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EHP3 for SAP CRM 70

April 2014

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Opportunity Management (C63)Test Script

SAP SEDietmar-Hopp-Allee 1669190 WalldorfGermany

SAP Best Practices Opportunity Management (C63): Test Script

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Contents

1 Purpose................................................................................................................................................................................................................ 5

1.1 Purpose of the Document.............................................................................................................................................................................. 5

1.2 Purpose of Opportunity Management............................................................................................................................................................ 5

2 Prerequisites......................................................................................................................................................................................................... 5

2.1 System Access.............................................................................................................................................................................................. 5

2.2 Roles............................................................................................................................................................................................................. 6

2.3 Master Data, Organizational Data, and Other Data....................................................................................................................................... 6

2.4 Business Conditions...................................................................................................................................................................................... 7

3 Process Overview Table....................................................................................................................................................................................... 8

4 Testing the Process Steps.................................................................................................................................................................................... 9

4.1 Creating Opportunities................................................................................................................................................................................... 9

4.1.1 Creating an Opportunity Manually.............................................................................................................................................................. 9

4.1.2 Creating an Opportunity Based on an Activity.......................................................................................................................................... 12

4.1.3 Creating an Opportunity via Workflow from Lead Management...............................................................................................................14

4.2 Processing Opportunities............................................................................................................................................................................. 15

4.2.1 Sales Stage 1: Identifying an Opportunity................................................................................................................................................ 15

4.2.2 Sales Stage 2: Qualify Opportunity.......................................................................................................................................................... 17

4.2.3 Sales Stage 3: Quotation......................................................................................................................................................................... 21

4.2.4 Sales Stage 4: Decision........................................................................................................................................................................... 24

4.2.5 Sales Stage 5: Close................................................................................................................................................................................ 26

5 Appendix............................................................................................................................................................................................................. 28

5.1 Process Chains............................................................................................................................................................................................ 28

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Opportunity Management

1 Purpose

1.1 Purpose of the Document This document provides a detailed procedure for testing the scope item Opportunity Management after solution deployment, reflecting the predefined scope of the solution. Each process step is covered in its own section, providing the system interactions (i.e. test steps) in a table view. Steps that are not in scope of the process but are needed for testing are marked accordingly (see column Test Step). Customer-project-specific steps must be added.

Note for the customer project team: Instructions for the customer project team are highlighted in yellow and should be removed before handover to project testers. The appendix is included for internal reference, in particular to support A2O, and should also be deleted before handover to the customer unless deemed helpful to explain the larger context.

1.2 Purpose of Opportunity Management You use Opportunity Management to create and qualify opportunities, which are recognized possibilities for business, for example, the sale of products or services. An opportunity can result from a trade fair, sales deal, bid invitation, or from a hot lead. The opportunity makes up the framework for displaying sales projects from the beginning, and monitoring their success. An opportunity goes through a sales cycle that is characterized by different sales stages. Different activities are carried out in each sales stage.

2 Prerequisites

This section summarizes all prerequisites for the test in terms of system, user, master data, organizational data, and other test data and business conditions.

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2.1 System Access The test should be conducted with the following system and users:

Type of Data Details

System System <Provide details on how to access system, e.g. system client or URL>

Standard User BP Sales Employee User ID SALES_EMPL, Password welcome

2.2 RolesFor non-standard users, the following roles must be assigned to the system users testing this scenario:

Business Role Business Role ID Process Step Sample data

BP Sales Employee YBP_SLS_EMPL See Process Overview Table Michael Curtis,User SALES_EMPL, password welcome

2.3 Master Data, Organizational Data, and Other DataThe organizational structure and master data of your company was created in your system during implementation. The organizational structure reflects the structure of your company. The master data represents materials, customers, and vendors, for example, depending on the operational focus of your company.

Use your own master data to go through the test procedure. If you have installed an SAP Best Practices Baseline package you can use the following Baseline package scenario data:

Data Sample Value Details Comments

<PROSPECT> 100000

<COMPETITOR> 9000000 (Name = APRA)

<DATE> form: dd.mm.yyyy Date should make sense in context

<PAYER> 100000

<PRODUCT> H11

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Data Sample Value Details Comments

<CONTACT PERSON>

600000

<SALES MANAGER> 10000

<SALES EMPL> 10010

2.4 Business ConditionsBefore this scope item can be tested, the following business conditions must be met:

Business Condition Comment

1 C30 – Lead Management At least one Lead needs to be available in the system to be used as basis for a follow-up Opportunity

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3 Process Overview Table

This scope item consists of several steps provided in the following table:

Process step Business condition Business role Expected resultsCreating an Opportunity Manually

Account Buying Center created in Account master record (optional)

Sales Employee Opportunity created without a preceding document

Creating an Opportunity Based on an Activity

Activity completed Sales Employee Opportunity created out of an activity

Creating an Opportunity via Workflow from Lead Management

Lead has been qualified Sales Employee Opportunity created via workflow

Sales Stage 1: Identify Opportunity

Data collected Sales Employee Opportunity has been further processed

Sales Stage 2: Qualify Opportunity

Additional data collected Sales Employee Opportunity has been qualified

Sales Stage 3: Create Quotation

Additional data collected Sales Employee Quotation created

Sales Stage 4: Decision Feedback / verbal agreement received Sales Employee Opportunity won

Sales Stage 5: Close Opportunity

Conditions negotiated, outcome analyzed Sales Employee Opportunity closed, activities finished

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4 Testing the Process Steps

This section describes test procedures for each process step that belongs to this scope item.

The test should take approximately 1 ½ to 2 hours.

4.1 Creating Opportunities

PurposeThis process describes three different starting points for the creation of an opportunity:

Manual creation of an opportunity

Creation of an opportunity based on an activity

Automatic creation of an opportunity as a result of lead management, using workflow

Once an opportunity has been created using one of these starting points, there is no further differentiation concerning the opportunity’s origin in the document. The structure of the document follows the phases of the sales cycle:

1. Identify Opportunity

2. Qualification

3. Quotation

4. Decision

5. Close

4.1.1Creating an Opportunity Manually

PurposeUse this process to create an opportunity without a preceding document.

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ProcedureTest Step #

Test Step Name Instruction User Entries:Field Name: Value

Expected Result Pass / Fail / Comment

1 Log on Log on to the CRM WebClient as sales employee.

The Home page appears.

2 Cretae New Opportunity

In the navigation bar, choose Sales Cycle → Create → Opportunity

If a dialog box appears, choose BP Opportunity.

The BP Opportunity: New overview page appears. The system has set the following data:Start Date (Today)Status (Open)Opportunity Group (New Customers).

3 Add Description and Prospect

In the BP Opportunity: New work area, make the required entries and press Enter.

If a dialog box for organizational data appears, choose Sales Organization BP_SO_CENTER.

If a dialog box for sales area data appears, choose the combination Distribution Channel 10 and Division 10.

Description: Opportunity for product <PRODUCT>

Prospect: Business Partner Number for <PROSPECT>, for example, 100000

You have entered a description and a prospect.

4 Select Contact Person

Select one contact person from the proposed contact persons, and click Choose.

You can select a contact person. The contact persons are derived from the business partner master data. If no contact person exists in the system, go to step 5.

5 Confirm Employee Responsible

The Employee Responsible field is initially filled with the business partner assigned to your user. Change the entry if needed.

In the Parties Involved assignment block, the Employee Responsible is filled as the User and the Sales Representative is

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Test Step #



automatically filled according to the Employee Responsible relationship of the Account.

6 Enter Closing Date

Enter the closing date for the sales cycle and choose Enter.

Closing Date: <DATE>,for example,<start date + 3 months>

7 Enter Product In the Items assignment block, make the required entries.

Product ID: for example H11

Quantity: <quantity>

8 Select Buying Center

In the Contacts assignment block, choose More Insert from Account Buying Center. In the dialog box, select the appropriate buying center.

If you have implemented scope item Account and Contact Management, you need to follow the instructions in the related Test Scripts on how to set up an Account Buying Center.

If you have not implemented the scope item Account and Contact Management, you can skip this step.

The system copies contacts with different functions and relationships from the Account master data and lists them in the Contacts assignment block.

9 See the graphical view of relationships

In the assignment block navigation bar, choose Graphical View.

The system displays the relationships among the different contact persons in their respective

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Test Step #



You can add additional contacts, including functions and relationships, to the buying center.

role in a graphical chart.

If the contact persons and functions are not displayed as expected, check the partner determination settings as described in configuration guide C 32 – Opportunity Management, section 3.1.2.

10 Save Choose Back and then choose Save.

The Opportunity Overview screen appears.

An opportunity has been created, and you can see the unique number of your opportunity in the ID field next to the description.

4.1.2Creating an Opportunity Based on an Activity

PurposeUse this procedure to create an opportunity from an accomplished activity, for example, Visit according to campaign with the prospect.




1 Search for Activity

In the navigation bar, choose Activities → Search → Activity

Choose the search criteria

Select Search.

Employee Responsible ID <SALES_EMPL> 10010

The system displays a list of activities for the employee responsible.

2 Select Activity To select the activity for which you The Activity Details are displayed.

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Test Step #



want to create a follow-up transaction (opportunity), click the description.

3 Create Follow-up In the work area toolbar, choose More Follow-Up

Choose Transaction Type BP Opportunity.

If you have chosen a BP Visit with Prod., you must select the products that are relevant for the opportunity.

The Follow-up Opportunity screen opens.

4 Select Contact Person

Select one contact person from the proposed contact persons, which are derived from the business partner master data and click Choose.

5 Enter Closing Date

Enter the closing date for the sales cycle and choose Enter.

Closing Date: <DATE>for example,start date + 3 months

6 Save Save your entries. You have created an opportunity. After saving, you see the unique number for your opportunity in the ID field next to the description.

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4.1.3Creating an Opportunity via Workflow from Lead Management

PurposeIn this procedure, the opportunity has been created via workflow as a result of lead management. For more information, see the Lead Management Business Process Documentation, section Transfer Leads to Sales (Create Opportunity).




1 Search for Opportunity

On the home page, choose Sales Cycle → Search → Opportunities

Select the required search criteria.

Choose Search.

Lead ID: <Lead ID> Opportunities meeting the search criteria appear in the result list.

2 Select Opportunity

Select the opportunity by clicking the description.

The Opportunity overview page appears.

You can edit the opportunity by clicking Edit.

3 Check the Opportunity Data

Check the entries in the Opportunity Overview.

The opportunity is error-free and contains all necessary data for further processing.

4 Check Transaction History

Scroll to assignment block Transaction History and look for the underlying Lead.

The predecessor Lead appears in the Transaction History.

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Test Step #



5 Save Opportunity

Save your entries.

You have created an opportunity as a follow-up transaction from a lead.

An opportunity is created as a follow-up transaction from a lead.

4.2 Processing Opportunities

PurposeThe sales cycle for a product or service is divided into various sales stages and begins with the recognition of a sales opportunity. This can arise by chance, for example, if a sales employee finds out about a worthwhile investment project during a conversation.

The process ends with a sales order or a rejection by the customer. In the meantime, various sales activities take place, such as providing information material, customer visits, product presentations, quotations, and contractual negotiations.

An opportunity leads through the sales stages of a sales cycle. Depending on the current sales stage, the system proposes specific sales activities that you can activate and monitor. . The sales cycle with the relevant sales stages helps your company to follow a standardized sales process.

4.2.1Sales Stage 1: Identifying an Opportunity

PurposeUse this procedure to change the opportunity with data collected during sales stage 1, such as gathering general information concerning the prospect and preparing a visit.





In the navigation bar, choose Sales Cycle → Search → Opportunities

Prospect ID: <PROSPECT>

The system displays a list of opportunities for the prospect.

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Test Step #



Choose the search criteria and choose Search.


Select an opportunity from the result list by clicking the description.

The Opportunity overview page opens.

3 Add Opportunity Details

Choose Edit to make the required entries in the Opportunity Details assignment block.

Sales Stage: Identify Opportunity

Status: In Process

Origin: <Select an origin>

Priority: <Select a priority>

The Chance of Success changes to 10%.

4 Open Sales Assistant

Choose More Sales Assistant The Sales Assistant page opens and suggests certain activities that should be considered during the current phase.

5 Activate a Suggested Task

To automatically create an activity, you must activate the corresponding Recommended Activity. For example, select Gather Information on Customer, and choose Activate.

The system activates the recommended activity you have selected.


The system automatically creates activities for you. You can see them in the Planned Activities assignment block.

7 Open the task Click the description of the activity you want to process, for example,

The Task overview page opens and displays the task.

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Test Step #



Gather Information on Customer.

8 Edit the task In the Task Details assignment block choose Edit, and add the required values.

Employee (Use this field to delegate the activity to colleagues).

Start Date: <DATE>

Due Date: <DATE>

Active Status: In Process

Notes <results of your activities>

9 Save Choose Save and Back.

You can complete the activities by clicking Close in the Planned Activities assignment block.

New activities within sales stage 1 have been generated and distributed to the responsible employees.

When the activities for this stage are completed you can move on to sales stage 2 of the sales cycle.

4.2.2Sales Stage 2: Qualify Opportunity

PurposeUse this procedure to process the opportunity with data gained in sales stage 2. The data, such as requirements analysis, the prospect’s decision-making process, and the defined sales team can be entered in the system.

Preliminary StepsIn this process step, you enter milestones for some activities. To do this, you must unhide the Milestones assignment block through personalizing your Overview page.

To display the Milestones assignment block on the Opportunity overview page, proceed as follows:

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1. On the Opportunity Overview page, choose Personalize.

2. Select Milestones from the Available Assignment Blocks list and choose Move to Right.

3. Save your entries.

To display the Date To column in the Milestones assignment block, proceed as follows:

1. In the Milestones assignment block, choose Personalize.

2. Select Date To from the list Available Columns and choose Move to Right.

3. Save your entries.





In the navigation bar, choose Sales Cycle → Search → Opportunities.

Choose Search.

The system displays the Result List.


Search for the opportunity created in the preceding step.

Select an opportunity from the result list by clicking the description.


3 Change the Sales Stage

In the Opportunity Details assignment block, choose Edit, and make the required entry.

Sales Stage: Qualification

The Chance of Success changes to 20%.


Choose More Sales Assistant. The Sales Assistant page opens and suggests activities that should be considered during the current phase.


To automatically create an activity, you must activate the corresponding Recommended

The system activates the activity

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Test Step #



Activity. Select the activity and choose Activate.

you selected.


The system automatically creates an activity for each activated recommended activity. You can see them in the Planned Activities assignment block.

7 Enter Milestone Date

With a clearer idea of the opportunity, you are able to set some milestones. In the Milestones assignment block, click Edit List and make the required entry.

Demonstration: <DATE>

8 Enter Choose Enter. The Date appears in the Milestones assignment block.

9 Add Products Add products for the opportunity.

In the Items assignment block, click Edit List and enter the required data.

Choose Enter.

Product ID: <PRODUCT>

Quantity: 1000

The products appear in the Items assignment block.

The Expected Total Value field is filled automatically.

11 Enter Expected Sales Volumes

In the Opportunity Details assignment block, choose Edit to enter the expected sales volume.

Save your entries.

Expected Sales Vol. < about 90% of the expected total value>

13 Add Contact In the Contacts assignment block, choose New to make the required entries.

Function: Decider

Contact: <CONTACT PERSON>

The contact appears in the Contact assignment block on the opportunity.

14 Return to Choose Back. You return to the opportunity.

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Test Step #



Opportunity

15 Add Sales Team Member

In the Sales Team assignment block choose Edit List and make the required entries.

Function: Sales Manager

Name: <EMPLOYEE>

16 Update Milestones

In the Milestones assignment block, choose Edit List and enter the required data.

To add a start and end date for the milestones Initial Requirement Analysis and Develop Proposed Solution, the column Date To has to be inserted. Choose Personalize in the assignment block Milestones and select Date To from the list Available Columns. Then choose Move to Right and Save.

Initial Requirement Analysis: <TO DATE>

Go/No-Go Decision: <DATE>

Develop Proposed Solution: <TO DATE>

Quotation: <DATE>

Customer Decision: <DATE>

17 Enter Choose Enter. The dates appear in the Milestones assignment block.

18 Add Competitors During a sales visit, you have acquired data concerning the competitors involved in this opportunity. In the Competitors assignment block, choose New to enter the required data.

Choose Back.

Function: Competitors

Competitor: <COMPETITOR>

The competitor appears in the assignment block.

19 Assess the Opportunity

Assess the opportunity via a survey to make a go/no-go decision. In the Assessments

The Survey page opens.

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Test Step #



assignment block and click Edit in column Actions to open the survey.

20 Answer the Survey

Add the answers to the posted questions by using the dropdown menu.

21 Save Survey Answers

Choose Save and then choose Back.

Depending on the survey, the field Calculated Chance in assignment block Opportunity Details is automatically filled.

22 Save Choose Save. New activities within sales stage 2 have been generated and distributed to the responsible employees.

You have defined milestones for the opportunity and added data for competitors, sales team, and contact persons.

4.2.3Sales Stage 3: Quotation

PurposeUse this procedure to change the opportunity with data gained in sales stage 3, for example, by extending the opportunity with the development of a solution proposal.

Procedure

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Test Step #





Choose Search.

The system displays the Result List.




3 Change the Sales Stage

In the Opportunity Details assignment block, choose Edit and enter the sales stage.

Save your entries.

Sales Stage: Quotation The Chance of Success changes to 50%.


Choose More Sales Assistant. The Sales Assistant page opens and suggests certain activities that should be considered during the current phase.


To automatically create an activity, the corresponding recommended activity has to be activated by selecting it and choosing Activate. Activate at least the recommended activity Create Quotation.

The system activates the activity you selected.


The system saves the opportunity.

8 Create Follow-up Create a quotation for the prospect. Make sure there is no red traffic light indicating missing data for the opportunity.

On the BP Opportunity screen, choose Create Follow-Up from the work area toolbar. The system needs to save your current

The Follow-Up menu appears.

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Test Step #



opportunity to create a quotation.

9 Select Quotation Type

The system offers you several transaction types for creating a follow up.

In case of an integrated deployment option, choose Category Description ERP Quotation / Transaction Type Description Quotation (You may have to scroll down to find this entry.)

In case of standalone deployment, choose Category Description Quotation / Transaction Type Description BP CRM Quotation

Depending on your scope, you have either the possibility to create ant ERP Quotation (Integrated Scenario) or a CRM Quotation (CRM Standalone).

10 Copy Products from Opportunity to Quotation

The system may offer you the previously discussed/requested products of the opportunity. Choose the products you want to copy. The system automatically creates an item for the quotation.

The system automatically creates the respective quotation and takes over the product(s) you selected from the opportunity.

The Sold To and Address information is automatically filled. The Status is Open and Incomplete Status is Incomplete. The Pricing Date is today. The net value is automatically filled in the Item and (ERP) Quotation assignment block.

In the Parties Involved assignment block, Sold To, Ship To, Payer and Bill To are

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Test Step #



automatically filled.

11 Enter Payer if required

The system may offer you several business partners that are created as payers or ship-to-parties for the opportunity’s business partner. Choose one payer and one ship-to-party.

12 Enter Valid To Date

Enter a Valid to date.


The opportunity has been further processed. New activities within sales stage 3 have been generated and distributed to the responsible employees. You also have created a quotation based on the data from the opportunity.

4.2.4Sales Stage 4: Decision

PurposeUse this procedure to change the opportunity with data collected in sales stage 4, for example, to extend the opportunity with feedback from the previous phases. You may also work on a verbal agreement to sign the deal.




1 Search for In the navigation bar, choose The system displays the Result

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Test Step #



Opportunity Sales Cycle → Search → Opportunities.

Choose Search.

List.




3 Change Sales Stage

Choose Edit in the assignment block Opportunity Details and make the required entry.

Sales Stage: Decision The Chance of Success changes to 80%.

4 Save Choose Save. The system saves the opportunity.


Choose More Sales Assistant. The Sales Assistant page opens and suggests certain activities that should be considered during the current phase.


Activate the suitable recommended activities. To do this, highlight it and choose Activate.

Activate at least the recommended activity Secure Verbal Agreement. To do so, highlight it and choose Activate.

The system activates the recommended activity you selected.


New activities for the current sales stage 4 have been generated and distributed to the responsible employees.

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4.2.5Sales Stage 5: Close

PurposeUse this procedure to close the opportunity with data collected in sales stage 5. In this phase you negotiate the conditions for the sales order as well as analyze reasons for success or failure.






Choose Search.

Search Result view is displayed.




3 Change Sales Stage

Choose Edit in the assignment block Opportunity Details and add the sales stage.

Sales Stage: Close The Chance of Success changes to 100%.

4 Save Choose Save. The system saves the opportunity.


Choose More Sales Assistant. Depending on the phase of the opportunity, the sales assistant suggests certain activities that should be considered during this phase. Here you will find the recommended activities for the current phase.

The Sales Assistant page opens and suggests certain activities that should be considered during this phase.

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Test Step #




Activate at least the recommended activity Analyze Reasons for Success or Failure. To do so, highlight it and choose Activate.

The system activates the recommended activity you selected.

7 Go Back Choose Back. You return to the opportunity.

8 Change the Opportunity Status

After completing the activity Analyze Reasons for Success or Failure, edit the Opportunity Details assignment block and adjust the status.

In the Opportunity Details assignment block, choose Edit and make the required entries.

Status: Won or Lost Won: The Chance of Success remains at 100%.

Lost: The Chance of Success changes to 0%.

9 Save Choose Save. The opportunity has been closed. You performed the necessary activities for the last sales stage and changed the status. Depending on the selected status, the system provides different reasons to further specify the chosen status.

The process to create a Sales Order from a Quotation is described in the following Test Scripts:

For the integrated deployment option, see Integrated ERP Order and Quotation Management (C64). For the standalone deployment option, see CRM Order and Quotation Management (CRM Standalone) (C78).

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5 Appendix

5.1 Process ChainsThis appendix is merely for internal reference. Delete before handover to customer unless relevant for e.g. A2O reasons.

The process to be tested in this test script is part of a chain of integrated processes.

5.1.1 Preceding ProcessesYou may first have completed the following business processes and conditions before you start with the test steps:

Process Business Condition

Lead Management (C30) Opportunities created as a result of process C30 – Lead Management can be used for further processing.

Activity Management (C65) Activity created as part of process C65 – Activity Management is to be used to create a follow-up opportunity in process C63 – Opportunity Management.

5.1.2 Succeeding ProcessesAfter completing the activities in this test script, you can continue testing the following business processes:


Integrated ERP Order and Quotation Management (C64) A quotation created as part of process C63 – Opportunity Management, can be used for further processing in the C64 – Integrated ERP Order and Quotation Management

CRM Order and Quotation Management (CRM Standalone) (C78) A quotation created as part of process C63 – Opportunity Management, can be used for further processing in the C78 – CRM Order and Quotation Management (CRM Standalone).

SAP Customer financial Fact Sheet for iPad (M44) An opportunity created and qualified as part of process C63 – Opportunity Management can be used for further processing in M44 – SAP Customer

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