CRM Fundamentals-I
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Transcript of CRM Fundamentals-I
© SAP AG 2008
TCRM10 CRM - FundamentalsFS310 Inkasso/Exkasso
THE BEST-RUN BUSINESSES RUN SAP
© SAP AG 2008
TCRM10 CRM – Fundamentals I
SAP CRM 2007 (6.0)
Version 81
Material number: 50091081
© SAP AG TCRM10 Preface-1
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© SAP AG 2008
Copyright 2008 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
Copyright
The software products provided by SAP and its subsidiaries may contain software components from other software manufacturers.
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MaxDB is a trademark of MySQL AB, Sweden.
…
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…
SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and the other SAP products, services and logos that are contained in this text are trademarks or registered trademarks of SAP AG in Germany and other countries worldwide. All other product and service names mentioned are the trademarks of their respective owners. Names mentioned in this text are done so without prejudice and are for information purposes only. Products may differ from country to country.
The information contained in this publication is the property of SAP. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.
This publication is a preliminary version and it is not subject to your license agreement or any other agreement with SAP. This publication only contains intended strategies, developments and functions of the SAP® product. This course does not commit SAP to any particular course of business, product strategy and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
SAP assumes no responsibility for errors or omissions in this publication. Furthermore, SAP does not accept liability for the accuracy or completeness of the information, texts, graphics, links or other items contained within this publication. This publication is provided without a warranty of any kind, either express or implied. This includes (but is not limited to) the warranties of marketability, suitability for a particular purposes and non-infringement.
SAP shall have no liability for damages of any kind. This includes any direct, special, indirect, or consequential damages that may result from the use of these materials. These limitations shall not apply in cases of intent or gross negligence.
The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials. SAP does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.
© SAP AG 2008
Course Prerequisites
Essential
Basic business knowledge of CRM processes and CRM concepts
Recommended
Knowledge of SAP Sales and Distribution business processes (e.g. SCM600 or certification in SCM Order Fulfillment)
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Target Group
??
Target Group
Solution Consultants responsible for implementing Customer Relationship Management with SAP CRM
Duration
5 Days
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Course goals
Course content
Contents:
Course Overview
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At the conclusion of this course, you will be able to:
use the basic knowledge a CRM Solution Consultant requires for all consultant profiles
Course Goals
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PrefaceCourse Overview
Section SAP CRM Solution OverviewSection CRM Basic Data and Customizing
Course Content: TCRM10 – CRM Fundamentals I
urse contains two main sections:
iew
plications) of SAP CRM without going into the configuration
(Customizing). The section CRM Basic Data and Customizing will focus on generic CRM master data and customizing thereof.
This SAP Consultant Education co
• SAP CRM Solution Overv
• CRM Base Customizing
Each individual section is subdivided into different units. The section SAP CRM Solution Overviewwill focus on the key areas (ap
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Section: SAP CRM Solution Overview
SAP CRM Solution OverviewSAP CRM Solution Overview
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SAP CRM Solution Overview – Section Outline
Units:
1. Introduction to SAP CRM
2. Basics & Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
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Course Topics – Introduction to SAP CRM
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
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Introduction to SAP CRM: Objectives
At the end of this unit, you will be able to:Explain how SAP CRM is embedded in the business environment of the SAP Business SuiteDescribe the basic SAP CRM key processes of all key capabilities
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Introduction to SAP CRM: Scenario
Competitive markets, demanding customers, and the need to optimize internal processes put companies under great pressure. They therefore demand a complete software solution that is easy to use, fully integrated, customized to meet specific requirements, and flexible to implement.
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Introduction to SAP CRM – What is CRM?
What is CRM?
SAP CRM – Overview
Case Study
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What is CRM?
Customer Relationship Management (CRM) is a business strategy that aims to optimize customer interactions in order to maximize
the success of the business
lly connected to your customer so you ation
gement is also to achieve „One face to the customer“ that means independent via which channel the customer is contacting your company he or she should get consistent and actual information.
Customer Relationship Management can help you stay totadeliver the kinds of products and services that they truly need. It keeps the lines of communicopen and helps create lasting and profitable relationships.
Goal of the usage of Customer Relationship Mana
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Introduction to SAP CRM – SAP CRM Overview
What is CRM?
SAP CRM – Overview
Case Study
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SAP CRM as Part of the SAP Business Suite
SAP SCM
SAP PLM
SAP CRM
SAPSRM
SAP ERPFinancials
Human CapitalManagement
Corporate ServicesOperations
SAP NetWeaver
SAP Business Suite and the Corporate Business Environment
Mul
ticha
nnel
Products & Services
Supply Chain Partners
Operations & Administration
Customer
Partners
e
porting databases, applications, rs.
ng SAP solutions:
gement)
applications using enterprise services, orchestrate business processes and events, manage enterprise information, and deliver applications and content to users more quickly and cost-effectively.
The SAP Business Suite is a suite of business applications to enable companies to manage the entirvalue chain across business networks, transforming into a more adaptive business.
The solutions in the SAP Business Suite are open and flexible, supoperating systems, and hardware platforms from most major vendo
The SAP Business Suite consists of the followi
• SAP ERP (Enterprise Ressource Planning)
• SAP CRM (Customer Relationship Mana
• SAP SCM (Supply Chain Management)
• SAP PLM (Product Lifecycle Management)
• SAP SRM (Supplier Relationship Management)
With the SAP NetWeaver platform, IT can be aligned with business requirements. SAP combines composition technologies and application functionality to reduce IT complexity and increase business flexibility. With SAP NetWeaver, you can compose
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Company Departments with Customer Interaction
Which departments within a companyinteract with customers?
ous industries (e.g. for Media, Utilities, Pharmaceuticals, Public Sector, Telecommunications, High Tech) SAP CRM provides multiple industry-specific scenarios and customizing options.
In daily business various departments like Marketing, Sales and Service interact directly and regularly with customers.
From a software point of view these employees need to have support to fulfill their daily tasks in an efficient and customer-oriented way.
Additionally based on the operational experiences it is necessary to monitor and analyze your processes in particular to optimize your future business and customer contacts.
In addition to fulfill the different requirements of vari
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Customer Interactions in Marketing
Key ProcessesCampaign managementCustomer segmentationLead managementE-marketingTrade Promotion Management(TPM)Marketing planning and analytics
n,
Thanks to integrated analysis functions, the financial results brought about by marketing plans and campaigns are recorded in real-time. This facilitates qualified decision-making.
SAP CRM provides comprehensive marketing functionality for automating the planning, executioand measurement of marketing effort.
It unites marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation key functions on a comfortable and configurable interface.
Initiatives toward reaching fixed company goals can be developed and carried out. To do this, KPIs are determined and measured.
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Customer Interactions in Sales
Key ProcessesCustomer order management, quotations, and contractsAccount and contact managementOpportunity management and pipeline analysisActivity managementCommissions and incentivesSales planning and analytics
efficient with time and effective in action, provides the quire,
es ractices and seamless order to cash processes
to most effectively manage customer demand – consistent interactions, insightful information, seamless integration, always accessible, simple to use.
With Enterprise Sales, Telesales, Field Sales and E-Selling, SAP CRM offers companies first classsolutions for handling customer contact anytime, anywhere.
SAP CRM prepares your sales force to beknowledge needed to turn insight into action, and maintains focus on productive activity to acgrow and retain profitable relationships.
SAP CRM supports sales forecasting and analytics for historical and predictive information, territory and account management to optimize and increase efficiency of your sales organization, opportunity and pipeline management to provide full visibility into potential sales, sales processand methodologies to leverage company-specific best p
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Customer Interactions in Service
Key ProcessesService Request, Service Order, and Contract AdministrationComplaint ManagementCase ManagementInstalled Base Management Knowledge ManagementWorkflow and Escalation ManagementWorkforce ManagementService Planning and Analytics
tation creation and processing, order creation,
and assignment to the most appropriate field service representative, right through to confirmation and billing of the work performed for the customer.
SAP CRM Service supports all aspects of service order processing within the service organization,from responding to the customer's initial inquiry, quo
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Customer Interaction Channels
Which channels does an enterprise use to interact with
customers?
M environment due to the different requirements and processes of various industries
ed and web-based accesses offer a single-point of entry for all relevant tasks in marketing,
all systems that are relevant for an employee within a single user
ions offer everywhere and anytime access to the required information and
llment of required business processes via telephony and E-mail
- und E-service platform with personalized,
24x7x365. Customers can access and research information and
r Channel Management with SAP CRM combines Web Channel Management and traditional
CRM to a comprehensive partner management solution (collaboration with resellers, dealers, agents etc.)
Within the CRthere are existing and supported different interaction channels with customers:
Back-office Personalizsales and service and integrateinterface.
Field Service, Offline-User Various field applicatprocesses of field service employees.
Interaction Center Via the Interaction Center fulfiintegration is supported.
Web Channel Management SAP CRM offers a complete E-marketing-, E-commerceconvenient and consistent servicethen purchase products or services anytime, anywhere.
Partner Channel Management Partne
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SAP CRM Solution Map
SAP Customer Relationship Management provides the insight and analysis you need to anticipate customer needs and build lasting, profitable customer relationship. SAP CRM enables integrated industry-specific processes to support customer-facing departments in marketing, sales, and services. Plus, you get a 360-degree view across all customer touch points and interaction channels – including the Internet, interaction centers, and channel partners – as well as powerful analytics.
cesses and functions that can increase a company’s ability to compete,
, try
You can access the SAP Solution Map for SAP CRM on the Service Marketplace via the alias “solutionmaps”.
Streamlined business processes supported by technology, integrating customers, suppliers and business partners, is the key to remaining successful in a competitive market. It can be difficult to visualize, evaluate, and communicate these business processes. With SAP Solution Maps, you canunderstand individual solutions quickly and appraise their potential value for your company. They help focus on the core prostrengthen relationships with partners, and help a company become closely oriented to the markets and customers it serves.
The Solution Map is a comprehensive collection of industry-specific and cross-industry solutionsinfrastructure and service blueprints, Solution Maps, and Collaborative Maps. Using the indusknowledge and technical expertise SAP has acquired through extensive business experience andresearch, Solution Maps outline specific ways that technology can help integrate companies’ existing resources and extend business processes beyond the borders of traditional enterprises.
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Component Views
Guides to Configuration
Solution Manager
Solution Manager – CRM Content Supports Implementation
reduce costs, increase revenue, and
dreds of business
CRM Business Content is delivered exclusively with SAP Solution Manager. You can regularly download updated content from SAP Service Marketplace.
SAP CRM Business Scenarios are designed to help customersincrease customer satisfaction. They support nested business processes in the areas of sales, service and marketing, and across various communication channels.
The SAP Solution Manager makes pre-configured CRM content in the form of hunprocesses available.
The business processes are displayed graphically using SAP Component Views®.
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© SAP AG 2008
Introduction to SAP CRM – Case Study
What is CRM?
SAP CRM – Overview
Case Study
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Case Study: SAP CRM Solution Overview
55SAP CRMPartner Channel Mgmt
Channel manager creates lead; partner
creates order
Analyst monitors various key factors
1010
33 Marketing manager creates target group and
marketing campaign
Customer callsInteraction Center
77
SAP CRMInteraction
Center
SAPCRM
Solution
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
Sales order is replicated in SAP Enterprise,
6
and delivery takes place
6SAP CRMSales
Technical service representative creates service
order and assignsit to service employee
88 SAP CRMService
99Service employeeprovides solution
to customer
Note: The numbers here refer to chapters
SAP CRMMarketing
SAP CRMField Application
mySAP CRMAnalytics
and demonstrate the integration of all the various SAP CRM key capabilities and case
This case study is also the basis for the course structure that is displayed in the course topics overview.
To point outinteraction channels this course (especially the exercises) is build up using an integrated CRMstudy.
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Introduction to SAP CRM: Summary
You are now able to:Explain how SAP CRM is embedded in the business environment of the SAP Business SuiteDescribe the basic SAP CRM key processes of all key capabilities
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© SAP AG TCRM10 4-1
© SAP AG 2008
Course Topics – Basics and Architecture
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
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© SAP AG 2008
Basics and Architecture
Overview of SAP CRM Architecture
Channel Architecture
Introduction into the WebClient User Interface
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Basics and Architecture: Objectives
At the end of this unit, you will be able to:Describe the various components of SAP CRM architectureList the various channels used in the SAP CRM landscapeExplain the concept and usage of the WebClient User Interface
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Case Study: Basics and Architecture
In order to optimize your customer interactions, you intend to implement different channels within your company, such as Internet, telephony, field sales, and partners. You therefore have to become familiar with the SAP CRM system landscape.
Additionally, you wish to provide your employees with an intuitive and user-friendly interface to carry out their daily work.
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Mobile Clients
Web ChannelAs a
logical box
ERP System
SAP NetWeaverPortal
SD
Telephony, E-Mail
CRM System
SAP CRM Architecture Concept
Handhelds
SAPBI
SAP SCM
Interaction Center
CRM functions and incorporates CRM components as well ),
to other s P
P
• bile sales representatives and service engineers can access the -to-date information
• The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems
The SAP CRM solution is the sum of allas the components SAP Business Intelligence (SAP BI), Supply Chain Management (SAP SCMand SAP ERP (SAP ECC or SAP R/3).
A central CRM server with system access through various channels and a connectionsy tems are both contained in SAP Customer Relationship Management (CRM), a part of the SABusiness Suite. The following application components are supported in SAP CRM:
• Interaction Center: Using integrated Interaction Center solutions, clients can contact sales or service representatives by telephone, fax, or e-mail.
• Web Channel (Internet): Internet users may configure and order products or services using SACRM Internet components. Mobile Clients/Handhelds: MoSAP CRM system from their laptops or other mobile devices to exchange upwith the central CRM server.
The SAP CRM solution offers you the following, fully-integrated connections:
• The SAP CRM system as a central CRM server with corresponding application components • The SAP ERP system (SAP ECC or SAP R/3) as a back-end system with tried and true ERP
functions • The SAP BI system as a data warehouse solution with comprehensive statistical and analysis
functions • The SAP SCM system as a global Available-to-Promise (ATP) check and demand planning
solution
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SAP CRM and Other SAP Systems
Plug-InR/3 Adapter
ERP System
CRM Middleware
BW Adapter
CRM Enterprise
SAP SCMSAP BW
CRM System
as a
between the Customizing, master, and data in both directions.
her the requested items can be delivered on
P
As of SAP ECC 6.0, the plug-in will be contained directly in SAP ECC. Until SAP ECC 6.0 the plug-in is delivered separately and has to be installed.
Data is exchanged between the CRM system and a connected ERP system (minimum SAP R/3 Release 3.1I) using the CRM Middleware. A plug-in installed in the SAP ERP system actscounterpart to the R/3 adapter in the SAP CRM system, supporting data communication two systems. The data exchange includes the initial transfer oftransactional data to the CRM System, and the transfer of delta
Also a non-SAP ERP system can be connected to SAP CRM.
Sales orders can be entered in the Internet Sales application component, the Interaction Center, a mobile device, or the CRM server. To confirm whettime, you need to run the Available-to-Promise (ATP) availability check. The SAP Supply Chain Management component performs these functions.
The SAP Business Information Warehouse (SAP BW) is used as a data source for parts of the SACRM solution, and also contains data for consolidation and analysis.
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CRM Middleware
CRM Server
SAP WebApplication Server
CRM Middleware CRM Server Applications
• Interaction Center
• Opportunity Mgmt.
• Marketing Planning
• Campaign Mgmt.
• ...
CRM Adapter (validation
service)External
Interface Adapter
Groupware Adapter
R/3 Adapter
Mobile ClientMobile Clients
BW Adapter
CRM DatabaseCRM Database
CRM middleware is:An integral part of the CRM serverThe message hub
It requires:No additional softwareNo additional installationNo additional server
Advantage:Lower integrationcosts
ampaign
ehouses. A replication procedure guarantees consistent and
it to other formats. Both the ASCII adapter and external interfaces are
provides a proven development platform, scalability, platform independence, and various other SAP tools. Therefore, the SAP CRM solution can be configured just as flexibly as an SAP ERP system.
The SAP CRM solution supports the handling of CRM business objects (such as customers and prospects, activities and opportunities, and products and product catalogs) in a variety of application components including Internet Sales, Service Interaction Center, Telesales and CManagement. Some of these components require external extensions for communication and integration. These components will be described in more detail in later sections.
The middleware layer supports the controlled data exchange with other systems such as mobile clients, back-end systems, and data warup-to-date data in the distributed local databases, especially for mobile users. Message queuingensures data delivery and processing.
Software adapters are used to connect to external systems. These adapters are responsible for assigning data and convertingprovided for this. The SAP CRM application components also exchange data with the middleware layer using a CRM adapter.
The SAP CRM component builds on the SAP Basis system, which
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SAP CRM and Internet Applications
SAP Web Appl. Server ABAP
CRM Business Partner
Firewall
WebServer
Browser
CRM Product
Web ChannelApplications(B2C, B2B)
Index Server &Search Engine
Internet Pricing& Configurator
(IPC)
Firewall
Web Middleware
CRM Order
CRM Product Catalog
SAP Web Appl. Server JAVA
…….…….
purchase products from published catalogs, or to
n
on
nent provides configuration and pricing data for
Within the Web Channel Applications you set up the design, logic etc. of your Web appearance.
With the Internet Sales and Internet Customer Self-Service application components, Internet users can access the SAP CRM solution to configure andrequest a particular service. The shipped, standard templates provide a ready-to-run solution, but caalso be adjusted to meet individual requirements.
The Internet application components are made available through a Web server. They are basedJ2EE (Java 2 Enterprise Edition) technology. This technology is an open, non-SAP platform.
Product catalogs are exported from SAP CRM to an external index server for faster access to product data.
The Internet Pricing & Configurator (IPC) compoWeb applications. Since the IPC is designed as a separate component, it ensures the high performance needed in an Internet environment.
Basic CRM data like Business Partners, Products, Orders etc. have to be maintained and set up inthe CRM system itself and can be used in the Web environment.
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SAP CRM Interaction Center Architecture
* Communication Management System
(for IC WebClient)
Communication & Interaction Processes
SAP BI
Backend System
SAP CRM Interaction Center
CRM Marketing Sales & Service Processes
ERP Processes (Logistics, Accounting,…)
CMS* SAP ERP
ax,
communication channels such as telephone and E-mail using a Communication
n
mputer telephony integration, automatic call list distribution, erage
Beside of ICI the former used connection interface SAPPhone can still be used for upgrading customers.
The Interaction Center supports various communication channels, such as telephone, E-mail and fas well as Internet based communication such as Voice over Internet Protocol (VoIP).
You can connectManagement System. This can be SAP BCM (Business Communication Management or a thirdparty product).
The IC WebClient multichannel options are consolidated using the Integrated CommunicatioInterface (ICI) in the Interaction Center. Through the use of new technology such as eXtensible Markup Language (XML) and Simple Object Access Protocol (SOAP), the open SAP CRM Integrated Communication Interface (ICI) supports the integration of SAP CRM solutions with communication components such as cointeractive voice response, e-mail administration, and chat systems. As a result, companies levtheir existing technology investments.
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SAP CRM Mobile Sales/Service (Laptop Solution)
Mobile Sales / Mobile ServiceMobile client application withseparate database on the laptopWorkgroup solutionGroupware integrationLocal Pricing and Configuration Engine
Data Synchronizationwith CRM Middleware
Filtered and unfiltered replicationDependencies between objectsTerritory ManagementRealignment
Solution ManagementQuick introduction using automatic installation processBackup and retrieval
data only
The CRM Middleware provides the necessary functionality for the data replication to mobile clients.
The SAP CRM components Mobile Sales and Mobile Service support a company’s mobile field sales and service employees.
Users have complete access to all relevant data on their laptops. However, users can accessfor their own area of responsibility (for example, all customers in one postal area).
This data is updated by regular data exchange between laptops and the central server. The communication station serves as a translator between the CRM server and the mobile clients.
The mobile applications are customized using the SAP Mobile Application Studio, an object-oriented, visual modeling tool.
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SAP CRM: Data Exchange with Laptops
qRFC
.Net
MobileClient
Mobile Application
CommunicationStation
Middleware
OutboundQueue
InboundQueue
Site
DatabaseConsolidated
Database (CDB)
Transformationbetween
.Netand RFC
such as an SAP ERP Back-End, an SAP
e
rver for data
The Mobile Clients are connected to the CRM Server via the Communication Station.
Basically the CRM Server contains the CRM Middleware, which handles the data exchange with internal applications and external major components, Business Information Warehouse or non-SAP systems. The CRM Middleware also synchronizes thdatabases of Mobile Clients with the CRM database.
Mobile Clients: usually laptops running the Mobile Sales/Service Application, which may include the Sales Configuration Engine (SCE) and the Sales Pricing Engine (SPE)
Mobile Clients typically connect temporarily (for example, via modem) to the CRM Seexchange.
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© SAP AG 2008© SAP 2007 / Page 1
The Continuous Focus on Usability: The SAP UI Roadmap
PCUIPCUIIC Web Client
IC Web Client
CRM Web Client
CRM Web Client
CRM 2007SAPGUISAPGUI
d consistent user interface.
t user interface used in CRM 2007 fulfills the above mentioned requirements in a perfect way and is the result of the UI evolution based on customer and user experiences in different industries.
An intuitive and user-friendly interface is key for the acceptance and success of a CRMimplementation.
Especially part-time users are expecting an easy-to-use an
Depending on the release SAP has offered different UIs.
The CRM WebClien
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User Interface Concept – Screen Structure
Work Area
NavigationArea
Header
ser Interface of CRM 2007 is divided into three main
ation area and header area are also known as L-
• The center part of the screen is the work area.
The screen of the new CRM WebClient Uareas:
• At the top the header area is located.
• On the left the navigation bar is located. Navigshape.
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User Interface – L-Shape
The L-shape provides easy global navigation throughout the entire SAP CRM application. Generic shortcuts for fast data entry, access, and other information are also included. The L-shape consists of a header (top) and navigation (left-hand) area.
5
43 2
1
6
1.System Links
2.Saved Searches
3.Work Area Title
4.History
5.Navigation Bar
6.Quick Create Links
the entire SAP
The position and size of the L-shape is static and its content can be configured as business-role dependent.
The L-shape within the user interface provides easy global navigation throughoutCRM application. Generic shortcuts for fast data entry, access, and other information are also included. The L-shape consists of a header (top) and navigation (left-hand) area.
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User Interface – Entry Page HOME
The HOME page is the starting point for every user in daily business. It contains the most important personal information and access to the most frequently used tools.
y
iled information
•
s today
today
e configured per role.
Furthermore individual personalization by each user is supported.
The HOME page provides:
• A quick, direct overview of the current da
• Hyperlinks to more deta
Predefined content for
- My appointment
- My tasks
- Reports
- Alerts
- Workflow tasks
The available content and screen structure of the HOME page can b
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© SAP AG 2008
The Overview Page provides all important information regarding a single object in a scrollable format
User Interface – Overview Page
ing a single object in nd personalized.
tables and hierarchies can be displayed.
on and a set
The overview page contains the hyperlinks for cross navigation to related information.
The overview page provides an overview of all important information regarddisplay mode. It is structured in assignment blocks which can be configured a
In an assignment block form views,
The overview page is non-editable.
The overview page consists of header information that allows detailed object identificatiof related information.
The overview page is the target page when following a hyperlink to an object instance.
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Overview Page: Main User Interface Elements
Work area toolbar
PersonalizationPrintHelp
Work area title
Header area
Assignment Blocks (ABs)
containing information
related to this object
Assignment Block Toolbar
of the User Interface are:
olbar
• Assignment blocks
The main elements
• Work area title
• Work area to
• Header area
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Pre-Configured Roles in SAP CRM
The following applications are run with pre-configured roles:
Sales
Marketing
Service
Interaction Center
Partner Channel Management
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© SAP AG 2008
Basics and Architecture: Summary
You are now able to:Describe the various components of SAP CRM architectureList the various channels used in the SAP CRM landscapeExplain the concept and usage of the WebClient User Interface
© SAP AG TCRM10 4-20
© SAP AG TCRM10 4-21
Exercises
Chapter: Basics and Architecture Topic: Navigation in the WebClient User Interface
ou will be able to:
ace
ce
Display information about an account
At the conclusion of this exercise, y
• Log onto the SAP CRM system
• Navigate within the WebClient User Interf
• Personalize the WebClient User Interfa
•
Interface (WebClient UI) in SAP RM.
1-1
1-1-2 nu for accessing the WebClient → Add other objects.
ME
I
default.htm
1-1-3 the role of a sales employee log on to the SAP CRM WebClient User Interface with Business Role
As a sales employee, you want to display, check and maintain various information about a business partner (account).
To do this, you use the WebClient UserC
Via SAPGUI log onto the SAP CRM system that is used within the course and integrate a link for accessing the WebClient UI in your favorites:
1-1-1 Enter the log on data for the SAP CRM system that you receive from your course instructor. Create a favorite within the SAP Easy Access meUI by selecting Favorites Enter the following data:
Double-click on URL type BSP Application
BSP-Application: CRM_UI_FRA
Description: WebClient U
Start Page:
Select Enter.
InSALESPRO.
nt when navigating in the SAP CRM WebClient User
Always use the button
General hiInterface:
when navigating back in the SAP CRM UI instead of the Back Button of the Internet Explorer!
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1-1-4 liNova (St available skins.
Persona ze the general layout of the CRM application and choose the skin andard) out of the list of
To personalize the general layout choose the personalization area in the header of the screen:
1-2 aster data of your customer ##Megastore by choosing in
the field Name 1
Branch to the account mAccount Management → Accounts. Within the search area enter ##Megastore
/ Last name.
Replace ## by your group number (also within every further exercise)
First of all you would like to see the information regarding the employee responsible directly within the search result list.
Hint:
1-2-1
ize pages in the WebClient User Interface.
1-2-2 liResponsi Name”.
Up to now you are not familiar with the personalization options and procedure. Use the relevant tool to get help how to personal
Persona ze the result list in the way that a column displaying the Employble will be displayed next to the column “
ee
To personalize the appearance of the search result list use icon
1-2-3
1-2-4
1-2-5
_
1-2-6 ount information you want to integrate also an assignment e
block will appear at the bottom of the screen.
1-2-7 In the next step maintain a correspondence text for your account that ##Megastore is interested in notebooks.
on the right side of the search result list.
Go to the ##Megastore’s account data from the search result list.
What is the address of ##Megastore?
____________________________________________________________
____________________________________________________________
Name several interactions our sales team had with ##Megastore in the past.
___________________________________________________________
____________________________________________________________
Within the accblock that allows you to maintain notes for the account. Personalize thaccount detail screen in the way that a new
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In future you are responsibl1-3 e for all ##Megastore accounts. For efficiency reasons in the
aved search.
1-3-3 Log off in the role of a sales employee (SALESPRO).
1-4 ent links for accessing features for future units in this course (like web-shops etc.) enter transaction ZLINKS within your favorites in the SAP Easy Access menu.
you would like to create a saved search with the search criteria *Megastorefield Name 1 / Last name.
1-3-1 Create a new saved search with the description ## account search.
1-3-2 Select the affected accounts by choosing your created s
To prepare the differ
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Solutions Chapter Basics and Architecture
: Topic: Navigation in the WebClient User Interface
1-1
1-1-2 sing the
usly created link for accessing the WebClient UI, enter your log
Via SAPGUI log onto the SAP CRM system that is used within the course and integrate a link for accessing the WebClient User Interface in your favorites:
1-1-1 Enter the log on data for the SAP CRM system that you receive from your course instructor.
Create a favorite within the SAP Easy Access menu for accesWebClient UI by selecting Favorites → Add other objects.
Select the path Favorites → Add other objects in the system and enter the data listed in the exercise.
1-1-3 In the role of a sales employee log on to the SAP CRM WebClient User Interface with Business Role SALESPRO.
Select the previoon data and choose the Business Role SALESPRO out of the list of offered Business Roles.
1-1-4 Personalize the general layout of the CRM application and choose the skin Nova (Standard) out of the list of available skins.
Branch to the personalization area of the general CRM application by choosingPersonalize ( ) in the header area of the
perlink Personalize Layout and choose the skin Nova (Standard). Save your changes.
1-2 Account Management → Accounts. Within the search area enter ##Megastore in
Select Account Management in the Navigation bar and choose the hyperlink
the Search Criteria area enter ##Megastore in the field Name 1 / Last name and
1-2-1 yee
ot familiar with the personalization options and rocedure. Use the relevant tool to get help how to personalize pages in the
screen. Select the hy
Branch to the account master data of your customer ##Megastore by choosing
the field Name 1 / Last name.
Accounts within the block Search in the work area. Inpress Search. In the Result List your customer ##Megastore should appear.
First of all you would like to see the information regarding the emploresponsible directly within the search result list. Up to now you are npWeb User Interace.
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You can use the in the WebClient User Interface integrated Help Center (located in the upper right area of the screen). In this case choose the Help Center and branch to Personalithe navigation area on the left side to get more information.
PR
zing Pages in
1-2-2 ersonalize the result list in the way that a column displaying the Employee esponsible will be displayed next to the column “Name”.
se
Within the arch result list choose the Personalize button on the right side.
To personalize the appearance of the search result list use icon
on the right side of the search result list.
elect Employee Responsible out of the Available Columns and press the utton Move to Right to bring it to the Displayed Columns. To place it near
m Up until you have reached the required position.
Sbto the column “Na e” select the entry Employee Responsible and use
Use icon Up to place the
1-2-3
1-2-5 st.
1-2-6 ithin the account information you want to integrate also an assignment
column to the required position.
Go to the ##Megastore’s account data from the search result list.
Choose the hyperlink ##Megastore in the column Name within the Search Result List. The system will lead you to the detailed account data.
1-2-4 What is the address of ##Megastore? The address of ##Megastore can be identified in the block Main Address and Communication Data within the assignment block Account Details.
Name several interactions our sales team had with ##Megastore in the pa Scroll down to the assignment block Interaction History and press on the text to open the Interaction History. List the different interactions like appointments, opportunities etc. that can be identified in the Interaction History.
Wblock that allows you to maintain notes for the account. Personalize the account detail screen in the way that a new block will appear at the bottom
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of the screen.
r and choose thsame way as you did already personalization in exercise 1-2-2.
In the uppe right side of the Account screen select the button Personalize
e assignment block for Not yed. Do this in the es to be displa
For this kind of personalization (activating of further assignment
blocks) use the pencil icon in the upper ri
ght side.
In the next step maintain a correspondence text for your account that ##Megastore is interested in notebooks.
e the
1-3 In futurtherefo*Mega
1-3-1 reate a new saved search with the description .
e 1 /
1-3-2 Select the affected accou
Choose your just created saved searchWebClient UI and press all ##Megastore accounts will be displayed.
1-2-7
Select the button New in the Notes assignement block. Choose the text typCorrespondence and enter a text. Choose Back to branch back toAccount overview sceen.
e you are responsible for all ##Megastore accounts. For efficieny reasons re you would like to create a saved search with the search criteria store in the field Name 1 / Last name.
C ## account search In the search screen for Accounts enter *Megastore in the field NamLast name. Enter the description ## account search in the field Save Search As and select the button Save. This search is now available in the saved searches.
nts by choosing your created saved search.
in the upper right corner of the Go. The result list with
screen.
You can find your saved searches in the upper right corner of the
.
1-3-3 Log off in the role of a sales employee (SALESPRO).
To prepare the different links for accessing featu
1-4 res for future units in this course (like web-shops etc.) enter transaction ZLINKS within your favorites in the SAP Easy Access menu. Within the SAP Easy Access menu select Favorites → Insert transaction and enter transaction code ZLINKS.
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© SAP AG 2008
Course Topics – SAP CRM Marketing
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
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SAP CRM Marketing
Marketing Plan and Campaign Creation
Target Group Selection
Campaign Execution
Campaign Automation Overview
Trade Promotion Management (TPM)Overview
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SAP CRM Marketing: Objectives
At the end of this unit, you will be able to:Describe planning, targeting, and executing functionality in SAP CRM Marketing Planning and Campaign ManagementCreate and launch a campaignDescribe campaign automation functionalityExplain the Trade Promotion Management (TPM) process in general
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Case study: SAP CRM Marketing
33 Marketing manager creates target group and
marketing campaign
SAP CRMSolution
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
SAP CRMMarketing
Note: The numbers here refer to chapters
p. We get in touch with business partners, who provide feedback and let us know how interested they are in the new product line. Business partners who do not answer will be called at a later date.
Our company wants to sell more notebooks to a specific group of customers. As the Marketing Manager, you are responsible for creating and executing a campaign.
At the same time, we want to present a new product line to a specific target grou
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SCM
ERP
BI
CRM
Integrating SAP CRM Marketing
Planning / AnalysisBack Office
(Supply Planning)
Channels:• Mobile
• InteractionCenter
• Web
• Partner
• External Channels
Examples:
"Sales call" activity
Call lists
Lead creation
Preparation for mailingPreparation Executor
Feedbackto BI, ERP, and SCM
(for example, success messages, orders)
ling (integration with BI). You may
l your campaign was:
n)?
• And of course you want to have an overview of your costs (ERP integration).
Marketing functions are highly integrative:
Before execution, you define key figures and carry out schedualso have to check whether it is possible to manufacture and deliver the promoted goods (SCM integration, usually used for Trade Promotion Management).
You are particularly interested to know how successfu
• What do the sales department's figures look like?
• How many contracts were awarded as a result of your campaign (BI integratio
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Marketing Element Definitions
Strategical Planning Level:
Marketing Plan• Defining strategic goals
• Targeted market share, budget, etc.• Top-down allocation to brand, region etc.
Operative Level:
Campaign/Promotion (Operative Doing)• Defining event characteristics
• Dates, objectives, tactics, etc.• Defining execution parameters
• Products, prices etc.• Defining intended audience (customer
segmentation)• Execution
Marketing Plan
2nd Quarter
BeveragesCereals
Call Center E-Mail
Target Group Product
1st Quarter
Marketing Project Hierachy Example
campaigns are the elements of a hierarchically built marketing project.
• his way budgets and deadlines are taken into consideration. A marketing
e any number of marketing plan elements to structure a marketing plan in the form of . You can assign one or more campaigns to each marketing plan.
• ailing actions, product promotions, and telemarketing. Criteria such as target groups,
d execution. Campaigns can be broken
• You can only assign campaign elements to campaigns.
Marketing plans and
Marketing Plans:
A marketing plan is used for strategic marketing planning, that is, for planning a concrete marketing concept. Tplan could form, for example, the basis for next year's costing in the Marketing department. It is a management tool.
• You can usa hierarchy
Campaigns:
Campaigns serve operative marketing planning. They describe actions that are carried out, for example mproducts, documents, people responsible, and the budget are defined in the campaign for these activities.
• Campaigns are used for operative marketing planning andown into campaign elements.
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Data Sources for Segmentation
BW Query
are used for segmentation
InfoSet Marketing Attribute Set
for example, sales volume
for example, postal code for example, hobbies
ion:
)
r
eristics are then grouped together, creating characteristic groups. If you have assigned the
characteristics to a business partner, you can edit them accordingly and use them to select a target group.
Three data sources are available for target group select
• SAP BW reports (Business Warehouse InfoCube
• InfoSets consisting of your own ABAP queries
• Marketing attributes from the business partner master data
In SAP BW, InfoCubes and reports allow you to select a business partner for a target group using master data, profiles or transaction data. The InfoSet from your own ABAP queries evaluates general data from the business partner masterecord and can be used to select target groups according to address, for example.
You can enter your own marketing characteristics directly in the business partner master record. Charact
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Locator AreaStaging Area
Details Area
Segmentation
tributes into the
You can then combine the characteristics in various different ways. You can merge them, remove a characteristic from a profile, or create an OR relationship.
In the Graphical Modeler, you model marketing profiles by dragging and dropping atstaging area. You can combine the attributes for the selection as required beforehand. That is, you can combine them by using And or Or within an attribute or by using attribute lists.
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Profile Sets, Profiles, and Target Groups
Profile SetA profile set is a type of folder for profiles, target groups, and subgroups.
ProfileA profile is a finite list of characteristics and their values that make up the "profile" of a business partner.A profile has to be assigned to a profile set.
Target GroupA target group is a finite list of business partners that match a corresponding profile/profile set. It can be created manually.A target group must be assigned to a profile or profile set (subset).
s or target groups assigned.
s may exist within a set.
is already assigned to one profile set cannot be assigned to another (instead, the y copying).
her set or profile.
get groups can be used in the Marketing Planner.
The Segment Builder then works only with business partners who belong to the chosen master group. Example: The master group contains German business partners only. The group is assigned.
Profile Sets:
Sets do not have to have profile
Subset
Profile:
A profile cannot be assigned to different sets.
Profiles do not have to have target groups assigned.
A profile thatprofile must be recreated b
Target Group:
A target group that is already assigned cannot be assigned to anot
Only active tar
Master Groups:
Master groups limit all business partners to a particular group for the process of segmenting.
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Working in the Graphical Modeler
Pick, Drag and DropKeep Remove
Split
Profile Target Group
Create Target Group
to the r cursor is positioned over an existing profile, the functions Split,
ing your cursor on the appropriate function and
You cannot move profiles from one profile set to another; however, you can copy existing profiles.
Attributes are combined together to form attribute sets, on the basis of which customer profiles are created.
The graphic above illustrates the three possibilities open to you, using the Split, Keep, and Remove functions in the Graphical Modeler:
You can access each function by dragging the relevant attribute(s) from the component areastaging area. As soon as youKeep, and Remove can be selected by placreleasing the mouse button.
Each profile must belong to a profile set.
A profile can belong to only one profile set.
A profile can exist without any target group assigned to it.
No more than one target group can be assigned to a profile.
For a given profile, no more than one target group can have the status active.
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Campaign Execution – Example Channel: E-Mail
MarketingPlan
Campaign
TargetGroup
BusinessPartner 1
BusinessPartner n
...
Activity 1
Campaign Planning
AssignedMail Form
Campaign Execution
Activities are created when the execution is started.
Activity n
Activity n
the campaign) and a script. A call list is
completing the results of the conversation, thereby updating the activity. This erred to SAP BI for reporting and monitoring purposes.
mpaign, the script is replaced with a mail form. During the execution stage, the ls are sent to the business partners in the target group.
Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods.
This slide details an example of the telemarketing campaign process.
A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center.
Using the script and the call list, the IC agent calls the customers on the list. After call, the agent records theinformation is then transf
Example: E-Mail channel
In an e-mail caspecified e-mai
Other channels:
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Personalizing Mail Forms
To: Sarah SmithFrom: [email protected]: Special Offer!
Dear Sarah,We would like to draw your attention to the new offers posted on our Web site. Go on, take a look ...
Computer Bestseller• PC: Campus PC 3000• Notebook: HT-1011@ www.PC4You.com/bestsellers
Special offers for your Dog• "Cosy" Dog Bed@ www.dog4you.com/bestsellers
Substitution of variables(for example, from BP master data)
Link textw/ parameterization
Link textw/ parameterization
Display this text block if the recipient is 25 or older and is interested in IT.
Display this text block ifthe recipient likes dogs.
Conditions:
Conditions:
Personalized text blocks
ly.
The Web shop and the Interaction Center can also be personalized. Here you can define product proposals for a specific profile or target group only, or globally for all customers.
There are two ways in which you can personalize a mail form:
By using variables (such as first name, last name, business partner’s address)
By using several text blocks. These can be included all the time or only if certain conditions app
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Campaign Execution – Example Channel: Telephone
MarketingPlan
MarketingPlan
CampaignCampaign
TargetGroupTargetGroup
BusinessPartner 1BusinessPartner 1
BusinessPartner nBusinessPartner n
...
Activity 1Activity 1
Activity nActivity n
SAPBI
Campaign Planning
AssignedScript
AssignedScript
Call ListDuring the call, the
assigned script is used in the Interaction Center.
Call ListDuring the call, the
assigned script is used in the Interaction Center.
Campaign Execution
Activities are created at the start of the transaction and updated during the telephone conversation.
The results of the call can be saved in BI for evaluation.
the campaign) and a script. A call list is
completing the ecords the results of the conversation, thereby updating the activity. This hen transferred to SAP BI for reporting and monitoring purposes.
Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods.
This slide details an example of the telemarketing campaign process.
A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center.
Using the script and the call list, the IC agent calls the customers on the list. After call, the agent rinformation is t
Other channels:
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Campaign Automation
Campaign Automation
Graphical user interface for designing and implementing event-controlled, real-time campaigns
Multiwave / Multichannel support
Rule-based decision tree logic,based on:
Customer profiles
Survey results
Customer behavior
en
process depends on the individual
a campaign in the best way. In this way, you can divide the initial target group meaningfully into different campaign elements (for example, that correspond to different channels or offers).
Campaign automation enables you to define marketing procedures that can meet the real-time individual requirements of each customer.
Campaign automation enables you to automate your multi-wave marketing campaigns across multiple channels.
To achieve this, campaigns are modeled as processes in which customers/prospects flow betweindividual action points (campaign elements).
Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention.
The way a customer/prospect is routed through the campaign response.
All customer-relevant channels are taken into consideration.
MORE scenario: In campaign automation, you can use an optimization element to structure
© SAP AG TCRM10 5-15
Trade Promotion Management – Process Overview
1. Headquarter planningConsensus plan Sales budgetingSchedule creation
2. Account planningPre-analysisEvent planningPromotion planning
5. Evaluation & analysis
KPI reportingSyndicated dataFunds tracking
4. Retail execution, validation & settlementFSR supportInvoicingPayments
1
2
34
5
3. Sell-in & negotiationProposal generationDemand planningFlexibility
© SAP AG 2008
ion takes place within a specific time period and aims to increase brand capital, brand ts or
• dgeting. This is also known as ‘top-d
• y agers (KAM). KAMs perform ‘bottom-up’ planning and gain sell-in with his
• hat is participating in the promotion and many times uses a survey to check that
• rformance and the overall effect they on the bottom line. For example, companies will want to know how much revenue was generated and what the effect on their Profit and Loss statement.
Trade promotions are representing marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products).
A trade promotawareness, and market share. It is also used to increase sales volume or to launch new producproduct lines.
The Trade Promotion Management (TPM) process typically consists of the following steps: Initially companies start with Headquarter planning and budown’ planning. Essentially all plans and budgets come from the ‘top’, i.e. vice presidents ansenior management, and then is delivered to lower levels. Next, there is account planning, which most often involves field representatives, such as keaccount manaccounts. He is in charge of the promotion negotiations, including the time frame and the conditions. After the KAM does his account planning and gains retailer buy-in, a field sales representative visits the retailer tthe agreement is being upheld, i.e. the goods are where they are supposed to be on the shelves at the agreed price. Lastly, evaluation and analysis is key to understand promotion pe
© SAP AG TCRM10 5-16
Integration of Trade Promotion Management
Trade Funds Management
Trade Claims Management
SAPNetWeaver BI
SAP ERP
SAP SCM (APO)
Trade PromotionManagement
© SAP AG 2008 ctions from the following applications with Trade Promotion Management
F
You can integrate fun(TPM):
unds management: With Funds Management, finance professionals are able to see at a glance in their Funds Checkbook their exact budget, committed amounts, approved claims and how much cash is leto spend, allowing full visibility and control of promotional spending. Because of this, financeprofessionals are able to accurately plan and real-time monitor their activities. Additionally, Funds Management allows for the creation of multi-dimensional budgets to be used solely for Trade Promotion Management or for use with Market Development Funds. Moreover, CRM accruals management i
• ft
s fully integrated into Trade Promotion Management, Claims Management fore allows companies to become compliant with Sarbanes-Oxley and FASB
C
and ERP, and thereaccounting standards.
laims management: With Claims Management, companies have access to full claim management processes across the financial value chain. Companies are able to
• utilize form-based validation, allowing them to only
ll deduction management capabilities,
S
pay valid claims. Additionally, claims Management has fuincluding chargeback and write-off options.
AP NetWeaver Business Intelligence (SAP NetWeaver BI): SAP Net• Weaver BI can be used to provide a complete overview of past and current promotional
nce, which simplifies the planning process and allows quick reaction to changes in the
S
performamarket.
AP ERP: SAP ERP is used to finalize cl• aims and to close promotional accounts upon final settlement. SAP
rocessing (generated from trade promotions) and
SAP Suppl
ERP tracks all receipts relevant for rebate pautomatically posts accruals.
y Chain Management (SAP APO): • You can use demand planning with TPM to ensure adequate supply during promotional periods.
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SAP CRM Marketing: Summary
You are now able to:Describe planning, targeting, and execution functionality in CRM Marketing Planning and Campaign ManagementCreate and launch a campaignDescribe campaign automation functionalityExplain the Trade Promotion Management (TPM) process in general
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Exercises
Unit: SAP CRM Marketing Topic: Create and launch a campaign
At the conclusion of this exercise, you will be able to:
Create and launch a campaign •
et group and the mail form have already been created. Therefore you paign, assign all the necessary elements and then start
.
1-1 paign Manager and
1-1-1 Create a new campaign with the following entries:
You have decided to send out e-mails to promote a special notebook. The targnow create the camit
Log on to the WebClient User Interface in the role of a Camcreate a campaign.
Field Values
Identification (ID) C/4100-G##
Description Promotion Group##
Type Product Promotion
Planned Start Today
Planned End In one week
1-1-2 Enter the campaign details like Communication Medium and E-Mail Form:
Field Values
Communication Medium E-mail
Form for E-Mail SAPCRM
E-Mail Address Chris Nelson
1-1-3
Choose the marketing segment SAPCRM TG Group## (use the input help in the Segment Description field).
Enter the segment (target group) you would like to address with this campaign:
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1-2 Optional: hange Sandra ##Turner’s E-mail address.
il
1-3 uted successfully.
1-3-1 paign and save your status change.
execution of the campaign immediately.
1-3-3 anager (MARKETINGPRO).
1-3-4 sent E-mail in the SAP GUI:
pen the Inbox. You will find the sent mail in your Unread Documents
You can open the E-mail by double-clicking it. If you changed the E-mail-address in 1-2, you will, of course, receive the E-mail in that account.
C
Branch to the account data of Sandra ##Turner and maintain your own E-maaddress. Save your changes.
Start Campaign Execution and check that it has been exec
Release your cam
1-3-2 Start the
Log off in the role of a campaign m
Test the Go to the Business Workplace. Ofolder.
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Solutions
opic: Create and launch a campaign
1-1 og on to the WebClient User Interface in the role of a Campaign Manager and
e WebClient User Interface and select the Business Role ARKETINGPRO.
1-1-1 Create a new campaign with the following entries:
Unit: SAP CRM Marketing T
Lcreate a campaign. Log on to thM
Field Values
Identification (ID) C/4100-G##
Description Promotion Group##
Type Product Promotion
Planned Start Today
Planned End In one week
ct
ign. Enter the above mentioned data in the Campaign Details assignment block.
1-1-2 Enter the campaign details like Communication Medium and E-Mail Form:
Choose Marketing in the Navigation bar. Within the block Create seleCampa
Field Values
Communication Medium E-mail
Form for E-Mail SAPCRM
E-Mail Address Chris Nelson
elds come up for entering an E-Mail form and also an E-Mail address. nter the above mentioned data.
When maintaining the Communication Medium E-mail dynamically new fiE
© SAP AG TCRM10 5-22
Enter the segment (target group) yo1-1-3 u would like to address with this ampaign:
lp
Segments elect Add. Search for the ption field. Select the segment
arget group) for your group out of the list.
do not forget to save your campaign.
1-2 hange Sandra ##Turner’s E-mail address.
me 1 / Last Name.
ut of the result list select Sandra ##Turner by using the hyperlink. Select Edit on the Individual Account Details assignment block and change the E-mail address to
1-3
1-3-1
r Campaign ID). ut of the result list select your campaign by clicking on the hyperlink and
block. Set the status to in the field New Status. Save the status change.
1-3-2
hoose the button Start (Start This Campaign) in the upper screen area of e Field
Press in the upper screen area to execute the campaign.
1-3-4
ecting Menu →
c
Choose the marketing segment SAPCRM TG Group## (use the input hein the Segment Description field). Branch to the assignment block and ssegment by entering SAPCRM* in the descri(t
Finally
Optional: C
Branch to the account data of Sandra ##Turner and maintain your own E-mail address. Save your changes.
Go to Accounts & Products in the Navigation bar and search for your account ##Turner by entering ##Turner in the field Na
O
your own E-Mail address. Save your changes.
Start Campaign Execution and check that it has been completed successfully.
Release your campaign and save your status change.
Branch to your created campaign (e.g. by searching via youOchoose Edit on the Campaign Details assignment Released
Start the execution of the campaign immediately.
Cthe campaign. In the Schedule Job screen enter Immediately in th
. StartStart
1-3-3 Log off in the role of a campaign manager (MARKETINGPRO).
Test the sent e-mail in the SAP GUI (logon data is available from your course instructor).
Go to the SAP Business Workplace in the SAP GUI by selBusiness Workplace:
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Open the Inbox in the Navigation area of the SAP Business Workplace. You will find the sent mail in your Unread Documents folder.
You can open the E-mail by double-clicking it.
If you changed the E-mail-address in 1-2, you will, of course, receive the E-mail in that account.
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© SAP AG 2008
Course Topics – SAP CRM Web Channel
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
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SAP CRM Web Channel
E-Selling
E-Service
E-Marketing
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SAP CRM Web Channel: Objectives
At the end of this unit, you will be able to:Explain that SAP provides combined sales, service, and marketing functions within the SAP CRM Web Channel scenarioDescribe the functionality of the B2C and B2B Web shop and Internet Customer Self Service
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Case Study: SAP CRM Web Channel
55SAP CRMPartner ChannelMgmt
Channel Manager creates lead; partner
creates order
33 Marketing manager creates target group and
marketing campaign
SAP CRMSolution
44Customer makes purchases from the Web shop
SAP CRMWeb Channel
Sales order is replicated in SAP Enterprise and goods are delivered
66SAP CRMSales
SAP CRMMarketing
Note: The numbers here refer to chapters
usiness-a
ompany. Make a purchase in a Business-to-Business (B2B) Web shop, navigate through the Web shop, and order for your company. You search for solutions in the solution database.
As a customer targeted in the marketing campaign, you receive an E-mail with a link to a Bto-Consumer (B2C) Web shop. You enter the Web shop, navigate through the catalog, select product, examine related items for that product (cross-selling), and finally place an order.
In addition to our scenario, take the role of a purchaser for a c
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Web Channel Capabilities in SAP CRM
Leverage the internet as a valuable sales, marketing and service channel for businesses and consumers
E-Marketing
E-Commerce
E-Service
Web Channel analytics
lf-
• imize their web shop and online content and
eb
hen sales and service operations while reducing transaction costs and customer service calls.
The SAP CRM Web Channel platform supports the full breadth of a CRM solution providing seservice across marketing, selling, service and analytics from a web perspective:
• With E-Marketing, organizations can drive customer loyalty and demand generation via the Internet.
• With E-Commerce, organizations can enable the complete sales process to run on the Internet.
• With E-Service, organizations empower customers with intuitive self-service, problem resolution and the ability to initiate service processes.
Web Channel Analytics enables organizations to opt better drive future marketing activities.
SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing and service channel for businesses and consumers. Companies can increase profitability and reach new markets with functionality for E-marketing, E-commerce, E-service, and Web channel analytics. With SAP CRM, you can empower your customers with a personalized Wexperience and convenient self-services. Plus, the application delivers a fully integrated Web channel platform, helping you strengt
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E-Selling – Overview
The E-selling capabilities of SAP CRM enable the complete sales process to run on the Internet.Companies can provide customers with personalized, interactive, and easy-to-use sales and self-service facilities using the Internet and streamline sales and fulfillment operations to enable an end-to-end order-to-cash process.
Quotation and Order Management
Shopping Basket Management
Price Management
Interactive Sellingand Configuration
Collaborative Selling
-to-use sales and self-service facilities
rders
,
d
elling, configuration advice, and real-
e partners into their E-ndaries. This topic
will be discussed in more detail in the unit Partner Channel Management.
With E-selling, companies can:
• Construct a business-to-business (B2B) or business-to-consumer (B2C) selling scenario
• Provide customers with personalized, interactive, and easyover the Internet
• Carry out the complete sales process on the Internet
Quotation and Order Management: Enables Web customers to obtain quotations and place ofor products and services, obtain real-time product availability information, and track each order through the order management process – from manufacturing through distribution to service.
Shopping Basket Management: Provides full support for customizable, configurable productsdisplays personalized pricing, offers cross and up-selling recommendations, provides real-time product availability information, and provides a consistent interface for all ordering processes.
Price Management: Enables companies to provide online pricing tailored to each customer baseon the type of customer, product, customer-specific pricing, contracts, or specific quotations. Companies establish pricing rules, processes and data centrally and then deploy them across all selling channels.
Interactive Selling and Configuration: Helps customers to choose the products and services that best meet their business needs. Multimedia content, guided stime pricing and availability empower customers with all of the information that they need to make an online purchasing decision without human intervention.
Collaborative Selling: Channel Commerce allows companies to incorporatCommerce strategy and enables collaborative selling across organizational bou
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E-Selling – User Interfaces of Web Shops for B2C and B2B
(B2B) or business-to-
g for your company and for your customers are:
•
s costly interfaces and
ng features
ting and fulfilling orders
rvice calls
•
ecisions by getting up-to-date information about products, prices, and
- Increased customer satisfaction
SAP delivers two Web shop scenarios to build up a business-to-businessconsumer (B2C) selling scenario.
The benefits of E-sellin
For your company:
- Complete integration of the CRM and fulfillment system avoidleverages existing IT investments
- Increased sales volume through integrated marketi
- Fewer errors when accep
- Lower transaction costs
- Fewer customer se
For your customers:
- Convenient buying and reliable fulfillment
- Fast and easy buying davailability
- Customized products
- Real-time order tracking
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E-Service – Overview
Extend enterprise knowledge, information, and customer services to the InternetProvide customers with the ability to check order status, obtain order tracking information, and research and resolve their own productproblems – without involving a customer-service representative.
Knowledge Management
Service RequestManagement
Live Customer Support
Customer Self-Service
Installed BaseManagement
Complaints and Returns Management
Billing and Payment
ig activities
self-service access for customers
blems
des Internet customers with a tool to create and update service
s using
lf-Service: Provides customers with self-service for customer information and
ir current portfolios of
Billing and Payment: Provides customers with online access to account status – including invoices, contracts, rebates, and billing status. Customers can also pay invoices online.
W th E-Service companies can: • Reduce call center volumes and customer support => Employees focus on value-addin
• Reduce transaction costs of service by supporting
• Improve customer convenience and satisfaction Knowledge Management: Enables customers to research and resolve their own service prowithout involving customer-service representatives. Customers can browse Frequently AskedQuestions (FAQs) linked to specific products or search for answers using natural language Request Management: Provirequests, and to check their status. Customers can use this to select the most convenient appointment time for a field service visit.
Live Customer Support: Allows organizations to provide immediate assistance to customerthe Web site. Customers can choose to chat, co-browse, E-mail or submit a call-back request. Customer Semaintenance tools. Customers can register for user accounts and update their personal account information. Installed Base Management: Enables online customers to manage thepurchased products. Customers can also initiate service requests for selected products or installations through complete, personalized views of their purchases.
Complaints and Returns: Allows customers to create, maintain, and track their own complaints and returns.
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E-Service – User Interface
s-to-business (B2B) and/or
e e for your company and for your customer are:
•
base (purchased products and installation details)
satisfaction and increase customer loyalty
•
rvice processes
ervice
- Convenient, 24x7 access
As in the E-selling section, SAP CRM enables you to build up a businesbusiness-to-consumer (B2C) scenario for your E-service.
Th benefits of E-servic
For your company:
- Leverage an organization’s existing infrastructure investments in SAP
- Gain better insight into customer
- Lower cost of providing service
- Improve customer
For your customers:
- Easy access to information and se
- Immediate, personalized s
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E-Marketing – Overview
The E-Marketing functions of SAP CRM support demand generation and strengthen customer loyalty over the Internet.Customers’ Web experiences are personalized to provide the most relevant and convenient online experience and information – enabling companies to generate more revenue through the Web selling channel.
Catalog Management
Content Management
Personalization
Campaign Management
Customer Segmentation
uct descriptions, multimedia
rsonalized content for customers in the customer portal. of
ternet
aign can
istics for more effective marketing. Customer segmentation can occur
based on company-defined criteria, including stated preferences in a Web survey, click stream behavior and past purchases.
Catalog Management: Provides a product catalog that contains prodobjects, pricing, and other documents. The catalog enables customer access to up-to-date and personalized product and availability information over the Internet.
Content Management: Supports peSupports both structured and unstructured content and allows customers to subscribe to topicsinterest to tailor their own content.
Personalization: Allows organizations to dynamically personalize their customers’ Inexperiences. Web experiences and content are tailored based on company-defined criteria: for example, customer’s previous purchases, orders, and predefined buying preferences.
Campaign Management: Enables organizations to control and manage the E-Marketing campprocess including design, execution, coordination, optimization, and monitoring. Companies create targeted, personalized Web and E-mail marketing campaigns and monitor profitability.
Customer Segmentation: Allows organizations to manage target groups of customers with common interests or character
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Web Channel Manager Role
Single point of entry allowing an E-Commerce Manager to fulfill all daily tasks, including
Catalog Management, such as creation and maintenance of product catalogsUser Management, such as creation of users, locking/unlocking usersAccess to sales and service objects, such as sales and service orders/quotationsMarketing functionality such as Top N list maintenance, definition of cross- & up selling rulesAdministrative tasks, such as Shop ManagementReporting, such as conversion rate, technical status of web page
With the Web Channel Manager Role customers have a single point of entry to administrate all the relevant tasks in this environment like maintaining product catalogues, web shops etc.
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SAP CRM E-Commerce: Deployment Modes
E-Commerce with SAP ERP
SAP E-Commerce for SAP ERP
SAP CRM Web Channel with SAP NetWeaver Portal
SAP CRM Partner Channel Management
SAP CRM Web Channel
inst SAP ERP without the need for
n E-Commerce for SAP ERP to E-Commerce with SAP CRM (=
sories, bestseller lists)
eck with SAP SCM
order
• Live customer support (Live Web Collaboration)
SAP gives organizations a choice of deployment options to best meet their business needs and growover time.
SAP E-Commerce capabilities can be deployed standalone agaCRM. This is a great option for companies who want to get and running quickly and aren’t ready tomake a full CRM solution decision but it’s on their roadmap.
E hancements by upgrading fromSAP CRM Web Channel) include:
• Marketing & personalization (including cross/up selling, related acces
• Rule-based ATP ch
• Superuser concept
• Contract release
• Guided selling
• E-Service (Internet Customer Self-Service)
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SAP CRM Web Channel: Summary
You are now able to:Explain that SAP provides combined sales, service, and marketing functions within the SAP CRM E-Commerce scenarioDescribe the functionality of the B2C and B2B Web shop and Internet Customer Self Service
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Exercises
Unit: SAP CRM Web Channel Topic: E-Selling B2C Shop
At the conclusion of this exercise, you will be able to:
• Create an order in the Business-to-Consumer (B2C) Web shop
Check the order status •
sumer (B2C) Web shop as a customer and create an order. Then you repeat this procedure in a Business-to-Business (B2B) Web shop.
1-1 eb shop scenario.
Web shop by following the link in your E-mail of the marketing
PC4YOU_EN (for the english version of the course) or the eb shop PC4YOU_DUS (for the german version of the course).
1-2 Add one piece of Notebook Professional 15 to the shopping basket. Also search
hen navigate to the shopping basket. Add suitable accessories for your notebook (such as a leather bag) to the shopping basket.
In the first step, you navigate through a Business-to-Con
Start the B2C W
Access the campaign (or use the link to access the Web shops B2C within the transaction ZLINKS).
Select the Web shop W
Are special offers displayed in the shop? __________________________________________________________________
__________________________________________________________________
for the Easy Hand V handheld and add it to the shopping basket.
T
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1-3 rner is: Go to the checkout and log on. The E-mail address for Sandra ##Tu
CRM-##[email protected] and the password is welcome
your group number instead of ##).
Note: you are asked to change the password enter welcome as the old password
and assign a new password.
1-4
Order Number: _____________________________________________________
1-5
__________________________________________________________________
1-6 for you?
__________________________________________________________________
1-7 il wi t g values:
User group: Beginner
tact channel: E-Mail
(Enter
If
Follow the procedure and order the shopping basket. Check the print version of the order and note the order number.
Check the status of this order.
Are any personal product recommendations displayed
Path: Home → Get personalized recommendations
Enter a new prof e th he followin Area of usage: Internet
Pref. con
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Exercises
Unit: SAP CRM Web Channel Topic: E-Selling B2B Shop
At the conclusion of this exercise, you will be able to:
• Create an order in the Business-to-Business (B2B) Web shop
Now you na
vigate through a Business-to-Business (B2B) Web shop as a contact person for a registered customer (enterprise) and order 10 notebooks.
2-1 the B2B scenarios with:
Select the Web shop PC4BIZ_EN (for the english version of the course) or the course).
2-2
_____
2-3
2-4
r your group number)
er.
Order Number: ___________________________
Logon to the Web shop of
User ID: 233
Password: welcome
Web shop PC4BIZ_DUS (for the german version of the
What transactions can you search for in the Web shop?
__________________________________________________________________
_____________________________________________________________
Which two options do you have for creating an order in the B2B scenario?
__________________________________________________________________
__________________________________________________________________
Use the fast order entry (without navigating through the catalog) to create an order for 10 Notebook Professional 15 (HT-1010) items.
Enter the Description Notebooks Gr.## (## stands fo
Order the shopping basket and note the order numb
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Solutions
Unit: SAP CRM Web Ch
annel
Topic: E-Selling B2C Shop
1-1 eb shop scenario.
Web Shops by following the link in your E-Mail of the marketing
Select the Web shop PC4YOU_EN (for the english version of the course) or the Web shop PC4YOU_DUS (for the german version of the course).
es, there are current offers (such as Flat Future, Notebook Professional 15) displayed in the Web shop.
1-2 Add one Notebook Professional 15 item to the shopping basket. Also search for
Add suitable accessories for your notebook uch as a leather bag) to the shopping basket.
ld
(Computer → Handhelds). The leather bag is shown as an accessory in the shopping basket.
1-3 r is:
Start the B2C W
Access the campaign (or use the link to access the Web shops B2C within transaction ZLINKS).
Are special offers displayed in the shop?
Y
the handheld Easy Hand V and add it to the shopping basket.
Then navigate to the shopping basket. (s
You can select the notebook from the special offers. You can find the handhedevice using either the search field (Find product) or the navigation in the catalog
Go To Checkout and log on. The E-mail address for Sandra ##Turne
CRM-##[email protected] and the password is welcome.
nter your group number instead of ##)
Notewelcome as the old password
and assign a new password.
(E
: If you are asked to change the password enter
© SAP AG TCRM10 6-20
Follow the procedure and order the shopping basket. Select the Invoice payment method, Continue and a
1-4 ccept (select) the General Terms and Conditions. Close the
order transaction by ordering (choose Order). Display print version of order and
1-5
Open Orders
1-6 for you?
t recommendations are displayed. You first have to enter a rofile and this profile must match a target group that was created for the product
1-7 s:
Select My Account → Personal Details → My Profile
note the order number.
Check the status of this order
Select My Account → My Orders →
=> The status of the order is OPEN
Are any personal product recommendations displayed
Select Home → Get personalized recommendations
No personal producprecommendations.
Enter a new profile with the following value Area of usage: Internet User group: Beginner Pref. contact channel: E-Mail
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Solutions
annel
Topic: E-Selling B2B Shop
2-1 W the B2B scenarios with:
PC4BIZ_EN (for the english version of the course) or the
2-2
E.g. orders, order items, quotations, quotation items, order template items,
2-3
b) You can skip the catalog by using the fast order entry in the New transaction
2-4
10
your group number).
Order the shopping basket and note the order number.
Unit: SAP CRM Web Ch
Logon to the eb shop of
User ID: 233
Password: welcome
Select the Web shop Web shop PC4BIZ_DUS (for the german version of the course).
Use transaction ZLINKS to select the B2B Web shop.
What transactions can you search for in the Web shop?
contracts, invoices
Which two options do you have for creating an order in the B2B scenario?
a) You can navigate through the product catalog similar to the B2C scenario
step.
Use the fast order entry (without navigating through the catalog) to create an order for 10 Notebook Professional 15 (HT-1010) items.
Choose the link Create New Order within the New transaction block and enter in the Quantity field and HT-1010 in the Product field.
Enter the Description Notebooks Gr.## (## stands for
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Course Topics – SAP CRM Partner Channel Management
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
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SAP CRM Partner Channel Management
SAP CRM Partner Channel Management Overview
Roles in SAP CRM Partner Channel Management
Functional Areas in SAP CRM Partner Channel Management
Channel Marketing Funds
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SAP CRM Partner Channel Management: Objectives
At the end of this unit, you will be able to:Explain the concept of SAP CRM Partner Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end customersDescribe the building blocks of SAP CRM Partner Channel Management, in particular with regard to the various user interfaces and functional areasCarry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal
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Case Study: SAP CRM Partner Channel Management
55SAP CRMPartner ChannelMgmt
Channel manager creates lead; partner
creates order
33 Marketing manager creates target group and
marketing campaign
SAP CRMSolution
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
Sales order is replicated in SAP Enterpriseand delivery takes place
66SAPCRMSales
Note: The numbers here refer to chapters
SAP CRMMarketing
As a partner, you access the Partner Portal, accept and qualify leads, and start the lead-to-order process.
Our company also explores an indirect sales channel. As the Channel Manager, you access the Channel Manager Portal, create leads, and dispatch them to partners.
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Partner Channel Management in SAP CRM –Capabilities
The partner channel management capabilities in SAP CRM leverage SAP’s core strengths of Web Channel, traditional CRM, and PRM to deliver a full channel solution
Web ChannelExtends web channel capabilities to partners
Traditional CRMExtends CRM sales, service, and marketing capabilities to partners while being tightly integrated with direct processes
PRMEnables relationship management processes and collaboration between brand owners and their channel partners
Partner channel
managementPRMTraditional
CRM
E-Commerce
SAP CRM
Partner channel
management
g ven or influenced by indirect partners. So to achieve
eir indirect channel operations and
and analytics have been
within Partner Channel Management has been integrated.
• Value Added Services: Services that augment supplier’s products, e.g. financing, customization, after sales parts and services
Channel partners are becoming increasingly important, because for many organizations, a growinpercentage of their revenue is being dricorporate financial goals, organizations need to streamline thefficiently interact with their partners.
Partner Channel Management is more than a point solution:
• With Partner Channel Management web channel capabilities are made available for channel partners.
• In addition, traditional CRM capabilities across sales, service, marketingextended out to partners.
Partner Channel Management was first available in release SAP CRM 3.1.
In release 4.0 industry specific solutions
Key functions performed by a channel:
• Information flow: Outward information about the supplier’s offering and inward flow about customer’s needs
• Logistics: Ensuring physical movement of supplier’s product to the end customer and vice-versa, if required
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Structure of the Indirect Channel
WholesalerDistributor
Retailer
Brand Owner
End Customers
Dealer
Agent
Systems Integrator
Reseller
Reseller
s have greater influence geographically and by market
r their cost of sales and service by leveraging channel partners. ployee partners or pay for their operations, the transaction costs for
facturers (OEMs), or large retailers.
in turn, sell to resellers or retailers. With a multi-level channel, manufacturers cannot
r OEMs sell through dealers, independent dealers, and importers who, in turn, sell to
vide services for them. Independent service centers also provide services to
Telecommunications companies sell products and manage contracts through independent dealers and branches who, in turn, sell to end consumers and businesses and provide services for them.
Reasons for companies (or brand owners) to use channel business models:
With a network of channel partners, companiesegment. Companies can sell to partners or collaborate with partners to provide services to customers in different regions and industries.
Companies can drastically loweSince brand owners do not embrand owners are much lower.
Examples of channel structures:
High tech: Manufacturers sell to distributors, original equipment manuDistributors, inspect the businesses of end customers or even partners.
Automotive Manufacturers oend customers and proend customers.
Telecommunications
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Partner Channel Management – Overview
SAP CRM Channel Management provides organizations with a platform to manage relationships with their partners. It also allows sales partners to provide customers with an effective service, which leads to a profitable, indirect interaction channel.
Partner ManagementChannel MarketingChannel SalesPartner OrderManagementChannel ServicePartner and Channel AnalyticsPartner Portal Customer
Channel manager
Partner
te to, sell to and service customers. It helps
ustomers,
ution is divided into 6 main business areas: rtners
arketing enables companies to better drive demand for products through channel
ir partners to sell more of their products, more ers,
s to incorporate partners into their eCommerce strategy and support collaborative
nt
bles brand owners, as well as partner organizations, to gain
the partner portal and the brand owner’s channel employees through the channel manager portal. Partner Channel Management capabilities are fully integrated with the CRM WebClient framework.
SAP CRM Partner Channel Management is a platform for organizations to effectively collaborawith and leverage channel partners to better marketorganizations better manage partners, and enables partners to effectively serve their cresulting in a profitable and loyal partner channel. SAP’s Partner Channel Management sol
Partner Management enables organizations to better recruit, ramp-up and manage channel pathroughout the entire partner lifecycle. Channel Mpartners and to engage in collaborative marketing and demand generation activities with their partners. With Channel Sales organizations can enable theeffectively and to optimize channel sales efforts. Channel Sales is providing SFA out to partnincluding accounts, activities and opportunities. Partner Order Management optimizes online ordering processes for partners and enables organizationselling across organizational boundaries – so this includes support for distributed order managemescenarios.
With Channel Service, companies can ensure consistent and timely service to end customers bydelivering service and problem resolution capabilities to partners. Partner & Channel Analytics enainsight into, analyze and act on channel business trends in order to build more profitable and successful business relationships. All of this functionality is delivered to partners via
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The channel manager portal enables your organization to manage partner relationships, collaborate with channel partners, and optimize channel operations.
User Interface - Channel Manager
ChannelManager
anage channel partner nel operations,
g the partner base. Tasks include:
ortfolios
indirect channels
• Defining products and services that various partners can sell
The Channel Manager Role is used by the brand owner’s employees.
The Channel Manager Role is the personalized, single point of entry used to mrelationships and channel partners, collaborate with channel partners, optimize chanand monitor and analyze channel sales, service, and marketing performance.
The channel manager is responsible for managin
• Planning transactions over indirect channels
• Analyzing partner offerings and partner p
• Procuring and introducing new partners
• Forwarding leads to appropriate partners
• Monitoring subsequent transactions for leads
• Monitoring and analyzing transactions over
• Selecting and creating content for partners
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User Interface - Partner Portal
The partner portal enables channel partners to more effectively sell to and interact with end-customers.
ChannelPartners
r Portal serves as a user interface for employees and partners (partners are companies -
tools
end customers. The Partner Portal , and analyses for partners.
• ducts
clude managing leads and orders. The res access to up-to-date information and analyses, and manages the
• sses such
ock replenishment orders for customers, providing order statuses to customers, and finding solutions or logging service requirements for any problems encountered by end customers.
The Partnethat, for example, sell products for the brand owner and/or provide related services for the endcustomer).
The Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners’ products. Partners are provided with theand information to more effectively sell to and do business withsupports self-service, relevant information, content, transactions
In general, two groups of employees access the Partner Portal:
Partner Managers A partner manager is responsible for marketing, sales and service of the brand owner’s proand services at the partner company. Responsibilities inpartner manager requicustomer relationship together with the brand owner.
Partner Employees A partner employee reports to the partner manager and focuses on daily business proceas qualifying leads, accepting st
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Channel Commerce
Incorporate partners in your E-Commerce strategy and enable collaborative selling across organizational boundaries.
Provide an E-Commerce platform that your partners can use to handle sales to end customers.
Collaborative ShowroomDistributed Content &Catalog ManagementDistributed Order ManagementHosted OrderManagementHosted Partner Site
Customer
el Management that enables your
ustomer sales
ate with your partners to develop and maintain end-customer relationships
• Web shop for collaborative online
services. The customer has a single point of access to search
• The Distributed Order Management function of SAP CRM allows brand owners to distribute orders to partners for fulfillment.
Channel Commerce is a functional area of SAP CRM Channcompany to:
• Incorporate channel partners into E-Commerce processes
• Provide channel partners with an E-Commerce platform to process c
• Facilitate a single, consistent face to the customer over the Internet
• Collabor
Examples:
Collaborative Showroom The Collaborative Showroom enables brand owners to host asales and marketing of products andfor and purchase products from the entire partner network.
Distributed Order Management
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Market Development Funds as part of Channel Marketing is a SAP CRM based set of applications which enables brand owners to increase the effectiveness of their channel marketing expenditures, by efficiently allocatingthe market development budgets to the channel partners and theirmarketing activities.
Market Development Funds is integrated into:
• SAP CRM Marketing• SAP CRM Partner Channel Mgmt• SAP CRM Funds Management• SAP CRM Claims Management• SAP CRM Billing• SAP Business Intelligence• SAP ERP (FI/CO)
Channel Marketing Funds – Target
r
s enables brand owners to more efficiently manage and distribute
to execute marketing activities and to allocate funds to a specific geographical area or
ram
ting Funds are a resource available to Channel Partners (e.g. distributor, VAR,
er time
elated to funded initiative templates to request funded initiatives. The funded ing, Joint
Upon prior approvals (funded initiative, claim), Channel Partners will receive specific reimbursement for the negotiated expenses associated with the specific initiative.
The target of Channel Marketing Funds is to extend your marketing reach and multiply youmarketing dollars by leveraging your Channel Partners.
Channel Marketing Fundmarketing funds to their channel partners and to increase the effectiveness of their channel marketing expenditures.
Channel Marketing Funds are provided by Brand Owners (e.g. manufacturers) to their Channel Partners product (groups) to go the last mile to the customer who is often anonymous for the MDF progowner.
Channel Markedealer) to fund demand generation activities that will increase sales and generate leads and businessopportunities.
Channel Marketing Funds are not sales incentives (like high class golf equipments) or promotions (like a special product discount).
Funds are set up based on the underlying business plan per channel partner. It will develop ovbased on the actual channel partner sales performance or it is based on a given fixed amount.
A fund can be rinitiatives themselves may include Trade Shows, Email Campaigns, Seminars, AdvertisCollateral, etc.
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Channel Marketing Funds – Business Process Overview
BRAND OWNER PARTNER
EXECUTION
Executemarketing activity
Pay partner for marketing activity
Define co-marketing programs & activities
FINANCE PLANNING MARKETING
Plan budgetfor co-marketing
Allocate fundingto partners
Determine desiredmarketing activities
Request funding forspecific activities
Reserve funds basedon planned activities
Accrue funds forpartner performance
Access tools anddownload collaterals
Submit proof ofperformance & claim
Approvereimbursement
Triggerpartner payment
Actual PartnerPerformance
Receivepayment
Update fundswith payout amount
Approve activities /requested budgets
and
Funds and MDF Program/Special Program with
ram
tiative template)
sement
• Channel Manager manages claim approval and settles approved amount
The Channel Marketing Funds process is a highly integrated End-to-end Co-Marketing processconsists of the following steps:
• Channel manager sets up Funds Plan withinitiative templates
• Channel manager manages fund budgets
• Partner manager enrolls to the MDF prog
• Partner manager checks available funds
• Partner manager creates initiative request (based on ini
• Channel manager manages initiative request approval
• Partner executes approved initiative and creates claim request for reimbur
© SAP AG TCRM10 7-13
© SAP AG 2008
SAP CRM Partner Channel Management: Unit Summary
You are now able to:Explain the concept of SAP CRM Partner Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end customersDescribe the building blocks of SAP CRM Channel Management, in particular with regard to the various user interfaces and functional areasCarry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal
© SAP AG TCRM10 7-14
© SAP AG TCRM10 7-15
Exercises
Unit: SAP CRM Partner Channel Management
opic: Lead Management (Channel Manager) T
At the conclusion of this exercise, you will be able to:
Distribute the lead to the appropriate partner
• Create a lead as the Channel Manager
•
ed that the customer Media Store is
ad to the partner ED Systems, who en contact the customer and further qualify the lead.
1
1-1 Log onto the SAP CRM WebClient User Interface in the Business Role of a (CHM-CM).
1-2
int: Sales Cycle → in the block Create select Leads)
s for your group number). D 3271).
duct HT-1000.
1-3
__________________________________________________________________
You are in the role of the Channel Manager at the PC manufacturer PC4You. You have been informinterested in 10 PCs. You want to pass on this information as a lead to your sales partner ED Systems.
So you create a transaction of the type Lead. The lead contains all the important information on this business matter.
In the next step you forward this leth
Channel Manager Role
Channel Manager
Create a lead.
(H
• Create a lead with the transaction type Lead Partner Portal • Enter the Description Lead for Group ## (## stand• Enter the Prospect Media Store (partner I• Enter 10 items of the pro• Save the lead document
What is the transaction number (transaction ID) and the current status of the lead that you just created?
© SAP AG TCRM10 7-16
1-4 Do not forget to
Note: Distribution should take place Manual Partner Selection.
1-5
1-6 You have sent the lead to ED Systems and you now want to know who the contact
1-7 Manager and close all browser windows and essions.
Forward the lead to the ED Systems partner (partner ID 300864).save your document again.
What is the current status of the lead now?
__________________________________________________________________
persons for ED Systems are. Who is the Partner Manager at ED Systems?
Tip: Check the details for Partner ED Systems in Partners and Accounts area.
__________________________________________________________________
Log off in the function of the Channel s
© SAP AG TCRM10 7-17
Exercises
Unit: SAP CRM Partner Channel Management
Topic: Lead Management (Partner Manager)
At the conclusion of this exercise, you will be able to:
• In the role of a PC4YOU partner (in this case Logan White), accept the lead
ll the necessary information, including the lead previously created by
you (in the role of a Channel Manager) and forwarded to ED Systems.
2 tn
2-1 Log onto the SAP CRM WebClient User Interface as Logan White (in the Business anager).
Logan White is the sales representative at ED Systems, the reseller of PCs from PC4YOU.
Logan White logs on directly to the system of PC4YOU. There he finds a
Par er Manager Role
Role of a Partner M
Important hint: In this special case (because taking over the role of Logan White) in the popSAP NetWeaver – SAP Web Applicaton Server log on with user WHITEL
-up and
password welcome (instead of CRM-##). This will lead you to the role and
2-2 In the Workflow Tasks within the Worklist of the navigation bar, look for the lead
2-3 Read the description and branch to the details for the lead. To get to the details, you d Business Object.
2-4 Go back to the Workflow Tasks and accept the lead.
functions of Logan White as the Partner Manager at ED Systems.
you just created and sent (Lead for group ##).
have to choose the hyperlink in the column Associate
© SAP AG TCRM10 7-18
© SAP AG TCRM10 7-19
Exercises
Optional: el Management
Topic: Collaborative Showroom
Unit: SAP CRM Partner Chann
At the conclusion of this exercise, you will be able to:
In• the role of an end customer, place an order in the Web shop and select the partner(s) you want to deliver the products
ollaborative showroom scenario, a Web shop order is s the rest of the order
ct a suitable partner. Order the content of the shopping basket.
3 ab
3-2 Special offers area) and buy the
Add these to your shopping basket:
sic 17
3-4 Search for a partner who is processing the order and choose the organization
3-5
__________________________________________________________________
Within the cassigned to a partner. The partner then performprocessing.
• Enter the Web shop as a consumer. •• Fill the Web shop shopping basket and sele
Coll orative Showroom
3-1 Enter the Collaborative Showroom via the link in transaction ZLINKS.
Browse through the shop catalog (or use the following two products.
• Notebook Ba• Multi Print
3-3 Navigate to the shopping basket.
EuroCo.
Check the availability/prices of the desired items for the desired partner. Which product is not available in the range of the company EuroCo?
© SAP AG TCRM10 7-20
3-6
Select Lime Computers for the Multi Print so that different partners process the
3-7
@SAPIDES.COM
Is this product available from other enterprises? Choose the organization that can provide the product at the earliest date.
__________________________________________________________________
two order items.
Order the content of the shopping basket.
For the registration you use the E-mail address of Sandra ##Turner CRM-##.TEST (## stands for your group number) with the password welcome, or you use the E-mail address that you entered in Unit 4
3-8
Select the Invoice payment method and accept the General Terms and Conditions.
3-9
_____________
3-10
________________________________________________________
3-11 Log off.
(exercise 3-1).
Perform the order transaction for each of the partners.
Close the order transaction by ordering.
Check the order confirmation and note the two order numbers.
_____________________________________________________
Switch to My Account and check the order status of both orders.
__________
© SAP AG TCRM10 7-21
Solutions
t
opic: Lead Management (Channel Manager)
1
1-1 og onto the SAP CRM WebClient User Interface in the Business Role of a
Select the Business Role CHM-CM out of the list.
1-2
• 3271) by
field. Choose to start the
• ter HT-1000 (Notebook Basic ntity field.
1-3 What is the transaction number (transaction ID) and the current status of the lead
On the Details assignment block within the area General Data the Transaction ID
The current status of the lead is shown within the Status area on the Details
1-4 Manual Partner Selection. Do not forget to save your
ocument again.
Unit: SAP CRM Partner Channel ManagemenT
Channel Manager Role
LChannel Manager (CHM-CM).
Create a lead.
(Hint: Sales Cycle → in the block Create select Leads) • Create a lead with the transaction type Lead Partner Portal • Enter the Description Lead for Group ## (## stands for your group number).
Enter the Prospect Media Store (partner ID 3271). Use the input help and search for the prospect Media Store (partner ID
e Search entering Media* in the Name1 / Last Namsearch and then select and transfer the search result to your document. Enter 10 items of the product HT-1000. On the Products assignment block, choose en15) in the Product ID field and 10 in the Qua
• Save the lead you created by choosing Save
that you just created?
is shown.
assignment block.
The status Open can be seen in the Status field.
Forward the lead to the ED Systems partner (partner ID 300864). Note: Distribution should be d
© SAP AG TCRM10 7-22
Select Distribute in the Header area of the Lead overview screen. Choose the tion and use the input help in the Channel Partner
ms (partner ID 300864). You can find this by entering
rch result.
Choose the button Update.
to Be Distributed and choose Save and
1-6
a.
Drake and Logan White are listed. Logan White is the Partner Manager.
1-7 Log off in the function of the Channel Manager and close all browser windows and sessions.
Method: Manual Partner Selecfield to search for ED SysteED* in the Name field. Choose Search to start the search, then select and transfer the sea
Select the table row within the block Leads Back.
1-5 What is the current status of the lead now?
Status field: Dispatched to Partner
You have sent the lead to ED Systems and now you want to know what contact persons there are for ED Systems. Who is the Partner Manager at ED Systems?
Tip: Check the details for Partner ED Systems in Partners and Accounts are
Partners & Accounts → within the block Search select Channel Partners and search for ED Systems.
Select ED Systems out of the result list and branch to the Partner Contacts assignment block. => Diane
© SAP AG TCRM10 7-23
Solutions
nt
Topic: ead Management (Partner Manager)
2 tn
2-1 Log onto the SAP CRM WebClient User Interface as Logan White (in the Business anager).
Unit: SAP CRM Partner Channel Manageme
L
Par er Manager Role
Role of a Partner M
Important hint: In this special case (because taking over the role of Logan White) in the popSAP NetWeaver – SAP Web Applicaton Server log on with user WHITEL
-up and
password welcome (instead of CRM-##). This will lead you to the role and
2-2 the Workflow Tasks within the Worklist of the navigation bar, look for the lead
Select Worklist in the navigation bar and branch to the Workflow Tasks assignment
2-3 ead the description and branch to the details for the lead. To get to the details, you
Choose the Associated Business Object Lead for Group ## by using the
2-4 Workflow Tasks and accept the lead
## in the column Subject within the Workflow Tasks assignment block. Finally choose the button Execute Decision to accept the lead and also changing the status.
functions of Logan White as the Partner Manager at ED Systems.
Inyou just created and sent (Lead for Group ##).
block.
Rhave to choose the hyperlink in the column Associated Business Object.
hyperlink.Details of the lead are then displayed.
Go back to the
Choose Back. Accept the lead by selecting the hyperlink Accept Lead for group
© SAP AG TCRM10 7-24
© SAP AG TCRM10 7-25
Solutions Optiona : Unit: SAP CRM Partner Chann
lel Management
Topic: Collaborative Showroom
3 lab
3-1
Select transaction ZLINKS out of your favorites and use the link for accessing the
3-2 rowse through the shop catalog (or use the Special Offers area) and add the l the shopping basket:
sic 17
3-4 earch for a partner who is processing the order and choose the organization
Choose Store Locator and search by choosing All. Select Choose Partner for
3-5 heck the availability/prices of the desired items for the desired partner. Which EuroCo?
3-6 this product available from other enterprises? Choose the organization that can
ew r this item from the Multi Print product line. On the next screen you see
at the companies Lime Computers and Pacific Technology can deliver this
Col orative Showroom
Enter the Collaborative Showroom via the link in transaction ZLINKS.
Collaborative Showroom.
Bfol owing two products to • Notebook Ba• Multi Print
Choose Add to Shopping Basket.
3-3 Navigate to the Shopping Basket.
SEuroCo.
EuroCo.
Cproduct is not available in the range of the company
The Multi Print is not part of EuroCo’s assortment.
Isprovide the product at the earliest date. Yes, it is available from other organizations. To determine this, choose Find a npartner fothproduct. Lime Computers can deliver the product faster.
© SAP AG TCRM10 7-26
Choose Lime Computers for the Multi Print so that different partners process the
3-7
ave to log onto the Web shop. Choose Log on.
two order items.
Order the content of the shopping basket.
To place an order, you h
For the registration you use the E-mail address of Sandra ##Turner CRM-##[email protected] (## stands for your group numpassword welcome, or you use the E-mail address that y
ber) with the ou entered in Unit 4
3-8 e partners.
rdering (choose Order).
dure for the second item.
Order numbers:
3-10 Switch to My Account and check the order status of both orders.
The status for both orders is Open. Select My Orders.
3-11 Log off.
(exercise 3-1).
Select the button Update first and then choose the button Go To Checkout.
Perform the order transaction for each of th
Select the Invoice payment method, choose Continue and accept (select) the General Terms and Conditions. Close the order transaction by o
Repeat this proce
3-9 Check the order confirmation and note the two order numbers.
© SAP AG TCRM10 8-1
© SAP AG 2008
Course Topics – SAP CRM Sales
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
© SAP AG TCRM10 8-2
© SAP AG 2008
SAP CRM Sales
Account & Contact Management
Activity Management
Opportunity Management
Quotation and Order Management
Contract Management
Incentive & Commission Management
© SAP AG TCRM10 8-3
© SAP AG 2008
SAP CRM Sales: Objectives
At the end of this unit, you will be able to:List the business processes in SAP CRM SalesDescribe different business objects, elements, and functions in SAP CRM Sales
© SAP AG TCRM10 8-4
© SAP AG 2008
Case Study: SAP CRM Sales
55SAP CRMPartner Channel Mgmt
Channel manager creates lead; partner creates
order
33 Marketing manager creates target group and
marketing campaign
Customer makes call and IC Agent enters
complaint77
SAP CRMInteraction
Center
SAP CRMSolution
44Customer makes purchases from the Web shop
SAP CRMWeb Channel
Sales order is replicated in the SAP ERP system and goods are delivered
66SAP CRMSales
SAP CRMMarketing
Note: The numbers here refer to chapters
company, you use the various tools for your accounts: You create
As an employee responsible for shipment, you use the SAP ERP system to complete the delivery of orders placed using the various channels, such as the E-Commerce Web shop.
As a sales representative for youran opportunity after having visited a customer, perform customer-related activities, and finally turn the opportunity into a quotation.
© SAP AG TCRM10 8-5
© SAP AG 2008
Lead creationand qualificationCustomer
retention
Logisticsexecution
Customer service
BillingAgreement
Sales cycle
Interaction Center
E-Selling
Mobile
Telephony
Face-to-face
Sales Cycle and Closed-Loop CRM
iding a
ivalled, comprehensive view of each sales , key
Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information for optimized front-office transactions.
Closed-loop Interaction Cycle: Provides companies with an insight into the entire customer life cycle – from the moment a lead is identified, to planning necessary tasks and activities, provquotation, entering an order, and finalizing and managing the billing cycle and fulfillment process.
360 Degree Visibility: SAP CRM delivers an unropportunity by providing complete information about prospects, customer histories, milestonesdecision-makers, tasks, activities, and progress.
Multi-Channel Optimization: Gives sales team members (regardless of their role or location), partners, and customers immediate access to all critical information ensuring an integrated and consistent experience regardless of the channel used.
© SAP AG TCRM10 8-6
© SAP AG 2008
Account & Contact Management
No one knows your accounts better than you with SAP CRM
Quick and easy to find and display accountsInformation about contact partners, companies, and relationshipsDifferent views of accounts, such as customers, contacts, consumers, or competitors360° view of the account with all relevant information such as:
Interaction historyActivitiesOpportunitiesSales, service, and marketing documentsFinancial and logistical data
Printing of account overviewAccount fact sheet
• and contracts, and complete customer interaction histories
te visits,
Account and Contract Management is particularly useful for sales employees or mangers who work with the system only occasionally to prepare or postprocess their customer visits.
Key Account and Contact Management functions of SAP CRM include:
Quick access to key account information, including overviews of critical relationships, sales documents such as quotationsincluding inbound and outbound calls, e-mail exchanges, written correspondence, on-simeetings, and presentations.
• A customizable fact sheet that provides important Key Performance Indicators (KPIs)
Linking master data processing and integrating transaction data in Account Management provides anideal basis for preparing targeted and customer-oriented visits.
© SAP AG TCRM10 8-7
© SAP AG 2008
Activity Management
PartnersSales EmployeesContact PartnersManagers
Deadlines
Texts
Attachments
TransactionsQuotationOpportunityCustomer Order
Questionnaire
Activity Journal
GroupwareIntegration
Activities
Tour Planning andActivity Scheduling
a business partner) and tasks.
• ical urveys to track the batch and product numbers of free samples offered
• ay synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus
• Tour planning and activity scheduling can be used to select business partners and create activity proposals for them, which are immediately shown in the calendar.
Activities can be divided into interactions (with reference to
Key Activity Management functions of SAP CRM include:
• Ability to schedule and manage simple and complex tasks
• Ability to define and access customer activities, including all communication transactions, suchas appointments, dates, telephone calls, e-mails, letters, and meetings
• Seamless integration into all business transactions allowing basic functions to be used in each phase of the CRM process and sales cycle
• An activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on requirements, products, and services discussed.
Ability to integrate many different areas of data and create surveys. For example, pharmaceutcompanies could use such sduring customer visits. Retailers, on the other hand, could record the costs of campaigns and other details.
Two-wNotes, ensuring that sales employees can view their CRM calendars in third-party solutions as well.
© SAP AG TCRM10 8-8
© SAP AG 2008
Groupware Integration in SAP CRM
User: SAP CRM ApplicationMS Outlook or Lotus Notes
Link to Contact in SAP CRM
Two-way data exchange between SAP CRM Middleware and Groupware Solutions(MS Exchange and Lotus Notes)
Server-based for:
Tasks
Contacts
Business Partners Groupware: Business Partner Addresses
and ent
ce versa). This allows you to
and sent to Middleware.
dar
Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background without having to be triggered by the user.
You can integrate SAP CRM Activity Management with groupware applications (such as Microsoft Outlook and Lotus Notes) to synchronize contacts and tasks in your SAP CRM calendar with yourown groupware calendar. Data is exchanged in both directions, enabling you to call up activities data (such as date, time, location and business partners involved) in your own office managemsystem that you originally entered in the SAP CRM system (and viwork more quickly and effectively because you do not have to constantly refer to your CRM calendar or groupware calendar to check appointments and tasks.
SAP CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+.
When you create or change an activity (contact or task) in SAP CRM Activity Management, it is saved in the database as a Messaging Business Document (Bdoc)Middleware calls adapters and sends the activity to the map box. It is then converted to iCalenformat so that it is compatible with the groupware applications.
© SAP AG TCRM10 8-9
© SAP AG 2008
Opportunity Management
ActivitiesPhase
Development
Decision
Discovery Exchange of informationDefinition of requirements Customer visit
Solution developmentTest of benefitsPricingDemonstration/PresentationNegotiation
Quotation
PersuasionVisit to reference customersGolf
Order
won
No OrderlostSuccess/failure
analysis
Opp
ortu
nity
vices.
se, ejection.
i anagement functions of SAP CRM, sales employees can easily:
makers, influencers, and relationships
lling and sales coaching
• Manage complex sales projects more effectively by seamlessly integrating project and resource management capabilities
An opportunity is a recognized possibility for a company, for example, to sell products or serThe opportunity allows you to view sales projects from the very start and track their progress.
An opportunity goes through a sales cycle that is divided into various phases. In each phadifferent activities are carried out. The sales process ends with a sales order, contract, or r
W th the Opportunity M
• Plan sales strategies
• Assign and manage critical tasks and activities
• Identify key decision
• Monitor competitors
• Promote team se
• Predict revenue
• Create opportunity hierarchies to link related sales opportunities and projects
© SAP AG TCRM10 8-10
© SAP AG 2008
Opportunity Management – Sales Methodology
Opportunity
Buying Center
Sales AssistantOpportunity
Plan
CompetitorAnalysis
OpportunityAssessment
Reporting/Analysis
Project Goals
Freely Customizable
• d h
mpanies can manage and monitor all sales opportunity
h
• An opportunity plan, which provides a complete view into the current status and details of an opportunity.
Key elements and functions of sales methodology in SAP CRM include:
A sales assistant feature, which companies can use to guide sales employees through a structuresales process. This function also supports sales employees in planning their sales activities. Witthe help of the sales assistant feature, coactivities and provide sales representatives with recommended activities and tasks to complete during each phase of the sales process.
• A buying center, where users can enter information on people involved in customers’ decision-making processes, including endorsers, decision makers, users, assessors, and coaches.
• An opportunity assessment tool, which provides sale representatives with checklists with whicthey can qualify projects and determine the probability of closing sales.
© SAP AG TCRM10 8-11
© SAP AG 2008
Pipeline Performance Management
ent (PPM) is an interactive application to plan quotas and manage ily identify
ent helps sales managers and sales representatives to:
unity changes in the pipeline
te
For Pipeline Performance Management SAP Business Intelligence (SAP BI) is not required.
Pipeline Performance Managempipeline activity and presents opportunity data in context with pipeline analytics to easgaps and critical opportunities.
Pipeline Performance Managem
• Analyze their sales pipeline
• Identify gaps and critical opportunities
• Identify and monitor opport
• Simulate what-if scenarios
• Immediately trigger the right actions to resolve issues and to meet their targets
Pipeline Performance Management provides a great user experience by merging analytics and actions in one application.
Four different chart types are offered: Target To Date View, Sales Pipeline View, Closing DaView and Sales Pipeline Change View
© SAP AG TCRM10 8-12
© SAP AG 2008
Quotation and Order Management – Quotation
Quotation
Sold-to Party: Miller Inc., Boston
StatusFlat Screen Monitor X-100 10 pc QuotationLaser Printer Z-230L 20 pc Quotation
Quotation:Legally binding offer to deliver specific products or a selection of a certain amount of products in a specified timeframe at a pre-defined price.
Actions(for example, sales call asactivity one week beforeend of validity period)
Status(for example, "Completed" if the validity end-date has
been reached)
Workflow(for example, release)
• customer and the products already exist. If there is only one
y a
s of
of the group can be
• se
CRM for information purposes. An error-free quotation created in SAP CRM is copied to SAP CRM Mobile Sales. A quotation created in SAP CRM Mobile Sales is copied to SAP CRM.
Basic elements and functions in Quotation Management include:
Information about Existing Quotation: When you create a new sales order, the system checks whether valid quotations for thequotation, the system can immediately assign it to the sales order. Alternatively, it can displalist of all relevant quotations.
• Validity: Can be determined manually or by using a date profile at header and/or item level
• Completion: A quotation is completed if the validity period expires (action), if the customer rejects it, or if its status is changed (for example, if the quotation is accepted).
• Sales Probability: Determines how likely it is that a sales order will be initiated on the basithe quotation. This is used to forecast sales (expected revenue).
• Alternative Items: Items can be combined into groups. Only one itemtransferred to an order.
• ATP Check: Calculated according to quotation-specific ATP profile
• Actions: Generate actions (for example, e-mails, workflows or follow-up documents) from application data in accordance with an action definition.
Distribution: Quotations that are created in SAP CRM can be transferred to SAP ERP. Thequotations can then be converted into orders in SAP ERP but not in SAP CRM. Quotations managed in SAP ERP are distributed to SAP
© SAP AG TCRM10 8-13
© SAP AG 2008
Sales Order
Quotation and Order Management – Sales Order
Sold-to Party: Miller Inc., BostonDelivery Date
Flat Screen Monitor X-100 10 pc 06/20/2008
Laser Printer Z-230 20 pc 06/20/2008
Sales Order:A request from the customer to the company to deliver a certain amount of products at a certain time or to provide services by acertain time.
Informationabout existing
quotation
Campaign Determination(campaign-specific
pricing)
Integration(exchange with
SAP ERP)
• l
status at item level, and enters corresponding
• for which payment is made
check with a clearing house. The
• ilability check of products in SAP SCM; the rule-based availability check in SAP SCM;
f
• Explosion of Structured Products: Single-level explosion of structured products in sales transactions.
Important functions in Customer Order Management include:
Execution of Credit Check: The SAP CRM system uses a Remote Function Call (RFC) to calSAP ERP or another system in which the credit check is performed. SAP CRM displays theoverall credit status in the header, sets the creditmessages in the application log. If the credit limit has been exceeded, further processing is prevented by the status "Credit Limit not OK".
Use of Payment Cards: You can define payment card data in the Business Partner master dataand then easily enter it in the sales document. In a sales transactionwith a payment card, the system carries out an authorizationsettlement with the clearing house is executed in the ERP system.
Availability Check: The following options are supported: the avathe availability check in SAP ERP; and product availability information in SAP SCM or SAP ERP.
• Product Listing and Exclusion (PPRs): A partner/product range (PPR) is a combination obusiness partners and products that is valid in predefined scenarios for a specific time.
© SAP AG TCRM10 8-14
© SAP AG 2008
Sales Contract
Contract Management
Contract:Contracts are long-term agreements with customers that allow them to buy products under special conditions, such as lower prices or favorable terms of delivery.
Sold-to Party: Miller Inc., BostonQuantity Value
Flat Screen Monitor X-100 1000 pc 299,000Laser Printer Z-230 759,000Personal Computer PC-15 1000 pc 999,000
Actions(for example, follow-up
activity when canceled)
Value/QuantityContract
(on item level)
Integration(exchange with
SAP ERP)
• original sold-to party, who may release uthorized partners, enter one or
reements: Can be defined at header or item level
• ly apply on a long-term basis. Customers who want to use SAP CRM as their
.
M
• Contracts are continually updated with the correct released quantities or values in both systems.
Important elements of contracts include:
Authorized Partners: business partners, other than theproducts from a contract. You can create a list of individual, amore group hierarchies, or use a combination of both.
• Pricing Ag
• Deadlines
• Cancellation
• Completion Rules
Integration of contracts between SAP ERP and SAP CRM:
Contracts usualmain contract management system can transfer contracts from the SAP ERP system to the SAP CRM system.
• You can execute an initial data transfer to replicate all existing SAP ERP contracts to SAP CRM
• New or changed contracts are then transferred automatically from the ERP system to the CRsystem.
• In this way you can display contracts from SAP ERP in the SAP CRM system and release products from these contracts.
© SAP AG TCRM10 8-15
© SAP AG 2008
CRM Billing(optional)CRM Billing(optional)
Sales Order Scenario in SAP CRM and SAP ERP
Outbound Delivery
Outbound Delivery
TransportTransport
Sales Order
Status
Successfully distributed
Completely processed
Sales Order
Status
Successfully distributed
Completely processed
Sales OrderSales Order
PickingPackingWarehouse MgtTransportation
PickingPackingWarehouse MgtTransportation
BillingBilling
SAP CRM SAP ERP
ly
he distribution status of the transaction in the SAP CRM system, you can see whether the
, you can check it by viewing the delivery
After successful billing, the relevant billing status is set.
Even transactions with errors can be saved in the SAP CRM system and are available for further processing.
Sales orders can be transferred to the SAP ERP system only if they have been processed completeand without error.
From ttransaction is relevant for distribution and, if so, whether it was successfully distributed to SAP ERP.
Once the delivery has been made in the SAP ERP systemstatus of the order in the SAP CRM system.
© SAP AG TCRM10 8-16
© SAP AG 2008
Corporate Objectives
Individual Goals
Incentive & Commission Management
Benefits in the Sales AreaAlignment of individual goals with corporate strategyIncreased employee productivity through transparency of potential and bonus paymentsStronger commitment of talented employees to the organization
Benefits in the Finance AreaReduction of payout errors (improving profitability)Low administrative costs through automation
Commission data can be checkedSales costs can be viewed immediately
n incentive
to
les pipelines. Being able to project the ntify the opportunities that ensure that
• perational areas, since Incentive and Commission
• Up-to-date visibility of the compensation status at any time, both for the compensated work force (Sales Manager and Sales Representative) and for management.
The Incentive and Commission Management (CRM-ICM) business scenario delivers amanagement application, administration interface, and end-user interface. Planning administrators can use the application to create complex compensation plans and manage these after implementation. In this way, organizations can adapt incentive programs quickly and dynamically the changing conditions of today's business environment. Sales staff can easily track their current performance and model potential commission from their saamount of commission themselves allows sales staff to ideboth personal goals and corporate objectives are achieved.
Offers an effective tool for efficient sales administration:
• Commission can be calculated at a transaction level (a unique attribute of SAP’s solution).
• Complex calculation schemes and various parameters can be taken into account when calculatingincentives.
Centralizes processing of data from different oManagement can centralize all data related to incentive management especially in industries with multiple and heterogeneous legacy systems.
© SAP AG TCRM10 8-17
© SAP AG 2008
SAP CRM Sales: Summary
You are now able to:List the business processes in SAP CRM SalesDescribe different business objects, elements, and functions in SAP CRM Sales
© SAP AG TCRM10 8-18
© SAP AG TCRM10 8-19
Exercises
Unit: SAP CRM Sales Topic: Creating Sales Transactions
At the conclusion of this exercise, you will be able to:
Create various sales transactions •
unity.
The quotation is accepted by your customer and results in a follow-up order.
1-1
Sales Methodology) to create
ty
xp. Sales Vol: ample, 12/31/2008)
____________________________________________________________
-1-2
ction Gather Information on Customer.
You have a chance to sell notebooks to a customer and want to use the sales methodology to create a sales document of the type Opport
Later on, you want to convert this opportunity into a quotation.
Log on to the WebClient User Interface in the role of a Sales Professional and create various sales transactions.
1-1-1 Use the sales methodology (transaction type an opportunity.
Enter the following data:
Prospect: ##Turner Description: ##OpportuniSales stage: Identify opportunity E 20,000 USD Closing Date: <End of year> (for ex Enter the product HT-1010 and the quantity 10. Press ENTER, save the opportunity, and note the transaction number.
1 Create a follow-up activity using the Sales Assistant.
Open the opportunity that you just created and choose the Sales Assistant (via More in the header area of the screen).
Mark and activate the a
Save the opportunity.
Go to the Planned Activities assignment block.
Check that there is a task as a follow-up document.
© SAP AG TCRM10 8-20
1-2
1-2-1 in the header area of the opportunity.
on type Quotation ( -
Save the quotation and note the transaction number.
o to the Transaction History assignment block and check the information
________
1-3 Now cr
1-3-1 low-Up in the header area of the quotation.
action type Telesales.
On the Select Items – Web Page Dialog screen select the item and transfer it to the sales order.
____________________________________________________________
1-3-2 atus overview to check that the order has
___________________________________________________________
1-3-3 Log off in the role of a sales professional.
Create a quotation as a follow-up transaction for the opportunity.
Choose Create Follow-Up
Within the Web Page Dialog screen, choose transactiOrder).
On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation.
____________________________________________________________
Gconcerning the preceding documents.
1-2-2 Check if the quotation has been transferred to the ERP system. ___________________________________________________
eate an order as a follow-up transaction for the quotation.
Choose Create Fol
Within the Web Page Dialog screen, choose trans
Save the order and note the transaction number.
Use the transaction history or the stbeen transferred to the ERP system.
© SAP AG TCRM10 8-21
SalesSolutions
Topic: Creating Sales Transactions
1-1 Log on to the WebClient User Interface in the role of a Sales Professional and
.
1-1-1 eate
g an opportunity. In the Select Transaction Type –Web Page Dialog and enter the following
ty
xp. Sales Vol:
nter the product HT-1010 and the quantity 10 in the Items assignment
a partner selection screen comes up select the first partner out of this list
Press ENTER, save the opportunity, and note the transaction number.
-1-2
pen the opportunity that you just created and choose the Sales Assistant
ity.
er Information on Customer and choose Activiate in Back to branch to the opportunity
Unit: SAP CRM Sales
create various sales transactions.
Log on to the WebClient User Interface and select the Business Role SALESPRO
Use the sales methodology (transaction type Sales methodology) to cran opportunity. Within the navigation bar select Sales Cycle. Go to the hyperlink for creatinscreen select transaction type Sales Methodologydata:
Prospect: ##Turner Description: ##OpportuniSales Stage: Identify opportunity E 20,000 USD Closing Date: <End of year> (for example, 12/31/2008) Eblock. If(mark the relevant partner and select Choose).
1 Create a follow-up activity using the Sales Assistant.
O(via More in the header area of the screen). Select More → Sales Assistant in the header area of the opportun
Mark and activate the action Gather Information on Customer. Mark the entry for Gaththe header area of this block. Select overview screen again.
Save the opportunity.
© SAP AG TCRM10 8-22
Go to the Planned Activities assignment block. Branch to the Planned Activites assignment block and open this block by clicking on the text.
Check that there is a task as a follow-up document.
pear.
1-2 Create a quotation as a follow-up transaction for the opportunity.
age Dialog screen, choose transaction type Quotation ( -
t Choose.
ent block and check the information
interaction istory by clicking on the text.
1-2-2 heck if the quotation has been transferred to the ERP system
not transferred
1-3 Now create an order as a follow-up transaction for the quotation.
1-3-1 Telesales.
lect the item and transfer it
ct Choose.
1-3-2 has
M is transferred as a replicated document to the ERP system and is available there for further logistical processing (such as delivery, picking, or goods issue).
1-3-3 Log off in the role of a sales professional.
Your just created task (out of the sales assistant) should ap
1-2-1 Choose Create Follow-Up in the header area of the opportunity.
Within the Web POrder).
On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation. Mark the entry out of the list and selec
Save the quotation and note the transaction number.
Go to the Transaction History assignmconcerning the preceding documents. Branch to the Interactin History assignment block and show theh
The opportunity appears as a preceding document in the history.
C
Answer: No, quotations that were created in SAP CRM areto the ERP system by default.
Choose Create Follow-Up in the header area of the quotation.
Within the Web Page Dialog screen, choose transaction type On the Select Items – Web Page Dialog screen seto the sales order.
Mark the entry out of the list and sele
Save the order and note the transaction number.
Use the transaction history or the status overview to check that the order been transferred to the ERP system. Answer: Yes, the order created in SAP CR
© SAP AG TCRM10 9-1
© SAP AG 2008
Course Topics – SAP CRM Interaction Center
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
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© SAP AG 2008
SAP CRM Interaction Center
Interaction Center Agent Functionalities
Interaction Center Management
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© SAP AG 2008
SAP CRM Interaction Center: Objectives
At the end of this unit, you will be able to:Explain the Interaction Center framework and componentsProcess incoming calls using the knowledge search in the Interaction CenterDescribe the functions of Interaction Center Management
© SAP AG TCRM10 9-4
© SAP AG 2008
Case Study: SAP CRM Interaction Center
55SAP CRMPartner ChannelMgmt
Channel manager creates lead; partner
creates order
33 Marketing manager creates target group and
marketing campaign
Customer callsInteraction Center
77
SAP CRMInteraction
Center
SAP CRMSolution
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
Sales order is replicated in SAP Enterpriseand delivery takes place
66SAP CRMSales
Technical customer-service representative creates the
service order and assigns a service employee
88 SAP CRMService
SAP CRMMarketing
Note: The numbers here refer to chapters
p customer who
or the customer with one of our
In addition, you work on a call list as part of a marketing campaign.
As an Interaction Center Agent, you receive an incoming phone call from a Web shois having problems with his notebook that was delivered.
In a first step you use the knowledge search to propose a solution for the customer.
If necessary, you create a service ticket and arrange an appointment fservice representatives.
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© SAP AG 2008
Interaction Center: Layout and Components
Scratch pad
Account info Alerts Communication
information
System messages
Navigation bar
Tool bar
Work area
Broadcast messages
the
unication Management Software, , and queue status.
ions (such as sales and service orders), start call
The navigation area enables agents to start transactions and navigate between different screens.
The scratch pad allows agents to write down notes that can be added to the business documents at any time.
Account information shows the most relevant information about the current interaction, such ascustomer’s name and company.
The alerts generated by the alert modeler are displayed for the agents (for example, automatic suggestions or reminders).
Communication information shows information from the Commsuch as talk time, automatic number identification, agent status
The tool bar contains pushbuttons for the telephony functions.
In the work area, you can process business transactlists and interactive scripts, or perform a detailed search for business partners, products, and transactions in the customer's interaction history.
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Interaction Center: Configuration
Configuration of work center
IC Work Centers: FunctionsSales, Service, MarketingTelephone IntegrationE-Mail Integration……..
IC Work Center:Individual Configuration for:
The entire call centerGroups of agentsIndividual positions
e, service transactions
nnels:
ng and outgoing calls, routing, call lists, CTI (Computer Telephony tion
You can control which of these functions are used by individual agents, agent groups, or entire call centers by assigning individually configured profiles.
The Interaction Center supports all the CRM strategies, such as:
• Sales: processing of sales transactions, opportunities, product proposals
• Service: E-mail processing and workflow, solution databas
• Marketing: campaigns, call lists, product proposals
The Interaction Center also supports communication over a number of communication cha
• Telephone: incomiIntegration) connec
• E-mail, fax, SMS
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© SAP AG 2008
Telemarketing, Telesales, and Teleservice
Telesales
Teleservice
Telemarketing
Solution Search
?!
ServiceTicket
ServiceTicket
ComplaintsComplaints
Call ListSelect
Surveyx
x
Lead
Qualified!
Script
Product Proposals and Recommendations CRM & ERP Sales Order
ith
t
• include the warranty search. Complaint management allows ies
• and what products and services the customer has, and schedule appointments based on time preferences of the customer, and the qualifications and availability of service representatives.
In telemarketing, marketing campaigns are carried out by coordinating call lists and scripts wagents and outbound dialers.
Scripts and surveys are used to guide agents through interaction with business partners. The qualification of leads is also supported.
Telesales includes processing both incoming and outgoing orders. This is supported by producsuggestions, such as Top-n Products and Cross-Selling.
Customer Service enables help desks to manage cases and complaints for customer service & support situations.
The SAP CRM Interaction Center provides a complete range of service functions for processing customer requests.
• The knowledge search helps agents to find a solution and forward it to customers by phone, E-mail, or chat.
Complaints and service orders alsoyou to trigger follow-up actions like return processing and in-house repair, subsequent deliverfree of charge, and credit memos.
Agents can check entitlements, underst
© SAP AG TCRM10 9-8
© SAP AG 2008
Knowledge Search
Solution Database
?
-
+-
+- --
-
?
To:
Text:
!
From:
To:
Text:
Answer with solution
?
!
Problem description received
Search using text
Extend search usingattributes and categories
Solution
+
ail, n used to search for suitable solutions that can be passed on to the customer.
n
• nt can optimize the search by s saved
• or restrict the range of the text search by assigning the problem to d as
• the problems determined in the database. Consequently, the agent o
ail
• Feedback from the customer and/or agent is used to continually optimize the search for a solution.
The Knowledge Search uses the problem description given by the customer by phone, fax, E-mor chat. This text is theThe knowledge search can also be used by customers and field sales representatives, and as aInternet self-service.
To illustrate the knowledge search, this slide uses a customer inquiry that is e-mailed to the Interaction Center.
The knowledge search uses the entire text of the E-mail. The agereducing the text to the relevant parts. The text is automatically matched with the problemin the database. The text search also contains a phonetic search.
The agent can enhancepredefined categories. An unlimited number of categories and attributes can be freely definea hierarchical system.
Solutions are assigned toreceives a list of search results containing symptoms and solutions ordered by their relevancy tthe texts and attributes.
• The agent selects one or more solution proposals, copies them, and inserts them in the E-mreply to the customer.
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Interaction Center Management: Tasks
Agent Guidance
InteractionCenterManager
ScriptSales transaction
Interaction Center Manager
ERMS
Intent-Driven Interaction (IDI)Call List Management
cripting is a function in the Interaction Center that allows managers to design step-by-stomer
er's response dictates the next step that the script
eb
ng
. t guidance and ensures that customer
interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible IC events.
The main task of the Interaction Center Management is to guide the Interaction Center Agents. This is supported by the following components: Interactive Sstep scripts and allows agents to execute these scripts whenever they need guidance during cuinteractions. Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customdisplays. These steps may include questions with predefined answers, business transactions, Wdocuments, or other activities within the IC.
Interactive scripting makes agents' interactions with customers more consistent, which in turn improves the quality of a company's customer interactions. E-Mail Response Management System (ERMS) is a tool for managing large amounts of incomie-mail. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail. There are several automated activities that reduce the need for manual intervention by interaction center agents, thus substantially increasing efficiency and processing accuracy, by helping agents to process e-mail in less time and allowing them to provide the same quality response regardless of agent skill level. ERMS provides tools for agents to efficiently and consistently respond to messages, and for managers to administer, monitor, and report on the whole e-mail process.
SAP delivers preconfigured ERMS settings and functions that you can extend using custom codingIntent-Driven Interaction (IDI) supports rule-based agen
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© SAP AG 2008
Interactive Scripting
Script
Hello ...
Question: A
Question: B
Answer: yes
Answer: no
Answer: X
Answer: Y
Thank you and good-bye
For example,sales transaction
Call up functions
Call up scriptmanually or automatically
Evaluation
be linked to marketing campaigns so that
cripts
the
n the customer's previous answers during the conversation. The conversations can also be evaluated statically and used by Marketing to distribute the business partners to target groups.
Interactive scripting helps the agents in their communication with business partners. Agents can select and call these scripts manually. Scripts can alsowhen calls are made in connection with a certain campaign, the script opens automatically. Scan also be launched automatically driven by events.
The script provides question and answer alternatives, which the agents can use during their conversations with the customer. The script can call up specific transactions, depending on customer's answer. Thus the script can, for example, branch to the processing of sales orders.
The conversation is saved as a history. This enables the agent to access information o
© SAP AG TCRM10 9-11
© SAP AG 2008
Intent-Driven Interaction (IDI)
Events
Rule Modeler
Actions (condition-based)
Alerts
Script
Automatic Navigation
DI) ensures that customer interactions are handled according to corporate
IC events have to be assigned to a rule
In the Alert Editor new alerts with text variables and navigation options can be designed.
Intent-Driven Interaction (Istandards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible Interaction Center events.
First of all Interaction Center Events have to be defined in Customizing (based on User Interface elements like buttons and Drop Down List boxes).
Within the Rule Modeler in a second step Business Roles and policy.
Business Rules are created by using Conditions and Actions.
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© SAP AG 2008
IC Management: Managing Call Lists
Processcall list
Assigncall list
Monitorcall list
Calling hours
Business partners
Call center
Agent teams
Agent positions Finished
In processing
Open
List
Create call list
Periodic calls
Campaign
Manual list
Scripts, ...
context
groups of :
• rtners, select the appropriate contact persons. When processing the call list, the
e main business partner or one of the contact persons
call lists using different key figures (size of the call list, nd so on).
The call finally needs to be activated.
Before a call list is used in the Interaction Center, it has to be activated and assigned toagents in call list management. Call lists can also be processed in call list management
• Individual calls can be removed from, added to, or moved to other lists manually.
Synchronizing call lists means that the agent can specify the time frame and, in addition to themain business paagent can then choose whether to call th(context menu).
• Scripts can be assigned to the call lists.
• Call lists that have been created separately can be assigned to each other.
The call lists are then assigned to the relevant organizational units, positions, or even individualusers for processing.
You can monitor the processing of the number of open and completed calls, a
© SAP AG TCRM10 9-13
© SAP AG 2008
IC Management: IC Manager Dashboard
Provides the IC Manager with Interaction Center statistics in real time (status of current processes)
Identifies sudden trends or potential emergencies
Displays agent volume and activity statistics
ng:
p iView also displays detailed information for
tive
When you place the mouse pointer on an agent’s name, the three key figures you have defined appear for that agent.
In the Dashboard you can display the followi
• The number of active agents per channel
• Overall status of each of the queues in the Interaction Center
• Three overview key figures of your choice, such as call volume, average handling time and average speed of answer
• Alerts (either as texts or symbols) that inform you if the threshold values you configured have been exceeded or not reached
A art from the information shown in the overview, thisevery single agent in the team. For example:
• The queue in which the agent is currently working
• Status of the respective interaction, such as wrap-up, ready or ac
• The time for which the agent was active in the current channel
• Three agent-level key figures of your choice, such as interactions handled today, average handling time and average speed of answer
© SAP AG TCRM10 9-14
© SAP AG 2008
SAP CRM Interaction Center: Summary
You are now able to:Explain the Interaction Center framework and componentsProcess incoming calls using the knowledge search in the Interaction CenterDescribe the functions of Interaction Center Management
© SAP AG TCRM10 9-15
Exercises
Unit: SAP CRM Interaction Center Topic: IC WebClient - Service
At the conclusion of this exercise, you will be able to:
• Process an incoming telephone call in the Interaction Center Web Client
A business partner calls the Interaction Center because he is havinproblems with a noteb
g ook that he bought a few days before on the
ormation search to find a solution to the ustomer's problem.
1 Incoming call for a service problem in the Interaction Center
Start the Interaction Center. Log on to the WebClient User Interface in the role of an Interaction Center agent.
Internet. You use the infc
1-1
Select the Business Role Z_IDES_AGENT.
1-2
1-2-2 Enter ##Turner in the Account field and press ENTER (or choose Search
1-2-3 siness partner. The interaction history will be displayed automatically.
1-3 a notebook on the Internet a few days ago. ##Turner lls you that the notebook sometimes output the error Error message 190 for no
er's problem.
A call arrives from the business partner ##Turner.
1-2-1 Select Account Identification in the navigation bar.
Account). Optional: You can also search the account by entering the Transaction ID of the sales order created in the Web Channel.
Confirm the identified bu
The business partner orderedtereason and then shut down. Use the knowledge search to find a solution to the custom
© SAP AG TCRM10 9-16
1-3-1
1-3-2
ght side of the screen. The first solution assumes that the battery is empty and suggests connecting the
1-4 ent
1-4-1
1-4-2 r.
the Activity clipboard of the contact data, you can see the business
1-4-3 he following data in the contact data:
ok problem ##Turner
oes not olve the problem.
1-4-4 en).
e
If the customer calls again because of the same problem, every agent can
2-1 on has notprocess
2-1-2 rner in as the Interaction Center agent you create a Service Process.
1 as description for this
2-1-3 ollowing text as Problem
2-1-4 Save the Service Process and note the transaction number. End the call and close your Interaction Center Business role. ____________________________________________________________
Select Knowledge Search in the navigation bar.
Enter Error message 190 in the field for the search terms and choose Search. The search result is displayed on the ri
notebook to the mains supply. ##Turner wants to try this solution and call back if it does not solve the problem.
The phone call with Sandra Turner is now finished, but now you want to documthe incoming call and the suggested solution.
Set the indicator for the solution and choose Add to Cart.
Select Interaction Record in the navigation ba Inpartner and the solution you suggested to her.
Enter t Description: Notebo Notes: Customer will test suggested solution and call back if it ds
Now you can select End (function button at the top of the scre In this way you save the incoming call as an interaction data record and thsuggested solution is stored in the interaction data overview.
find the call and the suggested solution already recorded in the customer’s interaction history.
Your customer calls again in the Interaction Center because the suggested soluti solved the problem. So as an Interaction Center agent you prepare a service for the repair of the notebook.
2-1-1 Another call arrives from your business partner ##Turner. Identify the account again and look at the interaction history to allocate the informationregarding the suggested solution from the call before.
Because the suggested solution has not solved the problem of ##Tuthe next stepTo categorize the problem select Personal Computer in the Category field. Additionally enter Service ##Turner transaction.
In the Notes assignment block maintain the fDescription: Notebook HT-1010.
© SAP AG TCRM10 9-17
Solutions
Unit: SAP CRM Interaction C
enter Topic: IC WebClient - Service
1
-1 Start the Interaction Center. Log on to the WebClient User Interface in the role of an Interaction Center agent.
Incoming call for a service problem in the Interaction Center
1
Select the Business Role Z_IDES_AGENT.
1-2
1-2-2 Enter ##Turner in the Account field and press ENTER (or choose Search
1-2-3 onfirm the identified business partner. The interaction history will be
Select the button Confirm. The last interactions of your business partner
1-3 a notebook on the Internet a few days ago. ##Turner lls you that the notebook sometimes output the error Error message 190 for no
r.
er's problem.
1-3-2 .
pty and suggests connecting the notebook to the mains supply. ##Turner wants to try this solution and call
A call arrives from the business partner ##Turner.
1-2-1 Select Account Identification in the navigation bar.
Account). Optional: You can also search the account by entering the Transaction ID of the sales order created in the Web Channel.
Cdisplayed automatically.
will be displayed.
The business partner orderedtereason and then shut down. First search for the sales document in the contact history of the custome Use the knowledge search to find a solution to the custom
1-3-1 Select Knowledge Search in the navigation bar.
Enter Error message 190 in the field Search Terms and choose SearchThe search result is displayed on the right side of the screen. The first solution assumes that the battery is em
back if it does not solve the problem.
© SAP AG TCRM10 9-18
1-4 ow you want to document the incom
1-4-1 d to Cart.
ar.
ou can see the business artner and the solution you suggested to her.
1-4-3
escription: Notebook problem ##Turner
t
1-4-4 ow you can select End (function button at the top of the screen).
d of the interaction record.
2-1 Your chas not ou prepare a service process for the repair of the notebook.
2-1-1 in and look at the interaction history to allocate the information
gested solution from the call before.
ER (or choose Search
2-1-2 suggested solution has not solved the problem of ##Turner in step as the Interaction Center agent you create a Service Process.
ation bar and choose Service Process as ansaction type. Enter Service ##Turner in the field Description and select
The phone call with Sandra Turner is now finished, but ning call and the suggested solution.
Set the indicator for the solution and choose Ad
1-4-2 Select Interaction Record in the navigation b In the Activity clipboard of the contact data, yp
Enter the following data in the contact data: D Notes: Customer will test suggested solution and call back if it does nosolve the problem.
N This way the incoming phone call is saved and the solution will be stored inthe activity clipboar
If the customer calls again because of the same problem, every agent can find the call and the suggested solution already recorded in the customer’s interaction history.
ustomer calls again in the Interaction Center because the suggested solution solved the problem. So as an Interaction Center agent y
Another call arrives from your business partner ##Turner. Identify the account agaregarding the sug Enter ##Turner in the Account field and press ENTAccount). Select Confirm.
Check the Last Interactions. Your previously created interaction record (Notebook problem ##Turner) should be displayed.
Because the the nextTo categorize the problem select Personal Computer in the Category 1 field. Additionally enter Service ##Turner as description for this transaction.
Select Service Tickets in the NavigtrPersonal Computer out of the list in the Category 1 field.
2-1-3 In the Notes assignment block maintain the following text as Problem Description: Notebook HT-1010. Branch to the Notes assignment block and maintain the text.
© SAP AG TCRM10 9-19
2-1-4 Save the Service Process and note the transaction number. End the call and close your Interaction Center Business role. Select Save to save your Service Process and choose End in the top of the screen. Close the browser window to end your task as an Interaction Center agent.
© SAP AG TCRM10 9-20
© SAP AG TCRM10 10-1
© SAP AG 2008
Course Topics – SAP CRM Service
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
© SAP AG TCRM10 10-2
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SAP CRM Service
Installed Bases and Objects
Service Contracts and Service Plans
Service Order Management
Complaints, Returns & In-House Repair
© SAP AG TCRM10 10-3
© SAP AG 2008
SAP CRM Service: Objectives
At the end of this unit, you will be able to:Explain the business processes in SAP CRM ServiceDescribe various business objects, elements, and functions in SAP CRM Service
© SAP AG TCRM10 10-4
© SAP AG 2008
Case Study: SAP CRM Service
55SAP CRMPartner ChannelMgmt
Channel manager creates lead; partner
creates order
33 Marketing manager creates target group and
marketing campaign
Customer calls Interaction Center
77
SAP CRMInteraction
Center
SAP CRMSolution
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
Sales order is replicated in SAP Enterprise and goods are delivered
66SAP CRMSales
Service representative creates the service order and assigns service employees
88 SAP CRMService
99Service employeeprovides solution
to customer's problem
SAP CRMMarketing
mySAP CRMField Appl.
Note: The numbers here refer to chapters
the order from the Interaction
After the service employee has carried out the work and confirmed the service order, you, as the billing agent, create a billing document.
As a service representative, you create a service order or receive Center agent.
You then use the resource planner to assign a service employee.
The service order is replicated on the laptop of the assigned service employee.
© SAP AG TCRM10 10-5
© SAP AG 2008
Installation Management
Client Server Installation xyz Sold-to Party: 3271Status: Operating
Contact person: Hans BoschAddress: Industry St. 16, Walldorf
Contact person: Paul WinterAddress: Rhein St. 132, Mannheim Application server 02
Hard disk 50GBRAM
Motherboard
Windows NT
Application server 01
Hard disk 40GBRAM
Motherboard
Unix
Identification: HD-98765
Identification: HD-43210
Individual object ...Installation ...Text item ...
Product ...
InstallationProduct components
Text componentsIndividual object
objects installed for your customers (for example,
u can refer to individual
e:
mation about which object is affected and the parts that it
rocesses with the customer, but it also
ipment from SAP ERP f
The upload function ensures that regardless of the system in which a change was made, the data remains consistent in both systems automatically.
Installation Management is used to modeldevices, machines, or software) so that you can offer services for them. It can also be used to manage objects that are used internally.
In business processes, an installation can be addressed as a whole unit or yocomponents (installed base components).
The set of installed objects at the customer’s site can be used, for exampl
• To determine the exact object for which a problem has been reported
• To provide the representative with inforcomprises
• To document changes made to objects
Installation data is not only used for individual service prepresents the basis for additional evaluations such as:
• Activities covered by service contracts or Statistics
Use the download function of the bidirectional replication to transfer equCustomer Service (CS) into SAP Customer Relationship Management (SAP CRM). The pieces oequipment are represented in SAP CRM as objects of an installed base.
© SAP AG TCRM10 10-6
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Objects
A unique instance of a product that exists only once
Relationships with:AccountReference ProductStructure of an ObjectCounterWarranties
his means that although there may be similar objects, at least one attribute
jects a company sells or provides services for. A
u
rmation required for specific business processes (such as customer ibes
It is possible to transfer serial numbers from SAP ERP Customer Service to SAP CRM. Data transfer is triggered in SAP CRM and performed by CRM Middleware.
An object is a globally unique tangible or intangible object that a company sells or provides servicesfor. It is often a specific single unit derived from a product. Unlike a product, however, an object canbe uniquely identified. Tdescribing the object is different. This is generally its identification. A car, for example, has its own specific number plate.
Objects constitute unique entities and serve as a central reference for business transactions between a company and another party. They can be obsupplier of electricity, for example, can describe the location to which electricity is delivered usingobjects such as “building” and “apartment”.
Objects are integrated in the product master and provide you with the tools to create the data yorequire on the objects used in your business processes and track their use within these processes. The product master provides a central source from which object-specific data can be retrieved.
Object data includes the infoinquiries, sales orders, service processes, contracts), and other basic data that essentially descrand categorizes the object.
© SAP AG TCRM10 10-7
© SAP AG 2008
Service Contracts and Warranty Entitlements
Service Level Agreements
Service profile: 7 x 24Response profile: within 4 hrs
Billing Plan – CRM BillingEUR 100 each month
Price Agreements100% discount on spare parts
CancellationRule-based follow-up
action
DeadlinesValidity start date
Validity end date
Object ListInstallationComponent
Product
CO and BW integration
Service Contract
Product ListServices
Spare Parts
ified time period. The guaranteed services are represented as service products (such as
cts,
tract. A billing request is generated from contract items
fillment deadlines defined in the SLAs
lity analysis in
A service contract quotation can be a preceding document to a service contract.
Service contracts are long-term agreements between companies and customers. A service contract guarantees customer specific services within specific tolerance limits of given parameters, such as within a specmaintenance, hotline), which are defined in the individual contract items. They can be of type Value or Quantity.
Processing service orders relating to the service contract at item level is controlled by Service Level Agreements (SLAs). SLAs are monitored by actions.
Objects that have a service entitlement are contained in the object list. The list can contain produindividual objects, installed bases, or installed base components.
Valid service contracts are checked automatically when service and repair orders are processed.
CRM Billing is used to bill a service conaccording to a billing plan.
Analysis of the adherence to the SLA:
• Determining the level of adherence to the ful
• Overview of delayed and punctual services
• Monitoring the adherence to deadlines for services and data provision for quaservice organizations
© SAP AG TCRM10 10-8
© SAP AG 2008
Service Plan
When? What? Where?Service Plan Quotation
OrderActivity
Inspection Inspection
Cyclical PlanningUnique Planning
SmallInspection
LargeInspection
SmallInspection
LargeInspection
Time orCounter
Time orCounter
Service Order Templates
Service Interval Installed Base Object
• e contract. In the service plan, services and follow-up anned
n in the service contract, create a service plan item at item level.
• you to save costs incurred by unforeseen losses, improve your service planning and the transparency of these services, and plan resources such as personnel or material more efficiently.
Definition of a Service Plan:
Functional enhancement to the servictransactions that are to be carried out regularly are entered, and service intervals and pldates are calculated and monitored.
• Using scheduling based on time intervals or counter readings, the service plan creates maintenance call objects such as a service order or a quotation.
• To model a service pla
Usage of a Service Plan:
• You can use a service plan to plan and organize periodic services that should be provided regularly at certain intervals (for example, regular maintenance or providing quotations).
Service plans help
© SAP AG TCRM10 10-9
© SAP AG 2008
Service Order Processing
Create a request
77
22 33
55
11
88
66
Convert the quotation into a
service order
Accept quotation
Create and submit a quotation
Perform assignment,
enter confirmation
Schedule and optimize
assignmentsApprove
confirmation,calculate costs
Create billing document customer &
perform analyses44
cts and
uotation for the products and services requested and phone or E-mail.
l
be
The service manager triggers billing for the customer and analyzes the complete service-order processing cycle.
The customer reacts to a marketing campaign and requests a quotation for a range of produservices.
The service representative creates a qcommunicates this to the customer by
The customer accepts the quotation.
The service representative converts the quotation into a service order and releases it.
The resource planner assigns field service tasks to one or more of the field service representatives.
The field service representative carries out the work for the customer and confirms the time, materiaconsumption, and so on.
The service manager checks and approves the confirmation data and decides which costs shouldbilled to the customer.
© SAP AG TCRM10 10-10
© SAP AG 2008
Service Order Processing
Service
Service Part
Sales
AccountReference Object
Service Order
Expense
Tool
Service
Service Part
TechnicianReference Object
ServiceConfirmation
Expense
Tool
Service
Service Part
Account/Payer
BillingDocument
Expense
ToolResource Planning
e orders to record the details of a one-off service agreed upon by a service provider xecute, and bill
ce part item,
e, service parts, expenses,
s:
• ations, Complaints (creation of credit/debit g to
CRM Billing can transfer data to Accounts receivable, Contract accounting, Overhead cost controlling, Profitability analysis and Profit center analysis.
You use servicand a service recipient. Service orders contain all the information needed to plan, efor a service.
SAP CRM service orders are not replicated to SAP EPR Customer Service (CS).
If needed, service orders can contain several different types of items (service item; servisales item, expense item and tool item).
Service order items can provide demands for the resource planning application (RPA).
You can use the service confirmation transaction to report working timand tools used while performing a service. A service confirmation can be created as a follow-up transaction with reference to a service order or without any reference.
You can use the billing functions in SAP CRM to perform billing for several business transaction
Service orders, Service contracts, Service confirmmemos), Entitlements, Warranty claims, Billing requests, Sales orders, Deliveries relatinsales orders and Sales contract release orders.
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Resource Planning Application
Service employees and
their availabilities(Resources)
Service Order Items
(Demands)
Assignments
New sceenshot
anning to execute service order-based scheduling or project-based f resources.
• ble, by entering service
ice
ined SLA dates, respond to critical prove resource utilization. Once you assign the required resource to a job, you can
rce using the following channels:
pware.
bile Service is only available for
Service resource planning requires the WFD Server 2.0 add-on.
You use service resource plscheduling with a number o
You can do the following:
Make employees (internal) and service providers (external) availaarrangements as resources for service resource planning. In service arrangements, you define availability, skills, job functions, and service areas, for example.
• Determine and schedule resources: You determine the resources that are most suitable for servorder demands or project role demands, and create corresponding assignments.
You can use service resource planning to comply with determsituations, and imnotify the resou
• Groupware
• Only internal employees can use notification via Grou
• Channels such as telephone, text message, or e-mail
• SAP CRM Mobile Service: Notification using SAP CRM Moservice order-based resource planning.
© SAP AG TCRM10 10-12
© SAP AG 2008
SAP CRM Service – Integration into ERP
Service Item
Service Part Item
AccountReference Object
Service OrderPlaned CostsPlanned Revenue CO-Object
Reservation o.Purchase RequisitionPurchase Order
Service ItemService Part Item
Technician/Employee
Service Confirmation
Goods Issue- Plant/storage location - Customer consignment- Technician consignment
Time Sheet(CATS)
Actual Costs
Billing Document
Actual
Reven
ue
Service ItemService Part Item
AccountingDocuments
ntegration
• Optional: Billing integration: SAP CRM service transactions like service orders, service confirmations and service contracts can trigger debit memo requests automatically in SAP ERP.
SAP CRM service orders and follow-up documents are highly integrated with SAP ERP. Icovers:
• Logistics integration: SAP CRM service transaction can trigger material reservations, procurement documents as well as the posting of goods issues in SAP ERP.
• Controlling integration: SAP CRM service transactions can trigger the posting of costs and revenues in SAP ERP.
• Time sheet (CATS) integration: SAP CRM service confirmations can trigger the transfer ofworking hours to Payroll.
• Accounting integration: SCRM Billing documents for example can generate open items inaccounts receivable accounting.
© SAP AG TCRM10 10-13
© SAP AG 2008
Service contract item
Service operation item
Confirmation item
Contract-based?
Operation-based?
Flat ratein line with the
price agreementsin the contract
What is being billed? How is it being billed? When is it being billed?
Flat ratein line with service
and priceagreementsin operation
Resource-based in line withservices provided
and priceagreements
in the confirmation
After the sold-to-partyhas placed the order(operation entered)
After the operation hasbeen completed and released
for billing
After the confirmation hasbeen released for
for billing
Release forBilling
SAP CRM Billing for Service
Periodically, in linewith contract requirements
t items
e sales order. It is also possible to create billing documents with reference to in
c
• ocument for transfer to SAP ERP Financials. The data can also be transferred automatically by the system to SAP ERP Financials. The system posts the accounting document in SAP ERP.
Standard CRM Service processes are integrated with CRM Billing functions.
Customer invoices are created in the billing section of SAP CRM. One or more billing due lisare transferred to a billing document. You can also create the billing document with reference to the delivery or to thcontracts. You enter the relevant settings in Customizing. The delivery-related billing is describedthe following.
• You create a billing document in SAP CRM: The item type in SAP CRM has an indicator for billing in SAP CRM.
• You send the invoice to the customer. You can send the invoice to the customer in electroniform or as a printout.
You release the billing d
© SAP AG TCRM10 10-14
© SAP AG 2008
Complaint and Return Processing
Complaintitem
Customer-spec.actions
Subitems
SAP ERP
CRM Billing
Task
Returnsitem
Credit/Debit memo requisit.
Spare partdelivery
Customer-spec.actions
Task
Subitems
COMPLAINTS:With or without reference to a product sold or a service providedStandard actions provided: credit memo, debit memo, replacement delivery, returns request
RETURNS:With reference to a product soldReturn item automatically triggers the creationof a returns request in SAP ERP SD
SAP ERP
CRM Billing
Returnsrequisition
Credit/Debit memo requisit.
Spare partdelivery
n turns document. You can provide additional information
u
cts. e relationship between a product and an installation enables you, for example,
m automatically if there is a warranty. The
for
check is supported by a warranty check and the reference to an existing CRM sales order. The unique CRM complaint/returns number, which also exists in SAP ERP, supports the RMA number.
Reference document: You can create a complaint/return with or without reference to a CRM document, for example, a sales order, service order, or billing document. You can create a reference to any document that exists in an integrated system - for example, to billing or delivery documents in SAP ERP. The items selected are transferred from the reference document on the basis of certaicopying rules defined in the complaint/refor an existing complaint document by creating a reference to one or more other documents. Yocan also create a reference at item level.
Reference object: In complaints and returns, you can provide additional information about the product or service that is the object of the complaint by referring to objects at header or item level. You can enter a reference to products, installed bases and their components, or individual objeInformation about thto analyze complaints and therefore identify problems relating to the installation in which the product is installed.
Warranty check: An automatic check determines whether there is a warranty for customer-specific objects. The warranty information helps you decide what follow-up measures should be taken. For example, you may want the system to create a returns itewarranty check is based either on specified warranty conditions for the individual object/installationcomponents, or on the delivery date entered manually.
Return Material Authorization (RMA): Every returns operation requires an authorization checkthe return of a product sold, and a unique RMA number for the return delivery. The authorization
© SAP AG TCRM10 10-15
© SAP AG 2008
In-House Repair
Sales Order
Repair StepsRepair Steps
Spare PartsSpare Parts
ReturnRequest
Scrapping
Return repairedproduct request
Loan device request
Sub-Items
Repair Steps
SAP ECC
Loan device request
Goods issue
Return item (Inbound)
Return repairedproduct item (Outbound)
Loan device item(Inbound)
Loan device Item (Outbound)
Spare Parts
Resource Planning
Reservation
Repair RequestItem
In-House RepairOrder
Main-Items
ction or a service
You can enter serial numbers for products within the context of complaints, returns, and in-house repair orders. The serial numbers that are entered can be validated.
You create an in-house repair order within complaints processing if a customer wants to send in orbring in a defective product for repair.
You can create in-house repair orders with or without reference to a sales transaprocess. If you want to create a transaction with reference to a preceding transaction, call this transaction up and use the Follow-Up button to create an in-house repair order.
© SAP AG TCRM10 10-16
© SAP AG 2008
SAP CRM Service: Summary
You are now able to:Explain the business processes in SAP CRM ServiceDescribe various business objects, elements, and functions in SAP CRM Service
© SAP AG TCRM10 10-17
Exercises
Unit: SAP CRM Service Topic: Service Process (from Service Process to Billing)
rcise, you will be able to:
t
Bill the Confirmation in SAP CRM
At the conclusion of this exe
• Change a Service Ticke
• Create a Confirmation
•
A customer has technical problems with his notebooks. Neither a search in the solution database nor the Interact
In the role of a Service Professional open th
ion Center Agent was of any help to the customer. Therefore, a technical service representative must visit the customer to inspect the notebooks.
1-1 e Service Process which the Interaction
al
1-1-3 -1010 as the Reference Object for this Service Process.
-1-4 Set the status of the Service Process to Released. Save your changes.
1-2 m
1-2-1 irmation as follow-up . Therefore
1-2-2 sponsible
1-2-3
________________________________________________________
Center agent has created before. Beside of the required repair work itself enter a spare part that has to be used additionally.
1-1-1 Log on to the WebClient User Interface in the role of a Service Profession(SERVICEPRO).
1-1-2 Search for the Service Process that has been created in the Interaction Center.
Enter product HTBranch to the items and enhance the Service Process by the spare parts product R-1120.
1
Confir the services rendered to the customer.
Call the Service Process and create a Service Conftransaction to confirm the delivered services and spare parts useduse transaction type Confirmation out of the list. Transfer all items of the Service Process into the Confirmation.
Check if Lou Windham (business partner ID 400440) is the reExecuting Service Employee for this process. If not change this and maintain Lou Windham as the Executing Service Employee.
Set the status of the Service Confirmation to Completed. Save the Confirmation and note the transaction number.
© SAP AG TCRM10 10-18
1-3
1-3-1 ect the
____________________________________________________________
1-3-3 Monitor some detail information (like Referenced Transactions, Transfer to Accounting Status) within the billing document.
Finally bill the Service Confirmation.
As the Service Professional finally bill the Service Confirmation. Selbilling due list for your business partner ##Turner.
1-3-2 Mark your previously created Service Confirmation and choose Individual Billing. Save the billing document and note the transaction number.
© SAP AG TCRM10 10-19
olutions
opic: Service Process (from Service Process to Billing)
1-1 e service process which the Interaction
1-1-1 in the role of a Service Professional
1-1-2 earch for the Service Process that has been created in the Interaction
screen enter your Service Process number or
1-1-3 as the for this Service Process. ranch to the items and enhance the Service Process by the spare parts
1-1-4
Within the Processing Data area in the Service Order Details assignment block change the status to Released. Save the changes.
1-2 1-2-1 irmation as follow-up
. Therefore
Unit: SAP CRM Service
T
In the role of a Service Professional open thCenter agent has created before. Beside of the required repair work itself enter a spare part that has to be used additionally.
Log on to the WebClient User Interface (SERVICEPRO). Select the Business Role SERVICEPRO out of the list to access the WebClient User Interface in the role of a Service Professional.
SCenter. Select Service Orders in the Navigation bar. Search for Service Orders.
In the Search: Service Ordersalternatively search for Service Orders by using the Business Partner ID of ##Turner.
Select the button Search. Your previously created Service Process should be displayed.
Enter product HT-1010 Reference ObjectBproduct R-1120. Choose the hyperlink in the column Service Order ID within the result list to branch to the details of this transaction.
Select Edit in the Service Order Details assignment block and maintain Product ID HT-1010 within the Reference Objects block.
Branch to the Items assignment block and choose Edit List to enter the additional spare parts product R-1120 (Quantity 1) beside of the repair work (SRV1_4) that is automatically defaulted by the Service Process.
Set the status of the Service Process to Released. Save your changes.
Confirm the services rendered to the customer.
Call the Service Process and create a Service Conftransaction to confirm the delivered services and spare parts used
© SAP AG TCRM10 10-20
use transaction type Confirmation out of the list.
s and select to transfer the items into the Confirmation.
1-2-2
etails ined automatically as the
xecuting Service Employee, go to the input help and search for Windham
1-2-3 Confirmation and note the transaction number.
a in the Service Confirmation Details
1-3 Finally
1-3-1 ervice Professional finally bill the Service Confirmation. Select the
g Due List
Payer ID and choose Search.
1-3-2 r previously created Service Confirmation and choose Individual
se Individual
ave.
1-3-3 r to e billing document.
hoose in the field Payer ID the business partner ID of
##Turner as search criteria. Choose the previously created billing document and analyze the above mentioned data.
Transfer all items of the Service Process into the Confirmation.
Select Create Follow-Up in the header area of the screen and choose transaction type Confirmation.
In the Select Items – Web Page Dialog screen mark both itemChoose
Check if Lou Windham (business partner ID 400440) is the responsible Executing Service Employee for this process. If not change this and maintain Lou Windham as the Executing Service Employee. Branch to the General Data area within the Service Confirmation Dassignment block. If Lou Windham is not determEin the field Last name or enter business partner ID 400440 directly.
Set the status of the Service Confirmation to Completed. Save the
Within the Processing Data areassignment block change the status to Completed. Save the changes.
bill the Service Confirmation.
As the Sbilling due list for your business partner ##Turner. In the Navigation bar select Service Operations. Search for BillinItems.
In the Search: Billing Due List screen search by entering the businesspartner ID of ##Turner in the field In the result list your Service Confirmation should be displayed.
Mark youBilling. Save the billing document and note the transaction number.
Mark the entry with the Service Confirmation and chooBilling.
In the Billing Due List: Individual Billing screen just select Continue.
In the Individual Billing Results screen choose S
Note the Bill.Doc.ID number that has been created.
Monitor some detail information (like Referenced Transactions, TransfeAccounting Status) within th Select Service Operations within the Navigation bar. Search for BillingDocuments and c
© SAP AG TCRM10 11-1
© SAP AG 2008
Course Topics – SAP CRM Field Applications
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
© SAP AG TCRM10 11-2
© SAP AG 2008
SAP CRM Field Applications
Mobile Sales
Mobile Service
Mobile Sales for Handhelds
© SAP AG TCRM10 11-3
© SAP AG 2008
SAP CRM Field Applications: Objectives
At the end of this unit, you will be able to:
Describe the functions of the various field applications of SAP CRM:
Mobile Sales
Mobile Service
Mobile Sales for Handhelds
Process a service order using SAP CRM Mobile Service
© SAP AG TCRM10 11-4
© SAP AG 2008
55SAP CRMPartner ChannelMgmt
Channel manager creates lead; partner
creates order
Analyst monitorsvarious key factors
1010
33 Marketing manager creates target group and
marketing campaign
Case Study: SAP CRM Field Applications
Customer calls Interaction Center
77
SAP CRMInteraction
Center
SAPCRM
Solution
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
Sales order is replicated in SAP Enterpriseand delivery takes place
66SAPCRMSales
Service representative creates the service order
and assigns a service employee
88 SAP CRMService
99Service employeeprovides solution
to customer's problem
SAP CRMMarketing
SAP CRMField Appl.
mySAP CRMAnalytics
Note: The numbers here refer to chapters
The service employee then completes the repair, and confirms time and material used. Appointments can also be entered to inform the resource planner about the service employee's availability.
The service employee checks the calendar on the laptop and revises customer data and the service order.
© SAP AG TCRM10 11-5
© SAP AG 2008
Mobile Clients for Mobile Sales and Mobile Service
Sales and service field personnel:Are professional usersRequire several, highly-developed functionsWork with large volumes of dataRequire easy text input
Wrap up:Up-to-date, but not real-time
Offline option:Network connection not always availableIntegration with back office required
Disconnected foperiodsUser-managed, intelligent
r long
synchronization when necessary
SAP CRM Mobile SalesSAP CRM Mobile Service
sales representatives and service technicians who work in the field to use
ld
by employees in the field must be made available to other employees who interact with the customer. Field applications provide a range of functions and integration capabilities to meet these needs.
Field applications enablemarketing, sales, and service functions of SAP Customer Relationship Management (SAP CRM) in an offline environment.
To manage customer relationships successfully, companies that have employees working in the fiemust make sure that their employees have up-to-date and complete information about the customers they visit. In turn, new information gathered
© SAP AG TCRM10 11-6
© SAP AG 2008
Mobile Client User Interface
Mobile Client applications from SAP CRM provide:
Quick identification of most important informationOverview and easy access to detailsBackward and Forward pushbuttons for navigating quicklyHyperlinks to related information
© SAP AG TCRM10 11-7
© SAP AG 2008
Mobile Sales with SAP CRM: Overview
Activitiesand
Calendars
Contact Person
Campaigns
Products
Reporting, Charts, & Analysis
Sales Transactions Opportunities
Agreements (Partner Product Ranges /
Contracts / Conditions)
Business Partner
TerritoryCommissions
Mgmt.
Time & Travel Management
Account Planning
heir customers and interested parties. It helps to
e Sales: Activity Management allows sales representatives and heir
sing functions that companies can use to configure products, determine
ent gives sales employees a of an
nels. These channels include n also monitor company-
ory Management with Mobile Sales: Territory Management helps companies to maintain task-related, functional organizational structure as a current organizational plan.
Account and Contact Management with Mobile Sales: Account and Contact Management provides companies with a complete overview of tobtain, monitor, and reproduce all critical information such as detailed profiles, full interaction history, and an overview of critical relationships.
Activity Management with Mobilmanagers to allocate resources for daily tasks effectively so that sales professionals can close tsales deals as quickly as possible.
Order and Quotation Management with Mobile Sales: Quotation and Order Management provides sales order procespricing, create proposals, check product availability, acquire and enter orders, manage contracts, andtrack and manage orders.
Opportunity Management with Mobile Sales: Opportunity Managemcomplete view of a sales opportunity by providing complete information about the historyopportunity, milestones, progress, and key decision makers.
Campaign Management with Mobile Sales: Campaign Management allows marketing professionals to design, execute, coordinate, and monitor all marketing initiatives. Organizations can create targeted, personalized campaigns using all communication chandirect sales, call centers, mail, e-mail, Internet, and mobile devices. They cawide profitability at program, product, customer, and partner levels.
Territ
© SAP AG TCRM10 11-8
© SAP AG 2008
Mobile Service with SAP CRM: Overview
Activitiesand
Calendars
Contact Person
Service Assignments
Products
Service Documents
Absences and
Attendances
Connection to Resource Planning
IBase Management and Individual Objects
Business Partner
Confirmation of Time, Materials, and Technical Confirmation
Progress Snapshot
Service Contracts Pricing
•
l representation e in service processing. The progress snapshot in
prehensive view of the project status as a whole.
rview of objects and products that are handled under ed SLA information.
• Two-way data exchange (assignments, absences, attendances, tasks) between Resource Planning Tool in CRM Enterprise and Mobile Service provides easy planning capabilities.
Service Order Management with Mobile Service:
Service Order Management allows you to fully process transactions in a closed loop, from entering a service request or identifying requirements for a service, through planning employee resources and materials, to final billing and payment or allocating costs of a warranty or service contract in the back-end system. Service Order Management with Mobile Service also includes service confirmation functions and complete Installed Base Handling. The service confirmation enables users to report time spent and materials used during the service execution process and to enter technical confirmation data. Installed Base management provides a graphicaof products and installations to use as a referencMobile Service provides a com
Service Contract Management:
• The service contract provides an ovecontract. The contract includes defin
Resource Planning & Optimization:
© SAP AG TCRM10 11-9
© SAP AG 2008
CRM Server
Administration Console: Site for Mobile Client
Site
Mobile Client
Employee(s)
Subscription
Organization
Site ID
Outbound Queue
Inbound Queue
Subscription
Subscription
Optional
Depending on Project
and Processes
One Site perMobile Client
Monitoringwith SMQ1
Monitoringwith SMQ2
Automatically filleddepending on subscriptions
generated
ers as well as for
lient.
When saving your site definition, a Site ID, an inbound and an outbound queue is created automatically.
You use the Administration Console for the administration of sites and mobile usthe administration and customizing of data distribution.
Within the administration console you have to create one site per mobile c
Depending on the business processes you assign subscriptions to the site.
You can assign employees and organizations to simplify the maintenance.
© SAP AG TCRM10 11-10
© SAP AG 2008
Visual DevelopmentEnvironment
Visual modeling reduces manual coding to a minimumChange management and software logisticsModification supportMultilingual and translationcapabilityEffortless generation of Mobile Client ApplicationIntegration with Microsoft Visual Studio .Net
SAP Mobile Application Studio
SAP Mobile Application Studio
Mobile ApplicationRepository
Mobile ClientApplication
D sesign Tool
Generator
f SAP mobile client applications. It allows you to customize mobile client
ur
AR) handles multi-user development cts.
Software logistics, based on the standard R/3 transport system in conjunction with the CRM Middleware, exist for application meta-data as well as for generated runtime files ( upgrades).
The Mobile Application Studio (MAS) is an object-oriented, visual development tool that is tailoredto the architecture oapplications, delivered by SAP, according to your specific business requirements, or develop yoown applications.
Mobile Application Studio (MAS) must be installed on all Mobile Development Workstations (MDWs) where application developers customize, test and generate mobile client applications.
MAS is integrated with Microsoft Visual Studio .NET and provides a set of visual modelling tools to facilitate application development as well as a code generator to generate source code from the application meta-data which is stored in the Mobile Application Repository (MAR).
The MAS together with the Mobile Application Repository (Mand provides proper change management for development obje
Multilanguage translations for labels and captions are handled
© SAP AG TCRM10 11-11
© SAP AG 2008
Mobile Sales for Handhelds
Sales field personnel:Need easy-to-handle and lightweight mobile devicesNeed only limited functionsNeed easy and quick access to a limited range of customer and product dataNeed a simple tool to enter textWork with small and medium data volumes
Wrap up:Up-to-date, but not real-time
Offline option:Network connection not always availableIntegration with back office required
OfflineUser requestsinformation(pull method)
SAP CRM Mobile Sales for Handheld
© SAP AG TCRM10 11-12
© SAP AG 2008
Mobile Sales for Handhelds – Functional Overview
Mobile Sales for Handheld enables you to carry out your daily work as a sales representative anywhere at any time using a handheld device in the offline mode. It gives you quick access to current sales-related information.
Functionalities include:Account ManagementSales order managementOpportunity and quotation managementActivity and task managementProduct Information Complaint and Service Order Management
rmation that can be any kind of BP-related master and
Management allows viewing/creating Sales Orders. ATP check requires connectivity to otions can be viewed here. Products can be
roduct list on handheld
a product ID
brought to the handheld do not take into account any pricing conditions (BP d used for calculations of
er surveys associated to
Complaint/ Service Order – can only create and upload to CRM.
Account Management allows viewing/updating/creating Business Partners and Contact relationships. Other Account-related functionalities include:
• Account Factsheets – non-updatable infotransactional data. Configured in CRM.
• BP Order History and Activity History
• Marketing Attributes – view and maintain
Sales Ordercheck whether requested quantities are available. Promadded via:
• Browsing – browse the p
• Searching – text search
• Fast Entry – entry vi
• Bar Code scanning
The product pricesspecific, tax, etc...) Only the CRM master data list price is downloaded anSales Order total.
Opportunity Management – view/create/update. No associated products.
Activity Management - viewing/updating/creating. Execute customindividual activities. Calendar and list views.
© SAP AG TCRM10 11-13
© SAP AG 2008
Mobile Sales for Handhelds – Technology
Loca
l web
ser
verBrowser
SAP Mobile Engine
Dat
a co
mpa
rison
JSP(standard
and customdeveloped)
Custom application(Custom add-on)
Custom user
interface
Mobile DeviceMobile Sales for Handhelds
JSP-based mobile-client applications on the handheld for sales representatives Relevant business data replicated on user's handheldTerritory Management
Based on SAP Mobile Engine
Platform pocket PCSynchronization serviceIntroduction using automatic installation process
ales for Handhelds application runs on mobile devices that are supported by the SAP
pending business applications. The SAP Mobile ata on the mobile device is
bile Engine is based on the following open industry standards:
system architecture makes the platform independent of both the mobile devices and the
SAP Mobile Engine can run on both a standard browser and on a user interface that is not based on a browser.
The Mobile SMobile Engine. The SAP Mobile Engine is the central platform for SAP Mobile Business applications.
The SAP Mobile Engine is installed locally on a mobile device. It includes a Web server, a databaselayer, and its own business management logic. Field representatives can work offline and do not have to depend on a network connection to run imEngine offers tools for synchronization and data replication so that the dconsistent with the data in the back-end system.
SAP Mo
• Java
• eXtensible Markup Language (XML)
SAP Mobile Engine is also equipped with a Java virtual machine and offers an open programming model with which mobile applications can be developed.
This opennetwork and supports mobile devices such as Personal Digital Assistants (PDAs), laptops, and Smart Phones.
© SAP AG TCRM10 11-14
© SAP AG 2008
SAP CRM Field Applications: Summary
You are now able to:Describe the functions of the various field applications of SAP CRM:
Mobile SalesMobile ServiceMobile Sales for Handhelds and
Fully process a service order using SAP CRM Mobile Service
© SAP AG TCRM10 12-1
© SAP AG 2008
Course Topics – SAP CRM Analytics
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
© SAP AG TCRM10 12-2
© SAP AG 2008
SAP CRM Analytics
Overview
Analytical Methods
Analysis Scenarios
Interactive Reporting
© SAP AG TCRM10 12-3
© SAP AG 2008
SAP CRM Analytics: Objectives
At the end of this unit, you will be able to:Explain the importance of SAP CRM Analytics in a complete CRM solutionDescribe the available analytical methodsUse various analysis scenariosExplain the functionality of Interactive Reports
© SAP AG TCRM10 12-4
© SAP AG 2008
Case Study: SAP CRM Analytics
55SAP CRMPartner Channel Mgmt
Channel manager creates lead; partner
creates order
Analyst monitors various key factors
1010
33 Marketing manager creates target group and
marketing campaign
Customer callsInteraction Center
77
SAP CRMInteraction
Center
SAPCRM
Solution
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
Sales order is replicated in SAP Enterprise,
6
and delivery takes place
6SAP CRMSales
Technical service representative creates service
order and assignsit to service employee
88 SAP CRMService
99Service employeeprovides solution
to customer
Note: The numbers here refer to chapters
SAP CRMMarketing
SAP CRMField Application
SAP CRMAnalytics
Based on the various Marketing, Sales and Service processes the analyst of your company monitors various key factors by using different analysis scenarios.
© SAP AG TCRM10 12-5
© SAP AG 2008
Reporting in SAP CRM
BI Analytics
Interactive Reporting
rs (for campaigns) and analyze this knowledge base to ur operational and strategic decision-making.
ost
• ng initiatives to
ing
rivers behind
this case no separate SAP BI system is required for
reporting. Instead the SAP NetWeaver Stack that comes with SAP CRM itself can be used in order to run CRM reports on the same machine.
The area of CRM Analytics enables you to gather all the relevant data about various key factoexample, customers, sales, services, marketingdeploy important insights derived from it in yo
The CRM Analytics offerings enable you to:
• Monitor, understand, and influence customer behavior and focus limited resources on your mvaluable customers
Analyze information concerning markets, competition and past marketiunderstand how well the marketing campaigns and programs are performing and to influence the success of future marketing initiatives and campaigns during planning
• Understand sales results and plan future sales by comparing plans with actual sales and analyzthe performance
• Gain insights to all important perspectives of service activities performed, the dthem and the financial performance of the service organization
• Understand the performance of each interaction channel to optimize resources
Beside the comprehensive BI Reporting additionally with SAP CRM 2007 the possibility of using Interactive Reports has been introduced. In
© SAP AG TCRM10 12-6
© SAP AG 2008
Analysis Scenarios
Analysis scenarios provide predefinedpackages and content containing the necessary
informationfor controlling customer-focused processes.
g and measuring the
t
pect is, however, that CRM Analytics gives your employees the information they need to make the right decisions and provides a consistent and personalized service for your most valued customers.
SAP CRM makes it easy for you to compile and synchronize all relevant data in your customer knowledge base, and provides you with up-to-date reporting tools for monitorinsuccess of your enterprise. The forecasting functions help you discover hidden patterns and use this information to predict risks and opportunities in marketing, sales, and service.
In addition, SAP CRM contains an integrated and flexible planning platform, with which you can seclearly defined goals and coordinate resources to achieve your business objectives. The most important as
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© SAP AG 2008
SAP CRM Analytics in Your Personalized Portal
yourpersonalized
portal
well-structuredanalysis features
AnalyticalAreas
HCMAnalytics
SCMAnalytics
CRMAnalytics
FIAnalytics
ExternalData
Access to all necessary information!
ur
• ly comes from business n Warehouse. Example: a credit manager d his or her credit limit.
ager can check
he credit manager finds him or her.
• Example: the credit manager alters the customer's credit limit in the system, automatically generating the appropriate notifications and follow-ups.
The portal combines every type of analysis and every application from all the relevant areas into one role-based view.
You can publish the analysis results in your Enterprise Portal and distribute them easily around yocompany. In this way, employees in different locations have easy access to important information and can execute tasks interactively; They can, for example, enter their planning data on the Web.
Hint: In the first part of the cycle, you must know the main focus areas and the locations that providethe supporting information. This includes the following:
Warnings of acute problems. The information for such warnings generalprocess monitoring in SAP Business Informatioreceives a warning that a customer has exceede
• External or internal messages and documents.
Decisions: During the decision process, detailed analyses are carried out in teamwork.
• The analysis functions examine the data in greater detail. Example: the credit manthe customer's credit history and compare statistics.
• What-if analyses enable you to examine the consequences of different solutions.
• Exchanging information with internal and external experts. Example: tthe sales manager responsible for the customer and gets in contact with
Action: once a decision is made, it can be put into practice immediately.
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© SAP AG 2008
Methods – Measuring
Measuring
Determine the performance of all customer contact channels.
Collect all the RELEVANT data
Provide FLEXIBLE reporting options
Discover the ACTUAL profitability and worth of your customers
BI's comprehensive evaluation and navigation options, you can measure the influence of individual
f a report. It has the following characteristics:
down functions
conditions
To summarize: SAP CRM Analytics ensures that the values measured are used closely with the implementation of the business strategy, for instance by creating a Balanced Scorecard.
With SAPyour customer relations on the success of your business, as well as the efficiency of actions.
Here you can see a simple example o
• Clear and understandable layout
• Multifunctional selection and drill
• Exception reports and
• Highly customizable
Take advantage of the flexible reporting options on the Internet or in Microsoft Excel.
Analytic methods help to ascertain key figures, such as customer profitability, ABC classes, customer lifetime value, and scoring procedures.
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Forecasting
Methods – Forecasting
Predict customer behavior and its effects on profit.
Behavior modelingClustering
Association analysis
Decision tree
Scoring (Weighted Score Tables)
Linear and multi-linear regression
Value modelingCustomer Lifetime Value (CLTV)
Early evaluation of campaigns
m to forecast future behavior.
:
d to incorporate this
multi-linear regression, to collect data for predicting behavioral trends
• Forecast the rate of response to simulate the success of your campaign
It is important to recognize behavioral patterns and to use the
You can use the following to determine behavioral patterns
• Clustering, to find out more about a customer segment
• Association analysis, to find out more about cross-selling behavior
• Decision trees, to understand which profiles affect which behavior, aninformation into forecasts
• Scoring, to bring together different aspects for an overall evaluation
• Linear and
You can also
• Forecast the future value of your customers using CLTV analysis
© SAP AG TCRM10 12-10
© SAP AG 2008
Methods – Planning
Planning
Examples:• Opportunity planning• Campaign planning• Trade promotion planning
Develop the right success strategyImplement strategy into your planning
Support the planning beyond company boundaries
Include forecasts in your planning
t a ith
a your company. You can use these tools to develop a
ive planning in a self-contained
mpany advantages by:
our employees' goals
s
• Carrying out regular performance checks and using the feedback to alter strategy accordingly
An important prerequisite in customer relationship management is the possibility to implemencombined marketing, sales, and service planning solution, to acquire and develop a relationship wthe right customers, whilst at the same time increasing the profitability of existing customers. Planning and forecasting provides a comprehensive range of tools for all stages of planning forwide variety of business processes acrossplanning model that integrates both global strategic and operatprocess for online and offline scenarios.
Planning and forecasting gives your co
• Formulating transparent strategies
• Communicating strategies throughout your company
• Coordinating business strategies with y
• Linking targets into the annual budget
• Identifying and coordinating strategic initiative
• Executing gap analyses and scenario planning
© SAP AG TCRM10 12-11
© SAP AG 2008
Target Group SelectionCampaign Optimization
Methods – Optimizing
OptimizingExample
Enable your employees to make the right decisions.
Offer the right products and services to the right customers at the right time.
Initiate customer-centric actions with CRM Analytics.
Support decisions in real-time
, a
stomer. When
Use analysis results in your business processes and give your employees the opportunity to make informed decisions.
SAP CRM Analytics doesn't only measure results. These results can also be used to optimize business processes. The goal of CRM Analytics is only achieved when employees have access to theinformation they need to make the best possible decisions in their day-to-day work. For examplecall center agent can display all the important customer data on the screen, and the system uses this data to make suggestions (in the form of a "script") on how best to support the cucreating target groups, a campaign manager has easy access to analysis results, such as probabilityof response and customer categories, and can use these to optimize a campaign.
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Scenarios – Customer Analytics
Customer Satisfaction and Loyalty Analysis
Customer Segmentation with Clustering
Churn Management
Customer Lifetime Value Analysis
Customer Churn Analysis
Customer Profitability Analysis
Credit Rating Forecasts in Real-Time
…
omprehensive overview of their customers. actual value of their customers and receive information with which they customers' behavior.
• y
results provide a reliable and accurate ts
•
decision trees, clustering, or ABC classification. These analyses are supported by comprehensive business content (InfoProviders, Queries). As of BW3.3, Web Cockpits will also be available.
Customer Analytics provides businesses with a cCompanies can identify thecan better understand their
Customer Churn Analysis
Customer segmentation allows you to improve your relationship with your customers directly bproviding the best services and products to the most profitable and loyal customer segment. However, you must be able to trust that the segmenting customer profile. To make sure of this, you can use customer churn analysis to check the resuland examine changes in customer behavior over time.
Customer churn analysis lets you check the reliability of segmentation results and follow any changes in segment membership. This solution not only lets you analyze different results from one method applied at two different points in time, it also enables comparison between the results of two different methods of analysis. Customer churn analysis can be carried out using
© SAP AG TCRM10 12-13
© SAP AG 2008
Scenarios – Product Analytics
Best-Selling Products
Cross-Selling Analysis
Product Profitability
Product Complaints
…
the customers prefer. It is also important to realize which products are
most profitable. Businesses can use Product Analytics to find out which products are sold together and so increase wallet share.
Today it is vitally important to deliver the right product. Product Analytics can be used to determinewhich products and attributes
© SAP AG TCRM10 12-14
© SAP AG 2008
Analysis Scenarios
Marketing Analytics
Sales Analytics
E-Analysis: Website Monitoring
Service Analytics
E-Analysis: Web Analysis
Interaction Center AnalyticsContact Channel and Partner Analysis
Field Service: Offline Reporting
ve are dealt with individually in the units on the key capabilities of marketing, sales, service, e-commerce, channel management, Interaction Center and field applications.
The analysis scenarios abo
© SAP AG TCRM10 12-15
© SAP AG 2008
Interactive Reports
view reports
For users different chart types (like line chart, pie chart, bar chart) are offered.
With SAP CRM 2007 Interactive Reports can be used for various objects.
E.g. in the Sales environment Interactive Reports for the objects Activities, Leads and Opportunities can be used.
Users can conduct a search for a report, view a list of saved report searches andgrouped by application area. It is also possible to create new reports.
© SAP AG TCRM10 12-16
© SAP AG 2008
Creation of Interactive Reports
e.g. in theSales environ-ment areaslike Activities,Opportunities
Design of rows and columns
Definition ofdefault type of chart (e.g.Bar Chart)
Definition offields and keyfigures for thereport
own Interactive Reports by using a wizard that guides you through the consists of the following steps:
1. l• Interactive Report different
rofessional“ the
3. ort
5. ech type of chart is displayed as default for the new report (e.g. line chart, pie
6. Share Report:
• When the report is published for the selected users, the report will appear in their „Reports“ Home page
It is possible to create yourprocess. This procedure
Se ect Report Area: Dependent on the Business Role you are selecting for the newreport areas are offered for selection (e.g. if you choose Business Role „Sales P
Activities, Leads and Opportunities are offered) report areas • Furthermore the default display (like table or chart) is maintained in this step
2. Select Fields: • Determination which fields and key figures should be displayed Define Filters: • Determination of input parameters and filters for the interactive rep• Input parameters can be set to mandatory
fine Table: 4. De• Tailoring the way the reports results are displayed in the table D fine Chart: • Decision whi
chart, bar chart)
• Assign report to specific employees or organizational units
© SAP AG TCRM10 12-17
© SAP AG 2008
SAP CRM Analytics: Summary
You are now able to:Explain the importance of SAP CRM Analytics in a complete CRM solutionDescribe the available analytical methodsUse various analysis scenariosExplain the functionality of Interactive Reports
© SAP AG TCRM10 12-18
© SAP AG TCRM10 12-19
Exercises
Unit: SAP CRM Analytics Topic: Interactive Reports
At the conclusion of this exercise, you will be able to:
Work with Interactive Reports •
As a Sales Professional you are interested in the open activities of your accounts you are responsible for.
Therefore you will use Interactive Reports to analyze the situation.
1-1 ional and
s.
1-1-2 ithin the Report Criteria choose the following selection:
: Beginning of this year
1-1-3 esponsible for the listed activities.
Thus change your layout in the way that the Organizational Unit will be
1-2 s
1-3 ys interested in this kind of information and you want to have the selected display directly when starting your report. Therefore save your view as ## Open Activities.
Log on to the WebClient User Interface in the role of a Sales Professbranch to the Reports area.
1-1-1 Select the Interactive Report Accounts with Open Activitie
W
Valid from Valid to: End of this year
How many open activities of your customer ##Turner are displayed? _______________________________________________________
Within the table layout of your result list additionally you would like to identify which Organizational Unit is r
displayed in the columns of the table.
Because you prefer graphical information in the next step change your display so that fir t you will see the table followed by the corresponding chart.
1-2-1 Prepare the system that the table is displayed above the chart.
1-2-2 As a chart you prefer a bar chart. Change your display from column chart to bar chart.
In future you are alwa
© SAP AG TCRM10 12-20
1-4 You want to transfer the information on open activities to Excel. Export the results to an Excel pivot table.
1-5 What is the main difference between Interactive Reports and BI Reports?
© SAP AG TCRM10 12-21
Solutions
Unit: SAP CRM Analytics
Lbranch to the Reports area.
Topic: Interactive Reports
1-1 og on to the WebClient User Interface in the role of a Sales Professional and
SALESPRO
1-1-1
1-1-2 ithin the Report Criteria choose the following selection:
:
re displayed?
1-1-3 esponsible for the listed activities.
hus change your layout in the way that the Organizational Unit will be
e personalization button in the Display area. In the block of vailable fields mark Organizational Unit and move it to columns. Choose
Apply.
1-2 s
1-2-1
1-2-2 s a chart you prefer a bar chart. Change your display from column chart to
Select Bar Chart in the second drop-down list.
Select out of the list of the Business Roles.
Select the Interactive Report Accounts with Open Activities. In the navigation bar select Reports and choose the report Accounts with Open Activities.
W Valid from Beginning of this year Valid to: End of this year
Enter the listed data and press the button Go.
How many open activities of your customer ##Turner a Note the number of open activities for your customer.
Within the table layout of your result list additionally you would like to identify which Organizational Unit is rTdisplayed in the columns of the table. Go to tha
Because you prefer graphical information in the next step change your display so that fir t you will see the table followed by the corresponding chart.
Prepare the system that the table is displayed above the chart. Go to the drop-down list within the Display area and select Table above Chart.
Abar chart.
© SAP AG TCRM10 12-22
1-3 ew as
## Open Activities.
s in the field Save View As und choose button Save.
1-4 tivities to Excel. Export the results to an Excel pivot table.
elect the button Export to Excel Pivot Table.
1-5 tive Reports and BI Reports? For using BI Analytics a separate BI system is needed whereas Interactive Reports can be used without an separate BI system.
In future you are always interested in this kind of information and you want to have the selected display directly when starting your report. Therefore save your vi
Enter ## Open Activitie
You want to transfer the information on open ac
S
What is the main difference between Interac
© SAP AG TCRM10 13-1
© SAP AG 2008
Course Topics –SAP CRM Implementation and Operation
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation
© SAP AG TCRM10 13-2
© SAP AG 2008
SAP CRM Implementation & Operation
SAP Solution Manager
Customizing SAP CRM
© SAP AG TCRM10 13-3
© SAP AG 2008
SAP CRM Implementation & Operation: Objectives
At the end of this unit, you will be able to:Describe how SAP Solution Manager supports SAP CRM implementation projects and system administrationCustomize a new business transaction in SAP CRM
© SAP AG TCRM10 13-4
© SAP AG 2008
SAP Solution Manager
66
mySAPCRM
Solution1010Service employeeprovides solution
problem
Channel manager creates lead; partner
creates order
Marketing manager creates target group and
marketing campaign
Sales order is replicated in SAP Enterprise,
and delivery takes place
55SAP CRMPartner Channel Mgmt
Analyst monitors various key factors
1010
33
Customer callsInteraction Center
77
SAP CRMInteraction
Center
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
66SAP CRMSales
Technical service representative creates service
order and assignsit to service employee
88 SAP CRMService
99Service employeeprovides solution
to customer
Note: The numbers here refer to chapters
SAP CRMMarketing
SAP CRMField Application
mySAP CRMAnalytics
SAP CRMImplementation & Operation:
SAP Solution Manager
e t, configuration, and testing phase. During the
Your task is to customize a new SAP CRM business transaction according to your company needs. Therefore you use the Implementation Guide (IMG) to configure a transaction type.
As a member of the project team that is going to implement the chosen SAP CRM solution, you usSAP Solution Manager for the blueprinimplementation and after the go-live phase, system administrators use SAP Solution Manager for system monitoring and SAP services.
© SAP AG TCRM10 13-5
© SAP AG 2008
Use of the InternetGlobal planningATP
Challenges in Complex System Environments
Global Business Activities
Global Global Business Business ActivitiesActivities
Different locationsDifferent countriesDifferent languagesDifferent time zonesCentral or distributedGlobal planning
HeterogeneousSolutions
HeterogeneousHeterogeneousSolutionsSolutions
Different applicationsDifferent technologiesDifferent vendorsPoint-to-point integrationTailored solutions
T y p i c a l S y s t e m L a n d s c a p e t o b e I m p l e m e n t e dT y p i c a l S y s t e m L a n d s c a p e t o b e I m p l e m e n t e d
S u p p l yC h a i n
M a n a g e m e n t
W a r e h o u s eM a n a g e m e n t
S y s t e m s
S A P R / 3
T r a n s p o r tP l a n n i n gS y s t e m
C u s t o m e r S y s t e m
C a r r i e r S y s t e m
S h i p m e n t
C a r r ie rS e l e c t i o n
U p d a t e S h ip m e n t
S t a t u s
P l a n R e p l e n i s h m e n t
C o n f ig u r eV e h i c l eL o a d s
R e p le n i s h m e n t
R e q u e s tt o c h a n g e
S a l e s O r d e ra n y t i m e
A p p o i n t m e n t
R e c e i v eO r d e r
I n v o ic e
1 4 0 d i f f e r e n t i n te r f a c e s
C R M
P r i c i n g C o n d it io n sP r o m o t i o n
C o n d i t i o n s
S a l e s O r d e r
A C S I SB a r c o d e
R e a d e ri n n s m a l l
w a r e h o u s e s
S a l e s O r d e r
C o r e B u s i n e s s P r o c e s s a n d S o l u t i o n L a n d s c a p e
S h i p m e n t
G o o d sI s s u e
D e l i v e r y N o t e
S t o c kT r a n s f e r
O r d e r
R e q u e s t
A c c e p t ?N o / Y e s
S c h e d u le
In t r a n s i t
I n v o i c e
T y p i c a l S y s t e m L a n d s c a p e t o b e I m p l e m e n t e dT y p i c a l S y s t e m L a n d s c a p e t o b e I m p l e m e n t e d
S u p p l yC h a i n
M a n a g e m e n t
W a r e h o u s eM a n a g e m e n t
S y s t e m s
S A P R / 3
T r a n s p o r tP l a n n i n gS y s t e m
C u s t o m e r S y s t e m
C a r r i e r S y s t e m
S h i p m e n t
C a r r ie rS e l e c t i o n
U p d a t e S h ip m e n t
S t a t u s
P l a n R e p l e n i s h m e n t
C o n f ig u r eV e h i c l eL o a d s
R e p le n i s h m e n t
R e q u e s tt o c h a n g e
S a l e s O r d e ra n y t i m e
A p p o i n t m e n t
R e c e i v eO r d e r
I n v o ic e
1 4 0 d i f f e r e n t i n te r f a c e s
C R M
P r i c i n g C o n d it io n sP r o m o t i o n
C o n d i t i o n s
S a l e s O r d e r
A C S I SB a r c o d e
R e a d e ri n n s m a l l
w a r e h o u s e s
S a l e s O r d e r
C o r e B u s i n e s s P r o c e s s a n d S o l u t i o n L a n d s c a p e
S h i p m e n t
G o o d sI s s u e
D e l i v e r y N o t e
S t o c kT r a n s f e r
O r d e r
R e q u e s t
A c c e p t ?N o / Y e s
S c h e d u le
In t r a n s i t
I n v o i c e
Business ProcessesBusiness Business
ProcessesProcesses
New Technologies
New New TechnologiesTechnologies
© SAP AG TCRM10 13-6
© SAP AG 2008
SAP Solution Manager
SAP Solution ManagerSAP Solution ManagerSAP Solution Manager
Functional implementationFunctional implementation
Technical implementationTechnical implementation
Transaction ImplementationTransaction Implementation Support DeskSupport Desk
Services for TransactionsServices for Transactions
Solution MonitoringSolution Monitoring
Tools, Content,Procedures, and Servicesto implement and operateyour SAP Business Suite
solution
SAP Solution Manager: A customer platform for implementation and
operation of SAP Business Suite
Implementation Operation
g
production operation. SAP Solution Manager offers central ls and methodology that you can use during when evaluating
enting industry solutions
IMG) or
• to create your own project templates for your
d 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 your own solution support.
SAP Solution Manager supports you throughout the entire process of implementing and operatinSAP solutions. It is a platform that supports the industry-solution life-cycle from the business blueprint, through configuration, toaccess to preconfigured content, tooand implementing your systems.
For implementation, these include:
• Contents predefined by SAP for evaluating and implem
• ASAP procedures for implementing industry solutions
• Tried and true implementation and test tools, for example the Implementation Guide (the Test Workbench
An authoring function that you can use 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 an
© SAP AG TCRM10 13-7
© SAP AG 2008
SAP Solution Manager as a Central Platform
DEV
Customer's System Landscape
Message Handling
PRDSolution
Landscape
Solution Monitoring
Service ProcessingProcess-oriented
configuration
QASIntegrated Testing
SCMSCM3.1I3.1I
4.5B4.5B
LegacyLegacy
CRMCRM
CUSCUS 4.6C4.6C SCMSCM3.1I3.1I
4.5B4.5B
LegacyLegacy
CRMCRM
CUSCUS 4.6C4.6C
SCMSCM3.1I3.1I
4.5B4.5B
LegacyLegacy
CRMCRM
CUSCUS 4.6C4.6C
SAP SolutionSAP SolutionManagerManager
f
to-date overview of the whole solution with processes and
• o:
solutions
ons
With SAP Solution Manager, SAP is able to deliver excellent support not only for single systems, but for a customer’s entire solution.
This infrastructure at the customer’s site offers the following advantages:
• SAP Solution Manager collects data from all connected systems. This allows you to access all othe necessary information in these systems much quicker.
• SAP Solution Manager keeps an up-dependencies
SAP Solution Manager is a tool t
- Implement and test
- Monitor solutions
- Maintain soluti
- Support users
Spend less time on finding errors and information, get quicker and better support
© SAP AG TCRM10 13-8
© SAP AG 2008
SAP Solution Manager – Use in Implementation
SAP Solution Manager in ImplementationSAP Solution Manager in Implementation
Configuration
DefineProject
Define BusinessBlueprint
AdaptSynchronization
Authorization
Datatransfer
Usertraining and
documentation
Testing
Projectphase
Roadmaps
Project AdministrationCross-applicationFunction
Project activities
Issue Tracking / Status Monitoring / Reporting
Developments
Definesystem landscape
Focus of the tool support
ProjectPreparation
BusinessBlueprint Realization Go Live
& SupportFinal
Preparation
ution Manager supports you in all phases of the evaluation and implementation. With SAP
o•
about the project deadlines and resources). You set the project
•
ng the Business Blueprint definition, you read the documentation supplied by SAP
•
• r their status. Monitor and manage your systems using real-time alerts displayed in a system graphic, with weekly SAP EarlyWatch Alert Reports and Central System Administration tasks.
SAP SolSolution Manager, you can carry out the following activities in an evaluation and implementation pr ject:
Project Preparation: The Roadmaps contain information and procedures for all phases of your implementation project. Work with SAP Solution Manager begins after the evaluation phase. You first use it to define the project by entering administrative data for the project managementprocedure (for example, detailsscope and you define the system landscape that you require to implement your solution during the project preparation phase. Business Blueprint: You define a Business Blueprint by documenting the organizational units, master data, business scenarios, and business processes that you require to implement your solution. Duriand 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 carry out a consistency check for Customizing of the business processes. Thatis, you check whether the various application components have been changed consistently. Yousynchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the test cases selected during configuration. You can analyze the project at any time during its course to gain information about the project status and the progress when testing or configuring. Final Preparation: Go Live & Support: Perform remote SAP services and monito
© SAP AG TCRM10 13-9
© SAP AG 2008
Roadmap Details
Graphical entry into and status overview of your project
Phase-based approach to functional and technical
implementation and continuous activities
Links to accelerators for the project phase
implementation
You can download the project structure or a roadmap into MS Project to plan your project using the data in the project structure or roadmap.
Roadmaps are part of SAP Solution Manager. They contain the standard SAPmethodology and cover the most important aspects and phases of a SAP implementation. The Roadmaps provide links to accelerators and tools that perform project tasks.
© SAP AG TCRM10 13-10
© SAP AG 2008
CRM Content Supports Implementation
Component Views
Guides to Configuration
CRM Solution Manager Content
reduce costs, increase revenue, and of sales, service,
CRM Business Content is delivered exclusively with SAP Solution Manager. You can download updated content regularly from SAP Service Marketplace.
SAP CRM Business Scenarios are designed to help customersincrease customer satisfaction. They support nested business processes in the areas and marketing, and across various communication channels.
The business processes are displayed graphically using SAP Component Views®.
© SAP AG TCRM10 13-11
© SAP AG 2008
SAP Solution Manager – Use in Operations
SAP Solution Manager in Operations
SystemMonitoring
Define/ImportSystem Landscape
SAP EarlyWatch
Alert
Service LevelReporting
ServiceDeliveryEnabling
MonitoringBusiness
Processes
SAP Service Marketplace
Issue Tracking
Microsoft NetMeeting
Central SystemAdministration
Best PracticeDocuments
Upgrade
Support Desk / SAP Note Assistant
Define/ImportSystem Processes
Recomm-endedSequenceof Functions
Cross-ApplicationFunctions
ts. You can also set up your own solution support. SAP des an infrastructure for integrating SAP Support Services and ities.
ir status
•
raphic
s
es relating to Software Change Management
•
tion
- Enhanced remote support by SAP
SAP Solution Manager Operations allows you to configure, manage, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems,business processes, and software componenSolution Manager (Operations) proviyour own system administration activ
As a system administrator, you can:
• Perform remote SAP services and track the
Monitor and manage your systems using:
- Real-time alerts displayed in a system g
- Weekly SAP EarlyWatch Alert report
- Central System Administration tasks
• Use best practice documents and servic
Use Integrated Message Handling for:
- Your own internal support organiza
© SAP AG TCRM10 13-12
© SAP AG 2008
Service Level Reporting – Workflow Example
Alert Overview
Alert Alert OverviewOverview
Alert DetailsAlert Alert
DetailsDetails
ServiceRecommen
dations
ServiceServiceRecommenRecommen
dationsdations
Link to SAP Service Catalog
Link to SAP Link to SAP Service CatalogService Catalog
Measures and communicates agreed service goals defined in your service level agreements
Triggers reports regularly, for example weekly or monthly
Requires no expert knowledge for configuration
Evaluates Key Performance Indicators (KPIs)
Preconfigures recommendations to be individually tailored
Facilitates forecasting
Service Level Reporting
e esses. For example, you can define alert thresholds for transactions in
data that is regularly r central SAP Solution Manager system.
• larly, for example, once each week. This is a simple process and requires no
• ators (KPIs) and derives recommendations for management
• Is based on the EarlyWatch Alert knowledge engine and is linked to relevant SAP services such as SAP GoingLive Check and the SAP GoingLive Functional Upgrade Check
Service level reports provide you with a summary of the technical status of the systems in your solution. For example, they provide an overview of the transactions that generate the greatest load. Service level reporting is intended to ensure adequate levels of service for all users in accordance with business priorities and at an acceptable cost. Service level reporting also enables you to managservice levels for business proca specific business process that is carried out across several systems. Service level reports are thenupdated with this information.
When you set up Service level reporting, you define the contents of the reports and the frequency with which they are generated.
Service level reports are generated from the aggregated SAP EarlyWatch Alert sent from the satellite systems in your solution to you
In SAP Solution Manager, Service Level Reporting:
Is triggered reguexpert knowledge since it is aimed at different areas of management (IT and application management).
Evaluates Key Performance Indicfrom them. For example, it can recommend standard SAP services such as SAP EarlyWatch and Solution Optimization Services.
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Monitoring with EarlyWatch Alert (EWA) & EarlyWatch
SAPSolution Manager
CustomerCustomer
SAP SupportSAP Support
SAPSAP
Customer Contact
3If red rating
automatically forwarded to SAP*
1Send EWA Data
SatelliteSystem
SatelliteSystem
SAPSolutionManager
SAPSolutionManager
Collect DataProcess EWA Data Check red rated EWA
Report
Deliver Services
(for example Early Watch)
45
Implement
recommendations
Check EWA Report
2
Implement
recommendations
Contact customer and create service plan
* Data is also forwarded when the connection is first established, then every four weeks
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© SAP AG 2008
System Monitoring
Open task overviewOpen task overviewOpen task overview
System monitoring of core components to detect critical situations as early as possible
Support administrators working with new SAP products
System monitoring and Central System Administration complement each other
Expert monitors directly linked in satellite systemsExpert monitors directly Expert monitors directly linked in satellite systemslinked in satellite systems
Alert GraphicsAlert GraphicsAlert Graphics
System-related tasks with integrated and automated logSystemSystem--related tasks with related tasks with integrated and automated logintegrated and automated log
s for your solution. For
inistration: You set up administrative tasks to manage the software components defined in your solution. You can plan administrative tasks. Overview tasks are displayed in the solution overview.
System Monitoring enables you to integrate real-time alerts from SAP's Computing Center Management System (CCMS), and to display them in the system graphicsystem monitoring, software agents collect data that can be used to trigger alerts. The monitoring you configure here will form the basis for Business Process Monitoring.
Central System Adm
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Business Process and Interface Monitoring
Alert GraphicsAlert GraphicsAlert Graphics
Alerts overview of business process stepAlerts overview of business Alerts overview of business process stepprocess step
Expert monitors directly linked in satellite systems
Expert monitors Expert monitors directly linked in directly linked in satellite systemssatellite systems
Detailed procedures for error handling and problem resolution
Precise definition of contact persons and escalation paths
Close integration of the customer’s support organization
Monitoring session with detailed information in the step related check
Monitoring session with detailed Monitoring session with detailed information in the step related information in the step related checkcheck
e. The
s additional alerts based on downloads system graphics for your solution.
ist log, and so on)
een software components
rastructure and components that are required to run the business processes
tion
• Close integration of the customer’s support organization
Business process monitoring should detect potentially critical situations as early as possiblsupport organization for your solution should also be able to react to problems as quickly as possible. To this end, Business Process Monitoring integrates real-time alerts from SAP's Computing Center Management System (CCMS) as well afrom the remote systems. These alerts are displayed on the
Business Process Monitoring includes the observation of:
• Business application logs (for example application log, workl
• Data transfer using interfaces betw
• Program scheduling management
• Technical inf
• Key figures
• Execution of required periodic monitoring tasks
Business Process Monitoring is not only a tool, it comprises:
• Detailed procedures for error handling and problem resolu
• Precise definition of contact persons and escalation paths
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Working with Support Desk – Support Process
SAP SupportSAP SupportSAP Support
SAP System
CustomerCustomerCustomer
SAP ServiceMarketplaceSAP ServiceSAP ServiceMarketplaceMarketplace
SAPSAPSAP
SAPSolution Manager
1Creates Message
Provides Solution Search for Solution
or
3Forward Message
Provides Solution
4Provides Solution
2Search for SolutionEnd
UserEnd End UserUser
SolutionSupportSolutionSolutionSupportSupport
Customer'sSolution Database
SAP Notes DatabaseService ProductsBest Practices DB
solution, and processing
In addition, searching for and implementing SAP Notes is facilitated by SAP Service Marketplace and SAP Note Assistant.
The SAP support desk provides:
• Problem monitoring, re
• Escalation procedures
• Interface with SAP and partners for message exchange
It contains an implementation methodology for the operation of your help desk, and allows forsuccessful capacity planning and service level reporting.
An integrated customer solution database facilitates gathering, storing, and reusing customer-specific knowledge.
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SAP Solution Manager
Summary: SAP Solution Manager
CRM
ERPSCM
SAP Solution ManagerRuns on SAP Basis technologyCan be used for all SAP technologiesIntegrates non-SAP productsCentralizes:
Procedural descriptionsDocumentationTestingConfiguration and CustomizingProcessing informationMonitoringService delivery and executionLandscape definition
Is free of charge
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Customizing SAP CRM
66
1010Service employeeprovides solution
problem
Channel manager creates lead; partner
creates order
Marketing manager creates target group and
marketing campaign
Sales order is replicated in SAP Enterprise,
and delivery takes place
55SAP CRMPartner Channel Mgmt
Analyst monitors various key factors
1010
33
Customer callsInteraction Center
77
SAP CRMInteraction
Center
44Customer makes
purchasesin a Web shop
SAP CRMWeb Channel
66SAP CRMSales
Technical service representative creates service
order and assignsit to service employee
88 SAP CRMService
99Service employeeprovides solution
to customer
Note: The numbers here refer to chapters
SAP CRMMarketing
SAP CRMField Application
mySAP CRMAnalytics
SAP CRMImplementation & Operation:
Customizing SAP CRM
eet your
Additionally, you will learn about the enhancement of the application of customer-specific programming using Business Add Ins (BAdIs).
You will now use the Implementation Guide (IMG) to configure the SAP CRM system to mown requirements.
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Application and Customizing
Application View Customizing View
es
to
ent hierarchy and lists all the documentation
By using SAP Solution Manager within the implementation phase, customers have direct integration with the required Customizing settings for the selected business scenario.
There are two sides to a CRM system:
• Application: A normal user calls transactions to carry out daily work (for example, creating salorders or accepting complaints as an Interaction Center Agent).
• Customizing: Using the Implementation Guide (IMG), you can configure the CRM systemspecifically map the business process to your needs.
The Implementation Guide (IMG) explains the steps in the implementation process, the SAP standard (factory) Customizing settings, and the system configuration activities. The hierarchicalstructure of the IMG is based on the application componthat is relevant to implementing the SAP system. The main section describes IMG Customizing activities, where the relevant system settings are made.
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Example: Creating a new Transaction Type
1. Create a new transaction type.
2. Make specific settings for your new transaction type.
3. Maintain item category determination.
4. Maintain copy control for transaction types.
5. Test your new transaction type.
izing example given above will be described in further detail on the following slides. It n idea of how a CRM system can be configured. Several Customizing activities are
ic business requirements.
ents. This should be carried out in a typical business scenario, such as creating an opportunity that may result in a sales order.
The Customgives you aavailable.
Example: Your company uses opportunity management. However, the standard opportunity transaction typesdo not fully meet your specifTherefore, you define a new opportunity transaction type and set the relevant parameters to match your business requirem
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© SAP AG 2008
Example: Step 1
1. Create a new transaction type.
2. Make specific settings for your new transaction type.
3. Maintain item category determination.
4. Maintain copy control for transaction types.
5. Test your new transaction type.
Create a new transaction type or
Copy an existing entry
ements for the business scenario in question.
ters in a second
a
enu → Architecture and Technology → Configuration → Customizing → SAP
Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types
The first step in the example is to create a new transaction type for the opportunity, which fulfills therequirUsually, this is done by copying an existing entry and changing the relevant paramestep:
Check the standard Customizing for an appropriate entry nd, if available, copy it.
Menu path: SAP Easy Access M
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Example: Step 2
1. Create a new transaction type.
2. Make specific settings for your new transaction type.
3. Maintain item category determination.
4. Maintain copy control for transaction types.
5. Test your new transaction type.
Assign appropriate profiles, procedures and so on, to your transaction type ZPSM
part of creating a new opportunity transaction type is to change the necessary
enu → Architecture and Technology → Configuration → Customizing → SAP
Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types
An importantparameters to meet your specific needs and requirements.
Menu path: SAP Easy Access M
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© SAP AG 2008
Example: Step 3
1. Create a new transaction type.
2. Make specific settings for ynew transaction
our type.
3. Maintain item category determination.
4. Maintain copy control for transaction types.
5. Test your new transaction type.
When you enter a product, the item category is determined. Therefore, it has to be maintained in Customizing.
Transaction Type+
Item Category Group+
Item Category Usage+
Main Item Category= Item Category
(Default)
n. f transaction type and the kind of product used, a special item category will
s item category manages further processing. Therefore, you must maintain item
hitecture and Technology → Configuration → Customizing → SAP
Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination
Simply creating a new transaction type is not sufficient to proceed further within the applicatioDepending on the kind obe found. Thicategory determination.
Menu path: SAP Easy Access Menu → Arc
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© SAP AG 2008
Example: Step 4
1. Create a new transaction type.
2. Make specific settings for your new transaction type.
3. Maintain item category determination.
4. Maintain copy control for transaction types.
5. Test your new transaction type.
Maintain copy control at header and item level so that you can create follow-up documents
Opportunity → Quotation Opportunity Item → Quotation item
y control at header and item level so that you can create follow-up documents such as
echnology → Configuration → Customizing → SAP
ement → Transactions → Basic Settings →
Define Copying Control for Transaction Types Define Copying Control for Item Categories
Maintain copquotations or orders resulting from an opportunity.
Menu path: SAP Easy Access Menu → Architecture and TReference-IMG → Customer Relationship ManagCopying Control for Business Transactions:
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© SAP AG 2008
Example: Step 5
You may now create a “Trade Fair Opportunity” (transaction type ZPSM) within the application
New Transaction Type
Copy Control
Item Category Determination
1. Create a new transaction type
2. Make specific settings for your new transaction type
3. Maintain item category determination
4. Maintain copy control for transaction types
5. Test your new transaction type
ill be to test your newly created opportunity within the application. To do this, select
Access path: E.g. in the role of a Sales Professional: Sales Cycle → Opportunities → Create
The last step wyour created transaction type.
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© SAP AG 2008
Business Add-Ins
Customizing View might be insufficient
Customer-specific programming can be used to extend functionality
This is not a modification of standard SAP source code
d-
siness Add-Ins, customers can insert additional code without modifying the original
→ ABAP Workbench → Utilities →
BAdI Implementations can also be created from the IMG.
If Customizing settings and parameters are not sufficient to meet your requirements, Business AdIns (BAdIs) can be used for further enhancements.
By using Buobject.
Menu path:
• SAP Easy Access Menu → Architecture and Technology → ABAP Workbench → Utilities → Business Add-Ins → Definition (SE18)
• SAP Easy Access Menu → Architecture and TechnologyBusiness Add-Ins → Implementation (SE19)
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© SAP AG 2008
SAP CRM Implementation & Operation: Summary
You are now able to:Describe how SAP Solution Manager supports SAP CRM implementation projects and system administrationCustomize a new business transaction in SAP CRM
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Exercises/Solutions
Unit: Implementation (Customizing) Topic: Create a new transaction type
At the conclusion of this exercise, you will be able to:
• Create a new transaction type
• Understand the basic settings for the transaction type
ecially adapted to your trade fair business. You will copy an existing transaction type and use the implementation guide (IMG) to adapt it.
1-1
1-1-1
P Reference IMG and branch to Customer Basic Settings → Define
1-1-2
1-1-4 ansaction Type and the description
1-1-6 se the appropriate button to switch to the details for the transaction type
Details. In the field Action Profile select OPPORTUNITY_SALES_ASSISTANT out of the list of possible entires.
You want to use a new transaction type sp
Create a transaction type for an opportunity that contains an action profile for the sales assistant.
Go to the customizing area by selecting the following path: Architecture and Technology → Configuration → Customizing (transaction code SPRO): Select the button SARelationship Management → Transactions →Transaction Types Search for the existing transaction type OPPT. Choose the button Position…, enter OPPT in the field Transaction Typeand choose ENTER.
1-1-3 Mark the row for OPPT and select the Copy As button.
Enter the abbreviation ZO## as Tr##TradeFair (twice, in the right side of the transaction type and also in the Description field). Press ENTER.
1-1-5 In the Information pop-up window confirm by selecting Continue.
Uand enter the action profile OPPORTUNITY_SALES_ASSISTANT. Mark the row with the new transaction type ZO## and select the button
© SAP AG TCRM10 13-30
As the sales assistant proposed other actions for the opportunity phase, youmust specify the sales cycle. Double-click on Assignment of BusinessTransaction Categories within the Dialog Structure on the left hand side, mark the row on t
1-1-7
he right side (Opportunity) and double-click on the area in the Dialog Structure.. Set the Sales Cycle to 2
1-1-8 Save your data.
1-2 i
1-2-1 mizing area branch to
1-2-2 nsaction Type OPPT and the Item
ction Type OPPT with the new transaction type ZO##. elect ENTER.
1-2-4 Save your entries.
1-3
1-3-1 n bar select and choose Create . w transaction type ##TradeFair out of the list and enter the
## t:
losing date: Next week Sales Stage:
1-3-2 e Sales Assistant functionality is available and active (by
1-3-3 ted. Mark the desired row and click on Activate. Choose Back.
tion is
1-3-4 tion as a follow-up document. This is only possible if you have maintained the copy control for business transactions in the customizing area.
Customizing headerNew Customer.
To use the new transaction type, you have to maintain the item category determ nation in the next step.
Within the custo Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Search (button Position) for TraCategory Group (Item Cat.Group) NORM. Select Continue. Mark the rowand select the Copy As button.
1-2-3 Replace the TransaS
Test your new transaction type in the application by creating an opportunity of the type ##TradeFair.
Log on to the WebClient User Interface in the role of a Sales Professional (SALESPRO).
In the Navigatio Sales Cycle OpportunitySelect the nefollowing data:
Description: Trade Fair Sales prospec ##Turner C
Identify Opportunity
Note that thchoosing More → Sales Assistant), since an action profile was assigned in step 1-1-6.
On the Sales Assistant screen you can now start an action depending on thephase selecOn the Planned Activities assignment block, the result of the activadisplayed.
Note that it is not yet possible to create a quota
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© SAP AG 2008
Section: CRM Basic Data and Customizing
CRM Basic Data and CustomizingCRM Basic Data and Customizing
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CRM Basic Data and Customizing: Section Outline
Units:
1. Account Management
2. Organizational Management
3. Product Master
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Account Management: Overview Diagram
9. Pricing Fundamentals
10. CRM Billing
11. CRM Middleware
12. CRM WebClient UI
Unit1. SAP CRM 2007 – Overview
2. Account Management
Appendix
3. Organizational Management
4. Product Master
5. Transaction Processing
6. Activity Management
7. Partner Processing
8. Actions
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Account Management
Overview of Accounts/Business Partner
Account classification & Life Cycle
Data Exchange with the ERP System (ECC; R/3)
Customizing and Extensibility
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Account Management: Unit Objectives
At the end of this unit, you will be able to:Explain the concept of Account Management
Explain the concept of the SAP Business Partner
Describe the relationships between accounts
Describe account classification and the account life cycle
Describe account hierarchies
Explain the data exchange for business partners
Describe possible enhancements
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Your enterprise has relationships with different types of business partner. For this reason, you want to learn how the concept of the business partner can help you maintain these relationships.
Account Management: Business Scenario
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Business Partners in the Application
Account Contact Employee
Corporate Account
Individual Account
Group Account
Transfer from Human Resources department
(SAP HCM) possible
Account
• ly out entering a business partner number or
Components → SAP anges and Groupings
For example, a registered resale customer in a Web shop or a private account such as a telephone company.
The relevant terms in the "Business Partner" environment of the application are Management, Accounts and Contact .
During account creation, the number assignment is determined by a grouping.
• When creating a business partner, internal number assignment is the default. If you want to use external number assignment instead, choose the relevant grouping and enter the external number.
You can define standard groupings in Customizing. This means that a grouping is automaticalselected when you create a business partner withgrouping (during internal number assignment), or when you enter a partner number but not agrouping (during external number assignment).
Path in Customizing: SAP Implementation Guide →Cross-ApplicationBusiness Partner → Business Partner → Basic Settings → Number R
Individual accounts are used in business-to-consumer (B2C) scenarios.
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Supplier
PatientBusiness Partner
Relationships
Borrower
Organizational unitNeutral
Persons, organizations, groups
Cross-application
Tenant
Customer
Debtor
Contact
Employee
SAP? Business ?Partner
SAP? Business ?Partner
SAP Business Partner
he
e business irror
A business partner relationship forms the business-relevant connection between two business partners.
The SAP Business Partner allows standardized maintenance of business partners across components.
Application-neutral data such as name, address, bank details, and payment cards, is mapped. Tparticular requirements for mapping organizations, groups and persons are taken into consideration.
The business partner model in the CRM system differs from that of the ERP back-end system (customer).
The business partner role (for example, contact, sold-to party or supplier) classifies thpartner according to their business function. The roles that are assigned to a business partner mthe partner's functions and the business transactions in which they may be involved.
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Person
Business Partner Categories
Organization
Group
a business partner as a natural person (for example, a private person), group or business
board.
or an
ation is an umbrella term for mapping every kind of situation in the day-to-day business
l
The business partner category must be defined when creating a new business partner and it cannot be changed later on.
A business partner may be a person, a group of people, or an organization with a certain business interest.
The classification oforganization (legal person or part of a legal person, for example, department) is called thepartner category .
A group specifies a shared living arrangement, a married couple, or an executive
When a group is created, the corresponding partner group type must be entered.
The organization represents units such as a company, a department of a company, a club,association.
In addition to a legal person, parts of a legal person can be mapped as a business partner. Organizactivities. Therefore, a branch or purchasing department, for example, represents just parts of a legaperson.
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Sold-to party
Payer
Competitor
Invoice
Business Partner Roles
ifies the business partner according to business function. The roles
ch
ed from
classification is decided in the data exchange between SAP CRM and SAP ECC. This then determines which form the data is created in SAP ECC after it is transferred from SAP CRM.
The business partner role classthat are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved.
You can create more than one business partner role for a business partner. General information suas name, address, and bank details, only has to be entered once.
All applications or industry business solutions using the SAP Business Partner function provide special business partner roles.
The classification that should be assigned to a business partner (for data transfer) is determinthe business partner's role. This assignment is not visible in the UI and occurs implicitly. This
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RMG Inc. Smith & Partners
Business partnerNo. 62031
Business partnerNo. 60095
Used for describing relationships between business partners
Attributes describe relationships
Some relationships are time-dependent
SAP Business Partner: Relationships
1st May 1995 – 31st March 2003is shareholder of
80%
a business partner relationship can be given a time limit. So, for d as a
To do this, use the BP relationships task menu which is called in the SAP GUI using transaction BUMR.
A business partner relationship forms a business-relevant connection between two business partners.
To show that two business partners have a particular relationship to one another, we assign them a relationship category.
By entering a start and end date,example, you can get an overview of the periods during which a particular company operateshareholder of an organization.
You can use the Business Data Toolset (BDT) to assign additional relationship categories.
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PersonOrganization
Function
Department
Communication dataGeneral
commercial powers of attorney
Employee responsible
Contact Person Relationship
Business Partner Relationship Category (Example)
Relationship Attributes
has contact person
Is contact person for
n
a one-way relationship category, the relationship extends
e relationship of this
ness partner category in
You can maintain addresses in several parallel versions. This means that you can save addresses in the system that have different international display formats (for example, kanji and Latin letters).
Business partner relationship categories describe the business-relevant relationship betweebusiness partners.
The relationship category describes the properties of a relationship and characterizes it with attributes.
There is a difference between a one-way business partner relationship category and a two-way business partner relationship category. Infrom one partner to another, but not vice versa (for example, "is employee of"). An example of an two-way relationship is "is married to."
With the business partner relationship category, you determine whether only oncategory can be created (for example, "is married to"), or whether several relationships of this category can be created at the same time (for example, "is contact person of").
The business partner relationship categories available depend on the busiquestion. When a relationship is created, the system can check whether a business partner was created in a particular role (role dependency of a relationship category).
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Integration of Business Address Services (BAS)Any number of addresses for each business partner
Address usage assigns addresses to the relevant business processes
One address as standard address
Postal address and/or e-mail address
Address-dependent and address-independent communication data
Postal validation against SAP regional structure
Standard interfaces (BAdIs*) for external toolsPostal validation
Error-tolerant search
Check for duplicate entries
Data cleansing
Business Partner: Address Management
rtner. One address for each
o use external software to validate postal data, check for duplicates,
a
• g postal codes, cities and streets, and combinations of these for consistency. During the
• ou create and change a business partner, existing BPs that are phonetically similar are displayed for comparison purposes. This prevents you from creating the same partner more than once.
SAP Business Address Services (BAS) is used for maintaining BP address data.
You can maintain as many addresses as you like for each business pabusiness partner is always flagged as the standard address. You can define address usages by assigning the different addresses to the relevant business processes.
The postal code, the city and the street can be validated by performing a check against the SAPregional structure. You can alsand error-tolerant searches. (For more information, see SAP Note 176559.) The following are ex mples of possible checks:
Checkincheck, missing elements are added. For example, if you enter only the city, the postal code is added.
When y
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Marketing Attributes
OfficeMultimediaInternet
BeginnerAdvancedExpert
TelephoneE-mailFaxText msg
x
x
x
x
Characteristic Values/Attributes
Entry via SAP CRM or Web shop
YesNo
Application area
Level of expertise
Preferred channel
Newsletter
Attribute group: "PC User"
an attribute can be used for marketing purposes by assigning it to a business partner and
eated specifically within CRM Marketing for
y record marketing attributes for business partners visiting Web shops, enabling
the business partner to be assigned to a marketing profile. In Telesales, they can be used to profile telesales agents.
In CRM, then using it (when modeling target groups) to define the selection conditions for business partner profiles.
Attribute sets are used to group together attributes crmarketing purposes. Each attribute set therefore contains the attributes belonging to a business partner that are relevant for the marketing purpose.
Attribute sets are used in applications such as CRM Web Channel and CRM Telesales. In CRM Web channel, the
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Account classification- Structure
Criteria Attributes Values
Attribute ValueSOrg DChanl Division Country
3020
2200
2200
Wholesale
Partner
High tech
Service
1100
US
DE
Role
Rating
Role
Competitor
CustomerWholesale
Prospect
Role
3120 CA Gold
1000 Rating Silver
Wholesale
Wholesale
Role Customer
classification to classify your accounts according to any criteria. This is ding
ta supplements the normal account
The required criteria can be combined in any way. Each classification category can consist of up to five criteria and as many attributes as you wish.
You can use accountparticularly useful for large enterprises who may want to classify different business areas accorto different criteria.
Account classification is available as an assignment block on the Account page and is a search criterion in the search function. The account classification dadata. The roles in this assignment block are different from those in the Roles assignment block and the rating is separate from the overall rating of the account.
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Customizing the Account Classification
Categories
Criterion 1
Criterion 2
Criterion 3
Criterion 4
Criterion 5
Attribute 1
Attribute 2
Attribute 3
Categories
Category --> Attributes
Category --> Criteria
1. Maintain the list with contents
Categories
Criteria
Attributes
2. Make the assignments
Sales organization
Distribution channel
Division
Country
…
Rating
Role
ACCOUNT
ACCOUNT
Rating
Sales organization
Distribution channel
Country
3. Maintain values
Define Customer Class
ry.
Customizing path: SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Define Account Classification.
SAP provide classification categories for accounts as well as some predefined criteria.
You can assign up to five criteria and any number of attributes to each classification catego
Once a combination of criteria and attributes is assigned to the data it cannot be changed.
It is possible to define your own classification categories. For further information about extending the account classification, see the relevant IMG documentation or SAP Note 1045146.
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Account Life Cycle
Corporate AccountSave Cancel New Show Duplicates More
Account Details
ID: …
Name: …
Life cycle stage:
Freely definablelife cycle stages
Different fields dependingon life cycle stage "Evolution"
stages of a business partner during the life cycle.
the same time.
The account life cycle is delivered as a hidden function and must be activated in the UI configuration tool.
Life cycle stages allow you to retain the differentEach stage represents the specific view at a certain point in time. For example, a business partner may be a prospect before becoming a customer.
A life cycle stage is closely related to a role. A business partner may have several roles attime, but a life cycle stage is the status that the business partner has at a specific point in
An account may be assigned several business partner roles, but just one life cycle stage.
© SAP AG TCRM10 15-16
© SAP AG 2008
Effects of the Account Life Cycle
Role A
Role B
Role C
Life cycle status
Account classification
Fields at header level
Assignment block 1
Assignment block 2
Assignment block n
No effectBusiness unit Country Role
ess
s are
q lationship s→ Business Add-Ins.
ields at account
For more information about using the account life cycle, see SAP Note 1097651.
The settings for the account life cycle are in Customizing:
SAP Implementation Guide → Cross-Application Components → SAP Business Partner → BusinPartner → Basic Settings → Business Partner Roles → Define BP Role Exclusion Groups.
You can define views for each life cycle stage. This means that you can specify which fielddisplayed in the header of each phase and which type of fields are involved (editable, read-only or re uired entry fields). These settings are made in Customizing for Customer ReManagement under Master Data → Business Partner → Accounts and Contact
• Use the BAdI: Configuration of Views activity to make field modifications.
• Use the BAdI: Configuration of Assignments activity to add and remove assignment blocks.
• Use the BAdI: Setting of Attribute Defaults activity to assign default values to fheader level.
© SAP AG TCRM10 15-17
© SAP AG 2008
Account Life Cycle: Stages and Sequences
Potential
Qualified Contact
Stage 1 Customer
Stage 2 Customer
• -on these settings in Customizing under Cross-
business ycle.
• You define a bridge between the roles and you determine a permitted sequence of life cycle stages. You can therefore prevent a business partner returning to an earlier stage.
Definition of life cycles, stages and sequences
You can specify which start stages are set when a business partner is created and which followlife cycle stages are permitted. You can makeApplication Components followed by Business Partner → Basic Settings→ Business Partner Roles→ Define BP Role Exclusion Groups .
• A business partner role exclusion group specifies which roles cannot be assigned to apartner simultaneously. You must define a role exclusion group for the account life c
• You assign the relevant roles to the exclusion group. These are the life cycle stages.
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© SAP AG 2008
Comparison of Account Life Cycle, Roles and Account Classification
NoYesYesInfluences assignment blocks
NoNoYesInfluences header fields
Assignment of several
classification attributes to one account allowed
Assignment of several roles to
one account allowed
Unique account assignmentAccount Assignment
ClassificationRoleLife CycleAttribute
This slide compares some of the characteristics and attributes of the account life cycle, roles and account classification.
© SAP AG TCRM10 15-19
© SAP AG 2008
Additional Functions
OpportunityAccount
Account Buying Center
Corporate AccountSave Cancel Show Duplicates
Sales Area Data New From Template
Templates
Fact Sheets
More
Corporate AccountSave Cancel Show Duplicates More
Fact Sheet/PDF Fact Sheet
or the assignment of
plementation Guide → Customer Relationship Management → Master Data→ → Templates
of their influence
or
or
The UI component for the fact sheet is BSP_DLC_FS. Customers can adjust the UI of the fact sheet to meet their requirements.
Templates:In the first step, you define the required mini-template and enter the corresponding data. These mini-templates are independent of the sales area and cannot be used fsales area dependent data. In the second step, you combine the sales area dependent mini-templates(without data) with the sales area independent mini-templates (with data).
IMG path: SAP ImBusiness Partner
Buying Center:
• Identifies the people involved with the business decision and the degree
• Depicts the relationship set of the people involved in the sales process
• Used to enter the descriptive attributes of each person such as their opinion on their solutiontheir personal value selling
• You can create several buying centers for a business partner. These then form the basis fcreating the corresponding data in an opportunity.
• However, a buying center in the opportunity can be saved as an account buying center.
© SAP AG TCRM10 15-20
© SAP AG 2008
BP50BP50BP40BP40BP30BP30BP20BP20BP10BP10
BP100BP100
BP90BP90BP80BP80BP70BP70BP60BP60
Account hierarchies are mapped with hierarchy trees in CRM.
For example, purchasing collaboration, chains, and so on.
Accounts are also assigned to the hierarchy nodes.
Account Hierarchies
an process hierarchies from the ERP system by assigning
RM. This
mer hierarchy from the ERP back end:
P CRM.
If this download is active, pricing account hierarchies cannot be created in SAP CRM.
Accounts are assigned to defined hierarchy nodes.
Group hierarchies originally maintained in SAP CRM cannot be transferred to the ERP system.
Customer hierarchies from the ERP system can be loaded into SAP CRM, but the changes that can be made to them there are restricted. You cbusiness partners to the nodes. These business partners are only used in processes in SAP Cdata is not transferred to the ERP system.
There are three prerequisites for transferring a custo
• Initial data transfer: object DNL_CUST_THIT
• The SAP ERP customer hierarchy types must be mapped to the CRM business partner group hierarchy types.
• The SAP ECC R/3 table KNVH (customer hierarchies) must be downloaded into SAInitial data transfer: object DNL_BUPA_KNVH.
© SAP AG TCRM10 15-21
© SAP AG 2008
Pricing
Conditions and price agreements are assigned to hierarchy nodes.
Conditions and price agreements apply to all accounts that are assigned to the subordinate hierarchy nodes and are dependent on the Customizing settings for pricing.
Reporting Structure
Business partners are grouped together in a hierarchy for statistical and analytical purposes
BP50BP50BP40BP40BP30BP30BP20BP20BP10BP10
BP90BP90BP80BP80BP70BP70BP60BP60
Discount 3%Discount 3%
BP50BP50BP40BP40BP20BP20BP10BP10 BP90BP90BP80BP80BP70BP70BP60BP60
Hierarchy Categories
ing" or "statistics"
t data at each
s from
Hierarchy nodes and the dependent objects can be moved from hierarchy to hierarchy or copied.
You can create account hierarchies in different categories such as the "priccategory.
An account can be assigned several hierarchies from different categories.
The account hierarchy is sales area-independent, including its different hierarchy levels and nodes.
In an account hierarchy of the "pricing" category, you can store sales area-independenhierarchy level.
The account hierarchy allows you to group accounts in a multilevel group hierarchy.
A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well aaccount to hierarchy node.
Hierarchy nodes and the dependent objects can be moved within the hierarchy.
© SAP AG TCRM10 15-22
© SAP AG 2008
Transferring BP Master Data into the System
BP Master Datain SAP CRM
InternetSelf-Registration
Interaction CenterWebClient
Initial Download from Legacy System
Download from ERP
BI(Leads) Account
Processing in SAP CRM
External ListManagement
SAP CRM Field Applications
er
• ate or
• ess providers must be deleted from the system when a certain number of contacts is reached or when no positive reaction is elicited from the business partner after a certain period of time.
Business Partner data is used in many business transactions. The system proposes business partner master data in the appropriate fields when, for example, you create a sales order in SAP CRM.
• Internet self-registration: Consumers can use this function in the CRM Web Channel to registthemselves. A business partner is created automatically in the SAP CRM system.
CRM mobile client: A sales representative can use the field application function to crechange business partner data (such as the contact). The data is transferred when the sales representative synchronizes the local data on their laptop with the SAP CRM system.
• SAP CRM Interaction Center: An agent can use the Interaction Center WebClient to create or change account information.
• Processing business partners in SAP CRM: Users can create or change business partners directlyin the SAP CRM system.
• SAP NetWeaver BI (leads): This allows you to import lists into SAP NetWeaver BI which you can then transfer to the CRM system using the Segment Builder.
External list management: When this scenario is used, addresses obtained from addr
© SAP AG TCRM10 15-23
© SAP AG 2008
The account group of the customer master defines the following:
The number range
Processes a customer can be used for (partner functions)
Field attributes (for example, required entry fields)
The account group of the The account group of the customer master defines the customer master defines the following:following:
The number rangeThe number range
Processes a customer can be Processes a customer can be used for (partner functions)used for (partner functions)
Field attributes (for example, Field attributes (for example, required entry fields)required entry fields)
GroupingDetermines the number range
Business Partner RoleBusiness contextDetermines the classification implicitly with regards to data distribution
ClassificationDefines which account groups are assigned to a business partner
GroupingGroupingDetermines the number rangeDetermines the number range
Business Partner RoleBusiness Partner RoleBusiness contextBusiness contextDetermines the classification Determines the classification implicitly with regards to data implicitly with regards to data distributiondistribution
ClassificationClassificationDefines which account groups are Defines which account groups are assigned to a business partnerassigned to a business partner
Customer vs. Account/SAP Business Partner
SAP ECC SAP R/3 SAP CRM
M is
in r with
, regardless of their role. However, the necessary data must be maintained beforehand (for example, a business partner can only be used as a sold-to party when pricing data is maintained).
SAP ECC (R/3) and SAP CRM have different data models: the business partner concept in CRmore flexible than the customer master in SAP ECC (R/3). The ERP system and SAP CRM also have different concepts for the number range assignment: the data display and the data usage.
SAP ECC (R/3) and SAP CRM also have two different concepts for the use of business partnersbusiness processes (for example, in an order). In the ERP system you can only use a customethe correct account group (for example, sold-to party). In SAP CRM you can use any business partner for a specific purpose
© SAP AG TCRM10 15-24
© SAP AG 2008
Account groupBP RolePartner Role
Classification
Customer 0001Sold-to party
Prospect
Competitor
Consumer
Mapping of Classifications and Account Groups
Sold-to party
Ship-to party
Bill-to party
Payer
ERPCRM
Prospect 0005
Competitor 0006
Consumer 0170
(R/3).
e
You can make system settings so that business partner data (such as customers) have the same numbers in both systems.
Mapping exists between business partners in SAP CRM and ERP customers (in both directions). You can display and configure this mapping using transaction PIDE in the ERP system.
You should create your own account group for the data transfer from SAP CRM to SAP ECC
You cannot define your own classifications. The Classification field is not displayed in thstandard CRM WebClient UI, but it can be shown.
The classification is derived from the role category (each role is assigned a role category).
In SAP CRM, the roles sold-to party, ship-to party, bill-to party and payer are assigned to the Customer classification and the customer is assigned to exactly one account group.
© SAP AG TCRM10 15-25
© SAP AG 2008
Enhancement Options
CustomizingSetting up number assignment (grouping)
Forms of address
Identification numbers
UI ConfigurationDeclaring fields as required entry fields
Hiding fields or making hidden fields visible
Enhancements with the Easy Enhancement WorkbenchCreating new customer-specific fields
partner:
eneral UI configuration of the CRM WebClient UI. The main features of this are discussed in the last unit of this course and are described in detail in the course CR580 SAP CRM User Interface.
There are two nodes in Customizing that contain activities which are specific to the business
• SAP Implementation Guide → Cross-Application Components → SAP Business Partner
• SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner
UI configuration means the g
© SAP AG TCRM10 15-26
© SAP AG 2008
Easy Enhancement Workbench (Example)
New fields
New table
lp you to
system you can s order).
ed for the Easy Enhancement Workbench:
BAP Dictionary
ains
or fields
Use transaction NEEWB to call the Easy Enhancement Workbench. Use transaction /nEEWB to call the Easy Enhancement Workbench.
The Easy Enhancement Workbench is a development environment with wizards which headd user-defined fields and tables to some of the standard SAP business objects. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This applies to the whole system; therefore, when you add to the CRMalso make additions to the connected SAP ERP system (for example, during the sale
Some examples of the functions generat
• Additions to the A
• Application table
• Data elements and dom
• Check table f
• Search help
• APIs for reading, changing, deleting
© SAP AG TCRM10 15-27
© SAP AG 2008
Account Management: Summary
You are now able to:Explain the concept of Account Management
Explain the concept of the SAP Business Partner
Describe the relationships between accounts
Describe account classification and the account life cycle
Describe account hierarchies
Explain the data exchange for business partners
Describe possible enhancements
© SAP AG TCRM10 15-28
© SAP AG TCRM10 15-29
Exercises
Unit: Account Management Topic: Account Maintenance
At the conclusion of this exercise, you will be able to:
• Maintain accounts in the application
• Explain the concept of business partners in the SAP CRM system
business partner relationships
You also analyze the integration with your ERP system and investigate the data exchange between SAP CRM and SAP ERP.
1-1 f
1-1-1 .
priate fields:
onds to your group number).
You want to maintain business partners and(contacts) for your trade fair business. You familiarize yourself with the basic properties of CRM business partners.
One o your trade fair contacts wants to place an order in a few days. Add a newcorporate account in CRM accordingly.
Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system
Enter the following information in the appro
(## corresp
Account Details
Name 1 ##Stockmann
Street/House Number Rue ##
Postal Code 750##
City Paris
Country FR
Language French
Transport Zone Central France
a) Assign the role of Sold-To Party to your account.
b) Maintain the Sales Area Data in the relevant assignment block.
Select the sales area s
IDES CRM Training Company and Final customer ales. Leave the division field blank.
© SAP AG TCRM10 15-30
Enter shipping information.
Shipping Own data (checkbox)
Incoterms Free house
Delivery Priority High
Shipping conditions Standard
Enter billing information.
Billing Own data (checkbox)
Customer Pricing Procedure Standard
Currency EUR (Euro)
Terms of Payment Pay immediately wdeduction
/o
Customer Price Group stomers New cu
Price List Type Retail
c) Maintain the Tax Classification Choose country
in the relevant assignment block. France (FR), tax type MWST and tax group FULL.
_________________ [→ Data sheet]
1-1-2 k whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this.
Save the account.
_
Chec
:
Administration → Monitoring BP Data Exchange
The SAP GUI has an administration transaction which can also be used to monitor the business partner data exchange
SAP Menu → Master Data → Business Partner →
Optional:Log on to the SAP ERP system and display the customer ##Stockmann.
SAP Menu → Logistics → Sales and Distribution → Master Data →Business Partner →
Customer → Display → Sales and Distribution
(transaction VD03)
© SAP AG TCRM10 15-31
1-1-3 Stockmann has informed you that they have an additional address for the
goods receipt. Enter the following additional address in the CRM system.
Address
Street/House Number A Rue ##
Postal Code 750##
City Paris
Country FR
Goods receipt Address Type
Save your data.
1-1-4 ann is
a) Add Michael ##Contact in account maintenance as a Contact.
Your contact in the purchasing department of the customer ##StockmMichael ##Contact.
Title Mr.
First Name Michael
Last Name ct ##Conta
Language French
Function Buyer
Department Purchasing
Save your entries.
You can see the number of the contact if you choose Edit actions ( ) to
b) Has the contact person relationship also been created in the ERP system? Display the customer master.
call the contact details again.
Contact ID _______________ [→ Data sheet]
© SAP AG TCRM10 15-32
© SAP AG TCRM10 15-33
Exercises
Unit: Account Management Topic: Customizing of Address Types
At the conclusion of this exercise, you will be able to:
• Set up a new address type in Customizing and use it in the account application.
rd gn address types
to these addresses. These address types can be used so that different addresses can be determined in the business transactions.
2-1 ddress type to use in the account application. You will ress in
in
2-1-4 Test your settings in the application and add another address to the account. Assign the new address type to this address.
You want to create and use additional addresses as well as the standaaddress for the accounts in the CRM system. You can assi
You want to set up another ause this new address type later on in the course to determine a specific addyour business transactions.
2-1-1 Create the new transaction ZZ## with the description ##Payer in Customizing for address determination.
2-1-2 Create the new address type ZZ## with the short description ##PayerCustomizing for address determination.
2-1-3 In Customizing, assign transaction ZZ## to address type ZZ##.
© SAP AG TCRM10 15-34
© SAP AG TCRM10 15-35
Exercises
Unit: Account Management Topic: Templates for Sales Areas
ou will be able to:
ni-
At the conclusion of this exercise, y
• Create different mini-templates
• Create a new template for sales area data and assign this a mitemplate
• Create sales area data for an account using the new template
d you often maintain the same sales area data. You therefore decide to create a template which contains the standardized sales area data.
2-2
2-2-1 application
p K (customer) and
2-2-2 application ent.
template ##Sales.
ave the mini-template and do not transport it.
You use a large number of accounts in the CRM system an
You want to create and use a template for the sales area data.
Create the mini-template ##Sales for the Business Partner object and mini-template type Sales, Attributes.
a) Maintain the template description ##Sales attributes.
b) Add a line with the attributes Customer GrouIncompleteness Group HTX1 (first BP group).
Save the mini-template and do not transport it.
Create the mini-template ##Sales for the Business Partner object and mini-template type Sales, Sales Area Assignm
a) Maintain the template description ##Sales, Sales Area.
b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-
S
You can skip exercises 2-2-3 to 2-2-6. If you do skip them, your template for the sales area data will consist of “only” sales attributes.
Ideally, a template should consist of sales attributes, shipping attributes and billing attributes. The procedure for creating the different mini-templates is similar. Therefore, you can also skip the following four sub-exercises.
2-2-3 lication
Create the mini-template ##Sales for the Business Partner appobject and mini-template type Shipping, Attributes.
© SAP AG TCRM10 15-36
a) Maintain the template description ##Shipping attributes.
(not free), Shipping
2-2-4
.
2-2-5 tion
iption ##Billing attributes.
ing Procedure 1
2-2-6
ales Area.
ini-template and do not transport it.
late for Sales Assign the mini-templates that you have just created to this
2-2-8 Test your settings in the application as create a new account.
In the Sales Area Data assignment block, choose
b) Add a line with the attributes Incoterms UN Condition 02 (standard) and IDES CRM Training Company; Final customer sales; --] Delivery Priority Normal.
Save the mini-template and do not transport it.
Create the mini-template ##Shipping for the Business Partner application object and mini-template type Shipping, Sales Area Assignment.
a) Maintain the template description ##Sales, Sales Area
b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Shipping.
Save the mini-template and do not transport it.
Create the mini-template ##Billing for the Business Partner applicaobject and mini-template type Billing, Attributes.
a) Maintain the template descr
b) Add a line with the attributes Customer Pric(Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction).
Save the mini-template and do not transport it.
Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Sales Area Assignment.
a) Maintain the template description ##Billing, S
b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Billing.
Save the m
2-2-7 Create the template ##Template with the description ##TempArea Data. template.
New from Template.
© SAP AG TCRM10 15-37
Solutions
Topic: Account Maintenance
1-1 f y
1-1-1 in the sold-to party role. The business partner ally by the system.
priate fields:
( your group number).
Unit: Account Management
One o our trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly.
Create a new corporate accountnumber/ID is assigned automatic
Choose Account Management.
Choose Create → Corporate Account.
Enter the following information in the appro
## corresponds to
Account Details
Name 1 ##Stockmann
Street/House Number Rue ##
Postal Code 750##
City Paris
Country FR
Language French
Central France Transport Zone
Choose ENTER.
a) our account.
Role: Sold-To Party.
Assign the role of Sold-To Party to y
Choose the Roles assignment block.
© SAP AG TCRM10 15-38
b) pany and Final
rea Data assignment block.
Maintain the sales area data in the relevant assignment block.
Select the sales area IDES CRM Training Comcustomer sales. Leave the division field blank.
Choose the Sales A
Choose New.
ose: pany; Final customer sales; --]
Enter shipping information.
Sales Org. ID: Use the input help.
In the list of available sales areas, cho[IDES CRM Training Com
Shipping
Incoterms 1 FH (Free house)
Delivery Priority High
Shipping conditions tandard S
Billing
Customer Pricing Procedure Standard
Currency EUR (Euro)
Terms of Payment Pay immediately wdeduction
/o
Customer Price Group stomers New cu
Price List Type Retail
Choose Back.
c Maintain ent block. Choose p FULL.
ax Classification
g the input help)
FULL
__________________ [→ Data sheet]
the Tax Classification in the relevant assignmcountry France (FR), tax type MWST and tax grou
Choose the T assignment block.
Country ID: FR (usin
Tax Type ID: MWST
Tax Group ID:
Save the account.
© SAP AG TCRM10 15-39
1-1-2 unt has been transferred to the ERP system in the Use the Identification Numbers assignment block to do this.
t.
mann.
and ERP numbers correspond in the training system.
Check whether the accoWebClient UI.
Choose Home.
Choose Account Managemen
Choose Search → Accounts.
Search for the account you just created called ##Stock
Open the Identification Numbers assignment block.
If the data has been transferred successfully to the connected ERP system, an R/3 Customer Number entry is displayed.
The CRM
Optional:Log on to the SAP ERP system and display the customer ##Stockmann.
→ Logistics → Sales and Distribution → Business SAP Menu → Master Data Partner → Customer ales and Distribution (t→ Display → S ransaction VD03)
<Number of account>
Double-click this line and choose Continue (
Customer:
Choose Customer’s sales areas....
At least one row should be displayed.
).
1-1-3 al address for the goods the CRM system.
Choose the Addresses assignment block and choose
Stockmann has informed you that they have an additionreceipt. Enter the following additional address in
Search for and open your account ##Stockmann.
New.
Address
Street/House Number A Rue ##
Postal Code 750##
City Paris
Country FR
Address Type
Select this address type from the dropdown list.
Goods receipt
Choose B k (ac ).
Choose Save.
1-1-4 nn is
a) as a Contact.
kmann.
Your contact in the purchasing department of the customer ##StockmaMichael ##Contact.
Add Michael ##Contact in account maintenance
Search for and open your account ##Stoc
© SAP AG TCRM10 15-40
Choose the Contacts assignment block.
Choose New.
Title Mr.
First Name Michael
Last Name act ##Cont
Language French
Function Buyer
Purchasing Department
Save your entries.
You can see the number of the contact if you choose Edit actions ( ) to call the contact details again.
Contact ID _______________ [→ Data sheet]
Has the contact person relab) tionship also been created in the ERP system?
→ Logistics → Sal aster Data → → Customer Display Sales and Distribution
Choose Continue.
In General Data, the contact that you just created in CRM should be displayed on the Contact Person tab page.
Display the customer master.
Yes, the CRM contact has been created in the ERP system, but it has a different account number.
SAP Menu es and Distribution → M→ →Business Partner
(transaction VD03)Customer: <Number of account>
© SAP AG TCRM10 15-41
Solutions
Topic: Customizing of Address Types
2-1 ddress type to use in the account application. You will ress in
2-1-1 e
→ Configuration →
p→ Basic Settings → Address
e Transactions
Unit: Account Management
You want to set up another ause this new address type later on in the course to determine a specific addyour business transactions.
Create the n w transaction ZZ## with the description ##Payer in Customizing for address determination.
SAP Menu → Architecture and Technology Customizing
Choose SAP Reference IMG.
SAP Implementation Guide → Cross Ap lication Components → SAP Business Partner → Business Partner Determination → Defin
Choose Execute ( ).
saction:
##Payer
2-1-2
Basic Settings → Address e Address Types
Choose New Entries.
Business Tran ZZ##
Description:
Choose Save.
Create the new address type ZZ## with the short description ##Payer in Customizing for address determination.
SAP Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner →Determination → Defin
Choose Execute ( ).
tries.
e:
me
ess
Leave blank
2-1-3
ne→ Address
Choose New En
Address Typ ZZ##
Short na ##Payer
Name: ##Payer addr
Several uses:
Choose Save.
In Customizing, assign transaction ZZ## to address type ZZ##.
SAP Implementation Guide → Cross Application Compo nts → SAP Business Partner → Business Partner → Basic Settings Determination → Assign Transaction to Address Type
© SAP AG TCRM10 15-42
Choose Execute ( ).
Choose New Entries.
action: ZZ##
2-1-4 Test your settings in the applicati t.
Search for and open your account ##Stockmann.
C ssignment block and choose
Business Trans
Address Type: ZZ##
Choose Save.
on and add another address to the accounAssign the new address type to this address.
New. hoose the Addresses a
Address
Street/House Number B Rue ##
Postal Code # 750#
City Paris
FR Country
Address Type
Choose Back ( ).
Choose Save.
© SAP AG TCRM10 15-43
Solutions
Topic: Templates for Sales Areas
2-2
2-2-1 Create
→ Configuration →
n → → Templates → Maintain Mini-
plate.
ype: LES_ATTR
##Sales
late description ##Sales attributes.
Unit: Account Management
You want to create and use a template for the sales area data.
the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Attributes.
SAP Menu → Architecture and Technology Customizing Choose SAP Reference IMG.
SAP Impleme tation Guide → Customer Relationship Management Master Data → Business Partner Templates
Choose Create Tem
Application Object: BUPA
Mini-Template T CRM_SA
Mini-Template:
Choose ENTER.
a) Maintain the temp
Choose Text ( ).
Template Description: ##Sales Attributes
b) Add a lin tes Customer Group K (customer) and p X1 (first BP group).
(
Choose Continue.
e with the attribuIncompleteness Grou HT
Choose Insert Line ).
s Group: HTX1
t Mini-Template” dialog box is displayed.
2-2-2 Create for the Business Partner application e Sales, Sales Area Assignment.
plate.
ype: LES_SA
Customer Group 3. K
Incompletenes
Choose Save.
Choose No when the “Transpor
Stay in template maintenance.
the mini-template ##Salesobject and mini-template typ
Choose Create Tem
Application Object: BUPA
Mini-Template T CRM_SA
© SAP AG TCRM10 15-44
Mini-Template: ##Sales
Choose ENTER.
a) Maintain the template description ##Sales, Sales Area.
Choose Text ( ).
Template Description: ##Sales, Sales Area
Choose Continue.
organization [IDES CRM Training Company; ign it the mini-template ##Sales.
b) Add a row with the les saFinal customer sales ] and ass; --
Choose Insert Line ( ).
Choose Insert Line ( ) again.
ue.
plate” dialog box is displayed.
2-2-3 Create ##Sales for the Business Partner application late type Shipping, Attributes.
ate.
ct:
pe: CRM_SHIPPING_ATTR
descript s.
Use the input help to assign sales organization IDES CRM Training Company; Final customer sales; --.
Choose Contin
Mini-Template: ##SALES.
Choose Save.
Choose No when the “Transport Mini-Tem
the mini-template object and mini-temp
Choose Create Templ
Application Obje BUPA
Mini-Template Ty
Mini-Template: ##Shipping
Choose ENTER.
a) Maintain the template ion ##Shipping attribute
Choose Text ( ).
Template Description: ##Shipping Attributes
Choose Continue.
utes Incoterms UN (not free), Shipping 02 (standard) and Delivery Priority Normal.
b) Add a line with the rib attCondition
Choose Insert Line ( ).
ition: 02
Incoterms UN
Shipping Cond
Delivery Priority: Normal
Choose Save.
Choose No in the "Transport Mini-Template" dialog box.
Stay in template maintenance.
© SAP AG TCRM10 15-45
2-2-4 te ##Shipp tner application emplate type Shipping, Sales Area Assignment.
mplate.
: CRM_SHIPPING_SA
Create the mini-templa ing for the Business Parobject and mini-t
Choose Create Te
Application Object: BUPA
Mini-Template ype T
Mini-Template: ##Shipping
Choose ENTER.
a) Maintain the template description ##Sales, Sales Area.
Choose Text ( ).
Template Description: ##Shipping, Sales Area
(
Choose Continue.
b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Sales.
Choose Insert Line ).
ne (Choose Insert Li ) again.
help to assign the sales organization IDES CRM Training
ate" dialog box.
2-2-5 te ##Billin application emplate type Billing, Attributes.
mplate.
: CRM_BILLING_ATTR
Use the input Company; Final customer sales; --. Choose Continue.
Mini-Template: ##Shipping.
Choose Save.
Choose No in the "Transport Mini-Templ
Create the mini-templa g for the Business Partnerobject and mini-t
Choose Create Te
Application Object: BUPA
Mini-Template ype T
Mini-Template: ##Billing
Choose ENTER.
a) Maintain the template description ##Billing Attributes.
Choose Text ( ).
Template Description ##Billing Attributes
es Customer Pricing Procedure 1 Currency EUR (Euro Terms of Payment 0001 (Pay
uction).
Line (
:
Choose Continue.
b) Add a line with the attribut(Standard), ) and immediately w/o ded
Choose Insert ).
Customer Pricing Procedure 1
© SAP AG TCRM10 15-46
Currency: EUR
Terms of Payment: 0001
aintenance.
2-2-6 Create plate ##Billing for the Business Partner application mplate type Billing, Sales Area Assignment.
BUPA
##Billing
Choose Save.
Choose No in the "Transport Mini-Template" dialog box.
Stay in template m
the mini-temobject and mini-te
Choose Create Template.
Application Ob ct: je
Mini-Template Type: CRM_BILLING_SA
Mini-Template:
Choose ENTER.
a) Maintain the template description ##Billing, Sales Area.
Choose Text ( ).
Template Description: ##Billing, Sales Area
n [IDES CRM Training Company; es; --] and assign it the mini-template ##Billing.
ne (
Choose Continue.
b) Add a row with the sales organizatioFinal customer sal
Choose Insert Li ).
Choose Insert Line ( ) again.
Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales; --. Choose Continue.
ort Mini-Template" dialog box.
2-2-7 Template with the description ##Template for Sales Assign the mini-temp have just created to this
on Guide → Customer Relationship Management → Business Partner → Templates → Assign Mini-
emplates
s Area Data
Mini-Template: ##BILLING
Choose Save.
Choose No in the "Transp
Create the template ##Area Data. lates that you template.
SAP Implementati→Master Data
Templates to TChoose w Entries. Ne
Template: ##Template
Description: ##Template for Sale
Choose ENTER.
Choose Save.
Select ( ) the new entry ##Template.
© SAP AG TCRM10 15-47
In the dialog structure, double-click Templates → Mini-Templates
CRM_SALES_SA Mini-Template Type:
Choose ntinue (Co ).
Confirm the next dialog box.
Choose New Entries.
##Sales, Sales Area Mini-Template:
Choose Save.
Choose Back ( ) twice.
Select ( ) the n plate. ew entry ##Tem
ructure, double-click Templates → Mini-Templates
CRM_SHIPPING_SA
In the dialog st
Mini-Template Type:
Choose ntinue (Co ).
Confirm the next dialog box.
Choose New Entries.
##Shipping, Sales Area Mini-Template:
Choose Save.
Choose Back ( ) twice.
Select ( ) the n plate. ew entry ##Tem
ructure, double-click Templates → Mini-Templates
CRM_BILLING_SA
ue (
In the dialog st
Mini-Template Type:
Choose Contin ).
hoose Save.
Choose Back (
Confirm the next dialog box.
Choose New Entries.
Mini-Template: ##Billing, Sales Area
C
) twice.
Choose Save.
2-2-8 Test your settings in the application as create a new account.
Create a new corporate account according to the previous solution.
In the Sales Area Data assignment block, choose New from Template.
© SAP AG TCRM10 15-48
© SAP AG TCRM10 16-1
© SAP AG 2008
Organizational Management: Overview Diagram
9. Pricing Fundamentals
10. CRM Billing
11. CRM Middleware
12. CRM WebClient UI
Unit1. SAP CRM 2007 – Overview
2. Account Management
3. Organizational Management
Appendix
4. Product Master
5. Transaction Processing
6. Activity Management
7. Partner Processing
8. Actions
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© SAP AG 2008
Organizational Management
Organizational Model
Determination of Organizational Data in Transactions
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© SAP AG 2008
Organizational Management: Unit Objectives
At the end of this unit, you will be able to:Explain the use of the organizational model in SAP CRM
Maintain an organizational model
Explain the process of organizational data determination
Describe and define determination rules
Create an organizational data profile
© SAP AG TCRM10 16-4
© SAP AG 2008
You are responsible for mapping the organizational structure of your company (marketing, sales and service) in the CRM organizational model.You have to create a new organization model, but you also have to map parts of the organizational structure of the existing SAP ERP system in the CRM system.You set up automatic organizational determination to automate your sales and service processes as much as possible.
Organizational Management: Business Scenario
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© SAP AG 2008
What is Organizational Management?
Organizational Management allows you to:
Map your marketing, sales and service structure
Characterize your organizational units by organizational and general attributes
Define rules to determine the responsible organizational unit
nizational structure. Using this n
ructure in a business transaction. It can also be used to determine business partners;
for example, you can find the employee responsible for a certain business transaction (partner determination).
You can use organizational management to set up the company’s orgaflexible tool you can maintain the company structure, including the positions and employees in aapplication, and assign specific attributes to the organizational units.
Organizational management allows the automatic specification of organizational data using the organizational st
© SAP AG TCRM10 16-6
© SAP AG 2008
Aim of Organizational Management
An activity (call) is created in an interaction center.
The system uses the postal code of the client's address (for example) to determine the sales office and the sales person responsible for the client automatically.
For example:
Relevant organizational units are determined automatically when a transaction is created
"
telephone
An agent in this office can get in contact with the customer, create a quotation and so on.
In this example, a prospect calls an insurance company and asks, "Can you insure my new house?
The interaction center agent creates an activity and takes down the name, address and number of the prospect.
The system uses the postal code to find the sales office responsible for this customer.
© SAP AG TCRM10 16-7
© SAP AG 2008
Sales US West
IDES Inc.
IDES US
Sales US
Org.unit
Org.unit
Marketing US
Org.unit
Org.unit
Sales US East
Org.unit Internet Denver San Diego
Org.unit
Organizational Model: Example
Service US
IDES DE
Sales organization Service organization
Service team US1
Sales Office
Position Sales manager Sales employee
IDES UK
structure in the ERP cture of the CRM system.
d
matically creates an
For example, a new sales office will open on the first of January next year. You can define this sales office and assign it an organizational model today.
You can edit the organizational model using the CRM WebClient UI.
The organizational structure in the CRM system can be different from thesystem. There are no restrictions on the levels that can be used in the stru
You cannot map a matrix structure with the CRM organizational model.
Validity periods can be specified when creating organizational objects and object attributes, anwhen assigning organizational objects and object characteristics.
Organizational units can be created as business partners. The system autoaccount for an organizational unit with the role "Organizational unit."
You can specify validity periods when editing the organizational model.
© SAP AG TCRM10 16-8
© SAP AG 2008
Kate Kimbell
Salesmanager
Organizational objects are used for the design of organizationalmanagement when creating an organizational model.
Organizational Objects
Organizational unit:Functional unit of a company
Linwood ?Great Britain
Manchester office
Sales organization
Sales office
Position:Functional task distribution of individual items
Group 1
Position
Holder
e linked to pany.
an organizational plan. Organizational units are functional
and their report structures in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the sales manager for Europe.
Organizational objects are used for modeling an organizational plan. They can bhierarchies to form functional relationships in the organizational plan for your com
There are two types of organizational objects: organizational units and positions.
Organizational units form the basis ofunits of a company. Depending on how a company is organized, the organizational units may be departments, groups or project teams.
Positions show the functional task distribution of individual items
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© SAP AG 2008
General AttributesFunctions
Functions and Attributes of an Organizational Unit
One or more functions can be assigned to an organizational unit.
Used to define the responsibilities of an organizational unit.
Used to define the type of organizational unit.
Examples:Sales organizationSales officeSales groupService organizationMarketing organization
Examples:CountryDivisionDistribution channelPostal codeTransaction type
Several general attributes can be assigned to an organizational unit
tes to organizational units when creating your organizational hich means you can maintain
ional unit.
You may define additional attributes for your company (table/view T77OMATTR).
If you specify a function for an organizational unit, this information is inherited by the lower-level organizational units.
You can assign certain general attribustructure. General attributes are always related to a specific function, wdifferent attributes for each function.
General attributes define the responsibilities of an organizat
You can assign several attributes to an organizational unit.
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© SAP AG 2008
Functions for Sales
Sales organization
Sales office
Sales group
This involves an organizational unit in sales that structures the company according to sales requirements.It is responsible for the success of a sales area.
This location is responsible for sales of products and services in a particular area.
Group of sales employees who are responsible for specific products or services.A sales group has different areas of responsibility in a sales office.
leading organizational unit for sales. You must always define at least rocesses for sales and
Sales offices and sales groups are used to map the internal organization.
The sales organization is the one organizational unit as a sales organization in order to map standard pservice in the CRM system.
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Functions for Service
Service Organization
Service Team
This is the organizational unit in the service area in which services are planned and prepared.The service organization is responsible for the success of a service area.
This is the organizational unit to which service employees are assigned according to tasks and other criteria. It performs service tasks at customer sites (for example, service technician group).
The service team is a service group, which executes the service tasks. It is relevant for resource planning.
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© SAP AG 2008
Function for Marketing
Marketing Organization
The marketing organization is a characteristic of the marketing plans and campaigns. You can use it to define how your enterprise structures the responsibilities for the marketing activities.
• ple, you can use the marketing organization to determine the o the
• paign
ll
• ing to distribute key figures over multiple levels. For
• Reporting: You can use the marketing organization for reporting. For example, you can measure the success of a particular organizational unit.
You can use the marketing organization characteristic as follows:
• For authorization checks: You can use the marketing organization in authorization checks, for example, to determine whether a user is authorized to change a particular campaign.
• For automatically entering and checking marketing attributes: The system can use the marketing organization to make standard entries for particular fields in the available marketing planner.
For partner determination: For examsuitable marketing manager for the assigned marketing organization and then to assign this tcampaign (on the partner tab page).
Workflow routing: You can assign a marketing organization to a campaign and then start a workflow based on the attributes of the campaign. For example, you set the status of a camwith a particular product category to "For Approval". The system forwards a workflow item to ausers that are assigned to a marketing organization with this particular product category.
Cost planning: You can use the cost plannexample, you can use the marketing organization to distribute the costs of a campaign over multiple marketing organizational units.
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© SAP AG 2008
Organizational Unit: O 50001243 Paris Office
Functions and General Attributes: Example
Scenario: SalesFunction: Sales officeGeneral Attributes: Distribution channel: 10
Country: FRRegion: 75, 91 - 95
Scenario: Service
Function: Service organization
General Attributes: Country: FRRegion: 01 - 99
Scenario: Marketing
Function: Marketing organization
General Attributes: Country: FRProduct Category: Monitors
that is responsible for the following:
nel 10 (final customer sales)
In the marketing scenario, the Paris office is a marketing organization that is responsible for the country France and products in the Monitors category.
The Paris office is responsible for several areas: sales, service and marketing.
In the Sales scenario, the Paris office is a sales office
Distribution chan
Country: France
Region: 75 (Paris), 91-95
In the service scenario, the Paris office is a service organization that is responsible for the countryFrance.
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© SAP AG 2008
Organizational Management: Overview
Sales Org.O 50001243
Order
WIZARD
How to define organizational management
Step 1:
Define the organizational structure: (create: Customizing; change: Customizing or master data)
Create organizational units and positions Assign organizational and general attributes
Step 2:
Make the customizing settings for automatic determination of organizational units in transaction documents
Step 3:
Automatic determination in the transaction (performed by the system)
• s.
• When you create a transaction, the system determines the organizational data according to your Customizing settings. You can change or enhance the organizational units manually.
Defining organizational management:
Define your organizational structure. You must create your organizational units, assign theattributes and positions, and determine the holderYou must create a new organizational structure in Customizing. You can change existing organizational structures within the master data.
• Use the wizards to help you make the Customizing settings for automatic organizational data determination.
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© SAP AG 2008
Determining the Responsible Organizational Unit (1)
Transaction
Organizational data
Responsible organizational unit
Manual entry
Customizing
Customizing
Automatically via responsibility
Automatically via organizational model
or
or
then
All other organizational units derived from the responsible organizational unit
Sales organization
Distribution channel
Service organization
utomatic organizational data determination. There are two ed in the following slides:
• Organizational model determination rules
Users can enter the relevant organizational data for each transaction manually (no automatic determination).
You can define rules in Customizing for adifferent rule types which will be describ
• Responsibility determination rules
© SAP AG TCRM10 16-16
Determining the Responsible Organizational Unit (2)
© SAP AG 2008
Evaluated Attributes(fill container)
Country: FRRegion: 75
Container Elements
Country,region
Organizational Model
Potential organizationalunits are searched for
in the organizational model
Search criteriaSales Order
Business partners(for example,M
Transaction Type
Organizational data profile
Determination ?rule. J. Leconte
from Paris,75 France)
The
org.
uni
t fou
nd is
upd
ated
or
ResponsibilitiesDirect specification of the
responsibleorganizational unit
action, the system reads the organizational data le is
re are two types of determination rule for determining the responsible
to determine the organizational data depends on the scenario because an
IMG path: SAP Implementation Guide Customer Relationship Management Master Data Organizational Management Organizational Data Determination Change Rules and Profiles
To determine the organizational data in a transprofile that was assigned to the transaction type used in Customizing. A determination ruderived from this organizational data profile.
In SAP CRM, theorganizational units: organizational model and responsibilities. These are described in thefollowing slides.
The method used organizational unit in the sales scenario has different attributes from an organizational unit in the service scenario.
The organizational data of the transaction header may be copied at item level. There is no separate organizational data determination at item level.
© SAP AG TCRM10 16-17
© SAP AG 2008
Determination Rule - Responsibility: Example
TransactionBusiness partner: Bardot
Organizational data
Responsible OU: Team 1
Sales organization: Sales FR
Distribution channel: 10
Determination rule (organizational data profile)
Responsibility:
1.) A – K Team 1
2.) L – Z Team 2
Container:
Name
Sales FR
Team 1
Organizational model
Function: Sales organization/ distribution channel 10
Sales organization: FR
Distribution channel: 10
Team 2 Sales organization: FR
Distribution Ch
1.
3.4.
annel: 10
2.
2. ata s in turn assigned to the current transaction type), results in responsible
s partners with the
4. pped in the organizational model with the (inherited) characteristics sales organization FR and distribution channel 10. This information is also transferred to the corresponding fields of the transaction.
1. A transaction with business partner Bardot is entered.
In the above example, the Responsibility determination rule that is assigned to the organizational dprofile (which iorganizational unit Team 1. This is because this team is responsible for businesnames A to K.
3. Team 1 is transferred to the transaction as the responsible organizational unit.
Team 1 is ma
© SAP AG TCRM10 16-18
© SAP AG 2008
Determination Rule - Organizational Model: Example
TransactionBusiness partner: Bardot
Organizational data
Responsible OU: Team 1
Sales organization: Sales FR
Distribution channel: 10
Determination rule (organizational data profile)
Container:
Name
Organizational model
Rule definition:
Search module
1.
2.
Sales FR
Team 1
Function: Sales organization/ distribution channel 10
Sales organization: FR
Distribution channel: 10
Name: A – K
Team 2 Sales organization: FR
Distribution channel: 10
Name: L – Z
Team 2 Sales organization:
Distribution channel: 10
Name: L – Z
3.4.
2. data profile, which in ermination rule then searches the entire matching attributes.
4. pped in the organizational model with the (inherited) characteristics sales organization FR and distribution channel 10. This information is also transferred to the corresponding fields of the transaction.
1. A transaction with Business Partner Bardot is entered.
The organizational model determination rule is assigned to an organizationalturn is assigned to the current transaction type. This detorganizational model for organizational units that have
3. Team 1 is found as the responsible organizational unit.
Team 1 is ma
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© SAP AG 2008
Organizational Data Determination: Overview
ApplicationCustomizing
Determination Rule
Organizational Data Profile
Transaction Type
Determination according to the attributes of the organizational units
Organizational model must be defined with attributes
Responsibilities can be assigned directly
Only organizational units, no attributes required
Rule Type: Organizational ModelRule Type: Responsibilities
owing steps:
RGMAN_14) nal
etermination rules and the organizational data profiles in Customizing. In addition, you specify the determination rules and assign the organizational data profile to your transaction type.
Organizational data determination (always at header level) includes the foll
• The system reads the transaction type, for example, standard order TA.
• The system reads the organizational data profile that is assigned to transaction type TA, for example, 0000001 (Sales).
• The system reads the determination rules that are assigned to the organizational data profile.
Several standard determination rules are available. For example, rule 10000144 (Ochecks for maintained sales areas of the business partner and finds corresponding organizatiounits (similar to the ERP organizational data determination in sales transactions).
You define your d
© SAP AG TCRM10 16-20
© SAP AG 2008
You can create the organizational model automatically.
A prerequisite for the automatic generation is that no organizational model already exists in the CRM system, because existing organizational models could be overwritten.
The generation program can only be executed once. There is no subsequent delta download.
Automatic Generation of the Organizational Model
Company code
Division
Distribution channel
Sales organization 1000
10
01 02 0201
1020
2000
Root node
1000
OU 3OU 2
2000
OU 120/0110/01
10/0210/02
Sales structure in SAP ERP Organizational model in CRM
ales
If you wish to use HCM (formerly HR) and you have maintained the organizational plan there, you can distribute this organizational plan to SAP CRM with Application Link Enabling (ALE).
Customizing path: SAP Implementation Guide Customer Relationship Management Master Data Organizational Management Data Transfer Copy SAP ECC Sales Structure.
The transfer of the ERP sales structure is a copying process that is started using a report. The sstructure currently valid in the ERP system is transferred.
After the organizational model is generated, the data must be processed further in SAP CRM. Changes in the ERP sales structure are not transferred after the report is executed.
© SAP AG TCRM10 16-21
© SAP AG 2008
Organizational Management: Unit Summary
You are now able to:
Explain the use of the organizational model in SAP CRM
Maintain an organizational model
Explain the process of organizational data determination
Describe and define determination rules
Create an organizational data profile
© SAP AG TCRM10 16-22
© SAP AG TCRM10 16-23
Exercises
Unit: Organizational Management
Creating an Organizational Model anTopic: d Setting Up Organizational Data Determination
• rganizational unit and
At the conclusion of this exercise, you will be able to:
Outline an organizational structure using the oposition objects
• Assign the attributes of an organizational unit
• Create a determination rule and an organizational data profile, which are used for automatic organizational data determination
the mapping of sales structures in your ERP system and
maintain the attributes that describe the responsibilities of your new department.
1-1
for ou want to add the new department to the existing
1-1-2 ate a new organizational unit.
1-1-3
______________
1-1-4
1-1-5 Your
eck whether there are other attributes that describe the responsibilities of ## Trade Fair Dept. which are already assigned to the organizational unit.
You are expanding your business by adding another department. Youwant to check
You want to set up a new trade fair department, which will visit trade fairs andother events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsiblecontacts made at trade fairs. Yorganizational model for your business and use attributes to describe the department's responsibilities.
1-1-1 Search for the organizational structure of your company, IDES CRM Training Company.
On the level directly below the top node, creEnter ##TradeFair as the ID and ## Trade Fair Dept. as the description. The maintenance of an address is optional.
To which sales organization/service organization is your new organizational unit ## Trade Fair Dept. assigned?
_______________________________________
Can you change this assignment? Explain why.
______________________________________________________
## Trade Fair Dept. is responsible for all trade fair contacts with business partners who have the postal code 750##.
Before you enter this information, ch
© SAP AG TCRM10 16-24
If wri n: there are, te them dow
Scenario Attribute Value Value to
Where do these attributes come from?
1-1-6 d be included during the organizational onding entry.
of the organizational unit ___________ [→ data sheet]
1-2 s
1-2-2 gn an employee that has already been created in the CRM system to this CRM-
1-3 to
1-3-1 MG
ether there is te. Use
## as the code for the new determination rule and ## as a description (object name).
_____________________________
Add the attribute Post Code (scenario Sales) with the value 750##.
Your new organizational unit shouldata determination. Make a corresp
Save the new organizational unit.
ID
You want to add a position to your new organizational unit. You also want to fill this po ition with an employee that you created yourself.
1-2-1 Create the position ##Manager under ## Trade Fair Dept. and enter the description Head of Trade Fair Dept. ##.
Assinew position. When searching for the employee, enter the user name##.
______________________________________________________
Define a new determination rule in system Customizing. This is required later on determine a suitable responsible organizational unit in business transactions.
You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the Idocumentation for Maintain Determination Rules to check wha suitable determination rule that you can use as a templaORGATTRDetermination Rule
U
se $TMP as the development class (package).
1-3-2 Delete ination the Region attribute from the container and save the determrule.
______________ [→ Data sheet]
© SAP AG TCRM10 16-25
1-3-3 Simulate organizational data determination for postal code 750## and stem find as
1-4
with the description Organizational Data Profile ##.
1-4-2 Choose
1-4-3 Use the determina
1-4-4 Set the Sales Orga
country FR (France). Which organizational units does the syresponsible organizational units?
Organizational data profile maintenance
1-4-1 Create the new organizational data profile ZORGPROF##
the Sales scenario.
tion rule you created earlier.
nization and Distribution Channel indicators.
ns
ined.
Using this organizational data profile in business transactiowill lead to error messages if the Sales Organization and/or Distribution Channel fields cannot be determ
The organizational data profile created by you will not be required until the exercises in the Transaction Processing unit. You then allocate it a separate transaction type (which you create yourself).
© SAP AG TCRM10 16-26
© SAP AG TCRM10 16-27
Solutions
Topic: d Setting Up
Organizational Data Determination
1-1
for ou want to add the new department to the existing
1-1-1 l structure of your company, IDES CRM
earch → Organizationa
n: Training Company
<Today>
1-1-2 ate a new organizational unit. Enter ##TradeFair as the ID and ## Trade Fair Dept. as the description.
ptional.
Unit: Organizational Management
Creating an Organizational Model an
You want to set up a new trade fair department, which will visit trade fairs andother events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsiblecontacts made at trade fairs. Yorganizational model for your business and use attributes to describe the department's responsibilities.
Search for the organizationaTraining Company. Choose Sales Operations.
Choose S l Model.
Find by: Organizational Unit
Descriptio IDES CRM
Valid on:
Choose Search.
When the search results are displayed, use the hyperlink to navigate to the details of the organizational unit that was found.
At the level directly below the top node, cre
The main nance of an address is ote
Choose Or ganizational Unit.
1-1-3 onal
nment rvice organization IDES
1-1-4 You cannot change this assignment because it is an attribute passed down from a higher organizational unit.
Descrip ## Trade fair tion: dept. Code: ##TradeFair To which sales organization/service organization is your new organizatiunit assigned? In the Belongs To area of the Organizational Unit Details assigblock, you see that the sales organization and seCRM Training Company is assigned to the new department. Can you change this assignment? Explain why.
© SAP AG TCRM10 16-28
1-1-5
tributes
e are, write them down:
C Attr nment block.
Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners who have the postal code 750##. Before you enter this information, check whether there are other atthat describe the responsibilities of ## Trade Fair Dept. which are already assigned to the organizational unit. If ther
hoose the ibutes assigScenario Attribute Value Value to
Sales Distribution Channel
10
Sales Ref. currency EUR
Sales Country FR
Service Postal Code 0 5099 7500 7
Service ountry R C F
Where do these attributes come from? There attributes were passed down from the IDES Training Company
1-1-6
zation Unit Details assignment block (area Allow Org. Unit ed), set the Sales indicator.
1-2 s
1-2-1
In the zational Unit assignment block, select the new ## Trade Fair a nit so that the following position is created under this.
organizational root. You can add the Inherited indicator using the personalization options. Add the attribute Post Code (scenario Sales) with the value 750##. Choose Edit List. In the value field for the Sales scenario and Post Code attribute, enter the value 750## . Your new organizational unit should be included during the organizational data determination. Make a corresponding entry. In the Organito be DeterminChoose Save.
You want to add a position to your new organizational unit. You also want to fill this po ition with an employee that you created yourself.
Create the position ##Manager under ## Trade Fair Dept. and enter the description Head of Trade Fair Dept. ##.
OrganiDept. org nizational u
Choose Position.
rade Fair Dept.
1-2-2 gn an employee that has already been created in the CRM system to this new position. When searching for the employee, enter the user name CRM-
Descrip ## Head of Ttion: Code: ##Manager Head of org. unit: Set Assi
##.
Choose Employee. Search criterion: User Name CRM-##.
© SAP AG TCRM10 16-29
Choose Select table row ( ) in the results list to transfer the relevant
1-3 o
1-3-1 MG
te. Use rule and
→ Configuration →
→ Maintain Determination
employee.
Define a new determination rule in system Customizing. This is required later on tdetermine a suitable responsible organizational unit in business transactions.
You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the Idocumentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use as a templaORGATTR## as the object abbreviation for the new determinationDetermination Rule ## as a description (object name). SAP Menu → Architecture and Technology Customizing
Choose SAP Reference IMG.
SAP Reference IMG → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles Rules
Choose IMG activity documentation ( ). The determination rule 10000164 (ORGMAN_7) corresponds roughly to the requirements.
Close the documentation and execute the IMG activity ( ).
Enter the number 10000164 in the rule field and choose Copy ( ). Enter ORGATTR## as the object abbreviation for the new determination
ion Rule ## as the description (object name).
Choose Copy (
rule and Determ atin
).
Use $TMP as the development class (package).
1-3-2
n b page, right-click and choose Delete to delete the entry.
ied determination rule and write
1-3-3 mination for postal code 750## and
ulate rule resolution and enter the attributes Postal Code 750## and Country FR. The organizational unit ## Trade Fair Dept. should be displayed.
Delete the Region attribute from the container and save the determination rule. Open the new determination rule in change mode. Select the entry Regioon the Container taConfirm the dialog box, save the modifdown the number. _________________ [→ Data sheet] Simulate organizational data detercountry FR (France). Which organizational units does the system find as responsible organizational units? Choose Sim
© SAP AG TCRM10 16-30
1-4
1-4-1
za→ Maintain Organizational
1-4-3 n the
1-4-4 dicators. tion Channel.
Save the organizational data profile.
Organizational data profile maintenance Create the new organizational data profile ZORGPROF## with the description Organizational Data Profile ##. SAP Reference IMG → Customer Relationship Management→ Master Data → Organi tional Management → Organizational Data Determination → Change Rules and Profiles Data Profile Choose New Entries and enter the data. Choose the sales scenario. 1-4-2 Choose Sales from the list of scenarios. Use the determination rule you created earlier. Enter the number of the determination rule that you just created iOrganizational Model Determin. Rule field. Set the Sales Organization and Distribution Channel inSelect Sales Organization and Distribu
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© SAP AG 2008
Product Master: Overview Diagram
9. Pricing Fundamentals
10. CRM Billing
11. CRM Middleware
12. CRM WebClient UI
Unit1. SAP CRM 2007 – Overview
2. Account Management
3. Organizational Management
4. Product Master
Appendix
5. Transaction Processing
6. Activity Management
7. Partner Processing
8. Actions
© SAP AG TCRM10 17-2
© SAP AG 2008
Product Master
Basic Features of the Product Master
Maintaining Products
Set Types, Attributes, Categories and Hierarchies
Exchanging Product Data
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© SAP AG 2008
Product Master: Unit Objectives
At the end of this unit, you will be able to:
Explain the concept of the CRM product master
Maintain products and enhance them using set types and attributes
Explain product hierarchies and categories
Explain the principles of the integration between the ERP and SAP CRM systems
© SAP AG TCRM10 17-4
© SAP AG 2008
Your company wants to open new distribution channels and to conduct the sale of its products with the CRM system.The ERP system already contains product data in the form of material masters. You therefore want to use and integrate some of this data. You also want to add to this data according to the CRM product master concept.In the future, your company wants to map service processes in CRM. You will therefore research which products you can use for this.
CRM Product Master: Business Scenario
© SAP AG TCRM10 17-5
© SAP AG 2008
Materials
CRM Product Master
Product Types
Warranties
Services
Financing
WN
IP
es IP and
• s, some of which cannot be processed in the CRM system (for example, accounting data). It is usually only general/basic data and sales-specific data that can be transferred to the CRM system.
The CRM system recognizes up to six different product types. As well as product typFinancing, there is the additional industry-specific product type Financial Service.
The number of product types is predefined and cannot be increased in Customizing.
The term Product is usually used instead of Material in the CRM WebClient UI application.
ERP material master data can be transferred to the CRM system (see the other slides in this unit).
An ERP material master comprises various data and view
© SAP AG TCRM10 17-6
© SAP AG 2008
Examples of Products
2 years
8.00 12.00 18.00 8.00 12.00 18.00 Time
Notebook "HT-1010"(product/material)
Repair "SRV1_4"(service)
Premium support "SER_023"(service/contract product)
Customer warranty"WP_001"(master warranty)
s
n
• t was created in the CRM system. It can be assigned installation components (for example, installation component 3305) and (individual) objects. Warranties are used in service processes.
The slide shows some of the products that might exist in standard CRM IDES systems and training sy tems.
• Product/material HT-1010: This is a material that is loaded from the ERP system. It is salable andkept in stock.
• Service SRV1_4: This is a service that was created in the CRM system. It can be used in service orders, for example.
• Service SER_022: This is a service that was created in the CRM system. It contains informatiothat is relevant for service contract processing.
Warranty WP_001: This is a (master) warranty tha
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© SAP AG 2008
Relationships or dependencies between products can be modeled
New
Change
Maintaining Products
Display
Copy as...
aster data of a connected ERP system is transferred to the CRM system, only limited
SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Business Add-Ins → BAdI: Allow Changes to Product Data
Product maintenance in the CRM system takes place in the CRM WebClient UI. The user role determines which product types can be maintained.
If the material mchanges can be made to the corresponding products. Exceptions to this rule can be specified in Customizing:
© SAP AG TCRM10 17-8
© SAP AG 2008
Accessories
Customer material number
Relationship
Relationships
Product ?
HT-1010
HT-1010 MS-1010 (BP 3271)
R-1160
HT-1010 ServiceSRV1_4
ship can be used in the context of product proposals (CRM marketing). tomers who order products on the Internet and employees in
ed)
an be assigned)
rder processing)
n made
cific relationship types can be defined with the Easy Enhancement Workbench. Some extra steps then make these visible in the CRM WebClient UI. See SAP Note 1139562 for more information.
The Accessories relationProduct proposals can be made for custhe Interaction Center.
Selection of other relationship types:
Customers (here, for example, a customer material number can be assign
Vendors (here, for example, a vendor material number c
Components (a structured product is mapped with this)
Services (default products for the service order processing)
Spare parts (default products for the service o
Warranties (used in the product registration)
The relationship Customer/distribution chain (Middleware adapter object CUST_MAT_INFO) is used to download the ERP customer material number to SAP CRM.
In order to maintain relationships in the product master, explicit assignments must have beefor them in category processing (see the following slides).
A separate assignment block is displayed for each relationship in the CRM WebClient UI.
Customer-spe
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© SAP AG 2008
Competitor Products
Competitor Products
Product master is leaner
Maintenance of competitor products
Relationships
Integration in business processes
Competitor Product
HT-1010HT-1010
C-0100C-0100
Compet. IncCompet. Inc
Own product
Competitor product
Competitor
that are
ch as activity management and opportunity
you to monitor
• The situation regarding your competitors and customers
The competitor products function allows you to enter information about competitor products in direct competition with your products. From a technical point of view, competitor products are products with product type Material and are created using the competitor products function.
Competitor products can be included within functions sumanagement.
The competitor product function allows
• Competitors' products
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© SAP AG 2008
Structure of the CRM Product Master
MS 1000MS 1000
Basic data
Units of measureUnits of measure
DescriptionsDescriptions
Product categoriesProduct categories
Sales Data
Sales textSales text
Control fieldsControl fields
GroupingsGroupings
CRM Data
MarketingMarketing
......
Additional infoAdditional info
Distribution chain
MAT_HAWA R3PRODSTYP
EN "Monitor 1000"
DE "Bildschirm 1000"
Base unit PC
Sales unit
Item category group
Product group
Volume rebate group
"This screen is not only flat, it is also extremely energy-efficient"
Size
Color
y business information
Customers can define their own set types for additional product information.
From a technical point of view, the CRM product master is a collection or arrangement of various set types that contain specific data.
Set types are delivered with the SAP CRM system which contain the necessarfor the business processes.
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© SAP AG 2008
Base Hierarchies
SAP R/3 SAP CRMSAP ECCMaterial type R3PRODSTYP
Material group R3MATCLASS
Product hierarchy R3PRODHIER
SAP R/3 SAP CRMSAP ECCMaterial type R3PRODSTYP
Material group R3MATCLASS
Product hierarchy R3PRODHIER
Customizing download ⇒ Base hierarchies
, base hierarchies
Before materials can be transferred from the ERP system to the SAP CRM system
TYP is the default base hierarchy. Products that are loaded to the CRM system from the
CRM system. These preparatory steps are
documented in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → CRM Standalone.
must be created. This is performed with a Customizing download. The adapter object for transferring the base hierarchies is DNL_CUST_PROD1.
R3PRODSERP system must belong to at least this base hierarchy. Assignments to other hierarchies are optional.
If SAP CRM is implemented without an ERP back end system, preparatory steps are necessary before product master data can be created in the
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© SAP AG 2008
Setting Up Product Master Maintenance
1. Generation of base hierarchies by Customizing download from ERP
2. Assignment of the product application to a base hierarchy
R3MATCLASSR3PRODHIERR3PRODSTYP
Hierarchy ID: HierarchyMaterial groupProduct Hierarchy
Product Subtype
2a. Optional: Assignment of a product type to a base hierarchy
Product R3PRODSTYP
SalesPurchasing
R3PRODHIERR3MATCLASS
MaterialServiceWarrantiesIPFinancing
R3PRODSTYP
WTY_HIERIP_HIERFIN_HIER
R3PRODSTYP
SAP Implementation Guide → Cross-Application Components → SAP Product →Product Category → Assign Category Hierarchies to Applications
SAP Menu → Architecture and Technology → Middleware → Data Exchange → Initial Load → Start
Object: DNL_CUST_PROD1
at
ut using service products: SAP Implementation
about using warranty products: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Warranties → Define Warranties.
To create the products of a particular product type, product categories and set type assignments thcorrespond to each product type must have been made.
See the IMG documentation for information aboGuide → Customer Relationship Management → Master Data → Products → Special Settings for Service Processes → Define Service Products.
See the IMG documentation for information
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© SAP AG 2008
Set Types and Attributes
Basic Data
Units of measure
Descriptions
Product categoriesMAT_HAWA R3PRODSTYP
EN "Monitor 1000"DE "Bildschirm 1000"
Base unit PC
Set type "units of measure"
Attribute "unit of measure"
Attribute "volume"
Attribute "gross weight"
Attribute "net weight"
- Field is key?- Multiple use?- Distribution-chain-dependent?- Active for templates?
is defined by its attribute type (for example, integer, character string or date), its
and saved es.
ional set types of your own and assign attributes to
set type
Only those set types that are not (or no longer) assigned to a category can be deleted.
An attribute attribute length and (optionally) its value range (for example, single values or intervals), or by a value table.
Attributes help to describe products or individual objects. They are grouped into set types there. A set is a specific instance of a set type. Set types are stored in the system as database tablSet types enable you to perform detailed modeling of products and objects in the system.
Particular set types (SAP standard set types) are predefined in standard systems. If they are not sufficient for your needs, you can define additthem. The attributes can be those predefined in the standard system and also attributes (including value ranges) that you have defined yourself.
If a set type is already assigned to a product category, it is only possible to change the description and, if necessary, add other attributes.
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© SAP AG 2008
Categories and Hierarchies
Set N* = Inherited set
= Category
Set N = Set
= Product
High Tech
Computer Printers MonitorsSet 1* Set 2
Set 1
Set 1* Set 3 Set 1* Set 4
Inkjet printer Laser printer Multi-devicesSet 1*
Set 3*
Set 1*
Set 3*
Set 1*
Set 3*Set 5 Set 6 Set 7
Standard PC
Laser IT
R3PRODSTYP(SAP)
Hierarchy(customer)
Standard PC
MS 1000
Set N = Set with template
nd can be
pes,
nly
s are inherited by all subordinate categories, which in turn may be described by
You can maintain conditions at category level, for example, by defining cross-product surcharges or discounts.
The categories that are assigned to a product determine which product data is visible amaintained. Categories can also serve as groupings.
Product categories are used to group products together according to various criteria.
Categories inherit the product category and the set types of all higher-level categories. For example, the base hierarchy R3PRODSTYP contains the category MAT_. This contains various set tysuch as basic product data and conversion of units of measure. The sub-category MAT_HAWA inherits the set types from MAT_ and has additional set types, for example, sales set types.
The assignment of a product can be changed or deleted. The Recategorize Products function is oavailable in the SAP GUI.
Example:In the above case, the general set type Set 1 (for example, administrative informationrelevant for each product) was assigned to the higher-level category High Tech. These attributes/fieldseparate set types. For example, Set 2 could contain information about the type of hard disk and motherboard. Once a product has been assigned to a product category, the attributes and contents that are stored in the relevant set types are displayed.
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© SAP AG 2008
Enhancing the Product Master: Overview
Desktops
Laptops
Monitors
Products
Printers
Hierarchy Categories Set types Attributes
MS 1000 (category "Monitors")
ColorSizeDiscontinued model
White21-inch
Yes
Color
Size
Discontinued model
Monitor characteristics ( set 4)
Monitorcharacteristics(View = tab page)
Template possible
Computer
lides explain the various elements necessary to enhance the product master:
e performed.
Set types can be assigned to categories. You can assign templates when assigning set types. Therefore, products that are categorized later are assigned predefined characteristics automatically.
The following s
• Hierarchies
• Categories
• Set types
• Attributes
Creation of attributes results in the creation of data elements and domains on the database.
Creation of set types results in the creation of database tables and other ABAP Dictionary objects, as well as function groups, function modules and screens.
To display the new set type in the CRM WebClient UI, the following steps must bSAP Menu → Master Data → Products → Assign Set Types to Overview Pages SAP Menu → Master Data → Products → Create UI Configuration for Set Type
© SAP AG TCRM10 17-16
© SAP AG 2008
1. Initial download (once)
2. Delta download (permanent)
Download of Material Master Data
ERP
Source
SAP CRM
Target
m as
nge the st read SAP Note 418886 (and related notes). These
to avoid database inconsistencies.
of each product in Customizing: SAP Implementation Guide → pe →
CRM product data is not uploaded automatically in standard systems. It must be carried out manually and individually for each product.
Download of ERP material masters to the SAP CRM system
Material master data is replicated from the ERP system to the CRM system by the CRM Middleware. The adapter object in question is called MATERIAL.
An initial download must be made first to download the required materials and to display theproducts in SAP CRM. For information about how to do this, see the application help.
Subsequent changes and new materials in ERP are then transferred by a delta download.
If you set up new systems with product master data, or if you want to create or chaconnection between existing systems, you munotes contain important information about how
Upload of CRM products to the ERP system:
You can allow or disallow uploads Customer Relationship Management → Master Data → Products → Settings for Product TyAllow Upload for a Product Type.
© SAP AG TCRM10 17-17
© SAP AG 2008
Product Master: Unit Summary
You are now able to:
Explain the concept of the CRM product master
Maintain products and enhance them using set types and attributes
Explain product hierarchies and categories
Explain the principles of the integration between the ERP and SAP CRM systems
© SAP AG TCRM10 17-18
© SAP AG TCRM10 17-19
Exercises
Unit: Product Master Topic: Product Maintenance and Enhancement
At the conclusion of this exercise, you will be able to:
• Maintain a product in CRM
• Add your own attributes to products in CRM
ducts and
Some of these products already exist as material master data in the ERP system.
1-1
1-1-1
rial number. This is done by internal
g data:
Retail
hoose ENTER.
views:
d 2
eral/Plant Data
ENTER.
0
el: 10
Choose ENTER.
At the forthcoming trade fair, your want to present new proconvert potential customers into purchasers. You therefore familiarize yourself with the product maintenance functions in CRM.
Create a material master record with several views in the ERP system.
Log on to the ERP system and call material master maintenance:
SAP Menu → Logistics → Sales and Distribution → Master Data →Products → Material → Trading Goods → Create
(Do not enter a material/matenumber assignment.)
Enter the followin
Industry Sector:
C
Select the following
Basic Data 1 and 2
Sales: Sales Org. Data 1 an
Sales: Gen
Sales text Choose
Plant: 2200
Sales Org.: 220
Distribution chann
© SAP AG TCRM10 17-20
View: Basic Data 1:
Material Short Text: ##Monitor
sure:
aterial Group: 00207 (monitors)
Base Unit of Mea PC
M
This field is explained in the transaction processing unit.
r the language FR then go ack to the Main Data.
Note that the field GenItemCatGroup has been prefilled with the value NORM.
Additional data, enter a description foUnder b
.
the material master are performed using the ate transaction, NOT the change transaction.
ress ENTER twice.
rg. 1
If you leave material master maintenance without creating the views you selected earlier, proceed as follows:
Create a new material master, but enter the material number that has been determined by the system.
Next, choose only the views that you have not yet created
Additions tocre
P
View: Sales: Sales O
Tax Classification: 1 (for all countries)
ons.
tity:
129 (EUR)
Choose Conditi
Scale quan 1 (PC)
Amount:
Choose Back ( ).
hoose ENTER. C
View: Sales: Sales Org. 2
Note that the Item category groupNORM.
field has been prefilled with the value
hoose ENTER.
ant
C
View: Sales: General/Pl
Transportation G 0001 (On paletteroup: s)
0002 (Forklift)
Loading Group:
Choose ENTER.
© SAP AG TCRM10 17-21
View: Sales text
Sales text: This is a high-value monitor.
Choose and confirm the dialog box to save the material.
1-2
1-2-1 .
1-2-2 aster been created
o?
1-2-3 Create a product master relationship. Assign material R-1120 as an accessory.
2-1 Add new fieadmini
2-1-1
gits) with the value range 19 and 21 (inches).
itor type
n to it the attributes you created
2-1-3 oup ##) and two categories.
he first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possithis c
Material Number: ___________________ [data sheet]
Display the material master in the SAP CRM system and familiarize yourself with product maintenance.
Search for your product and save your search as PR_##Mon
Take a closer look at your product. Has your product mwithout any errors?
How many product categories is your product assigned t
Where can you find the sales price of EUR 129.00?
Where can you find the sales text that you maintained?
When might this accessory function be used?
lds to your product master in the CRM system. This involves some strative steps that are performed using transactions in the SAP GUI.
First, create two new attributes in the SAP GUI.
The first attribute ZDIAGONAL## (Description: size of the monitor ##) is of the type Integer (2 di
The second attribute ZMONITORTYPE## (Description: mon##) is of the type Character String (5 characters) with the value range TFT(flat) and CRT (normal).
2-1-2 In the SAP GUI, create the set type ZMONITOR## (Monitor characteristics ##) for Materials and assigin the previous exercise.
In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy gr
Tble to assign products or objects to
ategory.
We recommend that you first define a root node so that later you can assign several categories at the same level.
be Material. It should also be possible to assign
ts to this category.
The second category ##MONITORS (monitors of group ##), shouldassigned to the product type products and objec
© SAP AG TCRM10 17-22
Assign the set type created by you (ZMONTOR##) to this category.
2-1-4 nsaction OMMPR01) and change your product by making another category
assignm
Afte elUse the input help e the product.
Save your entries.
For test purposes, call product maintenance in the SAP GUI (traC
ent.
r you have r eased the data (ENTER), the new fields become visible. (F4) to maintain values and sav
To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.
© SAP AG TCRM10 17-23
Exercises
ptional Exercises
3-1 a
3-1-1 R in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?
-1-2 Go to Customizing and call mini-template maintenance (for products).
O
Templ tes in the product master.
Display the set type ZTMONITO
3
Cross-ApplicatComponents SAP Product → Templates → Maintain Mini-Templates
.
You should see two attributes containing default values (Speaker-out and Maximum Contrast).
3-1-3 Display the category 00010 of the product hierarchy PCSHOP_01 in the CRM WebClient UI. Apart from the assigned set types, what else can you see?
3-1-4 oses, call product maintenance in the SAP GUI (transaction
ENTER), the new fields become visible. ) to maintain values and save the product.
What do you notice?
SAP Implementation Guide → ion →
Display the product mini template with the ID/description ZTMONITOR
For test purpCOMMPR01) and change your product by making another category assignment.
After you have released the data (Use the input help (F4
© SAP AG TCRM10 17-24
© SAP AG TCRM10 17-25
Exercises
Alternative Service Scenario
1-1
1-1-1 CRM system, go to product maintenance and create the ) with the category Service Product
data:
roup: ice item)
FULL
TR / 10
ndition type 0PR0) for a ##Repair work is to be maintained tion channel IDES TR / 10 it amounts
1-1-2 Search for your product and save your search as PR_##Rep.
2-1 . This involves some s in the SAP GUI.
2-1-1
of the type
2-1-2 GUI, create the set type ZREPAIR## (Repair characteristics
2-1-3
Alternative Service Scenario:
Create a Service in the CRM system.
Log on to the SAPservice ##Repair (Repair Group ##with Resources.
Maintain the following
Item Category G SRVO (serv
Work Duration: 60 minutes
Tax Classification: FR – MWST –
Distribution Chain: IDES
Base Unit of Measure: AU
The price (codepending on the product; in distributo EUR 50.
Save the product data.
Add new fields to your product master in the CRM systemadministrative steps that are performed using transaction
First, create two new attributes in the SAP GUI.
The first attribute ZTOOL## (Description: Tool required ##) is of the type checkbox with the value range Yes and No.
The second attribute ZTOOL1## (Description: Tool ##) is character string (10 characters), has multiple values and has the value range MULTIMETER (multimeter) and PLIERS (pliers).
In the SAP##) for Services and assign it the attributes you created in the previous exercise.
Make sure you set the Multiple Values Poss. indicator for the attribute ZTOOL1.
In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories.
© SAP AG TCRM10 17-26
The first category ROOT (Dummy entry##) should not be assigned to a t should not be possible to assign products or objects to product type and i
this category.
We recommend that you first define a root node so that later you can assign several categories at the same level.
The second category, to the product type
##REPAIR (Repair of group ##), should be assigned Service. It should also be possible to assign products and
well BASIC (General).
2-1-4 For test purposes, call product maintenance in the SAP GUI (transaction OMMPR01) and change your product by making another category
assignm
Afte elUse the input he p he product.
objects to this category.
Assign the set type created by you (ZREPAIR##) to this category, as as the view ID
Save your entries.
Cent.
r you have r eased the data (ENTER), the new fields become visible. (F4) to maintain values and save tl
To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.
© SAP AG TCRM10 17-27
Exercises
ptional Exercises/Solutions
3-1 a
3-1-1 REPAIR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?
-1-2 Go to Customizing and call mini-template maintenance (for products).
O
Templ tes in the product master.
Display the set type ZT
3
Cross-ApplicatComponents SAP Product → Templates → Maintain Mini-Templates
You should see two attributes containing default values (Qualified Worker and Drivers Licence).
3-1-3 ebClient UI, display the category ZTSERVICE_01 of the product hierarchy ZT_HIER. Apart from the assigned set types, what else can you see?
3-1-4 oses, call product maintenance in the SAP GUI (transaction
ENTER), the new fields become visible. ) to maintain values and save the product.
What do you notice?
SAP Implementation Guide → ion →
Display the product mini template with the ID/description ZTREPAIR.
In the CRM W
For test purpCOMMPR01) and change your product by making another category assignment.
After you have released the data (Use the input help (F4
© SAP AG TCRM10 17-28
© SAP AG TCRM10 17-29
Solutions Unit: Product Master
Topic: Product Maintenance and Enhancement
1-1
1-1-1
→ Master Data → → Create
nter the data specified in the exercise.
1-2 urself with
1-2-1 e your search as PR_##Mon.
I.
ch → Products.
<your material number>
cessful:
as: PR_##Mon.
hoose Save.
1-2-2
) aterial type and r of the ERP system.
e of EUR 129.00?
ed?
ion Chains assignment block.
Choose Edit (
Create a material master record with several views in the ERP system.
Log on to the ERP system and call material master maintenance:
SAP Menu → Logistics → Sales and Distribution Products → Material → Trading Goods
E
Display the material master in the SAP CRM system and familiarize yoproduct maintenance.
Search for your product and sav
Start the CRM WebClient U
Choose Sales Operations.
Choose Sear
Product ID:
Choose Search (ENTER).
If your search is suc
Save the search
C
Take a closer look at your product. Has your product master been created without any errors?
Choose the hyperlink (Product ID) to display the details of the product master.
How many product categories is your product assigned to?
The product is assigned to both categories MAT_HAWA (R3PRODSTYPand 00207 (R3MATCLASS). All the information (mmaterial group) was derived from the material maste
Where can you find the sales pric
In the Prices assignment block.
Where can you find the sales text that you maintain
Open the Distr utib
).
© SAP AG TCRM10 17-30
1-2-3 aterial R-1120 as an
ies assignment block.
t.
R-1120.
R.
Accessories could be displayed as product proposals when an order is created in a Web shop or interaction center, for example.
2-1 . This involves some s in the SAP GUI.
2-1-1
→ Master Data → Products
ZDIAGONAL##
ate.
onitor ##
teger
2
it: ach)
19 inch and 21 inch
hoose Save and Back.
ZMONITORTYP##
ate.
aracter string
5
it: e row each)
Flat and Normal
Choose Save and Back.
Create a product master relationship. Assign maccessory.
Open the Accessor
Choose Edit Lis
Accessory ID:
Choose ENTE
Choose Save.
When might this accessory function be used?
Add new fields to your product master in the CRM systemadministrative steps that are performed using transaction
First, create two new attributes in the SAP GUI.
SAP Menu → Maintain Set Types and Attributes Attribute:
Choose Cre
Short text: Size of m
Attribute Type: In
Attribute Length:
Choose the Value Range tab.
Single Value or Lower Lim 19 and 21 (one row e
Fixed Value Description:
C
Attribute:
Choose Cre
Short text: Monitor type ##
Attribute Type: Ch
Attribute Length:
Choose the Value Range tab.
Single Value or Lower Lim TFT and CRT (on
Fixed Value Description:
© SAP AG TCRM10 17-31
NI2-1-2
→ Master Data → Products
ZMONITOR##
ate.
(set the indicator)
Assigned Attributes t
ZMONITORTYP##
ave the set type.
2-1-3 and two categories in the CRM WebClient UI.
chies.
In the SAP GUI, create the set type ZMO TOR## and assign it the attributes you created in the previous exercise.
SAP Menu → Maintain Set Types and Attributes
Set Type:
Choose Cre
Short text: Monitor characteristics ##
Product Type: Material
Choose the ab page.
Attribute: ZDIAGONAL##
Attribute:
S
Create a product hierarchy
Choose Sales Operations.
Choose S arch → Product Hierare
Choose New in the result list.
:
Hierarchy Group ##
Hierarchy ID ##HIER
Description:
Choose ENTER.
Choose New in the Categorie ent block.
ROOT
s assignm
Category:
Choose E TER. N
Choose New.
Hierarchy s ##MONITORS tructure:
of Group ##
ZMONITOR## in the Assigned Set Types .
ave your data.
2-1-4 ses, call product maintenance in the SAP GUI (transaction uct by making another category
.
hoose Open product (
Category: Monitors
Product Type: Material
Enter the set type ID assignment block
S
For test purpoCOMMPR01) and change your prodassignment.
Call transaction COMM 01PR
C ).
© SAP AG TCRM10 17-32
<your product number>Product ID:
hoose ENTER.
Afte n
In the Product Categories area, enter the hierarchy ID ##HIER and then select the category ##MONITORS in the Category ID field.
C
r a few seco ds you see two new fields in the product master.
To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.
© SAP AG TCRM10 17-33
Solutions O
ptional Exercises/Solutions
3-1 a
3-1-1 R in the SAP GUI. Apart from the
→ Master Data → P ain Set Types and
ZTMONITOR
3-1-2
→ SAP
-template CR100 (monitor characteristics).
: ZTMONITOR
3-1-3 Display the category 00010 of the product hierarchy PCSHOP_01 in the the assigned set types, what else can you
→ Product HieraPCSHOP_01
.
Templ tes in the product master
Display the set type ZTMONITOassigned attributes, what is different about this set type from the one you created in the previous exercise?
SAP Menu roducts → MaintAttributes Set Type:
Choose Display.
The Template Enabled indicator is set in the characteristics.
Go to Customizing and call mini-template maintenance (for products).
SAP Implementation Guide → Cross-Application Components Product → Templates → Maintain Mini-Templates
Display the mini
ID/Description
Choose Start.
Expand the entry and double-click the template below.
You should see two attributes with prefilled values (Speaker-out and Maximum contrast).
CRM WebClient UI. Apart fromsee?
Choose Sales Operations. Choose Search rchies. Hierarchy ID:
Choose Search.
Use the hyperlin to display the hierarchy’s detailsk
Select the line ( ) with category 00010 (Extras)
The Assigned Set Types assignment block contains a Template (MonitorCharacteristics (Template)) as well as the set type.
For test purpo
3-1-4 ses, call product maintenance in the SAP GUI (transaction uct by making another category
ssignment. COMMPR01) and change your proda
© SAP AG TCRM10 17-34
After you have released the data (ENUse the input help (F4) to maintain
TER), the new fields become visible. values and save the product.
view.
Choose ENTER.
After a few seconds you see two new fields in the product master, this time containing the default values from the template.
What do you notice?
Choose the SAP Basic Data
In the product category area, enter the hierarchy ID PCSHOP_01 and then select the category 00010 in the Category ID field.
© SAP AG TCRM10 17-35
Solutions
Alternative Service Scenario:
1-1
1-1-1 CRM system, go to product maintenance and create the ) with the category Service Product
cts.
te → Service
:
Service Product with Resources
ER.
minutes
assignment block
Distribution Chains assignment block.
Alternative Service Scenario:
Create a Service in the CRM system.
Log on to the SAPservice ##Repair (Repair Group ##with Resources.
Choose Accounts & Produ
Choose Crea
Service ID ##Repair.
Service: Repair group ##
Base Category: (SER_0001) Choose ENT
Base Unit: AU
Item Cat. Group: SRVO
Duration of Work: 60
Open the Taxes .
Country: FR
Tax Type ID: MWST
Tax Group ID: FULL
Open the
Choose New.
Sales Organization: O 50005807 (Use the input help)
annel: 10
ssignment block.
Distribution ch
Choose Back.
Open the rices a P
Choose New.
Price Type: Product Price
© SAP AG TCRM10 17-36
Enter the following data:
S TR (Use the input help)
n Channel:
EUR
Choose Save.
1-1-2 e your search as PR_##Rep.
s.
ch → Services.
##Repair
cessful:
as: PR_##Rep.
Choose Save.
2-1 . This involves some s in the SAP GUI.
2-1-1
→ Master Data → Products
ZTOOL##
ate.
ed ##
heckbox
: No, Yes.
hoose Save and Back.
ZTOOL1##
ate.
racter string
Multiple values possible: Set the indicator
Sales Organization: IDE
Distributio 10
Amount: 50
Currency:
Choose Back.
Search for your product and sav
Choose Accounts & Product
Choose Sear
Service ID:
If your search is suc
Save the search
Add new fields to your product master in the CRM systemadministrative steps that are performed using transaction
First, create two new attributes in the SAP GUI.
SAP Menu → Maintain Set Types and Attributes
Attribute:
Choose Cre
Short text: Tool requir
Attribute Type: C
Choose the Value Range tab page.
Fixed Value Description
C
Attribute:
Choose Cre
Short text: Tool ##
Attribute Type: Cha
Attribute Length: 10
© SAP AG TCRM10 17-37
Choose the Value Range tab page.
Single Value or Lower Lim Multimeter and Pliers it:
: Multimeter and Pliers
2-1-2 GUI, create the set type ZREPAIR## (Repair characteristics
→ Master Data → Products
ZREPAIR##
ate.
(set the indicator)
Assigned Attributes ta
ZTOOL1 ## and set the Multiple Values
2-1-3 ##HIER categories.
→ Product Hiera
:
Hierarchy Group ##
Fixed Value Description
Choose Save and Back.
In the SAP##) for Services and assign it the attributes you created in the previous exercise.
Make sure you set the Multiple Values Poss. indicator for the attribute ZTOOL1.
SAP Menu → Maintain Set Types and Attributes
Set Type:
Choose Cre
Short text: Repair characteristics ##
Product Type: Service
Choose the b page.
Attribute: ZTOOL##
Attribute: indicator.
Save the set type.
In the CRM WebClient UI, create the product hierarchy (Hierarchy group ##) and two
Choose Accounts & Products.
Choose Create rchy.
Hierarchy ID ##HIER
Description:
Choose ENTER.
Choose New in the Categorie ent block.
ROOT
s assignm
Category:
Choose E TER. N
Choose New.
Hierarchy s ##REPAIR tructure:
f group ##
ZREPAIR## in the Assigned Set Types assignment
Short text: Repair o
Product Type: Service
Enter the set type ID block.
Save your data.
© SAP AG TCRM10 17-38
2-1-4 t maintenance in the SAP GUI (transaction ategory
uct (
For test purposes, call pr ucodCOMMPR01) and change your product by making another cassignment.
Call transaction COMMPR01.
Choose Open prod ).
the Product Categories area, enter the hierarchy ID ##HIER and then
Choose ENTER.
After a few second
Product ID: <your product number>
Inselect the category ##REPAIR in the Category ID field.
s you see two new fields in the product master.
To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.
© SAP AG TCRM10 17-39
Solutions O
ptional Exercises/Solutions
3-1 a
3-1-1 e set type ZTREPAIR. Apart from the assigned attributes, what
→ Master Data → P intain Set Types and
ZTREPAIR
3-1-2
→ SAP
-template CR100 acteristics).
: ZTREPAIR
3-1-3 CE_01 of the product hierarchy ZT_HIER. s, what else can you see?
→ Product Hiera
ZT_HIER
Templ tes in the product master.
Display this different about this set type from the one you created in the previous exercise?
SAP Menu roducts → MaAttributes Set Type:
Choose Display.
The Template Enabled indicator is set in the characteristics.
Go to Customizing and call mini-template maintenance (for products).
SAP Implementation Guide → Cross-Application Components Product → Templates → Maintain Mini-Templates
Display the mini (repair char
ID/Description
Choose Start.
Expand the entry and double-click the template below.
You should see two attributes containing default values (Qualified worker and Drivers License).
Display the category ZTSERVIApart from the assigned set type
Choose Accounts & Products.
Choose Search rchies.
Hierarchy ID:
Choose Search.
Use the hyperlin to display the hierarchy’s details. k
Select the line ( ) with category ZTSERVICE_01 (Service).
The Assigned Set Types assignment block contains a Template (Repair Characteristics (Template)) as well as the set type.
© SAP AG TCRM10 17-40
For test purposes3-1-4 , call product maintenance in the SAP GUI (transaction
ENTER), the new fields become visible. ) to maintain values and save the product.
ZT_HIER and then ZTSERVICE_01 in the Category ID field.
aster, this time containing the default values from the template.
COMMPR01) and change your product by making another category assignment.
After you have released the data (Use the input help (F4
What do you notice?
Select the General view.
In the product category area, enter the hierarchy ID select the category
Choose ENTER.
After a few seconds you see two new fields in the product m