cr100.pdf

8/14/2019 CR100.pdf

http://slidepdf.com/reader/full/cr100pdf 1/453

© SAP AG2004

© SAP AG 2006

SAP ERP Central Component, SAP CRM 5.0

2006/Q2

Material number: 50078977

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG2004

Some software products marketed by SAP AG and its distributors contain proprietary software

components of other software vendors.

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400,

OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere,

Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the

United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are

trademarks or registered trademarks of Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide

Web Consortium, Massachusetts Institute of Technology.

Java is a registered trademark of Sun Microsystems, Inc.

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology

invented and implemented by Netscape.

MaxDB is a trademark of MySQL AB, Sweden.

SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and

services mentioned herein as well as their respective logos are trademarks or registered trademarks

of SAP AG in Germany and in several other countries all over the world. All other product and

service names mentioned are the trademarks of their respective companies. Data contained in this

document serves informational purposes only. National product specifications

may vary. The information in this document is proprietary to SAP. No part of this document may be

reproduced, copied, or transmitted in any form or for any purpose without the express prior written

permission of SAP AG.

8/14/2019 CR100.pdf


This document is a preliminary version and not subject to your license agreement or any other

agreement with SAP. This document contains only intended strategies, developments, and

functionalities of the SAP® product and is not intended to be binding upon SAP to any particular

course of business, product strategy, and/or development. Please note that this document is subject

to change and may be changed by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the

accuracy or completeness of the information, text, graphics, links, or other items contained within

this material. This document is provided without a warranty of any kind, either express or implied,including but not limited to the implied warranties of merchantability, fitness for a particular

purpose, or non-infringement.

SAP shall have no liability for damages of any kind including without limitation direct, special,

indirect, or consequential damages that may result from the use

of these materials. This limitation shall not apply in cases of intent or gross negligence.

The statutory liability for personal injury and defective products is not affected. SAP has no control

over the information that you may access through the use

of hot links contained in these materials and does not endorse your use of third-party Web pages nor

provide any warranty whatsoever relating to third-party Web pages.

8/14/2019 CR100.pdf


© SAP AG2004

The SAP CRM three-day course presents the key areas of the mySAP CRM application. These

include, for example, the key functions Marketing and Sales and Service and also the contact

channels Interaction Center, Field Applications, E-Commerce and Channel Management.

You must have a license to call up a learning map. License costs are payable for each authorized user

and each learning map (application/release). You will find more information and a comprehensive

range of offers on the SAP Service Marketplace at http://service.sap.com/okp.

8/14/2019 CR100.pdf


© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG2004

In this course, neither key functions nor contact channels are dealt with in detail. The course focusses

more on themes of a “generic” nature (for example, master data and general concepts of transaction

processing).

The following courses, among others, can provide you with more in-depth knowledge:

CR300 – CRM Sales

CR310 – Mobile Application Studio

CR400 – CRM Interaction Center Win Client

CR410 – CRM Interaction Center Web Client

CR500 – CRM Middleware

CR600 – CRM Marketing

CR700 – CRM Service

CR800 – CRM E-Commerce

CR900 – Analytical CRM

8/14/2019 CR100.pdf


© SAP AG CR100 1-1

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 1-2

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 1-3

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 1-4

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 1-5

© SAP AG2004

Today’s complex customer problems require a deployable customer relationship management

(CRM) application that can directly address specific challenges regardless of where or when they

occur in the cycle of interacting with, selling to and servicing an organization’s customers.

mySAP CRM combines extensive functional capabilities in the core areas of marketing, sales and

service with award-winning analytics that are directly built in to the primary interaction channels

used by organizations when interacting with their customers.

All this functionality enables the closed-loop interaction cycle underlying mySAP CRM’s unique

value propositions.

mySAP CRM is built on an open, reliable, secure, and scalable technology platform.

The comprehensive range of services offered by SAP help to ensure quick implementation of

mySAP CRM and support the ongoing optimization of the application environment.

8/14/2019 CR100.pdf


© SAP AG CR100 1-6

© SAP AG2004

mySAP Customer Relationship Management (mySAP CRM) is a part of the mySAP Business Suite

and contains a central CRM server which can access the system by means of various channels.

Additionally, the CRM server can connect to other systems. The following functions are supported in

mySAP CRM:

Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-

mail to contact sales or service representatives.

Internet access: Users can configure and order products or services using the Internet components

of mySAP CRM.

Mobile clients and handheld devices: The mobile sales force or mobile service engineers can

connect to the SAP CRM system from their laptop computers or other mobile terminals to

exchange the latest information with the central CRM server.

The mySAP CRM application offers you the following fully integrated connections:

The SAP CRM System as a central CRM server with its application components

SAP ERP Central Component as a back-end system with proven ERP functions

BI functions of SAP NetWeaver with comprehensive statistical and analysis capabilities

The SAP system as a global Available-to-Promise (ATP) check and demand planning solution

The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems

8/14/2019 CR100.pdf


© SAP AG CR100 1-7

© SAP AG2004

Data is exchanged between the CRM system and a connected ERP system (SAP R/3 Release 3.1I

and higher) mainly by means of the CRM middleware. A plug-in installed on the ERP system acts as

a counterpart to the R/3 adapter, supporting the data communication between the two systems. The

data exchange includes an initial transfer of customizing data, master data and transaction data to the

CRM system, as well as delta data in both directions.

You will find more information on SAP R/3 plug-ins on the Service Marketplace:

http://service.sap.com/r3-plug-in. Note in particular that there are dependencies on the ERP system.

SAP ECC 6.00 and later releases will contain all the required interfaces for the technical integration

with other SAP components that have been components of the SAP R/3 plug-ins up to now.

8/14/2019 CR100.pdf


© SAP AG CR100 1-8

© SAP AG2004

A portal enables personalized access to appropriate information – transactional, analytical and Web

content from various sources – for specific purposes. Portals help to procure information. The

information is often scattered in various formats in various filing systems, such as file servers, Web

servers and databases. The task of the portal is to provide this information specifically to the user at a

single source.

The relevant information and applications are consolidated for the users by content editors and portal

administrators.

For users, portals have advantages because the cumbersome search for information and applications

is no longer necessary.

The portal server creates the HTML pages from the various sources. Content metadata and user data

is stored in the persistence layer. Other components of the SAP Enterprise Portal enable single sign-

on (based on the Lightweight Directory Access Protocol (LDAP) for user management) and session

management for locking and unlocking data.

The unification server and the unifiers provide information from the various back-end systems on

how to relate one set of data to another (drag and relate functionality).

The processing and supplying of unstructured information takes place through the Knowledge

Management component of the portal.

8/14/2019 CR100.pdf


© SAP AG CR100 1-9

© SAP AG2004

The screenshot shows

The , highlighted (it is defined in Customizing that the central search is located in

the header area of the portal desktop so that it is always visible and accessible, no matter which

application of the People-Centric UI you are currently in).

The view of a standard opportunity in the People-Centric User Interface (PC UI).

Along with the detail view there is also a view and a

Using function key F11 you can maximize the browser window.

8/14/2019 CR100.pdf


© SAP AG CR100 1-10

© SAP AG2004

The screenshot shows the typical User Interface (UI) of a transaction in the “Sales” area.

Because some transaction types do not contain items (for example, activities), the screen does not

display an item list or item details section when you are using these transactions.

8/14/2019 CR100.pdf


© SAP AG CR100 1-11

© SAP AG2004

The screen shot shows a standard sales transaction.

The application log displays information (green circle), warning (yellow triangle) and error (red

square) messages. In an SAP CRM system it is possible to save a business transaction although it is

erroneous. It is possible to group additional customer-specific messages in the application log. Take

a look at the IMG documentation to

find out more about it.

Settings offer several more options, for example, flags to enable “Open Transaction Last Processed”

and to display a “Save and New” button.

8/14/2019 CR100.pdf


© SAP AG CR100 1-12

© SAP AG2004

The Locator includes various functions that are used to find transactions, tasks and appointments.

Within the worklist, you can find transactions belonging to you, your department, and your group.

With , you can search for different documents using various search criteria, such as transaction

type or transaction types with a specific sold-to party. It is also possible to perform follow-up

transaction processing and, for example, to create a follow-up quotation from an opportunity. It is

also possible to create a follow-up transaction from multiple similar transactions.

Within the tab, you can display either appointments or tasks to do.

The values in the pull-down list are dependent on the application you are using.

8/14/2019 CR100.pdf


© SAP AG CR100 1-13

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 1-14

8/14/2019 CR100.pdf


© SAP AG CR100 1-15

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

• Logon to the CRM system

• Change user settings for the business partner maintenance

• Change user settings for the transaction maintenance

You want to familiarize yourself with two different transactions and with

the user default settings relating to them.

To do this, you start the business partner and transaction maintenence in

the SAP CRM system

1-1 Logging on to the CRM system.

1-1-1 Log on to the SAP CRM system with a prepared user name and the corresponding

password.

The instructor will provide you with logon data.

1-2 Default settings for the transaction for maintaining business partners.

1-2-1 Start the transaction for maintaining business partners and change a number of the

default settings for this transaction for your user, so that

- the type of maintenance for the business partner is set to the

- the type of maintenance for the relationships is set to - the display of the locator is set to

1-2-2 Open the business partner with the last name and switch to the change

mode, if necessary.

1-2-3 Leave the transaction and start it again.

Have your default changes been included?

8/14/2019 CR100.pdf


© SAP AG CR100 1-16

1-3 Default settings for the transaction for maintaining activities/transactions.

1-3-1 Start the transaction for maintaining activities and change a number of the default

settings for this transaction for your user, so that

- the display type for the locator is set to

- a button is set to the business transaction type (sales call). This enables you to

quickly create an activity of the type Sales Call.



1-3-3 With the help of the locator you select all the transactions created by the business

partner TRAINING.

8/14/2019 CR100.pdf


© SAP AG CR100 1-17

In the various exercises in this course, data is created which you will be requiring again throughout

the course.

You can use this sheet to make a separate note of the data in the exercises that is indicated by

.

Business Partners Customer

Business Partners Contact person

Business Partners Employee

Organizational Model Organizational unit ID O

Organizational Model Determination rule

Product Master Product

Transaction Processing Quotation

8/14/2019 CR100.pdf


© SAP AG CR100 1-18

8/14/2019 CR100.pdf


© SAP AG CR100 1-19

1-1 Logging on to the CRM system.

1-1-1 Log on to the SAP CRM system with a prepared user name and the

corresponding password.

The instructor will provide you with logon data.

1-2 Default settings for the transaction for maintaining business partners.

1-2-1 Start the transaction for maintaining business partners and change a number of the

default settings for this transaction for your user, so that

- the type of maintenance for the business partner is set to the

- the type of maintenance for the relationships is set to

- the display of the locator is set to

Choose

Choose or alternatively the icon

Make the settings as indicated in the exercise.

1-2-2 Open the business partner with the last name and switch to the change

mode, if necessary.

Choose alternatively the

Use the search help

Name1/Last Name:

Choose .

Choose

Choose .

If the data displayed is not ready for input (fields grayed out), switch to the

change mode by choosing or alternatively

the icon.

8/14/2019 CR100.pdf


© SAP AG CR100 1-20



Choose or alternatively the icon

Choose

, the default settings have been included after the transaction is restarted.

The locator is displayed as Min. Loc and the business partner can be changed.

1-3 Default settings for the transaction for maintaining activities/transactions.

1-3-1 Start the transaction for maintaining activities and change a number of the default

settings for this transaction for your user, so that

- the display type for the locator is set to

- a button is set to the business transaction type (sales call).

Choose

Choose or alternatively

Change the display type of the locator on the tab page and give button 1 the

value on the tab page.



, the default settings have been included after the transaction is restarted. Thelocator is displayed as Min. Loc and you see the button.

1-3-3 With the help of the locator you select all the transactions created by the business

partner TRAINING.

In the locator, you select the tab page.

Find:

By:

Created by:

Choose

A list of entries is generated corresponding to the search criteria.

8/14/2019 CR100.pdf


© SAP AG CR100 2-1

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 2-2

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 2-3

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 2-4

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 2-5

© SAP AG2004

Business partner data is used in many business transactions. The system proposes business partner

master data in the appropriate fields when, for example, you create a sales order in mySAP CRM. A

business partner can be created in the CRM enterprise from many sources, as shown in the figure:

Internet Self-Registration: With the E-Commerce function, a consumer can register himself. The

business partner is created automatically in CRM Enterprise.

CRM Mobile Client: With the Field Application function, a sales representative can create or

change the business partner data. When the sales representative synchronizes the laptop computer

with CRM Enterprise, the data is transferred.

mySAP CRM Interaction Center: With either the IC Win Client or the IC Webclient, an agent can

create or change the account information. This data is transferred to CRM Enterprise.

Business Partner maintenance in SAP CRM: The user can create or change the business partner

directly in CRM by means of a transaction.

SAP NetWeaver BI (Leads): This allows you to import lists into SAP NetWeaver BI that you can

then transfer into the CRM system using the Segment Builder.

External List Management (Marketing): This scenario requires that addresses rented from address

providers be deleted from the system after a certain number of contacts or after a certain period if

no positive reaction is elicited from the business partner. A positive reaction can be defined as a

positive inbound contact. The number of permitted contacts or the period in which the addresses

can be used is defined in the contract conditions of the address provider. The logging of all

interactions in External List Management with the rented business partners makes it possible for

all participants to view at any time whether an address can be added to the customer master data of

the company or whether it must be deleted because the agreed period has elapsed (or because the

maximum number of contacts have been made).

8/14/2019 CR100.pdf


© SAP AG CR100 2-6

© SAP AG2004

The allows the standardized maintenance of business partners across

components.

Application-neutral data, such as name, address, bank details, and payment cards, is mapped. Here

the particular requirements for mapping organizations, groups and persons are taken into

consideration.

The business partner model in the CRM system differs from that of the ERP backend system

(customer).

8/14/2019 CR100.pdf


© SAP AG CR100 2-7

© SAP AG2004

A can be a person, a group of people, or an organization, representing a business

interest.

A business partner is specified as a (for example, a private person), group or organization

(legal person or part of a legal person, for example, department) by means of the

.

A specifies a shared living arrangement, a married couple, or an executive board.

When a group is created, the corresponding partner group type must be entered.

The represents units such as a company, a division of a company, a club, or an

association.

In addition to a legal person, parts of a legal person can be mapped as a business partner.

acts as an umbrella term to depict all conceivable occurrences in daily business

activities. In this way, a subsidiary or a purchasing department represents only parts of a legal

person.

The business partner category must be defined when creating a new business partner and it

.

8/14/2019 CR100.pdf


© SAP AG CR100 2-8

© SAP AG2004

A classifies business partners according to user-defined criteria. The

Customizing transaction appears as follows:

Definition of number ranges for business partners

Definition of groupings for business partners and assignment of number ranges

When creating a business partner, internal number assignment is the default. Alternatively if you

want to use external number assignment, you must choose the relevant grouping and enter the

external number.

You can define standard groupings in Customizing. This means that a grouping is automatically

selected if a business partner is created without entering a business partner number or grouping (with

internal number assignment) or if a partner number but no grouping is entered (with external number

assignment).

Path in Customizing: → →

→ → →

8/14/2019 CR100.pdf


© SAP AG CR100 2-9

© SAP AG2004

A business partner can come into contact with an enterprise in various situations. Depending on

which business processes the business partner is involved in, completely different information about

the business partner may be needed. For example, for the goods delivery transaction, information

about the shipping and delivery conditions is required; for the sales order transaction, delivery dates

and payment conditions are relevant.

You can create more than one business partner role for a business partner. General information such

as name, address, and bank details, only has to be entered once.

All applications or industry business solutions using the SAP Business Partner function provide

special business partner roles.

Each partner role contains various data sets:

General data

CRM-specific data

Relationships

8/14/2019 CR100.pdf


© SAP AG CR100 2-10

© SAP AG2004

as building blocks for defining business partner roles in the business

processes of your enterprise.

The following data sets are available in SAP CRM:

General data: address, personal data, bank details

CRM-specific data: sales, shipping, billing, classification, hours and excluded partner functions

Relationships

Attributes frequently used together are grouped in set types. For example, the set type “shipping”

contains attributes such as shipping conditions and delivery priority.

Business processes that refer to a business partner require different parts of the business partner data.

You can maintain different sets depending on the partner role.

8/14/2019 CR100.pdf


© SAP AG CR100 2-11

© SAP AG2004

*BAdI = Business Add-In

SAP Business Address Services (BAS) is used for maintaining BP address data.

You can maintain any number of addresses for each business partner. One address per business

partner is always flagged as being the standard address. You can define address usages by assigning

the different addresses to the relevant business processes.

Postal data and information on different communication types, such as phone numbers, fax numbers

and e-mail, can be assigned to the address.

If you have only the name and the (mobile) phone number of a business partner but you don’t know

the address, you can create a BP with this address-independent communication data.

A postal validation for the postal code, the city and the street can be carried out by checking against

the SAP Regional Structure. You can also use external software for postal validation, checks for

duplicates, and error-tolerant searches. (For more information, please see SAP Note 176559.) The

following are examples of possible checks:

Postal codes, cities and streets, and combinations of all of them are checked for consistency.

During the check, missing elements are added. For example, if you enter only the city, the postal

code is added.

When you create and change a business partner, several phonetically similar, existing BPs are

proposed for comparison purposes. This prevents you from creating the same partner more than

once.

8/14/2019 CR100.pdf


© SAP AG CR100 2-12

© SAP AG2004

A forms a business-relevant connection between two business

partners.

To show that two business partners have a particular relationship to one another, we assign them a

.

By entering a start and end date, a business partner relationship can be given a time limit. In this

way, you can, for example, obtain an overview of those periods during which a particular company

operated as a shareholder of an organization.

Existing relationships can be extended by adding attributes and new relationship categories via the

Business Data Toolset (BDT).

For this, you use the BP Relationships task level menu, which you access with

transaction /nBUMR.

8/14/2019 CR100.pdf


© SAP AG CR100 2-13

© SAP AG2004

describe the business-relevant relationship between

business partners.

The relationship category describes the properties of a relationship and characterizes it with

attributes.

There is a difference between a one-way business partner relationship category and an undirected

business partner relationship category. In a one-way relationship category, the relationship extends

from one partner to another, but not vice versa (for example, “is employee of”). An example of an

undirected relationship is “is married to”.

With the business partner relationship category, you determine whether only one relationship of this

category can be created (for example, “is married to”), or whether several relationships of this

category can be created at the same time (for example, “is contact person of”).

The business partner relationship categories available depend on the business partner category in

question. When a relationship is created, the system can check whether a business partner was

created in a particular role (role dependency of a relationship category).

8/14/2019 CR100.pdf


© SAP AG CR100 2-14

© SAP AG2004

You have defined a business partner template in Customizing. The details for this are covered on the

next slide.

You assign the predefined business partner template to a business partner on the tab page.

The sales area data contained in the template are assigned to the business partner.

8/14/2019 CR100.pdf


© SAP AG CR100 2-15

© SAP AG2004

In the first step, you define the required mini-template and enter the corresponding data. These mini-

templates are sales area-independent and cannot themselves be used for the assignment of sales area-

dependent data.

In the second step, you combine the sales area-dependent mini-templates (without data) with the

sales area-independent mini-templates (with data).

You choose , select the application object BUPA and a mini-template type (sales

area-dependent) and enter a mini-template ID. Next you choose and enter the required sales

data (sales organization, distribution channel and division). In the next dialog box, you choose

and enter a sales area (you repeat this step as often as necessary). In order to then assign the

data, you enter the corresponding sales area-independent mini-template.

After you have created the required mini-templates for your data sets, you assign the mini-templates

to templates. You can now assign the templates on the tab page of the business partner

maintenance to a business partner.

The template type CRM_SALES is contained in the standard CRM system. The entry in the

field specifies whether the corresponding template type on the tab page of

the business partner maintenance is available for the selection of templates. A template type can only

be selected there when the field is active. You can only change the setting

for the field when all the assigned mini-template types have this setting.

8/14/2019 CR100.pdf


© SAP AG CR100 2-16

© SAP AG2004

Business partner group hierarchies consist of hierarchy nodes.

Business partner master records are subsequently assigned to the hierarchy nodes.

Group hierarchies can be transferred to the mobile clients.

Group hierarchies originally maintained in CRM Enterprise cannot be transferred to the ERP system.

Customer hierarchies from the ERP system can be loaded into SAP CRM, but the changes that can

be made to them there are restricted. You can process hierarchies from the ERP system by assigning

business partners to the nodes. These business partners are only used in processes in SAP CRM. This

data is not transferred to the ERP system.

Three preconditions for transferring a customer hierarchy from the ERP backend

Initial data exchange: object DNL_CUST_THIT

Mapping the SAP ERP customer hierarchy type onto the CRM business partner group hierarchy

type.

Downloading the SAP R/3 table KNVH (customer hierarchies) into SAP CRM. Initial data

exchange: object DNL_BUPA_KNVH.

If this download is active, no business partner group hierarchies of the type pricing can be created

within CRM enterprise.

8/14/2019 CR100.pdf


© SAP AG CR100 2-17

© SAP AG2004

Conditions and price agreements areassigned to hierarchy nodes.

Conditions and price agreements apply for

all business partners who are assigned tothe subordinate hierarchy nodes,

dependent on the Customizing settings forpricing.

Business partners are grouped together in

a hierarchy for statistical and analysis

purposes.

You can create group hierarchies of different categories, for example, a group hierarchy of the

category pricing or statistics.

A business partner can be assigned to several hierarchies of different categories.

The business partner group hierarchy, including its different hierarchy levels and nodes, is sales area-

independent.

In a business partner group hierarchy of the category “pricing”, you can store sales area-independent

information on every hierarchy level.

The business partner group hierarchy allows you to group business partners in a multi-level group

hierarchy.

A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from

business partner to hierarchy node.

8/14/2019 CR100.pdf


© SAP AG CR100 2-18

© SAP AG2004

There are contrasting data models within SAP R/3 / ECC and SAP CRM: The business partner

concept in CRM is more flexible than the customer master in SAP R/3 / ECC. The ERP system and

SAP CRM also incorporate different independent concepts for the number range assignment, the

data display and the data usage.

For this reason, you cannot use the business partner role and business partner grouping for mapping

to account groups. To map to account groups, you use the classification.

SAP R/3 / ECC and SAP CRM also have two different concepts for the use of business partners in

business processes (for example, in an order). In the ERP system you can only use a customer with

the correct account group (for example, sold-to party). In SAP CRM, you can use any business

partner for a specific purpose regardless of its role. The only precondition is that you have

maintained the necessary data (for example, a business partner can only be used as a sold-to party

when pricing data is maintained).

8/14/2019 CR100.pdf


© SAP AG CR100 2-19

© SAP AG2004

A mapping structure exists between business partners in SAP CRM and ERP customers

(in both directions). In the ERP system you can see this mapping using transaction / nPIDE.

You should create your own account group for the data transfer from SAP CRM to

SAP R/3 / ECC.

The indicator is sometimes used. Business partners with the classification

are distributed to the ERP system, irrespective of their other classifications.

You cannot define your own classifications.

With SAP CRM 4.0, in the CRM business partner you can maintain the field and

overwrite the mapping of transaction PIDE.

In SAP CRM, the roles sold-to party, ship-to party, bill-to party and payer are assigned to the

classification and the customer is assigned to exactly one account group.

8/14/2019 CR100.pdf


© SAP AG CR100 2-20

© SAP AG2004

Objective: you want to have identical numbers for the business partners in both systems

The internal number range within SAP CRM corresponds to an external number assignment in the

ERP system. Thus a business partner is given the same number in both systems. Generally speaking,

an active ERP system already exists and the number ranges in SAP ERP are already defined. If an

internal number assignment is desired in the ERP system, no further number ranges are necessary. If

external number assignment occurs in the ERP system as well, this number range must be

maintained.

You define the number ranges in the ERP system and assign them to account groups in the

Implementation Guide (IMG) as follows:

→ → → →

.

You define the number ranges in SAP CRM in the IMG as follows:

→ → →

→ → .

For the data exchange to be successful, you must ensure that the field control (mandatory fields)

between the CRM system and the ERP system matches.

8/14/2019 CR100.pdf


© SAP AG CR100 2-21

© SAP AG2004

Include additional attributes in roles and relationship categories

Create additional roles

Create new relationship categories

New fields can be added to existing screens

Screen sequences can be extended with new screens

SAP applications

Development partners

Customers

You can extend business partner relationships by defining screen layout and screen sequences in

control tables. You can also use defined interfaces to install program logic.

You can make the following release-independent enhancements without modifying the software:

Enhance an existing business partner relationship category with user-defined attributes.

To do this, you implement the necessary program logic with defined interfaces.

Enhance business partner relationships with user-defined relationship categories.

To do this, you make the necessary entries in the control tables.

8/14/2019 CR100.pdf


© SAP AG CR100 2-22

© SAP AG2004

With the (VCT), you can change the screens and screen sequences

supplied by SAP in Customizing by dragging and dropping. Like all Customizing activities, these

changes are linked to transports. Changes made by customers are not affected by release updates; in

other words, customer changes will not be overwritten by SAP when a new release is installed.

A selection of business partner (BP) roles is given in the Implementation Guide (IMG). You can

configure each individual business partner role.

You can use the Visual Configuration Tool (VCT) to

Change the layout of screens, for example, to group together several screens

Change the sequence of the screens

Change the screen title

Change the frame title

The original SAP configuration remains in the system and can be re-activated at any time.

8/14/2019 CR100.pdf


© SAP AG CR100 2-23

© SAP AG2004

Easy Enhancement Workbench (EEW)

Key features of the Easy Enhancement Workbench include the following:

- Wizard for adding new fields and new tables to business partner master data

- No required detailed knowledge of the development environment and data model

- Wizards for the extension process

- Instructions that describe the objects that can be enhanced and the enhancement process. SAP

Note 484597 describes where to find the instructions.

8/14/2019 CR100.pdf


© SAP AG CR100 2-24

© SAP AG2004

The Easy Enhancement Workbench is a development environment with wizards, with which you can

easily extend certain standard SAP business objects with user-defined data fields and tables.

Customer objects, such as database tables and screens, are created by a generator, and all customer

exits are implemented. This functions system-wide, that is, when extending a CRM system you can

also perform extensions in the connected SAP ERP system.

Some examples of the functions in the Easy Enhancement Workbench:

DDIC extensions

- Application table

- Data elements and domains

- Check table for fields

- Search help

Interface (SAP GUI): screens, function modules, entries in BDT control tables

APIs for reading, changing, deleting

To access the Easy Enhancement Workbench, use transaction code . To enter settings for

the Easy Enhancement Workbench, use transaction code .

8/14/2019 CR100.pdf


© SAP AG CR100 2-25

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 2-26

8/14/2019 CR100.pdf


© SAP AG CR100 2-27


• Explain the concept of business partners in the SAP CRM system

• Create business partners and relationships between business partners

You want to maintain business partners and business partner relationships

for your trade fair business. You familiarize yourself with the basic

properties of CRM business partners.

You also consider the integration with your ERP system and investigate

the data exchange between SAP CRM and SAP ERP.

1-1 One of your trade fair contacts wants to place an order in a few days. Add a new

business partner with category and role to CRM.

1-1-1 Create a new business partner in the role . The business

partner number is automatically created by the system. Therefore, you leave

the fields and empty.1-1-2 Enter the following information in the appropriate fields:

( ).

Address

Name

Street / House number

Postal Code

City

Country

Transportation zone

Language

Maintain the tax classification ( tab). Choose country , tax type

and tax group

Maintain .

Select the sales area, and

The field Division can be left empty.

...

8/14/2019 CR100.pdf


© SAP AG CR100 2-28

…

Enter shipping information.

Shipping Own data (checkbox)

Incoterms

Delivery Priority Shipping Conditions

Enter billing information

Billing Own data (checkbox)

Cust. Pricing Procedure

Currency

Terms of Payment

Price Group (Cust)

Price List Type

Save the business partner.

Number of business partner:

__________________

1-1-3 Check that the business partner has been uploaded to SAP ERP.

First try this logging on to the SAP ERP system. What are your

options for checking whether the transfer was successful in the SAP

CRM system?

Log on to the SAP ERP system and display the customer ##Stockmann AG.

1-1-4 Stockmann has informed you that they have an additional address for the

. Enter the following address in the role in the

SAP CRM system.

Address

Street / House number

City

Country

Postal Code

Transportation zone

Language

Save your data.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 2-30

8/14/2019 CR100.pdf


© SAP AG CR100 2-31


• Add your own role to the business partner

• Add your own view to the business partner

You want to familiarize yourself with the extensibility concept of

the business partner and create a new role and a new view.

You make changes to the field groupings (mandatory field

control) and the screen configuration.

2-1 Create a new business partner role and change the field control for it.

2-1-1 In Customizing, create the business partner role with the title and

description ## . Assign the BP role type BUP001 and the BP

view BUP001.

2-1-2 Change the field attributes of the role ## .

Make a new entry.

Choose field group 54, , from the data set

and select .

Choose field group 19, , from the data set and select

.

Choose field group 64, , from the data set and

select .

2-1-3 Start the transaction for maintaining business partners and create a person in

the role ## in order to check the settings made in

Customizing.

8/14/2019 CR100.pdf


© SAP AG CR100 2-32

2-2 Create a new business partner view and an additional business partner role and

change the data sets assigned to them and the screen sequence control.

2-2-1 Use the BDT task level menu (transaction ) to share, that is copy, the

existing ( ) with all the dependent entries.

Call the new view .

Remove from the new view the data sets and .2-2-2 In CRM Customizing, create another business partner role

( ).

Assign to this the BP role type BUP001 and the BP view ZCP##.

2-2-3 You make changes in the screen configuration for the new view you

have created.

Rename the tab in .

Change the sequence of the tabs.

Move the entire standard address from the tab to the tab.



Customizing.

8/14/2019 CR100.pdf


© SAP AG CR100 2-33

1-1 One of your trade fair contacts wants to place an order in a few days. Add a new

business partner with category and role to CRM.

(## = group number)

1-1-1 Create a new business partner in the role . The business

partner number is automatically created by the system. Therefore, you leave

the fields and empty.

Click and select the role .

1-1-2 Enter ## in the field and enter the other information

in the relevant tab pages (you can access the area for the sales area data by

using the button).

After you have entered all the data, choose .

1-1-3 Check that the business partner has been uploaded to SAP ERP.

First try this without logging on to the SAP ERP system. What are your

options for checking whether the transfer was successful in the SAPCRM system?

Option 1:

When you enter the number of the customer ##Stockmann AG in the

business partner field, after the number is confirmed the system should

display a corresponding R/3 customer number.

Option 2:

When you open the business partner ##Stockmann AG again, you should

find the corresponding R/3 customer number in the on the

tab in the area.

Log on to the SAP ERP system and display the customer ##Stockmann AG.

…

8/14/2019 CR100.pdf


© SAP AG CR100 2-34

…

Enter the CRM Business Partner number and the following sales area data:

1-1-4 Stockmann has informed you that they have an additional address for

shipping the goods. Enter the following address in the role in

the SAP CRM system.

Choose the role .

Go to the tab. Click the ( ) icon and enter the

new address.

In the area, choose and click on the

( ) icon. Assign the address you just entered.

Save your data.

8/14/2019 CR100.pdf


© SAP AG CR100 2-35

1-2 Your sold-to party, ## , has a relationship with a contact person in

the Purchasing department. Enter this contact person in the SAP CRM system,

followed by the relationship.

1-2-1 Enter the person with the role and fill

all mandatory fields.

In the transaction, choose and then the role . Fill all the mandatory fields and enter all the other data.

Save the contact person and make a note of the number.

____________

1-2-2 Create a business partner relationship with category

and assign the sold-to party .

Select .

Relationship category:

Relationship to BP: Choose .

Describe the relationship more precisely.

Michael ##Contact is the head of the Purchasing department. Assign the

standard address to the customer and restrict the relationship to the sales

area IDES CRM Training Company / Final customer sales for the partner

function Contact Person (CRM).

General Data tab:

Department:

Function:

Choose and then the first of the two addresses.

Usage tab:

Sales Organization:

Distribution Channel:

Partner function:

Choose ENTER and save the business partner.

Then check whether the business partner ##Stockmann AG has acorresponding relationship with Michael ##Contact.

Select the relationship you just created and use ( )

to navigate to the business partner ##Stockmann AG.

In the relationships, you will find the entry .

Has the contact person relationship also been created in the ERP system?

, the ERP customer now also contains the contact person Michael

##Contact (General Data, Sales Area Data → Partner Roles).

8/14/2019 CR100.pdf


© SAP AG CR100 2-36

1-3 Create another business partner of type .

1-3-1 Enter in the system as a business partner with the role

.

Within the Maintain Business Partner transaction, select and choose

the role .

1-3-2 Fill all mandatory fields and enter your user name (the name with which youlogged on to the system) in the field on the tab page.

Enter your user name on the tab page.

Confirm the information message. It tells you that the user name was

assigned to another employee up to this point.

Save the employee

1-4 Comprehension questions about data exchange of CRM partners and SAP ERP

customers.1-4-1 What classification does the business partner ##Stockmann AG have?

If, for example, you choose the role in the

drop-down menu, you can find out that your business partner is classified as

a on the tab page in business partner

maintenance.

1-4-2 To which SAP ERP account group was the classification used for the

business partner in the previous question mapped?

Enter transaction / in the command field in SAP ERP. Choose the

dialog structure andsee which account group was transferred for the customer.

Account group .

1-4-3 Check whether your SAP ERP customer that was uploaded to SAP ERP

from CRM has been created in this account group.

You can find out which account group the sold-to party ##Stockmann AG

has in SAP ERP (transaction VD03) by looking in the menu under

. The account group should be the same as the one in

the previous exercise section.

In the CRM system on the tab, you should see the accountgroup from SAP ERP.

1-4-4 Under which prerequisites is a CRM business partner downloaded into the

corresponding SAP ERP system?

A CRM business partner is usually only transferred if it has been classifiedor if a suitable value is entered in the Account Group field.

Additionally, the number ranges and field groupings in the systems must

correspond with one another.

8/14/2019 CR100.pdf


© SAP AG CR100 2-37

1-4-5 Which settings do you have to make to ensure that a business partner

created in CRM is assigned the same number in SAP ERP?

In CRM, a standard internal number range must be maintained and a

corresponding grouping must be selected. In SAP ERP, there must be an

external number range identical to the internal CRM number range. The

number ranges can be maintained in the respective systems in Customizing.

8/14/2019 CR100.pdf


© SAP AG CR100 2-38

8/14/2019 CR100.pdf


© SAP AG CR100 2-39

2-1 Create a new business partner role and change the field control for it.

2-1-1 In Customizing, create the business partner role with the title and

description ## . Assign the BP role type BUP001 and the BP

view BUP001.

Choose .

Choose .

BP role:

Title:

Description:

BP Role Cat.:

BP View:

Save your entries.

2-1-2 Change the field attributes of the role ## .

Choose .

BP role: Choose ENTER.

on the new row to go to the new .

Choose , from the data set

and select .

Choose , from the data set and

select .

Choose , from the data set and select .

Save your entries.

8/14/2019 CR100.pdf


© SAP AG CR100 2-40



Customizing.

Select to create a new business partner of the type Person.

Select the role and check the field characteristics.

2-2 Create a new business partner view and an additional business partner role and

change the data sets assigned to them and the screen sequence control.

2-2-1 Use the BDT task level menu (transaction ) to share, that is copy, the

existing ( ) with all the dependent entries.

Call the new view .

Remove from the new view the data sets and .

After you enter and confirm the transaction code /nbupt, you should have a

modified SAP menu.

Select the view and choose Copy as…( ).

BP view:

Description:

Title: Choose to perform the copy procedure.

In the dialog box, choose .

Select the new view and click on the entry on the left

of the structure tree.

Select the two data sets BUP020 and BUP030 and choose Delete ( ).

Save your entries.

2-2-2 In CRM Customizing, create another business partner role

( ).

Assign to this the BP role type BUP001 and the BP view ZCP##.

Choose .

…

8/14/2019 CR100.pdf


© SAP AG CR100 2-41

…

Choose .

BP role:

Title:

Description: BP Role Cat.:

BP View:

Save your entries.

2-2-3 You make changes in the screen configuration for the new view you have

created.

Rename the tab in .

Change the sequence of the tabs.

Expand the area.

Double-click the entry ## that corresponds to your view.

The Visual Configuration Tool (VCT) should start in a new window.

Select Process screen seq. ( ) and double-click the first screen. Change

the name in .

Arrange the screens into the sequence you want using drag-and-drop.Move the entire standard address from the tab to the

tab.

Choose Process screen layout ( ).

Select the and tabs from the

lower part of the screen. The tabs are opened.

On the Name/Communication tab, scroll down to the standard address.

Use drag-and-drop to move the standard address to the

tab.

The red line shows you where the data is being moved to.

Confirm your entries, then save the screen configuration.



Customizing.

Select to create a new business partner of the type Person.

Select the role and check the settings you have entered.

8/14/2019 CR100.pdf


© SAP AG CR100 2-42

8/14/2019 CR100.pdf


© SAP AG CR100 3-1

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 3-2

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 3-3

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 3-4

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 3-5

© SAP AG2004

You can use Organizational Management to set up the company‘s organizational structure. You can

use this flexible tool to maintain the company structure, including the positions and employees in an

application, and assign specific attributes to the organizational units.

Organizational Management allows you to specify organizational data automatically in a business

transaction using the organizational structure. It can also be used to determine business partners; for

example, you can find the employee responsible for a business transaction.

A new feature of Release CRM 5.0 is that you can map an organizational unit as a marketing

organization. You can use this, for example, in the campaign management, to control authorizations,

set default values and determine employees responsible.

8/14/2019 CR100.pdf


© SAP AG CR100 3-6

© SAP AG2004

In this example, a prospect calls an insurance company and asks, “Can you insure my new house?”

The interaction center agent creates an activity and takes down the name, address and telephone

number of the prospect.

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

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

8/14/2019 CR100.pdf


© SAP AG CR100 3-7

© SAP AG2004

Because this tool is time-dependent, you can maintain different organizational structures for different

time periods in parallel; that means you can plan future changes. For example, a new sales office will

open on the first day of January next year. You can define this sales office and assign it to your

organizational plan already today with the validity date of 1 January next year.

The organizational model is not static, it is dynamic. With this adaptable and extendable tool, you

can maintain and change the organizational model at any time without making changes in

Customizing.

You can use the same organizational structure for different scenarios by activating it (CRM Sales,

CRM Service). An organizational unit can be a sales organization and service organization at the

same time. Scenario-specific data in the structure is assigned to the organizational units with

attributes.

Organizational units can be created as business partners. The system automatically creates a business

partner record for an organizational unit with the BP role “Organizational unit”.

8/14/2019 CR100.pdf


© SAP AG CR100 3-8

© SAP AG2004

You maintain the organizational model in the application, not in Customizing. (However, it can be

maintained in Customizing as well.) You can prevent users from making changes to the

organizational model by using an authorization check.

The organizational structure in SAP CRM can be different to the one in SAP ERP. In the structure,

there are no restrictions regarding the levels used.

A matrix structure cannot be mapped.

Validity periods can be used when creating organizational objects and object attributes and when

assigning organizational objects and object characteristics.

8/14/2019 CR100.pdf


© SAP AG CR100 3-9

© SAP AG2004

are used for modeling an organizational plan. They can be linked to

hierarchies to form functional relationships in the organizational plan for your company.

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

form the basis of an organizational plan. Organizational units are functional

units of a company. Depending on how a company is organized, examples of organizational units are

departments, groups or project teams.

show the functional task distribution of individual items and their report structure in the

organizational plan. Positions are concrete items in a company, which can be occupied by holders

(employees or users), for example, the sales manager for Europe.

8/14/2019 CR100.pdf


© SAP AG CR100 3-10

© SAP AG2004

You can assign one or more functions to an organizational unit. This means you can use one

organizational unit for different areas, for example, an organizational unit can be a sales organization

in the Sales scenario and a service organization in the Service scenario.

You can maintain different attributes depending on the assigned function.

8/14/2019 CR100.pdf


© SAP AG CR100 3-11

© SAP AG2004

You can assign specific attributes to organizational units when creating your organizational structure.

Attributes are always maintained for a specific function, which means you can maintain different

attributes for each function.

There are two kinds of attributes: organizational and general.

indicate the type of an organizational unit.

define the responsibilities of an organizational unit.

You can assign several attributes to an organizational unit. You may define additional attributes for

your company.

8/14/2019 CR100.pdf


© SAP AG CR100 3-12

© SAP AG2004

You can assign up to three organizational attributes to an organizational unit. For example, an

organizational unit can be a sales organization and a sales office.

8/14/2019 CR100.pdf


© SAP AG CR100 3-13

© SAP AG2004

The service team is a service group that executes the service tasks. It is relevant for resource

planning.

8/14/2019 CR100.pdf


© SAP AG CR100 3-14

© SAP AG2004

You can use the marketing organization characteristic as follows:

For authorization checks: You can use the marketing organization in authorization checks, for

example, to determine whether a user is authorized to change a particular campaign.

For automatically entering and checking marketing attributes: The system can use the marketing

organization to make available standard entries for particular fields in the marketing planner.

For partner determination: For example, you can use the marketing organization to determine the

suitable marketing manager for the assigned marketing organization and assign it to the campaign

(on the Partner tab page).

Workflow routing: You can assign a marketing organization to a campaign and then start a

workflow based on the attributes of the campaign. For example, you set the status of a campaign

with a particular product category to For Approval. The system forwards a workflow item to all

users that are assigned to a marketing organization with this particular product category.

Cost planning: You can use the cost planning to distribute key figures over multiple levels. For

example, you can use the marketing organization to distribute the costs of a campaign over

multiple marketing organizational units.

Reporting: You can use the marketing organization for reporting. For example, you can measure

the success of a particular organizational unit.

8/14/2019 CR100.pdf


© SAP AG CR100 3-15

© SAP AG2004

The Paris office is active for three scenarios: Sales, Service, and Marketing.

In the Sales scenario, the Paris office is a sales office that is responsible for the following:

Distribution channel 10 (final customer sales)

Country: France

Region: 75 (Paris), 91-95

In the Service scenario, the Paris office is a service organization that is responsible for the country

France.

In the Marketing scenario, the Paris office is a marketing organization that is responsible for the

country France and products of the category .

8/14/2019 CR100.pdf


© SAP AG CR100 3-16

© SAP AG2004

Setting up Organizational Management:

Define your organizational structure. You must create your organizational units, assign the

attributes, and define positions and holders.

You must create a new organizational structure in customizing. You can change existing

organizational structures within the master data.

Make your customizing settings for automatic organizational data determination using the

wizards.

When you create a transaction, the system determines the organizational data according to your

customizing settings. You can change or enhance the organizational units manually.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 3-18

© SAP AG2004

To determine the organizational data in a transaction, the system reads the organizational data

profile that was assigned to the transaction type used in Customizing. A determination rule is

derived from this organizational data profile.

: Wizards can be used to set up automatic organizational data determination.

In SAP CRM, there are two types of determination rule for determining the responsible

organizational units: organizational model and responsibilities.

Organizational model: The attributes of the organizational model are read and evaluated.

Responsibilities: The responsible organizational unit is determined without evaluating the

organizational model.

The determination of organizational data can take place differently according to the scenario used

because an organizational unit in the Sales scenario has different attributes than an organizational

unit in the Service scenario.

The organizational data from the document header is copied at item level. There is no separate

organizational data determination at item level.

8/14/2019 CR100.pdf


© SAP AG CR100 3-19

© SAP AG2004

Transaction

Business Partner:

ardot

Responsible OU:

Sales organization:

Distribution channel:

2.) L – Z

Team 2

:

Sales FR

Team 1

Organizational Model

Function: Sales organization /

distribution channel 10

Sales organization: FR

Distribution channel: 10

Team 2Sales organization: FR


1.

2.

3.4.

1. A transaction with Business Partner ardot is entered.

2. The determination rule of the type that is assigned to an organizational data profile,

which has in turn been assigned to the transaction type used, finds a responsible organizational unit

in the example because this team is responsible for business partners with the names .

3. is transferred to the transaction as the responsible organizational unit.

4. is mapped in the organizational model with the (inherited) characteristics

and distribution channel . This information is also transferred into the corresponding fields of

the transaction.

8/14/2019 CR100.pdf


© SAP AG CR100 3-20

© SAP AG2004

Transaction

Business Partner:

ardot

Responsible OU:

Sales organization:

Distribution channel:

:

Organizational Model

:

1.

2.

Sales FR

Team 1

Function: Sales organization /

distribution channel 10

Sales organization: FR


Team 2Team 2 Sales organization:


Name: L – Z

3.

4.

1. A transaction with Business Partner ardot is entered.

2. The determination rule of the type which is assigned to an organizational data

profile which has in turn been assigned to the transaction type used, searches the entire

organizational model for organizational units that have matching attributes.

3. is found as the responsible organizational unit.

4. is mapped in the organizational model with the (inherited) characteristics

and distribution channel . This information is also transferred into the corresponding fields of

the transaction.

8/14/2019 CR100.pdf


© SAP AG CR100 3-21

© SAP AG2004

Organizational data determination (always on header level) includes the following steps:

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

The system reads the organizational data profile that is assigned to the transaction type TA, for

example, 0000001 (Sales).

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

Several standard determination rules are available: For example, rule 10000144 (ORGMAN_14)

checks for maintained sales areas of the business partner and finds corresponding organizational

units (similar to the SAP ERP organizational data determination in sales transactions).

You define your determination rules and the organizational data profiles in Customizing. In

addition, you specify the determination rules and assign the organizational data profile to your

transaction type.

8/14/2019 CR100.pdf


© SAP AG CR100 3-22

© SAP AG2004

•

•

•

Customizing Checklist

Maintain determination rules. You can define new rules for both types, responsibility and

organizational attributes. In both cases you can use a wizard to create the rules. You can simulate

the rules created with the wizard and process them again if required.

Maintain an organizational data profile. Within the organizational data profile, you choose a

scenario (for example, sales or service) for which you want to use the profile. You then assign one

of the available determination rules. You can assign one rule with type responsibility and one with

type organizational attributes. If you define a rule in both fields, the system finds the intersection

of both quantities. Additionally, you define which organizational units are mandatory and must

occur in the transaction. You can use the wizard to create and assign organizational data profiles.

Assign the organizational data profile to one or more transaction types.

8/14/2019 CR100.pdf


© SAP AG CR100 3-23

© SAP AG2004

The Customizing activity for transferring the sales structure can be found under →

→ → . The transaction

for this is CRMC_R3_ORG_GENERATE.

Transferring the ERP sales structure is a copy process. The sales structure currently valid in the ERP

system is transferred.

After the organizational model is generated, the data must be processed further in SAP CRM.

Changes in the ERP sales structure are not transferred after the report is executed.

If you wish to use HCM (formerly HR) and you have maintained the organizational plan there, you

can distribute this organizational plan to SAP CRM with ALE (Application Link Enabling).

In this scenario, the backend is the leading system.

You can find further information in the Implementation Guide (IMG) of the ERP system under SEP

NetWeaver

You will find more information in the IMG under → →

→ →

→ →

If you distributed employee master data using ALE, you cannot create or maintain employee master

data in CRM.

8/14/2019 CR100.pdf


© SAP AG CR100 3-24

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 3-25


• Outline an organizational structure using the organizational unit andposition objects

• Assign scenarios and attributes to an organizational unit

• Create a determination rule and an organizational data profile, which

are used for automatic organizational data determination

You are expanding your business by adding another department. Youwant to check the mapping of sales structures in your SAP ERP system

and maintain the attributes that describe the responsibilities of your new

department.

1-1 You want to set up a new trade fair department, which will visit trade fairs and

other events to inform interested parties about the computers and other hardware

offered by your company. It will also be the organizational unit responsible for

contacts made at trade fairs. You want to include the new department in the

organizational model that already exists for your business and use attributes todescribe the department’s responsibilities.

1-1-1 Search for the organizational structure of your company,

.

1-1-2 On the level directly below the top node, create a new organizational unit.

Enter as the ID and as the description.

If you wish, you could also add address information for your newly created

organizational unit on the tab page.

1-1-3 To which sales organization is your new organizational unit

assigned?_____________________________________________________

1-1-4 Can you change this assignment? Explain why?

______________________________________________________

8/14/2019 CR100.pdf


© SAP AG CR100 3-26

1-1-5 Your is responsible for all trade fair contacts with

business partners with the postal code .

Before you enter this information, check whether the organizational unit

was already assigned other attributes ( scenario) that describe the

responsibilities of ## Trade Fair Dept. If so, write them down:

Where do these attributes come from?

_____________________________

Now add the attribute Postal Code with the value .

1-1-6 Your new organizational unit should be considered in the organizational

data determination. Make a corresponding entry.

Save the new organizational unit.

ID of the organizational unit ___________

1-2 You now want to add a position within your newly created organizational unit. You

also want to fill this position with an employee that you created yourself.

1-2-1 Create the position under and enter the

description

1-2-2 Assign your employee to the position you just created.

Apart from the employee, what else is automatically assigned?

______________________________________________________

8/14/2019 CR100.pdf


© SAP AG CR100 3-27

1-3 Define a new determination rule in the Customizing of the system. This is

required later on to determine a suitable responsible organizational unit in business

transactions.

1-3-1 You want to create an determination rule that uses

the organizational attributes and . Use the IMGdocumentation for to check whether there

is a suitable determination rule that you could use as a template. Use

## as an object abbreviation for the new determination rule and

## as a description (object name).

Use as a development class (package).

1-3-2 Delete the attribute from the container and save the determination

rule.

1-3-3 Simulate organizational data determination for postal code 750## and

country FR (France). Which organizational units does the system find as

responsible organizational units?

1-4 Organizational data profile maintenance

1-4-1 Create the new organizational data profile

with the description .1-4-2 Choose the scenario.

1-4-3 Use the determination rule you created earlier.

1-4-4 Select the checkboxes and .

Using this organizational data profile in business transactions

will lead to error messages in the application log if the fields

and/or have not

been determined successfully.

The organizational data profile created by you will not be

required until the exercises for the unit Transaction

Processing. You then allocate it to its own transaction type,

which you create yourself.

8/14/2019 CR100.pdf


© SAP AG CR100 3-28

1-1 You want to set up a new trade fair department, which will visit trade fairs and

other events to inform interested parties about the computers and other hardware

offered by your company. It will also be the organizational unit responsible for

contacts made at trade fairs. You want to include the new department in the

organizational model that already exists for your business and use attributes to

describe the department’s responsibilities.

1-1-1 Search for the organizational structure of your company,

.

Use the search area on the left side of the screen to search for the

organizational unit . Enter the description

and choose .

The search results are displayed in the lower-left corner of the display

area in the locator. Select the organizational unit

.

1-1-2 On the level directly below the top node, create a new organizational unit.Enter as the ID and as the description. If

you wish, you could also add address information for your newly created

organizational unit on the tab page.

Select in the overview window and

choose . In the window that opens automatically, select

.

Organizational unit:

(Description):

1-1-3 To which sales organization is your new organizational unit assigned?

Choose the tab.

Your organizational unit is assigned to the sales organization

, which is mapped to the sales organization in

SAP ERP.

1-1-4 Can you change this assignment? Explain why.

You cannot change this assignment because it is an attribute passed down

from a higher organizational unit.

8/14/2019 CR100.pdf


© SAP AG CR100 3-29

1-1-5 Your is responsible for all trade fair contacts with

business partners with the postal code

Before you enter this information, check whether the organizational unit

was already assigned other attributes ( scenario) that describe the

responsibilities of ## Trade Fair Dept. If so, write them down:In order to display and maintain general attributes for your organizational

unit, select your organizational unit and go to the tab page.

Where do these attributes come from?There attributes were passed down from the IDES Training Company.

Now add the attribute Postal Code with the value 750##.

Choose ( ).

For the attribute, enter the value in the field.

1-1-6 Your new organizational unit should be allowed for organizational data

determination. Make a corresponding entry.

Set the indicator for .

Save the new organizational unit.

1-2 You now want to add a position within your newly created organizational unit. You

also want to fill this position with an employee that you created yourself.

1-2-1 Create the position under and enter the

description

Is it possible to store the same information for a position as you stored for

your organizational unit?

Within the overview area of the organizational structure, select yourorganizational structure and then choose . In the window that opens,

choose . A new position is created and assigned to your

organizational unit. Maintain the data on the tab page.

Position:

(Description): .

1-2-2 Assign your employee to the position you just created.

Apart from the employee, what else is automatically assigned?

Choose ( ). In the window that opens, choose

and then find the employee (using ).

Copy . The user assigned to the employee is displayed

automatically.

8/14/2019 CR100.pdf


© SAP AG CR100 3-30

1-3 Define a new determination rule in the Customizing of the system. This is required

later on to determine a suitable responsible organizational unit in business

transactions.

1-3-1 You want to create an determination rule that uses

the organizational attributes and . Use the IMGdocumentation for to check whether there

is a suitable determination rule that you could use as a template. Use

## as an object abbreviation for the new determination rule and

## as a description (object name).

Choose ( ).

The determination rule () approximately

corresponds to the requirements.

Close the documentation and execute the IMG activity ( ).

In the Rule field, enter the number and choose Copy ( ).

Use ## as an for the new determination

rule and ## as a description (object name).

Choose Copy ( )

Use as a development class (package).

1-3-2 Delete the attribute from the container and save the determination

rule.

Go to the change mode for your new determination rule. Select the entry on the tab page, right-click and choose to delete

the entry. Confirm the dialog box, save the modified determination rule and

write down the number.

_________________

1-3-3 Simulate organizational data determination for postal code 750## and

country FR (France). Which organizational units does the system find as

responsible organizational units?

Select and enter the attributes Postal Code 750##

and Country FR. The organizational unit ## Trade Fair Dept. should be

displayed.

8/14/2019 CR100.pdf


© SAP AG CR100 3-31

1-4 Organizational data profile maintenance

1-4-1 Create the new organizational data profile with the

description .

Choose and enter the data

1-4-2 Choose the sales scenario.

From the list of scenarios, choose .

1-4-3 Use the determination rule you just defined as your organizational model

rule.

In , enter the number of the determination rulethat you just created.

1-4-4 Fill the mandatory fields and for

output of organizational data determination.

Select and . Save the

organizational data profile.

8/14/2019 CR100.pdf


© SAP AG CR100 4-1

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 4-2

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 4-3

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 4-4

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 4-5

© SAP AG2004

Distinction between the ERP Product and SAP CRM Product

The CRM product master represents products (for example, a hard disk), services (for example,

PC warranty, PC maintenance), warranties and financings (for example, leasing).

Products can be service packages, bills of material or a combination of these.

Configurable products, such as personal computers, are only given attributes and attribute values

when the product is sold.

Warranty information for individual objects is created with reference to the product; for example,

product registration through E-service.

A separate number range can be maintained for each product type.

Product type IP (Intellectual Property) is available for the media industry.

8/14/2019 CR100.pdf


© SAP AG CR100 4-6

© SAP AG2004

8am 12pm 6pm 8am 12pm 6pm time

In SAP CRM product maintenance it is possible to copy products.

R3PRODSTYP maps the product types present in the ERP system. For this reason, it is vital to

assign the base hierarchy R3PRODSTYP to make basic data set types available.

Customer product numbers can be assigned. Customer product numbers are stored in the relevant

relationships.

A Global Trade Item Number (GTIN) is used for mapping the European Article Number (EAN).

Structured products can be created in SAP CRM in product maintenance in the same manner as other

products. In addition, structured articles (sets, displays, and prepacks) can be downloaded from the

ERP systems and represented in the CRM Server as structured products. Structured products can also

be uploaded to ERP systems for retail and to standard ERP Systems.

8/14/2019 CR100.pdf


© SAP AG CR100 4-7

© SAP AG2004

In SAP CRM product maintenance it is possible to copy products.

R3PRODSTYP maps the product types present in the SAP R/3 system. For this reason, it is vital to

assign the base hierarchy R3PRODSTYP to make basic data set types available.

Customer product numbers can be assigned. Customer product numbers are stored in the relevant

relationships.

A Global Trade Item Number (GTIN) is used for mapping the European Article Number (EAN).

Structured products can be created in SAP CRM in product maintenance in the same manner as other

products. In addition, structured articles (sets, displays, and prepacks) can be downloaded from R/3

Retail Systems and represented in the CRM Server as structured products. Structured products can

also be uploaded to SAP R/3 Retail Systems and standard SAP R/3 Systems.

8/14/2019 CR100.pdf


© SAP AG CR100 4-8

© SAP AG2004

The relationship plays a large role in the CRM product catalog, which is used in the

Internet sales scenario. If a customer adds a product to her shopping cart, additional products can be

suggested to the customer via the relationship . On the tab page you can also

see whether a product is an accessory product (back, usage).

Selection of other relationship categories:

Customers (here, for example, a customer material number can be assigned)

Financed by

Manufacturers

Vendors (here, for example, a vendor material number can be assigned)

Components (a structured product is mapped with this)

Services (default products for the service order processing)

Spare parts (default products for the service order processing)

Warranties (used in the product registration)

For downloading the ERP customer material number to SAP CRM, there is the relationship

.

8/14/2019 CR100.pdf


© SAP AG CR100 4-9

© SAP AG2004

The CRM product master is a collection or arrangement of various set types that contain specific

data.

Set types, which correspond to database tables, are displayed on various views (tab pages).

Predefined set types (for example, basic data, short texts, conversion of unit of measure) are

delivered with the standard product. You can enhance the product master with user-defined set types.

For SAP GUI views (tab pages) can be defined in Customizing: →

→ → →

.

8/14/2019 CR100.pdf


© SAP AG CR100 4-10

© SAP AG2004

Material group R3MATCLASS

Product hierarchy R3PRODHIER

Material group R3MATCLASS

Product hierarchy R3PRODHIER

Before materials can be transferred from the ERP system to the SAP CRM system, base hierarchies

must be created. This is performed with a Customizing download.

R3PRODSTYP is the default base hierarchy. Products that are loaded to the CRM system from the

ERP system should at least belong to this base hierarchy. Assignment to other base hierarchies is

optional.

If SAP CRM is implemented without an ERP backend system, preparatory steps are necessary before

product master data can be created in the CRM system. These preparatory steps are documented in

Customizing: → → →

→

The adapter object for transferring the base hierarchies is DNL_CUST_PROD1.

8/14/2019 CR100.pdf


© SAP AG CR100 4-11

© SAP AG2004

Attributes help describe products or individual objects. They are grouped into set types and saved

there. A set is a specific instance of a set type. Set types are stored in the system as database tables.

Set types enable you to perform detailed modeling of products and individual objects in the system.

Particular set types (SAP standard set types) are predefined in the standard system. If they are not

sufficient for your needs, you can define further set types of your own and assign attributes to them.

The attributes can be those predefined in the standard system and also attributes (including value

ranges) that you have defined yourself. However, it is not possible to assign user-defined attributes to

the set types in the SAP standard system.

Set types can be relevant to . When you define a template, you can specify concrete values

for attributes and assign them to various products later on by means of other mechanisms.

If a set type is already assigned to a product category, it is only possible to change the set type

description and possibly add other attributes.

Only those set types can be deleted that are not assigned to a category (any more).

An attribute is defined by its attribute type (for example, integer, character string or date), its

attribute length and (optionally) its value range (for example, single values or intervals), or by a

value table.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 4-13

© SAP AG2004

The following slides explain the various elements necessary to enhance the product master:

Hierarchies

Categories

Set types

Attributes

Creation of attributes results in the creation of data elements and domains on the database.

Creation of set types results in the creation of database tables and other data dictionary objects, as

well as function groups, function modules and screens.

Set types can be assigned to categories. It is also possible to assign a view (tab page) on which set

type information will be displayed. Additionally, it is possible to assign templates along with the

view when assigning set types. Products that are categorized later thus automatically get predefined

characteristics.

SAP Note 602673 describes an example of how it is possible to fill new fields in SAP CRM with

material master information from the ERP system.

8/14/2019 CR100.pdf


© SAP AG CR100 4-14

© SAP AG2004

Download of ERP material masters to the SAP CRM system

An is performed at the start, when SAP CRM is set up. Existing Customizing data

is a prerequisite for a successful initial download.

The ensures that transaction data and master data are permanently exchanged

between the CRM and a backend system. Customizing changes are updated through a delta

download.

Upload of CRM products to the ERP system:

The upload of CRM product data is possible, but it can be performed automatically in the standard

system. It must be carried out manually and individually for each product.

Upload can be permitted or prohibited for each product in Customizing:

→ → → → →

.

After a product has been loaded from SAP CRM to the ERP system, changes are updated by means

of a delta transfer, but only in the ERP direction.

8/14/2019 CR100.pdf


© SAP AG CR100 4-15

© SAP AG2004

A competor product has a lean product master. This is controlled by the product category.

Competitive products can be created on the portal and can be integrated into business processes for

Activity Management or Opportunity Management.

Competitive product information is exchanged with the mobile client in both directions.

The following are standard delivered relationships:

Competitor – competitor product

Customer – competitor product

Own product – competitor product

Competitor products are only available in the People-Centric UI.

8/14/2019 CR100.pdf


© SAP AG CR100 4-16

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 4-17


• Explain the concept of the product master

• Enhance products in CRM by adding your own attributes

You want to introduce a new product at a trade fair and win customers and

potential sales.

Some of the product data is already in the SAP ERP system as materialmaster data. This data should be transferred and then CRM-specific data

added to it, if necessary.

1-1 Create a material master record with several views in the system.

1-1-1 Log on to the ERP system and branch to Materials Maintenance:

(Do enter a . This is done by internal

number assignment.)

Enter the following data:

Industry Sector:

Choose ENTER.

Select the following views:

and

and

Choose ENTER.

Plant:

Sales Org.:


Choose ENTER.

Material Short Text: ##

Base Unit of Measure:

Material Group:

…

8/14/2019 CR100.pdf


© SAP AG CR100 4-18

...

Press ENTER twice.

View: Sales: Sales Org1

Tax Classification: (for countries)

Choose

Scale quantity:

Amount:

Choose ( ).

Press ENTER twice.

View: Sales: general/plant

Transportation Group:

Loading Group:

Choose ENTER and confirm the dialog box to save the material.

Material Number: ___________________

1-2 Display the material master in the SAP CRM system and familiarize yourself with

product maintenance.

1-2-1 Use the to search for your product.

1-2-2 Include the product in your worklist.

You can use (found under in the toolbar) to

change the display format of the and to assign

and to the active tab page.

1-2-3 View the detailed data in the General Data for your product. Has your

product master been created without any errors?

How many product categories is your product assigned to?

1-2-4 Display the relationships for your product. Why are no product relationshipsdisplayed?

Create material R-1120 as an accessory to your product.

Where is this accessory functionality used?

8/14/2019 CR100.pdf


© SAP AG CR100 4-19

1-3 Enhance your product master in SAP CRM. A number of steps are necessary for

this. They should be performed in the following order:

1-3-1 First, create two new attributes.

The first attribute

is of the type (-digit) with the value range

The second attribute

is of the type (-character) with the value range

(flat) and (normal).

1-3-2 Create a set type ## ( ##) for

and assign to it the attributes you created in the previous exercise.

1-3-3 Create a category hierarchy ( ) and two

categories.

The first category should not be assigned toa product type, nor should it be possible to assign products or objects to this

category.

We recommend that you first define a root node so that you

can later assign several categories on the same level.

The second category, should be

assigned to the product type . It should also be possible to assign

products and objects to this category.

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

Save your entries.

Alternatively, you can assign a value to the field.

This controls whether the attributes are later displayed on an

existing or new tabulator.

Enter as the view and as theview description.

1-3-4 Go to product maintenance and change your product by entering and saving

the relevant hierarchy and category in product categories in the SAP Basic

Data.

After you have released the data ( ), the new fields become visible.

Use the search help (F4) to maintain values and save the product.

8/14/2019 CR100.pdf


© SAP AG CR100 4-20

1-4 Templates on the product master.

1-4-1 Display the set type . Apart from the assigned attributes,

what differentiates this set type from the one you created in the

previous exercise?

1-4-2 Go to Customizing and call Maintain Mini-Templates (for products).

Display the mini-template ( ).

You should see two attributes containing default values (Loudspeaker

output and Maximum contrast).

1-4-3 Display the category of the product hierarchy . Apart

from the assigned set types, what else can you see?

1-4-4 Now assign category of the product hierarchy to your

product master.

What do you notice?

1-5 Comprehension questions about the product master

1-5-1 What product types does the SAP CRM system recognize?

_____________________________________________________

_____________________________________________________

1-5-2 Can product and material masters be exchanged between SAP ERP and

CRM? What possibilities are there to do this and what are the differences

between them?

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

8/14/2019 CR100.pdf


© SAP AG CR100 4-21

2-1 In the SAP CRM system, create a product of the type .

2-1-1 Log on to the SAP CRM system, branch to the product maintenance and

create a service ( ) with the category

.

Maintain the following data:

Item Category Group:

Tax Classification:

Distribution Chain:


The price (condition type ) for a ##Repair work is to be maintained

depending on the product, and in distribution channel IDES TR / 10 it

amounts to EUR 50.

Save the product data.

2-2 Locator and worklist in the product maintenance.

2-2-1 Include the product ## in your worklist.

You can use (found under in the toolbar) to

change the display format of the and to assign

and to the active tab page.

2-2-2 Has the product ##Repair that was created correctly also been createdautomatically in the SAP ERP system?

8/14/2019 CR100.pdf


© SAP AG CR100 4-22




The first attribute is of the type

with the value range and .

The second attribute is of the type

(-character), has multiple values, with the value range

(multimeter) and (pliers).



Make sure you set the indicator for the attribute

.

2-3-3 Create a category hierarchy ( ) and two

categories.

The first category should not be assigned to a

product type, nor should it be possible to assign products or objects to this

category.

We recommend that you first define a root node so that you

can later assign several categories on the same level.

The second category, should be assigned

to the product type . It should also be possible to assign products andobjects to this category.

Assign the set type created by you () to this category, as well

as the view ID ().

Save your entries.

Alternatively, you can assign a value to the field.

This controls whether the attributes are later displayed on an

existing or new tabulator.

Enter as the view and as the

view description.


the relevant hierarchy and category in product categories in .



8/14/2019 CR100.pdf


© SAP AG CR100 4-23


2-4-1 Display the set type . Apart from the assigned attributes, what

differentiates this set type from the one you created in the previous exercise?



You should see two attributes containing default values (Trade test and

Driver’s license category).

2-4-3 Display the category of the product hierarchy .

Apart from the assigned set types, what else can you see?

2-4-4 Now assign category of the product hierarchy

to your product master.

What do you notice?


2-5-1 What product types does the SAP CRM system recognize?

_____________________________________________________

_____________________________________________________



between them?

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

8/14/2019 CR100.pdf


© SAP AG CR100 4-24

8/14/2019 CR100.pdf


© SAP AG CR100 4-25

1-1 Create a material master record with several views in the system.

1-1-1 Log on to the ERP system and branch to Materials Maintenance:

Enter the data given in the exercise.

1-2 Display the material master in the SAP CRM system and familiarize yourself with

product maintenance.

1-2-1 Use the to search for your product.

Enter the following values on the tab page of the :

Find:

By:

ID/description:

Choose .


Select the product in the Locator and choose ( ).

1-2-3 View the detailed data in the General Data for your product. Has your

product master been created without any errors?

Yes. For example, unit of measure, item category group, and sales and

distribution data are correctly entered.

You can find the sales price transferred from the backend system on the tab page.

The product is assigned to categories (R3PRODSTYP)

and (R3MATCLASS). All the information (material type and

material group) was derived from the material master of SAP ERP.

8/14/2019 CR100.pdf


© SAP AG CR100 4-26

1-2-4 Display the relationships for your product. Why are no product relationships

displayed?

Relationships are generally maintained in the CRM product master and not

in the SAP ERP material master.

In product maintenance for your product, switch from the areato the data area.

Go to change mode, if applicable.

Use the Locator to search for the accessory product . Select it and

drag it to the tab page

Accessories are used in the product catalog (E-Commerce) and in the

Interaction Center for product proposal strategies.

8/14/2019 CR100.pdf


© SAP AG CR100 4-27




Attribute:

Choose .

Description:

Attribute Type:

Attribute Length:

Choose the tab.

Single Value or Lower Limit: and (one row each)

Fixed Value, Description: and inches

Choose and .

Attribute:

Choose .

Description:

Attribute Type:

Attribute Length:

Choose the tab.

Single Value or Lower Limit: or (one row each)

Fixed Value, Description: or

Choose and .

1-3-2 Create a set type and assign to it the attributes you created

in the previous exercise.

Set Type:

Choose .

Description:

Product Type:

Choose the tab

Attribute:

Attribute:

Save the set type.

8/14/2019 CR100.pdf


© SAP AG CR100 4-28

1-3-3 Create a category hierarchy and two categories.

Choose

Hierarchy ID:

Description:

Choose ENTER.

Select .

Category ID:

Description:

Choose ENTER.

Select .

Category ID:

Description:

Product Type:

Select the tab.

Choose ( ) and select your set type .

Save your data.

1-3-4 Go to product maintenance and categorize your product by entering and

saving the relevant hierarchy and category in product categories in the SAP

Basic Data.

If necessary, find and open your product master (for example, using

→ )

Choose the view.

In the product category area, enter the hierarchy ID and then select

the category in the Category ID field.

Choose ENTER.After a few seconds you see two new fields in the product master.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 4-30


1-5-1 Which product types exist in CRM?

In CRM, there are six technically different product types.

– physical products, used in different scenarios (for example,Sales and Service)

– for example, services used in the service scenario

and – used, for example, in banking and the

insurance sector (leasings)

– used in the Service scenario

(Intellectual Properties) - media-specific product type



between them?

. Material and service masters can be loaded from SAP ERP into

SAP CRM.

A customer enhancement can be used to transfer additional SAP ERP-

specific data into the CRM system as well as the standard information.

CRM product masters can be uploaded manually (individually) into SAP

ERP. Only data that is supported in SAP ERP is transferred.

Proprietary set types and attributes are not transferred.

8/14/2019 CR100.pdf


© SAP AG CR100 4-31

2-1 In the SAP CRM system, create a product of the type .

2-1-1 Log on to the SAP CRM system, branch to the product maintenance and

create a service ( ) with the category

.

Choose Create service ( ).

For Category:

Choose .

Service:

Description:

Item Cat. Group:

Go to the tab.

: Country:

Tax Type:

Tax Group:

Select .

Choose .

Choose the tab.


Choose the tab.

Condition Type: 0PR0

Choose the key combination

().

Sales Organization:

Distribution Channel: Amount:

Currency:

Choose Save

8/14/2019 CR100.pdf


© SAP AG CR100 4-32

2-2 Locator and worklist in the product maintenance.


Enter the following values on the tab page of the :

Find: ID/Descriptrion:

Choose .

Select the product in the Locator and choose ( ).

2-2-2 Has the product ##Repair that was created correctly also been created

automatically in the SAP ERP system?

, the product ##Service has not been created in the SAP ERP system?

For a product to be transferred to the ERP backend system, a manual

step must be performed in the product maintenance (menu )

In addition, the upload must be permitted for the corresponding product type

in the system settings.

8/14/2019 CR100.pdf


© SAP AG CR100 4-33




Attribute:

Choose .

Description:

Attribute Type:

Choose the tab.

Fixed Value, Description:

Choose and .

Attribute:

Choose .

Description:

Attribute Type:

Attribute Length:

Multiple values are possible:

Choose the tab.

Single Value or Lower Limit: or

Fixed Value, Description: or

Choose and .



Make sure you set the indicator for the attribute

.

Set Type:

Choose .

Description:

Product Type:

Choose the tab

Attribute:

Attribute: ## and set the

indicator.

Save the set type.

8/14/2019 CR100.pdf


© SAP AG CR100 4-34

2-3-3 Create a category hierarchy ( ) and

two categories.

Choose

Hierarchy ID:

Description:

Choose ENTER.

Select .

Category ID:

Description:

Choose ENTER.

Select .

Category ID:

Description: ##

Product Type:

Select the tab.

Choose ( ) and select your set type . In the

View ID field, enter ().

Save your data.


the relevant hierarchy and category in product categories in .



8/14/2019 CR100.pdf


© SAP AG CR100 4-35


2-4-1 Display the set type . Apart from the assigned attributes, what

differentiates this set type from the one you created in the previous exercise?

Set Type:

Choose

In the characteristics, the indicator is set.



Find:

By:

ID/Description:

Choose .

Expand the first entry and double-click the template below it.

You should see two attributes containing default values ( and

).

You should see two attributes containing default values (Trade test and

Driver’s license category).

2-4-3 Display the category of the product hierarchy .

Apart from the assigned set types, what else can you see?

In the field (on the right beside the field Set type), you see the

value .

2-4-4 Now assign category of the product hierarchy

to your product master.

What do you notice?

If necessary, find and open your product master (for example, using

→ )

Select the view

In the product category area, enter the hierarchy ID and then

select the category in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master, this time

containing the default values from the template.

8/14/2019 CR100.pdf


© SAP AG CR100 4-36


2-5-1 Which product types exist in CRM?

In CRM, there are six technically different product types.

– physical products, used in different scenarios (for example,Sales and Service)

– for example, services used in the service scenario

and – used, for example, in banking and the

insurance sector (leasings)

– used in the Service scenario

(Intellectual Properties) - media-specific product type



between them?

. Material and service masters can be loaded from SAP ERP into

SAP CRM.

A customer enhancement can be used to transfer additional SAP ERP-

specific data into the CRM system as well as the standard information.

CRM product masters can be uploaded manually (individually) into

SAP ERP. Only data that is supported in SAP ERP is transferred.

Proprietary set types and attributes are not transferred.

8/14/2019 CR100.pdf


© SAP AG CR100 5-1

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 5-2

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 5-3

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 5-4

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 5-5

© SAP AG2004

The concept of business transactions has the following meanings:

A business transaction can cover several business cases, for example, sales order and contact.

There is a similar interface for processing all types of business transactions. There is a strict split

between the user interface and the processing of transactions.

Similar functions are available in all types of business transactions.

8/14/2019 CR100.pdf


© SAP AG CR100 5-6

© SAP AG2004

A business transaction expresses a business interaction with a business partner.

The business transaction provides business structures and functions that can be used in various

processes of a company, for example, in sales, marketing or service.

Depending on the Leading Transaction Category (for example, contact, opportunity, sales, service), a

business transaction has a certain structure.

Examples

Tasks have only a header level.

Leads, opportunities and service transactions have a header and item level.

Sales transactions additionally have a schedule line level (delivery quantities and delivery dates,

possibly after an ATP check).

8/14/2019 CR100.pdf


© SAP AG CR100 5-7

© SAP AG2004

A business transaction can be assigned to one or several business transaction categories, depending

on what the leading business transaction category is. Assigned business transaction categories allow

detailed control of the transaction.

Only specific combinations of business transaction categories are possible.

Example:

The transaction category (service category) has the leading business transaction category

and three assigned business transaction categories , and

.

The transaction category (lead) has the leading business transaction category and one

assigned business transaction category .

The transaction category (telesales) has the leading business transaction category and

two assigned business transaction categories and .

Control attributes (such as the leading business transaction category, text determination procedure,

partner determination procedure, status profile, the organizational data profile and the number range

assignment) can be defined at header level. Various settings can be made, depending on the business

transaction category.

Assigning blocking reasons: You can use these blocking reasons to block a business partner for

entering particular business transactions. Then you cannot enter any business transactions, to whose

transaction category this applies, for the blocked business partner.

Permitted channels for transaction categories: When you have assigned a transaction category to

particular channels, only these transaction types are then offered in the value-help selection in the

corresponding channel.

8/14/2019 CR100.pdf


© SAP AG CR100 5-8

© SAP AG2004

First you define the general settings, meaning the attributes that are the same for all item categories.

Item object type: Partner determination, status profile, ATP profile, action profile, date profile,

BOM explosion and configuration data.

Next you define the business context in which the item category is used. Settings differ depending on

the assigned business transaction category. For example, billing relevance is defined under and

confirmation relevance under .

Example:

The item category (service product item) has two assigned business transaction categories

and .

The item category (opportunity item) has one assigned business transaction category

.

Activities normally do not have items. Customizing item categories and item category determination

is not necessary in this case.

Exception: Activity reports.

8/14/2019 CR100.pdf


© SAP AG CR100 5-9

© SAP AG2004

The field of the product master exists as both organizational data-dependent

(for example tab page) and organizational data-independent (for example tab

page).

The procedure for the determination of item categories should be set up in the same way as in the

SAP ERP system, especially in the case of replication-relevant transactions. Otherwise, problems can

occur in the upload to SAP ERP.

Other custom-made item categories and their determination must be set up manually.

No customizing download from SAP ERP is supported.

Examples for item category determination:

A sales item (NORM) in a standard sales order (TA) will lead to item category TAN.

A sales item (NORM) in a standard sales order (TA) that belongs to a higher-level item of item

category TAN will lead to item category TANN, once free goods determination takes place (item

category usage is FREE).

A service product item (SVRP) in a standard service order (SRVO) will lead to item category

SRVP.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-11

© SAP AG2004

You can choose several transaction documents in the locator, and create exactly one follow-up

document for them.

The header data is copied from the first transaction in the hit list, and the item data from all

transactions is collected on the tab page.

Prerequisite: Relevant organizational data in the source and target transactions should match.

For processing follow-up documents, you must perform three customizing steps:

Copy control for transaction types

Copy control for item categories

Determine item category when copying

When you transactions, the system produces a copy and displays it for processing. When the

copied transaction is saved, the document flow is updated, that is, the copied transaction has no

connection to the original transaction.

Customers with particular requirements for copying control can enhance the conditions according to

their wishes. You have the option of writing your own data transfer routines using BAdI (business

add-in) methods. For creating copying routines, you can use the BAdI.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-13

© SAP AG2004

When processing follow-up documents, the document flow is updated.

From the document flow it is possible to navigate to linked business transactions. It is also possible

to navigate to the SAP R/3 system (for example, to the delivery document).

In the SAP GUI document flow:

The only shows the immediate preceding/succeeding documents.

The shows all documents that are linked.

8/14/2019 CR100.pdf


© SAP AG CR100 5-14

© SAP AG2004

When you create an activity and then see that it should have been created as a follow-up transaction

to an existing case, you can subsequently link this activity to an existing transaction.

You can subsequently link follow-up transactions from header to header.

It is not possible to subsequently link from item to item.

When you subsequently link follow-up transactions, the document flow is updated automatically.

When you delete a link, the document flow is updated accordingly when you save the transaction.

To enable subsequent referencing, you have to create an object relationship profile in Customizing

and assign it to a transaction type.

→ → →

→

8/14/2019 CR100.pdf


© SAP AG CR100 5-15

© SAP AG2004

In SAP CRM it is possible to maintain textual information for several objects, for example:

Business partner

Product

Product catalog

Business transaction (header and item)

Billing documents (header and item)

Texts can be maintained for different languages.

8/14/2019 CR100.pdf


© SAP AG CR100 5-16

© SAP AG2004

The definition of the text determination procedure is similar to that of pricing. First you define

several text types. After that you define the source texts of your text types within access sequences;

for example, if no sales text is available, the system should display the basic text.

According to your business scenario, you combine a number of text types in the text determination

procedure. These texts are automatically displayed in documents or can be entered there.

Text objects and text types are defined in Customizing: →

→ → →

Text determination procedures and access sequences are also defined in Customizing:

→ → →

→

8/14/2019 CR100.pdf


© SAP AG CR100 5-17

© SAP AG2004

The status line displays the user status if a status profile exists; otherwise, the status line displays the

system status.

8/14/2019 CR100.pdf


© SAP AG CR100 5-18

© SAP AG2004

The status line displays the user status if a status profile exists; otherwise, the status line displays the

system status.

In SAP GUI you can display a status analysis. If you would like to analyze a problem individually,

and would like to know for example why the system does not display a specific status for a setting,

you can use the status analysis to call up a technical analysis function.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-20

© SAP AG2004

User statuses are defined in status procedures or . In status profiles you can do the

following:

Define the sequence in which user statuses can be activated

Define initial statuses

Allow or prohibit certain business transactions

You must assign at least one object type, such as CRM Order Header, to the status procedure.

You can define a status profile in Customizing: →

→ → →

The impact of a system status to a business transaction can be displayed using transaction BS23.

8/14/2019 CR100.pdf


© SAP AG CR100 5-21

© SAP AG2004

You can make settings for the incompleteness check in business transactions. You can define when a

business transaction should be considered incomplete in the system and what message type the

system should issue to the application log during data processing. You can restrict the

incompleteness check to individual transaction types and to individual business partners.

The scope of the check can differ for each object. For example, the system checks different fields in

a sales order than it checks in an opportunity.

You can define the incompleteness check in Customizing. For this, choose → → →

8/14/2019 CR100.pdf


© SAP AG CR100 5-22

© SAP AG2004

To set up the incompleteness check, perform these steps:

Define an incompleteness group for business transactions and items.

Define an incompleteness check for business partners. In the business partner master data, assign

the required business partners to the incompleteness group in the on the tab.

Assign transaction types to the incompleteness groups. In the incompleteness check, the same

conditions are valid for all transaction types with the same incompleteness group assigned.

Assign item categories to the incompleteness groups. In the incompleteness check, the same

conditions are valid for all item categories with the same incompleteness group assigned.

Define the incompleteness procedures that are valid for the various subobjects of a transaction, for

example, SALES for sales data or PRODUCT_I for product data at item level. In an

incompleteness procedure, you can group fields that you want to check for completeness. If you do

not enter data in any of these fields in the business transaction, the transaction is considered

incomplete. For each field in the procedure, you must also define whether the message issued to

the application log during data processing should be a warning or an error message.

Assign the incompleteness groups to the incompleteness procedures. This specifies the business

transactions in which checks are carried out. If you assign an incompleteness group for business

partners to an incompleteness procedure, the system carries out the check only for those business

partners to whom the incompleteness group was assigned. If you create a transaction using that

transaction type and business partner, however, the incompleteness procedure is valid only the

business partner, that is, the system does not display a combination of both procedures as

incomplete. Only the fields from the incompleteness procedure for the business partner are

displayed as incomplete.

8/14/2019 CR100.pdf


© SAP AG CR100 5-23

© SAP AG2004

In Customizing, you can deactivate the updating of change documents for transaction types.

Therefore go to the details of a transaction type and check the flag . In SAP GUI you can display the change documents by choosing → .

8/14/2019 CR100.pdf


© SAP AG CR100 5-24

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 5-25


• Create and analyze a transaction

• Create a transaction type

• Describe and perform the item category determination for a transactiontype

You would like to use a new transaction type for your trade fair business

in the area. Therefore, you should copy an existing transaction typeand customize it using the Implementation Guide (IMG). Before you

create a transaction type, you would like to understand the application and

where to find the data.

Optional (service)

You want to set up a new transaction type for service transactions in the

area.

1-1 To familiarize yourself with a number of basic mechanisms of the transaction

processing, you create a transaction in the CRM system.1-1-1 Create a sales transaction of the type for the sold-to

party ##. Use ## as an external reference.

1-1-2 Which transaction type (technical key) represents this transaction?

_____________________

Adapt the local layout for this, icon.

Choose and then the tab page. Select and .

The entries become effective when you press ENTER againafter making the settings.

1-1-3 Enter the product with the number and a quantity of in the

item list.

Which item category is determined by the system?

_______

1-1-4 Save the transaction and note the number.

____________

8/14/2019 CR100.pdf


© SAP AG CR100 5-26

1-2 If applicable, call the last sales transaction you saved and analyze the item category

that was determined and also how it was determined.

1-2-1 Where in Customizing will you find the detailed settings for the transaction

type used?

1-2-2 Where in Customizing will you find the detailed settings for the itemcategory determined?

1-2-3 In Customizing, check whether this item category contains a date profile.

What indicator does this item category have?

1-2-4 In Customizing, analyze the item category determination. What were the

influencing factors or associated values found for the item category

determined in the previous step? Write down both the influencing factors

and associated values.

___________________________________________________

___________________________________________________

___________________________________________________

Go to the product master to determine the relevant item

category group.

1-2-5 What other factors can influence the determination of an item category?

Name a suitable example.

1-3 You would like to create a new sales transaction type ## (##) in

Customizing. Create it as a copy of the existing transaction type AG and make

some small changes.

button

1-3-1 Search for the existing transaction type .

1-3-2 Select the line and choose .

1-3-3 Enter the abbreviation ## and the description ## (short

long text).

1-3-4 Confirm the dialog box (number of copied dependent entries) with .

1-3-5 Assign the organizational data profile ## to this transaction

type.

1-3-6 Choose

8/14/2019 CR100.pdf


© SAP AG CR100 5-27

1-4 In order to use the new transaction type, it is necessary to maintain

. If you are entering a sales item, you do not use your own item

category, but rather the SAP standard item category for a quotation item.

1-4-1 In Customizing, set up the item category determination.

1-4-2 Search (using ) for Trans. type and Item Cat. Group

. Select the line and choose .

1-4-3 Replace transaction type AG with your new transaction type .

1-4-4 Save your entries.

1-5 Test your new transaction type by creating a sales transaction of type ##.

1-5-1 Enter sold-to party ## and the of your previouslycreated product with the description ## and .

Save the transaction and note the number.

___________________

8/14/2019 CR100.pdf


© SAP AG CR100 5-28

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-30

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-32

8/14/2019 CR100.pdf


© SAP AG CR100 5-33


• Explain, implement and test incompleteness for transactions in

CRM

You want to create a new incompletenes procedure for your

transaction type ZA##, ##. The transaction shall be

classified as incomplete if the external reference is missing.

4-1 You would like to ensure that the sales transaction ZA## must have the External

Reference field maintained. You would like an error message if no data is entered

for the field. Create an incompleteness group with the description

for your transaction. Maintain the incompleteness procedure ## with the

description .

4-1-1 Define the incompleteness group ##.

4-1-2 Assign the incompleteness group to your transaction type .4-1-3 Create an incompleteness procedure with the description

.

4-1-4 Enter the details for the incompleteness procedure and define the

field so that an error appears if it is not filled. Save your data.

To see the field name, click in the field, press F1 help, and

choose . In the section, you

will see the field name

4-1-5 Create an incompleteness procedure . Enter in the field (incompleteness for transaction type)

and leave the field for the business partner blank. Enter in the

field.

4-1-6 See if your incompleteness procedure works on the business partner

##Stockmann AG. Therefore create a new transaction of type .

Is an error message displayed?

When you open the application log you can double-click on the message to

navigate to the corresponding field.

8/14/2019 CR100.pdf


© SAP AG CR100 5-34

8/14/2019 CR100.pdf


© SAP AG CR100 5-35


processing, you create a transaction in the CRM system.

1-1-1 Create a service transaction of the type for the sold-to

party ##.


__________________________________________________


field in the item details.


________


______________

1-2 If applicable, call the last service transaction you saved and analyze the item

category that was determined and also how it was determined.


type used?

1-2-2 Where in Customizing will you find the detailed settings for the item

category determined?


Is the indicator set for the item category?






___________________________________________________

______________________________________________________________________________________________________


category group.


Name suitable examples.

8/14/2019 CR100.pdf


© SAP AG CR100 5-36

1-3 You would like to create a new service transaction type ## (## ) in

Customizing. Create it as a copy of the existing transaction type ZSE1 and make

some small changes.

button




long text).


1-3-5 Assign the partner determination procedure and theorganizational data profile to this transaction type.

1-3-6 Choose

1-4 In order to use the new transaction type, it is necessary to maintain the item

category determination.


1-4-2 Using , search for transaction type and item category group

. Select the line and choose .

1-4-3 Replace transaction type ZSE1 with your new transaction type ##.

Choose .


1-5 Test your new transaction type by creating a service order of type ## .

1-5-1 Enter sold-to party ## and the product with the number## and the .

Set the status for this transaction.


________________

8/14/2019 CR100.pdf


© SAP AG CR100 5-37

2-1 To be able to productively use transaction type ## (## ) that you

created in the system (that is, to be able to create follow-up transactions), you must

make or check the required entries for transaction types and item categories (on

header and item level) in copying control.

2-1-1 Try to create a service confirmation of the type (transaction

type ) as a follow-up transaction for the ## you created


Does the system allow you to do this?

____________________

Why not?

____________________________________________________

2-1-2 In the Customizing of , checkwhether the relevant entry for copying the source transaction type ## to

the target transaction type is missing.

Now add the missing entry.

2-1-3 Test your settings and create a transaction of the type as a

follow-up transaction for ## and make a note of the

number.

____________________________

8/14/2019 CR100.pdf


© SAP AG CR100 5-38

8/14/2019 CR100.pdf


© SAP AG CR100 5-39

3-1 Settings for text determination

3-1-1 Which text determination procedure is used in transactions of the type

## ?

________________

3-1-2 Take a look at the settings for this text determination procedure in

Customizing.

What text types are used in the underlying text determination procedure?

__________________________________________________

3-1-3 Is an access sequence assigned to one of the text types used?

3-1-4 Copy the text determination procedure Enter ## as the

text determination procedure ID and ## as

the description.

Also include the text type ( ) in the text

determination procedure.

3-1-5 Assign the text determination procedure you created, , to your

transaction type ( ).

3-1-6 Use the transaction type to test that the text

determination procedure and the text type function correctly.

Create a and check that the new text type appears on the

tab page.

8/14/2019 CR100.pdf


© SAP AG CR100 5-40

8/14/2019 CR100.pdf


© SAP AG CR100 5-41




for your transaction. Maintain the incompleteness procedure ## with thedescription . 4-1-1 Define the incompleteness group ##.

4-1-2 Assign the incompleteness group to your transaction type .

4-1-3 Create an incompleteness procedure with the description

.

4-1-4 Enter the details for the incompleteness procedure and define the

field so that an error appears if it is not filled. Save your data.

To see the field name, click in the field, press F1 help, and

choose . In the section, you

will see the field name

4-1-5 Create an incompleteness procedure . Enter in the

field (incompleteness for transaction type)

and leave the field for the business partner blank. Enter in the

field.


##Stockmann AG. Therefore create a new transaction of type

.Is an error message displayed?



8/14/2019 CR100.pdf


© SAP AG CR100 5-42

8/14/2019 CR100.pdf


© SAP AG CR100 5-43



1-1-1 Create a sales transaction of the type for the sold-to party

. Use as an external reference.

Choose ( icon).

Choose .

Enter in the field and in the

field and confirm your entry.


_______________



The entries become effective when you press ENTER again

after making the settings.

Select the tab. In the field, the

technical key is also displayed before the name of the transaction type.


item list.


_______

Go to the tab page and in the field, enter the number

with the and confirm your entry.

The system determines the item type .


____________

8/14/2019 CR100.pdf


© SAP AG CR100 5-44

1-2 If applicable, call the last sales transaction you saved and analyze the item category

that was determined and also how it was determined.


type used?

button.




Select entry and click on the icon ( ).

The item category has .


In the dialog structure, double-click on

Select the transaction category and double-click on

in the dialog structure.The item category is .






category group.

tab page:

The Item Category Group field ( tab page), which is

distribution chain-dependent, is empty in this case and is

therefore not considered.

In this case, the item category determination is performed with the

influencing factors () and

().

…

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-46

1-3 You would like to create a new sales transaction type () in

Customizing. Create it as a copy of the existing transaction type AG and make

some small changes.


button.


Select the button before the line and then the icon.

1-3-3 Enter the abbreviation and the description (short

long text).

It is important that you change both the short and long texts

for .


If you are logged on in a language other than the course

language, it makes sense to translate the entry just created

into the course language.

Select and then the course language.

Enter a text that contains your group number.

1-3-5 Assign the organizational data profile to this transaction

type.

If you are no longer in the detail view of the transaction type, select your

transaction type and choose ( ).

In the field, enter the value

1-3-6 Choose

8/14/2019 CR100.pdf


© SAP AG CR100 5-47

1-4 In order to use the new transaction type, it is necessary to maintain

.


1-4-2 Search (using ) for Trans. type and Item Cat.Group . Select the line and choose .

Choose

Trans. Type:

Item Cat. Group:

Choose ENTER.

Select the row and choose .

1-4-3 Replace transaction type AG with your new transaction type ##.

Trans. Type: ##.

Choose ENTER.


1-5 Test your new transaction type by creating a sales transaction of type .

1-5-1 Enter sold-to party and the of your previously

created product with the description and .

Choose ( icon).

Select .

Enter in the field and confirm your entry.

In the field, enter the number of your product with the

and confirm your entry.



___________________

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-49

2-1 To be able to productively use transaction type (##) that you

created in the system (that is, to be able to create follow-up transactions), you

must make or check the required entries for transaction types and item categories

(on header and item level) in copying control.

2-1-1 Try to create a sales order of the type as a follow-up transaction

for the you created in the previous exercise.

Does the system allow you to do this?

Open the ## you created in the first exercise.

Choose .

Enter the number of the quotation and confirm your entry.

Choose .

, it is currently to create a follow-up transaction of the

type .

Why not?

After a new transaction type has been set up, only transactions of type

Contact or Task can be created without entries in copying control.

For all other types follow-up transactions, copy control entries are

necessary.

2-1-2 In the Customizing of , check

whether the relevant entry for copying the source transaction type ## to


Choose

Source transaction type:

Choose ENTER.

The system positions on a line that is alphabetically closest to the

transaction type ##. No entry with your transaction type exists (yet).

…

8/14/2019 CR100.pdf


© SAP AG CR100 5-50

…


Click the button.


Target transaction type: Choose ENTER and save.

Because you do not use your own item category in

, the transaction uses the standard

item category TAN, and a copy control entry

already exists (SAP Standard), you do not

have to make any additional settings.

2-1-3 Test your settings and create a transaction of the type as a follow-up transaction for ## and make a note of the number.


Choose .

Enter the number of the quotation and confirm your entry.

Choose .

Along with transactions of the type and , you now have theoption .

Choose .

Select the indicator ( ).

Choose .

Save the process.

8/14/2019 CR100.pdf


© SAP AG CR100 5-51


• Explain, implement and test text determination for transactions

in CRM

You want to understand and create settings for the text

determination for the transaction type you created in the last

exercise.

To do this, you analyze the existing text determination procedureand then make a number of changes in order to enter additional

text data.



##Quotation?

button

View the of your transaction type .

The transaction type uses the text determination procedure .


Customizing.


Select the text object ( )

Double-click on the entry in the structure tree.

Select the entry .


The text types

and are used.

8/14/2019 CR100.pdf


© SAP AG CR100 5-52

3-1-3 What could possibly be the source for text data in the text type?

For this, take a look at access , which is assigned

to text type .

In the details of the access sequence, you can see that it searches in the

text type of the business partner. If there is text data here,it can be copied into the header note of the business transaction.

3-1-4 Copy the text determination procedure . Enter ## as the


the description.

Also include the text type () in the text determination

procedure.

Naviagate to in the structure tree.

Select the entry and choose ( ).

Text determination procedure:

Dscrptn Proc.: ##

Choose ENTER:

In the dialog box that appears, confirm that you want to copy all dependent

entries.

Select the newly created text determination procedure and choose

.

Also include the text type () in the text determination

procedure.

Select .

Text Type:

Save your entries.


transaction type ().

Change the of your transaction type .


Save your entries.



Create a and check that the new text type appears on the tab page.

Yes, the new text type is displayed in transactions of the type

on the tab page (header data).

8/14/2019 CR100.pdf


© SAP AG CR100 5-53


• Explain, implement and test incompleteness for transactions

in CRM

You want to create a new incompletenes procedure for your new

transaction type. The transaction shall be classified as incomplete

if the external reference number is missing.




for your transaction. Maintain the incompleteness procedure ## with the

description .

4-1-1 Define the incompleteness group ##.

In the Dialog Structure navigate to

Click on . Create incompleteness group with the

description .

Save your entries.

4-1-2 Assign the incompleteness group to your transaction type .

Search for your transaction type and assign incompleteness group

to it.

4-1-3 Create an incompleteness procedure with the description

.

In the Dialog Structure navigate to

Click on . Create an incompleteness procedure with the

description .

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-55



1-1-1 Create a service transaction of the type for the sold-to

party ##.

Choose ( icon).

Choose



______________



Select the tab. In the field, the

technical key is also displayed before the name of the transaction

type.


field in the item details.Which item category is determined by the system?

________

In the ( ) field, enter the number with the




______________

8/14/2019 CR100.pdf


© SAP AG CR100 5-56

1-2 If applicable, call the last service transaction you saved and analyze the item

category that was determined and also how it was determined.


type used?

button.



Choose .


Is the indicator set for the item category?


The item category contains the date profile .


Select the transaction category and double- click on

in the dialog structure.

The item category is indicated as .



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

The item category is (because in this scenario the

confirmation item is relevant for billing).

8/14/2019 CR100.pdf


© SAP AG CR100 5-57





______________________________________________________________________________________________________

___________________________________________________


category group.

tab:

The Item Category Group field ( tab page), which is

distribution chain-dependent, is empty in this case and istherefore not considered.

In this case, the item category determination is performed with the

influencing factors () and

().

Choose , enter this data in the dialog box, and confirm

with ENTER.

The system positions on the corresponding entry in the table.

Select the entry and choose Details ( icon).

The item category is used as a default value. There is the option ofusing the alternative item category .


Name a suitable example.

Along with the transaction type and the item category group, the

and a can be used to influence the item category

determination.

: You want to differentiate between spare part items in the

service transaction and those spare part items that are assigned directly to

a service item.

In this case, you can include the item category group of the higher-level

item in the determination of the item category.

8/14/2019 CR100.pdf


© SAP AG CR100 5-58

1-3 You would like to create a new service transaction type ## (## ) in

Customizing. Create it as a copy of the existing transaction type ZES1 and make

some small changes.


button


Select the button before the line and then the icon.


long text).

It is important that you change both the short and long texts

for ## .


If you are logged on in a language other than the course

language, it makes sense to translate the entry just created

into the course language.

Select and then the course language.

Enter a text that contains your group number.

1-3-5 Assign the partner determination procedure and the

organizational data profile to this transaction type.

If you are no longer in detail view of the transaction type, select your

transaction type and choose ( ).

Enter the value in the partner determination procedure field

and the value in the field.

1-3-6 Choose

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-60

8/14/2019 CR100.pdf


© SAP AG CR100 5-61

2-1 To be able to productively use transaction type ## (## ) that

you created in the system (that is, to be able to create follow-up transactions), you

must make or check the required entries for transaction types and item categories

(on header and item level) in copying control.

2-1-1 Try to create a service confirmation of the type (transaction

type ) as a follow-up transaction for the ## you created



Choose .

Enter the number of the order and confirm your entry.

Choose .

, it is currently to create a follow-up transaction of the type

.

Why not?

After a new transaction type has been set up, only transactions of type

Contact or Task can be created without entries in copying control.

For all other types follow-up transactions, copy control entries are

necessary.

2-1-2 In the Customizing of , checkwhether the relevant entry for copying the source transaction type ## to


Choose


Choose ENTER.

The system positions on a line that is alphabetically closest to the

transaction type ##. No entry with your transaction type exists (yet).


Click the button.


Target transaction type:

Choose ENTER and save.

…

8/14/2019 CR100.pdf


© SAP AG CR100 5-62

…

Because you do not use your own item category in

, the transaction uses the

standard item category SVCP, and a copy control entry

already exists, you do not have to make any

additional settings.

2-1-3 Test your settings and create a transaction of the type as a

follow-up transaction for ## and make a note of the

number.


Choose .

Enter the number of the order and confirm your entry.Choose .

Along with transactions of the type and , you now have the

option .

Choose .

Select the indicator ( ).

Choose .

Save the process.

8/14/2019 CR100.pdf


© SAP AG CR100 5-63



## ?

button

View the of your transaction type .

The transaction type uses the text determination procedure


Customizing.


Select the text object ( )


Select the entry .


The text types and

are used.

3-1-3 Is an access sequence assigned to one of the text types used?

, an access sequence was not assigned to any of the text types.

3-1-4 Copy the text determination procedure . Enter ## as the


the description.

Naviagate to in the structure tree.

Select the entry and choose ( ).


Dscrptn Proc.: ##

Choose ENTER:

…

8/14/2019 CR100.pdf


© SAP AG CR100 5-64

…

In the dialog box that appears, confirm that you want to copy all dependent

entries.

Select the newly created text determination procedure and choose

.

Also include the text type ( ) in the textdetermination procedure.

Select .

Text Type:

Save your entries.


transaction type ( ).

Change the of your transaction type .


Save your entries.



Create a and check that the new text type appears on the

tab page.

Yes, the new text type is displayed in transactions of the type

on the tab page (transaction data).

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 5-66

4-1-5 Create an incompleteness procedure . Enter in the

field (incompleteness for transaction type)

and leave second field (incompleteness business

partner) empty. Enter in the field.

In the Dialog Structure navigate to , choose and enter

the following

Incompleteness Group Transact.:

Procedure:


##Stockmann AG. Therefore create a new transaction of type

.

Is an error message displayed?

, an error message is displayed if the External Reference field is empty.



8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 6-2

© SAP AG2004

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 6-4

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 6-5

© SAP AG2004

Activity management is an important component of mySAP Customer Relationship Management

(mySAP CRM). It assists in the administration of all activities the employees of your company have

worked on. All data that are stored in an activity consist of important information sources, to which

all relevant employees must have access.

Activities can be telephone calls, customer calls, general preparatory tasks, reminders of

appointments (private and business-related), and so on.

Two types of activity are to be distinguished: business activities and tasks.

A contains information about business partner interaction on a particular date.

A contains information about what one or more employees have to complete by a particular

date.

8/14/2019 CR100.pdf


© SAP AG CR100 6-6

© SAP AG2004

All activities consist of basic and more detailed information on various tab pages

(header data).

The contains fields for the description, date and time, category, and partner information.

The tab page is divided into several areas and contains the following detailed information:

Priority, completion, and result (status) of the activity

Reason and goal of the activity

General information, for example, who created the activity and when. The possible entries for these

fields are defined in Customizing under the following path: →

On the other tab pages, you can process and send texts, display and change business partner

information, check organizational data, enter activity-specific addresses, and display a detailed view

of all dates.

When you work with , the system does not show the tab pages for organizational data and

addresses because this data is relevant only when the activity includes an activity partner.

8/14/2019 CR100.pdf


© SAP AG CR100 6-7

© SAP AG2004

Business activities are used to record public interactions, for example, activities that are carried out

on behalf of the enterprise. Examples of business activities are telephone calls, letters or sales calls.

You can define these various activity types to meet the requirements of your enterprise in the

Customizing for Customer Relationship Management under →

A business activity must have a partner, a start date and a finish date.

You use tasks when you want to create an activity that is not associated with a business partner

(except a responsible employee). Tasks can, like activities, be public or private and cover a wide

range of possibilities, for example, the preparation of a customer presentation, or a reminder to buy a

birthday card. If you mark a task as , it cannot be viewed by other users.

8/14/2019 CR100.pdf


© SAP AG CR100 6-8

© SAP AG2004

You make the settings for the transaction types in three stages, each stage being based on the

previous one:

Defining transaction types: In addition to the description of the transaction type, you can define

important control attributes such as the leading business transaction category, the text

determination procedure, the partner determination procedure, the status profile, the organizational

data profile, and the number range assignment.

Assigning the business transaction category: You can assign a transaction type to one or more

business transaction categories. Only specific combinations of business transaction categories are

possible. You can select additional business transaction categories dependent on the leading

business transaction category.

Customizing at header level: Dependent on the business transaction category, various settings

should be performed here.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 6-10

© SAP AG2004

Customer surveys

Customer visit evaluation

Customer satisfaction surveys, and so on

The in the activity is based on the Survey Tool.

You can use the questionnaire for all question and answer forms that contribute to the maintenance

of your customer relationships. The following examples show how the questionnaire can be used:

A telephone call script, which leads you through the conversation with the customer

A customer feedback form

Sales call reports for your sales employees

It is possible to evaluate surveys either with or without using an SAP BW system.

You can find the Customizing settings in the IMG under → →

After the necessary Customizing settings have been made, the activity will contain the

tab page. If you do not maintain questionnaire determination, the tab

page is shown.

The transaction code for the CRM Survey Suite is /ncrm_survey_suite.

Questionnaires are also used for transactions of the type Lead, Opportunity and Workshop Repair.

8/14/2019 CR100.pdf


© SAP AG CR100 6-11

© SAP AG2004

Products or product categories

Product-related information such as what products were discussed with thecustomer, or the number of samples given to the customer

The information in the activity journal may or may not be product-related. An activity journal can

contain the following information:

Type and number of products discussed with customers or samples handed out to customers, for

example, in the pharmaceuticals industry

Position of products in store, for example, whether they are placed on the promotional shelf, at the

check-out or near the store entrance

Customer feedback

The information gathered in activity journals can be used to:

Track the distribution of samples in the pharmaceuticals industry

Analyze sales data, for example, number of products handed out to customers

Track the progress of your sales team, for example, the number of discussions held with customers

and the result of these discussions

Detect possible problem areas, for example, slow and non-moving products

To enable product entries in activities, you must make entries in the customizing of the item category

determination.

You may define additional fields for activity journals.

Example: Transaction type 0020 (business activity with product).

8/14/2019 CR100.pdf


© SAP AG CR100 6-12

© SAP AG2004

You can synchronize CRM activities with the groupware calendar so that CRM business activities

can also be displayed, for example, in Outlook. This is an additional function to synchronizing

normal appointments from the SAP calendar.

The must be installed.

The CRM business activity must be assigned to a user. All SAP users must also have SAPoffice

users and a user in the Outlook calendar.

8/14/2019 CR100.pdf


© SAP AG CR100 6-13

© SAP AG2004

As of SAP CRM 4.0, exchange in both directions is possible, that is, from CRM to groupware and

from groupware to CRM.

You can integrate CRM Activity Management with groupware applications, that is, Microsoft

Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM

calendar and your own groupware calendar. Data exchange is two-way, enabling you to display

activities and their data, such as date, time, location and business partners involved, which you have

maintained in the CRM system, in your own office management system, and vice versa. This allows

you to work more quickly and effectively because you do not have to keep referring back to your

CRM calendar or your groupware calendar to check your appointments and tasks.

When you create or change a business activity or task in CRM Activity Management, it is saved in

the database as a business document (BDoc), and then sent to CRM middleware. Middleware calls

adapters, and sends the activity to the map box. The business activity is then converted to iCalendar

format, making it compatible with groupware applications.

Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged

automatically in the background, without having to be triggered by the user.

8/14/2019 CR100.pdf


© SAP AG CR100 6-14

© SAP AG2004

Groupware integration is achieved by a set of and .

The SAP on the CRM server supports the transformation of messages. It is

based on SyncPoint technology.

BDoc messages are transformed to standard groupware formats, such as iCalendar and vCard, by

means of a generic groupware adapter using a sophisticated XSLT mapping framework, which is

known as the . Predefined mappings are delivered for groupware integration.

SAP external to the CRM server perform the message synchronization

between the CRM server and the groupware server. Message transfer is performed using a reliable

and open messaging interface based on XML-SOAP. The standard groupware object formats are

transformed to proprietary groupware object formats.

8/14/2019 CR100.pdf


© SAP AG CR100 6-15

© SAP AG2004

The Activity Monitor can be called up with → → .

The Activity Monitor allows you to select activities using various criteria. The list output can be

adapted using the ABAP List Viewer (ALV) function.

For more information on this and other activity analyses, see the SAP library: →

→ → →

→ → →

8/14/2019 CR100.pdf


© SAP AG CR100 6-16

© SAP AG2004

The fact sheet delivers an immediate and compact overview of business partner information from

several sources, for example, business partner master data, statistical data, and transaction data. In

this way, you can quickly and simply display the most important details for your main customers or

business transaction partners.

The most important steps for modifying the fact sheet are the view definition, the assignment of info

blocks to views, and the assignment of views to user roles:

With this step you can create new views for the fact sheet. Each view can

contain a contrasting number or selection of info blocks. This allows you to adjust the view

according to the requirements of the user.

In this step, you can assign particular views to particular

single roles. Therefore, the information you see on the fact sheet depends on the application in

which you are working or on the user group to which you are assigned.

(This step is optional.)

8/14/2019 CR100.pdf


© SAP AG CR100 6-17

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 6-18

8/14/2019 CR100.pdf


© SAP AG CR100 6-19


• Set up a transaction of the type Activity

• Find activities using a monitor

• Personalize the Business Partner Cockpit and the Fact Sheet

You want to become more familiar with the activity maintenance in the

CRM system for your trade fair business. You set up a new transaction

type of the type trade fair activities and familiarize yourself with a numberof functions in the activity maintenance. This includes selecting activities

using the activity monitor and using the Businss Partner Cockpit and the

Fact Sheet.

1-1 For the customer visits that result from these activities, set up your own

in the system as a new transaction type with defined default values.

1-1-1 In Customizing, maintain a new activity goal with the description

## .

1-1-2 Copy the existing transaction type , and enter as thetransaction type and ## as the name and long description.

Assign the organizational data profile and the action

profile to the new transaction type.

In the area, assign your newly created aim to the

transaction type and set the priority to .

A ##Trade Fair Visit should generally be relevant for the calendar. It should

not be possible to create a private ##Trade Fair Visit. Set or check the

corresponding indicators.

1-1-3 Now test the new transaction type by creating a contact of the type ## for a week from today, 2.00-3.00 p.m. Use ##

as the description and ## as the contact person.

Check whether the system’s defaults for priority and aim are correct.

Can you mark the activity as private?

Will the activity appear in the calendar of the employee responsible?

Why, or why not?

Save the activity and check whether it appears in the calendar.

8/14/2019 CR100.pdf


© SAP AG CR100 6-20

1-2 Creating a follow-up activity.

1-2-1 From the , create a follow-up activity with transaction

type . Use as the description,

as the category, and a planned date that is before the actual

sales call that you previously created.Save the task and check the document flow.

1-2-2 Navigate back to ##Trade Fair Visit and call up the tab page. Try to

execute the action .

Later in the course, the more detailed relationships for executing and

automatically processing actions will be explained.

1-3 Activity Monitor

1-3-1 Use various methods to search for the activites you created in the previous

exercises.

1-4 Now you want to add a personalized view to the fact sheet in the business partner

cockpit which will enable you to view various business partner-specific information

at the same time.

1-4-1 Call the business partner cockpit directly from the transaction processing or

from the SAP menu (

) and enter the of the customer , if

necessary.

1-4-2 In the area, define your own view as

and assign the following info blocks / sequences.

and

1-4-3 In the Business Partner Cockpit, check the new fact sheet view for your new

customer

8/14/2019 CR100.pdf


© SAP AG CR100 6-21

1-1 For the customer visits that result from these activities, set up your own

in the system as a new transaction type with defined default values.

1-1-1 In Customizing, maintain a new activity goal with the description

## .

Choose .

Select .

Aim:

Description:

Save your entries and choose Back twice to return to the IMG menu.

1-1-2 Copy the existing transaction type , and enter as the

transaction type and as the name and long description.

Select ( ) the transaction type and choose

( ).

Trans.Type: ZB##

Description: ##Trade Fair Visit

Long Name: ##Trade Fair Visit

Choose ENTER to perform the copy procedure and then confirm the dialog

box.

Assign the organizational data profile and the action

profile to the new transaction type.

Select the new transaction type and choose Details ( ).

Organizational Data Profile:

Action Profile: .

…

8/14/2019 CR100.pdf


© SAP AG CR100 6-22

…

In the area, assign your newly created aim to the

transaction type and set the priority to .


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

Goal: .

A Trade Fair Visit should generally be relevant for the calendar. It should

not be possible to create a private Trade Fair Visit. Set or check the

corresponding indicators.

The corresponding indicators and

should have the correct default values. If this is not the case,

change the indicators to meet the requirements.

1-1-3 Now test the new transaction type by creating a contact of the type for a week from today, 2.00-3.00 p.m. Use

as the description and as the contact person.

Check whether the system’s defaults for priority and aim are correct.

Choose ( icon) and then

.

Activity Partner:

Desc:

Planned date from:

Planned date to:

Can you mark the activity as private?

The indicator is grayed-out because of the default setting and is not

ready for input.

Will the activity appear in the calendar of the employee responsible? Why,

or why not?

Select the tab. If the indicator is set in thefunction , then the activity is entered in the

corresponding calendar because the condition is fulfilled (the transaction

type is indicated as relevant to the calendar in Customizing).

Save the activity and check whether it appears in the calendar.

Choose Save and then navigate to the tab page in the .

Alternatively, you can also call the calendar using the Business Workplace

(SAP menu, icon, Calendar button).

8/14/2019 CR100.pdf


© SAP AG CR100 6-23

1-2 Creating a follow-up activity.

1-2-1 From the , create a follow-up activity with transaction

type . Use as the description,

as the category, and a planned date that is before the actual

sales call that you previously created.Save the task and check the document flow.

Choose ( ) and .

Desc.

Category:

Planned date from:

Planned date to:

Choose Save and open the document flow ( ).

You see an immediately preceding document of the type

.

1-2-2 Navigate back to ##Trade Fair Visit and call up the tab page. Try to

execute the action .

You can thus navigate directly from the document flow to the Trade Fair

Visit, for example.

Alternatively, you could navigate by means of the transaction history

( ).

Take the activity being processed and choose the tab page.

Choose ( ) and then .

Later in the course, the more detailed relationships for executing and

automatically processing actions will be explained.

8/14/2019 CR100.pdf


© SAP AG CR100 6-24

1-3 Activity Monitor

1-3-1 Use various methods to search for the activites you created in the previous

exercises.

Use one of the following selection variants and then perform the

selection ( ).

Selection variant 1: Select .

Selection variant 2: In the field, enter the number of the

customer .

Selection variant 3: Enter in the field.

1-4 Now you want to add a personalized view to the fact sheet in the business partner

cockpit which will enable you to view various business partner-specific information

at the same time.

1-4-1 Call the business partner cockpit directly from the transaction processing or

from the SAP menu (

) and enter the of the customer ,

if necessary.

If you are in the transaction processing, choose the

button.

Alternatively, choose

.

If necessary, in the field, enter the number of the

customer ##.

1-4-2 In the area, define your own view as

and assign the following info blocks / sequences.

and

Choose .

Choose

View:

Select:

Select the new view and choose .

Select and assign the info blocks in accordance with the instructions and

save your entries.

1-4-3 In the Business Partner Cockpit, check the new fact sheet view for your new

customer .

Select the and check the information.

8/14/2019 CR100.pdf


© SAP AG CR100 7-1

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 7-2

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 7-3

© SAP AG2004

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 7-5

© SAP AG2004

Partner determination controls business partner processing in transaction processing. Partner data can

be checked for correctness using rules defined in Customizing. In this way, the user creates

complete, consistent transactions.

All transactions in CRM involve business partners. Partner processing allows you to work with these

partners efficiently and consistently.

Partner processing includes partner determination, the procedure with which the system

automatically finds and enters partners in transactions.

Partner processing allows you to define partners with your company’s terminology. It also lets you

specify many aspects of how partners are handled in transactions and lets you set how CRM and R/3

exchange partner processing information. This means that end users do not have to think about

partner processing.

8/14/2019 CR100.pdf


© SAP AG CR100 7-6

© SAP AG2004

The main business partner is entered during transaction processing. In Sales, this is usually the sold-

to party; in an opportunity, this is the sales prospect; and in activities, the activity partner.

Partner processing ensures that other partners involved in the transaction are determined

automatically by the system.

In the case of a sales transaction, for example, these other partners are the ship-to party, the bill-to

party and the payer.

In the case of an opportunity, for example, these other partners are the contact person(s) of the

sales prospect and the (own) responsible employees.

8/14/2019 CR100.pdf


© SAP AG CR100 7-7

© SAP AG2004

Smith, Steven608Employee

Responsible

HiTech Ltd, 34560 Washington4711

...

HiTech Ltd, 34560 Washington

HiTech Ltd, 12340 New York

Malecki, Tom, 34560 Washington

HiTech Ltd, 34560 Washington

4711

......

4812

0815Contact person

4711

In a transaction, partners can be determined at both header and item level. The partners found do not

necessarily need to match.

1. Which partners must be involved in the transaction?

It is possible to define that certain partners are mandatory for a business transaction. If the

determination fails or no partner was entered manually by the user, the business transaction will

result in an error.

2. Are the partners determined automatically or completed manually?

Using access sequences (search strategies) it is possible to determine partners automatically.

3. When are the partners determined?

Three determination times can be used:

Once a business transaction is saved, no automatic partner determination will take place.

4. Partners are also determined at the item level.

It is possible that different partners will be determined at the item and header levels. It is possible

that a responsible employee will be found due to the product category, for example.

5. Suggest alternatives

The function can also be used to redetermine partners in saved

documents and for triggering partner determination for empty partner functions saved previously

in a document.

8/14/2019 CR100.pdf


© SAP AG CR100 7-8

© SAP AG2004

: This classification of responsibilities is used as a system key for

identifying the partner function and the business partners who carry out these responsibilities. The

SAP CRM system includes SAP predefined partner function categories that cannot be changed or

created again. Example: The partner function has the partner function category

.

Terms for describing people with whom you do business. Customers can also be

referred to as sold-to parties, clients, patients or tenants. Partner functions describe those partners

that you use in your organization. You can assign names freely.

Rules that determine how the system works with business

partners during transaction processing. This procedure combines partner functions and access

sequences and contains additional information.

A search strategy for determining the data sources the system uses for partner

determination and the order in which the sources are used.

mySAP CRM partner processing has two important advantages over SAP R/3 partner determination:

Using the ordering of accesses in the (search strategy), it is possible to look for

involved partners in more than one place (sequence).

There are more in which partners involved in a transaction can be found.

8/14/2019 CR100.pdf


© SAP AG CR100 7-9

© SAP AG2004

•

•

•

•

•

•

Partner function categories are predefined “classifications” to which partner functions are assigned.

The system uses these categories to identify partner functions and to work with them.

Partner functions are defined in Customizing.

→ → →

→ .

When you define a partner function, you can assign a (corresponding) relationship category. This

relationship category is equivalent to the business partner relationship category.

Example: The relationship category is assigned to the partner function

.

If an access sequence is defined for determining the employee responsible from the business

partner relationships, then the corresponding person must be assigned with the relationship

category ( ).

Lock: specifies whether the source partner for a partner determination is added to the results list of

that determination.

Example: If the lock field is set for the contact person partner function, then the sold-to party is not

determined as its own contact person in a sales transaction, for example. If, on the other hand, the

lock field is not set, then the sold-to party can also appear as the contact person function in the

transaction.

8/14/2019 CR100.pdf


© SAP AG CR100 7-10

© SAP AG2004

Partner determination procedures are defined in Customizing.

→ → →

→

A can be assigned to a transaction type and an item category. A

partner determination procedure consists of three levels:

Procedure user (for example, sales transaction, service transaction, opportunity)

Partner functions in the procedure (for example, sold-to party, employee responsible)

Interface settings (which partners are displayed in the transaction in the view?)

You can a for the determination, that is, the partners

stored in the procedure are not automatically found by the system but need to be maintained

manually. For performance reasons, it can be useful to make this adjustment, for example, with

Internet Sales transactions.

It can be useful to analyze partner processing for testing reasons. You can display a log. For

performance reasons, it is best not to always record a log.

The can be set for each partner function. However, partner determination occurs

only before the initial save. If a transaction is saved and then subsequently altered, no new partner

processing (determination) takes place.

8/14/2019 CR100.pdf


© SAP AG CR100 7-11

© SAP AG2004

Access sequences are defined in Customizing.

→ → →

→

In the partner determination procedure, you can select which access sequence should be used to

determine the partner for each partner function. If there is no access sequence in the partner

determination procedure for a partner function, you can enter the partner manually.

The following are access sources:

Business partner relationships

Business partner relationships by sales area

CRM organizational model (via determination rules)

Preceding documents

Customer-specific sources, defined in the form of BAdI methods (such as

DETERMINATION_ADD_IN_1) (BAdI definition )

8/14/2019 CR100.pdf


© SAP AG CR100 7-12

© SAP AG2004

The business transaction (for example, quotation, order, service contract) is assigned to the

transaction type in Customizing.

Procedure-users are assigned to the partner determination procedure.

Business transaction type and determination procedure must match in order to assign a partner

determination procedure to a transaction type.

8/14/2019 CR100.pdf


© SAP AG CR100 7-13

© SAP AG2004

The partner function is used in SAP ERP. In SAP CRM, however, the same partner

function is known as . In Customizing ( →

→ → →

), you can specify that SAP R/3 sold-to parties are SAP CRM customers.

In SAP CRM, the partner function is used. In SAP R/3 the same partner function is known

as . In Customizing ( → →

→ →

), you can specify that SAP CRM customers are SAP R/3 sold-to parties.

8/14/2019 CR100.pdf


© SAP AG CR100 7-14

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 7-15


• Describe and explain the fundamental concepts of CRM PartnerProcessing

• Create both a partner determination procedure and a sequence access in

Customizing

Within your trade fair business framework, you want to set up partner

processing for the transaction type according to your own

requirements. You want to utilize business partner relationships and enter

the contact persons in the document as partners.

1-1 Analyze partner processing for the sales transaction in Customizing.

In a separate parallel session, create a sales transaction with transaction type

. Use your business partner ## as Sold-To Party.

1-1-1 Which partner functions were automatically found by the system for this

particular sales transaction?

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

Does the system also determine a contact person?

1-1-2 What access sequence is used to search for the Employee Responsible?

_______________________1-1-3 Can you manually maintain additional partners in the partner view? If so, do

this.

8/14/2019 CR100.pdf


© SAP AG CR100 7-16

1-2 Set up partner processing. You want to use a partner determination procedure for

the transaction of the type ##Quotation that will determine at least one of the

customer’s contact persons.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its

dependent entries to . Name the new partner determination procedure

1-2-2 Create a single access sequence

with individual accesses, which searches for a partner within the

relationships maintained in the business partner master record. Enter for

the batch and dialog sequences, as the

source, and as the partner function.

1-2-3 Enhance the partner determination procedure with the partner

function , which the system finds automatically.

The partner function should occur at least once and

no more than three times.

For determination, use the access sequence , which you created in the

previous exercise.

You do not have to maintain the remaining fields.

1-2-4 Make sure that the address usage for partner function Ship-to

party is used. For all other partner functions the should be

determined within transactions.

1-2-5 Display the partner function on the header

screen as well (user interface settings!).

1-2-6 Assign the partner determination procedure ## to transaction type

## (##).

1-2-7 Test the new partner determination procedure by creating the sales

transaction Does the system now find the contact person who

was stored as a relationship to the business partner (see Business Partners

exercises)?

____________________________

8/14/2019 CR100.pdf


© SAP AG CR100 7-17

1-3 Comprehension questions on partner processing

1-3-1 What concept makes partner processing particularly flexible? Explain why.

_____________________________________________________

__________________________________________________________________________________________________________

_____________________________________________________

1-3-2 Can you define your own partner functions in Customizing?

___________________________

1-3-3 Can you define your own partner function categories?

___________________________

1-3-4 What (business partner) relationship category is evaluated if you try to

determine the partner function using an accesssequence that searches in the business partner’s relationships?

Test this by assigning the to the partner function

. Then maintain the corresponding relationship for

the business partner ##Stockmann AG and use any existing employee, such

as Lou Windham, for example (business partner number 400440).

8/14/2019 CR100.pdf


© SAP AG CR100 7-18

8/14/2019 CR100.pdf


© SAP AG CR100 7-19

2-1 Analyze partner processing for the service transaction ## in

Customizing. In a separate parallel session, create a service transaction with

transaction type ## . Use your business partner ## as

Sold-To Party.


particular service transaction?

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________


Is it Michael ##Contact?


_______________________

2-1-3 Can you manually maintain additional partners in the partner view? If so, do

this.

8/14/2019 CR100.pdf


© SAP AG CR100 7-20


the transaction of the type ##Service Order that will determine at least one of the

customer’s contact persons (Michael ##Contact).

2-2-1 Copy the partner determination procedure

() with all its dependent entries to ##. Name the newpartner determination procedure






2-2-3 Change the partner determination procedure and assign the access

sequence you just created to the partner function.

In addition to this, the partner function should occur

at least once and no more than three times.

2-2-4 Display the partner function on the header screen

as well (user interface settings!).

2-2-5 Assign the partner determination procedure ## to transaction type ##

(## ).

2-2-6 Test the new partner determination procedure by creating the service

transaction Does the system now find the contact person

who was stored as a relationship to the business partner (see Business

Partners exercises)?

____________________________

8/14/2019 CR100.pdf


© SAP AG CR100 7-21



_____________________________________________________

__________________________________________________________________________________________________________

_____________________________________________________


___________________________


___________________________







8/14/2019 CR100.pdf


© SAP AG CR100 7-22

8/14/2019 CR100.pdf


© SAP AG CR100 7-23

:

1-1 Analyze partner processing for the sales transaction in Customizing.

In a separate parallel session, create a sales transaction with transaction type

. Use your business partner ## as the Sold-To Party.


particular sales transaction? Was a contact person found?

button

The partner determination procedure 00000001 is assigned to transaction

type AG (Telesales).

The partner determination procedure 00000001 contains the following fivepartner functions:



View the details for the partner function Employee Responsible in partner

determination procedure 00000001 (Telesales).


this.

In your second session, go to the tab page in the sales transaction

and enter, for example, a contact person (e.g. the Business Partner numberof Michael Contact ##).

8/14/2019 CR100.pdf


© SAP AG CR100 7-24

1-2 Implement partner processing. You want to use a partner determination procedure

for the transaction of the type ##Quotation that will determine at least one of the

customer’s contact persons.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its

dependent entries to . Name the new partner determination procedure

Select the entry and choose . Confirm the

dialog box and copy all dependent entries. Name the new partner

determination procedure

Save your data and go back to the IMG.






Choose and enter as the ID and ##

as the description.

Select the new access sequences and choose . Enter the

following data:

Batch Sequence:

Dialog Sequence:

Source:

Partner function:

Save the data and go back to the IMG.

1-2-3 Enhance the partner determination procedure with the partner

function , which the system finds automatically.

The partner function should occur at least once and

no more than three times.

For determination, use the access sequence , which you created in the

previous exercise.

…

8/14/2019 CR100.pdf


© SAP AG CR100 7-25

…

Select the partner determination procedure and then double-click

. Click on .

Partner function:

Number of Occurrences (Lowest):

Number of Occurrences (Highest):

Access Sequence

1-2-4 In the details of partner function Ship-To Party choose from

the drop down list

In the details of all other partner functions mark the checkbox .

1-2-5 Display the partner function on the header

screen as well (user interface settings!).Double-click on .

Partner Function 3:

1-2-6 Assign the partner determination procedure ## to transaction type

## (##).

Search for transaction type and change the Enter in

the field .


transaction Does the system now find the contact person who

was stored as a relationship to the business partner (see Business Partners

exercises)?

Create a transaction ## and use the sold-to party ##

Now, no dialog box should appear because of unclear address

determination.

On the tab, you should be able to see the Responsible employee

partner function.

Go to the tab page. The system found the contact person Michael

##Contact

8/14/2019 CR100.pdf


© SAP AG CR100 7-26



Access sequences enable the formulation of search strategies to search for

individual partners. For example the can be

determined through organizational data determination or, if no partners arefound here, can be entered manually by the system user.


Yes, it is possible to define your own partner functions to fit your personal

requirements.


Partner function categories cannot be enhanced in Customizing.



button

The partner function ( ) is assigned to the

relationship category .





Select the partner determination procedure and then double-click .

Select partner function and call up the details.

In the access sequence field, enter the access sequence you just created.

Maintain an relationship as explained in Business Partner

exercise 1-2-2.

Create a new ##Quotation and test if your settings were implemented

correctly.

8/14/2019 CR100.pdf


© SAP AG CR100 7-27

2-1 Analyze partner processing for the sales transaction ## in

Customizing. In a separate parallel session, create a sales transaction with

transaction type ## . Use your business partner ## as

Sold-To Party.


particular service transaction?

button

The partner determination procedure is assigned to transaction

type (Service Process).

The partner determination procedure contains the following

partner functions:

and


Is it Michael ##Contact?


Display the details for the partner function.


this.

In your second session, go to the tab page in the service process in

the and enter another contact person (the Business Partner

number for Michael Contact , for example).

8/14/2019 CR100.pdf


© SAP AG CR100 7-28


the transaction of the type ##Service Order that will determine at least one of the

customer’s contact persons (Michael ##Contact).

2-2-1 Copy the partner determination procedure

() with all its dependent entries to ##. Name the new

partner determination procedure .

Select the entry and choose . Confirm the dialog box

and copy all dependent entries. Name the new partner determination

procedure

Save your data and go back to the IMG.

2-2-2 Create a single access sequence , ,





Choose and enter as the ID and ##

as the description.

Select the new access sequences and choose . Enter the

following data:

Batch Sequence:

Dialog Sequence:

Source:

Partner function:

Save the data and go back to the IMG.

2-2-3 Change the partner determination procedure and assign the access

sequence you just created to the partner function.

In addition to this, the partner function should occur

at least once and no more than three times.

Select the partner determination procedure and then double-click

. Choose the partner function

.

Number of Occurrences (Lowest):

Number of Occurrences (Highest):

Access Sequence

8/14/2019 CR100.pdf


© SAP AG CR100 7-29

2-2-4 Display the partner function on the header screen

as well (user interface settings!).

Double-click on .

Partner Function 3:

2-2-5 Assign the partner determination procedure ## to transaction type ##

(## ).

Search for transaction type and change the . Enter in the

field .


transaction Does the system now find the contact person

who was stored as a relationship to the business partner (see Business

Partners exercises)?

Create a transaction ## and use the sold-to party

##

You should be able to see the contact person partner function and the found

partner Michael ##Contact in the area.

8/14/2019 CR100.pdf


© SAP AG CR100 7-30



Access sequences enable the formulation of search strategies to search for

individual partners. For example the can be

determined through organizational data determination or, if no partners arefound here, can be entered manually by the system user.


Yes, it is possible to define your own partner functions to fit your personal

requirements.


Partner function categories cannot be enhanced in Customizing.



button

The partner function ( ) is assigned to the

relationship category .





Select the partner determination procedure and then double-click .

Select partner function and call up the details.

In the access sequence field, enter the access sequence you just created.

Maintain an relationship as explained in Business Partner

exercise 1-2-2.

Create a new ##Service Order and test if your settings were implemented

correctly.

8/14/2019 CR100.pdf


© SAP AG CR100 8-1

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 8-2

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 8-3

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 8-4

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 8-5

© SAP AG2004

Actions refer to the Post Processing Framework (PPF) Basis Components, which can automatically

trigger output, follow-up activities or workflows.

You can normally use the tab page in a business transaction to edit a list of possible actions

for the business transaction.

8/14/2019 CR100.pdf


© SAP AG CR100 8-6

© SAP AG2004

•

•

•

•

•

•

An action profile is determined from the corresponding transaction type or item category.

You assign an action profile to a transaction type/item category.

You define an (condition technique; the same as pricing).

Actions are stored as action definitions within an action profile.

You can control action processing using different settings and parameters:

Action changeable or executable in dialog

Action displayed in toolbar (SAP GUI)

Processing time

Partner dependence

Action merging

Processing types

Only one processing type is allowed for each action definition in online execution.

Generally speaking, you should not model any dependencies between actions.

8/14/2019 CR100.pdf


© SAP AG CR100 8-7

© SAP AG2004

There are two modes available for defining conditions:

Mouse-oriented PC mode

Direct text entry mode (traditional)

User settings can be made to change between both modes.

When editing conditions, you can use expressions and constants and connect them with operators,

for example, Status = ’in process’.

Conditions can be checked for proper syntax and tested.

8/14/2019 CR100.pdf


© SAP AG CR100 8-8

© SAP AG2004

If you select as the processing time, the action is started as soon as the start condition is

fulfilled.

If you select Process when saving the document, the action is started when the document is saved.

If you select Process using the Selection Report, the action is started after a selection report is

executed if the start condition has been fulfilled. This processing type is particularly useful for

actions that are used for deadline monitoring (such as monitoring the Service Level Agreement).

Actions are displayed in transactions that support actions and to which an action profile is assigned.

You can display a list of actions scheduled for the transaction on the transaction’s tab page.

The following information is displayed in the list for each action:

Status (action scheduled, action processed)

Description (purpose of action)

Conditions (settings for action definition and conditions are displayed)

Creator, Creation date

8/14/2019 CR100.pdf


© SAP AG CR100 8-9

© SAP AG2004

SAP Smart Forms must be used to print, e-mail or fax documents such as an order confirmation.

Actions can create an event to start a workflow.

Methods are Business Add-In (BAdI) implementations. You can define your own BAdI

implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the

relevant BAdI.)

There are a large number of BAdI implementations supplied by SAP that are used in the standard

transactions.

Examples for standard methods include the following:

COPY_DOCUMENT (create a follow-up document)

COMPLETE_DOCUMENT (set status completed within document)

CREDIT_MEMO (create credit memo item)

REPAIR_ITEM (create a repair item)

1O_EVENT_CREATE (create a workflow event)

8/14/2019 CR100.pdf


© SAP AG CR100 8-10

© SAP AG2004

You can use the graphics tool to design the layout of output forms.

SAP delivers several Smart Forms for output in SAP CRM:

Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail)

Form CRM_LEAD_PRINT (suitable for faxes, letters, and e-mail)

Form CRM_ORDER_SERVICE (suitable for faxes, letters, and e-mail)

SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge,

thanks to a completely graphical user interface.

When you request a printout of a form, the application program obtains the relevant data to be used

and prints it on the form. Data retrieval and form logic are separated from one another.

SAP Smart Forms replace SAPscript forms.

8/14/2019 CR100.pdf


© SAP AG CR100 8-11

© SAP AG2004

You can use the action monitor to monitor and trigger the processing of actions for several

transactions.

The action monitor program, RSPPFPROCESS, originates from the

(PPF). You can use this program to check processing for all actions (for example, output, follow-on

documents).

As soon as the processing time for an action is set in Customizing (for

an output, for example), you can select the actions with this program and initiate their processing.

This is particularly useful for actions that are used for deadline monitoring (such as Service Level

Agreements: first reaction and solutions times for service orders).

It can also make sense to use the action monitor to process actions with the processing time

; if time-dependent conditions have been fulfilled after a certain time without any changes to

the document, for example. The program should be executed regularly so that actions are also started

in these cases.

8/14/2019 CR100.pdf


© SAP AG CR100 8-12

© SAP AG2004

is an SAP Basis component. In the SAP CRM system, SAP Business

Workflow definitions and functions can be found under →

→ → .

are part of the Post Processing Framework and are therefore Basis functions. In SAP CRM,

actions can be defined in Customizing: → →

.

You can find both the SAP Business Workflow and the Post Processing Framework in other SAP

systems.

8/14/2019 CR100.pdf


© SAP AG CR100 8-13

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 8-14

8/14/2019 CR100.pdf


© SAP AG CR100 8-15


• Describe how an action of the type ‘order confirmation’ is determined

within a quotation

• Create an action profile using a wizard

• Assign an action profile to a transaction type and test it

You want to print out quotations. Because output is triggered through

actions, you have to understand how actions are set up and processed.

Also you would like to automatically create follow-up activities. This can

also be accomplished with appropriate action definitions.

1-1 Create a ##Quotation and check if and how you can issue a corresponding form.

1-1-1 Create a quotation of the type for the customer

. Offer the customer of the material with the description

.

1-1-2 Display all the actions that the system found for this quotation.

What entries are there on the corresponding tab page?

Does the list include the action ? Now schedule

the action manually.

What processing status does this action have?

1-1-3 Display the print preview of the commitment to finance that was

determined.

1-2 Trigger processing of the action.1-2-1 Can you execute the action directly from transaction processing?

1-2-2 Call the action monitor and use the parameter action definition

action status = , processing time = Processing

using selection report.

If you want to select the action that was found in the

quotation you created, enter the > in

the application key field.

You can also work without this selection parameter and sort

or filter to find the creator in the list that appears.Now process your action using the action monitor.

8/14/2019 CR100.pdf


© SAP AG CR100 8-16

1-3 Use Customizing to analyze how automatic determination takes place for the action.

1-3-1 Which action profile is used by transaction type ZA## (##Quotation)?

1-3-2 Analyze this action profile. At what time is the action processed and the

quotation form output?

1-3-3 Check the details of the action definition to find out why you could not

execute the action from transaction processing.

8/14/2019 CR100.pdf


© SAP AG CR100 8-17

2-1 You would like to create an action profile for your ##TradeFairVisits that helps you

create a follow-up activity once the preceding activity is completed.

2-1-1 Go to the IMG and create an action profile for transactions.

After starting the wizard use the following data:

Action Profile:

Description:

Date Profile:

Object Type Name:

Choose .

Enter as the action definition and

as the description

Choose .

:

Schedule Automatically: < >

Display in Toolbox: < >

Changeable in Dialog: < >

Executable in Dialog: < >

Choose .

The action should be partner-dependent.

Choose .

Select .

Choose .

Use F4 Help on field to select method .

In , click on the change icon ( ).

Create a Container Element with the create icon ( ).

Element:

Description:

Short Description:

Enter an .

Structure:

Field:

Assign the initial value (Sales Call).

Choose and then select .

Choose .

…

8/14/2019 CR100.pdf


© SAP AG CR100 8-18

…

Enter an appropriate text.

Choose .

You do not want to use any conditions in the first step. Choose

twice.

In the wizard, click on .

2-1-2 Assign the action profile to transaction type ## (##).

2-2 Test your settings.

2-2-1 Create a new business activity of the type .

Enter a business partner and a description and go to the tab. Is the

action scheduled yet?

What are your two options for scheduling the action?

Option 1: __________________________________________

Option 2:

2-2-2 Schedule the action and save the trade fair visit.

What do you notice?

2-3 Next, you want to add a schedule condition to your action. As soon as your trade

fair visit is done (and only then), you want to be able to create a follow-up activityof the type Sales Call.

2-3-1 Define a schedule condition for your ##

action. Go to the IMG and start defining the condition.

Choose . Enter as the name. Click the

hyperlink to define the condition.

Expand the container object .

Using the editor, form an expression (status

profile ).

Transfer the condition and save it.

2-3-2 Test your settings again by creating another trade fair visit.

Can you schedule the action immediately after creating the transaction?

Complete the trade fair visit by setting the status accordingly.

Can you schedule the activity now?

8/14/2019 CR100.pdf


© SAP AG CR100 8-19

1-1 Create a and check if and how you can issue a corresponding

form.

1-1-1 Create a service order of the type for the customer

##Stockmann AG. You offer the customer of the ## service.

1-1-2 Display all the actions that the system found for this service order.


Does the list include the action ? Now

schedule the action manually.


1-1-3 Display the print preview of the determined order confirmation.

1-2 Trigger processing of the action.

1-2-1 Can you execute the action directly from transaction processing?


action status = , processing time =

Processing using selection report.




You can also work without this selection parameter and sortor filter to find the creator in the list that appears.

Now process your action using the action monitor.

1-3 Use Customizing to analyze how automatic determination takes place for the

action.

1-3-1 Which action profile is used by transaction type ZS## (##Service Order)?





8/14/2019 CR100.pdf


© SAP AG CR100 8-20

8/14/2019 CR100.pdf


© SAP AG CR100 8-21

1-1 Create a ##Quotation and check if and how you can issue a corresponding form.

1-1-1 Create a quotation of the type for the customer

. Offer the customer of the material with the description

.


1-1-2 Display all the actions that the system found for this quotation.

Go to the tab strip.


You can see various actions: (

).

Does the list include the action ? Now schedule

the action manually.

, the list does not include this action.

Select ‘Create action’ ( ) and .


The action has not yet been processed ( ).

1-1-3 Display the print preview of the Quotation Confirmation that was

determined.

On the tab, select the Quotation Confirmation that was determined

and press the button .

8/14/2019 CR100.pdf


© SAP AG CR100 8-22



Select the action ( ).

, the action cannot be executed in dialog mode.1-2-2 Call the action monitor and use the parameter action definition

action status = , processing time = Processing

using selection report.


customer order you created, enter the

> in the application key field.


or filter to find the creator in the list that appears.

Now process your Quotation Confirmation using the action monitor.

Select the entry for the transaction you created (via the transaction number

in the application key column) and click on ( ). This changes the

status of the action to .


action.

1-3-1 Which action profile is used by transaction type ZA## (##Quotation)?

Select the transaction type . Display the .

The action profile is .



Select the action profile . Display the details of action

definition .

The processing time is .



The indicator is in the action definition’s

details.

8/14/2019 CR100.pdf


© SAP AG CR100 8-23



2-1-1



Go to the details for transaction type ZB## and enter

in the ActionProfile field.





Create an activity of the type for the activity partner

. Maintain any data.

Since the action is not scheduled automatically, the action does not appear

on the Actions tab.


Option 1: on the actions tab, click on the Create Action icon ( ) and

select the action.

Option 2: in transaction processing, click on the Actions icon ( ) and

select the action.


What do you notice?

Choose one of the two methods of scheduling the action and save the

transaction.

The document flow icon is ready for input because processing the action

created a follow-up activity.

8/14/2019 CR100.pdf


© SAP AG CR100 8-24

2-3 Next, you want to add a schedule condition to your action.

As soon as your trade fair visit is done (and only then), you want to be able to create a

follow-up activity of the type Sales Call.



In the upper-left corner, double-click on your action profile.

Click the tab.

Choose .

Click on the to create the condition.

Open your current container object .

Double-click on .

Click on the operator “=”.

Use the input help in the field.

Enter status profile .

Choose status and press Enter.

Adopt and save the condition.


Create an activity of the type ## for the activity partner

## . Maintain any data.


, this is not yet possible because the activity does not have the correct

status.


On the tab, select the status.


, the action can now be scheduled.

8/14/2019 CR100.pdf


© SAP AG CR100 8-25

1-1 Create a and check if and how you can issue a corresponding

form.

1-1-1 Create a service order of the type for the customer

##Stockmann AG. You offer the customer of the service.


1-1-2 Display all the actions that the system found for this service order.

In the , click on the tab


You can see the action: .

Does the list include the action ? Nowschedule the action manually.

, the list does not include this action.

Select ‘Create action’ ( ) and .


The action has not yet been processed ( ).

1-1-3 Display the print preview of the determined order confirmation.

On the tab, select the commitment to finance that was determined

and press the button ( ).



Select the action ( ).

, the action cannot be executed in dialog mode.


action status =

, processing time =

Processing using selection report.





or filter to find the creator in the list that appears.

Now process your action using the action monitor.

…

8/14/2019 CR100.pdf


© SAP AG CR100 8-26

…

Now process your order confirmation using the action monitor.

Select the entry for the transaction you created (via the transaction number

in the application key column) and click on ( ). This changes the

status of the action to .


action.

1-3-1 Which action profile is used by transaction type ZS## (##Service Order)?

Select the transaction type . Display the .

The action profile is (SAP standard service order).



Select the action profile .

Display the details of the action definition

.

The processing time is .



The indicator is in the action definition’s

details.

8/14/2019 CR100.pdf


© SAP AG CR100 8-27



2-1-1 SAP Implementation Guide Customer Relationship Management

Basic Functions Actions Actions in Transaction Create Actions

With Wizard Enter the data given in the exercise.


Go to the details for transaction type ZB## and enter

in the ActionProfile field.







Since the action is not scheduled automatically, the action does not appear

on the Actions tab.


Option 1: on the actions tab, click on the Create Action icon ( ) and

select the action.

Option 2: in transaction processing, click on the Actions icon ( ) and

select the action.


What do you notice?

Choose one of the two methods of scheduling the action and save the

transaction.

The document flow icon is ready for input because processing the action

created a follow-up activity.

8/14/2019 CR100.pdf


© SAP AG CR100 8-28

2-3 Next, you want to add a schedule condition to your action. As soon as your trade

fair visit is done (and only then), you want to be able to create a follow-up activity

of the type Sales Call.



In the upper-left corner, double-click on your action profile.

Click the tab.

Choose .

Click on the to create the condition.

Open your current container object .Double-click on .

Click on the operator “=”.

Use the input help in the field.

Enter status profile .

Choose status and press Enter.

Adopt and save the condition.





, this is not yet possible because the activity does not have the correct

status.


On the tab, select the status.


, the action can now be scheduled.

8/14/2019 CR100.pdf


© SAP AG CR100 9-1

© SAP AG2004

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 9-3

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 9-4

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 9-5

© SAP AG2004

Internet SalesR/3 Edition

Internet SalesR/3 Edition

mySAPAutomotive

(VehicleManagement

System)

mySAPAutomotive

(VehicleManagement

System)

Supplier

RelationshipManagement

SupplierRelationshipManagement

Field Applications

Field Applications

E-Commerce

E-Commerce

Interaction Center

Interaction Center

In mySAP CRM scenarios the Internet Pricing & Configurator is used to carry out pricing and

variant configuration. Pricing and configuration information in the Internet (E-Commerce), in CRM

Enterprise as well as on the Mobile clients is processed by only this component (“One face to the

customer”).

Only in the rare case that you would like to implement a mySAP CRM scenario without any pricing

or configuration functions, are you able to switch off the IPC. For more information see note 702735.

8/14/2019 CR100.pdf


© SAP AG CR100 9-6

© SAP AG2004

The Internet Pricing & Configurator is a software component based on Java.

The IPC connects the functions of the Sales Configuration Engine (SCE), the Sales Pricing Engine

(SPE) and the Tax Transaction Engine (TTE).

8/14/2019 CR100.pdf


© SAP AG CR100 9-7

© SAP AG2004

IPC Implementation Scenarios

Scenarios without ERP integration:

- You set up pricing Customizing in SAP CRM and maintain the conditions there. This data is

only available in SAP CREM and cannot be transferred to the SAP ERM system.

Exception: Trade Promotion Management

- Naming convention: standard Customizing objects normally start with a digit.

Scenarios with ERP integration:

- You set up pricing Customizing in the ERP system and maintain the conditions there. Both the

Customizing and the master data can be transferred from the ERP system to SAP CRM via the

middleware.

- You cannot change the transferred Customizing in SAP CRM.

- The transferred conditions cannot be changed in SAP CRM.

You can declare exceptions.

- Naming convention: standard Customizing objects normally start with a letter.

8/14/2019 CR100.pdf


© SAP AG CR100 9-8

© SAP AG2004

The system reads the first condition type of the pricing procedure and determines the assigned access

sequence. This step, together with the following steps, is repeated for each condition type on the

pricing procedure.

The system reads the access sequence with the condition tables. The sequence of the condition tables

forms the search strategy for determining the individual condition records. Each condition table

contains the field combinations according to which the system should search in the condition

records, for example business partner – product – price.

The system searches for valid condition records for the condition tables. If the system does not find a

valid condition record for the first condition table, it carries on and searches for a condition record

for the next condition table.

Once the system has found a valid condition record for a condition table, it makes the result available

to pricing in the form of prices and discounts.

If the search procedure contains more than one condition type, the system repeats the search for

condition records for each condition type.

In the SAP CRM system, the free goods, campaign and product determination functions are executed

using the pricing mechanism (condition technique).

Different kinds of condition groups – for example, prices, discounts, surcharges, freight or taxes –

can be determined.

8/14/2019 CR100.pdf


© SAP AG CR100 9-9

© SAP AG2004

The pricing procedure defines the valid condition types and their calculation sequence in the

transaction.

The pricing procedure also defines the following:

Which subtotals are created and displayed on the pricing screens

If a condition type is mandatory

How far it is possible to process pricing manually

Which requirements must be fulfilled for a specific condition type to be taken into account

Pricing procedures are defined in Customizing.

Pricing procedures have a source ( or ).

8/14/2019 CR100.pdf


© SAP AG CR100 9-10

© SAP AG2004

The determination of the pricing procedure must be set up manually. Unlike in SAP ERP, you do not

need to set a division, but you can.

The following elements influence the determination of the pricing procedure:

Sales organization

Distribution channel

Document pricing procedure (can be assigned to a transaction type)

Customer pricing procedure (assignment in the business partner master record – sales area data –

billing tab page)

Division (optional)

The pricing procedure is defined in Customizing under →

→ → → →

8/14/2019 CR100.pdf


© SAP AG CR100 9-11

© SAP AG2004

The condition type determines the category of a condition and how it is used.

The calculation type and the scale base type can be controlled for each condition type.

Each condition type can be set as an automatic surcharge or an automatic discount.

Condition types are defined in Customizing under

→ → → →

Condition types have a Source ( or ).

SAP R/3 condition types can be loaded to the SAP CRM system (customizing download object

CRM_PRC_CNDTYP).

SAP CRM condition types cannot be loaded to the ERP system.

Some ERP condition types cannot be used in SAP CRM. The details for this are covered on the next

slides.

8/14/2019 CR100.pdf


© SAP AG CR100 9-12

© SAP AG2004

An access sequence is a search strategy that the system uses to search valid data for a specific

condition type.

It comprises one or more accesses, that are each defined by specifying a condition table.

The sequence of the accesses controls the priority of individual condition records. The system knows

from the accesses where a valid condition record should first be searched, and which one is next.

Create an access sequence for each condition type for which you create condition records

8/14/2019 CR100.pdf


© SAP AG CR100 9-13

© SAP AG2004

Condition table: a table that defines the combination of fields that an individual condition record

consists of. The condition table consists of a combination of search and result fields

Condition records are always created using a specific key.

Use tables for help in defining the structure of condition record keys.

The key fields of a condition table must appear at the start of the table, in other words, non-key fields

must not appear between any two key fields.

Name ranges for condition tables:

SAP condition table 001 – 500 created in the ERP system: SAP001 – SAP500

Customer condition table 501 – 999 created in the ERP system: CUS501 – CUS999

SAP condition table created in the CRM system: SAPxxxxx

Customer condition table created in the CRM system: CUSxxxxx

8/14/2019 CR100.pdf


© SAP AG CR100 9-14

© SAP AG2004

You can determine conditions at any level you require.

The levels on which pricing is most commonly carried out have been predefined in the standard

version. You can easily add additional levels if required. SAP R/3 includes a standard field catalog

with the fields normally used in pricing. However, you can define the conditions so that they are

dependent on document fields. You may have to add these fields to the field catalog.

8/14/2019 CR100.pdf


© SAP AG CR100 9-15

© SAP AG2004

Data about conditions is stored in condition records.

You can limit a price agreement to a specific period. To do this, specify a . This can

be useful when you want to have different price lists for different years or have discounts valid only

for the duration of a special offer.

The values in a condition record (price, surcharge, discount) can be maintained according to a .

You can specify an unlimited number of levels in a scale.

8/14/2019 CR100.pdf


© SAP AG CR100 9-16

© SAP AG2004

You can use the price group to group products for which the same conditions are to be

valid. You assign the price group to the customers or to the products when you maintain the business

partners (customer partner function) or the products. You can define your own price groups.

The conditions maintained in SAP CRM that begin with a zero (0), for example, 0PR0 for price, is

equivalent to the PR00 for the price from SAP R/3 or SAP ECC.

In Customizing you can group the condition types / condition tables that you want using the

condition maintenance group ( → →

→ ). By assigning the context , you make the

corresponding selection of condition types / condition tables possible for general condition

maintenance.

8/14/2019 CR100.pdf


© SAP AG CR100 9-17

© SAP AG2004

-

-

-

-

-

A condition maintenance group bundles condition tables and types for condition maintenance. This

defines a special view in condition maintenance.

In addition to specific maintenance contexts, there is also general condition maintenance (GCM) in

the SAP CRM system ( → → →

). Here, you can maintain the conditions that are in condition maintenance groups and

were assigned to the GCM maintenance context.

You can define your own condition maintenance groups in Customizing

→ → →

→ →

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 9-19

© SAP AG2004

SAP Pricing has a flexible infrastructure that enables comprehensive pricing strategies.

SAP Pricing benefits include:

Increased profitability through economically sound response to any type of customer request

Increased competitiveness

Timely reaction to any type of customer request

Enhanced selling effectiveness by providing product, pricing and discount information at the point

of sale

Differences in Pricing in SAP CRM and SAP R/3 or SAP ECC.

Condition types that are not supported in SAP CRM: EK01, EK02, BO01 to BO05, AZWR, RL00,

MW15, VRPS, EDI1, EDI2.

Mass copying of condition records is not possible in SAP CRM.

Change documents are not available in SAP CRM.

Archiving of pricing conditions is not possible in SAP CRM.

8/14/2019 CR100.pdf


© SAP AG CR100 9-20

© SAP AG2004

In pricing, more than one condition record may apply to a particular item at any one time. You can

use to compare possible conditions in order to determine such things as the best

price for a customer.

can be used to influence the price of a configurable material depending on the

characteristic values assigned.

You can use when you want some conditions to be used as the basis for

determining scale values from several items. Example: Materials have been assigned to a material

pricing group. You want a quantity-based discount to be assigned to these materials. You want the

quantity scale to be read cumulatively with the cumulated quantity of all materials in the sales order

that are assigned to this material pricing group.

is used to optimize pricing for hierarchical data constellations such as a product

hierarchy. General condition maintenance is available in the classic user interface and in the People-

Centric User Interface.

Minimum and maximum limits allow you to restrict manual processing of pricing conditions in

transactions per condition type. Currently this can be used only for condition records that were

originally created in SAP R/3.

8/14/2019 CR100.pdf


© SAP AG CR100 9-21

© SAP AG2004

• Address

• Country or region• Jurisdiction code

• Tax registration numbers

• Address

• Country or region• Jurisdiction code

• Tax registration number• Tax types and groups

• Tax types and groups

• Date• CRM item object type

If you create billing documents using CRM Billing, the taxes are determined via the Transaction Tax

Engine.

To trigger the Transaction Tax Engine call, you need define the condition type (for tax

calculation and the net price) or (for tax calculation and the gross price). Recommendation:

use the pricing procedure.

As of SAP CRM 4.0, there is a . This document is stored permanently in a system and

can be accessed at all times. The Tax Document comprises all input and output data for a particular

Transaction Tax Engine (TTE) tax determination and calculation.

You can find a check list for the TTE’s basic settings in the online documentation.

The TTE determines and calculates tax based on the condition records and tax exemption licenses.

The TTE uses the transferred data to determine the tax event, tax type(s) and the corresponding tax

record.

The simulation transaction TTE_SIMULATION supports:

Tests of all Customizing parameters

Tests of all tax calculation results

Saving documents

8/14/2019 CR100.pdf


© SAP AG CR100 9-22

© SAP AG2004

-

-

Tax calculation requires classification of business partners and products. The business partner and

product tax classification is made by assigning tax groups to the tax types (for example, VAT, sales

tax) that must be determined in any given country. The tax groups indicate whether a business

partner is liable for or exempted from the respective tax type that is imposed.

In Customizing, the tax type specifies which taxes are determined for each country.

Corresponding tax groups are defined for business partners and products for each tax type. The

combination of tax group, the country (or region), and tax type determines the tax condition

record.

A default tax group can be defined for business partners and products per country and tax type.

When a business partner or a product has not been assigned a tax classification, the default tax

group is used.

8/14/2019 CR100.pdf


© SAP AG CR100 9-23

© SAP AG2004

A prerequisite for business partner and product tax classification is the definition of country-specific

tax types and tax groups in Customizing.

The specifies which taxes are determined for each country. The specifies

the order in which condition records are accessed for a country when more than one tax type has

been defined for it.

The is a distinct grouping of taxes to which tax types belong such as sales tax,

withholding tax or excise tax.

Corresponding tax groups are defined for business partners and products for each tax type. The

combination of tax group, the country (or region), and tax type determines the condition record.

A default tax group can be defined for business partners and products per country and tax type.

When a business partner or a product has not been assigned a tax classification, the default tax group

is used.

8/14/2019 CR100.pdf


© SAP AG CR100 9-24

© SAP AG2004

8/14/2019 CR100.pdf


© SAP AG CR100 9-25


• Maintain conditions in the SAP CRM system

• Maintain conditions in the SAP ERP system

• Understand certain basic Customizing settings related to pricing intransactions

You want to set up your sales and service transactions so that, when

transactions are processed, pricing is carried out and the relevant pricingelements are found for each business transaction. You also want to

familiarize yourself with condition maintenance, which is used in both

the ERP and CRM systems.

1-1 Conditions and Condition Maintenance in the CRM System

1-1-1 Create a sales transaction of the type with the business

partner and enter the product with the

pieces.

1-1-2 Check in the transaction’s item details to see if the system found a ().

1-1-3 Try entering a into the transaction manually, with a

value of . Is this possible?

1-1-4 In the future, the customer should receive a () of

for transactions of this type. This agreement should last from today until

the end of the year.

Maintain a condition master record in the system accordingly.

1-1-5 Create another sales transaction of the type with the business

partner ## and enter the product with the pieces.

What do you notice about the conditions screen?


_______________

8/14/2019 CR100.pdf


© SAP AG CR100 9-26

1-2 Conditions and Condition Maintenance in the ERP System

1-2-1 In the SAP CRM system, create a sales transaction of the type

with the business partner and enter the product called

with a of pieces.

1-2-2 Check in the transaction’s item details to see if the system found a ().

Is this a customer-specific material price?

How do you know?

1-2-3 In the future, you want the customer to receive a customer-specific material

price of per piece for transactions of this type.

With quantities of of more, the material costs for this

customer. This agreement should last from today until the end of the year.

Maintain a condition master record in the system accordingly.1-2-4 Create another sales transaction of the type with the business

partner and enter the product called with a

of pieces.


Call up the access analysis.

What is the name of the condition table on which this customer-specific

material price is based?

_______________

Please note that this is a database table, in which important

information relating to the price conditions is saved.

The conditions table in Customizing does not have the prefix

CNCCRMPR.


_______________

8/14/2019 CR100.pdf


© SAP AG CR100 9-27

1-3 Customizing Pricing

1-3-1 Take a look at one of the transactions from the previous exercise.

1-3-2 What pricing procedure was determined?

Transaction from 1-1: Transaction from 1-2:

1-3-3 What factors influence the determination of a pricing procedure? Where in

the system are the concrete values of the factors for your business

transactions from the previous exercise?

Transaction from 1-1:_________________________________

___________________________________________________

___________________________________________________

Transaction from 1-2:_________________________________

___________________________________________________

___________________________________________________

1-3-4 Can you make any changes to the two pricing procedures in the SAP CRM

system’s Customizing?

Transaction from 1-1:


1-3-5 You want to display the customer-specific material price (which you created

in the ERP system) ( ) in general condition

maintenance.

To do this, set up a separate condition maintenance group –

( ##) – containing the corresponding condition table /

condition type. Use a suitable description.

Specify that this condition maintenance group is in the (general

condition maintenance) context.

1-3-6 In general condition maintenance, check if you can display condition master

records of condition type PR00 in the condition maintenance group

ZCMG##.

8/14/2019 CR100.pdf


© SAP AG CR100 9-28

8/14/2019 CR100.pdf


© SAP AG CR100 9-29


2-1-1 Create a service process of the type with the business


.

2-1-2 Check in the transaction’s item details to see if the system found a

().







2-1-5 Create another service process of the type with the

business partner and enter the product with

the .



_______________

8/14/2019 CR100.pdf


© SAP AG CR100 9-30


2-2-1 Take a look at the transaction from the previous exercise.





__________________________________________________

___________________________________________________

___________________________________________________

2-2-4 Can you make any changes to the pricing procedure in the SAP CRM



in SAP ERP) ( ) in general condition maintenance.







records of condition type in the condition maintenance group

##.

8/14/2019 CR100.pdf


© SAP AG CR100 9-31


1-1-1 Create a sales transaction of the type with the business


pieces.

Choose ( icon).

Select .


In the field, enter the number with the and

confirm your entry.


().

Click on the icon ( ) to see the item details.

Choose the tab.The list of displayed condition types does include the entry 0K07.



Choose ( ).

Ctyp:

Amount:

The minus sign (-) and unit (%) are added automatically.

You do not need to save the transaction.





Application:

Maintenance group: …

8/14/2019 CR100.pdf


© SAP AG CR100 9-32

…

Choose ( ).

In the data area, enter the value 0K07 in the () field

on the right and confirm your entry. Enter:

Sales Organization:


Division:

Customer:

Amount:

Valid-From Date:

Valid-To Date:

Save your data.

1-1-5 Create another sales transaction of the type with the businesspartner ## and enter the product with the

pieces.


Now the list of displayed condition types includes the entry 0K07 with the

amount 3%.


_______________

8/14/2019 CR100.pdf


© SAP AG CR100 9-33

1-2 Conditions and Condition Maintenance in the ERP System

1-2-1 In the SAP CRM system, create a sales transaction of the type

with the business partner and enter the product called

with a of pieces.

Choose ( icon).

Select .

Enter ## in the field and confirm your entry.

In the field, enter the number of the product with the description

and the and confirm your entry.


().

Is this a customer-specific material price?

How do you know?

Click on the icon ( ) to see the item details.

Choose the tab.

Select the row with condition type PR00 and click on the

button.

The condition record is not related to a customer, it depends instead on the

following keys: .

Alternatively, you can answer this question by carrying out an access

analysis.

1-2-3 In the future, you want the customer to receive a customer-specific material

price of per piece for transactions of this type.

With quantities of of more, the material costs for this

customer.

This agreement should last from today until the end of the year.


Condition Type:

Select ENTER, then the key combination

and confirm this.

…

8/14/2019 CR100.pdf


© SAP AG CR100 9-34

…

Sales Organization:


Customer:

Material: Amount:

Valid-From Date:

Valid-To Date:

Choose scales ( ).

In the second row, enter:

Scale quantity:

Amount:

Save your data.

1-2-4 Create another sales transaction of the type with the business

partner and enter the product called with a

of pieces.


The system the .

Call up the access analysis.

Select the button.

Expand the entry for condition determination.

Expand the entry for (; green).

Expand the entry .

What is the name of the condition table on which this customer-specific

material price is based?

The condition table is called .

Please note that this is a database table, in which important

information relating to the price conditions is saved.

The conditions table in Customizing does not have the prefix

.


_______________

8/14/2019 CR100.pdf


© SAP AG CR100 9-35


1-3-1 Take a look at one of the transactions from the previous exercise.


Open each of the transactions and go to the tab page.Transaction from 1-1:





Determining the pricing procedure can be affected by the following factors:

and .

The and are displayed

in the transaction on the tab page.

The document pricing procedure is assigned to the transaction type.

Go to the .





The document pricing procedure is called .

The customer pricing procedure is stored in the sold-to party’s master data.

It is located in the sales area data related to this case on the tab page.

The customer pricing procedure is called .


Sales Organization:


Division:

Document Pricing Procedure:

Customer Pricing Procedure:

…

8/14/2019 CR100.pdf


© SAP AG CR100 9-36

…


Sales Organization:


Division: Document Pricing Procedure:


1-3-4 Can you make any changes to the two pricing procedures in the SAP CRM



changes are possible because the procedure was created in the SAP

CRM system (source: CRM).


, it is not possible to make changes in the SAP CRM system. The pricing

procedure was transferred from the SAP ERP system by Customizing

download (source: R/3).


in the ERP system) ( ) in general condition

maintenance.






Select .

Maintenance group:

Description:

Confirm your input, select the new entry and go to

.

…

8/14/2019 CR100.pdf


© SAP AG CR100 9-37

…

Select .

Counter:

Application:

Use: Condition table:

Condition Type:

Description:

Save your entries.

maintenance context:

Select .

Group: ##

Save your entries.


records of condition type PR00 in the condition maintenance group

ZCMG##.

Application:

Maintenance group: ##

Choose .

In the structure area on the left, select the fields and

.

Click on ( )

In the dialog box that then appears, enter the following:

Condition Type:

Sold-To Party:

Choose .

Condition records are displayed (at least one). However, it is not possible to

change the master record because it was transferred from the ERP system

and was not intended for processing in the SAP CRM system.

8/14/2019 CR100.pdf


© SAP AG CR100 9-38


2-1-1 Create a service process of the type with the business


.

Choose ( icon).

Select

Enter ## in the field and confirm your entry.

In the field, enter the number with the



().

Click on the button to see the item’s detail.

Choose the tab.

The list of displayed condition types does include the entry 0K07.



Choose ( ).

Ctyp: Amount:

The minus sign (-) and unit (%) are added automatically.

You do not need to save the transaction.





Application:

Maintenance group:

Choose ().

…

8/14/2019 CR100.pdf


© SAP AG CR100 9-39

…

In the data area, enter the value 0K07 in the () field

on the right and confirm your entry. Enter:

Sales Organization:


Division:

Customer:

Amount:

Valid-From Date:

Valid-To Date:

Save your data.

2-1-5 Create another sales transaction of the type with the

business partner and enter the product with

the .


Now the list of displayed condition types includes the entry 0K07 with the

amount 3%.


_______________

8/14/2019 CR100.pdf


© SAP AG CR100 9-40


2-2-1 Take a look at the transaction from the previous exercise.


Open the transaction and select the tab page in the .




Determining the pricing procedure can be affected by the following factors:

and .

The and are displayed

in the transaction on the tab page.

The document pricing procedure is assigned to the transaction type.

Go to the .

Select entry ## and click on the icon ( ).




The document pricing procedure is called .

The customer pricing procedure is stored in the sold-to party’s master data.

It is located in the sales area data related to this case on the tab page.

The customer pricing procedure is called .

Sales Organization:


Division:

Document Pricing Procedure:


8/14/2019 CR100.pdf


© SAP AG CR100 9-41

2-2-4 Can you make any changes to the pricing procedure in the SAP CRM


changes are possible because the procedure was created in the SAP

CRM system (source: CRM).

On the other hand, pricing procedures that were transferred by Customizing

download from the SAP ERP system cannot be changed in the CRM

system. This applies particularly to transactions from the area.


in SAP ERP) ( ) in general condition maintenance.


( ##) – containing the corresponding condition table /condition type. Use a suitable description.

Specify that this condition maintenance group is in the GCM (general


Select .

Maintenance group:

Description:

Confirm your input, select the new entry and go to

.

Select .

Counter:

Application:

Use:

Condition table:

Condition Type:

Description:

Save your entries.

maintenance context:

Select .

Group:

Save your entries.

8/14/2019 CR100.pdf


© SAP AG CR100 9-42


records of condition type in the condition maintenance group

##.

Application:

Maintenance group:

Choose .

In the structure area on the left, select the fields and

.

Click on ( )

In the dialog box that then appears, enter the following:

Condition Type:

Sold-To Party:

Choose .

Condition records are displayed (at least one). However, it is not possible to

change the master record because it was transferred from the SAP ERP

system and was not intended for processing in the SAP CRM system.

8/14/2019 CR100.pdf


© SAP AG CR100 10-7

© SAP AG2004

You can bill for different business transactions directly in mySAP Customer Relationship

Management (mySAP CRM). These transactions include:

Sales orders (with or without reference to delivery)

Service orders, service contracts, service confirmations, complaints processing

Using CRM Billing, you can combine a service order item with a sales order item together in an

invoice and thereby simplify communication with your customers.

If you simply want to bill CRM sales orders and are currently using SAP Sales and Distribution

(SAP SD), you have the option of using either SD Billing or CRM Billing. For billing contracts,

service orders or confirmations or complaints, you should principally use CRM Billing.

The R/3 components SAP FI-AR (Accounts Receivable) or FI-CA (Contract Accounting) have to be

implemented if you wish to post billing documents in Financial Accounting.

You need SAP BW for statistical reporting of billing documents

8/14/2019 CR100.pdf


© SAP AG CR100 10-8

© SAP AG2004

During , CRM Billing takes over billing-relevant items from different business

transactions and saves them as billing due list items.

As of CRM Release 5.0, you can use an external interface to copy data from non-SAP systems to the

CRM Billing due list. It supports the following formats:

IDoc; XML SOAP via HTTP; XML via the Exchange infrastructure

For more information, see the documentation for function module

CRMXIF_BEA_DL_CRMB_SAVE.

During , related billing due list items are also grouped together as far as possible from

different CRM business transactions and transferred to a joint billing document. From the billing due

list, you can process both single and collective billing from billing due list items and also trigger

them to run in the background.

You can cancel individual billing documents and also execute collective cancellations. The system

transfers information on cancellations automatically to Financial Accounting.

consists of invoice output, the transfer to mySAP Financials, and retrieval for

SAP BW. The ledger posting of billing data takes place either in SAP FI-A/R or in SAP FI-CA.

CRM Billing provides all relevant billing data for the SAP Business Warehouse for statistical

reporting.

8/14/2019 CR100.pdf


© SAP AG CR100 10-9

© SAP AG2004

-

-

-

-

-

As soon as you have saved a business transaction in which at least one item is relevant to billing, the

system automatically transfers the data from this billing request item to the CRM Billing billing due

list. The system executes the following steps, up to saving the billing-relevant data.

CRM Billing uses the data from application Customizing to determine the item category of CRM

Billing for the transferred data record. When the system cannot determine an item category (if, for

example, the item category determination is not set up completely), the system has to reject the

transferred data record because no billing is possible without the item categories.

Here the system subjects the transferred items to a processing check, which, in the following cases,

results in the rejection of transferred items:

CRM Billing saves all successfully processed and completed data as billing due items.

You can search for billing due list items using various selection criteria.

You can display the details of each billing due list item.

You can display the billing due list items,

That are blocked for billing

That are incomplete

There are two ways of setting a billing block

You give the business transaction item the billing block status.

You block the billing item category for billing with the corresponding indicator.

8/14/2019 CR100.pdf


© SAP AG CR100 10-10

© SAP AG2004

•

•

•

•

BillingBilling splitsplit

MergingMerging

As a subprocess of billing, CRM Billing transfers billing due list items to billing document items and

assigns these to the billing document headers. Therefore, billing documents (for example invoices,

credit and debit memos) are created from items which come from a wide range of CRM Business

Transactions.

Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billing

document type, billing date, terms of payment and the field.

You can also influence the splitting criteria via the copy requirements. For this, choose → → →

In the case of delivery-related CRM Billing, the billing status is changed in R/3 Delivery and the

CRM billing document is updated in the SD document flow SAP note 504730 describes the

.

8/14/2019 CR100.pdf


© SAP AG CR100 10-11

© SAP AG2004

Billing documents are not exchanged between the CRP and ERP systems.

As long as the invoices have not been transferred to Accounting, it is possible to make certain

changes to the invoices (such as changing the value date), to the prices and to the texts.

CRM invoices generate the sales data for the rebate.

You can cancel individual billing documents and also execute collective cancellations. The system

transfers information on cancellations automatically to Financial Accounting.

8/14/2019 CR100.pdf


© SAP AG CR100 10-12

© SAP AG2004

Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with

billing document data and is split into the following processes:

Output of invoicing documents through different output media (for example, printer, fax,

e-mail or external output management systems)

Transfer of billing data to a range of SAP ERP accounting applications

Provision for the SAP Business Information Warehouse (SAP BI)

Connection of any non-SAP applications to the external interface of CRM Billing – You can find

more information about connection under .

CRM Billing enables invoice output through the following output media: Printer, Fax, E-mail,

Optical Archiving, External printing channels (Pickup through CRM Billing XML Interface).

The SmartForm processes the invoice in the layout you require. The formation of a specific invoice

depends on the billing type (for example invoices, credit or debit memos as well as cancellation

documents) of the corresponding action.

You can monitor the transfer to Accounting (status, error handling).

You can carry out the transfer to Accounting separately (at a later point in time).

You can enrich account determination either simply or flexibly (condition technique).

8/14/2019 CR100.pdf


© SAP AG CR100 10-13

© SAP AG2004

Direct billing allows you to create billing documents directly, without having to explicitly process

the billing due date.

Prerequisite: the indicator in the payer’s sales area data (billing tab page).

Incomplete or blocked billing due list items cannot be billed directly.

Incorrectly processed transactions appear in the billing due list.

There is a BAdI for triggering direct billing under other conditions.

8/14/2019 CR100.pdf


© SAP AG CR100 10-14

© SAP AG2004

The billing plan specifies when a certain amount is invoiced.

Service contracts and leasing scenarios in particular use billing plans.

As of CRM 5.0, it is also possible to map usage-based billing. Billing plans are also used in this case.

You set up billing plan types and billing plan determination in Customizing:

→ → →

→

8/14/2019 CR100.pdf


© SAP AG CR100 10-15

© SAP AG2004

The billing unit (BU) is a CRM business partner that has the role .

The billing unit can be defined independently of the sales or service organization as a standalone.

You can assign more than one sales organizations to a billing unit (cross-sales organization billing).

A billing unit is uniquely assigned to a company code.

8/14/2019 CR100.pdf


© SAP AG CR100 10-16

© SAP AG2004

To be able to use all the CRM Billing functions, you must maintain all the activities in the

Implementation Guide under the node. For this, in IMG (SPRO) choose

.

Under , you define billing types for CRM Billing. A billing type specifies a

billing document’s characteristics and properties. The billing type attributes determine how the

system behaves during billing.

Under , you define the item categories for CRM Billing. The item category

determines the properties and characteristics of the billing due list items and the billing items. The

item category attributes specify how the system behaves during input processing and billing.

Under , you make settings for item category determination in CRM

Billing. Item Category Determination is used to define the item category for CRM Billing from data

on CRM business transactions. There are two possible ways of doing this:

In the activity , you can assign the item category for CRM Billing to a

specific combination of transaction type (process type of source application) and an item category

of the relevant CRM business transaction.

8/14/2019 CR100.pdf


© SAP AG CR100 10-17

© SAP AG2004

Under Service-related Customizing, you make settings for the services used by CRM Billing:

pricing, partner processing, text processing, and action processing.

Under Integration-related Customizing, you make settings for integrating Billing with accounting

applications. Settings regarding document types, accounts and tax codes for accounting documents

are made here.

8/14/2019 CR100.pdf


© SAP AG CR100 10-18

© SAP AG2004

The Billing Engine Framework enables you to flexibly adjust the billing application.

For details of the additional functions in the context of CRM Billing, see

→ → →

8/14/2019 CR100.pdf


© SAP AG CR100 10-21


• Understand the organizational units needed for billing and theassignments of these units

• Work with the billing due list and create individual billing

documents

• Carry out certain necessary Customizing settings to set up

CRM Billing

You want to settle sales and service transactions with CRM

Billing and so you want to familiarize yourself with this

application.

1-1 Relevant Organizational Data for CRM Billing.

1-1-1 Check if one or more billing units exist in the CRM system. Make a note of

the numbers.

1-1-2 Check in Customizing which of these billing units was assigned to the sales

organization

1-1-3 Which company code is this billing unit assigned to?

1-2 Create a new order of the type ( for the customer

and the product and maintain it in the sequence in

the ERP system.

1-2-1 Save the order and check which pricing procedure was used.

Save the order and note the number.

__________________

1-2-2 Check whether your created order was transferred to SAP ERP.

8/14/2019 CR100.pdf


© SAP AG CR100 10-22

1-2-3 Go to the SAPERP system and deliver your order.

Make a note of the delivery number.

_____________

1-2-4 Can you find an entry for your process in the billing due list after carrying

out the delivery? If not, why?

______________________________________________________

1-2-5 Carry out picking and posting goods issue in the SAP ERP system for your

process.

1-2-6 Open the billing due list billing in the CRM system again and check again if

you can find your transaction within this list.

1-2-7 Create a billing document for your sales process.

1-2-8 Are accounting documents generated in the SAP ERP system?

_________________________________

1-3 Check the relevant Customizing for CRM Billing.

1-3-1 Check the indicator for the item category (which

was determined in your transaction).

______________

1-3-2 Check out which item category for billing is assigned to your source process

category in SAP ERP and source item category .

______________

1-3-3 Take a look at the details for this item category. What billing type is used by

default? Do billing due list items need to be released before they can be

billed?

8/14/2019 CR100.pdf


© SAP AG CR100 10-23



the numbers.


organization

1-2 Create a service confirmation of the type for the customer

.

1-2-1 Create the confirmation with the following data and check which pricing

procedure was used.

Transaction Description: ##

Executing Service Employee:

Sold-To Party:

Enter a service item on the tab page.

Product:

Quantity: Choose the status .

Save the confirmation and note the number.

__________________

1-2-2 Create a billing document for your confirmation.

1-2-3 Are accounting documents generated in the SAP ERP system?

_________________________________




______________


category and source item category .

______________


default? Do billing due list items need to be released before they can bebilled?

8/14/2019 CR100.pdf


© SAP AG CR100 10-25



the numbers.

Click on Open BP ( ) and use the search help.

BP role:

Choose ENTER.

Numbers of the billing units:

_________________________________________________________


organization

The sales organization Sales US is assigned .

1-1-3 Which company code is this billing unit assigned to?

Billing unit 33 is assigned .

1-2 Create a new order of the type ( for the customer and the product and maintain it in the sequence in

the ERP system.

1-2-1 Save the order and check which pricing procedure was used.

Save the order and note the number.

__________________

Choose and then → . Enter the data

for the order.…

8/14/2019 CR100.pdf


© SAP AG CR100 10-26

…

Select the tab.

The pricing procedure found is

This pricing procedure was defined in the CRM system.

1-2-2 Check whether your created order was transferred to SAP ERP.Go to the transaction’s change mode. As soon as you are there, you will see

in the document flow that there is a replicated sales document.

1-2-3 Go to the SAPERP system and deliver your order.

Make a note of the delivery number.

Enter the order number of order you just created and choose

.

Save the delivery.

___________

1-2-4 Can you find an entry for your process in the billing due list after carrying

out the delivery? If not, why?

__________________________________________________

In the creation data, enter the value CRM-## as the user and select

There is no entry for your process

.

1-2-5 Carry out picking and posting goods issue in the SAP ERP system for your

process.

Enter your outbound delivery number, confirm your entry by choosingENTER and select .

Enter in the field. In the

field, select parameter 2 (to book goods issue immediately).

1-2-6 Open the billing due list billing in the CRM system again and check again if

you can find your transaction within this list.

Now there will be an entry with your delivery number.

8/14/2019 CR100.pdf


© SAP AG CR100 10-27

1-2-7 Create a billing document for your sales process.

In the Billing Due List, select your entry and choose .

Save the invoice.

1-2-8 Are accounting documents generated in the SAP ERP system?, because the option is not selected in billing type F2.

Go to the created billing document and choose .

In the document flow ( ), you can go to the created Accounting

documents ( ).




______________

Go to item category

Billing relevance:


category in SAP ERP and source item category .

Choose (CRM Billing).

Go to the line with and

.

Billing item category is assigned.


default? Do billing due list items need to be released before they can be

billed?

Select (CRM Billing).

Take a look at the details for item category ( ).

The billing type is stored as the default value.

The billing block indicator is not set; in other words, invoices do not have to

be released.

8/14/2019 CR100.pdf


© SAP AG CR100 10-29



the numbers.

Search for business partners that have the role

().


organization

1-2 Create a service confirmation of the type for the customer

.

1-2-1 Create the confirmation with the following data and check which pricing

procedure was used.

Choose and then → .

Transaction Description:

Executing Service Employee:

Sold-To Party:

Enter a service item on the tab page.Product:

Quantity:

In the , choose the tab page.

The is . It was created in the CRM system.

Choose the status .

Click on the button in the view (top).

Save the confirmation and note the number.

__________________

1-2-2 Create a billing document for your confirmation.

In the Billing Due List, select your entry and choose .

Save the invoice.

__________________

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 11-4

© SAP AG2004

The CRM enterprise with the CRM middleware and CRM applications is at the core of the CRM

system landscape. It takes advantage of all the benefits of the SAP Web Application Server,

including load balancing, high availability, integration, and security. The CRM server can run as a

stand-alone solution or with various back-end systems. If SAP R/3 is the back-end system, only a

plug-in is needed to handle data exchange with the SAP CRM server. CRM middleware handles data

exchange with third-party systems.

mySAP CRM supports two types of mobile scenarios: Laptop computers and handheld devices.

Laptops employ the solutions for mobile sales and mobile service, which are synchronized (using the

CRM middleware) with the applications on the SAP CRM server. Handheld applications can be used

in either online or offline mode.

The exchange of information between SAP CRM and other components, such as SAP BW and ERP

back-end systems, occurs over the CRM middleware.

8/14/2019 CR100.pdf


© SAP AG CR100 11-5

© SAP AG2004

The contains the CRM middleware, which handles the data exchange with internal

applications and external major components, such as an SAP ERP systems used as the back-end, an

SAP Business Information Warehouse or non-SAP systems. The CRM middleware also

synchronizes the databases of mobile clients with the CRM database.

are normally laptop computers on which the

is executed. Mobile clients typically connect temporarily (for example, via modem) to

the CRM Server for data exchange. The mobile clients are connected to the CRM Server via the

.

(the SAP Business Information Warehouse) is the SAP data warehouse application.

The CRM middleware can exchange messages with via standard interfaces,

for example, XML – SOAP.

that are supported: Microsoft Exchange and Lotus Domino.

If you want to link more than one CRM system or more than one ERP system, see Notes 640570 and

853430.

8/14/2019 CR100.pdf


© SAP AG CR100 11-6

© SAP AG2004

•

•

•

•

•

•

The data exchange between the CRM Middleware and external systems is performed via adapters.

The adapters map and convert data between various formats.

The CRM system supports the handling of , such as business partners,

activities and opportunities, products and product catalogs, in several CRM functional areas such as

Internet Sales, Service Interaction Center, Telesales, and Campaign Management. The CRM Server

applications exchange data with the CRM middleware via the .

Business Document (BDoc) messages are used for data exchange and data processing within a CRM

system environment (business documents process and transport business objects as one unit).

Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used

for messaging between components such as SAP ERP and SAP CRM.

8/14/2019 CR100.pdf


© SAP AG CR100 11-7

© SAP AG2004

The motivation for using as a data container for processing business

objects that logically belong together (for example, all data about one order or one partner and so on)

and for transporting them as one unit is that this avoids having to process or transport several

individual table entries.

are used for data processing within the CRM system and for data replication toward

Mobile Clients.

are defined and managed in the BDoc Repository with the the BDoc Modeler.

8/14/2019 CR100.pdf


© SAP AG CR100 11-8

© SAP AG2004

When talking about , a distinction must be made between BDoc type, the BDoc instance and

the BDoc message:

A or structure must be defined for each required business object, for example, Contact

Person, Sales Order. It contains all table entries that make up the corresponding business object.

A is a concrete example of a given BDoc type containing all field values. It does

not exist as a BDoc yet but is still to be found in the database.

A (or just ) contains modified fields only. These include new fields and

deleted fields. The difference between a BDoc message and a BDoc instance is that there is only

one BDoc instance for a business object but there can be multiple BDoc messages (with their own

IDs) for one BDoc instance. However a BDoc instance is replicated to a mobile client using a

BDoc message where all fields are filled.

8/14/2019 CR100.pdf


© SAP AG CR100 11-9

© SAP AG2004

During data exchange, data is transferred to the CRM server via the appropriate queue. The data is

validated through a validation service. The messaging layer uses for data

exchanges with the CRM Server applications, ERP back-ends and external systems.

The Administration Console will determine the receivers of the data. The appropriate adaptor

services are called and sent to the outbound queue.

The CRM middleware can apply simple intelligent replication to Messaging BDoc types. A

messaging BDoc type acts like an envelope: The CRM middleware cannot access the data inside the

envelope but can access data on the envelope. Each application uses different address information so

that, for example, sales orders can be routed according to the sales organization.

8/14/2019 CR100.pdf


© SAP AG CR100 11-10

© SAP AG2004

Initial data transfers from ERP to the system are controlled by . Here you can

use filter criteria to restrict the scope of the data according to your requirements. These filter criteria

then apply for the delta data exchange too.

To start the initial load, using Transaction R3AS ( → →

→ → → )

When changing filter criteria later, this must be checked very carefully as, in some circumstances, it

can lead to inconsistencies in the data set.

Allocation of data from CRM to other systems (including ERP) is controlled by the

.

8/14/2019 CR100.pdf


© SAP AG CR100 11-11

© SAP AG2004

The replication takes place in a star-like fashion from the CRM Server to the Mobile Clients (sites A,

B and C), SAP R/3 back-ends (site D) or non-SAP back-ends (site E).

There is no in this system. The data is therefore stored in the CRM database and in the

local client databases. No storage repository exists for regulating distribution.

Data is replicated to (local databases) and not to individual persons. A

defines the rules for how data is distributed. The replication model is created and administered in the

Administration Console.

The main tasks performed with the are:

Setting up and maintaining the , that is, maintaining replication objects, publications

and subscriptions

Managing mobile employee (users) and their passwords

Defining sites, the logical representation of data receivers within the CRM Middleware

Assigning employees to sites (site type Mobile Client only)

Defining and administering organizational structures.

To call the administration console, choose the following path: →

→ → (Alternatively, you can use Transaction

SMOEAC).

8/14/2019 CR100.pdf


© SAP AG CR100 11-12

© SAP AG2004

The above model describes simple intelligent replication - such as transfer of data to the mobile

client.

You can call the BDoc modeler via the following path: → →

→ → →

Replication Objects, Publications and Subscriptions can be administered via the Administration

Console (SMOEAC).

There is a 1:1 relationship between BDoc and Replication Object.

There is a 1:n relationship between Replication Object and Publication (mBDoc).

There is a 1:n relationship between Publication and Subscription.

8/14/2019 CR100.pdf


© SAP AG CR100 11-13

© SAP AG2004

You can load customizing and business objects from SAP backend system to SAP CRM.

Usually a customizing load is started before business objects are loaded.

Occasionally, the sequence in which objects are loaded may be significant, for example when

downloading customer material info records from SAP ERP. In such cases, you must load

information for business partners, material masters and plants first before you begin to load customer

material information.

To start initial data transfer, choose in the SAP menu→ Architecture and Technology → Middleware → Data

Exchange→ Initial Data Transfer.

8/14/2019 CR100.pdf


© SAP AG CR100 11-14

© SAP AG2004

can be exchanged between a source system and a target system, for example,between an SAP R/3 system and the CRM Server. Examples are business partner master data, orders

and product master data. Load objects are stored in the SMOFOBJECT table. They are grouped as

follows:

Business objects

Customizing objects

Condition objects

Which objects are loaded to which target systems depends on the business process and has been

defined for each application. Generally, initial loads and delta loads can be performed from SAP R/3

(SAP ECC) to CRM and vice versa (and CRM to CDB in case of a mobile scenario). However,

conditions will be loaded only from SAP R/3 (SAP ECC) to CRM. Sales orders will usually be

loaded from CRM to SAP R/3 (SAP ECC) for further execution.

8/14/2019 CR100.pdf


© SAP AG CR100 11-15

© SAP AG2004

The objects to be exchanged between CRM and SAP R/3 systems can be filtered using

.

Filters for the initial load are also used for the delta load from the SAP R/3 system. For the initial

load toward the SAP R/3 system, there is no filtering of the load objects.

Filter settings, which are stored in table SMOFFILTAB, refer to table fields. The filter for business

objects are predefined (stored in table SMOFFILFLD) whereas filters for customizing or condition

objects can be set on existing fields.

Filter options allow the filtering of business objects at the source, at the target, or at both the source

and the target for business objects. However, business data are usually filtered at the source.

Customizing or condition objects can be filtered at the source only.

Saving a filter entry triggers the automatic transfer to the Plug-In in SAP R/3.

The transaction to specify the filter criteria is found under

.

8/14/2019 CR100.pdf


© SAP AG CR100 11-16

© SAP AG2004

The transaction to start the initial load can be found at →

→ → → .

While there are no restrictions for from SAP R/3 to CRM, data transfers

from CRM to the consolidated database follow a different logic. To avoid inconsistencies between

the consolidated database and mobile application databases, a repeated initial data transfer from

CRM to the consolidated database is prevented. If you are sure that no Mobile Clients have been

supplied with data or that no data can be extracted again, then a repeated initial data transfer from

CRM to the consolidated database can be carried out. To do this, you must change an entry in table

SMOFINICUS (for more information, go to the SAP Library).

The transaction used to monitor the initial load is under →

→ → → . If the initial data transfer is not successful,

have a look at SAP Note 309734. This contains some useful hints on making a

.

You can also use the or under → → → → .

8/14/2019 CR100.pdf


© SAP AG CR100 11-17

© SAP AG2004

In certain cases, you need tools to correct data inconsistency.

Data Integrity Manager: more information on one of the next slides.

Requests: If you already know where the inconsistencies are you can use a request. The request

loads selected data (business, customizing data and conditions) from an ERP Back-End to the

CRM Database or vice versa. Note that the Request of objects from the CRM Database to an ERP

Back-End is not supported for all objects. The transactions to define and start a request are R3AR2

and R3AR4, respectively.

8/14/2019 CR100.pdf


© SAP AG CR100 11-18

© SAP AG2004

With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objects

across components within the SAP CRM system landscape.

An SAP CRM system landscape usually consists of more than one database. Every SAP CRM

system has a CRM database. In most cases data exchange with one or more SAP R/3 back-end

systems is necessary. A is the basis for data exchange with mobile clients. It

is very important to keep the objects in the different databases or datasets synchronized.

The Data Integrity Manager compares data in different components and displays inconsistencies. The

data comparisons are always carried out for the CRM database and an R/3 back-end database, and

the CRM database and the consolidated database.

For many objects, it is also possible to synchronize the data via the Data Integrity Manager.

There are two compare types available in the Data Integrity Manager: header compare and detail

compare. A header compare checks if an object instance exists in both databases. A detail compare

compares all data of an object instance found in both databases.

Some objects may not allow a header compare. The detail compare is then carried out.

8/14/2019 CR100.pdf


© SAP AG CR100 11-19

© SAP AG2004

Useful transactions:

SMWP (Monitoring Cockpit)

SMW00 (Error Handler)

SMW01 (Display BDoc Messages)

SMW02 (BDoc Message Summary)

SMQ1 (Outbound Queue Monitor)

SMQ2 (Inbound Queue Monitor)

SMQR (Queue-In Scheduler)

SMQS (Queue-Out Scheduler)

SMWT (Middleware Trace)

R3AS (Start Initial Load)

R3AC6 (Define Middleware Parameters)

R3AR2 (Define Requests)

R3AR3 (Monitor Requests)

R3AR4 (Start Requests)

SDIMA (Data Integrity Manager)

SBDM (BDoc Modeler)

8/14/2019 CR100.pdf


© SAP AG CR100 11-20

© SAP AG2004

The function lists all BDoc messages (transaction SMW01). It displays the

following:

The BDoc ID and BDoc type, the BDoc state, the flow context, the queue name, the date and time

when the BDoc message was sent

The flow trace, the data and error segments, the service in which the error occurred (last service

reached), the recipient list

The succession of BDocs if a mobile scenario is in place

Successfully processed messages appear with a green light, those still in process with a yellow light,

and those with a terminal error condition with a red light. If a message is in process and does not get

processed within a reasonable amount of time, it is possible to restart the message, view the message

content, or discard the message. A BDoc message can be marked as deleted. (Note that deleting

BDoc messages can lead to data inconsistencies however.) It is also possible to make a second

attempt at processing.

You should delete successfully-processed BDoc messages at regular intervals. This is usually done

using fix-scheduled reorganization jobs.

8/14/2019 CR100.pdf


© SAP AG CR100 11-21

© SAP AG2004

A would be that a business object was changed in a CRM Server

application, but the change (delta load) is not received in the SAP R/3 system.

In case of errors or missing data updates in the target system, you can perform the following steps:

Check Display BDoc Messages including the middleware trace information.

Check the outbound queue

Check the table BDOC_TRACK in the SAP R/3 system (which shows information on the data

handling of the R/3 application).

Check the outbound queue of the SAP R/3 system

Check the inbound queue of the mySAP CRM system

In addition, you should verify the RFC destination and the logical system assigned to your site (in

the Administration Console) and the CRM Middleware parameter settings in the CRM system and

the SAP R/3 system (for example, CRMRFCPAR). (See also unit on installation and configuration.)

8/14/2019 CR100.pdf


© SAP AG CR100 11-23

At the conclusion of these exercises, you will be able to:

• Make certain settings in the Administration Console andreproduce these.

Settings in the Administration Console are instrumental in

defining data distribution to other systems.

For this reason, you should make sure you become familiar withsome features of the Administration Console.

1-1 Familiarize yourself with the . The Administration

Console essentially specifies which data from the CRM system is to be distributed

to other systems.

1-1-1 Start the Administration Console.

1-1-2 Display the details for the object.

Display the details for the SAP R/3 site.What is the RFC destination of the site and what is the logical system?

RFC destination: __________________

Logical system: __________________

1-1-3 Take a closer look at the RFC destination and perform a test to find out

which system is being addressed.

To display the RFC destination, use Transaction

( ).

Find the corresponding destination and test this by carryingout a (test) remote login.

1-1-4 Examine the existing assigned subscription .

What is the assigned publication and replication object used?

_________________

_________________

Are there criteria values assigned to the subscription?

8/14/2019 CR100.pdf


© SAP AG CR100 11-25


• Make settings for data exchange of business partners from

ERP to the CRM system.

Before carrying out the initial data transfer, you need to perform

some important preparatory tasks. This includes defining suitable

filter criteria for data transfers.

You familiarize yourself with Object Management to enable youto define data transfers from the ERP system to the SAP CRM

system more accurately.

2-1 Familiarize yourself with . In Object Management, you

specify which data from the ERP system is to be transferred to the CRM system.

2-1-1 Take a look at the details for the business adapter

object. Which Business Document (Bdoc) is the adapter object linked to?

2-1-2 Do filter settings exist which restrict loading of ERP business partner data?

2-1-3 In the ERP system, create a new (customer) business partner for the account

group and check whether this is transferred

successfully to the SAP CRM system.

Use transaction or, alternatively,

Enter a , a and the .

Save the master record make a note of the number.

______________

2-1-4 Does the business partner appear in SAP CRM?

Perform a search in Business Partner Processing using the R/3 customer

number. What number does the business partner have in the SAP CRM

system?

2-1-5 Using the same method, take a look now at the details for the Customizing

adapter object .

Which table does this object refer to? This information is relevant for the

next exercise.

8/14/2019 CR100.pdf


© SAP AG CR100 11-27


• Perform an initial data transfer of Customizing data

You make filter settings in Object Management and transfer

Customizing data from the ERP system.

3-1 In the following exercise, you make an initial data transfer of Customizing data. To

do this, you use separately defined Customizing tables and adapter objects.

3-1-1 Display the contents of table in the ERP system.

Use transaction , or, alternatively,

Which contents are displayed? Which tables are displayed?

Note the name of one continent.

______________________

3-1-2 Display the contents of table in the SAP CRM system.

Which contents are displayed?

3-1-3 Define filter criteria for the data transfer (Customizing adapter object

).

You want to perform an initial data transfer but restrict the data transfer by

only transferring countries from one continent.

3-1-4 Now perform the initial load for your table .


Which contents are displayed now?

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 11-31

1-1 Familiarize yourself with the . The Administration

Console essentially specifies which data from the CRM system is to be distributed

to other systems.

1-1-1 Start the Administration Console.

1-1-2 Display the details for the object.

Display the details for the SAP R/3 site.

Choose the and then ( )

Double-click on the R/3 node.

Choose

What is the RFC destination of the site and what is the logical system?

The RFC destination is and the logical system is .

1-1-3 Take a closer look at the RFC destination and perform a test to find outwhich system is being addressed.

To display the RFC destination, use Transaction

( ).

Find the corresponding destination and test this by carrying

out a (test) remote login.

Call transaction and choose the .

Choose the pushbutton.

A new session is started in the ERP system.

Close the session again.

1-1-4 Examine the existing assigned subscription .

Double-click either the entry in the

structure tree on the left or in the detail area of the site (

tab page).

What is the assigned publication and replication object used?

If you called up the details of the subscription, choose the tab

page. The publication name is

Are there criteria values assigned to the subscription?

The replication object is of the type simple unfiltered and cannot be

assigned criteria values.

8/14/2019 CR100.pdf


© SAP AG CR100 11-33

2-1 Familiarize yourself with . In Object Management, you

specify which data from the ERP system is to be transferred to the CRM system.

2-1-1 Take a look at the details for the business adapter

object. Which Business Document (Bdoc) is the adapter object linked to?

Select and choose ( ).

BDoc link: .

2-1-2 Do filter settings exist that restrict loading of ERP business partner data?

Choose the R/3 source site and the Filter Settings tab.

2-1-3 In the ERP system, create a new (customer) business partner for the account

group and check whether this is transferred

successfully to the SAP CRM system.

Account group:

Choose .

Form of Address:

Name:

Country:

Save the master record make a note of the number.

______________

2-1-4 Does the business partner appear in SAP CRM?

Perform a search in Business Partner Processing using the R/3 customer

number. What number does the business partner have in the SAP CRM

system?

…

8/14/2019 CR100.pdf


© SAP AG CR100 11-34

…

Using the Locator, search for the business partner.

Search:

By:

(Number): 2-1-5 Using the same method, take a look now at the details for the Customizing

adapter object .

Which table does this object refer to? This information is relevant for the

next exercise.


Choose the tab page

The table is #.

8/14/2019 CR100.pdf


© SAP AG CR100 11-35

3-1 In the following exercise, you make an initial data transfer of Customizing data. To

do this, you use separately defined Customizing tables and adapter objects.

3-1-1 Display the contents of table in the ERP system.

Table Name: .

Choose followed by Execute ( ).Which contents are displayed?

Which tables are displayed?

, and .

Note the name of one continent.


Which contents are displayed?

Choose followed by Execute ( ).

3-1-3 Define filter criteria for the data transfer (Customizing adapter object

ZCR540_##_DO).

You want to perform an initial data transfer but restrict the data transfer by

only transferring countries from one continent.


Choose the Tables/Structures tab page and press the Filter pushbutton

( ).

Select the source site and then press Change ( ).

…

8/14/2019 CR100.pdf


© SAP AG CR100 11-36

…

Enter the following filter settings

Field:

Operator: =

LOW: for example Save the settings. You will receive a message confirming that these filter

criteria have been changed successfully in the backend system.

3-1-4 Now perform the initial load for your table .

Load object:

Choose ().

Acknowledge the popup.


Which contents are displayed now?

Choose followed by Execute ( ).

The table now contains some entries with countries from the continent you

entered in the filter criteria.

8/14/2019 CR100.pdf


© SAP AG CR100 11-37

4-1 In the following exercise you exchange business partner data between the ERP and

SAP CRM systems and, in doing so, cause a deliberate error during data transfer.

Using a suitable monitor, you perform an error analysis and rectify the problem.

4-1-1 In the system, open the business partner in

Open the business partner ##Stockmann AG and switch to change mode.

4-1-2 Change the customer ERP system by entering an

additional region for instance and then save the master record.

Customer:

Choose ENTER.

Region: for example,

Save your data.

4-1-3 Check that this change is displayed in the SAP CRM system. To do this,

exit the Business Partner transaction and restart it.

The changes are not displayed.

4-1-4 Take a look at the BDoc message that was generated during this data

exchange.

Select the using the queue name for example.

Choose ( ).

Queue name:

Choose ().

If multiple entries are listed, search for the correct entry using transmission

time and transmission date.

8/14/2019 CR100.pdf


© SAP AG CR100 11-38

4-1-5 Take a look at the error message. Why does the message have the error

status (E04)?

Select the relevant entry (red traffic light) and choose

( ).

One of the messages indicates that the business partner is currently being

processed.

4-1-6 Ensure that the business partner ##Stockmann AG is not being processed in

the CRM system and reprocess the BDoc message. Check that the data has

been processed correctly by, for example, opening the business partner

again.

Select your entry and choose ( ).

The message that follows is very important and in this case you can answer

using

After reprocessing, the CRM business partner should contain the correct

data and one region only.

8/14/2019 CR100.pdf


© SAP AG CR100 12-4

© SAP AG2004

The SAP NetWeaver Portal enables users to access various SAP and non-SAP applications as well as

documents and other information sources.

BSP = Business Server Page. A BSP application is – like with a transaction in the classic sense – an

application that is functionally self-contained. This application is not executed in the SAPGUI

however, but in a Web Browser.

8/14/2019 CR100.pdf


© SAP AG CR100 12-5

© SAP AG2004

(no additional installation on client)

access to information

(same patterns for navigation andlayout used on all screens)

User-friendly user interface:

Intuitive and recognizable interaction design

Easy navigation and Web-like behavior

Preconfigured user roles:

Preassembled content for complete business tasks

Easy adaptation of the roles for specific needs

Knowledge Management (KM):

Users want easy access to the knowledge of the entire enterprise through a single point of access.

Documents should be displayed within their specific context (for example, a CRM transaction).

This context should be automatically accessed from the KM search result list.

Personalization and configuration:

Users require personalization options to adapt content to their liking.

User interface needs to be flexible and configurable to embrace customer-specific business

requirements.

8/14/2019 CR100.pdf


© SAP AG CR100 12-6

© SAP AG2004

The usage of other Business Packages depends on the business scenario.

The documentation of the Business Packages can be found in the SAP Developer Network.

Business Packages (BP’s) are compressed files containing all roles, worksets, iViews, and so on.

Business Packages (BP’s) can be downloaded from the SAP Developer Network and uploaded to the

Portal server.

8/14/2019 CR100.pdf


© SAP AG CR100 12-7

© SAP AG2004

The Portal Content Portfolio page is the primary delivery mechanism for business packages. It has

three primary functions:

Informing customers about available packages, worksets, and iViews and making this content

available for download

Supporting the developer community in creating new content and offering it to SAP Portals

customers

Delivering updates and patches

You can obtain business packages from SAP and from both certified and non-certified partners via

the Internet under https://www.sdn.sap.com/irj/sdn/developerareas/contentportfolio. On the website,

you can perform searches for business packages and also inform yourself about the details of certain

business packages. To download business packages, you need a user ID, which you can also request

on this website. This user enables you to access all business packages available. Provided that you

possess the licenses required, you can start downloading business packages immediately.

: Consultants should always use the customer’s user ID to download business packages from

the Portal Content Portfolio.

For further information on installation of business packages, see

SAP

NetWeaver Key Areas ->

8/14/2019 CR100.pdf


© SAP AG CR100 12-8

© SAP AG2004

The is one of the central concepts of the SAP NetWeaver Portal. A role is a collection of tasks,

services and information for a group of users. The role defines which service and information the

user should be able to access and the activities he or she may perform.

User access to content is determined by . A portal role is a collection of content. The

portal content is developed to enable access to information that is relevant for the company that uses

the portal. The roles define which content parts are available for each function role in the company.

Users are assigned to the role or roles that provide content relevant to them. A user has access to the

content that has been assigned to all of his or her roles.

The role definition determines the navigation structure within the portal. The navigation structure

consists of the top-level navigation bar, and the detailed navigation tree. The top-level navigation bar

is a series of tabs in the title area of the portal header.

A page can display a detailed navigation tree. The navigation tree presents a hierarchical list of portal

pages and services. A user can navigate portal pages and services by clicking on the nodes in the

detailed navigation tree. Using the role definition, users can specify whether detailed navigation trees

are to be shown. In addition, the role definition is used to configure both navigation at the highest

level and also detailed navigation.

8/14/2019 CR100.pdf


© SAP AG CR100 12-9

© SAP AG2004

Personalization is a critical success factor for mySAP CRM:

Easy customization and personalization enables the user to have the right information at the right

place.

Personalization enables quick navigation to relevant information.

Personalization provides an optimized working environment for users.

8/14/2019 CR100.pdf


© SAP AG CR100 12-10

© SAP AG2004

For information about personalization of the portal, have a look in the SAP Library under

. Choose the following path there:

For information about personalization of iView, have a look in the SAP Library under .

Choose the following path there:

8/14/2019 CR100.pdf


© SAP AG CR100 12-11

© SAP AG2004

You can use the link to personalize a results list - for example show/hide fields and

influence the sequence of the fields.

8/14/2019 CR100.pdf


© SAP AG CR100 12-12

© SAP AG2004

Objects can be added or removed from the list of my favorite objects.

Using the advanced search users can create and store their self defined search variants.

These search variants can be selected and executed from the drop-down listbox.

Also predefined searches (CRM customizing) are shown in the drop down listbox.

8/14/2019 CR100.pdf


© SAP AG CR100 12-13

© SAP AG2004

Central search:

Searching for specific data and documents is one of your most important tasks in People-Centric

UI. The iView for the central search provides you with a fast and flexible tool in the portal.

You can stipulate which business objects and which attributes are available for each business

object in the central search.

Various views are available:

List: This is mainly used for searching and displaying various data records. You also have an

option with this view.

Summarized: This provides the most important information for a selected application in a single

view. Note you cannot enter or edit any data on this page however.

Details: Details are contained in a screen area in which you can view and edit all information for

an application.

8/14/2019 CR100.pdf


© SAP AG CR100 12-14

© SAP AG2004

Possible object assignments

Pages can contain pages and iViews

Worksets can contain worksets, pages and iViews

Roles can contain roles, worksets, pages and iViews

Groups can contain users

Roles can be assigned to groups and users

iViews can not contain other content objects

8/14/2019 CR100.pdf


© SAP AG CR100 12-15

© SAP AG2004

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

Select a role in the role catalog ( structure).

Right-click the role and choose .

Navigate to the customer specific area within portal content directory.

Use right-click and e.g. choose if you want an independent object.

Use right-click and e.g. choose if you would like inheritance take place

(Parent-Child relationship).

Open your role and change properties accordingly.

8/14/2019 CR100.pdf


© SAP AG CR100 12-16

© SAP AG2004

-

-

Select a role in the Portal Content (either or tab) area and right-click on the

object. Choose to edit the role.

You can edit the object by adding new entries or removing existing ones and by changing

properties.

If possible, save your role. When you remove a Workset from a role (Delete), changes are

effective immediately. No save necessary.

You should modify roles delivered by SAP (such as the role for the portal administrator and

the Knowledge Management administrator).

If you want to adjust or change an object that does not belong to your namespace,

. Also read Delta Links and Upgrade of Business Packages.

8/14/2019 CR100.pdf


© SAP AG CR100 12-17

© SAP AG2004

User Management System

(LDAP Directory)

Portal

E.g. Lightweight Directory Access Protocol (LDAP) is supported.

The SAP NetWeaver Portal is an easy-to-use tool for assigning roles to users and groups or,

conversely, for assigning users or groups to roles.

Procedure for Assigning Roles

Search for the user in

Edit the user.

Search for available roles and assign them to the user.

Save the user.

Every user will be assigned to group and the role .

8/14/2019 CR100.pdf


© SAP AG CR100 12-18

© SAP AG2004

appl=CRMM_ACCOUNT&...

CRM uses an approach where only one BSP application exists (CRM_BSP_FRAME). All the

various applications like Account Management, Opportunity Management and so on are managed

internally by a URL parameter known as . The personalization is realized by the BLVIEW

parameter.

8/14/2019 CR100.pdf


© SAP AG CR100 12-19

© SAP AG2004

To create a view, choose the following path:

The iView property allows you to address a view; use

parameter

8/14/2019 CR100.pdf


© SAP AG CR100 12-20

© SAP AG2004

Transaction CRMC_BLUEPRINT_C leads you directly to the

The replaces the Business Application Builder and the CRM Designer. This is

started via an (ABAP) transaction and is a graphical drag and drop tool.

You can use the Customizing tool to modify field groups, group tab pages and group toolbars.

The Customizing tool displays both static and dynamic elements, provides a preview and contains a

consistency check.

8/14/2019 CR100.pdf


© SAP AG CR100 12-23

R-


• Create search queries and understand their meaning

• Personalize a results list

• Explain the difference between the List and Form views.

People-Centric User Interface users need to get a better understanding of

the PC UI application. As a first step it is necessary to understand simplepersonalization features when creating result lists.

1-1 Familiarize yourself with the People-Centric UI and its applications. Using the

example of the application, you familiarize yourself with the

personalization options.

1-1-1 Log on to the portal.

1-1-2 Select the application → count→ .

Select Extended Search. This is only available in the List view. If necessary,

switch to this view.

Search for accounts with the postal code .

Save your query under

Describe exactly what is saved

________________________________________________________

1-1-3 Personalize the search result list.Choose the Personalization link, select and deselect fields and change the

order of appearance.

1-1-4 Only display accounts for the city of Seattle.

1-1-5 Sort your search result list by house numbers.

1-1-6 Export the results list to a file.

8/14/2019 CR100.pdf


8/14/2019 CR100.pdf


© SAP AG CR100 12-25

R-


• Reproduce portal personalization options

• Explain the basic content of a standard portal role

You would like to become familiar with user and content information

within the Enterprise Portal. You also need to gain a better understanding

of standard portal content such as roles, worksets, pages and iViews.

2-1 Analyze an existing portal user as well as an existing portal role. In the following

you will become familiar with user management (Identity Management) for the

SAP NetWeaver portal.

2-1-1 Take a look at portal personalization. Which options do you have to

personalize the user specific portal environment?

2-1-2 In search for user and display the

details.

a) Which user ID is assigned to Mike Burton?

b) To which roles is this user assigned?

c) Which other actions can you execute from the user search result list?

2-1-3 Take a look at the icon legend within →

You will see some of those icons again in the further course of this

exercise.

2-1-4 In , search for the role, open it and

find out more about the content of this role.

a) Where is this role located in the portal catalog?

b) Which worksets are assigned to the role? How many of them are marked

as entry points? Use the legend as a reference.

c) What are the contents of the workset in the

workset?

d) Call up the page in the Service Performance Analysis workset

of the workset. How many iViews does this page comprise?

d) How do you find out which BW query is called from each of these

iViews?

8/14/2019 CR100.pdf


© SAP AG CR100 12-27

R-


• Copy a standard PCUI role and modify it.

• Make necessary settings in the SAP CRM system.

You would like to become familiar with user and content information

within the Enterprise Portal. You also need to gain a better understanding

of standard portal content such as roles, worksets, pages and iViews.

3-1 Copying a portal role and changing it according to your needs. In the steps that

follow you will copy an existing portal role and then modify it. In addition, you will

generate a suitable user role in the CRM system corresponding to the portal role

responsible for portal navigation for example.

3-1-1 Create a subfolder in the folder CRM Training

3-1-2 Copy the role from the corresponding folder in the newly-

created ##Group folder.

Right-click to use the copy & paste function.

Change the and of the role to .

What is the complete ID for this role? You can find this information further

down under .

3-1-3 Delete the workset. Answer the dialog with .

3-1-4 Go to and assign the newly-created role to the user

CRM-##.

Refresh the display (F5). What do you notice?Go to → → and

call the Account Media Store (3271).

Can your see any hyperlinks on the tab?

8/14/2019 CR100.pdf


© SAP AG CR100 12-28

3-1-5 Generate a new user role in the CRM system.

Create a new user role in the SAP

CRM system using the existing role SAP_PCC_SERVICE_MANAGER as

a template.

3-1-6 Assign the newly-created role to the user CRM-##.

3-1-7 Assign your newly-created portal role to the individual role you have just

created.

Carry out this setting in CRM Customizing.

3-1-8 Use the role copier to generate object links.

Individual role (source):

Confirm the entry with ENTER.

Individual role (destination):

Confirm your entry with ENTER.

Destination role priority: 10

Execute the activity in test mode to start with and then the

.

3-1-9 Log on to the portal again and check whether the hyperlinks are now visible.

8/14/2019 CR100.pdf


© SAP AG CR100 12-29

R-

1-1 Familiarize yourself with the People-Centric UI and its applications. Using the

example of the application, you familiarize yourself with the

personalization options.

1-1-1 Log on to the portal.

1-1-2 To save the search strategy, choose Only the search attributes are saved, not the search result list. If you select

your predefined search the next time, the system starts the search again with

exactly the same search attributes, though the result list might be different.

1-1-3 Click on the link in the upper right area of your result list.

1-1-4 Click the Filter On button and enter Seattle in the City row.

1-1-5 Perform a single or double click on the House Number field.

1-1-6 Choose the Export pushbutton.

8/14/2019 CR100.pdf


© SAP AG CR100 12-31

R-

2-1 Analyze an existing portal user as well as an existing portal role. In the following

you will become familiar with user management (Identity Management) for the

SAP NetWeaver portal.

2-1-1 Click on the link in the upper right corner of the browser

window.

Users can personalize the portal theme for example (influences the fonts and

colors of portal pages) or portal language. Users can also change their userprofile and password.

In addition, users can configure WorkProtect mode which allows them to set

the handling of unsaved data during navigation.

2-1-2 Choose User Administration→ Identity Management

Under the for , enter the surname and press

.

a) Mike Burton’s user ID is .

b) Choose the tab Select and choose. You can see that the user is assigned to the roles [Description]

, , and .

c) You can, for example, modify or lock the user.

…

8/14/2019 CR100.pdf


© SAP AG CR100 12-32

…

2-1-3 The following icon legend can be observed:

Folder iView (Hidden)

iView Folder (Added to Delta LinkTarget)

iViewTemplate Folder (Changed in Delta Link

Target)

Page iView (Added to Delta Link

Target)

Page Template iView (Changed to Delta Link

Target)

Workset Portal Page (Added to Delta Link

T)

Role Portal Page (Changed to Delta

Link T)

Page Layout Workset (Added to Delta Link

Target)

Unclarified Link Workset (Changed to Delta Link

T)

Business Object Business Object (Existing)

iView (Locked in Page) Business Object Operation

8/14/2019 CR100.pdf


© SAP AG CR100 12-33

2-1-4 Click → and go to the Search tab.

Enter the following:

Search In:

Object Type:

Search For:

Press .

Select the in the results list. In the Quick Info, you will see the

identity for this role. This ends in

a) Perform a right-click and select . The directory

structure of the portal catalog will open up and you will see the relevant

location.

Right-click to open this role and choose .

b) In the details area on the right hand side, you will see that the followingworksets are assigned to the role:

and

Six of the seven worksets are marked as entry points, meaning that they

show up in first level navigation. It is not necessary to check the properties

of the worksets. The font (bold) provides you with you the information.

c) The workset contains three pages -

and plus

iViews.c) Right-click the page and choose .

The page contains two iViews.

e) Select one of these iViews and choose the pushbutton.

In the on the right-hand side. choose the

. Here you will find information on the

BW Report ID.

8/14/2019 CR100.pdf


© SAP AG CR100 12-35

R-

3-1 Copying a portal role and changing it according to your needs. In the steps that

follow you will copy an existing portal role and then modify it. In addition, you will

generate a suitable user role in the CRM system corresponding to the portal role

responsible for portal navigation for example.

3-1-1 Link, user and password are provided by your trainer.

Navigate to →

Use the structure on the left to navigate to →

Right-click to create a subfolder .

3-1-2 Stay within the structure and navigate to:

→ → → →

Search for the role.

Right-click to select the role and choose .

Navigate to the newly-created folder within and right-clickto .

Answer the dialog with .

Once you have inserted the role into your folder, first change the ID by

right-clicking to select the object and choose . Follow the

instructions in the dialog and assign as the new object

ID.

Now open the object and change the and of this role to

The complete ID for the new role is:

Save your settings.

8/14/2019 CR100.pdf


© SAP AG CR100 12-36

3-1-3 Right-click on the Analytics workset and choose . Answer the dialog

with .

3-1-4 Navigate to User Administration→ Identity Management

Search for the user

Select the entry by choosing the pushbutton at the start of the row.

Choose and go to the tab.

Search for your newly-created role using the search string *##service*.

Select your role and choose .

Press the button in order to save the user.

Press F5 or use the browser refresh icon.

.

Go to → → and

call the Account Media Store (3271).

Choose the tab

8/14/2019 CR100.pdf


© SAP AG CR100 12-37

3-1-5

Role:

Choose .

To role:

Choose .

3-1-6

User: CRM-##

Choose .

Choose the tab.Role:

Save the user.

3-1-7

Choose .

Select .

Role:

Portal role:

Save this data.

3-1-8

Layout of User Interface (People-Centric UI)→ Navigation (URL

Generation)→ Use Role Copier for Object Links

Individual role (source):


Individual role (destination):


Destination role priority: 10

Execute the activity in test mode to start with and then the

.

3-1-9 The hyperlinks will now be displayed.

8/14/2019 CR100.pdf



© SAP AG2004

Address 3

Delivery address

Correspondence

addressSend reminder Application

program

Address 2

Address 1

Deliver goods

Send letter

BP

Through Customizing, you can ensure that the different addresses of a business partner are

determined correctly by the system for the different partner functions in a business process (forexample, send invoice to bill-to address).

In the Business Partner master, you enter the different addresses of the business partner. One address

is marked as the standard address.

You can assign the addresses to different address types (address usages), which you predefined in the

Customizing.

Several addresses can be assigned to the same address type, but only one is marked as the standard

address.

8/14/2019 CR100.pdf



© SAP AG2004

The worldwide use of SAP software requires the use of many different fonts. International address

versions (or versions for short) are an attribute of Business Address Services that enable addresses tobe printed in different fonts depending on the country. In this context, the term does

not refer to special country-specific letters or symbols within a character set, such as vowels with

umlauts in German and vowels with accents in French, but rather fonts that consist of their own

character sets.

When printing addresses, note that the font of the addresses to be printed is not determined by the

current logon language or the logon language at the time of address creation. International address

versions enable the same address to be printed in different fonts (or versions), depending on certain

parameters.

A Japanese address is to be printed in Kanji (Chinese characters) if the sending company is also in

Japan, or in international font if the sending company is not in Japan.

See also SAP Note 316331 about international address versions.

8/14/2019 CR100.pdf



© SAP AG2004

In Business Address Services, interfaces for partner products are provided for the attachment of tools

for duplicate check and error tolerant searches. The prerequisite for the duplicate check is that a solution of a third-party provider is used and the

implementations for the Business-Add-Ins ADDRESS_UPDATE and ADDRESS_SEARCH are

active (transaction SE19).

You can customize postal validation. You can maintain a separate post-customizing for each country.

The archiving flag (BUT000-XDELE) is set manually or via a BAPI.

Data dependency test: The business partner cannot be archived when the following statements are

true:

The business partner is a reference business partner.

The business partner is being used in a business transaction (for example, in an activity,

opportunity, sales order, lead). Business transactions must first be archived.

The business partner is an active organizational unit. Relationships to a product exist (for example, customer order number): Partner/product ranges

must first be archived.

An Internet user exists.

8/14/2019 CR100.pdf



© SAP AG2004

:

Before can be carried out, the redundant data must be determined in the system. The following possibilities for duplicate recognition exist:

External search engine – The Business Address Services (BAS) provide an interface for

integrating any necessary external software such as a search engine.

Customer-owned programs

Services from data providers to search your data for possible duplicates

In individual cases you can find potential business partner duplicates in the hit list of the business

partner search.

Redundant data records must have been determined in the system.

To use the Business Address Services interface, make the following settings in Customizing: In the

IMG, choose →

→

→

Perform the following system settings in the SAP Business Partner IMG: Choose → → →

8/14/2019 CR100.pdf



© SAP AG2004

(all data records

with status

The archiving flag (BUT000-XDELE) is set manually or via a BAPI.

Data dependency test: The business partner cannot be archived when the following statements aretrue:

The business partner is a reference business partner.

The business partner is being used in a business transaction (for example, in an activity,

opportunity, sales order, lead). Business transactions must first be archived.

The business partner is an active organizational unit.

Relationships to a product exist (for example, customer order number): Partner/product ranges

must first be archived.

An Internet user exists.

Phases 2 and 3 of the archiving process must be initiated directly in the Archive Development Kit

(ADK). The phase 1 tasks can be completed by periodic collective processing.

Status ARCR stands for archivable.

8/14/2019 CR100.pdf



© SAP AG2004

Date management enables you to process as many dates as you wish in a transaction. It is used, for

example, in contracts (for cancellations date, run times), activities (total duration of an activity), andquotations (valid to date). You can use date management in any other transaction types. You define

specific dates, or the system can calculate dates using date types, durations and date rules.

The date profile controls which reference objects, time duration, date types, and date rules can be

used in a specific transaction type.

8/14/2019 CR100.pdf



© SAP AG2004

Date types are descriptions of business transaction dates, for example, start of contract, end of

contract, date of signature. The duration is the period between two points in time. It consists of a numerical value and definable

time unit.

Date rules for calculating times are defined in XML.

8/14/2019 CR100.pdf



© SAP AG2004

Content Management is a function of the SAP Web Application Server, which is used in SAP CRM

in various areas, for example, for business partner- and product master data.

In the business transaction, the various Content Management functions are available on header- and

item level.

Integration with the ArchiveLink functionality: In Customizing, you can define which

documentation for the appropriate business objects is linked to the ArchiveLink functions. To do

this, in Customizing, select the

Additionally, you can create ArchiveLink documents from Content

Management.

The exchange of Content Management documents with CRM Mobile is possible. Usage of filter

profiles allows you to specify which documents are to be transferred to the Mobile Client.

For technical information on Content Management, see the SAP Help portal under

http://help.sap.com -> SAP NetWeaver -> SAP Web Application Server -> SAP NetWeaver

Components -> SAP Web Application Server -> Basis Services / Communication Interfaces (BC-

SRV) -> Knowledge Provider (BC-SRV-KPR) -> Content Management Service (BC-SRV-KPR).

Please see OSS note 720434 for information on .

8/14/2019 CR100.pdf



© SAP AG2004

Functions for Content Management are on the tab page.

Special functions in SAP GUI:

Sending documents: You can send business partners documents linked to a business transaction,

for example, by e-mail or fax.

Creation of personal- and generally visible notes at document level.

Document templates: You can define templates for your documents that will be available to you

later in Content Management. For more information, see the Implementation Guide under

→ → →

.

8/14/2019 CR100.pdf



© SAP AG2004

serve as data containers on the CRM Server and between the CRM Server and the

Mobile Clients. Data from SAP R/3 systems and other systems are received via BAPIs, XML files, Idocs or ASCII

files. This data is mapped to fill BDocs for further distribution.

Several layers can be distinguished to technically enable the data transfer between the systems

involved:

The TCP/IP transfer protocol is usually used on the network.

Remote Function Calls (RFCs) or the File Transfer Protocol (ftp) provide data.

BDocs, IDocs, XML messages or ASCII flat files contain the actual data.

8/14/2019 CR100.pdf



© SAP AG2004

In an SAP CRM system environment, local components or must be connected to the central

component permanently or temporarily so that messages can be exchanged. Sites (not users) are thesmallest addressable unit in Replication and Realignment. They are identified by a global identifier

(GUID).

Each site has a type. Sites of the same type use the for exchanging data between

the CRM Server and the sites. There is a range of site types available for connecting SAP

components.

Sites are created in the Administration Console, a CRM Middleware tool for the administration of

the data exchange of sites (local components). An SAP R/3 system is created, for example, as a site

using the site type R/3. SAP provides many standard site types: CRM, CDB, R/3, Mobile client,

External interface for XML, External interface for Idocs.

You can create your own user-defined site types in Customizing. To do this, choose:

→

→

→ →

8/14/2019 CR100.pdf



© SAP AG2004

The main tasks of a synchronization flow comprise the storage of files in the consolidated database

(CDB) and the realignment service, that is, the redistribution (synchronization) of data to mobileclients → → → →

An sBDoc can be processed in two ways:

If assigned to an mBDoc, it is (always) mapped to this mBDoc, which is then passed to messaging

flow for validation in the CRM Server.

If not assigned to an mBDoc, the sBDoc is (always) passed to synchronization BDoc outbound

processing.

processing can be done in two ways:

Initial load processing updates the CDB only.

Notification (delta) processing takes place if the data distribution is active (table SMOFINICUS)

and receiver determination, realignment, extract, and other processes need to run.

8/14/2019 CR100.pdf



© SAP AG2004

The figure shows a more detailed overview of SOAP/XML processing.

SOAP/XML messages can be sent to XML messaging systems, which convert the XML into otherXML schemata based on mapping rules and send these messages to other applications based on

routing rules.

For CRM – Business Connector communication, IDocs should be used. An IDoc transfer is quicker

in comparison to SOAP/XML because, unlike an XML document, the IDoc document contains no

metadata information (tags), therefore, the size of document sent down the line is substantially

smaller in comparison.

8/14/2019 CR100.pdf



© SAP AG2004

The figure shows a more detailed overview of IDoc processing.

IDocs can be used to send messages to the Business Connector where an IDoc XML document willbe established and mapped to other XML schemata such as Rosetta Net, xCBL or the customer‘s

own schemata.

IDocs can be used to send messages to a flat file.

IDocs can be used to send messages to an ALE converter where IDocs are mapped to standardized

message formats (EDI communication). IDocs can be used to send messages to an ALE messaging

system. In contrast to an ALE converter, the message handler will not perform any conversion or

mapping but instead receives IDocs and sends them to applications for processing.

IDocs can be used to send messages to an EDI subsystem. In contrast to an ALE converter, the EDI

subsystem does not use direct program-to-program communication for transferring IDocs.

8/14/2019 CR100.pdf


© SAP AG2004

The provides data to an SAP Business Information Warehouse (SAP BW)

system and receives reports from an SAP BW system to replicate them to Mobile Clients. However,only the extract function is available in a pure CRM Server Applications scenario (without Mobile

Clients) because CRM Server Applications users will have direct access to an SAP BW system. The

load of Solution Workbooks to the CRM system and, consequently, to Mobile Clients, is covered in

the course