would like to create a new service transaction type ZS## (##Service order) in Customizing. Create it as a copy of the existing transaction type ZES1 and make some minor changes.

SAP Menu —> Architecture and Technology —> Configuration —> Customizing


SAP Customizing Implementation Guide —> Customer Relationship Management —► Transactions —> Basic Settings —> Define Transaction Types

1. Search for the existing transaction type ZSE1.

a) Choose SAP Reference IMG.


Choose Position and find ZSE1.

2. Select the line ZSE1 and choose Copy as....

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

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

a)


Note: If you are logged on in a language other than the course language, you should translate the entry you just created into the course language.

5. Assign the partner determination procedure ZTSRVH01 and theorganizational data profile ZTORGSOl (Service) to this transaction type.

a) If you are no longer in detail view of the transaction type, select yourtransaction type ZS## and choose Details.

Enter the value ZTSRVH01 in the partner determination procedure field and the value ZTORGSOl (Service) in the Org Data Prof field.

Hint: Do not forget to change short and long text (Description)


6. Choose Save.

a) -

Task 4:

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


SAP Customizing Implementation Guide —> Customer Relationship Management —* Transactions —* Basic Settings —> Define Item Category Determination

a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —> Transactions —> Basic Settings —» Define Item Category Determination

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

a) Choose Position...

Transaction Type: ZSE1

Item Cat. Group: SRVO (Service Item)

Choose ENTER.

Select the row and choose Copy as....

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

a) Transaction Type: ZS##

Choose ENTER.

4. Save your entries,

a) -

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

1. Enter sold-to party ##Stockmann, the product with the number ##Repairand the quantity 1.

Set the distribution lock status for this transaction.

Change the status to Released.



___________________ [Data sheet]


Choose Create —> Service Order.

Choose ffltService Order.

Description: Second Service Order ##Sold-To Party: ##StockmannDistribution Lock Set the indicatorStatus Released

Assignment block Items.


Quantity: 2

Choose ENTER.


___________________ [Data sheet]

Exercise 13: Implementing and Testing Copying Control - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:• Describe copying control for transaction types and item categories in CRM,

and implement and test this• Create business transactions as copies or as follow-up transactions of already

existing transactions

Business ExampleYou want to use the quotation you created in a previous exercise as a basis for creating additional business transactions such as standard telesales order. To do this, you must be able to describe copying control in CRM and make the necessary entries.

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

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

Does the system allow you to do this?

Explain why.

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

If not, add the missing entry.

3. Test your settings and create a transaction of the type Telesales (ТА) as a follow-up transaction for ##Quotation (ZA##).

Task



Note of the number.

fTjl Hint: It is necessary to restart the application.

_____________ [Data sheet]

4. Where can you find information about the transaction history?

Solution 13: Implementing and Testing Copying Control - Sales

Task:

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


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


Explain why.



Choose Search —* Quotations.

Sold-To Party: ##Stockmann

Choose Search.

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

Choose Create Follow-Up. A dialog box is displayed.

No, it is not yet possible to create a follow-up transaction of the type Telesales.

b) Explain why. ( j

After a new transaction type has been set up, only transactions of type Activity (Appointment, E-Mail, Interaction Log, Task) can be created without entries having to be made in copy control.

Hint: IMG activity

SAP Customizing Implementation Guide —> Customer Relationship Management —*■ Transactions —> Settings for Activities —> Activate Copying Control fo r Activities

can be used to activate copying control for activities. Once the switch is set to On, it is only possible to create follow-up activities if copying control has been maintained.

Entries in copy control are required for all other types of follow-up transaction.

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


CR100________________Lesson: Transaction Types Item Categories and Item Category Determination

j .

If not, add the missing entry.

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

SAP Customizing Implementation Guide —> Customer Relationship Management —► Transactions —*■ Basic Settings —► Copying Control for Business Transactions —* Define Copying Control for Transaction Types

Choose Position...

Source transaction type: ZA##

Choose ENTER.

The system moves to a line that is alphabetically closest to the transaction type ZA##. No entry with your transaction type exists (yet).

b) Add the missing entry.

Choose New Entries.

Source transaction type: ZA##

Target transaction type: ТА

Choose ENTER and save.

Note: You do not have to make any additional settings because you do not use your own item category in ##Quotation, the transaction Telesales uses the standard item category TAN, and a copy control entry AGN —> TAN already exists (SAP standard).

Test your settings and create a transaction of the type Telesales (ТА) as a follow-up transaction for ##Quotation (ZA##).

Note of the number. j I 3 9

Hint: It is necessary to restart the application.


___________________ [Data sheet]


Choose Search —> Quotations.

Sold-To Party Name: ##Stockmann

Choose Search.

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


Caution: There are two pages of transaction types available.

Choose Sales Order (Telesales).

In the Select Items dialog box, select the item(s) that you want to transfer.

Choose Choose.

Choose Save and note the transaction number.

___________________ _ [Data sheet]


Answer: The Transaction History assignment block contains information about preceding and succeeding documents.

Exercise 14: Implementing and Testing Copying Control - Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Describe copying control for transaction types and item categories in CRM,

and implement and test this* Create business transactions as copies or as follow-up transactions of already

existing transactions

Business ExampleYou want to use the quotation you created in a previous exercise as a basis for creating additional business transactions such as standard telesales order. To do this, you must be able to describe copying control in CRM and make the necessary entries.

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

1. Try to create a service confirmation of the type Confirmation (transaction type ZSEC) as a follow-up transaction for the ##Service order you created in the previous exercise.


Explain why.

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

Task:



Add the missing entry.

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

___________________ [Data sheet]


Solution 14: Implementing and Testing Copying Control - Service (Optional)

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

PHint: Use Business Role Service Professional

1. Try to create a service confirmation of the type Confirmation (transaction type ZSEC) as a follow-up transaction for the ##Service order you created in the previous exercise.


Explain why.



Choose Search —* Service Orders.

Business Partner ID: Search for the ID of your customer ##Stockmann

Choose Search.

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

Choose Create Follow-Up. A dialog box is displayed but only activities can be created as follow-up documents.

No, it is not yet possible to create a follow-up transaction of the type Confirmation.

Explain why.

After a new transaction type has been set up, only activities can be created without entries in copy control.

SAP Customizing Implementation Guide —* Customer Relationship Management —* Transactions —» Settings for Activities —►Activate Copying Control fo r Activities

can be used to activate copying control for activities. Once the switch is set to On, it is only possible to create follow-up activities if copying control has been maintained.

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

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

Hint: IMG activity



a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —> Transactions —»Basic Settings —» Copying Control fo r Business Transactions —> Define Copying Control for Transaction Types

Choose Position...

Source transaction type: ZS##

Choose ENTER.

The system moves to the line that is alphabetically closest to the transaction type ZS##. No entry with your transaction type exists (yet).


Choose New Entries.

Source transaction type: ZS##

Target transaction type: ZSEC

Choose ENTER and save.

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

___________________ [Data sheet]


Choose Search —> Service Orders.

Business Partner ID: ##Stockmann (Use F-4 Help)

Choose Search.

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


As well as activity related transaction types , you now have the option to choose Service Confirmation —* Confirmation.

Choose Confirmation.

In the Select Items dialog box, select the item(s) that you want to transfer.

Choose Choose.

Choose Save and note the transaction number.

___________________ [Data sheet]


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

Lesson Summary

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

< с

г *

Lesson: Basic Functions in Business Transactions

Lesson OverviewThis lesson explains some basic functions available in business transactions.

Lesson Objectives


• Configure the basic functions of business transactions

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

и Text Determination

a Date Management

■ Status Management

■ Incompleteness Check

Figure 71: Basic Functions in Business Transactions

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

• Partner processing• Action processing• Pricing

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

• Product substitution• Free products• Credit limit check• Availability check (ATP check)

Notes

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

Notes

First note

Header note Customer requirement Internal note

Figure 72: Texts/Notes in Transactions

You can maintain different notes for each business transaction.

The first note can usually be created in the overview area of a business transaction.

You can create texts and notes for several other objects in the SAP CRM system. These include:

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

■ W hich applications can use the procedure (that is, determ ine text objects)?

■ W hich text types should be displayed?(For exam ple, internal note, custom er inquiry, report)

■ How should texts in the docum ent be processed?(M andatory or optional, changeable and so on)

я How should the texts be determ ined?(Access sequence: tem plate object and tem plate text type)

Transaction Type Item Category

Figure 73: Text Determination Procedure

According to your business scenario, you combine a number of text types in the text determination procedure. These texts are displayed automatically in transactions or can be entered manually.

Text objects and text types are defined in Customizing: SAP Implementation Guide —> Customer Relationship Management —* Basic Functions—> Text Management —> Define Text Objects and Text Types.

Text determination procedures and access sequences are also defined in Customizing: SAP Implementation Guide —> Customer Relationship Management —> Basic Functions—> Text Management —> Define Text Determination Procedure.

B a te m a n a g e m e n t'e n a b le s you to p r o c e s s th e d a te s th a t are m iew aiit for y o u in. o a e In insaetion»

Examples of date types in business transactions:

B a t e ty p e .; Date rule:

Activity -------------► .* > Current date

Salescontract С

Call customer:

Figure 74: Date Management

Current date One yearContract start + validity period

Contract end - two weeks

Date management enables you to process as many dates as you wish in a document. It is used, for example, in contracts (for example, cancellation date, run time), activities (total duration of an activity) and quotations ('valid to' date). You can, however, also use it in any other transaction types.

Dates are important for the correct processing of all business transactions. In global business processes that cover several countries and time zones, it is particularly necessary to have a date management system that can convert time zones and the factory calendar in documents of business partners involved in a transaction. The component Date Management enables you to process as many dates as you require in a document. You can either enter dates yourself, or, by using date rules, have the system calculate these. In Customizing, you can define date types, durations, and date rules to meet your requirements.

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

• You can define dates (date types) and durations to meet your requirements.That means you can name the date types and durations according to your company terminology.

• For every transaction at the header and/ or item level, you can define whichdate type you need for the transaction, that is, which item type you need.

By doing this, you avoid saving unnecessary date types on the database. The same applies for durations (for example, contract run time).

To assign dates and durations to an item category, you group the date types and durations you want together in a date profile and assign this to a transaction type or an item type.

• You can calculate dates using predefined rules.

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

a W hich date types can I use?

■ W hich durations are included?

■ W hat attributes have been given to the dates and durations?

■ How are the dates determ ined (date rules)?

Figure 75: Date Profile

Date types are descriptions of business transaction dates, for example, start of contract, end of contract, date of signature.

The duration is the period between two points in time. It consists of a numerical value and definable time unit.

Date profiles, date types and date rules are defined in Customizing:

SAP Implementation Guide —> Customer Relationship Management —*■ Basic Functions—> Date Management —> Define Date Profile


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

System Status User Status

Meaning determined by Can be defined in statusSAP standard profile in any way

Examples: Examples:Open Customer ActionIn Processing To ReleaseError ReleasedComplete RejectedDistribution Lock Triggered

Figure 76: Status Management

System statuses: If a status profile (for the user status) is not assigned to a transaction type/item categories, system statuses are displayed in the application (in the transaction).

In standard systems, some of the system statuses are not displayed in the CRM WebClient UI. The user only sees the statuses that are relevant to them. Other statuses that are required for the program flow are set but not always displayed.

User statuses: If a status profile (for the user status) is assigned to a transaction type/item categories, user statuses are displayed in the application (in the transaction).

SAP Implementation Guide —» Customer Relationship Management —► Transactions —* Basic Settings —> Status Management —* Change Status Profile for User Status


J I

Definition of user statusm W ith or w ithout status number

■ Transaction control

a Authorization key

Figure 77: Status Profile

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

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

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

( ®T he incom pleteness ch eck a to line! outW hether a transaction is ©sir. > - . 'm i,

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

Order

Sold-To Party: RJM ServiceExt. Ref.:

Item Product

10 M30

20 M40

30 M35

Message:Transaction is incomplete: Ext. Reference is missing Status:Incomplete

Д Follow-up transaction possible

аЦ Follow-up transaction not possible

Figure 78: Incompleteness Check

You can make settings for the incompleteness check in business transactions.You can define when a business transaction in the system should be considered incomplete and what message type the system should issue during data processing. You can restrict the incompleteness check to individual transaction types and to individual business partners.

The scope of the check can differ for each object. For example, the system checks different fields in a sales order than it checks in an opportunity.

The report CRM ORDERINCOM PCHECK can be used to select incomplete transactions.

You can define the incompleteness check in Customizing. To do so, follow the Customizing path: SAP Implementation Guide —> Customer Relationship Management —* Transactions —* Basic Settings —*■ Incompleteness Check.

Itt C ustom izing, fe ii .c le f in e w h ich f ie ld s a r e mandatory for w h ich tra n sa c tio n ty p e *i«elk»r Item categoiy:

Transaction type/ item category

Business partner m aster data

incom pleteness group transaction/item

Incom pleteness group business partner

Incompleteness Procedure

■ W hich fields are required entry fields?

■ W hich message type is involved (error or w arning)?

■ How does the system react (fo r exam ple, is the status set to “ incom plete for delivery”)?

Figure 79: Incompleteness Check: Customizing

To set up the incompleteness check, perform these steps:

Define an incompleteness group for business transactions and items.

Define an incompleteness check for business partners. In the business partner master data, assign the required business partners to the incompleteness group in the Sales Area Data on the Sales tab page.

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

Assign item categories to the incompleteness groups. In the incompleteness check, the same conditions are valid for all item categories that are assigned the same incompleteness group.

Define the incompleteness procedures that are valid for the various subobjects of a transaction, for example, SALES for sales data or PRODUCT_I for product data at item level. In an incompleteness procedure, you can group fields that you want to check for completeness. If you do not enter data in any of these fields in the business transaction, the transaction is considered incomplete. For each field in the procedure, you must also define whether the message issued during data processing should be a warning or an error message.

Assign the incompleteness groups to the incompleteness procedures. This specifies the business transactions in which checks are carried out. If you assign an incompleteness group for business partners to an incompleteness procedure, the system carries out the check only for those business partners to whom the incompleteness group was assigned. However, if you create a transaction using that transaction type and business partner, the incompleteness procedure is valid only for the business partner, that is, the system does not display a combination of both procedures as incomplete. Only the fields from the incompleteness procedure for the business partner are displayed as incomplete.

Exercise 15: Text Determination - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:• Explain, implement and test text determination for transactions in CRM

Business ExampleYou want to understand and create settings for the text determination for the transaction type you created in the last exercise.

To do this, you analyze the existing text determination procedure and then make a number of changes in order to enter additional text data.

Task:

Settings for text determination

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

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

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

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

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


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

6. Use the transaction type ZA## (##Quotation) to test whether the text determination procedure and the text type function correctly.

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

Solution 15: Text Determination - Sales

Task:Settings for text determination

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

Answer: SAP Menu —* Architecture and Technology —* Configuration —» CustomizingChoose SAP Reference IMG.SAP Implementation Guide —» Customer Relationship Management —> Transactions —*■ Basic Settings —» Define Transaction Types View the details of your transaction type ZA##.The transaction type uses the text determination procedure ORDEROOl.

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

a) SAP Implementation Guide —* Customer Relationship Management —> Basic Functions —» Text Management —»• Define Text Determination Procedure

Select the text object CRMORDERH (Transaction Header)

Double-click the Procedure entry in the structure tree.

Select the entry ORDEROOl.

Double-click the Definition o f Procedure entry in the structure tree.

The text types 0001 (Header Note), 1000 (Customer wishes), 0003 (Final note), 0002 (Internal note) and S001 (Problem Description)are used.

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

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

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


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

a) Navigate to Procedure in the structure tree.

Select the entry ORDEROOl and choose Copy as... ).

Text determination procedure: ZTDP##

Dscrptn Proc.: ##Text determination procedure

Choose ENTER:

In the dialog box that appears, confirm that you want to copy all dependent entries.

Select the newly created text determination procedure and choose Definition o f Procedure.

Also include the text type A003 (Preparation) in the text determination procedure.

Select New Entries.

Text Type: A003

Sequence: 0006.

Hint: Confirm any warning message “Value should be numeric” using ENTER.

Save your entries.

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

a) SAP Implementation Guide —»■ Customer Relationship Management —»•

6. Use the transaction type ZA## (##Quotation) to test whether the text determination procedure and the text type function correctly.

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

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

Transactions —► Basic Settings —* Define Transaction Types

Change the details of your transaction type ZA##.


Save your entries.

Exercise 16: Text Determination - Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Explain, implement and test text determination for transactions in CRM

Business Example

You want to understand and create settings for the text determination for the transaction type you created in the last exercise.

To do this, you analyze the existing text determination procedure and then make a number of changes in order to enter additional text data.


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

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

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

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

Also include the text type C003 (Recomm. Solution) with sequence 0004 in the text determination procedure.

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

6. Use the transaction type ZS## (##Service order) to test whether the text determination procedure and the text type work correctly.

Create a ##Service order and ensure that the new text type is in the Notes assignment block by creating a text of this type.

Solution 16: Text Determination - Service (Optional)


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

Answer: SAP Implementation Guide —> Customer Relationship Management —* Transactions —* Basic Settings —* Define Transaction Types View the details of your transaction type ZS##.The transaction type uses the text determination procedure SRV00002.

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

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

Answer: SAP Implementation Guide —> Customer Relationship Management —> Basic Functions —* Text Management —* Define Text Determination ProcedureSelect the text object CRM_ORDERH (Transaction Header)Double-click the Procedure entry in the structure tree.Select the entry SRV00002.Double-click the Definition o f Procedure entry in the structure tree.The text types S001 (Problem Description), S002 (Internal note) and S003 (Footer text) are used.

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

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

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


Also include the text type C003 (Recomm. Solution) with sequence 0004 in the text determination procedure.

a) Navigate to Procedure in the structure tree.

Select the entry SRV00002 and choose Copy as....

A Caution: Whenever a Warning message Value should beь м numeric is displayed, use ENTER to confirm these messages.


Dscrptn Proc.: ##Text determination procedure

Choose ENTER

In the dialog box that appears, confirm that you want to copy all dependent entries.

Select the newly created text determination procedure and choose Definition o f Procedure.

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

Choose New Entries.

Text Type: C003

Sequence: 0004

Save your entries.

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

a) SAP Implementation Guide —»• Customer Relationship Management —>Transactions —> Basic Settings —* Define Transaction Types

Change the details of your transaction type ZS##.


Save your entries.

6. Use the transaction type ZS## (##Service order) to test whether the text determination procedure and the text type work correctly.

Create a ##Service order and ensure that the new text type is in the Notes assignment block by creating a text of this type.

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

Exercise 17: Incompleteness - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:• Explain, implement and test incompleteness for transactions in CRM

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

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

1. Define the incompleteness group ZG##.

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

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

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

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

Task:

Hint: SAP Customizing Implementation Guide —» Customer Relationship Management —*■ Transactions —*■ Basic Settings —> Incompleteness Check —> Define Incompleteness Procedures

##.

Note: Use the object name SALES and the field name PONUM BERSOLD.

In the CRM WebClient application you can use the F2 key in order to get technical information.


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

Solution 17: Incompleteness - Sales

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


a) SAP Customizing Implementation Guide —> Customer Relationship Management —» Transactions —> Basic Settings —»Incompleteness Check —> Define Incompleteness Procedure

In the dialog structure, go to

Incompleteness Group: Transaction/Item

Choose New Entries. Create incompleteness group ZG## with the description IC Group ##.

Save your entries.

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

a) Assignment: TransactionType - Incompleteness Group

Search for your transaction type ZA## and assign it incompleteness group ZG##.

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

a) In the dialog structure, go to

Incompleteness Procedure

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

Hint: SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —»• Basic Settings —> Incompleteness Check —»■ Define Incompleteness Procedures

##.



E5^ Note: Use the object name SALES and the field name PONUM BERSOLD.

In the CRM WebClient application you can use the F2 key in order to get technical information.

a)

Note: To see the field name, click the field, choose FI help, and choose Technical Information. The field name is displayed in the Field Data area.

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

Object Name: SALES

Field Name: PO_NUMBER_SOLD

Relevance: Header

Message Category: WarningBusiness Transaction: INC1

Save your entries.


a) In the dialog structure, go to Incompleteness Procedure: Determination, choose New Entries and enter the following:

Incompleteness Group: ZG##Transact.:

Procedure: ZP##

Save your settings.



a) Yes, a warning message is displayed if the field External Reference is not filled.

Hint: In SAP GUI you can use the report CRM ORD ERIN- COMP_CHECK to select incomplete business transactions.

Exercise 18: Incompleteness - Service (Optional)

Exercise Objectives

After completing this exercise, you will be able to:• Explain, implement and test incompleteness for transactions in CRM

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

Task:

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


Hint: SAP Customizing Implementation Guide —* Customer Relationship Management —* Transactions —* Basic Settings —» Incompleteness Check —<• Define Incompleteness Procedures

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

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


Note: Use the object name SALES and the field name PONUM BERSOLD.

In the CRM WebClient UI application you can use the F2 key in order to get technical information.




Solution 18: Incompleteness - Service (Optional)

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


i Hint: SAP Customizing Implementation Guide —»■ Customer Relationship Management — > Transactions — > Basic Settings — >

Incompleteness Check — » Define Incompleteness Procedures

a) SAP Customizing Implementation Guide —> Customer Relationship Management —* Transactions —> Basic Settings —► Incompleteness Check —* Define Incompleteness Procedures

In the dialog structure, go to

Incompleteness Group: Transaction/Item

Choose New Entries. Create incompleteness group ZG## with the description IC Group ##.

Save your entries.

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

a) Assignment: Transaction Type - Incompleteness Group

Search for your transaction type ZS## and assign incompleteness groupZG## to it.

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

a) In the dialog structure, go to

Incompleteness Procedure.

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

Task:



вгп^ Note: Use the object name SALES and the field name PONUM BERSOLD.

In the CRM WebClient UI application you can use the F2 key in order to get technical information.

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

Obj ect Name: SALE SField Name: PO_NUMBER_SOLDRelevance: Header

Message Category: Warning

Business Transaction: INC1

Save your entries.


a) In the dialog structure, go to Incompleteness Procedure: Determination, choose New Entries and enter the following:

Incompleteness Group: ZG##Transact.:

Procedure: ZP##


a) Yes, a warning message is displayed if the field External Reference is not filled.

PHint: In SAP GUI you can use the report CRM ORDERIN- COMP_CHECK to select incomplete business transactions.

Unit Summary

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

Activity Management

Unit Overview


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

Unit ContentsLesson: Overview of Activity Management................................................. 232

Exercise 19: Activities.............................................................................235Lesson: Customizing Activities and Special Activity Functions............... 238

Exercise 20: Activities and Related Customizing - S ales .................247Exercise 21: Activities and Related Customizing - Service (Optional)...................................................................................................255

Lesson: Overview of Activity Management

Lesson Overview

This lesson provides a brief overview of activity management.


• Define activities and activity management

Business Example

Activity Management is an important part of Customer Relationship Management. It manages all activities in which your employees are involved. Data saved in an activity is always an important source of information to which all relevant employees need access.

E-mail Appointm ent

Interaction log

Task

ActivityBusinessActivities

Tasks

Figure 80: Types of Activity

Activity Management is an integral part of Customer Relationship Management (CRM) and administers all activities undertaken by the employees of your company. Any data saved in an activity is an important source of information that needs to be accessed by all relevant employees.

You can use Activity Management at any time during the CRM life cycle. Activities such as interaction logs and appointments keep a record of any interaction that has taken place between your company and its customers. Tasks provide a way for your employees to manage their own workload and to record

reminders. You can mark appointments, interaction logs and tasks as private. Thus, everything undertaken by employees within a department or company can be managed quickly and easily in one transaction.

Activities can be created as subsequent documents for a wide variety of other business transactions, such as opportunities, leads, sales orders, or contracts.

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

In the CRM WebClient UI there are four different kinds of activities available:

• Appointments• Interaction Logs• E-Mails• Tasks

From a technical point of view, there are two leading business transaction categories for activities:

• A Business Activity contains information about the interaction with thebusiness partner on a particular date.

• A Task contains information about the activities that one or more employeeshave to complete by a particular date.

Details ►DescriptionAccount/contact personDate and tim eCategoryIm portanceS tatu s

Organization

Other assignment blocks

Attachments Actions

Attendees

Questionnaires

Figure 81: Structure of Activities

Activities are used to record business activities and tasks such as activities that are carried out on behalf of the company.

A business activity must have a partner, a start date and a finish date.

You use tasks when you want to create an activity that is n a particular account. Like interactions, tasks can be public cover a wide range of possibilities, for example, the prepari presentation, or a reminder to buy a birthday card. If you m cannot be viewed by other users.

The category that is assigned to the activity (transaction typ this activity can be created in the application. For example,

The Category 202 (Incoming Call) is assigned to the Transaction Type 0003 (Outgoing Phone Call).

The Class Interaction Log is assigned to the Category 202

ot associated with or private and can ition of a customer

Ark a task as private, it

:) determines where

(Incoming Call).

The application displays the transaction “Outgoing Phone Call” if the employee chooses Create —> Interaction Log.

Figure 82: Activities in the CRM WebClient Ul

In the CRM WebClient UI different applications for different 1 available. For example, both Appointment and E-Mail technically are Business Activities, but they look differently when created in the CRM WebClient UI.

types o f activities are

This slide shows the Activities work center o f the Sales Profes sional (SALESPRO).

Exercise 19: Activities

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

Business ExampleYou would like to better understand CRM activities.

Task:

Please answer the following questions.

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

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

Solution 19: Activities

Task:Please answer the following questions.

1. An E-Mail activity and an Interaction Log activity refer to different leading transaction categories.

Answer: False

Both activites are of the same kind: Business Activity.

2. Transaction type customizing indirectly controls which application must be used to create this type of activity.

Answer: True

Via transaction type entry "Category" it can be controlled if a transaction type belongs to one of the four categories "E-Mail", "Interaction Log", "Appointment" or "Task".

Lesson Summary

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

Lesson: Customizing Activities and Special Activity

Functions

Lesson OverviewThis lesson goes into details of customizing activities and explains some key integration points (eg. with survey tool and groupware).


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

Business Example

You need to understand the customizing settings necessary to adapt activity transaction types to your needs.

Other settings» C'Cii'-a'iry (cl.'.ss. oprioir'fnonl: с -in :il: iniorvicnoii log)a Relovance to calendar я Private appointments allowed « Default data: priority: goal; direction: subject profile

Figure 83: Customizing Activities

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

Lesson Objectives

Business transaction attributes and characteristics:■ Leading business transaction category: interaction■ Profiles anc pro'-i-iinres: organizational data; dates

Interaction

CR100 Lesson: Customizing Activities and Special Activity Functions

С

There are transaction settings that are activity-specific such as Categories, Goals, Priorities, and Activity Reasons.

SAP Implementation Guide —> Customer Relationship Management —*■ Transactions —> Settings for Activities —> Maintain Categories, Goals and Priorities

If required, product entries can be allowed in activities. Therefore you define Activity Journals. Activity-specific item categories like ACT, ACTO or ACT1 are needed for this.

Activities can always be created as follow-up transactions.

Customizing copy control is possible, but not necessary.

Figure 84: Follow-Up Activities

You can copy an existing business transaction and use it as the basis for asubsequent transaction. You then have two options:

• Create a follow-up transaction.• Copy a business transaction. In this case, the system creates a copy o f the

transaction currently in use and displays it for processing. When the copied transaction is saved, the transaction history is not updated, that is, the copied transaction has no connection to the reference document.

Creation of a follow-up activity

Creation of a follow-up activity

OrdercustomerPredict...

Copy с^уэ1 Customizing is not required to create a follow-up transaction.

Hint: It is possible to reduce the number of available transaction types when creating a follow-up activity.

Therefore use SAP Customizing Implementation Guide — > Customer Relationship Management —*■ Transactions —* Settings for Activities — >

Activate Copying Control for Activities

Once this setting a made, only the transaction types maintained in Copying Control are available!

When you copy an activity, the system produces a copy of the activity you requested and displays it for processing. When the copied transaction is saved, the transaction history is not updated, that is, the copied process does not have a reference to the reference document.

In tegration e l Q uestionnaires

я Customer surveys

■ Customer visit evaluation

■ Customer satisfaction surveys, and so on

Transaction type

Validity period

Category

Status

Sales organization

Distribution channel DivisionTerritory hierarchy ID

Active indicator

Transaction

Multiple assignment

Figure 85: The Survey Suite

The Questionnaire in the activity is based on the Survey Tool.

You can use the questionnaire for all question and answer formats that help maintain your customer relationships. The following examples show how the questionnaire can be used:

• A telephone call script that leads you through the conversation with thecustomer

• A customer feedback form• Sales call reports for your sales employees

Copy control Customizing is not required to create a follow-up transaction.

I Hint: It is possible to reduce the number of available transaction types when creating a follow-up activity.

Therefore use SAP Customizing Implementation Guide —* Customer Relationship Management —* Transactions —> Settings fo r Activities —> Activate Copying Control for Activities

Once this setting a made, only the transaction types maintained in Copying Control are available!

When you copy an activity, the system produces a copy of the activity you requested and displays it for processing. When the copied transaction is saved, the transaction history is not updated, that is, the copied process does not have a reference to the reference document. О

III ration of Questionnaires

■ Customer surveys

■ Customer visit evaluation

■ Customer satisfaction surveys, and so on

Transaction type

Validity period

Category

StatusSales organization

Distribution channel Division

Tem lory hiL-urchy ID

Activc indicator

Transaction

M ultiple assignment

Figure 85: The Survey SuiteО

The Questionnaire in the activity is based on the Survey Tool.

You can use the questionnaire for all question and answer formats that help maintain your customer relationships. The following examples show how the questionnaire can be used:

• A telephone call script that leads you through the conversation with thecustomer

• A customer feedback form• Sales call reports for your sales employees

You can assign more than one survey to a transaction, for example, leads, opportunities, activities and framework agreements. You can assign surveys at item and header level. This allows you to assign surveys more flexibly, for example, depending on the organizational unit, phase or product.

Surveys can also be evaluated in the SAP CRM system.

You can find the Customizing settings in the IMG under SAP Customizing Implementation Guide —»• Customer Relationship Management Transactions —> Settings fo r Activities —> Questionnaires.

Questionnaires are also used for other types o f transactions, for example for Leads, Opportunities and In-house Repair orders.

W ith als, fe u can record, end «petal®infort -ed from custom er visits or telephone

Activity journals can contain:

■ Products or product categories

■ Product-related Information such as w hat products w ere discussed w ith the custom er, or the num ber o f samples given to the custom er

Figure 86: Activity Journals

The information in the activity journal may or may not be product-related. Anactivity journal can contain the following information:

• Type and number o f products discussed with customers or samples handed out to customers, for example, in the pharmaceuticals industry

• Position o f products in store, for example, whether they are placed on the promotional shelf, at the check-out or near the store entrance

• Customer feedback.

The information gathered in activity journals can be used to:

• Track the distribution o f samples in the pharmaceuticals industry• Analyze sales data, for example, number of products handed out to customers• Track the progress o f your sales team, for example, the number o f discussions

held with customers and the result o f these discussions

To enable product entries in activities, you must make entries in the Customizing activity for the item category determination.

You may define additional fields for activity journals.

Examples: transaction type 0020; item categories ACT, ACTO and ACT1

Appointm ent or task in groupware with specific category

|1 ||1 |1 Д !||»с5Я~ ~~

Prerequisites for a calendar entry in the SAP CRM system:

■ The calendar indicator for each transaction type (main switch)

■ The calendar indicator for each partner function (partner determination procedure)

Figure 87: Integration of the Calendar - Integration of Client's Groupware

You can use the calendar to create activities, for example, private or public appointments. You can also display your colleague’s appointments by displaying their calendars. You can

Toggle between a monthly, weekly, or daily view of the calendar and display a day by clicking on it in the month thumbnailClick on appointments and contacts to view the detailsCreate appointments by choosing a cell in the calendar.Move appointments or other activities by using the drag and drop function.

Print the calendar in the view that is currently displayed.

Open colleagues' calendars. You can see all your colleague's appointments except for private ones. You require authorization from system administration to view a calendar.Display and edit open tasks.

You can synchronize CRM activities with groupware calendars so that CRM business activities are displayed in other applications such as Microsoft Outlook. This is an additional function to synchronizing normal appointments from the SAP calendar.

Hint: With EhPl for SAP CRM 7.0 it is possible to enable the automaticsynchronization.

Every user can precisely define the time frame for automatic synchronization. The data conflict handling privilege for the automatic synchronization can be defined independent from the standard conflict handling.

Another new feature are server synchronization profiles. They are used to keep more control over the client application by defining which local settings are defaulted, are allowed to be changed locally or are disabled for changing by the local user. For every synchronization run the client application checks for a valid profile and eventually applies it before synchronizing the data. That allows running the client-based groupware integration with low TCO. For more information see

SAP Customizing Implementation Guide —> CRM Middleware and Related Components —*■ Client-Based Groupware Integration

For successfully using the client-based groupware integration the following prerequisites must be fulfilled:

• the SAP CRM Replication Tool must be installed on the local PC• the appropriate Groupware Client API must be available on the system• the collaborative data objects (CDO) API library needs to be installed locally

(not part of Outlook Installation 2007).

For more information on Client-Based Groupware Integration in general see the Online Documentation http://help.sap.coirbSL4P Business Suite —> SAP Customer Relationship Management —► EhPl fo r SAP CRM 7.0 —* Application Help (Englishj —> SAP Customer Relationship Management —> Data Exchange an Mobile Technologies —*■ CRM Integration Services —* Groupware Integration Guide —* Client-Based Groupware Integration

http://help.sap.comSL4P

T h ere Is a b id irection a l d a ta ©M shange b e tw e e n SAP QftM and groupw are m e lm im m s '

Server-based for:

■ Tasks

a Business activities

я Contact partners -»• Groupware: business activity (CRM -» Groupware)

CRM business activities and tasks

Groupwareserver

Figure 88: Groupware Integration on Servers

Using server-based Groupware integration, you can exchange data such as business partner data and CRM activities (appointments and tasks) between the CRM server and a Groupware server. CRM Middleware provides a framework, using the Groupware Adapter, that facilitates the seamless integration of the CRM server with the Groupware server.

You can integrate CRM activity management with groupware applications (Microsoft Outlook and Lotus Notes). This means that you can synchronize business activities and tasks in your CRM calendar and groupware calendar. Data is exchanged in both directions. This means that you can display activities and the corresponding data that you have maintained in the CRM system (such as date, time, location and business partners involved) in your own office management system, and vice versa. This allows you to work more quickly and effectively because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks.

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

The Groupware Adapter on the CRM server supports the conversion of messages. It is based on the SyncPoint technology. BDoc messages are converted to standard Groupware formats (iCalendar and vCard). For this, a mapping framework is used that comprises the MapBox and the payload interface (a SOAP-based messaging interface for the exchange of data between the CRM server and the Groupware connector). iCalendar and vCard are the Internet standards for the display of Groupware calendar objects or Groupware contacts. Predefined mappings are delivered for Groupware integration.

The SAP Groupware connector executes message synchronization between the CRM server and the Groupware server. A messaging interface is used here, based on XML-SOAP.

u

и

For more detailed information on data exchange options refer to the Online Help.http.V/help.sap.com& T3 Business Suite —> SAP Customer Relationship Management —»EhPl fo r SAP CRM 7.0—> Application Help (English) —> SAP Customer Relationship Management —> Data Exchange an Mobile Technologies —» CRM Integration Services —* Groupware Integration Guide —► Server-Based Groupware Integration

http://http.V/help.sap.com&%5eT3

Exercise 20: Activities and Related Customizing - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:• Create a new transaction type for activities• Create and edit an activity and follow-up activity

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

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

1. In Customizing, maintain the new goal Z## with the description ##TriaI

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

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

Assign the organizational data profile ZORGPROF## and the action profile ACTIVITY to the new transaction type.

In the Customizing header area, assign your new goal ##Trial Order (ZB##), your new category ##Appointment (Y##) and set the priority to High.

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

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

Task 1:

Order.

Hint: SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —> Settings for Activities


Use First ##Visit after trade fair as the description and ##Stockmann as the account.

Check whether the system’s default entries for priority and goal are correct.

Can you make the activity private?

Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user.

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

1. With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of type Survey Activity.

Use Survey of ##Stockmann as the description and choose a suitable date in the future.

Fill out the survey.

Save the activity and make a note of the number.

___________________ [Data sheet]

Solution 20: Activities and Related Customizing - Sales

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

1. In Customizing, maintain the new goal Z## with the description ##Trial Order.

Hint: SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —* Settings fo r Activities

a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —> Transactions —> Settings for Activities —> Maintain Categories, Goals and Priorities —*■ Maintain Goals

Choose New Entries.

Target: Z##

Description: ##Trial Order

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

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

a) SAP Implementation Guide —у Customer Relationship Management —> Transactions —> Settings fo r Activities —»Maintain Categories, Goals and Priorities —► Maintain Categories

Choose New Entries.

Category: Y ##

Description: ##Appointment

Class: Appointment

Save your entries.




In the Customizing header area, assign your new goal ##TriaI Order (ZB##), your new category ##Appointment (Y##) and set the priority to High.



a) SAP Customizing Implementation Guide —► Customer Relationship Management —> Transactions —► Basic Settings —> Define Transaction Types

Select transaction type 0001 (Interaction Log) and choose Copy as....

Transaction Type: ZB##

Short Description: ##Trade Fair VisitLong Description: ##Trade Fair Visit

Choose ENTER to execute copying and confirm the dialog box.


Select the new transaction type and choose Details.

Organizational Data Profile: ZORGPROF##

Action Profile: ACTIVITY

b) In the Customizing header area, assign your new goal ##Trial Order (ZB##), the new category ##Appointment (Y##) and set the priority to High.


Select the Business Activity transaction category and double-click Customizing header in the dialog structure.

Category: ##AppointmentGoal:. ##Trial Order

Save your settings.

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

The default settings of the indicators already meet your requirements.


4. Now test the new transaction type by creating an activity of the type ##TradeFair Visit for a week from today, 2.00-3.00 p.m.

Use First ##Visit after trade fair as the description and ##Stockmann asthe account.




a) Choose Activities.

Choose Create —» Appointment.

Choose ##Trade Fair Visit.

Description:

Account:

Start Date/Time:

End Date/Time:

First ##Visit after trade fair

##Stockmann

one week from today: 14:00

one week from today: 15:00


1The fields are displayed and prefilled in the Appointment: Details assignment block.

Note: In standard SAP systems, the Goal field is not displayed in the user interface.

b) Can you make the activity private?

No. The indicator is grayed-out because of the default setting and is not ready for input.

Save the activity.

c) Can you find the activity in the calendar of the employee responsible?

Choose Calendar.

Choose Week.

Choose Next Week.

The appointment is displayed.

Task 2:

Create a follow-up activity with questionnaire support.

1. With respect to your newly created ##Trade Fair Visit activity, create afollow-up activity of type Survey Activity.



Save the activity and make a note of the number.Continued on next page

[Data sheet]

a) Use Survey of ##Stockmann as the description and choose a suitable date in the future.

Find the activity that you created using the calendar entry (for example).

Choose More —» Follow-Up.

Choose Interaction Log - Survey Activity.

Description: Survey of ##StockmannStart date: Two weeks from today


Open the Questionnaires assignment block.

Choose Action Edit.

Fill out the survey with answers of your choice.

Choose Save to save the survey.

Choose Back.

Choose Save to save the activity.

Time From/To: 10:00 10:10

Exercise 21: Activities and Related Customizing - Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Create a new transaction type for activities• Create and edit an activity and follow-up activity

Business Example

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

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


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



In the Customizing header area, assign your new goal ##TriaI Order (ZB##) to the new category ##Appointment (Y##) and set the priority to High.



Use First ##Visit after trade fair as the description and ##Stockmann asthe account.

Check whether the system’s default entries for priority and goal are correct.Continued on next page


Create a follow-up activity with questionnaire support.

1. With respect to your newly created ##Trade Fair Visit activity, create afollow-up activity of typeSurvey Activity.




Task 2:

[Data sheet]

с т - о Г Р ' - ' ^ Р ,< ia c L & - <2 ^

Lesson: Customizing Activities and Special Activity Functions

Solution 21: Activities and Related Customizing - Service (Optional)

Task 1:

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


a) SAP Customizing Implementation Guide —» Customer Relationship Management —> Transactions —> Settings for Activities —* Maintain Categories, Goals and Priorities —> Maintain Goals

Choose New Entries.

Target: Z ##Description: ##TriaI Order

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

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

a) SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —> Settings for Activities —* Maintain Categories, Goals and Priorities —»Maintain Categories

Choose New Entries.

Category: Y##Description: ##AppointmentClass: Appointment

Save your entries.

3. Copy the existing transaction type 0001 (Interaction Log), and enterZB## as the transaction type and ##Trade Fair Visit as the name and long description.


In the Customizing header area, assign your new goal ##TriaI Order (ZB##) to the new category ##Appointment (Y##) and set the priority to High.



a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —> Transactions —* Basic Settings —» Define Transaction Types

Select transaction type 0001 (Interaction Log) and choose Copy as....

Transaction Type: ZB##Short Description: ##Trade Fair Visit

Long Description: ##Trade Fair Visit

Choose ENTER to execute copying and confirm the dialog box.


Select the new transaction type and choose Details.

b) In the Customizing header area, assign your new goal ##Trial Order (ZB##), the new category ##Appointment (Y##) and set the priority to High.


Select the Business Activity transaction category and double-click Customizing header in the dialog structure.

Category ## Appointment

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

The default settings of the indicators already meet your requirements.


Organizational Data Profile:

Action Profile:

ZORGPROF##

ACTIVITY

Goal:. ##Trial Order


Use First ##Visit after trade fair as the description and ##Stockmann as the account.




a) Choose Service Operations. This is optional because you can also use the quick creation entries in the navigation bar.

Choose Create Appointment.

Description: First ##Visit after trade fair

Account: ##Stockmann

Start Date/Time: one week from today: 14:00

End Date/Time: one week from today: 15:00


The fields are displayed and prefilled in the Appointment Details assignment block.

Note: In standard SAP systems, the Goal field is not displayed in the user interface.

b) Can you make the activity private?

No. The indicator is grayed-out because of the default setting and is not ready for input.

c) Can you find the activity in the calendar of the employee responsible?

Choose Calendar.

Choose Week.

Choose Next Week.

The appointment is displayed.Continued on next page

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

1. With respect to your newly created ##Trade Fair Visit activity, create afollow-up activity of typeSurvey Activity.




___________________ [Data sheet]

a) Use Survey of ##Stockmann as the description and choose a suitable date in the future.

Find the activity that you created using the calendar entry (for example).

Choose More —»Follow-Up.

Choose Survey Activity.

Description:

Start date:

Time From/To


Open the Questionnaires assignment block.

Choose Action Edit to fill out the survey.

Fill out the survey with answers of your choice.

Choose Save to save the survey.

Choose Back.

Choose Save to save the activity.

Survey of ##Stockmann

Two weeks from today

10:00 10:10

Lesson Summary

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

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

Partner Processing

Unit Overview

Unit Objectives


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

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

the partner determination procedure

Unit ContentsLesson: Overview of Partner Processing.....................................................264

Exercise 22: Partner Processing............................................................267Lesson: Customizing Partner Processing................................................... 270

Exercise 23: Analyze and Set Up Partner Processing - Sales.......... 275Exercise 24: Analyze and Set Up Partner Processing - Service (Optional) .................................................................................................. 285

Lesson: Overview of Partner Processing

Lesson Overview

This lesson gives a brief overview of partner processing in business transactions.


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

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

W hich external i Which partners mustpartners are involved - be involved in afor example, supplier. business transaction?

payer? i ,

V

^ W hich internal partners involved -

. for example, responsible ; employees, serviceV technic[an_g[ou|

Transaction

Where does the system look for

involved

\Are individual partners found automatically?

-

Figure 89: Partner Processing: Motivation

Partner processing controls how the system works with business partners in transactions. It ensures the accuracy of partner data in transactions by applying rules you specify in Customizing, and it makes your work easier by automatically entering certain partners and related information, like addresses.

One of the most important aspects of partner processing is partner determination, the process by which the system automatically finds and enters the partners involved in a transaction. In most transactions, you manually enter one or more

partners, and the system enters the others through partner determination. Various sources of information make partner determination possible; two of the most important are business partner master data and organizational data.

Partner determination controls business partner processing in transaction processing. Partner data can be checked for correctness using rules defined in Customizing. In this way, the user creates complete, consistent transactions.

All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently.

Partner processing allows you to define partners with your company's terminology. It also lets you specify exactly how partners are handled in transactions and how SAP CRM and SAP ERP exchange partner processing information.

Create transaction

0Enter main partnor/objectActivity partner "1 Sold-to party У Account Prospect J Installation component/object

vENTER

The partners involved are determined by the system.Contact person Ship-to party Service technician group

Figure 90: Automatic Partner Processing

During transaction processing, the main business partner or technical object (installed base component or object) is specified. During sales, this is usually the sold-to party; during an opportunity, this is the sales prospect.

Partner processing ensures that other partners involved in the transaction are determined automatically by the system.

In the case of a sales transaction, for example, these other partners are the ship-to party, the bill-to party and the payer.

In the case of an opportunity, for example, these other partners are the contact person(s) of the sales prospect and the (own) responsible employees.

Figure 91: Partner Processing in the Application

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

1. Which partners must be involved in the transaction?

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

2. Are partners determined automatically?

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

3. Manually changeable

Users can change partners that were determined automatically if this setting is made for the appropriate partner function in Customizing.

Under exceptional circumstances, you can choose Alternative proposals to restart the partner search (for example, after the change o f other involved partners).

4. Partners are also determined at item level.

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

1. Mandatory partner2. Automatic partner search3. Manually changeable/alternative4. Partner determination at item level also

Exercise 22: Partner Processing

Exercise ObjectivesAfter completing this exercise, you will be able to:• understand the basic functions of partner determination

Business ExampleYou would like to understand the basic functions of partner processing

Task:Please answer the following questions

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

2. Which of the following are standard features within partner processing? Choose the correct answer(s).□ A Relevant business partners can be derived from obj ect information,о В Partner processing can be used within Account Management, for

example to determine and assign an Employee Responsible to a corporate account.

□ С Partner processing can be used to determineJ^pîtions (from theOrganizational Model)

□ D Partner processing can be used to determine Organizational Units.□ E Partner processing allows to define whether partner information

can be changed within business transactions.□ F Partners can be inherited from transaction header to transaction

item.

Solution 22: Partner Processing

Task:

Please answer the following questions

1. Partner processing in CRM business transactions is an optional function.

Answer: False

Every CRM business transaction uses partner determination. It is not possible to create a transaction type without any kind of business partner.

2. Which of the following are standard features within partner processing?

Answer: A, D, E, F

Partner processing is relevant for business transactions (and other applications) but not for Account Management.Once organizational units are created as business partners (usually automatically), they can be added to the partner information (for example, a Service Technician Group).

Lesson Summary

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

business transactions

Lesson: Customizing Partner Processing

Lesson OverviewThis lesson goes into details of customizing partner processing.

Lesson Objectives


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


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

Жr

с

Transactions

isiness Partm

PartneiFunctionCategory

Partner Processing

PartnerFunction

Pai tner Detei miridLion Proceduip

AccessSequence

Figure 92: Partner Processing in Customizing

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

Partner function: The partner functions describe the people with whom you do business. Customers can also be referred to as sold-to parties, clients, patients or tenants. Partner functions describe those partners that you use in your organization. You can assign names freely.

Partner determination procedure: Rules that determine how the system works with business partners during transaction processing. This procedure combines partner functions and access sequences and contains additional information.

Access sequence: A search strategy for determining the data sources the system uses for partner determination and the order in which the sources are used.

Partner functiorArea manager

Relationshipcategory

■ Lock

Partner function categoryEmployee

Partner function Salesperson

я Relationship category

■ Lock

Partner functiorService employe

я Relationship category

■ Lock

Partner functions are freely definable. Partner function categories are predefined.

Figure 93: Partner Function Categories and Partner Functions

Partner function categories are predefined “classifications” and are assigned partner functions. The system uses these categories to identify and work with partner functions.

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

Partner functions are defined in Customizing.

SAP Implementation Guide—> Customer Relationship Management —* Basic Functions —> Partner Processing —*■ Define Partner Functions.

When you define a partner function, you can assign a (corresponding) relationship category. This relationship category corresponds to the business partner relationship category.

For example, the relationship category is responsible BP for is assigned to the partner function Employee Responsible.

If an access sequence is defined for determining the employee responsible from the business partner relationships, then the corresponding person must be assigned with the relationship category (Is the Employee Responsible For/Has the Employee Responsible).

Block: specifies whether the source partner for a partner determination is added to the results list of that determination. For example, if the lock field is set for the contact person partner function, the sold-to party is not determined as its own contact person in a sales transaction. If, on the other hand, the lock field is not set, the sold-to party can also appear as the contact person function in the transaction.

The partner determination procedure basically specifies which partner functions can be found automatically in a transaction.

Partner determination procedure Telesales

Procedure user

Partner functions

Sold-to party

Ship-to party

B ill-to party

Payer

Employee responsible

Jnto'vro? sotTir.:;^

Figure 94: Partner Determination Procedure

Partner determination procedures are defined in Customizing.

SAP Implementation Guide—> Customer Relationship Management —> Basic Functions —»Partner Processing —* Define Partner Determination Procedure

A partner determination procedure can be assigned to a transaction type and an item category. A partner determination procedure consists of three levels:

Procedure user (for example, sales transaction, service transaction, opportunity)

Settings for each partner function

a Min./Max. number

Can partner be changed in transaction?

W hich search strategy should be used?

W hich address?

Can the address be ch an g ed ? ..

Calendarm aintenance/relevance

Partner functions in the procedure (for example, sold-to party, employee responsible)

To prevent every partner function that is defined in the system and corresponding partners from being included in transactions, make the setting Permitted Functions = Only Functions Assigned in Procedure.

The determination time can be set for each partner function. However, partner determination occurs only before the initial save. If a transaction is saved and then subsequently altered, no new partner processing (determination) takes place.

A simpler form of the partner determination procedure is used in Installed Base and Case Management.

An access sequence is a search strategy that provides the data sources and the order in which the system checks them

Access sequence 0004■ Access 10: Preceding document

■ Access 20: Territory Management

■ Access 30: Organizational model

■ Access 40: Relationships

Other possible sources■ Logon user (employee)

■ Installation component

■ Pricing hierarchy

■ Business Add-Ins

Figure 95: Access Sequences

Access sequences are defined in Customizing.

SAP Implementation Guide —> Customer Relationship Management —> Basic Functions —* Partner Processing —»■ Define Access Sequences

In the partner determination procedure, you can select which access sequence should be used to determine the partner for each partner function. If there is no access sequence in the partner determination procedure for a partner function, you can enter the partner manually.

The documentation related to this IMG activity contains valuable information about the different customizing options within the access sequence definition.

There are a lot of “Sources” which can be used within access sequence definition.

during partner processing.

P a rtn e r d e t. p ro c . T e le s a le s

Partner Functions

Sold-to party-} Access sequence 0001

Ship-to party-» Access sequence 0002

Contact person -> Access sequence0003 j

Em ployee resp. -> Access sequence '0004

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

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

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

Figure 96: Partner Processing: Overview

In Customizing, the business transaction (for example, quotation, order, service contract) is assigned to the transaction type Business transaction types.

Procedure users are assigned to the partner determination procedure.

The business transaction type and procedure user must match in order to assign a partner determination procedure to a transaction type.

Process in SAP CRM

lizings

Transaction Type

Partner Determination Procedure I

Partner Functions

Access Sequences

Exercise 23: Analyze and Set Up Partner Processing - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:• Describe and explain the fundamental concepts of CRM partner processing• Create both a partner determination procedure and a access sequence in

Customizing

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

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

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

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

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


Task 2:

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

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

2. Create a new access sequence ZZ## (##Sold-To Party — Relationships) with one individual access which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function.

3. Add the partner function Contact Person (CRM) to the partner determination procedure ZPS##.

The partner function Contact Person (CRM) should occur at least once and no more than three times.

For determination, use the access sequence ##Sold-to Party - Relationships, which you created in the previous exercise.

You do not have to maintain the remaining fields.

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

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

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


Task 3:Comprehension questions on partner processing

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

2. Can you define your own partner functions in Customizing?

3. Can you define your own partner function categories?

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

Solution 23: Analyze and Set Up Partner Processing - Sales

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

1. Which partner functions were automatically found by the system for this particular sales transaction?

Does the system also determine a contact person?

Answer: SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —> Basic Settings —» Define Transaction Types

The partner determination procedure 00000001 is assigned to transaction type ZA## (##Quotation).SAP Customizing Implementation Guide —* Customer Relationship Management —* Basic Functions —* Partner Processing —> Define Partner Determination Procedure

Mark partner determination procedure 00000001 and choose Partner Functions in Procedure.The partner determination procedure 00000001 contains the following seven partner functions:

, Sold-to party, Ship-to party, Bill-to party, Payer, Sales manager, Sales employee, and Employee responsible.Does the system also determine a contact person?The partner function Contact person (CRM) is not determined automatically because it is not listed in the partner determination procedure.


Answer: IMG —* Customer Relationship Management —> Basic Functions —> Partner Processing —*■ Define Partner Determination Procedure

Select the Employee responsible partner function.Choose Details.IDES, from /user (technical key Z006)


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

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

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

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

a) IMG —> Customer Relationship Management —* Basic Functions —>

Partner Processing —> Define Partner Determination Procedure

Select the entry 00000001 (Telesales) and choose Copy As.

Procedure: ZPS##

Description: PartnerDetProc ##.

Confirm the dialog box and copy all dependent entries.

Save your data and go back to the IMG.


2. Create a new access sequence ZZ## (##SoId-To Party - Relationships) withone individual access which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function.

a) IMG —> Customer Relationship Management —> Basic Functions —>

Partner Processing —> Define Access Sequences

Choose New Entries and enter ZZ## as the ID and ##Sold-To Party - Relationships as the description.

Select the new access sequence and choose Individual Accesses.

Choose New Entries.


Batch Sequence: 10

Dialog Sequence: 10

Source: Business Partner RelationshipsPartner function: Sold-to Party (CRM)

Save the data and go back to the Implementation Guide.

3. Add the partner function Contact Person (CRM) to the partner determinationprocedure ZPS##.

The partner function Contact Person (CRM) should occur at least once and no more than three times.

For determination, use the access sequence ##Sold-to Party-Relationships, which you created in the previous exercise.


You do not have to maintain the remaining fields.

a) SAP Customizing Implementation Guide —» Customer RelationshipManagement —»Basic Functions —*■ Partner Processing —> Define Partner Determination Procedure

Select the partner determination procedure ZPS## then double-click Partner Functions in Procedure.

Choose New Entries.

Partner Function: Contact person (CRM)

Number of Occurrences 1(Lowest):Number of Occurrences 3

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

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

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

a) SAP Customizing Implementation Guide —► Customer Relationship Management —* Transactions —» Basic Settings —> Define Transaction Types

Search for transaction type ZA## and change the details.

Enter ZPS## in the Partner Determ.Proc. field.

(Highest):

Access Sequence ##SoId-To Party - Relationships


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

Answer: Choose Sales Cycle.Choose Create —> Quotation.Select ##Quotation.Sold-To Party: ##Stockmann Choose ENTER.No dialog box should be displayed regarding unclear address determination. Display the Parties Involved assignment block, check the addresses of the involved parties and observe that the system finds the contact person Michael ##Contact.

Comprehension questions on partner processing


Answer: Access sequences enable the definition of search strategies to search for individual partners. For example, the Employee Responsible can be determined through organizational data determination or, if no partners are found, it can be entered manually by the system user.


Answer: Yes, it is possible to define your own partner functions to fit your personal requirements.


Answer: Partner function categories cannot be created in Customizing.

Task 3:


4. What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships?

Optional: Test this by assigning the access sequence ##Sold-to Party- Relationships (ZZ##) to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).

Answer: SAP Customizing Implementation Guide —> Customer Relationship Management —> Basic Functions —> Partner Processing —>

Define Partner Determination Procedure

The partner function 00000014 (Employee responsible) is assigned to the relationship category Is Responsible BP For.Optional:SAP Customizing Implementation Guide —> Customer Relationship Management —» Basic Functions —* Partner Processing —*■ Define Partner Determination Procedure

Select partner determination procedure ZPS## then double-click Partner Functions in Procedure.Select partner function Employee responsible and display its details.In the access sequence field, enter the access sequence you just created. Maintain an Is Responsible BP For relationship as explained in the relevant Account Management exercise.Create a new ##Quotation and test whether your settings were implemented correctly.

Exercise 24: Analyze and Set Up Partner Processing - Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Describe and explain the fundamental concepts of CRM partner processing• Create both a partner determination procedure and a access sequence in

Customizing

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

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

1. Which partner functions were automatically found by the system for this particular servicetransaction?Does the system also determine a contact person?Is it Michael ##Contact?


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


( ; 4_J

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

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

2. Create a new access sequence ZZ##, ##Sold-To Party — Relationships with one individual access which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function.

3. Change the ZPS## partner determination procedure and assign the access sequence you just created to the Contact person (CRM) partner function.

In addition to this, the partner function Contact Person (CRM) should occur at least once and no more than three times.

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

5. Test the new partner determination procedure by creating the service transaction ##Service Process. Does the system determine the contact person who was stored as a relationship to the business partner (see Account Management exercises)?


Task 3:

Comprehension questions on partner processing




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

Solution 24: Analyze and Set Up Partner Processing - Service (Optional)

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

1. Which partner functions were automatically found by the system for thisparticular servicetransaction?

Does the system also determine a contact person?

Is it Michael ##Contact?

Answer: SAP Customizing Implementation Guide —»• Customer Relationship Management —* Transactions —> Basic Settings —*■ Define Transaction Types

The ZTSRVH01 partner determination procedure is assigned to transaction type ZS## (##Service order)SAP Customizing Implementation Guide —> Customer Relationship Management —> Basic Functions —> Partner Processing —»Define Partner Determination Procedure

The partner determination procedure ZTSRVH01 contains the following nine partner functions:Sold-to party, Bill-to party, Payer, Activity partner, Employee responsible, Contact person, Vendor, Service Technician Group and Ship-to party/Service Recipient.Does the system also determine a contact person?Is it Michael ##Contact?Although the system determines the Contact person (CRM) partner function,


Answer: IMG —» Customer Relationship Management —> Basic Functions —> Partner Processing —> Define Partner Determination Procedure

Display the details for the Employee responsible partner function. Employee from user (ZCHM)

it does not find Michael ##Contact.


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

a) Go to the CRM WebClient UI and choose the Parties Involved assignment block.

Choose Insert.

If possible, enter another partner function (partner), for example, the employee responsible Mark Freeman (ID 496122).

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

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


Partner Processing —> Define Partner Determination Procedure

Select the entry ZTSRVH01 and choose Copy As. Confirm the dialog box and copy all dependent entries. Name the new partner determination procedure PartnerDetProc ##.

Save your data and go back to the IMG.

4 ^ '


2. Create a new access sequence ZZ##, ##Sold-To Party - Relationships with one individual access which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function.


Partner Processing —* Define Access Sequences

Choose New Entries and enter ZZ## as the ID and ##Sold-To Party — Relationships as the description.

Select the new access sequence and choose Individual Accesses.

Choose New Entries.


Batch Sequence: 10Dialog Sequence: 10Source: Business Partner Relationships

Partner function: Sold-to Party (CRM)

Save the data and go back to the IMG.

3. Change the ZPS## partner determination procedure and assign the access sequence you just created to the Contact person (CRM) partner function.

In addition to this, the partner function Contact Person (CRM) should occur at least once and no more than three times.

a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —> Basic Functions —» Partner Processing —> Define Partner Determination Procedure

Select the partner determination procedure ZPS## then double-click Partner Functions in Procedure. Choose the partner function Contact person (CRM).

Number of Occurrences 1(Lowest):

Number of Occurrences 3(Highest):Access Sequence ##Sold-To Party

Relationships


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

a) SAP Customizing Implementation Guide —»• Customer Relationship Management —» Transactions —> Basic Settings —» Define Transaction Types

Search for transaction type ZS## and change the Details.

Enter ZPS## in the Partner Deterra.Proc. field.

5. Test the new partner determination procedure by creating the service transaction ##Service Process. Does the system determine the contact person who was stored as a relationship to the business partner (see Account Management exercises)?



Choose MService order.


Choose ENTER.

Display the Parties Involved assignment block.

The system finds the contact person Michael ##Contact.

Task 3:Comprehension questions on partner processing


Answer: Access sequences enable the formulation of search strategies to search for individual partners. For example, the Employee Responsible can be determined through organizational data determination or, if no partners are found, it can be entered manually by the system user.


Answer: Yes, it is possible to define your own partner functions to fit your personal requirements.


Answer: Partner function categories cannot be enhanced in Customizing.

4. What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships?

Optional:

Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).

Answer: SAP Menu —> Architecture and Technology —> Configuration—> Customizing


SAP Customizing Implementation Guide —> Customer Relationship Management —> Basic Functions —»Partner Processing —> Define Partner Determination Procedure

The partner function 00000014 (Employee responsible) is assigned to the relationship category Is Responsible BP For.Optional:Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).SAP Implementation Guide —> Customer Relationship Management —»

Basic Functions —> Partner Processing —> Define Partner Determination Procedure

Select partner determination procedure ZPS## then double-click Partner Functions in Procedure.Select partner function Employee responsible and display its details.In the access sequence field, enter the access sequence you just created. Maintain an Is Responsible BP For relationship as explained in the relevant Account Management exercise.Create a new ##Service Order and test if your settings were implemented correctly.

Lesson Summary

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


Unit SummaryYou should now be able to:• Explain the options and functions associated with partner processing in

business transactions• Create a partner determination procedure in Customizing• Describe access sequences, create them in Customizing and use them in


Actions

Unit Overview


• Explain the options for processing actions

Unit ContentsLesson: Action Processing............................................................................ 296

Exercise 25: Action Definitions and Customizing - Sales..................305Exercise 26: Action Definitions and Customizing - Service (Optional)....................................................................................................317

Lesson: Action Processing

Lesson OverviewThis lesson gives an overview of the actions functionality, how it can be used and configured.

Lesson Objectives


• Explain the options for processing actions

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

Quotation

A c tio n .

Set quotation to completed

C o n d itio n :

Validityexpired

ContractCreate follow-up activity,such as a phone cal

Two weeks before contract

Repair Generate a diagnosis item

Repair item not completed

OrderPrint the order confirmation

Order free of errors

Figure 97: Examples for Actions

Actions are important for maintaining and improving business relationships. You can schedule and start predefined processes with the Actions component by means of user-definable conditions from transaction and marketing objects.

You can tailor the type and time of actions to the requirements of your customers and the processes in your company. This component enables you to match your service, sales and distribution management, and your campaign management even more closely to customer needs, and, simultaneously, to automate them.

The Actions component also provides the technique of controlling output. It thereby replaces Output Determination of the SAP ERP System.

Actions refer to the Post Processing Framework (PPF) Basis Components, which can automatically trigger output, follow-up activities or workflows.

SAP provides about 200 action profiles that can be used in transaction processing (Application = CRM ORDER). Other application such as billing (BILLING) and Case Management (CRM_CASE) also make use of action processing.

Transaction Type j ! Item Category

j _ _ _ _ _Action Profile I' ' i

a Action profiles may be found using additional settings

a Actions can be freely defined according to the demands of your com pany’s processes

■ Conditions can be tim e-dependent using dates and date rules (date profile)

Processing Tim eя Immediately■ When Saving■ Sclcction Report

Processing Types■ Smart Form■ Workflow■ Methods

Figure 98: Action Processing: Workflow

An action profile is determined from the corresponding transaction type or item category.

You assign an action profile directly to a transaction type/item category.

You define an action profile determination (condition technique; the same as pricing).

An actions is always stored in relation to an action profile as an action definition.

You can control action processing using various settings and parameters:

• Action changeable or executable in dialog

• Processing time

i Di

merging

• Processing types

Y o u s h o u l d n o t u s u a l l y m o d e l d e p e n d e n c i e s b e t w e e n a c t i o n s .

The schedule condition decides whether an action should be scheduled for processing. An action is therefore generated (visible) only if the schedule condition is met.

The start condition is checked before the action is executed. The action is executed only if the start condition is met.

Net value < Contract Contractgreater than cancellation$ 1,000,000

Figure 99: Conditions

Schedule condition: If the schedule condition (of an action) is not met, the action is no longer available in the transaction.

Start condition: Actions that are available in the transaction can only be executed if the start condition is met.

Condition definition: There are two modes for defining conditions:

• Mouse-oriented PC mode• Direct text entry mode (traditional)

User settings can be made to change between both modes. When editing conditions, you can use expressions and constants and connect them with operators, for example, Status = “in process”. Conditions can be checked for proper syntax and tested.

Immediately

Processing Time J

When Saving ! Selection Report

.Complaint 'Q uo tation ' Custom er Order

Subsequent item Credit memo Visit

Figure 100: Processing Time

If you select Immediately as the processing time, the action is started as soon as the start condition is fulfilled.

If you configure the system so that processing starts when saving, the action is started when the transaction is saved.

If you define processing with the selection report and the start condition has been fulfilled, the action is started after the execution of a selection report. This processing type is particularly useful for actions that are used for deadline monitoring (such as monitoring the Service Level Agreements).

Actions are displayed in transactions that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the transaction on the Actions tab page of the transaction. The following information is displayed in the list for each action:

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

Figure 101: Processing Types

There are different Processing Types available:

• Smart Forms• Workflow• Methods

SAP Smart Forms are used for activities such as printing, e-mailing and faxing documents such as order confirmations.

Actions can create an event to start a workflow.

Methods are Business Add-In (BAdI) implementations. You can define your own BAdI implementation to adapt actions to your processes and needs. (EXEC METHODCALL PPF is the relevant BAdI.)

There are many BAdI implementations supplied by SAP that are used in the standard transactions.

Examples for standard methods include the following:

• COPY DOCUMENT (create a follow-up document)• COMPLETEDOCUMENT (set status completed within document)

• CREDIT_MEMO (create credit memo item)• REPAIR ITEM (create a repair item)• 10_EVENT_CREATE (create a workflow event)

Release procedure for quotation depending on net value

__________________________________________ L e s s o n : A c tio n P ro c e s s in g

/■ ' г f f \ ^ -

Action profile QvntafinnObject type (use

Date Profile

Context class

1. Com plete quotation

у Schedule ju tn ’n jt ic jl ly > Yes

в Processing time -> Selection report

* Can he executed online -> Ye*,

a P irtner-dcpenclcnt/p.irtr-cr lunction -> No

в Action merging Maximum o f one successful

Action ьComplete quotation(QUOTATION.COMPLETE)

Feedback from custom er

action

я Determination technology-^ Conditions

■ Processing type-> MethodCOMPLETE_DOCUMENT

(QUOTATION.F 2. Print quotationPrint quotation(QUOTATIOM_PRINT)

■ Schedule automatically Yes

я Processing tunc -vlmmedi.itc

я C.in be cxccutcd online > Ye*:

в Partner-dependent/partner function -> No

m Action merging -> Maximum of one unprocessed

Release quotation(QUOTATION_RELEASE)

Start release workflow(QUOTATION RELEASE WORKFLOW)

action per action definition

a Deteimin.Mlon technology > Conditions

a Processing type > Smart Form

Quotation reminder(QUOTATION_REMINDER)

CRM_ORDER_CONFIRMATION_01

Figure 102: Example: Actions in a Quotation

The assignment of an action profile to an object type (the relationship to the leading business transaction type of a transaction category) controls which transaction types can be used by the action profile.

Actions are always determined for each action profile separately and may contain different detail settings.

SAP Implementation Guide —> Customer Relationship Management —> Basic Functions —* Actions —»Actions in Transaction —> Change Actions and Conditions —> Define Action Profiles and Actions

Conditions are defined using a separate function.

SAP Implementation Guide —> Customer Relationship Management —> Basic Functions —»Actions —» Actions in Transaction —> Change Actions and Conditions —> Define Conditions

The start transaction for editing action profiles and conditions is /nSPPFCADM.

j Quotation

Completion

‘ i

Quotation

Valid until “ I.'.',

Statusopen? I

Status:Completed

Figure 103: Customizing: Action 1 - Complete Quotation

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

Quotation \

___ \_____;Print |

. x : ~None i

j Fulfilled

Inactive

Fulfilled

Schedule new actions

Immediatelyшшшттшшшл

Smart Forms mail(CRM ORDER CONFIRMATION 01

Figure 104: Customizing: Action 2 - Print Quotation

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

You can use the SAP Smart Forms graphics tool to design the layout of message forms.

SAP CRM contains several Smart Forms for messages:

• Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail)

• Form CRM LEADPRINT (suitable for faxes, letters and e-mails)• Form CRMORDERSERVICE (suitable for faxes, letters, and e-mails)

SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge, thanks to a completely graphical user interface.

When you request a printout of a form, the application program obtains the relevant data to be used and prints it on the form. Data retrieval and form logic are separated from one another.

SAP Smart Forms replace SAPscript forms.

Use SAP Smart Forms to design your forms

Address,Ship-to party

Company data

General data

Order items

Quotation item

Figure 105: SAP Smart Forms: Layout of Messages

(SB)■ The action monitor gives you an overview of all scheduled and processed

actions and their statuses.

■ You can trigger repeat action processing and display output (preview)

■ You can define selection variants and use them for background processing.

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Figure 106: Action Monitor

You can use the action monitor to monitor and trigger the processing of actions for several transactions.

The action monitor program, RSPPFPROCESS, originates from the Post Processing Framework (PPF). You can use this program to check the processing of the actions (for example, output, follow-on documents).

If you set the Processing using selection report processing time for an action in Customizing (for example, for a message), you can select the actions with this program and initiate their processing. This is particularly useful for actions that are used for deadline monitoring (such as Service Level Agreements: First reaction and solutions times for service orders).

It can also be useful to use the action monitor to process actions with the processing time When Saving if, for example, time-dependent conditions were fulfilled after a certain time without any changes to the transaction. The program should be executed regularly so that actions are also started in these cases.

Exercise 25: Action Definitions and Customizing - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:« Describe how an action of the type “order confirmation” is determined

within a quotation• Create an action profile using a wizard• Assign an action profile to a transaction type and test it

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

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

1. Create a quotation of the type ##Quotation for the customer ##Stockmann. Offer the customer 10 pieces of the material with the description ##Monitor.

2. Display the relevant actions for the quotation.

Which entries are displayed in the corresponding assignment block?

Does the list include the action Print Quotation Manually? If necessary, schedule the action manually.

What processing status does this action have?

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

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

Save your quotation.

5. Display the print preview of the quotation that was determined.


6. Use the Action Monitor transaction in the SAP GUI to select and execute the Complete offer action for your quotation.

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

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

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

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

1. Go to the IMG and use the wizard to create an action profile for transactions.

After starting the wizard use the following data:

Action Profile: ZACTIONPROFILE##

Description: Action Profile Follow-up Activities ##

Date Profile: 000000000001

Object Type Name: BUS2000126

Choose Continue.

Enter ZFOLLOWUP## as the action definition and Follow-up Activity ## as the description

Choose Continue.

Time of Processing: Immediate processing

Schedule Automatically: <do no select>

Display in Toolbox: <do no select>

Changeable in Dialog: <Set the indicator>

Executable in Dialog: <Set the indicator>

Choose Continue.

Hint: If you want to select the action that was found in the quotation you created, enter the <*transaction number> in the application key field.

Task 2:


The action should not be partner-dependent.

Choose Continue.

Select Method Call.

Choose Continue.

Use the F4 help in the field Method to select method COPY_DOCUMENT.

Choose change icon in Determine Proc. Parameter.

Create a container element with the create icon.

Element: PROCESS_TYPE

Description: Transaction type

Short Description: Action Transaction Type

Enter an ABAP Dictionary Reference.

Structure: CRM D O RD F R A D M I I

Field: PROCESS_TYPE

Assign the initial value 0001 (Interaction Log).

Choose Confirm and then select Apply entries.

Choose Continue.

Enter an appropriate text.

Choose Continue.

You do not want to use any conditions in the first step. Choose Continue twice.

In the wizard, click Complete.

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

Task 4:Test your settings

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


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

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

Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition.

Expand the container object CRM Bus. Activity.

Using the editor, form an expression User Status = Complete (status profile CRMACTIV).

Transfer the condition and save it.

2. Test your settings by creating another trade fair visit.

Can you schedule the action immediately after creating the transaction?

Complete the trade fair visit by setting the status accordingly.

Can you schedule the action now?

Solution 25: Action Definitions and Customizing - Sales

Task 1:

Create a ##Quotation and see whether you can display or issue a corresponding

1. Create a quotation of the type ##Quotation for the customer ##Stockmann. Offer the customer 10 pieces of the material with the description ##Monitor.


Choose Create —*■ Quotation.

Select MQuotation.


Product ID: <Your material>

Choose ENTER.

2. Display the relevant actions for the quotation.


Does the list include the action Print Quotation Manually? If necessary, schedule the action manually.


a) Open the Scheduled Actions assignment block.

Various scheduled and unprocessed actions are displayed: Call Customer Again About Offer, Automatic Release o f Offers, Start Release Procedure for Offers, Quotation Reminder, Complete Offer and Call Customer Again About Offer (Alert).

b) No, the list does not include an action to print the quotation.

Schedule this action manually.

Choose the Schedule New Actions.

Select the Print Quotation Manually action.

Choose Schedule.

The system displays the information message Action was executed immediately after scheduling.

form.

c) Choose Back.

The status of the action is Processed.


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

a) Choose the corresponding Execute Action hyperlink.

The system displays the error message Start Condition is Not Fulfilled.

This is because the Valid-to date of the quotation has not yet been reached.

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


a) The valid-to date can be found in the Quotation Details assignment block.


5. Display the print preview of the quotation that was determined,

a) Choose the More —» Preview Output button.

6. Use the Action Monitor transaction in the SAP GUI to select and execute the Complete offer action for your quotation.

Hint: If you want to select the action that was found in the quotation you created, enter the <*transaction number> in the application key field.

SAP Menu —> Sales —> Monitoring —> Action Monitor

Action Definition: QUOTATION_COMPLETE

Application Key: <*Number of your quotation>

Promotion Status: 0 (Not processed)

Time of Processing: Processing Using Selection Report

Choose Execute.

When the results are displayed, select the relevant action and choose Process.

In the CRM WebClient UI check the status of the quotation. It should be Completed.


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

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

a) SAP Customizing Implementation Guide —> Customer Relationship Management —» Basic Functions —»Actions —> Actions in Transaction —> Assign Action Profile to the Business Transaction Type

Select the transaction type ZA##. Display the Details.

The action profile is QUOTATION.


a) SAP Customizing Implementation Guide —*■ Customer RelationshipManagement —> Basic Functions —► Actions —> Actions in Transaction —> Change Actions and Conditions —> Define Action Profiles and Actions

Select the action profile QUOTATION. Display the details of action definition QUOTATION_PRINT.

The processing time is Immediate Processing.

Task 3:Optional

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







Choose Continue.


Choose Continue.





Changeable in E ialog: <Set the indicator>


Choose Continue.


Choose Continue.

Select Method Call.

Choose Continue.

Use the F4 help : n the field Method to select method COPY_DOCUMENT.



Element: PROCJESSJTYPE

Description: Tra nsaction type



Structure: CRMD ORDERADM H

Field: PROCESS TYPE

Assign the initial

Choose Confirm

Choose Continue.


Choose Continue.

value 0001 (Interaction Log),

and then select Apply entries.

You do not want twice.

to use any conditions in the first step. Choose Continue


a) SAP Customizing Implementation Guide —»• Customer RelationshipManagement —> Basic Functions —> Actions Transaction —> Create Actions With Wizard

Enter the data specified in the exercise.

Actions in



a) SAP Customizing Implementation Guide —> Customer Relationship Management —> Basic Functions —* Actions —> Actions in Transaction —> Assign Action Profile to the Business Transaction Type

Go to the details for transaction type ZB## and enter ZACTIONPROFILE## in the action profile field.

Task 4:

Test your settings

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

a) Choose Activities.

Choose Create —* Appointment

Choose MTrade Fair Visit

Description: Trade Fair Visit ##

Account: MStockmann

Choose ENTER.

Go to the Scheduled Actions assignment block.

Schedule the action.

Choose Schedule New Actions

Select your Follow-up Activity Sales Call ## action.

Choose Schedule.

Go back, save the activity and observe the transaction history.


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






a) SAP Customizing Implementation Guide —> Customer Relationship Management —> Basic Functions —> Actions —> Actions in Transaction —> Change Actions and Conditions —> Define Conditions

Double-click your action profile in the upper-left corner.

Choose the Schedule Condition tab page.

Choose Edit Condition.

Click the hyperlink to create the condition.

Open your current container object CRM Business Activity.

Double-click User Status.

Click the operator “=”.

Call the input help (F4) in the Constant field.

Enter status profile CRMACTIV.

Choose status E0003 Complete and press Enter.

Transfer and save the condition.

2. Test your settings by creating another trade fair visit.





a) Create an activity of the type ##Trade Fair Visit for the activity partner##Stockmann. Maintain fictional data.

Choose Activities.

Choose Create —*■ Appointment.



Account: MStockmann

Choose ENTER.




Select your Follow-up Activity ## action.

Choose Schedule.


No, this is not yet possible because the activity does not have the correct status.


In the Appointment Details assignment block, set the status to Completed.


Yes, the action can now be scheduled.

Exercise 26: Action Definitions and Customizing - Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Describe how an action of the type “order confirmation” is determined

within a service order.• Create an action profile using a wizard• Assign an action profile to a transaction type and test it

Business Example

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

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

1. Create a service order of the type ##Service order for the customer ##Stockmann. You offer the customer 4 AU of the ##Repair service.

2. Display the relevant actions for the service order.


Does the list include the action Print Service Order Manually ? If necessary, schedule the action manually.


3. Display the print preview of the determined order confirmation.

Task 2:

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

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



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







Choose Continue.


Choose Continue.






Choose Continue.


Choose Continue.

Select Method Call.

Choose Continue.








Structure: С RM1 ) 0 111) E RAD М П


Field: PROCESSJTYPE


Choose Confirm and then select Aply entries.

Choose Continue.


Choose Continue.




Task 4:Test your settings.

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


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





2. Test your settings by creating another ##Trade Fair Visit.




Solution 26: Action Definitions and Customizing - Service (Optional)

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

1. Create a service order of the type ##Service order for the customer ##Stockmann. You offer the customer 4 AU of the ##Repair service.






Choose ENTER.

2. Display the relevant actions for the service order.


Does the list include the action Print Service Order Manually*? If necessary, schedule the action manually.


a) You can see the action: Autom. IBase Update.

b) No, the list does not include this action.

Schedule the action manually.

Choose Schedule New Actions.

Select the Print Service Process Manually action.

Choose Schedule.

The status of the action is Processed.

3. Display the print preview of the determined order confirmation,

a) Choose the Print Preview button (top button row).


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

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

a) SAP Implementation Guide —> Customer Relationship Management—»• Basic Functions —* Actions —> Actions in Transaction —> Assign Action Profile to the Business Transaction Type

Select the transaction type ZS##. Display the Details.

The action profile is ZSERVICE_ORDER (IDES Service Order).


a) SAP Implementation Guide —>■ Customer Relationship Management —> Basic Functions —* Actions —> Actions in Transaction —> Change Actions and Conditions —> Define Action Profiles and Actions

Select the action profile ZSERVICE_ORDER. Display the details of the action definition ZSERVICEVORGANG(AUFTRAGGEBER).

The processing time is Immediate Processing.

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







Choose Continue.


Choose Continue.







Choose Continue.


Choose Continue.

Select Method Call.

Choose Continue.








Structure: СRMD ORDERAI)M il

Field: PROCESSJTYPE


Choose Confirm and then select Aply entries.

Choose Continue.


Choose Continue.



a) SAP Implementation Guide —> Customer Relationship Management —> Basic Functions —► Actions —> Actions in Transaction —> Create Actions With Wizard

Enter the data specified in the exercise.


.У


a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —> Basic Functions — Actions —* Actions in Transaction —> Assign Action Profile to the Business Transaction Type

Go to the details for transaction type ZB## and enter ZACTIONPROFILE## in the action profile field.

Task 4:

Test your settings.

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

a) Enter a business partner and a description and go to the Actions tab page. Is the action scheduled yet?

Choose Service Operations.

Choose Create —> Appointment.



Account: MStockmann

Choose ENTER.




Select your Follow-up Activity Sales Call ## action.

Choose Schedule.

Go back, save the activity and observe the transaction history.


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






a) SAP Customizing Implementation Guide —> Customer Relationship Management —> Basic Functions —»• Actions —* Actions in Transaction —* Change Actions and Conditions —* Define Conditions

Double-click your action profile in the upper—left comer.

Choose the Schedule Condition tab page.

Choose Edit Condition.

Click the hyperlink to create the condition.

Open your current container object CRM Business Activity.

Double-click User Status.

Click the operator “=”.

Call the input help (F4) in the Constant field.

Enter status profile CRMACTIV.

Choose status Б0003 Complete and press Enter.

Transfer and save the condition.

2. Test your settings by creating another ##Trade Fair Visit.





a) Choose Service Operations.

Choose Create —»Appointment.


Description: Trade Fair Visit Ш

Account: MStockmann

Choose ENTER.



No, this is not yet possible because the activity does not have the correct status.


In the Appointment Details assignment block, set the status to Completed.


Yes, the action can now be scheduled.

Lesson Summary

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

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

Pricing

Unit Overview

Unit Objectives


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

Unit ContentsLesson: Overview of Pricing..........................................................................330Lesson: Condition Maintenance and Pricing Functions........................... 342

Exercise 27: Condition Maintenance and Customizing - Sales.......347Exercise 28: Condition Maintenance and Customizing - Service (Optional)...................................................................................................357

Lesson: Overview of Pricing

Lesson OverviewThis lesson gives a brief overview o f how pricing works in CRM.

Lesson Objectives


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

Business ExampleYou want to familiarize yourself with pricing functionality in the SAP CRM system.

Pricing Basics

. ') - r " ' , ' " . 4 is responsibleS-'r :g :flh *; - n e ena;» 1 -«* ';M application.

Figure 107: Pricing and Tax Determination in SAP CRM

The Internet Pricing and Configurator is used for pricing in SAP CRM scenarios.

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

SAP CRMMobile Sales

Mobile Servicc

SAP Internet Sales in ERP

Я С ? 2 î I вес

/ P C ^Lesson: Overview of Pricing

C £ ( V }

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

• The data is maintained in the SAP CRM system. The IPC accesses the data in the CRM database.

IPC

CRM

Customizing & conditions

■ Data is maintained in the SAP ERP system.The SAP ERP system supplies the CRM system with this data and the IPC accesses the CRM database.

IPC

CRM : ERP

Middleware | Customizing & conditions

lcx>

u ' f t O

Figure 108: IPC Implementation Scenarios

IPC implementation scenarios

• Scenarios without ERP integration:

- You set up pricing Customizing in SAP CRM and maintain theconditions there. This data is only available in SAP CRM and cannot be transferred to the SAP ERP system. Exception: Trade Promotion Management.

- Naming convention: standard Customizing objects normally start with a digit.

• Scenarios with ERP integration:

- You set up pricing Customizing in the ERP system and maintainthe conditions there. Both the Customizing and the master data can be transferred from the ERP system to SAP CRM via the CRM Middleware.

- You cannot change the transferred Customizing in SAP CRM.- The transferred conditions cannot be changed in SAP CRM.

However, you can declare exceptions.- Naming convention: standard Customizing objects normally start with

a letter.- You use this scenario when you want to use ERP billing for certain

CRM business transactions.

Prising P roced ure “ -Calculation R yle

Pricing Procedure RVAAUS

1. Price PROO

2. Custom er Discount K007

3. Sales Promotion KAOO

Figure 109: Pricing Procedure

The pricing procedure defines the valid condition types and their calculation sequence in the transaction.

The pricing procedure also defines the following:

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

is taken into account.

Pricing procedures are defined in Customizing:

SAP Implementation Guide —> Customer Relationship Management —► Basic Functions —> Pricing —* Define Settings fo r Pricing —* Create Pricing Procedure

Pricing procedures have a source (CRM or R/3). The procedures which have been downloaded from SAP ERP cannot be changed in SAP CRM.

Organizational Data

Sales Organization

Pv>] 0 50002101DistributionChannel 10

Pricing Procedure.1. Price

0CRM1

0PR0

2. Custom er Discount OK07

3. Sales Promotion 0KA0

&

Customer Pricing Procedure Standard 1

determines Document Pi icing Procedure A

CustomerGroup

Figure 110: Determination of Pricing Procedure

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

The following elements influence the determination of the pricing procedure:

• Sales organization• Distribution channel• Document pricing procedure (can be assigned to a transaction type)• Customer pricing procedure (assignment in the business partner — sales area

data - billing data)• Division (optional)

The pricing procedure is determined in Customizing under the following path:

SAP Implementation Guide —> Customer Relationship Management —* Basic Functions —> Pricing —> Pricing in the Business Transaction —* Determine Pricing Procedures

I f t ® €

aitribw w s wif p # d e f in e s th e c h a r a c te r is t ic s : ; teondiUmt.

You can define a condition type for every type of price, surcharge, or discount that occurs in your business transactions.

Discount %

Calculation type: percentageScale base type: value scale

1I__I Freight

Calculation type: am ount/weight

Value from Amount j Amount

$ 100 - 1 % $ 1 per 1 kg$ 1000 - 2 %

$ 10000 - 4 % I

Figure 111: Condition Types

The condition type determines the category of a condition and how it is used.

The calculation type and the scale base type can be defined for each condition type.

Each condition type can be set as an automatic surcharge or an automatic discount.

Condition types are defined in Customizing under

SAP Implementation Guide —> Customer Relationship Management —> Basic Functions —* Pricing —> Define Settings for Pricing —> Create Condition Types.

Condition types have a source system (local = CRM or other system (such as R/3).

SAP ERP condition types can be loaded into the SAP CRM system (Customizing download object CRM_PRC_CNDTYP).

SAP CRM condition types cannot be loaded into the ERP system.

Some ERP condition types cannot be used in SAP CRM.

The term price element is used in the application instead of condition type.

Access Sequenc# = Search Strategy

Condition Type K027:

Access Sequence K027:

1. С ustomer-specific d iscountCondition table: Customer/Sales Organization

2. Discount for price groupCondition table: Price Group/Sales Organization

3. General discount for the sales organization Condition table: Sales Organization

Figure 112: Access Sequence

An access sequence is a search strategy that the system uses to search for valid data in a specific condition type.

It comprises one or more accesses that are each defined by specifying a condition table.

The sequence of the accesses controls the priority of the individual condition records. The accesses tell the system where to start searching after a valid condition record.

Create an access sequence for each condition type for which you create condition records.

Access sequences are defined in Customizing:

SAP Implementation Guide —> Customer Relationship Management —> Basic Functions —> Pricing —+ Define Settings fo r Pricing —*■ Create Access Sequences

Condition types have a source system (local = CRM or another system (such as R/3).

A condition t a b le d e f in e s th e ©otniilnatien {heys). th a t Identify a n individual co n d itio n

Condition table Z007 customer/sales organization:*

Condition table fields:Sales organization Distribution channel Division Sold-to party

Figure 113: Condition Table

Condition table: a table that defines the combination of fields that an individual condition record consists of. The condition table consists of a combination of search and result fields.

Condition records are always created using a specific key.

Use tables to help you define the structure of condition record keys.

The key fields of a condition table must appear together at the start of the table, in other words, non-key fields must not appear between any two key fields.

Condition tables are defined in Customizing under the following path:

SAP Implementation Guide —> Customer Relationship Management —* Basic Functions —> Pricing —> Define Settings fo r Pricing —* Create Condition Tables.

Name ranges for condition tables:

SAP condition tables 001 - 500 created in the ERP system: SAP001 - SAP500

Customer condition tables 501 — 999 created in the ERP system: CUS501 — CUS999

SAP condition tables created in the CRM system: SAPxxxxx

Customer condition tables created in the CRM system: CUSxxxxx

CR100 Lesson: Overview of Pricing

Figure 114: Condition Technique

The system reads the first condition type of the pricing procedure and determines the assigned access sequence. This step, together with the following steps, is repeated for each condition type in the pricing procedure.

The system reads the access sequence with the condition tables. The sequence of the condition tables forms the search strategy for determining the individual condition records. Each condition table contains the field combinations according to which the system should search in the condition records, for example business partner - product - price.

The system searches for valid condition records for the condition tables. If the system does not find a valid condition record for the first condition table, it carries on and searches for a condition record for the next condition table.

Once the system has found a valid condition record for a condition table, it makes the result available to pricing in the form of prices and discounts.

If the search procedure contains more than one condition type, the system repeats the search for condition records for each condition type.

In the SAP CRM system, the free goods, campaign and product determination functions are executed with the pricing mechanism (condition technique).

Different kinds of condition groups - for example, prices, discounts, surcharges, freight or taxes - can be determined.

Special offer discount:

Level at which the condition

is defined

Sales organization

Distribution channel: Customer:Material:

1st Period Mnrch 01 to April 30

1000

01C1M1

2nd Period May 01 to May 30

$ 1000 -1 % $ 1000 - 2 %$ 2 0 0 0 -2 % $2 0 0 0 -3 %$ 3000 -3 % $3 000 -4 %

Figure 115: Condition Records

Data about conditions is stored in condition records.

You can limit a price agreement to a specific period. To do this, specify a validity period. This can be useful when you want to have different price lists for different years or have discounts valid only for the duration of a special offer.

The values in a condition record (price, markup, discount) can be maintained according to a value scale. You can specify an unlimited number of levels in a value scale.

Performance-Optimized PricingWith EhPl for SAP CRM 7.0 it is possible to enable performance-optimizedpricing.

A Caution: This functionality is part of business functionCRMPERFORMANCE which also contains other features related to performance optimization.

After activating the business function CRMJPERFORMANCE, additional settings have to be made in customizing.

Choose SAP Customizing Implementation Guide —> Customer Relationship Management —> Basic Functions —> Pricing —> Pricing in the Business Transaction —> Performance-Optimized Condition Processing and Pricing

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

• New pricing interface: Configurable mapping between the transaction fields and condition fields allows you to set up pricing so that the system only calls the pricing engine for changed fields, based on the transaction's pricing procedure.

You can continue to use the old pricing interface after you have activated this business function.

Hint: Conversion to the new pricing can require some configuration effort and the reimplementation of Business Add-Ins (BAdls), and should only be made after detailed analysis.

Delayed cross-item pricing: You can enable business users to postpone calculation of cross-item prices (where group conditions apply), thereby improving system reaction time during editing of transactions.

When cross-item pricing is delayed, price calculations that require aggregated cross-item data are processed on item level only during transaction editing. This includes the calculation of taxes based on the gross transaction value, discounts and surcharges based on the total value of multiple items value (for example, total weight), and distribution of rounding differences.

Business users can switch cross-item pricing on and off from the user interface (however, this option is not available with SAP Intellectual Property Management). When the user enables cross-item pricing again or saves the transaction, cross-item pricing takes place if necessary, that is, if price data is not up-to-date.

■"■■"I .Motes

Figure 116: Delayed Cross-Item Pricing

When cross-item pricing is delayed, price calculations that require aggregated cross-item data are processed on item level only during transaction editing. This includes the calculation of taxes based on the gross transaction value, discounts and surcharges based on the total value of multiple items value (for example, total weight), and distribution of rounding differences. Processing of structure conditions and manually-entered header conditions is also delayed.

Business users can switch cross-item pricing on and off with the option More —> Disable Cross-Item Pricing/Enable Cross-Item Pricing. When the user enables cross-item pricing again or saves the transaction, cross-item pricing takes place if necessary, that is, if price data is not up-to-date.

When cross-item pricing is disabled, the following apply:

• Price totals are not displayed in the transaction when a pricing-relevant change is made.

• On transaction header level, price conditions (Prices assignment block) and data in the Price Details assignment block cannot be changed.

Lesson Summary

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

Lesson: Condition Maintenance and Pricing Functions

Lesson Overview

This lesson goes into details of maintaining pricing related conditions in CRM.


• Carry out condition maintenance in SAP CRM

Business Example

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

Figure 117: General Condition Maintenance in the CRM WebClient Ul

is available in the CRM WebClient UI.

• Log on with business role Sales Professional (SALESPRO)• Choose Sales Operations —> Search —> Prices

• Enter Application, Price Maintenance Group and choose OK.• Search for existing prices or create new prices.

General condition maintenance in the SAP CRM system can also be called using the SAP GUI:

SAP Menu —* Master Data —* Prices and Conditions —* Maintain Conditions

You can start condition maintenance from the following objects in CRM:

* Business partners

■ Business partner hierarchies

■ Products

■ Contracts (price agreements)

■ Campaigns (discounts)

Figure 118: Condition Maintenance

If you want to edit conditions for standard CRM business processes, enter CRM in the application field and a suitable (condition) maintenance group.

You can merge the required condition types/condition tables using the condition maintenance groups in Customizing. In general condition maintenance, the context GCM allows you to make the corresponding selection of condition types/condition tables.

Condition Maintenance Group

Maintenance Context■ General (GCM)

■ Business partner

■ Contract

■ Campaign

Figure 119: Condition Maintenance Groups and Contexts

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

Condition type 1

Condition type 2

Condition type3

Condition type 4

Condition type 5

Condition type 6

Condition type 7

Condition type 8

Condition type 9

The SAP CRM system contains general condition maintenance (GCM) as well as special maintenance contexts. In GCM, you can maintain the conditions that are in condition maintenance groups and which are assigned to the GCM maintenance context.

You can define separate condition maintenance groups and the assignment of maintenance contexts in Customizing:

SAP Implementation Guide—* Customer Relationship Management —> Master Data —» Conditions and Condition Technique —* Condition Technique: Basics —> Create Maintenance Group

SAP Implementation Guide—* Customer Relationship Management —> Master Data —» Conditions and Condition Technique —* Condition Technique: Basics —> Define Maintenance Groups for Context

OrderCustomer: M iller

Product Quantity

M328 10 PC

Condition Rate UoM per Value Curr

Material Price 100 $ 1 pc 1000 $

Gross 100 $ 1 pc 1000 $

Custom er Discount -2 % -2 0 $

Product Discount - 5 $ 1 pc -5 0 $

Net Value 93 $ 1 pc 930 $

Shipment Costs + 2 $ 1 kg + 40 $

Final Amount 97 $ 1 pc 970 $.

Figure 120: Pricing Analysis in Transactions: Example

You can carry out a pricing analysis. This is a log that gives you an overview of the transactions in automatic pricing.

You can use this information to check how the individual pricing elements from the item are calculated in the system.

The system displays information about each pricing transaction as well as the last pricing transaction that was carried out. This enables you to compare pricing transactions. This can be useful after failed searches or price changes.

User parameter PRC_TRACE = X must be set. Otherwise the button to invoke the price trace is not available.

a Item level pricing, formulas for more complex pricing

■ Manual changes at item and header levels

■ Different calculation types

■ Two-dimensional scales, scales with different scale bases

■ Validity periods

■ Currency conversion, quantity conversion, and unit of measurement conversion

■ Free goods discount (Inclusive and exclusive bonus quantities)

Figure 121: Pricing: Functions

Differences between pricing in SAP CRM and SAP ERP:

• The following condition types are not supported in SAP CRM: EK01, EK02, BOOl to B005, AZWR, RLOO, MW15, VRPS, EDI1, EDI2.

• Mass copying of condition records is not possible in SAP CRM.• Change documents are not available in SAP CRM.• Archiving of pricing conditions is not possible in SAP CRM.• For technical reasons in SAP CRM, you cannot display the underlying

condition record from condition maintenance in a transaction.• Unlike SAP ERP, there are several pricing program runs in SAP CRM. This

means that is also possible to compare different pricing runs. This might be useful after price changes or during an error search, for example.

• The pricing type cannot be predefined in SAP CRM when new pricing is started.

• Customer-specific SAP ERP formulas and requirements must be implement accordingly in SAP CRM (IPC).

IPC

BP Sales Org. / Vendor■ Address

♦ Country or region

♦ Jurisdiction code

■ Tax registration numbers

Tax Event

Tax Location Tax Type(s) Tax Rate(s)

Customer■ Address

♦ Country or region 4 ..♦ Jurisdiction code

■ Tax Registration Number

■ Tax Types and Groups

Product■ Tax Types and Groups

Transaction■ Date

■ CRM Item Object Type

Figure 122: Tax Determination via TTE

If you create billing documents using CRM Billing, the taxes are determined via the Transaction Tax Engine.

The TTE determines and calculates tax based on the condition records and tax exemption licenses. The TTE uses the transferred data to determine the tax event, tax type(s) and the corresponding tax record.

To start the call of the Transaction Tax Engine, you need define the condition type OTTE (for tax calculation and the net price) or 1TTE (for tax calculation and the gross price). We recommend that you use the 0CRM01 pricing procedure.

As of SAP CRM 4.0, there is a persistent tax document. This document is stored permanently in the system and can be accessed at all times. The persistent tax document comprises all input and output data for a particular TTE tax determination and calculation.

The simulation transaction TTE_SIMULATION supports:

• Testing of all Customizing parameters• Testing of all tax calculation results• Saving of documents.

Exercise 27: Condition Maintenance and Customizing - Sales

Exercise Objectives

After completing this exercise, you will be able to:• Maintain conditions in the CRM system• Perform certain basic Customizing settings related to pricing in transactions

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

Conditions and condition maintenance in the CRM system

1. Create a sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces.

2. Check the item details of the transaction to see whether the system has found a customer discount.

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

4. In the future the customer ##Megastore should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year.

Maintain a condition master record in the CRM system accordingly.

■sib Note: Sales Operations —» Search —> Prices

Application: Sales/Service

Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU)

Sales area: Sales US; 30; 00

Task 1:

Hint: Choose Business Role Sales Professional

Hint: Display the assignment block Price Details on item level.


5. Create another sales order of the type Sales Process with the account##Megastore and enter the product HT-1010 with a quantity of 10 pieces.

Is the customer discount found automatically?


Task 2:Customizing Pricing

1. What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise?

Influencing factor 1_______________________________________

Origin:____________________________________________

Influencing factor 2___________ __ ________________________

Origin:____________________________________________


Origin:________ ________ __________________________


Origin:____________________________________________


Origin:____________________________________________

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

Task 3:

Set up a new condition maintenance group in Customizing.

1. You want to display the customer-specific material price, which you created

in ERP (condition type PR00), in the general condition maintenance.

To do this, set up a separate condition maintenance group - Z C M ff l (maintenance group ##) - containing the corresponding conditiontable/condition type. Use a suitable description.

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

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

Solution 27: Condition Maintenance and Customizing - Sales

Task 1:


1. Create a sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces.

Hint: Choose Business Role Sales Professional


Choose Create —>• Sales Order.

Choose Sales Process.


External Reference: Pricing ##.

Product ID: HT-1010

Quantity: 10

2. Check the item details of the transaction to see whether the system has found a customer discount.


a) Choose the Edit icon next to the item that you have just created in the Items assignment block.

In the item details, open the Price Details assignment block.

The list of displayed price elements does not include a Customer Discount entry.


a) Choose Add. r / b

Price Element: Customer Discount ( X )J

In the column Price enter 5.

The minus sign (-) is added automatically.

Choose Back and save the transaction.


4. In the future the customer ##Megastore should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year.


nn^> Note: Sales Operations —* Search —> Prices




a) Sales Operations —► Search —> Prices


Price Maintenance Group: Cust. Spec. Discount

Choose OK.

Choose New.

Price Type: Customer Discount

Choose OK.

Sales Organization: Sales US


Division: 00

Sold-To Party: <number of ##Megastore>

Amount: 3

Valid From: Today

Valid To: End of year

Choose Back.

Save your data.

5. Create another sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces.

Is t a t tS a v e t h e t r a n s a c t i o n a n d n o t e t h e n u m b e r .


Choose Create —> Sales Order.




Product ID: HT-1010

Quantity: 10

Choose the Ш icon next to the item that you have just created in the Items assignment block.



The list of displayed price elements now includes the customer discount entry.



1. What factors influence the determination of a pricing procedure? Where inthe system are the specific values of the factors for your special business transactions in the previous exercise?


Origin:____________________________________________


Origin:____________________________________________


Origin:____________________________________________


Origin:____________________________________________


Origin:____________________________________________


a) The determination of the pricing procedure can be influenced by the following factors:

Influencing factor 1: Sales organization

Specific value: Sales US (O 50000609)

Origin: Assignment block: Organizational Data

Influencing factor 2: Distribution channel

Specific value: Internet Sales (30)


Influencing factor 3: Division

Specific value: -


Influencing factor 4: Document pricing procedure

Specific value: CRM (9)

Origin: Transaction type [ZSAL]

Influencing factor 5: Customer Pricing Procedure

Specific value: Standard (1)

Origin: Account

Additional information for influencing factors 1-3

The organizational data is found in the Organization Data assignment block in the details of the transaction.

Additional information for influencing factor 4 (document pricing procedure)

Choose Architecture and Technology —> Configuration —* Customizing.


SAP Customizing Implementation Guide —> Customer Relationship Management —> Transactions —> Basic Settings —» Define Transaction Types

Select entry ZSAL and choose Details.



Select the Sales transaction category and double-click Customizing header in the dialog structure.

The document pricing procedure is CRM (9).

Additional information for influencing factor 5 (customer pricing procedure)

Choose Account Management.


Search for acount ##Megastore.

Open the Sales Area Data assignment block for the account ##Megastore.

Choose edit action (E?) for the sales area.

US Sales & Service; Internet Sales; -

The customer pricing procedure is Standard (1).


a) SAP Customizing Implementation Guide —» Customer Relationship Management —> Basic Functions —* Pricing —> Pricing in the Business Transaction —> Determine Pricing Procedures

Choose Position.

Sales Organization ID: О 50000609 (Use the input help)


Division: < >

Document Pricing Procedure: 9

Customer Pricing Procedure: 1

Choose ENTER.

The pricing procedure found is 0CRM01.

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

1. You want to display the customer-specific material price, which you createdin ERP (condition type PR00), in the general condition maintenance.

To do this, set up a separate condition maintenance group - ZCMG## (maintenance group ##) - containing the corresponding condition table/condition type. Use a suitable description.


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

a) SAP Customizing Implementation Guide —> Customer Relationship Management —* Master Data —> Conditions and Condition Techniquie —* Condition Technique: Basics —> Create Maintenance Group

Choose New Entries.

Maintenance group: ZCMG##

Description: Maintenance group ##

Confirm your entry, select it and choose Condition Maintenance Group: Detail in the dialog structure on the left.

Choose New Entries.

Counter: 1

Application: CRM

Usages: PR

Condition table: SAP305

Condition Type: PR00

Description: Customer Material Price ERP ##

Save your entries.

SAP Customizing Implementation Guide —> Customer Relationship Management —> Master Data —> Conditions and Condition Technique —> Condition Technique: Basics —> Define Maintenance Groups for Context

Maintenance context: GCM

Choose New Entries.

Group: ZCMG##

Save your entries.


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

a) Sales Operations —» Prices


Price Maintenance Group: Maintenance Group ##

Choose O K .

Enter the following search criteria:

Price Element: PROO

Sold-to Party: 3271

Choose Search.

Customer specific price elements (condition records) for account 3271 are displayed. However, it is not possible to change the master record because it was transferred from the ERP system and is not intended for processing in the SAP CRM system.

Exercise 28: Condition Maintenance and Customizing - Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Maintain conditions in the CRM system• Perform certain basic Customizing settings related to pricing in transactions

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


1. Create a service order o f the type ##Service order with the account ##Stockmann and enter the product ##Repair with a quantity o f 2 AU.


2. Check the item details o f the transaction to see whether the system has found a Customer Discount price element.

J ^ ) Hint: Display the assignment block Price Details on item level.

3. Can you enter the price element Customer Discount with a value o f 5% manually?

4. In the future your customer ##Stockmann should always receive a Customer Discount o f 3%. This agreement should last from today until the end o f the year.


Task 1:

Note: Service Operations —> Search —* Prices





5. Create another service order of the type ##Service Order with the account ##Stockmann and enter the product ##Repair with a quantity o f 2 AU.



_______________ [—> Data sheet]


1. What factors influence the determination o f a pricing procedure? Where in the system are the specific values o f the factors for your special business transactions in the previous exercise (1-1)?

Influencing factor 1_________________________________________

Origin:______________________________________________


Origin:______________________________________________


Origin:______________________________________________


Origin:______________________________________________


Origin:___________________________________________ _


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

1. You want to edit the customer discount that you created in the last exercise(condition type PROO) in a condition maintenance group that is set up specifically for this purpose.

To do this, set up a separate condition maintenance group - ZCMG## (Maintenance Group ## - containing the corresponding condition table/condition type. Use a suitable description.



2. In general condition maintenance, check whether you can display condition master records o f condition type PROO in condition maintenance group ZCMG##.

Solution 28: Condition Maintenance and Customizing - Service (Optional)

Task 1:


1. Create a service order o f the type ##Service order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU.




Sold-To Party: ##Stockmann.



Quantity: 2

2. Check the item details of the transaction to see whether the system has founda Customer Discount price element.

a) Choose the Edit icon next to the item that you have just created in the Items assignment block.


The list o f displayed price elements does not include a customer discount entry.


a) Choose Add.

Price Element: Customer Discount

In the column Price enter 5.

The minus sign (-) is added automatically.

Choose Back and save the transaction.



4. In the future your customer ##Stockmann should always receive a Customer Discount o f 3%. This agreement should last from today until the end o f the year.


Note: Service Operations —> Search —*■ Prices




a) Service Operations —> Search —> Prices


Price Maintenance Group: Cust. Spec. Discount

Choose OK.

Choose New.

Price Type: Customer Discount

Choose OK.

Sales Organization: IDES TR


Division: 00

Sold-To Party: <number of ##Stockmann>

Amount: 3

Valid From: Today

Valid To: End of year

Choose Back.

Save your data.

5. Create another service order o f the type ##Service Order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU.




_______________ [—> Data sheet]




Sold-To Party: ##Stockmann.



Quantity: 2

Choose the Edit icon next to the item that you have just created in the Items assignment block.



The list o f displayed price elements now includes the Customer Discount entry.



1. What factors influence the determination o f a pricing procedure? Where in the system are the specific values o f the factors for your special business transactions in the previous exercise (1-1)?


Origin:______________________________________________

Influencing factor 2_______________ __________________________

Origin:______________________________________________


Origin:______________________________________________


Origin:______________________________________________


Origin:______________________________________________


a) The determination o f the pricing procedure can be affected by the following factors:

Influencing factor 1: Sales organization

Specific value: IDES TR (O 50005807)


Influencing factor 2: Distribution channel

Specific value: Final customer sales (10)


Influencing factor 3: Division

Specific value: —


Influencing factor 4: Document pricing procedure

Specific value: SP : Contract (S)

Origin: Transaction type [ZS##]

Influencing factor 5: Customer Pricing Procedure

Specific value: Standard (1)

Origin: Account

Additional information for influencing factors 1-3

The organizational data is found in the Organization Data assignment block in the details o f the transaction.

Additional information for influencing factor 4 (document pricing procedure)

Choose Architecture and Technology —»■ Configuration —> Customizing.



Select entry ZS##and click on the Details icon (Щ).



Select the Sales transaction category and double-click Customizing header in the dialog structure.

The document pricing procedure is called SP : Contract (S).

Additional information for influencing factor 5 (customer pricing procedure)

Choose Accounts & Products.


Search for acount ##Stockmann.

Open the Sales Area Data assignment block for the account ##Stockmann.

Choose edit action (Ш Р) for the sales area.

[IDES CRM Training Company; Final customer sales; -]

The customer pricing procedure is Standard (1).


a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —*■ Basic Functions —> Pricing —► Pricing in the Business Transaction —* Determine Pricing Procedures

Choose Position.

Sales Organization ID: О 50005807 (Use the input help)


Division: < >

Document Pricing Procedure: S

Customer Pricing Procedure: 1

Choose ENTER.

The pricing procedure found is 0CRM02.

Set up a new condition maintenance group in Customizing.

1. You want to edit the customer discount that you created in the last exercise (condition type PROO) in a condition maintenance group that is set up specifically for this purpose.

Task 3:


To do this, set up a separate condition maintenance group - ZCMG## (Maintenance Group ## - containing the corresponding condition table/condition type. Use a suitable description.


a) SAP Customizing Implementation Guide —> Customer Relationship Management —> Master Data —* and Condition Technique —»

Condition Technique: Basics —> Create Maintenance Group

Choose New Entries.

Maintenance group: ZCMG##

Description: Maintenance Group ##

Confirm your entry, select it and choose Condition Maintenance Group: Detail in the dialog structure on the left.

Choose New Entries.

Counter: 1

Application: CRM

Usages: PR

Condition table: SAP305

Condition Type: PROO

Description: Customer-spec. Material price ##

Save your entries.

SAP Customizing Implementation Guide —> Customer Relationship Management —> Master Data —> Conditions and Condition Technique —>• Condition Technique: Basics —» Define Maintenance Groups for Context

Maintenance context: GCM

Choose New Entries.

Group: ZCMG##

Save your entries.


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

a) Service Operations —> Prices


Price Maintenance Group: Maintenance Group ##

Choose OK.

Enter the following search criteria:

Price Element: PROO

Sold-to Party: 3271

Condition Type: PROO

Choose Search.

Customer specific price elements (condition records) for account 3271 are displayed. However, it is not possible to change the master record because it was transferred from the ERP system and is not intended for processing in the SAP CRM system.

Lesson Summary

You should now be able to:• Carry out condition maintenance in SAP CRM

Unit SummaryYou should now be able to:• Describe the Internet Pricing and Configurator (IPC)• Understand the essential features o f the condition technique• Describe the pricing functions• Make settings in pricing Customizing• Carry out condition maintenance in SAP CRM

CRM Billing

Unit Objectives


• Understand the usage o f CRM Billing• Explain a billing process• Describe the structure o f billing documents• Name the Customizing settings relevant for CRM Billing

370380387395

Unit ContentsLesson: Overview of CRM Billing......................................................Lesson: Customizing CRM Billing.....................................................

Exercise 29: Creating Billing Documents - Sales....................Exercise 30: Creating Billing Documents - Service (Optional)

Lesson: Overview of CRM Billing

Lesson OverviewThis lesson provides an overview of the billing process in SAP CRM.

Lesson Objectives


• Understand the usage of CRM Billing• Explain a billing process• Describe the structure of billing documents

Business ExampleYou want to use CRM Billing to invoice service transactions and customer orders. You need to familiarize yourself with the general concepts of CRM Billing.

Usage of CRM Billing and System Landscape

Trade Promotion Management (TPM) : development F jnds (MOF)

I■ Customers using a stand-alone CRM

installation : ; i ■ я ' W ithout ERP Backend integration or

:: a W ith an ERP Backend but without using: i : Sales and Distribution (SD) \

a Customers using CRM Service with ..Usage based billing

я Service Parts Management (SPM) m Financial Service / Leasing a Intellectual Property Management (IPM)

Claims Settlement, if following s

C R M Bil l ing - O p t i o

i Customers using sales and service in C R M ..........

■ W th Е.ЧР Backend for logistics w r ,execution and financials : :

i ■ Billing of sales and service items for ; ' the same customer (payer) in one |

bil ing document. V: Ж ■

s Customers using CRM Service (incl. service providers); ?]{:• If service; is a separate: LoB : :

■ independent from Sales ; й: ■ Ootional sir:co CRM 4.0 Service

Figure 123: Recommendations for Usage of CRM Billing

We recommend to use CRM Billing when one of the prerequisites mentioned on the above slide applies.

CRM Billing is optional for customers who already utilize ERP Billing and who do not implement specific CRM scenarios (as mentioned on the slide above).

Figure 124: System Landscape

In SAP CRM, you can issue invoices for various business transactions. These include invoices for:

Service contracts, service orders, service confirmations, complaint and other CRM service related documents.Sales orders (with or without reference to delivery).

You can use CRM Billing to combine service order items and sales order items in the invoices. This simplifies communication with your customers.

If you want to invoice only CRM sales orders and you are currently using SAP Sales and Distribution (SAP SD), you have the option of using either SD Billing or CRM Billing. You should normally use CRM Billing to invoice contracts, service orders, confirmations and complaints.

The ERP component SAP FI-AR (accounts receivable accounting) or FI-CA (Contract Accounts Receivable and Payable) must be implemented if you wish to post billing documents in financial accounting.

The billing component in SAP CRM is a billing engine application that is generated beforehand. When you make Customizing settings for billing, make these for the CRM Billing application.

Billing Process

s c e i i s i s t s o f th ree

■ Input processing■ Billinga Output processing

Inputprocessing

B illing Outputprocessing

Service

Delivery

E x te rn a l

data

Billing due list

Billingdocuments

кH 5 *■ H i r ! >

Printer, e-mail,...

SAPFI/CO

BIContent

Non-SAP

systems

Figure 125: Process Overview

During Input processing, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items.

As of CRM Release 5.0, you can use an external interface to copy data from non-SAP systems to the CRM Billing due list. It supports the formats IDoc; XML SOAP via HTTP; XML via SAP NetWeaver Exchange Infrastructure

For more information, see the documentation for function module CRM XIFBEA DLCRM BSAV E.

If possible during Billing, the system groups related billing due list items from different CRM business transactions into a joint billing document. The billing due list can process due list items as part of an individual billing or as part of collective billing. It is also possible to perform the execution in the background.

Output processing consists of invoice output, the transfer to SAP Financials, and retrieval in SAP BI. The output is performed using SAP Smart Forms. The posting of billing data takes place either in SAP FI-AR or in SAP FI-CA. CRM Billing provides all relevant billing data for statistical reports (BI Content).

B illina-relevant business transactions < transaction items■ Contracts■ Service confirmations■ Deliveries■ Orders

.

Billing due list is crcatcd

..... dti© lis t Ш т а т contain all th e -data neededfor Kiiriff

Figure 126: Input Processing

When you save a business transaction in which at least one item is relevant to billing, the system automatically transfers the data from this billing request item to the billing due list in CRM Billing.

CRM Billing uses the data from Customizing to determine the item category in CRM Billing for the transferred data record. When the system cannot determine an item category (if, for example, the item category determination is not set up completely), the system has to reject the transferred data record because billing is not possible without the item categories (the billing due list is incomplete).

CRM Billing saves all successfully processed and completed data as billing due list items.

You can search for billing due list items using various selection criteria.

You can display the details of each billing due list item.

There are two ways of setting a billing block:

You give the business transaction item billing block status.The billing item category is blocked for billing by the corresponding indicator.

■ Individual billing (dialog)

■ Collective billing (dialog)

■ Collective billing (background)

■ Collective billing (job-controlled)

m

/Order Delivery

Invoices

Invoices

/Sales Delivery

Invoices

Service

You can use copying requirements to control the conditions under which a transaction's item are billed.

Figure 127: Billing Process

As a sub process of general billing, CRM Billing transfers billing due list items to billing document items and assigns these to the billing document headers. Therefore, billing documents (for example, invoices, credit memos and debit memos) are created from items which come from a wide range of CRM business transactions.

Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billing document type, billing date, terms of payment and the Split Criteria field.You can also influence the split criteria using the copying requirements. To do so, follow the Customizing path: SAP Implementation Guide —> Customer Relationship Management —* Billing —> Define Copying Requirements.

Header dataPaid party Billing type Billing date Billing unit

Item dataProductQuantityPrices and conditions Sold-to party

Figure 128: Billing Documents

Billing documents are not exchanged between the CRM and ERP systems.

As long as the invoices have not been transferred to accounting, you can make certain changes to the invoices (such as changing the value date, the prices and texts).

CRM invoices generate the sales data for the rebate.

You can cancel individual billing documents and also execute collective cancellations. The system transfers cancellation information to financial accounting automatically.

Bil l ing

Search

M r$: Documents Sling Due list tens Biing Requests Release for Bltna

л s - 4 3

Figure 129: Billing Execution

Perform billing in the SAP GUI if

You are using variants to perform collective billing. Variants are a group of predefined selection criteria for billing.

— ►...a■ O

Item NoJSsll. Ufiit Bill Date Bill Type

I S r t S !Ousni'ly Ssfe M sJVdiu» Сипг Э'!||

sa,oafujo10 33

E R P mBI

■ 'f 4External Interface (XIF Adapter)

Figure 130: Output Processing

Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data and is split into the following processes:

Output of invoicing documents through different output media (for example, printer, fax, e-mail or external output management systems)

Transfer of billing data to a range of SAP ERP accounting applications.

Provision of data for SAP Business Information Warehouse (SAP BI)

Connection of any non-SAP application to the external interface of CRM Billing - You can find more information about connection under Interfaces for connecting to external systems.

CRM Billing allows you to issue invoices in the following output methods: printer, fax, e-mail, archive, and external printing channels (via the XML interface in CRM Billing).

Smart Forms process the invoice in the layout you require. The formation of a specific invoice depends on the billing type of the corresponding action (for example invoices, credit memos, debit memos or cancellation documents).

You can monitor the transfer to accounting (status; error handling).

You can carry out the transfer to accounting separately (at a later point in time).

You can set up account determination either simply or flexibly (condition technique).

Periodic billing (for example, contracts)

Milestone billing (for example, projects)

Figure 131: Billing Plans

You use billing plans to schedule individual dates for billing for a product or service, independent of the product delivery or provision of the service. You can either bill the same amount at regular intervals (periodic billing plan) or bill different amounts at specified dates that have been predefined (milestone billing plan).

The billing plan specifies when a certain amount is invoiced.

Service contracts and leasing scenarios in particular use billing plans.

You set up billing plan types and billing plan determination in Customizing:

January ....

i8

3 4 Is 6 7 10 11 s

12 13 14 16 16 17 is i1 19 20 21 22 23 24 25 1

26 27 2e 29 30 31

M arch

D Q 1 3 1[_45_ _6_ 7_ n n [Tolh i

12 13 14 . £E L!I|[l819 20 21 П П 3

[2526 27 28 □ □ [311[ Ш

M ay

_J ШВ 3 [ 4 10 11 17 18

l i б_7_В пШ 13 14 № шВ ЗИПт т п п

□□

□га■

20% = EUR 100.00 40% = EUR 200.00 40% = EUR 200.00

January3 4 ' I

5 6 7 9 10 11 112 13 14 15 16 17 18 119 20 21 22 23 24 25 й

1 26 27 28 29 30

EUR 740.00

February2 3 4

5 6 7 8 9 10 1112 13 14 15 16 17 1819 20 21 22 23 24 2526 27иEUR 740.00

March2 3 ■4

5 6 7 9 10 1112 13 14 15 16 17 1819 20 21 22 23 24

ш

2526 77 ?Я П ЗА

EUR 740.00

Additional Billing Topics

Billing plan procedure + Transaction type/item category => Billing plan type

Payor

SAP Implementation Guide —* Customer Relationship Management —» Transactions —* Basic Settings —> Billing Plan

Hint: With EhPl for SAP CRM 7.0 a new technique is available for periodic billing. This technique improves system performance during editing of contracts (for which periodic billing is applicable). In particular, performance is improved for contracts with a large number of items (although it is also improved, but to a lesser extent, for contracts with fewer items). Rather than generating a billing request item in each settlement period, as a subitem of each billable item, the system generates one billing request line within each item in each settlement period. Billing request lines can be processed significantly faster than billing request items.

In SAP CRM, billing request lines can be used in parallel with billing request items; you can begin using the new technique for new business transactions while existing transactions use the old technique.

Billing request lines are available once business function CRM_PERFORMANCE has been activated.

For more details on the business function, prerequisites and billing request lines, please refer to the corresponding documentation in the Online Help.

Lesson Summary

You should now be able to:• Understand the usage of CRM Billing• Explain a billing process• Describe the structure of billing documents

Lesson: Customizing CRM Billing

Lesson OverviewThis lesson goes into details of customizing the billing process in SAP CRM.

Lesson Objectives


• Name the Customizing settings relevant for CRM Billing

Business ExampleYou want to use CRM Billing to invoice service transactions and customer orders. You need to familiarize yourself with the relevant Customizing settings.

Biilinp-specsic assignments of organizational units'

SAP Reference IMG

Custom er Relationship Managem ent н .... ..

Master Data

Organizational Management

Cross-System Assignm ents ... ..... ..

Sales Organization 1 s.v ---------------- ► Company Code 1

Sales Organization 2 BU

Sales Organization 3 /

Service organization ------► BU -----------------► Company Code 2

Figure 132: Customizing Organizational Data

You need to specify which units are responsible for creating billing documents in your organization. Billing units can be sales organizations, service organizations, or vendors in intercompany billing scenarios.

The billing unit (BU) is a CRM business partner that has the role Billing Unit. For more information, see the IMG documentation:

SAP Implementation Guide —> Customer Relationship Management —* Billing —> Define Billing Units

The billing unit can be defined separately and independently of the sales or service organization.

You can assign more than one sales organization to a billing unit (cross-sales organization billing)

Billing units are assigned uniquely to company codes.

Billing dociimeiil-s.pecifis Customizing settings

SAP Reference IMG

Custom er Relationship Management

Billing

■ Define number ranges

■ Define billing-ielevanco of the business transaction items

■ Define billing types ■

■ Define item categories

■ Define item category determination

Figure 133: Billing Document Customizing

In order to use all CRM Billing functions, you must maintain all the activities in the Implementation Guide under the Billing node. To find the billing node, choose the following path in the Implementation Guide: Customer Relationship Management —> Billing.

Under Define Billing Types, determine the billing types for CRM Billing. A billing type specifies a billing document's characteristics and properties. The billing type attributes determine how the system behaves during billing.

Under Define Billing Item Categories , enter the item categories for CRM Billing. The item category determines the properties and characteristics of the billing due list items and the billing items. The item category attributes specify how the system behaves during input processing and billing.

Under Item Category Determination, make the settings for item category determination in CRM Billing. Item category determination is used to define the item category for CRM Billing using data from CRM business transactions. There are two ways of doing this:

In the Assign Item Categories activity, you can assign the item category in CRM Billing to a specific combination of transaction type (process type of source application) and an item category of the relevant CRM business transaction.

Service order (SRVO)

j j Accotint

J Service (SRVP)

Щ'

i j -Expense (S R Ê ):/ i;

Confirmation (SRVC)

Account...Pricing procedure

Service (SVCP*)

Service part (SVCM*)

'Expense; (SVCE*)’

Billing Customizing

| Item category determination (for billing):| S o iree trsnsnctlon type + Source item type Billing item category

I cf:vc +S rt '/C +S R V C +

Si/C? 3Cf;SVCM SCNSVCE SCN

Item categories (for billing):Details of item type SCN (extract)

- Billing type r?SV- Billing block

Billing types (for billing):Details of the billing type T2SV (Extract)

! - Number range' - Pricing procedure

* = Relevant for billing

Figure 134: Example: Customizing of the Service Confirmation

This figure shows extracts from standard SAP CRM Customizing. The example shows the confirmation of a service order with three typical items that are not relevant for billing. A confirmation transaction is created with other item types as a follow-up transaction.

In the example, the (transaction) item types of the confirmation are set as relevant for billing. In standard systems, the billing relevance is set to Transaction-related billing after completion. In this situation, it is necessary to complete the confirmation and the service order for billing. You also then use the Release for Billing function. If the billing relevance is set to Order-related billing acc. to order quantity, the billing due list is created when the confirmation is completed.

In billing Customizing, the “determination” is set by the billing item categories. In the example, item category SCN is determined.

If required, an enhanced item category determination can be set up in Customizing.

The default value for the billing type is stored in the details of billing item categoiy SCN. This is F2SV in the example.

Note that the contents of the pricing procedure of the transaction to be billed must match the pricing procedure of the billing type (ideally they should be the same). You can ensure that this is the case by setting the “Copy Pricing Procedure” indicator for the billing type. If you do this, you do not have to assign a pricing procedure to the billing type.

Sales Order/CRM (Т А )

Sales (TAN*)

Delivery/ERP (LF)

Business partners

Quantities/Weights

Delivery item (TAN)

‘ Relevant for billing

Billing CustomizingItem category determination (for billing):Source transaction type + Source item type -> Billing item category

1 ТА + TAN TANDLF -h Ta N -> TAN

Item categories (for billing):Details of item type TAN0 (extract) glfjllpiaaiiiMM

- Dependent ?:эт

Item categories (for billing):Details of item type TAN (extract)

- Billing type F2- Billing block

Figure 135: Example: Customizing of a Delivery-Related Sales Order

The example on this figure and the next illustrates a distribution-relevant CRM sales order (the replicated ERP sales order is not shown on this page) with delivery processing in the ERP system. Billing takes place in the CRM system.

The transaction item category of the CRM sales order is set a relevant for (CRM) billing. Standard CRM systems contain the billing relevancies Delivery-Related Billing [F] and Delivery-Related Billing - No Zero Quantities [GJ.

In this situation, an invoice requires two entries in billing item category determination. Note that the (first) billing item category that is found and which is generated by the CRM order item is flagged as a dependent item. This billing due list item cannot be selected in the billing due list.

After successful delivery processing (and goods issue posting), a second billing due list item is generated which may then be invoiced.

Note that the price determination settings and price conditions must be maintained in CRM when delivery-related CRM Billing is used.

Sales Order/CRM (ТА) Sales Order/ERP (ТА) Delivery/ERP (LF)

Sales (TAN) M Sales (TAN)'' (TAN)

Delivery itemDelivery-related billing (F/G)

Delivery-related £R!\fl Billing (Gt/R)

Billing due list item 1

N. fT^ND |

Z''Billing due list item 2

У.____________I TAM l

Figure 136: Billing Due List During Delivery-Related CRM Billing

The CRM sales order displayed above generates a (first) billing due list item.

After further processing in the ERP system, delivery processing generates a second billing due list item.

When you set the Dependent Item indicator in Customizing for CRM Billing, you can define billing item categories so that the billing due list items which they contain from the data transfer are dependent on another business transaction. Only the data of this business transaction that is transferred later can be billed.

So, for example, order item TAND is a dependent item which cannot be selected in the billing due list. If the delivery occurs in the ERP system and delivery item TAN is transferred to CRM Billing, item TAN can be billed.

Note: A special setting can be made to change the underlying system configuration of CRM. This setting is from Service Parts Management (SPM) and there are certain minimum system requirements for its use. When this setting is made, new sales orders are no longer transferred from SAP CRM to SAP ERP. Instead, unchecked deliveries are created immediately in SAP ERP. An unchecked deliveiy is a delivery document that contains requested delivery dates and quantities that were transferred from the sales order. In a subsequent program run in the background, SAP ERP converts the unchecked deliveries into checked deliveries.


Basic Functions

■ Pricing

■ Partner determination

■ Text determination

SAP Reference IMG


Billing

Integration

■ Transfer to accounting

■ Transfer to Global Trade Services (GTS)

Figure 137: Additional Customizing Settings

In service-related Customizing, you make settings for the services in CRM Billing: pricing, partner processing, text processing, and action processing.

Under integration-related Customizing, you make settings for integrating billing with accounting applications. Settings regarding document types, accounts and tax codes for accounting documents are made here.

'You can adjust the billing application

■ Enhanced item category determination

■ Enhanced account determination■ XIF connection to input processing ...... .......................■ Integration with Contract Accounting ■ - ■

(FI-CA) | j■ Supplementary invoice ? rrr:.... 8 TS-EL. 1■ Intercompany billing '■ Multi-level intercompany billing '■ Invoice split using conditions ......................................■ GTS integration■ Billing correction■ Retroactive billing■ Country-specific functions

Figure 138: Configuring the Billing Application

The billing engine framework enables you to adjust the CRM Billing invoice application flexibly.

For details of the additional functions in the context of CRM Billing, see

SAP Implementation Guide —> Customer Relationship Management —* Billing —>Configure Application

Д Caution: Some of the features require that they are enabled in the billing configuration and that the relevant business function (CRM_SLS_SRV_1) is activated!

The list of additional billing functions contains numerous entries, for example

• Intercompany Billing: You use this function to generate invoices between units within a corporate group. You need to do this if the unit that receives an order does not deliver the product, but the product is instead delivered by another unit that is within the same organization but in a different company code.

Single- and multi-level intercompany billing as well as intercompany payables are supported features.

• Currency conversion: Currency conversion in SAP CRM billing takesplace if a sales or service transaction was created in a transaction currency that has expired (is no longer a legal means of exchange) on the billing document creation date. ,

• Data Retention Tool extended (DARTX): You can use DARTX to extract and retain the SAP CRM data that is needed to support your individual tax audit requirements. The data set that is supported in the standard offering of DARTX is intended as a subset of the data that is needed by your company for audit compliance. Therefore, as a prerequisite to the implementation of DARTX, it is first necessary to plan your company-specific data needs. Since neither logistics nor financial accounting data is available in SAP CRM, itis also necessary to plan a data retention strategy for audit-relevant data in SAP ERP.

• Access Control Engine (ACE) enablement: billing documents, billing due list items, rebate due list items, rebate settlements and rebate extracts (in SAP GUI) now are ACE enabled.

Exercise 29: Creating Billing Documents- Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:• Understand the organizational units needed for billing and the assignments

of these units• Work with the billing due list and create individual billing documents• Carry out certain necessary Customizing settings to set up CRM Billing

Business Example

You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

Task 1:Relevant organizational data for CRM Billing.

1. Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers.


Note: Search for accounts that have the role Billing Unit.

2. Check Customizing to see which of these billing units was assigned to the sales organization Sales US.

3. Check Customizing to see which company code is assigned to the billing unit.

Task 2:

Create a new sales order of the type Sales Process (ZSAL) for the customer ##Megastore and the product HT-1000 (1 piece) then maintain it in the ERP system.

1. Create the sales order in the CRM system and check whether it wastransferred to the ERP system.

Save the order and note the number.

__________________ [Data sheet]


U n it 10: C R M B illin g C R 1 0 0

2. Call the ERP system and perform the following logistical follow-up functions.

(a) Deliver your order.

п в ^ Note: SAP Menu —> Logistics —*■ Sales and Distribution —► Shipping and Transportation —> Outbound Delivery —» Create —> Single Document —> Жг/Zz Reference to Sales Order

Make a note of the delivery number.

_____________ [Data sheet]

(b) Pick the outbound delivery.

Note: SAP Menu —> Logistics —* Sales and Distribution —» Shipping and Transportation —► Picking —> Create Transfer Order—» Single Document

Alternative access from the delivery itself Menu: Subsequent Functions —* Picking

Note the delivery number if it has not yet taken place.

_____________ [Data sheet]

3. Check the CRM system to see whether your transaction is in the billing due list.

4. Post the goods issue for your outbound delivery in the ERP system.

5. Check the CRM system again to see whether your transaction is in the billing due list.

6. Create a billing document for your entry/transaction.

_____________ [Data sheet]

7. Are accounting documents generated in the ERP system?

Task 3:

Check the relevant Customizing for CRM Billing.

1. Check the Billing-relevance indicator for the item category ZSAL (which was determined in your transaction).

2. Find out which billing item category is assigned to your source process category LF (Delivery) in source item category ZSAL.

3. Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed?

Solution 29: Creating Billing Documents- Sales

Task 1:

Relevant organizational data for CRM Billing.






Role is: Billing Unit



Numbers of the existing billing units:

407491, 401013, 400021, 408800,33, 405890, 406383 and possibly others also.


a) SAP Customizing Implementation Guide —* Customer Relationship Management —> Master Data —» Organizational Management —»

Cross-System Assignment o f Organizational Units —* Assign Billing Units to Sales Organizations

Billing Unit 33 is assigned to sales organization О 50000609 (Sales US).


a) SAP Customizing Implementation Guide —» Customer Relationship Management —> Master Data —>• Organizational Management —> Cross-System Assignment o f Organizational Units —> Assign Company Codes to Billing Units

Company Code 3000 is assigned to Billing unit 33.


Task 2:Create a new sales order of the type Sales Process (ZSAL) for the customer ##Megastore and the product HT-1000 (1 piece) then maintain it in the ERP system.

1. Create the sales order in the CRM system and check whether it was transferred to the ERP system.


__________________ [Data sheet]


Choose Create —> Sales Order.


Sold-To Party:External Reference

Product ID:Quantity:


__________________ [Data sheet]

2. Call the ERP system and perform the following logistical follow-up functions.

(a) Deliver your order.

Note: SAP Menu —*■ Logistics —> Sales and Distribution —» Shipping and Transportation —> Outbound Delivery —* Create —» Single Document —* With Reference to Sales Order

Make a note of the delivery number.

_____________ [Data sheet]

(b) Pick the outbound delivery.

■sp» Note: SAP Menu —> Logistics —> Sales and Distribution —► Shippingand Transportation —*■ Picking —> Create Transfer O rders Single Document

Alternative access from the delivery itself: Menu: Subsequent Functions —y Picking


##MegastoreBilling##HT-10001

Note the delivery number if it has not yet taken place.

_____________ [Data sheet]

a) Deliver your order.

SAP Menu —»Logistics —* Sales and Distribution —* Shipping and Transportation —> Outbound Delivery —> Create —> Single Document —> With Reference to Sales Order

Shipping point: 3800

Selection date: one week from todayOrder: Your order number

Choose Continue.

Save the outbound delivery.

___________ [Data sheet]

b) Pick the outbound delivery.

SAP Menu —»■ Logistics —> Sales and Distribution —> Shipping and Transportation —> Picking —> Create Transfer Order —* Single Document

Warehouse Number: 038Delivery: Your delivery number

Foreground/Background: Background

Adopt Pick Quantity: 1

Choose Continue.

The transfer order is created.

3. Check the CRM system to see whether your transaction is in the billing due list.

a) In the CRM WebClient UI:

Choose Billing.

Choose Search —> Billing Due List Items.

Sold-To Party ID: Number of ##Megastore.

Choose Search.

There is no entry for your process because goods issue for the outbound delivery has not yet been posted.


4. Post the goods issue for your outbound delivery in the ERP system.

a) SAP Menu —* Logistics —»Sales and Distribution —> Shipping and Transportation —> Outbound Delivery —> Change —> Single Document

Delivery: Your delivery number

Without going to the details of the delivery you choose Post Goods Issue.

5. Check the CRM system again to see whether your transaction is in the billing due list.

a) Choose Billing.

Choose Search —» Billing Due List Items.

Sold-To Party ID: Number of ##Megastore

Choose Search.

Now there will be an entry with your delivery number.

6. Create a billing document for your entry/transaction.

_____________ [Data sheet]

a) Select the line with your entry.

Choose Individual Billing.

Choose Continue.

Choose Save.

_____________ [Data sheet]

7. Are accounting documents generated in the ERP system?

a) Yes, accounting documents are generated automatically in this situation.

Use the hyperlink in the billing result list to go to the details of the billing document that you have just created.

Alternatively choose Billing followed by Search —> Billing Documents.

In the details of the billing document, an Accounting document entry is displayed in the Follow-Up Transactions assignment block.

Choose the hyperlink and, if necessary, log on with the user data of the ERP system.


Task 3:Check the relevant Customizing for CRM Billing.

1. Check the Billing-relevance indicator for the item category ZSAL (which was determined in your transaction).

a) SAP Customizing Implementation Guide —> Customer Relationship Management —> Billing —► Define Billing Relevance o f Item Categories

Go to item category ZSAL.

Billing relevance: Delivery-Related Billing.

Note: The corresponding ERP item type in the sales order has billing relevance Q (delivery-related CRM billing).

2. Find out which billing item category is assigned to your source process category LF (Delivery) in source item categoiy ZSAL.

a) SAP Customizing Implementation Guide —* Customer RelationshipManagement —* Billing —> Item Category Determination —*■ Assign Item Categories

Choose CRMB (CRM Billing).

Go to the line with Source Process Category LF and Source Item Category ZSAL.

Billing item category ZDEL is assigned.


a) SAP Customizing Implementation Guide —> Customer RelationshipManagement —> Billing —> Define Billing Item Categories


Take a look at the details for item category ZDEL.

The billing type Invoice (F2) is the default value.

The billing block indicator is not set; in other words, invoices do not have to be released before billing can take place.

Exercise 30: Creating Billing Documents- Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:• Understand the organizational units needed for billing and the assignments

of these units• Work with the billing due list and create individual billing documents• Carry out certain necessary Customizing settings to set up CRM Billing

Business Example

You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

Task 1:Relevant organizational data for CRM Billing.






Task 2:

Create a service confirmation of the type Confirmation (ZSEC) for customer ##Megastore with product SRV1_4 (2 AU) and the executing service employee Lou Windham. Enter a duration of 60 minutes.

1. Create the confirmation in the CRM system and complete it by setting the relevant status.

Save the confirmation and note the number.

__________________ [Data sheet]


2. Create a billing document for your confirmation.

3. Are accounting documents generated in the SAP ERP system?


1. Check the Billing-relevance indicator for the item category SVCP (which was determined in your transaction).

2. Find out which item category for billing is assigned to your source transaction category ZSEC (Confirmation) and source item category SVCP.


Solution 30: Creating Billing Documents- Service (Optional)

Task 1:

Relevant organizational data for CRM Billing.

1. Check if one or more billing units exist in the CRM system. Make a noteof the IDs/numbers.




Role is: Billing Unit



Numbers of the billing units:

407491, 401013, 400021, 408800, 33, 405890, 406383 and possibly others also.


a) SAP Customizing Implementation Guide —* Customer Relationship Management —> Master Data —»• Organizational Management —>

Cross-System Assignment o f Organizational Units —> Assign Billing Units to Sales Organizations

Billing Unit 33 is assigned to sales organization О 50000609 (Sales US).


a) SAP Customizing Implementation Guide —> Customer Relationship Management —► Master Data —> Organizational Management —* Cross-System Assignment o f Organizational Units —> Assign Company Codes to Billing Units

Company Code 3000 is assigned to Billing unit 33.



Task 2:

Create a service confirmation of the type Confirmation (ZSEC) for customer ##Megastore with product SRV1_4 (2 AU) and the executing service employee Lou Windham. Enter a duration of 60 minutes.

1. Create the confirmation in the CRM system and complete it by setting the relevant status.

Save the confirmation and note the number.

Hint: Observe the item category Service Confirm.

2. Create a billing document for your confirmation.

Choose Search —* Billing Due List Items.

Payer ID: Number of ##Megastore

Choose Search.

Select the line with your entry.

Choose Individual Billing.

Choose Continue. .

Choose Save.

__________________ [Data sheet]


Choose Create —> Service Confirmation.

Choose Confirmation.

Description:Sold-To Party:Executing Service Employee:

Product ID:

Quantity:

CRM Billing ## ##Megastore 400440 (Lou Windham) SRV1_4

2 (AU)

L/Loose the status Completed.

Choose Save.

__________________ [Data sheet]

a) Choose Billing.

[Data sheet]


\

3. Are accounting documents generated in the SAP ERP system?

a) Yes, accounting documents are generated automatically in this situation.

Use the hyperlink in the billing due list to go to the details of the billing document that you have just created.

Alternatively choose Billing followed by Search —> Billing Documents.

In the details of the billing document, an Accounting document entry is displayed in the Follow-Up Transactions assignment block.

Choose the hyperlink and, if necessary, log on with the user data of the ERP system.


1. Check the Billing-relevance indicator for the item category SVCP (which was determined in your transaction).

a) SAP Customizing Implementation Guide —* Customer Relationship Management —> Billing —> Define Billing Relevance o f Item Categories

Go to item category SVCP (Service Confirm).

Billing relevance: Transaction-Related billing According to Order Quantity

2. Find out which item category for billing is assigned to your source transaction category ZSEC (Confirmation) and source item category SVCP.

a) SAP Customizing Implementation Guide —* Customer Relationship Management —> Billing —* Item Category Determination —> Assign Item Categories


Go to the line with Source Process Category ZSEC and Source Item Category SVCP.

Billing item category SCN is assigned.



a) SAP Customizing Implementation Guide —> Customer Relationship Management —> Billing —> Define Billing Item Categories


Take a look at the details for item category SCN.

The billing type Invoice Service Transaction (ZFSE) is the default value.

The Billing Block indicator is not set; in other words, invoices do not have to be released before billing can take place.

Lesson Summary

You should now be able to:• Name the Customizing settings relevant for CRM Billing

I ■Unit SummaryYou should now be able to:• Understand the usage of CRM Billing• Explain a billing process• Describe the structure of billing documents• Name the Customizing settings relevant for CRM Billing

CRM Middleware

Unit Overview


• Describe the main tasks of the CRM Middleware• Explain and perform the data exchange between an SAP CRM and SAP

ERP system• Administrate the essential features of the data exchange• Assess monitoring options for data exchange

Unit ContentsLesson: Overview of CRM Middleware....................................................... 404Lesson: Data Exchange between SAP CRM and SAP ERP.....................411

Exercise 31: Administration Console.................................................... 417Exercise 32: Object Managemement and Data Transfer from an ERPSystem........................................................................................................ 421

Lesson: Consistency and Monitoring of the Data Exchange.................... 425Exercise 33: Data Exchange and Troubleshooting..............................431

Lesson: Overview of CRM Middleware

Lesson Overview

This lesson describes the purpose of CRM Middleware and its functionality.


• Describe the main tasks of the CRM Middleware

Business ExampleYou would like to get a basic understanding of data exchange between SAP CRM and other systems works.

-CRM Middleware:^ ^ 6

Provides seamless back-end integration

Provides groupware integration4 ? h

Synchronizes Mobile Clients

Is an integral part of the CRM Server CRM Middleware

It requires■ No additional software■ No additional installation■ No additional servers *

Figure 139: Technical Integration via CRM Middleware

The SAP CRM system with the CRM Middleware and CRM applications forms the core of the CRM system landscape. The CRM Server can run as a stand-alone solution or with various back-end systems. If SAP ERP is the back-end system, only a plug-in is needed to handle the data exchange with the SAP CRM Server. This has to be installed separately depending on the ERP release level.

SAP CRM supports two types of mobile scenario: laptop computers and handheld devices. Laptops use the solutions for Mobile Sales and Mobile Service, which are synchronized (using the CRM Middleware) with the applications on the SAP CRM Server. Handheld devices can be used in either online or offline mode.

Third-PartySystem

Groupware

| • CommunicationStation | 7

CRM Server

ERP Back end

Mobile Clients

Figure 140: CRM System Landscape

The CRM Server contains the CRM Middleware, which handles the data exchange between internal applications and major external components (for example, a back-end SAP ERP system, SAP BI system or non-SAP system).The CRM Middleware also synchronizes the databases of mobile clients with the CRM database.

Mobile clients are normally laptop computers on which the Mobile Sales/Mobile Service application is executed. Mobile clients are usually connected temporarily to the CRM Server for the data exchange. The mobile clients are connected to the CRM Server via the communication station.

SAP NetWeaver Business Intelligence

The CRM Middleware can exchange messages with non-SAP systems via standard interfaces such as XML - SOAP.

Supported groupware solutions: Microsoft Exchange and Lotus Domino.

If you want to link more than one CRM system or more than one ERP system, see Notes 640570, 853430, 1084315 and 1143540.

CRM Server

CRM Middleware(m am part)

R/3 Adapter

Mobile Client Adapter

BW Adapter

GroupwareAdapter

CRM Adapter (validation

service)

CRM Application• CRM Interaction Center

• CRM Web Channel (Internet Sales)

• Maiketiny Planning and Campaign

Management

Business Objects• Products

• Business partners

• Business Transaction -

NetWeaver Application Server(SAP W eb Application Server)

Figure 141: CRM Server Architecture

The data exchange between the CRM Middleware and external systems is performed via adapters. The adapters map and convert data between various formats.

The CRM system supports the handling of CRM business objects such as business partners, activities, opportunities, products and product catalogs in several CRM functional areas such as CRM Web Channel, CRM Interaction Center, Telesales, and Campaign Management. The CRM Server applications exchange data with the CRM adapter via the CRM Middleware.

Business Documents (BDoc) are used for data exchange and data processing within a CRM system environment (business documents process and transfer business objects as a single unit). Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used for messaging between components such as SAP ECC and SAP CRM.

Id es;To p r a s e s * or transport business objects a s a s in g le unit

M obile Clients

*

Exchange customer: Smith

M iddleware Broker

ERP

1

M obile Clients Middleware Broker

ERP

BDoc “Smith"

Figure 142: Business Documents (BDocs): Motivation

4 « — mBDocM essaging BDoc Type-; „---

■ mBDoc types consist of two parts♦ Classical part - ' '

• Hierarchical segment structure

• Modeled with the BDoc Modeler

• Generated structure

• Contains data relevant for receiver determination

/1CRMG0/CRMW BUPA KEAD002

♦ Extension part "

• Com plex data type

. Modeled with DDIC (SE11)

• Contains the transaction data

- ► BUS El MAIN

Figure 143: BDocs: Messaging BDoc Types

A messaging BDoc consists of up to two parts:

1. Classical part

• This part is mandatory.• The classical part consists of a BDoc header and segments, which may

be arranged in a hierarchical fashion. The segments of the classical part are not mapped to database tables.

• This part is to be modeled with the development tool BDoc Modeler (Transaction SBDM).

• Only the classical part is used to determine the receivers of mBDoc messages.

2. Extension Part

• This part is optional.• The complex data type is modeled with the Data Repository Tools

(Transaction SE11, Data Dictionary).• The extension does only exist for messaging BDocs.• The extension part is used to hold delta or extract data intended to pass

into the CRM Server application (inbound case) or to send to remote systems (outbound case).

• The extension part cannot be used for receiver determination.

When replicating data (for example, from CRM to R/3), a messaging BDoc type is like an envelope, with data inside the envelope (Extension part) which CRM Middleware cannot access, and data on the envelope (classical part), which the CRM middleware can access. Each application uses different address information, so that, for example, sales orders can be routed according to the sales organization to different back-end systems. F

The advantage of using Business Documents (BDocs) as a data container for processing business objects that logically belong together (for example, all data about one order or one partner) and for transporting them in a single unit is that this avoids having to process or transport several individual table entries.

BDoc messages are used for data processing within the CRM system and for data replication in mobile clients.

A BDoc message (or just BDoc) contains modified fields only. These include new fields and deleted fields. The difference between a BDoc message and a BDoc instance is that there is only one BDoc instance for a business object but there can be multiple BDoc messages (with their own ID's) for one BDoc instance. However a BDoc instance is replicated to a mobile client using a BDoc message where all fields are filled.

CRM

CRM Data ContainermBDoc — Inbound

Adapter3 -

Data Container j

CRM-Application

ICRMDatabase]

Inbound Message Flow

ExternalSystem

Outbound-Interface

mBDoc

ExternalSystem

Inbound-

Data C on ta in er!- ► lnterface

Figure 144: Message Flow Overview

During a data exchange, the data enters the CRM Server through the appropriate queue. The data is validated through a validation service. The messaging layer uses messaging BDoc types for the data exchange with the CRM Server applications, ERP back end systems and external systems.

The administration console determines the recipients of the data. The appropriate adaptor services are called and sent to the outbound queue.

The CRM Middleware can apply simple intelligent replication to messaging BDoc types. A messaging BDoc type acts like an envelope: the CRM Middleware cannot access the data inside the envelope but can access data on the envelope. Each application uses different address information so that, for example, sales orders can be routed according to the sales organization.

Lesson Summary

You should now be able to:• Describe the main tasks of the CRM Middleware

Lesson: Data Exchange between SAP CRM and SAP

ERP

Lesson Overview

This lesson explains how data exchange between CRM and ERP is facilitated by CRM Middleware. It also covers administration of CRM Middleware.


• Explain and perform the data exchange between an SAP CRM and SAP ERP system

• Administrate the essential features of the data exchange

Business ExampleYou would like to get an understanding of data exchange processes between SAP CRM and SAP ERP.

Initial load and delta load controlled by

Object Management

CRM ERPSystem System

Delta load controlled by administration console

Figure 145: Data Exchange between ERP Back End and the CRM System

Initial loads from the ERP to CRM system are controlled by Object Management. You can use filter criteria to restrict the range of the data according to your requirements. Any filter criteria also apply to the delta data exchange.

To start the initial load, use transaction R3AS (SAP Menu —> Architecture and Technology —* Middleware —*■ Data Exchange —y Initial Load —*■ Start)

Any filter criteria that are changed later on must be checked very carefully as, in some circumstances, this can lead to inconsistencies in the data. See SAP Note 544001 for more information about this.

The distribution of data from CRM to other systems (including ERP) is controlled by the administration console.

SAP Menu —> Architecture and Technology —» Middleware Administration Console (transaction SMOEAC)

• Administration ■

<4

Customizing

Conditions

CRM

. Business partners

Products

Equipment

Sales Orders

Quotations\ J

ECC (R/3)

Accounting Documents

Billing Status\/

Figure 146: Back-End Integration: Supported Objects

Adapter objects can be exchanged between a source system and a target system, for example, between an SAP ERP system and the CRM Server. Examples are business partner master data, orders and product master data. Adapter objects are stored in table SMOFOBJECT. They are grouped as follows:

Business objects

Customizing objects

Condition objects

Which objects are loaded to which target systems depends on the business process and has been defined for each application. Generally, initial loads and delta loads can be performed from SAP ERP to SAP CRM and vice versa (and from SAP CRM to CDB in the case of mobile scenarios).

CRM Server ERP System

Singular data load from one system or database to anotherDue to dependency of objects, a specific sequence is necessary during the data load

■ Custom izing

■ Business Objects

■ Parent/child relationship between different objects

Figure 147: Object Management - Initial Load

You can load Customizing objects and business objects from the SAP back-end system to SAP CRM.

Customizing objects are usually loaded before business objects.

Occasionally, the sequence in which objects are loaded may be significant, for example when downloading customer material info records from SAP ERP. In such cases, you must load business partner information, material masters and plant information first before you begin to load customer material information.

To start the initial load, choose the following path: SAP Menu —* Architecture and Technology —> Middleware —> Data Exchange —* Initial Load —* Start.

ir criteria;

Business Objects

Name________ _AttributeBill of MaterialInteractionCustom er

Description______Classification: Attrib. Bill of Material Contact Person M aster

I Custom er M aster

Object filter settings

Filter settings_ T Inactive

О□ □

OP Low

KTOKD EQ i 0006

Figure 148: Object Management - Load Filtering (Initial/Delta)

The objects to be exchanged between CRM and SAP ERP systems can be filtered using filter criteria.

Filters for the initial load are also used for the delta load from the SAP R/3 system. For the initial load toward the SAP R/3 system, there is no filtering of the load objects.

Filter settings, which are stored in table SMOFFILTAB, refer to table fields. The filter for business objects are predefined (stored in table SMOFFILFLD) whereas filters for Customizing or condition objects can be set on existing fields.

Filter options allow the filtering of business objects at the source, at the target, or at both the source and the target for business objects. However, business data are usually filtered at the source. Customizing or condition objects can be filtered at the source only.

Saving a filter entry triggers the automatic transfer to the plug-in in SAP ERP.

The transaction to specify the filter criteria is found under the following path: Architecture and Technology —*■ Middleware —* Data Exchange —> Object Management —> Business Objects, Customizing Objects or Condition Objects.

3. J 0 : & © € > Q . . Vc 0 0 ® i

Start initial Load

<9 &

,о65й[ " T o a d Objee: г,йк_ Е Щ _ Ш Ш

j Dataflow " " ” ' " ' ' ™ “ j

I N am e of S o u ^ e Sile (Sender) Р28С1ЯТ23С j

| Destination Site (Receive!) CRS J S 5 .

Start■ S elect the objects to be loaded from the SAP ERP system o r from

the CRM database

■ Select the source and destination sites

■ S tart the initial load

Monitoring■ M onitor objects

■ Use the m onitoring cockpit

Figure 149: Starting and Monitoring the Initial Load

While there are no restrictions for repeating data transfers from SAP ERP to CRM, data transfers from CRM to the consolidated database follow a different logic. To avoid inconsistencies between the consolidated database and mobile application databases, a repeated initial data transfer from CRM to the consolidated database is prevented. If you are sure that no Mobile Clients have been supplied with data or that no data can be extracted again, then a repeated initial data transfer from CRM to the consolidated database can be carried out. To do this, you must change an entry in table SMOFINICUS (for more information, go to the SAP Library).

u

O '

The transaction used to monitor the initial load is under Architecture and Technology —* Middleware —> Data Exchange —> Initial Load —> Monitor Objects. If the initial load is not successful, read SAP Note 309734. This contains some useful hints on making a general error analysis.

You can also use the middleware portal or monitoring cockpit under Architecture and Technology —> Middleware —* Monitoring —> Central Monitoring —* Monitoring Cockpit.

Slar-lilse rep lica tion

No h iera rch ica l distribution network»

R eplica tion to s i t e s , not persons

Site E (Non-SAP- system)

S ite D (ECC back end)

Sites A-C (Mobile Clients)

Figure 150: Replication Administration - Administration Console

The replication takes place in a star-like formation from the CRM Server to the mobile clients (sites A, В and C), SAP ECC back end (site D) or non-SAP back end (site E).

There is no hierarchy in this system. The data is therefore stored in the CRM database and in the local client databases. No storage repository exists for regulating distribution.

Data is replicated to sites (local databases) and not to individual persons. A replication model defines the rules for how data is distributed. The replication model is created and administered in the administration console.

The main tasks performed with the administration console are:

Setting up and maintaining the replication, in other words, maintaining replication objects, publications and subscriptions

Managing mobile employee (users) and their passwords

Defining sites, the logical representation of data receivers within the CRM Middleware

Assigning employees to sites (for mobile client sites only)

Defining and administering organizational structures.

■ BDoc■ complex structure „

■ Replication Object■ Distribution method: Simple bulk

or intelligent

■ Potential criteria fields

Publication■ Logical grouping of criteria fields

SubscriptionConcrete values for criteria fields

Site A !r Site В ' ..............................

Site С

Figure 151: Replication Model

The above model describes simple intelligent replication - such as transfer of data to the mobile clients.

The BDoc Modeler can be called using the following path:

SAP Menu —> Architecture and Technology —> Middleware —*■ Development —> Meta Object Modeling —* BDoc Modeler

• Replication objects, publications and subscriptions can be administered using the administration console.

• There is a 1:1 relationship between the BDoc and the replication object.• There is a 1 :n relationship between the replication object and publication

(mBDoc).• There is a 1 :n relationship between the publication and subscription.

Exercise 31: Administration Console

Exercise ObjectivesAfter completing this exercise, you will be able to:• Make and reproduce certain settings in the administration console

Business ExampleThe settings in the administration console are instrumental in defining data distribution to other systems.

For this reason, you should make sure you are familiar with some administration console’s features.

Task:Familiarize yourself with the administration console. The administration console essentially specifies which data from the CRM system is to be distributed to other systems.

1. Start the administration console.

2. Display the details of an existing Site object.

a) Display the details for the R/3 site.

b) What is the RFC destination of the site and what is the logical system?

RFC Destination:__________________

Logical system:__________________

3. Take a closer look at the RFC destination and perform a test to find out which system is being addressed.

риф» Note: To display the RFC destination, use transaction SM59 (Configuration of RFC Connections).

Find the corresponding destination and test this by carrying out a remote login (test).

4. Examine the existing assigned subscription All Business Partners (MESG).

What is the assigned publication and replication object?

Are there criteria values assigned to the subscription?

Solution 31: Administration Console

Task:

Familiarize yourself with the administration console. The administration console essentially specifies which data from the CRM system is to be distributed to other systems.

1. Start the administration console.

a) SAP menu —> Architecture and Technology —»Middleware —>

Administration —> Administration Console

2. Display the details of an existing Site object.

a) Display the details for the R/3 site.

b) What is the RFC destination of the site and what is the logical system?

RFC Destination:__________________

Logical system:__________________

a) Display the details for the R/3 site

Choose Object Type Site and then Display object.

Double-click the R/3 entry under the R/3 node.

Choose Site Attributes.

b) The RFC destination is DII_800 and the logical system is T90CLNT090.

3. Take a closer look at the RFC destination and perform a test to find out which system is being addressed.

■»ф» Note: To display the RFC destination, use transaction SM59 (Configuration of RFC Connections).

Find the corresponding destination and test this by carrying out a remote login (test).

a) Call transaction SM59 and choose the ABAP connection DII_800.

Observe the Target Host on tab Technical Settings. It is the ERP system that you used during this course.

4. Examine the existing assigned subscription All Business Partners (MESG).

What is the assigned publication and replication object?


Г О Т л л о <P\ О Г И П C A D А Ш All rinhtc rocon/eH 2 0 0 9

Are there criteria values assigned to the subscription?

a) Double-click the entry All Business Partners (MESG) in the dialog structure on the left or R/3 in the site details (Subscriptions tab page).

b) What is the assigned publication and replication object?

If you called up the details of the subscription, choose the Publications tab page. The publication name is All Business Partners (MESG). The replication object is called BUPA_MAIN.

c) Are there criteria values assigned to the subscription?

No. The replication object is of type Simple bulk (msg). Criteria values cannot be assigend to publications/subscriptions.

Exercise 32: Object Managemement and Data Transfer from an ERP System

Exercise Objectives

After completing this exercise, you will be able to:• Make settings for the data exchange of business partners from the ERP

system to the CRM system

Business ExampleBefore carrying out the initial load, you need to perform some important preparatory tasks. These include defining suitable filter criteria for data transfers.

You familiarize yourself with object management so that you can define data transfers from the ERP system to the SAP CRM system more accurately.

Familiarize yourself with object management. In object management, you specifywhich data is to be transferred from the ERP system to the CRM system.

1. Take a look at the details for the CUSTOMERJMAIN business adapter object. Which Business Document (BDoc) is the adapter object linked to?

2. Do filter settings exist that restrict loading of ERP business partner data?

3. In the ERP system, create a new (customer) business partner for the account group Sold-to party R/3 —> CRM and check whether this is transferred successfully to the SAP CRM system.

i Hint: Choose the Title Company, a name ##Transfer and a postal address.

Use transaction VD01 or choose SAP Menu —*■ Logistics —*■ Sales and Distribution —> Master Data —* Business Partner —* Customer —> Create —* Sales and Distribution

Save the master record make a note of the number.

4. Is the business partner available in SAP CRM?

Perform an account search.

What number does the business partner have in the SAP CRM system?

Task

Solution 32: Object Managemement and Data Transfer from an ERP System

Task:Familiarize yourself with object management. In object management, you specify which data is to be transferred from the ERP system to the CRM system.

1. Take a look at the details for the CUSTOMER_MAIN business adapter object. Which Business Document (BDoc) is the adapter object linked to?

a) SAP menu —> Architecture and Technology —* Middleware —> DataExchange —* Object Management —> Business Objects

Select CUSTOMER_MAIN and choose Details ИЗ.

Linked BDoc: BUPA_MAIN.

2. Do filter settings exist that restrict loading of ERP business partner data?

a) Choose the R/3 source site on the Filter Settings tab page.

No filters have been maintained.

3. In the ERP system, create a new (customer) business partner for the account group Sold-to party R/3 —> CRM and check whether this is transferred successfully to the SAP CRM system.

Hint: Choose the Title Company, a name ##Transfer and a postal address.

Use transaction VD01 or choose SAP Menu —* Logistics —> Sales and Distribution —> Master Data —> Business Partner —> Customer —> Create —* Sales and Distribution



a) Use transaction VD01 or choose SAP Menu —» Logistics —>• Sales and Distribution —> Master Data —* Business Partner —> Customer —►

Create —» .SV/fes and Distribution

Account group: Sold-to party —> R/3 CRM

b) Choose ENTER

Title: Company

Name: ##Transfer

Country: US


Hint: Choose any kind of tax jurisdiction code (Address) from

4. Is the business partner available in SAP CRM?

Perform an account search.

What number does the business partner have in the SAP CRM system?

a) Choose Account Management —> Search —*■ Accounts

the list.

Namel /Last Name: ##Transfer

Choose Search.

The CRM account number equals the ERP customer number.

Lesson Summary

You should now be able to:• Explain and perform the data exchange between an SAP CRM and SAP

ERP system• Administrate the essential features of the data exchange

Lesson: Consistency and Monitoring of the Data

Exchange

Lesson Overview

This lesson addresses data consistency and monitoring in the CRM Middleware environment.


• Assess monitoring options for data exchange

Business ExampleYou would like to get on overview o f CRM Middleware monitoring options. Besides tools that allow to synchronize data you want to understand which monitoring options are available.

■ Synchronization of transactional data

Requests■ For data with no delta load capability

Figure 152: Data Consistency

In certain cases, you need tools to correct the data inconsistency.

Data Integrity Manager: for more information, see the figure below.

Requests: If you already know where the inconsistencies are you can use a request. The request loads selected data (business, customizing data and conditions) from an ERP back end to the CRM Database or vice versa. Note that the Request of objects from the CRM Database to an ERP back end is not supported for all objects. The transactions to define and start a request are R3AR2 and R3AR4, respectively

Functions at a glance■ Framework for comparing and re-synchronizing

databases

■ Comparison of business objects

Figure 153: Data Integrity Manager

With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objects across components within the SAP CRM system landscape.

The Data Integrity Manager compares data in different components and displays inconsistencies. The data comparisons are always carried out for the CRM database, the R/3 back-end database, the CRM database and the consolidated database.

For many objects, it is also possible to synchronize the data with the Data Integrity Manager.

There are two comparison types available in the Data Integrity Manager: header data comparison and detailed data comparison. A header data comparison checks whether object instance exist in both databases. A detailed data comparison compares all data of an object instance found in both databases.

A header data comparison is not possible for some objects. When this is the case, the detailed comparison is carried out.

See (composite) SAP Note 531217 “Data Integrity Manager (DIMa)” for more information.

♦ A t object instance level

♦ A t field level

ERP back end

■ Synchronization of busi♦ Loading Of m issing pi

♦ Synchronization o f object details

Non-SAP System Not standard, can be enhanced

C R 100_______________________________________L e s s o n : C o n s is te n c y an d M o n ito r in g o f th e D a ta E x c h a n g e

CRM Middleware Monitoring Cockpit

Display RFC inbound queues

CRM S e rv e rOutbound

queues

Display

BDocMessages

/

qRFC Application

' SAP ECC System

BDoc Flow

Display tRFC Requests

_ Adapter _ Inbound Framework queues

MW Trace Monitor objects

■..qRFC Outbound \ queues

Display RFC outbound queues

Figure 154: Monitoring Overview

The following list contains some useful CRM Middleware transactions.

SMWP (Monitoring Cockpit)SMWOO (Error Handler)SMW01 (Display BDoc Messages)SMW02 (BDoc Message Summary)SMQ1 (Outbound Queue Monitor)SMQ2 (Inbound Queue Monitor)SMQR (Queue-In Scheduler)SMQS (Queue-Out Scheduler)SMWT (Middleware Trace)R3AS (Start Initial Load)R3AC6 (Define Middleware Parameters)R3AR2 (Define Requests)R3AR3 (Monitor Requests)

R 3 A R 4 ( S t a r t R e q u e s t s )

SDIMA (Data Integrity Manager)

SBDM (BDoc Modeler)

The Display BDoc Messages function lists all BDoc messages (transaction SMW01). It displays the following:

The BDoc ID and BDoc type; the BDoc status; the flow context; the queue name; the date and time when the BDoc message was sent.

The flow trace; the data and error segment; the service in which the error occurred (last service reached); the recipient list.

BDoc succession in the case of a mobile scenario

Successfully processed messages appear with a green light, those still in process with a yellow light, and those with an unrecoverable error with a red light. If a message is in process and does not get processed within a reasonable amount of time, it is possible to restart the message, view the message content, or discard the message. A BDoc message can be flagged as deleted. (However, note that deleting BDoc messages can lead to data inconsistencies.) It is also possible to make a second attempt at processing.

You should delete successfully-processed BDoc messages at regular intervals. This is usually done using scheduled reorganization jobs.

B ata tran sfer frettit CRM to S S P s y s te m

■ Check BDoc messages including the middleware trace information

■ Check the outbound queue

■ Check table BDOC_TRACK in SAP ECC System

■ Check outbound queue of SAP ECC system

■ Check inbound queue of SAP CRM system

О

CRM ServerOutbound

queues ,

DeltaLoad

mBDoc

Inboundqueues

Statusinformation

ЕЯ5* SystemData Upload to

Application i

Outboundqueues

Оо

Figure 156: Hints for an Error Analysis

A possible error is that a business object is processed in a CRM Server application, but the change (delta load) is not transferred to the SAP R/3 system.

In case of errors or missing data updates in the target system, you can perform the following steps:

Check the displayed BDoc messages including the middleware trace information.

Check the outbound queue

Check the table BDOC_TRACK in the SAP ECC system (which shows information on the data handling of the ERP application).

Check outbound queue of SAP ECC system

Check inbound queue of SAP CRM system

In addition, you should check the RFC destination and the logical system assigned to your site (in the administration console), and the CRM Middleware parameter settings in the CRM system and the SAP ECC system (for example, CRMRFCPAR).

G

Exercise 33: Data Exchange and Troubleshooting

Exercise ObjectivesAfter completing this exercise, you will be able to:• Call a monitor that is important for data exchange• Process incorrect BDoc messages

Business ExampleIt is inevitable that BDoc messages will occasionally be processed with errors.You deliberately cause an incorrect data transfer for a business partner. You thensearch for the error and rectify it.

Task:In the following exercise you exchange business partner data between the ERP andSAP CRM systems and, in doing so, cause a deliberate error during data transfer.Using a suitable monitor, you perform an error analysis and rectify the problem.

1. In the SAP CRM system, open the business partner ##Stockmann in Change mode. For test purposes, use transaction BP in the SAP GUI to display the business partner.

2. In the ERP system, change the customer ##Stockmann by entering an additional region and saving the master record (for example).

3. Check that this change is displayed in the SAP CRM system. To do this, exit the business partner transaction and restart it.

4. Take a look at the BDoc message that was generated during this data exchange.

Note: Use transaction SMW01 or SAP Menu —> Architecture and Technology —» Middleware —* Monitoring —* Message Flow —> Display BDoc Messages

Select the *number of the business partner using the queue name, for example.

To do this, you need to display the additional selection options.

5. Take a look at the error message. Why does the message have the error status (Е04)?

6. Ensure that the business partner ##Stockmann is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again.

Solution 33: Data Exchange and Troubleshooting

Task:In the following exercise you exchange business partner data between the ERP and SAP CRM systems and, in doing so, cause a deliberate error during data transfer.Using a suitable monitor, you perform an error analysis and rectify the problem.

1. In the SAP CRM system, open the business partner ##Stockmann in Change mode. For test purposes, use transaction BP in the SAP GUI to display the business partner.

a) Search for the business partner using the locator.

Find: Business Partner ( j

By: Name

(Name 1): ##Stockmann

Open the business partner ##Stockmann and switch to change mode.

2. In the ERP system, change the customer ##Stockmann by entering an additional region and saving the master record (for example).

a) SAP menu —> Logistics —► Sales and Distribution —> Master Data —►

Business Partner —» Customer —> Change —> Sales and Distribution

Customer: Number of ##Stockmann

Choose ENTER.

Region: for example, 01

Save your data.

3. Check that this change is displayed in the SAP CRM system. To do this, exit the business partner transaction and restart it.

a) Use transaction BP.

The changes are not displayed.


4. Take a look at the BDoc message that was generated during this data exchange.

Note: Use transaction SMW01 or SAP Menu —* Architecture and Technology —> Middleware —> Monitoring —* Message Flow —* Display BDoc Messages

Select the *number of the business partner using the queue name, for example.

To do this, you need to display the additional selection options.

a) Select the *number of the business partner using the queue name, for example.

If several entries are listed, search for the correct entry using the send time and send date.

5. Take a look at the error message. Why does the message have the error status (Е04)?

a) Select the relevant entry (red traffic light) and choose BDoc Message Error / Recipient ( Щ&).

One of the messages indicates that the business partner is currently being processed.

6. Ensure that the business partner ##Stockmann is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again.

The message that follows is very important and in this case you can answer using Yes.

After reprocessing, the CRM business partner should contain the correct data and one region only.

Choose Expand additional selection options ).

Queue name: *Number of business partner

Choose Execute .

a) Select your entry and choose Reprocess BDoc Message ($£).

Lesson Summary

You should now be able to:• Assess monitoring options for data exchange

Unit SummaryYou should now be able to:• Describe the main tasks of the CRM Middleware• Explain and perform the data exchange between an SAP CRM and SAP

ERP system• Administrate the essential features of the data exchange• Assess monitoring options for data exchange

CRM WebClient Ul

Unit Overview


• Understand the CRM WebClient UI and its basic structure• Explain different options to adapt or configure the user interface

Unit Contents

Lesson: Overview of CRM WebClient U l.................................................... 438Exercise 34: Business Roles.................................................................. 451

Lesson: Overview of CRM WebClient Ul

Lesson OverviewThis lesson gives a brief overview of SAP CRM WebClient UI.


• Understand the CRM WebClient UI and its basic structure• Explain different options to adapt or configure the user interface

Business ExampleYou would like to get a basic understanding of the CRM WebClient UI and its configuration options.

Figure 157: CRM WebClient Ul - Application

The CRM WebClient UI is designed for business users in companies and provides a role-based workspace with easy navigation and user interfaces.

The SAP GUI is used only for administrative tasks.

The People-Centric UI (PC UI) is no longer supported.

Tools There are several tools that can be used to adjust the CRM WebClient Ul.

Examples of adjustments:■ Visibility o f navigation bar entries

■ Configuring assignment blocks/overview pages/work

■ Changing field labels■ Positioning fields in views■ Adjusting searches and result lists■ Adding external applications■ Removing/adding buttons■ Generating and displaying customer-specific fields

centers

on the user interface

Figure 158: Adjusting the CRM WebClient Ul

There are different levels of UI configuration possible. Simple layout changes can be done without any programming needs. Both standard Customizing and easy to use tools like the UI Configuration Tool can be used to adapt the UI.

For more complex UI changes the Component Enhancement Concept can be utilized.

The figure above gives an overview of the tools that can be used to adjust the CRM WebClient UI. Some of these tools are described in the following.

Interaction Center Agent

u

Figure 159: Business Roles

w

The standard SAP CRM system contains a number of predefined business roles for different CRM users. These business roles include:

• MARKETINGPRO (Marketing)• SALESPRO (Sales)• SERVICEPRO (Service)• ECO-MANAGER (Web Channel)• ANALYTICSPRO (Analyses)• CHM-CM / CHM-PM (Partner Channel Management)• IC-AGENT / IC-MANAGER / IC_SSC_AGENT (Interaction Center)• A number of other industry-specific or partially industry-specific roles

You can generate a portal role from your business role by creating an XML file of your business role, and importing this XML file to SAP NetWeaver Portal.

You generate an XML file of your business role in Customizing, by choosing SAP Customizing Implementation Guide —* Customer Relationship Management —» UI Framework —> Portal Integration —> Upload Business Role .

Business roles can be maintained in Customizing.

SAP Implementation Guide —* Customer Relationship Management —* UI Framework —* Business Roles —> Define Business Role

Business roles can also be maintained in the CRM WebClient UI.

□ Entire Company

- □ Marketing Team

j— '• H Position Marketing 1

! " " L ■ j j Sarah Hodder

■ГЦ Sales Team

a Position Sales 1

L Peter Fellows

— ! 3 Position Sales 2

L .J Brigitte Lerp

1. Choose the relevant organizational unit or position

2. Choose Goto -> Detailed Object -> Extended Object Description

3. Choose Create/Change/Display Business Role

Figure 160: Assignment of a Business Role

In the organizational model a business role is assigned to an organizational unit or to a position.

C R 1 0 0 ____________________________________________________________ L e s s o n : O v e rv ie w o f C R M W e b C lie n t U l

Employees or system users are assigned to positions.

You can edit the organizational model in the SAP GUI and the CRM WebClient UI.

For test purposes, user parameter CRM UI PROFILE can be used to assign a single business role directly to a user. Once this parameter is set, organizational assignments are no longer taken into account.

Figure 161: CRM WebClient Ul - Terminology

This figure above shows some of the important terms that are used in the CRM WebClient UI.

By means of a navigation bar profile, which can be defined in customizing, it is possible to define the “content” available for the users in the CRM WebClient UI. The navigation bar profile also contains information if a user is able to navigate forward, meaning from one UI application to the other, for example using standard hyperlinks.

Work centers, different link groups and logical links are the main building blocks of a navigation bar profile.

\ J c c f i h i C Q / Ш о 1<?

Customizing of navigation bars

О Define Proiile - Л ■;

•i*

! "

Customizing of business rolesD ia lo g Structure

^ 0 )D e f in p B u sin e ss Roles

\.. j

L ..;;..Ш A djust Direct LinksC 3 Define K e ^ o a r d Shortcuts C 3 A dju st Central Search Objects

Figure 162: Customizing Business Roles and Navigation Bars

The joint Customizing of business roles and navigation bars means that users are assigned only the role-specific entries, tasks, reports and information that are relevant to them.

The navigation bar profile is assigned to a business role.

All of the displayed links are part of the navigation bar profile. These links are partially grouped (reusability).

You can define work centers and links in a business role as inactive or hidden.

It is also possible to maintain business role customizing in the CRM WebClient UI. Therefore create a Navigation Bar Profile including the Work Center CT-ADMIN.

Link ID i SLS-ACT-CR

Category ^ jj

LinkWork centerLaunch transactionBI Report

• * -V •: !}•!:!;•

■ h JI t f "

- f t f l h rfV *4*

Figure 163: Logical Links

This figure above illustrates the four types of logical links.

Link: opens a CRM application such as the search or creation page.

Work center: opens a work center (for example, sales cycle (SALESPRO) or service order SERVICEPRQ))

Launch transaction: uses the transaction launcher to open an integrated external application. This type is used veiy often, for example when dealing with ERP integrated scenarios.

BI Report: opens a BI report page.

ia_ ’ <>*‘e « л ч в й г с г » : !SMiJl>«su>ess:parte)!a4l»»a «'Oaewf iflRHrnabtwabtiutcuslcnwr Oj»-u-*s ind OOcc»

" * .. S«sin®sseaVswrt J . S f o V e f aMTIOCH>L6«Ю02 . :

*’ * * . . ■■::■. ERP С«5ЦП*Г NUrflbSf--J ^ V ; '

• !;: Business csrtMfOUiQ ' '■ ' .

Figure 164: Adding External Applications - ITS

You can add external application to the CRM WebClient UI by using the transaction launcher and SAP Internet Transaction Server (ITS). These include:

• Web sites of your choice• Transactions in an ERP system• Administration transactions in the CRM system

See OSS notes 888931 and 990216 for the relevant ITS settings and the correct way of calling SAP GUI transactions with ITS.

Enhancement information

ШнвШети*»*-. [ЯШЙШ„ Field: Technical Information

Cc * ttn ?icae

15 -HSA-D. •jH£AS£Rv;

V'sesv •;

Айг&е:Configuration: Technical Information

far;-: ЩЩШу Rse Ksy {Fcand'i.

8?1Й5&Ш&ссзоа?Ре>ай8Isiasiteff

IHFAUUTh:.

Figure 165: Technical Information

Use function key F2 to display the technical information for the component, the view names and other details which are not all shown on the figure above.

Using specific personalization options, certain users can display special keys in the CRM WebClient UI. A user can use these keys to start the UI configuration directly.

Personalize —* Personalize settings'. Activate configuration mode.

PHint: Authorization object CRMCONFMOD controls whether users can activate the configuration mode.

Figure 166: The Component Workbench

Procedure for starting the UI configuration:

• To start the component workbench, choose SAP Implementation Guide —> Customer Relationship Management —> UI Framework —* UI Framework Definition —» Access UI Component Workbench (Transaction code BSP_WD_CMPWB).

• The access BSP WD screen is displayed.• Use the icon next to the component field to toggle the display of the

enhancement set field. An enhancement set is a parenthesis around several enhancements o f an application component.

• Choose Display.• The standard view of the structure for the chosen application component

is displayed.• Under the component structure browser, expand the nodes beneath Views.• Double-click the view you want to edit.• Choose Configuration.• The system displays the configuration o f the view.

Figure 167: The Ul Configuration Tool

You can call the UI configuration tool either via SAP GUI or via the CRM WebClient UI.

You can use the UI configuration tool to configure views and pages that are made up of different views. These include:

• Form views• Tables and hierarchies• Search pages• Overview pages• Start pages and work centers

Typical changes that can be carried out with the UI configuration tool include:

• Adding and removing fields• Changing the item o f fields• Adding headers• Editing field properties (for example, required entry fields)• Configuring search criteria• Configuring result lists• Displaying assignment blocks (direct, lazy)

Customizing: Creation of a role configuration key

Figure 168: Role Configuration Key

Customer-specific adjustments to the UI can be performed using a role configuration key.

The role configuration key is created in Customizing:

SAP Implementation Guide —> Customer Relationship Management —> UI Framework —» Technical Role Definition—*■ Define Role Configuration Key

Customizing: Assignment of role configuration key to business role

A role configuration key can be assigned to one or more business roles.

Figure 169: Creating Customer-Specific Configurations

Choose Copy Configuration to create a copy of the standard SAP configuration (for example).

Adjust your configuration according to your business requirements.

Save your configuration (transport requests are indicated).

View Configuration

Configurations I Create New Field j , Show Enhancements |

» Details................... Д = 1 И !

Field Label: NewField Check Table: Table

Search Relevant: Search Search Help: Search Help

Data Type: Numerical Mobije: 0

Length: 8 R/3 Adapter: И

Decimals: - B W Reporting: !7i

Status: CRM Reporting: Key figure

Generate Reuse In: No Reuse

Dropdown Listbox

Translation

Figure 170: Application Enhancement Tool

The Application Enhancement Tool (AET) has been introduced to enhance CRM applications. You can use the tool to search for enhancements, and to display, create, change, or delete enhancements.

The Application Enhancement Tool is integrated in the UI Configuration Tool.

Use the special icon to start the UI Configuration Tool first, to access the Application Enhancement Tool.

Optionally you can launch the Application Enhancement Tool via administrative links in the CRM WebClient. Therefore use Work Center CT-ADMIN.

Caution: The Component Workbench does not allow to launch the AET.

You can make new fields, created via the Application Enhancement Tool, available for the following systems or applications:

PHint: With EhPl for SAP CRM 7.0 the Application Enhancement Tool can now also be used to create table extensions or calculated fields.

Business Intelligence (BI) reportingCRM interactive reporting (as characteristic or key figure)R/3 Adapter CRM Mobile (Synchronized BDocs). For CRM Mobile, the enhancement has to use the Z namespace.

■ Existing views can be copied to the custom er namespace■ th e copy can be adjusted (for exam ple, new pushbuttons, events, Z tables)■ Exchange of the view (s) takes place fo r the runtime■ W izard support w ithin components workbench

Figure 171: Component Enhancements - Changing Views

The framework enhancement concept is based on component enhancements; in other words, it involves enhancements to the functions of the standard components, standard views and standard controllers that are provided by SAP.

The following are typical examples for component enhancements:

• You would like to remove a view from a view set, for example the main address and communication data from the contact details.

• You would like to change the appearance of the buttons of an overview page, for example you would like add or remove a button.

• You would like to add a context node to the model, for example to include fields from a customer specific table to the UI.

If you want to adjust standard SAP components according to your business requirements for example, first check whether you can use the UI configuration tool. If you want to make functional changes in a component, you must use the enhancement concept. You can also create your own components.

You use an enhancement set to merge several component enhancements.

For more information about the enhancement framework concept, see SAP Note 1122248.

Exercise 34: Business Roles

Exercise ObjectivesAfter completing this exercise, you will be able to:• Copy a business role• Make minor adjustments to a business role in Customizing• Make minor UI adjustments to an application

Business ExampleYou want to examine the business roles that structure the CRM WebClient UI and make minor adjustments to the user interfaces.

Task 1:Examine an existing business role from within the application.

1. How many “main entries” are available in the navigation bar of a user who is logged on with the business role Sales Professional (SALESPRO)?

2. How many second level entries are available in Account Management?

3. How many Quick Create entries are there in the lower area of the navigation bar?

Task 2:

Copy an existing business role in Customizing. Make a minor adjustment to this role then assign it to a position in organizational management.

1. Copy the existing business role SALESPRO with all dependent entries to Z##SALES (## Sales Professional) and use the PFCG role ID Z##_CRM_UIU_SLS_PROFESSIONAL.

2. Assign the business role that you have just created to the position ##Manager (Head of Trade Fair Dept. ##) within the IDES CRM Training Company.

3. Log on to the CRM WebClient again. What do you notice?

4. Adjust the new business role.

a) What is the work center ID of Account Management?

b) Deactivate the E-Mail Inbox work center.

c) Remove the In Menu indicator from the work center group link entry:


Work Center ID: SLS-ACCGroup ID: SLS-MD-SRLogical Link ID: MD-BPH-SR

Remove the Visible indicator from the direct link groups:

Group ID: SLS-CREATE

Logical Link ID: MKT-LEA-CR

Task 3:

Test your changed business role by logging on to the CRM WebClient UI again and selecting your business role.

1. Log on to the CRM WebClient UI and choose the new business role ## Sales Professional (Z##SALES).

a) Is the E-Mail Inbox entry displayed in the navigation bar?

b) Go the second navigation level for Account Management. What do you notice?

c) How many quick create entries are there in the lower area of the navigation bar?

Task 4:Adjust the UI for the Account application. You want to make customer-specific changes to the display of the Account Details (general data). Use the UI configuration tool to do this.

1. Determine the technical information for the Account (General Data) application. What is the component, the view and the role configuration key that is currently used?

Start the CRM WebClient UI with your business role, search for the account ##Stockmann, choose Edit and place the cursor on the Name 1 field (for example).

Function key F2 displays the required information.

2. In Customizing, create a role configuration key Z##RCK (## Configuration).

SAP Customizing Implementation Guide —» Customer Relationship Management —* UI Framework —* Technical Role Definition —* Define Role Configuration Key


3. Use the Access UI Component Workbench Customizing activity to start the UI configuration tool.

a) Display the corresponding component.

b) Go to the details of the corresponding view.

c) Choose the Configuration tab page

d) Switch to change mode and copy the Standard Default Configuration to the new role configuration key.

e) Make some UI changes by holding the ALT key and clicking a relevant field (for example).

You can usually:

- Change field labels

- Declare required entry fields

- Move fields

- Add new fields

- Change the sizes of field names

Save your changes.

4. Assign the role configuration key Z##RCK to the business role Z##SALES.

5. Restart the CRM WebClient UI and choose your business role. Change the account ##Stockmann and test your settings.







You can usually:



- Move fields

- Add new fields


Save your changes.









You can usually:



- Move fields

- Add new fields


Serve your changes.



Solution 34: Business Roles

Task 1:Examine an existing business role from within the application.

1. How many “main entries” are available in the navigation bar of a user who is logged on with the business role Sales Professional (SALESPRO)?

a) Log on to the CRM WebClient UI and choose the business role Sales Professional (SALESPRO).

b) There are twelve main entries (Home, Worklist,... and Dashboards).

2. How many second level entries are available in Account Management?

a) There are four entries (Accounts, Contacts, Account Hierarchies

3. How many Quick Create entries are there in the lower area of the navigation bar?

a) There are five entries (create Appointment, Interaction Log, Task, Contact and Quotation.

and Account Plans).

Hint: In the first exercise you were asked to remove three quick create links (Create E-Mail, Lead and Opportunity.


Task 2:

Copy an existing business role in Customizing. Make a minor adjustment to this role then assign it to a position in organizational management.

1. Copy the existing business role SALESPRO with all dependent entries to Z##SALES (## Sales Professional) and use the PFCG role ID Z##_CRM_UIU_SLS_PROFESSIONAL.

a) In Customizing, choose:

SAP Customizing Implementation Guide —» Customer Relationship Management —> UI Framework —> Business Roles —* Define Business Role

Select the SALESPRO entry.

Choose Copy As....

Business Role: Z##SALESDescription ## Sales Professional

PFCG Role ID: Z##_CRM_UIU_SLS_PROFES-SIONAL

Choose ENTER.

Confirm the next dialog box and save the data.


2. Assign the business role that you have just created to the position ##Manager(Head of Trade Fair Dept. ##) within the IDES CRM Training Company.

a) Log on to the CRM WebClient UI and choose the SALESPRO business role.


Choose Search —* Organizational Model.

Find by: Position

Description: ##Manager

Choose Search.

Navigate to the Details for position ##Manager.

Choose Edit in the details of the position.

Business Role: ##Sales Professional.

Choose Save

3. Log on to the CRM WebClient again. What do you notice?

a) The new entiy ## Sales Professional is displayed in the business role selection screen.

4. Adjust the new business role.




Hint: Optionally you can maintain the organizational model using IMG activity SAP Customizing Implementation Guide —> Customer Relationship Management —► UI Framework —* Business Roles —* Define Organizational Assignment

Work Center ID: SLS-ACC

Group ID: SLS-MD-SRLogical Link ID: MD-BPH-SR

Remove the Visible indicator from the direct link groups:



Logical Link ID: MKT-LEA-CR


SAP Customizing Implementation Guide —» Customer Relationship Management —> UI Framework —> Business Roles —> Define Business Role

Select the entry Z##SALES and double-click the Adjust Work Centers entry in the dialog structure on the left.

The work center ID is SLS-ACC.


Set the Inactive indicator for the SLS-EMAIL ID.


Choose Save.

Double-click Adjust Work Center Group Links.

Choose Position.

Work Center ID: SLS-ACC

Group ID: SLS-MD-SR

Logical Link ID: MD-BPH-SR

Remove the In Menu indicator.

d) Add the Visible indicator for two links within direct link group SLS-CREATE.

Double-click Adjust Direct Link Groups.

Choose Position.


Select SLS-CREATE and choose Adjust Direct Links.

Set the Visible indicator for SLS-APP-CR and SLS-QUT-CR.

Choose Save.


Task 3:

Test your changed business role by logging on to the CRM WebClient UI again and selecting your business role.

1. Log on to the CRM WebClient UI and choose the new business role ## Sales Professional (Z##SALES).





No, this entry is no longer displayed.


The search for Account Hierarchies is no longer displayed at the second level.


There are two entries available.

Task 4:Adjust the UI for the Account application. You want to make customer-specific changes to the display of the Account Details (general data). Use the UI configuration tool to do this.

1. Determine the technical information for the Account (General Data) application. What is the component, the view and the role configuration key that is currently used?

Start the CRM WebClient UI with your business role, search for the account ##Stockmann, choose Edit and place the cursor on the Name 1 field (for example).

Function key F2 displays the required information,

a) Component: BPJHEAD

View: BP_HEAD/AccountDetails

Role Configuration Key: ZTSALESPRO



SAP Customizing Implementation Guide —» Customer Relationship Management —> UI Framework —> Technical Role Definition —»■ Define Role Configuration Key


SAP Customizing Implementation Guide —> Customer Relationship Management —» UI Framework —* Technical Role Definition—* Define Role Configuration Key

Choose New Entries.

Role Config. Key: Z##RCK

Description: ##Configuration

Choose Save.







You can usually:



- Move fields

- Add new fields


Save your changes.

a) SAP Implementation Guide —» Customer Relationship Management —> UI Framework —> UI Framework Definition —»• Access UI Component Workbench

Display the corresponding component.

Component: BPHEAD



SAP Customizing Implementation Guide —* Customer Relationship Management —> UI Framework —* Technical Role Definition —* Define Role Configuration Key


SAP Customizing Implementation Guide —> Customer Relationship Management —» U I Framework —> Technical Role Definition—»

Define Role Configuration Key

Choose New Entries.

Role Config. Key: Z##RCK

Description: ##Configuration

Choose Save.







You can usually:



- Move fields

- Add new fields


Save your changes.

a) SAP Implementation Guide —> Customer Relationship Management

VI Framework -> VI Framework definition -> Access VI Component Workbench

D i s p l a y t h e c o r r e s p o n d i n g c o m p o n e n t .

C o m p o n e n t : BPHEAD


Choose Display.


Choose Hews —> BP_HEAD/AccountDetails.

Double-click this view.

c) Choose the Configuration tab page.

If necessary log on with your CRM user and password.

d) Choose Choose Configuration.

Double-click the first entiy in the list of available configurations to view the SAP standard default configuration for accounts of type “Organization”.

e) Switch to change mode and copy the configuration to the new role configuration key.

Choose Change .

Choose Copy Configuration.

Choose Yes.

Role Config. Key Z##RCK

Leave the other key fields unchanged.

Choose ENTER

f) Make some UI changes by holding the ALT key and clicking a relevant field (for example).

You can usually:

• Change field labels• Declare required entry fields• Move fields• Add new fields• Change the sizes of field names

Save your changes.



a) In Customizing, choose:

SAP Customizing Implementation Guide —> Customer Relationship Management —*■ UI Framework —* Business Roles —» Define Business Role

Select the Z##SALES entry.

Choose Details

Role Config. Key Z##RCK

Save


a) Choose Account Management —> Search —> Accounts

View the account details of ##Stockmann.

You should observe the layout changes you have performed using the UI Configuration Tool.

Hint: Edit the account details and use the F2 key to observe that the technical information included the new role configurationkey Z##RCK.

Lesson Summary

You should now be able to:• Understand the CRM WebClient UI and its basic structure• Explain different options to adapt or configure the user interface

Unit SummaryYou should now be able to:• Understand the CRM WebClient UI and its basic structure• Explain different options to adapt or configure the user interface

Course SummaryYou should now be able to:

• Gain a deeper knowledge of basic data in CRM as well as selected genericCRM functions

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A ccount C lassification, 50

A ccount Fact Sheet, 35

A ccount G roup, 61

A ccount H ierarch y, 55

A ccount L ife C ycle , 52

A ctio n M o n ito r, 304

A ctio n P ro file , 297

A ctions, 296

A ctiv ities , 233

A c tiv ity Journal, 241

A c tiv ity M anagem ent, 232

A dapter O bjects, 412

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A pp lica tion Enhancem ent

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A ppoin tm ent, 233

A ttrib u te (P roduct), 117

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B illin g , 372 B illin g D ocum ents, 375

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385

B illin g Item Categories, 381

B illin g Item C ategory

D eterm ination , 381

B illin g M ethods, 374

B illin g Types, 381

B illin g U n it, 380

B lo cking Reason (Transaction

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Business A c tiv ity , 233

Business A d d -In , 12

Business Partner, 27

Business P artner R elationship, 31

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C ondition Tables, 336

C ondition Types, 334

C ontact, 27

C opy Conditions, 160

C opying C ontro l, 160

C R M B illin g , 370

C R M M id d lew are , 4 , 404

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D ate M anagem ent, 205

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Dates, 204

АAccess Sequence (Partner),

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Access Sequences (P ric in g ),

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A ccount, 27

A ccount C lassification, 50

A ccount Fact Sheet, 35

A ccount G roup, 61

A ccount H ierarchy , 55

A ccount L ife C ycle , 52

A ctio n M o n ito r, 304

A ctio n P ro file , 297

A ctions, 296

A ctiv ities , 233

A c tiv ity Journal, 241

A c tiv ity M anagem ent, 232

A dapter Objects, 412

A dm in is tra tion Console, 412 ,

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A pp lica tio n Enhancem ent

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A ppoin tm ent, 233

A ttrib u te (P roduct), 117

ВBase H ierarch ies, 115

B D o c M essage, 408

B D o c Messages, 428

B D ocs, 406

B illin g , 372

B illin g D ocum ents, 375

B illin g E ngine Fram ew ork,

385

B illin g Item Categories, 381

B illin g Item C ategory


B illin g M ethods, 374

B illin g Types, 381

B illin g U n it, 380

B locking Reason (Transaction

Type), 156

Business A c tiv ity , 233

Business A d d -In , 12

Business Partner, 27

Business P artner R elationship , 31

Business P artner R ole , 30

Business R o le , 440

Business Transaction, 148


C ategory, 155

B uying C enter, 35

СC alendar, 242

C lient-B ased G roupw are

In tegration , 243

C om petitor Product, 111

C om ponent W orkbench, 446

C ondition M aintenance

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C ondition Records, 338

C ondition Tables, 336

C ondition Types, 334

C ontact, 27

C opy Conditions, 160

C opying C ontro l, 160

C R M B illin g , 370

C R M M id d lew are , 4 , 404

C ustom izing, 11

C ustom izing D ow n lo ad , 413

DD ata In teg rity M anager, 425

D ate M anagem ent, 205

D ate P ro file , 205

D ate R ules, 205

Dates, 204

D eterm ination Rules, 94

D urations, 205

EE -M a il, 233

E m ployee, 27

FF ilte r C riteria , 413

F o llo w -U p Transaction, 162

GG eneral C ondition

M aintenance, 342

G roup, 29

G rouping, 27

G roupw are A dapter, 244

IIncom pleteness Check, 208

Incom pleteness Procedure,

209In itia l Loads, 412

In teraction Lo g, 233

Invo ices, 371

IP C , 330

Item A ctions, 149

Item C ategory, 156

Item C ategory D eterm ination ,

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LLo g ica l L in ks , 443

MM arke tin g A ttributes, 49

M a te ria l M aster, 109

M o n ito rin g C ockp it, 415

NN av ig a tio n B ar, 442

N otes, 203

ОO bject M anagem ent, 411

O rganization , 29

O rganizational D ata


O rganizational M anagem ent,

78

O rganizational M o d e l, 78

O rganizational U n it, 81

PPartner D eterm ination , 265

Partner D eterm ination

Procedure, 271

Partner Function, 271

P artner Function C ategory,

270

Partner Processing, 264

Partners (in Transactions),

266

Person, 29

Post Processing Fram ew ork,

297

Postion, 82

P ricing, 330

P ric in g Procedure, 332

Processing Type (fo r Actions).

300

Product, 108

Product Categories, 118

Product R elationships, 111

Product Tem plates, 117

Product Types, 109

QQuestionnaires, 240

RRequests, 426R ole C onfiguration K ey , 448

sSales O ffice , 83

Sales O rganization, 83

S A P Business Address

Services, 33

Schedule Conditions, 298

Server-Based G roupw are In tegration , 244

Service Product, 109

Set Type, 115

Sites, 415

Sm art Form s, 300

Start C onditions, 298

Status P ro file , 207

Subsequent R eferencing, 163

Surveys, 241

System Status, 206

TTask, 233

Tax D eterm ination , 346

Tem plates (fo r Business

Partners), 34

T ex t D eterm ination

Procedure, 204

T ext Types, 204

Texts, 203

Transaction A n a lyzer, 161

Transaction H is to ry , 161

Transaction T ax E ngine, 346

Transaction Type, 155

uU I C onfiguration Tool, 447

U ser Status, 206

wW arranty, 110

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