Cr800 Sap Crm e Commerce
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FS310 Inkasso/Exkasso
CR800 CRM ECommerce (ESelling, E-Service)
CR800
CRM E-Commerce (E-Selling, E-Service)
THE BEST-RUN BUSINESSES RUN SAP © SAP AG 2004
SAP R/3 Enterprise – SAP CRM 4.0 (BBP release)
2004/Q2
Material number 50067916
© SAP AG
CR800
Preface-1
Copyright
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.
SAP AG 2004
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.
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Prerequisites Prerequisites: CR100 mySAP CRM Base Customizing
Recommended: You may deepen your knowledge of SAP CRM 3.1 and SAP CRM 4.0 E-Commerce functionalities by studying the respective mySAP CRM Learning Maps CR700 CRM Service
SAP AG 2004
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Target Group – Duration Target Groups: Employees of companies involved in implementing mySAP CRM E-Commerce (E-Selling and E-Service)* E-Commerce consultants
Duration: Three days
* This course does not cover of the specific characteristics of the ISA (SAP R/3 Edition). For details on ISA (SAP R/3 Edition) please refer to course CR850. SAP AG 2004
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Course Objectives This Course will enable you to: Customize the mySAP CRM E-Commerce (E-Selling and E-Service) scenarios Outline the different features of the B2C and B2B Web shops Customize the E-Commerce specific aspects of the Customer Relationship Management (CRM) system. Create and maintain your own catalog as well as your own Web shop Enhance the Web shop with additional features such as Upselling, Accessories, Product Recommendations, Contract Negotiation, Request for Quotation, Batches, and so on
SAP AG 2004
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Course Agenda
Units 1.
Foundation and Architecture
2.
Shop and User Management
3.
Catalog Setup
8.
4.
Order and Contract Processing
5.
Price Determination and ATP Check
6.
Additional E-Selling Scenarios
7.
E-Marketing
E-Service a) Solution Search b) Service Request Management c) Complaints and Returns Management in E-Commerce
9.
E-Analytics
Appendix SAP AG 2004
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Main Business Scenario
You work for IDES, Inc. IDES, Inc. is a manufacturer of Hardware and Software and uses SAP's R/3 system in sales and distribution. IDES, Inc. purchased the mySAP CRM E-Commerce solution as a platform for selling its products on the World Wide Web. Since the company deals with both business partners and consumers, IDES, Inc. is going to set up a B2B shop and a B2C shop offering different ranges of products. You and your implementation team are responsible for designing and implementing mySAP CRM E-Commerce.
SAP AG 2004
© SAP AG
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Foundation and Architecture
Units 1.
Foundation and Architecture
2.
Shop and User Management
3.
Catalog Setup
8.
4.
Order and Contract Processing
5.
Price Determination and ATP Check
6.
Additional E-Selling Scenarios
7.
E-Marketing
E-Service a) Solution Search b) Service Request Management c) Complaints and Returns Management in E-Commerce
9.
E-Analytics
Appendix SAP AG 2004
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Foundation and Architecture
E-Commerce within mySAP CRM E-Selling Shops (B2B and B2C) E-Commerce within SAP Solution Manager E-Selling Architecture
SAP AG 2004
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Foundation and Architecture: Unit Objectives
At the conclusion of this unit, you will be able to: Describe features and advantages of the mySAP CRM E-Commerce solution Explain how mySAP CRM E-Commerce is integrated in SAP Solution Manager Describe the main components of the architecture Delineate the usage of a Web shop within Channel Management
SAP AG 2004
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Foundation and Architecture I
E-Commerce within mySAP CRM Delivered E-Selling Shops (B2B and B2C) E-Commerce within the Solution Manager E-Selling Architecture
SAP AG 2004
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Customer-Centric E-Business with mySAP CRM The Solution is Complete Rich Functionality and Supporting Capabilities
SAP AG 2004
Today’s complex customer problems require a deployable 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 blends deep functional capabilities in the core areas of marketing, sales, and service with award-winning analytics that are directly embedded into the primary interaction channels with which organizations engage their customers.
All of this enables the closed loop interaction cycle, underlined by mySAP CRM‘s unique value propositions.
mySAP CRM is built on an open, reliable, secure, and scalable technology platform.
The strong and complete services offering of SAP helps to quickly implement mySAP CRM and supports the ongoing optimization of the solution environment.
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Customer Centric Business with mySAP CRM
mySAP CRM E-Commerce Turn the Web into a profitable sales and interaction channel SAP AG 2004
The mySAP CRM E-Selling solutions provides: y A complete solution that supports both B2B and B2C relationships. SAP provides templates that companies can tailor to meet their specific business needs. These include B2B, B2C, as well as direct and indirect selling scenarios. y A personalized buying experience for customers so that sales, service, interactions, and information are tailored specifically to the need to of each customer. Personalization of content, products, prices, and interactions allow customers to receive a more relevant and effective interaction, resulting in increased customer satisfaction and higher close rates. y Convenient, easy-to-use, interactive selling and service. Customers have 24x7 access to all of the information and processes that they need to purchase products and services and perform self-service from your company. Customers have anytime access to product information, pricing, order, and account status, and service history, as well as the ability to configure complex products or engage in guided selling activities to help them select the best fit solution for their business needs. If the information these customers need is not available online, they can immediately contact a customer service representative, online, to resolve their questions through e-mail, call-back requests, chat, and co-browsing. y End-to-End processes that are fully-integrated from pre-sales to sales to fulfillment, to invoicing and receivables, through post-sales services. y In addition, mySAP CRM E-Selling enables you to extend your processes across your demand network to incorporate partners into your E-Commerce strategy. y Ultimately reduce your overall cost of sales with lower cost per sales transaction, reduced errors and need for technical support, reduced human interaction for each sale, and lower number of calls to your call center.
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mySAP CRM E-Commerce mySAP CRM E-Commerce:
B2C shop B2B shop
E-Selling E-Selling Best sellers
E-Marketing E-Marketing E-Service E-Service
Internet Customer Self Service
E-Analytics E-Analytics Encompassing sales, service, and marketing interactions, as well as analytical methods SAP AG 2004
E-Commerce
mySAP CRM provides an E-Commerce platform that enables companies to turn the Internet into a profitable sales and interaction channel for both business customers and consumers. The E-Commerce applications extend across the enterprise, encompassing sales, service, and marketing interactions, as well as analytical methods.
E-Selling
This key area provides comprehensive capabilities for selling products and services via the Internet, while creating a new, strategic sales channel. Organizations can provide customers with personalized, interactive, and easy-to-use sales and self-services via the Web, and streamline sales and fulfillment operations to enable an end-to-end order-to-cash process. Companies can support business-to-business or business-to-consumer selling scenarios, while significantly reducing their cost of sales.
E-Service
Within a Web environment customers can take advantage of services such as: y Knowledge management, which includes product-specific FAQs, advanced search capabilities, and
integrated knowledge bases y Self-help services, which enable users to manage their accounts, installed bases, registered products,
service requests, complaints and returns, as well as view their contract and warranty entitlements y Live Web collaboration, a tool which lets customers communicate with a service representative via e-
mail, Internet telephony, chat sessions, or collaborative sessions … © SAP AG
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… E-Analytics
This scenario enables you to record system information and customer behavior from SAP Customer Relationship Management (SAP CRM). The recorded data can then be analyzed by the SAP Business Information Warehouse (SAP BW). E-Analytics in E-Commerce incorporates both the analysis of technical aspects regarding the availability and performance of Web servers and Web pages, and the examination of customer behavior on individual Web pages.
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SAP's solutions for selling products over the Internet are SAP CRM E-Commerce and SAP Internet Sales R/3 Edition:
SAP CRM E-Commerce y Integral component of the SAP CRM system y The Internet is considered to be a strategic sales channel y Enhanced system architecture y Larger range of functions (One-to-One Marketing, Guided Selling, advanced catalog maintenance, catalog export functionality)
SAP Internet Sales R/3 Edition: y The customer works productively with the SAP R/3 system and wants to establish an additional sales channel using the Internet y This channel can be set up very quickly using the SAP ISA R/3 Edition y Available for all SAP R/3 systems (as of release 4.0) y Administration of majority of data in SAP R/3 y System architecture can be enhanced if required
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If you upgrade from Internet Sales R/3 Edition to SAP CRM E-Commerce, no new Web layout is required. The same JSP files can also be used by SAP E-Commerce. The majority of the required effort is in the installation and Customizing of the CRM server.
This course covers the functionality SAP CRM E-Commerce (often also referred as CRM Internet Sales). There is a separate course (CR850) on SAP Internet Sales R/3 Edition.
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mySAP CRM E-Commerce – Deployment Modes mySAP CRM E-Commerce
mySAP CRM Channel Management
E-Commerce within a Portal
E-Commerce with Channel Partners Collaborative Showroom
E-Commerce with SAP CRM
Partner Portal
For more information see class CR870 CRM Channel Management
E-Commerce with SAP R/3 For more information see class CR850 Internet Sales R/3 Edition
SAP AG 2004
With mySAP CRM Channel Management SAP delivers a fourth interaction channel between your company and the customer in addition to your Sales force (Field), your call center (Interaction Center) and your Web shop (E-Commerce) for example. The focus of Channel Management is the indirect sales achieved with the help of the partners of your company.
E-Commerce with SAP R/3 (SAP Internet Sales R/3 Edition) enables companies to turn the Internet into a profitable sales channel – without a CRM deployment (just using sales data and order management from SAP R/3 SD).
Enhancements through E-Commerce with SAP CRM by an upgrade from E-Commerce with SAP R/3 include: y Marketing and personalization (including cross/up selling, related accessories, bestseller-list) y Rule based ATP check using APO y Super User Concept y Call-off from contracts y Guided Selling y E-Service (Internet Customer Self Service) y Live customer support (Live Web Collaboration)
E-Commerce within a Portal: See next slide
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Customer Portal: E-Commerce within a Portal
The Customer Portal provides a single point of access to E-Selling, E-Service, and Online Support and Self-Services
Web shop
E-Analytics
E-Service Billing (Biller direct)
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Customer Portal features: y Direct access to sales and service applications y Single sign-on y Full contact history of sales and service activities y Personal product recommendations y News and information pushed to customers y Service Center & Dealer locator (partner locator) y Online billing and payment y Personalization features y Access to live support y Administrative self-services
Billing: You can integrate mySAP FSCM – Biller Direct to your customer portal to enable online billing and payment (additional licensing of mySAP FSCM– Biller Direct is required). User Management for applications like the Web shop and Biller Direct will we based on the User Management Engine (UME) of the portal to enable single-sign-on access.
…
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As an alternative, Biller Direct can also be used with the Web shop without the portal (if you call Biller Direct from the Web shop, the Web shop needs to create a SS02 Ticket, which in turn needs to be accepted by Biller Direct).
Benefits: Usage of Biller Direct from the Web shop: y Web based billing and payment for available as self-service for customers y Maintenance of master data (like additional credit cards or bank accounts)
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Example Customer Portal: The Workset “Services”
The Workset Services gives the portal user access to the E-Service functionality of mySAP CRM. Service functions include self-service activities such as:
Accessing a solutions database Frequently asked questions Creating and updating service requests Complaint handling Maintaining installed base components Searching for service contracts
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E-Service will be discussed in detail later.
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Channel Management: E-Comm. with Channel Partners
Incorporate partners in your E-Commerce strategy and enable collaborative selling across organizational boundaries Collaborative Showroom Joint Web shop offering of the brand owner and his channel partners to customers
Channel Manager Channel Partner
Partner Portal Brand owners provide partners with self-service capabilities, as well as relevant information and content, critical business transactions and powerful analytics.
Customer
SAP AG 2004
The goal of CRM Channel Management is to increase profitability in the indirect sales channel (that is, via partners).
E-Selling is multi-dimensional: y Customers interact with the partners of the manufacturer and use Web shop or Customer Portal y Partners interact with the manufacturer and with the customer and use Partner Portal y Employees in the manufacturer's company interact with partners and use Channel Manager Portal
Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and marketing of products and services. Customers have a single point of access to browse and purchase from across the entire partner network.
Partner Portal – Companies can use this portal to inform their partners about new products, distribute collateral and documentation, convey company news, offer training courses, and announce upcoming promotions. It supports key processes that companies undertake with partners, including lead management, the creation and tracking of sales and purchase orders, collateral procurement, and analytics.
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Channel Management Example: Lead Management
Manufacturer
Partner Lead
Customer Customer Visit / Call
Partner Orders
Order-on-Behalf (of Customer)
Delivery to Customer Billing Document Commission Information
For more information see class CR870 CRM Channel Management
SAP AG 2004
Purpose of Lead Management with Channel Partners: Distribution of new leads to the partner with the skills and expertise to best meet the customer’s needs.
You can use this business scenario to automate your initial pre-sales process by streamlining the capture, distribution, qualification, and analysis of leads in the channel management context. This frees up your sales department to focus on the most valuable prospects. With the help of leads you can provide a streamlined link between marketing and sales so as to accelerate the process between first interest and sales.
In this scenario, leads are created with relevant contextual information either by the brand owner or the channel partner. If created by the brand owner, they are routed to the appropriate partners. After the partner accepts the lead, the partner contacts the related customer and further qualifies the lead. Based on the on the response from the customer, the partner updates the lead status and converts it to an orderon-behalf, if required. At the end of this process, the channel manager updates the lead metrics to optimize future lead routings.
This scenario also facilitates various roles, such as Lead Manager, Channel Manager, Partner Manager, and Partner Employee. Your interaction center agents or sales representatives can also use this feature
Partner Orders/Order-on-Behalf: Within the partner portal the partner can either: y Create a Partner Order via the Partner Shop y Create an Order-on-Behalf via the Customer Shop
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Foundation and Architecture II
E-Commerce within mySAP CRM Delivered E-Selling Shops (B2B and B2C) E-Commerce within the Solution Manager E-Selling Architecture
SAP AG 2004
With CRM 4.0 the user interface of the B2B Web shop was changed as follows: y New header concept - Separate document processing from catalog navigation y New navigation concept - One central navigation area at top with sub-level navigation in the navigator y No more tabs for document handling
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Business-to-Consumer Scenario: Example A customer (consumer) browses in the personalized Web shop and searches for a specific product. She is also interested in the product proposals.
Consumer
B2C Web shop One day later the customer checks the order status.
The customer changes the delivery address, selects payment via credit card, and orders. The order is automatically transferred to the backend system.
She adds two products to her shopping basket, checks for accessories, and views the suggested crossand up-selling products.
An availability check for her selected products is performed to confirm the requested delivery date.
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Features of the B2C Shop:
Registration as consumer
Product recommendations
Quick search in product catalog
Compare products
Product configuration
Price information
Save data and call up shopping basket
Delivery addresses can be changed (at header level)
Several payment methods are supported (invoice, cash on delivery, credit card)
Delivery type can be chosen
Text attachment can be added to the order
Order confirmation
Search through orders
Check status
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Catalog and Order Mgmt. B2B for Occasional Users: Within this scenario it is possible to use a B2C shop not with a consumer but a customer (enabling a customer to use a B2C shop). Set up: Maintain XCM scenario b2boccasionalcrm.
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Business-to-Business Scenario: Example A business partner logs on to the personalized Web shop. His specific catalog view is displayed.
Consumer
One day later the customer checks the order status.
B2B Web shop
He changes the delivery address for specific line items and orders. The order is automatically transferred to the backend system.
An availability check is performed to confirm the requested delivery date.
He knows the material number of some items and adds them to his shopping basket by entering these numbers directly.
He realizes that one of the products is part of a contract. After viewing the contract details, he adds this product to the order. Back in the catalog he searches for additional products, checks the suggested cross- and up-selling products and adds some of them to the order.
SAP AG 2004
Features of the B2B Web shop:
Personalized views
Product recommendations
Customer-specific pricing in Web catalog and basket
Quick search in product catalog
Compare products
Quick order entry
Product configuration
Online availability check in catalog
Order templates
Save data and call up shopping basket
Delivery addresses, type, and date can be set on item and header lever
Payment based on general terms and conditions in master data for the corresponding business partner
Text attachment for order and/or item
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Order confirmation
Display of quotations, orders, order templates, contracts, invoices, credit memos, and down payments
Check status (open, completed, partially delivered, cancelled)
Change order (depending on fulfillment status)
Request for quotation
Contracts and contract negotiation
Price analysis in basket
Batches in basket
Live Web collaboration
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Foundation and Architecture III
E-Commerce within mySAP CRM Delivered E-Selling Shops (B2B and B2C) E-Commerce within the Solution Manager E-Selling Architecture
SAP AG 2004
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E-Commerce within the Solution Manager
E-Commerce specific content: ConfigurationStructures Structures ••Configuration mySAPCRM CRM4.0 4.0 mySAP BasicSettings Settingsfor forE-Commerce E-Commerce ••Basic SpecialSettings Settingsfor forISA ISA(R/3 (R/3Edition) Edition) ••Special SpecialSettings Settingsfor forE-Service E-Service ••Special SpecialSettings Settingsfor forE-Selling E-Selling ••Special Scenarios ••Scenarios E-Commerce E-Commerce Catalogand andOrder OrderMgmt… Mgmt… ••Catalog SAP AG 2004
With CRM 4.0 all configuration content for E-Commerce can be found within the SAP Solution Manager. Within the SAP Solution Manager you can generate your own installation guide specific to the chosen scenario.
Under Configuration Structures you find basic settings (for example, E-Service) that you need to apply regardless of the chosen E-Service scenario.
Under Scenarios you find all scenario-specific configuration.
Please keep in mind that for E-Commerce you have to apply the basic settings for mySAP CRM and Sales.
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Scenarios (E-Commerce) within the Solution Manager E-Commerce scenarios: E-Selling Catalogand andOrder OrderMgmt… Mgmt… Catalog InB2B B2Bin inE-Commerce E-Commerce In InB2C B2Cin inE-Commerce E-Commerce In InB2B B2Bfor forOccasional OccasionalUsers Users In WithExternal ExternalCatalog CatalogIntegration Integration With WithOne-Step One-StepBusiness Business With ContractManagement Management Contract InteractiveSelling Sellingand andConfiguration Configuration Interactive LiveWeb WebCollaboration Collaboration Live ShopManagement Management Shop WebAuctions Auctions Web
E-Service Complaintsand andReturns ReturnsManagement Management Complaints ServiceRequest RequestManagement Management Service SolutionSearch Search Solution
E-Commerce scenarios based on ISA (R/3 Edition) not listed SAP AG 2004
Catalog and Order Management in E-Commerce: Provides a centralized product catalog and enables Web customers to receive quotations or place orders for products and services. This scenario is delivered with a selection of scenario variants, each differing in specific processes. Contract Management: Enables you to create long-term agreements that contain information about prices and products for customers or group of customers. Interactive Selling and Configuration: Provides customers with a rich online shopping experience that helps them choose the products and services that best meet their business needs. Multimedia content, guided selling, configuration advice, and real-time pricing empowers customers with all of the information that they need to make an online purchasing decision without human intervention. Live Web Collaboration: Assists customers who have queries or encounter problems while using the Web shop (integration with the CRM Interaction Center). Shop Management: As a Web shop manager, you can use this business scenario to create, view, change or delete Web shops. Web Auctions: Selling via e-Bay. Not listed on the slide are the following E-Commerce scenarios based on ISA (R/3 Edition): y Catalog and Order Mgmt. B2B for Internal Users in ISA (R/3 Edition) y Catalog and Order Mgmt. B2B ISA (R/3 Edition) y Catalog and Order Mgmt. B2C ISA (R/3 Edition) y Catalog and Order Mgmt. B2B for Occasional Users in ISA (R/3 Edition) y Catalog and Order Mgmt. with External Catalog in ISA (R/3 Edition)
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Foundation and Architecture IV
E-Commerce within mySAP CRM Delivered E-Selling Shops (B2B and B2C) E-Commerce within the Solution Manager E-Selling Architecture
SAP AG 2004
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The following components are required for SAP Internet Sales: y CRM Server, IPC, Index Server and SAP J2EE Engine, Browser
TREX = Index Management Service (IMS) system consisting of two parts: y IMS base component - Realized in ABAP system (CRM base component) - Creating, deleting, indexing, and updating of indexes y IMS search server: Trex (formerly called DrFuzzy)
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SAP Internet Sales: Efficient Load Distribution SAP R/3
CRM
Conditions Configuration Knowledge
Backend Execution 4-5%
. . . IPC Index (IMS)
Catalog
Web Platform 75%
Front Office Service 20%
The user interaction in Web stores generates a typical workload
Execution 4-5% z Order z Picking, packaging, shipping
Front Office Service 20% z Quotation/availability check z Personalization z Order
Web Platform 75% z z z z
Front End
Browse through catalog Search Configure and price Choose
SAP AG 2004
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What is a J2EE Application Server?
J2EE Application Server consists of: Web Container (Æ server-side presentation) EJB (Enterprise Java Beans) Container (Æ Server-Side Business Logic - not used for Internet Sales, therefore CRM business logic is used) J2EE based services used by Web Container and EJB Container (Æ e.g. security, naming)
J2EE Application Server Web Container
EJB Container
Servlets Servlets Servlet
EJB EJB EJB
JSP
Services SAP AG 2004
CRM 3.0/3.1 and CRM 4.0 y JSP/Struts enabled WebShop - Business logic and backend access realized in Java - Flow logic realized by Struts action concept - UI realized by JSP and Java taglibs
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Java Server Pages
A textual document describing how to create a response from a request Separation of static and dynamic content ¾ Static
content (HTML, Plain Text, XML)
¾ Dynamic
content (Scripts, Directives)
JSP pages are good at producing lots of textual output ¾ Not
well suited for business logic
This is a simple JSP
SAP AG 2004
Definition: Java Server Pages are text based documents capable of returning dynamic content to a client browser. Java Server Pages can contain a mix of markup code (such as HTML and XML), programming code (Java code and so on), and special JSP tags allowing access to components such as Java Beans.
Advantage of JSP: An integrated solution for generating and returning dynamic Web page content such as HTML or XML to a client browser.
JSP (Java Server Pages) replaces the SAP proprietary technology (ITS, Flow Logic) y Web technology based on open, widespread, state-of-the-art standards. y New JSP technology runs on Java web application servers (for example, SAP J2EE Engine, IBM Webshere). y No changes in CRM business logic (ABAP), the same APIs are used. Migration effort limited to frontend. y More openness to incorporate customer specific applications and third-party products (full outsidein). y Environment for professional Web design without limits (layout, interaction logic).
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SAP Internet Sales Architecture in Detail Presentation
J2EE Application Server Internet Sales Web Application
Interaction and Presentation Layer
Business Objects Layer
XCM
Browser
BLS Layer
SAP Java Connector EIS
CRM
IMS
IPC
Other connectors e.g. e.g. sockets/JDBC sockets/JDBC
other systems, e.g. SAP R/3
JSP JSP == Java Java Server Server Pages Pages BO BO == Business Business Objects Objects BLS BLS == Business Business Logic Logic Services Services EIS EIS == Enterprise Enterprise Information Information System System XCM XCM == Extended Extended Configuration Configuration Management Management
SAP AG 2004
The JAVA application in the Interaction Layer is subdivided in three levels:
Interaction and presentation Layer (consisting of Struts & JSPs): In this level HTTP user requests are received and it is decided how they are processed. Dependent on the user request, the appropriate action is loaded and the relevant Java classes from the Business Object Layer is processed. The control logic is determined here.
Business Object Layer (BO Layer): The Business Object Layer consists of Java classes, which represent the Business Objects (e.g., basket or catalog). It forms a sturdy and slim interface (only a few methods are available). Additional, logic for the individual customer must be implemented in these Business Object Layer.
Enterprise Application Layer (EAI Layer) The Enterprise Application Layer forms a broad interface in contrast to the Business Object Layer, which provides interfaces to the Business Object Layer existing business objects. The interface to a business object (e.g., basket) can possess arbitrary implementations for different Enterprise Information Systems (EIS) (e.g., basket for CRM and basket for IPC). Communication of the JAVA application with the CRM and IMS is made possible over the JAVA Connector of the SAP system. Communication of the JAVA application with the IPC is made by Sockets.
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Deployment – Tools and Tasks Deployment Deploymentwith withSDM SDM • • Select Selectall alldeployment deploymentparameters parameterscorrectly correctly atatthe thebeginning beginning • • Create Createparameter parameterdirectory directorywhere wherecustomer customer places own files before deployment places own files before deployment Important: Outside the J2EE Engine installation dir Important: Outside the J2EE Engine installation dir
Upgrade Upgradewith withSDM SDM
Configuration Configurationwith withXCM XCM
• • Under UnderParameter ParameterDeployment Deployment Configuration, Configuration,select selectuse useexisting existing deployment deploymentparameters parametersUpgrade Upgradefinished finished
• • During Duringstartup startupXCM XCMcopies copiescustomer customer parameters in the created parameters in the createddirectory directory • • Configuration Configurationofofapplication applicationwith withXCM XCMÆ Æall all files are stored in customer directory files are stored in customer directory
Modification Modificationwith withISA ISAbuild buildtool tool •• ••
The TheISA ISAbuild buildtool toolisisbased basedon onApache ApacheAnt Ant Ant Antisisthe themost mostcommon commonbuild buildtool toolfor forJava Javaapplications applications
SAP AG 2004
Use:
SDM for deployment
XCM for configuration and upgrade
Build Tool for modifications
Software Delivery Manager (SDM) y Internet Sales 4.0 Web applications must be deployed with SDM y Maintain deployment parameters for Web application (EAR files) y Deployment parameters are saved to the Web application’s web.xml file y Further changes possible via Extended Configuration Management (XCM)
Build Tool y Supports building of project specific Web applications based on the Internet Sales applications - Separation of project specific code and code delivered by SAP - Automated build of project specific applications - Software Delivery Manager (SDM) support for project specific applications y Standardized process for upgrading modified Web applications to a newer support pack or a newer release
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Extended Configuration Management (XCM) ExtendedConfiguration ConfigurationManagement Management(XCM): (XCM): Extended (ReplacingWEB.xml WEB.xmlcontext contextparameters parameterswith withXCM) XCM) (Replacing
Toolwhich whichdivides dividesconfiguration configurationdata datafor forE-Commerce E-Commercein intwo twotypes: types: Tool Datamaintained maintainedby bySAP SAP Data ÆThisdata datamust mustnot notbe bechanged changedby bythe thecustomer customer ÆThis Datamaintained maintainedby bythe thecustomer customer Data
Goal of this concept: Clear separation of SAP and customer configuration. SAP AG 2004
SAP CRM has introduced a new concept for Java applications (Internet Sales, ICSS, IPC Web Application) called Extended Configuration Management (XCM). The customer can use the XCM admin tool to modify his or her configuration after deployment. The configuration will remain even after updating the Web applications (in contrast to changes directly in the web.xml). The XCM Administrator tool has been developed for common configuration activities (e.g., connection parameters to SAP system). Please note that the XCM Administrator cannot be used for less common settings. In this case configuration changes must be done manually. Modification data is rarely changed and therefore not maintained by the XCM Admin tool. This customer modification data is located in WEBINF/xcm/customer/modification. In most cases customer changes, done by customers, take place in initconfig.xml or backendobject-config.xml. You should never change the files config-data.xml or scenario-config.xml. This is done using XCM administration. Data maintained by SAP is located in the WEB-INF/xcm/sap folder. Data maintained by the customer is located in the \xcm\customer\modification folder. How the customer can use the XCM extension mechanism for manual configuration changes is described in a separate document. This document is attached to note 673638. For further reference regarding how to create a XCM application configuration (old: scenario) with the help of the XCM Administration Tool (e.g., CRM_AEP_800), please refer to the section on Extended Configuration Management (XCM) in the following guides: y CRM Web Application Installation Guide y Java Components for E-Selling and Channel Management Installation Guide
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Foundation and Architecture: Unit Summary
You are now able to: Describe mySAP CRM E-Commerce and the features and advantages of this solution Explain how mySAP CRM E-Commerce is integrated in SAP’s CRM system Describe the main components of the architecture
SAP AG 2004
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Exercises Unit:
Foundation and Architecture
Topic:
Internet Sales Scenarios
At the conclusion of this exercise, you will be able to: • Describe the B2C and the B2B scenarios of Internet Sales and discuss their specific functions
Your task is to demonstrate the business processes of Internet Sales. Before doing so, you need to take a look at the B2B and B2C scenarios.
1
Look at the visual design, procedures, and basic functionality of the B2C scenario. http://b2c/b2c/init.do?scenario.xcm=IDESCRM80X The last X stands for the last digit of your client. Example: If your CRM client is 801, type: http://…?scenario.xcm=IDESCRM801 1-1
Enter the specified URL in your Web browser and call up the B2C scenario of Internet Sales. Choose the WebShop PC4YOU_EN. You will see the welcome page with the Special offers. Browse through the Catalog until you reach the Monitors catalog area. Go to the Detail view of product HT-1036 and then add this product to your shopping basket.
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1-2
To receive personalized product recommendations, you have to maintain your personal data. You only need to maintain personal data if you want to receive personalized product recommendations. To maintain your customer profile, you first have to create a user. Create a user. Title: Mr. or Mrs. First Name:
________________________________________
Name:
________________________________________
House No. and Street: ________________________________________ Field Name or Data Type
Description or Value
City
Antioch
Region
Il for Illinois
Postal Code
60002
Country
United States
(Use this address or any other valid US-address - otherwise the Tax jurisdiction code can not be found). E-mail address:
________________________________________
Password (twice):
________________________________________
Save your entries. 1-3
Create a customer profile. The customer profile consists of a series of attributes (preferred Contact Channel and so on) that will be used to provide the customer with product recommendations. To create a personal profile and save it in the CRM system, you assign values to the attributes. Select the desired values and choose Save customer profile.
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1-4
Browse through the catalog. Choose Computer and search for the product R-1000C (under Configurable Systems). Configure this computer as you wish.
1-5
Go to your shopping basket and then to checkout. Because you are still logged in under your user name, you do not have to reenter your user ID. If you had not logged in with your user name before, you will be asked to do so now. You can log on by entering your e-mail address and your password. Specify that you are going to pay by invoice and are satisfied with the Standard Delivery Type. The order data including the order number now displays. Make a note of the order number: ____________________________________________________
2
Check the entries in the CRM system. 2-1
Log on to the appropriate CRM system.
2-2
Check whether the sales order you created in the last step of the exercise is in the CRM system. (The sales order is also processed by the R/3.) SAPmenu → Sales → Maintain Sales Transactions. Use the search function by selecting the Open Business Transaction pushbutton. Enter the order number from the previous exercise and choose Enter. Make a note of the number that the system has assigned for your sold-to party. ______________________________
2-3
Check that a business partner master has been created in the CRM system. SAPmenu → Master Data → Business Partner → Maintain Business Partner Enter the specified business partner number and look at the customer master record.
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3
Check the entries in R3. (Optional) 3-1
Check whether the sales order you have created exists in the OLTP system.
3-2
Check whether a business partner master has also been created in the OLTP system. Choose the following path: Logistics → Sales and Distribution → Master Data → Business partners → Customer → Display → Sales and Distribution or Complete
4
Look at the visual design, procedures, and basic functions of the B2B scenario. URL: http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X The last X stands for the last digit of your client. Example: If your CRM client is 801, please type: http://…?scenario.xcm=IDESCRM801 4-1
Log on to the B2B scenario and choose the WebShop PC4BIZ_EN. For the B2B scenario, you must enter a user (contact person) name and password to access the WebShop. For the exercises, you can use the following contact person: 233 (Mr. Miller), password welcome. Go to the order entry screen and add product HT-1050. Check the different delivery addresses. Change the default address. Create an order.
4-2
What differences did you notice between the B2B and B2C scenarios? ________________________________________________________ ________________________________________________________ ________________________________________________________
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(optional) Unit:
Foundation and Architecture
Topic:
Status Change
At the conclusion of this exercise, you will be able to: • Describe and explain the order status mechanism between R3 – CRM and Internet Sales • Process the created order in the backend system and check the status changes in CRM and in the WebShop 5
Process the created order in the backend system and check the status changes in CRM and in the WebShop 5-1
Check the status of your order in the CRM system. SAPmenu → Sales → Maintain Sales Transactions Look at the Status tab. What is the current status of the order? Attention: Please leave transaction!
5-2
Check the status of your order in the WebShop. Log on to the WebShop PC4YOU_EN and look at your Open Orders.
5-3
Create a delivery to the order in R3. Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order
© SAP AG
Field Name or Data Type
Description or Value
Shipping point
3800
Selection date
One week in the future
Order
Order number from created order
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5-4
© SAP AG
Now check the status of the order in the CRM system and in the WebShop again and note the new entries.
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Solutions
1
Unit:
Foundation and Architecture
Topic:
Internet Sales Scenarios
Look at the visual design, procedures, and basic functionality of the B2C WebShop. http://b2c/b2c/init.do?scenario.xcm=IDESCRM80X The last “X” stands for the last digit of your client. Example: If your CRM client is 801, please type: http://…?scenario.xcm=IDESCRM801 1-1
Enter the specified URL in your Web browser and call up the B2C scenario of Internet Sales. Choose the Web Shop PC4YOU_EN. You will see the welcome page with the Special offers Browse through the Catalog until you reach the catalog area Monitors Go to the detail view of product HT-1036 and then add this product to your shopping basket. Select the product description and then the Add to Shopping Basket button.
1-2
To receive personalized product recommendations, you have to maintain your personal data. You only need to maintain personal data if you want to receive personalized product recommendations. To maintain your customer profile, you first have to create a user. Create a user. Select My Account in the menu and choose the link Register. Maintain the following values: Title: Mr. or Mrs.
© SAP AG
First Name:
________________________________________
Name:
________________________________________
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House No. and Street: ________________________________________
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Field Name or Data Type
Description or Value
City
Antioch
Region
Il for Illinois
Postal Code
60002
Country
United States
Use this address or any other valid US-address – otherwise the Tax jurisdiction code can not be found). E-mail address: _________________________________________ Password (twice): ________________________________________ Save your entries. Choose the Save button. 1-3
Create a customer profile. The customer profile consists of a series of attributes (preferred Contact Channel and so on) that will be used to provide the customer with product recommendations. To create a personal profile and save it in the CRM system, you assign values to the attributes. In the menu, choose My account and then My Profile on the left. Select the desired values and choose Save customer profile.
1-4
Browse through the catalog. Choose the area Computer and search for the product R-1000C (under Configurable Systems). Configure this computer as you wish. Choose the Configuration icon and maintain all the required entries.
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1-5
Go to your shopping basket and then to checkout. Click on Shopping Basket on the right hand side. Because you are still logged on under your user name, you do not have to reenter your user ID. If you had not logged in with your user name before, you would be asked to do so now. You can log on by entering your e-mail address and your password. Choose the Go to checkout button. Specify that you are going to pay by invoice and are satisfied with Delivery Type Standard. Now select the Continue button, then accept the general terms and conditions and execute the Order. The order data including the order number now displays. Make a note of the order number: ____________________________________________________
2
Check the entries in the CRM system. 2-1
Log on to the appropriate CRM system.
2-2
Check whether the sales order you created in the last step of the exercise is in the CRM system. (The sales order is also processed by R/3.) SAPmenu → Sales → Maintain Sales Transactions. Use the search function by selecting the Open Business Transaction pushbutton. Enter the order number from the last exercise and choose Enter. Note the number that the system has assigned for your sold-to party. This number can be found on the General tab page. ______________________________
2-3
Check that a business partner master has been created in the CRM system. SAPmenu → Master Data → Business Partner → Maintain Business Partner Enter the specified business partner number and look at the customer master record. Choose Persons in the Find field, maintain the number, and choose Enter. Then double click on the Business Partner
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3
Check the entries in the R3 system. (Optional) 3-1
Check whether the sales order you have created exists in the SAP R/3 system. Choose the following menu path: Logistics → Sales and Distribution → Sales → Order → Display Enter the order number that you noted.
3-2
Check whether a business partner master has also been created in the SAP R/3 system. Choose the following menu path: Logistics → Sales and Distribution → Master Data → Business partners → Customer → Display → Sales and Distribution or Complete Enter the business partner number that you noted.
4
Look at the visual design, procedures, and basic function of the B2B scenario. URL: http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X The last “X” stands for the last digit of your client. Example: If your CRM client is 801, type: http://…?scenario.xcm=IDESCRM801 4-1
Log on to the B2B scenario and choose the WebShop PC4BIZ_EN. For the B2B scenario, you must enter a user name (contact person) and password to access the WebShop. For the exercises, you can use the following contact person: 233 (Mr. Miller), password welcome. Go to the order entry screen and add product HT-1050. Select Go! on the right hand side of New Transaction Create Order. Maintain product HT-1050 in quantity 1. Select the Update button. Check the different delivery addresses. Change the default address. Select one of the addresses available in the pull-down menu in the Deliver to address column at heater level. Create an order. Choose the Order button and confirm with OK.
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4-2
What differences did you notice between the B2B and B2C scenarios? B2B: Log in as contact person Direct input of a purchase order Customer-specific pricing in the Web shop catalog Availability Check in the Web shop catalog
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(optional)
5
Unit:
Foundation and Architecture
Topic:
Status Change
Process the created order in the backend system and check the status changes in CRM and in the WebShop 5-1
Check the status of your order in the CRM system SAPmenu → Sales → Maintain Sales Transactions Look at the Status tab. What is the current status of the order? The status in Open. Attention: Please leave transaction!
5-2
Check the status of your order in the WebShop. Log on to the WebShop PC4YOU_EN and take a look at your Open Orders. Enter the specified URL in your Web browser URL: http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X and call up the B2C scenario of Internet Sales. Choose the WebShop PC4YOU_EN. Select My Account and register. Select Open Orders and then the Order number. The status is Open.
5-3
Create a delivery to the order in R3-System Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order Field Name or Data Type
Description or Value
Shipping point
3800
Selection date
One week in the future
Order
Order number from created order
Enter and Save.
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5-4
Now check the status of the order in the CRM system and in the WebShop again and note the new entries. In CRM, the status is Completed. In WebShop PC4YOU_EN, now select Completed Orders and then on the Order number. The status is Finished.
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Shop and User Management
Units 1.
Foundation and Architecture
2.
Shop and User Management
3.
Catalog Setup
8.
4.
Order and Contract Processing
5.
Price Determination and ATP Check
6.
Additional E-Selling Scenarios
7.
E-Marketing
E-Service a) Solution Search b) Service Request Management c) Complaints and Returns Management in E-Commerce
9.
E-Analytics
Appendix SAP AG 2004
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Shop and User Management: Unit Overview
Shop Management User Management Super User Management
SAP AG 2004
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Shop and User Management: Unit Objectives
At the conclusion of this unit, you will be able to: Set up a Web shop via a Web application Customize the Web shop according to your specific needs Customize the relevant user-settings for a B2B and B2C Shop Log on to a B2B Web shop with your own user account
SAP AG 2004
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Shop and User Management I
Shop Management User Management Super User Management
SAP AG 2004
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Shop Management Process
New NewWeb-based Web-basedShop ShopManagement Management
http://web-server:port/shopadmin/shopadmin/init.do http://web-server:port/shopadmin/shopadmin/init.do
• • • •
Maintain Maintainthe theweb webshop shopsettings settings
Save Savethe theweb webshop shopdata datainto into CRM back-end table CRM back-end table
General Information Catalog Order Marketing
Shop ID
Value 1
Value 2
B2C
…
…
B2B
…
…
SAP AG 2004
New Web-based Shop Management replaces the SAP GUI transaction.
Convenient management of shop data in one central place.
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Defining a Web Shop – Usage
Usage – Business Scenario: Functions Create New Shop for scenario Display, Change and Delete Ex
B2C Web Shop
B2B Web Shop
SAP AG 2004
The drop down list box allow you to select Internet Sales B2B, Internet Sales B2C, or Internet Sales B2C/B2B and specify whether the Web shop can be used in the B2B and/or the B2C scenario.
Business-on-Behalf, Collaborative Showroom, and Hosted Order Management are used in Channel Management.
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Define a Web Shop – Overview You have to maintain control areas for each Web shop Control Areas Areas General Information
Order
• • • •
• • • •
Shop ID / description * Business scenario * Authorization User Administration *
Catalog
Order * Quotations Contracts Contract Negotiations
Marketing
• Product Catalog data *
• Global Product Recommendation • Personalized Product Recommendation • CrossCross-,Up,Up-Selling, Accessories
* = mandatory parameters
SAP AG 2004
Web shop controls areas: y General Information: - The usage of business scenarios (B2B and/or B2C Internet Sales, Business-on-behalf, Collaborative Showroom, Hosted Order Management) - Authorizations, User Administration y Catalog: - Product Catalog data y Order: - Order, Quotations, Contracts (B2B Internet Sales only), Contract Negotiations y Marketing - Global Product Recommendation, Personalized Product Recommendation, Cross-, Up-Selling and Accessories
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Define a Web Shop – General Information
Control Parameters General Information: General Information
Catalog
Order
Marketing
Usage Business Scenario Authorizations
Authority group empty Æ all users can enter shop
Authorization Group
Authority group filled Æ Only users with special authorization can enter shop
User Administration Country group
only for B2B scenario: Partner Function Contact Person
SAP AG 2004
Usage: Name of the Business Scenario
New Functionality with CRM 4.0: y Authorization Group: Key that is used to manage the authorization for calling up the Internet Sales Web shop. The corresponding authorization set is CRM_ISA_SP.
Country group: Key that groups related countries according to certain criteria. The country grouping is implemented during address maintenance in Internet Sales, to make a selection from all the countries in the system.
Partner Function Contact Person: After the user has logged on, the system uses this partner function to determine the company that the contact person belongs to and which functions as the sold-to party.
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Define a Web Shop – Product Catalog
Control Parameters Product Catalog: General Information
Catalog
Order
Marketing
Product Catalog Catalog Search (B2B Internet Sales) Catalog Catalog variant Catalog View Hide internal catalog Controlling Price Determination in the Catalog via IPC Read from Index Server (List Prices)
A Web shop is based on the product catalog
SAP AG 2004
Select the product catalog and catalog variant that contain the correct content for the Web shop.
Only one product catalog and one catalog variant can be published per Web shop. Both fields are mandatory.
With the field Catalog View you can determine specific catalog views and assign business partners to them: y For each Web shop you decide whether personalized catalog determination shall take place or if a specific view is presented to all Web shop visitors.
The check box Catalog Search controls the determination of personalized catalog views in B2B Internet Sales. Select this field if you want to use catalog determination. Therefore, during logon in a Web shop, the system determines the catalog views that are suitable for the user.
Flag Hide internal catalog is used to control whether the CRM product catalog is displayed.
Parameter Controlling Price Determination in the Catalog facilitates price determination in a Web shop.
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Define a Web Shop – Order (1/2)
Control Parameters Order: General Information
Catalog
Order
Marketing
Order Order Type Sales Office Availability check control CRM integrated availability check (SAP APO) or availability information (SAP R/3) Internet Sales specific availability information using SAP R/3 (obsolet)
SAP AG 2004
For B2C and B2B scenario: y Order Type: Defines the characteristics and attributes of a business transaction (e.g., sales order, service request, sales call) and specifies the control attributes (e.g., text determination procedure, partner determination procedure). y Sales Office: You can form purchasing groups (for example, departments) in a sales office with specific sales responsibilities. y Availability check control: Shows the relevant information in the Web shop.
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Shop and User Management II
Shop Management
User Management Super User Management
SAP AG 2004
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B2C Scenario: General Procedure B2C Web Shop 1 Consumer registers
CRM System
2
SAP R/3 System
Automatic creation of a new business partner master record z Role consumer z Classification consumer z Data also retrieved from Reference Business Partner for Consumers
Upload Upload SAP R/3 customer master record
3
created
z SU01-user or SU05 creation SAP AG 2004
Features of the B2C shop regarding the user management: y Voluntary log-in, but necessary for personalization features and ordering y Log-in with e-mail address and password y When a customer registers in a Web shop, a business partner master record is automatically created in mySAP CRM y Business partner master record is completed using data from a reference business partner
Registration: y System checks if already a user with the same email/password combination already exists y E-mail address is stored in business partner data y Password is stored at SU05 internet user tables/SU01 user tables
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Registration: Address Screen Layouts
ISA supports two address screen layouts:
US
United States European Standard
How to find the right layout: Country is taken from sales organization (attribute in organization model)
European European Standard Standard
Address layout key is defined in country settings (IMG) Mapping to ISA supported layouts (IMG)
SAP AG 2004
The country is taken from the sales organization (attribute in the organizational model).
Address layout key is defined in country settings (IMG): y IMG Activity: Path in IMG: General Settings Æ Set Up Countries Æ Define Countries in mySAP.com Systems
Layout formats supported by mapping of address layout key to ISA (IMG): y Path in IMG: CRM Æ Internet Sales Æ Define Address Formats
The address screen layout is also used in the B2B shop for defining/changing a new delivery address (as in the B2C scenario).
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Registration: Selectable Countries
Restrict Restrict address address entry entry to to certain certain countries countries
Web Shop Control Parameters Shop management: General Information
User Administration Country group
US Registration
Title First Name Last Name
Define Define country country groups groups in in Customizing Customizing
House No/ Street City Country
SAP AG 2004
The Country group field is used in the B2C Web shop when consumers register in the Web shop. When specifying their personal data, consumers are also asked to enter their address (and country). The country group controls which countries are supported in this Web shop (the delivery locations can be restricted with this function). You can maintain the country group in Customizing (SPRO Æ Customer Relationship Management Æ Internet Sales Æ Define Country Groups). If no country group is entered for the Web shop, all the countries maintained in the CRM system are supported in the Web shop.
The maintenance of the Region field is only possible if a country group is maintained (region needed for tax jurisdiction code determination).
In the B2B scenario, the Country group controls the selection of countries if the delivery address changes (as in the B2C scenario).
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B2C Scenario: Reference Business Partner
REFBURA
Reference Bus. Partner Name
Reference business partner/US
Maintained Distribution Areas Sales organization
Distribution channel
IDES US West (Denver)
Internet Sales
IDES US West (Denver)
Internet Sales
Division
Sales
Shipping
BillDoc.
Cross-division
Maintain the reference business partner in the relevant sales areas
SAP AG 2004
In the customizing of the CRM system you have to maintain a reference business partner via the IMG activity Maintain Reference Business Partner for Consumers.
Maintain this business partner in the following two sales areas: y Sales organization of product catalog, distribution channel of product catalog, division y Sales organization of product catalog, distribution channel of product catalog, division of product master or SAP R/3 dummy division
In the master record of this reference business partner for consumers maintain the set types Sales, Shipping, and Billing.
By this you maintain data that will not be specified by the consumer when he or she registers in the Web shop (customer pricing procedure, terms of delivery, terms of payment, and so on).
All company code relevant data are maintained in the SAP R/3 via transaction VD07 (Reference Business Partner for B2C Customer).
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B2B Scenario Overview User Management (UM)
3
B2B Web Shop
5
User ID*
User ID
E-mail*
KWiga
For the companies
Password
Customer (contact person) logs on to B2B Web Shop
******** Authorizations*
Log on
CRM System Automatic creation of
Change Password
SAP R/3 System 2
4
1
z Sold-to party (from SAP R/3) z Contact Person (from UM) z Internet User (from UM)
Download Download A customer master record
SAP AG 2004
Features of the B2B shop regarding the user management: y Mandatory log in before entering the Web shop y Contact persons created by Web shop administrator y User concept (two different user types available) B2B for occasional users: y B2C Templates can be used with B2B user Æ Late login possible for B2B Common B2B login problems: y Within the Shop Management the field Partner Function Contact Person does not have the value 0000015 y Anonymous user not of user type SERVICE y Anonymous user password in web xml different to CRM y User/contact has no relationship to sold to’s y User has no authorizations y User comparison for role needed (Report PFUD) y User locked because of wrong login tries y The CRM system allows one password change per day ÆConsulting Note 506407 ÆConsulting Note 395098
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User Management: B2B Internet User Creationand andmaintenance maintenanceof ofB2B B2BInternet InternetUser User Creation (contactperson personconcept) concept)for forcompanies companies (contact Availablefunctions: functions: Available
Internetuser usercreation creation Internet
Company Companyassignment assignment(supported (supportedby bycompany companysearch) search) Role Roleassignment assignment
Copyingdata dataof ofexisting existingInternet Internetuser user Copying Searchfor forexisting existingInternet Internetusers users Search Maintenanceof ofInternet Internetuser user Maintenance Lock/unlock Lock/unlock Passwordreset reset Password
Change Changeof ofuser userdata data Change of company assignment Change of company assignment Change Changeof ofrole roleassignment assignment
DeleteInternet Internetuser user Delete E-mailnotification notification E-mail
(newuser/password user/passwordreset) reset) (new
SAP AG 2004
This functionality can be used by a Web shop administrator (seller side) or a Super User (buyer side). User Management URL: http:///useradmin/useradmin/init.do For each B2B contact person, a BP partner and Internet user are created within the CRM.
Customizing:
1. Internet Sales Æ Internet User Æ User Settings y Set User Administration (since 3.1): Adjust the ISA web user administration y Set Roles for User Administration (since 3.1) - Introduces all roles that can be assigned to internet users in the ISA web user administration y Enter reference users for internet user administration (since 4.0) 2. Internet Sales Æ Internet User Æ Internet User Settings y Set B2B Internet User must be set to Only use Internet user (SU01)
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B2B Scenario Overview: Existing Contact Person B2B Web Shop
3
Customer (contact person) logs on to B2B Web Shop
User ID Miller Password ******** Log on
Change Password
CRM System Automatic creation of two
SAP R/3 System 2
1
business partners: 1. Sold-to party 2. Contact person z Manual creation of Internet
Download Download
User
A customer master record with a maintained contact person0
SAP AG 2004
If contact persons for a given company already exist, you can create Internet user directly within the CRM. With the web application User Management you can create new contact persons.
One advantage of the User Management is that users can be created portal enabled. Login to a portal with that user is possible then as well.
Manual creation of an Internet User:
Either via transaction SU05 (for an SU05 user) or via the business master of the contact person - role: Internet User- (for an SU01 User).
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Difference between Internet User and Business Partner
Internet User
Neededfor: for: Needed Authentication ••Authentication Authorization(profiles, (profiles,roles, roles,ref. ref.user) user) ••Authorization Menu(portal) (portal) ••Menu Linked by central person object (SU01) or by using the same Identification (SU05)
Business Partner
Neededfor: for: Needed Businesslogic logic ••Business Businessprocesses processes ••Business Businessmaster masterdata data ••Business
SAP AG 2004
Within SAP CRM two types of Internet users exist: y SU05 user (usage not longer recommended by SAP) -
Transaction SU05
-
Use of Business Partner ID for User-ID (Î linked by the same name)
-
Object type: BUS1006 (Business Partner)
-
Used for authentication
-
Old user concept
-
No authorization checks possible
-
Needs anonymous (SU01) user for connections
-
No SSO possible
…
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… y SU01 user:
-
SU01-user as Internet user
-
B2B since release 2.0
-
B2C since release 4.0
-
Transaction SU01 (SAP user administration)
-
Authorization checks possible (roles (B2B), reference user (B2C)
-
Internet user from user type DIALOG
-
Anonymous user from user type SERVICE
Business Partner y Address data, relationships to other business partners, Sales area dependent data y Control data, Status (released, blocked, archived, special status), Partner roles, Partner functions in transactions
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How to Create an Internet User
B2B: B2B Via transaction SU05 SU05 User
Business Partner
ID = BPnumber Type = BUS1006
B2C: B2C User self registration B2B: B2B CRM: Via transaction BP SU01 User
Business Partner
(for existing contact person) - select BP role Internet user - tab strip Internet user
Web: Web based User Management (recommended for new contact person)
B2C: B2C User self registration SAP AG 2004
Internet sales standard roles:
For anonymous user: SAP_CRM_ISA_ITSLOGIN
For B2B internet user / B2C reference user: SAP_CRM_INTERNET_CUSTOMER
New with CRM 4.0 for B2C: Enhanced possibilities in user management (SU01 user) enabled with migration from existing concept (SU05 user):
In order to register or log on to a Web shop for B2C Internet Sales, you have to specify which Internet user type is used in B2C in Customizing for Internet Sales. Path in the IMG: Customer Relationship Management → Internet Sales → Internet User → Internet User Settings → Set Up Internet Users (B2C)
Choose one of the following values for the B2C Internet user y Change Internet user (SU05) to Internet user (SU01) y Only Use Internet user (SU01) - recommended by SAP y Only Use Internet user (SU05)
…
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If Only Use Internet user (SU01) is checked, a CRM system user (SU01-user) will be created automatically for each registered consumer. (BPnumber = User number). This user will refer to a reference user, which needs to be created in advance. You need to assign the role SAP_CRM_INTERNET_CUSTOMER to that user.
Assignment of the reference user: Maintain a reference user variable like $INTERNETUSR in the customizing Set Up Internet Users (B2C) and map this variable to a reference user via transaction SU_REFUSERVARIABLE.
The usage of SU05 Internet users is no longer recommended by SAP for the B2B shop. First you need SU01 users for a portal integration (single-sign-on) and second future developments will build on the SU01 functionality (like the UME Integration, which might be relevant for the B2C scenario with the next release).
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Shop and User Management III
Shop Management User Management
Super User Management
SAP AG 2004
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Superuser Concept: Overview
CustomerCustomer-side
NormalShop ShopUser User Normal (ContactPerson) Person) (Contact
creates
WebShop ShopManager Manager Web
Superuser Superuser cre
ate
s
AdditionalSuperuser Superuser Additional
creates cre
ate
s
SAP AG 2004
As of CRM Release 3.1, a superuser on the customer side can create and maintain Internet users using the Web-based interface in the user management. Flow: y The Web shop manager (seller-side) maintains the superuser's data y The initial password is automatically sent to the e-mail address maintained y The superuser can log on to the user administration and create master records either for normal shop users or for additional superusers y The initial password is automatically sent to the user Web shop Manager y Normal user of web shop provider y No business partner for user necessary y Role: SAP_CRM_ISA_WEBSHOP_MANAGER y Administration of existing Internet users Superuser y Company superuser y Contact partner with contact relation to companies y Role: SAP_CRM_ISA_UA_SUPERUSER y Creation of superusers and internet users for the related companies only y Can only assign roles which are assigned to himself
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Super User Concept: Benefits
Cost reduction Possibility to relocate the effort to create and administrate Internet Sales users from the Web shop administrator on the seller side to special users (superusers) on the customer side
Self service Multi level superuser concept enables a professional user administration on customer side
Faster and better access control to the Web shop
SAP AG 2004
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Shop Management: Unit Summary
You are now able to: Set up a Web shop via a Web application Customize the Web shop according to your specific needs Customize the relevant user-settings for a B2B and B2C Shop Log on to a B2B Web shop with your own user account
SAP AG 2004
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Exercises Unit:
Shop and User Management
Topic:
Shop Management
At the conclusion of this exercise, you will be able to: • Describe the idea of a WebShop • Create a new B2C and B2B WebShop WebShop Management 1
Create a B2C WebShop for the additional exercises. 1-1
To access the WebShop admin application, open the following URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM8 0X X=last digit of your client (for example, “0” if the CRM client is “800”)
1-2
Log on with your CRM user name.
1-3
Choose scenario Internet Sales B2C and select the New Shop button.
1-4
© SAP AG
Field Name or Data Type
Description or Value
WebShop ID
ZB2CSHOP##
Description
B2C WebShop for gr. ##
Country group
US
Catalog
PCSHOP
Variant
VAR_EN
Transaction type
ZIS
Save your entries.
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Create a B2B WebShop for the additional exercises. 2-1
To access the WebShop admin application, open the following URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X X=last digit of your client (for example, “0” if the CRM client is “800”)
2-2
Log on with your CRM user.
2-3
Choose the Internet Sales B2B and select the New Shop button.
2-4
3
Field Name or Data Type
Description or Value
WebShop ID
ZB2BSHOP##
Description
B2B WebShop for gr. ##
Partner Function Contact Person
00000015
Country group
US
Catalog
PCSHOP
Variant
VAR_EN
Transaction type
ZIS
Save your entries.
Access your B2C and B2B shop using the following URLs and check if your shop appears in the shop list. B2B: B2C: X=last digit of your client (for example, “0” if the CRM client is “800”)
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Unit:
Elements of CRM
Topic:
User Management
At the conclusion of this exercise, you will be able to: • Explain the relationship between business partner and Internet user • Create a new Internet user.
In the following section, you will create a contact person for the customer Happy Store and then create an order for this customer in the B2B WebShop. Business Partner in CRM: Happy Store BP-Number: 3995 4.
Creation of a Contact Person by a WebShop Manager 4-1 Start the Web-based user management application. http:///useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800) 4-2 Try to log on with the user name 233 and password welcome. Why did it not work? What message appears? _________________________________________________________________ _________________________________________________________________ 4-3 Check if the role SAP_CRM_ISA_WEBSHOP_MANAGER is assigned to the CRM system user with the alias 233? 4-4 Check if this role is assigned to user with the alias 461? 4-5 Start the Web-based user management application again and log on with user name 461 and password welcome.
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4-6 Create a new contact person for the customer Happy Store (BP number: 3995) using this Web-based user management application. Field Name or Data Type
Description or Value
UserID
Miller##
E-mail
miller##@sap.com (or one of you choice)
Company
Happy Store, BP-Number 3995
Authorization
Authorizations for Internet Customers
Form of Address
Mr.
First Name
John
Name
Miller##
Select the language English and leave the other fields empty. Select Create. 4-7
Note your user ID and password. ____________________________________________________
4-8
What did you just create in the CRM system?
4-9
Check if both exist in the CRM system
4-10 What role has been assigned to the user? Leave the transaction. 4-11 Log on with your new contact person to the B2B WebShop. Start your browser and call up the B2B scenario. URL: http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X Enter the user ID of the contact person (miller##) and the password. Choose the WebShop ZB2BSHOP## and create an order with product HT-1000. 4-12 Check in the CRM System to see the sold-to-party and the contact person that are assigned to this order. Menu path: SAPmenu→ Sales Maintain Sales Transactions Sold-to party: Contact Person: © SAP AG
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Optional: Creation of Contact Persons by a Super User In this exercise, you enable an employee of the customer Happy Store to create additional contact persons. 5-1
Start the Web-based User Management application http:///useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800) 5-2
Log on with user name 461 and the password: welcome.
5-3
Create new superuser for the customer Happy Store (BP number: 3995) using the Web-based User Management application. Field Name or Data Type
Description or Value
UserID
Superuser##
E-mail
Jane.Smith##@sap.com (or one of you choice)
Company
Happy Store, BP-Number 3995
Authorizations
Internet Sales User Administration Authorizations for Internet Customers
Form of Address
Mrs.
First Name
Jane
Name
Smith##
Select the language English and leave the other fields empty. Select Create. 5-4
Note your user ID and password. ____________________________________________________
5-5
Start the Web-based User Management application again. http:///useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
5-6
Log on with the new user ID and password (Jane Smith##).
5-7
Create a new contact person as in exercise 4. What are the two differences compared to exercise 4, when you created contact persons as a WebShop manager? _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
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Solutions Unit:
Shop and User Management
Topic:
Shop Management
WebShop Management 1
Create a B2C WebShop for the additional exercises. 1-1
To access the WebShop admin application, open the following URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X X=last digit of your client (for example, 0 if the CRM client is 800)
1-2
Log on with your CRM user.
1-3
Choose scenario Internet Sales B2C and select the New Shop button.
1-4
2
WebShop ID: Description: Country group:
ZB2CSHOP## B2C WebShop for gr. ## US
Choose the Catalog tab. Catalog: Variant:
PCSHOP VAR_EN
Choose Order tab. Transaction type:
ZIS
Save your entries.
Create a B2B WebShop for the additional exercises. 2-1
To access the WebShop admin application, open the following URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X X=last digit of your client (for example, 0 if the CRM client is 800)
2-2
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3
Choose the Internet Sales B2B scenario and select the New Shop button. WebShop ID: Description: Partner Function Contact Person: Country group:
ZB2BSHOP## B2B Web shop for gr. ## 00000015 US
Choose the Catalog tab. Catalog: Variant:
PCSHOP VAR_EN
Choose Order tab. Transaction type:
ZIS
Save your entries.
Access your B2C and B2B shop using the following URLs and check if your shop appears in the shop list. B2B: B2C: X=last digit of your client (for example, 0 if the CRM client is 800)
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4.
Unit:
Elements of CRM
Topic:
User Management
Creation of a Contact Person by a WebShop Manager In the following section, you will create a contact person for the customer Happy Store and then create an order for this customer in the B2B Web shop. Business Partner in CRM:
Happy Store
BP-Number:
3995
2-1 Start the Web-based user management application. http:///useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800) 2-2 Try to log on with the user name 233 and password welcome. Why does it not work? What message appears? You do not have authorization (e.g. role SAP_CRM_ISA_WEBSHOP_MANAGER) for User Administration. 2-3 Check if the role SAP_CRM_ISA_WEBSHOP_MANAGER is assigned to the CRM system user with the alias 233. Log on to the CRM and check in transaction SU01 if this role is assigned to user with the alias 233. (Type 233 in the Alias field and choose Enter.) You will see that the role is not assigned. Therefore, you could not log on to the User Management. 2-4 Check if this role is assigned to user with the alias 461. In transaction SU01, type 461 in the Alias field and choose Enter. Navigate to the Roles tab . You will see that this user has this role assigned and therefore, owns the authorizations for a WebShop manager. 2-5 Start the Web-based user management application again and log on with user name 461 and the password welcome.
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2-6 Create a new contact person for the customer Happy Store (BP number: 3995) using this Web-based user management application. UserID: E-mail: Company:
Miller## miller##@sap.com (or one of you choice) Happy Store, BP-Number 3995
Select the Company Search button and enter the BP-Number (3995). Choose the Go! button. Select the company by marking the check box and click on the Adopt link. Authorization:
Authorizations for Internet Customers
Mark the authorization in the left menu (Not Assigned) and select the First Arrow button. The selected authorization should appear in the right menu. Form of Address: First Name: Name:
Mr. John Miller##
Enter the data into the fields in the lower area of the window. Select the Continue button. Select the language English and leave the other fields empty. Select Create. 2-7 Note your user ID and password. ____________________________________________________ 2-8 What have you just created in the CRM system? 1. A business partner account (role: contact person) 2. A system user 2-9 Check if both exist in the CRM system 1. Open the business partner master (Tx BP) and check out the relationships of the business partner 3995 (Happy Store Los Angeles). A contact person John Miller## has been assigned to this customer 2. Start Tx SU01 and enter Miller## in the Alias field and select Enter. A user with the alias Miller## has been created. 2-10 Which role has been assigned to the user? Role: SAP_CRM_INTERNET_CUSTOMER Leave the transaction.
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2-11 Now log on with your new contact person to the B2B Web shop. Start your browser and call up the B2B scenario. URL: http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X Enter the user name (ID) of the contact person (miller##) and the password. Choose the WebShop ZB2BSHOP## and create an order with product HT-1000. 2-12 Check in the CRM System the sold-to-party and the contact person that are assigned to this order. Menu Path: SAPmenu→ Sales → Maintain Sales Transactions Button: Open Business Transaction Enter the order number from previous exercise and select Enter. Go to the Partner tab page. Sold-to party: Happy Store Los Angeles (BP#: 3995) Contact Person: John Miller## 5
Optional: Creation of Contact Persons by a Superuser. In this exercise, you enable an employee of the customer Happy Store to create additional contact persons. 5-1 Start the Web-based user management application. http:///useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800) 5-2 Log on with user name 461 and the password welcome. 5-3 Create a new superuser for the customer Happy Store (BP number: 3995) using the Web-based user management application. UserID: E-mail: Company:
Superuser## Jane.Smith##@sap.com (or one of you choice) Happy Store, BP-Number 3995
Select the Company Search button and enter the BP-Number (3995). Choose the Go! button. Select the company by marking the check box and click on the Adopt link. Authorizations:
Internet Sales User Administration Authorizations for Internet Customers
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Mark the authorizations in the left menu (Not Assigned) and choose the First Arrow button. The selected authorizations should appear in the right menu. Form of Address: First Name: Name:
Mrs. Jane Smith##
Enter the data into the fields in the lower area of the window. Select the Continue button. Select the English language and leave the other fields empty. Choose Create. 5-4 Note your user ID and password. ____________________________________________________ 5-5 Start the Web based user management application again. http:///useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
5-6 Log on with the new user name (ID) and password (Jane Smith##) 5-7 Create a new contact person as in exercise 2. What are the two differences compared to exercise 2, when you created contact persons as a WebShop manager? Only contact persons for the company Happy Store Los Angeles can be created. The superuser can only assign those authorizations that he was assigned to.
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Catalog Setup
Units 1.
Foundation and Architecture
2.
Shop and User Management
3.
Catalog Setup
8.
4.
Order and Contract Processing
5.
Price Determination and ATP Check
6.
Additional E-Selling Scenarios
7.
E-Marketing
E-Service a) Solution Search b) Service Request Management c) Complaints and Returns Management in E-Commerce
9.
E-Analytics
Appendix SAP AG 2004
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Catalog Setup
Catalog Setup Maintenance (Web interface/SAPGui) Structure Views List of Characteristics Documents Texts Enhancements Catalog Export Collaborative Views
SAP AG 2004
With CRM 4.0 the functionality of Catalog and Order Management was extended by the following features: y Contract Negotiation y RFQ Processing y Batches y Product Determination y Customer specific views for external catalogs y OCI enhancements y Web Catalog Management
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Catalog Setup: Unit Objectives
At the conclusion of this unit, you will be able to: Set up the mySAP CRM product catalog with specific documents (like pictures) and texts Explain how a catalog can be activated and replicated Specify views for individual customers or customer groups Add additional product information (attributes from the product master) Display your own catalog in a Web shop Explain the product catalog export function
SAP AG 2004
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Catalog Setup
Catalog Setup Maintenance (Web interface/SAPGui) Structure Views List of Characteristics Documents Texts Enhancements Catalog Export Collaborative Views
SAP AG 2004
Catalog enhancement with CRM 4.0 y Service product enablement - New material category DIEN - Service organization as a new field in the catalog variant - Service material and standard products in one catalog y Enables combined product and service offerings, with mutual cross- and up-selling.
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Web Catalog Management
Create and manage catalogs via Web UI Full access for catalog administrator Same functionality as online transaction in CRM
Create, Copy, Change, Delete
SAP AG 2004
Same functionality as online transaction in CRM: y Initial and Update Replication y Export profile and XML Export
JSP frontend
New User Interface follows the People-Centric UI approach
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Catalog Maintenance in SAP GUI
SAP AG 2004
Same functionality as in Web Catalog Management
Product Catalog maintenance/creation (transaction: COMM_PCAT_ADM)
Additional features: y Copy from another catalog: - If a different catalog is to be copied into an existing catalog, navigate via the menu (Edit then Copy from another catalog) in product catalog management. Individual catalog areas can also be selected in this way. y Transfer product hierarchy: This process enables you to transfer existing product hierarchy areas, items, attributes, and documents into your product catalog. This makes it easier for you to have a standardized characterization of your products and their presentation in the Web shop.
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Set Up and Distribution of Product Catalog
The product catalog is maintained via web based Catalog Management and stored in the CRM system. After creation it is replicated to the Index server. Multimedia objects are published to the Web server. Publishing Web Server
Web Catalog Admin
CRM System
Product Catalog
Replication
Index Server
J2EE AS
Web Server
SAP AG 2004
Product catalogs are used to present products in the Web (Web shop). The product catalog of mySAP CRM E-Commerce is maintained in the SAP CRM system or via web based Catalog Management and after that replicated to an Index server for fast access. For the same reason, multi-media objects are published to the Web server. The index server enables to access the catalog data quickly and to search and browse through the product catalog efficiently without accessing the SAP CRM system. The index server is accessed directly from the J2EE Application Server. The product catalog is based on the CRM product master. In general, the material master data is maintained in the SAP R/3 system and then transferred to the product master in the CRM system. In the CRM system, the product master data is used to create one or more product catalogs for one or more Web shops. Replication to the Index Server: The product catalog is replicated to the index server (structure, texts, and so on). Since an index is created on the index server, you can search through and select products in the product catalog quickly and efficiently without having to access the SAP CRM system. The index can be updated on the index server at any time. The index is the database (file structure) of the product catalog in the Web. All necessary settings for replication are done in transaction SRMO. Publication to the Web Server: A catalog usually contains binary data such as images, sound files and other MIME objects. Since the IMS cannot process binary data, the MIME documents are replicated to a special directory on the Web server. For the replication and publication processes, you must define HTTP and FTP settings.
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Product Catalog: General Structure Product Catalog
Catalog Structure
Header Basic Data
PCSHOP Computer
Administration Data
Printer Variants
Views
Catalog Area
CRM System / Web Catalog Admin
SAP AG 2004
A product catalog in the CRM system consists of seven basic elements: 1. Catalog header 2. Catalog areas (structure of the catalog) 3. Variants 4. Views 5. Catalog Areas 6. Item List within a Catalog Area 7. Item Details
The catalog header contains a particular catalog type and additional data that applies to the entire product catalog (validity period, basic characteristic list, date of creation, last changes, and so on). The characteristics list at this level is valid for all the products in the product catalog. It is used for general characterization and in the Web catalog.
Catalog areas enable a product catalog to be structured and organized to suit the company's requirements. The areas are arranged hierarchically and are unlimited in number.
Different versions of a product catalog can be defined with catalog variants. A variant is always based on the same dataset, but can be defined for different languages, currencies, price controls, or distribution chains (sales organization and distribution channel). If several catalog variants are defined, the same dataset is used to create catalogs in several languages and/or with different pricing, for example. Catalog views define the catalog areas/individual products that are displayed for a customer/target group in the B2B Web shop.
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Catalog Type
The catalog type defines: Typeof ofproduct productassignment assignment Type Theusage usageof ofthe thecatalog catalog The Possibleproduct producttypes types Possible Textdetermination determination Text Documenton onarea areaand anditem item Document level level Usageand andformat formatof ofproduct product Usage ordernumber number order
SAP AG 2004
Each catalog header contains a particular catalog type.
Definition of catalog types in Customizing: Path (IMG): CRM Æ Master Data Æ Product Catalog Æ Define Catalog Types
The catalog type determines the type of product assignment.
Automatic assignment: The products are transferred automatically to the catalog areas. This is done by the assignment of a product category to a catalog area. The actual maintenance to the catalog item is shifted to the product master.
Both manual and automatic product assignment can be used in a catalog, as long as the corresponding catalog type was chosen. In a specific catalog area products can either be assigned manually or automatically.
The catalog type also controls the text determination procedure for catalog areas and items and which documents are transferred from the product master and which document types can be maintained within the product catalog (the latter only for catalog areas with manual product assignment).
Once assigned, the catalog type of a catalog cannot be changed.
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Catalog Type: Manual and/or Automatic Assignment
Manual Item Assignment Each product has to be assigned manually to a product catalog area
Very flexible (all product data can be maintained within the product catalog), much work to do
Automatic Item Assignment The selected product category determines which product appears in the catalog
Less flexible (product data is retrieved from the product master), fast catalog set up
SAP AG 2004
Manual Item Assignment: y Product descriptions (texts, documents, attributes) can be changed and added on product catalog level y Active and inactive versions (work versions) for product items can be kept in product catalog subarea y Accessories have to be chosen manually from the product master
Automatic Item Assignment: y No catalog-specific attributes can be used (only from product master) y No catalog-specific texts and documents on product catalog level (only from product master) y No product items can be added or removed manually y Products appear automatically with latest information from product master y Accessories are taken automatically from the product master
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Variants Objective To use one catalog (with the same dataset) for several languages, currencies, pricing models, and distribution chains Required settings for each variant (selection): Distribution channel
Language Specifies the language of the product data
Organizational unit – is used as a default value to create a sales order
Currency, Currency 2
Pricing procedure
Specifies the primary and secondary currency
Sales organization
Is used to determine prices in the Web shop
Unit of measure type Specifies the unit of measure type for the products in the Web shop (base unit of measure, sales unit, for example)
Organizational unit – is used as a default value to generate a sales order created in the Web shop
Responsible Org.Unit Is used for partner determination within created orders
Service organization
(optional)
To combine service material and standard products in one catalog
SAP AG 2004
You can define different versions for each catalog using the catalog variants. You can create catalogs with the same dataset in various languages, currencies, or distribution chains by defining different catalog variants.
In addition to the required entries above, the following optional settings can be maintained for each variant: y Valid from – valid to Period in which the variant is valid y Customer group, value group, price list type Optional entry fields for pricing, which are transferred to the IPC y Service Organization •New material category DIEN •Service organization as a new field in the catalog variant •Service material and standard products in one catalog •Enables combined product and service offerings, with mutual cross- and up-selling
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Catalog Areas Catalog Areas PCSHOP
Basic Data
Documents
Texts
Computer Printer
Catalog area type
Area characteristic list
Active symbol for catalog area
Document ID
Document type
Description
Language
Languagedependent texts
Load and save local files
SAP AG 2004
Catalog areas enable a product catalog to be structured and organized to suit the company's requirements. They are arranged hierarchically and are unlimited in number.
On the right the data can be entered. There are three tabs. To be able to change the data the areas have to be inactive. This can be achieved either by deactivating the area or by creating a work version. If the area is deactivated and the catalog is saved, then the replication/export will no longer use this area (and their sub areas as well even when they are active). A replication would then delete the areas from the index and the web shop could no longer access them. A working version keeps the latest active version for this purpose and the changing is done on a copy.
Basic Data:
Here the area can be switched from active to inactive and vice versa by clicking on the bulb. The work version is created by clicking on the button next to the bulb.
The characteristics list concept is described in detail later.
The catalog area can only be published on the index server if the catalog and catalog areas are active.
Documents:
You can assign documents, such as images, to the catalog areas. These documents are then displayed in the Web catalog when the catalog area is accessed.
Texts:
These texts are only published on the index server if the respective variant is published with the valid languages.
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Catalog Items
Item List
z Items o Product number o Product description o Active symbol for product o Administration data (created, changed, and so on) o Accessories
SAP AG 2004
An item list is assigned to each catalog area (manually or automatically, depending on the catalog type and the checkbox in the catalog area).
The item list shows all the products that are assigned to a catalog area. The product number, product type, and product description are also displayed. The characteristics that were defined in the catalog header and area are displayed at this level. These characteristics can be maintained if they are assigned to the item list manually.
The products in the item list must be activated (manual assignment) if they are to be published. In addition to the product catalog, the catalog variant and the catalog have to be activated.
The item list can be exported to a local file; different formats are supported (HTML, simple text, and so on) (only within the CRM-System).
The dropdown box For Variant can be used to filter the item list for a certain variant (sales line).
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Item Details Item Details Product documents Item documents
Texts
z Documents and texts for items o Integration of different documents o Language-dependent documents o Language-dependent texts
Description Computer
Language
English
Language-dependent texts
SAP AG 2004
Multimedia objects, such as images, video/sound files, or texts, can be assigned to each product. After replication, these documents are displayed with the corresponding products in the Web catalog.
Because the user logs on in a particular language, the system is then able to display to the user the texts and multimedia objects defined in that language. Otherwise, the language-independent texts and/or multimedia documents are shown. This makes the job of deploying a multi-language Web shop much easier.
Each document is saved under a document ID and classified according to the document type (thumbnail, video, and so on).
Languages: In addition to the item description, the following objects of the catalog can be language specific: y The name of the product catalog y The description of the catalog areas y The description of the catalog variants y The multimedia objects y The description of the catalog views
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Activation/Deactivation
Activation for publication
Required to release the product catalog (and new or changed catalog contents) Four activation levels:
Catalog header
Catalog variant
Catalog area
Product item
Deactivate to exclude from publication
SAP AG 2004
Activate/deactivate: With this function, you can release product catalogs or catalog contents (new and changed) for publication in a Web shop or you can deactivate these publications.
The publication entails four activation levels: y Product items: Releasing product items for publication y Catalog area: Releasing a catalog area with all its subareas for publication y Catalog variant: Releasing a catalog variant with all its active subareas for publication y Catalog header: Releasing a product catalog for publication
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Catalog Views
1. A view represents a product catalog filter 2. Views can be used when catalogs are displayed in the Web shop or for the XML export 3. Views can be assigned to business partners or target groups
Catalog views define the areas/individual products (B2B shop: customer specific) that are displayed for customers in the Web shop or that are exported via XML SAP AG 2004
View maintenance is pretty simple. Create a view by entering an ID and a description and then choose the magnifier and select the areas and items you want to include in the view. Items are only selectable if the area is of type manual assignment.
Views and variants are different types of filters for catalog contents: y Catalog View: - Mainly works as a filter - Optional y Catalog Variant: - Is more than just a filter; the parameters required for the replication (such as language, sales organization, currency, and so on) are also defined - Is a prerequisite for every catalog
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Create Views Views are created in product catalog maintenance
SAP AG 2004
In the details view of a defined catalog view, you can select the products or product catalog areas that are to be included in the view.
You can choose the individual business partners or target groups for which the view will apply by choosing Assign business partner.
The catalog view must be included in the definition of the Web shop. There are two options. If the view is to apply for all (!) visitors to the Web shop, it is entered in the Catalog view field. This setting is then also valid for the B2C scenario. If the view is not to apply for all visitors, the Catalog determination field is checked. The system then checks whether a view is assigned to the Web shop user, in other words, to the B2B contact person who is currently logged on. If no view is assigned to this user, the same tests are performed for the sold-to party for whom the contact person is responsible. The catalog determination function only works in the B2B scenario.
For each catalog view, a partner/product range (PPR) is generated in the background. A PPR is used to sell a particular range of products to a selected group of business partners (or target groups) within a specified interval.
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Process of Catalog Determination
Contact person logs on His/her sold-to-party is determined System searches for catalog views assigned to the contact person; if not successful it searches for view assigned to the sold-to-party (also over target groups) Catalog view ⇒ product catalog ⇒ catalog variant with matching sales area List of catalog variants to choose from, similar to shop list in standard scenario The user will only see areas and items contained in both the variant selected and the view determined by the system
SAP AG 2004
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Set Up a Catalog Structure from a Hierarchy
A catalog structure can be set up by means of a product hierarchy
Product Hierarchy
Catalog Structure
Level 1
Level 1
Level 2
Level 2
Level 3
Level 3
Level 4
Level 4
..........
..........
SAP AG 2004
To set up a catalog structure from a product hierarchy, you choose Edit and Transfer product hierarchy from the menu in the catalog processing transaction. This means that the catalog structure is proposed from the structure of the product hierarchy. All the products assigned to the hierarchy (on the Basic Data tab of the product master) are automatically drawn into the appropriate catalog areas using their assignment to the product categories within the hierarchy.
There are two prerequisites here: y A variant must be defined for the catalog in advance. y The products must be maintained for the distribution line defined in the catalog variant.
To create a new catalog and to save time entire catalogs or individual catalog areas can be also be copied (either directly or in a scheduled job if you have big catalog). Thus a new catalog can easily be compiled from existing catalogs/catalog areas.
If a (source) catalog is to be copied as a whole, use Copy in the main Web screen for product catalog management. In this case, the new catalog must not yet be defined.
Please note: If you copy from a product catalog of the type manual product assignment or both, you can choose for the type of your new catalog only between manual product assignment or both. If your source catalog is of the type automatic product assignment you can also choose manual product assignment as the type for your new catalog.
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Adding Product Attributes to the Catalog
Set Type (product master)
Attribute (product master)
master master characteristic characteristic
standard standard characteristic characteristic
(refers (refersto tofield fieldin inproduct product master) master)
Set Up
List of Catalog Characteristics
catalog header
Use
catalog area
SAP AG 2004
A catalog item characteristic (e.g., color, size, and weight) is used to describe products in product catalogs. Catalog item characteristics are assigned to catalog characteristics list, which in turn is assigned to a catalog header or to a catalog area. In a Web catalog, you can use catalog item characteristics to search for a specific product.
There are two types of catalog item characteristics: y Standard characteristic: The catalog item characteristic defines a product characteristic that is only relevant within the product catalog. The value (e.g., green) of this characteristic (e.g., color) needs to be assigned within each catalog. y Master characteristic: The catalog item characteristic refers to a field in the product master set type. This means that the characteristic values are determined from the corresponding field in the product master record. They cannot be changed in product catalog maintenance.
List of Catalog Characteristics (LOCs) are also used to filter products.
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Replication of Product Catalog Initial or Update Replication of Product Catalog Initial Replication Parameters - Product Catalog - Variant Input Parameters
Run Parameters - Search Server Relation - Publishing Computer ID - Package Size for Indexing - Overwrite Existing Indexes (only in SAP GUI) - start/end date and time The relevant product catalog data has to be activated before the initial replication is started. SAP AG 2004
In order to be viewed in a Web shop, catalogs (actually catalog variants) must be replicated.. Replication is the sending of data to TREX, which builds or updates indices that contain area, product and attribute information. Documents are published to the Web server (via ftp or http).
Initial Replication (Tx COMM_PCAT_IMS_INIT):
Performance is considerably improved if the replication runs as a background job (F9) in transaction COMM_PCAT_IMS_INIT.
Replication without publication is possible, but not publication without replication.
Overwrite existing indexes should be used with care, because it deletes all the old indexes and reconfigures the index server.
If you have a large product catalog in a productive system, the replication process can take several hours. The Web shop must be closed during this time (only available in SAP GUI).
Via Web Catalog Management, replication can be scheduled.
Update Replication (Tx COMM_PCAT_IMS_UPDA):
An update replication can be performed at any time after the initial replication.
…
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…
When catalog data is changed, the system recognizes this by using ALE change pointers to the modified fields. This means that only the data which has been changed is transported.
In report COM_PCAT_IMSD_CP_SHOW you can see all changes, which are taken into account by the update replication.
Single Replication (Tx COMM_PCAT_IMS_SINGLE)
Changes specific catalog data based on user input on selection screen.
Creates/updates S-Index (es).
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Indices after Replication (on TREX)
Replication of a product catalog results in: One A-index containing hierarchical structure information of the catalog areas (and descriptive text) One P-index containing standard and basic list of characteristics of the catalog items Probably a set of S-indices, each containing an additional list of characteristics (LOC) for the items of the associated area A
S
P
S
S S
Exist both per product catalog variant
S
S-indices exist only for LOCs associated with areas
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Indices are a data source for the representation of the product catalog and search functionality in CRM E-Commerce application and are stored on the TREX.
S-indices: A LOC may be assigned to a catalog area supporting an additional set of attributes for the products in this area.
imsAdmin: Tool for interactively searching in TREX index: You access this Web application via the URL: http:///imsadmin/ui/init.do.
Replication logs are found in transaction SLG1.
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Assignment of Documents
Documents (e.g., images) can be displayed in the Web shop for …
Products
Catalog areas
Best sellers
...
result
Use of the Business Document Service (BDS) Standard document types are supported by the Web shop JSPs out of the box SAP AG 2004
Documents (e.g., pictures) can be assigned to the specific products or catalog areas in the product catalog. These documents are then displayed in the Web shop, together with the corresponding product or catalog area.
You assign document types in the product catalog; for catalog areas under the area header section, for products under the catalog item detail section.
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Document Types in the Catalog
Example of a catalog page
Notebooks More comfort means better time utilization Think about your mobile equipment, your activities around the world “Protecting your laptop from damage" (PDF)1) Notebooks are built in europe and have the most exciting features.
Documents on area level Document
Product list
Document type
3D area screen as O2C
ECO_O2C
PDF document (area)
ECO_PDFA
Documents on item level Document
Document type
PDF document (item)
ECO_PDFI
Within other catalog areas you will find other useful accessories. SAP AG 2004
You maintain the document types that can be assigned to a catalog area and/or item in the Customizing (see CRM IMG: Web Application Server Æ SAP Web Application Server Æ Basis Services Æ ArchiveLink Æ Basic Customizing Æ Edit Document Type).
Note that the Web shop templates must be adapted to visualize new documents within the Web shop.
The language controls the publication of documents in catalog variants. If language independent is selected, the document is valid for all the languages defined in the catalog variants.
Each document is saved under a document ID and classified according to the document type (thumbnail, video, and so on).
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Document Types in the Catalog – Configuration
Configuration Steps: Document Type
3D area screen as O2C
ECO_O2C
PDF document (area)
ECO_PDFA
Document
Document Type
PDF document (item)
ECO_PDFI
1. 2. 3. 4.
Document Class Document Type Templates for Folders Catalog Type
Customizing
Document
5. Maintain texts for products, items or areas 6. Replicate and publish catalog
7. Change JSP User Interface
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Define document class: SPRO Æ SAP Web Application Server Æ SAP Web Application Server Æ Basis Services Æ ArchiveLink Æ Basic Customizing Æ Edit Document Classes
Define document type: SPRO: SAP Web Application Server Æ SAP Web Application Server Æ Basis Services Æ ArchiveLink Æ Basic Customizing Æ Edit Document Type
Define templates for folders: SPRO: CRM Æ Basic Functions Æ Content Management Æ Define Templates for Folders
Maintain catalog types: SPRO: CRM Æ Master Data Æ Product Catalog Æ Define Catalog Types
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Text Determination in the Catalog
Example of a catalog page
Notebooks More comfort means better time utilization Think about your mobile equipment, your activities around the world Protecting your laptop from damage (PDF)1) Notebooks are built in Europe and have the most exciting features. Product list
Text on area level Text
Text type
Area headline
Z001
Area description
Z002
Side text
Z003
Footer
Z004
Text on item level Text
Text type
Item description
Z005
1)
Within other catalog areas you will find other useful accessories.
PDF: portable document format
SAP AG 2004
The product catalog in the CRM system enables you to load and save text files in a local file system. This allows existing text documents (description of catalog areas) to be reused.
These texts are only published on the index server if the respective variant is published with the valid languages.
Catalog Area: y According to the Customizing settings for the catalog type, one or more texts can be entered in different languages. y Customizing path is CRM Æ Basic Functions Æ Text Management Æ Define Text Objects and Text Types. The text object used is PCAT_CTY and the text IDs are 0001 0002 and 0003 but they are changeable. y Customizing path is CRM Basic Functions Æ Text Management Æ Define Text Determination Procedure. Choose PCAT_CTY and the det. Procedures can be entered that are used in the catalog.
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Text Determination in the Catalog – Configuration
Text Type Z001
Area description
Z002
Side text
Z003
Footer
Z004
Text
Text Type
Item description
Z005
Configuration Steps: 1. 2. 3. 4.
TextID for PCAT_CTY/PCAT_ITM Text Type Text det. procedure Catalog Type
Customizing
Text Area headline
5. Maintain texts for products, items or areas 6. Replicate catalog
7. Change JSP User Interface
Templates
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TextID and text types: IMG activity: Define Text Objects and Text Types
Text determination procedure: IMG activity: Define Text Determination Procedure
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Business Add-Ins for the Product Catalog
Create Customer Specific Attributes for Replication PCAT_IMS_FEED_ATT (you can create individual attributes on the Index server at the time of initial replication)
Customer Specific Evaluation of Attributes for Replication PCAT_IMS_FEED_VAL (you can assign values to attributes during both initial and change replication) Customer Specific Adjustment of Price Relevant Data PCAT_CNDPRICE (you can change price control data at the time of list price determination)
Create/change Catalog Characteristics List and Catalog Item PRODCAT_LOC_UPDATE (provides information
BAdIs
on all the changes made to the list of catalog characteristics and catalog item characteristics of product catalogs) SAP AG 2004
For further information on these Business Add-Ins see SAP IMG Æ CRM Æ Master Data Æ Product Catalog Æ Business Add-Ins for Product Catalog.
PCAT_IMS_FEED_ATT: Called when index is created (A- and P-Index).
PCAT_IMS_FEED_VAL: Called for each area and item during replication.
The definition of a Business Add-In can be displayed in transaction SE18.
For implementing a Business Add-In the transaction SE19 has to be used.
Do not forget to activate the BAdI after implementing.
Further useful BAdIs: y Changes in the Catalog itself (called after Catalog is saved) - BADI:
PRODCAT_UPDATE
- Implementation:
PRODCAT_UPDATE_IMS PRODCAT_UPDATE_CVIEWS
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… y Changes in Product Master Data (called after product is saved) - BADI:
PRODUCT_UPDATE2
- Implementation:
PRODUCT_UPDATE2_PCAT
- Since CRM 4.0 - BADI:
COM_PROD_MNT_UPD
- Implementation:
COM_PROD_MNT_PCAT
y Changes in Interlinkages (accessories - called when Interlinkage is saved) - BADI:
INTERLINKAGE_UPDATE
- Implementation:
INTERLINK_UPD_PCAT
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XML Export of Product Catalog
CRM Product Catalog
To To marketplaces Or printed printed catalogs catalogs …
XML
Export Parameters Catalog Data
Product catalog Catalog variant Version (active, inactive)
Business Partner
Business partner number (used for individual pricing)
Use SAP Business Connector or download files (output parameters)
Connection Parameters
SAP AG 2004
The xml export function is used to export a catalog variant of a product catalog to a business partner. See transaction COMM_PCAT_EXPORT and COMM_PCAT_PROFILE.
A business partner is needed as in general, with each business partner a certain format and transport mode is arranged.
An update of the catalog is possible, as after each successful export the date and time of this export is stored in the profile
Export profile:
Prior the catalog export you need to create a export profile (Tx: COMM_PCAT_PROFILE).
The format of the product key with the XML can either be product ID or product order number.
The multimedia profile defines the handling of attachments and is defined in the customizing.
…
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…
Selection of the transport mode: y Use Business connector - The RFC Destination to the business connector that should be connected and the mapping format can be entered. Mappings must be programmed in the business connector package. The goal part defines where the result is stored. File system is relative to the server where the business connector is installed. Http Service and Routing rule are managed in the business connector. For more information please read the documentation there. y File download - Two different behaviors (if note 659013 is implemented) . If the export runs as a dialog job the path is relative to the presentation server. As batch job the path is relative to the application server.
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XML Export: Formats and Enhancements
Implemented XML formats X: xCBL W: PDA (special format for mobile clients) A: new SAP XML (CRM 3.0 and above) Other: old SAP-XML
BAdI‘s for XML Export PCAT_XML_ADD_ATTR (additional product attributes) PCAT_XML_FORMAT (determination of the Class for XML generation)
For conversion into other XML formats SAP XI or SAP Business Connector can be used SAP AG 2004
BADI: PCAT_XML_FORMAT (Select Format for XML Export) y Called before the XML Export starts.
BADI: PCAT_XML_ADD_ATTR (Additional Attributes) y Method DEFINE_ATTRIBUTES is called during area processing and adds new attributes on area level. y Method GET_ATTRIBUTE_VALUES is called during item processing and adds new attributes and their values on item level. y Called when exporting the area and exporting an item.
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Product Order Number You can decide whether the file created for the XML export should contain product order numbers or the product ID
Product catalog with Product Catalog ID WS09
XML Export
CRM Product order numbers are only relevant for export for the catalog (not for the shop) SAP AG 2004
You can determine whether the catalog ID is placed at the beginning or the end of the product order number.
Global Customizing of the product order number cannot be changed, while there are catalog types (in existing clients), which are using the product order number assignment.
Product order numbers are not saved in the database.
BAdIs for enhancing the functionality: y PON_ENCODE y PON_DECODE
Global Settings for Product Order Numbers: y IMG Path: CRM Æ Master Data Æ Product Catalog Æ Global Settings for Product Order Numbers
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External Catalog Integration: Overview
External product catalog
B2B Web shop
3rd party spare parts catalogs
SAP CRM
Product catalog
SAP AG 2004
Within the Web shop an external catalog can be used. Catalogs like Enigma or Docware contain a lot of additional information about products. The customer calls the external catalog via a link, chooses the products, and then transfers these products to the Web shop basket.
Prerequisites y The Web shop application B2B has been deployed. For the B2C Web shop, the external catalog integration is available on a project basis. y The XCM application configuration (old: scenario) that has been created with the help of the XCM Administration Tool needs to be based on one of the following configurations delivered by SAP: - b2bWithPortal - b2bWithUME - b2bCRMstandard y Additionally, the configuration needs to have the value javabasket for the parameter basketdata.
The products of the external catalog must be maintained in the CRM product master.
No support of configurable products.
Open Catalog Interface (OCI) version 3.5 is used.
The OCI describes how to pack these items’ attributes in a HTML-formatted request or in an XMLbased document that can be sent via an HTTP-Request.
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External Catalog Integration: Customizing Settings in Shop Management Dummy Catalog
Settings in XCM
SAP AG 2004
Shop Management: An CRM catalog is needed for the following header information: Sales organization, distribution channel, and language. With CRM 4.0 SP05 the CRM Web shop can be build up with just the external catalog. An internal catalog is needed for the organizational data and needs not to be replicated. Extended Configuration Management (XCM) Since CRM 4.0 all OCI parameters moved from Web.xml to the XCM. XCM parameters: y ociReadAllProductData: All basket relevant information’s reading from OCI. If true: 1. The ProductIdVendorAssigned field is taken into account, if this is empty the ProductID field. 2. The external catalog has to provide the CRM product number in this field (product ID needs to exist in CRM). 3. The price, currency, price unit, and product description will be transferred from the external catalog (additionally to quantity, product ID and unit of measurement). A prerequisite for that is that the parameter ociForm is set to XML and the OCI Version 3.5 is used. y ociAllProductsInMaterialMaster: All products are known in the backend (needs to be true for CRM E-Commerce). y forceIPCPricing (javabasket): True = prices will be recalculated by IPC. If is not set to true, the customer will first see the transferred price but after the order simulation the CRM specific price. y isInternalCatalogAvailable: Do we read any information from the internal catalog? The default value is true, as we need the header data from the CRM catalog (trueÆ fast order entry is enabled). © SAP AG
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External Catalog Integration: OCI Test Application B2B Web shop
Material number is filled in field ProductIDVendorAssigned
SAP AG 2004
The following attributes are relevant for the basket: (new = new with CRM 4.0) y Product I (old) y Quantity (old) y Unit of measure (old) y Product description (new) y Gross price (new) y Net price (new) y Currency (new)
Userexits:
Change catalog URL: The customer should see a catalog that shows only products relevant for him or her (customer specific views on external catalogs). The external catalog handles this by individual URLs for each user. Æ User Exit in isa.isacore.action.oci.OciGetCatalogURLAction
Modify item list (retrieval of further data from the external catalog). Add additional fields to the item list. Æ User Exits in isa.isacore.action.OciReceiveAction
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Catalog Setup II
Catalog Setup Maintenance (Web interface/SAPGui) Structure Views List of Characteristics Documents Texts Enhancements Catalog Export Collaborative Views
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Collaborative Views: Overview ContactPerson Person Contact
CatalogViews Views Catalog
Superuser Superuser
(oncustomer-side) customer-side) (on crea
(Employeesininthe thesame same (Employees company as the company as the superuser) superuser)
In Web Shop
tes
Computers Printers
crea
tes
In Web Shop
Computers Scanners
SAP AG 2004
Collaborative Views enable customers to change their catalog views in self-service.
Process flow: y
The customer’s administrator (superuser), who is authorized to create catalog views for employees (contact persons) of the company, logs on to the Web shop.
y
The administrator creates new catalog views from the whole range of products in the catalog and assigns them to employees.
y
Employees log on to the Web shop and get displayed the before assigned catalog views. The search is limited to the products, which are part of the catalog view.
The owners of the Web shop save maintenance effort and time by having the Web shop customers take over this task.
Collaborative Views can be based on the views that the Web shop administrator has created (on vendor-side).
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Collaborative Views: Maintenance and Assignment
UsingaaWebWebUsing basedinterface interface based
View Maintenance
Assignment of Employees
SAP AG 2004
Different views can be assigned by the customer administrator to multiple contact persons within his or her company.
The Web application Collaborative Views can be called via the following URL: - http:///cviews/views/init.do
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Catalog Setup: Unit Summary
You are now able to: Set up the mySAP CRM product catalog with specific documents (like pictures) and texts Explain how a catalog can be activated and replicated Specify views for individual customers or customer groups Add additional product information (attributes from the product master) Display your own catalog in a Web shop Explain the product catalog export function
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Exercises Unit:
Catalog Setup
Topic:
Product Catalog
At the conclusion of this exercise, you will be able to: • Outline how a catalog is defined, activated, and replicated • Describe how multi-media objects can be integrated in the product catalog • Explain how characteristics are defined and applied in the product
catalog
Create a Product Catalog for Your B2C and B2B WebShop.
1-1
Create a product catalog for your B2C and B2B Web shop URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X (X stands for the last digit of your client)
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Field Name or Data Type
Description or Value
Product Catalog name
ZCAT##
Catalog type
Both
Description
Catalog for group ##
Language
English
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Variants Field Name or Data Type
Description or Value
Catalog variant
VARIANT_EN_##
Description
US variant/USD
Language
English
Currency
USD (American Dollar)
Abbr.: Sales org.:
O 50000609
Distribution channel
30
Division
00
The Sales organization and Distribution channel control the products that are allowed in the product catalog and determine the sales-relevant data when the order is created. Pricing procedure: RVCXUS Unit of measure (UoM) type: Base unit of measure Save your entries. 1-2
In the Main Areas tab, create a structure for your product catalog. First define a Scanners catalog area Field Name or Data Type
Description or Value
Catalog area
Scanners
Description
Scanners ##
Language
English
1-3
Add the products HT-1080 and HT-1081 to your new catalog area.
1-4
Only activated items are considered during replication to the index server. For this reason, activate all the levels of your product catalog (items, catalog areas, variants, catalog header). Save your product catalog.
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1-5
To access the product catalog with the browser, you have to add your catalog to your WebShop. URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
WebShop: ZB2CSHOP## Replace the existing catalog with your own catalog. Catalog: ZCAT## Variant: VARIANT_EN_## 1-6
After maintenance of the product catalog and the WebShop is complete, data has to be replicated to the index server. Replicate the content of your product catalog. Remember that only the activated elements of your product catalog will be replicated to the index server. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Specify the following parameters for the replication: Field Name or Data Type
Description or Value
Your product catalog
ZCAT##
Your variant
VARIANT_EN_##
Search server relation
DRFUZZY
Publishing computer ID
Choose See possible entries button.
Choose the Initial Replication button. 1-7
Now call up the B2C scenario. URL: http:///b2c/b2c/init.do?scenario.xcm=IDESCRM80X Choose the WebShop for consumers that use your product catalog (ZB2CSHOP##). Check whether the products you maintained in your product catalog display. If the products do not display, you may have to activate the missing elements of your product catalog. Then run an update replication for your catalog variant.
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Unit:
Catalog Setup
Topic:
Catalog Views
At the conclusion of this exercise, you will be able to: • Create catalog views • Use the automatic product assigment
Catalog Views 2-1
Assign first a new catalog area printer with automatic product assignment to your catalog ZCAT##. As a pre-condition, assign hierarchy HIER_ISA and product category CAT_## to products THT-00-## and THT-01-##.
2-2
Create a catalog area called Printers with automatic product assignment. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X (X
stands for the last digit of your client) Header Catalog area: Printers Mark the Automatic Assignment checkbox. Field Name or Data Type
Description or Value
Description
Printers
Product hierarchy
Hierarchy for ISA
Product category
CAT_##
Look at the products automatically added by the system. Activate your catalog area and replicate your catalog
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2-3
Add the catalog to your B2B WebShop. URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user. WebShop: ZB2BSHOP## Replace the existing catalog and variant with your catalog data: Catalog: Variant:
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2-4
Start your browser and call up the B2B scenario. URL: http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X Call up your Web shop for business customers (ZB2BSHOP##). Log on to the B2B shop. To log on, use the contact person you created in Unit 2 (Miller##).
2-4-1 Check whether the products that were assigned to the catalog areas Printers and Screens display. 2-4.2 If the products do not display, activate the missing elements of your product catalog and run an update replication for your product catalog. 2-5
Now define a catalog view. 2-5.1 Call the Web catalog maintenance. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
2-5-2 Open your ZCAT## catalog and choose the Views tab and define a new view. Field Name or Data Type
Description or Value
Catalog view
View_##
Description
Catalog view for group ##
2-5-3 Select your new view and call up the details (button Manage Views). Now select the catalog area Screens, since this will be contained in your view and all products. Save your selection. On the previous page, select the Assign business partner button. In the upper screen area, search for the contact person that you created in Unit 2 and add it to the catalog view. Save your entries. 2-6
Mark the Catalog Search checkbox in the definition of your WebShop.
2-7
Perform an update replication for your product catalog. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
2-8
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(optional) Unit:
Catalog Setup
Topic:
Copying Catalog Areas
At the conclusion of this exercise, you will be able to:
• Create an additional product catalog by using existing catalog areas
Create an additional product catalog by using existing catalog areas.
3-1
Create an additional product catalog. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Field Name or Data Type
Description or Value
Name
ZCAT##_2
Catalog type
Both
Description
Second catalog for group ##
Variants Field Name or Data Type
Description or Value
Description
US variant
Language
English
Currency
USD
Unit of measure type
Base unit of measure
Abbr.: Sales org.:
O 50000609
Distribution channel
30
Pricing procedure
RVCXUS
Catalog variant:
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3-1-1 Now insert the areas and products from your first product catalog (ZCAT##).
Notice: This step is only possible in the CRM System! Menu path within CRM: SAPmenu → Master Data → Product Catalog → Maintain ProductCatalog 3-1-2 Look at the catalog you have just created and modify it as necessary.
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Unit:
Catalog Setup
Topic:
Product Catalog/Catalog Characteristics
At the conclusion of this exercise, you will be able to: • Display additional product attributes in the Web shop
Display the Designer and Manufactured since attributes of your product THT-00-## in the WebShop.
4-1
Assign the attributes Designer and Manufactured since to your product THT-00-## and maintain values for these two attributes. 4-1-1 Create a new set type ZDESIGN_##. Field Name or Data Type
Description or Value
Set type name
ZDESIGN_##.
Description
Design for group ##
Product type
Material
Attributes
ZDESIGNER ZMANUFACT_SINCE
Save the set type. 4-1-2 Assign your settype ZDESIGN_## and the General view to the category CAT_## of hierarchy Hier_ISA. 4-1-3 Assign hierarchy HIER_ISA and product category CAT_## to product THT00-##. (If you have not done it before) 4-1-4 Maintain values of your choice for the two attributes. Designer group: ______________________________________ Manufactured since: ______________________________________ © SAP AG
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4-2
Maintain a lists of catalog characteristics (LOC) for your product catalogs ZB2CCAT## and B2BCAT##. Assign this characteristics list to a catalog area of your product catalog and run an update replication for your product catalog. Finally, check whether you can search in the WebShop on the basis of the new characteristics. 4-2-1 Create a characteristics list called ZLOC##. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Catalog characteristics list: ZLOC## Description: List of catalog characteristics for group ## Assign the following attributes to your list of characteristics: Field Name or Data Type
Description or Value
Name
ZMANUFACT_SINCE
Description
Manufactured since
Name
ZDESIGNER
Description
Designer group
The attribute type of your entry should be Standard and the Entry Type should be Simple entry field. 4-2-2 Assign your characteristics list to the Printers area of your product catalog ZB2CCAT##. Check whether the attributes of your characteristics list appear as entry fields in the item list of the catalog area Printers. 4-2-3 Maintain the fields in the columns Designer for group and Manufactured since for all products in the area Printers Save your entries 4-2-4 Perform an update replication for your product catalog. 4-3
Now call up the B2C scenario. URL: http:///b2c/b2c/init.do?scenario.xcm=IDESCRM80X Additional fields for an extended search should now be displayed. Enter a search term and start the search.
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4-4
Maintain a list of characteristics for your product catalog ZB2BCAT##. 4-4-1 Create a characteristics list called ZLOC##02. Catalog characteristics list: Description:
ZLOC##02 List of catalog characteristics 2 ##
Assign the set type :
ZDESIGN_##
URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCR M80X Check that the attribute type of your two entries will be Master characteristics and the entry type Simple. 4-4-2 Assign your new characteristics list ZLOC##02 to the area Printers of your product catalog ZB2BCAT##. 4-4-3 Why do the attributes MANUFACT_SINCE and DESIGNER appear with values as additional fields in the item list of the catalog area Printers? 4-4-4 Perform an update replication for your product catalog. 4-4-5 Now call up the B2B scenario. http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X Check that now the attributes MANUFACT_SINCE and DESIGNER appear for product THT-00-##
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Unit:
Catalog Setup
Topic:
Product Catalog / Multi-Media Objects
At the conclusion of this exercise, you will be able to: • Add images to the products in your catalog
Add images to the products in your product catalog ZB2CCAT##.
5-1
On the Internet, find two small and two large images that you could assign to the products in your catalog. Store the selected objects on your local hard drive C: in the temp-directory.
5-2
Add the images to your product catalog. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Product catalog: ZB2CCAT## Add a thumbnail picture and a large, detailed picture for your product THT-00-##. Repeat this procedure for product THT-01-##. Before you can check the results in the WebShop, you have to reactivate your products. (Ensure that all the levels of the product catalog are active.) 5-3
Perform an update replication for your product catalog.
5-4
Start your browser and call up the B2C scenario. URL: http:///b2c/b2c/init.do?scenario.xcm=IDESCRM80X Check whether your products are now provided with images.
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(optional) Unit:
Catalog Setup
Topic:
Product Catalog / Document Types
At the conclusion of this exercises, you will be able to: • Create a new catalog type • Create a new document type and assign it to a catalog type
Create a Catalog Type. 6-1
6-2
Create a new catalog type by copying the existing catalog type BOTH. Field Name or Data Type
Values
Catalog type
ZC##
Description
Catalog type for group ##
Look at the Assignment of document types to your new catalog type. How many document types are assigned to the Folder-Template for areas Both-Area? __________________________________________________________________
6-3
Create a document class Z##_MP3_XXX. Menu path: Customizing → SAP Web Application Server → SAP Web Application Server → Basis Services → ArchiveLink → Basic Customizing → Document classes Choose the New entries button.
© SAP AG
Field Name or Data Type
Values
Document class
Z##_MP3_XXX (XXX = client of your CRM system)
Description
Document class MP3 for group ##
MIME type
audio/mp3
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6-4
Create a document type called Z##_AU_XXX and assign it to the document class you created in the previous exercise. Customizing → SAP Web Application Server → SAP Web Application Server → Basis Services → ArchiveLink → Basic Customizing → Edit Document types Field Name or Data Type
Values
Document type
Z##_AU_XXX
Long Name
Document type MP3 for group ##
Document class
Z##_MP3_XXX
Assign your new document type to a new template for folders Menu path: SPRO→ CRM → Basic Functions → Content Management → Define Templates for Folders Choose entry Both-Areas and copy it to Both-Area_##_XXX. Click with the right-hand mouse button in the space under Name and choose Create Folder. Enter Name Z##_AU_XXX and Description MP3. Go to Properties tab and maintain value Z##_AU_XXX for the document type. 6-5
Assign your folder template to your catalog type Both_Area_##_XXX. Customizing → Customer Relationship Management → Master Data → Product Catalog → Define Catalog Types
6-6
Create a new product catalog with your catalog type ZC##. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
© SAP AG
Field Name or Data Type
Description or Values
Product catalog
ZTEST##
Catalog type
Catalog type for group##
Catalog description
Text of your choice
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Only maintain the necessary fields (name and description of your choice) at catalog header level and create just one catalog area. Field Name or Data Type
Description or Values
Catalog area
Area_1
Description
Any
Call up the header data of the catalog area you just created and search for the new document type.
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(optional) Unit:
Catalog Setup
Topic:
Product Catalog / Text Types
At the conclusion of this exercises, you will be able to: • Explain and set the basic text determination steps in Customizing • Extend a catalog type to include a new text type
In Customizing, look at the details for the catalog type BOTH. 7-1
Which text determination procedures are allowed for a) Catalog areas? b) Catalog items? Menu path: Customizing → Customer Relationship Management → Master Data → Product Catalog → Define Catalog Types
7-2
Look closely at the text determination procedure S2. Which text types are allowed for catalog areas in this procedure? _____________________________________________________________________ _______________________________________________________________ Menu path: Customizing → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure
7-3
Create a new text determination procedure and extend it to include a new text type. 7-3-1 First copy the existing text determination procedure S2 and all dependent entries. Call your copy of the text determination procedure TS## and assign the Text determination procedure for group ## description.
© SAP AG
Field Name or Data Type
Description or Values
TextDetermProc.
TS##
Dscrptn proc.
Text determination group ##
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7-3-2 For the text object PCAT_CTY (=product catalog area), create a new text type ZX## (X stands for the last digit of your client) and assign the Footer for group ## description. Menu path: Customizing → Customer Relationship Management → Basic Functions → Text Management → Define Text Objects and Text Types Field Name or Data Type
Values
Text ID
ZX## (X stands for the last digit of your client)
Description
Footer for group ##
7-3-3 Assign the new text type to your text determination procedure TS##. Menu path: Customizing → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure Field Name or Data Type
Values
Text type
ZX## (can be chosen via F4 Help)
Sequence
0004
7-3-4 Assign the new text determination procedure to your catalog type ZC## (from the previous exercise on document types). Menu path: Customizing → Customer Relationship Management → Master Data → Product Catalog → Define Catalog Types Field Name or Data Type
Values
Text Determination Procedure for areas
TS##
Text Determination Procedure for items
S5 (leave unchanged)
7-3-4 Check your settings by • Creating a product catalog with your catalog type • Creating a catalog area • Looking at the possible texts for this catalog area
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Solutions Unit:
Catalog Setup
Topic:
Product Catalog
Create a Product Catalog for your B2C and B2B WebShop. 1-1
Create a product catalog. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X (X stands for the last digit of your client) Log on with your CRM user name. Choose the Product Catalog link and then the Create tab. Field Name or Data Type
Description or Value
Product Catalog name
ZCAT##
Catalog type
Both
Description
Catalog for group ##
Language
English
Select the Go button. Select the Variants tab and then the Add Variant button. Variants Field Name or Data Type
Description or Value
Catalog variant
VARIANT_EN_##
Description
US variant/USD
Language
English
Currency
USD (American Dollar)
Abbr.: Sales org.:
O 50000609
Distribution channel
30
Division
00
The Sales organization and Distribution channel control the products that are allowed in the product catalog and determine the sales-relevant data when the order is created. Pricing procedure: RVCXUS Unit of measure (UoM) type: Base unit of measure © SAP AG
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Save your entries. 1-2
In the Main Areas tab, create a structure for your product catalog. First define a catalog area Scanners Select the Main Areas tab and then the Add Area button. Field Name or Data Type
Description or Value
Catalog area
Scanners
Description
Scanners ##
Language
English
Select the Add Area button. 1-3
Add the products HT-1080 and HT-1081 to your new catalog area. Select Scanners ## in the tree structure. Choose the Item Overview tab and then the Add Item button.
1-4
Only activated items are considered during replication to the index server. For this reason, activate all the levels of your product catalog (items, catalog areas, variants, catalog header). Header level: Choose ZCAT## in the tree structure. Under Header Data, select the Activate button next to the light bulb icon. The light bulb must be lit up. Variant level: Choose the Variants tab and select the Activate button in the column Activator for the variants. Area level Printers, sub areas and products: Select the Areas tab and choose for area Printers in the column Activator the entry Including subareas and items. Select the Activate button. Area level Scanners, sub areas and products: Select the Areas tab and choose for area Scanners in the column Activator the entry Including subareas and items. Choose the Activate button. Save your product catalog. Use the Save button in the upper row.
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1-5
To access the product catalog with the browser, you have to add your catalog to your WebShop. URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X WebShop: ZB2CSHOP## Replace the existing catalog with your own catalog. Catalog: ZCAT## Variant: VARIANT_EN_## Log on with your CRM user name. Select the Existing Shops button and search for your WebShop ZB2CSHOP##. Choose the Change button and select the Catalog tab. Delete the entries PCSHOP and VAR_EN. Add your catalog and variant. Save your entries.
1-6
After maintenance of the product catalog and the completion of the WebShop, data has to be replicated to the index server. Replicate the content of your product catalog. Remember that only the activated elements of your product catalog will be replicated to the index server. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user name and choose the Replication link. Specify the following parameters for the replication: Field Name or Data Type
Description or Value
Your product catalog
ZCAT##
Your variant
VARIANT_EN_##
Search server relation
DRFUZZY
Publishing computer ID
Choose See possible entries button.
Choose the Initial Replication button. 1-7
Now call up the B2C scenario. URL: http:///b2c/b2c/init.do?scenario.xcm=IDESCRM80X Choose the WebShop for consumers that use your product catalog (ZB2CSHOP##). Check whether the products you maintained in your product catalog display. If the products do not display, you may have to activate the missing elements of your product catalog. Then run an update replication for your catalog variant.
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Unit:
Catalog Setup
Topic:
Catalog Views
Catalog Views 2-1 First assign a new catalog area Printer with automatic product assignment to your catalog ZCAT##. As a pre-condition, assign hierarchy HIER_ISA and product category CAT_## to products THT-00-## and THT-01-##. Menu path: SAPmenu → Master Data → Products → Maintain Products Maintain the following fields for product THT-00-## and THT-01-## Category ID: CAT_## Hierarchy ID: Test hierarchy for group ## 2-2
Create a catalog area called Printers with automatic product assignment. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X (X stands for the last digit of your client) Log on with your CRM user name and select the Product Catalog link and log on to your catalog ZCAT##. Select the Main Areas tab and choose the Add Area button. Header Catalog area: Printers Mark the Automatic Assignment checkbox. Description: Printers Select product hierarchy and category. Product hierarchy: Hierarchy for ISA Product category: CAT_## Select the Add Area button. Look at the products automatically added by the system. Select the Printers area in the structure tree and then on Item Overview tab. The products THT-00-XX and THT-01-## appear. Activate your catalog area and replicate your catalog Select Replication → Update Replication and enter catalog ZCAT##.
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2-3
Add the catalog to your B2B WebShop. URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user name. WebShop: ZB2BSHOP## Replace the existing catalog and variant with your catalog data: Catalog: B2BCAT## Variant: VARIANT_EN_## Select the Existing Shops button and search for your WebShop ZB2BSHOP##. Choose the Change button and select the Catalog tab. Delete the entries PCSHOP and VAR_EN. Add your catalog and variant: Log on with your CRM user name and choose your WebShop. Save your entries.
2-4
Start your browser and call up the B2B scenario. URL: http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X Call up your WebShop for business customers (ZB2BSHOP##). Log on to the B2B shop. To log on, use the contact person you created in Unit 2. (Miller##)
2-4-1 Check whether the products that were assigned to the catalog areas Printers and Screens display. 2-4-2 If the products do not display, activate the missing elements of your product catalog and run an update replication for your product catalog. 2-5
Now define a catalog view. 2-5-1 Call the Web catalog maintenance. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCR M80X Log on with your CRM user name and select the Product Catalog link. 2-5-2 Open your ZCAT## catalog and choose the Views tab and define a new view. Catalog view: View_## Description: Catalog view for group ## Select your catalog ZCAT## (click on the name) and select the Change button. Choose the Views tab page and select the Add View button. Now Save the view
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2-5-3 Select your new view and call up the details (Manage Views button). Now select the Screens catalog area since this will be contained in your view and all products. Save your selection. Go back one step by selecting the button with the green arrow or choosing the Back to view list link . On the previous page, choose the Assign business partner button. In the upper screen area, search for the contact person that you created in Unit 2 and add it to the catalog view. Save your entries. Go back one step by selecting the button with the green arrow or choosing the Back to view list link. 2-6
Mark the Catalog Search checkbox in the definition of your WebShop. Choose the Existing Shops link, search for your shop ZB2BSHPO##, and then select the Change button. Choose the Catalog tab and mark the Catalog Search box. Choose the Save button.
2-7
Perform an update replication for your product catalog. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user name and choose the Replication link. Choose the Update Replication button, select your catalog, and select the Update Replication button.
2-8
© SAP AG
Log on to your B2B WebShop with your contact person and check whether the catalog view that you have created appears.
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(optional)
Unit:
Catalog Setup
Topic:
Copying Catalog Areas
Create an Additional Product Catalog by Using Existing Catalog Areas. 3-1
Create an additional product catalog. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user name and select the Product Catalog link. Choose the Create button. Field Name or Data Type
Description or Value
Name
ZCAT##_2
Catalog type
Both
Description
Second catalog for group ##
Select the Go button. Variants Field Name or Data Type
Description or Value
Description
US variant
Language
English
Currency
USD
Unit of measure type
Base unit of measure
Abbr.: Sales org.:
O 50000609
Distribution channel
30
Pricing procedure
RVCXUS
Select the Add Variant button and then the Save button to save your entries. Choose the Log off button.
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3-1-1 Now insert the areas and products from your first product catalog (ZCAT##). Notice: This step is only possible in the CRM System! Menu path within CRM: SAPmenu → Master Data → Product Catalog → Maintain Product Catalog In the Product Catalog field, choose your catalog ZCAT##_2 and select the Change button. Choose Edit / Copy from another catalog from the menu. Choose the first catalog (ZCAT##) and confirm your entry. In the left screen area, select your new catalog. In the right screen area, select the area that you want to copy to the new catalog. Choose the Copy button. Choose the Save button. 3-1-2 Look at the catalog you have just created and modify it as necessary.
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4-1
Unit:
Catalog Setup
Topic:
Product Catalog/Catalog Characteristics
Assign the Designer and Manufactured since attributes to your product THT-00-## and maintain values for these two attributes. 4-1-1 Create a new set type ZDESIGN_##. Menu path: SAPmenu → Master Data → Products → Maintain Set Types and Attributes. Select the Set type radio button. Field Name or Data Type
Description or Value
Set type name
ZDESIGN_##.
Description
Design for group ##
Product type
Material
Attributes
ZDESIGNER ZMANUFACT_SINCE
Save the set type. 4-1-2 Assign your settype ZDESIGN_## and the General view to the category CAT_## of hierarchy Hier_ISA. Menu path: SAPmenu → Master Data → Products → Maintain Categories and Hierarchies Hierarchy ID: HIER_ISA Hierarchy Description: Hierarchy for ISA Choose the Category CAT_## and assign the set type ZDESIGN_## and the view GENERAL. Save.
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4-1-3 Assign hierarchy HIER_ISA and product category CAT_## to product THT00-## (if you have not done it before) Menu path: SAPmenu → Master Data → Products → Maintain Products Maintain the following fields for product THT-00-##: Category ID: CAT_## Hierarchy ID: Test hierarchy for group ## Choose Enter. A new tab page (General) appears. 4-1-4 Maintain values of your choice for the two attributes. Go to General tab and maintain values. Designer group: ______________________________________ Manufactured since: ______________________________________ 4-2
Maintain a lists of catalog characteristics (LOC) for your product catalogs ZCAT## and ZCAT##. Assign this characteristics list to a catalog area of your product catalog and run an update replication for your product catalog. Finally, check whether you can search in the WebShop on the basis of the new characteristics. 4-2-1 Create a characteristics list called ZLOC##. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCR M80X (X stands for the last digit of your client) Log on with your CRM user name and select the List of Catalog Characteristic link. Choose Create. Catalog characteristics list: ZLOC## Description: List of catalog characteristics for group ## Assign the following attributes to your list of characteristics: Name: Description:
ZMANUFACT_SINCE Manufactured since
Name: Description:
ZDESIGNER Designer group
In the search bar, select Standard characteristic and search for your attribute by Number. Choose the attributes by selecting the Plus icon. The attribute type of your entry should be Standard and the Entry Type should be Simple entry field. Save your characteristics list.
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4-2-2 Assign your characteristics list to the Printers area of your product catalog ZCAT##. Select the Product Catalog link in the second level navigation and choose Product catalog ZCAT##. Select the Change button and the Printers area. Open the Basic Data tab and enter your characteristics list ZLOC## in the Area LOC field. Choose the Save button. Check whether the attributes of your characteristics list appear as entry fields in the item list of the catalog area Printers. Select the Item Overview tab and choose one of the area products.
4-2-3 Maintain the fields in the columns Designer for group and Manufactured since for all products in the area Printers. Save your entries Deactivate the product (by choosing the Deactivate button) and maintain the fields. Then activate the products and the catalog area. 4-2-4 Perform an update replication for your product catalog. Select the Replication link in the second level navigation and then Update Replication. Product Catalog: ZCAT## Choose Update Replication. 4-3
Now call up the B2C scenario. URL: http:///b2c/b2c/init.do?scenario.xcm=IDESCRM80X Call up the shop ZB2CSHOP##. Choose Catalog and the catalog area Printers. Additional fields for an extended search should now display. Enter a search term and start the search.
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4-4
Maintain a list of characteristics for your product catalog ZCAT##. 4-4-1 Create a characteristics list called ZLOC##02. Catalog characteristics list: ZLOC##02 Description: List of catalog characteristics 2 ## Assign the set type : ZDESIGN_## URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCR M80X Log on with your CRM user and select the List of Catalog Characteristics link and then on the Create link. In the search bar, select Master Characteristic, Number, and then Find. Choose the set type by selecting the plus icon for the two characteristics. Check that the attribute type of your two entries will be Master characteristics and the entry type Simple. Save your characteristics list. 4-4-2 Assign your new characteristics list ZLOC##02 to the Printers area of your product catalog ZCAT##. Choose the Catalog link in the second level navigation. Choose product catalog ZB2BCAT##. Choose the Change button and select the Printers area. Open the Basic Data tab and enter your characteristics list ZLOC##02 in the Area LOC field. Choose Save. 4-4-3 Why do the attributes MANUFACT_SINCE and DESIGNER appear with values as additional fields in the item list of the catalog area Printers? Because the attribute type in the list of characteristics was Master characteristics for both. 4-4-4 Perform an update replication for your product catalog. Select the Replication link in the second level navigation and then Update Replication. Product Catalog: ZCAT## Choose Update Replication. 4-4-5 Now call up the B2B scenario. http:///b2b/b2b/init.do?scenario.xcm=IDESCRM80X Call up the Shop ZB2BSHOP##. Choose Catalog and the catalog area Printers. Check that now the attributes MANUFACT_SINCE and DESIGNER appear for product THT-00-##.
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Unit:
Catalog Setup
Topic:
Product Catalog / Multi-Media Objects
5-1
On the Internet, find two small and two large images that you could assign to the products in your catalog. Store the selected objects on your local hard drive C: in the temp-directory.
5-2
Add the images to your product catalog. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user and select the Product Catalog link. Product catalog: ZCAT## Choose the Change button. Add a thumbnail picture and a large, detailed picture for your product THT-00-##. Open the catalog area Printers, open the Item Overview tab, and deactivate material THT-00-##. Select the product name. Choose the Manage Long Texts and Documents button. Choose the Item Images tab and select Image. Choose the Add Image button. Choose one image from the temp-directory, enter a description (optional) and Save. Do the same for the object type THUMB. Repeat this procedure for product THT-01-##. Before you can check the results in the WebShop, you have to reactivate your products. (Ensure that all the levels of the product catalog are active.) 5-3
Perform an update replication for your product catalog. Select the Replication link in the second level navigation and then Update Replication.
5-4
Start your browser and call up the B2C scenario. URL: http:///b2c/b2c/init.do?scenario.xcm=IDESCRM80X Check whether your products are now provided with images.
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(optional)
6-1
Unit:
Catalog Setup
Topic:
Product Catalog / Document Types
Create a new catalog type by copying the existing catalog type BOTH. Customizing → Customer Relationship Management → Master Data → Product Catalog → Define Catalog Types Select the row with the catalog type BOTH. Select the Copy as… pushbutton or choose: Edit → Copy as... Field Name or Data Type
Values
Catalog type
ZC##
Description
Catalog type for group ##
Confirm the copy procedure and the subsequent information with Enter. Save your entry. 6-2
Look at the assignment of document types to your new catalog type. How many document types are assigned to the Folder-Template for Both-Area areas? Select the row with your catalog type ZC##. The Folder Template for Both-Area areas is maintained. The definition of this Folder-Template can be found using SPRO → Customer Relationship Management → Basic Functions → Content Management → Define Templates for Folders Eight document types are assigned to the Folder-Template Both-Area.
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6-3
Create a document class Z##_MP3_XXX. Menu path: Customizing → SAP Web Application Server → SAP Web Application Server → Basis Services → ArchiveLink → Basic Customizing → Document classes Choose the New entries button Field Name or Data Type
Values
Document class
Z##_MP3_XXX (XXX = client of your CRM system)
Description
Document class MP3 for group ##
MIME type
audio/mp3
Save your entries. 6-4
Create a document type called Z##_AU_XXX and assign it to the document class you created in the previous exercise. Customizing → SAP Web Application Server → SAP Web Application Server → Basis Services → ArchiveLink → Basic Customizing → Edit Document types Choose the New entries button. Field Name or Data Type
Values
Document type
Z##_AU_XXX
Long Name
Document type MP3 for group ##
Document class
Z##_MP3_XXX
Save your entries. Assign your new document type to a new template for folders Menu path: SPRO → CRM → Basic Functions → Content Management → Define Templates for Folders Choose Both-Areas entry and copy it to Both-Area_##_XXX. Click with the right-hand mouse button in the space under Name and choose Create Folder. Enter Name Z##_AU_XXX and Description MP3. Go to the Properties tab and maintain value Z##_AU_XXX for the document type. Save your entries.
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6-5
Assign your folder template to your catalog type Both_Area_##_XXX. Customizing → Customer Relationship Management → Master Data → Product Catalog → Define Catalog Types Select the row with your catalog type ZC## and click on the details. In the Folder Templates for areas field, maintain Both_Area_##_XXX. Save your entries.
6-6
Create a new product catalog with your catalog type ZC##. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user, select the Product Catalog link and choose Create: Field Name or Data Type
Values
Product catalog
ZTEST##
Catalog type
Catalog type for group##
Catalog description
Text of your choice
Choose the Go button and. 6-7
Only maintain the necessary fields (name and description of your choice) at catalog header level and create just one catalog area. Choose the Main Areas tab and select the Add Area button. Field Name or Data Type
Description or Value
Catalog area
Area_1
Description
Any
Save your entries. 6-8
Call up the header data of the catalog area you just created and search for the new document type. Select the area name, choose the Basic Data tab and select the Manage Long Texts and Documents button. Select the Area Images tab and look at the document types for the object.
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(optional) Unit:
Catalog Setup
Topic:
Product Catalog / Text Types
In Customizing, Look at the details on the catalog type BOTH. 7-1
Which text determination procedures are allowed for c)
(Catalog) areas?
d)
(Catalog) items?
Menu path: Customizing → Customer Relationship Management → Master Data → Product Catalog → Define Catalog Types Select the row with the catalog type BOTH and choose the Details icon. (Alternatively, you can also double-click the row with the catalog type BOTH). Text Determination Procedure for areas: S2 Text Determination Procedure for items: S5 7-2
Take a closer look at the text determination procedure S2. Which text types are allowed for catalog areas in this procedure? Menu path: Customizing → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure Select the row with the text object PCAT_CTY. In the dialog structure, call up the Procedure area Select the row with the text determination procedure S2. In the dialog structure, call up the Definition of Procedure area. Text type 0001 (Description) Text type 0002 (Heading) Text type 0003 (Subtitle)
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7-3
Create a new text determination procedure and extend it to include a new text type. 7-3-1 First copy the existing text determination procedure S2 and all dependent entries. Call your copy of the text determination procedure TS## and assign the Description Text determination procedure for group ##. Menu path: Customizing→ Customer Relationship Management → Basic Functions → Text Management→ Define Text Determination Procedure Select the row with the text object PCAT_CTY. In the dialog structure, call up the Procedure area Select the row with the text determination procedure S2. Choose Copy as… or choose Edit → Copy as... Field Name or Data Type
Values
TextDetermProc.
TS##
Dscrptn proc.
Text determination group ##
Confirm the copy procedure by selecting Enter. Answer the following system message with Copy all. Confirm subsequent information and Save your entries. 7-3-2 For the text object PCAT_CTY (=product catalog area), create a new text type ZX## (X stands for the last digit of your client) and assign the Description: Footer for group ##. Menu path: Customizing → Customer Relationship Management → Basic Functions → Text Management → Define Text Objects and Text Types Call up change mode and confirm the message that appears. Search for text object PCAT_CTY and choose this entry. The text IDs that can be assigned to a text determination procedure (for a catalog area) display. Select the Create button. Field Name or Data Type
Values
Text ID
ZX## (X stands for the last digit of your client)
Description
Footer for group ##
Save your entries.
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7-3-3 Assign the new text type to your text determination procedure TS##. Menu path: Customizing → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure Select the row with the text object PCAT_CTY. In the dialog structure, call up the Procedure area. Select the row with the text determination procedure TS##. In the dialog structure, call up Definition of Procedure. Choose the New entries button. Field Name or Data Type
Values
Text type
ZX## (can be chosen via F4 Help)
Sequence
0004
Confirm and save your entry. 7-3-4 Assign the new text determination procedure to your catalog type ZC## (from the previous exercise on document types). Menu path: Customizing → Customer Relationship Management → Master Data → Product Catalog → Define Catalog Types Select the line with the catalog type ZC## and choose the Details icon. (Alternatively, you can also double-click the row with the catalog type ZC##). Field Name or Data Type
Values
Text Determination Procedure for areas
TS##
Text Determination Procedure for items
S5 (leave unchanged)
Save your entry. 7-3-5 Check your settings by
© SAP AG
Creating a product catalog with your catalog type
Creating a catalog area
Looking at the possible texts for this catalog area
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Order and Contact Processing
Units 1.
Foundation and Architecture
2.
Shop and User Management
3.
Catalog Setup
8.
4.
Order and Contract Processing
5.
Price Determination and ATP Check
6.
Additional E-Selling Scenarios
7.
E-Marketing
E-Service a) Solution Search b) Service Request Management c) Complaints and Returns Management in E-Commerce
9.
E-Analytics
Appendix SAP AG 2004
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Order and Contract Processing
Order Processing Batches and Product Determination Contracts and Contract Negotiation
SAP AG 2004
With CRM 4.0 the functionality of Catalog and Order Management was extended by the following features: y Contract Negotiation y RFQ Processing y Batches y Product Determination y Customer Specific Views for External Catalogs y OCI Enhancements y Web Catalog Management
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Order and Contract Processing: Unit Objectives
At the conclusion of this unit, you will be able to: Point out the ordering features with CRM E-Commerce Set up inquiries (request for quotations) Maintain the organizational data for the Web order Set up product determination and contract negotiations
SAP AG 2004
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Order and Contract Processing I
Order Processing Batches and product determination Contracts and contract negotiation
SAP AG 2004
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Order Processing within the Solution Manager
E-Commerce Scenarios: E-Selling Catalog and andOrder Order Mgmt… Mgmt… Catalog InB2B B2Bin inE-Commerce E-Commerce •• In InB2C B2Cin inE-Commerce E-Commerce •• In InB2B B2Bfor forOccasional OccasionalUsers Users •• In WithExternal ExternalCatalog CatalogIntegration Integration •• With
5 scenario variants
WithOne-Step One-StepBusiness Business •• With
E-Commerce scenarios based on ISA (R/3 Edition) not listed SAP AG 2004
Catalog and Order Management in E-Commerce y Provides a centralized product catalog and enables Web customers to receive quotations or place orders for products and services. This scenario is delivered with a selection of scenario variants, each differing in specific processes: y … in B2B in E-Commerce - This variant supports you when setting up and offering product catalogs and when selling products and services to business partners, that is, companies, via the World Wide Web. Marketing functions play a lesser role here as this scenario concentrates more on allowing the customer to order the desired products quickly and easily. y … in B2C in E-Commerce - This variant supports the offering of product catalogs and the selling of products and services to consumers via the World Wide Web. It is designed to offer products attractively, to stimulate purchasing and in doing so maximize profit. y … in B2B for Occasional Users - This variant supports you when setting up and offering product catalogs and when selling products and services to business partners, that is, companies, via the World Wide Web. The processes are aimed especially at occasional users.
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… y … with External Catalog Integration - This variant uses third-party product catalogs for offering products and services via the World Wide Web to customers. y … with One-Step Business - this variant, Purchasing and Sales can be executed by the buyer and salesperson in one step, using the relevant SAP systems.
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Transaction Type for Web Order
Internet
The transaction type used for Web orders in the CRM system is specified in the Web shop profile
Web Shop
CRM System
- Transaction Type (ZIS) Basic function: Pricing Determination Partner Determination Text Determination
- Transaction Type (ZIS) Option to redetermine pricing
SAP AG 2004
The transaction type used for CRM E-Commerce orders is specified in the Web shop profile. This transaction type controls the processing of the basic functions in the CRM system.
Only one transaction type can be specified for orders for each Web shop.
The same transaction type is used to create sales orders in SAP R/3. When orders are transferred to the SAP R/3 system, certain basic functions can be performed again (such as pricing).
Order status y On header level: - Overall status (can be open in case of order related billing) Open/Completed - Delivery status Open/Completed (set if all items are completed) y On item level: - Open, - Partly delivered (set if deliveries exists but not yet completed), - Completed - Cancelled
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Organizational Data of the Web Order
You maintain within the variant of the product catalog the: Sales organization
Basic Data Catalog VariantSales Organ. DChan
Distribution channel
VAR_D
Sales US 30
Pricing..
UoM Type Organisation
…..
RVCEU1 Base un..
Responsible organizational unit
The division (at item level) is determined from the product master The division (at header level) is defined in the IMG The sales office is set in the Shop Management
Division not active R/3 dummy division
00
Order Transaction type
ZIS
Sales Office
O 50000612
Sales via Internet US Office Internet Sales
Enable offer creation SAP AG 2004
The sales office is assigned to the Web shop (optionally). Within the Web shop it is checked if the sales office is compatible to indirect assigned sales areas data. The sales office can be used for the catalog determination.
The standard CRM organizational data determination for the sales organization and distribution channel can not be applied for the Web shop order. The sales area data from the catalog variant is transferred to the order at order creation time.
Responsible organizational unit: If no responsible organizational unit is maintained within the catalog variant, the CRM system will start an organizational determination for this unit. y The determination of responsible organizational unit is time consuming. y More than one possible resp. org. unit could be determined, but in web application no selection dialog possible Î maybe not correct resp. org. unit assignment. y Solution: - Maintenance of resp. org. unit in product catalog variant. - Should be on sales office level or lower if Web shop contains sales office to assure data correctness.
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Optional: Determination of Responsible Organizational Unit Transaction Type Sales Order Org. Data Profile
Org. Data Profile Determination Rule
Business Partner
Determination Rule Attribute (e.g. Country, Region) Organizational Model
Evaluated Attributes
Responsible Organizational Units
Country: US Region: MA
SAP AG 2004
If no responsible organizational unit is maintained within the catalog variant, the CRM system will try to determine this unit via the logic illustrated above.
When determining organizational data, the system uses the organizational data profile rule that was assigned to the transaction type used in the IMG of the CRM system. The determination rule is derived from this organizational data profile. This determination rule determines which fields are taken into account when the system determines organizational data from the document data (country and region of business partner, for example). Using the evaluated attributes from the CRM document, the responsible organizational units are determined via the attributes of the organizational model or through defined responsibility.
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Differences between B2B and B2C Web Shop B2B Web Shop
B2C Web Shop
Creation/Change Orders Order Templates Quotation
Creation/Change Orders My Favorites
Display
Display Orders Order Templates Quotations Contracts Invoices Credit Memos Down Payments History
Orders My Favorites Saved Baskets
SAP AG 2004
B2B Web shop: y Catalog: - Product List, Product Detail, Product Comparison, Personal Recommendations, Special Offers (Top N) y Documents: - Orders, Order Templates, Quotations, Contracts, Accessories/Alternatives/Related Products y Product Search y Direct Entry y History: - Ten least recently used documents - Show/Hide feature - Realized by cookies B2C Web Shop y Catalog: - Product List, Product Detail, Product Comparison, Personal Recommendations, Special Offers (Top N) y Documents: - Orders, Saved Baskets, Accessories/Alternatives/Related Products, My Favorites y My Favorites - Realized by cookies, available in next session without login
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B2B Web Shop: Shopping Basket Changeship-to ship-toaddress address Change Forwhole wholebasket basket For Forline lineitems items For
Addnotes notes Add Forwhole wholebasket basket For Forline lineitems items For
Header notes
Definedelivery deliverydates dates Define Forwhole wholebasket basket For Forline lineitems items For Change ship-to address and delivery date per item
Line item notes
SAP AG 2004
Availability check: Using either SAP R/3 or SAP Advanced Planner & Optimizer (APO)
Delivery type: y Normal, express, 24h, and so on y Display of relevant shipping conditions
Order Details: y APO infos (if flag in the shop’s master data is set) y Remaining quantity (shown in ordered UOM) y Delivery address (shown only if different from header) y Deliveries (before CRM 3.0 SP07 via RFC from SAP R/3) - Date (can vary from creation of delivery over goods issue date to actual delivery date at customer location, depending on SAP R/3 customizing) - Unit of measurement (in delivery UOM) - Link to external package tracking (like UPS, DHL, and so on – separate call to SAP R/3) - Badi for modification of order detail: BAdI CRM_ISA_STAT_DETAIL
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B2C Web Shop: Payment Forms
Payment Forms
Invoice (default payment type) Credit card Cash on delivery
To change settings of payment types: Exclude payment forms Propose payment forms
Implement BADI: CRM_RISK_MGMT_BADI
SAP AG 2004
In the B2C Shop you can offer your customers the following payment forms: y Invoice y Payment card y Cash on delivery In the standard system, the invoice is the default payment form. In the CRM system, the Business Add-In (BADI) CRM_RISK_MGMT_BUDI is available. Using this BADI, you can: y Exclude payment forms - If you think the invoice payment method is too insecure, you can exclude this payment method using the BADI. y Propose payment forms - Using this BADI, you can set the system to automatically propose cash on delivery to your customer in Internet Sales. Code example: y Method IF_EX_CRM_RISK_MGMT_BADI~GET_PAYMENTTYPES y CV_PROPOSED_PAYMENT_TYPE = 1 y Endmethod y Æ Cash-on-delivery is checked in the Web shop by default
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Status Management/Workplace B2C Web Shop
CRM Customizing
Creation of a sales order with long text
CRM System Sales order with long text Status changed/ Not transferred order released to SAP R/3
Transfer
Order processing
Flow control (Workflow) Workflow work item for employee responsible SAP AG 2004
In the B2C Web shop of CRM E-Commerce the customer can enter a long text in the header of the sales order.
With the help of the workflow long texts in sales orders, the employee responsible is informed that an Internet order has been entered with a long text, and is asked to postprocess this sales order.
This scenario is only valid for texts at header level of the sales order, in other words, only in the B2C scenario (text type 1000).
Customizing: Choose Text Type 1000 in the Header Customizing (Business Transaction Types: Sales) of the transaction type used for the Web shop.
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Automatic Sending of Web Order Confirmations
CRM System Web order created
Action triggered
Smartforms called
Mail send
SAP AG 2004
Three options for the order confirmation of the Web order: y In Web shop y E-mail triggered via actions in CRM: Customizing Path: IMG: CRM Æ Basic Functions Æ Actions Path Smartforms: TX: SMARTFORMS y Output determination in SAP R/3
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Request for Quotation (RFQ): Overview
Request for Quotation Customercreates createsaarequest requestfor for Customer quotation quotation Internalemployee employeereleases releasesthe therequest request Internal forquotation quotation for (manual orautomatic automaticrelease releaseof ofRFQ RFQis is (manual or supported) supported) Customercan canreject rejectthe thequotation quotationor or Customer referto tothe thequotation quotationand andplace placean anorder order refer
SAP AG 2004
Purpose: y With this process, a Web shop customer can get a quotation for one or more articles from the product catalog. The process includes accepting and confirming quotations. The Internet user gets special conditions for the products required and has the option of requesting a quotation.
In technical terms, a request for quotation (RFQ) is a quotation with a specific status.
Negotiation process: Employee releases the RFQ by changing the status.
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RFQ: Settings in the Web Shop Profile
Shop Management General Information
Catalog
Order
Marketing
SAP AG 2004
There are two quotation types (you can use just one type for each Web shop):
1. Lean or Simple Quotations (implemented with CRM 2.0B): y A quotation is created based on the transaction type used for orders in the Web shop (like TA or ISBB) y Extended by date profile to carry validity date (i.e. QUOTE001) y If this type of quotation is requested, the same document is converted into an order. y Status: Open (can be ordered immediately), completed
2. Request for Quotation (RFQ, CRM Quotation): y The transaction type for quotations is taken from the field Order Type for quotations, and may differ from the transaction type for orders. The AGIS transaction type (Quoation for Internet Sales) delivered by SAP, enables you to obtain a quotation (RFQ) with release and authorization procedure in one scenario. The request for the quotation takes place in this case by creating a follow-up document (by copy control). y Implemented with CRM 3.0 SP 13 and CRM 3.1 SP 6. y Are real CRM quotations.
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… y Standard process type AGIS Status profile:
CRMQT_IS
Action profile: QUOTATION_IS y Status: open, confirmed (can be ordered), accepted (ordered), expired (end of validation date reached) y Quotation and Order are linked via DOC_FLOW. y With note 646089 it is possible to handle cancelled positions in ISales.
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RFQ: Creation
RFQ Processing A Request for quotation (RFQ)
Is an inquiry by the customer and In technical terms a quotation with a specific status
Internal employee releases the RFQ by modifying the status Customer can then place an order with reference to the quotation B2B Web Shop
Add note to ask for discounts and rebates
SAP AG 2004
Prerequisites for the Request for Quotation (RFQ) Processing y You have set the Request for Quotation flag in the Shop Management application to enable requests for quotations. y You are using the standard delivery transaction types AGIS and ISBB in your Web shop.
Available status: y 1. Request for Quotation (CRM quotations): - Open - Confirmed (can be ordered) - Accepted (ordered) - Expired (end of validation date reached) y 2. Lean or Simple Quotations (ISA quotations): - Open (can be ordered immediately) - Completed
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RFQ: Release Process In the employee's CRM Inbox the RFQ appears, the employee can maintain the price and the text
SAP AG 2004
Within the CRM you can change the status of the quotation and assign a price manually.
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Order and Contract Processing II
Order Processing
Batches and product determination Contracts and contract negotiation
SAP AG 2004
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Batches
What are batches? Materials that require such precise identification, for example pharmaceutical products, are identified and managed in stock not only according to material number, but also according to batch number.
Icon indicates a batch product and expands the fields below
For scenario one: enter a specific batch number
SAP AG 2004
Two business scenarios supported: 1.Reorder of batches y Customer can type in batch number know from a previous order y Batches can also be selected from drop down box y Entries of the drop down box are filled by a BADI (CRM_BATCH_ISA_BADI) which by default calls into R/3 (batch master records are not replicated to CRM) y Batches are only supported in shopping basket, not in catalog 2. Input of batch selection criteria y Customer can enter batch selection criteria for batch products classified accordingly (batch class 023) y Batch selection criteria are used for ATP-check and forwarded to follow up documents y Batch determination takes place in SAP R/3 at point in time of delivery processing Prerequisite: y SAP R/3 4.6b or higher
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Batch Determination
Example for scenario two: Customer can enter batch selection criteria for product BM_1000
SAP AG 2004
Steps for customizing: Sys ToDo R/3 Setup master data (class, characteristics, product, batches) R/3, CRM Synchronize the customizing settings of the classification CRM Assign product set type COMM_PR_BATCH R/3, CRM Initial data transfer of classification data R/3, CRM Initial data transfer of products CRM Check data (class, characteristics, product) CRM Definition of BAdI for: value help batch input check batch, filter ISA characteristics CRM Setup B2B master data (shop, catalogue, customer..) ISA Customize shop for batch handled products; set the flag Batch Processing Permitted in the web based Shop Administration tool under the tab Order. If the product is handled in batches and the Web shop support batch processing, the user is able to maintain batches. Note: Batch processing is only supported for B2B scenario and only in the shopping basket, not in the product catalog.
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Product Determination
Product Determination Two Scenarios:
Customer supports several material codes to identify product
Customer uses condition based product substitution
Relevant to quick order entry of the B2B scenario Customer can use different customer specific product numbers during order entry Product determination maps to general CRM product number 1:n relationship possible (customer specific: CRM product number); in this case a pop up appears and the customer can then select the required product manually Customer specific product number is stored within the CRM order and is also transferred to SAPR/3
SAP AG 2004
The target of the customizing feature Product Determination and substitution is to enable the SAP Internet Sales 4.0 for B2B, to handle entered product ids that resolve to more than one system product ID and to support the substitution of a product by another product.
As long as the determination results in a single system product ID, no user interaction is necessary, but there may be situations when an entered product ID matches more than one system product ID or substitute products. In those cases the user will be asked to choose the correct entry from the found system product IDs, respective of substitute products.
If product determination has taken place, the information as to what system product ID an entered product ID was mapped can be shown in the shopping basket, dependent of Customizing.
.
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Product Determination Step one: Enter product in the fast entry mode
Step two: Product number is not unique and customer has to choose the correct entry
Step three: The chosen entry is transferred into the shopping basket
SAP AG 2004
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Product Determination/Alternative ID Situation after product determination has taken place •Customer sees to what system product iD an entered product id (e.g. partner product number) was mapped
entered product number
system product ID (to show this information is customizable)
SAP AG 2004
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Product Determination Flow
In case user-specific product ID cannot automatically be resolved to a single system product ID or more than one substitute product is defined Document 0815 Pos1 ,
Usr Id 4711
Pos2
Update
Nonambiguous determination/ substitution
Document 0815 Pos1 ,
Usr Id 4711, Syst Id 1418
Pos2
Ambiguous determination/ substitution
All ambiguities resolved
Pos1 ,
User inquiry
Syst Id 1418 Syst Id 0007
Not all ambiguities resolved
...
SAP AG 2004
Steps for customizing: Settings for CRM y Define a profile for alternative product Ids in Customizing. For this, choose Customer Relationship Management → Cross-Application Components → SAP Product → Alternative Product IDs → Define Profiles in the Implementation Guide. y Assigned the profile to the required transaction type in Customizing. y For partner products, maintain partner product in the product master. y For GTINs, maintaine these in the product master. Settings for Internet Sales: y Set the flag Display product determination information in the Web based Shop Management Tool http://:/shopadmin/shopadmin/init.do under the tab Order to see the system product ID and the reason for substitution at item level.
Product determination is only supported for CRM Internet Sales business-to-business scenario.
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Order and Contract Processing III
Order Processing Batches and product determination
Contracts and contract negotiation
SAP AG 2004
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Contract Management in E-Commerce Contract Definition: Contract Definition Contractsare arelong-term long-termagreements agreementswith withcustomers customersthat thatallow allow Contracts themto tobuy buyproducts productsat atspecial specialconditions, conditions,such suchas aslower lower them pricesor orfavorable favorableterms termsof ofdelivery. delivery. prices Solution Manager Contract Management in E-Commerce Organizational Units Master Data Business Processes Collaborative Contract Negotiation Release Order Processing (E-Commerce)
SAP AG 2004
Within CRM sales contracts, you can define: y Target value and/or target quantity, price agreements, releasable products,and completion rule y Dates and date rules, actions that are planned and triggered automatically, cancellation dates and rules
A contract can contain one or more products which can be grouped (for example, by a partner product range)
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Overview: Distribution of Contract Data B2B Web shop Access to contract data through • catalog browsing or • contract browsing Selection of Contract Data
Creating Order
SAP CRM
Replication of Contract Data
Distribution of Order Data
SAP R/3 SAP AG 2004
Completion of a Contract You can customize whether the target value or quantity of the contract: - Can be exceeded - Cannot be exceeded - Can only be exceeded once y The system should automatically set the status of a contract to completed when the target value or quantity has been reached. Actions for contracts You can create follow-up documents like a Phone Call y If the released value < 90% of target value y One week before contract end date You release products from a sales contract by submitting a sales order: y For the release order you can use the standard sales order type. y The date of the release order should lie within the contract validity period. Otherwise, the system issues a warning. y The system updates the quantity and/or value released and records it in the contract. y Before you can release products, you have to release the items in the contract.
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Display of Contract Data within the B2B Web Shop Login to to B2B B2B shop shop Login
Contract Browsing Browsing Contract
Catalog Browsing Browsing Catalog
Order Order Contract call call off off ++ Contract SAP AG 2004
When ordering products, the corresponding contract numbers and items are transferred to the shopping basket, allowing for request orders (or call offs) from contracts In the catalog customer contract specific data can be displayed. It is freely customizable, which contract specific fields appear within the: y Product list in the catalog y Product details view in the catalog y Contract view Hints: Contracts offered for browsing are restricted to the distribution chain of the catalog variant No manual entry of the contract in the item line of the order entry, since assignment and change of the contract is not supported by CRM order after item creation No search for contract number or attributes within catalogs (data are not available on the search index) No search for products within contracts A contract can contain one or more products grouped by a partner product range The customer can access a list of contracts for a sold-to party Determination of contract item price: Catalog/contract browsing: Determination of contract item price via price calculator of catalog using attributes of catalog variant Order entry: Determination of item price via CRM order
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Contracts in the B2B Web Shop: Customizing
1. Definition of contract attributes to be displayed in the Web shop
CRM Customizing
product list product detail contract item detail 2. Shop Management enabling contracts determination setting of contract profile
Shop Management
3. Customizing for contract specific conditions: Definition of conditions groups Assignment of condition group to e.g. item category SAP AG 2004
Definition of contract attributes (e.g. released quantities/values, target quantities/values, valid from/to, and shipping conditions) to be displayed in the Web shop. You find the settings in the view Order within the Shop Management.
Definition of contract specific conditions: y Maintenance of pricing agreements in contracts y Customizing: a)
Definition of conditions groups: CRM Æ transactions Æ settings for contracts Æ price agreements and configuration Æ define and assign group of condition tables and types
b)
Assignment of condition group to item category or transaction type
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Contract Negotiation: Overview Customer
SAP CRM
Contract Negotiation Create inquiry for contract
Employee creates a contract quotation
Send inquiry
Reject
New proposal
Review contract inquiry Perform credit check
Customer has three options: Accept
SAP R/3
Log on to Web Shop
Customer sends a contract inquiry
Brand Owner
System performs credit check
Change details of contract
Employee releases the contract for call offs
Accept quotation
Send quotation for contract back to customer
System converts quotation to contract
Customer can make some additional simple changes (ship-to-address)
Release items Create follow–up actions
SAP AG 2004
Contract Negotiation Process comprises the following steps:
Customer browses in catalog and adds products to a new contract inquiry.
Customer adds contract specific data like validity period, prices and rebates target value/quantity and sends the inquiry to the vendor.
Vendor receives the contract inquiry and evaluates the requested contract. He or she may change some data and send this contract quotation back to the customer.
Customer verifies the proposal of the vendor and y Changes some data and sends the inquiry back to vendor y Accepts contract quotation and sends it back to vendor y Disagrees with vendor’s proposal and rejects contract
When customer has accepted on the contract negotiation vendor releases contract.
Customer can still do some simple changes (like ship-to-address) or cancel the contract.
Hints:
You can assign single products to contract items (and not product hierarchies and partner-productranges (PPRs).
Either value or quantity contracts will be offered in the Web shop.
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Contract Negotiation Shop Management
Inquiry
Quotation
SAP AG 2004
Contract negotiation customizing
Shop Maintenance: y Flag that enables contract negotiations in ISA B2B y Group of transaction types for creating contract inquiries
CRM Customizing: y Transaction type maintenance: Field for value/quantity contract y Customizing for Contracts: Assign two condition types for desired price and price simul. -
Condition type for contract inquires (price, rebate)
-
Corresponding condition type for ‚real‘ contract price (price simulation)
y Definition of a transaction type for contract negotiations (e.g. ZCNV) …
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… y Creation of a user status profile (e.g. CRMCONEG) in IMG activity “Define Status Profile for User Status”. Two user statuses are required to enable the determination of the actual processor (vendor/customer): -
(initial) Status 1 (IPCU) for being processed by customer (assign trans. STCU)
-
Status 2 (IPVE) for being processed by vendor: (assign trans. STVE)
y Creation of a text determination procedure to enable the exchange of notes between customer and vendor -
Text type 1 for a description or note
-
Text type 2 for an automatically generated log or history of all the texts
y Definition of an item category for the transaction type -
item object type: CRM Quantity/Value Contract
-
quotation data: Relevance for quotation field: Initial inquiry Subsequent processing: Quotation status is reset
y
Conditions: Creation of condition types for contract inquires (dummy conditions)
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Order and Contract Processing: Unit Summary
You are now able to: Point out the ordering features with CRM E-Commerce Set up Request for Quotations Maintain the organizational data for the Web order Set up product determination and contracts for the Web shop
SAP AG 2004
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Exercises Unit:
Order and Contract Processing
Topic:
Organizational Data
At the conclusion of this exercise, you will be able to: • Explain the determination of responsible organizational units in CRM. Do not make any changes to the organizational structure, since this could affect the other exercises in the course.
1-1
You have to analyze the settings for the scenario in which sales orders are created via the Web shop. 1-1-1
Take a look at the catalog variant VAR_EN. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user. Product catalog: PCSHOP Take a look at catalog variant VAR_EN. Which sales organization and distribution channel have been maintained? ____________________________________________________ ____________________________________________________
1-1-2
Analyze the Web shop PC4YOUX_EN (B2C) or PC4BIZX_EN (B2B). URL: http:///shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X Select the shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B) and choose Details. Is a sales office assigned to the Web shop? ____________________________________________________
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1-1-3
In the CRM system, take a look at the organizational units determined at header level and at item level for your order (created in exercise of Unit 2). SAPmenu→ Sales → Maintain Sales Transactions Button: Open Business Transaction Maintain the order number from the B2B exercise in Unit 2 and press Enter. ____________________________________________________
1-1-4
Can you see a division at header level in the CRM document? Explain the differences between header and item level as regards the division. ____________________________________________________ ____________________________________________________
1-1-5
In the CRM system, where can you set the missing division at header level for the document transfer to the SAP R/3 system? ____________________________________________________ ____________________________________________________
1-1-6
Log onto the SAP R/3 system and check the sales organization, distribution channel, division, and sales office found at header level in the corresponding sales document. SAP R/3: Logistics → Sales and Distribution → Sales → Order → Display Enter the order number and choose Enter. Menu: Goto → Header → Sales ____________________________________________________ ____________________________________________________ ____________________________________________________
© SAP AG
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Solutions
1-1
Unit:
Order and Contract Processing
Topic:
Organizational Data
You will analyze the settings for the scenario for creating sales orders in the Web shop. 1-1-1
Take a look at the catalog variant VAR_EN. URL: http:///webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user. Choose Product Catalog. Product catalog: PCSHOP Choose PCSHOP. Take a look at catalog variant VAR_EN. Choose Variants. Which sales organization and distribution channel have been maintained? Choose Details. Sales organization: Distribution channel:
1-1-2
Sales US (O 50000609) 30
Analyze the Web shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B). URL: http://:50000/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM8 0X Log on with your CRM user and choose Existing Shops. Search for shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B), choose the underlined shop name and choose tab Order. Is a sales office assigned to the Web shop? Yes, sales office O 50000612 (US Office Internet Sales) is assigned to the Web shop (under tab Order).
© SAP AG
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1-1-3
In the CRM system, take a look at the organizational units determined at header level and at item level for your order (created in exercise of unit 2). SAPmenu → Sales → Maintain Sales Transactions Button: Open Business Transaction Maintain the order number from the B2B exercise in Unit 2 and press Enter. Header level: Go to the tab Organization. Sales organization: Sales US Distribution channel: 30 (Internet Sales) Division: None at header level Item level: Choose Item detail and select the tab Organization. Sales organization: Sales US Distribution channel: 30 (Internet Sales) Division: 07 (High Tech)
1-1-4
Can you see a division at header level in the CRM document? Explain the differences between header and item level as regards the division. There is no division at header level in the CRM document. The division is only listed at item level. This division information always comes from the product master.
1-1-5
In the CRM system, where can you set the missing division at header level for the document transfer to the SAP R/3 System? Transaction: SPRO → SAP Reference IMG → Customer Relationship Management → Master Data → Organizational Management → Division Settings → Define Use of Division and Dummy Division
1-1-6
Log onto the SAP R/3 system and check the sales organization, distribution channel, division, and sales office found at header level in the corresponding sales document. SAP R/3: Logistics → Sales and Distribution → Sales → Order → Display Enter the order number and choose Enter. Menu: Goto → Header → Sales Sales organization: Distribution channel: Division:
© SAP AG
3020 30 00
CR800
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Price Determination and ATP Check
Units 1.
Foundation and Architecture
2.
Shop and User Management
3.
Catalog Setup
8.
4.
Order and Contract Processing
5.
Price Determination and ATP Check
6.
Additional E-Selling Scenarios
7.
E-Marketing
E-Service a) Solution Search b) Service Request Management c) Complaints and Returns Management in E-Commerce
9.
E-Analytics
Appendix SAP AG 2004
© SAP AG
CR800
5-1
Price Determination and ATP Check
ATP Check Availability Check using the Advanced Planner and Optimizer (APO) ATP using SAP R/3 Price determination within the Web shop
SAP AG 2004
ATP = Available-to-Promise
© SAP AG
CR800
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Price Determination and ATP Check: Unit Objectives
At the conclusion of this unit, you will be able to: Describe the availability check either based on the SAP Advanced Planner & Optimizer (APO) or the SAP R/3 Outline how the IPC is integrated and used in the E-commerce scenario
SAP AG 2004
© SAP AG
CR800
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Price Determination and ATP Check: Business Scenario Our company wants to display up-to-date prices within the Web shop. Additionally, customer specific pricing is required for the B2B Web shop. Product availability should be displayed in the Web shop.
SAP AG 2004
© SAP AG
CR800
5-4
Price Determination and ATP Check I
ATP Check Availability Check using the Advanced Planner and Optimizer (APO) ATP using R/3 Price determination within the Web shop
SAP AG 2004
ATP = Available-to-Promise
© SAP AG
CR800
5-5
Global ATP with SAP APO
Inthe theWeb Webshop, shop,there thereare aretwo twooptions optionsfor forperforming performing In anavailability availabilitycheck: check: an 1. Global GlobalATP ATPwith withSAP SAPAPO APO 1. 2. ATP ATPusing usingthe theSAP SAPR/3 R/3 2.
ATP = Available-to-Promise APO = Advanced Planner & Optimizer
Shop Management General Information
Catalog
Order
Marketing
Availability check control CRM integrated availability check (SAP APO) or availability information (SAP R/3) Internet Sales specific availability information using SAP R/3 (obsolete)
SAP AG 2004
If the system recognizes that an SAP APO System is connected, a complete availability check is carried out via SAP APO.
If no SAP APO System is connected, an availability information is carried out against SAP R/3.
ATP Check with APO y Global, multi-site, real-time ATP with temporary reservation y Rule-based, multi-level ATP - Alternative locations - Alternative products (substitutes)
ATP Check with SAP R/3 y Snapshot of current stock y Reservation after order was saved successfully in SAP R/3 System
© SAP AG
CR800
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Integration of ATP in APO Architecture
R/3 R/3 or or CRM CRM
Supply Supply Chain Chain Cockpit Cockpit (APO) (APO)
Historical data
Demand Demand Planning Planning
Sales order
ATP ATP
Production Production Planning Planning and and Detailed Detailed Scheduling Scheduling
Supply Supply Network Network Planning Planning
Key figures (KPIs)
Deployment Deployment
SAP AG 2004
APO = Advanced Planner & Optimizer
The integration of the CRM and APO systems is carried out by Business Application Programming Interfaces (BAPIs) in CRM and SAP R/3.
Sales orders trigger a Global ATP check, which (depending on the configuration) can use inventory, production plans, deployment plans, and various items of planning data to calculate the correct availability result.
© SAP AG
CR800
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Global ATP in APO: Features SAP APO Produce +20 -10
SAP CRM or R/3
ATP ATP Request Request
Confirmation Confirmation
+10
¾ Global, multi-site, real-time ATP ¾ Rules-based, multi-level ATP Alternative locations Alternative products
¾ Integrated with Production Planning ¾ Fast response times as a result of using liveCache for product availability check SAP AG 2004
Further advantage of SAP APO: Relieve the load on SAP R/3.
Global ATP is integrated in the Supply Chain Management (SCM) processes for all kinds of order processing.
In many SAP R/3 systems, ATP functionality is restricted or not possible at all. For example, in older versions of SAP R/3 an availability check only searched the local inventory for available products and assumed infinite capacity when a product had to be produced.
When it comes to production, the availability check uses functionality to check the actual order network including all constraints.
The rules-based ATP check is the basis for checking alternative products in alternative locations, as well as for production.
© SAP AG
CR800
5-8
Availability Check with APO in the B2B Scenario B2B Web shop
5
4
1
CRM CRM Server Server 7
2
6
Create sales order on Internet (Web shop) z User chooses product, quantity, date in shop. basket 1 z User chooses Enter 2 z CRM calls APO to check availability z APO makes temporary reservation 3 z APO transfers ATP check results to CRM z CRM displays ATP information in Web shop 4 5 z User saves order in CRM z CRM calls APO to finalize reservation 6 z CRM transfers order to SAP R/3 7 8 z SAP R/3 calls up ATP results from APO z SAP R/3 posts order to APO and reservation is transformed into a requirement 9 3
8
OLTP OLTP R/3 R/3
9
APO APO System System
SAP AG 2004
In the scenario above the ATP check is carried out only by the SAP APO.
The integration of the CRM and APO systems ensures that the data required for the APO system is transferred from the CRM system, and that the results of the availability check and scheduling are transferred to CRM and SAP R/3.
The sales order is saved in the CRM system. The requirements are then saved in the APO system but are not relevant for materials planning until the sales order is transferred to the SAP R/3 system and saved.
After the ATP check, the following parameters for each item are transferred back to the CRM system: y Country shipped to (for tax reasons) and region y Confirmed quantities y Confirmed dates
© SAP AG
CR800
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CRM Customizing Settings for APO-ATP
Define ATP profile
Create an ATP profile that corresponds to the requirements profile in APO
Assign ATP profile to item category
Assign the ATP profile to the item category for which an availability check has to be performed
The requirements profile in APO controls how the availability check is performed
SAP AG 2004
The ATP profile in each sales order item is transferred from the CRM system to the APO system. In the APO system, the ATP profile becomes the requirements profile that is used as a key for carrying out the ATP check. The requirements profile determines how the availability check is performed.
The integration of CRM and APO is controlled in the item category of the sales order. In the customizing, you must ensure that the name of the ATP profile assigned to the item category corresponds to the requirements profile used in the APO system (for example, ATP profile = 100 Æ requirements profile =100).
You maintain the ATP profile in CRM Customizing under SPRO Æ CRM Æ Basic Functions Æ Availability Check Æ Define ATP Profile.
You assign the ATP profile to the item category as follows: SPRO Æ CRM Æ Basic Functions Æ Availability Check Æ Assign ATP Profile to Item Category.
You assign the location under SPRO Æ CRM Æ Availability Check Æ Assign Location in CRM Online to Location in SAP APO.
© SAP AG
CR800
5-10
ATP Using SAP R/3
Inthe theWeb Webshop, shop,there thereare aretwo twooptions optionsfor forperforming performing In anavailability availabilitycheck: check: an 1. Global GlobalATP ATPwith withSAP SAPAPO APO 1. 2. ATP ATPusing usingSAP SAPR/3 R/3 2.
Shop Management General Information
Catalog
Order
Marketing
Availability check control CRM integrated availability check (SAP APO) or availability information (SAP R/3) Internet Sales specific availability information using SAP R/3 (obsolete)
SAP AG 2004
The Internet Sales-specific availability information is obsolete and is no longer further developed. SAP recommends that you use the setting for the CRM-integrated availability check (SAP APO) availability information (SAP R/3) because this solution is further developed.
CRM-integrated solution: One of the advantages is that the SAP CRM server recognizes whether an SAP APO system is linked and directs the availability request against SAP APO or SAP R/3 correspondingly. In addition, the system can also display several schedule lines item-related during an availability information against SAP R/3 (SAP E-Commerce
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