cr100 crm customizing fundamentals en col92

CR100CRM � Customizing Fundamentals

SAP CRM

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Participant HandbookCourse Version: 92Course Duration: 5 Day(s)Material Number: 50094966

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

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Copyright © 2009 SAP AG. All rights reserved.

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g200932242614

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

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2009 © 2009 SAP AG. All rights reserved. iii

About This Handbook CR100

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iv © 2009 SAP AG. All rights reserved. 2009

ContentsCourse Overview ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Course Goals .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viiCourse Objectives ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii

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

Unit 2: Account Management ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Overview of Accounts and Business Partners .. . . . . . . . . . . . . . . . . . . 24Account Classification Options and Account Hierarchies... . . . . . 45Data Exchange with the SAP ERP System .... . . . . . . . . . . . . . . . . . . . 54

Unit 3: Organizational Management .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Organizational Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Determination of Organizational Data in Transactions... . . . . . . . . 89

Unit 4: Product Master..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Basic Features of the Product Master. .. . . . . . . . . . . . . . . . . . . . . . . . . . .104Set Types, Attributes, Categories, and Hierarchies .. . . . . . . . . . . . 110

Unit 5: Transaction Processing..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Structure of Transactions .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144Transaction Types Item Categories and Item CategoryDetermination ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .150

Basic Functions in Business Transactions ... . . . . . . . . . . . . . . . . . . . .189

Unit 6: Activity Management ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Overview of Activity Management .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220Customizing Activities and Special Activity Functions ... . . . . . . .226

Unit 7: Partner Processing ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253Overview of Partner Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254Customizing Partner Processing.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .260

Unit 8: Actions..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285Action Processing.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .286

2009 © 2009 SAP AG. All rights reserved. v

Contents CR100

Unit 9: Pricing ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319Overview of Pricing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320Condition Maintenance and Pricing Functions .. . . . . . . . . . . . . . . . . .330

Unit 10: CRM Billing..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357Overview of CRM Billing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .358Customizing CRM Billing.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .366

Unit 11: CRM Middleware ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389Overview of CRM Middleware.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .390Data Exchange between SAP CRM and SAP ERP ... . . . . . . . . . .397Consistency and Monitoring of the Data Exchange ... . . . . . . . . . . 411

Unit 12: CRM WebClient UI ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423Overview of CRM WebClient UI.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .424

Index ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453

vi © 2009 SAP AG. All rights reserved. 2009

Course OverviewThe course introduces important master data and covers base customizing settingsof the SAP CRM solution.

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

Target AudienceThis course is intended for the following audiences:

� Customers, consultants and project team members responsible forconfiguring basic functions of the SAP CRM systems

� Users of SAP ERP Central Component and new customers planning toimplement SAP CRM

� Customers and consultants who need detailed knowledge about baseCustomizing in SAP CRM 7.0.

Course PrerequisitesRequired Knowledge

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

Recommended Knowledge

� Knowledge of SAP ERP (R/3) Sales and Distribution (SD) helps. Knowledgeof the SAP CRM learning maps that describe the functions in more detail.

� Customers and partners can use the following links to the SAP CRM learningmaps on SAP Service Marketplace:

� http://service.sap.com/okp to register

(OKP stands for SAP Online Knowledge Products.)

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

2009 © 2009 SAP AG. All rights reserved. vii

http://service.sap.com/okp%20

http://service.sap.com/rkt-crm%20

Course Overview CR100

Course GoalsThis course will prepare you to:

� understand the concept of master data (Accounts, the Organizational Modeland 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

Course ObjectivesAfter completing this course, you will be able to:

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

viii © 2009 SAP AG. All rights reserved. 2009

Unit 1SAP CRM 7.0 � Overview

Unit OverviewThis unit gives an overview of the SAP CRM application.

Unit ObjectivesAfter 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

Unit ContentsLesson: SAP CRM Functions and Architecture... . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Exercise 1: Characteristics of the SAP CRM Application .. . . . . . . . . . . . . . .5Lesson: SAP CRM WebClient User Interface.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Exercise 2: Logon and Personalization... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2009 © 2009 SAP AG. All rights reserved. 1

Unit 1: SAP CRM 7.0 � Overview CR100

Lesson: SAP CRM Functions and Architecture

Lesson OverviewThis lesson introduces the SAP CRM application by covering its key functionsand architecture.

Lesson ObjectivesAfter 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 ExampleYour company has selected SAP CRM as its Customer Relationship Managementsolution. Therefore, you want to become familiar with the key functions providedby SAP CRM. You also want to familiarize yourself with the SAP CRMarchitecture.

Figure 1: SAP CRM Summary

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


CR100 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-specificprocesses via marketing, sales, service, and various other channels.

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 BusinessSuite and contains a central CRM server that can be used to access the system viamultiple channels. The CRM server can also connect to other systems.

The SAP CRM application can be connected and fully-integrated in the followingways:

� The SAP CRM System as a central CRM server with its applicationcomponents

� 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



Figure 3: SAP CRM and Other SAP Systems

CRM Middleware is the primary device for the data exchange between the CRMsystem and the connected SAP ERP system. A plug-in on the SAP ERP systemacts as a counterpart to the R/3-Adapter, supporting the data communicationbetween the two systems. The data exchange normally includes an initial transferof Customizing data, master data and transaction data to the CRM system, as wellas 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 technicalintegration with the other SAP components that were previously components ofthe SAP R/3 plug-ins.



Exercise 1: Characteristics of the SAPCRM Application

Exercise ObjectivesAfter completing this exercise, you will be able to:� understand differences between SAP ERP and SAP CRM

Business ExampleYou would like to better understand the differences of the SAP CRM and SAPERP 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).□ A Logistics Execution□ B Billing□ C Controlling□ D Sales Order Processing□ E Service Contract Management□ F Human Capital Management

2. 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.□ True□ False



Solution 1: Characteristics of the SAPCRM ApplicationTask:Please answer the following questions

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

Answer: A, C, F

CRM offers Marketing, Sales and Service functions which also include CRMBilling. Order fulfillment (Logistics Execution), Controlling and HumanCapital 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 ERP Internet Sales Edition" allows to sell products via a Web Shopwhich is connected with an ERP system.



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



Lesson: SAP CRM WebClient User Interface

Lesson OverviewThis lesson introduces the CRM WebClient User Interface.


� Navigate in the CRM WebClient UI

Business ExampleYour company has selected SAP CRM as its Customer Relationship Managementsolution. Therefore, you want to become familiar with the user interface providedby SAP CRM.

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-basedworkspace that provides an easy-to-use navigation and user interface.

SAP CRM users work with the CRM WebClient UI which replaces the existingSAP GUI and People-Centric User Interface (PC UI).

The CRM WebClient UI looks the same in all applications. It can be adjustedeasily using standard tools and functions (e.g. the UI Configuration Tool).


CR100 Lesson: SAP CRM WebClient User Interface

Navigation Bar and Header Area build the so-called L-Shape.

The CRMWebClient UI is based on Business Server Page (BSP) technology.

From a SAP CRM 7.0 SAP GUI session it is possible to start the CRMWebClientUI using transaction CRM_UI.

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

Figure 5: CRM WebClient UI - Details

You can navigate through the page history step by step, or you can go straight toa previous page.

Saved searches should always have a unique name so that existing searches arenot overwritten.



Figure 6: CRM WebClient UI - Personalization

Users can personalize the CRM WebClient UI. However, simple customizingsettings 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 Designand the personalization push-button looks like a pencil.

The general personalization settings include

� My Data: Various user information, password change� Settings: time zone, date format, time format, decimal notation, screen

reader 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



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 foradministrative purposes.

The SAP GUI is used frequently during this course because the aim is to make theparticipants familiar with the basic settings of SAP CRM.

Figure 8: What is Customizing?

In SAP systems Customizing means parameterization rather than programming.



If the standard or customized functions of the SAP CRM application do not meetthe customer's requirements, it is possible to make program enhancements. Thisincludes 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→ ABAPWorkbench→ Utilities→ Business Add-Ins or via transaction codes SE18, SE19.



Exercise 2: Logon and Personalization

Exercise ObjectivesAfter 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

Business ExampleYou want to familiarize yourself with two different user interfaces. You want tobe familiar with the SAP GUI as the �administrator� and the CRM WebClientUI as the �user�.

You make some personalized settings in the WebClient UI.

Note: In these exercises and all subsequent exercises, replace the genericplaceholder ## 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 username 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 itfrequently during this course.

2. Add another entry to the favorites folder in the SAP Easy Access Menu bychoosing Insert transaction. Use this entry to call the CRMWebClient UI.

Transaction code: CRM_UI

3. Add another entry to the favorites folder in the SAP Easy Access Menu bychoosing Add other objects. Use this entry to call the CRM WebClientUI passing on special parameters.

Choose BSP Application CRM_UI_START, DescriptionWebClient UIand Start Page default.htm.

Continued on next page



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

Hint: This course provides the option of selecting otherbusiness roles (�sneak previews�). However, only the roles SalesProfessional and alternatively Service Professional are used for theexercises and solutions.

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

1. Personalize the Layout of the CRM WebClient UI. Choose the SignatureDesign skin.

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

3. Optional: Explore the other personalization options.

Task 3:Familiarize yourself with the WebClient UI Account Management application.This task focuses on the methods for using and personalizing a WebClient UIapplication 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.

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

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

5. Personalize the information that is displayed for an account.

Move the following entries from the Available Assignment Blocks area tothe Displayed Assignment Blocks area:

Sales Area Data, Tax Classification, Account Classification,Identification Numbers and Buying Center.

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 isindicated by [→Data sheet].

1.




Unit Type of Data Number/Value RemarkAccountManagement

Sold-to party

AccountManagement

Contact

Organiza-tional Model

Organizationalunit ID

O


Determinationrule

ProductMaster

Product

ProductMaster

General itemcategory group

TransactionProcessing

Quotation(sales/servicetransaction]

<First quotation##>



<Second quotation##>


Order[sales/serviceconfirmation]



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

1. Use the SAP GUI to log on to the SAP CRM system with a prepared username 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 itfrequently during this course.

a) Choose the menu (not the Easy Access menu) Favorites→ InsertTransaction.

Transaction code: SPRO.

Choose Continue (ENTER).

2. Add another entry to the favorites folder in the SAP Easy Access Menu bychoosing Insert transaction. Use this entry to call the CRMWebClient UI.


a) Choose the menu Favorites→ Insert transaction



3. Add another entry to the favorites folder in the SAP Easy Access Menu bychoosing Add other objects. Use this entry to call the CRM WebClientUI passing on special parameters.

Choose BSP Application CRM_UI_START, DescriptionWebClient UIand Start Page default.htm.

a) Choose the menu Favorites→ Add other objects

Choose URL typeBSP Application and enter the following:

BSP Applicat.: CRM_UI_START

Description: CRM WebClient

Start Page: default.htm

Parameter: sap-system-login-basic_auth = X

Parameter sap-language = EN (or other language keys)





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

Hint: This course provides the option of selecting otherbusiness roles (�sneak previews�). However, only the roles SalesProfessional and alternatively Service Professional are used for theexercises and solutions.

a) Double-click Start CRMWebClient in your favorites.

Enter the relevant data (user/password/language).

Choose Sales Professional in the selection screen that is displayed.

Note: This course provides the option of selecting otherbusiness roles (�sneak previews�). However, only the rolesSales Professional and alternatively Service Professional areused for the exercises and solutions.

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

1. Personalize the Layout of the CRM WebClient UI. Choose the SignatureDesign skin.

a) After logging on to the WebClient UI, choose Personalize.

Hint: When placing the cursor on the Personalize link, inthe status line (bottom) of the browser you should be able toobserve the name of the business role you work with.

Choose Personalize Layout

Skin: Signature Design

Hint: In customizing it is possible to define a default skin formany/all users working with the CRM WebClient UI.

Therefore an appropriate Technical Profile has to be preparedin the system.

Choose Save.




2. Personalize the Create entries in the navigation bar by removing the entriesE-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 fromDisplayed Links to Available Links.

Hint: You can also personalize the appearance of the RecentItems area.

Choose Save.

3. Optional: Explore the other personalization options.

a) You can, for example, change your personal data (Personalize MyData) and define shortcut keys.

Task 3:Familiarize yourself with the WebClient UI Account Management application.This task focuses on the methods for using and personalizing a WebClient UIapplication 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.

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

3. 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 dropdownlistbox and the Homepage underMy Saved Searches.




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

a) Choose the hyperlink Name in the result list to go to the details of thecorporate account ##Megastore.

In Account Details choose Edit.

The e-mail field is in theMain Address and Communication Dataarea. Enter the above address and choose Save.

5. Personalize the information that is displayed for an account.

Move the following entries from the Available Assignment Blocks area tothe Displayed Assignment Blocks area:

Sales Area Data, Tax Classification, Account Classification,Identification Numbers and Buying Center.

a) In the area

Choose the Personalization function for the overview page.

Select Sales Area Data, Tax Classification, Account Classification,Identification Numbers and Buying Center then move these fromthe Available Assignment Blocks area to the Displayed AssignmentBlocks area.

Hint: You also can change the order and load options for thedisplayed 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 isindicated by [→Data sheet].

1.

Unit Type of Data Number/Value RemarkAccountManagement

Sold-to party

AccountManagement

Contact


Organizationalunit ID

O





Determinationrule

ProductMaster

Product

ProductMaster

General itemcategory group



<First quotation##>



<Second quotation##>


Order[sales/serviceconfirmation]

a) �



Lesson Summary

You should now be able to:� Navigate in the CRM WebClient UI


Unit Summary CR100

Unit SummaryYou 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


Unit 2Account Management

Unit OverviewThis unit gives an overview of the CRM Account application and related featuresand functions.


� 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

Unit ContentsLesson: Overview of Accounts and Business Partners.. . . . . . . . . . . . . . . . . . . . 24

Exercise 3: Account Maintenance... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Exercise 4: Optional Exercise: Customizing of Address Types .. . . . . . 41

Lesson: Account Classification Options and Account Hierarchies ... . . . . . 45Lesson: Data Exchange with the SAP ERP System ... . . . . . . . . . . . . . . . . . . . . . 54

Exercise 5: Optional Exercise: Business Partner Templates for SalesArea Data .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59


Unit 2: Account Management CR100

Lesson: Overview of Accounts and Business Partners

Lesson OverviewThis lesson provides an overview of account management and the business partnerconcept.


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

Business ExampleYour enterprise has relationships with different types of business partner. For thisreason, you want to learn how the concept of the business partner can help youmaintain these relationships.

Figure 9: Business Partners in the Application

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


CR100 Lesson: Overview of Accounts and Business Partners

Accounts: An account is a company, individual, or group with which youhave a business relationship. An account can be, for example, a customer,prospect, vendor, or competitor. Accounts are subdivided into CorporateAccounts (companies or organizations), Individual Accounts (privateindividuals) 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 inthe interactions between your company and customers, prospects, vendors,and other parties.

During business partner creation, the number assignment is determined by agrouping..

When creating a business partner, internal number assignment is the default. Ifyou want to use external number assignment instead, choose the relevant groupingand enter the external number.

You can define standard groupings in Customizing. This means that a groupingis automatically selected when you create a business partner without entering abusiness partner number or grouping (during internal number assignment), orwhen you enter a partner number but not a grouping (during external numberassignment).

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

Figure 10: SAP Business Partner



Business partner is the generic term used to refer to the parties involved inyour interactions with customers. This term is used primarily in technicaldocumentation 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 thebusiness transactions in which it is likely to be involved. A business partner role isused for classification purposes during data exchange with SAP ERP.

The SAP Business Partner allows standardized maintenance of business partnersacross components.

Application-neutral data such as name, address, bank details, and payment cards,is mapped. The particular requirements for mapping organizations, groups andpersons are taken into consideration.

The business partner model in the CRM system differs from that of the SAP ERPback-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 thatare assigned to a business partner mirror the partner's functions and the businesstransactions in which they may be involved.

A business partner relationship forms the business-relevant connection betweentwo business partners.

Figure 11: Business Partner Categories

The classification of a business partner as a natural Person (for example, a privateperson), 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 executiveboard.

TheOrganization 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 businesspartner. Organization is an umbrella term for mapping every kind of situation inthe 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 hasbeen created.

Figure 12: Business Partner Roles

The business partner role classifies the business partner according to businessfunction. The roles that are assigned to a business partner mirror the partner'sfunctions and the business transactions in which they may be involved.

You can assign more than one business partner role to a business partner. Generalinformation such as name, address, and bank details, only has to be entered once.

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

In customizing one can define customer-specific business partner roles.Therefore choose SAP Customizing Implementation Guide→ Cross-ApplicationComponents→ 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. Dependingon the business partner role category, data distribution to SAP ERP is triggered.

Refer to OSS note 1257009 if role-dependent field modification (mandatory fieldsper business partner role) is needed in your system.

Figure 13: SAP Business Partner: Relationships

A business partner relationship forms a business-relevant connection betweentwo business partners.

Business partner relationship categories describe the business-relevantrelationship 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 atime limit. So, for example, you can get an overview of the periods during which aparticular company operated as a shareholder of an organization.

You can use the Business Data Toolset (BDT) to assign additional relationshipcategories.

To do this, use the BP relationships task menu which is called in the SAPGUIusing transaction BUMR.

The relationship category describes the properties of a relationship andcharacterizes it with attributes.

There is a difference between a one-way business partner relationship categoryand a two-way business partner relationship category. In a one-way relationshipcategory, 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 �ismarried to.�



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

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

You can maintain addresses in several parallel versions. This means that you cansave 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 �hascontact 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 personrelationship. Therefore you have to activate this feature in customizing. ChooseSAP Customizing Implementation Guide→ Cross-Application Components→SAP Business Partner→ Activation Switch for Functions . Activate DevelopmentCRM_BUT050.



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. Oneaddress for each business partner is always flagged as the standard address. Youcan define address usages by assigning the different addresses to the relevantbusiness processes.

The postal code, the city and the street can be validated by performing a checkagainst the SAP regional structure. You can also use external software tovalidate postal data, check for duplicates, and error-tolerant searches. (For moreinformation, see SAP Note 176559.) The following are examples of possiblechecks:

� Checking postal codes, cities and streets, and combinations of these forconsistency. During the check, missing elements are added. For example, ifyou enter only the city, the postal code is added.

� When you create and change a business partner, existing BPs that arephonetically similar are displayed for comparison purposes. This preventsyou from creating the same partner more than once.

You define the activities and address types you need, and specify whetherseveral addresses can be assigned to an address type in Customizing forCross-Application Components, by choosing SAP Customizing ImplementationGuide→ Cross-Application Components→ SAP Business Partner→ BusinessPartner→ 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 thatenable addresses to be printed in different fonts depending on the country. In



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

Figure 16:

Templates can be used to maintain Sales Area data.

The following sales-area-dependent data sets reference templates, which can thenbe assigned in business partner maintenance:

Sales dataShipping dataBilling dataBlocking reasons

When working with templates in business partner maintenance:

The attributes of the data sets are displayed as defined in the template andcannot be changed (display mode). A text shown below the Own Databutton specifies the origin of the data, indicating whether it is derived from atemplate assigned to the business partner, or if it is the business partner�sown data. Click Information to display technical data on the template, suchas its technical name, type, and the read methodBy clicking Own Data, you can copy the data from the template to the dataset. You can now overwrite the template data with your own data and saveit. Any changes made subsequently to the template are therefore no longerreflected 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 againdisplayed.

In the first step, you define the required mini-template and enter the correspondingdata. These mini-templates are independent of the sales area and cannot beused for the assignment of sales area dependent data. In the second step, youcombine the sales area dependent mini-templates (without data) with the sales areaindependent 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 degreeof 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

You can create several buying centers for a business partner. These then form thebasis for creating the corresponding data in an opportunity.

However, a buying center in the opportunity can be saved as an account buyingcenter.

Account Fact Sheet

The fact sheet provides you with an immediate and condensed overview ofinformation about business partners taken from several sources such as businesspartner master data, statistical and transaction data, derived from SAP CRM, SAPERP, and SAP NetWeaver BI. It enables you to see quickly and easily the mostimportant details about your key customers.

The UI component for the fact sheet is BSP_DLC_FS. Customers can adjustthe layout and content of the fact sheet by creating a specific UI configurationof the view factsheet.



Exercise 3: Account Maintenance

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

Business ExampleYou want to maintain business partners and business partner relationships(contacts) for your trade fair business. You familiarize yourself with the basicproperties of CRM business partners.

You also analyze the integration with your ERP system and investigate the dataexchange between SAP CRM and SAP ERP.

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

1. Create a new corporate account in the sold-to party role. The businesspartner 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 DetailsName 1 ##StockmannStreet/House Number Rue ##Postal Code 750##City ParisCountry 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.




3. Maintain the Sales Area Data in the relevant assignment block.

Using the Input Help select the sales area IDES CRM Training Companyand Final customer sales. Leave the division field blank.

4. Enter shipping information.

Shipping Own data (checkbox)Incoterms Free house (Use Input help)Delivery Priority HighShipping conditions Standard

5. Enter billing information.

Billing Own data (checkbox)Customer Pricing Procedure StandardCurrency EUR (Euro)Terms of Payment Pay immediately w/o deductionCustomer Price Group New customersPrice List Type Retail

6. Maintain the Tax Classification in the relevant assignment block. Choosecountry France (FR), tax typeMWST and tax group FULL.

Save the account and note the number:

__________________________→ Data Sheet

7. Check whether the account has been transferred to the ERP system in theWebClient UI. Use the Identification Numbers assignment block to do this.

Note: The SAP GUI has an administration transaction which canalso 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)




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

AddressStreet/House Number Rue ##APostal Code 750##City ParisCountry FRAddress 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 ERPcustomers master!

10. Your contact in the purchasing department of the customer ##Stockmann isMichael ##Contact.

a) AddMichael ##Contact in account maintenance as a Contact.

Title Mr.First Name MichaelLast Name ##ContactLanguage FrenchFunction BuyerDepartment Purchasing

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.



Solution 3: Account MaintenanceTask:One of your trade fair contacts wants to place an order in a few days. Add a newcorporate account in CRM accordingly.

1. Create a new corporate account in the sold-to party role. The businesspartner 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 DetailsName 1 ##StockmannStreet/House Number Rue ##Postal Code 750##City ParisCountry France (Use Input Help)Language French Use Input Help)Transport Zone Central France (Use Input Help)

Choose ENTER to confirm the data.


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.




Using the Input Help select the sales area IDES CRM Training Companyand 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.

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

4. Enter shipping information.

Shipping Own data (checkbox)Incoterms Free house (Use Input help)Delivery Priority HighShipping conditions Standard

5. Enter billing information.

Billing Own data (checkbox)Customer Pricing Procedure StandardCurrency EUR (Euro)Terms of Payment Pay immediately w/o deductionCustomer Price Group New customersPrice List Type Retail

a) Choose Back.

6. Maintain the Tax Classification in the relevant assignment block. Choosecountry France (FR), tax typeMWST and tax group FULL.

Save the account and note the number:

__________________________→ Data Sheet

a) Choose the assignment block Tax Classification.

Choose Edit List.

Country ID: FR (use Input help)

Tax Type ID: MWST

Tax Group ID: FULL

Choose Save.




7. Check whether the account has been transferred to the ERP system in theWebClient UI. Use the Identification Numbers assignment block to do this.

Note: The SAP GUI has an administration transaction which canalso be used to monitor the business partner data exchange:

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


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 ERPssystem, an R/3 Customer Number entry is displayed.

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)

a) Customer: <Number of Account>

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 thegoods receipt. Enter the following additional address in the CRM system.

AddressStreet/House Number Rue ##APostal Code 750##City ParisCountry FRAddress 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 ERPcustomers master!

a) Choose the Addresses assignment block and choose New.

Choose Back.

Choose Save.

10. Your contact in the purchasing department of the customer ##Stockmann isMichael ##Contact.

a) AddMichael ##Contact in account maintenance as a Contact.

Title Mr.First Name MichaelLast Name ##ContactLanguage FrenchFunction BuyerDepartment Purchasing

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.

a) Yes, the CRM contact has been created in the ERP system, but it has adifferent account number.

SAP Menu→ Logistics→ Sales and Distribution→ Master Data→Business Partner→ Customer→ Display→ Sales and Distribution(transaction VD03)

Customer: <Number of account>

Choose Continue

In General Data, the contact that you just created in CRM should bedisplayed on the Contact Person tab page.



Exercise 4: Optional Exercise:Customizing of Address Types

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

Business ExampleYou want to create and use additional addresses as well as the standard address forthe 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 determinedin the business transactions.

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

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 inCustomizing 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.



Solution 4: Optional Exercise:Customizing of Address TypesTask:You want to set up another address type to use in the account application. You willuse this new address type later on in the course to determine a specific addressin your business transactions.

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 ApplicationComponents→ SAP Business Partner→ Business Partner→ BasicSettings→ 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 inCustomizing for address determination.

a) SAP Customizing Implementation Guide→ Cross ApplicationComponents→ SAP Business Partner→ Business Partner→ BasicSettings→ Address Determination→ Define Address Types

Choose New Entries.

Address Type: ZZ##

Short name ##Payer

Name: ##Payer address

Several uses: Leave blank

Choose Save.




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

a) SAP Customizing Implementation Guide → Cross ApplicationComponents→ SAP Business Partner→ Business Partner→ BasicSettings→ Address Determination→ Assign Transaction to AddressType

Choose New Entries.

Business Transaction: ZZ##

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.

AddressStreet/House Number Rue ##BPostal Code 750##City ParisCountry FRAddress Type ZZ##

Choose Back.

Choose Save.



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


CR100 Lesson: Account Classification Options and Account Hierarchies

Lesson: Account Classification Options and AccountHierarchies

Lesson OverviewThis lesson gives an overview of options to �classify� an account.


� Describe marketing attributes, account classification and the account lifecycle

� Describe account hierarchies

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

Figure 17: Marketing Attributes

Marketing Attributes are used as criteria for differentiating between businesspartners. They can be used to perform individually tailored marketing activities.In the Segment Builder, you model marketing profiles by combining attributesinto attribute lists. Some of these attributes may be those that you create in theCRM Marketing transaction (below) others may derive from SAP BI or frombusiness partner master data.



Attribute sets are used to group together attributes created specifically withinCRM Marketing for marketing purposes. Each attribute set therefore containsthe attributes belonging to a business partner that are relevant for the marketingpurpose.

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

Figure 18: Account classification - Structure

You can use account classification to classify your accounts according to anycriteria. This is particularly useful for large enterprises who may want to classifydifferent business areas according to different criteria.

Account Classification is available as an assignment block on the Account pageand is a search criterion in the search function. The account classification datasupplements the normal account data. The roles in this assignment block aredifferent from those in the Roles assignment block and the rating is separate fromthe overall rating of the account.

The required criteria can be combined in any way. Each classification categorycan consist of up to five criteria and as many attributes as you wish.

Integration is provided with SAP NetWeaver BI and enables reporting to beperformed based on the account classification.



Figure 19: Customizing the Account Classification

SAP provides classification categories for accounts as well as some predefinedcriteria.

You can assign up to five criteria and any number of attributes to eachclassification category.

Once a combination of criteria and attributes is assigned to the data it cannotbe changed.

It is possible to define your own classification categories. For further informationabout extending the account classification, see the relevant IMG documentationor SAP Note 1045146.

Customizing path: SAP Implementation Guide → Customer RelationshipManagement → Master Data → Business Partner → Define AccountClassification.



Figure 20: Account Life Cycle

A life cycle stage enables you to record the different stages of a business partneras it progresses through its life cycle, with each stage representing a differentview at a particular point in time. For example, a business partner might startoff as a potential, move on to an intermediate stage as a prospect, before finallybecoming a customer

A life cycle stage is technically a business partner role. The assignment of stagesto 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 arange of roles that are mutually exclusive.

This means that only one business partner role in an exclusion group can beassigned to a business partner at any one time. This ensures that the assignment ofroles from a role exclusion group to a business partner is unambiguous. Assigninga role which belongs to a role exclusion group is therefore the same as assigninga unique status. To enable a sequence of statuses, you can define transitionsbetween the roles contained in a role exclusion group, thus defining the order inwhich the life cycle stages occur. In this way you can prevent a business partnerfrom omitting a stage or returning to a previous stage.

The account life cycle is delivered as a hidden function and must be activatedin the UI configuration tool.



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 BusinessPartner→ 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 canspecify which fields are displayed in the header of each phase and which typeof fields are involved (editable, read-only or required entry fields). Thesesettings are made in Customizing for Customer Relationship Managementunder Master Data→ Business Partner→ Accounts and Contacts→Business Add-Ins.

Use the BAdI: Configuration of Views activity to make field modifications.

Use the BAdI: Configuration of Assignments activity to add and removeassignment blocks.

Use the BAdI: Setting of Attribute Defaults activity to assign default values tofields at account header level.

For more information about using the account life cycle, see SAP Note 1097651.



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 andwhich follow-on life cycle stages are permitted. You can make these settings inCustomizing 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 assignedto a business partner simultaneously. You must define a role exclusion group forthe account life cycle.

You assign the relevant roles to the exclusion group. These are the life cycle stages.

You define a bridge between the roles and you determine a permitted sequenceof life cycle stages. You can therefore prevent a business partner returning to anearlier stage.



Figure 23:

The account hierarchy allows you to map complex organizational structures ofa business partner (for example, buying group, co-operative or chain of retailoutlets).

In contrast to the customer hierarchy in SAP ERP, the nodes cannot be equated withthe business partners themselves; rather the business partners are assigned to thenodes. You can assign as many business partners as you like to a hierarchy node.

Group hierarchies originally maintained in SAP CRM cannot be transferred tothe ERP system.

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 processhierarchies 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 nottransferred to the ERP system.

There are three prerequisites for transferring a customer hierarchy from the ERPback 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 SAPCRM.



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

Figure 24:

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

An account can be assigned several hierarchies from different categories.

The account hierarchy is sales area-independent, including its different hierarchylevels and nodes.

In an account hierarchy of the �pricing� category, you can store salesarea-independent data at each hierarchy level.

The account hierarchy allows you to group accounts in a multilevel grouphierarchy.

A time-dependent assignment can be defined from hierarchy node to hierarchynode, 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 tohierarchy or copied.



Lesson Summary

You should now be able to:� Describe marketing attributes, account classification and the account life

cycle� Describe account hierarchies



Lesson: Data Exchange with the SAP ERP System

Lesson OverviewThis lesson describes how CRM business partner data is exchanged with SAP ERPcustomer master data.


� Explain the data exchange for business partners

Business ExampleYour organization wants to enable data exchange between SAP CRM and theERP backend SAP ECC.

Figure 25: Transferring Business Partner Master Data into the System

Business Partner data is used in many business transactions. The system proposesbusiness partner master data in the appropriate fields when, for example, youcreate a sales order in SAP CRM.

Internet self-registration: Consumers can use this function in the CRM WebChannel to register themselves. A business partner is created automatically inthe SAP CRM system. In this scenario a reference business partner is required.


CR100 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 applicationfunction to create or change business partner data (such as the contact). The datais transferred when the sales representative synchronizes the local data on theirlaptop with the SAP CRM system.

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

Processing business partners in SAP CRM: Users can create or change businesspartners directly in the SAP CRM system.

SAP NetWeaver BI (leads): This allows you to import lists into SAP NetWeaverBI which you can then transfer to the CRM system using the Segment Builder.

External List Management: When this scenario is used, addresses obtained fromaddress providers must be deleted from the system when a certain number ofcontacts is reached or when no positive reaction is elicited from the businesspartner after a certain period of time.

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 isstored centrally (client-specific) to avoid data redundancy. It is valid for allorganizational units within a client.



Sales area data is relevant for sales and distribution. It is valid for the respectivesales area (sales organization, distribution channel, and division).

Company code data is relevant for accounting. It is valid for the respectivecompany code. The customer master includes all data necessary for processingorders, deliveries, invoices, and customer payments.

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

By changing the Customizing settings, you can hide certain fields on a tab page ormake 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)

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

SAP EPR and SAP CRM have different data models: the business partner conceptin SAP CRM is more flexible than the customer master in SAP ERP. The SAPERP and SAP CRM system also have different concepts for the number rangeassignment: the data display and the data usage.

SAP ERP and SAP CRM also have two different concepts for the use of businesspartners in business processes (for example, in a quotation). In the SAP ERPsystem 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



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

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

Figure 28: Mapping of Classifications and Account Groups

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

You should create your own account group for the data transfer from SAP CRMto SAP ERP.

You cannot define your own classifications. The Classification and AccountGroup fields arenot displayed in the standard CRM WebClient UI. Those arehidden fields which can be displayed using a different UI configuration of theAccountDetails view. The fields are part of context nodeMarketing.

The classification is derived from the role category (via coding). Each businesspartner role is assigned a business partner role category. Therefore seeIMG activity SAP Customizing Implementation Guide→ Cross-ApplicationComponents→ 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 andPayer are assigned to the classification Customer. This classification then isassigned to exactly one account group (PIDE).



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

Figure 29: Transaction PIDE in SAP ERP

Via transaction code /npide in SAP ERP systems, the mapping of Classificationsto Account Groups and vice versa can be maintained.

For detailed information on how to set up the data exchange for business partnerssee

the Online HelpBest Practice Documentation (Building Block C03: CRM Master andTransaction Data Replication)



Exercise 5: Optional Exercise: BusinessPartner Templates for Sales Area Data

Exercise ObjectivesAfter 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

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

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

1. Create the mini-template ##Sales for the Business Partner applicationobject and mini-template type Sales, Attributes.

a) Maintain the template description ##Sales attributes.

b) Add a line with the attributes Customer Group K (customer) andIncompleteness Group HTX1 (first BP group).

Save the mini-template and do not transport it.

2. Create the mini-template ##Sales for the Business Partner applicationobject and mini-template type Sales, Sales Area Assignment.

a) Maintain the template description ##Sales, Sales Area.

b) Add a row with the sales organization [IDES CRM Training Company;Final customer sales; �] and assign it the mini-template ##Sales.


Note: You can skip exercises 3 to 6. If you do skip them, yourtemplate for the sales area data will consist of �only� sales attributes.

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




3. Create the mini-template ##Sales for the Business Partner applicationobject and mini-template type Shipping, Attributes.

a) Maintain the template description ##Shipping attributes.

b) Add a line with the attributes Incoterms UN (not free), ShippingCondition 02 (standard) and IDES CRM Training Company; Final customersales; �] Delivery Priority Normal.


4. Create the mini-template ##Shipping for the Business Partner applicationobject and mini-template type Shipping, Sales Area Assignment.


b) Add a row with the sales organization [IDES CRM Training Company;Final customer sales; --] and assign it the mini-template ##Shipping.


5. Create the mini-template ##Billing for the Business Partner applicationobject and mini-template type Billing, Attributes.

a) Maintain the template description ##Billing attributes.

b) Add a line with the attributes Customer Pricing Procedure 1 (Standard),Currency EUR (Euro) and Terms of Payment 0001 (Pay immediatelyw/o deduction).


6. Create the mini-template ##Billing for the Business Partner applicationobject and mini-template type Billing, Sales Area Assignment.

a) Maintain the template description ##Billing, Sales Area.

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


7. Create the template ##Template with the description ##Template for SalesArea Data. Assign the mini-templates that you have just created to thistemplate.

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

In the Sales Area Data assignment block, choose

New from Template.



Solution 5: Optional Exercise: BusinessPartner Templates for Sales Area DataTask:You want to create and use a template for the sales area data.

1. Create the mini-template ##Sales for the Business Partner applicationobject and mini-template type Sales, Attributes.







a) SAP Menu→ Architecture and Technology→ Configuration (Customizing


SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Master Data→ Business Partner→ Templates→Maintain Mini�Templates

Choose Create Template.

Application Object: BUPA

Mini�Template Type: CRM_SALES_ATTR

Mini�Template: ##Sales

Choose ENTER.


Choose Text ().

Template Description: ##Sales Attributes

Choose Continue.


Choose Insert Line ().

Customer Group 3: K

Incompleteness Group: HTX1

Choose Save.

Choose No when the �Transport Mini�Template� dialog box isdisplayed.

Stay in template maintenance.

2. Create the mini-template ##Sales for the Business Partner applicationobject and mini-template type Sales, Sales Area Assignment.


b) Add a row with the sales organization [IDES CRM Training Company;Final customer sales; �] and assign it the mini-template ##Sales.





Note: You can skip exercises 3 to 6. If you do skip them, yourtemplate for the sales area data will consist of �only� sales attributes.

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

a) Choose Create Template.


Mini�Template Type: CRM_SALES_SA

Mini�Template: ##Sales

Choose ENTER.


Choose Text ().

Template Description: ##Sales, Sales Area

Choose Continue.

b) Add a row with the sales organization [IDES CRM TrainingCompany; Final customer sales; �] and assign it the mini�template##Sales.


Choose Insert Line () again.

Use the input help to assign sales organization IDES CRM TrainingCompany; Final customer sales; �.

Choose Continue.

Mini�Template: ##SALES.

Choose Save.

Choose No when the �Transport Mini�Template� dialog box isdisplayed.

3. Create the mini-template ##Sales for the Business Partner applicationobject and mini-template type Shipping, Attributes.





b) Add a line with the attributes Incoterms UN (not free), ShippingCondition 02 (standard) and IDES CRM Training Company; Final customersales; �] Delivery Priority Normal.




Mini�Template Type: CRM_SHIPPING_ATTR

Mini�Template: ##Shipping

Choose ENTER.


Choose Text ().

Template Description: ##Shipping Attributes

Choose Continue.

b) Add a line with the attributes Incoterms UN (not free), ShippingCondition 02 (standard) and Delivery Priority Normal.


Incoterms (Part 1) UN (Not free)

Shipping Condition: 02 (Standard)

Delivery Priority: Normal

Choose Save.

Choose No in the "Transport Mini�Template" dialog box.


4. Create the mini-template ##Shipping for the Business Partner applicationobject and mini-template type Shipping, Sales Area Assignment.


b) Add a row with the sales organization [IDES CRM Training Company;Final customer sales; --] and assign it the mini-template ##Shipping.







Mini�Template Type: CRM_SHIPPING_SA

Mini�Template: ##Shipping

Choose ENTER.


Choose Text ().

Template Description: ##Shipping, Sales Area

Choose Continue.

b) Add a row with the sales organization [IDES CRM TrainingCompany; Final customer sales; �] and assign it the mini�template##Sales.



Use the input help to assign the sales organization IDES CRMTraining Company; Final customer sales; ��.

Choose Continue.

Mini�Template: ##Shipping.

Choose Save.


5. Create the mini-template ##Billing for the Business Partner applicationobject and mini-template type Billing, Attributes.

a) Maintain the template description ##Billing attributes.

b) Add a line with the attributes Customer Pricing Procedure 1 (Standard),Currency EUR (Euro) and Terms of Payment 0001 (Pay immediatelyw/o deduction).







Mini�Template Type: CRM_BILLING_ATTR

Mini�Template: ##Billing

Choose ENTER.

a) Maintain the template description ##Billing Attributes.

Choose Text ().

Template Description: ##Billing Attributes

Choose Continue.

b) Add a line with the attributes Customer Pricing Procedure 1(Standard), Currency EUR (Euro) and Terms of Payment 0001 (Payimmediately w/o deduction).


Customer Pricing Procedure 1 (Standard)

Currency: EUR

Terms of Payment: 0001 (Special Payment Term 0001)

Choose Save.



6. Create the mini-template ##Billing for the Business Partner applicationobject and mini-template type Billing, Sales Area Assignment.


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







Mini�Template Type: CRM_BILLING_SA

Mini�Template: ##Billing

Choose ENTER.


Choose Text ().

Template Description: ##Billing, Sales Area

Choose Continue.

b) Add a row with the sales organization [IDES CRM TrainingCompany; Final customer sales; -] and assign it the mini-template##Billing.



Use the input help to assign the sales organization IDES CRMTraining Company; Final customer sales; -.

Choose Continue.

Mini�Template: ##BILLING

Choose Save.


7. Create the template ##Template with the description ##Template for SalesArea Data. Assign the mini-templates that you have just created to thistemplate.

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ 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.

Select ( ) the new entry ##Template.Continued on next page



In the dialog structure, double�click Templates→Mini-Templates

Mini�Template Type: CRM_SALES_SA

Choose Continue ().

Confirm the next dialog box.

Choose New Entries.

Mini�Template: ##Sales, Sales Area

Choose Save.

Choose Back () twice.

Select ( ) the new entry ##Template.

In the dialog structure, double�click Templates→Mini�Templates

Mini�Template Type: CRM_SHIPPING_SA

Choose Continue ().


Choose New Entries.

Mini�Template: ##Shipping, Sales Area

Choose Save.


Select ( ) the new entry ##Template.

In the dialog structure, double�click Templates→Mini�Templates

Mini�Template Type: CRM_BILLING_SA

Choose Continue ().


Choose New Entries.

Mini�Template: ##Billing, Sales Area

Choose Save.


Choose Save.

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

In the Sales Area Data assignment block, choose




New from Template.

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

Create a new corporate account according to the previous solution.

In the Sales Area Data assignment block, choose New from Template.



Lesson Summary

You should now be able to:� Explain the data exchange for business partners


CR100 Unit Summary

Unit SummaryYou 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


Unit Summary CR100


Unit 3Organizational Management

Unit Overview


� 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 ContentsLesson: Organizational Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Exercise 6: Maintaining the Organizational Model . . . . . . . . . . . . . . . . . . . . . . 83Lesson: Determination of Organizational Data in Transactions ... . . . . . . . . 89

Exercise 7: Setting Up Organizational Data Determination.. . . . . . . . . . . 95


Unit 3: Organizational Management CR100

Lesson: Organizational Model

Lesson OverviewThis lesson introduces organizational management concept and the organizationalmodel as central to the concept.


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

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

Figure 30: What is Organizational Management?

You can use organizational management to set up the company's organizationalstructure. Using this flexible tool you can maintain the company structure,including the positions and employees in an application, and assign specificattributes to the organizational units.

Organizational management allows the automatic specification of organizationaldata using the organizational structure in a business transaction. It can also beused to determine business partners; for example, you can find the employeeresponsible for a certain business transaction (partner determination).

The Organizational Model in CRM is based on the SAP ERP basis componentOrganizational Management and has been adapted for use in CRM.

The organizational model is based on the organizational plan in the HumanResources System.


CR100 Lesson: Organizational Model

Figure 31: Aim of Organizational Management

The following application areas in CRM use organizational management:

Business transaction: Automatic determination of responsible organizationalunits based on data in the transaction document.Partner processing: Partner determination (Partner function Employeeresponsible).Payment card processing: Automatic determination of the organizationalunit responsible for clearing.Tax processing: Business place determination.

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, addressand telephone number of the prospect.

The system uses the postal code to find the sales office responsible for thiscustomer.

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



Figure 32: Organizational Model: Example

You can edit the organizational model using the CRMWebClient UI or SAP GUI.

Hint: In SAP GUI use IMG activitySAP Customizing ImplementationGuide→ Customer Relationship Management→ Master Data→Organizational Management→ Organizational Model→ ChangeOrganizational Model

The organizational structure in the CRM system can be different from the structurein the ERP system. There are no restrictions on the levels that can be used in thestructure of the CRM system.

Hint: For more details on this check the Online Help and find Differencesin 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 objectattributes, and when assigning organizational objects and object characteristics.

Organizational units can be created as business partners. The system automaticallycreates an account for an organizational unit with the role �Organizational Unit.�

You can specify validity periods when editing the organizational model.

For example, a new sales office will open on the first of January next year. Youcan define this sales office and assign it an organizational model today.



Figure 33: Organizational Objects

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

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

Organizational units form the basis of an organizational plan. Organizationalunits are functional units of a company. Depending on how a company isorganized, the organizational units may be departments, groups or project teams.

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



Figure 34: Functions and Attributes of an Organizational Unit

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

You can assign certain general attributes to organizational units when creatingyour organizational structure. General attributes are always related to a specificfunction, 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).

Figure 35: Functions for Sales



The sales organization is the leading organizational unit for sales. You mustalways define at least one organizational unit as a sales organization in order tomap standard processes for sales and service in the CRM system.

Sales offices and sales groups are used to map the internal organization.

Figure 36: Functions for Service

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

Figure 37: Function for Marketing

You can use the marketing organization characteristic as follows:



For authorization checks: You can use the marketing organization in authorizationchecks, for example, to determine whether a user is authorized to change aparticular campaign.

For automatically entering and checking marketing attributes: The system can usethe marketing organization to make standard entries for particular fields in theavailable marketing planner.

For partner determination: For example, you can use the marketing organization todetermine the suitable marketing manager for the assigned marketing organizationand then to assign this to the campaign (on the partner tab page).

Workflow routing: You can assign a marketing organization to a campaign andthen start a workflow based on the attributes of the campaign. For example, youset 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 marketingorganization with this particular product category.

Cost planning: You can use the cost planning to distribute key figures overmultiple levels. For example, you can use the marketing organization to distributethe 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.

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 thefollowing:



Distribution channel 10 (final customer sales)

Country: France

Region: 75 (Paris), 91-95

� In the service scenario, the Paris office is a service organization that isresponsible for the country France.

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

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 changeexisting organizational structures within the master data.

Use wizards to help you make the Customizing settings for automaticorganizational data determination.

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



Exercise 6: Maintaining the OrganizationalModel

Exercise ObjectivesAfter 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

Business ExampleYou are expanding your business by adding another department. You want tocheck the mapping of sales structures in your ERP system and maintain theattributes 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 andother events to tell interested parties about the computers and hardware productsthat your company sells. It will also be the organizational unit responsiblefor contacts made at trade fairs. You want to add the new department to theexisting organizational model for your business and use attributes to describe thedepartment's responsibilities.

1. Search for the organizational structure of your company IDES CRMTraining Company.

Hint: Choose Sales Operations

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

3. To which sales organization/service organization is your new organizationalunit ## Trade Fair Department assigned?

4. Can you change this assignment? Explain why.

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

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




Scenario Attribute Value Value to

Where do these attributes come from?

Now add an additional attribute Postal Code (scenario Sales) with the value750##.

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

Hint:

Save the new organizational unit.

ID of the organizational unit ___________[→data sheet]

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

1. Create the position ##Manager under ## Trade Fair Department. andenter the description Head of Trade Fair Dept. ##.

2. Assign an employee that has already been created in the CRM system tothis new position. When searching for the employee, enter the user nameCRM�##.



Solution 6: Maintaining the OrganizationalModelTask 1:You want to set up a new trade fair department, which will visit trade fairs andother events to tell interested parties about the computers and hardware productsthat your company sells. It will also be the organizational unit responsiblefor contacts made at trade fairs. You want to add the new department to theexisting organizational model for your business and use attributes to describe thedepartment's responsibilities.

1. Search for the organizational structure of your company IDES CRMTraining Company.

Hint: Choose Sales Operations

a) Choose Sales Operations.

Choose Search→ Organizational Model.

Find by: Organizational Unit

Description: IDES CRM Training Company

Valid on: <Today>

Choose Search.

When the search results are displayed, use the hyperlink to navigate tothe 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 ID and ## Trade Fair Department as thedescription. The maintenance of an address is optional in the context ofthis course.

a) Choose Organizational Unit. (Create button)

Description: ## Trade fair department

Code: ##TradeFair

3. To which sales organization/service organization is your new organizationalunit ## Trade Fair Department assigned?

a) In the Belongs To area of the Organizational Unit Details assignmentblock, you see that the Sales and Service OrganizationIDES CRMTraining Company is assigned to the new department.




4. Can you change this assignment? Explain why.

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

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

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

Scenario Attribute Value Value to

Where do these attributes come from?

Now add an additional attribute Postal Code (scenario Sales) with the value750##.

a) Choose the Attributes assignment block.

Scenario Attribute Value Value toSales Distribution

Channel10

Sales Ref. currency EURSales Country FRService Postal Code 75000 75099Service Country FR

These attributes were passed down from the root node. You can add theInherited 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, enterthe value 750## .




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

Hint:

Save the new organizational unit.

ID of the organizational unit ___________[→data sheet]

a) 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 assignan existing employee to this position.

1. Create the position ##Manager under ## Trade Fair Department. andenter the description Head of Trade Fair Dept. ##.

a) In the Organizational Unit assignment block, select the new ## TradeFair Dept. organizational unit so that the following position is createdunder this.

Choose Position. (Create button)

Description: ## Head of Trade Fair Dept.

Code: ##Manager

Head of org. unit: Set

2. Assign an employee that has already been created in the CRM system tothis new position. When searching for the employee, enter the user nameCRM�##.

a) Choose Employee. (Add button)

Search criterion: User Name CRM�##.

Select the employee within the result list.

Save your settings.



Lesson Summary

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


CR100 Lesson: Determination of Organizational Data in Transactions

Lesson: Determination of Organizational Data inTransactions

Lesson OverviewThis lesson details organizational unit determination during a business transaction.


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

Business ExampleYou set up automatic organizational determination to automate your sales andservice processes as much as possible.

Figure 40: Determining the Responsible Organizational Unit (1)

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

You can define rules in Customizing for automatic organizational datadetermination. There are two different rule types:

Responsibility determination rules



Organizational model determination rules

There are many SAP standard determination rules available. In the correspondingIMG activity use the search help in order to find appropriate determination rulesbefore starting to create new rules.

Figure 41: Determining the Responsible Organizational Unit (2)

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

In SAP CRM, there are two types of determination rule for determining theresponsible organizational units: organizational model and responsibilities.

The method used to determine the organizational data depends on the scenariobecause an organizational unit in the sales scenario has different attributes from anorganizational 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 DataDetermination→ Change Rules and Profiles



Figure 42: Determination Rule - Responsibility: Example

1. A CRM document (for example a Quotation) is created; Account Bardot isentered.

2. In the above example, the Responsibility determination rule that is assignedto the organizational data profile (which is in turn assigned to the currenttransaction type), results in responsible organizational unit Team 1. This isbecause this team is responsible for business partners with last names A to K.

3. Team 1 is transferred to the quotation as the responsible organizational unit.4. Team 1 is mapped in the organizational model with the (inherited)

characteristics Sales Organization = FR and Distribution Channel = 10. Thisinformation is also transferred to the corresponding fields of the quotation.



Figure 43: Determination Rule - Organizational Model: Example

1. A CRM document (for example a Quotation) is created; Account Bardot isentered.

2. An Organizational Model determination rule is assigned to an organizationaldata profile, which in turn is assigned to the current transaction type.This determination rule then searches the entire organizational model fororganizational units that have matching attributes.

3. Team 1 is found as the responsible organizational unit.4. Team 1 is mapped in the organizational model with the (inherited)

characteristics Sales Organization = FR and Distribution Channe = 10. Thisinformation is also transferred to the corresponding fields of the quotation.



Figure 44: Organizational Data Determination: Overview

Organizational data determination (always at header level) includes the followingsteps:

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

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

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

� Several standard determination rules are available. For example, rule10000144 (ORGMAN_14) checks for maintained sales areas of the businesspartner and finds corresponding organizational units (similar to the ERPorganizational data determination in sales transactions).

� You define your determination rules and the organizational data profiles inCustomizing. In addition, you specify the determination rules and assign theorganizational data profile to your transaction type.



Figure 45: Automatic Generation of the Organizational Model

IMG path: SAP Implementation Guide→ Customer Relationship Management→ Master Data→ Organizational Management→ Data Transfer→ Copy SAPECC Sales Structure.

The transfer of the ERP sales structure is a copying process that is started using areport. The sales structure currently valid in the ERP system is transferred.

After the organizational model is generated, the data must be processed furtherin SAP CRM. Changes in the ERP sales structure are not transferred after thereport is executed.

If you wish to use SAP HCM and you have maintained the organizational planthere, you can distribute this organizational plan to SAP CRM with ApplicationLink Enabling (ALE).



Exercise 7: Setting Up OrganizationalData Determination

Exercise ObjectivesAfter 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

Business ExampleYou would like to set up and understand organizational data determination inCRM business transactions. Since you have already set up a new department inthe organizational model with dedicated responsibilities, you want this departmentdetermined when creating a CRM document like Quotation.

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

1. You want to create an organizational model determination rule that usesthe organizational attributes Postal Code and Country. Use the IMGdocumentation forMaintain Determination Rules to check whether thereis a suitable determination rule that you can use.

Hint: Determination Rule 10000164

Copy the appropriate determination rule and maintain the following:

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

2. Delete the Region attribute from the container and save the determinationrule.

___________[Data sheet]

3. Simulate organizational data determination for postal code 750## andcountry FR (France). Which organizational units does the system find asresponsible organizational units?

Task 2:Organizational data profile maintenance

1. Create the new organizational data profile ZORGPROF##




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.

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

The organizational data profile created by you will not be requireduntil the exercises in the Transaction Processing unit. You thenwill assign it to an individual transaction type (which you createyourself).

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



Solution 7: Setting Up Organizational DataDeterminationTask 1:Define a new determination rule in system Customizing. This is required later onto determine a suitable responsible organizational unit in business transactions.

1. You want to create an organizational model determination rule that usesthe organizational attributes Postal Code and Country. Use the IMGdocumentation forMaintain Determination Rules to check whether thereis a suitable determination rule that you can use.

Hint: Determination Rule 10000164

Copy the appropriate determination rule and maintain the following:




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



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

Choose IMG activity documentation.

The determination rule 10000164 (ORGMAN_7) corresponds roughlyto 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 newdetermination 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 maintainedsales areas of a business partner. This kind of determination isused in SAP ERP Sales Order maintenance!

2. Delete the Region attribute from the container and save the determinationrule.

___________[Data sheet]

a) Open the new determination rule in change mode. Select the entryRegion on the Container tab page, right�click and choose Deleteto delete the entry. Confirm the dialog box, save the modifieddetermination rule and write down the number.




3. Simulate organizational data determination for postal code 750## andcountry FR (France). Which organizational units does the system find asresponsible organizational units?

a) Choose Simulate rule resolution and enter the attributes Postal Code750## and Country FR. The organizational unit## Trade FairDepartment should be displayed.

Hint: If your organizational unit is not determined, check if theAllow Org. Unit to be Determined indicator is set properlyfor your organizational unit.

If more than one organizational unit is found, someone mighthave 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 RelationshipManagement→ Master Data→ Organizational Management→Organizational Data Determination→ Change Rules and Profiles→Maintain Organizational Data Profile

Choose New Entries and enter the data.

2. Choose the Sales scenario.

a) Choose Sales from the list of scenarios.

3. Add the determination rule you created earlier.

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




4. Set the Sales Organization and Distribution Channel indicators.

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

The organizational data profile created by you will not be requireduntil the exercises in the Transaction Processing unit. You thenwill assign it to an individual transaction type (which you createyourself).

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

a) Select Sales Organization and Distribution Channel.

Save the organizational data profile.



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


Unit Summary CR100

Unit SummaryYou 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


Unit 4Product Master

Unit Overview


� 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 ContentsLesson: Basic Features of the Product Master . .. . . . . . . . . . . . . . . . . . . . . . . . . . .104Lesson: Set Types, Attributes, Categories, and Hierarchies .. . . . . . . . . . . . .110

Exercise 8: Product Maintenance and Enhancement � Sales ... . . . .117Exercise 9: Product Maintenance and Enhancement � Service(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131


Unit 4: Product Master CR100

Lesson: Basic Features of the Product Master

Lesson OverviewThis lesson explains the basic features and concept of the CRM product master.


� Explain the concept of the CRM product master

Business ExampleYour company wants to open new distribution channels and to conduct the saleof its products with the CRM system. You want to create product master dataaccording to the CRM product master concept.

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 PCmaintenance.

The product master provides you with all information on the products that yourcompany purchases and sells. It is the central source from which product-specificdata can be retrieved. Product information is used in marketing, sales, and serviceprocesses.


CR100 Lesson: Basic Features of the Product Master

The product master functionality is integrated into various business roles andtherefore provides all functionality you require for working with products withinthe relevant business context.

The CRM system recognizes up to six different product types. The product typesIP, Financing andFinancing are industry specific.

Product types are predefined in the system.

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

ERP material master data can be transferred to the CRM system.

An ERP material master comprises various data and views, some of which cannotbe processed in the CRM system (for example, accounting data). It is usuallyonly general/basic data and sales-specific data that can be transferred to the CRMsystem.

Figure 47: Examples of Products

The figure shows some of the products that might exist in standard CRM IDESsystems 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 canbe used in service orders, for example.

Service SER_022: This is a service that was created in the CRM system. Itcontains information that is relevant for service contract processing.



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

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 theCRM 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 toProduct Data

Figure 49: Relationships



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

Selection of other relationship types:

� 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 objectCUST_MAT_INFO) is used to download the ERP customer material numberto SAP CRM.

� In order to maintain relationships in the product master, explicit assignmentsmust have been made for them in category processing.

� A separate assignment block is displayed for each relationship in the CRMWebClient UI.

� Customer-specific relationship types can be defined with the EasyEnhancement Workbench. Some extra steps then make these visible in theCRM WebClient UI. See SAP Note 1139562 for more information.

Figure 50: Competitor Products

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



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

Figure 51: Download of Material Master Data

Material master data is replicated from the ERP system to the CRM system by theCRM Middleware. The adapter object in question is calledMATERIAL.

An initial download must be made first to download the required materials andto 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 deltadownload.

If you set up new systems with product master data, or if you want to create orchange the connection between existing systems, you must read SAP Note 418886(and related notes). These notes contain important information about how to avoiddatabase inconsistencies.

You can allow or disallow uploads of each product in Customizing: SAPImplementation 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 becarried out manually and individually for each product.



Lesson Summary

You should now be able to:� Explain the concept of the CRM product master



Lesson: Set Types, Attributes, Categories, andHierarchies

Lesson OverviewThis lesson explains how the product master can be enhanced using set types andattributes to better describe products.


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

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

Figure 52: Structure of the CRM Product Master

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

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


CR100 Lesson: Set Types, Attributes, Categories, and Hierarchies

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

Figure 53: Base Hierarchies

The main base hierarchy generally replicated from SAP EERP is the basehierarchy for Material/Service R3PRODSTYP. This hierarchy is assigned to theapplication Product.

Base hierarchies for the product types Intellectual Property,Warranty orService are created in SAP CRM.

If you are creating service products in SAP CRM and not replicating them fromSAP ERP, do not use the hierarchy R3PRODSTYP as the base hierarchy forservices, but create a new hierarchy in SAP CRM.

The report CRM_PR_FIN_CREATE_HIERARCHY is used to create a basehierarchy for the product type Financing

The adapter object for transferring the base hierarchies is DNL_CUST_PROD1.

R3PRODSTYP is the default base hierarchy. Products that are loaded to theCRM 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 stepsare necessary before product master data can be created in the CRM system.These preparatory steps are documented in Customizing: SAP ImplementationGuide→ Customer Relationship Management→ Master Data→ Products→CRM Standalone



Figure 54: Setting Up Product Master Maintenance

To create the products of a particular product type, product categories and set typeassignments that correspond to each product type must have been made.

See the IMG documentation for information about using service products: SAPImplementation 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: SAPImplementation Guide→ Customer Relationship Management→ Master Data→Products→ Special Settings for Service Warranties→ Define Warranties.

Figure 55: Set Types and Attributes



An attribute is defined by its attribute type (for example, integer, character stringor date), its attribute length and (optionally) its value range (for example, singlevalues or intervals), or by a value table.

Attributes help to describe products or individual objects. They are grouped intoset types and saved there. A set is a specific instance of a set type. Set types arestored in the system as database tables. Set types enable you to perform detailedmodeling of products and objects in the system.

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 ofyour own and assign attributes to them. The attributes can be those predefinedin the standard system and also attributes (including value ranges) that you havedefined yourself.

If a set type is already assigned to a product category, it is only possible to changethe set type description and, if necessary, add other attributes.

Only those set types that are not (or no longer) assigned to a category can bedeleted.

The integration of customer-specific set types into the CRMWebClient applicationis possible via a so-called enhancement.

You can use the template framework to maintain mini-templates, which can bereused 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 productcategories.

Mini-templates can be inherited from higher-level categories within a hierarchy.

During product maintenance, the categories for the product in question are read atruntime. If a mini-template is found, its data is read to the corresponding attributesof the product if this product does not already have its own data.



Figure 56:

The categories that are assigned to a product determine which product data isvisible and can be maintained. Categories can also serve as groupings.

Product categories are used to group products together according to variouscriteria.

Categories inherit the product category and the set types of all higher-levelcategories. For example, the base hierarchy R3PRODSTYP contains the categoryMAT_. This contains various set types, such as basic product data and conversionof units of measure. The sub-category MAT_HAWA inherits the set types fromMAT_ and has additional set types, for example, sales set types.

The assignment of a product can be changed or deleted. The RecategorizeProducts function is only available in the SAP GUI.

Example: In the above case, the general set type Set 1 (for example, administrativeinformation relevant for each product) was assigned to the higher-level categoryHigh Tech. These attributes/fields are inherited by all subordinate categories,which in turn may be described by separate set types. For example, Set 2 couldcontain information about the type of hard disk and motherboard. Once a producthas been assigned to a product category, the attributes and contents that are storedin the relevant set types are displayed.

You can maintain conditions at category level, for example, by definingcross-product surcharges or discounts.



Figure 57: Enhancing the Product Master: Overview

The figure above explain the various elements necessary to enhance the productmaster:

� Hierarchies� Categories� Set types� Attributes

� Creation of attributes results in the creation of data elements and domainson the database.

� Creation of set types results in the creation of database tables and other ABAPDictionary objects, as well as function groups, function modules and screens.

� To display the new set type in the CRM WebClient UI, the following stepsmust be performed.

SAP Menu→ Master Data→ Products→ Assign Set Types to Overview Pages

SAP Menu→ Master Data→ Products→ Create UI Configuration for Set Type

Set types can be assigned to categories. You can assign templates when assigningset types. Therefore, products that are categorized later are assigned predefinedcharacteristics automatically.



Exercise 8: Product Maintenance andEnhancement � Sales

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

Business ExampleAt the forthcoming trade fair, you want to present new products and convertpotential customers into purchasers. You therefore familiarize yourself with theproduct 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 amaterial/material number. This is done by internal numberassignment.)

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

Choose ENTER.

View: Basic Data 1:

Material Short Text: ##Monitor

Base Unit of Measure: PC (Pieces)

Material Group: 00207 (monitors)

Note: Note that the field GenItemCatGroup has been prefilledwith the value NORM.

This field is explained in the transaction processing unit.

Under Additional Data, enter a description for the language FR then goback to the Main Data.

Note: If you leave material master maintenance without creating theviews you selected earlier, proceed as follows:

Create a new material master, but enter the material number thathas 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 createtransaction, NOT the change transaction.

Press ENTER twice.

View: Sales: Sales Org. 1

Tax Classification: 1 (for all countries)

Choose the button Conditions.




Scale quantity: 1 (PC)

Amount: 99 (EUR)

Choose Back (F3).

Choose ENTER.


Note: Note that the Item category group field has been prefilledwith 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.

Material Number: ___________________ [data sheet]

2. Display the material master in the SAP CRM system and familiarize yourselfwith 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 createdwithout any errors?How many product categories is your product assignedto? Where can you find the sales price of EUR 99.00? Where can you findthe sales text that you maintained?

Create a product master relationship. Assign material R-1120 as anaccessory. When might this accessory function be used?




Task 2:Add new fields to your product master in the CRM system. This involves someadministrative 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).

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

2. In the SAP GUI, create the set type ZMONITOR## (Monitorcharacteristics ##) forMaterials and assign to it the attributes you createdin the previous exercise.

3. In the CRMWebClient UI, create the product hierarchy ##HIER (Hierarchygroup ##) and two categories.

The first category ROOT (Dummy entry##) should not be assigned to aproduct type and it should not be possible to assign products or objects tothis category.

Note: We recommend that you first define a root node so that lateryou can assign several categories at the same level.

The second category ##MONITORS (monitors of group ##), should beassigned to the product typeMaterial. It should also be possible to assignproducts and objects to this category.

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 (transactionCOMMPR01) and change your product by making another categoryassignment.

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 CRMWebClient UI, it isnecessary to configure the UI. This configuration is not performed inthis exercise.




Task 3:Templates in the product master. (Optional)

1. Display the set type ZTMONITOR in the SAP GUI. Apart from theassigned attributes, what is different about this set type from the one youcreated in the previous exercise?

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.

You should see two attributes containing default values (Speaker-out andMaximum Contrast).

3. Display the category 00010 of the product hierarchy PCSHOP_01 in theCRM WebClient UI. Apart from the assigned set types, what else can yousee?



What do you notice?



Solution 8: Product Maintenance andEnhancement � SalesTask 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 amaterial/material number. This is done by internal numberassignment.)


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


Choose ENTER.

View: Basic Data 1:




Material Short Text: ##Monitor

Base Unit of Measure: PC (Pieces)

Material Group: 00207 (monitors)

Note: Note that the field GenItemCatGroup has been prefilledwith the value NORM.

This field is explained in the transaction processing unit.

Under Additional Data, enter a description for the language FR then goback to the Main Data.

Note: If you leave material master maintenance without creating theviews you selected earlier, proceed as follows:

Create a new material master, but enter the material number thathas 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 createtransaction, NOT the change transaction.

Press ENTER twice.


Tax Classification: 1 (for all countries)

Choose the button Conditions.

Scale quantity: 1 (PC)

Amount: 99 (EUR)

Choose Back (F3).

Choose ENTER.


Note: Note that the Item category group field has been prefilledwith 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.

Material Number: ___________________ [data sheet]

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

b) Enter the data specified in the exercise.

2. Display the material master in the SAP CRM system and familiarize yourselfwith product maintenance.


Search for your product and save your search as PR_##Mon.

Take a closer look at your product. Has your product master been createdwithout any errors?How many product categories is your product assignedto? Where can you find the sales price of EUR 99.00? Where can you findthe sales text that you maintained?

Create a product master relationship. Assign material R-1120 as anaccessory. 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


If your search is successful:

Save the search as: PR_##Mon.Continued on next page



Choose Save.

b) Take a closer look at your product. Has your product master beencreated without any errors?

Choose the hyperlink (Product ID) to display the details of theproduct master.

How many product categories is your product assigned to? Theproduct is assigned to both categoriesMAT_HAWA (R3PRODSTYP)and 00207 (R3MATCLASS). All the information (material type andmaterial group) was derived from the material master of the ERPsystem.

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 anaccessory.

Open the Accessories assignment block.

Choose Edit List.

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 iscreated in a Web shop or interaction center, for example.



The first attribute ZDIAGONAL## (Description: size of the monitor ##)is of the type Integer (2 digits) with the value range 19 and 21 (inches).




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 Typesand Attributes

Attribute: ZDIAGONAL##

Choose Create.

Short text: Size of monitor ##Attribute Type: IntegerAttribute Length: 2

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 stringAttribute Length: 5

Choose the Value Range tab.

Single Value or Lower Limit: TFT and CRT (one row each)Fixed Value Description: Flat and Normal





2. In the SAP GUI, create the set type ZMONITOR## (Monitorcharacteristics ##) forMaterials and assign to it the attributes you createdin the previous exercise.

a) CRM SAP Menu: Master Data→ Products→ Maintain Set Typesand Attributes

Set Type: ZMONITOR##

Choose Create.

Short text: Monitor characteristics ##Product Type: Material (set the indicator)

Choose the Assigned Attributes tab page.

Attribute: ZDIAGONAL##Attribute: ZMONITORTYPE##

Save the set type.




The second category ##MONITORS (monitors of group ##), should beassigned to the product typeMaterial. It should also be possible to assignproducts and objects to this category.

Assign the set type created by you (ZMONITOR##) to this category.




Save your entries.

a) Create a product hierarchy and two categories in the CRM WebClientUI.


Choose Search→ Product Hierarchies.

Choose New in the result list.

Hierarchy Structure: ##HIERDescription: Hierarchy Group ##

Choose ENTER.

Choose New in the Categories assignment block.

Hierarchy ID: RootDescription: Dummy entry##

Choose ENTER.

Choose New.

Hierarchy Structure: ##MONITORSCategory: Monitors of Group ##Product Type: Material

Enter the set type ID ZMONITOR## in the Assigned Set Typesassignment block.

Save your data.







a) Call transaction COMMPR01.

Choose Open product ( ).

Product ID: your product number

Go into Change mode.

In the Product Categories area, enter the hierarchy ID ##HIER andthen select the category ##MONITORS 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 WebClientUI, it is necessary to configure the UI. This configuration is notperformed in this exercise.


1. Display the set type ZTMONITOR in the SAP GUI. Apart from theassigned attributes, what is different about this set type from the one youcreated in the previous exercise?

a) SAP Menu: Master Data→ Products→ Maintain Set Types andAttributes

Set Type: ZTMONITOR

Choose Display.

The Template Enabled indicator is set in the characteristics.



Display the product mini template with the ID/description ZTMONITOR.




You should see two attributes containing default values (Speaker-out andMaximum Contrast).

a) SAP Customizing Implementation Guide→ Cross-ApplicationComponents → SAP Product → Templates → MaintainMini-Templates

Display the mini-template CR100 (monitor characteristics).

ID/Description: ZTMONITOR

Choose Start.

Expand the entry and double-click the template below.

You should see two attributes with prefilled values (Speaker-out andMaximum contrast).

3. Display the category 00010 of the product hierarchy PCSHOP_01 in theCRM WebClient UI. Apart from the assigned set types, what else can yousee?

a) Choose Sales Operations.


Hierarchy ID: PCSHOP_01

Choose Search.

Use the hyperlink to display the hierarchy�s details.

Select the line with category 00010 (Extras).

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



What do you notice?

a) Choose the SAP Basic Data view.

In the product category area, enter the hierarchy ID PCSHOP_01 andthen select the category 00010 in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master, thistime containing the default values from the template.



Exercise 9: Product Maintenance andEnhancement � Service (Optional)

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

Business ExampleAt the forthcoming trade fair, your want to present new products and convertpotential customers into purchasers. You therefore familiarize yourself with theproduct maintenance functions in CRM.

Some of these products already exist as material master data in the ERP system.

Task 1:Create a Service in the CRM system.

1. Log on to the SAP CRM system, go to product maintenance and create theservice ##Repair (Repair Group ##) with the category Service Productwith Resources.

Hint: Use Business Role Service Professional

Maintain the following data:

Item Category Group: SRVO (service item)Work Duration: 60 minutesTax Classification: FR -MWST -FULLDistribution Chain: IDES TR / 10Base Unit of Measure: AU

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

Save the product data.

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






The first attribute ZTOOL## (Description: Tool required ##) is of the typecheckbox with the value range Yes and No.

The second attribute ZTOOL1## (Description: Tool ##) is of the typecharacter string (10 characters), has multiple values and has the valuerangeMULTIMETER (multimeter) and PLIERS (pliers).

2. In the SAP GUI, create the set type ZREPAIR## (Repair characteristics##) for Services and assign it the attributes you created in the previousexercise.

Make sure you set theMultiple Values indicator for the attribute ZTOOL1.




The second category, ##REPAIR (Repair of group ##), should be assignedto the product type Service. It should also be possible to assign productsand objects to this category.

Assign the set type created by you (ZREPAIR##) to this category.

Save your entries.








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



Display the product mini template with the ID/description ZTREPAIR.

You should see two attributes containing default values (Qualified Workerand Drivers Licence).

3. In the CRM WebClient UI, display the category ZTSERVICE_01 of theproduct hierarchy ZT_HIER. Apart from the assigned set types, what elsecan you see?



What do you notice?



Solution 9: Product Maintenance andEnhancement � Service (Optional)Task 1:Create a Service in the CRM system.

1. Log on to the SAP CRM system, go to product maintenance and create theservice ##Repair (Repair Group ##) with the category Service Productwith Resources.


Maintain the following data:

Item Category Group: SRVO (service item)Work Duration: 60 minutesTax Classification: FR -MWST -FULLDistribution Chain: IDES TR / 10Base Unit of Measure: AU

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

Save the product data.

a) Choose Accounts & Products.

Choose Create→ Service.

Service ID: ##RepairService: Repair group ##Base Category (SER_0001): Service Product with Resources

Choose ENTER.

Base Unit: AUItem Cat. Group: SRVODuration of Work: 60 minutes

Open the Taxes assignment block.Continued on next page



Country: FRTax Type ID: MWSTTax Group ID: FULL

Open the Distribution Chains assignment block.

Choose New.

Sales Organization: O 50005807 (Use the inputhelp)


Choose Back.

Open the Prices assignment block.

Choose New.

Price Type: Product Price

Choose OK


Sales Organization: IDES TR (Use the input help)Distribution Channel: 10Amount: 50Currency: EUR

Choose Back.

Choose Save.

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


Choose Search→ Services.

Service ID: ##Repair


Save the search as: PR_##Rep.

Choose Save.






The first attribute ZTOOL## (Description: Tool required ##) is of the typecheckbox with the value range Yes and No.

The second attribute ZTOOL1## (Description: Tool ##) is of the typecharacter string (10 characters), has multiple values and has the valuerangeMULTIMETER (multimeter) and PLIERS (pliers).

a) SAP Menu→ Master Data→ Products→ Maintain Set Types andAttributes

Attribute: ZTOOL##

Choose Create.

Short text: Tool required ##Attribute Type: Checkbox

Choose the Value Range tab page.

Fixed Value Description: No, Yes.


Attribute: ZTOOL1##

Short text: Tool ##Attribute Type: Character stringAttribute Length: 10Multiple values possible: Set the indicator

Choose the Value Range tab page.

Single Value or Lower Limit: Multimeter and PliersFixed Value Description: Multimeter and Pliers


2. In the SAP GUI, create the set type ZREPAIR## (Repair characteristics##) for Services and assign it the attributes you created in the previousexercise.




Make sure you set theMultiple Values indicator for the attribute ZTOOL1.

a) SAP Menu→ Master Data→ Products→ Maintain Set Types andAttributes

Set Type: ZREPAIR##

Choose Create.

Short text: Repair characteristics ##Product Type: Service (set the indicator)

Choose the Assigned Attributes tab page.

Attribute: ZTOOL##

Attribute: ZTOOL1 ## and set theMultiple Values indicator.

Save the set type.




The second category, ##REPAIR (Repair of group ##), should be assignedto the product type Service. It should also be possible to assign productsand objects to this category.

Assign the set type created by you (ZREPAIR##) to this category.




Save your entries.


Choose Create→ Product Hierarchy.

Hierarchy ID: ##HIERDescription: Hierarchy Group ##

Choose ENTER.

Choose New in the Categories assignment block.

Hierarchy Structure: RootCategory: Dummy entry ##

Choose ENTER.

Choose New.

Hierarchy Structure: ##RepairCategory: Repair of Group ##Product Type: Service

Enter the set type ID ZREPAIR## in the Assigned Set Typesassignment block.

Choose Edit List.

Set Type ID: ZREPAIR##

Save your data.







a) Call transaction COMMPR01.

Choose Open product ( ).

Product ID: your product number

Go into change mode.

In the Product Categories area, enter the hierarchy ID ##HIER andthen 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 WebClientUI, it is necessary to configure the UI. This configuration is notperformed in this exercise.


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

a) SAP Menu→Master Data→ Products→ Maintain Set Types andAttributes

Set Type: ZTREPAIR

Choose Display.

The Template Enabled indicator is set in the characteristics.



Display the product mini template with the ID/description ZTREPAIR.




You should see two attributes containing default values (Qualified Workerand Drivers Licence).

a) SAP Customizing Implementation Guide→ Cross-ApplicationComponents → SAP Product → Templates → MaintainMini-Templates

ID/Description: ZTREPAIR

Choose Start.

Expand the entry and double-click the template below.

You should see two attributes containing default values (Qualifiedworker and Drivers License).

3. In the CRM WebClient UI, display the category ZTSERVICE_01 of theproduct hierarchy ZT_HIER. Apart from the assigned set types, what elsecan you see?



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.



What do you notice?

a) Select the SAP Basic Data view.

In the product category area, enter the hierarchy ID ZT_HIER and thenselect the category ZTSERVICE_01 in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master, thistime containing the default values from the template.



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


Unit Summary CR100

Unit SummaryYou 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


Unit 5Transaction Processing

Unit Overview


� Give examples of the different CRM business transactions� Describe the structure of business transactions� Explain and create transaction types and related customizing settings� Configure the basic functions of business transactions

Unit ContentsLesson: Structure of Transactions .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144

Exercise 10: Business Transactions ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147Lesson: Transaction Types Item Categories and Item CategoryDetermination.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .150

Exercise 11: Transactions and Related Customizing � Sales .. . . . . . .155Exercise 12: Transactions and Related Customizing � Service(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167Exercise 13: Implementing and Testing Copying Control � Sales .. .177Exercise 14: Implementing and Testing Copying Control � Service(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183

Lesson: Basic Functions in Business Transactions .. . . . . . . . . . . . . . . . . . . . . . .189Exercise 15: Text Determination � Sales... . . . . . . . . . . . . . . . . . . . . . . . . . . . . .201Exercise 16: Text Determination � Service (Optional) .. . . . . . . . . . . . . . . .205Exercise 17: Incompleteness - Sales .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .209Exercise 18: Incompleteness � Service (Optional) .. . . . . . . . . . . . . . . . . . .213


Unit 5: Transaction Processing CR100

Lesson: Structure of Transactions

Lesson OverviewThis lesson introduces the concept of a business transaction and explains itsstructure.


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

Business ExampleTransactions are a flexible means to control and manage processes accordingto your company's requirements. You need to be familiar with the structure oftransactions.

Figure 58: Business Processes in SAP CRM

A business transaction provides business structures and functions that can be usedin 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. Forexample, you can enter a service, a service part and sales item in a service order.


CR100 Lesson: Structure of Transactions

CRM offers many different types of business transactions. Usually a business userwill only be able to work with a limited number of types 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 severaldifferent business transactions available with SAP CRM. Independent of the typeof 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

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



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 transactioncategory (for example, contact, opportunity, sales, service).

Tasks usually only have a header level.

Leads, Opportunities, Sales and service transactions usually have a header anditem level.

Depending on the business context, it is mandatory to include at least one productinto the transaction. For example, a sales order or a service contract usuallycontain at least one line item (product).

Sales transactions have an additional schedule line level (delivery quantities anddelivery dates, possibly after an ATP check).



Exercise 10: Business Transactions

Exercise ObjectivesAfter completing this exercise, you will be able to:� understand the basic principle of CRM business transactions

Business ExampleYou 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.□ True□ False

2. Which of the following business transactions can be created within SAPCRM?Choose the correct answer(s).□ A Sales Order□ B Purchase Order□ C Service Request□ D Delivery□ E Problem



Solution 10: Business TransactionsTask:Please answer the following questions.

1. CRM business transactions always contain at least one product.

Answer: False

There are a number of business transactions that do not need productinformation. Tasks, E-Mail activities, Leads or Opportunities can be usedwithout entering products.

2. Which of the following business transactions can be created within SAPCRM?

Answer: A, C, E

Purchase Order and Delivery documents can be created in SAP ERP. ServiceRequest and Problem are business transaction that have been introduced withSAP CRM 7.0 (IT Service Desk scenario).



Lesson Summary

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



Lesson: Transaction Types Item Categories and ItemCategory Determination

Lesson OverviewThis lesson introduces the basic customizing of transaction types.


� Explain and create transaction types and related customizing settings

Business ExampleTransactions are a flexible means to control and manage processes according toyour company's requirements. You need to be familiar with the various types oftransactions.

Figure 61: Business Transaction Customizing: Header

A transaction type defines the attributes and characteristics of a businesstransaction (for example, sales order, service request, visit) and the controllingattributes (for example, text determination procedure, partner determinationprocedure, status profile, organizational data profile). A transaction type controlshow a specific business transaction is processed.


CR100 Lesson: Transaction Types Item Categories and Item Category Determination

A business transaction can be assigned to one or more business transactioncategories, 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 leadingbusiness transaction category Service Process and the three assigned businesstransaction categories Business Activity, Sales and Service ProcessThe transaction category LEAD (Lead) has the leading business transactioncategory Lead and one assigned business transaction category Lead.The transaction category TA (Standard Order) has the leading businesstransaction category Sales and two assigned business transaction categoriesBusiness Activity and Sales.

Assign blocking reasons: You can use blocking reasons to block a businesspartner against the entry of certain business transactions. When the block appliesto the transaction category, you cannot enter any business transactions for theblocked business partner.

Permitted Channels for transaction types: Once you have assigned transactiontypes to particular channels, only these transaction types are available for selectionin the input help of each corresponding channel.

Figure 62: Business Transaction Customizing: Item



An item category specifies the properties and attributes of a business transactionitem, and therefore controls how the item is processed. First, you assign the itemcategory to an item object type. The item object type defines the business contextin which an item category is used. Like transaction types, an item category isassigned to one or more business transaction categories.

First you define the general settings (the attributes that are the same for everytype of item category).

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. Settingsdiffer depending on the assigned business transaction category. For example,billing reference is defined under Sales and confirmation relevance under ServiceProcess.

The item category SRVP (service product item) is assigned the two businesstransaction categories Sales and Service Process.

The item category OPPT (opportunity item) is assigned the business transactioncategory Opportunity.

Activities do not usually have items. Customizing of item categories anditem category determination is not necessary in this case. Exception: Contactreports/activity reports.

Figure 63: Customizing: Item Category Determination

You can define per business transaction category and item category group, whichitem categories the system defaults for processing business transactions. At thesame time, you can define which item categories can alternatively be enteredmanually for system default.



The Item Category Group field of the product master is dependent and independentof the organizational data (the Distribution Chain is dependent and the Detailsare independent).

The procedure for item category determination should be set up in the same wayas in the SAP ERP system, especially when there are transactions that will bereplicated. Otherwise, problems may occur during the upload to the ERP system.

Other user-defined item categories and their corresponding determinationprocedures must be set up manually. It is not possible to download Customizingfrom ERP.

In some situations (�complaints�), the item category determination is derived fromthe action definitions.

Examples for item category determination:

� A sales item (NORM) in a standard sales order (TA) results in item categoryTAN.

� A sales item (NORM) in a standard sales order (TA) that belongs to ahigher-level item of item category TAN results in item category TANN oncefree goods determination takes place (item category usage is FREE).

� A service product item (SRVP) in a standard service order (SRVO) results initem category SRVP.

Figure 64: 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 (itemcategory 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 determinesitem categories SRVP and SRVS.

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

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



Exercise 11: Transactions and RelatedCustomizing � Sales

Exercise ObjectivesAfter 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

Business ExampleYou want to use a new transaction type for your trade fair business in theSales area. You therefore copy and adjust an existing transaction type in theImplementation Guide (IMG). Before you create a transaction type, you want tounderstand the application and where to find the data.

Optional Exercises (Service): You want to set up a new transaction type forservice transactions in the Service area.

Task 1:To familiarize yourself with some of the basic mechanisms in transactionprocessing, you create a transaction in the CRM system.

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 thetransaction type), personalize the technical transaction type in theselection dialog for transaction types.




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 number HT-1010 and a quantity of 10 PC inthe item list.

Which item category is determined by the system?

5. Save the transaction and note the number.

___________________ [Data sheet]

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

1. Where in Customizing are the detailed settings for the transaction type thatis used?

2. Where in Customizing are the detailed settings for the item category thatwas 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 werethe influencing factors or associated values found for the item categorydetermined in the previous step? Write down both the influencing factorsand associated values.

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

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

Task 3:You want to create the new sales transaction type ZA## (##Quotation) inCustomizing. Create it as a copy of existing transaction type AG and make someminor changes.

SAP Menu→ Architecture and Technology→ Configuration→ Customizing


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 and choose Copy as�.

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

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

5. Assign the organizational data profile ZORGPROF## to this transactiontype.

6. Choose Save.




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

1. Set up item category determination in Customizing.

SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define Item CategoryDetermination

2. Search (using Position) for transaction type AG and item category groupNORM (Standard Item). Select the line and choose Copy as�.

3. Replace transaction type AG with the new transaction type ZA##.

4. Save your entries.

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 onagain to test your new transaction.

1. Enter sold-to party ##Stockmann and the number of your previously createdproduct with quantity 1.

You can also search using the input help (description = ##Monitor).

Save the transaction and note the number.

___________________ [Data sheet]



Solution 11: Transactions and RelatedCustomizing � SalesTask 1:To familiarize yourself with some of the basic mechanisms in transactionprocessing, you create a transaction in the CRM system.

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 thetransaction type), personalize the technical transaction type in theselection 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 ( ) the field to the displayed columns.

Choose Save.

Choose Quotation ERP.

Sold-To Party: ##Megastore.

External Reference: First quotation ##.


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 number HT-1010 and a quantity of 10 PC inthe item list.




Which item category is determined by the system?

a) Product ID: HT-1010

Quantity: 10

You can display the item category in the Items assignment block byusing the Personalization function.

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


___________________ [Data sheet]

a) Choose Save.

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


Answer: SAP Menu→ Architecture and Technology→ Configuration→ CustomizingChoose SAP Reference IMG.SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define TransactionTypes


Answer: SAP Customizing Implementation Guide → CustomerRelationship Management→ Transactions→ Basic Settings→ DefineItem Categories

3. Check whether this item category contains a date profile.





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?

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

Select the Sales transaction category and double-click CustomizingItem in the dialog structure.

The item category is not relevant for billing.


____________________________________________________

____________________________________________________

____________________________________________________




____________________________________________________

a)

Note:

� In the CRMWeb UI go to the product master to determinethe relevant item category group.

� 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 influencingfactors Transaction Type (AG) and Item Category Group (StandardItem = NORM).

SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define ItemCategory Determination

Choose Position..., enter the above data in the dialog box, and confirmwith 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 youcannot use an alternative item category.

5. 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, theusage and a higher-level item category can be used to influence the itemcategory determination.For example, in standard sales orders (TA), the automatic free goods discountdetermination uses the usage FREE (free goods discount). In addition, thefree 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 goodsdiscount is found, the standard system determines a (main) item with itemcategory TAN and a free goods discount item with the item category TANN.Other examples included structured products and complaint transactions.




Task 3:You want to create the new sales transaction type ZA## (##Quotation) inCustomizing. Create it as a copy of existing transaction type AG and make someminor changes.




1. Search for the existing transaction type AG.



SAP Customizing Implementation Guide→ Customer RelationshipManagement → Transactions → Basic Settings → DefineTransaction Types


a) Select the button before the line and then the icon.

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

a)

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


a) Choose Continue.

Note:

� If you are logged on in a language other than the courselanguage, you should translate the entry you just createdinto the course language.

� Select Goto→ Translation and then the course language.Enter a text that contains your group number.




5. Assign the organizational data profile ZORGPROF## to this transactiontype.

a) If you are no longer in the detailed view of the transaction type, selecttransaction type ZA## and choose Details ( ).

In the Org. Data Prof. field, enter the value ZORGPROF_##.

6. Choose Save.

a) Choose Save.

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



a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define ItemCategory Determination

2. Search (using Position) for transaction type AG and item category groupNORM (Standard Item). Select the line and choose Copy as�.

a) Choose Position...

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.


a) Choose Save.




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 onagain to test your new transaction.

1. Enter sold-to party ##Stockmann and the number of your previously createdproduct with quantity 1.

You can also search using the input help (description = ##Monitor).


___________________ [Data sheet]



Choose ##Quotation.

Enter the data above.



Exercise 12: Transactions and RelatedCustomizing � Service (Optional)

Exercise ObjectivesAfter 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

Business ExampleYou want to set up a new transaction type for service transactions in the Servicearea.

Task 1:To familiarize yourself with some of the basic mechanisms in transactionprocessing, you create a transaction in the CRM system.


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 thetransaction type), personalize the technical transaction type in theselection dialog for transaction types.





3. In the item details (assignment block Items), enter product number SRV1_4in the Product ID field with a quantity of 2. Which item category isdetermined by the system?


___________________ [Data sheet]

Task 2:If applicable, call the last service transaction you saved and analyze the itemcategory that was determined and also how it 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?






___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

Note: To determine the relevant item category group, call theproduct master again and look at the data sheet.

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

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 andmake some minor changes.




1. Search for the existing transaction type ZSE1.


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





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

6. Choose Save.

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



2. Using Position, search for transaction type ZSE1 and item category groupSRVO (service item). Select the line and choose Copy as�.

3. Replace transaction type ZSE1 with your new transaction type ZS##.Choose Enter.


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 ##Repairand the quantity 1.

Set the distribution lock status for this transaction.

Change the status to Released.


___________________ [Data sheet]



Solution 12: Transactions and RelatedCustomizing � Service (Optional)Task 1:To familiarize yourself with some of the basic mechanisms in transactionprocessing, you create a transaction in the CRM system.


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 thetransaction type), personalize the technical transaction type in theselection 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 ##.

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


Answer: ZSE1.

3. In the item details (assignment block Items), enter product number SRV1_4in the Product ID field with a quantity of 2. Which item category isdetermined by the system?

Answer: The system determines the item category Service w. res. plan(ZSRP).


___________________ [Data sheet]




Task 2:If applicable, call the last service transaction you saved and analyze the itemcategory that was determined and also how it was determined.


Answer: SAP Menu→ Architecture and Technology→ Configuration→ CustomizingChoose SAP Reference IMG.SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define TransactionTypes


Answer: Choose SAP Reference IMG.SAP Customizing Implementation Guide→ Customer RelationshipManagement→ 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?


a) Is the Confirmation Relev. indicator set for the item category?

Select entry ZSRP and click on the Details icon.

The item category contains the date profile SLA Data in Item (IDES).


Select the Service Transaction transaction category and double- clickCustomizing Item in the dialog structure.

The item category is indicated as relevant for resource planning.

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


Select the Sales transaction category and double-click CustomizingItem in the dialog structure.

The item category is not relevant for billing (because the confirmationitem is relevant for billing in this scenario).





___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

Note: To determine the relevant item category group, call theproduct master again and look at the data sheet.

a)

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

� 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 theinfluencing factors transaction type (ZSE1) and item category group(SRVO).

SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define ItemCategory Determination

Choose Position..., enter the above data in the dialog box, and confirmwith ENTER.

The system displays the corresponding entry in the table.

Select the entry and choose Details icon).

The item category ZSRP is used as a default value. There is the optionof using the alternative item category 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, theusage and a main item category can be used to influence the item categorydetermination.For example, you want to differentiate between spare part items in theservice transaction and those spare part items that are assigned directly toa service item.In this case, you can include the item category group of the higher-level itemin the determination of the item category.

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 andmake some minor changes.




1. Search for the existing transaction type ZSE1.

a) Choose SAP Reference IMG.


Choose Position and find ZSE1.


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

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

a)

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





a)

Note: If you are logged on in a language other than the courselanguage, you should translate the entry you just created intothe course language.

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

a) If you are no longer in detail view of the transaction type, select yourtransaction type ZS## and choose Details.

Enter the value ZTSRVH01 in the partner determination procedurefield and the value ZTORGS01 (Service) in the Org Data Prof. field.

6. Choose Save.

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


SAP Customizing Implementation Guide → Customer RelationshipManagement→ Transactions→ Basic Settings→ Define Item CategoryDetermination

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define ItemCategory Determination

2. Using Position, search for transaction type ZSE1 and item category groupSRVO (service item). Select the line and choose Copy as�.

a) Choose Position...

Transaction Type: ZSE1

Item Cat. Group: SRVO

Choose ENTER.

Select the row and choose Copy as....

3. Replace transaction type ZSE1 with your new transaction type ZS##.Choose Enter.

a) Transaction Type: ZS##

Choose ENTER.





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 ##Repairand the quantity 1.

Set the distribution lock status for this transaction.

Change the status to Released.


___________________ [Data sheet]



Choose ##Service Order.

Description: Second Service Order ##Sold-To Party: ##StockmannDistribution Lock Set the indicatorStatus Released

Assignment block Items.

Product ID: ##RepairQuantity: 2

Choose ENTER.


___________________ [Data sheet]



Exercise 13: Implementing and TestingCopying Control � Sales

Exercise ObjectivesAfter 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

Business ExampleYou want to use the quotation you created in a previous exercise as a basis forcreating additional business transactions such as standard telesales order. To dothis, you must be able to describe copying control in CRM and make the necessaryentries.

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 theentries that are needed for transaction types and item categories (at header anditem level) in the copy control.


1. Try to create a sales order of the type Telesales as a follow-up transaction forthe ##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 TransactionTypes, check whether the relevant entry for copying the source transactiontype 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 afollow-up transaction for ZA## (##Quotation). Make a note of the number.

Hint: It is necessary to restart the application.

___________________ [Data sheet]

4. Where can you find information about the transaction history?



Solution 13: Implementing and TestingCopying Control � SalesTask: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 theentries that are needed for transaction types and item categories (at header anditem level) in the copy control.


1. Try to create a sales order of the type Telesales as a follow-up transaction forthe ##Quotation you created in the previous exercise.


__________________________________________

Explain why.

__________________________________________

a) Does the system allow you to do this?

Choose Sales Cycle.

Choose Search→ Quotations.

Sold-To Party: ##Stockmann

Choose Search.

When the search result is displayed, choose the hyperlink to go to thequotation�s details.

Choose Create Follow-Up. A dialog box is displayed.

No, it is not yet possible to create a follow-up transaction of the typeTelesales.

b) Explain why.

After a new transaction type has been set up, only transactions of type�Business Activity� or �Task� can be created without entries having tobe made in copy control.

Entries in copy control are required for all other types of follow-uptransaction.




2. In the Customizing activity Define Copying Control for TransactionTypes, check whether the relevant entry for copying the source transactiontype ZA## to the target transaction type TA exists.

If not, add the missing entry.

a) In the Customizing activity Define Copying Control for TransactionTypes, check whether the relevant entry for copying the sourcetransaction type ZA## to the target transaction type TA exists.

SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Copying Controlfor Business Transactions→ Define Copying Control for TransactionTypes

Choose Position...

Source transaction type: ZA##

Choose ENTER.

The system moves to a line that is alphabetically closest to thetransaction 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 becauseyou do not use your own item category in ##Quotation, thetransaction Telesales uses the standard item category TAN,and a copy control entry AGN→ TAN already exists (SAPstandard).

3. Test your settings and create a transaction of the type Telesales (TA) as afollow-up transaction for ZA## (##Quotation). Make a note of the number.

Hint: It is necessary to restart the application.




___________________ [Data sheet]


Choose Search→ Quotations.

Sold-To Party Name: ##Stockmann

Choose Search.

When the search result is displayed, choose the hyperlink to go to thequotation�s details.


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 totransfer.

Choose Choose.

Choose Save and note the transaction number.

___________________ [Data sheet]


Answer: The Transaction History assignment block contains informationabout preceding and succeeding documents.



Exercise 14: Implementing and TestingCopying Control � Service (Optional)

Exercise ObjectivesAfter 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

Business ExampleYou want to use the quotation you created in a previous exercise as a basis forcreating additional business transactions such as standard telesales order. To dothis, you must be able to describe copying control in CRM and make the necessaryentries.

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 theentries that are needed for transaction types and item categories (at header anditem level) in copy control.


1. Try to create a service confirmation of the type Confirmation (transactiontype ZSEC) as a follow-up transaction for the ##Service order you createdin the previous exercise.


_____________________________________________________________________

Explain why.

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

2. In the Customizing activity Define Copying Control for TransactionTypes, check whether the relevant entry for copying the source transactiontype ZS## to the target transaction type ZSEC exists.




Add the missing entry.

3. Test your settings and create a transaction of the type Confirmation as afollow-up transaction for ZS## (##Service order). Make a note of thenumber.

___________________ [Data sheet]




Solution 14: Implementing and TestingCopying Control � Service (Optional)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 theentries that are needed for transaction types and item categories (at header anditem level) in copy control.


1. Try to create a service confirmation of the type Confirmation (transactiontype ZSEC) as a follow-up transaction for the ##Service order you createdin the previous exercise.


_____________________________________________________________________

Explain why.

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________


Choose Search→ Service Orders.

Business Partner ID: Search for the ID of your customer##Stockmann

Choose Search.

When the search result is displayed, choose the hyperlink to go tothe details of your service order.

Choose Create Follow-Up. A dialog box is displayed but only activitiescan be created as follow-up documents.

No, it is not yet possible to create a follow-up transaction of the typeConfirmation.

Explain why.

After a new transaction type has been set up, only activities can becreated without entries in copy control.

Copy control entries are required for all other types of follow-uptransaction.




2. In the Customizing activity Define Copying Control for TransactionTypes, check whether the relevant entry for copying the source transactiontype ZS## to the target transaction type ZSEC exists.


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Copying Controlfor Business Transactions→ Define Copying Control for TransactionTypes

Choose Position...

Source transaction type: ZS##

Choose ENTER.

The system moves to the line that is alphabetically closest to thetransaction type ZS##. No entry with your transaction type exists (yet).


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 afollow-up transaction for ZS## (##Service order). Make a note of thenumber.




___________________ [Data sheet]


Business Partner ID: ##Stockmann (Use F-4 Help)

Choose Search.

When the search result is displayed, choose the hyperlink to go tothe details of your service order.


As well as activity related transaction types , you now have the optionto choose Service Confirmation→ Confirmation.

Choose Confirmation.

In the Select Items dialog box, select the item(s) that you want totransfer.

Choose Choose.

Choose Save and note the transaction number.

___________________ [Data sheet]


Answer: The Transaction History assignment block contains informationabout preceding transactions and follow-up transactions.



Lesson Summary

You should now be able to:� Explain and create transaction types and related customizing settings


CR100 Lesson: Basic Functions in Business Transactions

Lesson: Basic Functions in Business Transactions

Lesson OverviewThis lesson explains some basic functions available in business transactions.


� Configure the basic functions of business transactions

Business ExampleTransactions are a flexible means to control and manage processes according toyour company's requirements. You need to be familiar with the various functionsof transactions.

Figure 65: Copying Business Transactions

To save time creating transactions, you can copy an existing transaction and usethis as the basis for a new transaction. You can choose whether you want toconnect both transactions using the transaction history (Creating a Follow-UpTransaction) so that, for example, you can view the transaction history of abusiness transaction at any time, or whether you just want to make a simple copywithout updating the transaction history.

The processing of follow-up transactions requires several settings in copy controlCustomizing:

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 (forexample, item category determination).

When you copy transactions, the system produces a copy and displays it forprocessing. When the copied transaction is saved, the document flow is notupdated; in other words, the copied transaction has no connection to the originaltransaction.

Customers can adjust the conditions of the copy control according to theirindividual requirements. You have the option of writing your own data transferroutines using BAdI (business add-in) methods. You can use the BAdICRM_COPY_BADI to create copy routines.

Figure 66: 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 tonavigate to a connected ERP system. However, this requires use of SAP InternetTransaction Server (ITS).

The Transaction History is also available on item level.



Figure 67: 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 canbe used if item category determination is not required in the target transaction.

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



Figure 68: Subsequent Referencing

When you create an activity and then see that it should have been created as afollow-up transaction to an existing case, you can subsequently link this activity toan 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 updatedautomatically. When you delete a link, the document flow is updated accordinglywhen you save the transaction.

To enable subsequent referencing, you have to create an object relationship profilein Customizing and assign it to a transaction type.

SAP Implementation Guide → Customer Relationship Management →Transactions→ Settings for Activities→ Define Object Relationship Profile



Figure 69: 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 courseCR300 �CRM Sales�:

� Product substitution� Free products� Credit limit check� Availability check (ATP check)

Figure 70: 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.

Figure 71: Text Determination Procedure

According to your business scenario, you combine a number of text types inthe text determination procedure. These texts are displayed automatically intransactions 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.

Text determination procedures and access sequences are also defined inCustomizing: SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Text Management→ Define Text Determination Procedure.



Figure 72: Date Management

Date management enables you to process as many dates as you wish in adocument. It is used, for example, in contracts (for example, cancellation date, runtime), activities (total duration of an activity) and quotations ('valid to' date). Youcan, however, also use it in any other transaction types.

Dates are important for the correct processing of all business transactions. Inglobal business processes that cover several countries and time zones, it isparticularly necessary to have a date management system that can convert timezones and the factory calendar in documents of business partners involved in atransaction. The component Date Management enables you to process as manydates as you require in a document. You can either enter dates yourself, or, byusing date rules, have the system calculate these. In Customizing, you can definedate types, durations, and date rules to meet your requirements.



The component Date Management offers a flexible tool for defining dates andprocessing these in documents. It also provides the same interface for all CRMdocuments, as well as the same processing and controlling (Customizing) of dates.Date Management covers the following functions:

� You can define dates (date types) and durations to meet your requirements.That means you can name the date types and durations according to yourcompany terminology.

� For every transaction at the header and/ or item level, you can define whichdate type you need for the transaction, that is, which item type you need.

By doing this, you avoid saving unnecessary date types on the database. Thesame applies for durations (for example, contract run time).

To assign dates and durations to an item category, you group the datetypes and durations you want together in a date profile and assign this toa 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, aswell as other date rules, with each other so that you get calculation chains.

Figure 73: Date Profile

Date types are descriptions of business transaction dates, for example, start ofcontract, end of contract, date of signature.

The duration is the period between two points in time. It consists of a numericalvalue and definable time unit.

Date profiles, date types and date rules are defined in Customizing:

SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Date Management→ Define Date Profile



SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Date Management→ Define Data Types, Duration Types and DateRules

Figure 74: Status Management

System statuses: If a status profile (for the user status) is not assigned to atransaction 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 CRMWebClient UI. The user only sees the statuses that are relevant to them. Otherstatuses that are required for the program flow are set but not always displayed.

User statuses: If a status profile (for the user status) is assigned to a transactiontype/item categories, user statuses are displayed in the application (in thetransaction).

SAP Implementation Guide → Customer Relationship Management →Transactions→ Basic Settings→ Status Management→ Change Status Profilefor User Status



Figure 75: Status Profile

User statuses are defined in a status profile. In status profiles you can do thefollowing:

� 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 thestatus profile.

Figure 76: Incompleteness Check



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

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

The report CRM_ORDER_INCOMP_CHECK can be used to select incompletetransactions.

You can define the incompleteness check in Customizing. To do so, followthe Customizing path: SAP Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Incompleteness.

Figure 77: 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 partnermaster data, assign the required business partners to the incompleteness group inthe Sales Area Data on the Sales tab page.

Assign transaction types to the incompleteness groups. In the incompletenesscheck, the same conditions are valid for all transaction types that are assigned thesame incompleteness group.



Assign item categories to the incompleteness groups. In the incompletenesscheck, the same conditions are valid for all item categories that are assigned thesame incompleteness group.

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

Assign the incompleteness groups to the incompleteness procedures. Thisspecifies the business transactions in which checks are carried out. If you assignan incompleteness group for business partners to an incompleteness procedure,the system carries out the check only for those business partners to whom theincompleteness group was assigned. However, if you create a transaction usingthat transaction type and business partner, the incompleteness procedure is validonly for the business partner, that is, the system does not display a combination ofboth procedures as incomplete. Only the fields from the incompleteness procedurefor the business partner are displayed as incomplete.



Exercise 15: Text Determination � Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:� Explain, implement and test text determination for transactions in CRM

Business ExampleYou want to understand and create settings for the text determination for thetransaction type you created in the last exercise.

To do this, you analyze the existing text determination procedure and then make anumber 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?

2. Take a look at the settings for this text determination procedure inCustomizing. What text types are used in the underlying text determinationprocedure?

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 thetext determination procedure ID and ##Text Determination Procedure asthe description.

Also include the text type A003 (Preparation) in the text determinationprocedure.




5. Assign the text determination procedure you created (ZTDP##) to yourtransaction type ZA## (##Quotation).

6. Use the transaction type ZA## (##Quotation) to test whether the textdetermination procedure and the text type function correctly.

Create a ##Quotation and ensure that the new text type is available in theNotes assignment block by creating a text of this type.



Solution 15: Text Determination � SalesTask:Settings for text determination

1. Which text determination procedure is used in transactions of the type##Quotation?

Answer: SAP Menu→ Architecture and Technology→ Configuration→CustomizingChoose SAP Reference IMG.SAP Implementation Guide→ Customer Relationship Management→Transactions→ Basic Settings→ Define Transaction TypesView the details of your transaction type ZA##.The transaction type uses the text determination procedure ORDER001.

2. Take a look at the settings for this text determination procedure inCustomizing. What text types are used in the underlying text determinationprocedure?

a) SAP Implementation Guide→ Customer Relationship Management→Basic Functions→ Text Management→ Define Text DeterminationProcedure

Select the text object CRM_ORDERH (Transaction Header)

Double-click the Procedure entry in the structure tree.

Select the entry 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 totext type 0001.In the details of the access sequence, you can see that it searches in theCorrespondence text type of the business partner. If the business partnercontains a text information, it can be copied to the header note of thebusiness transaction.

4. Copy the text determination procedure ORDER001. Enter ZTDP## as thetext determination procedure ID and ##Text Determination Procedure asthe description.





a) Navigate to Procedure in the structure tree.

Select the entry ORDER001 and choose Copy as� ( ).

Text determination procedure: ZTDP##

Dscrptn Proc.: ##Text determination procedure

Choose ENTER:

In the dialog box that appears, confirm that you want to copy alldependent entries.

Select the newly created text determination procedure and chooseDefinition of Procedure.


Select New Entries.

Text Type: A003

Hint: Confirm any warning message �Value should benumeric� using ENTER.

Save your entries.

5. Assign the text determination procedure you created (ZTDP##) to yourtransaction type ZA## (##Quotation).

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

Change the details of your transaction type ZA##.


Save your entries.

6. Use the transaction type ZA## (##Quotation) to test whether the textdetermination procedure and the text type function correctly.

Create a ##Quotation and ensure that the new text type is available in theNotes assignment block by creating a text of this type.

a) Yes, the new text type can be used in transaction of type ##Quotation.



Exercise 16: Text Determination � Service(Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:� Explain, implement and test text determination for transactions in CRM

Business ExampleYou want to understand and create settings for the text determination for thetransaction type you created in the last exercise.

To do this, you analyze the existing text determination procedure and then make anumber 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##Service Order?

2. Take a look at the settings for this text determination procedure inCustomizing.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 thetext determination procedure ID and ##Text Determination Procedure asthe description.

Also include the text type C003 (Recomm. Solution) in the textdetermination procedure.

5. Assign the text determination procedure you created, ZTDP##, to yourtransaction type ZS## (##Service order).

6. Use the transaction type ZS## (##Service order) to test whether the textdetermination procedure and the text type work correctly.

Create a ##Service order and ensure that the new text type is in the Notesassignment block by creating a text of this type.



Solution 16: Text Determination � Service(Optional)Task:Settings for text determination

1. Which text determination procedure is used in transactions of the type##Service Order?

Answer: SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Define Transaction TypesView 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 inCustomizing.

What text types are used in the underlying text determination procedure?

Answer: SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Text Management→ Define Text DeterminationProcedureSelect 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) andS003 (Footer text) are used.

3. 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 thetext determination procedure ID and ##Text Determination Procedure asthe description.





a) Navigate to Procedure in the structure tree.

Select the entry SRV00002 and choose Copy as�.

Caution: Whenever aWarning message Value should benumeric is displayed, use ENTER to confirm these messages.


Dscrptn Proc.: ##Text determination procedure

Choose ENTER

In the dialog box that appears, confirm that you want to copy alldependent entries.

Select the newly created text determination procedure and chooseDefinition of Procedure.


Choose New Entries.

Text Type: C003

Save your entries.

5. Assign the text determination procedure you created, ZTDP##, to yourtransaction 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##.


Save your entries.

6. Use the transaction type ZS## (##Service order) to test whether the textdetermination procedure and the text type work correctly.

Create a ##Service order and ensure that the new text type is in the Notesassignment block by creating a text of this type.

a) Yes, the new text type can be used in transactions of type ##Serviceorder.



Exercise 17: Incompleteness - Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:� Explain, implement and test incompleteness for transactions in CRM

Business ExampleYou want to create a new incompleteness procedure for your transaction typeZA##, ##Quotation. The transaction shall be classified as incomplete if theexternal reference is missing.

Task:You want to ensure that the external reference field is maintained in salestransaction ZA##. You want an error message to be displayed if no data is enteredfor the field. Create the incompleteness group ZG## with the description ICGroup ## for your transaction. Maintain the incompleteness procedure ZP##with the description IC Procedure ##.

1. Define the incompleteness group ZG##.

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 asExternal Reference so that a warning is displayed if it is not filled. Saveyour data.

Note: Use the object name SALES and the field namePO_NUMBER_SOLD.

In the CRM WebClient application you can use the F2 key in orderto get technical information.

5. Create an Incompleteness Procedure Determination. Enter ZG## inthe Incompleteness Group: Transact field (incompleteness for transactiontype) and leave the field for the business partner blank. Enter ZP## in theProcedure field.

6. See if your incompleteness procedure works properly. Create a newquotation of type ##Quotation. Is a warning message displayed?



Solution 17: Incompleteness - SalesTask:You want to ensure that the external reference field is maintained in salestransaction ZA##. You want an error message to be displayed if no data is enteredfor the field. Create the incompleteness group ZG## with the description ICGroup ## for your transaction. Maintain the incompleteness procedure ZP##with the description IC Procedure ##.


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Incompleteness→ DefineIncompleteness Procedures

In the dialog structure, go to

Incompleteness Group: Transaction/Item

Choose New Entries. Create incompleteness group ZG## with thedescription IC Group ##.

Save your entries.

2. Assign the incompleteness group to your transaction type ZA##.

a) Assignment: TransactionType - Incompleteness Group

Search for your transaction type ZA## and assign it incompletenessgroup ZG##.


a) In the dialog structure, go to

Incompleteness Procedure

Choose New Entries. Create incompleteness procedure ZP## withthe description IC Procedure ##.






In the CRM WebClient application you can use the F2 key in orderto get technical information.

a)

Note: To see the field name, click the field, choose F1 help,and choose Technical Information. The field name is displayedin the Field Data area.

In the dialog structure, go to Incompleteness Procedure: Detail, chooseNew Entries and enter the following:

Object Name: SALESField Name: PO_NUMBER_SOLDRelevance: HeaderMessage Category: WarningBusiness Transaction: INC1

Save your entries.

5. Create an Incompleteness Procedure Determination. Enter ZG## inthe Incompleteness Group: Transact field (incompleteness for transactiontype) and leave the field for the business partner blank. Enter ZP## in theProcedure field.

a) In the dialog structure, go to Incompleteness Procedure: Determination,choose New Entries and enter the following:

Incompleteness Group:Transact.:

ZG##

Procedure: ZP##




6. See if your incompleteness procedure works properly. Create a newquotation of type ##Quotation. Is a warning message displayed?

a) Yes, a warning message is displayed if the field External Reference isnot filled.

Hint: In SAP GUI you can use the reportCRM_ORDER_INCOMP_CHECK to select incompletebusiness transactions.



Exercise 18: Incompleteness � Service(Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:� Explain, implement and test incompleteness for transactions in CRM

Business ExampleYou want to create a new incompleteness procedure for your transaction typeZS##, ##Service order. The transaction shall be classified as incomplete if theexternal reference is missing.

Task:You want to ensure that the external reference field is maintained in servicetransaction ZS##. You want an error message to be displayed if no data is enteredfor the field. Create the incompleteness group ZG## with the description ICGroup ## for your transaction. Maintain the incompleteness procedure ZP##with the description IC Procedure ##.


2. Assign the incompleteness group to your transaction type ZS##.




In the CRM WebClient UI application you can use the F2 key inorder to get technical information.

5. Create a Determination incompleteness procedure. Enter ZG## in theIncompleteness Group: Transact field (incompleteness for transactiontype) and leave the field for the business partner blank. Enter ZP## in theProcedure field.




6. See if your incompleteness procedure works with business partner##Stockmann. Create a new transaction of type ##Service order.Is a warning message displayed?



Solution 18: Incompleteness � Service(Optional)Task:You want to ensure that the external reference field is maintained in servicetransaction ZS##. You want an error message to be displayed if no data is enteredfor the field. Create the incompleteness group ZG## with the description ICGroup ## for your transaction. Maintain the incompleteness procedure ZP##with the description IC Procedure ##.


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Incompleteness→ DefineIncompleteness Procedure

In the dialog structure, go to Incompleteness Group:Transaction/Item

Choose New Entries. Create incompleteness group ZG## with thedescription IC Group ##.

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 incompletenessgroup ZG## to it.


a) In the dialog structure, go to Incompleteness Procedure.

Choose New Entries. Create incompleteness procedure ZP## withthe description IC Procedure ##.






In the CRM WebClient UI application you can use the F2 key inorder to get technical information.

a) In the dialog structure, go to Incompleteness Procedure: Detail,choose New Entries and enter the following:

Object Name: SALESField Name: PO_NUMBER_SOLDRelevance: HeaderMessage Category: WarningBusiness Transaction: INC1

Save your entries.

5. Create a Determination incompleteness procedure. Enter ZG## in theIncompleteness Group: Transact field (incompleteness for transactiontype) and leave the field for the business partner blank. Enter ZP## in theProcedure field.

a) In the dialog structure, go to Incompleteness Procedure:Determination, choose New Entries and enter the following:

Incompleteness Group:Transact.:

ZG##

Procedure: ZP##

6. See if your incompleteness procedure works with business partner##Stockmann. Create a new transaction of type ##Service order.

Is a warning message displayed?

Answer: Yes, a warning message is displayed if the external reference fieldis empty.In SAP GUI you can use the report CRM_ORDER_INCOMP_CHECK toselect incomplete business transactions.



Lesson Summary

You should now be able to:� Configure the basic functions of business transactions


Unit Summary CR100

Unit SummaryYou should now be able to:� Give examples of the different CRM business transactions� Describe the structure of business transactions� Explain and create transaction types and related customizing settings� Configure the basic functions of business transactions


Unit 6Activity Management

Unit Overview


� Define activities and activity management� Configure a transaction type for activities� Describe the survey integration� Describe groupware integration

Unit ContentsLesson: Overview of Activity Management... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220

Exercise 19: Activities ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .223Lesson: Customizing Activities and Special Activity Functions .. . . . . . . . . .226

Exercise 20: Activities and Related Customizing � Sales ... . . . . . . . . .237Exercise 21: Activities and Related Customizing � Service(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .245


Unit 6: Activity Management CR100

Lesson: Overview of Activity Management

Lesson OverviewThis lesson provides a brief overview of activity management.


� Define activities and activity management

Business ExampleUsing different options in SAP CRM, you want to create and monitor variousactivities.

Figure 78: Types of Activity

Activity Management is an integral part of Customer Relationship Management(CRM) and administers all activities undertaken by the employees of yourcompany. Any data saved in an activity is an important source of information thatneeds 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 anyinteraction that has taken place between your company and its customers. Tasksprovide a way for your employees to manage their own workload and to record


CR100 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 canbe managed quickly and easily in one transaction.

Activities can be created as subsequent documents for a wide variety of otherbusiness 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.

AppointmentsInteraction LogsE-MailsTasks

From a technical point of view, there are two leading business transactioncategories for activities:

A Business Activity contains information about the interaction with thebusiness partner on a particular date.A Task contains information about the activities that one or more employeeshave to complete by a particular date.

Figure 79: Structure of Activities

Activities are used to record business activities and tasks such as activities that arecarried out on behalf of the company.

A business activity must have a partner, a start date and a finish date.



You use tasks when you want to create an activity that is not associated witha particular account. Like interactions, tasks can be public or private and cancover a wide range of possibilities, for example, the preparation of a customerpresentation, or a reminder to buy a birthday card. If you mark a task as private, itcannot be viewed by other users.

The category that is assigned to the activity (transaction type) determines wherethis activity can be created in the application. For example,

The Category 202 (Incoming Call) is assigned to the Transaction Type 0003(Outgoing Phone Call).

The Class Interaction Log is assigned to the Category 202 (Incoming Call).

The application displays the transaction �Outgoing Phone Call� if the employeechooses Create→ Interaction Log.

Figure 80:

In the CRMWebClient UI different applications for different types of activities areavailable. For example, both Appointment and E-Mail technically are BusinessActivities, but they look differently when created in the CRM WebClient UI.

This slide shows the Activities work center of the Sales Professional (SALESPRO).



Exercise 19: Activities

Exercise ObjectivesAfter completing this exercise, you will be able to:� understand the idea of CRM Activities

Business ExampleYou 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 leadingtransaction categories.Determine whether this statement is true or false.□ True□ False

2. Transaction type customizing indirectly controls which application must beused to create this type of activity.Determine whether this statement is true or false.□ True□ False



Solution 19: ActivitiesTask:Please answer the following questions.

1. An E-Mail activity and an Interaction Log activity refer to different leadingtransaction categories.

Answer: False

Both activites are of the same kind: Business Activity.

2. Transaction type customizing indirectly controls which application must beused to create this type of activity.

Answer: True

Via transaction type entry "Category" it can be controlled if a transactiontype belongs to one of the four categories "E-Mail", "Interaction Log","Appointment" or "Task".



Lesson Summary

You should now be able to:� Define activities and activity management



Lesson: Customizing Activities and Special ActivityFunctions

Lesson OverviewThis lesson goes into details of customizing activities and explains some keyintegration points (eg. with survey tool and groupware).


� Configure a transaction type for activities� Describe the survey integration� Describe groupware integration

Business ExampleYou may have to make Customizing settings for activities in the future.

Figure 81: Customizing Activities

Activities are CRM business transactions and are controlled using transactiontypes.

There are transaction settings that are activity-specific such as Categories, Goals,Priorities, and Activity Reasons.


CR100 Lesson: Customizing Activities and Special Activity Functions

SAP Implementation Guide → Customer Relationship Management →Transactions→ Settings for Activities→ Maintain Categories, Goals andPriorities

If required, product entries can be allowed in activities. Therefore you defineActivity Journals. Activity-specific item categories like ACT, ACT0 or ACT1are needed for this.

Figure 82: Follow-Up Activities

You can copy an existing business transaction and use it as the basis for asubsequent transaction. You then have two options:

Create a follow-up transaction.Copy a business transaction. In this case, the system creates a copy of thetransaction currently in use and displays it for processing. When the copiedtransaction is saved, the transaction history is not updated, that is, thecopied transaction has no connection to the reference document.

Copy control Customizing is not required to create a follow-up transaction.

Hint: It is possible to reduce the number of available transaction typeswhen creating a follow-up activity.

Therefore use SAP Customizing Implementation Guide→ CustomerRelationship Management→ Transactions→ Settings for Activities→Activate Copying Control for Activities

Once this setting a made, only the transaction types maintained in CopyingControl are available!



When you copy an activity, the system produces a copy of the activity yourequested 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 areference to the reference document.

Figure 83: 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 helpmaintain your customer relationships. The following examples show how thequestionnaire can be used:

A telephone call script that leads you through the conversation with thecustomerA customer feedback formSales call reports for your sales employees

You can assign more than one survey to a transaction, for example, leads,opportunities, activities and framework agreements. You can assign surveysat item and header level. This allows you to assign surveys more flexibly, forexample, depending on the organizational unit, phase or product.

Surveys can also be evaluated in the SAP CRM system.

You can find the Customizing settings in the IMG under SAP CustomizingImplementation Guide→ Customer Relationship Management Transactions→Settings for Activities→ Questionnaires.

The transaction code for the CRM Survey Suite is CRM_SURVEY_SUITE.

Questionnaires are also used for transactions of the type Lead, Opportunity andIn-house Repair.



Figure 84: Activity Journals

The information in the activity journal may or may not be product-related. Anactivity journal can contain the following information:

� Type and number of products discussed with customers or samples handedout to customers, for example, in the pharmaceuticals industry

� Position of products in store, for example, whether they are placed on thepromotional shelf, at the check-out or near the store entrance

� Customer feedback.

The information gathered in activity journals can be used to:

� Track the distribution of samples in the pharmaceuticals industry� Analyze sales data, for example, number of products handed out to customers� Track the progress of your sales team, for example, the number of discussions

held with customers and the result of these discussions

To enable product entries in activities, you must make entries in the Customizingactivity for the item category determination.

You may define additional fields for activity journals.

Examples: transaction type 0020; item categories ACT, ACT0 and ACT1



Figure 85: Integration of the Calendar - Integration of Client's Groupware

You can use the calendar to create activities, for example, private or publicappointments. You can also display your colleague's appointments by displayingtheir calendars. You can

Toggle between a monthly, weekly, or daily view of the calendar and displaya day by clicking on it in the month thumbnailClick on appointments and contacts to view the detailsCreate 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 appointmentsexcept for private ones. You require authorization from systemadministration to view a calendar.Display and edit open tasks.

You can synchronize CRM activities with groupware calendars so that CRMbusiness activities are displayed in other applications such as Microsoft Outlook.This is an additional function to synchronizing normal appointments from theSAP calendar.

For more information on Client-Based Groupware Integration see the OnlineDocumentation http://help.sap.comSAP Business Suite → SAP CustomerRelationship Management→ SAP CRM 7.0→ Application Help (English)→ SAPCustomer Relationship Management→ Data Exchange an Mobile Technologies→ CRM Integration Services→ Groupware Integration Guide→ Client-BasedGroupware Integration


http://help.sap.com


Figure 86: Groupware Integration on Servers

Using server-based Groupware integration, you can exchange data such asbusiness partner data and CRM activities (appointments and tasks) between theCRM server and a Groupware server. CRM Middleware provides a framework,using the Groupware Adapter, that facilitates the seamless integration of the CRMserver with the Groupware server.

You can integrate CRM activity management with groupware applications(Microsoft Outlook and Lotus Notes). This means that you can synchronizebusiness activities and tasks in your CRM calendar and groupware calendar. Datais exchanged in both directions. This means that you can display activities and thecorresponding data that you have maintained in the CRM system (such as date,time, location and business partners involved) in your own office managementsystem, and vice versa. This allows you to work more quickly and effectivelybecause you do not have to keep referring back to your CRM calendar or yourgroupware calendar to check your appointments and tasks.

Groupware integration with CRM Enterprise is server-based, meaning the datais exchanged automatically in the background, without having to be triggered bythe 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 standardGroupware formats (iCalendar and vCard). For this, a mapping framework is usedthat comprises the MapBox and the payload interface (a SOAP-based messaginginterface for the exchange of data between the CRM server and the Groupwareconnector). iCalendar and vCard are the Internet standards for the display ofGroupware calendar objects or Groupware contacts. Predefined mappings aredelivered for Groupware integration.

The SAP Groupware connector executes message synchronization between theCRM server and the Groupware server. A messaging interface is used here, basedon XML-SOAP.



For more detailed information on data exchange options refer to the OnlineHelp.http://help.sap.comSAP Business Suite→ SAP Customer RelationshipManagement→ SAP CRM 7.0→ Application Help (English)→ SAP CustomerRelationship Management → Data Exchange an Mobile Technologies→CRM Integration Services→ Groupware Integration Guide→ Server-BasedGroupware Integration

Figure 87: Reporting Activities - Activity Monitor

The activity monitor can be called by choosing SAP Menu→ Activities→ ActivityMonitor .

The activity monitor allows you to select activities using various criteria. You canadjust the list that is displayed using the SAP List Viewer (ALV) function.

For more information about this analysis and other analyses, see the documentationin SAP Library under SAP NetWeaver→ BI Content→ Customer RelationshipManagement→ CRM Analytics→ Cross-Scenario Analyses→ Activity Analysis.


http://help.sap.com


Figure 88: Creation of a CRM Interactive Report for Activities - Part 1

You can create, edit, and display reports in SAP Customer RelationshipManagement. CRM Interactive Reports retrieve data in real-time. You createthese reports in the CRM WebClient UI with the help of a wizard, which leadsyou through the individual steps. You can then release these reports for certainusers. You do not require a separate SAP NetWeaver Business Intelligence (SAPNetWeaver BI) system to be able to use CRM interactive reports.

Prerequisites for CRM Interactive Reporting

� You have installed a separate SAP NetWeaver BI client on the CRM server.� You have completed the configuration steps necessary to set up reporting.

For more information, see SAP Solution Manager.

The standard business role Analytics Professional (ANALYTICSPRO) provides awizard which allows to easily create reports.

It is possible to choose from different report areas. Depending on the report area,different fields are displayed.




The wizard allows to define filters and the layout of the table.


After choosing a type of Chart the last step allows to share the report. TheAnalytics Professional can assign Employees. Once theses employees log on tothe CRM WebClient UI, they will be able to see the newly created report underReports→ Shared Reports. See next slide.



Figure 91: Using the new Activity Report

After the report has been created and shared, the Sales Professional is able to runthe report in his WebClient UI application.



Exercise 20: Activities and RelatedCustomizing � Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a new transaction type for activities� Create and edit an activity and follow-up activity

Business ExampleYou want to become more familiar with the activity maintenance in the CRMsystem for your trade fair business. You set up a new transaction type of the typetrade fair activities and familiarize yourself with a number of functions in theactivity maintenance.

Task 1:For the customer visits that result from the trade fair activities, you set up aseparate Trade Fair Activity in the system as a new transaction type with certaindefault values.

1. In Customizing, maintain the new goal Z## with the description ##TrialOrder.

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 enterZB## as the transaction type and ##Trade Fair Visit as the name and longdescription.

Assign the organizational data profile ZORGPROF_## and the actionprofile 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 notbe possible to create a private ##Trade Fair Visit. Set and check thecorresponding indicators.

4. Now test the new transaction type by creating an activity of the type ##TradeFair Visit for a week from today, 2.00-3.00 p.m.

Use First ##Visit after trade fair as the description and ##Stockmannas the account.

Check whether the system�s default entries for priority and goal are correct.Continued on next page



Can you make the activity private?

___________________________________________________________________

Can you find the activity in the calendar of the sales representative oremployee responsible? Both partners should contain employee names thatare assigned your CRM logon user.

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

Task 2:Create a follow-up activity with questionnaire support.

1. With respect to your newly created ##Trade Fair Visit activity, create afollow-up activity of typeSurvey Activity.

Use Survey of ##Stockmann as the description and choose a suitable datein the future.

Fill out the survey.

Save the activity and make a note of the number.

___________________ [Data sheet]



Solution 20: Activities and RelatedCustomizing � SalesTask 1:For the customer visits that result from the trade fair activities, you set up aseparate Trade Fair Activity in the system as a new transaction type with certaindefault values.


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Settings for Activities→MaintainCategories, Goals and Priorities→Maintain Goals

Choose New Entries.

Goal: Z##Description: ##Trial Order

Save your entries and choose back twice to return to the IMG menu.


a) SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Activities→ Maintain Categories,Goals and Priorities→ Maintain Categories

Choose New Entries.

Category: Y##Description: ##AppointmentClass: Appointment

Save your entries.



In the Customizing header area, assign your new goal ##Trial Order (ZB##),your new category ##Appointment (Y##) and set the priority to High.





a) SAP Customizing Implementation Guide→ Customer RelationshipManagement → Transactions → Basic Settings → DefineTransaction Types

Select transaction type 0001 (Interaction Log) and choose Copy as�.

Transaction Type: ZB##Short Description: ##Trade Fair VisitLong Description: ##Trade Fair Visit

Choose ENTER to execute copying and confirm the dialog box.


Select the new transaction type and choose Details.

Organizational Data Profile: ZORGPROF##Action Profile: ACTIVITY

b) In the Customizing header area, assign your new goal ##Trial Order(ZB##), the new category ##Appointment (Y##) and set the priority toHigh.


Select the Business Activity transaction category and double-clickCustomizing header in the dialog structure.

Category: ##AppointmentGoal:. ##Trial Order

c) A ##Trade Fair Visit should be relevant for the calendar. It should notbe possible to create a private ##Trade Fair Visit. Set and check thecorresponding indicators.

The default settings of the indicators already meet yourrequirements.






Check whether the system�s default entries for priority and goal are correct.


___________________________________________________________________


__________________________________________________________________________

__________________________________________________________________________




__________________________________________________________________________

a) Choose Activities.

Choose Create→ Appointment.

Choose ##Trade Fair Visit.

Description: First ##Visit after trade fairAccount: ##StockmannStart Date/Time: one week from today: 14:00End Date/Time: one week from today: 15:00

Check whether the system�s default entries for priority and goal arecorrect.

The fields are displayed and prefilled in the Appointment: Detailsassignment block.

Note: In standard SAP systems, the Goal field is not displayedin the user interface.

b) Can you make the activity private?

No. The indicator is grayed-out because of the default setting and isnot ready for input.

Save the activity.

c) Can you find the activity in the calendar of the employee responsible?

Choose Calendar.

Choose Week.

Choose Next Week.

The appointment is displayed.





Save the activity and make a note of the number.Continued on next page



___________________ [Data sheet]

a) Use Survey of ##Stockmann as the description and choose a suitabledate 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 ##StockmannStart date: Two weeks from todayTime From/To: 10:00 10:10


Open the Questionnaires assignment block.

Choose Action Edit.

Fill out the survey with answers of your choice.

Choose Back.

Choose Save.



Exercise 21: Activities and RelatedCustomizing � Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a new transaction type for activities� Create and edit an activity and follow-up activity

Business ExampleYou want to become more familiar with the activity maintenance in the CRMsystem for your trade fair business. You set up a new transaction type of the typetrade fair activities and familiarize yourself with a number of functions in theactivity maintenance.

Task 1:For the customer visits that result from the trade fair activities, you set up aseparate Trade Fair Activity in the system as a new transaction type with certaindefault values.





In the Customizing header area, assign your new goal ##Trial Order (ZB##)to the new category ##Appointment (Y##) and set the priority to High.




Check whether the system�s default entries for priority and goal are correct.Continued on next page




___________________________________________________________________


__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________






___________________ [Data sheet]



Solution 21: Activities and RelatedCustomizing � Service (Optional)Task 1:For the customer visits that result from the trade fair activities, you set up aseparate Trade Fair Activity in the system as a new transaction type with certaindefault values.


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Settings for Activities→MaintainCategories, Goals and Priorities→Maintain Goals

Choose New Entries.

Goal: Z##Description: ##Trial Order

Save your entries and choose back twice to return to the IMG menu.


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Settings for Activities→MaintainCategories, Goals and Priorities→Maintain Categories

Choose New Entries.

Category: Y##Description: ##AppointmentClass: Appointment

Save your entries.



In the Customizing header area, assign your new goal ##Trial Order (ZB##)to the new category ##Appointment (Y##) and set the priority to High.






Select transaction type 0001 (Interaction Log) and choose Copy as�.

Transaction Type: ZB##Short Description: ##Trade Fair VisitLong Description: ##Trade Fair Visit

Choose ENTER to execute copying and confirm the dialog box.


Select the new transaction type and choose Details.

Organizational Data Profile: ZORGPROF##Action Profile: ACTIVITY

b) In the Customizing header area, assign your new goal ##Trial Order(ZB##), the new category ##Appointment (Y##) and set the priority toHigh.


Select the Business Activity transaction category and double-clickCustomizing header in the dialog structure.

Category ##AppointmentGoal:. ##Trial Order

c) A ##Trade Fair Visit should be relevant for the calendar. It should notbe possible to create a private ##Trade Fair Visit. Set and check thecorresponding indicators.

The default settings of the indicators already meet yourrequirements.






Check whether the system�s default entries for priority and goal are correct.


___________________________________________________________________


__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

a) Choose Service Operations. This is optional because you can also usethe quick creation entries in the navigation bar.


Description: First ##Visit after trade fairAccount: ##StockmannStart Date/Time: one week from today: 14:00End Date/Time: one week from today: 15:00

Check whether the system�s default entries for priority and goal arecorrect.

The fields are displayed and prefilled in the Appointment Detailsassignment block.

Note: In standard SAP systems, the Goal field is not displayedin the user interface.

b) Can you make the activity private?

No. The indicator is grayed-out because of the default setting and isnot 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








___________________ [Data sheet]

a) Use Survey of ##Stockmann as the description and choose a suitabledate 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 ##StockmannStart date: Two weeks from todayTime From/To: 10:00 10:10


Open the Questionnaires assignment block.

Choose Action Edit to fill out the survey.

Fill out the survey with answers of your choice.

Choose Back.

Choose Save.



Lesson Summary

You should now be able to:� Configure a transaction type for activities� Describe the survey integration� Describe groupware integration


Unit Summary CR100

Unit SummaryYou should now be able to:� Define activities and activity management� Configure a transaction type for activities� Describe the survey integration� Describe groupware integration


Unit 7Partner Processing

Unit Overview


� Explain the options and functions associated with partner processing inbusiness transactions

� Create a partner determination procedure in Customizing� Describe access sequences, create them in Customizing and use them in

the partner determination procedure

Unit ContentsLesson: Overview of Partner Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254

Exercise 22: Partner Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .257Lesson: Customizing Partner Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .260

Exercise 23: Analyze and Set Up Partner Processing � Sales... . . . .265Exercise 24: Analyze and Set Up Partner Processing � Service(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .275


Unit 7: Partner Processing CR100

Lesson: Overview of Partner Processing

Lesson OverviewThis lesson gives a brief overview of partner processing in business transactions.


� Explain the options and functions associated with partner processing inbusiness transactions

Business ExampleIn transaction processing, you want to ensure that the business partners involvedin a transaction are automatically determined by the system.

Figure 92: Partner Processing: Motivation

Partner processing controls how the system works with business partners intransactions. It ensures the accuracy of partner data in transactions by applyingrules you specify in Customizing, and it makes your work easier by automaticallyentering 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 partnersinvolved in a transaction. In most transactions, you manually enter one or more


CR100 Lesson: Overview of Partner Processing

partners, and the system enters the others through partner determination. Varioussources of information make partner determination possible; two of the mostimportant are business partner master data and organizational data.

Partner determination controls business partner processing in transactionprocessing. Partner data can be checked for correctness using rules defined inCustomizing. In this way, the user creates complete, consistent transactions.

All transactions in CRM involve business partners. Partner processing allows youto work with these partners efficiently and consistently.

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 howSAP CRM and SAP ERP exchange partner processing information.

Figure 93: 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 thesold-to party; during an opportunity, this is the sales prospect.

Partner processing ensures that other partners involved in the transaction aredetermined automatically by the system.

In the case of a sales transaction, for example, these other partners are the ship-toparty, the bill-to party and the payer.

In the case of an opportunity, for example, these other partners are the contactperson(s) of the sales prospect and the (own) responsible employees.



Figure 94: 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 businesstransaction. If the determination fails or no partner was entered manually bythe user, the business transaction will result in an error.

2. Are partners determined automatically?

Using access sequences (search strategies) it is possible to automaticallydetermine partners.

3. Manually changeable

Users can change partners that were determined automatically if this settingis made for the appropriate partner function in Customizing.

Under exceptional circumstances, you can choose Alternative proposals torestart the partner search (for example, after the change of other involvedpartners).

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 productcategory. This means that you must enter a partner determination procedurein the corresponding item categories.



Exercise 22: Partner Processing

Exercise ObjectivesAfter completing this exercise, you will be able to:� understand the basic functions of partner determination

Business ExampleYou 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.□ True□ False

2. Which of the following are standard features within partner processing?Choose the correct answer(s).□ A Relevant business partners can be derived from object

information.□ B Partner processing can be used within Account Management,

for example to determine and assign an Employee Responsibleto a corporate account.

□ C Partner processing can be used to determine Positions (from theOrganizational Model)

□ D Partner processing can be used to determine Organizational Units.□ E Partner processing allows to define whether partner information

can be changed within business transactions.□ F Partners can be inherited from transaction header to transaction

item.



Solution 22: Partner ProcessingTask:Please answer the following questions

1. Partner processing in CRM business transactions is an optional function.

Answer: False

Every CRM business transaction uses partner determination. It is notpossible 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 otherapplications) but not for Account Management.Once organizational units are created as business partners (usuallyautomatically), they can be added to the partner information (for example, aService Technician Group).



Lesson Summary

You should now be able to:� Explain the options and functions associated with partner processing in

business transactions



Lesson: Customizing Partner Processing

Lesson OverviewThis lesson goes into details of customizing partner processing.


� Create a partner determination procedure in Customizing� Describe access sequences, create them in Customizing and use them in


Business ExampleYou would like to set up partner processing/determination in business transactionsand make yourself familiar with the basic options within customizing of partnerprocessing.

Figure 95: Partner Processing in Customizing

Partner function category: This classification of responsibilities is used as asystem key for identifying the partner function and the business partners who takeon these responsibilities. The SAP CRM system includes SAP predefined partnerfunction categories that cannot be changed or created again. For example, thecustomer partner function has the partner function category sold-to party.

Partner function: The partner functions describe the people with whom youdo business. Customers can also be referred to as sold-to parties, clients,patients or tenants. Partner functions describe those partners that you use in yourorganization. You can assign names freely.


CR100 Lesson: Customizing Partner Processing

Partner determination procedure: Rules that determine how the system workswith business partners during transaction processing. This procedure combinespartner functions and access sequences and contains additional information.

Access sequence: A search strategy for determining the data sources the systemuses for partner determination and the order in which the sources are used.

Figure 96: Partner Function Categories and Partner Functions

Partner function categories are predefined �classifications� and are assignedpartner functions. The system uses these categories to identify and work withpartner functions.

The partner function category Undefined Partner is a free category that you canuse when none of the other partner function categories suits your needs. Thebenefit is that you can create partner functions, and include them in transactions,even when none of the predefined categories is appropriate. The system'sprocessing of the category Undefined Partner is limited. Normally, there arecertain system functions or rules associated with a function category, for examplethe 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 apartner function to this category, you can choose any relationship category, eitheran existing one or one you create yourself, to correspond to it. However, therelationship category Is the Undefined Partner Of corresponds only to the partnerfunction category Undefined Partner.

Partner functions are defined in Customizing.

SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Partner Processing→ Define Partner Functions.



When you define a partner function, you can assign a (corresponding) relationshipcategory. This relationship category corresponds to the business partnerrelationship category.

For example, the relationship category is responsible BP for is assigned to thepartner function Employee Responsible.

If an access sequence is defined for determining the employee responsiblefrom the business partner relationships, then the corresponding person must beassigned with the relationship category (Is the Employee Responsible For/Hasthe Employee Responsible).

Block: specifies whether the source partner for a partner determination is added tothe results list of that determination. For example, if the lock field is set for thecontact person partner function, the sold-to party is not determined as its owncontact 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.

Figure 97: Partner Determination Procedure

Partner determination procedures are defined in Customizing.

SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Partner Processing→ Define Partner Determination Procedure

A partner determination procedure can be assigned to a transaction type and anitem category. A partner determination procedure consists of three levels:

Procedure user (for example, sales transaction, service transaction, opportunity)

Partner functions in the procedure (for example, sold-to party, employeeresponsible)



To prevent every partner function that is defined in the system and correspondingpartners from being included in transactions, make the setting Permitted Functions= Only Functions Assigned in Procedure.

The determination time can be set for each partner function. However, partnerdetermination occurs only before the initial save. If a transaction is saved and thensubsequently altered, no new partner processing (determination) takes place.

A simpler form of the partner determination procedure is used in Installed Baseand Case Management.

Figure 98: Access Sequences

Access sequences are defined in Customizing.

SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Partner Processing→ Define Access Sequences

In the partner determination procedure, you can select which access sequenceshould be used to determine the partner for each partner function. If there is noaccess sequence in the partner determination procedure for a partner function, youcan enter the partner manually.

Customer-specific sources can be defined via BAdI definitionCOM_PARTNER_BADI.



Figure 99: Partner Processing: Overview

In Customizing, the business transaction (for example, quotation, order, servicecontract) 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 apartner determination procedure to a transaction type.



Exercise 23: Analyze and Set Up PartnerProcessing � Sales

Exercise ObjectivesAfter 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

Business ExampleWithin your trade fair business framework, you want to set up partner processingfor the transaction type ##Quotation according to your own requirements. Youwant to utilize business partner relationships and enter the contact persons in thedocument 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 theCRMWebClient UI. Use the business partner ##Stockmann as the sold-to party.

1. Which partner functions were automatically found by the system for thisparticular 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 functionsnot listed in the CRM WebClient UI application of the ##Quotation?




Task 2:Set up partner processing. You want to use a partner determination procedurefor the transaction of the type ##Quotation that will determine at least one ofthe customer�s contact persons.

1. Copy the partner determination procedure Telesales (00000001) with all itsdependent entries to ZPS##. Name the new partner determination procedurePartnerDetProc ##.

2. Create a new access sequence ZZ## (##Sold-To Party � Relationships) withone individual access which searches for a partner within the relationshipsmaintained in the business partner master record. Enter 10 for the batch anddialog sequences, Business partner relationships as the source, and Sold-toParty (CRM) as the partner function.

3. Add the partner function Contact Person (CRM ) to the partner determinationprocedure ZPS##.

The partner function Contact Person (CRM) should occur at least once andno 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-toparty is used. For all other partner functions the standard address shouldbe 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 wasstored as a relationship to the business partner (see Account Managementexercises)?




Task 3:Comprehension questions on partner processing

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 todetermine the partner function Employee responsible using an accesssequence 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).



Solution 23: Analyze and Set Up PartnerProcessing � SalesTask 1:Analyze partner processing for the sales transaction ##Quotation in Customizing.At the same time, create a quotation with transaction type ##Quotation in theCRMWebClient UI. Use the business partner ##Stockmann as the sold-to party.

1. Which partner functions were automatically found by the system for thisparticular sales transaction?

Does the system also determine a contact person?

Answer: SAP Customizing Implementation Guide → CustomerRelationship Management→ Transactions→ Basic Settings→ DefineTransaction TypesThe partner determination procedure 00000001 is assigned to transactiontype ZA## (##Quotation).SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Partner Processing→ Define PartnerDetermination ProcedureMark partner determination procedure 00000001 and choose PartnerFunctions in Procedure.The partner determination procedure 00000001 contains the following sevenpartner functions:Sold-to party, Ship-to party, Bill-to party, Payer, Sales manager, Salesemployee, and Employee responsible.Does the system also determine a contact person?The partner function Contact person (CRM) is not determinedautomatically because it is not listed in the partner determinationprocedure.


Answer: IMG→ Customer Relationship Management→ Basic Functions→ Partner Processing→ Define Partner Determination ProcedureSelect the Employee responsible partner function.Choose Details.IDES. from /user (technical key Z006)




3. Why are both the Sales manager and the Sales employee partner functionsnot listed in the CRM WebClient UI application of the ##Quotation?

a) In the CRM WebClient UI only five different partners are determinedautomatically when a ##Quotation is created since no access sequencehas been assigned to partner functions Sales manager and Salesemployee. Both partners can be added manually by the user.

Task 2:Set up partner processing. You want to use a partner determination procedurefor the transaction of the type ##Quotation that will determine at least one ofthe customer�s contact persons.

1. Copy the partner determination procedure Telesales (00000001) with all itsdependent entries to ZPS##. Name the new partner determination procedurePartnerDetProc ##.

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.




2. Create a new access sequence ZZ## (##Sold-To Party � Relationships) withone individual access which searches for a partner within the relationshipsmaintained in the business partner master record. Enter 10 for the batch anddialog sequences, Business partner relationships as the source, and Sold-toParty (CRM) as the partner function.

a) IMG→ Customer Relationship Management→ Basic Functions→Partner Processing→ Define Access Sequences

Choose New Entries and enter ZZ## as the ID and ##Sold-To Party �Relationships as the description.

Select the new access sequence and choose Individual Accesses.

Choose New Entries.


Batch Sequence: 10Dialog Sequence: 10Source: Business Partner RelationshipsPartner 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 determinationprocedure ZPS##.

The partner function Contact Person (CRM) should occur at least once andno 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.

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Partner Processing→ DefinePartner Determination Procedure

Select the partner determination procedure ZPS## then double-clickPartner Functions in Procedure.

Choose New Entries.

Partner Function: Contact person (CRM)Number of Occurrences(Lowest):

1

Number of Occurrences(Highest):

3

Access Sequence ##Sold-To Party �Relationships

4. Make sure that the address usage Receive Goods for partner function Ship-toparty is used. For all other partner functions the standard address shouldbe determined within transactions.

a) In the address details of partner function �Ship-To Party�, chooseReceive goods in the Address for Trans dropdown box.

5. Assign the partner determination procedure ZPS## to transaction type ZA##(##Quotation).


Search for transaction type ZA## and change the details.

Enter ZPS## in the Partner Determ.Proc. field.




6. Test the new partner determination procedure by creating a quotation of type##Quotation. Does the system now determine the contact person who wasstored as a relationship to the business partner (see Account Managementexercises)?

Answer: Choose Sales Cycle.Choose Create→ Quotation.Select ##Quotation.Sold-To Party: ##StockmannChoose ENTER.No dialog box should be displayed regarding unclear address determination.Display the Parties Involved assignment block, check the addresses ofthe involved parties and observe that the system finds the contact personMichael ##Contact.



Answer: Access sequences enable the definition of search strategies tosearch for individual partners. For example, the Employee Responsible canbe determined through organizational data determination or, if no partnersare found, it can be entered manually by the system user.


Answer: Yes, it is possible to define your own partner functions to fit yourpersonal requirements.


Answer: Partner function categories cannot be created in Customizing.




4. What (business partner) relationship category is evaluated if you try todetermine the partner function Employee responsible using an accesssequence 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).

Answer: SAP Customizing Implementation Guide → CustomerRelationship Management→ Basic Functions→ Partner Processing→Define Partner Determination ProcedureThe partner function 00000014 (Employee responsible) is assigned to therelationship category Is Responsible BP For.Optional:SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Partner Processing→ Define PartnerDetermination ProcedureSelect partner determination procedure ZPS## then double-click PartnerFunctions 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 relevantAccount Management exercise.Create a new ##Quotation and test whether your settings were implementedcorrectly.



Exercise 24: Analyze and Set Up PartnerProcessing � Service (Optional)

Exercise ObjectivesAfter 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

Business ExampleWithin your trade fair business framework, you want to set up partner processingfor the transaction type ##Service Order according to your own requirements.You want to utilize business partner relationships and enter the contact personsin the document as partners.

Task 1:Analyze partner processing for the service transaction ##Service order inCustomizing. At the same time, create a service order using transactiontype ##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 thisparticular servicetransaction?Does the system also determine a contact person?Is it Michael ##Contact?


3. Can you manually maintain additional partners? If so, do this.




Task 2:Set up partner processing. You want to use a partner determination procedure forthe transaction of the type ##Service order that will determine the contact personMichael ##Contact.

1. Copy the partner determination procedure Service Order Header(ZTSRVH01) with all its dependent entries to ZPS##. Name the newpartner determination procedure PartnerDetProc ##.

2. Create a new access sequence ZZ##, ##Sold-To Party � Relationships withone individual access which searches for a partner within the relationshipsmaintained in the business partner master record. Enter 10 for the batch anddialog sequences, Business partner relationships as the source, and Sold-toParty (CRM) as the partner function.

3. Change the ZPS## partner determination procedure and assign the accesssequence you just created to the Contact person (CRM) partner function.

In addition to this, the partner function Contact Person (CRM) shouldoccur 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 servicetransaction ##Service Process. Does the system determine the contactperson who was stored as a relationship to the business partner (see AccountManagement exercises)?








4. What (business partner) relationship category is evaluated if you try todetermine the partner function Employee responsible using an accesssequence that searches in the business partner�s relationships?Optional:Test this by assigning the access sequence ZZ## to the partner functionEmployee responsible. Afterwards, maintain the corresponding relationshipfor the business partner ##Stockmann and use an existing employee, forexample, Lou Windham (employee ID 400440).



Solution 24: Analyze and Set Up PartnerProcessing � Service (Optional)Task 1:Analyze partner processing for the service transaction ##Service order inCustomizing. At the same time, create a service order using transactiontype ##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 thisparticular servicetransaction?

Does the system also determine a contact person?

Is it Michael ##Contact?

Answer: SAP Customizing Implementation Guide → CustomerRelationship Management→ Transactions→ Basic Settings→ DefineTransaction TypesThe ZTSRVH01 partner determination procedure is assigned to transactiontype ZS## (##Service order)SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Partner Processing→ Define PartnerDetermination ProcedureThe partner determination procedure ZTSRVH01 contains the followingnine partner functions:Sold-to party, Bill-to party, Payer, Activity partner, Employeeresponsible, Contact person, Vendor, Service Technician Group andShip-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.


Answer: IMG→ Customer Relationship Management→ Basic Functions→ Partner Processing→ Define Partner Determination ProcedureDisplay the details for the Employee responsible partner function.Employee from user (ZCHM)




3. Can you manually maintain additional partners? If so, do this.

a) Go to the CRM WebClient UI and choose the Parties Involvedassignment block.

Choose Insert.

If possible, enter another partner function (partner), for example, theemployee responsibleMark Freeman (ID 496122).

Task 2:Set up partner processing. You want to use a partner determination procedure forthe transaction of the type ##Service order that will determine the contact personMichael ##Contact.

1. Copy the partner determination procedure Service Order Header(ZTSRVH01) with all its dependent entries to ZPS##. Name the newpartner 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 thedialog box and copy all dependent entries. Name the new partnerdetermination procedure PartnerDetProc ##.

Save your data and go back to the IMG.




2. Create a new access sequence ZZ##, ##Sold-To Party � Relationships withone individual access which searches for a partner within the relationshipsmaintained in the business partner master record. Enter 10 for the batch anddialog sequences, Business partner relationships as the source, and Sold-toParty (CRM) as the partner function.

a) IMG→ Customer Relationship Management→ Basic Functions→Partner Processing→ Define Access Sequences

Choose New Entries and enter ZZ## as the ID and ##Sold-To Party �Relationships as the description.

Select the new access sequence and choose Individual Accesses.

Choose New Entries.


Batch Sequence: 10Dialog Sequence: 10Source: Business Partner RelationshipsPartner function: Sold-to Party (CRM)

Save the data and go back to the IMG.

3. Change the ZPS## partner determination procedure and assign the accesssequence you just created to the Contact person (CRM) partner function.

In addition to this, the partner function Contact Person (CRM) shouldoccur at least once and no more than three times.

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Partner Processing→ DefinePartner Determination Procedure

Select the partner determination procedure ZPS## then double-clickPartner Functions in Procedure. Choose the partner function Contactperson (CRM).

Number of Occurrences(Lowest):

1

Number of Occurrences(Highest):

3

Access Sequence ##Sold-To Party �Relationships




4. Assign the partner determination procedure ZPS## to transaction type ZS##(##Service order).


Search for transaction type ZS## and change the Details.

Enter ZPS## in the Partner Determ.Proc. field.

5. Test the new partner determination procedure by creating the servicetransaction ##Service Process. Does the system determine the contactperson who was stored as a relationship to the business partner (see AccountManagement exercises)?



Choose ##Service order.


Choose ENTER.

Display the Parties Involved assignment block.

The system finds the contact person Michael ##Contact.



Answer: Access sequences enable the formulation of search strategies tosearch for individual partners. For example, the Employee Responsible canbe determined through organizational data determination or, if no partnersare found, it can be entered manually by the system user.


Answer: Yes, it is possible to define your own partner functions to fit yourpersonal requirements.


Answer: Partner function categories cannot be enhanced in Customizing.




4. What (business partner) relationship category is evaluated if you try todetermine the partner function Employee responsible using an accesssequence that searches in the business partner�s relationships?

Optional:

Test this by assigning the access sequence ZZ## to the partner functionEmployee responsible. Afterwards, maintain the corresponding relationshipfor the business partner ##Stockmann and use an existing employee, forexample, Lou Windham (employee ID 400440).

Answer: SAP Menu→ Architecture and Technology→ Configuration→ CustomizingChoose SAP Reference IMG.SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Partner Processing→ Define PartnerDetermination ProcedureThe partner function 00000014 (Employee responsible) is assigned to therelationship category Is Responsible BP For.Optional:Test this by assigning the access sequence ZZ## to the partner functionEmployee responsible. Afterwards, maintain the corresponding relationshipfor the business partner ##Stockmann and use an existing employee, forexample, Lou Windham (employee ID 400440).SAP Implementation Guide→ Customer Relationship Management→Basic Functions→ Partner Processing→ Define Partner DeterminationProcedureSelect partner determination procedure ZPS## then double-click PartnerFunctions 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 relevantAccount Management exercise.Create a new ##Service Order and test if your settings were implementedcorrectly.



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



Unit Summary CR100

Unit SummaryYou 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



Unit 8Actions

Unit Overview


� Explain the options for processing actions

Unit ContentsLesson: Action Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .286

Exercise 25: Action Definitions and Customizing � Sales ... . . . . . . . . .295Exercise 26: Action Definitions and Customizing � Service(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .307


Unit 8: Actions CR100

Lesson: Action Processing

Lesson OverviewThis lesson gives an overview of the actions functionality, how it can be usedand configured.


� Explain the options for processing actions

Business ExampleYou want to set up your business transactions so that, under certain circumstances,follow-up processes or transactions are triggered automatically. In addition toissuing forms, this also includes generating follow-up activities, for example.

Figure 100: Examples for Actions

Actions are important for maintaining and improving business relationships. Youcan schedule and start predefined processes with the Actions component by meansof user-definable conditions from transaction and marketing objects.

You can tailor the type and time of actions to the requirements of your customersand the processes in your company. This component enables you to match yourservice, sales and distribution management, and your campaign management evenmore closely to customer needs, and, simultaneously, to automate them.


CR100 Lesson: Action Processing

The Actions component also provides the technique of controlling output. Itthereby replaces Output Determination of the SAP ERP System.

Actions refer to the Post Processing Framework (PPF) Basis Components, whichcan automatically trigger output, follow-up activities or workflows.

SAP provides approximately 180 action profiles that can be used in �Application�transaction processing (CRM_ORDER). Other application such as billing(BILLING) and Case Management (CRM_CASE) also use action processing.

Figure 101: Action Processing: Workflow

An action profile is determined from the corresponding transaction type or itemcategory.

You assign an action profile directly to a transaction type/item category.

You define an action profile determination (condition technique; the same aspricing).

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 dialogProcessing timePartner dependenceAction mergingProcessing typesYou should not usually model dependencies between actions.



Figure 102: Conditions

Schedule condition: If the schedule condition (of an action) is not met, the actionis no longer available in the transaction.

Start condition: Actions that are available in the transaction can only be executedif the start condition is met.

Condition definition: There are two modes for defining conditions:

Mouse-oriented PC modeDirect text entry mode (traditional)

User settings can be made to change between both modes. When editingconditions, you can use expressions and constants and connect them withoperators, for example, Status = �in process�. Conditions can be checked forproper syntax and tested.



Figure 103: Processing Time

If you select Immediately as the processing time, the action is started as soon asthe start condition is fulfilled.

If you configure the system so that processing starts when saving, the action isstarted when the transaction is saved.

If you define processing with the selection report and the start condition hasbeen fulfilled, the action is started after the execution of a selection report.This processing type is particularly useful for actions that are used for deadlinemonitoring (such as monitoring the Service Level Agreements).

Actions are displayed in transactions that support actions and to which an actionprofile is assigned. You can display a list of actions scheduled for the transactionon the Actions tab page of the transaction. The following information is displayedin the list for each action:

� Status (action scheduled, action processed)� Description (purpose of action)� Conditions (settings for action definition and conditions are displayed)� Creator, creation date



Figure 104: Processing Types

There are different Processing Types available:

Smart FormsWorkflowMethods

SAP Smart Forms are used for activities such as printing, e-mailing and faxingdocuments such as order confirmations.

Actions can create an event to start a workflow.

Methods are Business Add-In (BAdI) implementations. You can define yourown 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 thestandard transactions.

Examples for standard methods include the following:

� COPY_DOCUMENT (create a follow-up document)� COMPLETE_DOCUMENT (set status completed within document)� CREDIT_MEMO (create credit memo item)� REPAIR_ITEM (create a repair item)� 1O_EVENT_CREATE (create a workflow event)



Figure 105: Example: Actions in a Quotation

The assignment of an action profile to an object type (the relationship to theleading business transaction type of a transaction category) controls whichtransaction types can be used by the action profile.

Actions are always determined for each action profile separately and may containdifferent detail settings.

SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Actions→ Actions in Transaction→ Change Actions and Conditions→ Define Action Profiles and Actions

Conditions are defined using a separate function.

SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Actions→ Actions in Transaction→ Change Actions and Conditions→ Define Conditions

The start transaction for editing action profiles and conditions is /nSPPFCADM.

The application (for transaction processing) is CRM_ORDER.



Figure 106: Customizing: Action 1 - Complete Quotation

This figure depicts the workflow of action processing for the action �completequotation� within the context of the corresponding Customizing settings.

Figure 107: Customizing: Action 2 - Print Quotation

This figure depicts the workflow of action processing for the action �completequotation� within the context of the corresponding Customizing settings.

You can use the SAP Smart Forms graphics tool to design the layout of messageforms.



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)

SAP Smart Forms offer the advantage of adapting forms without requiringprogramming knowledge, thanks to a completely graphical user interface.

When you request a printout of a form, the application program obtains therelevant data to be used and prints it on the form. Data retrieval and form logicare separated from one another.

SAP Smart Forms replace SAPscript forms.

Figure 108: SAP Smart Forms: Layout of Messages



Figure 109: Action Monitor

You can use the action monitor to monitor and trigger the processing of actionsfor several transactions.

The action monitor program, RSPPFPROCESS, originates from the PostProcessing Framework (PPF). You can use this program to check the processingof the actions (for example, output, follow-on documents).

If you set the Processing using selection report processing time for an actionin Customizing (for example, for a message), you can select the actions withthis program and initiate their processing. This is particularly useful for actionsthat are used for deadline monitoring (such as Service Level Agreements: Firstreaction and solutions times for service orders).

It can also be useful to use the action monitor to process actions with theprocessing time When Saving if, for example, time-dependent conditions werefulfilled after a certain time without any changes to the transaction. The programshould be executed regularly so that actions are also started in these cases.



Exercise 25: Action Definitions andCustomizing � Sales

Exercise ObjectivesAfter 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

Business ExampleYou want to print completed quotations. Printing is controlled by actionprocessing; 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 correspondingform.

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?

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 underany circumstances execute the Complete offer action in the CRMWebClientUI.

Save your quotation.

5. Display the print preview of the quotation that was determined.




6. Use the Action Monitor transaction in the SAP GUI to select and executethe Complete offer action for your quotation.

Hint: If you want to select the action that was found in the quotationyou created, enter the <*transaction number> in the applicationkey field.

Task 2:In Customizing, find out how automatic determination takes place for the PrintQuotation Manually.

1. Which action profile is used by transaction type ZA## (##Quotation)?

2. Analyze this action profile. When is the action processed and the quotationform issued?

Task 3:Optional

You want to create an action profile for your ##Trade Fair Visit that helps youcreate 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.

Time of Processing: Immediate processing

Schedule Automatically: <do no select>

Display in Toolbox: <do no select>

Changeable in Dialog: <Set the indicator>

Executable in Dialog: <Set the indicator>

Choose Continue.




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

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 Continuetwice.

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 businesspartner, description, and process the action.




Task 5:Next, you want to add a schedule condition to your action. When your trade fairvisit is complete (and only then), you want to be able to create a follow-up activityof the type Interaction Log.

1. Define a schedule condition for your Follow-up Activity ## action. Go tothe IMG and start defining the condition

Choose Edit Condition. Enter Activity completed ## as the name. Click thehyperlink to define the condition.

Expand the container object CRM Bus. Activity.

Using the editor, form an expression User Status = Complete (status profileCRMACTIV).

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?



Solution 25: Action Definitions andCustomizing � SalesTask 1:Create a ##Quotation and see whether you can display or issue a correspondingform.

1. Create a quotation of the type ##Quotation for the customer ##Stockmann.Offer the customer 10 pieces of the material with the description ##Monitor.



Select ##Quotation.


Product ID: <Your material>

Choose ENTER.

2. Display the relevant actions for the quotation.


Does the list include the action Print Quotation Manually? If necessary,schedule the action manually.





a) Open the Scheduled Actions assignment block.

Various scheduled and unprocessed actions are displayed: CallCustomer Again About Offer, Automatic Release of Offers, StartRelease Procedure for Offers, Quotation Reminder, Complete Offerand 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 executedimmediately after scheduling.

c) Choose Back.

Choose Show Executed Actions.

The status of the action is Processed.

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 NotFulfilled.

This is because the Valid-to date of the quotation has not yet beenreached.

4. Change the Valid-to date of the quotation to today and save. Do not underany circumstances execute the Complete offer action in the CRMWebClientUI.


a) The valid-to date can be found in the Quotation Details assignmentblock.


5. Display the print preview of the quotation that was determined.

a) Choose the Preview Output function at the top of the quotation.




6. Use the Action Monitor transaction in the SAP GUI to select and executethe Complete offer action for your quotation.

Hint: If you want to select the action that was found in the quotationyou created, enter the <*transaction number> in the applicationkey field.

a) SAP Menu→ Sales→Monitoring→ Action Monitor

Action Definition: QUOTATION_COMPLETE

Application Key: <*Number of your quotation>

Promotion Status: 0 (Not processed)

Time of Processing: Processing Using Selection Report

Choose Execute.

When the results are displayed, select the relevant action and chooseProcess.

In the CRM WebClient UI check the status of the quotation. It shouldbe Completed.

Task 2:In Customizing, find out how automatic determination takes place for the PrintQuotation Manually.

1. Which action profile is used by transaction type ZA## (##Quotation)?

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement → Basic Functions → Actions → Actions inTransaction→ Assign Action Profile to the Business TransactionType

Select the transaction type ZA##. Display the Details.

The action profile is QUOTATION.





a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ sic Functions→ Actions→ Actions in Transaction→ Change Actions and Conditions→ Define Action Profiles andActions

Select the action profile QUOTATION. Display the details of actiondefinition QUOTATION_PRINT.

The processing time is Immediate Processing.

Task 3:Optional

You want to create an action profile for your ##Trade Fair Visit that helps youcreate a follow-up activity once the preceding activity is completed.







Choose Continue.


Choose Continue.






Choose Continue.

The action should not be partner-dependent.

Choose Continue.

Select Method Call.




Choose Continue.









Field: PROCESS_TYPE


Choose Confirm and then select Apply entries.

Choose Continue.


Choose Continue.



a) SAP Customizing Implementation Guide→ Customer RelationshipManagement → Basic Functions → Actions → Actions inTransaction→ Create Actions With Wizard

Enter the data specified in the exercise.



Go to the details for transaction type ZB## and enterZACTIONPROFILE## in the action profile field.




Task 4:Test your settings

1. Create a new activity of type ##Trade Fair Visit (ZB##). Specify a businesspartner, description, and process the action.

a) Choose Activities.


Choose ##Trade Fair Visit

Description: Trade Fair Visit ##

Account: ##Stockmann

Choose ENTER.

Go to the Scheduled Actions assignment block.

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.


1. Define a schedule condition for your Follow-up Activity ## action. Go tothe IMG and start defining the condition








a) SAP Customizing Implementation Guide→ Customer RelationshipManagement → Basic Functions → Actions → Actions inTransaction→ Change Actions and Conditions→ Define Conditions

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.







a) Create an activity of the type ##Trade Fair Visit for the activitypartner##Stockmann. Maintain fictional data.

Choose Activities.





Choose ENTER.




Select your Follow-up Activity ## action.

Choose Schedule.


No, this is not yet possible because the activity does not have thecorrect status.


In the Appointment Details assignment block, set the status toCompleted.


Yes, the action can now be scheduled.



Exercise 26: Action Definitions andCustomizing � Service (Optional)

Exercise ObjectivesAfter 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

Business ExampleYou want to print service orders. Printing is controlled by action processing; youtherefore need to know how to set up and process actions.

Task 1:Create a ##Service order and see whether you can display and issue acorresponding 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.


Does the list include the action Print Service Order Manually? If necessary,schedule the action manually.


3. Display the print preview of the determined order confirmation.

Task 2:Use Customizing to analyze how automatic determination takes place for thePrint Service Process Manually action.

1. Which action profile is used by transaction type ZS## (##Service Order)?





Task 3:You want to create an action profile for your ##Trade Fair Visit that helps youcreate a follow�up activity once the preceding activity is completed.







Choose Continue.


Choose Continue.






Choose Continue.

The action should not be partner�dependent.

Choose Continue.

Select Method Call.

Choose Continue.












Field: PROCESS_TYPE


Choose Confirm and then select Aply entries.

Choose Continue.


Choose Continue.




Task 4:Test your settings.

1. Create a new activity of the type ##Trade Fair Visit (ZB##). Specify abusiness partner, description, and process the action.


1. Define a schedule condition for your Follow-up Activity ## action. Go tothe IMG and start defining the condition.





2. Test your settings by creating another ##Trade Fair Visit.






Solution 26: Action Definitions andCustomizing � Service (Optional)Task 1:Create a ##Service order and see whether you can display and issue acorresponding 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.




Sold�To Party: ##Stockmann

Product ID: ##Repair

Choose ENTER.

2. Display the relevant actions for the service order.


Does the list include the action Print Service Order Manually? If necessary,schedule the action manually.


a) You can see the action: Autom. IBase Update.

b) No, the list does not include this action.

Schedule the action manually.

Choose Schedule New Actions.

Select the Print Service Process Manually action.

Choose Schedule.

c) Choose Back.

Choose Show Executed Actions.

The status of the action is Processed.

3. Display the print preview of the determined order confirmation.

a) Choose the Print Preview function at the top of the quotation.




Task 2:Use Customizing to analyze how automatic determination takes place for thePrint Service Process Manually action.

1. Which action profile is used by transaction type ZS## (##Service Order)?

a) SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Actions→ Actions in Transaction→ AssignAction Profile to the Business Transaction Type

Select the transaction type ZS##. Display the Details.

The action profile is ZSERVICE_ORDER (IDES Service Order).


a) SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Actions→ Actions in Transaction→ ChangeActions and Conditions→ Define Action Profiles and Actions

Select the action profile ZSERVICE_ORDER. Display the details ofthe 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 youcreate a follow�up activity once the preceding activity is completed.







Choose Continue.


Choose Continue.









Choose Continue.

The action should not be partner�dependent.

Choose Continue.

Select Method Call.

Choose Continue.









Field: PROCESS_TYPE


Choose Confirm and then select Aply entries.

Choose Continue.


Choose Continue.



a) SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Actions→ Actions in Transaction→ CreateActions With Wizard

Enter the data specified in the exercise.






Go to the details for transaction type ZB## and enterZACTIONPROFILE## in the action profile field.

Task 4:Test your settings.

1. Create a new activity of the type ##Trade Fair Visit (ZB##). Specify abusiness partner, description, and process the action.

a) Enter a business partner and a description and go to the Actions tabpage. Is the action scheduled yet?

Choose Service Operations.





Choose ENTER.




Select your Follow-up Activity Sales Call ## action.

Choose Schedule.

Go back, save the activity and observe the transaction history.


1. Define a schedule condition for your Follow-up Activity ## action. Go tothe IMG and start defining the condition.








a) SAP Customizing Implementation Guide→ Customer RelationshipManagement → Basic Functions → Actions → Actions inTransaction→ Change Actions and Conditions→ Define Conditions

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.







a) Choose Service Operations.





Choose ENTER.



No, this is not yet possible because the activity does not have thecorrect status.


In the Appointment Details assignment block, set the status toCompleted.


Yes, the action can now be scheduled.



Lesson Summary

You should now be able to:� Explain the options for processing actions


CR100 Unit Summary

Unit SummaryYou should now be able to:� Explain the options for processing actions


Unit Summary CR100


Unit 9Pricing

Unit Overview


� Describe the Internet Pricing and Configurator (IPC)� Understand the essential features of the condition technique� Describe the pricing functions� Make certain settings in pricing Customizing� Carry out condition maintenance in SAP CRM

Unit ContentsLesson: Overview of Pricing... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320Lesson: Condition Maintenance and Pricing Functions .. . . . . . . . . . . . . . . . . .330

Exercise 27: Condition Maintenance and Customizing � Sales.. . . . .335Exercise 28: Condition Maintenance and Customizing � Service(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .345


Unit 9: Pricing CR100

Lesson: Overview of Pricing

Lesson OverviewThis lesson gives a brief overview of how pricing works in CRM.


� Describe the Internet Pricing and Configurator (IPC)� Understand the essential features of the condition technique� Describe the pricing functions� Make certain settings in pricing Customizing

Business ExampleYou want to familiarize yourself with pricing in the SAP CRM system.

Figure 110: 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 andmobile clients (such as laptops) is processed by this component only (�one faceto the customer�).

The IPC is only switched off in the rare case of a SAP CRM implementationwithout any pricing or configuration functions. For more information, see SAPNote 702735.


CR100 Lesson: Overview of Pricing

Figure 111: IPC Implementation Scenarios

IPC implementation scenarios

� Scenarios without ERP integration:

� You set up pricing Customizing in SAP CRM and maintain theconditions there. This data is only available in SAP CRM and cannotbe transferred to the SAP ERP system. Exception: Trade PromotionManagement.

� Naming convention: standard Customizing objects normally start witha digit.

� Scenarios with ERP integration:

� You set up pricing Customizing in the ERP system and maintainthe conditions there. Both the Customizing and the master data canbe transferred from the ERP system to SAP CRM via the CRMMiddleware.

� 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.



Figure 112: Pricing Procedure

The pricing procedure defines the valid condition types and their calculationsequence 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→ DefineSettings for Pricing→ Create Pricing Procedure

Pricing procedures have a source (CRM or R/3).



Figure 113: Determination of Pricing Procedure

The determination of the pricing procedure must be set up manually. You can set adivision, 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)

The pricing procedure is determined in Customizing under the following path:SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Pricing→ Pricing in the Business Transaction→ DeterminePricing Procedures



Figure 114: 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→ DefineSettings for Pricing→ Create Condition Types.

Condition types have a source system (local = CRM or other system (such as R/3).

SAP ERP condition types can be loaded into the SAP CRM system (Customizingdownload 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.



Figure 115: Access Sequence

An access sequence is a search strategy that the system uses to search for validdata in a specific condition type.

It comprises one or more accesses that are each defined by specifying a conditiontable.

The sequence of the accesses controls the priority of the individual conditionrecords. The accesses tell the system where to start searching after a validcondition record.

Create an access sequence for each condition type for which you create conditionrecords.

Access sequences are defined in Customizing:

SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Pricing→ Define Settings for Pricing→ Create Access Sequences

Condition types have a source system (local = CRM or another system (suchas R/3).



Figure 116: Condition Table

Condition table: a table that defines the combination of fields that an individualcondition record consists of. The condition table consists of a combination ofsearch 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, inother words, non-key fields must not appear between any two key fields.

Condition tables are defined in Customizing under the following path: SAPImplementation Guide→ Customer Relationship Management→ Basic Functions→ Pricing→ Define Settings for Pricing→ Create Condition Tables.

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



Figure 117: Condition Technique

The system reads the first condition type of the pricing procedure and determinesthe assigned access sequence. This step, together with the following steps, isrepeated for each condition type in the pricing procedure.

The system reads the access sequence with the condition tables. The sequenceof the condition tables forms the search strategy for determining the individualcondition records. Each condition table contains the field combinations accordingto which the system should search in the condition records, for example businesspartner � product - price.

The system searches for valid condition records for the condition tables. If thesystem does not find a valid condition record for the first condition table, it carrieson 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 makesthe result available to pricing in the form of prices and discounts.

If the search procedure contains more than one condition type, the system repeatsthe search for condition records for each condition type.

In the SAP CRM system, the free goods, campaign and product determinationfunctions are executed with the pricing mechanism (condition technique).

Different kinds of condition groups � for example, prices, discounts, surcharges,freight or taxes � can be determined.



Figure 118: 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 validityperiod. This can be useful when you want to have different price lists for differentyears or have discounts valid only for the duration of a special offer.

The values in a condition record (price, markup, discount) can be maintainedaccording to a value scale. You can specify an unlimited number of levels ina value scale.



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 certain settings in pricing Customizing



Lesson: Condition Maintenance and Pricing Functions

Lesson OverviewThis lesson goes into details of maintaining pricing related conditions in CRM.


� Carry out condition maintenance in SAP CRM

Business ExampleYou want to familiarize yourself with the pricing condition maintenance functionsin the SAP CRM system.

Figure 119: Condition Maintenance

General condition maintenance in the SAP CRM system is called using the SAPGUI:

SAP Menu→ Master Data→ Prices and Conditions→ Maintain Conditions

If you want to edit conditions for standard CRM business processes, enter CRM inthe application field and a suitable (condition) maintenance group.

You can merge the required condition types/condition tables using the conditionmaintenance groups in Customizing. In general condition maintenance, thecontext GCM allows you to make the corresponding selection of conditiontypes/condition tables.


CR100 Lesson: Condition Maintenance and Pricing Functions

Figure 120: Condition Maintenance Groups and Contexts

A condition maintenance group bundles condition tables and types for conditionmaintenance. There is a special view in condition maintenance for this.

The SAP CRM system contains general condition maintenance (GCM) as well asspecial maintenance contexts. In GCM, you can maintain the conditions that are incondition maintenance groups and which are assigned to the GCM maintenancecontext.

You can define separate condition maintenance groups and the assignment ofmaintenance contexts in Customizing:

SAP Implementation Guide→ Customer Relationship Management→ MasterData→ Conditions and Condition Technique→ Condition Technique: Basics→ Create Maintenance Group

SAP Implementation Guide→ Customer Relationship Management→ MasterData→ Conditions and Condition Technique→ Condition Technique: Basics→Define Maintenance Groups for Context



Figure 121: Pricing Analysis in Transactions: Example

You can carry out a pricing analysis. This is a log that gives you an overview ofthe transactions in automatic pricing.

You can use this information to check how the individual pricing elements fromthe item are calculated in the system.

The system displays information about each pricing transaction as well as the lastpricing transaction that was carried out. This enables you to compare pricingtransactions. This can be useful after failed searches or price changes.

Condition analysis is not available in the CRM WebClient UI. It can only beaccessed using the SAP GUI and when the corresponding transaction is created orchanged.

User parameter PRC_TRACE = X must be set.



Figure 122: Pricing: Functions

Differences between pricing in SAP CRM and SAP ERP:

� 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 beuseful after price changes or during an error search, for example.

� The pricing type cannot be predefined in SAP CRM when new pricing isstarted.

� Customer-specific SAP ERP formulas and requirements must be implementaccordingly in SAP CRM (IPC).



Figure 123: Tax Determination via TTE

If you create billing documents using CRM Billing, the taxes are determined viathe Transaction Tax Engine.

The TTE determines and calculates tax based on the condition records and taxexemption 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 type0TTE (for tax calculation and the net price) or 1TTE (for tax calculation and thegross price). We recommend that you use the 0CRM01 pricing procedure.

As of SAP CRM 4.0, there is a persistent tax document. This document isstored permanently in the system and can be accessed at all times. The persistenttax document comprises all input and output data for a particular TTE taxdetermination and calculation.

The simulation transaction TTE_SIMULATION supports:

Testing of all Customizing parameters

Testing of all tax calculation results

Saving of documents



Exercise 27: Condition Maintenance andCustomizing � Sales

Exercise ObjectivesAfter completing this exercise, you will be able to:� Maintain conditions in the CRM system� Perform certain basic Customizing settings related to pricing in transactions

Business ExampleYou want to set up your sales and service transactions so that when transactionsare processed, pricing is carried out and the relevant pricing elements are foundfor each business transaction. In addition, you want to familiarize yourself withcondition 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 ##Megastoreand 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 founda customer discount.

Note: Display the assignment block Prices on item level.

3. Can you enter the price element Customer Discount with a value of 5%manually?

4. In the future customers 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: SAP Menu→ Master Data→ Prices and Conditions→Maintain Conditions

Application: CRM

Maintenance group: BUPADISCOU

Sales area: Sales US; 30; 00




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?


_______________

Task 2:Customizing Pricing

1. What factors influence the determination of a pricing procedure? Where inthe system are the specific values of the factors for your special businesstransactions in the previous exercise?

Influencing factor 1______________________________________

Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________

2. Which pricing procedure is determined for your data in the transaction? Findthis 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 createdin 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 conditiontable/condition type. Use a suitable description.

Specify that this condition maintenance group is in the GCM (generalcondition maintenance) context.




2. In general condition maintenance, check whether you can display conditionmaster records of condition type PR00 in the condition maintenance groupZCMG##.



Solution 27: Condition Maintenance andCustomizing � SalesTask 1:Conditions and condition maintenance in the CRM system

1. Create a sales order of the type Sales Process with the account ##Megastoreand enter the product HT-1010 with a quantity of 10 pieces.

Hint: Choose Business Role Sales Professional


Choose Create→ Sales Order.

Choose Sales Process.


External Reference: Pricing ##.

Product ID: HT-1010

Quantity: 10

2. Check the item details of the transaction to see whether the system has founda customer discount.

Note: Display the assignment block Prices on item level.

a) Choose the Edit icon next to the item that you have just created in theItems assignment block.

In the item details, open the Prices assignment block.

The list of displayed price elements does not include a CustomerDiscount entry.


a) Choose Edit List in the Prices assginment block.

Choose New.

Price Element: Customer Discount

%: 5

The minus sign (�) is added automatically.

Choose Back and save the transaction.Continued on next page



4. In the future customers should always receive a Customer Discount of 3%.This agreement should last from today until the end of the year.



Application: CRM


Sales area: Sales US; 30; 00

a) SAP Menu→ Master Data→ Prices and Conditions→ MaintainConditions

Application: CRM


Choose Execute.

In the data area for the Condition Type (CCtC) field on the right, enterthe value 0K07 and confirm your entry. Enter:

Sales Organization: Sales US

Distribution Channel: 30

Division: 00

Sold-To Party: <number of ##Megastore>

Amount: 3

Valid From: Today

Valid�to Date: End of year

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.






_______________






Product ID: HT-1010

Quantity: 10

Choose the icon next to the item that you have just created in the Itemsassignment block.

In the item details, open the Prices assignment block.


The list of displayed price elements now includes the customerdiscount entry.


_______________


1. What factors influence the determination of a pricing procedure? Where inthe system are the specific values of the factors for your special businesstransactions in the previous exercise?


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________




a) The determination of the pricing procedure can be influenced by thefollowing factors:

Influencing factor 1: Sales organization

Specific value: Sales US (O 50000609)

Origin: Assignment block: Organizational Data

Influencing factor 2: Distribution channel

Specific value: Internet Sales (30)


Influencing factor 3: Division

Specific value: �


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 assignmentblock in the details of the transaction.

Additional information for influencing factor 4 (document pricingprocedure)

Choose Architecture and Technology → Configuration →Customizing.



Select entry ZSAL and choose Details.





Select the Sales transaction category and double�click Customizingheader in the dialog structure.

The document pricing procedure is CRM (9).

Additional information for influencing factor 5 (customer pricingprocedure)

Choose Account Management.


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).


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Pricing→ Pricing in theBusiness Transaction→ Determine Pricing Procedures

Choose Position.

Sales Organization ID: O 50000609 (Use the input help)


Division: < >

Document Pricing Procedure: 9

Customer Pricing Procedure: 1

Choose ENTER.

The pricing procedure found is 0CRM01.


1. You want to display the customer-specific material price, which you createdin ERP (condition type PR00), in the general condition maintenance.






a) SAP Customizing Implementation Guide→ Customer RelationshipManagement → Master Data → Conditions and ConditionTechniquie→ Condition Technique: Basics→ Create MaintenanceGroup

Choose New Entries.

Maintenance group: ZCMG##

Description: Maintenance group ##

Confirm your entry, select it and choose Condition MaintenanceGroup: 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 RelationshipManagement → Master Data → Conditions and ConditionTechniquie→ Condition Technique: Basics→ Define MaintenanceGroups for Context

Maintenance context: GCM

Choose New Entries.

Group: ZCMG##

Save your entries.




2. In general condition maintenance, check whether you can display conditionmaster records of condition type PR00 in the condition maintenance groupZCMG##.


Application: CRM


Choose Execute.

In the dialog structure on the left, select the fields Condition Typeand Sold-To Party.

Choose Select records ().

In the dialog box that is displayed, enter the following:


Sold-to Party: 3271

Choose Execute.

The condition records are displayed. However, it is not possible tochange the master record because it was transferred from the ERPsystem and is not intended for processing in the SAP CRM system.



Exercise 28: Condition Maintenance andCustomizing � Service (Optional)

Exercise ObjectivesAfter completing this exercise, you will be able to:� Maintain conditions in the CRM system� Perform certain basic Customizing settings related to pricing in transactions

Business ExampleYou want to set up your sales and service transactions so that when transactionsare processed, pricing is carried out and the relevant pricing elements are foundfor each business transaction. In addition, you want to familiarize yourself withcondition 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.


2. Check the item details of the transaction to see whether the system hasfound a Customer Discount price element.

Note: Display the service process item in the Prices assignmentblock.


4. In the future your customer ##Stockmann should always receive a CustomerDiscount of 3%. This agreement should last from today until the end ofthe year.






Application: CRM


Sales area: IDES TR, 10, 00

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.



_______________ [→ Data sheet]


1. What factors influence the determination of a pricing procedure? Where inthe system are the specific values of the factors for your special businesstransactions in the previous exercise (1�1)?


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________






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 upspecifically for this purpose.



2. In general condition maintenance, check whether you can display conditionmaster records of condition type PR00 in condition maintenance groupZCMG##.



Solution 28: Condition Maintenance andCustomizing � Service (Optional)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.





Sold�To Party: ##Stockmann.



Quantity: 2

2. Check the item details of the transaction to see whether the system hasfound a Customer Discount price element.

Note: Display the service process item in the Prices assignmentblock.

a) Choose the Edit icon next to the item that you have just created in theItems assignment block.

In the item details, open the Price Details assignment block.

The list of displayed price elements does not include a customerdiscount entry.





a) Choose Edit List in the Price Details assginment block.

Choose New.

Price Element: Customer Discount

%: 5

The minus sign (�) is added automatically.

Choose Back a few times and save the transaction.

4. In the future your customer ##Stockmann should always receive a CustomerDiscount of 3%. This agreement should last from today until the end ofthe year.



Application: CRM


Sales area: IDES TR, 10, 00


Application: CRM


Choose Execute.

In the data area for the Condition Type (CCtC) field on the right, enterthe value 0K07 and confirm your entry. Enter:

Sales Organization: IDES TR


Division: 00

Customer: <Number of ##Stockmann>

Amount: 3

Valid From: Today

Valid�to Date: End of year

Save your data.Continued on next page



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.



_______________ [→ Data sheet]




Sold�To Party: ##Stockmann.



Quantity: 2

Choose the Edit icon next to the item that you have just created in theItems assignment block.

In the item details, open the Price Details assignment block.


The list of displayed price elements now includes the CustomerDiscount entry.


_______________


1. What factors influence the determination of a pricing procedure? Where inthe system are the specific values of the factors for your special businesstransactions in the previous exercise (1�1)?


Origin: ___________________________________________


Origin: ___________________________________________


Origin: ___________________________________________





Origin: ___________________________________________


Origin: ___________________________________________

a) The determination of the pricing procedure can be affected by thefollowing factors:

Influencing factor 1: Sales organization

Specific value: IDES TR (O 50005807)


Influencing factor 2: Distribution channel

Specific value: Final customer sales (10)


Influencing factor 3: Division

Specific value: ��


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 assignmentblock in the details of the transaction.

Additional information for influencing factor 4 (document pricingprocedure)

Choose Architecture and Technology → Configuration →Customizing.






Select entry ZS## and click on the Details icon ().

In the dialog structure, double�click Assignment of BusinessTransaction Categories.

Select the Sales transaction category and double�click Customizingheader in the dialog structure.

The document pricing procedure is called SP : Contract (S).

Additional information for influencing factor 5 (customer pricingprocedure)

Choose Account Management.


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).


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Pricing→ Pricing in theBusiness Transaction→ Determine Pricing Procedures

Choose Position.

Sales Organization ID: O 50005807 (Use the input help)


Division: < >

Document Pricing Procedure: S

Customer Pricing Procedure: 1

Choose ENTER.

The pricing procedure found is 0CRM02.





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 upspecifically for this purpose.



a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Master Data→ and Condition Technique→Condition Technique: Basics→ Create Maintenance Group

Choose New Entries.


Description: Maintenance group ##

Confirm your entry, select it and choose Condition MaintenanceGroup: Detail in the dialog structure on the left.

Choose New Entries.

Counter: 1

Application: CRM

Usages: PR

Condition table: SAP305


Description: Customer�spec. Material price ##

Save your entries.

SAP Customizing Implementation Guide→ Customer RelationshipManagement→Master Data→ Conditions and Condition Technique→ Condition Technique: Basics→ Define Maintenance Groupsfor Context

Maintenance context: GCM

Choose New Entries.

Group: ZCMG##

Save your entries.




2. In general condition maintenance, check whether you can display conditionmaster records of condition type PR00 in condition maintenance groupZCMG##.


Application: CRM


Choose Execute.

In the dialog structure on the left, select the fields Condition Typeand Sold-To Party.

Choose Select records ().

In the dialog box thatis displayed, enter the following:


Choose Execute.

The condition records are displayed. However, it is not possible tochange the master record because it was transferred from the ERPsystem and is not intended for processing in the SAP CRM system.



Lesson Summary

You should now be able to:� Carry out condition maintenance in SAP CRM


Unit Summary CR100

Unit SummaryYou 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 certain settings in pricing Customizing� Carry out condition maintenance in SAP CRM


Unit 10CRM Billing

Unit Overview


� Explain the document flow in SAP CRM� Create and describe billing documents� Name the Customizing settings relevant for CRM Billing

Unit ContentsLesson: Overview of CRM Billing... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .358Lesson: Customizing CRM Billing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .366

Exercise 29: Creating Billing Documents � Sales.. . . . . . . . . . . . . . . . . . . . .373Exercise 30: Creating Billing Documents � Service (Optional). . . . . . .381


Unit 10: CRM Billing CR100

Lesson: Overview of CRM Billing

Lesson OverviewThis lesson provides an overview of the billing process in SAP CRM.


� Explain the document flow in SAP CRM� Create and describe billing documents

Business ExampleYou want to use CRM Billing to invoice service transactions and customer orders.You need to familiarize yourself with the general concepts of CRM Billing.

Figure 124: System Landscape

In SAP CRM, you can issue invoices for various business transactions. Theseinclude invoices for:

Sales orders (with or without reference to delivery)Service contracts, service orders, service confirmations, confirmationprocessing

You can use CRM Billing to combine service order items and sales order items inthe invoices. This simplifies communication with your customers.


CR100 Lesson: Overview of CRM Billing

If you want to invoice only CRM sales orders and you are currently using SAPSales and Distribution (SAP SD), you have the option of using either SD Billing orCRM Billing. You should normally use CRM Billing to invoice contracts, serviceorders, 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 topost billing documents in financial accounting.

The billing component in SAP CRM is a billing engine application that isgenerated beforehand. When you make Customizing settings for billing, makethese for the CRM Billing application.

Figure 125: Process Overview

During Input processing, CRM Billing takes over billing-relevant items fromdifferent 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 fromnon-SAP systems to the CRM Billing due list. It supports the formats IDoc; XMLSOAP via HTTP; XML via SAP NetWeaver Exchange Infrastructure

For more information, see the documentation for function moduleCRMXIF_BEA_DL_CRMB_SAVE.

If possible during Billing, the system groups related billing due list items fromdifferent CRM business transactions into a joint billing document. The billing duelist can process due list items as part of an individual billing or as part of collectivebilling. It is also possible to perform the execution in the background.



Output processing consists of invoice output, the transfer to SAP Financials, andretrieval in SAP BI. The output is performed using SAP Smart Forms. The postingof billing data takes place either in SAP FI-AR or in SAP FI-CA. CRM Billingprovides all relevant billing data for statistical reports (BI Content).

Figure 126: Input Processing

When you save a business transaction in which at least one item is relevant tobilling, the system automatically transfers the data from this billing request itemto the billing due list in CRM Billing.

CRM Billing uses the data from Customizing to determine the item category inCRM Billing for the transferred data record. When the system cannot determinean item category (if, for example, the item category determination is not set upcompletely), the system has to reject the transferred data record because billing isnot possible without the item categories (the billing due list is incomplete).

CRM Billing saves all successfully processed and completed data as billing duelist 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 correspondingindicator.



Figure 127: Billing Process

As a sub process of general billing, CRM Billing transfers billing due list itemsto billing document items and assigns these to the billing document headers.Therefore, billing documents (for example, invoices, credit memos and debitmemos) are created from items which come from a wide range of CRM businesstransactions.

Split criteria in billing document header data includes the billing unit, payer,bill-to-party, billing document type, billing date, terms of payment and theSplit Criteria field. You can also influence the split criteria using the copyingrequirements. To do so, follow the Customizing path: SAP ImplementationGuide→ Customer Relationship Management→ Billing→ Define CopyingRequirements.

Figure 128: Billing Documents



Billing documents are not exchanged between the CRM and ERP systems.

As long as the invoices have not been transferred to accounting, you can makecertain changes to the invoices (such as changing the value date, the prices andtexts).

CRM invoices generate the sales data for the rebate.

You can cancel individual billing documents and also execute collectivecancellations. The system transfers cancellation information to financialaccounting automatically.

Figure 129: Billing Execution

Perform billing in the SAP GUI if

You are using variants to perform collective billing. Variants are a group ofpredefined selection criteria for billing.You want to bill individual transaction items (for example, a monthly invoicefrom a service order).



Figure 130: Output Processing

Output processing in CRM Billing aids the transfer of follow-up applications andSAP 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)

Connection of any non-SAP application to the external interface of CRM Billing �You can find more information about connection under Interfaces for connectingto 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 interfacein CRM Billing).

Smart Forms process the invoice in the layout you require. The formation ofa specific invoice depends on the billing type of the corresponding action (forexample 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 (conditiontechnique).



Figure 131: Billing Option: Billing Plans

You use billing plans to schedule individual dates for billing for a product orservice, independent of the product delivery or provision of the service. Youcan either bill the same amount at regular intervals (periodic billing plan) or billdifferent amounts at specified dates that have been predefined (milestone billingplan).

The billing plan specifies when a certain amount is invoiced.

Service contracts and leasing scenarios in particular use billing plans.

You set up billing plan types and billing plan determination in Customizing:

SAP Implementation Guide → Customer Relationship Management →Transactions→ Basic Settings→ Billing Plan



Lesson Summary

You should now be able to:� Explain the document flow in SAP CRM� Create and describe billing documents



Lesson: Customizing CRM Billing

Lesson OverviewThis lesson goes into details of customizing the billing process in SAP CRM.


� Name the Customizing settings relevant for CRM Billing

Business ExampleYou want to use CRM Billing to invoice service transactions and customer orders.You need to familiarize yourself with the relevant Customizing settings.

Figure 132: Customizing Organizational Data

You need to specify which units are responsible for creating billing documents inyour 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 serviceorganization.


CR100 Lesson: Customizing CRM Billing

You can assign more than one sales organization to a billing unit (cross-salesorganization billing)

Billing units are assigned uniquely to company codes.

Figure 133: Billing Document Customizing: Unit Summary

In order to use all CRM Billing functions, you must maintain all the activitiesin the Implementation Guide under the Billing node. To find the billing node,choose the following path in the Implementation Guide: Customer RelationshipManagement→ Billing.

Under Define Billing Types, determine the billing types for CRM Billing. A billingtype specifies a billing document's characteristics and properties. The billing typeattributes 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 duelist items and the billing items. The item category attributes specify how thesystem behaves during input processing and billing.

Under Item Category Determination, make the settings for item categorydetermination in CRM Billing. Item category determination is used to definethe 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 CRMBilling to a specific combination of transaction type (process type of sourceapplication) and an item category of the relevant CRM business transaction.



Figure 134: Example: Customizing of the Service Confirmation

This figure shows extracts from standard SAP CRM Customizing. The exampleshows the confirmation of a service order with three typical items that are notrelevant for billing. A confirmation transaction is created with other item types asa follow-up transaction.

In the example, the (transaction) item types of the confirmation are set as relevantfor billing. In standard systems, the billing relevance is set to Transaction-relatedbilling after completion. In this situation, it is necessary to complete theconfirmation and the service order for billing. You also then use the Release forBilling function. If the billing relevance is set to Order-related billing acc. toorder quantity, the billing due list is created when the confirmation is completed.

In billing Customizing, the �determination� is set by the billing item categories. Inthe 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 categorySCN. This is F2SV in the example.

Note that the contents of the pricing procedure of the transaction to be billed mustmatch 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 pricingprocedure to the billing type.



Figure 135: Example: Customizing of a Delivery-Related Sales Order

The example on this figure and the next illustrates a distribution-relevant CRMsales order (the replicated ERP sales order is not shown on this page) with deliveryprocessing in the ERP system. Billing takes place in the CRM system.

Hint: Note: The transaction types and transaction item categories thatare shown here are different from those in standard systems.

The transaction item category of the CRM sales order is set a relevant for (CRM)billing. Standard CRM systems contain the billing relevancies Delivery-RelatedBilling [F] and Delivery-Related Billing � No Zero Quantities [G].

In this situation, an invoice requires two entries in billing item categorydetermination. Note that the (first) billing item category that is found and which isgenerated by the CRM order item is flagged as a dependent item. This billingdue list item cannot be selected in the billing due list.

After successful delivery processing (and goods issue posting), a second billingdue list item is generated which may then be invoiced.

Note that the price determination settings and price conditions must be maintainedin CRM when delivery-related CRM Billing is used.



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 asecond billing due list item.

When you set the Dependent Item indicator in Customizing for CRM Billing, youcan define billing item categories so that the billing due list items which theycontain from the data transfer are dependent on another business transaction. Onlythe data of this business transaction that is transferred later can be billed.

So, for example, order item TAND is a dependent item which cannot be selectedin the billing due list. If the delivery occurs in the ERP system and delivery itemTAN is transferred to CRM Billing, item TAN can be billed.

Note: A special setting can be made to change the underlying systemconfiguration 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 transferredfrom SAP CRM to SAP ERP. Instead, unchecked deliveries are createdimmediately in SAP ERP. An unchecked delivery is a delivery documentthat contains requested delivery dates and quantities that were transferredfrom the sales order. In a subsequent program run in the background, SAPERP converts the unchecked deliveries into checked deliveries.



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 billingwith accounting applications. Settings regarding document types, accounts andtax codes for accounting documents are made here.

Figure 138: Configuring the Billing Application

The billing engine framework enables you to adjust the CRM Billing invoiceapplication flexibly.



For details of the additional functions in the context of CRM Billing, see

SAP Implementation Guide→ Customer Relationship Management→ Billing→Configure Application



Exercise 29: Creating Billing Documents� Sales

Exercise ObjectivesAfter 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

Business ExampleYou want to settle sales and service transactions with CRM Billing and so youwant 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 noteof the IDs/numbers.


Note: Search for accounts that have the role Billing Unit.

2. Check Customizing to see which of these billing units was assigned to thesales organization Sales US.

3. Check Customizing to see which company code is assigned to the billingunit.

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 ERPsystem.

1. Create the sales order in the CRM system and check whether it wastransferred to the ERP system.

Save the order and note the number.

__________________ [Data sheet]




2. Call the ERP system and perform the following logistical follow-upfunctions.

(a) Deliver your order.

Note: SAP Menu→ Logistics→ Sales and Distribution→ Shippingand Transportation→ Outbound Delivery→ Create→ SingleDocument→ 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→ Shippingand Transportation→ Picking→ Create Transfer Order→ SingleDocument

Alternative access from the delivery itself: Menu: SubsequentFunctions→ 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 billingdue 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 thebilling due list.

6. Create a billing document for your entry/transaction.

_____________ [Data sheet]

7. Are accounting documents generated in the ERP system?

Task 3:Check the relevant Customizing for CRM Billing.

1. Check the Billing-relevance indicator for the item category ZSAL (whichwas determined in your transaction).




2. Find out which billing item category is assigned to your source processcategory LF (Delivery) in source item category ZSAL.

3. Take a look at the details for this item category. What billing type is usedby default? Do billing due list items need to be released before they can bebilled?



Solution 29: Creating Billing Documents� SalesTask 1:Relevant organizational data for CRM Billing.






Role is: Billing Unit



Numbers of the billing units:

407491, 401013, 400021, 408800, 33, 405890, 406383 and possiblyothers also.


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Master Data→ Organizational Management→Cross-System Assignment of Organizational Units→ Assign BillingUnits to Sales Organizations

Billing Unit 33 is assigned to sales organization O 50000609 (SalesUS).


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Master Data→ Organizational Management→ Cross-System Assignment of Organizational Units→ AssignCompany Codes to Billing Units

Company Code 3000 is assigned to Billing unit 33.




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 ERPsystem.

1. Create the sales order in the CRM system and check whether it wastransferred to the ERP system.


__________________ [Data sheet]




Sold-To Party: ##MegastoreExternal Reference: Billing##Product ID: HT-1000Quantity: 1


__________________ [Data sheet]

2. Call the ERP system and perform the following logistical follow-upfunctions.

(a) Deliver your order.

Note: SAP Menu→ Logistics→ Sales and Distribution→ Shippingand Transportation→ Outbound Delivery→ Create→ SingleDocument→ 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→ Shippingand Transportation→ Picking→ Create Transfer Order→ SingleDocument

Alternative access from the delivery itself: Menu: SubsequentFunctions→ Picking




Note the delivery number if it has not yet taken place.

_____________ [Data sheet]

a) Deliver your order.

SAP Menu→ Logistics→ Sales and Distribution→ Shipping andTransportation→ Outbound Delivery→ Create→ Single Document→ With Reference to Sales Order

Shipping point: 3800Selection date: one week from todayOrder: Your order number

Choose Continue.

Save the outbound delivery.

___________ [Data sheet]

b) Pick the outbound delivery.

SAP Menu→ Logistics→ Sales and Distribution→ Shipping andTransportation→ Picking→ Create Transfer Order→ SingleDocument

Warehouse Number: 038Delivery: Your delivery numberForeground/Background: BackgroundAdopt Pick Quantity: 1

Choose Continue.

The transfer order is created.

3. Check the CRM system to see whether your transaction is in the billingdue 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 theoutbound delivery has not yet been posted.




4. Post the goods issue for your outbound delivery in the ERP system.

a) SAP Menu→ Logistics→ Sales and Distribution→ Shipping andTransportation→ Outbound Delivery→ Change→ Single Document

Delivery: Your delivery number

Without going to the details of the delivery you choose Post GoodsIssue.

5. Check the CRM system again to see whether your transaction is in thebilling due list.

a) Choose Billing.


Payer 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?

Answer: Yes, accounting documents are generated automatically inthis situation.Use the hyperlink in the billing due list to go to the details of the billingdocument that you have just created.Alternatively choose Billing followed by Search→ Billing Documents.In the details of the billing document, an Accounting document entry isdisplayed in the Follow-Up Transactions assignment block.Choose the hyperlink and, if necessary, log on with the user data of theERP system.





1. Check the Billing-relevance indicator for the item category ZSAL (whichwas determined in your transaction).

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement → Billing→ Define Billing Relevance of ItemCategories

Go to item category ZSAL.

Billing relevance: Delivery-Related Billing.

Note: The corresponding ERP item type in the sales order hasbilling relevance Q (delivery-related CRM billing).

2. Find out which billing item category is assigned to your source processcategory LF (Delivery) in source item category ZSAL.

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Billing→ Item Category Determination→ AssignItem Categories

Choose CRMB (CRM Billing).

Go to the line with Source Process Category LF and Source ItemCategory ZSAL.

Billing item category ZDEL is assigned.


Answer: SAP Customizing Implementation Guide → CustomerRelationship Management→ Billing→ Define Billing Item CategoriesChoose 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 tobe released before billing can take place.



Exercise 30: Creating Billing Documents� Service (Optional)

Exercise ObjectivesAfter 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

Business ExampleYou want to settle sales and service transactions with CRM Billing and so youwant to familiarize yourself with this application.

Task 1:Relevant organizational data for 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 employeeLou Windham. Enter a duration of 60 minutes.

1. Create the confirmation in the CRM system and complete it by setting therelevant status.

Save the confirmation and note the number.

__________________ [Data sheet]




2. Create a billing document for your confirmation.

3. Are accounting documents generated in the SAP ERP system?


1. Check the Billing-relevance indicator for the item category SVCP (whichwas determined in your transaction).

2. Find out which item category for billing is assigned to your source transactioncategory ZSEC (Confirmation) and source item category SVCP.




Solution 30: Creating Billing Documents� Service (Optional)Task 1:Relevant organizational data for CRM Billing.






Role is: Billing Unit



Numbers of the billing units:

407491, 401013, 400021, 408800, 33, 405890, 406383 and possiblyothers also.


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Master Data→ Organizational Management→Cross-System Assignment of Organizational Units→ Assign BillingUnits to Sales Organizations

Billing Unit 33 is assigned to sales organization O 50000609 (SalesUS).


a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Master Data→ Organizational Management→ Cross-System Assignment of Organizational Units→ AssignCompany Codes to Billing Units

Company Code 3000 is assigned to Billing unit 33.




Task 2:Create a service confirmation of the type Confirmation (ZSEC) for customer##Megastore with product SRV1_4 (2 AU) and the executing service employeeLou Windham. Enter a duration of 60 minutes.

1. Create the confirmation in the CRM system and complete it by setting therelevant status.

Save the confirmation and note the number.

__________________ [Data sheet]


Choose Create→ Service Confirmation.

Choose Confirmation.

Description: CRM Billing ##Sold-To Party: ##MegastoreExecuting Service Employee: 400440 (Lou Windham)Product ID: SRV1_4Quantity: 2 (AU)

Choose the Edit action for your item and enter an Actual Durationof 60 Minutes.

Hint: Observe the item category Service Confirm.

Choose Back.

Choose the status Completed.

Choose Save.

__________________ [Data sheet]




2. Create a billing document for your confirmation.

a) Choose Billing.


Payer ID: Number of ##Megastore

Choose Search.

Select the line with your entry.

Choose Individual Billing.

Choose Continue.

Choose Save.

_____________ [Data sheet]

3. Are accounting documents generated in the SAP ERP system?

Answer: Yes, accounting documents are generated automatically inthis situation.Use the hyperlink in the billing due list to go to the details of the billingdocument that you have just created.Alternatively choose Billing followed by Search→ Billing Documents.In the details of the billing document, an Accounting document entry isdisplayed in the Follow-Up Transactions assignment block.Choose the hyperlink and, if necessary, log on with the user data of theERP system.


1. Check the Billing-relevance indicator for the item category SVCP (whichwas determined in your transaction).

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement → Billing → Define Billing Relevance of ItemCategories

Go to item category SVCP (Service Confirm).

Billing relevance: Transaction-Related billing According to OrderQuantity




2. Find out which item category for billing is assigned to your source transactioncategory ZSEC (Confirmation) and source item category SVCP.

a) SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Billing→ Item Category Determination→ AssignItem Categories

Choose CRMB (CRM Billing).

Go to the line with Source Process Category ZSEC and Source ItemCategory SVCP.

Billing item category SCN is assigned.


Answer: SAP Customizing Implementation Guide → CustomerRelationship Management→ Billing→ Define Billing Item CategoriesChoose CRMB (CRM Billing).Take a look at the details for item category SCN.The billing type Invoice Service Transaction (ZFSE) is the default value.The Billing Block indicator is not set; in other words, invoices do not haveto be released before billing can take place.



Lesson Summary

You should now be able to:� Name the Customizing settings relevant for CRM Billing


Unit Summary CR100

Unit SummaryYou should now be able to:� Explain the document flow in SAP CRM� Create and describe billing documents� Name the Customizing settings relevant for CRM Billing


Unit 11CRM Middleware

Unit Overview


� 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 ContentsLesson: Overview of CRM Middleware .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .390Lesson: Data Exchange between SAP CRM and SAP ERP... . . . . . . . . . . .397

Exercise 31: Administration Console .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .403Exercise 32: Object Managemement and Data Transfer from an ERPSystem .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .407

Lesson: Consistency and Monitoring of the Data Exchange.. . . . . . . . . . . . .411Exercise 33: Data Exchange and Troubleshooting .. . . . . . . . . . . . . . . . . . .417


Unit 11: CRM Middleware CR100

Lesson: Overview of CRM Middleware

Lesson OverviewThis lesson describes the purpose of CRM Middleware and its functionality.


� Describe the main tasks of the CRM Middleware

Business ExampleYou would like to get a basic understanding of data exchange between SAP CRMand other systems works.

Figure 139: Technical Integration via CRM Middleware

The SAP CRM system with the CRM Middleware and CRM applications formsthe core of the CRM system landscape. The CRM Server can run as a stand-alonesolution 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 handhelddevices. Laptops use the solutions for Mobile Sales and Mobile Service, whichare synchronized (using the CRM Middleware) with the applications on the SAPCRM Server. Handheld devices can be used in either online or offline mode.


CR100 Lesson: Overview of CRM Middleware

Figure 140: CRM System Landscape

The CRM Server contains the CRM Middleware, which handles the dataexchange between internal applications and major external components (forexample, a back-end SAP ERP system, SAP BI system or non-SAP system).The CRM Middleware also synchronizes the databases of mobile clients withthe CRM database.

Mobile clients are normally laptop computers on which theMobile Sales/MobileService application is executed. Mobile clients are usually connected temporarilyto the CRM Server for the data exchange. The mobile clients are connected to theCRM Server via the communication station.

SAP NetWeaver Business Intelligence

The CRM Middleware can exchange messages with non-SAP systems viastandard 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.



Figure 141: CRM Server Architecture

The data exchange between the CRM Middleware and external systems isperformed via adapters. The adapters map and convert data between variousformats.

The CRM system supports the handling of CRM business objects such asbusiness partners, activities, opportunities, products and product catalogs inseveral CRM functional areas such as CRM Web Channel, CRM InteractionCenter, Telesales, and Campaign Management. The CRM Server applicationsexchange data with the CRM adapter via the CRM Middleware.

Business Documents (BDoc) are used for data exchange and data processingwithin a CRM system environment (business documents process and transferbusiness objects as a single unit). Synchronization BDocs handle datasynchronization with mobile clients; messaging BDocs are used for messagingbetween components such as SAP ECC and SAP CRM.



Figure 142: Business Documents (BDocs): Motivation

The advantage of using Business Documents (BDocs) as a data container forprocessing business objects that logically belong together (for example, all dataabout one order or one partner) and for transporting them in a single unit is thatthis avoids having to process or transport several individual table entries.

BDoc messages are used for data processing within the CRM system and for datareplication in mobile clients.

BDoc types are defined and managed in the BDoc Repository with the the BDocModeler.

Figure 143: What are BDocs?



When talking about BDocs, a distinction must be made between BDoc type, theBDoc instance and the BDoc message:

A BDoc type or BDoc structure must be defined for each required business object,for example, contact person and sales order. It contains all table entries that makeup the corresponding business object.

A BDoc instance is a concrete example of a given BDoc type containing all fieldvalues. It does not exist as a BDoc yet but is still to be found in the database.

A BDoc message (or just BDoc) contains modified fields only. These include newfields and deleted fields. The difference between a BDoc message and a BDocinstance is that there is only one BDoc instance for a business object but therecan 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 messagewhere all fields are filled.

Figure 144: Inbound and Outbound Processing

During a data exchange, the data enters the CRM Server through the appropriatequeue. The data is validated through a validation service. The messaginglayer uses messaging BDoc types for the data exchange with the CRM Serverapplications, ERP back end systems and external systems.

The administration console determines the recipients of the data. The appropriateadaptor services are called and sent to the outbound queue.



The CRMMiddleware can apply simple intelligent replication to messaging BDoctypes. A messaging BDoc type acts like an envelope: the CRM Middlewarecannot access the data inside the envelope but can access data on the envelope.Each application uses different address information so that, for example, salesorders can be routed according to the sales organization.



Lesson Summary

You should now be able to:� Describe the main tasks of the CRM Middleware


CR100 Lesson: Data Exchange between SAP CRM and SAP ERP

Lesson: Data Exchange between SAP CRM and SAPERP

Lesson OverviewThis lesson explains how data exchange between CRM and ERP is facilitated byCRM Middleware. It also covers administration of CRM Middleware.


� Explain and perform the data exchange between an SAP CRM and SAPERP system

� Administrate the essential features of the data exchange

Business ExampleYou would like to get an understanding of data exchange processes between SAPCRM and SAP ERP.

Figure 145: Data Exchange between ERP Back End and the CRM System

Initial loads from the ERP to CRM system are controlled byObject Management.You can use filter criteria to restrict the range of the data according to yourrequirements. Any filter criteria also apply to the delta data exchange.



To start the initial load, use transaction R3AS (SAP Menu→ Architecture andTechnology→ Middleware→ Data Exchange→ Initial Load→ Start)

Any filter criteria that are changed later on must be checked very carefully as, insome circumstances, this can lead to inconsistencies in the data. See SAP Note544001 for more information about this.

The distribution of data from CRM to other systems (including ERP) is controlledby the administration console.

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 arebusiness partner master data, orders and product master data. Adapter objects arestored 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 processand has been defined for each application. Generally, initial loads and delta loadscan be performed from SAP ERP to SAP CRM and vice versa (and from SAPCRM to CDB in the case of mobile scenarios).



Figure 147: Object Management - Initial Load

You can load Customizing objects and business objects from the SAP back-endsystem to SAP CRM.

Customizing objects are usually loaded before business objects.

Occasionally, the sequence in which objects are loaded may be significant, forexample when downloading customer material info records from SAP ERP. Insuch cases, you must load business partner information, material masters and plantinformation first before you begin to load customer material information.

To start the initial load, choose the following path: SAP Menu→ Architecture andTechnology→ Middleware→ Data Exchange→ Initial Load→ Start.

Figure 148: Object Management - Load Filtering (Initial/Delta)

The objects to be exchanged between CRM and SAP ERP systems can be filteredusing filter criteria.



Filters for the initial load are also used for the delta load from the SAP R/3 system.For the initial load toward the SAP R/3 system, there is no filtering of the loadobjects.

Filter settings, which are stored in table SMOFFILTAB, refer to table fields. Thefilter for business objects are predefined (stored in table SMOFFILFLD) whereasfilters for Customizing or condition objects can be set on existing fields.

Filter options allow the filtering of business objects at the source, at the target,or at both the source and the target for business objects. However, business dataare usually filtered at the source. Customizing or condition objects can be filteredat the source only.

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→ ObjectManagement→ Business Objects, Customizing Objects or Condition Objects.

Figure 149: Starting and Monitoring the Initial Load

While there are no restrictions for repeating data transfers from SAP ERPto CRM, data transfers from CRM to the consolidated database follow adifferent logic. To avoid inconsistencies between the consolidated database andmobile application databases, a repeated initial data transfer from CRM to theconsolidated database is prevented. If you are sure that no Mobile Clients havebeen supplied with data or that no data can be extracted again, then a repeatedinitial data transfer from CRM to the consolidated database can be carried out. Todo this, you must change an entry in table SMOFINICUS (for more information,go to the SAP Library).



The transaction used to monitor the initial load is under Architecture andTechnology→Middleware→ Data Exchange→ Initial Load→Monitor Objects.If the initial load is not successful, read SAP Note 309734. This contains someuseful hints on making a general error analysis.

You can also use the middleware portal or monitoring cockpit underArchitecture 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 themobile clients (sites A, B and C), SAP ECC back end (site D) or non-SAP backend (site E).

There is no hierarchy in this system. The data is therefore stored in the CRMdatabase and in the local client databases. No storage repository exists forregulating distribution.

Data is replicated to sites (local databases) and not to individual persons. Areplication model defines the rules for how data is distributed. The replicationmodel 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 replicationobjects, publications and subscriptions

Managing mobile employee (users) and their passwords

Defining sites, the logical representation of data receivers within the CRMMiddleware



Assigning employees to sites (for mobile client sites only)

Defining and administering organizational structures.

Figure 151: Replication Model

The above model describes simple intelligent replication - such as transfer of datato the mobile clients.

The BDoc Modeler can be called using the following path:

SAP Menu→ Architecture and Technology→ Middleware→ Development→Meta Object Modeling→ BDoc Modeler

� Replication objects, publications and subscriptions can be administeredusing 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.



Exercise 31: Administration Console

Exercise ObjectivesAfter completing this exercise, you will be able to:� Make and reproduce certain settings in the administration console

Business ExampleThe settings in the administration console are instrumental in defining datadistribution to other systems.

For this reason, you should make sure you are familiar with some administrationconsole�s features.

Task:Familiarize yourself with the administration console. The administration consoleessentially specifies which data from the CRM system is to be distributed to othersystems.

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: __________________

Logical system: __________________

3. Take a closer look at the RFC destination and perform a test to find outwhich 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 aremote 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?



Solution 31: Administration ConsoleTask:Familiarize yourself with the administration console. The administration consoleessentially specifies which data from the CRM system is to be distributed to othersystems.

1. Start the administration console.

a) SAP menu→ Architecture and Technology→ Middleware→Administration→ 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: __________________

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) The RFC destination is DII_800 and the logical system isT90CLNT090.

3. Take a closer look at the RFC destination and perform a test to find outwhich 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 aremote 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 systemthat you used during this course.

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?

a) Double-click the entry All Business Partners (MESG) in the dialogstructure on the left or R/3 in the site details (Subscriptions tab page).

b) What is the assigned publication and replication object?

If you called up the details of the subscription, choose the Publicationstab page. The publication name is All Business Partners (MESG).The replication object is called BUPA_MAIN.

c) Are there criteria values assigned to the subscription?

No. The replication object is of type Simple bulk (msg). Criteriavalues cannot be assigend to publications/subscriptions.



Exercise 32: Object Managemement andData Transfer from an ERP System

Exercise ObjectivesAfter 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

Business ExampleBefore carrying out the initial load, you need to perform some importantpreparatory tasks. These include defining suitable filter criteria for data transfers.

You familiarize yourself with object management so that you can define datatransfers from the ERP system to the SAP CRM system more accurately.

Task:Familiarize yourself with object management. In object management, you specifywhich 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 adapterobject. 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 accountgroup Sold-to party R/3→ CRM and check whether this is transferredsuccessfully to the SAP CRM system.

Use transaction VD01 or choose SAP Menu→ Logistics→ Sales andDistribution→ Master Data→ Business Partner→ Customer→ Create→ Sales and Distribution

Enter a form of address, a name and the country.

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?



Solution 32: Object Managemement andData Transfer from an ERP SystemTask:Familiarize yourself with object management. In object management, you specifywhich 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 adapterobject. Which Business Document (BDoc) is the adapter object linked to?

a) SAP menu→ Architecture and Technology→ Middleware→ DataExchange→ 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 accountgroup Sold-to party R/3→ CRM and check whether this is transferredsuccessfully to the SAP CRM system.

Use transaction VD01 or choose SAP Menu→ Logistics→ Sales andDistribution→ Master Data→ Business Partner→ Customer→ Create→ Sales and Distribution

Enter a form of address, a name and the country.





a) Use transaction VD01 or choose SAP Menu→ Logistics→ Sales andDistribution→ Master Data→ Business Partner→ Customer→Create→ Sales and Distribution

Account group: Sold-to party→ R/3 CRM

b) Choose ENTER

Title: Company

Name: ##Transfer

Country: US


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.

The CRM account number equals the ERP customer number.



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


CR100 Lesson: Consistency and Monitoring of the Data Exchange

Lesson: Consistency and Monitoring of the DataExchange

Lesson OverviewThis lesson addresses data consistency and monitoring in the CRM Middlewareenvironment.


� Assess monitoring options for data exchange

Business ExampleYou would like to get on overview of CRM Middleware monitoring options.Besides tools that allow to synchronize data you want to understand whichmonitoring options are available.

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.

Requests: If you already know where the inconsistencies are you can use a request.The request loads selected data (business, customizing data and conditions) froman 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 allobjects. The transactions to define and start a request are R3AR2 and R3AR4,respectively

Figure 153: Data Integrity Manager

With the Data Integrity Manager (DIMa), you can detect and repair inconsistenciesbetween objects across components within the SAP CRM system landscape.

The Data Integrity Manager compares data in different components and displaysinconsistencies. The data comparisons are always carried out for the CRMdatabase, the R/3 back-end database, the CRM database and the consolidateddatabase.

For many objects, it is also possible to synchronize the data with the Data IntegrityManager.

There are two comparison types available in the Data Integrity Manager: headerdata comparison and detailed data comparison. A header data comparison checkswhether object instance exist in both databases. A detailed data comparisoncompares 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 moreinformation.



Figure 154: Monitoring Overview

The following list contains some useful CRM Middleware transactions.

� 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)



Figure 155: Displaying BDoc Messages - SMW01

The Display BDoc Messages function lists all BDoc messages (transactionSMW01). 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.

BDoc succession in the case of a mobile scenario

Successfully processed messages appear with a green light, those still in processwith a yellow light, and those with an unrecoverable error with a red light. If amessage is in process and does not get processed within a reasonable amount oftime, it is possible to restart the message, view the message content, or discardthe message. A BDoc message can be flagged as deleted. (However, note thatdeleting BDoc messages can lead to data inconsistencies.) It is also possible tomake a second attempt at processing.

You should delete successfully-processed BDoc messages at regular intervals.This is usually done using scheduled reorganization jobs.



Figure 156: Hints for an Error Analysis

A possible error is that a business object is processed in a CRM Serverapplication, 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 performthe following steps:

Check the displayed BDoc messages including the middleware trace information.

Check the outbound queue

Check the table BDOC_TRACK in the SAP ECC system (which showsinformation 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 systemassigned to your site (in the administration console), and the CRM Middlewareparameter settings in the CRM system and the SAP ECC system (for example,CRMRFCPAR).



Exercise 33: Data Exchange andTroubleshooting

Exercise ObjectivesAfter completing this exercise, you will be able to:� Call a monitor that is important for data exchange� Process incorrect BDoc messages

Business ExampleIt is inevitable that BDoc messages will occasionally be processed with errors.You deliberately cause an incorrect data transfer for a business partner. You thensearch for the error and rectify it.

Task:In the following exercise you exchange business partner data between the ERP andSAP 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 inChange mode. For test purposes, use transaction BP in the SAP GUI todisplay the business partner.

2. In the ERP system, change the customer ##Stockmann by entering anadditional region and saving the master record (for example).

3. Check that this change is displayed in the SAP CRM system. To do this, exitthe business partner transaction and restart it.

4. Take a look at the BDoc message that was generated during this dataexchange.

Note: Use transaction SMW01 or SAP Menu→ Architecture andTechnology→ 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.

5. Take a look at the error message. Why does the message have the errorstatus (E04)?

6. Ensure that the business partner ##Stockmann is not being processed in theCRM system and reprocess the BDoc message. Check that the data has beenprocessed correctly by, for example, opening the business partner again.



Solution 33: Data Exchange andTroubleshootingTask:In the following exercise you exchange business partner data between the ERP andSAP 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 inChange mode. For test purposes, use transaction BP in the SAP GUI todisplay 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 anadditional 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

Choose ENTER.

Region: for example, 01

Save your data.

3. Check that this change is displayed in the SAP CRM system. To do this, exitthe business partner transaction and restart it.

a) Use transaction BP.

The changes are not displayed.




4. Take a look at the BDoc message that was generated during this dataexchange.

Note: Use transaction SMW01 or SAP Menu→ Architecture andTechnology→ 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.

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 sendtime and send date.

5. Take a look at the error message. Why does the message have the errorstatus (E04)?

a) Select the relevant entry (red traffic light) and choose BDoc MessageError / Recipient .

One of the messages indicates that the business partner is currentlybeing processed.

6. Ensure that the business partner ##Stockmann is not being processed in theCRM system and reprocess the BDoc message. Check that the data has beenprocessed 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 cananswer using Yes.

After reprocessing, the CRM business partner should contain thecorrect data and one region only.



Lesson Summary

You should now be able to:� Assess monitoring options for data exchange


CR100 Unit Summary

Unit SummaryYou 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


Unit Summary CR100


Unit 12CRM WebClient UI

Unit Overview


� Explain the CRM WebClient UI and its basic structure

Unit ContentsLesson: Overview of CRM WebClient UI .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .424

Exercise 34: Business Roles ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .437


Unit 12: CRM WebClient UI CR100

Lesson: Overview of CRM WebClient UI

Lesson OverviewThis lesson gives a brief overview of SAP CRM WebClient UI.


� Explain the CRM WebClient UI and its basic structure

Business ExampleYou would like to get a basic understanding of the CRM WebClient UI and itsconfiguration options.

Figure 157: CRM WebClient UI - Application

The CRMWebClient UI is designed for business users in companies and providesa 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.


CR100 Lesson: Overview of CRM WebClient UI

Figure 158: Adjusting the CRM WebClient UI

There are different levels of UI configuration possible. Simple layout changes canbe done without any programming needs. Both standard Customizing and easy touse tools like the UI Configuration Tool can be used to adapt the UI.

For more complex UI changes the Component Enhancement Concept can beutilized.

The figure above gives an overview of the tools that can be used to adjust theCRM WebClient UI. Some of these tools are described in the following.

Figure 159: Business Roles



The standard SAP CRM system contains a number of predefined business rolesfor different CRM users. These business roles include:

� 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 ofyour business role, and importing this XML file to SAP NetWeaver Portal.

You generate an XML file of your business role in Customizing, by choosing SAPCustomizing Implementation Guide→ Customer Relationship Management→ UIFramework→ Portal Integration→ Upload Business Role .

Business rules are maintained in Customizing.

SAP Implementation Guide→ Customer Relationship Management→ UIFramework→ Business Roles→ Define Business Role

Figure 160: Assignment of a Business Role

In the organizational model a business role is assigned to an organizational unit orto a position.

Employees or system users are assigned to positions.



You can edit the organizational model in the SAP GUI and the CRMWebClient UI.

For test purposes, user parameter CRM_UI_PROFILE can be used to assign abusiness role directly to a user.

Figure 161: CRM WebClient UI - Terminology

This figure above shows some of the important terms that are used in the CRMWebClient UI.

Figure 162: Customizing Business Roles and Navigation Bars

The joint Customizing of business roles and navigation bars means that users areassigned only the role-specific entries, tasks, reports and information that arerelevant 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 arepartially grouped (reusability).

You can define work centers and links in a business role as inactive or hidden.

It is also possible to maintain business role customizing in the CRMWebClient UI.Therefore create a Navigation Bar Profile including the Work Center CT-ADMIN.

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) orservice order SERVICEPRO))

Launch transaction: uses the transaction launcher to open an integrated externalapplication.

BI Report: opens a BI report page.



Figure 164: Adding External Applications - ITS

You can add external application to the CRM WebClient UI by using thetransaction 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

See OSS notes 888931 and 990216 for the relevant ITS settings and the correctway of calling SAP GUI transactions with ITS.



Figure 165: Technical Information

Use function key F2 to display the technical information for the component, theview names and other details.

Using specific personalization options, certain users can display special keys inthe CRM WebClient UI. A user can use these keys to start the UI configurationdirectly.

Personalize→ Personalize settings : Activate configuration mode.

Note: Authorization object CRMCONFMOD controls whether users can activatethe configuration mode.

Figure 166: The Component Workbench



Procedure for starting the UI configuration:

� To start the component workbench, choose SAP Implementation Guide→Customer Relationship Management→ UI Framework→ UI FrameworkDefinition→ Access BSP Component Workbench (Transaction codeBSP_WD_CMPWB).

� The access BSP WD screen is displayed.� Note: Use the icon next to the component field to toggle the display of the

enhancement set field. An enhancement set is a parenthesis around severalenhancements 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 use the UI configuration tool to configure views and pages that are madeup 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)

Figure 168: Role Configuration Key

Customer-specific adjustments to the UI can be performed using a roleconfiguration key.

The role configuration key is created in Customizing:

SAP Implementation Guide→ Customer Relationship Management→ UIFramework→ Technical Role Definition→ Define Role Configuration Key

A role configuration key can be assigned to one or more business roles.



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).

Figure 170: Application Enhancement Tool



The Application Enhancement Tool (AET) has been introduced to enhance CRMapplications. 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 theApplication Enhancement Tool.

Optionally you can launch the Application Enhancement Tool via administrativelinks 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, availablefor the following systems or applications:

Business Intelligence (BI) reportingCRM interactive reporting (as characteristic or key figure)R/3 Adapter CRM Mobile (Synchronized BDocs). For CRM Mobile, theenhancement has to use the Z namespace.

Figure 171: Easy Enhancement Workbench

The Easy Enhancement Workbench is a development tool that can be used toenhance SAP applications (called business objects from now on).



Wizards are used in the workbench to define customer enhancements of businessobjects. The workbench takes over all other development activities from the user(database tables, screens and application logic are created automatically). Thecustomer enhancement is then added to the standard SAP system automatically.

This means that users without ABAP knowledge can also make enhancements tothe standard SAP system. Customer enhancements can be achieved more quicklyand are easier to maintain.

The technical composition of an enhancement created with the Easy EnhancementWorkbench is no different from one created manually. In both cases, transportableABAP objects are created and the same customer exists, business transactionevents or BAdIs are implemented.

The only difference is the way that the required objects are created. Theautomation provided by the Easy Enhancement Workbench is achieved throughtemplate objects that are adjusted to the enhancement definition and created by agenerator.

In most cases, the enhancement applies to all systems. For example, when youenhance a business object in CRM, the data exchange to other systems (BDoc) isalso adjusted.

The system landscape must be configured appropriately for cross-systemgeneration.

Figure 172: Component Enhancements - Changing Views

The framework enhancement concept is based on component enhancements; inother words, it involves enhancements to the functions of the standard components,standard views and standard controllers that are provided by SAP. If you want toadjust standard SAP components according to your business requirements for



example, first check whether you can use the UI configuration tool. If you want tomake 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 Note1122248.



Exercise 34: Business Roles

Exercise ObjectivesAfter 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

Business ExampleYou want to examine the business roles that structure the CRM WebClient UI andmake 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 islogged on with the business role 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 navigationbar?

Task 2:Copy an existing business role in Customizing. Make a minor adjustment to thisrole then assign it to a position in organizational management.

1. Copy the existing business role SALESPRO with all dependent entriesto Z##SALES (## Sales Professional) and use the PFCG role IDZ##_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:




Work Center ID: SLS-ACCGroup ID: SLS-MD-SRLogical Link ID: MD-BPH-SR

Remove the Visible indicator from the direct link groups:

Group ID: SLS-CREATELogical Link ID: MKT-LEA-CR

Task 3:Test your changed business role by logging on to the CRM WebClient UI againand 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 doyou notice?

c) How many quick create entries are there in the lower area of the navigationbar?

Task 4:Adjust the UI for the Account application. You want to make customer-specificchanges to the display of the Account Details (general data). Use the UIconfiguration tool to do this.

1. Determine the technical information for the Account (General Data)application. What is the component, the view and the role configurationkey 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 (forexample).

Function key F2 displays the required information.

2. In Customizing, create a role configuration key Z##RCK (##Configuration).

SAP Customizing Implementation Guide→ Customer RelationshipManagement→ UI Framework→ Technical Role Definition→ Define RoleConfiguration Key




3. Use the Access BSP Component Workbench Customizing activity to start theUI 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 Configurationto the new role configuration key.

e) Make some UI changes by holding the ALT key and clicking a relevantfield (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.

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 theaccount ##Stockmann and test your settings.



Solution 34: Business RolesTask 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 islogged on with the business role SALESPRO?

a) Log on to the CRM WebClient UI and choose the business role SalesProfessional (SALESPRO).

b) There are eleven main entries (Home,Worklist, ... and Reports).

2. How many second level entries are available in Account Management?

a) There are four entries (Accounts, Contacts, Account Plans andAccount Hierarchies).

3. How many Quick Create entries are there in the lower area of the navigationbar?

a) There are five entries (create Appointment, Interaction Log, Task,Contact and Quotation.

Hint: In the first exercise you were asked to remove threequick create links (Create E-Mail, Lead and Opportunity.




Task 2:Copy an existing business role in Customizing. Make a minor adjustment to thisrole then assign it to a position in organizational management.

1. Copy the existing business role SALESPRO with all dependent entriesto Z##SALES (## Sales Professional) and use the PFCG role IDZ##_CRM_UIU_SLS_PROFESSIONAL.

a) In Customizing, choose:

SAP Customizing Implementation Guide→ Customer RelationshipManagement→ UI Framework→ Business Roles→ Define BusinessRole

Select the SALESPRO entry.

Choose Copy As...

Business Role: Z##SALESDescription ## Sales ProfessionalPFCG Role ID: Z##_CRM_UIU_SLS_PROFES-

SIONAL

Choose ENTER.

Confirm the next dialog box and save the data.




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.

a) Log on to the CRMWebClient UI and choose the SALESPRO businessrole.


Choose Search→ Organizational Model.

Find by: Position

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 modelusing 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) The new entry ## Sales Professional is displayed in the business roleselection screen.

4. Adjust the new business role.





Remove the Visible indicator from the direct link groups:




Group ID: SLS-CREATELogical Link ID: MKT-LEA-CR



Select the entry Z##SALES and double-click the Adjust WorkCenters entry in the dialog structure on the left.

The work center ID is SLS-ACC.


Set the Inactive indicator for the SLS-EMAIL ID.


Double-click Adjust Work Center Group Links.

Choose Position.


Remove the In Menu indicator.

d) Add the Visible indicator for two links within direct link groupSLS-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.

Task 3:Test your changed business role by logging on to the CRM WebClient UI againand selecting your business role.

1. Log on to the CRM WebClient UI and choose the new business role ##Sales Professional (Z##SALES).






c) How many quick create entries are there in the lower area of the navigationbar?


No, this entry is no longer displayed.


The search for Account Hierarchies is no longer displayed at thesecond level.

c) How many quick create entries are there in the lower area of thenavigation bar?

There are two entries available.

Task 4:Adjust the UI for the Account application. You want to make customer-specificchanges to the display of the Account Details (general data). Use the UIconfiguration tool to do this.

1. Determine the technical information for the Account (General Data)application. What is the component, the view and the role configurationkey 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 (forexample).

Function key F2 displays the required information.

a) Component: BP_HEAD

View: BP_HEAD/AccountDetails

Role Configuration Key: ZTSALESPRO

2. In Customizing, create a role configuration key Z##RCK (##Configuration).




SAP Customizing Implementation Guide → Customer RelationshipManagement→ UI Framework→ Technical Role Definition→ Define RoleConfiguration Key

a) Choose SAP Reference IMG.

SAP Customizing Implementation Guide→ Customer RelationshipManagement→ UI Framework→ Technical Role Definition→Define Role Configuration Key

Choose New Entries.

Role Config. Key: Z##RCK

Description: ##Configuration

Choose Save.

3. Use the Access BSP Component Workbench Customizing activity to start theUI configuration tool.

a) Display the corresponding component.


c) Choose the Configuration tab page

d) Switch to change mode and copy the Standard Default Configurationto the new 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 BSPComponent Workbench

Display the corresponding component.

Component: BP_HEAD

Choose Display.


Choose Views→ BP_HEAD/AccountDetails.

Double-click this view.

c) Choose the Configuration tab page.

Log on with your CRM user and password.

d) Switch to change mode and copy the Standard Default Configuration tothe new role configuration key.

Choose Change .

Choose Copy Configuration.

Choose Yes.

Role Config. Key Z##RCK

Leave the other key fields unchanged.

Choose ENTER


You can usually:

� Change field labels� Declare required entry fields� Move fields� Add new fields� Change the sizes of field names

Save your changes.




4. Assign the role configuration key Z##RCK to the business role Z##SALES.

a) In Customizing, choose:


Select the Z##SALES entry.

Choose Details

Role Config. Key Z##RCK

Save

5. Restart the CRM WebClient UI and choose your business role. Change theaccount ##Stockmann and test your settings.

a) Choose Account Management→ Search→ Accounts

View the account details of ##Stockmann.



Lesson Summary

You should now be able to:� Explain the CRM WebClient UI and its basic structure


CR100 Unit Summary

Unit SummaryYou should now be able to:� Explain the CRM WebClient UI and its basic structure


Unit Summary CR100


CR100 Course Summary

Course SummaryYou should now be able to:

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

Related Information

� [Enter an optional reference using the URL or CrossReference tag toadditional information that learner may find useful. Examples includewebsites or whitepapers. Delete if not used.]


Course Summary CR100


IndexAAccess Sequence (Partner),261

Access Sequences (Pricing),325

Account, 25Account Classification, 46Account Fact Sheet, 32Account Group, 57Account Hierarchy, 51Account Life Cycle, 48Action Monitor, 294Action Profile, 287Actions, 286Activities, 221Activity Journal, 229Activity Management, 220Activity Monitor, 232Adapter Objects, 398Administration Console, 398,401

Application EnhancementTool, 434

Appointment, 221Attribute (Product), 113BBase Hierarchies, 111BDoc Message, 393BDoc Messages, 414BDocs, 392Billing, 359Billing Documents, 362Billing Engine Framework,371

Billing Item Categories, 367Billing Item CategoryDetermination, 367

Billing Methods, 361

Billing Types, 367Billing Unit, 366Blocking Reason (TransactionType), 151

Business Activity, 221Business Add-In, 12Business Partner, 24Business Partner Relationship,28

Business Partner Role, 27Business Role, 426Business Transaction, 144Business TransactionCategory, 151

Buying Center, 32CCalendar, 230Client-Based GroupwareIntegration, 230

Competitor Product, 107Component Workbench, 431Condition MaintenanceGroup, 331

Condition Records, 328Condition Tables, 326Condition Types, 324Contact, 25Copy Conditions, 190Copying Control, 189CRM Billing, 358CRM Interactive Reports, 233CRM Middleware, 4, 390Customizing, 11Customizing Download, 399DData Integrity Manager, 411Date Management, 196Date Profile, 196


Index CR100

Date Rules, 196Dates, 195Determination Rules, 90Durations, 196EE-Mail, 221Easy EnhancementWorkbench, 434

Employee, 25FFilter Criteria, 399Follow-Up Transaction, 191GGeneral ConditionMaintenance, 330

Group, 27Grouping, 25Groupware Adapter, 231IIncompleteness Check, 199Incompleteness Procedure,200

Initial Loads, 398Interaction Log, 221Invoices, 358IPC, 320Item Actions, 145Item Category, 152Item Category Determination,152

LLogical Links, 428MMarketing Attributes, 45Material Master, 105Monitoring Cockpit, 401NNavigation Bar, 427Notes, 193OObject Management, 397

Organization, 27Organizational DataDetermination, 89

Organizational Management,74

Organizational Model, 74Organizational Unit, 77PPartner Determination, 255Partner DeterminationProcedure, 261

Partner Function, 260Partner Function Category,260

Partner Processing, 254Partners (in Transactions),256

Person, 26Post Processing Framework,287

Postion, 77Pricing, 320Pricing Procedure, 322Processing Type (for Actions),290

Product, 104Product Categories, 114Product Relationships, 107Product Templates, 113Product Types, 105QQuestionnaires, 228RRequests, 411Role Configuration Key, 432SSales Office, 79Sales Organization, 79SAP Business AddressServices, 30

Schedule Conditions, 288Server-Based GroupwareIntegration, 231

Service Product, 105


CR100 Index

Set Type, 110Sites, 401Smart Forms, 290Start Conditions, 288Status Profile, 198Subsequent Referencing, 192Survey Suite, 228Surveys, 228System Status, 197TTask, 221Tax Determination, 334Templates (for BusinessPartners), 31

Text DeterminationProcedure, 194

Text Types, 194Texts, 193Transaction History, 190Transaction Tax Engine, 334Transaction Type, 150UUI Configuration Tool, 432User Status, 197WWarranty, 106


Index CR100


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