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CRM OVERVIEW

1. Scope of mySAP CRM application: mySAP CRM combines extensive capabilities in the core area of marketing, sales and service with award winning analytics that are directly built into the primary interaction channels used by organizations when interacting with their customers. All this functionality enables the closed-loop interaction cycle underlying mySAP CRMs unique propositions. mySAP CRM is built on an open, reliable, secure, and scalable technology platform.

2. Various components of my SAP CRM architecture: The SAP CRM system as a central CRM server with its application components. SAP ERP central component as a back-end system with proven ERP functions. BI functions of SAP NetWeaver with comprehensive statistical and analysis capabilities. The Sap system as a global Available-to-Promise (ATP) check and demand planning solution. The SAP NetWeaver portal as a tool that provides you with integrated access to all systems.

3. CRM Middleware : Data is exchanged between the CRM system and a connected ERP system mainly by means of the CRM middleware. A plug-in installed on the ERP system acts as a counterpart to the R/3 adapter, supporting the data communication between two systems. The data exchange includes an initial transfer of Customizing data, Master data and Transaction data to the CRM system as well as delta data in both directions.

4. SAP NetWeaver Portal : A portal enables personalized access to appropriate information transactional, analytical and Web content from various sources for specific purpose. The relevant information and applications are consolidated for the users by content editors and portal administrators. The portal server creates HTML pages from the various sources. Content metadata and user data is stored in the persistence layer.

Other components of SAP enterprise portal enable single sign-on (based on the Lightweight Directory Access Protocol(LDAP) for user management) and session management for locking and unlocking data. The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag and relate functionality). The processing and supplying of unstructured information takes place through the knowledge management component of the portal.

BUSINESS PARTNER
1. A Business Partner can be created from numerous sources in CRM Enterprise: Initial Data transfer from Legacy System. Internet Self-registration A consumer can use the E-commerce function to register himself/herself. The BP is created automatically in CRM Enterprise. People-Centric CRM. mySAP CRM Field Applications A sales representative can use the field application function to create or change BP data. If sales representative synchronizes their laptop with CRM Enterprise, then the data is transferred. mySAP CRM Interaction Centre An agent can use the IC WinClient or IC WebClient to create or change account information. This data is transferred to CRM Enterprise. Business Partner Processing in SAP CRM The user can use a transaction to create or change the BP directly in CRM. SAP NetWeaver BI (Leads) This allows you to import lists to SAP NetWeaver BI, and then to use the segment builder to transfer these lists to the CRM system. Download from ERP External List Management (Marketing) In this scenario, addresses used by address providers must be deleted from the system after a certain number of contact or a certain length of time, provided the BP has not reacted positively. A positive external contact counts as a positive reaction. The contract conditions for the address provider define how often or for how long addresses can be used. 2. The BP model in the CRM system differs from that of the ERP backend system (customer). 3. The BP category must be defined when creating a new BP and it cannot be changed later on. 4. When creating BP, internal number assignment is the default. Alternatively if you want to use external number assignment you must choose the relevant grouping and enter the external number. 5. Standard grouping can be defined in Customizing. This means that a grouping is automatically selected if a BP is created without entering a BP number or grouping (with internal number assignment) or if a partner number but no grouping is entered (With external number assignment). 6. More than one BP role can be created for a BP. General Information such as name, address, and bank details, only has to be entered once. Each partner role contains various data sets:

General Data CRM-specific data Relationships

7. Existing relationships can be extended by adding attributes and new relationship categories via the Business Data Toolset (BDT). 8. BP relationship categories describe the business-relevant relationship between BPs. One-way ex. is employee of. Undirected ex. is married to. 9. The business partner concept in CRM is more flexible than the customer master in SAP R/3 / ECC. In ERP system you can only use a customer with the correct account group. In SAP CRM, you can use any business partner for a specific purpose regardless of its role. The only precondition is that you have maintained the necessary data. SAP R/3 SAP ECC The Account group of the customer Master defines the following: The number range Processes a customer can be used for (partner functions) Field Attributes SAP CRM GROUPING Determines the number range BP ROLE Provides different views of BP data, dependent on different processes Determine the field attributes DATA SETS Depends on processes in which a business partner can be used CLASSIFICATION Defines to which SAP R/3 account group a business partner is mapped. 10. The internal number range within SAP CRM corresponds to an external number assignment in the ERP system. Thus, a BP is given the same number in both systems. 11. With the Visual Configuration Tool (VCT), you can change the screens and the screen sequences supplied by SAP in customizing by dragging and dropping. Customer changes will not be overwritten by SAP when a new release is installed. 12. You can use the VCT to: Change the layout of screens Change the sequence of the screens Change the screen title Change the frame title The original SAP configuration remains in the system and can be re-activated at any time.

13. The Easy Enhancement Workbench is a development environment with wizards, with which you can easily extend certain standard SAP business objects with userdefined data fields and tables. This functions system-wide. 14. Some examples of the functions in the EEW: DDIC extensions Interface (SAP GUI) : screens, function modules, entries in BDT control tables APIs for reading , changing, deleting 15. A CRM business partner is usually only transferred if it has been classified or if a suitable value is entered in the account group field. Additionally, the number ranges and field groupings in the system must correspond with one another.

ORGANIZATIONAL MANAGEMENT
1. Organizational Management allows you to: Map your marketing, sales and service structure Characterize your organizational units b organizational and general attributes. Define rules to determine the organizational unit responsible. 2. Organizational management allows you to specify organizational data automatically in a business transaction using the organizational structure. It can also be used to determine business partner. 3. A new feature of release 5.0 is that you can map an organizational unit as a marketing organization. 4. Aim of Organizational management is Users do not have to consider their organizational data when they create a transaction. 5. Advantage of organizational management in CRM: Flexible: The organizational units are not already specified. Time-dependent: This enables you to plan organizational changes in the future. Adaptable and extendable: The organizational model is not static, it is dynamic. One structure for marketing, sales and service. Organizational units can take the role of business partner. The system automatically creates a BP record for an organizational unit with the BP role Organizational Unit.

6. Organizational Objects: These are used for modelling an organizational plan. They can be linked to hierarchies to form functional relationships in the organizational plan of a company. There are two kinds of Organizational Objects: Organizational Units: It forms the basis of an organizational plan. Organizational units are functional units of a company. Positions: It shows the functional task distribution of individual items and their report structure in the organizational plan. Positions are concrete items in a company, which can be occupied by holgers. 7. Functions are possible applications in which the organizational unit is valid. With the function you can control which attributes are available and which properties the attributes have. You can use one organizational structure for different applications. 8. Attributes are always maintained for a specific function, which means you can maintain different attributes or each function. There are two kinds of attributes:

Organizational Attributes: They are used to define the type of organizational unit. General Attributes: They are used to define the responsibilities of an organizational unit.

9. You can assign up to three organizational attributes to an organizational unit. 10. You can use Marketing organization characteristics as follows: For Authorization check For automatically entering and checking marketing attributes For partner Determination Workflow Routing Cost Planning Reporting

11. A log shows how the responsible organizational unit was found in a transaction. The log can only be displayed when creating or changing a document. It is not saved. 12. In SAP CRM, there are two types of determination rule for determining the responsible organizational units: Organizational Model: The attributes of the organizational model are read and evaluated. Responsibilities: The responsible organizational unit is determined without evaluating the organizational model.

13. The organizational data from the document header is copied at the item level. There is no separate organizational data determination at item level. 14. A Prerequisite for the automatic generation is that no organizational model already exists in the CRM system, because existing organizational models could be overwritten. 15. The Generation program can only be executed once. There is no subsequent delta download. 16. If you wish to use HCM (formerly HR) and you have maintained the organizational plan there, you can distribute this organizational plan to SAP CRM with ALE. In this scenario, backend is the leading system.

PRODUCT MASTER

1.

In CRM there are six technically different product types: Materials: Physical products Services Financing and Financial Services Warranties: Used in Service Scenario. Warranty information for individual object is created with reference to the product. IPs (Intellectual Properties): media-specific product

2.

A separate number range can be maintained for each product type. 3. R3PRODSTYP maps the product type present in the ERP system. For this reason, it is vital to assign the base hierarchy R3PRODSTYP to make basic data set types available. 4. A GTIN (Global Trade Item Number) is used for mapping the EAN (European Article Number). 5. The relationship Accessories plays a important role in CRM product catalogue, which is used in the internet sales scenario. If a customer adds a product on his shopping cart, additional products can be suggested to the customer via relationship Accessories. 6. Relationships are generally maintained in the CRM product master nad not in SAP ERP material master. Selection of other relationship categories:

Customers Financed by Manufacturers Vendors Components (a structured product is mapped with this) Services Spare parts Warranties (used in product registration) 7. For downloading the ERP customer material number to SAP CRM, there is the relationship Customer/distribution chain. 8. The CRM product master is a collection or arrangement of various set types that contain specific data. 9. Set types, which correspond to database tables, are displayed on various views (tab pages). Predefined set types (ex- basic data, short texts, conversion of unit of measure) are delivered with standard product. You can enhance the product master with user-defined set types.

10. Before materials can be transferred from the ERP system to the SAP CRM system, Base Hierarchies must be created. This performed with a customizing download. 11. Attributes help 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 us to perform detail modelling of products and individual objects in the system. 12. An Attribute is defined by its attribute type (ex- integer, character string or date), its attribute length (optionally) is value range (ex- single values or interval), or by a value table. 13. You can maintain conditions on the category level. When a product is assigned to a product category, the attributes stored in the relevant set types are displayed. 14. The following elements are necessary to enhance the product master: Hierarchies Categories Set types Attributes

15. Creation of attributes results in the creation of data elements and domains on the database. 16. Creation of set types result in the creation of database tables and other data dictionary objects, as well as function groups, function modules and screens. 17. Set types can be assigned to categories. It is also possible to assign a view n which set type information will be displayed. Additionally, it is possible to assign templates along with the view when assigning set types. Products that are categorized later thus automatically get predefined characteristics. 18. Download of ERP material master to the SAP CRM system: An Initial Download is performed at the start, when SAP CRM is set up. Existing customizing data is a prerequisite for a successful initial download. The Delta download ensures that transaction data and master data are permanently exchanged between the CRM and a backend system. Customizing changes are not updated through a delta download.

19.

Upload of CRM products to the ERP system: The upload of CRM product data is possible, but it must be carried out manually and individually for each product. Upload can be permitted for each product in customizing.

After a product has been loaded from SAP CRM to the ERP systems, changes are updated by means of a data transfer, but only in the ERP direction. Proprietary set types and attributes are not transferred.

20. A Competitor product has a lean product master. This is controlled by product category. Competitive products can be created on the portal and can be integrated into business processes for activity management or opportunity management. 21. Competitive product information is exchanged with the mobile client in both directions. 22. Competitor products are only available in the People-centric UI.

TRANSACTION PROCESSING
1. A business transaction expresses a business interaction with a business partner. The business transaction provides business structures and functions that can be used in various processes of a company. 2. Depending on the leading transaction category, a business transaction has a certain structure. Ex Tasks have only a header level Leads, opportunities and service transactions have a header and item level Sales transactions additionally have a schedule line level (delivery quantity and delivery dates, possibly after the APT check).

3. A business transaction can be assigned to one or several business transaction categories, depending on what the leading business transaction category is. Assigned business transaction categories allow detailed control of the transaction. 4. Only specific combinations of business transaction categories are possible. Ex The transaction category SRVO (service category)has the leading business transaction category Service Transaction and three assigned business transaction categories Contact, Sales and Service transactions. The transaction category LEAD (lead) has the leading business transaction category Lead and one assigned business transaction category Lead. The transaction category TA (telesales) has the leading business transaction category Sales and two assigned business transaction categories Contact and Sales.

5. Control attributes (such as leading business transaction category, text determination procedure, partner determination procedure, status profile, the organizational data profile and the number range assignment) can be defined at header level. 6. Assigning blocking reason: You can use these blocking reasons to block a business partner for entering particular transactions. Then you cannot enter any business transactions, to whose transaction category this applies, for the blocked business partner. 7. Permitted channels for transaction categories: When you have assigned a transaction category to particular channels, only these transaction types are then offered in the value-help selection in the corresponding channels. 8. Business Transaction Customizing: ITEM

First define the general settings, meaning the attributes that are the same for all item categories. Item object type (Partner determination, status profile, ATP profile, Action profile, Date profile, BOM explosion and Configuration data). Next, define the business context in which the item category is used. Settings differ depending on the assigned business transaction category. Ex- The item category SRVP (service product item) has two assigned business transaction categories Sales and Service Transaction. The item category OPPT (opportunity item) has one assigned business transaction category Opportunity. Activities normally do not have items. Customizing item categories and item category determination is not necessary in this case. Exception: Activity reports.

9. The field Item Category Group of the product master exists as both organizational data-dependent (e.g. Sales tab page) and organizational data-independent (e.g. Basic data tab page). 10. The procedure for the determination of item categories should be set up in the same way as in the SAP ERP system, especially in the case of replication-relevant transactions. Otherwise problem can occur in the upload to SAP ERP. 11. Other custom-made item categories and their determination must be set up manually. No customizing download from SAP ERP is supported. 12. The factors which influence the determination of item category are as follows: 13. Transaction type Item Category Group Item Category Usage Main item category Default value & Alternative item categories Basic functions in Business Transactions: Create follow-up transactions Copying Control Document flow Subsequent referencing Determining Organizational data Texts Administration Status Perform Incompleteness Check Change transactions Change Documents Field Changes

14. Copying Business Transactions: You can choose several transaction documents in the locator, and create exactly one follow-up document for them. The header data is copied from the first transaction in the hit list, and the item data from all transactions is collected on the Item selection tab page. Prerequisite: Relevant organizational data in the source and target transactions should match.

Create follow-up Transaction


Copies data from one or more transaction documents You can choose the transaction type for the follow-up document Header data is copied, you can select items Document flow is updated

Copy
Copies current transaction document Same transaction type Header and item data is copied Document flow is not updated, no reference to original document

15. For Processing follow-up documents, you must perform three customizing steps: Copy control for transaction types Copy control for item categories Determine item category when copying

16. Customers with particular requirements for copying control can enhance the conditions according to their wishes. You have the option of writing your own data transfer routines using BAdI methods. For creating copying routines, you can use the CRM_COPY_BADI BAdI. Customizing: Copy control You need copy control for processing follow-up documents. Copying control for transaction types is mandatory. Copying control for item categories is mandatory when you want to copy products into a follow-up document. The definition of item category determination when copying is optional and can be used under special circumstances.

18. Document flow allows you to display interlinkages between business transactions at header and item level. 19. 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. 20. You can subsequently link follow-up transactions from header to header. It is not possible to subsequently link from item to item. To enable subsequent referencing, you have to create an object relationship profile in customizing and assign it to a transaction type.

21. 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. 22. The definition of the text determination procedure is similar to that of pricing. First you define several text types. After you define the source texts of your text types within access sequences. 23. Text objects, text types, text determination procedure and access sequences are defined in customizing. 24. The status line displays the user status if a status profile exists; otherwise, the status line displays the system status. 25. Status Management User Status Set by user Additional to system status: controlled by status profile Can be set manually or can be triggered by process Ex: Open, To be released, Released, Rejected, Re-opened

System Status Is set internally by system Informs you that certain business processes have been completed Ex: Open, In Processing, Incorrect?, Completed

26. System status can only be influenced if you execute a business transaction that changes the system status. However, there are also some system statuses in CRM that the user can set or reset as he wishes, e.g. Do not disturb. These statuses are defined in the CRMC_STATUS_PROC table. 27. A status profile can be assigned to a transaction type (header status) and an item category (item status). The header status is independent of the item status. Exception: Completed. 28. Setting a user status can influence the system status.

29. User statuses are defined in status procedures or status profiles. In status profiles, you can do the following: Define the sequence in which user statuses can be activated Define initial statuses Allow or prohibit certain business transactions

30. You must assign at least one object type, such as CRM order Header, to the status procedure. 31. The impact of a system status to a business transaction can be displayed, using transaction BS23.

32. You can define when a business transaction should be considered incomplete in the system and what message type the system should issue to the application log during data processing. Incompleteness check can be restricted to individual transaction types to individual business partners. 33. Incompleteness check: Customizing 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 BPs to the incompleteness group in the Sales Area Data on the Sales tab. Assign transaction types to the incompleteness groups. In the Incompleteness check, the same conditions are valid for all the transaction types with the same incompleteness group assigned. Assign item categories to the incompleteness groups. Define the incompleteness procedures that are valid for the various sub objects of a transaction. In an incompleteness procedure, yu 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 as incomplete. For each field in the procedure, you must define whether the message issues to the application log during data processing should be warning or an error message. Assign the incompleteness groups to the incompleteness procedures. This specifies the business transaction in which the checks are carried out.

34. The system can update change documents for transactions. This allows you to display all the changes made to a transaction, including What was changed (field, old value, new value) Who made the change When (Date and Time) the change was made You can decide for each transaction type whether change documents are updated. 35. After a new transaction type has been set up, only transactions of type Contact and Task can be created without entries in copying control. For all other types of follow-up transactions, copy control entries are necessary.

ACTIVITY MANAGEMENT
1. Activity management assists in the administration of all activities the employees of any particular company have worked on. All data that are stored consists of important information sources, to which all relevant employees must have access. 2. Two types of activity are to be distinguished:

Business Activity: It contains information about business partner interaction on a particular date. Task: It contains the information about what one or more employees have to complete by a particular date. 3. All activities consist of basic and more detailed information on various tab pages. The Header contains fields for the description, date and time, category, and partner information. 4. The Overview tab page is divided into several areas and contains detailed information about: Priority, completion, result (status), Reason, and goal of the activity. 5. On other tab pages, you can process and send texts, display and change business partner information, check organizational data, enter activity specific addresses, and display detailed view of all dates. 6. When we work with task, the system does not show the tab pages for organizational data and addresses because this data is relevant only when the activity includes an activity partner. 7. Business activities are used to record public interactions, e.g. activities that are carried out on behalf of enterprise. A business activity must have a partner, a start date and a finish date. 8. Tasks are used when we want to create an activity that is not associated with a business partner (except a responsible employee). Tasks can, like activities, be public or private and cover a wide range of possibilities. If a task is marked as private, it cannot be viewed by others. 9. To create a follow-up transaction, no customizing of the copying control is necessary.

10. The questionnaire in the activity is based on the survey tool. It can be used for all question and answer forms that contribute to the maintenance of customer relationships. 11. It is possible to evaluate surveys either with or without BW system.

12. The transaction code for the CRM survey suite is crm_survey_suite. Questionnaires can also be used for transactions of type Lead, Opportunity and Workshop repair. 13. 14. The Activity journal can contain following information: Type and number of products discussed with customers Position of products in store Customer feedback. The information gathered in activity journal can be used to: Track the distribution of samples in the pharmaceuticals industry Analyze sales data Track the progress of sales team Detect possible problem areas Activities appear on the calendar in SAP CRM if the calendar flag is

15. active:

For the transaction type (main switch, customizing) For the respective partner function (default value from the partner determination function)

16. Activities can be created or changed directly from the calendar. Te calendar can be synchronized with groupware applications. The SAP Calendar synchronization tool must be installed. 17. The CRM business activity must be assigned to a user. All SAP user must also have SAP office users and a user in the Outlook Calendar. 18. As of SAP CRM 4.0, exchange in both direction is possible, that is, from CRM to groupware and from groupware to CRM. 19. When you create or change a business activity or task in CRM Activity management, it is saved in the database as a BDoc, and then sent to CRM middleware. Middleware calls adapters, and send activity to the MapBox (XSLT mapping frame work). The business activity is then converted to iCalendar format, making it compatible with groupware applications. 20. 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.

21. The activity monitor allows you to select activities using various criteria. The list output can be adapted using the ABAP List viewer (ALV) function. 22. The Fact sheet delivers an immediate and compact overview of business partner information from several sources. 23. The most important steps for modifying the fact sheet are : View Definition: With this step you can create new views for the fact sheet. Each view can contain a contrasting number of selection of info blocks. Assignment of info blocks to the views Assignment of views to user roles: You can assign particular views to particular single roles.

PARTNER PROCESSING
1. Partner processing controls business partner processing in transaction processing. It includes partner determination, the procedure with which the system automatically finds and enters partners in transactions. 2. Automatic partner processing: Create Transaction. Enter Main Partner: sold-to-party (sales), prospect (opportunity), activity partner (activity) etc. The partners involved are determined by the system. 3. In a transaction, partners can be determined at both header and item level. The partners found do not necessarily need to match. 4. 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 error. 5. Using access sequence (search strategies) it is possible to determine partners automatically. 6. Three determination times can be used: Recurring, During product entry, When saving. Once a business partner is saved, no automatic partner determination will take place. 7. The Alternate Partner Proposal function can also be used to redetermine partners in saved documents and for triggering partner determination for empty partner functions saved previously in a document. 8. Partner Function Category: This classification of responsibilities is used as a system key for identifying the partner function and the business partner who carry out these responsibilities. The SAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. Ex. The Customer partner function has the partner function category sold-to-party. 9. you do business. Partner Function: Term for describing people with whom

10. 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. 11. 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. 12. mySAP CRM partner processing has two important advantages over SAP R/3 partner determination: Using the ordering of accesses in the access sequence, it is possible to look for involved partners in more than one place. There are more sources in which partners involved in a transaction can be found.

13. When you define a partner function, you can assign a relationship category. This relationship category is equivalent to business partner relationship category. Ex. The relationship category is responsible for is assigned to the partner function employee responsible. 14. Locks: Specifies whether the source partner for a partner determination is added to the result list of that determination. 15. The partner determination procedure basically specifies which partner functions can be found automatically in a transaction. It can be assigned to a transaction type and an item category. It consists of three levels: Procedure User (sales transaction, service transaction, opportunity) Partner function in procedure (sold-to-party, employee responsible) Interface setting (which partners are displayed in the transaction in the general view)

16. The partner determination procedure can be blocked for determination, i.e. the partners stored in the procedure are not automatically found by the system but need to be maintained manually. Ex. Internet sales (For performance reason) 17. The following are access sources for access sequence: Business partner relationships Business partner relationship by sales area CRM organizational model (via determination rules) Preceding documents Customer-specific sources, defined in the form of BAdI methods (such as DETERMINATION_ADD_IN_I) (BAdI definition COM_PARTNER_BADI)

ACTIONS
1. Actions refers to the post processing framework (PPF) basis components, which can automatically trigger output, follow up activities or workflows. 2. An Action profile is determined from the corresponding transaction type or item category. Action profile can be assigned directly to the transaction type or item category. Action profile determination (condition technique; the same as pricing). 3. different settings and parameters: Action changeable or executable in dialog Action displayed in toolbar (SAP GUI) Processing time Partner dependence Action merging Processing types Only one processing type is allowed for each action definition in online execution. 5. defining conditions: 6. Immediately When saving Mouse-oriented PC mode Direct text entry mode (traditional) Processing times: There are two modes available for Action processing can be controlled using

Selection report (useful for actions that are used for deadline monitoring)

7. SAP Smart forms must be used to print or fax documents such as an order confirmation. 8. Action can create an event to start a workflow. Methods are BAdI implementations. (EXEC_METHODCALL_PPF). 9. The action monitor gives an overview of all scheduled and processed actions and their status. Repeat action processing can be triggered and output (preview) can be displayed. 10. The action monitor program, RSPPFPROCESS, originates from the PPF. 11. Workflow Vs. Actions:

WORKFLOW Workflow settings required Processes complex scenarios with multiple steps and systems Triggered by events, actions, customizing or workflow programming requires a COMMIT WORK statement No separate planning and start condition Used with organizational management Creates work items in Business workplace

ACTIONS Workflow settings not required Processes single step in a single CRM system Triggered by Basis PPF, which does not require commit work Flexible planning and start condition Used independently of organizational management. Used independently of Business workplace Appropriate for data driven process.

PRICING FUNDAMENTALS
1. In mySAP CRM scenarios the Internet Pricing & Configurator (IPC) is used to carry out pricing and variant configuration. 2. The IPC is a software component based on Java. It connects the functions of the sales Configuration Engine (SCE), the Sales Pricing Engine (SPE) and the Tax Transaction Engine (TTE). 3. IPC Implementation Scenario 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. 4. IPC Implementation Scenario with ERP integration: 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 middleware. You cannot change the transferred customizing in SAP CRM. The transferred conditions cannot be changed in SAP CRM. Exceptions can be declared. Naming convention standard customizing objects normally start with a letter. 5. Condition Technique: RVAA01 PR00 95 EUR/pcs. K007 -2% Product A 55pcs. Operation

Pricing procedure

1. Price 2. Customer discount 3. Sales Promotion Condition type Access sequence

PR00 K007 KA00 PR00 ZPR0

Access Sequence ZPR0 Condition tables: 1.Access: customer/material 2. Access: material Scale Condition Records for PR00 Valid record not available Valid record available From 1 pc: 100 EUR per pc. From 50 pcs: 95 EUR per pc.

6. The pricing procedure defines the valid condition types and their calculation sequence in the transaction. Pricing procedure has a source (CRM or R/3). 7. The determination of pricing procedure must be set up manually. The following elements influence the determination of the pricing procedure: Sales organization Distribution channel Document pricing procedure Customer pricing procedure Division (optional) 8. The Condition type defines the characteristics and attributes of a condition. The calculation type and the scale base type can be controlled for each condition type. Each condition type can be set as an automatic surcharge or an automatic discount. 9. Condition types have a source (CRM or R/3). SAP R/3 condition types can be loaded to the SAP CRM system. SAP CRM condition types cannot be loaded to the ERP system. 10. An Access sequence is a search strategy that the system uses to search valid data for a specific condition type. It comprises one or more accesses, that are each defined by specifying a condition table.

11. The sequence of the accesses controls the priority of individual condition records. The system knows from the accesses where a valid condition record should first be searched, and which one is next. 12. Create an access sequence for each condition type for which you create condition records. 13. 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. The key fields of a condition table must appear at the start of the table, in other words, non-key fields must not appear between any two key fields. 14. Name ranges for condition tables: SAP condition table 001- 500 created in ERP system: SAP001 SAP500 Customer condition table 501 999 created in the ERP system: CUS501CUS999 SAP condition table created in CRM system: SAPxxxxx Customer condition table created in CRM system: CUSxxxxx

15. You can determine conditions at any level you require. The levels on which pricing is most commonly carried out have been predefined in the standard version. You can easily add additional levels if required. SAP R/3 includes a standard field catalogue with the fields normally used in pricing. 16. Data about conditions is stored in condition records. The values in a condition record (price, surcharge, and discount) can be maintained according to a scale. You can specify an unlimited number of levels in a scale. The condition record depends on Sales organization, Distribution Channel, Product ID. 17. CRM: You can start condition maintenance from the following objects in

Business Partner Business Partner Hierarchies Products Contracts (Price Agreements) Campaigns (Discount)

18. In customizing you can group the condition types / condition tables that you want using the condition maintenance group. By assigning the context GCM, you make the corresponding selection of condition types / tables possible for general condition maintenance. 19. You can carry out a pricing analysis. This is a log that gives you an overview of the transactions in automatic pricing. User parameter PRC_TRACE = X needs to be set. Condition analysis is not available in the People-Centric UI.

20. SAP Pricing has a flexible infrastructure that enables comprehensive pricing strategies. SAP Pricing benefits include: 21. 22. Increased profitability through economically sound response to any type of customer request. Increased competitiveness. Timely reaction to any type of customer request Enhanced selling effectiveness by providing product, pricing and discount information at the point of sale. Differences in Pricing in SAP CRM and R/3 or SAP ECC: Condition types that are not supported in SAP CRM: EK01, EK02, BO01 to BO05, AZWR, RL00, MW15, ED11, ED12. Mass copying of condition records is not possible in SAP CRM. Change documents are not available in SAP CRM. Archiving of pricing condition is not possible in SAP CRM. Pricing Features :

Item level pricing, formulas for more complex pricing Manual changes at the item and header levels Different calculation types Two-dimensional scales, scales with different scale bases Validity periods Currency conversion, quantity conversion, and unit of measurement conversion Free goods. 23. Pricing Special Functions: Condition Exclusion: In pricing, more than one condition record may apply to a particular item at any one time. You can use condition exclusion to compare possible conditions in order to determine such things as the best price for a customer. Group Conditions: It can be used when you want some conditions to be used as the basis for determining scale values from several items. Variant Conditions: It can be used to influence the price of configurable material depending on the characteristics value assigned. Hierarchical Access: It is used to optimize pricing for hierarchical data constellation such as product hierarchy.

24. If you create billing documents using CRM billing, the taxes are determined via the Transaction Tax Engine (TTE). To trigger the TTE call, you need define the condition type 0TTE (for tax calculation and net price) or 1TTE (for tax calculation and gross price). Recommendation: use the 0CRM01 pricing procedure. 25. As of SAP CRM 4.0, there is a tax document. This document is stored permanently in a system and can be accessed at all times. The tax document

comprises all input and output data for a particular TTE tax determination and calculation. 26. 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 and the corresponding tax record. 27. Tax calculation requires classification of business partners and products. The business partner and product tax classification is made by assigning tax groups to the tax types that must be determined in any given country. 28. In Customizing, the tax type specifies which taxes are determined for each country. Corresponding tax groups are defined for business partners and products for each tax type. The combination of tax group, the country (or region), and tax type determines the tax condition record. A default tax group can be defined for business partners and products per country and tax type.

CRM BILLING

CRM (Sales Service)

SAP CRM

CRM Billing

SAP BW

SAP SCE SAP R/3 SAP ECC

SAP FI/CO

Printer

1. You can bill for different business transactions directly in MY SAP CRM. These transactions includes: Sales orders (With or without reference to delivery) Service orders, service contracts, service confirmations, complaints processing 2. Using CRM billing, you can combine a service order item with a sales order item together in an invoice and thereby simplify communication with your customers. 3. The R/3 components SAP FI-AR (Account receivable) or FI-CA (Contract Accounting) have to be implemented if you wish to post billing documents in Financial Accounting. 4. documents. 5. You need SAP BW for statistical reporting of billing The billing process consists of three major steps: 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 external interface can be used to copy data from non-SAP systems to the CRM billing due list. It supports IDoc, XML SOAP via HTTP, and XML via the exchange infrastructure. Billing: Related billing due list items are also grouped together as far as possible from different CRM business transactions and transferred to a joint billing document. From the billing due list, you can process both single and collective billing from billing due list items and also trigger them to run in the

background. You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting. Output Processing: It consists of invoice output, the transfer to mySAP Financials, and retrieval for SAP BW. The ledger posting of billing data takes place either in SAP FI-A/R or in SAP FI-CA. CRM billing provides all relevant billing data for the SAP Business Warehouse for statistical reporting.

6. As soon as a business transaction is saved in which at least one item is relevant to billing, the system automatically transfers the data from this billing request item to the CRM billing due list. 7. CRM Billing uses the data from application customizing to determine the item category of CRM Billing for the transferred data record. When the system cannot determine an item category , the system has to reject the transferred data record because no billing is possible without the item categories. 8. There are two ways of setting a billing block: You give the business transaction item the billing block status. You block the billing item category for billing with the corresponding indicator.

9. As a sub process of billing, CRM Billing transfers billing due list items to billing document items and assign these to the billing document headers. 10. 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. Splitting criteria can also be influenced via the copy requirements. 11. In the case of delivery-related CRM Billing, the billing status is changed in R/3 Delivery and the CRM billing document is updated in the SD document flow. 12. ERP systems. Billing documents are not exchanged between CRM and

13. As long as the invoices have not been transferred to Accounting, it is possible to make certain changes to the invoices, to the prices and to the texts. 14. CRM invoices generate the sales data for the rebate.

15. You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting.

16. 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 Transfer of billing data to a range of SAP ERP accounting applications Provision for the SAP Business Information Warehouse (SAP BI) Connection of any non-SAP applications to the external interface of CRM billing.

17. Direct billing allows you to create billing documents directly, without having to explicitly process the billing due date. Prerequisite is the Direct billing indicator in the payers sales area data. Incomplete or blocked billing due list items cannot be billed directly. 18. Billing plan specifies when a certain amount is invoiced. Service contracts and leasing scenarios in particular use billing plans. As of CRM 5.0, it is also possible to map usage-based billing. Billing plans are also used in this case. 19. The billing unit is a CRM business partner that has the role Billing Unit. It can be defined independently of the sales or service organization as a standalone. 20. More than one sales organization can be assigned to a billing unit. A billing unit is uniquely assigned to a company code.

CRM MIDDLEWARE
1. The CRM server can run as a stand-alone solution or with various back-end systems. If SAP R/3 is the back-end system, only a plug-in is needed to handle data exchange with the SAP CRM server. CRM middleware handles data exchange with third-party systems. 2. mySAP CRM supports two types of mobile scenarios: Laptop computers and handheld devices. Laptops employ the solution for mobile sales and mobile service, which are synchronized (using the CRM middleware) with the application on the SAP CRM server. Handheld applications can be used in either online or offline mode. 3. The CRM server contains CRM middleware, which handles the data exchange with internal applications and external major components, such as an SAP ERP systems used as the back-end, an SAP Business Information Warehouse or non-SAP systems. The CRM middleware also synchronizes the database of mobile clients with the CRM database. 4. The data exchange between the CRM middleware and external systems is performed via adapters. The Adapters map and convert data between various formats. 5. Business Document (BDoc) messages are used for data exchange and data processing within a CRM system environment (business document process and transport business object as one unit). 6. Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used for messaging between components such as SAP ERP and SAP CRM. 7. A BDoc type or structure must be defined for each required business object, e.g. contact person, sales order. It contains all table entries that make up the corresponding business object. 8. A BDoc instance is a concrete example of a given BDoc type containing all field values. It does not exist as a BDoc yet but is still to be found in the database. 9. A BDoc message 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 for one BDoc instance. However a BDoc instance is replicated to a mobile client using a BDoc message where all fields are filled. 10. During data exchange, data is transferred to the CRM server via appropriate queue. The data is validated through a validation service. The messaging layer uses messaging BDoc types for data exchanges with the CRM server applications, ERP back-ends and external systems. 11. The Administration Console will determine the receivers of the data. The appropriate adapter services are called and sent to the outbound queue. 12. Initial data transfers from ERP to the system are controlled by Object Management. Here you can use filter criteria to restrict the scope of the data according to your requirements. These filter criteria then apply for the delta data exchange too. 13. Allocation of data from CRM to other systems (including ERP) is controlled by the Administration Console. 14. Replication Administration has no hierarchy in the system. The data is therefore stored in the CRM database and in the local client databases. No storage repository exists for regulating distribution. 15. 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. 16. Administration Console are: The Main tasks performed with the

Setting up and maintaining the replication, i.e. maintaining replication objects, publications and subscriptions. Managing mobile employee (users) and their passwords Defining sites, the logical representation of data receivers within the CRM middleware. Assigning employees to sites (site type Mobile Client only). Defining and administering organizational structures. 17. There is 1:1 relationship between BDoc and Replication object. There is 1:n relationship between Replication object and Publication (mBDoc). There is 1:n relationship between Publication and subscription.

18. You can load customizing and business objects from SAP backend system to SAP CRM. Due to dependency of objects, a specific sequence during data load is necessary: Customizing Business Objects Parent/child relationship between different objects.

19. Adapter objects can be exchanged between a source system and a target system. Load objects are stored in the SMOFOBJECT table. They are grouped as follows: Business objects Customizing objects Condition objects

20. Which objects are loaded to which target systems depend on the business process and has been defined for each application. Generally, initial loads and delta loads can be performed from SAP R/3 to CRM and vice versa. However, conditions will be loaded only from SAP R/3 to CRM. Sales order will usually be loaded from CRM to SAP r/3 for further execution. 21. For the initial load toward the SAP R/3 system, there is no filtering of the load objects. Filter for business objects are predefined, whereas filters for customizing or condition objects can be set on existing fields. Business data are usually filtered at the source. Customizing or condition objects can be filtered at the source only. 22. While there are no restrictions for repeating data transfers from SAP R/3 to CRM, data transfers from CRM to the consolidated database follow a different logic. To avoid consistencies between the consolidated database and mobile application databases, a repeated initial data transfer from CRM to the consolidated database is prevented. 23. 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. Request of objects from the CRM database to an ERP back-end is not supported for all objects. 24. Data Integrity Manager With the DIMa, you can detect and repair inconsistencies between objects across components within the SAP CRM system landscape. It compares data in different components and displays inconsistencies. The data comparisons are always carried out for the CRM database and an R/3 back-end database, and the CRM database and the consolidated database. 25. There are two compare types available in the DIMa: header compare and detail compare. A header compare checks if an object instance

exists in both databases. A detail compare compares all data of an object instance found in both databases. 26. The display BDoc message function lists all BDoc messages (Tr. SMW01). It displays the following: The BDoc ID and BDoc type, the BDoc state, the flow context, the queue name, the date and time when the BDoc message was sent. The flow trace, the data and error segments, the service in which the error occurred (last service reached), the recipient list. The succession of BDocs if a mobile scenario is in place.

27. A possible error situation would be that a business object was changed in a CRM server application, but the change (delta load) is not received in the SAP R/3 system. In case of errors or missing data updates in the target system, you can perform the following steps: Check Display BDoc message including the middleware trace information. Check the outbound queue. Check the table BDOC_TRACK in the SAP R/3 system (which shows information on the data handling of the R/3 application). Check the inbound queue of the mySAP CRM system.

PEOPLE-CENTRIC CRM
1. The SAP NetWeaver portal enables user to access various SAP and non-SAP applications as well as documents and other information sources. A BSP (Business Server Page) application is like with a transaction in the classic sense an application that is functionally self-contained. This application is not executed in the SAPGUI however, but in web browser. 2. /Benefits: People- centric CRM Properties

User-friendly user interface: 1. Intuitive and recognizable interaction design 2. Easy navigation and web-like behaviour Preconfigured user roles: 1. Preassembled content for complete business task 2. Easy adaptation of the roles for specific needs Knowledge Management: 1. Users want easy access to the knowledge of the entire enterprise through a single point of access. 2. Document should be displayed within their specific context. This context should be automatically accessed from the KM search result list. Personalization and configuration: 1. Users require personalization options to adapt content to their liking. 2. User interface needs to be flexible and configurable to embrace customerspecific business requirements.

3. Business packages are predefined portal applications targeted to a set of related roles or to a specific application system. These are compressed files containing all roles, worksets, iViews, and so on. 4. The Role is one of the central concepts of the SAP NetWeaver Portal. A Role is a collection of tasks, services and information for a group of users. The role defines which service and information the user should be able to access and the activities he or she may perform. 5. The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar, and the detailed navigation tree. The top-level navigation bar is a series of tabs in the title are of the portal header. 6. Personalization means providing the right information for the right person at the right time. It enables quick navigation to relevant information. Personalization Options: Select Portal style Modify content and layout of portal pages Personalize iViews in portal Personalize CRM applications Add objects to or remove objects from favourites Save self-defined search variants

7. Searching for specific data and documents is one of the most important tasks in PCUI. The iView for the central search provides you with a fast and flexible tool in the portal. Various views are available: 8. List: This is mainly used for searching and displaying various data records. You also have an extended search option with this view. Summarized: This provides the most important information for a selected application in a single view. Note you cannot enter or edit any data on this page however. Details: Details are contained in a screen area in which you can view and edit all information for an application. Possible object assignments: Pages can contain pages and iViews. Worksets can contain worksets, pages and iViews. Roles can contain roles, worksets, pages and iViews. Groups can contain users. Roles can be assigned to groups and users. iViews cannot contain other content objects.

9. Copying a role: You can copy an existing role and then edit the copied version.

Select a role in the role catalogue (Browser structure). Right click the role and choose copy. Navigate to the customer specific area within portal content directory. Use right click and choose Paste if you want an independent object. Use right click and choose Paste as Delta Link if you would like inheritance take place (Parentchild relationship).

10. You should never modify roles delivered by SAP. If you want to adjust or change an object that does not belong to your namespace, always use the delta link procedure. 11. Every user will be assigned to group Everyone and the role eu_role.

12. CRM uses an approach where only one BSP application exists (CRM_BSP_FRAME). All the various applications like Account management are managed internally by a URL parameter known as APPL. The personalization is realized by the BL VIEW parameter. 13. Transaction CRMC_BLUEPRINT_C leads you directly to the layout of the user interface (PCUI). The customizing tool replaces the Business Application Builder and the CRM Designer. This is started via an ABAP transaction and is not a graphical drag and drop tool. 14. You can use customizing tool to modify field groups, group tab pages and group toolbars. The customizing toolbar displays both static and dynamic elements, provides a preview and contains a consistency check.

1. The archiving flag (BUT000-XDELE) is set manually or via a BAPI. The Business Partner cannot be archived when the following statements are true: The business partner is a reference business partner. The business partner is being used in a business transaction. Business transaction must first be archived. The business partner is an active organizational unit. Relationships to a product exists, Partner/Product ranges must first be archived. An Internet user exists. 2. Before Data Cleansing can be carried out, the redundant data must be determined in the system. The following possibilities for duplicate recognition exist: 3. External Search Engine Customer-owned programs Services from data providers to search your data for possible duplicates. In Data Cleansing, the following happens: Identified duplicates can be brought together with the dependent data and objects. All dependent data and objects can be presented graphically in a tree structure. After data cleansing, the duplicate can be archived automatically.

4. You can use mySAP CRM Content Management to link any documents, such as Microsoft excel or word files to business transactions. The following actions are available in content management: 5. Creating, changing, copying and deleting documents. Storing documents in folders. Importing documents from and exporting documents to a local PC. Referencing documents that are linked to other transactions. Including URLs in the structure. Searching documents Sending documents Managing versions Previewing documents Special functions of content management in SAP GUI: Sending documents Creation of personal- and generally visible notes at document level. Document template

6. Several layers can be distinguished to technically enable the data transfer between the systems involved: The TCP/IP transfer protocol is usually used on the network. RFC or the File transfer Protocol (FTP) provides data. BDocs, IDocs, XML messages or ASCII flat files contain the actual data.

7. Sites (not users) are the smallest addressable unit in Replication and Realignment. They are identified by a global identifier (GUID). Sites are created in the administration console. 8. The main tasks of a synchronization flow comprise the storage of files in the consolidated database (CDB) and the realignment service, that is, the redistribution (synchronization) of data to mobile clients. 9. 10. An Inbound sBDoc can be processed in two ways: If assigned to an mBDoc, it is always mapped to this mBDoc, which is then passed to messaging flow for validation in the CRM server. If not assigned to an mBDoc, the sBDoc is always passed to synchronization BDoc outbound processing. Outbound processing can be done in two ways: Initial load processing updates the CDB only. Notification (delta) processing takes place if the data distribution is active and receiver determination, realignment, extract, and other processes need to run.

11. SOAP/XML messages can be sent to XML messaging systems, which convert the XML into other XML schemata based on mapping rules and send these messages to other applications based on routing rules. 12. For CRM Business Connector communication, IDocs should be used. An IDoc transfer is quicker in comparison to SOAP/XML because, unlike an XML document, The IDoc document contains no metadata information (tags), therefore, the size of document sent down the line is substantially smaller in comparison. 13. IDocs can be used to send messages to the business connector where an IDoc XML document will be established and mapped to other XML schemata such as Rosetta Net, xCBL or the customers own schemata. 14. IDocs can be used to send messages to a flat file.

15. IDocs can be used to send messages to an ALE converter where IDocs are mapped to standardized message format (EDI communication). IDocs can be used to send messages to an ALE messaging system. In contrast to an ALE converter, the message handler will not perform any conversion or mapping but instead receives IDocs and sends them to applications for processing. 16. IDocs can be used to send messages to an EDI subsystem. In contrast to an ALE converter, The EDI subsystem does not use direct program-to-program communication for transferring IDocs. 17. The Middleware Broker provides data to an SAP Business Information Warehouse (SAP BW) system and receives reports from an SAP BW system to replicate them to mobile clients. However, only the extract function is available in a pure CRM server Application Scenario (without mobile clients) because CRM server application users will have direct access to an SAP BW system. 18. The SAP BW is linked to the CRM Server partly by the middleware Broker, partly by direct RFCs and BAPIs. 19. The BW adapter extracts data from the SAP Business Information Warehouse (SAP BW) for the following BDoc types: Sales order, opportunities, leads, activities, contracts, billing documents (mBDoc). One single sBDoc: Chemical Market potentials. Further customer-defined extraction of sBDoc without using a messaging flow is possible. Product and Campaign master data, which is not handled by the CRM middleware.