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Transcript of CR800 Internet Sales
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CR800 CRM E-
Commerce (E-Selling, E-Service)
FS310 Inkasso/Exkasso
THE BEST RUN BUSINESSES RUN SAP
© SAP AG 2006
CR800
CRM E-Commerce
mySAP CRM / BBPCRM 500 2006/Q2
50079171
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Some software products marketed by SAP AG and its distributors contain proprietary software components of other softwarevendors.
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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 beliable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are thosethat 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 200 4
Copyright 2006 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted inany form or for any purpose without the express permission of SAP AG. The information contained herein may be changedwithout prior notice.
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Prerequisites
Prerequisites:
CR100 CRM Base Customizing
R
ecommended:
You may deepen your knowledge of SAP CRM 5.0 E-Commerce
functionalities by studying the respective mySAP CRM Learning
Maps
CR700 CRM Service
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Target Group – Duration
Target Groups:
Employees of companies involved in implementingmySAP CRM E-Commerce (E-Selling and E-Service)*
E-Commerce consultants
Duration:
Three days
* This course does not cover the specific characteristics of the ISA
(SAP R/3 Edition).
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Course Objectives
This Course will enable you to:
Customize the mySAP CRM E-Commerce (E-Selling and E-Service)scenarios
Outline the different features of the B2C and B2B Web shops
Customize the E-Commerce specific aspects of the Customer
Relationship Management (CRM) system.
Create and maintain your own catalog as well as your own Web shop
Enhance the Web shop with additional features such as Upselling,
Accessories, Product Recommendations, Contract Negotiation,
Request for Quotation, Batches, and so on
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Content
8. E-Service
9. E-Analytics
Appendix
Units1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
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Main Business Scenario
You work for IDES, Inc. IDES, Inc. is a manufacturer of
Hardware and Software and uses SAP's ECC system in
sales and distribution.
IDES, Inc. purchased the CRM E-Commerce solution as a
platform for selling its products on the World Wide Web.
Since the company deals with both business partners and
consumers, IDES, Inc. is going to set up a B2B shop and a
B2C shop offering different ranges of products.
You and your implementation team are responsible for
designing and implementing mySAP CRM E-Commerce.
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SAP AG 2004
Foundation and Architecture
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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© SAP AG CR800 1-2
SAP AG 2004
Foundation and Architecture
E-Commerce within mySAP CRM
E-Selling Shops (B2B and B2C)
E-Commerce within SAP Solution
Manager
E-Selling Architecture
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SAP AG 2004
Foundation and Architecture: Unit Objectives
At the conclusion of this unit, you will be able to:
Describe features and advantages of the SAP CRM
E-Commerce solution
Explain how SAP CRM E-Commerce is integrated in SAP Solution
Manager
Describe the main components of the architecture
Understand the usage of a Web shop within Channel
Management
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Foundation and Architecture I
E-Commerce within SAP CRM
Delivered E-Selling Shops B2B and B2C)
E-Commerce within the Solution
Manager
E-Selling Architecture
The mySAP CRM E-Selling solutions provide:
• A complete solution that supports both B2B and B2C relationships. SAP provides templates that
companies can tailor to meet their specific business needs. These include B2B, B2C, as well as
direct and indirect selling scenarios.
• A personalized buying experience for customers so that sales, service, interactions, and information
are tailored specifically to the need to of each customer. Personalization of content, products,
prices, and interactions allow customers to receive a more relevant and effective interaction,
resulting in increased customer satisfaction and higher close rates.
• Convenient, easy-to-use, interactive selling and service. Customers have 24x7 access to all of the
information and processes that they need to purchase products and services and perform self-
service from your company. Customers have anytime access to product information, pricing, order,
and account status, and service history, as well as the ability to configure complex products or
engage in guided selling activities to help them select the best fit solution for their business needs.
If the information these customers need is not available online, they can immediately contact a
customer service representative, online, to resolve their questions through e-mail, call-backrequests, chat, and co-browsing.
• End-to-End processes that are fully-integrated from pre-sales to sales to fulfillment, to invoicing
and receivables, through post-sales services.
• In addition, mySAP CRM E-Selling enables you to extend your processes across your demand
network to incorporate partners into your E-Commerce strategy.
• Ultimately reduce your overall cost of sales with lower cost per sales transaction, reduced errors
and need for technical support, reduced human interaction for each sale, and lower number of calls
to your call center.
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E-Selling
E-Marketing
E-Service
E-Analytics
mySAP CRM E-Commerce
mySAP CRM E-Commerce:B2B shop
B2C shop
Best sellers
Internet Customer Self Service
Encompassing sales, service, and marketing interactions,
as well as analytical methods
E-Commerce
mySAP CRM provides an E-Commerce platform that enables companies to turn the Internet into a
profitable sales and interaction channel for both business customers and consumers. The E-Commerce
applications extend across the enterprise, encompassing sales, service, and marketing interactions, as
well as analytical methods. E-Selling
This key area provides comprehensive capabilities for selling products and services via the Internet,
while creating a new, strategic sales channel. Organizations can provide customers with personalized,
interactive, and easy-to-use sales and self-services via the Web, and streamline sales and fulfillment
operations to enable an end-to-end order-to-cash process. Companies can support business-to-business
or business-to-consumer selling scenarios, while significantly reducing their cost of sales.
E-Service
Within a Web environment customers can take advantage of services such as:Knowledge management, which includes product-specific FAQs, advanced search capabilities, and
integrated knowledge bases
Self-help services, which enable users to manage their accounts, installed bases, registered products,
service requests, complaints and returns, as well as view their contract and warranty entitlementsLive Web collaboration, a tool which lets customers communicate with a service representative via e-
mail, Internet telephony, chat sessions, or collaborative sessions
E-Analytics
This scenario enables you to record system information and customer behavior from SAP Customer Relationship Management (SAP CRM). The recorded data can then be analyzed by the SAP Business
Information Warehouse (SAP BW). E-Analytics in E-Commerce incorporates both the analysis of
technical aspects regarding the availability and performance of Web servers and Web pages, and the
examination of customer behavior on individual Web pages.
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mySAP CRM E-Commerce – Deployment Modes
E-Commerce with SAP CRM
E-Commerce with SAP ECC
E-Commerce within a Portal
mySAP CRM E-Commerce mySAP CRM Channel Management
E-Commerce with Channel Partners
CollaborativeShowroom
Partner Portal
With mySAP CRM Channel Management SAP delivers a fourth interaction channel between your
company and the customer in addition to your Sales force (Field), your call center (Interaction Center)
and your Web shop (E-Commerce) for example. The focus of Channel Management is the indirect salesachieved with the help of the partners of your company.
E-Commerce with SAP R/3 (SAP Internet Sales R/3 Edition) enables companies to turn the Internet
into a profitable sales channel – without a CRM deployment (just using sales data and order management
from SAP R/3 SD).
Enhancements through E-Commerce with SAP CRM by an upgrade from E-Commerce with SAP R/3
include:
Marketing and personalization (including cross/up selling, related accessories, bestseller-list)
Rule based ATP check using APO
Super User Concept
Call-off from contracts
Guided Selling
E-Service (Internet Customer Self Service)
Live customer support (Live Web Collaboration)
E-Commerce within a Portal: See next slide
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SAP ECC
The SAP E-Selling Solutions
FI
SD
LESSAP CRM E-Commerce
B u s i n e s s P a r t n e r ,
M a t e r i a l M a s t e r
S a l e s ( O r d e r )
S a l e s O r d e r P
r o d u c t C a
t a l o g
SAP CRM
Product
Product CatalogBusiness Partner
Sales (Order)
SAP ISA R/3 Edition
SAP's solutions for selling products over the Internet are SAP CRM E-Commerce and SAP Internet Sales
R/3 Edition:
SAP CRM E-Commerce
Integral component of the SAP CRM system
The Internet is considered to be a strategic sales channel
Enhanced system architecture
Larger range of functions (One-to-One Marketing, Guided Selling, advanced catalog maintenance,catalog export functionality)
SAP Internet Sales R/3 Edition:
The customer works productively with the SAP R/3 system and wants to establish an additional sales
channel using the Internet
This channel can be set up very quickly using the SAP ISA R/3 Edition
Available for all SAP R/3 systems (as of release 4.0)
Administration of majority of data in SAP R/3
System architecture can be enhanced if required
If you upgrade from Internet Sales R/3 Edition to SAP CRM E-Commerce, no new Web layout is
required. The same JSP files can also be used by SAP E-Commerce. The majority of the required effort
is in the installation and Customizing of the CRM server.
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Customer Portal: E-Commerce within a Portal
Web shop
E-Service
Billing(Biller direct)
E-Analytics
The Customer Portal provides a single point of access to
E-Selling, E-Service, and Online Support and Self-Services
Customer Portal features:
Direct access to sales and service applications
Single sign-on
Full contact history of sales and service activities
Personal product recommendations
News and information pushed to customers
Service Center & Dealer locator (partner locator)
Online billing and payment
Personalization features
Access to live support
Administrative self-services
Billing: You can integrate mySAP FSCM – Biller Direct to your customer portal to enable online
billing and payment (additional licensing of mySAP FSCM– Biller Direct is required). User
Management for applications like the Web shop and Biller Direct will we based on the User
Management Engine (UME) of the portal to enable single-sign-on access.
As an alternative, Biller Direct can also be used with the Web shop without the portal (if you call Biller
Direct from the Web shop, the Web shop needs to create a SS02 Ticket, which in turn needs to be
accepted by Biller Direct).
Benefits: Usage of Biller Direct from the Web shop:
Web based billing and payment for available as self-service for customers
Maintenance of master data (like additional credit cards or bank accounts)
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Accessing a solutions database
Frequently asked questions
Creating and updating service requests
Complaint handling
Maintaining installed base components
Searching for service contracts
Example Customer Portal: The Workset “Services”
The Workset Services gives the portal user access to the E-Service
functionality of mySAP CRM. Service functions include self-service
activities such as:
E-Service will be discussed in detail later.
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Channel Management: E-Commerce with Channel Partners
Collaborative Showroom
Joint Web shop offering of
the brand owner and his
channel partners to
customers
Partner Portal
Brand owners provide
partners with self-service
capabilities, as well as
relevant information andcontent, critical business
transactions, and powerful
analytics.
Incorporate partners in your E-Commerce strategy and
enable collaborative selling across organizational
boundaries
Channel
Manager
Customer
Channel
Partner
The goal of CRM Channel Management is to increase profitability in the indirect sales channel.
E-Selling is multi-dimensional:
Customers interact with the partners of the manufacturer and use Web shop or Customer Portal
Partners interact with the manufacturer and the customer, and use the Partner Portal
Employees in the manufacturer's company interact with partners and use the Channel Manager Portal
Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and
marketing of products and services. Customers have a single point of access to browse and purchasefrom across the entire partner network.
Partner Portal – Companies can use this portal to inform their partners about new products, distribute
collateral and documentation, convey company news, offer training courses, and announce upcoming
promotions. It supports key processes that companies undertake with partners, including lead
management, the creation and tracking of sales and purchase orders, collateral procurement, and
analytics.
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Channel Management Example: Lead Management
Manufacturer Partner Customer
Lead Customer Visit / Call
Partner Orders Order-on-Behalf (of Customer)
Delivery to Customer
Billing Document
Commission Information
Purpose of Lead Management with Channel Partners: Distribution of new leads to the partner with the
skills and expertise to best meet the customer’s needs.
You can use this business scenario to automate your initial pre-sales process by streamlining the capture,distribution, qualification, and analysis of leads in the channel management context. This frees up your
sales department to focus on the most valuable prospects. With the help of leads you can provide a
streamlined link between marketing and sales so as to accelerate the process between first interest and
sales.
In this scenario, leads are created with relevant contextual information either by the brand owner or the
channel partner. If created by the brand owner, they are routed to the appropriate partners. After the
partner accepts the lead, the partner contacts the related customer and further qualifies the lead. Based on
the on the response from the customer, the partner updates the lead status and converts it to an order-on-
behalf, if required. At the end of this process, the channel manager updates the lead metrics to optimize
future lead routings.
This scenario also facilitates various roles, such as Lead Manager, Channel Manager, Partner Manager,and Partner Employee. Your interaction center agents or sales representatives can also use this feature
Partner Orders/Order-on-Behalf: Within the partner portal the partner can either:
Create a Partner Order via the Partner Shop
Create an Order-on-Behalf via the Customer Shop
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© SAP AG CR800 1-12
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Foundation and Architecture II
E-Commerce within mySAP CRM
Delivered E-Selling Shops (B2B and B2C)
E-Commerce within the Solution
Manager
E-Selling Architecture
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Business-to-Consumer Scenario: Example
A customer (consumer)
browses in the personalized
Web shop and searches for a
specific product. She is also
interested in the product
proposals.
She adds two products to
her shopping basket,
checks for accessories, and
views the suggested cross-and up-selling products.
An availability check forher selected products is
performed to confirm the
requested delivery date.
The customer changes the deliveryaddress, selects payment via credit
card, and orders.
The order is automatically
transferred to the backend system.
One day later the
customer checks
the order status.
B2C Web shop
Consumer
Features of the B2C Shop:
Registration as consumer
Product recommendations
Quick search in product catalog
Compare products
Product configuration
Price information
Save data and call up shopping basket
Delivery addresses can be changed (at header level)
Several payment methods are supported (invoice, cash on delivery, credit card)
Delivery type can be chosen
Text attachment can be added to the order
Order confirmation
Search through orders
Check status
Catalog and Order Mgmt. B2B for Occasional Users: Within this scenario it is possible to use a B2C
shop not with a consumer but a customer (enabling a customer to use a B2C shop). Set up: Maintain
XCM scenario b2boccasionalcrm.
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Business-to-Business Scenario: Example
A business partner for an
organization logs on to the
personalized Web shop. His
specific catalog view isdisplayed.
Back in the catalog he searches
for additional products, checks thesuggested cross- and up-selling
products and adds some of them
to the order.
He realizes that one of the
products is part of a
contract. After viewing the
contract details, he adds
this product to the order.
An availability check
is performed to
confirm the requested
delivery date.
He changes the delivery
address for specific lineitems and orders.
The order is automatically
transferred to the backend
system.
He knows the material
number of some items and
adds them to his shopping
basket by entering these
numbers directly.
One day later the
customer checks
the order status.B2B Web shop
Consumer
Features of the B2B Web shop:
Personalized views
Product recommendations
Customer-specific pricing in Web catalog and basket
Quick search in product catalog
Compare products
Quick order entry
Product configuration
Online availability check in catalog
Order templates
Save data and call up shopping basket
Delivery addresses, type, and date can be set on item and header lever
Payment based on general terms and conditions in master data for the corresponding business partner
Text attachment for order and/or item
Order confirmation Display of quotations, orders, order templates, contracts, invoices, credit memos, and down payments
Check status (open, completed, partially delivered, cancelled)
Change order (depending on fulfillment status)
Request for quotation
Contracts and contract negotiation
Price analysis in basket
Batches in basket
Live Web collaboration
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Foundation and Architecture III
E-Commerce within mySAP CRM
Delivered E-Selling Shops (B2B and B2C)
E-Commerce within the Solution
Manager
E-Selling Architecture
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E-Commerce within the Solution Manager
Configuration Structures mySAP CRM 5.0
Basic Settings for E-Commerce
Special Settings for ISA (R/3 Edition)
Special Settings for E-Service
Special Settings for E-Selling
Scenarios
E-Commerce
Catalog and Order Mgmt…
E-Commerce specific content:
Configuration content for E-Commerce can be found within the SAP Solution Manager. Within the SAP
Solution Manager you can generate your own installation guide specific to the chosen scenario.
Under Configuration Structures you find basic settings (for example, E-Service) that you need to applyregardless of the chosen E-Service scenario.
Under Scenarios you find all scenario-specific configuration.
Please keep in mind that for E-Commerce you have to apply the basic settings for mySAP CRM and
Sales.
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Scenarios (E-Commerce) within the Solution Manager
Catalog and Order Mgmt…
In B2B in E-Commerce
In B2C in E-Commerce
In B2B for Occasional Users
With External Catalog Integration
With One-Step Business
Contract Management
Interactive Selling and Configuration
Live Web Collaboration
Shop Management
Web Auctions
Catalog and Order Mgmt…
In B2B in E-Commerce
In B2C in E-Commerce
In B2B for Occasional Users
With External Catalog Integration
With One-Step Business
Contract Management
Interactive Selling and Configuration
Live Web Collaboration
Shop Management
Web Auctions
E-Selling
Complaints and Returns Management
Service Request Management
Solution Search
Complaints and Returns Management
Service Request Management
Solution Search
E-Service
E-Commerce scenarios based on ISA (R/3 Edition) not listed
E-Commerce scenarios:
Catalog and Order Management in E-Commerce: Provides a centralized product catalog and enables
Web customers to receive quotations or place orders for products and services. This scenario is delivered
with a selection of scenario variants, each differing in specific processes.
Contract Management: Enables you to create long-term agreements that contain information about prices and products for customers or group of customers.
Interactive Selling and Configuration: Provides customers with a rich online shopping experience that
helps them choose the products and services that best meet their business needs. Multimedia content,
guided selling, configuration advice, and real-time pricing empowers customers with all of the
information that they need to make an online purchasing decision without human intervention.
Live Web Collaboration: Assists customers who have queries or encounter problems while using the
Web shop (integration with the CRM Interaction Center).
Shop Management: As a Web shop manager, you can use this business scenario to create, view, change
or delete Web shops.
Web Auctions: Selling via e-Bay. Not listed on the slide are the following E-Commerce scenarios based on ISA (R/3 Edition):
Catalog and Order Mgmt. B2B for Internal Users in ISA (R/3 Edition)
Catalog and Order Mgmt. B2B ISA (R/3 Edition)
Catalog and Order Mgmt. B2C ISA (R/3 Edition)
Catalog and Order Mgmt. B2B for Occasional Users in ISA (R/3 Edition)
Catalog and Order Mgmt. with External Catalog in ISA (R/3 Edition)
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Foundation and Architecture IV
E-Commerce within mySAP CRM
Delivered E-Selling Shops B2B and B2C)
E-Commerce within the Solution
Manager
E-Selling Architecture
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Business ExecutionBusiness Execution
SAP Internet Sales Architecture
Business ServiceBusiness Service Internet
Interaction/Presentation
Internet
Interaction/Presentation
Internet
Browser
SAP Internet
Pricingand
Configurator
(IPC)
SAP Internet
Pricingand
Configurator
(IPC)
Search
Engine (TREX)
Search
Engine (TREX)
Web
Server
Web
Server
SAP
J2EE
Engine
SAP
J2EE
Engine
• not required for SAP Internet Sales (R/3 Edition)
SAP R/3 System
P l u gI n
P l u gI n
Non SAP R/3
System
A d a p t or
A d a p t or
Business
Information
Warehouse
(BW) *
mySAP CRM *
Product Master
Product Catalog
Order
Business Partner
Marketing
…
Advanced
Planner
andOptimizer
(APO) *
Mi d d l ew ar e
Mi d d l ew ar e J
av a C onn e c t or
J av a C onn e c t or
The following components are required for SAP Internet Sales:
CRM Server, IPC, Index Server and SAP J2EE Engine, Browser
TREX = Index Management Service (IMS) system consisting of two parts:
IMS base component
- Realized in ABAP system (CRM base component)
- Creating, deleting, indexing, and updating of indexes
IMS search server: Trex (formerly called DrFuzzy)
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SAP AG 2004
SAP Internet Sales: Efficient Load Distribution
Front Office Service
20%
Backend
Execution
4-5%
Web Platform
75%
CRMSAP R/3
.
.
.IPC
Index (IMS)
CatalogConditions
Configuration
Knowledge
Quotation/availability check
Personalization
Order
Front Office Service
20%
Execution
4-5%
Web Platform
75%
Front End
The user interaction in Web stores generates a typical workload
Order
Picking,packaging,shipping
Browse through catalog
Search
Configure and price
Choose
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J2EE Application Server consists of:
Web Container
(
server-side presentation)
EJB (Enterprise Java Beans) Container (
Server-Side Business Logic - not used for Internet Sales,
therefore CRM business logic is used)
J2EE based services used by Web Container and EJB Container
( e.g. security, naming)
J2EE Application Server
Web Container
ServletsServletsServlet
JSP
Services
EJB Container
EJB
EJB
EJB
What is a J2EE Application Server?
.JSP/Struts enabled WebShop
• Business logic and backend access realized in Java
• Flow logic realized by Struts action concept
• UI realized by JSP and Java taglibs
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<html>
<b>This is a simple JSP</b>
<p>
<% out.println("Hello Fred");
%>
</html>
Java Server Pages
A textual document describing how to create a response from a request
Separation of static and dynamic content
Static content (HTML, Plain Text, XML)
Dynamic content (Scripts, Directives)
JSP pages are good at producing lots of textual output
Not well suited for business logic
Definition: Java Server Pages are text based documents capable of returning dynamic content to a client
browser. Java Server Pages can contain a mix of markup code (such as HTML and XML), programming
code (Java code and so on), and special JSP tags allowing access to components such as Java Beans. Advantage of JSP: An integrated solution for generating and returning dynamic Web page content such
as HTML or XML to a client browser.
JSP (Java Server Pages) replaces the SAP proprietary technology (ITS, Flow Logic)
Web technology based on open, widespread, state-of-the-art standards.
New JSP technology runs on Java web application servers (for example, SAP J2EE Engine, IBM
Webshere).
No changes in CRM business logic (ABAP), the same APIs are used. Migration effort limited to
frontend.
More openness to incorporate customer specific applications and third-party products (full outside-in).
Environment for professional Web design without limits (layout, interaction logic).
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Presentation
SAP Internet Sales Architecture in Detail
Browser
Interaction and Presentation Layer
Business Objects Layer
EIS CRM IMS IPCother systems,
e.g. SAP R/3
SAP JavaSAP Java Connector Connector
BLS Layer
J2EE Application Server
Internet Sales Web Application
XCM
Other Other connectorsconnectorse.ge.g.. socketssockets /JDBC /JDBC
JSP = Java Server Pages
BO = Business Objects
BLS = Business Logic
ServicesEIS = Enterprise Information
System
XCM = ExtendedConfiguration Management
JSP = Java Server Pages
BO = Business Objects
BLS = Business Logic
ServicesEIS = Enterprise Information
System
XCM = ExtendedConfiguration Management
The JAVA application in the Interaction Layer is subdivided in three levels:
Interaction and presentation Layer (consisting of Struts & JSPs):
In this level HTTP user requests are received and it is decided how they are processed. Dependent on theuser request, the appropriate action is loaded and the relevant Java classes from the Business Object
Layer is processed. The control logic is determined here.
Business Object Layer (BO Layer):
The Business Object Layer consists of Java classes, which represent the Business Objects (e.g., basket or
catalog). It forms a sturdy and slim interface (only a few methods are available). Additional, logic for the
individual customer must be implemented in these Business Object Layer.
Enterprise Application Layer (EAI Layer)The Enterprise Application Layer forms a broad interface in contrast to the Business Object Layer,
which provides interfaces to the Business Object Layer existing business objects. The interface to a
business object (e.g., basket) can possess arbitrary implementations for different Enterprise Information
Systems (EIS) (e.g., basket for CRM and basket for IPC). Communication of the JAVA application withthe CRM and IMS is made possible over the JAVA Connector of the SAP system. Communication of
the JAVA application with the IPC is made by Sockets.
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User Management: SAP UME Architecture
Logon User Administration
Authentication /
SSO
User Profile /
Provisioning Authorization
Principal API
User User
AccountGroup Role ACL
Persistence Manager Replication
Manager
LDAP
Directory
SAP
System
PCD
(for roles)Database
External
System
UME UI
UME Services
UME API Layer
UME Core Layer
UME Persistence
Adapters
XML
This picture visualizes the UME architecture. It will not be discussed in detail. The main purpose to
display it here is, to show that UME connects to different repositories containing user data by dedicated
persistence adapters. UME data can be stored in one or more repositories. Every type of repository has its own persistence
adapter. The persistence manager consults the persistence adapters when creating, reading, writing and
searching user management data. The application programming interface (API) is a layer on top of the
persistence manager.
Persistence adapters for the following types of repositories are available:
• Database
• Lightweight Directory Access Protocol (LDAP) directory
• SAP Web Application Server 6.20 and higher
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Deployment – Tools and Tasks
Deployment with SDM
Select all deployment parameters correctlyat the beginning
Create parameter directory where customer
places own files before deploymentImportant: Outside the J2EE Engine installation dir
Upgrade with SDM
Under Parameter Deployment
Configuration, select use existing
deployment parameters Upgrade finished
Configuration with XCM
During startup XCM copies customer
parameters in the created directory
Configuration of application with XCM all
files are stored in customer directory
Modification with ISA build tool
The ISA build tool is based on Apache Ant
Ant is the most common build tool for Java applications
Use:
• SDM for deployment
• XCM for configuration and upgrade
• Build Tool for modifications
Software Delivery Manager (SDM)
• Maintain deployment parameters for Web application (EAR files)
• Deployment parameters are saved to the Web application’s web.xml file
• Further changes possible via Extended Configuration Management (XCM)
Build Tool
• Supports building of project specific Web applications based on the Internet Sales applications
- Separation of project specific code and code delivered by SAP
- Automated build of project specific applications
- Software Delivery Manager (SDM) support for project specific applications
• Standardized process for upgrading modified Web applications to a newer support pack or a newer
release
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Extended Configuration Management (XCM):
(Replacing WEB.xml context parameters with XCM)
Tool which divides configuration data for E-Commerce in two types:
Data maintained by SAP This data must not be changed by the customer
Data maintained by the customer
Extended Configuration Management (XCM):
(Replacing WEB.xml context parameters with XCM)
Tool which divides configuration data for E-Commerce in two types:
Data maintained by SAP
This data must not be changed by the customer
Data maintained by the customer
Extended Configuration Management (XCM)
Goal of this concept: Clear separation of SAP and customer configuration.
SAP CRM has introduced a new concept for Java applications (Internet Sales, ICSS, IPC Web
Application) called Extended Configuration Management (XCM).
The customer can use the XCM admin tool to modify his or her configuration after deployment. The
configuration will remain even after updating the Web applications (in contrast to changes directly in the
web.xml).
The XCM Administrator tool has been developed for common configuration activities (e.g., connection
parameters to SAP system).
Please note that the XCM Administrator cannot be used for less common settings. In this case
configuration changes must be done manually. Modification data is rarely changed and therefore not
maintained by the XCM Admin tool. This customer modification data is located in WEB-
INF/xcm/customer/modification. In most cases customer changes, done by customers, take place in init-
config.xml or backendobject-config.xml.
You should never change the files config-data.xml or scenario-config.xml. This is done using XCM
administration.
Data maintained by SAP is located in the WEB-INF/xcm/sap folder.
Data maintained by the customer is located in the \xcm\customer\modification folder.
How the customer can use the XCM extension mechanism for manual configuration changes is
described in a separate document. This document is attached to note 673638.
For further reference regarding how to create a XCM application configuration (old: scenario) with the
help of the XCM Administration Tool (e.g., CRM_AEP_800), please refer to the section on Extended
Configuration Management (XCM) in the following guides:
CRM Web Application Installation Guide
Java Components for E-Selling and Channel Management Installation Guide
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Foundation and Architecture: Unit Summary
You are now able to:
Describe mySAP CRM E-Commerce and the features and
advantages of this solution
Explain how mySAP CRM E-Commerce is integrated in SAP’s CRM
system
Describe the main components of the architecture
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Exercises
Unit: Foundation and Architecture
Topic: Internet Sales Scenarios
At the conclusion of this exercise, you will be able to:• Describe the B2C and the B2B scenarios of Internet Sales and discuss
their specific functions
Your task is to demonstrate the business processes of Internet Sales.
Before doing so, you need to take a look at the B2B and B2C scenarios.
1 Look at the visual design, procedures, and basic functionality of the B2C scenario.
http://<webserver:port>b2c/b2c/init.do?scenario.xcm=IDESCRM80X
The last X stands for the last digit of your client.
Example: If your CRM client is 801, type:
http://…?scenario.xcm=IDESCRM801
1-1 Enter the specified URL in your Web browser and call up the B2C scenario of
Internet Sales.
Choose the WebShop PC4YOU_EN.
You will see the welcome page with the Special offers.
Browse through the Catalog until you reach the Monitors catalog area.
Go to the Detail view of product HT-1036 and then add this product to yourshopping basket.
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1-2 To receive personalized product recommendations, you have to maintain your
personal data.
You only need to maintain personal data if you want to receive
personalized product recommendations. To maintain yourcustomer profile, you first have to create a user.
Create a user.
Title: Mr. or Mrs.
First Name: _______________________________________
Name: _______________________________________
House No. and Street: _______________________________________
Field Name or Data Type Description or Value
City Antioch
Region Il for Illinois
Postal Code 60002
Country United States
(Use this address or any other valid US-address - otherwise the Tax jurisdiction
code can not be found).
E-mail address: _______________________________________
Password (twice): _______________________________________
Save your entries.
1-3 Create a customer profile. The customer profile consists of a series of attributes
(preferred Contact Channel and so on) that will be used to provide the customerwith product recommendations.
To create a personal profile and save it in the CRM system, you assign values to the
attributes.
Select the desired values and choose Save customer profile.
1-4 Browse through the catalog. Choose Computer and search for the product C_PC
(under Configurable Systems).
Configure this computer as you wish.
Do NOT add the product C_PC to your shopping basket.
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1-5 Go to your shopping basket and then to checkout.
Because you are still logged in under your user name, you do not have to reenteryour user ID. If you had not logged in with your user name before, you will be
asked to do so now. You can log on by entering your e-mail address and your
password.
Specify that you are going to pay by invoice and are satisfied with the Standard Delivery Type.
The order data including the order number now displays.
Make a note of the order number:
____________________________________________________
2 Check the entries in the CRM system.
2-1 Log on to the appropriate CRM system.
2-2 Check whether the sales order you created in the last step of the exercise is in the
CRM system. (The sales order is also processed by the R/3.)
SAPmenu → Sales → Maintain Sales Transactions. Use the search function by selecting the Open Business Transaction pushbutton.Enter the order number from the previous exercise and choose Enter .
Make a note of the number that the system has assigned for your sold-to party.
____________________________________________________
2-3 Check that a business partner master has been created in the CRM system.
SAPmenu → Master Data → Business Partner → Maintain Business Partner
Enter the specified business partner number and look at the customer master record.
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3 Check the entries in R3. (Optional)
3-1 Check whether the sales order you have created exists in the OLTP system.
3-2 Check whether a business partner master has also been created in the OLTPsystem.
Choose the following path: Logistics→ Sales and Distribution → Master Data →
Business partners→ Customer → Display→ Sales and Distribution or Complete
4 Look at the visual design, procedures, and basic functions of the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
The last X stands for the last digit of your client.
Example: If your CRM client is 801, please type:
http://…?scenario.xcm=IDESCRM801
4-1 Log on to the B2B scenario and choose the WebShop PC4BIZ_EN.
For the B2B scenario, you must enter a user (contact person) name and password toaccess the WebShop. For the exercises, you can use the following contact person:
233 (Mr. Miller), password welcome.
Go to the order entry screen and add product HT-1050.
Check the different delivery addresses. Change the default address.
Create an order.
4-2 What differences did you notice between the B2B and B2C scenarios?
________________________________________________________
________________________________________________________
________________________________________________________
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Exercises (optional)
Unit: Foundation and Architecture
Topic: Status Change
At the conclusion of this exercise, you will be able to:• Describe and explain the order status mechanism between R3 – CRM
and Internet Sales
• Process the created order in the backend system and check the statuschanges in CRM and in the WebShop
5 Process the created order in the backend system and check the status changes in CRM and
in the WebShop
5-1 Check the status of your order in the CRM system.
SAPmenu → Sales → Maintain Sales Transactions
Look at the Status tab. What is the current status of the order?
Attention: Please leave transaction!
5-2 Check the status of your order in the WebShop. Log on to the WebShopPC4YOU_EN and look at your Open Orders.
5-3 Create a delivery to the order in R3.
Logistics→ Sales and Distribution→ Shipping and Transportation→ Outbound
Delivery→ Create→ Single Document→ With Reference to Sales Order
Field Name or Data Type Description or Value
Shipping point 3800
Selection date One week in the future
Order Order number from created order
5-4 Now check the status of the order in the CRM system and in the WebShop again
and note the new entries.
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Solutions
Unit: Foundation and Architecture
Topic: Internet Sales Scenarios
1 Look at the visual design, procedures, and basic functionality of the B2C WebShop.
http://<webserver:port>b2c/b2c/init.do?scenario.xcm=IDESCRM80X
The last “X” stands for the last digit of your client.
Example: If your CRM client is 801, please type:
http://…?scenario.xcm=IDESCRM801
1-1 Enter the specified URL in your Web browser and call up the B2C scenario ofInternet Sales.
Choose the Web Shop PC4YOU_EN.
You will see the welcome page with the Special offers
Browse through the Catalog until you reach the catalog area Monitors
Go to the detail view of product HT-1036 and then add this product to your shopping
basket.
Select the product description and then the Add to Shopping Basket button.
1-2 To receive personalized product recommendations, you have to maintain your
personal data.
You only need to maintain personal data if you want to receive
personalized product recommendations. To maintain your
customer profile, you first have to create a user.
Create a user.
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Select My Account in the menu and choose the link Register . Maintain the
following values:
Title: Mr. or Mrs.
First Name: ________________________________________
Name: ________________________________________
House No. and Street: ________________________________________
Field Name or Data Type Description or Value
City Antioch
Region Il for Illinois
Postal Code 60002
Country United States
Use this address or any other valid US-address – otherwise the Tax jurisdiction
code can not be found).
E-mail address: _______________________________________
Password (twice): _______________________________________
Save your entries.
Choose the Save button.
1-3 Create a customer profile. The customer profile consists of a series of attributes
(preferred Contact Channel and so on) that will be used to provide the customer
with product recommendations.
To create a personal profile and save it in the CRM system, you assign values to the
attributes.
In the menu, choose My account and then My Profile on the left. Select the desired values and choose Save customer profile.
1-4 Browse through the catalog. Choose the area Computer and search for the product
C_PC (under Configurable Systems).
Configure this computer as you wish.
Choose the Configuration icon and maintain all the required entries .
Do NOT add the product C_PC to your shopping basket.
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1-5 Go to your shopping basket and then to checkout.
Click on Shopping Basket on the right hand side.
Because you are still logged on under your user name, you do not have to reenteryour user ID. If you had not logged in with your user name before, you would be
asked to do so now. You can log on by entering your e-mail address and your
password.
Choose the Go to checkout button.
Specify that you are going to pay by invoice and are satisfied with Delivery TypeStandard .
Now select the Continue button, then accept the general terms and conditions
and execute the Order.
The order data including the order number now displays.
Make a note of the order number:
____________________________________________________
2 Check the entries in the CRM system.
2-1 Log on to the appropriate CRM system.
2-2 Check whether the sales order you created in the last step of the exercise is in the
CRM system. (The sales order is also processed by R/3.)
SAPmenu → Sales → Maintain Sales Transactions.
Use the search function by selecting the Open Business Transaction pushbutton.
Enter the order number from the last exercise and choose Enter .
Note the number that the system has assigned for your sold-to party.
This number can be found on the General tab page.
____________________________________________________
2-3 Check that a business partner master has been created in the CRM system.
SAPmenu → Master Data → Business Partner → Maintain Business Partner
Enter the specified business partner number and look at the customer master record.
Choose Persons in the Find field, maintain the number, and choose Enter .
Then double click on the Business Partner
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3 Check the entries in the R3 system. (Optional)
3-1 Check whether the sales order you have created exists in the SAP R/3 system.
Choose the following menu path: Logistics Sales and Distribution Sales
Order Display
Enter the order number that you noted.
3-2 Check whether a business partner master has also been created in the SAP R/3
system.
Choose the following menu path: Logistics Sales and Distribution Master
Data Business partners Customer Display Sales and Distribution or
Complete
Enter the business partner number that you noted.
4 Look at the visual design, procedures, and basic function of the B2B scenario.
URL:
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
The last “X” stands for the last digit of your client.Example: If your CRM client is 801, type:
http://…?scenario.xcm=IDESCRM801
4-1 Log on to the B2B scenario and choose the WebShop PC4BIZ_EN.
For the B2B scenario, you must enter a user name (contact person) and password to
access the WebShop. For the exercises, you can use the following contact person:
233 (Mr. Miller), password welcome.
Go to the order entry screen and add product HT-1050.
Select Go! on the right hand side of New Transaction Create Order. Maintain
product HT-1050 in quantity 1.Select the Update button.
Check the different delivery addresses. Change the default address.
Select one of the addresses available in the pull-down menu in the Deliver to
address column at heater level.
Create an order.
Choose the Order button and confirm with OK.
4-2 What differences did you notice between the B2B and B2C scenarios?
B2B: Log in as contact personDirect input of a purchase order
Customer-specific pricing in the Web shop catalog
Availability Check in the Web shop catalog
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Solutions (optional)
Unit: Foundation and Architecture
Topic: Status Change
5 Process the created order in the backend system and check the status changes in CRM and
in the WebShop
5-1 Check the status of your order in the CRM system
SAPmenu → Sales → Maintain Sales Transactions
Look at the Status tab. What is the current status of the order?
The status in Open.
Attention: Please leave transaction!
5-2 Check the status of your order in the WebShop. Log on to the WebShopPC4YOU_EN and take a look at your Open Orders.
Enter the specified URL in your Web browser
URL:
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
and call up the B2C scenario of Internet Sales. Choose the WebShop
PC4YOU_EN. Select My Account and register. Select Open Orders and then
the Order number. The status is Open.
5-3 Create a delivery to the order in R3-System
Logistics→ Sales and Distribution → Shipping and Transportation → Outbound Delivery→ Create→ Single Document → With Reference to Sales Order
Field Name or Data Type Description or Value
Shipping point 3800
Selection date One week in the future
Order Order number from created order
Enter and Save.
5-4 Now check the status of the order in the CRM system and in the WebShop again
and note the new entries. In CRM, the status is Completed .
In WebShop PC4YOU_EN, now select Completed Orders and then on the
Order number . The status is Finished .
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Shop and User Management
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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Shop and User Management: Unit Overview
Shop Management
User Management
Super User Management
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Shop and User Management: Unit Objectives
At the conclusion of this unit you will be able to:
Set up a Web shop via a Web application
Customize the Web shop according to your specific needs Customize the relevant user-settings for a B2B and B2C Shop
Log on to a B2B Web shop with your own user account
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Shop and User Management I
Shop Management
User Management
Super User Management
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Store Locator
The Store Locator allows customers to search for physical
locations of the selling company
Search limited by type
of location, such asstore, dealer, service
center, and warehouse
Search parameters
include name and
address fields
Information displayed
about locations
includes address,
contact details, and
links such as homepages and driving
directions
The Store Locator is available as a core functionality of SAP E-Commerce with the standard businessauthorization roles used for the B2B and B2C scenarios. mySAP CRM Channel Management leverages
the Store Locator, too. The Store Locator’s purpose is to search for physical locations of a selling company, such as stores,
dealers, service centers or warehouses. In the search result, address and contact data and links, forexample to home pages, are displayed.
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Store Locator: Search functionality in the Web shop (1)
Store Locator can be
started from the Web
shop’s tab menu
Store Locator can be started from the Web shop’s tab menu.
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Store Locator: Search functionality in the Web shop (2)
search for dealers
search result
search criteria
On the Store Locator page a synonym for the relationship category to be looked up can be specified, forexample “Dealer” for “has dealer”. As additional search criteria the name, postal code, city and country
of the location (that is the SAP CRM business partner) can be specified. The search result is displayed asa list after clicking the search button.
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Store Locator: Reference Business Partner
The reference business partner is the source of all business partner relationships that can be searched forwith the Store Locator in an SAP E-Commerce for mySAP CRM Web shop. In our example, the
reference business partner has relationships of the two categories “Has Service Center” and “HasTrader”.
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Store Locator: SAP CRM Server Customizing
relationship categories used for
searching business partners within
the corresponding usage types
description displayed
in the Store Locator‘s
search criteria
In the SAP CRM server IMG the two items of interest are
• Define Usage Types
• Define Relationship Type Groups
The usage types are the names under which relationship categories are displayed in the Store Locatorsearch criteria.
A relationship type group is uniquely assigned to a Web shop and comprises all relationship categoriesfor which the Web shop’s locator can search. In our example these are the relationship categories“CRME01 Is Trader For” and “CRME03 Is Service Center”. These relationship categories are theinverses of the relationship categories “Has Trader” and “Has Service Center” of the reference business partner.
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Store Locator: Shop Management Customizing
Store Locator settings
in Shop Management
In the case of usage in the SAP E-Commerce E-Selling business scenario the Store Locator is switchedon for a Web shop in the Shop Management application. In the Shop Management application, also the
reference business partner and the relationship type group for the Web shop must be specified.
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Save the web shop data intoCRM back-end table
Save the web shop data intoCRM back-end table
Maintain the web shop settingsMaintain the web shop settings
New Web-based Shop Managementhttp://web-server:port/shopadmin/shopadmin/init.do
New Web-based Shop Managementhttp://web-server:port/shopadmin/shopadmin/init.do
Shop Management Process
• General Information
• Catalog
• Order
• Marketing
……B2B
……B2C
Value 2Value 1Shop ID
New Web-based Shop Management replaces the SAP GUI transaction.
Convenient management of shop data in one central place.
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B2B Web Shop
Defining a Web Shop – Usage
Functions
Create New Shop for scenario
Display, Change and Delete Ex
Usage – Business Scenario:
B2C Web Shop
The drop down list box allow you to select Internet Sales B2B, Internet Sales B2C, or Internet Sales
B2C/B2B and specify whether the Web shop can be used in the B2B and/or the B2C scenario.
Business-on-Behalf , Collaborative Showroom, and Hosted Order Management are used in ChannelManagement.
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You have to maintain control areas for each Web shop
Define a Web Shop – Overview
General InformationGeneral Information•• Shop ID / description *Shop ID / description *
•• Business scenario *Business scenario *
•• Authorization Authorization
•• User Administration *User Administration *
CatalogCatalog•• Product Catalog data *Product Catalog data *
Control AControl Areasreas
MarketingMarketing•• Global ProductGlobal Product
RecommendationRecommendation
•• Personalized ProductPersonalized Product
RecommendationRecommendation
•• CrossCross--,Up,Up--Selling,Selling,
Accessories Accessories
Order Order •• Order *Order *
•• QuotationsQuotations
•• ContractsContracts
•• Contract NegotiationsContract Negotiations
* = mandatory parameters
Web shop controls areas:
General Information:
- The usage of business scenarios (B2B and/or B2C Internet Sales, Business-on-behalf, CollaborativeShowroom, Hosted Order Management)
- Authorizations, User Administration
Catalog:
- Product Catalog data
Order:
- Order, Quotations, Contracts (B2B Internet Sales only), Contract Negotiations
Marketing
- Global Product Recommendation, Personalized Product Recommendation, Cross-, Up-Selling andAccessories
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Define a Web Shop – General Information
General Information Catalog Order Marketing
Control ParametersControl Parameters
General Information:
Usage
Business Scenario
Authorizations
Authorization Group
User Administration
Country group
Partner Function Contact Person
only for B2B scenario:
Authority group empty
all users can enter shop
Authority group filled
Only users with specialauthorization can enter shop
Usage: Name of the Business Scenario
New Functionality with CRM 4.0:
Authorization Group: Key that is used to manage the authorization for calling up the Internet SalesWeb shop. The corresponding authorization set is CRM_ISA_SP.
Country group: Key that groups related countries according to certain criteria. The country grouping isimplemented during address maintenance in Internet Sales, to make a selection from all the countries inthe system.
Partner Function Contact Person: After the user has logged on, the system uses this partner function todetermine the company that the contact person belongs to and which functions as the sold-to party.
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Define a Web Shop – Product Catalog
Catalog Search (B2B Internet Sales)
Catalog
Catalog variant
Hide internal catalog
Catalog View
Controlling Price Determination in the Catalog
A Web shop is based on the product catalogA Web shop is based on the product catalog
via IPC
Read from Index Server (List Prices)
General Information Catalog Order Marketing
Product Catalog
Control ParametersControl Parameters
Product Catalog:
Select the product catalog and catalog variant that contain the correct content for the Web shop.
Only one product catalog and one catalog variant can be published per Web shop. Both fields are
mandatory.
With the field Catalog View you can determine specific catalog views and assign business partners tothem:
For each Web shop you decide whether personalized catalog determination shall take place or if aspecific view is presented to all Web shop visitors.
The check box Catalog Search controls the determination of personalized catalog views in B2B InternetSales. Select this field if you want to use catalog determination. Therefore, during logon in a Web shop,the system determines the catalog views that are suitable for the user.
Flag Hide internal catalog is used to control whether the CRM product catalog is displayed.
Parameter Controlling Price Determination in the Catalog facilitates price determination in a Web shop.
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Shop and User Management II
Shop Management
User Management
Super User Management
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SAP R/3 System
B2C Scenario: General Procedure
B2C Web Shop
Consumer
registers
CRM System
Upload
2
1
3
SAP R/3 customer masterrecord created
Automatic creation of a new
business partner master record
Role consumer
Classification consumer
Data also retrieved fromReference Business Partner
for Consumers
SU01-user or SU05 creation
Features of the B2C shop regarding the user management:
Voluntary log-in, but necessary for personalization features and ordering
Log-in with e-mail address and password
When a customer registers in a Web shop, a business partner master record is automatically created inmySAP CRM
Business partner master record is completed using data from a reference business partner
Registration:
System checks if already a user with the same email/password combination already exists
E-mail address is stored in business partner data
Password is stored at SU05 internet user tables/SU01 user tables
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Registration: Address Screen Layouts
ISA supports two address
screen layouts:
United States
European Standard
How to find the right layout:
Country is taken from sales
organization (attribute in
organization model)
Address layout key is defined in
country settings (IMG)
Mapping to ISA supported layouts(IMG)
USUS
European StandardEuropean Standard
The country is taken from the sales organization (attribute in the organizational model).
Address layout key is defined in country settings (IMG):
IMG Activity: Path in IMG: General Settings Set Up Countries Define Countries inmySAP.com Systems
Layout formats supported by mapping of address layout key to ISA (IMG):
Path in IMG: CRM Internet Sales Define Address Formats
The address screen layout is also used in the B2B shop for defining/changing a new delivery address (asin the B2C scenario).
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Shop management: General Information
Registration: Selectable Countries
Web ShopWeb Shop Control ParametersControl Parameters Restrict address entry tocertain countries
Restrict address entry toRestrict address entry tocertain countriescertain countries
User Administration
Country gr oup
Registration
US
Define country groupsin Customizing
Define country groupsDefine country groupsin Customizingin Customizing
Title
First Name
Last Name
House No/ Street
City
Country
The Country group field is used in the B2C Web shop when consumers register in the Web shop. Whenspecifying their personal data, consumers are also asked to enter their address (and country). The country
group controls which countries are supported in this Web shop (the delivery locations can be restrictedwith this function). You can maintain the country group in Customizing (SPRO CustomerRelationship Management Internet Sales Define Country Groups). If no country group is enteredfor the Web shop, all the countries maintained in the CRM system are supported in the Web shop.
The maintenance of the Region field is only possible if a country group is maintained (region needed fortax jurisdiction code determination).
In the B2B scenario, the Country group controls the selection of countries if the delivery addresschanges (as in the B2C scenario).
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B2C Scenario: Reference Business Partner
Maintain the reference business partner in the
relevant sales areas
IDES US West (Denver) Internet Sales
IDES US West (Denver) Internet Sales Cross-division
Sales organization Distribution channel Division Sales Shipping BillDoc.
Maintained Distribution Areas
REFBURAReference Bus. Partner
Name Reference business partner/US
In the customizing of the CRM system you have to maintain a reference business partner via the IMGactivity Maintain Reference Business Partner for Consumers.
Maintain this business partner in the following two sales areas:
Sales organization of product catalog, distribution channel of product catalog, division <blank>
Sales organization of product catalog, distribution channel of product catalog, division of productmaster or SAP R/3 dummy division
In the master record of this reference business partner for consumers maintain the set types Sales,Shipping, and Billing.
By this you maintain data that will not be specified by the consumer when he or she registers in the Webshop (customer pricing procedure, terms of delivery, terms of payment, and so on).
All company code relevant data are maintained in the SAP R/3 via transaction VD07 (ReferenceBusiness Partner for B2C Customer).
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B2B Scenario Overview
B2B Web Shop
Log on Change Password
User ID
KWiga
Password
********
Customer
(contact person)
logs on to
B2B Web Shop
User Management (UM)
User ID*
E-mail*
For the companies
Authorizations*
SAP R/3SAP R/3 SystemSystemCRM SystemCRM System
DownloadDownload
A customer master record
Automatic creation of
Sold-to party (from SAP R/3)
Contact Person (from UM)
Internet User (from UM)
14
5
Features of the B2B shop regarding the user management:
Mandatory log in before entering the Web shop
Contact persons created by Web shop administrator
User concept (two different user types available)
B2B for occasional users:
B2C Templates can be used with B2B user Late login possible for B2B
Common B2B login problems:
Within the Shop Management the field Partner Function Contact Person does not have the value0000015
Anonymous user not of user type SERVICE
Anonymous user password in web xml different to CRM
User/contact has no relationship to sold to’s
User has no authorizations
User comparison for role needed (Report PFUD)
User locked because of wrong login tries
The CRM system allows one password change per day
Consulting Note 506407
Consulting Note 395098
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B2B Scenario Overview: Existing Contact Person
B2B Web Shop
Log on Change Password
User ID
Miller
Password
********
Customer
(contact person)
logs on toB2B Web Shop
SAP R/3SAP R/3 SystemSystemCRM SystemCRM System
DownloadDownload A customer master record
with a maintained contactperson0
Automatic creation of two
business partners:
1. Sold-to party
2. Contact person
Manual creation of Internet
User
1
3
If contact persons for a given company already exist, you can create Internet user directly within theCRM. With the web application User Management you can create new contact persons.
One advantage of the User Management is that users can be created portal enabled. Login to a portalwith that user is possible then as well.
Manual creation of an Internet User:
Either via transaction SU05 (for an SU05 user) or via the business master of the contact person - role:Internet User- (for an SU01 User).
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Creation and maintenance of B2B Internet User (contact person concept) for companies
Available functions:
Internet user creation Company assignment (supported by company search)
Role assignment
Copying data of existing Internet user
Search for existing Internet users
Maintenance of Internet user
Lock/unlock
Password reset
Change of user data
Change of company assignment
Change of role assignment
Delete Internet user
E-mail notification
(new user/password reset)
Creation and maintenance of B2B Internet User (contact person concept) for companies
Available functions:
Internet user creation Company assignment (supported by company search)
Role assignment
Copying data of existing Internet user
Search for existing Internet users
Maintenance of Internet user
Lock/unlock
Password reset
Change of user data
Change of company assignment
Change of role assignment
Delete Internet user
E-mail notification
(new user/password reset)
User Management: B2B Internet User
This functionality can be used by a Web shop administrator (seller side) or a Super User (buyer side).
User Management URL: http://<Webserver:port>/useradmin/useradmin/init.do
For each B2B contact person, a BP partner and Internet user are created within the CRM.
Customizing:
1. Internet Sales Internet User User Settings
Set User Administration (since 3.1): Adjust the ISA web user administration
Set Roles for User Administration (since 3.1)
- Introduces all roles that can be assigned to internet users in the ISA web user administration
Enter reference users for internet user administration (since 4.0)
2. Internet Sales Internet User Internet User Settings
Set B2B Internet User must be set to Only use Internet user (SU01)
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How to Create an Internet User
SU05SU05
User User BusinessBusiness
Partner Partner
SU01SU01
User User BusinessBusiness
Partner Partner
B2BB2B: Via transaction SU05
ID = BPnumber
Type = BUS1006
B2C B2C : User self registration
B2BB2B:
CRM: Via transaction BP
(for existing contact person)
- select BP role Internet user
- tab strip Internet user
Web: Web based User Management
(recommended for new contact person)
B2C B2C : User self registration
Internet sales standard roles:
For anonymous user: SAP_CRM_ISA_ITSLOGIN
For B2B internet user / B2C reference user: SAP_CRM_INTERNET_CUSTOMER
New with CRM 4.0 for B2C: Enhanced possibilities in user management (SU01 user) enabled withmigration from existing concept (SU05 user):
In order to register or log on to a Web shop for B2C Internet Sales, you have to specify which Internetuser type is used in B2C in Customizing for Internet Sales.
Path in the IMG: Customer Relationship Management→ Internet Sales → Internet User → Internet User
Settings→ Set Up Internet Users (B2C)
Choose one of the following values for the B2C Internet user
Change Internet user (SU05) to Internet user (SU01)
Only Use Internet user (SU01) - recommended by SAP
Only Use Internet user (SU05)
If Only Use Internet user (SU01) is checked, a CRM system user (SU01-user) will be createdautomatically for each registered consumer. (BPnumber = User number). This user will refer to areference user, which needs to be created in advance. You need to assign the roleSAP_CRM_INTERNET_CUSTOMER to that user.
Assignment of the reference user: Maintain a reference user variable like $INTERNETUSR in thecustomizing Set Up Internet Users (B2C) and map this variable to a reference user via transactionSU_REFUSERVARIABLE.
The usage of SU05 Internet users is no longer recommended by SAP for the B2B shop. First you needSU01 users for a portal integration (single-sign-on) and second future developments will build on theSU01 functionality (like the UME Integration, which might be relevant for the B2C scenario with thenext release).
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User Management: Customizing – Activate UME
Preconditions
SAP E-Commerce application(s) and UME instance must be installed
together on the same SAP Web AS Java
Steps to activate UME support (cf. SAP note 713472) step 1: primary configuration using XCM administration
create a new customer application configuration based on the SAP application
configuration ‘b2bWithUME’ resp. ‘isauseradmWithUME’ by default
maintain the parameters corresponding to your application requirements
restart the SAP E-Commerce application and use the newly created
application configuration to start the application in the new scenario
step 2: edit the ume-config.xml file
<installation directory>/WEB-INF/cfg/ume-config.xml
define role mapping in the <roles>...</roles> area (optional)
define field mapping in the <fields>...</fields> area
Customizing steps are described in great detail in SAP note 713472.
As a precondition, the SAP E-Commerce application and the UME instance must be installed together
on the same SAP Web AS Java Server.
To activate UME support, you create a new application configuration, which is based on the SAPapplication configuration “b2bWithUME” for the shop respectively on “isauseradmWithUME” for theuser administration. These base configurations have set parameter “enabled” of component “user” tovalue “true”, which indicates that UME is active. The rest of the parameters is maintained as usual for anSAP E-Commerce application.
Mappings between SAP CRM and UME are defined in the ume-config.xml file. Role mapping isoptional. It is only required, if UME roles are used in addition to SAP E-Commerce roles. Field mappingdefines which SAP E-Commerce fields make up a UME field.
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Authorization Roles: Assignment to User
choose link
enter user information
authorizations can
be assigned directly
...
... or by specifying a
reference user
choose from list
choose button
enter user information
click button
System confirmsand sends E-mail
to user
This dialog demonstrates how a new user is created and how authorizations are assigned to him via theWeb based User Management of SAP E-Commerce. Note that you can also assign authorizations by
specifying a reference user. In this case the user which is being created inherits his authorizations fromthe reference user.
In the course of enhancing the authority check capability, new predefined SAP E-Commerce roles aredelivered with SAP CRM 5.0. The new roles comply with a newly designed naming convention, whichseparates Internet and service user authorization roles and allows to define authorizations at highgranularity level. The service user is a user that is used by SAP Web AS Java exclusively to establsih aninitial connection to the SAP CRM system.
Based on new SAP CRM 5.0 authorization objects, which are used in the predefined SAP E-Commerceauthorization roles, a number of authority checks has been integrated into the Java layer of SAP E-Commerce 5.0. These authority checks utilize existing back end functionality. Elements of the userinterface can be controlled more easily than with the ABAP centric approach.
UME has its own “permission” concept. It is possible to synchronize SAP E-Commerce roles and UME permission objects.
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User Management: SAP E-Commerce Logon with UME (1)
Logging on to SAP E-Commerce B2B scenarios with UME
2-step log in process
Step 1: User is authenticated by UME
SAP E-Commerce Web application calls the UME logon module
User enters authentication data (user and password)
UME uses the authentication mechanism specified in UME configuration to verifythe entered information
Result on success: SSO logon ticket in shape of a cookie. The cookie containsuser ID and password in an encrypted form.
Step 2:
SSO logon ticket is used to log the user on to the SAP CRM server
SAP CRM determines business relations of the user (contact person and sold-tobusiness partners)
preconditions
Web browser must accept cookies
identical user ID and password in all connected systems (this isguaranteed by UME)
Logging on to a B2B scenario of SAP E-Commerce with UME is a 2-step process: In a first step the user is authenticated by the UME. In order to do this the SAP E-Commerce application
calls the UME Logon module which processes a log on dialog. The UME verifies the data entered by theuser and – in case of success – provides an single-sign-on (abbreviated SSO) logon ticket in the shape ofa cookie. There is no log on procedure without SSO cookies.
In the second step the system uses the SSO cookie to log the user on to the SAP CRM server. In order todo this, the user ID and password from the cookie are passed to the SAP CRM server. If the user isauthenticated, the SAP CRM server determines the business relations of the user, which are relevant forsubsequent processing in the SAP E-Commerce Web shop. These relations are the contact personassociated with the user ID and the business partners associated with the contact person.
As there is no cookie free log on procedure, the user‘s Web browser must be configured to acceptcookies. (Otherwise the log on attempt will be rejected.) In addition, from a general requiredment forSAP SSO cookies, the user ID and password in all connected systems must be identical. If the users areregularly maintained via UME, this is guaranteed by the system. In the case of the B2B scenario of SAPE-Commerce “all connected systems” incorporates “UME and SAP CRM server”.
The SSO logon ticket can also be used to access other trusted systems. Customizing steps are described in great detail in SAP note 713472.
As a precondition, the SAP E-Commerce application and the UME instance must be installed togetheron the same SAP Web AS Java Server.
To activate UME support, you create a new application configuration, which is based on the SAPapplication configuration “b2bWithUME” for the shop respectively on “isauseradmWithUME” for theuser administration. These base configurations have set parameter “enabled” of component “user” tovalue “true”, which indicates that UME is active. The rest of the parameters is maintained as usual for anSAP E-Commerce application.
Mappings between SAP CRM and UME are defined in the ume-config.xml file. Role mapping isoptional. It is only required, if UME roles are used in addition to SAP E-Commerce roles. Field mappingdefines which SAP E-Commerce fields make up a UME field.
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User Management: SAP E-Commerce Logon with UME (2)
Functions in UME logon module available for SAP E-Commerce
get support
Password reset
E-mail with new password is automatically sent to user
Other logon problems
E-mail is sent to administrator (user information and problem description)
E-mail functionality is set up in UME configuration
expired password change
security policy
rules for password expiration / change can be set in UME configuration
Logon module requests password change at next user log on
log off
user is logged off from SAP CRM and UME as well
SSO cookie is invalidated / deleted
Several functions are available with the UME logon module such as password reset or contacting theadministrator for other problems. Configuration of the UME properties (which this tutorial does not dealwith) allows setting up a security policy that involves rules for password expiration and change. The
password change dialog is displayed when the user logs on with a newly created password or an expired password.
The UME is also responsible for cleaning up the logon information when the user logs off, for exampleto invalidate or delete the SSO cookie.
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Needed for:
• Business logic
• Business processes
• Business master data
Needed for:
• Business logic
• Business processes
• Business master data
Needed for:
• Authentication
• Authorization (profiles, roles, ref. user)
• Menu (portal)
Needed for:
• Authentication
• Authorization (profiles, roles, ref. user)
• Menu (portal)
Difference between Internet User and Business Partner
Business
usiness
Partner
artner
Linked by central person object (SU01) or
by using the same Identification (SU05)
Internet
nternet
User
ser
Within SAP CRM two types of Internet users exist:
• SU05 user (usage not longer recommended by SAP)- Transaction SU05- Use of Business Partner ID for User-ID
( linked by the same name)- Object type: BUS1006 (Business Partner)- Used for authentication- Old user concept- No authorization checks possible- Needs anonymous (SU01) user for connections- No SSO possible
• SU01 user:
- SU01-user as Internet user- B2B since release 2.0- B2C since release 4.0- Transaction SU01 (SAP user administration)
- Authorization checks possible (roles (B2B), reference user (B2C)- Internet user from user type DIALOG- Anonymous user from user type SERVICE
Business Partner
• Address data, relationships to other business partners, Sales area dependent data
• Control data, Status (released, blocked, archived, special status), Partner roles, Partner functions intransactions
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Web Shop Manager Web Shop Manager
Normal Shop User
(Contact Person)Normal Shop User
(Contact Person)
Additional Superuser Additional Superuser
Superuser Concept: Overview
Superuser Superuser
Customer
ustomer
-side
ide
r
e
t
e
s
re tes
r
e
t
e
s
re tes
As of CRM Release 3.1, a superuser on the customer side can create and maintain Internet users usingthe Web-based interface in the user management.
Flow:
The Web shop manager (seller-side) maintains the superuser's data
The initial password is automatically sent to the e-mail address maintained
The superuser can log on to the user administration and create master records either for normal shopusers or for additional superusers
The initial password is automatically sent to the user
Web shop Manager
Normal user of web shop provider
No business partner for user necessary
Role: SAP_CRM_ISA_WEBSHOP_MANAGER
Administration of existing Internet users
Superuser
Company superuser
Contact partner with contact relation to companies
Role: SAP_CRM_ISA_UA_SUPERUSER
Creation of superusers and internet users for the related companies only
Can only assign roles which are assigned to himself
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Super User Concept: Benefits
Cost reduction
Possibility to relocate the effort to create and administrate
Internet Sales users from the Web shop administrator on
the seller side to special users (superusers) on the customerside
Self service
Multi level superuser concept enables a professional user
administration on customer side
Faster and better access control to the Web shop
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Shop Management: Unit Summary
You are now able to:
Set up a Web shop via a Web application
Customize the Web shop according to your specific needs Customize the relevant user-settings for a B2B and B2C Shop
Log on to a B2B Web shop with your own user account
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Exercises
Unit: Shop and User Management
Topic: Shop Management
At the conclusion of this exercise, you will be able to:
• Describe the idea of a WebShop
• Create a new B2C and B2B WebShop
WebShop Management
1 Create a B2C WebShop for the following exercises.
1-1 To access the WebShop admin application, open the following URL:
choose the webshop admin link within your favorites folder or use the followinglink: http://<webserver:50000>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X
X=last digit of your client (for example, “0” if the CRM client is “800”)
1-2 Log on with your CRM user name.
1-3 Choose scenario Internet Sales B2C and select the New Shop button.
1-4 Save your entries.
Field Name or Data Type Description or Value
WebShop ID ZB2CSHOP##
Description B2C WebShop for gr. ##Country group US
Catalog PCSHOP
Variant VAR_EN
Transaction type ZIS
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2 Create a B2B WebShop for the additional exercises.
2-1 To access the WebShop admin application, open the following URL:
choose the webshop admin link within your favorites folder or use the following
link: http://<webserver:50000>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X
X=last digit of your client (for example, “0” if the CRM client is “800”)
2-2 Log on with your CRM user.
2-3 Choose the Internet Sales B2B and select the New Shop button.
Field Name or Data Type Description or Value
WebShop ID ZB2BSHOP##
Description B2B WebShop for gr. ##
Partner Function Contact
Person
00000015
Country group US
Catalog PCSHOP
Variant VAR_EN
Transaction type ZIS
2-4 Save your entries.
3 Access your B2C and B2B shop using the following URLs and check if your shop appearsin the shop list.
B2B: Choose the B2B webshop link you’re your favorites folder or<http://<Webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80 X &language=en>
B2C: Choose the B2C webshop link you’re your favorites folder or<http://<Webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80 X &language=en>
X=last digit of your client (for example, “0” if the CRM client is “800”)
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Exercises
Unit: Elements of CRM
Topic: User Management
At the conclusion of this exercise, you will be able to:• Explain the relationship between business partner and Internet user
• Create a new Internet user .
In the following section, you will create a contact person for thecustomer Happy Store and then create an order for this customer in theB2B WebShop.
Business Partner in CRM: Happy Store
BP-Number: 3995
4 Creation of a Contact Person by a WebShop Manager
4-1 Start the Web-based user management application.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
4-2 Try to log on with the user name 233 and password welcome. Why did it notwork? What message appears?
_______________________________________________________________
_______________________________________________________________
4-3 Check if the role SAP_CRM_ISA_WEBSHOP_MANAGER is assigned to theCRM system user with the alias 233?
4-4 Check if this role is assigned to user with the alias 461?
4-5 Start the Web-based user management application again and log on with user name461 and password welcome.
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4-6 Create a new contact person for the customer Happy Store (BP number: 3995)
using this Web-based user management application.
Field Name or Data Type Description or Value
UserID Miller##
E-mail miller##@sap.com (or one of youchoice)
Company Happy Store, BP-Number 3995
Authorization Authorizations for Internet Customers
Form of Address Mr.
First Name John
Name Miller##
Select the language English and leave the other fields empty. Select Create.
4-7 Note your user ID and password.
____________________________________________________
4-8 What did you just create in the CRM system?
4-9 Check if both exist in the CRM system
4-10 What role has been assigned to the user?
Leave the transaction.
4-11 Log on with your new contact person to the B2B WebShop. Start your browserand call up the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Enter the user ID of the contact person (miller##) and the password.
Choose the WebShop ZB2BSHOP## and create an order with product HT-1000.
4-12 Check in the CRM System to see the sold-to-party and the contact person that areassigned to this order.
Menu path: SAPmenu→ Sales Maintain Sales Transactions
Sold-to party:
Contact Person:
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5 Optional: Creation of Contact Persons by a Super User
In this exercise, you enable an employee of the customer Happy Store to create additionalcontact persons.
5-1 Start the Web-based User Management application
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
5-2 Log on with user name 461 and the password: welcome.
5-3 Create new superuser for the customer Happy Store (BP number: 3995 ) using theWeb-based User Management application.
Field Name or Data
Type
Description or Value
UserID Superuser##
E-mail Jane.Smith##@sap.com (or one of you choice)
Company Happy Store, BP-Number 3995
Authorizations Internet Sales User Administration
Authorizations for Internet Customers
Form of Address Mrs.
First Name Jane
Name Smith##
Select the language English and leave the other fields empty. Select Create.
5-4 Note your user ID and password.
____________________________________________________
5-5 Start the Web-based User Management application again.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
5-6 Log on with the new user ID and password (Jane Smith##).
5-7 Create a new contact person as in exercise 4. What are the two differencescompared to exercise 4, when you created contact persons as a WebShop manager?
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
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Solutions
Unit: Shop and User Management
Topic: Shop Management
WebShop Management
1 Create a B2C WebShop for the additional exercises.
1-1 To access the WebShop admin application, open the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X
X=last digit of your client (for example, 0 if the CRM client is 800)
1-2 Log on with your CRM user.
1-3 Choose scenario Internet Sales B2C and select the New Shop button.
WebShop ID: ZB2CSHOP##Description: B2C WebShop for gr. ##Country group: US
Choose the Catalog tab.Catalog: PCSHOPVariant: VAR_EN
Choose Order tab .
Transaction type: ZIS
1-4 Save your entries.
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2 Create a B2B WebShop for the additional exercises.
2-1 To access the WebShop admin application, open the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
2-2 Log on with your CRM user name.
2-3 Choose the Internet Sales B2B scenario and select the New Shop button.
WebShop ID: ZB2BSHOP##Description: B2B Web shop for gr. ##Partner Function Contact Person: 00000015Country group: US
Choose the Catalog tab .
Catalog: PCSHOPVariant: VAR_EN
Choose Order tab .
Transaction type: ZIS
2-4 Save your entries.
3 Access your B2C and B2B shop using the following URLs and check if your shop appearsin the shop list.
B2B: <http://<Webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80 X &language=en>
B2C: <http://<Webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80 X &language=en>
X=last digit of your client (for example, 0 if the CRM client is 800)
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Solutions
Unit: Elements of CRM
Topic: User Management
4 Creation of a Contact Person by a WebShop Manager
In the following section, you will create a contact person for the customer Happy Store andthen create an order for this customer in the B2B Web shop.
Business Partner in CRM: Happy Store
BP-Number: 3995
4-1 Start the Web-based user management application.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
4-2 Try to log on with the user name 233 and password welcome. Why does it notwork? What message appears?
You do not have authorization (e.g. role
SAP_CRM_ISA_WEBSHOP_MANAGER) for User Administration.
4-3 Check if the role SAP_CRM_ISA_WEBSHOP_MANAGER is assigned to theCRM system user with the alias 233.
Log on to the CRM and check in transaction SU01 if this role is assigned to
user with the alias 233. (Type 233 in the Alias field and choose Enter .) You
will see that the role is not assigned. Therefore, you could not log on to the
User Management.
4-4 Check if this role is assigned to user with the alias 461.
In transaction SU01, type 461 in the Alias field and choose Enter . Navigate to
the Roles tab . You will see that this user has this role assigned and therefore,
owns the authorizations for a WebShop manager.
4-5 Start the Web-based user management application again and log on with user name461 and the password welcome.
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4-6 Create a new contact person for the customer Happy Store (BP number: 3995 )
using this Web-based user management application.
UserID: Miller##E-mail: miller##@sap.com (or one of you choice)Company: Happy Store, BP-Number 3995
Select the Company Search button and enter the BP-Number (3995). Choose
the Go! button. Select the company by marking the check box and click on the
Adopt link .Authorization: Authorizations for Internet Customers
Mark the authorization in the left menu (Not Assigned) and select the First
Arrow button. The selected authorization should appear in the right menu.
Form of Address: Mr. First Name: John Name: Miller##
Enter the data into the fields in the lower area of the window. Select the
Continue button .
Select the language English and leave the other fields empty. Select Create.
4-7 Note your user ID and password.
____________________________________________________
4-8 What have you just created in the CRM system?
1. A business partner account (role: contact person)
2. A system user
4-9 Check if both exist in the CRM system
1. Open the business partner master (Tx BP) and check out the
relationships of the business partner 3995 (Happy Store Los Angeles).A contact person John Miller## has been assigned to this customer
2. Start Tx SU01 and enter Miller## in the Alias field and select Enter . A
user with the alias Miller## has been created.
4-10 Which role has been assigned to the user?
Role: SAP_CRM_INTERNET_CUSTOMER
Leave the transaction.
4-11 Now log on with your new contact person to the B2B Web shop. Start your browser and call up the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Enter the user name (ID) of the contact person (miller##) and the password.
Choose the WebShop ZB2BSHOP## and create an order with product HT-1000.
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4-12 Check in the CRM System the sold-to-party and the contact person that areassigned to this order.
Menu Path: SAPmenu→ Sales → Maintain Sales Transactions
Button: Open Business Transaction
Enter the order number from previous exercise and select Enter .
Go to the Partner tab page.
Sold-to party: Happy Store Los Angeles (BP#: 3995)
Contact Person: John Miller##
5 Optional: Creation of Contact Persons by a Superuser.
In this exercise, you enable an employee of the customer Happy Store to create additionalcontact persons.
5-1 Start the Web-based user management application.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
5-2 Log on with user name 461 and the password welcome.
5-3 Create a new superuser for the customer Happy Store (BP number: 3995 ) usingthe Web-based user management application.
UserID: Superuser##E-mail: Jane.Smith##@sap.com (or one of you choice)Company: Happy Store, BP-Number 3995
Select the Company Search button and enter the BP-Number (3995). Choose
the Go! button. Select the company by marking the check box and click on the
Adopt link .Authorizations: Internet Sales User Administration
Authorizations for Internet Customers
Mark the authorizations in the left menu (Not Assigned) and choose the First
Arrow button. The selected authorizations should appear in the right menu.
Form of Address: Mrs. First Name: Jane Name: Smith##
Enter the data into the fields in the lower area of the window. Select the
Continue button .Select the English language and leave the other fields empty. Choose Create.
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5-4 Note your user ID and password.
____________________________________________________
5-5 Start the Web based user management application again.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
5-6 Log on with the new user name (ID) and password (Jane Smith##)
5-7 Create a new contact person as in exercise 2. What are the two differences
compared to exercise 2, when you created contact persons as a WebShop manager?
Only contact persons for the company Happy Store Los Angeles can be
created. The superuser can only assign those authorizations that he was
assigned to.
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Catalog Setup
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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Catalog Setup: Unit Objectives
At the conclusion of this unit, you will be able to:
Set up the mySAP CRM product catalog with specific documents
(like pictures) and texts
Explain how a catalog can be activated and replicated
Specify views for individual customers or customer groups
Add additional product information (attributes from the product
master)
Display your own catalog in a Web shop
Explain the product catalog export
function
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Catalog Setup
Catalog Setup
Collaborative Views
What is the catalog for? It enables customers to quickly access timely and relevant product information
via the Web.
Constituents of Catalog Management are:
Multimedia product catalog with detailed product information, images and files, customer-specific prices, and availability information
Catalog management tools to create, maintain, publish, and export multiple catalogs
Sophisticated catalog search to quickly find the right product
Side-by-side product comparison helps customers to make effective purchasing decisions
Customer-specific catalog views (set up by vendor or as a self-service by customer) to personalize
your customers’ Web experience
Personalized product recommendations
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Catalog Management - Features
Web UI
Define catalog hierarchies and variants:
Multilingual, multicurrency, multiple UOM’s
Comfortable catalog structuring via hierarchies
Unlimited numbers of hierarchies and variants
Add product attributes on a flexible base
Define catalog items:
In reference to items of product master
Add multimedia data (picture, sound,and documents)
Predefine product variants
Define accessory relations
Automatic/manual assignment ofproducts to catalog
Activate/Deactivate: Products/areas/Catalog
Publish catalog:
Initial and delta replication of catalog data
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Enhanced Search Results
highlighted
search term
total number
of products
no. of
available
result pages
number of
products
displayed
per page
Administered
link
The product search within the catalog works in many ways. The search can be switched to fuzzy/error-
tolerant, spelling errors will be ignored then. You can navigate through search results where the search
term is highlighted.• The search result is provided with:
• Number of products per page
• Number of results found
• Page counter
If your company runs a campaign within the web shop, it is possible to provide administered links in the
search result.
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Set Up and Distribution of Product Catalog
The product catalog is maintained via web based Catalog Management
and stored in the CRM system. After creation it is replicated to the
Index server. Multimedia objects are published to the Web server.
WebServer
J2EE AS
CRM System
Index
Server
Publishing
ReplicationProduct
Catalog
Web Server
Web Catalog
Admin
Product catalogs are used to present products in the Web (Web shop).
The product catalog of mySAP CRM E-Commerce is maintained in the SAP CRM system or via web
based Catalog Management and after that replicated to an Index server for fast access. For the same
reason, multi-media objects are published to the Web server. The index server enables access to thecatalog data quickly, and enables searching and browsing through the product catalog efficiently without
accessing the SAP CRM system. The index server is accessed directly from the J2EE Application
Server.
The product catalog is based on the CRM product master. In general, the material master data is
maintained in the SAP R/3 system and then transferred to the product master in the CRM system. In the
CRM system, the product master data is used to create one or more product catalogs for one or more
Web shops.
Replication to the Index Server:
The product catalog is replicated to the index server (structure, texts, and so on). Since an index iscreated on the index server, you can search through and select products in the product catalog quickly
and efficiently without having to access the SAP CRM system. The index can be updated on the indexserver at any time. The index is the database (file structure) of the product catalog in the Web.
All necessary settings for replication are done in transaction SRMO.
Publication to the Web Server:
A catalog usually contains binary data such as images, sound files and other MIME objects. Since the
IMS cannot process binary data, the MIME documents are replicated to a special directory on the Web
server. For the replication and publication processes, you must define HTTP and FTP settings.
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CRM System / Web Catalog Admin
Product Catalog: General Structure
Basic Data
Administration Data
Product Catalog
PCSHOP
Computer
Printer
Variants
Header
Views
Catalog Structure
Catalog Area
A product catalog in the CRM system consists of seven basic elements:
1. Catalog header
2. Catalog areas (structure of the catalog)3. Variants
4. Views
5. Catalog Areas
6. Item List within a Catalog Area
7. Item Details
The catalog header contains a particular catalog type and additional data that applies to the entire
product catalog (validity period, basic characteristic list, date of creation, last changes, and so on). The
characteristics list at this level is valid for all the products in the product catalog. It is used for general
characterization and in the Web catalog.
Catalog areas enable a product catalog to be structured and organized to suit the company's
requirements. The areas are arranged hierarchically and are unlimited in number. Different versions of a product catalog can be defined with catalog variants. A variant is always based
on the same dataset, but can be defined for different languages, currencies, price controls, or distributionchains (sales organization and distribution channel). If several catalog variants are defined, the same
dataset is used to create catalogs in several languages and/or with different pricing, for example.
Catalog views define the catalog areas/individual products that are displayed for a customer/target
group in the Web shop.
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Catalog Type
Type of product assignment
The usage of the catalog
Possible product types
Text determination
Document on area and item
level
Usage and format of productorder number
Type of product assignment
The usage of the catalog
Possible product types
Text determination
Document on area and item
level
Usage and format of productorder number
The catalog type defines:
Each catalog header contains a particular catalog type.
Definition of catalog types in Customizing: Path (IMG): CRM Master Data Product Catalog
Define Catalog Types
The catalog type determines the type of product assignment.
Automatic assignment: The products are transferred automatically to the catalog areas. This is done by
the assignment of a product category to a catalog area. The actual maintenance to the catalog item is
shifted to the product master.
Both manual and automatic product assignment can be used in a catalog, as long as the corresponding
catalog type was chosen. In a specific catalog area products can either be assigned manually or
automatically.
The catalog type also controls the text determination procedure for catalog areas and items and which
documents are transferred from the product master and which document types can be maintained within
the product catalog (the latter only for catalog areas with manual product assignment).
Once assigned, the catalog type of a catalog cannot be changed.
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Catalog Type: Manual and/or Automatic Assignment
Manual Item Assignment
Each product has to be assigned manually to a product catalog area
Automatic Item Assignment
The selected product category determines which product appears in
the catalog
Very flexible (all product data can be maintained
within the product catalog), much work to do
Less flexible (product data is retrieved from the
product master), fast catalog set up
Manual Item Assignment:
Product descriptions (texts, documents, attributes) can be changed and added on product catalog level
Active and inactive versions (work versions) for product items can be kept in product catalog sub-area
Accessories have to be chosen manually from the product master
Automatic Item Assignment:
No catalog-specific attributes can be used (only from product master)
No catalog-specific texts and documents on product catalog level (only from product master)
No product items can be added or removed manually
Products appear automatically with latest information from product master
Accessories are taken automatically from the product master
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Variants
Objective
To use one catalog (with the same dataset) for several languages,
currencies, pricing models, and distribution chains
LanguageSpecifies the language of the
product data
Currency, Currency 2Specifies the primary and secondary
currency
Sales organizationOrganizational unit – is used as a
default value to generate a sales
order created in the Web shop
Responsible Org.UnitIs used for partner determination
within created orders
Distribution channel
Organizational unit – is used as a default
value to create a sales order
Pricing procedure
Is used to determine prices in the Web shop
Unit of measure type
Specifies the unit of measure type for the
products in the Web shop
(base unit of measure, sales unit, for
example)
Service organization optional)
To combine service material and standard
products in one catalog
Required settings for each variant (selection):
You can define different versions for each catalog using the catalog variants. You can create catalogs
with the same dataset in various languages, currencies, or distribution chains by defining different
catalog variants. In addition to the required entries above, the following optional settings can be maintained for each
variant:
Valid from – valid to
Period in which the variant is valid
Customer group, value group, price list type
Optional entry fields for pricing, which are transferred to the IPC
Service Organization
- Material category DIEN
- Service organization as a field in the catalog variant
- Service material and standard products in one catalog
- Enables combined product and service offerings, with mutual cross- and up-selling
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TextsDocumentsBasic Data
Catalog Areas
Catalog Areas
Language-dependent texts
Load and save
local files
Document ID
Document type
Description
Language
Catalog area type
Area characteristic
list
Active symbol for
catalog area
PCSHOP
Printer
Computer
Catalog areas enable a product catalog to be structured and organized to suit the company's
requirements. They are arranged hierarchically and are unlimited in number.
Within the detail area the data can be entered. There are three tabs. To be able to change the data theareas have to be inactive. This can be achieved either by deactivating the area or by creating a work
version. If the area is deactivated and the catalog is saved, then the replication/export will no longer use
this area (and their sub areas as well even when they are active). A replication would then delete the
areas from the index and the web shop could no longer access them. A working version keeps the latest
active version for this purpose and the changing is done on a copy of the original.
Basic Data:
Here the area can be switched from active to inactive and vice versa by clicking on the bulb icon. Thework version is created by clicking on the button next to the bulb icon.
The catalog area can only be published on the index server if the catalog, variants, catalog areas, and
products are active.
Documents:
You can assign documents, such as images, to the catalog areas. These documents are then displayed in
the Web catalog when the catalog area is accessed.
Texts:
These texts are only published on the index server if the respective variant is published with the valid
languages.
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Catalog Items
Item List
Items
Product number
Product description
Active symbol for product
Administration data (created, changed, and so on)
Accessories
An item list is assigned to each catalog area (manually or automatically, depending on the catalog type
and the checkbox in the catalog area).
The item list shows all the products that are assigned to a catalog area. The product number, producttype, and product description are also displayed. The characteristics that were defined in the catalog
header and area are displayed at this level. These characteristics can be maintained if they are assigned to
the item list manually.
The products in the item list must be activated (manual assignment) if they are to be published. In
addition to the product catalog, the catalog variant and the catalog area have to be activated.
The item list can be exported to a local file; different formats are supported (HTML, simple text, and so
on) (only within the CRM-System).
The dropdown box For Variant can be used to filter the item list for a certain variant (sales line).
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Item Details
Item Details
Documents and texts for items
o Integration of different documents
o Language-dependent documents
o Language-dependent texts
Language-dependent texts
Description Language
Computer English
Product documents Item documents Texts
Multimedia objects, such as images, video/sound files, or texts, can be assigned to each product. After
replication, these documents are displayed with the corresponding products in the Web catalog.
Because the user logs on in a particular language, the system is then able to display to the user the textsand multimedia objects defined in that language. Otherwise, the language-independent texts and/or
multimedia documents are shown. This makes the job of deploying a multi-language Web shop much
easier.
Each document is saved under a document ID and classified according to the document type (thumbnail,
video, and so on).
Languages: In addition to the item description, the following objects of the catalog can be language
specific:
The name of the product catalog
The description of the catalog areas
The description of the catalog variants
The multimedia objects
The description of the catalog views
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Activation for publication
Deactivate to exclude from publication
Four activation levels:
Catalog header
Catalog variant
Catalog area
Product item
Activation/Deactivation
Required to release the product catalog
(and new or changed catalog contents)
Activate/deactivate: With this function, you can release product catalogs or catalog contents (new and
changed) for publication in a Web shop or you can deactivate these publications.
The publication entails four activation levels:
Product items: Releasing product items for publication
Catalog area: Releasing a catalog area with all its subareas for publication
Catalog variant: Releasing a catalog variant with all its active subareas for publication
Catalog header: Releasing a product catalog for publication
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1. A view represents a product catalog filter
2. Views can be used when catalogs are displayed in the
Web shop or for the XML export
3. Views can be assigned to business partners or target groups
Catalog Views
Catalog views define the areas/individual products(B2B shop: customer specific) that are displayed for customers in the
Web shop or that are exported via XML
View maintenance is pretty simple. Create a view by entering an ID and a description and then choose
the magnifier and select the areas and items you want to include in the view. Items are only selectable if
the area is of type manual assignment. Views and variants are different types of filters for catalog contents:
Catalog View:
- Mainly works as a filter
- Optional
Catalog Variant:
- Is more than just a filter; the parameters required for the replication (such as language, sales
organization, currency, and so on) are also defined
- Is a prerequisite for every catalog
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Create Views
Views are created in product catalog maintenance
In the details view of a defined catalog view, you can select the products or product catalog areas that are
to be included in the view.
You can choose the individual business partners or target groups for which the view will apply bychoosing Assign business partner .
The catalog view must be included in the definition of the Web shop. There are two options. If the view
is to apply for all visitors to the Web shop, it is entered in the Catalog view field. This setting is then also
valid for the B2C scenario. If the view is not to apply for all visitors, the Catalog determination field is
checked. The system then checks whether a view is assigned to the Web shop user, in other words, to the
B2B contact person who is currently logged on. If no view is assigned to this user, the same tests are
performed for the sold-to party for whom the contact person is responsible. The catalog determination
function only works in the B2B scenario.
For each catalog view, a partner/product range (PPR) is generated in the background. A PPR is used to
sell a particular range of products to a selected group of business partners (or target groups) within a
specified interval.
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Process of Catalog Determination
Contact person logs on
His/her sold-to-party is determined
System searches for catalog views assigned to the contact person; if not
successful it searches for view assigned to the sold-to-party (also over
target groups)
Catalog view ⇒ product catalog ⇒ catalog variant
with matching sales area
List of catalog variants to choose from, similar to shop list in standard
scenario
The user will only see areas and items contained in both the variant
selected and the view determined by the system
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Product Hierarchy Catalog Structure
Level 1 Level 1
Level 2 Level 2
Level 3 Level 3
Level 4 Level 4
.......... ..........
Set Up a Catalog Structure from a Hierarchy
A catalog structure can be set up by means of
a product hierarchy
To set up a catalog structure from a product hierarchy, you choose Edit and Transfer product hierarchy
from the menu in the catalog processing transaction. This means that the catalog structure is proposed
from the structure of the product hierarchy. All the products assigned to the hierarchy (on the Basic Datatab of the product master) are automatically drawn into the appropriate catalog areas using their
assignment to the product categories within the hierarchy.
There are two prerequisites here:
A variant must be defined for the catalog in advance.
The products must be maintained for the distribution chain defined in the catalog variant.
To create a new catalog, and to save time, entire catalogs or individual catalog areas can be also be
copied (either directly or in a scheduled job if you have big catalog). Thus a new catalog can easily be
compiled from existing catalogs/catalog areas.
If a (source) catalog is to be copied as a whole, use Copy in the main Web screen for product catalog
management. In this case, the new catalog must not yet be defined.
Please note: If you copy from a product catalog of the type manual product assignment or both, you can
choose for the type of your new catalog only between manual product assignment or both. If your source
catalog is of the type automatic product assignment you can also choose manual product assignment as
the type for your new catalog.
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Adding Product Attributes to the Catalog
List of Catalog
Characteristics
Attribute
(product master)
catalog header catalog area
Set Up
Use
Set Type
(product master)
standard
characteristic
master characteristic(refers to field in product
master)
A catalog item characteristic (e.g., color, size, and weight) is used to describe products in product
catalogs. Catalog item characteristics are assigned to a catalog characteristics list, which in turn is
assigned to a catalog header or to a catalog area. In a Web catalog, you can use these catalog itemcharacteristics to search for a specific product.
There are two types of catalog item characteristics:
Standard characteristic: The catalog item characteristic defines a product characteristic that is only
relevant within the product catalog. The value (e.g., green) of this characteristic (e.g., color) needs to
be assigned directly within each catalog.
Master characteristic: The catalog item characteristic refers to a field in the product master set type.
This means that the characteristic values are determined from the corresponding field in the productmaster record. They cannot be changed in product catalog maintenance.
List of Catalog Characteristics (LOCs) are also used to filter products.
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Replication of Product Catalog
Input Parameters
Run Parameters
- Product Catalog- Variant
- Search Server Relation
- Publishing Computer ID
- Package Size for Indexing
- Overwrite Existing Indexes
(only in SAP GUI)
- start/end date and time
The relevant product catalog data has to be activated
before the initial replication is started.
Initial or Update Replication of Product Catalog
Initial Replication Parameters
In order to be viewed in a Web shop, catalogs (actually catalog variants) must be replicated.. Replication
is the sending of data to TREX, which builds or updates indices that contain area, product and attribute
information. Documents are published to the Web server (via ftp or http).Initial Replication (Tx COMM_PCAT_IMS_INIT):
Performance is considerably improved if the replication runs as a background job (F9) in transaction
COMM_PCAT_IMS_INIT.
Replication without publication is possible, but not publication without replication.
Overwrite existing indexes should be used with care, because it deletes all the old indexes and re-
configures the index server.
If you have a large product catalog in a productive system, the replication process can take several hours.
The Web shop must be closed during this time (only available in SAP GUI).
Via Web Catalog Management, replication can be scheduled.
Update Replication (Tx COMM_PCAT_IMS_UPDA):
An update replication can be performed at any time after the initial replication.
When catalog data is changed, the system recognizes this by using ALE change pointers to the modified
fields. This means that only the data which has been changed is transported.
In report COM_PCAT_IMSD_CP_SHOW you can see all changes, which are taken into account by the
update replication.
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Single Replication (Tx COMM_PCAT_IMS_SINGLE)
Changes specific catalog data based on user input on selection screen.
Creates/updates S-Index (es).
Indices are a data source for the representation of the product catalog and search functionality in CRM
E-Commerce application and are stored on the TREX.
S-indices: A LOC may be assigned to a catalog area supporting an additional set of attributes for the
products in this area.
imsAdmin: Tool for interactively searching in TREX index: You access this Web application via the
URL: http://<webserver:port>/imsadmin/ui/init.do.
Replication logs are found in transaction SLG1
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Documents (e.g., images) can be displayed in the Web shop for
…
Products
Catalog areas
Best sellers
...
Assignment of Documents
result
Use of the Business Document Service (BDS)
Standard document types are supported by the Web shop JSPs
out of the box
Documents (e.g., pictures) can be assigned to the specific products or catalog areas in the product
catalog. These documents are then displayed in the Web shop, together with the corresponding product
or catalog area. You assign document types in the product catalog; for catalog areas under the area header section, for
products under the catalog item detail section.
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Document Types in the Catalog
E x a m p l e o f a c a t a l o g p a g
e
Notebooks
More comfort means better time utilization
Think about your mobile equipment, your
activities around the world
Product list
“Protecting your laptop from damage" (PDF)1)
Document
3D area screen as O2C
PDF document (area)
Document type
ECO_O2C
ECO_PDFA
Document
PDF document (item)
Document type
ECO_PDFI
Within other catalog areas you will find other
useful accessories.
Notebooks
are built in
europe and
have the most
exciting
features.
Documents on area level
Documents on item level
You maintain the document types that can be assigned to a catalog area and/or item in the Customizing
(see CRM IMG: Web Application Server SAP Web Application Server Basis Services
ArchiveLink Basic Customizing Edit Document Type). Note that the Web shop templates must be adapted to visualize new documents within the Web shop.
The language controls the publication of documents in catalog variants. If language independent is
selected, the document is valid for all the languages defined in the catalog variants.
Each document is saved under a document ID and classified according to the document type (thumbnail,
video, and so on).
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Document Types in the Catalog – Configuration
5. Maintain texts for products, items or areas
6. Replicate and publish catalog
1. Document Class
2. Document Type
3. Templates for Folders
4. Catalog Type
Configuration Steps:
C u s t o m i z i n g
Document
PDF document (item)
Document Type
ECO_PDFI
Document
3D area screen as O2C
PDF document (area)
Document Type
ECO_O2C
ECO_PDFA
7. Change JSP User Interface
Define document class: SPRO SAP Web Application Server SAP Web Application Server
Basis Services ArchiveLink Basic Customizing Edit Document Classes
Define document type: SPRO: SAP Web Application Server SAP Web Application Server BasisServices ArchiveLink Basic Customizing Edit Document Type
Define templates for folders: SPRO: CRM Basic Functions Content Management Define
Templates for Folders
Maintain catalog types: SPRO: CRM Master Data Product Catalog Define Catalog Types
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Text Determination in the Catalog
E x a m p l e o f a c a t a l o g p a g
e
Notebooks
More comfort means better time utilization
Think about your mobile equipment, your
activities around the world
Product list
Protecting your laptop from damage (PDF)1)
Text
Area headline
Area description
Text type
Z001
Z002
Text
Item description
Text type
Z005
Within other catalog areas you will find other
useful accessories.
Notebooks
are built in
Europe and
have the most
exciting
features.
Text on area level
Text on item level
1) PDF: portable document format
Side text
Footer
Z003
Z004
The product catalog in the CRM system enables you to load and save text files in a local file system.
This allows existing text documents (description of catalog areas) to be reused.
These texts are only published on the index server if the respective variant is published with the validlanguages.
Catalog Area:
According to the Customizing settings for the catalog type, one or more texts can be entered in
different languages.
Customizing path is CRM Basic Functions Text Management Define Text Objects and Text
Types. The text object used is PCAT_CTY and the text IDs are 0001 0002 and 0003 but they are
changeable.
Customizing path is CRM Basic Functions Text Management Define Text Determination
Procedure. Choose PCAT_CTY and the determination procedures can be entered that are used in the
catalog.
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Text Determination in the Catalog – Configuration
5. Maintain texts for products, items or areas
6. Replicate catalog
1. Text ID for PCAT_CTY/PCAT_ITM
2. Text Type
3. Text det. procedure
4. Catalog Type
Configuration Steps:
C u s t o m i z i n g
Text
Item description
Text Type
Z005
Text
Area headline
Area description
Text Type
Z001
Z002
7. Change JSP User Interface
Side textFooter
Z003Z004
Templates
Text ID and text types:
IMG activity: Define Text Objects and Text Types
Text determination procedure:IMG activity: Define Text Determination Procedure
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Web Crawler Features
Web crawler enabling:
Catalog products can be registered with Internet search
engines like Google™ or AltaVista™
Consumers using these search engines are able to find the
registered products
From the search result list, the consumer can navigate directly to the
product details and can place an order
Available for B2C scenario
Web crawler enabling means: the products of your companies web shop can be registered in search
engines like Google™ in order to get direct links to products of your company’s web shop in someone's
search result. That means a potential buyer using the search engine, can directly switch from the search result to the
product details in your web shop and place an order.
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XCM Settings for Product Catalog
Enable fuzzy
search
Allow
administered
links
The fuzzy search and administered links are settings available in the Extended Configuration
Management.
Web crawler enabling for B2C is standard and available without new settings
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XML Export of Product Catalog
Catalog Data
Business Partner
Connection Parameters
Export ParametersProduct catalog
Catalog variant
Version (active, inactive)
Business partner number
(used for individual pricing)
Use SAP Business
Connector
or download files
(output parameters)
CRM
ProductProduct
CatalogCatalog
XML
To marketplaces
Or printed catalogs
…
To marketplaces
Or printed catalogs
…
The xml export function is used to export a catalog variant of a product catalog to a business partner. See
transaction COMM_PCAT_EXPORT and COMM_PCAT_PROFILE.
A business partner is needed as in general, with each business partner a certain format and transport
mode is arranged. An update of the catalog is possible, as after each successful export the date and time of this export is
stored in the profile
Export profile:
Prior the catalog export you need to create a export profile (Tx: COMM_PCAT_PROFILE).
The format of the product key with the XML can either be product ID or product order number.
The multimedia profile defines the handling of attachments and is defined in the customizing.
Selection of the transport mode:
Use Business connector
- The RFC Destination to the business connector that should be connected and the mapping format
can be entered. Mappings must be programmed in the business connector package. The goal part
defines where the result is stored. File system is relative to the server where the business connector
is installed. Http Service and Routing rule are managed in the business connector. For more
information please read the documentation there.
File download
- Two different behaviors (if note 659013 is implemented) . If the export runs as a dialog job the path
is relative to the presentation server. As batch job the path is relative to the application server.
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You can decide whether the file created for the XML export should
contain product order numbers or the product ID
Product Order Number
Product
catalog
with
Product
Catalog ID
WS09
Product order numbers are only relevant for
export for the catalog (not for the shop)
XML Export
CRM
You can determine whether the catalog ID is placed at the beginning or the end of the product number.
Global Customizing of the product order number cannot be changed, while there are catalog types (in
existing clients) which are using the product order number assignment.
Product order numbers are not saved in the database.
BAdIs for enhancing the functionality:
PON_ENCODE
PON_DECODE
Global Settings for Product Order Numbers:
IMG Path: CRM Master Data Product Catalog Global Settings for Product Order Numbers
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External Catalog Integration: Overview
Product
catalog
External
product
catalog
3rd party spare parts catalogs
B2B Web shop
SAP CRM
Within the Web shop an external catalog can be used. Catalogs like Enigma or Docware contain a lot of
additional information about products. The customer calls the external catalog via a link, chooses the
products, and then transfers these products to the Web shop basket. Prerequisites
The Web shop application B2B has been deployed. For the B2C Web shop, the external catalog
integration is available on a project basis.
The XCM application configuration (old: scenario) that has been created with the help of the XCM
Administration Tool needs to be based on one of the following configurations delivered by SAP:
- b2bWithPortal
- b2bWithUME
- b2bCRMstandard
Additionally, the configuration needs to have the value javabasket for the parameter basketdata.
The products of the external catalog must be maintained in the CRM product master.
No support of configurable products.
The OCI describes how to pack these items’ attributes in a HTML-formatted request or in an XML-
based document that can be sent via an HTTP-Request.
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External Catalog Integration: Customizing
Settings in XCM
Dummy Catalog
Settings in Shop Management
Shop Management:
A CRM catalog is needed for the following header information: Sales organization, distribution channel,
and language. The CRM Web shop can be built up with just the external catalog. An internal catalog is
needed for the organizational data and needs not to be replicated. Extended Configuration Management (XCM)
Since CRM 4.0 all OCI parameters moved from Web.xml to the XCM.
XCM parameters:
ociReadAllProductData: All basket relevant information’s reading from OCI. If true:
1. The ProductIdVendorAssigned field is taken into account, if this is empty the ProductID field.
2. The external catalog has to provide the CRM product number in this field (product ID needs to exist
in CRM).
3. The price, currency, price unit, and product description will be transferred from the external catalog
(additionally to the quantity, product ID and unit of measurement). A prerequisite for that is that the parameter ociForm is set to XML and the OCI Version 3.5 is used.
ociAllProductsInMaterialMaster: All products are known in the backend (needs to be true for CRM E-
Commerce).
forceIPCPricing (javabasket): True = prices will be recalculated by IPC. If is not set to true, the customer
will first see the transferred price but after the order simulation the CRM specific price.
isInternalCatalogAvailable: Do we read any information from the internal catalog? The default value is
true, as we need the header data from the CRM catalog (true fast order entry is enabled).
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The following attributes are relevant for the basket:
Product
Quantity
Unit of measure
Product description
Gross price
Net price
Currency
Userexits:
Change catalog URL:
The customer should see a catalog that shows only products relevant for him or her (customer specific
views on external catalogs). The external catalog handles this by individual URLs for each user.
User Exit in isa.isacore.action.oci.OciGetCatalogURLAction
Modify item list (retrieval of further data from the external catalog).
Add additional fields to the item list.
User Exits in isa.isacore.action.OciReceiveAction
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Catalog Setup II
Catalog Setup
Maintenance Web interface/SAPGui)
Structure
Views
List of Characteristics
Documents
Texts
Enhancements
Catalog Export
Collaborative Views
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Contact Person
Employees in the same
company as the
superuser)
Contact Person
Employees in the same
company as the
superuser)
Catalog ViewsCatalog Views
Collaborative Views: Overview
Superuser
on customer-side)
Superuser
on customer-side)
Computers
Printers
Computers
Scanners
r
e
t
e
s
r
e
t
e
s
In
Web
Shop
In
Web
Shop
Collaborative Views enable customers to change their catalog views in self-service.
Process flow:
The customer’s administrator (super user), who is authorized to create catalog views for employees
(contact persons) of the company, logs on to the Web shop.
The administrator creates new catalog views from the whole range of products in the catalog and
assigns them to employees.
Employees log on to the Web shop and see their assigned catalog views. The search is limited to the
products, which are part of the catalog view.
The owners of the Web shop save maintenance, effort, and time by having the Web shop customers take
over this task.
Collaborative Views can be based on the views that the Web shop administrator has created (on the
vendor-side).
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Collaborative Views: Maintenance and Assignment
Using a Web-
based interface
Using a Web-
based interface
View Maintenance
Assignment of
Employees
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Order and Contract Processing
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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Order and Contract Processing
Order Processing
Batches and Product Determination
Free Goods
Contracts and Contract Negotiation
The following functionality can be found in Catalog and Order Management:
Contract Negotiation
RFQ Processing
Batches
Product Determination
Free Goods functionality
Support of Bill of Material Explosions
Backorders
Paging in large documents
Customer Specific Views for External Catalogs
OCI Enhancements
Web Catalog Management
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Order and Contract Processing: Unit Objectives
At the conclusion of this unit, you will be able to:
Point out the ordering features with CRM E-Commerce
Set up requests for quotations Maintain the organizational data for the Web order
Set up product determination and contract negotiations
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Order and Contract Processing I
Order and Quotation Processing
Batches and product determination
Contracts and Contract Negotiation
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Quotation and Order Management Overview
Browses in catalog and
adds products to the
shopping basket or
enters product ID directly
in the shopping basket
Customer
Adds item and header
specific data (like
requested delivery date,
text messages,etc.) and
creates order
Customer
Gets order confirmation
with order number and
e-mail notification
Processes order
Checks order and
shipping status, and
can change order
depending on status
Receives delivery and
pays invoice
Customer
1
2
34
5
6
Customer
Vendor
Customer
Quotation and Order Management is the main scenario within SAP’s Key Capability E-Commerce.
It comprises the main processes of SAP’s webshop solution like “Inquiry Processing”, “Quotation
Processing” or “Sales Order Processing”.
E.g. “Sales Order Processing” describes the typical process a shop user will experience if he uses theshop:
First he finds products in the catalog and adds them to the shopping basket,
Second, he maintains all required data in the shopping basket and sends an order
Third, he gets an order confirmation.
Afterwards it is the vendor’s turn to process the order.
The shop user can check his order and sees at any time the latest status information.
The sales process is finished when he has received his products and made payment.
The main functional components for Quotation and Order Management are
the web catalog,
the shopping basket,
the order status information.
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The transaction type used for Web orders
in the CRM system is specified in the Web
shop profile
For the B2B scenario, a transaction typegroup is assigned that contains the valid
transaction types
Transaction Types for Web Orders
Web Shop
Internet
- Transaction Type (ZIS)
Basic function: Pricing Determination
Partner Determination
Text Determination
- Transaction Type (ZIS)
Option to redetermine pricing
CRM System
The transaction type/s used for CRM E-Commerce orders is specified in the Web shop profile. This
transaction type controls the processing of the basic functions in the CRM system.
Within B2B, the Web shop customer can use multiple transaction types for creating orders and
quotations. This allows Web shop customers to specify their various needs, for example, to select between an express order and a standard order. This ensures that the logistical fulfillment process can be
influenced initially by the customer. It is possible to exclude certain transaction types for specific
customer groups or individual customers.
The same transaction type is used to create sales orders in SAP R/3. When orders are transferred to the
SAP R/3 system, certain basic functions can be performed again (such as pricing).
Order status
On header level:
- Overall status (can be open in case of order related billing)
Open/Completed
- Delivery statusOpen/Completed (set if all items are completed)
On item level:
- Open,
- Partially delivered (set if deliveries exists but not yet completed),
- Completed
- Cancelled
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The display of Schedule Lines in Order Status is an often required feature in webshops: If the required
quantity of an item cannot be delivered completely, schedule lines in the CRM sales order display the
remaining quantity and the expected delivery date of an item. Since this information is crucial for many
customers, it is also available in the order status which is displayed in the Web shop.
The ‘Display of Incoterms and Payment Terms in Order’:In order to provide more information about
delivery and invoicing for ordered products, incoterms and payment terms are displayed to the Web shop
customer during order processing.
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Multiple Transaction Type - Shopadmin
Configuration of the transaction group is done in the IMG: CRM E-Commerce Basic Settings
for E-Commerce Define Transaction Type Group
Then the transaction type group is assigned to the web shop profile
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00R/3 dummy division
Division not active
You maintain within the variant of the product catalog the:
Sales organization
Distribution channel
Responsible organizational unit
The division (at item level) is determined from the product master
The division (at header level) is defined in the IMG
The sales office is set in the Shop Management
Basic Data
Catalog Variant Sales Organ. DChan Pricing.. UoM T ype Organisation …..
VAR_D Sales US RVCEU130 Base un..
Organizational Data of the Web Order
ZISTransaction type Sales via Internet
O 50000612Sales Office
Enable offer creation
Order
US Office Internet Sales
The sales office is assigned to the Web shop (optionally). Within the Web shop it is checked if the sales
office is compatible to indirect assigned sales areas data. The sales office can be used for the catalog
determination. The standard CRM organizational data determination for the sales organization and distribution channel
can not be applied for the Web shop order. The sales area data from the catalog variant is transferred to
the order at order creation time.
Responsible organizational unit: If no responsible organizational unit is maintained within the catalog
variant, the CRM system will start an organizational determination for this unit.
The determination of responsible organizational unit is time consuming.
More than one possible responsible organizational unit could be determined, but in web application no
selection dialog possible therefore may not have the correct responsible organizational unit
assignment.
Solution:
- Maintenance of responsible organizational unit in the product catalog variant.
- Should be on sales office level or lower (if Web shop contains sales office) to assure data
correctness.
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Optional:Determination of Responsible Organizational Unit
Determination Rule
Attribute
(e.g. Country,
Region)
Organizational Model
Responsible
Organizational Units
Evaluated Attributes
Country: US
Region: MA
Transaction Type
Org. Data Profile
Sales Order
Business Partner
Determination Rule
Org. Data Profile
If no responsible organizational unit is maintained within the catalog variant, the CRM system will try to
determine this unit via the logic illustrated above.
When determining organizational data, the system uses the organizational data profile rule that wasassigned to the transaction type used in the IMG of the CRM system. The determination rule is derived
from this organizational data profile. This determination rule determines which fields are taken into
account when the system determines organizational data from the document data (country and region of
business partner, for example). Using the evaluated attributes from the CRM document, the responsible
organizational units are determined via the attributes of the organizational model or through defined
responsibility.
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Business Partner Hierarchy
Business partner hierarchy:
Business partner hierarchy enables users to create orders,
quotations, and so on for other Business partners in the
hierarchy
For example companies that are related to each other(main dealer and its branches) can create order for
companies in the hierarchy
Business partner hierarchy supports the concept of a “business partner family” whereby there are parent
– child relationships which can be represented in the structure. In this case, business partners assigned
as “parent” have the ability to create orders and view order status not only for their own company butalso for any of the business partners that are assigned to them as “children”.
The order management capabilities will support these relationships and validate them against the
business partner hierarchy. If the Web shop customer is a parent business partner, he will be presented
with the option of viewing or creating orders for himself or for one of his “children”.
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Delivery Priority
Delivery priority
Can be assigned to a material or to a combination of
customer and material in mySAP ERP (SD)
Proposed values can be changed Set delivery priority on header and item (only B2B) level
in Web shop
Selected delivery priority is forwarded to ERP (SD)
The E-Commerce B2B and B2C scenarios can allow Internet customers to enter a delivery priority in
the shopping basket. This extended feature provides a better way for Web shop customers to indicate if
the order is urgent or not. The delivery priority field is provided for input at the sales order header oritem level in the B2B shop. In the B2C shop the delivery priority is only on header level.
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Unit of Measure Selection
Direct entry of UOM (Unit Of Measure) in B2B
Direct entry of UOM in order, quotation and contact negotiation
New line items: Entry field for UOM to speed up entry of multiple line
items
Direct entry of UOM (Unit Of Measure) in B2C
Dropdown box in case more than one valid UOM in basket
If you enter the unit of measure you are not restricted to use the options in the dropdown field, you can
enter it directly into the input field.
Further, the B2B scenario has been enhanced to allow a Web shop customer to select the correspondingUnit of Measure of a product during initial order entry, rather than only in the shopping basket page.
This feature provides a more efficient order entry.
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Bill of Material Explosion
Sales BOM (Bill Of Material)
Formally structured list of the components that make up a product
Consists of BOM header and BOM items
Components are exploded as sub items in the shopping basket, a
message indicates the explosion
Shop settings control the display of subitems (BOM explosion) and
subitem details
Within order entry and order status, structured products (set, display, lot) are visualized with their
components via a so-called bill of material explosion. This allows Web shop customers to get a detailed
overview of how a structured product is composed. All sub-items of a main item are displayed. Hints on master data preparation:
• A BOM product should have a proper item category group like ‘LUMF’ (pricing on components)
or ‘ERLA’ (pricing on main product)
• Check BOMs in CRM in COMMPR01
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Bill of Material Explosion - XCM
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Support of Free Goods
Free Goods
Inclusive - these are free good items which are included in the
order quantity. For example, if a customer orders 10 pc and thereare 2 inclusive goods for free, then the customer will only pay for
8 pc.
Exclusive - these are free good items which are given in addition
to the order quantity. For example, if a customer orders 10 pc and
there are 2 exclusive goods for free then the customer will pay for
10 pc and receive 2 additional pc for free
The E-Commerce B2B and B2C scenarios support the automatic determination of free goods items.
This allows the Web shop owner to give free goods to customers based on certain factors.
The viewing of orders, whether created in SAP CRM or SAP ERP, supports the display of these freegood items. This extended feature provides a way for Web shop owners to offer free goods to Web
shop customers. For example, a web shop customer buys five pieces of a certain product and gets one
for free.
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Support of Free Goods - XCM
Steps for free goods setup:
Prepare proper condition customizing within the IMG of the CRM database I
- IMG -> Customer Relationship Management -> Basic Functions -> Free Goods -> SetUp Free
Goods
Maintain/check component basket in XCM
- http://<server:port>/<b2b or b2c>/admin/XCM/init.do
- check parameter ‘freeGoodsEnable
- check parameter ‘freeGoodsShowWarningMessage
Maintain Free Goods condition records
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Change ship-to address
For whole basket
For line items
Add notes
For whole basket
For line items
Define delivery dates
For whole basket
For line items
B2B Web Shop: Shopping Basket
Change ship-to
address and delivery
date per item
Header notes
Line item notes
Availability check: Using either SAP R/3 or SAP Advanced Planner & Optimizer (APO)
Delivery type:
Normal, express, 24h, and so on
Display of relevant shipping conditions
Order Details:
APO infos (if flag in the shop’s master data is set)
Remaining quantity (shown in ordered UOM)
Delivery address (shown only if different from header)
Deliveries
Date (can vary from creation of delivery over goods issue date to actual delivery date at customer
location, depending on SAP R/3 customizing)
- Unit of measurement (in delivery UOM)
- Link to external package tracking (like UPS, DHL, and so on – separate call to SAP R/3)
- Badi for modification of order detail: BAdI CRM_ISA_STAT_DETAIL
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B2C Web Shop: Payment Forms
PaymentPayment FormsForms
Invoice (default payment type)
Credit card
Cash on delivery
To change settings of payment types
Exclude payment forms
Propose payment forms
Implement BADI
CRM_RISK_MGMT_BADI
In the B2C Shop you can offer your customers the following payment forms:
Invoice
Payment card
Cash on delivery
In the standard system, the invoice is the default payment form.
In the CRM system, the Business Add-In (BADI) CRM_RISK_MGMT_BUDI is available.
Using this BADI, you can:
Exclude payment forms
- If you think the invoice payment method is too insecure, you can exclude this payment method
using the BADI.
Propose payment forms
- Using this BADI, you can set the system to automatically propose cash on delivery to yourcustomer in Internet Sales.
Code example:
Method IF_EX_CRM_RISK_MGMT_BADI~GET_PAYMENTTYPES
CV_PROPOSED_PAYMENT_TYPE = 1
Endmethod
Cash-on-delivery is checked in the Web shop by default
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Status Management/Workplace
B2C Web Shop
Transfer
Creation of a sales
order with long text
Sales order with long text
Flow control
(Workflow)
Workflow work item for
employee responsible
Order
processing
Status changed/
order releasedNot transferred
to SAP R/3
CRM Customizing
CRM System
In the B2C Web shop of CRM E-Commerce the customer can enter a long text in the header of the sales
order.
With the help of the workflow long texts in sales orders, the employee responsible is informed that anInternet order has been entered with a long text, and is asked to post process this sales order.
This scenario is only valid for texts at header level of the sales order, in other words, only in the B2C
scenario (text type 1000).
Customizing: Choose Text Type 1000 in the Header Customizing (Business Transaction Types: Sales)
of the transaction type used for the Web shop.
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Paging in Large Documents
Improved handling of large documents
Search for item numbers by range
The change header mode allows header changes only, however
when item relevant header data is changed a re-determination of
products and campaigns can be triggered In the event of an ambiguous result the user is asked to resolve the
conflict manually
Paging functionality is provided to Web shop customers. This functionality is extremely helpful when
paging in large documents with many line items. The Web shop customer can search via different input
parameters, for example, product number, product description or status information, for certain lineitems included in the order. Afterwards, the customers can make their changes at header or item level.
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CRM System
Automatic Sending of Web Order Confirmations
Web order created
Smartforms called
Mail send
Action triggered
Three options for the order confirmation of the Web order:
In Web shop
E-mail triggered via actions in CRM:
- Customizing Path: IMG: CRM Basic Functions Actions
- Path Smartforms: TX: SMARTFORMS
Output determination in SAP R/3
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Backorders in the Webshop
Back orders:
Orders containing items
that are due (requested
quantity is not totally
confirmed as it relates to therequested delivery date)
Selection of back orders in
document search
Display of back order items
in work list shows back
order items from multiple
orders
The shop user has the chance to check his backorders in the B2B shop.
They can use the document search to select backorders and get a list of backordered items coming from
the APO system.
They can also see in the order status if an item is backorder.
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RFQ: Settings in the Web Shop Profile
Shop Management
General Information Catalog Order Marketing
There are two quotation types (you can use just one type for each Web shop):
1. Lean or Simple Quotations:
A quotation is created based on the transaction type used for orders in the Web shop (like TA or
ISBB)
Extended by date profile to carry validity date (i.e. QUOTE001)
If this type of quotation is requested, the same document is converted into an order.
Status: Open (can be ordered immediately), completed
2. Request for Quotation (RFQ, CRM Quotation):
The transaction type for quotations is taken from the field Order Type for quotations, and may differ
from the transaction type for orders. The AGIS transaction type (Quoation for Internet Sales)delivered by SAP, enables you to obtain a quotation (RFQ) with release and authorization procedure
in one scenario. The request for the quotation takes place in this case by creating a follow-up
document (by copy control).
Are real CRM quotations.
Standard process type AGIS
Status profile: CRMQT_IS
Action profile: QUOTATION_IS
Status: open, confirmed (can be ordered), accepted (ordered), expired (end of validation date reached)
Quotation and Order are linked via DOC_FLOW.
With note 646089 it is possible to handle cancelled positions in ISales.
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RFQ: Creation
Add note to ask for discounts and rebates
B2B Web Shop
RFQ Processing
A Request for quotation (RFQ)
Is an inquiry by the customer
In technical terms is a quotation with a specific status
Internal employee releases the RFQ by modifying the status
Customer can then place an order with reference to the
quotation
With this process, a Web shop customer can get a quotation for one or more articles from the product
catalog. The process includes accepting and confirming quotations. The Internet user gets special
conditions for the products required and has the option of requesting a quotation.
In technical terms, a request for quotation (RFQ) is a quotation with a specific status. Negotiation process: Employee releases the RFQ by changing the status.
Prerequisites for the Request for Quotation (RFQ) Processing
• You have set the Request for Quotation flag in the Shop Management application to enable
requests for quotations.
• You are using the standard delivery transaction types AGIS and ISBB in your Web shop.
Available status:
• 1. Request for Quotation (CRM quotations):
- Open
- Confirmed (can be ordered)
- Accepted (ordered)
- Expired (end of validation date reached)
• 2. Lean or Simple Quotations (ISA quotations):
- Open (can be ordered immediately)
- Completed
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RFQ: Release Process
In the employee's CRM Inbox the RFQ appears, the employee
can maintain the price and the text
Within CRM you can change the status of the quotation and assign a price manually.
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Order and Contract Processing II
Order and Quotation Processing
Batches and Product Determination
Contracts and Contract Negotiation
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Batches
Icon indicates a batch
product and expands
the fields below
For scenario one:
enter a specific batch number
What are batches?
Materials that require such precise identification,
for example pharmaceutical products,
are identified and managed in stock not only
according to material number, but also according
to batch number .
Two business scenarios supported:
1. Reorder of batches
• Customer can type in the batch number
• Batches can also be selected from the drop down box
• Entries of the drop down box are filled by a BADI (CRM_BATCH_ISA_BADI) which by
default calls into R/3 (batch master records are not replicated to CRM)
• Batches are only supported in the shopping basket, not in the catalog
2. Input of batch selection criteria
• Customer can enter batch selection criteria for batch products classified accordingly (batch
class 023)
• Batch selection criteria are used for ATP-check and forwarded to follow up documents
• Batch determination takes place in SAP R/3 at point in time of delivery processing
Prerequisite:
• SAP R/3 4.6b or higher
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Batch Determination
Example for scenario two:
Customer can enter batch selection
criteria for product BM_1000
Steps for customizing:
Sys ToDo
R/3 Setup master data (class, characteristics, product, batches)
R/3, CRM Synchronize the customizing settings of the classification
CRM Assign product set type COMM_PR_BATCH
R/3, CRM Initial data transfer of classification data
R/3, CRM Initial data transfer of products
CRM Check data (class, characteristics, product)
CRM Definition of BADI for: value help batch, input check batch, filter ISA
characteristics
CRM Setup B2B master data (shop, catalog, customer..)
ISA Customize shop for batch handled products; set the flag Batch Processing
Permitted in web shop admin under the tab Order .
If the product is handled in batches and the Web shop supports batch processing, the user is able to
maintain batches.
Note: Batch processing is only supported for the B2B scenario and only in the shopping basket, not in
the product catalog.
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Product Determination
Product Determination
Two Scenarios:
Customer supports several material codes to identify product
Customer uses condition based product substitution
Relevant to quick order entry of the B2B scenario
Customer can use different customer specific product numbers
during order entry
Product determination maps to general CRM product number
1:n relationship possible (customer specific: CRM product number);
in this case a pop up appears and the customer can then select the
required product manually
Customer specific product number is stored within the CRM order
and is also transferred to SAP R/3
The target of the customizing feature Product Determination and substitution is to enable the SAP
Internet Sales for B2B, to handle entered product ids that resolve to more than one system product
ID and to support the substitution of a product by another product. As long as the determination results in a single system product ID, no user interaction is necessary, but
there may be situations when an entered product ID matches more than one system product ID or
substitute products. In those cases the user will be asked to choose the correct entry from the found
system product IDs, respective of substitute products.
If product determination has taken place, the information as to what system product ID an entered
product ID was mapped to can be shown in the shopping basket, dependent of Customizing.
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Product Determination in the Webshop
Step one:
Enter product in the fast entry mode
Step two:
Product number is not unique and
customer has to choose the correct
entry
Step three:
The chosen entry is transferred into
the shopping basket
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Product Determination/Alternative ID
Situation after product
determination has taken place
Customer sees to what system product iD
an entered product id (e.g. partner product
number) was mapped
entered product number
system product ID
(to show this information is customizable)
Steps for customizing:
Settings for CRM
Define a profile for alternative product Ids in Customizing. For this, choose Customer Relationship
Management → Cross-Application Components → SAP Product → Alternative Product IDs →
Define Profiles in the Implementation Guide.
Assigned the profile to the required transaction type in Customizing.
For partner products, maintain partner product in the product master.
For GTINs, maintaine these in the product master.
Settings for Internet Sales:
Set the flag Display product determination information in the Web based Shop Management Tool
http://<web server>:<port>/shopadmin/shopadmin/init.do
under the tab Order to see the system product ID and the reason for substitution at item level.
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Order and Contract Processing III
Order and Quotation Processing
Batches and Product Determination
Contracts and Contract Negotiation
Within CRM sales contracts, you can define:
Target value and/or target quantity, price agreements, releasable products,and completion rule
Dates and date rules, actions that are planned and triggered automatically, cancellation dates and rules
A contract can contain one or more products which can be grouped (for example, by a partner product
range)
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Overview: Distribution of Contract Data
SAP CRM
Distribution of Order Data
Creating Order Selection of Contract Data
Replication of Contract Data
SAP R/3
B2B Web shop
Access to contract data through
catalog browsing or
contract browsing
Completion of a Contract
You can customize whether the target value or quantity of the contract:
- Can be exceeded
- Cannot be exceeded
- Can only be exceeded once
The system should automatically set the status of a contract to completed when the target value or
quantity has been reached.
Actions for contracts
You can create follow-up documents like a Phone Call
If the released value < 90% of target value
One week before contract end date
You release products from a sales contract by submitting a sales order:
For the release order you can use the standard sales order type.
The date of the release order should lie within the contract validity period. Otherwise, the system
issues a warning.
The system updates the quantity and/or value released and records it in the contract.
Before you can release products, you have to release the items in the contract.
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Display of Contract Data within the B2B Web Shop
Catalog Browsing
Order
+ Contract call off
Contract Browsing
Login to B2B shop
When ordering products, the corresponding contract numbers and items are transferred to the shopping
basket, allowing for request orders (or call offs) from contracts
In the catalog customer contract specific data can be displayed. It is freely customizable which contract
specific fields appear within the: Product list in the catalog
Product details view in the catalog
Contract view
Hints:
Contracts offered for browsing are restricted to the distribution chain of the catalog variant
No manual entry of the contract in the item line of the order entry, since assignment and change of the
contract is not supported by CRM order after item creation
No search for contract number or attributes within catalogs (data are not available on the search index)
No search for products within contracts
A contract can contain one or more products grouped by a partner product range
The customer can access a list of contracts for a sold-to party
Determination of contract item price:
Catalog/contract browsing: Determination of contract item price via price calculator of catalog using
attributes of catalog variant
Order entry: Determination of item price via CRM order
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Contracts in the B2B Web Shop: Customizing
Shop Management
CRM Customizing Definition of contract attributes to
be displayed in the Web shop
product list
product detail contract item detail
Shop Management
enabling contracts
determination
setting of contract profile
Customizing for contract specific
conditions:
Definition of conditionsgroups
Assignment of condition
group to e.g. item category
Definition of contract attributes (e.g. released quantities/values, target quantities/values, valid from/to,
and shipping conditions) to be displayed in the Web shop. You find the settings in the view Order within
the Shop Management. Definition of contract specific conditions:
Maintenance of pricing agreements in contracts
Customizing:
a) Definition of conditions groups:
CRM transactions settings for contracts price agreements and configuration
define and assign group of condition tables and types
b) Assignment of condition group to item category or transaction type
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Contract Negotiation: Overview
Customer Brand Owner
SAP CRM
Change detailsof contract
Reviewcontract inquiry
Send quotationfor
contract backto customer
Performcredit check
SAP R/3
System performscredit check
Create follow–upactions
Release items
System convertsquotation
to contract
Contract Negotiation
Customer sends a contract
inquiry
Employee creates a contract
quotation
Customer has three options:
Accept
Reject
New proposal
Employee releases the
contract for call offs
Customer can make someadditional simple changes
(ship-to-address)
Acceptquotation
Send inquiry
Create inquiry
for contract
Log on to
Web Shop
Contract Negotiation Process comprises the following steps:
Customer browses in catalog and adds products to a new contract inquiry.
Customer adds contract specific data like validity period, prices and rebates target value/quantity and
sends the inquiry to the vendor.
Vendor receives the contract inquiry and evaluates the requested contract. He or she may change some
data and send this contract quotation back to the customer.
Customer verifies the proposal of the vendor and
Changes some data and sends the inquiry back to vendor
Accepts contract quotation and sends it back to vendor
Disagrees with vendor’s proposal and rejects contract
When customer has accepted on the contract negotiation vendor releases contract.
Customer can still do some simple changes (like ship-to-address) or cancel the contract.
Hints:
You can assign single products to contract items (and not product hierarchies and partner-product-
ranges (PPRs).
Either value or quantity contracts will be offered in the Web shop.
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Shop Management
Contract Negotiation
Inquiry
Quotation
Contract negotiation customizing
Shop Maintenance:
Flag that enables contract negotiations in ISA B2B
Group of transaction types for creating contract inquiries
CRM Customizing:
Transaction type maintenance: Field for value/quantity contract
Customizing for Contracts: Assign two condition types for desired price and price simulation.
• Condition type for contract inquires (price, rebate)
• Corresponding condition type for “real” contract price (price simulation)
Definition of a transaction type for contract negotiations (e.g. ZCNV)
Creation of a user status profile (e.g. CRMCONEG) in IMG activity “Define Status Profile for User
Status”. Two user statuses are required to enable the determination of the actual processor
(vendor/customer):
- (initial) Status 1 (IPCU) for being processed by customer (assign trans. STCU)
- Status 2 (IPVE) for being processed by vendor: (assign trans. STVE)
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Creation of a text determination procedure to enable the exchange of notes between customer and
vendor
- Text type 1 for a description or note
- Text type 2 for an automatically generated log or history of all the texts
Definition of an item category for the transaction type
- item object type: CRM Quantity/Value Contract
- quotation data: Relevance for quotation field: Initial inquiry. Subsequent processing: Quotationstatus is reset
Conditions: Creation of condition types for contract inquires (dummy conditions)
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Order and Contract Processing: Unit Summary
You are now able to:
Point out the ordering features with CRM E-Commerce
Set up Requests for Quotation
Maintain the organizational data for the Web order
Set up product determination and contracts for the Web shop
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Exercises
Unit: Order and Contract Processing
Topic: Organizational Data
At the conclusion of this exercise, you will be able to:• Explain the determination of responsible organizational units in CRM.
Do not make any changes to the organizational structure, since this
could affect the other exercises in the course.
1-1 You have to analyze the settings for the scenario in which sales orders are created via the Web
shop.
1-1-1 Take a look at the catalog variant VAR_EN .
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user.
Product catalog: PCSHOP
Take a look at catalog variant VAR_EN . Which sales organization and distribution channel
have been maintained?
___________________________________________________________
___________________________________________________________
1-1-2 Analyze the Web shop PC4YOUX_EN (B2C) or PC4BIZX_EN (B2B).
URL: http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
Select the shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B) and choose Details.
Is a sales office assigned to the Web shop?
___________________________________________________________
1-1-3 In the CRM system, take a look at the organizational units determined at header level and at
item level for your order (created in exercise of Unit 2).
SAPmenu→ Sales → Maintain Sales Transactions
Button: Open Business Transaction
Maintain the order number from the B2B exercise in Unit 2 and press Enter .
___________________________________________________________
1-1-4 Can you see a division at header level in the CRM document? Explain the differences between header and item level as regards the division.
___________________________________________________________
___________________________________________________________
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1-1-5 In the CRM system, where can you set the missing division at header level for the
document transfer to the SAP R/3 system?
___________________________________________________________
___________________________________________________________
1-1-6 Log onto the SAP R/3 system and check the sales organization, distribution channel,
division, and sales office found at header level in the corresponding sales document.
SAP R/3: Logistics → Sales and Distribution → Sales → Order → Display
Enter the order number and choose Enter .
Menu: Goto → Header → Sales
___________________________________________________________
___________________________________________________________
___________________________________________________________
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Exercises
Unit: Order and Contract Processing
Topic: Multiple Transactions
At the conclusion of this exercise, you will be able to:• Understand the functionality of multiple transaction types in the
webshop
• Customize the webshop to allow for multiple transaction types
1-1 Create a ‘Standard Order’ in the B2B shop with one piece of the product HT-1022.
1-1-1 Log on to the shop
1-1-2 Use the B2B shop user created in the previous unit.
1-1-3 Choose the shop PC4BIZ_EN.1-1-4 Create a new order of the type ‘Standard Order’.
1-1-5 Enter at least the following data in the shopping basket:
Your Reference, Your description, one piece of the product HT-1022 as a basketitem and a requested delivery date which is one month ahead of the current date.
1-1-6 Press ‘Update’
1-1-7 Check whether you can see any availability data in the basket.
________________________________________________________
1-1-8 Save the order and write down the transaction number. ________________________________________________________
1-2 Now create a ‘Rush Order’ in the same way with the same data.
1-2-1 Create a new order of the type ‘Rush Order’.
1-2-2 Enter in the shopping basket at least the following data:
Your Reference, Your description, one piece of the product HT-1022 as a basket
item and a requested delivery date which is one month ahead of current date.
1-2-3 Press ‘Update’1-2-4 Check whether you can see any availability data in the basket. If yes, why can you
see availability data now?
________________________________________________________
1-2-4 Save the order and write down the transaction number.
________________________________________________________
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1-3 Enter the CRM system and find out the transaction types of orders.
1-3-1 Enter the CRM system with your user CRM-##.
1-3-2 Enter the sales transaction maintenance CRMD_BUS2000115.
1-3-3 Open your previously created standard order.
1-3-4 Choose the tab ‘Header Overview’ and find out of which transaction type thestandard order is.
________________________________________________________
1-3-5 Now, open your previously created rush order.
1-3-6 Choose the tab ‘Header Overview’ and find out of which transaction type the rush
order is.
________________________________________________________
1-4 Check settings for using multiple transaction types.
1-4-1 Check in Shop Management which transaction type group is used. Access Shop
Management with user CRM-## and the shop admin URL1-4-2 Search for the shop PC4BIZ_EN
1-4-3 Display the details of the shop
1-4-4 Write down which transaction type group is maintained in ‘Transactions’.
________________________________________________________
1-4-5 Go to the CRM system and enter Customizing (SPRO)
Customer Relationship Management→ E-Commerce→ Basic Settings for E-
Commerce→ Define Transaction Type Group
1-4-6 See details of the transaction type group which is used in the shop. Do thetransaction types in the transaction type group match the ones you have writtendown?
_______________________________________________________________
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Solutions
Unit: Order and Contract Processing
Topic: Organizational Data
1-1 You will analyze the settings for the scenario for creating sales orders in the Web shop.
1-1-1 Take a look at the catalog variant VAR_EN .
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80
X
Log on with your CRM user.
Choose Product Catalog .
Product catalog: PCSHOP
Choose PCSHOP .
Take a look at catalog variant VAR_EN .
Choose Variants.
Which sales organization and distribution channel have been maintained?
Choose Details.
Sales organization: Sales US (O 50000609)
Distribution channel: 30
1-1-2 Analyze the Web shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B).
URL:
http://<webserver>:50000/shopadmin/shopadmin/init.do?scenario.xcm=IDESCR M80X
Log on with your CRM user and choose Existing Shops.
Search for shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B), choose the underlinedshop name and choose tab Order .
Is a sales office assigned to the Web shop?
Yes, sales office O 50000612 (US Office Internet Sales) is assigned to the Web
shop (under tab Order ).
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1-1-3 In the CRM system, take a look at the organizational units determined at header
level and at item level for your order (created in exercise of unit 2).
SAPmenu → Sales → Maintain Sales Transactions
Button: Open Business Transaction
Maintain the order number from the B2B exercise in Unit 2 and press Enter .
Header level:
Go to the tab Organization.
Sales organization: Sales US
Distribution channel: 30 (Internet Sales)
Division: None at header level
Item level:
Choose Item detail and select the tab Organization.
Sales organization: Sales US
Distribution channel: 30 (Internet Sales)
Division: 07 (High Tech)
1-1-4 Can you see a division at header level in the CRM document? Explain the
differences between header and item level as regards the division.
There is no division at header level in the CRM document unless you choose to
turn it on in customizing. The division is only listed at item level. This division
information always comes from the product master.
1-1-5 In the CRM system, where can you set the missing division at header level for the
document transfer to the SAP R/3 System?
Transaction: SPRO SAP Reference IMG Customer Relationship
Management Master Data Organizational Management Division
Settings Define Use of Division and Dummy Division
1-1-6 Log onto the SAP R/3 system and check the sales organization, distribution
channel, division, and sales office found at header level in the corresponding salesdocument.
SAP R/3: Logistics → Sales and Distribution → Sales → Order → Display
Enter the order number and choose Enter .
Menu: Goto → Header → Sales
Sales organization: 3020
Distribution channel: 30
Division: 00
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Solutions
Unit: Order and Contract Processing
Topic: Multiple Transactions
1-1 Create a ‘Standard Order’ in the B2B shop with one piece of the product HT-1022.
1-1-1 Log on to the shop
1-1-2 Use the B2B shop user created in the previous unit
1-1-3 Choose the shop PC4BIZ_EN.
1-1-4 Create a new order of the type ‘Standard Order’.
1-1-5 Enter at least the following data in the shopping basket:
Your Reference, Your description, one piece of the product HT-1022 as a basketitem and a requested delivery date which is one month ahead of current date.
Fill in the appropriate data in the correct fields
1-1-6 Press ‘Update’
1-1-7 Check whether you can see any availability data in the basket.
No availability is visible. __
1-1-8 Save the order and write down the transaction number.
__________________
Press the save button
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1-2 Now create a ‘Rush Order’ in the same way with the same data.
1-2-1 Create a new order of the type ‘Rush Order’.
Choose the order type Rush Order within the web shop
1-2-2 Enter in the shopping basket at least the following data:
Your Reference, Your description, one piece of the product HT-1022 as a basketitem and a requested delivery date which is one month ahead of current date.
1-2-3 Press ‘Update’
1-2-4 Check whether you can see any availability data in the basket. If yes, why can you
see availability data now?
Yes. It is because the basket is created with another order type than before. For
the’ rush order type’ availability check can be performed.
1-2-4 Save the order and write down the transaction number.
__________________
Press the save button
1-3 Enter the CRM system and find out the transaction types of orders.
1-3-1 Enter the CRM system with your user CRM-##.
1-3-2 Enter the sales transaction maintenance CRMD_BUS2000115.
Sales -> Maintain Sales Transactions
1-3-3 Open your previously created standard order.
Find: Sales
By: Business transaction number/Created By
Transaction number: Type in your order number and choose the start button
Double click your document to launch the detail screen.
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1-3-4 Choose the tab ‘Header Overview’ and find out of which transaction type the
standard order is.
ISBB
1-3-5 Now, open your previously created rush order.
Find: Sales
By: Business transaction number/Created By
Transaction number: Type in your order number and choose the start button
Double click your document to launch the detail screen
1-3-6 Choose the tab ‘Header Overview’ and find out of which transaction type the rush
order is.
TA
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1-4 Check settings for using multiple transaction types.
1-4-1 Check in Shop Management which transaction type group is used. Access ShopManagement with user CRM-## and URL
1-4-2 Search for the shop PC4BIZ_EN
1-4-3 Display the details of the shop
1-4-4 Write down which order type group is maintained in ‘Transactions’.
ISB1
1-4-5 Go to the CRM system and enter Customizing (SPRO)
Customer Relationship Management→ E-Commerce→ Basic Settings for E-Commerce→ Define Transaction Type Group
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1-4-6 See details of the transaction type group which is used in the shop. Do the
transaction types in the transaction type group match the ones you have writtendown?
Yes.
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Price Determination and ATP Check
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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Price Determination and ATP Check
ATP Check
Availability Check using the Advanced
Planner and Optimizer (APO)
ATP using SAP R/3
Price determination within the Web shop
ATP = Available-to-Promise
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Price Determination and ATP Check: Unit Objectives
At the conclusion of this unit, you will be able to:
Describe the availability check based on utilizing the SAP
Advanced Planner & Optimizer (APO) or SAP R/3
Outline how the IPC is integrated and used in the E-commerce
scenario
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Price Determination and ATP Check: Business Scenario
Our company wants to display up-to-date prices within the Web
shop. Additionally, customer specific pricing is required for the
B2B Web shop.
Product availability should be displayed in the Web shop.
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R/3
or
CRM
R/3
or
CRM
Supply Chain Cockpit APO)
upply Chain Cockpit APO)
ATP
TP
TP
DeploymentDeploymentDeployment
Demand PlanningDemand PlanningDemand Planning
Sales
order
Production
Planning and
Detailed
Scheduling
ProductionProduction
Planning andPlanning and
DetailedDetailed
SchedulingSchedulingSupply
Network
Planning
SupplySupply
NetworkNetwork
PlanningPlanning
Integration of ATP in APO Architecture
Historical
data
Key figures
(KPIs)
APO = Advanced Planner & Optimizer
The integration of the CRM and APO systems is carried out by Business Application Programming
Interfaces (BAPIs) in CRM and SAP R/3.
Sales orders trigger a Global ATP check, which (depending on the configuration) can use inventory, production plans, deployment plans, and various items of planning data to calculate the correct
availability result.
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SAP APO
Global, multi-site, real-time ATP
Rules-based, multi-level ATP
Alternative locations
Alternative products
Integrated with Production Planning
Fast response times as a result ofusing liveCache for product availability
check
ATP Request
+20
-10
+10
Produce
Global ATP in APO: Features
Confirmation
SAP
CRM
or
R/3
Further advantage of SAP APO: Relieve the load on SAP R/3.
Global ATP is integrated in the Supply Chain Management (SCM) processes for all kinds of order
processing.
When it comes to production, the availability check uses functionality to check the actual order networkincluding all constraints.
The rules-based ATP check is the basis for checking alternative products in alternative locations, as well
as for production.
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B2B Web shop
CRM Server
OLTP R/3 APO System
14
2
8
7
5
9
Create sales order on Internet (Web shop)
User chooses product, quantity, date, transaction type
in shopping basket
User chooses Enter
CRM calls APO to check availability
APO makes temporary reservation
APO transfers ATP check results to CRM
CRM displays ATP information in Web shop
User saves order in CRM
CRM calls APO to finalize reservation
CRM transfers order to SAP R/3
SAP R/3 calls up ATP results from APO
SAP R/3 posts order to APO and reservation is
transformed into a requirement
3
2
1
9
7
6
5
4
6
8
Availability Check with APO
3
In the scenario above the ATP check is carried out only by the SAP APO.
The integration of the CRM and APO systems ensures that the data required for the APO system is
transferred from the CRM system, and that the results of the availability check and scheduling aretransferred to CRM and SAP R/3.
The sales order is saved in the CRM system. The requirements are then saved in the APO system but are
not relevant for materials planning until the sales order is transferred to the SAP R/3 system and saved.
After the ATP check, the following parameters for each item are transferred back to the CRM system:
Country shipped to (for tax reasons) and region
Confirmed quantities
Confirmed dates
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Define ATP profile
Assign ATP profile to item category
The requirements profile in APO controls
how the availability check is performed
CRM Customizing Settings for APO-ATP
Create an ATP profile that corresponds to the requirements
profile in APO
Assign the ATP profile to the item category for which an availability
check has to be performed
The ATP profile in each sales order item is transferred from the CRM system to the APO system. In the
APO system, the ATP profile becomes the requirements profile that is used as a key for carrying out the
ATP check. The requirements profile determines how the availability check is performed. The integration of CRM and APO is controlled in the item category of the sales order. In the
customizing, you must ensure that the name of the ATP profile assigned to the item category
corresponds to the requirements profile used in the APO system (for example, ATP profile = 100
requirements profile =100).
You maintain the ATP profile in CRM Customizing under IMG CRM Basic Functions
Availability Check Define ATP Profile.
You assign the ATP profile to the item category as follows: IMG CRM Basic Functions
Availability Check Assign ATP Profile to Item Category.
You assign the location under IMG CRM Availability Check Assign Location in CRM Online to
Location in SAP APO.
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Middleware parameters are set to use R/3 as the availability
checking system
Availability check performed in R/3 by function moduleBAPI_MATERIAL_AVAILABILITY:
Browser Input (B2B): Material number, UOM, Quantity,
Requested delivery date
Browser Input (B2C): Material number, Quantity, the UOM
maintained in the product catalog variant, requested
delivery date = sy-datum
Browser Output: Product number, product descriptionConfirmed quantities and dates
ATP Using SAP R/3
CRM-integrated solution: One of the advantages is that the SAP CRM server recognizes whether an
SAP APO system is linked and directs the availability request against SAP APO or SAP R/3
correspondingly. In addition, the system can also display several schedule lines item-related during anavailability information against SAP R/3.
Snapshot of current SAP R/3 warehouse stock including planned inward movements (production orders,
purchase orders, and so on) and planned outward movements (sales orders, deliveries, reservations, and
so on).
Browser Input
B2B: Product, quantity, unit, and requested delivery date
B2C: Product and quantity (requested delivery date = sy-datum, unit = unit which has been maintained
in the product catalog variant)
Browser Output: Product number, product description, confirmed quantity, and date
In the B2C scenario, the system always displays the current date as the delivery date in the shopping
basket. But you can use the modification example in note 539426 to influence the delivery date
determined in the shopping basket.
See note 684784 to obtain all ATP check lines in the product details of the B2B shop
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CRM
Determination of Pricing Procedure
For pricing in Web shop catalog
Required pricing procedure within the catalog variant
For pricing in Web shop shopping basket /
check out and in SAP CRM
Pricing procedure determined within the CRM system
For pricing in SAP R/3 system
Pricing procedure determined within the R/3 system
Pricing type in CRM table SMOFPARSFA.
(This determines which pricing type is to be used in the R/3 system)
Example: Pricing type “G” =
Copy pricing elements unchanged (from CRM)
and re-determine taxes (in R/3)
R/3
The potential determination of different pricing procedures within the Web shop, CRM, and in the back
end should be taken into account in order to achieve consistent pricing.
For reasons of performance it is recommended to use a lean pricing procedure for the Web catalog (for
example, just price and tax) and a different pricing procedure (including rebates, and so on) for the Webshop basket and the CRM order.
Document currency, customer group, price list, price group: In the Web shop catalog these pricing
attributes are taken:
In the B2C shop: From the catalog variant (regardless whether the customer is logged on)
In the B2B shop: From the sold-to party
In the CRM order only the pricing attributes sales organization and distribution channel are taken from
the product catalog variant.
Customizing settings:
Pricing in the Web shop catalog
: Catalog maintenance assign pricing procedure to catalog variant
Pricing in Web shop shopping basket/check out and SAP CRM
- Pricing procedure: SAP implementation guide activity: Determine Pricing Procedures
Pricing in SAP R/3:
- Pricing type: maintain the following entries in the CRM table SMOFPARSFA
PARSFAKEY R3A_SALES
PARNAME PRICING TYPE
PARVAL1 for example, G (copy pricing elements unchanged and re-determine taxes)
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Shop Management
List Prices on the Index Server
Condition type Condition table Catalog price type (e.g. list price)
Reading prices from the Index server means that catalog price determination takes place using the Index
server (instead of the IPC). Price determination takes place during product catalog replication.
If you are using this option, it is necessary to republish the product catalog whenever you change a list price.
All pricing displayed in the Web catalog is read from the Index server.
Use this type of price determination if prices in the Web catalog are to be non-customer-specific, that is
all customers are shown the same price for a product.
You maintain the parameters for list prices in the catalog variants of the product catalog. Enter the value
list price in the catalog price type. When defining the Web catalog (in Shop Management) you select the
choice read from index under the controlling catalog price determination section.
The Display of IPC together with List Price in Catalog is also possible: If you have a scenario with
customer specific prices it might make sense to show them not only their specific price but at the same
time the list price to point out what a good price you have given to them.
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In general SAP R/3 pricing data is used for the Web shop, as
the order will be uploaded to SAP R/3
Source: SAP R/3 and CRM
Source: R/3Master data and Customizing are maintained
in the back end
This data can be transferred to CRM by means
of downloads
Source: CRMMaster data and Customizing are completely
maintained in CRM
The data exists exclusively in CRM and will not
normally be downloaded back to the back end
Sources of Pricing Data within the Web Shop
The master data and customizing for pricing are maintained in R/3
and/or in CRM
SAP R/3 customizing can only use SAP R/3 pricing data
(conditions)
Customizing in CRM cannot be loaded to the back end
If the master data (the IPC uses for pricing) is downloaded from the SAP R/3 system, both IPC and SAP
R/3 system use:
The same condition technique based on pricing procedure, condition types, access sequences, andcondition tables
The same customizing data
The same master data (condition records)
If a CRM order with a CRM specific price (e.g. 0PR0) is uploaded to SAP R/3, the SAP R/3 order will
not have a price. But a new price determination will find an SAP R/3 specific price (for example, PR00).
Via view MNTCNT (SAP R/3, transaction SM30) you can define which SAP R/3 condition types you
can, against the general rule, maintain in CRM.
Please note:
SAP R/3 is written in ABAP and the IPC in Java.
Customizing loaded from the back end cannot be changed in CRM.
Customizing in CRM cannot be loaded to the back end.
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1. J2EE AS: Event Add to basket
2. IPC: Create Item (document)
3. IPC: Get Pricing Info
4. J2EE AS: Display Pricing Info in shopping
basket
5. J2EE AS: Event Check out6. CRM: Create sales order
7. J2EE AS: Display CRM order confirmation
IPCIPC
1.
2.3.
6.
4
Shopping Basket Data Flow – B2C
5.
7.
CRM
J2EEJ2EE
ApplicationApplicationServer Server
B2C Shop
When a product is added to the shopping basket, an IPC item is added to the IPC document. An IPC
document is created for each shopping basket.
Pricing is performed for the IPC item. The pricing results are then displayed in the shopping basket.
For the CRM sales order, an order confirmation is displayed in the Web shop.
Debugging Hint: Direct debugging of fm CRM_ISA_PRICING_HDRDATA_GET via Tx SE37 in the
CRM.
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IPC shopping basket
IPC document
Stores all the IPC data(including pricing, configuration)
Is only a temporary document
CRM order
Is created when
The shopping basket is ordered
The shopping basket is saved
(saved shopping baskets are stored like
orders in CRM)
B2C: Processing the Shopping Basket
B2C Shop
Use the IPC to store shopping basket data for:
Better performance
No availability information in shopping basket
Transfer pricing data to the CRM order:
For all the items at the same time
When orders are created
When shopping baskets are saved
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CRM shopping basket
CRM order with status
Stores all the CRM order data including pricing, configuration Becomes a normal order when status is removed
Temporary IPC document
Is needed to retrieve pricing information
Stores IPC-related data
No need to reread from CRM
When the configuration is changed
When the quantity is changed
B2B: Processing the Shopping Basket
In the B2B Shop, for each shopping basket a CRM order is directly created (first on a temporary basis).
This has the following consequences:
Direct availability information
Required delivery date possible
Performance
Transfer pricing data to the CRM order:
For every new item
When new items are created
When existing items are changed
A temporary reference table contains GUIDs of the CRM shopping basket and the IPC document. This
table is processed in the CRM API function group for the shopping basket and is updated whenever the
item is changed.
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B2B Web Shop
Pricing Analysis in the Web
<!-- turn on IPC price analysis and enable pricing conditions display -->
<context-param>
<param-name>priceAnalysis.isa.sapmarkets.com</param-name>
<param-value>true</param-value>
Web.xml
With CRM 4.0 SP06 the parameter enable.priceanalysis can be maintained via XCM (XCM file:
\sap\configuration\config-data.xml).
Path in admin tool: Start Components SAP ui default
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Price Determination and ATP Check: Unit Summary
You are now able to:
Describe the availability check either based on the SAP Advanced
Planner & Optimizer (APO) or the SAP R/3
Outline how the IPC is integrated and used in the E-commerce
scenario
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Additional E-Selling Scenarios
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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Additional E-Selling Scenarios: Unit Objectives
At the conclusion of this unit you will be able to
explain the functionality of:
Selling via eBay
Interactive Selling Guided Selling
Live Web Collaboration
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Additional E-Selling Scenarios I
Selling via eBay
Interactive Selling and Guided Selling
Live Web Collaboration
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What is ‘Selling via eBay’ ?
Buyer logs onto eBay® ,
browses and bids on the
auction
Seller creates an auction
and publishes on eBay
Seller completes the order
processing and shipment
Both seller and winner
receive notification fromeBay®
Buyer wins the auction1
2
3
4
5
6
7
Seller monitors all eBay® activity
through the auction management
cockpit
Buyer checks-out theauction
SAP and eBay® have joined together to address the need for a cost-effective remarketing solution (for
example, idle assets). The result is an integrated solution that is easy to use, low in cost, and is designed
to deliver a rapid return on investment.
With Selling via eBay® you, on the seller side, can create and publish auction listings for the eBay®
platform while leveraging existing product data from your CRM or ERP system. It also supports the
complete auction-to-cash process, allowing companies to sell, for example, excess inventory, and to
remarket assets on the eBay® online marketplace..
The auction process itself takes place at eBay® ..
Order management, order fulfillment and financial processes can be performed in your CRM and ERP
backend.
Auction Process:
The seller logs onto the Web Auctions Administration cockpit. He looks at the products available for
auctions, and decides the time is right to liquidate the laptops from the prior product line. He selects a
product, creates an auction with the appropriate information, and publishes it on eBay®.
A consumer browses the eBay® site, and performs a search to find a good deal on a laptop. Theconsumer finds the laptop offered by the seller and places a bid on the laptop that exceeds the reserve
price.
The Auction Administrator monitors the auction and, if he finds the highest bid exceeded his
expectations, he could also close the auction.
Once the auction is closed, the consumer receives an e-mail from eBay®, informing her that she has
won. She follows the link in the e-mail, and is brought to the check-out page. The consumer enters her
delivery address and credit card information, and checks out. She is presented with an order number for
confirmation.
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Interaction With eBay
Selling via eBay is an auction management solution. It is empowered with
tools to simplify and automate the tasks of setting up listings on eBay andmanaging them effectively.
Customer
on eBay
Seller on
Selling via
eBay
Browse Auctions
Bid on Auctions
Monitor Auctions
Check-out & ProvideFeedback
Administer Settings &Themes
Create Auctions
Monitor Auctions
Track Feedback
eBay
Marketplace
The tasks performed when interacting with eBay® on the seller side are supported by two roles in the
Web Auctions Administration of Selling via eBay®. These two roles are used to smooth the task of
identifying users with distinct responsibilities. The Seller
- Defined as a business role
- Users of this role perform the tasks of identifying the products for auction, creating and managing
auctions
and performing after sales activities
The Administrator
- Defined as a technical role, similar to that of a super-user
- Users of this role perform technical tasks of managing
the application, authorizing users and creating different profiles, which can be used by the business
users
Typical URL to call-up the Web Auctions Administration Web Application:
http://<appname:port>/sve/aucadm/init.do?scenario.xcm=<scenarioname>
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Pre-Auction and Preparation Phase
4
56
7
Administrator identifies catalog
parameters for selecting
products for auction
Administrator defines user
mapping between SAP and eBay
1
3
2
Administrator defines eBay
communication tasks and their
scheduled recurrence
Administrator sets up the order &
quotation parameters to define the
order management integration
Administrator defines the
business partner type andreference for storing eBay
winner information
Administrator defines the pricing
conditions for the winning bid and related
costs which map to order pricing
Administrator maintains Location,
Shipping, and Marketing profiles to
be used by sellers for quick listings
Administrator maintainsThemes for frequently used
layout, descriptions and
parameters, enabling speedy
creation of auctions
8
Web Auctions: Selling via eBay ® includes an integrated auction management system that automatically
schedules eBay® listings, aggregates product data, and generates and manages listings on the eBay®
marketplace. Web Auctions uses eBay's ® application programming interfaces (APIs) to connect toeBay's ® online services, and provide the integration and tight harmonization of data from SAP R/3 and
SAP CRM to the eBay ® marketplace.
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Administration: Manage eBay Profiles
Shipping Profile:
Using the shipping profile, the shipping policy relevant for the post-auction processing is determined.
For example, which party pays for shipping, what the shipping charges are, is shipping insurance
necessary, and any other additional check-out instructions.
Marketing Profile Using the marketing profile it will be defined how the auction will appear on eBay®. The marketing
profiles are standard features defined by eBay®:
- Highlighted: auction is emphasized with a colored band.
- Featured: auction appears in the Featured Items section at the top of the category listing pages on
eBay®.
- Bold: auction font is in bold type.
- Featured Plus: auction should be rotated for special display on eBay’s® homepage. However eBay®does not guarantee to highlight the auction with Featured Plus.
Location Profile:
Using the location profile the following information will be defined:
- Business Location:
defines the country in which the sellers business is located and from whichregions the buyers should come from, as this is the area to which the seller needs to be prepared to
ship the products.
- Sales Tax Details: defines the state in which tax is determined, the tax percentage, and also whether
to include the tax on the shipping part of the invoice. This section is optional.
- Checkout Details: in this section the payment methods that will be accepted are maintained. Thissection is mandatory.
- Ship-to Locations: determines which countries the seller is prepared to ship the auction products to.
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Theme Administration
A theme consists of five sections: Header, Shipping policy, Freight policy, Additional terms,
Description.
The content for header, shipping policy, freight policy, and additional terms, stays the same acrossthemes. When a new theme gets created it is not needed to change the content of these sections.
The content of the description varies for each theme as it displays content for each individual product.
HTML is used in the description section to create the static properties, and custom tags to enable the
system to retrieve the variable product information.
Theme content can be created in one of two ways:
Directly within the Section Source area (in this case a theme gets created in Web Auctions
Administration and the HTML coding will be entered directly into the Section Source. The HTML
used can be any standard HTML tag apart from html, head , or body).
By uploading an HTML document (in this case the administrator can browse through previously
created HTML files in the Theme Section Upload area and upload them).
A built-in HTML parser provides a preview of the description as it would appear on eBay.
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Auction Phase
4
5
1 2
Seller selects personalpreferences and
defaults
Seller selects product(s) andcreates an auction
Seller publishes theauction
System creates a quotation to reservethe product (s) in inventory
Seller monitors auctionsby their individual status
3
Maintain auction specific details for all auctions:
General Details:
The Duration Date is mandatory and sets the time the auction is listed on eBay®.
It is possible to set a default duration date as a preference, and this date will appear automatically
when an auction is created. This date however can be changed if it does not suit a particular auction.
For pricing it is possible to choose between a Normal Auction and a Fixed Price Auction.
To set a Fixed Price auctions one of the following criteria must be met:
- The seller has already received 10 feedbacks from customers on eBay®. The eBay® site is set up
so that this option is available automatically once 10 feedbacks have been made.
- The seller is a verified user, which has been arranged directly with eBay®.
Marketing and Shipping Details
The seller accepts the default shipping and marketing profile or selects another shipping and
marketing profile. Alternatively the seller can manually set the shipping and marketing attributes for
the auction.
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Create Auction - Product Selection
Manual Entry
Selection via Product Catalog
Select products from multiple sources
Product Catalog
- Leverage the existing sales catalog to obtain product information and pictures
- Browse the catalog to select auction products
Product List
- Pre-created list (file) of products with all required fields
- File containing products is accessed automatically by the system
- File location at a dedicated server location is maintained during application set-up
Manual Entry
- Manually enter product information in a fast-entry mode
- Enables creation of auctions without maintaining catalogs or files
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Create Auction: Details
For auction pricing various auction prices can be set:
Start price: sets the starting price for bids and ensures that the minimum bid amount is set.
Reserve price: sets the minimum amount the seller is willing to accept for the listed product. A seller
is not obligated to sell if the reserve price is not met. The reserve price function is only available in theUS.
Buy-it-now price: allows bidders to buy the product instantly without having to wait for further bids.
If a bidder chooses to do this, the auction is closed before the end of the duration date.
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Fast Auction Entry
Fast Auction Entry
Create several auctions at the same time
Mass Update
This functionality allows you to maintain numerous auctions at the same time. This makes the Selling
via eBay Solution suitable for companies who sells intensively via the eBay channel.
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Publishing Queue
Auctions have one of three statuses in the Publishing queue:
Saved: auctions that have been created but not yet published.
Failed to publish: before an auction with that status can be published the errors need to be corrected.
Scheduled: an auction with the status Scheduled have been scheduled to be published on a certain
date. It is possible to wait for the scheduled publishing date or to publish the auction immediately.
Published: Auctions that are on-going & available for bidding on eBay®
Auctions that are no longer valid can be removed from the publishing queue.
Once an auction has been published and a bid has been made the auction cannot be remove from eBay®
anymore.
When publishing an auction on eBay®, the backend system (SAP CRM system or SAP R/3 system)
automatically creates a quotation to reserve the products. It is possible to display the quotation by
entering the quotation ID in the backend system.
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Post-Auction Phase – Payment via PayPal®
4
6
7
1
3
2System receives winner
information from eBay®Buyer checks-out
the auction & makes
payment via PayPal ®
System receives
check-out confirmation
Buyer provides
feedback to seller
System creates an order based on
quotation with winner information
and delivery block
Seller provides
feedback to buyer
8
Seller reviews
customer feedback
5
System removes the shipping
block allowing normal orderprocessing and fulfillment
Post Auction process with check-out using PayPal ®
eBay® closes the auction, informs the winner that he has won and directs him to the check out, and
sends the winner’s name and address to the seller.
In the Web Auctions Administration the winner information is updated and the Web AuctionsAdministration sends the winner’s details to the SAP backend system. The SAP backend system
automatically creates an order, based on the original quotation, with the winner’s details and a
delivery block, and sends the order ID to Web Auctions Administration. The seller can use the
order ID to search for the order in the SAP backend system.
The winner checks-out the auction. For this the winner selects on eBay® the PayPal® choice and
enters payment details. PayPal® forwards this information to Web Auctions Administration.
In the Web Auctions Administration the winner’s payment details are updated. Web Auctions
Administration passes the payment details to the SAP backend system.
The SAP backend system updates the order, removes the delivery block, and updates the auctionsstatus to checked out in Web Auctions Administration. The seller can see from the auction status
list in the Monitor Auctions section in Web Auctions Administration whether payment has been
made. This list is generated by the SAP backend system as soon as payment is made, and contains
the order details and order ID for the auction concerned.
The buyer provides feedback concerning the auction on eBay® (optional)
The seller provides auction feedback on eBay® or in Web Auctions Administration.
The seller reviews the buyer‘s feedback.
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Post-Auction Phase – Payment via Bank Transaction
4
6
7
8
1
3
2System receives winner
information from eBay® Buyer checks-out
the auction
System receives
check-out confirmation
Seller resolves auction check-out for non-
automated payment methods
Buyer providesfeedback to seller
System creates an order based on
quotation with winner information
and delivery block
Seller provides
feedback to buyer
9
Seller reviews
customer feedback
5
Buyer makes payment via
bank transaction
Post Auction process with payment via bank transaction
eBay® closes the auction, informs the winner that he has won and directs him to the check out, and
sends the winner’s name and address to the seller.
In the Web Auctions Administration the winner information is updated and the Web AuctionsAdministration sends the winner’s details to the SAP backend system (SAP CRM system or SAP
R/3 system). The SAP backend system automatically creates an order, based on the original
quotation, with the winner’s details and a delivery block, and sends the order ID to Web Auctions
Administration. The seller can use the order ID to search for the order in the SAP backend system.
The winner checks the auction out of eBay® and enters the shipping details and amount to be paid.
eBay® informs the seller that the winner has checked out the auction.
In the meantime, the winner pays the seller via a bank transaction, according to the bank details
provided by the seller in the auction details.
The seller checks the bank account to confirm payment has been made and sends out the good. It is
possible for the seller to schedule a task to inform him when bank payment has been made.
The buyer provides feedback concerning the auction on eBay® (optional)
The seller provides auction feedback on eBay® or in Web Auctions Administration.
The seller reviews the buyer‘s feedback.
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Search And Monitor Auctions
Monitor Auctions enables sellers to track the auctions and view the most current information without
accessing the eBay® site. It equips sellers with search criteria to find and manage auctions and take
appropriate actions for better business turn-around.
• Today’s Overview, Search and Monitor Auctions, Re-list Auctions and Follow-up Activities,
Manage Auction Publishing Queue
• Today‘s Overview: Provides a snapshot of all eBay activities for the current day presented on the
Home page
• Status of Published Auctions: Summary of auctions being bid-on, Summary of auctions published,
Summary of auctions scheduled to be published
• Status of Finalized Auctions: Summary of auctions not yet checked-out, Summary of auctions
checked-out during the last week
• Alerts: Summary of auctions closed without winners in the last week, Summary of auctions that
failed to publish
Search Auctions:
• A search for auctions by using different attributes is provided: By Name, By Publishing DateRange, By Closing Date Range, Product Name, Auction Type, Auction Status
Auction Status: The auction status for closed auctions displays the payment status. The system will set
the following auctions statuses:
• Checked out: t he winner has paid. Delivery block will be released and goods sent out.
• Checkout pending: t he winner has not paid. Delivery block remains).
• Incomplete Checkout: t he winner has paid, but the amount is wrong. Delivery block remains. The
system will ask the seller what they wish to do in this case.
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Maintain Feedback
List of all feedback texts
Details of a feedback text
You can choose predefined texts to maintain a feedback for the auction winner.
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Provide Feedback
Provide Feedback can give you feedback statistics
View total number of positive, negative and neutral feedback
View statistics for past week, past month and past six months
Feedback overview
View detailed feedback from each buyer
View the buyer ID, feedback time and auction ID for each feedback
Search Feedback
Search by feedback-type, i.e. positive, negative, neutral
Search by buyer ID
Search by date
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Result of Auction Creation – Auction on eBay
Example of the Listing published onto eBay
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Auctioning via Web Shop
Buyer logs on the site ,
browses and bids on the
auction
Seller creates and
publishes the auction
Seller completes the order
processing and shipment
Seller monitors all the auction
activity
The winner receives an
email notification
Buyer wins the auction
Buyer checks-out the
auction
12
3
4
5
6
7
“Auction via web shop” is a kind of B2B scenario for web auctions.
You can extend your E-Commerce solution by providing Web-based auctions for your Web shop
business partners. This new scenario variant enables Web shop customers to find auction products, place bids, and monitor the status of auctions in real-time from the Web shop. Auction information is
integrated into the product catalog where also the highest bid is shown. Customers are informed when
they win an auction. You can create, monitor, and manage auctions using the Auction Management
application.
Also included is ‘Check-Out of Successful eBay® Listing via Web Shop’:
In the process of Selling via eBay, the auction winner can be informed about their bid by email which
contains a URL. With this URL they can access the web shop and perform the check-out in the webshop instead of at eBay. With this function you draw the attention of the auction winner to your shop
and you might win him as a customer for your webshop.
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SAP NetWeaver
SAP WebAS Java
Web Auctions
SAP ERP
System
mySAP CRM
Material Master
Order
Customer Master
Pricing
Logistics
ExecutionSystem (LES)
Web Server
J av a C onn e c t or
J av a C onn e c t or
DB
HTTPSeBAYAdapter
Interaction andPresentation Layer
Business ObjectsLayer
Business LogicServices Layer
Product Master
Product Catalog
Order
Business Partner
Mi d d l ew ar e
Mi d d l ew ar e
Marketing
Business Intelligence
SAP Enterprise Portal
Architecture With mySAP CRM
eBay Server
API
Selling via eBay® can be deployed with SAP R/3 or SAP CRM as backend system.
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Additional E-Selling Scenarios II
Selling via eBay
Interactive Selling and Guided
Selling
Live Web Collaboration
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Interactive Selling and Guided Selling
Interactive Selling of configurable products
Complete configure-to-order scenarios
Self-service to customize products on the Web
Powerful configuration engine for simple and complexproducts
Single point of maintenance:
model once – configure everywhere
Dynamic product visualization
Guided Selling
Supports customers in the process of finding,
selecting and ordering the right products
Guide customers through a simulated question-and-answer session
Ensures a personalized online buying experience
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Internet Sales: Guided Selling
Question 1Predefined questions
lead customers to the
products they are
looking for without
having to browse
through the catalog
Simulated individual face-
to-face sales talk: ask
questions get answers
Effective product search
and product
recommendation through
a dialog with the customer
Simplified product
selection process for thecustomer especially for
complex products
Question 2
Result 1
Guided Selling aims at supporting customers in the process of finding, selecting and ordering products
Guided Selling helps customers to easily identify relevant information, compare alternatives and
configure products.
Guided Selling helps companies to collect information about their customers, create customer loyaltyand increase revenue across all sales channels.
Predefined questions direct customers to the products that they are looking for.
No navigation through the product catalog is required
Simulated dialog between the customer and the vendor
Guided Selling as enhanced product search
Simplified product selection for particularly complex products
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Set-up Intelligent Product Advisor (IPA)
CRM
ProductCatalog
Variants
1
XML
Export
Product catalog
variants are
exported via
the XML export
Export
File
Server
XML Files
Var_1.xml
Var_2.xml
Var…
2 3
XML files are parsed
and imported into
the Knowledge Base
Editor; KB instances
are created
Knowledge
Base
Editor
Parse
4
Knowledge Base
is created with
the Knowledge
Base Editor KB_1
KB_2
KB…
Web Shop Knowledge Base
gets published
and is available
in the Web Shop
Publish
Guided Selling
What would you like
to use the computerfor?
a) Office work
b) Graphic design
c) Fun
d) Professional
Only catalog variants can be exported.
The destination of the XML files is usually a server of the Web Middleware (J2EE Engine, TREX, IPC,
and so on).
Knowledge Bases are created with the Knowledge Base Editor.
The KB gets published by overwriting the foreground instance with the newly created background
instance.
IPA is a third party software component for questions-answering modeling. It is included in the SAP
license.
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Product Configuration Made Easy with IPC
Check
Status
Search
Order
Configure
Buying via Internet SalesBuying via Internet Sales
Customer
SAP Internet Pricing and
Configurator
Web-based product configurator
Complete configure-to-order
scenario
Integrated with planning, availability,
order management, fulfillment, service,
billing, financials
Interactive sales configuration
Simple and complex products
Dynamic pricing
User guidance
Product modeling
Fully integrated with Master Data
Maintenance
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Additional E-Selling Scenarios III
Selling via eBay
Interactive Selling and Guided Selling
Live Web Collaboration
With CRM 4.0 the functionality of Live Web Collaboration was extended by the following features:
Replay of Customer Sessions
Integration to IC Web Client
Live Customer Support communication channels supported by the IC Web Client:
Chat
Co-browsing (project-based)
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Live Customer Support
Enables real-time communication between the
online customer and a live customer service
representative
Immediate personal assistance at your fingertips
Customers can choose their preferred
communication method
Chat sessions with optional co-browsing
Call-me-back requests
Routing to the right agent at the right time
Agents are provided with context information to best
serve the customer
Immediate personal assistance
Navigational assistance – for lost customers on the site
Information requests – for product specifications and inquiries
Sales assistance – for closing the sale and cross-selling products
Administrative help – for tasks such as password resets
Various technologies are enabled
Chat sessions, with file transfers, push-pages, and co-browsing
Call-me-back requests, using the telephone or Internet telephony
E-mail for less time-sensitive questions
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The Customer Chooses the Communication Method
A customer in the Web Shop requests assistance
from an agent in the Interaction Center to obtain
information to make a purchasing decision
Form used on site – no local e-mail is required
Supported with IC WebClient and IC WinClient
Chat
Text chat between customer and agent
Supported with IC WebClient and IC WinClient
Call back request
Customer asks a question, requests a call-back
Call-back can occur via telephone or voice-over IP
Supported with IC WinClient only
Co-Browsing *
Customer and agent share the browser session
* third party software is required
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Benefits of Live Customer Support
For Your Business
Enhanced service level
Get the right agent at the right time
Overcome self-service limitations through liveinteraction to retain customers
For Your Customer
Customer can choose the best way to resolve an
issue online
Provide a human touch on the Internet
Increased customer satisfaction due to
personalized responses
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Additional E-Selling Scenarios: Unit Summary
You are now able to explain the functionality of:
Selling via eBay
Interactive Selling Guided Selling
Live Web Collaboration
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E-Marketing
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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E-Marketing: Unit Objectives
At the conclusion of this unit, you will be able to:
Outline the marketing functions used in E-Commerce
Generate personal and global product recommendations(bestsellers) in a Web shop
Customize accessories, cross-selling, and up-selling for the Web
shop
Discuss the integration of E-commerce with campaign execution
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E-Marketing Topics
Global Product Recommendations
Personalized Product Recommendations
Accessories
Cross-, Down- and Upselling
B2C Process Overview for Campaign
Execution
B2B Process Overview for Campaign
Execution
The E-Marketing functionality is part of the mySAP CRM Marketing functionality.
The marketing functions of mySAP CRM E-Marketing help companies to increase sales to their business
partners by means of product recommendations and campaigns.
The options for additional sales generation are:
Offer products on the basis of sales figures (bestsellers)
Offer higher-value alternative products (up-selling)
Offer similar products (cross-selling)
Offer accessories
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Shop Management
Web shop
Global Product Recommendation
Special offers in our shop
Display Global Product Recommendation
General Information Catalog Order Marketing
Target Group for ProductRecommendation *
Global Product Recommendation
With global product recommendations you can offer the bestsellers of the entire Web shop to all of the
customers that visit your Web shop, independent of particular target groups.
The Target group for Product Recommendation field is used in the Web shop to offer products(bestsellers), which are displayed for all consumers/customers.
To enable selective marketing, business partners are divided up into different target groups. The target
groups are maintained in CRM Marketing.
By definition, the members of a target group have attributes in common. In the case of global product
recommendations a common interest in visiting the Web shop (thus a global target group).
Every visitor to the shop is indirectly assigned to this target group.
A universal target group is used as a reference to propose and present certain products in the form of a
top n product list. When target groups are used for personalized marketing functions, the shop visitor is
directly assigned to one or more target groups.
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Set Up of Global Product Recommendations
Create a global target group1
2
3
Assign target group together with products to a Top n list
Assign the global target group to the Web shop
Creation of a global target group:
Start the segment builder (TX: CRMD_MKTSEG)
Create a profile set with the type Product Proposal (the heading New Profile Set appears).
With your mouse located in the central area of the segment builder, right click and choose Create
target group.
Right click on the new target group (choose Target Group Properties) and define a useful description,
because this is the ID, which has to be placed in the Web shop profile.
Save
This creates an empty target group, as the assignment of business partner is done indirectly.
For the definition of the Top n list perform the following steps:
Start the maintenance of the TOP-N-Lists (TX: CRMD_PPR_TOPN)
Create a new Top n List, define ID and Description
Set the status to active
Assign in the business partner area your global target group (reference type: marketing segments)
Define in the product area the products (reference type: product)
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Top n List Maintenance
profile set, profile,
target group
Top n lists can be defined for:
Profile sets
Profiles
Target groups
Top n lists are a combination of business partners and products which are valid for a specific period of
time.
A Top n list consists of information entered on two levels: a header containing mainly administrativeinformation (description, status, etc) and one or more top n items containing the actual business partner,
product and time stamp combination.
Top n lists are stored and maintained in product partner ranges (PPR) structures.
One universal target group can be part of several top-n-lists.
One Top n list can have several target groups.
If no top N lists have been maintained for a Web shop, the system does not propose any top N lists.
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Assignment of Products to Top n List
Top n List
Dynamic Approach
Products from BW Products maintained
manually
SAP CRM System
Static Approach
SAP
Business Warehouse
Sales statistics
Products within a Top n list can either:
Be determined dynamically from the SAP Business Information Warehouse (BW) system using data
mining techniques (for example, based on sales data)
Assigned manually within the top n maintenance
In case of a combination of the two approaches no product will be shown twice, if it is part of both lists.
To call up a (dynamic) top n list from the BW, a report has to be scheduled (CRMD_TOPNSEL).
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Global Product Recommendations
After it has been configured, the product list is still emptyAfter it has been configured, the product list is still emptyAfter it has been configured, the product list is still empty
Possible Explanations
Target group has not been assigned to the Web shop
Top n list was not activated
No products have been assigned to the top n lists of the target
groups
Products are not contained in the product catalog/have not been
replicated to the index server (TREX)
Typical Problems
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Web shop
Personalized Product Recommendation
Shop Management
Display Global Product Recommendation
General Information Catalog Order Marketing
Target Group for ProductRecommendation *
Global Product RecommendationPersonalized Product Recommendation
Display Personalized Product Recommendation
Characteristic Group *
You can select or specify exactly one value
Office
Multimedia
Internet
You can select or specify exactly one value
BeginnerAdvanced
Expert
Here you can change, delete or supplement entries in
your current customer profile
Area of Usage
User Group
Define your profile
Personalized Product Recommendations
Personalized product recommendations are supported in B2B and B2C Web shops. To be able to offer
product recommendations, a characteristic group has to be assigned to a Web shop.
This characteristic group is displayed in the Web shop as a questionnaire with marketing attributes.These marketing attributes are saved as a personal profile in the business partner master and are the basis
for personalized product recommendations.
Each customer can create a personal profile in the Web shop. This profile is used to determine the target
group(s) of a customer.
A target group describes a group of existing or potential business partners that have certain attributes in
common (such as age, occupation, hobbies).
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Set Up Personalized Product Recommendations
Define marketing attributes (age, profession ...)1
2
3
Create an attribute set (questionnaire) and assign attributes
Assign the attribute set (characteristic group) to the Web shop
Create profile sets, profiles and target groups based
on attribute sets, InfoSets, ELMs, and/or BW cubes4
5
6
Schedule reports for segmentation
Create top n list and assign
• Products (manually or via BW query)
• Profile sets, profiles and/or target groups• Web shop
How to define Target Groups:
In an attribute list a set of attributes have to be defined, which are accessible in the segment builder.
Every attribute refers to a data source. So you are able to define one marketing segment on the basis ofattribute sets, queries of the BW or infosets. Since E-Commerce only supports profile sets of the type
product proposal, the attribute list has to be defined with this category. Then the single values of the
attributes has to be defined as filter.
Create a target group within the segment builder (Tx: CRMD_MKTSEG): Create a profile set with the
type Product Proposal. Change the properties of the profile set by clicking right on the background
and choose Attributes of Profile Set. Now select the attribute list in left part and every defined
attribute will appear. Than drag and drop one of the defined filters to the profile set area. Click right at
the profile and select create target group. Now you can see two symbols, one for the profile and a
smaller one for the target group.
If you enter the segment builder again later and you just open the same target group you will see the
business partner of the last selection. If you want to refresh the selection just create the target groupagain (right click). Normally the selection takes place regularly. This is done via a job, which can only
be started for the profile set (Report CRM_MKTTG_SET_CREATE_TG, but start it in the segment builder!).
To assign business partners to target groups automatically, a report has to be scheduled (CRMD_TGBP).
Each business partner can belong to one or more target groups.
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Assignment of Business Partners to Target Groups
Web shop
customer
creates aprofile in the
Web shop
Define your profile
You can select or specify exactly one value
Office
MultimediaInternet
You can select or specify exactly one value
Beginner
Advanced
Expert
Here you can change, delete or supplement entries in
your current customer profile
Area of Usage
User Group
Define your profile
Web shop customers see productrecommendations … Immediately, if they are based on
a profile and/or
After the next target group selection, if they are based on a target
group
Web
shop
As there is no online assignment of business partners to target groups, a business partner, who is creating
or changing his profile in the Web shop, will not get assigned to a target group immediately. This will
happen after the next target group selection. To show the Web shop customer product recommendations immediately you have to assign profiles (and
not target groups) to the top n list.
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Personalized Product Recommendations
After it has been configured, the product list is still emptyAfter it has been configured, the product list is still emptyAfter it has been configured, the product list is still empty
Possible Explanations
The Web shop visitor has not been assigned to a target group
and does not have any marketing attributes
No products have been assigned to the top n list
Products are not contained in the product catalog/were not
transferred to the IMS during the replication
Typical Problems
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Accessories are maintained in the product master
(button: relationships)
Web Shop
Accessories
Relationships
Accessories are
displayed in the
product list, product
detail, and shopping
basket
You need to set the flag Display Cross-, Up-Selling and Accessories Method Schema in the Shop
Management. Additionally, you have to assign a method schema (details later).
Accessories are visible for all Web shop visitors.
Catalog replication is needed.
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The accessories in the item list of the catalog
areas are displayed in catalog maintenance
As soon as the leading product is assigned to the product catalog, the
accessories are available for the product catalog
Handling is different at catalog areas with automatic/manual productassignment
During the replication, accessories are also stored in the IMS
Accessories within the Product Catalog
Please note that the handling of accessories is different at catalog areas with automatic product
assignment than at those with manual product assignment.
Areas with automatic product assignment:
All the assigned accessories products are transferred automatically to the product catalog asaccessories and replicated.
Areas with manual product assignment:
All the assigned accessories products are available in product catalog maintenance. The catalog
processor can choose the required accessories.
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Exchange products in the shopping basket
Up-Selling
Cross-, Up-, and Down-Selling
Cross-Selling
Cross Selling
For a given product related
products are proposed.
Up-Selling
For a particular product you
can specify that other, more
expensive products,
are proposed as alternatives.
Down-Selling
In some cases, you may wish
to suggest a less expensive
product as an alternative.
Cross-Selling should also support your sales efforts, by offering customers additional products alongside
the one they have selected. These recommendations should arouse the interest of customers and
encourage them to buy additional products. Up-Selling should support your sales efforts, by offering customers alternative products of higher value,
alongside the one they have selected. These recommendations should arouse the interest of customers
and encourage them to buy the more expensive products as an alternative.
Benefits of down-selling: If business partners have added various items to their shopping basket in an
online store and find that they have exceeded their budget, they may remove one or more items. Down-
selling aims to maximize sales by suggesting cheaper products as an alternative to these items.
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CUDA Administration in the Webshop
Display Cross-, Up-Selling and Accessories
General Information Catalog Order Marketing
Target Group for Product
Recommendation *
Global Product RecommendationCross-, Up-Selling and Accessories
Display Cross-, Up-Selling and Accessories
Method Schema *
Target Group for Global Cross-/Up-
Selling *Personalized Cross-/Up-Selling
General Information Catalog Order Marketing
Cross-, Up-Selling and Accessories
Display Cross-, Up-Selling and Accessories
Method Schema *
... and personalized cross-,
up- and down-selling.
Note: Accessories are
always universal
Personalized Cross-/Up-Selling
Standard Target Group *
In CRM E-Commerce the
Web shop administrator
can choose between
universal cross-, up- and
down-selling ...
Displaying whether global and/or personalized Cross-, Up-, Down-selling alternatives as well as
accessories appear within the web shop are controlled within web shop administration.
Target groups are created within the segment builder.
Method schemas are created in customizing (Path in Customizing: Customer Relationship Management
→ Marketing→ Product Proposal→ Create Method Schema)
For performance issues regarding method schema and profile sets, please notice SAP Note: 511447
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Set Up Universal Cross-, Up- and Down-Selling
Create a global target group1
2
3
4
Create a Web shop
Define product association rules for global target groups
Assign the global target group and the method schema
to the Web shop
S t e p
1 : C r e a t e t a r
g e t g r o u p s
S t e p
2
Create product relationship for target group
Since CRM 4.0, it is possible to create a global CUD without an extra global target group. Therefore,
you can use the Type of Marketing Segment 01 Global Rule. But currently the Web Shop still requires a
global target group. CUDA = Cross – Up – Down Selling and Accessories
For personalized cross-, up- and down-selling the global target group is not taken into account, but the
target groups the customer is assigned to. In addition, for these target groups product association rules
need to be defined.
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Personalized Product Proposals for “Visitor”
Product proposals at first visit
The unknown visitor enters the web-shop and maintains
marketing attributes. These attributes are saved with a special key
(as a cookie).Product proposals at repeated visit
Visitor is identified by the cookie, product proposals are available.
The visitor can change his attribute values; changes are saved.
Unknown user is registered
User decides to register. Marketing attribute values can be passed
to the newly created customer record.
This flag is used to control whether unknown Internet users should be offered personal
recommendations. For this, unknown users have to maintain their marketing profile. Profile data is saved
with a generated ID. The ID that is created is then saved in a cookie so that users do not have to maintaintheir profile again when they next visit.
At present, only CUA recommendations can be offered for unknown users.
For performance reasons the unknown user data should be deleted regularly if the visitor does not
change his data over a defined period.
There is a report for deletion:
Marketing Tools Expert Tools
Deletion report for unknown users that are no longer required
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Define Product Association Rules
Two types of association rules
Cross-Selling: Association rules are specified in terms of leading
product(s) and dependent product(s)
Up-/Down-Selling: Association rules are specified in terms of the
relationships between products
Activation: Rules have to be activated
Target group PC-Buyer
Leading products
Dependent products
HT-1002
HT-1001
Target group PC-Buyer Seq. Ranking
Leading products
Dependent products
HT-1021 0 1
HT-1001 0 2
Rules can be defined for the following marketing definitions:
Target Groups
Profiles
Global
For Up-/Down-Selling rules the ranking can be compiled automatically:
IMG: CRM Marketing Product Proposal Define Procedure for Creating a Ranking Value
You have two options:
1. No procedure/manual procedure
- The ranking value is not automatically determined. When maintaining up or down-selling rules, you
will need to enter the ranking value manually.
2. Sales price procedure
- The products within the association rule are sorted according to their sales price, with the cheapest
product having the ranking value 1, the next cheapest product the value 2, and so on.
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CUDA in Shopping Basket: Business Logic
shop‘s
personalized CUD
check-box on ?
use shop‘s global CU
target group to determinecross-selling/up-selling
relations
scenario ?
result empty ?
use shop‘s default CUD
target group to determine
cross, up- and down-
selling relations
customer
logged-in as
yet ?
use customer‘s target
group(s) to determine
cross-selling/up-selling
relations
use contact person‘starget group(s) to
determine cross-
selling/up-selling
relations
result empty ?
use sold-to partner‘s
target group(s) to
determine cross-, up- and
down-selling relations
no yes
B2C B2B
yes
no
yes
Method schemas define how cross-selling/up-selling/down-selling products, and accessories are
determined in the shopping basket. In addition, they determine how product proposals are generated and
combined. Each method schema can contain one or more methods, as required.
The system reads the method schema and runs through the methods in the order listed
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Cross-, Up- and Down-Selling and Accessories
No CUDA products are displayed initially
Possible Explanations
No association rules have been maintained for the products in the
shopping basket
No association rules have been maintained for the chosen target
group
Rule is not activated
Cross-selling rules have been maintained with more than one
leading product
Incorrect method schema is assigned to the web shop
The CUDA product is not contained in the product catalog
Typical Problems:
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Campaign Execution in the Web Shop
Campaign execution enables companies to create
targeted, personalized web and e-mail marketing
campaigns and monitor profitability.
Create and manage personalized e-mail campaigns to drive customer
visits to the Web shop
Automatically determine campaigns that are relevant for customers
or enable customers to manually enter campaign information
Provide customers direct access to campaign products with
campaign-specific pricing
Track the success of your campaign in order to optimize future
marketing efforts
Drive additional revenue through the Web channel
E-mail campaigns are one of the most efficient ways of contacting your customers. It is easy to use and
inexpensive as well. Moreover, E-mail campaigns can be created with a link that directly takes the
customer to the web shop. Additionally, the URL can contain a MIG. MIG is the shortcut for Mail
Identifier GUID that is used for identifying campaigns uniquely. In this case, the MIG can be used by the
system to determine the corresponding Campaign ID. Then the Campaign ID will automatically bedefaulted in the Campaign ID field and it will, therefore, not be required to be entered by the customer.
Automatic campaign determination is a special feature that is only available in the B2B web shop and
does require additional customizing. This functionality determines campaigns that are relevant for a
specific B2B customer.
Manual entry is supported in both scenarios: B2B and B2C. However, in B2C the manual entry is only
available on header level and then each item is evaluated against the entered Campaign ID.
The campaign execution channel can be a synchronous or an asynchronous channel
Asynchronous execution channels
Campaign outbound contact and customer response (inbound contact) occur at different times Outbound and inbound contact are usually stored within two business objects. The inbound contact is
created as a follow-up document with reference to the preceding outbound contact
Example: execution channel – e-mail, SMS, and fax
The amount of information needed within the outbound contact depends upon the business process
Mass scenarios, such as B2C, generally require only minimum information on the outbound contactsfor performance reasons. The interaction object supports this type of scenario.
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Campaign Process Overview – B2C Example
A customer receives a
campaign ID via email
indicating a discount on
specific products when using
this code in the web shop.
The customer goes to the web
shop and enters the campaign ID
in the product catalog. Afterwards,
the prices for the campaign
products are updated in the
product catalog. She browses the
catalog and views the campaign
products.The customer adds a
campaign product to the
basket. The item has areference with the campaign
ID and the basket displays the
campaign price.
The customer completesthe checkout process and
on the order confirmation
the campaign ID is
referenced.
This process describes the typical process when a B2C customer receives a Campaign ID via E-mail and
uses this campaign ID in the web shop in order to get a discount on the campaign products.
In addition to this process, you could also imagine the following variant:
Instead of entering the Campaign ID upon initially entering the web shop, products are first added to the basket. The Campaign ID is then entered in the basket itself and the system validates which items are
eligible for the campaign prices.
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Process Detail – B2C Scenario
Creation of campaign with discount
information for product DPC1005
Campaign ID
Mail with campaign information
(campaign ID and/or link to shop
with MIG)
If link to shop with MIG is used the
customer gets the campaign ID withcampaign pricing automatically
(above). Right side: campaign ID
entered manually in shopping
basket.
One of the most common delivery mechanisms for distributing the Campaign ID to customers is via
email. Generally, when a customer receives an email message which highlights one or more products,
the email contains a link to the web shop. The link can also contain a MIG. When the customer clicks the
link and gets routed to the web shop this MIG is used to determine the Campaign ID. Then the
Campaign ID is automatically populated into the Campaign ID field in the web shop. By automatically populating the field with the Campaign ID the campaign price along with the list price is shown in the
product catalog. If the customer does not enter the web shop via a link, the Campaign ID can either be
entered by the customer in the Campaign ID field immediately after entering the webshop or in the
campaign ID field in the shopping basket.
The seller has the possibility to set up a campaign which is either open to any business partner includinganonymous users, or a campaign which is only available to specified business partners.
If the campaign is open and the ID can be used by anyone then there is no requirement to login first to
see the campaign price. This will most likely be the majority of the cases in the B2C scenario. This
means that any discount that is associated with the Campaign ID will be given to any consumer who
enters the ID and places an order.
However, in the event that a campaign is restricted only to specific consumers then a validation must
occur. In this case, once the user enters the ID, the user is prompted to log in with his/her user ID and
password.
In the B2C shopping basket the Campaign ID can only be entered on header level. Based on the enteredCampaign ID on header level, the system determines if the added line items of the shopping basket
belong to the campaign. For those items belonging to the campaign, the campaign specific price is
displayed.
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Campaign Process Overview – B2B Example
A business partner
receives a mail with a
promotional offer.
Back in the catalog hesearches for additional
products, checks the suggested
cross- and up-selling productsand adds some of them to the
order.
He adds this product that is
on promotion to the
shopping basket. The
campaign ID is
automatically copied to the
line item in the basket.
The business
partner completes
the checkout
process and reviews
the order
confirmation.
The confirmation includesthe campaign ID reference
on the line item.
He logs in to the web
shop and enters thecampaign ID in the
product catalog. He views
the product list in the
catalog and sees the
campaign specific price
for a product on
promotion.
B2B Web shopB2B Web shop
The process above describes the typical process when a B2B customer receives a Campaign ID via E-
mail and enters this Campaign ID on the line item for the product.
In addition to this process, you could also imagine the following variant:
The B2B customer does not need to enter the Campaign ID manually in the shopping basket to receivethe promotional offer if automatic campaign determination is used. In this case the system will
automatically check if the product is part of a campaign. If it belongs to more than one relevant
campaign, a popup appears and the customer is prompted to select a Campaign ID.
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Process Detail – B2B Scenario
Creation of campaign with discount
information for product DPC1005
Campaign ID
Mail with campaign information
(campaign ID for entering in B2B
shop)
Campaign ID entered on product
catalog level (above). Right side:
Campaign ID entered on header level in
shopping basket.
In the B2B scenario, the user must log in first before any Campaign ID can be entered. After logging
into the web shop, the customer can enter the Campaign ID. By navigating through the product catalog
the B2B customer can see in the product catalog those products which are part of the campaign. For
these products, he can see the list price as well as the campaign price. This enables him to see the benefit
of the Campaign ID.
Alternatively, the B2B customer can also enter the Campaign ID in the shopping basket. For this case
the following statements are valid.
First, entering the Campaign ID on header level: If a Campaign ID is entered on the header level of
the shopping basket, the value is copied to the item level campaign field only for any new items which
are entered in the basket. Existing items in the basket will not be changed and will not have the
Campaign ID reference on item level. In order to remain consistent with other header data such as
“ship to address” and “requested delivery date”, the Campaign ID which is entered on the header will
be copied to the line items in the order. But only those items which are valid will have the campaign
price displayed.
Second, entering the Campaign ID on item level: The B2B customer has already added some products to the shopping basket and he does not enter the Campaign ID on the header level but instead
on line item level. Since the Campaign ID has not been entered previously, the campaign price is
displayed only after entering the ID on the item level. You should keep in mind, that per line item only
one Campaign ID can be entered.
Alternatively, the B2B customer could have already entered a Campaign ID on the header level, which is
then copied to the item level, but then decides to enter a different code on the item level. In this case the
Campaign ID is validated for that specific line item. If it is valid, this specific campaign price is
displayed thereafter. If it is not valid, then an error message is displayed and the code must be removed.
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The interaction object supports high-performance
execution of mass campaigns and simultaneously ensures
tracking of each outbound contact in the system
Generation of interaction objects is supported for all asynchronous
outbound channels: e-mail, fax, SMS, and letter Interaction objects do always have an outbound direction
After successful generation, the status is set to completed
If no contact was possible, the status is set to error
A minimal amount of information means that the interaction object offers
very high performance
An interaction object contains
Recipient
Send date and time Campaign
Content of the e-mail, fax, SMS, or letter
Campaign Execution: Interaction Object
Interaction object is a generic term customizing can be set up to define application-specific
naming
The interaction object is fully integrated with the following capabilities:
• Activity management• Account management and business partner fact sheet
• Interaction center Windows client
• Interaction center Web client
The following features are supported for the interaction object within the capabilities:
• Document flow (including navigation to preceding and succeeding documents), creation of follow-
up documents.
• Integration with the reporting framework means that interaction objects can be searched in the
interaction history.
Comprehensive status information allows detailed reporting based upon interaction objects. Possible
status settings include• Contact achieved
• Contact not possible (missing communication data)
• Contact not possible (incorrect communication data)
• Contact not permitted (maximum usage of BP list)
• Contact not permitted (block indicator for BP)
• Contact not possible (technical problems)
Consistent campaign response reporting is ensured
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Interaction object displayed in activity management –
SAP UI
Campaign Execution: Interaction Object – Example
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Outbound contact generation during campaign execution
requires the following customizing
Communication method
A communication medium is assigned one or more communication
methods
The communication method defines
The campaign execution channel
The transaction type used to generate campaign outbound contacts
Example: asynchronous execution channel – mailCommunication medium: E-mail
Communication method: Internet mail
Transaction type: empty => interaction object will be created
Campaign Execution: General Customizing for Outbound Contact Generation
In this case (communication medium “Internet mail“ and transaction type “ “), mails and interaction
objects - for all business partners in the target group - are generated upon executing the campaign.
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E-Marketing: Unit Summary
You are now able to:
Outline the marketing functions used in E-Selling
Generate personal and global product recommendations(bestsellers) in a Web shop
Customize accessories, cross-selling, down and up-selling for the
Web shop
Understand the B2B and B2C processes for campaign integration
and execution within the web shop
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Exercises
Topic: Marketing Functions
At the conclusion of this exercise, you will be able to:• Create bestsellers and personalized product recommendations.
• Create target groups.
• Create top n product lists.
• Create product association rules for cross-selling and up-selling products.
1-1 IDES Inc. would like to offer bestsellers and personalized product recommendations in itsWeb shop. Your task is to extend the B2C Web shop to include marketing functions. First
you will offer global product recommendations (bestsellers) that are valid for all
consumers of your Web shop. You will then offer personalized product recommendations
in the Web shop.
1-1-1 Call up your Web shop ZB2CSHOP## .
Use the link in your favorites folder or the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do
Take a look at the fields for product recommendations.
These fields are relevant for controlling marketing functions. In the next steps you
are going to fill these fields step by step.
1-1-2 To offer global product recommendations, you first have to maintain a global target
group to address all customers in your B2C Web shop.
SAPmenu → Marketing → Segmentation → Marketing Segments → Segment Builder
Name:Global Target Group ##
Save your target group.
1-1-3 The second step is to create a permanent top n list.
SAPmenu → Marketing → Product Proposals → Maintain Top n Products
Create a top n list called ZTOPN_## with the description Top n List 01 for group
## .
Add products HT-1040 and HT-1050 and the global target group to your top n list.
Save your top n list.
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1-1-4 Enter the global target group in the profile for your B2C Web shop.
use the link in your favorites folder of the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do
Log on with your CRM user and choose Existing Shops.
Search for shop ZB2CSHOP## and choose Change.
Target group for product recommendation: Global Target Group ##
Save your changes.
1-1-5 To display your top n list in the B2C Web shop, you have to maintain the relevant products in the product catalog.
Call up your product catalog ZCAT## .
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user and select your catalog.
Maintain products HT-1040, HT-1050 and HT-1055 in the (manual) catalog area
Scanners .
Activate the products and the corresponding catalog area and save your entries.
Carry out an update replication for your product catalog to the index server.
Product Catalog: ZCAT##
1-1-6 Look at the results. Call up the Web shop and check whether the two products arelisted in your Web shop as bestsellers.
Start your browser and call up the B2C scenario.
Use the link in your favorites folder of the following URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Choose your Web shop ZB2CSHOP## .
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1-1-7 Now maintain the personal product recommendations. Create an Attribute Set and
assign it to your B2C Web shop. Before you can create this Attribute Set , you haveto create attributes with a defined value range.
Create two attributes.
Attribute: Z##_HOBBIES
Description: Your hobbies## Type: Character format
Number of chars/digits: 30 Valuation: Multiple values
Maintain the following attributes on the Values tab page:Attribute value: CookingDescription: I like cooking
Attribute value: Bowling
Description: I like bowling
Save your entries.
Attribute: Z##_COLOR
Description: Your preferred colors##
Type: Character format
Number of characters: 30
Maintain the following attributes on the Values tab page:Attribute value: Yellow
Description: Preferred color yellow
Attribute value: RedDescription: Preferred color red
Attribute value: Blue
Description: Preferred color blue
Save your entries.
1-1-8 Create the Attribute Set Z##_AS .
Attribute Set: Z##_AS
Description: Attribute Set for group ##
To this Attribute Set , assign your attributes:Attribute: Z##_HOBBIES
Attribute: Z##_COLOR
Save your entries.
1-1-9 Choose this Attribute Set in the corresponding field in your Web shop.
Use the link in your favorite folder or the following URL:http://<webserver:port>/shopadmin/shopadmin/init.do
Log on with your CRM user and choose Existing Shops.
Search for shop ZB2CSHOP## and choose Change.
Attribute Set: Z##_AS
Save your entries.
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1-1-10 Once you have created an Attribute Set and assigned it to your Web shop, visitors
to the Web shop can use this set as a basis to create their own customer profiles.
Call up the Web shop with the B2C user you created in Unit 2 and maintain the
customer profile.
Start your browser and call up the B2C scenario.
Use the link in your favorites folder or the following URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Select your Web shop ZB2CSHOP## , log on with your user, and maintain acustomer profile.
In the next exercise, you will create a target group for customers who prefer yellow products. Set the preferred color in the customer profile to yellow.
Save your customer profile.
1-1-11 To enable customers to receive personalized product recommendations, customers
must be assigned to a target group.
You will create a target group for customers who are interested in yellow products.
Maintain a data source for the segment builder.First create your data source Z##_AS with type Attribute Set , then create anattribute list (description: Attribute List group ## ) with category and segment type
product proposal and assign your new Attribute List as data source.
Save your entries.
Create a specific target group and assign your Business Partner to it. (Your
Business Partner has chosen Preferred color yellow.)
1-1-12 Create a top n list called ZTOPN_##_2 with the description TOP n List 2 for group## . Add product HT-1055 to this list. Follow the same procedure as before, but in
the field Target group maintain your new specific Target Group (Preferred color
yellow).
1-1-13 Look at the results. Call up the Web shop and check whether your product HT-1055 appears as the personalized product recommendation.
Start your browser and call up the B2C scenario.
Use the link in your favorites folder or the following URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Select your Web shop ZB2CSHOP##, log on with your user and look at the
personalized recommendations.
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Exercises
Topic: Marketing Functions: Up/Down-Selling
1-2 You would like to integrate up/down-selling functionality in your Web shop. To do so, you
are going to specify an up/down-selling relationship between various products.
1-2-1 The printer HT-1050 is a product that you would like to propose as a higher-value
alternative to the printer HT-1055. Create the product association rule for theuniversal target group.
Target group: Global Target Group ##
Description: Product Proposal Rule for Group ##
Up-/Down-Selling Products
Product: HT-1055
Rank: 1 Product: HT-1050
Rank: 2
Activate the rule and save your entries.
1-2-2 To display this relationship on the Web, you need to update your Web shop.
Go to your Web shop ZB2CSHOP## .
Use the link in your favorite folder or the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do
Log on with your CRM user and choose Existing Shops.
Search for shop ZB2CSHOP## and choose Change.
Method schema: 000006
Standard Target group for
global cross-/up-selling: Global Target Group ##
Save your entries.
1-2-3 Call up your B2C Web shop. Add product HT-1055 to your shopping basket. A
higher-value alternative will be proposed for all the customers that add this product
to their shopping baskets.
Start your browser and call up the B2C scenario.
Use the link in your favorite or the following URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Replace product HT-1055. with product HT-1050
You can find this higher-value alternative as well in the product catalog via
Alternatives next to product HT-1055.
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Exercises
Topic: Marketing Functions: Accessories
1-3 When customers add products to their shopping baskets, suitable accessories are proposed
automatically.
1-3-1 Define accessories for product THT-00-## . Define an accessory relationship
between products in the product master for this purpose.
Select your product THT-00-## and define product HT-1092 as an accessory.
Save your entries.
1-3-2 Carry out an update replication of your product catalog ZCAT## .
1-3-3 Check the results in the Web shop Z B2BSHOP# #.
Start your browser and call up the B2B scenario.
Use the link in your favorites folder or the following URL:
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
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Exercises
Unit: E-Marketing
Topic: Campaign determination
At the conclusion of this exercise, you will be able to:• Create a new Communication medium.
• Create campaigns in CRM.
• Understand the document flow in CRM
1-1 Create a new Communication medium “##dt” with transaction type: interaction object and
Communication Method: .”Internet Mail”
IMG Customer Relationship Management Marketing Marketing Planning and Campaign Management Campaign
Execution Define Communication Medium
1-2 Create a campaign by copying campaign PC4YOU_ECO.
SAP Menu Marketing Marketing Planning and CampaignManagement Marketing Planner
1-2-1 Copy campaign PC4YOU_ECO to campaign ##_dt_e_commerce.
1-2-2 Set start and end of campaign to the actual date.
1-2-3 Enter a campaign price for product HT-1080 and set status to released. Save the
campaign.
1-2-4 Enter the B2B shop with B2b user and create a standard order with product HT-1080. Check the price.
1-2-5 Enter the details of the line item and enter your campaign. Update the order and
check the price. You should now see your campaign price.
Log off.
12-6 Change your campaign. Enter Condition Type: ZCD0 and fill in product: HT-1080,Sales Org/Distribution Channel: US Sales and Service / 30, SP: Use business
partner number that represents the B2B user ID
1-2-7 Log on to B2B again and create another standard order for HT-1080. Check the
price. You should see the campaign price without entering the campaign manually.
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1-3 Optional.
Check settings for campaign determination.
IMG Customer Relationship Management Basic functions Campaign determination
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Solutions
Topic: Marketing Functions
1-1 IDES Inc. would like to offer bestsellers and personalized product recommendations in its
Web shop. Your task is to extend the B2C Web shop to include marketing functions. Firstyou will offer global product recommendations (bestsellers) that are valid for all
consumers of your Web shop. You will then offer personalized product recommendations
in the Web shop.
1-1-1 Call up your Web shop ZB2CSHOP##.
Use the link in your favorites folder or the following URL:http://<webserver:port>/shopadmin/shopadmin/init.do
Choose the Display,Change and Delete existing shops link
Choose the Search button
Choose the ZB2CSHOP##
Take a look at the fields for product recommendations.
Choose the Marketing tab.
These fields are relevant for controlling marketing functions. In the next steps you
are going to fill these fields step by step.
1-1-2 To offer global product recommendations, you first have to maintain a global target
group to address all customers in your B2C Web shop.
SAPmenu → Marketing → Segmentation → Marketing Segments → Segment Builder
Create a target group.
Name: Global Target Group ##
Choose Create Profile Set .
Choose Product Proposal and maintain in the description Profile Set Group ##.
Leave the field Master Group empty.
Now click with your right mouse in the central area and choose Create TargetGroup.
Click again with your right mouse on the new target group and choose TargetGroup Properties. Maintain description Global Target Group ## and confirm
your entry.
Save your target group.
Choose the Save button
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1-1-3 The second step is to create a permanent top n list.
SAPmenu → Marketing → Product Proposals → Maintain Top n Products
Create a top n list called ZTOPN_## with the description Top n List 01 for group
## .
Choose Top n list → Create, enter ZTOPN_## in the ID field and Top n List 01 for group ## in the description field.
Add products HT-1040 and HT-1050 to your top n list.
On Item Level first maintain your ZB2CSHOP## in the field Shop,
On tab Business Partner:
Reference type: Marketing Segment, Type description:Target group,
Description: Global Target Group ##
On tab Product :
Reference type: product , Prod. Type: Material , ID: HT-1040 in line 10; HT-1050
in line 20
On Header Level set the Status of your list to Active.
Save your top n list.
Choose Save
1-1-4 Enter the global target group in the profile for your B2C Web shop.
Use the link in your favorites folder or the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do
Log on with your CRM user
Choose the Display,Change and Delete existing shops link
Choose the Search button
Choose the ZB2CSHOP##
On tab Marketing select Display Global Product Recommendation and maintain
your global target group.
Target group for product recommendation: Global Target Group ##
Save your changes.
Select Save.
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1-1-5 To display your top n list in the B2C Web shop, you have to maintain the relevant
products in the product catalog.
Call up your product catalog ZCAT## .
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80 X
Log on with your CRM user and select your catalog.
Choose Change.
Maintain products HT-1040, HT-1050 and HT-1055 in the (manual) catalog area
Scanners.
Activate the products and the corresponding catalog area and save your entries.
Choose Save.
Carry out an update replication for your product catalog to the index server.
Click on Replication in the second level navigation bar → Update Replication
Product Catalog: ZCAT##
Select Update Replication.
1-1-6 Look at the results. Call up the Web shop and check whether the two products are
listed in your Web shop as bestsellers.
Start your browser and call up the B2C scenario.
Use the link in your favorites folder or the following URL: http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Choose your Web shop ZB2CSHOP## .
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1-1-7 Now maintain the personal product recommendations. Create an Attribute Set
and assign it to your B2C Web shop. Before you can create this Attribute Set , youhave to create attributes with a defined value range.
SAPmenu → Marketing → Segmentation → Marketing Attributes → Maintain
Attributes
Create two attributes.
Attribute: Z##_HOBBIES
Choose Create. Description: Your hobbies##
Type: Character format
Number of chars/digits: 30Valuation: Multiple values
Maintain the following attributes on the Values tab page:
Attribute value: Cooking
Description: I like cooking Attribute value: Bowling
Description: I like bowling
Save your entries.
Attribute: Z##_COLOR
Choose Create. Description: Your preferred colors ##
Type: Character format
Number of characters: 30
Maintain the following attributes on the Values tab page:Attribute value: Yellow
Description: Preferred color yellow
Attribute value: RedDescription: Preferred color red
Attribute value: Blue Description: Preferred color blue
Save your entries.
1-1-8 Create the Attribute Set Z##_AS .
SAPmenu → Marketing → Segmentation → Marketing Attributes → Maintain
Attribute Sets
Choose Create.
Attribute Set: Z##_AS
Description: Attribute Set for group ##
To this Attribute Set, assign your attributes:
Attribute: Z##_HOBBIES Attribute: Z##_COLOR
Save your entries.
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1-1-11 To enable customers to receive personalized product recommendations, customers
must be assigned to a target group.You will create a target group for customers who are interested in yellow products.
Maintain a data source for the segment builder.
SAPmenu → Marketing → Segmentation → Marketing Segments → Maintain Data
Sources for Segment Builder
First create your data source Z##_AS with type Attribute Set , then create an
attribute list (description: Attribute List group ## ) with category and segment type
product proposal(sl and assign your new Attribute List as data source.
Choose Create Data Source button, Choose Origin Type Attribute Set and name
Z##_AS . Save your entries.
Now choose Create Attribute List button, (if you don’t see the button, choose
Show/Hide Locator ) and description Attribute List group ## and category and
segment type Product Proposal(s). Select Enter and choose Assign Data Source.
Select your Attribute Set for group ##.
Expand your attribute set and Check both boxes (hobbies and colors) which
appear beneath Attribute Set for group ##.Save your entries.
Create a specific target group and assign your Business Partner to it.( Your business partner has chosen Preferred color yellow.)
SAPmenu → Marketing → Segmentation → Marketing Segments → Segment
Builder
Choose Profile Sets and double click on Profile Set Group XX.
Choose the attribute list button and select the attribute list Attribute List group## All attributes will appear. Now click with the right hand mouse on Your
preferred colors and Choose: Create filter with value yellow.Then drag and drop this filter to the profile set area. Right mouse click on the
new profile and choose Build Target Group. Now you can see two symbols, one
for the profile and a smaller one for the target group. The digit 1 indicates that
one Business Partner is assigned to your Target Group. Right mouse click on
the profile/target group and choose Open Target Group. Now you will see the
assigned business partner.
Choose Save
1-1-12 Create a top n list called ZTOPN_##_2 with the description TOP n List 2 for group## . Add product HT-1055 to this list. Follow the same procedure as before, but in
the field Target group maintain your new specific Target Group (preferred color yellow).
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1-1-13 Look at the results. Call up the Web shop and check whether your product HT-1055
appears as the personalized product recommendation.
Start your browser and call up the B2C scenario.
Use the link in your favorites folder or the following URL:
http://<webserver:port>/b2c/b2c/init.do
Select your Web shop ZB2CSHOP## , log on with your user and have a look at the
personalized recommendations.
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Solutions
Topic: Marketing Functions: Up/Down-Selling
1-2 You would like to integrate up/down-selling functionality in your Web shop. To do so, you
are going to specify an up/down-selling relationship between various products.
1-2-1 The printer HT-1050 is a product that you would like to propose as a higher-valuealternative to the printer HT-1055. Create the product association rule for the
universal target group.
SAPmenu → Marketing → Product Proposals → Maintain Cross- /Up- /Down-
Selling Rules
Choose Up-Selling/Down-Selling Rule.
Target group: Global Target Group ## Description: Product Proposal Rule for Group ##
Up-/Down-Selling ProductsProduct: HT-1055
Rank: 1
Product: HT-1050Rank: 2
Activate the rule and save your entries.
Select Activate and then Save.
1-2-2 To display this relationship on the Web, you need to update your Web shop.
Go to your Web shop ZB2CSHOP## .
Use the link in your favorites folder or the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do
Log on with your CRM user
Choose the Display,Change and Delete existing shops link
Choose the Search button
Choose the ZB2CSHOP##
On the tab Marketing, select Display product related proposals and maintain the
following data:
Method schema: 000006
Select Personalized product related proposals and maintain the following data:
Standard Target group: Global Target Group ##
Save your entries.
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1-2-3 Call up your B2C Web shop. Add product HT-1055 to your shopping basket. A
higher-value alternative will be proposed for all the customers that add this productto their shopping baskets.
Start your browser and call up the B2C scenario.
Use the link in your favorites folder or the following URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Replace product HT-1055. with product HT-1050
You can find this higher-value alternative as well in the product catalog via Alternatives next to product HT-1055.
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Solutions
Topic: Marketing Functions: Accessories
1-3 When customers add products to their shopping baskets, suitable accessories should be
proposed automatically.
1-3-1 Define accessories for product THT-00-## . Define an accessory relationship between products in the product master for this purpose.
SAPmenu → Master Data → Products → Maintain Products
Select your product THT-00-## and define product HT-1092 as accessory.
Choose the Search tab page . Enter:
ID / Descr.: THT-00-##
Choose Start . Select your product and select Relationships.Enter the following values on the Accessories tab:
Product: HT-1092
Save your entries.
1-3-2 Carry out an update replication of your product catalog ZCAT## .
SAPmenu → Master Data → Product Catalog → Update Replication
Choose your product catalog: ZCAT## .
Choose Execute
1-3-3 Check the results in the Web shop B2BSHOP## .Start your browser and call up the B2B scenario.
Use the link in your favorites folder or the following URL:
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Go to the area printers and choose Accessories next to product THT-00-##.
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Solutions
Unit: E-Marketing
Topic: Campaign determination
1-1 Create a new Communication medium “##dt” with transaction type: interaction object.
SAP IMG → Customer Relationship Management → Marketing → Marketing Planning
and Campaign Management → Campaign Execution → Define Communication Medium
Choose New entries
Medium:##dt
Communication Medium: ##dt with interaction object
Choose Save
Select entry ##dt Double Click on “Communication Methods and Transaction Types”
Choose New entries
Priority: 1, Communication Method: Internet Mail (SMTP )
Leave Transaction type empty in order to create interaction objects!
Save
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1-2 Create a campaign by copying campaign PC4YOU_ECO.
1-2-1 Copy campaign PC4YOU_ECO to campaign ##_dt_e_commerce.
SAPmenu → Marketing → Marketing Planning and Campaign Management →
Marketing Planner
Click at the right side of the create Button and select: campaign by copying
Enter name and description: ##_dt_e_commerce
Template: PC4YOU_ECO
Save
1-2-2 Set start and end of campaign to the actual date
On the Basic Data Tab fill in the following:
Field Plan start: Today’s date
Field Plan end: Today’s date
Save
1-2-3 Enter a campaign price for product HT-1080 and set status to released. Save the
campaign..
On the Discounts Tab fill in the following:
Condition Type (CCTC): 1201
Sales Organization/Distribution Channel: US Sales and Service/30
Product: HT-1080
Amount/Currency: $150.00 USD
On the Basic Data tab change the following:
Change Status : Released
Save
1-2-4 Check your web shop settings to ensure that you allow manual entry of campaigns
within your web shop.
Use the link in your favorites folder or the following URL: http://<webserver:port>/shopadmin/shopadmin/init.do
Log on with your CRM user
Choose the Display,Change and Delete existing shops link
Choose the Search button
Choose the ZB2BSHOP##
On the tab Marketing, select Allow manual entry of Campaigns in the campaign
section
Save
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1-2-5 Enter the B2B shop with your B2B user and create a standard order with product
HT-1080. Check the price
Use the link in your favorites folder or the following URL:
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Log on with user and password.
Click on the link Create New Order below the heading New Transactions in the
start page
Product: HT-1080
Quantity: 1
1-2-6 Enter the details of the line item and enter your campaign. Update the order and
check the price. You should now see your campaign price.
Click on the triangle at the left to enter the item details
Campaign: ##_dt_e_commerce
Click on Button “Update”
Enter delivery date if requested
Log off
1-2-7
1-2-8 Change your campaign. Enter Condition Type: ZCD0 and fill in product: HT-1080,Sales Org.: US Sales & Service / 30, SP: business partner that represents the B2B
user ID
On the Discounts Tab fill in the following:
Condition Type (CCTC): ZCD0
Sales Organization/Distribution Channel: US Sales and Service/30
Product: HT-1080
SP: Put sold to party number that corresponds to B2B user login
Save
1-2-9 Log on to the B2B web shop again and create another standard order for HT-1080.
Check the price. You should see the campaign price without entering the campaignmanually..
Use the link in your favorites folder or the following URL:
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Log on with user and password.
Click on the link Create New Order below the heading New Transactions in thestart page
Product: HT-1080
Quantity: 1
Click on the triangle at the left to enter the item details
Check if campaign ##_dt_e_commerce is found automatically
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1-3 Optional.
Check settings for campaign determination
IMG Customer Relationship Management Basic functions Campaign
determination
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E-Service
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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E-Service
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
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E-Service: Unit Objectives
At the conclusion of this unit you will be able to:
Describe the E-Service functions
Explain how to use E-Service
Explain the different ways to handle complaints and returns in
the web shop
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E-Service I
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
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E-Service: Main Features
Extend enterprise knowledge, information, and
customer services to the Internet.
Provide customers with the ability to check order status, obtain
order tracking information, and research and resolve their own
product problems without involving a service representative.
Account Self-Service – Registration
Knowledge Management
FAQs by Product
Solution Search
Installed Base Management
Product Registration
Request Management
Complaints and Returns Management
Account Self-Service: MySAP CRM provides customers with self-service for detailed account
information and maintenance tools. With mySAP CRM, customers can register for user accounts, update
their personal account information, and monitor their interaction activities online. Knowledge Management: mySAP CRM enables customers to research and resolve their own service
problems without involving service representatives. Customers can browse frequently asked questions
(FAQs) linked to specific products, or search for answers using natural language.
Request Management: mySAP CRM provides web customers the tools to create, update, and check the
status of service requests throughout the entire service process. Key service request management features
include an automatic check for entitlements, as well as the ability for customers to select the most
convenient appointment time for a field service visit.
Live Customer Support: The Live Web Collaboration capabilities of mySAP CRM allow
organizations to provide immediate assistance to customers from within the Web site. Customers can
choose to chat, co-browse, e-mail, or submit a call-back request.
Installed Base Management: mySAP CRM enables online customers to manage their current
portfolios of purchased products. Customers can also initiate service requests from selected products or
installations through complete, personalized views of their purchased products and installations.
Complaints and Returns: The complaints and returns capabilities of mySAP CRM let customers
create, maintain, and track their own complaints and returns.
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1. Solution Searchincl. FAQs by Product
2. Service Request Managementincl. Installed Base Management
3. Complaints and Return
Management in E-Commerceincl. Product Registration
E-Service Scenarios within the Solution Manager
Three Scenarios for E-
Service within the SAP
Solution Manager:
Solution Search
The Solution Search is a set of self-help tools that your customers use to solve their problems.
Customers who encounter a product problem should start with Frequently Asked Questions (FAQs),
which are designed to address the more common product issues faced by customers. If an FAQ Searchdoes not result in a problem resolution, customers can use the Solution Assistance, that enables them to
enter a problem description and perform a search on relevant solutions.
If a solution still eludes customers after they have used the FAQ Search and the Solution Assistance,
they can turn to Live Customer Support to contact an agent directly.
Service Request Management
A service request is a detailed message sent to an agent concerning a product problem. When your
customers create a service request, they can specify which product, installed base, or registered product
is concerned by the request.
In this scenario customers use a web interface to create a service request for an installed base
component. Customers check whether the service that they are requesting is covered by a warranty or a
service contract.Complaints and Returns Management in E-Commerce
Your customers can create complaints so that you take action and meet their expectations. A complaintcan be linked to a registered product or an installed base component. Complaints can also be linked to
products from the product catalog. E-Commerce enables customers to manage their complaints and
returns via the Web.
In this scenario customers register a product so as to activate its warranty. They then create complaintslinked to a registered product with which they are not satisfied.
Supported Request Types: Service Request, Complaint, Information Request
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B2C
B2B
Internet Customer Self Service: B2B and B2C
Contact Person logs on
Consumer logs on
E-Service is based on the Internet Customer Self Service (ICSS).
The ICSS is an internet application that enables companies to provide online support and service to
customers via a Web interface that connects to an SAP CRM system.
ICSS needs the following system components: CRM, Trex and SAP J2EE Server
URLs:
Business-to-Business (B2B): http://<webserver:port>/icss_b2b/
Business-to-Consumer (B2C): http://<webserver:port>/icss_b2c/
It is possible to integrate the scenario Business-to-Business (B2B) of the ICSS application into the SAP
Enterprise Portal. The Enterprise Portal as a single point of entry enables Internet or Intranet users to
have access to different applications like Internet Sales and ICSS from one environment.
There are two types of customizing:
ICSS specific customizing: See configuration settings within the Solution Manager for more details
SAF customizing: IMG Customer Relationship management Enterprise Intelligence
Software Agent Frame Work
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B2C2B
Account Self-Service – Registration
Contact person for a registered
company
Contact person for a non-
registered company
Private consumer
Consumer with a customer ID
Registration information is validated against CRM (for example, country, region, postal code).
Optional to customize the immediate creation of the accounts or have a workflow triggered to the
security administrator (there is a workflow in registration process that you can configure, so thatsomeone has to get authorization from company to activate account).
Security administrator will assign information security profile (covered later) segments data so they can
get access for specific data in the solution data base.
A Web user can be either a service user or a named user. Each type comes with a different authorization
profile. In the standard scenario, Web users would browse anonymously through the Web site as service
users. When they login, they switch to a named user based on their own authorization profile and
business partner data.
For security purposes, users of type named user cannot switch to other users.
After the customer has logged in they can maintain their personal data, such as changing their address.
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E-Service II
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
With Release 4.0, the Solution Search component in ICSS covers the following enhancements:
Integration with TREX (new in 4.0)
Free text search (usage of linguistic search method)
Search refinement (new in 4.0)
Feedback on search result (new in 4.0)
Download and/or save attachments in a local disc space
E-mail to third party
Link to service request
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Solution Search in mySAP CRM
Review List of
Solutions
Enter Search
Criteria
Contact Customer
Support
Solution to customer via
e-mail, chat or phone
Search FAQ’s
by Product
Review List of
FAQs
FAQ Search
Solution Search
Live Customer Support
12
3
4
5
6
Web front end ICSS
The scenario Solution Search helps to:
Increase customer satisfaction – added convenience of 24x7 support
Reduce cost per interaction by empowering customers to help themselves
Provide consistent, accurate information for the customer
Improve operational efficiency by removing agents from interactions that can be resolved using self
service
A customer could use the Solution Search in the following manner:
The customer has questions regarding an error in the installation process of a purchased product. The
customer accesses the vendor’s Web self-service site for Frequently Asked Questions (FAQs).
The customer reviews the list of FAQs for the product, but the information is not listed.
The customer expands the search by entering the description and characteristics of the problem for a
search on the vendor’s knowledge base.
The customer reviews all the relevant solutions displayed, finds the matched solution to the problem,
but requires clarification on one of the processes.
The customer initiates a Web chat with a live interaction center agent to clarify the solution process.
The contact center agent answers the customer inquiry and emails additional information to the
customer.
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Frequently Asked Questions (FAQs)
FAQs are linked to a product and a problem
Products are assigned to a product hierarchy
Problems need to be in a released status and
with at least one released solution
Solutions are retrieved from the Solution Data
Base
FAQ Search
Frequently Asked Questions (FAQs) are designed to address the more common product issues faced
by customers. FAQs by product enable ICSS users to access solutions related to a specific product.
Instead of writing a problem description themselves and conducting a specific search, users can save
time and browse through pre-defined FAQs.
CRM Backend System Configuration
Define the product hierarchy for the Internet Customer Self-Service. To define which product categories
are offered for selection in ICSS and thus determine which products will appear in ICSS, in
Customizing, choose Customer Relationship Management E-Service Internet Customer Self-
Service Define Hierarchy for Product Selection in the Internet .
To create FAQs in the CRM system:
Run transaction CRMD_IIA_FAQ. A product selection dialog box appears.
Press F4 to select the product for which you want create an FAQ.
You are now in the FAQ main screen. The product that you just selected should now appear under the
Product Description area.
Choose Change to switch to edit mode.
Search Criteria: the Search for Problem dialog box will automatically appear if the selected productdoes not have an FAQ maintained for it yet. Use F4 in the Problem field to select a problem to link to
the product that you chose above.
Your selected problem should appear in the FAQ area.
Replace the default text How to (problem number) with the text for your FAQ.
Save.
If automatic compilation is not switched on, compile the solution database index. This enables the search
engine to find the FAQs.
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Solution Search
Search
earch
Terms
erms
Solution
Database
Problems
Solutions
Words, phrases
Based on the Software Agent Framework (SAF) to enhance performance.
TREX search engine is used to retrieve problems and solutions.
User can
Refine a solution search list.
View, insert & delete My Solutions when logged in.
Access detailed information and/or provide feedback to the found solution.
Download and save attachments and/or email a solution to a third party.
How to create problems and solutions:
To create problems and solutions you can either:
1. Use TA IS01 (TA IS02 is no longer used)
2. Use SAF search service (BSP application CRM_BSP_FRAME ) e.g. in the SAP Portal.
You can also start this BSP application in the CRM system:
1. Execute the Transaction SE80.2 .Select BSP Application From drop down menu and Type CRM_BSP_FRAME, then select display
icon.
3. Expand Pages with Flow Logic then double click select.htm and execute this file using the
Test/Execute icon.
Then you need to compile via SAF compilation service to publish problems/solutions in a form of
entities in the TREX index server either via BSP application CRM_EI_CMP_ADMN in the CRM
(transaction SE80) or in the SAP Enterprise Portal.
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Compilation Service
Problems and solutions must be compiled prior to search.
The following compilation options are available:
Full Compilation
Delta Compilation
Cluster
Delta or full compilations can be scheduled as background jobs
at regular intervals.
Full Compilation: Compiles all documents. Recommended initially and if the index is corrupted.
Delta Compilation: Compiles all new and changed documents since the last compilation, and removes
deleted documents from the index.
Cluster: Groups documents and features into different classes called clusters. The document/cluster
relationship and feature/cluster relationship are used to refine the results of searches.
Delete Index: Full compilation is necessary afterwards.
Background jobs can be scheduled (for example, to trigger daily updates).
How to compile via SAF in the SAP Enterprise Portal:
a. In the Enterprise Portal, access the CRM Portal Administrator role.
b. Choose Knowledge Administration→ Indexes.
c. Select the knowledge bases that you want to compile.
d. Choose a compilation action (for example, Full Compile, Delta Compile, or Cluster ).
e. Submit the information.
The request is sent to the Java compilation server. After the Java compilation server has
processed the request, the compilation log table is updated. Another option to compile is to run the run the SAF diagnosis tool (see SAF documentation)
Checklist to avoid common problems with the Solution Search.:
No TREX server declared in the customizing
TREX index server is not responding
ICSS version does not match to CRM version. ICSS must be in the same SP as the CRM system
No SAF SDA deployed (mandatory from SP04 on)
User authorizations ICSS log files are useful to detect the source of problems
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To access the LWC you must launch ICSSand click on Contact Us
After clicking on contact us you will get this
pop-up which enables you to choose one of
four options to use:
Callback
Chat
Internet Telephony
Live Web Collaboration (LWC)
Enable the direct communication between the
Customer and the CIC Agent.
The LWC functionality in the E-Service (ICSS) scenario is the same as in the CRM Web shop.
E-Mail:
A HTML form is displayed and enables you to write down your message. Upon submitting your
message, an e-mail will be sent to the e-mail address set in the customizing file (cic-config.properties,the parameter is cic.mail.to=…..@……
Note: This option doesn’t need the CIC Agent side to be active.
Callback:
Send the telephone request to the agent side. The CIC agent will receive the telephone number of the
customer and use it to call back.
Chat:
The chat’s option enables a live communication between the customer and CIC agent .To perform this
option, both sides (CIC agent and LWC customer) have to be available. A HTML form which enablesyou to chat with a CIC Agent will be displayed.
The customer sends the chat request and the CIC Agent has to choose it before starting the chat.
The chat is initialized by the customer.
Internet Telephony:
Enables the client to speak with a CIC agent over internet telephony.
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E-Service III
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
With Release 4.0, the service and information request component in ICSS covers the following
enhancements:
Create Service request
Add external reference
Link a service product
Display and link contracts
Display warranties
Get an appointment
Search service and information request
Searching by multiple priorities
Searching for a company
Searching by an installed base component
Searching by transaction number
Display Service request
List of contracts linked to the service request
Display the appointment list
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Appointment
Scheduling
Service Contract
and Warranty
Entitlement Check
Create
Service RequestInstalled Base
Processing
Service Request Management in mySAP CRM
Service
Analysis
Request
Management
Billing
Service
Request
Processing
Web front end ICSS
11
22 33
44
5566
77
The customer creates a service request for the created product sub-component by selecting the service
to be performed from a catalog of available services for the product.
The customer selects the product for which a service request should be created from his list of installed
products, reviews the information, and creates a sub-component to the product. The customer reviews the contract/warranty information and selects the appropriate contract/warranty if
there are multiple contracts/warranties available for the selected service.
The customer selects an appointment for a service representative visit from the list of availableappointments, which are based on entered customer preferences and submits the service request.
The field service representative performs the service assignment at the customer site and performs
confirmation for the work done, materials used etc.
The service manager checks and approves the confirmation data, decides which costs should be billed
to the customer and triggers the billing of the customer.
The service manager performs analyses of the complete service order processing cycle, including
service level compliance analysis, service contract profitability analysis and customer satisfaction levelanalysis.
Installed Base Management – search, display, create and maintain installed base structure and its
components, request service for selected products of the installed base
Appointment Scheduling – ability to request a preferred date and time for an onsite visit
Contract/Warranty Entitlement Check – automatic validation of service contract and warrantyentitlements
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Manage and structure purchased
products.
Initiate a service request from a
selected product or installation.
Integration to warranty and contract
management including validation of
warranties during service processes.
Installed Base Management
Installed Base Management
Create Installed Base/Component
Web users can add installed bases or components into their installed base list.
Web users can create components of types individual product (iProduct), Text, and Object. Components
of type individual Object (iObject) can be created from a new object or from an existing one.
Display Installed Base List
Web users can view a list of their installed bases. The installed base view can be expanded to display its
components
When Web users select an installed base or a component from the installed base list, they can:
Display the details of the selected installed base or component
Create a sub-component for the selected installed base or component
Create a service request or a complaint for the selected component
Display Installed Base/Component Detail
Web users can display the details of an installed base, or of a component within the installed base.Components can be of type Text, Product, Individual Object (iObject), or Installed base. Web users can
also update components of types Text and Product.
Web users can also create a service request or a complaint related to a component from the installed base
list. Web users can create service requests or complaints for components of all types, except components
of type Installed base.
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Create service request
Search and display
Service requests
Update service request
Create Service Request
Web users can choose selection criteria to filter the requests. They can view requests created within a
date range, select a specific request type, and select a specific request status. If the Web user is a contact
of a company, he can choose between viewing his own requests or those of his company. If he is aconsumer, he will automatically view his own requests.
Request Management enables Web customers to create, update, and track the status of service requests
throughout the entire service process.
Reference to products, installations, and service
Real-time scheduling of preferred appointments
Automatic validation of contract and warranty entitlements
Customers can request their preferred method of resolution including:
- Exchange of the product for a new one
- Credit to the customer for the costs associated with the product or service
- Return of the product without a new or replacement product issued
Full status and tracking of requests from initial creation to final resolution
Upon service selection, the system will search for:
Contracts that cover the requested service. If the service is covered by more than one contracts, users
will select the most suitable one.
Available appointments for this service. Users will select a time that is convenient for them
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Web users can also:
Attach documents.
Display their service requests and monitor their status. If a service request is covered by a service
contract, that contract can be viewed in the detail view of the service request. If a service request was
linked to a solution, that solution can also be viewed in the detail view of the service request.
Update their service request details by adding information and/or changing their status. They can also
add new attachments. However, if they want to change the appointment scheduled for a service, they
must call their customer service representative. Chronologically display texts entered by themselves as well as replies entered by the agent.
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Appointment Scheduling
Appointment Scheduling
Request preferred date and time for
an onsite service representative visit
Integration to Resource Planning
Tool
For the Resource Planning Tool SAP APO is needed.
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The transaction type
Subject profiles
The catalog
The code groups and codes for catalogs
Code groups profiles
The Web transaction type
The service product catalog
Customizing Service Request: CRM Server
On the CRM Server define…
Define the transaction type:
CRM Transaction Basic Settings Define Transaction Types
Usually the transaction type S1 (Service request) and S3 (information request) exist, you can change
its customizing.
Define Subject Profiles:
CRM Basic Functions Catalog, Codes and Profiles Define Subject Profiles
Define the subject profile Complaint with subject profile category Service.
Link this service profile to the catalog Damage.
Define which catalog category will be used for the defined profile.
Define the catalog:
CRM Basic Functions Catalog, Codes and Profiles Catalogs
Add the catalogs Damage to the list of the catalogs.
Define the code groups and codes for catalogs:
Add for the catalogs Damage the code groups and codes of each groups.
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Define Code groups profiles:
CRM Basic Functions Catalog, Codes and Profiles Define Code Groups and Codes for
Catalogs
CRM Basic Functions Catalog, Codes and Profiles Define Code groups Profiles
For the subject profile Service and for the catalogs Damage specify the code groups and codes that
will be used.
Define the Web transaction type:
CRM Eservice ICSS Set Up internet Transaction Define Transaction Type for Internet
Add the web transaction type S1 (service request) and S3 (information request) and link them
respectively to the transaction type S1 and S3 and to the profile Service.
Define the service product catalog:
CRM Eservice ICSS Set Up internet Transaction Product catalog usage
Define which service product catalog and variant will be used in service request creation.
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The Web transaction type
The service request catalog
Availability of some areas during the creation
Define/customize
Customizing Service Request: Java
Define the web transaction type:
SR_CONF_CREATE_SERVREQ_TYPE:This parameter specifies which Internet transaction type is
used for the creation of service request in CRM.
SR_CONF_CREATE_INFOREQ_TYPE: This parameter specifies which Internet transaction type isused for the creation of information request in CRM.
Define the service request catalog:
PCAT_FOR_REFERENCE_OBJECT: Determines the reference object catalog.
PCAT_FOR_SERVICE_REQUEST_ITEM: Determines the service request catalog.
Customize availability of some area during the creation:
SR_CONF_SHIPTO_ADDRESS_SELECTION_DISPLAY: Determines if the ship-to address selection
feature is available during the service request creation.
SR_CONF_REFERENCE_OBJECT_DISPLAY: Determines if the reference object selection area is
available for user entry during the service request creation.
SR_CONF_APPOINTMENT_DISPLAY: Determines if the appointment selection area is available for
user entry during the service request creation.
SR_CONF_ITEM_DISPLAY: Determines if the item area is available for user entry during the service
request creation.
SR_CONF_ATTACHMENT_DISPLAY: Determines if the attachment area is available for user entry
during the service request creation.
PCAT_FOR_COMPLAINT_ITEM: This is the indicator of the product catalog used in the Complaint
Item of Complaint function. The type of product in this catalog could be Material or Service.
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E-Service IV
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
With Release 4.0, the complaint component in ICSS covers the following enhancements:
Create Complaint
Added the following fields to the item
- Reference object
- Follow up action
- View button to display the contract and warranty
Linking attachments to the complaint
Search complaints
Searching by multiple priorities
Searching for a company
Searching by an installed base component
Searching by transaction number
Display complaints
List of attachments related to the complaint
Display item detail related to complaint
Added the contract information
Added the list of follow up actions for the item
Added the summary of actions taken as a result of the follow up actions
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E-Service Complaint
The scenario Complaints and Returns Management helps to:
Reduce internal costs for order processing by automatically triggering the relevant steps for returning
products and issuing credit memos.
Increase customer satisfaction by providing different options for creating a unique return materialauthorization number.
Permanently improve product quality by defect tracking, analyzing complaint reasons, identifying
causes, defining required activities and product changes, and monitoring success.
Increase customer satisfaction by using customer surveys to ask customers with complaints for their
feedback.
Improve complaint processing by providing access to all related documents and data.
Complaint management – Create complaints, check whether warranty exists or a product can be
returned.
Customer requested actions – Indicate requested actions during the complaint creation.
Product Registration – Register purchased products, from the list of registered products the product
warranty can be viewed and a service request or complaint can be initiated.
Logistics integration – Monitor and track products to be returned or substitute products to be delivered.
Defect tracking – Analyze complaint reasons and assign the identified causes to prevent further
complaints.
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Product Registration
Individual Object
Product Registration
Registration of
products to activate
warranty
My registered products
From a registered
product list, a service
request or a complaint
can be initiated
Your customers register products and services so as to activate their warranty. Once a product is
registered, it is added to the My Registered Products page, where customers can find all their registered
products. For each product, they can view warranty information, create service requests, and createcomplaints. In this process customers register a product over the Web by logging in and choosing their
purchased product from the integrated product catalog.
Before products can be registered, they need an entry in the Permitted Object Categories (Product
Master SAP Basic Data).
Product registration leads to the creation of an individual object in the CRM system.
Display of individual objects in the CRM-System (transaction COMMPR01) is possible with user
parameter COMMPR01_IND_OBJ = X. Customer and product information is available within
Relationships.
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Select Registered Product
Create Complaint
Create Complaint for Registered Product
Web users can create complaints about goods or services that they deem unsatisfactory. Each complaint
is made up of items that Web users add to the complaint. For each complaint item, users explain why
their expectations were not met and state the actions that they request from you.
Web users can: Request a credit, a return or a replacement
Check whether a contract/warranty exists
Specify a reference object (Installed Base Component or Registered Product)
Attach documents
The Complaint component in ICSS covers the following functionalities:
Create Complaint
General Complaint Information
List of Items related to the complaint
List of attachments related to the complaint
Search and Display Complaints
Enter search criteria
The search results in a list of complaints.
Selecting a complaint from list gives the general information and the list of items related to the
complaint.
Selecting an item from the list displays the detailed information of the item as well as the follow up
action related to the item.
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Complaint Creation from Invoice
Selected items
copied intoComplaint
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Complaint Creation from Invoice (2)
Determination of
related order and
delivery document
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Customer Initiated Returns (Without Any Reference)
Customer-initiated returns
with no reference to a
previous transaction can be
managed by entitlementsgranted to customers – for
example, based on their
purchase history.
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Returns Creation from Marketing Campaign
Campaigns that
can be selected
by the customer
Campaign with product
limitation, only the listed
products can be
returned
Individual customers are allowed on a periodicbasis (that is, quarterly, annually) to return
excess inventory. The eligible customers will
be informed, and the customer can create a
returns request with reference to the campaign.
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Search and Display Complaints
Return
Request for
Main Item
Related
Credit
Information
(Main Item)
Main Item
Return
Authorization
Deliveries for
Return
Authorization
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E-Commerce Specific Configuration
Supported transaction types for Complaints and Returns via
transaction type grouping with usage ‘Complaints’ or ‘Returns’
Supported Product Service Letters
Supported Campaigns
Used transaction type
group for Complaintsand Returns creation
Used transaction type
group for PSL display
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E-Commerce Specific Configuration - Scenario Definition
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Supported invoice types for invoice search and display defined in
E-Commerce customizing
E-Commerce Specific Configuration - Supported Billing Types
All billing types over
all billing groups will
be supported in
‘invoice’ as a
reference document
for complaints
creation
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Web transaction type
Mandatory fields
Reference Object
Attachment viewable
Product catalog usage
Complaints Customizing: Java
Define/customize…
Define the Web transaction type:
COMP_CONF_CREATE_TRANS_TYPE : This parameter specifies which Internet transaction type is
used for creation in CRM. This parameter must match one of the Internet transaction type defined in
Customizing. Define the mandatory fields:
COMP_CONF_PRIORITY_MANDATORY : Determines if the priority field on complaint creation is a
mandatory field or not.
COMP_CONF_REASON_MANDATORY : Determines if the reason field on complaint creation is a
mandatory field or not.
COMP_CONF_PRODUCT_MANDATORY : Determines if the product field on complaint creation is a
mandatory field or not.
Customize display Reference Object:
COMP_CONF_REFERENCE_OBJECT_DISPLAY : Determines if the reference object selection area
is available for user entry.
Customize of Attachment viewable:
COMP_CONF_ATTACHMENT_DISPLAY : Determines if the attachment area is available for user
entry.
Customize of Product catalog usage:
PCAT_FOR_COMPLAINT_ITEM : This is the indicator of the product catalog used in the Complaint
Item of Complaint function. The type of product in this catalog could be Material or Service.
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E-Service: Unit Summary
You are now able to:
Describe the E-Service functions
Explain how to use E-Service
Explain the different ways to handle complaints and returns in
the web shop
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Exercises
Unit: E-Service
Topic: FAQs
At the conclusion of this exercise, you will be able to:• Maintain FAQs and Solutions.
• Self-register as a private consumer at the E-Service scenario.
• Register a purchased product.
• Create a service request with reference to your registered product.
1 Check out Frequently Asked Questions (FAQs) and the solution search.
You recently bought a notebook (Notebook Professional 17) and have now detected a
strange noise coming from your CD-drive. Check if you can find a solution.1-1 Call E-Service ( B2C) via the following URL:
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&language=en
1-2 Go to the FAQs area and search for a FAQ referring to Notebook Professional 17
Computer.
Field Name or Data Type Values
Product category PCShop Products
Product Notebook Professional 17
Check out the solutions provided and send one to your e-mail address.
1-3 You did not find a solution for your problem so far. Now try the solution search.
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2 Optional: Maintain Frequently Asked Questions (FAQs)
Complaints accumulate for the product T-VPR## (Printer configurable). Customers do notknow, what to do when the operating lamp is flashing. Create a FAQ on this topic.
2-1 Within the CRM start the FAQ maintenance for the item T-VPR## .
2-2 Search for a problem such as “operating lamp is flashing” and assign it to your
printer.
2-3 Check which hierarchy needs to be assigned to products so that they appear in E- Service.
2-4 Assign the hierarchy (and category PC shop products) to your product THT-00-## in the product master.
2-5 Call E-Service (B2C) again via the following URL and to check that a FAQ for
your product T-VPR## now appears.
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&langua
ge=en
3 Optional: Maintenance of the Solution Search3-1 Log on to the CRM system and access to SE80. Select and display BSP application
CRM_BSP_FRAME , right click on select.htm page and choose Test . Choose Problems to create problems (symptoms) or Solutions to create solutions.
3-2 Create a problem (Type: High Tech) and attach a solution to it.
3-3 Start E-Service again and check if your problem/solution appears in the solution
search. Why is it not displayed yet?
3-4 Delta compile the knowledge database SDB.
3-5 Check again to see if your problem/solution appears in the solution search.
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4 Self-registration as a private consumer.
4-1 Call again the URL that starts the E-Service (B2C) scenario.
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&langua
ge=en
4-2 Choose Log In. A new window will pop up. Since you don’t have a User ID yet,
you have to create one. Choose Register .
Choose Registration Type Private Consumer. Enter the following:
Title: Mr./Ms.
First Name: Jacky
Last Name: Johnson-##
Street / House Number: Marshall Rd. 8
Postal Code: 90210
City: Beverly Hills
Country/Region: United States California
E-mail Address: jacky.Johnson##@company.com
User ID: JJ##
Password/Confirm Password: welcome/welcome
Choose Submit . After the registration process is finished, close the window.
4-3 What did you just create in the CRM system?
5 Product registration
5-1 Log on to the E-Service with the user ID and password created in the exercise
above.
5-2 Click on the link that leads you into the area where you can register products.
In the catalog area on the left hand side, navigate to the Laser Printer area andclick on the product Laser Allround .
Fill out product information.
Color type: Both
Resolution: 2400 dpi
Serial Number: 12345-##Printer Speed (ppm): Up to 40 ppm
Purchase Date: Today
Choose Register , review the data and then choose Submit Registration.
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6 Optional: Create a Service Request
6-1 Take a look at the list of registered products. You should see one line item. Choosethe Service Request link at the end of this line. A Service Request High Tech form
is displayed.
Enter the following data:
Priority: High
Subject: Printer is noisyPC: Reason Code: Printer
Damage Code: Loud Noise
Reference Object: Registered Product
Description: <any>
Take a look at the warranty status.
Save the service request and note the number.
_____________________
6-2 Take a look at the service request within the PC UI (or the CRM) and confirm thatthis is the request that was created via E-Service.
URL: http://<webserverID>.wdf.sap.corp:1080/SAPPortal>
Log on to the portal with user SERVICEREP and password welcome.
Field Name or Data Type Values
Get Transaction number
Number The one from the exercise above
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Solutions
Unit: E-Service
Topic: FAQs
1 Check out Frequently Asked Questions (FAQs) and the solution search.
You recently bought a notebook (Notebook Professional 17) and have now detected a
strange noise coming from your CD-drive. Check if you can find a solution.
1-1 Call E-Service ( B2C) via the following URL:
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&langua
ge=en
1-2 Go to the FAQs area and search for a FAQ referring to Notebook Professional 17
Computer.
Choose FAQs
Field Name or Data Type Values
Product category PCShop Products
Product Notebook Professional 17
Choose Search.
1-3 Check out the solutions provided and send one to your e-mail address.
1-4 You did not find a solution for your problem so far. Now try the solution search.
Choose on the link Solution Search and check the solutions.
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2 Optional: Maintain Frequently Asked Questions (FAQs)
Complaints accumulate for the product T-VPR## (Printer configurable). Customers do notknow what to do when the operating lamp is flashing. Create a FAQ on this topic.
2-1 Within the CRM start the FAQ maintenance for the item T-VPR##.
Start Tx CRMD_IIA_FAQ.
A product selection dialog box appears.
Use F4 function key to select the product T-VPR##.
You are now in the Frequently Asked Questions main screen.
Choose Change icon to switch to change mode.
2-2 Search for a problem such as “operating lamp is flashing” and assign it to your
printer.
Via find problems search for a problem. Use the F4 Help for the field
Problem number to find a problem specified above (problem number 2).
2-3 Check which hierarchy needs to be assigned to products so that they appear in E-Service.
Start Tx COMM_PRAPPLCAT in the CRM. The hierarchy ICSS is relevant
for E-Service.
2-4 Assign the hierarchy (and category PC shop products) to your product THT-00-## in the product master.
CRM Master Data Products Maintain products
Assign hierarchy and category to the set type Product Categories.
2-5 Call E-Service (B2C) again via the following URL and to check that a FAQ for
your product T-VPR## now appears.
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&language=en
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3 Optional: Maintenance of the Solution Search
3-1 Log on to the CRM system and access to SE80. Select and display BSP application
CRM_BSP_FRAME , right click on select.htm page and choose Test . Choose
Problems to create problems (symptoms) or Solutions to create solutions.
Choose Pages with Flow Logic and then Select.htm. Select F8 and log on with
your CRM user. Then choose Problems.
You would normally call this functionality via the portal.
3-2 Create a problem (Type: High Tech) and attach a solution to it.
3-3 Start E-Service again and check if your problem/solution appears in the solutionsearch. Why is it not displayed yet?
The database needs to be compiled.
3-4 Delta compile the knowledge database SDB.
BSP application CRM_EI_CMP_ADMN in the CRM (transaction SE80)
default.htm F8
You would normally call this functionality via the CRM Portal Administrator role
3-5 Check again to see if your problem/solution appears in the solution search.
4 Self registration as a private consumer
4-1 Call again the URL that starts the E-Service (B2C) scenario.
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&language=en
4-2 Choose Log In. A new window will pop up. Since you don’t have a User ID yet,you have to create one. Choose Register .
Choose Registration Type Private Consumer.
Enter the following:
Title: Mr./Ms.
First Name: Jacky
Last Name: Johnson-##
Street/House Number: Marshall Rd. 8
Postal Code: 90210
City: Beverly Hills
Country/Region: United States / California
E-mail Address: jacky.Johnson##@company.com
User ID: JJ##
Password/Confirm Password: welcome/welcome
Choose Submit . After the registration process is finished, close the window.
4-3 What did you just create in the CRM system?
An Internet user (SU01) and a business partner account.
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5 Product registration
5-1 Log on to the E-Service with the user ID and password created in the exerciseabove.
5-2 Click on the link that leads you into the area where you can register products.
In the catalog area on the left hand side, navigate to the Laser Printer area and
choose the product Laser Allround .
Fill out product information.Color type: Both
Resolution: 2400 dpi
Serial Number: 12345-##
Printer Speed (ppm): up to 40 ppm
Purchase Date: today
Choose Register , review the data and choose Submit Registration.
6 Optional: Create a Service Request
6-1 Take a look at the list of registered products. You should see one line item. Choose
the Service Request link at the end of this line. A Service Request High Tech form
is displayed.
Enter the following data:
Priority: High
Subject: Printer is noisy
PC: Reason Code: Printer
Damage Code: Loud NoiseReference Object: Registered Product
Description: <any>
Take a look at the warranty status.
Save the service request and note the number.
_____________________
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E-Analytics
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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E-Analytics
Overview E Analytics
Sales Analyses
Web Site Monitoring
Web Analytics
Architecture
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E-Analytics: Unit Objectives
At the conclusion of this unit, you will be able to:
Explain what kind of analyses SAP offers to improve your E-
Commerce solution
Describe the E-Analytics architecture and data flow
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E-Analytics Overview and Objectives
Provide Business Metrics to measure and optimize the
success of the interaction channel E Commerce
Sales analyses of a Web shop:
Allow Web shop owners to analyze sales figures and sales-related
information of their Web shop
Technical analyses of a Web shop:
Allow Web shop owners to analyze the technical health and
performance of their Web shop
Customer Behavior analyses of a Web shop:
Allow Web shop owners to analyze how customers are navigating
through their Web shop
Sales Analyses: Based on CRM objects (order, quotation, contract); uses standard CRM Sales Analytics
Business Content (for orders, quotations, contracts) with a filtered view on the distribution channel
Internet; reports include Sales Statistics, Top n Products, Top n Customers, Top n Quotations, Contracts Technical Analyses: Based on analyzing Standard Web Log files; uses Web Site Monitoring;
reports include Status of Web site, Number of Hits/Page Views, External Referrers, Download Volume,
Server Load
Customer Behavior Analyses: Based on analyzing; uses Web Analytics; reports include Event tracking
(Top n viewed/added/deleted/ordered products), Conversion Rates (Login/Order, View/Order,
Add/Order)
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Sales Analyses: Sales Order and Quotation Analysis
Examples of Reports include:
Quotation Success Rate
Incoming Sales Orders
Top Ten Products
Top Ten Customers
A range of analyses for sales quotations and sales orders that provide
detailed analytical information about the sales that have taken place in
your organization
SAP also offers sales analyses for contracts. Examples of reports include:
Completed Sales Contracts
Cancelled Sales Contracts
Top Ten Contracts
Products in Sales Contracts
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Example of E-Analytics > Sales Analyses
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Technical Analyses – Web Site Monitoring
What Is Analyzed?
Web log files:
Can be written from any Web server
Contain technical information
Web Site Monitoring
A range of technically focused reports that provide detailed
analytical information to quickly detect technical problems
and to maintain a well-functioning Web shop
Examples of reports include:
Technical status of Web site
Number of hits
User data
Top “n” external referrers
Examples of technical information available in web log files: IP address of requesting client, Server
IP; Date and time of a request; Referrer; Bytes sent/received; Protocol version; Browser Type; Method;
HTTP response code Examples of Web Site Monitoring Reports:
Technical Status of Web site (0WEB_C01_Q0002): This query analyzes the technical status of a
Web site. Analysis for broken links, download-volume, used protocols and methods, etc. for each
server per daily interval is possible.
Number of Hits (0WEB_C01_Q0001): This query displays the number of hits (the number of files
requested by a visitor) and the file-volume sent from the server to the client (in byte) per day.
User Data (0WEB_C01_Q0003): This query analyzes (technical) user-specific data.
Top n External Referrers (0WEB_C01_Q0101): This query displays the top referrers.
Visits, Page Impressions, Hits (0WEB_C01_Q0102): This query displays the number of visits, page
impressions and hits.
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Data Flow via BW-DB Connect/UD Connect
Created from the source DB table
Cube-specific ODS
(0WEB_O04)
SAP Web AS Java
DB Table
CRM_ISA_WEC_EVENT
Queries
Web reports
InfoCube
(0WEB_C04)
DataSourceSAP/CRM_ISA_WEC_DB
DB-based
Event InfoSource
(0WEB_EVENTS)EP
mySAP
CRM
mySAP
BI
DB capturer is delivered as standard mySAP CRM E-Commerce setting:
With the DB Capturer switched on (standard setting), the system captures only business events.
The captured data is then directly written into a database table on the SAP Web AS Java 6.40 server
Data is then directly loaded from the data source to the SAP BW InfoSource
From the InfoSource data is updated via ODS to the InfoCube from which it can be analyzed with
predefined reports
Advantages of this method of data loading:
• Maintains capturing configuration only in one place (in XCM)
• Loads captured business event data directly from SAP Web AS Java into SAP BW (1:1 data
mapping; no data transformation necessary)
• Uses existing infrastructure (business event data loaded into existing InfoCube and analyzed with
existing reports)
For further details see documentation
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EP
Web Reports
Data Flow via Third Party (TeaLeaf) into SAP BW
Indexer Translates session files
into XML representation
Extracts event
information from XML
representation and
translates it
Creates flat file for
upload into SAP BW
Name: value pairs
XSL
extractor
Generic InfoSource
0WEB_GEN_01
Generic ODS
0WEB_O03
Cube-specific ODS
0WEB_O04
Contains name: value pairs
and control parameters
Transfers generic ODS data
into one data record
Contains Web-shop-specific
key figures and
characteristics
ADD_TO_BASKETVIEW_ITEMPLACE_ORDER
Capture server
Capture pipeline
Canister/ indexer
extractor
Queries
InfoCube
0WEB_C04
Alternative capturing method => recommended if customers want to analyze not only business events,
but also the whole http request/response stream, e.g. to use this data for session replay (additional third
party software license required) For further details see documentation
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Example of E-Analytics > Web Site Monitoring
A range of technical-focused reports that provide detailed analytical information to quickly detect
technical problems and to maintain a well functioning web shop.
Examples of delivered reports (queries) include:
Technical Status of Web site (0WEB_C01_Q0002): This query analyses the technical status of awebsite. Analysis for broken links, download-volume, used protocols and methods, etc. for each
server per daily interval is possible.
Number of Hits (0WEB_C01_Q0001): This query displays the number of hits (the number of files
requested by a visitor) and the file-volume sent from the server to the client (in byte) per day.
User Data (0WEB_C01_Q0003): This query analysis (technical) user-specific data.
Top Ten External Referrers (0WEB_C01_Q0101): This query displays the top referrers.
Visits, Page Impressions, Hits (0WEB_C01_Q0102): This query displays the number of visits, page
impressions, and hits.
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Customer Behavior ...?
in a
Bricks and Mortar Store
in a
Web Shop
In a Web shop, all you know is what a customer ordered.
But you do not know what other products they considered …
Unlike in a bricks-and-mortar store, in a Web shop it is difficult to get information about what your
customers are doing while they are visiting your Web shop:
Brick-and-Mortar Store:
Customer walks along the shelves
Customer picks up an item and looks at it
Customer places it in the cart and moves on
Customer looks at additional items in the store, places a second item in the cart
Customer takes the first item back out of the cart
Customer goes to the register
Web Shop:
Customer browses the catalog
Customer looks at the detail view of the product
Customer places the item into the shopping basket
Customer continues browsing the catalog, places a second item into the shopping basket
Customer deletes the first item from the shopping basket
Customer places an order
In the end, in a Web shop, all you know is what a customer ordered. More importantly, you don‘t know
what other products they considered, or why they left – technical problems, availability, did not like
product details.
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What Is Analyzed?
User actions in the Web shop:
Can be captured in the Web shop by means of predefined business
events (for example, logon, view item, add to basket, place order)
Contain business-related information
Web Analysis
A range of reports that provide detailed analytical information
about how Web shop customers navigate through the Web
shop and what products they look at and buy
Examples of reports include:
Conversion rate
Event statistics Visitor session
Viewed products
Customer Behavior Analyses – Web Analysis
Predefined business events: register; login; view product category; view product; create basket; add item
to basket; change basket item; delete item from basket; delete basket; place order)
This information can then be viewed alone or in combination with data from other customer touch points
and can be applied to proactively grow and retain the customer base, as well as improve structure and
content of the Web site.
Examples of Web Analysis Reports:
Conversion Rate (0WEB_C04_Q0002_V02/V03): Shows the ratio of visits (i.e. users who logged in
to the Web shop) to orders (i.e. users who also ordered at least one product) in the Web shop in the
current month/current year.
Event Statistics (0WEB_C04_Q0002_V06): Gives an overview of all events triggered in the Web
shop.
Visitor Session (0WEB_C04_Q0002_V01): Shows the number of events triggered by customers in a
Web shop in a given time period.
Viewed Products (0WEB_C04_Q0001_V05): Shows the number of viewed products (based on the
event VIEW_PRODUCT).
Ordered Products (0WEB_C04_Q0001_V07): Shows the number of ordered products (based on the
event PLACE_ORDER).
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User loginaRegister
user View product View category
Create basketAdd item
to basket
Change
basket item
Delete item
from basket
Place order Delete basket
A set of business events is integrated in mySAP CRM
E-Commerce (B2B and B2C scenarios)
(B2C only)
Web Event Capture in mySAP CRM E-Commerce
Data associated with each business event is captured
in an XML file
Business Event Capturing is integrated both in SAP E-Commerce for mySAP CRM, for mySAP ERP
and for SAP R/3
Additional Business Events can be created by the customer (see documentation)
Existing Business Events and/or Business Event attributes can be modified (e.g. added, deleted,customized) (see documentation)
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Data Captured per Event
Add
to basket
………
<appevent status="OK" type="WebLogic" event="ADD_TO_BASKET"
timestamp="2001-08-26T09:56:17.904Z" app="SAP Internet Sales" >
<group type="Item" >
<var name="Description" value=""/>
<var name="Quantity" value="1"/>
<var name="OldQuantity" value="0"/>
<var name="AvailabilityDate" value="2001-08-26T12:00:00.000Z"/>
<var name="Unit" value="ST"/>
<var name="SKU" value="M-04"/>
<var name="ProductName" value="Sunny Extrem"/>
<var name="Availability" value=“0"/>
<var name="BasketID" value="3B87E9F1DD6D0057E10000000A1145B5"/>
<var name="Manufacturer" value=""/>
<var name="Currency" value="EUR"/>
<var name="BasketCategory" value=""/>
<var name="TotalPrice" value="10.00"/>
<var name="UnitPrice" value="10.00"/>
<var name="Category" value=""/></group>
</appevent>
………
Data associated with each event are captured in an XML file
similar to this one:
Createbasket
Modify
basket item
Check the availability!
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Example of E-Analytics > Web Analytics
A range of reports that provide detailed analytical information about how web shop customers navigate
through the web shop and what products they look at and buy.
Examples of Reports include:
Conversion Rate (0WEB_C04_Q0002_V02/V03):
Event Statistics (0WEB_C04_Q0002_V06)
Visitor Session (0WEB_C04_Q0002_V01)
Viewed Products (0WEB_C04_Q0001_V05)
Ordered Products (0WEB_C04_Q0001_V07)
Conversion Rate Analytics:
Measures the percentage of users in a given time frame that, when given the opportunity, choose to
complete an action at your website. Conversion rate encompasses many aspects of your site, including
usability, site availability and performance, and even the importance of the task to your customer.
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InteractionBusiness
Services
E-Analytics Architecture & Data Loading
mySAP CRM
SAP NetWeaver
Presentation
Browser
Browser
Browser
Browser
SAP Web AS Java
Internet Sales Business
Events
Business Event API
J av
a C onn e c t or
J av a C onn e c t or
W e b S er v er
CRM Server
Request
Response
Java Servlet API
Capture Pipeline
Request
Response
Canister,
Indexer and
Extractor
Request
Response
DB Capturer
J2EE DB
BW-DB Connect
UD Connect
mySAP BI
Web Site Monitoring
Web Analysis
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© SAP AG CR800 9-17
SAP AG 2004
E-Analytics Provides ...
Sales Analyses
Analyzing the most important Sales KPIs for your Web shop
Technical Analyses
Detecting and solving of server and other technical problems
Customer Behavior Analyses
Measuring the success of your E-Commerce channel
Understanding customer behavior in your Web shop and applying
business strategies accordingly in:
Sales and Marketing
Product Management
Product Catalog and Web Design
Further Information:
SAP Public Web: www.sap.com/crm
SAP Service Marketplace: service.sap.com
SAP Help Portal: http://help.sap.com
SAP Solution Manager
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© SAP AG CR800 9-18
SAP AG 2004
E-Analytics: Unit Summary
You are now able to:
Explain what kind of analyses SAP offers to improve your
E-Commerce solution
Describe the E-Analytics architecture and data flow
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© SAP AG CR800 A-1
SAP AG 2004
Appendix
8. E-Service
9. E-Analytics
Appendix
Units
1. Foundation and Architecture2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATPCheck
6. Additional E-Selling Scenarios
7. E-Marketing
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© SAP AG CR800 A-2
SAP AG 2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
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© SAP AG CR800 A-3
SAP AG 2004
Appendix
Usage of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
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© SAP AG CR800 A-4
SAP AG 2004
SAP Solution Manager
SAP Solution Manager SAP Solution Manager SAP Solution Manager
Functional ImplementationFunctional Implementation
Technical ImplementationTechnical Implementation
Implementation ofOperationsImplementation ofOperations Support DeskSupport Desk
Services for OperationsServices for Operations
Solution MonitoringSolution MonitoringProviding tools, content,
procedures and services
to implement and operate
your mySAP Business Suite solution
SAP Solution Manager – a Customer Platform for Implementationand Operation of mySAP Business Suite
Implementation Operations
SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It isa platform which supports the business solution life cycle, from the Business Blueprint through to
configuration to production operation. SAP Solution Manager offers central access to preconfiguredcontent, tools, and methodology that you can use during the evaluation and implementation of yoursystems.
For implementation, these include:
Contents for evaluating and implementing business solutions predefined by SAP.
The ASAP methodology for the implementation of business solutions.
Tried and tested implementation and test tools, for example the Implementation Guide (IMG) or theTest Workbench.
An authoring function that you can use to create your own project templates for your implementation project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in
global rollouts.
SAP Solution Manager Operations allows you to configure, administer and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up and run your own solution support.
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© SAP AG CR800 A-5
SAP AG 2004
SAP Solution Manager – Use in Implementation
SAP Solution
AP Solution
Manager in
anager in
Implementation
mplementation
Configuration
Project
definition
Define Business
Blueprint
Customizing
synchronization
Authorization
Datatransfer
End user
training and
documentation
Testing
Projectphase
Roadmaps
Project AdministrationCross
functions
Projectactivities
Issue Tracking/Status Monitoring/Reporting
Developments
Define
system landscape
Focus of tool support
ProjectPreparation
BusinessBlueprint
Realization Go Live& Support
FinalPreparation
SAP Solution Manager supports you in all phases of the evaluation and implementation. You can perform the following activities in an evaluation and implementation project with SAP SolutionManager:
Project Preparation: The Roadmaps contain information and procedures for all phases of yourimplementation project. Your work with SAP Solution Manager really begins after the evaluation phase. The first step is to define your project in SAP Solution Manager.You enter administrative data inthe Project Administration transaction (for example, details of project dates and resources). You set the project scope and you define the system landscape you require for the implementation of your solutionduring the project preparation phase.
Business Blueprint: You define a Business Blueprint by documenting the organizational units, masterdata, business scenarios, and business processes you require for the implementation of your solution.During the Business Blueprint definition, you read the documentation supplied by SAP and partners,create your own project documentation, and assign individual process steps to transactions.
Realization: You configure your business scenarios in the development system. You check the test cases
delivered with your solution and assign further test cases to individual processes and process steps. You perform a consistency check for the Customizing of your business processes. In other words, you checkwhether the Customizing is the same in the various application components. You synchronizeCustomizing with Customizing Distribution. You can organize tests and reuse the test cases selectedduring configuration. It is possible to carry out project analysis at any point during your project toobtain information on project status and on progress made in testing or configuration.
Final Preparation and Go Live & Support: Perform remote SAP services and track their status. Monitorand manage your systems using real-time alerts displayed in a system graphic, weekly SAP EarlyWatchAlert Reports, and Central System Administration tasks.
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© SAP AG CR800 A-6
SAP AG 2004
How to Use SAP Solution Manager in a Project
ProjectPreparation
BusinessBlueprint
Realization Go Live &Support
FinalPreparation
Project Definition and Description
Project type
Naming, roles, and language
Project standards (status, keywords, and documentation
types)
Timeframe
Define System Landscape
Development
Quality Assurance Production
…
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© SAP AG CR800 A-7
SAP AG 2004
How to Use SAP Solution Manager in a Project
ProjectPreparation
BusinessBlueprint
Realization Go Live &Support
FinalPreparation
Define Business Blueprint via Business Process Repository
Customer Business Process requirements, analysis, documentation, and
management /scoping
Visualization of Standard Business Process by scenario description,
product documentation, demos, and transactions
Project-specific adaptation such as new processes and documentation at
each level (requirements, print outs, reports, and concepts)
Generation of Blueprint
Project Issue Management, Status Management
SAP Feasibility Check
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© SAP AG CR800 A-8
SAP AG 2004
How to Use SAP Solution Manager in a Project
ProjectPreparation
BusinessBlueprint
Realization Go Live &Support
FinalPreparation
Configuration
Configuration guides for Standard Business Scenarios
Configuration support per scoped structure element such as product
documentation, IMG, non-ABAP configuration, BC sets, and CATTs
Project documentation such as customizing, modification, and
enhancements
Customizing synchronization
Testing
Define and maintain test cases, test catalog
Organize and perform testing in Test Workbench
Project Issue Management such as questions, errors,
requests, and messages to SAP
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© SAP AG CR800 A-9
SAP AG 2004
How to Use SAP Solution Manager in a Project
ProjectPreparation
BusinessBlueprint
Realization Go Live &Support
FinalPreparation
End User Training and Documentation
Part of implementation content
Standard Business Process and Customer Business Process
documentation
Product documentation
Project Issue Management such as errors, requests, and
messages to SAP
SAP GoingLive Check
SAP EarlyWatch Check
Solution Manager for Operations
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© SAP AG CR800 A-10
SAP AG 2004
Implementation Content
Structure items
for generic configuration
support
Scenarios
Solution
General Settings
Connecting Systems
Data Replication
Engines
Portals
Basic Settings for <Solution>
Basic Settings for <Key Capability>
Basic Settings for <Channel>
Basic Settings for <Technology>
<Product Version>
Configuration Structures
Master Data
Organizational Units
...
Business Processes
<Scenario>
<Scenario>
...
Scenarios
<Solution>
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© SAP AG CR800 A-11
SAP AG 2004
Implementation Content – Assignments
Trans-action
Docu-
mentationTransactions
IMG activities
Other
Docu-mentation
(in the Help
Portal)
IMG
Docu-
mentation
Link to
With
Access
to
URLsGeneral Settings
Connecting Systems
Data Replication
Engines
Portals
Basic Settings for <Solution>
Basic Settings for <Key Capability>
Basic Settings for <Channel>
Basic Settings for <Technology>
<Product Version>
Configuration Structures
Master Data
Organizational Units
...
Business Processes
<Scenario>
<Scenario>
...
Scenarios
<Solution>
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© SAP AG CR800 A-12
SAP AG 2004
Example: Configuration Concept for mySAP CRM 5.0
Basic
Settings
for
Enterprise
Marketing
Basic
Settings
for
Enterprise
Sales
Basic
Settings
for
Enterprise
Service
Basic
Settings
for
Enterprise
Analytics
Basic Settings for mySAP CRM
Basic
Settings
for
E-Comm.
Basic
Settings
for
Field
Appl.
Basic
Settings
for
Interaction
Center
Basic
Settings
for
Channel
Mgmt.
M o b i l e C R M
M o b i l e R / 3
H a n d h e l d C R M
W i n C l i e n t
W e b C l i e n t
I S A C R M
I S A R / 3
Basic Settings for all Business Scenarios
Basic Settings for all Business Scenarios
assigned to a Functional Key Capability
Basic Settings for all Business Scenarios
assigned to a Channel Key Capability
Business Scenarios and assigned settings
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© SAP AG CR800 A-13
SAP AG 2004
Example: Basic Settings for any Handheld ServiceBusiness Scenario*
Basic
Settings
for
Enterprise
Marketing
Basic
Settings
for
Enterprise
Sales
BasicBasic
SettingsSettings
for for
EnterpriseEnterprise
ServiceService
Basic
Settings
for
Enterprise
Analytics
Basic Settings for mySAP CRM
Basic
Settings
for
E-Comm.
Basic
Settings
for
Field
Appl.
Basic
Settings
for
Interaction
Center
Basic
Settings
for
Channel
Mgmt.
M o b i l e C R M
M o b i l e R / 3
H a n d h e l d C R M
W i n C l i e n t
W e b C l i e n t
I S A C R M
I S A R / 3
* Including
Analysis
Processes
For each Business Scenario the
required path is given in the
SAP Solution Manager
a
b
d
e
c
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© SAP AG CR800 A-14
SAP AG 2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
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© SAP AG CR800 A-15
SAP AG 2004
Deployment
Build Tool
Supports building of project specific Web applications based on
the Internet Sales applications
Separation of project specific code and code delivered by SAP
Automated build of project specific applications
Software Delivery Manager (SDM) support for project specific
applications
Standardized process for upgrading modified Web applications
to a newer support pack or a newer release
Report of differences of two SAP releases and project specific
modifications
Automated build of the project specific applications based on the
new SAP application
SDM support for reuse of deployment parameters
Documentation:
http://service.sap.com/crm-inst
Installation Guides mySAP CRM SAP CRM 3.1
Link: CRM E-Selling
Use:
XCM for configuration
Build Tool for modifications
SDM for deployment
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© SAP AG CR800 A-16
SAP AG 2004
Build Tool – Difference Report
Upgrade Process:
Download new application
Extract it
Generate Difference Report
Review SAP differences (especially for files modified for the project and modified by SAP in the newerversion of the application)
If required, merge conflicting changes manually or by VCS tools (based on Difference Report)
Start automated build
Deploy new project specific application
Test
Customer Enhancements with Build Tool
Enhancements are stored in separate folder (application with own name, e.g., B2B_Modified)
Upgrade sequence: SDM EAR JSP_Modified
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© SAP AG CR800 A-17
SAP AG 2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
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© SAP AG CR800 A-18
SAP AG 2004
mySAP CRM E-Commerce Across All Industries
Consumer Products
High Tech & Electronics
Retail
Chemicals
Engineering &
Construction
Service Provider
Forest Products & Paper TelecommunicationsBuilding Materials, Clay & Glass
Oil & Gas
Metal Products
Utilities
AutomotiveMedia
PharmaceuticalsTextiles ProductionsMiningPublic Sector Insurance
mySAP CRM Customers span the breadth of industries, including High Tech, Consumer Products,Retail, Chemicals, and Engineering & Construction.
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© SAP AG CR800 A-20
SAP AG 2004
Manage a Complex Content and Demand Chain
Kimberly-Clarkruns mySAP CRM
Industry: Health Care Products
Scenario: Business-to-Business
Geography: USA
Kimberly-Clarkruns mySAP CRM
Industry: Health Care Products
Scenario: Business-to-Business
Geography: USA
“mySAP CRM E-Selling gave us the flexibility that we needed right from the beginning to push our
catalog content to any exchange, represent our brand strongly, and make it as easy as possible for our
business partners to engage in e-commerce with us.”
Ladd Nichols, Director of Global Strategic Information Systems, Kimberly Clark
“mySAP CRM E-Selling gave us the flexibility that we needed right from the beginning to push our
catalog content to any exchange, represent our brand strongly, and make it as easy as possible for our
business partners to engage in e-commerce with us.”
Ladd Nichols, Director of Global Strategic Information Systems, Kimberly Clark
Kimberly Clark runs mySAP CRM E-Selling in their health care products division. It is a B2B scenarioin the U.S.
Kimberly Clark has implemented multiple product hierarchies to manage content. Since content is isstrictly regulated in the health care industry, consistency of product-related, structured content is critical.They sell complex products, such as surgical packs. Substitution of products has been implemented, aswell as cross-selling.
Kimberly Clark is dealing with complex content and a complex demand chain. They push their catalogto procurement exchanges for their business partners, where they have connected E-Selling to E-Procurement for Health Care Products.
Kimberly Clark runs mySAP CRM E-Selling in a heterogeneous environment; they run against multiple backend systems, including non-SAP backends.
Through E-Selling, Kimberly Clark ensures ease of doing business for business partners, as well asstrong, centralized branding of their healthcare products.
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© SAP AG CR800 A-21
SAP AG 2004
Fast ROI with Sophisticated B2B Capabilities
Tyrolitruns mySAP CRM
Industry: Building Material
Scenario: Business-to-Business
Geography: Austria
Tyrolitruns mySAP CRM
Industry: Building Material
Scenario: Business-to-Business
Geography: Austria
“mySAP CRM E-selling from SAP reduces our cost per transaction by processing customer orders
automatically. Our Customer Service spends less time performing administrative tasks and more timedeveloping customer relationships.”Marcus Pieber, e-commerce Manager, Tyrolit
- Customer account maintenance costs: down 80%*
- Total cost savings: 25%* * ROI Report 6/2002 by Peppers & Rogers
“mySAP CRM E-selling from SAP reduces our cost per transaction by processing customer orders
automatically. Our Customer Service spends less time performing administrative tasks and more time
developing customer relationships.”Marcus Pieber, e-commerce Manager, Tyrolit
- Customer account maintenance costs: down 80%*
- Total cost savings: 25%* * ROI Report 6/2002 by Peppers & Rogers
Tyrolit runs mySAP CRM E-Selling to run their B2B site to sell building material in Austria andEurope.
Tyrolit incorporates contracts and order templates (for simplified recurring orders for customers).
With mySAP CRM E-Selling, Tyrolit has reduced their cost per sales transaction and reduced theiradministrative support in Customer Service.
Tyrolit went live in four months, using mostly standard functionality. Their ratio of implementationcosts to software costs was 2:1.
In an ROI study performed by Peppers and Rogers, Tyrolit estimates that customer account maintenancecosts have decreased by 80% with mySAP CRM and that their total cost savings is 25%.
In addition, Tyrolit has upgraded from mySAP CRM 2.0c to mySAP CRM 3.0
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© SAP AG CR800 A-22
SAP AG 2004
Fiduciaruns mySAP CRM
Industry: Service Provider
Scenario: Business-to-Business
Geography: Germany
Fiduciaruns mySAP CRM
Industry: Service Provider
Scenario: Business-to-Business
Geography: Germany
“mySAP CRM E-Selling enables us to offer better services to our customers at lower costs. Thus, we
will build our Internet Sales Portal around mySAP CRM, making it our central sales channel for
standard offerings.“
Ingo Rieflin, Project Leader Fiducia Online Service
“mySAP CRM E-Selling enables us to offer better services to our customers at lower costs. Thus, wewill build our Internet Sales Portal around mySAP CRM, making it our central sales channel for
standard offerings.“
Ingo Rieflin, Project Leader Fiducia Online Service
95% cost reduction:Fiducia cut order handling costsfrom $ 70 to $ 3.50 per order
Configure-to-order at Lower Costs
Fiducia runs mySAP CRM E-Selling to run their B2B site for selling hardware and services to banks inGermany.
Fiducia sells ATMs, PCs, mainframes, and leases of their network in the Web shop. Fiducia uses theSAP Internet Pricing and Configurator (IPC) to enable customers to configure the appropriate networkconnections and hardware products, to meet their business needs. Fiducia utilizes the nestedconfiguration capabilities of the IPC to ensure that compatible products, components, and networks arechosen for the customer. In addition, Fiducia uses ATP checking at the component level to provideaccurate online delivery commitments to customers.
Fiducia estimates a 95% cost reduction in their order handling with mySAP CRM E-Selling. With thereduced time, cost, and errors in orders, Fiducia estimates that their order costs have dropped from $70an order to $3.50 an order.
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© SAP AG CR800 A-23
SAP AG 2004
Online Customer Service Center
Canada Postruns mySAP CRM
Industry: Service Provider
Scenario: Business-to-Consumer
Business-to-Business
Geography: Canada
Canada Postruns mySAP CRM
Industry: Service Provider
Scenario: Business-to-Consumer
Business-to-Business
Geography: Canada
Canada Post runs mySAP CRM E-Selling to enable business customers and end consumers to purchase products, manage their accounts and monitor shipments online.
Canada Post combines both E-Selling and E-Service capabilities in their customer site. Canada post hasimplemented a frameless UI for their Webshop for a very different look and feel that reflects theircorporate branding.
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© SAP AG CR800 A-24
SAP AG 2004
Customer Specific Catalog & Pricing
“When we decided to leverage the Internet as a strategic sales channel, we knew there was the potential
for channel conflicts with resellers. With the Internet Sales component, we found an option that was not
only well-suited to our needs and robust, but also easy to implement and flexible enough to offer the sales
channel options that are most comfortable for us, our customers, and our business partners.“
Mehrdad Laghaeian, Vice President of Information Technology, Osram
Osram Sylvaniaruns mySAP CRM
Industry: High Tech
Scenario: Business-to-Business
Geography: U.S.A.
Osram Sylvaniaruns mySAP CRM
Industry: High Tech
Scenario: Business-to-Business
Geography: U.S.A.
Osram Sylvania uses mySAP CRM to sell thousands of light bulbs, light systems, and diodes to businesscustomers over the Web. Because of the technical nature of their products, product details, PDFs, and
specifications are a critical part of their catalog. In addition, Osram supports customer-specific pricingand discounts, so they maintain over 2.5 million condition records, which are automatically updated onthe Web shop.
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© SAP AG CR800 A-25
SAP AG 2004
Business Add-Ins for the Product Catalog
BAdIsBAdIs
Create Customer Specific Attributes for Replication
PRODCAT_LOC_UPDATE (provides information
on all the changes made to the list of catalog
characteristics and catalog item characteristics of
product catalogs)
Create/change Catalog Characteristics List and Catalog Item
PCAT_IMS_FEED_ATT (you can create individual attributes on the Index
server at the time of initial replication)
PCAT_IMS_FEED_VAL (you can assign values to attributes during both
initial and change replication)
Customer Specific Evaluation of Attributes for Replication
Customer Specific Adjustment of Price Relevant Data
PCAT_CNDPRICE (you can change price control data at the time of list
price determination)
For further information on these Business Add-Ins see SAP IMG CRM Master Data ProductCatalog Business Add-Ins for Product Catalog.
PCAT_IMS_FEED_ATT: Called when index is created (A- and P-Index).
PCAT_IMS_FEED_VAL: Called for each area and item during replication.
The definition of a Business Add-In can be displayed in transaction SE18.
For implementing a Business Add-In the transaction SE19 has to be used.
Do not forget to activate the BAdI after implementing.
Further useful BAdIs:
Changes in the Catalog itself (called after Catalog is saved)
- BADI: PRODCAT_UPDATE
- Implementation: PRODCAT_UPDATE_IMSPRODCAT_UPDATE_CVIEWS
Changes in Product Master Data (called after product is saved)
- BADI: PRODUCT_UPDATE2- Implementation: PRODUCT_UPDATE2_PCAT
- Since CRM 4.0
- BADI: COM_PROD_MNT_UPD
- Implementation: COM_PROD_MNT_PCAT
Changes in Interlinkages (accessories - called when Interlinkage is saved)
- BADI: INTERLINKAGE_UPDATE
- Implementation: INTERLINK_UPD_PCAT
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© SAP AG CR800 A-26
SAP AG 2004
Make it an Impressive Customer Experience
Beck’sruns mySAP CRM
Industry: Consumer Products
Scenario: Business-to-Consumer
Geography: Germany
Beck’sruns mySAP CRM
Industry: Consumer Products
Scenario: Business-to-Consumer
Geography: Germany
“We wanted to help increase customer loyalty by making online shopping and customer interaction easy
and fun, at the same time leveraging analytics and campaign management capabilities as well as our
existing customer databases. SAP has fully met our expectations and helped us create the integrated CRM
and business processes necessary for success in a highly competitive global market.”
Oliver Braun, brand manager, Beck’s Germany
Though Beck’s traditional business model is to sell its products through an indirect channel ofdistributors and retailers.
Beck’s uses mySAP CRM to sell logo merchandise, accessories, and collectables directly to endconsumers (and bars) via their corporate Web site. Corporate branding is critical for Beck’s; their goal isto simply and easily distribute their branded merchandise to a wide audience. In addition, the branding oftheir Web shop experience is very important to Beck’s.
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© SAP AG CR800 A-27
SAP AG 2004
KSBruns mySAP CRM
Industry: Engineering &Construction
Scenario: Business-to-Business
Geography: Germany, Europe
KSBruns mySAP CRM
Industry: Engineering &Construction
Scenario: Business-to-Business
Geography: Germany, Europe
Find the Right Spare Parts
KSB uses mySAP CRM to sells pumps and spare parts over the Web. Business customers use the product configurator to customize the appropriate pumps to meet their business needs. KSB uses a
guided selling search to lead customers to the right spare parts to meet their needs. KSB considers thisguided search functionality to be a competitive advantage for their business.
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© SAP AG CR800 A-28
SAP AG 2004
Migrosruns mySAP CRM
Industry: Retail
Scenario: Business-to-Consumer
Geography: Switzerland
Migrosruns mySAP CRM
Industry: Retail
Scenario: Business-to-Consumer
Geography: Switzerland
Convenience Shopping @ Migros
Migros uses mySAP CRM to sell groceries to consumers over the Web in Switzerland. Customers canfill their baskets and schedule delivery dates and times online.
Coop, the other leading retailer in Switzerland, also uses mySAP CRM E-Selling.
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© SAP AG CR800 A-29
SAP AG 2004
Hershey’sruns mySAP CRM
Industry: Consumer Products
Scenario: Business-to-Reseller
Geography: U.S.A.
Hershey’sruns mySAP CRM
Industry: Consumer Products
Scenario: Business-to-Reseller
Geography: U.S.A.
My Chocolate World
Hershey’s uses mySAP CRM to run their E-Commerce site for resellers. Resellers can place orders,check on shipments, review invoices, and get product information online from Hershey’s Order
Connection.
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© SAP AG CR800 A-30
SAP AG 2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
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© SAP AG CR800 A-31
SAP AG 2004
E-Service: Applicable & Targeted Industries (1)
All industries that provide services for their customers,
for example:
Automotive
Scheduled inspections and services
Contract and warranty services, product recall services
Engineering, Construction, Operations
Commissioning and decommissioning services
Preventive and predictive maintenance services
High Tech
Software/hardware installation and upgrade services
IT helpdesk support and hotline services
Industrial Machinery Components
Scheduled inspections and services
Break-fix repair services
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© SAP AG CR800 A-32
SAP AG 2004
E-Service: Applicable & Targeted Industries (2)
Service Providers
Professional and consultancy services
Utilities and Telecommunications
Energy supply, connection, and meter reading services
Broadband, cable, mobile communication services
Consumer Services
Consumer appliance repair services
Home services (HVAC)
Complaints and returns processing
Contract and warranty services
Public Sector
Public administration services via the Internet
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© SAP AG CR800 A-33
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Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
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Dynamic Personalization
E-Selling Dynamic
Personalization
Utilizes the E-Selling
Personalization Engine
Enables the presentation of
dynamic product
recommendations, personalized
content, and real-time
suggestions/help/ideas
The personalized features can
be driven by actual user
behavior: contents of the
shopping basket, click stream
behavior, and so on
Dynamic Personalization differs from static personalization in that it interacts with the users in a muchmore extensive nature. Dynamic Personalization can change the way the UI is displayed, via pop-up
windows or physically altering the base window. So, the UI itself can appear differently to differentusers. As an analogy, think of a salesperson accompanying you through a department store andanswering your questions, pointing out special offers, and suggesting alternative (or additional) products based on what you have seen.
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People-centric Internet Sales: Dynamic Personalization
Personalization
Engine
Web-based
Personalizationadministration
Allows user to define
rules to react to user
data, current activity
Rules can trigger
personalized content,
product
recommendations or
other actions
Buying experience can
be influenced real-time(e.g., based on
shopping basket
content)