© SAP AG CR100 Preface-1

SAP AG 2004

CR100 CRM Base CustomizingFS310 Inkasso/Exkasso

THE BEST-RUN BUSINESSES RUN SAP

© SAP AG 2004

CR100CRM Base Customizing

SAP R/3, SAP CRM 4.0 (BBP release)

2004/Q2

Material number: 50068200

© SAP AG CR100 Preface-2

SAP AG 2004

Copyright 2004 SAP AG. All rights reserved.

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

Copyright

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

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

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

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

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

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

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

© SAP AG CR100 Preface-3

SAP AG 2004

Prerequisites

Prerequisites:SAPCRM

Recommended:Study of the mySAP CRM learning map, "mySAP CRM Solution Overview": SAP eBooks (narrated unit slides), SAPTutorials(interactive screencams), and the links to the documentationStudy of learning maps for SAP CRM 3.1 and SAP CRM 4.0 for better knowledge of functions

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

© SAP AG CR100 Preface-4

SAP AG 2004

Target Groups and Duration

Target Groups:SAP R/3 customers and potential SAP customers planning an implementation of mySAP CRMCustomers and consultants who need to get detailed knowledge about the base customizing in SAP CRM 4.0 Those who want to learn the fundamentals of SAP CRM 4.0 and its key capabilities

Duration:5 days

© SAP AG CR100 Preface-5

SAP AG 2004

Course Outline

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

© SAP AG CR100 1-1

SAP AG 2004

Overview of CRM Server Technology and User Interfaces: Course Outline

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

© SAP AG CR100 1-2

SAP AG 2004

Overview of CRM Server Technology and User Interfaces

mySAP CRM Architecture Overview

Review of Key CRM Capabilities

User Interface Concepts for CRM

Data Maintenance

© SAP AG CR100 1-3

SAP AG 2004

Overview of CRM Server Technology and User Interfaces: Unit Objectives

At the conclusion of this unit, you will be able to:Describe the various components of the mySAP CRM architecture

Describe the CRM server technology

Define CRM middleware

Describe the different user interface optionsExplain data maintenance with the different user interfaces

© SAP AG CR100 1-4

SAP AG 2004

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

Overview of CRM Server Technology and User Interfaces: Business Scenario

© SAP AG CR100 1-5

SAP AG 2004

Customer-Centric E-Business with mySAP CRM

The Solution is CompleteRich Functionality and Supporting Capabilities

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

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

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

mySAP CRM is built on an open, reliable, secure and scalable technology platform.

The comprehensive range of services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the solution environment.

© SAP AG CR100 1-6

SAP AG 2004

Mobile Clients

InternetAs

logical box

SAP R/3

SAPBW

SAPEnterprise

Portal

SD

Telephony, e-mail

CRM System

mySAP CRM Architectural Concept

Handheld devices

SAP APO

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

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

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

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

The mySAP CRM solution offers the following fully integrated connections:

The SAP CRM system as a central CRM server with its application components

SAP R/3 as a back-end system with proven ERP functions

The SAP BW system as a data warehouse solution with comprehensive statistical and analytical possibilities

The SAP APO system as a global Available-to-Promise (ATP) check and demand planning solution

The SAP Enterprise Portal as a tool that provides integrated access to all systems

© SAP AG CR100 1-7

SAP AG 2004

SAP CRM and Other SAP Systems

Plug-InR/3 Adapter

SAP R/3

CRM Middleware

BW Adapter

CRM Enterprise

SAP APOSAP BW

SAP CRM

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

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

The SAP Business Information Warehouse (SAP BW) is used as a data source for part of the mySAP CRM solution, but also contains data for consolidation and analysis.

© SAP AG CR100 1-8

SAP AG 2004

SAP Enterprise Portal –A Cornerstone of People-Centric CRM

Provides CRM users with easy access to multiple sources

Applications – mySAP CRM, SAP R/3, non-SAP

my SAP Business Intelligence –CRM Analytics

Content and Documents –Info Center with sales collateral

Web – news on markettrends and competitors,for example

A portal enables personalized access to appropriate information – transactional, analytical and Web content from various sources – for a certain purpose. Portals help to procure information. The information is often scattered in various formats in various filing systems, such as file servers, Web servers and databases. The task of the portal is to provide this information specifically to the user at a single source.

The relevant information and applications are consolidated for the users by content editors and portal administrators.

For users, portals have advantages because the cumbersome search for information and applications is no longer necessary.

The portal server creates the HTML from the various sources. Content metadata and user data is stored in the persistence layer. Other components of the SAP Enterprise Portal enable single sign-on (based on the Lightweight Directory Access Protocol (LDAP) for user management) and session management for locking and unlocking data.

The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag and relate functionality).

The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal.

© SAP AG CR100 1-9

SAP AG 2004

People-Centric CRM – Role Concept

Individuals must perform different job functions, business activities, and tasks

In People-Centric CRM, all content needed to perform a job function is packaged as a role.

A role consists of worksetsfor each business activity.Each workset provides pagescontaining iViews andexternal services to access all underlying applicationsneeded to perform a task.

Portal content consists primarily of iViews. Each iView brings to the portal desktop specified data from an information resource such as a relational database, ERP system, CRM system, enterprise application, collaboration tool, e-mail exchange system, intranet or the World Wide Web. iViews return up-to-the-minute information each time they are launched.

iViews are generally displayed through portal pages. You can import predefined pages or create your own pages. The page definition includes a list of associated iViews and layout specifications. Worksets bundle related pages, iViews, and roles.

User access to content is determined by role definitions. A portal role is a collection of task-oriented content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles.

The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar and the detailed navigation tree. A user navigates through portal content by clicking tabs at top and detailed navigation levels.

© SAP AG CR100 1-10

SAP AG 2004

Pre-configured Roles in mySAP CRM

The following applications run in pre-configured roles:

Sales

Marketing

Service

Interaction Center

Channel Management

Portal Administration

Additionally, many industry roles are available or planned.

Business packages are groups of related worksets. They are available through the iViewStudio (www.iviewstudio.com).

The Business Package for SAP CRM 4.0 primarily supports the following roles:

Sales: sales manager, sales representative, billing clerk

Marketing: campaign manager, lead manager, lead qualifier, account manager, trade marketing manager, brand manager

Service: service manager, service representative

Interaction Center: Interaction Center manager, Interaction Center agent

Channel Management: customer and customer administrator, channel manager, partner manager, partner manager – channel commerce, partner employee

Portal administration: CRM portal user, CRM portal administrator

In addition, the business packages for the individual industries delivered with SAP CRM 4.0 contain many roles for mySAP CRM for Industries.

© SAP AG CR100 1-11

SAP AG 2004

People-Centric User Interface –Business Transactions

Orientation area

Search area andresult list:

Search, identifyand selectdocuments

Detail area 1 & 2:View and maintain

data of selecteddocument

© SAP AG CR100 1-12

SAP AG 2004

People-Centric User Interface – Search Documents

Advanced Search:

Predefined searchvariants

Quick search Advanced search

Add new searchvariant

Remove existingsearch variant

© SAP AG CR100 1-13

SAP AG 2004

Structure of Business Transactions on SAP GUI

Locator Work area

Toolbar

Items

Item details

Header data:details displayed on tab pages

Because some transaction types do not contain items (for example, activities), the screen does not display an item list or item details section when you are working with these transactions.

© SAP AG CR100 1-14

SAP AG 2004

Working with Business Transactions on SAP GUI

Display or hide locator

Maximum/

minimumdisplay

Displaybusiness

partnercockpit

Settings Compress header data

Work with severaldocuments in parallel

Application log: Displayserror messages

© SAP AG CR100 1-15

SAP AG 2004

Locator on SAP GUI

WorklistOpen documents

FindOther documents

CalendarDates and To-Do Lists

Hit list

The Locator includes various functions that are used to find documents, tasks and appointments.

Within the worklist, you can find transactions belonging to you, your department, and your group.

With Find, you can search for different documents using various search criteria, such as transaction type or transactions types with a specific sold-to party.

Within the Calendar tab, you can display either appointments or tasks to do.

The values in the pull-down list are dependent on the application you are using.

© SAP AG CR100 1-16

SAP AG 2004

Overview of CRM Server Technology and User Interfaces: Unit Summary

You are now able to:Describe the various components of the mySAP CRM architectureDescribe the CRM server technologyDefine CRM middlewareDescribe the different user interface optionsDescribe data maintenance with the different user interfaces

© SAP AG CR100 1-17

Exercises

Unit: Overview on CRM Server Technology and User Interfaces

Topic: Key Capabilities, Architecture and Data Maintenance

At the conclusion of this exercise, you will be able to:

• List the Key Capabilities in CRM 4.0

• Use the People Centric CRM to locate an account and create an account

• Use the People Centric CRM to locate a product

• Locate the account create in the People Centric CRM in the SAPGUI

A customer would like to know which Key Capabilities are available and the functions for each. As well the Customer would like some information on the Architecture. The customer is also interested in purchasing some products at a later date. The Sales Representative has spoken to the customer and would like to create the customer in the People Centric CRM.

1-1 A customer would like to know which key capabilities are available with CRM release 4.0. List the Key Capabilities and describe each one.

1-2 List the various pieces of the system landscape for CRM.

_______________________________

_______________________________

_______________________________

_______________________________

_______________________________

_______________________________

1-3 List two interfaces available for CRM 4.0.

_______________________________

_______________________________

_______________________________

© SAP AG CR100 1-18

1-4 A sales representative was talking with a potential customer and the customer would like to order some product in the future. Create an Account using the People-Centric UI.

1-4-1 Log on to the portal. Information regarding the URL, the user and the password will either be provided by your instructor or be available in your CRM Inbox.

1-4-2 Go to Account Management Accounts

1-4-3 Create a business partner of type Organization and enter the following:

Name1/Last Name: ##Umbrella Communication

Street: South Ave

House Number: ##

Postal Code: 98155

City: Seattle

Country: US

Region: WA

Hit enter.

1-4-4 Maintain specific information that is relevant for sales area:

Sales Organization: US Sales & Service

Distribution Channel: Final customer sales

Division: <blank>

Choose any values.

1-4-5 Save the account.

Choose Save.

1-5 An agent in the back-office would like to view the account information that the sales representative created. The Agent wants to ensure that the account was created in the CRM Server.

1-5-1 In SAP GUI take a look at the business partner. Use the Locator search in order to find the business partner (of type Organization) that was created via the PC UI.

You should see the account that the sales representative created in the People-Centric CRM.

© SAP AG CR100 1-19

Solutions

Unit: Overview on CRM Server Technology and User Interfaces

Topic: Key Capabilities, Architecture and Data Maintenance

1-1 A customer would like to know which key capabilities are available with CRM release 4.0. List the Key Capabilities and describe each one:

Marketing: Marketing provides the tools you need to handle marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation. It eliminates complex integration issues by proving everything you need to track and analyze customer relationships from order placement to shipping and billing.

Sales: Sales equips sales organizations with the functions they need to maximize sales-team productivity, dramatically shorten sales cycles, quickly increase revenues, and promote customer loyalty. Your sales organization benefits from consistency, predictability and effectiveness, ensuring that promising leads become profitable customers.

Service: Service empowers customer service and support, e-service, field service, and service operations. The solution speeds time to resolution by providing consolidated operational insight that enables decision-makers to make informed judgments. And ensures that personnel meet service-level responsibilities.

Analytics:

With mySAP CRM Analytics, you can analyze customer interactions, business processes, and market opportunities, and then apply the knowledge gained toward improving all you customer-focused operations.

Interaction Center: Interaction Center units your front and back offices into a single, enterprise wide operation. So all members of the enterprise can manage customer relationships across every channel. With mySAP CRM, you have a collaboration and communications platform for telesales, telemarketing, and customer service and support. No matter how customers contact you, agents can handle their requests quickly and consistently. And since mySAP CRM provides interaction center managers and agents with access to every customer interaction, you can align customer acquisition and retention goals with corporate cost and revenue objectives.

© SAP AG CR100 1-20

E-Commerce: E-commerce provides an e-commerce platform that enables companies to turn the internet into a profitable sales and interaction channel for both business customers and consumers. You can empower customers with a personalized Web experience and convenient self-service. And strengthen sales and service operations with a fully integrated Web channel while reducing transaction costs and customer service calls.

Channel Management: Channel Management provides a platform for organizations to manage partner relationships and enable channel partners to sell more effectively making their direct channel more profitable. Channel Management leverages the core strengths of E-Commerce.

Field Applications: Field Applications provides marketing, sales, and service functionality in an offline environment on notebooks or PDA (Portable Digital Assistant) devices. To manage your customer relationships it is very crucial that the necessary information is available for your field sales force and field service technicians that work in an offline environment. Marketing, sales, and service functionality run within Mobile Sales and Mobile Service on a notebook. Sales and service functions run in Mobile Sales for Handheld and Mobile Service for Handheld on a PDA. mySAP CRM Field Applications provides you with functions that are integrated across all channels such as Interaction Center or E-Commerce.

1-2 List the various pieces of the system landscape for CRM.

SAP Enterprise Portal

SAP CRM (including Middleware)

SAP R/3

SAP BW

SAP APO

SAP J2EE Engine (Internet)

Mobile Clients

Handhelds

1-3 List two interfaces available for CRM 4.0.

People Centric User Interface (PC UI) and SAP Graphical User Interface (SAP GUI)

Mobile Sales/Service as well as Handhelds can also be considered as interfaces.

© SAP AG CR100 1-21

1-4 A sales representative was talking with a potential customer and the customer would like to order some product in the future. Create an Account using the People-Centric UI.

1-4-1 Log on to the portal. Information regarding the URL, the user and the password will either be provided by your instructor or be available in your CRM Inbox.

In the CRM system (SAP GUI) the Inbox can be viewed via

Menu Business Workplace

1-4-2 Go to Account Management Accounts

1-4-3 Create a business partner of type Organization.

Use the Create button to create a business partner.

Choose Organization and enter the data given in the exercise.

1-4-4 Choose the Sales Areas tab.

Choose Additional Sales Areas.

Choose the sales area (US Sales & Service, Final customer sales)

Choose Copy.

Choose Back.

Now you can maintain data. Choose any values.

1-4-5 Save the account.

Choose Save.

1-5 An agent in the back-office would like to view the account information that the sales representative created. The agent wants to ensure that the account was created in the CRM Server.

1-5-1 In SAP GUI take a look at the business partner. Use the Locator search in order to find the business partner that was created via the PC UI.

SAP Menu Master Data Business Partners Maintain Business Partner Find: Organization

By: Name

Name1: ##Um*

Choose Start and double-click your entry ##Umbrella Communication.

You should see the account that the sales representative created in the People-Centric CRM.

© SAP AG CR100 2-1

SAP AG 2004

Business Partners: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partners

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 2-2

SAP AG 2004

Business Partners

Business Partner Overview

Business Partner Modeling Elements

Customizing and Configuration

Data Distribution and Data Structure Mapping

© SAP AG CR100 2-3

SAP AG 2004

Business Partners: Unit Objectives

At the conclusion of this unit, you will be able to:Explain the SAP Business Partner

Use partner categories, Business Partner grouping and Business Partner roles

Explain Business Partner relationships

Set up Business Partner group hierarchies

Customize the mapping to the SAP R/3 system

© SAP AG CR100 2-4

SAP AG 2004

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

Business Partner: Business Scenario

© SAP AG CR100 2-5

SAP AG 2004

How BP Master Data Gets into the System

BP Master Datain SAP CRM

BP Master Datain SAP CRM

BP = Business PartnerBW = Business Information Warehouse

InternetSelf-Registration

InternetInternetSelfSelf--RegistrationRegistration

mySAP CRMInteraction Center

mySAPmySAP CRMCRMInteraction CenterInteraction Center

Initial load from legacy system

Initial load from legacy Initial load from legacy systemsystem

Download from SAP R/3

Download from Download from SAP R/3SAP R/3

SAP BW(Leads)

SAP BWSAP BW(Leads)(Leads)

People-CentricCRM

PeoplePeople--CentricCentricCRMCRM

BP Maintenancein CRM EnterpriseBP MaintenanceBP Maintenance

in CRM Enterprisein CRM Enterprise

External ListManagement(Marketing)

External ListExternal ListManagementManagement(Marketing)(Marketing)

mySAP CRM Field Applications

mySAPmySAP CRM CRM Field ApplicationsField Applications

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 mySAP CRM. A business partner can be created in the CRM enterprise from many sources as shown in the figure: Initial load from legacy system: Business partner data can be imported into the CRM enterprise system from a legacy system.

Internet Self-Registration: With the E-Commerce function, a consumer can register himself. The business partner is created automatically in the CRM enterprise.

CRM Mobile Client: With the Field Application function, a sales representative can create or change the business partner data. When the sales representative synchronizes the laptop computer with the CRM enterprise, the data is transferred.

People-Centric CRM: If the role has the Account and Contact Management workset, then the user could maintain a business partner. For example, the Sales Representative role allows the sales representative to maintain his customer accounts. The Sales representative uses the Portal to access the account and maintain the changes. When saved, the account information is transferred to the CRM enterprise.

mySAP CRM Interaction Center: With either the Winclient or Webclient Contact Center, an agent can create or change the account information. This data is transferred to the CRM enterprise.

BP Maintenance in CRM Online: The user can create or change the business partner directly through the CRM enterprise through a transaction.

…

© SAP AG CR100 2-6

…

SAP BW (Leads): This allows you to import lists into SAP BW that you can then transfer into the CRM system using the Segment Builder.

External List Management (Marketing): This scenario requires that addresses rented from address providers be deleted from the system after a certain number of contacts or after a certain period if no positive reaction is elicited from the business partner. A positive reaction can be defined as a positive inbound contact. The number of permitted contacts or the period in which the addresses can be used is defined in the contract conditions of the address provider. The logging of all interactions in External List Management with the rented business partners makes it possible for all participants to view at any time whether an address can be added to the customer master data of the company or whether it must be deleted because the agreed period has elapsed (or because the maximum number of contacts have been made).

© SAP AG CR100 2-7

SAP AG 2004

Vendor

PatientBusiness Partner

Structures

Loanrecipient

Organizational UnitNeutral

Persons and organizations

Cross-application

Tenant

Customer

Debtor

Creditor

Employee

SAPBusinessPartner

SAPBusinessPartner

SAP Business Partner

The SAP business partner allows the standardized maintenance of business partners across components.

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

© SAP AG CR100 2-8

SAP AG 2004

Person

Group

Organization

Business Partner Category

A business partner can be a person, a group of people, or an organization, representing a business interest.

The categorization of a business partner as a person (for example, a private person), a group or an organization (legal person or part of a legal person, for example, department) is known as the business partner category.

A group is the depiction of a shared living arrangement, a married couple, or an executive board.

When a group is created, the corresponding partner group type must be entered.

The organization represents units such as a company, a division of a company, a club, or an association.

In addition to a legal person, parts of a legal person can be mapped as a business partner. Organization acts as an umbrella term to depict all conceivable occurrences in daily business activities. In this way, a subsidiary or a purchasing department represents only parts of a legal person.

The business partner category must be defined when creating a new business partner.

© SAP AG CR100 2-9

SAP AG 2004

A business partner must be assigned to a group

The grouping controls the number range

Internal and external number assignment is possible

The grouping is defined in Customizing

You can make settings for standard groupings

Grouping

Business PartnerBusiness PartnerCategoryCategory

Business Partner

GroupingGrouping Number rangesFreely definable criteriaStandard grouping

GroupingGrouping

A business partner grouping classifies business partners according to user-defined criteria. The Customizing transaction appears as follows:

Definition of number ranges for business partners

Definition of groupings for business partners and assignment of number ranges

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

You can define standard groupings in Customizing. This means that a grouping is automatically selected if a business partner is created without entering a business partner number or grouping (with internal number assignment) or if a partner number but no grouping is entered (with external number assignment).

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

© SAP AG CR100 2-10

SAP AG 2004

Sold-to partySold-to party

Bill-to partyBill-to party

PayerPayer

Invoice

A role offers a particular view of the BP masterA role offers a particular view of the BP master

Business Partner Roles

A business partner can come into contact with an enterprise in various situations. Depending on which business processes the business partner is involved in, completely different information about the business partner may be needed. For example, for the goods delivery transaction, information about the shipping and delivery conditions is required; for the sales order transaction, delivery dates and payment conditions are relevant.

You can create more than one business partner role for one business partner; general information, such as name, address, and bank details, must be entered only once.

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

Each partner role contains various data sets:

General data

CRM-specific data

Relationships

© SAP AG CR100 2-11

SAP AG 2004

General dataGeneral data CRM-specific dataCRM-specific data

Role: Contact person Role: Ship-to party

Business partner master data sets

Address Pers. data Address Shipping ...

...BillingShippingAddress Pers. data ... Sales

Each role offers a different view of the BP masterEach role offers a different view of the BP master

Data Sets

You can use data sets as building blocks for defining business partner roles in the business processes of your enterprise.

The following data sets are available in SAP CRM:

General data: address, personal data, bank details

CRM-specific data: sales, shipping, billing, classification, hours and excluded partner functions

Relationships

Attributes frequently used together are grouped in set types. For example, the set type shipping contains attributes such as shipping conditions and delivery priority.

Business processes that refer to a business partner require different parts of the business partner data. You can maintain different sets depending on the partner role.

© SAP AG CR100 2-12

SAP AG 2004

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

Physical and/or mailing address

Address-dependent and address-independent communication data

Postal validation against SAP regional structure

Standard interfaces (BAdIs*) for external toolsPostal validation

Error-tolerant search

Duplicate check

Business Partner – Address Management

*BAdI = Business Add-In

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

You can maintain any number of addresses for each business partner. One address per business partner is always flagged as being the standard address. You can define address usages by assigning the different addresses to the relevant business processes.

Postal data and information on different communication types, such as phone numbers, fax numbers and e-mail, can be assigned to the address.

If you have only the name and the (mobile) phone number of a business partner but you don’t know the address, you can create a BP with this address-independent communication data.

A postal validation for the postal code, the city and the street can be carried out by checking against the SAP Regional Structure. You can also use external software for postal validation, an error-tolerant check for duplicates, and searches. (For more information, please see SAP Note 176559.) The following are examples of possible checks:

Postal codes, cities and streets, and combinations of all of them are checked for consistency. During the check, missing elements are added. For example, if you enter only the city, the postal code is added.

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

© SAP AG CR100 2-13

SAP AG 2004

RMG Inc.RMG Inc. Smith & PartnersSmith & PartnersSmith & Partners

Business PartnerNo. 62031

1 May 1995 – 31 March 2003Is shareholder of

80%

1 May 1995 – 31 March 2003Is shareholder of

80%

Business PartnerNo. 60095

Used for describing relationships between business partners

Attributes describe relationships

Some relationships are time-dependent

SAP Business Partner: Relationships

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, a business partner relationship can be given a time limit. In this way, you can, for example, obtain an overview of those periods during which a particular company operated as a shareholder of an organization.

Existing relationships can be extended by adding attributes and new relationship categories via the Business Data Toolset (BDT).

© SAP AG CR100 2-14

SAP AG 2004

PersonPersonOrganizationOrganization

Function

Department

Communicationdata

Authority

Employeeresponsible

Contact Person Relationship

Business Partner Relationship Category (Example)

Relationship Attributes

has contact person

is contact person of

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

It is possible to enhance a relationship category with attributes. It is also possible to define additional relationship categories. In the SAP Reference IMG, choose Cross-Application Components → SAP Business Partner → Business Partner → Extensibility.

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 an undirected business partner relationship category. In a one-way relationship category, the relationship extends from one partner to another, but not vice versa (for example, "is employee of"). An example of an undirected relationship is "is married to."

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

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

© SAP AG CR100 2-15

SAP AG 2004

BP50BP50BP40BP40BP30BP30BP20BP20BP10BP10

BP100BP100

BP90BP90BP80BP80BP70BP70BP60BP60

Hierarchy trees are used to map business partner group hierarchies in CRM

For example, purchasing collaboration, chains, ...

Business partners are subsequently assigned to the hierarchy nodes

BP: Structure of Group Hierarchy

Business partner group hierarchies consist of hierarchy nodes.

Business partner master records are subsequently assigned to the hierarchy nodes.

Group hierarchies can be transferred to the mobile clients.

Group hierarchies maintained originally in CRM enterprise cannot be transferred to SAP R/3.

SAP R/3 customer hierarchies can be loaded into SAP CRM, but cannot be subsequently changed in CRM.

If this download is active, no business partner group hierarchies of the type pricing can be created within CRM enterprise.

© SAP AG CR100 2-16

SAP AG 2004

Pricing

Conditions and price agreements are assigned to hierarchy nodes.

Conditions and price agreements apply for all business partners who are assigned to the subordinate hierarchy nodes, dependent on the Customizingsettings for pricing.

Reporting structure

Groups business partners together in a hierarchy for statistical or analysis purposes

BP50BP50BP40BP40BP30BP30BP20BP20BP10BP10

BP90BP90BP80BP80BP70BP70BP60BP60

3% Discount3% Discount

BP50BP50BP40BP40BP20BP20BP10BP10 BP90BP90BP80BP80BP70BP70BP60BP60

BP: Group Hierarchy Categories

You can create group hierarchies of different categories, for example, a group hierarchy of the category pricing or statistics.

A business partner can be assigned to several hierarchies of different categories.

The business partner group hierarchy, including its different hierarchy levels and nodes, is sales area-independent.

In a business partner group hierarchy of the category pricing, you can store sales area-independent information on every hierarchy level.

The business partner group hierarchy allows you to group business partners in a multilevel group hierarchy.

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

© SAP AG CR100 2-17

SAP AG 2004

CustomerExternal number range5000 - 5999

Sold-to party (newly created)Internal number range5000 - 5999

Customer (newly created)Internal number range1 - 4999

Sold-to partyExternal number range1 - 4999

Consistent Distribution of Business Partners

R/3CRM

If you want to have identical numbers for the business partners in both systems

The internal number range within SAP CRM corresponds to an external number assignment in SAP R/3. In this way, a business partner receives the same number in both systems. Generally speaking, an active SAP R/3 system already exists and the number ranges in SAP R/3 are already defined. If an internal number assignment is desired in SAP R/3, no further number ranges are necessary. If external number assignment occurs in SAP R/3 as well, this number range must be maintained.

You define the number ranges in SAP R/3 and assign them to account groups in the Implementation Guide (IMG) as follows:

Choose Logistics-General → Business Partner → Customers → Control → Define and Assign Customer Number Ranges.

You define the number ranges in mySAP CRM in the IMG as follows:

Choose Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Number Ranges and Groupings → Define Number Ranges.

Mandatory fields must be synchronized between SAP CRM and SAP R/3.

© SAP AG CR100 2-18

SAP AG 2004

The account group of the customer master defines the following:

The number range

Processes a customer can be used for (partner functions)

Field attributes

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

PProcessesrocesses a customer can be a customer can be used for (partner functions)used for (partner functions)

Field attributesField attributes

GroupingDetermines the number range

Business Partner RoleProvides different views of BP data, dependent on different processes

Determines the field attributes

ClassificationDefines to which SAP R/3 account group a business partner is mapped

Data SetsDepends on processes in which a business partner can be used

GroupingGroupingDetermines the number rangeDetermines the number range

Business Partner RoleBusiness Partner RoleProvides dProvides differentifferent views of BP views of BP data, dependent on different data, dependent on different processesprocesses

Determines the field attributesDetermines the field attributes

ClassificationClassificationDefines to which SAP R/3 account Defines to which SAP R/3 account group a business partner is group a business partner is mappedmapped

Data SData SetsetsDepends on processes in which a Depends on processes in which a business partner can be usedbusiness partner can be used

Two Systems, Two Different Concepts

SAP R/3 SAP CRM

SAP R/3 and SAP CRM have contrasting data models: The business partner concept in CRM is more flexible than the customer master in SAP R/3. SAP R/3 and SAP CRM have different, independent concepts regarding number range assignment, data display, and data usage. For this reason, you cannot use the business partner role and business partner grouping for mapping to account groups. To map to account groups, you use the classification.

SAP R/3 and SAP CRM also have two different concepts regarding the use of business partners in business processes (for example, in an order). In SAP R/3 you can use only a customer with the correct account group (for example, sold-to party). In SAP CRM, you can use each business partner for a specific process independent of its role, as long as the necessary data is maintained (for example, a business partner can be used as a sold-to party only when pricing data is maintained).

© SAP AG CR100 2-19

SAP AG 2004

Account groupAccount groupBP role Partner role

Sold-to party

Ship-to party

Bill-toparty

Payer

ClassificationClassification

CustomerCustomer 00010001

Sold-to party

Ship-to party

Bill-toparty

Payer

Mapping of Classifications and Account Groups

R/3CRM

A mapping structure exists between business partners in SAP CRM and SAP R/3 customers (in both directions). In SAP R/3 you can see this mapping using transaction PIDE.

You should create your own account group for the data transfer from SAP CRM to SAP R/3.

In SAP CRM, you can classify a business partner in four ways. These classifications are mapped with the account groups. SAP CRM offers these four classifications:

Consumer (an organization or person)

Customer

Prospect

Competitor

An indicator Rented Address sometimes is used. Business partners with the classification Rented Address are not distributed to an R/3 Backend System irrespective of their other classifications.

You cannot define your own classifications.

With SAP CRM 4.0 in the CRM business partner you can maintain the field Account Group and overwrite the mapping provided by the PIDE.

In SAP CRM sold-to party, ship-to party, bill-to party and payer map to the customer and the customer is mapped to one account group.

© SAP AG CR100 2-20

SAP AG 2004

Extensibility – Features

BP Roles and RelationshipsInclude additional attributes in roles and relationship categories

Create additional roles

Create new relationship categories

Extension of user interface is unaffected by SAP release updates

Existing screens can be extended by new fields

Screen sequences can be extended by new screens

Extension by applicationsSAP applications

Development partners

Customers

You can enhance business partner relationships by defining screen layout and screen sequences in control tables. You can also use defined interfaces to install program logic.

You can make the following release-independent enhancements without modifying the software:

Enhance an existing business partner relationship category with user-defined attributes. To do this, you implement the necessary program logic with defined interfaces.

Enhance business partner relationships with user-defined relationship categories. To do this, you make the necessary entries in the control tables.

© SAP AG CR100 2-21

SAP AG 2004

Business Partner Customer Enhancements

Easy Enhancement Workbench (EEW) Easy and efficient way to expand business partner master data

New fields for central business partner data

New tables for central business partner data (1:1 or 1:n)

Wizard for adding new fields and new tables to mySAP CRM Business Partner

Wizards guide the user through the extension process

Requires no extensive know-how of the development environment and data model

Enables easy prototyping

Requires no modifications and no programming

Retains results in the case of SAP upgrades

Support for SAP BW, SAP R/3 and CRM Mobile can be selected field by field

Easy Enhancement Workbench (EEW)

In SAP CRM 4.0, mySAP CRM Business Partner Master expands on the BP architecture of SAP CRM 3.0 and 3.1. It provides functions to enhance business partner master data.

Key features of the Easy Enhancement Workbench include the following:

- Wizard for adding new fields and new tables to business partner master data

- No required detailed knowledge of the development environment and data model

- Wizards for the extension process

- Cookbook that describes the objects that can be enhanced and the enhancement process. SAP Note 484597 describes where to find the cookbook.

© SAP AG CR100 2-22

SAP AG 2004

Easy Enhancement Workbench (Example)

The Easy Enhancement Workbench is a development environment with wizards, with which you can easily extend certain standard SAP business objects with user-defined data fields and tables. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This functions system-wide, that is, when extending a CRM system you can also execute extensions in the connected SAP R/3 OLTP system.

Some examples of the functions generated for the Easy Enhancement Workbench:

DDIC extensions

- Application table

- Data elements and domains

- Check table for fields

- Search help

Interface (SAP GUI): screens, function modules, entries in BDT control tables

APIs for reading, changing, deleting

To access the Easy Enhancement Workbench, use transaction code eewb.

© SAP AG CR100 2-23

SAP AG 2004

Change Screen Configuration using Visual Configuration Tool (VCT)

Configuration by dragging and dropping

Screen layout and screen sequence technique

Subscreens

Generation of screen containers

With the Visual Configuration Tool (VCT), you can change the screens and screen sequences supplied by SAP in Customizing by dragging and dropping. Like all Customizing activities, these changes are linked to transports. Changes made by customers are not affected by release updates; in other words, customer changes will not be overwritten by SAP when a new release is installed.

A selection of business partner (BP) roles is given in the Implementation Guide (IMG). You can configure each individual business partner role.

You can use the Visual Configuration Tool (VCT) to

change the layout of screens, for example, to group together several screens

change the order of screens

change the screen title

change the frame title

The original SAP configuration remains in the system and can be re-activated at any time.

© SAP AG CR100 2-24

SAP AG 2004

People-Centric: Account and Contact Management

Account and Contact Management:Search and display account

Create and maintain account data

Fact Sheet

View all relevant information at a glance

Send e-mail or fax

Print account overview

Account and Contact Management allows you to manage and maintain your accounts and contact persons.

In addition to master data maintenance, the integration of transaction data, such as business transactions and contacts, provides you with an overview of the most important data, as well as quick access to and easy maintenance of all the information on your account or contact person.

In Account and Contact Management, accounts are understood as firms or organizations, but also persons and groups that have a relationship with your firm as customers or prospects. The terms account and business partner are used as synonyms below.

Account and Contact Management is particularly useful for sales employees and managers who work only occasionally in the system in order to carry out preparatory and follow-up activities for their sales calls.

The technical name of the workset for the Account Management for the Sales Representative is com.sap.pct.crm.salesRep.Accounts. This workset summarizes information about the sales representative’s customers, prospects, and contact persons in the form of master data, transactional information and analyses.

© SAP AG CR100 2-25

SAP AG 2004

Business Partners: Unit Summary

You are now able to:Explain the SAP Business Partner

Use partner categories, Business Partner grouping and Business Partner roles

Explain Business Partner relationships

Set up Business Partner group hierarchies

Customize the mapping to the SAP R/3 system

© SAP AG CR100 2-26

© SAP AG CR100 2-27

Exercises

Unit: Business Partners Topic: Creating Business Partners and Business Partner

Relationships

At the conclusion of this exercise, you will be able to:

• Explain the concept of business partners in mySAP CRM

• Create CRM business partners and relationships between business partners

• Create yourself as a business partner in the role employee

You want to maintain business partners and business partner relationships for your trade fair business.

1-1 One of your trade fair contacts wants to place an order in a few days. Add a new business partner with category organization and role sold-to party to CRM.

1-1-1 Create a new business partner. The system automatically creates the business partner ID, therefore, you should leave the Grouping field blank.

1-1-2 Enter the following address information in the relevant fields (## is your group number):

Address

Name Stockmann AG ##

Postal Code 750##

City Paris

Country FR

Transportation Zone Central France

Language French

Maintain the Tax Classification (Control Data tab). Choose Country FR, Tax Type MWST and Tax Group FULL.

Select a sales area, IDES CRM Training and Final customer sales.

© SAP AG CR100 2-28

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 Euro

Terms of payment ZB01 14 days 3%,30 2%, 45 net

Price Group (cust) New customers

Price list type Retail

Save the business partner.

Business Partner Nr. _____________________________________

1-1-3 Check that the business partner has been uploaded to OLTP R/3.

1-1-4 Stockmann has informed you that they have an additional address for shipping the goods. Enter the address.

Address

Street 750##

City Paris

Country FR

Postal Code 750##

Transportation Zone Northern France

© SAP AG CR100 2-29

1-2 Your sold-to party, Stockmann AG ##, has a relationship with a contact person. Enter this contact person and the relationship in CRM.

1-2-1 Enter the person Michael Contact ## with the role contact person and fill all mandatory fields. Save your entries.

Business partner number ____________________________________

1-2-2 Use the locator to search for the sold-to party, Stockmann AG ##, and then switch to the Relationships area.

Create a relationship with category Has Contact Person and assign the contact person, Michael Contact ##, to it.

1-2-3 Enter the following information in the window that appears on the Usage tab page: the sales organization IDES CRM Training, the distribution channel Final customer sales and the partner function Contact person (CRM).

1-3 Enter yourself as an employee in CRM.

1-3-1 Enter Peter Miller ## in the system as a business partner with the role employee. (You can use your own name if you wish.)

1-3-2 Fill all mandatory fields and enter your user name (the name with which you logged on to the system) in the User field on the Identification tab page.

1-4 Comprehension questions about data exchange of CRM partners and SAP R/3 customers.

1-4-1 What classification does the business partner Stockmann AG ## have?

1-4-2 Which SAP R/3 account group was mapped to the classification used for the business partner in the previous question?

1-4-3 Check whether the R/3 customer that was uploaded to SAP R/3 from CRM has been created in this R/3 account group.

1-4-4 Under which prerequisites is a CRM business partner also downloaded into the corresponding SAP R/3?

1-4-5 Which settings do you have to make to ensure that a business partner created in CRM is assigned the same number in SAP R/3?

1-4-6 Which address was uploaded to the SAP R/3 system? Explain why.

© SAP AG CR100 2-30

© SAP AG CR100 2-31

Unit: Business Partners Topic: Extensibility (optional Exercise)

Create a new role. For this role, show and hide fields of the Business Partner, create a new tab, and move existing fields to the new tab.

Enter /n and choose Enter or enter /nbupt and choose Enter. Use the menu and not the Easy Access tree.

Replace all occurrences of ## with your group number, for example, if your group number is 11, change all ## to 11:

ZF## = ZF11

2-1 Change the appearance of the Business Partner display.

2-1-1 Create a new role and name it Contact Person-##. Copy the role Contact Person with all entries. (## = group number)

2-1-2 Change field attributes of the business partner in the role Contact Person-##.

Choose field group 25, Person: First Name, Last Name, from the data set BUP010 Central Data and select Required Entry.

Choose field group 64, Address: P.O. Box, from the data set BUA010 Addresses and select Hide.

Choose field group 68, P.O.Box Address: Postal Code and City, from the data set BUA010 Addresses and select Hide.

Usage: Business Partner Toolset with transaction BUPT. Make these changes only for your role Contact Person-##.

2-2 Create a new tab with the Visual Configuration Tool (VCT).

2-2-1 Create a new tab, Address and Communication, for the role Contact Person-## using the Visual Configuration Tool (VCT).

2-2-2 Change the screen sequence of the new tab to the second position.

2-2-3 Move the Standard Address section from the Name tab (former Address tab) and insert it in your new tab Address and Communication.

© SAP AG CR100 2-32

2-3 View the effects of your customizing.

2-3-1 Start the transaction Maintain Business Partner. Select the role Contact Person-##. Try to save without entering a name. What happens?

Answer: ______________________________________________

2-3-2 Do you find the PO Box and Postal Code fields?

Answer: ______________________________________________

© SAP AG CR100 2-33

Solutions

Unit: Business Partners Topic: Creating Business Partners and Business Partner

Relationships

1-1 One of your trade fair contacts wants to place an order in a few days: Add a new business partner with category organization and role sold-to party to CRM. (## = group number)

1-1-1 Create a new business partner. The system automatically creates the business partner ID, therefore, you should leave the Grouping field blank.

SAP Menu → Master Data → Business Partner (BP)→ Maintain Business Partner Click Organization and select the role Sold-to party.

1-1-2 Enter Stockmann AG ## in the Name field and enter the other information in the relevant tab pages (you can access area for the sales area data by using the Sales Area Data button).

After you have entered all the data, choose Save.

1-1-3 Check that the business partner has been uploaded to OLTP R/3.

Log on to OLTP R/3.

SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partners → Customer → Display → Sales and Distribution (Transaction VD03). Enter the CRM Business Partner number and the following sales area data:

Field Name or Data Type Values

Sales Organization 2200

Distribution Channel 10

Division 00

Optional way of checking for a successful upload:

CRM: SAP Menu → Master Data → Business Partner → Administration → Monitoring BP Data Exchange

If you see a Business Partner and a corresponding R/3 Customer Number, the upload was successful.

© SAP AG CR100 2-34

1-1-4 Stockmann has informed you that they have an additional address for shipping the goods. Enter the address.

SAP Menu → Master Data → Business Partner (BP)→ Maintain Business Partner Go to the Address overview tab. Click the Create icon and enter the new address.

In the Address Usages section, select Send Goods and click the Create icon. Assign the address you just entered.

1-2 Your sold-to party, Stockmann AG ##, has a relationship with a contact person. Enter this contact person and the relationship in CRM.

1-2-1 Enter the person Michael Contact ## with the role contact person and fill all mandatory fields.

Within the Maintain Business Partner transaction, select Person, choose the role Contact Person, fill all mandatory fields, and enter other data. Save the contact person.

1-2-2 Use the locator to search for the sold-to party, Stockmann AG ##, and then switch to the Relationships area.

Create a relationship with category Has Contact Person and assign the contact person Michael Contact ## to it.

1-2-3 Enter the following information in the window that appears on the Usage tab page: the sales organization IDES CRM Training, the distribution channel Final customer sales, and the partner function Contact Person (CRM).

Use the locator to search for the business partner, Stockmann AG ##, and choose Display. Use the Switch between Display and Change button to switch to the change mode and enter the Relationships area (use the Relationships button).

Choose the relationship type Has Contact Person and enter the business partner number of the contact person in the Relationship to BP field. You can generate this relationship using the Create button.

A window is opened in which you can enter relationship-specific data. Go to the Usage tab page and enter Michael Contact ## as the main contact person for the sales organization IDES CRM Training, the distribution channel Final customer sales and the partner function contact person.

© SAP AG CR100 2-35

1-3 Enter yourself as an employee in CRM.

1-3-1 Enter Peter Miller ## in the system as a business partner with the role employee. (You can use your own name if you wish)

Within the Maintain Business Partner transaction, select Person and choose the role employee.

1-3-2 Fill all mandatory fields and enter your user name (the name with which you logged on to the system) in the User field on the Identification tab page.

Enter your user name on the Central Data tab page. Save the employee.

1-4 Comprehension questions about data exchange of CRM partners and SAP R/3 customers.

1-4-1 What classification does the business partner Stockmann AG ## have?

If, for example, you choose the role sold-to party in the Change in Role drop-down menu, you can find out that your business partner is classified as a customer on the Classification/Hours tab page in business partner maintenance.

1-4-2 Which SAP R/3 account group was mapped to the classification used for the business partner in the previous question?

Enter the transaction PIDE in the command field in SAP R/3. Choose the dialog structure CRM → R/3: Assign BP Classification to Account Grp and see which account group was transferred to the customer.

1-4-3 Check whether the R/3 customer that was uploaded to SAP R/3 from CRM has been created in this R/3 account group.

You can find out which account group the sold-to party Stockmann AG ## has in SAP R/3 (transaction VD03) by looking in the menu under Extras → Administrative Data. The account group determined in the previous question should correspond.

In the CRM system on the Classification tab, you should see the account group from SAP R/3.

1-4-4 Under which prerequisites is a CRM business partner also downloaded into the corresponding SAP R/3?

A CRM business partner is uploaded only if it is correspondingly classified, that is, a classification is given that can be checked and maintained on the Classification/Hours tab page. The number ranges must also correspond to each other in the systems, and entries must have been made in fields that are mandatory for CRM and SAP R/3 (here, synchronization of field attributes is recommended).

© SAP AG CR100 2-36

1-4-5 Which settings do you have to make to ensure that a business partner created in CRM is assigned the same number in SAP R/3?

In CRM, a standard internal number range must be maintained and a corresponding grouping chosen. In SAP R/3, there must be an external number range that is identical to the internal CRM number range. The number ranges can be maintained in the respective systems in Customizing.

1-4-6 Which address was uploaded to the SAP R/3 system and explain why?

Only the standard address is uploaded to the SAP R/3 system.

© SAP AG CR100 2-37

Unit: Business Partners Topic: Extensibility (optional Exercise)

2-1 Change the appearance of the Business Partner display.

2-1-1 Create a new role named Contact Person-##. Copy the role Contact Person with all entries.

In the command field, enter transaction /nbupt.

SAP Easy Access Menu: Business Partner → Business Partner → Control Data → Divisibility → BP Roles

Select role BUP001 Contact Person. Choose Copy. Enter ZCP## in the BP Role field and enter Contact Person-## as the description and title. Choose Enter and choose copy all.

2-1-2 Change field attributes of the business partner in the role Contact Person-##.

First create a new entry for the BP Role Contact Person-## under Field Groupings in the IMG.

Choose the field group 24, Person: First Name, Last Name, from the data set BUP010 Central Data and select Required Entry.

Choose the field group 64, Address: P.O. Box, from the data set BUA010 Addresses and select Hide.

Choose the field group 68, P.O. Box Address: Postal Code and City, from the data set BUA010 Addresses and select Hide.

Usage: Business Partner Toolset with Transaction BUPT. Don’t forget to make these changes for your role Contact Person-##.

SAP Menu → Customizing → Cross Applications → SAP Business Partner → Basic Settings → Field Grouping → BP Roles

Choose New Entries, select your role ZCP## with F4, and choose Enter.

Save your changes and choose Back.

Select the role ZCP## and choose Field Grouping. Double-click data set BUP010 Central Data and choose field group 25, Person: First Name, Last Name, and select Required Entry.

Double-click on data set BUA010 Addresses and choose field group 64, Address: P.O. Box, and select Hide. From the same data set, choose field group 68, P.O. Box Address: Postal Code and City, and select Hide.

Save your changes.

© SAP AG CR100 2-38

2-2 Create a new tab with the Visual Configuration Tool (VCT).

2-2-1 Create a new tab, Address and Communication, for the Role Contact Person-## with the use of the Visual Configuration Tool (VCT).

SAP Menu → Customizing → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Screen configuration → Configure Screens

Expand the General data tree. Double-click Contact Person ##.

Turn on the screen sequence mode by choosing Process screen seq. (or by choosing Goto → Screen sequence). Choose Overview on. In the Overview, choose New screen. Double-click the new screen and enter the title Address and Communication. Change the name of the Address screen to Name in the same way.

Save your changes.

2-2-2 Change the screen sequence of the new tab to the second position.

In the VCT screen sequence mode, drag the new screen to the second position.

2-2-3 Move the Standard Address section from the Name tab (former Address tab) and insert it in your new Address and Communication tab.

Activate the screen layout mode by choosing Process Screen layout (or choosing Goto → Screen layout). Open the Name screen by clicking the Name button at the bottom of the VCT window. Also open the Address and Communication screen by clicking the Address and Communication button at the bottom of the VCT window. Open the Name screen, scroll to the Standard Address section and drag it to the Address and Communication screen (drop it when you can see a red bar on the Address and Communication screen).

Choose Transfer to get back to the CRM system.

Save your changes.

2-3 View the effects of your customizing.

2-3-1 Start the transaction Maintain Business Partner. Select the role Contact Person-##. Try to save without entering a name. What happens?

Answer: You have to enter a name of the contact person because you have just customized the Name field as a required entry field.

2-3-2 Do you find the PO Box and Postal Code fields?

Answer: No, in the customizing you have decided to hide them.

© SAP AG CR100 3-1

SAP AG 2004

Organizational Management: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 3-2

SAP AG 2004

Organizational Management

Overview

Organizational structure

Organizational Data Determination

© SAP AG CR100 3-3

SAP AG 2004

Organizational Management: Unit Objectives

At the conclusion of this unit, you will be able to:Explain the use of the organizational plan in mySAP CRM

Explain scenarios and attributes

Maintain an organizational plan

Explain the process of organizational data determination

Define standard roles and determination rules

Maintain organizational profiles

Assign organizational profiles to transactions types and item types

© SAP AG CR100 3-4

SAP AG 2004

You are responsible for mapping the organizational structure of your enterprise in the CRM Organization model.In addition to the initial data creation of the organization model, in the CRM system you must depict parts of the organizational structure of the existing backend SAP R/3 system.To allow your sales and service processes to run as automated as possible, you set up automatic organizational determination.

Organizational Management: Business Scenario

© SAP AG CR100 3-5

SAP AG 2004

What is Organizational Management?

Organizational Management allows you to:

Display your company’s functional organizational structure as a current organizational plan:

your sales or service structure

characterize your organizational units by organizational and general attributes

define rules to determine the organizational unit responsible

Organizational Management can be used to set up the company‘s organizational structure in the CRM and BBP environment. You can use this flexible tool to maintain the company structure, including the positions and employees in an application, and assign specific attributes to the organizational units.

Organizational Management allows you to specify organizational data automatically in a business transaction using the organizational structure. It can also be used to determine business partners, for example, you can find the employee responsible for a business transaction.

© SAP AG CR100 3-6

SAP AG 2004

Aim of Organizational Management

An activity (sales call) is created in a call center.

The system determines the sales office and the sales person responsible for the client automatically by using the postal code of the client's address.

For example:

You never have to think about your organizational data when you create a document!

In this example, a prospect calls an insurance company and asks, "Can you insure my new house?"

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

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

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

© SAP AG CR100 3-7

SAP AG 2004

Flexible: The organizational units are not already specified

Time dependent: This enables you to plan organizational changes in the future

Adaptable and extendable

One structure for sales and service

Organizational units can take the role of a business partner

Advantages of Organizational Mgmt. in CRM

With this flexible tool, you can change the organizational structure. You can include your own organizational levels and leave levels out.

Because this tool is time dependent, you can maintain different organizational structures for different time periods in parallel; that means you can plan changes in future. For example, a new sales office will open on the first day of January next year. You can define this sales office and assign it to your organizational plan already today with the validity date of 1 January next year.

The organizational plan is not static, it is dynamic. With this adaptable and extendable tool, you can maintain and change the organizational plan at any time without making changes in Customizing.

You can use the same organizational structure for different scenarios by activating it (CRM Sales, CRM Service). An organizational unit can be a sales organization and service organization at the same time. Scenario-specific data in the structure is assigned to the organizational units with attributes.

Organizational units can occur as business partners. The system automatically creates a business partner record for an organizational unit with the BP role "Organizational unit."

© SAP AG CR100 3-8

SAP AG 2004

Sales US WestSales US West

IDES Inc.IDES Inc.

IDES US Bus. Part.IDES US Bus. Part.IDES USIDES US

Campaign managerCampaign manager

Sales USSales US

IDES US Vend.IDES US Vend.

Marketing managerMarketing manager

Org. unitOrg. unit

Org. unitOrg. unit

PositionPosition

Purch. WestPurch. West IDES US Cust.IDES US Cust.Prod. WestProd. West

Org. unitOrg. unit

Sales org.Sales org.

Sales US EastSales US East

Sales officeSales office InternetInternet DenverDenver San DiegoSan Diego

Org. unitOrg. unit

Organizational Model Example

The organizational model is maintained in the application, not in Customizing. (It can be maintained in Customizing as well.) You can prevent users from making changes to the organizational model by using an authorization check.

The organizational structure in SAP CRM can be different from that in SAP R/3. The structure has no restrictions regarding usable levels.

A matrix structure cannot be mapped.

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

© SAP AG CR100 3-9

SAP AG 2004

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

Office Manchester

Salesorganization

Sales office

Position:Functional task distribution of individual items and their report structure in the organizational plan

Group 1

Sales Manager Position

Kate Kimbell Holder

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

There are two kinds of organizational objects: organizational units and positions.

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

Positions show the functional task distribution of individual items and their report structure 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.

© SAP AG CR100 3-10

SAP AG 2004

ServiceSales

Functions

With the function you can control which attributes are available and which properties the attributes have.

You can use one organizational structure for different applications.

Functions are possible applications in which the organizational unit is valid

You can assign one or more function to an organizational unit. This means you can use one organizational unit for different areas, for example, an organizational unit can be a sales organization in the Sales scenario and a service organization in the Service scenario.

You can maintain different attributes depending on the assigned function.

© SAP AG CR100 3-11

SAP AG 2004

You always maintain these attributes specifically for a function.

General AttributesOrganizational Attributes

Attributes

One or more organizational attributes can be assigned to an organizational unit

They are used to define the responsibilities of an organizational unit

They are used to define the type of an organizational unit

For example:Sales OrganizationSales OfficeSales GroupService Organization

For example:CountryDivisionDistribution ChannelPostal Code

Several general attributes can be assigned to an organizational unit

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

There are two kinds of attributes: organizational and general.

Organizational attributes indicate the type of an organizational unit.

General attributes define the responsibilities of an organizational unit.

You can assign several attributes to an organizational unit. You may define additional attributes for your company.

© SAP AG CR100 3-12

SAP AG 2004

Organizational Attributes for Sales

Sales Organization

Sales Office

Sales Group

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 specific products and services in a particular area.

Group of sales employees who are responsible for processing specific products or services.A sales group forms different areas of responsibility in a sales office.

You can assign up to three organizational attributes to an organizational unit. For example, an organizational unit can be a sales organization and a sales office.

© SAP AG CR100 3-13

SAP AG 2004

Organizational Attributes for Service

Service Organization

Service Team

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.

Organizational unit to which service employees are assigned according to tasks or 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.

© SAP AG CR100 3-14

SAP AG 2004

Organizational Unit: O 50001243 Office Manchester

General Attributes – Examples

Scenario: Sales

Org. Attribute: Sales Office

General Attributes: Distribution Channel: 10Country: GBRegion: CH, GM, LA

Scenario: Service

Org. Attribute: Service Organization

General Attributes: Country: GB and DERegion: –

The Manchester office is active for two scenarios, Sales and Service.

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

Distribution channel 10 (direct sales)

Country: Great Britain

Region: Cheshire, Greater Manchester, and Lancashire

In the Service scenario, the Manchester office is a service organization that is responsible for the countries Great Britain and Germany.

© SAP AG CR100 3-15

SAP AG 2004

?

Analysis of the SAP R/3 organizational structure (which sales or service organizations are required in CRM?)

Structure of the organizational model in CRM

Mapping of CRM organizational units with those in SAP R/3

Assignment of attributes to organizational units

Definition and assignment of positions and holders

The Organizational Model Structure

R/3 CRM

If sales structures exist in SAP R/3 and are not used in SAP CRM, these structures should not be reflected in the CRM organizational model.

The organizational model can be generated by a report, or can be maintained manually.

On the Type tab, you can specify how a CRM organizational unit corresponds with an SAP R/3 organizational unit.

You can assign scenario-specific attributes to the relevant organizational units for organizational data determination, transaction processing, and partner determination.

System users or employees can be assigned to positions, and positions can be assigned to organizational units. Positions play a large role in the context of partner determination, for example.

© SAP AG CR100 3-16

SAP AG 2004

Organizational Management – Overview

Sales Org.O 50001243

Order

WIZARD

How to define the organizational management

Step 1:Define the organizational structure:(Create: Customizing; change: Customizing or master data)

Create organizational units and positionsAssign 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 (done by the system)

Setting up Organizational Management:

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

Make your customizing settings for automatic organizational data determination using the wizards.

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.

© SAP AG CR100 3-17

SAP AG 2004

Determining the Responsible Organizational Unit (1)

Transaction

Organizational data

Responsibleorganizational unit

Sales organization

Distribution channel

...

manualentry

Customizing

Customizing

automatically via responsibility

automatically viaorganizationalmodel

or

or

then

derivation of all otherorganizational units from the responsible organizational unit

A log shows how the responsible organizational unit was found in a transaction (for example, in an order). The log can be displayed only when you are creating or changing a document; it is not saved.

To display the log, click the Call log icon on the Organization tab page. It may be turned off for performance reasons.

© SAP AG CR100 3-18

SAP AG 2004

Evaluated attributes(fill container)

Evaluated attributesEvaluated attributes(fill container)(fill container)

Country: FRRegion: 75

Country: FRRegion: 75

Container elementsContainer elementsContainer elements

Country,region

Country,region

OrganizationalOrganizational ModelModelPotential organizationalunits are searched forin the organizational

model

Search criteriaSales order

Business partner(Mr J. Leconte

from Paris, 75 France)

ResponsibilitiesResponsibilitiesDirect fixing of the

responsibleorganizational unit

or

The

org.

uni

t fou

nd is

upd

ated

Transaction typeTransaction typeTransaction type

Org. data profile

Org. data profile

Determinationrule

Determinationrule

Determining the Responsible Organizational Unit (2)

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

Note: Wizards can be used to set up automatic organizational data determination.

In SAP CRM, there are two types of determination rule can be used to find responsible organizational units: organizational model and responsibilities.

Organizational model: The attributes of the organizational model are read and evaluated.

Responsibilities: The responsible organizational unit is determined without evaluating the organizational model.

The determination of organizational data can take place differently according to the scenario used because an organizational unit in the Sales scenario has different attributes than an organizational unit in the Service scenario.

The organizational data from the document header is copied at item level. There is no separate organizational data determination at item level.

© SAP AG CR100 3-19

SAP AG 2004

Organizational Data Determination – Overview

SystemCustomizing Settings

Determination Rules

Organizational Data Profile

Transaction Type

Determination according to the attributes of the organizational units

Organizational plan must be defined; attributes must be maintained

Responsibilities can be assigned directly

Only organizational units are necessary; no attributes, no organizational plan necessary

Rule type

Organizational attributes

Rule type

Responsibilities

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

The system reads the transaction type, for example, sales order TA.

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

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

In Customizing, you define your determination rules, define organizational data profiles and assign the determination rules, and assign the organizational data profile to your transaction type.

© SAP AG CR100 3-20

SAP AG 2004

“Responsibility” Determination Rule – Example

Determination rule, type “Responsibilities”:

Attribute Value Responsible

Partner namePartner name A... to K...A... to K... Org. unit O 50002314 Org. unit O 50002314 (Sales Office 1)(Sales Office 1)

Standard Order

Customer: Becker

Product: AS1234

Attribute: Partner name

Becker:A... to K...

Standard Order

Org.data

Sales Org. 50001200Distrib. Ch. 12Sales Office 50002314

Header:

In the example in which the determination rule Responsibility is used, if the name of the partner begins with a letter from A to K, then Sales Office 1 (O 50002314) is responsible. This determination rule is assigned to an organizational data profile, which is assigned to the transaction type Standard Order.

In the example of the standard order with partner Becker, the system reads the transaction type, the organizational data profile, and the determination rule. Because the system notices that partner Becker begins with a "B", the system determines that Sales Office 1 is the responsible organizational unit.

© SAP AG CR100 3-21

SAP AG 2004

Rule Type “Org. Attributes” – Example

Determination rule, type “organizational attributes”:

Standard Order

Customer: BeckerAddress: M13 9PL

Product: AS1234

Attribute: Region

Standard Order

Org.data

Sales Org. 50002300Distrib. Ch. 12Sales Office 50002314

Header:

O 50002314 Sales Office Manchester

= Sales OfficeSales Org.: O50002300

Region: GMDistr. Chan. 12

Attribute: Region

Definition of org. unit with attributes

Region: GM

In the example of the determination rule, The determination takes place according to the attribute region. This determination rule is assigned to an organizational data profile, which is assigned to the transaction type Standard Order.

In the example of the standard order with partner Becker from Manchester, the system reads the transaction type, the organizational data profile, and the determination rule.

The system finds the attribute region in the determination rule. The system reads region GM from the order.

The system searches in the values for the organizational attributes to find which organizational unit carries the attribute region GM and finds Sales Office 1 (O 500002314).

© SAP AG CR100 3-22

SAP AG 2004

Assign the Org. Data Profile to Transaction Type(s) and/or Item Category(ies)

Define Org. Data Profile:

Define Determination Rules:

Customizing Checklist

Rule type ResponsibilitiesRule type Org. Attributes

Choose a scenarioAssign determination rulesDetermine which org. data is obligatory

Step 1

Step 2

Step 3

Wizard for creating determination rules

Wizard for creating and assigning org. data profiles

Customizing checklist

Maintain determination rules. You can define new rules for both types, responsibility and organizational attributes. In both cases you can use a wizard to create the rules. You can simulate the rules created with the wizard and process them again if required.

Maintain organizational data profile. Within the organizational data profile, you choose a scenario (for example, sales or service) for which you want to use the profile. You then assign one of the available determination rules. You can assign one rule with type responsibility and one with type organizational attributes. If you define a rule in both fields, the system finds the intersection of both quantities. Additionally, you define which organizational units are mandatory and must occur in the transaction. You can use the wizard to create and assign organizational data profiles.

Assign the organizational data profile to one or more transaction types.

© SAP AG CR100 3-23

SAP AG 2004

To speed up the initial download of master data, you can have theorganizational model automatically generated in CRM.

A prerequisite for the automatic generation is that noorganizational model already exists in CRM, because existingorganizational models could be overwritten.

The generation program can be executed only once and no delta download is carried out afterwards.

Only the organizational models from the sales scenario can be created; the purchasing and service scenarios are not supported.

Automatic Generation of the Organizational Model (1)

The Customizing activity for transferring the sales structure can be found under Master Data → Organizational Management → Data Transfer → Copy R/3 Sales Structure. The transaction for this is CRMC_R3_ORG_GENERATE.

Transferring the SAP R/3 sales structure is a copy process. The sales structure currently valid in SAP R/3 is transferred.

After the organizational model is generated, the data must be processed further in SAP CRM. Changes in the SAP R/3 sales structure are not transferred after carrying out the report.

© SAP AG CR100 3-24

SAP AG 2004

Company codeCompany code

Division

Distribution channel

Salesorganization 10001000

1010

0101 0202 02020101

10102020

20002000

Root nodeRoot node

10001000

OU 3OU 3OU 2OU 2

20002000

OU 1OU 120/0120/0110/01

10/0210/0110/02 10/0210/02

Sales structure in SAP R/3Sales structure in SAP R/3 Organizational model in CRMOrganizational model in CRM

OU = Organizational unit

Automatic Generation of the Organizational Model (2)

An individual organizational unit is created for sales organizations, distribution channels, sales offices, and sales groups.

If a sales group is assigned to several sales offices within SAP R/3, the first assignment is taken when copying. A sales group cannot be assigned to more than one office in SAP CRM.

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

Distribution channel and division are mapped as attributes of an organizational unit.

© SAP AG CR100 3-25

SAP AG 2004

Organizational Management: Unit Summary

You are now able to:Explain the use of the organizational plan in mySAP CRM

Explain scenarios and attributes

Maintain an organizational plan

Explain the process of organizational data determination

Define standard roles and determination rules

Maintain organizational profiles

Assign organizational profiles to transactions types and item types

© SAP AG CR100 3-26

© SAP AG CR100 3-27

Exercises

Unit: Organizational Management Topic: Creating an Organizational Model and Setting Up

Organizational Data Determination

At the conclusion of this exercise, you will be able to:

• Outline an organizational structure using the organizational unit and position objects

• Assign scenarios and attributes to an organizational unit

• Create a determination rule and an organizational data profile, which are used for automatic organizational data determination

You are expanding your business by adding another department. You want to check the mapping of sales structures in your SAP R/3 system and maintain the attributes that describe the responsibilities of your new department.

1-1 You want to set up a new trade fair department, which will visit trade fairs and other events to inform interested parties about the computers and other hardware offered by your company. It will also be the organizational unit responsible for contacts made at trade fairs. You want to include the new department in the organizational model that already exists 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.

1-1-2 On the level directly underneath the top node, create a new organizational unit. Enter ## TradeFair as the ID and ## Trade Fair Dept. as the description. If you wish, you can also add address information to your newly created organizational unit on the Address tab page.

1-1-3 To which sales organization is your new organizational unit ## Trade Fair Dept. assigned?

_____________________________________________________

1-1-4 Can you change this assignment? Why?

______________________________________________________

© SAP AG CR100 3-28

1-1-5 Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners with postal code 750##.

Have other attributes that describe the responsibilities of your ## Trade Fair Dept. also been assigned to the department? If so, write them down:

Attribute Value Value to

Where do these attributes come from?

_____________________________________________________

1-1-6 Your new organizational unit should be allowed for organizational data determination. Save the new unit. Write down the business partner number that was automatically generated for your new organizational unit.

Business Partner No._____________________________________

Organizational Unit ID: ___________________________________

1-2 You now want to add a position within your newly created organizational unit. You also want to fill this position with an employee you enter yourself.

1-2-1 Create the position ## TradeFair (Position ID) under your department and enter Trade Fair Dept. ## Team Leader as the description.

Is it possible to store the same information for a position as you stored for your organizational unit?

1-2-2 Assign your employee Peter Miller ## to the position you just created. Apart from the employee role, what else is automatically assigned?

______________________________________________________

When searching for the employee use search help Partner, general.

© SAP AG CR100 3-29

1-3 Define determination rules.

1-3-1 You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Check whether there is a suitable determination rule that you could use as a template. Use ORGATTR_## as an object abbreviation for the new determination rule and Determination Rule ## as a description (object name).

Use $tmp as a development class (package).

1-3-2 Delete the attribute Region from the container.

1-3-3 Save the determination rule and write down the number:

____________________________________________________

1-3-4 Simulate organizational data determination for postal code 750## and country FR (France). Which organizational units does the system find as responsible organizational units? Save the determination rule and write down the number:

____________________________________________________

1-4 Organizational data profile maintenance

1-4-1 Create the new organizational data profile ZORGPROF_##

with the description Organizational Data Profile ##.

1-4-2 Choose the sales scenario.

1-4-3 Use the determination rule you just saved as your organizational model rule.

1-4-4 Fill the mandatory fields Sales Organization and Distribution Channel for output of organizational data determination.

Using this organizational data profile in business transactions will lead to error messages in the Application Log if the fields Sales Organization and/or Distribution Channel have not been determined successfully.

© SAP AG CR100 3-30

© SAP AG CR100 3-31

Solutions

Unit: Organizational Management Topic: Creating an Organizational Model and Setting Up

Organizational Data Determination

1-1 You want to set up a new trade fair department, which will visit trade fairs and other events to inform interested parties about the computers and other hardware offered by your company. It will also be the organizational unit responsible for contacts made at trade fairs. You want to include the new department in the organizational model that already exists 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.

SAP Menu → Master Data → Organizational Model → Maintain Organizational Model Use the search area on the left side of the screen to search for the organizational unit IDES CRM Training Company. Enter the description and choose Search.

The search results are displayed in the lower-left corner of the display area in the locator. Select the organizational unit IDES CRM Training Company.

1-1-2 On the level directly below the top node, create a new organizational unit.

Enter ## TradeFair as the ID and ## Trade Fair Dept. as the description. If you wish, you can also add address information to your newly created organizational unit on the Address tab page.

Select IDES CRM Training Company in the overview window and choose Create. In the window that opens automatically, select Organizational unit and then choose Enter. Alternatively, you can double-click Organizational unit. A new organizational unit is created for the IDES CRM Training Company. Enter data about the new organizational unit on the Basic Data tab page and address data on the Address tab page.

1-1-3 To which sales organization is your new organizational unit assigned?

Your organizational unit is assigned to the sales organization IDES CRM Training Company, which is mapped to the sales organization 2200 in SAP R/3.

1-1-4 Can you change this assignment? Why?

You cannot change this assignment because it is an attribute passed down from the highest organizational unit, IDES CRM Training Company.

© SAP AG CR100 3-32

1-1-5 Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners with the postal code 750##.

Have other attributes that describe the responsibilities of your ## Trade Fair Dept. also been assigned to the department? If so, write them down:

In order to maintain general attributes for your organizational unit, select your organizational unit and go to the Attributes tab page. Within the list of attributes, go to the entry Postal Code and enter 750##. If the attribute is not listed, choose All Attributes. The following attributes are already available because they were passed down from the highest node of the organizational structure.

Attribute Value Value to

Country FR

Reference Currency of Document

EUR

Distribution channel 10

1-1-6 Your new organizational unit should be allowed for organizational data determination. Save the new unit. Write down the business partner number that was automatically generated for your new organizational unit.

Select the Sales scenario on the Functions tab. On the Attributes tab, click on the consistency icon and select Obj. Permitted in Determination. Save the organizational structure. You can find the number of the corresponding business partner and the organizational unit ID in the overview area.

1-2 You now want to add a position within your newly created organizational unit. You also want to fill this position with an employee you create yourself.

1-2-1 Create the position ## TradeFair (Position ID) under your department and enter the description Trade Fair Dept. ## Team Leader.

Is it possible to store the same information for a position as you stored for your organizational unit?

Within the overview area of the organizational structure, select your organizational structure and then choose Create. In the window that opens, choose Position and then Transfer (Enter). A new position is created and assigned to your organizational unit. Maintain the data on the Basic Data tab page.

There is no tab page for address data for a position.

1-2-2 Assign your employee Peter Miller ## to the position you just created.

Apart from the employee role, what else is automatically assigned?

Choose Assign and choose Business partner (Employee). Use the search function to select employee Peter Miller ##, whom you entered in the exercises for the Business Partners unit. Double-click Peter Miller ##. The user assigned to the employee is displayed automatically.

© SAP AG CR100 3-33

1-3 Define determination rules.

1-3-1 You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Check whether there is a suitable determination rule that you could use as a template.

Use ORGATTR_## as an object abbreviation for the new determination rule and Determination Rule ## as a description (object name).

IMG: SAP Reference IMG → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Determination Rules Read the documentation for displaying a list of available determination rules.

Enter determination rule 10000164 (ORGMAN_7- Det. acc. to partner at. (Reg, Country)) and then choose Copy. Maintain the values given in the exercise.

Use $tmp as a development class (package).

1-3-2 Delete the attribute Region from the container.

Go to the change mode for your new determination rule. Select the entry Region on the Container tab page, right-click and choose Delete to delete the entry. Save the modified determination rule.

1-3-3 Save the determination rule and write down the number.

Choose Save.

1-3-4 Simulate organizational data determination for postal code 750## and country FR (France). Which organizational units does the system find as responsible organizational units?

Choose Simulate rule resolution and enter the attributes Postal Code 750## and Country FR. Your organizational unit ## Trade Fair Dept. and position ## Trade Fair should be displayed.

© SAP AG CR100 3-34

1-4 Organizational data profile maintenance

1-4-1 Create the new organizational data profile ZORGPROF_## with the description Organizational Data Profile ##.

IMG: SAP Reference IMG → Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Organizational Data Profile Choose New Entries and enter the data.

1-4-2 Choose the sales scenario.

From the list of scenarios, choose Sales.

1-4-3 Use the determination rule you just defined as your organizational model rule.

In Organizational model rule, enter the number of the determination rule that you just created.

1-4-4 Fill the mandatory fields Sales Organization and Distribution Channel for output of organizational data determination.

Select Sales organization and Distribution channel. Save the organizational data profile.

© SAP AG CR100 4-1

SAP AG 2004

Territory Management: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 4-2

SAP AG 2004

Territory Management

What is Territory Management

How Territory Management is used

Functions of Territory Management

How to Maintain Territories

© SAP AG CR100 4-3

SAP AG 2004

Territory Management: Unit Objectives

At the conclusion of this unit, you will be able to:Describe Territory Management

Explain the use of Territory Management

Maintain a Territory hierarchy

© SAP AG CR100 4-4

SAP AG 2004

Your enterprise would like you to manage your sales territories (market view). They would like you to advise how the territory can be used for a geographical area, a product line, or customers and if the territory can have attributes such as country, state, postal code, or product category.

Territory Management: Business Scenario

© SAP AG CR100 4-5

SAP AG 2004

Reflects the market view of an organization. Organizational model reflects internal view of your organization.

Reflects the market view of an organization. Organizational model reflects internal view of your organization.

Who has the highest revenue?Who has the highest revenue?

Which business partners belong to a particular territory?

Which business partners belong to a particular territory?

Which products can be offered in a particular territory?

Which products can be offered in a particular territory?

Why Territory Management?

Who is responsible for a particular territory?Who is responsible for a particular territory?

Territory Management

Territory Management

Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products or number of visits). Whereas the organizational model reflects the internal view of your organization, the territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease, and territories must be resized or reallocated to accommodate this to ensure that a sales representative has the appropriate workload.

Reduce expenses: Running a field sales force is one of the costliest factors faced by a company. A well-defined territory structure with the associated responsibilities can help you reduce these costs.

Improve customer service: Assigning customers to territories and the relevant sales person ensures that all your customers are taken care of in the best possible way.

Assess and motivate employees: Sales employees can also be evaluated according to the goals they have reached in their territories.

Optimize organization: Territory management can be used to distribute data correctly and thus control the sales force’s access to data. Furthermore, it is essential that you can quickly determine who is responsible for which area, for example, finding the correct sales representative during a customer telephone call.

© SAP AG CR100 4-6

SAP AG 2004

Territory Management in mySAP CRM

24

1 Territory Hierarchy Planning

Sales Analysis by Territory Territory Maintenance

3 Territory Determination in Business Transaction

SalesAssistent

In Territory Hierarchy Planning, you can create and define your whole territory structure.

In Territory Maintenance, you keep your territory hierarchy up-to-date (for example, create a new territory or delete an old one, change or add validity period or attributes. You also maintain employee assignments here (for example, substitutions).

In the Business Transaction, the territory can be determined from the employee responsible or from attributes of a business partner (for example, sold-to).

In Territory Analysis, the sales manager can analyze his territory and employees using different criteria.

© SAP AG CR100 4-7

SAP AG 2004

Territory Management – Functions

Definition of territory hierarchy and employee assignment within SAP CRM or external planning tool

Assignment of employees to territories via HR position defined in Organizational Management

Partner function in which the employee is assigned to a position to distinguish between different responsibilities

Time dependency of territory to enable planned changes to the hierarchy

Planning and sales analysis to monitor performance of the territories and sales force

The market segment is defined by attributes that describe its responsibility, such as the following:

Geographic locations (for example, by postal codes)

Products and product lines

Directly assigned business partners (for example, key accounts)

User-defined attributes

A combination of attributes

Territory Management adds business value and offers these results:

Precise monitoring and management of your sales force

Optimal coverage of your sales territories

Improved customer service

Fast adaptation to changes in a fast-changing world

© SAP AG CR100 4-8

SAP AG 2004

Definition and Structure of Territories

Soft Drinks

Soft Drinks UK

You can define the structure of the hierarchy according to your sales market requirements.

You use hierarchy levels to represent your business units, product lines, or regions.

Bottles

Soft Drinks USA

CansRob William

Beverage & Food CompanyBeverage & Food Company

Jane Miller

Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, number of visits). These territories are structured in a territory hierarchy.

A hierarchy of territories used in Territory Management. It can comprise several levels, for example:

Level 0: Country

Level 1: Product Line

Level 2: Region

Level 3: Area

The territory hierarchy has a validity period, which enables you to create territory hierarchies for the future and keep a history of previous hierarchies.

You can define the territories using data from SAP CRM or an external planning tool. The data from the external planning tool is imported to SAP CRM with an open import interface.

© SAP AG CR100 4-9

SAP AG 2004

Territory Attributes

Rob William

Beverage & Food CompanyBeverage & Food Company

Jane Miller

Attributes:

Geographic locations (region or location by postal code)

Products or product lines

Directly assigned business partners (for example, key accounts)

A combination of attributes

Ability to define your own

Attributes describe the responsibility of a territory. You can easily activate the attributes you need.

You can divide your sales market into clear and well-defined territories. You can define the territories using data from CRM Enterprise or an external planning tool. A territory has attributes that describe its scope, for example:

Geographic locations (for example, location by postal code)

Products and product lines

Directly assigned business partners (for example, key accounts)

A combination of attributes

For greater flexibility, you can define your own attributes.

© SAP AG CR100 4-10

SAP AG 2004

Allocating Employees to Your Territories

Sales US WestSales US West

Sales ManagerSales Manager Sales RepSales Rep

Org. unitOrg. unit

PositionPosition

Sales US EastSales US East

Sales officeSales office Carson CityCarson City DenverDenver San DiegoSan Diego

EmployeeEmployee

Rob William

Beverage & Food CompanyBeverage & Food Company

Jane Miller

To define who is responsible for a territory, you must link your employees with the territories via the HR Position in Organizational Management.

You can assign employees permanently or for a definite time period. You assign an employee to a territory via the employee's position. This makes it easier to assign another employee to the territory if the first employee is away from the office or has left the company. When you change this information in the organizational model, this information is automatically considered in the territory in CRM Enterprise.

You can carry out planning, analyze sales figures, and monitor performance of the territories and the salespeople.

You can change the territory hierarchy when territories must be redefined to accommodate the changing sales market.

You can export the data to external planning tools using an export interface.

© SAP AG CR100 4-11

SAP AG 2004

Territory Determination in Business Transactions

You can see the territory assignment in all business transactions if you have accounted for the partner determination.

When you create a business transaction, the system automatically determines the territory for the business transaction.

When you create a business transaction in CRM Enterprise and enter an employee responsible in the header or in the item, the system automatically determines the territory for the business transaction. If the employee is assigned via the position to multiple territories, the system displays a dialog box from which you can select the relevant territory. This information is located on the Partner tab in the header and the item. If an employee has more than one territory, you can choose the relevant one in a dialog box. You must assign the employee responsible to a territory. The system can determine territories on the basis of the partner function category. You maintain this in the Implementation Guide (IMG) for Customer Relationship Management under Master Data → Territory Management → Activate Territory Determination for Partners in Business Transaction . The standard setting is for partner function categories 0005 (employee) and 0008 (person responsible).

Based on the territory, the system can automatically determine the employee responsible in the business transaction.

In Customizing for Customer Relationship Management under Basic Functions → Partner Processing → Define Access Sequences there is a new access sequence 0030 (Preceding Document → Territory Management → User), based on the source (partner determination origin) CRM_PARTNER_M (Business Partner from Territory Management).

Based on the attributes of the partner function source (in the new access sequence 0030, this is the sold-to party), the system determines the territory.

The system then takes the employee responsible assigned to the territory.

© SAP AG CR100 4-12

SAP AG 2004

Analytics in the Sales Representative Portal

Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice, such as size, region, or product line.

Use flexible territorystructures to plan andanalyze your sales quotas

Monitor and manage your plan/actual achievement in a rolling forecast

Queries were developed to meet particular customer requirements, including those from the pharmaceutical and consumer products industries. These queries can be used to analyze your sales data for territories:

Plan/Actual Comparison for territories (with Strategic Enterprise Management, SEM) compares actual and planned sales quantities and net revenues at territory level.

Plan/Actual Comparison of Key Figures per Territory (with SEM) compares actual and planned quantities, gross revenue, discounts and net revenues at territory level.

Number of activities per territory

Number of samples distributed per territory

Contracts per territory

Open sales orders and quotations per territory

© SAP AG CR100 4-13

SAP AG 2004

Territory Management: Unit Summary

You are now able to:Describe Territory Management

Explain the use of Territory Management

Maintain a Territory hierarchy

© SAP AG CR100 4-14

© SAP AG CR100 4-15

Exercises

Unit: Territory Management Topic: Territory Management

At the conclusion of this exercise, you will be able to:

• Create a Territory

• Assign Employees to a Territory

• View the Territory in a business transaction

A territory is a part of Territory Management and can be used in the business transaction, for example a sales order or an activity.

In CRM Enterprise you can assign a territory to an employee, for example to a sales representative who is responsible for selling in a certain area.

When you create a business transaction in CRM Enterprise, the system automatically determines the territory on the basis of the employee responsible.

1-1 What is the difference between Territory Management and Organizational Structure?

1-2 The hierarchies of territories used in Territory Management can be freely defined in Customizing. Make yourself familiar with territory levels both in the application and in Customizing.

1-2-1 Take a look at Territory A (PC4YOU Inc.). How many and which territory levels are used?

1-2-2 Territory ID’s have an offset and a defined length. Go to Customizing and check the details for every level.

When leaving the transaction answer the question “Do you want to start delta upload for Mobile in background?” with No

© SAP AG CR100 4-16

1-3 Define a new territory using all four levels, assign attributes at area level as well as an employee who is responsible for this territory.

1-3-1 Create a new territory Company (level 0) with description ## Umbrella Communication and choose the corresponding ID derived from your group number.

Group Nr Company ID (Level 0)

Group Nr Company ID (Level 0)

01 B 11 L

02 C 12 M

03 D 13 N

04 E 14 Q

05 F 15 R

06 G 16 S

07 H 17 T

08 I 18 U

09 J 19 V

10 K 20 W

1-3-2 Below the company level, create two territories with territory level Business Unit. In the following parts of this exercise the “?” should be replaced by your one character Company ID.

Territory Level: Business Unit

Territory ID: ?A

Description: Hardware – Group ##

Territory Level: Business Unit

Territory ID: ?B

Description: Software – Group ##

Save the data.

1-3-3 Below Business Unit Hardware – Group ##, create a territory of level Region.

Territory Level: Region

Territory ID: ?A##

Description: Hardware – North – Group ##

Save the data.

© SAP AG CR100 4-17

1-3-4 Below Region Hardware – North – Group ##, create a territory of level Area.

Territory Level: Area

Territory ID: ?A##A1NW

Description: Hardware – NorthWest – Group ##

Save the data.

1-3-5 Now you can assign attributes in order to create a territory that should consist of business partners that are located in a certain area. You can use the “*” symbol as a wild card (e.g. necessary when using the Zip Code attribute).

BP_COUNTRY: US

BP_REGION: WA

BP_POST_CODE: 9*

Check how many Business Partners are assigned to this territory.

Is the Business Partner you created in Unit 1 (##Umbrella Communication) in this territory?

Is the Business Partner ##Megastore in this territory?

1-3-6 As a last step you have to assign an employee/position. Search for the business partner Peter Miller ## (Role Employee) you created in Unit 2 and assign him to the territory.

Save the data.

1-4 You would like to understand how territories are determined within business transactions. Therefore you create some sales orders using different transaction types.

1-4-1 Create a sales order of type Telesales in SAPGUI and enter the following:

Sold-To Party: ##Megastore

Go to the partner tab and check the responsible employee. Scroll further to the right and check the territory ID.

How was this territory determined?

1-4-2 Create a sales order of type Territory TA in SAPGUI and enter the following:

Sold-To Party: ##Umbrella

Choose Org Unit Internet Group 1.

Go to the partner tab and check the responsible employee. Scroll further to the right and check the territory ID.

How was this territory determined?

© SAP AG CR100 4-18

© SAP AG CR100 4-19

Solutions

Unit: Territory Management Topic: Classifying and Using Opportunities

1-1 What is the difference between Territory Management and Organizational Structure?

Organizational model reflects the internal view of your organization. The territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease and territories must be resized or reallocated to accommodate this, to ensure that a sales representative has the appropriate workload

1-2 The hierarchies of territories used in Territory Management can be freely defined in Customizing. Make yourself familiar with territory levels both in the application and in Customizing.

1-2-1 Take a look at Territory A (PC4YOU Inc.). How many and which territory levels are used?

SAP Menu Master Data Territory Management Maintain Territory Hierarchy

Territory Open

Enter A and confirm.

Edit Expand Node

Double-click on some territory levels in order to see that four territory levels are used:

Company (PC4YOU Inc.)

Business Unit, e.g. B1 Hardware

Region, e.g. C010 Pacific

Area, e.g. D0100010 Washington

When leaving the transaction answer the question “Do you want to start delta upload for Mobile in background?” with No

© SAP AG CR100 4-20

1-2-2 Territory ID’s have an offset and a defined length. Go to Customizing and check the details for every level.

SAP Menu Architecture and Technology Configuration Customizing Button SAP Reference IMG

Customer Relationship Management Master Data Territory Management Define Territory Hierarchy Levels

Check the details for every Level.

Territory Level Level Descripiton

Offset Length

0 Company 0 1

1 Business Unit 1 2

2 Region 3 4

3 Area 7 8

1-3 Define a new territory using all four levels, assign attributes at area level as well as an employee who is responsible for this territory.

1-3-1 Create a new territory Company (level 0) with description ## Umbrella Communication and choose the corresponding ID derived from your group number.

SAP Menu Master Data Territory Management Maintain Territory Hierarchy

Territory Create

Use Territory ID and Description given in the exercise.

Save.

1-3-2 In the Territory Hierarchy tree click with the right mouse button on your newly created company level and choose Territory Create. Enter the data given in the exercise.

1-3-3 In the Territory Hierarchy tree click with the right mouse button on your newly created business unit level and choose Territory Create. Enter the data given in the exercise.

1-3-4 In the Territory Hierarchy tree click with the right mouse button on your newly created region level and choose Territory Create. Enter the data given in the exercise.

© SAP AG CR100 4-21

1-3-5 Enter the data given in the exercise.

Is the Business Partner you created in Unit 1 (##Umbrella Communication) in this territory?

Yes.

Is the Business Partner ##Megastore in this territory?

No.

Click on and here you can see the number of objects in the territory. You will get a list of business partners fulfilling the attributes for example, country US, Region WA, and Postal code 9*.

1-3-6 Use the icon in order to assign an employee/position. Search for the business partner e.g. using search method Partners by Role (choose Role BUP003) or Partner, general.

Once you confirm, a window will pop up. Flag the ## Trade Fair position and confirm.

Save the territory hierarchy.

1-4 You would like to understand how territories are determined within business transactions. Therefore you create some sales orders using different transaction types.

1-4-1 Create a sales order of type Telesales in SAPGUI and enter the following:

SAP Menu Sales Maintain Sales Transactions

Business Transaction Create

In case of a standard Telesales order, partner determination takes place and the Employee Responsible is found via an access sequence that does not determine the territory from business partner attributes. The responsible employee is determined and then it is checked whether he is assigned to one or more territories.

In our case Peter Miller ## is assigned to a territory you created and this information is visible on the partner tab.

1-4-2 Create a sales order of type Territory TA in SAPGUI and enter the following:

SAP Menu Sales Maintain Sales Transactions

Business Transaction Create

In case of a Territory TA order, partner determination takes place and the Employee Responsible is found via an access sequence that first determines the territory from business partner attributes.

Once the territory is determined, it is checked which employee is assigned to it.

In our case, two employees are determined (Susan Affleck and Peter Miller ##). If you choose Peter Miller ## the same information is visible on the partner tab but the way this information was derived is completely different to 1-4-1.

© SAP AG CR100 5-1

SAP AG 2004

Product Master: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 5-2

SAP AG 2004

Product Master

Product Master Basics

Maintaining Products

Hierarchies, Categories, Set Types and Attributes

Product Data Exchange between SAP CRM and SAP R/3

© SAP AG CR100 5-3

SAP AG 2004

Product Master: Unit Objectives

At the conclusion of this unit, you will be able to:Describe and use the Product Workbench

Maintain products and enhance them using set types and attributes

Explain product hierarchies and categories

Explain the basics of the integration of SAP R/3 products in SAP CRM

© SAP AG CR100 5-4

SAP AG 2004

Your enterprise wants to open new distribution channels and to conduct the sale of your products with the SAP CRM system.Because product data is already available in material masters in the back-end SAP R/3, you can use part of this data, integrate it, and enhance it according to the new CRM product master concept.

CRM Product Master: Business Scenario

© SAP AG CR100 5-5

SAP AG 2004

MaterialMaterial

CRMProduct Master

CRMProduct Master

Product Types

WarrantyWarranty

ServicesServices

FinancingFinancing

Distinction between the SAP R/3 Product and SAP CRM Product

The CRM product master represents products (for example, a hard disk), services (for example, PC warranty, PC maintenance), warranties and financings (e.g. leasing)

Products can be service packages, bills of material or a combination.

Configurable products, such as personal computers, are only given attributes and attribute values when the product is sold.

Warranty information for individual objects is created with reference to product, for example, product registration via e-service.

A separate number range can be maintained for each product type.

Product type IP (Intellectual Property) is available for the Media industry.

© SAP AG CR100 5-6

SAP AG 2004

Product 4711 – Hard diskProduct 4711 – Hard disk

SAP Basic Data

StatusStatus

Basic TextsBasic Texts

Product CategoriesProduct Categories

Sales & Distribution

Sales: TextsSales: Texts

Distribution ChainDistribution Chain

Sales:Control FieldsSales:Control Fields

...

......

......

......

Structure of the CRM Product Master

The CRM product master is a collection or arrangement of various set types that contain specific data.

Set types, which correspond to database tables, are displayed on various views (tab pages). Predefined set types (for example, basic data, short texts, conversion of unit of measure) are delivered with the standard product. You can enhance the product master with user-defined set types.

For SAP GUI views (tab pages) can be defined in Customizing: SAP Implementation Guide Cross-Application Components SAP Products Settings for Product Maintenance Define Views

© SAP AG CR100 5-7

SAP AG 2004

Temporary or inconsistent products can be saved as inactiveRelationships or dependencies between products can be modeled (for example, accessories)

newnew

changedchanged

oldmodel

oldmodel

displaydisplay

Maintaining Products

In SAP CRM product maintenance it is possible to copy products.

R3PRODSTYP maps the product types present in the SAP R/3 system. For this reason, it is vital to assign the base hierarchy R3PRODSTYP to make basic data set types available.

Customer product numbers can be assigned. Customer product numbers are stored in the relevant relationships.

A Global Trade Item Number (GTIN) is used for mapping the European Article Number (EAN).

Structured products can be created in SAP CRM in product maintenance in the same manner as other products. In addition, structured articles (sets, displays, and prepacks) can be downloaded from R/3 Retail Systems and represented in the CRM Server as structured products. Structured products can also be uploaded to R/3 Retail Systems and standard R/3 Systems.

© SAP AG CR100 5-8

SAP AG 2004

CRM DB

Productdata inactiveinactive

Product catalogProduct catalog

Order itemOrder item

CRM Application

Saving temporary or inconsistent product dataYou cannot use inactive product data in SAP CRM applicationsYou can delete inactive product dataMass maintenance of inactive product data is possible

Inactive Product Data

With inconsistent product data, the application log contains serious errors, for example, base unit of measure = XY. In this case, it is not possible to save the product data actively, only inactively. After the errors are corrected, it is then possible to save the inactive product data actively. Only then is the product available in the CRM applications.

Mass maintenance of inactive products is possible. Through collective processing, you can activate and delete several products at a time.

Inactive product data can also be created, if, for example, product data from product catalogs is imported into the CRM system by suppliers. The imported data can be processed subsequently; the data can be activated only after post-processing.

To use this option, you need to carry out Customizing: SAP Implementation Guide → Cross-Application Components → SAP Products → Basic Settings → Allow Inactive Products.

© SAP AG CR100 5-9

SAP AG 2004

Has accessories

Customers

Relationship?

Relationships

Product?Product? ??

The relationship has accessories plays a large role in the CRM product catalog, which is used in the Internet sales scenario. If a customer adds a product to her shopping cart, additional products can be suggested to the customer via the relationship has accessories.

The following are additional relationship types:

Customers (a customer material number can be assigned)

Financed by

Content Provider

Indemnity Payment

Manufacturer

Vendors (a vendor material number can be assigned)

Components

Warranty

For download of the SAP R/3 customer material number to SAP CRM, there is a new relationship type (new in CRM 4.0) for customer material number and shipping plant information and the data is stored according to distribution chain.

© SAP AG CR100 5-10

SAP AG 2004

Base hierarchiesWith an SAP R/3 customizing download, SAP R/3 material master groupings are converted to SAP CRM category hierarchies (base hierarchies)

Hierarchies and Categories (1)

SAP R/3 SAP CRMMaterial type R3PRODSTYP

Material group R3MATCLASS

Product hierarchy R3PRODHIER

SAP R/3 SAP CRMMaterial type R3PRODSTYP

Material group R3MATCLASS

Product hierarchy R3PRODHIER

R3PRODSTYP is the default base hierarchy. Products loaded from SAP R/3 into SAP CRM must belong to at least this base hierarchy. Assignment to other base hierarchies is optional.

Hierarchies can be imported with COM_HIERARCHY_CREATE_API. Categories and hierarchies can be transported.

If SAP CRM is implemented without SAP R/3 system as the back-end system, preparatory steps are necessary before product master data can be created in the SAP CRM system. These preparatory steps are documented in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → CRM Standalone

© SAP AG CR100 5-11

SAP AG 2004

Excerpt from the base hierarchy R3PRODHIER

Hierarchy nodesHierarchy nodes

0010000100

0012500125

Machines

PC00125001000012500100

Hardware

00125001050012500105 Workstation

00125001150012500115 Printers

Categories

Sub categories

Hierarchies and Categories (2)

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

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

The assignment of a product can be changed or deleted.

An employee responsible at category level can be stored. Because a hierarchy can consist of many different categories, responsibilities can be mapped through these categories.

You can import categories with the API function module, COM_PROD_CATEGORY_MAINTAIN.

Hierarchies and categories are part of the transport system since release 3.0.

© SAP AG CR100 5-12

SAP AG 2004

Enhancing the Product Master: Overview

ComputersComputers

DesktopsDesktops

LaptopsLaptops

MonitorsMonitors

ProductsProducts

PrintersPrinters

Hierarchy Categories Set types Attributes

Product 4711 (Monitor)

ColorSizePhase-out model

White21 inchYes

Color

Size

Phase-out model

Monitor characteristics

Monitorcharacteristics

The following slides explain the various elements necessary to enhance the product master:

Hierarchies

Categories

Set types

Attributes

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

Creation of settypes results in the creation of database tables and other data dictionary objects (e.g. function groups, function modules, dynpros, …)

Settypes can be assigned to categories. It is also possible to assign a view (tab page) on which settype information will be displayed.

© SAP AG CR100 5-13

SAP AG 2004

1. Create hierarchies and categories

2. Create attributes

3. Create set types

4. Assign attributes to set types

5. Assign set types to categories (within the category and hierarchy maintenance)

6. Assign the product master to hierarchy/category data (within the product maintenance)

Enhancing the Product Master Step by Step

Above you find the step-by-step procedure how to enhance the product master.

SAP Note 602673 gives an example of how it is possible to fill new fields in SAP CRM with material master information of SAP R/3.

© SAP AG CR100 5-14

SAP AG 2004

Direct upload from product maintenance (manual)Subsequent changes in mySAP CRM are updated

Upload of CRM Product Data into SAP R/3 System

mySAP CRM

Source

SAP R/3 System

Target

The upload cannot be automated. It must be carried out manually and individually for each product.

Upload can be permitted or prohibited for each product type in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Settings for Product Type → Allow Upload for a Product Type.

The default basic unit of measure can be maintained in Customizing. Because this is a required entry field in SAP R/3, the product type Financing (which has no default base unit of measure in SAP CRM) must have a default base unit of measure.

After a product has been uploaded from SAP CRM to OLTP, changes are updated via a delta transfer.

© SAP AG CR100 5-15

SAP AG 2004

1. Initial download (one time)

2. Delta download (permanent)

Download of CRM Product Data from SAP R/3 System

SAP R/3System

Source

mySAP CRM

Target

An initial download is performed at the start, when SAP CRM is set up. Existing Customizing data is a prerequisite for a successful initial download. The middleware settings act as a filter to control which data should be loaded. During the initial download, a distinction is made between the object types business object, customizing object and condition object.

The delta download ensures that transaction data and master data are permanently exchanged between the CRM and a back-end system. Customizing changes are not updated via delta download.

During the initial download, product hierarchies are loaded from SAP R/3 into SAP CRM. The Material group and Product hierarchy fields are compared.

In the Customizing download example, the product hierarchy in SAP R/3:

Used to group materials by combining different characteristics, similar to the UN/SPSC principle. Used in SD for pricing.

View Basic Data 1 in R/3 material master, MARA-PRDHA field with check table T179.

The numbers in the category hierarchy R3PRODHIER are derived from the Customizing table T179 in SAP R/3.

At present, there must be a suitable numbering scheme in the SAP CRM system so that product hierarchies can be downloaded from SAP R/3.

© SAP AG CR100 5-16

SAP AG 2004

Competitor Products

Competitor ProductsLean product master

Maintenance of competitor products

Relationships

Integration in business processes

Competitor Product

HT-1010HT-1010

C-0100C-0100

C-0125C-0125

CompetitorProduct

Our Product

CompetitorProduct

A competitive product has a lean product master. This is controlled by the product category. Competitive products can be created on the portal and can be integrated into business processes for Activity Management or Opportunity Management.

Competitive product information is exchanged with the mobile client in both directions.

The following are standard delivered relationships:

Competitor – competitor product

Customer – competitor product

Own product – competitor product

Competitor products are only available in the People-Centric UI.

© SAP AG CR100 5-17

SAP AG 2004

Product Master: Unit Summary

You are now able to:Describe and use the Product Workbench

Maintain products and enhance them using set types and attributes

Explain product hierarchies and categories

Explain the basics of the integration of SAP R/3 products in SAP CRM

© SAP AG CR100 5-18

© SAP AG CR100 5-19

Exercises

Unit: Product Master Topic: Product Maintenance and Enhancement

At the conclusion of this exercise, you will be able to:

• Explain the concept of the product master

• Enhance products in CRM by adding your own attributes

You want to introduce a new product at a trade fair and win customers and potential sales. Because you are running an SAP CRM system against an SAP R/3 system in which several SD and FI subsequent processes are found, you first create your product master data as material masters in the SAP R/3 system. Use the Delta Download functionality in CRM middleware to transfer this data to the CRM system.

1-1 Create a material master with several views in SAP R/3.

1-1-1 Log on to SAP R/3 and go to Materials Maintenance: SAP Menu → Logistics → Sales and Distribution → Master Data → Products → Material → Trading Goods → Create (Do not enter a material or material number. This is done by internal number assignment.) Enter the following data: Industry Sector: Retail Views: Basic Data (1 + 2) Sales: Sales Org. Data 1 Sales: Sales Org. Data 2 Sales: General / Plant Data Organizational Units: Plant: 2200 Sales org.: 2200 Distr. channel 10 Data: Description: Monitor – Group ## (Enter the same short text for the language FR under Additional Data.) Base Unit of Measure: PC Material Group: 00207 (Monitors)

© SAP AG CR100 5-20

Sales: Sales Org. Data views: Tax Classification: 1 (for all countries) Conditions: 1 PC costs EUR 299,-- (sales price) Sales: general/plant view: Transportation Group: 0001 (On pallets) Loading Group: 0002 (Forklift) Save the material and note the number ___________________.

1-2 Display the material master in both CRM and SAP R/3 and familiarize yourself with product maintenance. 1-2-1 Use the Locator to search for your product. Which criteria could you use for

your search? 1-2-2 Include the product in your worklist.

You can use Settings (found under Extras in the toolbar) to change the display format of the Locator and to assign Search and Worklist to the active tab page.

1-2-3 View the detailed data in the General Data for your product. Has your product master been created correctly?

1-2-4 Display the relationships for your product. Why are no product relationships displayed? Create material R-1120 as an accessory to your product. Where is this accessory functionality used?

1-3 Enhance your product master in CRM. A number of steps are necessary for this. They should be taken in the following order:

1-3-1 First, create two new attributes. Attribute: ZDIAGONALE_GR## Description: Size of Monitor – Group ## Attribute Type: Integer Attribute Length: 3 Value Range: 15 – Description 15 inches 17 – Description 17 inches 21 – Description 21 inches Attribute: ZMONITORTYP_GR## Description: Monitor Type Attribute Type: Character String Attribute Length: 5 Value Range: TFT – Description Flat Screen CRT – Description Normal Save your entries.

© SAP AG CR100 5-21

1-3-2 Create a set type ZMONITOR_GR## and assign to it the attributes you created in the previous exercise.

Description: Monitor Characteristics – Group ##

Product Type: Material (select this check box)

Attribute 1: ZDIAGONALE_GR##

Attribute 2: ZMONITORTYP_GR##

Save your entries.

1-3-3 Create a category hierarchy and two categories.

Category Hierarchy: ZHIER_##

Hierarchy Description: Hierarchy Group ##

Category: root

Category Description: root

Product Type: Leave blank

Product Assignment: Not possible

We recommend that you first define a root node so that you can later assign several categories on the same level.

Category: MONITORE_GR##

Category Description: Monitors of Group ##

Product Type: Material

Product Assignment: Possible

Set Type ZMONITOR_GR##

Save your entries.

Alternatively, you can assign a value to the View-ID field. This controls whether the attributes are later displayed on an existing or new tabulator.

IMG → Cross-Application Components → SAP Products → Settings for Product Maintenance → Define Views

Enter Group_## as the view and Group View ## as the view description.

1-3-4 Go to product maintenance and categorize your product by entering and saving the relevant hierarchy and category in product categories in the SAP Basic Data.

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

© SAP AG CR100 5-22

1-4 Comprehension questions about the product master

1-4-1 What types of products exist in CRM?

_____________________________________________________

_____________________________________________________

1-4-2 Can product and material masters be exchanged between SAP R/3 and CRM? What possibilities are there to do this and what are the differences between them?

_____________________________________________________

_____________________________________________________

1-4-3 Give some possible reasons why an inactive product master would need to be created.

_____________________________________________________

_____________________________________________________

© SAP AG CR100 5-23

Solutions

Unit: Product Master Topic: Product Maintenance and Enhancement

1-1 Create a material master with several views in SAP R/3.

1-1-1 Log on to SAP R/3 and branch to Materials Maintenance:

SAP Menu → Logistics → Sales and Distribution → Master Data → Products → Material → Trading Goods → Create

Enter the data given in the exercise.

You can maintain the condition record in the Sales/SalesOrg1 view.

Leave condition maintenance using the Back button (F3).

1-2 Display the material master in both CRM and SAP R/3 and familiarize yourself with product maintenance.

1-2-1 Use the Locator to search for your product. Which criteria could you use for your search?

SAP Menu → Master Data → Products → Maintain Products

Enter the following values on the Search tab page of the Locator:

Field Name or Data Type Values

Find Material

ID/Description *##*

Choose Start.

Select your product and choose Details.

You can also use Search By to search for products that are found in certain categories and products that were created for certain distribution chains.

1-2-2 Include the product in your worklist.

Select the product and choose Include in Worklist.

1-2-3 View the detailed data in the General Data for your product. Has your product master been created correctly?

For example, are unit of measure, item category group, and sales and distribution data correctly entered?

© SAP AG CR100 5-24

1-2-4 Display the relationships for your product. Why are no product relationships displayed?

Relationships are created in the CRM product master and not in the SAP R/3 material master.

In product maintenance for your product, switch from General Data to the Relationships view. Use the Locator to search for the accessory product R-1120. Select it and drag it to the Accessories tab page.

Accessory functionality is used, for example, in an Internet sales product catalog.

1-3 Enhance your product master in CRM. Several steps are necessary for this. They should be taken in the following order:

1-3-1 First, create two new attributes.

SAP Menu → Master Data → Products → Maintain Set Types and Attributes Enter the data given in the exercise.

1-3-2 Create a set type ZMONITOR_GR## and assign to it the attributes you created in the previous exercise.

SAP Menu → Master Data → Products → Maintain Set Types and Attributes

1-3-3 Create a category hierarchy and two categories.

SAP Menu → Master Data → Products → Maintain Categories and Hierarchies Enter the data given in the exercise.

1-3-4 Go to product maintenance and categorize your product by entering and saving the relevant hierarchy and category in product categories in the SAP Basic Data.

SAP Menu → Master Data → Products → Maintain Products

Enter your hierarchy and category in a new line in the product categories in the General Data for your product. Release the data.

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

© SAP AG CR100 5-25

1-4 Comprehension questions about the product master

1-4-1 Which types of products exist in CRM?

There are up to five and product types available in CRM:

Materials – physical products, used in different scenarios (e.g. Sales and Service)

Services – used in the service scenario

Financing – used e.g. in the banking, insurance sector (leasings)

Warranties – used in the Service scenario

IP’s (Intellectual Properties), media-specific product type)

1-4-2 Can product and material masters be exchanged between SAP R/3 and CRM? What possibilities are there to do this and what are the differences between them?

Yes. Material masters are downloaded from SAP R/3 to CRM. The initial download (takes place once at the start) can be differentiated from the delta download (permanent).

CRM product masters can be uploaded manually (individually) into SAP R/3. Only data that is supported by SAP R/3 is transferred. Note: Proprietary set types and attributes are not transferred.

1-4-3 Give some possible reasons why an inactive product master would need to be created.

Inconsistent product data may be stored.

During product maintenance, a consistent temporary state can be stored.

When importing product data, inactive products are created first because they can be revised later.

© SAP AG CR100 6-1

SAP AG 2004

Transaction Processing: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 6-2

SAP AG 2004

Transaction Processing

Structure of Sales Transactions

Transaction Types

Item Categories and Item Category Determination

Basic Functions in Business Transactions

© SAP AG CR100 6-3

SAP AG 2004

Transaction Processing: Unit Objectives

At the conclusion of this unit, you will be able to:Explain the structure of sales transactions

Customize transaction types and item categories

Configure the basic functions of business transactions

© SAP AG CR100 6-4

SAP AG 2004

Transactions are a flexible means to control and manage processes according to your company's requirements.You need to be familiar with the various functions and control mechanisms of transactions.

Transaction Processing: Business Scenario

© SAP AG CR100 6-5

SAP AG 2004

Business Transactions in mySAP CRM

Opportunity

OrderContract

Inquiry/Quotation

Activity

Lead

Service Request

Complaint

Business transactions in mySAP CRM Sales are used to describe business processes and transactions.

A transaction type specifies the characteristics and attributes of a business transaction.

The concept of business transactions has the following meanings:

There is a uniform structure for all business transactions. Different transaction types have the same structure.

A business transaction can cover several business cases, for example, sales order and business activity.

There is a similar interface for processing all types of business transactions. There is a strict split between the user interface and the processing of transactions.

Similar functions are available in all types of business transactions.

© SAP AG CR100 6-6

SAP AG 2004

Header

General Structure of Sales Transactions

General data that applies to whole document, for example,sold-to party, purchase order number, transaction type

Item

Data that applies only to this item, for example,product number, order quantity, item value

Schedule lines

Subdivides an item according to quantity and delivery date.Order schedule line indicates quantity available for requested delivery dateConfirmation schedule line indicates quantity available according to ATP check

Depending on the Leading Transaction Category (e.g. Opportunity, Sales, Task, Business Activity), a business transaction has a certain structure.

Tasks have a structure that is composes only of one - Header - level.

Opportunities have a structure that is composed of two levels:

Header data

Item data

Sales transactions have a structure that is composed of three levels:

Header data

Item data

Schedule lines

There are no schedule line categories available within SAP CRM Customizing.

© SAP AG CR100 6-7

SAP AG 2004

Different settings according to business transaction category

Additional business transaction categoriesDependent on leading business transaction category

Business transaction attributes and characteristics:Controlling attributesLeading business transaction category

Business Transaction Customizing – Header

Define transaction type

Assign business transaction categories

Customizing at header level

In the SAP CRM system, there must be a corresponding sales document type of the same ID in the SAP R/3 system. In SAP R/3 it is possible to have language-dependant ID’s for sales document types (e.g. OR = TA).

The same requirement (identical ID’s) applies for item categories, item category groups, and item category determination. SAP delivers standard settings.

A business transaction can be assigned to one or more business transaction categories (for example, sales and activity). Only certain combinations of business transaction categories are possible, for example, leading business transactions. The business transactions sales and activity are assigned to the transaction type Telesales. If sales is leading, the transaction is displayed as a sales transaction in the locator and not as an activity.

Control attributes (such as the leading business transaction category, text determination procedure, partner determination procedure, status profile, the organizational data profile and the number range assignment) can be defined at header level. Various settings can be made, depending on the business transaction category.

© SAP AG CR100 6-8

SAP AG 2004

Business Transaction Customizing – Item

Different settings according to business transaction category

Assign business transaction categoriesOnly certain combinations are permitted

Item attributes and characteristics:Controlling attributesItem object type

Define item category

Assign business transaction categories

Customizing at item level

First you define the general settings, which are the same attributes for all types of item categories.

General data: item object type, calculation of weights and volume for freight

Profiles: text determination, partner determination, status profile, ATP profile, organizational data profile, action profile, BOM explosion, configuration data

Next you define the business context in which the item category is used. Settings differ depending on the assigned business transaction category (billing data, pricing data, or quotation data).

Activities don't have items. Customizing item categories and item category determination is not necessary in this case.

© SAP AG CR100 6-9

SAP AG 2004

Customizing – Item Category Determination

Item category usage

Item category groups

Transaction typeTransaction

Product master

Program

System defaultAlternative item categories

Main item category

Item category

=

The procedure for determination of item categories should be set up in the same way as in the SAP R/3 system. Otherwise, problems can occur during the upload to SAP R/3. SAP delivers the most common item categories for sales transactions (TAN, TAM, TAC and TAE) and the appropriate determination.

Other custom-made item categories and their determination must be set up manually. No customizing download from SAP R/3 is supported.

Examples for item category determination:

A standard item (NORM) in a standard sales order (TA) will lead to item category TAN.

A standard item (NORM) in a standard sales order (TA) that belongs to a higher-level item (manual input) will lead to item category TANN (free good), because the main item category is taken into account.

A standard item (NORM) in a standard sales order (TA) that belongs to a higher-level item of item category TAN will lead to item category TANN, once free goods determination takes place (item category usage is FREE).

© SAP AG CR100 6-10

SAP AG 2004

Basic Functions in Business Transactions

Create subsequent business transactionsControl document flow in business transactionsDetermine

organizational datapartnersterritoriestext

ManageContent (attachments & sending)Status Dates

Control actions, output, pricingPerform incompleteness checkChange documents Archive documents

Not all functions are available in every transaction type.

A selection of basic functions are:

Partner Processing

Pricing

Incompleteness Check

Text Management

Date Management

The following sales-specific functions are covered in more detail in CR300 CRM Sales:

Product substitution

Free goods

Credit-check

ATP-check

© SAP AG CR100 6-11

SAP AG 2004

Copying Business Transactions

Create Follow-UpCopy

Copies current transaction document:

Same transaction type

Header and item data copied

Document flow is not updated, no reference to original document

Copies data from one or moretransaction document(s):

You can choose the transaction type for the follow-up document

Header data is copied

You can select items

Document flow is updated

Prerequisite:Customizing settings for copycontrol

As of SAP CRM 3.0, you can choose several transaction documents in the locator, and create a follow-up document for all of them.

In the locator, you select the transactions you want to use as templates, then choose Create follow-up in the locator.

The header data is copied from the first transaction in the hit list, the item data from all transactions is collected on the Item selection tab page.

Prerequisite: Relevant organizational data in the source and target transactions should match.

For processing follow-up documents, you must perform three customizing steps:

Copy control for transaction types

Copy control for item categories

Determine item category when copying

Customers with particular requirements for copying control can enhance the conditions according to their wishes. You have the option of writing your own data transfer routines using BAdI (business add-in) methods. For creating copying routines, you can use the CRM_COPY_BADI.

© SAP AG CR100 6-12

SAP AG 2004

Customizing Copying Control

Transaction Types

Item Categories

Item CategoryDetermination

Source Target

AGAG TATAGeneral controlDetailed data

Source Target

AGNAGN TANTANGeneral controlDetailed data

Source ItemCategory

Target ItemCategory

AGNAGN TANTAN

Transaction Type

TATA++

You need copying control for processing follow-up documents.

Copying control for transaction types is mandatory

Copying control for item categories is mandatory when you want to copy products (items) into a follow-up document.

The „definition of item category determination when copying“ is optional and can be used under special circumstances.

Copying control can be maintained in Customizing: SAP Implementation Guide Customer Relationship Management Transactions Basic Settings Copying Control for Business Transactions

© SAP AG CR100 6-13

SAP AG 2004

Document Flow – Header (SAP GUI)

Document flow header:

Document flow allows you to display interlinkagesbetween business transactions at header and item level

Overview:

Detail view:

Item relationships

When processing follow-up documents, the document flow is updated.

From the document flow it is possible to navigate to linked business transactions. It is also possible to navigate to the SAP R/3 system (e.g. to the delivery document).

In SAPGUI document flow

the Detail View only shows the immediate preceding/succeeding documents

the Overview shows all documents that are linked

© SAP AG CR100 6-14

SAP AG 2004

Document Flow – People-Centric User Interface

Hyperlink to related documentItem relationships

Document flow header

In the People-Centric UI tab pages are used to display the document flow.

Document flow tab pages are available on header and item level.

Navigation to linked CRM business transactions is possible.

© SAP AG CR100 6-15

SAP AG 2004

Texts in Transactions – SAP GUI

Simple Text Editor (such as activities):

Text Editor with navigation tree (such as sales orders):Header and item level

In SAP CRM it is possible to maintain textual information for several objects, e.g.

Business Partner

Product

Product Catalog

Business transaction (header and item)

Billing documents (header and item)

Texts can be maintained language-dependant

© SAP AG CR100 6-16

SAP AG 2004

Texts in Transactions – People-Centric User Interface

Example: Sales Order

Notes (header and item level)

Example: Activity

In People-Centric UI texts can be maintained similar to SAPGUI.

© SAP AG CR100 6-17

SAP AG 2004

Text determination procedure:

Item categoryTransaction type

Which applications can use the procedure (that is, determine text objects)?

Which text types should appear?(for example, internal note, customer request, report)

How should the texts be processed in the document?(mandatory or optional, sequence, changeable and so on)

How should the texts be determined?(access sequence: template object and template text type)

Text Determination Procedure

The definition of text determination is similar to that of pricing. First you define several text types. After that you define the source texts of your text types within access sequences; for example, if no sales text is available, the system should display the basic text.

According to your business scenario, you combine some text types in text determination procedures. These texts are automatically displayed in documents or can be entered.

Text objects and text types are defined in Customizing: SAP Implementation Guide Customer Relationship Management Basic Functions Text Management Define Text Objects and Text Types

Text determination procedures and access sequences are defined in Customizing: SAP Implementation Guide Customer Relationship Management Basic Functions Text Management Define Text Determination Procedure

© SAP AG CR100 6-18

SAP AG 2004

Content Management

You can use mySAP CRM Content Management to link any documents, such as Microsoft Excel or Word files to business transactions.The following functions are available in Content Management:

Creating, changing, copying and deleting documents

Storing documents in folders (folder structure)

Importing documents from and exporting documents to a local PC

Exporting documents to your PC

Referencing documents that are linked to other transactions

Including URLs in the structure

Searching documents

Sending documents

Managing versions

Previewing documents

Content Management is a function of the SAP Web Application Server, which is used in SAP CRM in various areas, for example, for business partner- and product master data.

In the business transaction, the various Content Management functions are available on header- and item level.

Integration with the ArchiveLink functionality: In Customizing, you can define which documentation for the appropriate business objects is linked to the ArchiveLink functions. To do this, in Customizing, select the Web Application Server SAP Web Application Server Basis Services ArchiveLink. Additionally, you can create ArchiveLink documents from Content Management.

The exchange of Content Management documents with CRM Mobile is possible. Usage of filter profiles allows you to specify which documents are to be transferred to the Mobile Client.

For technical information on Content Management, see the SAP Help portal under http://help.sap.com SAP NetWeaver SAP Web Application Server SAP NetWeaver Components SAP Web

Application Server Basis Services / Communication Interfaces (BC-SRV) Knowledge Provider (BC-SRV-KPR) Content Management Service (BC-SRV-KPR).

© SAP AG CR100 6-19

SAP AG 2004

Content Management – SAP GUI

Folder structure Preview, properties, or versions

Functions for Content Management are on the Documents tab page.

Special functions in SAP GUI:

Sending documents: You can send business partners documents linked to a business transaction, for example, by e-mail or fax.

Creation of personal- and generally visible notes at document level

Document templates: You can define templates for your documents that will be available to you later in Content Management. For more information, see the Implementation Guide under Customer Relationship Management → Basic Functions → Content Management → Define Document Templates

© SAP AG CR100 6-20

SAP AG 2004

Content Management – People-Centric User Interface

Content Management functions are available on the Attachments tab page.

© SAP AG CR100 6-21

SAP AG 2004

User StatusSystem Status

Status Management

Is set internally by system

Informs you that certain business processes have been completed

Examples:OpenIn processingIncorrectCompleted

Set by user

Additional to system status: controlled by status profile

Can be set manually or can be triggered by process

Examples:OpenTo be releasedReleasedRejectedRe-opened

System status: Status that is a status set by the system, which informs the user that the system has executed a specific business transaction on an object. You can only influence this status if you execute a business transaction that changes the system status.

However, there are also some system statuses in CRM that the user can set or reset as he wishes, for example, Do not distribute. These statuses are defined in the CRMC_STATUS_PROC table.

Status that you set, that you can create as additional information to the existing system status. You define a user status in a Status Profile that is created in Customizing for business transactions. You can define and activate as many user statuses as you wish. A status profile can then be assigned to a transaction type (header status) and/or item category (item status).

User statuses allow you to extend the control of business processes managed by the system status. You can set and delete user statuses manually during business processes.

The header status is independent of the item status. One exception is the status Completed. If all items have the status Completed, the header status is also set to Completed

Depending on the business transaction there is R/3 Transfer and R/3 Status information available (e.g. in a sales order).

Setting a user status can influence the system status.

© SAP AG CR100 6-22

SAP AG 2004

Status in Document – Status Line (SAP GUI)

Status line:Displays user status if status profile exists, otherwise, displays system status

Status without status number Statusdetails

Status atitem level

Status with status number

The status line displays user status if a status profile exists; otherwise, the status line displays system status.

© SAP AG CR100 6-23

SAP AG 2004

Status in Document – Detailed Screen (SAP GUI)

In SAP GUI you can display a status analysis. If you would like to analyze a problem individually, and would like to know for example why the system does not display a specific status for setting, you can use the status analysis to call up a technical analysis function.

© SAP AG CR100 6-24

SAP AG 2004

Status at Header Level – People-Centric User Interface

Status overview on header level:

Display of details:

© SAP AG CR100 6-25

SAP AG 2004

Status Profile

Status profile:

Item categoryTransaction type

Definition of user status With or without status number

Transaction control

Authorization key

User statuses are defined in status procedures or status profiles. In status profiles you can do the following:

Define the sequence in which user statuses can be activated

Define initial statuses

Allow or prohibit certain business transactions

You must assign at least one object type, such as CRM Order Header, to the status procedure.

You can define a status profile in Customizing: SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Status Management

The impact of a system status to a business transaction can be changed/displayed using transaction BS22/BS23. System status I1003 (PROC, in process) for example allows distribution to R/3 (system status TOR3) but does not allow archiving (ARCH).

© SAP AG CR100 6-26

SAP AG 2004

Incompleteness Check

Order

Sold-To: RJM ServicesExt. Ref.:

Item Product10 M3020 M4030 M35

Application log:Transaction is incomplete: Ext. Reference is missingStatus:Incomplete

The incompleteness check allows you to find out whether a document is complete or not.

Example: The External Reference field is mandatory in a standard sales order

You can make settings for the incompleteness check in business transactions. You can define when a business transaction should be considered incomplete in the system and what message type the system should issue to the application log during data processing. You can restrict the incompleteness check to individual transaction types and to individual business partners.

The scope of the check can differ for each object. For example, the system checks different fields in a sales order than it checks in an opportunity.

You can set up incompleteness in Customizing. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Incompleteness

© SAP AG CR100 6-27

SAP AG 2004

Incompleteness Check – Customizing

In Customizing, you define which fields are mandatory for which transaction type and/or item category:

Incompleteness group transaction/item

Incompleteness group business partner

Incompleteness Procedure

Transaction Type / Item Category

Business PartnerMaster Data

Which fields are mandatory?

Which message type is it (error or warning)?

How does the system react (for example: sets status to “incomplete for delivery”)?

To set up the incompleteness check, perform these steps: Define an incompleteness group for business transactions and items. Define an incompleteness check for business partners. In the business partner master data, assign the required business partners to the incompleteness group in the Sales Area Data on the Sales tab.

Assign transaction types to the incompleteness groups. In the incompleteness check, the same conditions are valid for all transaction types with the same incompleteness group assigned.

Assign item categories to the incompleteness groups. In the incompleteness check, the same conditions are valid for all item categories with the same incompleteness group assigned.

Define the incompleteness procedures that are valid for the various subobjects of a transaction, for example, SALES for sales data or PRODUCT_I for product data at item level. In an incompleteness procedure, you can group fields that you want to check for completeness. If you do not enter data in any of these fields in the business transaction, the transaction is considered incomplete. For each field in the procedure, you must also define whether the message issued to the application log during data processing should be a warning or an error message.

Assign the incompleteness groups to the incompleteness procedures. This specifies the business transactions in which checks are carried out. If you assign an incompleteness group for business partners to an incompleteness procedure, the system carries out the check only for those business partners to whom the incompleteness group was assigned. If you create a transaction using that transaction type and business partner, however, the incompleteness procedure is valid only the business partner, that is, the system does not display a combination of both procedures as incomplete. Only the fields from the incompleteness procedure for the business partner are displayed as incomplete.

© SAP AG CR100 6-28

SAP AG 2004

Change Documents

The system can update change documents for transactions.

This allows you to display all changes made to a document, including

What was changed (field, old value, new value)

Who made the change

When (date and time) the change was made

You can decide for each transaction type whether change documents are updated.

In Customizing, you can deactivate the change document update for transaction types. Therefore go to the details of a transaction type and check the flag No Change Documents.

In SAP GUI you can display the change documents by choosing Extras → Change Documents.

© SAP AG CR100 6-29

SAP AG 2004

Change Documents – SAP GUI

In SAP GUI, you can display change documents via the menu bar (choose Extras → Change Documents):

© SAP AG CR100 6-30

SAP AG 2004

Change History – People-Centric User Interface

Detail area 1: Display of the change levels including information about last change

Detail area 2: Display of details for one selected change level

In People-Centric User Interface, the change history is displayed on a separate tab:

© SAP AG CR100 6-31

SAP AG 2004

CRM Billing(optional)CRM Billing(optional)

Sales Order Scenario: SAP CRM and SAP R/3

DeliveryDelivery

TransportationTransportation

Sales Order

StatusSuccessfully distributed

Completely processed

Sales Order

StatusSuccessfully distributed

Completely processed

Sales OrderSales Order

PickingPackingWarehouseManagementTransportationScheduling& Execution

PickingPackingWarehouseManagementTransportationScheduling& Execution

BillingBilling

mySAP CRM SAP R/3

Even transactions with errors can be saved in the SAP CRM system. Once saved, the transactions are available for further processing.

Transfer to SAP R/3 is possible only after the processing of the sales transaction is complete.

From the distribution status of the transaction in the SAP CRM system, you can see whether the transaction is relevant for distribution and, if so, whether it was successfully distributed to SAP R/3.

You can check for successful delivery into SAP R/3 by viewing the delivery status in the order in SAP CRM.

After successful billing, the relevant billing status is set.

© SAP AG CR100 6-32

SAP AG 2004

Transaction Processing: Unit Summary

You are now able to:Explain the structure of sales transactions

Customize transaction types and item categories

Configure the basic functions of business transactions

© SAP AG CR100 6-33

Exercises

Unit: Transactional Processing Topic: Quotations/Sales Orders

At the conclusion of this exercise, you will be able to:

• Analyze a transaction

• Create a transaction type

• Describe basic settings for a transaction type

You would like to use a new transaction type especially for your trade fair business. Therefore, you should copy an existing transaction type and customize it using the Implementation Guide (IMG). Before you create a transaction type, it is important to understand the application and where to find the data.

1-1 You first need to understand the transaction types and where to find information. Create a sales transaction in the sales representative portal.

1-1-1 Create a sales transaction (Telesales) for ##Megastore, product HT-1010, quantity 10 pieces.

1-1-2 What price is determined for the product?

__________________________________________________

__________________________________________________

1-1-3 What terms of payment are used by default for the sales order?

__________________________________________________

__________________________________________________

1-1-4 Check the distribution status of the sales order.

__________________________________________________

__________________________________________________

1-2 Go to your saved telesales order again and analyze the item category that the system has determined.

1-2-1 Display the telesales order you just created in change mode and check the item category determined by the system. What item category was determined for the item you entered?

___________________________________________________

© SAP AG CR100 6-34

1-2-2 In Customizing, analyze the determination of this item category. What were the influencing factors or associated values found for the item category determined in the previous step? Write down both the influencing factors and associated values.

___________________________________________________

___________________________________________________

___________________________________________________

Go to the product master to determine the relevant item category group.

1-3 You would like to create a new sales transaction type ZA## in Customizing.

SAP Menu → Architecture and Technology → Configuration → Customizing

Button SAP Reference IMG

Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 1-3-1 Search for the existing transaction type AG.

1-3-2 Select the line and choose Copy as….

1-3-3 Give it the abbreviation ZA## and the description ##Quotation (twice).

1-3-4 Confirm the Information dialog box about copied entries with Enter.

1-3-5 Assign the organizational data profile ZORGPROF_## to this transaction type.

1-3-6 Choose Save.

1-4 In order to use the new transaction type, it is necessary to maintain item category determination.

1-4-1 In Customizing maintain item category determination.

Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination.

1-4-2 Search for (position) Trans. type AG and Item Cat.Group NORM (Standard Item). Select the line and choose Copy as….

1-4-3 Replace transaction type AG with your new transaction type ZA##. Choose Enter.

1-4-4 Save your entry.

© SAP AG CR100 6-35

1-5 Test your new transaction type by creating a sales transaction of type ##Quotation.

1-5-1 Access the portal or the SAP GUI to test your new quotation (sales transaction).

Enter Sold-To Party Stockmann AG ## and the number of your previously created product with quantity 1.

© SAP AG CR100 6-36

© SAP AG CR100 6-37

Unit: Transactional Processing Topic: Implementing and Testing Copying Control

At the conclusion of this exercise, you will be able to:

• Describe copying control for transaction types and item categories in CRM, and implement and test this

• Create business transactions as copies or as follow-up transactions of already existing transactions

You want to use the quotation you created in a previous exercise as a basis for creating additional business transactions such as standard telesales order. To do this, you must be able to describe copying control in CRM and make the necessary entries.

2-1 To be able to productively use transaction type ZA## (##Quotation) that you created in the system (that is, to be able to create follow-up transactions), you must make or check the required entries for transaction types and item categories (on header and item level) in copying control.

2-1-1 Generate a sales order with transaction type TA (Telesales) as a follow-up document from ZA## (##Quotation). Does the system allow you to do this?

____________________

Why not?

____________________________________________________

2-1-2 In Customizing for copying control for transaction types, check whether the relevant entry is present for copying the source transaction type ZA## to the target transaction type TA.

If this is not the case, you must enter the required entry yourself, by choosing New Entries and filling the fields Source Transaction Type and Target Transaction Type with the relevant information.

2-1-3 Now generate a transaction with transaction type TA (Telesales) as a follow-up document from ZA## (##Quotation). Does the system now allow you to do this?

____________________________________________________

© SAP AG CR100 6-38

© SAP AG CR100 6-39

Unit: Transactional Processing Topic: Implementing and Testing Text

Determination

At the conclusion of this exercise, you will be able to:

• Explain, implement and test text determination for transactions in CRM

• Incorporate new text types in CRM Text Determination and have the system automatically fill them, that is, carry out accesses

Create a second special order type for quotations, in which you should create an additional text type that incorporates information and agreements particular to the trade fair. Special agreements should also immediately appear in this text.

3-1 Create a new text object and assign it to a new, copied text determination procedure.

3-1-1 Assign the new text type ZT## to the text object CRM_ORDERH. Enter ZT## as the text ID and Trade Fair Special ## as the description. Select Display in Title.

3-1-2 Copy the existing text determination procedure ORDER001. Enter ZTDP## as the text determination procedure and Text Determination Group ## as its description.

In the dialog box that appears, confirm that you want to copy all dependent entries.

3-1-3 Assign the text type ZT## which you created before to the text determination procedure ZTDP##. Enter the new text type in the determination procedure using New Entries.

3-1-4 The new determination procedure is now assigned to the transaction type ZA## which you created in the first step of this exercise. Enter your determination procedure ZTDP## in the screen area Profiles.

3-1-5 Test that the text determination procedure and the text type function correctly using the transaction type ZA## (##Quotation).

Create a quotation ##Quotation (ZA##) and check that the new text type appears on the Texts tab page.

© SAP AG CR100 6-40

3-2 Make sure that special notes or comments that are stored in a text type in the customer master are automatically copied to the new text type Trade Fair Special ## and that, in addition, the text is mandatory and can be edited at a later stage.

3-2-1 In the customer master for Stockmann AG ##, enter a short text on the Long Texts tab page for the text type Correspondence.

3-2-2 Create and assign a suitable access sequence for the text type ZT##, which was incorporated in the text determination procedure ZTDP##. Go to the definition of the text determination procedure. Enter access sequence ZS## with the description Text Determination Sales ##.

On the next lower level, choose New Entries and enter sequence 0001, reference object BUT000, and reference text type 0001.

On the next lower level, choose Comm.Field SOLD_TO_PARTY for Key Field Partner.

3-2-3 Assign the created access sequence to the text type ZT## in the text determination procedure ZTDP##. Enter ZS## as the access column, A as the transfer column, and leave the changes and obligatory columns blank.

3-2-4 Finally, test that this functions correctly by creating a quotation ##Quotation (ZA##) for the customer Stockmann AG ## and checking the Notes tab in the Portal or check the Texts tab in the SAP GUI. You don’t need a product; if you want to test with a product, use the product you created earlier in the Product Master unit.

3-2-5 Make the setting that defines that the text type Note is also a mandatory text.

Which copy rules are defined in the text determination procedure for this text type? Why?

______________________________________________________

______________________________________________________

© SAP AG CR100 6-41

Unit: Transactional Processing Topic: Incompleteness

At the conclusion of this exercise, you will be able to:

• Explain, implement and test incompleteness for transactions in CRM

To create a new incompleteness procedure for your transaction type ZA##, ##Quotation, you would like the transaction to be considered incomplete if it is missing the external reference.

4-1 You would like to ensure that the sales transaction ZA## must have the External Reference field maintained. You would like an error message if the field does not have any data maintained. Create an incompleteness group ZG## with a description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description Group ## Procedure.

4-1-1 Define the incompleteness group ZG##.

4-1-2 Assign the incompleteness group to your transaction type ZA##.

4-1-3 Create an incompleteness procedure, ZP##, with the description IC Procedure ##.

4-1-4 Create the incompleteness procedure detail and select the External Reference field with an error if it is not maintained.

Save the data.

To see the field name, click in the field, choose F1 help, and click Technical Information. In the Field Data section, you will see the field name.

4-1-5 Create an incompleteness procedure Determination. Enter ZG## in the Incompleteness group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field.

4-1-6 See if your incompleteness procedure works on the account Stockmann AG ##. Therefore create a new transaction of type ##Quotation.

You should get an error message. If you choose Show list, you should see the message, "Transaction is incomplete: Enter Ext. Reference."

© SAP AG CR100 6-42

© SAP AG CR100 6-43

Solutions

Unit: Transactional Processing Topic: Quotation/Sales Orders

1-1 You first need to understand the transaction types and where to find information. Create a sales transaction in the sales representative portal.

1-1-1 Create a sales transaction (Telesales) for ##Megastore, product HT-1010, quantity 10 pieces.

Portal:

Sales → Orders

Click on the Create icon. Select transaction type Telesales.

Enter the data given in the exercise, save the order and write down the number.

SAP GUI:

Sales → Maintain Sales Transactions

Search for the sales transaction created in the portal.

1-1-2 What price is determined for the product?

In the Portal, choose the Prices tab.

In the SAP GUI, choose the Prices or Conditions tab page.

1-1-3 What terms of payment are used by default for the sales order?

In the Portal, go to the Sales Data tab.

In the SAP GUI, go to the Billing (or Header Overview) tab page to determine the terms of payment.

1-1-4 Check the distribution status of the sales order.

It might be necessary to go into change mode in order to see the actual status information.

SAP Portal: Choose the Status tab.

SAP GUI: Choose the Status tab page.

The telesales order was successfully distributed to SAP R/3.

© SAP AG CR100 6-44

1-2 Go to your saved telesales order again and analyze the item category that the system has determined.

1-2-1 Display the telesales order you just created in change mode and check the item category determined by the system. What item category was determined for the item you entered?

Portal:

Sales → Orders

You might have to make the item category visible. To do this, you have to choose Personalize on the Product iView. For the item category, selectVisible. Since we are all logging on with the Salesrep, if one turns it on, it will be on for all.

Optionally you can choose the toggle button on item level.

SAP GUI:

Sales → Maintain Sales Transactions

You can find the item category TAN, which was determined by the system, on the General tab page.

1-2-2 In Customizing, analyze the determination of this item category. What were the influencing factors or associated values found for the item category determined in the previous step? Write down both the influencing factors and associated values.

SAP Menu → Architecture and Technology → Configuration → Customizing Button SAP Reference IMG

Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

Field Name or Data Type Values

Transaction Type TA (Telesales)

Item Category Group NORM (Standard item)

The system determines the item category TAN from these values.

You can see the item category group used by the product Notebook in the product master on the Basic Data tab page.

© SAP AG CR100 6-45

1-3 You would like to create a new sales transaction type ZA## in Customizing.

SAP Menu → Architecture and Technology → Configuration → Customizing

Button SAP Reference IMG

Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 1-3-1 For example use the button Position.

1-3-2 Select the line and choose Copy as….

1-3-3 Give it the abbreviation ZA## and the description ##Quotation (twice).

1-3-4 Confirm the Information dialog box about copied entries with Enter.

1-3-5 Go to the Details of your newly created transaction type and enter ZORGPROF_## in the field Org. Data Prof.

1-3-6 Save.

1-4 In order to use the new transaction type, it is necessary to maintain item category determination.

1-4-1 In Customizing maintain item category determination.

Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

1-4-2 Search for (position) Trans. type AG and Item Cat.Group NORM (Standard Item). Select the line and choose Copy as….

1-4-3 Replace transaction type AG with your new transaction type ZA##. Choose Enter.

1-4-4 Save your entry.

1-5 Test your new transaction type by creating sales transaction of type ##Quotation.

1-5-1 Access the portal or the SAP GUI to test your new sales transaction.

Portal:

Sales Quotations. Choose Create and select your newly created transaction type ##Quotation.

Enter the following:

Field Name or Data Type Values

Description ##Quotation

Sold-To Party Stockmann AG ##

Product <your product number>

Quantity 1

© SAP AG CR100 6-46

SAP GUI:

Sales → Maintain Sales Transactions

Press the Create icon, choose your newly created transaction type ##Quotation and enter the following:

Field Name or Data Type Values

Sold-To Party Stockmann AG ##

Ext. Reference ##Transaction

Product <your product number>

Quantity 1

Save the transaction.

© SAP AG CR100 6-47

Unit: Transactional Processing Topic: Implementing and Testing Copying Control

2-1 To be able to productively use transaction type ZA## (##Quotation) that you created in the system (that is, to be able to create follow-up transactions), you must make or check the required entries for transaction types and item categories (on header and item level) in copying control.

2-1-1 Generate a sales order with transaction type TA (Telesales) as a follow-up document from ZA## (##Quotation). Does the system allow you to do this?

SAP Menu → Sales → Maintain Sales Transactions

Open the trade fair sales order you created in 1-5-1 using Transaction → Other Transaction.

Use the Create Foll.-Up Trans. button.

It is not possible to create a Telesales order as a follow-up document. Only transactions of type Business Activity and Task can be created without entries in copying control.

2-1-2 In Customizing for copying control for transaction types, check whether the relevant entry is present for copying the source transaction type ZA## to the target transaction type TA.

Architecture and Technology Configuration → Customizing

Button SAP Reference IMG

Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types Search for your transaction type ZA## using Position.

Nothing is found in the table because no entry is present.

Choose New Entries and fill both fields with the relevant information:.

Field Name or Data Type Values

Source transaction type ZA##

Target transaction type TA

Save the data.

© SAP AG CR100 6-48

2-1-3 Now generate a sales order with transaction type TA (Telesales) as a follow-up document from ZA## (##Quotation). Does the system now allow you to do this?

SAP Menu → Sales → Maintain Sales Transactions

Open the trade fair sales order you created in 1-5-1 using Transaction → Other Transaction.

Use the Create Foll.-Up Trans. button.

This is now possible because the relevant entries have been made in copying control.

© SAP AG CR100 6-49

Unit: Transactional Processing Topic: Implementing and Testing Text

Determination

3-1 Create a new text object and assign it to a new, copied text determination procedure.

3-1-1 Assign the new text type ZT## to the text object CRM_ORDERH. Enter ZT## as the text ID and Trade Fair Special ## as the description. Select Display in Title.

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Text Management → Define Text Objects and Text Types Select Text Objects and IDs and choose Change (confirm the warning that appears).

In the table, search for the object CRM_ORDERH, Transaction Header, and select the relevant line. This displays all the available text types for the corresponding object.

Choose Create and fill the following fields:

Field Name or Data Type Values

Text ID ZT##

Description Trade Fair Special ##

Display in Title Select this

Save the data and go back a few steps to the IMG.

3-1-2 Copy the existing text determination procedure ORDER001. Enter ZTDP## as the text determination procedure and Text Determination Group ## as its description.

Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure

In the table of text objects, select the object CRM_ORDERH and, on the left side of the screen in the dialog structure, select Procedure.

© SAP AG CR100 6-50

In the table, select the determination procedure ORDER001, choose Copy and fill the fields as follows:

Field Name or Data Type Values

Text Determination Procedure ZTDP##

Dscrptn Proc. Text Determination Group ##

In the dialog box that appears, confirm that you want to copy all dependent entries.

3-1-3 Assign the text type ZT## that you created to the text determination procedure ZTDP##. Enter the new text type in the determination procedure using New Entries.

You are still in the IMG in the menu option Define Text Determination Procedure. In the table, select the determination procedure you have just copied. In the dialog structure on the left side of the screen, choose Definition of Procedure.

You will see some text type already assigned to this determination procedure. To incorporate the new text type ZT## in the determination procedure, choose New Entries, enter ZT## in the Text Type field and enter 02 in the Access Sequence field.

3-1-4 The new determination procedure is now assigned to the transaction type ZA## which you created in the first step of this exercise. Enter your determination procedure ZTDP## in the screen area Profiles.

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Search for the transaction type ZA## using Position and select the relevant row.

In the second screen area Profiles, enter the newly created determination procedure under Text Determination Procedure.

© SAP AG CR100 6-51

3-1-5 Test that the text determination procedure and the text type function correctly using the transaction type ZA## (##Quotation). Create a ##Quotation and check that the new text type appears on the Texts tab page.

Portal:

Sales → Quotations

Click on the Create icon. Select the transaction type ZA## (##Quotation).

Select the Notes tab.

Select the Text Type and search for the Trade Fair Special ## (ZT##) Text you just created.

SAP GUI:

Create a sales with transaction type ZA## via SAP Menu → Sales → Maintain Sales Transactions and Transaction → Create. For this test, you do not need to make any further entries. Check that both of the text types in the text determination procedure appear in the transaction.

3-2 Make sure that special notes or comments that are stored in a text type in the customer master are automatically copied to the new text type Trade Fair Special and that, in addition, the text is mandatory and can be edited at a later stage.

3-2-1 In the customer master for Stockmann AG ##, enter a short text on the Long Texts tab page for the text type Correspondence.

Maintain the text type Correspondence in the customer master of your customer Stockmann AG ##. To do this, go to:

Portal:

Account Management → Accounts

Search for your Stockman AG. Go to the Notes tab and enter some text under Correspondence.

SAP GUI:

SAP Menu → Master Data → Business Partner → Maintain Business Partner

Go to the Long Texts tab page (remember to display the business partner with the role Sold-to Party).

© SAP AG CR100 6-52

3-2-2 Create and assign a suitable access sequence for the text type ZT##, which was incorporated in the text determination procedure ZTDP##. Go to the definition of the text determination procedure and enter an access sequence with the following data using New Entries.

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure In the table, select the text object CRM_ORDERH and, in the left side of the screen, choose Access Sequence.

Then, choose New Entries and enter the following data:

Field Name or Data Type Values

Access Sequence ZS##

Desc. Access Text Determination Sales ##

On the left side of the screen, double-click Definition of Access Sequence and choose New Entries again. Fill the fields as follows:

Field Name or Data Type Values

Sequence 0001

Ref. Object BUT000 (Business Partners)

Ref. Text Type 0001 (Correspondence)

On the left side of the screen, double-click Assignment of Fields.

Field Name or Data Type Values

Key Field Partner

Comm.Field SOLD_TO_PARTY

Save your entries.

© SAP AG CR100 6-53

3-2-3 Assign the created access sequence to the text type ZT## in the text determination procedure ZTDP##. Enter ZS## as the access column, A as the transfer column, and leave the changes and obligatory columns blank.

You must now assign the created access sequence to the text type in the text determination procedure.

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure On the left side of the screen, select Text Objects. Select the text object CRM_ORDERH, choose Procedure, select the determination procedure ZTDP## and choose Definition of Procedure.

In the table, make the following entries for text type ZT##:

Field Name or Data Type Values

Changes column Leave blank

Transfer column A

Obligatory column Leave blank

Access column ZS##

Save your settings.

3-2-4 Finally, test that this functions correctly by creating a quotation ##Quotation (ZA##) for the customer Stockmann AG ## and checking the Notes tab in the Portal or check the Texts tab in the SAP GUI. You don’t need a product; if you want to test with a product, use the product you created earlier in the Product Master unit.

Create a sales order with transaction type ZA##.

Portal:

Sales → Quotations

Create a sales order and use customer Stockmann AG ##. Then check the Notes tab page.

SAP GUI:

SAP Menu → Sales → Maintain Sales Transactions

Choose Transaction → Create and use the customer Stockmann AG ##. Then check the Texts tab page.

© SAP AG CR100 6-54

3-2-5 Make the setting that defines that the text type Note is also a mandatory text. Which copy rules are defined in the text determination procedure for this text type? Why?

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure Select the relevant check box under Definition of Procedure for text type A002.

No copy rule is set for this text type because there is no access sequence for it.

© SAP AG CR100 6-55

Unit: Transactional Processing Topic: Incompleteness

4-1 You would like to ensure that the sales transaction ZA## must have the External Reference field maintained. You would like an error message if the field does not have any data maintained. Create an incompleteness group ZG## with a description Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description Group ## Procedure.

4-1-1 Define the incompleteness group ZG##.

SAP Menu → Architecture and Technology → Configuration → Customizing Button SAP Reference IMG

Customer Relationship Management → Basic Functions → Incompleteness → Define Incompleteness Procedures

In the Dialog Structure navigate to

Incompleteness Group: Transaction/Item Choose New Entries. Create incompleteness group ZG## with the description IC Group ##.

4-1-2 In the Dialog Structure navigate to

Assignment: TransactionType – Incompleteness Group Search for your transaction type ZA## and assign Incompleteness Group

ZG## to it.

4-1-3 In the Dialog Structure navigate to

Incompleteness Procedure Choose New Entries. Create an incompleteness procedure ZP## with the description IC Procedure ##.

© SAP AG CR100 6-56

4-1-4 In the Dialog Structure navigate to

Incompleteness Procedure: Detail, choose New Entries and enter

Field Name or Data Type Values

Object Name Sales

Field Name PO_NUMBER_SOLD (Ext. Reference)

Relevance Header

Message Category Error

Bus. Transaction INC1

Save the incompleteness.

To see the field name, click in the field, choose F1 help, and click Technical Information. In the Field Data section, you will see the field name.

4-1-5 Create an incompleteness procedure Determination.

In the Dialog Structure navigate to

Incompleteness Procedure: Determination, choose New Entries and enter the following

Field Name or Data Type Values

Incompleteness Group: Transact

ZG##

Procedure ZP##

© SAP AG CR100 6-57

4-1-6 See if your incompleteness procedure works using the account Stockmann AG ##.

Portal:

Sales → Quotations

Click the Create icon.

Select your transaction type ##Quotation (ZA##). Enter account Stockmann AG ##.

You should get an error message. If you choose Show list, you should see a message, "Transaction is incomplete: Enter Ext. Reference."

SAP GUI:

SAP Menu → Sales → Maintain Sales Transactions

Transaction → Create

Select your transaction type ##Quotation (ZA##). Enter account Stockmann AG ##.

You should get an error message. If you select the application log, you should see a message, "Transaction is incomplete: Enter Ext. Reference."

© SAP AG CR100 7-1

SAP AG 2004

Activity Management: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 7-2

SAP AG 2004

Activity Management

Concepts of Activity Management –Overview

Activity Management Customizing

Calendar Integration

Groupware Integration

Business Partner Fact Sheet

Reporting

© SAP AG CR100 7-3

SAP AG 2004

Activity Management: Unit Objectives

At the conclusion of this unit, you will be able to:Define activities and activity management

Customize activity information items

Map Mobile Sales activity types

Describe calendar integration

Describe groupware integration

Customize a business partner fact sheet

List the available reporting functions

© SAP AG CR100 7-4

SAP AG 2004

Using different options in mySAP CRM, you want to create and monitor diverse activities and procedures in your enterprise, as well as create follow-up activities.You might have to make Customizing settings for activities in the future.

Activities: Business Scenario

© SAP AG CR100 7-5

SAP AG 2004

ActivityActivity

Types of Activity

TaskTaskTask

Privateappointment

PrivatePrivateappointmentappointment Sales callSales callSales call

E-mailEE--mailmail

Telephone call

Telephone Telephone callcall

Business activity

Business activity TasksTasksTwo Activity TypesTwoTwo Activity TypesActivity Types

Activity Management, an important component of mySAP Customer Relationship Management (mySAP CRM), manages all activities on which your enterprise's employees have worked. All data stored in an activity consists of important information sources to which all relevant employees must have access.

An activity is a document for recording information and planning actions at any time during the customer relationship life cycle.

Activities can be telephone calls, customer calls, general preparatory tasks, reminders of appointments (private and business-related), and so on.

There are two types of activity, business activity and task. that must be distinguished:

A business activity contains information about business partner interaction on a particular date.

A task contains information about what one or more employees has to complete by a particular date.

© SAP AG CR100 7-6

SAP AG 2004

Structure of Activities

HeaderHeader

Tab pageoverviewTab pageoverview

Additional tab pages

Additional tab pages

Description of transactionDate and timeCategoryPartner information

Description of transactionDate and timeCategoryPartner information

Priority, completion, resultReason and goalGeneral information

Priority, completion, resultReason and goalGeneral information

PartnersPartners

TextsTexts

AddressAddress

……………………QuestionnaireQuestionnaire

DatesDates

OrganizationOrganization

All activities consist of a header with general information and tab pages with more detailed information.

The header contains fields for the description, date and time, category, and partner information.

The Overview tab page is divided into several areas and contains the following detailed information:

Priority, completion, and result (status) of the activity

Reason and goal of the activity

General information, for example, who created the activity and when The possible entries for these fields are defined in Customizing under Transactions → Special Settings for Activities.

On the other tab pages, you can process and send texts, display and change business partner information, check organizational data, enter activity-specific addresses, and display a detailed view of all dates.

When you work with tasks, the system does not show the tab pages for organizational data and addresses because this data is relevant only when the activity includes a business partner.

© SAP AG CR100 7-7

SAP AG 2004

Business Transaction Category/Transaction Types

Business partner NOT requiredAssignment of responsible employeeMeeting or personal contact NOT requiredPublic or private

Business partner NOT requiredAssignment of responsible employeeMeeting or personal contact NOT requiredPublic or private

Business partner requiredAssignment of responsible employeeMeeting or personal contact requiredAlways public

Business partner requiredAssignment of responsible employeeMeeting or personal contact requiredAlways public

ActivitiesActivities

Business transaction typesBusiness transaction types

Tasks

Business activity

Transactiontypes

Transactiontypes

OpportunityOpportunity

Telephone callSales callLetter

Telephone callSales callLetter

Presentation prep.Private appointmentInternal meeting

Presentation prep.Private appointmentInternal meeting

Business activities are used to record public interactions, for example, activities that are carried out on behalf of the enterprise. Examples of business activities are telephone calls, letters or sales calls. You can define these various activity types to meet the requirements of your enterprise in the Customizing for Customer Relationship Management under Transactions → Basic Settings.

A business activity must have a partner, a start date and a finish date. If you want to include information for your private use or information without a business partner, you must create a task.

You use tasks when you want to create an activity that is not associated with a business partner (except a responsible employee). Tasks can be public or private and cover a wide range of possibilities, for example, the preparation of a customer presentation or a reminder to buy a birthday card. If you mark a task as private, it cannot be viewed by other users.

© SAP AG CR100 7-8

SAP AG 2004

Determination and Profiles

Transactiontypes

For example: contacts, tasks

Transactiontypes

For example: contacts, tasks

Organizational data profileText determinationPartner determination

Organizational data profileText determinationPartner determination

DeterminationDeterminationDetermination

Status profileDate profileStatus profileDate profileManagementManagementManagement

Business transactioncategory or categoriesBusiness transaction

category or categories

Setting ofbusiness transaction

category or categoriesat header level

Setting ofbusiness transaction

category or categoriesat header level

You make the settings for the transaction types in three stages, each stage being based on the previous one.

Defining transaction types: In addition to the description of the transaction type, you can define important control attributes such as the leading business transaction category, the text determination procedure, the partner determination procedure, the status profile, the organizational data profile, and the number range assignment.

Assigning the business transaction category: You can assign a transaction type to one or more business transaction categories. Only certain combinations of business transaction categories are possible. You can select additional business transaction categories dependent on the leading business transaction category.

Customizing at header level: Dependent on the business transaction category, various settings should be performed here.

© SAP AG CR100 7-9

SAP AG 2004

Creating a follow-up activity

Copying anactivity

Copy controlCopy control

Copy controlCopy control

Phone callPhone callPhone call

Sales call

Sales Sales callcall

Sales call

Sales Sales callcall

Sales call

Sales Sales callcall

You can copy an existing business transaction and use it as the basis for a subsequent transaction.

Follow-Up Activities

You can copy an existing business transaction and use it as the basis for a subsequent transaction. Here you have two options:

You can create a follow-up transaction.

You can copy a business transaction. In this case, the system creates a copy of the transaction currently used and displays it for processing. When the copied transaction is saved, the document flow is not updated, that is, the copied transaction has no connection to the reference document.

When you create a follow-up activity, the system copies the data of the current transaction and displays the target transaction. If the process has positions (for example, sales process, service process), you can select which positions from the source process are to be transferred to the target process. If you want to create an order, for example, in response to a quotation, you can copy the quotation and keep the positions.

When you copy an activity, the system produces a copy of the activity you requested and displays it for handling. When the copied transaction is saved, the document flow is not updated, that is, the copied process does not have a reference to the reference voucher.

© SAP AG CR100 7-10

SAP AG 2004

Activity Journals

With activity journals, you can record and updateinformation gathered from customer visits or telephone calls.Activity journals can contain:

Products or product categories

Product-related information such as what products were discussed with the customer or the number of samples given to the customer

The activity journal is transferred from Enterprise Sales to CRM Mobile and vice versa.

Activity Journal

Product Discussed Number of Samples PriorityXT-2004 8 highXT-2007 2 medium

NotesCustomer is interested in ordering XT-2004 in second quarter 2003.

You can use activity journals in activities to record and update information gathered from customer visits or telephone calls. The information in the activity journal may or may not be product-related. An activity journal can contain the following information:

Type and number of products discussed with customers or samples handed out to customers, for example, in the pharmaceuticals industry

Position of products in store, for example, whether they are placed on the promotional shelf, at the check-out or near the store entrance

Customer feedback

The information gathered in activity journals can be used to:

Track the distribution of samples in the pharmaceuticals industry

Analyze sales data, for example, number of products handed out to customers

Track the progress of your sales team, for example, the number of discussions held with customers and the result of these discussions

Detect possible problem areas, for example, slow and non-moving products

© SAP AG CR100 7-11

SAP AG 2004

Template Type

Template Maintenance for Journals

User-friendly wizards for maintaining template types and templates

Predefined forms that contain product-related and non-product-related fields, which can be filled or which can be left blank

Template TypeTemplate Type

Template Template

Assign the preferred template typeAssign transaction types and categoriesAssign territoriesAssign target groups Define pre-filled productsDefine validity period

Assign the preferred template typeAssign transaction types and categoriesAssign territoriesAssign target groups Define pre-filled productsDefine validity period

Select additional fields (such as discussed, priority, number of samples)

Assign transaction types and categories

Assign territories

Define validity period

Select additional fields (such as discussed, priority, number of samples)

Assign transaction types and categories

Assign territories

Define validity periodServes as a proposal

Template maintenance for journals enables you to define activity journal templates for sales representatives. Sales representatives use these templates to report the results of business activities with a business partner.

You define activity journal templates depending on the business needs of the company.

A user-friendly wizard is available for maintaining the activity journal template type. The activity journal template type is a predefined form, which is delivered as an example with the standard configuration. It contains product-related fields and non-product-related fields, which you can fill or leave blank, depending on what is relevant to you. This form can be used as a basis to define a pre-filled template.

© SAP AG CR100 7-12

SAP AG 2004

Activity Journal on the SAP GUI

© SAP AG CR100 7-13

SAP AG 2004

Activity Journal on People-Centric User Interface

© SAP AG CR100 7-14

SAP AG 2004

Activity

Integration of surveys and questionnaires:

Customer surveys

Customer visit evaluation

Customer satisfaction surveys, and so on

Integration of the Survey Tool

SurveySurvey

Survey

Transaction Type

Category

Status

Sales Organization

Distribution Channel

Division

TerritoryMultiple Assignment

The questionnaire in the activity is based on the Survey Tool.

You can use the questionnaire for all question and answer forms that contribute to the maintenance of your customer relationships. The following examples show how the questionnaire can be used:

A telephone call script, which leads you through the conversation with the customer

A customer feedback form

Sales call reports for your sales employees

You can find the Customizing settings in the IMG under Transactions → Settings for Activities → Define Questionnaires.

After the necessary Customizing settings have been made, the activity will contain the Questionnaire tab page. If you do not assign a questionnaire to an activity or activity category, the Questionnaire tab page is not shown.

© SAP AG CR100 7-15

SAP AG 2004

Visit

Generating Planned Activities

You can generate periodic activities based on call, visit and delivery times defined in business partner master data.

Phone CallReport

Rules for visit, call or delivery times in the account master data

Report for generatingactivities

Define periodicity of contact

Definition of rule in account master data

Based on call, visiting or delivery time

Run periodic report

Generate call list for periodic calls

Generate planned activity

Assign people to make the call/activities

Manually assigned for call list

Automatically assigned on account of the defined relationship (for example, agent, sales representative)

Carry out the planned activities

Generate call list for taking orders

Have call center agent confirm the next call or next delivery

Generate activity for the sales representative

© SAP AG CR100 7-16

SAP AG 2004

Calendar Integration

Activities appear in calendar if calendar flag is active:For each partner function

For activity type (Customizing)

Activities can be created or changed directly from calendar

Calendar can be synchronized with Microsoft Outlook

Easy-to-use date selection tool

Appointments can be:Planned

Actual

Dominants (whole day)

In different time zones

You can synchronize the CRM Online appointment calendar with the Microsoft Outlook calendar so that CRM business activities can also be displayed in Microsoft Outlook. This is an additional function to synchronizing normal appointments from the SAP calendar.

You must have installed the SAP calendar synchronization tool.

You must activate the Calendar flag in the Partners tab page for a business activity.

The CRM business activity must be assigned to a user. All SAP users must also have SAPoffice users and a user in the Outlook calendar.

© SAP AG CR100 7-17

SAP AG 2004

Groupware Integration

CRM Business Activities and Tasks

CRM Business Activities and Tasks

Groupware (Microsoft Outlook, Lotus Notes)Groupware (Microsoft Outlook, Lotus Notes)

Bidirectional data exchange between mySAP CRM middleware and groupware solutions(Microsoft Exchange and Lotus Notes) Server-based for:

Tasks

Business activities

Business partner → Groupware: Business activity addresses (only CRM → Groupware)

As of SAP CRM 4.0, exchange in both directions is possible, that is, from CRM to groupware and from groupware to CRM.

You can integrate CRM Activity Management with groupware applications, that is, Microsoft Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM calendar and your own groupware calendar. Data exchange is two-way, enabling you to display activities and their data, such as date, time, location and business partners involved, which you have maintained in the CRM system, in your own office management system, and vice versa. This allows you to work more quickly and effectively because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks.

CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino 5.0.3 and later (Lotus Notes).

When you create or change a business activity or task in CRM Activity Management, it is saved in the database as a messaging business document (BDoc), and then sent to CRM middleware. Middleware calls adapters, and sends the activity to the map box. The business activity is then converted to iCalendar format, making it compatible with groupware applications.

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.

© SAP AG CR100 7-18

SAP AG 2004

Groupware Integration: CRM → Groupware

User: CRM Application

Users A and Baccept, and receive the appropriate calendar entry

Groupware User A

GroupwareUser B

Microsoft Outlookor Lotus Notes

Creates a business activity and invites Users A and B

Link to CRM Business Activity

To integrate groupware with CRM Activity Management, you need to download all business partners from the CRM system into groupware systems, for example, in a public folder such as the groupware address book.

You must make the settings in the Middleware before you can use groupware integration with CRM Activity Management.

After you have carried out the required steps in the Middleware, you then must map basic activity information to the corresponding fields in groupware so the two systems can communicate. To synchronize your CRM calendar with groupware calendars, you must map the following activity data from the CRM system to groupware applications:

Status of business activity and task

Text type

Business partners

Mapping these fields to groupware enables the two systems to communicate with each other. The values maintained in the CRM system are then transferred to groupware and converted to the corresponding values in the required applications.

© SAP AG CR100 7-19

SAP AG 2004

Groupware Integration: Architecture

CRM Server

CRM MiddlewareGroupware AdapterGroupware Adapter

XMLBDoc message

BDocmessage

GroupwareServer

SAP Groupware Connector

XMLvCard/iCalendar

MessageTransformation

Activities

Business Partners

Groupware integration is achieved by a set of groupware adapters and groupware connectors.

The SAP Groupware Adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology.

BDoc messages are transformed to standard groupware formats, such as iCalendar and vCard, via a generic groupware adapter using a sophisticated XSLT mapping framework, which is known as the MapBox. Predefined mappings are delivered for groupware integration.

SAP Groupware Connectors external to the CRM server perform the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed to proprietary groupware object formats.

© SAP AG CR100 7-20

SAP AG 2004

Business Partner Cockpit (Fact Sheet)

Button 1Button 1 Button 2Button 2 Button nButton n

Info block 1Info block 1

Info block 2Info block 2

Info block nInfo block n

ViewView1

32

Interaction Center

Interaction Interaction CenterCenter Sales

teamSalesteam

Personalization

The fact sheet delivers an immediate and compromised overview of business partner information from several sources, for example, business partner master data, statistical data, and transaction data. In this way, you can quickly and simply display the most important details for your main customers or business transaction partners.

The most important steps for modifying the fact sheet are view definition, assignment of info blocks to views, and assignment of views to user roles:

View definition: With this step you can create new views for the fact sheet. Each view can contain a contrasting number or selection of info blocks. This allows you to adjust the view according to the requirements of the user.

Assignment of info blocks to the views

Assignment of views to user roles: In this step, you can assign particular views to particular single roles. Therefore, the information you see on the fact sheet depends on the application in which you are working or on the user group to which you are assigned. (This step is optional.)

© SAP AG CR100 7-21

SAP AG 2004

Reporting Queries (1)

Activity/passivity analysis

Success/failure analysis

Intensity of customer care

Distribution of activities per organizational unit

Activity history

The activity/passivity analysis provides an overview of how often the customer actively requests information from you or how often you take the initiative to contact the customer to sell products, to provoke interest, or to maintain contact. If the customer is active, incoming business activities, for example incoming phone calls, predominate. If the customer is passive, outgoing business activities, for example, outgoing e-mails, predominate.

The success/failure analysis provides an overview of all activities that are carried out in a specific time period, including the status set by the user, for example, completed successfully or without success, and the reason for this status.

Intensity of customer care provides details on how many activities were created for a specific contact partner and how much time is spent on each activity. With this information, the sales manager can judge how much time has been invested in customer care. This includes both the total duration of the activity and the time spent in direct contact with the contact partner.

Distribution of activities per organizational unit provides you with information regarding the number of activities processed in recent months so that you can better estimate how many activities your sales team will have in coming months. You can also display the total number of open activities for a specified time.

Activity history shows those business activities that were created in the last 12 months. View A displays the activities for individual sales employees in the team of each sales manager. View B displays the activities within a region (or sales area) assigned to each sales manager.

© SAP AG CR100 7-22

SAP AG 2004

Reporting Queries (2)

Planned activities (employees, team, region)

Sales, activities and opportunities / processing time / revenue

Sales, activities and opportunities / quantities and volumes

Sales, activities and opportunities / processing time / revenue: Using this query, you can compare the time that the call center agent has used for business activities (phone calls, e-mails or faxes) with specific customers with revenue achieved by orders or contracts with these customers.

Sales, activities and opportunities / number and volumes: This query provides an overview of the number of completed activities, opportunities and sales orders according to region and country.

© SAP AG CR100 7-23

SAP AG 2004

Mapping of Mobile Sales Activity Types

Business activity 0001, category EMAILBusiness activity 0001, category TELBusiness activity 0001, category VISITBusiness activity 0001, category LET

Business activity 0001, category EMAILBusiness activity 0001, category TELBusiness activity 0001, category VISITBusiness activity 0001, category LET

Activity type EMAILActivity type TELActivity type VISITActivity type LETTER

Activity type EMAILActivity type TELActivity type VISITActivity type LETTER

CRM Online Mobile Sales

To use the Mobile scenario, you have to map the Mobile Sales activity types with the CRM business transaction types Business Activity and Task and their categories

The transaction used the mapping can be found in IMG under Customer Relationship Management → Transactions → Settings for activities → Migration of MSA Activities (as of Release 3.0)

The activities created in the Mobile Sales and Service Application (MSA) and Customer Relationship Management (CRM) system both contain fields for the activity reason, status and reason for the status (known as outcome in MSA and SAP R/3). In the new MSA activity transaction type, these fields are created in a subject profile with codes and code groups. To map the previous MSA business activity types with the new MSA activity types, you must map the original fields for reason, status and reason for status to the new subject profile.

© SAP AG CR100 7-24

SAP AG 2004

Activity Management: Unit Summary

You are now able to:Define activities and activity management

Customize activity information items

Map Mobile Sales activity types

Describe calendar integration

Describe groupware integration

Customize Business Partner fact sheet

List the available reporting functions

© SAP AG CR100 7-25

Exercises

Unit: Activity Management Topic: Tasks and Customizing in Activities

At the conclusion of this exercise, you will be able to:

• Work with activities and set up your own activities with a new transaction type

• Create and maintain entries for activities in Customizing

• Work with the fact sheet in the Business Partner Cockpit and make the Customizing settings give on the fact sheet

After creating an opportunity for your new customer, with the help of your newly created transaction type, and generating follow-up activities, you want to process and keep a check on these activities. You also realize that for smooth processing, you will have to set up a new activity as a new transaction type but that you do not have the special default values necessary for the activities. However, you must set up these values and test them.

Finally, you should set up a special view of the fact sheet in Customizing.

1-1 For the customer visits that result from these activities, set up your own Trade Fair Activity in the system as a new transaction type with defined default values.

1-1-1 In Customizing, set up a new category for activities and enter Y## as the category, Trade Fair Category ## as the description, and Sales Call as the class.

1-1-2 In Customizing, maintain a new activity goal Z## with the description Trial Order ##.

1-1-3 Copy the transaction type 0001 (Sales Call), which already exists in Customizing, and enter ZB## as the transaction type, Trade Fair Visit ## as the name, and Obtain & Prepare Visit as the long description.

Assign the organizational data profile ZORGPROF_## to the transaction type ZB##.

In the Customizing header, assign your newly created category Z## and the activity goal Z## to transaction type ZB## and set the priority to High.

1-1-4 Test your newly created transaction type by creating a contact with the transaction type ZB##. Check whether priority, category, and goal are correctly given by the system. You can test with Stockmann AG##. Schedule the visit for exactly one weeks’ time at 2 p.m.

© SAP AG CR100 7-26

1-2 Open the activity Obtain and Prepare Visit, from which you want to generate follow-up activities.

1-2-1 Create a follow-up activity with transaction type ZB## (Trade Fair Visit ##) In the Description field, enter Visit after trade fair and schedule the visit for exactly two weeks’ time at 3 p.m.

1-2-2 Go to the document flow to check how many preceding documents exist for this activity.

__________________________________________________

1-2-3 Copy the activity First visit after trade fair and save it immediately. Now try to display the document flow again. Why is it no longer possible to branch to the document flow?

__________________________________________________

© SAP AG CR100 7-27

Optional Exercises

1-3 Make sure that the contacts that you create with the new transaction type ZB## (Trade Fair Visit ##) are also transferred to the calendar of the responsible employee. You can check the relevant settings for this in Customizing.

1-3-1 Find out which partner determination procedure is used for transaction type ZB## (Trade Fair Visit ##).

__________________________________________________

1-3-2 Check whether the calendar transfer is set as a suggested value for the partner function Person Responsible in your partner determination procedure. (You can find the determination procedure under Basic Functions → Partner Processing.)

__________________________________________________

1-3-3 Make sure that calendar transfer is selected in the Customizing header for the transaction type ZB## (Trade Fair Visit ##).

__________________________________________________

1-3-4 Create another transaction with transaction type ZB## (Trade Fair Visit ##) using the customer Stockmann AG ## and enter the end of the month as the appointment date. Check whether the calendar entry is activated on the Partner tab page, save the entry, and write down the transaction number.

__________________________________________________

1-3-5 Now check in the calendar that the activity was correctly transferred and entered in the calendar.

1-3-6 Try to create an additional activity of your choice for the customer Stockmann AG ## and the transaction type ZB## (Trade Fair Visit ##) directly from the calendar.

1-4 Now you should enhance the fact sheet with a view that enables you to view all open transactions for the trade fair customer at a glance. You can make the relevant settings for this in Customizing.

1-4-1 In View Definition in Customizing, enter the new view, Trade Fair View Group ##.

1-4-2 Assign the info block, which shows you the open transactions in the system to the Trade Fair View Group ## view.

1-4-3 In the Business Partner Cockpit, check the new fact sheet view for the customer Stockmann AG ##.

© SAP AG CR100 7-28

© SAP AG CR100 7-29

Solutions

Unit: Activity Management Topic: Tasks and Customizing in Activities

1-1 For the customer visits that result from these activities, set up your own Trade Fair Activity in the system as a new transaction type with defined default values.

1-1-1 In Customizing, set up a new category for activities and enter Y## as the category, Trade Fair Category ## as the description, and Sales Call as the class.

SAP Menu → Architecture and Technology → Configuration → Customizing Button SAP Reference IMG

Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Categories Choose New Entries and enter the following data:

Field Name or Data Type Values

Category Y##

Description Trade Fair Category

Class Sales Call

1-1-2 In Customizing, maintain a new activity goal Z## with the description Trial Order ##.

SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Goals

Choose New Entries and enter the following data:

Field Name or Data Type Values

Goal Z##

Description Trial Order ##

© SAP AG CR100 7-30

1-1-3 Copy the transaction type 0001 (Sales Call), which already exists in Customizing, and enter ZB## as the transaction type, Trade Fair Visit ## as the name, and Obtain & Prepare Visit as the long description.

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Select the transaction type 0001 (Sales Call) and choose Copy As. Make the necessary entries or changes, choose Enter and confirm the message that appears.

Field Name or Data Type Values

Transaction Type ZB##

Name Trade Fair Visit ##

Description Long Obtain and Prepare Visit

Assign the organizational data profile ZORGPROF_## to the transaction type ZB##.

In the dialog structure, go to the Definition of transaction types area. In the OrgdataProfile field, enter ZORGPROF_##.

In the Customizing header, assign your newly created category Z## and the activity goal Z## and set the priority to High.

Select the ZB## transaction type, Assignment of Business Transaction categories, in the dialog structure (left side of the screen), select the business transaction category Business Activity and Customizing Header and then enter the category and goal.

1-1-4 Test your newly created transaction type by creating a contact with the transaction type ZB##. Check whether priority, category, and goal are correctly given by the system. You can test with Stockmann AG##. Schedule the visit for exactly one weeks’ time at 2 p.m.

SAP Menu → Activities → Maintain Activities

Choose Transaction → Create and choose the new transaction type for contacts ZB## to create the contact. Check the settings and save the data.

© SAP AG CR100 7-31

1-2 Open the activity Obtain and Prepare Visit, from which you want to generate follow-up activities.

1-2-1 Create a follow-up activity with transaction type ZB## (Trade Fair Visit ##). In the Description field, enter First visit after trade fair and schedule the visit for exactly Two weeks’ time at 3 p.m.

Choose Create Follow-Up Transaction and select Trade Fair Visit ##. Save the entry.

1-2-2 Go to the document flow to check how many preceding documents exist for this activity.

Choose Document Flow and then, once in the document flow, Overview. One preceding documents exist, the activity Obtain and Prepare Visit.

1-2-3 Copy the activity First visit after trade fair and save it immediately. Now try to display the document flow again. Why is it no longer possible to go to the document flow?

Choose Copy Business Transaction. The Document Flow button is now grayed out because copying a business transaction does not establish any reference to the original transaction.

© SAP AG CR100 7-32

Optional Exercises

1-3-1 Make sure that the contacts that you create with the new transaction type ZB## (Trade Fair Visit ##) are also transferred into the calendar of the responsible employee. You can check the relevant settings for this in Customizing.

1-3-1 Find out which partner determination procedure is used by the transaction type ZB## (Trade Fair Visit ##).

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Select transaction type ZB## (Trade Fair Visit ##). In the detailed view, you can see that the partner determination procedure 00000002 is entered.

1-3-2 Check whether the calendar transfer is set as a suggested value for the partner function Person Responsible in your partner determination procedure. (You can find the determination procedure in Basic Settings → Partner Processing.)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the determination procedure 00000002 and Partner Functions in Procedure in the dialog structure. In the overview, you can see that the calendar maintenance is selected for the partner function Person Responsible.

1-3-3 Make sure that calendar transfer is selected in the Customizing header for transaction type ZB## (Trade Fair Visit ##).

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Select transaction type ZB## (Trade Fair Visit ##), select Assignment of Business Transaction Categories in the dialog structure, select the Business Activity business transaction type and Customizing Header – The option is selected.

1-3-4 Create an additional transaction with transaction type ZB## (Trade Fair Visit ##) using the customer Stockmann AG ## and enter the end of the month as the appointment date. Check whether the calendar entry is activated on the Partner tab page, save the entry, and write down the transaction number.

SAP Menu → Activities → Maintain Activities

Choose Transaction → Create, select transaction type ZB## (Trade Fair Visit ##), and check the Partner tab page. Calendar maintenance is selected.

1-3-5 Now check in the calendar that the activity was correctly transferred and entered in the calendar.

You can check the calendar entry and the saved activity in the calendar in the locator.

© SAP AG CR100 7-33

1-3-6 Try to create an additional activity of your choice for the customer Stockmann AG ## and the transaction type ZB## (Trade Fair Visit ##) directly from the calendar.

By selecting the calendar, you get a selection box, from which you must choose a transaction type specified for calendar entries. (Normal processing will follow.)

1-4 Now you should enhance the fact sheet with a view that enables you to view all open transactions for the trade fair customer at a glance. You can make the relevant settings for this in Customizing.

1-4-1 In View Definition in Customizing, enter the new view, Trade Fair View Group ##.

SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Business Partner - Cockpit and Fact Sheet → Define Info Blocks and Views

Choose New Entries, then make the relevant entries in the Trade Fair View Group ## view.

1-4-2 Assign the info block, which shows you the open transactions in the system, to the new view Trade Fair View Group ##.

Select the new view, choose Assign Info Blocks in the dialog structure and go to New Entries. Use F4 help to assign the info block Open Transactions.

1-4-3 In the Business Partner Cockpit, check the new fact sheet view for the customer Stockmann AG ##.

SAP Menu → Master Data → Business Partner → Business Partner Cockpit

Enter the business partner number, call up the relevant view in the fact sheet for the customer.

© SAP AG CR100 8-1

SAP AG 2004

Partner Processing: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 8-2

SAP AG 2004

Partner Processing

Partner Processing and BP Master Data

Partner Processing and Organizational Data

© SAP AG CR100 8-3

SAP AG 2004

Partner Processing: Unit Objectives

At the conclusion of this unit, you will be able to:Explain how partners are used in business transactions

Set up partner processing

© SAP AG CR100 8-4

SAP AG 2004

Within the context of transaction processing, you want to ensure that the business partners involved in a transaction are automatically determined by the system.

Partner Processing: Business Scenario

© SAP AG CR100 8-5

SAP AG 2004

Partner Processing: Motivation

Which external partners, for example, supplier payer, are involved?

Which external partners, for example, supplier payer, are involved?

Which internal partners, for example, responsible employee, are involved?

Which internal partners, for example, responsible employee, are involved?

Which partners must be involved in a business transaction?

Which partners must be involved in a business transaction?

Are individual partners found automatically?Are individual partners found automatically?

Where does the system look for partners?Where does the system look for partners?

BusinessTransactionBusiness

Transaction

Partner determination controls business partner processing in transaction processing. Partner data can be checked for correctness using rules defined in Customizing. In this way, the user creates complete, consistent transactions and documents.

All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently.

Partner processing includes partner determination, the procedure with which the system automatically finds and enters partners in transactions.

Partner processing allows you to define partners with your company’s terminology. It also lets you specify many aspects of how partners are handled in transactions and lets you set how CRM and R/3 exchange partner processing information. This means that end users don’t have to think about partner processing!

© SAP AG CR100 8-6

SAP AG 2004

Create transaction (for example, order)

1.

Enter sold-to party2.

3. The partners involved are determined by the system.

for example, ship-to party, payer

4711

Automatic Partner Processing

The main business partner is entered during transaction processing. In Sales, this is usually the sold-to party; in an opportunity, this is the sales prospect.

Partner processing ensures that other partners involved in the transaction are determined automatically by the system.

© SAP AG CR100 8-7

SAP AG 2004

Create, change, save transaction

Header data

Item data

... ... ...Partners

Smith, Steven608Employee responsible

HiTech Ltd, 34560 Washington4711Payer

...

HiTech Ltd, 34560 Washington

HiTech Ltd, 12340 New York

Malecki, Tom, 34560 Washington

HiTech Ltd, 34560 Washington

4711Bill-to party

......

4812Ship-to party

0815Contact person

4711Sold-to party

...

1 Which partners must be involved in the transaction?

2 Are the partners determined automatically or completed manually?

3 When are the partners determined?

1

2

3

Partners

Partner Processing in the Application

In a transaction, partners can be determined at both header and item level. The partners found do not need to match.

1. Which partners must be involved in the transaction?

It is possible to define that certain partner are mandatory for a business transaction. If the determination fails or no partner was entered manually by the user, the business transaction will result in an error.

2. Are the partners determined automatically or completed manually?

Using access sequences (search strategies) it is possible to automatically determine partners.

3. When are the partners determined?

Three determination times can be used: Recurring, During Product Entry, When Saving.

Once a business transaction is saved, no automatic partner determination will take place.

Alternative partner proposal allows you to trigger partner determination within business transactions in order to change previously automatically determined partners, quickly and easily within the application itself. This means you no longer have to search manually for partners you wish to replace. The function can also be used to redetermine partners in saved documents and for triggering partner determination for empty partner functions saved previously in a document.

© SAP AG CR100 8-8

SAP AG 2004

PartnerFunctionCategory

PartnerFunctionCategory

PartnerFunctionPartner

FunctionPartner

Determination Procedure

PartnerDetermination

ProcedureAccess

SequenceAccess

Sequence

Partner ProcessingPartner Processing

Transactions

Business Partner

Transactions

Business Partner

Partner Processing in Customizing

Partner function category: This classification of responsibilities is used as a system key for identifying the partner function and the business partners who carry out these responsibilities. The mySAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. Example: Partner function customer has the partner function category sold-to party.

Partner function: Terms for describing people with whom you do business. Customers can also be referred to as sold-to parties, clients, patients or tenants. Partner functions describe those partners that you use in your organization. You can assign names freely.

Partner determination procedure: Rules that determine how the system works with business partners during transaction processing. This procedure combines partner functions and access sequences and contains additional information.

Access sequence: A search strategy for determining the data sources the system uses for partner determination and the order in which the sources are used.

mySAP CRM partner processing has two important advantages over SAP R/3 partner determination:

Using the ordering of accesses in the access sequence (search strategy), it is possible to look for involved partners in more than one place (sequence).

There are more sources in which partners involved in a transaction can be found.

Besides from standard Customizing you can use the Business Add-In COM_PARTNER_BADI to define three custom-made sources.

© SAP AG CR100 8-9

SAP AG 2004

The partner determination procedure is defined in Customizing.It basically specifies which partner functions can be found automatically in a transaction.

Partner Determination Procedure TelesalesPartner Functions

Sold-to party

Ship-to party

Bill-to party

Payer

Mandatory partner?

Determine automatically or enter manually –possibly several times?

Which search strategy should be used?

Can the address be changed?

Determination time?

Mandatory partner?

Determine automatically or enter manually –possibly several times?

Which search strategy should be used?

Can the address be changed?

Determination time?

Partner Determination Procedure

A partner determination procedure can be assigned to a transaction type and an item category. A partner determination procedure consists of three levels:

Procedure user (for example, sales transaction, service transaction, opportunity)

Partner functions in the procedure (for example, sold-to party, employee responsible)

Interface settings (which partners are displayed in the transaction in the general view)

You can block a partner determination procedure for the determination, that is, the partners stored in the procedure are not automatically found by the system but must be maintained manually. For performance reasons, it can be useful to make this adjustment, for example, with Internet Sales transactions.

For testing purposes, it can be useful to analyze partner processing. You can display a log. For performance reasons, it is best not to always record a log.

Manual partner functions can also be stored in the transaction if they are not stored in the partner determination procedure.

The determination time can be set for each partner function. However, partner determination occurs only before the initial save. If a transaction is saved and then subsequently altered, no new partner processing (determination) takes place.

© SAP AG CR100 8-10

SAP AG 2004

An access sequence is a search strategy that provides the data sources and the order in which the system checks them during partner processing.

Sold-to party using access sequence 0001

Ship-to party using access sequence 0002

Contact person using access sequence 0003

Employee responsible using access sequence 0004

Access 10: preceding document

Access 20: business partner

Access 30: current partner

Access 40: ...

Access 10: preceding document

Access 20: business partner

Access 30: current partner

Access 40: ...

Access Sequences

Partner Deter. ProcedureTelesalesPartner Functions

Access sequences are defined in Customizing.

In the partner determination procedure, you can select with which access sequence the partner should be determined for each partner function. If there is no access sequence in the partner determination procedure for a partner function, you can enter the partner manually.

The following are access sources:

Business partner relationships

The CRM Organizational Model

Preceding documents

Pricing hierarchy

Customer's own sources that are defined as Business Add-Ins in Customizing

© SAP AG CR100 8-11

SAP AG 2004

PrecedingDocumentPrecedingDocument

OrganizationalData

OrganizationalData

Business PartnerRelationships

Business PartnerRelationships

CurrentPartnersCurrentPartners

Partner FunctionsPartner Functions

Partner Determination ProcedurePartner Determination Procedure

Transaction TypeTransaction TypeCustomizingSettings

Process inmySAP CRM

Partner Processing: Overview

Access SequencesAccess Sequences

The business transaction (for example, quotation, order, opportunity) is assigned to the transaction type Business transaction types in Customizing.

Procedure-users are assigned to the partner determination procedure.

Business transaction type and determination procedure must match in order to assign a partner determination procedure to a transaction type.

© SAP AG CR100 8-12

SAP AG 2004

Partner FunctionsPartner Functions Partner RolesPartner Roles

Partner functions and partner roles are Partner functions and partner roles are mapped inmapped in CustomizingCustomizing

Partner Functions (CRM) and Partner Roles (SAP R/3)

mySAP CRM SAP R/3

In SAP R/3, the partner function Sold-to party is used. In SAP CRM, however, the same partner function is known as Customer. In Customizing (CRM → Basic functions → Partner processing → Data transfer → Partner role distribution from R/3 to CRM), you can specify that SAP R/3 sold-to parties are SAP CRM customers.

In SAP CRM, the partner function Customer is used. In SAP R/3 the same partner function is known as Sold-to party. In Customizing (CRM → Basic functions → Partner processing → Data transfer → Partner function distribution from CRM to R/3), you can enter SAP CRM customers as SAP R/3 sold-to parties.

© SAP AG CR100 8-13

SAP AG 2004

Partner Processing: Unit Summary

You are now able to:Explain how partners are used in business transactions

Set up partner processing

© SAP AG CR100 8-14

© SAP AG CR100 8-15

Exercises

Unit: Partner Processing Topic: Analyze and Set Up Partner Processing

At the conclusion of this exercise, you will be able to:

• Describe and explain the fundamental concepts of CRM Partner Processing

• Implement CRM Partner Processing in Customizing

Within your trade fair business framework, you want to set up partner processing for the transaction type ##Quotation according to your own requirements. You want to utilize business partner relationships and enter the contact persons in the document as partners.

1-1 Analyze partner processing for the sales transaction ##Quotation in Customizing. In a separate parallel session, create a sales transaction with transaction type ##Quotation. User your business partner Stockmann AG ## as Sold-To Party.

1-1-1 Which partner functions were automatically found by the system for this particular sales transaction? Was a contact person found?

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

1-1-2 What access sequence is used to search for the Employee Responsible?

_______________________________________

1-1-3 Can you manually maintain additional partners in the partner view? If so, do this.

© SAP AG CR100 8-16

1-2 Implement Partner Processing.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPSGR##. Name the new partner determination procedure Partner Det Proc Group ##.

1-2-2 Create a single access sequence ZZ##, Sold-To Party – Relationships ##, with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function.

1-2-3 Enhance the partner determination procedure ZPSGR## with the partner function Contact Person, which the system automatically finds in the corresponding telesales transaction.

The partner function Contact Person should occur at least once and no more than three times.

For determination, use the access sequence ZZ##, which you just created in the previous exercise.

You do not have to maintain the remaining fields.

1-2-4 Assign you partner determination procedure ZPSGR## to transaction type ZA## (##Quotation).

1-2-5 Test the new partner determination procedure by creating the sales transaction ##Quotation using Stockmann AG ## as Sold-To Party. Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

____________________________________

1-3 Comprehension questions on Partner Processing

1-3-1 What concept makes partner processing particularly flexible? Why?

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

1-3-2 Can you define your own partner functions in Customizing?

___________________________

1-3-3 Can you define your own partner function categories?

___________________________

© SAP AG CR100 8-17

Solutions

Unit: Partner Processing Topic: Analyze and Set Up Partner Processing

1-1 Analyze partner processing for the sales transaction ##Quotation in Customizing. In a separate parallel session, create a sales transaction with transaction type ##Quotation. Use your business partner Stockmann AG ## as Sold-To Party.

1-1-1 Which partner functions were automatically found by the system for this particular sales transaction? Was a contact person found?

SAP Menu → Architecture and Technology → Configuration → Customizing Button SAP Reference IMG

Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types The partner determination procedure 00000001 is assigned to transaction type AG (Telesales).

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure

The partner determination procedure 00000001 contains the following five partner functions:

Sold-to Party, Ship-to Party, Bill-to Party, Payer, Employee Responsible.

A partner function Contact Person was not found automatically, because it is not listed in the partner determination procedure.

1-1-2 What access sequence is used to search for the Employee Responsible?

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure

View the details for the partner function Employee Responsible in partner determination procedure 00000001 (Telesales).

IDES. from /user (Z006) 1-1-3 Can you manually maintain additional partners in the partner view? If so, do

this.

In your second session, go to the Partner tab page in the sales transaction and enter, for example, a contact person (e.g. the Business Partner number of Michael Contact ##).

© SAP AG CR100 8-18

1-2 Implement Partner Processing.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPSGR##. Name the new partner determination procedure Partner Det Proc Group ##.

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure

Select the entry 00000001 (Telesales) and choose Copy As. Confirm the dialog box and copy all dependent entries. Give the new determination procedure the name Partner Det Proc Group ##.

Save your data and go back to the IMG.

1-2-2 Create a single access sequence ZZ##, Sold-To Party – Relationships ##, with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function.

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Access Sequences

Choose New Entries and enter ZZ## as the ID and Sold-To Party – Relationships ## as the description.

Select the new access sequences and choose Individual Accesses. Enter the following data:

Field Name or Data Type Values

Batch Sequence: 10

Dialog Sequence: 10

Source: Business partner relationships

Partner function: Sold-to Party (CRM)

Save the data and go back to the IMG.

© SAP AG CR100 8-19

1-2-3 Enhance the partner determination procedure ZPSGR## with the partner function Contact Person, which the system automatically finds in the corresponding telesales transaction.

The partner function Contact Person should occur at least once and no more than three times.

For determination, use the access sequence ZZ##, which you created in the previous exercise.

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure

Select the partner determination procedure ZPSGR## and then double-click Partner Functions in Procedure. Choose New Entries.

Field Name or Data Type Values

Partner function Contact person (CRM)

Number of Occurrences (Lowest)

1

Number of Occurrences (Highest)

3

Access sequence Sold-To Party – Relationships ## (ZZ##)

1-2-4 Assign you partner determination procedure ZPSGR## to transaction type ZA## (##Quotation).

IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Search for transaction type ZA## and change the details. Enter ZPSGR## in the field Partner Determ.Proc.

1-2-5 Test the new partner determination procedure by creating the sales transaction ##Quotation. Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

Sales → Maintain Sales Orders

Create a transaction ##Quotation and use the sold-to party Stockmann AG ##.

Go to the Partner tab page. The system found the contact person Michael Contact ##.

To prevent the system from finding the sold-to party as a contact person, you can define the permitted partner function Sold-to Party (CRM) as an excluded partner function in the business partner master (role: Sold-to Party) on the Excluded Functions tab page.

© SAP AG CR100 8-20

1-3 Comprehension questions on Partner Processing

1-3-1 What concept makes partner processing particularly flexible? Why?

Access sequences enable the formulation of search strategies to search for individual partners. The Employee Responsible can be determined through organizational data determination or, if no partners are found here, can be entered manually by the system user.

1-3-2 Can you define your own partner functions in Customizing?

Yes, it is possible to define your own partner functions to fit your personal requirements.

1-3-3 Can you define your own partner function categories?

Partner function categories cannot be enhanced in Customizing.

© SAP AG CR100 9-1

SAP AG 2004

Pricing: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 9-2

SAP AG 2004

Pricing

Overview of Pricing and Tax Determination

Pricing in Transactions

How Pricing Works

Special Functions in Pricing

Condition Maintenance

Taxes

© SAP AG CR100 9-3

SAP AG 2004

Pricing: Unit Objectives

At the conclusion of this unit, you will be able to:Explain the functions of the Internet Pricing and Configurator (IPC)

Describe the pricing functionality in SAP CRM

Explain how tax determination and tax maintenance work in SAP CRM

© SAP AG CR100 9-4

SAP AG 2004

You want to understand the functionality and capabilities of pricing elements with CRM enterprise.You might need to make Customizing settings for pricing in the future.

Pricing: Business Scenario

© SAP AG CR100 9-5

SAP AG 2004

TraceTrace

ConversionsConversions-- CurrencyCurrency

-- UOMUOM

SPEPricing/

Free Goods

ConditionTechnique

Limited ProductMaster

Information

Pricing and Tax Determination in SAP CRM

TraceTrace

Knowledge BaseKnowledge Base

SCEConfiguration

Dependencyprocessing,Feasibility &

Completeness Check

TraceTrace

ConversionsConversions-- CurrencyCurrency

-- UOMUOM

TTETax Determination/

Pricing

ConditionTechnique

Data Loader

IPCIPC

Sales Pricing and Configuration (SPC) contains several elements:

Sales pricing engine

Sales Configuration Engine (SCE)

Product master data functions – Product master data is read from the database when an item is created.

Simple document functions

The sales pricing engine contains the following elements:

Pricing functions

General condition technique

A trace, which documents how the search for condition records was done

Currency and unit of measurement (UoM) conversions

© SAP AG CR100 9-6

SAP AG 2004

Internet Sales R/3 Edition

Internet Sales R/3 Edition

mySAPAutomotive

(VehicleManagement

System)

mySAPAutomotive

(VehicleManagement

System)

EnterpriseBuyer

Professional

EnterpriseBuyer

Professional

mySAP CRMField Applications

mySAP CRMField Applications

mySAPCRMECommercemySAPCRMECommerce

Customer specificScenarios

Customer specificScenarios

mySAPCRMInteraction Center

mySAPCRMInteraction Center

Which Applications use the IPC?

SAP IPCSAP IPC

Java-based IPC technology allows the reuse and integration of the IPC into different software platforms.

© SAP AG CR100 9-7

SAP AG 2004

R/3

IPC Implementation Scenarios

IPC

Local database

customizing + master data

IPC Data loader

CRMIPC

CRM database

RFC

CRMIPC

CRM database

RFC

MiddlewareR/3

Data is maintained in the SAP CRM system. The IPCaccesses the data in the CRM database.

The IPC accesses the CRM database again. An SAP R/3system provides the CRM system with data.

The Data Loader loads data from an SAP R/3 system to alocal database.

To carry out pricing, the Internet Pricing and Configurator needs various types of data from the following sources:

Customizing contains information about currencies or pricing determination procedures, for example.

Master data records contain information such as the gross price of a product.

Context-relevant information, for example, about the product and customer in a certain order, is gathered from the CRM database.

© SAP AG CR100 9-8

SAP AG 2004

How Pricing Works

SAP R/3 Back OfficeSystem

Pricing Pricing Pricing Price calculation basedPrice calculation basedon the condition recordson the condition recordsCustomizing of pricing Customizing of pricing procedureprocedureFormula Formula RequirementsRequirementsExclusionsExclusions

Condition TechniqueCondition Technique

Determination ofDetermination ofaccess sequence access sequence condition records, e.g.condition records, e.g.,,base price orbase price orvariant pricevariant price

Sales and Distribution (SD)

Sales OrdersBilling

Delivery

Pricing enables you to determine relevant price information in all types of business transactions such as sales or service orders, contracts, quotations or campaigns.

Different kinds of condition groups – for example, prices, discounts, surcharges, freight or taxes – can be determined.

Pricing in CRM is carried out via the Internet Pricing and Configurator (IPC). The IPC ensures consistent pricing regardless of whether prices are calculated for a business transaction in the Interaction Center, Internet Sales, or a Mobile Sales scenario.

Pricing provides an infrastructure for managing comprehensive pricing strategies and enables you to provide consistent price information any time, anywhere.

The sales relevant master data can be extracted from the SAP SD system to the CRM system or IPC.

The Internet Pricing and Configurator uses the data stored in CRM or IPC databases.

Relevant information that is necessary for sales pricing includes the following:

Basic information on the materials, business partners and sales organization

Sales processes

Pricing

© SAP AG CR100 9-9

SAP AG 2004

Condition Types

Value from Amount

- 1 %- 2 %- 4 %

Amount

$ 1 per 1 kg

FreightKF00

Calculation type: PercentageScale base type: Value scale

Calculation type: Amount/weight

$100$ 1000 $ 10000

Discount %K007

The condition type defines the characteristics and attributes of a condition. You can define a condition type for every type of price, surcharge, or discount that occurs in your business transactions.

The condition type determines the category of a condition and how it is used. The calculation type and the scale base type can be controlled for each condition type. Possible scale base types Possible calculation types

Value Percentage from an initial value, fixed amount Quantity Amount per unit of measure Weight Amount per unit of weight Volumes Amount per unit of volume Time period Quantity per unit of time

Each condition type can be set as an automatic surcharge or an automatic discount.

Condition types are defined in Customizing under SAP Implementation Guide → Customer Relationship Management → Pricing → Define Settings for Pricing → Condition Types

Condition types have a Source (CRM or R/3). SAP R/3 condition types can be loaded to SAP CRM (customizing download object

CRM_PRC_CNDTYP). SAP CRM condition types cannot be loaded to SAP R/3.

Some SAP R/3 condition types cannot be used in SAP CRM

© SAP AG CR100 9-10

SAP AG 2004

Pricing Procedure

Pricing procedure

1. Price PR00

2. Customer discount K007

3. Promotion discount KA00

RVAAUS

The pricing procedure defines which condition types are permitted and in which sequence.

The pricing procedure also defines the following:

Which subtotals are shown on the pricing screens

If a condition type is mandatory

If a condition type is statistical

If a condition can be entered manually only

Formulas for calculating prices

The basis on which the system calculates prices

Which requirements must be met in order for a specific condition type to be considered

A pricing procedure has a Source (CRM or R/3).

SAP R/3 Pricing procedures can be loaded into SAP CRM (customizing download object CRM_PRC_PROC). Subsequent changes to the pricing procedure have to be done in SAP R/3.

SAP CRM pricing procedures cannot be loaded into SAP R/3.

© SAP AG CR100 9-11

SAP AG 2004

Organizational Context

Pricing procedure

1. Price 0PR0

2. Customer discount 0K07

3. Promotion discount 0KA0

0CRM1

Sales Organization

O 50002101

Customer pricing procedureStandard

Distributionchannel 10

Documentpricing proc. A

Determination of Pricing Procedure

Customer group

determines

Process

The determination of pricing procedure must be set up manually. Unlike SAP R/3, no division setting is required.

The following elements influence the determination of the pricing procedure:

Sales Organization

Distribution Channel

Document Pricing Procedure (can be assigned to a sales transaction, on the third level)

Customer Pricing Procedure (assignment in business partner master)

optionally the Division.

In Customizing pricing procedure determination is set up under SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures

© SAP AG CR100 9-12

SAP AG 2004

Access Sequence

Access Sequence K027:

1. Customer specific discountCondition table: Customer/Sales Organization

2. Discount for price group Condition table: Price Group/Sales Organization

3. General discount for the sales organizationCondition table: Sales Organization

Condition Type K027:

An access sequence is a search strategy that the system uses to search for valid data for a specific condition table. It consists of one or more accesses.

© SAP AG CR100 9-13

SAP AG 2004

Condition Table

Condition Table Fields:Sales Organization Distribution ChannelDivisionSold-to party

Condition Table Z007 Customer/Sales Organization:

A condition table defines the combination of fields (keys) that identify an individual condition record.

© SAP AG CR100 9-14

SAP AG 2004

Condition Technique

ScaleFrom 1 PC:100 EUR per PCFrom 50 PC:95 EUR per PC

PR00 95 EUR/PCK007 -2%

Transaction

Product A 55 PC

Access sequenceCondition tables1. Access: Customer/Material2. Access: Material

ZPR0

Pricing procedure

1. Price PR00

2. Customer discount K007

3. Promotion discount KA00

RVAA01

Condition type

Access sequence ZPR0

PR00

Condition recordsValid record not available

Valid record available

for PR00

Pricing makes the input values sales area, partner procedure and document pricing procedure available to condition technique.

The system determines the pricing procedure dependent on sales area, partner procedure and document pricing procedure.

The system reads the first condition type of the pricing procedure and determines the assigned access sequence. This step, together with the following steps, is repeated for each condition type on the pricing procedure.

The system reads the access sequence with the condition tables. The sequence of the condition tables forms the search strategy for determining the individual condition records. Each condition table contains the field combinations according to which the system should search in the condition records, for example business partner – product - price.

The system searches for valid condition records for the condition tables. If the system does not find a valid condition record for the first condition table, it carries on and searches for a condition record for the next condition table.

Once the system has found a valid condition record for a condition table, it makes the result available to pricing in the form of prices and discounts.

If the search procedure contains more than one condition type, the system repeats the search for condition records for each condition type.

© SAP AG CR100 9-15

SAP AG 2004

For example:Incoterms,part 1Incoterms,parts 1+2

For example:Incoterms,part 1Incoterms,parts 1+2

For example: Material priceCustomer-specificPrice list

For example: Material priceCustomer-specificPrice list

For example:By customerBy materialBy price group

For example:By customerBy materialBy price group

For example:Departurecountry

Export

For example:Departurecountry

Export

Groups of Conditions

Prices Discounts/surcharges Freight

Conditions

Taxes

You can determine conditions at any level you require:

Data about conditions is stored in condition records.

You can determine conditions at any level you require.

The levels on which pricing is most commonly carried out have been predefined in the standard version. You can easily add additional levels if required. A standard field catalog containing fields commonly used in pricing is supplied with SAP R/3. However, you can make conditions dependent on any document field(s), but you might have to add these fields to the field catalog.

© SAP AG CR100 9-16

SAP AG 2004

Condition Records

1st Period Mar 01 to Apr 30

Sales organization 1000

Distribution channel: 01

Customer: C1

Material: M1

2nd Period May 01 to May 30

Level on which the condition

is defined

$ 1000 - 1 %$ 2000 - 2 %$ 3000 - 3 %

$ 1000 - 2 %$ 2000 - 3 %$ 3000 - 4 %

Special offer discount:

Data about conditions is stored in condition records:

Data about conditions is stored in condition records.

You can limit a pricing agreement to a certain period by specifying a validity period. This can be useful when you want to have different price lists for different years or have discounts valid only for the duration of a special offer.

The values in a condition record (price, surcharge, discount) can be maintained according to a scale. You can specify an unlimited number of levels in a scale.

© SAP AG CR100 9-17

SAP AG 2004

Condition Maintenance

You can start condition maintenance from the following objects in CRM:

Business partners (roles: Sold-to Party, Bill-to Party, Payer)

Business partner hierarchies

Products (condition screen: Sales Conditions)

Contracts

Campaigns

You can also maintain conditions in the general condition maintenance regardless of the specific context. This is relevantfor product or customer group-specific conditions, for example.

You can use the price group Customers to group products for which the same conditions are to be valid. You assign the price group to the customers or to the products when you maintain the business partners (customer partner function) or the products. You can define your own price groups.

The conditions maintained in SAP CRM that begin with a zero (0), for example, 0PR0 for price, is equivalent to the PR00 for the price from SAP R/3.

In Customizing you can group the condition types / condition tables that you want using Condition Maintenance Group (under SAP Implementation Guide → Customer Relationship Management → Master Data → Condition Technique). By assigning the context GCM, you make the corresponding selection of condition types / condition tables possible for general condition maintenance.

© SAP AG CR100 9-18

SAP AG 2004

Pricing Information in Sales Documents

Header

Item

Prices

PricesPricing information

for example, gross and net prices, tax, currency

Header Conditions

Total of item conditions

Maintain header conditions

Prices

Item data

for example, currency conversion, net value, exchange rate

Conditions

Item conditions

You can change conditions

© SAP AG CR100 9-19

SAP AG 2004

Pricing in Transactions – Example

OrderCustomer: Miller

Product Quantity

M328 10 pc

$9301 pc$93Net Value for Item

1 pc

1 kg

1 pc

1 pc

1 pc

per

$970$97Final Amount

$+ 40$+ 2 Shipment Costs

$- 50$- 5Product Discount

$- 20%- 2Customer Discount

$1000$100Gross

$1000$100Material Price

CurrValueUnitRateCondition

It is possible to carry out a condition analysis, a log instrument that gives you an overview of the transactions in automatic pricing.

You can use this information to check how the individual pricing elements from the item are calculated in the system.

Not only information for the last pricing transaction the system carried out is displayed, but for each of these transactions. This enables you to compare pricing transactions. This can be useful after failed searches or price changes.

User parameter PRC_TRACE = X needs to be set.

Condition analysis is not available in the People-Centric UI

© SAP AG CR100 9-20

SAP AG 2004

Pricing Result Example

© SAP AG CR100 9-21

SAP AG 2004

Pricing – Features

Item level pricing, formulas for more complex pricing

Manual changes on item and header level

Different calculation types

Two-dimensional scales, scales with different scale bases

Validity periods

Condition exclusion

Currency conversion, quantity conversion, and unit of measurement conversion

Free goods

SAP Pricing has a flexible infrastructure that enables comprehensive pricing strategies.

SAP Pricing benefits include:

Increased profitability through economically sound response to any type of customer request

Increased competitiveness

Timely reaction to any type of customer request

Enhanced selling effectiveness by providing product, pricing and discount information at the point of sale

Differences in Pricing in SAP CRM and SAP R/3:

Condition types that are not supported in SAP CRM: EK01, EK02, BO01 to BO05, AZWR, RL00, MW15, VRPS, EDI1, EDI2.

Mass copying of condition records is not possible in SAP CRM.

Change documents are not available in SAP CRM

Archiving of pricing conditions is not possible in SAP CRM

© SAP AG CR100 9-22

SAP AG 2004

Pricing – Special Functions

Condition ExclusionVariant ConditionsGroup ConditionsHierarchical Access

In pricing, more than one condition record may apply to a particular item at any one time. You can use condition exclusion to compare possible conditions in order to determine such things as the best price for a customer.

Variant conditions can be used to influence the price of a configurable material depending on the characteristic values assigned.

You can use group conditions when you want some conditions to be used as the basis for determining scale values from several items. Example: Materials have been assigned to a material pricing group. You want a quantity-based discount to be assigned to these materials. You want the quantity scale to be read cumulatively with the cumulated quantity of all materials in the sales order that are assigned to this material pricing group.

Hierarchical accesses are used to optimize pricing for hierarchical data constellations such as a product hierarchy. General condition maintenance is available in the classic user interface and in the People-Centric User Interface.

Minimum and maximum limits allow you to restrict manual processing of pricing conditions in transactions per condition type. Currently this can be used only for condition records that were originally created in SAP R/3.

© SAP AG CR100 9-23

SAP AG 2004

Tax Calculation Features (1)

Online transaction support – Tax calculation for CRM Sales and Service, CRM Billing, Mobile Sales, Internet SalesSRM Order / Invoice Verification

Tax calculation and determinationDetermination of tax rates and calculation of tax amountsDetermination of tax types such as VAT (condition type MWST), sales and use taxes and moreDetermination of tax resultsSupport of quantity-based taxes

US Sales and Use TaxInternal jurisdiction method and NexusExternal systems such as Vertex® or Taxware®

Country-specific functionsMultilevel taxationTax determination based on net tax amountRounding rules

For US taxes, the nexus defines the physical presence of the taxpayer's or its agents' employees or property that creates taxable connections with a jurisdiction. Nexus data must be maintained only when the Transaction Tax Engine (TTE) calculates taxes using the internal jurisdiction code method and external systems are not used.

Country-specific functions include functions for multilevel taxation that reduce or increase the base amount for tax calculation and functions for taxation with multiple tax types.

© SAP AG CR100 9-24

SAP AG 2004

Tax Calculation Features (2)

Persistent Tax Document

Tax exemption handling

Simulation of tax results

CustomizingNew tool for tax event determinationTime-dependent assignments of determination rulesCustomizing transport requests for tax ratesIntegration into SAP R/3 Accounting tax codes

Interfaces for calling systems such as XML, JAVA, RFC

SRM IntegrationInput taxesNon-deductible taxes

A new feature in SAP CRM 4.0 is the Persistent Tax Document. This document is stored permanently in a system and can be accessed at all times. The Persistent Tax Document comprises all input and output data for a particular Transaction Tax Engine (TTE) tax determination and calculation.

© SAP AG CR100 9-25

SAP AG 2004

Master Data for Tax Calculation in CRM

Tax classification of Business Partner and Products

CustomizingTax Types

Tax Groups- Default Business Partner Tax Groups for Tax Calculation- Default Product Tax Groups for Tax Calculation*

Tax calculation requires classification of business partners and products. The business partner and product tax classification is made by assigning tax groups to the tax types (for example, VAT, sales tax) that must be determined in any given country. The tax groups indicate whether a business partner is liable for or exempted from the respective tax type that is imposed.

In Customizing, the tax type specifies which taxes are determined for each country.

Corresponding tax groups are defined for business partners and products for each tax type. The combination of tax group, the country (or region), and tax type determines the tax condition record.

A default tax group can be defined for business partners and products per country and tax type. When a business partner or a product has not been assigned a tax classification, the default tax group is used.

© SAP AG CR100 9-26

SAP AG 2004

Business Partner – Tax Classification

Assignment of tax types and corresponding tax groups

If the business partner is a person, select Natural Person

Assignment of tax registration numbers and, if applicable, country-specific tax registration numbers

The business partner tax classification is made by assigning tax groups to the tax types (for example, VAT, sales tax) that must be determined in any given country. The tax groups indicate whether a business partner is liable for or exempted from the respective tax type that is imposed. An additional level of tax classification is made by assigning the VAT registration number.

The tax-relevant partner is derived from the partner function Goods/services recipient in the standard. The VAT registration number and tax classification for this business partner is copied to tax determination. If the sold-to party or payer is used for tax determination, in Customizing you assign a rule in a Business Add-In. In Customizing, you also define the corresponding logic for determining the tax-relevant partner.

© SAP AG CR100 9-27

SAP AG 2004

Product Tax Classification

Assignment of tax types and thecorresponding tax groups

The product tax classification is made by assigning tax groups to the tax types that must be determined in any given country. The tax groups indicate whether a product is liable for or exempted from a reduced rate of the respective tax type levied. This assignment can also be made on a regional basis.

© SAP AG CR100 9-28

SAP AG 2004

Customizing: Tax Types and Tax Groups

A prerequisite for business partner and product tax classification is the definition of country-specific tax types and tax groups in Customizing.

The tax type specifies which taxes are determined for each country. The access sequence specifies the order in which condition records are accessed for a country when more than one tax type has been defined for it.

The tax category is a distinct grouping of taxes to which tax types belong such as sales tax, withholding tax or excise tax.

Corresponding tax groups are defined for business partners and products for each tax type. The combination of tax group, the country (or region), and tax type determines the condition record.

A default tax group can be defined for business partners and products per country and tax type. When a business partner or a product has not been assigned a tax classification, the default tax group is used.

© SAP AG CR100 9-29

SAP AG 2004

Result

IPC

Tax Determination via TTE

SAP SRM/CRMSAP SRM/CRM

Transaction Tax Engine

Transaction Tax Engine

Tax DeterminationTax CalculationTax DeterminationTax Calculation

Tax RatesTax Exemptions

Deductibility

Rules Tax Determination

Tax EventTax LocationTax Type(s)Tax Rate(s)

Tax Document

CRM Sales and Service, CRM Billing, Mobile Sales, Internet SalesSRM Order / Invoice Verification

CRM Sales and Service, CRM Billing, Mobile Sales, Internet SalesSRM Order / Invoice Verification

BP Sales Org. / Vendor• Address

• Country or region• Jurisdiction code

• Tax registration numbers

Customer• Address

• Country or region• Jurisdiction code

• Tax Registration Number• Tax Types and Groups

Product• Tax Types and Groups

Transaction• Date• CRM Item Object Type

The Transaction Tax Engine (TTE) is an integral part of the Internet and Pricing Configurator (IPC). The TTE determines and calculates tax based on the condition records and tax exemption licenses. The TTE uses the transferred data to determine the tax event, tax type(s) and the corresponding tax record.

As long as the CRM invoice is being used for billing, CRM business processes must use the Transaction Tax Engine (TTE) for tax determination. For CRM Billing the TTE issues a tax document.

SRM business processes can use the TTE for tax determination.

© SAP AG CR100 9-30

SAP AG 2004

Pricing: Unit Summary

You are now able to:Explain the functions of the Internet Pricing and Configurator (IPC)

Describe the pricing functionality in SAP CRM

Explain how tax determination and tax maintenance work in SAP CRM

© SAP AG CR100 9-31

Exercises

Unit: Pricing in mySAP CRM Topic: Pricing Customizing

At the conclusion of this exercise, you will be able to:

• Analyze and maintain the parameters in Customizing for pricing

The pricing application depends on the proper customizing. You will practice using the analysis tools available in mySAP CRM to study the pricing process and explain influence of it.

1-1 Explain why the Internet Pricing and Configurator is necessary for CRM.

________________________________________________________

________________________________________________________

________________________________________________________

________________________________________________________

________________________________________________________

________________________________________________________

________________________________________________________

1-2 Create a sales transaction and check the pricing settings in CRM Enterprise.

1-2-1 Create a sales transaction. Enter Telesales Order as the transaction type, ##Megastore in the Account (Business Partner) field, HT-1010 as the product, and 10 pieces as the quantity.

1-2-2 Where can you see which pricing procedure was determined?

__________________________________________________

__________________________________________________

__________________________________________________

© SAP AG CR100 9-32

1-2-3 What pricing procedure was determined?

__________________________________________________

__________________________________________________

__________________________________________________ 1-2-4 Where can you find the pricing procedure analysis? What is it used for?

__________________________________________________

__________________________________________________

__________________________________________________ 1-2-5 What customer pricing procedure is assigned to business partner ##Megastore?

Customer Pricing Procedure _________________________________

Description _________________________________

Can this be changed in the transaction?

__________________________________________________ 1-2-6 What Document Pricing Procedure is assigned to the telesales transaction

type?

Transaction Pricing Procedure _________________________________

Description _________________________________

1-2-7 What parameters are used to determine the pricing procedure?

1-3 Comprehension questions on pricing procedures.

1-3-1 Describe a pricing procedure.

__________________________________________________

__________________________________________________

__________________________________________________ 1-3-2 How are the requirements considered in CRM pricing?

__________________________________________________

__________________________________________________ 1-3-3 How can it be maintained?

__________________________________________________

__________________________________________________ 1-3-4 What requirement is assigned to the condition type 0PR0 in the pricing

procedure 0CRM01?

__________________________________________________

__________________________________________________

© SAP AG CR100 9-33

Solutions

Unit: Pricing in mySAP CRM Topic: Pricing Customizing

1-1 Explain why the Internet Pricing and Configurator is necessary for CRM.

CRM Enterprise uses the Internet Pricing and Configurator (IPC) to calculate pricing of configurable products (product modeling environment), and calculate taxes. The IPC consists of the SCE (Sales Configuration Engine), SPE (Sales Pricing Engine), and the TTE (Transaction Tax Engine). The IPC is required for all key capabilities. The IPC uses the CRM Enterprise database and the configuration for the IPC is maintained in CRM Enterprise. The IPC is connected to CRM Enterprise through a remote function call (RFC). The data loader is required only if the IPC is a standalone product.

1-2 Create a sales transaction and check the pricing settings in CRM Enterprise.

1-2-1 Create a sales transaction. Enter Telesales Order as the transaction type, ##Megastore in the Account (Business Partner) field, HT-1010 as the product, and 10 pieces as the quantity.

SAP Menu → Sales → Maintain Sales Transactions

People-Centric CRM: Sales → Orders

Enter the following data:

Field Name or Data Type Values

Transaction type Telesales Order

Account (Business Partner): ##Megastore

Product: HT-1010

Quantity 10 pieces

1-2-2 Where can you see which pricing procedure was determined?

In CRM Enterprise on the header, on the Pricing tab. Price Information section and statistics. Pricing procedure RVCXUS was determined. You can also see the pricing procedure in the condition analysis.

1-2-3 What pricing procedure was determined?

RVCXUS

© SAP AG CR100 9-34

1-2-4 Where can you find the pricing procedure analysis? What is it used for?

CRM Enterprise: at the item level on the Conditions tab. Choose the button for accesses. You must maintain the user parameter in your user ID. User parameter PRC_TRACE with value X is used to see the pricing procedure.

1-2-5 What customer pricing procedure is assigned to business partner ##Megastore?

Master Data → Business Partner → Maintain Business Partner

Find business partner ##Megastore. Display it in Sold-to Party role.

Choose Sales area data. This data is displayed: US Sales & Service (Sales Organization), Internet Sales (30 = Distribution Channel). This is displayed on the Billing tab.

Customer pricing procedure Standard (1).

Can this be changed in the transaction?

No. The customer pricing procedure cannot be changed in the document; it can be changed only in the Business Partner Master Record.

1-2-6 What document pricing procedure is assigned to the telesales transaction type?

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Select your transaction type TA.

Choose Assignment of Business Transaction Categories. Select Sales.

Select Customizing header and taka a look at the Pricing Data.

Document Pricing Procedure Standard (A) is used.

1-2-7 What parameters are used to determine the pricing procedure?

Sales Organization, Distribution Channel, Document Pricing Procedure, Customer Pricing procedure (Division is optional)

© SAP AG CR100 9-35

1-3 Comprehension questions on pricing procedures.

1-3-1 Describe a pricing procedure.

A pricing procedure defines which condition types are permitted and in which sequence. It also defines which subtotals are shown on the pricing screen, if a condition type is mandatory, if a condition is statistical, if a condition can be entered manually only, the formulas for calculating prices and which requirements must be met in order for a specific condition type to be considered.

1-3-2 How are the requirements considered in mySAP CRM Pricing?

This influences pricing and must be displayed in the CRM system accordingly. This is done by using the corresponding user exits in the IPC. The numbers of the user exits are assigned in the pricing procedure and in the condition type for the CRM system. The user exits themselves are part of the IPC implementation.

1-3-3 How can it be maintained?

You can find the CRMStandardExits.java.txt file in the lib\userexits file for the IPC installation. Here, you can display how R/3 ABAP routines are depicted in the IPC.

The UserExits.html and UserExitsExamples.html documents are included in the doc\spec directory in the IPC installation.

1-3-4 What requirement is assigned to the condition type 0PR0 in the pricing procedure 0CRM01?

The requirement is 2, item with pricing.

© SAP AG CR100 10-1

SAP AG 2004

Actions: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 10-2

SAP AG 2004

Actions

Overview of Actions

Actions in Detail

Output Determination

© SAP AG CR100 10-3

SAP AG 2004

Actions: Unit Objectives

At the conclusion of this unit, you will be able to:

Explain the processing of actions

Describe how actions are configured

Describe the structure and layout of outputs

Use the action monitor to launch actions

© SAP AG CR100 10-4

SAP AG 2004

Dependent on the method of communication agreed on with your customers, you want to send them order confirmations by either letter, fax or e-mail.In doing this, the outputs to be issued should be automatically determined for the corresponding transactions.Using the print preview, you can see what the layout of the order confirmation looks like.

Actions: Business Scenario

© SAP AG CR100 10-5

SAP AG 2004

Condition:Condition:Action:Action:

Set quotation to be completed

Validity period expired

Create follow-upactivity, e.g., phone call

Two weeks before contract end

Create follow-upcontract Target value reached

Send printed order confirmation

Quotation

Contract

Order Order complete andwithout errors

Examples for Actions

Actions use the Post Processing Framework (PPF), a Basis component, which can be automated with the initiation of outputs, follow-on documents or workflows.

Using the Actions tab page within a business document, you can display a list of actions that can be included in the business transaction.

© SAP AG CR100 10-6

SAP AG 2004

Processing Actions – Process Flow

Start ConditionStart ConditionStart Condition

Action ProfileAction Profile

Action Action

ScheduleConditionScheduleScheduleConditionCondition

ScheduleAutomatically

ScheduleScheduleAutomaticallyAutomatically

Processing Timeimmediatelywhen savingselection report

Processing Timeimmediatelywhen savingselection report

Action List

Toolbar (manually)

F4 (manually)

active

inactive

yes

no

fulfilled

fulfilled

Actions can be freely defined according to the demands of your company’s processesConditions can be time dependent using dates and date rules (date profile)

Transaction Type Item Category

Processing Medium• Smart Form• Workflow• Methods

Processing Medium• Smart Form• Workflow• Methods

An action profile is determined from the corresponding transaction type or item category.

Actions are stored as action definitions within an action profile.

You can control action processing using different settings and parameters:

Action changeable or executable in dialog

Action displayed in toolbar (SAP GUI)

Processing time (when saving the document or via selection report)

Partner dependence

Determination technique

Action merging

Processing types (with entry of the desired form name)

© SAP AG CR100 10-7

SAP AG 2004

Conditions

Start ConditionStart ConditionStart ConditionSchedule ConditionSchedule ConditionSchedule Condition

The schedule condition decides whether an action should be scheduled for processing. An action is therefore generated only if the schedule condition is met.

The start condition is checked before the action is executed. The action is executed only if the start condition is satisfied.

Net value greater than $1,000,000

Contract Contract Cancellation of contract

There are two modes available for defining conditions:

Mouse-oriented PC mode

Direct text entry mode (traditional)

User settings can be made to change between both modes.

When editing conditions, you can use expressions and constants and connect them with operators, for example, Status = 'in process'.

Conditions can be checked for proper syntax and tested.

© SAP AG CR100 10-8

SAP AG 2004

Processing Time

Processing TimeProcessing Time

ImmediatelyImmediately When savingWhen saving Selection reportSelection report

Complaint

Sales Call

Quotation

Subsequent itemCredit Memo

Sales Order

If you select Immediately as the processing time, the action is started as soon as the start condition is fulfilled.

If you select Processing when saving the document, the action is started when the document is saved.

If you select Processing using the Selection Report, the action is started after a selection report is executed if the start condition has been fulfilled.

Actions are displayed in transaction documents that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the document on the Actions tab page of a transaction document. The following information is displayed in the list for each action:

Status (action scheduled, action processed)

Description (purpose of action)

Conditions (settings for action definition and conditions are displayed)

Creator, Creation date

© SAP AG CR100 10-9

SAP AG 2004

Processing Medium

Release procedure for quotation depending on net value

Processing MediumProcessing Processing MediumMedium

Smart FormsSmart Smart FormsForms WorkflowWWorkfloworkflow MethodsMethodsMethods

Sales Order

Sales Call

Quotation Opportunity

Task

E-MailEE--MailMail

SAP Smart Forms must be used to print, e-mail or fax documents such as an order confirmation.

Actions can create an event to start a workflow.

Methods are Business Add-In (BAdI) implementations. You can define your own BAdI implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BAdI.)

Examples for standard methods include the following:

COPY_DOCUMENT (create a follow-up document)

COMPLETE_DOCUMENT (set status completed within document)

CREDIT_MEMO (create credit memo item)

REPAIR_ITEM (create a repair item)

1O_EVENT_CREATE (create a workflow event)

© SAP AG CR100 10-10

SAP AG 2004

Address,Ship-to partyAddress,Ship-to party

Enterprise dataEnterprise data

General dataGeneral data

Order itemsOrder items

Quotation itemQuotation item

Output Layout

Use SAP Smart Forms to design your forms

You can use the graphics tool, SAP Smart Forms, to design the layout of output forms.

SAP delivers several Smart Forms for outputs in SAP CRM:

Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail)

Form CRM_ORDER_LEASING_01 (suitable for faxes, letters, and e-mail)

Form CRM_OPPORTUNITY_01 (suitable for faxes, letters, and e-mail)

SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge, thanks to a completely graphical user interface.

When you request a printout of a form, the application program obtains the relevant data to be used and prints it on the form. Data retrieval and form logic are separated from one another.

SAP Smart Forms replace SAPscript forms (migration from SAPscript forms to Smart Forms is supported).

© SAP AG CR100 10-11

SAP AG 2004

Action Monitor

The action monitor gives you an overview of all planned actions and their statusYou can trigger repeat action processing and display output (preview)

You can use the action monitor to monitor and trigger the processing of actions for several documents.

The action monitor program, RSPPFPROCESS, originates from the Post Processing Framework (PPF). You can use this program to check processing for all actions (for example, output, follow-on documents).

When you use the action monitor, you can obtain an overview of which actions have been issued successfully. The Status column displays whether the action is not yet processed, processed successfully, or processed with errors.

As soon as the processing time Processing by selection report for an action is set in Customizing (for example, an output), you can select the actions with this program and initiate their processing.

It can also make sense to use the action monitor to process actions with the processing time When Saving, for example, if time-dependent conditions have been fulfilled after a certain time without any changes to the document. The program should be executed regularly so that actions are also started in these cases.

© SAP AG CR100 10-12

SAP AG 2004

Workflow versus Actions

Workflow Actions

Workflow settings required

Processes complex scenarios with multiple steps and systems

Triggered by events, actions, Customizing, or programming. Workflow requires a commit work.

No separate planning and start condition

Used with organizational management

Creates work items in Business Workplace

Workflow settings not required

Processes single steps in a single CRM system

Triggered by Basis PPF, which does not require commit work

Flexible planning and start conditions

Used independently of organizational management

Used independently of Business Workplace

Appropriate for date-driven processes

SAP Business Workflow is an SAP Basis component. In the SAP CRM system, SAP Business Workflow definitions and functions can be found under Architecture and Technology → ABAP Workbench → Workflow.

Actions are part of the Post Processing Framework and therefore are Basis functionality. In SAP CRM, actions can be defined in Customizing (Customer Relationship Management → Basic Functions → Actions).

© SAP AG CR100 10-13

SAP AG 2004

Actions: Unit Summary

You are now able to:Explain the processing of actions

Describe how actions are configured

Describe the structure and layout of outputs

Use the action monitor to launch actions

© SAP AG CR100 10-14

© SAP AG CR100 10-15

Exercises

Unit: Actions Topic: Action Definitions

At the conclusion of this exercise, you will be able to:

• Describe how an action of type order confirmation is determined within a sales order

• Create an action profile using a wizard

• Assign an action profile to a transaction type and test it

You would like to print confirmations for sales orders. Because output is triggered through actions, you have to understand how actions are set up and processed.

Also you would like to automatically create follow-up activities. This can also be accomplished with appropriate action definitions.

1-1 Create a telesales order for customer Megastore and view the automatically suggested order confirmations in the system.

1-1-1 Create a Telesales order for customer ##Megastore. The customer places an order for 10 pieces of material HT-1000. Save the transaction.

1-1-2 Go to the actions that were automatically generated for this sales order. Which entry can be found here? What processing status does this action currently have?

1-1-3 Display the print preview of the determined order confirmation.

1-2 Trigger processing of the determined order confirmation via the action monitor.

1-2-1 Go to the action monitor and choose the actions. As parameters, use application CRM_ORDER, action definition ORDER_CONFIRMATION, promotion status 0, and time of processing 1 (= Selection Report).

Process your order confirmation using the action monitor.

1-3 Use Customizing to analyze how automatic determination takes place for the determined order confirmation.

1-3-1 Which action profile is used by transaction type TA (Telesales)?

1-3-2 Analyze this action profile. When is the order confirmation processed?

1-3-3 Which processing types are possible for the order confirmation action?

© SAP AG CR100 10-16

Optional Exercises

1-4 You want to create an action profile for Business Activities that helps you create a follow-up activity once the preceding activity is completed. 1-4-1 Go to the IMG and create an action profile for transactions.

After starting the wizard use the following data: Action Profile: ZACTIONPROFILE_## Description: Action Profile Follow-up Activities ## Date Profile: 000000000001 Object Type: BUS2000126 Choose Continue. Enter ZFOLLOWUP_## as the action definition and Follow-up Activity Sales Call ## as the description Choose Continue. Processing Time: Immediate processing Display in Toolbox: select this Chngbl in Dialog: select this Executable in Dialog: select this Choose Continue twice. Select Method Call. Choose Continue. Use F4 Help on field Method to select method COPY_DOCUMENT. Change the Determine Proc. Parameter (change icon). Create a Container Element (create icon). Element: PROCESS_TYPE Name: Process Type Short Description: Process Type of activity Make a reference to an ABAP Dictionary Object. Structure: CRMD_ORDERADM_H Field: PROCESS_TYPE Assign an initial value 0001 (Sales Call). Choose Confirm and the choose apply entries. Choose Continue. Enter an appropriate text. Choose Continue three times because you don’t want to use conditions in the first step. Complete the wizard.

1-4-2 Assign the action profile to transaction type ZB## (Trade Fair Visit ##).

© SAP AG CR100 10-17

1-5 Test your settings in the Portal or in SAP GUI.

1-5-1 Log on to the Portal.

Go to Activities and create a new business activity of type ZB##.

Enter a business partner, a description and take a look at the Scheduled Actions tab strip.

1-5-2 In SAP GUI create a new Business Activity of type ZB##.

Enter a business partner, a description and take a look at the actions tab strip. Is the action scheduled yet?

__________________________________________________ What can you do to schedule the action?

__________________________________________________

1-6 Now you want to add a schedule condition to your action that creates a follow-up sales call. When and only if the status of the preceding activity is completed, you would like to be able to create a follow-up activity.

1-6-1 Define a schedule condition for your Follow-up Activity Sales Call ## action. Go to the IMG and start condition definition.

Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition.

Expand the container object CRM Bus. Activity.

Using the editor, form an expression User Status = Complete (status profile CRMACTIV).

Transfer the condition and save the condition.

1-6-2 Test your settings.

© SAP AG CR100 10-18

© SAP AG CR100 10-19

Solutions

Unit: Actions Topic: Action definitions

1-1 Create a telesales order for customer Megastore and view the automatically suggested order confirmations in the system.

1-1-1 Create a Telesales order for customer ##Megastore. The customer places an order for 10 pieces of material HT-1000. Save the transaction.

a) Portal:

Sales → Orders → Create → Telesales

Enter the data given in the exercise statement.

Click Print to get a preview.

Go to the Schedule Actions tab strip to execute.

b) SAP GUI:

Sales → Maintain Sales Orders → Transaction → Create (Telesales)

Enter the data given in the exercise statement.

1-1-2 Go to the actions that were automatically generated for this sales order. Which entry can be found here? What processing status does this action currently have?

a) Portal: Click the Scheduled Actions tab. The action is active, but not processed yet.

b) GUI: Click the Actions tab. The action is not processed yet.

1-1-3 Display the print preview of the determined order confirmation.

a) Portal: Choose Print.

b) GUI: On the Actions tab page, select the determined order confirmation and choose the Preview icon.

© SAP AG CR100 10-20

1-2 Trigger processing of the determined order confirmation using the action monitor.

1-2-1 Go to the action monitor and choose the actions. As parameters, use application CRM_ORDER, action definition ORDER_CONFIRMATION, promotion status 0, and time of processing 1.

SAP Menu → Sales → Action Monitor

Choose the actions using the following parameters:

Field Name or Data Type Values

Application: CRM_ORDER

Action Definition: ORDER_CONFIRMATION

Promotion Status: 0

Time of Processing: 1

Select the entry for the transaction you created (using the transaction number in the Key column) and choose Process. When you do this, the status of the action (output) is changed to Successfully Processed.

1-3 Use Customizing to analyze how automatic determination takes place for the determined order confirmation in the first exercise.

1-3-1 Which action profile is used by transaction type TA (Telesales)?

IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Assign Action Profile to Business Transaction Type Choose the transaction type TA. Display details.

The action profile is ORDER_MESSAGES.

1-3-2 Analyze this action profile. When is the order confirmation processed?

IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Change Actions and Conditions → Define Action Profiles and Actions Select the action profile ORDER_MESSAGES. Display details of action definition ORDER_CONFIRMATION.

Processing time is Processing using selection report.

1-3-3 Which processing types are possible for the order confirmation action?

Use the dialog structure to go to the processing types for the action definition ORDER_CONFIRMATION. SMARTFORM Fax, Mail and Print are possible processing types.

© SAP AG CR100 10-21

1-4 You would like to create an action profile for business activities that helps you create a follow-up activity once the preceding activity is completed.

1-4-1 Go to the IMG and create an action profile for transactions.

IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Create Actions with Wizard

Enter the data given in the exercise.

1-4-2 Assign the action profile to transaction type ZB## (Trade Fair Visit ##).

IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Assign Action Profile to Business Transaction Type

1-5 Test your settings in the Portal or in SAP GUI.

1-5-1 Log on to the Portal

Go to Activities.

Choose Create and choose the activity type that you used earlier in this course.

Enter the following data:

Field Name or Data Type Values

Description Test Activity ##

Activity Partner ##Megastore

Choose Enter.

Click the Scheduled Actions tab strip and then choose Add. You should see the action you set up in the exercise before.

1-5-2 SAP GUI

SAP Menu → Activities → Maintain Activities

Create an activity of the type you used earlier in this course.

Enter the following data:

Field Name or Data Type Values

Description Test Activity ##

Activity Partner ##Megastore

Go to the Actions tab strip.

The action is scheduled because you set the schedule automatically in the action profile.

© SAP AG CR100 10-22

1-6 Now you would like to add a schedule condition to your action that creates a follow-up sales call. When and only if the status of the preceding activity is completed, you would like to be able to create a follow-up activity.

1-6-1 Define a schedule condition for your Follow-up Activity Sales Call ## action. Therefore go to the IMG and start condition definition.

IMG: Customer Relationship Management → Basic Functions → Actions → Actions in Transactions → Change Actions and Conditions → Define Conditions In the upper-left corner, double-click your action profile.

Click the Schedule Condition tab.

Choose Edit Condition.

Click on the hyperlink to create the condition.

Open your current container object CRM Bus. Activity.

Double-click User Status.

Click “=” operator.

Use F4 help in the Constant field.

Enter status profile CRMACTIV.

Choose status E0003 Complete and press Enter.

Transfer and save condition.

1-6-2 Test your settings.

Follow the same steps as before.

This time you are only able to schedule the action after the activity has the status Complete.

You can set this status in the details of the activity.

© SAP AG CR100 11-1

SAP AG 2004

Billing: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 11-2

SAP AG 2004

Billing

Billing Process Overview

Billing Customizing

© SAP AG CR100 11-3

SAP AG 2004

Billing: Unit Objectives

At the conclusion of this unit, you will be able to:Explain the mySAP CRM Billing process

List the master data required for mySAP CRM Billing

Make the necessary customizing settings to set up mySAP CRM Billing

© SAP AG CR100 11-4

SAP AG 2004 SAP AG 2000

Billing: Business Scenario

IDES would like to use mySAP CRM Billing for invoicing service transactions and sales orders. You need to become familiar with the general concepts of mySAP CRM Billing, the process details, and the Customizing options.

© SAP AG CR100 11-5

SAP AG 2004

Example of Integration of Billing in Sales Scenario:Quotation and Order Management in mySAP CRM

Create customer

inquiry

74

23

5

1

6

Monitor status of order

Create sales order

Create quotation

Create invoiceCreate delivery and pick,

pack and post goods issue

Analyze sales processes

© SAP AG CR100 11-6

SAP AG 2004

Example of Integration of Billing in Service Scenario:Service Order Management

Make inquiry

7

4

2

3

5

1

8

6

Convert quotation into service order

Accept quotation

Create and communicate

quotation

Execute assignment,

perform confirmation

Create and optimize

assignmentsApprove

confirmation, assign costs

Bill customer,perform analyses

© SAP AG CR100 11-7

SAP AG 2004

System Landscape

SAP R/3

SAPFI/CO

SAPLE

CRM (Sales/Servicedocuments)

CRM Billing

SAP BW

You can bill for the following business transactions directly in mySAP Customer Relationship Management (mySAP CRM)

Sales Orders (with or without reference to delivery)

Release of Sales Contracts

Service Orders, Service Contracts, Service Confirmation, Complaints Processing (credit/debit memo requests)

Using CRM Billing, you can combine a service order item with a sales order item together in an invoice and thereby simplify communication with your customers.

If you simply want to bill CRM sales orders and are currently using SAP Sales and Distribution (SAP SD), you have the option of using either SD Billing or CRM Billing. For billing contracts, service orders or confirmations or complaints, you should principally use CRM Billing.

The R/3 components SAP FI-AR (Accounts Receivable) or FI-CA (Contract Accounting) have to be implemented if you wish to post billing documents in Financial Accounting.

You need SAP BW for statistical reporting of billing documents

© SAP AG CR100 11-8

SAP AG 2004

Output printer, mail, etc.

Transfer SAP FI/CO

Extract SAP BW

OtherAppl.

Connect

Process Overview

Transaction

Delivery

Input Processing Billing

Outputprocessing

ExternalData

BillingDueList

BillingDueList

BillingDocu-ments

BillingDocu-ments

The billing process consists of three major steps:Input processing – loading data into billing due listBilling – creation of billing documentsOutput processing

The process flow for creating and issuing invoices using CRM Billing can be divided into four sub-processes: input processing, billing, cancellation, and output processing.

During input processing, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. From the billing due list, you can process both single and collective billing from billing due list items and also trigger them to run in the background.

During billing, related billing due list items are also grouped together as far as possible from different CRM business transactions and transferred to a joint billing document.

You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting.

Output processing consists of invoice output, the transfer to mySAP Financials, and retrieval for SAP BW. You can choose from different output media (for example, printout, fax or e-mail) for invoice output, although output takes place using SAP Smart Forms. The ledger posting of billing data takes place either in SAP FI-A/R or in SAP FI-CA. CRM Billing provides all relevant billing data for the SAP Business Warehouse for statistical reporting.

© SAP AG CR100 11-9

SAP AG 2004

Input Processing

Output

Transfer SAP FI/CO

Extract SAP BW

ConnectOtherAppl.

Input Processing Billing

OutputProcessing

printer, mail, etc.

BillingDueList

BillingDueList

BillingDocu-ments

BillingDocu-ments

Delivery

ExternalData

Transaction

Create new item or update existing item Customizing settings:

Use pricing or re-calculate pricesPartner and text processing

Determine billing organization

As soon as you have saved a business transaction in which at least one item is relevant to billing, the system transfers the data from this billing request item to the CRM Billing billing due list. The system executes the following steps here as far as saving the billing-relevant data.

CRM Billing uses the data from application Customizing to determine the item category of CRM Billing for the transferred data record. When the system cannot determine an item category (if, for example, the item category determination is not set up completely), the system has to reject the transferred data record because no billing is possible without the item categories.

By starting the appropriate services, CRM Billing completes the transferred items based on the master data available in the system: organizational data (for determination of billing units), partner data (for transferral of business partners and execution of partner check), pricing conditions (for transferral and determination of pricing conditions), and text data (for transferral of texts).

Here the system subjects the transferred items to a processing check, which, in the following cases, results in the rejection of transferred items:

The partner check (based on the settings for the partner determination procedure of the item category) ascertains whether any mandatory partners are missing or incomplete.

Pricing ascertains whether data needed to create a pricing document (particularly document currency and reference currency) is missing.

CRM Billing saves all successfully processed and completed data as billing due items.

© SAP AG CR100 11-10

SAP AG 2004

Billing Process

Delivery

Output

Transfer SAP FI/CO

Extract SAPBW

ConnectOtherAppl.

Input Processing Billing

OutputProcessing

ExternalData

Transactionprinter,

mail, etc.

BillingDueList

BillingDueList

BillingDocu-ments

BillingDocu-ments

Online or batch creation of bills (based on flexible selection parameters)Start pricing, partner and text processing depending on CustomizingGrouping of billing due items into billing documents depends on billing document header data and can be influenced by copying requirementsGrouping can be suppressed by choosing Single billing

As a sub process of billing, CRM Billing transfers billing due list items to billing document items and assigns these to the billing document headers. Therefore, billing documents (for example invoices, credit and debit memos) are created from items which come from a wide range of CRM Business Transactions.

Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billing document type, billing date, and terms of payment. You can use the Billing Engine Framework metadata to add further fields as splitting criteria. Branch to this in Customizing for CRM Billing and choose SAP Implementation Guide → Customer Relationship Management → Billing → System Enhancements → Call Up BE Navigator. You can also influence the splitting criteria via the copying requirements. For this, choose SAP Implementation Guide → Customer Relationship Management → Billing → Define Copying Requirements

Delivery-related Billing:

In SAP CRM: Billing-relevance Delivery-Related CRM-Billing (F) for the item category

In SAP R/3: Billing-relevance Delivery-related invoices for CRM (Q)

SAP note 504730 describes the Subscription for document flow of delivery in R/3.

In the case of delivery-related CRM Billing, the billing status is changed in R/3 Delivery and the CRM billing document is updated in the SD document flow

© SAP AG CR100 11-11

SAP AG 2004

Output

Transfer SAP FI/CO

Extract SAPBW

ConnectOtherAppl.

Input Processing Billing

OutputProcessing

printer, mail, etc.

BillingDueList

BillingDueList

BillingDocu-ments

BillingDocu-ments

Output Processing

Is automatically triggered when saving the billing documentTransfer to mySAP Financials can be postponedTransfer to SAP BW can be deactivated Flexible output processing via actionsCreation of XML (XIF adapter) is optional

Delivery

ExternalData

Transaction

Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data and is split into the following processes:

Output of invoicing documents through different output media (for example, printer, fax, e-mail or external output management systems)

Transfer of billing data to a range of SAP R/3 accounting applications

Provision for the SAP Business Information Warehouse (SAP BW)

Connection of any non-SAP applications to the external interface of CRM Billing – You can find more information about connection under Interfaces for connecting to external systems.

CRM Billing enables invoice output through the following output media: Printer, Fax, E-mail, Optical Archiving, External printing channels (Pickup through CRM Billing XML Interface).

The SmartForm processes the invoice in the layout you require. The formation of a specific invoice depends on the billing type (for example invoices, credit or debit memos as well as cancellation documents) of the corresponding action. You can tailor the invoice forms in Customizing for CRM Billing to company and branch specific requirements using the corresponding settings.

© SAP AG CR100 11-12

SAP AG 2004

CRM Billing: Native Customizing

CRM Billing native customizingBilling unitNumber rangesBilling typesItem categoriesItem category determination

To be able to completely use CRM Billing, you must maintain all activities that are in the Implementation Guide under the Billing node. For this, in IMG choose (SPRO) → CRM → Billing.

Under Billing, you should make the following settings in any case: Define the services used in CRM Billing, including in particular price determination and partner processing

Define the number ranges for unique number assignment Define the billing unit in the organizational plan of CRM and define the billing types Define item categories for CRM Billing and define item category determination Define the interface to financial accounting (if necessary)

Under Number Ranges, you should make the following settings for number ranges in Billing: Define Number Range for Billing Documents: Here you define new or existing number range intervals for billing documents.

Define Number Range for Collective Runs: Here you reset and transport number range intervals for collective processing runs.

Under Item Categories, you define the item categories for CRM Billing. The item category determines the properties and characteristics of billing due list items and billing items (normal service items, and credit/debit memo items, for example).The item category attributes determine how the system behaves during input processing and billing.

© SAP AG CR100 11-13

SAP AG 2004

Service-related CustomizingPartner processingText processingPricingPost Processing Framework

Integration-related CustomizingCross-System assignment of organizational unitsmySAP FinancialsCRM item category invoicerelevancy

CRM Billing: Service-related Customizing

Under Billing Types, you define billing types for CRM Billing. A billing type specifies the characteristics and properties of a billing document (an invoice, credit memo or debit memo, for example). The billing type attributes determine how the system behaves during billing.

Under Item Category Determination, you make settings for item category determination in CRM Billing. Item Category Determination is used to define the item category for CRM Billing from data on CRM business transactions. There are two possible ways of doing this:

In the activity Assign Item Category, you can assign the item category for CRM Billing to a specific combination of transaction type (process type of source application) and an item category of the relevant CRM business transaction.

If the standard setting shown in the figure is not sufficient for your business scenario, you can use Advanced Item Category Determination to determine the item category for CRM Billing more flexibly.

Under Service-related Customizing, you make settings for the services used by CRM Billing: pricing, partner processing, text processing, and action processing. You make Customizing settings for the first three of these services under Customer Relationship Management → Basic Functions. You can define the settings for actions in CRM Billing directly in Customer Relationship Management → Billing.

Under Integration-related Customizing, you make settings for integrating Billing with accounting applications. Settings regarding document types, accounts and tax codes for accounting documents are made here.

© SAP AG CR100 11-14

SAP AG 2004

Related Customizing in CRM transactions

Transactions → Item CategoriesRelevance for Billing

CRM Billing: Related Customizing in CRM Transactions

In CRM Business Transaction Customizing, you must specify the billing relevance of the item categories (for example, Service Contract Item, Credit memo, Debit memo) to the Business Transaction categories (for example, Sales, Sales Contract, Service, Service Contract) assigned to them. Here the following settings are possible:

Not relevant for billing: The transaction is not relevant for billing (example: item for a free-of-charge delivery or quotation).

Relevant for external billing: Billing is controlled in the SAP R/3 system or another external system.

Relevant for transaction-related billing after release of the contract: In the SAP CRM system, CRM Billing is started for a transaction for billing the order quantity if the transaction (as a rule, a contract) is released.

Relevant for transaction-related billing according to delivery quantity: In the SAP CRM system, CRM Billing is started for a transaction for billing the cumulated delivery quantity (the delivery in the SAP R/3 system returns the delivery quantity to the CRM transaction). Caution: In this case, you should make sure that the corresponding item category in the SAP R/3 system is set to not relevant for billing.

Relevant for transaction-related billing: In the SAP CRM system, CRM Billing is started for a transaction for billing the order quantity.

© SAP AG CR100 11-15

SAP AG 2004

Billing Documents – People-Centric User Interface

The billing clerk (Portal role com.sap.pct.crm.BillingClerk) moderates the entire procedure for billing document processing, that is, the processing of invoices, credit memos, debit memos and cancellation documents. He is responsible for insuring that the invoices are correct and complete.

The billing clerk carries out the following tasks:

Entering and processing of invoices, credit memos and debit memos (online and in background processing)

Invoice verification

Creation of invoice lists, lists for credit memos and rebate agreements

Creation of lists for sales orders blocked for billing

Release of sales orders blocked for billing

Settlement of rebate agreements

© SAP AG CR100 11-16

SAP AG 2004

Billing: Unit Summary

You are now able to:Explain the mySAP CRM Billing process

List the master data required for mySAP CRM Billing

Make the necessary customizing settings to set up mySAP CRM Billing

© SAP AG CR100 11-17

Exercises

Unit: CRM Billing Topic: Using the Billing Engine

At the conclusion of this exercise, you will be able to:

• Work with the billing due list and create individual billing documents

• Check the necessary customizing settings to set up CRM Billing

PC Company would like to make use of CRM Billing for invoicing sales orders. You want to create invoices for your sales transactions that have been delivered.

1-1 Check if a billing organizational unit Sales US exists as a business partner role and if it is assigned to the organizational unit US Sales + Service (O 5000609).

Billing unit no.:______________________________________________

1-2 Check the type of billing for item category ZSAL (which is determined for transaction type ZSAL Sales Process).

Billing type (relevant for billing):_______________________________

___________________________________________________________

1-3 What document pricing procedure is used for transaction type ZSAL Sales Process?

Document pricing procedure:____________________________________

1-4 What pricing procedure is determined for the combination of US Sales + Service, channel 30 and the document pricing procedure that is assigned to transaction type ZSAL?

Resulting pricing procedure:_____________________________________

1-5 Check out which item category for billing is assigned to your source process category LF (Delivery) in SAP R/3 and source item category ZSAL.

____________________________________________________________

© SAP AG CR100 11-18

1-6 Check some settings for item category ZDEL.

Used billing type: ___________________________________________

Billing block: ______________________________________________

Pricing type for billing due list: ________________________________

Pricing type for billing document: ______________________________

1-7 Check whether the billing type F2 Invoice has the following entries:

Number Range Interval 01

Cancel. No.Range Intvl. 01

Item Increment 10

Partner DP in Header Billing Document

Header Text DP

Action Profile Standard CRM

Pricing Procedure Standard CRM

Do Not Transfer Should not be selected

Relevant to Stat. Selected

1-8 Create a new order ZSAL Sales Process with your customer ##Turner and product HT-1000 (1 piece).

Save your order.

Order no.: __________________________________________________

1-8-1 Check whether your created order has been transferred to SAP R/3.

1-8-2 Go to the SAP R/3 system and deliver your order.

1-8-3 Can you find an entry for your process in the billing due list after carrying out the delivery? If not, why?

______________________________________________________

1-8-4 Check the document flow and item status for your order in CRM.

1-8-5 Carry out picking and posting of goods issue in the SAP R/3 system for your process.

1-8-6 Open the billing due list billing again and check again if you can find your process within this list.

1-8-7 Create a billing document for your sales process.

1-8-8 Will the invoice be transferred to SAP R/3 (FI)?

______________________________________________________

© SAP AG CR100 11-19

Solutions

Unit: CRM Billing Topic: Using the Billing Engine Application

1-1 Check if a billing organizational unit Sales US exists as Business Partner role and if it is assigned to the organizational unit US Sales + Service (O 5000609).

Billing unit no.: 33

CRM: SAP Easy Access Menu → Master Data → Business Partner → Maintain Business Partner Search for the business partner Sales US (use Search term 1) in the Billing Org. Unit role.

SAP Menu → Architecture and Technology → Configuration → Customizing

Button SAP Reference IMG

Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Billing Units to Sales Organizations Find out that billing unit 33 (Sales US) is assigned to the sales organization Sales US.

1-2 Check the type of billing for item category ZSAL (which is determined for transaction type ZSAL, Sales Process).

IMG → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Select item category ZSAL and double-click Assignment of Business Transaction Categories. Select BUS2000115 Sales and double-click Customizing Item. This sets the Relev.for bill. field to F Delivery-Related CRM Billing.

1-3 Which document pricing procedure is used for transaction type ZSAL, Sales Process?

IMG: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Assign Document Pricing Procedure to Transaction Select transaction type ZSAL and double-click Assignment of Business Transaction Categories. Select BUS2000115 Sales and double-click Customizing header.

This assigns document pricing procedure 9, CRM Billing, to transaction type ZSAL.

© SAP AG CR100 11-20

1-4 Which pricing procedure is determined for the combination of US Sales + Service, channel 30 and the document pricing procedure that is assigned to transaction type ZSAL?

IMG: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures There should be a line with O 50000609 as sales organization, distribution channel 30, document pricing procedure 9, and the resulting procedure 0CRM01.

1-5 Check out which item category for billing is assigned to your source process category LF (Delivery) in SAP R/3 and source item category ZSAL.

IMG: SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories

Choose CRMB.

There should be a line with source process category LF, source item category ZSAL, and the determined item category ZDEL.

1-6 Check some settings for item category ZDEL.

IMG: SAP Implementation Guide → Customer Relationship Management → Billing → Define Item Categories

Choose CRMB.

Select item category ZDEL and go to the detail screen, which should show the following:

Field Name or Data Type Values

Billing Type Invoice (F2)

Billing Block not selected

Pricing Type (Billing Due List) D (Copy Pricing Elements Unchanged)

Pricing Type (Billing Document)

G (Copy Pricing Elements Unchanged and Redetermine Taxes

© SAP AG CR100 11-21

1-7 Check whether the billing type F2 Invoice has the following entries:

Field Name or Data Type Values

Number Range Interval 01

Item Increment 10

Partner DP in Header Billing Document

Header Text DP

Action Profile Standard CRM

Pricing Procedure Standard CRM

Do Not Transfer not selected

Relevant to Stat. selected

Cancel. No. Range Intvl. 01

IMG: SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Types

Select F2 Invoice and choose Details.

1-8 Create a new order ZSAL Sales Process with your customer ##Turner and product HT-1000 (1 piece). Save your order.

CRM: SAP Easy Access Menu → Sales → Maintain Sales Orders

Choose Create Transaction and choose Sales → Sales Process. Enter the data for the order given in the statement and save the order.

1-8-1 Check whether your created order was transferred to SAP R/3.

Open the order you just created and go to the Status tab. You should see the distribution status C Successfully distributed.

1-8-2 Go to the SAP R/3 system and deliver your order.

R/3 system: SAP Easy Access Menu → Logistics → Sales and Distribution → Sales → Order → Display

Enter the order number of order you just created and choose Sales Document → Deliver. Save the delivery and note the delivery number.

1-8-3 Can you find an entry for your process in the billing due list after carrying out the delivery? If not, why?

CRM: SAP Easy Access Menu → Sales → Billing → Maintain Billing Due List

Choose Display Billing Due List.

There is no entry for your process because goods issue has not been posted yet.

© SAP AG CR100 11-22

1-8-4 Check the document flow and item status for your order in CRM.

CRM: SAP Easy Access Menu → Sales → Maintain Sales Orders

Open your order and go to the document flow. Beside the replicated document (sales order in SAP R/3), you will find an entry for document type LIKP (which is the delivery document).

Go to the Status tab on item level. Within the system status, you will find completed, for billing and delivered.

1-8-5 Carry out picking and posting goods issue in the SAP R/3 system for your process.

SAP R/3 system: SAP Easy Access Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Change → Single Document

Enter your outbound delivery number, confirm your entry by choosing Enter and choose Subsequent Functions → Create Transfer Order.

Enter Background in the Foreground/Backgrnd field. In the Adopt pick. quantity field, select parameter 2 (to book goods issue immediately).

1-8-6 Open the billing due list billing again and check again if you can find your process within this list.

CRM: SAP Easy Access Menu → Billing → Maintain Billing Due List

Now there will be an entry with your delivery number.

1-8-7 Create a billing document for your sales process.

In the Billing Due List, select your entry and choose Individual Billing. Save the invoice.

1-8-8 Will the invoice be transferred to SAP R/3 (FI)?

Yes, because the Do not Transfer option is not selected in billing type F2.

CRM: SAP Easy Access Menu → Billing → Maintain Billing Documents

Go to the created billing document and choose Display Document flow. Within the document flow, you can go to the created Accounting documents.

© SAP AG CR100 12-1

SAP AG 2004

CRM Middleware: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 12-2

SAP AG 2004

CRM Middleware

CRM Middleware Overview

Administration and Technical Background

Data Loading and Monitoring

© SAP AG CR100 12-3

SAP AG 2004

CRM Middleware

CRM MiddlewareCRM MiddlewareCRM Middleware Overview

Administration and Technical Background

Data Loading and Monitoring

© SAP AG CR100 12-4

SAP AG 2004

CRM Middleware: Unit Objectives

At the conclusion of this unit, you will be able to:Describe the main tasks of the CRM Middleware

Perform the data exchange between mySAP CRM and SAP R/3 Enterprise

Set up the CRM Middleware administration and monitor the data loads

© SAP AG CR100 12-5

SAP AG 2004

Mobile Clients

InternetAs

logical box

SAP R/3

SAPBW

SAPEnterprise

Portal

SD

Telephony, e-mail

CRM System

mySAP CRM Architectural Concept

Handheld devices

SAP APO

mySAP CRM contains all CRM functions and incorporates not only CRM components but also the SAP Business Information Warehouse (SAP BW), the SAP Advanced Planner and Optimizer (SAP APO) and SAP R/3.

mySAP Customer Relationship Management (CRM), which is part of the mySAP Business Suite, includes a central CRM server, which provides access to the system via various channels, and connection to other systems. It supports the following capabilities: Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to contact sales or service representatives.

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

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

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

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

© SAP AG CR100 12-6

SAP AG 2004

Technical Integration via CRM Middleware

CRM MiddlewareProvides seamless back-end integration

Provides groupware integration

Synchronizes Mobile Client

Is an integral part of the CRM Server

RequiresNo extra softwareNo extra installationNo extra server

CRM Middleware

The CRM enterprise with the CRM middleware and CRM applications is at the core of the SAP CRM system landscape. It takes advantage of all the benefits of the SAP Web Application Server, including load balancing, high availability, integration, and security. The CRM server can run as a stand-alone solution or with various back-end systems. If SAP R/3 is the back-end system, only a plug-in is needed to handle data exchange with the SAP CRM server. CRM middleware handles data exchange with third-party systems.

mySAP CRM supports thin clients for user access. All relevant functions are accessible in a standard browser, without additional software installation on the client side. You can also use SAP GUI for Windows.

mySAP CRM supports two types of mobile scenarios: laptop computers and handheld devices. Laptops employ the solutions for mobile sales and mobile service, which are synchronized via the CRM middleware with the SAP CRM server applications. Handheld solutions can be accessed in online or offline mode.

mySAP CRM is integrated with various other SAP solutions. For example, SAP Business Information Warehouse increases the value of each CRM installation with reporting and data warehousing tools for analytical CRM. Efficient marketing planning and accurate ROI calculations are great advantages. It is also integrated with the SAP Advanced Planner and Optimizer (SAP APO), which allows service to the customer along the whole supply chain. Quick available-to-promise (ATP) checks for configurable and non-configurable products, production on demand, and delivery in time help satisfy customer needs.

The exchange of information between SAP CRM and other components, such as SAP BW and ERP back-end systems, occurs over the CRM middleware.

© SAP AG CR100 12-7

SAP AG 2004

CRM Middleware Landscape

SAP BW

SAP R/3 Back-EndMobile Clients

Non SAP R/3 Back-End

CRM Server

As one big logical boxAs one big logical box

CommunicationStation

The CRM Server contains the CRM middleware, which handles the data exchange with internal applications and external major components, such as an SAP R/3 systems used as the back-end, an SAP Business Information Warehouse or non-SAP systems. The CRM middleware also synchronizes the databases of mobile clients with the CRM database. The CRM Server is built on the SAP Web Application Server (formerly known as the SAP R/3 Basis).

Mobile clients are usually laptop computers 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 Server for data exchange. They may also be permanently connected to the server. The mobile clients are connected to the CRM Server via the communication station.

The SAP R/3 Back-End is a standard SAP R/3 back-end with an R/3 Plug-In for data exchange with the CRM Server.

SAP BW, the SAP Business Information Warehouse, is the SAP data warehouse solution.

The CRM middleware can exchange messages with non-SAP ERP systems via standard interfaces, for example, XML – SOAP.

The solid lines indicate permanent network connections; the dotted lines indicate temporary (for example, modem) connections. External systems may also be linked with each other as depicted here between an SAP R/3 back-end and an SAP BW system, or with additional systems.

© SAP AG CR100 12-8

SAP AG 2004

Mobile Clients

CommunicationStation

Business data

Business data /Solution Workbooks

Customizing data,business data

System Landscape: Data Flow Overview

Other Systems

Customizingdata,

Business data

CRM Server

BW

SAP R/3 System

The data exchange in a CRM system landscape can include the following:

The initial load of customizing data and business data, such as customer and product information, from an SAP R/3 system to a CRM system or other systems.

The load of changed customizing data or business data (synchronization load and delta load, respectively) to the CRM Server.

Customizing and business data may be distributed further to the mobile clients, which in turn synchronize sales or service orders, activities or contacts with the CRM Server.

CRM business data is extracted to an SAP BW system. The BW analyses in the form of Solution Workbooks are exchanged with mobile clients.

© SAP AG CR100 12-9

SAP AG 2004

CRM Server Architecture

CRM Server

SAP Web Application Server CRM Database

CRM Middleware(main part)

CRM Server Applications• Interaction Center• Internet Sales• Marketing Planning and Campaign

Management

Business Objects• Product• Business Partner • Business Transaction

CRM Adapter CRM Adapter (Validation(Validation

Service)Service)

BWBW AdapterAdapter

XIF AdapterXIF Adapter(XML(XML // IDocIDoc))

ASCII AdapterASCII Adapter

R/3 AdapterR/3 Adapter

Mobile Client Mobile Client AdapterAdapter

Groupware AdapterGroupware Adapter

The data exchange between the CRM Middleware and external systems is performed via adapters. The adapters map and convert data between various formats.

The CRM system supports the handling of CRM business objects, such as customers and prospects, activities and opportunities, products and product catalogs, in several CRM functional areas such as Internet Sales, Service Interaction Center, Telesales, and Campaign Management. The CRM Server applications exchange data with the CRM middleware via the CRM Adapter.

The SAP Web Application Server is the successor of the SAP Basis system.

Business Document (BDoc) messages are used for data exchange and data processing within a CRM system environment (business documents process and transport business objects as one unit). Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used for messaging between major components such as SAP R/3 and SAP CRM.

© SAP AG CR100 12-10

SAP AG 2004

Customizing

Pricing Conditions

Customizing

Pricing Conditions

Back-End Integration – Supported Objects

R/3

CRM

Business Partners

Products

Sales Orders

Quotations

Business Agreements

Business Partners

Products

Sales Orders

Quotations

Business Agreements

Accounting Documents

Billing Status

Accounting Documents

Billing Status

Load objects can be exchanged between a source system and a target system, for example, between an SAP R/3 system and the CRM Server. Examples are business partner master data, orders, and product master data. Load objects are stored in the SMOFOBJECT table. Load objects are grouped as follows:

Business objects

Customizing objects

Condition objects

What objects are loaded to what target systems depends on the business process and has been defined for each application. Generally, initial loads and delta loads can be performed from SAP R/3 to CRM and vice versa (and CRM to CDB in case of a mobile scenario). However, conditions will be loaded only from SAP R/3 to CRM. Sales orders will usually be loaded from CRM to SAP R/3 for further execution.

© SAP AG CR100 12-11

SAP AG 2004

Delta Load controlledby Administration Console

Data Exchange Between an R/3 Back-End and CRM

SAP CRM SAP R/3

Initial Load and Delta Load controlled byObject Management

Load objects can be exchanged between a source system and a target system, for example, between an SAP R/3 back-end and the CRM Server. Examples are business partner master data, orders and product master data. The load objects are stored in the SMOFOBJECT table. They are grouped as follows:

Business objects

Customizing objects

Condition objects

Which objects are loaded to which target systems depends on the business process and must be defined for each application. Generally, initial loads and delta loads can be performed from SAP R/3 to CRM and vice versa (and CRM to CDB in case of a mobile scenario). Examples:

Conditions will be loaded only from the SAP R/3 back-end to the CRM Server.

Sales orders will usually be loaded from CRM to SAP R/3 for further execution. There is no initial load, only a delta load.

The delta load from the CRM Server to the SAP R/3 back-end is maintained by assigning SAP R/3 sites to subscriptions.

© SAP AG CR100 12-12

SAP AG 2004

Data Consistency

CRM R/3

Solution ManagerCustomizing Scout and Distribution

Data Integrity ManagerSynchronization of transactional data

RequestsFor data with no delta load capability

SolutionManager

In certain cases, you need tools to correct data inconsistency.

Solution Manager: more information on the next slide.

Data Integrity Manager: more information on one of the next slides

Requests: If you already know where the inconsistencies are you can use a request. The request loads selected data (business, customizing data and conditions) from an R/3 Back-End to the CRM Database or vice versa. Note that the Request of objects from the CRM Database to an R/3 Back-End is not supported for all objects. The transactions to define and start a request are R3AR2 and R3AR4, respectively

© SAP AG CR100 12-13

SAP AG 2004

Customizing Scout and Customizing Distribution: Landscape

SAP R/3SAP

Solution Manager

mySAPmySAP CRMCRM

Customizing Scout and Distribution

Customizing objects to be synchronized

Customizing objects to be synchronized

Predefined list of all synchronizing objectsfor all releases

Sourcesettings

Targetsettings

DB

DB

All SAP R/3 releases (3.1I and later) are supported in official maintenance.

There are predefined mappings of customizing tables between SAP R/3 and SAP CRM, including prices and conditions.

Detailed monitoring of customizing differences between SAP CRM and SAP R/3 is possible.

Initial load of customizing from SAP R/3 to SAP CRM and vice versa is possible.

Bidirectional delta customizing distribution of related customizing from SAP R/3 to SAP CRM and vice versa is possible.

Synchronization objects can be grouped flexibly.

Middleware load can be reduced by optimizing customizing download for new installations instead of using CRM middleware.

No direct transports of changed customizing across productive systems with CRM middleware required

© SAP AG CR100 12-14

SAP AG 2004

Cross-component data integrity

Functions at a glanceFramework for comparing and re-synchronizing databases

Comparison of business objectsAt object instance level

At field level

Synchronization of business objectsLoading of missing objects

Synchronization of object details

Enhanced – Data Integrity Manager

CRM Server

Re-synchronize

SAP R/3 Back End

CompareNon-SAP SystemNot standard,enhanceable

With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objects across components within the SAP CRM system landscape.

An SAP CRM system landscape usually consists of more than one database. Every SAP CRM system has a CRM database. In most cases data exchange with one or more SAP R/3 back-end systems is necessary. A consolidated database is the basis for data exchange with mobile clients. It is very important to keep the objects in the different databases or datasets synchronized.

The Data Integrity Manager compares data in different components and displays inconsistencies. The data comparisons are always carried out for the CRM database and an R/3 back-end database, and the CRM database and the consolidated database.

For many objects, it is also possible to synchronize the data via the Data Integrity Manager.

There are two compare types available in the Data Integrity Manager: header compare and detail compare.

A header compare checks if an object instance exists in both databases.

A detail compare compares all data of an object instance found in both databases.

Some objects may not allow a header compare. The detail compare is then carried out.

© SAP AG CR100 12-15

SAP AG 2004

CRM Middleware administrationUser and site management

Replication model

Data realignment

Data extracts

MonitoringData exchange

System

Administration and Monitoring

The replication administration and the BDoc modeling are performed on the CRM Server.

Monitoring tools on the CRM Server, the Communication Station, the mobile clients and involved other systems (for example, an SAP R/3 system) enable you to take action by viewing and analyzing the following:

The load object status

The BDoc status

The inbound and outbound queues

The connections (connection check, tRFC monitoring)

The system performance (system monitoring and CRM middleware monitoring)

© SAP AG CR100 12-16

SAP AG 2004

CRM Middleware

CRM MiddlewareCRM MiddlewareCRM Middleware Overview

Administration andTechnical Background

Data Load and Monitoring

© SAP AG CR100 12-17

SAP AG 2004

Middleware Broker

Middleware BrokerMobile Clients

Exchange customer: Smith

KNA1 ADRC KNVV...

BDoc “Smith”

Idea: process or transport business objects as one unit

Business Documents (BDocs) – Motivation

Mobile Clients

The motivation for using Business Documents (BDocs) as a data container for processing business objects that logically belong together (for example, all data about one order or one partner and so on) and for transporting them as one unit is that this avoids having to process or transport several individual table entries.

BDoc messages are used for data processing within the CRM system and for data replication toward Mobile Clients.

BDoc types are defined and managed in the BDoc Repository with the the BDoc Modeler.

© SAP AG CR100 12-18

SAP AG 2004

Customer BDoc “Smith”: TASK = “update”Fields: CITY1 = “New York”, STREET = “1 Broadway”

also: “insert” or “delete”

(contains only modified fields)

Distinction:BDoc type (structure)

BDoc message

BDoc ClassesMessaging BDocsSynchronization BDocs(only for mobile)

What are BDocs?

mBDoc

SBDoc

KNVV

ADRC

KNA1

When talking about BDocs, a distinctions must be made between BDoc type, the BDoc instance and the BDoc message:

A BDoc type or structure must be defined for each required business object, for example, Contact Person, Sales Order. It contains all the R/3 table entries that make up the corresponding business object.

A BDoc instance is a concrete example of a given BDoc type containing all field values. It does not exist as a BDoc yet but is still to be found in the database.

A BDoc message (or just BDoc) contains modified fields only. These include new fields and deleted fields. The difference between a BDoc message and a BDoc instance is that there is only one BDoc instance for a business object but there can be multiple BDoc messages (with their own IDs) for one BDoc instance. However a BDoc instance is replicated to a mobile client using a BDoc message where all fields are filled.

© SAP AG CR100 12-19

SAP AG 2004

SAP R/3

Mobile Client

BDocOther

systems

BDoc Processing

AdapterData/field restriction

Mapping

Conversion

Key completion

Defaulting

Examples: R/3 Adapter, XIF Adapter, ASCII Adapter

Adapters

Adapters are special services that provide connectivity to external systems in order to exchange BDoc messages between the Middleware Broker and the Mobile Clients, the SAP R/3 system or other systems.

Tasks:

Data/field restriction: Some control segments such as the recipient list are not delivered to the Mobile Client.

Mapping: The R/3 adapter fills up the import fields of R/3 BAPI calls with data coming from a BDoc.

Conversion: Data that is imported from external systems via the XIF or the ASCII adapter is converted into BDoc messages before it is delivered to the BDoc flow.

Key completion: A new sales order is transferred by the R/3 adapter to the SAP R/3 system. The BDoc is retained until there is an answer from the SAP R/3 system. Then the R/3 key is inserted into the existing BDoc and the BDoc is returned to the BDoc flow.

Defaulting: Fields that need to be filled obtain default values.

© SAP AG CR100 12-20

SAP AG 2004

R/3 Adapter

mBDocCRM DB(CRM applications)

SAP R/3 or any other system

R/3 Adapter

Validation

Inbound and Outbound Processing

Queue

Queue

Admin Console

mBDoc

Inbound

Outbound

For data exchange can come into the CRM Server through the appropriate queue. The data is validated through a validation service. The messaging layer uses messaging BDoc types for data exchanges with the CRM Server applications, SAP R/3 back-ends and external systems.

The Administration Console will determine the receivers of the data. The appropriate adaptor services are called and sent to the outbound queue.

The CRM middleware can apply simple intelligent replication to Messaging BDoc types. A messaging BDoc type acts like an envelope: The CRM middleware cannot access the data inside the envelope but can access data on the envelope. Each application uses different address information so that, for example, sales orders can be routed according to the sales organization.

© SAP AG CR100 12-21

SAP AG 2004

Replication Administration – Administration Console

Star-like replication

No hierarchical distribution networks

Replication to sites, not persons

Site D(R/3 Back-End)

Site E (non-R/3 Back-End)

AdministrationConsole

Sites A-C(Mobile Clients)

E

D

A

BC

The replication takes place in a star-like fashion from the CRM Server to the Mobile Clients (sites A, B and C), SAP R/3 back-ends (site D) or non-SAP R/3 back-ends (site E).

There is no hierarchy in this system. That means that data is stored only in the CRM database and in the local databases of the clients; there is no intermediate storage that regulates distribution.

Data is replicated to sites (local databases) and not to individual persons. A replication model defines the rules for how data is distributed. The replication model is created and administered in the Administration Console.

The main tasks performed with the Administration Console are:

Setting up and maintaining the replication, that is, maintaining replication objects, publications and subscriptions

Managing mobile employee (users) and their passwords

Defining sites, the logical representation of data receivers within the CRM Middleware

Assigning employees to sites (site type Mobile Client only)

Defining and administering organizational structures.

To access the Administration Console, choose Architecture and Technology → Middleware → Administration → Administration Console (or use the transaction SMOEAC).

© SAP AG CR100 12-22

SAP AG 2004

Idea:Every receiver is represented by an abstract site

SAP R/3 system

CRM, CDBMobile Client Non-SAPsystem

Replication administration:

Site A Site B Site C Site D

Differentsite types

Site Type Concept

Result:Data replication to different systems can be administered in a uniform way

In an SAP CRM system environment, local components or sites must be connected to the central component permanently or temporarily so that messages can be exchanged. Sites (not users) are the smallest addressable unit in Replication and Realignment. They are identified by a global identifier (GUID).

Each site has a site type. Sites of the same type use the same adapter for exchanging data between the CRM Server and the sites. There is a range of site types available for connecting SAP components.

Sites are created in the Administration Console, a CRM Middleware tool for the administration of the data exchange of sites (local components). An SAP R/3 system is created, for example, as a site using the site type R/3. SAP provides many standard site types: CRM, CDB, R/3, Mobile client, External interface for XML, External interface for Idocs.

You can create your own customer-defined site types in Customizing under SAP Implementation Guide Customer Relationship Management → Middleware and related components → Communication

Setup → Create New Site Types.

© SAP AG CR100 12-23

SAP AG 2004

Subscriptions

Publications

Publication = Grouping of BDocs from an application point of view

Subscription = Assigning receivers to publications and specifying values for criteria fields

BusinessPartner

BusinessPartner

MaterialMaster

MaterialMaster

Publisher-Subscriber Concept

Publications group BDocs for data replication.

Determination of criteria fields by which subscriptions can be taken out (for example, all customers in a particular postcode area)

Grouping of BDoc types to be distributed by distribution type (replication types, for example, bulk, intelligent)

Definition of dependencies (relationships) between different sBDoc types (for example, if customers are transferred by realignment, their contracts will also be transferred)

Contain only one intelligent BDoc type (and all dependent ones) or multiple bulk BDoc types

Subscriptions are assignments of sites to publications, specifying criteria values if necessary. The sites are thus recognizable as receivers of replicated data. The creation of subscriptions triggers the actual distribution of data to the sites.

Assignment of sites to publications (receiver determination)

Determination of values for distribution criteria (for example, all customers in postal code area 6)

Predefined publications are delivered by SAP as branch templates. Subscriptions are individual and must be determined by customers.

Publications and subscriptions are defined and maintained with the Administration Console.

© SAP AG CR100 12-24

SAP AG 2004

Create SiteAttributes

Save

Assign the site to a subsription

21

3

4

Creating Sites

Creation of objects: Some objects are created directly in the application (employees, sites, organizational units). A wizard can be used to create other objects (publications, subscriptions, replication objects). After selecting the object type, you can create an object in Change mode. In the same transaction, you can assign that object to others that already exist.

Creating or changing these administration objects requires special user rights:

Role SAP_CRM_MWAC_ADMINISTRATOR for employees, sites, organizational units and subscriptions

Role SAP_CRM_MWAC_CUSTOMIZER for replication objects and publications

When you create a new site, you must provide the site details such as the following:

A site name and a site description

A site type – R/3, Mobile Client or other

Site attributes (for non-mobile sites) – the RFC destination of the site that you created earlier using transaction SM59

© SAP AG CR100 12-25

SAP AG 2004

Enter your name of a subscriptionand choose Publication

Enter criteria values if you havechosen a publication of

replication type intelligent

Assign Sites (may also be postponed)

Complete (automatic activation)

Creating Subscriptions

For the creation of a subscription you must enter a publication and, for an intelligent or simple intelligent publication, the criteria values (primarily used in a mobile scenario) for your subscription.

Via criteria values you can decide whether a site ID should obtain the whole set of data referring to a replication object or only a subset of this data. It is possible to define a value range for each field in this object. This reduces the amount of data that is sent to a mobile client.

There is no limit to the number of criteria fields you can define for the replication of one object.

Example for criteria fields: The BDoc type Customer contains the Sales Area field, which is defined as a criteria field. Based on the content (criteria values) of this field, the Customers are made available to the various sites.

© SAP AG CR100 12-26

SAP AG 2004

CRM Middleware

CRM MiddlewareCRM MiddlewareCRM Middleware Overview

Administration and Technical Background

Data Load and Monitoring

© SAP AG CR100 12-27

SAP AG 2004

Initial Load

CRM Server

CRM DB

SAP R/3 system

R/3 DBR/3

Adapter

R/3

Plu

g-In

Singular data load from one system or database to another

Due to dependency of objects, a specific sequence during data load is necessary

Customizing

Business objects

Parent/child relationship between different objects

You can load customizing and business objects from SAP R/3 to SAP CRM.

Usually a customizing load is started before business objects are loaded.

Sometimes it is important to load objects in a defined sequence, e.g. when downloading customer-material information from SAP R/3 to SAP CRM, you have to load business partner and material masters before you can start the load for customer-material-info

To start an initial load go to SAP Menu Architecture and Technology Middleware Data Exchange Initial Load

© SAP AG CR100 12-28

SAP AG 2004

Customer Customer Master

Table Field OP LowKNA1 KTOKD EQ 0006

Object filter settings

High

Object-specific filter criteria:

Load Filtering

Contact Contact Person MasterBOM Bill of MaterialAttribute Classification: Attrib.

Business ObjectsName Description Filter settings Inactive

The objects to be exchanged between CRM and SAP R/3 systems can be filtered using filter criteria.

Filters for the initial load are also used for the delta load from the SAP R/3 system. For the initial load toward the SAP R/3 system, there is no filtering of the load objects.

Filter settings, which are stored in table SMOFFILTAB, refer to table fields. The filter for business objects are predefined (stored in table SMOFFILFLD) whereas filters for customizing or condition objects can be set on existing fields.

Filter options allow the filtering of business objects at the source, at the target, or at both the source and the target for business objects. However, business data are usually filtered at the source. Customizing or condition objects can be filtered at the source only.

Saving a filter entry triggers the automatic transfer to the Plug-In in SAP R/3.

The transaction to specify the filter criteria is found under Architecture and Technology → Middleware → Data Exchange → Object Management → Business Objects / Customizing Objects / Condition Objects.

© SAP AG CR100 12-29

SAP AG 2004

StartingSelect the objects to be loaded from the SAP R/3 system or from the CRM database

Select the source and destination sites

Start the initial load

MonitoringMonitor objects

Use the Middleware Portal

Starting and Monitoring the Initial Load

The transaction to start the initial load can be found at Architecture and Technology → Middleware → Data Exchange → Initial Load → Start.

While there are no restrictions for repeating data transfers from SAP R/3 to CRM, data transfers from CRM to the consolidated database follow a different logic. To avoid inconsistencies between the consolidated database and mobile application databases, a repeated initial data transfer from CRM to the consolidated database is prevented. If you are sure that no Mobile Clients have been supplied with data or that no data can be extracted again, then a repeated initial data transfer from CRM to the consolidated database can be carried out. To do this, you must change an entry in table SMOFINICUS (for more information, go to the SAP Library).

The transaction used to monitor the initial load is under Architecture and Technology → Middleware → Data Exchange → Initial Load → Monitor Objects. If the initial load finishes unsuccessfully, consult SAP Note 309734, which gives useful advice for a general error analysis.

The data sent from the SAP R/3 system can be found in the inbound queue in the CRM Server (transaction SMQ2). The data will be saved in the outbound queue in the SAP R/3 system only if the connection has been interrupted or the parameters have been set specifically to do this (transaction SMQ1).

You can also use the Middleware Portal under Architecture and Technology → Middleware → Monitoring → Central Monitoring → Middleware Portal.

© SAP AG CR100 12-30

SAP AG 2004

Monitoring Initial Load

The figure contains a screen shot of the Initial Load monitor.

Usually all traffic lights should be green. If an Initial Load is still running, the traffic lights show the status Running (yellow light). In two cases, the monitor shows the status Waiting:

The parent objects are not yet loaded. In this case, the Initial Load of the parent objects must be performed first. As soon as the Initial Load of the parent objects has finished successfully, the object with the status Waiting are loaded automatically.

The number of objects for which Initial Load was started is higher than the number of available system processes. In this case, the available processes are used for the Initial Load and the remaining objects are set to the status Waiting. These objects are loaded automatically as soon as system processes are available.

© SAP AG CR100 12-31

SAP AG 2004

CRM Server

SAP R/3 system

qRFC

qRFC

Display InboundRFC Queues

Monitoring Overview

DisplayBDoc

Messages

ApplicationOutboundQueue

InboundQueueBDoc Flow Outbound

QueueAdapter

Framework

Display OutboundRFC Queues

Display tRFC Requests

MW Trace Monitor Objects

The figure gives an overview of message tracking functions in an SAP CRM system environment. In this course the CRM Server tools and the R/3 tools are discussed. The course mySAP CRM Mobile Sales and Service covers the monitoring of the mobile clients and the communication station (It displays information on individual sessions between a mobile client and the CRM Server, as well as statistics on the data exchange for each site).

This unit describes the following functions:

The Display BDoc Messages function (transaction SMW01 or Message Flow → Display BDocs messages)

The Middleware Trace function (transaction SMWT or Message Flow → Display Middleware Trace)

Inbound and outbound queue monitoring (transaction SMQ2 or Queues → Display Inbound RFC Queues, transaction SMQ1 or Queues → Display Outbound RFC Queues)

The monitoring of the tRFC connections (transaction SM58 or Transactional RFC → Display Transactional RFC Requests) is a standard program used to monitor connection problems.

The data loads with SAP R/3 systems can be monitored using transactions R3AM1 or Data Exchange → Monitor Objects.

In SAP CRM a general Monitoring Cockpit is available. Architecture and Technology → Middleware → Monitoring → Central Monitoring → Monitoring Cockpit (SMWP)

© SAP AG CR100 12-32

SAP AG 2004

Step one: Select a BDoc message

Display BDoc Messages

Select a BDocmessage

1

Display MW Trace

Display the classical part

Processing state of a BDoc

Flow Context of a BDoc

Display theextended part

ReprocessBDoc

The Display BDoc Messages function lists all BDoc messages (transaction SMW01). It displays the following:

The BDoc ID and BDoc type, the BDoc state, the flow context, the queue name, the date and time when the BDoc message was sent

The flow trace, the data and error segments, the service in which the error occurred (last service reached), the recipient list

The succession of BDocs if a mobile scenario is in place

The Original BDoc represents the first sBDoc being created (S-1). S-1 is mapped to messaging BDoc M-2, which is written to the CRM database by the validation service. M-2 is not displayed. The validation service then creates messaging BDoc M-3, the Reference Bdoc, which represents the predecessor of the BDoc in display, synchronization BDoc S-4. If an error has occurred while the M-2 was processed by the validation service, only S-1 is displayed with the error information. The same applies if an mBDoc was created by the R/3 adapter. The Original BDoc is M-1, which will be displayed alone if there is a validation service error.

Successfully processed messages appear with a green light, those still in process with a yellow light, and those with a terminal error condition with a red light. If a message is in process and does not get processed within a reasonable amount of time, it is possible to restart the message, view the message content, or discard the message. A BDoc message can be marked as deleted (note that deleting BDoc messages can cause data inconsistencies) or processing can be retried.

© SAP AG CR100 12-33

SAP AG 2004

Client

800800...

Queue Name

...CRM_SITE_0000000002...

Destination

...CRM_SITE_ 0000000002...

Entries

...14......

Cl.

800

Queue Name

CRM_SITE_0000000002

1. Date

2.1.2001

Status

Nosend

...

...

1. Time

7:31

NxtDate

5.1.2001

NxtTim

9:14

Cl.

800800...

Function Module

client_employee_writeclient_employee_write...

User

CONN_MSA_MSECONN_MSA_MSE...

Time

7:318:23...

Date

2.1.20013.1.2001...

...

...

...

...

Inbound and Outbound Queue Monitoring

Normal condition: no error entries in any queues

Display Display OutboundOutboundRFC QueuesRFC Queues

Display Display IntboundIntboundRFC QueuesRFC Queues

The consistency of all distributed data and processes is guaranteed even if individual components of the integrated system are temporarily unavailable. All calls and data transports take place asynchronously via buffers (queues). This ensures that if individual components can not be accessed, no information is lost and no delays occur in the overall schedule. There are inbound and outbound queues.

qRFC queues are displayed in three steps:

After you specify one or more clients, queue names and queue destinations, the transaction SMQ1 or SMQ2 displays a list of all queues that match the specified values.

Next you can select particular queues of interest and view additional details.

From the detailed view on the selected queues, you can display the queue entries by double-clicking the corresponding queue.

Choose these menu paths for the queue transactions: Architecture and Technology → Middleware → Monitoring → Queues → Display Outbound Queues (SMQ1) Architecture and Technology → Middleware → Monitoring → Queues → Display Inbound Queues (SMQ2)

The same qRFC outbound queue monitoring used on the CRM Server can also be used on the SAP R/3 system.

If an object is not processed correctly within the SAP R/3 system and an error condition is not returned via BAPI parameters, the SAP R/3 system itself must be checked.

© SAP AG CR100 12-34

SAP AG 2004

Load CRM Server to SAP R/3 systemCheck BDoc messages including the middleware trace information

Check the outbound queue

Check the table BDOC_TRACK in the SAP R/3 system

Check the outbound queue of the SAP R/3 system

Check the inbound queue of the mySAP CRM system

Hints for an Error Analysis (Load Example)

SAP R/3 System

StatusInformation

CRM ServerOutbound

Queue

DeltaLoad

Inbound Queue Outbound Queue

Data Upload to Application

1.2. 3.

5.

mBDoc

4.

A possible error situation would be that a business object was changed in a CRM Server application, but the change (delta load) is not received in the SAP R/3 system.

In case of errors or missing data updates in the target system, you can perform the following steps:

Check Display BDoc Messages including the middleware trace information.

Check the outbound queue.

Check the table BDOC_TRACK in the SAP R/3 system (which shows information on the data handling of the R/3 application).

Check the outbound queue of the SAP R/3 system.

Check the inbound queue of the CRM system.

In addition, you should verify the RFC destination and the logical system assigned to your site (in the Administration Console) and the CRM Middleware parameter settings in the CRM system and the SAP R/3 system (for example, CRMRFCPAR). (See also unit on installation and configuration.)

© SAP AG CR100 12-35

SAP AG 2004

CRM Middleware: Unit Summary

You are now able to:Describe the main tasks of the CRM Middleware

Perform the data exchange between mySAP CRM and SAP R/3 Enterprise

Set up the CRM Middleware administration and monitor the data loads

© SAP AG CR100 12-36

© SAP AG CR100 12-37

Exercises

Unit: CRM Middleware Topic: BDocs and Flow Contexts

At the conclusion of this exercise, you will be able to:

• Examine the structure of a BDoc type

• Analyze BDocs in Display BDoc Messages

• Determine the flow contexts for a BDoc type

BDoc types are the main data structure within the CRM Middleware for data processing. The internal structure of BDoc types can be viewed using the BDoc Modeler.

A BDoc message with its content and processing status can be viewed using the Display BDoc Messages function.

BDoc messages are processed within the CRM Middleware by several services. The services that are called for a BDoc type can be looked up by displaying the flow contexts.

1-1 Examine the structure of a BDoc type.

1-1-1 Start the BDoc Modeler.

1-1-2 Determine the structure of the messaging BDoc type used for the exchange of business partners in the BDoc flow.

1-2 View a BDoc message.

1-2-1 Start the Display BDoc Messages function.

1-2-2 Select a BDoc in status Confirmed (Fully processed) or in error status.

1-2-3 Examine the BDoc header, the extension data, the receivers of the message, and error messages if they exist.

1-3 Determine the flow contexts for a BDoc type.

1-3-1 What flow contexts for the messaging BDoc type are used for business partners?

__________________________________________________ __________________________________________________

© SAP AG CR100 12-38

© SAP AG CR100 12-39

Unit: CRM Middleware Topic: Replication Administration/Admin Console

At the conclusion of this exercise, you will be able to:

• Use the Administration Console to view CRM Middleware administrative data

• Create and replicate a business partner

As a Middleware administrator/consultant/responsible employee, you are in charge of administering the data replication from the CRM Middleware to external systems. Your role is to define sites and subscribe sites to publications.

This exercise deals with the basic tasks of CRM Middleware administration that is, using (creating) sites and subscribing sites to publications. Your tool to perform these tasks is the Middleware Administration Console.

2-1 Familiarization with the Administration Console

2-1-1 Start the Administration Console.

2-1-2 View all site details.

Sites of what site types are displayed?

__________________________________________________ Sites of what other site types may also be created?

__________________________________________________ What are the differences between a site with site type R/3 and a site with site type Mobile Client ?

__________________________________________________ View the details on an SAP R/3 site shown on your logon sheets. What is the RFC destination of the site and what is the logical system ?

__________________________________________________ 2-1-3 Examine the existing publications and subscriptions. View all subscriptions of

the SAP R/3 site shown on your logon sheets.

Where do you find all subscriptions for a publication?

__________________________________________________ Are there criteria values assigned to the subscriptions ?

__________________________________________________

© SAP AG CR100 12-40

2-2 Create a new business partner.

2-2-1 Examine in the CRM system and in the SAP R/3 system whether a business partner with your name exists.

The path in the SAP R/3 system is

Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Display → Sales and Distribution (transaction VD03)

2-2-2 Create a business partner (person) with the role Sold-To Party on the CRM Server. If a dialog box displays, confirm it with Create.

Tab Rider Field Value

Title Mr. or Ms.

First name Your choice

Last name Your choice

Correcpondance Language

FR

Language FR

Postal Code 10000

City Paris

Country FR

Address

Transportation Zone Central France (F000050000)

Please write down the number of your business partner.

_____________________________________________________ 2-2-3 Check whether the business partner now exists in the SAP R/3 system.

The path in the SAP R/3 system is

Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Display → Sales and Distribution (transaction VD03)

© SAP AG CR100 12-41

Unit: CRM Middleware Topic: Initial Data Load (from SAP R/3 to CRM)

At the conclusion of this exercise, you will be able to:

• Set filter objects for an object to be loaded

• Perform the initial load

• Monitor the load

The exchange of data with external systems is a main task of the CRM Middleware. You need to transfer customizing and/or business data to the CRM Server and from the CRM Server to other systems, for example, to back-end systems for further execution.

Technically, the initial load demands that several steps be taken before (parameter settings, replication administration, customizing of the CRM applications, and so on) and it is a prerequisite for the delta load of change objects.

You want to load customizing objects for the first time from an external system into the CRM Server. Because the back-end system used in this exercise is an SAP R/3 system, you will use the R/3 Adapter functionality.

3-1 Compare the tables in the source system and in the target system.

View the (customer-defined) customizing table ZCR540_## in the SAP R/3 system.

Use transaction SE11 to go to the Data Dictionary, enter ZCR540_## for Database Table and choose Display.

Here the structure of the table ZCR540_## is shown.

To view the table contents, choose Contents button or choose Utilities → Table Contents→ Display.

The same table exists on the CRM Server (use the same transaction and the same path). However, here the table is still empty.

© SAP AG CR100 12-42

3-2 Now you set your load filters. Since the back-end system for the exercise is an SAP R/3 system, you use the R/3 Adapter functionality. What transaction will you use to set the filter?

________________________________________________________

You want to filter the data load for the CONTINENT field. Select one continent from the source table.

3-3 Now perform the initial load for your table ZCR540_##.

What transaction will you use to perform the load?

________________________________________________________

What data are you required to enter?

________________________________________________________

Do not start the initial load until you complete the following exercise. In a second session monitor the load like it is described in the next exercises.

3-4 Where can you monitor the load? Check the system and name a few possibilities.

________________________________________________________

3-5 To view the table contents on the CRM Server, choose Utilities → Table contents→ Display.

© SAP AG CR100 12-43

Unit: CRM Middleware Topic: Monitoring of Data Loads

At the conclusion of this exercise, you will be able to:

• Monitor a data load

Monitoring plays an important part in the data exchange. It will be the task of the responsible person to monitor not only the technical functioning (queues scheduling, RFC calls) but also individual BDoc messages to undertake corrective actions, for example, to correct customizing errors.

4-1 In the SAP R/3 system, change the P.O. Box number in the address data of your business partner from the exercises for the topic Replication Administration, then save and verify if the CRM system has received the change. Go to change mode for exercise reasons and do not leave that transaction.

Path in the SAP R/3:

Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Change → Sales and Distribution (transaction VD02)

The change is not displayed as the inbound processing has been interrupted. The instructor has deactivated the standard RFC scheduler via Middleware → Administration → Register/Deregister Queues, select R3A and register.

4-2 Because the inbound processing has not yet taken place, you may view the relevant inbound queue (open a new session). Try and find the data contained in a logical unit of work (LUW).

4-3 After your instructor has registered (activated) the standard RFC scheduler again, verify if your change can be displayed in the CRM system.

Verify if the data is still in the inbound queue.

4-4 Where do you receive error information if your change is not displayed?

4-5 Perform the action suggested by the error message.

Exit the transaction. You do not need to save.

© SAP AG CR100 12-44

4-6 Try and reprocess your BDoc. Enter the copied BDoc ID number in the selection screen. Refresh the screen. What happens?

________________________________________________________

4-7 Check if the change is now displayed for your business partner.

© SAP AG CR100 12-45

Solutions

Unit: CRM Middleware Topic: BDocs and Flow Contexts

1-1 Examine the structure of a BDoc type

1-1-1 Start the BDoc Modeler.

Architecture and Technology → Middleware → Development → Meta Object Modeling → BDoc Modeler (transaction SBDM)

1-1-2 Determine the structure of the messaging BDoc type used for the exchange of Business Partners in the BDoc flow.

When you use the transaction for the first time, a dialog box asks for a display selection. For the exercise, select BDoc Class Messaging. Later on, you may change your selection by using the Filter button or CTRL+F6.

The messaging BDoc type used for the exchange of Business Partners is called BUPA-MAIN. It is marked as a messaging BDoc type and has the site types R/3, Idoc and XML assigned.

The header CRMW_BUPA_HEAD contains among other things the BP number and the BP GUID. The extension is labeled Related Data Type, for BUPA_MAIN it is named BUS_EI_MAIN. It may be viewed using transaction SE11 (Data Dictionary).

1-2 View a BDoc message.

1-2-1 Start the Display BDoc Messages function.

Architecture and Technology → Middleware → Monitoring → Message flow → Display BDoc Messages (transaction SMW01)

1-2-2 Select a BDoc in status Confirmed (Fully processed) or in error status.

Enter the BDoc type, the send date and time, and the BDoc state, and choose Execute.

1-2-3 Examine the BDoc header, the extension data, the receivers of the message, and error messages if they exist.

The BDoc header and the other segments can be viewed using the Classical Data button. Before CRM 3.0, BDocs possessed only classical data. The extension which only exists for messaging BDocs can be viewed using Extension Data. A list of receiving sites is given using Receivers. There you will also find error messages if there are any.

© SAP AG CR100 12-46

1-3 Determine the flow contexts for a BDoc type.

1-3-1 What are the flow contexts for the messaging BDoc type used for Business Partners?

Architecture and Technology → Middleware → Message Flow → Display and Check Flow Definitions Enter the BDoc type BUPA_MAIN and choose Execute.

The system will now display the available contexts for the BDoc type.

Depending on the contexts, services (function modules) are called. The Replication Wrapper calls the Replication service. The function module SMW3_ OUTBOUNDADP_CALLADAPTERS calls the outbound adapter.

Flow steps not displayed in Define and Check Flow Definitions:

After the inbound data are placed in qRFC queues (for SAP R/3 systems or Mobile Clients), the qRFC Scheduler reads the data and calls function modules of the (Mobile Client) Inbound Adapter or the R/3 Adapter depending on the queue type.

Subsequently, the (Mobile Client) Inbound Adapter or the R/3 Adapter start the BDoc flow.

The Validate service is called without being mentioned explicitly in the flow context.

© SAP AG CR100 12-47

Unit: CRM Middleware Topic: Replication Administration/Admin Console

2-1 Familiarization with the Administration Console

2-1-1 Start the Administration Console.

Start the Administration Console with transaction SMOEAC or from the menu:

Architecture and Technology → Middleware → Administration → Administration Console

2-1-2 View all site details.

Sites of which types are displayed?

The object type Sites contains all sites that exist in the CRM Middleware. Enter the object type Sites and press the button Display objects.

Sites of the following site types are displayed:

CDB, CRM, Mobile Client, R/3. The site types CDB and CRM are pre-configured by SAP (including their RFC destination None).

Sites of what other site types may also be created?

The other possible site types are: External Interface for IDocs and External Interface for XML. Other site types such as My Site Type or SAP Example cannot be used.

The site type concept controls primarily the (generic) Outbound Adapter functionality. Since the ASCII Adapter is not used for exporting data and the (generic) Outbound Adapter functionality is not used, there is no site type ASCII.

What are the differences between a site with site type R/3 and a site with site type Mobile Client?

Besides the technical implementation, the site attributes differ. The site-specific outbound queues of the R/3 site are not displayed.

View the details on an R/3 site shown on your logon sheets. What is the RFC destination of the site and what is the logical system?

Choose Site Attributes to view the RFC destination of the site and its logical system.

© SAP AG CR100 12-48

2-1-3 Examine the existing publications and subscriptions. View all subscriptions of the R/3 site shown on your logon sheets.

Where do you find all subscriptions for a publication?

All subscriptions of a site are listed for the object type

Site → <site_type> → <site_name> → Subscriptions

You can view the subscriptions for a particular publication by selecting the object type with Publications → <publication_name>.

Are there criteria values assigned to the subscriptions?

Whether criteria can be (or have to be) used depends on the replication type of the relevant publication. Publications of type simple bulk (msg) for messaging BDocs and of type bulk(s) for synchronization BDocs cannot be filtered using criteria values.

© SAP AG CR100 12-49

2-2 Create a new business partner.

2-2-1 Examine in the CRM system and in the SAP R/3 system whether a business partner with your name exists.

In SAP R/3, use transaction VD03 or this path:

Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Display → Sales and Distribution

In the CRM system, choose

Master data → Business Partner (BP) → Maintain Business Partner

A partner with your name should not exist in either of the systems.

2-2-2 Create a business partner (person) with the role Sold-to Party on the CRM Server. If you receive a dialog box, confirm it with Create.

Master data → Business Partner (BP) → Maintain Business Partner

Enter the address information and correspondence language::

Field Name or Data Type Values

Address tab

Title Mr. or Ms.

First name your choice

Last name your choice

Correspondence Language FR

Language FR

Postal Code 10000

City Paris

Country FR

Transportation Zone Central France (F000050000)

Please write down the number of your business partner.

2-2-3 Check whether the business partner exists now in the SAP R/3 system.

In SAP R/3, use transaction VD03 or this menu:

Logistics → Sales and Distribution → Master Data→ Business Partners → Customers → Display → Sales and Distribution (transaction VD03)

Search for the business partner with your name and display the business partner. Your business partner should now exist in the SAP R/3 system.

© SAP AG CR100 12-50

© SAP AG CR100 12-51

Unit: CRM Middleware Topic: Initial Data Load (Example SAP R/3 to CRM)

You want to load customizing objects for the first time from an external system into the CRM Server. Because the back-end system used in this exercise is an SAP R/3 system, you will use the R/3 Adapter functionality.

3-1 Compare the tables in the source system and in the target system.

View the (customer-defined) customizing table ZCR540_## in the SAP R/3 system.

Use transaction SE11 to go to the Data Dictionary, enter ZCR540_## as the database table and choose Display.

Here the structure of the table ZCR540_## is shown.

To view the table content, choose Contents or choose Utilities → Table contents → Display.

The same table exists on the CRM Server (use the same transaction and the same path). However, here the table is still empty.

3-2 Now you set your load filters. Since the back-end system for the exercise is an SAP R/3 system, you use the R/3 Adapter functionality.

To set the filter, use transaction R3AC3 or choose:

Architecture and Technology → Middleware → Data Exchange → Object Management → Customizing Objects

You want to filter the data load for the Country field. Select one country from the source table.

Select the line with customizing object ZCR540_##_D0, click Choose, go to Tables/Structures, choose Display → Change and choose Filter.

Set the Source Site Name (the name of your SAP R/3 site in the Administration Console) and enter CONTINENT, the field Field and a continent (e.g. EUROPE) in the field Low.

Set the operator to Equality(=Low) and enter a country from table ZCR540_## in field Low (## = your group number).

Save your settings.

© SAP AG CR100 12-52

3-3 Now perform the initial load for your table ZCR540_##.

What transaction will you use to perform the load?

Architecture and Technology → Middleware → Data Exchange → Initial Load → Start What data are you required to enter?

You need to enter the name of the load object (ZCR540_##_D0) and the name of the source site (our SAP R/3 system). The possible sites (R/3 site and the CDB) have been defined for the adapter object.

The load may be processed immediately or the instructor may schedule a background job:

Choose Program → Execute in background.

Confirm the Background print parameters, enter the start time (for example, immediately) and choose Save.

Do not start the initial load until you complete the following exercise. In a second session monitor the load like it is described in the next exercises.

3-4 Where can you monitor the load? Check the system and name a few possibilities.

Middleware→ Data Exchange → Initial Load → Monitor Objects

Enter the object name ZCR540_##_D0 and choose Execute. Use Refresh to update the display.

The same transaction can be found via

Architecture and Technology → Middleware → Monitoring → Data Exchange → Monitor Objects

Or use

Architecture and Technology → Middleware → Monitoring → Central Monitoring → Monitor Cockpit

Runtime information → Adaptor Status Information → Initial Load Status.

3-5 To view the table contents on the CRM Server, choose Utilities → Table contents→ Display.

© SAP AG CR100 12-53

Unit: Monitoring and Error Handling Topic: Monitoring of Data Loads

4-1 Change the P.O. Box number in the address data of your business partner from the exercises of unit Replication Administration in the SAP R/3 system, save and verify if the CRM system has received the change. Go to change mode for exercise reasons and do not leave that transaction.

Use transaction VD02 or this path in the SAP R/3 system:

Logistics → Sales and Distribution → Master Data → Business Partners → Customers → Change → Sales and Distribution

Path on the CRM Server:

Master data → Business Partner (BP) → Maintain Business Partner

The change is not displayed because the inbound processing has been interrupted. The instructor has deactivated the standard RFC scheduler via

Architecture and Technology → Middleware → Administration → Register/Deregister Queues

Choose R3A and press Deregistration.

4-2 Because the inbound processing has not yet taken place, you may view the relevant inbound queue (open a new session). Try and find the data contained in a logical unit of work (LUW).

Middleware → Monitoring → Queues → Display Inbound RFC Queues (transaction SMQ2)

The queue name is R3AD_CUSTOME0000xxxxxx (xxxxxx stands for your customer number). Queue names are controlled by the CRM Server Applications. Because the CRM Middleware has not processed the data yet, the conversion from the BAPI structures into a BDoc has not taken place.

To view the data, choose:

Architecture and Technology → Middleware → Monitoring → Queues → Display Inbound RFC Queues (transaction SMQ2)

Select the queue line, choose Display selection, select the line and click Choose, choose Display LUW. The logical unit of work (LUW) contains the data in a BAPI structure. You’ll find your P.O. Box number by using the Find button. Enter your P.O. Box number with a blank between the digits.

© SAP AG CR100 12-54

4-3 After your instructor has registered (activated) the standard RFC scheduler again, verify if your change can be displayed in the CRM system.

Master data → Business Partner (BP) → Maintain Business Partner

The data has not changed. Verify if the data is still in the inbound queue.

Architecture and Technology → Middleware → Monitoring → Queues → Display Inbound RFC Queues (transaction SMQ2)

The CRM Middleware has processed your data.

4-4 Where do you receive error information if your change is not displayed?

Architecture and Technology → Middleware → Monitoring → Message Flow → Display BDoc Messages (SMW01)

Identify the BDoc with the data of your business partner.

Select the BDocs of type BUPA_MAIN, choose Links (or Links Environment). Both the Overview and Detail View show the BP number with the BP name in the Description field.

Go back and check the BDoc for any error information. Copy the BDoc ID number for later use.

Use the icon in order to display BDoc message errors/receiver.

4-5 Perform the action suggested by the error message.

Master data → Business Partner (BP) → Maintain Business Partner

Leave the transaction. You do not need to save.

4-6 Try and reprocess your BDoc. Enter the copied BDoc ID number in the selection screen. Refresh the screen. What happens?

Architecture and Technology → Middleware → Monitoring → Message Flow → Display BDoc Messages (SMW01)

Select your BDoc in error status, go to BDoc message → Process → Retry to process or use the appropriate button Retry to process Message. Your BDoc, which had been in error status, has now Confirmed status. The BDoc flow Validate caused the writing of the data to the CRM database. This change to the CRM database triggered a new BDoc flow (Notification), which in turn created a new messaging BDoc, which this time is destined for any receivers identified by the Replication Service (for example, a back-end system or the synchronization in case the mobile bridge for the BDoc type has been activated). The synchronization flow calls the Replication and Realignment Service to write the data to the CRM database and initiate realignment, if necessary, for mobile clients.

© SAP AG CR100 12-55

4-7 Check if the change is now displayed for your business partner.

The change should be displayed now.

© SAP AG CR100 13-1

SAP AG 2004

SAP Solution Manager: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 13-2

SAP AG 2004

SAP Solution Manager

Overview of SAP Solution Manager

Project Creation and Configuration

© SAP AG CR100 13-3

SAP AG 2004

SAP Solution Manager

SAP Solution Manager

SAP Solution Manager

Overview of SAP Solution Manager

Project Creation and Configuration

© SAP AG CR100 13-4

SAP AG 2004

SAP Solution Manager: Unit Objectives

At the conclusion of this unit, you will be able to:Explain the benefits from using the SAP Solution Manager on yourimplementation project

Create a project using the preconfigured business scenarios

Configure the business scenarios of a project

© SAP AG CR100 13-5

SAP AG 2004

Challenges of Sophisticated System Environments

Web EnablingGlobal Planning ATP

Globaloperations

GlobalGlobaloperationsoperations

Different locationsDifferent countriesDifferent languagesDifferent time zonesCentral vs. distributedGlobal planning

Heterogeneoussolutions

HeterogeneousHeterogeneoussolutionssolutions

Different applicationsDifferent technologiesDifferent vendorsPoint-to-point integrationCustom-made 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 dS u p p lyC h a in

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 i e rS e l e c t i o n

U p d a t e S h i p 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 i g u r eV e h i c l eL o a d s

R e p l e 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 i c e

1 4 0 d i f f e r e n t i n t e r f a c e s

C R M

P r i c i n g C o n d i t i o 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 l e

I n 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 dS u p p lyC h a in

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 i e rS e l e c t i o n

U p d a t e S h i p 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 i g u r eV e h i c l eL o a d s

R e p l e 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 i c e

1 4 0 d i f f e r e n t i n t e r f a c e s

C R M

P r i c i n g C o n d i t i o 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 l e

I n 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 CR100 13-6

SAP AG 2004

Rationale for SAP Solution Manager

Support of Distributed Systems

Lower Total Cost of Ownership

Service and tool platform to optimize implementation, go-live, and operation of your SAP solutions, for example, by speeding up your return on investment

Tailor-Made Solution

Use those functions within SAP Solution Manager that are most applicable for your solution

Support delivery platform to enable SAP to deliver optimal standardized services and support for distributed systems

SAP Solution Manager is the customer platform for efficient implementation and operation of SAP solutions.

Onsite platform to support key implementation activities

Key AcceleratedSAP (ASAP) implementation concepts

Enhanced concepts to encompass the specifics of SAP solution implementation

Integrated platform to support implementation and operation of SAP solutions

© SAP AG CR100 13-7

SAP AG 2004

How SAP Solution Manager can help you implementmySAP Business Suite?

SAP AG 2003, How you benefit from the SAP Solution Manager 3.1, Matthias Melich

Target GroupSAP R/3 customers extending to mySAPNew mySAP customers

GoalImplement new or additional SAP CRM, SRM, SCM, and other scenarios

BenefitsAccelerated implementation projectsProject handling supportDocumentation management in integrated knowledge warehouseSeamless information integration between project phasesCentralized blueprinting, configuration, testing and document managementIntegration of non-ABAP and non-SAP components

The SAP Solution Manager supports you in all phases of the evaluation and implementation. You can perform the following activities in an evaluation and implementation project with the SAP Solution Manager:

Project Preparation: Define project and system landscape

Business Blueprint: Evaluate business processes, describe business scenarios and business processes in Business Blueprint

Realization: Configure, compare and distribute customizing, set up test system, organize test

The SAP Solution Manager also supports cross-project functions: project analysis and roadmaps. The Roadmaps are part of the SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a mySAP.com implementation. The Roadmaps provide links to accelerators and tools, which perform project tasks and lead you through a project step by step.

© SAP AG CR100 13-8

SAP AG 2004

Support for Implementation and Operations

Business Blueprint ScopingBusiness Blueprint Scoping

Installation and ConfigurationInstallation and Configuration

TestTest Support Desk Support Desk

Services for OperationsServices for Operations

Solution MonitoringSolution MonitoringProviding tools, content, procedures and services

to implement and operate your mySAP.com solution

Platform for Planning, Implementation and Operation of SAP Solutions Across All Systems

SAP Solution ManagerSAP Solution ManagerSAP Solution ManagerImplementation Operations

The SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. This platform supports the business solution life cycle, from the Business Blueprint to configuration to production operation. The SAP Solution Manager offers central access to preconfigured content, tools, and methodology, which you can use during the evaluation and implementation of your systems.

For the implementation, you receive in the SAP Solution Manager:

Content for evaluating and implementing business solutions, predefined by SAP

The AcceleratedSAP (ASAP) methodology for the implementation of business solutions

Tried and tested implementation and test tools, for example, the Implementation Guide (IMG) or the Test Workbench

An authoring tool that you can use to create your own project templates for your implementation project. This makes the SAP Solution Manager an ideal tool for SAP partners and companies involved in global rollouts.

The SAP Solution Manager services for operations allow you to configure, administer, and monitor systems and business processes for a solution. You can work with overall solutions, as well as individual systems, business processes, and software components. You can also set up and run your own solution support.

© SAP AG CR100 13-9

SAP AG 2004

Customer Customer SAP SAP

SCMSCM

CRMCRM

4.6C4.6C

Customer Landscape

SAP SolutionManager

SAP Service Marketplace

Add-On CD

OSS

• content corrections

• according to support packages

• content correction notes

• continuously

Delivery of SAP Solution Manager

Content upgrades: SP01 = ST-ICO100, SP03 = ST-ICO110 (see menu System → Status): enhancements/new scenarios added

• new and/or updated content

• for main releases

© SAP AG CR100 13-10

SAP AG 2004

SAP Solution Manager: Feature Summary

SAP Solution Manager

CRM

SAP R/3APO

SAP Solution ManagerRuns on SAP Basis technologyCan service all SAP technologiesIntegrates non-SAP productsCentralizes

Process descriptionsDocumentation TestingConfiguration and CustomizingNote handlingMonitoringService delivery and executionLandscape definition

Is free of charge

© SAP AG CR100 13-11

SAP AG 2004

SAP Solution Manager

SAP Solution Manager

SAP Solution Manager

Overview of SAP Solution Manager

Project Creation and Configuration

© SAP AG CR100 13-12

SAP AG 2004

SAP Solution Manager as a Central Platform

DEV

Customer's System Landscape

Message HandlingPRD

SolutionLandscape

Solution Monitoring

Service DeliveryProcess-oriented

configuration

QAS

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

Integrated Testing

With this infrastructure at the customer’s site, you have the following advantages:

SAP Solution Manager collects data from all connected systems, thereby helping you to access all necessary information on the connected systems much more quickly.

SAP Solution Manager keeps an up-to-date overview of the whole solution with processes and dependencies.

With the SAP Solution Manager, you can implement and test solutions, monitor and maintain solutions, and support users.

The SAP Solution Manager allows you to spend less time on finding errors and information and get quicker and better support.

With SAP Solution Manager, SAP is able to deliver excellent support not only for single systems, but also for a customer’s entire solution.

© SAP AG CR100 13-13

SAP AG 2004

SAP Solution Manager in Implementation

SAP Solution Manager in Implementation

Configuration

Project definition

Define BusinessBlueprint

ProjectPreparation

BusinessBlueprint Realization Go Live &

SupportFinal

preparation

Customizing synchronization

Authorization

Datatransfer

End-user training and

documentation

Testing

Projectphase

Roadmaps

Project AdministrationCross

functions

Pro

ject

act

ivit

ies

Issue Tracking, Monitoring, Reporting

DevelopmentsDefinesystem

landscape

Set upDEV

landscape

Solution Review

© SAP AG CR100 13-14

SAP AG 2004

Roadmap in Detail

Graphical entry into and status overview of your projectGraphical entry into and status Graphical entry into and status overview of your projectoverview of your project

Phase-driven approach for functional and technical implementation and ongoing operation activities

PhasePhase--driven approach for driven approach for functional and technical functional and technical implementation and ongoing implementation and ongoing operation activities operation activities

Links to accelerators for your project phaseLinks to accelerators Links to accelerators for your project phasefor your project phase

The Roadmaps are part of SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a mySAP.com implementation. The Roadmaps provide links to accelerators and tools, which can be used to perform project tasks.

You can download the project structure or a roadmap into Microsoft Project to plan your project using the data in the project structure or roadmap.

© SAP AG CR100 13-15

SAP AG 2004

Project Preparation – Define Project

Project Administration

Choose your project type

Define general project data

Implementation ProjectImplementation of SAP solutionsTemplate project – creation of re-usable solutions

Implementation ProjectImplementation ProjectImplementation of SAP solutionsImplementation of SAP solutionsTemplate project Template project –– creation of creation of rere--usable solutionsusable solutions

Person responsible for the projectLanguage of the project Overall project statusProject time frame for plan and actual data

Person responsible for the projectPerson responsible for the projectLanguage of the project Language of the project Overall project statusOverall project statusProject time frame for plan and actual data Project time frame for plan and actual data

Existing projects are displayed in the project overview of the SAP Solution Manager.

The project types delivered with the SAP Solution Manager allow you to differentiate between different types of projects: implementation or template projects.

An implementation project is selected for single-site implementations. When you create an implementation project, you can select predefined scenarios from template projects.

A template project is selected for multi-site implementations or can serve as an authoring environment to develop Best Practices created by implementation partners, for example. When you create a template project, you can select predefined scenarios from template projects. You can transport template projects to other SAP Solution Manager systems.

In Project Administration, you maintain general project data, select a predefined scenario as a basis for the project structure, assign project team members, and define project standards. Project standards include the following:

Status values to be used during the project

Keywords as search criteria for documentation in reporting

Documentation types and related templates

© SAP AG CR100 13-16

SAP AG 2004

Business Blueprint – Define Business Blueprint

Select your Business Scenarios and related Business Process templates Select your Business Scenarios and Select your Business Scenarios and related Business Process templates related Business Process templates

Get a graphical display of your component-specific or cross-component scenario

Get a graphical display of your componentGet a graphical display of your component--specific or crossspecific or cross--component scenariocomponent scenario

Business Process Repository

Add Business Process steps from the Business Process repository to your Business Process template

Add Business Process steps from Add Business Process steps from the Business Process repository to the Business Process repository to your Business Process template your Business Process template

ProcessSteps

Business Process

Template

Order to CashMobile Sales

Internet Sales

Definition of the Business Blueprint allows you to document the business processes in your enterprise that you want to use in your SAP system. You create a project structure in which relevant business scenarios, business processes and process steps are organized in a hierarchical structure. You can also create project documentation to assign to individual scenarios, processes or process steps. To define how your business processes should run in your SAP systems, you then assign transactions to each process step.

Definition of the Business Blueprint provides you with a detailed description of your business processes and system requirements. You can also print the Business Blueprint document. The project documentation and the project structure that you use during the Business Blueprint phase can also be used during configuration and test organization.

When you configure your business processes, the system displays the project structure you created for the Business Blueprint. You can use the Business Blueprint project structure as a point of orientation during configuration.

You can also display and edit the project documentation from the Business Blueprint phase during configuration.

The project structure from the Business Blueprint forms the basis for all test plans that you create during test organization. The transactions that you assign to process steps in the Business Blueprint are put in test plans during test plan generation. The transactions can be processed as function tests to test the transactions.

© SAP AG CR100 13-17

SAP AG 2004

Business Scenario – Process – Process Step –Component View

Business Scenario

Process Step

ProcessVisualized by

ComponentView

Quotation and Sales Order Management

Sales OrderProcessing

Check availability

Solution: mySAP CRM

A solution is the commercial name of a collection of capabilities for key functional areas. The delivery of a solution includes all application components that are required to implement all business scenarios, processes and process steps licensed to the customer. Examples of solutions are mySAP CRM and mySAP SCM.

A business scenario is a set of processes that define a business task in a comprehensive and self-contained manner on a macro level. Examples of business scenarios are Quotation and Order Management and Catalog and Order Management.

A business process is a set of logically related tasks performed to achieve a defined business outcome. It can involve several products and components. A business scenario consists of one to n processes. An example of a business process is Quotation Processing.

A business process step is the smallest independent entity in a business process in mySAP.com that takes place in one product or component. A process consists of a sequence of process steps. Examples of business process steps are create sales order and check availability.

A product is a business-oriented collection of software components. It is equivalent to the component view in business scenario modeling. Products have releases. A defined list of products exists. Examples of products are SAP BW and SAP APO.

© SAP AG CR100 13-18

SAP AG 2004

Business Blueprint – Create Project Documentation

Central storage of all project documentation in SAP Knowledge WarehouseFunctions to create, edit, store, and upload and download documentation Predefined templates and document types for

Scenario descriptions, diagrams, installation guides Customer input Interfaces, forms, reports

Creation of own templatesReporting features to track and filter on documents

© SAP AG CR100 13-19

SAP AG 2004

Realization – Configure Business Processes

Customizing via Implementation Guide (IMG)

Customizing via Customizing via Implementation Guide Implementation Guide (IMG)(IMG)

Re-use of Customizing via BC Sets, for example, in a rollout location

ReRe--use of Customizing use of Customizing via BC Sets, for via BC Sets, for example, in a rollout example, in a rollout locationlocation

Assign test casesAssign test casesAssign test cases

Configuration of process requirements specified in the Business Blueprint Automatic assignment to transactions and BC Sets through use of objects from the Business Process repository

© SAP AG CR100 13-20

SAP AG 2004

Structure and Assignments

• IMG activity in any SAP system of your scenario landscape

• Transaction in any SAP system of your scenario landscape

• Scenario configuration documentation

Link to

General Settings

Communication Settings

Generation of Middleware

Reorganization

...

Basic Settings for CRM 4.0

Basic Settings for <Key Capability>

Basic Settings for <Channel>

Inquiry Processing

Quotation Processing

Sales Order Processing

Business Processes

Quotation & Order Management

mySAP CRM

All configuration steps requiredto set up a business scenario and have the following items assigned ...

... in the right order

© SAP AG CR100 13-21

SAP AG 2004

Configuration Support Across Systems

SAPSolutionManager

SAPR/3

SAPBW

...

SAPAPO

SAPCRM

Project

General Settings

Communication Settings

Generation of the Middleware

Reorganisation

...

Basic Settings for CRM 4.0

Basic Settings for <Key Capability>

Basic Settings for <Channel>

Marketing Plan Preparation

Marketing Budget Planning

Marketing Plan Analysis

Business Processes

Marketing Planning

mySAP CRM 1.2.3.4.5.6.7.

SAP Solution Manager replaces the Configuration Guides that were written by information developers

© SAP AG CR100 13-22

SAP AG 2004

Scenario documentationConfiguration information

CRM Business Content on Process Step Level

Scenario Process Process Step

Quotation & Order Mgmt

Quotation Processing

Create quotation

Enter products

Sales Order Processing

Transaction/URL IMG activity

Link

CRM

R/3

Development/TestDevelopment/Test

Transaction/URL IMG activity

Check availability Transaction/URL IMG activity

Create sales orderTransaction/URL IMG activity

CRM

APO

In the development and test phase, the application development refines the business process hierarchy for each component view, by adding business and configuration-relevant information (business content). This structure is the basis for the implementation of the scenario.

Business content can be application transactions to reflect the business process in the system, configuration information such as IMG activities or BC Sets, and documentation.

The following assignments are mandatory according to the standards:

Scenario documentation

Configuration guide (as a structure)

Transactions and URLs

IMG activities

© SAP AG CR100 13-23

SAP AG 2004

How to Configure a Business Scenario

Common BasicSettings

BusinessScenario

Bus

ines

s Sc

enar

io

Setti

ngs

Assigned to ConfigurationStructures

Assigned to Business Scenarios, Processesand Process Steps

1

2

© SAP AG CR100 13-24

SAP AG 2004

mySAP CRM Configuration Guides

CRM Solution Manager Content 4.0

Produce Your Own Configuration Guides

Project-specific Configuration Guides

SAP CRM 4.0 business scenarios are designed to help customers to reduce costs, to increase revenue, and to increase customer satisfaction. They support nested business processes in Sales, Service, and Marketing across various interaction channels.

With the current release of mySAP CRM, the SAP Solution Manager provides preconfigured CRM content in the form of 280 prepackaged business processes with a heavy emphasis on the requirements of 23 industries. More than 90 pre-packaged business scenarios with 130 variants are offered in all key functional areas of the mySAP CRM solution portfolio: Marketing, Sales, Service, Analytics, Field Applications, Interaction Center, E-Commerce, and Channel Management. Presently 15 business scenarios are specifically designed for ten different industries, and the number of predefined Business Scenarios is constantly growing. The industries covered include Oil & Gas, Consumer Products, Service Provider, Media, Automotive, Pharmaceuticals, Public Services, Utilities, Telecommunications, and High Tech.

The business processes are displayed graphically using the SAP Component Views.

The CRM business content is shipped exclusively through the SAP Solution Manager. Regularly updated content can be downloaded from the SAP Service Marketplace at service.sap.com.

© SAP AG CR100 13-25

SAP AG 2004

SAP Solution Manager: Unit Summary

You are now able to:Explain the benefits from using the SAP Solution Manager on yourimplementation project

Create a project using the preconfigured business scenarios

Configure the business scenarios for a project

© SAP AG CR100 14-1

SAP AG 2004

People Centric CRM: Course Agenda

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 14-2

SAP AG 2004

People-Centric CRM

Introduction to People-Centric CRMSAP CRM 4.0

© SAP AG CR100 14-3

SAP AG 2004

People-Centric CRM: Unit Objectives

At the conclusion of this unit, you will be able to:Describe the technical infrastructure

List the main Implementation steps for People-Centric CRM

Customize relevant parts of SAP CRM 4.0 and SAP Enterprise Portal 5.0

© SAP AG CR100 14-4

SAP AG 2004

Introduction to People-Centric CRM

Introduction to People-Centric CRMPeople-Centric CRMPeople-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

© SAP AG CR100 14-5

SAP AG 2004

People-Centric CRM – Benefits

Based on Browser technology (no additional installation on client side)

Intuitive and easy to learn (same patterns for navigation and layout used on all screens)

Easy to develop with predefined elements

Easy to adapt and modify

User-friendly user interface:

Intuitive and recognizable interaction design

Easy navigation and Web-like behavior

Preconfigured user roles:

Preassembled content for complete business tasks

Easy adaptation of the roles for specific needs

Knowledge Management (KM):

Users want easy access to the knowledge of the entire enterprise through a single point of access.

Documents should be displayed within their specific context (for example, a CRM transaction). This context should be automatically accessed from the KM search result list.

Personalization and configuration:

Users require personalization options to adapt content to their liking.

User interface needs to be flexible and configurable to embrace customer-specific business requirements.

© SAP AG CR100 14-6

SAP AG 2004

People-Centric CRM – Solution

mySAP CRM People-Centric User Interface

1. Portal

2. Applications with pattern-based interaction design

3. Integration between portaland applicationmySAP Enterprise Portal

Easy access to multiple applications and sources Pre-configured user roles

User-friendly user interfaceBased on Web Dynpro TechnologyPattern-based screen designs for intuitiveness and consistency Support for occasional and specialized users

Role-based screenappearanceContext-aware navigationCRM Knowledge ManagementPersonalization and configuration

Role-based screen appearance: Different roles can have different views on applications.

Context-sensitive navigation: Application assigned to the role is shown only with the view assigned to this specific role when you navigate to it through links. For example, navigating from Accounts to Products via links opens the product application with the role-specific view directly, with the specific product in focus.

© SAP AG CR100 14-7

SAP AG 2004

Introduction to People-Centric CRM

User-friendly user interface

Preconfigured user roles

Personalization and configuration

Introduction to People-Centric CRMPeople-Centric CRMPeople-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

© SAP AG CR100 14-8

SAP AG 2004

People-Centric CRM and mySAP Enterprise Portal

People-Centric CRM on SAP EP 5.0 People-Centric CRM on SAP EP 6.0

People-Centric CRM runs on SAP Enterprise Portal 5.0 and 6.0

SAP Enterprise Portal 6.0An evolution of the proven SAP Enterprise Portal 5.0 Enhanced features such as double-byte; more operating systems supported

Knowledge Management (KM)SAP EP 6.0 KM features are also available with SAP EP 5.0 SP05

© SAP AG CR100 14-9

SAP AG 2004

Technical Components in mySAP Enterprise Portal

Portal pages are structured in Portal pages are structured in worksetsworksets (navigation (navigation

element)element)

iViews

Portal pagePortal page

Detail navigationDetail navigation TopTop--level and level and secondsecond--level level navigationnavigation

Portal content consists primarily of iViews. Each iView brings to the portal desktop specified data from an information resource such as a relational database, ERP system, CRM system, enterprise application, collaboration tool, e-mail exchange system, intranet or the World Wide Web. iViews return up-to-the-minute information each time they are launched.

iViews are generally displayed through portal pages. You can import predefined pages or create your own pages. The page definition includes a list of associated iViews and layout specifications. Worksets bundle related pages, iViews, and roles.

User access to content is determined by role definitions. A portal role is a collection of task-oriented content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles.

The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar and the detailed navigation tree. A user navigates through portal content by clicking tabs at top and detailed navigation levels.

© SAP AG CR100 14-10

SAP AG 2004

Introduction to People-Centric CRM –CRM Applications in the Portal

CRM application on CRM application on portal pageportal page

© SAP AG CR100 14-11

SAP AG 2004

Introduction to People-Centric CRM –The PCC User Interface Is Pattern-Based

OrientationArea

Search Area

Result List

Detail Area 1

Detail Area 2

The screen of the new CRM user interface is separated into different views. Position 1, under Orientation Area to the right of the screen shot, is the Search Request view, which gives the user different options for searching objects (predefined search, fast entry, advanced search). Position 2 is the Search result view, which displays the search results in a list. Positions 3 and 4 contain detail views, which display detailed information to the objects of the result list. The description of this structure of the screen has to be done for each application (transaction) in the main Blueprint table. The Blueprint tables contain parameters for the construction of the views.

© SAP AG CR100 14-12

SAP AG 2004

Introduction to People-Centric CRM –Consistent Look and Feel

Orientation Area

Result List

Search Area

Detail Area 2

Detail Area 1

One generic, pattern-based design for all tasks

© SAP AG CR100 14-13

SAP AG 2004

Introduction to People-Centric CRM

User-friendly user interface

Preconfigured user roles

Personalization and configuration

Introduction to People-Centric CRMPeople-Centric CRMPeople-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

© SAP AG CR100 14-14

SAP AG 2004

Introduction to People-Centric CRM – Role Concept

Individuals perform different job functions, business activities, and tasks.

People-Centric CRM packages all content needed to perform a job function as a role

A role consists of worksetsfor each business activityEach workset provides pagescontaining iviews and external services to access all underlying applicationsneeded to perform a task

The role is one of the central concepts of the mySAP Enterprise Portal. A role is a collection of tasks, services and information for a group of users. The role defines which service and information the user should be able to access and the activities he or she may perform. The role also defines how the visualization of the contents and the navigation structure within the mySAP Enterprise Portal. A role may contain all kinds of information and combines everything the user will see on his or her mySAP Enterprise Portal. Roles are stored in the Portal Content Directory (PCD). In the SAP Enterprise Portal 5.0, the PCD is a file system in which the objects necessary to build roles are stored.

User access to content is determined by role definitions. A portal role is a collection of content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles.

The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar, and the detailed navigation tree. The top-level navigation bar is a series of tabs in the title area of the portal header. A user navigates portal pages and services by clicking tabs in the top-level navigation bar.

A page can display a detailed navigation tree. The navigation tree presents a hierarchical list of portal pages and services. A user can navigate portal pages and services by clicking on the nodes in the detailed navigation tree. Whether or not detailed navigation trees appear, and the configuration of both the top-level navigation and the detailed navigation is determined by the role definition.

© SAP AG CR100 14-15

SAP AG 2004

Different Roles Map to the Same View

Activity Management

In today's working environment, customers demand support in creating specialized layouts for the individual requirements of their users.

© SAP AG CR100 14-16

SAP AG 2004

Different Roles Map to the Different Views

Activity Management

SalesView

Activity Management

ServiceView

With the help of the CRM view concept, customers can create special layout derivatives. In each role, one or multiple views can be used, allowing for maximum flexibility. In this example, a customer created special views for activity management depending on the department.

© SAP AG CR100 14-17

SAP AG 2004

Easy Navigation

Link from overview Link from overview page to Opportunitypage to Opportunity

Link from Opportunity detail to Link from Opportunity detail to related Account detailrelated Account detail

Navigation via linksContext-aware navigation to related information

© SAP AG CR100 14-18

SAP AG 2004

Additional Roles with Business Package for CRM 4.0

Business Package for SAP CRM 4.0Account Manager

Brand Manager

Trade Marketing Manager

Channel Manager

Partner Manager(formerly Partner role)

Partner Manager –Channel Commerce

Partner Employee

Billing Clerk

Roles from SAP CRM 3.1 (enhanced)

Roles already shipped with Business Package for SAP CRM 3.1 and still available for SAP CRM 4.0:

Customer

Sales Manager

Sales Representative

Service Manager

Service Representative

Campaign Manager

Lead Manager

Lead Qualifier

Interaction Center Manager

Interaction Center Agent

Partner

Customer Administrator

© SAP AG CR100 14-19

SAP AG 2004

Introduction to People-Centric CRM

User-friendly user interface

Pre-configured user roles

Personalization and configuration

Introduction to People-Centric CRMPeople-Centric CRMPeople-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

© SAP AG CR100 14-20

SAP AG 2004

People-Centric CRM – Personalization

Personalization means providing the right information for the right person at the right time

Personalization has to cover a wide area

Personalization must be easy to use.

Personalization is a central purpose of People-Centric CRM to adjust the application to the individual requirements of the user.

Personalization is a critical success factor for mySAP CRM:

Easy customization and personalization enables the user to have the right information at the right place.

Personalization enables quick navigation to relevant information.

Personalization provides an optimized working environment for users.

© SAP AG CR100 14-21

SAP AG 2004

People-Centric CRM – Personalization Options

Select portal styleModify content and layout of portal pagesPersonalize iViews in portal Personalize CRM applications Add objects to or remove objects from favoritesSave self-defined search variants

Making Personalization Settings

In the Enterprise Portal 5.0, you can set up different personalized versions.

For information about personalizing the portal, go to the SAP Library at help.sap.com and choose SAP NetWeaver → mySAP Enterprise Portal → SAP Enterprise Portal → End User Guide → Working with the Enterprise Portal → Personalizing your Enterprise Portal.

For information about personalizing the iViews, go to the SAP Library at help.sap.com and choose SAP NetWeaver → mySAP Enterprise Portal → SAP Enterprise Portal → End User Guide → Working with the Enterprise Portal → Working with iViews → Personalizing iViews.

For information about personalizing the pages, go to the SAP Library at help.sap.com and choose SAP NetWeaver → mySAP Enterprise Portal → SAP Enterprise Portal → End User Guide → Working with the Enterprise Portal → Personalizing Pages.

© SAP AG CR100 14-22

SAP AG 2004

People-Centric CRM – Select Portal Style

SelectSelectentryentry

UserUser

Setting Your Enterprise Portal Design

Use: You personalize the look and feel of your portal by selecting the style design you prefer from a set of predefined designs that comes with your portal.

Procedure

Click Personalize Portal in the portal title area.

On the Personalize Portal page, click the Portal Design tab.

To change the default style of the portal, select a new entry from the Select Design drop-down list. A preview of the selected design is displayed below the list box. Note: The preview feature is only available for Internet Explorer users. Netscape Communicator users see the drop-down list only.

Click Apply.

Result: The portal style changes to the new design.

Administrators can easily create new portal styles. SAP Portals provides an easy-to-use style editor to create new designs, which produce standard cascading style sheet (CSS) files.

Administrators can also change the default portal style. Check the Business Package Documentation for details.

© SAP AG CR100 14-23

SAP AG 2004

People-Centric CRM – Modify Content

11

22

Channel (or group of Channel (or group of iViewsiViews))Add or remove Add or remove iViewsiViews

Depending on their role, users can add iViews assigned to a channel

Organizing Content on Your Page Use

You can adjust the contents of the portal pages to your own needs by adding or removing iViews. You also have access to the iView personalization feature. For more information, see Personalizing iViews.

The list of iViews is determined by your user role. The Channel List shows the categories of all the iViews to which your administrator has granted you access permission. The following channels are always displayed:

- Page iViews – contains all the iViews on the current page - My iViews – contains all the iViews you defined, for example, search results - Channels defined by your administrator to which you have access

Prerequisites: The current page has not been locked by the administrator. When the page is created, the portal administrator defines whether a page can be changed. If you are not allowed to change the current page, the Personalize Page function is deactivated.

…

© SAP AG CR100 14-24

…

Procedure for Personalizing iViews

Click Personalize Page in the portal title area and then select the Content tab. The dialog box lists all the iViews that you can access.

Select a channel of iViews in the Channel List by clicking it. The iViews belonging to the selected channel are listed in the iView List. The number of iViews belonging to a channel, as well as the number of iViews located on the current page, is displayed next to the channel name. For example, (2/8) means that 2 of the 8 available iViews in the selected channel already appear on the current page. An asterisk (*) next to the number indicator means that the channel contains an iView that was added during the past week.

Select Display Details to display the following information for all the iViews in the list:

- Last update date - Name of the iView channel - Short description of the iView content - Name of the data source (if the iView accesses an external data source) - Name of the page (if the iView is already on the current page)

Note: To turn the details on or off for a single iView in the list, click the iView name. The check box next to the each iView name indicates whether that iView is currently displayed.

Searching for a Specific iView Use: You can search for specific iViews regardless of their category. You can use text or wildcards to search. You can use * or ? as wildcards, where * stands for any number of characters after the insertion point and ? stands for any character at the insertion point. Examples of using wildcards:

Searching for Task* will list the following iViews: Task1, Task2, Task of the Week, and Task of the Month

Searching for Task? will list the following iViews: Task1 and Task2.

Procedure

In the Find field, enter a string that appears in the iView title, unique name or description, or use wildcards * or ? as explained above.

Click Find.

Result: The iViews found are displayed in the iView List and sorted by relevance, where possible. Otherwise, they are sorted alphabetically.

Adding iViews to the current page

To add an iView to the current page, select the check box next to its name.

Click Apply to save your changes. If you do not want to save your changes, click Close.

Removing iViews from the current page

To remove an iView from the current page, deselect the check box next to its name.

Click Apply to save your changes. If you do not want to save your changes, click Close.

…

© SAP AG CR100 14-25

…

Modifying the iView List Display (several options)

If you want to display only the iView names, do not select Display Details. To display all available information on an iView, either select Display Details or click the name of a specific iView.

The iView list is sorted alphabetically by default. You can also sort by date by selecting Date from the Sort by drop-down list.

All iViews are displayed in the iView list by default. You can limit the display to those iViews that are currently selected or not selected by choosing Selected or Not Selected, respectively, from the Display drop-down list.

The following iView function links are available for each selected iView in the iView list:

Personalize accesses the Personalize iView dialog box. For more information, see Personalizing iViews. This link is available only for iViews other than Yahoo iViews.

Preview opens the iView in a new browser window.

Delete deletes the current iView from the iView list. Note that you can delete only iViews you created yourself (for example, search results).

© SAP AG CR100 14-26

SAP AG 2004

People-Centric CRM – Modify Layout

22

Select page layoutSelect page layout

SAP standards recommend full page,

narrow-wide, and narrow-medium-narrow

as page layout

Drag Drag iViewsiViews to change orderto change order

11

Setting Your Page Layout Use: You can customize the layout of a portal page by defining the width of page columns, and rearranging the iViews displayed on the page. You can also add and remove iViews from the page display. When a page is created, the portal administrator defines whether the page can be changed. If you are not allowed to change the current page, the Personalize Page link is deactivated.

Prerequisites: The current page has not been locked by the administrator. Procedure

In the portal title area, click Personalize Page. Under Personalize Page, click the Layout tab. In the Select page layout section of the dialog box, specify the column widths you want to use on your page by selecting one of the following radio buttons. The display changes when you click one of the radio buttons. - Single full-width column - Side-by-side medium columns, each taking up 50% of the horizontal space - Narrow + wide columns - Wide + narrow columns - Narrow + medium + narrow columns (available in 1024x768-screen resolution only)

…

© SAP AG CR100 14-27

…

Setting Your Page Layout (continued)

Specify in which column each iView is displayed. A visual indicator next to the iView tells you in which type of column it is best displayed.

The system prompts you about any problems that might occur with regards to your chosen layout. For example, if you choose a wide column for an iView that is normally displayed in a narrow column, a message appears.

Click Apply to save your changes.

Click Close.

Special instructions for IE users

Check the iView list and, if desired, change the column type assignments as follows:

- Click the iView in question, then drag it to the desired column.

Check the order of the iViews in each column and arrange the iViews in the desired order:

- Click the iView in question, then drag it to the desired position in the column.

Setting Your Page Layout (continued)

Special instructions for Netscape Communicator users

Check the iView list and, if desired, change the column type assignments as follows:

- Click the iView in question.

- Click the Left or Right button at the bottom of the screen to move the iView to the desired column.

Check the order of the iViews in each column and arrange the iViews in the desired order:

- Click the iView in question.

- Click the Up or Down button at the bottom of the screen to move the iView to the desired position in the column.

© SAP AG CR100 14-28

SAP AG 2004

People-Centric CRM – Personalize iViews in Portal

Personalizing iViews

Use

Some iViews can be customized to meet your own needs. For example, if an iView retrieves information on the current weather situation in Hong Kong, you might be able to change the default setting to New York, so that the iView retrieves information on the current weather situation in New York. On the other hand, you might want to change the color or layout settings of an iView.

There is no Personalize icon for an External Service running in an iView. The parameters for an External Service can be customized using the Personalize Page function link. For more information, see Personalizing External Services. Some iViews may provide a button for mapping data sources. For information on this feature, see Mapping Data Sources for Single Sign-on.

Prerequisites: The administrator has not locked the iView, and the iView has parameters that can be changed.

Procedure

Click the Personalize icon in the iView title. The iView Personalization dialog box appears.

Adjust the parameters as required. Click Preview to view your changes before saving them.

If you are satisfied with the preview results, click Save. To return to the original iView settings, click Default.

© SAP AG CR100 14-29

SAP AG 2004

People-Centric CRM – Personalize CRM Applications

© SAP AG CR100 14-30

SAP AG 2004

People-Centric CRM – Favorites Objects

Add/ Remove active object to/ from favoritesAdd/ Remove active object to/ from favorites

PredefindedPredefinded and self defined search variantsand self defined search variants

Objects can be added or removed from the list of my favourite objects.

Using the advanced search users can create and store their self defined search variants.

These search variants can be selected and executed from the drop-down listbox.

Also predefined searches (CRM customizing) are shown in the drop down listbox.

© SAP AG CR100 14-31

SAP AG 2004

Technical Infrastructure

Introduction to People-Centric CRMPeople-Centric CRMPeople-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

© SAP AG CR100 14-32

SAP AG 2004

Technical Infrastructure – SAP NetWeaver (1)

.NET

Web-Sphere

…

DB and OS Abstraction

People Integration

Com

posi

te A

pplic

atio

n Fr

amew

ork

Process IntegrationIntegration

BrokerBusiness Process

Management

Information IntegrationBusiness

IntelligenceKnowledge

Management

Life

Cyc

le M

anag

emen

t

Portal Collaboration

J2EE ABAP

Application Platform

Multi-Channel Access

SAP SAP NetWeaverNetWeaver™™

DB and OS Abstraction

Master Data Management

Unify and align people, information and business processes

Integrates across technologies and organizational boundaries

Reduce custom integrationA safe choice with full .NET and J2EE interoperability & extensibilityPreconfigured with business content for shorter time-to-valueAdapter ecosystem for reduced custom integration

The business foundation for SAP and partners

Technical enabler of the Enterprise Services Architecture

SAP NetWeaver unifies and aligns people, information and business processes, integrating across technologies and organizational boundaries. It is a secure choice with full .NET and J2EE interoperability.

SAP NetWeaver is the business foundation for SAP and partners. It powers business-ready solutions that reduce custom integration. Its Enterprise Services Architecture increases business process flexibility.

Cross-functional: Built to run across multiple existing applications and companies, providing predictive, actionable business intelligence

Composite: User-driven and utility-driven orchestration of business processes and automation of end-to-end processes in an adaptable and flexible fashion

Collaborative: Enables teams to achieve common goals in a shared business context, provides analytics for team-driven decision making

Integrative: Built on platform that unifies people, information and business processes, leverages Web services for automated communication

© SAP AG CR100 14-33

SAP AG 2004

Technical Infrastructure –SAP CRM 4.0 and EP 5.0 SP5

Enterprise Portal

Portal Server HostPortal Server Host

Portal ServerPortal Server

Web Server

PageBuilder

iView Server

CRM Server HostCRM Server Host

CRMCRM ServerServer

BW HostBW Host

RDBMS

SAP Business

Warehouse

RDBMS

KnowledgeKnowledge Management Management

KM HostKM Host

Text Retrieval &Information Extraction

With SAP CRM 4.0 and later, the Enterprise Portal is used for People-Centric CRM. The following slides illustrate the technical infrastructure.

Requirements for People-Centric CRM (based on CRM 4.0 SP01):

Enterprise Portal 5.0 SP05, Patch 1, Hotfix 1, including the Knowledge Management Platform (KM)

Business Package for SAP CRM 4.0, 50.1

Business Package for Communication

In addition, the Portal Plug-In (WP Plug-in) must be installed on all backend systems.

The People-Centric CRM component (PCC 4.0) is integrated into the PCD (Portal Content Directory) of the Enterprise Portal solution using iView technology. For more information, see the related Administration Guide for PCC 4.0.

© SAP AG CR100 14-34

SAP AG 2004

Building Portal Pages with iViews and CRM Content

iViews containingCRM Content

Content

httphttp

Browser / PortalBrowser / Portal

Portal RunTime

Portal ServerPortal

ComponentsPortal

Services

Web server

SAP CRM 4.0

Web Application Server

SAP CRM 4.0

Web Application Server

CRM ObjectsCRM ObjectsRFC

The Enterprise Portal provides Navigation and iViews

The Portal accesses the CRM System via RFC to get data.

The CRM System delivers plain data without layout.

The Portal Server creates a complete Portal pages and sends it to the Browser.

© SAP AG CR100 14-35

SAP AG 2004

Building Portal Screens with PC UI Applications

CRM PC UI Application

Browser / PortalBrowser / Portal

Portal RunTime

Portal ServerPortal

ComponentsPortal

Services

Web server

Content

URL

httphttp

http

SAP WASSAP WAS

Connectivity

PC UI Framework

Blueprint TablesBlueprint Tables

CRM Content

CRM ObjectsCRM Objects

ICMICM

The Enterprise Portal provides Navigation and iView as frame for the PC UI Application.

The iView only contains the URL to the Web Application Server with the corresponding BSP Application CRM_BSP_FRAME and the parameters like the specific Application Account Management (appl=CRMM_ACCOUNT) and View (blview=SALESMANVIEW)

The Web Application Server delivers the complete PC UI Application.

ICM receives http requests and routs it to the PC UI Framework which composes the application according to the URL parameters.

The browser communicates now directly with the Web Application Server for server round trips by the PC UI Application.

© SAP AG CR100 14-36

SAP AG 2004

SAP Web Application ServerOpen System Architecture

SAP Web Application ServerSAP Web Application Server

Persistence

ConnectivityInternet Communication Manager

Database Abstraction

Browser / PortalBrowser / Portal

Presentation Layer

JSP, BSP, Tag LibrariesJSP, BSP, Tag Libraries

Business Layer

J2EE / ABAPJ2EE / ABAP

Clear separationPresentation LayerBusiness LayerIntegration Layer

Common ConnectivityDifferent protocols (SOAP, HTTP, SMTP, RFC, FTP)ExpandableAdvanced caching

Common PersistanceDatabase independenceScalable transaction handlingCaching

© SAP AG CR100 14-37

SAP AG 2004

Implementing People-Centric CRM

Introduction to People-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

People-Centric CRMPeople-Centric CRM

© SAP AG CR100 14-38

SAP AG 2004

Implementing People-Centric CRM –Business Packages Definition

salessales agentagent

Business Packagefor Portal Users

BP for SAP CRM

BP for CollaborationBP for Projects

What is a business package?Business Packages are predefined portal applications targeted to a set of related roles or to a specific application system.

SAP Portals Business Packages contain pre-assembled content for completing business tasks to empower everyone in your organization to obtain relevant information, make effective decisions, take appropriate action, and collaborate with others.

The Business Package for Portal Users and mySAP CRM are required.

The usage of other Business Packages depends on the business scenario.

The documentation of the Business Packages can be found in the iView Studio.

Business Packages (BPs) are compressed files containing all roles, worksets, iViews, and so on.

Business Packages (BPs) can be downloaded from iView studio and uploaded to the Portal server to deploy.

© SAP AG CR100 14-39

SAP AG 2004

Implementing People-Centric CRM –Delivery of Business Packages

Packages are available in the iView Studio at www.iViewStudio.comCustomers can browse the studio to see

contents of business packagesassociated worksets for various user groups

Customers can search based on such criteria as:

back-end componentsroles and tasksindustry segments

Customers can choose from the role templates and can adapt the different roles to their needs.

The iView Studio is the primary delivery mechanism for business packages. It has three primary functions: Informing customers about available packages, worksets, and iViews and making this content available for download

Supporting the developer community in creating new content and offering it to SAP Portals customers

Delivering updates and patches You can find business packages from SAP and from certified and non-certified partners on the Internet at www.iviewstudio.com. On the iViewStudio Web site, you can search for business packages and display details of a business package. To download business packages, you need a user ID, which you can also request on this Web site. This user enables you to access all business packages available. Provided that you possess the licenses required, you can start downloading business packages immediately.

Note: Consultants should always use the customer’s user ID to download business packages from the iViewStudio.

In the content catalog on the iViewStudio, you can find the documentation for the respective business packages. In addition, you can also find support packages for individual business packages here. For more information, visit www.iviewstudio.com. For more information about individual business packages, choose More Information → Documentation.

…

© SAP AG CR100 14-40

…

In some cases, a business package might be listed in the iViewStudio catalog, but not be publicly available for download. These business packages are in restricted shipment and are available only to a limited number of customers at the moment. If you are interested in one of these business packages, either contact the corresponding ramp-up owner or wait until the business package is generally available.

For more information about downloading business packages, visit www.iviewstudio.com and choose About → Product Information & How-to Guides.

After downloading the WinZip file, save and archive it. Because SAP continuously improves its business packages, the file that you download is available for a limited period only.

Preparing for Installation of a Business Package

To prepare for the installation of a business package, it is often necessary to import not only the Portal Plug-In, but also the R/3 Plug-In to the corresponding SAP system. You can read this in the documentation for the respective business package, either in the Business Package Overview or in the Technical Description.

In many cases, you require either an Internet Transaction Server (ITS) or an SAP Web Application Server (WAS) to support display of iViews from backend systems. In the business package documentation, you can read the prerequisites for this. Some business packages have other prerequisites, which you can also find out from the documentation, for example, Plug-In requirements, backend-dependencies and latest information in SAP Notes. You must read the documentation to prepare for the implementation correctly. Above all, this gives you an impression of what tasks you have to perform after importing the business package, for example, which settings in SAP R/3 you need to customize. You should plan the resources required for these tasks.

© SAP AG CR100 14-41

SAP AG 2004

Customizing People-Centric CRM

Customizing Roles

Customizing Applications

Technical Basis of Blueprint Applications

Introduction to People-Centric CRMPeople-Centric CRMPeople-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

© SAP AG CR100 14-42

SAP AG 2004

Customizing People-Centric CRM –Assigning a User to a Role (1)

User Management System(LDAP Directory)

Portal

Role 1

Role 2

Role 3

Group 1

Group 2

User 1

User 2

User 3

User 1

User 2

Assigning a Group to a Role

LDAP: Lightweight Directory Access Protocoll The SAP Enterprise Portal is an easy-to-use tool for assigning roles to users and groups or, conversely, for assigning users or groups to roles.

Assigning Users and Groups to Roles Prerequisites: The administrator role is assigned to you. The procedure is the same as for assigning roles to users and groups except that you choose Edit for a role in the first screen. In the second screen, you choose the users and groups that you wish to assign to the role.

Assigning Roles Use

You can insert a role in a role and change it within the role. In this case you change a role with a delta link. Note that this change is only made locally in the added role. It has no central effect. This means that other roles will not be affected by the change if the role was also added to other roles. The original role that was added to the role is not affected by the change.

If you change a role directly (that is, not locally within a role), it will affect all the roles to which this role was added. You can find out how to change roles directly by reading "Changing Existing Roles" later in this unit.

If you use roles that do not belong to your namespace (for example the roles contained in business packages) in the Enterprise Portal and want to change their contents, you should only make these changes with a delta link.

© SAP AG CR100 14-43

SAP AG 2004

Customizing People-Centric CRM –Assigning a User to a Role (2)

Procedure for Assigning Roles

Place a role in the edit area where you want to add content objects.

In the relevant object catalog the view area, select a role and click on it.

In the edit area, click on the position where you want to add the role and choose Add. The role is added to the role. Note: You can also add objects to a role by dragging and dropping.

If required, you can now change the role in your role, for example, by creating new folders, adding worksets, deleting entries, and adding services, master iViews, and pages. In this case you should use a delta link. You must always use this method for objects that do not belong to your namespace.

Result

You have assigned users and groups to a role. When the user logs on, he or she will see the top-level navigation and portal pages defined in the roles assigned to him or her.

© SAP AG CR100 14-44

SAP AG 2004

Customizing People-Centric CRM – Copying a Role

4

3

21

Copying a Role

Use: You can copy an existing role and then edit the copied version.

Procedure

Select a role in the role catalog in the view area and click on the object.

Choose Create Copy (this creates a copy of the original role). You now see the copied role with the suffix "CP" after the name in the role catalog below the original role.

Move the copied object to the edit area with Edit.

Edit the copied role by changing the title and name of the role appropriately and adding new entries or removing existing ones

Save your role. The role appears in the view area in the role catalog under its new name.

© SAP AG CR100 14-45

SAP AG 2004

Customizing People-Centric CRM –Changing Existing Roles

Changing Existing Roles

Use: You can also move an existing role to the edit area to be changed. Do not carry out this procedure for roles that do not belong to your own namespace. Use the delta link method instead.

Procedure

Select a role in the role catalog in the view area and click on the object.

Choose Edit (this changes the original). The object to be edited is moved from the view area to the edit area of the Role Editor. Caution: If a warning is displayed when you move a role to the edit area for modification, the person who created this role has protected it against changes. In this case you should not edit the role.

You can edit the object by adding new entries or removing existing ones. You see only the changes to the edited object in the view area when the role has been saved.

Save your role.

Result

You have now changed the role directly. This means that the change is visible in all the roles to which this role is added.

…

© SAP AG CR100 14-46

…

Modifying Portal Roles Delivered by SAP

You should never modify roles delivered by SAP (such as the role for the portal administrator and the Knowledge Management administrator). Always use the procedure described in "Changing Existing Roles." Modification means a change to an object that is not in your namespace.

If you want to adjust or change an object that does not belong to your namespace, always use the delta link procedure. Also read Delta Links and Upgrade of Business Packages.

© SAP AG CR100 14-47

SAP AG 2004

Customizing People-Centric CRM –View Customizing (1)

Links to the CRM applicationsare already shipped with the Business Package.You can customize them to personalize the view on anapplication.

© SAP AG CR100 14-48

SAP AG 2004

Customizing People-Centric CRM –View Customizing (2)

Attribute specifying CRM Application

Attribute specifying View

CRM uses an approach where only one BSP application exists (CRM_BSP_FRAME). All the various applications like Account Management, Opportunity Management and so on are managed internally by a URL parameter known as APPL. The personalization is realized by the BLVIEW parameter.

Both parameters are defined in the additional Query String of the URL.

© SAP AG CR100 14-49

SAP AG 2004

Administration of PC-UI Applications: Summary

workset: Z23_SalesRep

folder: Z23_AccountMgt

external service: Z23_Accounts

Application: Z23CRMM_ACCOUNTS view: ZCR10023

appl=Z23CRMM_ACCOUNTS&sap-syscmd=nocookie&blview=ZCR10023

Enterprise Portal: Content and Portal Admin

CRM Web AS: IMG Customizing: Blueprint Application Builder, CRM Designer

entry pointx

= user: CRM-23 role: Z23_SalesRep

© SAP AG CR100 14-50

SAP AG 2004

Customizing People-Centric CRM

Customizing Roles

Customizing Applications

Technical Basis of Blueprint Applications

Introduction to People-Centric CRMPeople-Centric CRMPeople-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

© SAP AG CR100 14-51

SAP AG 2004

Customizing People-Centric CRM –Architecture Diagram

CRM DESIGNER ARCHITECTURE

CLIENT SERVER

Windows 32 Environment

Web Browser

CRM SERVER

BLUEPRINTAPPLICATION

BUILDER

CRM DESIGNER

DES

call

http

http

CRM UI Framework

Blueprint XML SERVER

& CONVERTER

Blueprint + Customizing LayoutTables

call

You start the Blueprint Application Builder from CRM Customizing. The Blueprint application starts in a Web browser window.

In the Blueprint Application Builder you can select single screen parts for customizing.

Then you start CRM Designer from the Blueprint Application Builder.

CRM Designer receives Customizing data in an XML file from the CRM Server.

© SAP AG CR100 14-52

SAP AG 2004

Customizing People-Centric CRM – Starting BAB

Blueprint Application Builder supports the customizing and analysis of your applications.

It gives a preview on certain application parts. You can select single application parts for customizing.

You can copy complete applications with Blueprint Application Builder (BAB).

You can copy customizing to a different view.

© SAP AG CR100 14-53

SAP AG 2004

Functions of the Blueprint Application Builder

Select Application and View

Refresh Preview

Select Transport Request

Save Application with new name

Copy to new View

Select Screen Elements for Editing with Designer

Start CRM Designer

Blueprint Application Builder offers the following functions:

Load and preview applications and certain views on applications

Select or create transport requests to record your changes

Copy selected application to a new one

Copy selected application or view on application to a new view

Selection of the application parts you want to customize

Analyze application details

Start CRM Designer to customize selected screen parts

© SAP AG CR100 14-54

SAP AG 2004

Designer

CRM Designer starts with the preview of the form viewFields can be added, removed or rearrangedTabs and Buttons can be rearranged or deactivated

Customize Fields

Fields can be added via the menu

CRM Designer offers a list with all fields available for the specific screen part

Fields can be randomly placed on the screen

Fields can be deleted from list view and form view

Customize Tabgroups

Order of tabs can be rearranged

Tabs can be deactivated

Customize Toolbars

Order of buttons can be rearranged

Buttons can be deactivated

© SAP AG CR100 14-55

SAP AG 2004

Saving Changes

CLIENT SERVERWindows 32 Environment

Web Browser

CRM SERVER

BLUEPRINTAPPLICATION

BUILDERDES

http CRM UI Framework

Blueprint XML SERVER

& CONVERTER

Blueprint + Customizing LayoutTables

call

CRM Designer stores the customizing information in an XML file, which is returned to the Web Application Server.

XML Converter transforms information from the XML file back to Customizing and Layout tables.

© SAP AG CR100 14-56

SAP AG 2004

Customizing People-Centric CRM

Customizing Roles

Customizing Applications

Technical Basis of Blueprint Applications

Introduction to People-Centric CRMPeople-Centric CRMPeople-Centric CRM

Technical Infrastructure

Customizing People-Centric CRM

Implementing People-Centric CRM

© SAP AG CR100 14-57

SAP AG 2004

Introduction to People-Centric CRM –Special Elements on the Screen

Search Group

Toolbar Group

Toolbar GroupTabstrip Group

Field Group

People-Centric applications are composed of single parts.

Each part is defined separately in Customizing.

© SAP AG CR100 14-58

SAP AG 2004

Introduction to People-Centric CRM –Blueprint Tables and Customizing

Application 3

Application SetToolbars

Tabstrips

Events

Searchgrp

Model

Application 2

Application 1

Applications are defined via Customizing entries in blueprint tables. This allows reuse and easy adaptation of preconfigured content such as toolbars, tabstrips, field groups, and events.

The layout of the application is separated from the Business Logic

The layout of all applications is stored in Customizing tables

The single elements are defined in separate tables

The different elements are combined to a complete layout of an application

The FRAMEWORK reads these tables and generates the layout of the table settings

All elements can be customized either by using Tools or directly in CRM Customizing

© SAP AG CR100 14-59

SAP AG 2004

Introduction to People-Centric CRM –Model-View-Controller Concept

Controller ModelViewUse

r Inp

utD

ispl

ay

Connection to tables and applications

Read/write data

Communicate with the data providing model

Displays information as HTML page

Generates the view

Input is passed on to controller(s)

The controller receives data entered by the user via the view and calls business logic through the interaction layer of the model.

The model processes the data

The controller receives data from the model after data processing and decides now how to display the data.

The controller calls the specific views to display the data.

© SAP AG CR100 14-60

SAP AG 2004

Introduction to People-Centric CRM –PCC CRM – UI Architecture

User InputD

ispl

ay

Controller ModelView

Controller1

Controller2

Controller3

Main Controller

Blueprint TablesInteraction Layer

Pattern-Based

Search Area View

Result List View

Detail Area View

QU

ERY

REA

D

...

Model Access Layer

ProductMaster

Account

Customer Order

The controllers form the main parts of the framework. SAP delivers several controllers to offer different views on data such as list view, hierarchy, and HTML.

Each screen part (search, search result, detail area) has its own controller.

The controller receives data entered by the user and calls business logic through the interaction layer of the model.

The controller receives data from the model after data processing and decides now how to display the data.

The controller calls the specific views to display the data.

© SAP AG CR100 14-61

SAP AG 2004

People-Centric CRM: Unit Summary

You are now able to:Describe the technical infrastructure

List the main implementation steps for People-Centric CRM

Customize relevant parts of mySAP CRM 4.0 and SAP Enterprise Portal 5.0

© SAP AG CR100 14-62

© SAP AG CR100 14-63

Exercises

R-

Unit: Introduction into People-Centric CRM Topic: Get familiar with the People-Centric UI for the

Application “Account”

At the conclusion of this exercise, you will be able to:

• Explain the generic People Centric UI functionalities

• Describe the Pattern based layout of the People Centric CRM Applications

URL, User and Passwords are given by the Trainer

1-1 Get familiar with the People Centric UI Functionalities

1-1-1 Log On to the Enterprise Portal.

Link, user and Password are provided by your Trainer.

1-1-2 Select Application Accounts in the Account Management Topic.

Open Advanced Search.

Search for Accounts with postal code 98*.

Save your search by giving an identifier ZCR100Search##.

Describe what exactly is saved

________________________________________________________

________________________________________________________

1-1-3 Personalize the Search Result list.

Choose the personalization link and select and deselect fields.

1-1-4 Filter your search result list by the City “Seattle”.

1-1-5 Sort your search result list by house numbers.

1-1-6 Change from List View to the Form View in the search result list.

Is there a difference?

__________________________________________________________

__________________________________________________________

© SAP AG CR100 14-64

1-1-7 Browse through the different Tabs.

Select the Tab “Sales Area”.

What happens to your screen?

__________________________________________________________

__________________________________________________________

© SAP AG CR100 14-65

R-

Unit: Customizing People-Centric CRM Topic: Conduct CRM-specific Customizing in EP 5.0

At the conclusion of this exercise, you will be able to:

• Create and Customize Roles

• Create Worksets

• Assign users to Roles

In this exercise we enter cross client customizing of original SAP Objects. Please do not make changes to any SAP objects! Otherwise exercise for all participants will be disturbed or even impeded.

Replace all ## mentioned in this exercise by your group number in case of system entries.

URL, User and Password are given by the Trainer.

2-1 Create a new role in Enterprise Portal

Enter the Enterprise Portal with an Admin-User

2-1-1 Create a new Role in EP

Start Content Admin → Roles in the Portal Navigation.

Select “Role” in the drop-down listbox “Create new” in the edit area.

Press Button Create.

2-1-1-1 Enter Name, ID and Description

Name: Z## CR100 Sales Representative

ID: Z##_CR100_SalesRep

Description: Enter a description for your Role

Click on the Next Button.

2-1-1-2 Select Maintenance Language

Click on Next.

Click on Finish.

© SAP AG CR100 14-66

2-1-1-3 Search for your new Role

Type in Z##* in the field Search in the left column. Click on Search

Select your role in the left column.

Click on Edit.

Your new role is focused in the Edit area.

2-1-2 Create a New Workset

The Workset is an instrument to structure your content and to construct the navigation structure of your role .

2-1-2-1 Create new Workset

Select “Workset” in the Drop-Down List box on top of the Edit Area of the Portal Content Admin.

Click on the Create button.

2-1-2-2 Enter Name, ID and Description

Enter values for attributes

Name: Workset CR100 SalesRep ##

ID: Z##_CR100_Workset

Description

Press Next.

Select maintenance language.

Press Finish

2-1-3 Assign Workset to Role

2-1-3-1 Open your Role in the edit Area.

(only necessary if you’re role isn’t still open in the edit area.)

Select “Role” in the Drop-Down Listbox Show.

Search for Role “Z##*”

Select your Role.

Press Edit to take the role to the edit area.

© SAP AG CR100 14-67

2-1-3-2 Add Worksets to Role

Select “Workset” in the Drop-Down Listbox Show in the View Area.

Search for Workset Z##*

Select the Workset Z##_CR100_Workset.

Select your Role in the Edit Area.

Press Add to add the Workset to the Role.

Select “Workset” in the Drop-Down Listbox Show in the View Area.

Search for Workset *Accounts

Select the Workset com.sap.pct.crm.SalesRep.Accounts.

Select your Role in the Edit Area.

Press Add to add the Workset to the Role.

Save your Role.

2-1-3-3 Change Entry Points

Check if the check-box “is Entry Point” is checked for the Folder Account.

Explain the functionality of the setting “is Entry Point“.

2-1-4 Assign User to the new Role Z##_CR100_SalesRep

Go to Portal Admin → Role Assignment

Search for the User CRM-##

Edit your user.

Search for the Role Z##* in the right column Role Assignment.

Select the Role Z##_CR100_SalesRep

Click on Add

Save your settings (left column Role Assignment).

2-1-5 Check your Customizing in the Portal

Log off the Portal

Log on to the Portal.

Check the role.

Which External Services are available now?

________________________________________________________________

________________________________________________________________

© SAP AG CR100 14-68

© SAP AG CR100 14-69

R-

Unit: Customizing People-Centric CRM Topic: BAB & Designer

At the conclusion of this exercise, you will be able to:

• Explain Functionality and Interaction of BAB and Designer

• Customize Views for Applications

Do not use any other views than the ones described in the exercises, since this could affect the other exercises in the course.

Replace the ## terms in this exercises by your group number in case of system entries.

Prerequisite: You need to have a local Installation of the Tool CRM Designer on your client PC to run the exercise. You can download it from the SAP service marketplace and install it locally on your PC.

http://service.sap.com/patches

SAP CRM → SAP CRM 4.0 → Binary Patches → CRM Designer 4.0 → Win32

Or use the Citrix Server Installation (Link given by the Trainer.)

3-1 Create a View in the Customizing

3-1-1 Enter Customizing using transaction SPRO. Choose SAP Reference IMG

Enter Customizing Path:

Customer Relationship Management → Layout of User Interface (People-Centric UI)→ Application/Layout → View Create your own view ZCR100## View for Group ##

3-1-2 Start Customizing with the Blueprint Application Builder

3-1-2-1 Start BAB

Customer Relationship Management → Layout of User Interface (People-Centric UI) → Application/Layout → Blueprint Application Builder

© SAP AG CR100 14-70

3-1-2-2 The BAB is started in a browser window.

Click on Display Technical Names.

Select Application CRMM_ACCOUNT and View ZCR100##

Click on Load Application.

Create your own Transport Request:

Open the Save Menu.

Click on button Create Transport Request

____________________________________________________

____________________________________________________

3-1-2-3 Select Detail Area 1 in the selection box

Start a search for accounts in the preview area. Select an account in the result list. Now the detail areas are displayed in the preview area.

If you open the Detail Area 1 box you can see the keys of the elements used to build the Interaction History tab like Event, Tab Page, Toolbar and Field Group.

Select Detail Area 1 in the Screen Area Drop-Down listbox.

Start CRM Designer by clicking on the Designer Button.

____________________________________________________

3-1-2-4 Insert Field Created by

Notes about your changes:

____________________________________________________

____________________________________________________

3-1-2-5 Delete Fields you don’t want to see any more

Notes about your changes:

____________________________________________________

____________________________________________________

3-1-2-6 Move Fields on your screen Notes about your changes:

____________________________________________________

____________________________________________________

____________________________________________________

© SAP AG CR100 14-71

3-1-2-7 Save your changes in Designer

3-1-2-8 Check Changes in BAB

Remember press Preview and to toggle to Form View

3-1-2-9 Save your changes in BAB

Otherwise your changes are not stored in the system.

3-1-2-10 Select the List entry in the Edit menu of Designer

De-select and move Fields

Save your changes

3-1-2-11 Check Changes in BAB

Remember to press Preview and to toggle to Form View

____________________________________________________

Save your changes in BAB

3-1-2-12 Check changes in the Portal

Open the Enterprise Portal and log on with your user and password.

Open the Account Application.

Can you see the changes?

_____________________________________

Why?

_____________________________________

© SAP AG CR100 14-72

3-1-2-13 Start the Account Application “Account” with the view parameter

• Enter ABAP Workbench (Transaction se80).

• Select BSP Application.

• Type in CRM_BSP_FRAME as ID of the BSP Application.

• Press the Display icon.

• Open Folder “Pages with Flow Logic”.

• Select page “select.htm”.

• Click on right mouse button and choose Test.

• Type in your user and password for the CRM System if required.

• Select the application account. The Account application starts in the browser.

• Click into the end of the URL and add the term &blview=ZCR100## to the URL string.

• Press Enter to reload the application

Check the differences

© SAP AG CR100 14-73

R-

Unit: Customizing People-Centric CRM Topic: Creating a Copy of an existing Application

At the conclusion of this exercise, you will be able to:

• Do the necessary Customizing settings for new People-Centric Applications

• Create entries in Main Blueprint Table

• Customize External Service in Enterprise Portal

• Replace the parts “##” with your own Group number when you make system entries.

• Create your own Customizing or Workbench Request when the system asks you to. Use these Requests throughout the whole Workshop.

• Always use the additional key field View “ZCR100##” created in Exercise 3 even if its not mentioned in the single step.

• Do not use any other views than the ones described in the exercises, since this could affect the other exercises in the course.

• Do not make any changes to SAP objects. Please use customer namespace only.

4-1 Create a copy of an Application

Go to Customizing using transaction SPRO and start the Blueprint Application Builder.

4-2 Open application Contact Persons.

Select application Contacts and open it in BAB.

Create a transport request.

Copy the application to the new application. Therefore expand the Save and the Save as… area.

Application (Key) Z##CRMM_CONTACT Application Z## Contact Person CR100

Save your entries.

© SAP AG CR100 14-74

4-3 Create a Link to your new application in the Portal

Enter the Enterprise Portal with your user and password.

4-3-1 Create a new External Service

Content Admin → Roles Search in the Role Editor for the External Service *MaintainContacts

Click on the “Create Copy” Button.

Start again a Search. This time enter the search term *MaintainContacts*.

You receive a second External Service with the name … MaintainContacts_cp.

Mark this new Workset and click on the Edit Button.

Change the value of the attribute application (appl) in the field additional query string to Z##CRMM_CONTACT instead of CRMM_CONTACT. The settings are case-sensitive.

Add the following to the end of the string: “&blview=ZCR100##”

Change the ID to Z##_MaintainContacts.

Delete the ID Prefix.

Change the name of the External Service to Z## CR100 Contacts.

Save your changes.

4-3-2 Add the New External Service to your Workset.

Search for Workset Z##*

Edit your workset in the Portal Content admin by clicking on the Edit Button.

Type the ID of your new Folder “Z##_Account”.

Click on “New Folder”.

Check the “Is Entry Point” Check box.

Add the External Service Z##_MaintainContacts to your Workset.

Search for External Services Z##_MaintainContacts in the View Area.

Select the entry and Drag and Drop it to the “Z##_Account” folder of your Workset.

Save your Entries.

© SAP AG CR100 14-75

4-3-3 Check changes in your role definition

Are there any changes in your role? Describe the changes.

________________________________________________

________________________________________________

You haven’t changed anything in your role. Why can you see the changes?

Describe the systematic behind External Services, Worksets and roles regarding the phenomena you have described above.

___________________________________________________

___________________________________________________

___________________________________________________

Save your changes

Check the changes in Enterprise Portal

Access the Portal with User assigned to your customized role.

Open the Z##Contacts Application

© SAP AG CR100 14-76

© SAP AG CR100 14-77

R-

Optional

Unit: Customizing People-Centric CRM Topic: Analyze the definition and Customizing of the People-Centric UI in the CRM System

At the conclusion of this exercise, you will be able to:

• Explain the application definition

• Explain the single objects of an application

In this exercise we enter cross client customizing of original SAP Objects. Please do not make changes to any SAP objects! Otherwise exercise for all participants will be disturbed or even impeded.

Replace the XX terms in this exercises by your group number in case of system entries.

5-1 Check the definition of the Application Account in the CRM System

Enter the CRM Enterprise System.

Enter Customizing (Transaction SPRO).

Open Customizing Path CRM Layout of User Interface Application/Layout (You can also enter directly Transaction CRMC_BLUEPRINT_C.)

Enter the topic “Define Application Layout”.

Select the Application “CRMM_ACCOUNT”.

Change to edit mode.

Import S-Table Entries if Customizing Tables are empty.

5-1-1 Check, which Field Groups are used at the initial Screen call (Event INIT).

Hint: Check for entries without view definition.

Search Area: _______________________________________________

Search Result: _______________________________________________

Detail Area 1: _______________________________________________

5-1-2 Enter your SAP Portal.

© SAP AG CR100 14-78

5-1-3 Check the search result list again.

5-1-3-1 You can see Buttons on the top. Where are they defined in the customizing? (Please Insert Customizing Path and specific Customizing element.)

__________________________________

__________________________________

5-1-3-2 Compare the definition with the Portal.

5-1-4 Check the settings for the Detail Area

5-1-4-1 Each object has a lot of information. To have a better overview on the object you can split the information to logical data parts and display them on different tab pages.

Where are the tabs defined?

(Please Insert Customizing Path and specific Customizing element.)

________________________________________________________ ________________________________________________________ ________________________________________________________

Which tabs are available in the application Accounts?

__________________________________

Please click on the “Opportunities” tab. Which elements are replaced on the screen? ________________________________________________________ ________________________________________________________ ________________________________________________________

© SAP AG CR100 14-79

5-1-5 Check which fields are offered for the Opportunity tab .

5-1-5-1 In which element of customizing are the fields defined?

(Please Insert Customizing Path and specific Customizing element.)

____________________________________________

5-1-5-2 Which fields are available on the tab? ________________________________________________________ ________________________________________________________ ________________________________________________________

________________________________________________________ ________________________________________________________ ________________________________________________________

________________________________________________________ ________________________________________________________

5-1-5-3 Can you see the field Contact Person in the list? __________________________________

5-1-5-4 Toggle to Form View. Can you see the field Contact Person now?

__________________________________ Why is there a difference, how can you customize it? __________________________________ __________________________________ __________________________________

© SAP AG CR100 14-80

© SAP AG CR100 14-81

Solutions

R-

Unit: Introduction into People-Centric CRM Topic: Get familiar with the People-Centric UI for the Application “Account”

1-1 Get familiar with the People Centric UI Functionalities

1-1-1 Log On to the Enterprise Portal with the User provided to you by your trainer.

Type in URL in a web browser window. The URL is given by the trainer. You get a log-on screen. Type in User and Password given by the trainer. The SAP Enterprise Portal starts.

1-1-2 Select Account Management.

Open Advanced Search.

Search for Accounts with postal code 98*.

Save your search by giving an identifier ZCR100Search##.

The search attributes are saved, not the search result list. If you select your predefined search the next time, the system starts again the search with exactly the same search attributes.

© SAP AG CR100 14-82

1-1-3 Personalize the Search Result list.

Choose the personalization link in the search result list of the Account application and select and deselect fields. You can add fields to your list, delete fields from your list or change the order of the fields. This personalization is saved on user base and also available next time you enter the application in the Portal.

1-1-4 Filter your search result list.

Click on button “Filter on” in the search result list. A new empty line appears on top of the result list. Type in “Seattle” in the column City and click on the Filter symbol in the first column. The list reduces and only Customers from Seattle remain in the list.

© SAP AG CR100 14-83

1-1-5 Sort your search result list.

Sort your list by house numbers. Click on the header description of the column House Number. The list gets sorted. Click twice and the sorting gets inverted.

1-1-6 Change from List View to the Form View.

Is there a difference?

Select an account in the list and press the toggle button on the left hand side of the search result list.

The information of the selected account is shown now in a from view. You can see much more details for the selected account. The information is semantically grouped in several Screen Groups (grey “boxes” with headlines).

1-1-7 Browse through the different Tabs.

Select the Tab “Sales Area”.

What happens to your screen?

The application shows a second detail area (Sales/Billing/Shipping). This area is displayed in form view and shows details for the above selected sales area.

© SAP AG CR100 14-84

© SAP AG CR100 14-85

R-

Unit: Customizing People-Centric CRM Topic: Conduct CRM-specific Customizing in EP 5.0

2-1 Create a new role in Enterprise Portal

Enter the Enterprise Portal with an Admin-User

2-1-1 Start Content Admin → Roles in the Portal Navigation.

Select “Role” in the drop-down listbox “Create new” in the edit area.

Press Button Create.

2-1-1-1 Enter Name, ID and Description

Name: Z## CR100 Sales Representative

ID: Z##_CR100_SalesRep

ID Prefix: [None – do not fill this field!!!]

Description: Enter a description for your Role, e.g. Z## CR100 Workshop Role Click on the Next Button.

© SAP AG CR100 14-86

2-1-1-2 Select Maintenance Language

Click on Next.

Click on Finish.

2-1-1-3 Search for your new Role

Type in Z##* in the field Search in the left column. Click on Search

Select your role in the left column.

Click on Edit if it’s not already shown in the edit area.

Your new role is focused in the Edit area.

2-1-2 Create a New Workset

The Workset is an instrument to structure your content and to construct the navigation structure of your role.

2-1-2-1 Create new Workset

Select “Workset” in the Drop-Down List box on top of the Edit Area of the Portal Content Admin.

Click on the Create button.

2-1-2-2 Enter Name, ID and Description

Enter values for attributes

Name Workset CR100 SalesRep ##

ID Z##_CR100_Workset

ID Prefix: [None – do not fill this field!!!]

Description:…

Press Next.

Select maintenance language.

Press 2-1-3-1

© SAP AG CR100 14-87

2-1-3 Assign Workset to Role

2-1-3-1 Open your Role in the edit Area.

(only necessary if you’re role isn’t still open in the edit area.)

Select “Role” in the Drop-Down Listbox Show.

Search for Role Z##*

Select your Role.

Press Edit to take the role to the edit area.

2-1-3-2 Search for you’re your Workset in the View Area.

Select “Workset” in the Drop-Down Listbox Show.

Search for Workset Z##*

Select your Workset.

Select your Role in the Edit Area.

Press Add to add your Workset to the Role.

Select “Workset” in the Drop-Down Listbox Show.

Search for Workset *Accounts

Select the Workset com.sap.pct.crm.SalesRep.Accounts.

Select your Role in the Edit Area.

Press Add to add the Workset to the Role.

Save your Role.

Open the content of the Workset by clicking on the Workset Link in the Role.

The Entry Point defines a topic as link in the first level navigation. The content of the level below is shown as links in the second level navigation.

Now the Account Management Folder is shown as First Level Navigation Entry Point and all pages and External Services below are shown as entries in the Second Level Navigation.

© SAP AG CR100 14-88

2-1-4 Assign User to the new Role Z##_CR100_SalesRep

2-1-4-1 Assign User to the new Role Z##_CR100_SalesRep

Go to Portal Admin → Role Assignment

Search for the User CRM-##

Click on Edit.

Search for the Role Z##* in the right column Role Assignment.

Select the Role Z##_CR100_SalesRep

Click on Add

Save your settings (left column Role Assignment).

2-1-5 Check your Customizing in the Portal

Log off the Portal

Log on to the Portal.

Check the role

Which External Services are available now?

The External Services Accounts, Contacts and Price Lists are available.

© SAP AG CR100 14-89

R-

Unit: Customizing People-Centric CRM Topic: BAB & Designer

Prerequisite: You need to have a local Installation of the Tool CRM Designer on your client PC to run the exercise. You can download it from the SAP service marketplace

http://service.sap.com/patches

SAP CRM – SAP CRM 4.0 – Binary Patches – CRM Designer 4.0 – Win32

Or use the Citrix Server Installation (Link given by the Trainer.)

3-1 Create a View in the Customizing

3-1-1 Enter Customizing using transaction SPRO. Choose SAP Reference IMG.

Enter Customizing Path:

Customer Relationship Management → Layout of User Interface (People-Centric UI)→ Application/Layout → View Change into edit mode by clicking on the pencil icon.

Create your own view ZCR100## View for Group ##

Save your entries. Create your own transport request if required.

3-1-2 Start Customizing with the Blueprint Application Builder

3-1-2-1 Start BAB

Customer Relationship Management → Layout of User Interface (People-Centric UI) → Application/Layout → Blueprint Application Builder Type in your CRM user and password if required.

© SAP AG CR100 14-90

3-1-2-2 The BAB is started in a browser window.

Click on Display Technical Names

Select Application CRMM_ACCOUNT and View ZCR100##

Click on Load Application.

Create your own Customizing Request:

Open the Save Menu.

Click on button Create Transport Request

____________________________________________________ ____________________________________________________

3-1-2-3 Select Detail Area 1 in the selection box.

Start a search for accounts in the preview area. Select an account in the result list. Now the detail areas are displayed in the preview area.

If you open the Detail Area 1 box you can see the keys of the elements used to build the Interaction History tab like Event, Tab Page, Toolbar and Field Group.

Start CRM Designer by clicking on the Designer Button.

____________________________________________________

3-1-2-4 Insert Field Created by

Open the Menu Insert → Field.

Select the field Created by from the list.

Place it somewhere on the screen.

3-1-2-5 Delete Fields you don’t want to see any more

Mark description an field you don’t want to see anymore on the screen. Press the delete key of your keyboard.

Notes about your changes:

____________________________________________________ ____________________________________________________

© SAP AG CR100 14-91

3-1-2-6 Move Field

Mark description and field you want to move.

Place it somewhere else on the screen.

Notes about your changes:

____________________________________________________ ____________________________________________________

____________________________________________________

3-1-2-7 Save your changes in Designer

3-1-2-8 Check Changes in BAB

Remember press Preview and to toggle to Form View

3-1-2-9 Save your changes in BAB

Until now changes are only stored with temporarily in the system. By saving now the changes become persistent.

3-1-2-10 Select the List entry in the Edit menu of Designer

Open the Menu Edit → List. Select fields you don’t want to see anymore on the screen. Delete it by clicking on the black X.

You can change the order of the fields by marking a field and moving them using the black arrows.

Save your changes

3-1-2-11 Check Changes in BAB

Remember to press Preview and to toggle to Form View

____________________________________________________ Save your changes in BAB.

© SAP AG CR100 14-92

3-1-2-12 Check changes in the Portal

Open the Enterprise Portal and log on with your user and password.

Open the Account Application.

Can you see the changes?

We don’t see the changes so far, because we haven’t assigned our view on the application to any Role yet.

Open the Account Application

Open the Enterprise Portal and log on with your user and password.

Open the Account Application.

You can’t see the changes because the application is still called without the view parameter.

© SAP AG CR100 14-93

3-1-2-13 Start the Account Application “Account” with the view parameter

• Enter ABAP Workbench (Transaction se80).

• Select BSP Application.

• Type in “CRM_BSP_FRAME” as ID of the BSP Application.

• Press the Display icon.

• Open Folder “Pages with Flow Logic”.

• Select page “select.htm”.

• Click on right mouse button and chose Test.

• Type in your user and password for the CRM System if required.

• Select the application account. The Account application starts in the browser.

• Click into the end of the URL and add the term &blview=ZCR100## to the URL string.

• Press Enter to reload the application

Now you should see all of your customizing.

© SAP AG CR100 14-94

© SAP AG CR100 14-95

R-

Unit: Customizing People-Centric CRM Topic: Creating a Copy of an existing Application

4-1 Create a copy of an Application

Go to Customizing using transaction SPRO and start the Blueprint Application Builder (for the path see 3-1-2-1).

4-2 Open application Contact Persons.

Select application Contact Person (CRMM_CONTACT if you Display Technical Names) and open it in BAB.

Create a transport request.

Save the application as new application. Therefore expand the Save and the Save as… area.

Application (Key): Z##CRMM_CONTACT

Explanation Z## Contact Person CR100

Save your entries.

4-3 Create a Link to your new application in the Portal

Enter the Enterprise Portal with your user and password

4-3-1 Create a new External Service

Search in the Role Editor for the External Service *MaintainContacts

Click on the Create Copy button.

Start again a Search. This time enter the search term *MaintainContacts*.

You receive a second External Service with the name … MaintainContacts_cp.

Mark this new Workset and click on the Edit Button.

Change the value of the attribute application (appl) in the field additional query string to Z##CRMM_CONTACT instead of CRMM_CONTACT. The settings are case-sensitive.

Add the following to the end of the string: “&blview=ZCR100##”

Change the ID to Z##_MaintainContacts.

Delete the ID Prefix.

Change the name of the External Service to Z## CR100 Contacts.

Save your changes.

© SAP AG CR100 14-96

4-3-2 Add the New External Service to your Workset.

Search for Workset Z##*

Edit your workset in the Portal Content admin by clicking on the Edit Button.

Type in the ID of your new Folder “Z##_Account”.

Click on “New Folder”.

Mark it as Entry Point. After you have marked it as Entry Point the Name of the Folder is shown in bold letters.

Add a the External Service Z##_MaintainContacts to your Workset.

Search for External Service Z##_MaintainContacts in the View Area.

Select the entry and Drag and Drop it to the “Z##_Account” folder of your Workset.

Save your Entries.

4-3-3 Check changes in your role definition

Now you can find a new folder in your role. Below that you can see an external service.

You haven’t changed something in your role. Why can you see the changes?

You can see the changes because you have linked the Workset to your Role. The content of the Workset is now referenced by the role but not copied to the role. You can assign this Workset to many other roles. If you change something in the Workset this changes takes effect in all roles containing this Workset.

Check the changes in Enterprise Portal

Now you can find a new entry in the top level navigation. Below that you can see one link to external services in the second level navigation.

____________________________________________________

Save your changes

Access the Portal with the user assigned to your customized role.

Open the Z##Contacts Application

© SAP AG CR100 14-97

R-

Optional

Unit: Customizing People-Centric CRM Topic: Analyze the definition and Customizing of the People-Centric UI in the CRM System

5-1 Check the definition of the Application Account in the CRM System

Log on to the CRM System.

Enter Customizing (Transaction SPRO).

Open Customizing Path CRM Layout of User Interface Application/Layout (You can also enter directly Transaction CRMC_BLUEPRINT_C.)

Enter the topic “Define Application Layout”.

Select the Application “CRMM_ACCOUNT”.

Change to edit mode.

Import S-Table Entries if Customizing Tables are empty.

5-1-1 Check, which Field Groups are used at the initial Screen call (Event INIT).

Hint: Check for entries without view definition.

Search Area: ACC_SEARCH_04

Search Result: ACC_SRES_01

Detail Area 1: ACC_INT_HISTORY

5-1-2 Log on to the Portal.

5-1-3 Check the search result list again.

5-1-3-1 You can see Buttons on the top. Where are they defined in the customizing? (Please Insert Customizing Path and specific Customizing element.)

Toolbar Group

CRM Layout of User Interface Application Element Toolbar Group Toolbar Group Structure

5-1-3-2 Compare the definition with the Portal.

© SAP AG CR100 14-98

5-1-4 Check the settings for the Detail Area

5-1-4-1 Each object has a lot of information. To have a better overview on the object you can split the information to logical data parts and display them on different tab pages.

Where are the tabs defined?

(Please Insert Customizing Path and specific Customizing element.)

Tab Page Group

CRM Layout of User Interface Application Element Group Tab Page Tab Page Group Structure

Which tabs are available in the application Accounts?

Interaction History, Activities, Opportunities, Relationships, Addresses, Attachments, Notes, Sales Areas, Business Hours, Agreed Business Appts, Marketing, Attributes, Industry Sectors and Identification Numbers.

Please click on the “Opportunities” tab.

Which elements are replaced on the screen?

A new Tab Page Group and a new Field Group are displayed.

5-1-5 Check which fields are offered for the Opportunity tab

5-1-5-1 In which element of customizing are the fields defined? (Please Insert Customizing Path and specific Customizing element.)

Field Group

CRM Layout of User Interface Application Element Field Group Field Group Structure

5-1-5-2 Which fields are available on the tab?

Trans. Type, Description, Start Date, Closing Date, Contact Person, Employee Responsible, Phase, Status, Exp. Sales Vol. and Currency.

Note: The fileds can differ depending on personalization settings.

5-1-5-3 Can you see the field Contact Person in the list?

No.

5-1-5-4 Toggle to Form View. Can you see the field Contact Person now?

Yes

Why is there a difference, how can you customize it?

In the field group customizing you can define whether a field should be displayed in the list and/ or in the form view. Also fields can be added or removed from either the list or the form view using CRM Designer.

© SAP AG CR100 Appendix-1

SAP AG 2004

Appendix: Course Outline

Units1. Overview of CRM Server

Technology and User Interfaces

2. Business Partner

3. Organizational Management

4. Territory Management

5. Product Master

6. Transactional Processing

7. Activity Management

8. Partner Processing

9. Pricing

10. Actions

11. Billing

12. CRM Middleware

13. SAP Solution Manager

14. People-Centric CRM

Appendix

© SAP AG CR100 Appendix-2

SAP AG 2004

Appendix

Base Customizing

CRM Middleware

People-Centric CRM

© SAP AG CR100 Appendix-3

SAP AG 2004

Address Determination

Address 3Delivery address

Correspondenceaddress

Send reminder Applicationprogram

BP Addresses Address Types Transaction

Application Customizing Control

Address 2

Address 1

Deliver goods

Send letter

Standard address

Standard use of addressStandard use of address

BP

Through Customizing, you can ensure that the different addresses of a business partner are determined correctly by the system for the different partner functions in a business process (for example, send invoice to bill-to address).

In the Business Partner master, you enter the different addresses of the business partner. One address is marked as the standard address.

You can assign the addresses to different address types (address usages), which you predefined in the Customizing.

Several addresses can be assigned to the same address type, but only one is marked as the standard address.

© SAP AG CR100 Appendix-4

SAP AG 2004

Customizing for Address Determination

SAP Business Partner – Address DeterminationDefine Transactions

Define Address Types

Assign Transaction to Address Type

CRM – Partner Determination Procedure

Enter Address Transaction for Partner Function in Procedure

SAP Reference IMG:

Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Address determination and so on.

CRM → Basic Functions → Partner Processing → Define Partner Determination Procedure

© SAP AG CR100 Appendix-5

SAP AG 2004

Maintenance of International Address Versions

Enhancement of existing functionsMaintenance of international address versions for

Organizations

Persons

Groups

Contact Persons

Definition of international address versions in the Customizing

Additional maintenance for name and name-dependent attributes

Maintenance of international address versions started from the detailed address view

Print preview for international address versions

The worldwide use of SAP software requires the use of many different fonts. International address versions (or versions for short) are an attribute of Business Address Services that enable addresses to be printed in different fonts depending on the country. In this context, the term different fonts does not refer to special country-specific letters or symbols within a character set, such as vowels with umlauts in German and vowels with accents in French, but rather fonts that consist of their own character sets.

When printing addresses, note that the font of the addresses to be printed is not determined by the current logon language or the logon language at the time of address creation. International address versions enable the same address to be printed in different fonts (or versions), depending on certain parameters.

A Japanese address is to be printed in Kanji (Chinese characters) if the sending company is also in Japan, or in international font if the sending company is not in Japan.

See also SAP Note 316331 about international address versions.

© SAP AG CR100 Appendix-6

SAP AG 2004

Ensuring Data Correctness and Consistency

Duplicate check Standardized interface for integration of 3rd party or customer-specific tools

Postal validation for addressesCheck against R/3 Regional Structure

Standardized interface for integration of 3rd party or customer-specific tools

Check on bank details

Archiving

Predefined values and/or check tables for certain fields

In Business Address Services, interfaces for partner products are provided for the attachment of tools for duplicate check and error tolerant searches.

The prerequisite for the duplicate check is that a solution of a third-party provider is used and the implementations for the Business-Add-Ins ADDRESS_UPDATE and ADDRESS_SEARCH are active (transaction SE19).

You can customize postal validation. You can maintain a separate post-customizing for each country.

The archiving flag (BUT000-XDELE) is set manually or via a BAPI.

Data dependency test: The business partner cannot be archived when the following statements are true:

The business partner is a reference business partner.

The business partner is being used in a business transaction (for example, in an activity, opportunity, sales order, lead). Business transactions must first be archived.

The business partner is an active organizational unit.

Relationships to a product exist (for example, customer order number): Partner/product ranges must first be archived.

An Internet user exists.

© SAP AG CR100 Appendix-7

SAP AG 2004

In Data Cleansing, the following happens:Identified duplicates can be brought together with the dependentdata and objects.

All dependent data and objects can be presented graphically in atree structure.

After data cleansing, the duplicate can be archived automatically.

BenefitsReduced data redundancy

Improved quality of data

Business Partner Data Cleansing

Integration:

Before data cleansing can be carried out, the redundant data must be determined in the system.

The following possibilities for duplicate recognition exist:

External search engine – The Business Address Services (BAS) provide an interface for integrating any necessary external software such as a search engine.

Customer-owned programs

Services from data providers to search your data for possible duplicates

In individual cases you can find potential business partner duplicates in the hit list of the business partner search.

Prerequisites:

Redundant data records must have been determined in the system.

To use the Business Address Services interface, make the following settings in Customizing: In the IMG, choose Basis → Basis Services → Address Management → Activate Duplicate Check Index Pools.

Perform the following system settings in the SAP Business Partner IMG: Choose Cross-Application Components → SAP Business Partner → Data Cleansing → Maintain Number Ranges / Define Priorities / Activate Data Cleansing.

© SAP AG CR100 Appendix-8

SAP AG 2004

Phase 1

SelectionCheckingSetting of systemstatus to ARCR

Phase 2

Writing of datato the archive

Phase 3

Checking ofarchived dataDeletion fromdatabase(all data records

with status ARCR)

Business Partner Archiving Procedure

The archiving flag (BUT000-XDELE) is set manually or via a BAPI.

Data dependency test: The business partner cannot be archived when the following statements are true:

The business partner is a reference business partner.

The business partner is being used in a business transaction (for example, in an activity, opportunity, sales order, lead). Business transactions must first be archived.

The business partner is an active organizational unit.

Relationships to a product exist (for example, customer order number): Partner/product ranges must first be archived.

An Internet user exists.

Phases 2 and 3 of the archiving process must be initiated directly in the Archive Development Kit (ADK). The phase 1 tasks can be completed by periodic collective processing.

Status ARCR stands for archivable.

© SAP AG CR100 Appendix-9

SAP AG 2004

Product Master Data Exchange SAP R/3 – CRM

Preliminary StepsCarry out the complete Customizing Download

Product-relevant customizing object: DNL_CUST_PROD1SAP R/3 material types → CRM basis hierarchy: R3PRODSTYP

SAP R/3 material groups → CRM basis hierarchy: R3MATCLASS

SAP R/3 product hierarchies → CRM basis hierarchy: R3PRODHIER

Carry out Initial DownloadBusiness object: MATERIAL

OngoingAutomatic Delta Download when changing material master data

Setup and Download guide

© SAP AG CR100 Appendix-10

SAP AG 2004

Archiving – Business Transactions

The following document types can be archived:Activities Sales ordersSales contractsOpportunitiesService ordersService contractsComplaintsConfirmationsLeads

You can archive business transactions that were created in the CRM system. The associated data is copied to external archive files and then deleted from the database.

© SAP AG CR100 Appendix-11

SAP AG 2004

Search for Archived Documents in People-Centric UI

In the People-Centric user interface, you can search for archived documents and display them.

© SAP AG CR100 Appendix-12

SAP AG 2004

Date Management

Examples of Date Types in Business Transactions:

Activity

SalesContract

Planned date:Actual date:

Contract start:Validity period: Contract end:

Call customer:

Date type: Date rule:

Current date

Current date1 yearContract start+ validity periodContract end – 2 weeks

Date Management enables you to process as many dates as you require in a document

Date management enables you to process as many dates as you wish in a transaction. It is used, for example, in contracts (for cancellations date, run times), activities (total duration of an activity), and quotations (valid to date). You can use date management in any other transaction types. You define specific dates, or the system can calculate dates using date types, durations and date rules. In the date profile, the system controls which reference objects, durations, date types, and date rules can be used in a specific transaction type.

The date profile controls which reference objects, time duration, date types, and date rules can be used in a specific transaction type.

© SAP AG CR100 Appendix-13

SAP AG 2004

Dates in Business Transactions – SAP GUI

Date type Date rule

© SAP AG CR100 Appendix-14

SAP AG 2004

Date profile:

Item categoryTransaction type

Which date types can I use?

Which durations are included?

What attributes have been given to the dates and durations?

How are the dates determined (date rules)?

Where do the dates and durations appear in the document?

Date Profile

Date types are descriptions of business transaction dates, for example, start of contract, end of contract, date of signature.

Duration is the period between two points in time, which consists of a number value and a time unit to be defined.

Date rules for calculating times are defined in XML.

© SAP AG CR100 Appendix-15

SAP AG 2004

Appendix

Base Customizing

CRM Middleware

People Centric CRM

© SAP AG CR100 Appendix-16

SAP AG 2004

System Landscape: Data Containers Used

Mobile Clients

CommunicationStation

XML Files,IDocs, SOAP, or ASCII Files

Data Extracts / Excel Workbooks

Direct Access via BAPIs

Other Systems

CRM Server

BW

SAP R/3 System

CRM Middleware

CRM Middleware

BDocMessages

BDoc messages serve as data containers on the CRM Server and between the CRM Server and the Mobile Clients.

Data from SAP R/3 systems and other systems are received via BAPIs, XML files, Idocs or ASCII files. This data is mapped to fill BDocs for further distribution.

Several layers can be distinguished to technically enable the data transfer between the systems involved:

The TCP/IP transfer protocol is usually used on the network.

Remote Function Calls (RFCs) or the File Transfer Protocol (ftp) provide data.

BDocs, IDocs, XML messages or ASCII flat files contain the actual data.

© SAP AG CR100 Appendix-17

SAP AG 2004

Mobile Clients

CRM Enterprise

CommunicationStation

BW

SAP R/3

System

OtherSystems

CRM Middleware

CRM Middleware

Access CRM data offline, update CRM data in online sessions

Contain the application software for Mobile Sales and Mobile Service

Are linked by a Communication Station to the CRM Server

CRM and Mobile Clients

The Mobile Sales and Mobile Service components of CRM support a company’s mobile sales force and mobile service engineers respectively, providing full access to all the necessary data on laptop computers. This data is kept up to date by regular data exchange using the CRM middleware.

CRM Mobile Sales and Service users carry a PC application including a local database on their laptops. They connect to the CRM Server from time to time via phone or network to exchange data accumulated and stored in queues at both ends. This connection is established via a communication station.

The Mobile Sales or Mobile Service client contains the entire application software needed for offline data entry and processing including the Transaction Layer (TL) and the middleware for data exchange and communication with the CRM Server. It also contains a local database.

For details about using the CRM middleware to connect with and exchange data with Mobile Clients, consider the course TACRM5 Mobile Sales + Service.

© SAP AG CR100 Appendix-18

SAP AG 2004

Messaging BDoc – Messaging Flow

Mapping Service

Inbound Adapter (Mobile Clients)

InboundQueues

mBDoc

CRM Service(Validation)

Replication Service

Mes

sagi

ng F

low

CRM DB

R/3 Adapter XIF AdaptermBDoc mBDoc

InboundQueues

InboundQueues

Outbound Adapter

R/3 Adapter

Outbound Adapter

XIF Adapter

OutboundQueues

OutboundQueues

BAPI structures

XML / IDocs

SynchFlow

Mobile BridgesBDoc*

OutboundQueues

sBDoc*

mBDoc

Inbound mBDocs may be the result of a load from an external system or a mapping of synchronization BDocs to messaging BDocs. They are then passed to the validation service in the CRM Server. The validation service checks (validates) the contents of a BDoc. If the BDoc implies a suitable action, the validation service also does the processing of the data (similar to a BAPI). Generally, the call to a validation service that is not rejected results in an outbound processing.

Outbound processing is started by the application whenever an application object is changed. A messaging flow dispatches a change notification to interested components (consumers). Receiver determination is done by simple intelligent replication. If a corresponding mobile scenario is used, the mobile bridge is invoked. The mobile bridge produces one or more sBDocs for one mBDoc.

The inbound adapter (Mobile Clients) triggers the BDoc flow, while the flow starting at the R/3 adapter or the XIF adapter is triggered by the CRM Server applications. Both the R/3 adapter and the XIF adapter perform also the mapping from external formats to BDoc format.

The outbound adapter is a generic adapter, which calls the receiving sites based on the site types and the receiver list.

The adapters and services shown in the figure form part of the Middleware Broker functionality. The Connection Handler on the Mobile Clients disposes of other inbound and outbound adapters.

© SAP AG CR100 Appendix-19

SAP AG 2004

Sync

hron

izat

ion

Flow

Inbound Adapter

CDB Service

Replication and Realignment

Service

Outbound Adapter

OutboundQueues

CDB

InboundQueue

sBDoc

Messaging Flow (Validation, Replication)

Mapping Service / Mobile BridgesBDoc mBDoc

Synchronization BDocs – Synchronization Flow

The main tasks of a synchronization flow are storing data in the CDB (CDB service) and the realignment (synchronization) of data with mobile clients (R&R service → Outbound Adapter → Outbound Queue → Mobile Clients).

An inbound sBDoc can be processed in two ways:

If assigned to an mBDoc, it is (always) mapped to this mBDoc, which is then passed to messaging flow for validation in the CRM Server.

If not assigned to an mBDoc, the sBDoc is (always) passed to synchronization BDoc outbound processing.

Outbound processing can be in two ways:

Initial load processing updates the CDB only.

Notification (delta) processing takes place if the data distribution is active (table SMOFINICUS) and receiver determination, realignment, extract, and other processes need to run.

© SAP AG CR100 Appendix-20

SAP AG 2004

CRM ServerCRM Server

CRM Middleware

The External Interface Adapter: XML/SOAP Channel

External Interface Adapter

SAPBusiness Connector

XML/SOAP

httpXML

XML Messaging

System

MessagingFlowmBDoc CRM

ApplicationXML

SAP Exchange

InfrastructureXML

The figure shows a more detailed overview of SOAP/XML processing.

SOAP/XML messages can be sent to XML messaging systems, which convert the XML into other XML schemata based on mapping rules and send these messages to other applications based on routing rules.

For CRM – Business Connector communication, IDocs should be used. An IDoc transfer is quicker in comparison to SOAP/XML because, unlike an XML document, the IDoc document contains no metadata information (tags), therefore, the size of document sent down the line is substantially smaller in comparison.

© SAP AG CR100 Appendix-21

SAP AG 2004

CRM ServerCRM Server

CRM Middleware

External Interface Adapter XML/SOAP

MessagingFlowmBDoc CRM

Application

The External Interface Adapter: ALE/IDoc Channel

3rd Party ALE Converters

tRFC

File

XML

3rd Party ALE Messaging

System

SAP Exchange

Infrastructure(*)

IDoc

EDI/ IDOC

Flat filein IDoc format

EDISubsystem EDI

File

(*) Usage of the SAP Business Connector also possible

The figure shows a more detailed overview of IDoc processing.

IDocs can be used to send messages to the Business Connector where an IDoc XML document will be established and mapped to other XML schemata such as Rosetta Net, xCBL or the customer‘s own schemata.

IDocs can be used to send messages to a flat file.

IDocs can be used to send messages to an ALE converter where IDocs are mapped to standardized message formats (EDI communication). IDocs can be used to send messages to an ALE messaging system. In contrast to an ALE converter, the message handler will not perform any conversion or mapping but instead receives IDocs and sends them to applications for processing.

IDocs can be used to send messages to an EDI subsystem. In contrast to an ALE converter, the EDI subsystem does not use direct program-to-program communication for transferring IDocs.

© SAP AG CR100 Appendix-22

SAP AG 2004

Groupware Integration – Scenarios

GroupwareServer

Online&

Offline

SAP CRMServerGroupware

Clients

CRM Activities Tasks and Appointments in Groupware

CRM Business Partners and Accounts Contacts in Groupware

Integration of CRM Workforce Management with GroupwareAssignment of demand and resources Tasks and Appointments in GW

Resource availability in WF deployment scenarios Appointment in GW

Groupware benefits:

Groupware solutions are used in almost every company. Users are familiar with groupware clients.

Integration between the CRM Server and the groupware server is transparent to the users.

Data is exchanged in real time.

CRM data can be accessed from the groupware client, for example, Microsoft Outlook or Lotus Notes, on different devices, such as a PC, a laptop computer or a personal digital assistant (PDA).

Groupware features:

Real-time data exchange between CRM Server applications and a groupware server

Support of Microsoft Exchange 2000 and Lotus Domino 5.0X

CRM business partners and accounts are visible as contacts in groupware

CRM activities are represented as tasks or appointments in groupware

© SAP AG CR100 Appendix-23

SAP AG 2004

GroupwareServer

SAP Groupware Adapter transforms the BDoc message into a vCard oriCalendar object in XML format

Data enrichment and data reduction capabilities

SAP Groupware Connector transforms SOAP XML messages into proprietary API of the Groupware Server

Groupware Integration – Architecture

CRM Server

CRM MiddlewareSAP Groupware AdapterSAP Groupware Adapter

XMLBDoc msg.

BDocmsg.

SAP Groupware Connector

XMLvCard/iCalendar

MessageTransformation

Activities

Business Partners

Groupware integration is achieved by a set of Groupware Adapters and Groupware Connectors.

The SAP Groupware Adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology. BDoc messages are transformed to standard groupware formats such as iCalendar and vCard via a generic groupware adapter using a sophisticated XSLT mapping framework. This framework is known as The MapBox. Predefined mappings are delivered for groupware integration.

SAP Groupware Connectors external to the CRM server perform the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed to proprietary groupware object formats.

© SAP AG CR100 Appendix-24

SAP AG 2004

SAP BW System

CRM System

CRM Middleware

BDoc BDoc FlowFlow

BW BW AdapterAdapter

BDoc

Download of Solution

Workbooks

Extract of CRM Business Objects

Replication of Solution Workbooks

Integration CRM – Business Information Warehouse

The Middleware Broker provides data to an SAP Business Information Warehouse (SAP BW) system and receives reports from an SAP BW system to replicate them to Mobile Clients. However, only the extract function is available in a pure CRM Server Applications scenario (without Mobile Clients) because CRM Server Applications users will have direct access to an SAP BW system. The load of Solution Workbooks to the CRM system and, consequently, to Mobile Clients, is covered in the course TACRM5 Mobile Sales + Service.

The SAP BW is linked to the CRM Server partly by the Middleware Broker, partly by direct RFCs and BAPIs.

The BW adapter extracts data from the SAP Business Information Warehouse (SAP BW) for the following BDoc types:

Sales orders, opportunities, leads, activities, contracts, billing documents (mBDoc types)

One single sBDoc: Chemical Market Potentials. Further customer-defined extractions of sBDocs without using a messaging flow are possible.

Product and campaign master data, which is not handled by the CRM middleware

By default, changes to master data by a CRM Server Application always trigger a BDoc flow. However, the BW adapter does not use this BDoc flow for product data or campaign master data but receives the data from the application directly to put those data in a DataSource structure into the outbound queue where it is pulled by the SAP BW system using scheduled requests.

© SAP AG CR100 Appendix-25

SAP AG 2004

Appendix

Base Customizing

CRM Middleware

People-Centric CRM: Outlook

© SAP AG CR100 Appendix-26

SAP AG 2004

Outlook: SAP EP 6.0 Highlights (1)

Built for the enterpriseRuns on the most powerful operating system such as major Unix flavors Delegated administration helps manage large-scale implementationsSAP Enterprise Portal 6.0 is even more secure and scalable

Lowest TCOSAP EP 6.0 widens support for industry standards (JCA, SOAP, JAAS)SAP EP 6.0 improves ease of use for developers, administrators and end usersPortal Content Studio enables code free development of portal pagesArchitecture consolidation makes the product easier to install and administerFlexible navigation layout supports virtually every design scenario

Future ProofSAP EP 6.0 is an evolution of the proven SAP EP 5.0SAP maintains its vision leadership with new patentsSAP EP 6.0 introduces innovative collaboration capabilities SAP continues to drive industry standards such as Web services

Customer benefits from using the mySAP Enterprise Portals solution

Improved business efficiency

Enhanced quality of business relationships

Maximized value of the business

Improving business efficiency: The mySAP Enterprise Portals solution unifies independent information systems into a single, seamless user experience. It allows users to receive notifications, research answers, and respond to business events – all without leaving the portal. The portal acts as the single point of access for heterogeneous business applications and collaboration, providing all the information and tools needed for every user community within the enterprise. This enables users to accomplish more in less time, increases business efficiency, boosts productivity and ultimately results in more satisfied employees, partners and customers Boost business.

Enhancing the quality of your business relationships. With state-of-the-art collaboration and unique unification capabilities, the mySAP Enterprise Portal allows users to continuously improve the quality of their business relationships. By enabling employees, customers, and partners to share information and work seamlessly across departments and application silos, the portal eliminates traditional enterprise boundaries that impeded efficiency and productivity. This enables the enterprise to fully maximize its resources and assets, resulting in improved innovation and product and service quality.

© SAP AG CR100 Appendix-27

SAP AG 2004

Outlook: SAP EP 6.0 Highlights (2)

End-user supportHighly adaptive layout and navigation scheme

Five tiers of personalization (role, theme, page, iView, iView content)

Accessibility support

Administrator supportPortal Content Studio as integrated administration framework

Portal Catalog for managing all portal objects in one place

Integrated monitoring and managing of all components

Enhanced Portal Development KitStandard Java development environmentIntegrated Connectivity Framework and UnificationWeb services support integrated into the connectivity framework

Maximizing the value of your business: The mySAP Enterprise Portal helps the enterprise fully leverage its assets to create immediate results and long-term ROI. Through unification, the portal provides unprecedented access to information across all enterprise systems. This empowers all employees, partners, and customers to act quickly while ensuring that everyone remains aligned with the enterprise’s strategy and goals. In this way, the mySAP Enterprise Portal helps manage costs, improve productivity and optimize revenue for greater profitability. By enabling the entire business to collaborate and make well informed business decisions, the portal allows an enterprise to implement new approaches to driving value and achieving success.

© SAP AG CR100 Appendix-28

SAP AG 2004

Outlook: SAP EP 6.0 Highlights (3)

Wide Platform SupportSupport wide range of operating systems such as Unix and Windows

Broad support for existing IT landscape (LDAP, Web servers)

Support for 20 languages (including Asian languages)

Architecture ConsolidationModular components and Web services based on remote access (SOAP)

Consolidation results in performance improvement

Fully leverages SAP J2EE engine capabilities

Even more scalableSupport for federated portals

Comprehensive support for external portals

CompatibilitySmooth migration from 5.0 to 6.0

© SAP AG CR100 Appendix-29

SAP AG 2004

Outlook: SAP EP 6.0 Highlights (4)

More intuitive navigationFlexible navigation layout offers a variety of options for user experiences

Drag & Relate is merged with Portal navigation

Powerful navigation iViews such as see also, targets

Portal ViewRole-based navigation scheme and look and feel

Accessibility Accessibility Support

© SAP AG CR100 Appendix-30

SAP AG 2004

Outlook: User Management New Features

Web-based user administration

Self-registration for end usersUser can create account in the portal

Workflow for approval of registration request by administrator*

Password management and policiesConfigurable expiration dates

Initial passwords and change at first logon

Limit of failed logon attempts

Flexible user persistence layerLDAP directory, database or SAP system as user store

© SAP AG CR100 Appendix-31

SAP AG 2004

Outlook: User Management –Logon and User Self-Registration

Welcome Screen (Form Based Logon)

User Self-Registration

© SAP AG CR100 Appendix-32

SAP AG 2004

Outlook: User Management – Creating a New User

Creating a New User

© SAP AG CR100 Appendix-33

SAP AG 2004

Outlook: User Management – Architecture

Basic user data

Basic group data

User → group assignment

User Persistence

Store

User/group → role assignment

User mapping (for SSO purposes)

User roles (metadata)

Content → role assignment

User’s personalization data

PortalDatabase

PortalServer

PCD InstancePCD InstanceUM InstanceUM Instance

• LDAP Directory• Database• SAP System

Store portal-specific data

© SAP AG CR100 Appendix-34

SAP AG 2004

Outlook: User Management – Permission Editor

Delegated Admin:Defining the Admin Authorizations

for a Portal Content Object (here: Page)

© SAP AG CR100 Appendix-35

SAP AG 2004

Outlook: Administration Improvements

Portal Catalog

Delegated admin

Delegated administrationMultiple predefined administration roles (such as system admin, content manager, developer)Customizable admin rolesEach Portal Catalog object can be delegated to a sub group

New Portal CatalogCentral structure for storing and organizing all portal objects (for example, iViews, pages, roles, worksets, connectors)

Improved Administration toolsTransport capabilities for entire Portal Catalog including version controlImproved backup and restoreComprehensive auditing and monitoring

Even more secureSupport for multiple user directories at onceJava-based pluggable authentication model (JAAS)User self-registration is integral part of user management

© SAP AG CR100 Appendix-36

SAP AG 2004

Outlook: Delegated Administration

SAP delivers administrations roles

Super Admin (including all admin roles)

System Admin

Content Admin

User Admin

These roles can be customized by customers

Delegation of objects on the Portal catalog

All admin authorizations

Read admin authorization

Write admin authorizations

None admin authorizations

© SAP AG CR100 Appendix-37

SAP AG 2004

Outlook: Portal Content Studio – Portal Catalog

Portal Catalog

© SAP AG CR100 Appendix-38

SAP AG 2004

Outlook: Portal Content Studio

Tools of the Portal Content Studio

iView Editor

Role Editor

Page Editor

Workset and Role Editor

Layout Editor

Goals of the Portal Content Studio

Code-free development of portal content

Mass creation of high quality content with lower cost

Targeted for content experts, content managers

© SAP AG CR100 Appendix-39

SAP AG 2004

Outlook: Portal Content Studio – Creating Content (1)

Editing Content by Right-Clicking for Menu of Options

© SAP AG CR100 Appendix-40

SAP AG 2004

Outlook: Portal Content Studio – Creating Content (2)

Page Content List Attributes

Relevant Editors