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CR800 CRM E-

Commerce (E-Selling, E-Service)

FS310 Inkasso/Exkasso

THE BEST RUN BUSINESSES RUN SAP

© SAP AG 2006

CR800

CRM E-Commerce

mySAP CRM / BBPCRM 500 2006/Q2

50079171



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Copyright



SAP AG 2004

Prerequisites

Prerequisites:

CR100 CRM Base Customizing

R

ecommended:

You may deepen your knowledge of SAP CRM 5.0 E-Commerce

functionalities by studying the respective mySAP CRM Learning

Maps

CR700 CRM Service



SAP AG 2004

Target Group – Duration

Target Groups:

Employees of companies involved in implementingmySAP CRM E-Commerce (E-Selling and E-Service)*

E-Commerce consultants

Duration:

Three days

* This course does not cover the specific characteristics of the ISA

(SAP R/3 Edition).



SAP AG 2004

Course Objectives

This Course will enable you to:

Customize the mySAP CRM E-Commerce (E-Selling and E-Service)scenarios

Outline the different features of the B2C and B2B Web shops

Customize the E-Commerce specific aspects of the Customer

Relationship Management (CRM) system.

Create and maintain your own catalog as well as your own Web shop

Enhance the Web shop with additional features such as Upselling,

Accessories, Product Recommendations, Contract Negotiation,

Request for Quotation, Batches, and so on



SAP AG 2004

Content

8. E-Service

9. E-Analytics

Appendix

Units1. Foundation and Architecture

2. Shop and User Management

3. Catalog Setup

4. Order and Contract Processing

5. Price Determination and ATP

Check

6. Additional E-Selling Scenarios

7. E-Marketing



SAP AG 2004

Main Business Scenario

You work for IDES, Inc. IDES, Inc. is a manufacturer of

Hardware and Software and uses SAP's ECC system in

sales and distribution.

IDES, Inc. purchased the CRM E-Commerce solution as a

platform for selling its products on the World Wide Web.

Since the company deals with both business partners and

consumers, IDES, Inc. is going to set up a B2B shop and a

B2C shop offering different ranges of products.

You and your implementation team are responsible for

designing and implementing mySAP CRM E-Commerce.



© SAP AG CR800 1-1

SAP AG 2004

Foundation and Architecture

8. E-Service

9. E-Analytics

Appendix

Units

1. Foundation and Architecture2. Shop and User Management

3. Catalog Setup


5. Price Determination and ATPCheck


7. E-Marketing



© SAP AG CR800 1-2

SAP AG 2004

Foundation and Architecture

E-Commerce within mySAP CRM

E-Selling Shops (B2B and B2C)

E-Commerce within SAP Solution

Manager

E-Selling Architecture



© SAP AG CR800 1-3

SAP AG 2004

Foundation and Architecture: Unit Objectives

At the conclusion of this unit, you will be able to:

Describe features and advantages of the SAP CRM

E-Commerce solution

Explain how SAP CRM E-Commerce is integrated in SAP Solution

Manager

Describe the main components of the architecture

Understand the usage of a Web shop within Channel

Management



© SAP AG CR800 1-4

SAP AG 2004

Foundation and Architecture I

E-Commerce within SAP CRM

Delivered E-Selling Shops B2B and B2C)

E-Commerce within the Solution

Manager


The mySAP CRM E-Selling solutions provide:

• A complete solution that supports both B2B and B2C relationships. SAP provides templates that

companies can tailor to meet their specific business needs. These include B2B, B2C, as well as

direct and indirect selling scenarios.

• A personalized buying experience for customers so that sales, service, interactions, and information

are tailored specifically to the need to of each customer. Personalization of content, products,

prices, and interactions allow customers to receive a more relevant and effective interaction,

resulting in increased customer satisfaction and higher close rates.

• Convenient, easy-to-use, interactive selling and service. Customers have 24x7 access to all of the

information and processes that they need to purchase products and services and perform self-

service from your company. Customers have anytime access to product information, pricing, order,

and account status, and service history, as well as the ability to configure complex products or

engage in guided selling activities to help them select the best fit solution for their business needs.

If the information these customers need is not available online, they can immediately contact a

customer service representative, online, to resolve their questions through e-mail, call-backrequests, chat, and co-browsing.

• End-to-End processes that are fully-integrated from pre-sales to sales to fulfillment, to invoicing

and receivables, through post-sales services.

• In addition, mySAP CRM E-Selling enables you to extend your processes across your demand

network to incorporate partners into your E-Commerce strategy.

• Ultimately reduce your overall cost of sales with lower cost per sales transaction, reduced errors

and need for technical support, reduced human interaction for each sale, and lower number of calls

to your call center.



© SAP AG CR800 1-5

SAP AG 2004

E-Selling

E-Marketing

E-Service

E-Analytics

mySAP CRM E-Commerce

mySAP CRM E-Commerce:B2B shop

B2C shop

Best sellers

Internet Customer Self Service

Encompassing sales, service, and marketing interactions,

as well as analytical methods

E-Commerce

mySAP CRM provides an E-Commerce platform that enables companies to turn the Internet into a

profitable sales and interaction channel for both business customers and consumers. The E-Commerce

applications extend across the enterprise, encompassing sales, service, and marketing interactions, as

well as analytical methods. E-Selling

This key area provides comprehensive capabilities for selling products and services via the Internet,

while creating a new, strategic sales channel. Organizations can provide customers with personalized,

interactive, and easy-to-use sales and self-services via the Web, and streamline sales and fulfillment

operations to enable an end-to-end order-to-cash process. Companies can support business-to-business

or business-to-consumer selling scenarios, while significantly reducing their cost of sales.

E-Service

Within a Web environment customers can take advantage of services such as:Knowledge management, which includes product-specific FAQs, advanced search capabilities, and

integrated knowledge bases

Self-help services, which enable users to manage their accounts, installed bases, registered products,

service requests, complaints and returns, as well as view their contract and warranty entitlementsLive Web collaboration, a tool which lets customers communicate with a service representative via e-

mail, Internet telephony, chat sessions, or collaborative sessions

E-Analytics

This scenario enables you to record system information and customer behavior from SAP Customer Relationship Management (SAP CRM). The recorded data can then be analyzed by the SAP Business

Information Warehouse (SAP BW). E-Analytics in E-Commerce incorporates both the analysis of

technical aspects regarding the availability and performance of Web servers and Web pages, and the

examination of customer behavior on individual Web pages.



© SAP AG CR800 1-6

SAP AG 2004

mySAP CRM E-Commerce – Deployment Modes

E-Commerce with SAP CRM

E-Commerce with SAP ECC

E-Commerce within a Portal

mySAP CRM E-Commerce mySAP CRM Channel Management

E-Commerce with Channel Partners

CollaborativeShowroom

Partner Portal

With mySAP CRM Channel Management SAP delivers a fourth interaction channel between your

company and the customer in addition to your Sales force (Field), your call center (Interaction Center)

and your Web shop (E-Commerce) for example. The focus of Channel Management is the indirect salesachieved with the help of the partners of your company.

E-Commerce with SAP R/3 (SAP Internet Sales R/3 Edition) enables companies to turn the Internet

into a profitable sales channel – without a CRM deployment (just using sales data and order management

from SAP R/3 SD).

Enhancements through E-Commerce with SAP CRM by an upgrade from E-Commerce with SAP R/3

include:

Marketing and personalization (including cross/up selling, related accessories, bestseller-list)

Rule based ATP check using APO

Super User Concept

Call-off from contracts

Guided Selling

E-Service (Internet Customer Self Service)

Live customer support (Live Web Collaboration)

E-Commerce within a Portal: See next slide



© SAP AG CR800 1-7

SAP AG 2004

SAP ECC

The SAP E-Selling Solutions

FI

SD

LESSAP CRM E-Commerce

B u s i n e s s P a r t n e r ,

M a t e r i a l M a s t e r

S a l e s ( O r d e r )

S a l e s O r d e r P

r o d u c t C a

t a l o g

SAP CRM

Product

Product CatalogBusiness Partner

Sales (Order)

SAP ISA R/3 Edition

SAP's solutions for selling products over the Internet are SAP CRM E-Commerce and SAP Internet Sales

R/3 Edition:

SAP CRM E-Commerce

Integral component of the SAP CRM system

The Internet is considered to be a strategic sales channel

Enhanced system architecture

Larger range of functions (One-to-One Marketing, Guided Selling, advanced catalog maintenance,catalog export functionality)

SAP Internet Sales R/3 Edition:

The customer works productively with the SAP R/3 system and wants to establish an additional sales

channel using the Internet

This channel can be set up very quickly using the SAP ISA R/3 Edition

Available for all SAP R/3 systems (as of release 4.0)

Administration of majority of data in SAP R/3

System architecture can be enhanced if required

If you upgrade from Internet Sales R/3 Edition to SAP CRM E-Commerce, no new Web layout is

required. The same JSP files can also be used by SAP E-Commerce. The majority of the required effort

is in the installation and Customizing of the CRM server.



© SAP AG CR800 1-8

SAP AG 2004

Customer Portal: E-Commerce within a Portal

Web shop

E-Service

Billing(Biller direct)

E-Analytics

The Customer Portal provides a single point of access to

E-Selling, E-Service, and Online Support and Self-Services

Customer Portal features:

Direct access to sales and service applications

Single sign-on

Full contact history of sales and service activities

Personal product recommendations

News and information pushed to customers

Service Center & Dealer locator (partner locator)

Online billing and payment

Personalization features

Access to live support

Administrative self-services

Billing: You can integrate mySAP FSCM – Biller Direct to your customer portal to enable online

billing and payment (additional licensing of mySAP FSCM– Biller Direct is required). User

Management for applications like the Web shop and Biller Direct will we based on the User

Management Engine (UME) of the portal to enable single-sign-on access.

As an alternative, Biller Direct can also be used with the Web shop without the portal (if you call Biller

Direct from the Web shop, the Web shop needs to create a SS02 Ticket, which in turn needs to be

accepted by Biller Direct).

Benefits: Usage of Biller Direct from the Web shop:

Web based billing and payment for available as self-service for customers

Maintenance of master data (like additional credit cards or bank accounts)



© SAP AG CR800 1-9

SAP AG 2004

Accessing a solutions database

Frequently asked questions

Creating and updating service requests

Complaint handling

Maintaining installed base components

Searching for service contracts

Example Customer Portal: The Workset “Services”

The Workset Services gives the portal user access to the E-Service

functionality of mySAP CRM. Service functions include self-service

activities such as:

E-Service will be discussed in detail later.



© SAP AG CR800 1-10

SAP AG 2004

Channel Management: E-Commerce with Channel Partners

Collaborative Showroom

Joint Web shop offering of

the brand owner and his

channel partners to

customers

Partner Portal

Brand owners provide

partners with self-service

capabilities, as well as

relevant information andcontent, critical business

transactions, and powerful

analytics.

Incorporate partners in your E-Commerce strategy and

enable collaborative selling across organizational

boundaries

Channel

Manager

Customer

Channel

Partner

The goal of CRM Channel Management is to increase profitability in the indirect sales channel.

E-Selling is multi-dimensional:

Customers interact with the partners of the manufacturer and use Web shop or Customer Portal

Partners interact with the manufacturer and the customer, and use the Partner Portal

Employees in the manufacturer's company interact with partners and use the Channel Manager Portal

Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and

marketing of products and services. Customers have a single point of access to browse and purchasefrom across the entire partner network.

Partner Portal – Companies can use this portal to inform their partners about new products, distribute

collateral and documentation, convey company news, offer training courses, and announce upcoming

promotions. It supports key processes that companies undertake with partners, including lead

management, the creation and tracking of sales and purchase orders, collateral procurement, and

analytics.



© SAP AG CR800 1-11

SAP AG 2004

Channel Management Example: Lead Management

Manufacturer Partner Customer

Lead Customer Visit / Call

Partner Orders Order-on-Behalf (of Customer)

Delivery to Customer

Billing Document

Commission Information

Purpose of Lead Management with Channel Partners: Distribution of new leads to the partner with the

skills and expertise to best meet the customer’s needs.

You can use this business scenario to automate your initial pre-sales process by streamlining the capture,distribution, qualification, and analysis of leads in the channel management context. This frees up your

sales department to focus on the most valuable prospects. With the help of leads you can provide a

streamlined link between marketing and sales so as to accelerate the process between first interest and

sales.

In this scenario, leads are created with relevant contextual information either by the brand owner or the

channel partner. If created by the brand owner, they are routed to the appropriate partners. After the

partner accepts the lead, the partner contacts the related customer and further qualifies the lead. Based on

the on the response from the customer, the partner updates the lead status and converts it to an order-on-

behalf, if required. At the end of this process, the channel manager updates the lead metrics to optimize

future lead routings.

This scenario also facilitates various roles, such as Lead Manager, Channel Manager, Partner Manager,and Partner Employee. Your interaction center agents or sales representatives can also use this feature

Partner Orders/Order-on-Behalf: Within the partner portal the partner can either:

Create a Partner Order via the Partner Shop

Create an Order-on-Behalf via the Customer Shop



© SAP AG CR800 1-12

SAP AG 2004

Foundation and Architecture II


Delivered E-Selling Shops (B2B and B2C)


Manager




© SAP AG CR800 1-13

SAP AG 2004

Business-to-Consumer Scenario: Example

A customer (consumer)

browses in the personalized

Web shop and searches for a

specific product. She is also

interested in the product

proposals.

She adds two products to

her shopping basket,

checks for accessories, and

views the suggested cross-and up-selling products.

An availability check forher selected products is

performed to confirm the

requested delivery date.

The customer changes the deliveryaddress, selects payment via credit

card, and orders.

The order is automatically

transferred to the backend system.

One day later the

customer checks

the order status.

B2C Web shop

Consumer

Features of the B2C Shop:

Registration as consumer

Product recommendations

Quick search in product catalog

Compare products

Product configuration

Price information

Save data and call up shopping basket

Delivery addresses can be changed (at header level)

Several payment methods are supported (invoice, cash on delivery, credit card)

Delivery type can be chosen

Text attachment can be added to the order

Order confirmation

Search through orders

Check status

Catalog and Order Mgmt. B2B for Occasional Users: Within this scenario it is possible to use a B2C

shop not with a consumer but a customer (enabling a customer to use a B2C shop). Set up: Maintain

XCM scenario b2boccasionalcrm.



© SAP AG CR800 1-14

SAP AG 2004

Business-to-Business Scenario: Example

A business partner for an

organization logs on to the

personalized Web shop. His

specific catalog view isdisplayed.

Back in the catalog he searches

for additional products, checks thesuggested cross- and up-selling

products and adds some of them

to the order.

He realizes that one of the

products is part of a

contract. After viewing the

contract details, he adds

this product to the order.

An availability check

is performed to

confirm the requested

delivery date.

He changes the delivery

address for specific lineitems and orders.

The order is automatically

transferred to the backend

system.

He knows the material

number of some items and

adds them to his shopping

basket by entering these

numbers directly.

One day later the

customer checks

the order status.B2B Web shop

Consumer

Features of the B2B Web shop:

Personalized views

Product recommendations

Customer-specific pricing in Web catalog and basket

Quick search in product catalog

Compare products

Quick order entry

Product configuration

Online availability check in catalog

Order templates

Save data and call up shopping basket

Delivery addresses, type, and date can be set on item and header lever

Payment based on general terms and conditions in master data for the corresponding business partner

Text attachment for order and/or item

Order confirmation Display of quotations, orders, order templates, contracts, invoices, credit memos, and down payments

Check status (open, completed, partially delivered, cancelled)

Change order (depending on fulfillment status)

Request for quotation

Contracts and contract negotiation

Price analysis in basket

Batches in basket

Live Web collaboration



© SAP AG CR800 1-15

SAP AG 2004

Foundation and Architecture III


Delivered E-Selling Shops (B2B and B2C)


Manager




© SAP AG CR800 1-16

SAP AG 2004

E-Commerce within the Solution Manager

Configuration Structures mySAP CRM 5.0

Basic Settings for E-Commerce

Special Settings for ISA (R/3 Edition)

Special Settings for E-Service

Special Settings for E-Selling

Scenarios

E-Commerce

Catalog and Order Mgmt…

E-Commerce specific content:

Configuration content for E-Commerce can be found within the SAP Solution Manager. Within the SAP

Solution Manager you can generate your own installation guide specific to the chosen scenario.

Under Configuration Structures you find basic settings (for example, E-Service) that you need to applyregardless of the chosen E-Service scenario.

Under Scenarios you find all scenario-specific configuration.

Please keep in mind that for E-Commerce you have to apply the basic settings for mySAP CRM and

Sales.



© SAP AG CR800 1-17

SAP AG 2004

Scenarios (E-Commerce) within the Solution Manager


In B2B in E-Commerce

In B2C in E-Commerce

In B2B for Occasional Users

With External Catalog Integration

With One-Step Business

Contract Management

Interactive Selling and Configuration

Live Web Collaboration

Shop Management

Web Auctions


In B2B in E-Commerce

In B2C in E-Commerce

In B2B for Occasional Users

With External Catalog Integration

With One-Step Business

Contract Management

Interactive Selling and Configuration


Shop Management

Web Auctions

E-Selling

Complaints and Returns Management

Service Request Management

Solution Search



Solution Search

E-Service

E-Commerce scenarios based on ISA (R/3 Edition) not listed

E-Commerce scenarios:

Catalog and Order Management in E-Commerce: Provides a centralized product catalog and enables

Web customers to receive quotations or place orders for products and services. This scenario is delivered

with a selection of scenario variants, each differing in specific processes.

Contract Management: Enables you to create long-term agreements that contain information about prices and products for customers or group of customers.

Interactive Selling and Configuration: Provides customers with a rich online shopping experience that

helps them choose the products and services that best meet their business needs. Multimedia content,

guided selling, configuration advice, and real-time pricing empowers customers with all of the

information that they need to make an online purchasing decision without human intervention.

Live Web Collaboration: Assists customers who have queries or encounter problems while using the

Web shop (integration with the CRM Interaction Center).

Shop Management: As a Web shop manager, you can use this business scenario to create, view, change

or delete Web shops.

Web Auctions: Selling via e-Bay. Not listed on the slide are the following E-Commerce scenarios based on ISA (R/3 Edition):

Catalog and Order Mgmt. B2B for Internal Users in ISA (R/3 Edition)

Catalog and Order Mgmt. B2B ISA (R/3 Edition)

Catalog and Order Mgmt. B2C ISA (R/3 Edition)

Catalog and Order Mgmt. B2B for Occasional Users in ISA (R/3 Edition)

Catalog and Order Mgmt. with External Catalog in ISA (R/3 Edition)



© SAP AG CR800 1-18

SAP AG 2004

Foundation and Architecture IV


Delivered E-Selling Shops B2B and B2C)


Manager




© SAP AG CR800 1-19

SAP AG 2004

Business ExecutionBusiness Execution

SAP Internet Sales Architecture

Business ServiceBusiness Service Internet

Interaction/Presentation

Internet

Interaction/Presentation

Internet

Browser

SAP Internet

Pricingand

Configurator

(IPC)

SAP Internet

Pricingand

Configurator

(IPC)

Search

Engine (TREX)

Search

Engine (TREX)

Web

Server

Web

Server

SAP

J2EE

Engine

SAP

J2EE

Engine

• not required for SAP Internet Sales (R/3 Edition)

SAP R/3 System

P l u gI n

P l u gI n

Non SAP R/3

System

A d a p t or

A d a p t or

Business

Information

Warehouse

(BW) *

mySAP CRM *

Product Master

Product Catalog

Order

Business Partner

Marketing

…

Advanced

Planner

andOptimizer

(APO) *

Mi d d l ew ar e

Mi d d l ew ar e J

av a C onn e c t or

J av a C onn e c t or

The following components are required for SAP Internet Sales:

CRM Server, IPC, Index Server and SAP J2EE Engine, Browser

TREX = Index Management Service (IMS) system consisting of two parts:

IMS base component

- Realized in ABAP system (CRM base component)

- Creating, deleting, indexing, and updating of indexes

IMS search server: Trex (formerly called DrFuzzy)



© SAP AG CR800 1-20

SAP AG 2004

SAP Internet Sales: Efficient Load Distribution

Front Office Service

20%

Backend

Execution

4-5%

Web Platform

75%

CRMSAP R/3

.

.

.IPC

Index (IMS)

CatalogConditions

Configuration

Knowledge

Quotation/availability check

Personalization

Order

Front Office Service

20%

Execution

4-5%

Web Platform

75%

Front End

The user interaction in Web stores generates a typical workload

Order

Picking,packaging,shipping

Browse through catalog

Search

Configure and price

Choose



© SAP AG CR800 1-21

SAP AG 2004

J2EE Application Server consists of:

Web Container

(

server-side presentation)

EJB (Enterprise Java Beans) Container (

Server-Side Business Logic - not used for Internet Sales,

therefore CRM business logic is used)

J2EE based services used by Web Container and EJB Container

( e.g. security, naming)

J2EE Application Server

Web Container

ServletsServletsServlet

JSP

Services

EJB Container

EJB

EJB

EJB

What is a J2EE Application Server?

.JSP/Struts enabled WebShop

• Business logic and backend access realized in Java

• Flow logic realized by Struts action concept

• UI realized by JSP and Java taglibs



© SAP AG CR800 1-22

SAP AG 2004

<html>

<b>This is a simple JSP</b>

<p>

<% out.println("Hello Fred");

%>

</html>

Java Server Pages

A textual document describing how to create a response from a request

Separation of static and dynamic content

Static content (HTML, Plain Text, XML)

Dynamic content (Scripts, Directives)

JSP pages are good at producing lots of textual output

Not well suited for business logic

Definition: Java Server Pages are text based documents capable of returning dynamic content to a client

browser. Java Server Pages can contain a mix of markup code (such as HTML and XML), programming

code (Java code and so on), and special JSP tags allowing access to components such as Java Beans. Advantage of JSP: An integrated solution for generating and returning dynamic Web page content such

as HTML or XML to a client browser.

JSP (Java Server Pages) replaces the SAP proprietary technology (ITS, Flow Logic)

Web technology based on open, widespread, state-of-the-art standards.

New JSP technology runs on Java web application servers (for example, SAP J2EE Engine, IBM

Webshere).

No changes in CRM business logic (ABAP), the same APIs are used. Migration effort limited to

frontend.

More openness to incorporate customer specific applications and third-party products (full outside-in).

Environment for professional Web design without limits (layout, interaction logic).



© SAP AG CR800 1-23

SAP AG 2004

Presentation

SAP Internet Sales Architecture in Detail

Browser

Interaction and Presentation Layer

Business Objects Layer

EIS CRM IMS IPCother systems,

e.g. SAP R/3

SAP JavaSAP Java Connector Connector

BLS Layer

J2EE Application Server

Internet Sales Web Application

XCM

Other Other connectorsconnectorse.ge.g.. socketssockets /JDBC /JDBC

JSP = Java Server Pages

BO = Business Objects

BLS = Business Logic

ServicesEIS = Enterprise Information

System

XCM = ExtendedConfiguration Management

JSP = Java Server Pages

BO = Business Objects

BLS = Business Logic

ServicesEIS = Enterprise Information

System

XCM = ExtendedConfiguration Management

The JAVA application in the Interaction Layer is subdivided in three levels:

Interaction and presentation Layer (consisting of Struts & JSPs):

In this level HTTP user requests are received and it is decided how they are processed. Dependent on theuser request, the appropriate action is loaded and the relevant Java classes from the Business Object

Layer is processed. The control logic is determined here.

Business Object Layer (BO Layer):

The Business Object Layer consists of Java classes, which represent the Business Objects (e.g., basket or

catalog). It forms a sturdy and slim interface (only a few methods are available). Additional, logic for the

individual customer must be implemented in these Business Object Layer.

Enterprise Application Layer (EAI Layer)The Enterprise Application Layer forms a broad interface in contrast to the Business Object Layer,

which provides interfaces to the Business Object Layer existing business objects. The interface to a

business object (e.g., basket) can possess arbitrary implementations for different Enterprise Information

Systems (EIS) (e.g., basket for CRM and basket for IPC). Communication of the JAVA application withthe CRM and IMS is made possible over the JAVA Connector of the SAP system. Communication of

the JAVA application with the IPC is made by Sockets.



© SAP AG CR800 1-24

SAP AG 2004

User Management: SAP UME Architecture

Logon User Administration

Authentication /

SSO

User Profile /

Provisioning Authorization

Principal API

User User

AccountGroup Role ACL

Persistence Manager Replication

Manager

LDAP

Directory

SAP

System

PCD

(for roles)Database

External

System

UME UI

UME Services

UME API Layer

UME Core Layer

UME Persistence

Adapters

XML

This picture visualizes the UME architecture. It will not be discussed in detail. The main purpose to

display it here is, to show that UME connects to different repositories containing user data by dedicated

persistence adapters. UME data can be stored in one or more repositories. Every type of repository has its own persistence

adapter. The persistence manager consults the persistence adapters when creating, reading, writing and

searching user management data. The application programming interface (API) is a layer on top of the

persistence manager.

Persistence adapters for the following types of repositories are available:

• Database

• Lightweight Directory Access Protocol (LDAP) directory

• SAP Web Application Server 6.20 and higher



© SAP AG CR800 1-25

SAP AG 2004

Deployment – Tools and Tasks

Deployment with SDM

Select all deployment parameters correctlyat the beginning

Create parameter directory where customer

places own files before deploymentImportant: Outside the J2EE Engine installation dir

Upgrade with SDM

Under Parameter Deployment

Configuration, select use existing

deployment parameters Upgrade finished

Configuration with XCM

During startup XCM copies customer

parameters in the created directory

Configuration of application with XCM all

files are stored in customer directory

Modification with ISA build tool

The ISA build tool is based on Apache Ant

Ant is the most common build tool for Java applications

Use:

• SDM for deployment

• XCM for configuration and upgrade

• Build Tool for modifications

Software Delivery Manager (SDM)

• Maintain deployment parameters for Web application (EAR files)

• Deployment parameters are saved to the Web application’s web.xml file

• Further changes possible via Extended Configuration Management (XCM)

Build Tool

• Supports building of project specific Web applications based on the Internet Sales applications

- Separation of project specific code and code delivered by SAP

- Automated build of project specific applications

- Software Delivery Manager (SDM) support for project specific applications

• Standardized process for upgrading modified Web applications to a newer support pack or a newer

release



© SAP AG CR800 1-26

SAP AG 2004

Extended Configuration Management (XCM):

(Replacing WEB.xml context parameters with XCM)

Tool which divides configuration data for E-Commerce in two types:

Data maintained by SAP This data must not be changed by the customer

Data maintained by the customer

Extended Configuration Management (XCM):

(Replacing WEB.xml context parameters with XCM)

Tool which divides configuration data for E-Commerce in two types:

Data maintained by SAP

This data must not be changed by the customer

Data maintained by the customer

Extended Configuration Management (XCM)

Goal of this concept: Clear separation of SAP and customer configuration.

SAP CRM has introduced a new concept for Java applications (Internet Sales, ICSS, IPC Web

Application) called Extended Configuration Management (XCM).

The customer can use the XCM admin tool to modify his or her configuration after deployment. The

configuration will remain even after updating the Web applications (in contrast to changes directly in the

web.xml).

The XCM Administrator tool has been developed for common configuration activities (e.g., connection

parameters to SAP system).

Please note that the XCM Administrator cannot be used for less common settings. In this case

configuration changes must be done manually. Modification data is rarely changed and therefore not

maintained by the XCM Admin tool. This customer modification data is located in WEB-

INF/xcm/customer/modification. In most cases customer changes, done by customers, take place in init-

config.xml or backendobject-config.xml.

You should never change the files config-data.xml or scenario-config.xml. This is done using XCM

administration.

Data maintained by SAP is located in the WEB-INF/xcm/sap folder.

Data maintained by the customer is located in the \xcm\customer\modification folder.

How the customer can use the XCM extension mechanism for manual configuration changes is

described in a separate document. This document is attached to note 673638.

For further reference regarding how to create a XCM application configuration (old: scenario) with the

help of the XCM Administration Tool (e.g., CRM_AEP_800), please refer to the section on Extended

Configuration Management (XCM) in the following guides:

CRM Web Application Installation Guide

Java Components for E-Selling and Channel Management Installation Guide



© SAP AG CR800 1-27

SAP AG 2004

Foundation and Architecture: Unit Summary

You are now able to:

Describe mySAP CRM E-Commerce and the features and

advantages of this solution

Explain how mySAP CRM E-Commerce is integrated in SAP’s CRM

system

Describe the main components of the architecture



© SAP AG CR800 1-29

Exercises

Unit: Foundation and Architecture

Topic: Internet Sales Scenarios

At the conclusion of this exercise, you will be able to:• Describe the B2C and the B2B scenarios of Internet Sales and discuss

their specific functions

Your task is to demonstrate the business processes of Internet Sales.

Before doing so, you need to take a look at the B2B and B2C scenarios.

1 Look at the visual design, procedures, and basic functionality of the B2C scenario.

http://<webserver:port>b2c/b2c/init.do?scenario.xcm=IDESCRM80X

The last X stands for the last digit of your client.

Example: If your CRM client is 801, type:

http://…?scenario.xcm=IDESCRM801

1-1 Enter the specified URL in your Web browser and call up the B2C scenario of

Internet Sales.

Choose the WebShop PC4YOU_EN.

You will see the welcome page with the Special offers.

Browse through the Catalog until you reach the Monitors catalog area.

Go to the Detail view of product HT-1036 and then add this product to yourshopping basket.



© SAP AG CR800 1-30

1-2 To receive personalized product recommendations, you have to maintain your

personal data.

You only need to maintain personal data if you want to receive

personalized product recommendations. To maintain yourcustomer profile, you first have to create a user.

Create a user.

Title: Mr. or Mrs.

First Name: _______________________________________

Name: _______________________________________

House No. and Street: _______________________________________

Field Name or Data Type Description or Value

City Antioch

Region Il for Illinois

Postal Code 60002

Country United States

(Use this address or any other valid US-address - otherwise the Tax jurisdiction

code can not be found).

E-mail address: _______________________________________

Password (twice): _______________________________________

Save your entries.

1-3 Create a customer profile. The customer profile consists of a series of attributes

(preferred Contact Channel and so on) that will be used to provide the customerwith product recommendations.

To create a personal profile and save it in the CRM system, you assign values to the

attributes.

Select the desired values and choose Save customer profile.

1-4 Browse through the catalog. Choose Computer and search for the product C_PC

(under Configurable Systems).

Configure this computer as you wish.

Do NOT add the product C_PC to your shopping basket.



© SAP AG CR800 1-31

1-5 Go to your shopping basket and then to checkout.

Because you are still logged in under your user name, you do not have to reenteryour user ID. If you had not logged in with your user name before, you will be

asked to do so now. You can log on by entering your e-mail address and your

password.

Specify that you are going to pay by invoice and are satisfied with the Standard Delivery Type.

The order data including the order number now displays.

Make a note of the order number:

____________________________________________________

2 Check the entries in the CRM system.

2-1 Log on to the appropriate CRM system.

2-2 Check whether the sales order you created in the last step of the exercise is in the

CRM system. (The sales order is also processed by the R/3.)

SAPmenu → Sales → Maintain Sales Transactions. Use the search function by selecting the Open Business Transaction pushbutton.Enter the order number from the previous exercise and choose Enter .

Make a note of the number that the system has assigned for your sold-to party.

____________________________________________________

2-3 Check that a business partner master has been created in the CRM system.

SAPmenu → Master Data → Business Partner → Maintain Business Partner

Enter the specified business partner number and look at the customer master record.



© SAP AG CR800 1-32

3 Check the entries in R3. (Optional)

3-1 Check whether the sales order you have created exists in the OLTP system.

3-2 Check whether a business partner master has also been created in the OLTPsystem.

Choose the following path: Logistics→ Sales and Distribution → Master Data →

Business partners→ Customer → Display→ Sales and Distribution or Complete

4 Look at the visual design, procedures, and basic functions of the B2B scenario.

URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X

The last X stands for the last digit of your client.

Example: If your CRM client is 801, please type:


4-1 Log on to the B2B scenario and choose the WebShop PC4BIZ_EN.

For the B2B scenario, you must enter a user (contact person) name and password toaccess the WebShop. For the exercises, you can use the following contact person:

233 (Mr. Miller), password welcome.

Go to the order entry screen and add product HT-1050.

Check the different delivery addresses. Change the default address.

Create an order.

4-2 What differences did you notice between the B2B and B2C scenarios?

________________________________________________________

________________________________________________________

________________________________________________________



© SAP AG CR800 1-33

Exercises (optional)


Topic: Status Change

At the conclusion of this exercise, you will be able to:• Describe and explain the order status mechanism between R3 – CRM

and Internet Sales

• Process the created order in the backend system and check the statuschanges in CRM and in the WebShop

5 Process the created order in the backend system and check the status changes in CRM and

in the WebShop

5-1 Check the status of your order in the CRM system.

SAPmenu → Sales → Maintain Sales Transactions

Look at the Status tab. What is the current status of the order?

Attention: Please leave transaction!

5-2 Check the status of your order in the WebShop. Log on to the WebShopPC4YOU_EN and look at your Open Orders.

5-3 Create a delivery to the order in R3.

Logistics→ Sales and Distribution→ Shipping and Transportation→ Outbound

Delivery→ Create→ Single Document→ With Reference to Sales Order


Shipping point 3800

Selection date One week in the future

Order Order number from created order

5-4 Now check the status of the order in the CRM system and in the WebShop again

and note the new entries.



© SAP AG CR800 1-35

Solutions


Topic: Internet Sales Scenarios

1 Look at the visual design, procedures, and basic functionality of the B2C WebShop.

http://<webserver:port>b2c/b2c/init.do?scenario.xcm=IDESCRM80X

The last “X” stands for the last digit of your client.

Example: If your CRM client is 801, please type:


1-1 Enter the specified URL in your Web browser and call up the B2C scenario ofInternet Sales.

Choose the Web Shop PC4YOU_EN.

You will see the welcome page with the Special offers

Browse through the Catalog until you reach the catalog area Monitors

Go to the detail view of product HT-1036 and then add this product to your shopping

basket.

Select the product description and then the Add to Shopping Basket button.

1-2 To receive personalized product recommendations, you have to maintain your

personal data.

You only need to maintain personal data if you want to receive

personalized product recommendations. To maintain your

customer profile, you first have to create a user.

Create a user.



© SAP AG CR800 1-36

Select My Account in the menu and choose the link Register . Maintain the

following values:

Title: Mr. or Mrs.

First Name: ________________________________________

Name: ________________________________________

House No. and Street: ________________________________________


City Antioch

Region Il for Illinois

Postal Code 60002

Country United States

Use this address or any other valid US-address – otherwise the Tax jurisdiction

code can not be found).

E-mail address: _______________________________________

Password (twice): _______________________________________

Save your entries.

Choose the Save button.

1-3 Create a customer profile. The customer profile consists of a series of attributes

(preferred Contact Channel and so on) that will be used to provide the customer

with product recommendations.

To create a personal profile and save it in the CRM system, you assign values to the

attributes.

In the menu, choose My account and then My Profile on the left. Select the desired values and choose Save customer profile.

1-4 Browse through the catalog. Choose the area Computer and search for the product

C_PC (under Configurable Systems).

Configure this computer as you wish.

Choose the Configuration icon and maintain all the required entries .

Do NOT add the product C_PC to your shopping basket.



© SAP AG CR800 1-37

1-5 Go to your shopping basket and then to checkout.

Click on Shopping Basket on the right hand side.

Because you are still logged on under your user name, you do not have to reenteryour user ID. If you had not logged in with your user name before, you would be

asked to do so now. You can log on by entering your e-mail address and your

password.

Choose the Go to checkout button.

Specify that you are going to pay by invoice and are satisfied with Delivery TypeStandard .

Now select the Continue button, then accept the general terms and conditions

and execute the Order.

The order data including the order number now displays.

Make a note of the order number:

____________________________________________________

2 Check the entries in the CRM system.

2-1 Log on to the appropriate CRM system.

2-2 Check whether the sales order you created in the last step of the exercise is in the

CRM system. (The sales order is also processed by R/3.)

SAPmenu → Sales → Maintain Sales Transactions.

Use the search function by selecting the Open Business Transaction pushbutton.

Enter the order number from the last exercise and choose Enter .

Note the number that the system has assigned for your sold-to party.

This number can be found on the General tab page.

____________________________________________________

2-3 Check that a business partner master has been created in the CRM system.

SAPmenu → Master Data → Business Partner → Maintain Business Partner

Enter the specified business partner number and look at the customer master record.

Choose Persons in the Find field, maintain the number, and choose Enter .

Then double click on the Business Partner



© SAP AG CR800 1-38

3 Check the entries in the R3 system. (Optional)

3-1 Check whether the sales order you have created exists in the SAP R/3 system.

Choose the following menu path: Logistics Sales and Distribution Sales

Order Display

Enter the order number that you noted.

3-2 Check whether a business partner master has also been created in the SAP R/3

system.

Choose the following menu path: Logistics Sales and Distribution Master

Data Business partners Customer Display Sales and Distribution or

Complete

Enter the business partner number that you noted.

4 Look at the visual design, procedures, and basic function of the B2B scenario.

URL:

http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X

The last “X” stands for the last digit of your client.Example: If your CRM client is 801, type:


4-1 Log on to the B2B scenario and choose the WebShop PC4BIZ_EN.

For the B2B scenario, you must enter a user name (contact person) and password to

access the WebShop. For the exercises, you can use the following contact person:

233 (Mr. Miller), password welcome.

Go to the order entry screen and add product HT-1050.

Select Go! on the right hand side of New Transaction Create Order. Maintain

product HT-1050 in quantity 1.Select the Update button.

Check the different delivery addresses. Change the default address.

Select one of the addresses available in the pull-down menu in the Deliver to

address column at heater level.

Create an order.

Choose the Order button and confirm with OK.

4-2 What differences did you notice between the B2B and B2C scenarios?

B2B: Log in as contact personDirect input of a purchase order

Customer-specific pricing in the Web shop catalog

Availability Check in the Web shop catalog



© SAP AG CR800 1-39

Solutions (optional)


Topic: Status Change

5 Process the created order in the backend system and check the status changes in CRM and

in the WebShop

5-1 Check the status of your order in the CRM system


Look at the Status tab. What is the current status of the order?

The status in Open.

Attention: Please leave transaction!

5-2 Check the status of your order in the WebShop. Log on to the WebShopPC4YOU_EN and take a look at your Open Orders.

Enter the specified URL in your Web browser

URL:


and call up the B2C scenario of Internet Sales. Choose the WebShop

PC4YOU_EN. Select My Account and register. Select Open Orders and then

the Order number. The status is Open.

5-3 Create a delivery to the order in R3-System

Logistics→ Sales and Distribution → Shipping and Transportation → Outbound Delivery→ Create→ Single Document → With Reference to Sales Order


Shipping point 3800

Selection date One week in the future

Order Order number from created order

Enter and Save.

5-4 Now check the status of the order in the CRM system and in the WebShop again

and note the new entries. In CRM, the status is Completed .

In WebShop PC4YOU_EN, now select Completed Orders and then on the

Order number . The status is Finished .



© SAP AG CR800 2-1

SAP AG 2004

Shop and User Management

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 2-2

SAP AG 2004

Shop and User Management: Unit Overview

Shop Management

User Management

Super User Management



© SAP AG CR800 2-3

SAP AG 2004

Shop and User Management: Unit Objectives

At the conclusion of this unit you will be able to:

Set up a Web shop via a Web application

Customize the Web shop according to your specific needs Customize the relevant user-settings for a B2B and B2C Shop

Log on to a B2B Web shop with your own user account



© SAP AG CR800 2-4

SAP AG 2004

Shop and User Management I

Shop Management

User Management




© SAP AG CR800 2-5

SAP AG 2004

Store Locator

The Store Locator allows customers to search for physical

locations of the selling company

Search limited by type

of location, such asstore, dealer, service

center, and warehouse

Search parameters

include name and

address fields

Information displayed

about locations

includes address,

contact details, and

links such as homepages and driving

directions

The Store Locator is available as a core functionality of SAP E-Commerce with the standard businessauthorization roles used for the B2B and B2C scenarios. mySAP CRM Channel Management leverages

the Store Locator, too. The Store Locator’s purpose is to search for physical locations of a selling company, such as stores,

dealers, service centers or warehouses. In the search result, address and contact data and links, forexample to home pages, are displayed.



© SAP AG CR800 2-6

SAP AG 2004

Store Locator: Search functionality in the Web shop (1)

Store Locator can be

started from the Web

shop’s tab menu

Store Locator can be started from the Web shop’s tab menu.



© SAP AG CR800 2-7

SAP AG 2004

Store Locator: Search functionality in the Web shop (2)

search for dealers

search result

search criteria

On the Store Locator page a synonym for the relationship category to be looked up can be specified, forexample “Dealer” for “has dealer”. As additional search criteria the name, postal code, city and country

of the location (that is the SAP CRM business partner) can be specified. The search result is displayed asa list after clicking the search button.



© SAP AG CR800 2-8

SAP AG 2004

Store Locator: Reference Business Partner

The reference business partner is the source of all business partner relationships that can be searched forwith the Store Locator in an SAP E-Commerce for mySAP CRM Web shop. In our example, the

reference business partner has relationships of the two categories “Has Service Center” and “HasTrader”.



© SAP AG CR800 2-9

SAP AG 2004

Store Locator: SAP CRM Server Customizing

relationship categories used for

searching business partners within

the corresponding usage types

description displayed

in the Store Locator‘s

search criteria

In the SAP CRM server IMG the two items of interest are

• Define Usage Types

• Define Relationship Type Groups

The usage types are the names under which relationship categories are displayed in the Store Locatorsearch criteria.

A relationship type group is uniquely assigned to a Web shop and comprises all relationship categoriesfor which the Web shop’s locator can search. In our example these are the relationship categories“CRME01 Is Trader For” and “CRME03 Is Service Center”. These relationship categories are theinverses of the relationship categories “Has Trader” and “Has Service Center” of the reference business partner.



© SAP AG CR800 2-10

SAP AG 2004

Store Locator: Shop Management Customizing

Store Locator settings

in Shop Management

In the case of usage in the SAP E-Commerce E-Selling business scenario the Store Locator is switchedon for a Web shop in the Shop Management application. In the Shop Management application, also the

reference business partner and the relationship type group for the Web shop must be specified.



© SAP AG CR800 2-11

SAP AG 2004

Save the web shop data intoCRM back-end table

Save the web shop data intoCRM back-end table

Maintain the web shop settingsMaintain the web shop settings

New Web-based Shop Managementhttp://web-server:port/shopadmin/shopadmin/init.do

New Web-based Shop Managementhttp://web-server:port/shopadmin/shopadmin/init.do

Shop Management Process

• General Information

• Catalog

• Order

• Marketing

……B2B

……B2C

Value 2Value 1Shop ID

New Web-based Shop Management replaces the SAP GUI transaction.

Convenient management of shop data in one central place.



© SAP AG CR800 2-12

SAP AG 2004

B2B Web Shop

Defining a Web Shop – Usage

Functions

Create New Shop for scenario

Display, Change and Delete Ex

Usage – Business Scenario:

B2C Web Shop

The drop down list box allow you to select Internet Sales B2B, Internet Sales B2C, or Internet Sales

B2C/B2B and specify whether the Web shop can be used in the B2B and/or the B2C scenario.

Business-on-Behalf , Collaborative Showroom, and Hosted Order Management are used in ChannelManagement.



© SAP AG CR800 2-13

SAP AG 2004

You have to maintain control areas for each Web shop

Define a Web Shop – Overview

General InformationGeneral Information•• Shop ID / description *Shop ID / description *

•• Business scenario *Business scenario *

•• Authorization Authorization

•• User Administration *User Administration *

CatalogCatalog•• Product Catalog data *Product Catalog data *

Control AControl Areasreas

MarketingMarketing•• Global ProductGlobal Product

RecommendationRecommendation

•• Personalized ProductPersonalized Product

RecommendationRecommendation

•• CrossCross--,Up,Up--Selling,Selling,

Accessories Accessories

Order Order •• Order *Order *

•• QuotationsQuotations

•• ContractsContracts

•• Contract NegotiationsContract Negotiations

* = mandatory parameters

Web shop controls areas:

General Information:

- The usage of business scenarios (B2B and/or B2C Internet Sales, Business-on-behalf, CollaborativeShowroom, Hosted Order Management)

- Authorizations, User Administration

Catalog:

- Product Catalog data

Order:

- Order, Quotations, Contracts (B2B Internet Sales only), Contract Negotiations

Marketing

- Global Product Recommendation, Personalized Product Recommendation, Cross-, Up-Selling andAccessories



© SAP AG CR800 2-14

SAP AG 2004

Define a Web Shop – General Information

General Information Catalog Order Marketing

Control ParametersControl Parameters

General Information:

Usage

Business Scenario

Authorizations

Authorization Group

User Administration

Country group

Partner Function Contact Person

only for B2B scenario:

Authority group empty

all users can enter shop

Authority group filled

Only users with specialauthorization can enter shop

Usage: Name of the Business Scenario

New Functionality with CRM 4.0:

Authorization Group: Key that is used to manage the authorization for calling up the Internet SalesWeb shop. The corresponding authorization set is CRM_ISA_SP.

Country group: Key that groups related countries according to certain criteria. The country grouping isimplemented during address maintenance in Internet Sales, to make a selection from all the countries inthe system.

Partner Function Contact Person: After the user has logged on, the system uses this partner function todetermine the company that the contact person belongs to and which functions as the sold-to party.



© SAP AG CR800 2-15

SAP AG 2004

Define a Web Shop – Product Catalog

Catalog Search (B2B Internet Sales)

Catalog

Catalog variant

Hide internal catalog

Catalog View

Controlling Price Determination in the Catalog

A Web shop is based on the product catalogA Web shop is based on the product catalog

via IPC

Read from Index Server (List Prices)


Product Catalog

Control ParametersControl Parameters

Product Catalog:

Select the product catalog and catalog variant that contain the correct content for the Web shop.

Only one product catalog and one catalog variant can be published per Web shop. Both fields are

mandatory.

With the field Catalog View you can determine specific catalog views and assign business partners tothem:

For each Web shop you decide whether personalized catalog determination shall take place or if aspecific view is presented to all Web shop visitors.

The check box Catalog Search controls the determination of personalized catalog views in B2B InternetSales. Select this field if you want to use catalog determination. Therefore, during logon in a Web shop,the system determines the catalog views that are suitable for the user.

Flag Hide internal catalog is used to control whether the CRM product catalog is displayed.

Parameter Controlling Price Determination in the Catalog facilitates price determination in a Web shop.



© SAP AG CR800 2-16

SAP AG 2004

Shop and User Management II

Shop Management

User Management




© SAP AG CR800 2-17

SAP AG 2004

SAP R/3 System

B2C Scenario: General Procedure

B2C Web Shop

Consumer

registers

CRM System

Upload

2

1

3

SAP R/3 customer masterrecord created

Automatic creation of a new

business partner master record

Role consumer

Classification consumer

Data also retrieved fromReference Business Partner

for Consumers

SU01-user or SU05 creation

Features of the B2C shop regarding the user management:

Voluntary log-in, but necessary for personalization features and ordering

Log-in with e-mail address and password

When a customer registers in a Web shop, a business partner master record is automatically created inmySAP CRM

Business partner master record is completed using data from a reference business partner

Registration:

System checks if already a user with the same email/password combination already exists

E-mail address is stored in business partner data

Password is stored at SU05 internet user tables/SU01 user tables



© SAP AG CR800 2-18

SAP AG 2004

Registration: Address Screen Layouts

ISA supports two address

screen layouts:

United States

European Standard

How to find the right layout:

Country is taken from sales

organization (attribute in

organization model)

Address layout key is defined in

country settings (IMG)

Mapping to ISA supported layouts(IMG)

USUS

European StandardEuropean Standard

The country is taken from the sales organization (attribute in the organizational model).

Address layout key is defined in country settings (IMG):

IMG Activity: Path in IMG: General Settings Set Up Countries Define Countries inmySAP.com Systems

Layout formats supported by mapping of address layout key to ISA (IMG):

Path in IMG: CRM Internet Sales Define Address Formats

The address screen layout is also used in the B2B shop for defining/changing a new delivery address (asin the B2C scenario).



© SAP AG CR800 2-19

SAP AG 2004

Shop management: General Information

Registration: Selectable Countries

Web ShopWeb Shop Control ParametersControl Parameters Restrict address entry tocertain countries

Restrict address entry toRestrict address entry tocertain countriescertain countries

User Administration

Country gr oup

Registration

US

Define country groupsin Customizing

Define country groupsDefine country groupsin Customizingin Customizing

Title

First Name

Last Name

House No/ Street

City

Country

The Country group field is used in the B2C Web shop when consumers register in the Web shop. Whenspecifying their personal data, consumers are also asked to enter their address (and country). The country

group controls which countries are supported in this Web shop (the delivery locations can be restrictedwith this function). You can maintain the country group in Customizing (SPRO CustomerRelationship Management Internet Sales Define Country Groups). If no country group is enteredfor the Web shop, all the countries maintained in the CRM system are supported in the Web shop.

The maintenance of the Region field is only possible if a country group is maintained (region needed fortax jurisdiction code determination).

In the B2B scenario, the Country group controls the selection of countries if the delivery addresschanges (as in the B2C scenario).



© SAP AG CR800 2-20

SAP AG 2004

B2C Scenario: Reference Business Partner

Maintain the reference business partner in the

relevant sales areas

IDES US West (Denver) Internet Sales

IDES US West (Denver) Internet Sales Cross-division

Sales organization Distribution channel Division Sales Shipping BillDoc.

Maintained Distribution Areas

REFBURAReference Bus. Partner

Name Reference business partner/US

In the customizing of the CRM system you have to maintain a reference business partner via the IMGactivity Maintain Reference Business Partner for Consumers.

Maintain this business partner in the following two sales areas:

Sales organization of product catalog, distribution channel of product catalog, division <blank>

Sales organization of product catalog, distribution channel of product catalog, division of productmaster or SAP R/3 dummy division

In the master record of this reference business partner for consumers maintain the set types Sales,Shipping, and Billing.

By this you maintain data that will not be specified by the consumer when he or she registers in the Webshop (customer pricing procedure, terms of delivery, terms of payment, and so on).

All company code relevant data are maintained in the SAP R/3 via transaction VD07 (ReferenceBusiness Partner for B2C Customer).



© SAP AG CR800 2-21

SAP AG 2004

B2B Scenario Overview

B2B Web Shop

Log on Change Password

User ID

KWiga

Password

********

Customer

(contact person)

logs on to

B2B Web Shop

User Management (UM)

User ID*

E-mail*

For the companies

Authorizations*

SAP R/3SAP R/3 SystemSystemCRM SystemCRM System

DownloadDownload

A customer master record

Automatic creation of

Sold-to party (from SAP R/3)

Contact Person (from UM)

Internet User (from UM)

14

5

Features of the B2B shop regarding the user management:

Mandatory log in before entering the Web shop

Contact persons created by Web shop administrator

User concept (two different user types available)

B2B for occasional users:

B2C Templates can be used with B2B user Late login possible for B2B

Common B2B login problems:

Within the Shop Management the field Partner Function Contact Person does not have the value0000015

Anonymous user not of user type SERVICE

Anonymous user password in web xml different to CRM

User/contact has no relationship to sold to’s

User has no authorizations

User comparison for role needed (Report PFUD)

User locked because of wrong login tries

The CRM system allows one password change per day

Consulting Note 506407

Consulting Note 395098



© SAP AG CR800 2-22

SAP AG 2004

B2B Scenario Overview: Existing Contact Person

B2B Web Shop

Log on Change Password

User ID

Miller

Password

********

Customer

(contact person)

logs on toB2B Web Shop

SAP R/3SAP R/3 SystemSystemCRM SystemCRM System

DownloadDownload A customer master record

with a maintained contactperson0

Automatic creation of two

business partners:

1. Sold-to party

2. Contact person

Manual creation of Internet

User

1

3

If contact persons for a given company already exist, you can create Internet user directly within theCRM. With the web application User Management you can create new contact persons.

One advantage of the User Management is that users can be created portal enabled. Login to a portalwith that user is possible then as well.

Manual creation of an Internet User:

Either via transaction SU05 (for an SU05 user) or via the business master of the contact person - role:Internet User- (for an SU01 User).



© SAP AG CR800 2-23

SAP AG 2004

Creation and maintenance of B2B Internet User (contact person concept) for companies

Available functions:

Internet user creation Company assignment (supported by company search)

Role assignment

Copying data of existing Internet user

Search for existing Internet users

Maintenance of Internet user

Lock/unlock

Password reset

Change of user data

Change of company assignment

Change of role assignment

Delete Internet user

E-mail notification

(new user/password reset)

Creation and maintenance of B2B Internet User (contact person concept) for companies

Available functions:

Internet user creation Company assignment (supported by company search)

Role assignment

Copying data of existing Internet user

Search for existing Internet users

Maintenance of Internet user

Lock/unlock

Password reset

Change of user data

Change of company assignment

Change of role assignment

Delete Internet user

E-mail notification

(new user/password reset)

User Management: B2B Internet User

This functionality can be used by a Web shop administrator (seller side) or a Super User (buyer side).

User Management URL: http://<Webserver:port>/useradmin/useradmin/init.do

For each B2B contact person, a BP partner and Internet user are created within the CRM.

Customizing:

1. Internet Sales Internet User User Settings

Set User Administration (since 3.1): Adjust the ISA web user administration

Set Roles for User Administration (since 3.1)

- Introduces all roles that can be assigned to internet users in the ISA web user administration

Enter reference users for internet user administration (since 4.0)

2. Internet Sales Internet User Internet User Settings

Set B2B Internet User must be set to Only use Internet user (SU01)



© SAP AG CR800 2-24

SAP AG 2004

How to Create an Internet User

SU05SU05

User User BusinessBusiness

Partner Partner

SU01SU01

User User BusinessBusiness

Partner Partner

B2BB2B: Via transaction SU05

ID = BPnumber

Type = BUS1006

B2C B2C : User self registration

B2BB2B:

CRM: Via transaction BP

(for existing contact person)

- select BP role Internet user

- tab strip Internet user

Web: Web based User Management

(recommended for new contact person)

B2C B2C : User self registration

Internet sales standard roles:

For anonymous user: SAP_CRM_ISA_ITSLOGIN

For B2B internet user / B2C reference user: SAP_CRM_INTERNET_CUSTOMER

New with CRM 4.0 for B2C: Enhanced possibilities in user management (SU01 user) enabled withmigration from existing concept (SU05 user):

In order to register or log on to a Web shop for B2C Internet Sales, you have to specify which Internetuser type is used in B2C in Customizing for Internet Sales.

Path in the IMG: Customer Relationship Management→ Internet Sales → Internet User → Internet User

Settings→ Set Up Internet Users (B2C)

Choose one of the following values for the B2C Internet user

Change Internet user (SU05) to Internet user (SU01)

Only Use Internet user (SU01) - recommended by SAP

Only Use Internet user (SU05)

If Only Use Internet user (SU01) is checked, a CRM system user (SU01-user) will be createdautomatically for each registered consumer. (BPnumber = User number). This user will refer to areference user, which needs to be created in advance. You need to assign the roleSAP_CRM_INTERNET_CUSTOMER to that user.

Assignment of the reference user: Maintain a reference user variable like $INTERNETUSR in thecustomizing Set Up Internet Users (B2C) and map this variable to a reference user via transactionSU_REFUSERVARIABLE.

The usage of SU05 Internet users is no longer recommended by SAP for the B2B shop. First you needSU01 users for a portal integration (single-sign-on) and second future developments will build on theSU01 functionality (like the UME Integration, which might be relevant for the B2C scenario with thenext release).



© SAP AG CR800 2-25

SAP AG 2004

User Management: Customizing – Activate UME

Preconditions

SAP E-Commerce application(s) and UME instance must be installed

together on the same SAP Web AS Java

Steps to activate UME support (cf. SAP note 713472) step 1: primary configuration using XCM administration

create a new customer application configuration based on the SAP application

configuration ‘b2bWithUME’ resp. ‘isauseradmWithUME’ by default

maintain the parameters corresponding to your application requirements

restart the SAP E-Commerce application and use the newly created

application configuration to start the application in the new scenario

step 2: edit the ume-config.xml file

<installation directory>/WEB-INF/cfg/ume-config.xml

define role mapping in the <roles>...</roles> area (optional)

define field mapping in the <fields>...</fields> area

Customizing steps are described in great detail in SAP note 713472.

As a precondition, the SAP E-Commerce application and the UME instance must be installed together

on the same SAP Web AS Java Server.

To activate UME support, you create a new application configuration, which is based on the SAPapplication configuration “b2bWithUME” for the shop respectively on “isauseradmWithUME” for theuser administration. These base configurations have set parameter “enabled” of component “user” tovalue “true”, which indicates that UME is active. The rest of the parameters is maintained as usual for anSAP E-Commerce application.

Mappings between SAP CRM and UME are defined in the ume-config.xml file. Role mapping isoptional. It is only required, if UME roles are used in addition to SAP E-Commerce roles. Field mappingdefines which SAP E-Commerce fields make up a UME field.



© SAP AG CR800 2-26

SAP AG 2004

Authorization Roles: Assignment to User

choose link

enter user information

authorizations can

be assigned directly

...

... or by specifying a

reference user

choose from list

choose button

enter user information

click button

System confirmsand sends E-mail

to user

This dialog demonstrates how a new user is created and how authorizations are assigned to him via theWeb based User Management of SAP E-Commerce. Note that you can also assign authorizations by

specifying a reference user. In this case the user which is being created inherits his authorizations fromthe reference user.

In the course of enhancing the authority check capability, new predefined SAP E-Commerce roles aredelivered with SAP CRM 5.0. The new roles comply with a newly designed naming convention, whichseparates Internet and service user authorization roles and allows to define authorizations at highgranularity level. The service user is a user that is used by SAP Web AS Java exclusively to establsih aninitial connection to the SAP CRM system.

Based on new SAP CRM 5.0 authorization objects, which are used in the predefined SAP E-Commerceauthorization roles, a number of authority checks has been integrated into the Java layer of SAP E-Commerce 5.0. These authority checks utilize existing back end functionality. Elements of the userinterface can be controlled more easily than with the ABAP centric approach.

UME has its own “permission” concept. It is possible to synchronize SAP E-Commerce roles and UME permission objects.



© SAP AG CR800 2-27

SAP AG 2004

User Management: SAP E-Commerce Logon with UME (1)

Logging on to SAP E-Commerce B2B scenarios with UME

2-step log in process

Step 1: User is authenticated by UME

SAP E-Commerce Web application calls the UME logon module

User enters authentication data (user and password)

UME uses the authentication mechanism specified in UME configuration to verifythe entered information

Result on success: SSO logon ticket in shape of a cookie. The cookie containsuser ID and password in an encrypted form.

Step 2:

SSO logon ticket is used to log the user on to the SAP CRM server

SAP CRM determines business relations of the user (contact person and sold-tobusiness partners)

preconditions

Web browser must accept cookies

identical user ID and password in all connected systems (this isguaranteed by UME)

Logging on to a B2B scenario of SAP E-Commerce with UME is a 2-step process: In a first step the user is authenticated by the UME. In order to do this the SAP E-Commerce application

calls the UME Logon module which processes a log on dialog. The UME verifies the data entered by theuser and – in case of success – provides an single-sign-on (abbreviated SSO) logon ticket in the shape ofa cookie. There is no log on procedure without SSO cookies.

In the second step the system uses the SSO cookie to log the user on to the SAP CRM server. In order todo this, the user ID and password from the cookie are passed to the SAP CRM server. If the user isauthenticated, the SAP CRM server determines the business relations of the user, which are relevant forsubsequent processing in the SAP E-Commerce Web shop. These relations are the contact personassociated with the user ID and the business partners associated with the contact person.

As there is no cookie free log on procedure, the user‘s Web browser must be configured to acceptcookies. (Otherwise the log on attempt will be rejected.) In addition, from a general requiredment forSAP SSO cookies, the user ID and password in all connected systems must be identical. If the users areregularly maintained via UME, this is guaranteed by the system. In the case of the B2B scenario of SAPE-Commerce “all connected systems” incorporates “UME and SAP CRM server”.

The SSO logon ticket can also be used to access other trusted systems. Customizing steps are described in great detail in SAP note 713472.

As a precondition, the SAP E-Commerce application and the UME instance must be installed togetheron the same SAP Web AS Java Server.

To activate UME support, you create a new application configuration, which is based on the SAPapplication configuration “b2bWithUME” for the shop respectively on “isauseradmWithUME” for theuser administration. These base configurations have set parameter “enabled” of component “user” tovalue “true”, which indicates that UME is active. The rest of the parameters is maintained as usual for anSAP E-Commerce application.

Mappings between SAP CRM and UME are defined in the ume-config.xml file. Role mapping isoptional. It is only required, if UME roles are used in addition to SAP E-Commerce roles. Field mappingdefines which SAP E-Commerce fields make up a UME field.



© SAP AG CR800 2-28

SAP AG 2004

User Management: SAP E-Commerce Logon with UME (2)

Functions in UME logon module available for SAP E-Commerce

get support

Password reset

E-mail with new password is automatically sent to user

Other logon problems

E-mail is sent to administrator (user information and problem description)

E-mail functionality is set up in UME configuration

expired password change

security policy

rules for password expiration / change can be set in UME configuration

Logon module requests password change at next user log on

log off

user is logged off from SAP CRM and UME as well

SSO cookie is invalidated / deleted

Several functions are available with the UME logon module such as password reset or contacting theadministrator for other problems. Configuration of the UME properties (which this tutorial does not dealwith) allows setting up a security policy that involves rules for password expiration and change. The

password change dialog is displayed when the user logs on with a newly created password or an expired password.

The UME is also responsible for cleaning up the logon information when the user logs off, for exampleto invalidate or delete the SSO cookie.



© SAP AG CR800 2-29

SAP AG 2004

Needed for:

• Business logic

• Business processes

• Business master data

Needed for:

• Business logic

• Business processes

• Business master data

Needed for:

• Authentication

• Authorization (profiles, roles, ref. user)

• Menu (portal)

Needed for:

• Authentication

• Authorization (profiles, roles, ref. user)

• Menu (portal)

Difference between Internet User and Business Partner

Business

usiness

Partner

artner

Linked by central person object (SU01) or

by using the same Identification (SU05)

Internet

nternet

User

ser

Within SAP CRM two types of Internet users exist:

• SU05 user (usage not longer recommended by SAP)- Transaction SU05- Use of Business Partner ID for User-ID

( linked by the same name)- Object type: BUS1006 (Business Partner)- Used for authentication- Old user concept- No authorization checks possible- Needs anonymous (SU01) user for connections- No SSO possible

• SU01 user:

- SU01-user as Internet user- B2B since release 2.0- B2C since release 4.0- Transaction SU01 (SAP user administration)

- Authorization checks possible (roles (B2B), reference user (B2C)- Internet user from user type DIALOG- Anonymous user from user type SERVICE

Business Partner

• Address data, relationships to other business partners, Sales area dependent data

• Control data, Status (released, blocked, archived, special status), Partner roles, Partner functions intransactions



© SAP AG CR800 2-30

SAP AG 2004

Web Shop Manager Web Shop Manager

Normal Shop User

(Contact Person)Normal Shop User

(Contact Person)

Additional Superuser Additional Superuser

Superuser Concept: Overview

Superuser Superuser

Customer

ustomer

-side

ide

r

e

t

e

s

re tes

r

e

t

e

s

re tes

As of CRM Release 3.1, a superuser on the customer side can create and maintain Internet users usingthe Web-based interface in the user management.

Flow:

The Web shop manager (seller-side) maintains the superuser's data

The initial password is automatically sent to the e-mail address maintained

The superuser can log on to the user administration and create master records either for normal shopusers or for additional superusers

The initial password is automatically sent to the user

Web shop Manager

Normal user of web shop provider

No business partner for user necessary

Role: SAP_CRM_ISA_WEBSHOP_MANAGER

Administration of existing Internet users

Superuser

Company superuser

Contact partner with contact relation to companies

Role: SAP_CRM_ISA_UA_SUPERUSER

Creation of superusers and internet users for the related companies only

Can only assign roles which are assigned to himself



© SAP AG CR800 2-31

SAP AG 2004

Super User Concept: Benefits

Cost reduction

Possibility to relocate the effort to create and administrate

Internet Sales users from the Web shop administrator on

the seller side to special users (superusers) on the customerside

Self service

Multi level superuser concept enables a professional user

administration on customer side

Faster and better access control to the Web shop



© SAP AG CR800 2-32

SAP AG 2004

Shop Management: Unit Summary


Set up a Web shop via a Web application

Customize the Web shop according to your specific needs Customize the relevant user-settings for a B2B and B2C Shop

Log on to a B2B Web shop with your own user account



© SAP AG CR800 2-33

Exercises

Unit: Shop and User Management

Topic: Shop Management

At the conclusion of this exercise, you will be able to:

• Describe the idea of a WebShop

• Create a new B2C and B2B WebShop

WebShop Management

1 Create a B2C WebShop for the following exercises.

1-1 To access the WebShop admin application, open the following URL:

choose the webshop admin link within your favorites folder or use the followinglink: http://<webserver:50000>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X

X=last digit of your client (for example, “0” if the CRM client is “800”)

1-2 Log on with your CRM user name.

1-3 Choose scenario Internet Sales B2C and select the New Shop button.

1-4 Save your entries.


WebShop ID ZB2CSHOP##

Description B2C WebShop for gr. ##Country group US

Catalog PCSHOP

Variant VAR_EN

Transaction type ZIS



© SAP AG CR800 2-34

2 Create a B2B WebShop for the additional exercises.


choose the webshop admin link within your favorites folder or use the following

link: http://<webserver:50000>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X


2-2 Log on with your CRM user.

2-3 Choose the Internet Sales B2B and select the New Shop button.


WebShop ID ZB2BSHOP##

Description B2B WebShop for gr. ##

Partner Function Contact

Person

00000015

Country group US

Catalog PCSHOP

Variant VAR_EN

Transaction type ZIS


3 Access your B2C and B2B shop using the following URLs and check if your shop appearsin the shop list.

B2B: Choose the B2B webshop link you’re your favorites folder or<http://<Webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80 X &language=en>

B2C: Choose the B2C webshop link you’re your favorites folder or<http://<Webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80 X &language=en>




© SAP AG CR800 2-35

Exercises

Unit: Elements of CRM

Topic: User Management

At the conclusion of this exercise, you will be able to:• Explain the relationship between business partner and Internet user

• Create a new Internet user .

In the following section, you will create a contact person for thecustomer Happy Store and then create an order for this customer in theB2B WebShop.

Business Partner in CRM: Happy Store

BP-Number: 3995

4 Creation of a Contact Person by a WebShop Manager

4-1 Start the Web-based user management application.

http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X

X=last digit of your client (for example, 0 if the CRM client is 800)

4-2 Try to log on with the user name 233 and password welcome. Why did it notwork? What message appears?

_______________________________________________________________

_______________________________________________________________

4-3 Check if the role SAP_CRM_ISA_WEBSHOP_MANAGER is assigned to theCRM system user with the alias 233?

4-4 Check if this role is assigned to user with the alias 461?

4-5 Start the Web-based user management application again and log on with user name461 and password welcome.



© SAP AG CR800 2-36

4-6 Create a new contact person for the customer Happy Store (BP number: 3995)

using this Web-based user management application.


UserID Miller##

E-mail miller##@sap.com (or one of youchoice)

Company Happy Store, BP-Number 3995

Authorization Authorizations for Internet Customers

Form of Address Mr.

First Name John

Name Miller##

Select the language English and leave the other fields empty. Select Create.

4-7 Note your user ID and password.

____________________________________________________

4-8 What did you just create in the CRM system?

4-9 Check if both exist in the CRM system

4-10 What role has been assigned to the user?

Leave the transaction.

4-11 Log on with your new contact person to the B2B WebShop. Start your browserand call up the B2B scenario.


Enter the user ID of the contact person (miller##) and the password.

Choose the WebShop ZB2BSHOP## and create an order with product HT-1000.

4-12 Check in the CRM System to see the sold-to-party and the contact person that areassigned to this order.

Menu path: SAPmenu→ Sales Maintain Sales Transactions

Sold-to party:

Contact Person:



© SAP AG CR800 2-37

5 Optional: Creation of Contact Persons by a Super User

In this exercise, you enable an employee of the customer Happy Store to create additionalcontact persons.

5-1 Start the Web-based User Management application



5-2 Log on with user name 461 and the password: welcome.

5-3 Create new superuser for the customer Happy Store (BP number: 3995 ) using theWeb-based User Management application.

Field Name or Data

Type

Description or Value

UserID Superuser##

E-mail Jane.Smith##@sap.com (or one of you choice)

Company Happy Store, BP-Number 3995

Authorizations Internet Sales User Administration

Authorizations for Internet Customers

Form of Address Mrs.

First Name Jane

Name Smith##



____________________________________________________

5-5 Start the Web-based User Management application again.


5-6 Log on with the new user ID and password (Jane Smith##).

5-7 Create a new contact person as in exercise 4. What are the two differencescompared to exercise 4, when you created contact persons as a WebShop manager?

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________



© SAP AG CR800 2-39

Solutions

Unit: Shop and User Management

Topic: Shop Management

WebShop Management

1 Create a B2C WebShop for the additional exercises.


http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X


1-2 Log on with your CRM user.

1-3 Choose scenario Internet Sales B2C and select the New Shop button.

WebShop ID: ZB2CSHOP##Description: B2C WebShop for gr. ##Country group: US

Choose the Catalog tab.Catalog: PCSHOPVariant: VAR_EN

Choose Order tab .

Transaction type: ZIS




© SAP AG CR800 2-40

2 Create a B2B WebShop for the additional exercises.


http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X


2-2 Log on with your CRM user name.

2-3 Choose the Internet Sales B2B scenario and select the New Shop button.

WebShop ID: ZB2BSHOP##Description: B2B Web shop for gr. ##Partner Function Contact Person: 00000015Country group: US

Choose the Catalog tab .

Catalog: PCSHOPVariant: VAR_EN

Choose Order tab .

Transaction type: ZIS


3 Access your B2C and B2B shop using the following URLs and check if your shop appearsin the shop list.

B2B: <http://<Webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80 X &language=en>

B2C: <http://<Webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80 X &language=en>




© SAP AG CR800 2-41

Solutions

Unit: Elements of CRM

Topic: User Management

4 Creation of a Contact Person by a WebShop Manager

In the following section, you will create a contact person for the customer Happy Store andthen create an order for this customer in the B2B Web shop.

Business Partner in CRM: Happy Store

BP-Number: 3995




4-2 Try to log on with the user name 233 and password welcome. Why does it notwork? What message appears?

You do not have authorization (e.g. role

SAP_CRM_ISA_WEBSHOP_MANAGER) for User Administration.

4-3 Check if the role SAP_CRM_ISA_WEBSHOP_MANAGER is assigned to theCRM system user with the alias 233.

Log on to the CRM and check in transaction SU01 if this role is assigned to

user with the alias 233. (Type 233 in the Alias field and choose Enter .) You

will see that the role is not assigned. Therefore, you could not log on to the

User Management.

4-4 Check if this role is assigned to user with the alias 461.

In transaction SU01, type 461 in the Alias field and choose Enter . Navigate to

the Roles tab . You will see that this user has this role assigned and therefore,

owns the authorizations for a WebShop manager.

4-5 Start the Web-based user management application again and log on with user name461 and the password welcome.



© SAP AG CR800 2-42

4-6 Create a new contact person for the customer Happy Store (BP number: 3995 )

using this Web-based user management application.

UserID: Miller##E-mail: miller##@sap.com (or one of you choice)Company: Happy Store, BP-Number 3995

Select the Company Search button and enter the BP-Number (3995). Choose

the Go! button. Select the company by marking the check box and click on the

Adopt link .Authorization: Authorizations for Internet Customers

Mark the authorization in the left menu (Not Assigned) and select the First

Arrow button. The selected authorization should appear in the right menu.

Form of Address: Mr. First Name: John Name: Miller##

Enter the data into the fields in the lower area of the window. Select the

Continue button .



____________________________________________________

4-8 What have you just created in the CRM system?

1. A business partner account (role: contact person)

2. A system user

4-9 Check if both exist in the CRM system

1. Open the business partner master (Tx BP) and check out the

relationships of the business partner 3995 (Happy Store Los Angeles).A contact person John Miller## has been assigned to this customer

2. Start Tx SU01 and enter Miller## in the Alias field and select Enter . A

user with the alias Miller## has been created.

4-10 Which role has been assigned to the user?

Role: SAP_CRM_INTERNET_CUSTOMER

Leave the transaction.

4-11 Now log on with your new contact person to the B2B Web shop. Start your browser and call up the B2B scenario.


Enter the user name (ID) of the contact person (miller##) and the password.

Choose the WebShop ZB2BSHOP## and create an order with product HT-1000.



© SAP AG CR800 2-43

4-12 Check in the CRM System the sold-to-party and the contact person that areassigned to this order.

Menu Path: SAPmenu→ Sales → Maintain Sales Transactions

Button: Open Business Transaction

Enter the order number from previous exercise and select Enter .

Go to the Partner tab page.

Sold-to party: Happy Store Los Angeles (BP#: 3995)

Contact Person: John Miller##

5 Optional: Creation of Contact Persons by a Superuser.

In this exercise, you enable an employee of the customer Happy Store to create additionalcontact persons.




5-2 Log on with user name 461 and the password welcome.

5-3 Create a new superuser for the customer Happy Store (BP number: 3995 ) usingthe Web-based user management application.

UserID: Superuser##E-mail: Jane.Smith##@sap.com (or one of you choice)Company: Happy Store, BP-Number 3995

Select the Company Search button and enter the BP-Number (3995). Choose

the Go! button. Select the company by marking the check box and click on the

Adopt link .Authorizations: Internet Sales User Administration

Authorizations for Internet Customers

Mark the authorizations in the left menu (Not Assigned) and choose the First

Arrow button. The selected authorizations should appear in the right menu.

Form of Address: Mrs. First Name: Jane Name: Smith##

Enter the data into the fields in the lower area of the window. Select the

Continue button .Select the English language and leave the other fields empty. Choose Create.



© SAP AG CR800 2-44


____________________________________________________

5-5 Start the Web based user management application again.


5-6 Log on with the new user name (ID) and password (Jane Smith##)

5-7 Create a new contact person as in exercise 2. What are the two differences

compared to exercise 2, when you created contact persons as a WebShop manager?

Only contact persons for the company Happy Store Los Angeles can be

created. The superuser can only assign those authorizations that he was

assigned to.



© SAP AG CR800 3-1

SAP AG 2004

Catalog Setup

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 3-2

SAP AG 2004

Catalog Setup: Unit Objectives


Set up the mySAP CRM product catalog with specific documents

(like pictures) and texts

Explain how a catalog can be activated and replicated

Specify views for individual customers or customer groups

Add additional product information (attributes from the product

master)

Display your own catalog in a Web shop

Explain the product catalog export

function



© SAP AG CR800 3-3

SAP AG 2004

Catalog Setup

Catalog Setup

Collaborative Views

What is the catalog for? It enables customers to quickly access timely and relevant product information

via the Web.

Constituents of Catalog Management are:

Multimedia product catalog with detailed product information, images and files, customer-specific prices, and availability information

Catalog management tools to create, maintain, publish, and export multiple catalogs

Sophisticated catalog search to quickly find the right product

Side-by-side product comparison helps customers to make effective purchasing decisions

Customer-specific catalog views (set up by vendor or as a self-service by customer) to personalize

your customers’ Web experience

Personalized product recommendations



© SAP AG CR800 3-4

SAP AG 2004

Catalog Management - Features

Web UI

Define catalog hierarchies and variants:

Multilingual, multicurrency, multiple UOM’s

Comfortable catalog structuring via hierarchies

Unlimited numbers of hierarchies and variants

Add product attributes on a flexible base

Define catalog items:

In reference to items of product master

Add multimedia data (picture, sound,and documents)

Predefine product variants

Define accessory relations

Automatic/manual assignment ofproducts to catalog

Activate/Deactivate: Products/areas/Catalog

Publish catalog:

Initial and delta replication of catalog data



© SAP AG CR800 3-5

SAP AG 2004

Enhanced Search Results

highlighted

search term

total number

of products

no. of

available

result pages

number of

products

displayed

per page

Administered

link

The product search within the catalog works in many ways. The search can be switched to fuzzy/error-

tolerant, spelling errors will be ignored then. You can navigate through search results where the search

term is highlighted.• The search result is provided with:

• Number of products per page

• Number of results found

• Page counter

If your company runs a campaign within the web shop, it is possible to provide administered links in the

search result.



© SAP AG CR800 3-6

SAP AG 2004

Set Up and Distribution of Product Catalog

The product catalog is maintained via web based Catalog Management

and stored in the CRM system. After creation it is replicated to the

Index server. Multimedia objects are published to the Web server.

WebServer

J2EE AS

CRM System

Index

Server

Publishing

ReplicationProduct

Catalog

Web Server

Web Catalog

Admin

Product catalogs are used to present products in the Web (Web shop).

The product catalog of mySAP CRM E-Commerce is maintained in the SAP CRM system or via web

based Catalog Management and after that replicated to an Index server for fast access. For the same

reason, multi-media objects are published to the Web server. The index server enables access to thecatalog data quickly, and enables searching and browsing through the product catalog efficiently without

accessing the SAP CRM system. The index server is accessed directly from the J2EE Application

Server.

The product catalog is based on the CRM product master. In general, the material master data is

maintained in the SAP R/3 system and then transferred to the product master in the CRM system. In the

CRM system, the product master data is used to create one or more product catalogs for one or more

Web shops.

Replication to the Index Server:

The product catalog is replicated to the index server (structure, texts, and so on). Since an index iscreated on the index server, you can search through and select products in the product catalog quickly

and efficiently without having to access the SAP CRM system. The index can be updated on the indexserver at any time. The index is the database (file structure) of the product catalog in the Web.

All necessary settings for replication are done in transaction SRMO.

Publication to the Web Server:

A catalog usually contains binary data such as images, sound files and other MIME objects. Since the

IMS cannot process binary data, the MIME documents are replicated to a special directory on the Web

server. For the replication and publication processes, you must define HTTP and FTP settings.



© SAP AG CR800 3-7

SAP AG 2004

CRM System / Web Catalog Admin

Product Catalog: General Structure

Basic Data

Administration Data

Product Catalog

PCSHOP

Computer

Printer

Variants

Header

Views

Catalog Structure

Catalog Area

A product catalog in the CRM system consists of seven basic elements:

1. Catalog header

2. Catalog areas (structure of the catalog)3. Variants

4. Views

5. Catalog Areas

6. Item List within a Catalog Area

7. Item Details

The catalog header contains a particular catalog type and additional data that applies to the entire

product catalog (validity period, basic characteristic list, date of creation, last changes, and so on). The

characteristics list at this level is valid for all the products in the product catalog. It is used for general

characterization and in the Web catalog.

Catalog areas enable a product catalog to be structured and organized to suit the company's

requirements. The areas are arranged hierarchically and are unlimited in number. Different versions of a product catalog can be defined with catalog variants. A variant is always based

on the same dataset, but can be defined for different languages, currencies, price controls, or distributionchains (sales organization and distribution channel). If several catalog variants are defined, the same

dataset is used to create catalogs in several languages and/or with different pricing, for example.

Catalog views define the catalog areas/individual products that are displayed for a customer/target

group in the Web shop.



© SAP AG CR800 3-8

SAP AG 2004

Catalog Type

Type of product assignment

The usage of the catalog

Possible product types

Text determination

Document on area and item

level

Usage and format of productorder number

Type of product assignment

The usage of the catalog

Possible product types

Text determination

Document on area and item

level

Usage and format of productorder number

The catalog type defines:

Each catalog header contains a particular catalog type.

Definition of catalog types in Customizing: Path (IMG): CRM Master Data Product Catalog

Define Catalog Types

The catalog type determines the type of product assignment.

Automatic assignment: The products are transferred automatically to the catalog areas. This is done by

the assignment of a product category to a catalog area. The actual maintenance to the catalog item is

shifted to the product master.

Both manual and automatic product assignment can be used in a catalog, as long as the corresponding

catalog type was chosen. In a specific catalog area products can either be assigned manually or

automatically.

The catalog type also controls the text determination procedure for catalog areas and items and which

documents are transferred from the product master and which document types can be maintained within

the product catalog (the latter only for catalog areas with manual product assignment).

Once assigned, the catalog type of a catalog cannot be changed.



© SAP AG CR800 3-9

SAP AG 2004

Catalog Type: Manual and/or Automatic Assignment

Manual Item Assignment

Each product has to be assigned manually to a product catalog area

Automatic Item Assignment

The selected product category determines which product appears in

the catalog

Very flexible (all product data can be maintained

within the product catalog), much work to do

Less flexible (product data is retrieved from the

product master), fast catalog set up

Manual Item Assignment:

Product descriptions (texts, documents, attributes) can be changed and added on product catalog level

Active and inactive versions (work versions) for product items can be kept in product catalog sub-area

Accessories have to be chosen manually from the product master

Automatic Item Assignment:

No catalog-specific attributes can be used (only from product master)

No catalog-specific texts and documents on product catalog level (only from product master)

No product items can be added or removed manually

Products appear automatically with latest information from product master

Accessories are taken automatically from the product master



© SAP AG CR800 3-10

SAP AG 2004

Variants

Objective

To use one catalog (with the same dataset) for several languages,

currencies, pricing models, and distribution chains

LanguageSpecifies the language of the

product data

Currency, Currency 2Specifies the primary and secondary

currency

Sales organizationOrganizational unit – is used as a

default value to generate a sales

order created in the Web shop

Responsible Org.UnitIs used for partner determination

within created orders

Distribution channel

Organizational unit – is used as a default

value to create a sales order

Pricing procedure

Is used to determine prices in the Web shop

Unit of measure type

Specifies the unit of measure type for the

products in the Web shop

(base unit of measure, sales unit, for

example)

Service organization optional)

To combine service material and standard

products in one catalog

Required settings for each variant (selection):

You can define different versions for each catalog using the catalog variants. You can create catalogs

with the same dataset in various languages, currencies, or distribution chains by defining different

catalog variants. In addition to the required entries above, the following optional settings can be maintained for each

variant:

Valid from – valid to

Period in which the variant is valid

Customer group, value group, price list type

Optional entry fields for pricing, which are transferred to the IPC

Service Organization

- Material category DIEN

- Service organization as a field in the catalog variant

- Service material and standard products in one catalog

- Enables combined product and service offerings, with mutual cross- and up-selling



© SAP AG CR800 3-11

SAP AG 2004

TextsDocumentsBasic Data

Catalog Areas

Catalog Areas

Language-dependent texts

Load and save

local files

Document ID

Document type

Description

Language

Catalog area type

Area characteristic

list

Active symbol for

catalog area

PCSHOP

Printer

Computer

Catalog areas enable a product catalog to be structured and organized to suit the company's

requirements. They are arranged hierarchically and are unlimited in number.

Within the detail area the data can be entered. There are three tabs. To be able to change the data theareas have to be inactive. This can be achieved either by deactivating the area or by creating a work

version. If the area is deactivated and the catalog is saved, then the replication/export will no longer use

this area (and their sub areas as well even when they are active). A replication would then delete the

areas from the index and the web shop could no longer access them. A working version keeps the latest

active version for this purpose and the changing is done on a copy of the original.

Basic Data:

Here the area can be switched from active to inactive and vice versa by clicking on the bulb icon. Thework version is created by clicking on the button next to the bulb icon.

The catalog area can only be published on the index server if the catalog, variants, catalog areas, and

products are active.

Documents:

You can assign documents, such as images, to the catalog areas. These documents are then displayed in

the Web catalog when the catalog area is accessed.

Texts:

These texts are only published on the index server if the respective variant is published with the valid

languages.



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SAP AG 2004

Catalog Items

Item List

Items

Product number

Product description

Active symbol for product

Administration data (created, changed, and so on)

Accessories

An item list is assigned to each catalog area (manually or automatically, depending on the catalog type

and the checkbox in the catalog area).

The item list shows all the products that are assigned to a catalog area. The product number, producttype, and product description are also displayed. The characteristics that were defined in the catalog

header and area are displayed at this level. These characteristics can be maintained if they are assigned to

the item list manually.

The products in the item list must be activated (manual assignment) if they are to be published. In

addition to the product catalog, the catalog variant and the catalog area have to be activated.

The item list can be exported to a local file; different formats are supported (HTML, simple text, and so

on) (only within the CRM-System).

The dropdown box For Variant can be used to filter the item list for a certain variant (sales line).



© SAP AG CR800 3-13

SAP AG 2004

Item Details

Item Details

Documents and texts for items

o Integration of different documents

o Language-dependent documents

o Language-dependent texts

Language-dependent texts

Description Language

Computer English

Product documents Item documents Texts

Multimedia objects, such as images, video/sound files, or texts, can be assigned to each product. After

replication, these documents are displayed with the corresponding products in the Web catalog.

Because the user logs on in a particular language, the system is then able to display to the user the textsand multimedia objects defined in that language. Otherwise, the language-independent texts and/or

multimedia documents are shown. This makes the job of deploying a multi-language Web shop much

easier.

Each document is saved under a document ID and classified according to the document type (thumbnail,

video, and so on).

Languages: In addition to the item description, the following objects of the catalog can be language

specific:

The name of the product catalog

The description of the catalog areas

The description of the catalog variants

The multimedia objects

The description of the catalog views



© SAP AG CR800 3-14

SAP AG 2004

Activation for publication

Deactivate to exclude from publication

Four activation levels:

Catalog header

Catalog variant

Catalog area

Product item

Activation/Deactivation

Required to release the product catalog

(and new or changed catalog contents)

Activate/deactivate: With this function, you can release product catalogs or catalog contents (new and

changed) for publication in a Web shop or you can deactivate these publications.

The publication entails four activation levels:

Product items: Releasing product items for publication

Catalog area: Releasing a catalog area with all its subareas for publication

Catalog variant: Releasing a catalog variant with all its active subareas for publication

Catalog header: Releasing a product catalog for publication



© SAP AG CR800 3-15

SAP AG 2004

1. A view represents a product catalog filter

2. Views can be used when catalogs are displayed in the

Web shop or for the XML export

3. Views can be assigned to business partners or target groups

Catalog Views

Catalog views define the areas/individual products(B2B shop: customer specific) that are displayed for customers in the

Web shop or that are exported via XML

View maintenance is pretty simple. Create a view by entering an ID and a description and then choose

the magnifier and select the areas and items you want to include in the view. Items are only selectable if

the area is of type manual assignment. Views and variants are different types of filters for catalog contents:

Catalog View:

- Mainly works as a filter

- Optional

Catalog Variant:

- Is more than just a filter; the parameters required for the replication (such as language, sales

organization, currency, and so on) are also defined

- Is a prerequisite for every catalog



© SAP AG CR800 3-16

SAP AG 2004

Create Views

Views are created in product catalog maintenance

In the details view of a defined catalog view, you can select the products or product catalog areas that are

to be included in the view.

You can choose the individual business partners or target groups for which the view will apply bychoosing Assign business partner .

The catalog view must be included in the definition of the Web shop. There are two options. If the view

is to apply for all visitors to the Web shop, it is entered in the Catalog view field. This setting is then also

valid for the B2C scenario. If the view is not to apply for all visitors, the Catalog determination field is

checked. The system then checks whether a view is assigned to the Web shop user, in other words, to the

B2B contact person who is currently logged on. If no view is assigned to this user, the same tests are

performed for the sold-to party for whom the contact person is responsible. The catalog determination

function only works in the B2B scenario.

For each catalog view, a partner/product range (PPR) is generated in the background. A PPR is used to

sell a particular range of products to a selected group of business partners (or target groups) within a

specified interval.



© SAP AG CR800 3-17

SAP AG 2004

Process of Catalog Determination

Contact person logs on

His/her sold-to-party is determined

System searches for catalog views assigned to the contact person; if not

successful it searches for view assigned to the sold-to-party (also over

target groups)

Catalog view ⇒ product catalog ⇒ catalog variant

with matching sales area

List of catalog variants to choose from, similar to shop list in standard

scenario

The user will only see areas and items contained in both the variant

selected and the view determined by the system



© SAP AG CR800 3-18

SAP AG 2004

Product Hierarchy Catalog Structure

Level 1 Level 1

Level 2 Level 2

Level 3 Level 3

Level 4 Level 4

.......... ..........

Set Up a Catalog Structure from a Hierarchy

A catalog structure can be set up by means of

a product hierarchy

To set up a catalog structure from a product hierarchy, you choose Edit and Transfer product hierarchy

from the menu in the catalog processing transaction. This means that the catalog structure is proposed

from the structure of the product hierarchy. All the products assigned to the hierarchy (on the Basic Datatab of the product master) are automatically drawn into the appropriate catalog areas using their

assignment to the product categories within the hierarchy.

There are two prerequisites here:

A variant must be defined for the catalog in advance.

The products must be maintained for the distribution chain defined in the catalog variant.

To create a new catalog, and to save time, entire catalogs or individual catalog areas can be also be

copied (either directly or in a scheduled job if you have big catalog). Thus a new catalog can easily be

compiled from existing catalogs/catalog areas.

If a (source) catalog is to be copied as a whole, use Copy in the main Web screen for product catalog

management. In this case, the new catalog must not yet be defined.

Please note: If you copy from a product catalog of the type manual product assignment or both, you can

choose for the type of your new catalog only between manual product assignment or both. If your source

catalog is of the type automatic product assignment you can also choose manual product assignment as

the type for your new catalog.



© SAP AG CR800 3-19

SAP AG 2004

Adding Product Attributes to the Catalog

List of Catalog

Characteristics

Attribute

(product master)

catalog header catalog area

Set Up

Use

Set Type

(product master)

standard

characteristic

master characteristic(refers to field in product

master)

A catalog item characteristic (e.g., color, size, and weight) is used to describe products in product

catalogs. Catalog item characteristics are assigned to a catalog characteristics list, which in turn is

assigned to a catalog header or to a catalog area. In a Web catalog, you can use these catalog itemcharacteristics to search for a specific product.

There are two types of catalog item characteristics:

Standard characteristic: The catalog item characteristic defines a product characteristic that is only

relevant within the product catalog. The value (e.g., green) of this characteristic (e.g., color) needs to

be assigned directly within each catalog.

Master characteristic: The catalog item characteristic refers to a field in the product master set type.

This means that the characteristic values are determined from the corresponding field in the productmaster record. They cannot be changed in product catalog maintenance.

List of Catalog Characteristics (LOCs) are also used to filter products.



© SAP AG CR800 3-20

SAP AG 2004

Replication of Product Catalog

Input Parameters

Run Parameters

- Product Catalog- Variant

- Search Server Relation

- Publishing Computer ID

- Package Size for Indexing

- Overwrite Existing Indexes

(only in SAP GUI)

- start/end date and time

The relevant product catalog data has to be activated

before the initial replication is started.

Initial or Update Replication of Product Catalog

Initial Replication Parameters

In order to be viewed in a Web shop, catalogs (actually catalog variants) must be replicated.. Replication

is the sending of data to TREX, which builds or updates indices that contain area, product and attribute

information. Documents are published to the Web server (via ftp or http).Initial Replication (Tx COMM_PCAT_IMS_INIT):

Performance is considerably improved if the replication runs as a background job (F9) in transaction

COMM_PCAT_IMS_INIT.

Replication without publication is possible, but not publication without replication.

Overwrite existing indexes should be used with care, because it deletes all the old indexes and re-

configures the index server.

If you have a large product catalog in a productive system, the replication process can take several hours.

The Web shop must be closed during this time (only available in SAP GUI).

Via Web Catalog Management, replication can be scheduled.

Update Replication (Tx COMM_PCAT_IMS_UPDA):

An update replication can be performed at any time after the initial replication.

When catalog data is changed, the system recognizes this by using ALE change pointers to the modified

fields. This means that only the data which has been changed is transported.

In report COM_PCAT_IMSD_CP_SHOW you can see all changes, which are taken into account by the

update replication.



© SAP AG CR800 3-21

Single Replication (Tx COMM_PCAT_IMS_SINGLE)

Changes specific catalog data based on user input on selection screen.

Creates/updates S-Index (es).

Indices are a data source for the representation of the product catalog and search functionality in CRM

E-Commerce application and are stored on the TREX.

S-indices: A LOC may be assigned to a catalog area supporting an additional set of attributes for the

products in this area.

imsAdmin: Tool for interactively searching in TREX index: You access this Web application via the

URL: http://<webserver:port>/imsadmin/ui/init.do.

Replication logs are found in transaction SLG1



© SAP AG CR800 3-22

SAP AG 2004

Documents (e.g., images) can be displayed in the Web shop for

…

Products

Catalog areas

Best sellers

...

Assignment of Documents

result

Use of the Business Document Service (BDS)

Standard document types are supported by the Web shop JSPs

out of the box

Documents (e.g., pictures) can be assigned to the specific products or catalog areas in the product

catalog. These documents are then displayed in the Web shop, together with the corresponding product

or catalog area. You assign document types in the product catalog; for catalog areas under the area header section, for

products under the catalog item detail section.



© SAP AG CR800 3-23

SAP AG 2004

Document Types in the Catalog

E x a m p l e o f a c a t a l o g p a g

e

Notebooks

More comfort means better time utilization

Think about your mobile equipment, your

activities around the world

Product list

“Protecting your laptop from damage" (PDF)1)

Document

3D area screen as O2C

PDF document (area)

Document type

ECO_O2C

ECO_PDFA

Document

PDF document (item)

Document type

ECO_PDFI

Within other catalog areas you will find other

useful accessories.

Notebooks

are built in

europe and

have the most

exciting

features.

Documents on area level

Documents on item level

You maintain the document types that can be assigned to a catalog area and/or item in the Customizing

(see CRM IMG: Web Application Server SAP Web Application Server Basis Services

ArchiveLink Basic Customizing Edit Document Type). Note that the Web shop templates must be adapted to visualize new documents within the Web shop.

The language controls the publication of documents in catalog variants. If language independent is

selected, the document is valid for all the languages defined in the catalog variants.

Each document is saved under a document ID and classified according to the document type (thumbnail,

video, and so on).



© SAP AG CR800 3-24

SAP AG 2004

Document Types in the Catalog – Configuration

5. Maintain texts for products, items or areas

6. Replicate and publish catalog

1. Document Class

2. Document Type

3. Templates for Folders

4. Catalog Type

Configuration Steps:

C u s t o m i z i n g

Document

PDF document (item)

Document Type

ECO_PDFI

Document

3D area screen as O2C

PDF document (area)

Document Type

ECO_O2C

ECO_PDFA

7. Change JSP User Interface

Define document class: SPRO SAP Web Application Server SAP Web Application Server

Basis Services ArchiveLink Basic Customizing Edit Document Classes

Define document type: SPRO: SAP Web Application Server SAP Web Application Server BasisServices ArchiveLink Basic Customizing Edit Document Type

Define templates for folders: SPRO: CRM Basic Functions Content Management Define

Templates for Folders

Maintain catalog types: SPRO: CRM Master Data Product Catalog Define Catalog Types



© SAP AG CR800 3-25

SAP AG 2004

Text Determination in the Catalog

E x a m p l e o f a c a t a l o g p a g

e

Notebooks

More comfort means better time utilization

Think about your mobile equipment, your

activities around the world

Product list

Protecting your laptop from damage (PDF)1)

Text

Area headline

Area description

Text type

Z001

Z002

Text

Item description

Text type

Z005

Within other catalog areas you will find other

useful accessories.

Notebooks

are built in

Europe and

have the most

exciting

features.

Text on area level

Text on item level

1) PDF: portable document format

Side text

Footer

Z003

Z004

The product catalog in the CRM system enables you to load and save text files in a local file system.

This allows existing text documents (description of catalog areas) to be reused.

These texts are only published on the index server if the respective variant is published with the validlanguages.

Catalog Area:

According to the Customizing settings for the catalog type, one or more texts can be entered in

different languages.

Customizing path is CRM Basic Functions Text Management Define Text Objects and Text

Types. The text object used is PCAT_CTY and the text IDs are 0001 0002 and 0003 but they are

changeable.

Customizing path is CRM Basic Functions Text Management Define Text Determination

Procedure. Choose PCAT_CTY and the determination procedures can be entered that are used in the

catalog.



© SAP AG CR800 3-26

SAP AG 2004

Text Determination in the Catalog – Configuration

5. Maintain texts for products, items or areas

6. Replicate catalog

1. Text ID for PCAT_CTY/PCAT_ITM

2. Text Type

3. Text det. procedure

4. Catalog Type

Configuration Steps:

C u s t o m i z i n g

Text

Item description

Text Type

Z005

Text

Area headline

Area description

Text Type

Z001

Z002

7. Change JSP User Interface

Side textFooter

Z003Z004

Templates

Text ID and text types:

IMG activity: Define Text Objects and Text Types

Text determination procedure:IMG activity: Define Text Determination Procedure



© SAP AG CR800 3-27

SAP AG 2004

Web Crawler Features

Web crawler enabling:

Catalog products can be registered with Internet search

engines like Google™ or AltaVista™

Consumers using these search engines are able to find the

registered products

From the search result list, the consumer can navigate directly to the

product details and can place an order

Available for B2C scenario

Web crawler enabling means: the products of your companies web shop can be registered in search

engines like Google™ in order to get direct links to products of your company’s web shop in someone's

search result. That means a potential buyer using the search engine, can directly switch from the search result to the

product details in your web shop and place an order.



© SAP AG CR800 3-28

SAP AG 2004

XCM Settings for Product Catalog

Enable fuzzy

search

Allow

administered

links

The fuzzy search and administered links are settings available in the Extended Configuration

Management.

Web crawler enabling for B2C is standard and available without new settings



© SAP AG CR800 3-29

SAP AG 2004

XML Export of Product Catalog

Catalog Data

Business Partner

Connection Parameters

Export ParametersProduct catalog

Catalog variant

Version (active, inactive)

Business partner number

(used for individual pricing)

Use SAP Business

Connector

or download files

(output parameters)

CRM

ProductProduct

CatalogCatalog

XML

To marketplaces

Or printed catalogs

…

To marketplaces

Or printed catalogs

…

The xml export function is used to export a catalog variant of a product catalog to a business partner. See

transaction COMM_PCAT_EXPORT and COMM_PCAT_PROFILE.

A business partner is needed as in general, with each business partner a certain format and transport

mode is arranged. An update of the catalog is possible, as after each successful export the date and time of this export is

stored in the profile

Export profile:

Prior the catalog export you need to create a export profile (Tx: COMM_PCAT_PROFILE).

The format of the product key with the XML can either be product ID or product order number.

The multimedia profile defines the handling of attachments and is defined in the customizing.

Selection of the transport mode:

Use Business connector

- The RFC Destination to the business connector that should be connected and the mapping format

can be entered. Mappings must be programmed in the business connector package. The goal part

defines where the result is stored. File system is relative to the server where the business connector

is installed. Http Service and Routing rule are managed in the business connector. For more

information please read the documentation there.

File download

- Two different behaviors (if note 659013 is implemented) . If the export runs as a dialog job the path

is relative to the presentation server. As batch job the path is relative to the application server.



© SAP AG CR800 3-30

SAP AG 2004

You can decide whether the file created for the XML export should

contain product order numbers or the product ID

Product Order Number

Product

catalog

with

Product

Catalog ID

WS09

Product order numbers are only relevant for

export for the catalog (not for the shop)

XML Export

CRM

You can determine whether the catalog ID is placed at the beginning or the end of the product number.

Global Customizing of the product order number cannot be changed, while there are catalog types (in

existing clients) which are using the product order number assignment.

Product order numbers are not saved in the database.

BAdIs for enhancing the functionality:

PON_ENCODE

PON_DECODE

Global Settings for Product Order Numbers:

IMG Path: CRM Master Data Product Catalog Global Settings for Product Order Numbers



© SAP AG CR800 3-31

SAP AG 2004

External Catalog Integration: Overview

Product

catalog

External

product

catalog

3rd party spare parts catalogs

B2B Web shop

SAP CRM

Within the Web shop an external catalog can be used. Catalogs like Enigma or Docware contain a lot of

additional information about products. The customer calls the external catalog via a link, chooses the

products, and then transfers these products to the Web shop basket. Prerequisites

The Web shop application B2B has been deployed. For the B2C Web shop, the external catalog

integration is available on a project basis.

The XCM application configuration (old: scenario) that has been created with the help of the XCM

Administration Tool needs to be based on one of the following configurations delivered by SAP:

- b2bWithPortal

- b2bWithUME

- b2bCRMstandard

Additionally, the configuration needs to have the value javabasket for the parameter basketdata.

The products of the external catalog must be maintained in the CRM product master.

No support of configurable products.

The OCI describes how to pack these items’ attributes in a HTML-formatted request or in an XML-

based document that can be sent via an HTTP-Request.



© SAP AG CR800 3-32

SAP AG 2004

External Catalog Integration: Customizing

Settings in XCM

Dummy Catalog

Settings in Shop Management

Shop Management:

A CRM catalog is needed for the following header information: Sales organization, distribution channel,

and language. The CRM Web shop can be built up with just the external catalog. An internal catalog is

needed for the organizational data and needs not to be replicated. Extended Configuration Management (XCM)

Since CRM 4.0 all OCI parameters moved from Web.xml to the XCM.

XCM parameters:

ociReadAllProductData: All basket relevant information’s reading from OCI. If true:

1. The ProductIdVendorAssigned field is taken into account, if this is empty the ProductID field.

2. The external catalog has to provide the CRM product number in this field (product ID needs to exist

in CRM).

3. The price, currency, price unit, and product description will be transferred from the external catalog

(additionally to the quantity, product ID and unit of measurement). A prerequisite for that is that the parameter ociForm is set to XML and the OCI Version 3.5 is used.

ociAllProductsInMaterialMaster: All products are known in the backend (needs to be true for CRM E-

Commerce).

forceIPCPricing (javabasket): True = prices will be recalculated by IPC. If is not set to true, the customer

will first see the transferred price but after the order simulation the CRM specific price.

isInternalCatalogAvailable: Do we read any information from the internal catalog? The default value is

true, as we need the header data from the CRM catalog (true fast order entry is enabled).



© SAP AG CR800 3-33

The following attributes are relevant for the basket:

Product

Quantity

Unit of measure

Product description

Gross price

Net price

Currency

Userexits:

Change catalog URL:

The customer should see a catalog that shows only products relevant for him or her (customer specific

views on external catalogs). The external catalog handles this by individual URLs for each user.

User Exit in isa.isacore.action.oci.OciGetCatalogURLAction

Modify item list (retrieval of further data from the external catalog).

Add additional fields to the item list.

User Exits in isa.isacore.action.OciReceiveAction



© SAP AG CR800 3-34

SAP AG 2004

Catalog Setup II

Catalog Setup

Maintenance Web interface/SAPGui)

Structure

Views

List of Characteristics

Documents

Texts

Enhancements

Catalog Export

Collaborative Views



© SAP AG CR800 3-35

SAP AG 2004

Contact Person

Employees in the same

company as the

superuser)

Contact Person

Employees in the same

company as the

superuser)

Catalog ViewsCatalog Views

Collaborative Views: Overview

Superuser

on customer-side)

Superuser

on customer-side)

Computers

Printers

Computers

Scanners

r

e

t

e

s

r

e

t

e

s

In

Web

Shop

In

Web

Shop

Collaborative Views enable customers to change their catalog views in self-service.

Process flow:

The customer’s administrator (super user), who is authorized to create catalog views for employees

(contact persons) of the company, logs on to the Web shop.

The administrator creates new catalog views from the whole range of products in the catalog and

assigns them to employees.

Employees log on to the Web shop and see their assigned catalog views. The search is limited to the

products, which are part of the catalog view.

The owners of the Web shop save maintenance, effort, and time by having the Web shop customers take

over this task.

Collaborative Views can be based on the views that the Web shop administrator has created (on the

vendor-side).



© SAP AG CR800 3-36

SAP AG 2004

Collaborative Views: Maintenance and Assignment

Using a Web-

based interface

Using a Web-

based interface

View Maintenance

Assignment of

Employees



© SAP AG CR800 4-1

SAP AG 2004

Order and Contract Processing

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 4-2

SAP AG 2004

Order and Contract Processing

Order Processing

Batches and Product Determination

Free Goods

Contracts and Contract Negotiation

The following functionality can be found in Catalog and Order Management:

Contract Negotiation

RFQ Processing

Batches

Product Determination

Free Goods functionality

Support of Bill of Material Explosions

Backorders

Paging in large documents

Customer Specific Views for External Catalogs

OCI Enhancements

Web Catalog Management



© SAP AG CR800 4-3

SAP AG 2004

Order and Contract Processing: Unit Objectives


Point out the ordering features with CRM E-Commerce

Set up requests for quotations Maintain the organizational data for the Web order

Set up product determination and contract negotiations



© SAP AG CR800 4-4

SAP AG 2004

Order and Contract Processing I

Order and Quotation Processing

Batches and product determination




© SAP AG CR800 4-5

SAP AG 2004

Quotation and Order Management Overview

Browses in catalog and

adds products to the

shopping basket or

enters product ID directly

in the shopping basket

Customer

Adds item and header

specific data (like

requested delivery date,

text messages,etc.) and

creates order

Customer

Gets order confirmation

with order number and

e-mail notification

Processes order

Checks order and

shipping status, and

can change order

depending on status

Receives delivery and

pays invoice

Customer

1

2

34

5

6

Customer

Vendor

Customer

Quotation and Order Management is the main scenario within SAP’s Key Capability E-Commerce.

It comprises the main processes of SAP’s webshop solution like “Inquiry Processing”, “Quotation

Processing” or “Sales Order Processing”.

E.g. “Sales Order Processing” describes the typical process a shop user will experience if he uses theshop:

First he finds products in the catalog and adds them to the shopping basket,

Second, he maintains all required data in the shopping basket and sends an order

Third, he gets an order confirmation.

Afterwards it is the vendor’s turn to process the order.

The shop user can check his order and sees at any time the latest status information.

The sales process is finished when he has received his products and made payment.

The main functional components for Quotation and Order Management are

the web catalog,

the shopping basket,

the order status information.



© SAP AG CR800 4-6

SAP AG 2004

The transaction type used for Web orders

in the CRM system is specified in the Web

shop profile

For the B2B scenario, a transaction typegroup is assigned that contains the valid

transaction types

Transaction Types for Web Orders

Web Shop

Internet

- Transaction Type (ZIS)

Basic function: Pricing Determination

Partner Determination

Text Determination

- Transaction Type (ZIS)

Option to redetermine pricing

CRM System

The transaction type/s used for CRM E-Commerce orders is specified in the Web shop profile. This

transaction type controls the processing of the basic functions in the CRM system.

Within B2B, the Web shop customer can use multiple transaction types for creating orders and

quotations. This allows Web shop customers to specify their various needs, for example, to select between an express order and a standard order. This ensures that the logistical fulfillment process can be

influenced initially by the customer. It is possible to exclude certain transaction types for specific

customer groups or individual customers.

The same transaction type is used to create sales orders in SAP R/3. When orders are transferred to the

SAP R/3 system, certain basic functions can be performed again (such as pricing).

Order status

On header level:

- Overall status (can be open in case of order related billing)

Open/Completed

- Delivery statusOpen/Completed (set if all items are completed)

On item level:

- Open,

- Partially delivered (set if deliveries exists but not yet completed),

- Completed

- Cancelled



© SAP AG CR800 4-7

The display of Schedule Lines in Order Status is an often required feature in webshops: If the required

quantity of an item cannot be delivered completely, schedule lines in the CRM sales order display the

remaining quantity and the expected delivery date of an item. Since this information is crucial for many

customers, it is also available in the order status which is displayed in the Web shop.

The ‘Display of Incoterms and Payment Terms in Order’:In order to provide more information about

delivery and invoicing for ordered products, incoterms and payment terms are displayed to the Web shop

customer during order processing.



© SAP AG CR800 4-8

SAP AG 2004

Multiple Transaction Type - Shopadmin

Configuration of the transaction group is done in the IMG: CRM E-Commerce Basic Settings

for E-Commerce Define Transaction Type Group

Then the transaction type group is assigned to the web shop profile



© SAP AG CR800 4-9

SAP AG 2004

00R/3 dummy division

Division not active

You maintain within the variant of the product catalog the:

Sales organization

Distribution channel

Responsible organizational unit

The division (at item level) is determined from the product master

The division (at header level) is defined in the IMG

The sales office is set in the Shop Management

Basic Data

Catalog Variant Sales Organ. DChan Pricing.. UoM T ype Organisation …..

VAR_D Sales US RVCEU130 Base un..

Organizational Data of the Web Order

ZISTransaction type Sales via Internet

O 50000612Sales Office

Enable offer creation

Order

US Office Internet Sales

The sales office is assigned to the Web shop (optionally). Within the Web shop it is checked if the sales

office is compatible to indirect assigned sales areas data. The sales office can be used for the catalog

determination. The standard CRM organizational data determination for the sales organization and distribution channel

can not be applied for the Web shop order. The sales area data from the catalog variant is transferred to

the order at order creation time.

Responsible organizational unit: If no responsible organizational unit is maintained within the catalog

variant, the CRM system will start an organizational determination for this unit.

The determination of responsible organizational unit is time consuming.

More than one possible responsible organizational unit could be determined, but in web application no

selection dialog possible therefore may not have the correct responsible organizational unit

assignment.

Solution:

- Maintenance of responsible organizational unit in the product catalog variant.

- Should be on sales office level or lower (if Web shop contains sales office) to assure data

correctness.



© SAP AG CR800 4-10

SAP AG 2004

Optional:Determination of Responsible Organizational Unit

Determination Rule

Attribute

(e.g. Country,

Region)

Organizational Model

Responsible

Organizational Units

Evaluated Attributes

Country: US

Region: MA

Transaction Type

Org. Data Profile

Sales Order

Business Partner

Determination Rule

Org. Data Profile

If no responsible organizational unit is maintained within the catalog variant, the CRM system will try to

determine this unit via the logic illustrated above.

When determining organizational data, the system uses the organizational data profile rule that wasassigned to the transaction type used in the IMG of the CRM system. The determination rule is derived

from this organizational data profile. This determination rule determines which fields are taken into

account when the system determines organizational data from the document data (country and region of

business partner, for example). Using the evaluated attributes from the CRM document, the responsible

organizational units are determined via the attributes of the organizational model or through defined

responsibility.



© SAP AG CR800 4-11

SAP AG 2004

Business Partner Hierarchy

Business partner hierarchy:

Business partner hierarchy enables users to create orders,

quotations, and so on for other Business partners in the

hierarchy

For example companies that are related to each other(main dealer and its branches) can create order for

companies in the hierarchy

Business partner hierarchy supports the concept of a “business partner family” whereby there are parent

– child relationships which can be represented in the structure. In this case, business partners assigned

as “parent” have the ability to create orders and view order status not only for their own company butalso for any of the business partners that are assigned to them as “children”.

The order management capabilities will support these relationships and validate them against the

business partner hierarchy. If the Web shop customer is a parent business partner, he will be presented

with the option of viewing or creating orders for himself or for one of his “children”.



© SAP AG CR800 4-12

SAP AG 2004

Delivery Priority

Delivery priority

Can be assigned to a material or to a combination of

customer and material in mySAP ERP (SD)

Proposed values can be changed Set delivery priority on header and item (only B2B) level

in Web shop

Selected delivery priority is forwarded to ERP (SD)

The E-Commerce B2B and B2C scenarios can allow Internet customers to enter a delivery priority in

the shopping basket. This extended feature provides a better way for Web shop customers to indicate if

the order is urgent or not. The delivery priority field is provided for input at the sales order header oritem level in the B2B shop. In the B2C shop the delivery priority is only on header level.



© SAP AG CR800 4-13

SAP AG 2004

Unit of Measure Selection

Direct entry of UOM (Unit Of Measure) in B2B

Direct entry of UOM in order, quotation and contact negotiation

New line items: Entry field for UOM to speed up entry of multiple line

items

Direct entry of UOM (Unit Of Measure) in B2C

Dropdown box in case more than one valid UOM in basket

If you enter the unit of measure you are not restricted to use the options in the dropdown field, you can

enter it directly into the input field.

Further, the B2B scenario has been enhanced to allow a Web shop customer to select the correspondingUnit of Measure of a product during initial order entry, rather than only in the shopping basket page.

This feature provides a more efficient order entry.



© SAP AG CR800 4-14

SAP AG 2004

Bill of Material Explosion

Sales BOM (Bill Of Material)

Formally structured list of the components that make up a product

Consists of BOM header and BOM items

Components are exploded as sub items in the shopping basket, a

message indicates the explosion

Shop settings control the display of subitems (BOM explosion) and

subitem details

Within order entry and order status, structured products (set, display, lot) are visualized with their

components via a so-called bill of material explosion. This allows Web shop customers to get a detailed

overview of how a structured product is composed. All sub-items of a main item are displayed. Hints on master data preparation:

• A BOM product should have a proper item category group like ‘LUMF’ (pricing on components)

or ‘ERLA’ (pricing on main product)

• Check BOMs in CRM in COMMPR01



© SAP AG CR800 4-15

SAP AG 2004

Bill of Material Explosion - XCM



© SAP AG CR800 4-16

SAP AG 2004

Support of Free Goods

Free Goods

Inclusive - these are free good items which are included in the

order quantity. For example, if a customer orders 10 pc and thereare 2 inclusive goods for free, then the customer will only pay for

8 pc.

Exclusive - these are free good items which are given in addition

to the order quantity. For example, if a customer orders 10 pc and

there are 2 exclusive goods for free then the customer will pay for

10 pc and receive 2 additional pc for free

The E-Commerce B2B and B2C scenarios support the automatic determination of free goods items.

This allows the Web shop owner to give free goods to customers based on certain factors.

The viewing of orders, whether created in SAP CRM or SAP ERP, supports the display of these freegood items. This extended feature provides a way for Web shop owners to offer free goods to Web

shop customers. For example, a web shop customer buys five pieces of a certain product and gets one

for free.



© SAP AG CR800 4-17

SAP AG 2004

Support of Free Goods - XCM

Steps for free goods setup:

Prepare proper condition customizing within the IMG of the CRM database I

- IMG -> Customer Relationship Management -> Basic Functions -> Free Goods -> SetUp Free

Goods

Maintain/check component basket in XCM

- http://<server:port>/<b2b or b2c>/admin/XCM/init.do

- check parameter ‘freeGoodsEnable

- check parameter ‘freeGoodsShowWarningMessage

Maintain Free Goods condition records



© SAP AG CR800 4-18

SAP AG 2004

Change ship-to address

For whole basket

For line items

Add notes

For whole basket

For line items

Define delivery dates

For whole basket

For line items

B2B Web Shop: Shopping Basket

Change ship-to

address and delivery

date per item

Header notes

Line item notes

Availability check: Using either SAP R/3 or SAP Advanced Planner & Optimizer (APO)

Delivery type:

Normal, express, 24h, and so on

Display of relevant shipping conditions

Order Details:

APO infos (if flag in the shop’s master data is set)

Remaining quantity (shown in ordered UOM)

Delivery address (shown only if different from header)

Deliveries

Date (can vary from creation of delivery over goods issue date to actual delivery date at customer

location, depending on SAP R/3 customizing)

- Unit of measurement (in delivery UOM)

- Link to external package tracking (like UPS, DHL, and so on – separate call to SAP R/3)

- Badi for modification of order detail: BAdI CRM_ISA_STAT_DETAIL



© SAP AG CR800 4-19

SAP AG 2004

B2C Web Shop: Payment Forms

PaymentPayment FormsForms

Invoice (default payment type)

Credit card

Cash on delivery

To change settings of payment types

Exclude payment forms

Propose payment forms

Implement BADI

CRM_RISK_MGMT_BADI

In the B2C Shop you can offer your customers the following payment forms:

Invoice

Payment card

Cash on delivery

In the standard system, the invoice is the default payment form.

In the CRM system, the Business Add-In (BADI) CRM_RISK_MGMT_BUDI is available.

Using this BADI, you can:

Exclude payment forms

- If you think the invoice payment method is too insecure, you can exclude this payment method

using the BADI.

Propose payment forms

- Using this BADI, you can set the system to automatically propose cash on delivery to yourcustomer in Internet Sales.

Code example:

Method IF_EX_CRM_RISK_MGMT_BADI~GET_PAYMENTTYPES

CV_PROPOSED_PAYMENT_TYPE = 1

Endmethod

Cash-on-delivery is checked in the Web shop by default



© SAP AG CR800 4-20

SAP AG 2004

Status Management/Workplace

B2C Web Shop

Transfer

Creation of a sales

order with long text

Sales order with long text

Flow control

(Workflow)

Workflow work item for

employee responsible

Order

processing

Status changed/

order releasedNot transferred

to SAP R/3

CRM Customizing

CRM System

In the B2C Web shop of CRM E-Commerce the customer can enter a long text in the header of the sales

order.

With the help of the workflow long texts in sales orders, the employee responsible is informed that anInternet order has been entered with a long text, and is asked to post process this sales order.

This scenario is only valid for texts at header level of the sales order, in other words, only in the B2C

scenario (text type 1000).

Customizing: Choose Text Type 1000 in the Header Customizing (Business Transaction Types: Sales)

of the transaction type used for the Web shop.



© SAP AG CR800 4-21

SAP AG 2004

Paging in Large Documents

Improved handling of large documents

Search for item numbers by range

The change header mode allows header changes only, however

when item relevant header data is changed a re-determination of

products and campaigns can be triggered In the event of an ambiguous result the user is asked to resolve the

conflict manually

Paging functionality is provided to Web shop customers. This functionality is extremely helpful when

paging in large documents with many line items. The Web shop customer can search via different input

parameters, for example, product number, product description or status information, for certain lineitems included in the order. Afterwards, the customers can make their changes at header or item level.



© SAP AG CR800 4-22

SAP AG 2004

CRM System

Automatic Sending of Web Order Confirmations

Web order created

Smartforms called

Mail send

Action triggered

Three options for the order confirmation of the Web order:

In Web shop

E-mail triggered via actions in CRM:

- Customizing Path: IMG: CRM Basic Functions Actions

- Path Smartforms: TX: SMARTFORMS

Output determination in SAP R/3



© SAP AG CR800 4-23

SAP AG 2004

Backorders in the Webshop

Back orders:

Orders containing items

that are due (requested

quantity is not totally

confirmed as it relates to therequested delivery date)

Selection of back orders in

document search

Display of back order items

in work list shows back

order items from multiple

orders

The shop user has the chance to check his backorders in the B2B shop.

They can use the document search to select backorders and get a list of backordered items coming from

the APO system.

They can also see in the order status if an item is backorder.



© SAP AG CR800 4-24

SAP AG 2004

RFQ: Settings in the Web Shop Profile

Shop Management


There are two quotation types (you can use just one type for each Web shop):

1. Lean or Simple Quotations:

A quotation is created based on the transaction type used for orders in the Web shop (like TA or

ISBB)

Extended by date profile to carry validity date (i.e. QUOTE001)

If this type of quotation is requested, the same document is converted into an order.

Status: Open (can be ordered immediately), completed

2. Request for Quotation (RFQ, CRM Quotation):

The transaction type for quotations is taken from the field Order Type for quotations, and may differ

from the transaction type for orders. The AGIS transaction type (Quoation for Internet Sales)delivered by SAP, enables you to obtain a quotation (RFQ) with release and authorization procedure

in one scenario. The request for the quotation takes place in this case by creating a follow-up

document (by copy control).

Are real CRM quotations.

Standard process type AGIS

Status profile: CRMQT_IS

Action profile: QUOTATION_IS

Status: open, confirmed (can be ordered), accepted (ordered), expired (end of validation date reached)

Quotation and Order are linked via DOC_FLOW.

With note 646089 it is possible to handle cancelled positions in ISales.



© SAP AG CR800 4-25

SAP AG 2004

RFQ: Creation

Add note to ask for discounts and rebates

B2B Web Shop

RFQ Processing

A Request for quotation (RFQ)

Is an inquiry by the customer

In technical terms is a quotation with a specific status

Internal employee releases the RFQ by modifying the status

Customer can then place an order with reference to the

quotation

With this process, a Web shop customer can get a quotation for one or more articles from the product

catalog. The process includes accepting and confirming quotations. The Internet user gets special

conditions for the products required and has the option of requesting a quotation.

In technical terms, a request for quotation (RFQ) is a quotation with a specific status. Negotiation process: Employee releases the RFQ by changing the status.

Prerequisites for the Request for Quotation (RFQ) Processing

• You have set the Request for Quotation flag in the Shop Management application to enable

requests for quotations.

• You are using the standard delivery transaction types AGIS and ISBB in your Web shop.

Available status:

• 1. Request for Quotation (CRM quotations):

- Open

- Confirmed (can be ordered)

- Accepted (ordered)

- Expired (end of validation date reached)

• 2. Lean or Simple Quotations (ISA quotations):

- Open (can be ordered immediately)

- Completed



© SAP AG CR800 4-26

SAP AG 2004

RFQ: Release Process

In the employee's CRM Inbox the RFQ appears, the employee

can maintain the price and the text

Within CRM you can change the status of the quotation and assign a price manually.



© SAP AG CR800 4-27

SAP AG 2004

Order and Contract Processing II






© SAP AG CR800 4-28

SAP AG 2004

Batches

Icon indicates a batch

product and expands

the fields below

For scenario one:

enter a specific batch number

What are batches?

Materials that require such precise identification,

for example pharmaceutical products,

are identified and managed in stock not only

according to material number, but also according

to batch number .

Two business scenarios supported:

1. Reorder of batches

• Customer can type in the batch number

• Batches can also be selected from the drop down box

• Entries of the drop down box are filled by a BADI (CRM_BATCH_ISA_BADI) which by

default calls into R/3 (batch master records are not replicated to CRM)

• Batches are only supported in the shopping basket, not in the catalog

2. Input of batch selection criteria

• Customer can enter batch selection criteria for batch products classified accordingly (batch

class 023)

• Batch selection criteria are used for ATP-check and forwarded to follow up documents

• Batch determination takes place in SAP R/3 at point in time of delivery processing

Prerequisite:

• SAP R/3 4.6b or higher



© SAP AG CR800 4-29

SAP AG 2004

Batch Determination

Example for scenario two:

Customer can enter batch selection

criteria for product BM_1000

Steps for customizing:

Sys ToDo

R/3 Setup master data (class, characteristics, product, batches)

R/3, CRM Synchronize the customizing settings of the classification

CRM Assign product set type COMM_PR_BATCH

R/3, CRM Initial data transfer of classification data

R/3, CRM Initial data transfer of products

CRM Check data (class, characteristics, product)

CRM Definition of BADI for: value help batch, input check batch, filter ISA

characteristics

CRM Setup B2B master data (shop, catalog, customer..)

ISA Customize shop for batch handled products; set the flag Batch Processing

Permitted in web shop admin under the tab Order .

If the product is handled in batches and the Web shop supports batch processing, the user is able to

maintain batches.

Note: Batch processing is only supported for the B2B scenario and only in the shopping basket, not in

the product catalog.



© SAP AG CR800 4-30

SAP AG 2004



Two Scenarios:

Customer supports several material codes to identify product

Customer uses condition based product substitution

Relevant to quick order entry of the B2B scenario

Customer can use different customer specific product numbers

during order entry

Product determination maps to general CRM product number

1:n relationship possible (customer specific: CRM product number);

in this case a pop up appears and the customer can then select the

required product manually

Customer specific product number is stored within the CRM order

and is also transferred to SAP R/3

The target of the customizing feature Product Determination and substitution is to enable the SAP

Internet Sales for B2B, to handle entered product ids that resolve to more than one system product

ID and to support the substitution of a product by another product. As long as the determination results in a single system product ID, no user interaction is necessary, but

there may be situations when an entered product ID matches more than one system product ID or

substitute products. In those cases the user will be asked to choose the correct entry from the found

system product IDs, respective of substitute products.

If product determination has taken place, the information as to what system product ID an entered

product ID was mapped to can be shown in the shopping basket, dependent of Customizing.



© SAP AG CR800 4-31

SAP AG 2004

Product Determination in the Webshop

Step one:

Enter product in the fast entry mode

Step two:

Product number is not unique and

customer has to choose the correct

entry

Step three:

The chosen entry is transferred into

the shopping basket



© SAP AG CR800 4-32

SAP AG 2004

Product Determination/Alternative ID

Situation after product

determination has taken place

Customer sees to what system product iD

an entered product id (e.g. partner product

number) was mapped

entered product number

system product ID

(to show this information is customizable)

Steps for customizing:

Settings for CRM

Define a profile for alternative product Ids in Customizing. For this, choose Customer Relationship

Management → Cross-Application Components → SAP Product → Alternative Product IDs →

Define Profiles in the Implementation Guide.

Assigned the profile to the required transaction type in Customizing.

For partner products, maintain partner product in the product master.

For GTINs, maintaine these in the product master.

Settings for Internet Sales:

Set the flag Display product determination information in the Web based Shop Management Tool

http://<web server>:<port>/shopadmin/shopadmin/init.do

under the tab Order to see the system product ID and the reason for substitution at item level.



© SAP AG CR800 4-33

SAP AG 2004

Order and Contract Processing III




Within CRM sales contracts, you can define:

Target value and/or target quantity, price agreements, releasable products,and completion rule

Dates and date rules, actions that are planned and triggered automatically, cancellation dates and rules

A contract can contain one or more products which can be grouped (for example, by a partner product

range)



© SAP AG CR800 4-34

SAP AG 2004

Overview: Distribution of Contract Data

SAP CRM

Distribution of Order Data

Creating Order Selection of Contract Data

Replication of Contract Data

SAP R/3

B2B Web shop

Access to contract data through

catalog browsing or

contract browsing

Completion of a Contract

You can customize whether the target value or quantity of the contract:

- Can be exceeded

- Cannot be exceeded

- Can only be exceeded once

The system should automatically set the status of a contract to completed when the target value or

quantity has been reached.

Actions for contracts

You can create follow-up documents like a Phone Call

If the released value < 90% of target value

One week before contract end date

You release products from a sales contract by submitting a sales order:

For the release order you can use the standard sales order type.

The date of the release order should lie within the contract validity period. Otherwise, the system

issues a warning.

The system updates the quantity and/or value released and records it in the contract.

Before you can release products, you have to release the items in the contract.



© SAP AG CR800 4-35

SAP AG 2004

Display of Contract Data within the B2B Web Shop

Catalog Browsing

Order

+ Contract call off

Contract Browsing

Login to B2B shop

When ordering products, the corresponding contract numbers and items are transferred to the shopping

basket, allowing for request orders (or call offs) from contracts

In the catalog customer contract specific data can be displayed. It is freely customizable which contract

specific fields appear within the: Product list in the catalog

Product details view in the catalog

Contract view

Hints:

Contracts offered for browsing are restricted to the distribution chain of the catalog variant

No manual entry of the contract in the item line of the order entry, since assignment and change of the

contract is not supported by CRM order after item creation

No search for contract number or attributes within catalogs (data are not available on the search index)

No search for products within contracts

A contract can contain one or more products grouped by a partner product range

The customer can access a list of contracts for a sold-to party

Determination of contract item price:

Catalog/contract browsing: Determination of contract item price via price calculator of catalog using

attributes of catalog variant

Order entry: Determination of item price via CRM order



© SAP AG CR800 4-36

SAP AG 2004

Contracts in the B2B Web Shop: Customizing

Shop Management

CRM Customizing Definition of contract attributes to

be displayed in the Web shop

product list

product detail contract item detail

Shop Management

enabling contracts

determination

setting of contract profile

Customizing for contract specific

conditions:

Definition of conditionsgroups

Assignment of condition

group to e.g. item category

Definition of contract attributes (e.g. released quantities/values, target quantities/values, valid from/to,

and shipping conditions) to be displayed in the Web shop. You find the settings in the view Order within

the Shop Management. Definition of contract specific conditions:

Maintenance of pricing agreements in contracts

Customizing:

a) Definition of conditions groups:

CRM transactions settings for contracts price agreements and configuration

define and assign group of condition tables and types

b) Assignment of condition group to item category or transaction type



© SAP AG CR800 4-37

SAP AG 2004

Contract Negotiation: Overview

Customer Brand Owner

SAP CRM

Change detailsof contract

Reviewcontract inquiry

Send quotationfor

contract backto customer

Performcredit check

SAP R/3

System performscredit check

Create follow–upactions

Release items

System convertsquotation

to contract


Customer sends a contract

inquiry

Employee creates a contract

quotation

Customer has three options:

Accept

Reject

New proposal

Employee releases the

contract for call offs

Customer can make someadditional simple changes

(ship-to-address)

Acceptquotation

Send inquiry

Create inquiry

for contract

Log on to

Web Shop

Contract Negotiation Process comprises the following steps:

Customer browses in catalog and adds products to a new contract inquiry.

Customer adds contract specific data like validity period, prices and rebates target value/quantity and

sends the inquiry to the vendor.

Vendor receives the contract inquiry and evaluates the requested contract. He or she may change some

data and send this contract quotation back to the customer.

Customer verifies the proposal of the vendor and

Changes some data and sends the inquiry back to vendor

Accepts contract quotation and sends it back to vendor

Disagrees with vendor’s proposal and rejects contract

When customer has accepted on the contract negotiation vendor releases contract.

Customer can still do some simple changes (like ship-to-address) or cancel the contract.

Hints:

You can assign single products to contract items (and not product hierarchies and partner-product-

ranges (PPRs).

Either value or quantity contracts will be offered in the Web shop.



© SAP AG CR800 4-38

SAP AG 2004

Shop Management


Inquiry

Quotation

Contract negotiation customizing

Shop Maintenance:

Flag that enables contract negotiations in ISA B2B

Group of transaction types for creating contract inquiries

CRM Customizing:

Transaction type maintenance: Field for value/quantity contract

Customizing for Contracts: Assign two condition types for desired price and price simulation.

• Condition type for contract inquires (price, rebate)

• Corresponding condition type for “real” contract price (price simulation)

Definition of a transaction type for contract negotiations (e.g. ZCNV)

Creation of a user status profile (e.g. CRMCONEG) in IMG activity “Define Status Profile for User

Status”. Two user statuses are required to enable the determination of the actual processor

(vendor/customer):

- (initial) Status 1 (IPCU) for being processed by customer (assign trans. STCU)

- Status 2 (IPVE) for being processed by vendor: (assign trans. STVE)



© SAP AG CR800 4-39

Creation of a text determination procedure to enable the exchange of notes between customer and

vendor

- Text type 1 for a description or note

- Text type 2 for an automatically generated log or history of all the texts

Definition of an item category for the transaction type

- item object type: CRM Quantity/Value Contract

- quotation data: Relevance for quotation field: Initial inquiry. Subsequent processing: Quotationstatus is reset

Conditions: Creation of condition types for contract inquires (dummy conditions)



© SAP AG CR800 4-40

SAP AG 2004

Order and Contract Processing: Unit Summary


Point out the ordering features with CRM E-Commerce

Set up Requests for Quotation

Maintain the organizational data for the Web order

Set up product determination and contracts for the Web shop



© SAP AG CR800 4-41

Exercises

Unit: Order and Contract Processing

Topic: Organizational Data

At the conclusion of this exercise, you will be able to:• Explain the determination of responsible organizational units in CRM.

Do not make any changes to the organizational structure, since this

could affect the other exercises in the course.

1-1 You have to analyze the settings for the scenario in which sales orders are created via the Web

shop.

1-1-1 Take a look at the catalog variant VAR_EN .

URL:

http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X Log on with your CRM user.

Product catalog: PCSHOP

Take a look at catalog variant VAR_EN . Which sales organization and distribution channel

have been maintained?

___________________________________________________________

___________________________________________________________

1-1-2 Analyze the Web shop PC4YOUX_EN (B2C) or PC4BIZX_EN (B2B).

URL: http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X

Select the shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B) and choose Details.

Is a sales office assigned to the Web shop?

___________________________________________________________

1-1-3 In the CRM system, take a look at the organizational units determined at header level and at

item level for your order (created in exercise of Unit 2).

SAPmenu→ Sales → Maintain Sales Transactions


Maintain the order number from the B2B exercise in Unit 2 and press Enter .

___________________________________________________________

1-1-4 Can you see a division at header level in the CRM document? Explain the differences between header and item level as regards the division.

___________________________________________________________

___________________________________________________________



© SAP AG CR800 4-42

1-1-5 In the CRM system, where can you set the missing division at header level for the

document transfer to the SAP R/3 system?

___________________________________________________________

___________________________________________________________

1-1-6 Log onto the SAP R/3 system and check the sales organization, distribution channel,

division, and sales office found at header level in the corresponding sales document.

SAP R/3: Logistics → Sales and Distribution → Sales → Order → Display

Enter the order number and choose Enter .

Menu: Goto → Header → Sales

___________________________________________________________

___________________________________________________________

___________________________________________________________



© SAP AG CR800 4-43

Exercises


Topic: Multiple Transactions

At the conclusion of this exercise, you will be able to:• Understand the functionality of multiple transaction types in the

webshop

• Customize the webshop to allow for multiple transaction types

1-1 Create a ‘Standard Order’ in the B2B shop with one piece of the product HT-1022.

1-1-1 Log on to the shop

1-1-2 Use the B2B shop user created in the previous unit.

1-1-3 Choose the shop PC4BIZ_EN.1-1-4 Create a new order of the type ‘Standard Order’.

1-1-5 Enter at least the following data in the shopping basket:

Your Reference, Your description, one piece of the product HT-1022 as a basketitem and a requested delivery date which is one month ahead of the current date.

1-1-6 Press ‘Update’

1-1-7 Check whether you can see any availability data in the basket.

________________________________________________________

1-1-8 Save the order and write down the transaction number. ________________________________________________________

1-2 Now create a ‘Rush Order’ in the same way with the same data.

1-2-1 Create a new order of the type ‘Rush Order’.

1-2-2 Enter in the shopping basket at least the following data:

Your Reference, Your description, one piece of the product HT-1022 as a basket

item and a requested delivery date which is one month ahead of current date.

1-2-3 Press ‘Update’1-2-4 Check whether you can see any availability data in the basket. If yes, why can you

see availability data now?

________________________________________________________

1-2-4 Save the order and write down the transaction number.

________________________________________________________



© SAP AG CR800 4-44

1-3 Enter the CRM system and find out the transaction types of orders.

1-3-1 Enter the CRM system with your user CRM-##.

1-3-2 Enter the sales transaction maintenance CRMD_BUS2000115.

1-3-3 Open your previously created standard order.

1-3-4 Choose the tab ‘Header Overview’ and find out of which transaction type thestandard order is.

________________________________________________________

1-3-5 Now, open your previously created rush order.

1-3-6 Choose the tab ‘Header Overview’ and find out of which transaction type the rush

order is.

________________________________________________________

1-4 Check settings for using multiple transaction types.

1-4-1 Check in Shop Management which transaction type group is used. Access Shop

Management with user CRM-## and the shop admin URL1-4-2 Search for the shop PC4BIZ_EN

1-4-3 Display the details of the shop

1-4-4 Write down which transaction type group is maintained in ‘Transactions’.

________________________________________________________

1-4-5 Go to the CRM system and enter Customizing (SPRO)

Customer Relationship Management→ E-Commerce→ Basic Settings for E-

Commerce→ Define Transaction Type Group

1-4-6 See details of the transaction type group which is used in the shop. Do thetransaction types in the transaction type group match the ones you have writtendown?

_______________________________________________________________



© SAP AG CR800 4-45

Solutions


Topic: Organizational Data

1-1 You will analyze the settings for the scenario for creating sales orders in the Web shop.

1-1-1 Take a look at the catalog variant VAR_EN .

URL:

http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80

X

Log on with your CRM user.

Choose Product Catalog .

Product catalog: PCSHOP

Choose PCSHOP .

Take a look at catalog variant VAR_EN .

Choose Variants.

Which sales organization and distribution channel have been maintained?

Choose Details.

Sales organization: Sales US (O 50000609)

Distribution channel: 30

1-1-2 Analyze the Web shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B).

URL:

http://<webserver>:50000/shopadmin/shopadmin/init.do?scenario.xcm=IDESCR M80X

Log on with your CRM user and choose Existing Shops.

Search for shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B), choose the underlinedshop name and choose tab Order .

Is a sales office assigned to the Web shop?

Yes, sales office O 50000612 (US Office Internet Sales) is assigned to the Web

shop (under tab Order ).



© SAP AG CR800 4-46

1-1-3 In the CRM system, take a look at the organizational units determined at header

level and at item level for your order (created in exercise of unit 2).



Maintain the order number from the B2B exercise in Unit 2 and press Enter .

Header level:

Go to the tab Organization.

Sales organization: Sales US

Distribution channel: 30 (Internet Sales)

Division: None at header level

Item level:

Choose Item detail and select the tab Organization.

Sales organization: Sales US

Distribution channel: 30 (Internet Sales)

Division: 07 (High Tech)

1-1-4 Can you see a division at header level in the CRM document? Explain the

differences between header and item level as regards the division.

There is no division at header level in the CRM document unless you choose to

turn it on in customizing. The division is only listed at item level. This division

information always comes from the product master.

1-1-5 In the CRM system, where can you set the missing division at header level for the

document transfer to the SAP R/3 System?

Transaction: SPRO SAP Reference IMG Customer Relationship

Management Master Data Organizational Management Division

Settings Define Use of Division and Dummy Division

1-1-6 Log onto the SAP R/3 system and check the sales organization, distribution

channel, division, and sales office found at header level in the corresponding salesdocument.

SAP R/3: Logistics → Sales and Distribution → Sales → Order → Display

Enter the order number and choose Enter .

Menu: Goto → Header → Sales

Sales organization: 3020

Distribution channel: 30

Division: 00



© SAP AG CR800 4-47

Solutions


Topic: Multiple Transactions

1-1 Create a ‘Standard Order’ in the B2B shop with one piece of the product HT-1022.

1-1-1 Log on to the shop

1-1-2 Use the B2B shop user created in the previous unit

1-1-3 Choose the shop PC4BIZ_EN.

1-1-4 Create a new order of the type ‘Standard Order’.

1-1-5 Enter at least the following data in the shopping basket:

Your Reference, Your description, one piece of the product HT-1022 as a basketitem and a requested delivery date which is one month ahead of current date.

Fill in the appropriate data in the correct fields


1-1-7 Check whether you can see any availability data in the basket.

No availability is visible. __


__________________

Press the save button



© SAP AG CR800 4-48

1-2 Now create a ‘Rush Order’ in the same way with the same data.

1-2-1 Create a new order of the type ‘Rush Order’.

Choose the order type Rush Order within the web shop

1-2-2 Enter in the shopping basket at least the following data:

Your Reference, Your description, one piece of the product HT-1022 as a basketitem and a requested delivery date which is one month ahead of current date.


1-2-4 Check whether you can see any availability data in the basket. If yes, why can you

see availability data now?

Yes. It is because the basket is created with another order type than before. For

the’ rush order type’ availability check can be performed.


__________________

Press the save button

1-3 Enter the CRM system and find out the transaction types of orders.

1-3-1 Enter the CRM system with your user CRM-##.

1-3-2 Enter the sales transaction maintenance CRMD_BUS2000115.

Sales -> Maintain Sales Transactions

1-3-3 Open your previously created standard order.

Find: Sales

By: Business transaction number/Created By

Transaction number: Type in your order number and choose the start button

Double click your document to launch the detail screen.



© SAP AG CR800 4-49

1-3-4 Choose the tab ‘Header Overview’ and find out of which transaction type the

standard order is.

ISBB

1-3-5 Now, open your previously created rush order.

Find: Sales

By: Business transaction number/Created By

Transaction number: Type in your order number and choose the start button

Double click your document to launch the detail screen

1-3-6 Choose the tab ‘Header Overview’ and find out of which transaction type the rush

order is.

TA



© SAP AG CR800 4-50

1-4 Check settings for using multiple transaction types.

1-4-1 Check in Shop Management which transaction type group is used. Access ShopManagement with user CRM-## and URL

1-4-2 Search for the shop PC4BIZ_EN

1-4-3 Display the details of the shop

1-4-4 Write down which order type group is maintained in ‘Transactions’.

ISB1

1-4-5 Go to the CRM system and enter Customizing (SPRO)

Customer Relationship Management→ E-Commerce→ Basic Settings for E-Commerce→ Define Transaction Type Group



© SAP AG CR800 4-51

1-4-6 See details of the transaction type group which is used in the shop. Do the

transaction types in the transaction type group match the ones you have writtendown?

Yes.



© SAP AG CR800 5-1

SAP AG 2004

Price Determination and ATP Check

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 5-2

SAP AG 2004

Price Determination and ATP Check

ATP Check

Availability Check using the Advanced

Planner and Optimizer (APO)

ATP using SAP R/3

Price determination within the Web shop

ATP = Available-to-Promise



© SAP AG CR800 5-3

SAP AG 2004

Price Determination and ATP Check: Unit Objectives


Describe the availability check based on utilizing the SAP

Advanced Planner & Optimizer (APO) or SAP R/3

Outline how the IPC is integrated and used in the E-commerce

scenario



© SAP AG CR800 5-4

SAP AG 2004

Price Determination and ATP Check: Business Scenario

Our company wants to display up-to-date prices within the Web

shop. Additionally, customer specific pricing is required for the

B2B Web shop.

Product availability should be displayed in the Web shop.



© SAP AG CR800 5-5

SAP AG 2004

R/3

or

CRM

R/3

or

CRM

Supply Chain Cockpit APO)

upply Chain Cockpit APO)

ATP

TP

TP

DeploymentDeploymentDeployment

Demand PlanningDemand PlanningDemand Planning

Sales

order

Production

Planning and

Detailed

Scheduling

ProductionProduction

Planning andPlanning and

DetailedDetailed

SchedulingSchedulingSupply

Network

Planning

SupplySupply

NetworkNetwork

PlanningPlanning

Integration of ATP in APO Architecture

Historical

data

Key figures

(KPIs)

APO = Advanced Planner & Optimizer

The integration of the CRM and APO systems is carried out by Business Application Programming

Interfaces (BAPIs) in CRM and SAP R/3.

Sales orders trigger a Global ATP check, which (depending on the configuration) can use inventory, production plans, deployment plans, and various items of planning data to calculate the correct

availability result.



© SAP AG CR800 5-6

SAP AG 2004

SAP APO

Global, multi-site, real-time ATP

Rules-based, multi-level ATP

Alternative locations

Alternative products

Integrated with Production Planning

Fast response times as a result ofusing liveCache for product availability

check

ATP Request

+20

-10

+10

Produce

Global ATP in APO: Features

Confirmation

SAP

CRM

or

R/3

Further advantage of SAP APO: Relieve the load on SAP R/3.

Global ATP is integrated in the Supply Chain Management (SCM) processes for all kinds of order

processing.

When it comes to production, the availability check uses functionality to check the actual order networkincluding all constraints.

The rules-based ATP check is the basis for checking alternative products in alternative locations, as well

as for production.



© SAP AG CR800 5-7

SAP AG 2004

B2B Web shop

CRM Server

OLTP R/3 APO System

14

2

8

7

5

9

Create sales order on Internet (Web shop)

User chooses product, quantity, date, transaction type

in shopping basket

User chooses Enter

CRM calls APO to check availability

APO makes temporary reservation

APO transfers ATP check results to CRM

CRM displays ATP information in Web shop

User saves order in CRM

CRM calls APO to finalize reservation

CRM transfers order to SAP R/3

SAP R/3 calls up ATP results from APO

SAP R/3 posts order to APO and reservation is

transformed into a requirement

3

2

1

9

7

6

5

4

6

8

Availability Check with APO

3

In the scenario above the ATP check is carried out only by the SAP APO.

The integration of the CRM and APO systems ensures that the data required for the APO system is

transferred from the CRM system, and that the results of the availability check and scheduling aretransferred to CRM and SAP R/3.

The sales order is saved in the CRM system. The requirements are then saved in the APO system but are

not relevant for materials planning until the sales order is transferred to the SAP R/3 system and saved.

After the ATP check, the following parameters for each item are transferred back to the CRM system:

Country shipped to (for tax reasons) and region

Confirmed quantities

Confirmed dates



© SAP AG CR800 5-8

SAP AG 2004

Define ATP profile

Assign ATP profile to item category

The requirements profile in APO controls

how the availability check is performed

CRM Customizing Settings for APO-ATP

Create an ATP profile that corresponds to the requirements

profile in APO

Assign the ATP profile to the item category for which an availability

check has to be performed

The ATP profile in each sales order item is transferred from the CRM system to the APO system. In the

APO system, the ATP profile becomes the requirements profile that is used as a key for carrying out the

ATP check. The requirements profile determines how the availability check is performed. The integration of CRM and APO is controlled in the item category of the sales order. In the

customizing, you must ensure that the name of the ATP profile assigned to the item category

corresponds to the requirements profile used in the APO system (for example, ATP profile = 100

requirements profile =100).

You maintain the ATP profile in CRM Customizing under IMG CRM Basic Functions

Availability Check Define ATP Profile.

You assign the ATP profile to the item category as follows: IMG CRM Basic Functions

Availability Check Assign ATP Profile to Item Category.

You assign the location under IMG CRM Availability Check Assign Location in CRM Online to

Location in SAP APO.



© SAP AG CR800 5-9

SAP AG 2004

Middleware parameters are set to use R/3 as the availability

checking system

Availability check performed in R/3 by function moduleBAPI_MATERIAL_AVAILABILITY:

Browser Input (B2B): Material number, UOM, Quantity,

Requested delivery date

Browser Input (B2C): Material number, Quantity, the UOM

maintained in the product catalog variant, requested

delivery date = sy-datum

Browser Output: Product number, product descriptionConfirmed quantities and dates

ATP Using SAP R/3

CRM-integrated solution: One of the advantages is that the SAP CRM server recognizes whether an

SAP APO system is linked and directs the availability request against SAP APO or SAP R/3

correspondingly. In addition, the system can also display several schedule lines item-related during anavailability information against SAP R/3.

Snapshot of current SAP R/3 warehouse stock including planned inward movements (production orders,

purchase orders, and so on) and planned outward movements (sales orders, deliveries, reservations, and

so on).

Browser Input

B2B: Product, quantity, unit, and requested delivery date

B2C: Product and quantity (requested delivery date = sy-datum, unit = unit which has been maintained

in the product catalog variant)

Browser Output: Product number, product description, confirmed quantity, and date

In the B2C scenario, the system always displays the current date as the delivery date in the shopping

basket. But you can use the modification example in note 539426 to influence the delivery date

determined in the shopping basket.

See note 684784 to obtain all ATP check lines in the product details of the B2B shop



© SAP AG CR800 5-10

SAP AG 2004

CRM

Determination of Pricing Procedure

For pricing in Web shop catalog

Required pricing procedure within the catalog variant

For pricing in Web shop shopping basket /

check out and in SAP CRM

Pricing procedure determined within the CRM system

For pricing in SAP R/3 system

Pricing procedure determined within the R/3 system

Pricing type in CRM table SMOFPARSFA.

(This determines which pricing type is to be used in the R/3 system)

Example: Pricing type “G” =

Copy pricing elements unchanged (from CRM)

and re-determine taxes (in R/3)

R/3

The potential determination of different pricing procedures within the Web shop, CRM, and in the back

end should be taken into account in order to achieve consistent pricing.

For reasons of performance it is recommended to use a lean pricing procedure for the Web catalog (for

example, just price and tax) and a different pricing procedure (including rebates, and so on) for the Webshop basket and the CRM order.

Document currency, customer group, price list, price group: In the Web shop catalog these pricing

attributes are taken:

In the B2C shop: From the catalog variant (regardless whether the customer is logged on)

In the B2B shop: From the sold-to party

In the CRM order only the pricing attributes sales organization and distribution channel are taken from

the product catalog variant.

Customizing settings:

Pricing in the Web shop catalog

: Catalog maintenance assign pricing procedure to catalog variant

Pricing in Web shop shopping basket/check out and SAP CRM

- Pricing procedure: SAP implementation guide activity: Determine Pricing Procedures

Pricing in SAP R/3:

- Pricing type: maintain the following entries in the CRM table SMOFPARSFA

PARSFAKEY R3A_SALES

PARNAME PRICING TYPE

PARVAL1 for example, G (copy pricing elements unchanged and re-determine taxes)



© SAP AG CR800 5-11

SAP AG 2004

Shop Management

List Prices on the Index Server

Condition type Condition table Catalog price type (e.g. list price)

Reading prices from the Index server means that catalog price determination takes place using the Index

server (instead of the IPC). Price determination takes place during product catalog replication.

If you are using this option, it is necessary to republish the product catalog whenever you change a list price.

All pricing displayed in the Web catalog is read from the Index server.

Use this type of price determination if prices in the Web catalog are to be non-customer-specific, that is

all customers are shown the same price for a product.

You maintain the parameters for list prices in the catalog variants of the product catalog. Enter the value

list price in the catalog price type. When defining the Web catalog (in Shop Management) you select the

choice read from index under the controlling catalog price determination section.

The Display of IPC together with List Price in Catalog is also possible: If you have a scenario with

customer specific prices it might make sense to show them not only their specific price but at the same

time the list price to point out what a good price you have given to them.



© SAP AG CR800 5-12

SAP AG 2004

In general SAP R/3 pricing data is used for the Web shop, as

the order will be uploaded to SAP R/3

Source: SAP R/3 and CRM

Source: R/3Master data and Customizing are maintained

in the back end

This data can be transferred to CRM by means

of downloads

Source: CRMMaster data and Customizing are completely

maintained in CRM

The data exists exclusively in CRM and will not

normally be downloaded back to the back end

Sources of Pricing Data within the Web Shop

The master data and customizing for pricing are maintained in R/3

and/or in CRM

SAP R/3 customizing can only use SAP R/3 pricing data

(conditions)

Customizing in CRM cannot be loaded to the back end

If the master data (the IPC uses for pricing) is downloaded from the SAP R/3 system, both IPC and SAP

R/3 system use:

The same condition technique based on pricing procedure, condition types, access sequences, andcondition tables

The same customizing data

The same master data (condition records)

If a CRM order with a CRM specific price (e.g. 0PR0) is uploaded to SAP R/3, the SAP R/3 order will

not have a price. But a new price determination will find an SAP R/3 specific price (for example, PR00).

Via view MNTCNT (SAP R/3, transaction SM30) you can define which SAP R/3 condition types you

can, against the general rule, maintain in CRM.

Please note:

SAP R/3 is written in ABAP and the IPC in Java.

Customizing loaded from the back end cannot be changed in CRM.

Customizing in CRM cannot be loaded to the back end.



© SAP AG CR800 5-13

SAP AG 2004

1. J2EE AS: Event Add to basket

2. IPC: Create Item (document)

3. IPC: Get Pricing Info

4. J2EE AS: Display Pricing Info in shopping

basket

5. J2EE AS: Event Check out6. CRM: Create sales order

7. J2EE AS: Display CRM order confirmation

IPCIPC

1.

2.3.

6.

4

Shopping Basket Data Flow – B2C

5.

7.

CRM

J2EEJ2EE

ApplicationApplicationServer Server

B2C Shop

When a product is added to the shopping basket, an IPC item is added to the IPC document. An IPC

document is created for each shopping basket.

Pricing is performed for the IPC item. The pricing results are then displayed in the shopping basket.

For the CRM sales order, an order confirmation is displayed in the Web shop.

Debugging Hint: Direct debugging of fm CRM_ISA_PRICING_HDRDATA_GET via Tx SE37 in the

CRM.



© SAP AG CR800 5-14

SAP AG 2004

IPC shopping basket

IPC document

Stores all the IPC data(including pricing, configuration)

Is only a temporary document

CRM order

Is created when

The shopping basket is ordered

The shopping basket is saved

(saved shopping baskets are stored like

orders in CRM)

B2C: Processing the Shopping Basket

B2C Shop

Use the IPC to store shopping basket data for:

Better performance

No availability information in shopping basket

Transfer pricing data to the CRM order:

For all the items at the same time

When orders are created

When shopping baskets are saved



© SAP AG CR800 5-15

SAP AG 2004

CRM shopping basket

CRM order with status

Stores all the CRM order data including pricing, configuration Becomes a normal order when status is removed

Temporary IPC document

Is needed to retrieve pricing information

Stores IPC-related data

No need to reread from CRM

When the configuration is changed

When the quantity is changed

B2B: Processing the Shopping Basket

In the B2B Shop, for each shopping basket a CRM order is directly created (first on a temporary basis).

This has the following consequences:

Direct availability information

Required delivery date possible

Performance

Transfer pricing data to the CRM order:

For every new item

When new items are created

When existing items are changed

A temporary reference table contains GUIDs of the CRM shopping basket and the IPC document. This

table is processed in the CRM API function group for the shopping basket and is updated whenever the

item is changed.

© SAP AG CR800 5-16

SAP AG 2004

B2B Web Shop

Pricing Analysis in the Web



<context-param>

<param-name>priceAnalysis.isa.sapmarkets.com</param-name>

<param-value>true</param-value>

Web.xml

With CRM 4.0 SP06 the parameter enable.priceanalysis can be maintained via XCM (XCM file:

\sap\configuration\config-data.xml).

Path in admin tool: Start Components SAP ui default



© SAP AG CR800 5-17

SAP AG 2004

Price Determination and ATP Check: Unit Summary


Describe the availability check either based on the SAP Advanced

Planner & Optimizer (APO) or the SAP R/3

Outline how the IPC is integrated and used in the E-commerce

scenario



© SAP AG CR800 6-1

SAP AG 2004

Additional E-Selling Scenarios

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 6-2

SAP AG 2004

Additional E-Selling Scenarios: Unit Objectives

At the conclusion of this unit you will be able to

explain the functionality of:

Selling via eBay

Interactive Selling Guided Selling




© SAP AG CR800 6-3

SAP AG 2004

Additional E-Selling Scenarios I

Selling via eBay

Interactive Selling and Guided Selling




© SAP AG CR800 6-4

SAP AG 2004

What is ‘Selling via eBay’ ?

Buyer logs onto eBay® ,

browses and bids on the

auction

Seller creates an auction

and publishes on eBay

Seller completes the order

processing and shipment

Both seller and winner

receive notification fromeBay®

Buyer wins the auction1

2

3

4

5

6

7

Seller monitors all eBay® activity

through the auction management

cockpit

Buyer checks-out theauction

SAP and eBay® have joined together to address the need for a cost-effective remarketing solution (for

example, idle assets). The result is an integrated solution that is easy to use, low in cost, and is designed

to deliver a rapid return on investment.

With Selling via eBay® you, on the seller side, can create and publish auction listings for the eBay®

platform while leveraging existing product data from your CRM or ERP system. It also supports the

complete auction-to-cash process, allowing companies to sell, for example, excess inventory, and to

remarket assets on the eBay® online marketplace..

The auction process itself takes place at eBay® ..

Order management, order fulfillment and financial processes can be performed in your CRM and ERP

backend.

Auction Process:

The seller logs onto the Web Auctions Administration cockpit. He looks at the products available for

auctions, and decides the time is right to liquidate the laptops from the prior product line. He selects a

product, creates an auction with the appropriate information, and publishes it on eBay®.

A consumer browses the eBay® site, and performs a search to find a good deal on a laptop. Theconsumer finds the laptop offered by the seller and places a bid on the laptop that exceeds the reserve

price.

The Auction Administrator monitors the auction and, if he finds the highest bid exceeded his

expectations, he could also close the auction.

Once the auction is closed, the consumer receives an e-mail from eBay®, informing her that she has

won. She follows the link in the e-mail, and is brought to the check-out page. The consumer enters her

delivery address and credit card information, and checks out. She is presented with an order number for

confirmation.



© SAP AG CR800 6-5

SAP AG 2004

Interaction With eBay

Selling via eBay is an auction management solution. It is empowered with

tools to simplify and automate the tasks of setting up listings on eBay andmanaging them effectively.

Customer

on eBay

Seller on

Selling via

eBay

Browse Auctions

Bid on Auctions

Monitor Auctions

Check-out & ProvideFeedback

Administer Settings &Themes

Create Auctions

Monitor Auctions

Track Feedback

eBay

Marketplace

The tasks performed when interacting with eBay® on the seller side are supported by two roles in the

Web Auctions Administration of Selling via eBay®. These two roles are used to smooth the task of

identifying users with distinct responsibilities. The Seller

- Defined as a business role

- Users of this role perform the tasks of identifying the products for auction, creating and managing

auctions

and performing after sales activities

The Administrator

- Defined as a technical role, similar to that of a super-user

- Users of this role perform technical tasks of managing

the application, authorizing users and creating different profiles, which can be used by the business

users

Typical URL to call-up the Web Auctions Administration Web Application:

http://<appname:port>/sve/aucadm/init.do?scenario.xcm=<scenarioname>



© SAP AG CR800 6-6

SAP AG 2004

Pre-Auction and Preparation Phase

4

56

7

Administrator identifies catalog

parameters for selecting

products for auction

Administrator defines user

mapping between SAP and eBay

1

3

2

Administrator defines eBay

communication tasks and their

scheduled recurrence

Administrator sets up the order &

quotation parameters to define the

order management integration

Administrator defines the

business partner type andreference for storing eBay

winner information

Administrator defines the pricing

conditions for the winning bid and related

costs which map to order pricing

Administrator maintains Location,

Shipping, and Marketing profiles to

be used by sellers for quick listings

Administrator maintainsThemes for frequently used

layout, descriptions and

parameters, enabling speedy

creation of auctions

8

Web Auctions: Selling via eBay ® includes an integrated auction management system that automatically

schedules eBay® listings, aggregates product data, and generates and manages listings on the eBay®

marketplace. Web Auctions uses eBay's ® application programming interfaces (APIs) to connect toeBay's ® online services, and provide the integration and tight harmonization of data from SAP R/3 and

SAP CRM to the eBay ® marketplace.



© SAP AG CR800 6-7

SAP AG 2004

Administration: Manage eBay Profiles

Shipping Profile:

Using the shipping profile, the shipping policy relevant for the post-auction processing is determined.

For example, which party pays for shipping, what the shipping charges are, is shipping insurance

necessary, and any other additional check-out instructions.

Marketing Profile Using the marketing profile it will be defined how the auction will appear on eBay®. The marketing

profiles are standard features defined by eBay®:

- Highlighted: auction is emphasized with a colored band.

- Featured: auction appears in the Featured Items section at the top of the category listing pages on

eBay®.

- Bold: auction font is in bold type.

- Featured Plus: auction should be rotated for special display on eBay’s® homepage. However eBay®does not guarantee to highlight the auction with Featured Plus.

Location Profile:

Using the location profile the following information will be defined:

- Business Location:

defines the country in which the sellers business is located and from whichregions the buyers should come from, as this is the area to which the seller needs to be prepared to

ship the products.

- Sales Tax Details: defines the state in which tax is determined, the tax percentage, and also whether

to include the tax on the shipping part of the invoice. This section is optional.

- Checkout Details: in this section the payment methods that will be accepted are maintained. Thissection is mandatory.

- Ship-to Locations: determines which countries the seller is prepared to ship the auction products to.



© SAP AG CR800 6-8

SAP AG 2004

Theme Administration

A theme consists of five sections: Header, Shipping policy, Freight policy, Additional terms,

Description.

The content for header, shipping policy, freight policy, and additional terms, stays the same acrossthemes. When a new theme gets created it is not needed to change the content of these sections.

The content of the description varies for each theme as it displays content for each individual product.

HTML is used in the description section to create the static properties, and custom tags to enable the

system to retrieve the variable product information.

Theme content can be created in one of two ways:

Directly within the Section Source area (in this case a theme gets created in Web Auctions

Administration and the HTML coding will be entered directly into the Section Source. The HTML

used can be any standard HTML tag apart from html, head , or body).

By uploading an HTML document (in this case the administrator can browse through previously

created HTML files in the Theme Section Upload area and upload them).

A built-in HTML parser provides a preview of the description as it would appear on eBay.



© SAP AG CR800 6-9

SAP AG 2004

Auction Phase

4

5

1 2

Seller selects personalpreferences and

defaults

Seller selects product(s) andcreates an auction

Seller publishes theauction

System creates a quotation to reservethe product (s) in inventory

Seller monitors auctionsby their individual status

3

Maintain auction specific details for all auctions:

General Details:

The Duration Date is mandatory and sets the time the auction is listed on eBay®.

It is possible to set a default duration date as a preference, and this date will appear automatically

when an auction is created. This date however can be changed if it does not suit a particular auction.

For pricing it is possible to choose between a Normal Auction and a Fixed Price Auction.

To set a Fixed Price auctions one of the following criteria must be met:

- The seller has already received 10 feedbacks from customers on eBay®. The eBay® site is set up

so that this option is available automatically once 10 feedbacks have been made.

- The seller is a verified user, which has been arranged directly with eBay®.

Marketing and Shipping Details

The seller accepts the default shipping and marketing profile or selects another shipping and

marketing profile. Alternatively the seller can manually set the shipping and marketing attributes for

the auction.



© SAP AG CR800 6-10

SAP AG 2004

Create Auction - Product Selection

Manual Entry

Selection via Product Catalog

Select products from multiple sources

Product Catalog

- Leverage the existing sales catalog to obtain product information and pictures

- Browse the catalog to select auction products

Product List

- Pre-created list (file) of products with all required fields

- File containing products is accessed automatically by the system

- File location at a dedicated server location is maintained during application set-up

Manual Entry

- Manually enter product information in a fast-entry mode

- Enables creation of auctions without maintaining catalogs or files



© SAP AG CR800 6-11

SAP AG 2004

Create Auction: Details

For auction pricing various auction prices can be set:

Start price: sets the starting price for bids and ensures that the minimum bid amount is set.

Reserve price: sets the minimum amount the seller is willing to accept for the listed product. A seller

is not obligated to sell if the reserve price is not met. The reserve price function is only available in theUS.

Buy-it-now price: allows bidders to buy the product instantly without having to wait for further bids.

If a bidder chooses to do this, the auction is closed before the end of the duration date.



© SAP AG CR800 6-12

SAP AG 2004

Fast Auction Entry

Fast Auction Entry

Create several auctions at the same time

Mass Update

This functionality allows you to maintain numerous auctions at the same time. This makes the Selling

via eBay Solution suitable for companies who sells intensively via the eBay channel.



© SAP AG CR800 6-13

SAP AG 2004

Publishing Queue

Auctions have one of three statuses in the Publishing queue:

Saved: auctions that have been created but not yet published.

Failed to publish: before an auction with that status can be published the errors need to be corrected.

Scheduled: an auction with the status Scheduled have been scheduled to be published on a certain

date. It is possible to wait for the scheduled publishing date or to publish the auction immediately.

Published: Auctions that are on-going & available for bidding on eBay®

Auctions that are no longer valid can be removed from the publishing queue.

Once an auction has been published and a bid has been made the auction cannot be remove from eBay®

anymore.

When publishing an auction on eBay®, the backend system (SAP CRM system or SAP R/3 system)

automatically creates a quotation to reserve the products. It is possible to display the quotation by

entering the quotation ID in the backend system.



© SAP AG CR800 6-14

SAP AG 2004

Post-Auction Phase – Payment via PayPal®

4

6

7

1

3

2System receives winner

information from eBay®Buyer checks-out

the auction & makes

payment via PayPal ®

System receives

check-out confirmation

Buyer provides

feedback to seller

System creates an order based on

quotation with winner information

and delivery block

Seller provides

feedback to buyer

8

Seller reviews

customer feedback

5

System removes the shipping

block allowing normal orderprocessing and fulfillment

Post Auction process with check-out using PayPal ®

eBay® closes the auction, informs the winner that he has won and directs him to the check out, and

sends the winner’s name and address to the seller.

In the Web Auctions Administration the winner information is updated and the Web AuctionsAdministration sends the winner’s details to the SAP backend system. The SAP backend system

automatically creates an order, based on the original quotation, with the winner’s details and a

delivery block, and sends the order ID to Web Auctions Administration. The seller can use the

order ID to search for the order in the SAP backend system.

The winner checks-out the auction. For this the winner selects on eBay® the PayPal® choice and

enters payment details. PayPal® forwards this information to Web Auctions Administration.

In the Web Auctions Administration the winner’s payment details are updated. Web Auctions

Administration passes the payment details to the SAP backend system.

The SAP backend system updates the order, removes the delivery block, and updates the auctionsstatus to checked out in Web Auctions Administration. The seller can see from the auction status

list in the Monitor Auctions section in Web Auctions Administration whether payment has been

made. This list is generated by the SAP backend system as soon as payment is made, and contains

the order details and order ID for the auction concerned.

The buyer provides feedback concerning the auction on eBay® (optional)

The seller provides auction feedback on eBay® or in Web Auctions Administration.

The seller reviews the buyer‘s feedback.



© SAP AG CR800 6-15

SAP AG 2004

Post-Auction Phase – Payment via Bank Transaction

4

6

7

8

1

3

2System receives winner

information from eBay® Buyer checks-out

the auction

System receives

check-out confirmation

Seller resolves auction check-out for non-

automated payment methods

Buyer providesfeedback to seller

System creates an order based on

quotation with winner information

and delivery block

Seller provides

feedback to buyer

9

Seller reviews

customer feedback

5

Buyer makes payment via

bank transaction

Post Auction process with payment via bank transaction

eBay® closes the auction, informs the winner that he has won and directs him to the check out, and

sends the winner’s name and address to the seller.

In the Web Auctions Administration the winner information is updated and the Web AuctionsAdministration sends the winner’s details to the SAP backend system (SAP CRM system or SAP

R/3 system). The SAP backend system automatically creates an order, based on the original

quotation, with the winner’s details and a delivery block, and sends the order ID to Web Auctions

Administration. The seller can use the order ID to search for the order in the SAP backend system.

The winner checks the auction out of eBay® and enters the shipping details and amount to be paid.

eBay® informs the seller that the winner has checked out the auction.

In the meantime, the winner pays the seller via a bank transaction, according to the bank details

provided by the seller in the auction details.

The seller checks the bank account to confirm payment has been made and sends out the good. It is

possible for the seller to schedule a task to inform him when bank payment has been made.

The buyer provides feedback concerning the auction on eBay® (optional)

The seller provides auction feedback on eBay® or in Web Auctions Administration.

The seller reviews the buyer‘s feedback.



© SAP AG CR800 6-16

SAP AG 2004

Search And Monitor Auctions

Monitor Auctions enables sellers to track the auctions and view the most current information without

accessing the eBay® site. It equips sellers with search criteria to find and manage auctions and take

appropriate actions for better business turn-around.

• Today’s Overview, Search and Monitor Auctions, Re-list Auctions and Follow-up Activities,

Manage Auction Publishing Queue

• Today‘s Overview: Provides a snapshot of all eBay activities for the current day presented on the

Home page

• Status of Published Auctions: Summary of auctions being bid-on, Summary of auctions published,

Summary of auctions scheduled to be published

• Status of Finalized Auctions: Summary of auctions not yet checked-out, Summary of auctions

checked-out during the last week

• Alerts: Summary of auctions closed without winners in the last week, Summary of auctions that

failed to publish

Search Auctions:

• A search for auctions by using different attributes is provided: By Name, By Publishing DateRange, By Closing Date Range, Product Name, Auction Type, Auction Status

Auction Status: The auction status for closed auctions displays the payment status. The system will set

the following auctions statuses:

• Checked out: t he winner has paid. Delivery block will be released and goods sent out.

• Checkout pending: t he winner has not paid. Delivery block remains).

• Incomplete Checkout: t he winner has paid, but the amount is wrong. Delivery block remains. The

system will ask the seller what they wish to do in this case.



© SAP AG CR800 6-17

SAP AG 2004

Maintain Feedback

List of all feedback texts

Details of a feedback text

You can choose predefined texts to maintain a feedback for the auction winner.



© SAP AG CR800 6-18

SAP AG 2004

Provide Feedback

Provide Feedback can give you feedback statistics

View total number of positive, negative and neutral feedback

View statistics for past week, past month and past six months

Feedback overview

View detailed feedback from each buyer

View the buyer ID, feedback time and auction ID for each feedback

Search Feedback

Search by feedback-type, i.e. positive, negative, neutral

Search by buyer ID

Search by date



© SAP AG CR800 6-19

SAP AG 2004

Result of Auction Creation – Auction on eBay

Example of the Listing published onto eBay



© SAP AG CR800 6-20

SAP AG 2004

Auctioning via Web Shop

Buyer logs on the site ,

browses and bids on the

auction

Seller creates and

publishes the auction

Seller completes the order

processing and shipment

Seller monitors all the auction

activity

The winner receives an

email notification

Buyer wins the auction

Buyer checks-out the

auction

12

3

4

5

6

7

“Auction via web shop” is a kind of B2B scenario for web auctions.

You can extend your E-Commerce solution by providing Web-based auctions for your Web shop

business partners. This new scenario variant enables Web shop customers to find auction products, place bids, and monitor the status of auctions in real-time from the Web shop. Auction information is

integrated into the product catalog where also the highest bid is shown. Customers are informed when

they win an auction. You can create, monitor, and manage auctions using the Auction Management

application.

Also included is ‘Check-Out of Successful eBay® Listing via Web Shop’:

In the process of Selling via eBay, the auction winner can be informed about their bid by email which

contains a URL. With this URL they can access the web shop and perform the check-out in the webshop instead of at eBay. With this function you draw the attention of the auction winner to your shop

and you might win him as a customer for your webshop.



© SAP AG CR800 6-21

SAP AG 2004

SAP NetWeaver

SAP WebAS Java

Web Auctions

SAP ERP

System

mySAP CRM

Material Master

Order

Customer Master

Pricing

Logistics

ExecutionSystem (LES)

Web Server



DB

HTTPSeBAYAdapter

Interaction andPresentation Layer

Business ObjectsLayer

Business LogicServices Layer

Product Master

Product Catalog

Order

Business Partner

Mi d d l ew ar e

Mi d d l ew ar e

Marketing

Business Intelligence

SAP Enterprise Portal

Architecture With mySAP CRM

eBay Server

API

Selling via eBay® can be deployed with SAP R/3 or SAP CRM as backend system.



© SAP AG CR800 6-22

SAP AG 2004

Additional E-Selling Scenarios II

Selling via eBay

Interactive Selling and Guided

Selling




© SAP AG CR800 6-23

SAP AG 2004


Interactive Selling of configurable products

Complete configure-to-order scenarios

Self-service to customize products on the Web

Powerful configuration engine for simple and complexproducts

Single point of maintenance:

model once – configure everywhere

Dynamic product visualization

Guided Selling

Supports customers in the process of finding,

selecting and ordering the right products

Guide customers through a simulated question-and-answer session

Ensures a personalized online buying experience



© SAP AG CR800 6-24

SAP AG 2004

Internet Sales: Guided Selling

Question 1Predefined questions

lead customers to the

products they are

looking for without

having to browse

through the catalog

Simulated individual face-

to-face sales talk: ask

questions get answers

Effective product search

and product

recommendation through

a dialog with the customer

Simplified product

selection process for thecustomer especially for

complex products

Question 2

Result 1

Guided Selling aims at supporting customers in the process of finding, selecting and ordering products

Guided Selling helps customers to easily identify relevant information, compare alternatives and

configure products.

Guided Selling helps companies to collect information about their customers, create customer loyaltyand increase revenue across all sales channels.

Predefined questions direct customers to the products that they are looking for.

No navigation through the product catalog is required

Simulated dialog between the customer and the vendor

Guided Selling as enhanced product search

Simplified product selection for particularly complex products



© SAP AG CR800 6-25

SAP AG 2004

Set-up Intelligent Product Advisor (IPA)

CRM

ProductCatalog

Variants

1

XML

Export

Product catalog

variants are

exported via

the XML export

Export

File

Server

XML Files

Var_1.xml

Var_2.xml

Var…

2 3

XML files are parsed

and imported into

the Knowledge Base

Editor; KB instances

are created

Knowledge

Base

Editor

Parse

4

Knowledge Base

is created with

the Knowledge

Base Editor KB_1

KB_2

KB…

Web Shop Knowledge Base

gets published

and is available

in the Web Shop

Publish

Guided Selling

What would you like

to use the computerfor?

a) Office work

b) Graphic design

c) Fun

d) Professional

Only catalog variants can be exported.

The destination of the XML files is usually a server of the Web Middleware (J2EE Engine, TREX, IPC,

and so on).

Knowledge Bases are created with the Knowledge Base Editor.

The KB gets published by overwriting the foreground instance with the newly created background

instance.

IPA is a third party software component for questions-answering modeling. It is included in the SAP

license.



© SAP AG CR800 6-26

SAP AG 2004

Product Configuration Made Easy with IPC

Check

Status

Search

Order

Configure

Buying via Internet SalesBuying via Internet Sales

Customer

SAP Internet Pricing and

Configurator

Web-based product configurator

Complete configure-to-order

scenario

Integrated with planning, availability,

order management, fulfillment, service,

billing, financials

Interactive sales configuration

Simple and complex products

Dynamic pricing

User guidance

Product modeling

Fully integrated with Master Data

Maintenance



© SAP AG CR800 6-27

SAP AG 2004

Additional E-Selling Scenarios III

Selling via eBay



With CRM 4.0 the functionality of Live Web Collaboration was extended by the following features:

Replay of Customer Sessions

Integration to IC Web Client

Live Customer Support communication channels supported by the IC Web Client:

E-mail

Chat

Co-browsing (project-based)



© SAP AG CR800 6-28

SAP AG 2004

Live Customer Support

Enables real-time communication between the

online customer and a live customer service

representative

Immediate personal assistance at your fingertips

Customers can choose their preferred

communication method

Chat sessions with optional co-browsing

Call-me-back requests

E-mail

Routing to the right agent at the right time

Agents are provided with context information to best

serve the customer

Immediate personal assistance

Navigational assistance – for lost customers on the site

Information requests – for product specifications and inquiries

Sales assistance – for closing the sale and cross-selling products

Administrative help – for tasks such as password resets

Various technologies are enabled

Chat sessions, with file transfers, push-pages, and co-browsing

Call-me-back requests, using the telephone or Internet telephony

E-mail for less time-sensitive questions



© SAP AG CR800 6-29

SAP AG 2004

The Customer Chooses the Communication Method

A customer in the Web Shop requests assistance

from an agent in the Interaction Center to obtain

information to make a purchasing decision

E-mail

Form used on site – no local e-mail is required

Supported with IC WebClient and IC WinClient

Chat

Text chat between customer and agent

Supported with IC WebClient and IC WinClient

Call back request

Customer asks a question, requests a call-back

Call-back can occur via telephone or voice-over IP

Supported with IC WinClient only

Co-Browsing *

Customer and agent share the browser session

* third party software is required



© SAP AG CR800 6-30

SAP AG 2004

Benefits of Live Customer Support

For Your Business

Enhanced service level

Get the right agent at the right time

Overcome self-service limitations through liveinteraction to retain customers

For Your Customer

Customer can choose the best way to resolve an

issue online

Provide a human touch on the Internet

Increased customer satisfaction due to

personalized responses



© SAP AG CR800 6-31

SAP AG 2004

Additional E-Selling Scenarios: Unit Summary

You are now able to explain the functionality of:

Selling via eBay

Interactive Selling Guided Selling




© SAP AG CR800 7-1

SAP AG 2004

E-Marketing

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 7-2

SAP AG 2004

E-Marketing: Unit Objectives


Outline the marketing functions used in E-Commerce

Generate personal and global product recommendations(bestsellers) in a Web shop

Customize accessories, cross-selling, and up-selling for the Web

shop

Discuss the integration of E-commerce with campaign execution



© SAP AG CR800 7-3

SAP AG 2004

E-Marketing Topics

Global Product Recommendations

Personalized Product Recommendations

Accessories

Cross-, Down- and Upselling

B2C Process Overview for Campaign

Execution

B2B Process Overview for Campaign

Execution

The E-Marketing functionality is part of the mySAP CRM Marketing functionality.

The marketing functions of mySAP CRM E-Marketing help companies to increase sales to their business

partners by means of product recommendations and campaigns.

The options for additional sales generation are:

Offer products on the basis of sales figures (bestsellers)

Offer higher-value alternative products (up-selling)

Offer similar products (cross-selling)

Offer accessories



© SAP AG CR800 7-4

SAP AG 2004

Shop Management

Web shop

Global Product Recommendation

Special offers in our shop

Display Global Product Recommendation


Target Group for ProductRecommendation *

Global Product Recommendation

With global product recommendations you can offer the bestsellers of the entire Web shop to all of the

customers that visit your Web shop, independent of particular target groups.

The Target group for Product Recommendation field is used in the Web shop to offer products(bestsellers), which are displayed for all consumers/customers.

To enable selective marketing, business partners are divided up into different target groups. The target

groups are maintained in CRM Marketing.

By definition, the members of a target group have attributes in common. In the case of global product

recommendations a common interest in visiting the Web shop (thus a global target group).

Every visitor to the shop is indirectly assigned to this target group.

A universal target group is used as a reference to propose and present certain products in the form of a

top n product list. When target groups are used for personalized marketing functions, the shop visitor is

directly assigned to one or more target groups.



© SAP AG CR800 7-5

SAP AG 2004

Set Up of Global Product Recommendations

Create a global target group1

2

3

Assign target group together with products to a Top n list

Assign the global target group to the Web shop

Creation of a global target group:

Start the segment builder (TX: CRMD_MKTSEG)

Create a profile set with the type Product Proposal (the heading New Profile Set appears).

With your mouse located in the central area of the segment builder, right click and choose Create

target group.

Right click on the new target group (choose Target Group Properties) and define a useful description,

because this is the ID, which has to be placed in the Web shop profile.

Save

This creates an empty target group, as the assignment of business partner is done indirectly.

For the definition of the Top n list perform the following steps:

Start the maintenance of the TOP-N-Lists (TX: CRMD_PPR_TOPN)

Create a new Top n List, define ID and Description

Set the status to active

Assign in the business partner area your global target group (reference type: marketing segments)

Define in the product area the products (reference type: product)



© SAP AG CR800 7-6

SAP AG 2004

Top n List Maintenance

profile set, profile,

target group

Top n lists can be defined for:

Profile sets

Profiles

Target groups

Top n lists are a combination of business partners and products which are valid for a specific period of

time.

A Top n list consists of information entered on two levels: a header containing mainly administrativeinformation (description, status, etc) and one or more top n items containing the actual business partner,

product and time stamp combination.

Top n lists are stored and maintained in product partner ranges (PPR) structures.

One universal target group can be part of several top-n-lists.

One Top n list can have several target groups.

If no top N lists have been maintained for a Web shop, the system does not propose any top N lists.



© SAP AG CR800 7-7

SAP AG 2004

Assignment of Products to Top n List

Top n List

Dynamic Approach

Products from BW Products maintained

manually

SAP CRM System

Static Approach

SAP

Business Warehouse

Sales statistics

Products within a Top n list can either:

Be determined dynamically from the SAP Business Information Warehouse (BW) system using data

mining techniques (for example, based on sales data)

Assigned manually within the top n maintenance

In case of a combination of the two approaches no product will be shown twice, if it is part of both lists.

To call up a (dynamic) top n list from the BW, a report has to be scheduled (CRMD_TOPNSEL).



© SAP AG CR800 7-8

SAP AG 2004

Global Product Recommendations

After it has been configured, the product list is still emptyAfter it has been configured, the product list is still emptyAfter it has been configured, the product list is still empty

Possible Explanations

Target group has not been assigned to the Web shop

Top n list was not activated

No products have been assigned to the top n lists of the target

groups

Products are not contained in the product catalog/have not been

replicated to the index server (TREX)

Typical Problems



© SAP AG CR800 7-9

SAP AG 2004

Web shop

Personalized Product Recommendation

Shop Management

Display Global Product Recommendation


Target Group for ProductRecommendation *

Global Product RecommendationPersonalized Product Recommendation

Display Personalized Product Recommendation

Characteristic Group *

You can select or specify exactly one value

Office

Multimedia

Internet


BeginnerAdvanced

Expert

Here you can change, delete or supplement entries in

your current customer profile

Area of Usage

User Group

Define your profile


Personalized product recommendations are supported in B2B and B2C Web shops. To be able to offer

product recommendations, a characteristic group has to be assigned to a Web shop.

This characteristic group is displayed in the Web shop as a questionnaire with marketing attributes.These marketing attributes are saved as a personal profile in the business partner master and are the basis

for personalized product recommendations.

Each customer can create a personal profile in the Web shop. This profile is used to determine the target

group(s) of a customer.

A target group describes a group of existing or potential business partners that have certain attributes in

common (such as age, occupation, hobbies).



© SAP AG CR800 7-10

SAP AG 2004

Set Up Personalized Product Recommendations

Define marketing attributes (age, profession ...)1

2

3

Create an attribute set (questionnaire) and assign attributes

Assign the attribute set (characteristic group) to the Web shop

Create profile sets, profiles and target groups based

on attribute sets, InfoSets, ELMs, and/or BW cubes4

5

6

Schedule reports for segmentation

Create top n list and assign

• Products (manually or via BW query)

• Profile sets, profiles and/or target groups• Web shop

How to define Target Groups:

In an attribute list a set of attributes have to be defined, which are accessible in the segment builder.

Every attribute refers to a data source. So you are able to define one marketing segment on the basis ofattribute sets, queries of the BW or infosets. Since E-Commerce only supports profile sets of the type

product proposal, the attribute list has to be defined with this category. Then the single values of the

attributes has to be defined as filter.

Create a target group within the segment builder (Tx: CRMD_MKTSEG): Create a profile set with the

type Product Proposal. Change the properties of the profile set by clicking right on the background

and choose Attributes of Profile Set. Now select the attribute list in left part and every defined

attribute will appear. Than drag and drop one of the defined filters to the profile set area. Click right at

the profile and select create target group. Now you can see two symbols, one for the profile and a

smaller one for the target group.

If you enter the segment builder again later and you just open the same target group you will see the

business partner of the last selection. If you want to refresh the selection just create the target groupagain (right click). Normally the selection takes place regularly. This is done via a job, which can only

be started for the profile set (Report CRM_MKTTG_SET_CREATE_TG, but start it in the segment builder!).

To assign business partners to target groups automatically, a report has to be scheduled (CRMD_TGBP).

Each business partner can belong to one or more target groups.



© SAP AG CR800 7-11

SAP AG 2004

Assignment of Business Partners to Target Groups

Web shop

customer

creates aprofile in the

Web shop

Define your profile


Office

MultimediaInternet


Beginner

Advanced

Expert

Here you can change, delete or supplement entries in

your current customer profile

Area of Usage

User Group

Define your profile

Web shop customers see productrecommendations … Immediately, if they are based on

a profile and/or

After the next target group selection, if they are based on a target

group

Web

shop

As there is no online assignment of business partners to target groups, a business partner, who is creating

or changing his profile in the Web shop, will not get assigned to a target group immediately. This will

happen after the next target group selection. To show the Web shop customer product recommendations immediately you have to assign profiles (and

not target groups) to the top n list.



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After it has been configured, the product list is still emptyAfter it has been configured, the product list is still emptyAfter it has been configured, the product list is still empty


The Web shop visitor has not been assigned to a target group

and does not have any marketing attributes

No products have been assigned to the top n list

Products are not contained in the product catalog/were not

transferred to the IMS during the replication

Typical Problems



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Accessories are maintained in the product master

(button: relationships)

Web Shop

Accessories

Relationships

Accessories are

displayed in the

product list, product

detail, and shopping

basket

You need to set the flag Display Cross-, Up-Selling and Accessories Method Schema in the Shop

Management. Additionally, you have to assign a method schema (details later).

Accessories are visible for all Web shop visitors.

Catalog replication is needed.



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The accessories in the item list of the catalog

areas are displayed in catalog maintenance

As soon as the leading product is assigned to the product catalog, the

accessories are available for the product catalog

Handling is different at catalog areas with automatic/manual productassignment

During the replication, accessories are also stored in the IMS

Accessories within the Product Catalog

Please note that the handling of accessories is different at catalog areas with automatic product

assignment than at those with manual product assignment.

Areas with automatic product assignment:

All the assigned accessories products are transferred automatically to the product catalog asaccessories and replicated.

Areas with manual product assignment:

All the assigned accessories products are available in product catalog maintenance. The catalog

processor can choose the required accessories.



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Exchange products in the shopping basket

Up-Selling

Cross-, Up-, and Down-Selling

Cross-Selling

Cross Selling

For a given product related

products are proposed.

Up-Selling

For a particular product you

can specify that other, more

expensive products,

are proposed as alternatives.

Down-Selling

In some cases, you may wish

to suggest a less expensive

product as an alternative.

Cross-Selling should also support your sales efforts, by offering customers additional products alongside

the one they have selected. These recommendations should arouse the interest of customers and

encourage them to buy additional products. Up-Selling should support your sales efforts, by offering customers alternative products of higher value,

alongside the one they have selected. These recommendations should arouse the interest of customers

and encourage them to buy the more expensive products as an alternative.

Benefits of down-selling: If business partners have added various items to their shopping basket in an

online store and find that they have exceeded their budget, they may remove one or more items. Down-

selling aims to maximize sales by suggesting cheaper products as an alternative to these items.



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CUDA Administration in the Webshop

Display Cross-, Up-Selling and Accessories


Target Group for Product

Recommendation *

Global Product RecommendationCross-, Up-Selling and Accessories


Method Schema *

Target Group for Global Cross-/Up-

Selling *Personalized Cross-/Up-Selling


Cross-, Up-Selling and Accessories


Method Schema *

... and personalized cross-,

up- and down-selling.

Note: Accessories are

always universal

Personalized Cross-/Up-Selling

Standard Target Group *

In CRM E-Commerce the

Web shop administrator

can choose between

universal cross-, up- and

down-selling ...

Displaying whether global and/or personalized Cross-, Up-, Down-selling alternatives as well as

accessories appear within the web shop are controlled within web shop administration.

Target groups are created within the segment builder.

Method schemas are created in customizing (Path in Customizing: Customer Relationship Management

→ Marketing→ Product Proposal→ Create Method Schema)

For performance issues regarding method schema and profile sets, please notice SAP Note: 511447



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Set Up Universal Cross-, Up- and Down-Selling

Create a global target group1

2

3

4

Create a Web shop

Define product association rules for global target groups

Assign the global target group and the method schema

to the Web shop

S t e p

1 : C r e a t e t a r

g e t g r o u p s

S t e p

2

Create product relationship for target group

Since CRM 4.0, it is possible to create a global CUD without an extra global target group. Therefore,

you can use the Type of Marketing Segment 01 Global Rule. But currently the Web Shop still requires a

global target group. CUDA = Cross – Up – Down Selling and Accessories

For personalized cross-, up- and down-selling the global target group is not taken into account, but the

target groups the customer is assigned to. In addition, for these target groups product association rules

need to be defined.



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Personalized Product Proposals for “Visitor”

Product proposals at first visit

The unknown visitor enters the web-shop and maintains

marketing attributes. These attributes are saved with a special key

(as a cookie).Product proposals at repeated visit

Visitor is identified by the cookie, product proposals are available.

The visitor can change his attribute values; changes are saved.

Unknown user is registered

User decides to register. Marketing attribute values can be passed

to the newly created customer record.

This flag is used to control whether unknown Internet users should be offered personal

recommendations. For this, unknown users have to maintain their marketing profile. Profile data is saved

with a generated ID. The ID that is created is then saved in a cookie so that users do not have to maintaintheir profile again when they next visit.

At present, only CUA recommendations can be offered for unknown users.

For performance reasons the unknown user data should be deleted regularly if the visitor does not

change his data over a defined period.

There is a report for deletion:

Marketing Tools Expert Tools

Deletion report for unknown users that are no longer required



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Define Product Association Rules

Two types of association rules

Cross-Selling: Association rules are specified in terms of leading

product(s) and dependent product(s)

Up-/Down-Selling: Association rules are specified in terms of the

relationships between products

Activation: Rules have to be activated

Target group PC-Buyer

Leading products

Dependent products

HT-1002

HT-1001

Target group PC-Buyer Seq. Ranking

Leading products

Dependent products

HT-1021 0 1

HT-1001 0 2

Rules can be defined for the following marketing definitions:

Target Groups

Profiles

Global

For Up-/Down-Selling rules the ranking can be compiled automatically:

IMG: CRM Marketing Product Proposal Define Procedure for Creating a Ranking Value

You have two options:

1. No procedure/manual procedure

- The ranking value is not automatically determined. When maintaining up or down-selling rules, you

will need to enter the ranking value manually.

2. Sales price procedure

- The products within the association rule are sorted according to their sales price, with the cheapest

product having the ranking value 1, the next cheapest product the value 2, and so on.



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CUDA in Shopping Basket: Business Logic

shop‘s

personalized CUD

check-box on ?

use shop‘s global CU

target group to determinecross-selling/up-selling

relations

scenario ?

result empty ?

use shop‘s default CUD

target group to determine

cross, up- and down-

selling relations

customer

logged-in as

yet ?

use customer‘s target

group(s) to determine

cross-selling/up-selling

relations

use contact person‘starget group(s) to

determine cross-

selling/up-selling

relations

result empty ?

use sold-to partner‘s

target group(s) to

determine cross-, up- and

down-selling relations

no yes

B2C B2B

yes

no

yes

Method schemas define how cross-selling/up-selling/down-selling products, and accessories are

determined in the shopping basket. In addition, they determine how product proposals are generated and

combined. Each method schema can contain one or more methods, as required.

The system reads the method schema and runs through the methods in the order listed



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Cross-, Up- and Down-Selling and Accessories

No CUDA products are displayed initially


No association rules have been maintained for the products in the

shopping basket

No association rules have been maintained for the chosen target

group

Rule is not activated

Cross-selling rules have been maintained with more than one

leading product

Incorrect method schema is assigned to the web shop

The CUDA product is not contained in the product catalog

Typical Problems:



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SAP AG 2004

Campaign Execution in the Web Shop

Campaign execution enables companies to create

targeted, personalized web and e-mail marketing

campaigns and monitor profitability.

Create and manage personalized e-mail campaigns to drive customer

visits to the Web shop

Automatically determine campaigns that are relevant for customers

or enable customers to manually enter campaign information

Provide customers direct access to campaign products with

campaign-specific pricing

Track the success of your campaign in order to optimize future

marketing efforts

Drive additional revenue through the Web channel

E-mail campaigns are one of the most efficient ways of contacting your customers. It is easy to use and

inexpensive as well. Moreover, E-mail campaigns can be created with a link that directly takes the

customer to the web shop. Additionally, the URL can contain a MIG. MIG is the shortcut for Mail

Identifier GUID that is used for identifying campaigns uniquely. In this case, the MIG can be used by the

system to determine the corresponding Campaign ID. Then the Campaign ID will automatically bedefaulted in the Campaign ID field and it will, therefore, not be required to be entered by the customer.

Automatic campaign determination is a special feature that is only available in the B2B web shop and

does require additional customizing. This functionality determines campaigns that are relevant for a

specific B2B customer.

Manual entry is supported in both scenarios: B2B and B2C. However, in B2C the manual entry is only

available on header level and then each item is evaluated against the entered Campaign ID.

The campaign execution channel can be a synchronous or an asynchronous channel

Asynchronous execution channels

Campaign outbound contact and customer response (inbound contact) occur at different times Outbound and inbound contact are usually stored within two business objects. The inbound contact is

created as a follow-up document with reference to the preceding outbound contact

Example: execution channel – e-mail, SMS, and fax

The amount of information needed within the outbound contact depends upon the business process

Mass scenarios, such as B2C, generally require only minimum information on the outbound contactsfor performance reasons. The interaction object supports this type of scenario.



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Campaign Process Overview – B2C Example

A customer receives a

campaign ID via email

indicating a discount on

specific products when using

this code in the web shop.

The customer goes to the web

shop and enters the campaign ID

in the product catalog. Afterwards,

the prices for the campaign

products are updated in the

product catalog. She browses the

catalog and views the campaign

products.The customer adds a

campaign product to the

basket. The item has areference with the campaign

ID and the basket displays the

campaign price.

The customer completesthe checkout process and

on the order confirmation

the campaign ID is

referenced.

This process describes the typical process when a B2C customer receives a Campaign ID via E-mail and

uses this campaign ID in the web shop in order to get a discount on the campaign products.

In addition to this process, you could also imagine the following variant:

Instead of entering the Campaign ID upon initially entering the web shop, products are first added to the basket. The Campaign ID is then entered in the basket itself and the system validates which items are

eligible for the campaign prices.



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SAP AG 2004

Process Detail – B2C Scenario

Creation of campaign with discount

information for product DPC1005

Campaign ID

Mail with campaign information

(campaign ID and/or link to shop

with MIG)

If link to shop with MIG is used the

customer gets the campaign ID withcampaign pricing automatically

(above). Right side: campaign ID

entered manually in shopping

basket.

One of the most common delivery mechanisms for distributing the Campaign ID to customers is via

email. Generally, when a customer receives an email message which highlights one or more products,

the email contains a link to the web shop. The link can also contain a MIG. When the customer clicks the

link and gets routed to the web shop this MIG is used to determine the Campaign ID. Then the

Campaign ID is automatically populated into the Campaign ID field in the web shop. By automatically populating the field with the Campaign ID the campaign price along with the list price is shown in the

product catalog. If the customer does not enter the web shop via a link, the Campaign ID can either be

entered by the customer in the Campaign ID field immediately after entering the webshop or in the

campaign ID field in the shopping basket.

The seller has the possibility to set up a campaign which is either open to any business partner includinganonymous users, or a campaign which is only available to specified business partners.

If the campaign is open and the ID can be used by anyone then there is no requirement to login first to

see the campaign price. This will most likely be the majority of the cases in the B2C scenario. This

means that any discount that is associated with the Campaign ID will be given to any consumer who

enters the ID and places an order.

However, in the event that a campaign is restricted only to specific consumers then a validation must

occur. In this case, once the user enters the ID, the user is prompted to log in with his/her user ID and

password.

In the B2C shopping basket the Campaign ID can only be entered on header level. Based on the enteredCampaign ID on header level, the system determines if the added line items of the shopping basket

belong to the campaign. For those items belonging to the campaign, the campaign specific price is

displayed.



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Campaign Process Overview – B2B Example

A business partner

receives a mail with a

promotional offer.

Back in the catalog hesearches for additional

products, checks the suggested

cross- and up-selling productsand adds some of them to the

order.

He adds this product that is

on promotion to the

shopping basket. The

campaign ID is

automatically copied to the

line item in the basket.

The business

partner completes

the checkout

process and reviews

the order

confirmation.

The confirmation includesthe campaign ID reference

on the line item.

He logs in to the web

shop and enters thecampaign ID in the

product catalog. He views

the product list in the

catalog and sees the

campaign specific price

for a product on

promotion.

B2B Web shopB2B Web shop

The process above describes the typical process when a B2B customer receives a Campaign ID via E-

mail and enters this Campaign ID on the line item for the product.

In addition to this process, you could also imagine the following variant:

The B2B customer does not need to enter the Campaign ID manually in the shopping basket to receivethe promotional offer if automatic campaign determination is used. In this case the system will

automatically check if the product is part of a campaign. If it belongs to more than one relevant

campaign, a popup appears and the customer is prompted to select a Campaign ID.



© SAP AG CR800 7-26

SAP AG 2004

Process Detail – B2B Scenario

Creation of campaign with discount

information for product DPC1005

Campaign ID

Mail with campaign information

(campaign ID for entering in B2B

shop)

Campaign ID entered on product

catalog level (above). Right side:

Campaign ID entered on header level in

shopping basket.

In the B2B scenario, the user must log in first before any Campaign ID can be entered. After logging

into the web shop, the customer can enter the Campaign ID. By navigating through the product catalog

the B2B customer can see in the product catalog those products which are part of the campaign. For

these products, he can see the list price as well as the campaign price. This enables him to see the benefit

of the Campaign ID.

Alternatively, the B2B customer can also enter the Campaign ID in the shopping basket. For this case

the following statements are valid.

First, entering the Campaign ID on header level: If a Campaign ID is entered on the header level of

the shopping basket, the value is copied to the item level campaign field only for any new items which

are entered in the basket. Existing items in the basket will not be changed and will not have the

Campaign ID reference on item level. In order to remain consistent with other header data such as

“ship to address” and “requested delivery date”, the Campaign ID which is entered on the header will

be copied to the line items in the order. But only those items which are valid will have the campaign

price displayed.

Second, entering the Campaign ID on item level: The B2B customer has already added some products to the shopping basket and he does not enter the Campaign ID on the header level but instead

on line item level. Since the Campaign ID has not been entered previously, the campaign price is

displayed only after entering the ID on the item level. You should keep in mind, that per line item only

one Campaign ID can be entered.

Alternatively, the B2B customer could have already entered a Campaign ID on the header level, which is

then copied to the item level, but then decides to enter a different code on the item level. In this case the

Campaign ID is validated for that specific line item. If it is valid, this specific campaign price is

displayed thereafter. If it is not valid, then an error message is displayed and the code must be removed.



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The interaction object supports high-performance

execution of mass campaigns and simultaneously ensures

tracking of each outbound contact in the system

Generation of interaction objects is supported for all asynchronous

outbound channels: e-mail, fax, SMS, and letter Interaction objects do always have an outbound direction

After successful generation, the status is set to completed

If no contact was possible, the status is set to error

A minimal amount of information means that the interaction object offers

very high performance

An interaction object contains

Recipient

Send date and time Campaign

Content of the e-mail, fax, SMS, or letter

Campaign Execution: Interaction Object

Interaction object is a generic term customizing can be set up to define application-specific

naming

The interaction object is fully integrated with the following capabilities:

• Activity management• Account management and business partner fact sheet

• Interaction center Windows client

• Interaction center Web client

The following features are supported for the interaction object within the capabilities:

• Document flow (including navigation to preceding and succeeding documents), creation of follow-

up documents.

• Integration with the reporting framework means that interaction objects can be searched in the

interaction history.

Comprehensive status information allows detailed reporting based upon interaction objects. Possible

status settings include• Contact achieved

• Contact not possible (missing communication data)

• Contact not possible (incorrect communication data)

• Contact not permitted (maximum usage of BP list)

• Contact not permitted (block indicator for BP)

• Contact not possible (technical problems)

Consistent campaign response reporting is ensured



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Interaction object displayed in activity management –

SAP UI

Campaign Execution: Interaction Object – Example



© SAP AG CR800 7-29

SAP AG 2004

Outbound contact generation during campaign execution

requires the following customizing

Communication method

A communication medium is assigned one or more communication

methods

The communication method defines

The campaign execution channel

The transaction type used to generate campaign outbound contacts

Example: asynchronous execution channel – mailCommunication medium: E-mail

Communication method: Internet mail

Transaction type: empty => interaction object will be created

Campaign Execution: General Customizing for Outbound Contact Generation

In this case (communication medium “Internet mail“ and transaction type “ “), mails and interaction

objects - for all business partners in the target group - are generated upon executing the campaign.



© SAP AG CR800 7-30

SAP AG 2004

E-Marketing: Unit Summary


Outline the marketing functions used in E-Selling

Generate personal and global product recommendations(bestsellers) in a Web shop

Customize accessories, cross-selling, down and up-selling for the

Web shop

Understand the B2B and B2C processes for campaign integration

and execution within the web shop



© SAP AG CR800 7-31

Exercises

Topic: Marketing Functions

At the conclusion of this exercise, you will be able to:• Create bestsellers and personalized product recommendations.

• Create target groups.

• Create top n product lists.

• Create product association rules for cross-selling and up-selling products.

1-1 IDES Inc. would like to offer bestsellers and personalized product recommendations in itsWeb shop. Your task is to extend the B2C Web shop to include marketing functions. First

you will offer global product recommendations (bestsellers) that are valid for all

consumers of your Web shop. You will then offer personalized product recommendations

in the Web shop.

1-1-1 Call up your Web shop ZB2CSHOP## .

Use the link in your favorites folder or the following URL:

http://<webserver:port>/shopadmin/shopadmin/init.do

Take a look at the fields for product recommendations.

These fields are relevant for controlling marketing functions. In the next steps you

are going to fill these fields step by step.

1-1-2 To offer global product recommendations, you first have to maintain a global target

group to address all customers in your B2C Web shop.

SAPmenu → Marketing → Segmentation → Marketing Segments → Segment Builder

Name:Global Target Group ##

Save your target group.

1-1-3 The second step is to create a permanent top n list.

SAPmenu → Marketing → Product Proposals → Maintain Top n Products

Create a top n list called ZTOPN_## with the description Top n List 01 for group

## .

Add products HT-1040 and HT-1050 and the global target group to your top n list.

Save your top n list.



© SAP AG CR800 7-32

1-1-4 Enter the global target group in the profile for your B2C Web shop.

use the link in your favorites folder of the following URL:



Search for shop ZB2CSHOP## and choose Change.

Target group for product recommendation: Global Target Group ##

Save your changes.

1-1-5 To display your top n list in the B2C Web shop, you have to maintain the relevant products in the product catalog.

Call up your product catalog ZCAT## .

URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X

Log on with your CRM user and select your catalog.

Maintain products HT-1040, HT-1050 and HT-1055 in the (manual) catalog area

Scanners .

Activate the products and the corresponding catalog area and save your entries.

Carry out an update replication for your product catalog to the index server.

Product Catalog: ZCAT##

1-1-6 Look at the results. Call up the Web shop and check whether the two products arelisted in your Web shop as bestsellers.

Start your browser and call up the B2C scenario.

Use the link in your favorites folder of the following URL:

http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X

Choose your Web shop ZB2CSHOP## .



© SAP AG CR800 7-33

1-1-7 Now maintain the personal product recommendations. Create an Attribute Set and

assign it to your B2C Web shop. Before you can create this Attribute Set , you haveto create attributes with a defined value range.

Create two attributes.

Attribute: Z##_HOBBIES

Description: Your hobbies## Type: Character format

Number of chars/digits: 30 Valuation: Multiple values

Maintain the following attributes on the Values tab page:Attribute value: CookingDescription: I like cooking

Attribute value: Bowling

Description: I like bowling

Save your entries.

Attribute: Z##_COLOR

Description: Your preferred colors##

Type: Character format

Number of characters: 30

Maintain the following attributes on the Values tab page:Attribute value: Yellow

Description: Preferred color yellow

Attribute value: RedDescription: Preferred color red

Attribute value: Blue

Description: Preferred color blue

Save your entries.

1-1-8 Create the Attribute Set Z##_AS .

Attribute Set: Z##_AS

Description: Attribute Set for group ##

To this Attribute Set , assign your attributes:Attribute: Z##_HOBBIES


Save your entries.

1-1-9 Choose this Attribute Set in the corresponding field in your Web shop.

Use the link in your favorite folder or the following URL:http://<webserver:port>/shopadmin/shopadmin/init.do




Save your entries.



© SAP AG CR800 7-34

1-1-10 Once you have created an Attribute Set and assigned it to your Web shop, visitors

to the Web shop can use this set as a basis to create their own customer profiles.

Call up the Web shop with the B2C user you created in Unit 2 and maintain the

customer profile.




Select your Web shop ZB2CSHOP## , log on with your user, and maintain acustomer profile.

In the next exercise, you will create a target group for customers who prefer yellow products. Set the preferred color in the customer profile to yellow.

Save your customer profile.

1-1-11 To enable customers to receive personalized product recommendations, customers

must be assigned to a target group.

You will create a target group for customers who are interested in yellow products.

Maintain a data source for the segment builder.First create your data source Z##_AS with type Attribute Set , then create anattribute list (description: Attribute List group ## ) with category and segment type

product proposal and assign your new Attribute List as data source.

Save your entries.

Create a specific target group and assign your Business Partner to it. (Your

Business Partner has chosen Preferred color yellow.)

1-1-12 Create a top n list called ZTOPN_##_2 with the description TOP n List 2 for group## . Add product HT-1055 to this list. Follow the same procedure as before, but in

the field Target group maintain your new specific Target Group (Preferred color

yellow).

1-1-13 Look at the results. Call up the Web shop and check whether your product HT-1055 appears as the personalized product recommendation.




Select your Web shop ZB2CSHOP##, log on with your user and look at the

personalized recommendations.



© SAP AG CR800 7-35

Exercises

Topic: Marketing Functions: Up/Down-Selling

1-2 You would like to integrate up/down-selling functionality in your Web shop. To do so, you

are going to specify an up/down-selling relationship between various products.

1-2-1 The printer HT-1050 is a product that you would like to propose as a higher-value

alternative to the printer HT-1055. Create the product association rule for theuniversal target group.

Target group: Global Target Group ##

Description: Product Proposal Rule for Group ##

Up-/Down-Selling Products

Product: HT-1055

Rank: 1 Product: HT-1050

Rank: 2

Activate the rule and save your entries.

1-2-2 To display this relationship on the Web, you need to update your Web shop.

Go to your Web shop ZB2CSHOP## .

Use the link in your favorite folder or the following URL:




Method schema: 000006

Standard Target group for

global cross-/up-selling: Global Target Group ##

Save your entries.

1-2-3 Call up your B2C Web shop. Add product HT-1055 to your shopping basket. A

higher-value alternative will be proposed for all the customers that add this product

to their shopping baskets.


Use the link in your favorite or the following URL:


Replace product HT-1055. with product HT-1050

You can find this higher-value alternative as well in the product catalog via

Alternatives next to product HT-1055.



© SAP AG CR800 7-37

Exercises

Topic: Marketing Functions: Accessories

1-3 When customers add products to their shopping baskets, suitable accessories are proposed

automatically.

1-3-1 Define accessories for product THT-00-## . Define an accessory relationship

between products in the product master for this purpose.

Select your product THT-00-## and define product HT-1092 as an accessory.

Save your entries.

1-3-2 Carry out an update replication of your product catalog ZCAT## .

1-3-3 Check the results in the Web shop Z B2BSHOP# #.

Start your browser and call up the B2B scenario.





© SAP AG CR800 7-39

Exercises

Unit: E-Marketing

Topic: Campaign determination

At the conclusion of this exercise, you will be able to:• Create a new Communication medium.

• Create campaigns in CRM.

• Understand the document flow in CRM

1-1 Create a new Communication medium “##dt” with transaction type: interaction object and

Communication Method: .”Internet Mail”

IMG Customer Relationship Management Marketing Marketing Planning and Campaign Management Campaign

Execution Define Communication Medium

1-2 Create a campaign by copying campaign PC4YOU_ECO.

SAP Menu Marketing Marketing Planning and CampaignManagement Marketing Planner

1-2-1 Copy campaign PC4YOU_ECO to campaign ##_dt_e_commerce.

1-2-2 Set start and end of campaign to the actual date.

1-2-3 Enter a campaign price for product HT-1080 and set status to released. Save the

campaign.

1-2-4 Enter the B2B shop with B2b user and create a standard order with product HT-1080. Check the price.

1-2-5 Enter the details of the line item and enter your campaign. Update the order and

check the price. You should now see your campaign price.

Log off.

12-6 Change your campaign. Enter Condition Type: ZCD0 and fill in product: HT-1080,Sales Org/Distribution Channel: US Sales and Service / 30, SP: Use business

partner number that represents the B2B user ID

1-2-7 Log on to B2B again and create another standard order for HT-1080. Check the

price. You should see the campaign price without entering the campaign manually.



© SAP AG CR800 7-40

1-3 Optional.

Check settings for campaign determination.

IMG Customer Relationship Management Basic functions Campaign determination



© SAP AG CR800 7-41

Solutions

Topic: Marketing Functions

1-1 IDES Inc. would like to offer bestsellers and personalized product recommendations in its

Web shop. Your task is to extend the B2C Web shop to include marketing functions. Firstyou will offer global product recommendations (bestsellers) that are valid for all

consumers of your Web shop. You will then offer personalized product recommendations

in the Web shop.

1-1-1 Call up your Web shop ZB2CSHOP##.

Use the link in your favorites folder or the following URL:http://<webserver:port>/shopadmin/shopadmin/init.do

Choose the Display,Change and Delete existing shops link

Choose the Search button

Choose the ZB2CSHOP##

Take a look at the fields for product recommendations.

Choose the Marketing tab.

These fields are relevant for controlling marketing functions. In the next steps you

are going to fill these fields step by step.

1-1-2 To offer global product recommendations, you first have to maintain a global target

group to address all customers in your B2C Web shop.

SAPmenu → Marketing → Segmentation → Marketing Segments → Segment Builder

Create a target group.

Name: Global Target Group ##

Choose Create Profile Set .

Choose Product Proposal and maintain in the description Profile Set Group ##.

Leave the field Master Group empty.

Now click with your right mouse in the central area and choose Create TargetGroup.

Click again with your right mouse on the new target group and choose TargetGroup Properties. Maintain description Global Target Group ## and confirm

your entry.

Save your target group.

Choose the Save button



© SAP AG CR800 7-42

1-1-3 The second step is to create a permanent top n list.

SAPmenu → Marketing → Product Proposals → Maintain Top n Products

Create a top n list called ZTOPN_## with the description Top n List 01 for group

## .

Choose Top n list → Create, enter ZTOPN_## in the ID field and Top n List 01 for group ## in the description field.

Add products HT-1040 and HT-1050 to your top n list.

On Item Level first maintain your ZB2CSHOP## in the field Shop,

On tab Business Partner:

Reference type: Marketing Segment, Type description:Target group,

Description: Global Target Group ##

On tab Product :

Reference type: product , Prod. Type: Material , ID: HT-1040 in line 10; HT-1050

in line 20

On Header Level set the Status of your list to Active.

Save your top n list.

Choose Save

1-1-4 Enter the global target group in the profile for your B2C Web shop.



Log on with your CRM user




On tab Marketing select Display Global Product Recommendation and maintain

your global target group.

Target group for product recommendation: Global Target Group ##

Save your changes.

Select Save.



© SAP AG CR800 7-43

1-1-5 To display your top n list in the B2C Web shop, you have to maintain the relevant

products in the product catalog.

Call up your product catalog ZCAT## .

URL:

http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80 X

Log on with your CRM user and select your catalog.

Choose Change.

Maintain products HT-1040, HT-1050 and HT-1055 in the (manual) catalog area

Scanners.

Activate the products and the corresponding catalog area and save your entries.

Choose Save.

Carry out an update replication for your product catalog to the index server.

Click on Replication in the second level navigation bar → Update Replication

Product Catalog: ZCAT##

Select Update Replication.

1-1-6 Look at the results. Call up the Web shop and check whether the two products are

listed in your Web shop as bestsellers.


Use the link in your favorites folder or the following URL: http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X

Choose your Web shop ZB2CSHOP## .



© SAP AG CR800 7-44

1-1-7 Now maintain the personal product recommendations. Create an Attribute Set

and assign it to your B2C Web shop. Before you can create this Attribute Set , youhave to create attributes with a defined value range.

SAPmenu → Marketing → Segmentation → Marketing Attributes → Maintain

Attributes

Create two attributes.

Attribute: Z##_HOBBIES

Choose Create. Description: Your hobbies##


Number of chars/digits: 30Valuation: Multiple values

Maintain the following attributes on the Values tab page:

Attribute value: Cooking

Description: I like cooking Attribute value: Bowling

Description: I like bowling

Save your entries.


Choose Create. Description: Your preferred colors ##


Number of characters: 30

Maintain the following attributes on the Values tab page:Attribute value: Yellow

Description: Preferred color yellow

Attribute value: RedDescription: Preferred color red

Attribute value: Blue Description: Preferred color blue

Save your entries.

1-1-8 Create the Attribute Set Z##_AS .

SAPmenu → Marketing → Segmentation → Marketing Attributes → Maintain

Attribute Sets

Choose Create.


Description: Attribute Set for group ##

To this Attribute Set, assign your attributes:

Attribute: Z##_HOBBIES Attribute: Z##_COLOR

Save your entries.



© SAP AG CR800 7-46

1-1-11 To enable customers to receive personalized product recommendations, customers

must be assigned to a target group.You will create a target group for customers who are interested in yellow products.

Maintain a data source for the segment builder.

SAPmenu → Marketing → Segmentation → Marketing Segments → Maintain Data

Sources for Segment Builder

First create your data source Z##_AS with type Attribute Set , then create an

attribute list (description: Attribute List group ## ) with category and segment type

product proposal(sl and assign your new Attribute List as data source.

Choose Create Data Source button, Choose Origin Type Attribute Set and name

Z##_AS . Save your entries.

Now choose Create Attribute List button, (if you don’t see the button, choose

Show/Hide Locator ) and description Attribute List group ## and category and

segment type Product Proposal(s). Select Enter and choose Assign Data Source.

Select your Attribute Set for group ##.

Expand your attribute set and Check both boxes (hobbies and colors) which

appear beneath Attribute Set for group ##.Save your entries.

Create a specific target group and assign your Business Partner to it.( Your business partner has chosen Preferred color yellow.)

SAPmenu → Marketing → Segmentation → Marketing Segments → Segment

Builder

Choose Profile Sets and double click on Profile Set Group XX.

Choose the attribute list button and select the attribute list Attribute List group## All attributes will appear. Now click with the right hand mouse on Your

preferred colors and Choose: Create filter with value yellow.Then drag and drop this filter to the profile set area. Right mouse click on the

new profile and choose Build Target Group. Now you can see two symbols, one

for the profile and a smaller one for the target group. The digit 1 indicates that

one Business Partner is assigned to your Target Group. Right mouse click on

the profile/target group and choose Open Target Group. Now you will see the

assigned business partner.

Choose Save

1-1-12 Create a top n list called ZTOPN_##_2 with the description TOP n List 2 for group## . Add product HT-1055 to this list. Follow the same procedure as before, but in

the field Target group maintain your new specific Target Group (preferred color yellow).



© SAP AG CR800 7-47

1-1-13 Look at the results. Call up the Web shop and check whether your product HT-1055

appears as the personalized product recommendation.



http://<webserver:port>/b2c/b2c/init.do

Select your Web shop ZB2CSHOP## , log on with your user and have a look at the

personalized recommendations.



© SAP AG CR800 7-49

Solutions

Topic: Marketing Functions: Up/Down-Selling

1-2 You would like to integrate up/down-selling functionality in your Web shop. To do so, you

are going to specify an up/down-selling relationship between various products.

1-2-1 The printer HT-1050 is a product that you would like to propose as a higher-valuealternative to the printer HT-1055. Create the product association rule for the

universal target group.

SAPmenu → Marketing → Product Proposals → Maintain Cross- /Up- /Down-

Selling Rules

Choose Up-Selling/Down-Selling Rule.

Target group: Global Target Group ## Description: Product Proposal Rule for Group ##

Up-/Down-Selling ProductsProduct: HT-1055

Rank: 1

Product: HT-1050Rank: 2

Activate the rule and save your entries.

Select Activate and then Save.

1-2-2 To display this relationship on the Web, you need to update your Web shop.

Go to your Web shop ZB2CSHOP## .







On the tab Marketing, select Display product related proposals and maintain the

following data:

Method schema: 000006

Select Personalized product related proposals and maintain the following data:

Standard Target group: Global Target Group ##

Save your entries.



© SAP AG CR800 7-50

1-2-3 Call up your B2C Web shop. Add product HT-1055 to your shopping basket. A

higher-value alternative will be proposed for all the customers that add this productto their shopping baskets.




Replace product HT-1055. with product HT-1050

You can find this higher-value alternative as well in the product catalog via Alternatives next to product HT-1055.



© SAP AG CR800 7-51

Solutions

Topic: Marketing Functions: Accessories

1-3 When customers add products to their shopping baskets, suitable accessories should be

proposed automatically.

1-3-1 Define accessories for product THT-00-## . Define an accessory relationship between products in the product master for this purpose.

SAPmenu → Master Data → Products → Maintain Products

Select your product THT-00-## and define product HT-1092 as accessory.

Choose the Search tab page . Enter:

ID / Descr.: THT-00-##

Choose Start . Select your product and select Relationships.Enter the following values on the Accessories tab:

Product: HT-1092

Save your entries.

1-3-2 Carry out an update replication of your product catalog ZCAT## .

SAPmenu → Master Data → Product Catalog → Update Replication

Choose your product catalog: ZCAT## .

Choose Execute

1-3-3 Check the results in the Web shop B2BSHOP## .Start your browser and call up the B2B scenario.



Go to the area printers and choose Accessories next to product THT-00-##.



© SAP AG CR800 7-53

Solutions

Unit: E-Marketing

Topic: Campaign determination

1-1 Create a new Communication medium “##dt” with transaction type: interaction object.

SAP IMG → Customer Relationship Management → Marketing → Marketing Planning

and Campaign Management → Campaign Execution → Define Communication Medium

Choose New entries

Medium:##dt

Communication Medium: ##dt with interaction object

Choose Save

Select entry ##dt Double Click on “Communication Methods and Transaction Types”

Choose New entries

Priority: 1, Communication Method: Internet Mail (SMTP )

Leave Transaction type empty in order to create interaction objects!

Save



© SAP AG CR800 7-54

1-2 Create a campaign by copying campaign PC4YOU_ECO.

1-2-1 Copy campaign PC4YOU_ECO to campaign ##_dt_e_commerce.

SAPmenu → Marketing → Marketing Planning and Campaign Management →

Marketing Planner

Click at the right side of the create Button and select: campaign by copying

Enter name and description: ##_dt_e_commerce

Template: PC4YOU_ECO

Save

1-2-2 Set start and end of campaign to the actual date

On the Basic Data Tab fill in the following:

Field Plan start: Today’s date

Field Plan end: Today’s date

Save

1-2-3 Enter a campaign price for product HT-1080 and set status to released. Save the

campaign..

On the Discounts Tab fill in the following:

Condition Type (CCTC): 1201

Sales Organization/Distribution Channel: US Sales and Service/30

Product: HT-1080

Amount/Currency: $150.00 USD

On the Basic Data tab change the following:

Change Status : Released

Save

1-2-4 Check your web shop settings to ensure that you allow manual entry of campaigns

within your web shop.

Use the link in your favorites folder or the following URL: http://<webserver:port>/shopadmin/shopadmin/init.do




Choose the ZB2BSHOP##

On the tab Marketing, select Allow manual entry of Campaigns in the campaign

section

Save



© SAP AG CR800 7-55

1-2-5 Enter the B2B shop with your B2B user and create a standard order with product

HT-1080. Check the price



Log on with user and password.

Click on the link Create New Order below the heading New Transactions in the

start page

Product: HT-1080

Quantity: 1

1-2-6 Enter the details of the line item and enter your campaign. Update the order and

check the price. You should now see your campaign price.

Click on the triangle at the left to enter the item details

Campaign: ##_dt_e_commerce

Click on Button “Update”

Enter delivery date if requested

Log off

1-2-7

1-2-8 Change your campaign. Enter Condition Type: ZCD0 and fill in product: HT-1080,Sales Org.: US Sales & Service / 30, SP: business partner that represents the B2B

user ID

On the Discounts Tab fill in the following:

Condition Type (CCTC): ZCD0

Sales Organization/Distribution Channel: US Sales and Service/30

Product: HT-1080

SP: Put sold to party number that corresponds to B2B user login

Save

1-2-9 Log on to the B2B web shop again and create another standard order for HT-1080.

Check the price. You should see the campaign price without entering the campaignmanually..



Log on with user and password.

Click on the link Create New Order below the heading New Transactions in thestart page

Product: HT-1080

Quantity: 1

Click on the triangle at the left to enter the item details

Check if campaign ##_dt_e_commerce is found automatically



© SAP AG CR800 7-56

1-3 Optional.

Check settings for campaign determination

IMG Customer Relationship Management Basic functions Campaign

determination



© SAP AG CR800 8-1

SAP AG 2004

E-Service

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 8-2

SAP AG 2004

E-Service

E-Service Overview

Solution Search


Complaints and Returns Management in

E-Commerce



© SAP AG CR800 8-3

SAP AG 2004

E-Service: Unit Objectives

At the conclusion of this unit you will be able to:

Describe the E-Service functions

Explain how to use E-Service

Explain the different ways to handle complaints and returns in

the web shop



© SAP AG CR800 8-5

SAP AG 2004

E-Service: Main Features

Extend enterprise knowledge, information, and

customer services to the Internet.

Provide customers with the ability to check order status, obtain

order tracking information, and research and resolve their own

product problems without involving a service representative.

Account Self-Service – Registration

Knowledge Management

FAQs by Product

Solution Search

Installed Base Management

Product Registration

Request Management


Account Self-Service: MySAP CRM provides customers with self-service for detailed account

information and maintenance tools. With mySAP CRM, customers can register for user accounts, update

their personal account information, and monitor their interaction activities online. Knowledge Management: mySAP CRM enables customers to research and resolve their own service

problems without involving service representatives. Customers can browse frequently asked questions

(FAQs) linked to specific products, or search for answers using natural language.

Request Management: mySAP CRM provides web customers the tools to create, update, and check the

status of service requests throughout the entire service process. Key service request management features

include an automatic check for entitlements, as well as the ability for customers to select the most

convenient appointment time for a field service visit.

Live Customer Support: The Live Web Collaboration capabilities of mySAP CRM allow

organizations to provide immediate assistance to customers from within the Web site. Customers can

choose to chat, co-browse, e-mail, or submit a call-back request.

Installed Base Management: mySAP CRM enables online customers to manage their current

portfolios of purchased products. Customers can also initiate service requests from selected products or

installations through complete, personalized views of their purchased products and installations.

Complaints and Returns: The complaints and returns capabilities of mySAP CRM let customers

create, maintain, and track their own complaints and returns.



© SAP AG CR800 8-6

SAP AG 2004

1. Solution Searchincl. FAQs by Product

2. Service Request Managementincl. Installed Base Management

3. Complaints and Return

Management in E-Commerceincl. Product Registration

E-Service Scenarios within the Solution Manager

Three Scenarios for E-

Service within the SAP

Solution Manager:

Solution Search

The Solution Search is a set of self-help tools that your customers use to solve their problems.

Customers who encounter a product problem should start with Frequently Asked Questions (FAQs),

which are designed to address the more common product issues faced by customers. If an FAQ Searchdoes not result in a problem resolution, customers can use the Solution Assistance, that enables them to

enter a problem description and perform a search on relevant solutions.

If a solution still eludes customers after they have used the FAQ Search and the Solution Assistance,

they can turn to Live Customer Support to contact an agent directly.


A service request is a detailed message sent to an agent concerning a product problem. When your

customers create a service request, they can specify which product, installed base, or registered product

is concerned by the request.

In this scenario customers use a web interface to create a service request for an installed base

component. Customers check whether the service that they are requesting is covered by a warranty or a

service contract.Complaints and Returns Management in E-Commerce

Your customers can create complaints so that you take action and meet their expectations. A complaintcan be linked to a registered product or an installed base component. Complaints can also be linked to

products from the product catalog. E-Commerce enables customers to manage their complaints and

returns via the Web.

In this scenario customers register a product so as to activate its warranty. They then create complaintslinked to a registered product with which they are not satisfied.

Supported Request Types: Service Request, Complaint, Information Request



© SAP AG CR800 8-7

SAP AG 2004

B2C

B2B

Internet Customer Self Service: B2B and B2C

Contact Person logs on

Consumer logs on

E-Service is based on the Internet Customer Self Service (ICSS).

The ICSS is an internet application that enables companies to provide online support and service to

customers via a Web interface that connects to an SAP CRM system.

ICSS needs the following system components: CRM, Trex and SAP J2EE Server

URLs:

Business-to-Business (B2B): http://<webserver:port>/icss_b2b/

Business-to-Consumer (B2C): http://<webserver:port>/icss_b2c/

It is possible to integrate the scenario Business-to-Business (B2B) of the ICSS application into the SAP

Enterprise Portal. The Enterprise Portal as a single point of entry enables Internet or Intranet users to

have access to different applications like Internet Sales and ICSS from one environment.

There are two types of customizing:

ICSS specific customizing: See configuration settings within the Solution Manager for more details

SAF customizing: IMG Customer Relationship management Enterprise Intelligence

Software Agent Frame Work



© SAP AG CR800 8-8

SAP AG 2004

B2C2B

Account Self-Service – Registration

Contact person for a registered

company

Contact person for a non-

registered company

Private consumer

Consumer with a customer ID

Registration information is validated against CRM (for example, country, region, postal code).

Optional to customize the immediate creation of the accounts or have a workflow triggered to the

security administrator (there is a workflow in registration process that you can configure, so thatsomeone has to get authorization from company to activate account).

Security administrator will assign information security profile (covered later) segments data so they can

get access for specific data in the solution data base.

A Web user can be either a service user or a named user. Each type comes with a different authorization

profile. In the standard scenario, Web users would browse anonymously through the Web site as service

users. When they login, they switch to a named user based on their own authorization profile and

business partner data.

For security purposes, users of type named user cannot switch to other users.

After the customer has logged in they can maintain their personal data, such as changing their address.



© SAP AG CR800 8-9

SAP AG 2004

E-Service II

E-Service Overview

Solution Search



E-Commerce

With Release 4.0, the Solution Search component in ICSS covers the following enhancements:

Integration with TREX (new in 4.0)

Free text search (usage of linguistic search method)

Search refinement (new in 4.0)

Feedback on search result (new in 4.0)

Download and/or save attachments in a local disc space

E-mail to third party

Link to service request



© SAP AG CR800 8-10

SAP AG 2004

Solution Search in mySAP CRM

Review List of

Solutions

Enter Search

Criteria

Contact Customer

Support

Solution to customer via

e-mail, chat or phone

Search FAQ’s

by Product

Review List of

FAQs

FAQ Search

Solution Search

Live Customer Support

12

3

4

5

6

Web front end ICSS

The scenario Solution Search helps to:

Increase customer satisfaction – added convenience of 24x7 support

Reduce cost per interaction by empowering customers to help themselves

Provide consistent, accurate information for the customer

Improve operational efficiency by removing agents from interactions that can be resolved using self

service

A customer could use the Solution Search in the following manner:

The customer has questions regarding an error in the installation process of a purchased product. The

customer accesses the vendor’s Web self-service site for Frequently Asked Questions (FAQs).

The customer reviews the list of FAQs for the product, but the information is not listed.

The customer expands the search by entering the description and characteristics of the problem for a

search on the vendor’s knowledge base.

The customer reviews all the relevant solutions displayed, finds the matched solution to the problem,

but requires clarification on one of the processes.

The customer initiates a Web chat with a live interaction center agent to clarify the solution process.

The contact center agent answers the customer inquiry and emails additional information to the

customer.



© SAP AG CR800 8-11

SAP AG 2004

Frequently Asked Questions (FAQs)

FAQs are linked to a product and a problem

Products are assigned to a product hierarchy

Problems need to be in a released status and

with at least one released solution

Solutions are retrieved from the Solution Data

Base

FAQ Search

Frequently Asked Questions (FAQs) are designed to address the more common product issues faced

by customers. FAQs by product enable ICSS users to access solutions related to a specific product.

Instead of writing a problem description themselves and conducting a specific search, users can save

time and browse through pre-defined FAQs.

CRM Backend System Configuration

Define the product hierarchy for the Internet Customer Self-Service. To define which product categories

are offered for selection in ICSS and thus determine which products will appear in ICSS, in

Customizing, choose Customer Relationship Management E-Service Internet Customer Self-

Service Define Hierarchy for Product Selection in the Internet .

To create FAQs in the CRM system:

Run transaction CRMD_IIA_FAQ. A product selection dialog box appears.

Press F4 to select the product for which you want create an FAQ.

You are now in the FAQ main screen. The product that you just selected should now appear under the

Product Description area.

Choose Change to switch to edit mode.

Search Criteria: the Search for Problem dialog box will automatically appear if the selected productdoes not have an FAQ maintained for it yet. Use F4 in the Problem field to select a problem to link to

the product that you chose above.

Your selected problem should appear in the FAQ area.

Replace the default text How to (problem number) with the text for your FAQ.

Save.

If automatic compilation is not switched on, compile the solution database index. This enables the search

engine to find the FAQs.



© SAP AG CR800 8-12

SAP AG 2004

Solution Search

Search

earch

Terms

erms

Solution

Database

Problems

Solutions

Words, phrases

Based on the Software Agent Framework (SAF) to enhance performance.

TREX search engine is used to retrieve problems and solutions.

User can

Refine a solution search list.

View, insert & delete My Solutions when logged in.

Access detailed information and/or provide feedback to the found solution.

Download and save attachments and/or email a solution to a third party.

How to create problems and solutions:

To create problems and solutions you can either:

1. Use TA IS01 (TA IS02 is no longer used)

2. Use SAF search service (BSP application CRM_BSP_FRAME ) e.g. in the SAP Portal.

You can also start this BSP application in the CRM system:

1. Execute the Transaction SE80.2 .Select BSP Application From drop down menu and Type CRM_BSP_FRAME, then select display

icon.

3. Expand Pages with Flow Logic then double click select.htm and execute this file using the

Test/Execute icon.

Then you need to compile via SAF compilation service to publish problems/solutions in a form of

entities in the TREX index server either via BSP application CRM_EI_CMP_ADMN in the CRM

(transaction SE80) or in the SAP Enterprise Portal.



© SAP AG CR800 8-13

SAP AG 2004

Compilation Service

Problems and solutions must be compiled prior to search.

The following compilation options are available:

Full Compilation

Delta Compilation

Cluster

Delta or full compilations can be scheduled as background jobs

at regular intervals.

Full Compilation: Compiles all documents. Recommended initially and if the index is corrupted.

Delta Compilation: Compiles all new and changed documents since the last compilation, and removes

deleted documents from the index.

Cluster: Groups documents and features into different classes called clusters. The document/cluster

relationship and feature/cluster relationship are used to refine the results of searches.

Delete Index: Full compilation is necessary afterwards.

Background jobs can be scheduled (for example, to trigger daily updates).

How to compile via SAF in the SAP Enterprise Portal:

a. In the Enterprise Portal, access the CRM Portal Administrator role.

b. Choose Knowledge Administration→ Indexes.

c. Select the knowledge bases that you want to compile.

d. Choose a compilation action (for example, Full Compile, Delta Compile, or Cluster ).

e. Submit the information.

The request is sent to the Java compilation server. After the Java compilation server has

processed the request, the compilation log table is updated. Another option to compile is to run the run the SAF diagnosis tool (see SAF documentation)

Checklist to avoid common problems with the Solution Search.:

No TREX server declared in the customizing

TREX index server is not responding

ICSS version does not match to CRM version. ICSS must be in the same SP as the CRM system

No SAF SDA deployed (mandatory from SP04 on)

User authorizations ICSS log files are useful to detect the source of problems



© SAP AG CR800 8-14

SAP AG 2004

To access the LWC you must launch ICSSand click on Contact Us

After clicking on contact us you will get this

pop-up which enables you to choose one of

four options to use:

E-mail

Callback

Chat

Internet Telephony

Live Web Collaboration (LWC)

Enable the direct communication between the

Customer and the CIC Agent.

The LWC functionality in the E-Service (ICSS) scenario is the same as in the CRM Web shop.

E-Mail:

A HTML form is displayed and enables you to write down your message. Upon submitting your

message, an e-mail will be sent to the e-mail address set in the customizing file (cic-config.properties,the parameter is cic.mail.to=…..@……

Note: This option doesn’t need the CIC Agent side to be active.

Callback:

Send the telephone request to the agent side. The CIC agent will receive the telephone number of the

customer and use it to call back.

Chat:

The chat’s option enables a live communication between the customer and CIC agent .To perform this

option, both sides (CIC agent and LWC customer) have to be available. A HTML form which enablesyou to chat with a CIC Agent will be displayed.

The customer sends the chat request and the CIC Agent has to choose it before starting the chat.

The chat is initialized by the customer.

Internet Telephony:

Enables the client to speak with a CIC agent over internet telephony.



© SAP AG CR800 8-15

SAP AG 2004

E-Service III

E-Service Overview

Solution Search



E-Commerce

With Release 4.0, the service and information request component in ICSS covers the following

enhancements:

Create Service request

Add external reference

Link a service product

Display and link contracts

Display warranties

Get an appointment

Search service and information request

Searching by multiple priorities

Searching for a company

Searching by an installed base component

Searching by transaction number

Display Service request

List of contracts linked to the service request

Display the appointment list



© SAP AG CR800 8-16

SAP AG 2004

Appointment

Scheduling

Service Contract

and Warranty

Entitlement Check

Create

Service RequestInstalled Base

Processing

Service Request Management in mySAP CRM

Service

Analysis

Request

Management

Billing

Service

Request

Processing

Web front end ICSS

11

22 33

44

5566

77

The customer creates a service request for the created product sub-component by selecting the service

to be performed from a catalog of available services for the product.

The customer selects the product for which a service request should be created from his list of installed

products, reviews the information, and creates a sub-component to the product. The customer reviews the contract/warranty information and selects the appropriate contract/warranty if

there are multiple contracts/warranties available for the selected service.

The customer selects an appointment for a service representative visit from the list of availableappointments, which are based on entered customer preferences and submits the service request.

The field service representative performs the service assignment at the customer site and performs

confirmation for the work done, materials used etc.

The service manager checks and approves the confirmation data, decides which costs should be billed

to the customer and triggers the billing of the customer.

The service manager performs analyses of the complete service order processing cycle, including

service level compliance analysis, service contract profitability analysis and customer satisfaction levelanalysis.

Installed Base Management – search, display, create and maintain installed base structure and its

components, request service for selected products of the installed base

Appointment Scheduling – ability to request a preferred date and time for an onsite visit

Contract/Warranty Entitlement Check – automatic validation of service contract and warrantyentitlements



© SAP AG CR800 8-17

SAP AG 2004

Manage and structure purchased

products.

Initiate a service request from a

selected product or installation.

Integration to warranty and contract

management including validation of

warranties during service processes.



Create Installed Base/Component

Web users can add installed bases or components into their installed base list.

Web users can create components of types individual product (iProduct), Text, and Object. Components

of type individual Object (iObject) can be created from a new object or from an existing one.

Display Installed Base List

Web users can view a list of their installed bases. The installed base view can be expanded to display its

components

When Web users select an installed base or a component from the installed base list, they can:

Display the details of the selected installed base or component

Create a sub-component for the selected installed base or component

Create a service request or a complaint for the selected component

Display Installed Base/Component Detail

Web users can display the details of an installed base, or of a component within the installed base.Components can be of type Text, Product, Individual Object (iObject), or Installed base. Web users can

also update components of types Text and Product.

Web users can also create a service request or a complaint related to a component from the installed base

list. Web users can create service requests or complaints for components of all types, except components

of type Installed base.



© SAP AG CR800 8-18

SAP AG 2004

Create service request

Search and display

Service requests

Update service request

Create Service Request

Web users can choose selection criteria to filter the requests. They can view requests created within a

date range, select a specific request type, and select a specific request status. If the Web user is a contact

of a company, he can choose between viewing his own requests or those of his company. If he is aconsumer, he will automatically view his own requests.

Request Management enables Web customers to create, update, and track the status of service requests

throughout the entire service process.

Reference to products, installations, and service

Real-time scheduling of preferred appointments

Automatic validation of contract and warranty entitlements

Customers can request their preferred method of resolution including:

- Exchange of the product for a new one

- Credit to the customer for the costs associated with the product or service

- Return of the product without a new or replacement product issued

Full status and tracking of requests from initial creation to final resolution

Upon service selection, the system will search for:

Contracts that cover the requested service. If the service is covered by more than one contracts, users

will select the most suitable one.

Available appointments for this service. Users will select a time that is convenient for them



© SAP AG CR800 8-19

Web users can also:

Attach documents.

Display their service requests and monitor their status. If a service request is covered by a service

contract, that contract can be viewed in the detail view of the service request. If a service request was

linked to a solution, that solution can also be viewed in the detail view of the service request.

Update their service request details by adding information and/or changing their status. They can also

add new attachments. However, if they want to change the appointment scheduled for a service, they

must call their customer service representative. Chronologically display texts entered by themselves as well as replies entered by the agent.



© SAP AG CR800 8-20

SAP AG 2004

Appointment Scheduling

Appointment Scheduling

Request preferred date and time for

an onsite service representative visit

Integration to Resource Planning

Tool

For the Resource Planning Tool SAP APO is needed.



© SAP AG CR800 8-21

SAP AG 2004

The transaction type

Subject profiles

The catalog

The code groups and codes for catalogs

Code groups profiles

The Web transaction type

The service product catalog

Customizing Service Request: CRM Server

On the CRM Server define…

Define the transaction type:

CRM Transaction Basic Settings Define Transaction Types

Usually the transaction type S1 (Service request) and S3 (information request) exist, you can change

its customizing.

Define Subject Profiles:

CRM Basic Functions Catalog, Codes and Profiles Define Subject Profiles

Define the subject profile Complaint with subject profile category Service.

Link this service profile to the catalog Damage.

Define which catalog category will be used for the defined profile.

Define the catalog:

CRM Basic Functions Catalog, Codes and Profiles Catalogs

Add the catalogs Damage to the list of the catalogs.

Define the code groups and codes for catalogs:

Add for the catalogs Damage the code groups and codes of each groups.



© SAP AG CR800 8-22

Define Code groups profiles:

CRM Basic Functions Catalog, Codes and Profiles Define Code Groups and Codes for

Catalogs

CRM Basic Functions Catalog, Codes and Profiles Define Code groups Profiles

For the subject profile Service and for the catalogs Damage specify the code groups and codes that

will be used.

Define the Web transaction type:

CRM Eservice ICSS Set Up internet Transaction Define Transaction Type for Internet

Add the web transaction type S1 (service request) and S3 (information request) and link them

respectively to the transaction type S1 and S3 and to the profile Service.

Define the service product catalog:

CRM Eservice ICSS Set Up internet Transaction Product catalog usage

Define which service product catalog and variant will be used in service request creation.



© SAP AG CR800 8-23

SAP AG 2004

The Web transaction type

The service request catalog

Availability of some areas during the creation

Define/customize

Customizing Service Request: Java

Define the web transaction type:

SR_CONF_CREATE_SERVREQ_TYPE:This parameter specifies which Internet transaction type is

used for the creation of service request in CRM.

SR_CONF_CREATE_INFOREQ_TYPE: This parameter specifies which Internet transaction type isused for the creation of information request in CRM.

Define the service request catalog:

PCAT_FOR_REFERENCE_OBJECT: Determines the reference object catalog.

PCAT_FOR_SERVICE_REQUEST_ITEM: Determines the service request catalog.

Customize availability of some area during the creation:

SR_CONF_SHIPTO_ADDRESS_SELECTION_DISPLAY: Determines if the ship-to address selection

feature is available during the service request creation.

SR_CONF_REFERENCE_OBJECT_DISPLAY: Determines if the reference object selection area is

available for user entry during the service request creation.

SR_CONF_APPOINTMENT_DISPLAY: Determines if the appointment selection area is available for

user entry during the service request creation.

SR_CONF_ITEM_DISPLAY: Determines if the item area is available for user entry during the service

request creation.

SR_CONF_ATTACHMENT_DISPLAY: Determines if the attachment area is available for user entry

during the service request creation.

PCAT_FOR_COMPLAINT_ITEM: This is the indicator of the product catalog used in the Complaint

Item of Complaint function. The type of product in this catalog could be Material or Service.



© SAP AG CR800 8-24

SAP AG 2004

E-Service IV

E-Service Overview

Solution Search



E-Commerce

With Release 4.0, the complaint component in ICSS covers the following enhancements:

Create Complaint

Added the following fields to the item

- Reference object

- Follow up action

- View button to display the contract and warranty

Linking attachments to the complaint

Search complaints

Searching by multiple priorities

Searching for a company

Searching by an installed base component

Searching by transaction number

Display complaints

List of attachments related to the complaint

Display item detail related to complaint

Added the contract information

Added the list of follow up actions for the item

Added the summary of actions taken as a result of the follow up actions



© SAP AG CR800 8-25

SAP AG 2004

E-Service Complaint

The scenario Complaints and Returns Management helps to:

Reduce internal costs for order processing by automatically triggering the relevant steps for returning

products and issuing credit memos.

Increase customer satisfaction by providing different options for creating a unique return materialauthorization number.

Permanently improve product quality by defect tracking, analyzing complaint reasons, identifying

causes, defining required activities and product changes, and monitoring success.

Increase customer satisfaction by using customer surveys to ask customers with complaints for their

feedback.

Improve complaint processing by providing access to all related documents and data.

Complaint management – Create complaints, check whether warranty exists or a product can be

returned.

Customer requested actions – Indicate requested actions during the complaint creation.

Product Registration – Register purchased products, from the list of registered products the product

warranty can be viewed and a service request or complaint can be initiated.

Logistics integration – Monitor and track products to be returned or substitute products to be delivered.

Defect tracking – Analyze complaint reasons and assign the identified causes to prevent further

complaints.



© SAP AG CR800 8-26

SAP AG 2004


Individual Object


Registration of

products to activate

warranty

My registered products

From a registered

product list, a service

request or a complaint

can be initiated

Your customers register products and services so as to activate their warranty. Once a product is

registered, it is added to the My Registered Products page, where customers can find all their registered

products. For each product, they can view warranty information, create service requests, and createcomplaints. In this process customers register a product over the Web by logging in and choosing their

purchased product from the integrated product catalog.

Before products can be registered, they need an entry in the Permitted Object Categories (Product

Master SAP Basic Data).

Product registration leads to the creation of an individual object in the CRM system.

Display of individual objects in the CRM-System (transaction COMMPR01) is possible with user

parameter COMMPR01_IND_OBJ = X. Customer and product information is available within

Relationships.



© SAP AG CR800 8-27

SAP AG 2004

Select Registered Product

Create Complaint

Create Complaint for Registered Product

Web users can create complaints about goods or services that they deem unsatisfactory. Each complaint

is made up of items that Web users add to the complaint. For each complaint item, users explain why

their expectations were not met and state the actions that they request from you.

Web users can: Request a credit, a return or a replacement

Check whether a contract/warranty exists

Specify a reference object (Installed Base Component or Registered Product)

Attach documents

The Complaint component in ICSS covers the following functionalities:

Create Complaint

General Complaint Information

List of Items related to the complaint

List of attachments related to the complaint

Search and Display Complaints

Enter search criteria

The search results in a list of complaints.

Selecting a complaint from list gives the general information and the list of items related to the

complaint.

Selecting an item from the list displays the detailed information of the item as well as the follow up

action related to the item.



© SAP AG CR800 8-30

SAP AG 2004

Complaint Creation from Invoice (2)

Determination of

related order and

delivery document



© SAP AG CR800 8-31

SAP AG 2004

Customer Initiated Returns (Without Any Reference)

Customer-initiated returns

with no reference to a

previous transaction can be

managed by entitlementsgranted to customers – for

example, based on their

purchase history.



© SAP AG CR800 8-32

SAP AG 2004

Returns Creation from Marketing Campaign

Campaigns that

can be selected

by the customer

Campaign with product

limitation, only the listed

products can be

returned

Individual customers are allowed on a periodicbasis (that is, quarterly, annually) to return

excess inventory. The eligible customers will

be informed, and the customer can create a

returns request with reference to the campaign.



© SAP AG CR800 8-33

SAP AG 2004

Search and Display Complaints

Return

Request for

Main Item

Related

Credit

Information

(Main Item)

Main Item

Return

Authorization

Deliveries for

Return

Authorization



© SAP AG CR800 8-34

SAP AG 2004

E-Commerce Specific Configuration

Supported transaction types for Complaints and Returns via

transaction type grouping with usage ‘Complaints’ or ‘Returns’

Supported Product Service Letters

Supported Campaigns

Used transaction type

group for Complaintsand Returns creation

Used transaction type

group for PSL display



© SAP AG CR800 8-38

SAP AG 2004

Supported invoice types for invoice search and display defined in

E-Commerce customizing

E-Commerce Specific Configuration - Supported Billing Types

All billing types over

all billing groups will

be supported in

‘invoice’ as a

reference document

for complaints

creation



© SAP AG CR800 8-39

SAP AG 2004

Web transaction type

Mandatory fields

Reference Object

Attachment viewable

Product catalog usage

Complaints Customizing: Java

Define/customize…

Define the Web transaction type:

COMP_CONF_CREATE_TRANS_TYPE : This parameter specifies which Internet transaction type is

used for creation in CRM. This parameter must match one of the Internet transaction type defined in

Customizing. Define the mandatory fields:

COMP_CONF_PRIORITY_MANDATORY : Determines if the priority field on complaint creation is a

mandatory field or not.

COMP_CONF_REASON_MANDATORY : Determines if the reason field on complaint creation is a


COMP_CONF_PRODUCT_MANDATORY : Determines if the product field on complaint creation is a


Customize display Reference Object:

COMP_CONF_REFERENCE_OBJECT_DISPLAY : Determines if the reference object selection area

is available for user entry.

Customize of Attachment viewable:

COMP_CONF_ATTACHMENT_DISPLAY : Determines if the attachment area is available for user

entry.

Customize of Product catalog usage:

PCAT_FOR_COMPLAINT_ITEM : This is the indicator of the product catalog used in the Complaint

Item of Complaint function. The type of product in this catalog could be Material or Service.



© SAP AG CR800 8-40

SAP AG 2004

E-Service: Unit Summary


Describe the E-Service functions

Explain how to use E-Service

Explain the different ways to handle complaints and returns in

the web shop



© SAP AG CR800 8-41

Exercises

Unit: E-Service

Topic: FAQs

At the conclusion of this exercise, you will be able to:• Maintain FAQs and Solutions.

• Self-register as a private consumer at the E-Service scenario.

• Register a purchased product.

• Create a service request with reference to your registered product.

1 Check out Frequently Asked Questions (FAQs) and the solution search.

You recently bought a notebook (Notebook Professional 17) and have now detected a

strange noise coming from your CD-drive. Check if you can find a solution.1-1 Call E-Service ( B2C) via the following URL:

http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&language=en

1-2 Go to the FAQs area and search for a FAQ referring to Notebook Professional 17

Computer.

Field Name or Data Type Values

Product category PCShop Products

Product Notebook Professional 17

Check out the solutions provided and send one to your e-mail address.

1-3 You did not find a solution for your problem so far. Now try the solution search.



© SAP AG CR800 8-42

2 Optional: Maintain Frequently Asked Questions (FAQs)

Complaints accumulate for the product T-VPR## (Printer configurable). Customers do notknow, what to do when the operating lamp is flashing. Create a FAQ on this topic.

2-1 Within the CRM start the FAQ maintenance for the item T-VPR## .

2-2 Search for a problem such as “operating lamp is flashing” and assign it to your

printer.

2-3 Check which hierarchy needs to be assigned to products so that they appear in E- Service.

2-4 Assign the hierarchy (and category PC shop products) to your product THT-00-## in the product master.

2-5 Call E-Service (B2C) again via the following URL and to check that a FAQ for

your product T-VPR## now appears.

http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&langua

ge=en

3 Optional: Maintenance of the Solution Search3-1 Log on to the CRM system and access to SE80. Select and display BSP application

CRM_BSP_FRAME , right click on select.htm page and choose Test . Choose Problems to create problems (symptoms) or Solutions to create solutions.

3-2 Create a problem (Type: High Tech) and attach a solution to it.

3-3 Start E-Service again and check if your problem/solution appears in the solution

search. Why is it not displayed yet?

3-4 Delta compile the knowledge database SDB.

3-5 Check again to see if your problem/solution appears in the solution search.



© SAP AG CR800 8-43

4 Self-registration as a private consumer.

4-1 Call again the URL that starts the E-Service (B2C) scenario.


ge=en

4-2 Choose Log In. A new window will pop up. Since you don’t have a User ID yet,

you have to create one. Choose Register .

Choose Registration Type Private Consumer. Enter the following:

Title: Mr./Ms.

First Name: Jacky

Last Name: Johnson-##

Street / House Number: Marshall Rd. 8

Postal Code: 90210

City: Beverly Hills

Country/Region: United States California

E-mail Address: jacky.Johnson##@company.com

User ID: JJ##

Password/Confirm Password: welcome/welcome

Choose Submit . After the registration process is finished, close the window.


5 Product registration

5-1 Log on to the E-Service with the user ID and password created in the exercise

above.

5-2 Click on the link that leads you into the area where you can register products.

In the catalog area on the left hand side, navigate to the Laser Printer area andclick on the product Laser Allround .

Fill out product information.

Color type: Both

Resolution: 2400 dpi

Serial Number: 12345-##Printer Speed (ppm): Up to 40 ppm

Purchase Date: Today

Choose Register , review the data and then choose Submit Registration.



© SAP AG CR800 8-44

6 Optional: Create a Service Request

6-1 Take a look at the list of registered products. You should see one line item. Choosethe Service Request link at the end of this line. A Service Request High Tech form

is displayed.

Enter the following data:

Priority: High

Subject: Printer is noisyPC: Reason Code: Printer

Damage Code: Loud Noise

Reference Object: Registered Product

Description: <any>

Take a look at the warranty status.

Save the service request and note the number.

_____________________

6-2 Take a look at the service request within the PC UI (or the CRM) and confirm thatthis is the request that was created via E-Service.

URL: http://<webserverID>.wdf.sap.corp:1080/SAPPortal>

Log on to the portal with user SERVICEREP and password welcome.


Get Transaction number

Number The one from the exercise above



© SAP AG CR800 8-45

Solutions

Unit: E-Service

Topic: FAQs

1 Check out Frequently Asked Questions (FAQs) and the solution search.

You recently bought a notebook (Notebook Professional 17) and have now detected a

strange noise coming from your CD-drive. Check if you can find a solution.

1-1 Call E-Service ( B2C) via the following URL:


ge=en

1-2 Go to the FAQs area and search for a FAQ referring to Notebook Professional 17

Computer.

Choose FAQs


Product category PCShop Products

Product Notebook Professional 17

Choose Search.

1-3 Check out the solutions provided and send one to your e-mail address.

1-4 You did not find a solution for your problem so far. Now try the solution search.

Choose on the link Solution Search and check the solutions.



© SAP AG CR800 8-46

2 Optional: Maintain Frequently Asked Questions (FAQs)

Complaints accumulate for the product T-VPR## (Printer configurable). Customers do notknow what to do when the operating lamp is flashing. Create a FAQ on this topic.

2-1 Within the CRM start the FAQ maintenance for the item T-VPR##.

Start Tx CRMD_IIA_FAQ.

A product selection dialog box appears.

Use F4 function key to select the product T-VPR##.

You are now in the Frequently Asked Questions main screen.

Choose Change icon to switch to change mode.

2-2 Search for a problem such as “operating lamp is flashing” and assign it to your

printer.

Via find problems search for a problem. Use the F4 Help for the field

Problem number to find a problem specified above (problem number 2).

2-3 Check which hierarchy needs to be assigned to products so that they appear in E-Service.

Start Tx COMM_PRAPPLCAT in the CRM. The hierarchy ICSS is relevant

for E-Service.

2-4 Assign the hierarchy (and category PC shop products) to your product THT-00-## in the product master.

CRM Master Data Products Maintain products

Assign hierarchy and category to the set type Product Categories.

2-5 Call E-Service (B2C) again via the following URL and to check that a FAQ for

your product T-VPR## now appears.




© SAP AG CR800 8-47

3 Optional: Maintenance of the Solution Search

3-1 Log on to the CRM system and access to SE80. Select and display BSP application

CRM_BSP_FRAME , right click on select.htm page and choose Test . Choose

Problems to create problems (symptoms) or Solutions to create solutions.

Choose Pages with Flow Logic and then Select.htm. Select F8 and log on with

your CRM user. Then choose Problems.

You would normally call this functionality via the portal.

3-2 Create a problem (Type: High Tech) and attach a solution to it.

3-3 Start E-Service again and check if your problem/solution appears in the solutionsearch. Why is it not displayed yet?

The database needs to be compiled.

3-4 Delta compile the knowledge database SDB.

BSP application CRM_EI_CMP_ADMN in the CRM (transaction SE80)

default.htm F8

You would normally call this functionality via the CRM Portal Administrator role

3-5 Check again to see if your problem/solution appears in the solution search.

4 Self registration as a private consumer

4-1 Call again the URL that starts the E-Service (B2C) scenario.


4-2 Choose Log In. A new window will pop up. Since you don’t have a User ID yet,you have to create one. Choose Register .

Choose Registration Type Private Consumer.

Enter the following:

Title: Mr./Ms.

First Name: Jacky

Last Name: Johnson-##

Street/House Number: Marshall Rd. 8

Postal Code: 90210

City: Beverly Hills

Country/Region: United States / California

E-mail Address: jacky.Johnson##@company.com

User ID: JJ##

Password/Confirm Password: welcome/welcome

Choose Submit . After the registration process is finished, close the window.


An Internet user (SU01) and a business partner account.



© SAP AG CR800 8-48

5 Product registration

5-1 Log on to the E-Service with the user ID and password created in the exerciseabove.

5-2 Click on the link that leads you into the area where you can register products.

In the catalog area on the left hand side, navigate to the Laser Printer area and

choose the product Laser Allround .

Fill out product information.Color type: Both

Resolution: 2400 dpi

Serial Number: 12345-##

Printer Speed (ppm): up to 40 ppm

Purchase Date: today

Choose Register , review the data and choose Submit Registration.

6 Optional: Create a Service Request

6-1 Take a look at the list of registered products. You should see one line item. Choose

the Service Request link at the end of this line. A Service Request High Tech form

is displayed.

Enter the following data:

Priority: High

Subject: Printer is noisy

PC: Reason Code: Printer

Damage Code: Loud NoiseReference Object: Registered Product

Description: <any>

Take a look at the warranty status.

Save the service request and note the number.

_____________________



© SAP AG CR800 9-1

SAP AG 2004

E-Analytics

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 9-2

SAP AG 2004

E-Analytics

Overview E Analytics

Sales Analyses

Web Site Monitoring

Web Analytics

Architecture



© SAP AG CR800 9-3

SAP AG 2004

E-Analytics: Unit Objectives


Explain what kind of analyses SAP offers to improve your E-

Commerce solution

Describe the E-Analytics architecture and data flow



© SAP AG CR800 9-4

SAP AG 2004

E-Analytics Overview and Objectives

Provide Business Metrics to measure and optimize the

success of the interaction channel E Commerce

Sales analyses of a Web shop:

Allow Web shop owners to analyze sales figures and sales-related

information of their Web shop

Technical analyses of a Web shop:

Allow Web shop owners to analyze the technical health and

performance of their Web shop

Customer Behavior analyses of a Web shop:

Allow Web shop owners to analyze how customers are navigating

through their Web shop

Sales Analyses: Based on CRM objects (order, quotation, contract); uses standard CRM Sales Analytics

Business Content (for orders, quotations, contracts) with a filtered view on the distribution channel

Internet; reports include Sales Statistics, Top n Products, Top n Customers, Top n Quotations, Contracts Technical Analyses: Based on analyzing Standard Web Log files; uses Web Site Monitoring;

reports include Status of Web site, Number of Hits/Page Views, External Referrers, Download Volume,

Server Load

Customer Behavior Analyses: Based on analyzing; uses Web Analytics; reports include Event tracking

(Top n viewed/added/deleted/ordered products), Conversion Rates (Login/Order, View/Order,

Add/Order)



© SAP AG CR800 9-5

SAP AG 2004

Sales Analyses: Sales Order and Quotation Analysis

Examples of Reports include:

Quotation Success Rate

Incoming Sales Orders

Top Ten Products

Top Ten Customers

A range of analyses for sales quotations and sales orders that provide

detailed analytical information about the sales that have taken place in

your organization

SAP also offers sales analyses for contracts. Examples of reports include:

Completed Sales Contracts

Cancelled Sales Contracts

Top Ten Contracts

Products in Sales Contracts



© SAP AG CR800 9-7

SAP AG 2004

Technical Analyses – Web Site Monitoring

What Is Analyzed?

Web log files:

Can be written from any Web server

Contain technical information

Web Site Monitoring

A range of technically focused reports that provide detailed

analytical information to quickly detect technical problems

and to maintain a well-functioning Web shop

Examples of reports include:

Technical status of Web site

Number of hits

User data

Top “n” external referrers

Examples of technical information available in web log files: IP address of requesting client, Server

IP; Date and time of a request; Referrer; Bytes sent/received; Protocol version; Browser Type; Method;

HTTP response code Examples of Web Site Monitoring Reports:

Technical Status of Web site (0WEB_C01_Q0002): This query analyzes the technical status of a

Web site. Analysis for broken links, download-volume, used protocols and methods, etc. for each

server per daily interval is possible.

Number of Hits (0WEB_C01_Q0001): This query displays the number of hits (the number of files

requested by a visitor) and the file-volume sent from the server to the client (in byte) per day.

User Data (0WEB_C01_Q0003): This query analyzes (technical) user-specific data.

Top n External Referrers (0WEB_C01_Q0101): This query displays the top referrers.

Visits, Page Impressions, Hits (0WEB_C01_Q0102): This query displays the number of visits, page

impressions and hits.



© SAP AG CR800 9-8

SAP AG 2004

Data Flow via BW-DB Connect/UD Connect

Created from the source DB table

Cube-specific ODS

(0WEB_O04)

SAP Web AS Java

DB Table

CRM_ISA_WEC_EVENT

Queries

Web reports

InfoCube

(0WEB_C04)

DataSourceSAP/CRM_ISA_WEC_DB

DB-based

Event InfoSource

(0WEB_EVENTS)EP

mySAP

CRM

mySAP

BI

DB capturer is delivered as standard mySAP CRM E-Commerce setting:

With the DB Capturer switched on (standard setting), the system captures only business events.

The captured data is then directly written into a database table on the SAP Web AS Java 6.40 server

Data is then directly loaded from the data source to the SAP BW InfoSource

From the InfoSource data is updated via ODS to the InfoCube from which it can be analyzed with

predefined reports

Advantages of this method of data loading:

• Maintains capturing configuration only in one place (in XCM)

• Loads captured business event data directly from SAP Web AS Java into SAP BW (1:1 data

mapping; no data transformation necessary)

• Uses existing infrastructure (business event data loaded into existing InfoCube and analyzed with

existing reports)

For further details see documentation



© SAP AG CR800 9-9

SAP AG 2004

EP

Web Reports

Data Flow via Third Party (TeaLeaf) into SAP BW

Indexer Translates session files

into XML representation

Extracts event

information from XML

representation and

translates it

Creates flat file for

upload into SAP BW

Name: value pairs

XSL

extractor

Generic InfoSource

0WEB_GEN_01

Generic ODS

0WEB_O03

Cube-specific ODS

0WEB_O04

Contains name: value pairs

and control parameters

Transfers generic ODS data

into one data record

Contains Web-shop-specific

key figures and

characteristics

ADD_TO_BASKETVIEW_ITEMPLACE_ORDER

Capture server

Capture pipeline

Canister/ indexer

extractor

Queries

InfoCube

0WEB_C04

Alternative capturing method => recommended if customers want to analyze not only business events,

but also the whole http request/response stream, e.g. to use this data for session replay (additional third

party software license required) For further details see documentation



© SAP AG CR800 9-10

SAP AG 2004

Example of E-Analytics > Web Site Monitoring

A range of technical-focused reports that provide detailed analytical information to quickly detect

technical problems and to maintain a well functioning web shop.

Examples of delivered reports (queries) include:

Technical Status of Web site (0WEB_C01_Q0002): This query analyses the technical status of awebsite. Analysis for broken links, download-volume, used protocols and methods, etc. for each

server per daily interval is possible.

Number of Hits (0WEB_C01_Q0001): This query displays the number of hits (the number of files

requested by a visitor) and the file-volume sent from the server to the client (in byte) per day.

User Data (0WEB_C01_Q0003): This query analysis (technical) user-specific data.

Top Ten External Referrers (0WEB_C01_Q0101): This query displays the top referrers.

Visits, Page Impressions, Hits (0WEB_C01_Q0102): This query displays the number of visits, page

impressions, and hits.



© SAP AG CR800 9-11

SAP AG 2004

Customer Behavior ...?

in a

Bricks and Mortar Store

in a

Web Shop

In a Web shop, all you know is what a customer ordered.

But you do not know what other products they considered …

Unlike in a bricks-and-mortar store, in a Web shop it is difficult to get information about what your

customers are doing while they are visiting your Web shop:

Brick-and-Mortar Store:

Customer walks along the shelves

Customer picks up an item and looks at it

Customer places it in the cart and moves on

Customer looks at additional items in the store, places a second item in the cart

Customer takes the first item back out of the cart

Customer goes to the register

Web Shop:

Customer browses the catalog

Customer looks at the detail view of the product

Customer places the item into the shopping basket

Customer continues browsing the catalog, places a second item into the shopping basket

Customer deletes the first item from the shopping basket

Customer places an order

In the end, in a Web shop, all you know is what a customer ordered. More importantly, you don‘t know

what other products they considered, or why they left – technical problems, availability, did not like

product details.



© SAP AG CR800 9-12

SAP AG 2004

What Is Analyzed?

User actions in the Web shop:

Can be captured in the Web shop by means of predefined business

events (for example, logon, view item, add to basket, place order)

Contain business-related information

Web Analysis

A range of reports that provide detailed analytical information

about how Web shop customers navigate through the Web

shop and what products they look at and buy

Examples of reports include:

Conversion rate

Event statistics Visitor session

Viewed products

Customer Behavior Analyses – Web Analysis

Predefined business events: register; login; view product category; view product; create basket; add item

to basket; change basket item; delete item from basket; delete basket; place order)

This information can then be viewed alone or in combination with data from other customer touch points

and can be applied to proactively grow and retain the customer base, as well as improve structure and

content of the Web site.

Examples of Web Analysis Reports:

Conversion Rate (0WEB_C04_Q0002_V02/V03): Shows the ratio of visits (i.e. users who logged in

to the Web shop) to orders (i.e. users who also ordered at least one product) in the Web shop in the

current month/current year.

Event Statistics (0WEB_C04_Q0002_V06): Gives an overview of all events triggered in the Web

shop.

Visitor Session (0WEB_C04_Q0002_V01): Shows the number of events triggered by customers in a

Web shop in a given time period.

Viewed Products (0WEB_C04_Q0001_V05): Shows the number of viewed products (based on the

event VIEW_PRODUCT).

Ordered Products (0WEB_C04_Q0001_V07): Shows the number of ordered products (based on the

event PLACE_ORDER).



© SAP AG CR800 9-13

SAP AG 2004

User loginaRegister

user View product View category

Create basketAdd item

to basket

Change

basket item

Delete item

from basket

Place order Delete basket

A set of business events is integrated in mySAP CRM

E-Commerce (B2B and B2C scenarios)

(B2C only)

Web Event Capture in mySAP CRM E-Commerce

Data associated with each business event is captured

in an XML file

Business Event Capturing is integrated both in SAP E-Commerce for mySAP CRM, for mySAP ERP

and for SAP R/3

Additional Business Events can be created by the customer (see documentation)

Existing Business Events and/or Business Event attributes can be modified (e.g. added, deleted,customized) (see documentation)



© SAP AG CR800 9-14

SAP AG 2004

Data Captured per Event

Add

to basket

………

<appevent status="OK" type="WebLogic" event="ADD_TO_BASKET"

timestamp="2001-08-26T09:56:17.904Z" app="SAP Internet Sales" >

<group type="Item" >

<var name="Description" value=""/>

<var name="Quantity" value="1"/>

<var name="OldQuantity" value="0"/>

<var name="AvailabilityDate" value="2001-08-26T12:00:00.000Z"/>

<var name="Unit" value="ST"/>

<var name="SKU" value="M-04"/>

<var name="ProductName" value="Sunny Extrem"/>

<var name="Availability" value=“0"/>

<var name="BasketID" value="3B87E9F1DD6D0057E10000000A1145B5"/>

<var name="Manufacturer" value=""/>

<var name="Currency" value="EUR"/>

<var name="BasketCategory" value=""/>

<var name="TotalPrice" value="10.00"/>

<var name="UnitPrice" value="10.00"/>

<var name="Category" value=""/></group>

</appevent>

………

Data associated with each event are captured in an XML file

similar to this one:

Createbasket

Modify

basket item

Check the availability!



© SAP AG CR800 9-15

SAP AG 2004

Example of E-Analytics > Web Analytics

A range of reports that provide detailed analytical information about how web shop customers navigate

through the web shop and what products they look at and buy.

Examples of Reports include:

Conversion Rate (0WEB_C04_Q0002_V02/V03):

Event Statistics (0WEB_C04_Q0002_V06)

Visitor Session (0WEB_C04_Q0002_V01)

Viewed Products (0WEB_C04_Q0001_V05)

Ordered Products (0WEB_C04_Q0001_V07)

Conversion Rate Analytics:

Measures the percentage of users in a given time frame that, when given the opportunity, choose to

complete an action at your website. Conversion rate encompasses many aspects of your site, including

usability, site availability and performance, and even the importance of the task to your customer.



© SAP AG CR800 9-16

SAP AG 2004

InteractionBusiness

Services

E-Analytics Architecture & Data Loading

mySAP CRM

SAP NetWeaver

Presentation

Browser

Browser

Browser

Browser

SAP Web AS Java

Internet Sales Business

Events

Business Event API

J av

a C onn e c t or


W e b S er v er

CRM Server

Request

Response

Java Servlet API

Capture Pipeline

Request

Response

Canister,

Indexer and

Extractor

Request

Response

DB Capturer

J2EE DB

BW-DB Connect

UD Connect

mySAP BI

Web Site Monitoring

Web Analysis



© SAP AG CR800 9-17

SAP AG 2004

E-Analytics Provides ...

Sales Analyses

Analyzing the most important Sales KPIs for your Web shop

Technical Analyses

Detecting and solving of server and other technical problems

Customer Behavior Analyses

Measuring the success of your E-Commerce channel

Understanding customer behavior in your Web shop and applying

business strategies accordingly in:

Sales and Marketing

Product Management

Product Catalog and Web Design

Further Information:

SAP Public Web: www.sap.com/crm

SAP Service Marketplace: service.sap.com

SAP Help Portal: http://help.sap.com

SAP Solution Manager



© SAP AG CR800 9-18

SAP AG 2004

E-Analytics: Unit Summary


Explain what kind of analyses SAP offers to improve your

E-Commerce solution

Describe the E-Analytics architecture and data flow



© SAP AG CR800 A-1

SAP AG 2004

Appendix

8. E-Service

9. E-Analytics

Appendix

Units


3. Catalog Setup




7. E-Marketing



© SAP AG CR800 A-2

SAP AG 2004

Appendix

Use of the Solution Manager

Deployment

Live customers with CRM E-Commerce

E-Service: Applicable Targeted

Industries

Dynamic Personalization



© SAP AG CR800 A-4

SAP AG 2004


SAP Solution Manager SAP Solution Manager SAP Solution Manager

Functional ImplementationFunctional Implementation

Technical ImplementationTechnical Implementation

Implementation ofOperationsImplementation ofOperations Support DeskSupport Desk

Services for OperationsServices for Operations

Solution MonitoringSolution MonitoringProviding tools, content,

procedures and services

to implement and operate

your mySAP Business Suite solution

SAP Solution Manager – a Customer Platform for Implementationand Operation of mySAP Business Suite

Implementation Operations

SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It isa platform which supports the business solution life cycle, from the Business Blueprint through to

configuration to production operation. SAP Solution Manager offers central access to preconfiguredcontent, tools, and methodology that you can use during the evaluation and implementation of yoursystems.

For implementation, these include:

Contents for evaluating and implementing business solutions predefined by SAP.

The ASAP methodology for the implementation of business solutions.

Tried and tested implementation and test tools, for example the Implementation Guide (IMG) or theTest Workbench.

An authoring function that you can use to create your own project templates for your implementation project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in

global rollouts.

SAP Solution Manager Operations allows you to configure, administer and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up and run your own solution support.



© SAP AG CR800 A-5

SAP AG 2004

SAP Solution Manager – Use in Implementation

SAP Solution

AP Solution

Manager in

anager in

Implementation

mplementation

Configuration

Project

definition

Define Business

Blueprint

Customizing

synchronization

Authorization

Datatransfer

End user

training and

documentation

Testing

Projectphase

Roadmaps

Project AdministrationCross

functions

Projectactivities

Issue Tracking/Status Monitoring/Reporting

Developments

Define

system landscape

Focus of tool support

ProjectPreparation

BusinessBlueprint

Realization Go Live& Support

FinalPreparation

SAP Solution Manager supports you in all phases of the evaluation and implementation. You can perform the following activities in an evaluation and implementation project with SAP SolutionManager:

Project Preparation: The Roadmaps contain information and procedures for all phases of yourimplementation project. Your work with SAP Solution Manager really begins after the evaluation phase. The first step is to define your project in SAP Solution Manager.You enter administrative data inthe Project Administration transaction (for example, details of project dates and resources). You set the project scope and you define the system landscape you require for the implementation of your solutionduring the project preparation phase.

Business Blueprint: You define a Business Blueprint by documenting the organizational units, masterdata, business scenarios, and business processes you require for the implementation of your solution.During the Business Blueprint definition, you read the documentation supplied by SAP and partners,create your own project documentation, and assign individual process steps to transactions.

Realization: You configure your business scenarios in the development system. You check the test cases

delivered with your solution and assign further test cases to individual processes and process steps. You perform a consistency check for the Customizing of your business processes. In other words, you checkwhether the Customizing is the same in the various application components. You synchronizeCustomizing with Customizing Distribution. You can organize tests and reuse the test cases selectedduring configuration. It is possible to carry out project analysis at any point during your project toobtain information on project status and on progress made in testing or configuration.

Final Preparation and Go Live & Support: Perform remote SAP services and track their status. Monitorand manage your systems using real-time alerts displayed in a system graphic, weekly SAP EarlyWatchAlert Reports, and Central System Administration tasks.



© SAP AG CR800 A-6

SAP AG 2004

How to Use SAP Solution Manager in a Project

ProjectPreparation

BusinessBlueprint

Realization Go Live &Support

FinalPreparation

Project Definition and Description

Project type

Naming, roles, and language

Project standards (status, keywords, and documentation

types)

Timeframe

Define System Landscape

Development

Quality Assurance Production

…



© SAP AG CR800 A-7

SAP AG 2004


ProjectPreparation

BusinessBlueprint


FinalPreparation

Define Business Blueprint via Business Process Repository

Customer Business Process requirements, analysis, documentation, and

management /scoping

Visualization of Standard Business Process by scenario description,

product documentation, demos, and transactions

Project-specific adaptation such as new processes and documentation at

each level (requirements, print outs, reports, and concepts)

Generation of Blueprint

Project Issue Management, Status Management

SAP Feasibility Check



© SAP AG CR800 A-8

SAP AG 2004


ProjectPreparation

BusinessBlueprint


FinalPreparation

Configuration

Configuration guides for Standard Business Scenarios

Configuration support per scoped structure element such as product

documentation, IMG, non-ABAP configuration, BC sets, and CATTs

Project documentation such as customizing, modification, and

enhancements

Customizing synchronization

Testing

Define and maintain test cases, test catalog

Organize and perform testing in Test Workbench

Project Issue Management such as questions, errors,

requests, and messages to SAP



© SAP AG CR800 A-9

SAP AG 2004


ProjectPreparation

BusinessBlueprint


FinalPreparation

End User Training and Documentation

Part of implementation content

Standard Business Process and Customer Business Process

documentation

Product documentation

Project Issue Management such as errors, requests, and

messages to SAP

SAP GoingLive Check

SAP EarlyWatch Check

Solution Manager for Operations



© SAP AG CR800 A-10

SAP AG 2004

Implementation Content

Structure items

for generic configuration

support

Scenarios

Solution

General Settings

Connecting Systems

Data Replication

Engines

Portals

Basic Settings for <Solution>

Basic Settings for <Key Capability>

Basic Settings for <Channel>

Basic Settings for <Technology>

<Product Version>

Configuration Structures

Master Data


...

Business Processes

<Scenario>

<Scenario>

...

Scenarios

<Solution>




SAP AG 2004

Implementation Content – Assignments

Trans-action

Docu-

mentationTransactions

IMG activities

Other

Docu-mentation

(in the Help

Portal)

IMG

Docu-

mentation

Link to

With

Access

to

URLsGeneral Settings

Connecting Systems

Data Replication

Engines

Portals

Basic Settings for <Solution>

Basic Settings for <Key Capability>

Basic Settings for <Channel>

Basic Settings for <Technology>

<Product Version>

Configuration Structures

Master Data


...

Business Processes

<Scenario>

<Scenario>

...

Scenarios

<Solution>




SAP AG 2004

Example: Configuration Concept for mySAP CRM 5.0

Basic

Settings

for

Enterprise

Marketing

Basic

Settings

for

Enterprise

Sales

Basic

Settings

for

Enterprise

Service

Basic

Settings

for

Enterprise

Analytics

Basic Settings for mySAP CRM

Basic

Settings

for

E-Comm.

Basic

Settings

for

Field

Appl.

Basic

Settings

for

Interaction

Center

Basic

Settings

for

Channel

Mgmt.

M o b i l e C R M

M o b i l e R / 3

H a n d h e l d C R M

W i n C l i e n t

W e b C l i e n t

I S A C R M

I S A R / 3

Basic Settings for all Business Scenarios


assigned to a Functional Key Capability


assigned to a Channel Key Capability

Business Scenarios and assigned settings




SAP AG 2004

Example: Basic Settings for any Handheld ServiceBusiness Scenario*

Basic

Settings

for

Enterprise

Marketing

Basic

Settings

for

Enterprise

Sales

BasicBasic

SettingsSettings

for for

EnterpriseEnterprise

ServiceService

Basic

Settings

for

Enterprise

Analytics

Basic Settings for mySAP CRM

Basic

Settings

for

E-Comm.

Basic

Settings

for

Field

Appl.

Basic

Settings

for

Interaction

Center

Basic

Settings

for

Channel

Mgmt.

M o b i l e C R M

M o b i l e R / 3

H a n d h e l d C R M

W i n C l i e n t

W e b C l i e n t

I S A C R M

I S A R / 3

* Including

Analysis

Processes

For each Business Scenario the

required path is given in the


a

b

d

e

c




SAP AG 2004

Appendix


Deployment



Industries





SAP AG 2004

Deployment

Build Tool

Supports building of project specific Web applications based on

the Internet Sales applications

Separation of project specific code and code delivered by SAP

Automated build of project specific applications

Software Delivery Manager (SDM) support for project specific

applications

Standardized process for upgrading modified Web applications

to a newer support pack or a newer release

Report of differences of two SAP releases and project specific

modifications

Automated build of the project specific applications based on the

new SAP application

SDM support for reuse of deployment parameters

Documentation:

http://service.sap.com/crm-inst

Installation Guides mySAP CRM SAP CRM 3.1

Link: CRM E-Selling

Use:

XCM for configuration

Build Tool for modifications

SDM for deployment




SAP AG 2004

Build Tool – Difference Report

Upgrade Process:

Download new application

Extract it

Generate Difference Report

Review SAP differences (especially for files modified for the project and modified by SAP in the newerversion of the application)

If required, merge conflicting changes manually or by VCS tools (based on Difference Report)

Start automated build

Deploy new project specific application

Test

Customer Enhancements with Build Tool

Enhancements are stored in separate folder (application with own name, e.g., B2B_Modified)

Upgrade sequence: SDM EAR JSP_Modified




SAP AG 2004

Appendix


Deployment



Industries





SAP AG 2004

mySAP CRM E-Commerce Across All Industries

Consumer Products

High Tech & Electronics

Retail

Chemicals

Engineering &

Construction

Service Provider

Forest Products & Paper TelecommunicationsBuilding Materials, Clay & Glass

Oil & Gas

Metal Products

Utilities

AutomotiveMedia

PharmaceuticalsTextiles ProductionsMiningPublic Sector Insurance

mySAP CRM Customers span the breadth of industries, including High Tech, Consumer Products,Retail, Chemicals, and Engineering & Construction.




SAP AG 2004

Manage a Complex Content and Demand Chain

Kimberly-Clarkruns mySAP CRM

Industry: Health Care Products

Scenario: Business-to-Business

Geography: USA

Kimberly-Clarkruns mySAP CRM

Industry: Health Care Products


Geography: USA

“mySAP CRM E-Selling gave us the flexibility that we needed right from the beginning to push our

catalog content to any exchange, represent our brand strongly, and make it as easy as possible for our

business partners to engage in e-commerce with us.”

Ladd Nichols, Director of Global Strategic Information Systems, Kimberly Clark

“mySAP CRM E-Selling gave us the flexibility that we needed right from the beginning to push our

catalog content to any exchange, represent our brand strongly, and make it as easy as possible for our

business partners to engage in e-commerce with us.”

Ladd Nichols, Director of Global Strategic Information Systems, Kimberly Clark

Kimberly Clark runs mySAP CRM E-Selling in their health care products division. It is a B2B scenarioin the U.S.

Kimberly Clark has implemented multiple product hierarchies to manage content. Since content is isstrictly regulated in the health care industry, consistency of product-related, structured content is critical.They sell complex products, such as surgical packs. Substitution of products has been implemented, aswell as cross-selling.

Kimberly Clark is dealing with complex content and a complex demand chain. They push their catalogto procurement exchanges for their business partners, where they have connected E-Selling to E-Procurement for Health Care Products.

Kimberly Clark runs mySAP CRM E-Selling in a heterogeneous environment; they run against multiple backend systems, including non-SAP backends.

Through E-Selling, Kimberly Clark ensures ease of doing business for business partners, as well asstrong, centralized branding of their healthcare products.




SAP AG 2004

Fast ROI with Sophisticated B2B Capabilities

Tyrolitruns mySAP CRM

Industry: Building Material


Geography: Austria

Tyrolitruns mySAP CRM

Industry: Building Material


Geography: Austria

“mySAP CRM E-selling from SAP reduces our cost per transaction by processing customer orders

automatically. Our Customer Service spends less time performing administrative tasks and more timedeveloping customer relationships.”Marcus Pieber, e-commerce Manager, Tyrolit

- Customer account maintenance costs: down 80%*

- Total cost savings: 25%* * ROI Report 6/2002 by Peppers & Rogers

“mySAP CRM E-selling from SAP reduces our cost per transaction by processing customer orders

automatically. Our Customer Service spends less time performing administrative tasks and more time

developing customer relationships.”Marcus Pieber, e-commerce Manager, Tyrolit

- Customer account maintenance costs: down 80%*

- Total cost savings: 25%* * ROI Report 6/2002 by Peppers & Rogers

Tyrolit runs mySAP CRM E-Selling to run their B2B site to sell building material in Austria andEurope.

Tyrolit incorporates contracts and order templates (for simplified recurring orders for customers).

With mySAP CRM E-Selling, Tyrolit has reduced their cost per sales transaction and reduced theiradministrative support in Customer Service.

Tyrolit went live in four months, using mostly standard functionality. Their ratio of implementationcosts to software costs was 2:1.

In an ROI study performed by Peppers and Rogers, Tyrolit estimates that customer account maintenancecosts have decreased by 80% with mySAP CRM and that their total cost savings is 25%.

In addition, Tyrolit has upgraded from mySAP CRM 2.0c to mySAP CRM 3.0




SAP AG 2004

Fiduciaruns mySAP CRM

Industry: Service Provider


Geography: Germany

Fiduciaruns mySAP CRM



Geography: Germany

“mySAP CRM E-Selling enables us to offer better services to our customers at lower costs. Thus, we

will build our Internet Sales Portal around mySAP CRM, making it our central sales channel for

standard offerings.“

Ingo Rieflin, Project Leader Fiducia Online Service

“mySAP CRM E-Selling enables us to offer better services to our customers at lower costs. Thus, wewill build our Internet Sales Portal around mySAP CRM, making it our central sales channel for

standard offerings.“

Ingo Rieflin, Project Leader Fiducia Online Service

95% cost reduction:Fiducia cut order handling costsfrom $ 70 to $ 3.50 per order

Configure-to-order at Lower Costs

Fiducia runs mySAP CRM E-Selling to run their B2B site for selling hardware and services to banks inGermany.

Fiducia sells ATMs, PCs, mainframes, and leases of their network in the Web shop. Fiducia uses theSAP Internet Pricing and Configurator (IPC) to enable customers to configure the appropriate networkconnections and hardware products, to meet their business needs. Fiducia utilizes the nestedconfiguration capabilities of the IPC to ensure that compatible products, components, and networks arechosen for the customer. In addition, Fiducia uses ATP checking at the component level to provideaccurate online delivery commitments to customers.

Fiducia estimates a 95% cost reduction in their order handling with mySAP CRM E-Selling. With thereduced time, cost, and errors in orders, Fiducia estimates that their order costs have dropped from $70an order to $3.50 an order.




SAP AG 2004

Online Customer Service Center

Canada Postruns mySAP CRM


Scenario: Business-to-Consumer

Business-to-Business

Geography: Canada

Canada Postruns mySAP CRM



Business-to-Business

Geography: Canada

Canada Post runs mySAP CRM E-Selling to enable business customers and end consumers to purchase products, manage their accounts and monitor shipments online.

Canada Post combines both E-Selling and E-Service capabilities in their customer site. Canada post hasimplemented a frameless UI for their Webshop for a very different look and feel that reflects theircorporate branding.




SAP AG 2004

Customer Specific Catalog & Pricing

“When we decided to leverage the Internet as a strategic sales channel, we knew there was the potential

for channel conflicts with resellers. With the Internet Sales component, we found an option that was not

only well-suited to our needs and robust, but also easy to implement and flexible enough to offer the sales

channel options that are most comfortable for us, our customers, and our business partners.“

Mehrdad Laghaeian, Vice President of Information Technology, Osram

Osram Sylvaniaruns mySAP CRM

Industry: High Tech


Geography: U.S.A.

Osram Sylvaniaruns mySAP CRM

Industry: High Tech


Geography: U.S.A.

Osram Sylvania uses mySAP CRM to sell thousands of light bulbs, light systems, and diodes to businesscustomers over the Web. Because of the technical nature of their products, product details, PDFs, and

specifications are a critical part of their catalog. In addition, Osram supports customer-specific pricingand discounts, so they maintain over 2.5 million condition records, which are automatically updated onthe Web shop.




SAP AG 2004

Business Add-Ins for the Product Catalog

BAdIsBAdIs

Create Customer Specific Attributes for Replication

PRODCAT_LOC_UPDATE (provides information

on all the changes made to the list of catalog

characteristics and catalog item characteristics of

product catalogs)

Create/change Catalog Characteristics List and Catalog Item

PCAT_IMS_FEED_ATT (you can create individual attributes on the Index

server at the time of initial replication)

PCAT_IMS_FEED_VAL (you can assign values to attributes during both

initial and change replication)

Customer Specific Evaluation of Attributes for Replication

Customer Specific Adjustment of Price Relevant Data

PCAT_CNDPRICE (you can change price control data at the time of list

price determination)

For further information on these Business Add-Ins see SAP IMG CRM Master Data ProductCatalog Business Add-Ins for Product Catalog.

PCAT_IMS_FEED_ATT: Called when index is created (A- and P-Index).

PCAT_IMS_FEED_VAL: Called for each area and item during replication.

The definition of a Business Add-In can be displayed in transaction SE18.

For implementing a Business Add-In the transaction SE19 has to be used.

Do not forget to activate the BAdI after implementing.

Further useful BAdIs:

Changes in the Catalog itself (called after Catalog is saved)

- BADI: PRODCAT_UPDATE

- Implementation: PRODCAT_UPDATE_IMSPRODCAT_UPDATE_CVIEWS

Changes in Product Master Data (called after product is saved)

- BADI: PRODUCT_UPDATE2- Implementation: PRODUCT_UPDATE2_PCAT

- Since CRM 4.0

- BADI: COM_PROD_MNT_UPD

- Implementation: COM_PROD_MNT_PCAT

Changes in Interlinkages (accessories - called when Interlinkage is saved)

- BADI: INTERLINKAGE_UPDATE

- Implementation: INTERLINK_UPD_PCAT




SAP AG 2004

Make it an Impressive Customer Experience

Beck’sruns mySAP CRM

Industry: Consumer Products


Geography: Germany

Beck’sruns mySAP CRM



Geography: Germany

“We wanted to help increase customer loyalty by making online shopping and customer interaction easy

and fun, at the same time leveraging analytics and campaign management capabilities as well as our

existing customer databases. SAP has fully met our expectations and helped us create the integrated CRM

and business processes necessary for success in a highly competitive global market.”

Oliver Braun, brand manager, Beck’s Germany

Though Beck’s traditional business model is to sell its products through an indirect channel ofdistributors and retailers.

Beck’s uses mySAP CRM to sell logo merchandise, accessories, and collectables directly to endconsumers (and bars) via their corporate Web site. Corporate branding is critical for Beck’s; their goal isto simply and easily distribute their branded merchandise to a wide audience. In addition, the branding oftheir Web shop experience is very important to Beck’s.




SAP AG 2004

KSBruns mySAP CRM

Industry: Engineering &Construction


Geography: Germany, Europe

KSBruns mySAP CRM

Industry: Engineering &Construction


Geography: Germany, Europe

Find the Right Spare Parts

KSB uses mySAP CRM to sells pumps and spare parts over the Web. Business customers use the product configurator to customize the appropriate pumps to meet their business needs. KSB uses a

guided selling search to lead customers to the right spare parts to meet their needs. KSB considers thisguided search functionality to be a competitive advantage for their business.




SAP AG 2004

Migrosruns mySAP CRM

Industry: Retail


Geography: Switzerland

Migrosruns mySAP CRM

Industry: Retail


Geography: Switzerland

Convenience Shopping @ Migros

Migros uses mySAP CRM to sell groceries to consumers over the Web in Switzerland. Customers canfill their baskets and schedule delivery dates and times online.

Coop, the other leading retailer in Switzerland, also uses mySAP CRM E-Selling.




SAP AG 2004

Hershey’sruns mySAP CRM


Scenario: Business-to-Reseller

Geography: U.S.A.

Hershey’sruns mySAP CRM


Scenario: Business-to-Reseller

Geography: U.S.A.

My Chocolate World

Hershey’s uses mySAP CRM to run their E-Commerce site for resellers. Resellers can place orders,check on shipments, review invoices, and get product information online from Hershey’s Order

Connection.




SAP AG 2004

Appendix


Deployment



Industries





SAP AG 2004

E-Service: Applicable & Targeted Industries (1)

All industries that provide services for their customers,

for example:

Automotive

Scheduled inspections and services

Contract and warranty services, product recall services

Engineering, Construction, Operations

Commissioning and decommissioning services

Preventive and predictive maintenance services

High Tech

Software/hardware installation and upgrade services

IT helpdesk support and hotline services

Industrial Machinery Components

Scheduled inspections and services

Break-fix repair services




SAP AG 2004

E-Service: Applicable & Targeted Industries (2)

Service Providers

Professional and consultancy services

Utilities and Telecommunications

Energy supply, connection, and meter reading services

Broadband, cable, mobile communication services

Consumer Services

Consumer appliance repair services

Home services (HVAC)

Complaints and returns processing

Contract and warranty services

Public Sector

Public administration services via the Internet




SAP AG 2004

Appendix


Deployment



Industries





SAP AG 2004


E-Selling Dynamic

Personalization

Utilizes the E-Selling

Personalization Engine

Enables the presentation of

dynamic product

recommendations, personalized

content, and real-time

suggestions/help/ideas

The personalized features can

be driven by actual user

behavior: contents of the

shopping basket, click stream

behavior, and so on

Dynamic Personalization differs from static personalization in that it interacts with the users in a muchmore extensive nature. Dynamic Personalization can change the way the UI is displayed, via pop-up

windows or physically altering the base window. So, the UI itself can appear differently to differentusers. As an analogy, think of a salesperson accompanying you through a department store andanswering your questions, pointing out special offers, and suggesting alternative (or additional) products based on what you have seen.



SAP AG 2004

People-centric Internet Sales: Dynamic Personalization

Personalization

Engine

Web-based

Personalizationadministration

Allows user to define

rules to react to user

data, current activity

Rules can trigger

personalized content,

product

recommendations or

other actions

Buying experience can

be influenced real-time(e.g., based on

shopping basket

content)

Download - CR800 Internet Sales

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