Sap Cr100 en Col95 Part Nw

CR100 SAP CRM

Date Training Center Instructors

Education Website

For internal use by CSC only

For internal use by CSC only

CRM – Customizing Fundamentals

Participant Handbook Course Version: 95 Course Duration: 5 Day(s) Material Number: 50099342

An SAP course - use it to learn, reference it for work

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Copyright Copyright © 2010 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.

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For internal use by CSC only

For internal use by CSC only

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Disclaimer THESE MATERIALS ARE PROVIDED BY SAP ON AN "AS IS" BASIS, AND SAP EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR APPLIED, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO THESE MATERIALS AND THE SERVICE, INFORMATION, TEXT, GRAPHICS, LINKS, OR ANY OTHER MATERIALS AND PRODUCTS CONTAINED HEREIN. IN NO EVENT SHALL SAP BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY KIND WHATSOEVER, INCLUDING WITHOUT LIMITATION LOST REVENUES OR LOST PROFITS, WHICH MAY RESULT FROM THE USE OF THESE MATERIALS OR INCLUDED SOFTWARE COMPONENTS.

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About This Handbook This handbook is intended to complement the instructor-led presentation of this course, and serve as a source of reference. It is not suitable for self-study.

Typographic Conventions For internal use by CSC only

Type Style

Description

Example text

Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths, and options. Also used for cross-references to other documentation both internal and external.

2009

Example text

Emphasized words or phrases in body text, titles of graphics, and tables

EXAMPLE TEXT

Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example SELECT and INCLUDE.

Example text

Screen output. This includes file and directory names and their paths, messages, names of variables and parameters, and passages of the source text of a program.

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Exact user entry. These are words and characters that you enter in the system exactly as they appear in the documentation.



Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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American English is the standard used in this handbook. The following typographic conventions are also used.

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About This Handbook

CR100

Icons in Body Text The following icons are used in this handbook. Icon

Meaning For more information, tips, or background

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Exception or caution Procedures

Indicates that the item is displayed in the instructor's presentation.

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Note or further explanation of previous point

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Contents Course Overview ......................................................... vii

Unit 1: EhP1 for SAP CRM 7.0 – Overview ........................... 1 SAP CRM Functions and Architecture ...............................2 SAP CRM WebClient User Interface .................................8

Unit 2: Account Management ......................................... 25 Overview of Accounts and Business Partners .................... 26 Account Classification Options and Account Hierarchies........ 49 Data Exchange with the SAP ERP System ....................... 58

Unit 3: Organizational Management ................................. 77 Organizational Model ................................................. 78 Determination of Organizational Data in Transactions ........... 93

Unit 4: Product Master................................................. 107 Basic Features of the Product Master.............................108 Set Types, Attributes, Categories, and Hierarchies ............. 114

For internal use by CSC only

For internal use by CSC only

Course Goals ...........................................................vii Course Objectives .................................................... viii

Unit 5: Transaction Processing...................................... 147 Structure of Transactions ...........................................148 Transaction Types Item Categories and Item Category Determination .....................................................154 Basic Functions in Business Transactions .......................202

Unit 6: Activity Management ......................................... 231 Overview of Activity Management .................................232 Customizing Activities and Special Activity Functions ..........238

Unit 7: Partner Processing ........................................... 263 Overview of Partner Processing ...................................264 Customizing Partner Processing...................................270

Unit 8: Actions........................................................... 295 Action Processing....................................................296

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Contents

CR100

Unit 9: Pricing ........................................................... 329 Overview of Pricing ..................................................330 Condition Maintenance and Pricing Functions ...................342

Unit 10: CRM Billing .................................................... 369 Overview of CRM Billing ............................................370 Customizing CRM Billing............................................380 For internal use by CSC only

Overview of CRM Middleware......................................404 Data Exchange between SAP CRM and SAP ERP ............. 411 Consistency and Monitoring of the Data Exchange .............425

Unit 12: CRM WebClient UI ........................................... 437 Overview of CRM WebClient UI....................................438

Index ....................................................................... 467

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For internal use by CSC only

Unit 11: CRM Middleware ............................................. 403

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Course Overview The course introduces important master data and covers base customizing settings of the SAP CRM solution.

For internal use by CSC only

Target Audience This course is intended for the following audiences: • • •

Customers, consultants and project team members responsible for configuring basic functions of the SAP CRM systems Users of SAP ERP Central Component and new customers planning to implement SAP CRM Customers and consultants who need detailed knowledge about base Customizing in EhP1 for SAP CRM 7.0 systems.

Course Prerequisites Required Knowledge •

This course requires the course SAPCRM (SAP CRM Solution Overview).

For internal use by CSC only

This course does not cover key functions or contact channels in detail. The course focuses on more “generic” topics (for example, master data and general concepts of transaction processing as well as basic functions).

Recommended Knowledge • • •

Knowledge of SAP ERP Sales and Distribution (SD) helps. Knowledge of the SAP CRM Learning Maps. Customers and partners can use the following links to the SAP CRM learning maps on SAP Service Marketplace: –

http://service.sap.com/okp to register (OKP stands for SAP Online Knowledge Products.)

–

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http://service.sap.com/rkt-crm for access

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Course Overview

CR100

Course Goals This course will prepare you to: •

For internal use by CSC only

Course Objectives After completing this course, you will be able to: •

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Gain a deeper knowledge of basic data in CRM as well as selected generic CRM functions

© 2010 SAP AG. All rights reserved.

For internal use by CSC only

• • • • •

understand the concept of master data (Accounts, the Organizational Model and Products) perform basic customizing of business transactions customize basic functions relevant for transaction processing describe options of the CRM Billing application understand the main functions of the CRM Middleware describe the basic features and functions of the CRM WebClient UI

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Unit 1 For internal use by CSC only

For internal use by CSC only

EhP1 for SAP CRM 7.0 – Overview Unit Overview This unit gives an overview of the SAP CRM application.

Unit Objectives After completing this unit, you will be able to: • • • • • • •

Describe the SAP CRM application Describe the various components of the SAP CRM architecture Define CRM Middleware Navigate in the CRM WebClient UI Know of CRM WebClient UI personalization options Understand who will access the CRM system via SAP GUI Explain the concept of Customizing.

Unit Contents Lesson: SAP CRM Functions and Architecture................................2 Exercise 1: Characteristics of the SAP CRM Application ................5 Lesson: SAP CRM WebClient User Interface..................................8 Exercise 2: Logon and Personalization................................... 13

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

CR100

Lesson: SAP CRM Functions and Architecture Lesson Overview This lesson introduces the SAP CRM application by covering its key functions and architecture.

After completing this lesson, you will be able to: • • •

Describe the SAP CRM application Describe the various components of the SAP CRM architecture Define CRM Middleware

Business Example Your company has selected SAP CRM as its Customer Relationship Management solution. Therefore, you want to become familiar with the key functions provided by SAP CRM. You also want to familiarize yourself with the SAP CRM architecture.

For internal use by CSC only

For internal use by CSC only

Lesson Objectives

Figure 1: SAP CRM Overview

SAP Customer Relationship Management (SAP CRM) is a comprehensive solution for managing your customer relationships. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.

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Lesson: SAP CRM Functions and Architecture

SAP CRM is part of SAP Business Suite. SAP CRM provides leading front office functions and end-to-end industry-specific processes via marketing, sales, service, and various other channels.

For internal use by CSC only

For internal use by CSC only

SAP CRM can be integrated into the SAP NetWeaver Portal.

Figure 2: Architecture of SAP CRM

SAP Customer Relationship Management (SAP CRM) is part of the SAP Business Suite and contains a central CRM server that can be used to access the system via multiple channels. The CRM server can also connect to other systems. The SAP CRM application can be connected and fully-integrated in the following ways: • • • •

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The SAP CRM System as a central CRM server with its application components SAP ERP as a back-end system with well-proven ERP functions BI functions of SAP NetWeaver with comprehensive statistical and analysis capabilities SAP SCM as a global solution for product availability checks and demand planning

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Figure 3: SAP CRM and Other SAP Systems

CRM Middleware is the primary device for the data exchange between the CRM system and the connected SAP ERP system. A plug-in on the SAP ERP system acts as a counterpart to the R/3-Adapter, supporting the data communication between the two systems. The data exchange normally includes an initial transfer of Customizing data, master data and transaction data to the CRM system, as well as a delta replication of the master data and transaction data in both directions. SAP ECC 6.0 and later releases contain all interfaces that are required for technical integration with the other SAP components that were previously components of the SAP R/3 plug-ins.

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For internal use by CSC only

For internal use by CSC only

Unit 1: EhP1 for SAP CRM 7.0 – Overview

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CR100

Lesson: SAP CRM Functions and Architecture

Exercise 1: Characteristics of the SAP CRM Application Exercise Objectives

For internal use by CSC only

For internal use by CSC only

After completing this exercise, you will be able to: • understand differences between SAP ERP and SAP CRM

Business Example You would like to better understand the differences of the SAP CRM and SAP ERP application

Task: Please answer the following questions 1.

Which of the following scenarios/functions are not part of SAP CRM? Choose the correct answer(s).

□ □ □ □ □ □ 2.

A B C D E F

Logistics Execution Billing Controlling Sales Order Processing Service Contract Management Human Capital Management

Web Channel functionality (E-Commerce; WebShops; Internet Sales) requires SAP CRM. SAP ERP does not offer this functionality. Determine whether this statement is true or false.

□ □

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True False

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

CR100

Solution 1: Characteristics of the SAP CRM Application Task: Please answer the following questions 1.

Which of the following scenarios/functions are not part of SAP CRM?

For internal use by CSC only

CRM offers Marketing, Sales and Service functions which also include CRM Billing. Order fulfillment (Logistics Execution), Controlling and Human Capital Management are not part of SAP CRM. 2.

Web Channel functionality (E-Commerce; WebShops; Internet Sales) requires SAP CRM. SAP ERP does not offer this functionality. Answer: False “SAP Internet Sales in ERP” allows to sell products via a Web Shop which is connected to an ERP system.

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Answer: A, C, F

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Lesson: SAP CRM Functions and Architecture

Lesson Summary You should now be able to: • Describe the SAP CRM application • Describe the various components of the SAP CRM architecture • Define CRM Middleware

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For internal use by CSC only

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

CR100

Lesson: SAP CRM WebClient User Interface Lesson Overview This lesson introduces the CRM WebClient User Interface. For internal use by CSC only

After completing this lesson, you will be able to: • • • •

Navigate in the CRM WebClient UI Know of CRM WebClient UI personalization options Understand who will access the CRM system via SAP GUI Explain the concept of Customizing.

Business Example Your company has selected SAP CRM as its Customer Relationship Management solution. Therefore, you want to become familiar with the user interface provided by SAP CRM.

For internal use by CSC only

Lesson Objectives

Figure 4: CRM WebClient User Interface

With the CRM WebClient UI, SAP delivers a harmonized online user interface. The CRM WebClient is designed for the business user and presents a role-based workspace that provides an easy-to-use navigation and user interface.

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CR100

Lesson: SAP CRM WebClient User Interface

SAP CRM users work with the CRM WebClient UI which replaces the existing SAP GUI and People-Centric User Interface (PC UI). The CRM WebClient UI looks the same in all applications. It can be adjusted easily using standard tools and functions (e.g. the UI Configuration Tool). Navigation Bar and Header Area build the so-called L-Shape. The CRM WebClient UI is based on Business Server Page (BSP) technology. For internal use by CSC only

The course CR580 (SAP CRM User Interface) gives details on how to realize typical changes to the UI configuration.

For internal use by CSC only

From a SAP CRM 7.0 SAP GUI session it is possible to start the CRM WebClient UI using transaction WUI.

Figure 5: CRM WebClient UI - Details

You can navigate through the page history step by step, or you can go straight to a previous page. Saved searches should always have a unique name so that existing searches are not overwritten.

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Figure 6: CRM WebClient UI - Personalization

Users can personalize the CRM WebClient UI. However, simple customizing settings can be used to restrict the personalization options. Personalization can be invoked via drag & drop or using the same (skin-dependant) push-button. E.g. on the slide above the active skin is called Signature Design and the personalization push-button looks like a pencil.

For internal use by CSC only

For internal use by CSC only

Unit 1: EhP1 for SAP CRM 7.0 – Overview

The general personalization settings include • •

• • • •

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My Data: Various user information, password change Settings: time zone, date format, time format, decimal notation, screen reader mode, enabling of keys in dropdown lists, enabling of tab order definition mode and enabling of the configuration mode Shortcuts: flexible definition of keyboard shortcuts to screen areas and functions Layout: impacts on visual layout, definition of quick create links SAP CRM Feed Favorites: SAP CRM Links, Web Links or Widgets

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Lesson: SAP CRM WebClient User Interface

Figure 7: The Role of the SAP Graphical User Interface (SAP GUI)

As of SAP CRM 2006s/2, the SAP GUI interface should only be used for administrative purposes. The SAP GUI is used frequently during this course because the aim is to make the participants familiar with the basic settings of SAP CRM.

For internal use by CSC only

For internal use by CSC only

CR100

Figure 8: What is Customizing?

In SAP systems Customizing means parameterization rather than programming.

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

CR100

If the standard or customized functions of the SAP CRM application do not meet the customer's requirements, it is possible to make program enhancements. This includes the implementation of Business Add-Ins (BAdIs). BAdIs are usually embedded content-specific in the Implementation Guide. BAdIs can be found using SAP Menu → Architecture and Technology → ABAP Workbench → Utilities → Business Add-Ins or via transaction codes SE18, SE19. For internal use by CSC only

For internal use by CSC only

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CR100

Lesson: SAP CRM WebClient User Interface

Exercise 2: Logon and Personalization Exercise Objectives

For internal use by CSC only

Business Example You want to familiarize yourself with two different user interfaces. You want to be familiar with the SAP GUI as the “administrator” and the CRM WebClient UI as the “user”. You make some personalized settings in the WebClient UI. Note: In these exercises and all subsequent exercises, replace the generic placeholder ## with your individual group number.

Task 1: Log on to the CRM system. 1.

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu as we will be using it frequently during this course.

2.

For internal use by CSC only

After completing this exercise, you will be able to: • Log on to the CRM system using the SAP GUI • Log on to the CRM WebClient UI • Make user-specific default settings/personalized settings

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Insert transaction. Use this entry to call the CRM WebClient UI. Transaction code: WUI Hint: Note that OSS note 1467488 has been implemented in the training system. It is also possible to start the CRM WebClient UI from SAP GUI via transaction code WUI_SSO. User name and password from SAP GUI session are transferred and the default browser language is used.

3.

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI passing on special parameters. Continued on next page

2009

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

CR100

Choose BSP Application CRM_UI_START, Description WebClient UI and Start Page default.htm. 4.

Use the user name that you used earlier to log on to the CRM WebClient UI and choose the Sales Professional business role.

For internal use by CSC only

Task 2: Personalize some of the relevant settings for the WebClient UI. 1.

Personalize the Layout of the CRM WebClient UI. Choose the Signature Design skin.

2.

Personalize the Create entries in the navigation bar by removing the entries E-Mail, Lead and Opportunity.

3.

Explore the other personalization options. Hint: With EhP1 for SAP CRM 7.0 it is possible to show keys in dropdown lists. Therefore choose Personalize Settings. Enable the option to preview new messages above the message bar.

For internal use by CSC only

Hint: This course provides the option of selecting other business roles (“sneak previews”). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions.

Task 3: Familiarize yourself with the WebClient UI Account Management application. This task focuses on the methods for using and personalizing a WebClient UI application rather than the actual content of the application. 1.

Search for the account with the last name ##Megastore.

2.

Optional: Personalize the result list to optimize the display. Hint: Observe the option to create multiple table views, a feature which is available with EhP1 for SAP CRM 7.0.

3.

Optional: Save your search with the name AC_##Mega.

4.

Display the details of the account that was found and change the e-mail address to CRM-##[email protected].

5.

Personalize the information that is displayed for an account. Continued on next page

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CR100

Lesson: SAP CRM WebClient User Interface

Move the following entries from the Available Assignment Blocks area to the Displayed Assignment Blocks area: Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center.

Task 4: For internal use by CSC only

1. Unit

Type of Data

Number/Value

Remark

Account Management

Sold-to party

Account Management

Contact

Organizational Model

Organizational unit ID

Organizational Model Product Master

Determination rule Product

Product Master

General item category group

Transaction Processing

Quotation (sales/service transaction]



Transaction Processing

Quotation (sales/service transaction]



Transaction Processing

Order [sales/service confirmation]

O

For internal use by CSC only

In the various exercises of this course, data is created which you will use later on. You can use this sheet to make a separate note of the data in the exercises that is indicated by [→Data sheet].

Continued on next page

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

CR100

For internal use by CSC only

For internal use by CSC only

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CR100

Lesson: SAP CRM WebClient User Interface

Solution 2: Logon and Personalization Task 1: Log on to the CRM system. 1.

Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password.

For internal use by CSC only

a)

Choose the menu (not the Easy Access menu) Favorites → Insert Transaction. Transaction code: SPRO. Choose Continue (ENTER).

2.

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Insert transaction. Use this entry to call the CRM WebClient UI. Transaction code: WUI Hint: Note that OSS note 1467488 has been implemented in the training system. It is also possible to start the CRM WebClient UI from SAP GUI via transaction code WUI_SSO. User name and password from SAP GUI session are transferred and the default browser language is used. a)

For internal use by CSC only

Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu as we will be using it frequently during this course.

Choose the menu Favorites → Insert transaction Transaction code: WUI Choose Continue (ENTER).

3.

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI passing on special parameters.

Continued on next page

2009

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

CR100

Choose BSP Application CRM_UI_START, Description WebClient UI and Start Page default.htm. a)

Choose the menu Favorites → Add other objects Choose URL type BSP Application and enter the following: BSP Applicat.: CRM_UI_START Description: CRM WebClient

For internal use by CSC only

Parameter: sap-system-login-basic_auth = X Parameter sap-language = EN (or other language keys) Choose Continue (ENTER). 4.

Use the user name that you used earlier to log on to the CRM WebClient UI and choose the Sales Professional business role. Hint: This course provides the option of selecting other business roles (“sneak previews”). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions. a)

Double-click Start CRM WebClient in your favorites. Enter the relevant data (user/password/language). Choose Sales Professional in the selection screen that is displayed.

For internal use by CSC only

Start Page: default.htm

Note: This course provides the option of selecting other business roles (“sneak previews”). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions.

Continued on next page

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CR100

Lesson: SAP CRM WebClient User Interface

Task 2: Personalize some of the relevant settings for the WebClient UI. 1.

Personalize the Layout of the CRM WebClient UI. Choose the Signature Design skin. a)

After logging on to the WebClient UI, choose Personalize. Choose Personalize Layout

For internal use by CSC only

Hint: In customizing it is possible to define a default skin for many/all users working with the CRM WebClient UI. Therefore an appropriate Technical Profile has to be prepared in the system. Choose Save. 2.

Personalize the Create entries in the navigation bar by removing the entries E-Mail, Lead and Opportunity. a)

After logging on to the WebClient UI, choose Personalize. Choose Personalize Navigation Bar. Select E-Mail, Lead and Opportunity then move these entries from Displayed Links to Available Links.

For internal use by CSC only

Skin: Signature Design

Hint: You can also personalize the appearance of the Recent Items area. Choose Save. 3.

Explore the other personalization options. Hint: With EhP1 for SAP CRM 7.0 it is possible to show keys in dropdown lists. Therefore choose Personalize Settings.

Continued on next page

2009

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

CR100

Enable the option to preview new messages above the message bar. a)

You can, for example, change your personal data (Personalize My Data) and define shortcut keys. Choose Personalize Settings. In the Messages section flag Preview of new messages above message bar.

For internal use by CSC only

Task 3: Familiarize yourself with the WebClient UI Account Management application. This task focuses on the methods for using and personalizing a WebClient UI application rather than the actual content of the application. 1.

Search for the account with the last name ##Megastore. a)

Choose Account Management. Choose Search → Accounts Name 1/ Last Name: ##Megastore Choose Search (ENTER).

2.

Optional: Personalize the result list to optimize the display. Hint: Observe the option to create multiple table views, a feature which is available with EhP1 for SAP CRM 7.0. a)

3.

For internal use by CSC only

Choose Save.

You can call the personalization function for the result list by choosing the appropriate icon. Optionally you can sort, filter, resize or drag & drop table columns.

Optional: Save your search with the name AC_##Mega. a)

Choose Save Search As: AC_##Mega. Choose Save. The saved search is now displayed in the Saved Searches dropdown listbox and the Homepage under My Saved Searches.

Continued on next page

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CR100

Lesson: SAP CRM WebClient User Interface

4.

Display the details of the account that was found and change the e-mail address to CRM-##[email protected]. a)

Choose the hyperlink Name in the result list to go to the details of the corporate account ##Megastore. In Account Details choose Edit.

Enter CRM-##[email protected]. Choose Save. 5.

Personalize the information that is displayed for an account. Move the following entries from the Available Assignment Blocks area to the Displayed Assignment Blocks area: Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center. a)

Choose the Personalization function for the overview page (pencil icon). Select Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center then move these from the Available Assignment Blocks area to the Displayed Assignment Blocks area.

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For internal use by CSC only

The e-mail field is in the Main Address and Communication Data area.

Hint: You also can change the order and load options for the displayed assignment blocks. Choose Save.

Task 4: In the various exercises of this course, data is created which you will use later on. You can use this sheet to make a separate note of the data in the exercises that is indicated by [→Data sheet]. 1. Unit

Type of Data

Account Management

Sold-to party

Account Management

Contact

Number/Value

Remark

Continued on next page

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Organizational Model

Organizational unit ID

Organizational Model Product Master

Determination rule Product

Product Master

General item category group

Transaction Processing

Quotation (sales/service transaction]



Transaction Processing

Quotation (sales/service transaction]



Transaction Processing

Order [sales/service confirmation]

a)

22

CR100

O

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Unit 1: EhP1 for SAP CRM 7.0 – Overview

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CR100

Lesson: SAP CRM WebClient User Interface

Lesson Summary You should now be able to: • Navigate in the CRM WebClient UI • Know of CRM WebClient UI personalization options • Understand who will access the CRM system via SAP GUI • Explain the concept of Customizing. For internal use by CSC only

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Unit Summary

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Unit Summary

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You should now be able to: • Describe the SAP CRM application • Describe the various components of the SAP CRM architecture • Define CRM Middleware • Navigate in the CRM WebClient UI • Know of CRM WebClient UI personalization options • Understand who will access the CRM system via SAP GUI • Explain the concept of Customizing.

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Unit 2 Unit Overview This unit gives an overview of the CRM Account application and related features and functions.

Unit Objectives After completing this unit, you will be able to: • • • • • • •

Explain the concept of Account Management Explain the concept of the SAP Business Partner Describe relationships between accounts Describe some additional account functions Describe marketing attributes, account classification and the account life cycle Describe account hierarchies Explain the data exchange for business partners

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For internal use by CSC only

Account Management

Unit Contents Lesson: Overview of Accounts and Business Partners..................... 26 Exercise 3: Account Maintenance......................................... 37 Exercise 4: Optional Exercise: Customizing of Address Types ....... 45 Lesson: Account Classification Options and Account Hierarchies ........ 49 Lesson: Data Exchange with the SAP ERP System ........................ 58 Exercise 5: Optional Exercise: Business Partner Templates for Sales Area Data ..................................................................... 63

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Unit 2: Account Management

CR100

Lesson: Overview of Accounts and Business Partners Lesson Overview This lesson provides an overview of account management and the business partner concept.

After completing this lesson, you will be able to: • • • •

Explain the concept of Account Management Explain the concept of the SAP Business Partner Describe relationships between accounts Describe some additional account functions

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

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Lesson Objectives

Figure 9: Business Partners in the Application

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CR100

Lesson: Overview of Accounts and Business Partners

Business partners are any parties in which your company has a business interest. You can create and manage your business partners centrally for different business transactions, and reflect the different roles they play, such as sold-to party and ship-to party. A business partner can be any of the following:

• •

Accounts: An account is a company, individual, or group with which you have a business relationship. An account can be, for example, a customer, prospect, vendor, or competitor. Accounts are subdivided into Corporate Accounts (companies or organizations), Individual Accounts (private individuals) and Groups (any groupings such as households). Contacts: A contact is a person with whom you have a business relationship, and is mostly assigned to a corporate account. Employees: An employee is a member of your company, and involved in the interactions between your company and customers, prospects, vendors, and other parties.

During business partner creation, the number assignment is determined by a grouping.. When creating a business partner, internal number assignment is the default. If you want to use external number assignment instead, choose the relevant grouping and enter the external number. You can define standard groupings in Customizing. This means that a grouping is automatically selected when you create a business partner without entering a business partner number or grouping (during internal number assignment), or when you enter a partner number but not a grouping (during external number assignment).

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•

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

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Figure 10: SAP Business Partner

Business partner is the generic term used to refer to the parties involved in your interactions with customers. This term is used primarily in technical documentation and does not generally appear on the WebClient UI. A business partner role is used to classify a business partner in business terms. The roles you assign to a business partner reflect the functions it has and the business transactions in which it is likely to be involved. A business partner role is used for classification purposes during data exchange with SAP ERP.

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Unit 2: Account Management

The SAP Business Partner allows standardized maintenance of business partners across components. Application-neutral data such as name, address, bank details, and payment cards, is mapped. The particular requirements for mapping organizations, groups and persons are taken into consideration. The business partner model in the CRM system differs from that of the SAP ERP back-end system (customer master). The business partner role (for example, contact, sold-to party or supplier) classifies the business partner according to their business function. The roles that are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved. A business partner relationship forms the business-relevant connection between two business partners.

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Lesson: Overview of Accounts and Business Partners

Figure 11: Business Partner Categories

The classification of a business partner as a natural Person (for example, a private person), group or organization (legal person or part of a legal person, for example, department) is called the business partner category. The above mentioned business partner categories are delivered with SAP CRM. Additional categories cannot be defined. A Group specifies a shared living arrangement, a married couple, or an executive board.

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CR100

The Organization represents units such as a company, a department of a company, a club, or an association. In addition to a legal person, parts of a legal person can be mapped as a business partner. Organization is an umbrella term for mapping every kind of situation in the day-to-day business activities. Therefore, a branch or purchasing department, for example, represents just parts of a legal person. The business partner category cannot be changed after a business partner has been created.

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Figure 12: Business Partner Roles

The business partner role classifies the business partner according to business function. The roles that are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved. You can assign more than one business partner role to a business partner. General information such as name, address, and bank details, only has to be entered once. All applications or industry business solutions using the SAP Business Partner function provide special business partner roles.

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For internal use by CSC only

Unit 2: Account Management

In customizing one can define customer-specific business partner roles. Therefore choose SAP Customizing Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Business Partner Roles → Define BP Roles A business partner role is assigned to a business partner role category. Depending on the business partner role category, data distribution to SAP ERP is triggered. Refer to OSS note 1257009 if role-dependent field modification (mandatory fields per business partner role) is needed in your system.

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Lesson: Overview of Accounts and Business Partners

Figure 13: SAP Business Partner: Relationships

A business partner relationship forms a business-relevant connection between two business partners. Business partner relationship categories describe the business-relevant relationship between business partners. To show that two business partners have a particular relationship to one another, we assign them a relationship category. By entering a start and end date, a business partner relationship can be given a time limit. So, for example, you can get an overview of the periods during which a particular company operated as a shareholder of an organization.

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CR100

You can use the Business Data Toolset (BDT) to assign additional relationship categories. To do this, use the BP relationships task menu which is called in the SAPGUI using transaction BUMR. The relationship category describes the properties of a relationship and characterizes it with attributes. There is a difference between a one-way business partner relationship category and a two-way business partner relationship category. In a one-way relationship category, the relationship extends from one partner to another, but not vice versa (for example, “is employee of”). An example of an two-way relationship is “is married to.” With the business partner relationship category, you determine whether only one relationship of this category can be created (for example, “is married to”) or whether several relationships of this category can be created at the same time (for example, “is contact person of”).

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Unit 2: Account Management

CR100

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

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For internal use by CSC only

You can maintain addresses in several parallel versions. This means that you can save addresses in the system that have different international display formats (for example, kanji and Latin letters).

Figure 14: Business Partner Relationship Category (Example)

You create a contact person relationship with the relationship category “has contact person” between a business partner having the BP category Organization, and a business partner having the BP category Person. With SAP CRM 7.0 it is possible to have a time-dependant contact person relationship. Therefore you have to activate this feature in customizing. Choose SAP Customizing Implementation Guide → Cross-Application Components → SAP Business Partner → Activation Switch for Functions . Activate Development CRM_BUT050.

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Lesson: Overview of Accounts and Business Partners

Figure 15: Business Partner: Address Management

SAP Business Address Services (BAS) is used for maintaining BP address data. You can maintain as many addresses as you like for each business partner. One address for each business partner is always flagged as the standard address. You can define address usages by assigning the different addresses to the relevant business processes. The postal code, the city and the street can be validated by performing a check against the SAP regional structure. You can also use external software to validate postal data, check for duplicates, and error-tolerant searches. (For more information, see SAP Note 176559.) The following are examples of possible checks: •

•

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CR100

Checking postal codes, cities and streets, and combinations of these for consistency. During the check, missing elements are added. For example, if you enter only the city, the postal code is added. When you create and change a business partner, existing BPs that are phonetically similar are displayed for comparison purposes. This prevents you from creating the same partner more than once.

You define the activities and address types you need, and specify whether several addresses can be assigned to an address type in Customizing for Cross-Application Components, by choosing SAP Customizing Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination. The worldwide use of SAP software requires the use of many different fonts. International address versions are an attribute of Business Address Services that enable addresses to be printed in different fonts depending on the country. In

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Unit 2: Account Management

CR100

Figure 16: Additional Functions

Templates can be used to maintain Sales Area data. The following sales-area-dependent data sets reference templates, which can then be assigned in business partner maintenance: • • • •

34

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For internal use by CSC only

this context, “different fonts” does not refer to country-specific features within a character set, such as umlauts in German and accents in French, but rather fonts that consist of their own character sets, e.g. Chinese, Japanese or Korean.

Sales data Shipping data Billing data Blocking reasons

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CR100

Lesson: Overview of Accounts and Business Partners

When working with templates in business partner maintenance: •

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•

In the first step, you define the required mini-template and enter the corresponding data. These mini-templates are independent of the sales area and cannot be used for the assignment of sales area dependent data. In the second step, you combine the sales area dependent mini-templates (without data) with the sales area independent mini-templates (with data). IMG path: SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Templates Buying Center • • •

Identifies the people involved with the business decision and the degree of their influence Depicts the relationship set of the people involved in the sales process Used to enter the descriptive attributes of each person such as their opinion on their solution or their personal value selling

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•

The attributes of the data sets are displayed as defined in the template and cannot be changed (display mode). A text shown below the Own Data button specifies the origin of the data, indicating whether it is derived from a template assigned to the business partner, or if it is the business partner’s own data. Click Information to display technical data on the template, such as its technical name, type, and the read method By clicking Own Data, you can copy the data from the template to the data set. You can now overwrite the template data with your own data and save it. Any changes made subsequently to the template are therefore no longer reflected in the business partner. You can switch back to the referenced data by clicking Delete Own Data. Your own data has now been deleted and the template data is once again displayed.

You can create several buying centers for a business partner. These then form the basis for creating the corresponding data in an opportunity. However, a buying center in the opportunity can be saved as an account buying center. Account Fact Sheet The fact sheet provides you with an immediate and condensed overview of information about business partners taken from several sources such as business partner master data, statistical and transaction data, derived from SAP CRM, SAP ERP, and SAP NetWeaver BI. It enables you to see quickly and easily the most important details about your key customers. The UI component for the fact sheet is BSP_DLC_FS. Customers can adjust the layout and content of the fact sheet by creating a specific UI configuration of the view factsheet.

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Unit 2: Account Management

CR100

Quick Create: Hint: With EhP1 for SAP CRM 7.0 it is possible to create a missing account from any object the account should be related to e.g. Activity or Opportunity without leaving the context of the current object. Only some basic data like Address- and Communication-Data is mandatory.

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For internal use by CSC only

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CR100

Lesson: Overview of Accounts and Business Partners

Exercise 3: Account Maintenance Exercise Objectives

Business Example You want to maintain business partners and business partner relationships (contacts) for your trade fair business. You familiarize yourself with the basic properties of CRM business partners. You also analyze the integration with your ERP system and investigate the data exchange between SAP CRM and SAP ERP.

Task: One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly. 1.

Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system. Hint: Business Role: Sales Professional

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For internal use by CSC only

After completing this exercise, you will be able to: • Maintain accounts in the application • Explain the concept of business partners in the SAP CRM system

Enter the following information in the appropriate fields: (## corresponds to your group number). Account Details Name 1

##Stockmann

Street/House Number

Rue ##

Postal Code

750##

City

Paris

Country

France (Use Input Help)

Language

French Use Input Help)

Transport Zone

Central France (Use Input Help)

Choose ENTER to confirm the data. 2.

Assign the role of Sold-To Party to your account. Continued on next page

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Unit 2: Account Management

3.

CR100

Maintain the Sales Area Data in the relevant assignment block. Using the Input Help select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank.

5.

6.

Enter shipping information. Shipping

Own data (checkbox)

Incoterms 1

Free house (Use Input help)

Delivery Priority

High

Shipping Conditions

Standard

Enter billing information. Billing

Own data (checkbox)

Customer Pricing Procedure

Standard

Currency

EUR (Euro)

Terms of Payment

Pay immediately w/o deduction

Customer Price Group

New customers

Price List Type

Retail

Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL. Save the account and note the number:

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For internal use by CSC only

4.

__________________________→ Data Sheet 7.

Check whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this. Note: The SAP GUI has an administration transaction which can also be used to monitor the business partner data exchange: SAP Menu → Master Data → Business Partner → Administration → Monitoring BP Data Exchange

8.

Optional: Log on to the SAP ERP system and display the customer ##Stockmann. SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Display → Sales and Distribution (transaction VD03)

Continued on next page

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CR100

Lesson: Overview of Accounts and Business Partners

9.

##Stockmann has informed you that they have an additional address for the goods receipt. Enter the following additional address in the CRM system.

Street/House Number

Rue ##A

Postal Code

750##

City

Paris

Country

FR

Address Type

Goods receipt (Select this address type from the dropdown list.)

Go back and save your data. Hint: This new address will not be transferred into the ERP customers master! 10. Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact. Add Michael ##Contact in account maintenance as a Contact.

Title

Mr.

First Name

Michael

Last Name

##Contact

Language

French

Function

Buyer

Department

Purchasing

For internal use by CSC only

For internal use by CSC only

Address

Go back and save your entries. You can see the number of the contact if you choose the Edit action. to call the contact details again. Contact ID__________________________ → Data Sheet 11. Has the contact person relationship also been created in the ERP system? Display the customer master.

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Unit 2: Account Management

CR100

Solution 3: Account Maintenance Task: One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly. Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system. Hint: Business Role: Sales Professional Enter the following information in the appropriate fields: (## corresponds to your group number). Account Details Name 1

##Stockmann

Street/House Number

Rue ##

Postal Code

750##

City

Paris

Country

France (Use Input Help)

Language

French Use Input Help)

Transport Zone

Central France (Use Input Help)

For internal use by CSC only

For internal use by CSC only

1.

Choose ENTER to confirm the data. a)

Choose Account Management. Choose Create → Corporate Account. Insert the data above and choose Enter.

2.

Assign the role of Sold-To Party to your account. a)

Choose assignment block Roles. Role: Sold-To Party

3.

Maintain the Sales Area Data in the relevant assignment block.

Continued on next page

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CR100

Lesson: Overview of Accounts and Business Partners

Using the Input Help select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank. a)

Choose the assignment block Sales Area Data. Choose New. Sales Org. ID: Use the input help.

For internal use by CSC only

4.

Enter shipping information. Shipping

Own data (checkbox)

Incoterms 1

Free house (Use Input help)

Delivery Priority

High

Shipping Conditions

Standard

a) 5.

For internal use by CSC only

In the list of available sales areas, choose: IDES CRM Training Company; Final customer sales

Enter the data given in the exercise.

Enter billing information. Billing

Own data (checkbox)

Customer Pricing Procedure

Standard

Currency

EUR (Euro)

Terms of Payment

Pay immediately w/o deduction

Customer Price Group

New customers

Price List Type

Retail

a)

Enter the data given in the exercise. Choose Back.

6.

Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL. Save the account and note the number:

Continued on next page

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Unit 2: Account Management

CR100

__________________________→ Data Sheet a)

Choose the assignment block Tax Classification. Choose Edit List. Country ID: FR (use Input help) Tax Type ID: MWST

Choose Save. 7.

Check whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this. Note: The SAP GUI has an administration transaction which can also be used to monitor the business partner data exchange: SAP Menu → Master Data → Business Partner → Administration → Monitoring BP Data Exchange a)

Choose Account Management. Choose Search → Accounts. Search for the account you just created called ##Stockmann. Open the Identification Numbers assignment block. If the data has been transferred successfully to the connected ERP ssystem, an R/3 Customer Number entry is displayed.

8.

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For internal use by CSC only

Tax Group ID: FULL

Optional: Log on to the SAP ERP system and display the customer ##Stockmann. SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Display → Sales and Distribution (transaction VD03) a)

Customer: Choose Customer's sales areas.... At least one row should be displayed. Double-click this line and choose Continue (

9.

).

##Stockmann has informed you that they have an additional address for the goods receipt. Enter the following additional address in the CRM system.

Continued on next page

42

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CR100

Lesson: Overview of Accounts and Business Partners

Street/House Number

Rue ##A

Postal Code

750##

City

Paris

Country

FR

Address Type

Goods receipt (Select this address type from the dropdown list.)

Go back and save your data. Hint: This new address will not be transferred into the ERP customers master! a)

Choose the Addresses assignment block and choose New. Enter the data given in the exercise. Choose Back. Choose Save.

10. Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact. Add Michael ##Contact in account maintenance as a Contact.

Title

Mr.

First Name

Michael

Last Name

##Contact

Language

French

Function

Buyer

Department

Purchasing

For internal use by CSC only

For internal use by CSC only

Address

Go back and save your entries. You can see the number of the contact if you choose the Edit action. to call the contact details again.

Continued on next page

2009

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Unit 2: Account Management

CR100

Contact ID__________________________ → Data Sheet a)

In the assignment block Contacts choose New. Enter the data given in the exercise. Choose Back. Choose Save.

For internal use by CSC only

a)

Yes, the CRM contact has been created in the ERP system, but it has a different account number. SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Display → Sales and Distribution (transaction VD03) Customer: Choose Continue In General Data, the contact that you just created in CRM should be displayed on the Contact Person tab page.

44

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11. Has the contact person relationship also been created in the ERP system? Display the customer master.

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Lesson: Overview of Accounts and Business Partners

Exercise 4: Optional Exercise: Customizing of Address Types Exercise Objectives

Business Example You want to create and use additional addresses as well as the standard address for the accounts in the CRM system. You can assign address types to these addresses. These address types can be used so that different addresses can be determined in the business transactions.

Task: You want to set up another address type to use in the account application. You will use this new address type later on in the course to determine a specific address in your business transactions.

2009

1.

In Address Determination customizing create the new transaction ZZ## with the description ##Payer.

2.

Create the new address type ZZ## with the short description ##Payer in Customizing for address determination.

3.

In Customizing, assign transaction ZZ## to address type ZZ##.

4.

Test your settings in the application and add another address to the account. Assign the new address type to this address.

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For internal use by CSC only

For internal use by CSC only

After completing this exercise, you will be able to: • Set up a new address type in Customizing and use it in the account application

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Unit 2: Account Management

CR100

Solution 4: Optional Exercise: Customizing of Address Types Task:

1.

In Address Determination customizing create the new transaction ZZ## with the description ##Payer. a)

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Define Transactions Choose New Entries. Business Transaction: ZZ## Description: ##Payer Choose Save.

2.

Create the new address type ZZ## with the short description ##Payer in Customizing for address determination. a)

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For internal use by CSC only

You want to set up another address type to use in the account application. You will use this new address type later on in the course to determine a specific address in your business transactions.

SAP Customizing Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Define Address Types Choose New Entries. Address Type: ZZ## Short name: ##Payer Name: ##Payer address Several uses: Leave blank Choose Save.

Continued on next page

46

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Lesson: Overview of Accounts and Business Partners

3.

In Customizing, assign transaction ZZ## to address type ZZ##. a)

SAP Customizing Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Assign Transaction to Address Type Choose New Entries.

Address Type: ZZ## Choose Save. 4.

Test your settings in the application and add another address to the account. Assign the new address type to this address. a)

Search for and open your account ##Stockmann. Choose the Addresses assignment block and choose New. Address Street/House Number

Rue ##B

Postal Code

750##

City

Paris

Country

FR

Address Type

ZZ##

For internal use by CSC only

For internal use by CSC only

Business Transaction: ZZ##

Choose Back. Choose Save.

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Unit 2: Account Management

CR100

Lesson Summary You should now be able to: • Explain the concept of Account Management • Explain the concept of the SAP Business Partner • Describe relationships between accounts • Describe some additional account functions For internal use by CSC only

For internal use by CSC only

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Lesson: Account Classification Options and Account Hierarchies

Lesson: Account Classification Options and Account Hierarchies Lesson Overview For internal use by CSC only

For internal use by CSC only

This lesson gives an overview of options to “classify” an account.

Lesson Objectives After completing this lesson, you will be able to: • •

Describe marketing attributes, account classification and the account life cycle Describe account hierarchies

Business Example Your enterprise wants to classify accounts and trace the account life cycle.

Figure 17: Marketing Attributes

Marketing Attributes are used as criteria for differentiating between business partners. They can be used to perform individually tailored marketing activities.

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In the Segment Builder, you model marketing profiles by combining attributes into attribute lists. Some of these attributes may be those that you create in the CRM Marketing transaction (below) others may derive from SAP BI or from business partner master data.

Attribute sets are used in applications such as CRM Web Channel and CRM Telesales. In CRM Web Channel, they record marketing attributes for business partners visiting Web shops, enabling the business partner to be assigned to a marketing profile. In Telesales, they can be used to profile telesales agents.

For internal use by CSC only

For internal use by CSC only

Attribute sets are used to group together attributes created specifically within CRM Marketing for marketing purposes. Each attribute set therefore contains the attributes belonging to a business partner that are relevant for the marketing purpose.

Figure 18: Account classification - Structure

You can use account classification to classify your accounts according to any criteria. This is particularly useful for large enterprises who may want to classify different business areas according to different criteria. Account Classification is available as an assignment block on the Account page and is a search criterion in the search function. The account classification data supplements the normal account data. The roles in this assignment block are different from those in the Roles assignment block and the rating is separate from the overall rating of the account. The required criteria can be combined in any way. Each classification category can consist of up to five criteria and as many attributes as you wish. Integration is provided with SAP NetWeaver BI and enables reporting to be performed based on the account classification.

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Lesson: Account Classification Options and Account Hierarchies

Figure 19: Customizing the Account Classification

SAP provides classification categories for accounts as well as some predefined criteria. You can assign up to five criteria and any number of attributes to each classification category. Once a combination of criteria and attributes is assigned to the data it cannot be changed. It is possible to define your own classification categories. For further information about extending the account classification, see the relevant IMG documentation or SAP Note 1045146.

For internal use by CSC only

For internal use by CSC only

CR100

Customizing path: SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Define Account Classification.

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Figure 20: Account Life Cycle

A life cycle stage enables you to record the different stages of a business partner as it progresses through its life cycle, with each stage representing a different view at a particular point in time. For example, a business partner might start off as a potential, move on to an intermediate stage as a prospect, before finally becoming a customer A life cycle stage is technically a business partner role. The assignment of stages to a life cycle is defined using the functionality provided by role exclusion groups. A life cycle therefore corresponds to a role exclusion group. These contain a range of roles that are mutually exclusive.

For internal use by CSC only

For internal use by CSC only

Unit 2: Account Management

This means that only one business partner role in an exclusion group can be assigned to a business partner at any one time. This ensures that the assignment of roles from a role exclusion group to a business partner is unambiguous. Assigning a role which belongs to a role exclusion group is therefore the same as assigning a unique status. To enable a sequence of statuses, you can define transitions between the roles contained in a role exclusion group, thus defining the order in which the life cycle stages occur. In this way you can prevent a business partner from omitting a stage or returning to a previous stage. The account life cycle is delivered as a hidden function and must be activated in the UI configuration tool.

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Lesson: Account Classification Options and Account Hierarchies

Figure 21: Effects of the Account Life Cycle

The settings for the account life cycle are in Customizing: SAP Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Business Partner Roles → Define BP Role Exclusion Groups •

You can define views for each life cycle stage. This means that you can specify which fields are displayed in the header of each phase and which type of fields are involved (editable, read-only or required entry fields). These settings are made in Customizing for Customer Relationship Management under Master Data → Business Partner → Accounts and Contacts → Business Add-Ins.

For internal use by CSC only

For internal use by CSC only

CR100

Use the BAdI: Configuration of Views activity to make field modifications. Use the BAdI: Configuration of Assignments activity to add and remove assignment blocks. Use the BAdI: Setting of Attribute Defaults activity to assign default values to fields at account header level. For more information about using the account life cycle, see SAP Note 1097651.

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Figure 22: Account Life Cycle: Stages and Sequences

Definition of life cycles, stages and sequences You can specify which start stages are set when a business partner is created and which follow-on life cycle stages are permitted. You can make these settings in Customizing under Cross-Application Components followed by Business Partner → Basic Settings → Business Partner Roles → Define BP Role Exclusion Groups. A business partner role exclusion group specifies which roles cannot be assigned to a business partner simultaneously. You must define a role exclusion group for the account life cycle. You assign the relevant roles to the exclusion group. These are the life cycle stages.

For internal use by CSC only

For internal use by CSC only

Unit 2: Account Management

You define a bridge between the roles and you determine a permitted sequence of life cycle stages. You can therefore prevent a business partner returning to an earlier stage.

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Lesson: Account Classification Options and Account Hierarchies

Figure 23: Account hierarchies

The account hierarchy allows you to map complex organizational structures of a business partner (for example, buying group, co-operative or chain of retail outlets). In contrast to the customer hierarchy in SAP ERP, the nodes cannot be equated with the business partners themselves; rather the business partners are assigned to the nodes. You can assign as many business partners as you like to a hierarchy node. Group hierarchies originally maintained in SAP CRM cannot be transferred to the ERP system.

For internal use by CSC only

For internal use by CSC only

CR100

Customer hierarchies from the SAP ERP system can be loaded into SAP CRM, but the changes that can be made to them there are restricted. You can process hierarchies from the ERP system by assigning business partners to the nodes. These business partners are only used in processes in SAP CRM. This data is not transferred to the ERP system. There are three prerequisites for transferring a customer hierarchy from the ERP back end: • • •

Initial data transfer: object DNL_CUST_THIT The SAP ERP customer hierarchy types must be mapped to the CRM business partner group hierarchy types. The SAP ECC R/3 table KNVH (customer hierarchies) must be downloaded into SAP CRM. Initial data transfer: object DNL_BUPA_KNVH.

If this download is active, pricing account hierarchies cannot be created in SAP CRM.

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Unit 2: Account Management

CR100

Figure 24: Hierarchy Categories

You can create account hierarchies in different categories such as the “pricing” or “statistics” category.

For internal use by CSC only

For internal use by CSC only

Once the creation of the account hierarchy has been successfully completed, the system activates continuous data exchange (delta load) between SAP ERP and SAP CRM for each ERP customer hierarchy type which has been assigned to a CRM account hierarchy category in Customizing.

An account can be assigned several hierarchies from different categories. The account hierarchy is sales area-independent, including its different hierarchy levels and nodes. In an account hierarchy of the “pricing” category, you can store sales area-independent data at each hierarchy level. The account hierarchy allows you to group accounts in a multilevel group hierarchy. A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from account to hierarchy node. Hierarchy nodes and the dependent objects can be moved within the hierarchy. Hierarchy nodes and the dependent objects can be moved from hierarchy to hierarchy or copied.

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Lesson: Account Classification Options and Account Hierarchies

Lesson Summary You should now be able to: • Describe marketing attributes, account classification and the account life cycle • Describe account hierarchies

For internal use by CSC only

For internal use by CSC only

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Unit 2: Account Management

CR100

Lesson: Data Exchange with the SAP ERP System Lesson Overview

Lesson Objectives After completing this lesson, you will be able to: •

Explain the data exchange for business partners

Business Example Your organization wants to enable data exchange between SAP CRM and the ERP backend SAP ECC.

For internal use by CSC only

For internal use by CSC only

This lesson describes how CRM business partner data is exchanged with SAP ERP customer master data.

Figure 25: Transferring Business Partner Master Data into the System

Business Partner data is used in many business transactions. The system proposes business partner master data in the appropriate fields when, for example, you create a sales order in SAP CRM. Internet self-registration: Consumers can use this function in the CRM Web Channel to register themselves. A business partner is created automatically in the SAP CRM system. In this scenario a reference business partner is required.

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Lesson: Data Exchange with the SAP ERP System

This can be defined via IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Basic Settings → Maintain Reference Business Partner for Consumers CRM mobile client (laptop): A sales representative can use the field application function to create or change business partner data (such as the contact). The data is transferred when the sales representative synchronizes the local data on their laptop with the SAP CRM system. For internal use by CSC only

Processing business partners in SAP CRM: Users can create or change business partners directly in the SAP CRM system. SAP NetWeaver BI (leads): This allows you to import lists into SAP NetWeaver BI which you can then transfer to the CRM system using the Segment Builder. External List Management: When this scenario is used, addresses obtained from address providers must be deleted from the system when a certain number of contacts is reached or when no positive reaction is elicited from the business partner after a certain period of time.

For internal use by CSC only

SAP CRM Interaction Center: An agent can use the Interaction Center WebClient to create or change account or contact information.

Figure 26: ERP Customer Master

The customer master groups data into categories: general data, sales area data, and company code data. General data is relevant for sales and distribution and for accounting. It is stored centrally (client-specific) to avoid data redundancy. It is valid for all organizational units within a client.

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Unit 2: Account Management

CR100

Sales area data is relevant for sales and distribution. It is valid for the respective sales area (sales organization, distribution channel, and division). Company code data is relevant for accounting. It is valid for the respective company code. The customer master includes all data necessary for processing orders, deliveries, invoices, and customer payments.

For internal use by CSC only

By changing the Customizing settings, you can hide certain fields on a tab page or make them required entry fields. One way to change customer master data is to use menu SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Change → Complete (transaction XD02)

For internal use by CSC only

To maintain the customer master data relevant for sales and distribution and accounting, data fields are grouped on different tab pages. The general data is maintained independently of the organizational units.

Figure 27: SAP ERP Customer vs. SAP CRM Business Partner

SAP EPR and SAP CRM have different data models: the business partner concept in SAP CRM is more flexible than the customer master in SAP ERP. The SAP ERP and SAP CRM system also have different concepts for the number range assignment: the data display and the data usage. SAP ERP and SAP CRM also have two different concepts for the use of business partners in business processes (for example, in a quotation). In the SAP ERP system you can only use a customer with the correct account group (for example, sold-to party). In SAP CRM you can use any business partner for a specific

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CR100

Lesson: Data Exchange with the SAP ERP System

purpose, regardless of their role. However, the necessary data must be maintained beforehand (for example, a business partner can only be used as a sold-to party when pricing data is maintained).

Figure 28: Mapping of Classifications and Account Groups

A mapping exists between business partners in SAP CRM and customers in SAP ERP (in both directions). You can display and configure this mapping using transaction PIDE in the ERP system.

For internal use by CSC only

For internal use by CSC only

In SAP ERP systems account groups are defined in Customizing. Choose SAP Customizing Implementation Guide → Logistics - General → Business Partner → Customers → Control → Define Account Groups and Field Selection for Customers

You should create your own account group for the data transfer from SAP CRM to SAP ERP. You cannot define your own classifications. The Classification and Account Group fields arenot displayed in the standard CRM WebClient UI. Those are hidden fields which can be displayed using a different UI configuration of the AccountDetails view. The fields are part of context node Marketing. The classification is derived from the role category (via coding). Each business partner role is assigned a business partner role category. Therefore see IMG activity SAP Customizing Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Business Partner Roles → Define BP Roles In SAP CRM, the role categories Sold-to Party, Ship-to Party, Bill-to Party and Payer are assigned to the classification Customer. This classification then is assigned to exactly one account group (PIDE).

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Unit 2: Account Management

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Figure 29: Transaction PIDE in SAP ERP

Via transaction code /npide in SAP ERP systems, the mapping of Classifications to Account Groups and vice versa can be maintained. For detailed information on how to set up the data exchange for business partners see the Online Help Best Practice Documentation (Building Block C03: CRM Master and Transaction Data Replication)

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For internal use by CSC only

For internal use by CSC only

You can make system settings so that business partner data (such as customers) have the same numbers in both systems.

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Lesson: Data Exchange with the SAP ERP System

Exercise 5: Optional Exercise: Business Partner Templates for Sales Area Data Exercise Objectives

For internal use by CSC only

Business Example You use a large number of accounts in the CRM system and you often maintain the same sales area data. You therefore decide to create a template which contains the standardized sales area data.

Task: You want to create and use a template for the sales area data. 1.

a) Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Attributes. b) Maintain the template description ##Sales attributes. c) Add a line with the attributes Customer Group K (customer) and Incompleteness Group HTX1 (first BP group).

For internal use by CSC only

After completing this exercise, you will be able to: • Create different mini-templates • Create a new template for sales area data and assign this a mini-template • Create sales area data for an account using the new template.

Save the mini-template and do not transport it. 2.

a) Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Sales Area Assignment. b) Maintain the template description ##Sales, Sales Area. c) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; –] and assign it the mini-template ##Sales. Save the mini-template and do not transport it. Note: You can skip exercises 3 to 6. If you do skip them, your template for the sales area data will consist of “only” sales attributes. Ideally, a template should consist of sales attributes, shipping attributes and billing attributes. The procedure for creating the different mini-templates is similar. Therefore, you can also skip the following four sub-exercises.

Continued on next page

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3.

CR100

a) Create the mini-template ##Sales for the Business Partner application object and mini-template type Shipping, Attributes. b) Maintain the template description ##Shipping attributes. c) Add a line with the attributes Incoterms UN (not free), Shipping Condition 02 (standard) and IDES CRM Training Company; Final customer sales; –] Delivery Priority Normal.

4.

a) Create the mini-template ##Shipping for the Business Partner application object and mini-template type Shipping, Sales Area Assignment. b) Maintain the template description ##Sales, Sales Area. c) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Shipping. Save the mini-template and do not transport it.

5.

a) Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Attributes. b) Maintain the template description ##Billing attributes. c) Add a line with the attributes Customer Pricing Procedure 1 (Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction). Save the mini-template and do not transport it.

6.

a) Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Sales Area Assignment.

For internal use by CSC only

For internal use by CSC only

Save the mini-template and do not transport it.

b) Maintain the template description ##Billing, Sales Area. c) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Billing. Save the mini-template and do not transport it. 7.

Create the template ##Template with the description ##Template for Sales Area Data. Assign the mini-templates that you have just created to this template.

8.

Test your settings in the application as create a new account. In the Sales Area Data assignment block, choose

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New from Template.

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CR100

Lesson: Data Exchange with the SAP ERP System

Solution 5: Optional Exercise: Business Partner Templates for Sales Area Data Task: You want to create and use a template for the sales area data. a) Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Attributes. b) Maintain the template description ##Sales attributes. c) Add a line with the attributes Customer Group K (customer) and Incompleteness Group HTX1 (first BP group).

For internal use by CSC only

For internal use by CSC only

1.

Continued on next page

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Save the mini-template and do not transport it. a)

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG.

Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_SALES_ATTR Mini-Template: ##Sales Choose ENTER. b)

Maintain the template description ##Sales attributes. Choose Text

.

Template Description: ##Sales Attributes Choose Continue. c)

Add a line with the attributes Customer Group K (customer) and Incompleteness Group HTX1 (first BP group). Choose Insert Line

.

For internal use by CSC only

For internal use by CSC only

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Templates → Maintain Mini-Templates

Customer Group 3: K Incompleteness Group: HTX1 Choose Save. Choose No when the “Transport Mini–Template” dialog box is displayed. Stay in template maintenance. 2.

a) Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Sales Area Assignment. b) Maintain the template description ##Sales, Sales Area. c) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; –] and assign it the mini-template ##Sales.

Continued on next page

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Lesson: Data Exchange with the SAP ERP System

Save the mini-template and do not transport it. Note: You can skip exercises 3 to 6. If you do skip them, your template for the sales area data will consist of “only” sales attributes.

a)

Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_SALES_SA Mini-Template: ##Sales Choose ENTER.

b)

Maintain the template description ##Sales, Sales Area. Choose Text

.

Template Description: ##Sales, Sales Area Choose Continue. c)

Add a row with the sales organization [IDES CRM Training Company; Final customer sales; –] and assign it the mini-template ##Sales. Choose Insert Line Choose Insert Line

.

For internal use by CSC only

For internal use by CSC only

Ideally, a template should consist of sales attributes, shipping attributes and billing attributes. The procedure for creating the different mini-templates is similar. Therefore, you can also skip the following four sub-exercises.

again.

Use the input help to assign sales organization IDES CRM Training Company; Final customer sales; –. Choose Continue. Mini-Template: ##SALES. Choose Save. Choose No when the “Transport Mini–Template” dialog box is displayed. 3.

a) Create the mini-template ##Sales for the Business Partner application object and mini-template type Shipping, Attributes. b) Maintain the template description ##Shipping attributes.

Continued on next page

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Unit 2: Account Management

CR100

c) Add a line with the attributes Incoterms UN (not free), Shipping Condition 02 (standard) and IDES CRM Training Company; Final customer sales; –] Delivery Priority Normal. Save the mini-template and do not transport it. a)

Choose Create Template. Application Object: BUPA

For internal use by CSC only

For internal use by CSC only

Mini-Template Type: CRM_SHIPPING_ATTR Mini-Template: ##Shipping Choose ENTER. b)

Maintain the template description ##Shipping attributes. Choose Text

.

Template Description: ##Shipping Attributes Choose Continue. c)

Add a line with the attributes Incoterms UN (not free), Shipping Condition 02 (standard) and Delivery Priority Normal. Choose Insert Line

.

Incoterms (Part 1) UN (Not free) Shipping Condition: 02 (Standard) Delivery Priority: Normal Choose Save. Choose No in the “Transport Mini-Template” dialog box. Stay in template maintenance. 4.

a) Create the mini-template ##Shipping for the Business Partner application object and mini-template type Shipping, Sales Area Assignment. b) Maintain the template description ##Sales, Sales Area. c) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Shipping.

Continued on next page

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Lesson: Data Exchange with the SAP ERP System

Save the mini-template and do not transport it. a)

Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_SHIPPING_SA Mini-Template: ##Shipping

b)

Maintain the template description ##Sales, Sales Area. Choose Text

.

Template Description: ##Shipping, Sales Area Choose Continue. c)

Add a row with the sales organization [IDES CRM Training Company; Final customer sales; –] and assign it the mini-template ##Sales. Choose Insert Line Choose Insert Line

. again.

Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales; –. Choose Continue. Mini-Template: ##Shipping.

For internal use by CSC only

For internal use by CSC only

Choose ENTER.

Choose Save. Choose No in the “Transport Mini-Template” dialog box. 5.

a) Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Attributes. b) Maintain the template description ##Billing attributes. c) Add a line with the attributes Customer Pricing Procedure 1 (Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction).

Continued on next page

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Unit 2: Account Management

CR100

Save the mini-template and do not transport it. a)

Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_BILLING_ATTR Mini-Template: ##Billing

b)

Maintain the template description ##Billing Attributes. Choose Text

.

Template Description: ##Billing Attributes Choose Continue. c)

Add a line with the attributes Customer Pricing Procedure 1 (Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction). Choose Insert Line

.

Customer Pricing Procedure 1 (Standard) Currency: EUR Terms of Payment: 0001 (Special Payment Term 0001) Choose Save. Choose No in the “Transport Mini-Template” dialog box.

For internal use by CSC only

For internal use by CSC only

Choose ENTER.

Stay in template maintenance. 6.

a) Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Sales Area Assignment. b) Maintain the template description ##Billing, Sales Area. c) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Billing.

Continued on next page

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Lesson: Data Exchange with the SAP ERP System

Save the mini-template and do not transport it. a)

Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_BILLING_SA Mini-Template: ##Billing

b)

Maintain the template description ##Billing, Sales Area. Choose Text

.

Template Description: ##Billing, Sales Area Choose Continue. c)

Add a row with the sales organization [IDES CRM Training Company; Final customer sales; -] and assign it the mini-template ##Billing. Choose Insert Line

.

Choose Insert Line

again.

Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales; –. Choose Continue. Mini-Template: ##BILLING

For internal use by CSC only

For internal use by CSC only

Choose ENTER.

Choose Save. Choose No in the “Transport Mini-Template” dialog box. 7.

Create the template ##Template with the description ##Template for Sales Area Data. Assign the mini-templates that you have just created to this template. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Templates → Assign Mini-Templates to Templates Choose New Entries. Template: ##Template Description: ##Template for Sales Area Data Choose ENTER. Choose Save. Continued on next page

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Unit 2: Account Management

Select

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the new entry ##Template.

In the dialog structure, double-click Templates → Mini-Templates Mini-Template Type: CRM_SALES_SA Choose Continue

.

Confirm the next dialog box.

Mini-Template: ##Sales, Sales Area Choose Save. Choose Back Select

twice.

the new entry ##Template.

In the dialog structure, double-click Templates → Mini–Templates Mini-Template Type: CRM_SHIPPING_SA Choose Continue

.

Confirm the next dialog box. Choose New Entries. Mini-Template: ##Shipping, Sales Area Choose Save. Choose Back Select

twice.

For internal use by CSC only

For internal use by CSC only

Choose New Entries.

the new entry ##Template.

In the dialog structure, double-click Templates → Mini–Templates Mini-Template Type: CRM_BILLING_SA Choose Continue

.

Confirm the next dialog box. Choose New Entries. Mini-Template: ##Billing, Sales Area Choose Save. Choose Back

twice.

Choose Save. 8.

Test your settings in the application as create a new account.

Continued on next page

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CR100

Lesson: Data Exchange with the SAP ERP System

In the Sales Area Data assignment block, choose a)

New from Template.

Create a new corporate account according to the previous solution. In the Sales Area Data assignment block, choose Template.

New from

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Unit 2: Account Management

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Lesson Summary You should now be able to: • Explain the data exchange for business partners

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Unit Summary

Unit Summary

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You should now be able to: • Explain the concept of Account Management • Explain the concept of the SAP Business Partner • Describe relationships between accounts • Describe some additional account functions • Describe marketing attributes, account classification and the account life cycle • Describe account hierarchies • Explain the data exchange for business partners

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Unit 3 Unit Overview Unit Objectives After completing this unit, you will be able to: • • • • •

Explain the use of the organizational model in SAP CRM Maintain an organizational model Explain the process of organizational data determination Describe and define determination rules Create an organizational data profile

Unit Contents Lesson: Organizational Model ................................................. 78 Exercise 6: Maintaining the Organizational Model ...................... 87 Lesson: Determination of Organizational Data in Transactions ........... 93 Exercise 7: Setting Up Organizational Data Determination............ 99

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Organizational Management

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Unit 3: Organizational Management

CR100

Lesson: Organizational Model Lesson Overview This lesson introduces organizational management concept and the organizational model as central to the concept.

After completing this lesson, you will be able to: • •

Explain the use of the organizational model in SAP CRM Maintain an organizational model

Business Example You are responsible for mapping the organizational structure of your company (marketing, sales, and service) in the CRM organizational model. You have to create a new organization model, but you also have to map parts of the organizational structure of the existing SAP ERP system in the CRM system.

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Lesson Objectives

Figure 30: What is Organizational Management?

You can use organizational management to set up the company's organizational structure. Using this flexible tool you can maintain the company structure, including the positions and employees in an application, and assign specific attributes to the organizational units. Organizational management allows the automatic specification of organizational data using the organizational structure in a business transaction. It can also be used to determine business partners; for example, you can find the employee responsible for a certain business transaction (partner determination). The Organizational Model in CRM is based on the SAP ERP basis component Organizational Management and has been adapted for use in CRM. The organizational model is based on the organizational plan in the Human Resources System.

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Lesson: Organizational Model

Figure 31: Aim of Organizational Management

The following application areas in CRM use organizational management: • • • •

Business transaction: Automatic determination of responsible organizational units based on data in the transaction document. Partner processing: Partner determination (Partner function Employee responsible). Payment card processing: Automatic determination of the organizational unit responsible for clearing. Tax processing: Business place determination.

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In the example above, the Business transaction application is relevant. A prospect calls an insurance company and asks, “Can you insure my new house?” The interaction center agent creates an activity and takes down the name, address and telephone number of the prospect. The system uses the postal code to find the sales office responsible for this customer. An agent in this office can get in contact with the customer, create a quotation and so on.

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Figure 32: Organizational Model: Example

You can edit the organizational model using the CRM WebClient UI or SAP GUI. For differences please refer to OSS note 1404805. Hint: In SAP GUI, for example use IMG activitySAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Organizational Model → Change Organizational Model

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Unit 3: Organizational Management

The organizational structure in the CRM system can be different from the structure in the ERP system. There are no restrictions on the levels that can be used in the structure of the CRM system. Hint: For more details on this check the Online Help and find Differences in the Organizational Data in SAP ECC (SD) and CRM. You cannot map a matrix structure with the CRM organizational model. Validity periods can be specified when creating organizational objects and object attributes, and when assigning organizational objects and object characteristics. Organizational units can be created as business partners. The system automatically creates an account for an organizational unit with the role “Organizational Unit.” You can specify validity periods when editing the organizational model.

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Lesson: Organizational Model

For example, a new sales office will open on the first of January next year. You can define this sales office and assign it an organizational model today. Hint: It is possible to download both the organizational structure and HCM master data from SAP ERP to SAP CRM. For example in shared service scenarios it is important to set up Application Link Enabling (ALE) to distribute this data. For internal use by CSC only

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Refer to OSS note 1259797 and the attached document for more details. Also OSS note 550055 might be useful.

Figure 33: Organizational Objects

Organizational objects are used for modeling an organizational plan. They can be linked to hierarchies to form functional relationships in the organizational plan for your company. There are two types of organizational objects: organizational units and positions. Organizational units form the basis of an organizational plan. Organizational units are functional units of a company. Depending on how a company is organized, the organizational units may be departments, groups or project teams.

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Positions show the functional task distribution of individual items and their report structures in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the sales manager for Europe.

Figure 34: Functions and Attributes of an Organizational Unit

If you specify a function for an organizational unit, this information is inherited by the lower-level organizational units.

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Hint: Typically the position includes business role information which is mandatory to access the CRM WebClient UI.

You can assign certain general attributes to organizational units when creating your organizational structure. General attributes are always related to a specific function, which means you can maintain different attributes for each function. General attributes define the responsibilities of an organizational unit. You can assign several attributes to an organizational unit. You may define additional attributes for your company (table/view T77OMATTR).

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Lesson: Organizational Model

Figure 35: Functions for Sales

The sales organization is the leading organizational unit for sales. You must always define at least one organizational unit as a sales organization in order to map standard processes for sales and service in the CRM system. Sales offices and sales groups are used to map the internal organization.

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Figure 36: Functions for Service

The service team is a service group, which executes the service tasks. It is relevant for resource planning.

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Figure 37: Function for Marketing

You can use the marketing organization characteristic as follows: For authorization checks: You can use the marketing organization in authorization checks, for example, to determine whether a user is authorized to change a particular campaign. For automatically entering and checking marketing attributes: The system can use the marketing organization to make standard entries for particular fields in the available marketing planner.

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Unit 3: Organizational Management

For partner determination: For example, you can use the marketing organization to determine the suitable marketing manager for the assigned marketing organization and then to assign this to the campaign (on the partner tab page). Workflow routing: You can assign a marketing organization to a campaign and then start a workflow based on the attributes of the campaign. For example, you set the status of a campaign with a particular product category to “For Approval”. The system forwards a workflow item to all users that are assigned to a marketing organization with this particular product category. Cost planning: You can use the cost planning to distribute key figures over multiple levels. For example, you can use the marketing organization to distribute the costs of a campaign over multiple marketing organizational units. Reporting: You can use the marketing organization for reporting. For example, you can measure the success of a particular organizational unit.

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Lesson: Organizational Model

Figure 38: Functions and General Attributes: Example

The Paris office is responsible for several areas: sales, service and marketing. In the Sales scenario, the Paris office is a sales office that is responsible for the following: Distribution channel 10 (final customer sales) Country: France

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Region: 75 (Paris), 91-95 • •

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In the service scenario, the Paris office is a service organization that is responsible for the country France. In the marketing scenario, the Paris office is a marketing organization that is responsible for the country France and products in the Monitors category.

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Figure 39: Organizational Management: Overview

Defining organizational management: Define your organizational structure. You must create your organizational units, assign the attributes and positions, and determine the holders. You must create a new organizational structure in Customizing. You can change existing organizational structures within the master data. Use wizards to help you make the Customizing settings for automatic organizational data determination.

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Unit 3: Organizational Management

When you create a transaction, the system determines the organizational data according to your Customizing settings. You can change or enhance the organizational units manually.

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Lesson: Organizational Model

Exercise 6: Maintaining the Organizational Model Exercise Objectives

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Business Example You are expanding your business by adding another department. You want to check the mapping of sales structures in your ERP system and maintain the attributes that describe the responsibilities of your new department.

Task 1: You want to set up a new trade fair department, which will visit trade fairs and other events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsible for contacts made at trade fairs. You want to add the new department to the existing organizational model for your business and use attributes to describe the department's responsibilities. 1.

Search for the organizational structure of your company IDES CRM Training Company.

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After completing this exercise, you will be able to: • Outline an organizational structure using the organizational unit and position objects • Assign the attributes of an organizational unit

Hint: Choose Sales Operations 2.

On the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the code and ## Trade Fair Department as the description. The maintenance of an address is optional in the context of this course.

3.

To which sales organization/service organization is your new organizational unit ## Trade Fair Department assigned?

4.

Can you change this assignment? Explain why.

5.

Your ## Trade Fair Department is responsible for all trade fair contacts with business partners who have the postal code 750##. Before you enter this information, check whether there are other attributes that describe the responsibilities of ## Trade Fair Department, which are already assigned to the organizational unit. Write them down: Continued on next page

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Attribute

Value

Value to

Where do these attributes come from? Now add an additional attribute Postal Code (scenario Sales) with the value 750##. 6.

Your new organizational unit should be included during the organizational data determination. Make a corresponding entry for the scenario Sales. Save the new organizational unit.

Code of the organizational unit ___________[→data sheet]

Task 2: You want to create/add a new position to your organizational unit. Also assign an existing employee to this position.

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1.

Create the position ##Manager under ## Trade Fair Department. and enter the description Head of Trade Fair Dept. ##.

2.

Assign an employee that has already been created in the CRM system to this new position. When searching for the employee, enter the user name CRM–##.

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Scenario

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Lesson: Organizational Model

Solution 6: Maintaining the Organizational Model Task 1:

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1.

Search for the organizational structure of your company IDES CRM Training Company. Hint: Choose Sales Operations a)

Choose Sales Operations. Choose Search → Organizational Model. Find by: Organizational unit Description: IDES CRM Training Company Valid on: Choose Search.

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You want to set up a new trade fair department, which will visit trade fairs and other events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsible for contacts made at trade fairs. You want to add the new department to the existing organizational model for your business and use attributes to describe the department's responsibilities.

When the search results are displayed, use the hyperlink to navigate to the details of the organizational unit that was found. 2.

On the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the code and ## Trade Fair Department as the description. The maintenance of an address is optional in the context of this course. a)

Choose Organizational Unit. (Create button) Description: ## Trade fair department Code: ##TradeFair

3.

To which sales organization/service organization is your new organizational unit ## Trade Fair Department assigned? a)

In the Belongs To area of the Organizational Unit Details assignment block, you see that the Sales and Service Organization IDES CRM Training Company is assigned to the new department.

Continued on next page

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Unit 3: Organizational Management

4.

Can you change this assignment? Explain why. a)

5.

CR100

You cannot change this assignment because it is an attribute inherited from a higher-level organizational unit.

Your ## Trade Fair Department is responsible for all trade fair contacts with business partners who have the postal code 750##.

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Scenario

Attribute

Value

Value to

Where do these attributes come from? Now add an additional attribute Postal Code (scenario Sales) with the value 750##. a)

Choose the Attributes assignment block. Scenario

Attribute

Value

Sales

Distribution Channel

10

Sales

Ref. currency

EUR

Sales

Country

FR

Service

Postal Code

75000

Service

Country

FR

Value to

For internal use by CSC only

Before you enter this information, check whether there are other attributes that describe the responsibilities of ## Trade Fair Department, which are already assigned to the organizational unit. Write them down:

75099

These attributes were passed down from the root node. You can add the Inherited indicator using the personalization options. Add the attribute Postal Code (scenario Sales) with the value 750##. Choose Edit List. In the value field for the Sales scenario and Postal Code attribute, enter the value 750## . Continued on next page

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Lesson: Organizational Model

6.

Your new organizational unit should be included during the organizational data determination. Make a corresponding entry for the scenario Sales. Save the new organizational unit.

Code of the organizational unit ___________[→data sheet] In the Organization Unit Details assignment block (area Allow Org. Unit to be Determined), set the Sales indicator. Choose Save.

Task 2: You want to create/add a new position to your organizational unit. Also assign an existing employee to this position. 1.

Create the position ##Manager under ## Trade Fair Department. and enter the description Head of Trade Fair Dept. ##. a)

In the Organizational Unit assignment block, select the new ## Trade Fair Dept. organizational unit so that the following position is created under this. Choose Position. (Create button) Description: ## Head of Trade Fair Dept. Code: ##Manager Head of Org. Unit: Set

2.

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a)

Assign an employee that has already been created in the CRM system to this new position. When searching for the employee, enter the user name CRM–##. a)

Choose Employee. (Add button) Search criterion: User CRM–##. Select the employee within the result list. Save your settings.

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Lesson Summary You should now be able to: • Explain the use of the organizational model in SAP CRM • Maintain an organizational model

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Lesson: Determination of Organizational Data in Transactions

Lesson: Determination of Organizational Data in Transactions Lesson Overview For internal use by CSC only

Lesson Objectives After completing this lesson, you will be able to: • • •

Explain the process of organizational data determination Describe and define determination rules Create an organizational data profile

Business Example You set up automatic organizational determination to automate your sales and service processes as much as possible.

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This lesson details organizational unit determination during a business transaction.

Figure 40: Determining the Responsible Organizational Unit (1)

Users can enter the relevant organizational data for each transaction manually (no automatic determination).

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You can define rules in Customizing for automatic organizational data determination. There are two different rule types: Responsibility determination rules Organizational model determination rules There are many SAP standard determination rules available. In the corresponding IMG activity use the search help in order to find appropriate determination rules before starting to create new rules. For internal use by CSC only

For internal use by CSC only

Figure 41: Determining the Responsible Organizational Unit (2)

To determine the organizational data in a transaction, the system reads the organizational data profile that was assigned to the transaction type used in Customizing. A determination rule is derived from this organizational data profile. In SAP CRM, there are two types of determination rule for determining the responsible organizational units: organizational model and responsibilities. The method used to determine the organizational data depends on the scenario because an organizational unit in the sales scenario has different attributes from an organizational unit in the service scenario. The organizational data of the transaction header may be copied at item level. There is no separate organizational data determination at item level. IMG path: SAP Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles

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Lesson: Determination of Organizational Data in Transactions

Figure 42: Determination Rule - Responsibility: Example

1. 2.

3. 4.

2009

A CRM document (for example a Quotation) is created; Account Bardot is entered. In the above example, the Responsibility determination rule that is assigned to the organizational data profile (which is in turn assigned to the current transaction type), results in responsible organizational unit Team 1. This is because this team is responsible for business partners with last names A to K. Team 1 is transferred to the quotation as the responsible organizational unit. Team 1 is mapped in the organizational model with the (inherited) characteristics Sales Organization = FR and Distribution Channel = 10. This information is also transferred to the corresponding fields of the quotation.

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Figure 43: Determination Rule - Organizational Model: Example

1. 2.

3. 4.

96

A CRM document (for example a Quotation) is created; Account Bardot is entered. An Organizational Model determination rule is assigned to an organizational data profile, which in turn is assigned to the current transaction type. This determination rule then searches the entire organizational model for organizational units that have matching attributes. Team 1 is found as the responsible organizational unit. Team 1 is mapped in the organizational model with the (inherited) characteristics Sales Organization = FR and Distribution Channe = 10. This information is also transferred to the corresponding fields of the quotation.

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Unit 3: Organizational Management

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Lesson: Determination of Organizational Data in Transactions

Figure 44: Organizational Data Determination: Overview

Organizational data determination (always at header level) includes the following steps: The system reads the transaction type, for example, standard order TA. The system reads the organizational data profile that is assigned to transaction type TA, for example, 0000001 (Sales). The system reads the determination rules that are assigned to the organizational data profile. •

•

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Several standard determination rules are available. For example, rule 10000144 (ORGMAN_14) checks for maintained sales areas of the business partner and finds corresponding organizational units (similar to the ERP organizational data determination in sales transactions). You define your determination rules and the organizational data profiles in Customizing. In addition, you specify the determination rules and assign the organizational data profile to your transaction type.

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Figure 45: Automatic Generation of the Organizational Model

IMG path: SAP Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Data Transfer → Copy SAP ECC Sales Structure. The transfer of the ERP sales structure is a copying process that is started using a report. The sales structure currently valid in the ERP system is transferred. After the organizational model is generated, the data must be processed further in SAP CRM. Changes in the ERP sales structure are not transferred after the report is executed.

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Unit 3: Organizational Management

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CR100

Lesson: Determination of Organizational Data in Transactions

Exercise 7: Setting Up Organizational Data Determination Exercise Objectives

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Business Example You would like to set up and understand organizational data determination in CRM business transactions. Since you have already set up a new department in the organizational model with dedicated responsibilities, you want this department determined when creating a CRM document like Quotation.

Task 1: Define a new determination rule in system Customizing. This is required later on to determine a suitable responsible organizational unit in business transactions. 1.

You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use.

For internal use by CSC only

After completing this exercise, you will be able to: • Create a determination rule and an organizational data profile, which are used for automatic organizational data determination

Hint: Determination Rule 10000164 Copy the appropriate determination rule and maintain the following: Use ORGATTR## as the code for the new determination rule and Determination Rule ## as a description (object name). 2.

Delete the Region attribute from the container and save the determination rule. ___________[Data sheet]

3.

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

Task 2: Organizational data profile maintenance 1.

Create the new organizational data profile ZORGPROF## Continued on next page

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with the description Organizational Data Profile ##. 2.

Choose the Sales scenario.

3.

Add the determination rule you created earlier.

4.

Set the Sales Organization and Distribution Channel indicators.

For internal use by CSC only

The organizational data profile created by you will not be required until the exercises in the Transaction Processing unit. You then will assign it to an individual transaction type (which you create yourself). As long as the Simulation works properly, things should be all right.

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Note: Using this organizational data profile in business transactions will lead to error messages if the Sales Organization and/or Distribution Channel fields cannot be determined.

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Lesson: Determination of Organizational Data in Transactions

Solution 7: Setting Up Organizational Data Determination Task 1: Define a new determination rule in system Customizing. This is required later on to determine a suitable responsible organizational unit in business transactions. For internal use by CSC only

You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use. Hint: Determination Rule 10000164 Copy the appropriate determination rule and maintain the following:

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1.

Continued on next page

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Use ORGATTR## as the code for the new determination rule and Determination Rule ## as a description (object name). a)

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG.

For internal use by CSC only

Choose IMG activity documentation

.

The determination rule 10000164 (ORGMAN_7) corresponds roughly to the requirements. Close the documentation and execute the IMG activity. Enter the number 10000164 in the rule field and choose Copy. Enter ORGATTR## as the object abbreviation for the new determination rule and Determination Rule ## as the description (object name). Choose Copy. Note: Use $TMP as the development class (package). Hint: Observe that a determination rule 10000144 (ORGMAN_14) exists which is able to determine maintained sales areas of a business partner. This kind of determination is used in SAP ERP Sales Order maintenance! 2.

For internal use by CSC only

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Determination Rules

Delete the Region attribute from the container and save the determination rule. ___________[Data sheet] a)

Open the new determination rule in change mode. Select the entry Region on the Container tab page, right–click and choose Delete to delete the entry. Confirm the dialog box, save the modified determination rule and write down the number.

Continued on next page

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Lesson: Determination of Organizational Data in Transactions

3.

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

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

For internal use by CSC only

If more than one organizational unit is found, someone might have maintained a postal code interval.

Task 2: Organizational data profile maintenance 1.

Create the new organizational data profile ZORGPROF## with the description Organizational Data Profile ##. a)

SAP Customizing Implementation Guide→ Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Organizational Data Profile Choose New Entries.

For internal use by CSC only

Hint: If your organizational unit is not determined, check if the Allow Org. Unit to be Determined indicator is set properly for your organizational unit.

Profile: ZORGPROF## Descriptive text: Organizational Data Profile ## 2.

Choose the Sales scenario. a)

3.

Choose Sales from the list of scenarios.

Add the determination rule you created earlier. a)

Enter the number of the determination rule that you just created in the Organizational Model Determin. Rule field.

Continued on next page

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Unit 3: Organizational Management

4.

CR100

Set the Sales Organization and Distribution Channel indicators. Note: Using this organizational data profile in business transactions will lead to error messages if the Sales Organization and/or Distribution Channel fields cannot be determined.

For internal use by CSC only

As long as the Simulation works properly, things should be all right. a)

Select Sales Organization and Distribution Channel. Save the organizational data profile.

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For internal use by CSC only

The organizational data profile created by you will not be required until the exercises in the Transaction Processing unit. You then will assign it to an individual transaction type (which you create yourself).

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Lesson: Determination of Organizational Data in Transactions

Lesson Summary You should now be able to: • Explain the process of organizational data determination • Describe and define determination rules • Create an organizational data profile

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For internal use by CSC only

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Unit Summary

CR100

Unit Summary You should now be able to: • Explain the use of the organizational model in SAP CRM • Maintain an organizational model • Explain the process of organizational data determination • Describe and define determination rules • Create an organizational data profile For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

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Unit 4 Unit Overview Unit Objectives After completing this unit, you will be able to: • • • •

Explain the concept of the CRM product master Explain product hierarchies and categories Explain set types and attributes Enhance the product master using set types and attributes

Unit Contents Lesson: Basic Features of the Product Master .............................108 Lesson: Set Types, Attributes, Categories, and Hierarchies .............. 114 Exercise 8: Product Maintenance and Enhancement – Sales .......121 Exercise 9: Product Maintenance and Enhancement – Service (Optional) ....................................................................135

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For internal use by CSC only

For internal use by CSC only

Product Master

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Unit 4: Product Master

CR100

Lesson: Basic Features of the Product Master Lesson Overview This lesson explains the basic features and concept of the CRM product master.

Lesson Objectives For internal use by CSC only

•

Explain the concept of the CRM product master

Business Example Your company wants to open new distribution channels and to conduct the sale of its products with the CRM system. You want to create product master data according to the CRM product master concept.

For internal use by CSC only

After completing this lesson, you will be able to:

Figure 46: Product Types

Products are goods which are the object of a company's business activities. Products can be tangible, such as a PC, or intangible, such as services like PC maintenance. The product master provides you with all information on the products that your company purchases and sells. It is the central source from which product-specific data can be retrieved. Product information is used in marketing, sales, and service processes.

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Lesson: Basic Features of the Product Master

The product master functionality is integrated into various business roles and therefore provides all functionality you require for working with products within the relevant business context. The CRM system recognizes up to six different product types. The product types IP, Financing andFinancing are industry specific. Product types are predefined in the system. For internal use by CSC only

ERP material master data can be transferred to the CRM system. An ERP material master comprises various data and views, some of which cannot be processed in the CRM system (for example, accounting data). It is usually only general/basic data and sales-specific data that can be transferred to the CRM system.

For internal use by CSC only

The term Product is usually used instead of Material in the CRM WebClient UI application.

Figure 47: Examples of Products

The figure shows some of the products that might exist in standard CRM IDES systems and training systems. Product/material HT-1010: This is a material that is loaded from the ERP system. It is salable and kept in stock. Service SRV1_4: This is a service that was created in the CRM system. It can be used in service orders, for example. Service SER_022: This is a service that was created in the CRM system. It contains information that is relevant for service contract processing.

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Unit 4: Product Master

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Figure 48: Maintaining Products

Product maintenance in the CRM system takes place in the CRM WebClient UI. The user role determines which product types can be maintained. If the material master data of a connected ERP system is transferred to the CRM system, only limited changes can be made to the corresponding products. Exceptions to this rule can be specified in Customizing: SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Products → Business Add-Ins → BAdI: Allow Changes to Product Data

For internal use by CSC only

For internal use by CSC only

Warranty WP_001: This is a (master) warranty that was created in the CRM system. It can be assigned installation components (for example, installation component 3305) and (individual) objects. Warranties are used in service processes.

Figure 49: Relationships

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Lesson: Basic Features of the Product Master

The Accessories relationship can be used in the context of product proposals (CRM marketing). Product proposals can be made for customers who order products on the Internet and employees in the Interaction Center.

• • • • • •

Customers (here, for example, a customer material number can be assigned) Vendors (here, for example, a vendor material number can be assigned) Components (a structured product is mapped with this) Services (default products for the service order processing) Service parts (default products for the service order processing) Warranties (used in the product registration)

•

The relationship Customer/Distribution Chain (Middleware adapter object CUST_MAT_INFO) is used to download the ERP customer material number to SAP CRM. In order to maintain relationships in the product master, explicit assignments must have been made for them in category processing. A separate assignment block is displayed for each relationship in the CRM WebClient UI. Customer-specific relationship types can be defined with the Easy Enhancement Workbench. Some extra steps then make these visible in the CRM WebClient UI. See SAP Note 1139562 for more information.

• • •

For internal use by CSC only

For internal use by CSC only

Selection of other relationship types:

Figure 50: Competitor Products

The competitor products function allows you to enter information about competitor products that are in direct competition with your products. From a technical point of view, competitor products are products with product type Material and are created using the competitor products function.

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Figure 51: Download of Material Master Data

Material master data is replicated from the ERP system to the CRM system by the CRM Middleware. The adapter object in question is called MATERIAL. An initial download must be made first to download the required materials and to display them as products in SAP CRM. For information about how to do this, see the application help. Subsequent changes and new materials in ERP are then transferred by a delta download.

For internal use by CSC only

For internal use by CSC only

Competitor products can be included within functions such as Activity Management and Opportunity Management.

If you set up new systems with product master data, or if you want to create or change the connection between existing systems, you must read SAP Note 418886 (and related notes). These notes contain important information about how to avoid database inconsistencies. You can allow or disallow uploads of each product in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Settings for Product Type → Allow Upload for a Product Type. CRM product data is not uploaded automatically in standard systems. It must be carried out manually and individually for each product.

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Lesson: Basic Features of the Product Master

Lesson Summary You should now be able to: • Explain the concept of the CRM product master

For internal use by CSC only

For internal use by CSC only

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Unit 4: Product Master

CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies Lesson Overview For internal use by CSC only

Lesson Objectives After completing this lesson, you will be able to: • • •

Explain product hierarchies and categories Explain set types and attributes Enhance the product master using set types and attributes

Business Example You would like to understand the set up of CRM product masters. It will allow you to model/extend product master data according to your needs. You specifically will understand how to extend a product master with additional CRM attributes.

For internal use by CSC only

This lesson explains how the product master can be enhanced using set types and attributes to better describe products.

Figure 52: Structure of the CRM Product Master

From a technical point of view, the CRM product master is a collection or arrangement of various set types that contain specific data.

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Set types are delivered with the SAP CRM system which contain the necessary business information for the business processes.

Figure 53: Base Hierarchies

The main base hierarchy generally replicated from SAP ERP is the base hierarchy for Material/Service R3PRODSTYP. This hierarchy is assigned to the application Product. Base hierarchies for the product types Intellectual Property, Warranty or Service are created in SAP CRM. If you are creating service products in SAP CRM and not replicating them from SAP ERP, do not use the hierarchy R3PRODSTYP as the base hierarchy for services, but create a new hierarchy in SAP CRM. The report CRM_PR_FIN_CREATE_HIERARCHY is used to create a base hierarchy for the product type Financing

For internal use by CSC only

For internal use by CSC only

Customers can define their own set types for additional product information.

The adapter object for transferring the base hierarchies is DNL_CUST_PROD1. R3PRODSTYP is the default base hierarchy. Products that are loaded to the CRM system from the ERP system must belong to at least this base hierarchy. Assignments to other hierarchies are optional. If SAP CRM is implemented without an ERP back end system, preparatory steps are necessary before product master data can be created in the CRM system. These preparatory steps are documented in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → CRM Standalone

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Figure 54: Setting Up Product Master Maintenance

To create the products of a particular product type, product categories and set type assignments that correspond to each product type must have been made. See the IMG documentation for information about using service products: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Processes → Define Service Products. See the IMG documentation for information about using warranty products: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Warranties → Define Warranties.

For internal use by CSC only

For internal use by CSC only

Unit 4: Product Master

Figure 55: Set Types and Attributes

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Lesson: Set Types, Attributes, Categories, and Hierarchies

An attribute is defined by its attribute type (for example, integer, character string or date), its attribute length and (optionally) its value range (for example, single values or intervals), or by a value table. Attributes help to describe products or individual objects. They are grouped into set types and saved there. A set is a specific instance of a set type. Set types are stored in the system as database tables. Set types enable you to perform detailed modeling of products and objects in the system. For internal use by CSC only

If a set type is already assigned to a product category, it is only possible to change the set type description and, if necessary, add other attributes. Only those set types that are not (or no longer) assigned to a category can be deleted. The integration of customer-specific set types into the CRM WebClient application is possible via a so-called enhancement. You can use the template framework to maintain mini-templates, which can be reused by many product master records. You assign mini-templates to categories in category and hierarchy maintenance. Mini-templates are therefore not assigned directly to products, but only to product categories.

For internal use by CSC only

Particular set types (SAP standard set types) are predefined in standard systems. If they are not sufficient for your needs, you can define additional set types of your own and assign attributes to them. The attributes can be those predefined in the standard system and also attributes (including value ranges) that you have defined yourself.

Mini-templates can be inherited from higher-level categories within a hierarchy. During product maintenance, the categories for the product in question are read at runtime. If a mini-template is found, its data is read to the corresponding attributes of the product if this product does not already have its own data.

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Figure 56: Categories and Hierarchies

The categories that are assigned to a product determine which product data is visible and can be maintained. Categories can also serve as groupings. Product categories are used to group products together according to various criteria. Categories inherit the product category and the set types of all higher-level categories. For example, the base hierarchy R3PRODSTYP contains the category MAT_. This contains various set types, such as basic product data and conversion of units of measure. The sub-category MAT_HAWA inherits the set types from MAT_ and has additional set types, for example, sales set types.

For internal use by CSC only

For internal use by CSC only

Unit 4: Product Master

The assignment of a product can be changed or deleted. The Recategorize Products function is only available in the SAP GUI. Example: In the above case, the general set type Set 1 (for example, administrative information relevant for each product) was assigned to the higher-level category High Tech. These attributes/fields are inherited by all subordinate categories, which in turn may be described by separate set types. For example, Set 2 could contain information about the type of hard disk and motherboard. Once a product has been assigned to a product category, the attributes and contents that are stored in the relevant set types are displayed. You can maintain conditions at category level, for example, by defining cross-product surcharges or discounts.

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Lesson: Set Types, Attributes, Categories, and Hierarchies

Figure 57: Enhancing the Product Master: Overview

The figure above explain the various elements necessary to enhance the product master: • • • •

Hierarchies Categories Set types Attributes

•

Creation of attributes results in the creation of data elements and domains on the database. Creation of set types results in the creation of database tables and other ABAP Dictionary objects, as well as function groups, function modules and screens. To display the new set type in the CRM WebClient UI, the following steps must be performed.

• •

For internal use by CSC only

For internal use by CSC only

CR100

SAP Menu → Master Data → Products → Assign Set Types to Overview Pages SAP Menu → Master Data → Products → Create UI Configuration for Set Type

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Unit 4: Product Master

CR100

Set types can be assigned to categories. You can assign templates when assigning set types. Therefore, products that are categorized later are assigned predefined characteristics automatically. Hint: With EhP1 for SAP CRM 7.0 new set types are delivered, for example CRM_EXT_MAT or CRM_EXT_SRV related to products of type Material or Service. For internal use by CSC only

Please be aware that this approach applies to very simple requirements of product enhancements!

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Customers who would like to enhance products only by very few fields do not have to create their own set types. Instead the generic Application Enhancement Tool (AET) can be used to create new fields.

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Exercise 8: Product Maintenance and Enhancement – Sales Exercise Objectives

For internal use by CSC only

Business Example At the forthcoming trade fair, you want to present new products and convert potential customers into purchasers. You therefore familiarize yourself with the product maintenance functions in CRM. Some of these products already exist as material master data in the ERP system.

Task 1: Create a material master record with several views in the ERP system. 1.

Log on to the ERP system and call material master maintenance: ERP SAP Menu: Logistics → Sales and Distribution → Master Data → Products → Material → Trading Goods → Create (Do not enter a material/material number. This is done by internal number assignment.)

For internal use by CSC only

After completing this exercise, you will be able to: • Maintain a product in CRM • Add your own attributes to products in CRM

Enter the following data: Industry sector: Retail Choose ENTER. Select the following views: Basic Data 1 and 2 Sales: Sales Org. Data 1 and 2 Sales: General/Plant Data Sales Text Choose ENTER.

Continued on next page

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Unit 4: Product Master

CR100

Plant:

2200

Sales Org.:

2200

Distribution channel:

10

Choose ENTER. For internal use by CSC only

Material Short Text:

##Monitor

Base Unit of Measure:

PC (Pieces)

Material Group:

00207 (monitors)

Note: Note that the field GenItemCatGroup has been prefilled with the value NORM. This field is explained in the transaction processing unit. Under Additional Data, enter a description for the language FR then go back to the Main Data. Note: If you leave material master maintenance without creating the views you selected earlier, proceed as follows:

For internal use by CSC only

View: Basic Data 1:

Create a new material master, but enter the material number that has been determined by the system. Next, choose only the views that you have not yet created. Additions to the material master are performed using the create transaction, NOT the change transaction. Press ENTER twice. View: Sales: Sales Org. 1 Tax Classification:

1 (for all countries)

Choose the button Conditions.

Continued on next page

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Lesson: Set Types, Attributes, Categories, and Hierarchies

Scale quantity:

1 (PC)

Amount:

99 (EUR)

Choose Back (F3). Choose ENTER. For internal use by CSC only

Note: Note that the Item category group field has been prefilled with the value NORM. Choose ENTER. View: Sales: General/Plant Transportation Group:

0001 (On palettes)

Loading Group:

0002 (Forklift)

Choose ENTER. View: Sales text Sales text: This is a high-value monitor. Choose

and confirm the dialog box to save the material.

For internal use by CSC only

View: Sales: Sales Org. 2

Material Number: ___________________ [data sheet] 2.

Display the material master in the SAP CRM system and familiarize yourself with product maintenance. Hint: Use Business Role Sales Professional Search for your product and save your search as PR_##Mon. Take a closer look at your product. Has your product master been created without any errors? How many product categories is your product assigned to? Where can you find the sales price of EUR 99.00? Where can you find the sales text that you maintained? Create a product master relationship. Assign material R-1120 as an accessory. When might this accessory function be used?

Continued on next page

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Task 2: Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI. 1.

First, create two new attributes in the SAP GUI. The first attribute ZDIAGONAL## (Description: size of the monitor ##) is of the type Integer (2 digits) with the value range 19 and 21 (inches).

For internal use by CSC only

2.

In the SAP GUI, create the set type ZMONITOR## (Monitor characteristics ##) for Materials and assign to it the attributes you created in the previous exercise.

3.

In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories. The first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possible to assign products or objects to this category. Note: We recommend that you first define a root node so that later you can assign several categories at the same level. The second category ##MONITORS (monitors of group ##), should be assigned to the product type Material. It should also be possible to assign products and objects to this category.

For internal use by CSC only

The second attribute ZMONITORTYPE## (Description: monitor type ##) is of the type Character String (5 characters) with the value range TFT (flat) and CRT (normal).

Assign the set type created by you (ZMONITOR##) to this category. Save your entries. 4.

For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. Note: To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.

Continued on next page

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Task 3: Templates in the product master (optional) 1.

Display the set type ZTMONITOR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?

2.

Go to Customizing and call mini-template maintenance (for products).

For internal use by CSC only

Display the product mini template with the ID/description ZTMONITOR. You should see two attributes containing default values (Speaker-out and Maximum Contrast). 3.

Display the category 00010 of the product hierarchy PCSHOP_01 in the CRM WebClient UI. Apart from the assigned set types, what else can you see?

4.

For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice?

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For internal use by CSC only

Note: SAP Customizing Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates

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Solution 8: Product Maintenance and Enhancement – Sales Task 1: Create a material master record with several views in the ERP system. 1.

Log on to the ERP system and call material master maintenance:

For internal use by CSC only

(Do not enter a material/material number. This is done by internal number assignment.) Enter the following data: Industry sector: Retail Choose ENTER. Select the following views: Basic Data 1 and 2 Sales: Sales Org. Data 1 and 2 Sales: General/Plant Data Sales Text Choose ENTER. Plant:

2200

Sales Org.:

2200

Distribution channel:

10

For internal use by CSC only

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

Choose ENTER. View: Basic Data 1:

Continued on next page

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Lesson: Set Types, Attributes, Categories, and Hierarchies

Material Short Text:

##Monitor

Base Unit of Measure:

PC (Pieces)

Material Group:

00207 (monitors)

For internal use by CSC only

This field is explained in the transaction processing unit. Under Additional Data, enter a description for the language FR then go back to the Main Data. Note: If you leave material master maintenance without creating the views you selected earlier, proceed as follows: Create a new material master, but enter the material number that has been determined by the system. Next, choose only the views that you have not yet created. Additions to the material master are performed using the create transaction, NOT the change transaction. Press ENTER twice. View: Sales: Sales Org. 1 Tax Classification:

For internal use by CSC only

Note: Note that the field GenItemCatGroup has been prefilled with the value NORM.

1 (for all countries)

Choose the button Conditions. Scale quantity:

1 (PC)

Amount:

99 (EUR)

Choose Back (F3). Choose ENTER. View: Sales: Sales Org. 2 Note: Note that the Item category group field has been prefilled with the value NORM.

Continued on next page

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Unit 4: Product Master

CR100

Choose ENTER. View: Sales: General/Plant Transportation Group:

0001 (On palettes)

Loading Group:

0002 (Forklift)

For internal use by CSC only

View: Sales text Sales text: This is a high-value monitor. Choose

and confirm the dialog box to save the material.

Material Number: ___________________ [data sheet]

2.

a)

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

b)

Enter the data specified in the exercise.

Display the material master in the SAP CRM system and familiarize yourself with product maintenance. Hint: Use Business Role Sales Professional Search for your product and save your search as PR_##Mon.

For internal use by CSC only

Choose ENTER.

Take a closer look at your product. Has your product master been created without any errors? How many product categories is your product assigned to? Where can you find the sales price of EUR 99.00? Where can you find the sales text that you maintained? Create a product master relationship. Assign material R-1120 as an accessory. When might this accessory function be used? a)

Search for your product and save your search as PR_##Mon. Start the CRM WebClient UI. Choose Sales Operations. Choose Search → Products. Product ID: your material number Choose Search (ENTER). If your search is successful: Continued on next page

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Save the search as: PR_##Mon. Choose Save. b)

Take a closer look at your product. Has your product master been created without any errors? Choose the hyperlink (Product ID) to display the details of the product master.

For internal use by CSC only

Where can you find the sales price of EUR 99.00? In the Prices assignment block. Where can you find the sales text that you maintained? Open the Distribution Chains assignment block. Choose Edit. In the Sales Notes assignment block. c)

Create a product master relationship. Assign material R-1120 as an accessory. Open the Accessories assignment block. Choose Edit List.

For internal use by CSC only

How many product categories is your product assigned to? The product is assigned to both categories MAT_HAWA (R3PRODSTYP) and 00207 (R3MATCLASS). All the information (material type and material group) was derived from the material master of the ERP system.

Accessory ID: R-1120. Choose ENTER. Choose Save. When might this accessory function be used? Accessories could be displayed as product proposals when an order is created in a Web shop or interaction center, for example.

Task 2: Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI. 1.

First, create two new attributes in the SAP GUI. The first attribute ZDIAGONAL## (Description: size of the monitor ##) is of the type Integer (2 digits) with the value range 19 and 21 (inches). Continued on next page

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CR100

The second attribute ZMONITORTYPE## (Description: monitor type ##) is of the type Character String (5 characters) with the value range TFT (flat) and CRT (normal). a)

CRM SAP Menu: Master Data → Products → Maintain Set Types and Attributes Attribute: ZDIAGONAL##

Short text:

Size of monitor ##

Attribute Type:

Integer

Attribute Length:

2

For internal use by CSC only

For internal use by CSC only

Choose Create.

Choose the Value Range tab. Single Value or Lower Limit:

19 and 21 (one row each)

Fixed Value Description:

19 inch and 21 inch

Choose Save and Back. Attribute: ZMONITORTYPE## Choose Create. Short text:

Monitor type ##

Attribute Type:

Character String

Attribute Length:

5

Choose the Value Range tab. Single Value or Lower Limit:

TFT and CRT (one row each)

Fixed Value Description:

Flat and Normal

Choose Save and Back.

Continued on next page

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

2.

In the SAP GUI, create the set type ZMONITOR## (Monitor characteristics ##) for Materials and assign to it the attributes you created in the previous exercise. a)

CRM SAP Menu: Master Data → Products → Maintain Set Types and Attributes Set Type: ZMONITOR##

Description:

Monitor characteristics ##

Product Type:

Material (set the indicator)

Choose the Assigned Attributes tab page. Attribute:

ZDIAGONAL##

Attribute:

ZMONITORTYPE##

Save the set type. 3.

In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories. The first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possible to assign products or objects to this category.

For internal use by CSC only

For internal use by CSC only

Choose Create.

Note: We recommend that you first define a root node so that later you can assign several categories at the same level. The second category ##MONITORS (monitors of group ##), should be assigned to the product type Material. It should also be possible to assign products and objects to this category. Assign the set type created by you (ZMONITOR##) to this category.

Continued on next page

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Unit 4: Product Master

CR100

Save your entries. a)

Create a product hierarchy and two categories in the CRM WebClient UI. Choose Sales Operations. Choose Search → Product Hierarchies. New in the result list.

Hierarchy ID:

##HIER

Description:

Hierarchy Group ##

For internal use by CSC only

For internal use by CSC only

Choose

Choose ENTER. Choose New in the Categories assignment block. Hierarchy Structure:

Root

Category:

Dummy entry##

Choose ENTER. Choose New. Hierarchy Structure:

##MONITORS

Category:

Monitors of Group ##

Product Type:

Material

Enter the set type ID ZMONITOR## in the Assigned Set Types assignment block. Save your data. 4.

For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment.

Continued on next page

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. Note: To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise. a)

Call transaction COMMPR01.

For internal use by CSC only

).

Product ID: your product number Go into Change mode. In the Product Categories area, enter the hierarchy ID ##HIER and then select the category ##MONITORS in the Category ID field. Choose ENTER and Save. After a few seconds you see two new fields in the product master. Note: To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.

Task 3: Templates in the product master (optional) 1.

Display the set type ZTMONITOR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise? a)

For internal use by CSC only

Choose Open product (

SAP Menu: Master Data → Products → Maintain Set Types and Attributes Set Type: ZTMONITOR Choose Display. The Template Enabled indicator is set in the characteristics.

2.

Go to Customizing and call mini-template maintenance (for products). Note: SAP Customizing Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates Display the product mini template with the ID/description ZTMONITOR.

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Unit 4: Product Master

CR100

You should see two attributes containing default values (Speaker-out and Maximum Contrast). a)

SAP Customizing Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates Display the mini-template CR100 (monitor characteristics).

Choose Start. Expand the entry and double-click the template below. You should see two attributes with prefilled values (Speaker-out and Maximum contrast). 3.

Display the category 00010 of the product hierarchy PCSHOP_01 in the CRM WebClient UI. Apart from the assigned set types, what else can you see? a)

Choose Sales Operations. Choose Search → Product Hierarchies. Hierarchy ID: PCSHOP_01 Choose Search. Use the hyperlink to display the hierarchy’s details. Select the line with category 00010 (Extras).

For internal use by CSC only

For internal use by CSC only

ID/Description: ZTMONITOR

The Assigned Set Types assignment block contains a Template (Monitor Characteristics (Template)) as well as the set type. 4.

For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice? a)

Choose the SAP Basic Data view. In the product category area, enter the hierarchy ID PCSHOP_01 and then select the category 00010 in the Category ID field. Choose ENTER. After a few seconds you see two new fields in the product master, this time containing the default values from the template.

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Exercise 9: Product Maintenance and Enhancement – Service (Optional) Exercise Objectives

For internal use by CSC only

Business Example At the forthcoming trade fair, your want to present new products and convert potential customers into purchasers. You therefore familiarize yourself with the product maintenance functions in CRM. Some of these products already exist as material master data in the ERP system.

Task 1: Create a product of type Service in the CRM system. This product will be be used in services processes later on. 1.

Log on to the SAP CRM system, go to product maintenance and create the service ##Repair (Repair Group ##) with the category Service Product with Resources. Hint: Use Business Role Service Professional

For internal use by CSC only

After completing this exercise, you will be able to: • Maintain a product in CRM • Add your own attributes to products in CRM

Maintain the following data: Item Category Group:

SRVO (service item)

Work Duration:

60 minutes

Tax Classification:

FR -MWST -FULL

Distribution Chain:

IDES TR / 10

Base Unit of Measure:

AU

The price (condition type 0PR0) for a ##Repair work is to be maintained depending on the product; in distribution channel IDES TR / 10 it amounts to EUR 50. Save the product data. 2.

Search for your product and save your search as PR_##Rep. Continued on next page

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CR100

Task 2: Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI. 1.

First, create two new attributes in the SAP GUI. The first attribute ZTOOL## (Description: Tool required ##) is of the type checkbox with the value range Yes and No.

For internal use by CSC only

2.

In the SAP GUI, create the set type ZREPAIR## (Repair characteristics ##) for Services and assign it the attributes you created in the previous exercise. Make sure you set the Multiple Values indicator for the attribute ZTOOL1.

3.

In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories. The first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possible to assign products or objects to this category. Note: We recommend that you first define a root node so that later you can assign several categories at the same level. The second category, ##REPAIR (Repair of group ##), should be assigned to the product type Service. It should also be possible to assign products and objects to this category.

For internal use by CSC only

The second attribute ZTOOL1## (Description: Tool ##) is of the type character string (10 characters), has multiple values and has the value range MULTIMETER (multimeter) and PLIERS (pliers).

Assign the set type created by you (ZREPAIR##) to this category. Save your entries. 4.

For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. Note: To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.

Continued on next page

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Task 3: Examine templates for product masters (optional) 1.

Display the set type ZTREPAIR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?

2.

Go to Customizing and call mini-template maintenance (for products).

For internal use by CSC only

Display the product mini template with the ID/description ZTREPAIR. You should see two attributes containing default values (Qualified Worker and Drivers Licence). 3.

In the CRM WebClient UI, display the category ZTSERVICE_01 of the product hierarchy ZT_HIER. Apart from the assigned set types, what else can you see?

4.

For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice?

2009

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For internal use by CSC only

Note: SAP Customizing Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates

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Unit 4: Product Master

CR100

Solution 9: Product Maintenance and Enhancement – Service (Optional) Task 1: Create a product of type Service in the CRM system. This product will be be used in services processes later on. For internal use by CSC only

Log on to the SAP CRM system, go to product maintenance and create the service ##Repair (Repair Group ##) with the category Service Product with Resources. Hint: Use Business Role Service Professional Maintain the following data: Item Category Group:

SRVO (service item)

Work Duration:

60 minutes

Tax Classification:

FR -MWST -FULL

Distribution Chain:

IDES TR / 10

Base Unit of Measure:

AU

The price (condition type 0PR0) for a ##Repair work is to be maintained depending on the product; in distribution channel IDES TR / 10 it amounts to EUR 50.

For internal use by CSC only

1.

Save the product data. a)

Choose Accounts & Products. Choose Create → Service. Service ID:

##Repair

Service:

Repair group ##

Base Category (SER_0001):

Service Product with Resources

Choose ENTER. Base Unit:

AU

Item Cat. Group:

SRVO

Duration of Work:

60 minutes Continued on next page

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Open the Taxes assignment block. Country:

FR

Tax Type ID:

MWST

Tax Group ID:

FULL

Open the Distribution Chains assignment block. For internal use by CSC only

Sales Organization:

O 50005807 [IDES CRM Training Company] Use the input help)

Distribution channel:

10

Choose Back. Open the Prices assignment block. Choose New. Price Type: Product Price Choose OK Enter the following data: Sales Organization:

IDES TR (Use the input help)

Distribution Channel:

10

Amount:

50

Currency:

EUR

For internal use by CSC only

Choose New.

Choose Back. Choose Save. 2.

Search for your product and save your search as PR_##Rep. a)

Choose Accounts & Products. Choose Search → Services. Service ID: ##Repair If your search is successful: Save the search as: PR_##Rep. Choose Save. Continued on next page

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Unit 4: Product Master

CR100

Task 2: Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI. 1.

First, create two new attributes in the SAP GUI. The first attribute ZTOOL## (Description: Tool required ##) is of the type checkbox with the value range Yes and No.

For internal use by CSC only

a)

SAP Menu → Master Data → Products → Maintain Set Types and Attributes Attribute: ZTOOL## Choose Create. Short text:

Tool required ##

Attribute Type:

Checkbox

Choose the Value Range tab page. Fixed Value Description: No, Yes. Choose Save and Back. Attribute: ZTOOL1## Short text:

Tool ##

Attribute Type:

Character string

Attribute Length:

10

Multiple values possible:

Set the indicator

For internal use by CSC only

The second attribute ZTOOL1## (Description: Tool ##) is of the type character string (10 characters), has multiple values and has the value range MULTIMETER (multimeter) and PLIERS (pliers).

Choose the Value Range tab page. Single Value or Lower Limit:

Multimeter and Pliers

Fixed Value Description:

Multimeter and Pliers

Choose Save and Back. 2.

In the SAP GUI, create the set type ZREPAIR## (Repair characteristics ##) for Services and assign it the attributes you created in the previous exercise. Continued on next page

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Make sure you set the Multiple Values indicator for the attribute ZTOOL1. a)

SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZREPAIR##

Short text:

Repair characteristics ##

Product Type:

Service (set the indicator)

Choose the Assigned Attributes tab page. Attribute: ZTOOL## Attribute: ZTOOL1 ## and set the Multiple Values indicator. Save the set type. 3.

In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories. The first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possible to assign products or objects to this category. Note: We recommend that you first define a root node so that later you can assign several categories at the same level.

For internal use by CSC only

For internal use by CSC only

Choose Create.

The second category, ##REPAIR (Repair of group ##), should be assigned to the product type Service. It should also be possible to assign products and objects to this category. Assign the set type created by you (ZREPAIR##) to this category.

Continued on next page

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Unit 4: Product Master

CR100

Save your entries. a)

Choose Accounts & Products. Choose Create → Product Hierarchy. Hierarchy ID:

##HIER

Description:

Hierarchy Group ##

For internal use by CSC only

Choose New in the Categories assignment block. Hierarchy Structure:

Root

Category:

Dummy entry ##

Hint: Place the cursor into the field Hierarchy Structure! Choose ENTER. Choose New. Hierarchy Structure:

##Repair

Category:

Repair of Group ##

Product Type:

Service

For internal use by CSC only

Choose ENTER.

Enter the set type ID ZREPAIR## in the Assigned Set Types assignment block. Choose Edit List. Set Type ID: ZREPAIR## Save your data. 4.

For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment.

Continued on next page

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. Note: To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise. a)

Call transaction COMMPR01.

For internal use by CSC only

Product ID: ##Repair Go into change mode. In the Product Categories area, enter the hierarchy ID ##HIER and then select the category ##REPAIR in the Category ID field. Choose ENTER. After a few seconds you see two new fields in the product master. Note: To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.

Task 3: Examine templates for product masters (optional) 1.

Display the set type ZTREPAIR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise? a)

For internal use by CSC only

Choose Open product.

SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZTREPAIR Choose Display. The Template Enabled indicator is set in the characteristics.

2.

Go to Customizing and call mini-template maintenance (for products). Note: SAP Customizing Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates Display the product mini template with the ID/description ZTREPAIR.

Continued on next page

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Unit 4: Product Master

CR100

You should see two attributes containing default values (Qualified Worker and Drivers Licence). a)

SAP Customizing Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates ID/Description: ZTREPAIR

Expand the entry and double-click the template below. You should see two attributes containing default values (Qualified worker and Drivers License). 3.

In the CRM WebClient UI, display the category ZTSERVICE_01 of the product hierarchy ZT_HIER. Apart from the assigned set types, what else can you see? a)

Choose Accounts & Products. Choose Search → Product Hierarchies. Hierarchy ID: ZT_HIER Choose Search. Use the hyperlink to display the hierarchy’s details. Select the line with category ZTSERVICE_01 (Service). The Assigned Set Types assignment block contains a Template (Repair Characteristics (Template)) as well as the set type.

4.

For internal use by CSC only

For internal use by CSC only

Choose Start.

For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice? a)

Select the SAP Basic Data view. In the product category area, enter the hierarchy ID ZT_HIER and then select the category ZTSERVICE_01 in the Category ID field. Choose ENTER. After a few seconds you see two new fields in the product master, this time containing the default values from the template.

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CR100

Lesson: Set Types, Attributes, Categories, and Hierarchies

Lesson Summary You should now be able to: • Explain product hierarchies and categories • Explain set types and attributes • Enhance the product master using set types and attributes

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For internal use by CSC only

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Unit Summary

CR100

Unit Summary You should now be able to: • Explain the concept of the CRM product master • Explain product hierarchies and categories • Explain set types and attributes • Enhance the product master using set types and attributes For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

For internal use by CSC only

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Unit 5 For internal use by CSC only

For internal use by CSC only

Transaction Processing Unit Overview Unit Objectives After completing this unit, you will be able to: • • • • • • •

Give examples of the different CRM business transactions Describe the structure of business transactions Explain the concept of transaction types Create a customer specific transaction type Explain the concept of item categories Describe copying control and related customizing settings. Configure the basic functions of business transactions

Unit Contents Lesson: Structure of Transactions ............................................148 Exercise 10: Business Transactions .....................................151 Lesson: Transaction Types Item Categories and Item Category Determination....................................................................154 Exercise 11: Transactions and Related Customizing – Sales ........165 Exercise 12: Transactions and Related Customizing – Service (Optional) ....................................................................177 Exercise 13: Implementing and Testing Copying Control – Sales ...189 Exercise 14: Implementing and Testing Copying Control – Service (Optional) ....................................................................195 Lesson: Basic Functions in Business Transactions ........................202 Exercise 15: Text Determination – Sales................................ 211 Exercise 16: Text Determination – Service (Optional) .................215 Exercise 17: Incompleteness – Sales ...................................219 Exercise 18: Incompleteness – Service (Optional) ....................225

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Unit 5: Transaction Processing

CR100

Lesson: Structure of Transactions Lesson Overview This lesson introduces the concept of a business transaction and explains its structure.

After completing this lesson, you will be able to: • •

Give examples of the different CRM business transactions Describe the structure of business transactions

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

For internal use by CSC only

For internal use by CSC only

Lesson Objectives

Figure 58: Business Processes in SAP CRM

A business transaction provides business structures and functions that can be used in the various processes of a company, for example, in sales, marketing or service. The same interface and processing concepts are used for all business transactions. The various components of business transactions can be used repeatedly. You can enter items from different business contexts in one transaction. For example, you can enter a service, a service part and sales item in a service order.

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CR100

Lesson: Structure of Transactions

Figure 59: CRM WebClient UI - Example of a CRM Business Transaction

This figure shows a standard SAP CRM In-House Repair order, one of several different business transactions available with SAP CRM. Independent of the type of business transaction, the look and feel is always similar. With so called Item Actions a user can navigate into the Edit mode of item details

For internal use by CSC only

For internal use by CSC only

CRM offers many different types of business transactions. Usually a business user will only be able to work with a limited number of types of transactions.

When in Display mode, a user can use the item number hyperlink to navigate to the item details (in display mode).

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CR100

Figure 60: General Structure of Transactions

A business transaction represents a business interaction with a business partner. The structure of a business transaction depends on the leading business transaction category (for example, contact, opportunity, sales, service). Tasks usually only have a header level. Leads, Opportunities, Sales and service transactions usually have a header and item level.

For internal use by CSC only

For internal use by CSC only

Unit 5: Transaction Processing

Depending on the business context, it is mandatory to include at least one product into the transaction. For example, a sales order or a service contract usually contain at least one line item (product). Sales transactions have an additional schedule line level (delivery quantities and delivery dates, possibly after an ATP check).

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CR100

Lesson: Structure of Transactions

Exercise 10: Business Transactions Exercise Objectives After completing this exercise, you will be able to: • understand the basic principle of CRM business transactions

For internal use by CSC only

You would like to understand some basic principles of CRM business transactions.

Task: Please answer the following questions. 1.

CRM business transactions always contain at least one product. Determine whether this statement is true or false.

□ □ 2.

True False

Which of the following business transactions can be created within SAP CRM? Choose the correct answer(s).

□ □ □ □ □

2009

A B C D E

Sales Order Purchase Order Service Request Delivery Problem

© 2010 SAP AG. All rights reserved.

For internal use by CSC only

Business Example

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Unit 5: Transaction Processing

CR100

Solution 10: Business Transactions Task: Please answer the following questions. For internal use by CSC only

CRM business transactions always contain at least one product. Answer: False There are a number of business transactions that do not need product information. Tasks, E-Mail activities, Leads or Opportunities can be used without entering products.

2.

Which of the following business transactions can be created within SAP CRM? Answer: A, C, E Purchase Order and Delivery documents can be created in SAP ERP. Service Request and Problem are business transaction that have been introduced with SAP CRM 7.0 (IT Service Desk scenario).

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For internal use by CSC only

1.

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CR100

Lesson: Structure of Transactions

Lesson Summary You should now be able to: • Give examples of the different CRM business transactions • Describe the structure of business transactions

For internal use by CSC only

For internal use by CSC only

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Unit 5: Transaction Processing

CR100

Lesson: Transaction Types Item Categories and Item Category Determination Lesson Overview For internal use by CSC only

Lesson Objectives After completing this lesson, you will be able to: • • • •

Explain the concept of transaction types Create a customer specific transaction type Explain the concept of item categories Describe copying control and related customizing settings.

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

For internal use by CSC only

This lesson introduces the basic customizing of transaction types, item categories and copying control settings.

Figure 61: Transaction Types

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

A transaction type defines the attributes and characteristics of a business transaction (for example, sales order, service request, lead or appointment) and the controlling attributes. A transaction type controls how a specific business transaction is processed. Transaction types contain “generic ” settings like number ranges, different profiles and procedures.

For internal use by CSC only

For internal use by CSC only

Depending on the leading transaction category, specific settings are applied to transaction types on a lower level.

Figure 62: Business Transaction Customizing: Header

A business transaction can be assigned to one or more business transaction categories, depending on what the leading business transaction category is. Assigned business transaction categories allow detailed control of the transaction. Only specific combinations of business transaction categories are possible. Examples: The transaction category SRVO (Service Transaction) has the leading business transaction category Service Process and the three assigned business transaction categories Business Activity, Sales and Service Process The transaction category LEAD (Lead) has the leading business transaction category Lead and one assigned business transaction category Lead. The transaction category TA (Standard Order) has the leading business transaction category Sales and two assigned business transaction categories Business Activity and Sales.

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Unit 5: Transaction Processing

CR100

Assign blocking reasons: You can use blocking reasons to block a business partner against the entry of certain business transactions. When the block applies to the transaction category, you cannot enter any business transactions for the blocked business partner. Permitted Channels for transaction types: Once you have assigned transaction types to particular channels, only these transaction types are available for selection in the input help of each corresponding channel. For internal use by CSC only

For internal use by CSC only

Figure 63: Item Categories

An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed. First, you assign the item category to an item object type. The item object type defines the business context in which an item category is used. Like transaction types, an item category is assigned to one or more business transaction categories. Item categories contain “generic ” settings, for example different profiles and procedures which are related to basic transaction functions. Depending on the leading item category (object type), specific settings can be applied to item categories on a lower level.

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Lesson: Transaction Types Item Categories and Item Category Determination

Figure 64: Business Transaction Customizing: Item

Item object type; partner determination procedure; status profile; ATP profile; action profile; date profile; BOM explosion and configuration data. Next you define the business context in which the item category is used. Settings differ depending on the assigned business transaction category. For example, billing reference is defined under Sales and confirmation relevance under Service Process. The item category SRVP (service product item) is assigned the two business transaction categories Sales and Service Process.

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For internal use by CSC only

CR100

The item category OPPT (opportunity item) is assigned the business transaction category Opportunity. Activities do not usually have items. Customizing of item categories and item category determination is not necessary in this case. Exception: Contact reports/activity reports.

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Figure 65: Customizing: Item Category Determination

You can define per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. The Item Category Group field of the product master is dependent and independent of the organizational data (the Distribution Chain is dependent and the Details are independent). The procedure for item category determination should be set up in the same way as in the SAP ERP system, especially when there are transactions that will be replicated. Otherwise, problems may occur during the upload to the ERP system.

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For internal use by CSC only

Unit 5: Transaction Processing

Other user-defined item categories and their corresponding determination procedures must be set up manually. It is not possible to download Customizing from ERP. In some situations (“complaints”), the item category determination is derived from the action definitions. Examples for item category determination: • •

•

158

A sales item (NORM) in a standard sales order (TA) results in item category TAN. A sales item (NORM) in a standard sales order (TA) that belongs to a higher-level item of item category TAN results in item category TANN once free goods determination takes place (item category usage is FREE). A service product item (SRVP) in a standard service order (SRVO) results in item category SRVP.

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Lesson: Transaction Types Item Categories and Item Category Determination

Figure 66: Examples of Item Category Determination

The figure illustrates some normal examples for item category determination. •

•

Quotation processing with two items. A quote is made for a stock material (item category group sales item = NORM) and a configurable product (item category group configuration above = 0002). Due to the different products (item category groups), the system determines two different item categories (AGN and AGC). Service order processing with two items. A quote is made for a service (item category group service product = SRVP) and a corresponding [subitem] sales item (item category group sales item = NORM). The system determines item categories SRVP and SRVS.

For internal use by CSC only

For internal use by CSC only

CR100

Alternatively, there could also be a corresponding service part item (item category group service material = SRVM). In this situation, the system would have determined the item category SRVM •

2009

Service order with billing plan. A service product is entered (item category group service product = SRVP). Additional billing plan subitems are generated by the item category usage (service billing plan = SERV). The system determines the main item category SCN and billing plan items with item category FAPF.

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Figure 67: Copying Business Transactions

To save time creating transactions, you can copy an existing transaction and use this as the basis for a new transaction. You can choose whether you want to connect both transactions using the transaction history (Creating a Follow-Up Transaction) so that, for example, you can view the transaction history of a business transaction at any time, or whether you just want to make a simple copy without updating the transaction history. The processing of follow-up transactions requires several settings in copy control Customizing:

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For internal use by CSC only

Unit 5: Transaction Processing

Copy control for transaction types. Copy control for item categories. Determination of the item category during the copy (optional). You must also ensure that settings have been made for the target transaction (for example, item category determination). When you copy transactions, the system produces a copy and displays it for processing. When the copied transaction is saved, the document flow is not updated; in other words, the copied transaction has no connection to the original transaction. Customers can adjust the conditions of the copy control according to their individual requirements. You have the option of writing your own data transfer routines using BAdI (business add-in) methods. You can use the BAdI CRM_COPY_BADI to create copy routines.

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Lesson: Transaction Types Item Categories and Item Category Determination

Figure 68: Transaction History/Document Flow in Transactions

The transaction history is updated when follow-up transactions are processed. You can navigate from the transaction history to linked business transactions. In some cases (for example, Delivery), you can use the transaction history to navigate to a connected ERP system. However, this requires use of SAP Internet Transaction Server (ITS). The Transaction History is also available on item level.

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For internal use by CSC only

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The transaction analyzer displays transaction flows for processes. This allows you to keep things in perspective when there are many transactions in one process. It displays a chain of linked transactions hierarchically, increasing the transparency of the fundamental business process. Before you can use the transaction analyzer make sure that corresponding customizing settings are sufficient. Default settings are provided by SAP. In Customizing choose Customer Relationship Management → Transactions → Basic Settings → Define Analysis Views .

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Figure 69: Customizing: Copy Control

Copy control is required to process follow-up transactions. Copy control is mandatory for item categories if you want to copy products (items) to a follow-up document. Creating a service order which will automatically be assigned to a service contract (using Contract Determination) requires copying control for item categories only. The definition of item category determination when copying is optional and can be used if item category determination is not required in the target transaction.

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For internal use by CSC only

Unit 5: Transaction Processing

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

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Lesson: Transaction Types Item Categories and Item Category Determination

Figure 70: Subsequent Referencing

When you create an activity and then see that it should have been created as a follow-up transaction to an existing case, you can subsequently link this activity to an existing transaction. You can subsequently link follow-up transactions from header to header. It is not possible to subsequently link from item to item. When you subsequently link follow-up transactions, the document flow is updated automatically. When you delete a link, the document flow is updated accordingly when you save the transaction.

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For internal use by CSC only

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To enable subsequent referencing, you have to create an object relationship profile in Customizing and assign it to a transaction type. SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Define Object Relationship Profile

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For internal use by CSC only

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Lesson: Transaction Types Item Categories and Item Category Determination

Exercise 11: Transactions and Related Customizing – Sales Exercise Objectives

For internal use by CSC only

Business Example You want to use a new transaction type for your trade fair business in the Sales area. You therefore copy and adjust an existing transaction type in the Implementation Guide (IMG). Before you create a transaction type, you want to understand the application and where to find the data. Optional Exercises (Service): You want to set up a new transaction type for service transactions in the Service area.

Task 1: To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system. Hint: Use Business Role Sales Professional. 1.

For internal use by CSC only

After completing this exercise, you will be able to: • Create and analyze a transaction • Create a transaction type • Describe and perform item category determination for a transaction type

Create a quotation of the type Quotation ERP for the sold-to party ##Megastore. Use First Quotation ## for the external reference. Note: Before you choose Quotation ERP (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types.

Continued on next page

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2.

Which transaction type (technical key) represents this transaction?

3.

Which statuses are available in the quotation after you enter the sold-to party?

4.

Enter the product with the Product ID HT-1010 and a quantity of 10 PC in the item list. Which item category is determined by the system? Hint: If you set the central personalization option Show keys in dropdown lists, (Personalize → Personalize Settings), you can display the technical key of the item category.

5.

Save the transaction and note the number. ___________________ [Data sheet]

For internal use by CSC only

For internal use by CSC only

Unit 5: Transaction Processing

Continued on next page

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Lesson: Transaction Types Item Categories and Item Category Determination

Task 2:

1.

Where in Customizing are the detailed settings for the transaction type that is used?

2.

Where in Customizing are the detailed settings for the item category that was determined?

3.

Check whether this item category contains a date profile. What Billing Relevance indicator does this item category have?

4.

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

For internal use by CSC only

For internal use by CSC only

If applicable, call the last sales transaction you saved and analyze the item category that was determined and also how it was determined.

____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

Continued on next page

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Unit 5: Transaction Processing

5.

CR100

What other factors can influence the determination of an item category? Name a suitable example.

For internal use by CSC only

You want to create the new sales transaction type ZA## (##Quotation) in Customizing. Create it as a copy of existing transaction type AG and make some minor changes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 1.

Search for the existing transaction type AG.

2.

Select the line AG and choose Copy as….

3.

Enter the abbreviation ZA## and the description ##Quotation (short and long text (Description)).

4.

Confirm the dialog box (number of dependent entries copied) with ENTER.

5.

Assign the organizational data profile ZORGPROF## to this transaction type.

6.

Choose Save.

For internal use by CSC only

Task 3:

Task 4: In order to use the new transaction type, you must maintain item category determination. If you are entering a sales item (NORM), use the standard SAP item category for the quotation item rather than your own item category. 1.

Set up item category determination in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

2.

Search (using Position) for transaction type AG and item category group NORM (Standard Item). Select the line and choose Copy as….

3.

Replace transaction type AG with the new transaction type ZA##. Continued on next page

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Lesson: Transaction Types Item Categories and Item Category Determination

4.

Save your entries.

Task 5: Test your new transaction type by creating a new quotation of type ##Quotation.

1.

Enter sold-to party ##Stockmann and the number of your previously created product with quantity 1. You can also search using the input help (description = ##Monitor). Save the transaction and note the number. ___________________ [Data sheet]

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For internal use by CSC only

For internal use by CSC only

Hint: You have to log off first from the Web Client UI and then log on again to test your new transaction.

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Solution 11: Transactions and Related Customizing – Sales Task 1:

Hint: Use Business Role Sales Professional. 1.

Create a quotation of the type Quotation ERP for the sold-to party ##Megastore. Use First Quotation ## for the external reference. Note: Before you choose Quotation ERP (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types. a)

Choose Sales Cycle. Choose Create → Quotation. Choose Personalize (

) in the dialog box that is displayed.

Select Transaction Type and move ( columns.

) the field to the displayed

Choose Save.

For internal use by CSC only

For internal use by CSC only

To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system.

Choose Quotation ERP. Sold-To Party: ##Megastore. External Reference: First quotation ##. 2.

Which transaction type (technical key) represents this transaction? Answer: AG.

3.

Which statuses are available in the quotation after you enter the sold-to party? Answer: Available statuses: Open, In Process, Released and Completed.

4.

Enter the product with the Product ID HT-1010 and a quantity of 10 PC in the item list.

Continued on next page

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Lesson: Transaction Types Item Categories and Item Category Determination

Which item category is determined by the system? Hint: If you set the central personalization option Show keys in dropdown lists, (Personalize → Personalize Settings), you can display the technical key of the item category. a)

Product ID: HT-1010

For internal use by CSC only

You can display the item category in the Items assignment block by using the Personalization (pencil icon) function. b) 5.

The system determines the item category Quotation Item (AGN).

Save the transaction and note the number. ___________________ [Data sheet] a)

Choose Save.

Task 2: If applicable, call the last sales transaction you saved and analyze the item category that was determined and also how it was determined. 1.

Where in Customizing are the detailed settings for the transaction type that is used? Answer: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

2.

For internal use by CSC only

Quantity: 10

Where in Customizing are the detailed settings for the item category that was determined? Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories

3.

Check whether this item category contains a date profile.

Continued on next page

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Unit 5: Transaction Processing

CR100

What Billing Relevance indicator does this item category have? a)

Check whether this item category contains a date profile. Select entry AGN and click the Details icon (

).

The item category does not contain a date profile. b)

What Billing Relevance indicator does this item category have?

For internal use by CSC only

Select the Sales transaction category and double-click Customizing Item in the dialog structure. The item category is not relevant for billing. 4.

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

For internal use by CSC only

In the dialog structure, double-click Assignment of Business Transaction Categories.

Continued on next page

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Lesson: Transaction Types Item Categories and Item Category Determination

____________________________________________________ a) Note: In the CRM Web UI go to the product master to determine the relevant item category group.

For internal use by CSC only

Choose Sales Operations Choose Search → Products. Product ID: HT-1010 Choose the Product Details assignment block. Item Category Group: NORM (Standard item).

In this case, the item category is determined with the influencing factors Transaction Type (AG) and Item Category Group (Standard item = NORM). SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Choose Position..., enter the above data in the dialog box, and confirm with ENTER. The system displays the corresponding entry in the table. Select the entry and choose Details (

icon).

The item category AGN is used as the default value. In this case you cannot use an alternative item category. 5.

For internal use by CSC only

• • • •

What other factors can influence the determination of an item category? Name a suitable example. Answer: As well as the transaction type and the item category group, the usage and a higher-level item category can be used to influence the item category determination. For example, in standard sales orders (TA), the automatic free goods discount determination uses the usage FREE (free goods discount). In addition, the free goods discount item refers to a higher-level item of the TAN category. If a Standard item (NORM) is recorded in the sales order and a free goods discount is found, the standard system determines a (main) item with item category TAN and a free goods discount item with the item category TANN. Other examples included structured products and complaint transactions.

Continued on next page

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Unit 5: Transaction Processing

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Task 3: You want to create the new sales transaction type ZA## (##Quotation) in Customizing. Create it as a copy of existing transaction type AG and make some minor changes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. For internal use by CSC only

1.

Search for the existing transaction type AG. a)

SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

2.

Select the line AG and choose Copy as…. a)

3.

Select the button before the line

and then the

icon.

Enter the abbreviation ZA## and the description ##Quotation (short and long text (Description)). a)

For internal use by CSC only

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Note: It is important that you change both the short and long texts (Description) to ##Quotation. 4.

Confirm the dialog box (number of dependent entries copied) with ENTER. a)

Choose Continue. Note: •

•

If you are logged on in a language other than the course language, you should translate the entry you just created into the course language. Select Goto → Translation and then the course language. Enter a text that contains your group number.

Continued on next page

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Lesson: Transaction Types Item Categories and Item Category Determination

5.

Assign the organizational data profile ZORGPROF## to this transaction type. a)

If you are no longer in the detailed view of the transaction type, select transaction type ZA## and choose Details ( ). In the Org. Data Prof. field, enter the value ZORGPROF##.

6.

Choose Save.

For internal use by CSC only

Choose Save.

Task 4: In order to use the new transaction type, you must maintain item category determination. If you are entering a sales item (NORM), use the standard SAP item category for the quotation item rather than your own item category. 1.

Set up item category determination in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination a)

2.

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

Search (using Position) for transaction type AG and item category group NORM (Standard Item). Select the line and choose Copy as…. a)

Choose Position...

For internal use by CSC only

a)

Transaction Type: AG Item Cat. Group: NORM Choose ENTER. Select the row and choose 3.

.

Replace transaction type AG with the new transaction type ZA##. a)

Transaction Type: ZA##. Choose ENTER.

4.

Save your entries. a)

Choose Save.

Continued on next page

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Unit 5: Transaction Processing

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Task 5: Test your new transaction type by creating a new quotation of type ##Quotation. Hint: You have to log off first from the Web Client UI and then log on again to test your new transaction. Enter sold-to party ##Stockmann and the number of your previously created product with quantity 1. You can also search using the input help (description = ##Monitor). Save the transaction and note the number. ___________________ [Data sheet] a)

Choose Sales Cycle. Choose Create → Quotation. Choose ##Quotation. Enter the data above. Choose Save.

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For internal use by CSC only

For internal use by CSC only

1.

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Lesson: Transaction Types Item Categories and Item Category Determination

Exercise 12: Transactions and Related Customizing – Service (Optional) Exercise Objectives

For internal use by CSC only

Business Example You want to set up a new transaction type for service transactions in the Service area.

Task 1: To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system. Hint: Use Business Role Service Professional 1.

Create a service order of the type Service Process and enter the Sold-to party ##Megastore. Use First Service Order ## as the description.

For internal use by CSC only

After completing this exercise, you will be able to: • Create and analyze a transaction • Create a transaction type • Describe and perform item category determination for a transaction type

Note: Before you choose Service Process (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types.

Continued on next page

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2.

Which transaction type (technical key) represents this transaction?

3.

In the item details (assignment block Items), enter product number SRV1_4 in the Product ID field with a quantity of 2. Which item category is determined by the system? If you set the central personalization option Show keys in dropdown lists, (Personalize → Personalize Settings), you can display the technical key of the item category.

4.

Save the transaction and note the number. ___________________ [Data sheet]

For internal use by CSC only

For internal use by CSC only

Unit 5: Transaction Processing

Continued on next page

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Lesson: Transaction Types Item Categories and Item Category Determination

Task 2:

1.

Where in Customizing are the detailed settings for the transaction type that is used?

2.

Where in Customizing are the detailed settings for the item category that was determined?

3.

Check whether this item category contains a date profile in Customizing. Is the Relevant for resource planning indicator set for the item category? What Billing Relevance indicator does this item category have?

4.

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

For internal use by CSC only

For internal use by CSC only

If applicable, call the last service transaction you saved and analyze the item category that was determined and also how it was determined.

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________ Note: To determine the relevant item category group, call the product master again and look at the data sheet. Continued on next page

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Unit 5: Transaction Processing

5.

CR100

What other factors can influence the determination of an item category? Name suitable examples.

For internal use by CSC only

You would like to create a new service transaction type ZS## (##Service order) in Customizing. Create it as a copy of the existing transaction type ZES1 and make some minor changes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 1.

Search for the existing transaction type ZSE1.

2.

Select the line ZSE1 and choose Copy as….

3.

Enter the abbreviation ZS## and the description ##Service order (short and long text (Description)).

4.

Confirm the dialog box (number of dependent entries copied) with ENTER.

5.

Assign the partner determination procedure ZTSRVH01 and the organizational data profile ZTORGS01 (Service) to this transaction type.

6.

Choose Save.

For internal use by CSC only

Task 3:

Task 4: In order to use the new transaction type, you must maintain item category determination. If you are entering a service item (SRVO), use item category ZSRP rather than one of your own item categories. 1.

Set up item category determination in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

2.

Using Position, search for transaction type ZSE1 and item category group SRVO (Service Item). Select the line and choose Copy as….

3.

Replace transaction type ZSE1 with your new transaction type ZS##. Choose Enter. Continued on next page

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Lesson: Transaction Types Item Categories and Item Category Determination

4.

Save your entries.

Task 5: Test your new transaction type by creating a service order of type ##Service order. 1.

Enter sold-to party ##Stockmann, the product with the number ##Repair and the quantity 1. For internal use by CSC only

For internal use by CSC only

Set the distribution lock status for this transaction. Change the status to Released. Save the transaction and note the number. ___________________ [Data sheet]

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Unit 5: Transaction Processing

CR100

Solution 12: Transactions and Related Customizing – Service (Optional) Task 1:

Hint: Use Business Role Service Professional 1.

Create a service order of the type Service Process and enter the Sold-to party ##Megastore. Use First Service Order ## as the description. Note: Before you choose Service Process (description of the transaction type), personalize the technical transaction type in the selection dialog for transaction types. a)

Choose Service Orders. Choose Create → Service Order. Choose Personalize in the dialog box that is displayed. Select Transaction Type and move the field to the displayed columns. Choose Save. Choose Service Process. Sold-To Party:

##Megastore

Description:

First Service Order ##

For internal use by CSC only

For internal use by CSC only

To familiarize yourself with some of the basic mechanisms in transaction processing, you create a transaction in the CRM system.

Choose a Contact Person, for example Peter ##Finger. 2.

Which transaction type (technical key) represents this transaction? Answer: ZSE1

3.

In the item details (assignment block Items), enter product number SRV1_4 in the Product ID field with a quantity of 2. Which item category is determined by the system? If you set the central personalization option Show keys in dropdown lists, (Personalize → Personalize Settings), you can display the technical key of the item category. Answer: The system determines the item category Service w. res. plan (ZSRP). Continued on next page

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Lesson: Transaction Types Item Categories and Item Category Determination

4.

Save the transaction and note the number. ___________________ [Data sheet] a)

Choose Save.

Task 2:

1.

Where in Customizing are the detailed settings for the transaction type that is used? Answer: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

2.

Where in Customizing are the detailed settings for the item category that was determined? Answer: Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories

3.

Check whether this item category contains a date profile in Customizing. Is the Relevant for resource planning indicator set for the item category?

For internal use by CSC only

For internal use by CSC only

If applicable, call the last service transaction you saved and analyze the item category that was determined and also how it was determined.

Continued on next page

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Unit 5: Transaction Processing

CR100

What Billing Relevance indicator does this item category have? a)

Select entry ZSRP and click on the Details icon. The item category contains the date profile SLA Data in Item (IDES). In the dialog structure, double-click Assignment of Business Transaction Categories.

For internal use by CSC only

The item category is indicated as Resource Planning Relevance. b)

What Billing Relevance indicator does this item category have? In the dialog structure, double-click Assignment of Business Transaction Categories. Select the Sales transaction category and double-click Customizing Item in the dialog structure. The item category is not relevant for billing (because the confirmation item is relevant for billing in this scenario).

4.

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

For internal use by CSC only

Select the Service Process transaction category and double-click Customizing Item in the dialog structure.

___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

___________________________________________________________________________ Note: To determine the relevant item category group, call the product master again and look at the data sheet. a)

In the CRM WebClient UI go to the product master to determine the relevant item category group.

For internal use by CSC only

Choose Accounts & Products Choose Search → Products. Product ID: SRV1_4 Choose the Service Details assignment block. Section Processing Data: Item Cat. Group: SRVO (Service Item).

In this case, the item category determination is performed with the influencing factors transaction type (ZSE1) and item category group (SRVO). SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Choose Position..., enter the above data in the dialog box, and confirm with ENTER. The system displays the corresponding entry in the table. Select the entry and choose Details icon).

For internal use by CSC only

• • • •

The item category ZSRP is used as a default value. There is the option of using the alternative item categories ZSNP and ZAAP. 5.

What other factors can influence the determination of an item category? Name suitable examples. Answer: As well as the transaction type and the item category group, the usage and a main item category can be used to influence the item category determination. For example, you want to differentiate between servicve part items in the service transaction and those service part items that are assigned directly to a service item. In this case, you can include the item category group of the higher-level item in the determination of the item category.

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Unit 5: Transaction Processing

CR100

Task 3: You would like to create a new service transaction type ZS## (##Service order) in Customizing. Create it as a copy of the existing transaction type ZES1 and make some minor changes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. For internal use by CSC only

1.

Search for the existing transaction type ZSE1. a)

Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Choose Position and find ZSE1.

2.

Select the line ZSE1 and choose Copy as…. a)

3.

Select the button before the line and then choose Copy as...

Enter the abbreviation ZS## and the description ##Service order (short and long text (Description)). a)

For internal use by CSC only

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Hint: Do not forget to change short and long text (Description) 4.

Confirm the dialog box (number of dependent entries copied) with ENTER. a) Note: If you are logged on in a language other than the course language, you should translate the entry you just created into the course language.

5.

Assign the partner determination procedure ZTSRVH01 and the organizational data profile ZTORGS01 (Service) to this transaction type. a)

If you are no longer in detail view of the transaction type, select your transaction type ZS## and choose Details. Enter the value ZTSRVH01 in the partner determination procedure field and the value ZTORGS01 (Service) in the Org Data Prof. field.

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

6.

Choose Save. a)

-

Task 4: In order to use the new transaction type, you must maintain item category determination. If you are entering a service item (SRVO), use item category ZSRP rather than one of your own item categories. For internal use by CSC only

Set up item category determination in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination a)

2.

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

Using Position, search for transaction type ZSE1 and item category group SRVO (Service Item). Select the line and choose Copy as…. a)

Choose Position... Transaction Type: ZSE1 Item Cat. Group: SRVO (Service Item) Choose ENTER. Select the row and choose Copy as....

3.

For internal use by CSC only

1.

Replace transaction type ZSE1 with your new transaction type ZS##. Choose Enter. a)

Transaction Type: ZS## Choose ENTER.

4.

Save your entries. a)

-

Task 5: Test your new transaction type by creating a service order of type ##Service order. 1.

Enter sold-to party ##Stockmann, the product with the number ##Repair and the quantity 1. Set the distribution lock status for this transaction. Change the status to Released. Continued on next page

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CR100

Save the transaction and note the number. ___________________ [Data sheet] a)

Choose Service Orders. Choose Create → Service Order.

Description:

Second Service Order ##

Sold-To Party:

##Stockmann

Distribution Lock

Set the indicator

Status

Released

For internal use by CSC only

For internal use by CSC only

Choose ##Service Order.

Assignment block Items. Product ID:

##Repair

Quantity:

2

Choose ENTER. Save the transaction and note the number. ___________________ [Data sheet]

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

Exercise 13: Implementing and Testing Copying Control – Sales Exercise Objectives

For internal use by CSC only

Business Example You want to use the quotation you created in a previous exercise as a basis for creating additional business transactions such as standard telesales order. To do this, you must be able to describe copying control in CRM and make the necessary entries.

Task: In order to use your new transaction type ZA## (##Quotation) productively (that is, in order to create follow-up transactions), you must make and check the entries that are needed for transaction types and item categories (at header and item level) in the copy control.

For internal use by CSC only

After completing this exercise, you will be able to: • Describe copying control for transaction types and item categories in CRM, and implement and test this • Create business transactions as copies or as follow-up transactions of already existing transactions

Hint: Use Business Role Sales Professional 1.

Try to create a sales order of the type Telesales as a follow-up transaction for the quotation of type ##Quotation you created in the previous exercise. Does the system allow you to do this? __________________________________________ Explain why. __________________________________________

2.

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZA## to the target transaction type TA exists. If not, add the missing entry.

3.

Test your settings and create a transaction of the type Telesales (TA) as a follow-up transaction for ##Quotation (ZA##). Continued on next page

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Unit 5: Transaction Processing

CR100

Note of the number. Hint: It is necessary to restart the application. ___________________ [Data sheet] 4.

Where can you find information about the transaction history?

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For internal use by CSC only

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

Solution 13: Implementing and Testing Copying Control – Sales Task:

For internal use by CSC only

Hint: Use Business Role Sales Professional 1.

Try to create a sales order of the type Telesales as a follow-up transaction for the quotation of type ##Quotation you created in the previous exercise. Does the system allow you to do this? __________________________________________ Explain why.

For internal use by CSC only

In order to use your new transaction type ZA## (##Quotation) productively (that is, in order to create follow-up transactions), you must make and check the entries that are needed for transaction types and item categories (at header and item level) in the copy control.

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Unit 5: Transaction Processing

CR100

__________________________________________ a)

Choose Sales Cycle. Choose Search → Quotations. Sold-To Party: ##Stockmann Choose Search.

For internal use by CSC only

Choose Create Follow-Up. A dialog box is displayed. No, it is not yet possible to create a follow-up transaction of the type Telesales. b)

Explain why. After a new transaction type has been set up, only transactions of type Activity (Appointment, E-Mail, Interaction Log, Task) can be created without entries having to be made in copy control. Hint: IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Activate Copying Control for Activities can be used to activate copying control for activities. Once the switch is set to On, it is only possible to create follow-up activities if copying control has been maintained.

For internal use by CSC only

When the search result is displayed, choose the hyperlink Quotation ID to go to the quotation’s details.

Entries in copy control are required for all other types of follow-up transaction. 2.

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZA## to the target transaction type TA exists.

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

If not, add the missing entry. a)

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZA## to the target transaction type TA exists.

For internal use by CSC only

Choose Position... Source transaction type: ZA## Choose ENTER. The system moves to a line that is alphabetically closest to the transaction type ZA##. No entry with your transaction type exists (yet). b)

Add the missing entry. Choose New Entries. Source transaction type: ZA## Target transaction type: TA Choose ENTER and save. Note: You do not have to make any additional settings because you do not use your own item category in ##Quotation, the transaction Telesales uses the standard item category TAN, and a copy control entry AGN → TAN already exists (SAP standard).

3.

For internal use by CSC only

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types

Test your settings and create a transaction of the type Telesales (TA) as a follow-up transaction for ##Quotation (ZA##). Note of the number. Hint: It is necessary to restart the application.

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Unit 5: Transaction Processing

CR100

___________________ [Data sheet] a)

Choose Sales Cycle. Choose Search → Quotations. Sold-To Party Name: ##Stockmann Choose Search.

For internal use by CSC only

Choose Create Follow-Up. A dialog box is displayed. Caution: There are two pages of transaction types available. Choose Sales Order (Telesales). In the Select Items dialog box, select the item(s) that you want to transfer. Choose Choose. Choose Save and note the transaction number. ___________________ [Data sheet] 4.

Where can you find information about the transaction history? Answer: The Transaction History assignment block contains information about preceding and succeeding documents.

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For internal use by CSC only

When the search result is displayed, choose the hyperlink to go to the quotation’s details.

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

Exercise 14: Implementing and Testing Copying Control – Service (Optional) Exercise Objectives

For internal use by CSC only

Business Example You want to use the quotation you created in a previous exercise as a basis for creating additional business transactions such as standard telesales order. To do this, you must be able to describe copying control in CRM and make the necessary entries.

Task: In order to use your new transaction type ZS## (##Service order) productively (that is, in order to create follow-up transactions), you must check and make the entries that are needed for transaction types and item categories (at header and item level) in copy control.

For internal use by CSC only

After completing this exercise, you will be able to: • Describe copying control for transaction types and item categories in CRM, and implement and test this • Create business transactions as copies or as follow-up transactions of already existing transactions

Hint: Use Business Role Service Professional 1.

Try to create a service confirmation of the type Confirmation (transaction type ZSEC) as a follow-up transaction for the ##Service order you created in the previous exercise. Does the system allow you to do this? _____________________________________________________________________ Explain why. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

2.

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZS## to the target transaction type ZSEC exists. Continued on next page

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Unit 5: Transaction Processing

CR100

Add the missing entry. 3.

Test your settings and create a transaction of the type Confirmation as a follow-up transaction for ZS## (##Service order). Make a note of the number. ___________________ [Data sheet]

4.

Where can you find information about the transaction history?

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For internal use by CSC only

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

Solution 14: Implementing and Testing Copying Control – Service (Optional) Task:

For internal use by CSC only

Hint: Use Business Role Service Professional 1.

Try to create a service confirmation of the type Confirmation (transaction type ZSEC) as a follow-up transaction for the ##Service order you created in the previous exercise. Does the system allow you to do this? _____________________________________________________________________ Explain why. _____________________________________________________________________ _____________________________________________________________________

For internal use by CSC only

In order to use your new transaction type ZS## (##Service order) productively (that is, in order to create follow-up transactions), you must check and make the entries that are needed for transaction types and item categories (at header and item level) in copy control.

Continued on next page

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Unit 5: Transaction Processing

CR100

_____________________________________________________________________ a)

Choose Service Orders. Choose Search → Service Orders. Business Partner ID: Search for the ID of your customer ##Stockmann Choose Search.

For internal use by CSC only

Choose Create Follow-Up. A dialog box is displayed but only activities can be created as follow-up documents. No, it is not yet possible to create a follow-up transaction of the type Confirmation. Explain why. After a new transaction type has been set up, only activities can be created without entries in copy control. Hint: IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Activate Copying Control for Activities can be used to activate copying control for activities. Once the switch is set to On, it is only possible to create follow-up activities if copying control has been maintained.

For internal use by CSC only

When the search result is displayed, choose the hyperlink to go to the details of your service order.

Copy control entries are required for all other types of follow-up transaction. 2.

In the Customizing activity Define Copying Control for Transaction Types, check whether the relevant entry for copying the source transaction type ZS## to the target transaction type ZSEC exists.

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

Add the missing entry. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types Choose Position...

Choose ENTER. The system moves to the line that is alphabetically closest to the transaction type ZS##. No entry with your transaction type exists (yet). Add the missing entry. Choose New Entries. Source transaction type: ZS## Target transaction type: ZSEC Choose ENTER and save. 3.

Test your settings and create a transaction of the type Confirmation as a follow-up transaction for ZS## (##Service order). Make a note of the number.

For internal use by CSC only

For internal use by CSC only

Source transaction type: ZS##

Continued on next page

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Unit 5: Transaction Processing

CR100

___________________ [Data sheet] a)

Choose Service Orders. Choose Search → Service Orders. Business Partner ID: ##Stockmann (Use F-4 Help) Choose Search.

For internal use by CSC only

Choose Create Follow-Up. A dialog box is displayed. As well as activity related transaction types , you now have the option to choose Service Confirmation → Confirmation. Choose Confirmation. In the Select Items dialog box, select the item(s) that you want to transfer. Choose Choose. Choose Save and note the transaction number. ___________________ [Data sheet] 4.

Where can you find information about the transaction history? Answer: The Transaction History assignment block contains information about preceding transactions and follow-up transactions.

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For internal use by CSC only

When the search result is displayed, choose the hyperlink to go to the details of your service order.

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CR100

Lesson: Transaction Types Item Categories and Item Category Determination

Lesson Summary You should now be able to: • Explain the concept of transaction types • Create a customer specific transaction type • Explain the concept of item categories • Describe copying control and related customizing settings. For internal use by CSC only

For internal use by CSC only

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Lesson: Basic Functions in Business Transactions Lesson Overview This lesson explains some basic functions available in business transactions. For internal use by CSC only

After completing this lesson, you will be able to: •

Configure the basic functions of business transactions

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

For internal use by CSC only

Lesson Objectives

Figure 71: Basic Functions in Business Transactions

Other basic functions are described during this course. These include: • • •

Partner processing Action processing Pricing

The following sales-specific functions are covered in more detail by the course CR300 “CRM Sales”: • • • •

202

Product substitution Free products Credit limit check Availability check (ATP check)

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Lesson: Basic Functions in Business Transactions

Figure 72: Texts/Notes in Transactions

You can maintain different notes for each business transaction. The first note can usually be created in the overview area of a business transaction. You can create texts and notes for several other objects in the SAP CRM system. These include: • • • • •

Business partners Products Product catalogs Billing documents (header and item) Texts can be maintained in different languages.

For internal use by CSC only

For internal use by CSC only

CR100

Figure 73: Text Determination Procedure

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Unit 5: Transaction Processing

CR100

According to your business scenario, you combine a number of text types in the text determination procedure. These texts are displayed automatically in transactions or can be entered manually. Text objects and text types are defined in Customizing: SAP Implementation Guide → Customer Relationship Management → Basic Functions→ Text Management → Define Text Objects and Text Types.

For internal use by CSC only

Figure 74: Date Management

For internal use by CSC only

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

Date management enables you to process as many dates as you wish in a document. It is used, for example, in contracts (for example, cancellation date, run time), activities (total duration of an activity) and quotations ('valid to' date). You can, however, also use it in any other transaction types. Dates are important for the correct processing of all business transactions. In global business processes that cover several countries and time zones, it is particularly necessary to have a date management system that can convert time zones and the factory calendar in documents of business partners involved in a transaction. The component Date Management enables you to process as many dates as you require in a document. You can either enter dates yourself, or, by using date rules, have the system calculate these. In Customizing, you can define date types, durations, and date rules to meet your requirements.

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Lesson: Basic Functions in Business Transactions

The component Date Management offers a flexible tool for defining dates and processing these in documents. It also provides the same interface for all CRM documents, as well as the same processing and controlling (Customizing) of dates. Date Management covers the following functions: •

For internal use by CSC only

By doing this, you avoid saving unnecessary date types on the database. The same applies for durations (for example, contract run time). To assign dates and durations to an item category, you group the date types and durations you want together in a date profile and assign this to a transaction type or an item type. •

You can calculate dates using predefined rules. In date rules, you can link whichever date types and durations you require, as well as other date rules, with each other so that you get calculation chains.

For internal use by CSC only

•

You can define dates (date types) and durations to meet your requirements. That means you can name the date types and durations according to your company terminology. For every transaction at the header and/ or item level, you can define which date type you need for the transaction, that is, which item type you need.

Figure 75: Date Profile

Date types are descriptions of business transaction dates, for example, start of contract, end of contract, date of signature. The duration is the period between two points in time. It consists of a numerical value and definable time unit. Date profiles, date types and date rules are defined in Customizing: SAP Implementation Guide → Customer Relationship Management → Basic Functions→ Date Management → Define Date Profile

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Figure 76: Status Management

System statuses: If a status profile (for the user status) is not assigned to a transaction type/item categories, system statuses are displayed in the application (in the transaction). In standard systems, some of the system statuses are not displayed in the CRM WebClient UI. The user only sees the statuses that are relevant to them. Other statuses that are required for the program flow are set but not always displayed.

For internal use by CSC only

For internal use by CSC only

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Data Types, Duration Types and Date Rules

User statuses: If a status profile (for the user status) is assigned to a transaction type/item categories, user statuses are displayed in the application (in the transaction). SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Status Management → Change Status Profile for User Status

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Lesson: Basic Functions in Business Transactions

Figure 77: Status Profile

User statuses are defined in a status profile. In status profiles you can do the following: • • •

Define the activation sequence of user statuses Define an initial status/start status Set a transaction status that is connected with the user status

You must assign at least one object type, such as the CRM order header, to the status profile.

For internal use by CSC only

For internal use by CSC only

CR100

Figure 78: Incompleteness Check

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CR100

You can make settings for the incompleteness check in business transactions. You can define when a business transaction in the system should be considered incomplete and what message type the system should issue during data processing. You can restrict the incompleteness check to individual transaction types and to individual business partners. The scope of the check can differ for each object. For example, the system checks different fields in a sales order than it checks in an opportunity. For internal use by CSC only

You can define the incompleteness check in Customizing. To do so, follow the Customizing path: SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check.

For internal use by CSC only

The report CRM_ORDER_INCOMP_CHECK can be used to select incomplete transactions.

Figure 79: Incompleteness Check: Customizing

To set up the incompleteness check, perform these steps: Define an incompleteness group for business transactions and items. Define an incompleteness check for business partners. In the business partner master data, assign the required business partners to the incompleteness group in the Sales Area Data on the Sales tab page. Assign transaction types to the incompleteness groups. In the incompleteness check, the same conditions are valid for all transaction types that are assigned the same incompleteness group.

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Lesson: Basic Functions in Business Transactions

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

For internal use by CSC only

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

2009

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For internal use by CSC only

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

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For internal use by CSC only

For internal use by CSC only

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CR100

Lesson: Basic Functions in Business Transactions

Exercise 15: Text Determination – Sales Exercise Objectives After completing this exercise, you will be able to: • Explain, implement and test text determination for transactions in CRM

For internal use by CSC only

You want to understand and create settings for the text determination for the transaction type you created in the last exercise. To do this, you analyze the existing text determination procedure and then make a number of changes in order to enter additional text data.

Task: Settings for text determination 1.

Which text determination procedure is used in transactions of the type ##Quotation (ZA##)?

2.

Take a look at the settings for this text determination procedure in Customizing. What text types are used in the underlying text determination procedure?

3.

What might be the source of the text data in the Header Note text type?

4.

Copy the text determination procedure ORDER001. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description.

For internal use by CSC only

Business Example

Also include the text type A003 (Preparation) in the text determination procedure. You can include sequence 0006 for this text type to avoid warning messages. Continued on next page

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Unit 5: Transaction Processing

CR100

5.

Assign the text determination procedure you created (ZTDP##) to your transaction type ZA## (##Quotation).

6.

Use the transaction type ZA## (##Quotation) to test whether the text determination procedure and the text type function correctly. Create a ##Quotation and ensure that the new text type is available in the Notes assignment block by creating a text of this type.

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For internal use by CSC only

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CR100

Lesson: Basic Functions in Business Transactions

Solution 15: Text Determination – Sales Task: Settings for text determination 1.

Which text determination procedure is used in transactions of the type ##Quotation (ZA##)?

For internal use by CSC only

2.

Take a look at the settings for this text determination procedure in Customizing. What text types are used in the underlying text determination procedure? a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure Select the text object CRM_ORDERH (Transaction Header) Double-click the Procedure entry in the structure tree. Select the entry ORDER001.

For internal use by CSC only

Answer: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types View the details of your transaction type ZA##. The transaction type uses the text determination procedure ORDER001.

Double-click the Definition of Procedure entry in the structure tree. The text types 0001 (Header Note), 1000 (Customer wishes), 0003 (Final note), 0002 (Internal note) and S001 (Problem Description) are used. 3.

What might be the source of the text data in the Header Note text type? Answer: Look at access 01 (Business partner text), which is assigned to text type 0001. In the details of the access sequence, you can see that it searches in the Correspondence text type of the business partner. If the business partner contains a text information, it can be copied to the header note of the business transaction.

4.

Copy the text determination procedure ORDER001. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description. Continued on next page

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Also include the text type A003 (Preparation) in the text determination procedure. You can include sequence 0006 for this text type to avoid warning messages. a)

Navigate to Procedure in the structure tree. Select the entry ORDER001 and choose Copy as… (

).

Text determination procedure: ZTDP## For internal use by CSC only

Choose ENTER: In the dialog box that appears, confirm that you want to copy all dependent entries. Select the newly created text determination procedure and choose Definition of Procedure. Also include the text type A003 (Preparation) in the text determination procedure. Select New Entries. Text Type: A003 Sequence: 0006. Hint: Confirm any warning message “Value should be numeric” using ENTER.

For internal use by CSC only

Dscrptn Proc.: ##Text determination procedure

Save your entries. 5.

Assign the text determination procedure you created (ZTDP##) to your transaction type ZA## (##Quotation). a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Change the details of your transaction type ZA##. Text determination procedure: ZTDP## Save your entries.

6.

Use the transaction type ZA## (##Quotation) to test whether the text determination procedure and the text type function correctly. Create a ##Quotation and ensure that the new text type is available in the Notes assignment block by creating a text of this type. a)

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Yes, the new text type can be used in transaction of type ##Quotation.

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Lesson: Basic Functions in Business Transactions

Exercise 16: Text Determination – Service (Optional) Exercise Objectives

Business Example You want to understand and create settings for the text determination for the transaction type you created in the last exercise. To do this, you analyze the existing text determination procedure and then make a number of changes in order to enter additional text data.

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For internal use by CSC only

For internal use by CSC only

After completing this exercise, you will be able to: • Explain, implement and test text determination for transactions in CRM

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Task:

1.

Which text determination procedure is used in transactions of the type ##Service order (ZS##)?

2.

Take a look at the settings for this text determination procedure in Customizing. What text types are used in the underlying text determination procedure?

3.

Is an access sequence assigned to one of the text types used?

4.

Copy the text determination procedure SRV00002. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description.

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For internal use by CSC only

Settings for text determination

Also include the text type C003 (Recomm. Solution) with sequence 0004 in the text determination procedure. 5.

Assign the text determination procedure you created, ZTDP##, to your transaction type ZS## (##Service order).

6.

Use the transaction type ZS## (##Service order) to test whether the text determination procedure and the text type work correctly. Create a ##Service order and ensure that the new text type is in the Notes assignment block by creating a text of this type.

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Lesson: Basic Functions in Business Transactions

Solution 16: Text Determination – Service (Optional) Task: Settings for text determination Which text determination procedure is used in transactions of the type ##Service order (ZS##)? Answer: SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types View the details of your transaction type ZS##. The transaction type uses the text determination procedure SRV00002. 2.

Take a look at the settings for this text determination procedure in Customizing. What text types are used in the underlying text determination procedure? Answer: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Text Management → Define Text Determination Procedure Select the text object CRM_ORDERH (Transaction Header) Double-click the Procedure entry in the structure tree. Select the entry SRV00002. Double-click the Definition of Procedure entry in the structure tree. The text types S001 (Problem Description), S002 (Internal note) and S003 (Footer text) are used.

3.

For internal use by CSC only

For internal use by CSC only

1.

Is an access sequence assigned to one of the text types used? Answer: No, an access sequence was not assigned to any of the text types.

4.

Copy the text determination procedure SRV00002. Enter ZTDP## as the text determination procedure ID and ##Text Determination Procedure as the description.

Continued on next page

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Also include the text type C003 (Recomm. Solution) with sequence 0004 in the text determination procedure. a)

Navigate to Procedure in the structure tree. Select the entry SRV00002 and choose Copy as….

For internal use by CSC only

For internal use by CSC only

Caution: Whenever a Warning message Value should be numeric is displayed, use ENTER to confirm these messages. Text determination procedure: ZTDP## Dscrptn Proc.: ##Text determination procedure Choose ENTER In the dialog box that appears, confirm that you want to copy all dependent entries. Select the newly created text determination procedure and choose Definition of Procedure. Also include the text type C003 (Recomm. Solution) in the text determination procedure. Choose New Entries. Text Type: C003 Sequence: 0004 Save your entries. 5.

Assign the text determination procedure you created, ZTDP##, to your transaction type ZS## (##Service order). a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Change the details of your transaction type ZS##. Text determination procedure: ZTDP## Save your entries.

6.

Use the transaction type ZS## (##Service order) to test whether the text determination procedure and the text type work correctly. Create a ##Service order and ensure that the new text type is in the Notes assignment block by creating a text of this type. a)

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Yes, the new text type can be used in transactions of type ##Service order.

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CR100

Lesson: Basic Functions in Business Transactions

Exercise 17: Incompleteness – Sales Exercise Objectives After completing this exercise, you will be able to: • Explain, implement and test incompleteness for transactions in CRM

For internal use by CSC only

You want to create a new incompleteness procedure for your transaction type ZA##, ##Quotation. The transaction shall be classified as incomplete if the external reference is missing.

Task: You want to ensure that the external reference field is maintained in sales transaction ZA##. You want an error message to be displayed if no data is entered for the field. Create the incompleteness group ZG## with the description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description IC Procedure ##. 1.

Define the incompleteness group ZG##. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures

2.

Assign the incompleteness group to your transaction type ZA##.

3.

Create incompleteness procedure ZP## with the description IC Procedure ##.

4.

Enter the details for the incompleteness procedure and define the field as External Reference so that a warning is displayed if it is not filled. Save your data.

For internal use by CSC only

Business Example

Note: Use the object name SALES and the field name PO_NUMBER_SOLD. In the CRM WebClient application you can use the F2 key in order to get technical information. 5.

Create an Incompleteness Procedure Determination. Enter ZG## in the Incompleteness Group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field. Continued on next page

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6.

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See if your incompleteness procedure works properly. Create a new quotation of type ##Quotation. Is a warning message displayed?

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For internal use by CSC only

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Lesson: Basic Functions in Business Transactions

Solution 17: Incompleteness – Sales Task:

For internal use by CSC only

1.

Define the incompleteness group ZG##. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedure In the dialog structure, go to Incompleteness Group: Transaction/Item Choose New Entries. Create incompleteness group ZG## with the description IC Group ##. Save your entries.

2.

For internal use by CSC only

You want to ensure that the external reference field is maintained in sales transaction ZA##. You want an error message to be displayed if no data is entered for the field. Create the incompleteness group ZG## with the description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description IC Procedure ##.

Assign the incompleteness group to your transaction type ZA##. a)

Assignment: TransactionType - Incompleteness Group Search for your transaction type ZA## and assign it incompleteness group ZG##.

3.

Create incompleteness procedure ZP## with the description IC Procedure ##. a)

In the dialog structure, go to Incompleteness Procedure Choose New Entries. Create incompleteness procedure ZP## with the description IC Procedure ##.

Continued on next page

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4.

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Enter the details for the incompleteness procedure and define the field as External Reference so that a warning is displayed if it is not filled. Save your data. Note: Use the object name SALES and the field name PO_NUMBER_SOLD.

a) Note: To see the field name, click the field, choose F1 help, and choose Technical Information. The field name is displayed in the Field Data area. In the dialog structure, go to Incompleteness Procedure: Detail, choose New Entries and enter the following: Object Name:

SALES

Field Name:

PO_NUMBER_SOLD

Relevance:

Header

Message Category:

Warning

Business Transaction:

INC1

Save your entries. 5.

For internal use by CSC only

For internal use by CSC only

In the CRM WebClient application you can use the F2 key in order to get technical information.

Create an Incompleteness Procedure Determination. Enter ZG## in the Incompleteness Group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field. a)

In the dialog structure, go to Incompleteness Procedure: Determination, choose New Entries and enter the following: Incompleteness Group: Transact.:

ZG##

Procedure:

ZP##

Save your settings.

Continued on next page

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CR100

Lesson: Basic Functions in Business Transactions

6.

See if your incompleteness procedure works properly. Create a new quotation of type ##Quotation. Is a warning message displayed? a)

Yes, a warning message is displayed if the field External Reference is not filled. Hint: In SAP GUI you can use the report CRM_ORDER_INCOMP_CHECK to select incomplete business transactions.

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For internal use by CSC only

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For internal use by CSC only

For internal use by CSC only

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Lesson: Basic Functions in Business Transactions

Exercise 18: Incompleteness – Service (Optional) Exercise Objectives

Business Example You want to create a new incompleteness procedure for your transaction type ZS##, ##Service order. The transaction shall be classified as incomplete if the external reference is missing.

Task: You want to ensure that the external reference field is maintained in service transaction ZS##. You want an error message to be displayed if no data is entered for the field. Create the incompleteness group ZG## with the description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description IC Procedure ##. 1.

Define the incompleteness group ZG##. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures

2.

Assign the incompleteness group to your transaction type ZS##.

3.

Create incompleteness procedure ZP## with the description IC Procedure ##.

4.

Enter the details for the incompleteness procedure and define the field as External Reference so that a warning is displayed if it is not filled. Save your data.

For internal use by CSC only

For internal use by CSC only

After completing this exercise, you will be able to: • Explain, implement and test incompleteness for transactions in CRM

Note: Use the object name SALES and the field name PO_NUMBER_SOLD. In the CRM WebClient UI application you can use the F2 key in order to get technical information.

Continued on next page

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5.

Create an Incompleteness Procedure Determination. Enter ZG## in the Incompleteness Group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field.

6.

See if your incompleteness procedure works properly. Create a new quotation of type ##Quotation. Is a warning message displayed?

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For internal use by CSC only

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Lesson: Basic Functions in Business Transactions

Solution 18: Incompleteness – Service (Optional) Task:

For internal use by CSC only

1.

Define the incompleteness group ZG##. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Incompleteness Check → Define Incompleteness Procedures In the dialog structure, go to Incompleteness Group: Transaction/Item Choose New Entries. Create incompleteness group ZG## with the description IC Group ##.

For internal use by CSC only

You want to ensure that the external reference field is maintained in service transaction ZS##. You want an error message to be displayed if no data is entered for the field. Create the incompleteness group ZG## with the description IC Group ## for your transaction. Maintain the incompleteness procedure ZP## with the description IC Procedure ##.

Save your entries. 2.

Assign the incompleteness group to your transaction type ZS##. a)

Assignment: Transaction Type - Incompleteness Group Search for your transaction type ZS## and assign incompleteness group ZG## to it.

3.

Create incompleteness procedure ZP## with the description IC Procedure ##. a)

In the dialog structure, go to Incompleteness Procedure. Choose New Entries. Create incompleteness procedure ZP## with the description IC Procedure ##.

Continued on next page

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Unit 5: Transaction Processing

4.

CR100

Enter the details for the incompleteness procedure and define the field as External Reference so that a warning is displayed if it is not filled. Save your data. Note: Use the object name SALES and the field name PO_NUMBER_SOLD.

a)

In the dialog structure, go to Incompleteness Procedure: Detail, choose New Entries and enter the following: Object Name:

SALES

Field Name:

PO_NUMBER_SOLD

Relevance:

Header

Message Category:

Warning

Business Transaction:

INC1

Save your entries. 5.

Create an Incompleteness Procedure Determination. Enter ZG## in the Incompleteness Group: Transact field (incompleteness for transaction type) and leave the field for the business partner blank. Enter ZP## in the Procedure field. a)

6.

In the dialog structure, go to Incompleteness Procedure: Determination, choose New Entries and enter the following: Incompleteness Group: Transact.:

ZG##

Procedure:

ZP##

For internal use by CSC only

For internal use by CSC only

In the CRM WebClient UI application you can use the F2 key in order to get technical information.

See if your incompleteness procedure works properly. Create a new quotation of type ##Quotation. Is a warning message displayed? a)

Yes, a warning message is displayed if the field External Reference is not filled. Hint: In SAP GUI you can use the report CRM_ORDER_INCOMP_CHECK to select incomplete business transactions.

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Lesson: Basic Functions in Business Transactions

Lesson Summary You should now be able to: • Configure the basic functions of business transactions

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For internal use by CSC only

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Unit Summary

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Unit Summary

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You should now be able to: • Give examples of the different CRM business transactions • Describe the structure of business transactions • Explain the concept of transaction types • Create a customer specific transaction type • Explain the concept of item categories • Describe copying control and related customizing settings. • Configure the basic functions of business transactions

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For internal use by CSC only

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For internal use by CSC only

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Unit 6 Unit Overview Unit Objectives After completing this unit, you will be able to: • • • •

Define activities and activity management Configure a transaction type for activities Describe the survey integration Describe groupware integration

Unit Contents Lesson: Overview of Activity Management ..................................232 Exercise 19: Activities .....................................................235 Lesson: Customizing Activities and Special Activity Functions ...........238 Exercise 20: Activities and Related Customizing – Sales ............247 Exercise 21: Activities and Related Customizing – Service (Optional) ....................................................................255

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For internal use by CSC only

Activity Management

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Unit 6: Activity Management

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Lesson: Overview of Activity Management Lesson Overview This lesson provides a brief overview of activity management.

Lesson Objectives For internal use by CSC only

•

Define activities and activity management

Business Example Activity Management is an important part of Customer Relationship Management. It manages all activities in which your employees are involved. Data saved in an activity is always an important source of information to which all relevant employees need access.

For internal use by CSC only

After completing this lesson, you will be able to:

Figure 80: Types of Activity

Activity Management is an integral part of Customer Relationship Management (CRM) and administers all activities undertaken by the employees of your company. Any data saved in an activity is an important source of information that needs to be accessed by all relevant employees. You can use Activity Management at any time during the CRM life cycle. Activities such as interaction logs and appointments keep a record of any interaction that has taken place between your company and its customers. Tasks provide a way for your employees to manage their own workload and to record

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Lesson: Overview of Activity Management

reminders. You can mark appointments, interaction logs and tasks as private. Thus, everything undertaken by employees within a department or company can be managed quickly and easily in one transaction. Activities can be created as subsequent documents for a wide variety of other business transactions, such as opportunities, leads, sales orders, or contracts. Activities might be telephone calls, customer visits, general preparatory tasks, reminders of appointments (private and business-related), and so on. For internal use by CSC only

• • • •

Appointments Interaction Logs E-Mails Tasks

From a technical point of view, there are two leading business transaction categories for activities: • •

A Business Activity contains information about the interaction with the business partner on a particular date. A Task contains information about the activities that one or more employees have to complete by a particular date.

For internal use by CSC only

In the CRM WebClient UI there are four different kinds of activities available:

Figure 81: Structure of Activities

Activities are used to record business activities and tasks such as activities that are carried out on behalf of the company. A business activity must have a partner, a start date and a finish date.

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Unit 6: Activity Management

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You use tasks when you want to create an activity that is not associated with a particular account. Like interactions, tasks can be public or private and can cover a wide range of possibilities, for example, the preparation of a customer presentation, or a reminder to buy a birthday card. If you mark a task as private, it cannot be viewed by other users. The category that is assigned to the activity (transaction type) determines where this activity can be created in the application. For example, For internal use by CSC only

The Class Interaction Log is assigned to the Category 202 (Incoming Call). The application displays the transaction “Outgoing Phone Call” if the employee chooses Create → Interaction Log.

For internal use by CSC only

The Category 202 (Incoming Call) is assigned to the Transaction Type 0003 (Outgoing Phone Call).

Figure 82: Activities in the CRM WebClient UI

In the CRM WebClient UI different applications for different types of activities are available. For example, both Appointment and E-Mail technically are Business Activities, but they look differently when created in the CRM WebClient UI. This slide shows the Activities work center of the Sales Professional (SALESPRO).

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Lesson: Overview of Activity Management

Exercise 19: Activities Exercise Objectives After completing this exercise, you will be able to: • understand the idea of CRM Activities

For internal use by CSC only

You would like to better understand CRM activities.

Task: Please answer the following questions. 1.

An E-Mail activity and an Interaction Log activity refer to different leading transaction categories. Determine whether this statement is true or false.

□ □ 2.

True False

Transaction type customizing indirectly controls which application must be used to create this type of activity. Determine whether this statement is true or false.

□ □

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True False

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Business Example

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Unit 6: Activity Management

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Solution 19: Activities Task: Please answer the following questions. 1.

An E-Mail activity and an Interaction Log activity refer to different leading transaction categories.

For internal use by CSC only

Both activites are of the same kind: Business Activity. 2.

Transaction type customizing indirectly controls which application must be used to create this type of activity. Answer: True Via transaction type entry "Category" it can be controlled if a transaction type belongs to one of the four categories "E-Mail", "Interaction Log", "Appointment" or "Task".

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Answer: False

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Lesson: Overview of Activity Management

Lesson Summary You should now be able to: • Define activities and activity management

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For internal use by CSC only

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Unit 6: Activity Management

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Lesson: Customizing Activities and Special Activity Functions Lesson Overview For internal use by CSC only

For internal use by CSC only

This lesson goes into details of customizing activities and explains some key integration points (eg. with survey tool and groupware).

Lesson Objectives After completing this lesson, you will be able to: • • •

Configure a transaction type for activities Describe the survey integration Describe groupware integration

Business Example You need to understand the customizing settings necessary to adapt activity transaction types to your needs.

Figure 83: Customizing Activities

Activities are CRM business transactions and are controlled using transaction types.

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Lesson: Customizing Activities and Special Activity Functions

There are transaction settings that are activity-specific such as Categories, Goals, Priorities, and Activity Reasons. SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities

For internal use by CSC only

Figure 84: Follow-Up Activities

For internal use by CSC only

If required, product entries can be allowed in activities. Therefore you define Activity Journals. Activity-specific item categories like ACT, ACT0 or ACT1 are needed for this.

You can copy an existing business transaction and use it as the basis for a subsequent transaction. You then have two options: • •

2009

Create a follow-up transaction. Copy a business transaction. In this case, the system creates a copy of the transaction currently in use and displays it for processing. When the copied transaction is saved, the transaction history is not updated, that is, the copied transaction has no connection to the reference document.

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Unit 6: Activity Management

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Copy control Customizing is not required to create a follow-up transaction. Hint: It is possible to reduce the number of available transaction types when creating a follow-up activity. Therefore use SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Activate Copying Control for Activities For internal use by CSC only

When you copy an activity, the system produces a copy of the activity you requested and displays it for processing. When the copied transaction is saved, the transaction history is not updated, that is, the copied process does not have a reference to the reference document.

For internal use by CSC only

Once this setting a made, only the transaction types maintained in Copying Control are available!

Figure 85: The Survey Suite

The Questionnaire in the activity is based on the Survey Tool. You can use the questionnaire for all question and answer formats that help maintain your customer relationships. The following examples show how the questionnaire can be used: • • •

240

A telephone call script that leads you through the conversation with the customer A customer feedback form Sales call reports for your sales employees

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CR100

Lesson: Customizing Activities and Special Activity Functions

You can assign more than one survey to a transaction, for example, leads, opportunities, activities and framework agreements. You can assign surveys at item and header level. This allows you to assign surveys more flexibly, for example, depending on the organizational unit, phase or product. Surveys can also be evaluated in the SAP CRM system.

For internal use by CSC only

Questionnaires are also used for other types of transactions, for example for Leads, Opportunities and In-house Repair orders.

For internal use by CSC only

You can find the Customizing settings in the IMG under SAP Customizing Implementation Guide → Customer Relationship Management Transactions → Settings for Activities → Questionnaires.

Figure 86: Activity Journals

The information in the activity journal may or may not be product-related. An activity journal can contain the following information: • • •

Type and number of products discussed with customers or samples handed out to customers, for example, in the pharmaceuticals industry Position of products in store, for example, whether they are placed on the promotional shelf, at the check-out or near the store entrance Customer feedback.

The information gathered in activity journals can be used to: • • •

2009

Track the distribution of samples in the pharmaceuticals industry Analyze sales data, for example, number of products handed out to customers Track the progress of your sales team, for example, the number of discussions held with customers and the result of these discussions

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Unit 6: Activity Management

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To enable product entries in activities, you must make entries in the Customizing activity for the item category determination. You may define additional fields for activity journals.

Figure 87: Integration of the Calendar - Integration of Client's Groupware

You can use the calendar to create activities, for example, private or public appointments. You can also display your colleague's appointments by displaying their calendars. You can

For internal use by CSC only

For internal use by CSC only

Examples: transaction type 0020; item categories ACT, ACT0 and ACT1

Toggle between a monthly, weekly, or daily view of the calendar and display a day by clicking on it in the month thumbnail Click on appointments and contacts to view the details Create appointments by choosing a cell in the calendar. Move appointments or other activities by using the drag and drop function. Print the calendar in the view that is currently displayed. Open colleagues' calendars. You can see all your colleague's appointments except for private ones. You require authorization from system administration to view a calendar. Display and edit open tasks.

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CR100

Lesson: Customizing Activities and Special Activity Functions

You can synchronize CRM activities with groupware calendars so that CRM business activities are displayed in other applications such as Microsoft Outlook. This is an additional function to synchronizing normal appointments from the SAP calendar. Hint: With EhP1 for SAP CRM 7.0 it is possible to enable the automatic synchronization. For internal use by CSC only

Another new feature are server synchronization profiles. They are used to keep more control over the client application by defining which local settings are defaulted, are allowed to be changed locally or are disabled for changing by the local user. For every synchronization run the client application checks for a valid profile and eventually applies it before synchronizing the data. That allows running the client-based groupware integration with low TCO. For more information see SAP Customizing Implementation Guide → CRM Middleware and Related Components → Client-Based Groupware Integration For successfully using the client-based groupware integration the following prerequisites must be fulfilled: • • •

the SAP CRM Replication Tool must be installed on the local PC the appropriate Groupware Client API must be available on the system the collaborative data objects (CDO) API library needs to be installed locally (not part of Outlook Installation 2007).

For internal use by CSC only

Every user can precisely define the time frame for automatic synchronization. The data conflict handling privilege for the automatic synchronization can be defined independent from the standard conflict handling.

For more information on Client-Based Groupware Integration in general see the Online Documentation http://help.sap.comSAP Business Suite → SAP Customer Relationship Management → EhP1 for SAP CRM 7.0 → Application Help (English) → SAP Customer Relationship Management → Data Exchange an Mobile Technologies → CRM Integration Services → Groupware Integration Guide → Client-Based Groupware Integration

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Figure 88: Groupware Integration on Servers

Using server-based Groupware integration, you can exchange data such as business partner data and CRM activities (appointments and tasks) between the CRM server and a Groupware server. CRM Middleware provides a framework, using the Groupware Adapter, that facilitates the seamless integration of the CRM server with the Groupware server. You can integrate CRM activity management with groupware applications (Microsoft Outlook and Lotus Notes). This means that you can synchronize business activities and tasks in your CRM calendar and groupware calendar. Data is exchanged in both directions. This means that you can display activities and the corresponding data that you have maintained in the CRM system (such as date, time, location and business partners involved) in your own office management system, and vice versa. This allows you to work more quickly and effectively because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks.

For internal use by CSC only

For internal use by CSC only

Unit 6: Activity Management

Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background, without having to be triggered by the user. The Groupware Adapter on the CRM server supports the conversion of messages. It is based on the SyncPoint technology. BDoc messages are converted to standard Groupware formats (iCalendar and vCard). For this, a mapping framework is used that comprises the MapBox and the payload interface (a SOAP-based messaging interface for the exchange of data between the CRM server and the Groupware connector). iCalendar and vCard are the Internet standards for the display of Groupware calendar objects or Groupware contacts. Predefined mappings are delivered for Groupware integration. The SAP Groupware connector executes message synchronization between the CRM server and the Groupware server. A messaging interface is used here, based on XML-SOAP.

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Lesson: Customizing Activities and Special Activity Functions

For more detailed information on data exchange options refer to the Online Help.http://help.sap.comSAP Business Suite → SAP Customer Relationship Management → EhP1 for SAP CRM 7.0 → Application Help (English) → SAP Customer Relationship Management → Data Exchange an Mobile Technologies → CRM Integration Services → Groupware Integration Guide → Server-Based Groupware Integration

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For internal use by CSC only

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For internal use by CSC only

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CR100

Lesson: Customizing Activities and Special Activity Functions

Exercise 20: Activities and Related Customizing – Sales Exercise Objectives

For internal use by CSC only

Business Example You want to become more familiar with the activity maintenance in the CRM system for your trade fair business. You set up a new transaction type of the type trade fair activities and familiarize yourself with a number of functions in the activity maintenance.

Task 1: For the customer visits that result from the trade fair activities, you set up a separate Trade Fair Activity in the system as a new transaction type with certain default values. 1.

In Customizing, maintain the new goal Z## with the description ##Trial Order. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities

2.

In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class.

3.

Copy the existing transaction type 0001 (Interaction Log), and enter ZB## as the transaction type and ##Trade Fair Visit as the name and long description.

For internal use by CSC only

After completing this exercise, you will be able to: • Create a new transaction type for activities • Create and edit an activity and follow-up activity

Assign the organizational data profile ZORGPROF## and the action profile ACTIVITY to the new transaction type. In the Customizing header area, assign your new goal ##Trial Order (ZB##), your new category ##Appointment (Y##) and set the priority to High. A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. 4.

Now test the new transaction type by creating an activity of the type ##Trade Fair Visit for a week from today, 2.00-3.00 p.m. Continued on next page

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Use First ##Visit after trade fair as the description and ##Stockmann as the account. Check whether the system’s default entries for priority and goal are correct. Can you make the activity private? ___________________________________________________________________

For internal use by CSC only

__________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________

Task 2: Create a follow-up activity with questionnaire support. 1.

With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of type Survey Activity. Use Survey of ##Stockmann as the description and choose a suitable date in the future. Fill out the survey. Save the activity and make a note of the number.

For internal use by CSC only

Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user.

___________________ [Data sheet]

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CR100

Lesson: Customizing Activities and Special Activity Functions

Solution 20: Activities and Related Customizing – Sales Task 1:

1.

In Customizing, maintain the new goal Z## with the description ##Trial Order. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Goals Choose New Entries. Target:

Z##

Description:

##Trial Order

Save your entries and choose back twice to return to the IMG menu. 2.

In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class. a)

For internal use by CSC only

For internal use by CSC only

For the customer visits that result from the trade fair activities, you set up a separate Trade Fair Activity in the system as a new transaction type with certain default values.

SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Categories Choose New Entries. Category:

Y##

Description:

##Appointment

Class:

Appointment

Save your entries. 3.

Copy the existing transaction type 0001 (Interaction Log), and enter ZB## as the transaction type and ##Trade Fair Visit as the name and long description. Continued on next page

2009

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Unit 6: Activity Management

CR100

Assign the organizational data profile ZORGPROF## and the action profile ACTIVITY to the new transaction type. In the Customizing header area, assign your new goal ##Trial Order (ZB##), your new category ##Appointment (Y##) and set the priority to High.

For internal use by CSC only

For internal use by CSC only

Continued on next page

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CR100

Lesson: Customizing Activities and Special Activity Functions

A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Transaction Type:

ZB##

Short Description:

##Trade Fair Visit

Long Description:

##Trade Fair Visit

Choose ENTER to execute copying and confirm the dialog box. Assign the organizational data profile ZORGPROF## and the action profile ACTIVITY to the new transaction type. Select the new transaction type and choose Details.

b)

Organizational Data Profile:

ZORGPROF##

Action Profile:

ACTIVITY

In the Customizing header area, assign your new goal ##Trial Order (ZB##), the new category ##Appointment (Y##) and set the priority to High.

For internal use by CSC only

For internal use by CSC only

Select transaction type 0001 (Interaction Log) and choose Copy as….

In the dialog structure, double-click Assignment of Business Transaction Categories. Select the Business Activity transaction category and double-click Customizing header in the dialog structure. Category:

##Appointment

Goal:.

##Trial Order

Save your settings. c)

A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. The default settings of the indicators already meet your requirements.

Continued on next page

2009

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Unit 6: Activity Management

4.

CR100

Now test the new transaction type by creating an activity of the type ##Trade Fair Visit for a week from today, 2.00-3.00 p.m. Use First ##Visit after trade fair as the description and ##Stockmann as the account. Check whether the system’s default entries for priority and goal are correct. Can you make the activity private?

For internal use by CSC only

Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user. __________________________________________________________________________ __________________________________________________________________________

For internal use by CSC only

___________________________________________________________________

Continued on next page

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CR100

Lesson: Customizing Activities and Special Activity Functions

__________________________________________________________________________ a)

Choose Activities. Choose Create → Appointment.

Description:

First ##Visit after trade fair

Account:

##Stockmann

Start Date/Time:

one week from today: 14:00

End Date/Time:

one week from today: 15:00

Check whether the system’s default entries for priority and goal are correct. The fields are displayed and prefilled in the Appointment: Details assignment block. Note: In standard SAP systems, the Goal field is not displayed in the user interface. b)

Can you make the activity private? No. The indicator is grayed-out because of the default setting and is not ready for input. Save the activity.

c)

For internal use by CSC only

For internal use by CSC only

Choose ##Trade Fair Visit.

Can you find the activity in the calendar of the employee responsible? Choose Calendar. Choose Week. Choose Next Week. The appointment is displayed.

Task 2: Create a follow-up activity with questionnaire support. 1.

With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of type Survey Activity. Use Survey of ##Stockmann as the description and choose a suitable date in the future. Fill out the survey. Save the activity and make a note of the number. Continued on next page

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Unit 6: Activity Management

CR100

___________________ [Data sheet] a)

Use Survey of ##Stockmann as the description and choose a suitable date in the future. Find the activity that you created using the calendar entry (for example). Choose More → Follow-Up.

Description:

Survey of ##Stockmann

Start date:

Two weeks from today

Time From/To:

10:00 10:10

For internal use by CSC only

For internal use by CSC only

Choose Interaction Log - Survey Activity.

Fill out the survey. Open the Questionnaires assignment block. Choose Action Edit. Fill out the survey with answers of your choice. Choose Save to save the survey. Choose Back. Choose Save to save the activity.

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CR100

Lesson: Customizing Activities and Special Activity Functions

Exercise 21: Activities and Related Customizing – Service (Optional) Exercise Objectives

For internal use by CSC only

Business Example You want to become more familiar with the activity maintenance in the CRM system for your trade fair business. You set up a new transaction type of the type trade fair activities and familiarize yourself with a number of functions in the activity maintenance.

Task 1: For the customer visits that result from the trade fair activities, you set up a separate Trade Fair Activity in the system as a new transaction type with certain default values. 1.

In Customizing, maintain the new goal Z## with the description ##Trial Order.

2.

In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class.

3.

Copy the existing transaction type 0001 (Interaction Log), and enter ZB## as the transaction type and ##Trade Fair Visit as the name and long description.

For internal use by CSC only

After completing this exercise, you will be able to: • Create a new transaction type for activities • Create and edit an activity and follow-up activity

Assign the organizational data profile ZORGPROF## and the action profile ACTIVITY to the new transaction type. In the Customizing header area, assign your new goal ##Trial Order (ZB##) to the new category ##Appointment (Y##) and set the priority to High. A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. 4.

Now test the new transaction type by creating an activity of the type ##Trade Fair Visit for a week from today, 2.00-3.00 p.m. Use First ##Visit after trade fair as the description and ##Stockmann as the account. Check whether the system’s default entries for priority and goal are correct. Continued on next page

2009

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Unit 6: Activity Management

CR100

Can you make the activity private? ___________________________________________________________________ Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user. __________________________________________________________________________ For internal use by CSC only

__________________________________________________________________________

Task 2: Create a follow-up activity with questionnaire support. 1.

With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of typeSurvey Activity. Use Survey of ##Stockmann as the description and choose a suitable date in the future. Fill out the survey. Save the activity and make a note of the number. ___________________ [Data sheet]

256

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For internal use by CSC only

__________________________________________________________________________

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CR100

Lesson: Customizing Activities and Special Activity Functions

Solution 21: Activities and Related Customizing – Service (Optional) Task 1:

1.

In Customizing, maintain the new goal Z## with the description ##Trial Order. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Goals Choose New Entries. Target:

Z##

Description:

##Trial Order

Save your entries and choose back twice to return to the IMG menu. 2.

In Customizing, define the new category Y## with the description ##Appointment for the activities and assign it the Appointment class. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Activities → Maintain Categories, Goals and Priorities → Maintain Categories

For internal use by CSC only

For internal use by CSC only

For the customer visits that result from the trade fair activities, you set up a separate Trade Fair Activity in the system as a new transaction type with certain default values.

Choose New Entries. Category:

Y##

Description:

##Appointment

Class:

Appointment

Save your entries. 3.

Copy the existing transaction type 0001 (Interaction Log), and enter ZB## as the transaction type and ##Trade Fair Visit as the name and long description. Assign the organizational data profile ZORGPROF## and the action profile ACTIVITY to the new transaction type. In the Customizing header area, assign your new goal ##Trial Order (ZB##) to the new category ##Appointment (Y##) and set the priority to High. Continued on next page

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Unit 6: Activity Management

CR100

A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Transaction Type:

ZB##

Short Description:

##Trade Fair Visit

Long Description:

##Trade Fair Visit

Choose ENTER to execute copying and confirm the dialog box. Assign the organizational data profile ZORGPROF## and the action profile ACTIVITY to the new transaction type. Select the new transaction type and choose Details.

b)

Organizational Data Profile:

ZORGPROF##

Action Profile:

ACTIVITY

In the Customizing header area, assign your new goal ##Trial Order (ZB##), the new category ##Appointment (Y##) and set the priority to High.

For internal use by CSC only

For internal use by CSC only

Select transaction type 0001 (Interaction Log) and choose Copy as….

In the dialog structure, double-click Assignment of Business Transaction Categories. Select the Business Activity transaction category and double-click Customizing header in the dialog structure.

c)

Category

##Appointment

Goal:.

##Trial Order

A ##Trade Fair Visit should be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set and check the corresponding indicators. The default settings of the indicators already meet your requirements.

4.

Now test the new transaction type by creating an activity of the type ##Trade Fair Visit for a week from today, 2.00-3.00 p.m. Continued on next page

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CR100

Lesson: Customizing Activities and Special Activity Functions

Use First ##Visit after trade fair as the description and ##Stockmann as the account. Check whether the system’s default entries for priority and goal are correct. Can you make the activity private? ___________________________________________________________________

For internal use by CSC only

For internal use by CSC only

Can you find the activity in the calendar of the sales representative or employee responsible? Both partners should contain employee names that are assigned your CRM logon user.

__________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ a)

Choose Service Operations. This is optional because you can also use the quick creation entries in the navigation bar. Choose Create → Appointment. Description:

First ##Visit after trade fair

Account:

##Stockmann

Start Date/Time:

one week from today: 14:00

End Date/Time:

one week from today: 15:00

Check whether the system’s default entries for priority and goal are correct. The fields are displayed and prefilled in the Appointment Details assignment block. Note: In standard SAP systems, the Goal field is not displayed in the user interface. b)

Can you make the activity private? No. The indicator is grayed-out because of the default setting and is not ready for input.

c)

Can you find the activity in the calendar of the employee responsible? Choose Calendar. Choose Week. Choose Next Week. The appointment is displayed. Continued on next page

2009

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Unit 6: Activity Management

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Task 2: Create a follow-up activity with questionnaire support. 1.

With respect to your newly created ##Trade Fair Visit activity, create a follow-up activity of typeSurvey Activity. Use Survey of ##Stockmann as the description and choose a suitable date in the future.

For internal use by CSC only

Save the activity and make a note of the number. ___________________ [Data sheet] a)

Use Survey of ##Stockmann as the description and choose a suitable date in the future. Find the activity that you created using the calendar entry (for example). Choose More → Follow-Up. Choose Survey Activity. Description:

Survey of ##Stockmann

Start date:

Two weeks from today

Time From/To:

10:00 10:10

Fill out the survey.

For internal use by CSC only

Fill out the survey.

Open the Questionnaires assignment block. Choose Action Edit to fill out the survey. Fill out the survey with answers of your choice. Choose Save to save the survey. Choose Back. Choose Save to save the activity.

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Lesson: Customizing Activities and Special Activity Functions

Lesson Summary You should now be able to: • Configure a transaction type for activities • Describe the survey integration • Describe groupware integration

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For internal use by CSC only

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Unit Summary

CR100

Unit Summary You should now be able to: • Define activities and activity management • Configure a transaction type for activities • Describe the survey integration • Describe groupware integration For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

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Unit 7 Unit Overview Unit Objectives After completing this unit, you will be able to: • • •

Explain the options and functions associated with partner processing in business transactions Create a partner determination procedure in Customizing Describe access sequences, create them in Customizing and use them in the partner determination procedure

Unit Contents Lesson: Overview of Partner Processing ....................................264 Exercise 22: Partner Processing .........................................267 Lesson: Customizing Partner Processing ...................................270 Exercise 23: Analyze and Set Up Partner Processing – Sales.......275 Exercise 24: Analyze and Set Up Partner Processing – Service (Optional) ...................................................................285

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For internal use by CSC only

For internal use by CSC only

Partner Processing

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Unit 7: Partner Processing

CR100

Lesson: Overview of Partner Processing Lesson Overview This lesson gives a brief overview of partner processing in business transactions.

Lesson Objectives For internal use by CSC only

•

Explain the options and functions associated with partner processing in business transactions

Business Example In transaction processing, you want to ensure that the business partners involved in a transaction are automatically determined by the system.

For internal use by CSC only

After completing this lesson, you will be able to:

Figure 89: Partner Processing: Motivation

Partner processing controls how the system works with business partners in transactions. It ensures the accuracy of partner data in transactions by applying rules you specify in Customizing, and it makes your work easier by automatically entering certain partners and related information, like addresses. One of the most important aspects of partner processing is partner determination, the process by which the system automatically finds and enters the partners involved in a transaction. In most transactions, you manually enter one or more

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CR100

Lesson: Overview of Partner Processing

partners, and the system enters the others through partner determination. Various sources of information make partner determination possible; two of the most important are business partner master data and organizational data. Partner determination controls business partner processing in transaction processing. Partner data can be checked for correctness using rules defined in Customizing. In this way, the user creates complete, consistent transactions.

For internal use by CSC only

Partner processing allows you to define partners with your company's terminology. It also lets you specify exactly how partners are handled in transactions and how SAP CRM and SAP ERP exchange partner processing information.

For internal use by CSC only

All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently.

Figure 90: Automatic Partner Processing

During transaction processing, the main business partner or technical object (installed base component or object) is specified. During sales, this is usually the sold-to party; during an opportunity, this is the sales prospect. Partner processing ensures that other partners involved in the transaction are determined automatically by the system. In the case of a sales transaction, for example, these other partners are the ship-to party, the bill-to party and the payer. In the case of an opportunity, for example, these other partners are the contact person(s) of the sales prospect and the (own) responsible employees.

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Figure 91: Partner Processing in the Application

In a transaction, partners can be determined at both header and item level. 1.

Which partners must be involved in the transaction? It is possible to define that certain partners are mandatory for a business transaction. If the determination fails or no partner was entered manually by the user, the business transaction will result in an error.

2.

Are partners determined automatically? Using access sequences (search strategies) it is possible to automatically determine partners.

3.

Manually changeable Users can change partners that were determined automatically if this setting is made for the appropriate partner function in Customizing.

For internal use by CSC only

For internal use by CSC only

Unit 7: Partner Processing

Under exceptional circumstances, you can choose Alternative proposals to restart the partner search (for example, after the change of other involved partners). 4.

Partners are also determined at item level. It is possible that different partners are determined at item and header levels. For example, an employee responsible might be found due to the product category. This means that you must enter a partner determination procedure in the corresponding item categories.

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CR100

Lesson: Overview of Partner Processing

Exercise 22: Partner Processing Exercise Objectives After completing this exercise, you will be able to: • understand the basic functions of partner determination

For internal use by CSC only

You would like to understand the basic functions of partner processing

Task: Please answer the following questions 1.

Partner processing in CRM business transactions is an optional function. Determine whether this statement is true or false.

□ □ 2.

True False

Which of the following are standard features within partner processing? Choose the correct answer(s).

2009

□ □

A B

□

C

□ □

D E

□

F

Relevant business partners can be derived from object information. Partner processing can be used within Account Management, for example to determine and assign an Employee Responsible to a corporate account. Partner processing can be used to determine Positions (from the Organizational Model) Partner processing can be used to determine Organizational Units. Partner processing allows to define whether partner information can be changed within business transactions. Partners can be inherited from transaction header to transaction item.

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Business Example

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Unit 7: Partner Processing

CR100

Solution 22: Partner Processing Task: Please answer the following questions For internal use by CSC only

Partner processing in CRM business transactions is an optional function. Answer: False Every CRM business transaction uses partner determination. It is not possible to create a transaction type without any kind of business partner.

2.

Which of the following are standard features within partner processing? Answer: A, D, E, F Partner processing is relevant for business transactions (and other applications) but not for Account Management. Once organizational units are created as business partners (usually automatically), they can be added to the partner information (for example, a Service Technician Group).

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1.

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CR100

Lesson: Overview of Partner Processing

Lesson Summary You should now be able to: • Explain the options and functions associated with partner processing in business transactions

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For internal use by CSC only

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Unit 7: Partner Processing

CR100

Lesson: Customizing Partner Processing Lesson Overview This lesson goes into details of customizing partner processing. For internal use by CSC only

After completing this lesson, you will be able to: • •

Create a partner determination procedure in Customizing Describe access sequences, create them in Customizing and use them in the partner determination procedure

Business Example You would like to set up partner processing/determination in business transactions and make yourself familiar with the basic options within customizing of partner processing.

For internal use by CSC only

Lesson Objectives

Figure 92: Partner Processing in Customizing

Partner function category: This classification of responsibilities is used as a system key for identifying the partner function and the business partners who take on these responsibilities. The SAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. For example, the customer partner function has the partner function category sold-to party.

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CR100

Lesson: Customizing Partner Processing

Partner function: The partner functions describe the people with whom you do business. Customers can also be referred to as sold-to parties, clients, patients or tenants. Partner functions describe those partners that you use in your organization. You can assign names freely. Partner determination procedure: Rules that determine how the system works with business partners during transaction processing. This procedure combines partner functions and access sequences and contains additional information. For internal use by CSC only

For internal use by CSC only

Access sequence: A search strategy for determining the data sources the system uses for partner determination and the order in which the sources are used.

Figure 93: Partner Function Categories and Partner Functions

Partner function categories are predefined “classifications” and are assigned partner functions. The system uses these categories to identify and work with partner functions. The partner function category Undefined Partner is a free category that you can use when none of the other partner function categories suits your needs. The benefit is that you can create partner functions, and include them in transactions, even when none of the predefined categories is appropriate. The system's processing of the category Undefined Partner is limited. Normally, there are certain system functions or rules associated with a function category, for example the system “knows” that a sales transaction must include a sold-to party. However, in the case of the Undefined Partner there are almost none. When you assign a partner function to this category, you can choose any relationship category, either an existing one or one you create yourself, to correspond to it. However, the relationship category Is the Undefined Partner Of corresponds only to the partner function category Undefined Partner. Partner functions are defined in Customizing.

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Unit 7: Partner Processing

CR100

SAP Implementation Guide→ Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Functions. When you define a partner function, you can assign a (corresponding) relationship category. This relationship category corresponds to the business partner relationship category. For example, the relationship category is responsible BP for is assigned to the partner function Employee Responsible. For internal use by CSC only

Block: specifies whether the source partner for a partner determination is added to the results list of that determination. For example, if the lock field is set for the contact person partner function, the sold-to party is not determined as its own contact person in a sales transaction. If, on the other hand, the lock field is not set, the sold-to party can also appear as the contact person function in the transaction.

For internal use by CSC only

If an access sequence is defined for determining the employee responsible from the business partner relationships, then the corresponding person must be assigned with the relationship category (Is the Employee Responsible For/Has the Employee Responsible).

Figure 94: Partner Determination Procedure

Partner determination procedures are defined in Customizing. SAP Implementation Guide→ Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure A partner determination procedure can be assigned to a transaction type and an item category. A partner determination procedure consists of three levels: Procedure user (for example, sales transaction, service transaction, opportunity)

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CR100

Lesson: Customizing Partner Processing

Partner functions in the procedure (for example, sold-to party, employee responsible) To prevent every partner function that is defined in the system and corresponding partners from being included in transactions, make the setting Permitted Functions = Only Functions Assigned in Procedure.

For internal use by CSC only

A simpler form of the partner determination procedure is used in Installed Base and Case Management.

For internal use by CSC only

The determination time can be set for each partner function. However, partner determination occurs only before the initial save. If a transaction is saved and then subsequently altered, no new partner processing (determination) takes place.

Figure 95: Access Sequences

Access sequences are defined in Customizing. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Access Sequences In the partner determination procedure, you can select which access sequence should be used to determine the partner for each partner function. If there is no access sequence in the partner determination procedure for a partner function, you can enter the partner manually. The documentation related to this IMG activity contains valuable information about the different customizing options within the access sequence definition. There are a lot of “Sources” which can be used within access sequence definition.

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Unit 7: Partner Processing

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Other example for sources which are not mentioned on the above slide are: • • •

BP Relationships By Sales Organization Group Hierarchy For Partner Than Can Be Called Partner Determination Via Reference Objects (Header)

For internal use by CSC only

For internal use by CSC only

Customer-specific sources can be defined via BAdI definition COM_PARTNER_BADI.

Figure 96: Partner Processing: Overview

In Customizing, the business transaction (for example, quotation, order, service contract) is assigned to the transaction type Business transaction types. Procedure users are assigned to the partner determination procedure. The business transaction type and procedure user must match in order to assign a partner determination procedure to a transaction type.

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CR100

Lesson: Customizing Partner Processing

Exercise 23: Analyze and Set Up Partner Processing – Sales Exercise Objectives

For internal use by CSC only

Business Example Within your trade fair business framework, you want to set up partner processing for the transaction type ##Quotation according to your own requirements. You want to utilize business partner relationships and enter the contact persons in the document as partners.

Task 1: Analyze partner processing for the sales transaction ##Quotation in Customizing. At the same time, create a quotation with transaction type ##Quotation in the CRM WebClient UI. Use the business partner ##Stockmann as the sold-to party. 1.

Which partner functions were automatically found by the system for this particular sales transaction? Does the system also determine a contact person?

2.

What access sequence is used to search for the employee responsible?

3.

Why are both the Sales manager and the Sales employee partner functions not listed in the CRM WebClient UI application of the ##Quotation?

For internal use by CSC only

After completing this exercise, you will be able to: • Describe and explain the fundamental concepts of CRM partner processing • Create both a partner determination procedure and a access sequence in Customizing

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Unit 7: Partner Processing

CR100

Task 2:

1.

Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##.

2.

Create a new access sequence ZZ## (##Sold-To Party – Relationships) with one individual access which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function.

3.

Add the partner function Contact Person (CRM ) to the partner determination procedure ZPS##. The partner function Contact Person (CRM) should occur at least once and no more than three times. For determination, use the access sequence ##Sold-to Party – Relationships, which you created in the previous exercise. You do not have to maintain the remaining fields.

4.

Make sure that the address usage Receive Goods for partner function Ship-to party is used. For all other partner functions the standard address should be determined within transactions.

5.

Assign the partner determination procedure ZPS## to transaction type ZA## (##Quotation).

6.

Test the new partner determination procedure by creating a quotation of type ##Quotation. Does the system now determine the contact person who was stored as a relationship to the business partner (see Account Management exercises)?

For internal use by CSC only

For internal use by CSC only

Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Quotation that will determine at least one of the customer’s contact persons.

Continued on next page

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CR100

Lesson: Customizing Partner Processing

Task 3:

2009

1.

What concept or construct makes partner processing particularly flexible? Explain why.

2.

Can you define your own partner functions in Customizing?

3.

Can you define your own partner function categories?

4.

What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships? Optional: Test this by assigning the access sequence ##Sold-to Party - Relationships (ZZ##) to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).

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For internal use by CSC only

For internal use by CSC only

Comprehension questions on partner processing

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Unit 7: Partner Processing

CR100

Solution 23: Analyze and Set Up Partner Processing – Sales Task 1:

1.

Which partner functions were automatically found by the system for this particular sales transaction? Does the system also determine a contact person? Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types The partner determination procedure 00000001 is assigned to transaction type ZA## (##Quotation). SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Mark partner determination procedure 00000001 and choose Partner Functions in Procedure. The partner determination procedure 00000001 contains the following seven partner functions: Sold-to party, Ship-to party, Bill-to party, Payer, Sales manager, Sales employee, and Employee responsible. Does the system also determine a contact person? The partner function Contact person (CRM) is not determined automatically because it is not listed in the partner determination procedure.

2.

For internal use by CSC only

For internal use by CSC only

Analyze partner processing for the sales transaction ##Quotation in Customizing. At the same time, create a quotation with transaction type ##Quotation in the CRM WebClient UI. Use the business partner ##Stockmann as the sold-to party.

What access sequence is used to search for the employee responsible? Answer: IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the Employee responsible partner function. Choose Details. IDES. from /user (technical key Z006)

Continued on next page

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CR100

Lesson: Customizing Partner Processing

3.

Why are both the Sales manager and the Sales employee partner functions not listed in the CRM WebClient UI application of the ##Quotation? a)

In the CRM WebClient UI only five different partners are determined automatically when a ##Quotation is created since no access sequence has been assigned to partner functions Sales manager and Sales employee. Both partners can be added manually by the user.

Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Quotation that will determine at least one of the customer’s contact persons. 1.

Copy the partner determination procedure Telesales (00000001) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##. a)

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the entry 00000001 (Telesales) and choose Copy As. Procedure: ZPS## Description: PartnerDetProc ##. Confirm the dialog box and copy all dependent entries. Save your data and go back to the IMG.

For internal use by CSC only

For internal use by CSC only

Task 2:

Continued on next page

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Unit 7: Partner Processing

2.

CR100

Create a new access sequence ZZ## (##Sold-To Party – Relationships) with one individual access which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function. a)

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Access Sequences

For internal use by CSC only

Select the new access sequence and choose Individual Accesses. Choose New Entries. Enter the following data: Batch Sequence:

10

Dialog Sequence:

10

Source:

Business Partner Relationships

Partner function:

Sold-to Party (CRM)

Save the data and go back to the Implementation Guide. 3.

Add the partner function Contact Person (CRM ) to the partner determination procedure ZPS##. The partner function Contact Person (CRM) should occur at least once and no more than three times.

For internal use by CSC only

Choose New Entries and enter ZZ## as the ID and ##Sold-To Party – Relationships as the description.

For determination, use the access sequence ##Sold-to Party – Relationships, which you created in the previous exercise.

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CR100

Lesson: Customizing Partner Processing

You do not have to maintain the remaining fields. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the partner determination procedure ZPS## then double-click Partner Functions in Procedure.

4.

Contact person (CRM)

Number of Occurrences (Lowest):

1

Number of Occurrences (Highest):

3

Access Sequence

##Sold-To Party – Relationships

Make sure that the address usage Receive Goods for partner function Ship-to party is used. For all other partner functions the standard address should be determined within transactions. a)

5.

Partner Function:

In the address details of partner function “Ship-To Party”, choose Receive goods in the Address for Trans dropdown box.

Assign the partner determination procedure ZPS## to transaction type ZA## (##Quotation). a)

For internal use by CSC only

For internal use by CSC only

Choose New Entries.

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Search for transaction type ZA## and change the details. Enter ZPS## in the Partner Determ.Proc. field.

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Unit 7: Partner Processing

6.

CR100

Test the new partner determination procedure by creating a quotation of type ##Quotation. Does the system now determine the contact person who was stored as a relationship to the business partner (see Account Management exercises)?

For internal use by CSC only

Task 3: Comprehension questions on partner processing 1.

What concept or construct makes partner processing particularly flexible? Explain why. Answer: Access sequences enable the definition of search strategies to search for individual partners. For example, the Employee Responsible can be determined through organizational data determination or, if no partners are found, it can be entered manually by the system user.

2.

Can you define your own partner functions in Customizing?

For internal use by CSC only

Answer: Choose Sales Cycle. Choose Create → Quotation. Select ##Quotation. Sold-To Party: ##Stockmann Choose ENTER. No dialog box should be displayed regarding unclear address determination. Display the Parties Involved assignment block, check the addresses of the involved parties and observe that the system finds the contact person Michael ##Contact.

Answer: Yes, it is possible to define your own partner functions to fit your personal requirements. 3.

Can you define your own partner function categories? Answer: Partner function categories cannot be created in Customizing.

Continued on next page

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Lesson: Customizing Partner Processing

4.

What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships?

Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure The partner function 00000014 (Employee responsible) is assigned to the relationship category Is Responsible BP For. Optional: SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select partner determination procedure ZPS## then double-click Partner Functions in Procedure. Select partner function Employee responsible and display its details. In the access sequence field, enter the access sequence you just created. Maintain an Is Responsible BP For relationship as explained in the relevant Account Management exercise. Create a new ##Quotation and test whether your settings were implemented correctly.

2009

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For internal use by CSC only

For internal use by CSC only

Optional: Test this by assigning the access sequence ##Sold-to Party - Relationships (ZZ##) to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).

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Unit 7: Partner Processing

CR100

For internal use by CSC only

For internal use by CSC only

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Lesson: Customizing Partner Processing

Exercise 24: Analyze and Set Up Partner Processing – Service (Optional) Exercise Objectives

For internal use by CSC only

Business Example Within your trade fair business framework, you want to set up partner processing for the transaction type ##Service Order according to your own requirements. You want to utilize business partner relationships and enter the contact persons in the document as partners.

Task 1: Analyze partner processing for the service transaction ##Service order in Customizing. At the same time, create a service order using transaction type ##Service order in the CRM WebClient UI. Use the business partner ##Stockmann as the sold-to party. 1.

Which partner functions were automatically found by the system for this particular servicetransaction? Does the system also determine a contact person? Is it Michael ##Contact?

2.

What access sequence is used to search for the employee responsible?

3.

Can you manually maintain additional partners? If so, do this.

For internal use by CSC only

After completing this exercise, you will be able to: • Describe and explain the fundamental concepts of CRM partner processing • Create both a partner determination procedure and a access sequence in Customizing

Continued on next page

2009

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Unit 7: Partner Processing

CR100

Task 2:

1.

Copy the partner determination procedure Service Order Header (ZTSRVH01) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##.

2.

Create a new access sequence ZZ##, ##Sold-To Party – Relationships with one individual access which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function.

3.

Change the ZPS## partner determination procedure and assign the access sequence you just created to the Contact person (CRM) partner function. In addition to this, the partner function Contact Person (CRM) should occur at least once and no more than three times.

4.

Assign the partner determination procedure ZPS## to transaction type ZS## (##Service order).

5.

Test the new partner determination procedure by creating the service transaction ##Service Process. Does the system determine the contact person who was stored as a relationship to the business partner (see Account Management exercises)?

For internal use by CSC only

For internal use by CSC only

Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Service order that will determine the contact person Michael ##Contact.

Continued on next page

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CR100

Lesson: Customizing Partner Processing

Task 3:

2009

1.

What concept or construct makes partner processing particularly flexible? Explain why.

2.

Can you define your own partner functions in Customizing?

3.

Can you define your own partner function categories?

4.

What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships? Optional: Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).

© 2010 SAP AG. All rights reserved.

For internal use by CSC only

For internal use by CSC only

Comprehension questions on partner processing

287

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Unit 7: Partner Processing

CR100

Solution 24: Analyze and Set Up Partner Processing – Service (Optional) Task 1:

For internal use by CSC only

1.

Which partner functions were automatically found by the system for this particular servicetransaction? Does the system also determine a contact person? Is it Michael ##Contact? Answer: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types The ZTSRVH01 partner determination procedure is assigned to transaction type ZS## (##Service order) SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure The partner determination procedure ZTSRVH01 contains the following nine partner functions: Sold-to party, Bill-to party, Payer, Activity partner, Employee responsible, Contact person, Vendor, Service Technician Group and Ship-to party/Service Recipient. Does the system also determine a contact person? Is it Michael ##Contact? Although the system determines the Contact person (CRM) partner function, it does not find Michael ##Contact.

2.

For internal use by CSC only

Analyze partner processing for the service transaction ##Service order in Customizing. At the same time, create a service order using transaction type ##Service order in the CRM WebClient UI. Use the business partner ##Stockmann as the sold-to party.

What access sequence is used to search for the employee responsible? Answer: IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Display the details for the Employee responsible partner function. Employee from user (ZCHM)

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Lesson: Customizing Partner Processing

3.

Can you manually maintain additional partners? If so, do this. a)

Go to the CRM WebClient UI and choose the Parties Involved assignment block. Choose Insert. If possible, enter another partner function (partner), for example, the employee responsible Mark Freeman (ID 496122).

For internal use by CSC only

Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Service order that will determine the contact person Michael ##Contact. 1.

Copy the partner determination procedure Service Order Header (ZTSRVH01) with all its dependent entries to ZPS##. Name the new partner determination procedure PartnerDetProc ##. a)

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the entry ZTSRVH01 and choose Copy As. Confirm the dialog box and copy all dependent entries. Name the new partner determination procedure PartnerDetProc ##. Save your data and go back to the IMG.

For internal use by CSC only

Task 2:

Continued on next page

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Unit 7: Partner Processing

2.

CR100

Create a new access sequence ZZ##, ##Sold-To Party – Relationships with one individual access which searches for a partner within the relationships maintained in the business partner master record. Enter 10 for the batch and dialog sequences, Business partner relationships as the source, and Sold-to Party (CRM) as the partner function. a)

IMG → Customer Relationship Management → Basic Functions → Partner Processing → Define Access Sequences

For internal use by CSC only

Select the new access sequence and choose Individual Accesses. Choose New Entries. Enter the following data: Batch Sequence:

10

Dialog Sequence:

10

Source:

Business Partner Relationships

Partner function:

Sold-to Party (CRM)

Save the data and go back to the IMG. 3.

Change the ZPS## partner determination procedure and assign the access sequence you just created to the Contact person (CRM) partner function. In addition to this, the partner function Contact Person (CRM) should occur at least once and no more than three times. a)

For internal use by CSC only

Choose New Entries and enter ZZ## as the ID and ##Sold-To Party – Relationships as the description.

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select the partner determination procedure ZPS## then double-click Partner Functions in Procedure. Choose the partner function Contact person (CRM). Number of Occurrences (Lowest):

1

Number of Occurrences (Highest):

3

Access Sequence

##Sold-To Party – Relationships

Continued on next page

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Lesson: Customizing Partner Processing

4.

Assign the partner determination procedure ZPS## to transaction type ZS## (##Service order). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Search for transaction type ZS## and change the Details.

5.

Test the new partner determination procedure by creating the service transaction ##Service Process. Does the system determine the contact person who was stored as a relationship to the business partner (see Account Management exercises)? a)

Choose Service Orders. Choose Create → Service Order. Choose ##Service order. Sold-To Party: ##Stockmann Choose ENTER. Display the Parties Involved assignment block. The system finds the contact person Michael ##Contact.

Task 3: Comprehension questions on partner processing 1.

For internal use by CSC only

For internal use by CSC only

Enter ZPS## in the Partner Determ.Proc. field.

What concept or construct makes partner processing particularly flexible? Explain why. Answer: Access sequences enable the formulation of search strategies to search for individual partners. For example, the Employee Responsible can be determined through organizational data determination or, if no partners are found, it can be entered manually by the system user.

2.

Can you define your own partner functions in Customizing? Answer: Yes, it is possible to define your own partner functions to fit your personal requirements.

3.

Can you define your own partner function categories? Answer: Partner function categories cannot be enhanced in Customizing.

Continued on next page

2009

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Unit 7: Partner Processing

4.

CR100

What (business partner) relationship category is evaluated if you try to determine the partner function Employee responsible using an access sequence that searches in the business partner’s relationships? Optional:

For internal use by CSC only

Answer: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure The partner function 00000014 (Employee responsible) is assigned to the relationship category Is Responsible BP For. Optional: Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440). SAP Implementation Guide → Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure Select partner determination procedure ZPS## then double-click Partner Functions in Procedure. Select partner function Employee responsible and display its details. In the access sequence field, enter the access sequence you just created. Maintain an Is Responsible BP For relationship as explained in the relevant Account Management exercise. Create a new ##Service Order and test if your settings were implemented correctly.

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Test this by assigning the access sequence ZZ## to the partner function Employee responsible. Afterwards, maintain the corresponding relationship for the business partner ##Stockmann and use an existing employee, for example, Lou Windham (employee ID 400440).

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CR100

Lesson: Customizing Partner Processing

Lesson Summary You should now be able to: • Create a partner determination procedure in Customizing • Describe access sequences, create them in Customizing and use them in the partner determination procedure

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For internal use by CSC only

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Unit Summary

CR100

Unit Summary You should now be able to: • Explain the options and functions associated with partner processing in business transactions • Create a partner determination procedure in Customizing • Describe access sequences, create them in Customizing and use them in the partner determination procedure For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

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For internal use by CSC only

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Unit 8 Unit Overview Unit Objectives After completing this unit, you will be able to: •

Explain the options for processing actions

Unit Contents Lesson: Action Processing ....................................................296 Exercise 25: Action Definitions and Customizing – Sales ............305 Exercise 26: Action Definitions and Customizing – Service (Optional) ....................................................................317

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For internal use by CSC only

Actions

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Unit 8: Actions

CR100

Lesson: Action Processing Lesson Overview This lesson gives an overview of the actions functionality, how it can be used and configured.

After completing this lesson, you will be able to: •

Explain the options for processing actions

Business Example You want to set up your business transactions so that, under certain circumstances, follow-up processes or transactions are triggered automatically. In addition to issuing forms, this also includes generating follow-up activities, for example.

For internal use by CSC only

For internal use by CSC only

Lesson Objectives

Figure 97: Examples for Actions

Actions are important for maintaining and improving business relationships. You can schedule and start predefined processes with the Actions component by means of user-definable conditions from transaction and marketing objects. You can tailor the type and time of actions to the requirements of your customers and the processes in your company. This component enables you to match your service, sales and distribution management, and your campaign management even more closely to customer needs, and, simultaneously, to automate them.

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Lesson: Action Processing

The Actions component also provides the technique of controlling output. It thereby replaces Output Determination of the SAP ERP System. Actions refer to the Post Processing Framework (PPF) Basis Components, which can automatically trigger output, follow-up activities or workflows. SAP provides about 200 action profiles that can be used in transaction processing (Application = CRM_ORDER). Other application such as billing (BILLING) and Case Management (CRM_CASE) also make use of action processing. For internal use by CSC only

For internal use by CSC only

Figure 98: Action Processing: Workflow

An action profile is determined from the corresponding transaction type or item category. You assign an action profile directly to a transaction type/item category. You define an action profile determination (condition technique; the same as pricing). An actions is always stored in relation to an action profile as an action definition. You can control action processing using various settings and parameters: • • • • •

Action changeable or executable in dialog Processing time Partner dependence Action merging Processing types

You should not usually model dependencies between actions.

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Figure 99: Conditions

Schedule condition: If the schedule condition (of an action) is not met, the action is no longer available in the transaction. Start condition: Actions that are available in the transaction can only be executed if the start condition is met. Condition definition: There are two modes for defining conditions: • •

Mouse-oriented PC mode Direct text entry mode (traditional)

User settings can be made to change between both modes. When editing conditions, you can use expressions and constants and connect them with operators, for example, Status = “in process”. Conditions can be checked for proper syntax and tested.

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For internal use by CSC only

Unit 8: Actions

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Lesson: Action Processing

Figure 100: Processing Time

If you select Immediately as the processing time, the action is started as soon as the start condition is fulfilled. If you configure the system so that processing starts when saving, the action is started when the transaction is saved. If you define processing with the selection report and the start condition has been fulfilled, the action is started after the execution of a selection report. This processing type is particularly useful for actions that are used for deadline monitoring (such as monitoring the Service Level Agreements).

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For internal use by CSC only

CR100

Actions are displayed in transactions that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the transaction on the Actions tab page of the transaction. The following information is displayed in the list for each action: • • • •

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Status (action scheduled, action processed) Description (purpose of action) Conditions (settings for action definition and conditions are displayed) Creator, creation date

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Figure 101: Processing Types

There are different Processing Types available: • • •

Smart Forms Workflow Methods

SAP Smart Forms are used for activities such as printing, e-mailing and faxing documents such as order confirmations.

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For internal use by CSC only

Unit 8: Actions

Actions can create an event to start a workflow. Methods are Business Add-In (BAdI) implementations. You can define your own BAdI implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BAdI.) There are many BAdI implementations supplied by SAP that are used in the standard transactions. Examples for standard methods include the following: • • • • •

300

COPY_DOCUMENT (create a follow-up document) COMPLETE_DOCUMENT (set status completed within document) CREDIT_MEMO (create credit memo item) REPAIR_ITEM (create a repair item) 1O_EVENT_CREATE (create a workflow event)

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Lesson: Action Processing

Figure 102: Example: Actions in a Quotation

The assignment of an action profile to an object type (the relationship to the leading business transaction type of a transaction category) controls which transaction types can be used by the action profile. Actions are always determined for each action profile separately and may contain different detail settings. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions

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For internal use by CSC only

CR100

Conditions are defined using a separate function. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Conditions The start transaction for editing action profiles and conditions is /nSPPFCADM.

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Figure 103: Customizing: Action 1 - Complete Quotation

This figure depicts the workflow of action processing for the action “complete quotation” within the context of the corresponding Customizing settings.

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For internal use by CSC only

Unit 8: Actions

Figure 104: Customizing: Action 2 - Print Quotation

This figure depicts the workflow of action processing for the action “complete quotation” within the context of the corresponding Customizing settings. You can use the SAP Smart Forms graphics tool to design the layout of message forms.

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Lesson: Action Processing

SAP CRM contains several Smart Forms for messages: • • •

Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail) Form CRM_LEAD_PRINT (suitable for faxes, letters and e-mails) Form CRM_ORDER_SERVICE (suitable for faxes, letters, and e-mails)

When you request a printout of a form, the application program obtains the relevant data to be used and prints it on the form. Data retrieval and form logic are separated from one another. SAP Smart Forms replace SAPscript forms.

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For internal use by CSC only

SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge, thanks to a completely graphical user interface.

Figure 105: SAP Smart Forms: Layout of Messages

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Figure 106: Action Monitor

You can use the action monitor to monitor and trigger the processing of actions for several transactions. The action monitor program, RSPPFPROCESS, originates from the Post Processing Framework (PPF). You can use this program to check the processing of the actions (for example, output, follow-on documents). If you set the Processing using selection report processing time for an action in Customizing (for example, for a message), you can select the actions with this program and initiate their processing. This is particularly useful for actions that are used for deadline monitoring (such as Service Level Agreements: First reaction and solutions times for service orders).

For internal use by CSC only

For internal use by CSC only

Unit 8: Actions

It can also be useful to use the action monitor to process actions with the processing time When Saving if, for example, time-dependent conditions were fulfilled after a certain time without any changes to the transaction. The program should be executed regularly so that actions are also started in these cases.

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CR100

Lesson: Action Processing

Exercise 25: Action Definitions and Customizing – Sales Exercise Objectives

For internal use by CSC only

Business Example You want to print completed quotations. Printing is controlled by action processing; you therefore need to know how to set up and process actions.

Task 1: Create a ##Quotation and see whether you can display or issue a corresponding form. 1.

Create a quotation of the type ##Quotation for the customer ##Stockmann. Offer the customer 10 pieces of the material with the description ##Monitor.

2.

Display the relevant actions for the quotation. Which entries are displayed in the corresponding assignment block?

For internal use by CSC only

After completing this exercise, you will be able to: • Describe how an action of the type “order confirmation” is determined within a quotation • Create an action profile using a wizard • Assign an action profile to a transaction type and test it

Does the list include the action Print Quotation Manually? If necessary, schedule the action manually. What processing status does this action have? 3.

Try to execute the action Complete offer. Is this possible? Explain why.

4.

Change the Valid-to date of the quotation to today and save. Do not under any circumstances execute the Complete offer action in the CRM WebClient UI. Save your quotation.

5.

Display the print preview of the quotation that was determined.

Continued on next page

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Unit 8: Actions

CR100

6.

Use the Action Monitor transaction in the SAP GUI to select and execute the Complete offer action for your quotation. Hint: If you want to select the action that was found in the quotation you created, enter the in the application key field.

For internal use by CSC only

In Customizing, find out how automatic determination takes place for the Print Quotation Manually. 1.

Which action profile is used by transaction type ZA## (##Quotation)?

2.

Analyze this action profile. When is the action processed and the quotation form issued?

Task 3: Optional You want to create an action profile for your ##Trade Fair Visit that helps you create a follow-up activity once the preceding activity is completed. 1.

Go to the IMG and use the wizard to create an action profile for transactions. After starting the wizard use the following data: Action Profile: ZACTIONPROFILE##

For internal use by CSC only

Task 2:

Description: Action Profile Follow-up Activities ## Date Profile: 000000000001 Object Type Name: BUS2000126 Choose Continue. Enter ZFOLLOWUP## as the action definition and Follow–up Activity ## as the description Choose Continue. Time of Processing: Immediate processing Schedule Automatically: Display in Toolbox: Changeable in Dialog: Executable in Dialog: Choose Continue. Continued on next page

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CR100

Lesson: Action Processing

The action should not be partner-dependent. Choose Continue. Select Method Call. Choose Continue. Use the F4 help in the field Method to select method COPY_DOCUMENT. For internal use by CSC only

For internal use by CSC only

Choose change icon in Determine Proc. Parameter. Create a container element with the create icon. Element: PROCESS_TYPE Description: Transaction type Short Description: Action Transaction Type Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Field: PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm and then select Apply entries. Choose Continue. Enter an appropriate text. Choose Continue. You do not want to use any conditions in the first step. Choose Continue twice. In the wizard, click Complete. 2.

Assign the action profile to transaction type ZB## (##Trade Fair Visit).

Task 4: Test your settings 1.

Create a new activity of type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action.

Continued on next page

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Unit 8: Actions

CR100

Task 5: Next, you want to add a schedule condition to your action. When your trade fair visit is complete (and only then), you want to be able to create a follow-up activity of the type Interaction Log. 1.

Define a schedule condition for your Follow-up Activity ## action. Go to the IMG and start defining the condition

For internal use by CSC only

Expand the container object CRM Bus. Activity. Using the editor, form an expression User Status = Complete (status profile CRMACTIV). Transfer the condition and save it. 2.

Test your settings by creating another trade fair visit. Can you schedule the action immediately after creating the transaction? Complete the trade fair visit by setting the status accordingly. Can you schedule the action now?

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Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition.

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CR100

Lesson: Action Processing

Solution 25: Action Definitions and Customizing – Sales Task 1: Create a ##Quotation and see whether you can display or issue a corresponding form. For internal use by CSC only

Create a quotation of the type ##Quotation for the customer ##Stockmann. Offer the customer 10 pieces of the material with the description ##Monitor. a)

Choose Sales Cycle. Choose Create → Quotation. Select ##Quotation. Sold-To Party: ##Stockmann Product ID: Choose ENTER.

2.

Display the relevant actions for the quotation. Which entries are displayed in the corresponding assignment block? Does the list include the action Print Quotation Manually? If necessary, schedule the action manually. What processing status does this action have? a)

For internal use by CSC only

1.

Open the Scheduled Actions assignment block. Various scheduled and unprocessed actions are displayed: Call Customer Again About Offer, Automatic Release of Offers, Start Release Procedure for Offers, Quotation Reminder, Complete Offer and Call Customer Again About Offer (Alert).

b)

No, the list does not include an action to print the quotation. Schedule this action manually. Choose the Schedule New Actions. Select the Print Quotation Manually action. Choose Schedule. The system displays the information message Action was executed immediately after scheduling.

c)

Choose Back. The status of the action is Processed. Continued on next page

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Unit 8: Actions

CR100

3.

Try to execute the action Complete offer. Is this possible? Explain why. a)

Choose the corresponding Execute Action hyperlink. The system displays the error message Start Condition is Not Fulfilled. This is because the Valid-to date of the quotation has not yet been reached.

For internal use by CSC only

Change the Valid-to date of the quotation to today and save. Do not under any circumstances execute the Complete offer action in the CRM WebClient UI. Save your quotation. a)

The valid-to date can be found in the Quotation Details assignment block. Save your quotation.

5.

Display the print preview of the quotation that was determined. a)

6.

Choose the More → Preview Output button.

Use the Action Monitor transaction in the SAP GUI to select and execute the Complete offer action for your quotation. Hint: If you want to select the action that was found in the quotation you created, enter the in the application key field. a)

For internal use by CSC only

4.

SAP Menu → Sales → Monitoring → Action Monitor Action Definition: QUOTATION_COMPLETE Application Key: Promotion Status: 0 (Not processed) Time of Processing: Processing Using Selection Report Choose Execute. When the results are displayed, select the relevant action and choose Process. In the CRM WebClient UI check the status of the quotation. It should be Completed.

Continued on next page

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CR100

Lesson: Action Processing

Task 2: In Customizing, find out how automatic determination takes place for the Print Quotation Manually. 1.

Which action profile is used by transaction type ZA## (##Quotation)? SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type Select the transaction type ZA##. Display the Details. The action profile is QUOTATION.

2.

Analyze this action profile. When is the action processed and the quotation form issued? a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Select the action profile QUOTATION. Display the details of action definition QUOTATION_PRINT. The processing time is Immediate Processing.

Task 3: Optional

For internal use by CSC only

For internal use by CSC only

a)

You want to create an action profile for your ##Trade Fair Visit that helps you create a follow-up activity once the preceding activity is completed. 1.

Go to the IMG and use the wizard to create an action profile for transactions. After starting the wizard use the following data: Action Profile: ZACTIONPROFILE## Description: Action Profile Follow-up Activities ## Date Profile: 000000000001 Object Type Name: BUS2000126 Choose Continue. Enter ZFOLLOWUP## as the action definition and Follow–up Activity ## as the description Choose Continue. Continued on next page

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Unit 8: Actions

CR100

Time of Processing: Immediate processing Schedule Automatically: Display in Toolbox: Changeable in Dialog: Executable in Dialog:

The action should not be partner-dependent. Choose Continue. Select Method Call. Choose Continue. Use the F4 help in the field Method to select method COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a container element with the create icon. Element: PROCESS_TYPE Description: Transaction type Short Description: Action Transaction Type Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H

For internal use by CSC only

For internal use by CSC only

Choose Continue.

Field: PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm and then select Apply entries. Choose Continue. Enter an appropriate text. Choose Continue. You do not want to use any conditions in the first step. Choose Continue twice. In the wizard, click Complete. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Create Actions With Wizard Enter the data specified in the exercise. Continued on next page

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CR100

Lesson: Action Processing

2.

Assign the action profile to transaction type ZB## (##Trade Fair Visit). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type

Task 4: Test your settings 1.

Create a new activity of type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action. a)

Choose Activities. Choose Create → Appointment. Choose ##Trade Fair Visit Description: Trade Fair Visit ## Account: ##Stockmann Choose ENTER. Go to the Scheduled Actions assignment block. Schedule the action.

For internal use by CSC only

For internal use by CSC only

Go to the details for transaction type ZB## and enter ZACTIONPROFILE## in the action profile field.

Choose Schedule New Actions Select your Follow-up Activity Sales Call ## action. Choose Schedule. Go back, save the activity and observe the transaction history.

Task 5: Next, you want to add a schedule condition to your action. When your trade fair visit is complete (and only then), you want to be able to create a follow-up activity of the type Interaction Log. 1.

Define a schedule condition for your Follow-up Activity ## action. Go to the IMG and start defining the condition Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition. Expand the container object CRM Bus. Activity. Continued on next page

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Unit 8: Actions

CR100

Using the editor, form an expression User Status = Complete (status profile CRMACTIV). Transfer the condition and save it. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Conditions For internal use by CSC only

For internal use by CSC only

Double–click your action profile in the upper-left corner. Choose the Schedule Condition tab page. Choose Edit Condition. Click the hyperlink to create the condition. Open your current container object CRM Business Activity. Double-click User Status. Click the operator “=”. Call the input help (F4) in the Constant field. Enter status profile CRMACTIV. Choose status E0003 Complete and press Enter. Transfer and save the condition. 2.

Test your settings by creating another trade fair visit. Can you schedule the action immediately after creating the transaction? Complete the trade fair visit by setting the status accordingly.

Continued on next page

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CR100

Lesson: Action Processing

Can you schedule the action now? a)

Create an activity of the type ##Trade Fair Visit for the activity partner##Stockmann. Maintain fictional data. Choose Activities. Choose Create → Appointment. Choose ##Trade Fair Visit

For internal use by CSC only

Account: ##Stockmann Choose ENTER. Go to the Scheduled Actions assignment block. Schedule the action. Choose Schedule New Actions Select your Follow-up Activity ## action. Choose Schedule. Can you schedule the action immediately after creating the transaction? No, this is not yet possible because the activity does not have the correct status. Complete the trade fair visit by setting the status accordingly. In the Appointment Details assignment block, set the status to Completed.

For internal use by CSC only

Description: Trade Fair Visit ##

Can you schedule the action now? Yes, the action can now be scheduled.

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Unit 8: Actions

CR100

For internal use by CSC only

For internal use by CSC only

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CR100

Lesson: Action Processing

Exercise 26: Action Definitions and Customizing – Service (Optional) Exercise Objectives

For internal use by CSC only

Business Example You want to print service orders. Printing is controlled by action processing; you therefore need to know how to set up and process actions.

Task 1: Create a ##Service order and see whether you can display and issue a corresponding form. 1.

Create a service order of the type ##Service order for the customer ##Stockmann. You offer the customer 4 AU of the ##Repair service.

2.

Display the relevant actions for the service order. Which entries are displayed in the corresponding assignment block?

For internal use by CSC only

After completing this exercise, you will be able to: • Describe how an action of the type “order confirmation” is determined within a service order. • Create an action profile using a wizard • Assign an action profile to a transaction type and test it

Does the list include the action Print Service Order Manually? If necessary, schedule the action manually. What processing status does this action have? 3.

Display the print preview of the determined order confirmation.

Task 2: Use Customizing to analyze how automatic determination takes place for the Print Service Process Manually action. 1.

Which action profile is used by transaction type ZS## (##Service Order)?

2.

Analyze this action profile. When is the action processed and the quotation form issued?

Continued on next page

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Unit 8: Actions

CR100

Task 3: You want to create an action profile for your ##Trade Fair Visit that helps you create a follow–up activity once the preceding activity is completed. 1.

Go to the IMG and use the wizard to create an action profile for transactions. After starting the wizard use the following data: Action Profile: ZACTIONPROFILE##

For internal use by CSC only

Date Profile: 000000000001 Object Type Name: BUS2000126 Choose Continue. Enter ZFOLLOWUP## as the action definition and Follow–up Activity ## as the description Choose Continue. Time of Processing: Immediate processing Schedule Automatically: Display in Toolbox: Changeable in Dialog: Executable in Dialog: Choose Continue.

For internal use by CSC only

Description: Action Profile Follow-up Activities ##

The action should not be partner–dependent. Choose Continue. Select Method Call. Choose Continue. Use the F4 help in the field Method to select method COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a container element with the create icon. Element: PROCESS_TYPE Description: Transaction type Short Description: Action Transaction Type Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Continued on next page

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CR100

Lesson: Action Processing

Field: PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm and then select Aply entries. Choose Continue. Enter an appropriate text.

You do not want to use any conditions in the first step. Choose Continue twice. In the wizard, click Complete. 2.

Assign the action profile to transaction type ZB## (##Trade Fair Visit).

Task 4: Test your settings. 1.

Create a new activity of the type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action.

Task 5: Next, you want to add a schedule condition to your action. When your trade fair visit is complete (and only then), you want to be able to create a follow-up activity of the type Interaction Log. 1.

Define a schedule condition for your Follow-up Activity ## action. Go to the IMG and start defining the condition.

For internal use by CSC only

For internal use by CSC only

Choose Continue.

Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition. Expand the container object CRM Bus. Activity. Using the editor, form an expression User Status = Complete (status profile CRMACTIV). Transfer the condition and save it. 2.

Test your settings by creating another ##Trade Fair Visit. Can you schedule the action immediately after creating the transaction? Complete the trade fair visit by setting the status accordingly. Can you schedule the action now?

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Unit 8: Actions

CR100

Solution 26: Action Definitions and Customizing – Service (Optional) Task 1: Create a ##Service order and see whether you can display and issue a corresponding form. For internal use by CSC only

Create a service order of the type ##Service order for the customer ##Stockmann. You offer the customer 4 AU of the ##Repair service. a)

Choose Service Orders. Choose Create → Service Order. Choose ##Service order. Sold–To Party: ##Stockmann Product ID: ##Repair Choose ENTER.

2.

Display the relevant actions for the service order. Which entries are displayed in the corresponding assignment block? Does the list include the action Print Service Order Manually? If necessary, schedule the action manually. What processing status does this action have? a)

You can see the action: Autom. IBase Update.

b)

No, the list does not include this action.

For internal use by CSC only

1.

Schedule the action manually. Choose Schedule New Actions. Select the Print Service Process Manually action. Choose Schedule. The status of the action is Processed. 3.

Display the print preview of the determined order confirmation. a)

Choose the Print Preview button (top button row).

Continued on next page

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Lesson: Action Processing

Task 2: Use Customizing to analyze how automatic determination takes place for the Print Service Process Manually action. 1.

Which action profile is used by transaction type ZS## (##Service Order)? SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type Select the transaction type ZS##. Display the Details. The action profile is ZSERVICE_ORDER (IDES Service Order).

2.

Analyze this action profile. When is the action processed and the quotation form issued? a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Select the action profile ZSERVICE_ORDER. Display the details of the action definition ZSERVICEVORGANG(AUFTRAGGEBER). The processing time is Immediate Processing.

Task 3: You want to create an action profile for your ##Trade Fair Visit that helps you create a follow–up activity once the preceding activity is completed. 1.

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For internal use by CSC only

a)

Go to the IMG and use the wizard to create an action profile for transactions. After starting the wizard use the following data: Action Profile: ZACTIONPROFILE## Description: Action Profile Follow-up Activities ## Date Profile: 000000000001 Object Type Name: BUS2000126 Choose Continue. Enter ZFOLLOWUP## as the action definition and Follow–up Activity ## as the description Choose Continue. Time of Processing: Immediate processing Schedule Automatically: Display in Toolbox: Continued on next page

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Unit 8: Actions

CR100

Changeable in Dialog: Executable in Dialog: Choose Continue. The action should not be partner–dependent. Choose Continue.

Choose Continue. Use the F4 help in the field Method to select method COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a container element with the create icon. Element: PROCESS_TYPE Description: Transaction type Short Description: Action Transaction Type Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Field: PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm and then select Aply entries.

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For internal use by CSC only

Select Method Call.

Choose Continue. Enter an appropriate text. Choose Continue. You do not want to use any conditions in the first step. Choose Continue twice. In the wizard, click Complete. a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Create Actions With Wizard Enter the data specified in the exercise.

Continued on next page

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Lesson: Action Processing

2.

Assign the action profile to transaction type ZB## (##Trade Fair Visit). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type

Task 4: Test your settings. 1.

Create a new activity of the type ##Trade Fair Visit (ZB##). Specify a business partner, description, and process the action. a)

Enter a business partner and a description and go to the Actions tab page. Is the action scheduled yet? Choose Service Operations. Choose Create → Appointment. Choose ##Trade Fair Visit Description: Trade Fair Visit ## Account: ##Stockmann Choose ENTER. Go to the Scheduled Actions assignment block.

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For internal use by CSC only

Go to the details for transaction type ZB## and enter ZACTIONPROFILE## in the action profile field.

Schedule the action. Choose Schedule New Actions Select your Follow-up Activity Sales Call ## action. Choose Schedule. Go back, save the activity and observe the transaction history.

Task 5: Next, you want to add a schedule condition to your action. When your trade fair visit is complete (and only then), you want to be able to create a follow-up activity of the type Interaction Log. 1.

Define a schedule condition for your Follow-up Activity ## action. Go to the IMG and start defining the condition. Choose Edit Condition. Enter Activity completed ## as the name. Click the hyperlink to define the condition. Continued on next page

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Unit 8: Actions

CR100

Expand the container object CRM Bus. Activity. Using the editor, form an expression User Status = Complete (status profile CRMACTIV). Transfer the condition and save it. SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Conditions For internal use by CSC only

For internal use by CSC only

a)

Double–click your action profile in the upper–left corner. Choose the Schedule Condition tab page. Choose Edit Condition. Click the hyperlink to create the condition. Open your current container object CRM Business Activity. Double-click User Status. Click the operator “=”. Call the input help (F4) in the Constant field. Enter status profile CRMACTIV. Choose status E0003 Complete and press Enter. Transfer and save the condition. 2.

Test your settings by creating another ##Trade Fair Visit. Can you schedule the action immediately after creating the transaction? Complete the trade fair visit by setting the status accordingly.

Continued on next page

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CR100

Lesson: Action Processing

Can you schedule the action now? a)

Choose Service Operations. Choose Create → Appointment. Choose ##Trade Fair Visit Description: Trade Fair Visit ##

Choose ENTER. Go to the Scheduled Actions assignment block. Can you schedule the action immediately after creating the transaction? No, this is not yet possible because the activity does not have the correct status. Complete the trade fair visit by setting the status accordingly. In the Appointment Details assignment block, set the status to Completed. Can you schedule the action now? Yes, the action can now be scheduled.

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For internal use by CSC only

Account: ##Stockmann

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Lesson Summary You should now be able to: • Explain the options for processing actions

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Unit Summary

Unit Summary You should now be able to: • Explain the options for processing actions

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Unit Summary

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Unit 9 Unit Overview Unit Objectives After completing this unit, you will be able to: • • • • •

Describe the Internet Pricing and Configurator (IPC) Understand the essential features of the condition technique Describe the pricing functions Make settings in pricing Customizing Carry out condition maintenance in SAP CRM

Unit Contents Lesson: Overview of Pricing...................................................330 Lesson: Condition Maintenance and Pricing Functions ...................342 Exercise 27: Condition Maintenance and Customizing – Sales......347 Exercise 28: Condition Maintenance and Customizing – Service (Optional) ....................................................................357

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For internal use by CSC only

Pricing

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Unit 9: Pricing

CR100

Lesson: Overview of Pricing Lesson Overview This lesson gives a brief overview of how pricing works in CRM.

Lesson Objectives For internal use by CSC only

• • • •

For internal use by CSC only

After completing this lesson, you will be able to: Describe the Internet Pricing and Configurator (IPC) Understand the essential features of the condition technique Describe the pricing functions Make settings in pricing Customizing

Business Example You want to familiarize yourself with pricing functionality in the SAP CRM system.

Pricing Basics

Figure 107: Pricing and Tax Determination in SAP CRM

The Internet Pricing and Configurator is used for pricing in SAP CRM scenarios. Pricing information in the Internet (CRM Web Channel), CRM Enterprise and mobile clients (such as laptops) is processed by this component only (“one face to the customer”).

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Lesson: Overview of Pricing

Figure 108: IPC Implementation Scenarios

IPC implementation scenarios •

Scenarios without ERP integration: –

•

You set up pricing Customizing in SAP CRM and maintain the conditions there. This data is only available in SAP CRM and cannot be transferred to the SAP ERP system. Exception: Trade Promotion Management. – Naming convention: standard Customizing objects normally start with a digit. Scenarios with ERP integration:

–

– – – –

2009

For internal use by CSC only

For internal use by CSC only

The IPC is only switched off in the rare case of a SAP CRM implementation without any pricing or configuration functions. For more information, see SAP Note 702735.

You set up pricing Customizing in the ERP system and maintain the conditions there. Both the Customizing and the master data can be transferred from the ERP system to SAP CRM via the CRM Middleware. You cannot change the transferred Customizing in SAP CRM. The transferred conditions cannot be changed in SAP CRM. However, you can declare exceptions. Naming convention: standard Customizing objects normally start with a letter. You use this scenario when you want to use ERP billing for certain CRM business transactions.

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Figure 109: Pricing Procedure

The pricing procedure defines the valid condition types and their calculation sequence in the transaction. The pricing procedure also defines the following: • • • •

Which subtotals are created and displayed on the pricing screens If a condition type is mandatory How far the manual processing of pricing is possible Which requirements must be fulfilled in order that a specific condition type is taken into account.

Pricing procedures are defined in Customizing: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Define Settings for Pricing → Create Pricing Procedure

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For internal use by CSC only

Unit 9: Pricing

Pricing procedures have a source (CRM or R/3). The procedures which have been downloaded from SAP ERP cannot be changed in SAP CRM.

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Lesson: Overview of Pricing

Figure 110: Determination of Pricing Procedure

The determination of the pricing procedure must be set up manually. You can set a division, but it is not required (as is the case in SAP ERP). The following elements influence the determination of the pricing procedure: • • • • •

Sales organization Distribution channel Document pricing procedure (can be assigned to a transaction type) Customer pricing procedure (assignment in the business partner – sales area data – billing data) Division (optional)

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For internal use by CSC only

CR100

The pricing procedure is determined in Customizing under the following path: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures

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Figure 111: Condition Types

The condition type determines the category of a condition and how it is used. The calculation type and the scale base type can be defined for each condition type. Each condition type can be set as an automatic surcharge or an automatic discount. Condition types are defined in Customizing under SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Define Settings for Pricing → Create Condition Types. Condition types have a source system (local = CRM or other system (such as R/3).

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For internal use by CSC only

Unit 9: Pricing

SAP ERP condition types can be loaded into the SAP CRM system (Customizing download object CRM_PRC_CNDTYP). SAP CRM condition types cannot be loaded into the ERP system. Some ERP condition types cannot be used in SAP CRM. The term price element is used in the application instead of condition type.

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Lesson: Overview of Pricing

Figure 112: Access Sequence

An access sequence is a search strategy that the system uses to search for valid data in a specific condition type. It comprises one or more accesses that are each defined by specifying a condition table. The sequence of the accesses controls the priority of the individual condition records. The accesses tell the system where to start searching after a valid condition record. Create an access sequence for each condition type for which you create condition records.

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For internal use by CSC only

CR100

Access sequences are defined in Customizing: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Define Settings for Pricing → Create Access Sequences Condition types have a source system (local = CRM or another system (such as R/3).

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Figure 113: Condition Table

Condition table: a table that defines the combination of fields that an individual condition record consists of. The condition table consists of a combination of search and result fields. Condition records are always created using a specific key. Use tables to help you define the structure of condition record keys. The key fields of a condition table must appear together at the start of the table, in other words, non-key fields must not appear between any two key fields. Condition tables are defined in Customizing under the following path: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Define Settings for Pricing → Create Condition Tables.

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For internal use by CSC only

Unit 9: Pricing

Name ranges for condition tables: SAP condition tables 001 – 500 created in the ERP system: SAP001 – SAP500 Customer condition tables 501 – 999 created in the ERP system: CUS501 – CUS999 SAP condition tables created in the CRM system: SAPxxxxx Customer condition tables created in the CRM system: CUSxxxxx

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Lesson: Overview of Pricing

Figure 114: Condition Technique

The system reads the first condition type of the pricing procedure and determines the assigned access sequence. This step, together with the following steps, is repeated for each condition type in the pricing procedure. The system reads the access sequence with the condition tables. The sequence of the condition tables forms the search strategy for determining the individual condition records. Each condition table contains the field combinations according to which the system should search in the condition records, for example business partner – product - price.

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For internal use by CSC only

CR100

The system searches for valid condition records for the condition tables. If the system does not find a valid condition record for the first condition table, it carries on and searches for a condition record for the next condition table. Once the system has found a valid condition record for a condition table, it makes the result available to pricing in the form of prices and discounts. If the search procedure contains more than one condition type, the system repeats the search for condition records for each condition type. In the SAP CRM system, the free goods, campaign and product determination functions are executed with the pricing mechanism (condition technique). Different kinds of condition groups – for example, prices, discounts, surcharges, freight or taxes – can be determined.

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Figure 115: Condition Records

Data about conditions is stored in condition records. You can limit a price agreement to a specific period. To do this, specify a validity period. This can be useful when you want to have different price lists for different years or have discounts valid only for the duration of a special offer. The values in a condition record (price, markup, discount) can be maintained according to a value scale. You can specify an unlimited number of levels in a value scale.

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For internal use by CSC only

Unit 9: Pricing

Performance-Optimized Pricing With EhP1 for SAP CRM 7.0 it is possible to enable performance-optimized pricing. Caution: This functionality is part of business function CRM_PERFORMANCE which also contains other features related to performance optimization. After activating the business function CRM_PERFORMANCE, additional settings have to be made in customizing. Choose SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Performance-Optimized Condition Processing and Pricing

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Lesson: Overview of Pricing

Performance-optimized condition processing and pricing encompasses the following features that provide improved system reaction times during editing of business transactions. These functions are available for transaction types that are configured on the basis of the business objects (transaction categories) listed in SAP Note 1436942. New pricing interface: Configurable mapping between the transaction fields and condition fields allows you to set up pricing so that the system only calls the pricing engine for changed fields, based on the transaction's pricing procedure. You can continue to use the old pricing interface after you have activated this business function. Hint: Conversion to the new pricing can require some configuration effort and the reimplementation of Business Add-Ins (BAdIs), and should only be made after detailed analysis. •

Delayed cross-item pricing: You can enable business users to postpone calculation of cross-item prices (where group conditions apply), thereby improving system reaction time during editing of transactions. When cross-item pricing is delayed, price calculations that require aggregated cross-item data are processed on item level only during transaction editing. This includes the calculation of taxes based on the gross transaction value, discounts and surcharges based on the total value of multiple items value (for example, total weight), and distribution of rounding differences.

For internal use by CSC only

For internal use by CSC only

•

Business users can switch cross-item pricing on and off from the user interface (however, this option is not available with SAP Intellectual Property Management). When the user enables cross-item pricing again or saves the transaction, cross-item pricing takes place if necessary, that is, if price data is not up-to-date.

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Figure 116: Delayed Cross-Item Pricing

When cross-item pricing is delayed, price calculations that require aggregated cross-item data are processed on item level only during transaction editing. This includes the calculation of taxes based on the gross transaction value, discounts and surcharges based on the total value of multiple items value (for example, total weight), and distribution of rounding differences. Processing of structure conditions and manually-entered header conditions is also delayed. Business users can switch cross-item pricing on and off with the option More → Disable Cross-Item Pricing / Enable Cross-Item Pricing . When the user enables cross-item pricing again or saves the transaction, cross-item pricing takes place if necessary, that is, if price data is not up-to-date.

For internal use by CSC only

For internal use by CSC only

Unit 9: Pricing

When cross-item pricing is disabled, the following apply: • •

340

Price totals are not displayed in the transaction when a pricing-relevant change is made. On transaction header level, price conditions (Prices assignment block) and data in the Price Details assignment block cannot be changed.

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Lesson: Overview of Pricing

Lesson Summary You should now be able to: • Describe the Internet Pricing and Configurator (IPC) • Understand the essential features of the condition technique • Describe the pricing functions • Make settings in pricing Customizing For internal use by CSC only

For internal use by CSC only

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Unit 9: Pricing

CR100

Lesson: Condition Maintenance and Pricing Functions Lesson Overview This lesson goes into details of maintaining pricing related conditions in CRM. For internal use by CSC only

After completing this lesson, you will be able to: •

Carry out condition maintenance in SAP CRM

Business Example You want to familiarize yourself with the pricing condition maintenance functions in the SAP CRM system.

For internal use by CSC only

Lesson Objectives

Figure 117: General Condition Maintenance in the CRM WebClient UI

is available in the CRM WebClient UI. • • • •

342

Log on with business role Sales Professional (SALESPRO) Choose Sales Operations → Search → Prices Enter Application, Price Maintenance Group and choose OK. Search for existing prices or create new prices.

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Lesson: Condition Maintenance and Pricing Functions

General condition maintenance in the SAP CRM system can also be called using the SAP GUI:

Figure 118: Condition Maintenance

If you want to edit conditions for standard CRM business processes, enter CRM in the application field and a suitable (condition) maintenance group. You can merge the required condition types/condition tables using the condition maintenance groups in Customizing. In general condition maintenance, the context GCM allows you to make the corresponding selection of condition types/condition tables.

For internal use by CSC only

For internal use by CSC only

SAP Menu → Master Data → Prices and Conditions → Maintain Conditions

Figure 119: Condition Maintenance Groups and Contexts

A condition maintenance group bundles condition tables and types for condition maintenance. There is a special view in condition maintenance for this.

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Unit 9: Pricing

CR100

The SAP CRM system contains general condition maintenance (GCM) as well as special maintenance contexts. In GCM, you can maintain the conditions that are in condition maintenance groups and which are assigned to the GCM maintenance context. You can define separate condition maintenance groups and the assignment of maintenance contexts in Customizing:

For internal use by CSC only

SAP Implementation Guide→ Customer Relationship Management → Master Data → Conditions and Condition Technique → Condition Technique: Basics → Define Maintenance Groups for Context

For internal use by CSC only

SAP Implementation Guide→ Customer Relationship Management → Master Data → Conditions and Condition Technique → Condition Technique: Basics → Create Maintenance Group

Figure 120: Pricing Analysis in Transactions: Example

You can carry out a pricing analysis. This is a log that gives you an overview of the transactions in automatic pricing. You can use this information to check how the individual pricing elements from the item are calculated in the system. The system displays information about each pricing transaction as well as the last pricing transaction that was carried out. This enables you to compare pricing transactions. This can be useful after failed searches or price changes. User parameter PRC_TRACE = X must be set. Otherwise the button to invoke the price trace is not available.

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Lesson: Condition Maintenance and Pricing Functions

Figure 121: Pricing: Functions

Differences between pricing in SAP CRM and SAP ERP: • • • • • •

• •

2009

The following condition types are not supported in SAP CRM: EK01, EK02, BO01 to BO05, AZWR, RL00, MW15, VRPS, EDI1, EDI2. Mass copying of condition records is not possible in SAP CRM. Change documents are not available in SAP CRM. Archiving of pricing conditions is not possible in SAP CRM. For technical reasons in SAP CRM, you cannot display the underlying condition record from condition maintenance in a transaction. Unlike SAP ERP, there are several pricing program runs in SAP CRM. This means that is also possible to compare different pricing runs. This might be useful after price changes or during an error search, for example. The pricing type cannot be predefined in SAP CRM when new pricing is started. Customer-specific SAP ERP formulas and requirements must be implement accordingly in SAP CRM (IPC).

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For internal use by CSC only

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Figure 122: Tax Determination via TTE

If you create billing documents using CRM Billing, the taxes are determined via the Transaction Tax Engine. The TTE determines and calculates tax based on the condition records and tax exemption licenses. The TTE uses the transferred data to determine the tax event, tax type(s) and the corresponding tax record. To start the call of the Transaction Tax Engine, you need define the condition type 0TTE (for tax calculation and the net price) or 1TTE (for tax calculation and the gross price). We recommend that you use the 0CRM01 pricing procedure.

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For internal use by CSC only

Unit 9: Pricing

As of SAP CRM 4.0, there is a persistent tax document. This document is stored permanently in the system and can be accessed at all times. The persistent tax document comprises all input and output data for a particular TTE tax determination and calculation. The simulation transaction TTE_SIMULATION supports: • • •

346

Testing of all Customizing parameters Testing of all tax calculation results Saving of documents.

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CR100

Lesson: Condition Maintenance and Pricing Functions

Exercise 27: Condition Maintenance and Customizing – Sales Exercise Objectives

For internal use by CSC only

Business Example You want to set up your sales and service transactions so that when transactions are processed, pricing is carried out and the relevant pricing elements are found for each business transaction. In addition, you want to familiarize yourself with condition maintenance in CRM.

Task 1: Conditions and condition maintenance in the CRM system 1.

Create a sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces. Hint: Choose Business Role Sales Professional

2.

Check the item details of the transaction to see whether the system has found a customer discount.

For internal use by CSC only

After completing this exercise, you will be able to: • Maintain conditions in the CRM system • Perform certain basic Customizing settings related to pricing in transactions

Hint: Display the assignment block Price Details on item level. 3.

Can you enter the price element Customer Discount with a value of 5% manually?

4.

In the future the customer ##Megastore should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year. Maintain a condition master record in the CRM system accordingly. Note: Sales Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU) Sales area: Sales US; 30; 00 Continued on next page

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5.

Create another sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces. Is the customer discount found automatically? Save the transaction and note the number. _______________

Customizing Pricing 1.

What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise? Influencing factor 1______________________________________ Origin: ___________________________________________ Influencing factor 2______________________________________ Origin: ___________________________________________ Influencing factor 3______________________________________ Origin: ___________________________________________ Influencing factor 4______________________________________ Origin: ___________________________________________ Influencing factor 5______________________________________

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For internal use by CSC only

Task 2:

Origin: ___________________________________________ 2.

Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignmnet table in Customizing.

Task 3: Set up a new condition maintenance group in Customizing. 1.

You want to display the customer-specific material price, which you created in ERP (condition type PR00), in the general condition maintenance. To do this, set up a separate condition maintenance group – ZCMG## (maintenance group ##) – containing the corresponding condition table/condition type. Use a suitable description. Specify that this condition maintenance group is in the GCM (general condition maintenance) context.

Continued on next page

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Lesson: Condition Maintenance and Pricing Functions

2.

In general condition maintenance, check whether you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##.

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For internal use by CSC only

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CR100

Solution 27: Condition Maintenance and Customizing – Sales Task 1: Conditions and condition maintenance in the CRM system Create a sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces. Hint: Choose Business Role Sales Professional a)

Choose Sales Cycle. Choose Create → Sales Order. Choose Sales Process. Sold-To Party: ##Megastore. External Reference: Pricing ##. Product ID: HT-1010 Quantity: 10

2.

Check the item details of the transaction to see whether the system has found a customer discount.

For internal use by CSC only

For internal use by CSC only

1.

Hint: Display the assignment block Price Details on item level. a)

Choose the Edit icon next to the item that you have just created in the Items assignment block. In the item details, open the Price Details assignment block. The list of displayed price elements does not include a Customer Discount entry.

3.

Can you enter the price element Customer Discount with a value of 5% manually? a)

Choose Add. Price Element: Customer Discount In the column Price enter 5. The minus sign (–) is added automatically. Choose Back and save the transaction. Continued on next page

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Lesson: Condition Maintenance and Pricing Functions

4.

In the future the customer ##Megastore should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year. Maintain a condition master record in the CRM system accordingly. Note: Sales Operations → Search → Prices Application: Sales/Service

For internal use by CSC only

Sales area: Sales US; 30; 00 a)

Sales Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount Choose OK. Choose New. Price Type: Customer Discount Choose OK. Sales Organization: Sales US Distribution Channel: 30 Division: 00

For internal use by CSC only

Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU)

Sold-To Party: Amount: 3 Valid From: Today Valid To: End of year Choose Back. Save your data. 5.

Create another sales order of the type Sales Process with the account ##Megastore and enter the product HT-1010 with a quantity of 10 pieces. Is the customer discount found automatically? Save the transaction and note the number.

Continued on next page

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Unit 9: Pricing

CR100

_______________ a)

Choose Sales Cycle. Choose Create → Sales Order. Choose Sales Process. Sold-To Party: ##Megastore.

Product ID: HT-1010 Quantity: 10 Choose the icon next to the item that you have just created in the Items assignment block. In the item details, open the Price Details assignment block. Is the customer discount found automatically? The list of displayed price elements now includes the customer discount entry. Save the transaction and note the number. _______________

Task 2: Customizing Pricing 1.

For internal use by CSC only

For internal use by CSC only

External Reference: Pricing ##.

What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise? Influencing factor 1______________________________________ Origin: ___________________________________________ Influencing factor 2______________________________________ Origin: ___________________________________________ Influencing factor 3______________________________________ Origin: ___________________________________________ Influencing factor 4______________________________________ Origin: ___________________________________________ Influencing factor 5______________________________________ Origin: ___________________________________________ Continued on next page

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Lesson: Condition Maintenance and Pricing Functions

a)

The determination of the pricing procedure can be influenced by the following factors: Influencing factor 1: Sales organization Specific value: Sales US (O 50000609) Origin: Assignment block: Organizational Data Influencing factor 2: Distribution channel

For internal use by CSC only

For internal use by CSC only

Specific value: Internet Sales (30) Origin: Assignment block: Organizational Data Influencing factor 3: Division Specific value: – Origin: Assignment block: Organizational Data Influencing factor 4: Document pricing procedure Specific value: CRM (9) Origin: Transaction type [ZSAL] Influencing factor 5: Customer Pricing Procedure Specific value: Standard (1) Origin: Account

––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Additional information for influencing factors 1-3 The organizational data is found in the Organization Data assignment block in the details of the transaction. Additional information for influencing factor 4 (document pricing procedure) Choose Architecture and Technology → Configuration → Customizing. Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Select entry ZSAL and choose Details. In the dialog structure, double-click Assignment of Business Transaction Categories. Continued on next page

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Unit 9: Pricing

CR100

Select the Sales transaction category and double-click Customizing header in the dialog structure. The document pricing procedure is CRM (9). Additional information for influencing factor 5 (customer pricing procedure) Choose Account Management. For internal use by CSC only

Search for acount ##Megastore. Open the Sales Area Data assignment block for the account ##Megastore. Choose edit action (

) for the sales area.

US Sales & Service; Internet Sales; – The customer pricing procedure is Standard (1). 2.

Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignmnet table in Customizing. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures Choose Position. Sales Organization ID: O 50000609 (Use the input help)

For internal use by CSC only

Choose Search → Accounts.

Distribution Channel: 30 Division: < > Document Pricing Procedure: 9 Customer Pricing Procedure: 1 Choose ENTER. The pricing procedure found is 0CRM01.

Task 3: Set up a new condition maintenance group in Customizing. 1.

You want to display the customer-specific material price, which you created in ERP (condition type PR00), in the general condition maintenance. To do this, set up a separate condition maintenance group – ZCMG## (maintenance group ##) – containing the corresponding condition table/condition type. Use a suitable description. Continued on next page

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Lesson: Condition Maintenance and Pricing Functions

Specify that this condition maintenance group is in the GCM (general condition maintenance) context. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Techniquie → Condition Technique: Basics → Create Maintenance Group Choose New Entries.

For internal use by CSC only

Description: Maintenance group ## Confirm your entry, select it and choose Condition Maintenance Group: Detail in the dialog structure on the left. Choose New Entries. Counter: 1 Application: CRM Usages: PR Condition table: SAP305 Condition Type: PR00 Description: Customer Material Price ERP ## Save your entries. SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Technique → Condition Technique: Basics → Define Maintenance Groups for Context

For internal use by CSC only

Maintenance group: ZCMG##

Maintenance context: GCM Choose New Entries. Group: ZCMG## Save your entries.

Continued on next page

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Unit 9: Pricing

CR100

2.

In general condition maintenance, check whether you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##. a)

Sales Operations → Prices Application: Sales/Service Price Maintenance Group: Maintenance Group ##

For internal use by CSC only

Enter the following search criteria: Price Element: PR00 Sold-to Party: 3271 Choose Search. Customer specific price elements (condition records) for account 3271 are displayed. However, it is not possible to change the master record because it was transferred from the ERP system and is not intended for processing in the SAP CRM system.

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Choose OK.

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CR100

Lesson: Condition Maintenance and Pricing Functions

Exercise 28: Condition Maintenance and Customizing – Service (Optional) Exercise Objectives

For internal use by CSC only

Business Example You want to set up your sales and service transactions so that when transactions are processed, pricing is carried out and the relevant pricing elements are found for each business transaction. In addition, you want to familiarize yourself with condition maintenance in CRM.

Task 1: Conditions and condition maintenance in the CRM system 1.

Create a service order of the type ##Service order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU. Hint: Use Business Role Service Professional

2.

Check the item details of the transaction to see whether the system has found a Customer Discount price element.

For internal use by CSC only

After completing this exercise, you will be able to: • Maintain conditions in the CRM system • Perform certain basic Customizing settings related to pricing in transactions

Hint: Display the assignment block Price Details on item level. 3.

Can you enter the price element Customer Discount with a value of 5% manually?

4.

In the future your customer ##Stockmann should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year. Maintain a condition master record in the CRM system accordingly. Note: Service Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU) Sales area: Sales US; 30; 00 Continued on next page

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Unit 9: Pricing

CR100

5.

Create another service order of the type ##Service Order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU. Is the customer discount found automatically? Save the transaction and note the number. _______________ [→ Data sheet]

Customizing Pricing 1.

What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise (1–1)? Influencing factor 1______________________________________ Origin: ___________________________________________ Influencing factor 2______________________________________ Origin: ___________________________________________ Influencing factor 3______________________________________ Origin: ___________________________________________ Influencing factor 4______________________________________ Origin: ___________________________________________ Influencing factor 5______________________________________

For internal use by CSC only

For internal use by CSC only

Task 2:

Origin: ___________________________________________ 2.

Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignmnet table in Customizing.

Task 3: Set up a new condition maintenance group in Customizing. 1.

You want to edit the customer discount that you created in the last exercise (condition type PR00) in a condition maintenance group that is set up specifically for this purpose. To do this, set up a separate condition maintenance group – ZCMG## (Maintenance Group ## – containing the corresponding condition table/condition type. Use a suitable description. Specify that this condition maintenance group is in the GCM (general condition maintenance) context. Continued on next page

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Lesson: Condition Maintenance and Pricing Functions

2.

In general condition maintenance, check whether you can display condition master records of condition type PR00 in condition maintenance group ZCMG##.

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For internal use by CSC only

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Unit 9: Pricing

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Solution 28: Condition Maintenance and Customizing – Service (Optional) Task 1: Conditions and condition maintenance in the CRM system Create a service order of the type ##Service order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU. Hint: Use Business Role Service Professional a)

Choose Service Orders. Choose Create → Service Order. Choose ##Service order. Sold–To Party: ##Stockmann. External Reference: Pricing ##. Product ID: ##Repair Quantity: 2

2.

Check the item details of the transaction to see whether the system has found a Customer Discount price element.

For internal use by CSC only

For internal use by CSC only

1.

Hint: Display the assignment block Price Details on item level. a)

Choose the Edit icon next to the item that you have just created in the Items assignment block. In the item details, open the Price Details assignment block. The list of displayed price elements does not include a customer discount entry.

3.

Can you enter the price element Customer Discount with a value of 5% manually? a)

Choose Add. Price Element: Customer Discount In the column Price enter 5. The minus sign (–) is added automatically. Choose Back and save the transaction. Continued on next page

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Lesson: Condition Maintenance and Pricing Functions

4.

In the future your customer ##Stockmann should always receive a Customer Discount of 3%. This agreement should last from today until the end of the year. Maintain a condition master record in the CRM system accordingly. Note: Service Operations → Search → Prices Application: Sales/Service

For internal use by CSC only

Sales area: Sales US; 30; 00 a)

Service Operations → Search → Prices Application: Sales/Service Price Maintenance Group: Cust. Spec. Discount Choose OK. Choose New. Price Type: Customer Discount Choose OK. Sales Organization: IDES TR Distribution Channel: 10 Division: 00

For internal use by CSC only

Price Maintenance Group: Cust. Spec. Discount (BUPADISCOU)

Sold-To Party: Amount: 3 Valid From: Today Valid To: End of year Choose Back. Save your data. 5.

Create another service order of the type ##Service Order with the account ##Stockmann and enter the product ##Repair with a quantity of 2 AU. Is the customer discount found automatically? Save the transaction and note the number.

Continued on next page

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Unit 9: Pricing

CR100

_______________ [→ Data sheet] a)

Choose Service Orders. Choose Create → Service Order. Choose ##Service order. Sold–To Party: ##Stockmann.

Product ID: ##Repair Quantity: 2 Choose the Edit icon next to the item that you have just created in the Items assignment block. In the item details, open the Price Details assignment block. Is the customer discount found automatically? The list of displayed price elements now includes the Customer Discount entry. Save the transaction and note the number. _______________

Task 2: Customizing Pricing 1.

For internal use by CSC only

For internal use by CSC only

External Reference: Pricing ##.

What factors influence the determination of a pricing procedure? Where in the system are the specific values of the factors for your special business transactions in the previous exercise (1–1)? Influencing factor 1______________________________________ Origin: ___________________________________________ Influencing factor 2______________________________________ Origin: ___________________________________________ Influencing factor 3______________________________________ Origin: ___________________________________________ Influencing factor 4______________________________________ Origin: ___________________________________________ Influencing factor 5______________________________________ Origin: ___________________________________________ Continued on next page

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CR100

Lesson: Condition Maintenance and Pricing Functions

a)

The determination of the pricing procedure can be affected by the following factors: Influencing factor 1: Sales organization Specific value: IDES TR (O 50005807) Origin: Assignment block: Organizational Data Influencing factor 2: Distribution channel

For internal use by CSC only

For internal use by CSC only

Specific value: Final customer sales (10) Origin: Assignment block: Organizational Data Influencing factor 3: Division Specific value: – Origin: Assignment block: Organizational Data Influencing factor 4: Document pricing procedure Specific value: SP : Contract (S) Origin: Transaction type [ZS##] Influencing factor 5: Customer Pricing Procedure Specific value: Standard (1) Origin: Account

––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Additional information for influencing factors 1-3 The organizational data is found in the Organization Data assignment block in the details of the transaction. Additional information for influencing factor 4 (document pricing procedure) Choose Architecture and Technology → Configuration → Customizing. Choose SAP Reference IMG. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Select entry ZS##and click on the Details icon (

).

In the dialog structure, double-click Assignment of Business Transaction Categories. Continued on next page

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Unit 9: Pricing

CR100

Select the Sales transaction category and double-click Customizing header in the dialog structure. The document pricing procedure is called SP : Contract (S). Additional information for influencing factor 5 (customer pricing procedure) Choose Accounts & Products. For internal use by CSC only

Search for acount ##Stockmann. Open the Sales Area Data assignment block for the account ##Stockmann. Choose edit action (

) for the sales area.

[IDES CRM Training Company; Final customer sales; –] The customer pricing procedure is Standard (1). 2.

Which pricing procedure is determined for your data in the transaction? Find this out by checking the assignmnet table in Customizing. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Pricing → Pricing in the Business Transaction → Determine Pricing Procedures Choose Position. Sales Organization ID: O 50005807 (Use the input help)

For internal use by CSC only

Choose Search → Accounts.

Distribution Channel: 10 Division: < > Document Pricing Procedure: S Customer Pricing Procedure: 1 Choose ENTER. The pricing procedure found is 0CRM02.

Task 3: Set up a new condition maintenance group in Customizing. 1.

You want to edit the customer discount that you created in the last exercise (condition type PR00) in a condition maintenance group that is set up specifically for this purpose.

Continued on next page

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CR100

Lesson: Condition Maintenance and Pricing Functions

To do this, set up a separate condition maintenance group – ZCMG## (Maintenance Group ## – containing the corresponding condition table/condition type. Use a suitable description. Specify that this condition maintenance group is in the GCM (general condition maintenance) context. SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → and Condition Technique → Condition Technique: Basics → Create Maintenance Group Choose New Entries. Maintenance group: ZCMG## Description: Maintenance Group ## Confirm your entry, select it and choose Condition Maintenance Group: Detail in the dialog structure on the left. Choose New Entries. Counter: 1 Application: CRM Usages: PR Condition table: SAP305 Condition Type: PR00 Description: Customer–spec. Material price ##

For internal use by CSC only

For internal use by CSC only

a)

Save your entries. SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Conditions and Condition Technique → Condition Technique: Basics → Define Maintenance Groups for Context Maintenance context: GCM Choose New Entries. Group: ZCMG## Save your entries.

Continued on next page

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Unit 9: Pricing

CR100

2.

In general condition maintenance, check whether you can display condition master records of condition type PR00 in condition maintenance group ZCMG##. a)

Service Operations → Prices Application: Sales/Service Price Maintenance Group: Maintenance Group ##

For internal use by CSC only

Enter the following search criteria: Price Element: PR00 Sold-to Party: 3271 Condition Type: PR00 Choose Search. Customer specific price elements (condition records) for account 3271 are displayed. However, it is not possible to change the master record because it was transferred from the ERP system and is not intended for processing in the SAP CRM system.

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Choose OK.

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Lesson: Condition Maintenance and Pricing Functions

Lesson Summary You should now be able to: • Carry out condition maintenance in SAP CRM

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For internal use by CSC only

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Unit Summary

CR100

Unit Summary You should now be able to: • Describe the Internet Pricing and Configurator (IPC) • Understand the essential features of the condition technique • Describe the pricing functions • Make settings in pricing Customizing • Carry out condition maintenance in SAP CRM For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

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For internal use by CSC only

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Unit 10 Unit Overview Unit Objectives After completing this unit, you will be able to: • • • •

Understand the usage of CRM Billing Explain a billing process Describe the structure of billing documents Name the Customizing settings relevant for CRM Billing

Unit Contents Lesson: Overview of CRM Billing .............................................370 Lesson: Customizing CRM Billing ............................................380 Exercise 29: Creating Billing Documents – Sales......................387 Exercise 30: Creating Billing Documents – Service (Optional).......395

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For internal use by CSC only

CRM Billing

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Unit 10: CRM Billing

CR100

Lesson: Overview of CRM Billing Lesson Overview This lesson provides an overview of the billing process in SAP CRM.

Lesson Objectives For internal use by CSC only

• • •

Understand the usage of CRM Billing Explain a billing process Describe the structure of billing documents

Business Example You want to use CRM Billing to invoice service transactions and customer orders. You need to familiarize yourself with the general concepts of CRM Billing.

Usage of CRM Billing and System Landscape

For internal use by CSC only

After completing this lesson, you will be able to:

Figure 123: Recommendations for Usage of CRM Billing

We recommend to use CRM Billing when one of the prerequisites mentioned on the above slide applies. CRM Billing is optional for customers who already utilize ERP Billing and who do not implement specific CRM scenarios (as mentioned on the slide above).

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Lesson: Overview of CRM Billing

Figure 124: System Landscape

In SAP CRM, you can issue invoices for various business transactions. These include invoices for: Service contracts, service orders, service confirmations, complaint and other CRM service related documents. Sales orders (with or without reference to delivery). You can use CRM Billing to combine service order items and sales order items in the invoices. This simplifies communication with your customers.

For internal use by CSC only

For internal use by CSC only

CR100

If you want to invoice only CRM sales orders and you are currently using SAP Sales and Distribution (SAP SD), you have the option of using either SD Billing or CRM Billing. You should normally use CRM Billing to invoice contracts, service orders, confirmations and complaints. The ERP component SAP FI-AR (accounts receivable accounting) or FI-CA (Contract Accounts Receivable and Payable) must be implemented if you wish to post billing documents in financial accounting. The billing component in SAP CRM is a billing engine application that is generated beforehand. When you make Customizing settings for billing, make these for the CRM Billing application.

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Unit 10: CRM Billing

CR100

Figure 125: Process Overview

During Input processing, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. As of CRM Release 5.0, you can use an external interface to copy data from non-SAP systems to the CRM Billing due list. It supports the formats IDoc; XML SOAP via HTTP; XML via SAP NetWeaver Exchange Infrastructure

For internal use by CSC only

For internal use by CSC only

Billing Process

For more information, see the documentation for function module CRMXIF_BEA_DL_CRMB_SAVE. If possible during Billing, the system groups related billing due list items from different CRM business transactions into a joint billing document. The billing due list can process due list items as part of an individual billing or as part of collective billing. It is also possible to perform the execution in the background. Output processing consists of invoice output, the transfer to SAP Financials, and retrieval in SAP BI. The output is performed using SAP Smart Forms. The posting of billing data takes place either in SAP FI-AR or in SAP FI-CA. CRM Billing provides all relevant billing data for statistical reports (BI Content).

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Lesson: Overview of CRM Billing

Figure 126: Input Processing

When you save a business transaction in which at least one item is relevant to billing, the system automatically transfers the data from this billing request item to the billing due list in CRM Billing. CRM Billing uses the data from Customizing to determine the item category in CRM Billing for the transferred data record. When the system cannot determine an item category (if, for example, the item category determination is not set up completely), the system has to reject the transferred data record because billing is not possible without the item categories (the billing due list is incomplete).

For internal use by CSC only

For internal use by CSC only

CR100

CRM Billing saves all successfully processed and completed data as billing due list items. You can search for billing due list items using various selection criteria. You can display the details of each billing due list item. There are two ways of setting a billing block: You give the business transaction item billing block status. The billing item category is blocked for billing by the corresponding indicator.

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Figure 127: Billing Process

As a sub process of general billing, CRM Billing transfers billing due list items to billing document items and assigns these to the billing document headers. Therefore, billing documents (for example, invoices, credit memos and debit memos) are created from items which come from a wide range of CRM business transactions. Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billing document type, billing date, terms of payment and the Split Criteria field. You can also influence the split criteria using the copying requirements. To do so, follow the Customizing path: SAP Implementation Guide → Customer Relationship Management → Billing → Define Copying Requirements.

For internal use by CSC only

For internal use by CSC only

Unit 10: CRM Billing

Figure 128: Billing Documents

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Lesson: Overview of CRM Billing

Billing documents are not exchanged between the CRM and ERP systems. As long as the invoices have not been transferred to accounting, you can make certain changes to the invoices (such as changing the value date, the prices and texts). CRM invoices generate the sales data for the rebate.

For internal use by CSC only

For internal use by CSC only

You can cancel individual billing documents and also execute collective cancellations. The system transfers cancellation information to financial accounting automatically.

Figure 129: Billing Execution

Perform billing in the SAP GUI if You are using variants to perform collective billing. Variants are a group of predefined selection criteria for billing.

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Figure 130: Output Processing

Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data and is split into the following processes: Output of invoicing documents through different output media (for example, printer, fax, e-mail or external output management systems) Transfer of billing data to a range of SAP ERP accounting applications. Provision of data for SAP Business Information Warehouse (SAP BI)

For internal use by CSC only

For internal use by CSC only

Unit 10: CRM Billing

Connection of any non-SAP application to the external interface of CRM Billing – You can find more information about connection under Interfaces for connecting to external systems. CRM Billing allows you to issue invoices in the following output methods: printer, fax, e-mail, archive, and external printing channels (via the XML interface in CRM Billing). Smart Forms process the invoice in the layout you require. The formation of a specific invoice depends on the billing type of the corresponding action (for example invoices, credit memos, debit memos or cancellation documents). You can monitor the transfer to accounting (status; error handling). You can carry out the transfer to accounting separately (at a later point in time). You can set up account determination either simply or flexibly (condition technique).

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Lesson: Overview of CRM Billing

Figure 131: Billing Plans

You use billing plans to schedule individual dates for billing for a product or service, independent of the product delivery or provision of the service. You can either bill the same amount at regular intervals (periodic billing plan) or bill different amounts at specified dates that have been predefined (milestone billing plan). The billing plan specifies when a certain amount is invoiced. Service contracts and leasing scenarios in particular use billing plans.

For internal use by CSC only

For internal use by CSC only

Additional Billing Topics

You set up billing plan types and billing plan determination in Customizing:

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Unit 10: CRM Billing

CR100

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Billing Plan

For internal use by CSC only

In SAP CRM, billing request lines can be used in parallel with billing request items; you can begin using the new technique for new business transactions while existing transactions use the old technique. Billing request lines are available once business function CRM_PERFORMANCE has been activated. For more details on the business function, prerequisites and billing request lines, please refer to the corresponding documentation in the Online Help.

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For internal use by CSC only

Hint: With EhP1 for SAP CRM 7.0 a new technique is available for periodic billing. This technique improves system performance during editing of contracts (for which periodic billing is applicable). In particular, performance is improved for contracts with a large number of items (although it is also improved, but to a lesser extent, for contracts with fewer items). Rather than generating a billing request item in each settlement period, as a subitem of each billable item, the system generates one billing request line within each item in each settlement period. Billing request lines can be processed significantly faster than billing request items.

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CR100

Lesson: Overview of CRM Billing

Lesson Summary You should now be able to: • Understand the usage of CRM Billing • Explain a billing process • Describe the structure of billing documents

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For internal use by CSC only

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Unit 10: CRM Billing

CR100

Lesson: Customizing CRM Billing Lesson Overview This lesson goes into details of customizing the billing process in SAP CRM. For internal use by CSC only

After completing this lesson, you will be able to: •

Name the Customizing settings relevant for CRM Billing

Business Example You want to use CRM Billing to invoice service transactions and customer orders. You need to familiarize yourself with the relevant Customizing settings.

For internal use by CSC only

Lesson Objectives

Figure 132: Customizing Organizational Data

You need to specify which units are responsible for creating billing documents in your organization. Billing units can be sales organizations, service organizations, or vendors in intercompany billing scenarios. The billing unit (BU) is a CRM business partner that has the role Billing Unit. For more information, see the IMG documentation: SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Units The billing unit can be defined separately and independently of the sales or service organization.

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Lesson: Customizing CRM Billing

You can assign more than one sales organization to a billing unit (cross-sales organization billing)

Figure 133: Billing Document Customizing

In order to use all CRM Billing functions, you must maintain all the activities in the Implementation Guide under the Billing node. To find the billing node, choose the following path in the Implementation Guide: Customer Relationship Management → Billing. Under Define Billing Types, determine the billing types for CRM Billing. A billing type specifies a billing document's characteristics and properties. The billing type attributes determine how the system behaves during billing. Under Define Billing Item Categories , enter the item categories for CRM Billing. The item category determines the properties and characteristics of the billing due list items and the billing items. The item category attributes specify how the system behaves during input processing and billing.

For internal use by CSC only

For internal use by CSC only

Billing units are assigned uniquely to company codes.

Under Item Category Determination, make the settings for item category determination in CRM Billing. Item category determination is used to define the item category for CRM Billing using data from CRM business transactions. There are two ways of doing this: In the Assign Item Categories activity, you can assign the item category in CRM Billing to a specific combination of transaction type (process type of source application) and an item category of the relevant CRM business transaction.

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Figure 134: Example: Customizing of the Service Confirmation

This figure shows extracts from standard SAP CRM Customizing. The example shows the confirmation of a service order with three typical items that are not relevant for billing. A confirmation transaction is created with other item types as a follow-up transaction. In the example, the (transaction) item types of the confirmation are set as relevant for billing. In standard systems, the billing relevance is set to Transaction-related billing after completion. In this situation, it is necessary to complete the confirmation and the service order for billing. You also then use the Release for Billing function. If the billing relevance is set to Order-related billing acc. to order quantity, the billing due list is created when the confirmation is completed.

For internal use by CSC only

For internal use by CSC only

Unit 10: CRM Billing

In billing Customizing, the “determination” is set by the billing item categories. In the example, item category SCN is determined. If required, an enhanced item category determination can be set up in Customizing. The default value for the billing type is stored in the details of billing item category SCN. This is F2SV in the example. Note that the contents of the pricing procedure of the transaction to be billed must match the pricing procedure of the billing type (ideally they should be the same). You can ensure that this is the case by setting the “Copy Pricing Procedure” indicator for the billing type. If you do this, you do not have to assign a pricing procedure to the billing type.

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Lesson: Customizing CRM Billing

Figure 135: Example: Customizing of a Delivery-Related Sales Order

The example on this figure and the next illustrates a distribution-relevant CRM sales order (the replicated ERP sales order is not shown on this page) with delivery processing in the ERP system. Billing takes place in the CRM system. The transaction item category of the CRM sales order is set a relevant for (CRM) billing. Standard CRM systems contain the billing relevancies Delivery-Related Billing [F] and Delivery-Related Billing – No Zero Quantities [G].

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For internal use by CSC only

CR100

In this situation, an invoice requires two entries in billing item category determination. Note that the (first) billing item category that is found and which is generated by the CRM order item is flagged as a dependent item. This billing due list item cannot be selected in the billing due list. After successful delivery processing (and goods issue posting), a second billing due list item is generated which may then be invoiced. Note that the price determination settings and price conditions must be maintained in CRM when delivery-related CRM Billing is used.

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Figure 136: Billing Due List During Delivery-Related CRM Billing

The CRM sales order displayed above generates a (first) billing due list item. After further processing in the ERP system, delivery processing generates a second billing due list item. When you set the Dependent Item indicator in Customizing for CRM Billing, you can define billing item categories so that the billing due list items which they contain from the data transfer are dependent on another business transaction. Only the data of this business transaction that is transferred later can be billed.

For internal use by CSC only

For internal use by CSC only

Unit 10: CRM Billing

So, for example, order item TAND is a dependent item which cannot be selected in the billing due list. If the delivery occurs in the ERP system and delivery item TAN is transferred to CRM Billing, item TAN can be billed. Note: A special setting can be made to change the underlying system configuration of CRM. This setting is from Service Parts Management (SPM) and there are certain minimum system requirements for its use. When this setting is made, new sales orders are no longer transferred from SAP CRM to SAP ERP. Instead, unchecked deliveries are created immediately in SAP ERP. An unchecked delivery is a delivery document that contains requested delivery dates and quantities that were transferred from the sales order. In a subsequent program run in the background, SAP ERP converts the unchecked deliveries into checked deliveries.

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Lesson: Customizing CRM Billing

Figure 137: Additional Customizing Settings

In service-related Customizing, you make settings for the services in CRM Billing: pricing, partner processing, text processing, and action processing. Under integration-related Customizing, you make settings for integrating billing with accounting applications. Settings regarding document types, accounts and tax codes for accounting documents are made here.

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For internal use by CSC only

CR100

Figure 138: Configuring the Billing Application

The billing engine framework enables you to adjust the CRM Billing invoice application flexibly.

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Unit 10: CRM Billing

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For details of the additional functions in the context of CRM Billing, see SAP Implementation Guide → Customer Relationship Management → Billing → Configure Application Caution: Some of the features require that they are enabled in the billing configuration and that the relevant business function (CRM_SLS_SRV_1) is activated! For internal use by CSC only

•

Intercompany Billing: You use this function to generate invoices between units within a corporate group. You need to do this if the unit that receives an order does not deliver the product, but the product is instead delivered by another unit that is within the same organization but in a different company code. Single- and multi-level intercompany billing as well as intercompany payables are supported features.

•

•

•

386

Currency conversion: Currency conversion in SAP CRM billing takes place if a sales or service transaction was created in a transaction currency that has expired (is no longer a legal means of exchange) on the billing document creation date. Data Retention Tool extended (DARTX): You can use DARTX to extract and retain the SAP CRM data that is needed to support your individual tax audit requirements. The data set that is supported in the standard offering of DARTX is intended as a subset of the data that is needed by your company for audit compliance. Therefore, as a prerequisite to the implementation of DARTX, it is first necessary to plan your company-specific data needs. Since neither logistics nor financial accounting data is available in SAP CRM, it is also necessary to plan a data retention strategy for audit-relevant data in SAP ERP. Access Control Engine (ACE) enablement: billing documents, billing due list items, rebate due list items, rebate settlements and rebate extracts (in SAP GUI) now are ACE enabled.

© 2010 SAP AG. All rights reserved.

For internal use by CSC only

The list of additional billing functions contains numerous entries, for example

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Lesson: Customizing CRM Billing

Exercise 29: Creating Billing Documents – Sales Exercise Objectives

For internal use by CSC only

Business Example You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

Task 1: Relevant organizational data for CRM Billing. 1.

Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers. Hint: Use Business Role Sales Professional Note: Search for accounts that have the role Billing Unit.

2.

Check Customizing to see which of these billing units was assigned to the sales organization Sales US.

3.

Check Customizing to see which company code is assigned to the billing unit.

For internal use by CSC only

After completing this exercise, you will be able to: • Understand the organizational units needed for billing and the assignments of these units • Work with the billing due list and create individual billing documents • Carry out certain necessary Customizing settings to set up CRM Billing

Task 2: Create a new sales order of the type Sales Process (ZSAL) for the customer ##Megastore and the product HT-1000 (1 piece) then maintain it in the ERP system. 1.

Create the sales order in the CRM system and check whether it was transferred to the ERP system. Save the order and note the number. __________________ [Data sheet] Continued on next page

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Unit 10: CRM Billing

2.

CR100

Call the ERP system and perform the following logistical follow-up functions. (a) Deliver your order. Note: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order

For internal use by CSC only

_____________ [Data sheet] (b) Pick the outbound delivery. Note: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Picking → Create Transfer Order→ Single Document Alternative access from the delivery itself: Menu: Subsequent Functions → Picking Note the delivery number if it has not yet taken place. _____________ [Data sheet] 3.

Check the CRM system to see whether your transaction is in the billing due list.

4.

Post the goods issue for your outbound delivery in the ERP system.

5.

Check the CRM system again to see whether your transaction is in the billing due list.

6.

Create a billing document for your entry/transaction.

For internal use by CSC only

Make a note of the delivery number.

_____________ [Data sheet] 7.

Are accounting documents generated in the ERP system?

Task 3: Check the relevant Customizing for CRM Billing.

388

1.

Check the Billing-relevance indicator for the item category ZSAL (which was determined in your transaction).

2.

Find out which billing item category is assigned to your source process category LF (Delivery) in source item category ZSAL.

3.

Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed?

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CR100

Lesson: Customizing CRM Billing

Solution 29: Creating Billing Documents – Sales Task 1: Relevant organizational data for CRM Billing. Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers. Hint: Use Business Role Sales Professional Note: Search for accounts that have the role Billing Unit. a)

Choose Account Management. Choose Search → Accounts. Role is: Billing Unit Choose Search (ENTER). If your search is successful: Numbers of the existing billing units: 407491, 401013, 400021, 408800, 33, 405890, 406383 and possibly others also.

2.

Check Customizing to see which of these billing units was assigned to the sales organization Sales US. a)

For internal use by CSC only

For internal use by CSC only

1.

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Billing Units to Sales Organizations Billing Unit 33 is assigned to sales organization O 50000609 (Sales US).

3.

Check Customizing to see which company code is assigned to the billing unit. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Company Codes to Billing Units Company Code 3000 is assigned to Billing unit 33.

Continued on next page

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Unit 10: CRM Billing

CR100

Task 2: Create a new sales order of the type Sales Process (ZSAL) for the customer ##Megastore and the product HT-1000 (1 piece) then maintain it in the ERP system. 1.

Create the sales order in the CRM system and check whether it was transferred to the ERP system. For internal use by CSC only

For internal use by CSC only

Save the order and note the number. __________________ [Data sheet] a)

Choose Sales Cycle. Choose Create → Sales Order. Choose Sales Process. Sold-To Party:

##Megastore

External Reference:

Billing##

Product ID:

HT-1000

Quantity:

1

Save the order and note the number. __________________ [Data sheet] 2.

Call the ERP system and perform the following logistical follow-up functions. (a) Deliver your order. Note: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order Make a note of the delivery number. _____________ [Data sheet] (b) Pick the outbound delivery. Note: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Picking → Create Transfer Order→ Single Document Alternative access from the delivery itself: Menu: Subsequent Functions → Picking

Continued on next page

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CR100

Lesson: Customizing CRM Billing

Note the delivery number if it has not yet taken place. _____________ [Data sheet] a)

Deliver your order.

Shipping point:

3800

Selection date:

one week from today

Order:

Your order number

Choose Continue. Save the outbound delivery. ___________ [Data sheet] b)

Pick the outbound delivery. SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Picking → Create Transfer Order → Single Document Warehouse Number:

038

Delivery:

Your delivery number

Foreground/Background:

Background

Adopt Pick Quantity:

1

For internal use by CSC only

For internal use by CSC only

SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order

Choose Continue. The transfer order is created. 3.

Check the CRM system to see whether your transaction is in the billing due list. a)

In the CRM WebClient UI: Choose Billing. Choose Search → Billing Due List Items. Sold-To Party ID: Number of ##Megastore. Choose Search. There is no entry for your process because goods issue for the outbound delivery has not yet been posted. Continued on next page

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Unit 10: CRM Billing

4.

CR100

Post the goods issue for your outbound delivery in the ERP system. a)

SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Change → Single Document Delivery: Your delivery number Without going to the details of the delivery you choose Post Goods Issue.

For internal use by CSC only

Check the CRM system again to see whether your transaction is in the billing due list. a)

For internal use by CSC only

5.

Choose Billing. Choose Search → Billing Due List Items. Sold-To Party ID: Number of ##Megastore Choose Search. Now there will be an entry with your delivery number.

6.

Create a billing document for your entry/transaction. _____________ [Data sheet] a)

Select the line with your entry. Choose Individual Billing. Choose Continue. Choose Save. _____________ [Data sheet]

7.

Are accounting documents generated in the ERP system? a)

Yes, accounting documents are generated automatically in this situation. Use the hyperlink in the billing result list to go to the details of the billing document that you have just created. Alternatively choose Billing followed by Search → Billing Documents. In the details of the billing document, an Accounting document entry is displayed in the Follow-Up Transactions assignment block. Choose the hyperlink and, if necessary, log on with the user data of the ERP system.

Continued on next page

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Lesson: Customizing CRM Billing

Task 3: Check the relevant Customizing for CRM Billing. 1.

Check the Billing-relevance indicator for the item category ZSAL (which was determined in your transaction). SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Define Billing Relevance of Item Categories Go to item category ZSAL. Billing relevance: Delivery-Related Billing. Note: The corresponding ERP item type in the sales order has billing relevance Q (delivery-related CRM billing).

2.

Find out which billing item category is assigned to your source process category LF (Delivery) in source item category ZSAL. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories Choose CRMB (CRM Billing). Go to the line with Source Process Category LF and Source Item Category ZSAL. Billing item category ZDEL is assigned.

3.

For internal use by CSC only

For internal use by CSC only

a)

Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed? a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories Choose CRMB (CRM Billing). Take a look at the details for item category ZDEL. The billing type Invoice (F2) is the default value. The billing block indicator is not set; in other words, invoices do not have to be released before billing can take place.

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Unit 10: CRM Billing

CR100

For internal use by CSC only

For internal use by CSC only

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CR100

Lesson: Customizing CRM Billing

Exercise 30: Creating Billing Documents – Service (Optional) Exercise Objectives

For internal use by CSC only

Business Example You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

Task 1: Relevant organizational data for CRM Billing. 1.

Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers. Hint: Use Business Role Service Professional Note: Search for accounts that have the role Billing Unit.

2.

Check Customizing to see which of these billing units was assigned to the sales organization Sales US.

3.

Check Customizing to see which company code is assigned to the billing unit.

For internal use by CSC only

After completing this exercise, you will be able to: • Understand the organizational units needed for billing and the assignments of these units • Work with the billing due list and create individual billing documents • Carry out certain necessary Customizing settings to set up CRM Billing

Task 2: Create a service confirmation of the type Confirmation (ZSEC) for customer ##Megastore with product SRV1_4 (2 AU) and the executing service employee Lou Windham. Enter a duration of 60 minutes. 1.

Create the confirmation in the CRM system and complete it by setting the relevant status. Save the confirmation and note the number. __________________ [Data sheet] Continued on next page

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Unit 10: CRM Billing

CR100

2.

Create a billing document for your confirmation.

3.

Are accounting documents generated in the SAP ERP system?

Task 3:

396

1.

Check the Billing-relevance indicator for the item category SVCP (which was determined in your transaction).

2.

Find out which item category for billing is assigned to your source transaction category ZSEC (Confirmation) and source item category SVCP.

3.

Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed?

© 2010 SAP AG. All rights reserved.

For internal use by CSC only

For internal use by CSC only

Check the relevant Customizing for CRM Billing.

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CR100

Lesson: Customizing CRM Billing

Solution 30: Creating Billing Documents – Service (Optional) Task 1: Relevant organizational data for CRM Billing. Check if one or more billing units exist in the CRM system. Make a note of the IDs/numbers. Hint: Use Business Role Service Professional Note: Search for accounts that have the role Billing Unit. a)

Choose Accounts & Products. Choose Search → Accounts. Role is: Billing Unit Choose Search (ENTER). If your search is successful: Numbers of the billing units: 407491, 401013, 400021, 408800, 33, 405890, 406383 and possibly others also.

2.

Check Customizing to see which of these billing units was assigned to the sales organization Sales US. a)

For internal use by CSC only

For internal use by CSC only

1.

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Billing Units to Sales Organizations Billing Unit 33 is assigned to sales organization O 50000609 (Sales US).

3.

Check Customizing to see which company code is assigned to the billing unit. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Company Codes to Billing Units Company Code 3000 is assigned to Billing unit 33.

Continued on next page

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Unit 10: CRM Billing

CR100

Task 2: Create a service confirmation of the type Confirmation (ZSEC) for customer ##Megastore with product SRV1_4 (2 AU) and the executing service employee Lou Windham. Enter a duration of 60 minutes. 1.

Create the confirmation in the CRM system and complete it by setting the relevant status. For internal use by CSC only

For internal use by CSC only

Save the confirmation and note the number. __________________ [Data sheet] a)

Choose Service Orders. Choose Create → Service Confirmation. Choose Confirmation. Description:

CRM Billing ##

Sold-To Party:

##Megastore

Executing Service Employee:

400440 (Lou Windham)

Product ID:

SRV1_4

Quantity:

2 (AU)

Hint: Observe the item category Service Confirm. Choose the status Completed. Choose Save. __________________ [Data sheet] 2.

Create a billing document for your confirmation. a)

Choose Billing. Choose Search → Billing Due List Items. Payer ID: Number of ##Megastore Choose Search. Select the line with your entry. Choose Individual Billing. Choose Continue. Choose Save. _____________ [Data sheet] Continued on next page

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CR100

Lesson: Customizing CRM Billing

3.

Are accounting documents generated in the SAP ERP system? a)

Yes, accounting documents are generated automatically in this situation. Use the hyperlink in the billing due list to go to the details of the billing document that you have just created. Alternatively choose Billing followed by Search → Billing Documents.

For internal use by CSC only

Choose the hyperlink and, if necessary, log on with the user data of the ERP system.

Task 3: Check the relevant Customizing for CRM Billing. 1.

Check the Billing-relevance indicator for the item category SVCP (which was determined in your transaction). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Define Billing Relevance of Item Categories Go to item category SVCP (Service Confirm). Billing relevance: Transaction-Related billing According to Order Quantity

2.

For internal use by CSC only

In the details of the billing document, an Accounting document entry is displayed in the Follow-Up Transactions assignment block.

Find out which item category for billing is assigned to your source transaction category ZSEC (Confirmation) and source item category SVCP. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories Choose CRMB (CRM Billing). Go to the line with Source Process Category ZSEC and Source Item Category SVCP. Billing item category SCN is assigned.

Continued on next page

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Unit 10: CRM Billing

3.

CR100

Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed? a)

SAP Customizing Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories Choose CRMB (CRM Billing).

The billing type Invoice Service Transaction (ZFSE) is the default value. The Billing Block indicator is not set; in other words, invoices do not have to be released before billing can take place.

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For internal use by CSC only

For internal use by CSC only

Take a look at the details for item category SCN.

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Lesson: Customizing CRM Billing

Lesson Summary You should now be able to: • Name the Customizing settings relevant for CRM Billing

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For internal use by CSC only

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Unit Summary

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Unit Summary You should now be able to: • Understand the usage of CRM Billing • Explain a billing process • Describe the structure of billing documents • Name the Customizing settings relevant for CRM Billing For internal use by CSC only

For internal use by CSC only

402

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For internal use by CSC only

For internal use by CSC only

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For internal use by CSC only

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Unit 11 Unit Overview Unit Objectives After completing this unit, you will be able to: • • • •

Describe the main tasks of the CRM Middleware Explain and perform the data exchange between an SAP CRM and SAP ERP system Administrate the essential features of the data exchange Assess monitoring options for data exchange

Unit Contents Lesson: Overview of CRM Middleware ......................................404 Lesson: Data Exchange between SAP CRM and SAP ERP.............. 411 Exercise 31: Administration Console ....................................417 Exercise 32: Object Managemement and Data Transfer from an ERP System .......................................................................421 Lesson: Consistency and Monitoring of the Data Exchange..............425 Exercise 33: Data Exchange and Troubleshooting ....................431

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For internal use by CSC only

CRM Middleware

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Unit 11: CRM Middleware

CR100

Lesson: Overview of CRM Middleware Lesson Overview This lesson describes the purpose of CRM Middleware and its functionality.

Lesson Objectives For internal use by CSC only

•

Describe the main tasks of the CRM Middleware

Business Example You would like to get a basic understanding of data exchange between SAP CRM and other systems works.

For internal use by CSC only

After completing this lesson, you will be able to:

Figure 139: Technical Integration via CRM Middleware

The SAP CRM system with the CRM Middleware and CRM applications forms the core of the CRM system landscape. The CRM Server can run as a stand-alone solution or with various back-end systems. If SAP ERP is the back-end system, only a plug-in is needed to handle the data exchange with the SAP CRM Server. This has to be installed separately depending on the ERP release level. SAP CRM supports two types of mobile scenario: laptop computers and handheld devices. Laptops use the solutions for Mobile Sales and Mobile Service, which are synchronized (using the CRM Middleware) with the applications on the SAP CRM Server. Handheld devices can be used in either online or offline mode.

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Lesson: Overview of CRM Middleware

Figure 140: CRM System Landscape

The CRM Server contains the CRM Middleware, which handles the data exchange between internal applications and major external components (for example, a back-end SAP ERP system, SAP BI system or non-SAP system). The CRM Middleware also synchronizes the databases of mobile clients with the CRM database. Mobile clients are normally laptop computers on which the Mobile Sales/Mobile Service application is executed. Mobile clients are usually connected temporarily to the CRM Server for the data exchange. The mobile clients are connected to the CRM Server via the communication station.

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SAP NetWeaver Business Intelligence The CRM Middleware can exchange messages with non-SAP systems via standard interfaces such as XML – SOAP. Supported groupware solutions: Microsoft Exchange and Lotus Domino. If you want to link more than one CRM system or more than one ERP system, see Notes 640570, 853430, 1084315 and 1143540.

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Figure 141: CRM Server Architecture

The data exchange between the CRM Middleware and external systems is performed via adapters. The adapters map and convert data between various formats. The CRM system supports the handling of CRM business objects such as business partners, activities, opportunities, products and product catalogs in several CRM functional areas such as CRM Web Channel, CRM Interaction Center, Telesales, and Campaign Management. The CRM Server applications exchange data with the CRM adapter via the CRM Middleware.

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For internal use by CSC only

Unit 11: CRM Middleware

Business Documents (BDoc) are used for data exchange and data processing within a CRM system environment (business documents process and transfer business objects as a single unit). Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used for messaging between components such as SAP ECC and SAP CRM.

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Lesson: Overview of CRM Middleware

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Figure 142: Business Documents (BDocs): Motivation

Figure 143: BDocs: Messaging BDoc Types

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A messaging BDoc consists of up to two parts: 1.

Classical part

2.

This part is mandatory. The classical part consists of a BDoc header and segments, which may be arranged in a hierarchical fashion. The segments of the classical part are not mapped to database tables. • This part is to be modeled with the development tool BDoc Modeler (Transaction SBDM). • Only the classical part is used to determine the receivers of mBDoc messages. Extension Part • • • •

•

This part is optional. The complex data type is modeled with the Data Repository Tools (Transaction SE11, Data Dictionary). The extension does only exist for messaging BDocs. The extension part is used to hold delta or extract data intended to pass into the CRM Server application (inbound case) or to send to remote systems (outbound case). The extension part cannot be used for receiver determination.

When replicating data (for example, from CRM to R/3), a messaging BDoc type is like an envelope, with data inside the envelope (Extension part) which CRM Middleware cannot access, and data on the envelope (classical part), which the CRM middleware can access. Each application uses different address information, so that, for example, sales orders can be routed according to the sales organization to different back-end systems. F

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• •

The advantage of using Business Documents (BDocs) as a data container for processing business objects that logically belong together (for example, all data about one order or one partner) and for transporting them in a single unit is that this avoids having to process or transport several individual table entries. BDoc messages are used for data processing within the CRM system and for data replication in mobile clients. A BDoc message (or just BDoc) contains modified fields only. These include new fields and deleted fields. The difference between a BDoc message and a BDoc instance is that there is only one BDoc instance for a business object but there can be multiple BDoc messages (with their own ID's) for one BDoc instance. However a BDoc instance is replicated to a mobile client using a BDoc message where all fields are filled.

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Lesson: Overview of CRM Middleware

Figure 144: Message Flow Overview

During a data exchange, the data enters the CRM Server through the appropriate queue. The data is validated through a validation service. The messaging layer uses messaging BDoc types for the data exchange with the CRM Server applications, ERP back end systems and external systems. The administration console determines the recipients of the data. The appropriate adaptor services are called and sent to the outbound queue.

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The CRM Middleware can apply simple intelligent replication to messaging BDoc types. A messaging BDoc type acts like an envelope: the CRM Middleware cannot access the data inside the envelope but can access data on the envelope. Each application uses different address information so that, for example, sales orders can be routed according to the sales organization.

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Lesson Summary You should now be able to: • Describe the main tasks of the CRM Middleware

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Lesson: Data Exchange between SAP CRM and SAP ERP

Lesson: Data Exchange between SAP CRM and SAP ERP Lesson Overview For internal use by CSC only

Lesson Objectives After completing this lesson, you will be able to: • •

Explain and perform the data exchange between an SAP CRM and SAP ERP system Administrate the essential features of the data exchange

Business Example You would like to get an understanding of data exchange processes between SAP CRM and SAP ERP.

For internal use by CSC only

This lesson explains how data exchange between CRM and ERP is facilitated by CRM Middleware. It also covers administration of CRM Middleware.

Figure 145: Data Exchange between ERP Back End and the CRM System

Initial loads from the ERP to CRM system are controlled by Object Management. You can use filter criteria to restrict the range of the data according to your requirements. Any filter criteria also apply to the delta data exchange.

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To start the initial load, use transaction R3AS (SAP Menu → Architecture and Technology → Middleware → Data Exchange → Initial Load → Start) Any filter criteria that are changed later on must be checked very carefully as, in some circumstances, this can lead to inconsistencies in the data. See SAP Note 544001 for more information about this. The distribution of data from CRM to other systems (including ERP) is controlled by the administration console. For internal use by CSC only

For internal use by CSC only

SAP Menu → Architecture and Technology → Middleware → Administration → Administration Console (transaction SMOEAC)

Figure 146: Back-End Integration: Supported Objects

Adapter objects can be exchanged between a source system and a target system, for example, between an SAP ERP system and the CRM Server. Examples are business partner master data, orders and product master data. Adapter objects are stored in table SMOFOBJECT. They are grouped as follows: Business objects Customizing objects Condition objects Which objects are loaded to which target systems depends on the business process and has been defined for each application. Generally, initial loads and delta loads can be performed from SAP ERP to SAP CRM and vice versa (and from SAP CRM to CDB in the case of mobile scenarios).

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Lesson: Data Exchange between SAP CRM and SAP ERP

Figure 147: Object Management - Initial Load

You can load Customizing objects and business objects from the SAP back-end system to SAP CRM. Customizing objects are usually loaded before business objects. Occasionally, the sequence in which objects are loaded may be significant, for example when downloading customer material info records from SAP ERP. In such cases, you must load business partner information, material masters and plant information first before you begin to load customer material information. To start the initial load, choose the following path: SAP Menu → Architecture and Technology → Middleware → Data Exchange → Initial Load → Start.

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Figure 148: Object Management - Load Filtering (Initial/Delta)

The objects to be exchanged between CRM and SAP ERP systems can be filtered using filter criteria.

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Filters for the initial load are also used for the delta load from the SAP R/3 system. For the initial load toward the SAP R/3 system, there is no filtering of the load objects. Filter settings, which are stored in table SMOFFILTAB, refer to table fields. The filter for business objects are predefined (stored in table SMOFFILFLD) whereas filters for Customizing or condition objects can be set on existing fields.

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Saving a filter entry triggers the automatic transfer to the plug-in in SAP ERP. The transaction to specify the filter criteria is found under the following path: Architecture and Technology → Middleware → Data Exchange → Object Management → Business Objects, Customizing Objects or Condition Objects.

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Filter options allow the filtering of business objects at the source, at the target, or at both the source and the target for business objects. However, business data are usually filtered at the source. Customizing or condition objects can be filtered at the source only.

Figure 149: Starting and Monitoring the Initial Load

While there are no restrictions for repeating data transfers from SAP ERP to CRM, data transfers from CRM to the consolidated database follow a different logic. To avoid inconsistencies between the consolidated database and mobile application databases, a repeated initial data transfer from CRM to the consolidated database is prevented. If you are sure that no Mobile Clients have been supplied with data or that no data can be extracted again, then a repeated initial data transfer from CRM to the consolidated database can be carried out. To do this, you must change an entry in table SMOFINICUS (for more information, go to the SAP Library).

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Lesson: Data Exchange between SAP CRM and SAP ERP

The transaction used to monitor the initial load is under Architecture and Technology → Middleware → Data Exchange → Initial Load → Monitor Objects. If the initial load is not successful, read SAP Note 309734. This contains some useful hints on making a general error analysis.

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For internal use by CSC only

You can also use the middleware portal or monitoring cockpit under Architecture and Technology → Middleware → Monitoring → Central Monitoring → Monitoring Cockpit.

Figure 150: Replication Administration - Administration Console

The replication takes place in a star-like formation from the CRM Server to the mobile clients (sites A, B and C), SAP ECC back end (site D) or non-SAP back end (site E). There is no hierarchy in this system. The data is therefore stored in the CRM database and in the local client databases. No storage repository exists for regulating distribution. Data is replicated to sites (local databases) and not to individual persons. A replication model defines the rules for how data is distributed. The replication model is created and administered in the administration console. The main tasks performed with the administration console are: Setting up and maintaining the replication, in other words, maintaining replication objects, publications and subscriptions Managing mobile employee (users) and their passwords Defining sites, the logical representation of data receivers within the CRM Middleware

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Assigning employees to sites (for mobile client sites only)

Figure 151: Replication Model

The above model describes simple intelligent replication - such as transfer of data to the mobile clients. The BDoc Modeler can be called using the following path:

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For internal use by CSC only

Defining and administering organizational structures.

SAP Menu → Architecture and Technology → Middleware → Development → Meta Object Modeling → BDoc Modeler • • • •

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Replication objects, publications and subscriptions can be administered using the administration console. There is a 1:1 relationship between the BDoc and the replication object. There is a 1:n relationship between the replication object and publication (mBDoc). There is a 1:n relationship between the publication and subscription.

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Lesson: Data Exchange between SAP CRM and SAP ERP

Exercise 31: Administration Console Exercise Objectives After completing this exercise, you will be able to: • Make and reproduce certain settings in the administration console

For internal use by CSC only

The settings in the administration console are instrumental in defining data distribution to other systems. For this reason, you should make sure you are familiar with some administration console’s features.

Task: Familiarize yourself with the administration console. The administration console essentially specifies which data from the CRM system is to be distributed to other systems. 1.

Start the administration console.

2.

Display the details of an existing Site object. a) Display the details for the R/3 site. b) What is the RFC destination of the site and what is the logical system? RFC Destination: __________________

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Business Example

Logical system: __________________ 3.

Take a closer look at the RFC destination and perform a test to find out which system is being addressed. Note: To display the RFC destination, use transaction SM59 (Configuration of RFC Connections). Find the corresponding destination and test this by carrying out a remote login (test).

4.

Examine the existing assigned subscription All Business Partners (MESG). What is the assigned publication and replication object? Are there criteria values assigned to the subscription?

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Solution 31: Administration Console Task: Familiarize yourself with the administration console. The administration console essentially specifies which data from the CRM system is to be distributed to other systems. Start the administration console. a) 2.

SAP menu → Architecture and Technology → Middleware → Administration → Administration Console

Display the details of an existing Site object. a) Display the details for the R/3 site. b) What is the RFC destination of the site and what is the logical system? RFC Destination: __________________ Logical system: __________________ a)

Display the details for the R/3 site Choose Object Type Site and then Display object. Double-click the R/3 entry under the R/3 node. Choose Site Attributes.

b) 3.

The RFC destination is DII_800 and the logical system is T90CLNT090.

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For internal use by CSC only

1.

Take a closer look at the RFC destination and perform a test to find out which system is being addressed. Note: To display the RFC destination, use transaction SM59 (Configuration of RFC Connections). Find the corresponding destination and test this by carrying out a remote login (test). a)

Call transaction SM59 and choose the ABAP connection DII_800. Observe the Target Host on tab Technical Settings. It is the ERP system that you used during this course.

4.

Examine the existing assigned subscription All Business Partners (MESG). What is the assigned publication and replication object?

Continued on next page

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Lesson: Data Exchange between SAP CRM and SAP ERP

Are there criteria values assigned to the subscription? a)

Double-click the entry All Business Partners (MESG) in the dialog structure on the left or R/3 in the site details (Subscriptions tab page).

b)

What is the assigned publication and replication object?

c)

Are there criteria values assigned to the subscription? No. The replication object is of type Simple bulk (msg). Criteria values cannot be assigend to publications/subscriptions.

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For internal use by CSC only

If you called up the details of the subscription, choose the Publications tab page. The publication name is All Business Partners (MESG). The replication object is called BUPA_MAIN.

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Lesson: Data Exchange between SAP CRM and SAP ERP

Exercise 32: Object Managemement and Data Transfer from an ERP System Exercise Objectives

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Business Example Before carrying out the initial load, you need to perform some important preparatory tasks. These include defining suitable filter criteria for data transfers. You familiarize yourself with object management so that you can define data transfers from the ERP system to the SAP CRM system more accurately.

Task: Familiarize yourself with object management. In object management, you specify which data is to be transferred from the ERP system to the CRM system. 1.

Take a look at the details for the CUSTOMER_MAIN business adapter object. Which Business Document (BDoc) is the adapter object linked to?

2.

Do filter settings exist that restrict loading of ERP business partner data?

3.

In the ERP system, create a new (customer) business partner for the account group Sold-to party R/3 → CRM and check whether this is transferred successfully to the SAP CRM system.

For internal use by CSC only

After completing this exercise, you will be able to: • Make settings for the data exchange of business partners from the ERP system to the CRM system

Hint: Choose the Title Company, a name ##Transfer and a postal address. Use transaction VD01 or choose SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Create → Sales and Distribution Save the master record make a note of the number. 4.

Is the business partner available in SAP CRM? Perform an account search. What number does the business partner have in the SAP CRM system?

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Solution 32: Object Managemement and Data Transfer from an ERP System Task: Familiarize yourself with object management. In object management, you specify which data is to be transferred from the ERP system to the CRM system. For internal use by CSC only

Take a look at the details for the CUSTOMER_MAIN business adapter object. Which Business Document (BDoc) is the adapter object linked to? a)

SAP menu → Architecture and Technology → Middleware → Data Exchange → Object Management → Business Objects Select CUSTOMER_MAIN and choose Details

.

Linked BDoc: BUPA_MAIN. 2.

Do filter settings exist that restrict loading of ERP business partner data? a)

Choose the R/3 source site on the Filter Settings tab page. No filters have been maintained.

3.

In the ERP system, create a new (customer) business partner for the account group Sold-to party R/3 → CRM and check whether this is transferred successfully to the SAP CRM system. Hint: Choose the Title Company, a name ##Transfer and a postal address.

For internal use by CSC only

1.

Use transaction VD01 or choose SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Create → Sales and Distribution

Continued on next page

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Lesson: Data Exchange between SAP CRM and SAP ERP

Save the master record make a note of the number. a)

Use transaction VD01 or choose SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Create → Sales and Distribution Account group: Sold-to party → R/3 CRM

b)

Choose ENTER

For internal use by CSC only

Name: ##Transfer Country: US Save the master record make a note of the number. Hint: Choose any kind of tax jurisdiction code (Address) from the list. 4.

Is the business partner available in SAP CRM? Perform an account search. What number does the business partner have in the SAP CRM system? a)

Choose Account Management → Search → Accounts Name1 /Last Name: ##Transfer Choose Search.

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Title: Company

The CRM account number equals the ERP customer number.

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Lesson Summary You should now be able to: • Explain and perform the data exchange between an SAP CRM and SAP ERP system • Administrate the essential features of the data exchange

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Lesson: Consistency and Monitoring of the Data Exchange

Lesson: Consistency and Monitoring of the Data Exchange Lesson Overview For internal use by CSC only

Lesson Objectives After completing this lesson, you will be able to: •

Assess monitoring options for data exchange

Business Example You would like to get on overview of CRM Middleware monitoring options. Besides tools that allow to synchronize data you want to understand which monitoring options are available.

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This lesson addresses data consistency and monitoring in the CRM Middleware environment.

Figure 152: Data Consistency

In certain cases, you need tools to correct the data inconsistency. Data Integrity Manager: for more information, see the figure below.

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Figure 153: Data Integrity Manager

With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objects across components within the SAP CRM system landscape.

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For internal use by CSC only

Requests: If you already know where the inconsistencies are you can use a request. The request loads selected data (business, customizing data and conditions) from an ERP back end to the CRM Database or vice versa. Note that the Request of objects from the CRM Database to an ERP back end is not supported for all objects. The transactions to define and start a request are R3AR2 and R3AR4, respectively

The Data Integrity Manager compares data in different components and displays inconsistencies. The data comparisons are always carried out for the CRM database, the R/3 back-end database, the CRM database and the consolidated database. For many objects, it is also possible to synchronize the data with the Data Integrity Manager. There are two comparison types available in the Data Integrity Manager: header data comparison and detailed data comparison. A header data comparison checks whether object instance exist in both databases. A detailed data comparison compares all data of an object instance found in both databases. A header data comparison is not possible for some objects. When this is the case, the detailed comparison is carried out. See (composite) SAP Note 531217 “Data Integrity Manager (DIMa)” for more information.

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Lesson: Consistency and Monitoring of the Data Exchange

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Figure 154: Monitoring Overview

The following list contains some useful CRM Middleware transactions. • • • • • • • • • • • • • • • •

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SMWP (Monitoring Cockpit) SMW00 (Error Handler) SMW01 (Display BDoc Messages) SMW02 (BDoc Message Summary) SMQ1 (Outbound Queue Monitor) SMQ2 (Inbound Queue Monitor) SMQR (Queue-In Scheduler) SMQS (Queue-Out Scheduler) SMWT (Middleware Trace) R3AS (Start Initial Load) R3AC6 (Define Middleware Parameters) R3AR2 (Define Requests) R3AR3 (Monitor Requests) R3AR4 (Start Requests) SDIMA (Data Integrity Manager) SBDM (BDoc Modeler)

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Figure 155: Displaying BDoc Messages - SMW01

The Display BDoc Messages function lists all BDoc messages (transaction SMW01). It displays the following: The BDoc ID and BDoc type; the BDoc status; the flow context; the queue name; the date and time when the BDoc message was sent. The flow trace; the data and error segment; the service in which the error occurred (last service reached); the recipient list.

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Unit 11: CRM Middleware

BDoc succession in the case of a mobile scenario Successfully processed messages appear with a green light, those still in process with a yellow light, and those with an unrecoverable error with a red light. If a message is in process and does not get processed within a reasonable amount of time, it is possible to restart the message, view the message content, or discard the message. A BDoc message can be flagged as deleted. (However, note that deleting BDoc messages can lead to data inconsistencies.) It is also possible to make a second attempt at processing. You should delete successfully-processed BDoc messages at regular intervals. This is usually done using scheduled reorganization jobs.

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Lesson: Consistency and Monitoring of the Data Exchange

Figure 156: Hints for an Error Analysis

A possible error is that a business object is processed in a CRM Server application, but the change (delta load) is not transferred to the SAP R/3 system. In case of errors or missing data updates in the target system, you can perform the following steps: Check the displayed BDoc messages including the middleware trace information. Check the outbound queue

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CR100

Check the table BDOC_TRACK in the SAP ECC system (which shows information on the data handling of the ERP application). Check outbound queue of SAP ECC system Check inbound queue of SAP CRM system In addition, you should check the RFC destination and the logical system assigned to your site (in the administration console), and the CRM Middleware parameter settings in the CRM system and the SAP ECC system (for example, CRMRFCPAR).

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CR100

Lesson: Consistency and Monitoring of the Data Exchange

Exercise 33: Data Exchange and Troubleshooting Exercise Objectives

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Business Example It is inevitable that BDoc messages will occasionally be processed with errors. You deliberately cause an incorrect data transfer for a business partner. You then search for the error and rectify it.

Task: In the following exercise you exchange business partner data between the ERP and SAP CRM systems and, in doing so, cause a deliberate error during data transfer. Using a suitable monitor, you perform an error analysis and rectify the problem. 1.

In the SAP CRM system, open the business partner ##Stockmann in Change mode. For test purposes, use transaction BP in the SAP GUI to display the business partner.

2.

In the ERP system, change the customer ##Stockmann by entering an additional region and saving the master record (for example).

3.

Check that this change is displayed in the SAP CRM system. To do this, exit the business partner transaction and restart it.

4.

Take a look at the BDoc message that was generated during this data exchange.

For internal use by CSC only

After completing this exercise, you will be able to: • Call a monitor that is important for data exchange • Process incorrect BDoc messages

Note: Use transaction SMW01 or SAP Menu → Architecture and Technology → Middleware → Monitoring → Message Flow → Display BDoc Messages Select the *number of the business partner using the queue name, for example. To do this, you need to display the additional selection options.

2009

5.

Take a look at the error message. Why does the message have the error status (E04)?

6.

Ensure that the business partner ##Stockmann is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again.

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Solution 33: Data Exchange and Troubleshooting Task:

1.

In the SAP CRM system, open the business partner ##Stockmann in Change mode. For test purposes, use transaction BP in the SAP GUI to display the business partner. a)

Search for the business partner using the locator. Find: Business Partner By: Name (Name 1): ##Stockmann Open the business partner ##Stockmann and switch to change mode.

2.

In the ERP system, change the customer ##Stockmann by entering an additional region and saving the master record (for example). a)

SAP menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Change → Sales and Distribution Customer: Number of ##Stockmann

For internal use by CSC only

For internal use by CSC only

In the following exercise you exchange business partner data between the ERP and SAP CRM systems and, in doing so, cause a deliberate error during data transfer. Using a suitable monitor, you perform an error analysis and rectify the problem.

Choose ENTER. Region: for example, 01 Save your data. 3.

Check that this change is displayed in the SAP CRM system. To do this, exit the business partner transaction and restart it. a)

Use transaction BP. The changes are not displayed.

Continued on next page

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Lesson: Consistency and Monitoring of the Data Exchange

4.

Take a look at the BDoc message that was generated during this data exchange. Note: Use transaction SMW01 or SAP Menu → Architecture and Technology → Middleware → Monitoring → Message Flow → Display BDoc Messages

To do this, you need to display the additional selection options. a)

Select the *number of the business partner using the queue name, for example. Choose Expand additional selection options (

).

Queue name: *Number of business partner Choose Execute (

).

If several entries are listed, search for the correct entry using the send time and send date. 5.

Take a look at the error message. Why does the message have the error status (E04)? a)

Select the relevant entry (red traffic light) and choose BDoc Message Error / Recipient (

).

One of the messages indicates that the business partner is currently being processed. 6.

For internal use by CSC only

For internal use by CSC only

Select the *number of the business partner using the queue name, for example.

Ensure that the business partner ##Stockmann is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again. a)

Select your entry and choose Reprocess BDoc Message (

).

The message that follows is very important and in this case you can answer using Yes. After reprocessing, the CRM business partner should contain the correct data and one region only.

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Unit 11: CRM Middleware

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Lesson Summary You should now be able to: • Assess monitoring options for data exchange

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For internal use by CSC only

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Unit Summary

Unit Summary You should now be able to: • Describe the main tasks of the CRM Middleware • Explain and perform the data exchange between an SAP CRM and SAP ERP system • Administrate the essential features of the data exchange • Assess monitoring options for data exchange For internal use by CSC only

For internal use by CSC only

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Unit Summary

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For internal use by CSC only

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Unit 12 Unit Overview Unit Objectives After completing this unit, you will be able to: • •

Understand the CRM WebClient UI and its basic structure Explain different options to adapt or configure the user interface

Unit Contents Lesson: Overview of CRM WebClient UI ....................................438 Exercise 34: Business Roles .............................................451

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For internal use by CSC only

CRM WebClient UI

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Unit 12: CRM WebClient UI

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Lesson: Overview of CRM WebClient UI Lesson Overview This lesson gives a brief overview of SAP CRM WebClient UI.

Lesson Objectives For internal use by CSC only

• •

Understand the CRM WebClient UI and its basic structure Explain different options to adapt or configure the user interface

Business Example You would like to get a basic understanding of the CRM WebClient UI and its configuration options.

For internal use by CSC only

After completing this lesson, you will be able to:

Figure 157: CRM WebClient UI - Application

The CRM WebClient UI is designed for business users in companies and provides a role-based workspace with easy navigation and user interfaces. The SAP GUI is used only for administrative tasks. The People-Centric UI (PC UI) is no longer supported.

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Lesson: Overview of CRM WebClient UI

Figure 158: Adjusting the CRM WebClient UI

There are different levels of UI configuration possible. Simple layout changes can be done without any programming needs. Both standard Customizing and easy to use tools like the UI Configuration Tool can be used to adapt the UI. For more complex UI changes the Component Enhancement Concept can be utilized. The figure above gives an overview of the tools that can be used to adjust the CRM WebClient UI. Some of these tools are described in the following.

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For internal use by CSC only

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Figure 159: Business Roles

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The standard SAP CRM system contains a number of predefined business roles for different CRM users. These business roles include:

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MARKETINGPRO (Marketing) SALESPRO (Sales) SERVICEPRO (Service) ECO-MANAGER (Web Channel) ANALYTICSPRO (Analyses) CHM-CM / CHM-PM (Partner Channel Management) IC-AGENT / IC-MANAGER / IC_SSC_AGENT (Interaction Center) A number of other industry-specific or partially industry-specific roles

You can generate a portal role from your business role by creating an XML file of your business role, and importing this XML file to SAP NetWeaver Portal. You generate an XML file of your business role in Customizing, by choosing SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Portal Integration → Upload Business Role . Business roles can be maintained in Customizing. SAP Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Business roles can also be maintained in the CRM WebClient UI.

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• • • • • • • •

Figure 160: Assignment of a Business Role

In the organizational model a business role is assigned to an organizational unit or to a position.

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Lesson: Overview of CRM WebClient UI

Employees or system users are assigned to positions. You can edit the organizational model in the SAP GUI and the CRM WebClient UI.

Figure 161: CRM WebClient UI - Terminology

This figure above shows some of the important terms that are used in the CRM WebClient UI. By means of a navigation bar profile, which can be defined in customizing, it is possible to define the “content” available for the users in the CRM WebClient UI. The navigation bar profile also contains information if a user is able to navigate forward, meaning from one UI application to the other, for example using standard hyperlinks.

For internal use by CSC only

For internal use by CSC only

For test purposes, user parameter CRM_UI_PROFILE can be used to assign a single business role directly to a user. Once this parameter is set, organizational assignments are no longer taken into account.

Work centers, different link groups and logical links are the main building blocks of a navigation bar profile.

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Figure 162: Customizing Business Roles and Navigation Bars

The joint Customizing of business roles and navigation bars means that users are assigned only the role-specific entries, tasks, reports and information that are relevant to them. The navigation bar profile is assigned to a business role. All of the displayed links are part of the navigation bar profile. These links are partially grouped (reusability). You can define work centers and links in a business role as inactive or hidden.

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For internal use by CSC only

Unit 12: CRM WebClient UI

It is also possible to maintain business role customizing in the CRM WebClient UI. Therefore create a Navigation Bar Profile including the Work Center CT-ADMIN.

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Lesson: Overview of CRM WebClient UI

Figure 163: Logical Links

This figure above illustrates the four types of logical links. Link: opens a CRM application such as the search or creation page. Work center: opens a work center (for example, sales cycle (SALESPRO) or service order SERVICEPRO))

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For internal use by CSC only

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Launch transaction: uses the transaction launcher to open an integrated external application. This type is used very often, for example when dealing with ERP integrated scenarios. BI Report: opens a BI report page.

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Figure 164: Adding External Applications - ITS

You can add external application to the CRM WebClient UI by using the transaction launcher and SAP Internet Transaction Server (ITS). These include: • • •

Web sites of your choice Transactions in an ERP system Administration transactions in the CRM system

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For internal use by CSC only

Unit 12: CRM WebClient UI

See OSS notes 888931 and 990216 for the relevant ITS settings and the correct way of calling SAP GUI transactions with ITS.

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Lesson: Overview of CRM WebClient UI

Figure 165: Technical Information

Use function key F2 to display the technical information for the component, the view names and other details which are not all shown on the figure above. Using specific personalization options, certain users can display special keys in the CRM WebClient UI. A user can use these keys to start the UI configuration directly. Personalize → Personalize settings: Activate configuration mode.

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For internal use by CSC only

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Hint: Authorization object CRMCONFMOD controls whether users can activate the configuration mode.

Figure 166: The Component Workbench

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Procedure for starting the UI configuration: •

• • • • • •

For internal use by CSC only

For internal use by CSC only

• •

To start the component workbench, choose SAP Implementation Guide → Customer Relationship Management → UI Framework → UI Framework Definition → Access UI Component Workbench (Transaction code BSP_WD_CMPWB). The access BSP WD screen is displayed. Use the icon next to the component field to toggle the display of the enhancement set field. An enhancement set is a parenthesis around several enhancements of an application component. Choose Display. The standard view of the structure for the chosen application component is displayed. Under the component structure browser, expand the nodes beneath Views. Double-click the view you want to edit. Choose Configuration. The system displays the configuration of the view.

Figure 167: The UI Configuration Tool

You can call the UI configuration tool either via SAP GUI or via the CRM WebClient UI.

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Lesson: Overview of CRM WebClient UI

You can use the UI configuration tool to configure views and pages that are made up of different views. These include: Form views Tables and hierarchies Search pages Overview pages Start pages and work centers

Typical changes that can be carried out with the UI configuration tool include: • • • • • • •

Adding and removing fields Changing the item of fields Adding headers Editing field properties (for example, required entry fields) Configuring search criteria Configuring result lists Displaying assignment blocks (direct, lazy)

For internal use by CSC only

For internal use by CSC only

• • • • •

Figure 168: Role Configuration Key

Customer-specific adjustments to the UI can be performed using a role configuration key. The role configuration key is created in Customizing: SAP Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition→ Define Role Configuration Key

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Figure 169: Creating Customer-Specific Configurations

Choose Copy Configuration to create a copy of the standard SAP configuration (for example). Adjust your configuration according to your business requirements. Save your configuration (transport requests are indicated).

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For internal use by CSC only

A role configuration key can be assigned to one or more business roles.

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Lesson: Overview of CRM WebClient UI

Figure 170: Application Enhancement Tool

The Application Enhancement Tool (AET) has been introduced to enhance CRM applications. You can use the tool to search for enhancements, and to display, create, change, or delete enhancements. The Application Enhancement Tool is integrated in the UI Configuration Tool. Use the special icon to start the UI Configuration Tool first, to access the Application Enhancement Tool.

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For internal use by CSC only

CR100

Optionally you can launch the Application Enhancement Tool via administrative links in the CRM WebClient. Therefore use Work Center CT-ADMIN. Caution: The Component Workbench does not allow to launch the AET. You can make new fields, created via the Application Enhancement Tool, available for the following systems or applications: Hint: With EhP1 for SAP CRM 7.0 the Application Enhancement Tool can now also be used to create table extensions or calculated fields. Business Intelligence (BI) reporting CRM interactive reporting (as characteristic or key figure) R/3 Adapter CRM Mobile (Synchronized BDocs). For CRM Mobile, the enhancement has to use the Z namespace.

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Figure 171: Component Enhancements - Changing Views

The framework enhancement concept is based on component enhancements; in other words, it involves enhancements to the functions of the standard components, standard views and standard controllers that are provided by SAP. The following are typical examples for component enhancements: • • •

You would like to remove a view from a view set, for example the main address and communication data from the contact details. You would like to change the appearance of the buttons of an overview page, for example you would like add or remove a button. You would like to add a context node to the model, for example to include fields from a customer specific table to the UI.

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For internal use by CSC only

Unit 12: CRM WebClient UI

If you want to adjust standard SAP components according to your business requirements for example, first check whether you can use the UI configuration tool. If you want to make functional changes in a component, you must use the enhancement concept. You can also create your own components. You use an enhancement set to merge several component enhancements. For more information about the enhancement framework concept, see SAP Note 1122248.

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Lesson: Overview of CRM WebClient UI

Exercise 34: Business Roles Exercise Objectives

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Business Example You want to examine the business roles that structure the CRM WebClient UI and make minor adjustments to the user interfaces.

Task 1: Examine an existing business role from within the application. 1.

How many “main entries” are available in the navigation bar of a user who is logged on with the business role Sales Professional (SALESPRO)?

2.

How many second level entries are available in Account Management?

3.

How many Quick Create entries are there in the lower area of the navigation bar?

Task 2:

For internal use by CSC only

After completing this exercise, you will be able to: • Copy a business role • Make minor adjustments to a business role in Customizing • Make minor UI adjustments to an application

Copy an existing business role in Customizing. Make a minor adjustment to this role then assign it to a position in organizational management. 1.

Copy the existing business role SALESPRO with all dependent entries to Z##SALES (## Sales Professional) and use the PFCG role ID Z##_CRM_UIU_SLS_PROFESSIONAL.

2.

Assign the business role that you have just created to the position ##Manager (Head of Trade Fair Dept. ##) within the IDES CRM Training Company.

3.

Log on to the CRM WebClient again. What do you notice?

4.

Adjust the new business role. a) What is the work center ID of Account Management? b) Deactivate the E-Mail Inbox work center. c) Remove the In Menu indicator from the work center group link entry:

Continued on next page

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Unit 12: CRM WebClient UI

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Work Center ID:

SLS-ACC

Group ID:

SLS-MD-SR

Logical Link ID:

MD-BPH-SR

Group ID:

SLS-CREATE

Logical Link ID:

MKT-LEA-CR

Task 3: Test your changed business role by logging on to the CRM WebClient UI again and selecting your business role. 1.

Log on to the CRM WebClient UI and choose the new business role ## Sales Professional (Z##SALES). a) Is the E-Mail Inbox entry displayed in the navigation bar? b) Go the second navigation level for Account Management. What do you notice? c) How many quick create entries are there in the lower area of the navigation bar?

Task 4:

For internal use by CSC only

For internal use by CSC only

Remove the Visible indicator from the direct link groups:

Adjust the UI for the Account application. You want to make customer-specific changes to the display of the Account Details (general data). Use the UI configuration tool to do this. 1.

Determine the technical information for the Account (General Data) application. What is the component, the view and the role configuration key that is currently used? Start the CRM WebClient UI with your business role, search for the account ##Stockmann, choose Edit and place the cursor on the Name 1 field (for example). Function key F2 displays the required information.

2.

In Customizing, create a role configuration key Z##RCK (## Configuration). SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Role Configuration Key Continued on next page

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Lesson: Overview of CRM WebClient UI

3.

Use the Access UI Component Workbench Customizing activity to start the UI configuration tool. a) Display the corresponding component. b) Go to the details of the corresponding view. c) Choose the Configuration tab page

For internal use by CSC only

e) Make some UI changes by holding the ALT key and clicking a relevant field (for example). You can usually: – Change field labels – Declare required entry fields – Move fields – Add new fields – Change the sizes of field names Save your changes.

2009

4.

Assign the role configuration key Z##RCK to the business role Z##SALES.

5.

Restart the CRM WebClient UI and choose your business role. Change the account ##Stockmann and test your settings.

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For internal use by CSC only

d) Switch to change mode and copy the Standard Default Configuration to the new role configuration key.

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Unit 12: CRM WebClient UI

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Solution 34: Business Roles Task 1: Examine an existing business role from within the application.

2.

How many “main entries” are available in the navigation bar of a user who is logged on with the business role Sales Professional (SALESPRO)? a)

Log on to the CRM WebClient UI and choose the business role Sales Professional (SALESPRO).

b)

There are twelve main entries (Home, Worklist, ... and Dashboards).

How many second level entries are available in Account Management? a)

3.

There are four entries (Accounts, Contacts, Account Hierarchies and Account Plans).

How many Quick Create entries are there in the lower area of the navigation bar? a)

There are five entries (create Appointment, Interaction Log, Task, Contact and Quotation. Hint: In the first exercise you were asked to remove three quick create links (Create E-Mail, Lead and Opportunity.

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For internal use by CSC only

1.

Continued on next page

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Lesson: Overview of CRM WebClient UI

Task 2: Copy an existing business role in Customizing. Make a minor adjustment to this role then assign it to a position in organizational management. 1.

Copy the existing business role SALESPRO with all dependent entries to Z##SALES (## Sales Professional) and use the PFCG role ID Z##_CRM_UIU_SLS_PROFESSIONAL. In Customizing, choose: SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Select the SALESPRO entry. Choose Copy As.... Business Role:

Z##SALES

Description

## Sales Professional

PFCG Role ID:

Z##_CRM_UIU_SLS_PROFESSIONAL

Choose ENTER. Confirm the next dialog box and save the data.

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For internal use by CSC only

a)

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Unit 12: CRM WebClient UI

2.

CR100

Assign the business role that you have just created to the position ##Manager (Head of Trade Fair Dept. ##) within the IDES CRM Training Company. a)

Log on to the CRM WebClient UI and choose the SALESPRO business role. Choose Sales Operations. Choose Search → Organizational Model.

For internal use by CSC only

Description: ##Manager Choose Search. Navigate to the Details for position ##Manager. Choose Edit in the details of the position. Business Role: ##Sales Professional. Choose Save Hint: Optionally you can maintain the organizational model using IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Organizational Assignment 3.

Log on to the CRM WebClient again. What do you notice? a)

4.

The new entry ## Sales Professional is displayed in the business role selection screen.

For internal use by CSC only

Find by: Position

Adjust the new business role. a) What is the work center ID of Account Management? b) Deactivate the E-Mail Inbox work center. c) Remove the In Menu indicator from the work center group link entry: Work Center ID:

SLS-ACC

Group ID:

SLS-MD-SR

Logical Link ID:

MD-BPH-SR

Remove the Visible indicator from the direct link groups:

Continued on next page

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Lesson: Overview of CRM WebClient UI

Group ID:

SLS-CREATE

Logical Link ID:

MKT-LEA-CR

a)

What is the work center ID of Account Management?

Select the entry Z##SALES and double-click the Adjust Work Centers entry in the dialog structure on the left. The work center ID is SLS-ACC. b)

Deactivate the E-Mail Inbox work center. Set the Inactive indicator for the SLS-EMAIL ID.

c)

Remove the In Menu indicator from the work center group link entry: Choose Save. Double-click Adjust Work Center Group Links. Choose Position. Work Center ID:

SLS-ACC

Group ID:

SLS-MD-SR

Logical Link ID:

MD-BPH-SR

For internal use by CSC only

For internal use by CSC only

SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role

Remove the In Menu indicator. d)

Add the Visible indicator for two links within direct link group SLS-CREATE. Double-click Adjust Direct Link Groups. Choose Position. Group ID: SLS-CREATE Select SLS-CREATE and choose Adjust Direct Links. Set the Visible indicator for SLS-APP-CR and SLS-QUT-CR. Choose Save.

Continued on next page

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Task 3: Test your changed business role by logging on to the CRM WebClient UI again and selecting your business role. 1.

Log on to the CRM WebClient UI and choose the new business role ## Sales Professional (Z##SALES). a) Is the E-Mail Inbox entry displayed in the navigation bar?

For internal use by CSC only

c) How many quick create entries are there in the lower area of the navigation bar? a)

Is the E-Mail Inbox entry displayed in the navigation bar? No, this entry is no longer displayed.

b)

Go the second navigation level for Account Management. What do you notice? The search for Account Hierarchies is no longer displayed at the second level.

c)

How many quick create entries are there in the lower area of the navigation bar? There are two entries available.

Task 4:

For internal use by CSC only

b) Go the second navigation level for Account Management. What do you notice?

Adjust the UI for the Account application. You want to make customer-specific changes to the display of the Account Details (general data). Use the UI configuration tool to do this. 1.

Determine the technical information for the Account (General Data) application. What is the component, the view and the role configuration key that is currently used? Start the CRM WebClient UI with your business role, search for the account ##Stockmann, choose Edit and place the cursor on the Name 1 field (for example). Function key F2 displays the required information. a)

Component: BP_HEAD View: BP_HEAD/AccountDetails Role Configuration Key: ZTSALESPRO

Continued on next page

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Lesson: Overview of CRM WebClient UI

2.

In Customizing, create a role configuration key Z##RCK (## Configuration). SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Role Configuration Key a)

Choose SAP Reference IMG.

For internal use by CSC only

Choose New Entries. Role Config. Key: Z##RCK Description: ##Configuration Choose Save. 3.

Use the Access UI Component Workbench Customizing activity to start the UI configuration tool. a) Display the corresponding component. b) Go to the details of the corresponding view. c) Choose the Configuration tab page d) Switch to change mode and copy the Standard Default Configuration to the new role configuration key. e) Make some UI changes by holding the ALT key and clicking a relevant field (for example).

For internal use by CSC only

SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition→ Define Role Configuration Key

You can usually: – Change field labels – Declare required entry fields – Move fields – Add new fields – Change the sizes of field names Save your changes. a)

SAP Implementation Guide → Customer Relationship Management → UI Framework → UI Framework Definition → Access UI Component Workbench Display the corresponding component. Component: BP_HEAD Continued on next page

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Unit 12: CRM WebClient UI

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Choose Display. b)

Go to the details of the corresponding view. ChooseViews → BP_HEAD/AccountDetails. Double-click this view.

c)

Choose the Configuration tab page.

d)

Choose Choose Configuration. Double-click the first entry in the list of available configurations to view the SAP standard default configuration for accounts of type “Organization”.

e)

Switch to change mode and copy the configuration to the new role configuration key. Choose Change . Choose Copy Configuration. Choose Yes. Role Config. Key Z##RCK Leave the other key fields unchanged. Choose ENTER

f)

Make some UI changes by holding the ALT key and clicking a relevant field (for example).

For internal use by CSC only

For internal use by CSC only

If necessary log on with your CRM user and password.

You can usually: • • • • •

Change field labels Declare required entry fields Move fields Add new fields Change the sizes of field names

Save your changes.

Continued on next page

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Lesson: Overview of CRM WebClient UI

4.

Assign the role configuration key Z##RCK to the business role Z##SALES. a)

In Customizing, choose: SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Select the Z##SALES entry.

For internal use by CSC only

Role Config. Key Z##RCK Save 5.

Restart the CRM WebClient UI and choose your business role. Change the account ##Stockmann and test your settings. a)

Choose Account Management → Search → Accounts View the account details of ##Stockmann. You should observe the layout changes you have performed using the UI Configuration Tool. Hint: Edit the account details and use the F2 key to observe that the technical information included the new role configuration key Z##RCK.

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For internal use by CSC only

Choose Details

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Lesson Summary You should now be able to: • Understand the CRM WebClient UI and its basic structure • Explain different options to adapt or configure the user interface

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For internal use by CSC only

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CR100

Unit Summary

Unit Summary You should now be able to: • Understand the CRM WebClient UI and its basic structure • Explain different options to adapt or configure the user interface

For internal use by CSC only

For internal use by CSC only

2009

© 2010 SAP AG. All rights reserved.

463

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Unit Summary

CR100

For internal use by CSC only

For internal use by CSC only

464

© 2010 SAP AG. All rights reserved.

2009

For Any SAP / IBM / Oracle - Materials Purchase Visit : www.sapcertified.com OR Contact Via Email Directly At : [email protected]

For internal use by CSC only

For internal use by CSC only

For Any SAP / IBM / Oracle - Materials Purchase Visit : www.sapcertified.com OR Contact Via Email Directly At : [email protected]

For internal use by CSC only

For internal use by CSC only

For Any SAP / IBM / Oracle - Materials Purchase Visit : www.sapcertified.com OR Contact Via Email Directly At : [email protected]

CR100

Course Summary

Course Summary You should now be able to: •

Gain a deeper knowledge of basic data in CRM as well as selected generic CRM functions

For internal use by CSC only

For internal use by CSC only

2009

© 2010 SAP AG. All rights reserved.

465

For Any SAP / IBM / Oracle - Materials Purchase Visit : www.sapcertified.com OR Contact Via Email Directly At : [email protected]

Course Summary

CR100

For internal use by CSC only

For internal use by CSC only

466

© 2010 SAP AG. All rights reserved.

2009

For Any SAP / IBM / Oracle - Materials Purchase Visit : www.sapcertified.com OR Contact Via Email Directly At : [email protected]

Index A For internal use by CSC only

B Base Hierarchies, 115 BDoc Message, 408 BDoc Messages, 428 BDocs, 406 Billing, 372 Billing Documents, 375 Billing Engine Framework, 385 Billing Item Categories, 381 Billing Item Category Determination, 381 Billing Methods, 374 Billing Types, 381

2009

C Calendar, 242 Client-Based Groupware Integration, 243 Competitor Product, 111 Component Workbench, 446 Condition Maintenance Group, 343 Condition Records, 338 Condition Tables, 336 Condition Types, 334 Contact, 27 Copy Conditions, 160 Copying Control, 160 CRM Billing, 370 CRM Middleware, 4, 404 Customizing, 11 Customizing Download, 413

For internal use by CSC only

Access Sequence (Partner), 271 Access Sequences (Pricing), 335 Account, 27 Account Classification, 50 Account Fact Sheet, 35 Account Group, 61 Account Hierarchy, 55 Account Life Cycle, 52 Action Monitor, 304 Action Profile, 297 Actions, 296 Activities, 233 Activity Journal, 241 Activity Management, 232 Adapter Objects, 412 Administration Console, 412, 415 Application Enhancement Tool, 449 Appointment, 233 Attribute (Product), 117

Billing Unit, 380 Blocking Reason (Transaction Type), 156 Business Activity, 233 Business Add-In, 12 Business Partner, 27 Business Partner Relationship, 31 Business Partner Role, 30 Business Role, 440 Business Transaction, 148 Business Transaction Category, 155 Buying Center, 35

D Data Integrity Manager, 425 Date Management, 205 Date Profile, 205 Date Rules, 205 Dates, 204

© 2010 SAP AG. All rights reserved.

467

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Index

CR100

Determination Rules, 94 Durations, 205

E E-Mail, 233 Employee, 27

F For internal use by CSC only

G General Condition Maintenance, 342 Group, 29 Grouping, 27 Groupware Adapter, 244

I Incompleteness Check, 208 Incompleteness Procedure, 209 Initial Loads, 412 Interaction Log, 233 Invoices, 371 IPC, 330 Item Actions, 149 Item Category, 156 Item Category Determination, 158

L

Partner Determination, 265 Partner Determination Procedure, 271 Partner Function, 271 Partner Function Category, 270 Partner Processing, 264 Partners (in Transactions), 266 Person, 29 Post Processing Framework, 297 Postion, 82 Pricing, 330 Pricing Procedure, 332 Processing Type (for Actions), 300 Product, 108 Product Categories, 118 Product Relationships, 111 Product Templates, 117 Product Types, 109

Q Questionnaires, 240

Logical Links, 443

M Marketing Attributes, 49 Material Master, 109 Monitoring Cockpit, 415

N Navigation Bar, 442 Notes, 203

O Object Management, 411 Organization, 29 Organizational Data Determination, 94

468

P

For internal use by CSC only

Filter Criteria, 413 Follow-Up Transaction, 162

Organizational Management, 78 Organizational Model, 78 Organizational Unit, 81

© 2010 SAP AG. All rights reserved.

R Requests, 426 Role Configuration Key, 448

S Sales Office, 83 Sales Organization, 83 SAP Business Address Services, 33 Schedule Conditions, 298 Server-Based Groupware Integration, 244 Service Product, 109 Set Type, 115 Sites, 415 Smart Forms, 300

2009

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CR100

Index

Start Conditions, 298 Status Profile, 207 Subsequent Referencing, 163 Surveys, 241 System Status, 206

T For internal use by CSC only

2009

U UI Configuration Tool, 447 User Status, 206

W Warranty, 110

© 2010 SAP AG. All rights reserved.

For internal use by CSC only

Task, 233 Tax Determination, 346 Templates (for Business Partners), 34 Text Determination Procedure, 204

Text Types, 204 Texts, 203 Transaction Analyzer, 161 Transaction History, 161 Transaction Tax Engine, 346 Transaction Type, 155

469

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Index

CR100

For internal use by CSC only

For internal use by CSC only

470

© 2010 SAP AG. All rights reserved.

2009

For Any SAP / IBM / Oracle - Materials Purchase Visit : www.sapcertified.com OR Contact Via Email Directly At : [email protected]

Feedback For internal use by CSC only

2009

© 2010 SAP AG. All rights reserved.

For internal use by CSC only

SAP AG has made every effort in the preparation of this course to ensure the accuracy and completeness of the materials. If you have any corrections or suggestions for improvement, please record them in the appropriate place in the course evaluation.

471

For Any SAP / IBM / Oracle - Materials Purchase Visit : www.sapcertified.com OR Contact Via Email Directly At : [email protected]