SAP CRM TECHNICAL TRAINING

Chapter 1 - Structure of the CRM

The CRM WebClient UI consists of the following main UI elements:

The screen of the new UI is devided into three main areas. At the top the header area is located. On the left the navigation bar is located. Navigation area and header area are also known as L-shape. The center part of the screen is the work area.

WebClient UI provide several personalization settings to the end user. They can be accessed via Personalize button on most top bar in WebClient UI. Following slides will introduced those personalization options.

Work area visualization of the requested information In the work area, all content is visualized with different page types: see the following for an overview Entry pages The HOME page is the starting point for the daily business of every user. It contains the users most important personal information and access to the most frequently used tools. The page can be role-dependent. Every first-level navigation bar item has an individual work center page. This page contains a set of shortcuts and access to all SAP CRM components related to the work center. The page can be role-dependent. Entry page for direct access to all reports and analysis available for the current role. It consists of a collection of analyses. The page can be role-dependent. Entry page that focuses only on appointments and tasks. The corresponding information is visualized in a graphical way similar to familiar groupware solutions. Entry page that provides a view into the groupware inbox to trigger the transfer of e-mails to SAP CRM.

Home page

Work center page

Reports page

Calendar

E-mail inbox

Content pages Search pages

Provide the user with comprehensive search capabilities each SAP CRM component.

Overview pages

Represent a user-friendly interface for viewing object-r information. This page is the most important new eleme SAP CRM 2006s. Overview pages consist of a header bl allows definition of general header data and a set of assi blocks that contain related information.

Edit pages

Allow users to create or maintain content in SAP CRM. are linked to the assignment blocks on an overview page pages are designed as form views.

Offer a special way to perform list maintenance, much l Edit list pages the order entry process. They are linked to the assignme blocks on an overview page.

Supporting pages This popup allows users to select objects they want to assign to the current edit page, such as account search help. Filters can be applied here. Search help is identical to the search page of an object but visualized in a popup. Value helps provide the user with capabilities for assigning content from a limited number of records like country, language, and currency. Conflict resolution is also supported with a value help popup.

Search help popup

Value help popup

Popup displaying personalization options Personalization for a specific part of the screen to the end popup user. Additional popups are used for informing the user or offering decision possibilities e.g. Data Loss Popup reminds user that he is about to loose unsaved information offering Save, No Save or Cancel possibilities.

Other popups

General Navigation within WebClient UI mainly starts on Navigation Bar. Navigation Bar provides to level of navigation entries: First level navigation entries, so called work center entries, which lead directy to assigned work center page, or for special page types, like Email Inbox or Calender, it will lead user directly to selected application. Second Level navigation entries provide a easy access to often used navigation targets of workcenter page. SAP delivers mainly search access within secon level navigation. Wither first or second level navigation entries could be application search launches, URL links, SAP NetWeaver reports+analysis or transactions in other systems

Now well have a closer look at the single UI elements availabel on an Overview Page and on single Assignment Blocks. In here we can find on the very top the WorkArea Title, which displays identification texts describing shown main CRM object. This title area also offers functionalities applicable for all available assignment blocks, like saving entered changes maintained for main CRM object or creation of a entity of shown CRM object. In this example new button would create a new Service Order. Each assignment block is shown either as form view or as table view, regarding its purpose. Assignment blocks offer own edit functionalities to user, either to create new entries in tables or to edit existing entries via buttons shown in assingment block toolbar.

Chapter 2 - Role Concept

Role- / Navigation Bar Customizing: Terminology

A work center describes and provides access to business content. The work center page is a collection of logical links for business content and grouped in link groups. Direct link group is part of the navigation bar and provides direct access to specific business content with one click. Logical links can be used in direct link groups, second level navigation or on work center pages

Define Business Role

Configuration:

IMG Path: Customer Relationship Management > Business Roles > Define Business Roles or Transaction CRMC_UI_PROFILE Create / change / copy / delete Business Role

Steps of Navigation Bar Customizing

Creating a new navigation bar profile, which is added to Z business role. All the links which are visible on web ui are dependent on this Navigation bar profile.

Nav.-Bar and Business Role Customizing

Within the navigation bar customizing you have access to shared lists of all logical links, work centers, work center link groups and direct link groups. The navigation bar profiles are collections of logical links, work centers, work center link groups and direct link groups and is assigned to a business role. Work center group links and direct group links can be activated and deactivated within the business role. So you can assign the same navigation bar profile to different business roles and have different screen appearances though.

Assign Business Role to Organizational Unit

Users and business roles have to be assigned to a position within the organizational model. Each Position can have exactly one Business Role assigned to. The Infotype for business role is 1163.

Role-Dependent View Configuration

Changes done within UI Configuration tool do not have to influence all end users. You can store your changes in a role dependent way. So certain changes might only be visible to selected group of users, defined by their used Business Role. In Customizing you can create a socalled role-configuration key under: Customer relationship management > UI framework > UI framework Definition > Define role configuration key You assign role configuration keys to business roles in the IMG: Customer relationship management > Business roles > Define business roles Whenever you do your UI Configuration steps, you can choose to save your changes only for a specific role configuration key. Only users with a Business Role assinged, which has entered this Role Configuration key will see your changes.

Chapter 3 Business partner

Business partner is any entity with whom your organization has business relationship, transaction or interaction. 1. BP Category : Person, Group Organization 2. BP can take any role. Standard roles are Contact Person Prospect Sold to party Bill to Party Ship to Party Payer etc..

Creating a Business Partners

Procedure

1. Access the activity using BP T-Code. 2. Go To create Person

In the field display Role Choose sold to party and in Grouping Choose your Grouping

3. Enter all the required data, like Title, Name, Address and also the data as required the other tabs

4. Save the entry. 5. Repeat the same for different roles.

Business Partner Relationship (BP Relationship)

Definition
A BP relationship forms a business-relevant connection between two distinct business partners.

Use
You can assign a relationship category to two business partners. If a relationship category is assigned to business partners, the business partners are said to have this relationship. Attributes can be assigned to a relationship, meaning that redundant data retention is avoided.

Example
If a business partner is both the purchasing manager of company A and also the MRP controller of company B, the attributes that this business partner has as purchasing manager and as MRP controller (such as department, function, power of attorney) can be defined in the relevant relationships. If this was not possible, the business partner would have to be created twice so that the relevant data could be assigned uniquely to the particular relationship.

The standard relationship categories are:

is contact person for is married to is temporary contact person for belongs to a shared living arrangement is identical to has the employee has the employee responsible is shareholder of is replaced by

Structure
In the dialog, all the supplied business partner relationship categories are displayed for selection in the relationship overview. If you want only certain business partner relationship categories to be displayed in the selection list, you can hide the other business partner relationship categories. In the same way, you can replace the standard title and the standard description of business partner relationship categories with user-defined descriptions, and establish at which point the relevant business partner relationship category should appear in the selection list. In this way you also determine the order of the relationship category-specific tab pages in the BP maintenance.

API's & BAPI's for the Business Partner

BAPI_BUPA_* or BUPA_* Common ones are: BAPI_BUPA_CREATE_FROM_DATA BAPI_BUPA_ADDRESSES_GET BAPI_BUPA_ADDRESS_GETDETAIL

Understanding of Partner Function

Use
Use partner functions to define the rights and responsibilities of each business partner in a business transaction. You assign partner functions when you create a master record for a business partner.

Features
The following are examples of partner functions that are defined in the standard R/3 System:

Partner functions for partner type customer

o

Sold-to Party Contains data on sales, such as the assignment to a sales office or a valid price list

Ship-to Party Contains data for shipping, such as unloading point and goods receiving hours

Bill-to Party Contains the address and data on document printing and electronic communication

Payer Contains data on billing schedules and bank details

Partner functions for partner type vendor

o o o o

Ordering address Invoice presented by Goods supplier Alternative payee

Partner functions for other partner types, for example, personnel (HR master records) Employee responsible You can use this partner function, for example, to assign a buyer within your company to a vendor.

Tables related to Business Partner

BUT000 BUT000_BCS BUT000_EBP_G BUT000_TD BUT001 BUT010 BUT020 BUT021 BUT021_FS BUT030 BUT030G BUT030GT BUT030T BUT050 BUT050_CD BUT051 BUT052 BUT053 BUT054 BUT0BANK BUT0BK BUT0BK_SHD BUT0BKU BUT0CC BUT0ID BUT0ID_BIP_NOHIT BP: General data I Persistence of a BAS Address able for Lock Object EBP_G BP: General Data I, Shadow Table Time Depe BP: General data II GP: old, do not use ==> BUT020 BP: Addresses BP: Address usages Time-Dependent Address Usage BP Where-Used List: Usages BP Where-Used List: Generic Nodes BP Where-Used List: Generic Nodes, Text BP Object Usage: Application Table, Texts BP relationships/role definitions: General BP Rel./Role Determination: Index Table for BP Relationship: Contact Person Relationship BP Relationship: Addresses BP Relationship: Company Interest BP Relationship (not used yet) Business Partner: Bank Data BP: Bank Details Shadow table for BUT0BK (IBAN only) BP: Bank Details Usages BP: Payment Cards BP: ID Numbers Business Information Provider: Logging of

Chapter 4 Product
Product Types
The product type describes the basic characteristics of a product. It also determines to which product categories a product can be assigned, thus defining the structure of the product and how it can be used. The following product types are available: Material Service Warranty Financing Financial Service Intellectual Property (IP)

Attributes and Set Types

Attributes are used to describe products and are grouped together into set types. The use of set types make it possible to model a product in a detailed manner in your system. For more information, see Set Types and Attributes.

Categories and Hierarchies

Categories and hierarchies are used for structuring purposes, and allow you to group together products according to different criteria. Categories define which set types and relationship types are allowed for a product, thereby enabling you to structure the information you require on your products through the assignment of categories. For more information, see Categories and Hierarchies.

Relationships
Relationships can be created between products and other products or objects to represent certain product information. For example, service parts, services, or accessories might be available for a particular product, or products may contain or belong to other products, such as sets and prepacks.

Alternative IDs
Alternative ID types can be defined in the product master and used in business processes instead of the product ID. Alternative IDs therefore allow you to use an identification in your business processes that conforms to industry standards, for example ISBN, serial number, vehicle identification number. You define alternative IDs in Customizing for Cross-Application Components, by choosing under Master Data Products Create UI Configuration for ID Type SAP Product Alternative Product IDs , and create the necessary UI configuration on the SAP Easy Access screen (see report documentation).

Competitor Products
Competitor products allow you to record information about products sold by your competitors and therefore in direct competition with your company's own products. Competitor products are technically products with the product typeMaterial, and are created on the Competitor Product page.

Active product:
Only active products are available for use in an application e.g. order or product catalog. It is also only possible to upload active products in R/3.

Inactive product
A product can be created as an inactive product (product catalog import). Product can be saved as inactive if it contains errors.

Attribute/Attribute value
An attribute describe the characteristics of a product. An attribute can have either a single or a multiple value. For example color red.

Set Type
A set type is a grouping of attributes and is stored as a database table. It is assigned to a product via category assignment, and can be assigned to one or more categories in a hierarchy. This prevents a settype from being assigned to the same product more than once. There are SAP standard settypes and also customer defined set types. The relevant transaction is COMM_ATTRSET.

Category
With the category-product assignment there are Set Types assigned to the product.Categories are arranged in category-hierarchies. (Transaction COMM_HIERARCHY) Categories make it possible to group together products according to different criteria. Categories are arranged in category hierarchies. There can be more than one hierarchy. Please note that the assignment between category and set type cannot be deleted, if a product of the category exists. This is standard behaviour. A product can only be created when assigned to a base category. It is the base category that defines the attributes that are supposed to be maintained for a product. For all product categories you can additionally choose if product is a configurable product. This must be allowed in customising first. A product ID number will be assigned automatically in the case of internal number assignment.

Set Types and Attributes

Set types are groups of attributes that are used to describe products. They are stored in the system as database tables. Set types enable groups of data fields to be assigned to a product, and the product to therefore be modeled in detail in the system. Set types and attributes are used together with product hierarchies and categories. The combination of these elements enables the relevant set types to be made available on the Product page and therefore used to describe the product.

Structure
Set types are assigned to categories and not to products directly. By assigning set types to categories, and then in turn assigning the categories to products, you can make available the data you require to describe your products. The mechanism is illustrated below:

Standard Set Types

Set types and attributes can either be standard set types provided by SAP, or set types and attributes you have defined yourself to meet your own requirements. SAP provides the following standard set types: General Set Types

Technical Name COMM_PR_SHTEXT

Description Descriptions

Technical Name COMM_PR_UNIT COMM_PR_LGTEXT, COMM_PR_LGTEXT1, COMM_PR_LGTEXT2 CRMM_PR_SALESA CRMM_PR_SALESG CRMM_PR_TAX

Description Units of Measure Notes/Sales Notes Sales: Control Fields, Quantities Sales: Groupings Taxes

Set Types for Materials

Technical Name COMM_PR_MAT COMM_PR_GTIN CRM_PR_RESIDVL Description Basic Data on Materials Gobal Trade Item Numbers Financing-Dependent Attributes

Set Types for Services

Technical Name CRMM_PR_BTR CRMM_PR_SRVDUR CRMM_PR_SRVRR CRMM_PR_SRVENT SERVICEPLAN CRM_SERIALNUM Description Transaction Control Fields Duration of Work Resource Requirement Default Values for Service Contracts Service Plan Serial Number Processing in Service

Set Types for Warranties

Technical Name CRMM_PRWTY CRMM_PRWTY_CAT CRMM_PRWTY_SRV CRMM_PRWTY_CNT Description Warranty Warranty Catalog Data Warranty Services Warranty Counter Data

Set Types for Other Product Types

Product Type Financing Financial Service Set Types Financing Set Types Set Types for Financial Service Products

Product Type Intellectual Property Management

Set Types Set Types for Intellectual Property Management

Function Related to Product

COM_PRODUCT_ MAINTAIN COM_PRODUCT_UI_MAINTAIN COM_PRODUCT_UOM_MAINTAIN_UPD COM_COMM_PR_MAT_CREATE COM_PRODUCT_CATEGORY_CHECK_ALL COM_PRODUCT_CATEGORY_API COM_PRODCAT_API_GET_PRODUCTS COM_PRODUCT_MAINTAIN_INIT COM_PRODUCT_MAINTAIN_READ COM_PRODUCT_MAINT_CHECK_ON_DB COM_PRODUCT_READ_MULTIPLE

Tables Related to Product

COMM_PRODUCT COMM_PRPRDCATR CRMM_PR_TAX COMM_PR_MAT CRMM_PR_SALESA CRMM_PR_SALESG COMM_PR_FRG_ROD COMM_PRSHTEXT COMM_PR_FRG_REL

Chapter 5 Org. Model

Organizational Management in CRM offers you a flexible tool for handling your companys task-related, functional organizational structure as a current organizational model. You can maintain the company structure including the positions and employees in an application and assign specific data (attributes) to the organizational units. The organization model will be especially used for organizational data determination within the CRM scenarios for marketing and sales. Compared to ERP, the use of the organizational model in CRM is more comprehensive, flexible and dynamic. A synchronization of the organizational structure for sales in ERP and CRM is possible via mapping of organizational units. This is a prerequisite for integration of master data and transactional data between ERP and CRM. The building block CRM Organizational Model describes the setup of a sample organizational structure which is the basis for all SAP Best Practices scenarios. In the following a sample organizational structure will be defined. It consists of separate organizational units for marketing, sales and service. Positions will be assigned to the different organizational units in order to implement the functional task distribution of individual items and their reporting structure in the organizational model. Employees are assigned to these positions as holders.

Use
The ERP system is closely linked to the CRM system. The two systems have to be synchronized in some configuration areas, such as the organizational model. Decide which sales areas you need to have in the CRM system, and check them in the ERP system. A sales area consists of: a sales organization distribution channels divisions