CR100_EN_400_Col42_FV_190405 (551 pag)

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  • SAP AG CR100 Preface-1

    SAP AG 2004

    CR100 CRM Base CustomizingFS310 Inkasso/Exkasso

    THE BEST-RUN BUSINESSES RUN SAP

    SAP AG 2004

    CR100CRM Base Customizing

    SAP R/3, SAP CRM 4.0 (BBP release) 2004/Q2 Material number: 50068200

  • SAP AG CR100 Preface-2

    SAP AG 2004

    Copyright 2004 SAP AG. All rights reserved.

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

    Copyright

    Trademarks: Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries,

    zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

    Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix

    Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute

    of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, and other SAP products and services mentioned herein as well as their respective logos are

    trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

    These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

  • SAP AG CR100 Preface-3

    SAP AG 2004

    Prerequisites

    Prerequisites: SAPCRM

    Recommended: Study of the mySAP CRM learning map, "mySAP CRM Solution

    Overview": SAP eBooks (narrated unit slides), SAPTutorials(interactive screencams), and the links to the documentation

    Study of learning maps for SAP CRM 3.1 and SAP CRM 4.0 for better knowledge of functions

    Note: Customers and partners can access the mySAP CRM learning maps on the Service Marketplace at service.sap.com/okp. OKP stands for SAP Knowledge Products.

  • SAP AG CR100 Preface-4

    SAP AG 2004

    Target Groups and Duration

    Target Groups: SAP R/3 customers and potential SAP customers planning

    an implementation of mySAP CRM Customers and consultants who need to get detailed

    knowledge about the base customizing in SAP CRM 4.0 Those who want to learn the fundamentals of SAP CRM 4.0

    and its key capabilities

    Duration: 5 days

  • SAP AG CR100 Preface-5

    SAP AG 2004

    Course Outline

    11. Billing

    12. CRM Middleware

    13. SAP Solution Manager

    14. People-Centric CRM

    Appendix

    Units1. Overview of CRM Server

    Technology and User Interfaces

    2. Business Partner

    3. Organizational Management

    4. Territory Management

    5. Product Master

    6. Transactional Processing

    7. Activity Management

    8. Partner Processing

    9. Pricing

    10. Actions

  • SAP AG CR100 1-1

    SAP AG 2004

    Overview of CRM Server Technology and User Interfaces: Course Outline

    11. Billing

    12. CRM Middleware

    13. SAP Solution Manager

    14. People-Centric CRM

    Appendix

    Units1. Overview of CRM Server

    Technology and User Interfaces

    2. Business Partner

    3. Organizational Management

    4. Territory Management

    5. Product Master

    6. Transactional Processing

    7. Activity Management

    8. Partner Processing

    9. Pricing

    10. Actions

  • SAP AG CR100 1-2

    SAP AG 2004

    Overview of CRM Server Technology and User Interfaces

    mySAP CRM Architecture Overview

    Review of Key CRM Capabilities

    User Interface Concepts for CRM

    Data Maintenance

  • SAP AG CR100 1-3

    SAP AG 2004

    Overview of CRM Server Technology and User Interfaces: Unit Objectives

    At the conclusion of this unit, you will be able to: Describe the various components of the mySAP CRM architecture Describe the CRM server technology Define CRM middleware Describe the different user interface options Explain data maintenance with the different user interfaces

  • SAP AG CR100 1-4

    SAP AG 2004

    Your enterprise has selected mySAP CRM as its customer relationship management solution. Therefore, you want to become familiar with the key capabilities mySAP CRM offers. In addition, you want to learn about mySAP CRM architecture and find out what different user interfaces are available.

    Overview of CRM Server Technology and User Interfaces: Business Scenario

  • SAP AG CR100 1-5

    SAP AG 2004

    Customer-Centric E-Business with mySAP CRM

    The Solution is CompleteRich Functionality and Supporting Capabilities

    Todays complex customer problems require a deployable customer relationship management (CRM) solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organizations customers.

    mySAP CRM combines extensive functional capabilities in the core areas of marketing, sales and service with award-winning analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers.

    All this functionality enables the closed-loop interaction cycle underlying mySAP CRMs unique value propositions.

    mySAP CRM is built on an open, reliable, secure and scalable technology platform. The comprehensive range of services offered by SAP help to ensure quick implementation of mySAP

    CRM and support the ongoing optimization of the solution environment.

  • SAP AG CR100 1-6

    SAP AG 2004

    Mobile Clients

    InternetAs

    logical box

    SAP R/3

    SAPBW

    SAPEnterprise

    Portal

    SD

    Telephony, e-mail

    CRM System

    mySAP CRM Architectural Concept

    Handheld devices

    SAP APO

    mySAP Customer Relationship Management (my SAP CRM), which is part of the mySAP Business Suite, includes a central CRM server, which provides access to the system via various channels, and connection to other systems. The following capabilities are supported in mySAP CRM:

    y Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to contact sales or service representatives.

    y Internet access: Users can configure and order products or services using the Internet components of mySAP CRM.

    y Mobile clients and handheld devices: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server.

    The mySAP CRM solution offers the following fully integrated connections: y The SAP CRM system as a central CRM server with its application components y SAP R/3 as a back-end system with proven ERP functions y The SAP BW system as a data warehouse solution with comprehensive statistical and analytical

    possibilities

    y The SAP APO system as a global Available-to-Promise (ATP) check and demand planning solution y The SAP Enterprise Portal as a tool that provides integrated access to all systems

  • SAP AG CR100 1-7

    SAP AG 2004

    SAP CRM and Other SAP Systems

    Plug-InR/3 Adapter

    SAP R/3

    CRM Middleware

    BW Adapter

    CRM Enterprise

    SAP APOSAP BW

    SAP CRM

    Data is exchanged between the CRM system and a connected OLTP R/3 system (release 3.1I and later) primarily via the CRM middleware. A plug-in installed on the OLTP R/3 system acts as a counterpart to the R/3 adapter, supporting the communication of data between the two systems. The data exchange includes an initial transfer of customizing, master and transactional data to the CRM system, as well as delta data in both directions.

    Sales orders are entered in the Internet Sales application component, Interaction Center, Mobile Client or the CRM server. To confirm whether the requested items can be delivered on time, you need to carry out the Available-to-Promise (ATP) check. The SAP Advanced Planner and Optimizer (SAP APO) performs these functions. SAP APO is used in mySAP Supply Chain Management and can be integrated seamlessly with the mySAP CRM solution.

    The SAP Business Information Warehouse (SAP BW) is used as a data source for part of the mySAP