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SAP ERP Central Component, SAP CRM 5.0
2006/Q2
Material number: 50078977
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This document is a preliminary version and not subject to your license agreement or any other
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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.
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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
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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.
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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?
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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.
1-3-2 Leave the transaction and start it again.
Have your default changes been included?
1-3-3 With the help of the locator you select all the transactions created by the business
partner TRAINING.
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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
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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.
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1-2-3 Leave the transaction and start it again.
Have your default changes been included?
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.
1-3-2 Leave the transaction and start it again.
Have your default changes been included?
, 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.
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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).
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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).
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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
.
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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: → →
→ → →
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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
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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.
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*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.
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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.
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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).
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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.
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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.
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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.
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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.
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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).
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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.
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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.
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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.
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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.
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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.
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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 .
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At the conclusion of this exercise, you will be able to:
• 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.
...
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…
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.
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At the conclusion of this exercise, you will be able to:
• 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.
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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.
2-2-4 Start the transaction for maintaining business partners and create a person in
the role ## in order to check the settings made in
Customizing.
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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.
…
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…
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.
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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).
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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.
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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.
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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.
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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.
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 .
…
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…
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.
2-2-4 Start the transaction for maintaining business partners and create a person in
the role ## in order to check the settings made in
Customizing.
Select to create a new business partner of the type Person.
Select the role and check the settings you have entered.
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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.
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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.
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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”.
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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.
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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.
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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.
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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.
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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.
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The service team is a service group that executes the service tasks. It is relevant for resource
planning.
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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.
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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 .
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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.
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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.
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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
Distribution channel: 10
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.
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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
Distribution channel: 10
Team 2Team 2 Sales organization:
Distribution channel: 10
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.
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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.
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•
•
•
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.
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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.
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At the conclusion of this exercise, you will be able to:
• 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?
______________________________________________________
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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?
______________________________________________________
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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
.
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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: →
→ → →
.
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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.
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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.
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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.
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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.
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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.
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At the conclusion of this exercise, you will be able to:
• 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.:
Distribution Channel:
Choose ENTER.
Material Short Text: ##
Base Unit of Measure:
Material Group:
…
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...
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?
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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.
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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?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
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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:
Base Unit of Measure:
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?
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2-3 Enhance your product master in SAP CRM. A number of steps are necessary for
this. They should be performed in the following order:
2-3-1 First, create two new attributes.
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).
2-3-2 Create a set type ## ( ##) for
and assign to it the attributes you created in the previous exercise.
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.
2-3-4 Go to product maintenance and change your product by entering and saving
the relevant hierarchy and category in product categories in .
After you have released the data ( ), the new fields become visible.
Use the search help (F4) to maintain values and save the product.
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2-4 Templates on the product master.
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?
2-4-2 Go to Customizing and call Maintain Mini-Templates (for products).
Display the mini-template ( ).
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 Comprehension questions about the product master
2-5-1 What product types does the SAP CRM system recognize?
_____________________________________________________
_____________________________________________________
2-5-2 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?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
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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 .
1-2-2 Include the product in your worklist.
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.
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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.
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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.
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.
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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.
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1-5 Comprehension questions about the product master
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
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?
. 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.
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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.
Base Unit of Measure:
Choose the tab.
Condition Type: 0PR0
Choose the key combination
().
Sales Organization:
Distribution Channel: Amount:
Currency:
Choose Save
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2-2 Locator and worklist in the product maintenance.
2-2-1 Include the product in your worklist.
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.
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2-3 Enhance your product master in SAP CRM. A number of steps are necessary for
this. They should be performed in the following order:
2-3-1 First, create two new attributes.
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 .
2-3-2 Create a set type ## ( ##) for
and assign to it the attributes you created in the previous exercise.
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.
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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.
2-3-4 Go to product maintenance and change your product by entering and saving
the relevant hierarchy and category in product categories in .
After you have released the data ( ), the new fields become visible.
Use the search help (F4) to maintain values and save the product.
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2-4 Templates on the product master.
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.
2-4-2 Go to Customizing and call Maintain Mini-Templates (for products).
Display the mini-template ( ).
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.
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2-5 Comprehension questions about the product master
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
2-5-2 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?
. 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.
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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.
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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).
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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.
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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.
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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.
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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.
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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.
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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.
→ → →
→
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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.
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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:
→ → →
→
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The status line displays the user status if a status profile exists; otherwise, the status line displays the
system status.
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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.
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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.
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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 → → →
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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.
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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 → .
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At the conclusion of this exercise, you will be able to:
• 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.
____________
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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
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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.
___________________
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At the conclusion of this exercise, you will be able to:
• 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.
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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 service transaction of the type for the sold-to
party ##.
1-1-2 Which transaction type (technical key) represents this transaction?
__________________________________________________
1-1-3 Enter the product with the number and a quantity of in the
field in the item details.
Which item category is determined by the system?
________
1-1-4 Save the transaction and note the number.
______________
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.
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 item
category determined?
1-2-3 In Customizing, check whether this item category contains a date profile.
Is the indicator set for the item category?
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 suitable examples.
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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
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 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.
1-4-1 In Customizing, set up 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 .
1-4-4 Save your entries.
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.
Save the transaction and note the number.
________________
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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
in the previous exercise.
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.
____________________________
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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.
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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 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.
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.
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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.
Choose ( icon).
Choose .
Enter in the field and in the
field and confirm your entry.
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 again
after making the settings.
Select the tab. In the field, the
technical key is also displayed before the name of the transaction type.
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?
_______
Go to the tab page and in the field, enter the number
with the and confirm your entry.
The system determines the item type .
1-1-4 Save the transaction and note the number.
____________
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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?
button.
1-2-2 Where in Customizing will you find the detailed settings for the item
category determined?
1-2-3 In Customizing, check whether this item category contains a date profile.
Select entry and click on the icon ( ).
The item category has .
What indicator does this item category have?
In the dialog structure, double-click on
Select the transaction category and double-click on
in the dialog structure.The item category is .
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.
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
().
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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.
1-3-1 Search for the existing transaction type .
button.
1-3-2 Select the line and choose .
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 .
1-3-4 Confirm the dialog box (number of copied dependent entries) with .
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
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1-4 In order to use the new transaction type, it is necessary to maintain
.
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 .
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.
1-4-4 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 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.
The system determines the item type .
Save the transaction and note the number.
___________________
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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
the target transaction type is missing.
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).
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Now add the missing entry.
Click the button.
Source transaction type:
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.
Open the ## you created in the first exercise.
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.
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At the conclusion of this exercise, you will be able to:
• 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.
3-1 Settings for text determination
3-1-1 Which text determination procedure is used in transactions of the type
##Quotation?
button
View the of your transaction type .
The transaction type uses the text determination procedure .
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?
Select the text object ( )
Double-click on the entry in the structure tree.
Select the entry .
Double-click on the entry in the structure tree.
The text types
and are used.
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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
text determination procedure ID and ## as
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.
3-1-5 Assign the text determination procedure you created, , to your
transaction type ().
Change the of your transaction type .
Text determination procedure:
Save your entries.
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.
Yes, the new text type is displayed in transactions of the type
on the tab page (header data).
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At the conclusion of this exercise, you will be able to:
• 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.
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 ##.
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 .
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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 service transaction of the type for the sold-to
party ##.
Choose ( icon).
Choose
Enter in the field and confirm your entry.
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 .
Select the tab. In the field, the
technical key is also displayed before the name of the transaction
type.
1-1-3 Enter the product with the number and a quantity of in the
field in the item details.Which item category is determined by the system?
________
In the ( ) field, enter the number with the
and confirm your entry.
The system determines the item type .
1-1-4 Save the transaction and note the number.
______________
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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.
1-2-1 Where in Customizing will you find the detailed settings for the transaction
type used?
button.
1-2-2 Where in Customizing will you find the detailed settings for the item
category determined?
Choose .
1-2-3 In Customizing, check whether this item category contains a date profile.
Is the indicator set for the item category?
Select entry and click on the icon ( ).
The item category contains the date profile .
In the dialog structure, double-click on
Select the transaction category and double- click on
in the dialog structure.
The item category is indicated as .
What indicator does this item category have?
In the dialog structure, double-click on
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).
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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.
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 .
1-2-5 What other factors can influence the determination of an 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.
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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.
1-3-1 Search for the existing transaction type .
button
1-3-2 Select the line and choose .
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 ## .
1-3-4 Confirm the dialog box (number of copied dependent entries) with .
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
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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
in the previous exercise.
Open the ## you created in the first exercise.
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
the target transaction type is missing.
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).
Now add the missing entry.
Click the button.
Source transaction type:
Target transaction type:
Choose ENTER and save.
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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.
Open the ## you created in the first exercise.
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.
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3-1 Settings for text determination
3-1-1 Which text determination procedure is used in transactions of the type
## ?
button
View the of your transaction type .
The transaction type uses the text determination procedure
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?
Select the text object ( )
Double-click on the entry in the structure tree.
Select the entry .
Double-click on the entry in the structure tree.
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
text determination procedure ID and ## as
the description.
Naviagate to in the structure tree.
Select the entry and choose ( ).
Text determination procedure:
Dscrptn Proc.: ##
Choose ENTER:
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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.
3-1-5 Assign the text determination procedure you created, , to your
transaction type ( ).
Change the of your transaction type .
Text determination procedure:
Save your entries.
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.
Yes, the new text type is displayed in transactions of the type
on the tab page (transaction data).
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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:
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?
, an error message is displayed if the External Reference field is empty.
When you open the application log you can double-click on the message to
navigate to the corresponding field.
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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.
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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.
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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.
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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.
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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.
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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).
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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.
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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.
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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.
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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: →
→ → →
→ → →
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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.)
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At the conclusion of this exercise, you will be able to:
• 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.
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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
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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: .
…
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…
In the area, assign your newly created aim to the
transaction type and set the priority to .
In the dialog structure, double-click on
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).
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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.
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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.
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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.
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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.
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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.
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: 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.
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•
•
•
•
•
•
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.
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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.
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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 )
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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.
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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.
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At the conclusion of this exercise, you will be able to:
• 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.
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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)?
____________________________
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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).
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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.
2-1-1 Which partner functions were automatically found by the system for this
particular service transaction?
_______________________________________
_______________________________________
_______________________________________
_______________________________________
_______________________________________
_______________________________________
_______________________________________
Does the system also determine a contact person?
Is it Michael ##Contact?
2-1-2 What access sequence is used to search for the Employee Responsible?
_______________________
2-1-3 Can you manually maintain additional partners in the partner view? If so, do
this.
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2-2 Set up partner processing. You want to use a partner determination procedure for
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
2-2-2 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.
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)?
____________________________
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2-3 Comprehension questions on partner processing
2-3-1 What concept makes partner processing particularly flexible? Explain why.
_____________________________________________________
__________________________________________________________________________________________________________
_____________________________________________________
2-3-2 Can you define your own partner functions in Customizing?
___________________________
2-3-3 Can you define your own partner function categories?
___________________________
2-3-4 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).
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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.
1-1-1 Which partner functions were automatically found by the system for this
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:
Does the system also determine a contact person?
1-1-2 What access sequence is used to search for the Employee Responsible?
View the details for the partner function Employee Responsible in partner
determination procedure 00000001 (Telesales).
1-1-3 Can you manually maintain additional partners in the partner view? If so, do
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 ##).
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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.
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.
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.
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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 .
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)?
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
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1-3 Comprehension questions on partner processing
1-3-1 What concept makes partner processing particularly flexible? Explain why.
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.
1-3-2 Can you define your own partner functions in Customizing?
Yes, it is possible to define your own partner functions to fit your personal
requirements.
1-3-3 Can you define your own partner function categories?
Partner function categories cannot be enhanced in Customizing.
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?
button
The partner function ( ) is assigned to the
relationship category .
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).
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.
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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.
2-1-1 Which partner functions were automatically found by the system for this
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
Does the system also determine a contact person?
Is it Michael ##Contact?
2-1-2 What access sequence is used to search for the Employee Responsible?
Display the details for the partner function.
2-1-3 Can you manually maintain additional partners in the partner view? If so, do
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).
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2-2 Set up partner processing. You want to use a partner determination procedure for
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 , ,
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.
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
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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 .
2-2-6 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)?
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.
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2-3 Comprehension questions on partner processing
2-3-1 What concept makes partner processing particularly flexible? Explain why.
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.
2-3-2 Can you define your own partner functions in Customizing?
Yes, it is possible to define your own partner functions to fit your personal
requirements.
2-3-3 Can you define your own partner function categories?
Partner function categories cannot be enhanced in Customizing.
2-3-4 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?
button
The partner function ( ) is assigned to the
relationship category .
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).
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.
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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.
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•
•
•
•
•
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.
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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.
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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
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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)
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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.
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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.
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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.
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At the conclusion of this exercise, you will be able to:
• Describe how an action of the type ‘order confirmation’ is determined
within a quotation
• Create an action profile using a wizard
• Assign an action profile to a transaction type and test it
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.
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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.
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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 .
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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?
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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.
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 determined order confirmation.
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 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)?
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.
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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
.
Enter the data given in the exercise.
1-1-2 Display all the actions that the system found for this quotation.
Go to the tab strip.
What entries are there on the corresponding tab page?
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 .
What processing status does this action have?
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 .
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1-2 Trigger processing of the action.
1-2-1 Can you execute the action directly from transaction processing?
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.
If you want to select the action that was found in the
customer order 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 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 .
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)?
Select the transaction type . Display the .
The action profile is .
1-3-2 Analyze this action profile. At what time is the action processed and the
quotation form output?
Select the action profile . Display the details of action
definition .
The processing time is .
1-3-3 Check the details of the action definition to find out why you could not
execute the action from transaction processing.
The indicator is in the action definition’s
details.
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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
Enter the data given in the exercise.
2-1-2 Assign the action profile to transaction type ## (##).
Go to the details for transaction type ZB## and enter
in the ActionProfile field.
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?
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.
What are your two options for scheduling the action?
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.
2-2-2 Schedule the action and save the trade fair visit.
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.
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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.
2-3-1 Define a schedule condition for your ##
action. Go to the IMG and start defining the condition.
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.
2-3-2 Test your settings again by creating another trade fair visit.
Create an activity of the type ## for the activity partner
## . Maintain any data.
Can you schedule the action immediately after creating the transaction?
, this is not yet possible because the activity does not have the correct
status.
Complete the trade fair visit by setting the status accordingly.
On the tab, select the status.
Can you schedule the activity now?
, the action can now be scheduled.
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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.
Enter the data given in the exercise.
1-1-2 Display all the actions that the system found for this service order.
In the , click on the tab
What entries are there on the corresponding tab page?
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 .
What processing status does this action have?
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 ( ).
1-2 Trigger processing of the action.
1-2-1 Can you execute the action directly from transaction processing?
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.
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.
…
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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 .
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)?
Select the transaction type . Display the .
The action profile is (SAP standard service order).
1-3-2 Analyze this action profile. At what time is the action processed and the
quotation form output?
Select the action profile .
Display the details of the action definition
.
The processing time is .
1-3-3 Check the details of the action definition to find out why you could not
execute the action from transaction processing.
The indicator is in the action definition’s
details.
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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 SAP Implementation Guide Customer Relationship Management
Basic Functions Actions Actions in Transaction Create Actions
With Wizard Enter the data given in the exercise.
2-1-2 Assign the action profile to transaction type ## (##).
Go to the details for transaction type ZB## and enter
in the ActionProfile field.
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?
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.
What are your two options for scheduling the action?
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.
2-2-2 Schedule the action and save the trade fair visit.
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.
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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.
2-3-1 Define a schedule condition for your ##
action. Go to the IMG and start defining the condition.
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.
2-3-3 Test your settings again by creating another trade fair visit.
Create an activity of the type ## for the activity partner
## . Maintain any data.
Can you schedule the action immediately after creating the transaction?
, this is not yet possible because the activity does not have the correct
status.
Complete the trade fair visit by setting the status accordingly.
On the tab, select the status.
Can you schedule the activity now?
, the action can now be scheduled.
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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.
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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).
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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.
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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.
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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 ).
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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 →
→ → → →
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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.
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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
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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
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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.
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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.
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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.
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-
-
-
-
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
→ → →
→ →
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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.
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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.
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• 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
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-
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.
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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.
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At the conclusion of this exercise, you will be able to:
• 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?
Save the transaction and note the number.
_______________
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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.
What do you notice about the conditions screen?
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.
Save the transaction and note the number.
_______________
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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:
Transaction from 1-2:
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##.
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2-1 Conditions and Condition Maintenance in the CRM System
2-1-1 Create a service process of the type with the business
partner and enter the product with the
.
2-1-2 Check in the transaction’s item details to see if the system found a
().
2-1-3 Try entering a into the transaction manually, with a
value of . Is this possible?
2-1-4 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.
2-1-5 Create another service process of the type with the
business partner and enter the product with
the .
What do you notice about the conditions screen?
Save the transaction and note the number.
_______________
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2-2 Customizing Pricing
2-2-1 Take a look at the transaction from the previous exercise.
2-2-2 What pricing procedure was determined?
2-2-3 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?
__________________________________________________
___________________________________________________
___________________________________________________
2-2-4 Can you make any changes to the pricing procedure in the SAP CRM
system’s Customizing?
2-2-5 You want to display the customer-specific material price (which you created
in SAP ERP) ( ) 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.
2-2-6 In general condition maintenance, check if you can display condition master
records of condition type in the condition maintenance group
##.
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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.
Choose ( icon).
Select .
Enter in the field and confirm your entry.
In the field, enter the number with the and
confirm your entry.
1-1-2 Check in the transaction’s item details to see if the system found a
().
Click on the icon ( ) to see the item details.
Choose the tab.The list of displayed condition types does include the entry 0K07.
1-1-3 Try entering a into the transaction manually, with a
value of . Is this possible?
Choose ( ).
Ctyp:
Amount:
The minus sign (-) and unit (%) are added automatically.
You do not need to save the transaction.
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.
Application:
Maintenance group: …
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…
Choose ( ).
In the data area, enter the value 0K07 in the () field
on the right and confirm your entry. Enter:
Sales Organization:
Distribution Channel:
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.
What do you notice about the conditions screen?
Now the list of displayed condition types includes the entry 0K07 with the
amount 3%.
Save the transaction and note the number.
_______________
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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.
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?
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.
Maintain a condition master record in the system accordingly.
Condition Type:
Select ENTER, then the key combination
and confirm this.
…
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…
Sales Organization:
Distribution Channel:
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.
What do you notice about the conditions screen?
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
.
Save the transaction and note the number.
_______________
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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?
Open each of the transactions and go to the tab page.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?
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 ( ).
In the dialog structure, double-click on
Select the transaction category and double-click on
in the dialog structure.
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 .
Transaction from 1-1:
Sales Organization:
Distribution Channel:
Division:
Document Pricing Procedure:
Customer Pricing Procedure:
…
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…
Transaction from 1-2:
Sales Organization:
Distribution Channel:
Division: Document Pricing Procedure:
Customer Pricing Procedure:
1-3-4 Can you make any changes to the two pricing procedures in the SAP CRM
system’s Customizing?
Transaction from 1-1:
changes are possible because the procedure was created in the SAP
CRM system (source: CRM).
Transaction from 1-2:
, 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).
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.
Select .
Maintenance group:
Description:
Confirm your input, select the new entry and go to
.
…
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Select .
Counter:
Application:
Use: Condition table:
Condition Type:
Description:
Save your entries.
maintenance context:
Select .
Group: ##
Save your entries.
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##.
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.
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2-1 Conditions and Condition Maintenance in the CRM System
2-1-1 Create a service process of the type with the business
partner and enter the product with the
.
Choose ( icon).
Select
Enter ## in the field and confirm your entry.
In the field, enter the number with the
and confirm your entry.
2-1-2 Check in the transaction’s item details to see if the system found a
().
Click on the button to see the item’s detail.
Choose the tab.
The list of displayed condition types does include the entry 0K07.
2-1-3 Try entering a into the transaction manually, with a
value of . Is this possible?
Choose ( ).
Ctyp: Amount:
The minus sign (-) and unit (%) are added automatically.
You do not need to save the transaction.
2-1-4 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.
Application:
Maintenance group:
Choose ().
…
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In the data area, enter the value 0K07 in the () field
on the right and confirm your entry. Enter:
Sales Organization:
Distribution Channel:
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 .
What do you notice about the conditions screen?
Now the list of displayed condition types includes the entry 0K07 with the
amount 3%.
Save the transaction and note the number.
_______________
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2-2 Customizing Pricing
2-2-1 Take a look at the transaction from the previous exercise.
2-2-2 What pricing procedure was determined?
Open the transaction and select the tab page in the .
2-2-3 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?
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 ( ).
In the dialog structure, double-click on
Select the transaction category and double-click on
in the dialog structure.
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:
Distribution Channel:
Division:
Document Pricing Procedure:
Customer Pricing Procedure:
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2-2-4 Can you make any changes to the pricing procedure in the SAP CRM
system’s Customizing?
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.
2-2-5 You want to display the customer-specific material price (which you created
in SAP ERP) ( ) 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 GCM (general
condition maintenance) context.
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.
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2-2-6 In general condition maintenance, check if you can display condition master
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.
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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
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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.
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-
-
-
-
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.
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•
•
•
•
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
.
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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.
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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).
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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.
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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:
→ → →
→
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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.
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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.
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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.
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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
→ → →
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At the conclusion of this exercise, you will be able to:
• 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.
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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?
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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
1-2 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?
_________________________________
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 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 bebilled?
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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.
Click on Open BP ( ) and use the search help.
BP role:
Choose ENTER.
Numbers of the billing units:
_________________________________________________________
1-1-2 Check in Customizing which of these billing units was assigned to the sales
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.…
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…
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.
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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 ( ).
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).
______________
Go to item category
Billing relevance:
1-3-2 Check out which item category for billing is assigned to your source process
category in SAP ERP and source item category .
Choose (CRM Billing).
Go to the line with and
.
Billing item category is assigned.
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?
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.
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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.
Search for business partners that have the role
().
1-1-2 Check in Customizing which of these billing units was assigned to the sales
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.
__________________
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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.
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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.
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•
•
•
•
•
•
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.
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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.
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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.
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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.
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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
.
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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).
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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.
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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.
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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.
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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
.
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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 → → → → .
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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.
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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.
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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)
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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.
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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.)
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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?
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At the conclusion of these exercises, you will be able to:
• 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.
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At the conclusion of these exercises, you will be able to:
• 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 .
3-1-5 Display the contents of table in the SAP CRM system.
Which contents are displayed now?
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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.
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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?
…
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…
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.
Select and choose ( ).
Choose the tab page
The table is #.
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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.
3-1-2 Display the contents of table in the SAP CRM system.
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.
Select and choose ( ).
Choose the Tables/Structures tab page and press the Filter pushbutton
( ).
Select the source site and then press Change ( ).
…
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…
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.
3-1-5 Display the contents of table in the SAP CRM system.
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.
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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.
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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.
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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.
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(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.
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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.
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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 ->
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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.
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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.
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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:
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You can use the link to personalize a results list - for example show/hide fields and
influence the sequence of the fields.
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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.
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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.
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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
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: 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.
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-
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.
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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 .
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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.
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To create a view, choose the following path:
The iView property allows you to address a view; use
parameter
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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.
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At the conclusion of these exercises, you will be able to:
• 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.
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At the conclusion of these exercises, you will be able to:
• 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?
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At the conclusion of these exercises, you will be able to:
• 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?
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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.
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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.
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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.
…
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…
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
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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.
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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.
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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
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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):
Confirm the entry with ENTER.
Individual role (destination):
Confirm the entry with ENTER.
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.
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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.
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SAP Reference IMG:
→ → → → and so on.
→ → →
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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.
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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.
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:
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 → → →
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(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.
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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.
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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.
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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 .
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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
→ → →
.
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Functions for Content Management are on the tab page.
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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.
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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:
→
→
→ →
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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.
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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.
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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.
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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